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Journal articles on the topic 'Hospitableness'
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Telfer, Elizabeth. "HOSPITABLENESS." Philosophical Papers 24, no. 3 (November 1995): 183–96. http://dx.doi.org/10.1080/05568649509506530.
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Tasci, Asli D. A., Gurhan Aktas, and Fulya Acikgoz. "CULTURAL DIFFERENCES IN HOSPITABLENESS: A STUDY IN TURKISH CULTURE." Tourism and hospitality management 27, no. 2 (2021): 339–61. http://dx.doi.org/10.20867/thm.27.2.6.
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Purpose – Hospitableness is one of the oldest concepts that define human interactions. Many conceptual and empirical studies have discussed and attempted to capture what this concept means. Some recent studies measured what hospitableness means; however, the cultural differences in hospitableness have not been documented empirically. The current study measured what hospitableness means in Turkish culture. Design/Methodology/Approach – A mixed-method was used in data collection since the cultural context requires a constructivist approach to identify the nuances and intricacies of the highly cultural concept of hospitableness. Using a 26-item scale of hospitableness with the consolidated and new items, an online sample (N=307) was recruited to collect the data. The reliability and validity of the scale were tested using Principal Component Analysis (PCA) with IBM’s SPSS 24 and Partial Least Squares-Confirmatory Factor Analysis (PLS-CFA) using SmartPLS 3.0. Findings – Open-ended questions revealed several additional items, some of which cannot be even directly translated into English (e.g., generous-hearted, gönlü bol in Turkish). PCA and CFA procedures revealed a detailed, complicated, and nuanced structure of the hospitableness concept in Turkish culture. The study revealed 19 hospitableness items loading onto six factors; lenience, grace, compassion, civility, proficiency, and veracity, with increasing levels of contributions to Turkish hospitableness in that order. Originality of the research – A measure of hospitableness designed in one culture may be too narrow or too detailed in another culture. Cultural differences need to be carefully handled by the industry; education of both sides may be needed to avoid the cultural clash, disorientation, and even worsening prejudices. This study empirically displays the heavy cultural influence on the concept of hospitableness, which is a common assumption. The study provides empirical evidence for the need to approach cultural concepts with a realist paradigm to capture them in their reality in different cultural contexts.
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Tomasella, Barbara, and Alisha Ali. "The importance of personal values and hospitableness in small foodservice businesses’ social responsibility." Hospitality & Society 9, no. 3 (September 1, 2019): 307–29. http://dx.doi.org/10.1386/hosp_00004_1.
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This article investigates the relationship between personal values, hospitableness and social responsibility in small, independent foodservice businesses. Semi-structured interviews were conducted with 24 owner-managers of these businesses located in Sheffield, United Kingdom. The results established that hospitableness is expressed through the way in which these small businesses engage in social responsibility. In lifestyle and family businesses, personal values, such as altruism, friendliness and a passion for food, influence the hospitableness and social responsibility of the small foodservice business. In the long term, social responsibility actions expressing hospitableness add value to the business itself. This research contributes to the hospitality literature by empirically demonstrating how hospitableness can be expressed through small business social responsibility, which can provide, in the long term, a competitive advantage for small, independent foodservice businesses.
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Lashley, Conrad. "Hospitality and hospitableness." Research in Hospitality Management 5, no. 1 (January 2015): 1–7. http://dx.doi.org/10.1080/22243534.2015.11828322.
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Ramdhony, Allan, and Norma D’Annunzio-Green. "A dialogic reframing of talent management as a lever for hospitableness." Worldwide Hospitality and Tourism Themes 10, no. 1 (February 12, 2018): 14–27. http://dx.doi.org/10.1108/whatt-10-2017-0066.
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Purpose The purpose of this paper is to consider how the talent of hospitableness can be transposed to commercial settings without a wholesale erosion of its altruistic and moral core and how it can be effectively leveraged within the talent management (TM) process. Design/methodology/approach The authors unpack the concept of hospitableness which entails an unconditional disposition and moral obligation in the host to care for their guest. This paper also exposes its moral dilemmas and the risks it presents to both host and guest – leading to the endorsement of reciprocal altruistic hospitableness which warrants altruistic sentiments and moral obligations in both parties as the necessary condition for a more protective, mutually beneficial and enduring host–guest relationship. Against the backdrop of the tourism and hospitality industry, this paper examines the challenges of transposing hospitableness to commercial settings without a wholesale erosion of its altruistic and moral core. It posits that what is needed is a reframing of TM as a dialogic process through which hospitableness can be effectively leveraged as a unique talent. Findings In carrying out this exercise, this paper develops a conceptual framework that brings the TM process under the overarching principle of free dialogue – which the authors see as a precondition for preserving the altruistic and moral core of hospitableness even when transposed to commercial settings. Practical implications The framework contains concrete guidelines on how to reframe TM as dialogic practice and can be used as a canvas for experimentation in managing the talent of hospitableness and for training purposes. Originality/value The paper expands the conceptual dimensions of hospitableness and deepens understanding of its application via the TM process to commercial settings.
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Qiu, Hailian, Minglong Li, Billy Bai, Ning Wang, and Yingli Li. "The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload." International Journal of Contemporary Hospitality Management 34, no. 4 (January 11, 2022): 1374–98. http://dx.doi.org/10.1108/ijchm-08-2021-0960.
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Purpose Hospitableness lies in the center of hospitality services. With the infusion of artificial intelligence (AI) technology in the hospitality industry, managers are concerned about how AI influences service hospitableness. Previous research has examined the consequences of AI technology based on customers’ assessment while ignoring the key players in service hospitableness – frontline employees (FLEs). This study aims to reveal how AI technology empowers FLEs physically, mentally and emotionally, facilitating hospitableness provision. Design/methodology/approach As the starting point, the instrument for AI-enabled service attributes was designed based on previous literature, hotel FLE interviews, expert panel and a pilot survey, and then validated using survey data. After that, a paired supervisor-employee sample was recruited in 15 hotels, and 342 valid questionnaires covering the constructs were obtained. Findings Factor analyses and measurement model evaluation suggest that the four factors, including anthropomorphic, entertainment, functional and information attributes, explain the construct of AI-enabled service attributes well, with high reliability and validity. Additionally, anthropomorphic, functional and information attributes of AI technology have been found to enable FLEs physically, mentally and emotionally, which further lead to increased service hospitableness. The entertainment attributes do not significantly reduce physical and mental fatigue but lead to positive emotions of FLEs significantly. Additionally, psychological job demand moderates the effects of AI-enabled service attributes on physical fatigue. Practical implications Practical implications can be made for AI technology application and hospitableness provision, in terms of AI technology analysis, job design and employee workload management. Originality/value This research contributes to understanding AI-enabled service attributes and their consequences, extends the conservation of resources theory to AI application context and promotes the research on service hospitableness.
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Margutti, Auhana Nardini, and Roseane Barcellos Marques. "Qual é a influência da hospitableness e do servicescape na hospitalidade percebida em estabelecimentos de varejo: uma reflexão pós-COVID-19." Retail Management Review 1, no. 1 (August 3, 2021): e7. http://dx.doi.org/10.53946/rmr.v1i1.7.
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Objetivos do estudo: O cliente está presente na prestação de serviços, porém o avanço tecnológico, as alterações no comportamento de compra e consumo e as mudanças no estilo de vida das pessoas produziram um distanciamento nas relações sociais. A discussão a respeito das características hospitaleiras empregadas nos espaços com oferta de serviços, tendencialmente, proporciona a (re)construção de interações sociais entre anfitrião-cliente nas atividades comerciais da hospitalidade. Neste contexto, os objetivos deste estudo são o de identificar a influência do Hospitableness e o Servicescape presentes no ato da interação social, gerando a percepção de hospitalidade promovida dentro do Varejo na cidade de São Paulo e analisar de que maneira a Hospitalidade está presente no ambiente de varejo como diferencial competitivo, em uma reflexão pós- Covid-19.Metodologia: Para alcançar os objetivos e responder à pergunta que norteia esta pesquisa: “Qual a influência da Hospitableness e do Servicescape na hospitalidade percebida em estabelecimentos de varejo?” Pergunta de pesquisa respondida antes da pandemia que tinha uma orientação. Porém, pós-pandemia, a reflexão que se faz é que os serviços sofrerão alterações e adaptações que exaltarão a Hospitableness e o Servicescape. Para a sua condução, foi utilizado o enfoque quantitativo, por meio da aplicação de uma survey em clientes do varejo. As hipóteses propostas foram: H1- A Hospitableness está diretamente relacionada à Percepção de Hospitalidade do cliente; H2- A Hospitableness tem relação na percepção de Servicescape; e H3- O Servicescape tem uma influência na Percepção de Hospitalidade do cliente.Principais resultados: os principais resultados obtidos foram que a Hospitableness possui uma forte relação com a percepção de hospitalidade e se manteve presente também na percepção de Servicescape.Contribuições teóricas e metodológicas: As características hospitaleiras influenciam na percepção de Hospitalidade e de Servicescape em estabelecimentos de Varejo. Confirmação da teoria na relação de Hospitableness e Hospitalidade e, em menor proporção, Servicescape e Hospitalidade relacionados ao Varejo.Relevância: Um novo olhar através das lentes da hospitalidade para os negócios no Varejo, utilizando, principalmente, a Hospitableness e o Servicescape como direcionamento.
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Lashley, Conrad. "Hospitality studies: escaping the tyranny?" Quality Assurance in Education 23, no. 4 (September 7, 2015): 364–77. http://dx.doi.org/10.1108/qae-04-2015-0014.
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Purpose – The purpose of this paper is to explore current strands in hospitality management education and research, and suggest that future programs should reflect a more social science informed content. Design/methodology/approach – The paper reviews current research in hospitality management education and in the study of hospitality and hospitableness. It is, therefore, essentially a literature review, but founded on a variety of research insights gained by the author. Findings – Some have argued that the hospitality management education is currently dominated by the tyranny of relevance. Yet, the study of hospitableness in wider social settings has much to offer to both students and their future employers. This paper suggests there is need to allow for more flexibility in the curriculum so as to be less concerned with immediate relevance of content and more concerned with developing graduates who are critical and analytical thinkers. Research limitations/implications – It is not founded on primary research per se, but reflects upon a number of formal studies about the nature of the field, the preferred learning styles of students and nature of hospitableness. Originality/value – The paper suggests changes to the current curriculum that may, or may not, result in name changes to programs studying hospitality and preparing the sector’s future management personnel.
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Tasci, Asli D. A., and Kelly J. Semrad. "Developing a scale of hospitableness: A tale of two worlds." International Journal of Hospitality Management 53 (February 2016): 30–41. http://dx.doi.org/10.1016/j.ijhm.2015.11.006.
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Blain, Matthew, and Conrad Lashley. "Hospitableness: the new service metaphor? Developing an instrument for measuring hosting." Research in Hospitality Management 4, no. 1-2 (January 2014): 1–8. http://dx.doi.org/10.1080/22243534.2014.11828307.
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Yin, Dexiang, Minglong Li, Hailian Qiu, Billy Bai, and Lili Zhou. "When the servicescape becomes intelligent: Conceptualization, assessment, and implications for hospitableness." Journal of Hospitality and Tourism Management 54 (March 2023): 290–99. http://dx.doi.org/10.1016/j.jhtm.2023.01.001.
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Scholl-Grissemann, Ursula, Andreas Kallmuenzer, and Mike Peters. "This hotel is family-run! Enabling positive consumer response via perceived hospitableness." International Journal of Hospitality Management 99 (October 2021): 103067. http://dx.doi.org/10.1016/j.ijhm.2021.103067.
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Bethmann, Carla. "‘Getting milk from the chicken’: Hospitality and hospitableness in Bulgaria’s mass tourism resorts." Hospitality & Society 7, no. 1 (March 1, 2017): 19–41. http://dx.doi.org/10.1386/hosp.7.1.19_1.
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van Rheede, Arjan, and Daphne Maria Dekker. "Hospitableness and sustainable development: New responsibilities and demands in the host-guest relationship." Research in Hospitality Management 6, no. 1 (January 2, 2016): 77–81. http://dx.doi.org/10.2989/rhm.2016.6.1.10.1298.
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Ariffin, Ahmad Azmi M., Ehsaneh Nejad Nameghi, and Noor Izyana Zakaria. "The effect of hospitableness and servicescape on guest satisfaction in the hotel industry." Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration 30, no. 2 (June 2013): 127–37. http://dx.doi.org/10.1002/cjas.1246.
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Altinay, Levent, Zaid Alrawadieh, Fadime Tulucu, and Hasan Evrim Arici. "The effect of hospitableness on positive emotions, experience, and well-being of hospital patients." International Journal of Hospitality Management 110 (April 2023): 103431. http://dx.doi.org/10.1016/j.ijhm.2023.103431.
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Wijayanti, Wahyu Nur, and Akhmad Saifudin. "Implementation of Omotenashi in Japanese Ryokan." Japanese Research on Linguistics, Literature, and Culture 3, no. 2 (May 31, 2021): 122–32. http://dx.doi.org/10.33633/jr.v3i2.4657.
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Omotenashi, often referred to as Japanese hospitality, is a service to customers based on Japanese spirit and culture. Omotenashi is evident in the services provided by a ryokan, which is a traditional Japanese inn. This paper seeks to describe the application of omotenashi in ryokan management, how omotenashi control is implemented, and what the implementations are. The research was conducted by observing the involvement of the Hyoe Koyokaku ryokan, an old ryokan located in the tourist area of Arima Onsen. From the results of observations and analysis, it was found that ryokan employees control omotenashi as a vision of service to customers through training, instruction, and improvement based on feedback. The implementation of ometenashi is manifested in personalization, host-guest relationships, hospitableness, and lots of little surprises
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Ince, Anthony, and Helen Bryant. "Reading hospitality mutually." Environment and Planning D: Society and Space 37, no. 2 (May 6, 2018): 216–35. http://dx.doi.org/10.1177/0263775818774048.
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This article addresses debates in geography regarding the nature and significance of hospitality. Despite increasingly inhospitable policy landscapes across the Global North, grassroots hospitality initiatives persist, including various global travel-based initiatives and networks. Drawing from research with these travel networks, we argue that hospitality is fundamentally based on a pervasive, mutualistic sociality in a multitude of forms. Such initiatives, and hospitality more generally, can be better understood in terms of their relationship to these wider mutualities. we therefore use Peter Kropotkin’s anarchist-geographic concept of mutual aid – in conversation with Jacques Derrida and other thinkers – to reimagine hospitality as ‘mutual hospitableness’; systemic, spatio-temporally expansive and underpinned by a conception of self that is constituted through, and gains its vitality from, intertwinement with the other.
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Mody, Makarand, Courtney Suess, and Xinran Lehto. "Going back to its roots: Can hospitableness provide hotels competitive advantage over the sharing economy?" International Journal of Hospitality Management 76 (January 2019): 286–98. http://dx.doi.org/10.1016/j.ijhm.2018.05.017.
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Inglis, David, Christopher Thorpe, and Anna-Mari Almila. "Masks, Cosmopolitanism, Hospitality: on Facial Politics in the Covid-19 Era." Revista Portuguesa de Filosofia 78, no. 4 (January 31, 2023): 1511–32. http://dx.doi.org/10.17990/rpf/2022_78_4_1511.
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Philosophical issues of hospitality are bound up with broader issues of cosmopolitanism in thought and in practice. This paper considers the interplay of human faces, masks, forms of hospitality, and cosmopolitanizing and anti-cosmopolitanizing socio-political dynamics in the time of Covid-19. Despite confident assertions by some interested parties that it is now finished and past history, Covid-19 remains a major challenge across the globe, and so reflections on the interplay of masking, cosmopolitanism, and hospitality remain pertinent today and are not merely a quaint feature of life during the early years of the pandemic. Voluntary acts of self-masking are argued to be more than just mundane forms of micro-level action and interaction among persons. Instead, freighted sometimes with political meaning, and certainly loaded with ethical force, the donning of a face mask can operate as a small but compelling quotidian act of cosmopolitan concern and hospitableness towards other people, including those perceived to be very unlike oneself.
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Alotaibi, Salman. "The influence of visitors’ gazing of others’ behavior, appearance, and hospitableness on their engagement and their behavioral intentions." Journal of Association of Arab Universities for Tourism and Hospitality 23, no. 1 (December 1, 2022): 92–109. http://dx.doi.org/10.21608/jaauth.2022.145921.1365.
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Kunwar, Ramesh Raj. "What is Hospitality?" Gaze: Journal of Tourism and Hospitality 8 (July 19, 2017): 55–115. http://dx.doi.org/10.3126/gaze.v8i0.17832.
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This work has been fully based on review of several secondary sources, conceptual and applied discourses on hospitality education, management and research. The objective of studying this subject is to disseminate the knowledge of hospitality in the academia. Many scholars of hospitality across the world have produced different theoretical models, conceptual insights, pragmatic approaches and experiential perspectives which have become an impetus for understanding the hospitality as human phenomena, hospitality and hospitableness, the hospitality industry, its management, research, training and development as well as education in this specialized field of service and experience economy. As a purely academic discourse, the paper as a whole has been prepared by studying the origin, history, conceptualization, dimensions, interactions, typologies and neologism in hospitality. However, the present scholar could explore varying opinions on nature and functional coverage of hospitality and tourism, this study could identify many symbiotic relationships from different perspectives. It is believed that this study will serve instrumental for the learners, educators, researchers and professionals of hospitality and tourism.The GAZEJournal of Tourism and Hospitality, Vol. 8, 2017, Page: 55-115
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Ásgeirsson, Magnús Haukur, Thorhallur Gudlaugsson, and Gunnar Thór Jóhannesson. "State and Order of Service Orientation Knowledge in Hospitality and Tourism Research: Systematic Literature Review." Administrative Sciences 12, no. 3 (August 25, 2022): 107. http://dx.doi.org/10.3390/admsci12030107.
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This article offers a systematic review of research trends and methodology, with a focus on the state and order of knowledge regarding service orientation in hospitality and tourism research. A search algorithm was created through Web of Science and Scopus using search words related to service orientation and criteria regarding hospitality and tourism, yielding 154 articles. Duplicates and articles that did not focus on hospitality and tourism or did not have service orientation as their focus were removed, leaving 50 articles that were reviewed thoroughly and are the bases of the results. The review’s main findings are that discussion of service orientation seems to be selective in categorizations and bound mostly to employee hospitableness, therefore leaving out organizational culture, strategy, and process. There is, however, evidence in recent literature that scholars are taking a more holistic view of the phenomena. Most articles contribute to knowledge-building through the third order of knowledge, leaving little room to define concepts or gather mutual understandings through empirical data. Based on our findings, we recommend conscious and continuous building of tools and methods that will contribute to a more in-depth and holistic understanding and measurement of service orientation in hospitality and tourism.
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Ayu, Dessya Putri. "Persepsi Pasien Rawat Inap Terhadap Public, Personal dan Therapeutic Hospitality di Rumah Sakit Universitas Hasanuddin Tahun 2013." ARTERI : Jurnal Ilmu Kesehatan 1, no. 1 (November 20, 2019): 108–14. http://dx.doi.org/10.37148/arteri.v1i1.10.
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The background of this research was decreased by Indonesian citizens tend to choose medical tourism in neighboring countries such as Malaysia and Singapore, where hospitality is one of eksternal factor that causes it. Hospitality is a services provider to customer that which creates the impression by hosting and hospitableness. Hospitality in the health industries is divided into three such as public hospitality, personal hospitality, and therapeutic hospitality. The aims of this research is to describe the patient Inpatient unit perceptions with public hospitality, personal hospitality and therapeutic hospitality in Hasanuddin University Hospital. The method of this research is descriptive with devide class treatment using proportional stratified random sampling. Respondents of this research is 100 patients where patients undergoing treatment more than three days in Hasanuddin University Hospital.The result of this research showed that patient perception with public hospitality 56% good and 44% deficient, personal hospitality 66% good and 34% deficient, therapeutic hospitality 65% good and 35% deficient. Most respondents were undergoing treatment in Hasanuddin University Hospital has a good perception of the three hospitality although there are some complaints. Suggested for the hospital must improve the three hospitality in hospital, especially personal hospitality for patient.
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Groen, Brenda, and Hester van Sprang. "Perceptions of Hospitality and Safety Are Two Sides of the Same Coin." Buildings 11, no. 3 (March 12, 2021): 113. http://dx.doi.org/10.3390/buildings11030113.
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Entering a building is a ‘moment of truth’ and may invoke feelings of hospitableness. Physical environments and staff behaviour deliver ‘clues’ that may result in the experience of hospitality. The focus in a reception area may be on mitigation of risks, or on a hospitable atmosphere, with either a host or a security officer at the entrance. However, the division of tasks to either the pleasing host or the controlling security officer to a certain extent disavows the overlap between perceptions of hospitality and safety. This exploratory qualitative study combines a group interview with three managers responsible for hospitality and security in reception areas and Critical Incidents by staff and visitors (N = 51). Thematic coding was based on The Egg Aggregated Model and the Experience of Hospitality Scale. Results show that hospitality and safety are indeed two sides of the same coin. Usually people do accept security measures, provided that staff act in a hospitable way. A lack of security measures may seem ‘inviting’, but also decreases the perception of care for your visitor, and may cause uncertainty and therefore decrease comfort. A correct risk perception, flexible appliance of security measures, and a friendly approach connect aspects of ‘safe’ and ‘hospitable’ sentiments.
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Author Collective, K. I. N. "Manaakitanga and the academy." Hospitality & Society 11, no. 1 (March 1, 2021): 9–26. http://dx.doi.org/10.1386/hosp_00028_1.
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Critical to all aspects of academic life, academic hospitality is said to be key to creating healthy learning communities. Yet, for many outsiders, strangers and newcomers, academia can be a sight of asserting territory and superiority. Students and academics are trained to function within an institutionalized setting where success is measured through the rigid rigour of scientific enquiry and rewarded on an individual basis. The solitary journey that is heralded by the academic institution fails to recognize the fundamental need for belonging, community and kinship, leaving limited space within the academy in which to practice manaakitanga or hospitality. We argue that the Māori concept of manaakitanga not only captures the virtuous elements of hospitality, namely generosity, openness and hospitableness, that can often be excluded in hospitality literature but also serves as a mechanism for resistance in a context that serves to fragment and divide. In this article, we draw on our personal and collective experiences to describe ways in which Indigenous worldviews and perspectives are commonly met with hostility in academia. We detail our response to such inhospitality through the formation of ‘Knowledge in Indigenous Networks’ (K.I.N.), an Indigenous academic collective that is underpinned by manaakitanga. We conclude this article by identifying six sites for critical engagement with the notion of academic hospitality that will assist academic institutions to enact the value of manaakitanga.
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Jonsson, Ann-Sofie, Åsa Öström, and Maria Nyberg. "Performance of hospitality within restricting meal frames: An observational study of four hospital wards in Sweden." Hospitality & Society 11, no. 1 (March 1, 2021): 47–69. http://dx.doi.org/10.1386/hosp_00035_1.
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Hospitality is a social phenomenon expressing relationships between a host and a guest. This relationship can be seen in its most extreme form within a hospital setting, where the guest is a patient staying within an establishment where the core activity is not to provide the patient with food and drinks but to treat medical conditions. The aim of this study is therefore to explore how hospitality was performed by nursing staff and meal hosts in the dining room environments at four hospital wards and to explore the specific role of the room and its artefacts in facilitating or hindering acts of hospitality. In total, twenty non-participating observations were conducted across four wards within two Swedish hospitals. The dramaturgical theory proposed by Goffman was used as theoretical lens. Field notes were analysed in accordance with qualitative content analyses and yielded two overarching themes: (1) Hospitality and hospitableness through acts of caring and (2) The dining room environment’s potential to promote or hinder acts of hospitality. The findings suggest that the dining room environment facilitated timely service for the patients when the materiality within the room followed the principles of mise en place and included the constant presence of a staff member. This is seen as an important finding in relation to what needs to be addressed when planning hospital dining room environments and to the patients’ ability to consume a meal within a frame that acknowledges and assists the patients during their meals.
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Cetin, Gurel, and Fevzi Okumus. "Experiencing local Turkish hospitality in Istanbul, Turkey." International Journal of Culture, Tourism and Hospitality Research 12, no. 2 (June 4, 2018): 223–37. http://dx.doi.org/10.1108/ijcthr-06-2017-0070.
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Purpose The purpose of this paper is to investigate tourists’ experiences of local hospitality and offer a typology of Turkish hospitality based on perspectives of international tourists. Design/methodology/approach Semi-structured interviews were conducted with tourists visiting Istanbul, Turkey. Interview transcripts were content-analyzed and -coded under different themes that characterize local hospitality. Findings The research findings revealed 64 items describing local Turkish hospitality. These were grouped under four distinct themes: sociability, care, helpfulness and generosity. Research limitations/implications Using the factors of local Turkish hospitality identified in this paper, future studies might measure the impacts of these antecedents of local hospitality on tourist satisfaction and positive behaviors such as loyalty and word of mouth in a quantitative study. Exploring local hospitality in different destinations with different characteristics might also reveal valuable insight into variance and intensity of local hospitality. Practical implications The research findings have implications for both commercial hospitality and destination management. By leveraging the local hospitality elements in their operations and human resources management practices, the commercial hospitality firms might create strong emotional bonds with their guests and create loyalty through these relationships. Destination planning and management might also adopt the findings to facilitate interactions between the hosts and tourists for more positive experiences for both sides to emerge. Social implications Destinations exposed to heavy visitation may not have the same level of hospitableness toward visitors. Hence, impact of tourism activity on local quality of life should be monitored and managed. Originality/value Despite hospitality having been researched in numerous previous studies, local hospitality has not yet been fully explored in tourism. This study presents and discusses empirical findings and offers a typology of local Turkish hospitality.
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Yang, Qi, Warren Goodsir, and Jill Poulston. "Automation of the fast-food industry: Gen Z perspectives of self-service kiosks versus employee service." Hospitality Insights 3, no. 2 (December 3, 2019): 7–8. http://dx.doi.org/10.24135/hi.v3i2.66.
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With the development of technology, self-service kiosks (kiosks) are increasingly being adopted by service providers such as hotels, restaurants, airports and banks [1, 2]. However, with the increasing search for more efficiency, calculability and control by replacing people with non-human technology, service quality and a sense of hospitality can be adversely impacted [3]. Nevertheless, many seem willing to use kiosks in fast-food restaurants [4], suggesting that these provide considerable value for some segments of the hospitality industry. Consequently, this study [5] explores young people’s customer experiences of and views on using kiosks in McDonald’s restaurants. The study was carried out in Auckland, New Zealand, where interviews were conducted with 16 young people (18 to 24 years old; Gen Z)1 originating from seven countries (2 Indian, 3 Chinese, 2 Korean, 2 Vietnamese, 1 Filipino, 1 Moroccan and 5 New Zealanders).
The findings suggest that kiosks provide improved customer satisfaction but can also result in reduced perceptions of hospitableness. The respondents felt that kiosks improved efficiency by eliminating the need to queue to place an order and provided more relaxed time for making their menu selections. Therefore, although using a kiosk did not necessarily speed up the service process, it allowed time for contemplation of choices and less time waiting to be served. The kiosks also provided clear food categories with pictures, simple English language instructions, and generally simple ordering and payment processes. Compared with the amount of information provided at the service counter, the kiosks provided more detailed and clearer information about menus, ingredients, discounts and promotions. Furthermore, when using kiosks, respondents felt a sense of empowerment and control over their ordering process. Kiosks provided the ability to customise meals, discuss menu choices and change orders without feeling as if they were annoying an employee or holding up other customers. This sense of empowerment and control provided relief from the pressure to place quick orders at the service counter or delay other customers.
Many respondents were afraid of annoying employees or becoming an annoying customer in public. They cared about the perception of counter staff, while at the same time, they also cared about their personal image in public. The fast-paced restaurant environment and the need to be decisive with their menu selection added to the pressure and stress when purchasing takeaways. Additionally, those who spoke English as a second language faced increased stress while trying to select the right words and communicate with employees in front of others. These pressures increased their fear of public humiliation.
Many respondents indicated there was no pressure when using kiosks as the kiosks offered more time and a judgment-free environment for customers. The number of kiosks available and the freedom from employee and other customer expectations had a significant impact on them by releasing them from any pressure to make a quick decision. Reduced pressure also brought enough time for discussion of food choices among friends. Using the self-order kiosk provided respondents with a judgment-free environment away from other customers and busy employees.
The time-space provided by kiosks also provided respondents with a sense of safety and privacy in situations where, for example, they were upset or not confident speaking in English. Their emotions (e.g. happy, sad), skills (e.g. level of English language), appearance (e.g. lack of makeup) and eating habits (e.g. food allergy) were kept confidential in comparison to ordering in public at the counter. However, the findings also suggested that the appeal of kiosks is somewhat determined by the lack of useful and caring alternatives. This may suggest that the issue is not whether kiosks are able to do a better job than humans, but rather whether humans (service employees) are sufficiently resourced (e.g. capability and capacity) to provide both efficient and caring interactions.
The original research on which this article is based is available here http://hdl.handle.net/10292/11993
Note
The Merriam-Webster dictionary defines ‘Generation Z’ as the generation of people born in the late 1990s and early 2000s.
Corresponding author
Qi Yang can be contacted at: kikiyangaut@gmail.com
References
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(2) Wei, W.; Torres, E.; Hua, N. Improving Consumer Commitment through the Integration of Self-Service Technologies: A Transcendent Consumer Experience Perspective. International Journal of Hospitality Management 2016, 59 (Suppl. C), 105–115. https://doi.org/10.1016/j.ijhm.2016.09.004
(3) Ritzer, G. The McDonaldization of Society, 6th ed.; Sage/Pine Forge: Los Angeles, CA, 2011.
(4) Herne, S.; Adams, J.; Atkinson, D.; Dash, P.; Jessel, J. Technology, Learning Communities and Young People: The Future Something Project. International Journal of Art & Design Education 2013, 32 (1), 68–82. https://doi.org/10.1111/j.1476-8070.2013.01738.x
(5) Yang, Q. Young People’s Perspectives on Self-service Technology and Hospitality: A Mcdonald’s Case Study; Master’s Thesis, Auckland University of Technology, New Zealand, 2018. http://hdl.handle.net/10292/11993 (accessed Nov 25, 2019).
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Margutti, Auhana Nardini, Roseane Barcellos Marques, and Claudio Jose Stefanini. "Hospitableness e servicescape na hospitalidade no contexto do varejo na cidade de São Paulo." PODIUM Sport, Leisure and Tourism Review 9, no. 3 (November 17, 2020). http://dx.doi.org/10.5585/podium.v9i3.14840.
Full textAbstract:
Objetivo do estudo: Investigar as características hospitaleiras e o servicescape presentes no ato da interação social anfitrião-cliente promovidas no interior dos estabelecimentos do varejo, na cidade de São Paulo.Metodologia/Abordagem: Metodologicamente, é uma pesquisa quantitativa, tendo como instrumento de coleta de dados a técnica survey, por meio de questionário desenvolvido no Google Forms. A análise dos dados foi realizada a partir do software SMARTPLS 3, para modelagem da equação estrutural que explica as relações entre múltiplas variáveis, examinando as equações capazes de descreverem as relações entre os constructos servicescape, hospitableness, hospitalidade.Originalidade/Relevância: Os desafios competitivos enfrentados pelos anfitriões dos estabelecimentos comerciais, na busca por melhores resultados, fizeram com que a hospitalidade fosse percebida como um aspecto de diferenciação do produto/serviço prestado.Principais resultados: Os resultados sugerem que a percepção de hospitalidade se confirma estatisticamente em todas as hipóteses, especialmente hospitableness. Permitem considerar que há relação entre as características do ambiente físico e as hospitaleiras em estabelecimentos como acomodação, restaurantes e lojas de varejo na Cidade de São Paulo.Contribuições teóricas/Metodológicas: Este estudo adiciona à literatura emergente sobre práticas de hospitalidade no setor de varejo, em particular, no varejo de serviços.
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Sthapit, Erose, Peter Björk, and Dafnis N. Coudounaris. "Airbnb: what determines a memorable experience?" Consumer Behavior in Tourism and Hospitality, January 27, 2022. http://dx.doi.org/10.1108/cbth-06-2021-0158.
Full textAbstract:
Purpose This paper aims to propose a new model of memorable Airbnb experiences that was tested by examining the effects of the novelty of the experience, experience co-creation, hospitableness and facility service quality on memorable Airbnb experiences. This study also examined the impact of such experiences on hedonic well-being. Design/methodology/approach Using an online survey questionnaire on Amazon Mechanical Turk, we gathered data from 214 international tourists who stayed in an Airbnb rental property during the three months preceding the time of data collection (November 2020–January 2021). Findings This study confirmed that novelty of the experience, experience co-creation, hospitableness and facility service quality are key variables in the formation of tourists’ memorable Airbnb experiences and that the latter further influences tourists’ hedonic well-being. Practical implications Airbnb guests should not be viewed as passive agents but as active producers of their own consumption experiences. Airbnb hosts should, thus, be highly involved when their guests want to co-create their experiences by actively interacting with them. For example, hosts should make recommendations for dining and sightseeing. Originality/value This study contributed to the existing literature on memorable tourism experiences and Airbnb by furthering the understanding of the antecedents of memorable Airbnb experiences and of the mediating effect of memorable Airbnb experience on hedonic well-being.
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Zafar Khan, Tahir, and Danish Ahmed Siddiqui. "Effect of Hospitableness Well Being and Life Satisfaction in Pakistan: The Role of Social Capital." SSRN Electronic Journal, 2021. http://dx.doi.org/10.2139/ssrn.3941025.
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Yan, Libo, and Man Tat Cheng. "The influence of zero-fare tours on the host–guest understanding." Journal of Hospitality and Tourism Insights ahead-of-print, ahead-of-print (November 10, 2020). http://dx.doi.org/10.1108/jhti-06-2020-0114.
Full textAbstract:
PurposeThe aim of this study is to explore the host–guest relationship at a macro level, investigating the sociopsychological relationship between a destination and its markets.Design/methodology/approachThis study adopted netnography to fulfill the research purpose. Data were collected from Sina Microblog, the predominant social media platform in China, focused on bloggers responses to a fatal conflict between a tour participant and the guide during a shopping tour.FindingsBloggers' attributional discussions help to understand the nature of the host–guest relations. Responses from Chinese and Hong Kong bloggers showcased criticism toward the other community and criticism of one's own community. These were reflected in three themes: concerns with the place of conflict or the identities of the perpetrators, hospitableness or discrimination and the Chinese and Hong Kong cultures.Research limitations/implicationsThe major limitation is that the subject of this study (young bloggers) does not represent a complete cross section of the residents of China and Hong Kong. This study suggests a need for a broader theoretical perspective of the host–guest encounter. The study results have practical implications for destinations receiving Chinese group package tours.Practical implicationsThe study results have practical implications for destinations receiving Chinese group package tours.Originality/valueOn-site interaction has been the focus of previous studies of the host–guest relationship, and off-site interactions were seldom explored. This study bridges the gap and extends the discourse on the host–guest relationship to a wider temporal (by taking a post event view) and spatial (by assessing the issue off-site) scale.
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Chan, Janelle, Yixing (Lisa) Gao, and Sean McGinley. "Updates in service standards in hotels: how COVID-19 changed operations." International Journal of Contemporary Hospitality Management ahead-of-print, ahead-of-print (May 15, 2021). http://dx.doi.org/10.1108/ijchm-09-2020-1013.
Full textAbstract:
Purpose The COVID-19 pandemic has tremendously affected the hospitality industry. With the experiences of severe acute respiratory syndrome in 2003 and commitments to ensure guests’ health and safety, many hotels in Asia have actively engaged in updating and implementing new service standards and measures. This study aims to investigate hotels’ service standard changes, processes of management decisions and preparations for the future. Design/methodology/approach Using grounded theory methodology, this research interviews 24 hotel managers from mainland China and Hong Kong. It examines the differences among hotels with different operation types, classifications and locations, and analyzes the service standards in physical and social services cape. Findings Building on the service marketing and crisis management literature, this research provides a synthesis that reflects how hotels have coped with the COVID-19 crisis. It depicts the service standard update process during the COVID-19. Research limitations/implications In line with the literature in disaster management, hotels experienced the outbreak, response and recovery phases of the crisis management procedure. However, given the severity and scope of the COVID-19 pandemic, undertaking particular processes is necessary at every procedure such as following local guidelines and updating local standard operating procedures (LSOPs). This research also expands the literature on the process of adopting new technology in hotels during crisis management. Practical implications The paper suggests that hotel managers should update and use well-thought-out standards on the bases of available scientific evidence. For example, hotels should use LSOPs according to the local situations. Hotels are also suggested to exert additional efforts and attention in service innovation, guest experience and enhancing hospitableness. Originality/value To the best of the authors’ knowledge, this paper is one of the first efforts to investigate the impact of COVID-19 on hotel operations. It offers empirical evidence from hotel operators who worked against the crisis during the pandemic and provides valuable theoretical contribution to the hospitality service literature as well as managerial implications for hotel operators globally.