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Aggabao, Burton A., and Fermin G. Castillo Jr. "Service Quality of Hotels in Abu Dhabi, UAE." GATR Journal of Management and Marketing Review 1, no. 1 (December 21, 2016): 24–32. http://dx.doi.org/10.35609/jmmr.2016.1.1(4).
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Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.
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Cheng, Boon Liat, Chin Chuan Gan, Brian C. Imrie, and Shaheen Mansori. "Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry." International Journal of Quality and Service Sciences 11, no. 2 (June 12, 2019): 187–203. http://dx.doi.org/10.1108/ijqss-09-2017-0081.
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Purpose The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses. Findings The findings revealed that service recovery dimensions are significantly related to customer satisfaction and have a positive relationship between customer satisfaction and customer loyalty. Practical implications As the main sector in the hospitality business, hotels play a vital role in the tourism industry. Therefore, the developments in tourism and hotels go hand in hand, as they are mutually dependent on each other. With significant yearly developments in the tourism industry and at a constant rate, hotel operators should reconsider their business strategies to achieve customer loyalty and sustain their businesses. In view of that, the findings of this study not only benchmarks better hotel services but also provides an improved understanding of service recovery that will effectively aid hotel operators in handling service failures; otherwise, customer dissatisfaction may occur if poor service recovery strategies are implemented. Originality/value The intense competition in the service industry has driven companies to place extra attention on service recovery so as to ensure continuous success. With a yearly significant development in the tourism industry at a constant rate, hotel providers (one of the major beneficiaries) are driven to reconsider their business strategies to achieve customer loyalty and sustain their business.
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Sangpikul, Aswin. "EXAMINING SUBJECTIVE AND OBJECTIVE E-COMPLAINTS AND SERVICE QUALITY IN BANGKOK HOTELS." Tourism and hospitality management 27, no. 2 (2021): 429–48. http://dx.doi.org/10.20867/thm.27.2.10.
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Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.
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Tsao, Wen-Chin. "Star power: the effect of star rating on service recovery in the hotel industry." International Journal of Contemporary Hospitality Management 30, no. 2 (February 12, 2018): 1092–111. http://dx.doi.org/10.1108/ijchm-05-2016-0247.
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Purpose This study investigated distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) in the recovery of service in the hotel industry as well as their effects on post-recovery satisfaction and the subsequent behavior of customers. This study also sought to elucidate the moderating effects of star ratings on these influences. Design/methodology/approach A field experiment design with 424 consumers using structural equation modeling was adopted to test the study hypotheses. Findings DJ, PJ and IJ were all shown to have a significantly positive effect on post-recovery satisfaction, which in turn has a significantly positive effect on customer loyalty and significantly negative effect on customer defection. Analysis on the moderating effects of star ratings also revealed that the relationship between DJ and post-recovery satisfaction during recovery efforts is stronger for hotels with higher star ratings than for hotels with lower star ratings. During recovery, post-recovery satisfaction was shown to be more effective in reducing customer defection from hotels with lower star ratings than from hotels with higher star ratings. Practical implications This study provides a reference by which hotels can match their service recovery mechanism to their star rating to retain customers and increase customer loyalty in the event of service failure. Originality/value This study confirms the importance of IJ in the service recovery processes in the hotel industry and provides verification that the star rating of a hotel plays a crucial role as a moderator between recovery effort and recovery effectiveness.
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Mohd Shahril, Aslinda, and Yuhanis Abdul Aziz. "CUSTOMER COMPLAINTS AND THE EFFECTIVENESS OF SERVICE GUARANTEES IN THE HOTEL INDUSTRY." Tourism and hospitality management 28, no. 2 (2022): 397–418. http://dx.doi.org/10.20867/thm.28.2.9.
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Purpose – This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery. Finally, this study examines the effectiveness of service recovery on customer satisfaction after unpleasant service experiences with the hotel. Design – The paper presents an exploratory analysis to examine the implementation of service guarantees in Malaysian hotels and the effect of empowerment on service guarantees and service quality from the customers' perspective. Methodology – This study focuses on the four and five star hotels in Malaysia. A survey through questionnaires distributed to the respondents who stayed at the hotel. To examine the relationship, the analysis is done using SPSS and AMOS for empirical analysis. Findings – The study found a significant relationship between service guarantee and service quality; service guarantee and empowerment and confirmed that empowerment mediates the relationship between service guarantee and service recovery. Originality of the research – The study is novel in its application of signalling theory to the study of service guarantee and service quality from the customer's perspective and with employee empowerment in the Malaysian hotel scenario.
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Rishi, Meghna, and Gaurav Joshi. "Emerging challenges for branded budget hotels in India." Worldwide Hospitality and Tourism Themes 8, no. 1 (February 8, 2016): 61–82. http://dx.doi.org/10.1108/whatt-10-2015-0038.
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Purpose – The purpose of this study is to identify the emerging challenges that are faced by branded budget hotels in India. The paper aims to do this by exploring the expectations as well as challenges faced by the customers and hospitality managers of branded budgets hotels in India. Design/methodology/approach – Utilizing a multi-method approach, data were collected through literature review, eight in-depth interviews and 422 customer reviews. Thematic analysis using the hybrid approach brings out the challenges faced by hospitality managers of branded budget hotels in India. Findings – Hospitality managers face the following challenges – dipping gross operating profits, higher global distribution systems productivity for international hotel brands, location constraints, high royalty structures for management contracts, regulatory issues, business poaching and unorganized growth, bureaucracy among vendors and contactors and lack of trained manpower. Customer expectations include poor check-in/check-out services, inefficient service management, inconsiderate personnel, poor management of feedback and instances of theft. Originality/value – This work adds to the body of knowledge using real customer data and thematic analysis. The authors have not come across any scholarly work, especially in the Indian context, which looks at two stakeholders of the branded budget hotel industry. Hence, recommendations from this work are valuable for hospitality managers as well as researchers.
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Serra-Cantallops, Antoni, Jose Ramón Cardona, and Fabiana Salvi. "Antecedents of positive eWOM in hotels. Exploring the relative role of satisfaction, quality and positive emotional experiences." International Journal of Contemporary Hospitality Management 32, no. 11 (September 25, 2020): 3457–77. http://dx.doi.org/10.1108/ijchm-02-2020-0113.
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Purpose This study aims to compare the relative importance of service quality (SQ), customer satisfaction (CS) and positive emotional experiences (PEE) to determine which is more influential in customers’ intention to spread positive eWOM. Design/methodology/approach A questionnaire that had been translated previously into English, German and Spanish and contained scales from previous studies, as well as a new scale created for electronic word-of-mouth (eWOM) (which was tested before fieldwork commenced), was sent through an online survey to all customers who had stayed in a hotel during the previous three months and were selected from the customers’ database of two international hotel chains that operate hotels worldwide, most of which are middle-upper class establishments that specialize in the holiday market. A total of 3,671 valid questionnaires were obtained, and the research model was tested using partial least squares. Findings The findings suggested that, in the context of mid-upscale hotels, SQ is of paramount importance for CS, but by itself, does not guarantee customers’ involvement in generating and spreading positive eWOM. CS, by itself, neither guarantees customer involvement in positive eWOM spreading. However, the provision of services that can generate PEE among hotel guests is a powerful determinant of positive eWOM spreading and also has a very positive effect on CS. Research limitations/implications The results are based on a sample selected from customers of mid-upper-class hotels that cater to the holiday segment, and therefore, apply only to customers who use this category of hotel services. Further research should be conducted on mid-lower-class hotels to determine whether the results obtained in this paper can be generalized throughout the hotel industry. Practical implications This study provides useful insights for hotel marketing managers by identifying a key causal element that fosters consumer creativity and consumer content creation by spreading eWOM. Managerial practices should strive to provide guest experiences that have the ability to increase emotional outcomes. The results have practical implications for product/service development, communication and customer relationship activities, as well as price and revenue management. Specifically, SME hotels could benefit from an increased volume of positive eWOM to increase their competitiveness. Originality/value The antecedents of eWOM have received less attention in research than its effects. Drawing on a large sample of hotel customers, this paper sheds light on the important issue of identifying which factors motivate customers to engage in spreading positive eWOM specifically in the hotel industry. The results also suggested that WOM and eWOM should not be considered strictly equivalent either in their features and effects or in their antecedents.
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Avelini Holjevac, Ivanka, and Milena Peršić. "Incorporation of Croatian hotel trade in the standard system of monitoring business results in the world hotel industry." Tourism and hospitality management 1, no. 2 (December 15, 1995): 239–51. http://dx.doi.org/10.20867/thm.1.2.2.
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The paper aims at pointing out the necessity of incorporating Croatian hotel industry in the standard system of monitoring business results in the world hotel trade since it is a precondition of acknowledging and accepting our tourism and hotel industry as a part of the world tourist supply. The following are the needs and advantages of being incorporated in the world hotel industry's system of monitoring business results: • enables comparison of a specific country's hotel industry results with the world industry average, with European industry and hotel industry of specific countries as well as the assessment of the position on the tourist market, • increases the competitiveness of the country's hotel industry as it results in the higher level of services, customers satisfaction and quality of tourism as a whole, • creates and enhances the partnership of the participants in the world tourist market as it enables the exchange of the most important information on hotel operation in specific countries and participation in the international flow of capital, • creates the basis for efficient hotel management as a prerequisite of the hotels successful business and its increased profitability.
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Sun, Shaolong, Fuxin Jiang, Gengzhong Feng, Shouyang Wang, and Chengyuan Zhang. "The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China." International Journal of Contemporary Hospitality Management 34, no. 1 (November 18, 2021): 382–406. http://dx.doi.org/10.1108/ijchm-03-2021-0356.
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Purpose The purpose of this study is to provide better service to hotel customers during the COVID-19 era. Specifically, this study focuses on understanding the changes in hotel customer satisfaction during the epidemic and formulating effective marketing strategies to satisfy and attract guests. Design/methodology/approach As the first victim of the COVID-19 virus, China’s hotel industry has been profoundly affected and customer satisfaction and needs have also changed. Taking 105,635 hotel reviews obtained from Tripadvisor.com in Beijing and Shanghai as samples, this study explores the changes in consumer satisfaction by using text-mining methods. Findings The results suggest that there are significant differences in overall ratings, spatial distribution and ratings of different traveller types before and after the epidemic. Generally, customers have higher “tolerance” and are more inclined to give higher ratings and pay more attention to hotel prevention and control measures to reduce health risks after the COVID-19. Research limitations/implications This paper proves the changes in customer satisfaction before and after the COVID-19 at the theoretical level and reveals the changes in customer attention through the topic model and provides a basis for guiding hotel managers to reduce the impact of the COVID-19 crisis. Practical implications Empirical findings would provide useful insights into tourism management and improve hotel service quality during the COVID-19 epidemic era. Originality/value This research explores the hotel customer satisfaction in the field of hotel management before COVID-19 and after COVID-19, by using text mining to analyse mandarin online reviews. The results of this study will suggest that the hotel industry should continuously adjust its products and services based on the effective information obtained from customer reviews, so as to realize the activation and revitalization of the hotel industry in the epidemic era.
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Bharwani, Sonia, and David Mathews. "Customer service innovations in the Indian hospitality industry." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 416–31. http://dx.doi.org/10.1108/whatt-04-2016-0020.
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Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the intrinsic DNA of hospitality innovations in the Indian context by exemplifying the typology posited with customer service innovations adopted by contemporary hoteliers that provide new ways of managing and enhancing customer experience. Design/methodology/approach This study is based on primary research through qualitative interviews conducted with select hospitality professionals, supplemented by secondary research in the form of a review of academic literature, as well as other secondary data sources such as company websites and travel websites which shed light on customer service innovations in the Indian context. Findings To develop and sustain competitive advantage, hospitality businesses are increasingly channelizing their efforts to provide innovative and holistic experiential service offerings. Service innovations are being tailored to cater to the unique personal tastes and requirements of hotel guests to connect with individual guests on a personal and emotional level to create memorable hospitality experiences. Research limitations/implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in the context of the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value The research highlights that it is critical to keep the customers’ perspectives central while designing innovative hospitality products. Further, it is important to create a cadre of innovation champions and service enthusiasts who can engender a culture of service innovation within the organisation.
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Cheng, Bao, Gongxing Guo, Jian Tian, and Ahmed Shaalan. "Customer incivility and service sabotage in the hotel industry." International Journal of Contemporary Hospitality Management 32, no. 5 (April 16, 2020): 1737–54. http://dx.doi.org/10.1108/ijchm-06-2019-0545.
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Purpose Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation. Design/methodology/approach A multi-wave, multi-source questionnaire survey was conducted with 291 employee–supervisor dyads at chain hotels in Shenzhen, China. Previously developed and validated measures for customer incivility, revenge motivation, emotion regulation and service sabotage were adopted to test the hypotheses. Findings Customer incivility increased employees’ revenge motivation and service sabotage. Emotion regulation acted as a boundary condition for customer incivility’s direct effect on revenge motivation and its indirect effect on service sabotage through revenge motivation. Cognitive reappraisal mitigated the detrimental influence of customer incivility, whereas expressive suppression worsened its adverse effects. Practical implications Managers should monitor and deter the emergence of uncivil behaviors, provide psychological support for employees experiencing customer incivility and encourage these employees to use cognitive reappraisal rather than expressive suppression as an emotion regulation strategy. Originality/value To the authors’ knowledge, no prior research has investigated the customer incivility–service sabotage relationship in the hotel industry. This study sheds light on how customer incivility can motivate service sabotage among hotel employees. Furthermore, the authors used equity theory rather than the commonly adopted resources perspective to offer new insights into the customer incivility–service sabotage relationship.
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Ustrov, Yury, Mireia Valverde, and Gerard Ryan. "Insights into emotional contagion and its effects at the hotel front desk." International Journal of Contemporary Hospitality Management 28, no. 10 (October 10, 2016): 2285–309. http://dx.doi.org/10.1108/ijchm-08-2014-0378.
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Purpose This paper aims to draw attention to the need for a nuanced view of the emotional contagion framework. It proposes and empirically tests a refined model of emotional contagion and its effects in the hotel sector by focusing on the front-desk service encounter interactions. Design/methodology/approach Data were collected from three separate groups of paired informants: receptionists, hotel customers and interaction observers. The sample included 573 full customer service interactions in 47 hotels in Catalonia. The model was tested with structural equation modelling. Findings Emotional contagion has specific mechanisms at the hotel front-desk. No relationship was found between receptionists’ inner mood and their outwardly displayed emotions. Yet, receptionists’ displayed emotions enhance customer mood, and, largely, customer satisfaction. Ultimately, this affects customer behavioural intentions. It was also discovered that guests are able to clearly distinguish between their satisfaction with the specific service encounter at the front desk and the overall satisfaction with the hotel stay. The positive effects of employees’ displayed emotions are of particular importance in lower-star hotels and are less important at the high end. Perceived training opportunities have a positive effect on customer satisfaction and improve the employee-displayed emotion. Research limitations/implications Researchers should examine employee outcomes that are more stable than mood, but may enhance or be related to the effective display of emotions at the front desk, such as employee satisfaction and commitment. In general, emotions and behaviours of employees and consumers should be further examined in other services across the hospitality industry, in different cultural contexts and in terms of their impact on company performance. Researchers should heed the precise type of mechanism that takes place in each service context. Practical implications The hotel management should focus their efforts on ensuring positive emotional performance, regardless of employees’ inner mood. Managers should carefully interpret differentiated results according to whether they have been drawn from overall satisfaction or customer service interaction surveys. The training provision is of particular importance in lower-star hotels, where customer outcomes depend more on employee-displayed emotion. Originality/value This study empirically corroborates that customer outcomes of front-desk services are linked to receptionists’ displayed emotions, and not to employees’ feelings. Onsite data collection, multiple-informant approach, paired dyads and structural equation modelling hold a great potential for study designs that seek insights into interpersonal phenomena in hospitality services research.
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Sukach, Olena, Svitlana Kozlovska, and Natalia Sushko. "MODERN MANAGEMENT TECHNOLOGIES IN THE HOSPITALITY INDUSTRY." Baltic Journal of Economic Studies 7, no. 3 (June 25, 2021): 168–76. http://dx.doi.org/10.30525/2256-0742/2021-7-3-168-176.
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The hospitality industry is currently one of the dynamic areas of the developing economy which stimulates the development of various sectors of the modern economy. The current challenges posed by the next economic crisis and the effects of pandemic constraints require the formation of new mechanisms for managing the hospitality sector. The main purpose of the research is to create modern management tools for the development of the investment potential of the hospitality industry. The subject of the research includes Ukrainian hospitality enterprises, their financial condition and management in a pandemic. The process of systematization of literary sources has identified the main modern problems of the hospitality industry, which include hotels, restaurants, entertainment, sporting events, and other services related to tourism. However, this specific area has a unique set of problematic aspects that need to be solved immediately. Understanding the importance of the management system in the hospitality industry and its adaptation to modern changes will help increase the competitiveness of such enterprises in the market. Research methodology: the article uses the funds of empirical studies of the essence of the hospitality industry, as well as statistical analysis of the modern market of hotel services. Also, the investment market in the sector of tourism was studied with the help of mathematical tools. Modern management in the hospitality industry is aimed at deviating from the typical and traditional tools to meet customer needs, which is caused not only by social change but also by the development of various financial instruments. The study proves that the successful development of the hospitality industry is impossible without the use of modern management tools based on the principles of marketing. Analyzing the market of hospitality services, in the process of development and implementation of innovative services, it is advisable to focus on the study of a competitive environment and the needs of potential customers. Conclusions. The results of the study prove the importance of this area and the feasibility of developing and implementing effective management tools. The research substantiates and offers promising areas for attracting investment resources in the hospitality industry. Also, according to the results of the study, the authors propose the stages of implementation of target marketing as an effective tool for the development of hospitality in Ukraine. The concept of development of innovative services in the field of hospitality on the basis of the formed strategy of target marketing is developed.
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Yeh, Shih-Shuo, Tao Ma, and Tzung-Cheng Huan. "Building social entrepreneurship for the hotel industry by promoting environmental education." International Journal of Contemporary Hospitality Management 28, no. 6 (June 13, 2016): 1204–24. http://dx.doi.org/10.1108/ijchm-03-2014-0122.
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Purpose Social entrepreneurship by hoteliers in “going green” promotes a better future for the environment and arguably also for the human race. However, going green potentially increases costs for both hoteliers and their guests. Environmental education (EE) is possibly a useful vehicle for the hotel industry to gain support for greener operations. This research aims to investigate the potential impact of EE on increasing customer uptake of green hotels. Design/methodology/approach A survey was conducted to collect data from three winners of a green hotel competition. Six surveyors were dispatched, and 155 usable responses were obtained. Data were analyzed with AMOS 16.0 to estimate an structural equation modeling (SEM) model of how EE affects environmental motivation (EM) and how this relates to visitors’ intentions. Findings Model estimation shows that a moderating variable effect exists between EE and visitors’ intentions. The cause is approximately 40 per cent direct and 60 per cent mediated through EM. That environmental education affects visit intention for green hotels both directly and through creating environmental motivation is evidence that the hotel industry can expect to enhance the use of their socially responsible green services by facilitating EE. In research terms, how best to invest in EE to support the social entrepreneurship of hotels providing green services is a research area to pursue for developing criteria to maximize benefits while supporting business viability. Originality/value This study shows that social entrepreneurs who provide green services can expand their area of social responsibility and generate more potential customers by supporting EE. The findings and applications of this study are useful both for academia and practitioners.
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Kitsios, Fotis C., and Evangelos Grigoroudis. "Evaluating service innovation and business performance in tourism: a multicriteria decision analysis approach." Management Decision 58, no. 11 (June 9, 2020): 2429–53. http://dx.doi.org/10.1108/md-09-2019-1326.
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PurposeThe purpose of this study is to evaluate the effectiveness of the new service development (NSD) process in tourism. For this reason, factors influencing the process of service innovation in the hospitality sector were explored and correlated with business performance in the hospitality industry through a multicriteria decision analysis approach.Design/methodology/approachAn original multicriteria decision analysis approach is applied in order to estimate the efficiency of the NSD process. The approach follows the principles of ordinal regression analysis, using goal programming techniques. Collected data are based on in-depth structured and questionnaire-based interviews of 77 hotel managers in 147 new services in a representative sample of 99 hotels in Greece. Several financial ratios, covering different aspects of business performance, are used in order to evaluate the NSD process for three years after the services innovation had been launched.FindingsThese findings reveal the importance of financial liquidity and business efficiency for the hotel industry (i.e. the ability of a firm to use available resources in order to achieve specific sales goals). The aforementioned variables can determine how quickly and effectively assets are converted to cash. In general, the findings show the emphasis that should be given to customer needs, as well as to the effective management of a NSD project.Originality/valueFindings of this study may support hotel managers to make complex strategic decisions for future development. These findings have suggested that service innovation should be included as a strategic tool to assess differentiation effort in the hotel industry.
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Шевчук, Юлія А. "СУЧАСНИЙ СТАН ТА ПЕРСПЕКТИВИ РОЗВИТКУ ГОТЕЛЬНОГО БІЗНЕСУ УКРАЇНИ: ЧИННИКИ ТА ПРОБЛЕМИ." Bulletin of the Kyiv National University of Technologies and Design. Series: Economic sciences 143, no. 1 (July 14, 2020): 41–51. http://dx.doi.org/10.30857/2413-0117.2020.1.4.
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The article discusses the current state of hotel business in Ukraine and provides grounds and prospects for its further development along with revealing the main challenges faced by the hotel sector in Ukraine in recent years. Since the beginning of 2014, the Ukrainian hotel services market has experienced sharp decline affected by volatile socioeconomic situation, external armed aggression in the East part of the country, the annexation of the Crimean Peninsula, as well as a range of other critical systemic problems. The study suggests promising vectors in the national hotel industry development, provides its dynamics statistics and presents a forecast as to the number of hotels and similar accommodation in Ukraine. The findings have identified major trends in the dynamics of the domestic tourist flows that greatly affect the hotel business development. It is emphasized that currently the hotel industry is facing a serious crisis. The study also reveals the key barriers to successful development of hotel business in Ukraine together with identifying the critical factors driving the Ukrainian hospitality sector, such as public governance, social, economic, financial, environmental, safety factors, etc. Practical implications of the research cover a set of priority measures to enhance the Ukrainian hotel industry performance which involve in particular the creation of a strong investment climate; ensuring comfortable and safe tourist environment to visit the Ukraine; building effective policies to promote mass tourism development and its implementation at the governmental level; re-thinking of the tourist tax mechanisms; designing projects to improve the condition of historic monuments and to construct new mass tourism facilities; gaining a competitive edge in the hospitality sector by implementing new management models, modern research and technology advances in hotels; ensuring hotel industry transparency with a focus towards customers, etc. A special emphasis is put to the critical need of further research to boost the search for new mechanisms to reform the hospitality sector, to develop new concepts and management methods, since the permanent turbulence of both internal and external environment trigger new problems and challenges to the Ukrainian hotel business realia.
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Dedeoğlu, Bekir Bora, and Halil Demirer. "Differences in service quality perceptions of stakeholders in the hotel industry." International Journal of Contemporary Hospitality Management 27, no. 1 (February 9, 2015): 130–46. http://dx.doi.org/10.1108/ijchm-08-2013-0350.
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Purpose – Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined. Design/methodology/approach – Multivariate analysis of variance was used to test the significant differences between stakeholder’s perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers). Findings – The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to the post-hoc test, even though managers’ perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL. Originality/value – One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders’ (employees’ and managers’) perceptions have been ignored. Therefore, the current study’s contribution to the literature explores the differences in stakeholders’ perceptions of the hotel industry.
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Marković, Suzana, and Sanja Raspor Janković. "Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry." Tourism and hospitality management 19, no. 2 (December 10, 2013): 149–64. http://dx.doi.org/10.20867/thm.19.2.1.
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Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings – Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests’ satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/originality – The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.
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Frey, Susanne, Roland Schegg, and Jamie Murphy. "E-Mail Customer Service in the Swiss Hotel Industry." Tourism and Hospitality Research 4, no. 3 (March 2003): 197–212. http://dx.doi.org/10.1177/146735840300400302.
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This research explored the state of electronic customer service in Switzerland by e-mailing a typical room query to a random and stratified sample of 200 hotels. Based on the hotel responses, this study found that guests had less than a one in ten chance of receiving a prompt, polite and personal reply. Diffusion of innovations helps explain the poor e-mail replies by Swiss hoteliers. The quality of reply differed across hotel size, category, online relationship marketing tools and linguistic region while responsiveness differed across online relationship marketing tools, geographic location and linguistic region. This study suggests that hotels can gain an immediate competitive advantage by implementing basic e-mail procedures.
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Chun Wang, Jen, Yi-Chieh Wang, and Yang-Fei Tai. "Systematic review of the elements and service standards of delightful service." International Journal of Contemporary Hospitality Management 28, no. 7 (July 11, 2016): 1310–37. http://dx.doi.org/10.1108/ijchm-08-2014-0400.
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Purpose The purpose of this paper is to study the components and service standards of delightful service by conducting a comprehensive literature review and applying the Delphi survey method. Design/methodology/approach This study conducted a three-round Delphi survey to consolidate the experience of 11 experts in implementing delightful service. To ensure the recruitment of experts who were knowledgeable in delightful service delivery, the panellists were chosen from service- and hospitality-related industries; the respondents were hotel managers, senior frontline service personnel and academic educators who were knowledgeable in both the service industry and service innovation. Findings By integrating professional experiences from both academics and hotel practitioners, we conclude that hotel facilities and amenities, environment and ambiance design and service personnel’s service delivery practices are essential elements for creating a unique and unforgettable consumer experience. Distinctive hotel facilities and ambiance provide a unique experience, which can leave memorable impressions on customers. Being able to detect customers’ emotional conditions and hidden needs through attentive and proactive service practice and providing attentive and customized service are pivotal for service personnel. Advanced service performance enables attending to customers’ personal well-being and caring for their unique needs effectively. The proposed standard for service provision exceeds customer expectations. Research limitations/implications First, the number of panellists was low, limiting the generalizability of the results. Future studies should increase the number of panellists. Second, this study focused only on the hotel industry in Taiwan. The results may not be generalizable to other hospitality industries or other countries. Future studies can duplicate this study in other hospitality industries and in other countries to broaden the understating of the elements and service standards of delightful service. Practical implications The results of this study provide a practical guideline for implementing delightful service. Hotel practitioners are advised to increase the degree of refinement, variety and attentiveness of their facilities and amenities; use sensory elements in their hotel environment and ambiance design; and advance staff members’ service skills to be more proactive, attentive, empathetic and customer-oriented. Carefully designing the core product and advancing the service delivery style can provide hotel guests with an exceptional and unique lodging experience, thus achieving delight. Originality/value This study provides a comprehensive understanding of the implementation of delightful service.
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Alshammare, Gaith Ibrahim, Mutia Sobihah Binti Abd Halim, and Ghaith Abdulraheem Ali Alsheikh. "Online Booking Services Assisted by Technology to Improve Customer Loyalty in Jordanian Five-Star Hotels." International Journal of Professional Business Review 7, no. 3 (October 21, 2022): e0551. http://dx.doi.org/10.26668/businessreview/2022.v7i3.0551.
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Purpose: This study's goal was to examine how customer satisfaction at Jordanian five-star hotels served as a mediator between the effects of website quality and e-trust on customer loyalty. Design/methodology/approach: Questionnaires were the primary method used in the study for gathering data. The survey was created using data from earlier research and given to visitors staying at several five-star hotels in Amman, the country's capital. A convenience sample of 401 people received questionnaires from the researchers. The valid data was examined using Structural Equation Modeling (SEM) and SPSS V.25 (AMOS V.20). Findings: The study found a favorable relationship between website quality and customer loyalty as well as a positive correlation between e-trust and consumer satisfaction. Additionally, there is a direct correlation between customer satisfaction and loyalty. Research implications: Hotels should take steps to gain the public's trust if they want their websites to be regularly preferred by visitors. The website should also show a relationship between its target audience and the information and images about the hotel by consistently updating both. It has been demonstrated that users of online hotel booking websites exhibit higher levels of trust in websites. When a customer sees what to expect when staying at the hotel, their sense of risk reduces. Originality/value: In order to research the marketing function of hotel services, which today heavily rely on online hotel reservations, this study is a ground-breaking endeavor to improve the worldwide tourism industry. The results should spur Jordanian hotels to research the factors that influence customer loyalty for online reservations.
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Yang, Song, Songshan (Sam) Huang, and Gang Shen. "Modelling Chinese consumer choice behavior with budget accommodation services." International Journal of Culture, Tourism and Hospitality Research 11, no. 3 (August 7, 2017): 341–54. http://dx.doi.org/10.1108/ijcthr-02-2016-0019.
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Purpose This study aims to identify key factors influencing Chinese domestic travelers’ behaviors in hotel selection from a pool of budget hotel attribute-based factors and customer personal characteristics and determine the extent to which these factors impact on domestic Chinese travelers’ hotel selection preferences. Design/methodology/approach This study uses a discrete choice experimental design and a multinomial logit model to examine the key influential factors contributing to Chinese domestic travelers’ choice behavior to budget hotels. Both hotel attribute-based and personal trait factors were tested. Findings Results indicate that location, price and business functions were factors influencing guest choice behavior. For budget hotels, being located in the traditional central business districts and having a restaurant would leverage guest preference to stay. Among consumers’ personal characteristics, income, occupation, purpose of travel, personal attitude and past experience were found to be determinants of guest choice behavior. Practical implications This study contributes to the understanding of Chinese domestic travelers’ choice behaviors toward budget hotels and offers insights for industry practitioners to better design budget hotel products and service. Originality/value This research is the first that integrates hotel attributes with travelers’ characteristics and quantitatively evaluate the determinants affecting hotel choice behavior in China. The insights are of value academically to our understanding of cognitive mechanism underlying choice behavior.
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Sarmah, Bijoylaxmi, Shampy Kamboj, and Zillur Rahman. "Co-creation in hotel service innovation using smart phone apps: an empirical study." International Journal of Contemporary Hospitality Management 29, no. 10 (October 9, 2017): 2647–67. http://dx.doi.org/10.1108/ijchm-12-2015-0681.
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Purpose The purpose of this study is to extend and revise the basic technology-based service (TBS) adoption model in luxury hotels in India using smart phone apps, and to analyse the impact of the guests’ innovativeness, willingness to co-create, need for interaction and involvement on their adoption intention towards co-creatively developed new services. Design/methodology/approach Data were collected through online and field surveys from luxury hotel guests, resulting into 229 valid responses. A data analysis was done by applying the confirmatory factor analysis along with structure equation modelling. Findings The findings of this study indicate that both guests’ innovativeness and need for interaction with service staff significantly affect their involvement. A guest’s willingness to co-create acts as a partial mediator between his/her innovativeness and intention to adopt co-creatively developed new services. Research limitations/implications Use of smart phone apps by hotel guests to co-create new services and their intentions to adopt such services have been examined in the context of luxury hotels in India only and thereby limits generalization of results to other industry and country contexts. Practical implications The findings of this study would look to guide policy planners and hotel managers for implementing technology application in the co-creative hotel service innovation. Originality/value The need for interaction and customer involvement have been added as two supportive variables to the basic TBS model to analyse the adoption intention of luxury hotel guests. This is a new addition to existing literature, as majority of empirical studies in this field are from industries other than hospitality and with differing contexts.
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Lyu, Yijing, Xing Zhou, Weiwen Li, Junbao Wan, Jie Zhang, and Canhua Qiu. "The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry." International Journal of Contemporary Hospitality Management 28, no. 9 (September 12, 2016): 1992–2012. http://dx.doi.org/10.1108/ijchm-03-2015-0128.
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Purpose On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance (PCSP) in the hotel industry. Design/methodology/approach Data were collected from 198 service employee-coworker dyads from 12 hotels in China. Previously developed and validated measures of abusive supervision, organizational identification, collectivism and PCSP were used and found to be highly reliable in this study. Findings Time-lagged data from 12 hotels in China reveal that abusive supervision negatively influences service employees’ PCSP, through organizational identification. In addition, employees’ collectivistic value orientation also strengthens the negative relationship between abusive supervision and organizational identification. These findings have several theoretical and managerial implications, especially for hospitality context. Practical implications First, the study suggests that hotels should design supervisors’ selection, training and monitoring to reduce mistreatment, which could be highly costly to employees’ identification and hence proactive behaviors. In addition, hotel supervisors are encouraged to learn to regulate their emotions by developing emotional management skills and interpersonal skills. Second, because collectivists are more likely to be affected by abusive supervisors, organizations should pay special attention to them by allocating more supportive resources, providing psychological comfort and expert counseling. Finally, hotels and managers should seek to meet individuals’ basic needs by fostering positive relationships between supervisors and employees, offering favorable treatment and connecting an organization’s goals with employees’ individual values. By doing so, employees’ organizational identification will be enhanced and hence contribute to PCSP. Originality/value First, scarcely any study has focused on negative types of leadership styles and how they affect employees’ PCSP. The authors address the research gap by extending the antecedent scope of PCSP to dark side management and provide empirical evidence about the suppressing effects of abusive supervision on PCSP. Second, the focus on organizational identification provides a new extension for social identity theory in application for incurring employees’ proactive behaviors. Third, this study provides a novel contribution by suggesting that the level of collectivism an employee holds can exacerbate the salience of abusive supervision.
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Wan, Yim King Penny, Sow Hup Joanne Chan, and Hui Lan Wendy Huang. "Environmental awareness, initiatives and performance in the hotel industry of Macau." Tourism Review 72, no. 1 (April 18, 2017): 87–103. http://dx.doi.org/10.1108/tr-06-2016-0016.
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Purpose This paper aims to examine the environmental awareness, initiatives and performance in the Macau hotel industry. Design/methodology/approach A mixed research method was adopted involving quantitative surveys with 31 hotels in Macau and 11 face-to-face interviews with the hotel managers, facilities managers and engineers. Findings Response from surveys and interviews with 31 hoteliers show that hotels in Macau have a high level of environmental awareness. Most hoteliers actively introduce initiatives that contribute to cost savings. Initiatives including using energy conservation light bulbs, having an active system to detect/repair leaking facilities and installing water conserving fixtures are widely implemented, while programs involving using solar lawn light, recycling leftover food and reusing wastewater are not. Major barriers for going green include the lack of government regulations on environmental management (EM), financial constraints, the lack of employees to handle EM and the fear that environmental initiatives may negatively impact the guest’s experience, especially those VIP and hardcore gamblers and customers who expect enjoying the luxuries services in Macau hotels. Lower star hotels experience more difficulties in adopting green approaches. Research limitations/implications This paper presents a single case study of Macau; therefore, the results in this research may have limited generalizability. Originality/value This paper is one of the very few attempts that investigate EM in Macau – a renowned world tourism and gambling destination, where the vast majority of hotels have their casino facilities. Results show that apart from the financial consideration and the lack of government enforcement to adopt green measures similar to hotels in other destinations, EM practices of Macau’s hotels are also constrained by its customer base and the acute shortage of human resources that is caused by the tourism boom.
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Tajeddini, Kayhan. "Customer Orientation, Learning Orientation, and New Service Development." Journal of Hospitality & Tourism Research 35, no. 4 (January 13, 2011): 437–68. http://dx.doi.org/10.1177/1096348010380599.
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Although many studies have investigated the role of customer orientation and learning orientation on a firm’s performance in small, medium, and large enterprises, the literature provides little empirical evidence about the role of customer orientation and learning orientation within the hotel industry. This current work investigates the influence of these variables on new service development and their subsequent effect on performance (financial and perceptual). Also, the impact of participating managers’ positive attitude toward change on new service development has been examined. Using data from hotel managers and owners located in Switzerland, several hypotheses have been formulated and tested. The findings not only verify aspects of prior research but also provide a new insight by exploring customer orientation, learning orientation, and new service development simultaneously, revealing how these factors affect the performance of the Swiss hotel industry. Although support for some hypotheses was found, these results need to be evaluated in light of the limitations, which moderate the contribution and also provide areas for further research.
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Gregory, Amy M., H. G. Parsa, Khaldoon Nusair, David J. Kwun, and Sanjay Putrevu. "Examining the effects of vacation ownership product attributes on customer satisfaction." International Journal of Contemporary Hospitality Management 27, no. 1 (February 9, 2015): 52–70. http://dx.doi.org/10.1108/ijchm-07-2013-0284.
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Purpose – This research aims to propose a model that may be used to classify product attributes according to their effect on customer satisfaction within the services industry. It also aims to apply the model to vacation ownership products and to explore attributes related to both the purchase and use of the product: an owned luxury product. Design/methodology/approach – Data from 3,231 vacation ownership customers of multiple international companies were analyzed using a modified Kano model and related questionnaire. Findings – This study reveals the effect that specific product attributes have on customer satisfaction. It addresses previously unexplored attributes (i.e. sales techniques and hotel program benefits), confirms others previously identified with customer satisfaction (i.e. amenities, exchange benefits, hotel affiliation and vacation counselors) and reveals those that had no incremental effect on overall satisfaction (i.e. financing and activities). Practical implications – Results of this study suggest that attributes have varying effects on customers’ overall satisfaction and submit that companies may wish to focus their efforts in particular areas to maintain or improve overall satisfaction. Doing so may create opportunities for companies to increase satisfaction, operate more efficiently or distinguish themselves within the marketplace. Originality/value – This research is the first comprehensive examination of customer satisfaction related to the purchase and consumption of an owned luxury vacation product, reveals misconceptions related to certain product attributes, uncovers previously unidentified attributes, provides a model for examining customer satisfaction that could be applied across lodging products and provides a benchmark for future studies.
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Singh, Harman Preet, and Ibrahim Abdullah Alhamad. "A Novel Categorization of Key Predictive Factors Impacting Hotels’ Online Ratings: A Case of Makkah." Sustainability 14, no. 24 (December 11, 2022): 16588. http://dx.doi.org/10.3390/su142416588.
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In the present Internet age, customers have turned to online booking websites to meet their demand for quality hotel services and convey their experiences. As hotels can survive and succeed by satisfying consumers and obtaining high online ratings, this research predicts the key factors impacting these ratings. The study analyzes online consumer review data gleaned from the popular Booking.com website for hotel ratings near the key religious heritage site in Makkah, Saudi Arabia. The research applies the four-factor theory due to its importance in studying consumer satisfaction and prior non-application to the hospitality and tourism industry. This theory extended the two-factor theory to report four distinct sets of factors: satisfiers, dissatisfiers, criticals, and neutrals. Accordingly, the present research presents a novel categorization of key predictive factors and enriches the literature, which categorized factors as either satisfiers or dissatisfiers. Consequently, facilities and comfort are critical factors, while cleanliness, staff, and location are satisfiers; the value for the money spent is dissatisfier; the availability of breakfast and restaurants are neutral factors. The hospitality industry, specifically the hotel industry, can focus on characteristics of the four distinct sets of factors; various nations can leverage the findings to boost their hospitality and tourism sectors.
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Salazar, Ana. "Hospitality trends: opportunities and challenges." Worldwide Hospitality and Tourism Themes 10, no. 6 (December 3, 2018): 674–79. http://dx.doi.org/10.1108/whatt-07-2018-0047.
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Purpose The main purpose of this paper is to summarize the trends and suggestions for the hospitality sector, identified by a number of authors and publications. Design/methodology/approach A content analysis was performed using publications available on reliable websites on the internet as the source for data collection. Findings In general, technology will have an enormous emphasis on how the hotel industry is changing. The new generation of millennial travellers and growing competition brought on by the ever-evolving sharing economy has led to the industry upping its game to cater to a rapidly changing customer base that looks for meaningful local experiences and personalized services. Originality/value Gathering this information and making recommendations to cope with those trends can lead managers to have a more proactive approach on their strategic and operational decisions, thus enhancing their competitiveness on the hospitality market.
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Repetti, Toni, Susan Roe, and Amy Gregory. "Pricing strategies for resort fees: consumer preferences favor simplicity." International Journal of Contemporary Hospitality Management 27, no. 5 (July 13, 2015): 790–809. http://dx.doi.org/10.1108/ijchm-06-2013-0237.
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Purpose – The purpose of this study is twofold: to determine hotel customers’ preference among hotel amenities pricing strategies, specifically a bundled, all-inclusive charge in the form of a resort fee, a limited choice resort fee at a lower price or a la carte pricing, and to determine whether hotel customer prefer bundled or partitioned pricing when faced with a mandatory resort fee. Design/methodology/approach – An online survey of participants aged 18 years and older who had taken an overnight leisure trip in the past six months is conducted. A fixed-choice set conjoint analysis is performed to analyze the 353 usable surveys. Findings – Results of this conjoint analysis show that 67 per cent of respondents prefer bundled pricing over partitioned pricing. Respondents also show higher utility for no resort fee and paying for amenities based on usage instead of being forced to pay a mandatory resort fee. Practical implications – Guest preferences for pricing strategies can provide hotel operators with valuable information on how to establish pricing structures. Results suggest that hotel operators could benefit from presenting a bundled price inclusive of room rates and mandatory fees. Originality/value – This is the only known study that examines mandatory fees in which customers receive additional amenities or services in exchange for an additional surcharge. This study also adds to the literature on pricing research in the hospitality industry.
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Sanjeev, Gunjan M., and Richard Teare. "Reflections on the theme issue outcomes." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 504–10. http://dx.doi.org/10.1108/whatt-05-2016-0028.
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Purpose The paper aims to profile the theme issue of Worldwide Hospitality and Tourism Themes titled “How is the need for innovation being addressed by the Indian hospitality industry?” with reference to the experiences of the theme editor, contributors from the industry and academia and the theme issue outcomes. Design/methodology/approach The paper uses structured questions to enable the theme editor to reflect on the rationale for their theme issue question, the starting-point, the selection of the writing team and material and the editorial process. Findings It highlights recent innovations that have taken place in the Indian hospitality industry especially in the areas of customer service, cost competitiveness, culinary management, revenue management and technology. Practical implications As hotel sector investment in India intensifies, this theme issue will be of interest to hoteliers, policy makers, analysts and others interested in the role that innovation can play in helping to facilitate differentiation between competing hotel products and services. Originality/value There is limited literature available on industry innovations in the Indian context. All the papers in this theme issue were written after several cycles of interaction between academics and practitioners and so they incorporate real–time, relevant and contemporary data.
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Law, Rob, Rosanna Leung, Ada Lo, Daniel Leung, and Lawrence Hoc Nang Fong. "Distribution channel in hospitality and tourism." International Journal of Contemporary Hospitality Management 27, no. 3 (April 13, 2015): 431–52. http://dx.doi.org/10.1108/ijchm-11-2013-0498.
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Purpose – The purpose of this paper is to reexamine several issues about disintermediation from the perspectives of tourism product/service suppliers (hotels) and traditional intermediaries (travel agencies), considering the move of the current distribution landscape toward disintermediation. Internet and mobile technologies offer various tools for consumers to search and purchase products/services from suppliers directly. Consequently, the necessity and role of traditional intermediaries in the industry become questionable. Design/methodology/approach – In all, six focus group interviews were conducted to collect primary data from ten managers of three traditional travel agencies and 11 managers from three business hotels in Hong Kong, which is a major travel destination in Asia with many world-class hotels and tourism facilities. Findings – Despite their different business backgrounds, the interviewees agreed on the increasing importance of Internet technology in the distribution of tourism products. The interviewees also posited that traditional travel agencies are still needed to serve certain customer groups, albeit their role may have little importance. Practical implications – Practitioners should adapt to technologically induced changes to remain competitive in the e-business era. Originality/value – This paper provides several original contributions. First, this paper supplements the extant literature by revealing how modern practitioners perceive disintermediation in the tourism and hospitality industry. Second, this paper is the first to investigate the disintermediation issue from the perspectives of tourism product/service suppliers and intermediaries. Finally, this paper provides a reference for industry practitioners to establish adequate strategies that take advantage of Internet technology.
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Pascual-Fernández, Primitiva, María Leticia Santos-Vijande, and José Ángel López-Sánchez. "Harnessing innovation success in hotels: the interplay among key drivers of new service performance." International Journal of Contemporary Hospitality Management 32, no. 9 (July 29, 2020): 2757–76. http://dx.doi.org/10.1108/ijchm-12-2019-0988.
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Purpose This study aims to examine the interplay among three key drivers of service innovation success in the hospitality industry. Specifically, how internal marketing practices in hotels influence frontline employee involvement, training and empowerment for the new service provision (frontline employee ITE) and new service advantage. The study also analyzes how success factors affect new service internal and external performance. Design/methodology/approach Using data collected from managers of 256 hotels located in Spain, the model is tested through structural equation modeling data analysis. Findings Internal marketing practices have a positive and direct effect on frontline employee ITE, which, in turn, strengthens new service advantage. Frontline employee ITE also has a positive effect on the employees’ satisfaction and motivation (new service employee outcomes). New service employee outcomes and new service advantage reinforce the new service customer outcomes in terms of customer’s loyalty, improved hotel image and perceived leadership. Both new service employee and customer outcomes benefit new service market outcomes. Research limitations/implications The findings are obtained from a cross-sectional study. Hotel managers must pay particular attention to internal marketing practices, as they foster key drivers of new service success that ultimately improve new service internal and external performance. Originality/value This study extends the literature on service innovation success providing for the first time a study of the interrelationships among organizational and project-level new service success factors in the hospitality context.
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Chathoth, Prakash K., Gerardo R. Ungson, Robert J. Harrington, and Eric S. W. Chan. "Co-creation and higher order customer engagement in hospitality and tourism services." International Journal of Contemporary Hospitality Management 28, no. 2 (February 8, 2016): 222–45. http://dx.doi.org/10.1108/ijchm-10-2014-0526.
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Purpose – This paper aims to present a review of the literature associated with co-creation and higher-order customer engagement concepts and poses critical questions related to the current state of research. Additionally, the paper presents a framework for customer engagement and co-creation with relevance to hospitality transactions. Design/methodology/approach – Earlier research on co-production, co-creation, consumer engagement and service-dominant logic are discussed and synthesized. Based on this synthesis, links and contrasts of these varying research streams are presented providing an articulation of key characteristics of each and how these might be applied within a hospitality context. Findings – Modalities in service transactions vary among traditional production, co-production and co-creation based on changes in attitudes, enabling technologies and the logic or ideology supporting the change. Transaction characteristics vary among manufacturing, quasi-manufacturing and services based on several key categories including differences in boundary conditions, enablers, success requirements, sustainability requirements, the dominant logic used and key barriers/vulnerabilities. When creating experiential value for consumers, firms should consider several aspects ex-ante, in-situ and ex-post of the change and during the change process. Research limitations/implications – Firms need to move toward higher-order customer engagement using co-creative modalities to enhance value creation. Current practices in the hotel industry may not in their entirety support this notion. Ex-ante, in-situ and ex-post considerations for creating experiential value need to be used as part of a checklist of questions for firms to pose in order to move toward managing customer experiences using the service-dominant logic as part of the firm’s orientation toward its market. This would give it the required thrust to create superior engagement platforms that use co-creative modalities while addressing the barriers to higher-order customer engagement as identified in the literature. Originality/value – The hospitality and tourism literature on co-creation and higher-order customer engagement is still in its infancy. A synthesis of these early studies provides support for the need for future research on co-creation that more clearly articulates the modality firms could use to move toward co-creation. This paper develops a dynamic framework using characteristics of co-creation that integrate the various stages of value creation (i.e. input, throughput and output).
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Harkison, Tracy. "Acccommodating co-creation in a hotel experience." Hospitality Insights 1, no. 1 (October 20, 2017): 3–4. http://dx.doi.org/10.24135/hi.v1i1.5.
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The co-creation process within the New Zealand luxury accommodation sector has, until recently, been under researched. However, in 2016, a doctoral thesis was completed [1] with the key question, ‘how is the luxury accommodation experience created?’ Following an interpretivist paradigm, data were collected that included 81 interviews (of 27 guests, 27 employees and 27 managers) within six luxury properties (three luxury hotels and three luxury lodges) which were selected via purposive sampling.
Drawing from the findings of the thesis, this article aims to show that co-creation is a valuable tool for hoteliers. Co-creation is about customers creating value for themselves through an interactive relationship with a company. The hospitality industry is a complete veteran at this; for example, the use of à-la-carte menus, whereby a customer has the ability to compose a meal that has value specifically for them. The possible scope of the co-creation process, beyond à-la-carte menus, is now being recognised by the luxury accommodation sector.
Co-creation can be described as a joint process that involves a customer and an organisation resulting in an output of value [2]. Co-creation permits and indeed encourages a more active involvement from the customer [1], and is important to organisations as it can ensure that any personal interaction that their customers have adds value to their experience [3]. If co-creation is used to its full potential, it can give an organisation a competitive advantage due to increased customer satisfaction resulting in a positive impact on customer loyalty [4]. Co-creation can also provide continual feedback for improving existing services, presenting a business with constant opportunities to increase their revenue and success [5].
In summary, the main finding of the doctoral research was the consensus among guests, employees and managers that the luxury accommodation experience is materialised through a process of co-creation, involving the many different forms of interaction happening between guests, employees and managers, as well as with external contributors outside of the properties [1].
The practical implications of co-creation cannot be determined without luxury properties first identifying what makes their accommodation a luxury experience. When this has been defined, more interaction between guests, employees and managers should be encouraged to ensure that this particular brand of luxury accommodation experience is created. This could include having staff members dedicated to interacting with guests, and having certain ‘touch points’ throughout the guests’ stay that ensure the type and the amount of engagement that is required happens. External co-creation should also be encouraged; for example, staff visiting the local producers of food and wine, which in turn would enable them to talk more informatively to guests about these products when they are interacting with them during their stay. Another example would be to build relationships with external agents who offer activities to the guests, to enable the continuation of the experience when guests are away from the property.
Luxury properties also need to apply co-creation strategies that would enable guests to innovate new products and services. One such strategy is in the form of a digital customer relationship management tool; an example of this being HGRM – Happy Guest Relationship Management, although this technology is still quite innovative. Hotels and lodges need to make sure that they are using Web 2.0 applications such as videos, blogs, fora, wiki, podcasts, chat rooms, YouTube, Twitter and Facebook to encourage communication and social interaction, which is the customer engagement that enables co-creation.
For any business that is involved in customer experience, especially hospitality, there is every good reason to go down the route of co-creation, especially when it can give that business a competitive advantage.
If you would like to read the PhD thesis this research is based on you can access it here: http://aut.researchgateway.ac.nz/bitstream/handle/10292/9925/HarkisonT.pdf?sequence=3
Corresponding author
Tracy is a Senior Lecturer in Hospitality at Auckland University of Technology, New Zealand. Her research passions are hospitality education and the co-creation of luxury accommodation experiences. This has resulted in the completion of her PhD thesis on how the luxury accommodation experience is created.
Tracy Harkison can be contacted at: tracy.harkison@aut.ac.nz
References
(1) Harkison, T. How is the Luxury Accommodation Experience Created? Case Studies from New Zealand; Ph.D. Thesis, Auckland University of Technology, 2016.
(2) Prahalad, C. K.; Ramaswamy, V. Co-creation Experiences: The Next Practice in Value Creation. Journal of Interactive Marketing 2004, 18(3), 5–14. https://doi.org/10.1002/dir.20015
(3) Chathoth, P. K.; Ungson, G. R.; Harrington, R. J.; Chan, E. S. Co-creation and Higher Order Customer Engagement in Hospitality and Tourism Services: A Critical Review. International Journal of Contemporary Hospitality Management 2016, 28(2), 222–245.
(4) Oyner, O.; Korelina, A. The Influence of Customer Engagement in Value Co-creation on Customer Satisfaction: Searching for New Forms of Co-creation in the Russian Hotel Industry. Worldwide Hospitality and Tourism Themes 2016, 8(3), 327–345.
(5) Thomas, A. K.; James, P. S.; Vivek, N. Co-creating Luxury Hotel Services: A Framework Development. Life Sciences Journal 2013, 10(7s), 1005–1012. http://www.lifesciencesite.com 162
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Gherissi‐Labben, Thouraya, Roland Schegg, and Jamie Murphy. "E‐mail customer service in the Tunisian hotel industry." Tourism Review 58, no. 2 (February 2003): 18–26. http://dx.doi.org/10.1108/eb058405.
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Kim, Jungsun (Sunny), Sungsik Yoon, and Dina Marie V. Zemke. "Factors affecting customers’ intention to use of location-based services (LBS) in the lodging industry." Journal of Hospitality and Tourism Technology 8, no. 3 (October 2, 2017): 337–56. http://dx.doi.org/10.1108/jhtt-03-2017-0023.
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Purpose The purpose of this study is to investigate the determinants of customers’ intentions to use location-based services (LBS) offered by a hotel. The study examined whether hotel customers’ coupon proneness, trust, privacy concerns and familiarity with LBS are significant determinants of their intentions to use LBS. Design/methodology/approach An online survey using a scenario-based narrative was administered to collect data from participants who have smartphones and have stayed at a full-service hotel within the previous 12 months. A research model tested data collected from 402 hotel customers, using confirmatory factor analysis and structural equation modeling. Findings Three proposed determinants (i.e. familiarity, coupon proneness and trust) positively influenced customers’ intentions to use LBS. Out of the four dimensions of privacy concerns (concerns of collection, error, unauthorized secondary use and improper access), only concerns about data collection negatively influenced customers’ intentions to use a hotel’s LBS. Originality/value This study extends the literature on LBS adoption and other technology with privacy issues by modifying existing models and empirically testing it in the new context of hotels.
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Martín-Ruiz, David, Carmen Barroso-Castro, and Isabel Mª Rosa-Díaz. "Creating customer value through service experiences: an empirical study in the hotel industry." Tourism and hospitality management 18, no. 1 (June 2012): 37–53. http://dx.doi.org/10.20867/thm.18.1.3.
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The main research objectives of this paper are: first, to identify the three levels of a service evaluation: attributes (service value), outcome (service experience), and values (developing service relationships); secondly, to differ and to relate the perceptions of service value with service experience components. According to the ‘theory of cognitive schemata’ and the ‘means-end theory’, the components of a service experience are hierarchical in nature. Thus, customers evaluate their experiences – and build their service relationships – taking into account not only the attributes of the service (first level of abstraction), but also the outcomes and consequences that those attributes cause on them (highest level of abstraction). Marketing research has been mostly focused on the detection of affective aspects of quality and satisfaction. However, little attention has been devoted to the cognitive organization of the structure of evaluative judgments in the customer’s mind. According to our results, servicescape provides the strongest driver of service value when creating service experiences, followed by service equity. Elements such as the service atmosphere, hotel facilities, etc. are significant contributors to customer’s easiness to relax and escape from routine, which are the two major factors in the service experience. Similarly, hotel managers should take note of the importance of service equity by developing strong brand images which capitalize on customer’s experiences rather than service attributes.
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Lei, Sut Ieng, Dan Wang, and Rob Law. "Hoteliers’ service design for mobile-based value co-creation." International Journal of Contemporary Hospitality Management 31, no. 11 (November 11, 2019): 4338–56. http://dx.doi.org/10.1108/ijchm-03-2018-0249.
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Purpose This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences. Design/methodology/approach Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers’ reasoning behind the design of mobile-based services through qualitative research. Data were collected from interviews with hotel managers representing best-practice companies in the industry. Findings The findings provide a rich description of mobile-based value co-creation in the hotel context. They delineate hoteliers’ understanding of mobile technologies as a means to co-create value, their strategic considerations and the forms in which value is expected to be co-created. Research limitations/implications This study unearths the new roles of hoteliers, unique forms of value co-creation and their underlying structures in the specific context of mobile-based value co-creation. Practical implications based on industry best practices are provided for hospitality companies seeking to innovate by co-creating value with customers using mobile technologies. Originality/value This research paper contributes to the hospitality literature on IT-enabled service innovation and value co-creation by comprehensively explaining the underlying structure and design of co-created experiences facilitated by mobile-based services.
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Connolly, Pauline, and Geraldine McGing. "High performance work practices and competitive advantage in the Irish hospitality sector." International Journal of Contemporary Hospitality Management 19, no. 3 (April 24, 2007): 201–10. http://dx.doi.org/10.1108/09596110710739903.
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PurposeFailte Ireland argues that high performance work practices will provide the Irish tourist industry with the necessary competitive edge. The main focus of this study is to explore the extent of these practices in the Irish hospitality industry with particular emphasis on the practices of staff empowerment and participation.Design/methodology/approachA questionnaire was chosen as the most appropriate means of obtaining information from managers because respondents could be targeted in a cost effective method. A total of 71 questionnaires were mailed to managers in all three, four and five‐star hotels in the Dublin and greater Dublin area.FindingsThe data show that Dublin‐based hotels display some of the human resource practices associated with high performing work practices. There are, however, very low levels of employee participation, which many authors argue are the cornerstone of high performance practices.Practical implicationsThe Irish hotel industry is undergoing fundamental change, not least of which is the increasingly demanding and discerning clients. Customers are demanding quality products and services, speed and reliability of service, price competitiveness and innovation. If Irish hotels are to survive and remain competitive, the issue of staff representation, participation and the channels of communication will have to be addressed. Recognising, utilizing and developing their human resources may be the most significant challenge that management faces, and it is posited that those organisations that excel at this will be the industry leaders.Originality/valueThe paper offers insights into the realities of management practices in hotels in an Irish setting.
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Mody, Makarand Amrish, Courtney Suess, and Xinran Lehto. "The accommodation experiencescape: a comparative assessment of hotels and Airbnb." International Journal of Contemporary Hospitality Management 29, no. 9 (September 11, 2017): 2377–404. http://dx.doi.org/10.1108/ijchm-09-2016-0501.
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Purpose Accommodations providers in the sharing economy are increasingly competing with the hotel industry vis-à-vis the guest experience. Additionally, experience-related research remains underrepresented in the hospitality and tourism literature. This paper aims to develop and test a model of experiential consumption to provide a better understanding of an emerging phenomenon in the hospitality industry. In so doing, the authors also expand Pine and Gilmore’s original experience economy construct. Design/methodology/approach Using data from a survey of 630 customers who stayed at a hotel or an Airbnb in the previous three months, the authors performed a multi-step analysis procedure centered on structural equation modeling to validate the model. Findings The authors demonstrate that the dimensions of serendipity, localness, communitas and personalization represent valuable additions to Pine and Gilmore’s original experience economy construct. Airbnb appears to outperform the hotel industry in the provision of all experience dimensions. The authors further define the pathways that underlie the creation of extraordinary, memorable experiences, which subsequently elicit favorable behavioral intentions. Practical implications The findings suggest the need for the hotel industry to adopt a content marketing paradigm that leverages various dimensions of the experience economy to provide customers with valuable and relevant experiences. The industry must also pay greater attention to its use of branding, signage and promotional messaging to encourage customers to interpret their experiences through the lens of these dimensions. Originality/value The study expands a seminal construct from the field of services marketing in the context of the accommodations industry. The Accommodations Experiencescape is offered as a tool for strategic experience design. The study also offers a model of experiential consumption that explains customers’ experiences with accommodations providers.
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Wong, IpKin Anthony, Hoi In Veronica Fong, Aliana Man Wai Leong, and Jacky Xi Li. "Predicting event tourists’ gambling decision: the cross-level effect of brand equity." International Journal of Contemporary Hospitality Management 31, no. 7 (July 8, 2019): 2951–69. http://dx.doi.org/10.1108/ijchm-05-2018-0434.
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Purpose The scant literature on MICE (meetings, incentives, conferences and exhibitions) tourists’ gambling behavior calls for a need to explore how their decision to gamble (hereafter, “gambling decision”) may unfold. Consequently, several questions germane to the inter-relationships among event tourists’ characteristics, casinos attributes, and gambling behaviors remain largely unaddressed. This paper aims to address the void in the literature by investigating event participants’ gambling decision. Design/methodology/approach Data were collected based on two samples, and a multilevel design was used to test the proposed model. Demographic and event-related participant characteristics were examined as antecedents of gambling decision at the individual level. Event goers’ accommodation characteristics such as brand equity and type of hotel were explored as cross-level effects on the individual-level factors and relationships. Findings Results of the study illustrate a joint influence – in terms of both direct and moderating effects – of individual-level and organizational-level characteristics on gambling decision. In particular, brand equity moderates the relationships leading from demographic and event-related characteristics to gambling decision. Practical implications The inter-relationships among events, accommodations and casinos present an opportunity for hospitality practitioners to better integrate these three services in a more coherent experiential offering for the ever-demanding MICE attendees. Findings also help practitioners to justify their targeting strategy. Originality/value The proposed framework presents the dynamic nature of the hospitality industry in which the event, hotel and casino sectors are interdependent, a picture hitherto prevented by the single-level oriented nature of gambling and hospitality research which largely focuses on the individual perspective. Given the dynamic nature of the hospitality industry, the findings elucidate a complex interdependency of customer needs.
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KUZMYNCHUK, Т. V., N. M. ANDRYEYEVA, T. M. KUTSENKO, and N. V. ASAULENKO. "APPROACHES TO BUILDING A MANAGEMENT SYSTEM FOR HOTEL AND RESTAURANT ENTERPRISES IN THE CONTEXT OF MARKETING ACTIVITIES." Economic innovations 23, no. 4(81) (December 20, 2021): 76–84. http://dx.doi.org/10.31520/ei.2021.23.4(81).76-84.
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Topicality. The hotel and restaurant business has suffered significant financial losses during the coronavirus pandemic and restrictive measures, which has negatively affected the development of the global services industry as a whole. The small share of Ukraine's GDP in the hospitality sector indicates a deep crisis in the industry and the difficulty of resuming hotel and restaurant and tourism businesses, which threatens the stable development of the national economy and its recovery to overcome the effects of the coronavirus pandemic. Aim and tasks. The main reasons for the loss of revenue in the hospitality industry are the risks of spreading COVID-19 and the need to comply with anti-epidemiological measures, which requires the creation of adequate to the challenges of modern enterprise management system based on marketing principles. management systems of hotel and restaurant enterprises in the context of ensuring their competitiveness in the process of marketing activities. Research results. The theoretical and methodological basis for writing the article were the development of domestic and foreign economists in the field of management systems, areas of competitiveness, the principles of formation and implementation of marketing policy. The research was conducted using such general scientific methods as: generalization and comparison; deductive and inductive analysis; statistical analysis to identify and summarize trends in the hotel and restaurant business, the choice of areas for the formation of an effective management system and the development of marketing measures to increase their competitiveness. The functional approach to building a model of hotel and restaurant management system, which includes control and monitoring subsystems and management influences, which are formed as a result of collecting information on the state of the environment and the state of the object of management. The presence of feedback allows the control system to provide a rapid response to environmental threats and make effective management decisions based on the behavior of the controlled subsystem. Conclusions. The importance of such an element of forming an effective management system of hotel and restaurant enterprises on the principles of marketing as a subsystem of marketing services, aimed at using modern information and communication technologies to ensure free access of customers to goods and services. Simultaneously with the large-scale introduction of the latest technologies, it is necessary to develop other management subsystems, which will accelerate the introduction of modern approaches to solving current problems in the marketing activities of hotel and restaurant and tourism businesses. Prospects for further research are the development and implementation of modern tools for the formation and implementation of management decisions aimed at solving problems of marketing efficiency of hospitality enterprises.
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Chen, Mengyuan, Yijing Lyu, Yan Li, Xing Zhou, and Weiwen Li. "The Impact of High-Commitment HR Practices on Hotel Employees’ Proactive Customer Service Performance." Cornell Hospitality Quarterly 58, no. 1 (July 10, 2016): 94–107. http://dx.doi.org/10.1177/1938965516649053.
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To explore the organizational antecedents of proactive customer service performance (PCSP), we developed and tested a multi-level model of the impact of high-commitment human resource (HR) practices on PCSP in the hospitality industry. Drawing on the proactive motivation model, the mediating roles of work-related self-efficacy, perceived organizational support, and harmonious passion for work are examined simultaneously in the relationship between high-commitment HR practices and PCSP. Using time-lagged data from 94 hotels in China, we found that high-commitment HR practices positively influenced service employees’ PCSP via work-related self-efficacy, perceived organizational support, and harmonious passion for work. We discuss the theoretical and managerial implications of this research and also give some suggestions on how to effectively adopt and implement high-commitment HR practices.
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Njoroge, Msafiri, Wineaster Anderson, Lena Mossberg, and Omari Mbura. "Entrepreneurial orientation in the hospitality industry: evidence from Tanzania." Journal of Entrepreneurship in Emerging Economies 12, no. 4 (March 7, 2020): 523–43. http://dx.doi.org/10.1108/jeee-11-2018-0122.
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Purpose The purpose of this study is to identify and validate indicators of entrepreneurial orientation (EO) in the hospitality industry, as well as to examine its dimensionality in the context of emerging economies with a specific focus on tourist hotels in Tanzania. Design/methodology/approach The study uses a mixed-method approach for data collection and analysis. The qualitative study involved 20 in-depth interviews with hotel managers. Based on interview insights, indicators of EO were identified and applied in contextualizing the study and develop the survey questionnaires. The second phase, which was quantitative in nature involved a survey of hotels (n = 346) in the Coastal and Northern tourist circuits of Tanzania for validation and generalization. The exploratory and confirmatory factor analyses were used to analyze the quantitative data. Findings EO in the studied context consists of proactive-risk-taking, innovativeness and competition approach. Hotels focus on proactive and risk-taking efforts concurrently, undertake wide-ranging acts; pursue bold and risk decisions in exploiting opportunities; being proactive on opportunity exploration but less emphasis on initiation speed on actions of competitors. Innovativeness focuses on providing quality services; standardization of services; product introduction; and technological advancements. Besides, the conventional dimensions, hotels use competition approach geared at extensive marketing; customer management; and flexibility in pricing based on competition. EO also exhibits multidimensionality with its dimensions exhibiting moderate-to-high correlations and with acceptable discriminant validity. Practical implications The study’s findings imply that EO and its respective indicators confirmed in western contexts are not necessarily a perfect reflection and applicable in the hospitality industry in emerging economies like Tanzania. Hospitality firms must be vigilant with contextual characteristics – economically, socially and culturally shaping entrepreneurial opportunities. Originality/value This study identifies and validates indicators of EO in the hospitality industry in emerging economies. Moreover, the study adds to the body of knowledge that EO in this context is also multidimensional in nature.
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Sanjeev, Gunjan M. "Innovations mount up in the Indian Hospitality Industry: summing up." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 496–503. http://dx.doi.org/10.1108/whatt-05-2016-0025.
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Purpose This paper aims to summarize and review the key innovations that have taken place in the Indian Hospitality Industry in recent times. Design/methodology/approach The paper draws on the findings and managerial implications as outlined by the contributors to this theme issue: “How is the need for innovation being addressed by the Indian Hospitality Industry?” Findings The paper highlights some of the recent innovations that have taken place in the Indian Hospitality Industry, especially in the areas of customer service, cost competitiveness, culinary management, revenue management and technology. It also highlights some of the key challenges faced by senior management of selected hotels in implementing innovative ideas and related processes. Practical implications With domestic hoteliers continuously expanding and foreign players’ intent on investing in India, it will be of interest to hoteliers and policymakers to know about the recent innovative measures adopted by the Indian Hospitality Industry. The innovations will aid hoteliers as they seek to create differentiation for their products and services. Originality/value There is limited literature on innovation in the Indian Hospitality Industry, especially with a focus on practitioner perspectives. This issue offers a significant contribution in the field of research in the Indian Hospitality Industry.
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Солнцева, О., O. Solnceva, А. Чудновский, A. Chudnovskiy, М. Жукова, M. Zhukova, В. Жуков, V. Zhukov, Ю. Цунаева, and Yu Cunaeva. "Formation of International Teams in Hotel Business on the Basis of Development of Cross-Cultural Communicative Competences." Management of the Personnel and Intellectual Resources in Russia 8, no. 3 (August 19, 2019): 55–61. http://dx.doi.org/10.12737/article_5d1db6edd333d0.40115137.
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The modern period of development of tourist and hotel business is characterized by the further development of the processes of globalization and internationalization of markets. This article is devoted to the improvement of hotel personnel management processes in a cross-cultural environment. We consider cross-cultural relationships in the hospitality industry, an ethnocentric approach in the formation of a hotel chain culture, and cross-cultural aspects of personnel management that contribute to the formation of a corporate value system. The article discusses the problem of recruitment and effective management in a multicultural workforce. An analysis is made of the influence of national peculiarities of personnel from different countries on the formation of a corporate culture and, as a result, on the management style. The authors argue that the intersection of various national cultures in the conditions of the functioning of the international hotel chain leads to the formation of a new type of hotel personnel management. Based on the analysis of the problems existing in the hotel management of international hotel chains, a grouping of cross-cultural personnel competences was proposed using the reception and accommodation services as an example. Arguments are presented justifying the need to take into account the differences of each group in the work of the managers of the contact zone of the reception and accommodation services and in the process of serving the guest during their stay. Cross-cultural communication competences in the hotel industry are a new, higher level of personnel management. The expediency of applying effective methods of selection, continuous professional retraining and hotel personnel management that would take into account the cultural characteristics of employees, which is a key success factor for the organization of the hotel business, is argued. An algorithm for introducing cross-cultural competencies in hotel management through the use of educational management tools is given. The intercultural, interlingual competences used in hotel management represent the basis of a new approach to the high level of customer service of hotels. The authors come to the conclusion that this is one of the features and conditions for the safe existence of international chain companies of the hotel business.
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Veríssimo, Medéia, and Carlos Costa. "Unveiling the key features of a positive service experience at hostels." International Journal of Contemporary Hospitality Management 31, no. 11 (November 11, 2019): 4276–92. http://dx.doi.org/10.1108/ijchm-03-2018-0255.
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Purpose This paper aims to unveil the factors that contribute to a positive hostel experience by electing key features and describing their nature from a customer perspective. Design/methodology/approach The study uses an exploratory, empirical approach, applying netnography to collect information about guests’ experiences from the five selected top-rated hostels in Europe and Latin America. A content analysis of 500 positive reviews was conducted exploring the critical features of service experience in hostel sector. Lisbon and Rio de Janeiro were selected for this study as they are among the destinations that have received top-rated hostel awards. Findings The findings reveal that a hostel experience carries a more symbolic than utilitarian meaning, especially in relation to its social dimension. Results indicate that a hostel stay is positively enhanced by ten key features, namely, staff, supplementary services (e.g. social activities), facilities, location, atmosphere, guests’ interactions, cleanliness, design and decoration, value for money and safety. Staff, supplementary services and facilities were the most mentioned hostel features, which emphasizes their potential to create a favourable environment for social interactions. Research limitations/implications Findings are restricted to a limited sample size and geographical area. The main limitation of the study lies, though, in the lack of studies concerning the specific context of hostels within a service experience approach. Practical implications Some hostels renounce low-quality stigma to establish themselves as a “cool” type of tourist accommodation. Offering a stay based on good value for money and social atmosphere, these establishments are shaping the industry’s future by both redefining the contemporary hostel’s image and attending to modern travellers’ specific needs. Given the increasing importance of hostels to tourism, this study provides information to scholars and industry practitioners who are interested in understanding how service experience can be enhanced in the hospitality industry. Originality/value This paper is a preliminary in-depth examination of factors that positively influence a hostel stay from a customer experience perspective. Thus, it provides insights into service experience management for the tourist accommodation sector.
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Bharwani, Sonia, and David Mathews. "Techno-business strategies for enhancing guest experience in luxury hotels: a managerial perspective." Worldwide Hospitality and Tourism Themes 13, no. 2 (May 31, 2021): 168–85. http://dx.doi.org/10.1108/whatt-09-2020-0121.
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Purpose This research aims at understanding techno-based strategies deployed by the hospitality industry by exploring the emerging technological product and process innovations that are actively being used in the hospitality space to deliver enhanced guest experiences. It also aims at gaining perspective about the challenges of technology adoption faced by the Indian luxury hotels that have traditionally been driven by high-touch, unscripted and personalised service. Design/methodology/approach This paper adopted a two-pronged methodology for data collection – in-depth semi-structured interviews with General Managers of Luxury Hotels in India and literature-based innovation output (LBIO). NVivo12 software was used to carry out a qualitative thematic analysis of the data. The primary data collected was then triangulated with secondary data gathered through literature review of academic papers, industry reports and studies on the use of technology for enhancing and co-creating customer experience in luxury hotels. Findings The research brings in to focus the importance of technology and high-tech, state-of-the-art tools in facilitating the co-creation and delivery of experiences in the context of luxury hospitality. However, it also emphasises that the high-touch dimension is the core of hospitality in luxury and premium hotels and should remain the primary driver of this segment. Luxury hotels will have to fine-tune and tailor their services and provide the right mix of high-tech and high-touch, depending on the micro-niche segments to which they cater. Practical implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in context of the evolving technology imperative and the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value This study is the one of the few empirical explorations of the techno-based strategies adopted by luxury hotels for co-creating enhanced and high-value experiences leading to critical implications for both hospitality and tourism theory and practice.
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Gupta, Vikas. "The influencing role of social media in the consumer’s hotel decision-making process." Worldwide Hospitality and Tourism Themes 11, no. 4 (August 12, 2019): 378–91. http://dx.doi.org/10.1108/whatt-04-2019-0019.
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Purpose This study aims to evaluate the role of social media on the hotel decision-making process of consumers during the evaluation stage of searching, identifying the alternatives and selecting a hotel in India. It will help the stakeholders in the hotel industry of India to make the social media platform more efficient for consumers by providing inputs on the factors consumers consider while making online hotel purchase. Design/methodology/approach This study involves an exploratory qualitative approach which includes 32 face-to-face, semi-structured, in-depth individual interviews with the social media platform users. The selection of interviewees for this study has been done on the basis of a non-random purposive sampling approach. Findings The findings reveal that social media plays an important role in affecting the way consumers search, decide and book hotels. It also suggests that social media helps consumers in collecting information about products and services, assessing alternatives and making their choices. It confirms that while negative facets exist, the positive benefits outweigh the negative aspects of using social media when selecting a hotel. The results also reveal the impact of circumstantial influence related to social media on hotel selection, on the basis of content source and the level of trust and accuracy in the content. Practical implications This study has some strategic implications for hospitality marketing and management related to a better understanding of the influence of social media on the hotel customer decision-making process. The study shows that a variety of social media with associated content sources and levels add to the complexity of hotel-related information search and decision behaviour. Originality/value The study makes a contribution by addressing the existing gaps and bridging the arena of consumer behaviour and social media literature in a hotel context and sheds light on how consumer decisions while selecting a hotel are influenced through social media. The core contribution is the generation of factors through in-depth interviews which are based on real-life scenarios relating to the influence of social media on hotel decision-making.