ABSTRACT
Purpose This study aims to examine the impact of COVID-19 on tourism and hospitality small and medium-sized enterprises (SMEs) in an emerging country located in Latin America and identifies service innovation strategies adopted by these firms to survive a prolonged crisis. Design/methodology/approach A qualitative investigation was conducted drawing on a framework of imposed service innovation. Data were obtained from in-depth interviews with owners/managers of 20 SMEs in the hospitality and tourism sector in Chile. Findings Findings show that the effect of COVID-19 on SMEs includes a decline in demand due to lockdowns and restrictions, with minimal government support. Tourism and hospitality SMEs developed different service innovation strategies to confront the crisis, and several businesses were even able to exploit new opportunities for future growth. Originality/value The effect of COVID-19 and SMEs' service innovation strategies to confront a prolonged crisis is a topic that is largely unexplored, particularly in the tourism and hospitality sector. The findings contribute to the literature on emerging markets, crisis management and SME innovation in tourism and hospitality. The findings provide managerial implications for SME managers, governments and policymakers.
ABSTRACT
Purpose>This study aims to empirically investigate the antecedents of tourists’ intentions to continue solo traveling.Design/methodology/approach>Drawing on the theory of planned behavior (TPB), an extended model on solo travel intentions is developed that incorporates variables related to past solo travel experiences, namely, tourist satisfaction, pleasure and self-development. An online survey was applied to 187 solo tourists from different countries. Hypotheses were tested with structural equation modeling.Findings>All the variables, except for subjective norms, are significant predictors of tourists’ intentions to continue solo traveling. Results confirm a good explanatory power of the extended TPB model.Research limitations/implications>Caution must be exercised with the results as tourists’ actual solo travel behavior may differ from their intentions. Future research may investigate tourists’ actual behavior by using longitudinal methods and include additional demographic variables as antecedents.Originality/value>This study empirically investigated the antecedents of tourists’ intentions to continue solo traveling – an under-researched topic. Previous research is mostly exploratory and largely focuses on female solo travelers.
ABSTRACT
PurposeThis study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption literature, it examines the main challenges for the elderly when adopting Internet services and how they and their family members can co-create value to improve the elderly service inclusion and well-being.Design/methodology/approachA qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews with consumers over 75 years of age and their family members.FindingsThis research first recognizes specific challenges for the elderly in adopting Internet services related to resistance to technology adoption and health impairments. Second, the findings identify value co-creation behaviors held by elderly consumers of Internet services: learning and formal training, complying with indications and seeking help when they encounter problems with technology. Family members also contribute to elderly well-being through two value co-creation behaviors: helping and supporting elderly relatives with technology and being patient and tolerant when they need support. Finally, these behaviors are found to influence five dimensions of elderly consumers’ well-being: enjoyment, personal growth, mastery, autonomy and social connectedness.Originality/valueThis study addresses a gap in the literature by exploring the value co-creation behaviors of elderly consumers of Internet services and their family members for improving well-being outcomes. Understanding value co-creation and well-being for elderly consumers of Internet services is an emerging and under-researched area in TSR and service inclusion literature.