ABSTRACT
PurposeThis study aims to propose a systematic knowledge management model to explore the causal links leading to the organizational crisis preparedness (OCP) level of integrated resorts (IRs) during the COVID-19 pandemic based on the intangible capital of organizational climate, dynamic capability, substantive capability and commitment.Design/methodology/approachThe authors use data obtained from IRs in Macau. The Wuli–Shili–Renli (WSR) approach underpins the study. Structural equation modeling following fuzzy-set qualitative comparative analysis (fsQCA) was used for data processing.FindingsThe results showed that organizational climate has an essential role in IRs preparedness for crises and affects their dynamic capacity, substantive capacity and commitment. The fsQCA results revealed that the relationships between conditions with a higher level of dynamic and substantive capability lead to higher OCP scores.Practical implicationsExecutives should develop systemic thinking regarding organization preparedness in IRs for crisis management. A comprehensive understanding of the IRs' business environment and crises is necessary, as they will require different factor constellations to allow the organization to perform well in a crisis. Financial support for employees could ensure their assistance when dealing with such situations. Rapid response teams should be set up for daily operations and marketing implementation of each level of the IRs management systems.Originality/valueThis study contributes to the extant literature on IRs crisis management in the OCP aspect. The authors constructed a systematic composite picture of organization executives' knowledge management through the three layers of intangible capitals in WSR. Moreover, the authors explored causal links of WSR from symmetric and asymmetric perspectives.
ABSTRACT
PurposeA proliferation of articles surrounding the COVID-19 pandemic is calling for new insights through review. This paper aims to bibliometrically analyze the current progress of research around hospitality and tourism to define the research directions on herd immunity and the prevention of disease under the "new normal.”Design/methodology/approachThis paper analyzed 326 articles regarding COVID-19 published in SSCI hospitality, leisure and tourism journals in 2020 and 2021 by combining manual analysis and bibliometrics to reveal research topics and to gain insight into research structures.FindingsThe results of this paper summarized topics related to stakeholders' mentality and behavior, responses of travel suppliers to the COVID-19 pandemic, economic impact and demand forecasting, social issues of human rights and racism and reflection on tourism and transformation of the industry. More research is called for in the future to focus on a better response to the crisis, including crisis management education and training and the improving the resilience of small- and medium-sized enterprises.Research limitations/implicationsA three-dimensional consideration was proposed to promote the sustainable development of hospitality and tourism.Originality/valueIn the "new normal” phase of herd immunity and disease prevention, to the best of the authors' knowledge, this is the first paper that provides an up-to-date systematic overview of the evolution of COVID-19 research in tourism and hospitality and encourages more conceptual, practical and futuristic studies.
ABSTRACT
PurposeThe pervasive impact of the COVID-19 virus on the food services sector in India has created conditions for fundamentally altering the structure of the industry. This paper offers a nuanced evaluation of the transfiguration of the market, explaining descriptive views supported by numerous secondary data sources.Design/methodology/approachThis is a self-driven study grounded in secondary data. Qualitative and quantitative assessments are assimilated from credible market research reports of multiple agencies in the Indian context, as well as news developments during the pandemic period.FindingsDigitally pivoted platforms such as cloud kitchens and delivery aggregators will eclipse all other formats due to the potential long-term prevalence of the COVID-19 virus. These formats would rise to a dominant position in the Indian food services sector in the coming decade.Research limitations/implicationsThis study is entirely driven by secondary data due to the inherent difficulties of collecting sizeable and good quality primary data as a result of the lengthy and stringent lockdowns imposed across India. Future studies should consider collecting consumer responses to get a better picture of changing dining habits in the post-pandemic scenario.Practical implicationsThe dynamic and evolving food services in India, catalyzed by the Internet and digital technologies will help academicians study the long-term implications of this change, and how it would impact society at large. The paper provides a rich body of contemporary data and analysis in the food services sphere.Social implicationsThe COVID-19 pandemic and its long-term persistence would dramatically alter food service consumption across India. This will not only change how the industry is structured, but will reshape how food is consumed into the future.Originality/valueThe study is a holistic examination of the relationship between the coronavirus pandemic and the food services industry in India. The macro perspectives aided by news coverage and industry research would help generate potential research questions on its own merits.
ABSTRACT
PurposeThis research aims to use meta-analytical structural equation modeling to look into how hospitality employees use technology at work. It further investigates if the relationship between the constructs of the technology acceptance model (TAM) is moderated by job level (supervisory versus non-supervisory) and different cultures (eastern versus western).Design/methodology/approachIn total, 140 relationships from 30 empirical studies (N = 6,728) were used in this study's data analysis in accordance with the preferred reporting items for systematic reviews and meta-analysis.FindingsThe findings demonstrated that perceived usefulness had a greater influence on "user attitudes” and "acceptance intention” than perceived ease of use. This study also identified that the effect sizes of relationships among TAM constructs appeared to be greater for supervisory employees or in eastern cultures than for those in non-supervisory roles or western cultures.Practical implicationsThe findings provide valuable information for practitioners to increase the adoption of employee technology. Practitioners need to focus on the identification of hospitality employee attitudes, social norms and perceived ease of use. Moreover, hospitality practitioners should be cautious when promoting the adoption of new technologies to employees, as those at different levels may respond differently.Originality/valueThis is the very first empirical investigation to meta-analyze the predictive power of the TAM in the context of hospitality staff technology adoption at the workplace. The findings also demonstrated differences in the predictive power of TAM constructs according to job level and cultural differences.
ABSTRACT
PurposeThis study investigates how customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry in Ghana.Design/methodology/approachData was collected from 167 clients from a two-star hotel in Accra, the capital city of Ghana. Structural equation modelling was used to analyse the relationship between the variables.FindingsResults from the analysis indicate that online innovation positively leads to higher repurchase intentions and better customer experience, affirming that customer experience leads to repurchase intentions. Thus, while online innovation leads to repurchase intentions, the strength of this repurchase intention depends on customer experience. Therefore, customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry.Research limitations/implicationsThis study addressed only the customer's point of view;future studies could investigate the subject from the managers and other stakeholders' point of view to get a holistic view. Also, the sample size could be improved, and the study could be conducted in other African countries for comparison purposes.Practical implicationsThe study shows that online innovation does not automatically lead to increased positive repurchase intention. Hotel managers must, therefore, enforce good customer experience for better profitability.Originality/valueAs far as the researchers know, limited studies have been conducted into how customer experience mediates online innovation and repurchase intention in the hotel industry in Ghana using structural equation modelling. This makes this research unique in Ghana. This study makes an original contribution by measuring the real effect of innovation on repurchase intentions in the hotel industry in Ghana.
ABSTRACT
According to the International Monetary Fund (IMF), the restrained recovery in 2021 was followed by an increasingly gloomier picture with greater risk levels in 2022 as the economic slowdown began to emerge. [...]customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry. [...]this research provides a varied platform to tourism researchers to advance useful insights. [...]industry practitioners, tourism authorities and government and non-government bodies may get useful insights from the developments in e-tourism and design better strategies and governance for the tourism sector. [...]these findings are valuable to the policymakers for formulating sustainable management plans for its thoughtful use and tourism development.
ABSTRACT
The ongoing debate about vaccine passport policies for dealing with COVID-19 has necessitated analyzing its effectiveness in the airline and tourism industry. This study was purposed to analyze how vaccine passports are evaluated by multiple stakeholders, such as airline investors and passengers for leisure/vacation purposes. The findings of the first study show that the implementation of vaccine passports is positively evaluated by airline investors. The results of the second study highlight the role of vaccine passports in reducing perceived health risks, which is integral to leisure travelers' decision making. This study offers a theoretical lens to understand the value of vaccine passports and provides guidance for airline companies and tourism marketers in deciding whether to implement a vaccine passport policy.
ABSTRACT
PurposeThe purpose of this study is to review the plethora of studies on knowledge management (KM) in the hospitality and tourism. The purposes of this paper through a bibliometric analysis via the VOSviewer tool are to analyze the current research stream and to assess emerging trends in KM in the tourism and hospitality field.Design/methodology/approachA total of 1,732 publications with 65,150 cited references were retrieved from the Web of Science to uncover the structure and intellectual base of studies in tourism with a KM perspective. Three bibliometric analyses were performed using VOSviewer software (citation, co-citation and co-occurrence of keywords);this study aims to uncover the knowledge structure of the past, current and future trends based on the bibliographic database by assessing the most influential past publication;determining the structure of the co-cited publications;and evaluating emerging trends for future studies.FindingsThis study produced two ground-breaking research streams inductively evaluated from the three bibliometric analyses: KM and digital technology;and innovation in tourism. Furthermore, the pressing issue of sustainability in tourism from the perspective of KM would be a crucial aspect in the tourism field. These streams would provide fundamental knowledge-based and further enhance the assimilation of KM within the tourism sector. The outcome would facilitate future scholars to link important tourism topics to benefit the tourism industry facing a competitive and challenging business environment.Research limitations/implicationsThis study contributes to the current theoretical understanding through thematic knowledge mapping of KM and the tourism and hospitality field.Originality/valueTo the best of the author's knowledge, this study is the first to apply bibliometric analysis to the tourism and KM field by providing a basis for the most significant issue in tourism and the essence of emerging topics and trends.
ABSTRACT
PurposeThis study aims to review the progress of research on artificial intelligence (AI) relating to the hospitality and tourism industry, focusing on the content, focal points, key terms and trends of AI research.Design/methodology/approachA total of 491 referred papers are selected from the Web of Science core collection database. These papers, published in the past 30 years (1991–2021), are analyzed by using Gephi and VOSviewer software.FindingsAI research shows a growing trend since 1991, and the number of publications and citations increased significantly since 2018, indicating that AI became a focus for researchers. AI studies are grouped into four clusters, namely, AI technology, technology acceptance, customers' perception and future trends. The research focus changed from AI technology in the early stage to customers' attitudes toward and willingness to accept AI.Research limitations/implicationsThe findings contribute to advance knowledge development, identify research gaps and shed light on future research. The results offer practical enlightenment for governments, tourism destinations and hospitality organization.Practical implicationsThe results offer practical enlightenment for governments, tourism destinations and hospitality organization.Originality/valueThis study is the initial attempt to provide a systematic review of AI research relating to the tourism and hospitality fields.
ABSTRACT
PurposeThis study aims to investigate the impact of the innovative ritual-based redesign of a routine in the challenging context of the dining-out sector, characterized by low employee commitment and high turnover.Design/methodology/approachThis study adopts a mixed methods experimental design. This study focuses on a field experiment in a real restaurant centered on the restaurant's welcome entrée routine. The routine is first observed as it happens, after which it is redesigned as a ritual.FindingsThe ritual-based redesign of the routine enhances employee sharing of the purpose of the routine and reduces the variability of the execution time of the routine, which increases group cohesion among the restaurant staff. Besides the positive impact on the routine's participants, the ritual-based redesign has a beneficial effect on the performance of the routine by increasing the enjoyment of the end-consumers at the restaurant.Research limitations/implicationsThe ritual-based redesign of routines is a powerful managerial tool that bonds workers into a solidary community characterized by strong and shared values. This allows guidance of the behavior of new and existing employees in a more efficient and less time-consuming way.Originality/valueRituals have been traditionally analyzed from the customer perspective as marketing tools. This research investigates the employees' perspective, leveraging ritual-based redesign as a managerial tool for increasing cohesion among workers.
ABSTRACT
PurposeBased on text content analysis using big data, this study aims to explore differences in guest perceptions of peer-to-peer accommodations before and after COVID-19 to provide suggestions for the development of these properties in China postpandemic.Design/methodology/approachA guest perception dictionary was established by collecting Ctrip customer reviews of peer-to-peer accommodations. After data cleaning, thematic word analysis and semantic association network analysis were used to explore perceptions and thematic differences before and after COVID-19.FindingsThis research constructed a multidimensional framework of guest-perceived values for peer-to-peer accommodation in the context of COVID-19. The findings showed that the emphasis on functionality in peer-to-peer accommodation changed;perceived emotional values associated with peer-to-peer stays were more complex;perceived social values decreased, host–guest interactions were reduced and online communication became a stronger trend;tourist preferences for types of experiences changed, and people changed their destination selections;perceived conditional value was reflected in perceived risks, and the perceptions of environmental health, service and physical risks increased.Research limitations/implicationsThis research has constructed a multidimensional framework of tourist perceived value on the basis of peer-to-peer accommodation context and epidemic background and has thus shown the changes in tourist perceived value of peer-to-peer accommodation before and after COVID-19.Originality/valueTo the best of authors' knowledge, this research constitutes the first attempt to explore the perceptual differences for peer-to-peer accommodations before and after COVID-19 based on an extensive data set of online reviews from multiple provinces of China.
ABSTRACT
PurposeThis paper aims to identify platform-centric versus multiparty service failure on sharing economy platforms via topic modeling analysis of consumers' negative online reviews. The authors also sought to understand consumers' reactions to these experiences by detecting negative discrete emotions. The authors then contrasted consumers' responses to platform-centric and multiparty service failure through the theoretical lens of failure controllability.Design/methodology/approachThe authors used a large-scale data set containing more than 81,000 negative app reviews on eight representative hospitality and tourism sharing economy platforms. Topic modeling coupled with emotion detection algorithms revealed 11 themes reflecting diverse forms of platform-centric versus multiparty service failure and their associations with negative discrete emotions based on regression analysis.FindingsThe 11 themes reflecting diverse forms of platform-centric versus multiparty service failure were as follows: app glitch, customer service, locating and pooling, account issues, transaction, offer redemption, interface challenges, intermediary inaction, service lateness and cancellation, incorrect order and fee structure. The analysis suggests that platform-centric service failure is more likely than multiparty service failure to elicit negative discrete emotions.Originality/valueThe research enriches the understanding of platform-related service failure beyond dyadic service interaction. In particular, the authors bring to light two forms of platform-related service failure that warrant scholarly attention: platform-centric versus multiparty service failure. By uncovering the distinct negative emotional associations of platform-centric versus multiparty service failure, the research adds novel empirical evidence to the service failure literature and the relevant attribution theory. Findings offer long-term implications for the sustainable development of sharing economies and platform businesses in contemporary hospitality.
ABSTRACT
PurposeThis research paper aims to explore Airbnb's online experience initiative, which has sparked a new wave of virtual tourism to improvise a large assortment of experiential activities through cyberspace. It works to answer questions pertinent to the type of virtual experiences tourists seek and how these experiences could fulfill tourist needs, thereby rendering favorable socio-mental outcomes through experiences encountered.Design/methodology/approachDrawing on travel experience and transformative tourism theoretical tenets, this qualitative inquiry used data collected from social media posts from virtual tourists.FindingsResults reveal four major themes of online experiences – hedonism, attention restoration, social relatedness and self-exaltation – that encompass 12 experiential categories. They further underscore four types of transformative mechanisms pinpointing hedonic well-being, environmental-mastery well-being, social well-being and eudaimonic well-being.Research limitations/implicationsResearch findings demonstrate how Airbnb exercised marketing agility during severe environmental plight;while expediting strategic initiatives that offer tourists and residents alike a means to reengage in leisure and travel activities at home. They also salvage the peer-to-peer community by turning accommodation hosts into online experience ambassadors.Originality/valueThe contribution of this inquiry lies in assessing virtual experiences and reconnecting how different cyber experiences can meet an array of tourist needs. This study further highlights the transformative virtual experience paradigm to lay the necessary theoretical foundation for future research on virtual transformative tourism. This research goes beyond the common understanding of transformative tourism that relies merely on corporeal encounters. From a practical point of view, this study brings light to a novel concept – sharing experience economy – that incorporates the nuances between sharing economy and experience economy.
ABSTRACT
PurposeDrawing on the social exchange theory, stakeholder theory and extended theory of reasoned action, this study aims to investigate how consumers view the economic and sociocultural impacts (benefits/costs) of peer-to-peer (P2P) accommodations on the local community's resilience and how consumers form behavioral intentions toward P2P accommodation as a part of sustainable tourism behavior.Design/methodology/approachWith data from a survey of 300 consumers who have previously used P2P accommodation, the authors performed partial least squares-structural equation modeling to test the proposed model and hypotheses.FindingsThe current study reveals the significant impact of the sociocultural benefits of P2P accommodations on consumers' perceived community resilience, while economic benefits have a non-significant impact on perceived community resilience. Moreover, neither the sociocultural nor economic costs of P2P accommodation significantly reduce consumers' perceived community resilience. Furthermore, the authors found significant positive relationships among perceived community resilience, attitude, subjective norm, personal norm and behavioral intentions.Practical implicationsP2P accommodation platforms can leverage these research findings and contribute to the community resilience and help community residents by establishing strategic collaboration with various stakeholders (e.g. governments, destination marketing organizations and non-profit organizations) for the community's sustainable development.Originality/valueThis study systematically investigates the role of P2P accommodation in achieving community resilience by categorizing the impacts of P2P accommodation into economic and sociocultural benefits/costs.
ABSTRACT
PurposeApplying the value creation of corporate social responsibility (CSR), this study aims to investigate the direct effect of preventive measures in the postpandemic world on Airbnb consumers' attitudes toward the host, which may further impact their behavioral intentions. It also examined the mediating role of perceived risk and perceived motives, as well as the moderating role of message strategies and risk tolerance in this process.Design/methodology/approachA 2 (preventive measures: basic versus enhanced) × 2 (message strategies: promotional social cause message [PSC] versus partake-in-our-cause message [PIOC]) between-subjects factorial design was conducted with a sample of 476 US Airbnb consumers through an online survey. PROCESS macro was used for hypothesis testing.FindingsResults demonstrated that enhanced preventive measures had more positive impact on Airbnb consumers' attitudes toward the host, which was positively related to positive word of mouth and booking intention. Perceived risk and perceived motives mediated the relationship between preventive measures and attitude toward Airbnb hosts. Positive relationships between attitude toward the host and behavioral intentions were strengthened when PIOC was used than PSC. The negative relationship between preventive measures and perceived risk was enhanced when PIOC was used than PSC. Risk tolerance did not interact with messages strategy to impact the relationship between preventive measures and perceived risk.Originality/valueThe study uncovered the mechanisms by which consumers form their responses toward different safety information of Airbnb accommodations postpandemic and the role of message strategies in the process. It provided implications for the Airbnb platform and hosts in the postpandemic period.
ABSTRACT
PurposeThe purpose of this study is to examine the impact of key decision-making attributes on consumers' choice of accommodation among and between hotels and Airbnb.Design/methodology/approachThe study used a choice-based conjoint approach using 21 key decision-making factors that impact consumers' choice of accommodation across five segments ranging from economy to luxury. Latent class estimation was used to identify segments of respondents who tend to have similar preferences for accommodation.FindingsThe results showed the presence of a consistent pattern of decision-making across the five accommodation segments, culminating in a hierarchy of importance in accommodation choice. The 21 key decision-making attributes comprised three tiers in order of decreasing importance: quality and service, amenities, and accessibility and safety. Further, latent class analysis indicated the presence of a hotel group and an Airbnb group of customers, which allowed us to identify how both types of providers might maximize the value of their offers to encourage customer switch.Research limitations/implicationsThe accommodation landscape is extremely dynamic (particularly as the COVID-19 pandemic unfolds) and complex. The present study cannot capture all of its intricacies but provides an invaluable foundation for future research on the topic of consumer choice in an evolving and competitive accommodation market.Originality/valueExtant research on accommodation choice has focused on hotels or Airbnb only. Moreover, research that has considered both types of accommodation simultaneously is limited in its conceptual and methodological scope. The present study synthesizes the fragmented literature on consumers' accommodation choices and offers a holistic and coherent schematic – the hierarchy of importance in accommodation choice – that can be used by future researchers and practitioners alike.
ABSTRACT
Integrating two theoretical frameworks, the product level theory and the experience economy model, this research analyzed and compared robotic technology applications and customer experiences in selected case robot restaurants in the United States and China. Guided by the product level theory, we first analyzed in which product/service levels were robots applied in each case restaurant in Study 1. Then in study 2, guided by the experience economy model, we further explored customers' dining experiences and compared if customers' experience differs due to variations in product/service levels that robot applied. The study first contributes to the product level theory by extending its application to the context of robotic restaurants. It also contributes to the experience economy literature, and in particularly, whether applications of robotic technologies at different product levels matter in customers' dining experience. The study included case restaurants both from the United States and China, presenting findings with cultural implications. Given the challenges presented by COVID-19 and the industry is exploring alternative ways for service delivery and food production, such a study is particularly meaningful.
ABSTRACT
PurposeThis study aims to understand Chinese consumers' perceived barriers to using peer-to-peer (P2P) accommodation before and after the outbreak of COVID-19 and the negotiation strategies they applied in overcoming the barriers and enabling consumption.Design/methodology/approachA qualitative research design with 28 semi-structured interviews was used. Data were analysed by content analysis.FindingsFive psychological barriers and four functional barriers were found to inhibit consumers from using P2P accommodation both before and after the COVID-19 outbreak. In overcoming the perceived barriers, consumers applied both behavioural negotiation strategies, including seeking information, behavioural adaptation, selective choice and seeking social support, and cognitive negotiation strategies, including cognitive adaptation and trusting agents. COVID-19 was found to serve as both a barrier and a facilitator for using P2P accommodation. A barriers–negotiation framework was developed in the context.Research limitations/implicationsTheoretically, this study advances consumer resistance and perceived barriers literature by integrating negotiation and developing a barriers–negotiation framework of P2P accommodation usage. This study also offers insights for practitioners in the P2P accommodation industry.Originality/valueThis study showcases the role of negotiation in understanding barriers to using P2P accommodation, paving the way to extend relevant knowledge to advance consumer resistance research, which is an emerging topic in the broader management domain.
ABSTRACT
Since COVID-19, people appreciate fully immersing themselves in nature. Bringing elements of nature into service spaces has been an important concern for marketers. Yet, there have been only a few studies addressing the impact of natural and biophilic aspects within servicescapes. This study investigated the effect of biophilic design on experiential values such as esthetics, escapism, economic value, and attitude toward hotels and the role of the hotel segment and its environmental beliefs regarding green behavior on the relationships. The results indicated that in a luxury hotel setting, the biophilic design engendered better esthetic perceptions, escapism, economic value, and attitude toward the hotel. At a midscale hotel, a non-biophilic design induced higher experiential values. In addition, customers' environmental beliefs had significant effects on experiential values. Results provided practical suggestions for hotel managers, marketers, and interior designers on how biophilic servicescapes can enhance a hotel's marketing effectiveness.
ABSTRACT
PurposeThis study aims to investigate how customers' perceived risks of sharing economy (SE) affect their self-protective behaviors when using SE, leading to their future behavioral intention. Additionally, this study looks into whether there are any differences between accommodation-sharing and ride-sharing customers in the aforementioned relationships.Design/methodology/approachAn online survey targeting two groups of SE customers (i.e. accommodation sharing and ride sharing) was used. Using partial least squares structural equation modeling, the mechanism of how SE customers' perceived risks of SE affect their self-protective behaviors, which in turn influence their future behavior intention. A multigroup analysis was performed to assess the difference between the two groups of SE customers. Finally, a multivariate analysis of variance (MANOVA) was conducted to see the potential differences between the five classifications of self-protective behaviors in their perceived risks.FindingsSE customers' psychological risks positively affected their hygiene protective behaviors and social protective behaviors, influencing their behavior intention and relative intention (compared with traditional services). Social risk had a negative impact on SE customers' hygiene protective behaviors. There was a significant difference between accommodation sharing and ride sharing customers in their psychological mechanism of how perceived risks influence their self-protective behaviors.Practical implicationsThe findings of this study help SE platforms and service providers better understand their customers' perceived risks of their services and suggest them to promote their customers' self-protective behaviors so that perceived risks can be mitigated, thereby generating strong behavior intentions. As the results indicated that there is a significant difference between the two major forms of SE (i.e. accommodation sharing and ride sharing) in their customers' perceived risks and self-protective behavior, SE platforms can further refine their operational and marketing efforts based on the findings.Originality/valueThis study offers a comprehensive understanding of SE customers' self-protective behaviors by examining the effects of SE customers' different perceived risks on their self-protective behaviors during the unprecedented pandemic. Furthermore, the comparison of the two most popular forms of SE (i.e. accommodation sharing and ride sharing) provides new perspectives to understand customers' behavior in the SE context.