A retrospective study of knowledge management for integrated resorts (IRs) crisis preparedness

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.

A stimulus-organism-response perspective to examine green hotel patronage intention

PurposeThis study aims to investigate the relationships among monetary cost (stimulus), perceived greenwash fear, attitude and perceived behavioural control (organism-related factors) and green hotel patronage intention (response) using the stimulus-organism-response (S-O-R) model.Design/methodology/approachA total of 262 valid questionnaires were collected. Data were collected using the purposive sampling method and tested using the partial least squares (PLS) approach.FindingsMonetary cost is positively related to only one organism-related factor which is perceived greenwash fear. All organism-related factors are positively related to response, which is green hotel patronage intention. Attitude mediates the relationship between perceived greenwash fear and green hotel patronage intention, as well as perceived behavioural control and green hotel patronage intention.Research limitations/implicationsA longitudinal study can be performed in the future to observe the actual green hotel patronage behaviour of customers.Practical implicationsGreen hoteliers should focus on the development of communication strategies to enhance their corporate reputation. Green hoteliers also need to build trust by showing their green initiatives are genuine, identify consumers who are willing to pay more for green hotels and offer promotions with price incentives such as frequency discounts, coupons and rebates to increase interest and trialability.Originality/valueFew studies have focused on the use of monetary cost as a stimulus in the S-O-R model to predict green hotel patronage intention. This study also tested the mediating effect of attitude, one of the organism-related factors, in the model.

Impact of Electronic Word-Of-Mouth on Consumer-Based Brand Equity and Purchase Intention: Hotel Industry in Thailand

Electronic word-of-mouth is a new form of informal communication where messages are disseminated to others using social media and other electronic platforms. This research investigates eWOM to determine its impact on the perception of brand equity and the intentions of consumers to purchase hotel services in Thailand. Using a quantitative approach and a non-probability sampling method, 410 Thai respondents aged 18 and above with relevant hotel experiences participated in this study. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were used to analyze the model fit and the validity and reliability of the variables. In addition, in order to investigate the relationship between the constructs, first-order and second-order approaches were used, in which eWOM was the second-order construct in the study, while its credibility, valence, and volume, were first-order constructs. The findings indicated that eWOM positively affects all brand equity dimensions and purchase intentions, showing the strongest significant positive effect on brand awareness. Additionally, brand equity dimensions were shown to mediate the effect of eWOM on purchase intentions. Details of the analyses and discussions are included in the latter part of this paper.

When the Future is Now: An Experimental Study on the Role of Future Thinking and Affective Forecasting in Accommodation Decision-Making

When people make travel decisions, they consult their imagination, considering how they would feel in the respective travel situation. Both, researchers who examine this phenomenon and practitioners executing it, commonly hold the vague assumption of an evaluative cognitive process that enables tourists to factor such information into their decision-making process. The nature and functioning of such a process is largely unknown. The authors suggest that travelers, often subconsciously, mentally simulate future hotel stays and predict future feelings to inform their decision-making, a process referred to as affective forecasting. Executing an experimental design, the authors show that actively engaging in episodic future thinking to trigger affective forecasting increases travelers' intentions toward holiday accommodations. This effect is mediated by hotel trust and risk perception, demonstrating that affective forecasting is an effective way for regaining tourists' trust and reducing their perceived risk during a pandemic. Contributions to theory and practical implications are discussed.

Online innovation and repurchase intentions in hotels: the mediating effect of customer experience

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.

Editorial: Letter from the editor

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.

Sustainable luxury: from an oxymoron to a tautology – the case of the Indian luxury hospitality industry

PurposeIn the context of heightened awareness and understanding of responsible tourism, it has become increasingly imperative for luxury hotels to introspect on the impact of their operations on environmental and social sustainability. This study aims at examining the prevalence and growth of sustainability practices in the Indian luxury hotel segment as it increasingly competes on a global platform.Design/methodology/approachThe research approach adopted in this paper is qualitative and emic. Primary data is gathered for the study through semi-structured interviews with select luxury hotel general managers from four hotel chains of Indian origin – ITC Luxury Hotels, Oberoi Hotels and Resorts, Taj Hotels and Palaces and The Leela – to gain an insight into sustainability initiatives adopted in the Indian hospitality industry. Secondary research data regarding the eco-friendly, green measures implemented in these hotels is collected primarily from the websites of the respective hotel chains and supplemented by review of academic literature, media articles, industry reports and company press releases.FindingsThe findings of the study reveal that Indian luxury hotel brands are increasingly adopting green products and integrating innovative sustainability practices in their day-to-day operations. However, several of these initiatives are in the non-customer-facing domains such as the engineering and back-of-the-house operations. Very few Indian hotel chains are building these sustainability initiatives into their core philosophy and embedding it in the front-line customer service experience at their properties to reinforce the green image of the hotels.Originality/valueThe paper also proposes the 6Cs Framework of Sustainability that can be utilised to categorise the green sustainable practices adopted in responsible hotels in a simplistic manner under six broad verticals. Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in the context of a post-pandemic world where sustainability is influencing consumer choices across industries in today's eco-conscious and enlightened business and marketing environment.

Tourism of Ukraine as a Type of Business before and during the War

Ukrainian tourism as a type of entrepreneurship before and during the war was analyzed in the article. It has been noted that Ukraine is a hospitable country, endowed with incredible nature, ancient culture and has delicious food. But since February 24, 2022, the country has completely lost inbound tourist traffic, business tourism came to a halt, and local tourism turned into the migration of internally displaced persons. It has been determined that the longer the war in Ukraine continues, the more Europe suffers from it as well. Accordingly, the slogan "Stand with Ukraine", which sounds like the call for help, was proposed to be transformed into "to visit and help". It has been studied that great opportunities will open up for inbound tourism after the war. At first, routes related to the war and remarkable post-war locations will be relevant. At the same time, the beauty and hospitality of Ukraine will attract tourists. After the victory, Ukraine will be among the top five countries in the world attractive to visit. The sky is open, or at least nominally safe.

"Home away from home” in pandemic times: how has COVID-19 changed the Airbnb market in Melbourne?

PurposeThis study aims to investigate how the COVID-19 pandemic has impacted and changed Airbnb market in the Greater Melbourne area in terms of its temporal and spatial patterns and identify possible shifts in underlying trends in travel activities.Design/methodology/approachA panel data set of Airbnb listings in Melbourne is analysed to compare temporal patterns, spatial distribution and lengths of stay of Airbnb users before and after the COVID outbreak.FindingsThis study found that the COVID disruption did not fundamentally change the temporal cycle of the Airbnb market. Month-to-month fluctuations peaked at different levels from pre-pandemic times mainly because of lockdowns and other restrictive measures. The impact of COVID-19 disruptions on neighbourhood-level Airbnb revenues is associated with distance to CBD rather than number of COVID cases. Inner city suburbs suffered major loss during the pandemic, whereas outer suburbs gained popularity due to increased domestic travel and long stays. Long stays (28 days or more, as defined by Airbnb) were the fastest growing segment during the pandemic, which indicates the Airbnb market was adapting to increasing demand for purposes like remote working or lifestyle change. After easing of COVID-related restrictions, demand for short-term accommodation quickly recovered, but supply has not shown signs of strong recovery. Spatial distribution of post-pandemic supply recovery shows a similar spatial variation. Neighbourhoods in the inner city have not shown signs of significant recovery, whereas those in the middle and outer rings are either slowly recovering or approaching their pre-COVID levels.Practical implicationsThe COVID-19 pandemic has significantly impacted short-term rental markets and in particular the Airbnb sector during the phase of its rapid development. This paper helps inform in- and post-pandemic housing policy, market opportunity and investment decision.Originality/valueTo the best of the authors' knowledge, this is one of the first attempts to empirically examine both temporal and spatial patterns of the COVID-19 impact on Airbnb market in one of the most severely impacted major cities. It is one of the first attempts to identify shifts in underlying trends in travel based on Airbnb data.

The mediating role of trait anxiety in the impact of digital competence perception on job insecurity: an application for hotel managers: MRN

PurposeThe main purpose of the study is to determine the mediating role of trait anxiety in the relationship between hotel managers' perceptions of digital competence in the Cappadocia Region and their perceptions of job insecurity.Design/methodology/approachIn this study, which is based on quantitative research, a cross-sectional design was used. The seven-item digital competence scale, four-item job insecurity scale and 20-item trait anxiety scale were used to measure the level of digital competence, job insecurity and trait anxiety of hotel managers. The convenience sampling method was used in the research, and 337 questionnaires were completed by senior and junior managers who agreed to participate in the research. To test the mediating role of trait anxiety, Andrew F. Hayes' views on the contemporary approach were taken as a basis.FindingsThe analysis results showed that digital competence had the opposite effect on job insecurity. Similarly, digital competence had the opposite effect on the level of trait anxiety. The level of trait anxiety affected the perception of job insecurity in a linear direction. As a result of the bootstrapping test, it was found that the indirect effect of trait anxiety on the relationship between digital competence and job insecurity was significant.Research limitations/implicationsThe study was unable to collect data from hotels that were closed during the COVID-19 pandemic due to restrictions. Therefore, one of the limitations of the study was that it did not reach the entire population. Another limitation of the study was that the questionnaires were addressed to hotel managers in the Cappadocia Region.Practical implicationsHotel managers' digital skills are considered to contribute to the tourism industry by organizing and determining business strategies, work processes and employee skills. In addition, when hiring hotel managers, it is essential to ensure that they have certain skills such as compatibility with the digital age, openness to innovation and the ability to adapt the employees working in their team to the age, which helps to improve the competitiveness of the hotel industry with the world and ensure the continuity of this situation.Originality/valueThe research addressed the variables of digital competence, job insecurity and trait anxiety and collected data from hotel managers in the Cappadocia Region using a survey technique. There were few studies that addressed these variables, and the mediating effect of trait anxiety was revealed based on the contemporary approach.

The effect of knowledge sharing and systems thinking on organizational sustainability: the mediating role of creativity

PurposeThe main purpose of this paper is to examine the direct effects of knowledge sharing and systems thinking on creativity and organizational sustainability in the hotel industry in Malaysia. In addition, the study aims to examine the mediation effect of creativity between knowledge sharing, systems thinking and organizational sustainability.Design/methodology/approachA survey method based on a questionnaire was used to gather data from 407 middle managers in the hotel industry in Malaysia. The partial least squares technique was used to examine the hypotheses.FindingsThe study found support for the effects of systems thinking and knowledge sharing on organizational sustainability. It also found support for the impact of creativity on organizational sustainability. Besides, the mediating role of creativity between systems thinking and organizational sustainability, and between knowledge sharing and organizational sustainability was also supported by data.Originality/valueThis is a pioneer work that has combined various human resources (i.e. systems thinking, knowledge sharing, creativity) to examine their impacts on organizational sustainability. Moreover, this work has established comparatively new relationships, i.e. the impact of systems thinking and knowledge sharing on creativity and organizational sustainability. In addition, the mediation role of creativity between systems thinking, knowledge sharing and organizational sustainability is relatively new in the literature. Furthermore, this study has confirmed the validity and reliability of knowledge sharing and organizational sustainability at first and second orders in the hotel industry in non-Western context.

How do consumers select between hotels and Airbnb? A hierarchy of importance in accommodation choice

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.

Managerial Response to Hotel Guests' Review in Bangkok

The service industry is hard to measure due to its characteristics which are perishability, intangibility, inseparability and variability so the service industry like the tourism industry highly relies on the guests' WOM. This research is aiming to help hotel managers in Bangkok investigate what makes a good response. Since the research is limited to the hotel industry in Bangkok. It is a remarkable way to conduct interviews with managers and tourists to gather data with a qualitative approach. The researcher conducted in-depth interviews with three managers and three tourists to collect data. Due to Covid-19 pandemic regulation, numbers of interviewees are limited;also, some interviews were conducted online by Zoom and Microsoft team. The researcher analyzed data by the classic content analysis technique. The key findings of the research are: first, the speedy managerial response has a positive impact on guests' opinion;next, response numbers have a positive effect on guests' WOM;then the manager should concentrate on both positive and negative responses;finally, relevant managerial response affects guest' points of view. Based on researcher's findings, managers should be empathy when response to guests' reviews. Putting them in the guests' shoes will make it easier to understand what problem guests have faced.

Relationships among memorable brand experience, brand preference, and behavioral intentions: focusing on the difference between robot servers and human servers

PurposeThis study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot servers and human servers. In addition, this study investigated the relationships among the four concepts.Design/methodology/approachThe data was collected from 296 customers who experienced robot servers and from 307 customers who experienced human servers.FindingsThe data analysis results indicated that there was a statistical difference with the mean value of the five concepts according to the type of employee. The results also revealed that memorable brand experience has a positive influence on brand preference, which in turn positively influences intentions to use, word-of-mouth and willingness to pay more.Originality/valueThis study attempted to find the difference between robot servers and human servers in memorable brand experience, brand preference and behavioral intentions in the restaurant industry for the first time.

The effect of perceived threat on online service reviews

PurposeThe ongoing impact of COVID-19 and the subsequent perception of threat have shifted consumer perceptions and evaluations of service experiences. This paper aims to investigate how customers' service evaluation is shared as customer reviews following the pandemic and the heightened perception of threat. In doing so, this research particularly investigates the shifts in the textual contents of online reviews.Design/methodology/approachThis study used the textual contents in the online reviews posted on Hotels.com for 1,497 hotels in New York City for empirical analysis. In total, 109,190 observations were used for the analysis.FindingsBy analyzing actual online review data from an online review platform for hotel services, this study finds that the text reviews generated after the pandemic outbreak tend to contain words with stronger negative emotions. In terms of the pronoun choice, this study further finds that the use of "I” increases while the use of "we” decreases.Originality/valueThis research adds to the existing literature on service evaluation and online customer reviews by showing that there are shifts in the expressions used to communicate service evaluation through online text reviews, including the degree of emotionality and pronoun usage. Because potential customers are likely to rely on online reviews for their own decisions, the findings suggest that it is important for practitioners to be aware of such shifts and respond accordingly.

Hotel owners' perception of tourism in India during the COVID-19 pandemic

PurposeThe paper aims to study hotel owners' perception of tourism in the five creative cities of India during the COVID-19 pandemic.Design/methodology/approachSemi-structured, in-depth interviews (N = 30) and participant observation were the methods used for collecting qualitative data. Data was analysed using content analysis.FindingsThe findings reveal the effect of tourism on the psyche of small and medium enterprise hotel owners. Factors contributing to this anxiety are unpreparedness for the crisis, cash flow problems, failure to be flexible in this crisis, inability to leverage hotel's location and lack of hygiene habits.Research limitations/implicationsThe research illustrated a systemic lack of knowledge and training in the unorganized hotel sector in India which if addressed, could assist the hotel owners and staff in building trust toward tourists and a positive attitude toward the crisis.Originality/valueAs the study analyses the unorganized hotel sector in the Indian context, it provides useful insights for the Indian Government and hospitality industry to foster trust and positivity in this sector during the COVID-19 pandemic which could significantly contribute to its revival and psychological recovery of its stakeholders.

The bright and dark sides of hotel kiosks: an empirical study

PurposeThis study examined the antecedents of technostressors as well as how customers' perceived convenience and technostressors of using a check-in/out kiosk influence their behavioral intention in a full-service hotel setting.Design/methodology/approachUsing survey data collected from 630 hotel customers, hypotheses were tested via structural equation modeling and multi-group analysis.FindingsThe results showed that perceived usefulness of a check-in/out kiosk had direct effects on both technostressors (i.e. work overload and role ambiguity), and that perceived ease-of-use had indirect effects on the technostressors, via perceived usefulness. The findings showed that both role ambiguity and perceived convenience significantly influenced intention to use a check-in/out kiosk. Intention to use was positively associated with intention to revisit a hotel providing the kiosk. These findings were equivalent across the younger and older groups.Practical implicationsBased on the findings, hotels can implement effective strategies to reduce technostressors associated with a check-in/out kiosk and focus on enhancing the factors that influence customer acceptance of the system. This is especially important given the increased emphasis on self-service technology since the onset of the COVID-19 pandemic.Originality/valueThis research contributed to the relevant literature by developing a check-in/out kiosk acceptance model using a multi-theoretical approach, and empirically testing it within the full-service hotel domain. It fills the knowledge gap regarding the antecedents and outcomes of technostressors in the hospitality research literature by providing empirical evidence.

Switching to peer-to-peer accommodation (P2PA): an extended push-pull-mooring model perspective from emerging economy

PurposeDrawing on the Push-Pull-Mooring model, this study sheds light on the factors that drive tourists to switch from traditional hotels to peer-to-peer accommodation (P2PA) in light of the global spread of the Covid-19 pandemic.Design/methodology/approachData have been collected from 380 participants through an online pan India survey. The data were mainly analyzed by adopting structural equation modeling.FindingsAll the three categories of push, pull and mooring factors are crucial in explaining tourists' switching intentions from hotels to P2PA. Out of all the factors, subjective norm came out to be the most significant factor while satiation (push factor) and authentic experiences (pull factor) also came out to be important indicators.Practical implicationsThe findings of this study carry implications for hoteliers as well as P2PA platform hosts. Hotels need to re-conceptualize their standard services, décor and amenities while P2PA hosts need to continue providing authentic experiences and also comply with all the Covid-19 norms.Originality/valueThe study offers a comprehensive PPM model to determine tourists' intentions to switch from hotels to P2PA. Moreover, this paper is one of the early studies to provide insights into tourists' switching intentions amidst Covid-19.

Peer-to-peer accommodation amid COVID-19: the effects of Airbnb cleanliness information on guests' trust and behavioral intentions

PurposeThis study aims to explore the influence of different types of cleanliness information provided on the Airbnb platform (hosts' sanitation labels, Airbnb cleaning protocol and previous guests' reviews) on guests' trust and behavioral intentions.Design/methodology/approachThis study uses an online scenario-based experimental design. A two-step approach was applied to discover the proposed relationships by assessing the measurement model fit and validity of the constructs with confirmatory factor analysis and testing study hypotheses with structural equation modeling.FindingsThe results demonstrate that three types of cleanliness information (i.e. provided by Airbnb's hosts, platform and customer reviews) had statistically significant effects on customers' trust and behavioral intentions.Practical implicationsThe research results provide practical recommendations for Airbnb hosts and peer-to-peer accommodation platforms on using several types of textual and visual cleanliness information to influence guests' attitudes and behavioral intentions.Originality/valueThis study advances knowledge by introducing new factors affecting guests' trust and behavioral intentions in peer-to-peer accommodation settings and differentiating the effects of different sources of cleanliness information and different types of guests' trust.

Hotel Recovery Post Pandemic: Is Rebranding Required?

For hotel business to survive during COVID-19 Pandemic requires to conduct major adjustment in almost all aspects of operation. This qualitative study was conducted to assess the operation adiustment that may affect the hotel brand. Data was gathered from respondents comprising managers and decision-makers of 5-to-3-star hotels in Bali, Indonesia that remain open during the pandemic, using online survey and interview. The results show that during the pandemic, hotels have made major operation adjustment to survive;whilst, maintaining the same quality standard, applying meticulous CHSE (Cleanliness Health Safety Environment) protocol, and keeping the customers informed through online promotion platforms regarding the hotel's condition being ready to host guests. The adjustment made includes reducing operation cost, shifting target market into domestic market to maintain cash flow to cover operation, adjusting the rate and prices to adapt the weaker customer's buying power, applying flexible booking and refund conditions, human resource policy and planning rearrangement, reducing the quantity of room offered and menu list items in Food and Beverage outlets. The hotel business resilient was owned to the professionalism of hoteliers, thus hotel rebranding is not required as the quality of the products offered is the same with those before the pandemic;at post-pandemic, it would be simply sifting the target market back to pre-pandemic.