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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.
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This research aims to grasp the evolution of consumer demand and improve the resilience of the hotel industry under the public health crisis (COVID-19). Online reviews of 7,679 hotels in 10 cities were collected from Ctrip, China's major online hotel platform. Then, we applied opinion mining and time evolution to mine the change in consumer demand before, during, and after the COVID-19 pandemic. Findings show that some consumer demands (e.g. epidemic safety) will change during the outbreak period. However, during the nonoutbreak period, users were more concerned about their own check-in experience (e.g. hotel facilities, front desk services). This article provides new ideas for identifying the dynamic value of online reviews. We suggest that businesses focus on ensuring hotel safety during the crisis period. The results contribute essential theoretical and practical significance to the hotel industry's crisis management during public health crises.
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After the global tourism industry has experienced the impact of the pandemic, it is critical that people gain confidence in traveling and have the impression that staying in hotels is now safe, because only in this way tourism businesses such as hotels can be fully successful in recovering. For this reason, the researchers guided by a descriptive research design and quantitative research approach, aimed to determine what people think about staying in a hotel, particularly in terms of safety and security, price, location, and service quality, in the time of COVID-19 pandemic recovery stage, focused on the local community of Calamba City, Laguna, Philippines, being one of richest cities in the country and the place where the researchers reside. Moreover, a comparative analysis of the perspective of the respondents has been performed in terms of their age, sex, and educational attainment, identifying which age, sex and educational attainment groups have more positive or negative attitude, and a higher or lower level of hotel stay intention compared with other groups. Being the first study that has assessed the tourism market particularly in terms of their perspective on hotel stay as the hospitality industry attempts to recover from the impact of the pandemic, this is expected to provide a clear picture of the need for management of hotels to continuously work on marketing efforts highlighting the information that it is now safe to practice tourism and stay in their establishments, hence, serving as a guide in coming up with promotional strategies and an action plan, as well as a motivation for researchers who wish to determine the same in their locality or country.
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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.
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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.
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Background: The hospitality industry is recovering, evolving, and adapting itself in the post COVID-19 era through innovative and sustainable practices backed by the use of technology in entire hotel operations. The hotel Front Office department is no exception in utilizing these evolved practices to understand and influence the customer behaviour while exploring all possible measures to enhance the overall guest stay experience in the post-COVID times. The Front Office department plays a vital role in the passage of accurate and timely information required for flawless guest management in the hotels. Throughout the COVID-19 period, the Front Office practices have evolved through different stages depending upon the factors such as guest preferences, safety and security measures, hygienic conditions, sustainability and use of technology. Objectives: The major objectives are to study the post COVID-19 Hotel guest preferences of non-star category hotels with respect to changing scenario in the Hospitality Industry, to analyse the gaps between hotel guest expectations and perceptions in service quality with special mention of the front office department and to highlight the future challenges faced by hotel industry and suggest possible measured to overcome these challenges. Methodology: Hybrid research approach has been adopted in this study. Grounded theory in qualitative research approach with interview and semi-structured questionnaires are the data collection tools. Survey method with structured questionnaire are quantitative data collection tools. Collected data were analysed through content and thematic tools for qualitative data and quantitative data were analysed through descriptive statistics (Mean, SD, percentage) and paired t-test as an inferential statistical tool has been applied in this study for conclusion purpose. Results: Result indicates negative as Expected value - perceived value = - (negative). Conclusion: It is concluded that hotel-guests' are not satisfied as provided facilities are not as per guests' expectation. This study gives overview of guests' expectation. It helps hoteliers for modification of hotel's facilities for the guest. The limitation of the study is that the study is conducted in NCR only. Hotels of the same category in the other cities/town may be conducted for getting actual scenario of the phenomena of the hotels. In addition, the study proposes that hotels should adjust their room and service pricing to reflect the reduced demand during the COVID era. Furthermore, the hotel industry will face ongoing challenges, and hotels must be adaptable to remain competitive. By embracing new technologies, providing distinctive experiences, and implementing sustainable practices, hotels can overcome these challenges and flourish in the years ahead.
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Background: The Novel Coronavirus shock affected impacted the entire world. It affected the hospitality sector badly during the pandemic situation. The hotel industry adopted various strategies to overcome this pandemic situation. Objectives: The study attempts to find out the conditions and the re-building strategies adopted by the hospitality industry such as the amenities and facilities provided to the guest and also the safety measures taken by the hotels during the pandemic situation. Methodology: The study is descriptive in nature. During the pandemic situation there were several problems faced by the hotel industry. The various problems were discussed with the operating departmental heads and the other hotel staff such as executives, associates and job trainees. The primary data was collected from the hotel staff through questionnaire method using the online platforms like Google forms and it was send to the respective persons. 250 samples were taken for the study which included core departmental heads, employees and the trainees of the hotels. Stratified random sampling techniques were used for collecting the data. The data collected was classified and tabulated. The data was analyzed by using different statistical techniques like percentage analysis, Correlation analysis with the help of IBM SPSS Version 23. Results: Safety measures taken by the departments included restaurants being sanitized;rearranging the furniture for maintaining a social distancing;the kitchen staffs getting properly sanitized;wearing mask and gloves. Sterilizing and sanitizing the guest and their belongings before rooming the guest. The billing system was shifted more towards the electronic mode. The staff guided the guests to follow the instructions during their stay in the hotel. Conclusion: The hotel premises including the public areas and the lobby were sterilized and sanitized every two hours in most hotels. The workers were asked to work in staggered shifts. The guest who come to visit and stay in the hotel were made to feel safe and comfortable with the services.
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The hotel industry is one of the sectors that is heavily affected by the COVID-19 pandemic. Compensating for this lost revenue requires understanding which aspects of guests' priorities have changed, including their feelings about sustainable practices. Drawing from an online survey with 250 adults who were at least 18 years of age, described themselves as familiar with sustainable practices, and stated they had stayed in a hotel both before and during the pandemic, this study finds that the pandemic had a significant impact on their attitudes towards sustainable practices. Although they believe that hotels' adopted protocols are adequate to protect them from COVID-19, they do not intend to adopt sustainable practices in the pandemic era.
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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.
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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.
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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.
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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.
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This research aimed to understand the effects of the Covid-19 pandemic on the mental health of workers of hotel housekeeping departments in the city of Joao Pessoa/PB. A quantitative analysis was carried out, to measure the information gathered from workers of three medium-sized hotels in the capital of the state of Paraiba, using a questionnaire to gather data, and descriptive analysis for the data analysis. It was found that the Covid-19 pandemic had caused impacts on the mental health of workers in this area, mainly in terms of financial worries;fear of losing their jobs;fear of contracting the disease while at work;and fear that if infected, they might pass it on to other members of the family. Added to this were physical fatigue, obsession with cleaning, and stress.
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During the COVID-19 pandemic, with events and travel on hold, all sectors of the hospitality industry have been challenged to reimagine their business models to keep their businesses profitable, even by rethinking them towards sustainability. While there have been positive signs of recovery and increases in hotel bookings, the pandemic has dramatically changed consumer demands and expectations, forcing companies to adapt their offerings accordingly, so hotels have gotten creative over the past 2 years in repurposing and selling rooms and spaces for events, after the negative impact caused by the SARS COV 2 pandemic. The purpose of the paper is to highlight the actions undertaken by tourism operators in order to reinvent the services offered as a result of the pandemic.
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Background: Barring few sectors like healthcare, the COVID-19 pandemic had severely affected most of the business. Tourism and hospitality were amongst few industries harshly hit by the pandemic. In hospitality worst affected segment of HR were 'freshers' from hotel management institutes. With literally no experience and limited skills they have very few takers in industry with minimum emoluments in offering. Objectives: The prime objective of this paper is to find out the change in the perceptions of students from hospitality education after COVID-19 pandemic. Methodology: This is survey-based study. The responses were taken twice with same set of respondents, first when peak of second COVID wave was over and it looked that things will be normal in near future and second responses were taken when third COVID wave seemed to be inevitable in India. Total 135 students took part in both the surveys and their responses were recorded for further analysis. Results: Pandemic compelled students to think outside their usual choice of four major revenue producing department to commence their career. Marketing and sales, retail industry, HR and training were their preferred choice. Communication and technical skills, physical fitness, creativity and food safety were the attributes listed by them as essential for hospitality professionals. Further, respondents wanted subjects like personality development and communication skills, hotel specific accounting and marketing operations. HRM as practiced in hotel industry, food safety and hospital catering and investments and trading as core subjects in their syllabi. Conclusion: It is high time that hotel management institutes should shift their approach from four operational departments to other equally lucrative field like marketing and retail.
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Background: It was always a challenge for hotel industry to find and retain skilled manpower and most of the hotels depend on in-house training programme to train and develop the employees as per their requirement. It is easy for hotels to retain staff if they are well-trained, they enjoy their work and are satisfied with workplace. COVID-19 pandemic presented one more challenge to hotel industry i.e., to embrace changes as per the expectations of market. Objectives: The main objectives of the study were to find out the impact of training towards employee satisfaction and change management. To establish the influence of employee satisfaction towards change management. Methodology: The factors shortlisted towards employee satisfaction were rewards, nature of work, supervision, benefits, work environment and co-workers. Factors identified for change management were strategic success, technological changes, effective systematic plan, communication, environment for change and change management. The research design for this paper was descriptive. The study was conducted for employee working in four major revenue producing operational departments. Total 16 hotels of city of Mumbai were approached for data collection. Due diligence was taken to collect data from different demographic profiles such as ownership pattern of hotels, department and experience of employees, their qualifications etc. Total 165 samples were collected. Data was corroborated using Cronbach's alpha and hypotheses were validated using correlation and compare means one-way ANOVA tests with the help of SPSS software. Result: Main findings of study were that nature of work and supervision had moderate effect on work environment. Benefits, rewards and co-workers showed strong correlation. Co-workers and work environment strongly impacted employee satisfaction. Strategic success, environment for change and communication significantly affected change management. Conclusion: Training was found to have significant relationship with employee satisfaction and change management. Employee satisfaction had significant association with change management. However technological change and effective systematic plan (factors of change management) were not significantly associated.
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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.
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This special issue on tourism in northeast Brazil includes five articles which deal with: the use of Instagram to promote proximity tourism in northeast Brazil;the visual language (images and colours) of tourism advertisements for the northeast region;the influence of time pressure on the intention to visit the destinations of Aracaju, Sergipe and Salvador, Bahia;community-based tourism in Prainha do Canto Verde, Beberibe, Ceara;and the effects of the COVID-19 pandemic on the mental health of hotel housekeeping staff in Joao Pessoa, Paraiba.
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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.
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BACKGROUND: The re-emerging human monkeypox virus (MPXV) poses a global threat. The rising number of confirmed MPXV cases worldwide is a significant reason for concern. This study aims to investigate (1) hotel employees' knowledge in Egypt of MPXV source, signs/symptoms, transmission, prevention, and treatment, (2) the primary sources of their information about MPXV, (3) whether or not they received information about MPXV from their hotels, and (4) the differences of employees' knowledge in terms of gender, age, marital status, level of education, type of contract, professional category, hotel department, type of hotel, seniority in the hotel, and the number of hotel rooms. METHODS: Using a quantitative approach, we collected data from 453 employees in Egyptian hotels via a web-based questionnaire. The survey included questions regarding the MPXV source, signs/symptoms, transmission, prevention, and treatment, as well as its primary information sources. The questionnaire also included questions regarding participants' demographics and hotel characteristics. RESULTS: The findings indicated that more than half of hotel employees have inadequate knowledge of MPXV. Additionally, the majority of employees selected social media as their primary source of MPXV-related information. Surprisingly, most participants reported that their hotels neglected to provide them with the MPXV's information. Age, marital status, education, professional category, and tenure in the hotel all have a significant impact on their MPXV knowledge level. CONCLUSION: The current paper presents significant implications for both theory and practice. This study provides government agencies and hotels with guidelines for preventing the outbreak of MPXV. According to our knowledge, this is the first study conducted with hotel employees in the MPXV Egyptian context.