Consumer Behavior in Tourism and Hospitality最新文献

{"title":"Effect of collaborative consumption on sustainable homestay development: an empirical study","authors":"Pushpa Kataria, Vijay Prakash Gupta, Sunil Kumar, Rupak Gupta","doi":"10.1108/cbth-12-2022-0206","DOIUrl":"https://doi.org/10.1108/cbth-12-2022-0206","url":null,"abstract":"Purpose The purpose of this study is to explore the factors that influence sustainable homestay development and suggest a model for adopting and implementing the homestay concept and its contribution towards sustainable rural development in Uttarakhand, India. Design/methodology/approach Researchers have collected a total of 360 responses from tourists, homestay owners/villagers and managers associated with homestay businesses in Uttarakhand to examine, assess and analyse the data with the help of different statistical tools such as SPSS and AMOS to validate the concept of homestay and its impact on sustainable rural development. Findings The analysis uncovered that collaborative consumption, sharing economy and family feeling and community development are positively associated with and, in return, community development affects sustainable development. Research limitations/implications This study enables us to explain the “collaborative consumption” in the context of homestays functional in the state of Uttarakhand only. Practical implications The study results in evidence of crucial implications for policymakers. Policymakers should focus on opportunities in tourism and its integration with economic, environmental and social goals. Homestays will be new avenues for economic and sustainable development. Social implications Homestay offers reasonable and cheap lodging for tourists within the existing ancient homes, typically restored for the guests to form a comfortable stay. Homestay is adopted to facilitate community-based tourism in the state. It also helps in developing a source of livelihood for the community. It is helpful for individuals’ economic, social and aesthetic desires to be consummated by maintaining cultural integrity, ecological processes, biodiversity and natural support systems through homestay, as social entrepreneurship. Homestay has been envisaged as a driver to realise the sustainable development goals by steering the pathways to a property future for all involved within the elected hill states. Originality/value This study validates a new homestay model that will be useful for developing community and achieving sustainable development.","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"31 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135366131","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Experiential marketing in the budget hotel: do Gen Y and Gen Z change the game?","authors":"Karto Adiwijaya, N. Nurmala","doi":"10.1108/cbth-10-2022-0185","DOIUrl":"https://doi.org/10.1108/cbth-10-2022-0185","url":null,"abstract":"Purpose This study aims to investigate if experiences can create satisfaction, loyalty and place attachment in the context of the budget hotel industry given growing proportion of Gen Y and Gen Z of budget travellers. Design/methodology/approach This study uses structural equation modelling-partial least squares approach to validate the path model. A total of 168 samples in Indonesia were collected using online consumer survey. Findings The findings show positive and significant effects of experience on memories, perceived value, satisfaction, loyalty and place attachment among budget hotel travellers. Research limitations/implications Some studies have investigated the importance of experiences in budget hotels marketing. This study contributes to this discussion by presenting that multiple dimensions of experience (sensing, feeling, thinking, acting and connecting) are significant drivers of satisfaction, loyalty and place attachment among Gen Y and Gen Z majority budget travellers. Practical implications From the findings, the authors suggest budget hotels to provide physical service environment that can enhance the visitor experience while visiting the hotel related to services relating (e.g. cozy room), acting (e.g. instagrammable spots), thinking (e.g. game centre) and sensing experience (e.g. music that soothes the soul) and social interaction (guest-to-staff interaction) that can enhance feeling service (e.g. welcoming staff). Originality/value Given the growing proportion of Gen Y and Gen Z among budget travellers and growing occupation of budget hotels, it become more essential to understand how customers perceive the services of budget hotels. This study shows that today customers perceive not only cost but also experiences as important factors that determine their satisfaction, loyalty and attachment towards budget hotels.","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"93 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135043819","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Navigating the postpandemic theme park experience: an experiencescape perspective","authors":"Harriman Samuel Saragih","doi":"10.1108/cbth-06-2023-0067","DOIUrl":"https://doi.org/10.1108/cbth-06-2023-0067","url":null,"abstract":"Purpose The aim of this study is to ascertain the fundamental characteristics that influence the theme park experience during the period following the pandemic, using the experiencescape framework. Design/methodology/approach To obtain electronic word-of-mouth data, this research leverages Google Maps reviews and uses diverse Python libraries for computational and natural language processing-based analyses. Findings In the context of theme parks during a pandemic, visitors tend to convey favorable attitudes and engage in discourse pertaining to six primary themes or subjects, i.e. health and safety protocols, ride and queue management, sanitation measures, promotional pricing, family-oriented amenities and exciting escapades. Research limitations/implications This study highlights the continued relevance of the experiencescape framework during the COVID-19 pandemic and the dynamic nature of its five dimensions. Furthermore, it underscores the intricate interplay between these dimensions and advocates for a comprehensive approach to experiencescape management. Originality/value The research addresses a notable gap in existing literature by examining the pandemic’s impact on theme park experiences, using natural language processing techniques for insights gleaned from online reviews. In doing so, this study contributes a more profound and nuanced comprehension of the theme park experience in the post-COVID era.","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"115 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688702","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Examining brand transgression, behavioral responses and the mediating effect of perceived brand betrayal","authors":"Nasrin Rasouli, Mohammad Alimohammadirokni, S. Mostafa Rasoolimanesh, Ayatollah Momayez, Nafas (Atefeh) Emadlou","doi":"10.1108/cbth-06-2023-0071","DOIUrl":"https://doi.org/10.1108/cbth-06-2023-0071","url":null,"abstract":"Purpose This study aims to investigate the effect of brand transgression severity on different behavioral responses (BRs). In addition, the role of perceived brand betrayal (BB) is examined as a mediator between brand transgression severity and BRs. Design/methodology/approach A total number of 331 customers of Tehran travel agencies were recruited as the statistical sample. Partial least squares-structural equation modeling (PLS-SEM) using SmartPLS 4 software was used to analyze the collected data. Findings The results showed that the severity of brand transgression significantly affects perceived BB and customer BR, including avoidance and retaliatory behaviors. Moreover, the results showed that perceived BB has a mediating role in the relationship between brand transgression severity and reparatory and retaliatory behaviors. Originality/value This study adds to the understanding of consumer behavior by demonstrating how customers react to brand transgression severity through perceived BB.","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"54 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135343040","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Market mavenism, tourists’ co-creation experience, loyalty, vaxication intention: mediating role of travel incentives in the post-COVID-19 environment","authors":"Alhamzah F. Abbas, Muddasar Ghani Khwaja, Amir Zaib Abbasi, Athar Hameed","doi":"10.1108/cbth-01-2023-0007","DOIUrl":"https://doi.org/10.1108/cbth-01-2023-0007","url":null,"abstract":"Purpose The purpose of this study is to examine the relationships between market mavenism, tourists’ cocreation experience, loyalty and the mediating role of travel incentives in the post-COVID-19 tourism environment in the context of vaxication intentions in Turkey. Design/methodology/approach This study used covariance-based structural equation modeling to empirically test the proposed hypotheses. A total of 348 respondents participated in the survey. Findings The findings of this study support the assumption that market mavenism (MM) engage in cocreating and sharing travel experiences (CCTE). Furthermore, the study reveals that market mavens tend to demonstrate loyalty (LTY) toward service providers when engaging in cocreation with travel industry professionals. In addition, the study establishes the significant mediating effect of travel incentives (TI) between MM and vaxication intention (VI). Research limitations/implications The study uses the theory of planned behavior to examine tourists’ intentions for vaxication and the psychological factors influencing their decisions, while also using the macro–micro theory to explore industry-level factors like market mavens and customer engagement, leading to a comprehensive understanding of COVID-19 vaccination and tourism behavior. Further research is needed to address limitations such as country diversity, multiple locations and service providers, online behavior analysis, authenticity perception and identification of market mavens’ personality traits and travel preferences. Originality/value This study contributes to the scholarly literature in several ways. First, it explores the influence of market mavens on tourism experience cocreation and customer loyalty during the postpandemic era. Second, it empirically examines the mediating role of travel incentives, adding to the understanding of market mavens and vaccination intentions. Lastly, the study addresses the implications during and after the COVID-19 for managers and service providers in the tourism industry.","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135477818","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Exploring luxury hospitality customer experience of Maldives tourists amidst COVID-19 pandemic","authors":"Vaishali Kaushal, Rajan Yadav","doi":"10.1108/cbth-04-2022-0085","DOIUrl":"https://doi.org/10.1108/cbth-04-2022-0085","url":null,"abstract":"\u0000Purpose\u0000Despite the severe impact of the COVID-19, Maldives was one of the top destinations which witnessed decent tourist arrival amid the pandemic. This study aims to analyze luxury hospitality experiences of guests amid COVID-19 pandemic.\u0000\u0000\u0000Design/methodology/approach\u0000This study is exploratory in nature. This study analyses 4,302 real-time customer reviews using sentiment and thematic analysis with the help of NVIVO 12 plus and Leximancer.\u0000\u0000\u0000Findings\u0000The findings suggest travel products as well as services associated with luxury resorts needs to be revisited. Staff needs to be more professional and must be proactive while redesigning services specially in situations like pandemic. While redesigning services in situations like pandemic, staff needs to be proactive, professional and must follow all protocols. Major negative experiences included long waiting time to avail frill services, privacy intrusion by bloggers and influencers, service quality issues. We recommend enhancing service quality followed by investing more in training and development, increasing the number of foreign languages spoken by staff and disseminating localized culinary experiences will enhance the experience quality with guests.\u0000\u0000\u0000Research limitations/implications\u0000This study has several limitations: first, this study limited itself to 15 luxury resorts of Maldives, which may not serve as a true representation of all luxury resorts of Maldives. The next limitation of this study is that the authors have collected customer reviews from TripAdvisor only, and the reviews were only in English language.\u0000\u0000\u0000Practical implications\u0000The findings of the research can be beneficial for the policymakers, hospitality practitioners and academicians who study luxury tourism industry to carve appropriate strategies for enhancing the customers’ luxury experience like leveraging customization in all areas and enhancing service quality, food quality, training and development of employees.\u0000\u0000\u0000Originality/value\u0000Maldives has become one of the most expensive traveler destinations and is home to world’s most expensive resorts. This study is original in nature and has a forward-looking approach which studies the disruptive effect of pandemic, intangible nature of luxury as a concept can be used by hospitality industry to redesign the luxury customer experience which can improve marketing strategies aiming to potentiate this niche. In addition, to the best of the authors’ knowledge, this study will be the first one to capture the real customer experiences of luxury resorts of Maldives.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-08-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128307092","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Drivers of experiential loyalty intentions towards online travel agents: a comparative analysis on pre- and post-COVID travellers","authors":"S. Jasrotia, Kalyani Mulchandani, Shalini Srivastava","doi":"10.1108/cbth-12-2022-0200","DOIUrl":"https://doi.org/10.1108/cbth-12-2022-0200","url":null,"abstract":"\u0000Purpose\u0000COVID-19 pandemic led to changes in the mental processes of tourists towards online travel agents. Therefore, the study aims to determine the factors affecting experiential loyalty intention of travellers during pre- and post-COVID times.\u0000\u0000\u0000Design/methodology/approach\u0000Empirical data analysis using structural equation modelling was performed in the study.\u0000\u0000\u0000Findings\u0000Results indicate that there is a change in the mental process of tourists. Travel companies need to understand that post-COVID, travel has transformed into a completely new world and it is essential to change behaviour accordingly. Traveller’s satisfaction would still be the key to driving loyalty of travellers towards a company.\u0000\u0000\u0000Research limitations/implications\u0000The study implies that managers must put more effort into creating confidence among travellers because many people are still scared to travel due to the prevalence of the COVID-19 virus. Motivation to travel has declined significantly, which can only be regenerated if managers develop great strategies to drive demand from people.\u0000\u0000\u0000Originality/value\u0000This study will help in filling the gap that exists in extant literature of tourism by developing a robust model for analysing the factors enhancing experiential loyalty intention of travellers towards online travel agents in the pre- and post-COVID scenarios.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-08-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122814451","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Who should retain the service tips? Tips retention practices and the British customers’ returning intention to the same Indian restaurants","authors":"Md. Sajjad Hosain","doi":"10.1108/cbth-04-2022-0108","DOIUrl":"https://doi.org/10.1108/cbth-04-2022-0108","url":null,"abstract":"\u0000Purpose\u0000Service tip is an optional gift that is given by the customers to the waiters (or any other service staffs) for their services. Although the service tips are given to the waiters or service staffs, many restaurant owners or managements take away such gifts from the service staffs. This paper aims to identify the relationship between tips retention practice (TRP) and returning intention (RI) of the British customers to the same Indian restaurants for dining once they know that such tips are retained by the owners not by the service staffs. TRP was further divided into positive TRP (service staffs retaining the tips) and negative TRP (owners or management retaining the tips). The study further used a moderating variable (Female Customers’ Role) to test the moderating effect on the direct relationship.\u0000\u0000\u0000Design/methodology/approach\u0000The author purposively selected 1,223 British diners who take dining services at different Indian restaurants and used a structured survey instrument to collect primary data from those selected respondents. The author used SPSS 25 for descriptive statistics and a covariance-based structural equation modeling through AMOS 25.\u0000\u0000\u0000Findings\u0000Based on survey responses and proper statistical analysis, it was revealed that a positive TRP has a significant positive relationship with positive RI, whereas a negative TRP also has a significant positive relationship with negative RI. The results further disclosed that such a relationship can be strengthened by the Female Customers’ Role, that is, female diners are particularly reluctant in returning to those Indian restaurants where they experience a negative TRP.\u0000\u0000\u0000Originality/value\u0000This is one of the few empirical research attempts that have tried to reveal the dining customers’ intention toward TRPs. The author expects that the study results will contribute to upcoming investigations focusing on TRPs and policies. The author further anticipates that the study findings will guide the Indian restaurant managements in shaping their TRPs and policies.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"120 17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-08-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126314068","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Restaurant menus and COVID-19: implications for technology adoption in the post-pandemic era","authors":"Ali Iskender, E. Sirakaya-Turk, David Cardenas","doi":"10.1108/cbth-11-2022-0194","DOIUrl":"https://doi.org/10.1108/cbth-11-2022-0194","url":null,"abstract":"\u0000Purpose\u0000This paper aims to systematically explore the experiences of restaurant patrons with quick response (QR) code menus during the pandemic to extract insights pertaining to the acceptance of technology adoption in service settings for the post-COVID era.\u0000\u0000\u0000Design/methodology/approach\u0000COVID-19 has enormously impacted consumer perceptions toward technology adoption in restaurants. Identifying these impacts requires qualitative inquiries because qualitative techniques, unlike quantitative methods, enable researchers to seek insights into the phenomenon without a predetermined stance. This study applied a qualitative research method. The qualitative data was obtained through in-depth interviews and a focus group. Thematic analysis was conducted.\u0000\u0000\u0000Findings\u0000This study identified perceived attributes of QR code technology by patrons: positive attributes such as easy to learn, quick and contactless; and negative attributes such as effortful and reliance on a smartphone. Also, the results distinguished perceived advantages of utilization of QR codes as restaurants’ menu: advantages such as hygienic, environmentally friendly due to no printing and contactless; and disadvantages such as poor menu design and lack of interaction.\u0000\u0000\u0000Practical implications\u0000This research presents patrons’ views on QR code menu utilization at restaurants under the pandemic conditions. Contradictory responses on the same features of technology reveal a lack of menu design in the utilization of QR codes. Restaurant practitioners can extract insights about how to better use technology like QR codes, cost-effective and environmentally friendly, in their operations in the postpandemic era.\u0000\u0000\u0000Originality/value\u0000This study included both deductive and inductive approaches. An inductive approach that progressed from theory to data was applied while forming interview questions. A deductive approach was used to inform theory with the findings of the data. The value of research derives from differentiating technology attributes (QR codes) and utilization domain (restaurant menu) in the realm of acceptance of technology in the consumer context.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"62 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-08-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126029161","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Pet tourism: motivations and assessment in the destinations","authors":"Amalia Hidalgo-Fernández, S. Moral-Cuadra, Antonio Menor-Campos, T. López-Guzmán","doi":"10.1108/cbth-06-2022-0132","DOIUrl":"https://doi.org/10.1108/cbth-06-2022-0132","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to perform an analysis of how pets in general and dogs in particular condition the planning and realisation of people’s trips. Similarly, the motivations that lead families to travel with their pets in Spain are analysed.\u0000\u0000\u0000Design/methodology/approach\u0000The methodology used in this research consisted of carrying out fieldwork based on surveys of 1,696 dog owners in Spain. The data analysis was carried out using a Partial Least Squares methodology (PLS-SEM) to test the relationship of the families with their pets, the motivations they have for travelling with their pets and the assessment of the destination by both the family and the pet itself.\u0000\u0000\u0000Findings\u0000The main results of this research focus on analysing how and when a family plans a trip with their pet, except for their second home, there are several motivations for both families themselves and their pets, which condition this trip and that must be considered by tourist destinations. Similarly, it is also concluded that the motivations are closely related to the attachment that the family has to the pet.\u0000\u0000\u0000Originality/value\u0000The originality of this research focuses on including the relationship of the family with their dog and the adequacy of the destination to the needs of their pet as motivation to make a certain trip or choose a certain destination.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133031919","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}