Consumer Behavior in Tourism and Hospitality最新文献

{"title":"Studying the motivations in choosing study tour destinations: evidence from Asian university students","authors":"Yui-yip Lau, J. Xu, Tsz Ching Mang","doi":"10.1108/cbth-02-2022-0049","DOIUrl":"https://doi.org/10.1108/cbth-02-2022-0049","url":null,"abstract":"\u0000Purpose\u0000This study aims to explore university students' push and pull motivational factors towards their study tour destination choices and to investigate the differences between experienced and non-experienced students concerning their push and pull motivational factors.\u0000\u0000\u0000Design/methodology/approach\u0000The study collected surveys from Hong Kong university students. In total, 248 usable responses were gathered. Among the 248 respondents, 148 university students from various universities did not have experience on a study tour in their university lives while 100 students did. The study also conducted interviews and collected qualitative data to supplement the survey findings.\u0000\u0000\u0000Findings\u0000Top push and pull motivational factors were highlighted in the study tour context. This study also indicated that non-experienced students relatively have more concerns about geographic location, political stability and financial budget as pull factors and education as the push factor than experienced students. Education, as a high-level human need and push motivational factor, becomes less important for experienced students.\u0000\u0000\u0000Originality/value\u0000A large number of Asian university students participated in study tour programmes each year. Nevertheless, there are few research papers relevant to exploring university students’ motivation to choose study tour destinations. This study provides useful insight for the universities to design and implement appropriate study tours according to students’ motivation.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"130 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-07-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132217503","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":"Impact of e-servicescape on hotel booking intention: examining the moderating role of COVID-19","authors":"P. Srivastava, S. Srivastava, Niraj Mishra","doi":"10.1108/cbth-03-2022-0076","DOIUrl":"https://doi.org/10.1108/cbth-03-2022-0076","url":null,"abstract":"\u0000Purpose\u0000The paper aims to illuminate the relationship between attitude toward the hotel’s website (e-servicescape) and purchase intention. It proposes modeling the dimension of the hotel’s website, its impact on building attitude toward the website and the relations with purchase intention. Further, the role of social risk arising from COVID-19 on the relationship between attitude and purchase intention is explored.\u0000\u0000\u0000Design/methodology/approach\u0000The authors conducted empirical research using an online questionnaire based on a comprehensive evaluation of prior literature. The online questionnaire has 15 questions, and data is gathered from guests who have visited the hotel’s website in the preceding year. SmartPLS was used to analyze the data. Attitude toward the website has been identified as a higher-order factor, and a two-stage embedding technique was adopted for analysis.\u0000\u0000\u0000Findings\u0000The paper gives empirical evidence about how different dimensions of a hotel’s website influence one’s attitude. The finding indicates that the ambience factor, i.e. how effectively a website provides a pleasant and interesting atmosphere for online visitors, is the most critical component for attitude development. Additionally, the finding reveals the negative moderating effect of social risk on the relationship between attitude and purchase intention.\u0000\u0000\u0000Research limitations/implications\u0000Since demographic factors play a significant role in the social-risk component, the study findings may lack generalizability. As a result, scholars are urged to do more study on the offered ideas.\u0000\u0000\u0000Practical implications\u0000The paper includes implications for the development of a better e-servicescape, which should incorporate the dimensions discussed in the study to entice the customers for hotel booking and can remove the fear of social risk.\u0000\u0000\u0000Originality/value\u0000This paper addresses an established need by examining how social risk affects the relationship between attitude toward a website and purchase intention.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114080636","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":"Theory of green consumption behavior (TGCB): a case of agro-tourism for sustainable communities and cities of future Bangladesh","authors":"A. Hasan","doi":"10.1108/cbth-02-2023-0009","DOIUrl":"https://doi.org/10.1108/cbth-02-2023-0009","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to explore the antecedents and their impacts on behaviors toward agro-tourism by proposing a theory of green consumption behavior.\u0000\u0000\u0000Design/methodology/approach\u0000Based on a review of the literatures and collection of 471 usable responses, the study is conducted through partial least squares structural equation modeling method using SmartPLS 3.3.3.\u0000\u0000\u0000Findings\u0000Findings of the study have revealed that carbon mitigation attitude, energy saving norms, perceived hygiene value and agro-tourist spot visit intentions significantly influence agro-tourist spot visit behavior. Furthermore, the study has suggested that agro-tourist spot visit intentions partially mediate the strength of the relationship between carbon mitigation attitude, energy saving norms, perceived hygiene value and agro-tourist spot visit behavior.\u0000\u0000\u0000Practical implications\u0000The study findings may be useful to encouraging agro-tourism managers of understanding antecedents of customer’s behavior and formulating business strategies influencing behaviors toward agro-tourism, coping with competitive business environment and environmental sustainability.\u0000\u0000\u0000Originality/value\u0000The study has presented a unique case discovering what antecedents are influencing customers’ green consumption behavior (agro-tourist spot visit behaviors) and how that behavior contributes to sustainable communities and cities development. Furthermore, the study has provided important insights for industry professionals by integrating carbon mitigation attitude, energy saving norms, perceived hygiene value and agro-tourist spot visit intentions in examining agro-tourist spot visit behavior.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"41 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117183258","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":"Customer experience in five-star hotel businesses: is it an “experience” for customers?","authors":"H. K. Şanlıöz-Özgen, M. Kozak","doi":"10.1108/cbth-11-2022-0197","DOIUrl":"https://doi.org/10.1108/cbth-11-2022-0197","url":null,"abstract":"\u0000Purpose\u0000Concerning the development of “experience” as an economic phenomenon, this study aims to analyse customers' evaluations of their experiences in five-star hotel businesses and to identify if the hospitality experience is evaluated as an “experience” by its specific aspects.\u0000\u0000\u0000Design/methodology/approach\u0000Structural and thematic narrative analyses in a multi-dimensional setting were applied to stories from 107 participants who stayed in five-star hotel businesses.\u0000\u0000\u0000Findings\u0000Customers evaluate their overall experience as an “experience” reflected by experiential statements. However, they demonstrate higher cognitive orientation at the sub-experience levels (food and beverage, rooms, etc.).\u0000\u0000\u0000Research limitations/implications\u0000The paper sheds light on the fact that customers may evaluate their experiences with cognitive and experiential aspects. The study focuses on participants' lived experiences to understand the customer perspective with the “experience” concept leading to the memorability of customer experiences in hotel businesses. Further research is required with a larger sample group, mixed-methods implementation and longitudinal and comparable examination to understand seasonal, motivational and cultural differences.\u0000\u0000\u0000Practical implications\u0000The paper reveals various aspects of customer experiences in five-star hotel businesses around the variety of their offerings evaluated by cognitive and experiential perceptions so that dedicated efforts of the managers will be enhanced with a better and strategic understanding of the “experience” concept to achieve business goals.\u0000\u0000\u0000Originality/value\u0000The study offers insightful findings relating to customers’ service- and experience-based experiences and how “experience” is perceived by customers from various angles in the five-star hotel businesses.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"101 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132478345","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":"The impact of AI chatbots on customer trust: an empirical investigation in the hotel industry","authors":"Van Thanh Nguyen, Le Thai Phong, Nguyen Thi Khanh Chi","doi":"10.1108/cbth-06-2022-0131","DOIUrl":"https://doi.org/10.1108/cbth-06-2022-0131","url":null,"abstract":"\u0000Purpose\u0000This study aims to investigate the impact of AI chatbots on customer trust in AI chatbots for hotel services.\u0000\u0000\u0000Design/methodology/approach\u0000The probability sampling method was employed to develop a research sample. The research uses correlation analysis and structural equation modeling to analyze the data of 413 valid observations collected in the structured questionnaire survey in Vietnam.\u0000\u0000\u0000Findings\u0000The paper reports that empathy response, anonymity and customization significantly impact interaction. Empathy response is found to be the strongest influence on interaction. Meanwhile, empathy response and anonymity were revealed to indirectly affect customer trust. This paper also contributes several implications for hotel providers in emerging economies.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this is the first study to shed light on the role of AI chatbots in explaining customers’ behavior. The results provide an enhanced understanding of how the AI chatbot system influences customers’ decision-making. It has been used to plan the chatbot application and highlight which implementation issues need the most attention in the hospitality industry.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117203251","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":"Characterizing traveling Instagrammers: an exploration of socio-psychological concepts, travel typologies and posting motives","authors":"R. Egger","doi":"10.1108/cbth-11-2022-0198","DOIUrl":"https://doi.org/10.1108/cbth-11-2022-0198","url":null,"abstract":"\u0000Purpose\u0000This study aims to understand how traveling Instagrammers should be characterized by bridging socio-psychological concepts with Instagram usage and travel typologies.\u0000\u0000\u0000Design/methodology/approach\u0000Using analysis of variance, differences between non-Instagrammers and passive and active users were identified with regard to their personality traits and human values; traveling Instagrammers and their travel types were characterized in more detail using k-means clustering, and, finally, posting behavior was examined using multiple regression.\u0000\u0000\u0000Findings\u0000The results demonstrate significant differences between the user groups in terms of their personality traits, their human values and their travel behavior. The multiple regressions provide deeper insights into tourists’ Instagram posting.\u0000\u0000\u0000Research limitations/implications\u0000This study was conducted on 1,100 German travelers, meaning that the results are only valid for this cultural context. All data were collected using an online panel and participants received incentives, and thus extrinsic rewards, instead of using merely intrinsic motivation to take part in the survey.\u0000\u0000\u0000Originality/value\u0000This study contributes to a better understanding of Instagram usage behavior when traveling and adds valuable insights to this field of research. At the same time, the results are relevant for tourism businesses wishing to optimize their communication and marketing strategies.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"141 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121638144","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":"Cruise ship safety measures and their influence on passenger sense of security and purchase intention","authors":"Shadi Bahattab, Shiang-Lih Chen McCain, J. Lolli","doi":"10.1108/cbth-08-2022-0163","DOIUrl":"https://doi.org/10.1108/cbth-08-2022-0163","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to investigate whether customers perceive current cruise ship safety measures provided as meeting a sense of security and their influence on purchase intention. Three types of potential risks associated with cruise lines evaluated were external/internal attacks, malfunctions/accidents and onboard medical/health issues.\u0000\u0000\u0000Design/methodology/approach\u0000A survey used 12 safety measures questions to examine how cruise ships handle the above three risks, three questions to measure a sense of security and three questions to measure purchase intention. A seven-point Likert scale was applied. Convenience sampling was used. There were 163 valid responses collected.\u0000\u0000\u0000Findings\u0000All three safety measures evaluated in this study had a direct and positive effect on passengers' Sense of Security. Also, Safety Measure (SM) 2 and Sense of Security had direct and positive effects on purchase intention. Finally, SM1 and SM3 have only indirect impacts on Purchase Intentions via Sense of Security.\u0000\u0000\u0000Research limitations/implications\u0000Because of the small sample size and the convenience sampling method, the results of this study may lack generalizability.\u0000\u0000\u0000Practical implications\u0000Cruise managers should be aware that merely providing safety measures that are regulated by guidelines is not sufficient, and passengers must personally see and experience safety measures.\u0000\u0000\u0000Originality/value\u0000This study evaluated not only customers’ perceptions of safety measures on a cruise ship but also their impact on a sense of security and how that played a moderating role in purchase intention.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122091236","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":"Employee green behavior in hotels: the role of green human resource management, green transformational leadership and value congruence","authors":"Swati Agrawal, Sajeet Pradhan","doi":"10.1108/cbth-11-2022-0191","DOIUrl":"https://doi.org/10.1108/cbth-11-2022-0191","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the effects of green human resource management (GHRM) and green transformational leadership (GTL) on employees’ green work behavior. This study also tests the mediating role of environmental value congruence (EVC) on the relationship of GHRM and GTL with employees’ green work behavior.\u0000\u0000\u0000Design/methodology/approach\u0000Responses were collected from 480 employees working in various Indian hotels using a two-wave survey design. The data was analyzed using Smart PLS 4.\u0000\u0000\u0000Findings\u0000The findings report significant indirect associations between GHRM and GTL on the one hand and in-role green behavior and extra-role green behavior on the other through EVC.\u0000\u0000\u0000Practical implications\u0000This paper highlights leaders’ focus on creating environmentally focused HR practices in hotels. As employees are the face for customers, particularly in the hotel industry, green behavior creates a green image of the organization in consumers’ minds, which may result in long-term sustainable competitive advantage.\u0000\u0000\u0000Originality/value\u0000This study makes two significant contributions; one, it explores the effect of GTL and GHRM on hotel employees’ green behaviors and second, it also tests the mediating role of EVC in explaining the relationship between the focal constructs in the Indian Hotel industry which has not been studied before.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131749045","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":"Customer experience management in themed amusement parks: the impact of safety measures on the physical, social and digital servicescape of Gardaland Park","authors":"A. Bonfanti, Vania Vigolo, Elisa Gonzo, Ileana Genuardi","doi":"10.1108/cbth-04-2022-0099","DOIUrl":"https://doi.org/10.1108/cbth-04-2022-0099","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the role of the servicescape in the customer experience management (CEM) of a themed amusement park following the COVID-19 pandemic. Considering the managers’ and customers’ perspectives, this study specifically addresses the following three research questions: first, What changes have occurred in the servicescape following the adoption of safety measures in the park in response to the COVID-19 pandemic? Second, What are the effects of these safety measures in relation to CEM? Third, What are the changes that could be maintained in the future to continue improving the customer experiential journey in the park?\u0000\u0000\u0000Design/methodology/approach\u0000A single case study method was adopted. Gardaland Park was selected as the case for this study. Data were collected from several sources: in-depth interviews with managers of Gardaland Park, focus group interviews with customers, and the corporate website and documentary. Reflexive thematic analysis was used to examine the data.\u0000\u0000\u0000Findings\u0000The findings reveal that safety measures affect the physical, social and digital (e- and smart) servicescape by influencing the aesthetic (reassurance), entertainment (relaxation), escapist (enjoyment and distraction) and educational (learning) experiences. Among the various changes implemented, the digital servicescape can be improved in the future when the pandemic is over by providing flexible solutions in relation to services at the park (e.g. virtual queuing) or on the website (e.g. dynamic booking).\u0000\u0000\u0000Practical implications\u0000The findings provide park managers with practical advice about servicescape organization to facilitate offering safe and memorable customer experiences.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this is the first study to address the effects of safety measures on the servicescape and CEM in themed amusement parks after the COVID-19 pandemic.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"95 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-05-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114837214","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":"Career shock of hotel employees and their individual resilience: an exploratory study","authors":"Mohamed Mousa, Hala A. Abdelgaffar","doi":"10.1108/cbth-06-2022-0134","DOIUrl":"https://doi.org/10.1108/cbth-06-2022-0134","url":null,"abstract":"\u0000Purpose\u0000This study aims to investigate the extent to which global shocks like Covid-19, climate crisis or war in Ukraine represent a negative career shock for hotel employees and how their individual resilience helps them to mitigate such shock.\u0000\u0000\u0000Design/methodology/approach\u0000A qualitative research method is used, and semi-structured interviews were conducted with 30 full-time employees working at four hotels in Sharm El-Sheikh, Egypt. Thematic analysis was used to extract the main ideas from the transcripts.\u0000\u0000\u0000Findings\u0000The findings showed that some of the addressed employees do not perceive the impact of current wicked problems as a negative career shock that would cause them to divert their career paths particularly because of the recent support they receive from their professional and social circles. However, some respondents are worried about their career prospects owing to the dramatic events affecting beach tourism in Egypt this past decade. Findings reveal that managing negative career shocks necessitates institutional support, as well as employee responsibility and the adaptation.\u0000\u0000\u0000Originality/value\u0000This paper contributes by filling a gap in hospitality, and human resources management, in which empirical studies on the relationship between career shock of hotel employees and their individual resilience have been limited so far.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-05-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123034935","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}