Consumer Behavior in Tourism and Hospitality最新文献

{"title":"Millennials’ perceptions of artificial intelligence in hotel service encounters","authors":"Abdul Rauf, Marius Zurcher, I. Pantelidis, Johan Winbladh","doi":"10.1108/cbth-04-2021-0104","DOIUrl":"https://doi.org/10.1108/cbth-04-2021-0104","url":null,"abstract":"\u0000Purpose\u0000Artificial intelligence (AI) is increasingly becoming part of the hospitality industry. In times of staff shortages, AI used in the industry can have advantages, but it also brings with it the possibility of customer backlash. The purpose of this paper is to understand the potential response of millennial guests to the potential applications of AI in the hotel industry. The emphasis was on which hotel service encounter categories are most suited to replacing employees with AI in the context of the millennial guest experience.\u0000\u0000\u0000Design/methodology/approach\u0000This quantitative research used a survey questionnaire for the data collection. Responses from 169 millennials from six continents were analysed using a combination of descriptive statistics, t-tests, MANOVA tests and Bonferroni tests.\u0000\u0000\u0000Findings\u0000Four service encounter categories were studied: (i) “Check-in”, (ii) “Reception Services (excl. check-in)”, (iii) “Wellness” and (iv) “Food and Beverage Services”. The results showed that of these four categories, “Food and Beverage Services” is more suited to replacing employees with AI than “Wellness”.\u0000\u0000\u0000Practical implications\u0000The findings of this research are important as they contribute to the body of knowledge related to the implementation of AI in the hospitality industry and provide useful information to policymakers and hotel managers who may wish to identify suitable areas for investment related to AI in their operations.\u0000\u0000\u0000Originality/value\u0000This study offers useful insight on a cutting-edge topic of AI application for service encounters within the hospitality sector and confirms the suitability of some encounters.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"97 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-02-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127094076","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":"In search of frugality in the Malaysian hotel industry: the role of green marketing strategies and government initiatives","authors":"Nur Zulaikha Mohamed Sadom, Farzana Quoquab, Jihad Mohammad","doi":"10.1108/cbth-06-2021-0147","DOIUrl":"https://doi.org/10.1108/cbth-06-2021-0147","url":null,"abstract":"\u0000Purpose\u0000This study aims to shed light on the factors that affect frugality (FR) in the hotel industry. Specifically, it aims to test the role of environmental advertisement (EA) and eco-labelling (EL) on FR through green attitude (GA) in the Malaysian hotel industry. It also tested the role of government initiatives (GIS) as the moderator.\u0000\u0000\u0000Design/methodology/approach\u0000Using the judgemental sampling technique, a total of 259 usable responses were gathered from hotel guests. Partial least squares structural equation modelling was used to test the study hypotheses.\u0000\u0000\u0000Findings\u0000This study found that EA and EL affect hotel guests’ GA positively. Additionally, the finding revealed that GA exerts a positive influence on FR. Furthermore, this study disclosed that GA mediates the relationship between green marketing strategies (EA and EL) and FR. Contrary to expectation, the moderating role of GIs was not supported in this study.\u0000\u0000\u0000Originality/value\u0000This is a pioneering study that investigates FR in the hotel industry. Further, this study developed new relationships such as the mediating role of GA between marketing strategies in terms of EA and EL and FR. In addition, the moderating effect of GIs on the relationship between GA and FR, which is comparatively new in the literature was developed. The findings from this study are expected to benefit the hoteliers, governments and the researchers that specialized in consumer behaviour study.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134304574","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":"Customers’ purchasing intentions for enhanced cleaning services in hotels during COVID-19: establishing price strategies","authors":"Lan Lu, Jinlin Zhao","doi":"10.1108/cbth-04-2021-0105","DOIUrl":"https://doi.org/10.1108/cbth-04-2021-0105","url":null,"abstract":"\u0000Purpose\u0000This paper aims to contribute to the literature investigating hotel customers’ preventive behavior during the COVID-19. Because there is no timely research discussing cleaning and disinfection services as a premium service in China, the authors conducted research to examine customers’ perceptions based on the information–motivation–behavioral skills (IMB) model and to explore potential marketing exits. Moreover, based on the price-sensitive measurement, this study reveals the price range and optimal price of the service, which could assess the feasibility of the service and balance the operation cost.\u0000\u0000\u0000Design/methodology/approach\u0000An internet-based, self-reported survey was designed to collect the data during the outbreak of COVID-19 in April 2020. The yield was 874 usable and valid responses, which were purposefully analyzed using confirmatory factor analysis and structural equation modeling.\u0000\u0000\u0000Findings\u0000The results indicate a significant influence of dimensions (information, motivation, health behavior skills) on hotel customers’ preventive behavior regarding purchase intention of cleaning and disinfection service. The optimal price of this service is 20% of the average room rate, and the range of acceptable prices is 15% of the average room rate.\u0000\u0000\u0000Originality/value\u0000The present study represents academic attempts to contribute to the literature by applying the IMB model to consumer behavior in a hotel industry context, emphasizing the importance of each dimension in behavioral intention during the current ongoing global issue. Additionally, the results indicate that the hotel industry could consider satisfying the needs of this market based on the suggested price.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127945588","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":"Branding through visitors: how cultural differences affect brand co-creation in independent hotels in Iran","authors":"Alireza Ranjbaran, M. Shabankareh, A. Nazarian, Nader Seyyedamiri","doi":"10.1108/IJCTHR-05-2021-0136","DOIUrl":"https://doi.org/10.1108/IJCTHR-05-2021-0136","url":null,"abstract":"\u0000Purpose\u0000In most countries, independent hotels are a major contributor to both national economy and the hospitality sector, but to the best of the authors’ knowledge, there is a lack of any study on brand co-creation (BCC) in independent hotels. This study aims to examine the interrelationship of moral judgement (MJ), self–brand connection, customer–brand engagement (CBE), electronic word-of-mouth (eWOM) and how BCC occurs in independent hotels and contrasts visitors’ perspectives between two different Global Leadership and Organizational Behavior Effectiveness clusters in independent hotels. Furthermore, this study also examines the moderating impact of privacy concern (PC) on the relationship between eWOM and brand co-creation.\u0000\u0000\u0000Design/methodology/approach\u0000Data were collected from two groups of tourists, Iranian (290) and European (224), who visited and stayed in independent hotels in some major cities in Iran. The structural equation modelling using AMOS 22 was adopted to test the hypotheses.\u0000\u0000\u0000Findings\u0000The study’s findings revealed that there are significant differences between two culturally different travellers in terms of selected variables, suggesting that MJ is a main antecedent of CBE, which leads to eWOM among Iranian travellers, which consequently leads to BCC. Moreover, the study’s data indicates that European travellers show a high level of PCs while staying in independent hotels in Iran, which prevents them from sharing and getting engaged in the social media, which could delay the BCC process especially in international level.\u0000\u0000\u0000Originality/value\u0000This study contributes to literature by providing new insights on the differences in the concept of brand co-creation between two culturally different groups in the context of independent hotels, which require special attention of independent hotel managers.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"126 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-01-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131636094","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":"Empirical research on the competitiveness of rural tourism destinations: a practical plan for rural tourism industry post-COVID-19","authors":"Chee-Hua Chin","doi":"10.1108/cbth-07-2021-0169","DOIUrl":"https://doi.org/10.1108/cbth-07-2021-0169","url":null,"abstract":"\u0000Purpose\u0000Following COVID-19, the emphasis on tourism development has shifted to rural tourism and eco-destinations for preventive practice of the three Cs – confined spaces, close contact and crowded spaces. Given the potential growth of rural tourism destinations, to the best of the authors’ knowledge, this study is conceivably the first to provide empirical evidence for rural tourism development post-COVID-19, and this study aims to examine the relationship between the potential development of rural tourism destination competitiveness alongside the inherited, created and supporting resources as perceived by domestic tourists.\u0000\u0000\u0000Design/methodology/approach\u0000This study sampled 172 respondents who were all domestic tourists in Malaysia. A partial least square (PLS)-structural equation modeling approach was used to evaluate the developed model, with PLS estimation and hypothesis testing performed using WarpPLS software.\u0000\u0000\u0000Findings\u0000Interestingly, the findings indicate that rural tourism destinations in Sarawak derive competitive advantage from factors that are closely associated with urban destinations (i.e. created and supporting resources), whereas rural-related factors (i.e. inherited resources) are not perceived as a contributor to their competitive advantage.\u0000\u0000\u0000Practical implications\u0000The findings will assist tourism planners in constructing a deployable rural tourism destination competency index to develop policies and programmes that address specific tourism or rural development objectives in Malaysia and beyond.\u0000\u0000\u0000Originality/value\u0000The value of present study lies in its examination of the tourists’ perspectives on the factors that provides addition to rural competitive advantage, with an emphasis on a relatively new and contentious post-COVID-19 topic, namely, rural tourism destinations.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"82 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-01-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125898954","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 influence of the onboard servicescape on cruisers’ experiential state, delight and memorability","authors":"Annarita Sorrentino, M. Ferretti, Marcello Risitano, G. del Chiappa, F. Okumus","doi":"10.1108/cbth-11-2020-0258","DOIUrl":"https://doi.org/10.1108/cbth-11-2020-0258","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the effects of the servicescape on experiential state, delight and memorability in the context of the cruise experience. This study also analyzes the moderating effects of sociodemographic characteristics (income and place of residency) and prior travel experience.\u0000\u0000\u0000Design/methodology/approach\u0000Drawing on the Stimulus-Organism-Response theory, structural equation modeling via partial least squares path modeling was applied to a sample of 415 cruisers. A multi-group analysis was used to test the moderating effects.\u0000\u0000\u0000Findings\u0000Study results confirm the predictive role of the servicescape in creating experience, delight and memorability, with a place of residence, past travel experience and income exerting moderating effects on the aforementioned relationships.\u0000\u0000\u0000Practical implications\u0000The results offer useful insights for managers who operate not only in the cruise industry but also in other service contexts. Moreover, the moderating effects offer novel insights into smarter marketing on the part of service companies oriented toward value co-creation.\u0000\u0000\u0000Originality/value\u0000Only a few recent studies have focused on the servicescape in the context of the cruise industry. This study contributes to the literature by providing a theoretical framework and empirical evidence for analyzing the role of the onboard servicescape in cruisers’ experience, delight and memorability while also considering the moderating effects that of sociodemographic and travel-related characteristics exert on the different paths.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"66 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-01-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130711114","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":"Airbnb: what determines a memorable experience?","authors":"Erose Sthapit, Peter Björk, Dafnis N. Coudounaris","doi":"10.1108/cbth-06-2021-0158","DOIUrl":"https://doi.org/10.1108/cbth-06-2021-0158","url":null,"abstract":"\u0000Purpose\u0000This paper aims to propose a new model of memorable Airbnb experiences that was tested by examining the effects of the novelty of the experience, experience co-creation, hospitableness and facility service quality on memorable Airbnb experiences. This study also examined the impact of such experiences on hedonic well-being.\u0000\u0000\u0000Design/methodology/approach\u0000Using an online survey questionnaire on Amazon Mechanical Turk, we gathered data from 214 international tourists who stayed in an Airbnb rental property during the three months preceding the time of data collection (November 2020–January 2021).\u0000\u0000\u0000Findings\u0000This study confirmed that novelty of the experience, experience co-creation, hospitableness and facility service quality are key variables in the formation of tourists’ memorable Airbnb experiences and that the latter further influences tourists’ hedonic well-being.\u0000\u0000\u0000Practical implications\u0000Airbnb guests should not be viewed as passive agents but as active producers of their own consumption experiences. Airbnb hosts should, thus, be highly involved when their guests want to co-create their experiences by actively interacting with them. For example, hosts should make recommendations for dining and sightseeing.\u0000\u0000\u0000Originality/value\u0000This study contributed to the existing literature on memorable tourism experiences and Airbnb by furthering the understanding of the antecedents of memorable Airbnb experiences and of the mediating effect of memorable Airbnb experience on hedonic well-being.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125034242","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":"Air crews’ mindfulness experiences: destination memories","authors":"Chris Dutt, I. Ninov, Vida Ninov","doi":"10.1108/cbth-12-2020-0301","DOIUrl":"https://doi.org/10.1108/cbth-12-2020-0301","url":null,"abstract":"\u0000Purpose\u0000Airlines play a significant role in the international tourism system, yet research on airlines, notably air crew, is scant. Given the frequency with which air crew travel to destinations, understanding of their memories and experiences can have significant insights for destination marketing and management. Destination marketers could look at using air crew as marketing mediums or as potential customers. This study aims to understand the memories and experiences of air crew in destinations and the factors that influence them.\u0000\u0000\u0000Design/methodology/approach\u0000A mixed methods survey was designed and distributed to 236 air crew of a Middle Eastern airline to explore what they remembered of destinations they visited what helped and hindered their ability to remember. The survey also assessed participants self-reported degree of mindfulness.\u0000\u0000\u0000Findings\u0000Results suggested that air crew determined themselves as mindful and had strong memories of the destination. Several notable hindrances were reported relating to their job; fatigue, short layovers and number of flights.\u0000\u0000\u0000Research limitations/implications\u0000The main limitation of the study is the relatively limited depth with which participants described their experiences. The results from the study add insight to tourism businesses and governments for considering air crew or leveraging air crew as marketing mediums. The generalisability and applicability of mindfulness in other contexts have been offered.\u0000\u0000\u0000Originality/value\u0000Little research has explored the experiences or memories of air crew nor the relation of mindfulness to service providers. This research is among the first to address this gap to add theoretical and practical insight to this area.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126125383","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":"Literary festivals: insights from Ireland","authors":"M. McGuckin","doi":"10.1108/cbth-05-2021-0129","DOIUrl":"https://doi.org/10.1108/cbth-05-2021-0129","url":null,"abstract":"\u0000Purpose\u0000The purpose of this paper is to explore literary festivals in Ireland and gain an understanding of the vision and strategic approaches of the stakeholders involved in their development and management.\u0000\u0000\u0000Design/methodology/approach\u0000This qualitative research study explores literary festivals in terms of how these are managed and developed, as well as the experiences offered, from a supply-side perspective. The research and data collection instruments include bibliographic research and a series of in-depth interviews.\u0000\u0000\u0000Findings\u0000The strategic vision and approaches of the founders and directors are critical to the success of literary festivals. The findings of this study provide insights into the stages of festival professionalization, as it explores the development and management of six literary festivals in Ireland.\u0000\u0000\u0000Research limitations/implications\u0000This study is essentially exploratory in nature. This topic is under-represented in the literature and there is potential to extend this research into a more extensive study of literary festivals from the perspective of key stakeholders. This study was limited by the challenges and uncertainty caused by the COVID-19 pandemic and its impact on the festival and events industry.\u0000\u0000\u0000Practical implications\u0000Against a backdrop of increasing numbers and popularity of literary festivals and related events in Ireland, this study could influence the development and promotion of this sector. Furthermore, the findings identify strategies adopted by festival founders and managers, and this is likely to be of interest to stakeholders at national and international levels.\u0000\u0000\u0000Originality/value\u0000Even though literary festivals have proliferated in Ireland over the past 20 years, there is a dearth of academic research in this area. To the best of the author’s knowledge, this is the first study exploring a range of literary festivals in Ireland. The research focuses on literary festivals from a “supply” rather than “demand” perspective. Moreover, it discusses the evolution and development of literary festivals as well as the vision of the key stakeholders involved in their management.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-01-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127196538","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":"Personal prestige through travel? Developing and testing the personal prestige inventory in a tourism context","authors":"Friedericke Kuhn","doi":"10.23668/PSYCHARCHIVES.5012","DOIUrl":"https://doi.org/10.23668/PSYCHARCHIVES.5012","url":null,"abstract":"\u0000Purpose\u0000Leisure travel has long been seen as a means of conspicuous consumption in pursuance of personal prestige; yet, there is no empirical evidence that travel affects personal prestige of tourists. The aims of this study are to develop a scale measuring personal prestige and to experimentally test prestige evaluations based on amount of leisure information, tourism participation and different types of leisure.\u0000\u0000\u0000Design/methodology/approach\u0000In an experimental online survey, 477 respondents were presented with a manipulated social media profile and asked to evaluate personal prestige of the person on the profile.\u0000\u0000\u0000Findings\u0000Results present evidence that representation of travel experience has a positive effect on personal prestige evaluations of tourists. The authors found significant differences in personal prestige depending on experimental variations.\u0000\u0000\u0000Originality/value\u0000This study advances methodological approaches towards the study of tourists’ prestige by providing a reliable, multidimensional measurement scale for personal prestige. The findings yielded by subsequent application of the scale in an experimental setting provide empirical evidence that sharing travel experiences has measurable and experimentally testable personal prestige benefits for tourists.\u0000","PeriodicalId":271272,"journal":{"name":"Consumer Behavior in Tourism and Hospitality","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133727144","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}