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Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology 酒店服务提供选择中的服务质量维度：人机交互服务与自助服务技术的比较
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-06-07 DOI: 10.1080/15256480.2021.1935392
Soonae Park, David J Kwun, Jeong-Yeol Park, Diego Bufquin
{"title":"Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology","authors":"Soonae Park, David J Kwun, Jeong-Yeol Park, Diego Bufquin","doi":"10.1080/15256480.2021.1935392","DOIUrl":"https://doi.org/10.1080/15256480.2021.1935392","url":null,"abstract":"ABSTRACT The purpose of this study was to examine the similarities and differences of customers’ service quality evaluations between human interaction service (HIS) and self-service technology (SST). This study conceptualizes the service quality construct with five dimensions (i.e., reliability, competence, efficiency, tangibility, and enjoyment) that can be applied in HIS and SST. Such dimensions are hypothesized to have influences on customer satisfaction and service loyalty. The moderating effect of the two service delivery options in the relationships, as mentioned above, is also hypothesized. Results indicate that reliability, competence, efficiency, and enjoyment positively influence customer satisfaction, which increases loyalty. In addition, the relationship between customer satisfaction and loyalty is stronger when customers receive HIS in hotels. Detailed implications are provided in the main body of this research.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-06-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1935392","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46527547","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}
引用次数: 10
Linking Leadership Styles and Two-way Communication to Engagement: A Study Among the Hospitality Employees in Bangladesh 将领导风格和双向沟通与参与联系起来：孟加拉国酒店业员工的研究
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-06-03 DOI: 10.1080/15256480.2021.1935391
Md Karim Rabiul, Tan Fee Yean, Ataul Karim Patwary, H. Hilman
{"title":"Linking Leadership Styles and Two-way Communication to Engagement: A Study Among the Hospitality Employees in Bangladesh","authors":"Md Karim Rabiul, Tan Fee Yean, Ataul Karim Patwary, H. Hilman","doi":"10.1080/15256480.2021.1935391","DOIUrl":"https://doi.org/10.1080/15256480.2021.1935391","url":null,"abstract":"ABSTRACT This study seeks to understand the mediation effects of two-way communication between the relationship of leadership styles (servant and transformational) and subordinate-level work engagement. In a cross-sectional survey, 391 hospitality employees participated from the Bangladesh hotel industry. Results indicate that both leadership styles significantly affect subordinate-level work engagement. Two-way communication plays an intermediary role in the link between servant leadership and work engagement, but not for transformational leadership. Thus, our findings contribute to leadership development by investigating the mediation effects of two-way communication between two prominent leadership styles and subordinate-level work engagement, drawing on the social exchange theory. The novelty is demonstrated by exploring the difference between servant and transformational leaders in their approaches to motivating and boosting work engagement. Theoretical and practical implications are discussed.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-06-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1935391","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43658897","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}
引用次数: 12
Evaluating the Antecedents of Health Destination Loyalty: The Moderating Role of Destination Trust and Tourists’ Emotions 健康旅游忠诚的前因式评价:目的地信任与游客情绪的调节作用
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-06-02 DOI: 10.1080/15256480.2021.1935394
A. Elbaz, Mahmoud Abou Kamar, A. Onjewu, Mohammad Soliman
{"title":"Evaluating the Antecedents of Health Destination Loyalty: The Moderating Role of Destination Trust and Tourists’ Emotions","authors":"A. Elbaz, Mahmoud Abou Kamar, A. Onjewu, Mohammad Soliman","doi":"10.1080/15256480.2021.1935394","DOIUrl":"https://doi.org/10.1080/15256480.2021.1935394","url":null,"abstract":"ABSTRACT Although the customer experience-satisfaction nexus is a highly developed body of work in the wider literature, this link has scarcely been explored in health tourism. Accordingly, this paper aims to assess the dimensions of health services experiences leading to tourists’ satisfaction and the moderating role of trust and emotions in the link between satisfaction and destination loyalty. A PLS-SEM is employed to analyze data from a sample of 225 health tourists in Egypt. The results show that health tourism experiences dimensions significantly affect tourists’ satisfaction, which in turn positively impacts their loyalty. Additionally, destination trust and emotions moderate the connection between satisfaction and loyalty. Theoretical contributions arise for scholars and practical ramifications are presented for service providers and stakeholders in the Egyptian health tourism scene.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-06-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1935394","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46485081","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}
引用次数: 16
The Impacts of Country Risk, Global Economic Policy Uncertainty, and Macroeconomic Factors on the Turkish Tourism Industry 国家风险、全球经济政策不确定性和宏观经济因素对土耳其旅游业的影响
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-05-31 DOI: 10.1080/15256480.2021.1935393
Farid Irani, Seyed Alireza Athari, Abobaker Al.Al. Hadood
{"title":"The Impacts of Country Risk, Global Economic Policy Uncertainty, and Macroeconomic Factors on the Turkish Tourism Industry","authors":"Farid Irani, Seyed Alireza Athari, Abobaker Al.Al. Hadood","doi":"10.1080/15256480.2021.1935393","DOIUrl":"https://doi.org/10.1080/15256480.2021.1935393","url":null,"abstract":"ABSTRACT This study investigates the impacts of country-specific risk, namely, political and economic risks, global economic policy uncertainty, and also macroeconomic factors on the price of Turkish tourism firms’ stocks during the 2000 to 2017 period. By considering the structural break, the results underscore that a rise of political and economic risks, global economic policy uncertainty, and real exchange rate correspond with decreasing stock prices in the long-run. Moreover, the short-run results show that the real exchange rate and global economic policy uncertainty impact stock prices negatively though stock prices react positively to a rise of political risk. To the best of our knowledge, this is the first study that attempted to conduct this nexus, and findings have important implications for managers, investors, and assets analysts.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-05-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1935393","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44106129","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}
引用次数: 16
Can Specialization in Tourism Enhance the Process of Sustainable Economic Development and Investment in East Asia and the Pacific? 旅游专业化能否促进东亚和太平洋地区可持续经济发展和投资进程?
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-04-09 DOI: 10.1080/15256480.2021.1905581
S. Çiftçioğlu, Amin Sokhanvar
{"title":"Can Specialization in Tourism Enhance the Process of Sustainable Economic Development and Investment in East Asia and the Pacific?","authors":"S. Çiftçioğlu, Amin Sokhanvar","doi":"10.1080/15256480.2021.1905581","DOIUrl":"https://doi.org/10.1080/15256480.2021.1905581","url":null,"abstract":"ABSTRACT This study investigates the relationship between the degree of tourism specialization, domestic investment rate, and sustainable economic development for a sample of the top five East-Asian and Pacific countries with the highest concentration on tourism sector. The findings indicate that further specialization in tourism is likely to enhance the sustainability of economic growth only in the case of Macao and Malaysia. The analysis reveals interesting insights regarding the impact of changes in the respective rates of domestic investment and economic growth on the “relative GDP share of tourism sector” which have not been studied in the past literature.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-04-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1905581","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59893760","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}
引用次数: 12
The Impact of Corruption on Tourism Sector in Nigeria: Empirical Insights by Using an Autoregressive Distributed Lag Bounds (ARDL) Testing Approach 腐败对尼日利亚旅游业的影响:使用自回归分布滞后边界(ARDL)检验方法的实证见解
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-04-08 DOI: 10.1080/15256480.2021.1905583
T. Osinubi, O. Osinubi, M. Tabash, A. O. Ajayi, D. Tran
{"title":"The Impact of Corruption on Tourism Sector in Nigeria: Empirical Insights by Using an Autoregressive Distributed Lag Bounds (ARDL) Testing Approach","authors":"T. Osinubi, O. Osinubi, M. Tabash, A. O. Ajayi, D. Tran","doi":"10.1080/15256480.2021.1905583","DOIUrl":"https://doi.org/10.1080/15256480.2021.1905583","url":null,"abstract":"ABSTRACT The study investigates the impact of corruption on tourism in Nigeria. The study employs quarterly frequency data spanning from 2002Q1 to 2018Q4. In examining the short- and long-run relationships between corruption and tourism in Nigeria, the study uses the autoregressive distributed lag (ARDL) technique. The findings show that the impact of corruption on tourism is negative in both the long and short-run, while individual income and foreign direct investment, as control variables, have a direct effect on tourism in the two periods. The negative relationship between corruption and tourism lends support to the “sanding the wheels” hypothesis in both the long and short-run. The study recommends that the Nigerian government should adopt corruption-reduction strategies for reducing the negative effect of corruption on tourism in Nigeria.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1905583","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46678673","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}
引用次数: 15
A Model for Tour Guide Performance 导游表演模型
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-04-07 DOI: 10.1080/15256480.2021.1905584
Nour Salah Al-Okaily
{"title":"A Model for Tour Guide Performance","authors":"Nour Salah Al-Okaily","doi":"10.1080/15256480.2021.1905584","DOIUrl":"https://doi.org/10.1080/15256480.2021.1905584","url":null,"abstract":"ABSTRACT Tourism literature currently lacks a cohesive framework for tour guide performance. Using qualitative interviews gleaned from Jordanian tour guides, this study introduces an integrative model for tour guide performance that expands upon the current literature in job performance. By focusing on three areas: task, citizenship, and counterproductive performance, a variety of tour-guide specific behaviors were identified and categorized thematically under these patterned types of work performance. This study advances the academic understanding of the field and provides future directions for systematic tourism research. Practical implications for enhancing tour guides’ professionalism are also provided.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-04-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1905584","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42372273","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}
引用次数: 10
Investigating the Impacts of Hotel Brand Experience on Brand Loyalty: The Mediating Role of Brand Positioning 酒店品牌体验对品牌忠诚的影响研究:品牌定位的中介作用
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-04-05 DOI: 10.1080/15256480.2021.1905585
Kuo-Ning Liu, Clark Hu
{"title":"Investigating the Impacts of Hotel Brand Experience on Brand Loyalty: The Mediating Role of Brand Positioning","authors":"Kuo-Ning Liu, Clark Hu","doi":"10.1080/15256480.2021.1905585","DOIUrl":"https://doi.org/10.1080/15256480.2021.1905585","url":null,"abstract":"ABSTRACT In this increasingly globalized and uncertain market, the hotel industry is facing tremendous competitive pressure. To develop a competitive advantage, hotels may adopt an innovative branding strategy. The application of brand experience to marketing practice has drawn much attention from the hotel industry. Marketing management recognizes that understanding brand experience is critical for developing goods and services. Studies have examined the relationship between brand experience and brand loyalty, but it remains unclear how hotel guests’ brand positioning affects this relationship. The purpose of this paper is threefold: (1) to examine the effects of different hotel brand experience on brand loyalty, (2) to assess the impact of brand positioning on brand loyalty, and (3) to identify the mediating effect of brand positioning on the relationship between hotel brand experience and brand loyalty. This study offers essential insights into the effects of hotel brand experience. It examines the mediating role of brand positioning on the relationship between brand experience and brand loyalty in the context of Taiwan upscale hotels. In practice, it implies that upscale hotels should consider additional information about hotel brand experience when making strategic marketing decisions. A thorough understanding of the hotel brand experience helps hotel managers create a road map for future development and management. Hotels capable of addressing customer brand experience set themselves in a competitive position in the marketplace and can create successful and differentiated brand positioning and brand loyalty.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-04-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1905585","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47269590","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}
引用次数: 9
Environmental Marketing Strategy and Customer Citizenship Behavior: An Investigation in a Café Setting 环境营销策略与顾客公民行为:咖啡厅环境下的调查
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-03-31 DOI: 10.1080/15256480.2021.1905582
Ahmad Aljarah
{"title":"Environmental Marketing Strategy and Customer Citizenship Behavior: An Investigation in a Café Setting","authors":"Ahmad Aljarah","doi":"10.1080/15256480.2021.1905582","DOIUrl":"https://doi.org/10.1080/15256480.2021.1905582","url":null,"abstract":"ABSTRACT This study investigates the role that environmental marketing strategy plays in enhancing customer citizenship behavior (CCB) – directly, indirectly, and interactively with brand familiarity. Drawing on data collected from 439 Starbucks customers in Lebanon, the findings of the study support the exists of a positive relationship between environmental marketing strategy and two forms of CCB – namely, the policing of other customers and the helping of other customers. Evidence indicated that corporate reputation plays a mediating role in the relationship between environmental marketing strategy and CCB. Moreover, brand familiarity served as a moderator factor that positively influences the relationship between environmental marketing strategy and CCB. Further, the conditional indirect effect of brand familiarity on the relationship between environmental marketing strategy and CCB through corporate reputation indicated a significant positive impact.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-03-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2021.1905582","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47542780","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}
引用次数: 9
Role of Service Experience on Vivid Memory and Loyalty 服务体验对生动记忆和忠诚的作用
IF 3.5
International Journal of Hospitality & Tourism Administration Pub Date : 2021-03-15 DOI: 10.1080/15256480.2019.1598910
Rajesh Ittamalla, Daruri Venkata Srinivas Kumar
{"title":"Role of Service Experience on Vivid Memory and Loyalty","authors":"Rajesh Ittamalla, Daruri Venkata Srinivas Kumar","doi":"10.1080/15256480.2019.1598910","DOIUrl":"https://doi.org/10.1080/15256480.2019.1598910","url":null,"abstract":"ABSTRACT Creating memorable experiences has become one of the key success factors for the theme park business. However, few studies focused on ‘visitors’ memorable experiences’ in the context of theme park service settings. Further research is required to understand the factors that make certain experiences as special and memorable, specifically in the context of theme parks. This study examines the role of theme park visitors’ subjective experiences on their vivid memory and loyalty. Results revealed that theme park visitors’ service experience impacts visitor loyalty through vivid memory. Each dimension (hedonics, peace of mind, involvement, and recognition) of service experience significantly influences vivid memory and loyalty. The study‘s conclusions provide valuable implications for theme park managers in terms of designing and creating memorable experiences for visitors.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15256480.2019.1598910","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46896002","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}
引用次数: 4
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