Journal of Hospitality and Tourism Insights最新文献

{"title":"Creating exceptional guest experiences: the role of engagement and relationship building in hospitality","authors":"Maraj Rahman Sofi, Irfan Bashir, Ahmed Abdulaziz Alshiha, Emad Mohammed Alnasser, Sultan Mohammed Alkhozaim","doi":"10.1108/jhti-04-2024-0318","DOIUrl":"https://doi.org/10.1108/jhti-04-2024-0318","url":null,"abstract":"Purpose The study seeks to explore the intricate dynamics among customer relationship management (CRM) practices, guest satisfaction and loyalty in the hospitality context. Additionally, it aims to examine the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and loyalty. Design/methodology/approach An integrated theoretical framework is developed by incorporating CRM practices and guest engagement into the satisfaction-loyalty framework. Two research instruments were adapted from the literature to assess the perspectives of customers and employees in the hotel industry in Kashmir. The customer survey measured guest satisfaction, loyalty, and engagement, while the employee survey focused on CRM practices, including key customer focus and CRM organization. Data was collected using a pen-and-paper survey with convenience sampling across 10 qualifying hotels, each classified as 3-star or above. A total of 270 matched responses from guests and employees were obtained and analyzed using descriptive analysis, structural equation modeling (SEM), and moderation analysis with SPSS and AMOS software. The study utilized a rigorous data matching process to ensure reliability, with guest-employee pairs verified and cross-checked with hotel records. Findings The results indicate CRM practices play a pivotal role in shaping guest satisfaction and loyalty. Notably, personalization and a targeted customer approach emerged as the most influential factors in enhancing tourist satisfaction. Similarly, prospecting, personalization, and effective knowledge management significantly contributed to visitor loyalty. The establishment of robust relationships is underscored through collaborative active guest engagement. Furthermore, the study highlights the nuanced relationship between satisfaction and loyalty moderated by guest engagement. High levels of guest engagement amplify the positive impact of satisfaction on loyalty, while lower engagement levels attenuate this effect. Moreover, the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and CRM practices and guest loyalty was notably strong at elevated guest engagement levels and relatively weaker at lower engagement levels. Research limitations/implications While the study findings encourage organizations to prioritize customer relationship development, hospitality entities must emphasize the adoption of CRM philosophy and robust guest engagement measures. Actively involving guests in co-creating services can yield incremental benefits in terms of attracting, retaining, and effectively serving guests. Originality/value This study introduces novel dimensions to the existing CRM framework within the hospitality context, specifically exploring the impact of hotel-specific elements (personalization and prospecting) on customer satisfaction and loyalty. Furthermore, it innovatively investigates the moderating r","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"8 3","pages":"891-914"},"PeriodicalIF":0.0,"publicationDate":"2024-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147905922","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":"Hospitality in healthcare: the impacts of utilitarian and hedonic value perceptions on behavioral intentions in the context of medical hotels","authors":"Suja Chaulagain","doi":"10.1108/jhti-10-2023-0744","DOIUrl":"https://doi.org/10.1108/jhti-10-2023-0744","url":null,"abstract":"PurposeApplying the value-attitude-behavior (VAB) model, this study investigated how perceived utilitarian and hedonic values (i.e. novelty and emotion) affect individuals' attitudes toward medical hotels and how these attitudes, in turn, influence their intentions to stay at medical hotels. The current study also explored the moderating impact of overall health status on the relationships between perceived utilitarian, novelty and emotional values and attitudes toward medical hotels.Design/methodology/approachThe data collected from 351 individuals who spent a night in a hospital to undergo medical treatment was used in conducting structural equation modeling to evaluate the research model and test the study hypotheses.FindingsThe study results revealed that perceived utilitarian, novelty and emotional values exerted a positive influence on individuals’ attitudes toward medical hotels, consequently enhancing their intention to stay. Additionally, significant moderating impacts of overall health status on the associations between perceived utilitarian, novelty and emotional values and attitudes toward medical hotels were observed.Practical implicationsThe study findings provide useful guidance for professionals, such as operators, marketers and managers in medical hotels. These insights can improve operational and marketing strategies, benefiting both the industry and healthcare accommodation seekers.Originality/valueThis study is among the first to empirically assess a theoretical model that explored the influence of individuals' value perceptions within the realm of medical hotel establishments.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"29 12","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140659699","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":"Empowering employees, empowering the environment: green HRM’s journey to happiness, resilience and feedback seeking","authors":"P. Arun Kumar, S. Nivethitha, Lavanya Vilvanathan","doi":"10.1108/jhti-11-2023-0800","DOIUrl":"https://doi.org/10.1108/jhti-11-2023-0800","url":null,"abstract":"PurposeGreen HRM practices in the hospitality sector are now receiving growing interest. However, the extent to which these practices contribute towards employee non-green workplace outcomes remains largely unknown. This study explores the relationships among green HRM practices, happiness at work, employee resilience, and feedback-seeking behaviour.Design/methodology/approachThe study employs two-wave data from a sample of 306 five-star hotel employees in India. Using partial least square-structural equation modelling, the relationships are tested.FindingsThe study’s results demonstrate that green HRM practices positively impact happiness at work, employee resilience, and feedback-seeking behaviour. Additionally, the relationship between green HRM practices and feedback-seeking behaviour and employee resilience is mediated by happiness at work.Research limitations/implicationsDrawing on the Job Demands-Resources Theory, Social Exchange Theory, and Broaden and Build theory, this paper proposes that green HRM practices can contribute to happiness at work, employee resilience, and feedback-seeking behaviour.Practical implicationsTo establish a positive connection between green HRM practices and employee outcomes, organizations must recognize the vital role played by happiness at work as a mediator. This means that organizations must implement green HRM practices and ensure their positive impact on employee happiness at work.Originality/valueThe originality of this research lies in its holistic approach to green HRM outcomes, suggesting that the benefits of these practices extend beyond environmental impacts to influence the psychological and behavioural dimensions of employees.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" 17","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140688076","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":"Influence of memorable tourism experience on attitude towards pilgrimage: a moderated-mediation model with memorable religious experience and religiosity","authors":"H. Bhandari, Amit Mittal, Meenal Arora","doi":"10.1108/jhti-11-2023-0848","DOIUrl":"https://doi.org/10.1108/jhti-11-2023-0848","url":null,"abstract":"PurposeThe study investigates the mediated moderation impact of Memorable Religious Experience (MRE) and Religiosity (REL) on the relationship between Memorable Tourism Experience (MTE) and Attitude towards Pilgrimage (ATT) finally driving Recommend Intention (RCI) of visitors to a religious site. It suggests visitors' incentive variable religiosity can influence their decision to recommend visiting a religious destination.Design/methodology/approachThe research uses a quantitative cross-sectional approach wherein a self-administered survey was used for data collection from 223 pilgrims who visited a popular pilgrimage site. Partial least squares-structural equation modeling (PLS-SEM) was employed for analysis.FindingsThe results showed that MTE has a significant influence on ATT which further influences RCI (a dimension of behavioral intention-BI) of visitors towards a religious destination. Further, MRE mediates the relationship between MTE and ATT. Nevertheless, REL illustrated a significant moderation influence on the relationship between MRE and ATT, further verifying the mediated moderation impact of MRE and REL in the model.Practical implicationsRecommendation of existing customers is one of the most powerful indicators of customer loyalty and usually leads to revisit. The research provides destination managers/tourism planners of pilgrimage sites to formulate appropriate marketing strategies to develop RCI and sustainable branding.Originality/valueThis study adds to the empirical studies conducted on REL by constructing a composite picture of the memorable tourism experience within a pilgrimage tourism context. The uniqueness lies in the attempt to investigate the mediated moderation impact of MRE and REL using a symmetric (PLS-SEM) approach.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"66 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140694688","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":"Empowering pro-environmental potential among hotel employees: insights from self-determination theory","authors":"Ataul Karim Patwary, S. Rasoolimanesh, Mohd Hafiz Hanafiah, R. Aziz, Ahmad Edwin Mohamed, Muhammad Umair Ashraf, Nor Rabiatul Adawiyah Nor Azam","doi":"10.1108/jhti-10-2023-0713","DOIUrl":"https://doi.org/10.1108/jhti-10-2023-0713","url":null,"abstract":"PurposeThis research examines the role of green, inclusive leadership, corporate social responsibility, and pro-environmental attitudes on proactive pro-environmental behaviour among hotel employees. It further examines the indirect effects of pro-environmental attitudes between green inclusive leadership, corporate social responsibility, and proactive pro-environmental behaviour, as well as the moderating role of psychological contract breach between pro-environmental attitudes and proactive pro-environmental behaviour.Design/methodology/approachThe participants of this cross-sectional study were employees in the Malaysian hotel industry, and 374 usable questionnaires were used for data analysis. The data were analysed using Partial Least Squares – Structural Equation Modelling.FindingsThis study found that green, inclusive leadership, corporate social responsibility, and pro-environmental attitudes significantly influence proactive pro-environmental behaviour. For mediating effects, pro-environmental attitudes have been found to mediate the relationship between corporate social responsibility, green inclusive leadership and proactive pro-environmental behaviour.Research limitations/implicationsThe research proposes actionable measures to encourage environmentally friendly practices in the hotel sector. For companies to succeed, they must integrate green initiatives with their societal objectives. Pro-environmental mindsets are essential for implementing effective environmental policies, which in turn impact recruitment approaches. The advantages of fostering pro-environmental conduct encompass financial savings, enhanced standing, adherence to regulations, increased innovative thinking and improved workplace well-being.Originality/valueOver time, environmental degradation has been contributed by individual behaviours and the combined actions of businesses and organisations. This study significantly contributed to a new model underpinned by the Self-determination Theory by including new constructs influencing proactive pro-environmental behaviour.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"56 3","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140713734","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":"Factors affecting innovation resistance of fast-food employees’ usage intention of robots: an integrative perspective","authors":"Salman Khan, S. Mehmood","doi":"10.1108/jhti-08-2023-0515","DOIUrl":"https://doi.org/10.1108/jhti-08-2023-0515","url":null,"abstract":"PurposeRobots have been adopted in numerous tourism and hospitality sectors, including restaurants. This study aims to investigate fast-food employees' use of service robots (SRs) in Pakistan.Design/methodology/approachThis study used a conceptual model based on innovation resistance theory (IRT). By employing structural equation modeling (SEM) in Smart-PLS 3.2.8, we evaluated data from 247 valid respondents.FindingsThe findings demonstrated that drivers of robot adaptation significantly influenced image barriers, risk barriers, traditional barriers, usage barriers and value barriers. The results also revealed that usage, image and traditional barriers significantly affect usage intention.Originality/valueThis study enhances the research on robotics acceptance in tourism and hospitality and subsequently aids in the planning for post-COVID-19 resumption. This study offers several practical and theoretical insights for further investigation.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"220 S713","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140730687","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":"Assessing the moderating effects of involvement on tourist attitudes and intentions through virtual reality applications","authors":"Abhishek Talawar, Sheena Suresh, Sreejith Alathur","doi":"10.1108/jhti-10-2023-0676","DOIUrl":"https://doi.org/10.1108/jhti-10-2023-0676","url":null,"abstract":"PurposeThis paper aims to evaluate the impact of various preview modes on tourist attitudes and intentions to visit a destination based on consumers’ level of involvement in travel decision-making.Design/methodology/approachThe study was conducted as a between-subjects one-factor [preview mode: static images vs 360-degree tour vs virtual reality (VR) mode] in a laboratory experiment setup to examine how consumers with different levels of involvement in travel decision-making respond to destination marketing toward three different preview modes.FindingsThe findings indicated that VR preview mode highly influences tourist attitudes and visit intentions toward a destination compared to static images and 360-degree tours. This effect is more significant among participants with higher levels of customer involvement. Finally, the results from the study offer empirical evidence of the effectiveness of VR in shaping user behavior compared to traditional preview modes.Research limitations/implicationsThe limitations are using a non-probability sampling method, a small sample size and affordable mobile-compatible VR headsets.Practical implicationsThis study offers empirical evidence on the effectiveness of VR in shaping tourist behavior compared to traditional preview modes. It helps destination marketers develop appropriate strategies for promoting tourist destinations.Originality/valueThe novelty of this paper lies in understanding the effectiveness of VR in shaping tourist behavior with different levels of customer involvement in travel decision-making.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"9 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140371999","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":"Shattering the ceiling: exploring culture and religion’s impact on female empowerment in the Nigerian hospitality industry","authors":"Amara Ukachukwu, Roya Rahimi","doi":"10.1108/jhti-05-2023-0349","DOIUrl":"https://doi.org/10.1108/jhti-05-2023-0349","url":null,"abstract":"PurposeThis study addresses the persistent impact of patriarchal societal structures on women’s empowerment in Nigeria, where social power, political authority and autonomy continue to elude them. Despite advancements made by women in workplaces worldwide, gender inequalities prevail, particularly in the Nigerian hotel industry. Existing qualitative evidence on the intersection of gender, culture and religion in shaping gender diversity and career progression within this industry remains limited. To address this gap, this study employs intersectionality and hegemonic masculinity frameworks to explore the influence of local cultures, religion and gender practices on gender imbalances in three distinct cultural settings in Nigeria.Design/methodology/approachDrawing from in-depth interviews with 38 hotel workers, this research provides original insights into their lived experiences, offering a deeper understanding of the narratives underlying gender inequality statistics. By delving beyond surface-level observations, this study uncovers the multifaceted dynamics that perpetuate gender imbalances. By examining the interplay between gender, culture and religion, this research contributes to a nuanced comprehension of the factors that shape career trajectories in the Nigerian hotel industry.FindingsThe findings of this study reveal the enduring influence of patriarchal societal structures, highlighting the challenges faced by women in accessing social power, political authority and autonomy. By extending intersectionality and hegemonic masculinity approaches, this research unveils the intricate stories that illustrate the underlying complexities of gender imbalances. In doing so, it fills critical gaps in the qualitative evidence surrounding gender diversity and career progression in the Nigerian hotel industry.Originality/valueThis study is original in its comprehensive examination of the intersection of gender, culture and religion in the Nigerian hotel industry. It offers unique insights by conducting in-depth interviews with 38 hotel workers, unravelling the underlying factors contributing to gender imbalances. By extending intersectionality and hegemonic masculinity frameworks, it provides a nuanced understanding of the challenges faced by women and highlights the need for tailored interventions to promote gender equality.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"3 21","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140430699","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":"Consumer attitude toward using artificial intelligence (AI) devices in hospitality services","authors":"Kamrul Hasan Bhuiyan, Selim Ahmed, Israt Jahan","doi":"10.1108/jhti-08-2023-0551","DOIUrl":"https://doi.org/10.1108/jhti-08-2023-0551","url":null,"abstract":"PurposeThe study investigates the consumer’s attitude to using artificial intelligence (AI) devices in hospitality service settings considering social influence, hedonic motivation, anthropomorphism, effort expectancy, performance expectancy and emotions.Design/methodology/approachThis study employed a quantitative methodology to collect data from Bangladeshi consumers who utilized AI-enabled technologies in the hospitality sector. A total of 343 data were collected using a purposive sampling method. The SmartPLS 4.0 software was used to determine the constructs' internal consistency, reliability and validity. This study also applied the partial least squares structural equation modeling (PLS-SEM) to test the research model and hypotheses.FindingsThe finding shows that consumer attitude toward AI is influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy and emotions. Specifically, hedonic motivation, social influence and anthropomorphism affect performance and effort expectations, affecting consumer emotion. Moreover, emotions ultimately influenced the perceptions of hotel customers' willingness to use AI devices.Practical implicationsThis study provides a practical understanding of issues when adopting more stringent AI-enabled devices in the hospitality sector. Managers, practitioners and decision-makers will get helpful information discussed in this article.Originality/valueThis study investigates the perceptions of guests' attitudes toward the use of AI devices in hospitality services. This study emphasizes the cultural context of the hospitality industry in Bangladesh, but its findings may be reflected in other areas and regions.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"45 4","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139961987","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":"Linking social servicescape and restoration in dining settings: the moderating role of substantive servicescape","authors":"Z. Lin, Wenjie Xiao, Baolin Deng, C. Tao, I. Wong","doi":"10.1108/jhti-06-2023-0432","DOIUrl":"https://doi.org/10.1108/jhti-06-2023-0432","url":null,"abstract":"PurposeWhile the rise of chain restaurants has attracted increasing research interest, few studies have taken servicescape into consideration to examine its effects on transformative service outcomes. This study aims to assess how social service elements can provide customers with restorative qualities, though social components are considered vital in constituting a dining locale's servicescape (AKA Social Servicescape).Design/methodology/approachThe study fills the void above by undertaking a survey-based quantitative research method. Using online surveys with a sample of 306 diners, the study employed structural equation modeling to explore a proposed moderated mediation model. A post-hoc interview followed to provide qualitative data to complement the findings developed from surveys.FindingsResults first point to a positive relationship between social servicescape and attention restoration. Moreover, the authors unveil that substantive servicescape has a moderating effect on the relationship of interest, suggesting the interplay of social and built servicescape in promoting restorative experiences.Research limitations/implicationsSocial and built stimuli can be intertwined to offer restorative qualities for customers. Through such an intertwined network of relationships, one may derive better mental health resources from hospitality settings.Originality/valueThis research presents new nuances to the existing field of inquiry by linking social servicescape and restoration through an intertwined network of attentional recovery.","PeriodicalId":506040,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"10 5","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139684550","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}