The service sector has seen exceptional growth in recent decades, especially in the second half of the 20th century. The major turbulence caused by the COVID-19 pandemic had a strong, negative impact ...on the hotel industry and, therefore, on the tourism sector in Serbia. Due to the cancellation of tourist visits by foreign and domestic tourists during the pandemic, the hotel industry is one of the most severely affected service industries in Serbia. Small commercial hoteliers are in danger of losing their assets precisely because of the ongoing recession and the rising costs of travel companies. The aim of this paper is to point out the importance of promoting the hotel industry, which is one of the key factors for the development of the tourism sector in the Republic of Serbia. In addition to the introduction, this paper is divided into four parts. The first part of the paper indicates the importance of the organizational structure in the hotel industry, while the second part follows the development and evolution of this part of the economic sector. The third part deals with the current structure of hotel facilities in the Republic of Serbia, while the fourth part of the paper indicates the importance of hotel promotion. Finally, concluding remarks are given.
This article explores the concepts of Emotional Intelligence (EI), Cultural Intelligence (CI), and Hospitality Experiential Intelligence (HEI) as determining factors of Employees' Customer Experience ...Orientation (ECEO) in hotels. The study applies a quantitative approach, a correlational, and explanatory scope, and a non-experimental design. A hierarchical multiple linear regression model was used to explain the relationship between the variables. The empirical results demonstrated that there is a positive correlation between the variables. HEI is the one that most influences on ECEO, followed by EI and CI. These results are a starting point to understanding how HEI, EI, and CI are related to ECEO; therefore, we invite researchers to develop more empirical studies in this field.
Online consumer reviews have been studied for various research problems in hospitality and tourism. However, existing studies using review data tend to rely on a single data source and data quality ...is largely anecdotal. This greatly limits the generalizability and contribution of social media analytics research. Through text analytics this study comparatively examines three major online review platforms, namely TripAdvisor, Expedia, and Yelp, in terms of information quality related to online reviews about the entire hotel population in Manhattan, New York City. The findings show that there are huge discrepancies in the representation of the hotel industry on these platforms. Particularly, online reviews vary considerably in terms of their linguistic characteristics, semantic features, sentiment, rating, usefulness as well as the relationships between these features. This study offers a basis for understanding the methodological challenges and identifies several research directions for social media analytics in hospitality and tourism.
•We applied text analytics to compare three major online review platforms, namely, TripAdvisor, Expedia, and Yelp.•Findings show discrepancies in the representation of hotel product on these platforms.•Information quality, measured by linguistic and semantic features, sentiment, rating, and usefulness, varies considerably.•This study is the first to comparatively explore data quality in social media studies in hospitality and tourism.•This study highlights methodological challenges and contributes to the theoretical development of social media analytics.
•The study ascertains the consumer CSR discourse in online reviews.•Social and environmental dimensions present an upward trend in online consumer reviews.•Environmental elements in online reviews ...are positively related with the review score.
This research investigates how consumers assess hotels’ corporate social responsibility (CSR) practices when writing online reviews. The study explores the CSR discourse in online reviews over a 10-year period, highlighting how CSR’s social and environmental dimensions relate to the main hospitality topics (experience, amenities, location, transactions, value). Based on a longitudinal automated text analysis covering 480,000 reviews across six European cities, the findings reveal that hotel customers have gradually begun paying more attention to CSR factors, particularly to social and environmental ones. However, the aggregate results suggest that the overall CSR consumer discourse is still very limited, although it does have important implications in terms of consumer emotions and hospitality dimensions.
Hotel industry has been identified as one of the vital sectors that can have a major contribution to the achievement of the three pillars of sustainable development (social-economic-environment), ...thus having the ability to direct communities towards a green economy. With increasing environmental awareness, hotels are taking the initiative to offer greener products and services. Various green attributes are incorporated into hotels, such as participation in environmental partnerships or certification programs, use of recycling programs, energy-saving light bulbs in rooms. Under these circumstances, this paper aims to analyze the importance of hotel sustainability for the global development of the industry, while also presenting the most important sustainability and decarbonization topics among accommodation businesses and the reasons for which global travelers choose sustainable lodging.
We develop and test a model of innovation behavior in the hotel industry. The model relates four types of innovation—i.e., management, external communication, service scope and back-office—to the key ...determinants: service provider characteristics, customer competences and the market drivers. Using statistical probit models and cross-sectional survey data from a stratified sample of hotels in the Balearic Islands
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we were able to verify the model including innovation types determinants and the innovation impact on hotels performance. Main findings verify the model indicating the effects of these determinants on innovation and the positive impact of the innovation on the hotels performance. Hence, innovation decisions determinants are: the additional services on offer, that bookings are made through tour operators, that hotels are part of a hotel chain and that the owners of the hotel run the business.
The current study evaluates corporate social responsibility (CSR) reporting practice among the largest hotel companies in the world. Based on the content analysis of websites and reports published ...online by the top 150 hotel companies in the world in summer 2010, it identifies the communication methods used by hotel companies as well as the scope of reported information. Specifically, it demonstrates that while a large number of companies report commitment to CSR goals, much smaller number of them provide details of specific initiatives undertaken to contribute to these goals and even less of them report actual performance achieved. The study also identifies a number of challenges which make it very difficult to meaningfully compare performance of the hotel groups that do report it, including issues such as different methodologies applied, different measures used and lack of clarity with respect to the scope of reporting.
Based on institutional and agency theories, this paper examines the role of host corruptive practices on country choice for the hotel industry, as well as the power of digitalization as an ...anti-corruption tool. Digitalization level can boost transparency and can help monitor corruptive practices and other unethical behaviours. Relying on data from the Spanish hotel industry, the results confirm that the existence of corruptive or weak institutions has a significant impact on country choice, while a high digitalization level reduces the possibility of corruptive practices. We contribute by analysing the precise effect of host corruptive practices on country choice and the powerful effect of digitalization level as an anti-corruption instrument. This study is particularly interesting for the hotel industry, as a service sector, where multinationals need to carry out most of activities in the host country and maintain close interactions with foreign agents.
•Perceived organizational support as an organizational-related predictor had a positive effect on cognitive crafting, but it was not related to task crafting and relational crafting.•Autonomy, a ...task-related antecedent, had a positive effect on task crafting, relational crafting, and cognitive crafting.•Individual employees’ creative self-efficacy had a positive effect on task crafting, relational crafting, and cognitive crafting.•Task crafting did not have a significant effect on job satisfaction whereas relational and cognitive crafting did.
This study aims to assess the effects of different types of predictors—factors related to organizations, tasks, and individuals—on the three facets of job crafting and to evaluate the impact of job crafting on customer-contact employees’ job satisfaction. A paper and pencil survey was conducted targeting customer-contact employees working in five-star hotels located in Seoul, South Korea. A total of 327 responses were collected and analyzed using structural equation modeling. The results indicated that autonomy and creative self-efficacy positively influence each of the three facets of job crafting whereas perceived organizational support only impacts cognitive crafting. Moreover, task crafting is not associated with job satisfaction while the other two facets of job crafting are. The theoretical and managerial implications are discussed further in the study.
•Challenge stressors are not associated with frontline employees’ interpersonal citizenship behaviors.•Higher perception of stressors results in less decrease in interpersonal citizenship behaviors ...when psychological capital is high.•Psychological capital alleviates the negative impact of challenge and hindrance stressors on interpersonal citizenship behaviors.
This study investigates the relationships between challenge and hindrance stressors and hotel employees’ interpersonal citizenship behaviors (ICB). The study also tests the moderating role of hotel employees’ psychological capital (PsyCap) on the aforementioned relationships. Data were collected from 213 U.S. hotel frontline employees. The results showed that both challenge and hindrance stress had a negative relationship with ICB. PsyCap was found to moderate both relationships. Implications for hospitality researchers and industry practitioners are discussed along with the limitations and suggested avenues for future research.
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