Prior research examining the concept of customer experience quality (CEQ) is inconclusive and incoherent regarding the number and the nature of experiences in the context of the hotel industry. Some ...studies conceptualise CEQ based on the sensations created by and the knowledge acquired from specific encounters, while others conceptualise it based on interaction with physical and social environments. Therefore, the key objective of this paper is to theoretically identify and empirically test the key dimensions of CEQ in the hotel industry through combining the major perspectives of CEQ. An online survey was used to collect the required data from 420 customers. A structural equation model (AMOS 18) was used to analyse the data. Three findings emerge from the current study. First: this study provides sound empirical support for CEQ as a high-order construct that is comprised of seven first-order factors. Second, the current research suggests that the measurement instrument for CEQ, which consists of 33 items, is a valid and reliable using the following factors: emotional-related experiences; staff-customer interaction, customer-customer interaction; learning; lifestyle; guest security; and atmospherics. Third, the proposed measurement instrument of CEQ strongly predicts customer satisfaction, perceived value and brand loyalty. The key contribution of this study stems from developing and validating a 33-item scale that synthesises and integrates the major perspectives of CEQ.
Robots are increasingly discussed in academic literature as well as the popular media since they are becoming more usual in industry. The increased use of robots will meet with practical issues with ...regards to adoption in industry as well as resistance from customers and those working in the industry. This work explores data from a 2016–2017 survey of Russian consumers to determine how young Russian adults perceive the use of robots in hotels, showing which service-oriented tasks that Russian consumers find to be the most agreeable to be done by robots and which ones they are more likely to want humans to continue doing. The findings reveal that those who are most supportive of having robots in hotels tend to be Muscovites, males, and those already supportive of the use of service industries in general. In addition, there are noteworthy differences in how males and females perceive of the acceptability of different types of tasks that robots may do in hotels.
•The attitudes of young Russian adults towards robots in hotels is investigated.•Robots are accepted as information providers, for transporting goods, payments, not as guards or for massages.•Men consider robots as more acceptable than women.•Robots' advantages, social skills, and robotic service experience influence positively attitudes.•Positive attitude towards service robots linked to higher acceptance of robots in hotels.
Hotels must send the right employer positioning signals to attract the desired professionals. With the advance of online media, hotels may send different signals concerning their employer ...positioning, including references to employee benefits, allowing potential candidates to evaluate whether they fit in the company even before applying for a job.
Based on a qualitative design, the purpose of this study is to understand how global hotel chains present themselves as employers in a digital context. Results revealed the relevance of promoting a socially diverse work environment as a benefit to attracting employees in the hotel industry.
•Organizational identification influences employees’ pro-environmental behaviors.•Perceived job performance predicts organizational identification.•Perceived job performance predicts ...pro-environmental behaviors.•Perceived job performance affects pro-environmental behaviors via organizational identification.
Employees' engagement in pro-environmental behaviors (PEBs) is crucial for greening hotels and improving hotel performance. This paper argues that we can explore employees' PEB motivations from a positive externality/spillover perspective because such voluntary behaviors benefit actors other than the employees, namely, the hotels that employ them and the surrounding natural environment. Accordingly, compensation and internalization could motivate employees' PEBs. This paper attempts to advance research on internalization by focusing on the oneness between employees and organizations and by proposing that organizational identification (OI) is an essential predictor of employees' PEBs and can be improved by increasing their perceived job performance (PJP). Additionally, this paper argues that PJP can affect employees' PEBs through OI. In the context of the positivism research philosophy, the current study utilized a survey method to collect data from employees working in Chinese hotels and performed ordinary least squares (OLS) regression analysis to test the proposed hypotheses, which were all supported empirically.
This study reviews and synthesizes the contemporary literature focusing on the role of corporate social responsibility (CSR) in the hotel industry over the period 2006-2015. The revision process has ...covered articles meeting two conditions: first, articles focusing exclusively on the hotel industry (not on the tourism sector as a whole) and, second, the issue of CSR is addressed from a broader perspective (economic-social-environmental) and not only environmental. A total of 48 papers have been identified and grouped in three streams of research: CSR-Practices, CSR-Reporting, and CSR-Impacts; the last one been divided into two sublines of research: one from the consumer perspective (Marketing) and the second from the company’s perspective (Firm Business-Performance). For every line, the variables and topics studied are also established. The research lines “Practices” and “Impacts” have received a similar amount of research interest although there is a growing research interest in the impacts of CSR during recent years, either internal or external. Despite this fact, consumer reactions to CSR and the link between CSR and corporate financial performance (CFP) are still important gaps regarding research on CSR in the hotel industry. It is also worth to highlight that a key CSR stakeholder for hotels, like the local community, is particularly underresearched. Additional gaps of research are identified and suggestions for future lines of research are provided.
The COVID-19 pandemic has lead authorities from many countries to adopt crucial protective measures such as wearing face masks, lockdowns and social distancing. The purpose of the present study was ...to explore the relationships among the protective measures against virus handled by hotels with financial risk perception, customer attitude, satisfaction and behavioral intention. The study also calculates the mean comparison across the demographic variables of hotel customer satisfaction and behavioral intention. Results reported a significant contribution of the protective measures implemented by Chinese hotels against COVID-19 on financial risk perception, and a customer attitude. It also demonstrates significant and positive interaction with customer satisfaction and behavioral intention. However, financial risk perception and customer attitude did not show effects on satisfaction, while they had effects on behavioral intention. The results suggest that protective measures are an important aspect of encouraging people to visit hotels safely and continually.
•Protective measures and its role are explored in the hotel context.•Financial risk perception and attitude are considerably influenced by protective measures against COVID-19.•Demographic characteristics are of importance in explicating customer approach responses to a hotel.
The objective of this study is to give an in-depth overview of the performance of employees after they have gone through training programs in the context of hotel management industry. More precisely, ...this research aims to study the effects of training programs on the behaviour, knowledge, attitude and loyalty of the employees after the training program is completed in the service section of food and beverages. A concrete, practical model based on improvisations to Kirkpatrick’s model, is designed and tested in a manner that it can measure the amelioration of performance in employees after the training program has been delivered. Data from different hotels in Cairo is collected and investigated to foresee the impact of these training programs. Designed questionnaires are employed to investigate the perceptions and behaviour of employees towards a training program along with the training outcomes. Key findings in this context suggest that this approach is highly beneficial for hotel managers who are keen to measure the outcomes of the training program to improve the quality of service. These are valuable results as hotel management industry is heavily reliant on the performance of human resource management function. It is evident from the proposed model in this study that if the knowledge of employees is improved with the help of effective training programs, then the overall performance metric is automatically augmented.
•We develop and test a DEA model embedding eWOM among the outputs.•Including eWOM leads to differences in the mean and ranking of hotel efficiency.•Hotels improving in the efficiency ranking are less ...than those decreasing.•eWOM as an output of DEA models generates differentiated impacts across hotel classes.•e-WOM could inform Strategic Performance Measurement Systems.
This paper develops and tests an innovative DEA model in the hospitality sector, by originally embedding online customer ratings among the outputs of the model. Based on a sample of 268 independent hotels located in Rome (Italy), we test a eWOM-informed DEA model and find that the introduction of online ratings among the outputs of the model significantly affects the assessment of hotels’ efficiency regardless of hotel category. The efficiency rankings generated by the DEA models embedding eWOM are radically different compared to those resulting from DEA models exclusively based on financial variables. The number of hotels improving their position in the efficiency rankings is lower than the number of hotels decreasing in the ranking. However, the average efficiency variation is positive and higher for 2- and 3- stars hotels than for 4- and 5- stars hotels. Implications for researchers in hospitality and tourism, managers and practitioners are discussed.
Our research focuses on the fast-changing landscape of contemporary social media where user-generated content is increasingly being used to evaluate a wide range of products and services. The move to ...online valuations is raising important questions about how valuations change when they are produced online by consumers and what outcomes they generate for the organizations being evaluated. To address these questions, we investigate two prominent hotel valuation schemes currently at work in the hospitality industry, and we identify significant differences in their valuation practices and outcomes. We develop a practice-based lens for examining the materiality of valuations, providing a way of understanding the differences we observed in terms of performativity. This lens explains both how valuations are actively produced in ongoing practice and how their production is significantly reconfiguring everyday practices of the organizations being evaluated. We conclude by considering the implications of our findings for research on valuation and organizations.
Continuous innovation is what helps companies survive the highly discontinuous competition. Securing innovative work behaviour from employees has drawn the attention of businesses and researchers ...alike. The current work draws on broaden-and-build theory and goal orientation theory to propose how an individual’s psychological capital, which is malleable, helps in achieving innovative work behaviour from employees. The study has been conducted in the context of three-star hotels located in and around New Delhi, the capital of India. The data was collected using standard scales from a dyad of 229 employees and their managers. The present study enriches the innovative work behavior literature by combining different perspectives in a coherent framework and demonstrates the partially mediated positive relationship of psychological capital and innovative work behavior via mastery orientation. Also, the study reveals that the partially mediated indirect effect varies among employees based on their level of CSE.
•Integration of three streams, namely POB, learning behaviours, and creative self-beliefs to anticipate hotel employees' IWB.•Using broaden-and-build theory and goal orientation theory, the study shows that PsyCap influences hotel employees' IWB.•The study suggests that hotel employees' MO will partially mediate the effect of PsyCap on IWB.•The study indicates that PsyCap's effect on IWB via MO is only significant when employees' CSE is moderate or high.
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