•Based on a macro perspective of social exchange theory, we presented an integrated model of collective PsyCap as related to shared leadership, organizational commitment, and creativity.•We collected ...data at multiple time periods in the hotel workplace to reduce the potential common method variance.•We argued that shared leadership can be able to formulate a sharing and supportive culture within a social structure; thus, not only does it promote commitment and creativity but it also highlights the mediating effect of collective PsyCap.
Drawing from a macro perspective of social exchange theory, the current study aims to examine the relationships between shared leadership, collective psychological capital, organizational commitment, and creativity at a collective level in Taiwan’s hotel industry. We adopt three-stage time-lag design with a three-week in each stage to collect data. Data stem from 52 hotels and comprise 267 employees were used to test the hypotheses through structural equation modeling. We found that, the data fit the hypothesized model well, and collective PsyCap partially mediates the relationship between shared leadership and both organizational commitment and creativity. From these results, theoretical and practice implication are offered. We discuss the theoretical and practical implications of the findings and offer recommendations for future research.
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•Customer satisfaction is predicted by the linguistic characteristics of reviews.•Review diversity and polarity have a positive effect on customer ratings.•Review subjectivity, ...readability, and length have a negative effect on ratings.•Customer review involvement has a positive effect on customer ratings.•The importance of technical attributes on affecting customer ratings is compared.
Customer online reviews of hotels have significant business value in the e-commerce and big data era. Online textual reviews have an open-structured form, and the technical side, namely the linguistic attributes of online textual reviews, is still largely under-explored. Using a sample of 127,629 reviews from tripadvisor.com, this study predicts overall customer satisfaction using the technical attributes of online textual reviews and customers’ involvement in the review community. We find that a higher level of subjectivity and readability and a longer length of textual review lead to lower overall customer satisfaction, and a higher level of diversity and sentiment polarity of textual review leads to higher overall customer satisfaction. We also find that customers’ review involvement positively influences their overall satisfaction. We provide implications for hoteliers to better understand customer online review behavior and implement efficient online review management actions to use electronic word of mouth and enhance hotels’ performance.
•A comprehensive review of the impact of COVID-19 on China’s hotel industry.•A COVID-19 management framework which addresses the anti-pandemic phases, principles, and strategies.•And four ...Post-COVID-19 strategies including multi-business and multi-channels, product design and investment preference, digital and intelligent transformation, and market reshuffle.
This exploratory study reviews the overall impacts of coronavirus disease 2019 (COVID-19) pandemic on China’s hotel industry. A COVID-19 management framework is proposed to address the anti-pandemic phases, principles, and strategies. This study also suggests that COVID-19 will significantly and permanently affect four major aspects of China’s hotel industry—multi-business and multi-channels, product design and investment preference, digital and intelligent transformation, and market reshuffle.
The tourism industry is especially sensitive to a pandemic and other unexpected circumstances as natural disasters, war, terrorist attacks. Different types of crisis bring various consequences. In ...2020 the outbreak of the COVID-19 disease and travel restrictions caused bruises to the tourism and hospitality industries. Hotel managers, hotel staff and their guests had to take a series of measures to deal with various challenges and face a new situation. This paper aims to critically examine the effects of the COVID-19 pandemic on the tourism and hotel industries and discuss some possible survival strategies to be implemented in the hotel sector during the pandemic crisis (in the short and long-term perspective). The research was based on an overview of the relevant literature and sanitary rules developed by UN WHO, local governments and the hotel industry. The authors critically investigated some available statistic data to compare room occupancy before the pandemic and during the COVID-19 crisis and hospitality services offered to hotel guests before the pandemic and after its outbreak. The main findings are presented from several dimensions: hotel and health crisis, sanitary restrictions and possible recovery recommendations.
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.
Since consumers, governments, and society in general are increasingly concerned about the loss of natural resources, along with pollution of the environment, there is currently a significant tendency ...to recognize the value of green innovation toward the achievement of sustainable development. Hotels are considered responsible for a considerable proportion of the environmental pollution caused by the tourism industry. Yet, few studies have considered the effects that green innovation may have on sustainable performance in the hotel industry. Consequently, the present study aimed to investigate the factors influencing the adoption of green innovation, and its potential effects on the performance of the hotel industry. Data collection was performed through inspection of 183 hotels in Malaysia. Data analysis was carried out employing the partial least squares method. The two factors of environmental and economic performance were determined to have the strongest influence, affecting the green innovation procedures positively and significantly. The results of the present study have major implications for hospitality research, since they demonstrate the importance and potential of green innovation in promoting sustainable performance in the hotel industry. The proposed model and the identified influencing factors of green innovation can assist policy makers and hotel managers in understanding the drivers leading to the adoption of these practices in the hotel industry.
Peer-to-peer markets, collectively known as the sharing economy, have emerged as alternative suppliers of goods and services traditionally provided by long-established industries. The authors explore ...the economic impact of the sharing economy on incumbent firms by studying the case of Airbnb, a prominent platform for short-term accommodations. They analyze Airbnb's entry into the state of Texas and quantify its impact on the Texas hotel industry over the subsequent decade. In Austin, where Airbnb supply is highest, the causal impact on hotel revenue is in the 8%-10% range; moreover, the impact is nonuniform, with lowerpriced hotels and hotels that do not cater to business travelers being the most affected. The impact manifests itself primarily through less aggressive hotel room pricing, benefiting all consumers, not just participants in the sharing economy. The price response is especially pronounced during periods of peak demand, such as during the South by Southwest festival, and is due to a differentiating feature of peerto-peer platforms--enabling instantaneous supply to scale to meet demand.
Corporate social responsibility (CSR) has become a core concept in the context of the hotel industry where it is considered as a significant factor in competition and a firms' survival, primarily ...because CSR influences customer satisfaction. However, there are still few studies examining the relationship between the dimensions of CSR (economic, philanthropic, legal, and ethical) and customer satisfaction, particularly in the Malaysian hotel sector. Additionally, some studies have contended that CSR activities may indirectly affect customer satisfaction, and some factors may potentially mediate the effects of CSR activities on satisfaction. Hence, the present study developed a conceptual model to explain the relationship between the dimensions of CSR, brand image and customer satisfaction. According to the proposed model, CSR dimensions may positively influence customer satisfaction, with brand image mediating the relationship.
•Hotels’ green practices prevent environmental degradation.•Green HR practices result in motivation and proactive environmental management maturity.•Green motivation improves environmental ...performance.
The devastating effects on the environment have raised many questions on the environmental performance of an organization. As the environment is severely affected by the operations of giant businesses, i.e. ‘hotel industry.’ There is a need to explore the factors that influence employee environmental performance by incorporating green motivation and proactive environmental management maturity as mediators. The data are collected using the survey method. The statistical techniques applied to the dataset were confirmatory factor analysis and partial least square structural equation modeling. The findings reveal that green HR practices positively and significantly related to green intrinsic and extrinsic motivation and proactive environmental management maturity. Similarly, green motivation is significantly and positively linked with employee environmental performance. In contrast, proactive environmental management maturity is positively and insignificantly linked with employees’ environmental performance. In contrast, mediation analysis reveals that green motivation, i.e., intrinsic and extrinsic, partially mediates the association between green HR practices and employee environmental performance. However, no mediating effect of proactive environmental management maturity is found between the proposed associations. The paper contributes to the literature in many ways. Firstly, it explains the role of Green HR practices in forming green motivation among employees of the hotel industry, and previously no researchers studied this combination in the context of the hotel industry. Secondly, green motivation and proactive environmental management maturity are incorporated as mediators to have in-depth knowledge about the employees’ environmental performance.
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