{"title":"The expanding reach of hospitality studies: Towards relational futures","authors":"Tomas Pernecky","doi":"10.24135/hi.v7i1.144","DOIUrl":"https://doi.org/10.24135/hi.v7i1.144","url":null,"abstract":"","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"23 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78151839","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}
The dating services industry has grown strongly over the past five years worldwide, with dating services increasing in popularity, contributing billions to the hospitality industry. In this opinion paper we carry out a preliminary examination of the connection between the dating industry and the hospitality industry and conduct a a pilot study as platform for further research seeking to examine the connections between these industries. The preliminary findings indicate that the dating services industry and the hospitality industry are interconnected, and that entertainment, service interaction and the hospitality venue’s ambiance are central factors to both the dating and hospitality industries. Nevertheless, future research must investigate further intersectional gaps, more specifically, to examine the synergies between business partners delivering products and services which are placed at this intersection between dating and hospitality.
{"title":"The Marriage à la Mode: Hospitality Industry’s Connection to the Dating Services Industry","authors":"H. Séraphin, Anca C. Yallop","doi":"10.24135/hi.v7i1.146","DOIUrl":"https://doi.org/10.24135/hi.v7i1.146","url":null,"abstract":"The dating services industry has grown strongly over the past five years worldwide, with dating services increasing in popularity, contributing billions to the hospitality industry. In this opinion paper we carry out a preliminary examination of the connection between the dating industry and the hospitality industry and conduct a a pilot study as platform for further research seeking to examine the connections between these industries. The preliminary findings indicate that the dating services industry and the hospitality industry are interconnected, and that entertainment, service interaction and the hospitality venue’s ambiance are central factors to both the dating and hospitality industries. Nevertheless, future research must investigate further intersectional gaps, more specifically, to examine the synergies between business partners delivering products and services which are placed at this intersection between dating and hospitality.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"53 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77952331","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":"Creating value in Aotearoa New Zealand’s wine industry: opportunities to capitalise on ‘buying local’?","authors":"J. Fountain","doi":"10.24135/hi.v7i1.142","DOIUrl":"https://doi.org/10.24135/hi.v7i1.142","url":null,"abstract":"","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"2 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74274769","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}
This article reports on a wider study determining the provision of accessibility information by New Zealand Luxury Lodges. It presents important insights about the importance and role of the website provision of accessibility information for potential guests with disabilities, and the implications of this for accommodation providers.
{"title":"Accessibility information on the websites of New Zealand Luxury Lodges","authors":"Brielle Gillovic, Tracy Harkison","doi":"10.24135/hi.v7i1.140","DOIUrl":"https://doi.org/10.24135/hi.v7i1.140","url":null,"abstract":"This article reports on a wider study determining the provision of accessibility information by New Zealand Luxury Lodges. It presents important insights about the importance and role of the website provision of accessibility information for potential guests with disabilities, and the implications of this for accommodation providers.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"27 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73283584","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}
Aotearoa's post-COVID19 hopitality industry is in a sate of flux. COVID19 has seen the industry tipped upside down and this disruption has highlight structuial issues that lay below the surface. To build toward a sustainable, more rewarding future the industry needs to come together, reflect, communicate and plan. But does the industry have the ability or desire to do so?
{"title":"A seat at the table","authors":"R. Richardson","doi":"10.24135/hi.v7i1.138","DOIUrl":"https://doi.org/10.24135/hi.v7i1.138","url":null,"abstract":"Aotearoa's post-COVID19 hopitality industry is in a sate of flux. COVID19 has seen the industry tipped upside down and this disruption has highlight structuial issues that lay below the surface. To build toward a sustainable, more rewarding future the industry needs to come together, reflect, communicate and plan. But does the industry have the ability or desire to do so? ","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"26 1","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83555313","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}
Pub Date : 2023-04-21DOI: 10.1108/jhti-11-2022-0549
Ramzi Al Rousan, Samiha Siddiqui, Naseema Bano, Sujood
PurposeThis study aims to evaluate the key factors affecting the behavioural intention of urban tourists towards visiting national parks by integrating the theory of planned behaviour (TPB) and expectancy theory (ET).Design/methodology/approachData were collected from urban tourists using an online questionnaire developed through Google forms. A total of 489 valid online questionnaires were considered for this study. The proposed research model was empirically evaluated using the structural equation modelling method.FindingsAccording to the results of this research, TPB constructs are significantly and positively associated with the behavioural intention of urban tourists towards visiting national parks in India and out of ET constructs, only expectancy and valence are significantly and positively associated with behavioural intention while instrumentality does not.Research limitations/implicationsThis study manifests the behaviour of urban tourists towards national parks and contributes to academics by incorporating existing literature. The findings of this study also help policymakers in formulating innovative strategies for national parks. It presents an integrated framework that lays the platform for a new study domain on urban tourists' intentions to visit national parks, which will be useful to urban managers, officials and the tourism sector. Furthermore, as the scope of this study is confined to assessing the intentions of urban tourists toward visiting national parks, it is difficult to generalize the findings.Originality/valueTo the best of the authors' knowledge, this is the first research of its kind to provide an understanding of the behavioural intention of urban tourists towards visiting the national parks in India by optimizing the TPB and ET.
{"title":"Urban tourists' intention towards visiting national parks: an exertion of theory of planned behaviour and expectancy theory","authors":"Ramzi Al Rousan, Samiha Siddiqui, Naseema Bano, Sujood","doi":"10.1108/jhti-11-2022-0549","DOIUrl":"https://doi.org/10.1108/jhti-11-2022-0549","url":null,"abstract":"PurposeThis study aims to evaluate the key factors affecting the behavioural intention of urban tourists towards visiting national parks by integrating the theory of planned behaviour (TPB) and expectancy theory (ET).Design/methodology/approachData were collected from urban tourists using an online questionnaire developed through Google forms. A total of 489 valid online questionnaires were considered for this study. The proposed research model was empirically evaluated using the structural equation modelling method.FindingsAccording to the results of this research, TPB constructs are significantly and positively associated with the behavioural intention of urban tourists towards visiting national parks in India and out of ET constructs, only expectancy and valence are significantly and positively associated with behavioural intention while instrumentality does not.Research limitations/implicationsThis study manifests the behaviour of urban tourists towards national parks and contributes to academics by incorporating existing literature. The findings of this study also help policymakers in formulating innovative strategies for national parks. It presents an integrated framework that lays the platform for a new study domain on urban tourists' intentions to visit national parks, which will be useful to urban managers, officials and the tourism sector. Furthermore, as the scope of this study is confined to assessing the intentions of urban tourists toward visiting national parks, it is difficult to generalize the findings.Originality/valueTo the best of the authors' knowledge, this is the first research of its kind to provide an understanding of the behavioural intention of urban tourists towards visiting the national parks in India by optimizing the TPB and ET.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43058892","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}
Pub Date : 2023-04-21DOI: 10.1108/jhti-08-2022-0362
Isidoro Romero, J. Fernández-Serrano, Rafael Cáceres-Carrasco
PurposeThis study explores the role of international tour operators as the agents assuming the governance and the upgrading of the tourism global value chains (TGVCs), with a special focus on their influence on the development of technological capabilities (TCs) in the hotel industry.Design/methodology/approachThe data used in this article originates from a survey carried out in 2016 on Spanish small and medium-sized hotel companies. An ordinal regression analysis is employed to test the hypotheses proposed in this research.FindingsThis study finds that tour operators exert a positive effect on the technological upgrading process in the hotel industry by stimulating small and medium-sized enterprises (SMEs) to invest in TCs. The causal mechanisms through which these effects take place differ across the various stages of the relationship between hotel companies and tour operators.Practical implicationsThe results have implications both for hotel management in terms of how hotels take advantage of technological upgrading to become more competitive, and for public administrations in terms of what measures can boost the development of hotel TCs in order to increase their added value.Originality/valueTo date, very few studies have analysed the tourism sector based on the influence on the development of TCs of SME hotels by combining GVC concepts and the resource-based view. It is also the first time that the causal mechanisms are shown to explain such influences.
{"title":"Technological capabilities and global value chains: insights from Spanish SMEs in the hotel industry","authors":"Isidoro Romero, J. Fernández-Serrano, Rafael Cáceres-Carrasco","doi":"10.1108/jhti-08-2022-0362","DOIUrl":"https://doi.org/10.1108/jhti-08-2022-0362","url":null,"abstract":"PurposeThis study explores the role of international tour operators as the agents assuming the governance and the upgrading of the tourism global value chains (TGVCs), with a special focus on their influence on the development of technological capabilities (TCs) in the hotel industry.Design/methodology/approachThe data used in this article originates from a survey carried out in 2016 on Spanish small and medium-sized hotel companies. An ordinal regression analysis is employed to test the hypotheses proposed in this research.FindingsThis study finds that tour operators exert a positive effect on the technological upgrading process in the hotel industry by stimulating small and medium-sized enterprises (SMEs) to invest in TCs. The causal mechanisms through which these effects take place differ across the various stages of the relationship between hotel companies and tour operators.Practical implicationsThe results have implications both for hotel management in terms of how hotels take advantage of technological upgrading to become more competitive, and for public administrations in terms of what measures can boost the development of hotel TCs in order to increase their added value.Originality/valueTo date, very few studies have analysed the tourism sector based on the influence on the development of TCs of SME hotels by combining GVC concepts and the resource-based view. It is also the first time that the causal mechanisms are shown to explain such influences.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43219524","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}
Pub Date : 2023-04-19DOI: 10.1108/jhti-09-2022-0404
Nuray Yildiz, Melek Ece Öncüer, Abdullah Tanrisevdi
PurposeThis study aims to assess the relationships between cultural travel motivation, two dimensions of authenticity and satisfaction of domestic tourists visiting Sirince in Turkey. Given the structure of the model, authenticity is two latent variables, indirectly affecting satisfaction.Design/methodology/approachThe research takes a predictive and explanatory approach rather than theory confirmation. Partial least squares (PLS) algorithm was used to assess the multiple mediation. The data were collected from 391 domestic visitors through a self-administered questionnaire.FindingsThe research highlights that two dimensions of authenticity have a statistically mediating influences on the relationship between cultural travel motivation and satisfaction. Furthermore, while cultural travel motivation is the most important predictor of satisfaction, object-based authenticity has emerged as an antecedent variable that deserves to be given the highest importance. Finally, first time visitors and repeaters did not differ across all relationships in the model.Research limitations/implicationsThe fact that the data were collected only from Sirince can be considered as geographical limitations of the study. Another limitation is that due to the ongoing COVID-19 pandemic, the data were obtained only from domestic tourists visiting Sirince.Practical implicationsThe study on the multiple mediating roles of authenticity in the relationship between motivation factor alongside satisfaction revealed a variety of application opportunities, particularly for destinations attempting to position themselves as authentic. Accordingly, authenticity concept gains significance in tourism industry more often because unique experiences at the visited destinations can satisfy the individuals in search of their self-identity.Social implicationsFurthermore, transformation of authentic places into tourism destinations develops cultural values in line with expectations of tourists. However, this transforms domestic cultural factors into commercial products by eroding their significance in the eye of local residents. This invites artificiality by drifting apart from originality of cultural elements. Each element serves as part of authenticity is indeed away from authentic experience even though it is regarded as an authentic experience from tourists’ perspective because it diverts from its reality. Establishing balance between tourists’ travel motivations and their expectation from authentic destination is substantially important to satisfy their sensational and sentimental expectations. In addition to the ones mentioned above, managers should take an active role in promotion and focus on sponsorship activities to highlight the authenticity of Sirince; begin reconstruction works by considering the original architecture specific to the region; and pay attention to the compatibility of the new architectural texture with the destination character. As stated in the study of Genc and
{"title":"Examining multiple mediation of authenticity in the relationship between cultural motivation pattern and satisfaction: a case study of Şirince in Turkey","authors":"Nuray Yildiz, Melek Ece Öncüer, Abdullah Tanrisevdi","doi":"10.1108/jhti-09-2022-0404","DOIUrl":"https://doi.org/10.1108/jhti-09-2022-0404","url":null,"abstract":"PurposeThis study aims to assess the relationships between cultural travel motivation, two dimensions of authenticity and satisfaction of domestic tourists visiting Sirince in Turkey. Given the structure of the model, authenticity is two latent variables, indirectly affecting satisfaction.Design/methodology/approachThe research takes a predictive and explanatory approach rather than theory confirmation. Partial least squares (PLS) algorithm was used to assess the multiple mediation. The data were collected from 391 domestic visitors through a self-administered questionnaire.FindingsThe research highlights that two dimensions of authenticity have a statistically mediating influences on the relationship between cultural travel motivation and satisfaction. Furthermore, while cultural travel motivation is the most important predictor of satisfaction, object-based authenticity has emerged as an antecedent variable that deserves to be given the highest importance. Finally, first time visitors and repeaters did not differ across all relationships in the model.Research limitations/implicationsThe fact that the data were collected only from Sirince can be considered as geographical limitations of the study. Another limitation is that due to the ongoing COVID-19 pandemic, the data were obtained only from domestic tourists visiting Sirince.Practical implicationsThe study on the multiple mediating roles of authenticity in the relationship between motivation factor alongside satisfaction revealed a variety of application opportunities, particularly for destinations attempting to position themselves as authentic. Accordingly, authenticity concept gains significance in tourism industry more often because unique experiences at the visited destinations can satisfy the individuals in search of their self-identity.Social implicationsFurthermore, transformation of authentic places into tourism destinations develops cultural values in line with expectations of tourists. However, this transforms domestic cultural factors into commercial products by eroding their significance in the eye of local residents. This invites artificiality by drifting apart from originality of cultural elements. Each element serves as part of authenticity is indeed away from authentic experience even though it is regarded as an authentic experience from tourists’ perspective because it diverts from its reality. Establishing balance between tourists’ travel motivations and their expectation from authentic destination is substantially important to satisfy their sensational and sentimental expectations. In addition to the ones mentioned above, managers should take an active role in promotion and focus on sponsorship activities to highlight the authenticity of Sirince; begin reconstruction works by considering the original architecture specific to the region; and pay attention to the compatibility of the new architectural texture with the destination character. As stated in the study of Genc and ","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49280671","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}
Pub Date : 2023-04-18DOI: 10.1108/jhti-12-2022-0619
Nour Salah Al-Okaily, N. Alzboun, M. Abuhjeeleh
PurposeEmotional intelligence (EI) has a profound effect on the performance of tour guides, though past studies on the subject have neglected to examine the effects of EI on neither the overall nor specific pattern of tour guides' performance. This study examines the overall link between four dimensions of EI (self-emotion appraisal [SEA], others' emotion appraisal [OEA], use of emotions [UOEs] and regulation of emotions [ROEs]) and five dimensions of citizenship performance (helping, self-development, initiative, compliance and adaptability), ultimately identifying the relationship between EI factors and each dimension of tour guides' citizenship performance.Design/methodology/approachThe data from 244 Jordanian tour guides were gathered through a quantitative survey. A confirmatory factor analysis (CFA) and multiple regression analysis were performed to analyze the data.FindingsThe results reveal that emotionally intelligent tour guides are more likely to have higher levels of citizenship performance. The most significant factors in determining extra-role behaviors by tour guides are “UOEs” and “others’ emotion appraisal (OEA)”.Practical implicationsThis study equips different professional entities in the tour guide industry with useful, contextualized links between EI and citizenship performance. This assists in developing new accreditation policies and business practices to augment tour guides' citizenship professionalism, thereby maximizing their valuable contributions to tourism growth.Originality/valueThis study advances the tourism studies by establishing a new theoretical link between tour guides' EI and citizenship performance. The study also uncovers unique factors of EI that significantly determine tour guides' citizenship behaviors.
{"title":"Examining the impacts of emotional intelligence on tour guide citizenship performance","authors":"Nour Salah Al-Okaily, N. Alzboun, M. Abuhjeeleh","doi":"10.1108/jhti-12-2022-0619","DOIUrl":"https://doi.org/10.1108/jhti-12-2022-0619","url":null,"abstract":"PurposeEmotional intelligence (EI) has a profound effect on the performance of tour guides, though past studies on the subject have neglected to examine the effects of EI on neither the overall nor specific pattern of tour guides' performance. This study examines the overall link between four dimensions of EI (self-emotion appraisal [SEA], others' emotion appraisal [OEA], use of emotions [UOEs] and regulation of emotions [ROEs]) and five dimensions of citizenship performance (helping, self-development, initiative, compliance and adaptability), ultimately identifying the relationship between EI factors and each dimension of tour guides' citizenship performance.Design/methodology/approachThe data from 244 Jordanian tour guides were gathered through a quantitative survey. A confirmatory factor analysis (CFA) and multiple regression analysis were performed to analyze the data.FindingsThe results reveal that emotionally intelligent tour guides are more likely to have higher levels of citizenship performance. The most significant factors in determining extra-role behaviors by tour guides are “UOEs” and “others’ emotion appraisal (OEA)”.Practical implicationsThis study equips different professional entities in the tour guide industry with useful, contextualized links between EI and citizenship performance. This assists in developing new accreditation policies and business practices to augment tour guides' citizenship professionalism, thereby maximizing their valuable contributions to tourism growth.Originality/valueThis study advances the tourism studies by establishing a new theoretical link between tour guides' EI and citizenship performance. The study also uncovers unique factors of EI that significantly determine tour guides' citizenship behaviors.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43967246","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}
PurposeGripped by the COVID-19 pandemic, the airline industry has faced many restrictions. Based on the determining factor of repurchase intention, this research paper addresses the roles of brand engagement (BE) and consumer trust during the pandemic.Design/methodology/approachA number of 439 out of 500 questionnaires, which were distributed among the Iranian airlines' customers, were completed and returned (an 87% response rate). SmartPLS 3 was used to carry out the confirmatory factor analysis (CFA) and exploratory factor analysis (EFA) in order to validate the research hypotheses.FindingsThe results show that during the COVID-19 pandemic, BE had a significant effect on customer purchase intention. In addition, BE boosted customer trust and thereby increased repurchase intention. Perceived risks of COVID-19 moderated these relationships. The findings also show that airline customers are highly sensitive to various perceived risks and were especially so during the COVID-19 pandemic. These perceived risks have major impacts on customers' intention to reuse the services of airline companies. High levels of perceived risk decrease customer trust, BE and repurchase intention rates, and vice versa.Practical implicationsThis paper provides authorities and decision-makers of the air transport industry with several practical recommendations based on the research findings. As the results confirmed, there is a worthwhile relationship between BE and customer trust; regarding the both direct and indirect benefits of customer trust for for-profit firms and the huge importance of trust in creating competitive advantages, different airline companies need to implement various strategies to engage customers with their brand names, and thereby institutionalize trust in their customers' minds during the pandemic. Since customer trust was also found to improve repurchase intention rates significantly, authorities of the airline industry must take actions to reduce feelings of mistrust and risk among consumers and increase customer trust during COVID-19.Originality/valueThis paper is the first to explore the effect of BE on airline customers' repurchase intentions during the COVID-19 pandemic. It has produced practical suggestions to employees and activists of the air transport industry regarding the use of BE as a tool to restore customer trust during and after the COVID-19 epidemic. This research focuses on the airline industry, which is particularly interesting given the industry's intensely competitive environment and the dramatic effect of COVID-19 on the industry.
{"title":"The COVID-19 pandemic and repurchase intention in building brand engagement in the airline industry","authors":"M. Shabankareh, Jagangir Hamzavi, Alireza Ranjbaran, Somayeh Jelvehgaran Esfahani, Gissa Izadi","doi":"10.1108/jhti-08-2022-0327","DOIUrl":"https://doi.org/10.1108/jhti-08-2022-0327","url":null,"abstract":"PurposeGripped by the COVID-19 pandemic, the airline industry has faced many restrictions. Based on the determining factor of repurchase intention, this research paper addresses the roles of brand engagement (BE) and consumer trust during the pandemic.Design/methodology/approachA number of 439 out of 500 questionnaires, which were distributed among the Iranian airlines' customers, were completed and returned (an 87% response rate). SmartPLS 3 was used to carry out the confirmatory factor analysis (CFA) and exploratory factor analysis (EFA) in order to validate the research hypotheses.FindingsThe results show that during the COVID-19 pandemic, BE had a significant effect on customer purchase intention. In addition, BE boosted customer trust and thereby increased repurchase intention. Perceived risks of COVID-19 moderated these relationships. The findings also show that airline customers are highly sensitive to various perceived risks and were especially so during the COVID-19 pandemic. These perceived risks have major impacts on customers' intention to reuse the services of airline companies. High levels of perceived risk decrease customer trust, BE and repurchase intention rates, and vice versa.Practical implicationsThis paper provides authorities and decision-makers of the air transport industry with several practical recommendations based on the research findings. As the results confirmed, there is a worthwhile relationship between BE and customer trust; regarding the both direct and indirect benefits of customer trust for for-profit firms and the huge importance of trust in creating competitive advantages, different airline companies need to implement various strategies to engage customers with their brand names, and thereby institutionalize trust in their customers' minds during the pandemic. Since customer trust was also found to improve repurchase intention rates significantly, authorities of the airline industry must take actions to reduce feelings of mistrust and risk among consumers and increase customer trust during COVID-19.Originality/valueThis paper is the first to explore the effect of BE on airline customers' repurchase intentions during the COVID-19 pandemic. It has produced practical suggestions to employees and activists of the air transport industry regarding the use of BE as a tool to restore customer trust during and after the COVID-19 epidemic. This research focuses on the airline industry, which is particularly interesting given the industry's intensely competitive environment and the dramatic effect of COVID-19 on the industry.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-04-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44264106","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}
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