Purpose The goal of this paper is to use the stimulus-organism-response (S-O-R) paradigm to understand how ineffective marketplace stimuli affect perceptions related to online travel package booking, which in turn cultivate various types of confusion, and how these confusions are channelled into behavioural dispositions of consumers, such as negative electronic word-of-mouth (eWOM). It also aims to investigate the moderating effects of gender and technology self-efficacy for the suggested framework. Design/methodology/approach A sample of 437 participants who had recently booked an online travel package, underwent an analysis using a survey study design. Structural equation modelling with multigroup analysis was used to evaluate the hypotheses and the moderation effect. Findings The findings suggest that inefficient market stimulus results in various forms of confusion, further contributing to negative eWOM. The results also imply that technology self-efficacy lessens the effect of various confusions on adverse eWOM, and gender is found to have a moderating effect on the relationships between ineffective marketplace stimuli, confusion and negative eWOM. Practical implications The research offers tourism and hospitality management advice on how to deal with inefficient marketplace stimulation to lessen confusion, which then reduces unfavourable eWOM. Additionally, the moderate impact of technology self-efficacy and gender established through the current study has important ramifications from a tourism managers' perspective. Originality/value This study develops and validates an empirical model, which will be utilised as a framework to fully understand consumer confusion brought on by ineffective marketplace stimulation, which causes adverse eWOM. The study also gives new perspectives on the moderating roles of gender and technology self-efficacy, which have received little attention in earlier studies.
{"title":"Consumer confusion and negative eWOM in the e-hospitality marketplace: the moderated moderation model of gender and technology self-efficacy","authors":"Anuradha Sharma, Jagwinder Singh Pandher, Gyan Prakash","doi":"10.1108/jhti-02-2023-0110","DOIUrl":"https://doi.org/10.1108/jhti-02-2023-0110","url":null,"abstract":"Purpose The goal of this paper is to use the stimulus-organism-response (S-O-R) paradigm to understand how ineffective marketplace stimuli affect perceptions related to online travel package booking, which in turn cultivate various types of confusion, and how these confusions are channelled into behavioural dispositions of consumers, such as negative electronic word-of-mouth (eWOM). It also aims to investigate the moderating effects of gender and technology self-efficacy for the suggested framework. Design/methodology/approach A sample of 437 participants who had recently booked an online travel package, underwent an analysis using a survey study design. Structural equation modelling with multigroup analysis was used to evaluate the hypotheses and the moderation effect. Findings The findings suggest that inefficient market stimulus results in various forms of confusion, further contributing to negative eWOM. The results also imply that technology self-efficacy lessens the effect of various confusions on adverse eWOM, and gender is found to have a moderating effect on the relationships between ineffective marketplace stimuli, confusion and negative eWOM. Practical implications The research offers tourism and hospitality management advice on how to deal with inefficient marketplace stimulation to lessen confusion, which then reduces unfavourable eWOM. Additionally, the moderate impact of technology self-efficacy and gender established through the current study has important ramifications from a tourism managers' perspective. Originality/value This study develops and validates an empirical model, which will be utilised as a framework to fully understand consumer confusion brought on by ineffective marketplace stimulation, which causes adverse eWOM. The study also gives new perspectives on the moderating roles of gender and technology self-efficacy, which have received little attention in earlier studies.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"120 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135696031","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 : 2023-09-26DOI: 10.1108/jhti-03-2023-0125
Awes Asghar, Ruba Asif, Naeem Akhtar
Purpose The existing literature has examined the determinants of post-purchase behavioral intentions. However, less attention has been devoted to the factors that contribute to perceived usefulness of fast-food restaurants attributes. The current study considers the servicescapes and social servicescapes of restaurants as well as their relationship with customers' perceived usefulness, with the moderating role of customer experience. It also explores how perceived usefulness influences choice process satisfaction and subsequent behavioral responses, including revisit intention and negative word-of-mouth. Design/methodology/approach Data from 485 fast-food restaurant consumers in Pakistan were collected using purposive sampling. The data were analyzed using both structural equation modeling (SEM) through AMOS 24.0 and the PROCESS macro in IBM SPSS 27.0. Findings The research revealed that perceived usefulness in fast-food restaurant industry is positively influenced by servicescapes and social servicescapes. Similarly, choice process satisfaction is primarily caused by perceived usefulness and affects behavioral responses. It also found that choice process satisfaction is positively associated with revisit intentions and negative word-of-mouth. Customer experience significantly moderates the relationship between ambient condition, facility aesthetic, layout, perceived similarity and perceived usefulness. However, customer experience insignificant moderates the relationships of physical appearance and suitable behavior with perceived usefulness. Research limitations/implications The findings provide insightful information for both academic and managerial fields, contributing to the literature on consumer psychology, consumer behavior, servicescapes and the stimulus-organism-response theory. The study also assists restauranteurs in the fast-food restaurant industry in overcoming the challenges posed by a highly competitive environment and developing strategies based on consumer perceptions. Originality/value This study, conducted in Pakistan, took a pioneer step in testing and confirming a novel perceived usefulness model that incorporates not only servicescapes but also social servicescapes in consumer behavior. It enhances the knowledge of consumer visit intentions by quantifying the significance of perceived usefulness developed by different servicescapes.
{"title":"Servicescapes and social servicescapes: impact on perceived usefulness, choice satisfaction and behavior at fast-food restaurants","authors":"Awes Asghar, Ruba Asif, Naeem Akhtar","doi":"10.1108/jhti-03-2023-0125","DOIUrl":"https://doi.org/10.1108/jhti-03-2023-0125","url":null,"abstract":"Purpose The existing literature has examined the determinants of post-purchase behavioral intentions. However, less attention has been devoted to the factors that contribute to perceived usefulness of fast-food restaurants attributes. The current study considers the servicescapes and social servicescapes of restaurants as well as their relationship with customers' perceived usefulness, with the moderating role of customer experience. It also explores how perceived usefulness influences choice process satisfaction and subsequent behavioral responses, including revisit intention and negative word-of-mouth. Design/methodology/approach Data from 485 fast-food restaurant consumers in Pakistan were collected using purposive sampling. The data were analyzed using both structural equation modeling (SEM) through AMOS 24.0 and the PROCESS macro in IBM SPSS 27.0. Findings The research revealed that perceived usefulness in fast-food restaurant industry is positively influenced by servicescapes and social servicescapes. Similarly, choice process satisfaction is primarily caused by perceived usefulness and affects behavioral responses. It also found that choice process satisfaction is positively associated with revisit intentions and negative word-of-mouth. Customer experience significantly moderates the relationship between ambient condition, facility aesthetic, layout, perceived similarity and perceived usefulness. However, customer experience insignificant moderates the relationships of physical appearance and suitable behavior with perceived usefulness. Research limitations/implications The findings provide insightful information for both academic and managerial fields, contributing to the literature on consumer psychology, consumer behavior, servicescapes and the stimulus-organism-response theory. The study also assists restauranteurs in the fast-food restaurant industry in overcoming the challenges posed by a highly competitive environment and developing strategies based on consumer perceptions. Originality/value This study, conducted in Pakistan, took a pioneer step in testing and confirming a novel perceived usefulness model that incorporates not only servicescapes but also social servicescapes in consumer behavior. It enhances the knowledge of consumer visit intentions by quantifying the significance of perceived usefulness developed by different servicescapes.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"91 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134883691","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 : 2023-09-22DOI: 10.1108/jhti-11-2022-0552
Buket Candan, Emre Şahin Dölarslan
Purpose Tourists' environmentally responsible behaviour (ERB) is very important for the environmental sustainability of popular tourist destinations. The main purpose of this research paper is to explore the relationship between environmental citizenship behaviour (ECB) and trust in local government with ERB. Design/methodology/approach A theoretical model was proposed and tested. Data were collected from domestic tourists (n = 555) visiting Antalya, on the Mediterranean coast of Turkey. Findings The results show that all dimensions of ECB (helping, engagement and initiatives) have a positive effect on the formation of ERB among domestic tourists. The results also show that trust in the local government of the destination has a moderating effect on the relationship between the two dimensions of ECB (engagement and initiatives) and ERB. The helping dimension of ECB has the highest positive impact factor on ERB. The results provide a comprehensive framework for further research. The proposed model is strongly supported by the findings. Practical implications Local policy makers can focus on how to increase the environmental motivation of domestic tourists. Environmentally friendly projects can be developed to attract their attention. This will ensure that they take more responsibility for the environment at the destination. Originality/value Understanding the potential impact of local government on tourist behaviour is crucial for sustainability. However, there are few studies that directly examine the moderating effect of trust in local government on the relationship between ECB and ERB. This study addresses this gap and makes novel contributions to the relevant literature.
{"title":"Understanding tourists' environmentally responsible behaviour: environmental citizenship behaviour as an antecedent and trust in destination's local government as a moderator","authors":"Buket Candan, Emre Şahin Dölarslan","doi":"10.1108/jhti-11-2022-0552","DOIUrl":"https://doi.org/10.1108/jhti-11-2022-0552","url":null,"abstract":"Purpose Tourists' environmentally responsible behaviour (ERB) is very important for the environmental sustainability of popular tourist destinations. The main purpose of this research paper is to explore the relationship between environmental citizenship behaviour (ECB) and trust in local government with ERB. Design/methodology/approach A theoretical model was proposed and tested. Data were collected from domestic tourists (n = 555) visiting Antalya, on the Mediterranean coast of Turkey. Findings The results show that all dimensions of ECB (helping, engagement and initiatives) have a positive effect on the formation of ERB among domestic tourists. The results also show that trust in the local government of the destination has a moderating effect on the relationship between the two dimensions of ECB (engagement and initiatives) and ERB. The helping dimension of ECB has the highest positive impact factor on ERB. The results provide a comprehensive framework for further research. The proposed model is strongly supported by the findings. Practical implications Local policy makers can focus on how to increase the environmental motivation of domestic tourists. Environmentally friendly projects can be developed to attract their attention. This will ensure that they take more responsibility for the environment at the destination. Originality/value Understanding the potential impact of local government on tourist behaviour is crucial for sustainability. However, there are few studies that directly examine the moderating effect of trust in local government on the relationship between ECB and ERB. This study addresses this gap and makes novel contributions to the relevant literature.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136010978","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 : 2023-09-15DOI: 10.1108/jhti-02-2023-0103
Umair Ahmed, Said Al Riyami, Waheed Ali Umrani, Munwar Hussain Pahi, Hassan Syed
Purpose The authors intended to find out what motivates employees at the workplace. For this purpose, the authors examined family motivation and intrinsic motivation influences over work attitudes such as organizational citizenship behavior (individual) and affective commitment. Design/methodology/approach In the current research, the authors adopted time-lagged approach to collect a total of 352 responses from managers in the hospitality sector. This approach was adopted to avoid common method issues related to survey research. Findings The findings suggest positive association of family motivation with intrinsic motivation, affective commitment and organizational citizenship behavior (individual). The authors also found intrinsic motivation positively related to affective commitment and organizational citizenship behavior (individual). The findings also found statistical support pertaining to the mediating role of intrinsic motivation on family motivation's positive relationship with affective commitment and organizational citizenship behavior (individual). Practical implications Considering important role of family motivation, the authors ask managers to think through ways that could help employees feel better about their family's wellbeing. The authors also suggest organizations upsurge intrinsic motivation of their employees by engaging them in decision-making process, allow employees to craft their jobs because through these a higher level of organizational citizenship behavior for individuals and affective commitment could be generated. Originality/value The authors extend the core assumption of self-determination theory that work motivation (intrinsic in specific) is autonomously determined, deeply rooted within individuals, and gratifying. It works on the pleasure principle and mirrors a hedonic standpoint. In such a situation, employees work merely based on their interest and joy; they focus and enjoy the process.
{"title":"Examining the role of family motivation: an empirical examination in the hospitality sector","authors":"Umair Ahmed, Said Al Riyami, Waheed Ali Umrani, Munwar Hussain Pahi, Hassan Syed","doi":"10.1108/jhti-02-2023-0103","DOIUrl":"https://doi.org/10.1108/jhti-02-2023-0103","url":null,"abstract":"Purpose The authors intended to find out what motivates employees at the workplace. For this purpose, the authors examined family motivation and intrinsic motivation influences over work attitudes such as organizational citizenship behavior (individual) and affective commitment. Design/methodology/approach In the current research, the authors adopted time-lagged approach to collect a total of 352 responses from managers in the hospitality sector. This approach was adopted to avoid common method issues related to survey research. Findings The findings suggest positive association of family motivation with intrinsic motivation, affective commitment and organizational citizenship behavior (individual). The authors also found intrinsic motivation positively related to affective commitment and organizational citizenship behavior (individual). The findings also found statistical support pertaining to the mediating role of intrinsic motivation on family motivation's positive relationship with affective commitment and organizational citizenship behavior (individual). Practical implications Considering important role of family motivation, the authors ask managers to think through ways that could help employees feel better about their family's wellbeing. The authors also suggest organizations upsurge intrinsic motivation of their employees by engaging them in decision-making process, allow employees to craft their jobs because through these a higher level of organizational citizenship behavior for individuals and affective commitment could be generated. Originality/value The authors extend the core assumption of self-determination theory that work motivation (intrinsic in specific) is autonomously determined, deeply rooted within individuals, and gratifying. It works on the pleasure principle and mirrors a hedonic standpoint. In such a situation, employees work merely based on their interest and joy; they focus and enjoy the process.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"51 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135354314","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 : 2023-09-15DOI: 10.1108/jhti-03-2023-0150
Juan Pedro Mellinas, Eva Martin-Fuentes, Berta Ferrer-Rosell
Purpose This research explores why tourists are dissatisfied in places considered “wonders of the world”. The authors ask if the place does not match visitors' expectations or if other factors spoil the experience. Design/methodology/approach The authors analysed the lowest-rated reviews of these wonders on TripAdvisor. The authors identified the main causes of complaints and the problems tourists faced. The authors grouped the complaints into categories and used CoDa. Findings The results indicate that dissatisfaction does not stem from unmet expectations regarding the monument itself, but rather from other factors related to the quality of the tourist service. Practical implications The findings of this research can be implemented in those tourist spots that, despite their global popularity, have considerable proportions of unhappy visitors, not due to the attraction itself, but to shortcomings in its administration. Originality/value This study provides a deeper insight into the causes of complaints about some of the most renowned monuments, regarded as extraordinary places, where high satisfaction levels would be anticipated. It also contributes theoretically to the literature on customer complaints in tourist places.
{"title":"Why some call the “worst” what most consider the “best”?: an analysis of tourist complaints at the wonders of the world","authors":"Juan Pedro Mellinas, Eva Martin-Fuentes, Berta Ferrer-Rosell","doi":"10.1108/jhti-03-2023-0150","DOIUrl":"https://doi.org/10.1108/jhti-03-2023-0150","url":null,"abstract":"Purpose This research explores why tourists are dissatisfied in places considered “wonders of the world”. The authors ask if the place does not match visitors' expectations or if other factors spoil the experience. Design/methodology/approach The authors analysed the lowest-rated reviews of these wonders on TripAdvisor. The authors identified the main causes of complaints and the problems tourists faced. The authors grouped the complaints into categories and used CoDa. Findings The results indicate that dissatisfaction does not stem from unmet expectations regarding the monument itself, but rather from other factors related to the quality of the tourist service. Practical implications The findings of this research can be implemented in those tourist spots that, despite their global popularity, have considerable proportions of unhappy visitors, not due to the attraction itself, but to shortcomings in its administration. Originality/value This study provides a deeper insight into the causes of complaints about some of the most renowned monuments, regarded as extraordinary places, where high satisfaction levels would be anticipated. It also contributes theoretically to the literature on customer complaints in tourist places.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"184 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135354312","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}
Purpose This paper aims to explore the causal relationship of user-generated content (UGC) on trust in UGC (TUGC), destination image (DI) and tourist visit intention (VI) guided by the stimulus-organism-response (SOR) theory. This work further examined the mediating effect of TUGC and DI between UGC and VI. Design/methodology/approach Data were collected through online and personal-administered surveys and randomized sampling. This work employed partial least squares structural equation modeling (PLS-SEM) to test the proposed model empirically. Findings In line with the SOR Theory, this work found UGCs that induce positive emotions and connection to the users motivate VI rather than UGCs that are predominantly factual. Furthermore, UGCs are considered reliable, authentic and less biased than brand-generated content. The findings of this work contribute to the theoretical understanding of UGC to VI in a destination. Practical implications This work proposes that destination marketers prioritize UGC that evokes positive emotions and connections with users, as it is more effective in encouraging VI. Strategies such as incentivizing content creators, improving online presence and engaging influencers can maximize UGC. Enhancing online traffic quality, visibility and interaction and implementing content policies are crucial for UGC's effectiveness. Marketers should align destination products with tourists' interests and collaborate with influencers for affiliate marketing to increase tourist-generated UGC. Furthermore, improved connectivity encourages UGCs about the destination. Originality/value In tourism marketing, UGC has become a valuable information source for tourists in making informed travel decisions. UGC is a tourist-generated content that offers factual information and authentic experiences through images, videos or text posted through social media platforms. UGC is considered more reputable than travel firms and the mainstream media as an information source. Due to the limited works on UGC in the literature, the influence of UGC on tourists' VIs has remained unexplored at the time of writing. This work bridges this gap by empirically examining the impact of UGC on Gen Z tourists' VI guided by the SOR theory.
{"title":"User-generated content on Gen Z tourist visit intention: a stimulus-organism-response approach","authors":"Kafferine Yamagishi, Danzel Canayong, Mariella Domingo, Kim Nieva Maneja, Angel Montolo, Arabelle Siton","doi":"10.1108/jhti-02-2023-0091","DOIUrl":"https://doi.org/10.1108/jhti-02-2023-0091","url":null,"abstract":"Purpose This paper aims to explore the causal relationship of user-generated content (UGC) on trust in UGC (TUGC), destination image (DI) and tourist visit intention (VI) guided by the stimulus-organism-response (SOR) theory. This work further examined the mediating effect of TUGC and DI between UGC and VI. Design/methodology/approach Data were collected through online and personal-administered surveys and randomized sampling. This work employed partial least squares structural equation modeling (PLS-SEM) to test the proposed model empirically. Findings In line with the SOR Theory, this work found UGCs that induce positive emotions and connection to the users motivate VI rather than UGCs that are predominantly factual. Furthermore, UGCs are considered reliable, authentic and less biased than brand-generated content. The findings of this work contribute to the theoretical understanding of UGC to VI in a destination. Practical implications This work proposes that destination marketers prioritize UGC that evokes positive emotions and connections with users, as it is more effective in encouraging VI. Strategies such as incentivizing content creators, improving online presence and engaging influencers can maximize UGC. Enhancing online traffic quality, visibility and interaction and implementing content policies are crucial for UGC's effectiveness. Marketers should align destination products with tourists' interests and collaborate with influencers for affiliate marketing to increase tourist-generated UGC. Furthermore, improved connectivity encourages UGCs about the destination. Originality/value In tourism marketing, UGC has become a valuable information source for tourists in making informed travel decisions. UGC is a tourist-generated content that offers factual information and authentic experiences through images, videos or text posted through social media platforms. UGC is considered more reputable than travel firms and the mainstream media as an information source. Due to the limited works on UGC in the literature, the influence of UGC on tourists' VIs has remained unexplored at the time of writing. This work bridges this gap by empirically examining the impact of UGC on Gen Z tourists' VI guided by the SOR theory.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135491199","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 : 2023-09-14DOI: 10.1108/jhti-01-2023-0017
Shumaila Naz, Syed Arslan Haider, Shabnam Khan, Qasim Ali Nisar, Shehnaz Tehseen
Purpose At the forefront of current research is the investigation of how big data analytics capability (BDAC) and artificial intelligence capability (AIC) can enhance performance in concert. Therefore, current study intended to conduct more deep research into emerging phenomena and attempts to cover the gap by exploring how entrepreneurial orientations (EO) emphasize the use of two emerging capabilities under the moderating role of environmental dynamism which in turn augment co-innovation and hotel performance. Design/methodology/approach Data were collected from four-star and five-star hotels located in Kula Lumpur and Langkawi in Malaysia. A total of 260 responses were obtained from IT staff and senior managers with the assistance of a Manpower agency for data analysis. The hypotheses were examined by analyzing the data using PLS-SEM technique through Smart PLS 3 software. Findings The result revealed that EO has a positive and significant effect on co-innovation (CIN). Additionally, the BDAC and AIC have been tested and proven to be potential mediators between EO and CIN. Also, environmental dynamism as moderator has positive and significant effect on BDAC and co-innovation performance, however, not significant impact on AIC and co-innovation performance. Lastly, findings displayed positive and significant moderated mediation impact of environmental dynamics on BDAC and CIN with hotel performance, but not significant influence on AIC and co-innovation with hotel performance. For theoretical corroboration of the research findings, the current study integrated EO, resource-based view theory and contingent dynamic capabilities (CDC), because neither single stance can explicate an extant research framework. Practical implications This study anticipated the several implications for the entrepreneurs of hospitality industry. Managers are recommended to invest in the entrepreneurial traits of the employees/organizations and make strategic readjustment of their capabilities for sustained business performance. Originality/value The study goes beyond the normal inquiry by investigating moderated mediation impact of environmental dynamism between two emerging capabilities, co-innovation and hotel performance relationships. Another novelty of this study is to culminate the exploitation and adoption of emerging IT-based capabilities in cross domains of management, entrepreneurship, information systems management within the hotel industry.
{"title":"Augmenting hotel performance in Malaysia through big data analytics capability and artificial intelligence capability","authors":"Shumaila Naz, Syed Arslan Haider, Shabnam Khan, Qasim Ali Nisar, Shehnaz Tehseen","doi":"10.1108/jhti-01-2023-0017","DOIUrl":"https://doi.org/10.1108/jhti-01-2023-0017","url":null,"abstract":"Purpose At the forefront of current research is the investigation of how big data analytics capability (BDAC) and artificial intelligence capability (AIC) can enhance performance in concert. Therefore, current study intended to conduct more deep research into emerging phenomena and attempts to cover the gap by exploring how entrepreneurial orientations (EO) emphasize the use of two emerging capabilities under the moderating role of environmental dynamism which in turn augment co-innovation and hotel performance. Design/methodology/approach Data were collected from four-star and five-star hotels located in Kula Lumpur and Langkawi in Malaysia. A total of 260 responses were obtained from IT staff and senior managers with the assistance of a Manpower agency for data analysis. The hypotheses were examined by analyzing the data using PLS-SEM technique through Smart PLS 3 software. Findings The result revealed that EO has a positive and significant effect on co-innovation (CIN). Additionally, the BDAC and AIC have been tested and proven to be potential mediators between EO and CIN. Also, environmental dynamism as moderator has positive and significant effect on BDAC and co-innovation performance, however, not significant impact on AIC and co-innovation performance. Lastly, findings displayed positive and significant moderated mediation impact of environmental dynamics on BDAC and CIN with hotel performance, but not significant influence on AIC and co-innovation with hotel performance. For theoretical corroboration of the research findings, the current study integrated EO, resource-based view theory and contingent dynamic capabilities (CDC), because neither single stance can explicate an extant research framework. Practical implications This study anticipated the several implications for the entrepreneurs of hospitality industry. Managers are recommended to invest in the entrepreneurial traits of the employees/organizations and make strategic readjustment of their capabilities for sustained business performance. Originality/value The study goes beyond the normal inquiry by investigating moderated mediation impact of environmental dynamism between two emerging capabilities, co-innovation and hotel performance relationships. Another novelty of this study is to culminate the exploitation and adoption of emerging IT-based capabilities in cross domains of management, entrepreneurship, information systems management within the hotel industry.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135490637","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 : 2023-09-12DOI: 10.1108/jhti-04-2023-0276
Rashed Al Karim, Md Karim Rabiul, Sayed Mohammed Arfat
Purpose This study aims to identify factors affecting travellers' behavioural intentions regarding beach destinations in Bangladesh. The study also examines how destination experience and satisfaction mediate the nexus between destination service factors and travellers' behavioural intentions. Design/methodology/approach A self-administered survey was carried out to gather data from 375 people who had visited the beaches in Cox's Bazar. Data were examined using partial least squares structural equation modelling (PLS-SEM) to evaluate the hypotheses. Findings The destination experience mediates the relationship between destination service factors and complaint intention but does not mediate the relationship between destination service factors and word of mouth (WOM). Moreover, destination satisfaction mediated the relationship between destination service factors and WOM, along with complaint intention. Practical implications This study's findings can be utilised by the Bangladeshi destination management to increase the number of tourists by instituting and maintaining improved destination service features in popular tourist destinations. Originality/value This is one of few studies on beach tourism destinations in Bangladesh that comprehensively overviews destination service factors and their influence on tourists' behavioural intentions, with a special emphasis on the mediating roles of destination experience and destination satisfaction.
{"title":"Factors influencing tourists' behavioural intentions towards beach destinations: the mediating roles of destination experience and destination satisfaction","authors":"Rashed Al Karim, Md Karim Rabiul, Sayed Mohammed Arfat","doi":"10.1108/jhti-04-2023-0276","DOIUrl":"https://doi.org/10.1108/jhti-04-2023-0276","url":null,"abstract":"Purpose This study aims to identify factors affecting travellers' behavioural intentions regarding beach destinations in Bangladesh. The study also examines how destination experience and satisfaction mediate the nexus between destination service factors and travellers' behavioural intentions. Design/methodology/approach A self-administered survey was carried out to gather data from 375 people who had visited the beaches in Cox's Bazar. Data were examined using partial least squares structural equation modelling (PLS-SEM) to evaluate the hypotheses. Findings The destination experience mediates the relationship between destination service factors and complaint intention but does not mediate the relationship between destination service factors and word of mouth (WOM). Moreover, destination satisfaction mediated the relationship between destination service factors and WOM, along with complaint intention. Practical implications This study's findings can be utilised by the Bangladeshi destination management to increase the number of tourists by instituting and maintaining improved destination service features in popular tourist destinations. Originality/value This is one of few studies on beach tourism destinations in Bangladesh that comprehensively overviews destination service factors and their influence on tourists' behavioural intentions, with a special emphasis on the mediating roles of destination experience and destination satisfaction.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135824866","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 : 2023-09-12DOI: 10.1108/jhti-03-2023-0220
Ayush Guleria, Richa Joshi, Mohd Adil
Purpose Utilising the stimulus-organism-response (S-O-R) theoretical framework, this study investigated how destination attachment and overall satisfaction mediate the linkage between memorable tourism experiences and customer-based destination brand equity (CBDBE). Design/methodology/approach The authors study presents a model that illustrates how memorable tourism experiences can influence CBDBE by impacting tourists' attachment and overall satisfaction with a destination. The model was tested using empirical data obtained through a survey of 382 Indian domestic tourists. The data were analysed using the SPSS AMOS (Statistical Package for Social Sciences Analysis of a Moment Structures) programme. Findings This study validates the accuracy and effectiveness of the suggested conceptual model, demonstrating significant linkage between the variables of the study. Accordingly, it was observed that positive memorable tourism experiences have a notable impact on the development of attachment and satisfaction with the tourist destination forming strong CBDBE. Practical implications The study's primary managerial recommendation is that, to achieve sustainable competitive advantage, destination management organisations should give priority to memorable experiences and positive emotions instead than only concentrating on product-centred marketing. Second, destination managers must mould their business models based on the link between memorable tourism experiences, destination attachment, satisfaction and CBDBE. Originality/value Perhaps, the authors' research is one of the earliest to explore the relationship between tourists' overall satisfaction, attachment to a destination and memorable experiences and how they impact customer-based brand equity (CBBE) for a specific urban hill station destination.
{"title":"The impact of memorable tourism experiences on customer-based destination brand equity: the mediating role of destination attachment and overall satisfaction","authors":"Ayush Guleria, Richa Joshi, Mohd Adil","doi":"10.1108/jhti-03-2023-0220","DOIUrl":"https://doi.org/10.1108/jhti-03-2023-0220","url":null,"abstract":"Purpose Utilising the stimulus-organism-response (S-O-R) theoretical framework, this study investigated how destination attachment and overall satisfaction mediate the linkage between memorable tourism experiences and customer-based destination brand equity (CBDBE). Design/methodology/approach The authors study presents a model that illustrates how memorable tourism experiences can influence CBDBE by impacting tourists' attachment and overall satisfaction with a destination. The model was tested using empirical data obtained through a survey of 382 Indian domestic tourists. The data were analysed using the SPSS AMOS (Statistical Package for Social Sciences Analysis of a Moment Structures) programme. Findings This study validates the accuracy and effectiveness of the suggested conceptual model, demonstrating significant linkage between the variables of the study. Accordingly, it was observed that positive memorable tourism experiences have a notable impact on the development of attachment and satisfaction with the tourist destination forming strong CBDBE. Practical implications The study's primary managerial recommendation is that, to achieve sustainable competitive advantage, destination management organisations should give priority to memorable experiences and positive emotions instead than only concentrating on product-centred marketing. Second, destination managers must mould their business models based on the link between memorable tourism experiences, destination attachment, satisfaction and CBDBE. Originality/value Perhaps, the authors' research is one of the earliest to explore the relationship between tourists' overall satisfaction, attachment to a destination and memorable experiences and how they impact customer-based brand equity (CBBE) for a specific urban hill station destination.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135824704","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 : 2023-09-05DOI: 10.1108/jhti-04-2023-0233
A. Esawe, Karim Taher Esawe, N. Esawe
PurposeThis study aims to investigate value co-creation, its antecedents (i.e. customer delight and place identity) and the consequences (i.e. satisfaction and revisit intention) at eco-hotels concerning sustainable practices.Design/methodology/approachPartial least squares structural equation modeling (PLS-SEM) was employed to analyze the data collected from 562 guests surveyed online who had stayed and contributed to sustainable practices through interaction and collaboration with eco-hotels.FindingsThe results revealed that customer delight and place identity are critical antecedents of value co-creation, significantly influencing guests' intention to revisit. Further, value co-creation significantly influences satisfaction and revisits intention. Satisfaction significantly influenced revisit intentions. Moreover, customer delight was the most critical factor affecting value co-creation, followed by the path between value co-creation and satisfaction. Finally, the results confirmed the mediating role of value co-creation and satisfaction.Practical implicationsThis research can support hotel managers in comprehending the motivating factors and outcomes of value co-creation among guests, allowing efficient hotel strategies to be planned and implemented. Managers should prioritize customer delight and place identity to maintain guests' involvement in value co-creation, resulting in satisfaction and a willingness to return.Originality/valueThis study contributes to the literature by tackling the scarcity of research on the significance of value co-creation, its drivers and outcomes at eco-hotels concerning sustainable practices within an emerging market context.
{"title":"Understanding the implications of value co-creation in eco-hotels: the antecedents and consequences","authors":"A. Esawe, Karim Taher Esawe, N. Esawe","doi":"10.1108/jhti-04-2023-0233","DOIUrl":"https://doi.org/10.1108/jhti-04-2023-0233","url":null,"abstract":"PurposeThis study aims to investigate value co-creation, its antecedents (i.e. customer delight and place identity) and the consequences (i.e. satisfaction and revisit intention) at eco-hotels concerning sustainable practices.Design/methodology/approachPartial least squares structural equation modeling (PLS-SEM) was employed to analyze the data collected from 562 guests surveyed online who had stayed and contributed to sustainable practices through interaction and collaboration with eco-hotels.FindingsThe results revealed that customer delight and place identity are critical antecedents of value co-creation, significantly influencing guests' intention to revisit. Further, value co-creation significantly influences satisfaction and revisits intention. Satisfaction significantly influenced revisit intentions. Moreover, customer delight was the most critical factor affecting value co-creation, followed by the path between value co-creation and satisfaction. Finally, the results confirmed the mediating role of value co-creation and satisfaction.Practical implicationsThis research can support hotel managers in comprehending the motivating factors and outcomes of value co-creation among guests, allowing efficient hotel strategies to be planned and implemented. Managers should prioritize customer delight and place identity to maintain guests' involvement in value co-creation, resulting in satisfaction and a willingness to return.Originality/valueThis study contributes to the literature by tackling the scarcity of research on the significance of value co-creation, its drivers and outcomes at eco-hotels concerning sustainable practices within an emerging market context.","PeriodicalId":44363,"journal":{"name":"Journal of Hospitality and Tourism Insights","volume":" ","pages":""},"PeriodicalIF":3.9,"publicationDate":"2023-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46894452","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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