Purpose – This study aims to understand the causes of tour bus crashes (TBCs) and related injuries, which are considered in the context of work-related accidents (WRAs). Design/Methodology/Approach – Five categories were obtained under occupational safety and health (OSH) by adopting qualitative and quantitative methods. Content analyses were employed by MAXQDA, 2020 for both open-ended survey questions and focus group interviews. Findings – TBCs and resulting injuries substantially result from i) negligence and unintentional faults of tour guides, ii) physical faults of drivers such as fatigue and insomnia, iii) physical conditions such as the environment and roads, iv) cost-orientation by travel agencies and intensive tour programs v) structural reasons such as night travels. A significant relationship was determined between the physical faults of drivers and intensive tour programs of travel agencies. Therefore, it was determined that unsafe conditions have a much higher impact than expected on TBCs. Originality of the research – TBCs were studied in the context of OSH for the first time. The study unveils the reasons behind fatal and non-fatal injuries of the TBCs by focusing on unsafe behavior and unsafe conditions.
{"title":"TOUR BUS CRASHES FROM THE PERSPECTIVE OF TOUR GUIDES","authors":"Aytuğ Arslan, Gülşah Akkuş","doi":"10.20867/thm.29.1.4","DOIUrl":"https://doi.org/10.20867/thm.29.1.4","url":null,"abstract":"Purpose – This study aims to understand the causes of tour bus crashes (TBCs) and related injuries, which are considered in the context of work-related accidents (WRAs). Design/Methodology/Approach – Five categories were obtained under occupational safety and health (OSH) by adopting qualitative and quantitative methods. Content analyses were employed by MAXQDA, 2020 for both open-ended survey questions and focus group interviews. Findings – TBCs and resulting injuries substantially result from i) negligence and unintentional faults of tour guides, ii) physical faults of drivers such as fatigue and insomnia, iii) physical conditions such as the environment and roads, iv) cost-orientation by travel agencies and intensive tour programs v) structural reasons such as night travels. A significant relationship was determined between the physical faults of drivers and intensive tour programs of travel agencies. Therefore, it was determined that unsafe conditions have a much higher impact than expected on TBCs. Originality of the research – TBCs were studied in the context of OSH for the first time. The study unveils the reasons behind fatal and non-fatal injuries of the TBCs by focusing on unsafe behavior and unsafe conditions.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67731980","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 research aims to uncover the weaknesses of traditional hotel revenue management metrics (RM) and evaluate the potential application of two new metrics, specifically net revenue per available room and revenue per available customer. Design/Methodology/Approach – Initially, a focus group roundtable discussion was conducted with 15 participants who held managerial positions in various hotel chains. The objective was to identify critical hotel revenue metrics to be included in the subsequent online questionnaire. An online questionnaire was then distributed to HSMAI members in Asia, the Americas and Europe, as well as through personal contacts. In addition to quantitative analyzes, the data were also content analyzed to reveal the weaknesses of the existing RM performance assessment tools based on the technology-organization-environment framework. Findings – Considering the positive results, the application of the new metrics would be well accepted by RM. However, the weaknesses of the traditional RM metrics in terms of data quality and robustness, completeness of measurements, comparability with industry, and organizational support should be considered when designing the new RM metrics. Originality of the research – This study is the first to offer insights into the potential of designing new RM measures. It also provides guidance on what to consider when developing new RM metrics.
{"title":"FROM TRADITIONAL TO NEW HOTEL REVENUE MANAGEMENT METRICS: AN EXPLORATORY STUDY ON THE POTENTIAL OF NREVPAR AND REVPAC","authors":"Detlev Remy, H. Boo, S. Tee","doi":"10.20867/thm.29.2.6","DOIUrl":"https://doi.org/10.20867/thm.29.2.6","url":null,"abstract":"Purpose – This research aims to uncover the weaknesses of traditional hotel revenue management metrics (RM) and evaluate the potential application of two new metrics, specifically net revenue per available room and revenue per available customer. Design/Methodology/Approach – Initially, a focus group roundtable discussion was conducted with 15 participants who held managerial positions in various hotel chains. The objective was to identify critical hotel revenue metrics to be included in the subsequent online questionnaire. An online questionnaire was then distributed to HSMAI members in Asia, the Americas and Europe, as well as through personal contacts. In addition to quantitative analyzes, the data were also content analyzed to reveal the weaknesses of the existing RM performance assessment tools based on the technology-organization-environment framework. Findings – Considering the positive results, the application of the new metrics would be well accepted by RM. However, the weaknesses of the traditional RM metrics in terms of data quality and robustness, completeness of measurements, comparability with industry, and organizational support should be considered when designing the new RM metrics. Originality of the research – This study is the first to offer insights into the potential of designing new RM measures. It also provides guidance on what to consider when developing new RM metrics.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67732050","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}
Nurul Ain Atiqah Zarhari, Ahmad Puad Mat Som, M. Azinuddin, M. Hanafiah
Purpose – This research note offers an integrative model of destination branding in the context of overtourism in an ecotourism destination. This study examines the impact of overtourism on the functional and emotional values and destination branding. Design – A quantitative research design was used. The research findings were collected through purposive sampling and a cross-sectional approach. Methodology/Approach – Three hundred and thirty-three (333) valid responses were utilised for hypothesis testing. Measurement of the study model and their interrelationship were examined based on Partial-least square-Structural Equation Modelling (PLS-SEM). Findings – The empirical results revealed that overtourism impacts tourists’ functional and emotional value and positively influences destination branding. In contrast, overtourism impacts both tourists’ functional and emotional values adversely. As predicted, tourists’ functional and emotional values mediate the relationship between the effects of overtourism and the destination branding. Originality of the research – This study makes a unique theoretical contribution to the destination branding literature by integrating and empirically testing the interrelationships between overtourism impacts, functional values, emotional values, and destination branding from the tourists’ perceptions. The results of the study are also valuable for destination managers and policy makers to develop sustainable destination branding for their respective tourism destinations.
{"title":"OVERTOURISM AND DESTINATION BRANDING: THE MEDIATING ROLE OF FUNCTIONAL AND EMOTIONAL VALUES AMONG TOURISTS","authors":"Nurul Ain Atiqah Zarhari, Ahmad Puad Mat Som, M. Azinuddin, M. Hanafiah","doi":"10.20867/thm.29.2.9","DOIUrl":"https://doi.org/10.20867/thm.29.2.9","url":null,"abstract":"Purpose – This research note offers an integrative model of destination branding in the context of overtourism in an ecotourism destination. This study examines the impact of overtourism on the functional and emotional values and destination branding. Design – A quantitative research design was used. The research findings were collected through purposive sampling and a cross-sectional approach. Methodology/Approach – Three hundred and thirty-three (333) valid responses were utilised for hypothesis testing. Measurement of the study model and their interrelationship were examined based on Partial-least square-Structural Equation Modelling (PLS-SEM). Findings – The empirical results revealed that overtourism impacts tourists’ functional and emotional value and positively influences destination branding. In contrast, overtourism impacts both tourists’ functional and emotional values adversely. As predicted, tourists’ functional and emotional values mediate the relationship between the effects of overtourism and the destination branding. Originality of the research – This study makes a unique theoretical contribution to the destination branding literature by integrating and empirically testing the interrelationships between overtourism impacts, functional values, emotional values, and destination branding from the tourists’ perceptions. The results of the study are also valuable for destination managers and policy makers to develop sustainable destination branding for their respective tourism destinations.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67732333","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":"Book review: Routledge Handbook of Ecotourism, by David A. Fennell Edit Download","authors":"R. Agbaba","doi":"10.20867/thm.29.3.6","DOIUrl":"https://doi.org/10.20867/thm.29.3.6","url":null,"abstract":"","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67732536","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 – There is a lack of research on the causal relationship between a tourism destination’s new brand equity and travel intention. This study aims to identify and explore the model of tourism destination new brand equity, validate and evaluate the relationships between tourism destination new brand equity elements and travel intention in the context of tourism destinations. Design – This study collected primary data from March to May 2021 based on a questionnaire survey of 589 domestic tourists traveling to Dong Thap province. The newly proposed conceptual framework was evaluated and validated using the PLS-SEM method. Findings – The main new findings of this study were the identification of the nine constructs of destination brand equity and their association with travel likelihood. The study revealed the effect of the new constructs of destination brand equity constructs on travel willingness, which can promote domestic tourism in Dong Thap province. Originality of the research – The current study can be considered as an important contribution to the theoretical and managerial implications for local authorities to understand the new model of destination brand equity from the perspective of domestic tourists. The findings of this study may increase travel intention and promote tourism in Dong Thap province.
{"title":"MODELLING THE NEW BRAND EQUITY OF DESTINATION THEORY AND TRAVEL INTENTION: AN EMPIRICAL STUDY FROM VIETNAM","authors":"T. Bui","doi":"10.20867/thm.29.3.3","DOIUrl":"https://doi.org/10.20867/thm.29.3.3","url":null,"abstract":"Purpose – There is a lack of research on the causal relationship between a tourism destination’s new brand equity and travel intention. This study aims to identify and explore the model of tourism destination new brand equity, validate and evaluate the relationships between tourism destination new brand equity elements and travel intention in the context of tourism destinations. Design – This study collected primary data from March to May 2021 based on a questionnaire survey of 589 domestic tourists traveling to Dong Thap province. The newly proposed conceptual framework was evaluated and validated using the PLS-SEM method. Findings – The main new findings of this study were the identification of the nine constructs of destination brand equity and their association with travel likelihood. The study revealed the effect of the new constructs of destination brand equity constructs on travel willingness, which can promote domestic tourism in Dong Thap province. Originality of the research – The current study can be considered as an important contribution to the theoretical and managerial implications for local authorities to understand the new model of destination brand equity from the perspective of domestic tourists. The findings of this study may increase travel intention and promote tourism in Dong Thap province.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67732594","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 study undertakes a systematic review of the literature to gain insight into existing studies on hospitality in social media and provide an update on current trends and themes in scholarship. Design - This study employs the systematic literature review to identify, evaluate, and synthesize the existing literature. Methodology - A total of 165 papers published between 2010–2020 were examined using content analysis and Leximancer. Approach - This review uses a hybrid review structure that incorporates structured reviews and narrative elements supported by Leximancer analysis. Findings - The review highlights the theories and methods used, research fields and perspectives, and key research topics in the hospitality industry, showing a lack of engagement with theories, the use of a dominant theoretical approach (eWOM), and the use of quantitative research methods primarily to analyze content data. Changes in research trends are evident to keep pace with increasing social media data and respond to the needs of different industries. Originality - This study contributes by also identifying several research gaps and provide future scholarly endeavors.
{"title":"Mapping the research trends on social media in the hospitality sector from 2010 to 2020","authors":"Eunjung Kim, Alexander. R. Best, K. Choi","doi":"10.20867/thm.29.2.2","DOIUrl":"https://doi.org/10.20867/thm.29.2.2","url":null,"abstract":"Purpose - This study undertakes a systematic review of the literature to gain insight into existing studies on hospitality in social media and provide an update on current trends and themes in scholarship. Design - This study employs the systematic literature review to identify, evaluate, and synthesize the existing literature. Methodology - A total of 165 papers published between 2010–2020 were examined using content analysis and Leximancer. Approach - This review uses a hybrid review structure that incorporates structured reviews and narrative elements supported by Leximancer analysis. Findings - The review highlights the theories and methods used, research fields and perspectives, and key research topics in the hospitality industry, showing a lack of engagement with theories, the use of a dominant theoretical approach (eWOM), and the use of quantitative research methods primarily to analyze content data. Changes in research trends are evident to keep pace with increasing social media data and respond to the needs of different industries. Originality - This study contributes by also identifying several research gaps and provide future scholarly endeavors.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67731957","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 – Food has entered commerce as an intangible cultural heritage (ICH) because consumers want authentic food and memorable consumption experiences. Food culture and the marketplace are arenas for the creation and articulation of identities and meanings, enabling dynamic conditions that encompass multiple positions and authenticity validations in consumption experiences. This study offers insight into the authentication of gastronomic heritage from a consumer culture perspective. Design / Methodology – A thematic review is conducted to analyse and summarise the literature on gastronomic heritage, authenticity, commercialization, and consumer behaviour in the food industry. Approach – Literature works from databases and academic platforms were used to highlight several key thematic points and arguments related to the authentication process and consumer behaviour. Findings – Food authenticity is socially negotiated by a variety of actors who mobilise resources and a web of interactions, creating identity and value according to their position as they respond to differences in market culture. The negotiation of authenticity mediates the assumption of legitimacy, quality, and identity that diversifies consumption patterns. Originality of the research – The article contributes to a theoretical discourse that extends the conceptualisation of authenticity in addressing food heritage within a dynamic consumption context and commercialisation agenda.
{"title":"Negotiating food heritage authenticity in consumer culture","authors":"N. Shahrin, H. Hussin","doi":"10.20867/thm.29.2.3","DOIUrl":"https://doi.org/10.20867/thm.29.2.3","url":null,"abstract":"Purpose – Food has entered commerce as an intangible cultural heritage (ICH) because consumers want authentic food and memorable consumption experiences. Food culture and the marketplace are arenas for the creation and articulation of identities and meanings, enabling dynamic conditions that encompass multiple positions and authenticity validations in consumption experiences. This study offers insight into the authentication of gastronomic heritage from a consumer culture perspective. Design / Methodology – A thematic review is conducted to analyse and summarise the literature on gastronomic heritage, authenticity, commercialization, and consumer behaviour in the food industry. Approach – Literature works from databases and academic platforms were used to highlight several key thematic points and arguments related to the authentication process and consumer behaviour. Findings – Food authenticity is socially negotiated by a variety of actors who mobilise resources and a web of interactions, creating identity and value according to their position as they respond to differences in market culture. The negotiation of authenticity mediates the assumption of legitimacy, quality, and identity that diversifies consumption patterns. Originality of the research – The article contributes to a theoretical discourse that extends the conceptualisation of authenticity in addressing food heritage within a dynamic consumption context and commercialisation agenda.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67732008","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}
Swagat Praharaj, B. B. Mishra, U. Mishra, Rashmiranjan Panigrahi, P. Mishra
Purpose – This study examines the impact of service automation (SA) on value creation (VC) and guest experience (GE) in the hotel industry to provide recommendations on how the hotel industry can rebuild from the impact of Covid-19 and meet future growth challenges. Design – The constructs of the variables were considered from previous literature. A twostep questionnaire was created to first identify demographics, years of experience, etc., and a later portion of the questionnaire was based on a 5-point Likert scale to identify our intended proposal. Methodology – A sample of 290 Indian hotel customers was considered. The focus of the preliminary study was on the psychometric properties of the scale constructs. This study focused heavily on the validity and reliability of the scales. The first-order constructs, SA Practises, Service VC, and GE, were tested for validity and reliability. Structural equation modelling (SCM) is used to determine the effects of SA on VC and GE. Approach – The identified factors were confirmed with confirmatory factor analysis (CFA) and the SEM technique was applied to reveal the exclusive as well as the complex relationships between SA, VC and GE. Findings – The results show that both SA and the service VC have a positive influence on GE. SA has an indirect and significant influence on GE, with the service VC playing a mediating role. The results show that both factors, SA and VC, have a positive influence on GE in the hotel industry, but SA has an indirect and significant influence on GE, and VC plays a mediating role. Originality of the research – the study suggests that SA may be able to improve GE in the hotel industry through its influence on VC
{"title":"ROLE OF SERVICE AUTOMATION ON GUEST EXPERIENCE OF HOTEL INDUSTRY","authors":"Swagat Praharaj, B. B. Mishra, U. Mishra, Rashmiranjan Panigrahi, P. Mishra","doi":"10.20867/thm.29.2.11","DOIUrl":"https://doi.org/10.20867/thm.29.2.11","url":null,"abstract":"Purpose – This study examines the impact of service automation (SA) on value creation (VC) and guest experience (GE) in the hotel industry to provide recommendations on how the hotel industry can rebuild from the impact of Covid-19 and meet future growth challenges. Design – The constructs of the variables were considered from previous literature. A twostep questionnaire was created to first identify demographics, years of experience, etc., and a later portion of the questionnaire was based on a 5-point Likert scale to identify our intended proposal. Methodology – A sample of 290 Indian hotel customers was considered. The focus of the preliminary study was on the psychometric properties of the scale constructs. This study focused heavily on the validity and reliability of the scales. The first-order constructs, SA Practises, Service VC, and GE, were tested for validity and reliability. Structural equation modelling (SCM) is used to determine the effects of SA on VC and GE. Approach – The identified factors were confirmed with confirmatory factor analysis (CFA) and the SEM technique was applied to reveal the exclusive as well as the complex relationships between SA, VC and GE. Findings – The results show that both SA and the service VC have a positive influence on GE. SA has an indirect and significant influence on GE, with the service VC playing a mediating role. The results show that both factors, SA and VC, have a positive influence on GE in the hotel industry, but SA has an indirect and significant influence on GE, and VC plays a mediating role. Originality of the research – the study suggests that SA may be able to improve GE in the hotel industry through its influence on VC","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"38 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67732211","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 research aims to analyze the application of cleanliness, health, safety, and environmental sustainability (CHSE) certification in the hotel business sector during the COVID-19 pandemic from the managers’ perspective. Methodology/Design/Approach – A qualitative research method was adopted and data were collected through in-depth interviews with 35 hotel managers. Six main themes were identified in the thematic analysis, including hotel business conditions during the COVID-19 pandemic, health conditions, cleanliness, safety measures and procedures, environmental sustainability practices, and perceptions of managers about CHSE certification. Findings – Results indicated that health protocol standards were the top priority of current management, followed by cleanliness and procedures to maintain guest and hotel employee safety. Originality of the research – This research provided theoretical implications regarding hotel business certification and standards during a pandemic, with cleanliness, health, safety, and environment being the top priorities. Operational implications showed that CHSE certification provided operational standards for the hotel industry during the pandemic and ensured guest safety and comfort. Based on these results, further research is recommended to obtain data from regulatory agencies that set certification policies, including the government, hotel guests, and hotel staff.
{"title":"Analyzing the application of cleanliness, health, safety, and environmental sustainability (CHSE) certification in the hotel business sector during the covid-19 pandemic: perspectives of managers","authors":"Pudin Saepudin, Fajar Kusnadi Kusumah Putra","doi":"10.20867/thm.29.4.4","DOIUrl":"https://doi.org/10.20867/thm.29.4.4","url":null,"abstract":"Purpose – This research aims to analyze the application of cleanliness, health, safety, and environmental sustainability (CHSE) certification in the hotel business sector during the COVID-19 pandemic from the managers’ perspective. Methodology/Design/Approach – A qualitative research method was adopted and data were collected through in-depth interviews with 35 hotel managers. Six main themes were identified in the thematic analysis, including hotel business conditions during the COVID-19 pandemic, health conditions, cleanliness, safety measures and procedures, environmental sustainability practices, and perceptions of managers about CHSE certification. Findings – Results indicated that health protocol standards were the top priority of current management, followed by cleanliness and procedures to maintain guest and hotel employee safety. Originality of the research – This research provided theoretical implications regarding hotel business certification and standards during a pandemic, with cleanliness, health, safety, and environment being the top priorities. Operational implications showed that CHSE certification provided operational standards for the hotel industry during the pandemic and ensured guest safety and comfort. Based on these results, further research is recommended to obtain data from regulatory agencies that set certification policies, including the government, hotel guests, and hotel staff.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"1 1","pages":""},"PeriodicalIF":1.3,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"67732225","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 – The food sector has embraced new technologies in customer service, including self-ordering kiosks (SOKs). Such a service allows customers to select, customize, and pay for their meals through a device or kiosk. This study investigates customer satisfaction and intentions to reuse SOKs in the fast food context. Methodology/Design/Approach – This empirical study is based on quantitative research; an online survey with a self-administered questionnaire was designed to measure customer satisfaction and intention to reuse SOKs among adult Thai McDonald’s customers in Bangkok. Findings – The results indicate that service quality dimensions, perceived value, and customer experience influence customer satisfaction, which in turn influences reuse intention. The results suggest that the fast food self-service ordering system is a unique service environment that requires its own focus in academic study and management. Practical implications - Management implications suggest that service standards for selfservice kiosks must be consistent with customer expectations during the customer-machine service encounter. Originality of the research - The study suggests that research needs to be responsive to the swift and ongoing changes in the technological environment, as these changes could affect customer experience; we also propose that more empirical research should be conducted in the Western context to examine differences in customer experience.
{"title":"Customer intention to reuse self-ordering kiosks in fast-food restaurant: the case of Bangkok, Thailand","authors":"Evangelia Marinakou, Charalampos Giousmpasoglou, Kanpisuth Sakulrungsap","doi":"10.20867/thm.29.4.6","DOIUrl":"https://doi.org/10.20867/thm.29.4.6","url":null,"abstract":"Purpose – The food sector has embraced new technologies in customer service, including self-ordering kiosks (SOKs). Such a service allows customers to select, customize, and pay for their meals through a device or kiosk. This study investigates customer satisfaction and intentions to reuse SOKs in the fast food context. Methodology/Design/Approach – This empirical study is based on quantitative research; an online survey with a self-administered questionnaire was designed to measure customer satisfaction and intention to reuse SOKs among adult Thai McDonald’s customers in Bangkok. Findings – The results indicate that service quality dimensions, perceived value, and customer experience influence customer satisfaction, which in turn influences reuse intention. The results suggest that the fast food self-service ordering system is a unique service environment that requires its own focus in academic study and management. Practical implications - Management implications suggest that service standards for selfservice kiosks must be consistent with customer expectations during the customer-machine service encounter. Originality of the research - The study suggests that research needs to be responsive to the swift and ongoing changes in the technological environment, as these changes could affect customer experience; we also propose that more empirical research should be conducted in the Western context to examine differences in customer experience.","PeriodicalId":45185,"journal":{"name":"Tourism and Hospitality Management-Croatia","volume":"100 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135594651","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：