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Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience 个人价值观和社会价值观对豪华温泉酒店顾客参与的影响:感知公正和品牌体验的中介作用
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-07-13 DOI: 10.1177/14673584231188847
Arnold Japutra, S. Loureiro, S. Molinillo, Haryani Primanti
This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model was assessed using partial least squares structural equation modeling. The results show that individual values affect perceived justice and brand experience, which in turn contribute to a higher level of customer engagement. Brand experience is a better mediator of the relationship between individual values and customer engagement than perceived justice. The novelty of this study is highlighted by the mediating effects of perceived justice and brand experience on the relationship between individual values and customer engagement.
本研究旨在检验在温泉酒店环境下管理服务失败后,价值观(即个人和社会价值观)如何影响客户参与度,以及感知正义和品牌体验的中介作用。数据来自对葡萄牙豪华温泉酒店客人的调查,并使用偏最小二乘结构方程模型对研究模型进行了评估。结果表明,个人价值观影响感知公正和品牌体验,进而有助于提高客户参与度。品牌体验是个人价值观和客户参与度之间关系的更好中介,而不是感知正义。本研究的新颖之处在于感知正义和品牌体验对个人价值观和客户参与之间关系的中介作用。
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引用次数: 1
Striking a paradoxical balance: Shakespearean insights for hospitality management 一个矛盾的平衡:莎士比亚对酒店管理的见解
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-07-09 DOI: 10.1177/14673584231188917
Mohammad Shahidul Islam
This paper examines how Shakespeare’s thoughts on hospitality still resonate with modern-day hotel guests. Focusing on three plays - Romeo and Juliet, Macbeth, and The Tempest - we analyze the nuances of hospitality as depicted by Shakespeare and explore the implications of his insights for modern hotel managers. Shakespeare’s portrayal of hospitality as paradoxical highlights the importance of balancing customer expectations and corporate goals to enhance guest satisfaction and loyalty. Drawing from the mentioned plays, we propose practical strategies for creating a hospitable environment and building positive guest-employee reciprocity and relationships. This paper provides significant conceptual implications for the hospitality industry and offers actionable insights by proposing a business model for hotel managers to adapt Shakespearean hospitality concepts into practice.
本文探讨了莎士比亚关于好客的思想是如何在现代酒店客人中产生共鸣的。以《罗密欧与朱丽叶》、《麦克白》和《暴风雨》三部戏剧为中心,我们分析了莎士比亚笔下好客的细微差别,并探讨了他的见解对现代酒店经理的启示。莎士比亚将热情好客描述为自相矛盾,强调了平衡客户期望和企业目标以提高客人满意度和忠诚度的重要性。从上述剧本中,我们提出了创造热情好客的环境和建立积极的员工互惠关系的实用策略。本文为酒店业提供了重要的概念启示,并通过为酒店经理提出一种商业模式来将莎士比亚的酒店理念付诸实践,提供了可操作的见解。
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引用次数: 0
Going digital with multisided-platforms: Assessing the innovation adoption process from the perspectives of travel agents 利用多边平台实现数字化:从旅行社的角度评估创新采用过程
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-07-01 DOI: 10.1177/14673584231186535
Suhaib Aamir, N. Atsan, Mohammad Saud Khan
Travel agents’ adoption of digital technologies to digitally transform their businesses has seen a rapid surge in recent years in the tourism industry. Multisided Platforms (MSPs) have been one of those digital technologies that digitally transformed brick-and-mortar travel agents to have access to online tools and modules for searching, comparing, and booking travel content. This study examines the factors that are taken into consideration by travel agents in the three phases of the adoption process, namely, pre-adoption, during-adoption, and post-adoption phases. A qualitative study was taken up for this purpose and seventeen semi-structured interviews were conducted with international travel agents. The findings of this study were twofold. First, the findings of the study adhered to the existing factors of the diffusion of innovation (DOI) model such as relative advantage, compatibility, complexity, trialability, and observability, as crucial factors for adopting MSPs. Second, the findings of the study extended the DOI model by proposing two other factors, supportability, and integrability, which were deemed crucial by travel agents when adopting MSPs. The study shows that as part and parcel of the DOI model, travel agents by adopting MSPs get access to global content from multiple-channels and multiple-providers easily and securely. The study discusses practical and theoretical implications.
近年来,旅行社采用数字技术对其业务进行数字化转型的做法在旅游业迅速兴起。多边平台(MSP)是对实体旅行社进行数字化改造的数字技术之一,使其能够访问用于搜索、比较和预订旅行内容的在线工具和模块。本研究考察了旅行社在收养过程的三个阶段,即收养前、收养期间和收养后阶段所考虑的因素。为此进行了一项定性研究,并对国际旅行社进行了17次半结构化访谈。这项研究的结果是双重的。首先,研究结果坚持了创新扩散(DOI)模型的现有因素,如相对优势、兼容性、复杂性、可试验性和可观察性,作为采用MSP的关键因素。其次,该研究的结果扩展了DOI模型,提出了另外两个因素,即可支持性和可积性,旅行社在采用MSP时认为这两个因素至关重要。研究表明,作为DOI模式的一部分,旅行社通过采用MSP,可以轻松安全地从多个渠道和多个提供商访问全球内容。该研究讨论了实际和理论意义。
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引用次数: 0
The effect of health-perceived risks on domestic travel intention: The moderating role of destination image 健康感知风险对国内旅游意愿的影响:目的地形象的调节作用
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-06-21 DOI: 10.1177/14673584231172376
Asad A. Aburumman, Mohamed Abou-Shouk, Nagwa Zouair, M. Abdel-Jalil
Domestic travel is a significant path to revive tourism during crises. Tourist destinations use it to compensate for the decline in international tourist arrivals. This study aims to investigate the influence of risks of health crises on domestic travel intention in the UAE, Egypt, and Jordan. It also measures the moderation role of destination image to decrease the impact of health-perceived risks on local travel intentions. A questionnaire was addressed to domestic tourists in the three countries (i.e. UAE, Egypt, and Jordan) to collect data and findings revealed that health risks are of negative influence on local travel intention, and that safe destination image partially decreases the negative impact of perceived risks on travel intentions. Significant implications for destination planners and marketers are then presented.
在危机期间,国内旅行是振兴旅游业的重要途径。旅游目的地利用它来弥补国际游客数量的下降。本研究旨在调查健康危机风险对阿联酋、埃及和约旦国内旅行意愿的影响。它还衡量了目的地形象的调节作用,以减少健康感知风险对当地旅行意向的影响。对三个国家(即阿联酋、埃及和约旦)的国内游客进行了问卷调查,以收集数据。调查结果显示,健康风险对当地旅行意向有负面影响,安全的目的地形象部分降低了感知风险对旅行意向的负面影响。然后介绍了对目的地规划者和营销人员的重要影响。
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引用次数: 0
Benefit-triggered or trust-guided? Investigation of customers’ perceptions towards AI-adopting hotels amid and post COVID-19 pandemic 利益导向还是信任导向?在COVID-19大流行期间和之后,调查客户对采用人工智能的酒店的看法
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-06-20 DOI: 10.1177/14673584231184161
K. Ghazi, H. Kattara, I. Salem, Mohammad Nabil Shaaban
This research exhibits and empirically validates an expansion of the Unified Theory of Acceptance and Use of Technology (UTAUT2) and integrates artificial intelligence (AI) and pandemic threats to explain customers’ utilitarian-versus-emotional behavioral intentions towards AI-adopting hotels amid and post-COVID-19. Utilizing data gathered from 416 customers, the findings confirmed that customers’ perceived importance of AI amid and post-COVID-19 has a direct positive effect on their behavioral intentions towards hotels adopting those technologies, with perceived benefits of technology playing a more significant mediating role than customers’ trust intervening in that correlation. This provides evidence for the utilitarian perception of customers during crises and offers updated insights into the dynamics that constitute and trigger hotel customers’ behavioral intentions toward AI. The results provide hoteliers with a valid understanding and rationalization of how to utilize AI to address customers’ crucial concerns and interests amid and post-COVID-19 and in similar crises.
本研究展示并实证验证了技术接受和使用统一理论(UTAUT2)的扩展,并整合了人工智能(AI)和大流行威胁,以解释客户在COVID-19期间和之后对使用AI的酒店的效用主义-反对情绪行为意图。利用从416名客户收集的数据,研究结果证实,在新冠肺炎期间和之后,客户对人工智能的感知重要性对他们对采用这些技术的酒店的行为意图有直接的积极影响,与客户的信任相比,技术的感知利益在这种相关性中发挥着更重要的中介作用。这为危机期间客户的功利感知提供了证据,并为构成和触发酒店客户对人工智能的行为意图的动态提供了最新的见解。研究结果为酒店经营者提供了一个有效的理解和合理化,即如何利用人工智能来解决客户在COVID-19期间和之后以及类似危机中的关键问题和利益。
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引用次数: 0
Reflections on hypermobility: A study of business travelers during the COVID-19 pandemic 对过度流动性的思考:对2019冠状病毒病大流行期间商务旅行者的研究
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-06-13 DOI: 10.1177/14673584231184160
Orit Unger, Natan Uriely
The temporary cessation of air travel imposed by the COVID-19 pandemic provided business travelers with an opportunity to mentally “zoom out” and reflect on their suspended hypermobile lifestyle. The present study used these circumstances to reexamine three key issues in the literature pre-pandemic: (a) the costs and benefits of a hypermobile lifestyle; (b) the justification of business trips given the option of online meetings; and (c) the role of tourism in shaping the business trip experience. An interpretive analysis of in-depth interviews with grounded business travelers conducted at the height of the pandemic revealed that the lack of frequent travel improved work-life balance but evoked a longing for tourism-related experiences, such as change, novelty, and pleasure. Grounded business travelers also proclaimed that the lack of physical proximity to colleagues caused by the suspension of travel was followed by difficulties in generating new business relationships and nurturing creativity at work. The study presented the costs and benefits of immobility as a reverse image of hypermobility, reinforcing the notion of hypermobility as a stressful but exciting lifestyle. It showed that physical proximity with colleagues cannot be fully replaced by online meetings, supporting the opinion that stresses the need for business trips. By suggesting that tourism-related experiences serve as anchor points for the reconstruction of memories and longing in the minds of grounded business travelers, the study confirmed that tourism-related experiences are important components of business trips.
新冠肺炎大流行导致的航空旅行暂时停止,为商务旅行者提供了一个在精神上“缩小”并反思他们暂停的超移动生活方式的机会。本研究利用这些情况重新审查了流行病前文献中的三个关键问题:(a)过度流动生活方式的成本和收益;(b)在选择在线会议的情况下,出差的理由;(c)旅游在塑造商务旅行体验中的作用。在疫情最严重的时候,一项对被禁商务旅行者的深度访谈进行的解释性分析显示,缺乏频繁的旅行改善了工作与生活的平衡,但唤起了对与旅游相关的体验的渴望,如变化、新奇和快乐。“脚踏实地”的商务旅行者还表示,由于旅行暂停,他们无法与同事进行身体接触,因此很难建立新的业务关系,也很难在工作中培养创造力。该研究将不动的成本和收益作为过度动的反面,强化了过度动作为一种有压力但令人兴奋的生活方式的概念。研究表明,与同事的身体接触不能完全被在线会议取代,这支持了强调出差必要性的观点。研究表明,与旅游相关的体验是在脚踏实地的商务旅行者的头脑中重建记忆和渴望的锚点,证实了与旅游相关的体验是商务旅行的重要组成部分。
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引用次数: 0
They sell Shawarma and pain: How do refugee entrepreneurs include host-country citizens? Evidence from a non-Western country 他们兜售Shawarma和痛苦:难民企业家如何将东道国公民包括在内?来自非西方国家的证据
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-06-10 DOI: 10.1177/14673584231182992
Mohamed Mousa, Hala A. Abdelgaffar
The aim of this paper is to explore how Syrian entrepreneurs in Egypt might ensure the inclusion of Egyptian employees in their restaurants in return for gratitude for the good treatment they receive from that country. The empirical sample comprises 54 semi-structured interviews with employees working full-time in restaurants owned by Syrians in Egypt. The findings showed that the previous disappointments and hardships of the refugees shape their way of thinking and behaving. The interviews indicated that Syrian refugees in Egypt return the gratitude they receive from their host country with long working hours, low financial incentives, and second-class treatment for their Egyptian employees. Moreover, the findings also indicated that guaranteeing Syrian entrepreneurs ongoing action resources (access to education, health, the labour market), emancipative values (ongoing tolerance from the host-country citizens) and civic entitlement (laws to secure freedom for Syrian refugees) might result in him or her feeling like the master that the citizens of the host country should please because he has suffered a lot in his country of origin.
本文的目的是探讨在埃及的叙利亚企业家如何确保埃及员工加入他们的餐厅,以换取对他们从该国得到的良好待遇的感激。实证样本包括对埃及叙利亚人拥有的餐馆全职员工的54次半结构化访谈。调查结果表明,难民以前的失望和苦难影响了他们的思维和行为方式。采访表明,在埃及的叙利亚难民回报了他们从东道国得到的感激之情,他们的工作时间长,经济激励低,埃及雇员受到二等待遇。此外,调查结果还表明,保障叙利亚企业家的持续行动资源(获得教育、卫生、劳动力市场),解放价值观(东道国公民持续的宽容)和公民权利(确保叙利亚难民自由的法律)可能会让他或她觉得自己是东道国公民应该取悦的主人,因为他在原籍国遭受了很多痛苦。
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引用次数: 0
Relational exchanges in the tourism distribution channels: An exploratory study on accommodation providers and tour operators 旅游分销渠道中的关系交流——对住宿提供商和旅游经营者的探索性研究
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-06-08 DOI: 10.1177/14673584231182956
Liyong Wang
Distribution channel relationships are highly relevant in the tourism industry. The social exchange theory (SET) is a popular theoretical framework for exploring such inter-organizational relationships because it concerns economic and social interactions. However, the social exchange theory has rarely been applied to the tourism industry. The current study addresses this research gap and applies the social exchange theory in tourism. In-depth interviews were conducted with accommodation providers and tour operators in Japan to examine the dynamics of their relationships. Respondents confirmed the importance and difficulty of managing distribution channel relationships. Due to growing online platforms, traditional tour operators are losing channel power and accommodation providers depend less on them. Nevertheless, both sides highlighted the importance of commitment to maintain long-term healthy relationships. Apart from the theoretical contribution, this study also provides valuable managerial implications. It recommends that accommodation providers should develop a consistent multi-channel strategy and pricing strategy to avoid unnecessary channel conflicts with intermediaries. Traditional tour operators should innovate themselves in order not to be disintermediated, instead of relying on the old business model.
分销渠道关系在旅游业中是高度相关的。社会交换理论(SET)是研究这种组织间关系的一个流行的理论框架,因为它涉及经济和社会互动。然而,社会交换理论很少应用于旅游业。本研究填补了这一研究空白,并将社会交换理论应用于旅游研究。我们对日本的住宿供应商和旅游经营者进行了深入的采访,以研究他们之间关系的动态。受访者确认了管理分销渠道关系的重要性和难度。由于在线平台的发展,传统的旅游运营商正在失去渠道力量,住宿供应商对它们的依赖也在减少。然而,双方强调了承诺维持长期健康关系的重要性。除了理论贡献外,本研究也提供了有价值的管理启示。它建议住宿供应商应制定一致的多渠道策略和定价策略,以避免与中介机构发生不必要的渠道冲突。传统的旅游经营者应该自我创新,以避免被脱媒,而不是依赖旧的商业模式。
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引用次数: 0
Transformative experiences in tourism: A conceptual and critical analysis integrating consumer and managerial perspectives 旅游业的变革性体验:整合消费者和管理视角的概念和批判性分析
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-06-08 DOI: 10.1177/14673584231182971
D. Amaro, A. Caldeira, C. Seabra
Transformative tourism experiences are gaining increasing attention due to a shift in research towards longer-lasting experiences that have a greater impact on tourists' happiness. However, the existing body of knowledge on this topic remains disjointed, with different approaches appearing to be disconnected. Therefore, the purpose of this conceptual paper is to further clarify and integrate various theories and lines of research on transformative tourist experiences. It proposes a managerial approach, as an offering, within the framework of the experience economy, and a consumer approach, as an inner-oriented product, within the scope of transformation experiences theories. Although these perspectives may seem quite dissimilar, they are complementary, as inner changes in tourists must occur for any offer to be truly transformative. This paper aims to provide a more coherent and comprehensive conceptualization of transformative experiences by incorporating both managerial and consumer perspectives. It also pretends to support tourism stakeholders and destination planners in designing and developing more impactful and potentially transformative tourism experiences.
由于研究转向对游客幸福感有更大影响的更持久体验,变革性旅游体验正越来越受到关注。然而,关于这一主题的现有知识体系仍然是脱节的,不同的方法似乎是脱节的。因此,本概念性论文的目的是进一步澄清和整合关于变革性旅游体验的各种理论和研究路线。它提出了一种在体验经济框架内作为产品的管理方法,以及在转型体验理论范围内作为内部导向产品的消费者方法。尽管这些观点看起来很不一样,但它们是互补的,因为游客的内心必须发生变化,任何报价才能真正具有变革性。本文旨在通过结合管理和消费者视角,对变革体验进行更连贯、更全面的概念化。它还假装支持旅游业利益相关者和目的地规划者设计和开发更具影响力和潜在变革性的旅游体验。
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引用次数: 0
Status of homestay tourism in Indian Himalayan region: Analysis of customer review and policy support for sustainable tourism 印度喜马拉雅地区民宿旅游现状:可持续旅游的客户评价和政策支持分析
IF 3.5 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-05-15 DOI: 10.1177/14673584231170578
Smriti Thakur, Sagar Sood, R. Singh, Ranjeet Singh
Homestays, which have emerged as a popular idea in the growing tourism industry, act as the most suitable alternative to encourage sustainable tourism activities in the Indian Himalayan Region (IHR). Homestay tourism not only provides economic benefits to rural communities but also promotes local art, architecture, traditions, and food habits. The objective of this study was to determine the distribution of homestays in the IHR and to evaluate and compare homestay management facilities between states; between rural and urban homestays; and based on reviews and ratings from previous guests. The study included all of IHR’s states and union territories. The data for the number of homestays, ratings, and reviews of guests were taken from the popular travel booking sites with the help of a data extracting tool. According to the findings, Himachal Pradesh had the highest number of homestays (968), while Tripura had the least number of homestays (3), compared to all other states and union territories. The homestays in Jammu and Kashmir received the highest ratings. In Himachal Pradesh, homestays were available at a variety of pricing points, ranging from 300 to 38,000 INR a night. Overall, it was observed that rural homestays were equally good as their counterparts in urban areas when the hospitality standards of the rural and urban homestays were compared. To boost the effectiveness of this programme in IHR, the study’s findings may be used to design local policies, rules, and incentive programmes for the areas in which they will be put into practise.
寄宿家庭在不断发展的旅游业中已经成为一个流行的想法,是鼓励印度喜马拉雅地区可持续旅游活动的最合适的选择。民宿旅游不仅为农村社区带来经济效益,而且还促进了当地的艺术、建筑、传统和饮食习惯。本研究的目的是确定《国际卫生条例》中寄宿家庭的分布情况,并评估和比较各州之间的寄宿家庭管理设施;城乡民宿之间;根据之前客人的评论和评分。该研究包括《国际卫生条例》的所有邦和联邦属地。在数据提取工具的帮助下,民宿数量、评分和客人评论的数据是从流行的旅游预订网站上获取的。根据调查结果,与所有其他邦和联邦属地相比,喜马偕尔邦的寄宿家庭数量最多(968家),而特里普拉邦的寄宿家庭数量最少(3家)。查谟和克什米尔的民宿获得了最高的评价。在喜马偕尔邦,民宿的价格各不相同,从每晚300卢比到38,000卢比不等。总的来说,当比较农村和城市寄宿家庭的招待标准时,可以观察到农村寄宿家庭与城市寄宿家庭一样好。为了提高该规划在《国际卫生条例》中的有效性,该研究的结果可用于设计地方政策、规则和奖励规划,并在这些地区付诸实施。
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引用次数: 2
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Tourism and Hospitality Research
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