Pub Date : 2021-07-04DOI: 10.1177/19389655211029912
D. Vashdi, Tal Katz-Navon, Marianna Delegach
Frontline hotel employees face a complex organizational environment that constantly makes multiple demands, creating a persistent trade-off between service as a key element of the organization’s strategy and other competing or even conflicting goals. This study proposes an integrated and unique way of discerning the relationship between service climate and service performance through the prism of surface and deep acting emotional labor and suggests a new dimension of the service climate—the service priority climate. Specifically, we examined employees’ use of emotional labor strategies as a mechanism that explains the relationship between service priority climate and service performance. We also investigated whether workload pressure influences this relationship. Using a multilevel, multisource study, we surveyed a sample of 245 hotel employees working in 39 departments and their direct managers. The results demonstrated that when employees regarded service as a priority compared with other competing goals, they used more deep acting emotional labor strategies, resulting in better service performance. However, this was apparent only when workload pressure was low. Implications for hospitality organizations are discussed.
{"title":"Service Priority Climate and Service Performance Among Hospitality Employees: The Role of Emotional Labor and Workload Pressure","authors":"D. Vashdi, Tal Katz-Navon, Marianna Delegach","doi":"10.1177/19389655211029912","DOIUrl":"https://doi.org/10.1177/19389655211029912","url":null,"abstract":"Frontline hotel employees face a complex organizational environment that constantly makes multiple demands, creating a persistent trade-off between service as a key element of the organization’s strategy and other competing or even conflicting goals. This study proposes an integrated and unique way of discerning the relationship between service climate and service performance through the prism of surface and deep acting emotional labor and suggests a new dimension of the service climate—the service priority climate. Specifically, we examined employees’ use of emotional labor strategies as a mechanism that explains the relationship between service priority climate and service performance. We also investigated whether workload pressure influences this relationship. Using a multilevel, multisource study, we surveyed a sample of 245 hotel employees working in 39 departments and their direct managers. The results demonstrated that when employees regarded service as a priority compared with other competing goals, they used more deep acting emotional labor strategies, resulting in better service performance. However, this was apparent only when workload pressure was low. Implications for hospitality organizations are discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"504 - 518"},"PeriodicalIF":3.5,"publicationDate":"2021-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211029912","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44910245","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-01DOI: 10.1177/19389655211025475
Lu Lu, Nathan Neale, Nathaniel D. Line, Mark Bonn
As the use of Amazon’s Mechanical Turk (MTurk) has increased among social science researchers, so, too, has research into the merits and drawbacks of the platform. However, while many endeavors have sought to address issues such as generalizability, the attentiveness of workers, and the quality of the associated data, there has been relatively less effort concentrated on integrating the various strategies that can be used to generate high-quality data using MTurk samples. Accordingly, the purpose of this research is twofold. First, existing studies are integrated into a set of strategies/best practices that can be used to maximize MTurk data quality. Second, focusing on task setup, selected platform-level strategies that have received relatively less attention in previous research are empirically tested to further enhance the contribution of the proposed best practices for MTurk usage.
{"title":"Improving Data Quality Using Amazon Mechanical Turk Through Platform Setup","authors":"Lu Lu, Nathan Neale, Nathaniel D. Line, Mark Bonn","doi":"10.1177/19389655211025475","DOIUrl":"https://doi.org/10.1177/19389655211025475","url":null,"abstract":"As the use of Amazon’s Mechanical Turk (MTurk) has increased among social science researchers, so, too, has research into the merits and drawbacks of the platform. However, while many endeavors have sought to address issues such as generalizability, the attentiveness of workers, and the quality of the associated data, there has been relatively less effort concentrated on integrating the various strategies that can be used to generate high-quality data using MTurk samples. Accordingly, the purpose of this research is twofold. First, existing studies are integrated into a set of strategies/best practices that can be used to maximize MTurk data quality. Second, focusing on task setup, selected platform-level strategies that have received relatively less attention in previous research are empirically tested to further enhance the contribution of the proposed best practices for MTurk usage.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"231 - 246"},"PeriodicalIF":3.5,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211025475","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45529906","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-01DOI: 10.1177/19389655211025472
F. Chen, Stephanie Q. Liu, A. Mattila
While the restaurant industry is seeing an unprecedented rise of ethnic restaurants, the existing hospitality literature provides little guidance on how to enhance perceived uniqueness of ethnic menu offerings through visual design. The present research offers an innovative marketing strategy (i.e., using real handwriting in menus) to boost consumer evaluations. From a consumer behavior perspective, we examine the impact of menu style (handwriting vs. print) and the moderating roles of restaurant busyness (busy vs. non-busy) and gender (female vs. male) on consumers’ menu processing. Findings of this research show that handwriting offers a competitive advantage when the restaurant is less busy and when the consumer is a male. Moreover, the moderated mediation results reveal that perceived uniqueness of ethnic menu offerings is the underlying mechanism explaining the impact of menu style, busyness, and gender on consumer attitudes toward the menu. Theoretical and managerial implications for hospitality managers are discussed.
{"title":"Ethnic Restaurants: Bringing Uniqueness to the Table Through Handwriting","authors":"F. Chen, Stephanie Q. Liu, A. Mattila","doi":"10.1177/19389655211025472","DOIUrl":"https://doi.org/10.1177/19389655211025472","url":null,"abstract":"While the restaurant industry is seeing an unprecedented rise of ethnic restaurants, the existing hospitality literature provides little guidance on how to enhance perceived uniqueness of ethnic menu offerings through visual design. The present research offers an innovative marketing strategy (i.e., using real handwriting in menus) to boost consumer evaluations. From a consumer behavior perspective, we examine the impact of menu style (handwriting vs. print) and the moderating roles of restaurant busyness (busy vs. non-busy) and gender (female vs. male) on consumers’ menu processing. Findings of this research show that handwriting offers a competitive advantage when the restaurant is less busy and when the consumer is a male. Moreover, the moderated mediation results reveal that perceived uniqueness of ethnic menu offerings is the underlying mechanism explaining the impact of menu style, busyness, and gender on consumer attitudes toward the menu. Theoretical and managerial implications for hospitality managers are discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"465 - 478"},"PeriodicalIF":3.5,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211025472","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45838321","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-30DOI: 10.1177/19389655211028143
Linchi Kwok, Jungwoo Lee, Spring H. Han
This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that hotels shared five types of COVID-19 (Prevention, Reminding, Ingratiation, Victimage, and Updates) versus Non-COVID-19 messages. Descriptive analysis and a series of t test, analysis of variance, and post hoc analyses reveal that hotels did not share any COVID-19 information until March 2020. Moreover, COVID-19 messages only accounted for about 20% of all messages, among which hotels shared Ingratiation and Updates messages most often. COVID-19 messages received more reactions, comments, and shares/retweets than Non-COVID-19 messages on both Facebook and Twitter, indicating the attention paid to the COVID-19 messages posted on a business’ social media page, which can help businesses spread the information in their networks. Specifically, Prevention, Reminding (although underused), Ingratiation, Updates, and messages with photos and videos received more attention. Such findings extend the crisis communication literature and help businesses develop effective communication strategies to engage their stakeholders on social media during the pandemic.
{"title":"Crisis Communication on Social Media: What Types of COVID-19 Messages Get the Attention?","authors":"Linchi Kwok, Jungwoo Lee, Spring H. Han","doi":"10.1177/19389655211028143","DOIUrl":"https://doi.org/10.1177/19389655211028143","url":null,"abstract":"This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that hotels shared five types of COVID-19 (Prevention, Reminding, Ingratiation, Victimage, and Updates) versus Non-COVID-19 messages. Descriptive analysis and a series of t test, analysis of variance, and post hoc analyses reveal that hotels did not share any COVID-19 information until March 2020. Moreover, COVID-19 messages only accounted for about 20% of all messages, among which hotels shared Ingratiation and Updates messages most often. COVID-19 messages received more reactions, comments, and shares/retweets than Non-COVID-19 messages on both Facebook and Twitter, indicating the attention paid to the COVID-19 messages posted on a business’ social media page, which can help businesses spread the information in their networks. Specifically, Prevention, Reminding (although underused), Ingratiation, Updates, and messages with photos and videos received more attention. Such findings extend the crisis communication literature and help businesses develop effective communication strategies to engage their stakeholders on social media during the pandemic.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"528 - 543"},"PeriodicalIF":3.5,"publicationDate":"2021-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211028143","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47805443","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-17DOI: 10.1177/19389655211020254
Jaewook Kim, Sung in Kim, Minwoo Lee
Due to service product characteristics and a mix of complex sales, it is crucial for hotel firms to efficiently design limited physical spaces that serve multiple purposes to optimize revenue and maximize profit. Since luxury hotel properties have different operation strategies than limited-service hotels, their operational efficiency should be a reference during strategic decision-making processes. Primary research purpose is to identify the most efficient operation model for luxury hotel properties. The study computed operation efficiency scores using the data envelopment analysis approach to rank the property efficiency of 37 fully equipped luxury hotels in the United States. Each property can utilize slack analysis to discover a strategic benchmarking company (best efficient frontier) and intuitive strategic recommendations and gain superior input and output productivity. Tobit model analysis provides supplemental understandings regarding the additional operational factors impacting luxury hotel properties’ efficiency score variations. Operating efficiency was found to be achieved by multiple operating inputs and influenced by relative price, fixed costs, and management systems. Theoretical comprehensiveness of luxury service mix has been empirically tested by highlighting efficiency as a key measure. In addition, RevPAR’s ratio on TRevPAR further highlights the importance for luxury hotels to increase non-room sales and revenues to accomplish efficiency.
{"title":"What to Sell and How to Sell Matters: Focusing on Luxury Hotel Properties’ Business Performance and Efficiency","authors":"Jaewook Kim, Sung in Kim, Minwoo Lee","doi":"10.1177/19389655211020254","DOIUrl":"https://doi.org/10.1177/19389655211020254","url":null,"abstract":"Due to service product characteristics and a mix of complex sales, it is crucial for hotel firms to efficiently design limited physical spaces that serve multiple purposes to optimize revenue and maximize profit. Since luxury hotel properties have different operation strategies than limited-service hotels, their operational efficiency should be a reference during strategic decision-making processes. Primary research purpose is to identify the most efficient operation model for luxury hotel properties. The study computed operation efficiency scores using the data envelopment analysis approach to rank the property efficiency of 37 fully equipped luxury hotels in the United States. Each property can utilize slack analysis to discover a strategic benchmarking company (best efficient frontier) and intuitive strategic recommendations and gain superior input and output productivity. Tobit model analysis provides supplemental understandings regarding the additional operational factors impacting luxury hotel properties’ efficiency score variations. Operating efficiency was found to be achieved by multiple operating inputs and influenced by relative price, fixed costs, and management systems. Theoretical comprehensiveness of luxury service mix has been empirically tested by highlighting efficiency as a key measure. In addition, RevPAR’s ratio on TRevPAR further highlights the importance for luxury hotels to increase non-room sales and revenues to accomplish efficiency.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":" ","pages":""},"PeriodicalIF":3.5,"publicationDate":"2021-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211020254","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45721136","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-15DOI: 10.1177/19389655211022660
Kawon Kim, Melissa A. Baker
Some of the luxury consumption literature suggests that luxury consumption is a beneficial social signal for the actor which facilitates social interaction. However, a different stream of recent research suggests that luxury consumption bears social costs to the actor. In the employee–customer interaction context, wearing luxury brands can either benefit or backfire for the employee depending on the situation whether luxury status or warmth is necessary. Based on the gaps in the literature, this study examines the impact of employee conspicuous cues by utilizing luxury consumption and elitism attitude on employee–customer rapport and behavioral intentions. The study results show that employees wearing luxury brands increase customers’ perceived impression management toward the employee. Such perception is strengthened when employees show an elitism attitude. In addition, when employees wear luxury brands, customers are more likely to build rapport with employees when they show a democratic attitude, as they perceive the employees are less likely to involve in impression management than showing an elitism attitude. The results build upon the luxury hospitality literature, aesthetic labor, impression management, and rapport literature.
{"title":"Luxury Branding in the Hospitality Industry: The Impact of Employee’s Luxury Appearance and Elitism Attitude","authors":"Kawon Kim, Melissa A. Baker","doi":"10.1177/19389655211022660","DOIUrl":"https://doi.org/10.1177/19389655211022660","url":null,"abstract":"Some of the luxury consumption literature suggests that luxury consumption is a beneficial social signal for the actor which facilitates social interaction. However, a different stream of recent research suggests that luxury consumption bears social costs to the actor. In the employee–customer interaction context, wearing luxury brands can either benefit or backfire for the employee depending on the situation whether luxury status or warmth is necessary. Based on the gaps in the literature, this study examines the impact of employee conspicuous cues by utilizing luxury consumption and elitism attitude on employee–customer rapport and behavioral intentions. The study results show that employees wearing luxury brands increase customers’ perceived impression management toward the employee. Such perception is strengthened when employees show an elitism attitude. In addition, when employees wear luxury brands, customers are more likely to build rapport with employees when they show a democratic attitude, as they perceive the employees are less likely to involve in impression management than showing an elitism attitude. The results build upon the luxury hospitality literature, aesthetic labor, impression management, and rapport literature.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"1 1","pages":"193896552110226"},"PeriodicalIF":3.5,"publicationDate":"2021-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211022660","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45010162","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-05-29DOI: 10.1177/19389655211016831
Sann Ryu, Yun-na Park, Jungkun Park
The purpose of this study is to examine how varying levels of brand familiarity and photographic image quality of hotel pictures influence consumers’ perceptions about luxury hotel services and att...
{"title":"Looks Clear and Sounds Familiar: How Consumers Form Inferential Beliefs About Luxury Hotel Service Quality","authors":"Sann Ryu, Yun-na Park, Jungkun Park","doi":"10.1177/19389655211016831","DOIUrl":"https://doi.org/10.1177/19389655211016831","url":null,"abstract":"The purpose of this study is to examine how varying levels of brand familiarity and photographic image quality of hotel pictures influence consumers’ perceptions about luxury hotel services and att...","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"1 1","pages":"193896552110168"},"PeriodicalIF":3.5,"publicationDate":"2021-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211016831","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43940552","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-05-29DOI: 10.1177/19389655211017449
Minjung Shin, K. Back, Choong‐Ki Lee, Young-Sub Lee
This research explores the social mechanism of luxury hotel membership programs and extends current loyalty program literature that has mainly examined membership programs from a mental-accounting ...
{"title":"The Loyalty Program for Our Self-Esteem: The Role of Collective Self-Esteem in Luxury Hotel Membership Programs","authors":"Minjung Shin, K. Back, Choong‐Ki Lee, Young-Sub Lee","doi":"10.1177/19389655211017449","DOIUrl":"https://doi.org/10.1177/19389655211017449","url":null,"abstract":"This research explores the social mechanism of luxury hotel membership programs and extends current loyalty program literature that has mainly examined membership programs from a mental-accounting ...","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"1 1","pages":"193896552110174"},"PeriodicalIF":3.5,"publicationDate":"2021-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211017449","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42728269","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-05-28DOI: 10.1177/19389655211016829
J. O’Neill, J. Yeon
Previous research regarding the costs and benefits of hotel room rate discounting during recessionary times has produced mixed results and recommendations. However, it has become clear that virtually all hotels offer discounted room rates during economic recessions, regardless of the conclusions of research studies, and that includes the recession that began in 2020. Media reports have indicated that certain rogue hotels are quick to offer discounted room rates during the early months of recessions, and therefore, operators of other hotels in their competitive set feel compelled to follow the lead, perhaps regretfully. This study found that while virtually all hotels offered discounted room rates during the recession of 2008 and 2009, there was variability in discounting during the early months of the recession. As a result, we sought to explore recessionary variability of room rate discounting, and to provide an empirical, nuanced perspective regarding the effectiveness of such discounting. Notably, we found the effectiveness of recessionary discounting varied depending on the class of hotel, with higher class establishments experiencing different outcomes from discounting than hotels categorized as relatively lower class properties.
{"title":"Hotel Room Rate Discounting During Recessionary Times: Effects by Hotel Class","authors":"J. O’Neill, J. Yeon","doi":"10.1177/19389655211016829","DOIUrl":"https://doi.org/10.1177/19389655211016829","url":null,"abstract":"Previous research regarding the costs and benefits of hotel room rate discounting during recessionary times has produced mixed results and recommendations. However, it has become clear that virtually all hotels offer discounted room rates during economic recessions, regardless of the conclusions of research studies, and that includes the recession that began in 2020. Media reports have indicated that certain rogue hotels are quick to offer discounted room rates during the early months of recessions, and therefore, operators of other hotels in their competitive set feel compelled to follow the lead, perhaps regretfully. This study found that while virtually all hotels offered discounted room rates during the recession of 2008 and 2009, there was variability in discounting during the early months of the recession. As a result, we sought to explore recessionary variability of room rate discounting, and to provide an empirical, nuanced perspective regarding the effectiveness of such discounting. Notably, we found the effectiveness of recessionary discounting varied depending on the class of hotel, with higher class establishments experiencing different outcomes from discounting than hotels categorized as relatively lower class properties.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"544 - 558"},"PeriodicalIF":3.5,"publicationDate":"2021-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211016829","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45854765","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-05-21DOI: 10.1177/19389655211014470
David Lopez Mateos, Maxime C. Cohen, Nancy Pyron
Field experimentation has been widely adopted as an optimization technique in product design and marketing in several industries. Companies have successfully used field experimentation to reduce costs, increase revenues, and maintain an edge in their customer experience in highly competitive environments. However, in certain quantitative applications, such as revenue management in hospitality, to the authors’ knowledge, there is little publicly documented work on experimentation, and its use remains the privilege of big corporate brands with a small market share. This article discusses the likely causes of the sparse adoption of field experimentation for revenue management in hospitality. It also outlines opportunities that field experimentation can bring to accommodation managers and describes specific types of experimental designs that can help exploit those opportunities. By explicitly addressing the complexities of revenue management, this article aims to start a conversation about experimentation in hospitality that should benefit the industry as a whole.
{"title":"Field Experiments for Testing Revenue Strategies in the Hospitality Industry","authors":"David Lopez Mateos, Maxime C. Cohen, Nancy Pyron","doi":"10.1177/19389655211014470","DOIUrl":"https://doi.org/10.1177/19389655211014470","url":null,"abstract":"<p>Field experimentation has been widely adopted as an optimization technique in product design and marketing in several industries. Companies have successfully used field experimentation to reduce costs, increase revenues, and maintain an edge in their customer experience in highly competitive environments. However, in certain quantitative applications, such as revenue management in hospitality, to the authors’ knowledge, there is little publicly documented work on experimentation, and its use remains the privilege of big corporate brands with a small market share. This article discusses the likely causes of the sparse adoption of field experimentation for revenue management in hospitality. It also outlines opportunities that field experimentation can bring to accommodation managers and describes specific types of experimental designs that can help exploit those opportunities. By explicitly addressing the complexities of revenue management, this article aims to start a conversation about experimentation in hospitality that should benefit the industry as a whole.</p>","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"56 1","pages":""},"PeriodicalIF":3.5,"publicationDate":"2021-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138530234","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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