Pub Date : 2022-07-11DOI: 10.1177/19389655221108334
J. Kandampully, Anil Bilgihan, Allard C. R. van Riel, Anuj Sharma
Hospitality exists from the grassroots level of society upward and plays a central role in the global economy. For the many organizations active in this sector and the societies they are based in, innovation in hospitality services is considered their lifeblood. Recent advancements in digitalization, artificial intelligence, robotics, communications technologies, and platform-based new business models are transforming the global business environment at a rapid pace. However, unlike many other service sectors, the hospitality and tourism sectors are unique in their focus on people, experiences, and the wider ecosystem (i.e., society and the environment). The unique makeup of the hospitality sector, therefore, demands a distinctive approach to innovation. This study aims to examine service innovation with a focus on the hospitality sector. It provides a holistic theoretical framework and proposes an agenda for future research. The framework suggests the hospitality experience to be at the core of innovation in this sector. Consequently, hospitality firms must focus on creating value through both technological and nontechnological innovation. This innovation must be facilitated in a symbiotic manner, with a strong focus on people at its center, showcasing the “soul” of the hospitality across the extended “footprints” of the experience.
{"title":"Toward Holistic Experience-Oriented Service Innovation: Co-Creating Sustainable Value With Customers and Society","authors":"J. Kandampully, Anil Bilgihan, Allard C. R. van Riel, Anuj Sharma","doi":"10.1177/19389655221108334","DOIUrl":"https://doi.org/10.1177/19389655221108334","url":null,"abstract":"Hospitality exists from the grassroots level of society upward and plays a central role in the global economy. For the many organizations active in this sector and the societies they are based in, innovation in hospitality services is considered their lifeblood. Recent advancements in digitalization, artificial intelligence, robotics, communications technologies, and platform-based new business models are transforming the global business environment at a rapid pace. However, unlike many other service sectors, the hospitality and tourism sectors are unique in their focus on people, experiences, and the wider ecosystem (i.e., society and the environment). The unique makeup of the hospitality sector, therefore, demands a distinctive approach to innovation. This study aims to examine service innovation with a focus on the hospitality sector. It provides a holistic theoretical framework and proposes an agenda for future research. The framework suggests the hospitality experience to be at the core of innovation in this sector. Consequently, hospitality firms must focus on creating value through both technological and nontechnological innovation. This innovation must be facilitated in a symbiotic manner, with a strong focus on people at its center, showcasing the “soul” of the hospitality across the extended “footprints” of the experience.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"161 - 183"},"PeriodicalIF":3.5,"publicationDate":"2022-07-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43706874","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 : 2022-07-01DOI: 10.1177/19389655221102384
Linda Canina, G. Potter
Studies have documented the existence of persistent performance differences across business units and firms in many industries and countries. Unfortunately, little is known about the causes of these performance differentials. Using property-level data from the lodging industry, this study documents the existence of large and persistent performance differentials across lodging units. These differences exist after controlling for the resources utilized for the production of the service as well as market conditions and hotel property characteristics and are most persistent for the highest and the lowest performers. Similar to studies that analyzed performance differences in other industries, our analysis leaves a large portion of the variation in performance differences unexplained. However, we do find that a small portion of these performance differences is positively related to the hotel property’s choice regarding chain size and hotel portfolio company scope, suggesting the possibility of benefits from scale economies and/or scope. Understanding how performance differences arise and persist requires a close look into less deterministic, quantifiable, and tangible factors such as managerial practices, decision-making processes, innovation, knowledge creation, the transfer of knowledge, the flow of information, compensation, and personnel policies, among others. In other words, there is much unexplained and yet to be discovered here, resulting in a ripe area for future research. Future research that links attributes of the industry’s demand, management controls, or technology to factors driving productivity may help explain, and perhaps enhance, the industry’s productivity growth.
{"title":"Persistent Performance Differences in Lodging Properties","authors":"Linda Canina, G. Potter","doi":"10.1177/19389655221102384","DOIUrl":"https://doi.org/10.1177/19389655221102384","url":null,"abstract":"Studies have documented the existence of persistent performance differences across business units and firms in many industries and countries. Unfortunately, little is known about the causes of these performance differentials. Using property-level data from the lodging industry, this study documents the existence of large and persistent performance differentials across lodging units. These differences exist after controlling for the resources utilized for the production of the service as well as market conditions and hotel property characteristics and are most persistent for the highest and the lowest performers. Similar to studies that analyzed performance differences in other industries, our analysis leaves a large portion of the variation in performance differences unexplained. However, we do find that a small portion of these performance differences is positively related to the hotel property’s choice regarding chain size and hotel portfolio company scope, suggesting the possibility of benefits from scale economies and/or scope. Understanding how performance differences arise and persist requires a close look into less deterministic, quantifiable, and tangible factors such as managerial practices, decision-making processes, innovation, knowledge creation, the transfer of knowledge, the flow of information, compensation, and personnel policies, among others. In other words, there is much unexplained and yet to be discovered here, resulting in a ripe area for future research. Future research that links attributes of the industry’s demand, management controls, or technology to factors driving productivity may help explain, and perhaps enhance, the industry’s productivity growth.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"349 - 362"},"PeriodicalIF":3.5,"publicationDate":"2022-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44454795","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 : 2022-06-29DOI: 10.1177/19389655221102392
Kevin Kam Fung So, Hyunsun Kim, Yueying He, X. Li
In light of current industry imperatives and growing scholarly attention, this study was conducted to provide a thoroughly updated bibliometric overview of how service innovation research has evolved. A total of 133 papers across 42 hospitality and tourism journals over 18 years (2003–2020) were extracted and analyzed. We first examined the publication outlets and trajectories of service innovation. Next, we applied several state-of-the-art bibliometric techniques, including co-citation and keyword co-occurrence analysis. Based on the results of co-occurrence analysis, we proposed a flowchart of the service innovation process combining organizational and customer perspectives while considering the service design, process, and outcome phases. We then summarized the major findings and limitations of service innovation studies in hospitality and tourism. A series of critical future research directions were presented accordingly.
{"title":"Mapping Service Innovation Research in Hospitality and Tourism: An Integrative Bibliometric Analysis and Research Agenda","authors":"Kevin Kam Fung So, Hyunsun Kim, Yueying He, X. Li","doi":"10.1177/19389655221102392","DOIUrl":"https://doi.org/10.1177/19389655221102392","url":null,"abstract":"In light of current industry imperatives and growing scholarly attention, this study was conducted to provide a thoroughly updated bibliometric overview of how service innovation research has evolved. A total of 133 papers across 42 hospitality and tourism journals over 18 years (2003–2020) were extracted and analyzed. We first examined the publication outlets and trajectories of service innovation. Next, we applied several state-of-the-art bibliometric techniques, including co-citation and keyword co-occurrence analysis. Based on the results of co-occurrence analysis, we proposed a flowchart of the service innovation process combining organizational and customer perspectives while considering the service design, process, and outcome phases. We then summarized the major findings and limitations of service innovation studies in hospitality and tourism. A series of critical future research directions were presented accordingly.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"143 - 160"},"PeriodicalIF":3.5,"publicationDate":"2022-06-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49514582","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 : 2022-06-17DOI: 10.1177/19389655221102389
YooHee Hwang, Y. Gao, A. Mattila, Peihao Wang
Considerable research has demonstrated the positive effects of handwritten font styles on product attachment and word-of-mouth behavior. However, few studies examined whether these positive effects can be mitigated or even reversed. The purpose of this study is to fill this knowledge gap by identifying several boundary conditions (communal orientation, message type, and hotel type) for the positive effects of handwritten font styles. We conducted two quasi-experimental studies. In Study 1 (n = 125), the positive effect of handwritten font styles on attitude toward a hotel was not observed among individuals with a low communal orientation. In Study 2 (n = 245), the handwritten (vs. machine-written) font styles in the sustainability messages of a luxury hotel reduce warmth of the hotel. Hospitality managers should use handwritten font styles carefully depending on hotel type, message type, and customer characteristics.
{"title":"Optimizing Handwritten Font Style to Connect With Customers","authors":"YooHee Hwang, Y. Gao, A. Mattila, Peihao Wang","doi":"10.1177/19389655221102389","DOIUrl":"https://doi.org/10.1177/19389655221102389","url":null,"abstract":"Considerable research has demonstrated the positive effects of handwritten font styles on product attachment and word-of-mouth behavior. However, few studies examined whether these positive effects can be mitigated or even reversed. The purpose of this study is to fill this knowledge gap by identifying several boundary conditions (communal orientation, message type, and hotel type) for the positive effects of handwritten font styles. We conducted two quasi-experimental studies. In Study 1 (n = 125), the positive effect of handwritten font styles on attitude toward a hotel was not observed among individuals with a low communal orientation. In Study 2 (n = 245), the handwritten (vs. machine-written) font styles in the sustainability messages of a luxury hotel reduce warmth of the hotel. Hospitality managers should use handwritten font styles carefully depending on hotel type, message type, and customer characteristics.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"381 - 395"},"PeriodicalIF":3.5,"publicationDate":"2022-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47383436","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 : 2022-06-17DOI: 10.1177/19389655221102383
Shujie Fang, Xiaoyun Han, Shuping Chen
Service robots have become a topic of interest for tourism and hospitality researchers and practitioners. The success of service robot adoption lies in the effectiveness of tourist–robot interaction. There has been less interest in the performance of tourist–robot interaction, with research related to tourist engagement being particularly scarce. Drawing on the theoretical perspective of relationships, this article examines the impact of tourist–robot interaction on tourist engagement in the hospitality context. A mixed-methods approach is adopted, utilizing grounded theory and structural equation modeling. The findings reveal two types of tourist–robot interaction, emotional (fun and playfulness) and instrumental (convenience and ease of use). Tourist–robot emotional interactions influence tourist engagement by enhancing tourists’ needs satisfaction, tourist emotion, and social bonds with robots. It was found that tourist–robot instrumental interaction positively affects tourist engagement through needs satisfaction and tourist emotion but not social bonds. The findings extend our understanding of human–robot interaction and customer engagement.
{"title":"The Impact of Tourist–Robot Interaction on Tourist Engagement in the Hospitality Industry: A Mixed-Method Study","authors":"Shujie Fang, Xiaoyun Han, Shuping Chen","doi":"10.1177/19389655221102383","DOIUrl":"https://doi.org/10.1177/19389655221102383","url":null,"abstract":"Service robots have become a topic of interest for tourism and hospitality researchers and practitioners. The success of service robot adoption lies in the effectiveness of tourist–robot interaction. There has been less interest in the performance of tourist–robot interaction, with research related to tourist engagement being particularly scarce. Drawing on the theoretical perspective of relationships, this article examines the impact of tourist–robot interaction on tourist engagement in the hospitality context. A mixed-methods approach is adopted, utilizing grounded theory and structural equation modeling. The findings reveal two types of tourist–robot interaction, emotional (fun and playfulness) and instrumental (convenience and ease of use). Tourist–robot emotional interactions influence tourist engagement by enhancing tourists’ needs satisfaction, tourist emotion, and social bonds with robots. It was found that tourist–robot instrumental interaction positively affects tourist engagement through needs satisfaction and tourist emotion but not social bonds. The findings extend our understanding of human–robot interaction and customer engagement.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"246 - 266"},"PeriodicalIF":3.5,"publicationDate":"2022-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44704540","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 : 2022-06-17DOI: 10.1177/19389655221102386
E. Bigné, P. Maturana
Although virtual reality technology is increasingly being used in tourism, its potential as a shopping tool and as an avenue for marketing and selling tourism products and services has not yet been examined. Likewise, very little is known about how exploring holiday packages through virtual reality affects behavioral intention to visit tourist destinations. This study aims to compare the visit intentions evoked and the process of booking holiday travel packages between an immersive virtual reality environment (displayed through Oculus head-mounted glasses) and a traditional web-based 2D platform. A causal model is proposed and tested for both designs. Using a between-subjects experimental design with a sample of 202 individuals, the experiences of two randomly selected groups were observed as they bought holiday tour packages to Rio de Janeiro, Brazil. The first group made a simulated purchase in an immersive virtual reality environment using a head-mounted device, and the second group made the purchase on a traditional e-commerce website. The findings revealed that the scores given to sense of presence, attitude change, and perceived ease of use were greater among those who made the purchase in the more immersive virtual reality environment. However, the relationships between the variables in the causal model were stronger for the classic website than for the virtual reality setting. Attitude change positively affected intention to visit a destination more in the virtual reality environment.
{"title":"Does Virtual Reality Trigger Visits and Booking Holiday Travel Packages?","authors":"E. Bigné, P. Maturana","doi":"10.1177/19389655221102386","DOIUrl":"https://doi.org/10.1177/19389655221102386","url":null,"abstract":"Although virtual reality technology is increasingly being used in tourism, its potential as a shopping tool and as an avenue for marketing and selling tourism products and services has not yet been examined. Likewise, very little is known about how exploring holiday packages through virtual reality affects behavioral intention to visit tourist destinations. This study aims to compare the visit intentions evoked and the process of booking holiday travel packages between an immersive virtual reality environment (displayed through Oculus head-mounted glasses) and a traditional web-based 2D platform. A causal model is proposed and tested for both designs. Using a between-subjects experimental design with a sample of 202 individuals, the experiences of two randomly selected groups were observed as they bought holiday tour packages to Rio de Janeiro, Brazil. The first group made a simulated purchase in an immersive virtual reality environment using a head-mounted device, and the second group made the purchase on a traditional e-commerce website. The findings revealed that the scores given to sense of presence, attitude change, and perceived ease of use were greater among those who made the purchase in the more immersive virtual reality environment. However, the relationships between the variables in the causal model were stronger for the classic website than for the virtual reality setting. Attitude change positively affected intention to visit a destination more in the virtual reality environment.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"226 - 245"},"PeriodicalIF":3.5,"publicationDate":"2022-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47324153","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 : 2022-06-17DOI: 10.1177/19389655221102381
Kwang-Ho Lee, C. Yen
The current study applies implicit theory as a theoretical lens to explore gender differences in explicit and implicit measures of robot attitudes, which in turn facilitates behavioral intention. In total, 108 participants assessed the modified Robot Implicit Association Test (RIAT) to complete both implicit measures of attitudes and explicit self-reported measures in randomized order. Our findings demonstrated that (a) implicit attitudes (RIAT D-scores) were significantly correlated with self-reported measures (explicit attitude, perceived technology innovativeness, and behavioral intention), (b) different patterns of explicit and implicit attitudes exist, and (c) males may have a more favorable preference toward service robots than females. These results help build theoretical and methodological foundations for service management innovation into the role of implicit attitude in hospitality firms.
{"title":"Implicit and Explicit Attitudes Toward Service Robots in the Hospitality Industry: Gender Differences","authors":"Kwang-Ho Lee, C. Yen","doi":"10.1177/19389655221102381","DOIUrl":"https://doi.org/10.1177/19389655221102381","url":null,"abstract":"The current study applies implicit theory as a theoretical lens to explore gender differences in explicit and implicit measures of robot attitudes, which in turn facilitates behavioral intention. In total, 108 participants assessed the modified Robot Implicit Association Test (RIAT) to complete both implicit measures of attitudes and explicit self-reported measures in randomized order. Our findings demonstrated that (a) implicit attitudes (RIAT D-scores) were significantly correlated with self-reported measures (explicit attitude, perceived technology innovativeness, and behavioral intention), (b) different patterns of explicit and implicit attitudes exist, and (c) males may have a more favorable preference toward service robots than females. These results help build theoretical and methodological foundations for service management innovation into the role of implicit attitude in hospitality firms.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"212 - 225"},"PeriodicalIF":3.5,"publicationDate":"2022-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41866908","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 : 2022-06-17DOI: 10.1177/19389655221102385
P. Liu, J. O’Neill
Hotels are generally perceived as the riskiest type of commercial real estate (CRE) investment because hotel “leases” have relatively high turnover. Existing literature regarding CRE investment risk and return lacks investigation of hotels at the unit level—which is the level of analysis undertaken by existing and prospective hotel investors. Two major types of hotels are branded and independent ones. The purpose of this study is to investigate the variability (risk) of key performance indicators (KPIs) such as occupancy rate, and revenues and profit of branded versus independent hotels. Using a large sample of performance data regarding over 4,000 U.S. hotel properties from 2000 to 2019, we examine the extent to which branding affects the volatility of KPIs. We find that brand-affiliated hotels have lower cash flow risk measured as lower volatilities of KPIs compared with independent ones. Furthermore, the level of volatility reduction of branded hotels is greater for profit than for revenue, and profit may be the most important KPI for hotel investors. The magnitude of volatility reduction also increases as the measurement window length (number of years) increases. We also study the long-term returns of branded versus independent hotels. This study contributes to the understanding regarding the relationships between investment risk of branded versus independent hotels, extends the literature regarding hotel investment, and provides hotel investors and analysts information regarding risk to aid decisions such as developing, purchasing, holding, or disposing of hotel assets.
{"title":"Do Brand-Affiliated Hotels Have Lower Cash-Flow Risk?","authors":"P. Liu, J. O’Neill","doi":"10.1177/19389655221102385","DOIUrl":"https://doi.org/10.1177/19389655221102385","url":null,"abstract":"Hotels are generally perceived as the riskiest type of commercial real estate (CRE) investment because hotel “leases” have relatively high turnover. Existing literature regarding CRE investment risk and return lacks investigation of hotels at the unit level—which is the level of analysis undertaken by existing and prospective hotel investors. Two major types of hotels are branded and independent ones. The purpose of this study is to investigate the variability (risk) of key performance indicators (KPIs) such as occupancy rate, and revenues and profit of branded versus independent hotels. Using a large sample of performance data regarding over 4,000 U.S. hotel properties from 2000 to 2019, we examine the extent to which branding affects the volatility of KPIs. We find that brand-affiliated hotels have lower cash flow risk measured as lower volatilities of KPIs compared with independent ones. Furthermore, the level of volatility reduction of branded hotels is greater for profit than for revenue, and profit may be the most important KPI for hotel investors. The magnitude of volatility reduction also increases as the measurement window length (number of years) increases. We also study the long-term returns of branded versus independent hotels. This study contributes to the understanding regarding the relationships between investment risk of branded versus independent hotels, extends the literature regarding hotel investment, and provides hotel investors and analysts information regarding risk to aid decisions such as developing, purchasing, holding, or disposing of hotel assets.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"363 - 380"},"PeriodicalIF":3.5,"publicationDate":"2022-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47190225","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 : 2022-06-16DOI: 10.1177/19389655221102387
Timothy Webb, Jing Ma, A. Cheng
The restaurant industry has historically been limited in its ability to adopt traditional revenue management pricing practices (e.g., variable pricing across tables and times) because of three specific challenges: (a) inability to segment customers by willingness to pay prior to seating, (b) limited ability to price discriminate (i.e., prioritize limited seating for the highest paying customers), and (c) inability to communicate menu price variances in advance. This article reviews common restaurant pricing strategies and discusses how each strategy cannot sufficiently address these three challenges. This work proposes a new strategy, the Priority Mixed Bundle (PMB) Strategy, which addresses all three of these challenges. The PMB states that customers can make reservations if they are willing to commit to dining from a prix-fixe menu while walk-ins can dine a la carte. The article argues for why PMB is theoretically viable and could be superior to existing menu pricing strategies. A field study shows that the PMB generates more revenue than a la carte strategies. Survey results suggest that customers perceive PMB as fair. Overall, this research advances theory in restaurant revenue management and proposes a pricing strategy for restaurants.
{"title":"Variable Pricing in Restaurant Revenue Management: A Priority Mixed Bundle Strategy","authors":"Timothy Webb, Jing Ma, A. Cheng","doi":"10.1177/19389655221102387","DOIUrl":"https://doi.org/10.1177/19389655221102387","url":null,"abstract":"The restaurant industry has historically been limited in its ability to adopt traditional revenue management pricing practices (e.g., variable pricing across tables and times) because of three specific challenges: (a) inability to segment customers by willingness to pay prior to seating, (b) limited ability to price discriminate (i.e., prioritize limited seating for the highest paying customers), and (c) inability to communicate menu price variances in advance. This article reviews common restaurant pricing strategies and discusses how each strategy cannot sufficiently address these three challenges. This work proposes a new strategy, the Priority Mixed Bundle (PMB) Strategy, which addresses all three of these challenges. The PMB states that customers can make reservations if they are willing to commit to dining from a prix-fixe menu while walk-ins can dine a la carte. The article argues for why PMB is theoretically viable and could be superior to existing menu pricing strategies. A field study shows that the PMB generates more revenue than a la carte strategies. Survey results suggest that customers perceive PMB as fair. Overall, this research advances theory in restaurant revenue management and proposes a pricing strategy for restaurants.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"22 - 33"},"PeriodicalIF":3.5,"publicationDate":"2022-06-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47299170","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 : 2021-12-28DOI: 10.1177/19389655211066834
K. Choi, Ying Wang, B. Sparks, S. Choi
Mobile applications (apps) critically affect travelers’ decision-making and shape their experiences. Grounded in the expectancy value approach, this study examines the relationships among expectation confirmation (usefulness, ubiquity, ease of use, incentives, and enjoyment), privacy protection, security, satisfaction, and trust, and how these factors influence travel app users’ intention to continue using the app. Phase One of the study analyzed data from 509 survey respondents via structural equation modeling. The findings show that expectation confirmation, security, satisfaction, and trust influence travelers’ intention to continue using the travel app, whereas privacy protection exerts no significant effects. Travel app users’ level of technology proficiency moderates the effect of perceived security and satisfaction on the intention to continue use. In Phase Two, semi-structured interviews were conducted to explore the key findings from Phase One. This study contributes to the literature by examining expectation confirmation, perceived values of privacy protection, and security of travel app users in a single model to explain individuals’ satisfaction, trust, and continued use intention. The study findings also offer strategic implications for travel app developers as well as hospitality and tourism service providers and marketers on how to deliver a high-quality experience, enhance satisfaction and trust, and increase continued use intention among travel app users.
{"title":"Privacy or Security: Does It Matter for Continued Use Intention of Travel Applications?","authors":"K. Choi, Ying Wang, B. Sparks, S. Choi","doi":"10.1177/19389655211066834","DOIUrl":"https://doi.org/10.1177/19389655211066834","url":null,"abstract":"Mobile applications (apps) critically affect travelers’ decision-making and shape their experiences. Grounded in the expectancy value approach, this study examines the relationships among expectation confirmation (usefulness, ubiquity, ease of use, incentives, and enjoyment), privacy protection, security, satisfaction, and trust, and how these factors influence travel app users’ intention to continue using the app. Phase One of the study analyzed data from 509 survey respondents via structural equation modeling. The findings show that expectation confirmation, security, satisfaction, and trust influence travelers’ intention to continue using the travel app, whereas privacy protection exerts no significant effects. Travel app users’ level of technology proficiency moderates the effect of perceived security and satisfaction on the intention to continue use. In Phase Two, semi-structured interviews were conducted to explore the key findings from Phase One. This study contributes to the literature by examining expectation confirmation, perceived values of privacy protection, and security of travel app users in a single model to explain individuals’ satisfaction, trust, and continued use intention. The study findings also offer strategic implications for travel app developers as well as hospitality and tourism service providers and marketers on how to deliver a high-quality experience, enhance satisfaction and trust, and increase continued use intention among travel app users.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"267 - 282"},"PeriodicalIF":3.5,"publicationDate":"2021-12-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46741497","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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