Journal of Hospitality Marketing & Management最新文献

ABSTRACT

The purpose of this study is to examine the relationships among customer trust toward voice Artificial Intelligence (AI) in guestrooms, information privacy concerns associated with this technology, intention to use, and intention to stay at a hotel providing this technology. This study further examined whether the research model can be applied to different cultures by collecting data from U.S. and Singaporean customers. The hypotheses were tested via structural equation modeling and multiple-group analysis. The findings indicated that trust toward voice AI had a positive effect on intention to use this technology in both groups, and this effect was stronger for the U.S. group. Concern of information collection via voice AI had a negative effect on intention to use in both groups, and this effect was stronger for the Singaporean group. Intention to use voice AI in guestrooms was positively related to intention to stay at a hotel providing this technology.

ABSTRACT

This study aims to explore the role of cloud computing in the creation of smart hospitality experiences and bridge the existing gap in knowledge. The research adopts a mixed research approach, combining qualitative and quantitative methods, to investigate and prioritize criteria that contribute to smart hospitality through cloud computing. Expert perspectives are utilized to develop a comprehensive two-dimensional cloud-based smart hospitality experience model with 14 sub-dimensions, highlighting the pivotal role of cloud computing in facilitating smart hospitality. The study uncovers the interrelations and relative weights among the criteria, shedding light on the fundamental significance of cloud computing in creating smart hospitality experiences. What sets this study apart is its focus on the untapped potential of cloud computing in the context of smart hospitality. It contributes to the existing body of knowledge by providing theoretical insights for interdisciplinary hospitality operations and practical guidance for hospitality practitioners to achieve sustainable outcomes.

ABSTRACT

In a competitive environment, where hotel demand is lower than market supply, it is of interest to determine what factors explain how excellence differentiates certain hotels from others. Using spatial quantile regression, this research investigates the effect of locational factors as well as those related to the management of human capital investment in Spanish hotels rated on Booking.com. The study shows that human capital investment in hotels can significantly increase guest delight. As regards location, hotels in protected natural areas that are far from large cities obtain higher guest review scores. Additionally, a spatial spillover effect due to reputation transfer among nearby hotels with median scores is found. However, this effect is not observed for hotels with very high scores. These results can serve to rationalize the available resources and inform hotel owners and managers about the factors required to achieve high scores.

在酒店市场竞争激烈的环境下，其需求低于市场供给，确定哪些因素更影响酒店评级尤为重要。本文采用空间分位数回归方法，调查了Booking.com上评级的西班牙酒店的地理因素和人力资本投资管理相关的因素的影响。研究表明，酒店的人力资本投入可以显著增加客人的满意度。在地理位置方面，远离大城市的自然保护区内的酒店获得了更高的顾客评分。此外，由于得分居中的临近酒店之间有声誉转移现象，其空间溢出效应被观察到。然而，这种效应并没有在得分非常高的酒店上观察到。这些研究结果可以帮助可用资源合理化分配，并使酒店管理者知晓获得高评分所需的因素。

ABSTRACT

The study here assesses the systematic variability of service performance assessments in customer reviews placed in alternative online social media platforms in the travel industry as well as responses to the firm’s requests for customer evaluations. The research includes an empirical study conducted by a national (Spanish) hotel chain of nine corporately-owned properties (hotels). Data-analyses were performed of data collected for the nine hotels from TripAdvisor and Booking.com, as well as internal data from the hotel chain’s customer data files. The findings support the general conclusion that hotel reviews on different social media platforms vary in systematic ways. TripAdvisor reviews consistently include the largest share of detractors across all social media platforms in this study, ranging from 11 to 51%. This study contributes useful benchmarks for the relative differences in performances in customer experience assessments across different social media platforms.

ABSTRACT

Based on sensory marketing, this study developed a scale for sensory experience at farm-to-table events (SEFTE). In Study 1, we extracted 254 statements from in-depth interviews and narrowed down the statements into 38 items. Then, we collected responses from farm-to-table events to verify SEFTE in Studies 2 and 3. In Study 2, we conducted both exploratory structural equation modeling (ESEM) and confirmatory factor analysis (CFA), resulting in a 34-item eight-construct model for SEFTE. The eight constructs include (1) attractiveness of the dining environment, (2) food presentation, (3) ambient sound, (4) server’s warm greetings, (5) touch of the dining environment, (6) smell and taste of the cuisine, (7) food healthiness, and (8) ambient aroma. In Study 3, we replicated our findings using the 34-item version SEFTE and found appropriate fit indices and criterion-related validity with customer satisfaction, customer loyalty, place intimacy, and place passion.

根據感官行銷，本研究針對稻田餐桌宴會的感官體驗(SEFTE)發展了一套量表。在研究一，我們從深度訪談中萃取了254個敘述句, 並進一步彙整為38個題項。接著, 我們從稻田餐桌宴會進行問卷收集, 供研究二與研究三進行進一步的驗證。在研究二, 我們執行探索性結構方程模式(ESEM)與驗證性因素分析(CFA), 得到了擁有34個題項、八個構面的SEFTE。這八個構面包含(1)餐宴環境的吸引性、(2)食物擺設、(3)會場的音響、(4)服務生溫暖的款待、(5)宴會環境的觸感、(6)菜餚的氣味與味道、(7)食物的健康程度、(8)會場的氣味。在研究三, 我們將這個34題的SEFTE再次進行驗證, 獲得適配值, 以及和顧客滿意、顧客忠誠、產地相親、產地熱情的校標關聯效度。

ABSTRACT

This study aims to enrich the extant literature by investigating the predictive ability of IT capability on service innovation in the luxury hotel sector, with the mediating roles of organizational responsiveness and organizational learning capability. The study also examines how the alignments between and among IT capability, organizational responsiveness, and organizational learning capability affect service innovation. Results of structural equation modeling using a sample of 237 luxury hotels indicate that IT capability is positively related to service innovation, and organizational responsiveness has a positive mediating effect in this relationship. In addition, organizational learning capability positively mediates the link between IT capability and organizational responsiveness. Notably, the alignments between and among IT capability, organizational responsiveness, and organizational learning capability all positively influence service innovation. A bootstrap analysis of another sample of 213 luxury hotels confirms the relationships between the variables. This study’s findings provide implications for researchers and managers regarding enhancing service innovation for luxury hotels from the perspectives of IT capability, organizational responsiveness, and organizational learning capability.

本文探讨信息技术能力对豪华酒店业服务创新的影响, 以组织反应能力和组织学习能力作为中介变量。另外, 本文也探讨信息技术能力, 组织反应能力和组织学习能力之间的匹配度如何影响服务创新。使用237家豪华酒店作为研究样本, 结构方程模式的分析结果表明信息技术能力正向影响服务创新, 组织反应能力和组织学习能力在此关系中也起了积极的中介效应。另外, 信息技术能力, 组织反应能力和组织学习能力之间的匹配度正向影响服务创新。我们收集了另外一个样本, 包括213家豪华酒店。Bootstrap分析结果确认了所有的研究假设。 关键词:信息技术能力, 组织反应能力, 组织学习能力, 服务创新, 豪华酒店。

ABSTRACT

Although contactless technologies provide smarter and safer experiences to hotel guests, their acceptance is not universal. This study, which considers six types of contactless technology used in hotels, contributes to the literature on the technology readiness index framework and provides insights into hotel guests’ acceptance of different contactless technologies. By integrating latent classes and a hybrid feature into an ordinal logit model, our investigation identified intrinsic acceptance of contactless technology and response style as two distinct sources of heterogeneity in the observed answers to a technology acceptance survey. These two sources of heterogeneity play different roles in individuals’ adoption of contactless technologies and have theoretical and practical implications. To better understand guests’ acceptance of new technologies, researchers and practitioners should consider these types of heterogeneity in their investigations.

尽管非接触式技术可以为酒店住客提供更智能、更安全的体验, 不同住客对这类技术的接受程度却各不相同。本研究以技术就绪理论框架为基础, 深入探索了住客对酒店服务中六种非接触式技术的偏好, 并对酒店住客对不同技术的接受程度进行了分析。通过在次序性逻辑模型中融入潜类别模型和混合特征, 本研究发现了酒店住客在回答技术接受度调查问卷时存在两种不同的异质性, 即技术内在接受度异质性和问卷回答风格异质性。这两种异质性在酒店住客接受非接触式技术时发挥着不同的作用, 并具有相当的理论与实践意义。研究人员与酒店从业者也应当充分考虑不同异质性对酒店住客的影响, 以更好的理解酒店住客对新技术的接受程度。