Pub Date : 2024-12-31DOI: 10.1016/j.ijhm.2024.104077
Nancy Grace Baah , Seongseop (Sam) Kim , Heesup Han
Customers’ interest in sustainable hospitality and tourism products is increasing; however, a comprehensive scale to evaluate the value customers derive from their consumption is lacking. Therefore, this study aimed to develop a new, validated scale to assess sustainable hospitality and tourism consumption value (SHTCV). Through a rigorous six stages of scale development, health value, quality and price value, emotional value, epistemic value, environmental value, and social value were found to be components of SHTCV. The reliability and validity of the SHTCV scale were ascertained. Additionally, the scale was able to predict related factors including subjective well-being, green brand innovativeness, and green ambassador behavioral intention. This study expands the consumption value theory to the hospitality and tourism field, and offers practitioners ways to create value for customers.
{"title":"Development and validation of a multidimensional sustainable hospitality and tourism consumption value (SHTCV) scale","authors":"Nancy Grace Baah , Seongseop (Sam) Kim , Heesup Han","doi":"10.1016/j.ijhm.2024.104077","DOIUrl":"10.1016/j.ijhm.2024.104077","url":null,"abstract":"<div><div>Customers’ interest in sustainable hospitality and tourism products is increasing; however, a comprehensive scale to evaluate the value customers derive from their consumption is lacking. Therefore, this study aimed to develop a new, validated scale to assess sustainable hospitality and tourism consumption value (SHTCV). Through a rigorous six stages of scale development, health value, quality and price value, emotional value, epistemic value, environmental value, and social value were found to be components of SHTCV. The reliability and validity of the SHTCV scale were ascertained. Additionally, the scale was able to predict related factors including subjective well-being, green brand innovativeness, and green ambassador behavioral intention. This study expands the consumption value theory to the hospitality and tourism field, and offers practitioners ways to create value for customers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104077"},"PeriodicalIF":9.9,"publicationDate":"2024-12-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142929208","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-28DOI: 10.1016/j.ijhm.2024.104075
Tengteng Zhu , Lishan Xie , Canmian Liu
AI robots are increasingly deployed in the hospitality industry to enhance customer experience and drive value creation. However, the influence of empathic AI on human-robot value co-creation remains unclear. Based on the theories of value co-creation and social presence, this study investigates how robotic artificial empathy influences customers’ continuous intention to co-create with the robot. Results of three scenario-based experiments indicate that customers experience a stronger sense of automated social presence toward the robot when robots display a higher level of artificial empathy, which in turn increases their continuous intention to co-create. This effect diminishes in crowded service environments. Customers with a high need for social interaction are more sensitive to automated social presence and are more inclined to co-create with empathic robots. These findings provide theoretical and practical insights for integrating AI service robots into the co-creation process in hospitality.
{"title":"Driving human-robot value co-creation in hospitality: The role of artificial empathy","authors":"Tengteng Zhu , Lishan Xie , Canmian Liu","doi":"10.1016/j.ijhm.2024.104075","DOIUrl":"10.1016/j.ijhm.2024.104075","url":null,"abstract":"<div><div>AI robots are increasingly deployed in the hospitality industry to enhance customer experience and drive value creation. However, the influence of empathic AI on human-robot value co-creation remains unclear. Based on the theories of value co-creation and social presence, this study investigates how robotic artificial empathy influences customers’ continuous intention to co-create with the robot. Results of three scenario-based experiments indicate that customers experience a stronger sense of automated social presence toward the robot when robots display a higher level of artificial empathy, which in turn increases their continuous intention to co-create. This effect diminishes in crowded service environments. Customers with a high need for social interaction are more sensitive to automated social presence and are more inclined to co-create with empathic robots. These findings provide theoretical and practical insights for integrating AI service robots into the co-creation process in hospitality.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104075"},"PeriodicalIF":9.9,"publicationDate":"2024-12-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142901958","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-27DOI: 10.1016/j.ijhm.2024.104052
Nusaiba Begum , Mohd. Nishat Faisal , Rana Sobh , Robin Nunkoo , Nripendra P. Rana
The widespread adoption of service robots in hotels has prompted researchers to examine the factors influencing customer intentions to use these technologies. However, existing research offers inconsistent findings. This study uses a weight and meta-analysis to reconcile existing findings and provide empirical and theoretical insights on the most important determinants of consumers' acceptance of service robots in hotels. An analysis of 56 studies reveals nine significant antecedents across functional, customer-centric, and service robot-centric aspects. Performance expectancy and attitude have the strongest association with customers’ acceptance. Although effort expectancy is weakly correlated with acceptance, it is one of the most promising predictors. The findings suggest that while functional and customer-centric aspects are well-developed, service robot-centric factors require further research. The study consolidates findings across the literature and sheds light on the theoretical and empirical significance of the predictors of consumers' acceptance of service robots in hotels. It also provides practical guidance for hotel managers to promote greater acceptance and successful adoption of service robots.
{"title":"Consumers acceptance of service robots in hotels: A meta-analytic review","authors":"Nusaiba Begum , Mohd. Nishat Faisal , Rana Sobh , Robin Nunkoo , Nripendra P. Rana","doi":"10.1016/j.ijhm.2024.104052","DOIUrl":"10.1016/j.ijhm.2024.104052","url":null,"abstract":"<div><div>The widespread adoption of service robots in hotels has prompted researchers to examine the factors influencing customer intentions to use these technologies. However, existing research offers inconsistent findings. This study uses a weight and meta-analysis to reconcile existing findings and provide empirical and theoretical insights on the most important determinants of consumers' acceptance of service robots in hotels. An analysis of 56 studies reveals nine significant antecedents across functional, customer-centric, and service robot-centric aspects. Performance expectancy and attitude have the strongest association with customers’ acceptance. Although effort expectancy is weakly correlated with acceptance, it is one of the most promising predictors. The findings suggest that while functional and customer-centric aspects are well-developed, service robot-centric factors require further research. The study consolidates findings across the literature and sheds light on the theoretical and empirical significance of the predictors of consumers' acceptance of service robots in hotels. It also provides practical guidance for hotel managers to promote greater acceptance and successful adoption of service robots.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104052"},"PeriodicalIF":9.9,"publicationDate":"2024-12-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142901960","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-27DOI: 10.1016/j.ijhm.2024.104074
Jia Luo , Xinyan Mu , Qianyou Zhang
Artificial intelligence (AI) technologies are becoming increasingly prevalent in hospitality industries for customer services. However, human employees remain indispensable in the service workplace due to their superior people skills compared to AI. How to leverage AI to enhance the strengths of human employees and establish a synergistic employee-AI hybrid team holds significant academic and practical value. Drawing on social interdependence theory, this study develops an integrative framework to examine employee-AI interactions under the role of laissez-faire leadership in the hospitality context. Results from a three-wave survey suggest that under laissez-faire leadership, employees working with AI experience increased role ambiguity and unrelieved workload, which further prevents them from exerting their comparative advantage of empathetic creativity. This research provides a comprehensive view for understanding the impact of AI on service employees under leadership, offering both theoretical and practical implications.
{"title":"Is non-intervention feasible? How laissez-faire leadership moderates the relationship between AI usage and service employee empathetic creativity","authors":"Jia Luo , Xinyan Mu , Qianyou Zhang","doi":"10.1016/j.ijhm.2024.104074","DOIUrl":"10.1016/j.ijhm.2024.104074","url":null,"abstract":"<div><div>Artificial intelligence (AI) technologies are becoming increasingly prevalent in hospitality industries for customer services. However, human employees remain indispensable in the service workplace due to their superior people skills compared to AI. How to leverage AI to enhance the strengths of human employees and establish a synergistic employee-AI hybrid team holds significant academic and practical value. Drawing on social interdependence theory, this study develops an integrative framework to examine employee-AI interactions under the role of laissez-faire leadership in the hospitality context. Results from a three-wave survey suggest that under laissez-faire leadership, employees working with AI experience increased role ambiguity and unrelieved workload, which further prevents them from exerting their comparative advantage of empathetic creativity. This research provides a comprehensive view for understanding the impact of AI on service employees under leadership, offering both theoretical and practical implications.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104074"},"PeriodicalIF":9.9,"publicationDate":"2024-12-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142901959","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-26DOI: 10.1016/j.ijhm.2024.104076
Mudassir Husnain , Qingyu Zhang , Muhammad Usman , Khizar Hayat , Khuram Shahzad , Muhammad Waheed Akhtar
Amid rising AI-powered chatbot adoption in hospitality and tourism, this study explores how chatbot negative experiences shape brand hate and outcomes. Drawing upon stimulus-organism-response theory, we examine brand irritation, brand-indistinctiveness, and consumer helplessness as antecedents of brand hate, desire for detachment-(DD), and desire to participate in online firestorms-(OF) as coping responses/outcomes. The moderating role of negative affectivity on brand hate and its antecedents is examined. This research adopts a mixed-method approach, comprising interviews with 34 users and data collection from 484 Chinese participants. The results established the role of brand hate as a mediator between irritation, helplessness, and subsequent outcomes. Additionally, negative affectivity is found to moderate the relationships in question significantly. This study contributes to hospitality management, brand management, and chatbot development by enhancing our understanding of consumer experiences in this context. It represents a pioneering effort to integrate negative experiences with chatbots within the framework of consumer brand hate.
{"title":"How Chatbot negative experiences damage consumer-brand relationships in hospitality and tourism? A mixed-method examination","authors":"Mudassir Husnain , Qingyu Zhang , Muhammad Usman , Khizar Hayat , Khuram Shahzad , Muhammad Waheed Akhtar","doi":"10.1016/j.ijhm.2024.104076","DOIUrl":"10.1016/j.ijhm.2024.104076","url":null,"abstract":"<div><div>Amid rising AI-powered chatbot adoption in hospitality and tourism, this study explores how chatbot negative experiences shape brand hate and outcomes. Drawing upon stimulus-organism-response theory, we examine brand irritation, brand-indistinctiveness, and consumer helplessness as antecedents of brand hate, desire for detachment-(DD), and desire to participate in online firestorms-(OF) as coping responses/outcomes. The moderating role of negative affectivity on brand hate and its antecedents is examined. This research adopts a mixed-method approach, comprising interviews with 34 users and data collection from 484 Chinese participants. The results established the role of brand hate as a mediator between irritation, helplessness, and subsequent outcomes. Additionally, negative affectivity is found to moderate the relationships in question significantly. This study contributes to hospitality management, brand management, and chatbot development by enhancing our understanding of consumer experiences in this context. It represents a pioneering effort to integrate negative experiences with chatbots within the framework of consumer brand hate.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104076"},"PeriodicalIF":9.9,"publicationDate":"2024-12-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143102041","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-24DOI: 10.1016/j.ijhm.2024.104071
Jie Wu , Chen Jason Zhang , GuoQiong Ivanka Huang , Tong Yang , Fei Hao
Internet-famous restaurants (IFR), featured with innovative dishes and sensory stimulation, can attract masses of consumers shortly, but are difficult to sustain. Committed to figuring out the underlying reasons behind, this study, building upon life cycle theory and sensory marketing theory, leverages big data analytics and regression models to investigate 38,292 online reviews. We first modeled consumer review evolutionary history and identified key dimensions of IFR customer satisfaction. Findings reveal that the industry is struggling with the stagnation phase and might decline or rejuvenate subsequently; seven dimensions (Cultural Creativity, Internet Exposure, Service Quality, Ritualistic Experience, Social Intimacy Experience, Dish Quality, Value for Money) are identified to comprehensively constitute IFR customer satisfaction. Further investigation of variations in consumer preferences and perceptions across these dimensions suggests that Cultural Creativity, Internet Exposure, and Service Quality increasingly impact customer satisfaction. We develop a strategic framework for rejuvenating the industry. Theoretical and practical contributions are discussed.
{"title":"Taste, trend, and turmoil: Tracking the life cycle of internet-famous restaurants through customer satisfaction","authors":"Jie Wu , Chen Jason Zhang , GuoQiong Ivanka Huang , Tong Yang , Fei Hao","doi":"10.1016/j.ijhm.2024.104071","DOIUrl":"10.1016/j.ijhm.2024.104071","url":null,"abstract":"<div><div>Internet-famous restaurants (IFR), featured with innovative dishes and sensory stimulation, can attract masses of consumers shortly, but are difficult to sustain. Committed to figuring out the underlying reasons behind, this study, building upon life cycle theory and sensory marketing theory, leverages big data analytics and regression models to investigate 38,292 online reviews. We first modeled consumer review evolutionary history and identified key dimensions of IFR customer satisfaction. Findings reveal that the industry is struggling with the stagnation phase and might decline or rejuvenate subsequently; seven dimensions (<em>Cultural Creativity</em>, <em>Internet Exposure</em>, <em>Service Quality</em>, <em>Ritualistic Experience</em>, <em>Social Intimacy Experience</em>, <em>Dish Quality</em>, <em>Value for Money</em>) are identified to comprehensively constitute IFR customer satisfaction. Further investigation of variations in consumer preferences and perceptions across these dimensions suggests that <em>Cultural Creativity</em>, <em>Internet Exposure</em>, and <em>Service Quality</em> increasingly impact customer satisfaction. We develop a strategic framework for rejuvenating the industry. Theoretical and practical contributions are discussed.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104071"},"PeriodicalIF":9.9,"publicationDate":"2024-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142901961","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-19DOI: 10.1016/j.ijhm.2024.104067
Sumaira Ashraf , Ahmed A. Sarhan , Antonio Manuel Martins de Almeida , Susana Teles
The COVID-19 pandemic has imposed an unprecedented impact on economies around the world. The hospitality and tourism-related sectors were among the hardest-hit industries. This empirical study examines the impact of the pandemic on the capital structure decisions of hospitality and tourism firms operating in five related industries. Our analysis also focuses on identifying this impact across different firm sizes and ownership structures, using a dataset of 94,588 firms from 31 European countries over the period 2012–2021. The findings reveal that leverage is higher during the pandemic across all industries, with the effect being more pronounced in small and publicly listed firms than in larger and private ones. However, the gambling and sports sectors show inconsistent results.
{"title":"Capital structure of hospitality and tourism-related firms: Unveiling the impact of COVID-19 pandemic on European firms with different size and ownership structure","authors":"Sumaira Ashraf , Ahmed A. Sarhan , Antonio Manuel Martins de Almeida , Susana Teles","doi":"10.1016/j.ijhm.2024.104067","DOIUrl":"10.1016/j.ijhm.2024.104067","url":null,"abstract":"<div><div>The COVID-19 pandemic has imposed an unprecedented impact on economies around the world. The hospitality and tourism-related sectors were among the hardest-hit industries. This empirical study examines the impact of the pandemic on the capital structure decisions of hospitality and tourism firms operating in five related industries. Our analysis also focuses on identifying this impact across different firm sizes and ownership structures, using a dataset of 94,588 firms from 31 European countries over the period 2012–2021. The findings reveal that leverage is higher during the pandemic across all industries, with the effect being more pronounced in small and publicly listed firms than in larger and private ones. However, the gambling and sports sectors show inconsistent results.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104067"},"PeriodicalIF":9.9,"publicationDate":"2024-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142874758","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-19DOI: 10.1016/j.ijhm.2024.104068
Wailing Ng , Fei Hao , Chen Zhang
The hospitality industry's shift towards sustainability has necessitated effective green training for employees to ensure the successful implementation of eco-friendly initiatives. This research investigates avatar training as a solution to challenges arising from the scarcity of sustainability trainers. Three between-subject experiments were conducted to understand the influence of avatar attributes—gender (male vs. female), persona (innate vs. incarnate), and value orientation (altruism vs. egoism)—on perceived authenticity, which subsequently influences green engagement, creativity, and Organizational Citizenship Behavior for the Environment. The results consistently highlight a preference for female avatars, with their authenticity perception further amplified when characterized by incarnate avatars or an altruistic value orientation. Theoretically, this study enriches the hospitality literature on technological advancement by innovatively merging the Communication Accommodation Theory with the Ability-Motivation-Opportunity framework. Practically, it equips hoteliers and HR professionals with a groundbreaking training approach, emphasizing the strategic design of avatars to optimize sustainability training outcomes.
{"title":"Avatar for hotels green training","authors":"Wailing Ng , Fei Hao , Chen Zhang","doi":"10.1016/j.ijhm.2024.104068","DOIUrl":"10.1016/j.ijhm.2024.104068","url":null,"abstract":"<div><div>The hospitality industry's shift towards sustainability has necessitated effective green training for employees to ensure the successful implementation of eco-friendly initiatives. This research investigates avatar training as a solution to challenges arising from the scarcity of sustainability trainers. Three between-subject experiments were conducted to understand the influence of avatar attributes—gender (male vs. female), persona (innate vs. incarnate), and value orientation (altruism vs. egoism)—on perceived authenticity, which subsequently influences green engagement, creativity, and Organizational Citizenship Behavior for the Environment. The results consistently highlight a preference for female avatars, with their authenticity perception further amplified when characterized by incarnate avatars or an altruistic value orientation. Theoretically, this study enriches the hospitality literature on technological advancement by innovatively merging the Communication Accommodation Theory with the Ability-Motivation-Opportunity framework. Practically, it equips hoteliers and HR professionals with a groundbreaking training approach, emphasizing the strategic design of avatars to optimize sustainability training outcomes.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104068"},"PeriodicalIF":9.9,"publicationDate":"2024-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142874761","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-12-18DOI: 10.1016/j.ijhm.2024.104065
Konstantinos Krikonis , Ioannis Konstantaras , Andreas C. Georgiou , Konstantina Skouri , Eleni Jelastopulu
The aim of the current study is to explore the effects of COVID-19 on the mental health of the hospitality workforce, using the transactional theory of stress and coping. We examined how obsession with COVID-19 contributes to Coronavirus anxiety levels and posited that this link is moderated by job location selection. We tested models using data from 403 seasonal hospitality personnel who worked for two consecutive tourism periods in Greece. The results indicate that the levels of obsession and anxiety vary among occupations, with education decreasing, and the number of children increasing their levels. The moderated mediation analysis reveals that, in the proposed model, the selection of job location can weaken the direct effect of obsession to anxiety. The study provides practical implications for mitigating the mental health effects induced by global health crises, like the pandemic, for hospitality employees.
{"title":"The impact of COVID-19 on hospitality employee's mental health. The moderating role of job location selection","authors":"Konstantinos Krikonis , Ioannis Konstantaras , Andreas C. Georgiou , Konstantina Skouri , Eleni Jelastopulu","doi":"10.1016/j.ijhm.2024.104065","DOIUrl":"10.1016/j.ijhm.2024.104065","url":null,"abstract":"<div><div>The aim of the current study is to explore the effects of COVID-19 on the mental health of the hospitality workforce, using the transactional theory of stress and coping. We examined how obsession with COVID-19 contributes to Coronavirus anxiety levels and posited that this link is moderated by job location selection. We tested models using data from 403 seasonal hospitality personnel who worked for two consecutive tourism periods in Greece. The results indicate that the levels of obsession and anxiety vary among occupations, with education decreasing, and the number of children increasing their levels. The moderated mediation analysis reveals that, in the proposed model, the selection of job location can weaken the direct effect of obsession to anxiety. The study provides practical implications for mitigating the mental health effects induced by global health crises, like the pandemic, for hospitality employees.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104065"},"PeriodicalIF":9.9,"publicationDate":"2024-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142874744","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Expanding upon the dynamic capabilities view, our research discusses how the usage of marketing analytics affects marketing agility and hotel performance. Our study used objective data on hotel performance and subjective data on marketing analysis usage from 866 hotel managers in the UK hospitality industry. We utilised structural equation modelling and regression to analyse the collected data. Findings indicate that marketing analytics significantly impact both financial and market performance. It also shows that marketing agility mediates the link between marketing analytics use and financial performance. Moreover, fit facets (i.e., data-tools fit, employees-tools fit, and task-tools fit) and market turbulence moderate the above relationship.
{"title":"How and when do marketing analytics pay off in the travel and tourism industry? The role of marketing agility and fit perspective","authors":"Gomaa Agag , Anish Yousaf , Abhishek Mishra , Insha Amin","doi":"10.1016/j.ijhm.2024.104060","DOIUrl":"10.1016/j.ijhm.2024.104060","url":null,"abstract":"<div><div>Expanding upon the dynamic capabilities view, our research discusses how the usage of marketing analytics affects marketing agility and hotel performance. Our study used objective data on hotel performance and subjective data on marketing analysis usage from 866 hotel managers in the UK hospitality industry. We utilised structural equation modelling and regression to analyse the collected data. Findings indicate that marketing analytics significantly impact both financial and market performance. It also shows that marketing agility mediates the link between marketing analytics use and financial performance. Moreover, fit facets (i.e., data-tools fit, employees-tools fit, and task-tools fit) and market turbulence moderate the above relationship.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104060"},"PeriodicalIF":9.9,"publicationDate":"2024-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142874826","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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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