Purpose This paper aims to generate knowledge of the impact of different virtual reality (VR) set-ups in tourism promotion regarding destination image, place attachment and behavioural intention. Design/methodology/approach The paper presents a comparative study of the impact of different visualisation technologies (video, immersive VR and multisensory immersive VR) to promote tourism destinations. The study’s dependent variables are destination image, place attachment and behaviour intention. Findings Results show that VR content impacts these variables. Multisensory immersive VR is the preferred content type for destination promotion. It is also evidenced that female participants scored each variable higher than male participants. Males reported higher scores on the video set-up for destination image and place attachment. Behavioural intention reported higher values in the video when compared to immersive VR in both sexes. Practical implications This paper concludes that there is a preference towards multisensory set-ups, which suggests that incorporating audiovisual and sensory elements can significantly enhance the effectiveness of VR experiences in attracting and engaging potential tourists. Originality/value The paper contributes to the scarce body of knowledge regarding the impact of different VR factors on tourism promotion, including the multisensory VR component.
{"title":"The impact of virtual reality and biological sex on the promotion of tourist destinations: effects on destination image, place attachment, and behavioural intention","authors":"Miguel Melo, Guilherme Gonçalves, Filipa Jorge, Nieves Losada, Luís Barbosa, Mário Sérgio Teixeira, Maximino Bessa","doi":"10.1108/jhtt-01-2023-0015","DOIUrl":"https://doi.org/10.1108/jhtt-01-2023-0015","url":null,"abstract":"Purpose This paper aims to generate knowledge of the impact of different virtual reality (VR) set-ups in tourism promotion regarding destination image, place attachment and behavioural intention. Design/methodology/approach The paper presents a comparative study of the impact of different visualisation technologies (video, immersive VR and multisensory immersive VR) to promote tourism destinations. The study’s dependent variables are destination image, place attachment and behaviour intention. Findings Results show that VR content impacts these variables. Multisensory immersive VR is the preferred content type for destination promotion. It is also evidenced that female participants scored each variable higher than male participants. Males reported higher scores on the video set-up for destination image and place attachment. Behavioural intention reported higher values in the video when compared to immersive VR in both sexes. Practical implications This paper concludes that there is a preference towards multisensory set-ups, which suggests that incorporating audiovisual and sensory elements can significantly enhance the effectiveness of VR experiences in attracting and engaging potential tourists. Originality/value The paper contributes to the scarce body of knowledge regarding the impact of different VR factors on tourism promotion, including the multisensory VR component.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136292758","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-09DOI: 10.1108/jhtt-04-2023-0095
Anil Bilgihan, Peter Ricci
Purpose This paper aims to explore the impact of emerging technologies, such as virtual reality, voice search, artificial intelligence, robotics and the Metaverse on hotel sales, marketing and revenue optimization. Design/methodology/approach This paper uses a combination of articles published in Journal of Hospitality and Tourism Technology and industry case studies to examine the integration of innovative technologies in hotel sales, marketing and revenue optimization strategies, plus the role of fundamental practices in ensuring long-term success. Findings The analysis demonstrates that innovative technologies can significantly enhance customer engagement, streamline booking processes and unlock new revenue streams. However, this paper also highlights the importance of fundamental marketing practices, such as user-friendly websites, fast and reliable/mobile-friendly websites, search engine optimization, social media engagement, content marketing and data-driven revenue management, in maintaining a hotel’s competitive advantage in the dynamic world of hospitality. Practical implications The findings suggest that hoteliers need to strike a balance between embracing emerging technologies and maintaining traditional marketing fundamentals to remain competitive and drive revenue growth. This integrated approach ensures long-term success in the ever-evolving hospitality landscape. Originality/value This paper bridges the gap between academia and industry practitioners by providing practical insights and implications that can be applied directly to hotels’ marketing and operational practices. The paper highlights the importance of balancing innovation with fundamental marketing strategies, emphasizing the need for an integrated approach to ensure long-term success in the ever-evolving world of hotel sales, marketing and revenue optimization – as well as those same tools in a plethora of hospitality and tourism venues working alongside the accommodations sector.
本文旨在探讨虚拟现实、语音搜索、人工智能、机器人技术和虚拟世界等新兴技术对酒店销售、营销和收益优化的影响。本文结合《酒店与旅游技术杂志》(Journal of Hospitality and Tourism Technology)上发表的文章和行业案例研究，考察了创新技术在酒店销售、营销和收益优化策略中的整合，以及基础实践在确保长期成功方面的作用。分析表明，创新技术可以显著提高客户参与度，简化预订流程，并创造新的收入来源。然而，本文还强调了基本营销实践的重要性，如用户友好型网站、快速可靠/移动友好型网站、搜索引擎优化、社交媒体参与、内容营销和数据驱动的收入管理，以保持酒店在充满活力的酒店业的竞争优势。研究结果表明，酒店经营者需要在拥抱新兴技术和保持传统营销基础之间取得平衡，以保持竞争力并推动收入增长。这种综合方法确保在不断变化的酒店业中取得长期成功。本文通过提供可直接应用于酒店营销和运营实践的实际见解和启示，弥合了学术界和行业从业者之间的差距。该报告强调了平衡创新与基本营销策略的重要性，强调了在不断发展的酒店销售、营销和收入优化领域，以及在众多酒店和旅游场所与住宿部门一起工作的相同工具中，需要采用综合方法来确保长期成功。
{"title":"The new era of hotel marketing: integrating cutting-edge technologies with core marketing principles","authors":"Anil Bilgihan, Peter Ricci","doi":"10.1108/jhtt-04-2023-0095","DOIUrl":"https://doi.org/10.1108/jhtt-04-2023-0095","url":null,"abstract":"Purpose This paper aims to explore the impact of emerging technologies, such as virtual reality, voice search, artificial intelligence, robotics and the Metaverse on hotel sales, marketing and revenue optimization. Design/methodology/approach This paper uses a combination of articles published in Journal of Hospitality and Tourism Technology and industry case studies to examine the integration of innovative technologies in hotel sales, marketing and revenue optimization strategies, plus the role of fundamental practices in ensuring long-term success. Findings The analysis demonstrates that innovative technologies can significantly enhance customer engagement, streamline booking processes and unlock new revenue streams. However, this paper also highlights the importance of fundamental marketing practices, such as user-friendly websites, fast and reliable/mobile-friendly websites, search engine optimization, social media engagement, content marketing and data-driven revenue management, in maintaining a hotel’s competitive advantage in the dynamic world of hospitality. Practical implications The findings suggest that hoteliers need to strike a balance between embracing emerging technologies and maintaining traditional marketing fundamentals to remain competitive and drive revenue growth. This integrated approach ensures long-term success in the ever-evolving hospitality landscape. Originality/value This paper bridges the gap between academia and industry practitioners by providing practical insights and implications that can be applied directly to hotels’ marketing and operational practices. The paper highlights the importance of balancing innovation with fundamental marketing strategies, emphasizing the need for an integrated approach to ensure long-term success in the ever-evolving world of hotel sales, marketing and revenue optimization – as well as those same tools in a plethora of hospitality and tourism venues working alongside the accommodations sector.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135045182","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-28DOI: 10.1108/jhtt-05-2022-0145
Yanhong Chen, Luning Liu, Zhenyuan Zhang
Purpose This paper aims to investigate the causal inferences between mobile application adoption and changes in travelers’ purchasing behavior regarding services supported by the travel and tourism industry. Design/methodology/approach Using a quasi-experiment conducted by an airline, data sets from more than 10,000 travelers were collected, and hypotheses were tested using propensity score matching and difference-in-difference methods. Findings Mobile application adoption has a significant positive effect on the total purchasing frequency of services and a significant adverse effect on booking tickets in advance and purchasing frequency from self-owned websites. Besides, this finding also suggested that members or travelers who had high average purchases in the past tend to buy more air tickets on average after mobile application adoption, while the number of days to book tickets in advance and purchase auxiliary services declined after mobile application adoption. However, males purchased more auxiliary services via mobile applications. Research limitations/implications The study is based on the causal effect of mobile application adoption on purchasing behavior. Nevertheless, the theoretical basis remains relatively weak. Furthermore, the underlying mechanisms that cause the changes in purchasing behavior via mobile applications need to be elucidated. Practical implications This study enriches the hospitality and tourism literature on mobile application adoptions, multichannel purchasing behavior and revenue management. First, a quasi-experimental design is used to verify a causal relationship between mobile applications’ adoption and travelers’ purchasing behavior in the travel and tourism industry. Second, this study adds to examining travelers’ multichannel purchasing behavior in the travel and tourism industry. Third, this work enriches the current literature that explores auxiliary services and revenue management in the travel industry. Originality/value Mobile application adoption significantly impacted the travel and tourism industry. Besides, To the best of the authors’ knowledge, this is one of the first empirical studies that examined changes in purchasing behavior due to mobile application adoption from the perspective of service type. The findings provide the first evidence of the impact of mobile application adoption on service purchasing in the travel industry.
{"title":"The impact of mobile applications on airline ticket purchasing behavior: a quasi-experiment","authors":"Yanhong Chen, Luning Liu, Zhenyuan Zhang","doi":"10.1108/jhtt-05-2022-0145","DOIUrl":"https://doi.org/10.1108/jhtt-05-2022-0145","url":null,"abstract":"Purpose This paper aims to investigate the causal inferences between mobile application adoption and changes in travelers’ purchasing behavior regarding services supported by the travel and tourism industry. Design/methodology/approach Using a quasi-experiment conducted by an airline, data sets from more than 10,000 travelers were collected, and hypotheses were tested using propensity score matching and difference-in-difference methods. Findings Mobile application adoption has a significant positive effect on the total purchasing frequency of services and a significant adverse effect on booking tickets in advance and purchasing frequency from self-owned websites. Besides, this finding also suggested that members or travelers who had high average purchases in the past tend to buy more air tickets on average after mobile application adoption, while the number of days to book tickets in advance and purchase auxiliary services declined after mobile application adoption. However, males purchased more auxiliary services via mobile applications. Research limitations/implications The study is based on the causal effect of mobile application adoption on purchasing behavior. Nevertheless, the theoretical basis remains relatively weak. Furthermore, the underlying mechanisms that cause the changes in purchasing behavior via mobile applications need to be elucidated. Practical implications This study enriches the hospitality and tourism literature on mobile application adoptions, multichannel purchasing behavior and revenue management. First, a quasi-experimental design is used to verify a causal relationship between mobile applications’ adoption and travelers’ purchasing behavior in the travel and tourism industry. Second, this study adds to examining travelers’ multichannel purchasing behavior in the travel and tourism industry. Third, this work enriches the current literature that explores auxiliary services and revenue management in the travel industry. Originality/value Mobile application adoption significantly impacted the travel and tourism industry. Besides, To the best of the authors’ knowledge, this is one of the first empirical studies that examined changes in purchasing behavior due to mobile application adoption from the perspective of service type. The findings provide the first evidence of the impact of mobile application adoption on service purchasing in the travel industry.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135344096","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-27DOI: 10.1108/jhtt-07-2022-0227
Myongjee Yoo, Ashok K. Singh, Noah Loewy
Purpose The purpose of this study is to develop a model that accurately forecasts hotel room cancelations and further determines the key cancelation drivers. Design/methodology/approach Predictive modeling, specifically the machine learning methods, is used to forecast room cancelations and identify the main cancelation factors. Findings By using three different classification algorithms, this study demonstrates that hotel room cancelation can be accurately predicted using XGBoost, as well as the ensemble method involving Support Vector Machine, Random Forest and XGBoost. Originality/value This study attempted to forecast hotel room cancelations by applying a relatively new method, machine learning. By implementing predictive modeling, one of the most emerging and innovative research methods, this study ultimately provides prediction suggestions in various aspects and levels for hotel management operations.
{"title":"Predicting hotel booking cancelation with machine learning techniques","authors":"Myongjee Yoo, Ashok K. Singh, Noah Loewy","doi":"10.1108/jhtt-07-2022-0227","DOIUrl":"https://doi.org/10.1108/jhtt-07-2022-0227","url":null,"abstract":"Purpose The purpose of this study is to develop a model that accurately forecasts hotel room cancelations and further determines the key cancelation drivers. Design/methodology/approach Predictive modeling, specifically the machine learning methods, is used to forecast room cancelations and identify the main cancelation factors. Findings By using three different classification algorithms, this study demonstrates that hotel room cancelation can be accurately predicted using XGBoost, as well as the ensemble method involving Support Vector Machine, Random Forest and XGBoost. Originality/value This study attempted to forecast hotel room cancelations by applying a relatively new method, machine learning. By implementing predictive modeling, one of the most emerging and innovative research methods, this study ultimately provides prediction suggestions in various aspects and levels for hotel management operations.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135477821","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-26DOI: 10.1108/jhtt-11-2022-0305
Chanmi Hong, Eun-Kyong (Cindy) Choi, Hyun-Woo Joung, Hak-Seon Kim
Purpose Food delivery robot service (FDRS) is a novel service using autonomous delivery robots that alters human delivery in mobile food ordering. Despite FDRS companies’ skyrocketing service expansions throughout the USA, there has been limited understanding of customer perceived value, customer satisfaction and loyalty which is imperative to promote repeat sales. Therefore, this study aims to examine customer perceived value of FDRS, identify antecedents of customer satisfaction with FDRS and investigate the additional impact of customer satisfaction and loyalty toward FDRS and the restaurant using FDRS. Design/methodology/approach As a sample population, this study targeted the US customers over 18 years old and have used FDRS within the past 12 months. With a total of 323 responses, descriptive statistics, confirmatory factor analysis and structural equation modeling were conducted for data analysis. Findings The findings of this study demonstrate the positive impacts of functional, price and emotional value on customer satisfaction. The current study also shows that customer satisfaction positively influences customer loyalty toward FDRS and the restaurant. Originality/value To the best of the authors’ knowledge, the current study is arguably the first to investigate customers’ post-purchase experience with FDRS, which enhances understanding of customer behavior toward the service. Moreover, with a multidimensional consumption value approach from the theory of consumption values, this study provides a single framework to explore the relations between customer perceived value, satisfaction and loyalty in the FDRS context.
{"title":"The impact of customer perceived value on customer satisfaction and loyalty toward the food delivery robot service","authors":"Chanmi Hong, Eun-Kyong (Cindy) Choi, Hyun-Woo Joung, Hak-Seon Kim","doi":"10.1108/jhtt-11-2022-0305","DOIUrl":"https://doi.org/10.1108/jhtt-11-2022-0305","url":null,"abstract":"Purpose Food delivery robot service (FDRS) is a novel service using autonomous delivery robots that alters human delivery in mobile food ordering. Despite FDRS companies’ skyrocketing service expansions throughout the USA, there has been limited understanding of customer perceived value, customer satisfaction and loyalty which is imperative to promote repeat sales. Therefore, this study aims to examine customer perceived value of FDRS, identify antecedents of customer satisfaction with FDRS and investigate the additional impact of customer satisfaction and loyalty toward FDRS and the restaurant using FDRS. Design/methodology/approach As a sample population, this study targeted the US customers over 18 years old and have used FDRS within the past 12 months. With a total of 323 responses, descriptive statistics, confirmatory factor analysis and structural equation modeling were conducted for data analysis. Findings The findings of this study demonstrate the positive impacts of functional, price and emotional value on customer satisfaction. The current study also shows that customer satisfaction positively influences customer loyalty toward FDRS and the restaurant. Originality/value To the best of the authors’ knowledge, the current study is arguably the first to investigate customers’ post-purchase experience with FDRS, which enhances understanding of customer behavior toward the service. Moreover, with a multidimensional consumption value approach from the theory of consumption values, this study provides a single framework to explore the relations between customer perceived value, satisfaction and loyalty in the FDRS context.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134886065","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose This study aims to investigate Generation Z’s perception of and experience with restaurant service robots. Design/methodology/approach Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted with Generation Z consumers. Findings The results showed that Generation Z consumers had a generally positive attitude toward the usage of service robots in restaurants. Research participants also indicated aspects that can be improved: the service robot’s appearance design and functionality, and the human service facilitating the robotic service process. Research limitations/implications This paper provides a holistic understanding of the Generation Z’s mind maps about robot service restaurants presenting practical suggestions for restaurants. Practical implications This research offers an in-depth understanding of how the young consumption power perceives and expects the innovative service robots employed in restaurants. The research findings provide industry practitioners with timely guidelines to improve the usage of robotic services in restaurants to satisfy the emerging consumer group of Generation Z. Originality/value The current research contributes to the servicescape literature by extending this long-standing theory to the emerging robotic service contexts for updating discoveries. Particularly, the study focuses on the young consumers of Generation Z, shedding lights on the generational cohort research.
{"title":"A projective approach to understanding the Generation Z’s experience with service robots in restaurants","authors":"Caiwei Ma, Po-Ju Chen, Lianping Ren, Alei Fan, Viput Ongsakul","doi":"10.1108/jhtt-01-2022-0020","DOIUrl":"https://doi.org/10.1108/jhtt-01-2022-0020","url":null,"abstract":"Purpose This study aims to investigate Generation Z’s perception of and experience with restaurant service robots. Design/methodology/approach Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted with Generation Z consumers. Findings The results showed that Generation Z consumers had a generally positive attitude toward the usage of service robots in restaurants. Research participants also indicated aspects that can be improved: the service robot’s appearance design and functionality, and the human service facilitating the robotic service process. Research limitations/implications This paper provides a holistic understanding of the Generation Z’s mind maps about robot service restaurants presenting practical suggestions for restaurants. Practical implications This research offers an in-depth understanding of how the young consumption power perceives and expects the innovative service robots employed in restaurants. The research findings provide industry practitioners with timely guidelines to improve the usage of robotic services in restaurants to satisfy the emerging consumer group of Generation Z. Originality/value The current research contributes to the servicescape literature by extending this long-standing theory to the emerging robotic service contexts for updating discoveries. Particularly, the study focuses on the young consumers of Generation Z, shedding lights on the generational cohort research.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135436498","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose This study aims to investigate the link between information technology capabilities (ITC) and organizational performance (OP) in the hospitality industry by focusing on the indirect effect of sustainability practices, service innovation (SINO), service improvement (SIMP) and the moderating role of top management support (TMS). Design/methodology/approach Time-lagged survey data from 488 hotel managers in the United Arab Emirates was used in this study to examine the hypotheses by the PROCESS Macro. Findings The authors found significant support for our framework, demonstrating that ITC are linked with OP. The study found that ITC and OP are sequentially mediated by sustainability practices, SINO and SIMP. Additionally, the influence of information technology (IT) capabilities on OP is moderated by TMS, whereas TMS also enhances the sequential mediating effect of sustainability practices, SINO and improvement, such that the sequential mediating effect is stronger when TMS is at a high level. Originality/value To the best of the authors’ knowledge, this paper is the first to examine the sequentially moderated mediating effect of sustainability practices and then SINO and SIMP between ITC and OP using a time-lagged design in the hospitality industry.
{"title":"Resource-based view theory perspective of information technology capabilities on organizational performance in hospitality firms: a time-lagged investigation","authors":"Khalid Mehmood, Adil Zia, Haseena Bader Alkatheeri, Fauzia Jabeen, Hui Zhang","doi":"10.1108/jhtt-05-2021-0149","DOIUrl":"https://doi.org/10.1108/jhtt-05-2021-0149","url":null,"abstract":"Purpose This study aims to investigate the link between information technology capabilities (ITC) and organizational performance (OP) in the hospitality industry by focusing on the indirect effect of sustainability practices, service innovation (SINO), service improvement (SIMP) and the moderating role of top management support (TMS). Design/methodology/approach Time-lagged survey data from 488 hotel managers in the United Arab Emirates was used in this study to examine the hypotheses by the PROCESS Macro. Findings The authors found significant support for our framework, demonstrating that ITC are linked with OP. The study found that ITC and OP are sequentially mediated by sustainability practices, SINO and SIMP. Additionally, the influence of information technology (IT) capabilities on OP is moderated by TMS, whereas TMS also enhances the sequential mediating effect of sustainability practices, SINO and improvement, such that the sequential mediating effect is stronger when TMS is at a high level. Originality/value To the best of the authors’ knowledge, this paper is the first to examine the sequentially moderated mediating effect of sustainability practices and then SINO and SIMP between ITC and OP using a time-lagged design in the hospitality industry.","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135437055","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-21DOI: 10.1108/jhtt-09-2021-0278
Gleb Glukhov, Ivan Derevitskii, Oksana Severiukhina, Klavdiya Olegovna Bochenina
Purpose Using the data set about the restaurants from different countries and their customer's feedback, the purpose of this paper is to address the following issues: in the restaurant industry, how have user behavior and preferences changed during the COVID-19 restrictions period, how did these changes influence the performance of recommendation algorithms and which methods can be proposed to improve the quality of restaurant recommendations in a lockdown scenario. Design/methodology/approach To assess changes in user behavior and preferences, quantitative and qualitative data analysis was performed to assess the changes in user behavior and preferences. The authors compared the situation before and during the COVID-19 restrictions period. To evaluate the performance of restaurant recommendation systems in a non-stationary setting, the authors tested state-of-the-art collaborative filtering algorithms. This study proposes and investigates a filtering-based approach to improve the quality of recommendation algorithms for a lockdown scenario. Findings This study revealed that during the COVID-19 restrictions period, the average rating values and the number of reviews have changed. The experimental study confirmed that: the performance of all state-of-the-art recommender systems for the restaurant industry has significantly degraded during the COVID-19 restrictions period; and the accuracy and the stability of restaurant recommendations in non-stationary settings may be improved using the sliding window and post-filtering methods. Practical implications The authors propose two novel methods: the sliding window and closed restaurants post-filtering method based on the CatBoost classification model. These methods can be applied to classical collaborative recommender algorithms and increase the value of metrics under non-stationary conditions. These methods can be helpful for developers of recommender systems and massive aggregators of restaurants and hotels. Thus, it benefits both the app end-user and business owners because users honestly rate restaurants when they receive good recommendations and do not downgrade because of external factors. Originality/value To the best of the authors’ knowledge, this paper provides the first extensive and multifaceted experimental study of the impact of COVID-19 restrictions on the effectiveness of restaurant recommendation systems in different countries. Two novel methods to tackle restaurant recommendations' performance degradation are proposed and validated.
{"title":"Dynamic recommendation algorithms for a COVID-19 restrictions scenario in the restaurant industry","authors":"Gleb Glukhov, Ivan Derevitskii, Oksana Severiukhina, Klavdiya Olegovna Bochenina","doi":"10.1108/jhtt-09-2021-0278","DOIUrl":"https://doi.org/10.1108/jhtt-09-2021-0278","url":null,"abstract":"\u0000Purpose\u0000Using the data set about the restaurants from different countries and their customer's feedback, the purpose of this paper is to address the following issues: in the restaurant industry, how have user behavior and preferences changed during the COVID-19 restrictions period, how did these changes influence the performance of recommendation algorithms and which methods can be proposed to improve the quality of restaurant recommendations in a lockdown scenario.\u0000\u0000\u0000Design/methodology/approach\u0000To assess changes in user behavior and preferences, quantitative and qualitative data analysis was performed to assess the changes in user behavior and preferences. The authors compared the situation before and during the COVID-19 restrictions period. To evaluate the performance of restaurant recommendation systems in a non-stationary setting, the authors tested state-of-the-art collaborative filtering algorithms. This study proposes and investigates a filtering-based approach to improve the quality of recommendation algorithms for a lockdown scenario.\u0000\u0000\u0000Findings\u0000This study revealed that during the COVID-19 restrictions period, the average rating values and the number of reviews have changed. The experimental study confirmed that: the performance of all state-of-the-art recommender systems for the restaurant industry has significantly degraded during the COVID-19 restrictions period; and the accuracy and the stability of restaurant recommendations in non-stationary settings may be improved using the sliding window and post-filtering methods.\u0000\u0000\u0000Practical implications\u0000The authors propose two novel methods: the sliding window and closed restaurants post-filtering method based on the CatBoost classification model. These methods can be applied to classical collaborative recommender algorithms and increase the value of metrics under non-stationary conditions. These methods can be helpful for developers of recommender systems and massive aggregators of restaurants and hotels. Thus, it benefits both the app end-user and business owners because users honestly rate restaurants when they receive good recommendations and do not downgrade because of external factors.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this paper provides the first extensive and multifaceted experimental study of the impact of COVID-19 restrictions on the effectiveness of restaurant recommendation systems in different countries. Two novel methods to tackle restaurant recommendations' performance degradation are proposed and validated.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44505164","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-17DOI: 10.1108/jhtt-02-2023-0051
Jinsoo Hwang, Kyuhyeon Joo, H. M. Kim, Kwang-Woo Lee
Purpose The purpose of this study examined the effect of the eight dimensions of consumer innovativeness on brand satisfaction. In addition, this study investigated how brand satisfaction affects brand preference and brand loyalty. Lastly, how brand preference plays to form brand loyalty was also explored. Design/methodology/approach A survey was conducted via an online platform with the participants using an online firm in South Korea to evaluate the proposed research model. The data was collected from 326 people who used a coffee shop where robots provide the services. Findings The data analysis results indicated that the five dimensions of consumer innovativeness, which include novelty seeking, openness, quality experience seeking, hedonic experience seeking and social distinctiveness, aid to enhance brand satisfaction. Furthermore, it was discovered that brand satisfaction plays an important role with the formation of brand preference and brand loyalty. Originality/value There are few studies which focus how coffee consumers assess the value of a coffee brand. Thus, it would be meaningful to examine what impacts of consumer innovativeness exist in regards to robotic barista services that are related to brand satisfaction, brand preference and brand loyalty.
{"title":"Technological change in the context of robotic coffee shops: focusing on consumer innovativeness","authors":"Jinsoo Hwang, Kyuhyeon Joo, H. M. Kim, Kwang-Woo Lee","doi":"10.1108/jhtt-02-2023-0051","DOIUrl":"https://doi.org/10.1108/jhtt-02-2023-0051","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study examined the effect of the eight dimensions of consumer innovativeness on brand satisfaction. In addition, this study investigated how brand satisfaction affects brand preference and brand loyalty. Lastly, how brand preference plays to form brand loyalty was also explored.\u0000\u0000\u0000Design/methodology/approach\u0000A survey was conducted via an online platform with the participants using an online firm in South Korea to evaluate the proposed research model. The data was collected from 326 people who used a coffee shop where robots provide the services.\u0000\u0000\u0000Findings\u0000The data analysis results indicated that the five dimensions of consumer innovativeness, which include novelty seeking, openness, quality experience seeking, hedonic experience seeking and social distinctiveness, aid to enhance brand satisfaction. Furthermore, it was discovered that brand satisfaction plays an important role with the formation of brand preference and brand loyalty.\u0000\u0000\u0000Originality/value\u0000There are few studies which focus how coffee consumers assess the value of a coffee brand. Thus, it would be meaningful to examine what impacts of consumer innovativeness exist in regards to robotic barista services that are related to brand satisfaction, brand preference and brand loyalty.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44677886","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-15DOI: 10.1108/jhtt-02-2022-0033
Rafael Bravo, Sara Catalán, J. Pina
Purpose This paper aims to examine the differential effects of gamified loyalty programmes and conventional loyalty programmes on customer engagement behaviours. Design/methodology/approach A 2 × 2 × 2 experiment was conducted that manipulated gamification (gamified vs non-gamified), reward levels (high vs low) and reward type (economic vs social). Data collected from a sample of 315 individuals were analysed through partial least squares and tests of means. Findings Gamification can improve the attractiveness of loyalty programmes by influencing perceptions of playfulness and reward satisfaction. In fact, gamification lowers the importance that customers attach to reward levels. As a result, customers perceive higher hedonic and utilitarian value, which positively influences their engagement behaviours. Originality/value To the best of the authors’ knowledge, this study is one of the first studies to attempt to empirically analyse whether incorporating gamification into loyalty programmes influences customer engagement behaviours in the hospitality context.
{"title":"The impact of gamified loyalty programmes on customer engagement behaviours. A hotel industry application","authors":"Rafael Bravo, Sara Catalán, J. Pina","doi":"10.1108/jhtt-02-2022-0033","DOIUrl":"https://doi.org/10.1108/jhtt-02-2022-0033","url":null,"abstract":"\u0000Purpose\u0000This paper aims to examine the differential effects of gamified loyalty programmes and conventional loyalty programmes on customer engagement behaviours.\u0000\u0000\u0000Design/methodology/approach\u0000A 2 × 2 × 2 experiment was conducted that manipulated gamification (gamified vs non-gamified), reward levels (high vs low) and reward type (economic vs social). Data collected from a sample of 315 individuals were analysed through partial least squares and tests of means.\u0000\u0000\u0000Findings\u0000Gamification can improve the attractiveness of loyalty programmes by influencing perceptions of playfulness and reward satisfaction. In fact, gamification lowers the importance that customers attach to reward levels. As a result, customers perceive higher hedonic and utilitarian value, which positively influences their engagement behaviours.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this study is one of the first studies to attempt to empirically analyse whether incorporating gamification into loyalty programmes influences customer engagement behaviours in the hospitality context.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41720402","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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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