Locational strategies of international hotel chains

An empirical study was undertaken into the expansion strategies of international hotel operators in five countries in Eastern Central Europe. A questionnaire survey was conducted of the leading chains, framed around an eclectic paradigm. The analysis was complemented with multivariate analysis of competitive and locational strengths, thereby permitting additional insights into the relative positions of the major companies. The major ownership advantages were knowledge of guest requirements, strategic planning, and reservation systems. Locational advantages identified consisted of the size and nature of the city in which the hotel was to be located, the infrastructure within the region, and the perception of the region as an attractive business destination.     

International leisure tourists’ involvement profile

The involvement construct has received a great deal of attention in recent years. However, the majority of research on this topic has focused on internal tourists, recreational activities participants, or associated services and products. Using survey data collected from European leisure tourists at an international destination, this study examined the underlying dimensions of their involvement. Scale unidimensionality is first revealed by an exploratory factor analysis and validated by a confirmatory factor analysis. The data suggested that this is a three dimensional construct: pleasure/interest, risk probability, and risk importance. Construct validity, including discriminant, convergent and nomological validity, and reliability are also satisfactorily established.     

Organizational Learning and Hotel Performance: The Role of Capabilities’ Hierarchy

Building on the capabilities’ hierarchy concept, a model of the effect of organizational learning on hotel performance is proposed and tested in this study. Data was collected from 240 managers in the hotel industry of United Kingdom and Pakistan via survey. The results revealed strong direct inter-relation between different level of capabilities and an indirect relation between organizational learning and performance through these capabilities. This paper makes theoretical contributions to management as well as hospitality and tourism research by generating an integrative and unifying framework for an organizational learning performance relationship, clarifying capabilities inter-relationships and empirically revealing the exact way these capabilities enhance performance. Also, it has practical implications for hotel managers’ understanding on the development and use of capabilities as a hierarchy in enhancing their hotel performance.     

Residents’ perceptions of community tourism impacts

This study investigated residents’ perceptions of tourism’s impact on communities. Data were collected via a statewide survey, using social exchange theory; results suggest residents recognize many positive and negative consequences. Those who feel tourism is important for economic development, benefit from it, and are knowledgeable about the greater positive impacts, but do not differ from others with respect to perceptions of tourism’s negative consequences. It is becoming clear that broad-based education and awareness campaigns may be a step toward increased understanding of the industry and, ultimately, greater support of the benefits to a community.     

Key Managerial Accounting Skills for Lodging Industry Managers: The Third Phase of a Repeated Cross-Sectional Study

This study is the third phase of a repeated cross-sectional study that explores the current rankings of important accounting skills to lodging managers and the changes in the importance of accounting skills to lodging managers over time. In this study, as with two prior studies, financial executives were asked to rate the importance of a list of managerial accounting skills used by hotel general managers. The top three managerial accounting skills were the operating budget, the income statement, and analysis of variances. This study can provide a better sense of the perception of importance of accounting skills utilized by lodging managers. It will be useful for hospitality educators in designing the curriculum for managerial accounting courses to meet the expectations of the current hospitality industry.     

Green Marketing: Hotel Customers’ Perspective

Green marketing should appeal to the needs and desires of environmentally concerned customers. The aim of this study was to investigate hotel customers’ perceptions of hotels’ green marketing strategies. A questionnaire containing 30 statements was used to gauge respondents’ perceptions of different hotel green marketing strategies. Using exploratory factor analysis to identify interpretable orthogonal factors, five factors were identified and interpreted: (1) Green Partnership; (2) Development of Green Products and Services; (3) Genuine Green Products and Services; (4) Higher Price for Green Products and Services; and (5) Credibility of Green Promotion. Independent t-tests and one-way analysis of variance were conducted to examine significant differences between hotel customers’ ratings of the importance of the identified factors according to demographic variables. This is one of the first research studies to examine green marketing in the hotel industry. The discussion of the findings includes some practical implications to help hotel marketers implement more effective green marketing strategies.     

Change or perish: Examining the role of human capital and dynamic marketing capabilities in the hospitality sector

Many researchers have endeavored to explain which factors contribute to sustainable competitive advantage. Toward this end, this study contributes to the marketing and hospitality management literature by providing empirical evidence on how human capital, dynamic marketing capabilities, and market dynamism influence competitive advantage in the hotel sector. We collected cross-sectional survey data from marketing and sales managers in 165 hotels, along with in-depth interviews in three hotels, based in four Gulf Cooperation Council (GCC) countries, namely, Saudi Arabia, Qatar, United Arab Emirates and Bahrain. The findings reveal that human capital directly, and indirectly through dynamic marketing capabilities, plays a critical role on developing competitive advantage. To contextualize this role, our research reveals that market dynamism moderates the mediated relationship between human capital and competitive advantage via market sensing capabilities. We discuss how the findings offer theoretical and managerial implications for the development of competitive advantage in the hotel sector.     

Hotel safety and security systems: Bridging the gap between managers and guests

Safety and security are important factors in guests’ selection of a hotel. Hoteliers normally follow local regulations when designing a hotel's safety and security systems, but which system features hotel guests perceive to be the most important and which they expect to find in place remain open questions. The main aim of this research is thus to investigate the gap between hotel safety and security managers’ and hotel guests’ perceptions of the relative importance of safety and security facilities. Two sets of questionnaires – designed for managers and guests, respectively – containing 32 attributes were used to gauge respondents’ perceptions of different hotel safety and security system installations. Independent t-tests and one-way ANOVA were employed to examine significant differences in the way managers and guests rate the importance of hotel in-house safety and security systems.The findings reveal that guests perceive “well-equipped fire prevention systems in accordance with local regulations”, “an emergency plan”, “an emergency lighting system”, “a 24-h uniformed security guard” and “the regular testing of hotel safety and security systems” to be the top five in-house safety and security systems, whereas hotel managers perceive “closed-circuit television systems for hotel public areas”, “emergency lighting systems” and “application of a guest key to activate the lifts to guest floors” to be the third through fifth most important. The results also indicate two good matches, six under-perceptions and four over-perceptions, indicating that managers may require a better understanding of guest expectations.In addition to gap analysis, this study discusses the importance of staff safety and security training, the acceptance of high-tech safety and security systems and the need for female guest floors, and provides a number of insights to help hotel managers better understand the needs of their customers, thereby allowing them to employ measures that are likely to keep customers’ satisfied.     

The differences in hotel selection among various types of travellers: A comparative analysis with a useful bounded rationality behavioural decision support model

This study aims to investigate the hotel selection differences among different types of travellers through online hotel reviews. Specifically, the study performs a detailed examination of the differences in hotel key factors, criterion importance and selection results among five types of travellers, namely, business, couples, families, friends and solo. Using a sample of 194,885 online reviews on TripAdvisor.com, this study identifies the hotel key factors and criterion importance by employing the term frequency-inverse document frequency algorithm and Word2Vec algorithm. Additionally, a bounded rationality behavioural decision support model with picture fuzzy information is proposed to address hotel selection problems for different traveller types. Our results suggest that different types of travellers present differences in hotel key factors, criterion importance and selection results. However, families and friends have similar hotel selection results. This study can serve as a reference for hotel managers in understanding traveller preferences and for tourism website optimisation.     

Hotel guests’ perceptions of environmental friendly practices in social media

Despite hotels’ managers spend substantial time and money on environmental initiatives; they are not sure whether their guests perceive their green efforts appropriately. The purpose of this study is to analyze guests’ perceptions of hotels’ environmental practices expressed through social media. Main results suggest that even though customers perceive green efforts regarding six items: Energy, Water, Purchasing, Waste, Site and Education & Innovation, they do not discern hotels' level of environmental commitment. Moreover, guests' perceptions of hotel efforts in environmentally friendly practices do not significantly differ by the mode of travel nor by the reviewer's experience in travel platforms. A relevant implication is that the communication about environmentally friendly practices needs to be redesigned and intensified by hotel managers in order to take advantage of these efforts.     

Residents' perceptions on tourism impacts

The limited explanatory research on residents' perceptions of tourism impacts has resulted in an underdeveloped theoretical orientation of research on this subject. This paper presents a social exchange process model as a theoretical basis for some understanding of why residents perceive tourism impacts positively or negatively. The model is based upon the concept of the exchange relation. Propositions are derived from the model to test the relationships between the model's components. These propositions have been developed from inferences based upon the social exchange literature.     

From tertiary education to innovating at work: What is really important for hotel managers?

The goal of the present study was to examine the link between hotel managers’ post-secondary education and the extent to which they used knowledge acquired from such education to solve problems and innovate at work. One hundred and sixty-one hotel managers in Jamaica were surveyed. Stepwise regression analysis was performed. The study found that variety of academic specializations and recency of academic qualifications were more important to hotel managers’ use of knowledge from education to solve problems and innovate at work than years of post-secondary education and the relatedness of such education to their current jobs. Leaders in the lodging sector should take the findings into consideration when recruiting and developing hotel managers. One hundred and sixty-one hotel managers in Jamaica were surveyed and stepwise regression analysis performed. The study found that variety of academic specializations and recency of academic qualifications were more important to the hotel managers' use of knowledge from education to solve problems and innovate at work than their years of post-secondary education and the relatedness of such education to their current jobs. The study's findings could have implications for how hotel managers are selected and developed in the future.     

Bridging the gap: An examination of the relative alignment of hospitality research and industry priorities

Effective organisational decision making in a highly competitive and fragmented market demands current and relevant insights. Given the global perspective in which the hotel sector operates, the need for such insight is intensified. This study seeks to establish a dialogue focussed on responding to this need by examining the relative alignment of hospitality research and industry priorities for the purpose of informing industry practices. First, a literature review of academic and trade publications in the hotel sector provide a baseline understanding of current discussion in their respective communities. Second, a series of in-depth interviews with managers of hotel properties were used to assess the perception of industry priorities on contemporary issues. Findings suggest that industry priorities are not consistent with the emphasis in the literature. Most notable, generational change was identified as of particular importance with respect to managing employees, while brand differentiation, or lack thereof, was highlighted as a concern when operating in a highly competitive market. To date, both issues appear to have received limited attention in the literature, representing a significant opportunity for future academic research.     

An Examination of the Relationship Between Employee Perception and Hotel Brand Equity

Brand management stresses the importance of satisfying the needs of external customers. Employee branding management shows an evolving trend as employees begin living the brand. It is, therefore, necessary that employees are convinced by the hotel brand prior to having confidence to “sell” the brand to customers. The present study aims to investigate employee perception toward hotel brand equity, particularly in the Hong Kong hotel industry. Factor analysis is used to identify four underlying factors—namely, employee commitment, employee engagement, employee identification, and service quality. The four constitute the perception of the employee on the evaluation of the brand. Correlation analysis is employed to examine relationship among the underlying factors and three dimensions of hotel brand equity—including brand image, brand awareness, and perceived quality. Moderate association is generally noted, and perceived quality has the most significant relationship with employee perception on brand equity. Managerial implications on employee branding management are introduced to hotel management. Topics for future research are also recommended.     

Hotel management style: a study of employee perceptions and preferences

This study investigates employee perceptions of, and preferences for, management practices within a five-star, medium-sized hotel. In particular, the study examines the hypothesis that hotel managers have become more consultative. Using longitudinal data over a 4-yr period, the study examines the perceptions of staff of the management practices and styles in the changing environment of one hotel. The findings suggest that, while staff prefer a decisive style of management, supervisors and department heads were perceived as being autocratic. In fact, in the 4 yr over which the data had been collected, the style of management had become less consultative and more autocratic. Implications for management are discussed, as are recommendations for future research.     

Tourist perception of environmental impact

This study investigated the relationship between measured environmental impact and tourists' perception of it, at ten sites in Central Australia. A positive relationship between annual visitation to a site and measurable impact was found, despite the small amount of tourism impact in the area. Tourists' perception of impact varied in degree. A majority identified relevant environmental threats (tourism or introduced species), while a smaller proportion suggested management options to address track spreading, the major impact identified by this study. Overall, environmental conditions were rated lower at sites with a higher intensity of impacts, reflecting some tourists' ability to distinguish impacts.     

Gifts of tourism: insights to consumer behavior

Using empirical evidence from real-life accounts of the giving, receiving and consuming of tourism and leisure products as gifts, this paper examines the phenomenon of experience gift giving behavior. Although generic gift giving has an extensive literature expanding from the 1950s, there is a gap between consumer activity in experience gift consumption and academic understanding. The study findings show the constituent parts and processes of decision-making, gift exchange, and post-exchange, consumption and post-consumption. These concepts, whether new (for example, patterns of participation in consumption), adapted (for example, wrapping strategies) or absorbed (for example, impression management) from the gift giving literature, are drawn together as a Model of Experience Gift Giving Behavior.     

Host community perceptions a cluster analysis

This paper explores how residents in the Balearic Islands of Spain regard tourism as affecting their community, thereby providing a framework for research into attitudes toward this industry in a mature Mediterranean destination. Local attitudes were used to segment the sample into five different opinion groups using a cluster analysis. The overall results indicate that the respondents are aware of some of both the positive and negative effects, and are relatively ambivalent about development proposals that imply an increasing number of tourists. Furthermore, the study demonstrates that some development strategies incur considerable conservation-based opposition while others enjoy general support.     

Fostering intergenerational learning in the hotel industry: A multiple criteria decision-making model

The current research aims to identify the most suitable intergenerational learning activities for the Romanian hotel industry. A multiple criteria decision-making model is developed in order to determine the most appropriate intergenerational learning activities and the factors that strongly influence human resource managers’ decisions. Data are collected from 35 human resource managers who have extensive work experience in the hotel industry and in managing intergenerational learning activities, and processed using the analytic network process. The results prove that the most appropriate IGL activities for the Romanian hotel industry are mentoring, on-the-job education, and storytelling. Furthermore, the most influential factors are collaboration, commitment, job satisfaction, reward management, and organizational culture. These results have both theoretical and practical implications. On the one hand, they extend the literature regarding intergenerational learning in the hotel industry and on the other hand, they bring forward how the managers could foster intergenerational knowledge sharing and avoid corporate amnesia.     

A hotel sustainability business model: evidence from Slovenia

This research explores and develops a hotel sustainability business model (HSBM) to study the sustainability orientation of the Slovenian hotel industry. Based on a comparative analysis of the existing sustainability and triple bottom line models, the usual content of a three-line HSBM (economic, environmental and sociocultural) was extended to include customer satisfaction, environmental education and power to implement changes. Financial, marketing and tourism sustainability experts investigated best practices in sustainability measurements and gathered appropriate sustainability indicators; expert opinion and the Delphi method refined and reduced an initial 79 indicators to 36 operational indicators, able to fulfil the HSBM's sub-categories within the extended triple bottom line. The HSBM's concept was used to study the sustainability of Slovenian hotel firms to reveal how important these indicators are for hotel managers and do they monitor them. Results indicated strong importance and measurement of economic and marketing indicators, such as profitability and customer satisfaction. Following the socialist tradition, companies recognise the importance of human resources, but the importance of environmental education and awareness building, biodiversity, and the establishment of partnerships with stakeholders to implement sustainable tourism development are neglected. Economic performance was, for example, monitored by 66% of respondents, environmental performance by 28% and social performance by 42%.