How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions

Smart hotel is a novel concept in the hospitality industry, and few studies have examined hotel consumers’ intentions to visit smart hotels. This study investigates the relationship between technology readiness (TR) and technology amenities (TA) as antecedents to visiting intentions, using an extended technology acceptance model (TAM). Based on an online survey with 648 valid responses, the results indicate that perceived ease of use and perceived usefulness are correlated with TA, but not with TR. Furthermore, TR affects intentions to visit smart hotels, but TA does not. The findings enrich the hospitality literature and have practical implications for hospitality marketers designing technology-related marketing strategies to maintain competitiveness. This study contributes to raising awareness of the importance of technological amenities and services for the future visiting intentions of hotel consumers.     

“I am so ashamed of my body”: Obese guests’ experiences in hotels

The hotel experience of obese people is examined in this exploratory study, addressing a segment of the population thus far ignored by hospitality scholars. The findings are based on 32 semi-structured interviews with American obese men and women living in the Virginia area. The results revealed that almost all participants’ hotel experience was affected by constraints arising from the physical environment, but more so, from other guests gazing at them. The thematic analysis of the experiences of obese hotel guests suggest that two relevant spaces in the hotel can be distinguished: the guest room and the public space accessible to all guests. These spaces differ in the difficulties experienced as well as the emotions that evoked among those guests. Overall, the findings indicate that people’s body and its image is crucial for the understanding of the hotel experience, as lookism is a critical barrier obese people face.     

Understanding guests’ behavior to visit green hotels: The role of ethical ideology and religiosity

The main aim of this study is to develop and test a model to understand guests’ behavior to visit green hotel by merging the theory of planed behavior (TPB) with theories of ethics and religiosity in a single model. Furthermore, it examines the moderating role of ethical ideology. This research utilized a quantitative method to assess the suggested conceptual framework. Data were gathered from 871 participants and analyzed through Structural Equation Modelling (SEM). According to the study results, the suggested model shows a favorable prediction level of guests’ behavior, which confirmed the superiority of the proposed model. Our study indicated that TPB and ethical theory adequately explain guests’ behavior to visit green hotel. Ethical ideology was found to be a key driver of guests’ green decision-making process. Our study makes several contributions to the practice and theory by providing useful insights on drivers of consumers’ behavior to visit green hotels in the Egyptian hospitality environment.     

The effect of algorithmic management and workers’ coping behavior: An exploratory qualitative research of Chinese food-delivery platform

While algorithmic management provides new options for organizing service work, it is underexplored in tourism and hospitality research. From food-delivery platforms in China, this qualitative study sources interviews and online reviews to explore the impact of algorithmic management on workers' service behavior and how they cope in response. Our study uncovers an algorithm-human hybrid approach for managing workers, where algorithms and humans function distinctly but complement each other. Algorithmic management influences deliverers’ work either positively, by improving service efficiency, reliability and customer-orientated behavior; or negatively by causing impersonal service behavior, frequent service recovery and extra-role workload. Deliverers employ both problem-focused (i.e., compliance, flexible response and resistance) and emotion-focused (i.e., relief) coping strategies in algorithmic management. In addition to individual resistance, we firstly revealed that deliverers collude with other parties to resist the algorithms. We proposed a conceptual framework that contributes to understanding the dynamic, mutual relationship between algorithms and workers.     

Business travellers’ hotel expectations and disappointments: A different perspective to hotel attribute importance investigation

Hotel attribute importance studies have a long tradition in hospitality research. This study investigates the issue for business travelers by asking the respondents to state their expectations and disappointments / dissatisfaction in an open question format instead of rating the importance of attributes directly.

The aim of the study is twofold: (1) to learn about expectations and past disappointments of this particular segment to provide additional insight for customizing hotel offers and (2) to investigate whether the findings reported in literature so far are mirrored or not.     

“I live with terror inside me”: Exploring customers’ instinctive reactions to terror

Terrorist attacks occur mostly at public service-oriented sites. Consequently, their victims are likely to be customers. The present study explores how customers instinctively react toward the reality of terror in a matrix of 2 × 2 aspects concerning terror circumstances: temporal proximity (brief or long) and physical proximity (close or remote) from the terror event. In qualitative in-depth interviews, customers from France and Israel were requested to share their instinctive reactions and coping strategies when approaching hospitality (hedonistic) and transportation (utilitarian) services. Participants (N = 47) comprised customers having a protracted acquaintance with persistent terror threats. The analysis identified differences in reactions, subject to temporal and physical proximities. When terror attacks are physically close, customers’ emotions, cognitions, and behaviors undergo modification with time. However, when terror attacks occur at a location remote from the customer, customers’ emotions and cognitions, but not their behavior, change with time. These reactions were comparable for the two service contexts. Practical implications were elaborated to enable service establishments (i.e., hospitality and transportation) to design and manage their operations for the short and long term to assist customers in the difficult era of terror.     

Consumers’ pro-environmental behavior and the underlying motivations: A comparison between household and hotel settings

The present study made a comparison of pro-environmental behavior and the underlying motivations between household and hotel settings. Results of a survey research among 1185 participants showed a behavioral inconsistency between the two settings – participants reported a significantly higher level of pro-environmental behavior in a household setting. Furthermore, the study revealed that while normative motives are the dominant determinant of pro-environmental behavior in a household setting, hedonic motives are the strongest predictor of such behavior in a hotel setting. Theoretical and managerial implications of the inconsistencies in pro-environmental behavior and underlying motivations between the two settings are discussed.     

Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions

This research provides a comparative study of two comprehensive servicescape models to explore the underlying influence of various hotel elements on guests’ satisfaction with, and emotional responses to, their hotel stays. Based on the theory of reasoned action (TRA) and the theory of planned behavior (TPB), this research sought to identify the differences in guests’ beliefs and attitudes about the elements of hotels’ public areas, rooms, ambiance, social, and green practices in determining their satisfaction and emotions. Two structural models were developed illustrating the theorized interrelationships between identified constructs. Data collected through an online survey from 310 guests stayed in upscale hotels with four-star ratings were used for the analysis. Results from two structural models revealed that the model with attitudes is a better predictor of guest satisfaction and emotions than the model with beliefs. Further, emotionally attached guests engage more in WOM than did satisfied guests. Hotel managers need to offer experiences that consist of elements that matter to customers since customers’ attitude towards various service elements determine their satisfaction and emotional attachment with hotels. Additionally, in order to get brand promoters through WOM recommendations, hotels need to focus on emotionally attached customers than satisfied customers.     

Exploring Chinese outbound exhibitors’ motivational factors and characteristics to U.S. exhibition market

For exhibitions to have sustainable success, they must attract enough high-quality exhibitors. As China has opened up and grown economically in the past several decades, more Chinese exhibitors are participating in exhibitions worldwide, and United States exhibitions are among their top destination. To examine what motivates the participation of this growing group, this study conducted a self-administered survey among Chinese outbound exhibitors who have attended exhibitions in the United States. With the help from the Chinese exhibition organizers, a questionnaire survey was distributed to Chinese exhibitors having participating in U.S.-based trade fairs in the past 12 months via email for collecting data. An exploratory factor analysis and a series of ANOVA tests were carried out to examine the Chinese exhibitors’ characteristics. The results of the 314 usable responses showed that exhibitors with their characteristics differed significantly in the five motivational dimensions. These dimensions relate to motivations in social contacts and networking, sales, incentive, “guanxi,” and competition. The findings have marketing implications for exhibition organizers in both the United States and China for recruiting and retaining Chinese exhibitors.     

I Want to eat out,but something holding me back: Mom’s cooking stress and family dining out constraints

Restaurant visits have been declined in the past decades while preparing the meals at home has been increased. This study focuses on mother customers who are known as the leading providers of homemade meals and primary decision-makers in family dining out in the context of family dining. The purpose of the study is to examine (1) what issue related to home cooking causes mothers to dine out with family, (2) what keeps them from dining out, and (3) the relationship of their psychological influences (i.e., cooking stress, need for reward, desire to dine out, and dining out constraints) that occur within the family dining decision-making process. With a total of 644 mothers in the U.S, the findings reveal that the mother participants who are stressed out from cooking for their family seek a self-gifted reward for their daily effort and desire to dine out to escape from the burden of cooking duty, which leads them to participate in family dining. However, despite the dining desire, mothers also face the reasons to constrain dining out (i.e., interpersonal and intrapersonal constraints), and both constraints keep them from family dining out. The results of this study are expected to help family restaurants develop a healthful family dining environment and new strategies to entice mothers and family customers to visit family dining restaurants.     

Exploring the male Chinese tourists’ motivation for commercial sex when travelling overseas: Scale construction and validation

Sex and tourism has long been understudied. Little is known about tourists' motivations for consuming commercial sex while travelling, and even less, if indeed anything, is known about that of Chinese outbound tourists in particular. Based on twenty interviews and two surveys with a sample of 534 male Chinese tourists who had engaged in commercial sex when travelling overseas in the previous 12 months, this study aimed first to explore why male Chinese tourists travelled overseas and purchased commercial sex, and second to construct a comprehensive scale for measuring male tourists’ motivations for overseas commercial sex. With acceptable reliability and validity, the measurement scale yielded in this study consisted of eight motivation dimensions labelled as socialisation, relaxation and escape, travel-related novelty, sexual desire fulfillment/excitement seeking, sex-related learning, sexual mastery, social prestige, and business/pragmatic purpose. Both the theoretical and methodological implications related to the developed scale are also discussed.     

A voyage from religiousness to secularity and back: a glimpse into ‘Haredi’ tourists

Ultra-orthodox Jews (known as ‘Haredim’) in Israel are increasing their travel demands and their use of existing tourism infrastructure in Israel more than ever before. This exploratory study investigates the question of whether the travel behavior of this group is a reflection of religious tourism or, rather, the tourist behavior of a unique group of religious tourists. Data were collected through three focus groups and face-to-face interviews with some participants of the focus groups. The findings show that the main motivators and determinants of the Haredi travel behavior stem from their daily routine and ultra-religious lifestyle. The study also revealed that minimal, experienced and expected travel attributes are differentiated according to their mode of travel – either as families or as couples.     

“That's not my job”: Exploring the employee perspective in the development of brand ambassadors

It is well established that the role of employees is essential in effective brand management for hospitality organizations to create a competitive advantage. In seeking to capitalize on this important facet of brand management, this study considers employees understanding of the brand, as an important direct antecedent to realizing brand ambassadors. Specifically, three factors, or psychological states, were conceptualized and examined in relation to how such states inform an employee's commitment to the brand as well as develop employee brand equity, as reflected in their pro-brand behavioral intentions. The results indicate that employees’ pro-brand attitude and behavior are influenced by different brand understanding factors. Relational factors (employee perceived brand importance and brand role relevance) are the key antecedents to employee brand commitment. Employee perceived brand knowledge contributes to their pro-brand behavior directly, but not brand commitment. The results of this empirical study support the importance of examining an employee's psychological states, as manifest in the three brand understanding factors, in an endeavor to achieve coveted brand supporting outcomes. The results suggest that although perceived brand knowledge can contribute to employee brand equity, employees must see the brand as being meaningful and relevant to embrace their role as brand ambassadors.     

Exploring sub-dimensions of intrapersonal constraints to visiting “dark tourism” sites: a comparison of participants and non-participants

Previous studies have focused on exploring why people seek out sites of death, whereas little is known about why they do not visit or revisit such sites. This paper aims to fill this gap by exploring the inner constraints on visiting the darkest edge of the dark tourism spectrum among both participants (N?=?460) and non-participants (N?=?275). By identifying four sub-dimensions of intrapersonal constraints in the context of dark tourism (i.e., traumatic memory, emotions of fear and depression, taboos and cultural ideas and lack of interest), an extension of a leisure constraints framework was created. The findings move beyond the prior studies on tourism constraints, which solely measure intrapersonal constraints as an overall construct, and thus explain the non-homogeneity of this construct. This study also contributes to a more nuanced understanding of how non-participants differ from dark tourists on the psychological constraints of visiting sites of death.     

Suzhou’s water grid as urban heritage and tourism resource: an urban morphology approach to a Chinese city

ABSTRACT

Historically, many cities were served by water transport as an important mode of circulation. Suzhou in China is a case in point. Its orthogonally designed water-based grid was connected to the Grand Canal and the Tai Lake. Merchants and travellers entering into Suzhou would go through city gates serving both waterborne and road traffic. The water grid once played an important role for commercial activities and social interactions in the city, but over time, more and more canals were filled to pave roads and build houses. The transport system has by now almost entirely switched to the street grid. Drawing on historical maps, chronicles, artwork and existing studies, this paper employs urban morphology as a method to understand the significance of waterways for the identity of Suzhou. The authors argue that the waterways have a high heritage value, but lack practical functions. Tourism development is then presented as a chance to reactivate the water grid for heritage conservation, transport and the enhancement of tourist experiences. The paper supports this argument based on concrete findings, and it critically reflects on the meaning of heritage and discusses the appropriateness of the urban morphology approach for heritage research.     

“If I was going to die I should at least be having fun”: Travel blogs,meaning and tourist experience

Travel blogs are an under-utilised resource for researchers of tourism experiences. They can provide rich insights on how tourists express the transformational effects of their experiences for the self. This study of travel blogs by nineteen British bloggers reveals how elements of the narrative relating to self-reflection and emotions are central to the process of transforming their travel experiences into personally meaningful experiences. Bloggers implicitly and explicitly express how travel contributes to self-identity, signalling self-development. The study contributes to knowledge about the lasting impact of long term travel on people, adding meaning symbolic of an evolving self.     

“I think … I feel …”: using projective techniques to explore socio-cultural aversions towards Indigenous tourism

Socio-cultural aversions encompass a multitude of avoidant behaviours expressed in different forms and intensities. While there has been an increase in research on aversions that are somewhat underpinned by racism and discrimination, little research to date explores the existence of these aversions within an Indigenous tourism context. This study utilises projective techniques to explore the extent to which socio-cultural aversions may exist and how they manifest towards Indigenous tourism in Australia. Three major themes identified suggest that implicit and explicit socio-cultural aversions exist: 1) racial and stereotypical projections, 2) implicit cultural distancing and avoidance, and 3) ambivalence and indifference. Although less prevalent, non-aversive sentiments were also identified. The study makes a theoretical contribution to Consumer Culture Theory (CCT), specifically to the “consumer identity”, “socio-historic patterning”, and “marketplace culture” streams of research. Practically, product repositioning and marketing strategies are provided for destination managers and tourism stakeholders responsible for Indigenous tourism experiences.     

Drawing care: the illustrated journal’s “path to place”

ABSTRACT

Naturalists argue that the greatest threat to the natural world may be our “extinction of experience” with it. We know that place matters, but what can work to restore care between people and place? In this article, I will argue that illustrated journals can reinvigorate our experience with the world. By including text and image, science and art, illustrated journals incorporate different ways of knowing. Drawing draws us into the world as we pay attention to easily missed details. Writing complements drawing by providing a space for synthesizing or imagining about the observed. Like any skilled practice, journaling transforms our understanding of the world. My illustrated field journals began when I sensed that care for today’s world demanded more tools than what my training as an ecologist, alone, could offer. Illustrated journaling can begin with a few simple drawing and writing exercises – several of which I will describe in this article. As an immersive practice in place, the process of illustrated journals matters more than the product. Page by page, illustrated journals recognize the interpretive encounters so foundational to worldmaking and, in doing so, cultivate the deep attention to, and experience of, the world that is our first step toward care.     

Examining Chinese College Students’ Intention to Travel to Japan Using the Extended Theory of Planned Behavior: Testing Destination Image and the Mediating Role of Travel Constraints

Understanding the decision-making process and predicting travel behavior are critical for destination tourism marketers. This study develops and tests a structural equation model using the extended Theory of Planned Behavior (TPB) to explain Chinese college students’ intention to travel to Japan. Ten hypotheses were proposed regarding the relationships between destination image, travel constraints, and the original TPB constructs. The results of structural analyses reveal that the extended TPB has better predictive power for travel intention to Japan than the original one. Attitude is found to have the greatest impact on intention to travel to Japan. The mediating role of travel constraints shows a significantly negative effect on the relationships between the predictors and travel intention except for the relationship between perceived behavioral control and travel intention. The results of this study can help improve marketing promotions and the development of more effective destination positioning strategies for Japanese inbound tourism.