Nonverbal communication in hotels as a medium of experience co-creation

Although the Service-Dominant Logic literature hinted on the importance of nonverbal language for value co-creation, nonverbal communication as an experience co-creation component has not been explicitly addressed in either hospitality and tourism or general management context. Through the constructivist lens, this research focuses on kinesics, which is the most noticeable component of nonverbal communication, in hotels as a medium of experience co-creation in the guest-employee dyad. Four video-elicitation focus groups, with 12 hotel employees and 12 guests, found reciprocity (mutual recognition, insight exchange, expectation formation) and engagement (customized attention, relationship building, a sense of affinity) as two major dimensions of kinesic experience. Furthermore, employees' imperative and guests' complacent cues act as value triggers, contributing to experience co-creation between guests and employees. Based on empirical results and related literature, the framework of experience co-creation centred on kinesics is proposed; practical implications regarding frontline employees’ nonverbal communication competencies are discussed.     

Tourists as Mobile Gamers: Gamification for Tourism Marketing

Gaming as a cutting-edge concept has recently been used by some innovative tourism sectors as a marketing tool and as a method of deeper engagement with visitors. This research aims to explore the gamification trend and its potential for experience development and tourism marketing. Using a focus group, this paper discusses gaming and tourism, and explores what drives tourists to play games. The results suggest tourists’ game playing motivation is multidimensional. Players tend to start with purposive information seeking, then move on to an intrinsic stimulation. Socialization is also an important dimension. The research demonstrates several implications for tourism marketing.     

Creating joint experiences - Families engaging with a heritage site

Interactions between family members constitutes an important element of engagement with tourism sites, leading to enhanced value creation. Yet we know little about how these engagement practices lead to experience outcomes. Studies of visitor engagement have explored C2C value co-creation contexts, adding to our understanding of social practices as a source of value outcomes. This study adds to this literature through a focus on the intimate social context of families’ collective engagement practices, viewing the family unit as constituting a complex amalgam of individual, relational and collective resources (Epp & Price, 2008). Adopting a multi-stage and multi-method qualitative research design, we identify seven practices through which families engage with attractions, including: absorbing, interacting, information sharing, explaining, constructing meaning, competing and deviating. Families associate these practices with experience outcomes: bonding, creating memories, entertainment, and learning. The findings inform the design of effective engagement platforms and resource deployment to facilitate group experiences.     

Authenticating the learning environment

The research documented in this paper argues that the authentic learning environment is achievable through “academic practitioners” who can ground business education and research within practice. A culture fostering the academic understanding of the practitioner environment enables practical engagement with academic rigour. The case study illustrates specific examples from degree programmes engaging with student and academic voices, with a particular focus on the development of authentic learning experiences for tourism and hospitality students. Key aspects of business education need embedding within the development of tourism and hospitality curricula in order to engage with the tacit knowledge required by the sector through a holistic approach to curriculum development.     

Investigating the motivation–experience relationship in a dark tourism space: A case study of the Beichuan earthquake relics,China

This study identifies implications of dark tourism and describes how tourists and destinations, which are principal collateral cores, define what constitutes “dark” travel. The study also examines the dimensions of dark tourism motivation and experience and finds that the former partly affects the latter. The exploratory factor analysis and confirmatory factor analysis aimed to examine why tourists approach and engage with disaster sites and how such experiences may affect tourists motivation and emotional reaction. It is the first paper that applies structural equation modelling to dark tourism research. We focus on the causal relationships between dimensions of motivation and experience, and the relationship that the emotional reactions effect on tourist experiences. We find that the curious visitors are likely to engage cognitively by learning about the incident or related issues and tourists' emotional reaction to the “dark” space influence more heavily emotional tourist experiences than cognitive experiences do.     

A Consumer-Based Measurement of Tourism Innovation

SUMMARY

The present paper reviews the innovation literature related to tourism and examines the twin problems of operational definitions and measurement of innovation in the tourism sector. A conceptual model is then proposed by which the most relevant aspects of innovation and the most relevant aspects of the “tourism experience” can be integrated conceptually, and which can guide the development of related operational definitions and measurements and lead to a standardization of, and therefore an ability to aggregate, tourism innovation statistics across products, providers, markets and geopolitical regions. The model first categorizes innovations along two dimensions: an “invention-adoption” continuum and an “impact-on-the-tourism-experience” dimension, which includes accessibility, affective transformation, convenience and value. How the use of these categories can direct attention to important definitional and measurement issues are discussed as is how their use can improve the comparability of tourism innovation data collected from disparate sources. Finally, a third dimension, the economic impact of the innovation, is introduced to the model. The paper concludes with implications and guidelines for future research aimed at validating the model described.     

Abusive supervision and emotional labour on a daily basis: The role of employee mindfulness

This study examined the relationships between abusive supervision, subordinates' work engagement and their emotional labour on a daily basis. Based on an experience sampling study of 95 frontline hospitality employees over 10 working days, the results revealed the complex consequences of abusive supervision on subordinates in the hospitality industry. The results showed that daily abusive supervision was positively related to employees' daily surface acting through their daily work engagement, but it was not significantly related to daily deep acting. In addition, subordinates' mindfulness moderated the relationship between daily abusive supervision and subordinates' daily work engagement. These findings reveal employees’ daily responses to abusive supervision and can help tourism and hospitality managers develop relevant training programmes and policies to reduce the negative impact of abusive supervision and thus protect employee well-being.     

Using segmentation to compete in the age of the sharing economy: Testing a core-periphery framework

Airbnb has emerged as a credible competitive threat to the hotel industry. Consequently, hotel brands are having to rethink the experiences they provide to customer in an increasingly competitive environment. Despite these trends in the industry, experience-related research that examines and informs these developments remains under-represented in the hospitality and tourism literature. The present study offers a systematic approach to examine the potential differences in experiential consumption in the accommodations industry. Using a multiple-group analysis approach, it examines the moderating effects of individual characteristics and situational factors on the nature and dynamics of experiential consumption in the accommodations industry. The findings of the study culminate in the core-periphery framework of the hospitality consumption experience that can provide a relevant theoretical lens for future research into the different sectors and types of experiences within the hospitality and tourism industry. The study also outlines important implications for the hotel industry’s strategic experience design initiatives, from the standpoint of product development, the segmentation, targeting and positioning (STP) process, and marketing communications.     

The matter of pride: positioning one’s self in tourism inquiry

ABSTRACT

This article proposes a broader investigation of pride within tourism contexts, presenting it as an important concept for the enhancement of interpersonal understanding and cross-cultural empathy in tourism research and education, and also as a valuable emotion for teachers, students, and researchers to explore within themselves. Pride is applied here in the consideration of why certain research topics may be overlooked within tourism studies, and as an illustration of the benefits of utilizing qualitative, constructivist research and pedagogical approaches that incorporate methodologies of reflexivity and subjectivity. Through this exploration of pride, the author promotes interdisciplinary approaches of inquiry, with a focus on the utility of philosophy for students and scholars alike, toward deepening understandings of both self and other.     

An application of stakeholder theory to advance community participation in tourism planning: the case for engaging immigrants as fringe stakeholders

Community participation has long been viewed as an important tenet of tourism planning, and there is general consensus among researchers that engaging all stakeholder groups contributes to tourism sustainability. However, there are gaps in the literature, and challenges in practice, that call for further research. Among these are the dynamics of heterogeneous community groups and that not all community subgroups have equal opportunity to participate in tourism planning. This paper attempts to advance community participation by drawing on progressive approaches to stakeholder theory in the management field and by exploring, for the first time, the engagement of immigrants in tourism planning as fringe stakeholders, representative of present and future community dynamics. Bringing first generation immigrants as an important but less studied segment within the broader host community into focus moves tourism planning toward a more inclusive approach to community engagement, reflecting increased diversity and change in host communities.     

How do senior managers influence experience innovation? Insights from a hospitality marketplace

Pine and Gilmore garnered attention from both academics and practitioners when they introduced the experience economy paradigm (1998). Central to the authors’ work is the notion that experiences are distinct economic offerings – differentiated, co-created, and memorable – requiring continuous innovation to meet the needs of increasingly demanding and savvy consumers. The purpose of this study was to build upon the work of innovation researchers in business by examining innovation in an understudied context; the goal was to provide a back of the house view of innovation in organizations whose main economic offering is an experience. An exploratory sequential mixed methods study was conducted to examine the ways senior managers influence innovation at the business unit level and to test the relationships between specific leadership practices and innovation performance. Findings from executives in four segments of a hospitality marketplace suggest three organizational capacities – Connect, Energize, Refresh – are associated with continuous innovation of memorable experiences.     

The productive role of innovation in a large tourism organisation (TUI)

This paper studies the productive role of innovation in organisations. Using the post-structuralist insight that innovation is an open concept that can become performative, we shift the emphasis from analysing innovations themselves to analysing how the concept of innovation affects the organisational practices through which it acquires meaning. Deploying this framework, we studied the development of an innovation unit within TUI, a corporate tour operator. We found that actors interpreted innovation in different ways and that initially the innovation unit was considered a failure. The subsequent dramatisation of this failure resulted in a new version of this innovation unit that strengthened established actors and institutions within the organisation. Our study shows how the use of the concept of innovation in an organisation can both stimulate and hamper its innovativeness. Addressing this paradox requires sensitivity to the concept's productive role and evaluations of innovation that look beyond accomplished results.     

Drivers of environmental innovation in Majorcan hotels

Using a database of Majorcan hotels, this paper examines several previously untested determinants of environmental innovations in hotels derived from the Porter hypothesis and from the specifics of knowledge transfer in the tourism industry. The empirical analysis is original in that it distinguishes between eight types of environmental innovations. The results show that hotels’ general predisposition to implement innovations, manager remuneration based on environmental performance, staff satisfaction, environmental accounting, and trainings are important determinants of the overall environmental innovation activity of Majorcan hotels. Moreover, the use of environmental management systems is associated with innovations with cost-saving potential, whereas the hotel star category is associated with innovations that contribute to hotel quality, such as wastewater treatment, noise reduction, noise isolation, and visual impact improvements. Furthermore, high levels of staff satisfaction are related to the implementation of water-saving and noise reduction innovations, as such innovations require staff participation, whereas the role of information sources in explaining innovation adoption varies based on the technical complexity of innovations. The paper concludes with policy implications for sustainable tourism development, recommendations for the hoteliers, and directions for future research.     

Sustainable rural tourism in Iran: A perspective from Hawraman Village

This paper discusses issues of sustainability and rural tourism within the context of Iran. Using a qualitative research approach, it investigates the experiences of one particular village which is already popular with visitors and has featured in official tourism development plans. The focus is on the reactions of residents and their perceptions of tourism impacts and formal policies. Findings indicate that villagers are concerned about the use of local natural and cultural resources for tourism purposes, recognising negative consequences which seem to them to outweigh positive effects. Participation has been very limited in government rural tourism initiatives which are felt to yield few benefits for village inhabitants. Current policies thus appear ineffective and reforms are necessary if the potential for sustainable rural tourism, embracing community engagement, is to be realised.     

A review of innovation research in tourism

Over the past two decades, there has been increasing focus on the topic of innovation in tourism. This article reviews the research contributions. Various categories of innovation – product, process, managerial, marketing and institutional – are addressed. Important determinants of innovation are acknowledged, including the role of entrepreneurship, technology push and the existence of territorial industry clusters. Representation of knowledge is also identified as a critical factor for both the occurrence and nature of innovations. The review reveals that there is still only limited systematic and comparable empirical evidence of the level of innovative activities and their impacts and wider implications for destinations and national economies. An agenda for future research is emerging, suggesting that there is quest for both formal quantification and for qualitative studies of the foundations, processes, implications and policies of innovation in tourism.     

Stories and design in tourism

The aim of this paper is to explore the use of stories as a concept to guide the design of various dimensions of tourism and tourist experience. After reviewing this wider social science literature on the important roles that stories play in human experience, the paper examines the main themes relevant to stories and tourist experience emerging from existing tourism research. An overall conceptual framework for stories and storytelling in tourism is then described. While the main focus of the paper is on the design of tourist experience opportunities and destination promotion, applications related to the use of stories in other aspects of tourism are suggested.     

Physical attractiveness of service employees and customer engagement in tourism industry

As the importance of customer engagement gains more and more recognition, it is critical to study customer engagement strategy in the intensely competitive tourism industry. Answering the call for research on antecedents of tourists' customer engagement in the tourism industry, we consider the role of employees' physical attractiveness. We adopt a mixed-methods approach; using interviews and three scenario-based experiments, we explore, hypothesize, and test the relationship between employees' physical attractiveness and customer engagement of tourists. The results show that (1) physical attractiveness of employees affects tourists' customer engagement, that (2) the main effect of physical attractiveness is mediated by the desire for social interaction, and that (3) the main effect is moderated by tourism service characteristics (i.e., tourism service expertise).     

An integrative systematic review of innovation research in hospitality and tourism

This study critically reviews the key perspectives and topics in innovation research in various disciplines and the hospitality and tourism (H&T) field. This study synthesizes and analyzes 85 innovation literature review studies from several fields and 261 empirical articles from the H&T literature to achieve this purpose. The key topics are organized into three different perspectives based on how the phenomenon is understood: innovation as an economic phenomenon, innovation as a market phenomenon, and innovation as an organizational phenomenon. Through in-depth analysis and discussion, this article identified an extensive array of potential future research avenues. Some of these include exploring innovation as systemic turbulence under the lens of complexity theory, the commercialization of idle innovations as part of the open innovation paradigm, and the effect of corporate governance on innovation, representing key industry implications of the study.     

Mobile technology and the tourist experience: (Dis)connection at the campsite

Mobile technology is playing an increasing role in the tourist experience and a growing body of tourism research has focused on this area. There is often an implicit assumption that tourists embrace mobile connectivity and relatively little research has explored the tourist experience of disconnection, whether purposeful or imposed by technological limitations. This study explores the desire for digital (dis)connection during camping tourism. Data compiled using interviews and a survey revealed that the tourist is not ‘always connected’ and up to 50% have some desire to disconnect. There is ambiguity about mobile technology use in tourism with dilemmas regarding the value of connectivity versus the desire to ‘get away from it all’. The analysis found digital engagement had a small effect on desire for disconnection however, patterns were not marked. The findings have implications for mobile technology solutions in tourism.