Intention to pay conventional-hotel prices at a green hotel – a modification of the theory of planned behavior

Numerous studies have employed the theory of planned behavior (TPB) to understand customers’ behaviors in various fields, but none has tested and extended the theory to explain customers’ decision formation to pay comparable regular-hotel prices for a green hotel. This is the first study designed to test and modify the TPB by including environmental concerns, perceived customer effectiveness and environmentally conscious behaviors, which are critical in explaining eco-friendly consumer behaviors. Salient belief items were identified using an elicitation method (focus group and open-ended survey). A survey obtained 389 respondents. Confirmatory factor analysis indicated that measurement items for all study variables had an adequate level of reliability and validity. The findings from the structural equation modeling showed that the proposed model had a satisfactory fit to the data and better predicted hotel customers’ intention than the original TPB. The results also indicated that all antecedent variables of intention significantly contributed to forming the intention to pay conventional-hotel prices for a green hotel. Respondents were happy to have minor inconveniences, e.g. reusing towels and using recycled products, and were keen to learn about the positive environmental attributes of green hotels. Benefit awareness was shown to be important in customer decision-making.     

Eliciting customers’ waste reduction and water saving behaviors at a hotel

Without a doubt, sustainability is a critical issue in the world’s hotel industry. The present study examined the key cognitive, affective, and normative determinants of customers’ waste reduction and water saving intentions during their hotel stay. This research also investigated the effect of involvement of green behaviors in everyday life as a moderator. A survey methodology and quantitative approach were utilized while conducting this study. Our results revealed that environmental value, concern, and awareness acted as significant cognitive triggers in forming pro-environmental intentions, and that anticipated feelings were important contributors to increasing intentions. The salient role of moral norm in determining environmentally responsible decision was also uncovered. Moreover, the results from the invariance test demonstrated that involvement of green behaviors included a significant moderating effect. Overall, our conceptual model sufficiently explained the variance in pro-environmental intentions among hotel customers.     

Scanning,perceived uncertainty,and the interpretation of trends: A study of hotel directors’ interpretation of demographic change

This paper examines how scanning can affect the interpretation of a specific trend and the uncertainty related to this interpretation. Based on a two-stage interpretative process, this study tests a series of hypotheses linked to scanning, trend interpretation and perceived environmental uncertainty, using survey data from the Swiss hotel industry concerning the ageing population trend. The study uncovers considerable evidence to support the main propositions, and in particular, shows how general scanning relates to positive interpretations of change and builds confidence in managers, whilst lowering perceived uncertainty. It is further found that high performance hotels engage in more scanning and experience lower uncertainty related to specific issues than do low performance hotels. This paper is innovative in examining how general scanning, not just issue-specific scanning, can reduce two types of issue-specific uncertainty, as well as influence interpretations.     

Ethics and corporate social responsibility – An analysis of the views of Chinese hotel managers

Based on a sample of 257 Chinese hotel managers, this paper examines the ethical principles to which these managers adhered. The premise is that any application of the principles of corporate social responsibility (CSR) will be facilitated or inhibited by the degree to which management holds to a strong ethical stance. Developing a questionnaire derived from different sources such as the Forsyth Ethics Position Questionnaire and the 12 golden standards of Tao Zhugong developed in the 5th century BCE, a principal components analysis of the scores on a 35 item scale indicated five components to ethical perspectives: namely respect for individuals, tolerance of degree of relativity in moral standards, the role of corporations in current society, expediency in business and adherence to CSR.     

Decisive mechanism of organizational citizenship behavior in the hotel industry – An application of economic game theory

This paper applies an economic game theory model to explain the decisive mechanism of organizational citizenship behavior (OCB). The Sub-game Perfect Nash Equilibrium (SPNE) indicates that an employee's unique motivation of OCB is to maximize his or her own performance outcome. The findings also suggest that workload, importance of work to performance outcomes and cost of OCB jointly determine the amount of OCB that each individual employee exhibits. An empirical test utilizing frontline hotel employees was performed (N = 175). Using a partial related test and logistical model, the results supported three propositions, suggesting that the amount of OCB exhibited by each employee is jointly influenced by the workload, cost of OCBs and OCBs performed by coworkers.     

Sustainable development of industrial heritage tourism – A case study of the Industrial Monuments Route in Poland

The main goal of our research was to identify, characterize and discuss the main types of business models that can be found in touristic heritage sites that have been transformed into such from former industrial facilities or were newly created to pass on the heritage values. The research is a continuation of our study that started in 2017 on on Polish touristic sites, that are associated on a touristic route – Industrial Monuments Route of Silesian Voivodeship. This route is located in southern part of Poland and it is the largest industrial route in the country. Our research revealed, organized and complemented the different types of business model transformation that took place in the analysed sites, among them is the post-production organization model which is the most frequently occurring one. This model applies to touristic ventures or cultural institutions that are former production or extraction facilities. Thanks to the transformation of those sites they suite now to fulfil their new touristic function, even if originally they have been designed for other purposes. The use of such transformed business models has also proven itself as an effective and in many cases the only way to preserve and save cultural heritage from degradation.     

A fad or the future? Examining the effectiveness of virtual reality advertising in the hotel industry

New virtual reality technology presents hotels with wide-ranging marketing, training, and customer service opportunities. The purpose of this study was to explore both the immediate and delayed effects of hotel VR commercials as compared to traditional video commercials. Based on the perceptual load theory and elaboration likelihood model, this study designed and conducted a 2 × 2 laboratory experiment with two stages of data collection. The study demonstrated that VR commercials produced better immediate effects than the traditional commercials, especially for participants with high elaboration likelihood levels. However, the findings also revealed significant decreases in purchase intention among participants watching VR commercials and a significant improvement in attitudes among participants watching traditional commercials. Both theoretical and practical implications were discussed to leverage the power of VR in marketing.     

A comparison of destinations’ impacts on hotel rates

The impact of destinations’ attributes on hotel rates in different locations has been insufficiently compared the existing literature. This study sought to apply the hedonic pricing method to measure and compare how room prices are affected by factors that are both external and inherent to hotel companies. After collecting nearly all the data regarding hotel features that consumers can use to make choices about accommodations on the TripAdvisor website, different models were developed for each city and season. The results suggest that hotels in Barcelona are more dependent on external conditions than hotels in Madrid are. In addition, hotels in both cities are more affected by external conditions during the high season. This paper discusses these and other results, as well as their implications.     

Volunteer tourists in the field: A question of balance?

This paper is based on a study of volunteering at a children’s refuge in Mexico. This study explored the relationship between volunteers, their volunteering experiences and the behaviour that resulted. The study findings revealed volunteers were provided with the opportunity to make a positive contribution to the every-day lives of the children at the children’s home. However the findings also demonstrated that the volunteering experience consisted of much more than just the work duties carried out there, as volunteers also undertook tourist activities. Living in shared accommodation in walking distance from the busy tourist resort of Puerto Vallarta, the volunteers were faced with the difficult task of balancing commitment to their work duties at the children’s home with the lure of more hedonistic pursuits. This balancing act raises questions about the management of volunteer tourists.     

The role of individual entrepreneurs in the development of competitiveness for a rural tourism destination – A case study

The aim of this case study is to increase our understanding of the role of entrepreneurs in enhancing the competitiveness of a rural tourism destination. A literature review of the research on destination competitiveness with a focus on the roles of different stakeholders is first presented, followed by a narrative about rural tourism development, the competitiveness of rural destinations and the role of entrepreneurs in establishing successful destinations. The data consists of six case studies and nine semi-structured interviews among tourism entrepreneurs and managers at a rural tourism destination in Finland. The findings challenge the prevailing DMO dominated approach to destination competitiveness development, and call for the acknowledgment of collaboration between small tourism enterprises in the enhancement of rural destinations. Municipalities have a crucial role as facilitators of the entrepreneurial environment, but without innovative, committed, and risk-taking entrepreneurs no destination will flourish.     

Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry

This study examined the relative importance of hotel factors in relation to travelers’ overall satisfaction levels with their hotel stays in Hong Kong and the likelihood of returning to the same hotels in their subsequent trips. Using a factor analysis technique, the study identified seven hotel factors that were likely to influence customers’ choice intentions: ‘Staff Service Quality’, ‘Room Qualities’, ‘General Amenities’, ‘Business Services’, ‘Value’, ‘Security’ and ‘IDD Facilities’. Multiple regression analysis technique was then applied to examine the relative importance of each of these hotel factors in determining travelers’ overall satisfaction levels and their likelihood of returning to the same hotels. In order of importance, ‘Staff Service Quality’, ‘Room Qualities’ and ‘Value’ were the three most influential factors in determining travelers’ overall satisfaction levels and their likelihood of returning to the same hotels.     

A review of the literature on culture in hotel management research: What is the future?

This paper aims to provide insights into the development of research on culture in the hotel industry by reviewing the existing literature. A total of 107 journal articles published between 1985 and 2010 were retrieved from 12 refereed journals, all of which could be accessed online. The papers were categorized into six major groups according to Pizam's (1993) hierarchy of cultures, and were further sorted by year of publication, source, subject area, region of focus, and the nature of the research. National culture, organizational culture, and cross-cultural comparison were found to be the most popular research topics. In contrast, few studies have investigated industry, occupational, and corporate cultures in association with hotel management studies, prompting concern for future research. In summary, this review paper offers a first and important attempt to understand the development of research on culture in the hotel management field and identifies future research opportunities.     

Heritage authenticities – a case study of authenticity perceptions at a Danish heritage site

Authenticity in reconstructions of the past is essential to heritage management, and new technologies have made this a highly pertinent dilemma. Demands for new interpretation offers and experiences raise questions of the extent to which such demands can or should be met. New technologies have already made their way into the heritage industry as a means of innovation for interpretation offers, among these is augmented reality. New technologies have made a limited break-through arguably rooted in conservatism among heritage managers. This raises a question of managers' understandings and perceptions of authenticity and effects on heritage and new technologies. Based on an exploratory case, Lindholm Høje Viking burial and museum in Denmark, this paper proposes that different conceptions of authenticity can co-exist within the tourist setting, whereby new technologies can be implemented to strengthen heritage sites as tourism attractions while still paying attention to authenticity and ongoing authentication processes. Abstract, conceptual discussions of authenticity often stress the extremes, but it is here argued that a combination can exist in practice. The paper also suggests that understanding levels and patterns of authenticity among various groups of actors is central to discussions of authenticity and its role in tourism settings.     

A heritage ‘trailscape’: tracking the exploits of historical figures – an Australian case study

ABSTRACT

One of the many distinct problems encountered in tracking the exploits of historical figures such as folk heroes – especially in their guise as tourist icons – is engagement, not only with the principal routes and trails taken by them, but also with the minor pathways and the many small-scale rural settlements, meeting grounds, base camps, and replenishment stopovers which serviced their lifestyle. An aggregation of these trails and servicing points would contribute significantly to determining, firstly, the regional operational areas of such folk heroes (including highwaymen, outlaws, social bandits, and bushrangers) and secondly, a potential pattern for history-linked and heritage-based regional tourism. It is likely that in responding to the meanderings of the folk hero, the spatial pattern would conform more to the idea of a ‘themescape’ than to other linear-like configurations, and the outcome could be envisaged and interpreted as a ‘trailscape’. Using as a case study the story of the Australian folk hero Edward (Ned) Kelly, this paper experiments with ‘ways of looking at the evidence’ and of interpreting and engaging with the ‘trailscape’ which is a hallmark of the overlapping spheres and clusters of the hero’s activities.     

Generic dimensionality of hospitality in the hotel industry: A host–guest relationship perspective

The main objectives of this study are to identify the generic facets of hospitality for hotel services irrespective of their star rating, as well as to determine the impact of generic dimensionality on guest satisfaction. The responses of 305 local and foreign hotel guests in a questionnaire survey were analysed using a Structural Equation Modelling technique. The generic facets of hotel hospitality were identified as personalisation, comfort, and warm welcoming. Of the three, only personalisation and warm welcoming contributed significantly to predicting guest satisfaction. This study is aimed at adding to the body of related literature by sharing new insights on how the generic dimensionality of hospitality in its entirety differs from that of upscale hotel hospitality.     

Seeking tourism sustainability – A case study of Tioman Island,Malaysia

This study evaluates Tioman Island's sustainability achievement using the Sustainable Ecotourism Indicator System (SEIS). Sustainability is achieved if each stakeholder makes a positive contribution to others in social, environmental, and economic dimensions. The overall sustainability score allows objective comparisons across destinations, which may provoke positive reactions from stakeholders to play their parts. Three questionnaire versions were designed in which each stakeholder group (39 government officers, 104 local communities, and 105 tourists) rated their perceptions of sustainable relationships with two other stakeholder groups, resulting in six sustainable relationship aspects. The results indicate that Tioman Island is classified as ‘‘potentially sustainable’’ (58.89%).     

How emotional labor affect hotel employees’ mental health: A longitudinal study

The current study aims to examine the longitudinal effects of emotional labor on the mental health of hotel employees based on the Allostatic Load and Conservation of Resources theories. Four waves of data were collected from 534 hotel interns in an eight-month period. Latent growth modeling and lagged path analysis were used to analyze the time-series data. The study results indicated that hotel employees experienced increased anxiety and depression within the first three months of their new jobs. Surface acting increased employees' anxiety and depression. Interestingly, deep acting decreased employees' anxiety and depression in the short run but increased their anxiety and depression in the long run. Emotional exhaustion explained the double-edged effect of deep acting on mental health. The study results provide meaningful implications for hotel managers in workplace stress management and employees’ mental health improvement.     

Household composition and the importance of experience attributes of nature based tourism activity products – A Norwegian case study of outdoor recreationists

This study examines the relationship between household composition and the consumption of nature based tourism products by analysing the results of a survey among members from two of Norway’s largest outdoor recreation NGOs. Survey respondents were categorised into five main household types, namely: nuclear family, single parent, couples without children, single, and adults living together. These five main household types were then further divided into 19 age-based subgroups. Four key experience attributes connected to nature based tourism activities were identified, namely: Risk/challenge, Facilitation, Learning and Family/children friendly. This study reveals differences between household types in terms of the importance of the experience attributes sought from nature based tourism activity products. The tourism sector needs to be aware of variations in the key experience attributes different household types seek and to adapt to the process of changes in household structures in post-industrialised societies.     

Leading a successful hotel: A look at the general manager’s ability to utilize multiple leadership styles

Using a case study format the researcher examines the leadership styles of three ultra-successful general managers (GMs) in select- and limited-service hotel environments. The study’s findings identify and characterize specific situations in which each GM was able to: 1) effectively utilize their primary leadership style and 2) intuitively shift to a non-prevalent style to accomplish a specific task. Applications of various aspects of leadership styles observed in the field were compared with the results of a formal leadership assessment. The cross-case analysis produced three dominant themes: 1) the GMs under study balanced the needs of their followers and guests; 2) while the GMs took three separate approaches to developing their followers, each built a cohesive management team with loyal employees; and 3) the GMs shifted leadership styles to help employees learn from their mistakes. Each GM utilized all aspects of their primary leadership style while also employing secondary styles when needed.     

A contingent valuation approach to estimating the recreational value of commercial whale watching – the case study of Faxaflói Bay,Iceland

There is currently limited knowledge concerning the economic value of commercial whale watching from the perspective of the consumer's trip experience. This study outlines the results of an in-person contingent valuation survey, which asked whale watching tourists in Faxaflói Bay, Iceland, how much they would have been willing to pay beyond the paid ticket price. Based on a sample of 163 tourists, only 30 (18.40%) reported any consumer surplus, despite the majority stating positive satisfaction with the experience. Mean consumer surplus was 768 ISK (approximately 5.60 euros). Scaled up to the number of whale watching tourists in Faxaflói Bay in 2018 of 148,442, aggregate CS was approximately 114.0 million ISK (0.83 million euros), a 6.9% mark-up on estimated annual revenue generation derived from average ticket prices. The study provides new information on the economic value of whale watching in an area which had already been part-designated as a whale sanctuary.