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1.
Growing competitiveness in the marketplace pushes hoteliers to fully take advantage of their websites as a marketing tool. This study proposed that a trusting relationship with customers could be developed by investing in hotel website development. A research model that incorporates hotel website quality, eTrust, and online booking intentions was put forward. The software AMOS 20.0 was adopted to analyze the proposed inter-variable relationships. Statistical results demonstrated that hotel website quality is a strong predictor of eTrust which then also mediates the relationship between website quality and consumers’ online booking intentions. Implications were offered for practitioners based on the results. 相似文献
2.
Serje Schmidt Antoni Serra Cantallops Cristiane Pizzutti dos Santos 《International Journal of Hospitality Management》2008,27(4):504-516
Hotels are increasingly taking advantage of the Internet as a marketing tool able to provide direct contact with customers, but is the full potential of this tool being exploited? This article constructs and validates an instrument for the measurement of website characteristics and relates those characteristics to website performance, using structural equation modeling. The results indicate that small and medium size hotels in the Balearic Islands in Spain, a developed tourist destination, and in the South of Brazil, a developing destination, are using their websites as mass media tools; ignoring the potential for interactivity and one-to-one communication. It is suggested that hoteliers should adopt a more strategic approach to the Internet, preparing the ground for direct contact with customers. 相似文献
3.
PurposeThe main purpose of the study is to develop a robust and reliable model which evaluates the quality of hospitality websites, or more specifically, hotel websites.Design/methodology/approachThe literature is deeply overviewed and an advisory board is consulted for determination of the critical factors affecting the quality of a hospitality website. Appointed criteria are organised as a hierarchy according to their orientation. A hybrid model including two multi-criteria decision making approaches, namely the Analytic Hierarchy Process (AHP) and Preference Ranking Organisation Method for Enrichment Evaluations (PROMETHEE), is proposed to achieve the purpose of the study. The AHP is utilized to weigh the criteria, and, ranking of the alternatives are provided via PROMETHEE. For the case study, websites of five-star hotels in Ankara, which is the capital city of the Republic of Turkey, are evaluated.FindingsEncouraging results are obtained for the case study by the proposed model.Originality/valueThe proposed model provides reliable and robust results for any qualitative or quantitative criteria to evaluate hospitality websites which is a very important task for both customers, and enterprises, even for governments. 相似文献
4.
This study defines the notion of a wellness hotel, generates a wellness amenity inventory list, and develops the Scale of Wellness Hotel Amenities (SWHA) to measure the level of wellness provided by hotels. The result reveals a 16-item measurement scale consisting of three dimensions: environmental wellness, physical wellness, and mind wellness. Incorporating qualitative and quantitative design and utilizing multi-source samples, we conducted five studies to demonstrate the face, convergent, discriminant, and nomological validity of the SWHA. This study fills an important research gap since no measurement scale is currently available to measure the wellness level of hotels. With an in-depth examination of customers’ perception of wellness hotels, this study provides a tool to identify wellness amenities that customers demand and to evaluate the performance of wellness hotels. The contributions, implications, and limitations of this study are discussed, as well as the recommendations for future studies. 相似文献
5.
This research analyzes the effects of advance booking and channel type on hotel rates. While this relationship has been addressed in the literature, most studies take a partial approach by focusing only on one distribution channel or one destination. This study fills this gap by analyzing the price dynamics for four channels and multiple destinations. The data set consists of 39,363 bookings for 1085 hotels over 27 consecutive months. We used two-stage least squares to solve potential endogeneity issues, and the results proved that distribution channel, hotel type and hotel size have an influence on the effect of advance booking on hotel rates. Critical managerial implications are discussed. 相似文献
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7.
A key contribution to the performance measurement literature was the introduction of the balanced scorecard (BSC) in 1992. However, despite its appealing rationale in capturing different aspects of performance and its wide and increasing use in a range of industries, there has been no rigorous psychometric development and testing of performance scales from the BSC perspective in the hospitality industry. In order to contribute to fill this gap, this study adopted a two-stage design seeking to develop and test a scale of organizational performance using the BSC in the hotel sector. In Stage 1, the authors generated and refined the scale items, recognizing unique characteristics of the hotel sector. In Stage 2, the scale has been assessed in terms of dimensionality, validity, and reliability. The findings suggest that managers do make a meaningful distinction between five aspects of hotel performance. Unexpected results, contributions, limitations, directions for future research, and managerial implications are all discussed. 相似文献
8.
This paper examines hotel guests’ willingness to pay a premium for environmentally friendly and sustainable practices of the U.S. hotel industry. Specifically, the goal of this research is to investigate the relationship between the level of U.S. hotel guests’ environmental concern, measured by the New Ecological Paradigm Scale (NEP) and their willingness to pay (WTP) a premium for hotels’ “green practices.” This study found that U.S. hotel guests with higher degrees of environmental concerns declare a higher willingness to pay premiums for hotels’ green initiatives. This avowed willingness supports the social identity theory and the means-end theory. In addition, based on the affect-based complementarity proposition, this study also examined the effect of hotel type on WTP in the U.S. hotel industry, and found that luxury and mid-priced hotel guests are more willing to pay premiums for hotels’ green practices than economy hotel guests. 相似文献
9.
Third-party literature is concerned about the way others perceive what happens in organizations. When dealing with the perceived justice of the employer-employee relationship, it has mainly adopted an on-site approach. The scarce research focusing on the consequences of perceived justice for client variables in hotels has shown that it can impact client loyalty. In this study, we adopt an on-line view, and we analyze how the comments posted by hotel employees on the Internet about their work conditions influence guest perceptions. This topic is relevant because it is well known that clients’ perceptions influence client satisfaction, WOM and revisit intentions. Through an experiment based on real hotel employer reviews, results confirm that these comments have an impact on the organizational image dimension of service quality, hotel clients’ satisfaction, WOM, and revisit intentions. Thus, as occurs with client eWOM, hotel managers should be aware of these comments and manage them appropriately. 相似文献
10.
Noor Hazarina Hashim Jamie Murphy Sharon Purchase Peter O’Connor 《International Journal of Hospitality Management》2010
This research note addresses two limitations of Internet diffusion studies by highlighting the importance of multivariate statistical analysis and including the element of time. The results support findings on the positive relationship between two hotel characteristics – affiliation and category – with Internet adoption, but question findings on the relationship between hotel size and Internet adoption. 相似文献
11.
Family-run businesses are key players in the hotel industry and provide accommodations in many tourism regions such as the Austrian Alps. To date, research has failed to see the family firm status as a source of competitive advantage for the hospitality industry, despite often being used in practice to attract customers. Through the theoretical lens of signaling theory, this study therefore conducted experiments using fictitious hotel websites with participants from a German online panel (Austria’s largest incoming market) to investigate the effectiveness of family firm brand signals. The results confirm positive effects of communicating the family firm image on consumer response such as word-of-mouth, willingness to pay a price premium, and booking intention. We highlight that this effect is explained by perceived hospitableness. As such, we demonstrate that hotels can capitalize on their unique status by communicating their family firm image. 相似文献
12.
This paper underscores the critical relationship between innovation adoption and innovation implementation, particularly how two contrasting effects—bandwagon and leapfrog—relate to organizational Internet diffusion. Bandwagon effects, adopting a technology due to fad and fashion, accelerate adoption but often lead to ineffective technology implementation. Leapfrog effects, however, attenuate adoption and often lead to effective technology use relative to early adopters. Drawing on and combining related Malaysian hospitality studies, this paper illustrates these two effects and extends the literature by showing that early, and late, adoption can relate positively to successful Internet implementation. In addition, the findings complement and question literature suggesting that business websites evolve through predictable linear patterns, and that adopter categories differ in innovation implementation styles. 相似文献
13.
Travelers have been shown to use the Internet as their primary source of information for locating and booking hotel accommodation, while various website dimensions have been known to influence consumer behavior. Yet, there is no consistency in the way that hotels display their website photographs, especially in relation to photograph size and content, and few studies have investigated this important domain. This study examines the influence of hotel websites’ pictorial information (i.e., photograph sizes and human images) on perceived transportation, booking intentions and willingness to pay more. Analyzing 247 responses with structural equation modeling, large photographs increase transportation, which, in turn, increases booking intention and willingness to pay more. Large photographs are most effective when human presence is absent, while the effect of small photographs is improved with human presence. This study extends transportation theory by demonstrating that transportation can occur in non-narrative scenarios, specifically through photographic images. 相似文献
14.
This study investigates the cost structure and economic implications of the Taiwanese international tourist hotel industry. A multi-product translog cost function with three inputs and three outputs is estimated using seemingly unrelated regression estimation and three-stage least squares. A balanced panel dataset consisting of 47 international tourist hotels in Taiwan over the period 1997–2001 was obtained from Taiwanese Tourism Bureau and used to estimate the cost function. The results show that both scale and scope economies exist in the Taiwanese international tourist hotel industry. In addition, productivity growth is positive over the study period. Managerial and policy implications for the Taiwanese international tourist hotel industry are also discussed. 相似文献
15.
Surprisingly few studies deal with the implications of large events for hotel prices. We address this issue by modeling hotel prices in Munich under the influence of the Oktoberfest. By utilizing internet data from a metasearch provider for check-in dates prior to and during the Oktoberfest 2012, it is analyzed how the event affected the daily price level as well as price differentials between hotels. In general, average hotel prices are very volatile over time. Apparently, Munich hotels tend to set prices according to expected demand and vary those depending on the day of the week during the event. Ceteris paribus, roomrates are highest on Oktoberfest Friday and Saturday nights, followed by Oktoberfest weekdays and Oktoberfest Sunday nights, but there is a general and strong price-raising impact. Prices differ across hotels mainly due to the star category attributed to a hotel and the proximity to the event. Both price premia are time-dependent. 相似文献
16.
Sara Dolnicar 《Asia Pacific Journal of Tourism Research》2013,18(1):29-35
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. 相似文献
17.
Despite the continuously increasing number of published work on the use of the Internet in tourism and hospitality literature, little has been written specifically on issues faced by hoteliers in developing countries and how they could learn from other successful practices. Indeed, analyzing the well performing destinations would provide useful insights for hoteliers in less performing counterparts around the world so as to better exploit the advantages of Internet technologies within their own constraints. Using Northern Cyprus and Hong Kong as examples, this study attempts first to find out the typical issues and usage of Internet marketing in a less developed tourist destination—Northern Cyprus, and compare the Internet‐related practices carried out by hotels in another well developed tourist destination—Hong Kong. A set of self‐administered questionnaires were mailed to members of major hotel associations in both locations. Results revealed that hoteliers in Hong Kong used the services of professionals in designing their websites and launched their websites before their Cypriot counterparts. A discussion of the findings, implications, and limitations are also given. 相似文献
18.
《Journal of Convention & Event Tourism》2013,14(4):29-46
Abstract The past decade has seen a dramatic shift toward public sector financing of large hotels in the United States. This dialectic analysis examines trends in public participation in hotel development and examines why governments are investing in these projects. It looks at the different types of public participation and considers the market implications of these subsidies on private sector hotel development. The case is made that there is a need for accountability and more thorough review of these public investments. The paper proposes various ways that this can be achieved and discusses barriers to such reforms. 相似文献
19.
The current trend towards short-term travelling and reduced spending on accommodation has had a significant impact on the hotel sector. However, the hotel industry is becoming increasingly interested in the senior tourist segment, a population group that prefers hotel-type accommodation to other more inexpensive alternatives, even in periods of economic uncertainty. This paper aims to identify the variables that determine senior tourists’ accommodation choices in Spain. In so doing, it identifies the following variables: length of stay, self-perceived health, self-perceived economic status, self-perceived available time, security/safety at the destination, medical coverage, climate, events and festivals, places of historical/artistic interest, and attractions and natural landscapes. These results have important implications for both the hotel industry and the development of tourist destinations. 相似文献
20.
This paper identifies what customers experience as hospitality and subsequently presents a novel and compact assessment scale for measuring customers’ experience of hospitality at any kind of service organization. The Experience of Hospitality Scale (EH-Scale) takes a broader perspective compared to existing scales, which predominantly measure hospitable behavior of service employees and are specifically developed for organizations in the hospitality industry. A thorough approach containing two qualitative and two quantitative studies resulted in the thirteen-item EH-Scale. The scale measures three experiential factors of hospitality: the experience of inviting (open, inviting, freedom), the experience of care (servitude, empathy and acknowledgement), and the experience of comfort (feeling at ease, relaxed and comfortable). 相似文献