Human resource development issues for the hotel sector in Libya: a government perspective

The Libyan government emphasises the importance of tourism in economic diversification through its Libyan Tourism Master Plan identifying various initiatives to develop the Libyan tourism industry, including human resource development (HRD). Hotels are key to an internationally competitive industry and human resources critical to perceptions of service quality. This paper analyses issues relating to the Libyan hotel sector, including the need to strengthen the private sector; to match education/training programmes to industrial needs, and to address cultural and religious dimensions which exacerbate poor industry image. The paper identifies a partnership approach between governmental, educational and hotel sectors to address HRD issues through workforce planning. Copyright © 2008 John Wiley & Sons, Ltd.     

A review of empirical research on interorganizational relations in tourism

During the last few decades, a growing body of literature has been produced on various aspects of interorganizational relations (IOR) in tourism. This paper provides a review of that literature. The findings are based on a review of 269 empirical papers published in 37 tourism journals between 1989 and the first quarter of 2017. The review identifies six main research themes relating to relationship formation, structure and activities, governance, maintenance, outcomes, and evolution. Based on the insights from this review, an organizing framework for research on IOR in tourism is developed and four opportunities for advancing research on IOR in tourism are proposed relating to the pursuit of causal inference, supply networks as a unit of analysis, quantifying outcomes of IOR in tourism, and addressing marginalized topics.     

The economic return on education for hotel managers

This paper estimates econometrically the economic return on education among Portuguese hotels managers, based on a survey carried out in 2003. A Mincerian human capital model is estimated. The main findings indicate that the rate of return is in the range 12–15%, signifying that Portuguese hotel managers are better paid than the average population. The results also indicate that in this sector, the return on education does not depend on the number of employees in the hotels in which the individual works, nor on the region where the hotel is situated. Gender has an impact in this labour market. Being a foreign manager has a positive impact on earnings, as is also the case for partners in the hotel company. The research draws the attention of hotel managers to the need to acquire human capital to enable them to perform their tasks effectively in a globalised world. Copyright © 2007 John Wiley & Sons, Ltd.     

Entrepreneurship in the small and medium-sized hotel sector

The purpose of this study is to gather information about the determinants and characteristics of the owners/managers of small- and medium-sized hotels (SMSHs) and identify various challenges in starting up and operating businesses in the United Arab Emirates (UAE). The paper also highlights key actions taken by the owners/managers of SMSHs to manage their business in the competitive business environment. To avoid any bias associated with a specific method, a multi-method research approach has been used for data collection. The results reveal that the majority of the owners/managers of SMSHs in the UAE are male, young and middle-aged with secondary- and higher-education levels, and relatively new to the tourism industry. With the characteristics of self-confidence, perseverance and independence, the motivations for the business ventures of the owners/managers include wanting to be financially independent, become one's own boss, involvement in family business and the opportunities of the hotel business. Among the key business challenges highlighted by the owners/managers of SMSHs are stiff competition in the hotel industry, increased operating costs, reduced demand and lack of skilled employees. Several key strategies have been employed to face these challenges. These include offering competitive pricing, improving the marketing and channels of promotion, enhancing the quality of service and providing superior customer service. At the same time, the owners/managers of SMSHs also felt that the government and policy-makers should play a more proactive role in promoting the tourism sector. This research provides a useful insight into the activities in the hotel tourism business sector and the challenges they encounter while operating in the UAE economy.     

Stakeholder Influence on the Implementation of Environmental Management Practices in the Hotel Industry

Based on the stakeholder theory, this research aims to analyze the relationship between hoteliers' perceptions of stakeholders' interests and the implementation of environmental management practices in Oaxaca, Mexico, incorporating the effect of three hotel characteristics: size, age and economic capacity. Empirical evidence, obtained from hotel owners and/or managers, reveals a direct and positive relationship between the hoteliers' perceptions of stakeholders' interests and the implementation of environmental management practices, with hotel age and size having a moderating effect. Economic capacity, as an independent variable, is also an important factor in the implementation of environmental management practices. Copyright © 2015 John Wiley & Sons, Ltd.     

Wine tourism research: a systematic review of 20 vintages from 1995 to 2014

This paper provides a review of 176 papers on wine tourism published between 1995–2014, highlighting research fields, wine regions studied, theory and methodologies used, journals and authors publishing wine tourism research. This paper aims to provide a reference guide for future researchers through a systematic review of wine tourism research over 20 years. The study contributes to the existing literature reviews of wine tourism and consequently, identifies key gaps for further study. Wine production and wine tourism have very different business foci within wineries. However, the findings reveal the importance of strengthening the synergies between wine production and tourism to be successful. In addition, findings revealed different research agendas between New World and Old World wine countries, where the former has a focus on wine tourism while the later on wine production. There has been an increase in theory building which highlights the complexity of the wine tourism experience. Based on this review, the wine tourism research framework developed by Carlsen (2004) has been extended to include two themes: regional development and the experiential wine tourist. The results reveal relevant findings for academics, winemakers and tourism managers regarding the background and future trends of wine tourism.     

The Incorporation of Consumer Experience into the Branding Process: An Investigation of Name‐Brand Hotels

Given the growing number of hotel brands, improving consumer experience has become an increasingly important area of interest to industry practitioners. The purpose of this study is to investigate the relationship between hotel guests' brand experience, knowledge and loyalty to name‐brand hotels. Confirmatory factor analysis and structural equation modeling with the incorporation of a second‐order factor analysis were employed to achieve the research goals. The findings indicate that brand experience was represented as a holistic concept with sensory, affective, behavioral and intellectual aspects. While brand experience influences brand loyalty, its impact is partially mediated by brand knowledge. This is a pioneer study that combines consumer experience with branding in the hospitality industry and offers practical suggestions to facilitate hotel managers in their development of effective branding strategies. Copyright © 2015 John Wiley & Sons, Ltd.     

Understanding women's accommodation experiences on girlfriend getaways: a pragmatic action research approach

In the realm of women's travel, while the accommodation experiences and preferences of female business travellers have been investigated, little is known about the female leisure-traveller in this regard. This study investigates one of the growth sectors in women's travel – girlfriend getaways (GGAs), which are holidays taken by females with other females. An action research approach was employed to explore the accommodation needs of all these female travel groups in the Malaysian context. Using a five-stage approach which included in-depth interviews, a hotel stay for three groups of women on a GGA, focus groups and secondary data analysis, four themes were identified. These themes address feminine comforts, facilitating friendship, safety, and shopping and the use of discount promotions with GGA. Findings suggest that the needs of female leisure-travellers are distinct from those of women who travel on business. Recommendations for hotel management are made to enhance the GGA experience for women, notably providing spaces and activities to facilitate female bonding.     

Critical issues of globalisation in the international hotel industry

Competition in the international hotel industry is increasingly global as hotels seek new ways to grow and customers have more alternatives to choose from. Globalisation could lead to bland hotel images where hotels are similar wherever they are located. They could lose their local uniqueness and authenticity. This paper presents strategies for international hotel companies to operate in the globalised market. The main issues of globalisation in the international hotel industry are also discussed and ways to optimise the implementation of operating strategies given.     

Multinational hotel development in developing countries: an exploratory analysis of critical policy issues

Multinational hotel companies, often integrated with tour operators, travel agencies and other businesses in tourist‐generating or tourist‐receiving countries, play a key role in the development and continuity of an international tourism industry in developing countries. In order to take advantage of benefits and minimise the unwanted adverse effects from multinational hotel involvement, developing countries need the planning, implementation and evaluation of carefully designed policies linked to their particular objectives. This paper reviews the potential benefits and costs of multinational hotel companies and brings together previously scattered critical policy issues in relation to them, while suggesting possible options for developing countries to follow. Seven critical policy areas are identified: establishment of the need for foreign investment; deciding on forms of involvement; deciding on the scale of hotel development; supporting sectoral linkages; supporting indigenous employment/training; monitoring business practices; and determining foreign investment incentives and regulations. It is argued that policies should be worked out in these areas and co‐ordinated in order to achieve a balance between the benefits and costs of multinational hotel involvement in developing countries. Copyright © 2001 John Wiley & Sons, Ltd.     

The moderating effect of safety image on Guests' perceived risk and revisit intentions in luxury hotels

This study explores the relationship between perceived risk and intention to revisit, based on four core dimensions of the subjectively perceived risk of luxury hotel guests to hotel safety image. In particular, this study innovatively uses the four dimensions of hotel safety image as moderating variables to explore how the relationship between perceived risk and intention to revisit is affected. The results from the 573 valid questionnaires show that perceived risk has significant negative effects on revisit intention, hygiene control significantly and negatively moderates the negative relationship between perceived risk and revisit intention, and self-service technology significantly and positively moderates the negative relationship between perceived risk and revisit intention. These results complement the application of customer perceived risk and hotel safety image in luxury hotels in the context of natural disasters and provide hotel managers with new perspectives on marketing and decision making and how to improve competitiveness.     

Exploring impact factors of shippers’ risk prevention activities: A European survey in transportation

This paper reports results of a survey examining the impact factors for shippers to implement risk prevention activities. A regression analysis illustrates the relations between risk and quality related impact factors and the shippers’ ability to implement risk prevention activities. The study identifies the corporate risk culture and product vulnerability as main impact factors for the implementation of prevention activities in transportation. This paper will be beneficial for transportation managers considering the implementation of risk prevention activities in the transportation field, and will support further empirical research in the transportation management and supply chain risk management research area.     

The impact of sharing accommodation on the hotel occupancy rate in the kingdom of Swaziland

This paper examines the relationship and impact of sharing accommodation on the hotel occupancy rate (HOR) from a developing country perspective. Using panel data on the monthly HOR and the number of Airbnb room occupancy rate for the periods 2012–2016 and 2015–2016, respectively, the study applies a hierarchical regression model to respond to the research questions. The Pearson correlation test reveals a positive relationship between the HOR and Airbnb room occupancy rate, thus indicating that an increase in the hotel room occupancy rate moves in tandem with a rise in the Airbnb room occupancy rate. Further test revealed that increase in the Airbnb room occupancy rate coincided with an increase in the hotel room occupancy rate. In addition, the Airbnb platform was found to appeals to a different tourist market profile than does that of hotels, and that, therefore, the two products may be viewed as non-competitors. Furthermore, inconsistencies in regulatory provisions, in terms of which hotels are required to undergo various legal procedures as opposed to such platforms, are evident. The study recommends that the Swaziland Government should undertake stakeholder consultations aimed at developing regulations to manage and monitor sharing accommodation platform participants that will incorporate its innovative and diverse dimensions. The study is important as it provides insights into tourism destination managers on the impact of the sharing economy from a developing country perspective where empirically based research that could be useful in policy formulation is scant.     

The manager's dilemma: a conceptualization of online review manipulation strategies

Online evaluations are one of the most important innovations in tourism in recent years, often combining a review/rating (business-specific evaluation) and a ranking (inter-business comparison). As online reputation determines economic success, tourism managers may be tempted to manipulate online content. This paper presents the results from a qualitative study involving 20 hotel managers in southern Sweden, and their perspectives on manipulation. Results confirm that there exists a wide range of review manipulation strategies, many of which are difficult to control. Even though only few managers appear to systematically manipulate, online evaluations represent a significant challenge for businesses, as they introduce direct competition and foster consumer judgement cultures. It is postulated that managers will increasingly find themselves in a Prisoner's dilemma, representing a situation where engaging in manipulation is the most rational choice in an increasingly competitive market situation.     

The influence of green practices on supply chain performance: A case study approach

The main objective of this exploratory paper is to investigate the relationships between green practices of supply chain management and supply chain performance. This relationship is investigated in the context of the automotive industry. Five research propositions are suggested and tested with empirical data derived from five case studies taken from the Portuguese automotive supply chain. The data analysis identifies the most important green practices considered by managers, as well as the performance measures that are most appropriate and most widely used as means to evaluate the influence of green practices on supply chain performance. A conceptual model was derived from the data analysis and it can be used to assess the influence of green practices on supply chain performance. This model provides evidence as to which green practices have positive effects on quality, customer satisfaction and efficiency. It also identifies the practices which have negative effects on supply chain performance.     

Identifying key research themes for sustainable urban mobility

ABSTRACT

A comparison of various research agendas for transport and sustainable development from the last two decades reveals a number of common themes that are just as important now as when they were first suggested. Although the research questions and approaches have changed, many key issues have remained relatively fixed. Key issues such as information and communications technology, urban space and scale, lifestyle and behavior, regulation and pricing, and institutions and governance persistently recur and seem likely to remain on the transport research and policy agendas for the foreseeable future. This article summarizes some of the key developments and opportunities related to these five research themes.     

Tourist use of public transport at destinations – a review

Understanding tourists' use of public transport (PT) at the destination is important for sustainable mobility, destination satisfaction, PT management and destination management. This paper provides an overview of research in PT and tourism since 2000. The review identifies main topics and issues including how PT is used for tourism purposes in different contexts. It also recommends policies and strategies for a modal shift to PT in tourism, and identifies potential areas for future research. The review indicates that there are differences in the level of PT use by visitors between rural and urban destinations. PT is often not favoured by visitors in remote areas, although the situation is more promising in urban destinations. However, the overall potential of PT as an alternative mode for travelling is unclear, given tourist motivations and behaviours, and provision of visitor-oriented PT services including the need for appropriate communication and social marketing strategies.     

A cross-country comparison of accommodation manager perspectives on online review manipulation

Accommodation businesses are increasingly dependent on a limited number of reservation platforms. A significant feature of these platforms is guest evaluations, which are transformed into ratings and rankings. As the positioning of the business in comparison to competitors determines customer demand, accommodation managers have considerable interest in maintaining or improving their online reputation. One response may be to engage in manipulation strategies. This paper presents the results of a survey including 270 hotel managers in five countries, Germany, Israel, Norway, Sweden and Switzerland. Managers confirm growing competition as a result of ratings and rankings, and they report that guests are increasingly aware of the importance of reviews. To avert negative online feedback impacts, managers intervene strategically. The paper discusses new market pressures, emergent consumer judgement culture and consumer citizenship, opportunities for legal redress and the emerging importance of reputation management strategies.     

Models of crisis management: an evaluation of their value for strategic planning in the international travel industry

Tourism is particularly prone to external shocks, which by their nature are unpredictable and need to be addressed through effective crisis management processes. The paper reviews the literature relating to crisis management in tourism and identifies and briefly critiques several models that have been developed to help managers in their strategic planning for such contingencies. The terrorist attacks of ‘9/11’ are used as an exemplar of the type of external shock that can lead to crisis if travel industry managers fail to take immediate and decisive action. This paper discusses the reactions of leading UK based tour operators to the terrorist attacks and a case study is presented to examine the reaction of a particular company to ‘9/11’ and to review the ‘turnaround’ strategies used. The crisis management process model is compared and contrasted with the steps actually undertaken at the company. It is evident that there are wider lessons for the travel industry including the need to: integrate crisis management with strategic planning processes, prepare detailed contingency plans, define decisional roles and responsibilities, and to retain a degree of flexibility. Copyright © 2005 John Wiley & Sons, Ltd.     

Managing customer knowledge through the use of big data analytics in tourism research

The use of big data is growing in relevance and importance in tourism management research. Companies operating in this industry are exploiting big data analytics and developing systems to manage customer knowledge and provide the best service in the right place at the right time. This paper aims to provide a systematic literature review to present issues associated with the use of big data in tourism and identify future research directions on the topic. To achieve this aim, this paper develops a citation network analysis methodology to drive the content analysis and explore the content of 109 selected papers. The findings of this review highlight that although there is an increasing number of contributions on the topic, there are yet some issues that require to be further developed. In particular, the paper identifies research gaps and consequent research questions that represent an agenda for both researchers and practitioners.