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.     

What hinders hotels’ adoption of environmental technologies: A quantitative study

In response to our planet’s severe environmental problems, many businesses use environmental technologies to strengthen their environmental performance. However, the adoption rate of using such technologies in hotels is still slow, and very few quantitative studies have examined the reasons why. This study examined the barriers to environmental technology adoption in the Hong Kong hotel industry. We sent 648 questionnaires to the target sample and eventually received 102 completed responses. Seven barriers were identified: (1) monopolised after-sales service; (2) human resource limitations; (3) government and initial support; (4) financial performance; (5) lack of green knowledge and green network; (6) customer experience; and (7) environmental feasibility. An independent samples t-test and analysis of variance (ANOVA) were conducted to investigate the relative significance of the seven barriers for different hotel demographic variables. This study offers specific theoretical and practical implications. Recommendations for the industry are also provided.     

Vacation behaviour under high travel cost conditions – A stated preference of revealed preference approach

This paper investigates vacation behaviour under high travel cost conditions. We estimate discrete portfolio vacation choice models on data obtained in a novel free format Stated Preference of Revealed Preference (SP-off-RP) choice experiment. The substantive contribution of this paper is that we develop new insights into vacation behaviour under high travel cost conditions. We find that vacationers exhibit considerable diminishing marginal disutility of vacation travel costs. Furthermore, we have identified significant interactions effects across the following vacation choice dimensions: destination, length of stay, accommodation type and mode of transport. Therefore, a substantial increase in travel costs is likely to have marked consequences for the tourism industry – reaching beyond the transportation side of tourism. Methodological contributions of this paper are twofold: 1) it proposes a choice experiment in which SP alternatives are constructed by pivoting of late consideration set alternatives, rather than only of a chosen alternative, and 2) it proposes, and illustrates the use of, a generalization of a recently proposed SP-off-RP estimation procedure.     

Hotel attributes: Asymmetries in guest payments and gains – A stated preference approach

This paper reports the existence of asymmetries in the preference formation of potential guests with regards their perception of hotel attributes. In the same way, using choice experimentation, we can confirm that similar asymmetries exist in their willingness to pay measures based on the valuation of losses or gains. The specification of a reference dependent utility function allows the application of prospect theory to an analysis of choices made by consumers when they evaluate attributes that define hotel service quality. The results show the existence of significant discrepancies between the monetary compensation a customer would accept if a reduction in hotel quality was produced and the amount he/she would be willing to pay if the service quality were improved. The results imply important implications and recommendations for hotel managers and policy makers.     

Ethnic minority tourism in China – Han perspectives of Tuva figures in a landscape

Ethnic or indigenous tourism has attracted significant academic research, but with the exception of Taiwan's minorities much of the research in the English language journals has been dominated by the perspective of western tourists gazing upon the minorities. Additionally such studies have tended to be quantitative in nature. This paper studies the attitudes of Han tourists towards the Tuva minority of Kanas Scenic Area and reports results derived from 650 respondents. Equivalencies with western-based research are found, with about only 11 per cent of tourists having any significant interest in minority cultures, although evidence exists that Tuva and their Kazakh neighbours contribute to destination image as figures in the landscape – a landscape that is attractive to Han tourists for aesthetic and relaxation reasons. However, while simpler analysis is found to be effective in creating clusters, a causal model fails due to issues of auto-correlation and multi-collinearity, which problems may be pertinent in other studies that report the gaze of a majority on the culture of the minority. The implications of both findings and research method are discussed.     

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.     

Rural tourism development in Lithuania (2003–2010) — A quantitative analysis

The objectives of the Rural Development Programme for Lithuania for the period 2007 to 2013 are to: (a) preserve natural and cultural heritage objects, (b) support complementary activity in the rural areas, and (c) generate rural tourism as an economic sector. The aim of this study is to identify current trends specific to the Lithuanian rural tourism sector and propose potential means of development. This study focuses on an inter-county assessment of rural tourism flows within Lithuania by the means of an index decomposition analysis. Consequently, an analysis was undertaken covering factors including the number of the rural tourism farmsteads, spatial distribution of those farmsteads, and capacity, an amended Defert Index, and duration of stay effects. The analysis suggests that the Lithuanian rural tourism sector was negatively affected by the 2008 recession. Indeed, the impacts exhibited relatively high elasticity of demand for rural tourism. Hence, there is a need for the further development of appropriate marketing and information dissemination strategies aimed at both middle and lower income consumers.     

Hotel Theming in China: A Qualitative Study of Practitioners’ Views

Facing increasing competition, many hotels have adopted “theming” as a marketing strategy. Although still in its fledgling stage, hotel theming has already gained popularity in the growing Chinese hotel market. This study conducted focus group discussions to understand the concepts behind hotel theming in China. Respondents were 41 practitioners from the Chinese hotel industry, who were enrolled in an executive graduate program. Data revealed that hotel theming has four analytical dimensions, namely, the current state, perceived facilitators, inhibitors, and future prospective for developing such strategy in China. Results showed that the specific traits of the Chinese hotel market are highly important for the success of hotel theming in the given context.     

Current Situation of Rural Residents’ Tourism: A Case Study in Zhejiang Province in China

China is a large agricultural country. At the end of 2011, rural residents accounted for 48.7% of the total population. Without the participation of rural residents, the development of China's tourism would be incomplete. The outset of rural residents’ tourism will be crucial to 50% of China's tourism market. This article, through two years’ questionnaire surveys, interviewed 600 rural residents from 38 villages in Zhejiang province, analyzed the current situation of rural residents’ tourism market and rural residents’ tourism consumption behavior. This survey provided theoretical researches for developing the tourism market of rural residents, and had some significance on stimulating domestic demand, promoting economic growth and improving the standard of rural residents' life.     

Injustice in Mobile Leisure: A Conceptual Exploration of Pokémon Go

In augmented reality, video games and the physical world converge as individuals participate in digital leisure overlaid on physical spaces. In Pokémon Go, game play in the physical world is impacted by constraints that limit access and play of marginalized groups. The global popularity of Pokémon Go created an opportunity to explore experiences of marginalized groups participating in augmented reality game play. Grey literature surrounding Pokémon Go is rich with accounts of constraints experienced by marginalized groups, particularly individuals self-identifying as White women, Black women, or Black men. Their experiences with Pokémon Go illustrate the need for social justice in digital leisure. Because the lifespan of mobile applications is limited, the gradual process from research to social change may be insufficient in addressing ever-evolving digital platforms. Researchers need to strategically work with industry partners to identify needs for social justice during the planning and designing stages.     

‘Up in the air’: A conceptual critique of flying addiction

The ‘flyers’ dilemma’, where an individual’s self-identity as an environmentally-responsible consumer conflicts with the environmental impacts of frequent air travel, has been shown to produce a range of negative psychological effects. Some have argued that frequent flying may represent a site of behavioural addiction, characterized by guilt, suppression and denial. While this sort of pathologisation finds parallels in other forms of excessive consumption, its application in a tourist context is problematic in terms of classification validity, attribution of negative consequences, transfer of responsibility, and tendency towards social control and domination. We argue for an alternative conceptual approach to frequent flying which elaborates the structural reproduction of the ‘flyers’ dilemma’, rather than its individual, psychological effects.     

Determinants of consumers’ choices in hotel online searches: A comparison of consideration and booking stages

Using a stated choice experiment, this study uncovers how hotel review- and price-related attributes affect consumers’ formation of consideration sets and hotel bookings based on online search results alongside a two-stage model of consideration and choice. Empirical findings indicate that consumers’ evaluations of certain attributes vary across these stages. During the consideration stage, the listed hotel price, promotional discount, overall rating, review volume, and booking popularity are significant attributes for prospective guests, whereas price disparities across websites are not. Insignificant interaction effects among these determinants imply that in this stage, consumers employ fast-frugal heuristics and a noncompensatory strategy. During the booking stage, listed price, promotional discount, overall rating, and review volume inform consumers’ booking decisions. Furthermore, the interaction effects point to consumers’ adoption of a compensatory strategy in making a final booking decision. Finally, this study concludes with implications for hotel pricing and system optimization of online platforms.     

The socially distant servicescape: An investigation of consumer preference’s during the re-opening phase

In light of the COVID-19 pandemic restaurant operators had to close their dining rooms for dine-in service for a number of weeks; however, once they were allowed to re-open concern still existed over safety and socially distancing many operators had to get creative in ensuring guest and worker safety. The current study sought to assess consumer perceptions and preferences regarding different types of dining room setups that were implemented by restaurants around the U.S. during the re-opening phase to ensure proper social distancing amongst guests. A quasi-experimental design was implemented where respondents were shown images of two different dining-room setups and provided responses to questions based on their perceptions and preferences for these socially distant servicescapes. Overall, respondents indicated that partitions between tables were preferred to mannequins being placed at tables. Academic and practical implications are discussed.     

To Centralise or Disperse – A Question for Interpretation: A Case Study of Interpretive Planning in the Brecks

The connections between interpretation and sustainable tourism are gradually being realised and it is now generally accepted that interpretation, if planned carefully and sensitively, can contribute in a variety of ways to sustainable tourism development. This paper reports on a case study of sustainable interpretive planning in the Brecks countryside straddling the Norfolk–Suffolk border in the UK. The key question raised is: if interpretation is to be fully accepted as a mechanism in developing sustainable tourism practices should interpretation be planned and implemented in a dispersed or in a centralised fashion? A review of several projects undertaken in a variety of UK destinations illustrates that this question is far from straightforward, and that the results are far from conclusive. The paper discusses the way in which this question was addressed in the Brecks and why the dispersal option was adopted.     

Business Travelers’ Accommodation Selection: A Comparative Study of Two International Hotels in Cairo

The purpose of the present study was twofold. First, it aimed to determine what business travelers in two international hotels in Cairo, Egypt, the first being 5 stars and the second 4 stars, believed were the factors influencing hotel selection and their importance. Second, this work aimed to ascertain the extent of congruence between business guests on attributes that feature in hotel selection. Results showed that business travelers at the 5-star hotel assigned top importance to the attribute “accuracy of wake-up call”, whereas their counterparts at the 4-star hotel identified “security and safety of room” as their most important factor in hotel selection. The independent samples t-test identified statistical significant differences on 50 attributes between both sets of respondents. The eta-squared value was calculated to examine the magnitude of such differences. Despite the difference in hotel star rating, research findings did not reveal a large statistical difference on all attributes. However, a large statistical difference was discovered between respondents on 21 attributes; a moderate difference on 25 attributes and; a small difference on 4 attributes. The results of this study could equip accommodation managers with a better insight into the actual needs of business guests, the issue that could lead to their satisfaction and improve customer service.     

Enhancing Competitiveness Through Guests’ Experiences: A Typology of Customer Experiences in Upscale Hotels

This study sought to develop a marketing model that can enhance the competitiveness of four- and five-star hotels in Kenya. The main factors generating guests’ expectations and delight were investigated after focusing on managers’ and customers’ opinions since these perspectives have generally been underexplored. The voices and viewpoints of these stakeholders were therefore incorporated and analyzed in determining an appropriate marketing model, which was based on the experiences of guests in hotels after examining what they considered important.