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.     

Managing the experience co-creation process in tourism destinations: Empirical findings from Naples

The aim of this study is to investigate the main antecedents and consequences of experience co-creation in tourism. Based on an in-depth literature review, a survey was designed, and data was collected from 385 tourists visiting Naples, Italy. A path analysis revealed that the interactions among tourists and tourism service providers and the active participation of tourists are antecedents of experience co-creation in the tourism industry. Experience co-creation positively affects the satisfaction of tourists, their level of expenditures, and their happiness. Study results also revealed that the attitude of tourists of sharing their experiences with others does not influence experience co-creation. As one of the first studies in this area in the field of tourism, this study contributes to the body of knowledge by proposing and empirically testing a model that shows three antecedents and three consequences of experience co-creation in tourism.     

Efficacy of co-creation and mastering on perceived value and satisfaction in tourists' consumption

This study explores effects of participation, namely co-creation and mastering, on the perceived value of consumers' experience and satisfaction. Co-creation comprises both physical and psychological (mental) participation, and mastering represents consumers' self-perceived knowledge and skills in taking part in experiential activities. Adventure tourism is chosen as the setting. A logit model is used to test the hypothesis. The study results reveal that tourists' mastering and psychological co-creation are significant for value perception. Further, value perception is found to mediate the relation between participation and satisfaction. Consequently, tourists' participation augments satisfaction by creating value in the experience. This study contributes to the theory in two ways. First, it reveals the importance of including the mastering and co-creation dimensions in acknowledging tourists' as resource integrators for value creation in experiences. Second, satisfaction in tourism consumption evolves through tourists' participation in creating value of the experience.     

Situational and personal factors influencing hospitality employee engagement in value co-creation

This study explores the situational and personal factors affecting hospitality employees’ engagement in the co-creation of value. The concept of value co-creation emerged from the general co-creation literature, and little research has assessed how situational and personal factors enhance our understanding of value creation. To explore these underlying factors, a qualitative study involving in-depth and focus group interviews was conducted at three luxury hotels in Hong Kong and Macao. The research findings indicate five situational factors and five personal factors impact cocreated value for hotel guests in the luxury sector. Insights are provided into the potential use of these factors to better manage employee engagement and the customer experience to facilitate value co-creation. The implications of the study and directions for future research are discussed.     

‘What’s on your Bucket List?’: Tourism,identity and imperative experiential discourse

The concept of the Bucket List has achieved rapid and widespread recognition. This article makes an original Critical Discourse Analysis of the Bucket List as a cultural phenomenon that provides important insights into the interrelation between identity and tourism. The Bucket List is used to communicate specific suggestions of desirable tourism experiences and uses what can be termed the experiential imperative discourse, where the language, tone and framing of the text positions the experience described as essential and obligatory. Ultimately, the Bucket List discourse serves to prescribe culturally specific ideas of what constitute ‘good’ tourism experiences and is imposed on individuals who are prompted to desire a constantly renewing range of tourism experiences.     

Gay and lesbian customers’ perceived discrimination and identity management

This research focuses on how gay and lesbian customers perceive potentially discriminatory attitudes and behaviors of service employees in the hospitality setting.Based on 143 gay men and 154 lesbian women participants, the results show that perceived discrimination at the group level is significantly higher than at the personal level. Two identity management strategies are identified: passing strategy involves customers avoiding personal questions and trying to appear heterosexual, while revealing strategy involves customers disclosing their sexual orientation and confronting negative gay and lesbian stereotypes. Gender differences are found in both perceived discrimination and identity management strategy. Lesbian women are found to have higher perceived discrimination than gay men, and they are more likely to engage in revealing strategy than gay men. The findings of this research contribute to hospitality research by confirming the personal/group discrimination discrepancy, identifying two identity management strategies, and documenting gay men and lesbian women differences.     

Performing culture at indigenous culture parks in Taiwan: Using Q method to identify the performers' subjectivities

Performance of indigenous culture at culture parks for tourism is traditionally viewed from a modernist ontological perspective as exploitative and from a managerial perspective as the provision of a service. These views might fail to accommodate the performers' subjectivities. In this Q method study the views of the performers are identified based on a sample of 30 respondents and 42 Q sort items. Respondents were performers employed at the Indigenous Peoples Culture Park in Taiwan. The replicability of a previous Q study was tested using the same design in a different research setting. In both studies two clusters of subjectivity were found: the ‘Performers’ View’ and the ‘Instructors’ View’. Neither view conforms to the modernist or managerial perspective identified in tourism research. Instead, the reflexivity of Q suggests that in the performance of indigenous culture, these fixed ontological categories are porous and situational.     

Eco-innovation and organizational culture in the hotel industry

This study analyzes the relationship between organizational culture and eco-innovation in a sample of 130 hotels in Oaxaca, Mexico.A theoretical model is developed to link the compatibility of the four types of organizational culture defined in the Competing Values Framework (CVF) (hierarchy, clan, market, and adhocracy culture) to different modes of eco-innovation (radical–incremental and component–architectural).In order to test the hypotheses, regression and correlation analyses are conducted. Adhocracy culture and organization size are found to be significant in explaining the presence of eco-innovation.The implications of these results for firms tend towards the convenience of adopting an adhocracy culture, which facilitates the implementation of eco-innovation at different levels and potentiates both environmental and organizational results.     

The blockchain technology and the scope of its application in hospitality operations

The recently emerged concept of the blockchain technology (BCT) can disrupt the traditional realm of tourism and hospitality operations. While some research has looked into the implications of BCT for tourism management and marketing, no studies have explicitly considered the scope of its application in the context of hospitality operations management. This is arguably a major omission as available evidence points at the foremost potential of BCT to affect the nature of hospitality business. This study partially plugs this knowledge gap and, by reviewing examples of existing applications of BCT in various economic sectors and across different consumption markets, evaluates its potential for future integration into hospitality operations management. The framework of prospective use of BCT in the hospitality industry alongside the related organisational, institutional and technological challenges that need to be overcome for its wider industrial adoption are outlined.     

Exploring dress,identity and performance in contemporary dance music culture

Electronic dance music and its associated cultures have experienced significant growth and diversification in recent decades, evolving from their origins in the warehouse, acid house and rave ‘scenes’. The myriad of interrelated scenes under the umbrella term ‘dance culture’ provides a range of aesthetic and social event experiences, where participants can experiment with and perform multiple identities. This paper explores the significance of dress and identity within dance culture, drawing on an autoethnographic study which included participant observation, field trips, online research, focus groups and interviews. It investigates performance and presentation of identity within these commodified places, in particular how participants negotiate and traverse various credible roles. It suggests that the performance metaphor is useful in conceptualising event spaces and demonstrates the hugely significant role that dress and identity play in the construction and consumption of these events.     

The role of the rural tourism experience economy in place attachment and behavioral intentions

This study aims to empirically explore the effect of the experience economy on place attachment and behavioral intentions through emotions and memory. To do so, the rural tourism context was selected as it not only provides small accommodation units in the countryside, but is also related to a set of possible activities involving both passive and active participation by guests. The survey was conducted using a self-administered questionnaire distributed to individuals experiencing rural holidays in the South of Portugal. A convenience sample of participants, resulting on 222 usable questionnaires, was employed to test the model. The partial least squares (PLS) approach was used to treat the data. The findings demonstrated the role of pleasant arousal and memory as mediators between experience and behavioral intentions. An excited and pleased guest is more likely to memorize the experience. Nevertheless, the effect of pleasant arousal and memory on place attachment was not proven. The findings also lead to managerial implications, limitations and suggestions for future research.     

The experience of tour reps in maintaining and losing control of holidaymakers

This paper focuses on accounts of the maintenance and loss of control of holidaymakers experienced by tour representatives working for a small British budget tour operator in Mallorca. It uses two major incidents of service breakdown to illustrate the problematics of sustaining control in different settings. The paper argues that tour reps working as front-line service providers experience a tension between protecting the company and giving sympathy to holidaymakers. The paper also argues that the nature of the space in which the service breakdowns occur is crucial to the maintenance of control of holidaymakers.     

Operational issues and trends in the hospitality industry

This article makes some predictions about the future by considering operational issues in the first part of the next century. Hospitality operations management is considered at two levels — the firm level at which strategic operations management takes place; and the unit level. It is proposed, using a model developed by Jones (1999, International Journal of Contemporary Hospitality management), there are seven strategic concerns: location, integration, affiliation, configuration, organisation, implementation and adaptation. For unit operations management the framework of analysis is based on Lockwood and Jones (1989, The Management of Hotel Operations). This identifies seven key result areas: assets, employees, capacity (or customers), productivity, service, income (or control), and quality. Using these frameworks an assessment is made of current issues and trends in hospitality operations management, leading to a prioritisation of possible future outcomes.     

A multilevel synthesis of subjective and objective measures of foodservices in the experience process

This study develops a multilevel framework that connects customer-to-customer (C2C) interaction quality to brand attachment through customer experience. Two food traits—uniqueness and taste—and service quality are posited to play different roles in this link. This research contributes to the literature on the effects of food traits and service on the experience creation process at upscale restaurants. By including both objective measures from user-generated ratings and subjective measures from customer evaluations of restaurant dining, this research sheds new light on the cross-level direct and moderating effects on the experience creation process, and thus answers the question of when and how this process is contingent on food traits and service of different dining outings. It further contributes to the brand attachment literature by revealing the cross-level moderated mediating effect of customer experience on customer emotional connection to a restaurant brand.     

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

Many studies have examined quality management and environmental management separately. This paper analysed the commitment to quality and environmental management at the same time, and their separate and joint effects on hotel performance. The empirical data were collected from a sample of 301 3-to-5-star Spanish hotels. A cluster analysis was carried out to identify the levels of commitment to quality and the environment. Then, ANOVA and regression analysis tested the quality and environmental commitment levels-performance link. Three levels of quality and environmental commitment have been identified. The findings showed that the commitment to quality and environmental practices influences hotel performance.     

Warfare tourism experiences and national identity: The case of Airborne Museum ‘Hartenstein’ in Oosterbeek,the Netherlands

This paper examines through an analysis of Dutch warfare tourism whether there is a relationship between the subjective perceived salience of Dutch identity and heritage tourists' motives, emotions and overall satisfaction. Using a social identity theory framework, this study provides a view of motives for Dutch warfare heritage tourism and the ways in which this specific variant of heritage tourism evokes different emotions and satisfaction evaluations in visitors. Specifically, we found that visitors who identified strongly as ‘being Dutch’ (the ‘in-group’) have stronger self-enhancement motives compared to those who identify less strongly, and that edutainment features strongly in the museum experience. Visitors seeking initiative/recognition express feelings of disappointment suggesting that the museum's symbolic function as a place of national in-group identity could be more highlighted. We demonstrate that an affirmative and engaged experience can manifest at nationally symbolic sites through positive historical narratives and entertainment, and through ‘in-group’ self-enhancement activities.     

Commercial hospitality in destination experiences: McDonald's and tourists' consumption of space

This paper examines the multiple roles that globalised, branded spaces of hospitality can play in tourists' experiences in destinations. It is argued that previous studies have not considered adequately how such commercial hospitality services and spaces interact with and influence tourists' experiences of places. Drawing on a netnographic analysis of online discussions of McDonald's, this study explores how tourists perceive these hospitality venues, and how they use them to engage with foreign destinations and negotiate the ‘work of tourism’. The data show how tourists (re)construct their identities through reflections on consuming McDonald's. The data also demonstrate that tourists critically evaluate discourses of authenticity and the (in)authenticity of consuming McDonald's. The paper concludes by discussing the implications for the marketing and management of McDonald's and similar branded commercial hospitality venues, the marketing and management of destinations, and it outlines avenues for further research.     

Constructionism and culture in research: Understandings of the fourth Buddhist Festival,Wutaishan, China

This paper offers an interpretation of competing legitimacies at the 2007 4th Annual Wutaishan Buddhist Festival in Taihua, Shanxi Province. It suggests how spectacle, entertainment and performance spaces are condoned arenas of challenge and usage by mainstream and peripheral groups. The paper also discusses the methods employed in the framing and nature of interpretation, and possesses its own tension as the different cultural perspectives and voices are heeded. It concludes that the festival exists as a multi-layered event involving economics, politics, faith, entertainment and prestige – each of which creates its own set of interpretations contextualised in the evolving state of Chinese tourism. The paper is partially a response to the work of Hollinshead, Phillimore & Goodson and O'Dell that claim a need for a more reflexive voice in the tourism literature as a means of understanding the tourist experience. Its premises are based on thinking derived from multiple sources including symbolic interaction and Buddhist thought.     

Supply management practices and performance in the Canadian hospitality industry

As the competition to gain customers becomes more intense, the hospitality industry has faced increasing pressure to find new approaches to create and deliver value to customers through supply chain management (SCM) practices. Over the past decade there has been a growing realization of the important contribution that purchasing and supply management can have on an organization's performance. This paper addresses SCM practices, with an emphasis on strategic purchasing (SP), in one sector of the Canadian hospitality industry. Using data collected from 105 Canadian hotels, this study tested seven hypotheses of the impact of SP on SCM practices and verified the impact on the hotel's performance. All of the hypothesized relationships were supported. The results indicate that SP is positively related to the relationship with the supplier (SR), communication (COM), service quality (SQ), financial performance (FINP), and customer satisfaction performance (CUSP). The managerial and research implications of these findings are discussed in the paper.     

Human resource managers’ perceptions of the applications and merit of the balanced scorecard in hotels

The extent to which performance measures that align with the “learning and growth” dimension of the balanced scorecard (BSC) are applied in the hotel industry has been examined by conducting interviews with 14 hotel human resource (HR) managers. Minimal appreciation of the BSC concept was in evidence. When an explanation of the BSC framework was provided, the interviewees unanimously held the view that the term “learning and growth” did not adequately encompass the HR oriented performance measures that they seek to apply. Further, it was found that most hotels were using a single measure of employee satisfaction to represent “learning and growth”, which does not enable examination of the five separate dimensions of “learning and growth” represented in the BSC model. These findings suggest a significant schism between BSC theory and the application of HR oriented measures in the hotel industry.