Hotel Attributes and Consumer Satisfaction: A Cross-Country and Cross-Hotel Study

The main purpose of this study was to identify the influence of the consumer’s country of residence on hotel service attributes’ contribution to consumer satisfaction. The hospitality services of Disneyland Paris in Paris, France, were analyzed in the context of the study. Data came from their seven hotels and comprised 47,885 valid questionnaires. The Tetraclasse model was applied to identify hotel attributes’ contribution to satisfaction and compare them for consumer segments from eight European countries and between hotels. Results showed that the four service attributes’ contributions are influenced by country of residence and vary between hotels.     

Quality of service and segmentation in the MICE industry: An approximation based on fuzzy logic

This article aims to evaluate the service quality experienced at academic conferences held at the Universidad Técnica Particular de Loja in Ecuador. Our approach is based on fuzzy logic and ideal solutions to calculate a global attendee satisfaction index for specific market segments: Gender, nationality, and age. Current literature on the service quality experienced by conference attendees is still scarce. Our results show that the analyzed segments experience varying levels of satisfaction, and that the more influential attributes to each of them are also different. Our results can be applied to improve the competitiveness of Loja and that of Universidad Técnica Particular de Loja.     

The first space hotel employees: Human resources challenges in a post-terrestrial paradigm

ABSTRACT

This article discusses some of the issues regarding the first employees to work in a space hotel. As space hotels initially will be vastly different to existing hotels on Earth, it is important to question what human resource challenges this will raise for hospitality workers and providers. To assist reflection on this issue, the notions of space tourism and space tourist are explored, and a definition of a space hotel is included to create product and service boundaries. Plausible futures methodology is used to create five main human resource considerations and concludes by suggesting this sector is largely unexplored.     

The contribution of vacations to quality of life

The contribution of vacations to people’s life satisfaction and Quality of Life (QOL) has recently attracted substantial attention among tourism researchers. Yet, most QOL scales do not include vacations: 7% explicitly measure vacations whereas 42% only include items relating to vacations within the broader Leisure domain. Leisure and vacations, however, differ substantially in nature with leisure referring to regular home-based activities and vacations being infrequent leisure activities away from home. As a consequence of the common amalgamation of vacations with leisure, there is limited knowledge about the specific contribution of vacations to people’s QOL. The present study (1) presents empirical evidence for the contribution of vacations to QOL, (2) determines the extent of this contribution, and (3) investigates variation in the extent to which vacations contribute to the QOL of different people. Results indicate that vacations contribute to the QOL of the majority of people, are as important a QOL domain as Leisure and People, and that QOL means different things to different people at different points in their life, representing an individual and dynamic concept.     

Requests for zoo visitors to undertake pro-wildlife behaviour: How many is too many?

Recognising the potential conservation impact, zoos regularly ask their visitors to undertake pro-wildlife behaviour. This paper presents the results of two studies undertaken to address the question: how often during a visit should visitors be asked? Study 1 sought to a) determine individuals' personal thresholds and b) the point where the number of different behaviours requested began affect visitors' experiences. Study 2 sought the same, but focused on requests for the same behaviour. Results suggest that few respondents' personal thresholds were crossed (2.5% in Study 1 and 9% in Study 2). In neither study did many respondents (2.5% in Study 1 and 2.8% in Study 2) feel that the number of requests negatively affect their overall zoo experience. While there are caveats, we conclude that there appears little cause for concern about asking zoo visitors on multiple occasions to act in support of wildlife. Indeed, such requests may improve experiences.     

“红与黑”:论精神旅游产品的开发向度

红色旅游作为我国精神旅游的主导产品,其主题大多为爱国主义和革命传统教育,存在着主题概念僵化、客源以公费旅游群体为主等问题;而黑色旅游主题则以爱与和平为主,呈现负面事件“正面宣传化”、多元化深度开发不足等问题.鉴于此,文章提出创新我国精神旅游主题的思路,即从阐释美、正义、人性、自由和理性等多维视角重构旅游产品,更好地发挥其对国民的伦理教化作用.     

The managed heart: The structural analysis of the stressor–strain relationship and customer orientation among emotional labor workers in Korean hotels

This study examined the structural relationships among three different dimensions of workplace stressors (customer-related stressor, CRS; work environment-related stressor, WERS; job-related stressor, JRS), negative affectivity (NA), emotional exhaustion (EE), and the negative effect of that strain on customer orientation (CO) in the context of the emotional labor (EL) of frontline employees in the hotel industry. Data were collected from self-administrated questionnaires distributed among frontline employees in room and F&B divisions in Korean deluxe tourist hotels, where EL is intense. The results of the structural equation analysis indicated a positive association between all three workplace stressors and NA and between NA and EE. There was also a relationship in the opposite direction with EE and CO, as hypothesized. The moderating effect of organizational level on the workplace stressors–NA relationships was also confirmed. In addition, in an alternative model, we found that NA partially mediates the relationship between JRS and EE; whereas, NA fully mediates the relationships between CRS/WERS and EE. Practical implications are discussed in detail and limitations of the study and future research directions are also suggested.     

Board structure and CEO compensation: Evidence from U.S. lodging industry

Using a sample of U.S. lodging firms, this paper examines the relationship between board of director characteristics and chief executive officer (CEO) compensation. Previous research shows that larger boards are detrimental to the effectiveness of the board of directors and deteriorate the control imposed on CEO actions and pay. Board independence is also suggested as an important quality to emphasize the control on the CEO. We propose that U.S. lodging firms’ board of directors provide a nice setting to investigate the effects of size and independence on CEO compensation level. Our findings suggest that CEO compensation is not related to board size, and positively related to proportion of the outside board members. These findings are contrary to the findings of previous studies. Our findings may provide significant insights to lodging firms’ board of directors to structure efficient compensation packages.     

中国旅游业发展的省区差异及变化

科学审视省区旅游业发展的差异,是实现中国旅游业科学发展的基本前提.文章通过选取国内旅游人数、入境旅游人数、国内旅游收入、旅游外汇收入、旅游总收入相当于GDP百分比、旅游业就业人数占社会总就业人数的百分比等表征旅游业发展水平的6大统计指标,运用多元统计分析方法,评估了中国2000年与2010年旅游化指数的省区差异,发现近10年来中国旅游业发展仍然呈现出显著的区域非均衡性,一些中西部后发优势的省区旅游化程度在明显上升.其中,区位与资源禀赋、经济发展水平、政府政策、基础设施、节庆事件等是导致各地旅游化程度差异及其变化的主导因素.     

Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

The goals of this study were (1) to identify the optimal facets of communication style for customer-oriented service employees and (2) to examine the ways in which the customer-oriented service employee (COSE) induces luxury restaurant patrons’ dedicational behaviors. Customer dedicational behaviors are defined as ‘a set of active and positive customer voluntary behaviors towards a business induced by high relationship quality’. Based on the existing body of communication literature, nine types of communication styles were derived. Theoretical relationships between the nine communication styles and the COSE also were developed via literature review, and causal relationships between the COSE and three different types of consumer dedicational behavior styles were subsequently suggested. By integrating the derived theoretical hypotheses, a conceptual model was proposed and then tested utilizing data collected from 527 luxury restaurant patrons. The results of data analysis revealed that five types of communication styles (attentive, friendly, impression leaving, open, and relaxed) bear a positive impact on COSE, while one communication style (contentious) bears a negative impact. It was also found that the customer-oriented service employee plays a critical role in inducing three types of dedicational behaviors in consumers: enhancement, cooperation, and advocacy. The key theoretical and managerial implications of these findings are discussed in the latter part of this article.