Hotel Properties Research Articles

Weathering the pandemic storm: Inter-organizational imitation and hotel survival

No previous studies have provided insights into inter-organizational spillover in hotel market exit behaviors amidst great uncertainty. This study investigates the impact of local pandemic severity on hotel survival rates and identifies inter-organizational imitation moderating this effect. We conduct survival analysis on a sample of 3841 hotel properties in the U.S. state of Texas. Results confirm the detrimental roles of pandemic severity on hotel survival rates. We observe a negative spillover stemming from inter-organizational imitation based on the market exits of same-class hotel peers. Results further unveil that hotels operated by third-party management companies and high-end hotels are less likely to exhibit inter-organizational imitation in their closure responses to the pandemic.

Hotel attributes, guest experiences, and satisfaction among DOT-Accredited Mabuhay accommodation establishments: A case in the Caraga Region

Hotel attributes, guest experiences, and satisfaction among DOT-Accredited Mabuhay accommodation establishments: A case in the Caraga Region

Attributes of pet-friendly hotels: What matters to consumers?

As more customers choose to travel with their pets, pet-friendly hotel needs have also increased. This research aims to shed light on the physical and service attributes of pet-friendly hotels by using a mixed-method approach. Study 1 analyzed online TripAdvisor reviews using a netnography approach to assess consumer perceptions and evaluations of pet-friendly hotels. The results listed critical attributes for pet-friendly hotels from customer perspectives, revealing specific consumer needs regarding the utilitarian and hedonic values these hotels offer. In Study 2, we conducted an experiment to examine the distinct effects of hedonic and utilitarian attributes on consumers. Our study revealed that when hotels provide high utilitarian attributes, consumers respond positively regardless of the status of hedonic attributes. However, when utilitarian attribute values are low, high hedonic attributes are needed to drive positive consumer attitudes. Such findings highlighted the relative importance of hedonic and utilitarian attributes for practitioners.

How market structure and market power shape hotel price discrimination – Evidence from big data

Limited research has addressed market structure and market power in the hospitality context. This study builds on the market structure literature by examining how market structure and power relate to and affect hotel properties’ price discrimination. We collected the published room rates of 583 hotels in Houston, Texas, in 2016 hotels.com . These dyadic price data captured booking windows with varied booking and check-in dates. Estimation results revealed two types of price discrimination, intertemporal and restriction-based, in the hotel industry. We confirmed that market structure and market power each played a role in such discrimination, with price discrimination being more intense in a more competitive market and among hotels with less market power. A sub-group analysis of hotels across different classes indicated heterogeneity in our results. Implications are provided for revenue managers and hotel investors to monitor market structure and power to design and manage proper pricing strategies.

Determining Consumer Preferences In Choosing Low Budget Accommodation Services In Medan City With Choice-Based Conjoint (CBC) Analysis

The hotel accommodation service industry in Medan City has witnessed significant growth following the pandemic, driven by increased business and tourism activities. With over 200 hotels in the city, there is a notable presence of middle-class hotels offering affordable prices. This study aims to determine consumer preferences in choosing low-budget accommodation services using Choice-Based Conjoint (CBC) analysis. The CBC method presents consumers with a series of menus featuring different hotel attributes, such as location, facilities, and price, to identify which attributes most influence their preferences. A sample of 40 respondents was analyzed to identify key factors influencing their hotel choices. The results revealed that consumers prioritize hotels located outside the central city area, with free internet service, basic room amenities, availability of a café or lounge, breakfast services, and non-smoking rooms. The study found that breakfast service is the most important attribute, followed by the availability of non-smoking rooms. These insights can help low budget hotel or managers in Medan City to modify their services to better meet consumer demands and improve market positioning.

Unveiling the dynamics of revisit intention and word-of-mouth: an attribution theory approach to Halal-friendly hotel attributes and service encounter evaluation

PurposeThis study examined the revisit intention of tourists in Muslim-friendly hotels in nexus with Halal-friendly hotel attributes (social environment, facilities, food and beverage, locals and staff, and services), corporate image, customer engagement, perceived value, and service encounter evaluation. It further examined the mediating role of corporate image, customer engagement and perceived value between Halal-friendly hotel attributes and service encounter evaluation.Design/methodology/approachUsing a structured survey instrument, 390 valid responses were gathered from international tourists who visited Malaysia. The collected data were analyzed using Partial Least Squares – Structural Equation Modeling (PLS-SEM) to test the assumed relationships.FindingsThe research shows that corporate image (CI), customer engagement (CE), and perceived value (PV) are directly influenced by Halal-friendly hotel attributes (HFHA) and exert influence on service encounter evaluation (SEE). Findings also suggest the mediating effect of CI, CE, and PV between HFHA and SEE. SEE further positively and significantly enhances the revisit intention and positive word-of-mouth.Practical implicationsThe findings of this study stipulate that hotel owners should ensure the presence of HFHA in their offers to retain their existing guests and ensure their positive communication towards potential visitors through developing a fascinating image, engagement, and lucrative value.Originality/valueGrounded on the attribution theory, this study contributes to the Halal tourism literature by exploring the role of Halal-friendly hotel attributes in enhancing the hotel’s image, customer engagement, and perceived value to enhance positive service encounter evaluation and revisiting intention for the hotel.

Impact of Integrating Photovoltaic-Shading Systems in Hotel Hospitality Design in Oniru Beach Lagos By IJISRT

Globally, energy efficiency has been a threat to building sustainability, therefore alternative energy sources tend to overtake the consumption of power usage in buildings. This study delves into comparing the effects of incorporating photovoltaic shading systems (PVSS) into luxury hospitality design. with a particular emphasis on sustainability, energy efficiency, and customer satisfaction. Through a thorough examination of case studies and literature surrounding PVSS integration, reviewing journals on this subject this article elucidates the advantages, challenges, and ramifications for luxury hotel properties. By conducting a comprehensive analysis, it underscores the pivotal role that PVSS play in shaping the future landscape of sustainable hospitality architecture. This essay delivers valuable insights into the current energy usage and the integration of PVSS in buildings. The findings of this investigation underscore the potential of PVSS to enhance environmental performance, operational efficiency, and guest satisfaction within luxury hotel properties and drive overall business performance. It is recommended to encourage collaboration between architects, developers, and energy professionals to optimize PVSS integration in luxury hospitality design, Educate stakeholders about the benefits of PVSS integration and provide incentives or subsidies to promote sustainable design practices in luxury resort development.

Applying the Jobs-to-be-done Framework to understand Hoteliers' Needs on Accommodation Platforms

When building products, it is important to understand the target audience. User-centric design is the process of building products or services based on the wants, needs and challenges of users. Online accommodation platforms such as online travel agencies (OTAs) and accommodation price comparison platforms have hoteliers as users. Through hoteliers, hotel properties and prices are displayed on their platforms. These online accommodation platforms are important business partners for hoteliers and bring advantages such as increased exposure, higher occupancy rates and lower marketing costs. Understanding the needs of hoteliers is important to online accommodation platforms to inform their Business-to-Consumer (B2C) and Business-to-Business (B2B) products. These insights can help create tailored user experiences and solutions that cater to the distinct needs of independent hotels. Increasingly, organisations are including UX research in their software design and development process. UX research is the systematic investigation of users and their requirements, to add context and insight into the process of designing the user experience. One framework to understand why people adopt products and services is the Jobs-to-be-done (JTBD) framework. It defines user needs and what they really seek to accomplish as a job in each circumstance. This study presents the application of the JTBD framework for understanding independent hoteliers needs on accommodation comparison platforms in the context of creating visibility and generating bookings. The framework and its benefits are described, along with a variety of different industry cases where the JTBD framework has successfully been applied. The focus of this study lays on the research methodology, process, challenges and impact of applying the JTBD framework in the B2B area in the online travel industry. A foundational research project was conducted from January to May 2023 where the research goal consisted of identifying a series of needs and pain points from hoteliers that represent business opportunities while also providing a benefit for travellers. Recruited hoteliers consisted of convenience and random sampling of customers and non-customers. To answer those questions, JTBD qualitative interviews with independent hoteliers were conducted to generate insights for creating a comprehensive JTBD Map. A JTBD Map is a visual depiction to clarify the job users are trying to get done in a specific context, including respective process steps, desired outcomes and pain points. The JTBD framework helped the product development team, across different job profiles, to have a shared understanding of hoteliers’ needs. The framework was applied on both B2C and B2B product development areas. The framework also helped to identify areas where deeper UX Research was needed. Stakeholders were able to assess the different jobs and conclude which ones to focus on. The results of this study are specifically of value for practitioners and academia in the travel industry and have implications for Product, UX and Research practitioners.

An Aspect-Based Review Analysis Using ChatGPT for the Exploration of Hotel Service Failures

In this study, we employed ChatGPT, an advanced large language model, to analyze hotel reviews, focusing on aspect-based feedback to understand service failures in the hospitality industry. The shift from traditional feedback analysis methods to natural language processing (NLP) was initially hindered by the complexity and ambiguity of hotel review texts. However, the emergence of ChatGPT marks a significant breakthrough, offering enhanced accuracy and context-aware analysis. This study presents a novel approach to analyzing aspect-based hotel complaint reviews using ChatGPT. Employing a dataset from TripAdvisor, we methodically identified ten hotel attributes, establishing aspect–summarization pairs for each. Customized prompts facilitated ChatGPT’s efficient review summarization, emphasizing explicit keyword extraction for detailed analysis. A qualitative evaluation of ChatGPT’s outputs demonstrates its effectiveness in succinctly capturing crucial information, particularly through the explicitation of key terms relevant to each attribute. This study further delves into topic distributions across various hotel market segments (budget, midrange, and luxury), using explicit keyword analysis for the topic modeling of each hotel attribute. This comprehensive approach using ChatGPT for aspect-based summarization demonstrates a significant advancement in the way hotel reviews can be analyzed, offering deeper insights into customer experiences and perceptions.

What drives the revisit intention of heritage hotel consumers? A systematic literature review

Purpose – This study explores the determinant factors affecting the revisit intention of heritage hotel consumers and understand the key attributes of a heritage hotel. Methodology/Design/Approach – This paper involves systematic literature review (SLR) using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol to answer the proposed research questions. Findings – The findings indicate a growing trend of this theme in the last five years. In addition, six core attributes of heritage hotels were identified, including location, historic charm, experience, authenticity, ambience, and culture. This review paper also identified several variables, e.g., perceived authenticity, perceived experience, perceived value, brand image, and service quality, as the primary factors influencing the revisit intention of heritage hotel customers. Originality of the research – The results of this study can contribute to the literature of hospitality and tourism literature by determining the key attributes of heritage hotels and the determinant factors affecting revisit intention of heritage hotels. This study also provides valuable insights for hotel managers and marketers to enhance consumer satisfaction and increase revisit rates, which in turn will drive business success in this niche market

GENDER DIFFERENCES IN BUSINESS TRAVEL: IMPLICATIONS FOR HOTEL AND DESTINATION MANAGEMENT

Purpose – The aim of this study is to investigate the influence of gender differences on the evaluation of hotels and destination attributes with regard to business travel. Methodology/Design/Approach – This research employs a cross-sectional questionnaire survey and a sample of 318 business travellers. The analysis methods used are descriptive, such as a t-test, frequency distribution, cross tabulation and a chi-square analysis. Findings – The findings reveal significant differences when evaluating the attributes of hotels and destinations. Certain hotel attributes are rated at a significantly higher level by women than by men. Female respondents attained higher mean scores for all the destination attributes. Previous studies have attained very little knowledge in terms of understanding how gender works as regards differentiating business travellers’ behaviour. Originality of the research – The results support the hypothesis that gender influences the evaluation of hotel services and destinations. These findings may have significant implications for service innovation and positioning strategies in the business travel industry.

Clustering family-friendly hotels’ guests to develop tourism marketing strategies

An increasing number of guests in hotels evaluate the quality by reading online reviews. A deeper analysis of the attitude and behavior of the visitors is conducted to understand the experiences of guests, considering the diverse backgrounds and needs. This study aims to analyze the selection process of family-friendly hotels by guests, using available TripAdvisor online reviews, as well as for hotel management to better understand the comments left by guests and create more organized plans and policies. A model is devised that integrates clustering and Multi-Criteria Decision-Making-VIKOR (MCDM-VIKOR) method to prioritize the attributes of hotels based on the significance within each cluster of guests. Data is collected from online reviews of guests in family-friendly hotels in Indonesia. The features used for ranking preferences are the numerical ratings assigned to four attributes on the platform. These four features included ?location?, ?cleanliness?, ?service?, and ?value?. The results showed that ?cleanliness? evolved as the most critical factor in the majority of segments for selecting family-friendly hotels. To further comprehend the behavioral trends of guests and assist in decision-making, this study proposed a model capable of analyzing online reviews and ratings provided by customers.

Hotel attributes, safety and security, and customer satisfaction of hotels in Cagayan Valley: Basis for the strategic plan

Hotel attributes, safety and security, and customer satisfaction of hotels in Cagayan Valley: Basis for the strategic plan

Veganism, a new hotel paradigm: Exploring the attributes of vegan-friendly hotels and guest approach behaviors

Despite the growing interest in vegan culture and trends in veganism, research on veganism is still lacking, particularly research on vegan hotels. Therefore, this study proposes a new research category, vegan hotels, explored their attributes, and investigated how they positively affected perceived advantage, enjoyment, and the behavioral intentions of hotel guests. The study adopted concepts relevant to vegan restaurants, benefits sought from using vegan products, and the relationship between veganism and well-being. This qualitative empirical study used 440 respondents. The results of the factor analyses ascertained the six-dimensional structure of the attributes of vegan hotels. Further results of the study showed that vegan hotels have a positive effect on perceived advantage, enjoyment, and the behavioral intentions of hotel guests. The study’s results have significant theoretical implications by extending the extant literature on veganism and traditional hotel concepts to the convergence between veganism and vegan hotels.

The Intuitive and Counterintuitive Effects of Supportive and Abusive Supervision on Hotel Employees

When studied independently subordinate perceived supervisor support and abusive supervision have unequivocally contrary effects on subordinate outcomes that are critical to the performance of hospitality organizations. Although both supportive and abusive supervisor behaviors occur in the subordinate–direct supervisor exchange relationship, the simultaneous effects of these two constructs have yet to be illuminated. Drawing on the within-domain exacerbation hypothesis and the whiplash effect, we propose a conceptual framework that captures both the independent and interactive effects of subordinate perceived supervisor support and abusive supervision on hotel employees. Using a sample composed of 194 direct subordinate-supervisor pairings from 119 hotel property departments and 18 Chinese hotel properties, we illuminate the contrary, relative, and interactive effects of perceived supervisor support and abusive supervision on subordinate hotel employees’ job stress as well as their (supervisor-rated) individual-oriented organizational citizenship behavior. Implications and limitations of the current study and avenues for future research are discussed.

Influence of vegan attributes on hotel consumption value, perceived advantages, and word-of-mouth and revisit intentions

ABSTRACT This study explores the properties of vegan hotels using a qualitative approach and identifies the impacts of the characteristics of vegan hotels on consumption value, perceived advantage, word-of-mouth, and revisit intention using a quantitative approach. Six domains of vegan hotel attributes are identified. The clear role of vegan hotel attribute domains for increasing values, perceived advantages, and intentions are uncovered. Perceived cost is found to be a moderator. This study suggests a new concept, a vegan hotel, and is significant as it expands vegan research. The findings have a theoretical implication in that a new concept has been suggested.

Envisaging creative tourism through boutique hotels: an integrated framework of transformative experience

ABSTRACT Experience co-creation as a distinguishing aspect of creative tourism has garnered significant scholarly attention. However, there remains a dearth of studies that investigates the phenomenon of value co-creation in innovative spaces such as boutique hotels. The present study examines boutique hotels in the creative city of Jaipur in India as potential vehicles of creativity. The study aims to identify boutique hotel attributes that facilitate value co-creation and their association with transformative tourism experiences. By utilising value co-creation theory and transformative learning theory, this study has proposed a research framework which has been empirically validated by performing structural equation modelling on data collected from 508 tourists. The results indicate that the three boutique hotel attributes, namely interactive authenticity, emotional authenticity, and novel atmosphere, are significant predictors of perceived value co-creation and transformative experiences. Further, we find that ethnocentrism, as a pre-trip emotion, exerts a positive moderating effect on the association between emotional authenticity and value co-creation. This study highlights the key attributes of boutique hotels envisaging creative tourism which can be strategically incorporated by hotel managers and destination planners. The findings offer insightful implications for industry practice and policy towards developing business opportunities and entrepreneurial ventures for creative tourism.

Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector

Hotels and their online agencies have an interplay effect on the online-to-offline (O2O) platform. Since the new platform cannot do business with one service provider alone, understanding the changes in attributes that determine service satisfaction during subsequent consumption events is crucial. Despite such interrelationships between online agency services and offline hotel services, there remains a dearth of empirical research on this issue. Grounded in the consumption system approach, the present paper attempted to empirically examine the temporal, carryover, and interplay relationships among service attributes, customer satisfaction, and loyalty intentions in the hotel O2O commerce context. We developed a conceptual model for the establishment of consumption systems that consist of two different service providers and tested it using two time-lag interval data. The results showed that the relationship between attribute-level ratings and satisfaction is dynamic for both tourism websites and hotels. In particular, we found that changes in online tourism website attributes are more dynamic than changes in hotel attributes. Furthermore, while the tourism website satisfaction–hotel loyalty intentions linkage strengthens during consumption episodes, the hotel satisfaction–tourism website loyalty intentions linkage weakens, demonstrating the difference in temporal effects on O2O businesses. Meanwhile, although the relationship between satisfaction and loyalty intentions are strengthened in the online tourism sector, the same relationship if weakened in the hotel sector. Finally, we found no carryover effects in the Chinese hospitality sectors.

Customer acceptance of humanoid service robots in hotels: moderating effects of service voluntariness and culture

Purpose This study aims to propose a research model integrating technology acceptance model 3 (TAM3) constructs and human aspects of humanoid service robots (HSRs), measured by the Godspeed questionnaire series and tested across two hotel properties in Japan and the USA. Design/methodology/approach Potential participants were approached randomly by email invitation. A final sample size of 395 across two hotels, one in Japan and the other in the USA, was obtained, and the data were analysed using structural equation modelling. Findings The results confirm that perceived usefulness, driven by subjective norms and output quality, and perceived ease of use, driven by perceived enjoyment and absence of anxiety, are the immediate direct determinants of users’ re-patronage intentions for HSRs. Results also showed that users prefer anthropomorphism, perceived intelligence and the safety of an HSR for reusing it. Practical implications The findings have practical implications for the hospitality industry, suggesting multiple attributes of an HSRs that managers need to consider before deploying them in their properties. Originality/value The current study proposes an integrated model determining factors that affect the re-patronage of HSRs in hotels.

The Importance of Green Certification Labels/Badges in Online Hotel Booking Choice: A Conjoint Investigation of Consumers’ Preferences Pre- and Post-COVID-19

In light of travelers’ growing preference for sustainable hotel accommodation, this study investigated the relative importance of green certification labels/badges in online hotel selection/booking choice. A conjoint analysis was performed on seven online hotel attributes (including green certification labels/badges) in two specific scenarios (imagining they were booking in a pre- and post-COVID-19 setting) using 270 U.S. subjects surveyed in April 2020. The results revealed that green certification labels/badges do impact travelers’ online hotel booking choice, but not as much as cancellation policies, hotel rating, price, and location. Price in particular exerted a greater influence on travelers’ booking preferences in the post-COVID-19 scenario. Yet, a significant percentage of travelers (around 40% in both scenarios) were willing to pay more for a hotel with green certification. These results contribute to our theoretical and practical understanding of the factors that influence online hotel booking, as well as the power of green certification labels/badges in driving online hotel bookings in the pre-and post-COVID-19 contexts.