Hospitality Firms Research Articles

Adoption of Big Data Analytics and Artificial Intelligence Among Hospitality and Tourism Companies: Perceive Performance Perspective

ABSTRACT The objective of the study was to develop a model of Big Data Analytics and Artificial Intelligence (BDA-AI) technology acceptance in the hospitality and tourism industry in Malaysia. The model developed in this study is Comprehensive Theory of Use and Adoption of Technology (CTUAT). This is an empirical and quantitative study based on a unified model developed through a massive literature review. The study adopted a cross-sectional online survey among 343 owners/managers of tourism and hospitality firms. Applying structural equation modeling and using AMOS software, data was purified and analyzed. The study identified that strategic orientation, performance effectiveness; top management support, organizational resources, employee readiness, and technology expectancy are the predictors of the behavioral intention of BDA-AI technology acceptance except for innovation on behavioral intention.

COVID-19’s Impacts on the Tourism and Hospitality Industry: Recommendations for Future Research

ABSTRACT This study aims to provide a comprehensive knowledge map of COVID-19’s impacts on the tourism and hospitality sectors and synthesize recommendations for future research. Utilizing the Web of Science database and the PRISMA approach, 752 SSCI index articles published in 47 leading tourism and hospitality journals were extracted and analyzed through an integrative review consisting of bibliometric, and systematic analyses. The bibliometric technique revealed that there were 28 prolific contributing countries. Next, the systematic approach uncovered that researchers engaged the most with the theory of planned behavior. These theoretical frameworks may offer a way to investigate the new paradigm wherein tourism and hospitality firms can provide better services to their customers during and after the COVID-19 pandemic.

Conceptualising experiential marketing strategies in tourism and hospitality

This paper explores the incorporation of experiential marketing strategies into the business models of tourism and hospitality firms, arguing that such an approach can enhance consumer experience and differentiate firms in a competitive market. Building on previous research that investigates experiential marketing in broader contexts, this study reviews existing research and practices to identify key issues and proposes a typology of experiential strategies specifically tailored to tourism and hospitality. While focusing solely on these sectors, the paper acknowledges the potential for future research to extend these findings to other industries. Practical implications include offering industry guidelines to evaluate the impact of experiential marketing strategies. The originality and value of this paper lie in its contribution to tourism and hospitality literature by conceptualising experiential strategies as a differentiation tool, thus providing new directions for both academic inquiry and industry practice.

Green empowering leadership and organisational citizenship behaviour toward the environment of employees in hospitality firms in South Africa

This study aims to investigate the impact of green empowering leadership (GEL) on organisational citizenship behaviour toward the environment (OCBE) of employees in hospitality firms. Green empowering leadership is a newly conceptualized leadership style that combines traditional empowering leadership with a focus on environmental sustainability. Therefore, the purpose of this study is to examine how GEL can improve OCBE in hospitality firms. To test hypotheses and accomplish study goals, the social exchange theory (SET) theory was combined with a quantitative research strategy. Data was collected from hotel employees in a cross-sectional survey and the study adopted the convenience and purposive sampling method, and the survey participants were middle level managers of hotels. The study used the Partial Least Square-Structural Equation Modelling (PLS-SEM) for data analysis. The findings indicate a positive effect of green empowering leadership and OCBE. The findings of the study have important implications for policy and practice in the hospitality industry. There is the need for hotel to adopt green practices and incorporate ecological concerns in their strategy and operation.

Entrepreneurial orientation, board tenure and the financial performance of hospitality firms

This study examines how internal governance influences the relationship between strategic posture and firm performance in large, publicly listed U.S. hospitality firms. Drawing on Agency Theory, we argue that the board of directors plays a crucial role in determining whether firms can capitalize on the top management team’s entrepreneurial orientation (EO). We investigate board tenure as a key characteristic representing the balance between accumulated expertise and potential entrenchment. Using two-way fixed effects regressions on longitudinal data, we find a significant positive association between EO and firm performance. However, board tenure moderates this relationship, with a dampening effect that increasingly restricts returns to EO as tenure lengthens. Our results suggest that governance risks become more salient with extended board tenure. These findings offer important insights for optimizing board configurations in the dynamic hospitality industry.

Evaluating the Impact of Geopolitical Risk on the Financial Distress of Indian Hospitality Firms

The study investigates the effect of geopolitical risk (GPR) on the financial distress of tourism & hospitality firms in India. Using two-step GMM, this study evaluates the impact of GPR, GPR Threat, GPR Action and GPR India on financial distress using Altman score for emerging markets as proxy for financial distress. Further, robustness is checked using Żmijewski score and financial distress ratio as proxies for financial distress. The study is extended by examining the impact of GPR specifically on firm life cycle (age) and firm size and on private and public firms. Our empirical investigation demonstrates that all measures of geopolitical risk increase the chances of financial distress of hospitality firms and our findings are robust to alternative measures of financial distress. By considering GPR as an alternate measure of uncertainty in the hospitality industry, this study contributes to the emerging literature on the factors influencing financial distress of hospitality firms. The study also identifies three accounting measures for proxies of financial distress. Policymakers, regulators and management can pre-empt the impact of uncertain external factors by formulating suitable plans and measures as also for post recovery measures to safeguard firms against bankruptcy. Firms can plan their financing decisions and cash management proactively to reduce financial risk.

Antecedents of Social Performance in Tourism and Hospitality Firms: The Role of Employee Resilience, Transactive Memory Systems, and Dynamic Capabilities

Tourism and hospitality firms generally recover from crises but the resources and capabilities they leverage to maintain social performance remain elusive. Embedded in the resource-based view of the firm, we argue that psychological resources, such as employee resilience, and knowledge embedded in teams, through a transactive memory system, as well as dynamic capabilities can sustain social performance during crises. We test this proposition on a sample of 350 UK tourism and hospitality firms that survived the COVID-19 pandemic. Results from partial-least square structural equation modeling and fuzzy set qualitative comparative analysis identify different combinations of employee resilience, transactive memory systems, and dynamic capabilities that can boost social performance. Theoretically, micro and meso-level organizational resources and capabilities are intertwined in shaping social performance during crises. Managerially, recommendations on how to improve employee resilience in a way that boosts team knowledge, dynamic capabilities and ultimately social performance are offered.

Zero waste solutions in hospitality: technology alignment and agile management practices for responsible consumption and production of food

Technology alignment in managing end-of-life products to overcome sustainability issues has drawn increasing attention in the food and hospitality industry. Recent literature on sustainable and agile practices in the food and hospitality industry recognizes the importance of reusing food waste materials at their end of life. The current study examines the mediating role that end-of-life food waste management plays in the relationship between agile practices and sustainable consumption and production from the viewpoint of food hospitality companies. The research employs a sequential mixed method design involving quantitative and qualitative analysis. The suggested model was empirically tested using information gathered from 298 respondents recruited through Prolific. After that, post hoc qualitative exploration was carried out by analyzing 24 interviews of the respondents identified out of the 298 respondents of the quantitative study. We discover that agile management practices are antecedents for responsible consumption and production. The findings highlight that food and hospitality firms must consider agile management practices to achieve more sustainable and socially responsible food waste management practices. Further, we find that information technology alignment is not a necessary condition to enhance or weaken the indirect effect of sustainable end-of-life (food waste) management between agile practices and sustainable consumption and production practices within the food and hospitality industry. This work advances theoretical and practical knowledge of conservation and natural resource management in the food and hospitality industry.

Determinants of energy conservation behaviour in small hospitality firms: application of the extended value belief norm theory

The study aims to investigate the energy conservation behaviour of owners and managers of small hospitality firms by incorporating social norms into an extended Value-Belief-Norm (VBN) model. In addition, the study examines the mediating effects of causal chain of the VBN model in the context of energy conservation behaviour. The world faces serious environmental challenges such as loss of biodiversity, pollution, depletion of natural resources and global warming. One of the causes of these environmental challenges is the production and consumption of energy by households and firms. The hospitality sector uses a significant amount of energy in its operation leading to negative environmental impacts. Reducing energy use will improve environmental and financial sustainability of hospitality firms. Energy conservation behaviour is one of the significant ways to reduce energy consumption. The study adopts the survey method for data collection and the respondents are conveniently sampled. The Partial Least Square Structural Equation Modelling is used for data analysis. Based on a dataset of 360 respondents, the study finds that the extended VBM model that includes social norms is applicable in explaining the energy conservation behaviour of owners/managers of small hospitality firms. The mediating effects of the causal chain of the VBN model are significant. The theoretical implication is the applicability of an extended VBN model that includes social norms to predict energy conservation behaviour. Recommendations on how to improve energy conservation behaviour include improving the level of awareness of ecological problems caused by energy consumption. The study aims to investigate the energy conservation behaviour of owners and managers of small hospitality firms by incorporating social norms into an extended Value-Belief-Norm (VBN) model. In addition, the study examines the mediating effects of causal chain of the VBN model in the context of energy conservation behaviour. The world faces serious environmental challenges such as loss of biodiversity, pollution, depletion of natural resources and global warming. One of the causes of these environmental challenges is the production and consumption of energy by households and firms. The hospitality sector uses a significant amount of energy in its operation leading to negative environmental impacts. Reducing energy use will improve environmental and financial sustainability of hospitality firms. Energy conservation behaviour is one of the significant ways to reduce energy consumption. The study adopts the survey method for data collection and the respondents are conveniently sampled. The Partial Least Square Structural Equation Modelling is used for data analysis. Based on a dataset of 360 respondents, the study finds that the extended VBM model that includes social norms is applicable in explaining the energy conservation behaviour of owners/managers of small hospitality firms. The mediating effects of the causal chain of the VBN model are significant. The theoretical implication is the applicability of an extended VBN model that includes social norms to predict energy conservation behaviour. Recommendations on how to improve energy conservation behaviour include improving the level of awareness of ecological problems caused by energy consumption.

Effect of popular culture on tourism firms' market value:A destination brand equity perspective

Popular culture provides numerous benefits to destinations, enhancing their image, reputation, and sales. While previous research on its impact on tourism has predominantly focused on individuals’ perception and behavior toward a destination, little attention has focused on its potential spillover effect on the tourism and hospitality firms. This spillover can create destination brand-related intangible assets that positively influence firm value. Based on the customer-based brand equity theoretical framework, this study reveals that popular culture significantly affects the firm value of the tourism and hospitality industries, with notable effects observed two days after the event. Individual companies operating under the umbrella brand of a destination gain advantages from the improved brand knowledge associated with that overarching brand. The findings also highlight that the unique characteristics and nuances of popular cultural content, such as its genre, popularity scope, and celebrity effect, play a crucial role in shaping the magnitude of its impact.

Using innovation and entrepreneurship for creating edge in service firms: A review research of tourism and hospitality industry

This paper aims to inform policy and research in the domain of tourism and hospitality on the role of innovation and entrepreneurship. The paper applies the review research methodology to collate, comprehend, and synthesise 139 papers selected through a standard procedure. Our findings show that innovation drives growth and value in new tourism and hospitality firms. The study examines external factors, particularly government policies, influencing industry stakeholders’ entrepreneurial orientation and the macroeconomic environment affecting entrepreneurial activities. It also highlights the importance of social entrepreneurship in industry innovation and sustainability. This article emphasises the importance of innovation and entrepreneurship in tourism and hospitality growth, value creation, and social and environmental issues.

Measuring Hotel Financial and Non-Financial Performance in Thailand: The Application of Technology-Organization-Environment (TOE) Framework

Guided by the Technology-Organization-Environment (TOE) framework, the current study aims to test the impacts of organizational factors, technological factors, and environmental factors on the financial and non-financial performance (or goals) of hospitality firms. Unlike several empirical studies in the past, this study attempted to compare the effects of these factors on financial and non-financial performances. The authors proposed the contributions with clearer and more specific recommendations and a greater understanding of how managers can improve and adjust their strategic plan and implementation to achieve long-term firm performance. The data analysis was structural equation modeling. Prior to the data analysis, reliability and validity tests were conducted to certify the quality of the data. After screening the data carefully, based on 350 hospitality firms in Thailand, including 3–5-star hotels in Thailand representing all parts of the country, the results indicated that organizational factors and technological factors had significant effects on both financial and non-financial performance. The environmental factor demonstrated no significant effect on financial and non-financial performance. Moreover, for the theoretical contribution, this study provided empirical research by applying the TOE framework in the context of the hospitality industry, presenting that organizational factors and technological factors had significant impacts on the firm performance. Discussion with the past literature provided deeper insights into the findings. Research conclusions and practical recommendations were also provided.

Entrepreneurial Leadership and Green Innovative Work Behavior: The Role of Green Soft and Hard Talent Management with a Dual Theoretical Lens

The implementation of green initiatives by hospitality employees can significantly enhance the environmental sustainability of hospitality firms. However, there is a lack of research exploring the mechanisms influencing hospitality employees’ green innovative work behavior (GIWB). Through the mediation paths of green soft talent management (GSTM) and green hard talent management (GHTM), this study seeks to investigate how entrepreneurial leadership promotes GIWB. The data from 366 employees and managers in Pakistan’s hospitality industry were collected through a survey method using partial least squares structural equation modeling (PLS-SEM). The findings reveal that the effects of entrepreneurial leadership on GIWB, the direct effects of GSTM and GHTM, and the interaction effects between entrepreneurial leadership and GIWB are substantial. Based on the upper echelons theory and the resource-based view concept, this study extends research on the leadership–GIWB macro nexus and increases our understanding of the mechanisms behind employee GIWB, particularly in the hospitality setting.

The Impact of Organizational Resources on Organizational Agility in Hospitality Industry: A Dynamic Capabilities Approach

ABSTRACTThe present study investigates the relationship between organizational resources (financial, social, and technological capital) and dynamic capabilities development in crises periods. Through quantitative research, a theoretical framework that is based on resource‐based view and dynamic capabilities view is validated for the first time in the hospitality industry. In practice, it is explored whether the hospitality firms—based on their own resources—can develop the dynamic capability of organizational agility that enables them to cope with turbulent and unstable environments. The empirical research was conducted with the sample of 502 hospitality firms in Greece during the COVID‐19 era. The findings confirm that financial and technological capital have a positive influence on the development of agility‐related dynamic capabilities, and specifically market capitalizing agility and operational adjustment agility, for the hospitality industry during turbulent periods. Instead, social capital has a negative and no effect respectively on these two dynamic capabilities.

A Multivariate Effect of Employee Relations on Organizational Performance

The purpose of the study was to examine the effect of employee relations on organizational performance. A study of hospitality firms in Calabar, Cross River State. The specific objectives were to examine the effect of Hiring and selection, training and development, salaries and benefit on organizational performance. Primary data was employed in the study using questionnaire instrument. Simple regression statistical tool was adopted in the study. Based on the analysis of the results, the findings revealed that hiring and selection had a significant effect on performance, training and development had a significant effect on performance, salaries and benefits had a significant effect on performance of hospitality firms in Calabar. The study concluded that good employee relations result in highly committed, motivated and loyal employees in the organizations. In line with the findings, the study recommended that hospitality firms should focus more on implementing fair labor practices and building effective and sustainable employee relations that will ensure their growth and survival. Finally, management should devise other measures in which the employees could be effective in order to achieve effective performance.

The free riding in hospitality corporate giving: Theoretical explanation and implications

Previous research has demonstrated the positive influence of corporate giving (CG) on hospitality firm performance through the lens of value enhancement theory. Interestingly, empirical evidence indicates that this influence extends to all sampled hospitality firms, irrespective of their direct engagement in charitable giving. This phenomenon, termed the 'free rider problem' or 'free riding' in hospitality CG, highlights a scenario where firms refraining from CG benefit from the contributions of others. This study aims to provide a theoretical framework to elucidate the existence of this intriguing phenomenon and its critical implications for the hospitality industry. By addressing the free rider problem in hospitality CG, this research makes a significant contribution to the theoretical development in the hospitality CG literature and offers valuable insights for both scholars and practitioners in understanding and managing CG practices in the hospitality sector.

From disruption to recovery: a multi-country analysis of tourism and hospitality firms’ performance post-COVID-19

ABSTRACT This study employs a discontinuous growth model, a method that captures shifts in trends over time, to explore how the performance of tourism and hospitality firms has evolved from the pre-COVID to the post-COVID period. It uncovers two key insights. Firstly, a substantial decrease in tourism and hospitality firms’ financial and market performance was evident in 2020. For instance, their return on assets in 2020 was 348% lower than in 2019. Secondly, while there was no improvement in their financial performance in 2021, a noteworthy improvement in market performance was observed. In 2022, both financial and market performance exhibited significant recovery. Remarkably, the degree of recovery in market performance in 2021 and financial performance in 2022 mirrored their respective declines in 2020, indicating a restoration of tourism and hospitality firms’ performance to the pre-crisis level. However, this restoration was not observable among firms with low liquidity, little retained earnings, and high financial constraints, suggesting that such firms may take actions (such as cost-cutting) that can lead to a decline in their quality of services and customer experiences. Therefore, this study underscores the importance of government support to some tourism and hospitality firms even in the aftermath of the COVID-19 crisis.

Technology start-ups in tourism and hospitality: A networked social capital theory perspective from early-stage start-up founders

Technology start-up entrepreneurship serves as the backbone of innovations within the tourism and hospitality industry. However, there is a lack of comprehensive research investigating the perspectives of founders who are the original innovators. Via social capital theory, this study aims to explore the entrepreneurial processes of founders during the critical early stages, determining the survival of technology start-ups. The research adopts a qualitative in-depth interviewing approach with seventeen early-stage tourism and hospitality start-up founders in Hong Kong and Thailand. By employing abductive thematic analysis, the study develops a novel conceptualization of the networked social capital, comprising four interconnected themes: team building, fundraising and resource acquisition, collaboration and partnerships, and credibility building. Also, the study highlights the evolving social dynamics among start-up ecosystem actors influenced by cutting-edge technologies. This study contributes to the tourism and hospitality literature and offers practical implications for start-up entrepreneurs, public policymakers, and tourism and hospitality firms.

Customer misbehavior: The impact of a symbolic recovery strategy and cultural tightness-looseness on observing customers

Customer misbehavior is a major problem in shared service environments. Empirical evidence suggests that customer misbehavior negatively affects the patronage intentions, emotions, and overall service experience of observing customers. Yet, there is limited knowledge on how service providers can restore the satisfaction of customers who witness other customers' disruptive behaviors. To fill this gap, this study examines the impact of symbolic recovery strategies (appreciation vs. apology) and cultural tightness-looseness on observing customers' recovery satisfaction. Through three experimental studies, we find that among bystanders with a tight (vs. loose) orientation, an apology (vs. appreciation) leads to greater recovery satisfaction. A moderated mediation analysis further reveals that perceived norm violation mediates the impact of recovery strategy on bystanders’ recovery satisfaction, particularly among participants with a loose orientation. Theoretically, our study contributes to the literature on service recovery and cultural tightness and looseness. Importantly, our research suggests that hospitality firms operating within cultures characterized by a low tolerance for norm violation should offer an apology, while those in loose contexts may show appreciation to customers observing others' misbehavior. Additional theoretical and managerial implications are discussed.

How do guests evaluate eco-certified hotels? An analysis of guests’ reviews of Portuguese hotels

User-generated content and online reviews have become a prominent source of information for tourists in the last couple of decades. At the same time, hospitality firms show an increasing concern with environmental practices, in line with customers’ changes of attitude and awareness of their environmental footprint. This paper analyses the content of reviews posted on TripAdvisor by guests staying in a large sample of environmentally certified hotels. The objective is to find out if sustainability concerns are present in guests’ reviews and identify the most important sustainability attributes. Using the Maxqda and Leximancer software, 1748 reviews from 95 Portuguese hotels were analysed; the content analysis evidences that guests’ predominant themes regarding their experiences are mostly common and independent of the category, average review, or type of travel. Eco-issues are primarily absent from the reviews. Although all analysed hotels are ‘eco-certified’, that label does not seem to be associated with guests’ attitudes and concerns. The results have relevant implications for hospitality managers.