Hospitality Firms Research Articles

Navigating hospitality innovation (1995–2023): a bibliometric review and forward outlook

Purpose This study aims to identify key contributors, research themes, research gaps, and future directions in hospitality innovation by conducting bibliometric and content analyses of peer-reviewed articles in this field. Design/methodology/approach A bibliometric analysis was conducted using VOSviewer software on 2,698 peer-reviewed English-language articles retrieved from the Web of Science database, published between 1995 and 2023. Key contributors were identified based on publication volume, citation, and co-citation analysis. Co-occurrence analysis of index keywords and content analysis of influential articles were used to identify research themes. Findings The study identified four distinct research themes in hospitality innovation: (1) digital technology adoption primarily among customers, (2) innovation management within hospitality firms, focusing on knowledge management and eco-innovation, (3) service innovation primarily among employees, and (4) business model innovation involving multiple stakeholders. Additionally, the study determined key contributors, highlighted research gaps, and provided suggestions for future research directions. Originality/value This study contributes to the existing literature by providing a systematic and in-depth review of hospitality innovation research. It identifies key contributors, research themes, and potential gaps for future research, offering valuable insights for both industry practitioners and scholars.

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.

Enhancing Organizational Effectiveness Through Employee Work Attitude: Dissection of Nigeria’s Hospitality Industry

This study aims to examine the predictability of employee work attitude on the effectiveness of hospitality firms operating in Nigeria's work setting. Middleline managers, supervisors, and low-level employees constitute the sample frame. To avoid bias in selection, simple random was used. Copies of the primary instrument were used to collect data. Frequency distribution was used to analyze respondents’ data while the research propositions were analyzed with linear regression with the aid of IBM SPSS statistical software version 25. The finding of the study showed that employee work attitude has a positive significant effect on organizational effectiveness. The study concluded that employee work attitude measured in terms of job satisfaction and job involvement enhances and improves the organizational effectiveness of hospitality firms in Nigeria through prompt service delivery and customer satisfaction. The implication of the study is that; supervisors, operations managers, and HR managers should pay positive attention to the attitude of their employees to discourage employee turnover that could lead to customer withdrawal

Capable of Anything: Ethiopian Women and Tourism

ABSTRACT Scholarly contributions argue that concerns about gender need to take into account geographical factors and be viewed in context rather than within a generalised framework. The current study is underpinned by poststructuralist feminist theory to investigate the various gender-viewpoints and how individuals construct their identities in Ethiopia's tourism and hospitality firms. Three major aggregate themes, including gender in employment practices, gender in leadership activities, and gender in entrepreneurial performance, were identified to achieve the set objectives. As a result, the study highlights that the gender aspect in employment, leadership, and entrepreneurship practices appeared gendered, multifaceted, and constantly negotiated. Furthermore, it reveals the importance of realising the various gender viewpoints (identities) and reducing conventional gendered (masculinised) ideologies in employment, leadership, and entrepreneurship. Research implications, limitations, and future agenda are also conversed.

The moderating role of national economic development on the relationship between ESG and firm performance in the global hospitality industry

This study examines the effect of national economic development (NED) on the relationship between Environmental, Social, and Governance (ESG) and firm performance. While ESG principles are embraced collectively by firms and nations, the influence and benefits of implementing ESG practices may vary across countries and firms operating within them. Drawing on the market-orientated perspective and Maslow’s hierarchy of needs model, we attempt to fill the gap within the global hospitality context by examining NED as a country-level boundary condition. With a sample of 1383 observations of global hospitality firms from 2002 to 2022, the findings suggest that the more economically developed a country is, the more firms can generate firm performance by engaging in sustainability performances. Moreover, it suggests the varying effects of individual ESG factors on firm performance regarding their short- and long-term effects. The study findings have important implications, providing valuable insights for researchers, policymakers, and practitioners.

How to create team design in tourism and hospitality organizations: Through team‐level autonomy and task interdependence

AbstractTeam‐based organizational structures have been widely adopted in tourism and hospitality firms. Based on socio‐technical systems theory, this study focused on two critical components of team design: team‐level autonomy and task interdependence. The impacts of these elements on team outcomes vary by context (e.g., organizations and task types). Exploration of these features' relationships with teamwork processes in tourism and hospitality settings is thus warranted. This study took a social process (i.e., team communication) as a mediating mechanism to explain team‐level organizational phenomena. A total of 312 responses from tourism and hospitality employees were collected through Qualtrics. Structural equation modeling using the R Lavaan package showed that team‐level autonomy and task interdependence were positively and indirectly related to team performance through team communication. Also, their interaction was positively associated with team outcomes. These findings contribute to the team effectiveness literature and provide tourism and hospitality organizations with practical guidance.

Market Orientation and Firm Performance: Evidence from the Hospitality Industry in the Philippines

Purpose: The aim of the study was to investigate the market orientation and firm performance: evidence from the hospitality industry in the Philippines. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study on market orientation and firm performance in the Philippine hospitality industry confirms a positive correlation between market orientation and business performance. It highlights that hotels prioritizing customer needs, competitor analysis, and internal coordination tend to achieve superior financial results, customer satisfaction, and market share. This underscores the significance of market orientation in driving competitiveness and sustainable growth within the Philippines' dynamic hospitality sector. Unique Contribution to Theory, Practice and Policy: Market orientation theory, resource-based view (RBV) theory & service quality theory may be used to anchor future studies on the market orientation and firm performance: evidence from the hospitality industry in the Philippines. Encourage hospitality firms in the Philippines to prioritize customer-centric strategies by fostering a culture of customer orientation throughout the organization. Advocate for policies that support the development of a conducive business environment for the hospitality industry in the Philippines, including infrastructure investment, regulatory reform, and talent development initiatives.

Kegiatan Komunikasi Pemasaran Dalam Meningkatkan Brand Awareness di Kota Semarang

MG Setos Hotel Semarang is facing a variety of obstacles to survive in the midst of the new normal conditions induced by the COVID-19 epidemic. Travel constraints, health concerns, and social isolation have all contributed to a considerable drop in overnight visitors. This has the potential to damage the hotel's revenue and financial stability. Hotels must maintain a high level of service and visitor experience despite current constraints. A hotel's reputation can benefit from providing good service throughout the new normal. As a result, it is critical for the management of MG Setos Hotel Semarang to plan ahead of time and innovate in order to address the challenges that have arisen. The purpose of this study is to determine how MGSetos Hotel Semarang can boost brand recognition by using the Integrated Marketing Communication (IMC) approach. This study employs qualitative research methods such as interviews, observations, and documentation to acquire data. The triangulation of sources, procedures, and time ensures the veracity of the data employed. According to the research findings, MGSetos Hotel Semarang has created an integrated marketing communication plan to improve brand awareness, however its implementation has been subpar. Using this method can raise hotel brand awareness in the community even if it is not presently at the forefront of people's minds. This study has substantial practical implications for hospitality firms operating in unpredictable times.

Plural form business strategy and financial reporting quality in hospitality firms

This paper analyzes how the plural form business strategy (i.e., simultaneously pursuing a fee-oriented and an equity-based strategy) impacts financial reporting quality of international hospitality firms. Drawing on the agency theory perspective, we analyze a sample of global hospitality companies over 2010–2019 using OLS, entropy balancing, and Heckman two-stage estimations. Our results suggest that greater use of the plural form is positively associated with higher earnings management (i.e., lower financial reporting quality). The plural form induces financial reporting complexity, which increases the likelihood of earnings management. However, the presence of large shareholders, aiming at reducing earnings management practices for reputation purposes, offsets this effect. This study identifies a specific feature of the hospitality industry, namely the pursuit of the plural form business strategy, as triggering more complexity, which results in detrimental lower reporting quality for investors.