Hospitality Industry Research Articles

‘Mapping the terrain of servicescape research in the hospitality industry: an analysis of hotels and restaurants’

‘Mapping the terrain of servicescape research in the hospitality industry: an analysis of hotels and restaurants’

Implementasi Pelayanan Prima di Restoran Internasional

This study aims to examine the implementation of excellent service by internship students at the restaurant of Lanta Nice Beach Resort, an international resort known for its high service standards. Excellent service is a key element in the tourism and hospitality industry, particularly in resort restaurants that cater to guests from diverse cultural backgrounds. This research adopts a case study method with a qualitative approach. Data were collected through observation, interviews with internship students and restaurant staff, and field documentation. The findings indicate that the internship students are able to apply excellent service principles, such as maintaining buffet cleanliness, timely food service, and using effective and friendly communication in English. Nonetheless, they face challenges in adapting to international work culture and using a foreign language in dynamic settings. This study recommends enhanced communication and stress management training for internship students to improve service quality. The findings are expected to serve as input for resort management in mentoring interns and for educational institutions in designing more contextual and effective internship programs aligned with the needs of the global hospitality industry.

The Effects of Psychological Capital and Workplace Bullying on Intention to Stay in the Lodging Industry

Workplace bullying is a widespread yet rarely recognized stressor that impairs employee productivity and organizational harmony. It requires attention in the hospitality industry, where a high volume of interpersonal interactions occurs. It is essential to address employees’ overall outlook and attitudes toward hardships resulting from stressful work environments. This study examined workplace bullying by highlighting the role of psychological capital in employees’ responses to hostile work environments. The relationships among employee voice, perceived organizational support, organizational commitment, and intention to stay were further elaborated based on a conceptual model. An online survey was distributed to hotel employees, and the results were analyzed using structural equation modeling. The indirect effects of psychological capital on perceived organizational support and organizational commitment were stronger than those of workplace bullying. The results demonstrate that employees with higher psychological capital have more proactive response tendencies to workplace bullying.

A bibliometric analysis of reputation management in the hospitality industry: Trends and future directions

This research examines papers on reputation management in the hospitality industry using bibliometric techniques. The study obtained information from the Web of Science (WoS) database, renowned for its interdisciplinary citation coverage. The search strategy involved using keywords such as "reputation management," "hospitality," "leisure," and "tourism" to narrow down articles published between 2000 and 2023, a period marked by the increasing influence of digitalization in the hospitality industry. We compiled a dataset comprising 1,859 peer-reviewed articles selected for bibliometric analysis using the Bibliometrix R package and its interactive Biblioshiny tool, for data manipulation and presentation purposes. The findings highlighted the influence of media and online reviews on developing strategies for managing reputation‚, with "word of mouth" and "customer satisfaction" standing out as pivotal concepts. China and the United States stand out as the nations, with Hong Kong Polytechnic University recognized as a top institution in this field of study. The research indicates a rising trend in studies since 2010, aligning with the evolution of the hospitality industry and the surge in platform usage. These discoveries provide insights for both academia and industry professionals, laying the groundwork for strategic directions and further research in managing hospitality reputation. This research underscores the importance of devising innovative strategies to bridge research gaps and explore emerging areas of interest.

The relationship between technology investments, innovation strategies, and competitive performance in the hospitality industry: A mixed methods approach

The relationship between technology investments, innovation strategies, and competitive performance in the hospitality industry: A mixed methods approach

The value of group purchasing: Evidence from the U.S. hospital industry

The value of group purchasing: Evidence from the U.S. hospital industry

The power of playful work design in the hospitality industry: Mapping the implications for employee engagement, taking charge and the moderation of contrived fun

The power of playful work design in the hospitality industry: Mapping the implications for employee engagement, taking charge and the moderation of contrived fun

An Empirical Analysis of the Factors Driving Social Media Adoption in the Hospitality Sector

ABSTRACT This study explores the factors that influence social media adoption among hospitality firms in an emerging economy. Randomly chosen 476 hospitality firms in Jammu and Kashmir were included in a survey, and the data were analyzed using structural equation modeling through SmartPls4. The results confirm that the technological, organizational, and environmental factors have a positive effect on the adoption of social media. The current study contributes to the expanding body of scholarly information, particularly with regard to the use of social media in business from the perspective of the hospitality industry. The managers in the hospitality industry can use the research model to evaluate the technological, organizational, and environmental characteristics that influence the adoption of social media technologies.

Effects of negative sentiment and review length on ratings, as moderated by social turbulence and hotel quality

PurposeBy advancing understanding of the effects of electronic word of mouth (eWOM) in the hospitality industry, the current study offers insights that can help hotel practitioners make better-informed decisions, improve tourists’ experiences, enhance their reputations, and gain economic benefits.Design/methodology/approachWith a sample of negative online reviews, this study specifies the direct impacts of negative sentiment and review length on hotel ratings and the moderating influences of review length, social turbulence due to COVID-19, and hotel quality. The sample covers a two-year period (2019 and 2021) and comprises 19,441 online textual reviews written by Spanish tourists, referring to 121 four-star hotels in the Canary Islands. The analyses rely on NVivo 15 and SPSS 28.FindingsThe results confirm that both negative sentiment and review length negatively affect hotel ratings. Review length and social turbulence increase the effect of negative sentiment on ratings; hotel quality mitigates the negative effect of review length.Research limitations/implicationsThe study results are limited to reviews posted only on Booking.com.Originality/valueThis study addresses an important research gap and calls for more in-depth studies of the hospitality industry to clarify the relationship of eWOM content with ratings. It establishes a comprehensive, novel, and contemporary framework that integrates several theories and applies them in a relevant, popular global tourism destination.

Analysis of Instagram Ads on Consumer Behavior: Empirical Study of Villa Melayang in Bogor, Indonesia

This study examines the influence of Instagram advertisements on consumer purchasing decisions related to Villa Melayang, an accommodation facility near Taman Safari Bogor. In the digital era, where social media platforms play a vital role in marketing strategies, understanding how Instagram content affects consumer behavior is crucial. The primary objective of this research is to analyze the relationship between Instagram promotions and consumer decisions to stay at the villa. A quantitative approach was employed by distributing questionnaires to 100 respondents, selected using Slovin's formula. Data analysis was conducted using statistical tools, including correlation tests. The results revealed a significant positive correlation (r = 0.735, p < 0.05) between Instagram advertising and purchasing decisions, indicating that engaging and interactive content can enhance consumer interest. Although Villa Melayang's Instagram posts are visually appealing, user engagement remains relatively low, suggesting a need to improve content interactivity. These findings underscore the importance of visually attractive social media strategies, encouraging user interaction to influence purchasing behavior. This research offers valuable insights for businesses, particularly in the hospitality industry, aiming to optimize their digital marketing efforts.

Green synergy: Integrating green human resource management and green supply chain management for sustainable performance in the Thai hospitality industry

Green synergy: Integrating green human resource management and green supply chain management for sustainable performance in the Thai hospitality industry

Impact of Influencer Marketing on Brand Engagement in the Hotel Industry: A Consumer's Perspective

Influencer marketing has become an effective way for brands to establish a connection with consumers, notably in the hospitality industry, in the digital era. This study examines the consumer's perspective on the impact of influencer marketing, specifically influencer communication, credibility, and brand fit, on brand engagement within the hospitality industry. Data were collected from 200 participants using a structured questionnaire with Likert-scale items, and a quantitative research design was implemented. The hypotheses were tested and the relationships between the variables were examined using regression analysis, while demographic characteristics were summarized using descriptive statistics. The results indicate that brand engagement is substantially influenced by all three independent variables. Influencer communication had the most significant impact, accounting for 41.4% of the variance in brand engagement. Influencer credibility and influencer-brand compatibility followed, accounting for 33.2% and 12.5% of the variance, respectively. These findings suggest that consumer engagement with the hotel brand is positively influenced by the influencer's perceived trustworthiness, straightforward and engaging communication, and alignment with the hotel brand. The research establishes that influencer marketing is essential for the hotel industry, as it contributes to the development of consumer perceptions and the improvement of brand engagement. It provides practical implications for hospitality marketers in the selection and collaboration with influencers to cultivate authentic and enduring relationships with consumers.

Can AI improve hotel service performance? A systematic review using ADO-TCM

This study systematically reviewed studies on artificial intelligence (AI) technology and hotel employees’ service performance through bibliometric analysis and content analysis based on the ADO-TCM framework. 72 relevant literature included in the Scopus database between 2017 and 2024 were selected for the study. R Studio and VOSviewer software were used to analyze the data. This study also examines four major thematic clusters in the research area over the last 5 years: (1) the impact of automation on hotel personnel: Employment and training perspectives; (2) technology adoption in the hospitality industry: The interrelationship of customer perceptions, artificial intelligence, and employee roles; (3) employee outcomes related to AI adoption in the hospitality industry; (4) automating decision-making from the hotelier’s perspective. In addition, this study constructs an integrative ADO-TCM conceptual framework that systematically links antecedents, decisions, outcomes, theoretical foundations, contexts, and methods pathways. Based on the findings, the study proposes a research agenda covering aspects such as AI design, culture, ethics, tourism employment, and employees’ psychological responses.

HOSPITALITY LEADING GREEN FOR A SUSTAINABLE SCENE: THE MEDIATING ROLE OF GREEN ORGANIZATIONAL CULTURE IN THE RELATIONSHIP BETWEEN GREEN SERVANT LEADERSHIP AND ENVIRONMENTAL PERFORMANCE

Amidist the increasingly pressing environmental issues confronting hospitality businesses, there arises an urging demand for the adoption of sustainable leadership paradigms. This study seeks to explore the influence of green servant leadership (GSL) on environmental performance (ENVP) within the Saudi Arabian hospitality sector, with a keen focus on the mediating function of green organizational culture (GOC). This study deployed on a purposive sampling technique with the engagement of 420 employees from the hospitality industry in the Eastern Region of Saudi Arabia. Further, the data analysis was conducted through using the partial least squares structural equation modeling to scrutinize the intricate connections among GSL, GOC, and ENVP. The study results revealed that GSL significantly bolsters both GOC and ENVP, underscoring its pivotal role in advancing sustainability within the sector. Furthermore, the study identified GOC as a crucial mediator in the nexus between GSL and ENVP, accentuating its significance in fostering environmentally conscious practices within organizational settings. By addressing these questions, this research seeks to contribute to the broader discourse on sustainable leadership by offering empirical insights into the role of GSL in encouraging environmental responsibility and supporting sustainable tourism development. Additionally, the research posits that GSL could serve as a catalyst for promoting environmental stewardship in the realm of hotel management, thereby enriching the ongoing dialogue on sustainable leadership methodologies. Beyond theoretical implications, this research furnishes practical recommendations for managerial tactics and policy formulation, aiming to bridge the gap between theory and application. Furthermore, it beckons for future investigations that should be deeper into the nuances of sustainable leadership dynamics concerning environmental performance in the hospitality domain. By shedding light on the intricate interplay among GSL, GOC, and ENVP, this study not only expands the scholarly understanding but also offers valuable insights into effective leadership strategies for fostering sustainability in the hospitality industry .

An Overlook to The Use of Artifıicial Intelligence in Hospitality and Tourism Industry: Prospects and Challenges

Artificial Intelligence (AI) emerged in hospitality and tourism in the late 1990s to emulate human intelligence in performing tasks and problem-solving activities. Recognizing the significance of AI tools in the Hospitality and Tourism (H&T) industry, this study investigates their application by conducting semi-structured interviews with industry professionals and experts. Semi-structured interviews were conducted with twelve professionals from two different countries. The research is based on the diffusion of innovation theory and presents professionals' perspectives on Artificial Intelligence. The analysis of findings revealed four main themes: Perspectives, adoption, and experiences; Advantages (cost reduction, customer preferences, demand forecasting, resource allocation and optimum pricing, operational efficiency, content creation); Disadvantages (data accuracy and wrong prediction probability, data privacy, ethical concerns, copyright, less human contact, discrimination or exclusion of minorities) and prospects (get ready for the Future, smarter and better Future, points to consider). The participants are quite cautious as the nature of the hospitality and tourism industry is mainly human-focused. They prioritize ensuring the safety of their customers, employees, and organization and as maintaining guest and employee satisfaction. The study draws a view of the prospects and challenges of AI in H&T based on the views of professionals and experts.

Enhancing Sustainable Performance in Hotel Industry: Supplier Innovativeness and Supply Chain Integration

The hotel industry relies on supply chain to deliver value added products and services, therefore selecting suppliers significantly affects the company's competitiveness in the market to improve sustainability performance. This research is important to determine how supplier innovativeness can improve sustainable performance. It provides a new contribution in assessing the influence of supplier innovativeness and supply chain integration on sustainable performance in the hotel industry, however their combined impact remains underexplored. The study examines the effect of supplier innovativeness on sustainable performance by focusing on the mediating role of supply chain integration in the hotel industry. The study employed a non-probability sampling method using a purposive sampling technique. The sample was selected based on the criterion that respondents held managerial or equivalent positions, as they were responsible for decision-making in hotel operations. A total of 111 respondents participated in the study and the hypotheses were analysed using SmartPLS software. Supplier innovativeness has a significant effect on supply chain integration and also contributes significantly to the improvement of sustainable performance. Indirectly, supplier innovativeness also significantly impacts sustainable performance through supply chain integration. Supply chain integration partially mediates the relationship between supplier innovativeness and sustainable performance. Emphasizing these factors can help hotels to achieve their sustainability goals, offering valuable insights for managers and policymakers. Hotel managers should actively engage in partnerships with innovative suppliers and invest in strengthening integration across their supply chains. This research contributes to the growing body of literature on sustainable supply chain management, particularly within the hospitality industry.

Advancing Human Resource Practices In Hospitality: A Bibliometric Analysis Of Hris Adoption And Implications For Hr Professionals

This bibliometric study investigates the evolution and scholarly trends surrounding the adoption of Human Resource Information Systems (HRIS) and their implications for human resource (HR) professionals within the hospitality sector. Employing a quantitative descriptive approach, the study assesses the global distribution and thematic focus of HRIS-related publications indexed in the Scopus database. The analysis reveals that 11 of the 40 reviewed articles affirm that the development and implementation of HRIS significantly enhance managerial efficiency by streamlining HR operations, optimising workforce utilisation, and reducing the demand for extensive HR investment. Furthermore, HRIS is recognised for fostering greater employee participation and contributing to organisational development. Recent literature offers valuable perspectives on the strategic integration of HRIS in the hospitality industry, particularly in addressing operational complexities such as shift scheduling, the management of seasonal labour, compliance with hospitality regulations, and the delivery of service excellence through targeted training. These insights are crucial in a sector characterised by high labour mobility, customer-centric performance standards, and operational unpredictability. This study contributes a comprehensive synthesis of the current knowledge landscape, identifying key research gaps and emerging directions. The findings reinforce the notion that HRIS is not only a tool for administrative efficiency but also a critical enabler of workforce engagement and performance optimisation in hotels and hospitality enterprises. The paper concludes with a call for future bibliometric and empirical research to bridge conceptual and practical dimensions of HRIS, especially concerning its integration with advanced technologies such as artificial intelligence (AI), blockchain, and 5G. These innovations are poised to reshape the contours of HR practice and digital transformation within the global hospitality industry.

Estetika Table Manner dalam Pendidikan Vokasi Pariwisata: Pendekatan Experiential Roleplay

Table manner education is a fundamental component of tourism and hospitality education, particularly in shaping students’ interpersonal skills, professionalism, and competitiveness in the global hospitality industry. Since its establishment, Sekolah Tinggi Pariwisata AMPTA Yogyakarta has integrated an experiential learning approach through roleplay (Experiential Roleplay Approach) as part of its formal curriculum for hospitality students in the third semester. Furthermore, prior to formal academic enrollment, students are introduced to formal dining etiquette through industry exposure programs conducted at starred hotels. Although these practices have been consistently implemented, comprehensive academic research analysing the effectiveness of experiential roleplay in enhancing student engagement, conceptual understanding, and soft skills remains limited. This study aims to evaluate the effectiveness of the experiential roleplay approach within the context of vocational tourism education. The research employed a qualitative approach using a case study design, involving students from the Hospitality Study Program at AMPTA Yogyakarta. Data were collected through participatory observations of formal dining practice simulations, semi-structured interviews with students and instructors, and visual documentation. Thematic analysis was applied to identify patterns of engagement, concept retention, and professional attitude development. The findings reveal that the experiential roleplay approach significantly improves student learning engagement, accelerates the understanding of formal dining etiquette, and strengthens students' interpersonal skills. This study recommends reinforcing experiential learning methods within vocational education curricula to produce graduates who are adaptive, communicative, and competitive in the global workforce.

Artificial Intelligence (AI) and its role in enhancing customer experience in Thailand’s Hotels by 2030

Artificial Intelligence (AI) is revolutionizing the hospitality industry across the globe, and Thailand is no exception. By 2030, AI will be at the forefront in driving customer experience (CX) in Thai hotels, transforming models of service, guest interactions, and operational efficiency. This article explores the use of AI in Thailand's hospitality sector, more precisely how AI technologies such as chatbots, predictive analytics, natural language processing, and personalization algorithms are revolutionizing customer service, revenue management, and overall guest satisfaction. Since the tourism industry is one of the key drivers of Thailand's economy, the use of AI presents opportunities as well as challenges, particularly in terms of sustainability, employee training, and technology investments. While hotels grapple to maintain pace with evolving consumer needs, AI enables more personalized and streamlined experiences, ranging from automated booking processes to customized provision of services. However, the paper also alludes to the ethical, legal, and environmental consequences of AI-driven practices, necessitating cautious adoption. The influence of AI is set to reshape Thailand's hospitality sector by 2030, striking a fine balance between technology, sustainability, and improved customer service. This article aims to provide insights into the future of AI in Thai hotels, outlining a roadmap for stakeholders to benefit from the potential of AI while addressing its pitfalls.

PSYCHOLOGICAL CAPITAL AS A PATHWAY BETWEEN SERVANT LEADERSHIP AND WORKPLACE WELL-BEING IN THE HOSPITALITY INDUSTRY CONTEXT

The hospitality industry presents a uniquely demanding work environment, characterized by high levels of stress, emotional labor, and continuous guest interaction, making employee workplace well-being (WPW) a crucial factor for sustainable organizational success. Leadership practices are central to fostering WPW, with servant leadership (SL) emerging as a people-centered approach that emphasizes employee growth, empowerment, and ethical conduct. While previous research has linked SL to various positive employee outcomes, the mechanisms through which SL influences WPW are still underexplored. This study addresses this gap by examining the mediating role of psychological capital (PsyCap) - comprising hope, optimism, resilience, and self-efficacy - in the relationship between SL and WPW within the hospitality sector. This study employed a cross-sectional research design to explore the relationship between servant leadership (SL) and workplace well-being (WPW), with psychological capital (PsyCap) examined as a mediating variable. Data were collected from 442 frontline employees working in five-star hotels located in major cities across Saudi Arabia. Validated measurement instruments were used to assess perceptions of SL, PsyCap, and WPW. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLSSEM) to test both direct and indirect relationships among the variables. The results revealed that SL has a significant positive effect on WPW, both directly and indirectly. PsyCap was found to partially mediate this relationship, indicating that servant leadership enhances WPW not only through its direct influence but also by fostering key psychological resources - hope, resilience, optimism, and self-efficacy - in employees. This mediation highlights PsyCap as a critical psychological mechanism linking leadership behaviors to employee well-being outcomes. Theoretically, the study contributes to the leadership and organizational behavior literature by validating the role of PsyCap within the Conservation of Resources (COR) framework. From a practical standpoint, the findings emphasize the importance for hospitality managers to cultivate servant leadership qualities and invest in developing employees' psychological capital. Doing so can significantly improve employee well-being, strengthen organizational resilience, and enhance service performance in demanding hospitality environments.