Hospitality Industry Research Articles

СТРАТЕГІЧНЕ ПЛАНУВАННЯ ЯК ОСНОВА ВПРОВАДЖЕННЯ ЕКОЛОГІЧНОЇ ВІДПОВІДАЛЬНОСТІ ПІДПРИЄМСТВ ІНДУСТРІЇ ГОСТИННОСТІ В УКРАЇНІ

The hospitality industry, which is experiencing a crisis in Ukraine, today needs transformation and greening of its own activities. The implementation of environmental responsibility of hospitality service providers is not just a condition for their competitiveness, but opens up a wide range of directions for the development of industry enterprises in future. The purpose of the research: to analyze the existing documents of medium and long-term planning at the regional level on individual examples, to determine promising directions for the formation of environmental responsibility of enterprises in the hospitality industry. The subject of the study: practical experience of planning and implementation of environmental responsibility among hospitality service providers at the regional level. Research methods: in the research process, general scientific and special methods of scientific knowledge were used, namely abstraction, induction and deduction, analogy and qualitative comparison, analysis of causes and consequences. Research hypothesis: the only way to ensure environmental responsibility in the field of hospitality is a conscious attitude of regional authorities and owners of enterprises providing hospitality services to existing environmental problems. The main results of the research: the analysis of publications by domestic and foreign scientists, as well as strategic and programmatic documents of regional development in Ukraine allowed to draw conclusions about the state of social responsibility in the western and eastern regions, determining that most documents lack any measures regarding the environmental responsibility of service providers hospitality Originality and practical significance of the study: the proposed tree of goals for framework development strategy of environmental responsibility is an unified tool that can be detailed according to the stage of development and financial capacity of hospitality establishments. Conclusions: the proposals presented in the course of the study regarding the formation of environmental responsibility of hospitality service providers are appropriate according to the current situation and can be used to overcome the systemic crisis in the industry, to develop its competitiveness for attraction a new domestic and foreign consumers

Exploring the Readiness of the Hospitality Industries in Sorsogon City for Halal Tourism

This study utilized a mixed method research design to evaluate the readiness of hospitality industries in Sorsogon City for halal tourism. Hotel owners, managers, and staff from 14 DOT-accredited establishments served as primary respondents. The research assessed the hospitality industry’s preparedness to cater to the growing Muslim tourist market. It examined stakeholders’ awareness of halal principles, focusing on food, amenities, and facilities. Challenges and strategies for halal tourism adoption were also explored. Findings revealed a fair level of readiness among hotel owners in providing halal food and alcohol- free environments, but a lower capacity to offer diverse halal amenities and facilities. Hotel staff demonstrated fair readiness in accommodating Muslim guests. Key challenges included infrastructure limitations, staff training needs, and operational complexities. Based on these findings, an action plan for promoting halal tourism in Sorsogon City was developed. This study contributes to fostering inclusivity and cultural diversity within the Philippine tourism industry.

Talent Retention and Competitive Advantage of Star Rated Hotels in Rift Valley and Western Region, Kenya

The demand for both local and international visitors has seen local investors in the hospitality industry in Kenya jostle for market share. The arrival of the international hotel brands such as Best Western, Pullman and Park-In among others has increased competition as hotels scramble to provide quality products and services to their customers. Consequently, this sought to explore the influence of talent retention on competitive advantage of star rated hotels in Rift Valley and Western region, Kenya. The study was anchored on human capital theory. The study used simple random sampling to select a sample size of 62 respondents. The study adopted a correlational research design and data was collected using a questionnaire and analyzed quantitatively using both descriptive and inferential statistics. Prior to the actual data collection exercise, the study conducted pilot testing which involved both validity and reliability testing. The findings were presented in tables. The findings revealed that talent retention had a positive and significant influence on competitive advantage of star rated hotels in Rift Valley and Western Region, Kenya (P=0.000). The study concluded that hotel's talent retention strategies are generally effective especially enhancing a minimal employee turnover, a positive corporate image, and the use of succession planning and growth opportunities to retain talent. In view of the findings, the study recommends for the strengthening of the internal talent pool by investing in employee development programs. Encourage internal mobility and provide clear career progression paths to retain and motivate top talent. Keywords: Talent Retention, Competitive Advantage, Star-Rated Hotels, Rift Valley, Western Kenya

Uncertainty tolerance moderates the link between job insecurity and service performance: evidence from China’s hotel frontline employees

The pandemic crisis outbreak has impacted the hospitality industry tremendously. This study investigated the effect of job insecurity on service performance and examined the mediating role of cognitive appraisal and the moderating effect of uncertainty tolerance from the perspectives of cognitive appraisal theory of stress. The study collected a questionnaire from 316 hotel employees at three time points, with a one-month interval between the two time points. The SPSS PROCESS macro and MPLUS are used to test the research hypotheses. The results highlighted that the mediating role of challenge-hindrance appraisal, affirming that job insecurity positively impacts service performance via increasing challenge appraisal, and job insecurity negatively impacts service performance via increasing hindrance appraisal. Furthermore, the results show that uncertainty tolerance moderates the relationship between job insecurity and cognitive appraisal and also moderated the indirect effect of job insecurity on service performance through cognitive appraisal. The research results provide implications for human resource management in the hospitality industry.

Service for sustainability and overall value for money: sequential mediation of customer-generated communication on social media and perceived value

PurposeThis study investigated the predictors of overall value for money in the hospitality industry concerning routine practices reinforcing SDG goals. The sequential mediation underlines the mechanism of theoretical viability and sustainability relevance of restaurant environment factors and customer-generated communication on social media to influence the value impressions of hospitality customers.Design/methodology/approachCross-sectional design was utilized to obtain empirical data from customers of luxury restaurants in mega cities of Pakistan. Non-probability purposive sampling was deployed to collect data from 370 customers. The chained relationship of predictors was analyzed using Smart PLS.FindingsThe SDGs' integration with predictors provided theoretical insights into the role of physical spaces in achieving SDG 14 of sustainable consumption and production. The role of social media communication explains the mechanism of online discourse, which shapes perceptions of sustainable dining experiences.Practical implicationsThis study explained sustainable consumption's relation to consumers' psychological undertakings and reinforced the dinners' decision-making processes to evaluate expectations influencing dining choices. This study helps to understand how sustainability issues transformed consumers' value perception and helps them take measures to minimize the environmental impact of their dining choices.Originality/valueThe sequential mediation model investigated with the lens of expectation disconfirmation theory provided relational clarity, which is difficult to achieve when comparing the perception of customers with performance variables. Distinguishing overall value for money from perceived value is essential for making data-driven decisions to utilize monetary resources efficiently.

Talent Retention and Competitive Advantage of Star Rated Hotels in Rift Valley and Western Region, Kenya

The demand for both local and international visitors has seen local investors in the hospitality industry in Kenya jostle for market share. The arrival of the international hotel brands such as Best Western, Pullman and Park-In among others has increased competition as hotels scramble to provide quality products and services to their customers. Consequently, this sought to explore the influence of talent retention on competitive advantage of star rated hotels in Rift Valley and Western region, Kenya. The study was anchored on human capital theory. The study used simple random sampling to select a sample size of 62 respondents. The study adopted a correlational research design and data was collected using a questionnaire and analyzed quantitatively using both descriptive and inferential statistics. Prior to the actual data collection exercise, the study conducted pilot testing which involved both validity and reliability testing. The findings were presented in tables. The findings revealed that talent retention had a positive and significant influence on competitive advantage of star rated hotels in Rift Valley and Western Region, Kenya (P=0.000). The study concluded that hotel's talent retention strategies are generally effective especially enhancing a minimal employee turnover, a positive corporate image, and the use of succession planning and growth opportunities to retain talent. In view of the findings, the study recommends for the strengthening of the internal talent pool by investing in employee development programs. Encourage internal mobility and provide clear career progression paths to retain and motivate top talent. Keywords: Talent Retention, Competitive Advantage, Star-Rated Hotels, Rift Valley, Western Kenya

Understanding the drivers of consumers’ acceptance and use of service robots in the hotel industry

Purpose This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots. Design/methodology/approach A mix of symmetrical and asymmetrical modeling methods was used for the data analysis. The symmetrical modeling was used to find the net effects, whereas asymmetrical modeling was adopted to find the combined configurations for hotel guests’ robot service acceptance behaviors. Findings The results revealed the significant effect of innovativeness, willingness to be a lighthouse customer, personal norms and concern about service robot performance on acceptance behaviors. In addition, the complex solution models using characteristics of tech-forward consumers, norms and attitude and uncertainty and concern were found. Practical implications The study shows directions to hotel marketers, to help them make customers adopt service robots. Originality/value The study explored customer service robot acceptance behaviors based on comprehensive theoretical backgrounds, including the technology acceptance model, theory of planned behavior, norm activation model and service robot acceptance model.

Evolution to entrepreneurial hospital led by open innovation: A case of Korean hospital industry

The role of hospitals as leaders of innovation in the bio health industry is emerging in the bio health industry. Hospitals are evolving from medical treatment-centered traditional hospitals to innovation-centered entrepreneurial hospitals that focus on research and development (R&D), and technology commercialization. A series of commercialized medical technologies by clinicians in hospital turns into business models in collaboration with firms. However, few studies have attempted a practical approach to entrepreneurial hospitals. Therefore, this study aims to explore the transformation of traditional hospitals to entrepreneurial hospitals through Korean hospital cases. This study studied the Korean government's initiatives related to supporting entrepreneurial hospitals. In addition, this study conducted interviews with key stakeholders involved in hospital-based innovation networks. Korea has been promoting entrepreneurial hospitals based on open innovation since 2004, and various government-supported projects have been carried out in parallel, making it suitable for examining the development trajectory and challenges from a research perspective. The findings of this study provide a theoretical framework for research on hospital-based open innovation.

Role of Strategic HRM as Mediator of Intellectual Assets and Knowledge Sharing of Hotel Performance in West Java

In addition to examining the factors affecting organizational performance and hotel performance, this research aims to investigate the relationship between knowledge sharing and intellectual assets and hotel strategic human resource management (HRM). To create a robust knowledge culture, strategic HRM and hotel management should collaborate. This can be accomplished by holding team meetings, workshops, employee development programs, and discussion forums to promote cooperation and knowledge exchange among staff members. Maintain a competitive edge in the hospitality sector, while offering visitors outstanding service. This research was done using quantitative methods. In this study, 185 employees served as samples. Structural equation modeling was used in the analysis method (SEM). The findings demonstrated that knowledge sharing and intellectual assets impact the hotel’s strategic HRM. Hotel performance is impacted by knowledge sharing and intellectual assets. Strategic HRM influences organizational performance. Intellectual assets and knowledge sharing affect hotel performance through strategic HRM. By increasing employee knowledge and skills and encouraging collaboration and continuous learning, hotels can improve organizational performance, provide superior service to guests, and stay competitive in the hospitality industry. Strategic HRM should work closely with hotel management to build a strong knowledge culture. This can be accomplished by carrying out initiatives like staff development and training, workshops, team meetings, and discussion forums to encourage collaboration and knowledge sharing among employees. Keywords: intellectual assets, knowledge sharing, strategic HRM, organizational

Analysis Of Room Promotion Activities At Kambaniru Beach Hotel & Resort, East Sumba

This research evaluates the impact of room promotions at Kambaniru Beach Hotel & Resort, East Sumba, on increasing competitiveness and occupancy rates. Using a qualitative approach and case study method, the research focuses on five promotion elements: advertising, sales promotion, public relations, direct marketing, and digital marketing. Data was collected through observation, in-depth interviews, literature reviews, and documentation analysis, then analyzed using data reduction, presentation, and conclusion drawing methods, with validation through triangulation. The research results show that using social media and digital platforms for promotions successfully attracts millennial customers, while sales promotions and public relations have a minor impact. The main findings reveal that bundled package offers and seasonal discounts are the most effective promotion strategies, significantly increasing occupancy rates. However, the main challenges are seasonal fluctuations, budget limitations, and a need for more staff training in digital tools. Based on these findings, practical implications include enhancing digital promotions, refining advertising messages, and regularly assessing service quality. This research concludes that integrated and diverse promotion strategies are crucial for consistently increasing hotel occupancy and revenue and strengthening marketing strategies in the competitive hospitality industry.

Exploring the consequences of automation in the post-pandemic era: hotel labor woes

PurposeThis study provides an overview of challenges and opportunities presented by the increasingly prevalent self-service technology adoption in the hotel industry, with a focus on the post-COVID-19 pandemic era and related workplace issues.Design/methodology/approachA review of relevant literature along with references to secondary data is provided to support the viewpoints presented by the authors. A brief critical interpretation of published works on automation, self-service and similar technology-supported services in the hospitality industry, particularly the hotel industry, is outlined.FindingsPotential near- and long-term workplace challenges, in the context of automation, for hotel employees and operators are summarized. Evidence based on published scholarly works and news reports indicates that there will be a period of difficulties in the hotel industry, and the hospitality industry in general, when it comes to the adoption of transformative technology solutions that support automation and self-service. However, the authors assert that a balanced and calculated approach to embracing such technologies could create new career paths as well as job security for hotel employees and stability for hotel operators.Originality/valueThe perspectives offered in this study focus on the difficulties as well as prospects of embracing technology-supported automation in the hotel industry in the context of a unique era and the accelerated adoption of various technology solutions following the COVID-19 pandemic. The documented challenges are also framed with aligned opportunities to offer a roadmap for both practitioners and scholars.

The Role and Progression of Serving Robots in Hospitality and Service Industries

The Role and Progression of Serving Robots in Hospitality and Service Industries

Sustainable Tourism Development in Karo District: A Disability-Friendly Planning Model through Government Policy and Industry Collaboration

The purpose of this study is basically to determine the direct and indirect effects of tourism development planning using accessibility and inclusiveness towards disability-friendly tourism through government policies in the field of Tourism Objects and the Hospitality Industry in Karo Regency. The method for analyzing the data in this study used descriptive statistical analysis with SPSS 21 software for Windows, and structural equation modeling – partial least squares (SEM-PLS) analysis with smartPLS 3 software. The study's findings provide insight into the following: government policies have a positive and significant impact on disability-friendly tourism; tourism accessibility has a positive and significant effect on disability-friendly tourism through government policies; inclusive tourism has a positive and significant effect on disability-friendly tourism; tourism accessibility has a positive and significant effect on disability-friendly tourism through government policies; tourism objects and the hospitality industry in Karo Regency have a positive and significant impact on disability-friendly tourism through government policies. Meanwhile, the findings of a disability-friendly tourism development planning model on Tourism Object and Hospitality Industry in Karo Regency, where the factors that need attention, namely: first, tourism accessibility including social issues, weather, development, management, actions, decisions, stimulus, psychological, cognitive, interpersonal, and treatment; second, inclusive tourism including representation, participation in decision making, promotion, respect and understanding, removing social barriers, coordination, supervision, responsibility, collaboration, integration, and digital literacy; third, government policies including regulations, incentives, social responsibility, clarity, convenience, policy formulation, decision making, policy implementation, and policy evaluation; fourth, disability-friendly tourism including information, management of tourist destinations, preferences for accommodation information, accommodation, easily accessible facilities, availability of disability support services, legal certainty, destination environment, and demographic profiles.

The effects of perceived corporate social responsibility (CSR) on thriving at work in the hospitality industry

Despite the proliferation of corporate social responsibility (CSR) studies, it is accruing academic interest since there still remains a lot to be further explored. The purpose of the study is to examine whether/how CSR perception affect employee/intern thriving at work and its mediator through perceived external prestige in the hospitality industry. Data from 501 hospitality industry employees and interns in China were collected using a quantitative survey consisting of 35 questions. Statistical findings showed that CSR perception and thriving at work were positively related. Additionally, perceived external prestige partially mediated the connection between CSR perception and thriving at work. Furthermore, the study found that hotel interns generally exhibited lower levels of CSR perception and thriving at work compared with frontline or managerial staff. The study underscores the importance of collaborative efforts between hotel practitioners and university educators to enhance CSR perception and promote thriving among hotel interns. By prioritizing the improvement of CSR perception and thriving at work, the hotel sector can potentially mitigate workforce shortages and reduce high turnover rates.

Developing Conceptual Framework for Life Skills: The Employability Requisite in the Hospitality Industry

New generation needs fundamental life skills in order to achieve their full potential. Life skills also known as psychosocial competencies are considered essential for employability, social inclusion, and individual growth. This study has a twofold objective, firstly it makes a distinction between the terms skills, life skills, soft skills and competencies as these terms often overlap in the literature reviewed; secondly, the study also explores whether life skills are required by graduates for employability in the hotel/hospitality industry. A critical review of the extant literature on soft skills, employability skills, competencies and employer’s expectations with an emphasis on soft skills, from different sources, was conducted. A psychosocial competency framework was established. It was determined that the three domains of psychosocial competencies – the personal, social and cognitive domains impact job performance. Finally, a framework for life skills for employability was conceptualized for the hotel industry. This study contributes to the existing knowledge by developing a strong foundation of life skills. Individuals will be able to develop employability skills needed for the job. The study also gives the scope for an academia – industry interface for developing a life skills customer centric curriculum as it is a futuristic requirement for enhancing employability. Key Words: Life skills, Soft skills, Competencies, Employability, Hotel Industry, Conceptual frame work.

Inclusive leadership, service innovation, and knowledge sharing: the roles of intrinsic motivation and sleep quality

ABSTRACT This research aims to study the associations between inclusive leadership, employee service innovation, and knowledge-sharing behaviours in the hospitality industry. We further examined the mediating role of intrinsic motivation and the moderating role of employee sleep quality. Applying a convenience sampling technique, we conducted an online research survey in three phases to collect data from 329 respondents. Our findings showed that managers’ inclusive leadership style is positively associated with workers’ intrinsic motivation, which in turn leads to employee service innovation behaviour and knowledge-sharing behaviour. Moreover, intrinsic motivation has been found as the mediating mechanism in the association between inclusive leadership and employee work outcomes. We further found that workers’ sleep quality moderates the association between inclusive leadership and employee outcomes such that poor sleep quality weakens this association. Our study offers substantial implications for the practitioners and scholars in the areas of sleep, leadership, and innovation and knowledge sharing behaviours in organizations.

The Impact of Robotic Gastronomic Experiences on Customer Value, Delight and Loyalty in Service-Robot Restaurants

This study examines the impact of robotic gastronomic experiences (RGE) on customer emotional and functional value, delight, and loyalty in service robot restaurants. Using validated scales from prior research, a 5-point Likert scale survey was conducted with 302 participants via Amazon Mechanical Turk, targeting individuals with experience in such establishments. The analysis, performed with SmartPLS 4.0, utilized partial least squares-path modelling (PLS-PM) to test the hypothesized relationships. Results show that RGE, characterized by competence and coolness, positively affects emotional and functional values, which significantly influence delight and loyalty. Methodological measures were implemented to address common method variance (CMV), confirming the robustness of the findings. This research underscores the potential of service robots to enhance customer satisfaction and loyalty through efficient and engaging service delivery, providing valuable insights for integrating advanced robotics in the hospitality industry.

Effective Communication Skills for Housekeeping Staff: Improving Guest Interaction in English

Practical language skills are essential in the hospitality industry, especially for housekeeping staff interacting directly with international guests. This study aims to identify and evaluate effective English training strategies to improve the communication skills of housekeeping staff at Duta Syariah Hotel Palembang. This study uses a mixed-methods approach involving ten housekeeping staff selected through purposive sampling. The quantitative method was conducted with pre-tests and post-tests to measure the improvement of English proficiency. In contrast, the qualitative method involved in-depth interviews and questionnaire analysis to gain insight into the staff's perception of the training received. 77.4. This indicates that, in general, housekeeping staff is at a moderate level of ability. However, there is considerable variation among them. The highest score obtained was 89 (SH), while the lowest score was 58 (RR). The average score of all staff was 77.4, which indicates that overall, the staff's speaking ability was at a moderate level. The English training program developed and implemented in this study effectively improves the English skills of housekeeping staff, improving professional competence and guest satisfaction. The study recommends implementing similar training strategies in other hospitality industry sectors to improve the quality of global service and communication.

Corporate social responsibility needs base philosophy: An integrative multidimensional approach to hospitality employees’ green innovative behaviors

This study addresses a critical research gap in understanding the mechanisms through which corporate social responsibility (CSR) influences green innovative behaviors (GIBs) among hospitality industry employees. Despite increasing recognition of the importance of sustainability, little is known about how CSR initiatives can effectively motivate employees to engage in GIBs. This research aims to explore the conditions under which instrumental CSR (ICSR) and volunteer CSR (VCSR) foster GIBs, with a focus on the mediating roles of meaningfulness (MGF) and positive emotions (PE) and the moderating effect of perceived sustainability policy (PSP). Utilizing a survey method, data were collected from 430 hotel employees to test the proposed multi-level model. The findings reveal that MGF and PE partially mediate the impact of both ICSR and VCSR on GIBs. Furthermore, PSP was found to significantly enhance the effectiveness of CSR initiatives, particularly when initial levels of ICSR, VCSR, MGF, and PE were low. The study offers theoretical implications by integrating self-determination and need satisfaction theories with CSR research, and practical implications by providing a roadmap for hospitality organizations to strategically leverage CSR for sustainability. Future research should consider longitudinal studies and explore the role of cultural factors in CSR-GIB dynamics.

Going green, going strong: maximising restaurant performance with sustainable practices

ABSTRACT The food and services sector contributes to global carbon emissions, impacting climate change. This study, organised in a developing country, aims to explore how restaurants in the hospitality industry can enhance their environmental and financial performance through corporate social responsibility (CSR), green orientation, green innovation and environmental strategies. Using partial least squares structural equation modelling, data from 283 restaurant employees were examined. The findings show that CSR and green orientation directly enrich both environmental and financial performance. Moreover, green innovation mediates the association with CSR, green orientation and performance outcomes, with the influence of green innovation on performance further moderated by environmental strategies. These results show that incorporating CSR, green orientation, green innovation and environmental strategies can substantially benefit restaurant performance. This study offers constructive insights into the distinctive challenges and opportunities for sustainability in the food and services industry in the context of a developing country, where short-term economic pressures often dominate long-term sustainability goals.