Hotel Chains Research Articles

The effect of employee based brand equity on customer experience in multinational chain hotels

The effect of employee based brand equity on customer experience in multinational chain hotels

Implementing Sustainable Procurement Practices in International Hotel

This research investigates integrating sustainable procurement practices within international hotel chains, particularly examining their effects on food safety, encountered challenges, stakeholder involvement, and eco-friendly initiatives. It analyzes the impact of sustainable procurement on food quality and safety, highlighting measures undertaken to ensure these standards. The study addresses challenges like balancing quality, cost, and sustainability in food procurement and evaluates hotels' eco-friendly strategies, such as using locally sourced products and effective environmental management. Employing a holistic approach through multiple case studies, the research emphasizes the nexus between food safety and sustainable procurement, offering practical insights for the hospitality industry. The primary principle across international hotel chains is to consider environmental impacts comprehensively in procurement processes, serving as a foundational guideline.

Research on Recruitment Management Innovation of Chinese Budget Hotel Chain Enterprises under the Big Data Environment

Abstract: This study delves into the transformative impacts of big data on recruitment management within China's economy hotel chains, emphasizing the urgency and relevance of this research theme in light of the swift digitization witnessed in the hospitality sector. By scrutinizing the current scenario of China's economy hotel industry, the paper underscores the infusion of big data to enhance recruitment processes, thereby addressing prevalent challenges such as inefficiencies and skill mismatches. A thorough analysis reveals that the prevailing recruitment framework within economy hotel chains fails to adequately align with evolving market dynamics and technological progressions. Consequently, innovative strategies leveraging big data analytics and artificial intelligence are proposed to refine recruitment practices, aiming for heightened precision in talent acquisition and process optimization. The research concludes by highlighting the substantial business value and societal ramifications associated with the adoption of big data in recruitment, emphasizing enhancements in operational efficiency, competitive positioning, and contributions to the broader economic landscape of China's hospitality industry.

Investigating the Disclosure of Corporate Social Responsibility in International Hotel Chains

This paper examines how international hotels communicate Corporate Social Responsibility (CSR) on their websites. In particular, this study employs a corpus-based discourse approach to investigate the content and language included in the CSR reports of two international hotel chains, Marriott and Hilton. The aim is to understand the type of information reported as well as the discursive strategies employed to promote CSR performance with regards to economic, social, and environmental issues. The findings reveal several common themes in Marriott and Hilton’s CSR reports, highlighting their commitment to sustainability, ethical behavior, and community involvement. The importance of diversity and inclusion, organizational supervision, and responsibility is emphasized in the reports. Both hotel chains prioritize supporting local communities and upholding social responsibility through charitable efforts and leadership development programs. Environmental sustainability is a key focus, with efforts to adopt sustainable practices in an attempt to achieve long-term environmental goals. Further research will include a wider range of international hotel chains and incorporate social media analysis to provide a more comprehensive understanding of CSR practices in the hospitality and tourism industry.

Marketing analysis of consumer preferences of service quality in chain hotels

The article deals with the issues of marketing analysis of service quality in chain hotels. The results of theoretical literature have shown that the quality of service can be assessed by such an indicator as the degree of guest satisfaction. At the same time, the quality of service in the hotel depends on the specifics and type of the hotel, the standards used and the professionalism of the staff. In order to assess the quality of hotel services, marketing research in the form of a survey was conducted. The main purpose of the research is to determine what factors influence the process of hotel service quality. The results of the marketing research showed that the average index of satisfaction with the activities of chain hotels is 64%, there are certain shortcomings related to the culture of guest service. In addition, hotel staff are not always ready and able to solve problems that arise in the process of customer service.When assessing the weak areas it was revealed that a significant part of hotel customers are not satisfied with the speed of service, note the inattention of staff and emphasise the late performance of functional duties. In order to improve the quality of service, as the results of the study showed, it is necessary to improve competences in delegation of authority, service culture and effective communication. Thus, to improve the quality of service in chain hotels it is advisable to increase the level of staff training and develop competences related to the service process.

REVENUE FORECASTING SCENARIOS FOR INTERNATIONAL HOTEL CHAINS

The purpose of the study is to develop a system of balanced scorecards for forecasting the income of hotels belonging to international chains. The subject of the study is the system processes of evaluating the effectiveness of the management analysis system, which are determined on the basis of calculating key performance indicators, and as a result of the integral indicator through the analysis and aggregation of individual functional criteria based on comparison with the reference values of the revenue management model for pricing, load planning and its redistribution between revenue centres. Methodology. The study uses the methods of theoretical and logical generalisation. The article describes a set of strategies and tactics used by international hotel chains to manage the demand for hotel services. The results of the article are to form a model for conducting a detailed operational and financial analysis of the hotel enterprise by revenue centres, which contributes to the development of a strategy. The authors have selected a set of indicators that are used to ensure a balanced approach to measuring performance through the indicator method and visual representation in a graphical representation. The paper analyses the performance of international hotel chains over twelve years in order to assess the impact of key factors on their revenues and develop forecasts; the estimated indicators were classified into seven groups: assessment of the average daily revenue per room, room cost, occupancy rate, market share, staff productivity, resource intensity and digitalisation costs. The publication uses the example of international hotel chains to clarify the content and importance of revenue forecasting in the revenue management system.

Sustainability practices, sustainable development goals and the hospitality sector: perspectives from Sri Lankan chain hotels

ABSTRACT Despite being an industry at the forefront of adopting sustainable practices, there has been a continued paucity of hospitality research focusing on the extent of adoption of sustainability practices and their contribution towards achieving the sustainable development goals (SDGs) from developing countries’ viewpoints. Hence, this research explores the current context of sustainability practice adoption, its implications and its alignment with SDGs through a case study research based in Kandy, Sri Lanka. This research builds on the work of Mihalič and colleagues’ hotel sustainability business model to thematically explore the current context of sustainability practice adoption. This study employs a qualitative research method, combining semi-structured interviews and participant observations from 11 chain hotels selected through a purposive sampling approach. The research findings suggest that local hotels have already adopted various sustainability practices across all triple bottom-line considerations. However, most hoteliers did not understand how economic progression relates to their sustainability commitments. Moreover, several hoteliers interpreted sustainability efforts purely with pro-environmental efforts. The study further indicates that larger chain hotels tend to implement sustainable practices and align their operations with SDGs, whereas smaller chain hotels face significant challenges in adopting sustainability practices and SDG alignment due to a lack of resources and knowledge.

Does investment in employee development encourage proactive behaviors among hospitality staff? A self-determination theory perspective

To date, perception of investment in employee development (PIED) has consistently been linked to numerous pro-organizational behaviors. However, its link to proactive behavior remains limited, especially of those in the hospitality industry. Drawing on self-determination theory (SDT) and broaden and build theory (BBT), this study proposes that PIED is directly linked to taking charge (TC) and innovative work behaviors (IWB), and indirectly through harmonious passion (HP). Based on data from 351 employee-supervisor dyads within a large hotel chain in Malaysia, the findings show that PIED can enhance proactive behaviors by fostering HP as a mediator. It is suggested that both employee development and its perceived value enhance positive work outcomes.

INNOVATIONS IN HOTEL MANAGEMENT: THE IMPACT OF NEW TECHNOLOGIES ON IMPROVING CUSTOMER SERVICE

In today's world, the hospitality industry is undergoing significant transformations driven by innovative technologies that open new horizons for enhancing customer service. Hotel management increasingly relies on digital solutions that improve the quality of services, personalize guest interactions, and refine internal business processes. Among the key technologies transforming the hotel sector, artificial intelligence, the Internet of Things, automation, and big data stand out. Their implementation fosters the effective development of hotels and enhances their competitiveness in the global market. In this context, studying contemporary innovations in hotel management, their impact on the customer experience, and analyzing the challenges associated with implementing cutting-edge technologies is a particularly relevant task for the academic community. This article aims to explore how innovative technologies transform the approach to customer service in hotels, specifically through the examples of hotel chains such as Hilton and Marriott International.

Fetching the ‘exterior’ ‘in’: Effects of an alliance’s collaborative governance and collaborative accountability on hotel innovation performance

From a firm perspective and based on the innovation life cycle approach, this paper has two aims: to examine how collaborative governance (CG) and collaborative accountability (CA) in hotel chains affect innovation performance (IP, i.e., creation, diffusion and evaluation) and to highlight the connections between IP and firm performance (financial, nonfinancial and environmental). PLS-SEM was used to analyse survey data from a sample of managers of international chain hotels in Egypt (n = 126). The results indicate that CA significantly affects IP and firm performance, while CG does not. Moreover, all IP dimensions are significant antecedents of hotel performance at the financial, nonfinancial and environmental levels. This study is one of the few addressing the effects of CG and CA on the innovation life cycle as a higher order construct in the hospitality arena. Accordingly, the final section provides meaningful theoretical and managerial contributions.

Determinants of Financial Efficiency and Performance in Big-Cap Chain Hotels

Chain hotels with $1 billion in market capitalization not only contribute to employment creation and indirectly become a driving force in the regeneration of local economies but also play an essential role in recovering local economies with their high revenue per available room (RevPAR) values. Besides, the financial stability of these hotel chains directly influences the popularity of destinations, resulting in an influx of tourists to nearby regions, which in turn generates an economic contribution to the overall development of the tourism industry. Therefore, the aim of this paper is to determine the financial factors that are affecting the RevPAR (RPR), their role in the industry, and the validity of the agency cost theory of nine chain hotels that have at least $1 billion in market capital listed in U.S. stock markets over the period 2013–2022. The results show that, in contrast to the debt service coverage ratio, receivables turnover ratio, and book value per share variables, the day sales outstanding ratio and current ratio have a negative impact on chain hotels' RevPAR.

Determining the Relationships Between Job Satisfaction, Motivation, and Demographic Factors: A Research on 5-Star Chain Hotels

The study aims to explore the correlation between employee motivation and job satisfaction within the context of the hotel industry. Additionally, it delves into the interplay between demographic factors and motivation/job satisfaction. Utilizing a survey technique, data was collected from 190 employees of a 5-star hotel chain in Turkey in 2013, and ethical approval was not required. Key findings reveal a statistically significant difference in intrinsic satisfaction based on gender. However, no age-related differences were observed in intrinsic, extrinsic, or overall satisfaction. In terms of education, individuals with middle school education exhibited the highest intrinsic satisfaction, while those with primary school education had the lowest. Notably, individuals with tourism-related education reported higher job satisfaction than their counterparts without such education. Furthermore, the study uncovered that married individuals displayed a higher economic motivation average than single individuals. A positive and significant relationship was identified between psychosocial motivation and intrinsic, extrinsic, and overall satisfaction.

A naturalistic observation study to determine the behaviours of customers purchasing à la carte menu service in a hotel chain after Covid-19 pandemic outbreak

A naturalistic observation study to determine the behaviours of customers purchasing à la carte menu service in a hotel chain after Covid-19 pandemic outbreak

Comparison of Integrated Marketing Communication (IMC) Activities of Chain Hotels Specific to Social Media

The study aims to compare the integrated marketing communication activities of leading national and international hotel chain brands in the hospitality industry by examining their social media activities. Accordingly, Türkiye's largest national (n=6) and international (n=6) hotel chains were selected as the research area, taking into account their number of rooms and geographical spread. In this study, Facebook, Twitter, Instagram and YouTube accounts were analyzed. First of all, the accounts used by hotel businesses and their usage characteristics were investigated. The contents of these social media accounts were then analyzed. According to the findings, international hotels conduct more effective Integrated Marketing Communication (IMC) activities on social media compared to national hotels. National hotels, on the other hand, mostly do not prefer YouTube channel but are active on other social media channels. In general, product or service promotion, information/news sharing and special day content are the most preferred content. Product or service promotion is the most frequently shared content. Based on the results, hotel businesses should use social media channels in an up-to-date manner for the activity of IMC activities. This is important for MIMC conditions. At the same time, businesses should provide content criteria holistically.

Engaging in co-creation experiences: the role of affective image and satisfaction

PurposeThis study proposes a conceptual model and aims (1) to understand how co-creation experience influences guest engagement, (2) to analyse the effect of satisfaction and affective image between co-creation experience and guest engagement, and (3) to analyse the effect of guest engagement on behavioural intentions.Design/methodology/approachA questionnaire-based online survey was conducted targeting U.S.-based hotel customers. Developed on Qualtrics and distributed via Mechanical Turk, the survey garnered 465 useable responses from individuals who had visited international chain hotels within the last year. Data analysis was performed using Structural Equation Modelling (SEM) in IBM SPSS Amos.FindingsThe findings revealed significant direct effects of co-creation experience on affective image and guest satisfaction, with guest satisfaction notably influencing guest engagement, and guest engagement directly influencing behavioural intention. However, both co-creation experience and affective image showed minimal direct impact on guest engagement. The study also highlighted the importance of indirect effects and total effects in understanding the dynamics between the constructs analysed.Research limitations/implicationsThe findings revealed significant direct effects of co-creation experience on affective image, with affective image notably influencing guest engagement, and guest engagement directly influencing behavioural intention. Although satisfaction had direct effects on guest engagement, co-creation experience showed minimal direct impact on guest satisfaction and on guest engagement.Practical implicationsThis study advises managers to use co-creation primarily to enrich guest experiences and establish emotional connections rather than as a tool for directly enhancing engagement. It recommends that managers invest in strategies to enhance guest engagement beyond co-creation given the direct link between guest engagement and behavioural intentions, and the minimal direct impact between co-creation, guest engagement and satisfaction.Originality/valueThis study demonstrates that affective image is a pivotal mediator between co-creation experience and guest engagement. The findings provide valuable implications for hospitality practitioners in designing and managing co-creation experiences, emphasizing the importance of fostering a positive affective image in the value co-creation process to attain positive behavioural outcomes.

Cybersecurity Measures Safeguarding Digital Assets and Mitigating Risks in an Increasingly Interconnected World

As interconnectivity and reliance on digital technologies continue to rise exponentially, so too do cybersecurity threats and risks. Malicious cyber actors are employing increasingly sophisticated techniques to target valuable data and disrupt critical systems and infrastructure. The impacts of successful cyber-attacks can be financially devastating and undermine an organization's reputation and customer trust. This paper examines how firms may utilize strong cybersecurity to protect digital assets and reduce risks in a connected society. As technology and communications improve, cyber threats do too. Problems keep popping up. Malware, phishing scams, and data breaches still harm businesses. Hackers can also get in simpler with more linked devices and the Internet of Things. This makes protecting digital assets and systems, networks, and critical infrastructure from sophisticated cyberattacks even more crucial. Cybercriminals can steal data, intellectual property, money, and customer information in many ways. Advanced persistent threats are used by state-backed parties for eavesdropping and geopolitics. Therefore, organizations in all professions and industries must prioritize safety and risk reduction. Businesses may increase their safety with technical, process-based, and strategic cybersecurity solutions, according to the report. This requires strong access restrictions, networks, encryption, software security, and audits. Human aspects like cyber awareness training and a comprehensive plan that matches an organization's risks and resources are considered. A thorough security plan discusses international conventions, following the rules, and using modern technologies. Two case studies demonstrate real-world operations. The first describes how a large retailer stopped a complex APT with numerous defenses. Learn how crucial segmentation, detection tools, incident reaction, and public-private partnerships are. The second one examines a major hotel chain data breach and offers simple measures like strong passwords and vendor tracking to reduce similar dangers. Even if digital adversaries are getting smarter, basic cybersecurity "hygiene." can block many attempts, the report concludes. No organization is totally safe, but following basic rules, laws, and best practices can help protect people, organizations, and governments' assets in today's linked globe. Researchers may investigate how blockchain and AI might lessen hacking risks.

Drivers, barriers and key practices of corporate sustainability strategy implementation in hotels

This paper analyzes the implementation of corporate sustainability strategies (CSS) in hotels, identifying key factors and practices as perceived by middle-managers. Using qualitative methods, we conducted initial and in-depth interviews with owners, top-managers, and 37 middle-managers from various departments of a hotel chain in the Canary Islands. An existing literature-informed CSS implementation framework guided our analysis, revealing nine key factors that act as drivers, barriers, or both to CSS implementation. We identified crucial practices including paper-use reduction, employee well-being, plastic-use reduction, energy efficiency, recycling, water management, air quality, social contribution, food waste management, and green chemicals, noting varying relevancies across departments. Particularly, work-wellbeing, plastic-use reduction, and energy efficiency showed the highest alignment with CSS. Our findings offer insights into the practical application of CSS, underscoring the importance of tailoring department-specific practices to overarching sustainability goals to bolster organizational sustainability strategies.

Hospitality and pet well-being in friendly hotels as a competitive advantage

The contemporary world has increasingly valued well-being, physical and mental health and how certain experiences can contribute to this. In this sense, hotel chains have invested in the pet friendly experience to create a competitive advantage in the face of new customer profiles, who value hospitality and personalization of service. Despite this being an expanding market, hospitality as a competitive differentiator through pet friendliness must be connected to providing customers with experiences that exceed their expectations. It is in this sense that this research aims to analyze whether hotel chains that support pet friendly operate, in this service segment, based on the principles of hospitality. This is a descriptive, qualitative research, carried out by reviewing the literature. The theoretical support was developed based on Guidara (2023), in addition to consulting studies published in the digital repositories Scientific Electronic Library Online – Scielo, Google Scholar and PubVet that bring the perspective of pet-friendly hospitality and its impacts on the hotel sector. With the research it was possible to understand that the concept of irrational hospitality is related to transcending traditional customer service, providing more than expected. It is considered that for the hotel industry, pet-friendly hospitality, following Guidara's (2023) theoretical approach, becomes a competitive advantage, generating a sense of belonging through memorable experiences. However, it was noted that large hotel chains, when offering pet friendly experiences, do not pay attention to the principles of hospitality, missing the opportunity for customer loyalty and competitive advantage.

Sociotechnical micro-foundations for digital transformation

ABSTRACT This paper introduces sociotechnical micro-foundations for digital transformation. The concept highlights how the macro-level capabilities that enable organisations to conduct digital transformation originate from competent individuals, digital resources, and their interactions. In developing the sociotechnical micro-foundation concept, we explored the sociotechnical interactions that facilitated the digital transformation of a Nordic hotel chain and how macro- and micro-level interactions are linked throughout the transformation process. Adopting a sociotechnical perspective helped us shed light on how the synergistic effect of individuals and digital resources interacting in digital transformation enables higher-level outcomes. By developing and theorising sociotechnical micro-foundations, we offer three contributions. First, we propose a concept at the micro level, the basic building block of digital transformation, that ensures the joint consideration of social and technical elements, as well as how to combine them. By showing the interaction between the macro and micro levels, we extend the current knowledge of how organisations develop macro-level capabilities for digital transformation. Second, we contribute to the micro-foundation literature, a body of knowledge that lacks a technical dimension, by demonstrating how interactions between individuals and digital resources are key to understanding what happens at the micro level. Third, we offer practical implications for managers.

Insular Contemporary Poetry in Dialogue: Glocal Alliances Against Mass Tourism

This paper establishes a transnational dialogue between different island spaces impacted by mass tourism and highlights poetry’s contribution to the political reconfigurations of the Balearic and Caribbean islands. Notwithstanding these island spaces’ different historical circumstances, it acknowledges that the tourist industry illustrates crucial historical continuities in each archipelago. The poetics analysed question the pro-growth ideology of the industry, the subservient role of their islands’ political classes that disregard human well-being and environmental sustainability, and put the islands’ survival at risk. This study identifies resemblances in Caribbean and Balearic island spaces’ poetic responses to tourism and recognises local emancipatory alliances that not only bring to the surface shared forms of oppression, but also propose alternatives beyond the (hotel) chains of global capitalism.