Hotel Consumers Research Articles

Hierarchy Analysis of Water Demand Among Hotel Consumers for Water Appliances

Hierarchy Analysis of Water Demand Among Hotel Consumers for Water Appliances

The Impacts of Frontliners’ Physical Attractiveness on Customer Participation in Resort Hotels: A Conceptual Paper Contribute to SDGs

Objective: This conceptual paper proposes a model to identify how resort hotel consumers’ participation intention and appreciation relate to their impressions of service frontliners. By deeper understand consumers participation to promote decent work and economic growth, and sustainable development goals (SDGs). Theoretical Framework: The main concepts and theories underpinning the research are presented, with the Stimulus-Organism-Response (S-O-R) theory serving as the foundation. This paper provides a research framework that investigates the direct relationship between hotel frontliners' physical attractiveness (Stimulus) and consumer participation intention (Response), with consumer appreciation (Organism) acting as a mediator. Physical attractiveness in this study is represented by three dimensions: dressing, health, and facial attractiveness. Method: The conceptual model was developed based on existing theories, through a review of literature from psychology, sociology, and service marketing. Research Implications: The practical and theoretical implications of this research are discussed. This conceptual paper offers a tool for researchers to explore consumer behaviours in relation to service frontliners’ physical attributes. The knowledge exploration will contribute to SDG8, decent work and economic growth. Originality/Value: This study addressed the underlying process between physical attractiveness and consumer participation intention and identified consumer appreciation as a mediator between frontliner attractiveness and consumer participation.

An exploration of factors affecting hotel consumers' health from an ecological systems theory perspective: A meta-analytical study

Consumers are placing increasing importance on their health experiences during their hotel stays. Previous studies have explored the various factors influencing consumer health experiences from multiple independent micro-perspectives, such as hotel environment and service type. In addition to the lack of generalization of influencing factors and outcomes from an overall perspective, existing research also ignores the impact of some important macro variables, such as culture and time. To fill these gaps, this study adopted a meta-analytic approach, guided by the Ecological Systems Theory, and explored based on 44 independent studies obtained from 41 empirical papers with 19,625 participants. The findings of the study indicate that individual factors (e.g. consumer personal assessment, motivation, and personality), microsystem factors (e.g. hotel environment and hotel service), macrosystem factors (e.g. culture), and chronosystem factors (e.g. critical events) all have an impact on hotel consumer health. In addition, this study builds on the findings of existing research to summarise the gaps and shortcomings of this research topic. These findings can help hotels enhance consumer health experiences and promote related research.

Effects of COVID-19 pandemic areas on green hotel consumption: exploring the congruence effect between location and timing

In the post-pandemic era, tourists are increasingly interested in sustainable consumption, particularly focusing on green hotels. Given the ongoing endemic nature of COVID-19, our research explores the effects of tourists’ residential locations, specifically pandemic-affected areas, on their intention to choose green hotels. Drawing on the Protection Motivation Theory, we discuss how and why residential location influences risk perception, which in turn motivates tourists to contribute to environmental protection by opting for green hotels. Results from five experiments suggest that the influence of pandemic areas on green hotel consumption can fluctuate over time. During the initial outbreak, a positive correlation emerges between tourists’ risk perception and their distance from the pandemic’s epicenter. Those residing in marginal areas show greater threat appraisal and stronger intentions toward choosing green hotels than tourists in central areas. However, this relationship is found to reverse during the mitigation and post-pandemic phases. Furthermore, our research reveals that hotels can significantly sway tourists toward green consumption through the strategic use of hope or fear appeals in advertising. These findings enrich the literature on pandemic-related influences on green consumption and offer practical insights for hotel managers and policymakers seeking to promote sustainable travel more effectively in the post-pandemic era.

Consumer Attitudes and Behavior towards Eco-Friendly Hotels in Yunnan Province

Based on the Theory of Reasoned Behavior (TPB) framework, this study deeply explores the attitudes and behaviors of eco-friendly hotel consumers in Yunnan Province. Using a mixed research design, including quantitative questionnaires and qualitative interviews, we analyze the impact of consumer attitudes, subjective norms and perceived behavioral control toward eco-friendly hotels, and the impact of these factors on actual choice behavior. Research results show that consumers generally have positive attitudes towards eco-friendly hotels, but actual choice behavior is affected by multiple factors, including environmental awareness, social expectations and perceived actual control. The TPB framework shows good applicability in explaining consumer attitudes and behaviors, but the influence of other factors still needs to be paid attention to. This research provides important market insights for the hotel industry in Yunnan Province and provides theoretical support for the development of eco-friendly hotels.

Research on Factors Influencing Hotel Consumers’ Health: A Systematic Review and Ways Forward

Research on Factors Influencing Hotel Consumers’ Health: A Systematic Review and Ways Forward

What drives the revisit intention of heritage hotel consumers? A systematic literature review

Purpose – This study explores the determinant factors affecting the revisit intention of heritage hotel consumers and understand the key attributes of a heritage hotel. Methodology/Design/Approach – This paper involves systematic literature review (SLR) using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol to answer the proposed research questions. Findings – The findings indicate a growing trend of this theme in the last five years. In addition, six core attributes of heritage hotels were identified, including location, historic charm, experience, authenticity, ambience, and culture. This review paper also identified several variables, e.g., perceived authenticity, perceived experience, perceived value, brand image, and service quality, as the primary factors influencing the revisit intention of heritage hotel customers. Originality of the research – The results of this study can contribute to the literature of hospitality and tourism literature by determining the key attributes of heritage hotels and the determinant factors affecting revisit intention of heritage hotels. This study also provides valuable insights for hotel managers and marketers to enhance consumer satisfaction and increase revisit rates, which in turn will drive business success in this niche market

Recognizing Hotel Visitors Preferences Based on Service Consumption Level Using K-Means Method

Consumer segmentation is an old issue that remains interesting to study today, given the magnitude of the benefits obtained when consumers can be segmented properly. Marketing cost efficiency is one of the great benefits of this process. Likewise, the effectiveness of marketing activities to maintain customer retention. It is because companies can better identify consumers. Based on the hotel service consumption level, this research could identify consumer clusters based on hotel consumer preferences. Thus, hotel management could target specific types of service promotion better and on target. This research built a hotel visitor clustering model using the K-Means Clustering method to determine customer segments based on the level and type of hotel service consumption. The K-Means model was built based on hotel visitor consumption data for each type of service. Furthermore, the hotel visitor clusters formed were identified by their characteristics. Four consumer clusters were obtained based on the silhouette score analysis, which described the characteristics of consumers in each cluster.

DIFFERENTIATION STRATEGY ANALYSIS IN KAPAL GARDEN HOTEL USING VALUE CHAIN ANALYSIS AND PERCEPTION GAP ANALYSIS

The differentiation strategy analysis carried out in this study aimed to find out what types of differentiation strategies which are applied by Kapal Garden Hotel (KGH) based on Thomson’s, et al. (2022) five types of competitive strategies. As supporting material, the analysis of consumer segments, the factors driving differentiation, and gap analysis were also examined. The gap analysis is used to determine whether there is any gap in differentiation perception between the management and KGH consumers in the company. This research is a descriptive quantitative study in which data collection is obtained from questionnaires distribution. The instruments were obtained from the distinguishing features of Thomson's, et. al. (2022) strategy types, segmentation in the tourism industry according to Bowie, et al. (2016), and the differentiation driving factors which were analyzed using value chain analysis tool. The perception gap analysis was done by comparing the percentage of the results of consumer perception mapping and corporate strategic group mapping. The results indicated that KGH has a tendency to apply broad differentiation strategy which were supported by the results of the KGH consumer analysis which tends to target 3-star hotel consumers widely. KGH differentiated its products to target 3-star hotel consumers rather than specific consumers of certain niches, and perception gap analysis found that there was a perception gap between the management and KGH consumers.

Unveiling the factors shaping consumer acceptance of AI assistant services in the hotel industry: a behavioral reasoning perspective

Technological advancements in automation, artificial intelligence (AI), and robotics have completely changed the service industries, including the hospitality sector. This study aims to investigate the fundamental elements that impact the acceptance (or rejection) of artificial intelligence assistants' services. This research employed semi-structured interviews to gather insights from both individuals who use AI services in hotels and those who do not. Based on Behavioral Reasoning Theory, this study is empirically tested by interviews with intended respondents. This study examines the "reasons for" and "reasons against" using AI assistant services in the hotel. Technology anxiety, privacy concern, prior experience, and task complexity are "reasons against," while performance expectancy, effort expectancy, social influence, facilitating conditions, humanness, social presence, perceived interaction enjoyment, cuteness, and trust are "reasons for." This study found that "reasons against" negatively affect attitude and adoption intention, while "reasons for" positively affect them. Behavioral Reasoning Theory is used for the first time to evaluate Bangladeshi hotel consumers' AI service assistant adoption intentions. As a new technology, AI assistants provide a better understanding of user usage. Furthermore, this study offers essential facts regarding the utilization of technology in the hospitality sector.

Do Visual Perspectives Matter? The “Matching” Between Visual Perspectives and Psychological Distance Improves Hotel Evaluations

The present research explores the interplay of visual perspectives and psychological distance in consumer hotel evaluation. Across three studies, the results indicated that if consumers perceive a hotel to be psychologically distal, they process the hotel information more fluently and consequently evaluate the hotel more favorably when exterior pictures are provided than when interior pictures are available. On the contrary, if consumers perceive a hotel to be psychologically proximal, this effect would be reversed. The effect is driven by a “matching” between consumers’ psychological distance from the hotel (i.e., proximal vs. distant) and the types of information available (i.e., interior vs. exterior pictures) that generates a high level of processing fluency. Our findings provide actionable suggestions for hotel marketing professionals concerning how to display a hotel product with different pictures depending on its specific distance attributes.

Tips and trips: a structural model of guests’ intentions to stay and tip for AI-based services in hotels

研究目的鉴于人工智能领域的快速发展, 酒店业正在部署基于人工智能的系统。为此, 本研究探讨了客人对酒店的信任和与AI相关的性能模糊性对消费者与基于AI的系统互动的影响。最终, 本研究考察了参与度对客人在提供此类系统的酒店住宿意愿和小费意愿的影响。研究方法本研究基于社会认知理论开发了一个概念模型。研究采用在线调查方法, 从美国全国范围的400名酒店消费者中收集数据, 并采用结构方程建模进行数据分析。研究发现消费者的参与度受酒店的信任强烈影响, 但不受与AI相关的性能模糊性的影响。反过来, 参与度强烈影响了消费者在提供此类系统的酒店住宿和给小费的意愿。研究创新随着能够代表消费者做出决策的人工智能（AI）系统在酒店中日益普及, 人们对消费者如何与这类系统互动以及他们的互动是否会产生经济影响知之甚少。这是第一项验证了一个可以解释在自主的基于AI系统的服务下住宿和给小费意愿的模型的研究。

Menghubungkan Pengalaman Pelanggan, Kepuasan Dan Loyalitas Dengan Kekuatan Dan Kinerja Merek Di Bangka City Hotel

The COVID-19 pandemic has had a significant impact on the decline in hotel consumption levels. To survive and compete in the market, hotels must be able to maintain their brand strength and performance. This study aims to determine the relationship between customer experience, customer satisfaction, and customer loyalty on brand strength and brand performance in the hospitality industry. The focus is on the importance of the role of the three consumer constructs on brand value. This paper uses a descriptive research design and quantitative approach where data collection is done by distributing online questionnaires to respondents through Google Forms. The selected population is tourists who have stayed at Bangka City Hotel in Bangka Belitung, with a sample size of 170 respondents. The results showed that from the customer's point of view, customer experience has an impact on customer satisfaction which affects customer loyalty. In addition, customer loyalty is a factor that affects brand value, including brand strength and performance. Therefore, customer loyalty is a strong predictor of brand value in the hospitality and tourism industry. By strengthening this area, companies will have great resources and opportunities to build brand strength and brand performance. customer loyalty is a strong predictor of brand value in the hospitality and tourism industry.

The Influence of Pro-Environmental Behavior, Lifestyle and Eating Behavior of Consumers on Food Waste and Loss Prevention Behavior Mediated by Environmental Awareness of Star Hotel Consumers in Padang City

This research aims to determine The Influence of Pro-environmental behavior, Lifestyle and Eating behavior of Consumers on Food waste and loss prevention behavior Mediated by Environmental Awareness of Star Hotel Consumers in Padang City. This research is explanatory research. The population in this study were all hotel guests who stayed and ate at star hotel restaurants in Padang City, with a sample size of 200 people. The sampling technique used purposive sampling technique. The data analysis method uses Structural Equation Modeling - Partial Least Square (SEM-PLS). The results of this research show that pro-environmental behavior has a negative and significant effect on food waste and loss prevention behavior. Meanwhile, lifestyle has no effect on behavior to prevent food waste and loss. then eating behavior and environmental awareness have a positive and significant effect on food waste and loss prevention behavior. However, after being mediated by environmental awareness variables, pro-environmental behavior and lifestyle had no effect on food waste and loss prevention behavior which was mediated by environmental awareness. Meanwhile, eating behavior has a positive and significant effect on food waste and loss prevention behavior which is mediated by environmental awareness. It is hoped that the results of this research will increase efforts in providing knowledge and awareness about these factors so that they can have a positive impact on food waste and loss prevention behavior, by conducting educational and counseling campaigns about the importance of pro-environmental behavior, environmentally friendly lifestyles, eating behavior. good practices, and environmental awareness in reducing food waste and loss.

From screen to service: how corporate social responsibility messages on social media shape hotel consumer advocacy

ABSTRACT This research attempts to investigate corporate social responsibility (CSR) and consumers’ advocacy behavior (CAB) association in the hotel services sector of a developing economy. Furthermore, this study explores how hotel consumers’ emotions and values mediate and moderate their CAB. This is accomplished by introducing two mediating variables, consumer happiness and warm glow, and altruistic values as a moderator. The data were obtained from hotel consumers with the help of an adapted questionnaire. The structural analysis indicated that CSR communication on social media by hotel services organizations positively predicted CAB, while consumer happiness and warm glow served as mediators to explain this relationship. Our results also confirmed the moderating effect of altruistic values. Several theoretical and practical implications can be drawn from this study. For example, our study highlights the important role of social media as an effective medium to communicate CSR-related information with hotel consumers to bolster their advocacy intentions.

Unveiling the dynamics between consumer brand engagement, experience, and relationship quality towards luxury hotel brands: Moderating investigation of brand reputation

Although insights into consumer-brand-engagement (CBE), experience, and relationship quality are recognized as significant research priorities, limited remains recognized about the dynamics of these, and individual/organizational factors, as therefore, investigated in this research. Employing resource-based-view and relationship-marketing-theory, we develop and test a theoretical model that unveils the effect of organizational-related factor (e.g., service environment) and individual-level factor (e.g., consumer-brand-experience) on CBE, which have consequent impact on brand-relationship quality and brand equity with luxury-hotel brands. To examine these matters, we analyze a sample of luxury hotel consumers by deploying structural-equation-modelling. First, advocated that service environment and consumer-brand-experience positively impacts CBE. Second, findings revealed CBE’s positive influence on relationship quality and equity. Third, results confirmed the mediating effect of CBE among the anticipated links. Finally, brand reputation is revealed to moderate the relationship of these factors. Our study offers key theoretical/practical implications in developing CBE, experience, relationship quality, and equity for luxury-hotel brands.

Sharia hotel preferences among tourists in Bogor City: Factors and insights

Purpose: The objective of this study is to examine the factors influencing consumer demand for Sharia hotel services in Bogor City and their characteristics to provide invaluable guidance for related parties. Research Methodology: This study employs descriptive and multiple regression analyses using data collected from Sharia hotel consumers in Bogor City using a convenience sampling technique with 59 samples. Results: The results show that consumers of Sharia hotels in Bogor City use conventional hotel services more often than Sharia hotels. The factors influencing tourists’ use of Sharia hotel services in Bogor City are the relative prices of Sharia hotels to conventional hotels, knowledge, religiosity, service quality, and facilities owned by Sharia hotels. Limitations: The study is geographically confined to three specific Sharia hotels in Bogor City: Sahira Hotel, Sahira Butik Hotel Bogor, and Sahira Butik Hotel Pakuan, which may not be representative of sharia hotels in other regions. Contributions: Offers insights into consumer behavior in Bogor City's Sharia hotel sector, aiding future business and policy decisions in halal tourism.

Sharia hotel preferences among tourists in Bogor City: Factors and insights

Purpose: The objective of this study is to examine the factors influencing consumer demand for Sharia hotel services in Bogor City and their characteristics to provide invaluable guidance for related parties. Research Methodology: This study employs descriptive and multiple regression analyses using data collected from Sharia hotel consumers in Bogor City using a convenience sampling technique with 59 samples. Results: The results show that consumers of Sharia hotels in Bogor City use conventional hotel services more often than Sharia hotels. The factors influencing tourists’ use of Sharia hotel services in Bogor City are the relative prices of Sharia hotels to conventional hotels, knowledge, religiosity, service quality, and facilities owned by Sharia hotels. Limitations: The study is geographically confined to three specific Sharia hotels in Bogor City: Sahira Hotel, Sahira Butik Hotel Bogor, and Sahira Butik Hotel Pakuan, which may not be representative of sharia hotels in other regions. Contributions: Offers insights into consumer behavior in Bogor City's Sharia hotel sector, aiding future business and policy decisions in halal tourism.

When are vivid hotel photos effective? The moderating effects of resource scarcity and brand level

Despite the wide use of photos on brands’ social media accounts and hotel websites, limited attention has been paid to how color saturation levels of photos affect hotel consumers’ purchase decisions. Drawing on the congruency framework, the current research examines the interaction effect between color saturation level and consumers’ consumption goal on purchase intention. Specifically, this research uses consumers’ subjective level of resource scarcity and brand level as the moderators. Findings from three experimental studies demonstrate that hotel photos with high (vs. low) color saturation can enhance advertising trustworthiness when consumers perceive a low (vs. high) level of resource scarcity (Study 1) and when they are visiting a luxury (vs. mid-scale) hotel (Study 2A & 2B). Hotel marketers may optimize the color saturation level of their property photos based on the profile of their target consumers and mid-scale vs. luxury level.

HUMAN vs. ROBOT: THE APPLICATION OF SMART TECHNOLOGY IN THE HOTEL INDUSTRY

The current use of robotics, artificial intelligence, and service automation (RAISA) illustrated that innovation developed very quickly and had an enormous impact on how consumers use tourism services. This study aimed to determine how tourism and hospitality employees dealt with the pandemic, particularly when implementing the protocol called physical distance in the new normal era. This study also intended to discover our hospitality industry's readiness to confront a new normal era by applying technology to serve guests. This study conducted semi-structured interviews with 15 stakeholders. The findings indicated that the government and hotel management exploit this occurrence to enhance service quality, explicitly emphasizing hotel consumer comfort and safety. It was posited that the issues associated with the interaction between humans and robots extend beyond budgetary considerations, readiness, and maintenance. A crucial aspect to consider was robots' potential replacement of service uniqueness, particularly in developing countries. Integrating robotics and artificial intelligence (AI) inside the hotel industry may need to reevaluate the hospitality and tourism education curriculum.