Hotel Industry Research Articles

The Classification of Hotels in the Context of Sustainable Development Factors: A Case Study of Public Policy in the European Union and Poland

With the growing awareness among entrepreneurs and consumers within the tourism industry regarding the field of sustainable development, it seems necessary to base hotel classification systems on an integrated approach to management quality, including the fulfillment of ecological and environmental criteria. However, this topic has yet to be recognized in the literature, especially concerning the European market. Therefore, this article aims to fill this research gap and indicate how environmental standards have been implemented in the European system of hotel classification—Hotelstars Union (HSU)—and that in force in Poland. With regard to these systems, the differences in the classification criteria taken into account by the certifying organizations in the European Union (EU) and the administrative hotel categorization system in Poland are pointed out. Particular emphasis is placed on the criteria related to environmental management in the hotel industry. The criteria related to environmental management were identified through an analysis of the criteria of eight environmental management systems that are applicable to the contemporary hotel industry. The results of this research prove that, even though the HSU system takes the principles of sustainable development into account to a much greater extent than the Polish system, its primary weakness is that most of its criteria related to the environment are optional. In addition, the optional criteria have higher weights than the obligatory ones. In turn, the Polish classification system makes very little reference to environmental standards. Moreover, it is not detailed, and the assessment criteria are not up to date. Therefore, it is recommended that a greater number of environmental criteria be included in the next update of the HSU system, which should be obligatory for hotels to meet. In addition, the sustainability criteria included in the HSU system should be adapted to the policy system aimed at the hotel industry in Poland and other EU countries.

A Study on Impacts on Working Environment of Employees in the Hotel Industry

A Study on Impacts on Working Environment of Employees in the Hotel Industry

PENGEMBANGAN STRATEGI BISNIS PADA HOTEL XYZ DENGAN ANALISIS MATRIX IFE DAN EFE

The increases of tourist visits in Bali can influence the development of the hotel industry. The significant increase in the number of tourists has caused demand for accommodation services, especially hotels, which has an impact on increasing hotel competition. This research aims to identify and design a business strategy at hotel XYZ through several stages such as IFAS (Internal Factors Analysis Summary) and EFAS (External Factors Analysis Summary) analysis. This research uses a qualitative descriptive method with data collection methods through interviews. Based on the EFAS and IFAS values, the company is in quadrant V with a hold and maintain business strategy. The results of this research provide strategies that can be implemented by XYZ Hotel, namely market penetration strategies and product development strategies.

Changing Foreign Customers Evaluations İn The Hotel Industry Amid The Covid 19 Pandemic: An Investigation On Online Customers Reviews

Customer satisfaction theories suggest that epidemics and pandemics might have an impact on customers' evaluation of hospitality services. The aim of this study is to investigate changing patterns of foreign customers in Sapanca hotels during the COVID-19 outbreak through online customers’ reviews. Sapanca region is a popular destination in tourism in terms of both location and hotel diversity. Customers’ evaluations were taken from TripAdvisor web site, findings were revealed by thematic analysis method and the MAXQDA 24 qualitative analysis program was used in the study. In order to analyze change, foreign customers’ evaluations in 2019 and in 2023 have been taken into account and to detect pre-pandemic and post-pandemic situation. According to findings, new themes have emerged after the pandemic phase and identified ten most discussed topics after pandemic. The study also found that main sources of dissatisfaction have changed. Findings of this study will help hotel managers understand the new trends that have changed after the pandemic.

Seeing isn't always believing: Exploring the influence of misleading photos on consumer responses in hotel industry

This study examines the impact of misleading photos on consumer’s regret, distrust, and anger, leading to negative word-of-mouth communication. Using a scenario-based experimental design, data were collected from 259 participants via Amazon Mechanical Turk (MTurk). The study further examines these interrelationships across leisure and business traveller groups as well as misleading photos posted on hotel’s official website or user-generated content (UGC). Findings reveal significant relationships between misleading photos and negative emotional responses, including regret, distrust, and anger. These emotions, in turn, affect negative word-of-mouth communication, with regret and anger being significant predictors. The multigroup analysis further identifies differences in emotional responses between leisure and business travelers, emphasizing the need for segment-specific marketing strategies. The study's implications highlight the importance of authenticity and transparency in visual marketing to enhance consumer satisfaction and loyalty while minimizing negative emotional responses. The study offers practical insights for hospitality businesses aiming to improve customer experiences and relationships.

Critical Success Factors for Adopting Corporate Social Responsibility in the Malaysian Hotel Industry

Corporate social responsibility (CSR) is becoming more highly regarded in the hotel sector as a strong weapon in promoting sustainable economic development and addressing ethical concerns. Nevertheless, there is a limited knowledge of the notion of CSR in the hotel business, as well as how to effectively implement it. This study seeks to understand the views and recommendations of experts regarding the key elements of that are essential for the effective implementation of CSR in the hotel industry. This study uses the NGT method as the main method of the study. A panel of ten highly skilled Malaysian industry practitioners and academics was convened. The data were descriptively collected and analyzed, and they were weighted according to ranking (1-3, lowest to highest priority) of domain. The rationale for the choices were analyzed thematically. The domain of "financial resources," "top management support," "employees’ education and training on CSR," and " managerial or internal skills on CSR” was recommended as the preferred measure of time period over which the domains were rated. The adoption of these recommendations will help standardize approaches to improving the CSR practices particularly in the Malaysian hotels.

Exploring the Disruptive Digital Technologies (DDTs)in the Metro Manila Hotel Industry Towards an Expanded Business Market Plan

This study integrates disruptive digital technologies into your existing marketing plan, propelling your campaigns to exploring the innovative digital technologies in the Metro Manila Hotel Industry towards an expanded business market plan. Digital technologies encompass a vast array of tools and techniques that leverage advancements in artificial intelligence (AI), machine learning (ML), and data analytics. The organizations reconnect and redesign digital technologies; acquire new skills to innovate, learn, and reshape to progress digital technologies, while digital technologies change the classification of knowledge for productive and innovative projects. The objective of this study is to know the marketing demographics profile such as age, geographic location, educational level, occupation and income that will utilize information that's easily accessible in innovative digital technology; to explore the innovative digital technologies of e-commerce that being used or implemented in the Metro Manila hotel industry, such as: Artificial intelligence (AI), Virtual reality (VR), Blockchain, Internet of Things (IoT) and Hybrid or electric vehicles to use as shuttle or service vehicles; to study the impact on the innovative technologies in the hotel operations; to create market plan can be proposed in the hotel industry using innovative digital technologie; the difference of innovative digital technologies in today's global industry; and the correlation of exploring innovative digital technologies in the Metro Manila hotel industry towards an expanded business market plan. To be specific, innovative digital technologies have the potential to transform the hotel industry.

The Feasibility of Remote Teaching and Training of Hotel Management

Whenever the world faces any unforeseen situation the first area that gets impacted is the academics; due to its nature and stakeholders involved. Generally immediate shutting of academic institutions is called for as a precautionary measure. The situation can be political, social, religious, geographical or biological. The Covid - 19 easily turned into a pandemic from being an outbreak in Wuhan, China. It spread rapidly causing disruptions in all areas of human personal and professional domains. Suddenly situation that we had no clue of was thrown at us. We can’t give in to circumstances; instead we need to plan strategies to handle them. It is not a two – three days affair but something that is going to have a long term impact. Cities went into lock downs, countries sealed their borders. Within cities combat mechanism was being used by the local governments and organisations in turn planned their survival as well as operational strategies. Many people moved temporarily though; from being on site or office workers to remote workers owing to the circumstances of the pandemic. The hotel industry which has traditionally been people - centric had to opt for Work From Home. Covid 19 pandemic has exposed us to many challenges and to deal with them we all are required to exercise safety protocols. As a precaution it became the need of the hour. Like other courses the Hotel Management academics and training are also facing the need to venture into remote teaching and becoming the new entrants into academic cyberspace. All those who didn’t think much of remote teaching - learning earlier suddenly were forced to embrace it, there being no other way. The recent happenings have led to transforming of teaching, learning and training. All academicians have had to innovate and find sustainable practices as students are available and are willing to learn; they may be at different geographical locations though. That missing parameter can be substituted with virtual options using technology; these have been tested and are being used in the last two years with some success. It has shown the possibility and a lot more can be done in this domain. Best available remote teaching and training models were studied and the most suitable for Hotel Management has been recommended. This paper encourages the hospitality educators re - evaluate hospitality education and training needs.

How signal portfolios affect success in equity-based crowdfunding: Evidence from the Chinese hotel industry

While most crowdfunding studies predominantly explore the success factors of reward-based crowdfunding, this research studies the efficacy of composite signal portfolios. Specifically, we investigate how bundles of substantive signals—comprising product- and firm-relevant information—and rhetorical signals—grounded in language-based information—affect the performance of equity-based hotel crowdfunding. By analyzing objective data from 512 equity crowdfunding projects within the Chinese hotel industry, our findings indicate that the combination of product- and firm-related substantive signals, such as price and team size, enhances both the amount and percentage of equity-based crowdfunding. Furthermore, our results unveil that the combination of product-related substantive (price) and rhetorical (emotional appeal) signals significantly contributes to equity-based crowdfunding success. These findings not only contribute to the existing literature on hotel crowdfunding but also offer strategic implications for equity-based crowdfunding managers in the hotel industry.

Navigating the spectrum of service in hospitality: hotel employees’ experiences toward guests with disabilities

ABSTRACT The primary goal of the present study was to investigate the experiences and challenges hotel employees face when interacting with guests with disabilities. The findings of this study, derived from data collected using Reddit’s Application Programming Interface, are not just significant but crucial and timely. Using Structural Topic Modelling and quadrant analysis, 12 topics emerged, each stratified based on topic frequency and sentiment scores. These topics delve into the daily interactions of hotel employees, the emotional and practical challenges they face, and the critical issues within the hotel industry, including disability accommodation, the role of service animals, and the complexities of reservation systems in accommodating special needs. This study also sheds light on the emotional toll accommodating guests with special needs entails on employees, emphasising the urgent need for better training and clear policies to support employees and guests with disabilities. The findings suggest that service interactions can be significantly improved by enhancing disability awareness and accommodation practices.

Nexus between customer relationship management dimensions, customer involvement and customer retention: a mediation analysis in Ghana’s hotel industry

PurposeThis research investigates the role of customer involvement (CINV) in customer relationship management (CRM) dimensions and customer retention (CR) in Ghana’s hotel industry.Design/methodology/approachThis quantitative-based explanatory research obtained primary data via structured questionnaires from 277 hotel customers in Ghana, processed it with SmartPLS4.0 software, and analysed it with structural equation modelling.FindingsCRM dimensions (CRM-based technology, managing knowledge and personalisation of services) and CINV positively affect CR. Also, CINV partially mediates the interactions between the CRM dimensions and CR in Ghana’s hotel industry.Research limitations/implicationsThe study is geographically limited to hotels in Ghana and conceptually limited to three CRM dimensions, CINV and CR. Methodologically, the study was limited to the quantitative approach. However, our outcomes imply that hotels in Ghana that invest in relevant CRM dimensions would improve CR. CRM-CR association can also be improved through CINV.Practical implicationsThe study outcomes imply that when Ghanaian hotels implement the CRM dimensions and foster active CINV, their customers’ retention will improve significantly. Hence, CRM and CINV are prerequisites for enhancing CR in Ghana’s hotel industry.Originality/valueThe study offers valuable contributions to the current literature on CRM, consumer behaviour and hospitality management, especially in a developing economy context. Its novel contribution, the mediating role of CINV, would advance CRM studies in the hospitality sector.

Economic Aspects of Operating Condo Hotels: Qualitative Research in Poland

The aim of the article is to identify the key economic aspects of the operation of condo hotels. The paper considers the Polish condo hotel market. The research hypothesis is as follows: condo hotels are a noteworthy and at the same time risky form of investing spare funds. Three main research methods used in the work are the following: criticism of literature, analysis of existing data and direct interview technique with managers of selected condo hotels in Poland. The results of the study indicate that, in the long term, this type of investment involves a growing and difficult to fully assess uncertainty. This is due to the fact that the hotel market is particularly sensitive to unfavourable changes in the economic environment, economic downturn or unexpected fortuitous or pandemic events. The passage of years and the gradual decapitalization of facilities are also among the factors that increase this uncertainty. The motivation to write the article resulted from the author’s long-term personal scientific interests related to the hotel industry and the revealed cognitive gap in the latest research on the economic aspects of housing, as well as, especially during the war in Ukraine.

Critical Review of Organizational Factors Affecting Employee Well Being in Hotel Industry

Employee well being is very important to encourage positive performance, which in turn will encourage employee behavior. Employee well being is a challenge facing the hotel industry today and the main thing to consider for the hotel industry for b usiness sustainability. As an important industry of service industry, hotel industry has increasingly become an important part of the present stage and the well being of its employees is crucial to the long-term stability and development of the organization Well being research in the service industries, including hospitality, has been growing. Specific studies on well being in the hotel industry in China may contribut e to this trend The well-being of hotel employees in China has been a growing concern in recent years. As the tourism industry continues to boom in the country, hotel employees are facing increasing demands and pressures in their daily work. From this poi nt of view, through sorting out the existing relevant literature and research results, this study seeks insights into organizational factors such as organizational culture, corporate social responsibility, work life balance, high performance work systems t hat may influence employee well being in hotel industry. This research may contribute to the management and organizational studies, provides an opportunity to validate existing organizational behavior and management theories in the context of the hotel ind ustry. The paper may offer insights that can be generalized to other service oriented industries, providing a broader theoretical understanding applicable beyond the hotel sector. This research may enhance employees' work productivity and efficiency, serv ice quality , customer satisfac tion, employee retention rate, reputation and brand value, also may demonstrate corporate social responsibility.

An Examination of Digital Marketing as a Tool to Enhance Customer Engagement in the Hotel Industry: A Case Study of the Western Province, Sri Lanka

Purpose: In the digital age, marketing strategies are crucial for engaging customers. This study aims to evaluate how digital marketing enhances customer engagement in the hotel industry, focusing on Western Province in Sri Lanka. This study's primary objective is to assess the impact of digital marketing to enhance customer engagement in the hotel industry in Western Province, Sri Lanka. The study focuses on the influence of social media marketing, content marketing, and mobile marketing on customer engagement. Design/methodology/approach: This quantitative study analyzes digital marketing's impact on customer engagement using data collected through an online survey with a structured questionnaire. Multiple regression analysis was employed to test three hypotheses and identify key factors influencing customer engagement in the hotel industry. Findings: According to the findings, this research shows the relationship between digital marketing and customer engagement in the hotel industry. Therefore, from this study, social media marketing and customer engagement has positive relationships, Content marketing and customer engagement has positive relationships and finally Mobile marketing, and customer engagement have positive relationships. Originality: The findings offer valuable insights for Sri Lanka's hotel industry, aiding managerial decisions and optimizing digital marketing strategies. The study emphasizes effective marketing strategies, understanding local audience preferences, and the importance of feedback for continuous improvement. Implications: This study offers valuable insights into Sri Lanka's hotel industry, aiding managerial decisions and providing essential tools for digital marketing. It highlights effective strategies and local audience preferences, supports customer segmentation for personalized marketing, and underscores the significance of feedback for ongoing improvement in digital marketing strategies.

Evaluating the Impact of Hotel Classification on Pool Water Consumption: A Case Study from Costa Brava (Spain)

Swimming pools are key assets in the hotel industry. With climate change and water stress, more sustainable pools are needed in tourist areas. The study examines the relationship between hotel categories and the consumption of water in swimming pools in a Mediterranean coastal region facing water scarcity. The study focuses on the Costa Brava, with a focus on Lloret de Mar, a popular tourist destination. The research employs a combination of data analysis and the utilisation of evaporation models in order to estimate the consumption of water by swimming pools. The findings indicate that hotels in the higher categories, particularly those with three or four stars, contribute a notable proportion of the total water consumption due to their larger pool sizes and higher guest numbers. The study underscores the necessity for the implementation of sustainable water management strategies, particularly in the context of climate change. It recommends the utilisation of pool water-saving technologies as potential solutions. Furthermore, the paper highlights the broader environmental impact of tourism infrastructure on water resources and suggests policy measures to mitigate these effects. The research aligns with global sustainability goals such as the European Green Deal and the 2030 Agenda.

ANALISIS PENERAPAN SOCIAL MEDIA MARKETING INSTAGRAM PADA HOTEL HORISON PALMA PANGANDARAN MENGGUNAKAN FRAMEWORK DRAGONS

Hotel Horison Palma Pangandaran is a company engaged in the hotel industry. This research aims to obtain information and a real picture of how to implement the Instagram social media marketing strategy at the Horison Palma Pangandaran Hotel. The research method used is qualitative descriptive which explains descriptively how to implement the Instagram social media marketing strategy carried out by Hotel Horison Palma Pangandaran. The data collection technique of this study is through interviews with 6 informants, documentation and literature studies, source triangulation, and using the DRAGONS framework analysis. The results of this study show that the company in implementing the dimensions of content creation, content sharing, and community building has been running well. Meanwhile, the connecting dimension still experiences several obstacles that can be repaired and maximized by the Horison Palma Pangandaran Hotel.

Green Human Resource Management and Empowerment Potentials in Enhancing Employee Retention in the Hotel Industry

Green Human Resource Management and Empowerment Potentials in Enhancing Employee Retention in the Hotel Industry

Cocreating value with hotel guests in the “new normal”: the case of Spain

Purpose This paper aims to identify the role of coproduction and value-in-use in the overall hotel experience value, and its effects on cognitive-affective satisfaction and loyalty. The country chosen is Spain, in the context of the “new normal,” where the increase in tourist flow after the COVID-19 pandemic has been very relevant, setting up the chance to better assess and discuss value creation in a post-pandemic era. Design/methodology/approach The causal model is validated with partial least squares (PLS) in a panel of 405 hotel guests (applying sampling quotas by sex, age and region). Findings The chain of effects is verified with stronger links at the end and with a greater weight of value-in-use compared to coproduction. Hotels’ efforts to adapt to the pandemic situation work better if a customized, unique experience is offered and if intensive communication is with and not just to the guest. The role of experience value is key for the cocreation to produce results for satisfaction and loyalty. Originality/value This study contributes to the value creation literature by highlighting the respective roles of coproduction and value-in-use as drivers of the satisfaction−loyalty chain, and by introducing the guest’s overall hotel experience value into this chain. This is viewed against the backdrop of the contextual changes that have occurred since 2020 in the Spanish hotel industry. The post-pandemic context “forces” the client to actively participate. Analysis of the implications of this kind of new cocreation on the overall customer experience is relevant for both tourism scholars and managers.

Women’s representation in the hotel industry: An update five and ten years later

The hotel industry was reviewed to compare the percentage of women found in executive positions in 2023 findings to those found in 2012 and 2017 and to explore those changes. Hotel associations/organizations were reviewed and the number of women in executive positions were documented. The findings reveal the number of women in executive positions in hotel and tourism associations in Canada has increased by 24.87% from 2017. In international hotel associations the increase is 8.17% and there was an increase of 12.88% in international hotel companies. Recommendations to increasing women’s representation in the hotel industry are discussed.

The tech revolution in the hotel industry and its impact on organizational citizenship behaviour and employee loyalty in an Indian context

The purpose of this research is to study the relationship between Employee Engagement, OCB & Employee loyalty in the hotel industry of India. The study also explored the role of technology in the hotel industry & how it fosters behavioral changes among employees. It is a quantitative study & SPSS was used for mediation & moderated mediation analysis after conducting CFA using AMOS. The findings suggest that Employee engagement has a positive relationship with employee loyalty & that OCB mediates this relationship. Technology usage acts as a positive moderator between employee engagement & OCB. The study extends the literature on Self-determination theory & social exchange theory. The present study will help managers to understand the importance of technology in changing the behavior of employees & instilling a sense of belongingness in them.