Hotel Industry Research Articles

“It takes a lot of sisu to get through it”- managerial experiences of facing adversities during pandemic

ABSTRACTPurposeSisu refers to extraordinary internal strength in the face of adversities. Although originally a Finnish concept, it can be a universally useful concept for studying managerial well-being and performance during difficult or even emergency periods. Previous research on sisu categorizes it into beneficial and harmful sisu and suggests that these two dimensions of sisu are useful when studying determination and resoluteness in crisis situations. This study applies the concept of sisu to examine managers’ well-being in times of crisis.MethodologyInterviews were conducted with 15 managers in the hotel, manufacturing and retail industries in Finland.ResultsThe beneficial effects of sisu seem to dissolve when it is used too often. The study also highlighted the paradoxical tension involved in the decision to stop or continue actions in a difficult situation and contributes to sisu research by discussing collective sisu.ConclusionThe results of this study suggest that beneficial sisu helps to overcome adversity, while harmful sisu causes distortions in thinking that are detrimental to managers. Understanding one’s own tendency towards beneficial or harmful sisu in difficult situations can help in managerial work. Collective sisu is an excellent resource for overcoming difficult situations in workplaces.

Impact of Internal and External Factors on the Purchasing Behaviour of Customers in the Hotel Industry Context: Does 3D-Printed Food Matter?

Impact of Internal and External Factors on the Purchasing Behaviour of Customers in the Hotel Industry Context: Does 3D-Printed Food Matter?

A typology of brand knowledge associations projected in brand-generated signals

Purpose The extensive brand associations research lacks organisation when it comes to the used information cues. This paper aims to systematically map and categorise the brand knowledge associations’ components and develop a typology applicable to any brand. Design/methodology/approach Using the restaurant and hotel industries in four different European cultural clusters as contexts, this work uses well-established systematic qualitative analysis approaches to categorise, code and model pictorial content in two studies. A four-stage sampling process identified Instagram brand-posted signals (photos), 243 from 26 restaurants in Madrid, Paris and Rome for study one and 390 from 29 hotels in Moscow, Berlin and Stockholm for study two. Adhering to relevant guidelines, the manual coding procedures progressed from 246 for restaurants and 231 for hotels initially generated free information coding inductive codes to a theory-informed categorisation. Quantitative analysis complemented the qualitative analysis, revealing the information cues relative utilisation. Findings For both studies, the analysis produced a typology consisting of two high-level and five lower-level brand knowledge association categories, namely: (a) brand characteristics consisting of the brand as a symbol, the brand as a product and the brand as a person, and (b) brand imagery consisting of user imagery and experience imagery. The five lower-level categories comprise of sub-categories and dimensions, providing a more comprehensive understanding of the brand associations conceptual structure relevant to brands operating in any industry. Research limitations/implications Researchers can use this typology to holistically encapsulate brand associations or design projects aiming to deepen brand knowledge association aspects/dimensions understanding. Practical implications Managers can use this typology to portray brands. Some of the identified lower-level categories and/or sub-categories and dimensions are likely to need customisation to fit specific contexts. Originality/value The suggested categorisation offers a solid, comprehensive framework for effectively categorising and coding brand knowledge associations and proposes a new theory in the form of a typology.

Exploring value co-creation strategies to improve e-reputation in the hotel industry: insights from Fez, Morocco

In the context of a rapidly evolving digital landscape, the co-creation of value with customers has gained importance in both academic and business realms, particularly within the hospitality sector. This study aims to analyze the integration of value co-creation strategies to enhance the online reputation of hotels, with a focus on active customer involvement. Using a qualitative research strategy, the study involved semi-structured, in-person interviews with twenty hotel managers from various hotels in Fez, Morocco. Thematic analysis of the interview data, conducted using NVivo 14 software, highlighted the critical role of value co-creation, customer experience, and e-reputation in enhancing hotels’ online reputation. Key sub-themes identified under value co-creation include active collaboration, innovation based on customer needs, and taking into account online comments. Regular online surveys were also significant for gathering customer proposals. In terms of customer experience, themes such as engagement, satisfaction, and perception were prominent. E-reputation management emerged as crucial, with sub-themes including real-time monitoring and response, integrating feedback into improvement processes, adopting advanced tools, and adapting online reputation strategies based on continuous feedback. The results underscore the interconnectedness of customer engagement, experience, and e-reputation. Integrating strategies that consider online comments and adopt advanced tools significantly improves the online reputation of hotels. Conclusions advocate for a cohesive approach prioritizing customer experience and continuous improvement, through innovative technologies and strategic adjustments to meet evolving customer needs, fostering a positive and enduring hotel online presence.

The evolution of creativity: how generative AI is reshaping the hospitality landscape

ABSTRACT This study examines the application of generative AI (GEN-AI) in the hotel industry, using the TOE model to analyze how technological, organizational, and environmental factors influence GEN-AI adoption. Findings reveal that GEN-AI enhances room design, service quality, and marketing innovation, while increasing organizational flexibility and adapting employee roles.

Unlocking knowledge transfer dynamics across borders: key drivers in international strategic alliances

Purpose In today’s swiftly evolving and intensely competitive business landscape, organisations increasingly recognise the significance of cross-border collaborative partnerships. International Strategic Alliances (ISAs) have emerged as effective platforms to foster innovation and gain a competitive advantage. Within the context of the hotel industry, which epitomises international operations, this study aims to investigate the pivotal role of knowledge transfer (KT) in the performance of ISAs. Design/methodology/approach The research framework draws on the influence of technological drivers (TD), organisational drivers (OD) and individual drivers (ID) on successful KT within ISAs. By analysing data from managers and owners of international hotel businesses using Confirmatory Factor Analysis (CFA), this study empirically examines the relationships between these drivers and KT dynamics. Findings Findings highlight the direct impact of these drivers on KT and subsequent alliance performance. However, among these drivers, factors related to TDs, such as Web 2.0, knowledge management systems and IT infrastructure, generally received the highest values. Originality/value This study contributes to international business and knowledge management and sheds light on the intricate interactions between the drivers of KT and ISAs. The insights derived from this study provide a foundation for enhancing strategic alliance practices in a global context. By embracing KT mechanisms, organisations can harness collaborative potential, drive innovation and achieve sustainable growth.

The Influence of Firm Characteristics and Macroeconomic Factors on Financial Performance: Evidence from the Portuguese Hotel Industry

This study examines the determinants of the financial performance of the Portuguese hotel industry. Despite the economic relevance of the hotel industry and financial performance as an indicator of business survival, academic research on the factors that influence it in the context of this industry, particularly in Portugal, is not extensive. This study encompassed a sample of 738 hotel companies from 2016 to 2021, using data from the Orbis database. This research was based on the assumption that a company’s size, liquidity, the tangibility of its assets, and debt level influence financial performance in the hotel industry, as well as the assumption that gross domestic product and consumer sentiment also affect the business success of hotel companies. By applying a panel data methodology, the findings indicate that all variables showed significant influence on financial performance, except liquidity. The analysis also reveals that smaller companies were more negatively affected by the demand decline induced by the COVID-19 pandemic. To improve the financial performance of the Portuguese hotel industry, the findings suggest that policymakers must work towards ensuring diversified sources of financing for the hotel business, such as investment subsidies, so that companies can minimize debt, especially during periods of slow economic growth. Additionally, companies must promote management strategies that enhance self-financing. Both measures could help companies increase their size, taking advantage of good business opportunities to explore economies of scale.

Factors Influencing Hotel Revenue Management in Times of Crisis: Towards Financial Sustainability

(1) Background: Facing the challenges of a post-pandemic period and the Ukraine War and recognising the gap in scientific research on the application of revenue management (RM) in the Portuguese hotel industry, the main objective of this study is to identify the most effective and least appropriate RM practices for use in periods of low demand and crises, reflecting the financial sustainability perspective. The theoretical framework of this study focuses on the main RM practices, grouping them into price and non-price strategies. (2) Methods: A quantitative methodology was employed, collecting information from Portuguese hotels through an online questionnaire, and statistical analysis using Mann–Whitney and Chi-square tests was conducted. (3) Results: Hotels offered discounts during the pandemic, but room rates were reduced during the recovery period. These findings also revealed that commonly used techniques were the best available rate (BAR) and rate fences, particularly during the pandemic. Quality, brand image, strategic partnerships, and marketing actions are recognised as essential. However, loyalty programs, length of stay (LOS) control, rate parity, and bundled services are not commonly implemented despite their importance during periods of low demand. Larger hotels, five-star hotels, and members of international chains applied more RM practices than smaller four-star independent hotels. (4) Originality: This study provides original and valuable insights into increasing hotel revenues and occupancy rates during future periods of low demand, which benefit financial sustainability.

Working with AI: The Effect of Job Stress on Hotel Employees’ Work Engagement

Based on the Conservation of Resources (COR) theory and social support theory, this study focuses on the effects of AI-induced stress on hotel employees’ work engagement and examines the mediating role of psychological capital and the moderating role of perceived organizational support. A sample of five-star hotels in China was selected for the study, data were analyzed, and hypotheses were tested using SPSS 27.0 and Mplus 7.4 software. The results of the study revealed that AI-induced stress had a significant negative effect on work engagement and psychological capital mediated the relationship between AI-induced stress and work engagement. Perceived organizational support moderated the relationship between work stress and psychological capital. Specifically, the higher the perceived organizational support, the lower the negative effect of work stress on psychological capital; conversely, the lower the perceived organizational support, the higher the negative effect of work stress on psychological capital. The greater the negative impact of work stress on psychological capital, the higher the perceived organizational support, and the smaller the negative impact of work stress on psychological capital. The findings of the study not only enrich the research related to AI in the hotel industry but also have certain reference significance for managers in the hotel industry who introduce AI in managing their employees.

Customer Experience and Sustainable Development among Hostels: The Mediating Role of Green Innovation

Purpose: While customer experience (CE) is a crucial marketing concept, the expanding body of research in this area has resulted in substantial fragmentation and theoretical confusion. This is particularly evident in its relationship with other performance constructs. Additionally, little is known about how CE contributes to sustainable development (SD) in the hotel industry. To address the gaps in existing literature and contribute to theory, this study examined how CE influences SD through green innovation (GI). Methodology: It was a quantitative study, employing the cross-sectional design. Data was collected from 197 individuals in leadership/management/supervisory roles in selected hotels in Ghana, using a structured questionnaire. The Partial Least Squares Structural Equation Modeling (PLS-SEM) technique was employed to estimate the hypothesised model on CE, GI, and SD. Findings: The findings showed a significantly positive direct relationship between CE and SD, and indirect relationship through GI. Unique Contribution to Theory, Policy and Practice: The study’s novelty lies in the integration of GI as a mechanism through which CE influences SD. It was demonstrated that to promote green innovation, and then sustainable development, hotels should enhance customer experience. It was thus recommended that hotels in Ghana invest in training programmes for employees to enhance their understanding of customer experience, creating positive sustainable and green practices.

Effectuation Principles as an Entrepreneurial Strategy during a Crisis in the Hotel Industry in Indonesia

The principle of effectuation is a fascinating concept in entrepreneurship that emphasizes a flexible and adaptive approach to business creation. This approach is particularly beneficial in unpredictable contexts, encouraging entrepreneurs to leverage their current resources and networks. The aim of this study is to identify the entrepreneurial strategies employed by boutique hotels, grounded in five principles of effectuation, to navigate a crisis. This study utilizes semi-structured interviews as the primary method for collecting data on crisis management among business owners or senior executives. The respondents in this study comprised ten decision-makers from seven boutique hotels, including owners and top-level management. The findings indicate that boutique hotel entrepreneurs employed effectuation principles as an entrepreneurial strategy during a crisis, enabling the hotels to navigate the challenges effectively. This study's findings will enhance existing research in the hotel sector and elucidate entrepreneurial reactions to crises.

Effects of disability employment on guest perceptions and behavioral intentions in the hotel sector

This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using the propensity score weighting scheme and multigroup analysis. Results reveal that PWD employment in the hotel industry has a positive impact on word of mouth and repurchase intention through the moral decision-making process, specifically progressing from moral judgement to moral obligation, and perceived corporate social responsibility (CSR). These effects remain consistent across different hotel star ratings and whether chain or independent. The findings enhance the literature on equality, diversity and inclusion by identifying the underlying mechanism of how hotel guests respond to PWD employment in the hotel industry, drawing insights from moral psychology and perceived CSR.

Resilience for Sustainability: The Synergistic Role of Green Human Resources Management, Circular Economy, and Green Organizational Culture in the Hotel Industry

This research explores the extent to which Green Human Resource Management (GHRM) practices in the Egyptian hotel sector contribute to the adoption of Circular Economy (CE) practices and, eventually, organizational resilience. Using a sample of 402 employees from green-certified Egyptian hotels, the current study applied Partial Least Squares Structural Equation Modeling (PLS-SEM) on the data collected. The results show the positive effect of GHRM on the adoption of a circular economy that significantly enhances both internal and external organizational resilience. In addition, high Green Organizational Culture (GOC) strengthens the positive relationship of GHRM with the adoption of a circular economy. From this work, some empirical evidence is provided to show that circular economy practices can play a partial mediating role between GHRM and organizational resilience. These findings also present valuable insights for hotel managers and policymakers on how to achieve sustainability and resilience by means of integrated GHRM and circular economy strategies.

The nexus between green human resource management on organizational citizenship behavior in the hotel industry: A structural equation modelling approach

In recent years, awareness of sustainability has increased significantly in the hospitality industry, particularly within the hotel sector, which is recognized as a major contributor to environmental degradation. In response to this challenge, hotel managers are increasingly implementing green human resource management (GHRM) practices to increase Organizational Citizenship Behavior. Considering job satisfaction, and organizational commitment as mediator. A survey was conducted with 383 employees from three- and four-star Egyptian hotels and the obtained data were analyzed using SPSS version 22 and Amos version 24. Structural equation modelling was used to analyze the data. The study revealed that GHRM practices positively impacts Organizational Citizenship Behaviors (OCB), job satisfaction and organizational commitment in addition, the study found that job satisfaction and organizational mediates the relationship between Green Human Resource Management and Organizational Citizenship Behavior. The study found a positive link between GHRM and OCB, partially mediated by job satisfaction and organizational commitment. The recommend that implementation of GHRM practices in the hotel industry can have significant positive implications.

Doing the right thing? The hotel industry's management of, and reporting on, modern slavery

Little is known about the hotel's response to increased legislation on the unethical practice of modern slavery in their operations and supply chains. We examine i) the extent, and quality, of the content of their disclosures and the managerial actions, ii) the communication efforts, through moral legitimacy appeals, and iii) the managerial and disclosure gaps influenced by the UK Modern Slavery Act. Substantive actions dominate. Hotels focus on their direct operations and Tier 1 suppliers, and on isolated risk assessments and due diligence. They omit the victims' perspectives and remedies. By disclosing procedures and structures, hotels demonstrate ‘reasonable effort’ as a proxy for effectiveness in eliminating modern slavery. We advance legitimacy theory, identifying different disclosure behaviors based on either symbolic or substantive actions. We propose two new appeals—Value-based and Personal—relevant to human rights. Reporting turns into a discursive device for moral legitimacy, with implications for policy and practice.

The big fat Indian wedding

Learning outcomes After completion of the case study, students will be able to recall the fundamental concepts of group arrival and the check-in process within the hotel industry; explain the various operational procedures used to enhance a smooth group check-in in hotels; use the steps defined in group check-in procedure to improve service efficiency in hotel operations; and examine and evaluate the optimal solution for a smooth group check-in for hotels. Case overview/synopsis “The Big Fat Indian Wedding” delves into the challenges faced by Hotel Plaza Blu, a business hotel in Pune, Maharashtra, in 2023. A big wedding group was arriving at the hotel, which comprised almost 350 adults and 120 children. Mr Parag Patil, the front office manager, had done all the preparations for group arrival but just one hour before the arrival Mr Suresh Menon, the group coordinator, came and informed that 150 additional guests would be arriving, as the other hotel, where arrangements for these guests were made, had a major electricity generator breakdown and the hotel was in complete blackout. Patil had the challenge of formulating an action plan to achieve a smooth group check-in with the last-minute changes. Complexity academic level Executive development programmes and graduate-level courses in non-profit hospitality and tourism management might benefit from this case study. The operational management courses in the BBA, UG management programmes might all benefit from using this case study. Supplementary materials Teaching notes are available for educators only. Subject code CSS 9: Operations and Logistics.

Predicting guest satisfaction and willingness to pay premium prices for green hotels

Green transformation in the hotel industry represents an undeniable trend yet poses financial challenges, particularly in emerging economies. Expanding on the service quality-satisfaction-behavioral intention paradigm, this study investigates the influences of green emotional attachment, attitude towards green hotels, green image, green practice performance, word-of-mouth, guest satisfaction, functional value, and green experiential loyalty on green hotel premium payment. We collected 573 data points from China using purposive sampling. Partial least squares structural equation modeling was used to analyze the data. The findings revealed the positive effect of attitudes towards green hotels and green practices on guest satisfaction. The findings confirmed a positive correlation between guest satisfaction and willingness to pay a premium price for green hotels. This study also confirms the moderating effect of green experiential loyalty. Moreover, it recognizes gender, age, and income as partial moderating factors. These findings offer valuable insights into green hotel consumption research and assist practitioners in enhancing guest willingness to pay premiums and fostering sustainable industry development. The active implementation of strategies to boost guest satisfaction and willingness to pay premiums can further environmental conservation and support zero-carbon goals in the hospitality sector.

How dark traits and regulatory focus manifest in online hotel reviews: a textual content analysis

ABSTRACT This study seeks to explore how Dark Triad of psychopathy, Machiavellianism, and narcissism interact with consumers’ regulatory focus (prevention-focus and promotion-focus) to influence online consumer reviews in the hotel industry. We conducted an empirical analysis of 1,185,940 hotel reviews from TripAdvisor.com, utilizing the textual content of online reviews and employing Language Inquiry and Word Count analytical tools. The research reveals a multifaceted link between regulatory focus and Dark Triad in online reviews. The results showed that individuals with a promotion focus tend to give higher ratings than those with a prevention focus. Dark Triad significantly influences how regulatory focus impacts online reviews. This study initiates a new academic dialogue on the interaction between regulatory focus and Dark Triad traits within online consumer behavior studies. It provides practical guidance for the hotel industry to refine their management and response strategies by acknowledging the impact of consumer personality traits on online reviews.

Statistical Analysis of Total Quality Management Employees, Customers, Suppliers, and Management Dimensions in Hotel Industries in Jaipur City, Rajasthan, India

With the market competition, hotel industries focus on the quality requirements of customers and the market. To build total quality management (TQM) in the hotel industry value chain, the hotel industries are focusing on the customers, suppliers, employees, and management dimensions of TQM. The purpose of this study is to analyze the priorities of these TQM dimensions or philosophies in hotel industries in Jaipur City, Rajasthan, India. The study adopts a survey approach for identifying the priorities given by the hotel industries to build total quality management in the hotel value chain. The results show that the hotel industries weigh all four dimensions for total quality management. The customers’ dimensions are the first and most important dimension, then management dimensions, then employees’ dimensions, and the suppliers’ dimensions for total quality management in hotel industries. A collaborative strategic approach by the hotel management, involving customers, suppliers, and employees, has to be adopted to design the hotel industry value chain to meet the business sustainability requirements, and customers’ requirements, and to gain the competitive advantage of TQM. The study also highlights that integration of sustainability with the TQM framework is essential for the hotel industry as it enhances operational efficiency and reduces environmental impact. This approach will support long-term profitability and align with increasing customer demand for sustainable practices in the tourism and hospitality sector.

The Influence of Curriculum, Accounting Expertise and Lecturer Competence on Student Work Readiness in the VUCA Era

The occurrence of a phenomenon of rapid change in all industries due to the VUCA era and its impact on the demand for workforce work readiness in the hotel industry is the background for this research. This study aims to analyze the work readiness of students at the Hospitality Accounting Management Study Program (Prodi MAH) at the Politeknik Pariwisata Bali based on the influence of curriculum factors, accounting expertise and lecturer competence. This research is quantitative research where data collection is carried out by distributing online questionnaires using Google Forms to all students of the Prodi MAH. Sampling using a census consists of Prodi MAH 8th semester students, as many as 60 people. Furthermore, the data was processed with SEM PLS using smartPLS software version 4.0. The findings indicated that curriculum and accounting expertise positively, significantly and directly impacted work readiness and indirectly affected work readiness through the mediation of lecturer competence.