Hotel Managers Research Articles

Examining the role of ambidextrous green innovation and green competitive advantage in stimulating sustainable performance: The moderating role of green absorptive capacity

Hotels’ sustainable performance has become a key issue in tourism. We examine the role of ambidextrous green innovation (GI) and its relationship with sustainable performance, considering the mediating effect of green competitive advantage and moderating effect of green absorptive capacity. Data were collected through a questionnaire survey of Spanish hotels. We utilize variance-based partial least squares structural-equation modelling (PLS-SEM) for analysis. We find that ambidextrous GI significantly impacts the economic, social, and environmental aspects of sustainable performance. Additionally, green competitive advantage mediates the relationship between ambidextrous GI and sustainable performance, while the moderating effect of green absorptive capacity strengthens the impact of ambidextrous GI on environmental performance. However, green absorptive capacity does not significantly moderate the associations between ambidextrous GI and social and environmental performance. To enhance hotels’ sustainability, further investigation into the interaction between tangible and intangible resources and ambidextrous GI is indicated. This study offers valuable insights for hotel management to enhance sustainable performance.

ANALISIS KEPUASAN TAMU: Kualitas Pelayanan Dan Fasilitas Pada D’Senopati Malioboro Grand Hotel Yogyakarta

This study intends to look at how the D'Senopati Malioboro Grand Hotel Yogyakarta's amenities and level of service affect visitors' happiness. Using a sample of 92 respondents, multiple linear regression analysis was used in the research methodology. Guest satisfaction is positively and significantly impacted by the quality of the facilities and services, according to the analysis's findings. It's interesting to note that the degree of client pleasure is more influenced by service quality than by facilities. This discovery could lead to talks about investments and resource allocation in the hotel sector, with a focus on raising service quality. The investigation also emphasizes the significance of favorable reactions to facilities and the difficulties associated with correct information provided by staff members. The research's practical implications offer a strong basis for hotel management to develop a comprehensive plan aimed at maximizing visitor satisfaction through improved amenities and service standards.

Utilizing Static Pricing to Boost Room Revenue in Archipelago International Indonesia Hotels Group

Purpose: This research examines the implementation of static rates to increase room revenue at Archipelago International Indonesia Hotels Group. While the majority of Archipelago International management considers that dynamic rates are more effective at increasing room revenue, the impact of global economic events such as the Covid-19 pandemic, wars, and earthquakes (force majeure) has been underestimated. Static rates can be used to respond to economic downturns induced by these occurrences, which reduce demand. Research methods: This research uses qualitative research methodologies to assess current practices and offer ideal static rate models. It is supported by three concepts and theories: static rates, room revenue, and hotel management. This research also uses tourism economy and revenue management as theoretical foundations. Results and discussion: The findings highlight suboptimal implementation challenges and propose two models at Archipelago International Indonesia Hotels Group: (1) Static Rates Stand Alone: managed by the channel manager for a minimum two-night stay, beneficial for remote or pre-opening hotels, during low occupancy or economic downturns; and (2) Bundle Packages: combining room rates with other services to increase revenue and promote additional facilities. Implication: These models provide consistent pricing, improved forecasting, and increased brand awareness. Implementing these models can help Archipelago International optimize its revenue plans and financial performance.

Catalyzing green competitiveness in hotel and tourism businesses: Leveraging digital dynamic capability and green creativity

The global push for green initiatives is in line with advancements in smart technology. Therefore, this study aims to investigate the impact of digital dynamic capability “organization's capacity to swiftly utilize digital technologies for innovation and adaptation” on green competitiveness in hotel and tourism businesses, considering green creativity as a mediator. Using the statistical program WarpPLS 7.0, the study employed PLS-SEM to examine 333 replies that were provided by middle-level managers of five-star hotels and category-A travel agencies in Egypt. The study revealed that digital dynamic capability positively impacts both green competitiveness and green creativity. In addition, the study found that green creativity significantly mediates the relationship between digital dynamic capability and green competitiveness. The study offers fresh insights into how emerging concepts like digital dynamic capability predict green competitiveness in the tourism and hospitality industries.

Customer Behaviour towards Online Travel Agency (OTA) Services in the Hotel Industry: A Case Study in Doha, Qatar

This research investigates customer behaviour towards online travel agency (OTA) services in the hotel industry using a quantitative design and correlation research method with 139 tourists in Doha, Qatar. 95% response rate is collected and analysed using SPSS software. The results show that service quality, perceived value, and brand loyalty significantly affect customer satisfaction, while customer expectation does not. However, the study finds that customer satisfaction significantly influences customer behaviour toward OTA services in the hotel industry. The study provides practical insights for hotel managers and OTA services to enhance customer experiences by identifying the key factors that drive customer behaviour. Moreover, it contributes to the existing literature on customer behaviour towards OTA services in the hotel industry by identifying the crucial factors that influence customer behaviour.

Technological, organisational and environmental drivers of sustainability in hotels

Purpose: This study aims to analyse the position of 155 hotel managers in Africa and Asia about implementing sustainability practices (SP) focussing their competitive advantage (CA). Sustainability practices and CA are explained through the technology-organisation-environment (TOE) framework within the hospitality, tourism and travel industries.Design/methodology/approach: The Structural Equation Model based on Partial Least Squares (SEM-PLS) methodology was applied to hotels in African countries, including South Africa, as well as Asia. Six variables were analysed in order to study the impact of SP in CA.Findings/results: Findings imply that technological advancements, organisational commitments and environmental considerations collectively foster robust SP in emerging economies. The adoption of eco-friendly technologies (TS), the integration of sustainable policies (OS) and adherence to environmental regulations (ES) collectively contribute to the sustainability goals of hotels.Practical implications: The study reveals that hotels in emerging markets should strategically emphasise the TOE framework to enhance SP and CA. Investing in advanced technologies, implementing effective organisational practices and adhering to environmental standards significantly improve sustainability performance.Originality/value: While the TOE model has been extensively studied across various industries, limited research has explored its application in tourism. This study uniquely investigates how SP can enhance CA in the tourism sector through comparative analysis.

Attitudes of Hotel Managers on Sustainable TourisThrough Green Practices: Case Study Countries of the Western Balkans

Attitudes of Hotel Managers on Sustainable TourisThrough Green Practices: Case Study Countries of the Western Balkans

The Impact of Work Environment and Work Stress toward Turnover Intention at Discovery Kartika Plaza Hotel Bali

The aim of this study is to determine how the work environment and work stress impact turnover intention. The study was conducted at Discovery Kartika Plaza Hotel Bali, with a sample of 79 respondents. Slovin's formula and stratified random sampling were used to collect the sample. Data were gathered through questionnaires distributed to all employees of Discovery Kartika Plaza Hotel. Data analysis was carried out using multiple linear regression analysis, classical assumption tests, t-tests, F-tests, and the coefficient of determination. All these techniques were processed using SPSS version 26 for Windows. The results showed that the work environment variable (X1) and the work stress variable (X2) had a positive and significant partial effect on turnover intention, with a calculated t-value greater than the t-table value, namely 3.243, which is greater than 1.665, and a significance value α = 0.002 < 0.05. This study indicates that the work environment (X1) and work stress variable (X2) have a positive partial and simultaneous effect on employees' turnover intention at Discovery Kartika Plaza Hotel Bali. In other words, the worse the work environment and the higher the work stress, the greater the employees' desire to leave the hotel. Hotel management should pay attention to the quality of their work environment and strive to reduce existing stress in the workplace.

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.

Robots and service delivery in hotels: preliminary insights from co-workers and supervisors

In this research note, we analyze semi-structured interviews with hotel managers and co-workers of robots in Chinese hotel operations. We find that both managers and employees seem to be supportive of delivery robots in their operations, although managers and employees note that delivery robots have substantial limitations. The findings illustrate that management has a laissez-faire attitude toward the incorporation of robots, offering no formal robot training for the employees and establishing no rules about the use of the robots in operations. The findings suggest that hotels are in a ‘Wild West’ stage of the incorporation of robots into operations, where there is enthusiasm about the technologies but little strategic thinking about how such technologies will be implemented to reach organizational goals.

Food Waste Management in All-Inclusive Hotels: An Exploratory Research in Antalya, Türkiye

Food Waste Management in All-Inclusive Hotels: An Exploratory Research in Antalya, Türkiye

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.

Otel çalışanlarının perspektifinden gayri ahlaki müşteri davranışları

Hotels operating for customer satisfaction experience some failures in the service delivery process. It is stated that the failures experienced may be caused by customers violating generally accepted behaviours. Jaycustomer behaviours ranging from theft to sexual harassment have severe effects on businesses, employees and other customers. This study aims to reveal various jaycustomer behaviours encountered by hospitality business employees in contact with guests and the approaches employees use to address these behaviours. In this context, semi-structured interviews were held with 12 department employees interacting with customers in five-star hotels in Kuşadası. The fact that employees working in animation, housekeeping, front office and food and beverage services departments, who have close interaction with customers, are included in the sample reflects the originality of the research. The data obtained was analysed using descriptive analysis. In this context, it has been observed that all department employees encounter jaycustomer behaviours. They commonly exhibit behaviours such as transferring information to their superiors, explaining, apologising and moving away from the environment to solve these problems. As a result of the research, essential inferences were provided to the relevant literature and hotel managers.

Understanding the role of exploitative leadership in inhibiting service innovative behavior: a moderated mediation model

Purpose The purpose of this study was to investigate how and when exploitative leadership hinders hospitality employees’ service innovative behavior. Based on the conservation of resource theory, the authors examined the mediating role of relational energy and the moderating impact of sensitivity to interpersonal mistreatment on this relationship. Design/methodology/approach Two-wave data collection from 54 hotel leaders and 266 subordinates in China resulted in 266 supervisor–subordinate matched data sets. Structural equation modeling analyses were used for data analysis. Findings Exploitative leadership is negatively related to hospitality employees’ service innovative behavior via diminished employee relational energy. Furthermore, employees with high sensitivity to interpersonal mistreatment experience intensified negative impact of exploitative leadership on relational energy and subsequent service innovation behavior. Research limitations/implications Hotel management must recognize and mitigate the effects of exploitative leadership to foster an environment conducive to service innovation. In addition, hotel managers should be attuned to the employees’ relational energy, recognizing its essential role in driving innovative behavior. Originality/value This research contributes insights into how exploitative leadership style impedes employee service innovation behavior. It further illuminates the role of relational energy as a critical mediator in this relationship.

Relationship of Communication, Negotiation and Leadership on the Employee Performance for Sustainable Growth in Hotels

Objective: This research aims to investigate what soft skills affect the performance of employees at Hotels for their sustainable growth in China. Sustainable Development Goals (SDG) 8, promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all. Theoretical Framework: The study’s underpinning theory was derived from the Lippman, Ryberg, Carney and Moore (2015) model of key softskills. Method: This study adopts convenience sampling and analyzes the data from 158 questionnaires distributed through SPSS. The analysis results will find out the more important and useful skills in hotels. This study was conducted at the Guizhou Province, China using online survey. Three soft skills of communication, negotiation, and leadership were tested to be positively correlated with the performance of hotel employees. Results and Discussion: This research also allowed us to identify which soft skills are most important to a team to enable the overall team to succeed. This research can provide a reference for the human resource management of hotels to plan the soft skill development training of employees. More and more companies realize that employees are one of the important factors for the company’s further development. If you want to develop better in the information age, you must have a group of outstanding employees. Therefore, the training plan to improve employee performance is a relatively important work in human resource management. Hard skills are just our visible professional and technical indicators, while soft skills are invisible indicators, and they are also a scale to measure a person's ability to handle things. Research Implications: Academic implication sees the use of Lippman et al (2015) model in underpin the variables related in the study of employee performance and soft skills. Practical implication include to emphasize the role of negotiation skills foe the employee performance. Originality/Value: This study provide insight on the role of negotiation skill in increasing the employee performance in the hospitality industry in China.

Exploring the relationship of green HRM practices with sustainable performance: the mediating effect of green innovation

PurposeThis research has presented a paradigm model to explore the interrelationships among green human resource management practices, green innovation and sustainable performance, demonstrating its suitability within Vietnam's hospitality sector.Design/methodology/approachThe study used a mixed-method approach, detailing the collection and analysis of both qualitative and quantitative data. In-depth interviews were carried out to examine various aspects of green human resource management practices. Following this, PLS-SEM statistical techniques were applied to survey responses to test the proposed hypotheses (N = 574).FindingsThis study identified several less common green human resource management practices, such as green job descriptions and analysis, green performance management, green health and safety, green involvement and empowerment and green discipline management that enhance green innovation and sustainable performance. Notably, the study highlighted the significant impact of green discipline management on green innovation and sustainable performance in the Vietnamese context.Practical implicationsThe study emphasizes that hotel managers in Vietnam should recognize the crucial role of green innovation in effectively implementing green initiatives, as it is a key driver of sustainable performance in hotels.Originality/valueThis study developed a unique framework highlighting green innovation's mediating role. It demonstrates the relationships between green HR practices and environmental, economic and social performance, offering practical insights for hotel and business managers.

Navigating Natural Disaster Disruption in the Hospitality Sector: Insights From the September 8, 2023 Earthquake in Morocco

Purpose: This case study delves into the specific hurdles encountered by hotel managers in Marrakech during and after the September 8, 2023 earthquake, alongside the strategies deployed to tackle these challenges. Moreover, it aims to unravel the intricacies faced by risk claims professionals in processing claims and evaluating risks post-earthquake, aiming to formulate suggestions for enhancing disaster risk management within the hospitality domain. Design/Methodology/Approach: Semi-structured interviews were conducted with 27 hotel managers and five insurance professionals in Morocco, all intimately engaged in handling or alleviating the impacts of the earthquake on the hospitality sector. Thematic analysis was utilized to pinpoint key challenges, responses initiated by hotel managers, and insights provided by risk claims professionals. Findings: The study underscores that the earthquake caused significant operational disruptions and financial strains on hotels, resulting in cancellations, revenue loss, and infrastructure damage. Hotel managers responded with prompt evacuation, safety protocols, damage assessment, and customer communication strategies. Risk claims professionals underscored the significance of comprehensive insurance coverage, streamlined claims processes, and advanced risk modeling techniques to mitigate financial risks and bolster disaster resilience within the hospitality sector. Originality/Value: This study furnishes original insights into the challenges faced by hotel managers and risk claims professionals post-seismic event, illuminating the complexities of disaster risk management within the hospitality industry. The recommendations proposed contribute to the formulation of effective strategies and protocols for navigating similar unforeseen events in the future.

A conceptual framework for exploring the use of a green marketing mix and brand image to attract customers for green services while visiting a hotel: A step toward marketing sustainability

Recently, the application of green marketing strategies to promote marketing sustainability has increased in response to the growing demand for eco-friendly products, Price, promotion, place, and service are all variables that influence purchasing decisions, and the current study aims to confirm this. as the brand plays a significant role as well because it is regarded as the driving force behind consumer attraction in society. For this study, a framework connecting brand image (brand benefits and competence, brand identity, brand personality, brand association, brand attitude, and behavior), the green marketing mix (green services, green place, green price, green promotion), and green purchasing decisions were created to better understand the relationships among these variables. Artificial neural network (ANN) analysis and structural equation modeling (SEM) based on deep learning will be conducted via the new hybrid analysis approach. The research employed a survey of hotel customers in Iraq, Additionally, the researchers conducted structured interviews with a group of hotel managers. The issue of green marketing and how it relates to environmentally conscious consumer choices has received much attention, which has made addressing sustainability a top priority in the hospitality industry, particularly in hotels. In this study, customers were the main focus since their choice is crucial regarding switching to green services. However, a group of these hotel managers were interviewed to validate the findings and establish credibility. The current study was limited since it focused on clients in general, without considering clients from outside Iraq. Future studies can examine the variable of organizational support and the degree of change acceptance among customers.

Effect of environmental attitude on environmentally responsible behavior: a comparative analysis among green and non-green hotel guests in Turkiye

PurposeEnvironmentally Responsible Behavior (ERB) refers to actions and practices aimed at minimizing negative environmental impact through conservation, waste reduction and sustainable practices driven by concern for environmental well-being. This study aims to explain the effect of environmental attitudes of hotel guests visiting green and non-green hotels on their ERB. In the research, hotels with different concepts were handled separately and a comparative analysis was made between both customer types.Design/methodology/approachThe study was assessed using two separate models: one for green hotel guests and another for non-green hotel guests. Data were collected from 205 participants from green hotel guests in Turkiye and 206 participants from hotel guests visiting non-green hotels in Turkiye, using a survey form with a convenience sampling method. The hypotheses were analyzed with the structural equation model and multi-group analysis (MGA) in the Smart PLS statistical program.FindingsThe ecocentric attitude positively affects political and community activism but does not impact recycling, educational behavior, green consumerism or overall ERB. The technocentric attitude negatively influences recycling, educational behavior, green consumerism, community activism and ERB but does not negatively affect political activism. The dualcentric attitude positively impacts all ERB sub-dimensions. The multi-group analysis (MGA) revealed that dualcentric attitudes have a stronger influence on green consumerism, political activism and recycling behavior among green hotel guests compared to non-green hotel guests.Practical implicationsThese findings directly impact hotel managers, underscoring the strategic significance of adopting and advocating green practices. Implementing environmentally friendly initiatives not only appeals to environmentally conscious consumers but also holds the potential to cultivate ERB among all guests. By integrating sustainability into marketing strategies, hotels can communicate their commitment to environmental stewardship, positively influencing guests’ environmental attitudes and behaviors.Originality/valueThe paper’s key contribution is its comparative analysis of ERB between guests at green and non-green hotels. It reveals how tourists’ environmental attitudes influence their hotel choices and behaviors, offering insights into sustainable tourism. Additionally, it explores the differences between ecocentric, technocentric and dualcentric attitudes, enhancing our understanding of how varying environmental concerns shape tourists’ behaviors and choices and contributing to the broader discussion on environmental psychology in tourism.

The future of AI: hospitality and tourism perspectives

ABSTRACT The Hotel Management School Leeuwarden and the European Tourism Futures Institute organised a webinar to discuss and explore how artificial intelligence (AI) will impact the hospitality and tourism industry in the future. The webinar brought together a panel of academics, including Professor Iis Tussyadiah from the University of Surrey, Professor Stanislav Ivanov from the Varna University of Management, and Frederik Jan van der Meulen from Hotel Management School Leeuwarden, to discuss the multifaceted applications of AI in the industry. The speakers shared their insights through a series of presentations, underscoring AI integration’s strategic, economic and sustainability aspects. AI is presented as a critical element in enhancing customer experiences, optimising operational processes, and shaping the industry’s future landscape. The speakers discussed the role of generative AI in improving the industry’s resilience, the economic implications of AI’s integration and the challenges and strategies for sustainable AI adoption. This webinar goes beyond traditional AI debates by analysing AI’s strategic function in future-proofing hospitality and tourism businesses, its economic impact and its role in sustainability. The speakers’ crucial insights can help the hospitality and tourism industry embrace AI, highlighting the delicate balance between innovation, ethics and sustainability. This webinar’s extensive discussion of AI as a tool for efficiency and industry transformation makes it valuable for academics and industry professionals.