Hotel Properties Research Articles

Key preferences of tourists during COVID-19 pandemic in luxury hotels: Evidence from qualitative data

There is a decline in revenue and occupancy rates in the hotels during the pandemic. For the sustainable and long-term recovery of the hotel industry, the guests need to be analyzed for their stay preferences. This study attempts to find the preferred attributes of the travelers visiting the Indian luxury hotels during the COVID-19 pandemic. The research investigated the post-visit experiences from the online reviews published by tourists on TripAdvisor.com. Thematic salience valence analysis and lexical salience valence analysis was used to identify the vital attributes of the hotel industry. The study revealed staff, location, food, hygiene, and rooms as the preferred hotel attributes, in which the coastal locations were highly considered for location based marketing of luxury hotels, and non-compliance of COVID-19 standards and complaints for upgradations in the rooms were the non-recommenders for the luxury hotels. The dashboard-based salience valence zone analysis was used to provide suggestions to the hotel authorities by revealing the significant and critical hotel attributes simultaneously for prompt handling of the issues during the COVID-19 pandemic.

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This study aims to verify how distinct markets evaluate hotels in the Algarve through the analysis of online reviews, in order to identify if satisfaction and dissatisfaction attributes are similar among some of the main markets of overnight stay tourists in the region. Online reviews of hotels in the Algarve, written in English, French as well as Portuguese and posted on Tripadvisor by British, French and Portuguese residents from January 2019 to December 2019 are analysed. After the analysis of 8,596 online textual reviews, the results demonstrated that not only satisfaction and dissatisfaction rates towards hotel attributes differ according to the language, but also that customers from different countries place dissimilar emphasis on hotel attributes. Besides extending the current research on the use of online reviews, the findings of this study also assist hoteliers to identify improvement opportunities. Although many studies on marketing segmentation through data mining have been conducted, this paper analyses the customer satisfaction of relevant tourist markets and suggests up-todate practical implications for hoteliers.

Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model

As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.

A qualitative assessment of hotel employee engagement in anti-human-trafficking initiatives

The hospitality industry is particularly vulnerable to human trafficking crimes. Unfortunately, prior research has not sufficiently tackled this important issue. This study investigates hotel employees’ motivation and engagement in anti-human-trafficking initiatives by conducting in-depth qualitative interviews. A total of 28 hotel professionals, ranging from managers to frontline staff members, who work at both international chains and independent hotel properties, participated in the investigation. Data were analyzed using the MAXQDA Pro 12 package. Results identified five main themes (leadership, organizational system, peer support, technology, and training) consisting of 21 factors that impact hotel employees’ engagement in anti-human-trafficking initiatives. The study findings are valuable to hotel practitioners, policymakers, and society at large in order to help prevent human trafficking crimes.

AN INSIGHT INTO THE DRIVERS OF ELECTRONIC WORD OF MOUTH IN TOURISM

There is a growing relevance for electronic word of mouth owing to the transformation induced by digital distribution of products and services. With the rising consumer trust on electronic word of mouth, one of the biggest challenges faced by companies is to motivate authentic customers to provide useful information in the form of reviews. This study has examined the various factors influencing tourist's intent to engage in electronic word of mouth. The results indicate that, belief in reciprocity has substantial influence on tourist's intent to engage in online word of mouth. The other factors which have an effect are tourist's sense of belonging to the online community and their satisfaction with destination attributes. Factors such as satisfaction with hotel attributes, pricing of hotel services, tourist personality score on extraversion scale and consumer involvement with tourism activity does not show any significant influence. Managers of tourism-based sites and tourism facilities need to focus on building appropriate mechanisms to cater to the underlying factors influencing electronic word of mouth intent to ensure that the sites get sustained contribution.

An insight into the drivers of electronic word of mouth in tourism

There is a growing relevance for electronic word of mouth owing to the transformation induced by digital distribution of products and services. With the rising consumer trust on electronic word of mouth, one of the biggest challenges faced by companies is to motivate authentic customers to provide useful information in the form of reviews. This study has examined the various factors influencing tourist's intent to engage in electronic word of mouth. The results indicate that, belief in reciprocity has substantial influence on tourist's intent to engage in online word of mouth. The other factors which have an effect are tourist's sense of belonging to the online community and their satisfaction with destination attributes. Factors such as satisfaction with hotel attributes, pricing of hotel services, tourist personality score on extraversion scale and consumer involvement with tourism activity does not show any significant influence. Managers of tourism-based sites and tourism facilities need to focus on building appropriate mechanisms to cater to the underlying factors influencing electronic word of mouth intent to ensure that the sites get sustained contribution.

Impact of hotel attributes, service quality and brand image on customer satisfaction among diners at a fine dine restaurant - evidence from India

Impact of hotel attributes, service quality and brand image on customer satisfaction among diners at a fine dine restaurant - evidence from India

Aspect Based Opinion Mining on Hotel Reviews

Users often use online reviews to assess the quality of hotels according to their various attributes. In this study, a sentiment analysis of online reviews has been conducted using 11 predetermined attributes pertaining to hotels. Using this analysis, users’ overall assessments of hotels have been determined and summarized from reviews left for a group of various hotels. To identify words with similar meanings to the 11 predetermined hotel attributes, the Word2Vec method has been employed. Additionally, the FastText method has been used to detect words containing spelling errors. The sentiment analysis of the comments has been made by using three different methods belonging to two different approaches. These methods are: VADER method as dictionary-based approach, BERT and RoBERTa as machine learning approaches. Using these methods, the reviews have been evaluated in three categories as positive, negative, and neutral, and the quality score has been calculated. In addition, a software with a user-friendly graphical interface has been implemented in an effort to easily use all the methods used in this study.

A STUDY ON THE PREFERENCE OF HOTEL BOOKING ATTRIBUTES, POST COVID-19 PANDEMIC

COVID-19 has hit the world at the worst which leads to the loss of both life and economy. The pandemic has also maneuvered the business processes in a different direction. It has also forced the entrepreneurs to think upon their modus operandi for sustaining in the new normal, post-pandemic. The Hospitality & Tourism industry has been hit the most out of the others. Though the recovery from the loss due to pandemic is not that certain as of now, there is a strong belief that the hotel business in the pre and post-pandemic time will be way different as the need prioritization of needs of the customers and their characteristics will witness a shift either for some temporary period or permanently. To cope up with the new normal the hotel owners irrespective of their stature will have to redefine the standard of hotel attributes. So it is very much essential to understand the hotel selection criteria of the travellers in the post-COVID-19 time. For that, a comprehensive scale about finding out the important hotel booking attributes from the traveller’s perspective is the need of the hour. The objective of this research was to explore the most desired hotel booking attributes for travellers. The study was conducted with the travellers in the North Indian region, post COVID-19 pandemic. There were 38 statements on the major attributes of the hotels out of which 8 constructs of hotel attributes were extracted based on exploratory factor analysis and then those were confirmed with the help of confirmatory factor analysis. The major factors which were extracted are namely Hotel Facility & Services, Value for Money, Location, Safety & Security, Automation & Contactless Services, Staff, Cleaning & Sanitization & In-Room Comfort. The extracted factors will assist the management team of the hotels in redefining the hotel booking attributes which will ultimately enhance the guest experience on its implementation in post-COVID-19 pandemic time.

Hotel Choice of Muslim Consumers: Assessing the Unobserved Heterogeneity Among Gender

This paper aims to offer gendered insights on Malaysian Muslim tourist views of hotel choices. This study was designed to look at possible gender disparities in the perceived relevance of hotel attributes in developing emotional bonds with the hotel, that was enhanced by the brand credibility. The signaling theory were utilised to evaluate the relationships among the constructs. To validate the research model and hypotheses, the study used a partial least squares structural equation modelling (PLS-SEM) technique, and 474 Malaysian tourists were recruited to test the assumptions. The empirical results reveal that gender does not moderates the relationship between hotel attributes, brand credibility and brand attachment. Therefore, indicating that there were no differences observed between female and male Muslim tourists in their decision-making style. However, both male and female exhibited disparities in terms of strength on each construct. The findings of this study further provide a valuable implications and reference in terms of theoretical and practical perspective in the tourism destinations context, especially in Malaysia.

The roles of justice climates on high-investment human resource system and unit/individual performance relationships

While there is evidence that high-investment human resource system (HIHRS) use is related to positive behavioral outcomes, our understanding of the underlying mechanism is wanting. Answering the calls for more cross-level human resource management (HRM) studies, we integrate and build on contemporary organizational justice climate research and the extant cross-level HRM research to investigate unit justice climates as novel mechanisms through which unit HIHRS use may advance the performance of units and their members. Adopting a multi-level and multi-source approach, we develop and test a moderated mediation model to explain how unit-level HIHRS use relates to unit and individual task performance. Analysis of multi-source data from 701 managers, 120 food and beverage units and 40 hotel properties of a multinational hotel chain illuminated the mediating influence of unit overall justice climates on the relationships between unit HIHRS use and unit and individual task performance. Moreover, unit procedural and distributive justice climates were found to have positive interactive effects on that performance. The current study’s findings, practical implications, limitations, and avenues for future research are discussed.

Responding to organizational identity change: ethnographic insights from multinational hotel subsidiaries

组织身份改革的响应：从跨国酒店集团的下属公司获得的民族志学的见解研究目的本研究运用了组织民族志的视角来探索跨国公司旗下酒店如何经历由总部主导的计划性组织身份改变。研究设计/方法/途径本研究通过多点民族志方法收集了美国加州六个附属酒店关于组织变化的数据。在三年中本研究收集了多种渠道的数据, 包括：1） 31份关于酒店领导层的访谈资料; 2）100多个小时对职业见习和会议等的观察数据; 3）图片和内部沟通资料。研究发现跨国公司面临来自集团总部标准化和附属子公司本土化的挑战。本研究发现当总部计划对附属公司的员工进行改革的时候, 员工初始的接受或者反对会显著受到组织记忆和附属公司领导层历史的影响。然而, 随时间变化, 财务业绩较强的附属公司会继续奉行新的组织身份计划, 然而财务业绩较差的公司会采取平衡的策略来调节总部期待的愿景身份以及附属公司本身的收益预期。此外, 新冠疫情导致的所有产业停滞的局面也增大了运用组织民族志在酒店管理研究的实践和情绪方面的挑战。研究原创性/价值本文通过引入新的概念——组织身份变革, 以及通过推进关于管理跨国公司组织变化挑战的理解对酒店研究领域做出了贡献。更加重要的是, 本研究为今后的酒店管理研究领域的组织民族志学的研究创造了跳板。

P-098. Motivations for reducing cardiovascular risk after hypertensive pregnancy ([LDQUO]not just doing this for me[RDQUO]): a Blood Pressure Postpartum (BP2) sub-study

An increasing number of travelers like to share their experience and feelings about hotel stays through social media, generating a sheer volume of online hotel reviews. The user-generated comments contain their preferences for different aspects of hotels, which are helpful for hoteliers to improve hotels’ services. The key of deriving customer preferences from online hotel reviews is to identify fine-grained sentiment towards hotel attributes. However, the existing fine-grained sentiment analysis approaches cannot address the implicit aspect-level terms extraction very well, which is necessary to deal with the common situation that some aspects are omitted in the online reviews. To better understand customer preferences, we propose an unsupervised approach for aspect-level sentiment analysis with the implicit hotel attributes into consideration by integrating word embedding, co-occurrence and dependency parsing. A method based on overall sentiment values of hotel attributes is used to measure the customer preferences to support the hotel services analysis. Finally, online hotel reviews crawled from Ctrip.com are used to verify the proposed approach, and the results show that the hybrid approach outperforms the individual included techniques with respect to the sentiment classification performance. The analysis of customer preference for Dalian Bayshore Hotel suggests that the hotel’s facility should be upgraded urgently, and different types of customers pay different attention to hotel attributes, such as price, hygiene, and location.

Deriving customer preferences for hotels based on aspect-level sentiment analysis of online reviews

An increasing number of travelers like to share their experience and feelings about hotel stays through social media, generating a sheer volume of online hotel reviews. The user-generated comments contain their preferences for different aspects of hotels, which are helpful for hoteliers to improve hotels’ services. The key of deriving customer preferences from online hotel reviews is to identify fine-grained sentiment towards hotel attributes. However, the existing fine-grained sentiment analysis approaches cannot address the implicit aspect-level terms extraction very well, which is necessary to deal with the common situation that some aspects are omitted in the online reviews. To better understand customer preferences, we propose an unsupervised approach for aspect-level sentiment analysis with the implicit hotel attributes into consideration by integrating word embedding, co-occurrence and dependency parsing. A method based on overall sentiment values of hotel attributes is used to measure the customer preferences to support the hotel services analysis. Finally, online hotel reviews crawled from Ctrip.com are used to verify the proposed approach, and the results show that the hybrid approach outperforms the individual included techniques with respect to the sentiment classification performance. The analysis of customer preference for Dalian Bayshore Hotel suggests that the hotel’s facility should be upgraded urgently, and different types of customers pay different attention to hotel attributes, such as price, hygiene, and location.

Understanding service attributes of robot hotels: A sentiment analysis of customer online reviews

Robots and artificial intelligence are essential to the future of the hospitality industry, and they are receiving increasing interest from hotel managers and researchers. However, the adoption of robotic services in hotel operations is a challenging task owing to the current level of technology and lack of understanding on the relationship between various aspects of robotic services and customer satisfaction. Moreover, no prior study has examined the service attributes of robots in hotels. To fill these gaps, this study analyzes customers’ sentiments on major hotels employing robotic services expressed through online reviews. A list of robot quality and operational area attributes is first constructed, through which underperforming robot service areas are identified. Sentiments on robotic services have a positive correlation with hotel service satisfaction, which plays an important role in determining the overall satisfaction of customers. The analysis and findings are valuable to researchers and managers for future research and adoption of robotic services in hotels.

Adapting a Presentation-Based Assignment for a Hospitality Management Operation Course

This learning activity outlines the transitioning of a Hotel and Lodging Management undergraduate course from face-to-face to asynchronous format. It describes how topics were converted into sequential learning modules that included short pre-recorded lectures (from the instructor and guest lecturers), discussion questions, activity tasks, quiz questions, and virtual links to hotel properties.

Key attributes of Muslim-friendly hotels’ service quality: voices from booking.com

PurposeOn a global scale, the Muslim-friendly hospitality business has intensified hotel competition. Given the paucity of research on the important service quality characteristics of Muslim-friendly hotels, this study aims to identify the major themes encountered by tourists at Muslim-friendly hotels.Design/methodology/approachThe research used content analyzes (qualitative) to examine 1,250 reviews using Leximancer software. Data were gathered from the online travel website booking.com. The top 10 Islamic hotels according to Crescent ranking were taken into a data set.FindingsQualitative (narratives) analysis showcased nine key themes, namely, “hotel,” “staff,” “food,” “room,” “location,” “pool,” “facilities,” “cleanliness” and “Wi-Fi.” Furthermore, the findings of this study contribute to filling research voids in the literature by distinguishing themes linked with halal hotel “satisfaction” from those associated with “dissatisfaction.”Originality/valueThe findings of this research offer valuable visions into halal-hotel travelers’ overall experiences based on user-generated content and facilitate the identification of the dominant themes linked with a different value for money ratings.

Return on Investments in Hotel Franchising: Understanding Moderating Effects of Franchisee Dependence

Hotel franchising presents a unique network context for investigating inter‐organizational collaboration. Franchisees and franchisors must collaborate closely but face incompatible incentives in allocating financial and human resources to invest in three types of operations: centralized, network‐level operations run by the franchisor; distributed, outlet‐level operations managed by franchisees; and coordinated operations, which use franchisee and franchisor inputs. This study employs a mixed‐methods design to empirically examine the effects of these three types of investments on outlet‐level performance while considering franchisees' dependence on the franchisor for sales. To ground our understanding of the phenomenon, we interview US hotel industry experts, then test the conceptual model with a panel data set of 3500 franchised US hotel properties. We find that franchisee dependence moderates the impact of all three types of investments. Specifically, a high‐dependence franchisee's centralized investments and coordinated investments, and a low‐dependence franchisee's distributed investments are associated with higher levels of outlet performance. We discuss how structural embeddedness drives these effects and explore its implications for service supply chain design and collaborative operations management.

The speed of change and performance risk: examining the impacts of IT spending in the US hotel industry

研究目的科技创新（TBI）在酒店业提高消费者体验的实践中属于首选方法。了解哪些影响消费者接受酒店TBI的因素至关重要。本论文假设, 除了常用的科技接受模型以外, 消费者对科技的态度会影响到TBI接受度。研究设计/方法/途径本论文开发了一个关于对科技的态度作用于TBI的模型, 并邀请受访者观看在一家行业尖端的连锁酒店中采用无钥匙登记流程的VCR, 然后完成调研问卷。本论文采用科技接纳量表TAP来衡量消费者对科技的态度。研究结果科技态度对酒店订房意图, 作为消费者接受酒店TBI接受度的代表, 有很大的影响。然而, 科技态度只通过信任和好奇感两个中介变量来实现订房意图。研究实践启示研究结果提供有用见解, 鼓励酒店通过介绍TBI服务积极增强消费者对科技的态度。研究原创性/价值大多数研究电子商务接受度的文章往往专注在消费者使用产品或服务的态度变化或者情感倾向。相反, 本论文研究消费者对科技的态度作用于消费者接受酒店TBI服务的态度。本论文证明了对科技的态度显著影响了酒店TBI服务接受度。此外, 本论文还提供实践证明采用TAP量表来研究TBI服务的文章。

Effects of faith-based attributes on hotel prices: the case of halal services

PurposeFor more than 40 years, researchers have examined an exhaustive set of attributes as price determinants in tourism and hospitality. In extending this rich research stream, this study aims to propose and empirically assess a new set of hotel attributes, namely, faith-based attributes that allow tourists to continue following the activities and rituals guided by their religions while on vacation.Design/methodology/approachUsing the Bayesian quantile regression for the first time in the field of hotel pricing, the hedonic pricing models examine both internal and external faith-based attributes, namely, halal services, which cater to the needs of Muslim tourists, in a sample of 805 hotels across the top three non-Muslim country destinations (Singapore, Thailand and Japan).FindingsBy exploring the effects of faith-based (halal) attributes available in hotels located in the biggest cities of the above-mentioned destinations, this study provides evidence for the significant role of faith-based (halal) attributes in determining hospitality prices.Practical implicationsThis study’s findings offer a resource for several implications for tourism and hospitality scholars, practitioners and policymakers, especially within the field of Muslim/halal tourism, to develop action plans and strategies.Originality/valueThis study is the first to introduce a novel set of faith-based hospitality attributes and empirically assess their impact on hospitality price formation. Additionally, it contributes to the hedonic pricing method by being the first to use the Bayesian quantile regression.