Star Hotels Research Articles

Measuring Hotel Financial and Non-Financial Performance in Thailand: The Application of Technology-Organization-Environment (TOE) Framework

Guided by the Technology-Organization-Environment (TOE) framework, the current study aims to test the impacts of organizational factors, technological factors, and environmental factors on the financial and non-financial performance (or goals) of hospitality firms. Unlike several empirical studies in the past, this study attempted to compare the effects of these factors on financial and non-financial performances. The authors proposed the contributions with clearer and more specific recommendations and a greater understanding of how managers can improve and adjust their strategic plan and implementation to achieve long-term firm performance. The data analysis was structural equation modeling. Prior to the data analysis, reliability and validity tests were conducted to certify the quality of the data. After screening the data carefully, based on 350 hospitality firms in Thailand, including 3–5-star hotels in Thailand representing all parts of the country, the results indicated that organizational factors and technological factors had significant effects on both financial and non-financial performance. The environmental factor demonstrated no significant effect on financial and non-financial performance. Moreover, for the theoretical contribution, this study provided empirical research by applying the TOE framework in the context of the hospitality industry, presenting that organizational factors and technological factors had significant impacts on the firm performance. Discussion with the past literature provided deeper insights into the findings. Research conclusions and practical recommendations were also provided.

Dampak Work life balance dan Lingkungan Kerja terhadap Kinerja Karyawan

Hotel Santika is one of the 4-star hotels in Malang City, and is a favorite hotel in Malang City. Employee performance can be influenced by work life balance and work environment. The data collection technique used a questionnaire given to all employees of the food and beverage department. The analysis technique used in this study was multiple linear regression testing and hypothesis testing. The results of this study are that there is influence between work life balance on employee performance, but the work environment does not have a significant effect on employee performance. This means that employees who work in the food and beverage department of Hotel Santika Premiere Malang have a balance between work life and personal life

Service quality, customer sentiment and online ratings of beach hotels: an analysis of moderating factors

PurposeThis study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.Design/methodology/approachThe study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.FindingsEight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.Practical implicationsHotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.Originality/valueThis study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.

PENGARUH SISTEM INFORMASI AKUNTANSI MANAJEMEN, MOTIVASI KERJA, DAN KEPUASAN KERJA TERHADAP KINERJA MANAJERIAL

This study aims to see the effect of management accounting information systems, work motivation, and job satisfaction on the managerial performance of managers and supervisors who work at hotel service companies in the city of Bengkulu. This study uses a quantitative approach. Respondents in this study are managers and supervisors who work in five-star hotels in Bengkulu. The sample selection in this study using purposive sampling. Sources of data in this study using primary data with a questionnaire. Data analysis using multiple linear regression analysis using the SPSS program.The results of this study indicate that there is a positive effect of management accounting information systems, work motivation, and job satisfaction on managerial performance, which means that the better the application of management accounting information systems, providing work motivation, and job satisfaction can improve managerial performance.Theoretically, the results of this study support the contingency theory which states that in carrying out their duties, managers need conformity to be able to implement a particular strategy. Contingency theory is a theory that is used as an analysis tool for forms and systems of management accounting, work motivation, and job satisfaction that are useful for providing information to companies, one of which is information to be able to face competition.The limitation in this study is the reduction in the sample because most of the hotel service companies in the capital city are temporarily closed, thus narrowing the results of this study to the number of samples that do not include all hotels in Bengkulu City.

Linking Transformational Leadership and Green Innovation Via Employee Performance

Abstract The main purpose of the existing study is to present the mediating influence of employee performance on the relationship between transformational leadership style and green innovation. This study conducted in the hotel sector in Amman, Jordan, where exploratory studies related to the hotel sector are limited. A total of 20 five-star hotels in Amman were involved in the research sampling process, targeted respondents were employees with titles below supervisor level (rank-and-file) were those employees who provide the services and are in direct contact with customers, and a simple random sampling was utilized to gather the data, 359 employees participated in this study, and survey form was sent to heads of departments at the targeted hotels to help in the distribution process. The data was analyzed using Smart-PLS software. The results showed a partially positive mediation of employee performance among both constructs of individualized consideration and intellectual stimulation of green innovation in the hotel sector. Moreover, these results proved the power of the relationship between employee performance and the adoption of green innovation. The current study contributes positively to the area of hospitality industry studies and its related activities. It provides better insights for hotel leaders on improving the adopted leadership styles, leading to outstanding employee performance, and green innovation to sustain market competitiveness and provide exceptional and innovative services for a better hospitality industry.

Brand Building in a VUCA Environment: A Study based on Star Hotels in Sri Lanka

The business world is becoming more unstable than ever before where organizations all over the world are influenced by the VUCA environment. Accordingly, the business organizations are required to devise and implement strategies to deal with the disruptions generated by the VUCA environment. Particularly, the tourism and hospitality industry are more sensitive towards the instable environment and the organizations in this industry need to be more responsive for sustaining their growth and survival. Hence, the purpose of this study is to explore the influence of VUCA environment on brand building and responses taken by the high-end star class hotels in Sri Lanka. Researchers have used a qualitative research method and particularly the multiple case study approach in conducting this study. Accordingly, the data was collected using in-depth semi-structured interviews, images, and company documents and the data was analyzed using the generic qualitative data analysis method consists of coding, sorting, synthesizing and theorizing. The findings of the study highlighted the challenges encountered by the hotels in sustaining their brand during a VUCA environment, including threat for customer relations, challenges for internal operational activities and insufficiency in employee talent. The study also identified the strategies used by these hotels to sustain their brand, including innovations for sustaining the brand, novelty in marketing for enhancing customer experience and enhancement of stakeholder wellbeing.The findings imply that hotels are required to focus on innovations while addressing the needs of stakeholders by being more resilient towards the influences from VUCA environment.

Analysing the potential of open hotel review databases for IEQ assessment: a text mining approach

ABSTRACT Indoor Environmental Quality (IEQ) significantly affects occupants’ well-being and comfort. Assessing IEQ typically involves post-occupancy evaluation (POE), a method that can be time-consuming and particularly challenging in hotel settings, where guests may be disrupted by frequent requests for feedback. Hence, this paper investigates the capability of text mining to extract valuable information for IEQ assessment, such as identifying the main causes of IEQ dissatisfaction, detecting combined occurrences of IEQ aspects, and exploring the relationship between IEQ dissatisfaction and hotel attractiveness. To this aim, the study analysed 1494 five-star hotels in Europe, comprising 515,738 reviews. Among them, 13.1% contained references to keywords related to IEQ aspects. The major cause of dissatisfaction in hotels is acoustic (42.7% of the reviews), followed by thermal (35.7%), visual (11.1%) comfort, and IAQ (10.5%). Additionally, 9580 reviews demonstrated the co-occurrence of multiple IEQ aspects, highlighting the interplay between different aspects. Furthermore, the reviewer score, reflecting the hotel’s attractiveness, showed an inverse relationship with the percentage of dissatisfied guests regarding IEQ, highlighting the impact of the indoor environment on the hotel rating. Overall, text mining is effective in supporting IEQ assessment and the study underscores the effect of addressing IEQ aspects on a facility's overall appeal.

Online content analysis between bike related attributes and review content in case of Budapest

Active tourism, in our case bicycle tourism has been a proof of health benefits as well as responsible, sustainable way of transport. As tourist move around to see sights as well as gather experiences, this is a way to be efficient and green effective. This study aims to investigate bicycle tourism in cities, especially focusing on decision making as a bicycle tourist, when it comes to online bookings system, focusing on choosing a hotel. Method: we have used the several methods to analyze the reviews and ratings of hotels on Booking and TripAdvisor. We used hotels from Budapest only, focusing on bicycle tourism within the city. We investigated if there was any demand for bike related services when it comes to booking online. Our results show that there is significant relationship between choosing a hotel and the relevance of bike related services of the accommodation; however, it might not be the primarily decision making, and also following our hypothesis, online travel agents do not offer full package for bikers.

Hotel Service Quality: The Relationship of Responsiveness, Reliability, and Tangibility on Customer Satisfaction in 4-Star Hotels in Kuala Lumpur, Malaysia

Despite the growth of 4-star hotels in Kuala Lumpur, shifting customer preferences and trends have led to a lack of understanding of how service quality significantly influences customer satisfaction in this segment. This interval can lead to inadequate service strategies and negatively impact hotel competitiveness. Therefore, this study aims to examine a significant relationship of specific service-quality dimensions on customer satisfaction in the 4-star hotels in Kuala Lumpur. Nevertheless, this study specifically focuses on Responsiveness, Reliability, and Tangibility as the key variables. An online questionnaire has been adopted and disseminated to the respective respondents who have stayed in or visited a 4-star hotel in Kuala Lumpur. The SPSS Version-27 software has been used to tabulate a total of 401 collected responses. Findings show a significant, positive correlation from all the three service-quality dimensions with Reliability as the most significant dimension that associates with Customer Satisfaction. These findings suggest that customers are most satisfied when they experience reliable and professional service from the staff, who consistently deliver on promises, handle problems effectively, adhere to schedules, and ensure the confidentiality of customer data. Insights from this study could provide valuable information, especially to hospitality businesses, in offering a deeper understanding of service quality and how to consistently enhance the services they offer.

Reflections of Chinese character culture in nomenclature: A quantitative linguistic and geolinguistic examination of five-star hotel names in China

This study investigates the names of 801 five-star hotels across the Chinese mainland, quantitatively analyzing syllable length, geographical names (city and province names), and common terms within six regions and thirty-one provinces. The research aims to elucidate the lexical characteristics evident in the names of these luxury hotels from a geolinguistic perspective, thus offering insights into China’s linguistic culture. The analysis revealed that the prevalence of five-star hotels correlates significantly with economic size and geographical location. Notable regional differences were observed in the usage of syllable counts and geographical names, with marked distinctions between the north and south, and more subtle variations between the east and west. The employment of city names was particularly prominent. The term jiudian 酒店 emerged as the most frequently used common term, especially in the Central South and Northwest, while fandian 飯店 was more commonly used in the Southwest, North China, and Northeast. Additionally, a diverse array of common terms characterized the nomenclature in the East China region.

The Impact of Digital Marketing and Brand Awareness on Purchasing Decisions with Brand Image as an Intervening Variable at 3-Star Hotels in Makassar

Abstract Background: Research on Digital Marketing, Brand Awareness, and Brand Image is necessary to determine which indicators most effectively influence consumer purchasing decisions. Previous studies have shown varying results, underscoring the importance of revisiting these variables. Differences in indicators for each variable, as well as the specific context of 3-star hotels in Makassar, contribute to the uniqueness of this research. Methodology: The population for this study includes guests staying at 55 3-star hotels in Makassar. The sample size, determined using the Isaac & Michael method, is set at 349 respondents. The research employs a descriptive quantitative approach and statistical data analysis. Data collection is conducted through surveys using questionnaires. Data analysis techniques include path analysis, with stages involving Outer Model Testing, Goodness of Fit Model Testing, and Inner Model Testing using Smart PLS. Findings: Brand Awareness has a positive but insignificant effect on Purchasing Decisions. Digital Marketing has a negative and insignificant effect on Brand Image. Digital Marketing has a negative and insignificant effect on Purchasing Decisions through Brand Image. Conclusion: Brand Awareness can impact purchasing decisions, although the effect is not significant, and Digital Marketing does not significantly affect either purchasing decisions or brand image. Therefore, 3-star hotels should improve their Brand Image and Digital Marketing performance and consider other variables and strategies to build a strong and positive brand image in the eyes of consumers. Keywords: Digital Marketing, Brand Awareness, Brand Image, Purchasing Decisions, Star Hotel

How Job Satisfaction in Mediation the Effect of Organizational Justice on Job Satisfaction Hospitality Indonesia?

Organizational justice that is not fulfilled in an organization will cause employee dissatisfaction and affect people's performance. The research examines and analyzes the perception of organizational fairness, job satisfaction, and performance in star hotel employees. The study was conducted on operational employees at 12 4- and 5-star hotels with 275 respondents. They are using data collection techniques through stratified random sampling. Data was collected using a questionnaire with data analysis using the PLS method. Organizational fairness has a direct and significant influence on job satisfaction. Path analysis shows that organizational fairness has a direct influence and significant on performance. Job satisfaction has a direct influence and significant on performance. Job satisfaction mediates organizational justice with employee performance. The company should thoroughly evaluate its related policies by reviewing the payroll policy.

A Study on the Impact of Rapport-Building Behavior, Relationship Quality, Switching Barriers, and Loyalty in Five-Star Hotels Restaurant - The Mediating Effects of Relationship Quality and Switching Barriers -

A Study on the Impact of Rapport-Building Behavior, Relationship Quality, Switching Barriers, and Loyalty in Five-Star Hotels Restaurant - The Mediating Effects of Relationship Quality and Switching Barriers -

Analysis of potential guests’ subjective perception of 5-star hotel weddings in the unmarried era: application of Q methodology

Analysis of potential guests’ subjective perception of 5-star hotel weddings in the unmarried era: application of Q methodology

Psychological Capital and Innovative Behavior: Examining the Mediating Role of Organizational Support

This study examines the influence of psychological capital on innovative behavior of managerial level employees of star rated hotels in Kathmandu valley emphasizing the mediating role of organizational support. To achieve the stated objectives, descriptive and casual comparative research design was used. The data were collected from the primary source using a structured questionnaire administered through convenience sampling technique. The respondents comprised 205 managerial level employees working in different departments of star hotels in Kathmandu, Nepal. The Process macro 4 Hayes, (2022) was used for analyzing the structural relationships among the constructs. The findings reveal that psychological capital has no significant effect on innovative behavior of employees. Furthermore, the study finds that organizational support mediates the relationship between psychological capital and innovative which may be achieved by providing resources, encouragement, and a conducive environment. This study highlights the mediating role of organizational support to enhance the innovative behavior of employees. The outcomes of the study explore how organizational support mediates the relationship between Psychological Capital and innovative behavior, providing new insights into the mechanisms that drive innovation in the workplace. The findings can help managers fostering strong organizational support which significantly enhance the innovative behavior of employees. Managers should focus on creating a supportive work environment that nurtures employees' psychological capital to drive innovation and maintain a competitive edge. To enhance the generalizability of this research, it would be beneficial to include a larger sample size, particularly from larger companies. Expanding the study to include international perspectives and utilizing a mixed-method approach could also provide deeper insights to the study

Peran Brand Image dan Social Media Marketing dalam Repeat Purchase Pada Media What’s New Bali

This study examines how brand image and social media marketing influence repeat purchases on What's New Bali media. The study uses a qualitative research method. The number of respondents used in this study were 5 respondents from 5 five-star hotels in ITDC who had made repeat purchases on What's New Bali media twice or more. The data collection procedure in this study used interview guidelines. The results obtained in this study prove that there is an influence of brand image and social media marketing on repeat purchases. With the need for a marketer to expand hotel awareness and implement hotel marketing strategies in social media, it can influence repeat purchases on What's New Bali media.

Exploring the Challenges and Unveiling the Glass Ceiling Effect on Career Progression among Turkish Women in 3 to 5 Star Hotels

Purpose: Despite the significant growth in women’s participation in the hotel industry workforce, Turkish women continue to encounter limited access to senior management positions. This study investigates the obstacles faced by Turkish women in their pursuit of top managerial roles within the hotel industry and explores potential strategies to break through the glass ceiling. The purpose of this study is to investigate challenges and unveil the effect of the glass ceiling on the career development of Turkish women in 3-to-5-star hotels. The research endeavors to examine the experiences and challenges stemming from gender perceptions encountered by individuals within the hotel industry. Additionally, it seeks to discern the underlying social, organizational, and individual factors contributing to the disparity in leadership or senior positions held by women within this sector. Design/Methodology/Approach: The study utilizes a qualitative research approach, employing semi-structured, in-depth interviews with employees from 3 to 5-star hotels in Antalya, conducting an inductive thematic analysis approach the research aims to investigate the challenges faced by women in advancing their careers within the hotel industry and the diverse factors influencing their workplace performance. The statistical sample of the research includes people who have different viewpoints on the subject of the research. Findings: Twelve women working within the hospitality industry were interviewed. A thematic analysis revealed three interconnected barriers contributing to the glass ceiling faced by Turkish women: cultural and social obstacles, organizational challenges, and personal hindrances. These primary barriers encompass sub-barriers that collectively reinforce the glass ceiling, impeding numerous women from attaining senior positions. This research demonstrates that overcoming the barriers—especially organizational ones—can empower Turkish women to break through the glass ceiling and realize their leadership aspirations. Additionally, the study explores the implications for policymakers, academics, and practitioners regarding the impactful contributions of Turkish women to the hotel labor market." Practical Implications: This research showed evidence that there are real barriers for these women and the findings from this study offer implications that overcoming these barriers, particularly cultural and social barriers, could help Turkish women to crack the glass ceiling and achieve their dream of leadership. Originality/Value: The Hotel industry faces a worldwide shortage of Women in Leadership positions. This study aims to explore the challenges faced by the hotel sector in retaining highly skilled female employees who aspire to pursue managerial career trajectories. In addition, this research can add value to revealing gender inequality problems faced by Muslim women employees in the hospitality industry.

Analysis of Recruiter Interest in the International 5-Star Hotel Industry in Jakarta Determines Employee Candidates

The recruitment process is often influenced by various factors, both objective and subjective. One interesting factor to study is the influence of physical attractiveness, accent, and dialect of candidates on recruiters' assessments. This study aims to reveal the relationship between physical attractiveness and candidate accent, as well as the role of dialect as a mediator, influencing recruiters' perceptions of job suitability, stereotypes formed, and interest in recruiting. This study uses a quantitative method with a questionnaire distribution technique to recruiters in the 5-star hotel industry located in Jakarta. Data obtained from BPS (2024) shows that there are 37 international 5-star hotels in DKI Jakarta Province. Thus, the population of this study was 37 recruiters from international 5-star hotels in Jakarta. This study distributed questionnaires to the entire population so that the sampling technique was carried out using the census technique. The data collected were analyzed using the SEM PLS technique. The results of the study showed that there was no relationship between physical attractiveness and job suitability. While physical attractiveness has a significant relationship to recruiter stereotypes and interest in recruiting. In addition, it was found that dialect mediates the influence of job candidate access to job suitability, recruiter stereotypes and interest in recruiting.

How consumers process online hotel ratings

Online travel agencies commonly utilize 5-point and 10-point scales to display hotel ratings. When processing and comparing hotel ratings on different numerical scales (e.g., 4.1/5 vs. 8.4/10), what method(s) do consumers use? Through nine studies, this research shows that consumers tend to employ absolute differences (e.g., 5–4.1 vs. 10–8.4) or relative differences (e.g., 4.1 ÷ 5 vs. 8.4 ÷ 10) when making comparative judgments. Notably, the choice of method can lead to preference reversals. We further reveal that higher numeracy leads to greater reliance on relative differences. However, such an impact is attenuated under a utilitarian motive. Additionally, a greater promotion focus leads to greater reliance on absolute differences. The findings contribute to a more nuanced understanding of how consumers process hotel ratings.

Catalyzing Green Work Engagement in Hotel Businesses: Leveraging Artificial Intelligence

This study explores green work engagement in response to the global demand for sustainability in businesses and the shift toward green-oriented agendas. Specifically, this study aims to examine how green work engagement (GWE) is affected by artificial intelligence awareness (AIA) through job stress (JS) as a mediator. It also explores the moderating roles of technological self-efficacy (TSE) in the AIA→JS relationship and trust in leadership (TIL) in the GWE→JS relationship. A PLS-SEM analysis was conducted on 392 valid replies from full-time employees of five-star hotels in Egypt using WarpPLS 7.0. The findings indicated that artificial intelligence awareness (AIA) negatively affects employees’ green work engagement (GWE) and positively affects job stress (JS). In addition, GWE is negatively affected by JS. Moreover, TSE negatively moderates the AIA→JS relationship, while TIL negatively moderates the JS→GWE relationship. The study also found a significant mediating effect of JS on the AIA→GWE relationship. The study enhances research on AIA’s impact on JS and GWE, addressing a gap in existing empirical studies on the relationship between these elements in hotels. Overall, the study of green work engagement has the potential to be a valuable contribution to the growing field of sustainable business practices.