Perceptions Of Hotels Research Articles

The impact of employees’ perceptions regarding hotels’ green intellectual capital on their environmental perceptions: A mediating moderation model

Researchers acknowledge the significance of hotels’ environmental performance, however they call for a further comprehensive examination of the aspects that serve as its drives. Moreover, despite the abundance of studies on environmental performance in the hospitality literature, employees’ perceptions regarding hotels’ green intellectual capital and its potential outcomes are scarcely investigated. With this realization, and building upon the job demand-resource theoretical framework and socially embedded theoretical framework of thriving, the current paper proposes a conceptual model where thriving at work mediated the impact of employees’ perceptions regarding hotels’ green intellectual capital on environmental performance moderated by work-related enterprise social media usage. To gauge these relationships, data was collected from frontline employees working in four and five star Turkish hotels. The study's interrelationships have been analyzed by employing structural equation modeling. The study revealed that employees' perceptions of hotels' green intellectual capital significantly influenced their thriving at work and positively shaped their views on hotels' environmental performance. Additionally, thriving at work demonstrated a significant impact on employees' perceptions of hotels' environmental performance, acting as a mediator between perceptions of green intellectual capital and environmental performance. Furthermore, the study found that the influence of employees' perceptions of hotels' green intellectual capital on thriving at work was moderated by work-related enterprise social media usage. According to our findings, top management should monitor and promote employees’ perceptions of green intellectual capital, and their thriving at work, sustaining a green organizational culture at the same time via an effective usage of enterprise social media to foster environmentally friendly initiatives. This could involve creating platforms for idea-sharing and recognizing employees who implement sustainable practices.

How Internships Influenced Professional Development? Hotel and Restaurant Management Graduate Perspectives

Exploring on a journey through the perception of Hotel and Restaurant Management graduates. This study explores the perceptions of students about their internship experiences and focuses at how it relates to their professional development. The study is based on the theoretical framework of Situated Learning theory developed by Lave and Wenger. This theory offers a thorough lens through which to view the relationship between professional development and experiential learning. There were 206 respondents in this study. The research employed quantitative and qualitative methods. The researcher used a localized questionnaire to identify the influence of the Internship experience on the professional development of the respondents. The statement for each variable is tested for its reliability. The testing for the reliability of the questionnaire, with 30 respondents, graduates in different colleges except for Hotel and Restaurant Management. There were revisions made from the original instrument to fit the locale of the study. Additionally, the professional development mean is very high. Furthermore, there is a significant relationship between the respondents’ internship experience and their professional development. It could be deduced in this study that job placement affects their internship experience.

Perceptions of hotel and restaurant operators on the use of biogas produced from organic waste as a source of energy in the district of Abomey-Calavi in Benin

Perceptions of hotel and restaurant operators on the use of biogas produced from organic waste as a source of energy in the district of Abomey-Calavi in Benin

Understanding Hotel’ S Buffet Restaurant Assurance After Covid-19: A Case of Thailand

Purpose: The aim of this study is to examine tourist expectations and perceptions of hotel’s buffet restaurant assurance to obtain an overall understanding of restaurant assurance after COVID-19 situation. Theoretical framework: The concept of SERVQUAL, particularly assurance dimension, is employed to examine tourist expectations and perceptions of hotel’s buffet restaurant assurance. The study expects to expand the literature in the area of service quality of restaurant assurance. Design/methodology/approach: The questionnaire survey is employed to collect data from 384 participants through a convenience sampling method. Factor analysis and t-test are used to analyse the data. Findings: The results indicate that there are two factors associated with hotel’s buffet restaurant assurance, and they are identified as: 1) employee courtesy, knowledge, and service confidence and 2) sanitary restaurant environment. Both factors are related to common and new assurance attributes of buffet restaurant services. Practical & Social implications: The stuyd has expanded the knowledge of hotel’s buffet restaurant assurance based on the current situation. Assurance is a key element of several models used to assess restaurant service quality. The current finding helps to update the literature as well as assists restaurant managers to thoroughly understand tourists’ trust and confidence when dining in hotel buffet restaurants. Originality: The value of the study is the identfication of the two factors associated with hotel’s buffet restaurant assurance. This is an initial study to integrate the new normal services into restaurant’s new assurance attributes by examining tourist expectations and perceptions of hotel’s buffet restaurant assurance based on the current situation (after COVID-19).

Effect of service quality assessment on perception of TOP hotels in terms of sentiment polarity in the Visegrad group countries

Research background: In the developed countries, the services sector, which also includes the accommodation services, is a significant source of the gross national product. Tourism can be perceived as an important determinant of countries' economies, so attention paid to the needs of clients is at least necessary and beneficial.
 Purpose of the article: The aim of the study is to assess the quality of services provided and the perception of the hotel from the point of view of the accommodated clients. This objective was fulfilled by determining the effect of selected indicators of perception of the quality of provided services (location, personnel evaluation, cleanliness, equipment, comfort, price/quality ratio of provided services, free Wi-Fi connection) on the indicator determining the perception of the hotel (polarity of sentiment).
 Methods: In the analysis of the above, 22,000 text-reviews of 117 five-star hotels of the Visegrad Group countries were evaluated. The hotel reviews were obtained from Tripadvisor.com and indicator rankings from Booking.com. The analysis made use of the regression analysis methods ? influence (regulatory models ? Ridge, Lasso, Elastic net, and multiple linear regression ? OLS).
 Findings & Value added: It has been found out that hotel equipment and cleanliness have the greatest effect on the polarity of sentiment. As could be expected, the trend has an upward tendency ? that is, as quality increases, so does the sentiment polarity ? the perception of hotel facilities. Overall, the analysed sentiment variables can be considered positive, as was confirmed by the positive coefficients of the coherence analysis (Spearman-?; Pearson-r), as well as the upward trend in the predictions under the regression analysis. Hotels should be strategically customer-oriented and, as the analyses show, pay the greatest attention to equipment and cleanliness. The services of accommodation facilities are dominant in terms of satisfaction with the destination in general, so in the long run, they should be given due attention. These findings are particularly beneficial for hotel services provided in the Visegrad Group countries, as no research studies have yet been carried out on customer evaluation of the quality of accommodation facilities using the presented methods.

On the hedonic versus utilitarian message appeal in building buying intention in the luxury hotel industry

The effect of hedonic and utilitarian message appeals in luxury hotel brands using brand luxuriousness index, conspicuous consumption, brand prominence, brand love and patronage intention as variables was tested. It was found that hedonic message appeals enhance luxury hotel brand consumers' perceptions of hotels’ luxuriousness index. Such perceptions have positive impact on brand love and patronage intention among customers who do not expect brand prominence and have lesser interest in conspicuous consumption. This study is the first to distinguish between hedonic and symbolic messages and focus on the differential effect of hedonic versus utilitarian message appeals and its impact on brand love, patronage intention for consumers who prefer low brand prominence and are low on conspicuous consumption orientation. Lack of such distinction among messages that provide symbolic or hedonic cues will fail to provide useful insight on segments of luxury consumers who are directed by self-related versus other-related consumption goals.

Perceived image study with online data from social media: the case of boutique hotels in China

Purpose The purpose of this paper is to deconstruct the multi-faceted dimensions of Chinese travellers’ image of boutique hotels with a large amount of online textual data from social media (53,427 reviews written from 2014 to 2018), reinforcing the value creation of user-generated content via social media. Design/methodology/approach With the aid of Python, a computer language, online textual reviews (53,427 reviews) of 86 high-end boutique hotels in seven cities (Beijing, Shanghai, Hangzhou, Nanjing, Chengdu, Qingdao and Sanya) were collected from the top-ranked online travel agency in China, Ctrip.com. Then, the overall perceived image of boutique hotels was revealed with the aid of Python. Findings The results showed multiple dimensions of the image of boutique hotels. The overall image can be grouped into eight dimensions (room, service, food, environment, entertainment, location, price and value, and uniqueness). An affective image based on eight dimensions was further developed in the Chinese boutique hotel context. It appears that online data from social media are beneficial for hotel managers to learn travellers’ overall perceptions of boutique hotels and help put more effective management strategies in place in the hospitality industry. Research limitations/implications The relationship between cognitive image and affective image should be further investigated in future research. Theoretical implications are discussed from both cognitive image and affective image perspectives in the boutique hotel context. Managerial implications are highlighted to help industry managers understand the travellers’ perceptions of the hotels, via online data from social media, and put more effective hotel strategies in hospitality industry. Originality/value By using textual online data from social media, this paper deconstructs both the cognitive image and the affective image of boutique hotels. The dimensions of the most frequently mentioned concepts related to the Chinese boutique hotel industry are profoundly deconstructed, as is the uniqueness of the image of boutique hotels. The work is valuable for promoting effective marketing strategies in the hotel industry.

Residents' perceptions of hotels' corporate social responsibility initiatives and its impact on residents' sentiments to community and support for additional tourism development

Abstract This study investigates residents' perceptions of hotels social responsibility (HSR) practices at a destination level and its impact on residents' sentiments to their community (community satisfaction and community commitment) and support for additional tourism development. Perceptions of HSR practices are examined as a multidimensional construct, which consist of economic, social and environmental dimensions. The proposed model is tested using a sample of 629 residents living in Alanya, a well-known mass tourism destination in Turkey. Findings suggest that residents' perceptions of HSR practices contribute to residents' support for additional tourism development directly and indirectly through residents' satisfaction with their community. However, effects of economic and environmental HSR dimensions on community commitment are not significant. Community satisfaction is a strong predictor of community commitment and support for additional tourism development. Findings offer critical implications to hotel companies, community planners as well as interested researchers.

Hotel guests’ perceptions of environmental friendly practices in social media

Despite hotels’ managers spend substantial time and money on environmental initiatives; they are not sure whether their guests perceive their green efforts appropriately. The purpose of this study is to analyze guests’ perceptions of hotels’ environmental practices expressed through social media. Main results suggest that even though customers perceive green efforts regarding six items: Energy, Water, Purchasing, Waste, Site and Education & Innovation, they do not discern hotels' level of environmental commitment. Moreover, guests' perceptions of hotel efforts in environmentally friendly practices do not significantly differ by the mode of travel nor by the reviewer's experience in travel platforms. A relevant implication is that the communication about environmentally friendly practices needs to be redesigned and intensified by hotel managers in order to take advantage of these efforts.

Examining the Relevance of Online Customer Textual Reviews on Hotels’ Product and Service Attributes

Online reviews left by guests have business value in terms of understanding customers’ perceptions of hotels’ product and service attributes. By focusing on customers’ textual reviews through a text-mining approach (specifically, latent semantic analysis) and statistical tests, this study examined and compared the relevance of core attributes with customer satisfaction and dissatisfaction for both chain and independent hotels of various star levels. We found that the attributes of products and services—including staff, physical setting, value, and location—have different effects on customer satisfaction or dissatisfaction for chain and independent hotels, and for hotels with different star levels. Based on these findings, we concluded that a given hotel’s status as either an independent or a chain establishment and its star-level play a role in influencing the importance of product and service attributes for customers. Our study helped hotels in different market segments understand customers’ different needs as they relate to each attribute of the hotel’s products and services. Hoteliers can use this information to set priority rules for improving the corresponding attributes and use the generated electronic word-of-mouth effect from online customer reviews to enhance their performance.

متطلبات و معوقات تطبیق معاییر الحوکمة فی قطاع السیاحة والفندقة الکویتی

This research aimed at identifying the challenges of the implementation of corporate governance in the Kuwaiti tourism and hotels sector by using the comparative measurement method, which is the most effective way to establish and develop new ideas and practices, and to achieve continuous improvement and development through the discovery of weaknesses compared to the best practices, and then preparing the organization to avoid these weaknesses, Thus achieving excellence in performance. The questionnaire included the collection and analysis of the initial data collected from the sample. The questionnaire consisted of two questions. The first question included twenty-five questions that included the implementation of corporate governance, while the second question included eleven items that include obstacles to the application of governance standards. The study concluded that there were significant differences between the respondents' perception of hotels in the international hotel chains and the awareness of the respondents in hotels that are not in the international hotel chains regarding the obstacles of applying corporate governance. In addition to that, there are many obstacles facing hotels operating in Kuwait when applying corporate governance, such as Lack of awareness of the concept of governance and the benefits of its application and the underlying of interests’ conflicts of the executives. The study recommended that Kuwait should prepare a unified corporate governance code, detailing the best practices implementation steps, and the constraints that hotels face when applying and how to deal with them.

Chinese hotel guest perception of international chain hotels under the same hotel brand in different travel destinations

A qualitative approach was employed to examine how Chinese hotel guests perceive international chain hotels in different travel destinations (i.e. China and abroad) under the same brand. A total of 13,204 reviews were retrieved from online hotel review Web sites, namely DaoDao.com and Ctrip.com . Content analysis of the reviews showed discrepancies in the perceptions. Chinese favoritism toward the West affected the perception of hotel service quality. Empirical results revealed the belief that hotel services in Western cities and Hong Kong are better compared with those of hotels in China. However, the perception in terms of location, rooms and facilities, cleanliness, and value was mainly affected by the experience during the actual hotel stay. No noticeable influence of Chinese favoritism was found.

Green Marketing: Hotel Customers’ Perspective

ABSTRACTGreen marketing should appeal to the needs and desires of environmentally concerned customers. The aim of this study was to investigate hotel customers’ perceptions of hotels’ green marketing strategies. A questionnaire containing 30 statements was used to gauge respondents’ perceptions of different hotel green marketing strategies. Using exploratory factor analysis to identify interpretable orthogonal factors, five factors were identified and interpreted: (1) Green Partnership; (2) Development of Green Products and Services; (3) Genuine Green Products and Services; (4) Higher Price for Green Products and Services; and (5) Credibility of Green Promotion. Independent t-tests and one-way analysis of variance were conducted to examine significant differences between hotel customers’ ratings of the importance of the identified factors according to demographic variables. This is one of the first research studies to examine green marketing in the hotel industry. The discussion of the findings includes some practical implications to help hotel marketers implement more effective green marketing strategies.

Guests’ perceptions of hotels’ (un)fair treatment of staff: their impact on service recovery

Limited previous research has examined the impact that third-party guests’ observations of (in)justice for others can have on a hotel. This study deals with this issue by testing whether the way guests who raised a complaint perceive management treatment towards hotel staff influence their satisfaction with service recovery (SSR), when controlling for perceptions of justice for the self: distributive, procedural, and interactional. The paper first verifies the distinctiveness of all the justice variables included in this study. Data were collected from 288 guests who had experienced a service failure in seven sampled hotels in the Canary Islands (Spain). Structural equation modeling (SEM) results indicated that guests who raised a complaint and were unhappy on the management treatment towards hotel staff, showed significantly lower satisfaction with service recovery (SSR). These findings suggest that, like justice for the self, justice toward staff also predicts satisfaction with service recovery (SSR), thus earning a place in the service recovery literature. Suggestions for future research and practical implications are also presented.

How do international tourists perceive hotel quality?

Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

Role of Perceived Fit With Hotels’ Green Practices in the Formation of Customer Loyalty: Impact of Environmental Concerns

With the increasing concern for ecological issues among hotel customers, this study pursues an investigation of customers' perceptions of hotels' core business in association with green practices and the resulting purchase-related loyalty (i.e. intentions to visit, accept price premiums, and recommend). In addition, the study examines the moderating role of environmental concerns in the relationships among perceptions of hotels' green practices and loyalty components. A survey of tourists using hotels showed that customers related hotels' core businesses and green practices positively, which consequently affected customers' purchase intentions toward the hotels. This study is unique in academia in that it investigates the fit theory for the hospitality industry by considering the impact of environmental concerns, while employing environmental practices as an emerging social cause, which is, increasingly, important for the society. This study is beneficial by providing hotel managers with insight into hotel customers' decision-making processes regarding green practices.

호텔 식음료 상품의 고객인지도에 영향을 미치는 요인에 관한 연구

This study is to identify what factors influence customer perception of hotel and beverage products, and how the customer get information about hotel food and beverage products. Data was collected from 206 customers who visited hotel food & beverage restaurants located in Pusan and analyzed using frequency analysis, t-test, and ANOVA. The results are as follows. This research revealed that the cooks skill, various menus, and a amount of food have an effect on customer perception. In addition, this study showed that the customer got internal advertisement, events, home-delivery advertisement, direct posts, previous experiences, e-mail, news papers and magazine, TV commercial, and news letters information perception.

Ethical Perceptions of Hotels Towards the Loans of Development Bank and Commercial Banks in TRNC

(2006). Ethical Perceptions of Hotels Towards the Loans of Development Bank and Commercial Banks in TRNC. Anatolia: Vol. 17, No. 1, pp. 110-117.

Career demands and learning perceptions of hotel and catering graduates – ten years on

Presents the findings of a survey of graduates who received the higher national diploma in hotel, catering and institutional management at Norwich in 1984. With the benefit of ten years′ experienced hindsight they identify the skills that they feel they gained and those that they felt were not provided on their college programme. Contrary to experience elsewhere, the majority of graduates had remained within the hospitality industry. In general the respondents felt that they had been given a good basic grounding in both knowledge and skills. However, computer skills were (predictably) identified as an important deficiency, as well as some marketing and management skills.

Client Perceptions of Hotels: A Multi-Attribute Approach. Farouk Saleh and Chris Ryan. Tourism Management, vol. 13, no. 2, June 1992, pp. 163-69. Butterworth-Heinemann, 80 Montvale Avenue, Stoneham, MA 02180. £55 annual subscription for TTRA members; £138 annual subscription nonmembers

Client Perceptions of Hotels: A Multi-Attribute Approach. Farouk Saleh and Chris Ryan. Tourism Management, vol. 13, no. 2, June 1992, pp. 163-69. Butterworth-Heinemann, 80 Montvale Avenue, Stoneham, MA 02180. £55 annual subscription for TTRA members; £138 annual subscription nonmembers