Hotel Sector Research Articles

The Cybersecurity Applied by Online Travel Agencies and Hotels to Protect Users’ Private Data in Smart Cities

The purpose of this paper is to analyse the cybersecurity in online travel agencies (OTAs) and hotel sectors to protect users’ private data in smart cities. Methodologically, this research uses a sample of information about cyberattacks that occurred during the period of 2000–2023 in companies operating as OTAs and in the travel, tourism, and food sectors, which was obtained from research articles. Then, we had to expand the research to include updated information about cyberattacks from digital newspapers, regulatory sources, and state data breach notification sites like CSIS, KonBriefing, EUROCONTROL, and GlobalData. The findings of the current research prove that hotels and OTAs were constantly exposed to cyberattacks in the period analysed, especially by data breaches and malware attacks; in fact, this is the main novelty of this research. In addition, these incidents were severe for both guests and tourism companies because their vulnerabilities and consequences affect the reputation of companies and smart cities where these firms operate, as well as consumer confidence. The results also showed that most of the cyberattacks examined in this manuscript were aimed at stealing information about the companies’ and users’ private data such as email addresses; credit card numbers, security codes, and expiration dates; and encoded magstripe data; among many other types of data. Cyberattacks and cyberthreats never disappear completely in the travel and tourism sectors because these illegal activities are closely related to the hacker’s thirst for power, fame, and wealth.

Effectiveness of West Lombok Regency Hotel and Restaurant Tax Revenue

A developed region is the goal of development. Progress is meant here to be advanced economically, socially and the advancement of human resources owned by the region. Meanwhile, development is meant to build society as a whole, namely development that covers all aspects of society's life that can function. harmony and balance in all fields in order to create a just and prosperous society that is equally material and spiritual.This research uses descriptive analysis methods. The calculation of the numbers uses the formula for contribution, effectiveness, and measuring the efficiency ratio. Contribution Analysis is an analysis used to find out how much contribution can be made from Hotel and Restaurant tax revenues to the Original Regional Income of West Lombok Regency. Overall, for the hotel sector, tax levies in West Lombok Regency are in the ineffective category, because the actual tax that can be achieved is almost always below the predetermined target, with the exception of restaurant tax, the tax levy collected exceeds 100% or exceeds the predetermined target in the year 2022 and 2022 tax collection is in the very effective category.

Fiscal Incentives for Hotels in the City of Buenos Aires, Argentina

Summary This case study focuses on the Hotel Sector Promotion Scheme, a programme implemented in the City of Buenos Aires, Argentina, for the period 2019–2023. The scheme provides fiscal incentives in the form of tax credits for developing and improving hotel infrastructure in the city. To explore this case, we use secondary data from the City Legislature and media outlets specialising in tourism, as well as primary data from interviews with tourism stakeholders. By reviewing the programme and its particularities, this contribution sheds light on the interface between policy making, evidence use and partnerships. Information © The Authors 2024

Input inefficiencies in the hotel industry. A non-radial directional performance measurement

This paper investigates the inefficiencies of inputs in the hotel industry. To do this, we apply the weighted Russell directional distance model (Barros et al., 2012; Chen et al., 2014) considering an input-oriented approach. This model allows to obtain not only aggregate inefficiency measures, but also their components. In a second stage, we analyze the individual and overall efficiency measures considering several factors in a truncated Bayesian Tobit regression. The empirical analysis is based on the hotel sector of two mature Spanish destinations (the Canary and Balearic Islands). Results show that although hotels located in both regions obtain high efficiency levels, they are notably inefficient in terms of capital costs management. Furthermore, overall results show that Canarian hotels are less efficient than Balearic hotels in the management of all inputs. Finally, the type of chain and location variables appear to affect the overall and individual efficiency scores obtained by Canarian hotels.

The changing role of hotel attributes in destination competitiveness throughout a crisis

PurposeBy conducting a longitudinal study, this study aims to investigate how the role of hotel attributes in destination competitiveness changed through the stages of pre-, amid and recovery from the crisis.Design/methodology/approachFirst, the latent Dirichlet allocation method was used to identify hotel attributes from 15,137 online reviews, and then a sentiment analysis was performed to determine tourist satisfaction with the subject attributes. Second, separate asymmetric impact competitor analyses were conducted for the three stages of the crisis, and their results were compared with understand how the role of the hotel attributes changed throughout the crisis.FindingsThe results revealed that the impacts of hotel attributes on tourist satisfaction and destination competitiveness differed significantly at each stage of the crisis.Research limitations/implicationsThis research expands the existing literature by offering valuable insights by elucidating the changing characteristics of hotel attributes at each crisis stage. The results extend the body of knowledge in destination management by providing evidence on the validity of asymmetric impact competitor analysis.Originality/valueTo fully understand the impact of a crisis (e.g. COVID-19) on destination competitiveness with a focus on the hotel sector, this research conducted a longitudinal study that covers three stages of the crisis (i.e. pre-, amid and post-crisis). Moreover, unlike previous studies, this research considers the asymmetric relationships between service attributes and overall tourist satisfaction, as well as competitors’ information.

Digital transformation in the tourism sector: the key role of social networks

The research seeks to establish the use of social networks in companies in the tourism sector, especially to identify the most popular networks, their type and the role they play in these companies. The problem was approached through a systematic literature review, focused on the use of social networks in tourism companies. The Scopus database was consulted, initially finding 179 articles, using the keywords: social media, tourism and hotels. After applying the exclusion criteria, 15 articles were identified. The findings indicate that the Tripadvisor network, specialized in the tourism sector, is the most used, followed by Facebook and Twitter, which are generalist networks. It is concluded that social networks have transformed the way in which users in the hotel sector interact, research and make decisions about their accommodations, consulting the opinions and previous experiences of other users.

Employability Skills of TVET Hotel Graduates in Hotel Sector: Qualitative Study

Employability Skills of TVET Hotel Graduates in Hotel Sector: Qualitative Study

Sustainability and efficiency of rural accommodation business: an approach in the main tourist region of southern Europe

PurposeThe objective of this study is to determine the efficiency of tourist accommodation companies located in the main tourist area of southern Europe as one of the three elements of the local sustainable development triangle.Design/methodology/approachThe analysis, carried out using the data envelopment analysis (DEA) methodology on 130 companies, has obtained that from the CCR perspective (results-oriented method when companies present constant returns on the input variables).FindingsThe companies involved are quite inefficient, while which from the BCC perspective (where the input and output variables used in the company respond to a variable and not constant scale) are quite efficient. The efficiency of these companies in the seven provinces of Andalusia has also been analysed to determine if there are patterns that differentiate them and thus be able to propose strategies that improve the sustainability of these territories. The conclusions of the study indicate the need to improve the operational efficiency of rural accommodation companies.Originality/valueThe analysis of efficiency in the hotel sector and even more so in the rural tourism sector is relatively scarce in the literature, especially in Spain. More specifically, Rubio and Román (2006) have demonstrated the existence of scale inefficiencies in hotels, but no evidence has been found in previous studies that this behaviour carries over to accommodation establishments located in the destinations under study.

The Connection between Phuket’s Water Supply and the Hotel Sector’s Water Use for Assessment of Tourism Carrying Capacity

For tourism development in areas where there are frequent problems with water shortage, it is important to assess water use potential from a geographic perspective. This study investigated the relationship between water use in the hotel sector and the amount of available water in Phuket for tourism carrying capacity assessment. Geographic information system (GIS) was applied to support spatial analysis. The studied hotels were in the size required to conduct an environmental impact assessment (EIA), totaling 178 hotels. There would be a total water use of 24,275 m3/day and 40,457 m3/day in the low and high seasons, respectively. In terms of annual water use, in the cases of lowest, normal, and highest possible consumption, there would be water consumption amounts of 8,860,021 m3/year, 11,303,606 m3/year, and 14,766,699 m3/year, respectively. From evaluating the capacity to support tourists in terms of water adequacy in Phuket Province, our results reveal that the amount of water in the province is insufficient to meet the needs of tourists. This is because the number of tourists coming to travel each year is ordinarily more than 10 million people, and there is a plan to accommodate 12 million tourists in 2023, but the amount of water that the province can procure is sufficient to support a maximum of not more than 8,986,600 tourists per year only if the water that EIA hotels store and produce themselves is included. This amount of water is still insufficient for the targeted number of tourists and other sectors, and the province’s water demand is likely to increase. In this regard, Phuket should hastily prepare a plan and measures to increase the amount of available water within the province.

What drives the adoption of artificial intelligence among consumers in the hospitality sector: a systematic literature review and future agenda

PurposeThis study aims to identify, review and synthesize existing literature on key theories, drivers and barriers affecting consumer adoption or resistance to artificial intelligence (AI) in the hospitality sector.Design/methodology/approachThis study aims to conduct a complete literature review of the accrued knowledge generated so far on AI in the hospitality sector. To attain the overall objectives of this study, we used the systematic literature review (SLR) method. This method systematically handles the diversity of knowledge in a specific topic to answer precise research questions. It also generates new visions through a synthesis of the literature, to identify the knowledge gaps, set the new directions for the future researcher and provide sufficient guidance to inform the policy and practice.FindingsThe findings of this study are presented in three sections, as follows: descriptive analysis, content analysis and synthesized framework. The findings highlighted the state-of-the-art mapping of the existing research in terms of publication frequency over time and across publication outlets, key theories, methods and geographies. In addition, literature on consumer adoption (or resistance) of AI in hospitality is content analyzed to highlight key drivers and barriers. Moreover, this review critically evaluates extant literature and sets future agendas by postulating specific research questions for further knowledge development in this field of study.Research limitations/implicationsThe SLR focused on consumer adoption or resistance to use AI in hospitality literature. The future researcher may include additional streams to get better results.Practical implicationsThe study findings will help multiple stakeholders to understand the underlying causes of customer resistance or barriers to the intention to use/adopt AI services in the hotel sector. Furthermore, study results will allow them to better analyze the relationship between customer barriers, intents or consumer decision behaviors.Originality/valueFirst, this study provides a comprehensive synthesis of the literature on the consumer adoption or resistance of AI in hospitality. This study categorizes the existing diversified literature in two main themes – drivers and barriers – to present a simplistic picture of the existing literature. Second, the review highlights the gaps and limitations in existing research and provides guidance for future scholars. Third, the key contribution of this review is the development of a unified framework on the consumer adoption or resistance of AI in the hospitality sector. That is, this study puts forward the behavioral reasoning theory framework and suggests that future research using this lens will immensely contribute to existing literature. Finally, this study facilitates the practitioners to understand the key motivating and hindering factors affecting the adoption and resistance behavior.

Model Applied to the Purchasing Area Using Lean Service and Six Sigma to Improve Gross Margin in a Company in the Hotel Sector

This research was carried out to determine proposals for improving the gross margin within a company in the hotel sector in Lima, applying the Lean Service and Six Sigma DMAIC methodologies, whose combined approaches provide a global approach to the analysis of the company and helps to extend the improvements to the other areas of this. The area chosen to carry out the DMAIC analysis (Define, Measure, Analyze, Improve and Control) was the purchase one, since this presents a greater number of problems, caused by the low levels of quality offered by suppliers and by the poor management of this, harming the service provided to customers. The techniques chosen for the solution of the root causes of these problems have historically been successfully applied in the manufacturing industry; however, it has not been until recent years that these were also considered for application in companies in the service sector, so the objective of this article is to demonstrate, complementing past research, that these methodologies can have the same success in both sectors.

Linking employee voice to service recovery performance in the hotel sector: The mediating role of tacit knowledge sharing and employee innovation

PURPOSE: In reality, service failures are inevitable. However, poor service recovery can decrease customer trust and exacerbate customer dissatisfaction. Previous studies have focused on service failure types, reasons for failure, and successful recovery actions from the customers’ perspective. Accordingly, this study aims to present adifferent view by investigating the factors that could improve hotel recovery performance from the employees’ perspective. Therefore, amodel was developed to study the influence of employees’ voice, tacit knowledge sharing, and employee innovation on service recovery performance. METHODOLOGY: This quantitative study used an online survey to gather data from employees in the hotel industry in Jordan. Atotal of 214 valid responses were obtained. Participants were targeted randomly, mainly through Facebook groups for hotel employees. PLS-SEM (Partial Least Squares Structural Equation Modeling) was employed in this research to analyze the data using Smart PLS 3 software. FINDINGS: The results indicated that employee voice is positively associated with tacit knowledge sharing. Furthermore, it was found that tacit knowledge sharing is positively related to employee innovation. The findings demonstrated that tacit knowledge plays apartial mediating role in the association between employee voice and employee innovation. Additionally, it was discovered that employee innovation has apositive association with service recovery performance. Finally, the results indicate that employee innovation partially mediates the relationship between tacit knowledge and service recovery performance. IMPLICATIONS: Hoteliers are suggested to create asupportive work climate where employees can express their thoughts, ideas, and concerns without fear of retribution. Furthermore, hotel managers are advised to establish clear expectations for employees regarding the significance of their opinions and insights, and recognize and reward innovative ideas that can hopefully enhance hotels’ performance. ORIGINALITY AND VALUE: This research provides new insights and contributes to the understanding of the role of employee voice, tacit knowledge sharing, and employee innovation in enhancing service recovery performance, particularly in acontext that has received little attention from researchers, which is the hotel sector, and in adeveloping country, Jordan. Compared to past studies, this study offers amodel that demonstrates how to leverage service recovery efforts in hotels by illustrating structured relationships between employee voice and service recovery performance through the mediation of tacit knowledge sharing and employee innovation.

The role of resilience in explaining hotel growth: A fuzzy-set QCA approach

PURPOSE: Due to the detrimental effects of the recent pandemic on the hotel sector, hotel resilience research and its impact on hotel recovery have received lots of academic attention. However, a sustainable perspective on hotel resilience, as an approach for investigating its impact on long-term hotel growth, has been largely overlooked in the hospitality resilience literature. Therefore, this paper aims to address the research gap by identifying the configuration of factors that constitute sustainable hotel resilience, leading to the growth of selected hotels operating in Poland. METHODOLOGY: Data for analysis were obtained from surveys conducted with 120 managers of one- and two-star hotels. A fuzzy-set qualitative comparative analysis (fsQCA) was chosen to achieve the goal, which belongs to the group of configurational analysis methods. FINDINGS: Due to the asymmetric nature of the method, the analysis reveals configurations of factors leading to high hotel growth and those leading to low growth. In both cases, two such factor configurations were obtained. For high levels of hotel growth, it was found that maintaining a high level of three factors simultaneously, namely employee resilience, CSR activities and leadership resilience or CSR activities, team resilience and leadership resilience, provided sufficient conditions. For low levels of growth, fsQCA indicated sufficient conditions in the form of a low level of CSR activities and leadership resilience or a low level of employee resilience and team resilience. These findings emphasize the role of combining different factors to improve hotel growth. IMPLICATIONS: The research contributes to the literature on resilience in the hospitality industry by developing a new theoretical perspective on the complex nature of combinations of factors that contribute to sustainable hotel resilience, leading to both high and low growth. The research results also provide significant implications for entrepreneurs and managers, indicating the role of different combinations of factors in determining hotel growth. ORIGINALITY AND VALUE: The knowledge regarding sustainable hotel resilience is still insufficient. The study identified the best combinations of factors (both internal and external) that constitute sustainable hotel resilience, which may be vital for hotel growth.

Moderating role of the 'type of hotel' on the relationship between human resource practices and job satisfaction in the hotel sector in India: a PLS-based SEM approach

Moderating role of the 'type of hotel' on the relationship between human resource practices and job satisfaction in the hotel sector in India: a PLS-based SEM approach

The Future of The Hotel Sector in the Context of Risks Caused by the Pandemic

The hotel sector is particularly exposed to pandemic risk. This risk has the characteristics of a systematic and random risk, but its impact is focused on the profitability of hotel services. The nature of this risk determines the limited influence of the hotel company on its sources, which means that the time in which losses from this risk are incurred is varied and unpredictable. The purpose of this article is to try to collect and evaluate the conclusions of research on the economic situation and future of hotel enterprises, from the perspective of risks caused by the pandemic. For this purpose, the method of critical analysis of the literature on the subject was used. The results of the study lead to the conclusion that the reduction of losses depends to a large extent on the effectiveness of the measures taken, known as crisis management. As a result, the future of the hospitality sector in particular depends on innovation, organizational culture, the ability to compete and the ability to use modern communication technologies.

Analysing the impacts of artificial intelligence service quality and human service quality on customer satisfaction and customer loyalty in the hospitality sector

This study explores the differential role of artificial intelligence (AI) and human interface (HI) in the hospitality industry and their impact on customer satisfaction and loyalty. In response to intense competition, the industry is increasingly adopting advanced technologies such as AI and artificial intelligence robotics (AIR) to enhance customer service and improve the overall experience. The primary objective of this research is to investigate how hotel visitors perceive AI service quality and human service quality and how these perceptions influence consumer satisfaction and loyalty. This contributes to the existing knowledge on the use of AI in the hotel sector and provides valuable insights for future research. Additionally, the study demonstrates that customer satisfaction acts as a mediator between both human service quality and AI service quality and customer loyalty. Importantly, the indirect effect is stronger for human service quality compared to AI service quality, highlighting the need to strike a suitable balance between AI efficiency and human empathy. The findings underscore the potential of AI-powered services to enhance customer satisfaction and operational effectiveness within service organizations. However, the study emphasizes the continued significance of employee service in shaping customer experiences in the service-dominant era. By understanding the potential benefits and challenges associated with AI adoption, organizations can make informed decisions and develop effective strategies for integrating AI technologies. This research contributes to the advancement of AI implementation in the hospitality industry, leading to improved business performance and enhanced customer experiences.

ОСОБЛИВОСТІ ЦІНОВИХ СТРАТЕГІЙ ЯК ФАКТОРУ ПІДВИЩЕННЯ КОНКУРЕНТОСПРОМОЖНОСТІ ПІДПРИЄМСТВ В ГОТЕЛЬНІЙ ІНДУСТРІЇ

The article is devoted to the study of factors affecting the pricing process at hotel industry enterprises. In particular, these are the costs of the enterprise, the rate of profit, the level of demand, seasonality, geographical location, stardom, competition and others. Among these factors, more attention is paid to the study of the specifics of specific price strategies in the hotel industry, which serve as a factor in increasing the competitiveness of enterprises in this industry. The choice and implementation of a price strategy is one of the most important decisions of the management of a hotel enterprise, since profitability and competitiveness in the market depend on it. The list of such strategies includes: pricing strategy based on forecasting, differentiated pricing strategy, dynamic pricing strategy, discount strategy, instant sales strategy, and others. Each of these strategies has its own characteristics and is used by hotels depending on their specific goals, market conditions and customer segmentation. The development of a price strategy and price management tactics in the hotel sector is a constant iterative process. It is impossible to choose a strategy once and stay with it unchanged for a long period. It must constantly adapt to market conditions and situations. The chosen pricing strategy cannot be unambiguous, ideal or immutable. It should include a partial interweaving and combination of different strategies, taking into account the conditions of the external and internal environment. A combination and interchange of strategies is effective. The pricing strategy must be flexible and adapt to market changes. In this context, the strategy of elastic (flexible) price, which involves a quick response to fluctuations in market demand and supply, is of great importance. A correctly chosen pricing strategy can provide a hotel with increased competitiveness. The strategy of flexible prices should be recommended as a means of countering competitive pressure. The faster the hotel reacts to the actions of competitors, the greater the effect of its application. Overall, pricing strategy is a key element of success in the hospitality industry as it helps hotels to increase competitiveness, attract and retain guests, and increase revenue.

Effect of environmental innovation on sustainability in the hotel sector

RESUMEN Ante la creciente preocupación por la degradación ambiental en los destinos turísticos, las empresas hoteleras están implementando nuevas capacidades para contrarrestar los estragos generados y mejorar sus prácticas sustentables. El objetivo de investigación es analizar el efecto de la innovación sobre las prácticas de sustentabilidad desde un enfoque ambiental, a partir de la perspectiva de los trabajadores del sector hotelero de la Riviera Maya, México. El estudio se basa en un enfoque cuantitativo de diseño no experimental, transversal y de alcance explicativo. La técnica utilizada fue la modelación de ecuaciones estructurales por mínimos cuadrados parciales (PLS-SEM); con una muestra de 386 empleados de la hotelería. Los resultados evidencian que la innovación ambiental tiene un efecto significativo y positivo sobre la sustentabilidad ambiental. Se concluye que los hoteles deben orientar sus esfuerzos hacia el desarrollo e implementación de estrategias para mejorar su capacidad de innovación y sustentabilidad en términos ambientales.

THE IMPORTANCE OF COLLECTIVE SKILLS IN THE PERFORMANCE OF HOTEL ESTABLISHMENTS

The current economic context, characterised by intense and persistent competition, underlines the crucial importance of human capital in business competitiveness. These situations are prompting organisations to give strategic priority to their human resources, given that innovation and creativity, the drivers of organisational development, emanate from human effort. It is becoming imperative to guide employees towards career paths aligned with their skills and aptitudes in order to guarantee organisational performance. The focus on skills has become widespread in organisations, giving rise to a variety of approaches and reflections in the field of management. In the specific context of the hotel sector in Madagascar, which is characterised by a diversification of the offer to meet the varied expectations of travellers, employee skills are of particular importance. The growth of tourism in the country has stimulated the development of the hotel sector, but its expansion cannot be sustained without adequate skills. Hence the question: How can collective skills ensure the performance of hotel establishments? Through a survey of 250 employees of hotel establishments, this research aims to verify the importance of collective skills in the performance of hotel establishments in Madagascar. In short, this study aims to understand and optimise the crucial role of skills in organisational performance, by highlighting their specific impact in the hotel sector in Madagascar.

Total Quality Management and its Relevance in Nepalese Hotel Industry

Total Quality Management (TQM) has emerged as a comprehensive organizational management approach, emphasizing continuous improvement to enhance product and service quality. This study aims to investigate the impact of Total Quality Management (TQM) practices on service quality in the hospitality sector of Nepal. Additionally, it seeks to explore how service quality, influenced by TQM practices, affects customer satisfaction in Nepalese hotels. The research focuses on employees in the Nepalese hospitality sector, utilizing a research population of 358 individuals through convenience sampling. Structural Equation Modeling (SEM) is employed as the analytical tool to assess the relationships between TQM practices, service quality, and customer satisfaction. The findings reveal that management support and commitment, quality planning, and continuous improvement significantly contribute to enhancing service quality in hospitality management within the Nepalese context. Furthermore, the study establishes a significant positive influence of service quality on customer satisfaction in Nepalese hotels. This research underscores the relevance of TQM practices in elevating service quality and subsequently impacting customer satisfaction in the burgeoning Nepalese hotel sector. Understanding these dynamics holds strategic importance for industry practitioners and policymakers. Keywords: Hospitality management, Customer satisfaction, Total quality management, Hotel sector, Nepalese.