Tourism Management Literature Research Articles

Research on the relationship among resource integration, shared value, and value creation in scenic areas

This study investigates the potential predictors of resource creation behaviours in the Shanxi merchant courtyard scenic areas based on resource dependence theory. The research was conducted in China using questionnaire survey, and data analysis employed structural equation modelling, including mediation and moderation effects. The model was tested using a sample of 376 individual managers from scenic areas. The results show that external resource integration, internal resource integration, and shared value significantly affect resource creation in scenic areas. The findings indicate that shared value plays a significant mediating role in the relationship between resource integration and resource creation, while environmental dynamism significantly moderates this relationship. This study clearly demonstrates the relationship among resource integration, shared value, and value creation in scenic areas. This research contributes to the tourism management literature by identifying gaps and offering a comprehensive perspective to understand resource creation behaviours in the tourism industry.

Blowing minds with exploding dish names/images: The effect of implied explosion on consumer behavior in a restaurant context

Dish names and dish images can be widely found online, providing consumers with important information. Meanwhile, implied explosion (i.e., the perception of explosion induced by static stimuli) is increasingly utilized by real-world restaurants. The present research thus combines dish names, dish images, and implied explosion to examine the impact of implied explosion on various aspects of consumer behavior within a restaurant context. Three experiments demonstrated that exploding dish names and exploding dish images (i.e., dish names/dish images showing implied explosion) can create a more intense taste perception and a more favorable taste evaluation. Additionally, exploding dish images can enhance perceived dish liking and increase consumers’ willingness to pay. The present research suggests that exploding dish names/dish images are subtle but effective communication tools for the tourism industry, helping to deliver a more stimulating perception and experience to consumers and to generate higher margins. By exploring the effects of implied explosion, we also introduce the implied motion concept to the tourism management literature.

A critical reflection on analytics and artificial intelligence based analytics in hospitality and tourism management research

PurposeThis work consists of a critical reflection on the extent to which hospitality and tourism management scholars have accurately used the term “analytics” and its five types (i.e. descriptive, exploratory, predictive, prescriptive and cognitive analytics) in their research. Only cognitive analytics, the latest and most advanced type, is based on artificial intelligence (AI) and requires machine learning (ML). As cognitive analytics constitutes the cutting edge in industry application, this study aims to examine in depth the extent cognitive analytics has been covered in the literature.Design/methodology/approachThis study is based on a systematic literature review (SLR) of the hospitality and tourism literature on the topic of “analytics”. The SLR findings were complemented by the results of an additional search query based on “machine learning” and “deep learning” that was used as a robustness check. Moreover, the SLR findings were triangulated with recent literature reviews on related topics (e.g. big data and AI) to generate additional insights.FindingsThe findings of this study show that: there is a growing and accelerating body of research on analytics; the literature lacks a consistent use of terminology and definitions related to analytics. Specifically, publications rarely use scientific definitions of analytics and their different types; although AI and ML are key enabling technologies for cognitive analytics, hospitality and tourism management research did not explicitly link these terms to analytics and did not distinguish cognitive analytics from other forms of analytics that do not rely on ML. In fact, the term “cognitive analytics” is apparently missing in the hospitality and tourism management literature.Research limitations/implicationsThis study generates a set of eight theoretical and three practical implications and advance theoretical and methodological recommendations for further research.Originality/valueTo the best of the authors’ knowledge, this is the first study that explicitly and critically examines the use of analytics in general, and cognitive analytics in particular, in the hospitality and tourism management literature.

Behaviour-Driven Energy-Saving in Hotels: The Roles of Extraversion and Past Behaviours on Guests’ Energy-Conservation Intention

The growing environmental concerns and the significant energy consumption in hotel buildings make the ability to proactively manage energy and lower carbon intensity essential in the global hospitality industry. Activating guests’ energy-conservation behaviours is a potential strategy for sustainable hotel operation and maintenance. Yet, the psychological mechanism of hotel building energy-conservation intention and the roles of personality traits have not been sufficiently investigated. This study aims to examine the role of guests’ extraversion levels in their hotel building energy-conservation behavioural intention using a modified theory of planned behaviour (TPB) model. The study extends the TPB model with personal norms and past behaviour as two additional factors and employs past behaviour as a moderator to bridge extraversion and other psychological factors. A field experiment was conducted consisting of 530 hotel guests in Shanghai, China. The results demonstrate the relationships between attitude, behavioural control, personal norms, past behaviour and energy-conservation intention. Specifically, extraversion negatively influences perceived behavioural control (PBC) (β = −0.176, p < 0.001) and positively impacts on personal norms (β = 0.290, p < 0.001), both of which significantly contribute to guest energy-saving intention. In addition, past behaviours positively moderate the effects of extraversion on subjective norms and personal norms. This research enriches the hospitality and tourism management literature by shedding novel light on how guests’ personality characteristics influence their pro-environment intentions during their stays in hotel buildings. The findings would drive the hotel building energy management forward through actionable and effective energy-conservation interventions and enhanced guest satisfaction.

Using the extended parallel process model (EPPM) to explore US consumers' dining behaviors during COVID-19

PurposeThe purpose of this study was to examine consumers' dining behaviors and explore their decision-making process when dining out during the COVID-19 pandemic.Design/methodology/approachBased on the extended parallel process model (EPPM) and the related literature, a conceptual model was developed and tested. This study conducted an online survey with 351 responses. In addition, a series of statistical analyses, including descriptive analyses and path analyses, were conducted to analyze the associations among key constructs in the proposed model.FindingsThe findings of this study confirmed the pragmatic utility of applying EPPM in a hospitality management context. The findings of this study also outline the different nature between the participants' enactment of self-protective measures and dining out activities. Lastly, while consumers are hesitant about dining out, the results showed that consumers' dining behaviors are directly related to their personality trait of sensation-seeking.Research limitations/implicationsThis study was delimited to a cross-sectional design and self-reported data. Such information may provide insights into individuals' decision-making and behaviors related to dining in a COVID-19 context. In addition, this study only includes US samples, while future studies can extend this study by including samples from different countries and cultural backgrounds.Originality/valueThis study adopts an interdisciplinary approach, which derives from tourism and hospitality management and public health. As a result, the findings of this study not only identify the major influencers affecting consumers' dining behavior but also help contextualize a public health model and contribute to the tourism and hospitality management literature.

An Examination of the Sustainable and Green Practices of Portuguese Hotels

The concept of sustainability in the hospitality and hotel industry has been the topic of much discussion and debate in tourism and leisure management literature over the last decade. Key industry stakeholders including hospitality and hotel operators, policymakers and DMO’s have been tasked with the challenge of transitioning operations towards more heightened levels of sustainable practice which has stemmed from EU, national and local level policies and guidelines. In Portugal, several strategies and plans have been developed with the aim of improving sustainable practices in hospitality and hotel industry, which focus on developing a more sustainable, competitive, and resilient sector moving into the future. However, there exists a current gap in knowledge in relation to the adoption and utilization of effective tools and models to measure and monitor sustainability performance in the hospitality and hotel industry in Portugal. It has been acknowledged that GDP from tourism in Portugal experienced a 75% drop, with overnight tourist stays in Portugal decreasing to 60% following a period of disproportionate impacts experienced during the COVID-19 pandemic. Such shortfalls have accentuated the need to effectively measure and monitor sustainability performance moving into the future as destinations now begin to re-emerge and re-imagine the way they operate. Through the adoption and utilisation of sustainable approaches and practices, the hospitality and hotel industry in Portugal could save costs in the short and longer term, they could benchmark success year on year and ultimately lead to the development of more sustainable and competitive industries moving forward. This research, while in its early stages, will aim to critically examine what, if any, sustainable and green practices are being adopted and implemented at present by Portuguese hotels. It will also permit an insight into whether or not Portuguese hotels are currently measuring and monitoring sustainability performance and looking to achieve greater levels of sustainability within the industry.

A process-based perspective of smart tourism destination governance

The tourism management literature has recently shown increasing interest in exploring the potential offered by the smart tourism destination initiative, conceived as the integrated use of ICT solutions for achieving greater efficiency and sustainability, enriching the tourist experience and boosting destination competitiveness. However, innovative technologies risk to be ineffective without adequate governance structures that are required to ensure the effective coordination and integration of tourism firms, government and communities in implementing a holistic smart-oriented development plan for destinations. This paper aims to integrate the recent smart approach with the destination governance theory to develop a governance process framework for smart tourism destinations. The framework explains how the smart approach can inform the planning and implementation of smart development goals, and specifically how smartness principles, tools and methods can be applied to increase the sustainable competitiveness of destinations beyond the mere technology dimension, making explicit the role of collaborative structures, user-driven services, social innovation and local community involvement. At the theoretical level, the paper offers an integrative perspective for designing and implementing effective smart tourism destination governance structures and processes. In practical terms, the framework can be viewed as a flexible tool in the hands of destination managers and policy makers: it shows how to match the design of governance structures and processes with the specific destination context and how to exploit “smart dimensions” for its development by relying on an incremental logic based on subsequent, interdependent stages.

Managing internal service quality in hotels: Determinants and implications

While internal service quality (ISQ) preconditions organizational service quality management, the tourism and hospitality management literature largely overlooks it. This study developed and tested a comprehensive model to understand the determinants and how they influence ISQ using an exploratory sequential mixed method. In study 1, we conducted 12 focus groups involving 86 hotel employees. ISQ is determined by three primary categories of organizational and personal practice: management systems (i.e., manage process, training and compensation), social systems (i.e., collaborative culture, interdepartmental communication and servant leadership), and personal characteristics (i.e., role stress, empathetic personality and collegial relationships). In study 2, we conducted 332 pairs of employee-supervisor questionnaires and confirmed the effects of these determinants on ISQ through employee's internal service orientation and efficacy. Distinct determinants interrelate to predict employees' internal service orientation and efficacy. This study thus provides hotels with targeted measures to improve their ISQ and competitive advantages. • This study identifies three categories of determinants on internal service quality (ISQ). • Employees' internal service orientation and efficacy mediate the determinants and ISQ. • The ISQ determinants interact to predict internal service orientation and efficacy.

Customer engagement research in hospitality and tourism: a systematic review

ABSTRACT Based on a systematic literature (SLR) and content analysis, this article offers a critical review of customer engagement (CE) research in English and Chinese hospitality and tourism management literature. This article discusses CE research by identifying temporal scope, country of origin distributions, theoretical perspectives and conceptualizations. Research streams of CE are also discussed from the perspective of context, mode and process, antecedents and consequences. The current study suggests that CE is an important research topic in the hospitality and tourism field. There has been a shift from “customer” to “tourist” and “visitor”. CE in hospitality and tourism has been explored both in the context of offline and online. This study provides specific theoretical implications and suggestions for future research.

A critical reflection on the adoption of blockchain in tourism

The viewpoint discusses the impact of blockchain technology adoption on tourism. We highlight a gap in the tourism management literature. Based on a number of published works and the few implementations existing in the tourism domain we critically reflect on the ability to capture benefits, and to enhance the effectiveness of this technology. Starting with a description, often missing, of the basic architecture and functioning mechanisms of a blockchain system we discuss potential drivers and drawbacks of its adoption in the tourism domain, highlighting the managerial implications of its use. Given the gap in tourism management literature, we also suggest possible research directions for better understanding and evaluating the applicability in tourism and hospitality.

What are the key success factors for strategy formulation and implementation? Perspectives of managers in the hotel industry.

This study investigates how hotel managers describe strategy and identify key success factors for its formulation and implementation. The study analyzes qualitative data collected through semi-structured interviews with property level top managers of hotels in Hong Kong. The findings show that hotel managers prioritize competition analysis and macro-environmental conditions over internal characteristics such as teamwork in strategy formulation. In the implementation phase, however, internal considerations such as employee involvement and strategic consensus are given prominence. This study provides a significant contribution by examining how top level practitioners in the industry interpret success factors in their strategic management efforts, and it highlights a largely neglected area in the hospitality and tourism management literature.

Value co-destruction in hotel services: Exploring the misalignment of cognitive scripts among customers and providers

In hotel services, the provider and customer are expected to behave according to a specific cognitive script that has been developed based on previous experiences of different actors' input and behavior. However, if either party deviates from their script, value co-destruction – rather than value co-creation – might emerge. While the existing tourism management literature has examined how value co-destruction emerges, it has focused almost exclusively on the customer perspective, while offering less insights on the supplier and dyadic perspectives. Consequently, the purpose of this study is to explore how script misalignment between customers and providers results in value co-destruction perceived by both parties in the dyad. We analyze this empirically using supplier interviews, customer diaries and online reviews. Based on the findings, we develop an empirically grounded conceptual model that illustrates how different value co-destruction antecedents manifest in the hotel service context, and lead to different value co-destruction outcomes for customers and suppliers.

Corporate social responsibility, ambidextrous leadership, and service excellence

Purpose The purpose of this paper is to delve into the interactive effects of corporate social responsibility (CSR) and ambidextrous leadership on customer-oriented organizational citizenship behavior (customer-oriented OCB) and service recovery performance among tourism industry workers. Design/methodology/approach The authors collected data from participants working in tour companies based in Ho Chi Minh City, Vietnam. The associations among the constructs in the research model were tested through multilevel structural equation modeling. Findings Data analysis supported the positive links between CSR and customer-oriented OCB and service recovery performance. Customer-oriented job-crafting emerged as a mediator for such relationships. Ambidextrous leadership played a moderating role to attenuate the positive impacts of CSR on customer-oriented job crafting, customer-oriented OCB and service recovery performance. Originality/value The study extends the tourism management literature by linking CSR to customer-oriented OCB and service recovery performance among tourism employees via customer-oriented job crafting as a mediator and ambidextrous leadership as a moderator.

Business intelligence and big data in hospitality and tourism: a systematic literature review

PurposeThis paper aims to examine the extent to which Business Intelligence and Big Data feature within academic research in hospitality and tourism published until 2016, by identifying research gaps and future developments and designing an agenda for future research.Design/methodology/approachThe study consists of a systematic quantitative literature review of academic articles indexed on the Scopus and Web of Science databases. The articles were reviewed based on the following features: research topic; conceptual and theoretical characterization; sources of data; type of data and size; data collection methods; data analysis techniques; and data reporting and visualization.FindingsFindings indicate an increase in hospitality and tourism management literature applying analytical techniques to large quantities of data. However, this research field is fairly fragmented in scope and limited in methodologies and displays several gaps. A conceptual framework that helps to identify critical business problems and links the domains of business intelligence and big data to tourism and hospitality management and development is missing. Moreover, epistemological dilemmas and consequences for theory development of big data-driven knowledge are still a terra incognita. Last, despite calls for more integration of management and data science, cross-disciplinary collaborations with computer and data scientists are rather episodic and related to specific types of work and research.Research limitations/implicationsThis work is based on academic articles published before 2017; hence, scientific outputs published after the moment of writing have not been included. A rich research agenda is designed.Originality/valueThis study contributes to explore in depth and systematically to what extent hospitality and tourism scholars are aware of and working intendedly on business intelligence and big data. To the best of the authors’ knowledge, it is the first systematic literature review within hospitality and tourism research dealing with business intelligence and big data.

Extending the theory of planned behavior to understand consumers’ intentions to visit green hotels in the Chinese context

PurposeThis paper aims to explore the intention of consumers to visit green hotels in China through the theory of planned behavior (TPB) extended by adding perceived consumer effectiveness and environmental concern.Design/methodology/approachThe TPB model is used as the basic theoretical framework but is extended by adding two critical variables. Data is collected from 324 respondents by using a self-administered questionnaire survey and analyzed with the assistance of structural equation modeling.FindingsThe empirical results show that perceived consumer effectiveness and environmental concern have positive effects on the attitude and the intention of consumers to visit green hotels, and that perceived consumer effectiveness has the largest effect. However, in China, the impact of environmental concern on the intention of consumers to visit green hotels is relatively limited, and the subjective norm has a strong effect. In addition, this research verifies the usefulness of the extended TPB model in understanding the intention of consumers in green hotels industry in China. This is evidenced by a comparison of the initial TPB model with the extended TPB model where the explanatory power has improved from 65 to 68 per cent.Originality/valueThis research contributes to TPB theory by addressing certain gaps in the literature regarding the intention of consumers to visit green hotels in China. Furthermore, considering the limitations of the TPB model, two pro-social variables, namely, perceived consumer effectiveness and environmental concern, are incorporated into the TPB model to better understand the intention of consumers to visit green hotels. Also, this research addresses the gap that studies on the role of perceived consumer effectiveness are limited in the tourism and hospitality management literature. The results indicate that perceived consumer effectiveness has the largest influence on the intention of consumers to visit green hotels.

Insiders vs. outsiders in the hotel sector

ABSTRACTWe investigate whether entering an official hotel classification system is as lucrative as suggested in the tourism management literature. Indeed, in countries in which the official hotel classification system is voluntary, a substantial fraction of hotels choose not to enter the system, and are outsiders. Considering that being classified (being insider) as a predictor of the rate structure may raise an endogeneity issue, we apply the recursive semi-ordered probit model to control for endogeneity and appropriately assess the effect of being classified on price rates. Using a sample of 357 hotels of Corsica, we show that, in contrast to previous research, classification does not provide any rate premium. We also fully derive conditional probabilities and partial effects on differences in conditional probabilities within the recursive semi-ordered probit model.

Continuous improvement methodologies and practices in hospitality and tourism

PurposeThis paper aims to present a systematic literature review (SLR) of continuous improvement (CI) research in the hospitality and tourism management (HTM) literature. The paper also notes trends, parallels, inconsistencies and opportunities towards a clearer understanding of current scholarship.Design/methodology/approachThis SLR finds a dearth of research in the field. After parameter expansion and exclusions, 35 papers across 11 journals are reviewed.FindingsStudies of CI methodologies and practices are published infrequently, tending to focus on total quality management in European contexts. Despite the guiding customer-centric principles of CI methodologies, studies focus on improving internal processes rather than the service encounter.Research limitations/implicationsThe review is guided by sections of the ABS 2015 list, which excludes some journals. Books, conference papers and trade magazine articles are not reviewed.Practical implicationsThis paper identifies clear needs for CI research with a specific hospitality management focus, the development of CI toolkits and curricula for hospitality managers. The development and deployment of CI methodologies and practices in HTM literature and industry should lead to long-term service improvements.Originality/valueThis study asserts the need for further context-specific, practice-led research into the refinement and long-term utility of CI methodologies and practices, towards demonstration of significant bottom-line industry impact. The paper also offers a clear SLR methodology and a definition for CI in hospitality.

Tourism and recurring sport events

PurposeBoth groups are profiled in terms of travel-related and socio-demographic characteristics. Furthermore, the purpose of this paper is to address determinants of spending for each spectator group. Data collection was conducted using an on-site questionnaire. Analysis of variance between profile characteristics is based on χ2 and Wilcoxon-Mann-Whitney tests, whereas the analysis of determinants of spending builds on the Tobit model.Design/methodology/approachRecurring sport events that do not count among the mega sport event category have become a popular means of attracting tourists to a destination. Thus, research on different spectator groups attending such events is very relevant, yet surprisingly scarce. This study helps filling this void by a comparative analysis of two types of spectators present at the Professional Windsurf Association Windsurf World Cup on the German island of Sylt: travellers who come to Sylt solely for the event (event tourists) and travellers whose motivation to visit the island was not primarily driven by the event (regular tourists).FindingsThe results show that the two examined groups are clearly distinguishable, both in terms of profile characteristics and determinants of spending. This indicates that specific strategies seem advisable for sport event and tourism destination managers at mature tourist destinations.Originality/valueThe study’s major contribution to both tourism and event management literature is that it exposes key characteristics of and differences between both groups within a specific setting at a non-mega sport event at a mature tourist destination.

The role of technology and institutions in tourism service ecosystems

PurposeGiven the growing attention on service ecosystem and the role played by technology and institutions in shaping of actors’ relations and interactions, the purpose of this paper is to examine a tourism environment with the lens of service ecosystem in order to derive a deeper understanding on the underlying mechanisms.Design/methodology/approachA mixed methodology was used. First, literature review based on service ecosystems framework was conducted to critically analyze the roles of technology and institutions to shape a tourism service ecosystem. Then a case study was conducted.FindingsTwo main findings are described: the role and the characteristics of physical and virtual engagement touchpoints in the emergence of a tourism service ecosystems; and the relationship between technology and institutions in the resource integration. In particular, the authors conclude that institutions can shape the usage of technology which, in turn, can enable and imply the emergence of new institutions, continually adjusting the system of the tourism service ecosystem.Practical implicationsThe analysis contributes to deepening the knowledge about value co-creation processes and engagement expedients in tourism destination, explaining the role of institutions and technology in helping actors to integrate resources and exchange services. The study can also be useful for practitioners in search for powerful tool to increase the competitiveness of a tourism destination.Originality/valueThe study is one of the first attempts to conceptualize and operationalize a tourism destination in a service ecosystem framework. In this way it contribute to enhance scientific knowledge in a tourism management literature.

The “Pink Night” festival revisited: Meta-events and the role of destination partnerships in staging event tourism

This paper adopts a managerial perspective to revisit an original case study of the “Pink Night” festival presented by Giovanardi et al. (2014) in an earlier issue of this journal. Our in-depth qualitative study contributes to the event tourism planning and management literature in three ways. First, we shed light on how and why competing Destination Management Organisations (DMOs) cooperate to plan, develop and manage event tourism. Second, we introduce and describe the brand new concept of the meta-event, which is the main theoretical contribution of this work. Third, we elucidate the role of meta-events as brand architecture tools to rebrand and reposition wide tourism areas. We illustrate the theoretical and managerial implications of the meta-event concept for event tourism studies and destination managers.