Carmen M. Sabiote-Ortiz

Bio: Carmen M. Sabiote-Ortiz is an academic researcher from University of Granada. The author has contributed to research in topics: Tourism & Cultural intelligence. The author has an hindex of 3, co-authored 4 publications receiving 96 citations.

Overall Perceived Value of a Tourism Service Delivered via Different Media A Cross-Cultural Perspective

Abstract: The purpose of this research is to compare the perceptions of Spanish and British tourists in the formation of the overall perceived value of the purchase decision-making process for a hotel stay. Comparison is made between two key tourism distribution channels: offline, via a travel agency; and online, via the Internet. The sample comprised 600 tourists. Of these, 300 (150 Spanish and 150 British) had purchased hotel accommodation for their last holiday via an offline travel agency, and the other 300 (again, 150 Spanish and 150 British) had done so via the Internet. Given that the two countries differ in their cultural dimensions, the results show that the “uncertainty-avoidance” and “individualism/collectivism” dimensions moderate the relationship between the antecedents of overall perceived value. These differences are not homogeneous, depending instead on the medium through which the service is purchased. The present research takes a comprehensive approach to overall perceived value formation, conside...

Antecedents and consequences of cultural intelligence in tourism

Abstract: The term ‘cultural intelligence’ (CQ) has generated considerable attention since Earley and Ang (2003) first introduced the concept formally. The implications of CQ have been widely demonstrated in cross-cultural studies. The tourism industry has a strong human component based on a high level of interaction between people from different cultures of origin. It follows, then, that CQ is likely to act as a major predictor of consumer behavior. The aim of the present research is to demonstrate the importance of CQ in a cross-cultural environment and to analyze its antecedents and consequences. The sample comprises 503 British tourists who have visited Spain. The results demonstrate that the tourist's previous experience of the destination country exerts an influence on their CQ, and that CQ is a determinant of destination perceived value. The work has practical implications for tourism service providers and may help them improve their cross-cultural effectiveness. The authors extend the literature on CQ and its managerial implications for the tourism sector. The study is among the first to address the role of the tourist's CQ in their adaption to a multicultural environment.

Meeting public health objectives and supporting the resumption of tourist activity through COVID-19: a triangular perspective

Abstract: ABSTRACT Non-pharmaceutical interventions (NPIs) implemented during the COVID-19 pandemic (and previous health crises) have included measures to restrict interaction between people and minimize non-essential mobility. Therefore, tourism travel is one of the main areas affected by the restrictions. Even when the majority of the population is vaccinated, some risk of infection will remain, and governments are obliged to consider NPI measures that balance the health risk of outbreaks against the economic and social benefits of resuming tourist activity. This study analyzes the effect of each of four categories of NPIs (Social Distancing; Public Healthcare-System Improvements; Tourist Controls; and Capacity and Opening-Hours Regulation) on three major objectives (the resumption of tourism activity; tourist travel intention; and the minimization of public health risk), taking a triangular perspective (destination managers, domestic tourists, and public healthcare managers, respectively). While it is difficult to fulfil public healthcare objectives while simultaneously responding to the economic interests of tourism-industry stakeholders, the study finds that, under vaccinated-population conditions, tourist controls (e.g. COVID Certificate) alongside improvements to the public healthcare system (e.g. adequate resourcing and an efficient epidemiological monitoring system) could constitute a viable combination of measures.

Destination marketing organizations and destination marketing : a narrative analysis of the literature

Abstract: This article presents the first narrative analysis of the areas of research that have developed within the destination marketing field since its commencement in 1973. Given the broad extent of the field, and the absence of any previous reviews in four decades, a key challenge is in providing a focus for such a disparate body of knowledge. The review is structured around one principal question: ‘To what extent is the Destination Marketing Organisation (DMO) responsible for the competitiveness of the destination’? In pursuit of this underlying question, we address a number of themes including nomenclature and the DMO, the evolution of the destination marketing literature, competitiveness as the DMO reason d’etre, and DMO effectiveness including issues of branding and positioning, and future research themes in the field.

Progression and development of information and communication technology research in hospitality and tourism: A state-of-the-art review

Abstract: This study aims to present a state-of-the art review on information and communication technology (ICT) research in hospitality and tourism published between 2014 and 2017.,A total of 288 full-length articles from eight top-tier hospitality and tourism journals were gathered by harnessing a systematic literature search approach. Subsequently, the authors used a qualitative content analysis to review, analyse and assign all included articles into a framework with six consumer-related and five supplier-related research streams.,In terms of volume (i.e. the amounts and ratios of ICT research in top-tier journals by publication year) and variety (i.e. the diversity of research topics), a significant progression of ICT research in hospitality and tourism is observed. However, some old and new knowledge gaps are still inadequately addressed, thus requiring scholars and practitioners to conduct additional research in the future.,The accumulation of knowledge and actionable clues in this study is expected to keep practitioners updated with the overwhelming volume of ICT research.,This study contributes to the literature by accelerating the accumulation of knowledge on research topics and setting forth an agenda for future research. The findings also complement prior literature reviews by providing an overview of how knowledge on ICT research in hospitality and tourism has progressed since 2014.

Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty.

Abstract: Loyalty has become the most important strategic aim in the hotel industry. The purpose of this paper is to obtain an empirical understanding of loyalty in the Kuala Lumpur hotel sector.,The dimensions of service quality as perceived by hotel customers were identified through the literature review. Hypotheses were formulated and tested to: examine the effects of process quality and outcome quality on perceived value, tourist satisfaction, and tourist loyalty; and to determine if perceived value and tourist satisfaction play a mediating role in the effect of process quality and outcome quality on tourist loyalty. In this study, the sample was 417 respondents from the international tourists who stay at least one night in four- or five stars hotels in Kuala Lumpur. Collected data were analyzed by structural equation modeling.,The statistical findings supported a relationship between process quality and outcome quality with perceived value and tourist satisfaction, and tourist loyalty with perceived value and tourist satisfaction. The results also indicated that process quality and outcome quality did not have a direct effect on tourist loyalty. Perceived value and tourist satisfaction mediated the relationship between process quality and outcome quality with tourist loyalty.,The finding of this study proposed that the hoteliers targeting international tourists with service quality including process and outcome quality should focus more on these factors to build loyalty. For instance, the tangible, responsiveness, reliability, empathy, assurance, and convenience as the dimensions of process quality and valence, waiting time, and sociability as the dimensions of outcome quality should meet the needs of the international tourists, therefore increasing tourist loyalty through perceived value and tourist satisfaction.