Showing papers in "Journal of Hospitality Marketing & Management in 2012"

Does Job Embeddedness Mediate the Effect of Work Engagement on Job Outcomes? A Study of Hotel Employees in Cameroon

Abstract: We develop and test a research model that investigates the mediating role of job embeddedness in the relationship between work engagement and two organizationally valued job outcomes. Data for this empirical investigation were obtained from full-time frontline hotel employees with a time lag of one month and their immediate supervisors in Cameroon. The hypothesized relationships were tested using hierarchical multiple regression analysis. The results reveal that all hypotheses receive support from the data. Specifically, the results indicate that job embeddedness partially mediates the impact of work engagement on turnover intentions and job performance. Implications of the results are discussed and future research directions are offered.

The Moderating Effect of Travel Experience in a Destination on the Relationship Between the Destination Image and the Intention to Revisit

Abstract: This article is the first outcome of a two-part study examining American college students' perceptions of South Korea as a travel destination. The study, as a whole, verifies whether students' destination image formation is affected differently by their travel experience in a destination. In other words, this article investigates whether students' travel experience during college reinforces their image formation in a destination and affects their future travel decision making and choices. A total of 770 valid questionnaires were collected from 4-year educational institutions in the United States through an online survey. Factor analysis and hierarchical multiple regression were used to determine the moderating effect of travel experience to a destination on the relationship between the destination image and the intention to revisit. The results of this study showed that the travel experience reinforced individuals' image of a destination collectively and positively affected the intention to revisit; howev...

Relationships Among Tourist Profile, Satisfaction and Destination Loyalty: Examining Empirical Evidences in Antalya Region of Turkey

Abstract: The present study aims to make a contribution to the body of knowledge in destination management and marketing by improving understanding of the relationships among tourist profile, satisfaction, and loyalty. Drawing upon theoretical and empirical evidences in the relevant literature, three hypotheses were developed and tested. A survey of 10,393 foreign tourists visiting Antalya was carried out in the summer of 2008 and the data were analyzed using chi-square test, independent sample t test, and ANOVA. Research findings indicated that there were significant relationships among tourist profile, satisfaction, and loyalty. The article ends with theoretical and practical implications in predicting tourists' satisfaction and loyalty levels and increasing tourism marketing effectiveness of Antalya as a holiday destination.

Importance of Green Hotel Attributes to Business and Leisure Travelers

Abstract: This study assessed the environmental attitudes of business and leisure travelers, their green behavior at home, and the level of importance they place on having different green attributes in a hotel. A sample of 571 business and leisure travelers completed an online survey. Correlation analysis and t tests were used to test for differences between the two groups. Results indicated that business and leisure travelers are very similar when rating the importance of specific green attributes. The study has practical implications for management in terms of advertising and marketing strategies targeted to specific segments that may desire green hotel attributes. This research also fills a gap in the literature about green hotel attributes and further extends the research relating to business and leisure travelers' psychographic characteristics, especially in relation to green attributes.

Image of all hotel scales on travel blogs: its impact on customer loyalty.

Abstract: Hotel image has been found to be highly correlated with customer selection of hotels. The consumer's online reviews greatly impact hotel image and, in turn, customer choice of hotels. In addition, the consumers become increasingly demanding and discriminating given the superfluous development of hotels in the past decades. It becomes unprecedentedly important to monitor and assess online customer reviews so as to identify what image generates customers' positive attitudes and behaviors toward hotels. This study utilized online customer reviews to examine the image of hotels of all scales and delineate the attributes that mostly decide the customer choice of hotels and loyalty behaviors. Content analysis of textual reviews and regression analyses of customer online ratings revealed that hotel room condition, location, and staff are the most important attributes in generating the customer revisit intention and the referrals of the hotels.

The Perceived Influence of User Reviews in the Hospitality Industry

Abstract: Trust in user opinions at hotel review sites now outweighs advice on holidays from travel agents. Hospitality marketers would be wise to take note of this power of consumer advocacy revolution. Yet, many hotels and restaurants are unsure how to respond to user reviews, or what would be deemed “best managerial practices” in handling social media, including user reviews. This uncertainty could, partly, be due to the lack of understanding of how consumers perceive and use online reviews, and scholarly research on user reviews predominantly focused on goods, not services. Hence, we chose to explore in this study how consumers peruse reviews of products with major service components. Specifically, we focused on the influence of user reviews of hotel and restaurants on prospective customers as these two hospitality areas are well populated by consumer reviews at highly visited third-party websites. Managerial implications of the study's findings were discussed and suggestions for future research offered.

Domestic medical tourism: a neglected dimension of medical tourism research.

Abstract: To date, the literature on medical tourism has focused almost exclusively on international medical tourism, or medical services outsourced to other countries. However, there are a growing number of patients who travel for medical care within their own country. Medical tourism experts have suggested that competition introduced from abroad, combined with health care reform, may stimulate improvement in health care offerings in the United States, and lead to an increase in such medical tourism. This article will therefore extend the literature by examining domestic medical tourism in the United States. There is a scarcity of research investigating consumer attitudes and beliefs towards the concept of medical tourism—particularly for domestic medical tourism. The authors present a new model, along with a research agenda for studying both attitudes towards such tourism, as well as the potential impact of domestic medical tourism on regional economies in the United States.

ICT, IMC, and Brand Equity in High-Quality Hotels of Dalmatia: An Analysis From Guest Perceptions

Abstract: The concept of integrated marketing communications (IMC) has received considerable attention in the marketing literature over the past decade. Boosted by advancements in information and communication technology (ICT), IMC is starting to be considered as an element that contributes to creation of brand equity. This research studies, in greater detail, the IMC, ICT, and brand-equity concepts in the hotel sector, while adopting a consumer-centric approach. In particular, it intends to describe the relationships that exist between these variables through the causal model of investigation. A total of 101 guests were interviewed in 13 hotels in Dalmatia, the largest region on the coast of Croatia. The analysis of guest perceptions, using the partial least square technique, confirms a positive influence of ICT on IMC implementation as well as a positive impact of IMC on dimensions of hotel brand equity: (a) brand image, (b) perceived quality, and (c) brand loyalty.

Community-Based Ecotourism to Meet the New Tourist's Expectations: An Exploratory Study

Abstract: Tourism is destructive toward host communities and their natural environment However, the general attitude of society toward the environment is changing, and consequently, people are developing an appreciation for the value of responsible travel Alternative forms of tourism have been conceived, such as ecotourism, and are viewed as a mean to meet the expectations of the new tourists Ecotourism is a method to satisfy the concern of new tourists for environmental conservation but it neglects one of the key factors of sustainable tourism today: the host communities Community-based ecotourism aims at environmental conservation but it is also a way to empower communities, by allowing them a degree of control over tourism projects and their impacts This article reveals the varying degrees of empowerment of host communities provided by community-based ecotourism through a metastudy analysis of six case studies of tourism projects Not all contemporary tourism projects take local populations into considerati

Aspects of sustainability in the destination branding process: a bottom-up approach.

Abstract: The concept of sustainability is based on the premise that the inhabitants of a destination should be involved in the way that destination is managed and promoted. At the same time, the literature of place branding emphasizes the important role of local stakeholders in the creation of a true and reliable place brand. In fact, the process of developing a destination brand begins with the aim of shaping the identity of a destination; what the destination stands for. The sustainable dimensions of the destination branding process are explored, while focus groups and structured questionnaires are used to evaluate the usefulness of projection techniques in the process of building a brand identity. It seems that the use of the personification technique could work as an effective destination positioning exercise and as an alternative proposal to the outdated cliches used in tourism promotion.

International volunteer tourism experience in South Africa: an investigation into the impact on the tourist.

Abstract: This article explores the impact of volunteer tourism on the international tourist engaging in volunteer work in South Africa. A mixed method is adopted in this research. A quasi-experimental study is used to measure the impact of engaging in volunteer tourism, on volunteer's personality traits, using the standardized web-based IPIP-NEO personality inventory. A control group was used to enhance the validity of the scientific method. Thereafter, interviews were carried out on the participants to discover the causes, and the consequences, of their personality trait changes. This study's findings point to significant changes in seven traits; some of these traits have not been previously identified by the literature and therefore broaden our understanding of the impact on the tourist. Additionally, while confirming some of the changes found in other studies, the findings of this study also point to some significant contrasts. Many of the changes identified were evident in the volunteer's daily lives through t...

Senior Citizen Satisfaction with Restaurant Service Quality

Abstract: The focus of this research is the perception of restaurant service held by senior citizens and how it differs from those of younger customers. It examines (a) the relationship between customer satisfaction and service quality among elderly consumers, (b) differences in level of satisfaction between older and younger customers, (c) differences in perception-of-service quality between older and younger customers, and (d) differences in perception-of-service quality between elderly male and female customers. Statistically significant differences in levels of satisfaction were discovered between older and younger customers, but no significant relationship was found between level of customer satisfaction and perceived service quality. There were significant differences in perceptions of service quality between older and younger customers, and between male and female older customers. This study provides useful knowledge for restaurant managers about the differences between senior and younger customers. It could be helpful towards developing and designing future restaurant marketing strategies targeting senior customers.

Effects of Tourism on Residents' Quality of Life in Saudi Arabia: An Empirical Study

Abstract: This article presents the findings of a research project that examines the effects of tourism on residents' quality of life in Saudi Arabia and identifies a set of key derivatives that could be affected by tourism. This article discusses four key dimensions that specifically define the scope of tourism: economic, social, cultural, and environmental, and with the analyses of empirical data from Saudi Arabia these dimensions are tested for their relationship with the broader demographic variables of Saudi Arabia. The data was collected through questionnaire from a sample of 775 local residents who lived in the Makkah region—the destination of Muslim pilgrims from all over the world. A simple regression and t-test analyses were carried out to examine the study hypotheses. The regression analysis showed that tourism had a fairly direct impact on the quality of life of the residents. The t-test analysis demonstrated that several demographic factors were significantly related to the four dimensions of tourism. ...

Predicting Resident Intentions to Support Community Tourism: Toward an Integration of Two Theories

Abstract: Community tourism (CT) commonly influences the lives of local residents, and their attitudes in turn greatly affect the tourist experience This study addresses a gap in the existing literature on CT by proposing a framework that integrates social exchange theory with the theory of reasoned action in order to map residents' decision-making processes about CT development The results show that the attitude of community residents is a valid predictor of their intention to support tourism In addition, perceived benefits for residents have a larger impact on attitudes about CT than perceived costs Finally, the study concludes that the marketing program of a specific community had little impact on resident perceptions of CT development

Understanding male hotel spa-goers in Hong Kong.

Abstract: This study aimed to understand male spa-goers (a growing customer segment) in Hong Kong hotel spas by examining empirical data collected via questionnaire surveys. The results of the study indicate that the most cited reason why male spa-goers patronized a hotel spa was relaxation, and the most consumed service was body massage. The importance–performance analysis categorized 30 spa-related attributes into the four quadrants calling for hotel spa management's attention in reexamining their spa operations and features. Furthermore, five performance factors were derived: Environment, Reliability, Service Experience, Value, and Augmented Service Quality. In particular, the Environment factor was the common factor that significantly influenced male hotel spa-goers' overall satisfaction, likelihood to revisit, and likelihood to recommend. Implications are discussed.

Exploring the Impacts of Key Economic Indicators and Economic Recessions in the Restaurant Industry

Abstract: The purpose of this study is to investigate the major economic variables associated with sales at full-service restaurants. The study also examines if there is any cyclical movement in the full-service restaurant segment in conjunction with economic recession periods. A Pearson correlation analysis and a 5-year moving average method were used to identify the relationships between full-service restaurant sales and key economic indicators, as well as the existence of a business cycle in the full-service restaurant industry for the past 4 decades, respectively. The results of this study revealed that gross domestic product is positively correlated with the sales of full-service restaurants. The 5-year moving average of sales generated at full-service restaurants indicates that the sales at full-service restaurants show a pattern of a business cycle almost every 10 years.

The Role of Souvenir Shopping in a Diversified Macau Destination Portfolio

Abstract: Macau tourism relies heavily on the casino-related economy. To balance and stabilize its tourism portfolio, it is imperative to explore alternative tourism revenues and diversify its tourism offerings. Souvenir shopping is one of the undertapped areas. Existing tourism research has paid little attention to the contribution and significance of souvenir shopping to Macau's tourism industry. The present study examines how souvenir shopping can be employed into Macau's tourism portfolio and suggests ways to market souvenir products to various tourist segments. The results from a tourist survey demonstrate how souvenir products can be an integral part of tourism portfolio and used to strengthen Macau's tourism portfolio. This study offers the tourism practitioners and academicians a constructive approach in understanding the role of souvenirs in the tourism industry and in destination portfolio diversification.

Customer Deviance in Resort Hotels: The Case of Turkey

Abstract: This study aims to investigate customer deviance directed against employees working in the hotel industry. First, the literature about the dark side of customers is reviewed. Second, the source of deviant behavior is discussed. Third, the methodology is explained. Finally, the research findings are presented. The assessment of findings is based on 21 semistructured interviews. Although there are some serious deviant behaviors such as stabbing and physical sexual harassment, the deviant behaviors are generally seen as yelling at employees and behaving impolitely, which made employees questioning their status of work and dispirited. The study findings also suggest that the customers from different countries have different deviant behaviors.

The Development of a Conceptual Model to Support Sustainable Tourism Policy in North Mediterranean Destinations

Abstract: Sustainable tourism is a malleable concept that needs to be operationalized for successful implementation Policies based on firm conceptualizations are needed in order to put sustainable tourism into practice The present research develops a conceptual model to support sustainable tourism policy making It brings together, into a single model, knowledge from diverse literature sources and structures it as a system of interrelated components using a holistic, adaptive, and complex systems' approach In building the model it is the interrelationships of the elements that shape it and underline its contribution as something more than a listing of policy considerations This comprehensive representation of interrelationships should help policy makers to navigate through the complexities of sustainable tourism and to make more knowledgeable decisions

Links Between Swiss Hotel Guests' Product Involvement and Brand Loyalty

Abstract: Involvement has been studied for 30 years, but how product involvement is linked to brand loyalty in four- or five-star leisure hotels needs further examination. This study examines how Swiss leisure travelers' product involvement with a hotel relates to loyalty to the hotel brand. Findings demonstrate moderately high involvement levels yet weaker brand loyalty impacted by the tourist's desire to visit different destinations. Involvement antecedents “pleasure” and “sign value” show strong relationships, suggesting that tailored marketing strategies are needed to enhance involvement. Some potential involvement-enhancing strategies are discussed in the conclusions to the study.

Where Everybody Knows Your Name: Homophily in Restaurant Atmospherics

Abstract: Atmospherics are an underresearched, yet important aspect of restaurant performance. This study takes an exploratory approach to measurement development, by conceptualizing a social capital scale to measure homophily in five different restaurant settings, and all three traditional meal periods. A national sample of 1,220 restaurant-goers was obtained, and a unidimensional construct reflecting homophily was found overall; for breakfast and lunch periods, and within three of the five restaurant types. We offer insight into these findings, and discuss the use of the scale in future research.

Theory of Constraints Thinking-Process Tools Facilitate Goal Achievement for Hotel Management: A Case Study of Improving Customer Satisfaction

Abstract: This article aims to illustrate an implementation of theory of constraints (TOC) thinking process (TP) in order to analyze and improve operations at a hotel. The article contributes to the hospitality literature by demonstrating the effectiveness of the TOC TP within the hospitality industry. In order to understand current operations, data were collected through interviews, direct observations, and meeting with various focus groups. The research findings show that the TOC TPs can help hotel managers adapt appropriate strategies to successfully manage the constraints that were keeping the case study organization from improving its overall performance relative to its stated goal.

The Role Demographics Have on Customer Involvement in Obtaining a Hotel Discount and Implications for Hotel Revenue Management Strategy

Abstract: This study attempted to focus attention back on identifying consumers based on certain demographics. The purpose of this study was to examine the role of gender, age, education, and income in influencing consumer's level of involvement in obtaining a hotel discount. The results showed that females and consumers with less education tend to demonstrate higher involvement in obtaining a discount. There was not a significant difference between age groups, and younger consumers were found not statistically associated with higher levels of involvement. Interestingly, consumers with different incomes tended to respond comparably to discounts, unless consumers were very affluent. The findings are helpful for hotel management in designing discounts.

Cultural Tourism in Turkey: A Missed Opportunity

Abstract: This article analyzes tourism plans and policies related to cultural tourism in Turkey. Past and current tourism plans and policy documents, as well as discourses of government officials, were content analyzed. The research findings indicate that Turkey has been positioned as more a sun, sea, and sand destination than a cultural destination. According to the State Planning Organization's Five-Year Development Plans, as well as past and current tourism plans for Turkey such as Tourism Vision 2023, cultural tourism is seen more as an alternative and secondary type of tourism for Turkey. One can claim that this is perhaps a missed opportunity for Turkey given its rich and unique cultural resources, since Turkey can offer unique, positive, and memorable cultural experiences for culture-core and culture-peripheral tourists. In order to achieve this, it is essential to symbolize and rejuvenate unique cultural resources so that innovative cultural capabilities (experiences) can be offered. In return, such origin...

Macroeconomic Influences On Japanese Hotel Stock Returns

Abstract: This study investigates the influences of macroeconomic factors on hotel stock returns in Japan using a 30-year data period. In addition to the macroeconomic variables commonly used in previous studies (i.e., changes in discount rate [DSCHG], growth rates of money supply [ΔMS], changes in unemployment rate [UPCHG], growth rates of consumer price index [ΔCPI], and industrial production [ΔIP]), we also include the percentage change in yen–dollar exchange rate (ΔEXCH), the percentage change in oil price (ΔOILP), and growth rates of total trade (ΔTTR) as critical explanatory factors of Japanese hotel stock returns. This study uses the Granger causality procedure based on the vector autoregression model. Test results indicate that economic variables DSCHG, UPCHG, and ΔOILP could significantly cause Japanese hotel stock returns and serve as significant determinants of Japanese hotel stock returns.

Yokoso! Japan: Classifying Foreign Tourists to Japan for Market Segmentation

Abstract: This article reports that there are distinctly different types of foreign tourists who visit “destination Japan” for various different reasons. While it is correct, in essence, to generally group domestic tourists in Japan, it is not necessarily correct to assume the same for foreign tourists—that is, to assume group homogeneity. Using a qualitative research method, this research classifies the various types of foreign tourists to Japan using their motives and behaviors as descriptive criteria to guide tour planners and Yokoso! Japan marketers, when targeting international tours. The research further identifies the source markets and their regions, which also helps to segment the groups. This is the first research in and on Japan to use a purely qualitative research process to classify foreign tourists to Japan in order to formulate an effective marketing plan.

Antecedents and Consequences of Customers' Menu Choice in an Authentic Chinese Restaurant Context

Abstract: The purpose of this study was to explore the relationships between menu choice, specifically familiarity and its antecedents (risk-taking behavior and physical environment), and consequences (disconfirmation, customer satisfaction, revisit intention, and word-of-mouth intention) in an authentic ethnic restaurant context. A conceptual model was developed to explore the linkages between these antecedents and the outcome variables of menu choice. Data were collected from customers in an authentic Chinese restaurant using a survey. Structural equation modeling was used for data analysis. Results showed that risk-taking behavior was a significant predictor of menu choice and also indicated that menu choice mediated the relationship between risk-taking behavior and disconfirmation, which had a significant influence on customer satisfaction. Additionally, customer satisfaction significantly affected both revisit intention and WOMI. The findings will help hospitality researchers and practitioners understand how c...

Factors Influencing Camping Behavior: The Case of Taiwan

Abstract: This study identifies the factors that are likely to influence camping and campsite selection decisions of Taiwanese youngsters, and examines the impact of gender and camping knowledge on those factors. Utilizing data collected from Taiwanese youngsters, the factors that are likely to influence their camping and campsite selection decisions were identified first. Next, a series of t tests were conducted to examine the influences of gender and camping knowledge on the factors that are likely to influence camping and campsite selection decisions. Findings suggested that gender differences and the level of camping knowledge are likely to significantly influence camping and campsite selection decisions.

Service Management in Hospitality Education: Review and Reflection

Abstract: Service as a proportion of economic activity continues to grow, with 80% of economic output and employment in many countries categorized in the service sector. Similarly - driven by increased leisure time, globalization, reduced travel costs and an ageing population - the service-intensive tourism and hospitality industry has seen corresponding growing demand. Despite the continued growth and importance of service, and in particular its critical role in the hospitality industry, education specific to service management lags behind. The purpose of this paper is to review the current status of service management in the context of Hospitality education at university level. This paper presents a general review incorporating a review of the service management literature in order to provide a justification for a more coordinated development of service management education. An exploratory case study is provided, reporting on student perceptions following the completion of a final year service management universi...

Travel blogs: a reflection of positioning strategies?

Abstract: The growth and popularity of travel blogs on the Internet influenced tourism researchers to see the online narratives as valuable sources of information for destination marketing. This research analyzed the content of travel blogs related to trips to Stratford, Canada to establish the most popular topics of discussion, and the tourists' perceptions of the destination as compared to the current marketing strategies. Three phases of data analysis were completed to achieve both quantifiable and qualitative results reflecting the travel experiences. CATPAC II was used to generate a frequency output as well as neural network analysis, which provided the base for a deductive qualitative content analysis. The findings suggest that Stratford is primarily seen as a cultural and culinary destination, representing only two of the destination identities promoted by the destination. Methodological and practical implications are discussed.