Journal ArticleDOI
Hospitality marketing research from 2000 to 2009 : Topics, methods, and trends
TLDR
In this paper, the authors provide an analysis of published marketing research within the top four hospitality journals and suggest future research directions, and provide topical and methodological recommendations to academic scholars in contributing further to scientific progress and the literature.Abstract:
Purpose – The purpose of this study is to provide an analysis of published marketing research within the top four hospitality journals and suggest future research directions. Design/methodology/approach – The study selects the top four hospitality-oriented journals and analyzes the topics, methods, and trends of hospitality marketing articles published between 2000 and 2009 through a qualitative research design using content analysis and descriptive analysis. Findings – The study explores how hospitality marketing research has progressed within the past decade in terms of topical areas, industry applications, and methods, and additionally discovers notable trends for hospitality marketing research. Practical implications – The study analyzes published research in hospitality marketing and is thus expected to provide topical and methodological recommendations to academic scholars in contributing further to scientific progress and the literature. Originality/value – Based on the existing reviews, this study...read more
Citations
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Journal ArticleDOI
Bibliometric studies in tourism
TL;DR: This article evaluated bibliometric studies in tourism, depicts emerging themes, and offers critical discussions for theory development and future research, concluding that paucity still exists, particularly in relational bibliometrics in tourism.
Journal ArticleDOI
Pricing in the sharing economy: a hedonic pricing model applied to Airbnb listings
TL;DR: In this paper, the authors examined the impact of a variety of variables on the rates published for Airbnb listings in five large metropolitan areas in Canada and applied a hedonic pricing model to 15,716 Airbnb listings.
Journal ArticleDOI
An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry
Sonia Bharwani,Vinnie Jauhari +1 more
TL;DR: In this article, the authors identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an emerging experience economy, and propose a new construct of Hospitality Intelligence (HI) encompassing mainly Emotional Intelligence (comprising Interpersonal Intelligence and Intrapersonal Intelligence), Cultural Intelligence and Hospitality Experiential Intelligence dimensions.
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From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry
Edwin N. Torres,Sheryl F. Kline +1 more
TL;DR: In this article, the authors provide a typology of customer satisfaction in the hotel industry and identify patterns by which hotels delight their guests, such as taking care of the guest's needs, exceptional friendliness, professionalism of staff, employees going outside of the call of duty and problem-solving skills.
Journal ArticleDOI
Service quality perceptions and customer loyalty in casinos
TL;DR: In this article, the authors investigated the relationship between casino service quality, player segments and customer loyalty in an Asian casino and found that various dimensions of service quality have differing effects on customer loyalty and the level of loyalty varies across different segments.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
Loyalty: A strategic commitment
John T. Bowen,Stowe Shoemaker +1 more
TL;DR: In this article, the authors describe a long-term relationship in which a hotel earns its guests' trust by building a group of loyal customers, which is money in the bank for a hotel.
Journal ArticleDOI
The Effect of Environmental Perceptions on Behavioral Intentions Through Emotions: The Case of Upscale Restaurants
TL;DR: This paper built a conceptual model to show how customers' perceptions of dining environments influence behavioral intentions through emotions in the upscale restaurant setting, and found that customers perceived dining environments influenced behavioral intentions.
Journal ArticleDOI
Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth
TL;DR: In this paper, the authors investigated the relative importance of institutional DINESERV factors (i.e., food quality, atmosphere, service quality, convenience, and price and value) that affect customer satisfaction in the university dining facilities and examined the influence of customer satisfaction on return intention and word-of-mouth endorsement.
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A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction
Ki-Joon Back,Sara C. Parks +1 more
TL;DR: In this article, empirical tests of the relationship between customer satisfaction and brand loyalty have not been conducted, and the primary purpose of this study was to evaluate the impact of customer satisfaction on brand loyalty.