Diversity management in tourism and hospitality: an exploratory study

foresight ◽  
2017 ◽  
Vol 19 (3) ◽  
pp. 323-336 ◽  
Author(s):  
Ruchika Malik ◽  
Tanavi Madappa ◽  
Jaya Chitranshi
Keyword(s):  
Best Practices ◽  
Cultural Diversity ◽  
Secondary Data ◽  
Diversity Management ◽  
Tourism Industry ◽  
Complex Nature ◽  
Content Type ◽  
Diverse Workforce ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose The hospitality and tourism industry has seen an increase in organizations operating internationally, bringing people from diverse cultural backgrounds together. The authors aim to help clarify that with a lack of awareness and understanding about diversity, many problems arise in terms of effective intercultural communication between managers and employees and employees and the customers. This paper helps in answering the questions related to the importance of cross cultural management, the intercultural issues faced by an organization, the best practices for diversity management and the future of cultural diversity. Design/methodology/approach The authors have carried out a review-based research of 60 papers relevant to the topic. The study has been restricted to secondary data consisting of research in the area of managing cultural diversity. Findings The researchers have concluded that there are different dimensions of cultural diversity and thus policies and programs to manage it have to be carefully implemented and integrated. Also, managers need to identify the current gaps in the organization in terms of diversity management to take the necessary steps for building a harmonious relationship between expatriates and the local employees. Originality/value The study addresses the complex nature of cultural diversity and the management issues of multiculturalism within the hospitality and tourism industry. The authors have made an effort to identify the best practices and programs for managing a diverse workforce which may also improve engagement and retention levels through radical inclusion of employees.

Diversity management research in hospitality and tourism: past, present and future

2017 ◽  
Vol 29 (1) ◽  
pp. 68-114 ◽  
Author(s):  
Valentini Kalargyrou ◽  
Wanda Costen
Keyword(s):  
Group Performance ◽  
Diversity Management ◽  
Tourism Industry ◽  
Management Research ◽  
Social Psychological ◽  
Content Type ◽  
Management Literature ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry ◽  
General Business

Purpose The purpose of this paper is to present a review of diversity management research published in hospitality and tourism-specific and business discipline-based journals. The study objectives include attempting to assess the progress of diversity management research in hospitality and tourism, identifying gaps between the general business diversity management literature and the hospitality and tourism literature and providing hospitality and tourism scholars with suggestions to advance knowledge in diversity management. Design/methodology/approach The study is a critical review of the existing diversity management literature in the general business and hospitality and tourism disciplines in an attempt to identify gaps and make suggestions for expanding this knowledge in the hospitality and tourism fields. Findings There are significant gaps between the diversity management scholarship conducted in hospitality and tourism disciplines and the general business field. Diversity management research in general business is far more in-depth and uses sociological and social psychological theoretical frameworks. Research limitations/implications There are lessons to be learned from the general business literature that uses strong theoretical foundations deeply grounded in sociological, psychological, social-psychological and management theories. The general management literature also explores the conditions under which diversity management adds value or creates challenges for organizations. Practical implications The hospitality and tourism industry has employed large numbers of ethnic minorities, women and members of the lesbian, gay, bisexual and transgender community for decades. As such, it is critical that scholars explore the implications of such a diverse workforce not only on organizational outcomes, but also on individual and group performance. The general business diversity management research suggests that workgroup composition can influence individual and group performance, as well as the quality of co-worker relationships. Given the team-oriented, interdependent nature of work in the hospitality and tourism industry, it is imperative that researchers conduct studies that help practitioners understand the most effective perspectives and approaches to diversity management. Social implications The critical literature review demonstrated that there is extremely scarce research on diversity management focusing on employees with disabilities. It is imperative to shed more light on best diversity management practices, workplace etiquette of this under-represented group of employees and their interaction with their co-workers. Originality/value This study’s results provide insight into areas of exploration that can significantly enhance the scholarship on diversity management in the hospitality and tourism literature.

State of the Canadian hospitality and tourism industry

2017 ◽  
Vol 9 (4) ◽  
pp. 381-390
Author(s):  
Chandana (Chandi) Jayawardena ◽  
Altaf Sovani ◽  
Alanna MacDonald
Keyword(s):  
Tourism Industry ◽  
Theme Issue ◽  
Content Type ◽  
Tourism Marketing ◽  
The Past ◽  
Labour Shortage ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry ◽  
Marketing Budgets ◽  
Practical Implications

Purpose This paper aims to provide a backdrop to the Worldwide Hospitality Themes (WHATT) theme issue (volume 9, issue 4) on aspects of the hospitality and tourism industry of Canada. Design/methodology/approach Canadian hospitality and tourism educators and their counterparts in the industry have collaborated periodically to discuss the challenges they face and to find practical solutions. Outcomes of ten key initiatives in Canada during the past 15 years that brought leaders of the hospitality and tourism industry and academia together to create 50 academic papers are summarized. Findings This paper provides key information on Canada, its people, its economic conditions and the challenges of the five sectors of the tourism industry in Canada. By introducing the main challenges faced by each sector, this paper provides a foundation for the other articles that follow in this WHATT theme issue. Practical implications Canadian tourism is losing ground, tourism marketing budgets are significantly reducing and there is a labour shortage crisis which are identified as key challenges requiring urgent attention. In conclusion, the authors suggest practical solutions. Originality/value Readers who are interested in the Canadian hospitality and tourism industry will find this paper to be of interest.

Going digital is the only way forward for the Indian hospitality and tourism industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandeep Munjal ◽  
Anjana Singh
Keyword(s):  
Customer Experience ◽  
Tourism Industry ◽  
Theme Issue ◽  
Content Type ◽  
Digital Era ◽  
Use Of Technology ◽  
Rapid Pace ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose The purpose of this paper is to review and summarize the theme issue outcomes in relation to the strategic question: How is the hospitality and tourism industry in India responding to the dynamic digital era? Design/methodology/approach This paper draws on the findings of the theme issue contributors to identify the response of the Indian hospitality and tourism industry towards the rapid pace of digitization and use of technology. Findings The summary highlights the research on various facets of digital push with respect to marketing of products and services, role of data analytics, use of technology tools in operations to impact customer experience. It has implications for industry practitioners, researchers and policymakers. Practical implications It is quite clear that technology needs to be embraced by the hospitality and tourism Industry in India at a faster pace to compete well globally, deployment of digital technology has potential to positively impact efficiencies and quality of customer experience. There are huge implications for how digital marketing is going to become a critical part of the marketing strategy at large. Originality/value The research in this theme provides insight from both practitioner and academic perspectives provide a take on the ground realities with respect to how the hospitality and tourism businesses in India are changing how they work in the digital era.

A critical review of smart hospitality and tourism research

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rob Law ◽  
Huiyue Ye ◽  
Irene Cheng Chu Chan
Keyword(s):  
Supply And Demand ◽  
Relevant Literature ◽  
Tourism Industry ◽  
Tourism Research ◽  
Content Type ◽  
Balanced Development ◽  
Comprehensive Knowledge ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry ◽  
Practical Implications

Purpose This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research. Design/methodology/approach Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers. Findings Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand. Practical implications Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry. Originality/value This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.

An evolutionary analysis of revenue management research in hospitality and tourism

2020 ◽  
Vol 32 (2) ◽  
pp. 560-587 ◽  
Author(s):  
Basak Denizci Guillet
Keyword(s):  
Revenue Management ◽  
Citation Analysis ◽  
Paradigm Shift ◽  
Tourism Industry ◽  
Intellectual Structure ◽  
Reference List ◽  
Evolutionary Analysis ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose The purpose of this study is to examine the evolution of revenue management (RM) research’s intellectual structure in hospitality and tourism in an effort to initiate a creative discourse for RM scholars. Design/methodology/approach Co-citation analysis was used to examine the reference list of 343 articles over a 35-year period (1983-2018). Co-citation analysis focused on subject clustering and source knowledge evolution. Five periods were created to investigate the evolution of the RM field in the hospitality and tourism industry. The paradigm shift approach was adopted to acquire a better understanding of scientific evolution. Findings Findings indicated that from a Kuhnian perspective, RM research in hospitality and tourism did not go beyond the normal science phase. There is no current indication of anomalies in the form of conflict or questioning of the existing paradigms in RM research in hospitality and tourism. This might change, as the research in this realm develops further and evolves. Research limitations/implications This study identified issues related to research themes that have the potential of moving RM research in hospitality and tourism to the next level, enabling the paradigm shift in this discipline. Originality/value This study is instrumental in its outlook on the evolution of RM research’s intellectual structure in hospitality and tourism. In addition, it is the first study that considers the concept of paradigm shift in RM research context in hospitality and tourism.

scholarly journals A retrospective view of electronic word-of-mouth in hospitality and tourism management

2018 ◽  
Vol 30 (1) ◽  
pp. 313-325 ◽  
Author(s):  
Stephen W. Litvin ◽  
Ronald E. Goldsmith ◽  
Bing Pan
Keyword(s):  
Word Of Mouth ◽  
Tourism Industry ◽  
Major Influence ◽  
Electronic Word Of Mouth ◽  
Mobile Media ◽  
Media Campaigns ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry ◽  
The Impact

Purpose The purpose of this paper is to review the impact electronic word-of-mouth (eWOM) has had on the hospitality and tourism industry and discuss the changes that will affect its future. The paper’s touchpoint is the authors’ earlier paper (Litvin et al., 2008), which proposed that eWOM was to become a major influence as a conduit of travelers’ views and opinions. Design/methodology/approach The paper summarizes the arguments of the authors’ earlier paper, describing ways in which eWOM has evolved into the influential system it has become, with special emphasis on the growth of mobile media as a platform for eWOM dissemination. Findings The authors conclude that eWOM has fulfilled its promise to become a major influence on the hospitality and tourism industry and will continue to play an essential role in hospitality marketing for the foreseeable future. Practical implications The authors provide examples of successful media campaigns and propose strategies for hospitality and tourism businesses. Originality/value eWOM has emerged to become a highly influential element of modern marketing strategy. This look back at an early eWOM paper, with reflection on changes that have occurred and a view to the future, is of value as validation of an often cited article that set the stage for much subsequent hospitality research.

scholarly journals The Potential of Capsule Hotel Service in Semarang

2019 ◽  
pp. 196
Author(s):  
Diena Mutiara Lemy ◽  
Elisabeth Heidi
Keyword(s):  
Direct Observation ◽  
Research Study ◽  
Secondary Data ◽  
Tourism Industry ◽  
Primary Data ◽  
Feasibility Research ◽  
Hotel Service ◽  
One Stop ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

In the last seven years, hospitality and tourism industry becomes one of the world’s fastest-growing industries (Carter, 2018). The data for this proposal are gathered from primary data (direct observation and questionnaires) and secondary data (online publications). Capsule Hotel Service provides capsule rooms for guests to stay, as well as one-stop-culinary The purpose of this feasibility research study is to see whether this business is feasible or not by looking at the marketing aspect.    

Rise of the machines: towards a conceptual service-robot research framework for the hospitality and tourism industry

2020 ◽  
Vol 13 (12) ◽  
pp. 3835-3851
Author(s):  
Glenn McCartney ◽  
Andrew McCartney
Keyword(s):  
Decision Making ◽  
Conceptual Framework ◽  
Hospitality Industry ◽  
Tourism Industry ◽  
Service Robot ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Tourism And Hospitality Industry ◽  
Hospitality And Tourism Industry ◽  
Practical Implications

Purpose This study aims to introduce a conceptual framework for service robot (SR) acceptance by customers, employees and policymakers – a framework to help determine corporate decision-making on SR workplace integration. Design/methodology/approach This study reviews SR adoption literature within the tourism and hospitality industry. These SRs may have some level of artificial intelligence capability and possibly anthropomorphic (e.g. humanoid) or zoomorphic (e.g. animal-like) features, contingent on task and design choices. The study then identifies factors that potentially influence employee and consumer acceptance and experiences of SR, as well as policy and compliance factors and all elements of the corporate decision-making process concerning SR adoption in the hospitality setting. Findings This paper reviews the obstacles and benefits of SR adoption in the hospitality industry based on employee, consumer and public policy considerations. Research limitations/implications SRs are increasingly deployed within hospitality and tourism settings. Future studies should further explore the value-adding functions of SRs implemented in existing hospitality operations. Practical implications Hospitality and tourism industry practitioners should integrate the dimensions in the conceptual framework to make fully informed decisions on SR adoption. Originality/value To the best of the authors’ knowledge, this is one of the first studies to provide a holistic SR adoption framework offering theoretical and practical implications for ongoing SR research and implementation.

Listening to the voice of the customer in the hospitality industry: Kano model application

2018 ◽  
Vol 10 (4) ◽  
pp. 436-448 ◽  
Author(s):  
Margarita Zobnina ◽  
Aleksandr Rozhkov
Keyword(s):  
Customer Satisfaction ◽  
Tourism Industry ◽  
Measurement Tool ◽  
Hotel Management ◽  
Kano Model ◽  
Model Application ◽  
Content Type ◽  
Depth Analysis ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose This paper aims to discuss the customer satisfaction drivers of Russian tourists choosing hotels in Europe. Design/methodology/approach The study is focused on tangible aspects of the hotel service product adopted from the European Hotel Guest Satisfaction Index by J.D. Power. Research methodology is based on the Kano model that enables satisfaction driver classification based on the level of their impact. Data collection was conducted via online panel representative for 1 million+ Russian cities, totaling 1,238 respondents. Findings This paper reveals groups of customer satisfaction drivers by their impact from attractive to expected and indifferent, as well as customer preference profile by age, overall travel experience and trip purpose (recreational, sightseeing or active tourism). Research limitations/implications This paper focuses on the tangible attributes of hotel experience; the survey sample composed of Russian tourists that evaluated their satisfaction with hotels in Europe. Practical implications As a result of the study, the authors test Kano model application in the hospitality and tourism industry, providing hotel managers with an advanced yet easy to use customer satisfaction measurement tool. Also, the authors demonstrate substantial differences in customer satisfaction drivers by groups that can be used to plan product development. “Expected” and “one-dimensional” groups of product features would cause customer dissatisfaction if missing and should be the first priority of management. Interestingly after a certain level, “expected” factors have no marginal value, so their improvement by the hotel management should be limited. On the other hand, “attractive” factors boost customer satisfaction while present but with no negative impact if they are absent; that makes this group the second priority for hotel management. Factor distribution by group is different for various customer segments that can also be taken into consideration when designing the marketing communications of a hotel. Originality/value In this research, the authors use the Kano model to identify customer satisfaction drivers in the hospitality and tourism industry. This methodology enables in-depth analysis of the factors’ impact and provides understanding of the accommodation product improvement potential based on customer perception. The authors suggest several groups of factors and demonstrate that certain high-impact satisfaction drivers have zero incremental value for customers.

Wine tourism signage programs in the USA

2017 ◽  
Vol 29 (4) ◽  
pp. 457-483
Author(s):  
Erick T. Byrd ◽  
Joyendu Bhadury ◽  
Samuel P. Troy
Keyword(s):  
Best Practices ◽  
Secondary Data ◽  
Tourism Industry ◽  
Wine Industry ◽  
Primary Data ◽  
Regulatory Environment ◽  
Content Type ◽  
Wine Tourism ◽  
The Usa ◽  
Practical Implications

Purpose Highway signage programs are important to the success of winery tourism industry. The purpose of this paper is to investigate the regulatory environment US wineries operate under in regards to highway signage programs. The goal then is to compare wine tourism-related highway signage programs in the USA and identify best practices for the programs. Design/methodology/approach Twenty-six programs from 13 US states are included in this study. Research collected both primary data (through interviews with 30 officials and representatives) and secondary data (from websites, government publications) to identify the costs, regulations and rules of each program. Findings A review of these programs shows that while there are many common elements in these programs, all are managed differently, have different operational and facility requirements for participation and vary in cost. Practical implications Highway signage programs related to winery tourism are best administered by a single state-wide governmental agency or foundations/trusts. Second, highway signage program should link with a separate certification program for the wineries which guarantees a certain minimum amount of local content. Winery owners and officials interviewed also emphasized the need for synergy among neighboring wineries to facilitate winery tourism. Originality/value Limited research has been conducted about the regulatory environment of signage programs that are specific to the wine industry in the USA. This study begins to address this gap in the literature by presenting an overview and best practices of 26 wine tourism-related highway signage programs from 13 different states across the USA.

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