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 Meta-analysis of outcomes of leader–member exchange in hospitality and tourism: what does the past say about the future?

2020 ◽  
Vol 32 (6) ◽  
pp. 2155-2173 ◽  
Author(s):  
Wen Chang ◽  
Anyu Liu ◽  
Xuhui Wang ◽  
Bowen Yi
Keyword(s):  
Meta Analysis ◽  
Tourism Industry ◽  
Leader Member Exchange ◽  
Content Type ◽  
Industry Sector ◽  
Lmx Theory ◽  
Member Exchange ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry ◽  
The Impact

Purpose Leader–member exchange (LMX) theory is particularly relevant to the hospitality and tourism industry due to its labor-intensive and service-focused nature. However, the hospitality literature regarding the impact of LMX on its various outcomes have inconsistent results. A holistic review of LMX studies is nonexistent in the current literature. Thus, the purpose of this study is to use a meta approach to quantitatively summarize and examine the relationship between LMX and its outcomes in the hospitality and tourism literature. Design/methodology/approach A total of 89 individual observations from 36 studies conducted between 1997 and 2018 were identified. A Bayesian random effect model was introduced into the hospitality and tourism literature for the first time to implement the meta-analysis. Findings The results suggest significant differences in the impact of LMX on various groups of outcomes. LMX has the strongest impact on firms’ practice-related outcomes, such as organizational justice and employee empowerment. Few moderators are identified on the impact of LMX, such as LMX measure, culture, industry sector and statistical method. Practical implications Findings yielded several recommendations for both hospitality researchers and organizations in developing LMX related studies, as well as managing employees. Originality/value This study is the first Bayesian meta-analysis in the hospitality and tourism literature; it complements LMX theory by linking it to cognitive appraisal theory. Specific characteristics of LMX in the hospitality and tourism industry, such as the measurement of LMX and the effect of industry sector, are also identified.

scholarly journals “Chill or thrill”: the impact of the “polarity paradox” on hospitality and tourism

2016 ◽  
Vol 2 (1) ◽  
pp. 71-78 ◽  
Author(s):  
Anna De Visser-Amundson ◽  
Annemieke De Korte ◽  
Simone Williams
Keyword(s):  
Tourism Industry ◽  
New Approach ◽  
Content Type ◽  
Travel And Tourism ◽  
Travel Experience ◽  
Hospitality And Tourism ◽  
The Difference ◽  
Hospitality And Tourism Industry ◽  
Thrill Seeking ◽  
The Impact

Purpose In a society of abundance, complexity, uncertainty and secularisation, consumers seek extreme market offerings. They thereby avoid the grey middle ground and rather seek white or black, or rather utopia or dystopia, in their experiences. This consumer behaviour is coined the Polarity Paradox. The purpose of this paper is to investigate the effect of the Polarity Paradox on travel and tourism and specifically highlight how darker and dystopian type of tourism experiences can add value to the overall tourist experience. Design/methodology/approach The paper is based on literature and trend report reviews to support the direction of the Polarity Paradox trend and the opportunities it presents to the hospitality and tourism industry. Findings Travellers do not seek only beauty and happiness when travelling. Examples of the thrilling or dystopian side of the Polarity Paradox clearly illustrate travellers’ emerging needs to look for the extreme. In fact, new travel and hospitality experiences are all about originality and understanding that whether the experience triggers positive or negative emotions matter less in a market where consumers want to be “shaken up”, surprised, taught something or seek a deeper meaning. The difference with the past is that these same thrill seeking tourists, also seek “white” and chilling experiences and that demands a new approach to market segmentation. Originality/value Until now, the Polarity Paradox has been described as a general consumer trend. In this paper, the authors are the first to analyse its possible impact on hospitality and tourism and in detail describe that black, dystopian and thrilling experiences can be positive when they trigger emotions and reactions meaningful to the traveller. The authors further show that “playing it safe” will not be the future to build successful hospitality and tourism experiences. The examples explore how the hospitality and tourism industry can add elements of “dystopia” and by doing that actually add value to the overall travel experience.

RFRA and the hospitality industry in Indiana: political shocks and empirical impacts on Indianapolis’ hospitality and tourism industry

2016 ◽  
Vol 2 (3) ◽  
pp. 221-231 ◽  
Author(s):  
Craig Webster ◽  
Chih-Lun (Alan) Yen ◽  
Sotiris Hji-Avgoustis
Keyword(s):  
Hospitality Industry ◽  
Tourism Industry ◽  
The State ◽  
The Political ◽  
Content Type ◽  
Market Report ◽  
Lgbt Community ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry ◽  
The Impact

Purpose Religious Freedom Restoration Act (RFRA) is a controversial bill passed by the State of Indiana and signed into law in March 2015. The purpose of this paper is to look into whether there is empirical evidence that the political shock of RFRA had a negative empirical impact upon the hotel industry in Indiana’s major city, Indianapolis, and investigate how DMOs and other organizations in the tourism and hospitality industry worked in ways to counteract the threat of a great deal of loss of business caused by the national furor caused by the passing of the original bill in March 2015. Design/methodology/approach To fully examine the impact of RFRA on hospitality business in Indiana, secondary data were used in this study. The researchers used the Trend Market report created by Smith Travel Research (STR) (2016b) with a focus on the greater Indianapolis area, which include Indianapolis South East, Indianapolis Central Business District, Indianapolis Airport/Speedway, Indianapolis North Loop, and Indianapolis small towns. In the Trend Market report, hotel operation performance results are listed including occupancy percentage, average daily rate, revenue per available room, supply, demand, and revenue. Findings The findings from this investigation illustrate that there is no empirical reason to believe that the political shock of the RFRA controversy in Indiana in 2015 had a meaningful impact upon the hospitality and tourism industry in Indianapolis, despite concerns that it would make a big and negative impact upon the industry. While event planners may have a negative perception of the city of Indianapolis and the state, these perceptions do not seem to be enough to make a difference in terms of impacting upon the hospitality industry in Indianapolis. Originality/value There are lessons that could be learned from this, as many states in the USA continue to pass similar laws to RFRA, laws that are perceived as being problematic for those in the lesbian, gay, bisexual, and transgender (LGBT) community. The most noteworthy lesson is that the passing of laws that seem to threaten people of the LGBT community will bring a national response and will likely be accompanied with threats that are economic in nature. There is a great deal of evidence to show that passing any legislation that may be interpreted as infringing upon the rights of members of the LGBT community will result in substantial responses that may be negative in nature.

Conclusion: emerging issues for Indian hospitality and tourism businesses: How are managers responding to the COVID-19 pandemic?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shweta Tiwari ◽  
Gunjan M. Sanjeev
Keyword(s):  
Tourism Industry ◽  
Theme Issue ◽  
Content Type ◽  
Education Leaders ◽  
Emerging Issues ◽  
Hospitality And Tourism ◽  
Higher Education Leaders ◽  
Hospitality And Tourism Industry ◽  
The Impact ◽  
Industry Professionals

PurposeThis concluding article summarizes the main findings in response to the theme issue strategic question: How are hospitality and tourism businesses in India responding to the COVID-19 pandemic?Design/methodology/approachThe conclusion identifies some contemporary and relevant areas for development in the post-pandemic era. To summarize, this paper draws out the key findings of the theme issue articles and presents the main recommendations for industry action.FindingsThis conclusion highlights emerging issues for Indian hospitality and tourism businesses and includes specific recommendations for industry professionals, policymakers and other stakeholders in relation to strategies that could be adopted to mitigate the impact of the COVID-19 pandemic.Practical implicationsGiven the wide impact of the pandemic across industries, this issue will be of interest to practitioners, higher education leaders, policymakers and other stakeholders as it draws on industry-focused research to explore the challenges and possible solutions to current and pending challenges. This issue also provides insights for further collaborative research.Originality/valueThis article provides insights from practitioners and academics relating to the current and on-going impact of the COVID-19 pandemic and developmental steps that the hospitality and tourism industry in India is taking in response.

How electronic word of mouth (e-WOM) triggers intention to visit through destination image, trust and satisfaction: the perception of a potential tourist in Japan and Indonesia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ida Bagus Putu Purbadharmaja ◽  
Putu Yudi Setiawan ◽  
Toshikatsu Hayashi ◽  
Anak Agung Bagus Putu Widanta
Keyword(s):  
Peer Review ◽  
Word Of Mouth ◽  
Structural Model ◽  
Developed Countries ◽  
Tourism Industry ◽  
Online Discussions ◽  
Theory And Practice ◽  
Destination Image ◽  
Electronic Word Of Mouth ◽  
Content Type

PurposeThe purpose of the paper is to analyze the different results between the effects of electronic word of mouth (e-WOM) on the perception of potential tourist in Japan and Indonesia regarding destination image, destination trust, satisfaction and their intention to visit.Design/methodology/approachThis research method is a structural model. Based on the existing literature review, several variables were obtained which were then analyzed by WarpPLS 6.0 software. The sampling method applied in this study is the purposive sampling technique. Samples of 200 potential tourists were collected in Indonesia and 100 potential tourists were collected in Japan. The population in this study was a potential tourist in Indonesia and Japan, with the following criteria: An Indonesian citizen, age between 19 and 60 years, who has never visited Japan and a Japanese citizen who has never visited Indonesia and have ever read or conduct online discussions regarding Japan and Indonesia as a tourist destination.FindingsThe results of the analysis of the two respondents in Japan and Indonesia prove that e-WOM has a positive effect on the image of the destination and intention to visit but not on the confidence of the destination. Destination image was also proven to significantly mediate the influence of e-WOM on intention to visit. These findings bring important implications for the theory and practice of tourism marketing.Originality/valueTheoretically, the result could be used as a reference for further research about the comparison between the effect e-WOM on destination image, destination trust and intention to visit of potential tourist in developed countries and developing countries. Practically, the result could be used as a consideration for the tourism industry and authority in both countries when formulating the destination marketing strategy.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-03-2019-0111

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.

Prospects of the fourth industrial revolution for the hospitality industry: a literature review

2020 ◽  
Vol 11 (3) ◽  
pp. 479-494
Author(s):  
Benjamin Appiah Osei ◽  
Neethiahnanthan Ari Ragavan ◽  
Henry Kofi Mensah
Keyword(s):  
Literature Review ◽  
Hospitality Industry ◽  
Industrial Revolution ◽  
Tourism Industry ◽  
Service Industries ◽  
Future Research ◽  
Content Type ◽  
Fourth Industrial Revolution ◽  
Hospitality And Tourism ◽  
The Impact

Purpose The economy of today has moved toward the fourth industrial revolution (FIR), which is characterized by the adoption of technologies such as cyber-physical systems, internet of things, big data, artificial intelligence and robotics. Globally, there is a lot of awareness created on the influence of the FIR on all industries, including hospitality and tourism. A plethora of studies on FIR have been conducted in the setting of manufacturing industries. Nonetheless, there seems to be in-exhaustive and non-consensual agreement among researchers as to the development and prospects of the FIR for service industries. Therefore, the aim of this paper was to comprehensively review the prospects of the FIR for the hospitality and tourism industry. Design/methodology/approach As a result of the novelty and gaps associated with the FIR in the hospitality literature, the authors explored the concept of FIR using a comprehensive literature review approach. Specifically, this paper reviews existing literature from diverse academic backgrounds, and annotates issues with regard to the evolution and prospects of the FIR for the hospitality industry. Findings Emphatically, the development and principles of FIR were expatiated. Additionally, an exegesis was carried out on the prospects (positives and challenges) of FIR for the hospitality industry. Finally, practical and social implications were also discussed. Originality/value It still remains a discourse among scholars and industry stakeholders as to the prospects of the FIR. This paper clarifies the confusion among researchers and bridges the literature gaps. Moreover, this review serves as a theoretical foundation for future research on the impact of FIR on the hospitality industry.

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