Understanding travellers’ reactions to robotic services: a multiple case study approach of robotic hotels

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kadir Çakar ◽  
Şehmus Aykol
Keyword(s):  
New Technologies ◽  
Service Industry ◽  
Tourism Industry ◽  
Human Robot Interaction ◽  
Customer Engagement ◽  
High Tech ◽  
Content Type ◽  
Social Distancing ◽  
Study Approach ◽  
Hospitality And Tourism Industry

Purpose The purpose of this paper is to investigate travellers’ behaviour and examine their reactions to high-tech hotels offering robotic services to customers. Design/methodology/approach Data were gathered from user-generated content within the context of a qualitative research method by analysing the online narratives of travellers at TripAdvisor who visited robotic hotels. Data analysis was realised through content analysis, which revealed various themes and categories of traveller behaviour and reactions to technology. Findings Results show that robotic services significantly improve the quality of service offered to travellers, while positively affecting travellers’ intention to revisit robotic hotels within the context of customer engagement behaviours. Research limitations/implications The results of the present research reveal that the introduction of new technologies in the service industry, such as the robotic butler, can have considerable effects on guest behaviour and attitudes. This field has emerged as a new sub-dimension of customer engagement. Practical implications The use of robots will most likely enhance experiences through interaction between customers and robots. Additionally, in cases where social distancing is required, the use of robots in the hospitality and tourism industry may increase the mobility of people wishing to travel by applying social distancing through use of robots in services. Originality/value The study contributes to the extant literature by identifying the concept of adoption as a sub-dimension deriving from human–robot interaction, thus generating the novelty of the research.

How is the hospitality and tourism industry in India responding to the dynamic digital era?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anjana Singh ◽  
Sandeep Munjal
Keyword(s):  
Digital Technologies ◽  
Online Reviews ◽  
Tourism Industry ◽  
Customer Engagement ◽  
Theme Issue ◽  
Content Type ◽  
Digital Era ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose This paper aims to introduce the background with the theme issue question: How is the hospitality and tourism industry in India responding to the dynamic digital era? Design/methodology/approach The paper has discussed the importance of digital technologies and its scope in customer engagement and marketing of hospitality and tourism products; nevertheless, it also identifies the role of human touch and traditional marketing by suggesting the appropriate mix. This paper has examined the role of influencers and online reviews in impacting the purchase tech decisions related to travel and tourism. Findings This paper highlights the current digital trends in hospitality and tourism of India and highlights the contribution of authors toward the strategic question. Practical implications The theme issues draw extensively from industry leaders, digital agencies, restaurant owners and tech consumers to offer relevant and varied perspectives. Originality/value India is making significant progress in the adoption of digital technologies; yet, there is limited research in providing insights and barriers about hospitality and tourism services. This theme issue will identify the untapped potential and issues with respect to the Indian context.

scholarly journals High tech meets high touch in upscale hotels

2016 ◽  
Vol 7 (4) ◽  
pp. 347-365 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Ana Margarido
Keyword(s):  
Design Methodology ◽  
New Technologies ◽  
High Tech ◽  
Technological Innovations ◽  
Content Type ◽  
Hotel Websites ◽  
Hotel Managers ◽  
The Impact ◽  
Qualitative Phase ◽  
Business Travellers

Purpose This paper presents an analysis of the impact of current technologies on customer experiences in upscale hotels and assesses the potential of the latest technologies for enhancing customers’ stay. Design/methodology/approach A two-step approach was applied in this study. The qualitative phase included an examination of upscale hotel websites, interviews with hotel managers and an internet search regarding the latest technological innovations in hotels. In the quantitative stage, a questionnaire was developed for hotel guests, generating a sample of 310 valid completed questionnaires. Findings The results reveal that hotel guests value digital involvement in their hotel experience. Moreover, business travellers and younger generations give greater importance to latest technologies. Originality/value This study analyses the most innovative technologies, providing guidance for hoteliers wishing to upgrade or implement new technologies. Based on the findings, hoteliers can achieve greater differentiation by offering the most important and latest technology to guests, enhancing their experience and attracting new customers, which can potentially lead to increased revenues. The study’s results are also important because they include the perceptions of both managers and customers.

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.

Customer engagement and value co-creation/destruction: the internal fostering and hindering factors and actors in the tourist/hotel experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Clement Nangpiire ◽  
Joaquim Silva ◽  
Helena Alves
Keyword(s):  
Design Methodology ◽  
Hospitality Industry ◽  
Document Analysis ◽  
Tourism Industry ◽  
Theory And Practice ◽  
Customer Engagement ◽  
Analysis Framework ◽  
Content Type ◽  
Depth Interviews ◽  
Practical Implications

PurposeThe customer as an active and engaged value co-creator raises new challenges for theory and practice, especially in the hospitality industry. However, the connection between engagement and co-creation is little studied in the hotel/tourism literature. This paper proposes a connection between customer engagement (CE) and value co-creation frameworks to ascertain and depict the internal actors' activities and factors that foster or hinder guests' co-creation and destruction of value.Design/methodology/approachThe researchers used qualitative methods (35 in-depth interviews, document analysis and four observation sessions) in seven regions of Ghana to explore the customer's perspective. Data were analyzed with NVivo11 within a thematic analysis framework.FindingsThe findings suggest that positive and negative engagement fosters or hinders guests' interactions, which lead to value co-creation or destruction. The research also discovered that negative interactions occasioned by any factor or actor trigger value destruction at multiple stages of the experience journey.Practical implicationsIndustry players can use the framework developed to assess their businesses, explore and reflect on the proposed value they aim to generate, and thus be more aware of how they can better facilitate value co-creation with their consumers and avoid value destruction.Originality/valueThis research proposes a novel connection between customer interactions, engagement and value co-creation to ascertain and depict the internal actors' activities and factors that foster or hinder customers' experience in the hotel/tourism industry.

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.

Is there such a thing as feminine leadership? Being a leader and not a man in the hospitality industry

2019 ◽  
Vol 31 (7) ◽  
pp. 2970-2993 ◽  
Author(s):  
Basak Denizci Guillet ◽  
Anna Pavesi ◽  
Cathy H.C. Hsu ◽  
Karin Weber
Keyword(s):  
Hong Kong ◽  
Leadership Styles ◽  
Women Executives ◽  
Hospitality Industry ◽  
Selection Process ◽  
Tourism Industry ◽  
Women In Leadership ◽  
Content Type ◽  
Leadership Orientations ◽  
Hospitality And Tourism Industry

Purpose The purpose of this study is to examine and discuss whether women executives in the hospitality industry in Hong Kong adopt a feminine, masculine or gender-neutral approach to leadership. Design/methodology/approach This study focuses on women with positional power in senior-level leadership roles within the hospitality and tourism industry in Hong Kong. A qualitative approach was taken to capture the multiple dimensions of these female executive’s leadership orientations. The participants included 24 women executives. Findings Participants’ representations show that women have a multitude of leadership styles that operate on three continua. Not all women executives display leadership orientations that adhere to their indigenous culture values. Individual differences or differences related to the organizational culture are still relevant. Research limitations/implications A low number of women in leadership positions in Hong Kong limited the selection process of participants. There might be a selection bias based on that the participants volunteered to participate in the research study and some declined. Findings are based on participants’ memory to reflect on their leadership styles. Originality/value Because of the traditional and conventional definitions of leadership, women leaders might feel that they should behave in a masculine way to be taken seriously as a leader. There is a need to understand whether women executives today manage to defeat these stereotypes and comfortably display a feminine approach to leadership. A culture that values and leverages feminine approaches in addition to masculine approaches is likely to have higher engagement and retention of women.

scholarly journals Stimulating satisfaction and loyalty: transformative behaviour and Muslim consumers

2020 ◽  
Vol 32 (9) ◽  
pp. 2903-2923
Author(s):  
Naushad Mohamed ◽  
Babak Taheri ◽  
Anna Farmaki ◽  
Hossein Olya ◽  
Martin Joseph Gannon
Keyword(s):  
Complexity Theory ◽  
Consumer Satisfaction ◽  
Qualitative Comparative Analysis ◽  
Tourism Industry ◽  
Destination Image ◽  
Future Research ◽  
Content Type ◽  
Hospitality And Tourism Industry ◽  
Tourism And Hospitality ◽  
Practical Implications

Purpose This study aims to investigate the combinations of religiosity, cosmopolitanism and perceived destination image leading to satisfaction and loyalty amongst Muslim consumers within the Maldivian tourism and hospitality context. Design/methodology/approach Using fuzzy-set qualitative comparative analysis (fsQCA), this study reveals that diverse combinations of religiosity, cosmopolitanism and destination image dimensions stimulate satisfaction and loyalty in Muslim consumers. Findings Multiple recipes can be used to design compelling destinations that balance the desire for religiosity and cosmopolitanism characteristic of contemporary Muslim consumers. The results confirm the applicability of complexity theory in explaining Muslim consumer behaviour within the Islamic destination context. Practical implications Several implications for the hospitality and tourism industry are drawn from the results, with suggestions for future research provided. Each fsQCA recipe identifies distinct suggestions to shape the design of destination attributes and hospitality offerings to stimulate consumer satisfaction and loyalty. Originality/value Complexity theory was applied to assess the complex causal relationships among Muslim consumers’ religiosity, perceived destination image, cosmopolitanism, satisfaction and loyalty.

Can all sectors of the hospitality and tourism industry be influenced by the innovation of Blockchain technology?

2019 ◽  
Vol 11 (2) ◽  
pp. 112-120 ◽  
Author(s):  
Paul Willie
Keyword(s):  
Hospitality Industry ◽  
Tourism Industry ◽  
General Introduction ◽  
Operational Effectiveness ◽  
Content Type ◽  
Blockchain Technology ◽  
Technology Applications ◽  
Hospitality And Tourism Industry ◽  
Industry Sectors ◽  
Practical Implications

Purpose This paper aims to provide a general introduction to Blockchain technology and how it can be used within the global hospitality industry. In particular, this paper speaks to three industry sectors where Blockchain technology is currently in use. Design/methodology/approach This paper draws on the perspective of an academic who also continues to serve as an industry practitioner within the field of hospitality technology. To this end, the paper provides several examples as to how Blockchain technology can be used to further advance the hospitality profession within a number of different industry sectors. Findings Blockchain technology is being used now within the hospitality industry for both practical and strategic purposes. It can be used in most sectors of the profession and will continue to be used within the hospitality industry for many years ahead. The technology is still relatively new and will continue to become more advanced and sophisticated with the passage of time. Practical implications Many hospitality industry examples are provided as to how Blockchain technology can be used to improve operational effectiveness, efficiencies and overall profitability. Originality/value This paper adds value and contributes to the literature relating to Blockchain technology applications in the international hospitality industry. It represents current and future use that can and should be taken into consideration by both the hospitality industry and academia.

Sign in / Sign up

Export Citation Format

Share Document