Hospitality in the Experience Economy

Experience economy plays a predominant role in the hospitality industry. Consumer experience has always been of great importance for the hospitality business. As consumer experience evolved, businesses needed and still need to find new ways to differentiate themselves. To remain competitive and stay in the market, hospitality firms are working towards creating outstanding and memorable experiences that exceed guest expectations. In the context of Pine and Gilmore's experience economy conceptual model, the chapter attempts to theorize and explain how hospitality businesses are curating consumer experiential encounters. Digital nomads are the ignition source of driving an experience economy. The chapter further highlights how technology would additionally ease hospitality enterprises to frame excellent strategies focused on supplying the value to the digital consumers and then expecting their customers to generate additional business.

Indonesian Hotels’ Dynamic Capability under the Risks of COVID-19

The effects of COVID-19 on tourism are irreversible, with potential reductions in income, job losses, shifting working landscapes, and visible health-related fears. These adversities are reinforced in the hospitality business, particularly for hotels, the income streams of which rely on individual movements. This study investigates the process undertaken by the hotel industry in Indonesia to face the current challenges, particularly in terms of the dynamic capabilities possessed by hotel businesses. This construct discusses the potentiality of maximizing existing resources and its impact on innovation norms to leverage hotel dynamics. A total of 329 hotel managers responded to the survey, and the data were finalized by employing PLS-SEM. The findings primarily support the hypothesized direct relationships, but refute the presence of indirect relationships. The results amplify how past investments in sustainable resources are easily deployed assets during COVID-19 and create a welcoming environment for dynamic innovation among hotels during periods of change.

DIGITALIZATION AS THE MAIN FACTOR OF DEVELOPMENT OF THE HOSPITALITY INDUSTRY IN THE EU COUNTRIES

The article considers the main trends in the development of the hospitality industry market in the European Union. The analytical review of scientific sources allowed to single out among them the following: deepening of specialization of hotel and restaurant offers; creation of international hotel and restaurant chains; development of a network of small enterprises; introduction of new computer technologies in the hospitality industry; training of highly qualified personnel. The contradiction between the urgent need for innovation in the hospitality business highlights the problem of introduction of new computer technologies in the hospitality industry and the appropriate training of highly qualified personnel. The main directions of digitalization as the basis of innovations introduced in the hospitality industry are determined: technologies of pattern recognition (face); use of robots, virtual companions, equipment of rooms with «smart» equipment, use of modules such as «Online supermarket tours». The classification of world innovations in the hotel business by types, innovations and significance for the development of the hospitality business is offered. Among the innovations are informational and marketing types. Informational innovations are related to the Cloud Hotel Automation System, the Cloud Hotel Management Service, the Hotel Booking Service, the creation of a WOW-effect for customers, etc. An analysis of the training of specialists for the hotel and restaurant business in European countries that are able to ensure the digitalization of the hospitality business is conducted. The peculiarities of professional training of managers in higher education in Switzerland, which ranks first in the top 10 of best hospitality schools in the world, are considered. Due to the analysis, recommendations are formulated for the training of the specialists of hotel and restaurant business in Ukraine, which focus on quality of practical training of students through long internships in leading hotels in Ukraine and abroad, attracting future professionals to work on innovative projects, creating high-tech learning environments in universities.

Key attributes of Muslim-friendly hotels’ service quality: voices from booking.com

Purpose On a global scale, the Muslim-friendly hospitality business has intensified hotel competition. Given the paucity of research on the important service quality characteristics of Muslim-friendly hotels, this study aims to identify the major themes encountered by tourists at Muslim-friendly hotels. Design/methodology/approach The research used content analyzes (qualitative) to examine 1,250 reviews using Leximancer software. Data were gathered from the online travel website booking.com. The top 10 Islamic hotels according to Crescent ranking were taken into a data set. Findings Qualitative (narratives) analysis showcased nine key themes, namely, “hotel,” “staff,” “food,” “room,” “location,” “pool,” “facilities,” “cleanliness” and “Wi-Fi.” Furthermore, the findings of this study contribute to filling research voids in the literature by distinguishing themes linked with halal hotel “satisfaction” from those associated with “dissatisfaction.” Originality/value The findings of this research offer valuable visions into halal-hotel travelers’ overall experiences based on user-generated content and facilitate the identification of the dominant themes linked with a different value for money ratings.

Rebounding through the pandemic: towards the digitized and digitalized small hospitality business in China

Purpose Grappling with the sweeping pandemic, the small hospitality business (SHB), smaller in scale and weaker in risk mitigation, has been seriously affected. The purpose of this study aims to supplement the unrepresented area of SHB in China from the digital perspective by drawing on instrumentalization theory (IT). Design/methodology/approach Based on two appropriate and detailed SHB cases, this paper adopted a qualitative approach to understand and conceptualize the focal issue. Findings This study identified the factors affecting SHB at operational, managerial and transformational levels amidst the crisis. It further developed a theoretical framework of the SHB rebound matrix, highlighting the importance of digitization and digitalization. Research limitations/implications The research theoretically confirmed that SHB is internally, externally and essentially restricted and developed a corresponding rebound matrix. It practically supports SHB’s transformation by making recommendations to unleash the potential of digital business. Originality/value This study complements extant descriptive and atheoretical research by focusing on SHB’s underlying digital nature through the lens of IT, providing an evidenced theoretical understanding of SHB’s development amidst and after the pandemic.

Economic Importance of Innovative Technologies for Improving Hotel Services

This article focuses on the economic importance of innovative technologies for improving hotel services. Nowadays we cannot imagine hospitality business without technologies. This article also analyzes how to achieve the goals in competitive market after pandemic periods Today we: people of decade live in the advanced world. Internet known as the Internet, new kinds of devices, gadgets, web-based media networks and other different innovative victories join our entire world. The hospitality business is additionally accepted various sorts of innovations. Each hotel organization has a standard arrangement of technologies for performing continuous tasks and visitors. However, their quality doesn't offer an upper hand. Accordingly, the management of each significant inn is attempting to discover new innovative advancements for their ventures. On the off chance that a couple of years’ prior such technological innovations were related with potential changes in activity without meddling with PC innovation, presently the cycle is without the most recent advancements in the field of informatics. Numerous items show up available, for instance, as mechanized administration frameworks that permit workers to help and make it more productive. For this reason, this study is to characterize the most recent advances and developments just as discovering the best ones for hospitality business Keywords: hospitality industry, service quality, innovations, technologies, gadgets, innovative services, hotel products, economy

Hospitality business models, customer well-being and trust: the mediating role of competitive service advantage

Purpose This study aims to examine how hospitality consumers of different generations appraise competitive service advantage (CSA) of service providers, based on providers’ business models and value propositions, particularly, how these perceptions influence consumers’ purchase intention, subjective well-being and trust in service provider. Design/methodology/approach This study used a 3 × 4 between-within online scenario-based experimental design (business models: traditional, collaborative, shared; value propositions: innovation, marketing, service production, recovery) using equal and randomized assignment to experimental conditions. Following equal quota-based randomized sampling, three generations were examined (n = 180): baby boomers, Generation Xers and millennials. Multivariate analysis of variance and PROCESS macro were used to analyze the data. Findings Hospitality consumers perceived value propositions from providers with different business models inversely based on their perceptions of firms’ CSA, subjective well-being and trust. CSA amplified the outcomes and served a mediating role for purchase intention, subjective well-being and trust. Different outcomes were based on generational cohorts. Practical implications Customer perceptions of firm’s unique competitive position should be managed holistically by combining business models, value propositions and generational cohorts to ensure customers’ purchase intention, trust and subjective well-being. CSA should be communicated to customers differently based on generational membership. Originality/value This study deepens knowledge of CSA, specifically from the consumer level of analysis. The key contribution is the role of CSA as a mediator for hospitality business models and customer-related outcomes of purchase intention, subjective well-being and trust. This study brings forward consumer subjective well-being as a potential goal for hospitality firms.