Search results

This study aimed to provide a critical review of the evolution of customer relationship management (CRM) research in the hospitality and tourism (H&T) field.

The study conducted a thorough systematical literature review by collecting papers from 14 leading tourism and hospitality journals. The examination of the literature is first based on the evolution of CRM notion and its definitions. Next, CRM studies in the literature that are related to H&T were assessed based on their timelines and themes. Third, the studies were classified based on CRM components and its impacts on firms’ performances.

The literature review provided an in-depth understanding on the progress of CRM based on the selected topics and suggests a redesigned research agenda for scholars, graduate students and practitioners.

This study provides new and meaningful avenues for further research in CRM in H&T area.

CRM has a key role in business performance and increased customer satisfaction and retention, specifically in the context of the service industry. To date, scholars have produced an abundant number of CRM-related studies in tourism and hospitality journals. In this study, the progress of CRM research conducted in the tourism and hospitality sector is critically reviewed.

The purpose of this study is to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of customer relationship management (CRM), namely, people, process and technology, in the context of the hotel industry.

Required data are collected with a quantitative approach and a questionnaire adapted from the Denison organisational culture survey and the Mendoza CRM model. The questionnaire was distributed among 364 managers of a chain hotel in the UK and gathered data were examined using the structural equation modelling method.

The results of this study reveal that the four traits of organisational culture (adaptability, consistency, involvement and mission) have positive and significant impacts on the three components of CRM (people, process and technology). A set of theoretical contributions and practical implications was also discussed.

The study is conducted with a case study approach; hence, the findings cannot be generalised to a larger population, and the results might be different for other industries. Because of the limitation of access to all employees, only managers were selected as the sample, and future studies with all employees may show different results.

Current study helps hotel managers to understand the role and importance of organisational cultural traits in successful implementation of their CRM strategy components.

The position taken in this study recognises the need to enhance the understanding of organisational culture’s impact on implementing CRM components. Organisational cultural traits have different levels of impact on CRM implementation, and this is the first study to investigate the detailed impacts of the four traits of adaptability, consistency, involvement and mission on the three components of CRM, namely, people, process and technology.

This study aims to propose a holistic model to rank and evaluate researchers’ performance. This holistic model is developed by focusing on brand equity, which includes three components of perceived quality, brand image and brand loyalty.

To show how the model works, two pseudo cases are presented.

This model encourages researchers to conduct more interdisciplinary research and collaborate with researchers from diverse backgrounds. Because the model includes publication attributes identified by researchers in the publication processes, it allows researchers to strengthen their brand equity score or performance.

The model is applicable not only to the fields of hospitality and tourism but also to other disciplines.

As one of the first studies in the field, this research introduces a holistic model to rank and evaluate researchers’ performance.

Toward achieving a better guest experience, the current study aims to use the word frequency comparison technique to evaluate the types of attributes and services that are used most frequently in guests’ five- and one-star reviews on TripAdvisor. The working-paper also aims to investigate the differences between reviews written by men and women.

A combined sentiment and text analysis was applied to 329,849 UK hotel reviews from UK TripAdvisor to identify factors that influence customer satisfaction, including those with gender differences.

The present findings reveal important differences between the male- and female-produced terms. The results show that female travelers pay more attention to the hotel’s core products and their comfort compared to male travelers. In terms of food and beverage, men’s comments tended to focus on pubs, beer and certain types of food. In contrast, women’s comments were more likely to be related to healthy eating, such as homemade, vegan and vegetarian foods, as well as fruits and healthy breakfasts. Women also pay more attention to the soft skills of staff such as friendliness, helpfulness and welcoming messages.

While core attributes of a hotel stay remain crucial for all guests, disparities exist between the language men and women use to describe them. For core products, women pay more attention to the room’s cleanliness, comfort and features such as bed, pillow, blanket, towel, toiletries and decoration, whereas men pay more attention to the layout, size and type of room. Hotels may use gender as a segmentation variable and use these findings in their marketing campaigns.

This is one of the first studies offering insights into the differences between the male and female reactions to and preferences for hotel services at a national level. Following a novel method, this study has listed and ranked attributes and differentiated them based on gender.

The purpose of this paper is to investigate the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia.

A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling.

The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that towards enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers.

Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.

This study addresses the persistent impact of patriarchal societal structures on women’s empowerment in Nigeria, where social power, political authority and autonomy continue to elude them. Despite advancements made by women in workplaces worldwide, gender inequalities prevail, particularly in the Nigerian hotel industry. Existing qualitative evidence on the intersection of gender, culture and religion in shaping gender diversity and career progression within this industry remains limited. To address this gap, this study employs intersectionality and hegemonic masculinity frameworks to explore the influence of local cultures, religion and gender practices on gender imbalances in three distinct cultural settings in Nigeria.

Drawing from in-depth interviews with 38 hotel workers, this research provides original insights into their lived experiences, offering a deeper understanding of the narratives underlying gender inequality statistics. By delving beyond surface-level observations, this study uncovers the multifaceted dynamics that perpetuate gender imbalances. By examining the interplay between gender, culture and religion, this research contributes to a nuanced comprehension of the factors that shape career trajectories in the Nigerian hotel industry.

The findings of this study reveal the enduring influence of patriarchal societal structures, highlighting the challenges faced by women in accessing social power, political authority and autonomy. By extending intersectionality and hegemonic masculinity approaches, this research unveils the intricate stories that illustrate the underlying complexities of gender imbalances. In doing so, it fills critical gaps in the qualitative evidence surrounding gender diversity and career progression in the Nigerian hotel industry.

This study is original in its comprehensive examination of the intersection of gender, culture and religion in the Nigerian hotel industry. It offers unique insights by conducting in-depth interviews with 38 hotel workers, unravelling the underlying factors contributing to gender imbalances. By extending intersectionality and hegemonic masculinity frameworks, it provides a nuanced understanding of the challenges faced by women and highlights the need for tailored interventions to promote gender equality.

This paper aims to investigate customers’ perceptions of the service quality facets of Airbnb accommodation using social exchange theory as a suitable conceptual framework to explain aspects of interactivity between guests and hosts.

A self-administered questionnaire consisting of 25 accommodation-specific service quality attributes, structured according to Akbaba’s (2006) measurement scale and based on the service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin and Taylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample was chosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis.

The results showed that convenience and assurance are critical contributors to the measurement of service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainly interested in lodgings which have access to certain tourist sights, and in easily accessible information and efficient resolution of problems during their stay. The authors also found that guests greatly value the convenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitality provided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and services available at the lodgings.

Airbnb is one of the most well-known examples of hospitality in the sharing economy, and results cannot be generalized to similar accommodation providers in sharing economies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is only one option among others for measuring service quality.

The current study can assist hosts in gaining better knowledge of guests’ decision-making processes and in designing effective marketing strategies by focusing on guests’ requirements in terms of service quality. The effective use of competitive strengths and the prioritization of business resources would potentially enhance guests’ positive experiences at the accommodation and at the destination.

Limited numbers of studies have focused on the sharing economy and hospitality and in particular on Airbnb, and this is the first study with a focus on service quality issues in terms of Airbnb accommodation.

Despite the fact that hotels rely heavily upon frontline employees, extant evidence on what makes a hotel attractive in the eyes of job applicants is scarce. Thus, this paper aims to incorporate the Big Five personality traits model to identify what potential hotel job applicants are likely to seek in their prospective employers.

Applicants for non-managerial, frontline posts at upscale hotels were approached via three branches of a career agency located in England, UK; their responses were gathered via a self-administered questionnaire. The 522 usable responses were used in a covariance-based, multi-group structural equation modeling scheme to investigate three main research propositions with regards to the applicants’ personality traits’ influence on their perceptions of a hotel’s attractiveness as a potential employer.

Analysis of responses indicates significant differences regarding the impact of extraversion, conscientiousness and openness on perceived facets of employer attractiveness. Additionally, findings suggest that high self-esteem does make applicants more demanding, while work experience also influences their preferences regarding the hotels’ profiles as an employer.

The results of this study are limited to applicants for non-managerial, frontline job positions in upscale hotels in the UK.

Practically, this study offers practitioners valuable feedback regarding the potential applicant’s personality profile that grants the best fit with an upscale hotel.

While different studies tried to identify the organizations’ attributes that attract potential applicants, evidence on what attracts individuals to a hotel is very limited. Hence, the present study tries to address this gap and link potential applicants’ personality profiles with that of hotels as employers.

Multi-criteria decision-making (MCDM) techniques are decision support systems that provide systematic approaches to solve hospitality and tourism (H&T) problems while minimizing the risk of failure. However, less is known about the application of MCDM techniques in H&T research. This study aims to systematically assess the use of MCDM techniques in H&T research to classify its current application and determine its application potential for H&T research.

This study used bibliometric analysis to examine all published MCDM studies focused on H&T industries, since 1997. In addition, topic modelling was used to discover key concepts. Finally, top cited studies in terms of total citations per year and total citations were qualitatively reviewed for more insights.

The findings revealed an ongoing interest in applying MCDM techniques in H&T research. Specifically, the extension of fuzzy theory in MCDM techniques is burgeoning among H&T researchers. However, a certain number of MCDM techniques seem to be ignored in this field with a repetitive application of MCDM techniques in particular areas.

The data for the current research was solely retrieved from Scopus and other databases were not included. Therefore, future research is called for to re-examine the study by considering data from various databases.

This study contributes to extant H&T literature by identifying the most prolific and influential countries, journals, publications and trends by applying MCDM techniques in H&T research, and elucidating the implications and characteristics of MCDM techniques in H&T research.