Search Results (20)

This study develops and tests an Engagement–Experience–Co-creation–Loyalty (EECL) framework explaining how hospitality brand engagement (HBE) is translated into multidimensional hotel loyalty through two parallel mechanisms: Hospitality brand experience (HBX) and hospitality value co-creation (HVCC). A variance-based PLS-SEM model with seven reflective latent constructs and 57 indicators was estimated using data from 1407 members of four global hotel loyalty programs; generational cohort was used only as a grouping variable in multi-group analysis, not as an additional construct. MICOM established measurement invariance across Generation Z, Millennials, Generation X, and Baby Boomers. HBE is positively associated with both HBX and HVCC, and both mechanisms transmit its relationship to cognitive, affective, and conative loyalty. These three attitudinal facets jointly predict action loyalty, supporting a parallel rather than strictly staged loyalty-formation logic in hotel loyalty-program contexts. Younger cohorts translate engagement more strongly into experience and co-creation, whereas older cohorts rely more on experience when forming cognitive loyalty. The study contributes a hospitality-specific, predictive, and cohort-sensitive explanation of how engagement is converted into hotel loyalty. Full article

This study investigates how next-generation digital infrastructures—terahertz (THz) communication and AI-driven network orchestration—shape perceived service quality, luxury perception, and loyalty within the context of luxury hospitality. An empirical survey was conducted among 693 guests at Torre Melina Gran Meliá (Barcelona) between June 2024 and June 2025. Using a refined 38-item Likert-scale instrument, a three-factor structure was validated: (F1) Network Performance (speed, stability, coverage, seamless roaming, and multi-device reliability), (F2) Luxury Perception (modernity, innovation, and brand image), and (F3) Service Loyalty (satisfaction, return intentions, recommendations, and willingness to pay a premium). The results reveal that superior network performance functions both practically and symbolically. Functionally, it enables uninterrupted video calls, smooth streaming, low-latency gaming, and reliable multi-device usage—now considered essential utilities for contemporary travelers. Symbolically, high-performing and intelligently managed connectivity conveys technological leadership and exclusivity, thereby enhancing the hotel’s luxury image. Collectively, these effects create a “virtuous cycle” in which technical excellence reinforces perceptions of luxury, which in turn amplifies satisfaction and loyalty behaviors. From a managerial perspective, advanced connectivity should be viewed as a strategic investment and brand differentiator rather than a cost center. THz-ready, AI-orchestrated networks support personalization, dynamic bandwidth allocation (i.e., real-time adjustment of network capacity in response to fluctuating user demand), and monetizable premium service tiers, directly strengthening guest retention and brand equity. Ultimately, next-generation connectivity emerges not as an ancillary amenity but as a defining pillar of luxury hospitality in the emerging 6G era. Full article

This study examines the effects of trust in AI, willingness to accept AI, and perceptions of AI performance on brand loyalty in the hospitality industry. The study further posits that purchase intentions mediate the relationship between understudied independent variables and brand loyalty. Drawing on the Technology Acceptance Model, Unified Theory of Acceptance Use of Technology UTAUT, and Trust–Satisfaction theory as the theoretical foundation, the study posits seven hypotheses. Data were collected via an online platform; ultimately, 183 participants participated in the survey. The study tests the hypotheses using Hayes’s Macro PROCESS Model 4 mediation, where the direct and indirect effects were established. The study observes that the direct and indirect effects of trust in AI and the perceived performance of AI on brand loyalty were significant. However, only the indirect effect was significant for the willingness to accept AI on brand loyalty. These observations show that the use of AI-enabled services enhances a stronger intention to book, leading to an improved brand loyalty. The results extend the body of knowledge in this area by linking the unified framework of trust in AI, AI perceived performance, and willingness to accept AI to brand loyalty in the hospitality industry. For managers and hoteliers, this finding is clear, emphasising that the transparent and reliable use of AI enhances purchase intentions and improves brand loyalty. Full article

This study examines digital hospitality as a socio-technical system in which technological adoption and human resource (HR) practices jointly shape guest experiences and workforce dynamics. The research is situated at CitizenM hotels in Paris, a brand recognized for its integration of mobile applications, automated check-in, and the ambassador model of flexible role design. A mixed-methods approach was applied, combining a guest survey (n = 517) with semi-structured interviews with managers. Exploratory and confirmatory factor analyses confirmed a five-factor structure of guest perceptions: Digital Efficiency, Smart Personalization, Service Satisfaction, Trusted Security, and Digital Loyalty. Structural equation modeling showed that efficiency significantly drives satisfaction, while personalization and security strongly predict loyalty. Managerial insights revealed that these outcomes rely on continuous investment in training, mentorship, and flexible role allocation. Overall, the findings suggest that digital transformation enhances value creation not by substituting but by reconfiguring human service, with technology alleviating routine tasks and enabling employees to focus on relational and creative aspects of hospitality. The study concludes that effective digital hospitality requires the alignment of technological innovation with supportive HR practices, ensuring both guest satisfaction and employee motivation. Full article

Sustainability has become a key focus in the hospitality industry, with travelers increasingly seeking accommodations with strong environmental commitments. As part of this trend, many hotels are adopting green marketing strategies to improve their brand image and appeal to eco-conscious consumers. However, the challenge lies in ensuring that these strategies are perceived as genuine rather than as “greenwashing,” which undermines their effectiveness and harms the brand’s credibility. This study examines the impact of green marketing strategies on the brand image of 5-star hotels in Lima, Peru. A survey of 206 hotel clients reveals that the implementation of green marketing positively influences the perceived benefits, corporate image, trust, and loyalty associated with these establishments. The results highlight that younger generations, particularly Millennials and Generation Z, are more likely to value sustainability initiatives, making them an important target for hotels seeking to enhance their brand image through eco-friendly practices. The findings suggest that effective communication of sustainable practices and transparency are essential to avoid greenwashing and build customer loyalty. This research contributes to the limited knowledge on green marketing in the Peruvian hotel sector and provides insights for both hotel managers and researchers on the importance of integrating genuine sustainability efforts into their marketing strategies. Full article

Information asymmetry between manufacturers and online retailers regarding consumer preferences for store brands profoundly influences operational strategy. By leveraging information technology, online retailers can collect valuable consumer data, creating a strategic dilemma: whether to share this information with manufacturers and, if so, with which manufacturer (national or third-party). This study aims to explore an online retailer’s strategic decisions regarding sharing information with manufacturers, filling a gap in the literature on store brands and consumer preferences. Using game theory, we analyze the interactions among an online retailer, a national manufacturer, and a third-party manufacturer, incorporating the Hotelling model to capture consumer preference and product differentiation. Our findings reveal that information sharing does not consistently benefit the online retailer or manufacturers. Notably, without side payment, the online retailer is unwilling to share information with either manufacturer, and manufacturers do not always gain more from receiving such information—a result that challenges conventional wisdom. However, when side payment is introduced, the online retailer’s willingness to share information depends on key factors: the probability of low brand loyalty (low-type) consumers, the proportion of comparison shoppers, the side payment, and the degree of information uncertainty. These findings provide innovative insights for operations managers, highlighting the critical role of information management in shaping strategic decisions and enhancing the efficacy and financial outcomes of information sharing in the context of store brands. Full article

This study examines how digital marketing characteristics—namely interactivity, ubiquity, and credibility—affect green consumer brand engagement and loyalty in Nigeria’s five-star hotel industry. This study advances relationship marketing and social exchange theory by demonstrating how interactivity, ubiquity, and credibility in digital marketing foster green consumer brand engagement, ultimately boosting brand loyalty. The analysis, based on responses from 304 hotel guests, reveals a strong positive relationship between each digital marketing element and green consumer brand engagement, which subsequently enhances brand loyalty. Our findings demonstrate that green consumer brand engagement serves as a mediator between digital marketing characteristics and brand loyalty, emphasizing that engagement with environmental values plays a crucial role in fostering loyalty in the luxury hotel sector. These insights inform digital marketing strategies aimed at maximizing sustainable consumer engagement, providing a foundation for loyalty-driven practices within hospitality. Full article

(1) Background: Facing the challenges of a post-pandemic period and the Ukraine War and recognising the gap in scientific research on the application of revenue management (RM) in the Portuguese hotel industry, the main objective of this study is to identify the most effective and least appropriate RM practices for use in periods of low demand and crises, reflecting the financial sustainability perspective. The theoretical framework of this study focuses on the main RM practices, grouping them into price and non-price strategies. (2) Methods: A quantitative methodology was employed, collecting information from Portuguese hotels through an online questionnaire, and statistical analysis using Mann–Whitney and Chi-square tests was conducted. (3) Results: Hotels offered discounts during the pandemic, but room rates were reduced during the recovery period. These findings also revealed that commonly used techniques were the best available rate (BAR) and rate fences, particularly during the pandemic. Quality, brand image, strategic partnerships, and marketing actions are recognised as essential. However, loyalty programs, length of stay (LOS) control, rate parity, and bundled services are not commonly implemented despite their importance during periods of low demand. Larger hotels, five-star hotels, and members of international chains applied more RM practices than smaller four-star independent hotels. (4) Originality: This study provides original and valuable insights into increasing hotel revenues and occupancy rates during future periods of low demand, which benefit financial sustainability. Full article

This study explores the impact of artificial intelligence (AI) on customer perceptions and behavior in restaurants, airline companies, and hotel sectors within the hospitality industry of Iran. The primary objective is to analyze how AI affects customer trust, brand engagement, electronic word-of-mouth (eWOM), and tourists’ readiness to use AI technologies. Using a comparative analysis approach and surveys, this research tests hypotheses about the effects of artificial intelligence on various dimensions of customer interaction. The findings highlight significant relationships between the quality of artificial intelligence and customer engagement metrics, such as trust and brand loyalty, which are crucial for understanding and predicting customer behavior in response to technological advancements. This study lays the groundwork for theoretical assumptions about sustainability in these sectors in developing countries, providing a basis for future empirical research that could validate these assumptions and explore broader implications of AI integration in enhancing sustainable practices within the hospitality industry. Full article

Trust—both cognitive and affective trust—sit at the core of the development of avatars in hospitality. Based on the theory of mind (ToM), this study collected data from 563 hotel customers and utilized partial least squares-structural equation modeling (PLS-SEM) to examine the differential roles of affective and cognitive trust in shaping the customer experience, customer-brand identification, brand love, and brand loyalty, all within a framework that emphasizes sustainable relationships and practices. The framework encompasses a comprehensive approach to fostering long-term, mutually beneficial relationships throughout the customer journey. This research contributes to the field by exploring the specific impacts of affective and cognitive trust on various customer-related outcomes within the context of avatars in hospitality, providing valuable insights into the unique dynamics of trust-building in this domain. The findings shed light on the ToM and offer strategic marketing plans for hospitality practitioners, highlighting the significance of trust and sustainable customer relationships in driving long-term value. Full article

The aim of the current study was to examine how employees are involved in positive word of mouth (PWOM) in the presence of brand love. In this study we also investigate the mediating role of employee loyalty between employee brand love and PWOM links. Furthermore, moderating the role of affective commitment (AC) has also been tested. Data was collected from 296 employees of the tourism sector including hotels and transport and travelling agencies. Collected data were analyzed with the help of correlation, hierarchical regression and Amos 7.0 software. The results proved that employee brand love plays an essential role for the loyalty of employees towards organization and PWOM. Findings also proved that employee’s loyalty directly predict PWOM, but it also acts as mediator for the brand love and PWOM link. The current study adds to the existing literature by investigating how employee brand love is helpful for achieving the PWOM and employee loyalty. Based on the findings of current study, this is a unique study which recommends that management of the tourism sector enhance PWOM with the help of employee brand love and employee loyalty. Full article

The competitive environment in the hospitality and tourism industry requires proper attention towards the effective management of hotel brands. Recently, in marketing literature, the customer brand experience has emerged as a multidimensional construct that influences customer loyalty. Stressing the importance of this branding construct, the study explores the underlying dimensions of brand experience in five-star hotel brands in an emerging economy like India. The study employs a qualitative research method, that is, netnography to identify the brand experience dimensions. The results reveal the importance of sensory (sight, smell, sound, touch, and taste), affective (feelings and emotions), relational (feelings of not being left alone), food (memorable meal) and leisure time (freedom to perceive and select activity during free time) experiences. Full article

Brand experience has received attention from scholars and researchers, especially in experiential marketing and management. Due to the high market competition and sustainability branding trends, hotel brands need to improve and enhance their hotel services to meet customers’ expectations and retain their engagement and loyalty to the brand. This study explores the relationships between hotel services (servicescape and employee service), brand experience (internal and behavioral responses), brand engagement, and brand loyalty. Web-based and paper-based surveys were used to collect data from the customers who have experienced hotel services in Vietnam. A total of 390 responses were used and analyzed by AMOS. The results show that there are positive relationships between hotel services, internal responses, and brand engagement. In addition, the moderating effects of brand loyalty on the relationship between brand experience and brand engagement were found. Although prior studies have been conducted in the servicescape and employee service fields, there remains less empirical research addressing the relationships between hotel services and brand experience. In addition, the examination of brand loyalty playing a moderator in the relationship between brand experience and brand engagement has not been adequately explored, so this study contributes to the brand loyalty literature. Full article

The present study aims to investigate the determinants of luxury hotel choice, while also analyzing hotels’ ability to promote their related destination. The relationship between Destination Brand Love, and the antecedent factors which determine the choices of potential tourists in the Italian territory were studied. Four hundred and seventy-eight potential tourists were recruited via an online questionnaire, which indicated their love for a non-visited destination. Structural equation modeling was used for model estimation. This study contrasts with the previous literature and shows that potential tourists formed a strong bond with a destination brand, demonstrating that Destination Brand Love was not only a post-travel bond. The findings prompted important suggestions relating to symbolic consumption and the emotional aspects of a luxury hotel experience. The predictors (Desire, Attitude Toward Act, Subjective Norms, and CBI) emerged as good antecedents for behavioral intention. Moreover, it emerged that Destination Brand Love mediates the relationship between predictors, behavioral intentions, and loyalty. This study improves the sparse literature on Destination Brand Love, and it offers a new perspective on the luxury hotel sector in the Italian territory. Incorporating potential tourists into Destination Brand Love studies could have both theoretical and practical value, and it also provides advantages for territory marketing. Full article

Information Systems, Sustainable Development and Hotel Branding are the main study areas of this specific research. In recent years, many technologies have been which have started to be implemented in the hospitality industry, but the full potential of these technologies has not yet been analyzed in order to understand how they could help companies to develop branding strategies and increase the customer’s loyalty and business performance. Moreover, due to the pandemic crisis due to COVID-19, hotel companies have to manage a new crisis, which affects both the economic and social pillars of their sustainable development. Therefore, the hospitality industry must be more flexible in adopting information technologies and sustainable philosophies, firstly for their own survival and secondly to strengthen their position inside the task environment. The methodology approach was based both on the literature review and qualitative methodology, which was conducted through questionnaires. The aim of this research is to analyze the above concepts and see how this combination could lead the hotel companies to develop a competitive advantage inside their task environment. The findings of this research concern the region of Greece. They reveal that there is a strong correlation among the above concepts, and each company should start to adopt sustainable philosophy, use information technologies, and develop new branding strategies. Full article