Search Results (592)

This study examines Chinese hotel employees’ understanding of customer relationship management (CRM) practices, with a focus on loyalty programme behaviour (LPB). Specifically, it investigates how three factors—loyalty programme (LP) awareness, LP knowledge, and LP concerns—shape employees’ intentions to implement loyalty programme practices (LPP) in the hospitality industry. A quantitative research design was adopted to test the proposed hypotheses. Data was collected through a self-administered survey of 893 Chinese hotel employees. To evaluate the proposed hypotheses, path analysis was performed using SPSS Statistics 24 and Mplus 7.4. The findings reveal that LP awareness and LP knowledge are both positively associated with employees’ intentions to implement loyalty programme practices, whereas LP concerns showed no significant effect. Moreover, employees’ intentions were positively linked to loyalty programme behaviour and served as a mediator between awareness, knowledge, and behavioural outcomes. Theoretical insights and practical applications are also addressed. 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

Aim: This study extends existing research by focusing specifically on the perceptions of hotel employees, a crucial yet often overlooked group of stakeholders in the adoption of new technologies within the hotel sector. The objective of this research is to investigate the perceptions of hotel employees in Hong Kong regarding the implementation of Metaverse hotels. This study emphasizes their evaluations of the strengths, weaknesses, opportunities, and threats associated with these establishments through a SWOT analysis. Ultimately, the study aims to provide recommendations for addressing technological challenges, supporting employees during the transition, and facilitating adaptation across the industry. Design/Methodology/Approach: A convenience and purposive sampling method is employed to investigate 20 participants, comprising hotel staff from various departments in the Metaverse hotel in Hong Kong. This study adopts a qualitative research design, utilizing semi-structured interviews to gather in-depth insights into the perceptions of the Metaverse hotel among these employees. Purposive sampling ensures that participants have relevant experience and familiarity with VR/AR technologies. Interviews, each lasting 45–60 min, were conducted in person, with informed consent obtained beforehand. Findings: The exploration of hotel employees’ perceptions of Metaverse hotels in Hong Kong underscores the innovative potential of these establishments to enhance operational efficiency and guest engagement, while also offering new training opportunities and streamlining daily tasks. However, employees express concerns about the potential erosion of personal interactions, which are crucial to the hospitality experience, and foresee significant technical and integration challenges. Despite these drawbacks, Metaverse hotels present distinctive opportunities for market differentiation, appealing to tech-savvy guests and generating new revenue streams that contribute to industry growth. Nonetheless, potential threats such as guest skepticism and challenges in industry adaptation highlight the necessity for cautious implementation and robust privacy measures. Balancing these aspects—strengths, weaknesses, opportunities, and threats—will be pivotal for the successful integration of Metaverse technologies into the hotel industry. Theoretical/Practical Implications: Participants recognized that the Metaverse hotel could offer various potential benefits for both employees and businesses, such as enhanced operational efficiencies and new opportunities for guest engagement. Understanding the perceptions of hotel staff towards the Metaverse carries significant real-world implications for shaping policies, practices, and technologies that facilitate its operational success and market acceptance. Leveraging these insights enables the optimization of Metaverse’s advantages while mitigating associated risks and drawbacks. This study advances existing research by focusing specifically on the perceptions of hotel employees, a crucial yet often neglected group of stakeholders in the adoption of new technologies within the hospitality sector. By understanding the perspectives of hotel employees, this research provides valuable insights into the practical challenges and benefits of implementing Metaverse technologies in the hotel industry. Originality/Value: The Metaverse hotel is still relatively new and evolving, making it crucial to conduct research to understand how hotel staff perceive it. However, there is limited research specifically focusing on the perceptions of hotel employees regarding Metaverse hotels. This gap highlights the need for a comprehensive investigation into how employees perceive the strengths, weaknesses, opportunities, and threats of implementing the Metaverse in hotels. Full article

In the Mexican Caribbean, the demand for tourism services led to the expansion of the hotel industry from the coast inland. This caused rural and urban communities in the region to become involved in tourism activities, initiating the formulation of an international model of sustainable development with a focus on cultural tourism. Considering the tourism potential that the study area can offer to nearby rural communities, as well as the limited number of studies aimed at estimating tourism carrying capacity (see examples of TCC for environmental management units in communal land areas like Baja California, Mexico and the Huagapo cave in Peru), the present research aims at estimating the tourism carrying capacity in the southern region of the Mexican Caribbean. A mixed methodological approach was adopted for the present study entailing a detailed description of flora and fauna in the study area using natural resource mapping tools, social diagnosis of the communities in the study area using the Participatory Action Research (PAR) technique in the communities of Caobas and San José de la Montaña and the estimation of tourism carrying capacity (TCC), Physical Carrying Capacity (PCC), Real Carrying Capacity (RCC), and Effective Carrying Capacity (ECC) using information gathered through fieldwork and bibliographic review. It was found that the area can support a tourism carrying capacity of 538.33 visits per day. In this initial assessment, it was estimated that the implementation of an ecotourism project in a rural community would not alter its environmental conditions. The estimated indicators provide appropriate tools for designing and planning long-term sustainable tourism proposals. Moreover, they integrate environmental, economic, and social aspects in a balanced manner, generating tangible and lasting benefits. Full article

This study investigates how staycations enhance the experiences of staycationers and foster stakeholder collaboration to promote sustainable tourism. A qualitative case study approach, guided by constructivist narrative inquiry, involved in-depth interviews with 21 key stakeholders and a comprehensive analysis of staycation packages from 10 four- and five-star hotels during a crisis. The study draws on stakeholder, collaboration, and social exchange theories, integrated with triple-bottom-line (TBL) principles, to highlight the resilience power of staycations and its contributions to sustainable tourism development. The findings revealed that staycations significantly enhance the sustainability of the industry. Remarkably, stakeholders demonstrated exceptional collaboration, forming an inclusive public–private partnership to address the crisis and advance sustainable tourism development. It emphasises the need for stronger stakeholder collaboration, advocating for a unified approach to destination management over counterproductive competition. Furthermore, a roadmap is proposed for future investigations, focusing on the role of staycations in promoting positive experiences and enhancing stakeholder collaboration for the sustainable development of the tourism industry during crises. The study emphasised the need for further investigation into specific stakeholders to address competitive imbalances during crises, offering insights that serve as a call to action for practitioners and scholars, thereby laying the groundwork for advancing the industry and enhancing destination reputations. Full article

Prior studies have generally confirmed that Environmental, Social, and Governance (ESG) practices have a positive impact on perceived value and sustainability performance. However, empirical research examining the mediating role of employee-perceived value in the relationship between ESG and sustainability performance from the perspective of internal stakeholders remains limited. To address this gap, this study aims to understand the relationship among ESG, employee-perceived value, and sustainable management in green hotels in southern Taiwan. Using a convenience sampling method, 277 valid questionnaires were collected and analyzed through Structural Equation Modeling (SEM). The results show that ESG practices have significant positive effects on both employee-perceived value and sustainability performance, with perceived value partially mediating the relationship between the two, highlighting the critical role employees play in promoting sustainable management. Based on the empirical findings, it is recommended that companies strengthen internal ESG communication and education to ensure that employees understand ESG goals and outcomes and integrate them into daily work. Employee-centered participation programs, such as green innovation contests and community carbon reduction activities, should be designed to enhance emotional value and organizational identification. Companies should internalize ESG principles into corporate culture and management processes, reinforcing sustainable behaviors through performance appraisals, leadership modeling, and continuous dialogue. Finally, ESG should be positioned as a core strategy aligned with long-term corporate objectives, enhancing employee commitment and creating competitive advantages that attract support from customers and stakeholders. Full article

Energy management in the hotel industry remains a cornerstone in mitigating climate change. To successfully deploy energy management practices, correct energy KPIs are needed. Moreover, the development of a uniform taxonomy on how to classify hotel industry final energy use is crucial in succeeding with energy management in the hotel industry and to enable benchmarking beyond the supply of energy. This work proposes a methodology to develop a taxonomy of final energy use in hotels. The methodology consists of five steps and five levels, allowing them to gradually disaggregate the final use of energy following different classification criteria. The methodology is applied to a hotel, validating the feasibility of the proposed methodology to more accurately identify the areas of greatest final energy use and provide further insights. Results indicate that the main electrical energy use emanates from HVAC (30.4%), tap hot water (24.8%), food process (20.6%), and lightning (7.1%). Key findings include the development of a structured framework that allows hotel managers, energy professionals, and policymakers to systematically assess and benchmark energy performance; and the classification levels provide a standardized method for identifying energy-intensive operations, enabling the implementation of targeted energy-saving measures. Full article

The implementation of Digital Twins (DTs) in hospitality facilities represents a significant opportunity to optimize front-end services, enhancing guest experience and operational efficiency. This paper proposes an ontology-driven approach for DTs in hotel reception areas, focusing on integrating IoT devices, real-time data processing, and service optimization. By modeling interactions between guests, receptionists, and hotel management systems, DTs enhance resource allocation, predictive maintenance, and customer satisfaction. Simulations and historical data analysis enable forecasting demand fluctuations and optimizing check-in/check-out processes. This research provides a structured framework for DT applications in hospitality, validated through scenario-based simulations, showing significant improvements in check-in time and guest satisfaction. Validation was conducted through scenario-based simulations reflecting real-world operational challenges, such as guest surges, room assignment, and staff workload balancing. Metrics including check-in time, guest satisfaction index, task completion rates, and prediction accuracy were used to evaluate performance. Simulations were grounded in historical hotel data and modeled typical peak-period dynamics to ensure realism. Results demonstrated a 25–35% reduction in check-in time, a 20% improvement in staff efficiency, and significant enhancements in guest satisfaction, underscoring the practical value of the proposed framework in real hospitality settings. Full article

The increasing complexity of the hotel industry necessitates the implementation of sophisticated cost systems capable of delivering accurate and relevant cost information to support managerial decision-making. Investigating the determinants of cost system design is crucial, given that no single accounting system is universally applicable across all business contexts. This study addresses a critical gap by examining the key drivers of cost system sophistication through the theoretical frameworks of contingency and upper echelons theories, focusing specifically on the Greek hotel sector. Employing multiple regression analysis, the findings reveal that firm size, cost structure, the importance of cost information in decision-making, and the integration of information technology significantly influence the complexity of cost systems. Conversely, factors such as competition, service diversity, business strategy, organizational life cycle, and executive characteristics showed no statistically significant impact. These findings contribute to management accounting and hospitality literature by integrating theoretical perspectives and identifying key determinants of cost system sophistication. Moreover, the study offers practical insights for designing cost systems that meet the specific needs of the hotel industry. Full article

A real-time structural health monitoring (SHM) system of an airplane composite wing with adjustable damage is reported, where testing under realistic flight conditions is carried out in the controllable and repeatable environment of an industrial wind tunnel. An FBG-based sensing array monitors a debonded region, whose compromised structural strength is regained by a set of lockable fasteners. Damage tunability is achieved by loosening some of or all these fasteners. Real-time analysis of the data collected involves Principal Component Analysis, followed by Hotelling’s T-squared and Q measures. With previously set criteria, real-time data collection and processing software can declare the structural health status as normal or abnormal. During testing, the system using the Q measure successfully identified the initiation of the damage and its extent, while the T-squared one returned limited outcomes. Full article

This study addresses a gap in hospitality research by investigating how employees’ perceptions of green intellectual capital (GIC) influence their satisfaction with both career and life. Although sustainability has become increasingly relevant in organizational strategies, limited research has examined how such job resources affect employees’ attitudes. Guided by the Job Demands–Resources (JD-R) framework, the study proposes a model in which organizational embeddedness (OE) mediates the relationship between green intellectual capital (GIC) and satisfaction outcomes, while thriving at work (TAW) moderates this pathway. The analysis is based on data collected from 371 employees working in four- and five-star hotels in Turkey. Structural equation modeling was used to test the hypotheses. The findings show that positive perceptions of green intellectual capital (GIC) are associated with stronger embeddedness, which, in turn, enhances career and life satisfaction. Moreover, this indirect effect is more pronounced among employees who report higher levels of thriving. The results emphasize how sustainability-oriented practices can serve as meaningful resources that improve employee outcomes in the hospitality industry. Full article

The HoReCa (Hotels, Restaurants, and Cafes) sector plays a pivotal role in the economy due to its strong connections with various other industries, including agriculture, food and beverage, construction, packaging, waste management, water, and textiles. Given its broad impact, understanding the perceptions of students—emerging consumers and future professionals—could provide valuable insights for businesses seeking to enhance sustainable practices in ways that resonate with younger generations and improve their competitiveness. However, there is still limited understanding of how students perceive and engage with sustainability in this sector. This study explores student perceptions of sustainability practices within the HoReCa sector, examining their awareness levels, expectations, and behavior. The objective is to assess how effectively current business approaches align with student values regarding sustainability initiatives and identify key factors influencing their engagement. A structured questionnaire was distributed among university students, and the collected data was analyzed using statistical techniques to identify meaningful trends and correlations. Findings revealed a notable disconnect between students’ professed sustainability values and their actual behavior. Primary obstacles included price sensitivity, skepticism toward environmental marketing claims, and insufficient access to clear sustainability information from businesses. Despite supporting sustainable initiatives in principle, students often struggle to translate their values into purchasing decisions. The research suggests that greater business transparency, enhanced sustainability education, and incentive programs could foster increased student engagement. Full article

As environmental sustainability becomes a central strategic priority in the hospitality industry, understanding the mechanisms that enhance employees’ green behavior is increasingly essential. This study investigates the influence of Green Transformational Leadership (GTL) on employees’ green resilience (GR), exploring the sequential mediating roles of employee environmental commitment (ECOM), environmental engagement (EENG), and Green High-Performance Work Practices (GHPWPs). Drawing on data from 475 full-time employees working in green-certified hotels in Izmir, Türkiye, the proposed model was tested using partial least squares structural equation modeling (PLS-SEM). The findings reveal that GTL significantly enhances employees’ green resilience, both directly and indirectly, through its positive impact on their environmental attitudes and the implementation of green-oriented work practices. This research contributes to leadership and sustainability research by integrating affective, cognitive, and behavioral pathways. It offers practical insights for hotel managers aiming to build a resilient and environmentally engaged workforce. Full article

This study investigates Generation Z’s perceptions and behaviors regarding sustainable practices in the hospitality sector, with a particular focus on the gap between intentions and actual behaviors. A significant attitude–behavior gap emerges: while the majority (69%) reports adopting sustainable practices in daily life, only 30% actively reduce air travel. Through exploratory analysis, this study contributes to the existing literature by examining sustainability perceptions as key drivers in hotel selection, offering both theoretical and practical implications for the tourism industry. The data were collected through questionnaires and processed using descriptive and inferential statistics, specifically hypothesis testing tools. The findings indicate that while Gen Z exhibits strong environmental consciousness, economic constraints remain a barrier to sustainable choices. This research suggests that tourism companies need to develop targeted strategies to make sustainable options more accessible, considering both environmental sensitivity and financial limitations of the younger generation. This work addresses a notable gap in the tourism literature regarding travelers’ perceptions of sustainable practices, particularly focusing on Generation Z as an emerging market segment. Full article

In the context of macroeconomic recovery and accelerating digital transformation in the post-pandemic era, the hotel industry in China is undergoing profound structural changes. This research investigates the core competencies required for hotel managers to navigate these challenges. Data was collected via a quantitative survey involving a structured questionnaire, was conducted among hotel managers in Shanghai, China, resulting in 404 valid responses. Employing exploratory factor analysis using SPSS, this study identifies seven key competency dimensions encompassing 36 ranked items, including interpersonal communication, leadership, operational knowledge, human resource management, financial analysis, technology, and administrative management. The results show that economic recovery has brought new opportunities but also challenges to the hotel industry, and that managers must possess a diverse set of core competencies to adapt to the demanding new market changes. The novelty of this research lies in its empirical grounding and its focus on the intersection of digitalization and economic recovery within China’s hotel industry. It pioneers a dynamic strategic competency framework tailored to the evolving demands of the hotel industry during a period of economic volatility, providing empirical evidence and advice for optimizing the industry’s talent training systems. Simultaneously, it brings a new perspective for dealing with the recovery path for the hotel enterprises in other urban and travel destinations, aiming to promote industry sustainability and competitive advantages. Future research could extend the proposed framework by exploring its applicability across different cultural and economic contexts. Full article