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Available. Open Access. Open Access
Article
Publication date: 24 September 2024

Siamak Seyfi, Tan Vo-Thanh and Mustafeed Zaman

Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical…

4708

Abstract

Purpose

Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical literature, this study aims to explore how this generation’s distinct behaviors are reshaping customer expectations and workforce trends within the sector.

Design/methodology/approach

A critical synthesis of empirical studies was used to examine current research on Gen Z as customers and employees in the hospitality industry.

Findings

Gen Z exhibits distinct preferences and expectations in their dual roles as customers and employees, prompting substantial shifts in hospitality industry standards and practices. They rely heavily on digital channels and peer recommendations when making travel decisions and expect highly personalized, tech-enabled experiences. This young cohort of travelers values unique, authentic and sustainable offerings. As employees, Gen Z prioritizes flexible work arrangements, career growth and workplaces aligned with sustainability, diversity and social responsibility. Hospitality providers must adapt their customer experience, marketing and HR strategies to meet these evolving demands.

Practical implications

To engage Gen Z customers and employees in the hospitality industry effectively, businesses must prioritize personalized experiences, leverage technology and adopt sustainable practices aligned with Gen Z’s social and environmental values. Moreover, offering adaptable work environments with remote opportunities and investing in professional development enhances appeal for Gen Z employees. Understanding Gen Z’s values and behaviors can help businesses improve customer satisfaction, attract top talent and remain competitive in a rapidly evolving market.

Originality/value

This study represents a preliminary endeavor to provide a critical assessment of Gen Z in the hospitality and tourism sector, offering novel insights into their travel behaviors, preferences and work values. It explores their expectations, attitudes toward work and career choices, offering guidance on how businesses can meet the evolving demands of this key demographic.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 13
Type: Research Article
ISSN: 0959-6119

Keywords

Available. Open Access. Open Access
Article
Publication date: 18 August 2022

Jang-Won Moon, Yuting An and William Norman

The purpose of this paper is to adopt the uses and gratifications theory to tourism.

9871

Abstract

Purpose

The purpose of this paper is to adopt the uses and gratifications theory to tourism.

Available. Open Access. Open Access
Article
Publication date: 26 January 2023

Chin Ann Chong, Lee Peng Ng and I-Chi Chen

This study evaluates the moderating role of work-based social supports (i.e. supervisor support and co-worker support) in the relationship between job insecurity and job burnout…

4245

Abstract

Purpose

This study evaluates the moderating role of work-based social supports (i.e. supervisor support and co-worker support) in the relationship between job insecurity and job burnout among hospitality employees in Malaysia. Besides, the direct effect between job insecurity and job burnout is examined.

Design/methodology/approach

The cross-sectional data of this study were based on a total of 220 self-administered questionnaires that have been completed by hospitality employees from three different states in Malaysia. Respondents were recruited based on a snowball sampling approach. The data were collected during the COVID-19 pandemic, which was from October 2020 to January 2021.

Findings

Partial least square-structural equation modeling (PLS-SEM) was performed via SmartPLS software. The finding confirmed that job insecurity significantly intensifies employees' job burnout. Supervisor support and co-worker support were found to moderate the link between job insecurity and burnout. As anticipated, the relationship between job insecurity and job burnout increased when supervisor support is low. But high co-worker support was found to strengthen the impact of job insecurity on job burnout instead of the reverse.

Originality/value

This study supplements the existing literature by clarifying which sources of work-based social support (i.e. co-worker support or supervisor) is more salient in alleviating the adverse impact of job insecurity on job burnout during the COVID-19 pandemic among hospitality employees in Malaysia.

Details

International Hospitality Review, vol. 38 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Available. Open Access. Open Access
Article
Publication date: 1 February 2024

Thanh-Thu Vo, Quynh Hoa Le and Linh N.K. Duong

This study investigates the role of social media brand posts on customer response and whether said impacts foster engagement in brand co-creation behaviors, especially in the…

1006

Abstract

Purpose

This study investigates the role of social media brand posts on customer response and whether said impacts foster engagement in brand co-creation behaviors, especially in the higher education sector. The study further explores the moderating role of a university's reputation in strengthening the effects on student response and co-creation behaviors.

Design/methodology/approach

The authors conducted this research by using the dual processes of the heuristic–systematic model to understand the effects of brand post‐characteristics on student’s responses and behaviors. A dataset obtained from a survey of 755 students was employed to estimate the proposed research model.

Findings

The results illustrated two key characteristics of brand posts, namely argument quality (systematic processing) and quantity of posts (heuristic processing), positively affect cognitive and affective responses, thus encouraging students to co-create value for a university brand. Moreover, our study also found that university reputation plays a significant moderating role in strengthening the relationship between recipients’ responses and co-creation behavior.

Originality/value

Online brand posts not only enable institutions to exchange brand information but also allow students to contribute their own resources to co-create brand value. Thus, the study findings can help brand managers successfully implement co-branding efforts and foster students in the co-creation process.

Details

Journal of Trade Science, vol. 12 no. 1
Type: Research Article
ISSN: 2815-5793

Keywords

Available. Content available

Abstract

Details

International Journal of Tourism Cities, vol. 10 no. 4
Type: Research Article
ISSN: 2056-5607

Available. Open Access. Open Access
Article
Publication date: 27 November 2024

Fanny Vainionpää, Ville Aalto and Marianne Kinnula

There are increasing expectations for educators to include sustainability as part of higher education Information and Communication Technology (ICT) curricula, but we still lack…

366

Abstract

Purpose

There are increasing expectations for educators to include sustainability as part of higher education Information and Communication Technology (ICT) curricula, but we still lack concrete ways how to integrate it into teaching. To be able to create meaningful learning experiences we need to understand how our students approach sustainability and what they base their thinking on.

Design/methodology/approach

We asked our students to consider technology development linked with the European Green Deal targets in their essays and utilized nexus analysis to focus on discourses in place, interaction order and the historical body revealed in the essays.

Findings

Learning about sustainability could be approached in the ICT courses in a structured way as a question of four intersecting elements: individuals, societal systems, current and emerging technologies, and relevancy of the topic, all of these linked with the agency of ICT professionals.

Originality/value

This study contributes toward sustainable ICT research and design of effective ICT education (1) by providing an understanding of how future ICT professionals approach sustainability and digital technology development, (2) by proposing a way to raise students’ consciousness of their own role as future professionals in developing more sustainable digital solutions and (3) generally helping students to see the big picture of sustainability through setting the scene with the wider targets.

Details

Information Technology & People, vol. 37 no. 8
Type: Research Article
ISSN: 0959-3845

Keywords

Available. Open Access. Open Access
Article
Publication date: 2 September 2024

Javier Perez-Aranda, Denis Tolkach and Jenny H. Panchal

This study aims to explore the relationship between Generation Z (or Gen Z) consumers’ decision-making styles and electronic word-of-mouth (eWOM) use in the tourism sector…

501

Abstract

Purpose

This study aims to explore the relationship between Generation Z (or Gen Z) consumers’ decision-making styles and electronic word-of-mouth (eWOM) use in the tourism sector. Drawing on the consumer style inventory (CSI) model and the theory of reasoned action (TRA), the research examines how specific decision-making styles influence Gen Z’s propensity to use eWOM recommendations for accommodation choices.

Design/methodology/approach

The study uses structural equation modelling to analyse data collected from 296 Gen Z users of Booking.com. The CSI model is adapted to the analysed context and attributes – impulsive, recreational, sustainable, fashion-conscious and perfectionist attitudes – are examined to determine their impact on eWOM use intention and actual eWOM use.

Findings

Three of the hypothesised relationships in the model were validated. Specifically, the results suggest that the attitudes of sustainable and perfectionist consumers influence the intention to use eWOM. Furthermore, use intention is positively associated with the actual use of eWOM.

Practical implications

For marketers and tourism businesses, understanding the decision-making styles of Gen Z can inform the development of targeted marketing strategies that emphasise quality and sustainability. Highlighting these aspects in online reviews and eWOM platforms can enhance engagement with Gen Z consumers.

Originality/value

This research advances the understanding of eWOM behaviour by integrating CSI and TRA theories in the context of Gen Z’s tourism decision-making. It provides empirical evidence on the significant role of perfectionist and sustainable attitudes in shaping eWOM intentions, contributing to the literature on consumer behaviour and digital marketing in tourism.

Available. Open Access. Open Access
Article
Publication date: 28 January 2025

Carlota Lorenzo Romero, María-del-Carmen Alarcón-del-Amo, Miguel Ángel Gómez Borja and Leticia Del-Pozo-Ruiz

This study aims to analyze the multicultural consumers’ perceptions multicultural consumers’ perceptions of their experience after participating in online cocreation actions in…

34

Abstract

Purpose

This study aims to analyze the multicultural consumers’ perceptions multicultural consumers’ perceptions of their experience after participating in online cocreation actions in the fashion industry and the behavioral consequences of that experience.

Design/methodology/approach

This research was conducted in Spain and the UK, with 800 active online cocreators, leading to a proposal of a comprehensive model of the cocreation experience and its effects on satisfaction and engagement with the brand and the intention to continue cocreating using a multi-group covariance structural equation model.

Findings

All the proposed hypotheses were confirmed. Cocreation activities influence the cocreation experience, which, in turn, generates a positive effect on the behavioral responses of individuals in terms of satisfaction, engagement and future intentions to continue participating in the brand’s cocreation activities. The cocreation patterns are similar in both countries, leading to a comparable behavioral model across different cultural contexts. The findings conclude with relevant recommendations on how brands can improve their globalization strategies.

Practical implications

The practical utility for a fashion retailer arises from acknowledging the different dimensions of the cocreation experience as mechanisms to develop strategies that foster customer participation, thus enhancing satisfaction, brand engagement and advocacy. The results also advocate for the proposition of similar actions across different markets, given the homogeneity of behaviors, likely through global platforms that facilitate participation from different markets toward the creation of global communities.

Originality/value

The significant contribution of this research lies in the detailed proposal for measuring the cocreation experience and its integration into a comprehensive model of the impact of cocreation on classic behavioral variables. Furthermore, the differential analysis across two countries provides the added value of a multicultural evaluation of the phenomenon.

Available. Open Access. Open Access
Article
Publication date: 15 May 2024

Courage Simon Kofi Dogbe, Kennedy Kofi Ablornyi, Wisdom Wise Kwabla Pomegbe and Evans Duah

This study aims to examine how ethical leadership enhances the relationship between employee ethical behaviour and the job performance of employees in state-owned enterprises…

1696

Abstract

Purpose

This study aims to examine how ethical leadership enhances the relationship between employee ethical behaviour and the job performance of employees in state-owned enterprises (SOEs).

Design/methodology/approach

This study was a survey, with data collected using a structured questionnaire. The study focused on employees from SOEs in Ghana. The sample covers 238 employees drawn from 10 SOEs. Data was analyzed using structural equation modelling.

Findings

The study concludes that employee ethical behaviour positively influenced the job performance of employees of SOEs in Ghana. The effect of ethical leadership on employee job performance was positively significant. Finally, ethical leadership positively moderated the effect of employee ethical behaviour on the job performance of employees of SOEs.

Research limitations/implications

Future research should look at identifying the specific behaviours of ethical employees that influence improved job performance. Also, future research could conduct a comparative study of private-owned enterprises and SOEs.

Practical implications

Attention should also be paid to ethical leadership, as it strongly enhanced both employee job performance and the quality of employee ethical behaviour required for increased job performance of employees.

Originality/value

Extant studies have paid limited attention to understanding how the interaction between employee ethical behaviour and ethical leadership will enhance employee job performance.

Details

Social Responsibility Journal, vol. 20 no. 7
Type: Research Article
ISSN: 1747-1117

Keywords

Available. Open Access. Open Access
Article
Publication date: 21 June 2024

Urooj Zulfiqar, Alhamzah F. Abbas, Attia Aman-Ullah and Waqas Mehmood

One of the issues currently being discussed around the globe, and especially in the tourism industry, is revisit intention. This study uses a bibliometric analysis strategy based…

1532

Abstract

Purpose

One of the issues currently being discussed around the globe, and especially in the tourism industry, is revisit intention. This study uses a bibliometric analysis strategy based on the Web of Science (WOS) database to examine the literature on revisit intention.

Design/methodology/approach

In this study, a sample of 482 articles was analyzed. The R programming language was used to process the data and graph the results.

Findings

The results found the occurrence of publications by year, publication source information and authors, journals, countries, institutions, thematic maps, current trends of topics in hospitality and tourism toward revisiting intention, and the most cited papers in revisit intention. This study highlights the importance of revisiting intention in the hospitality and tourism industry. The bibliometric analysis helps to set the research agenda on revisit intention.

Originality/value

To the best of the authors’ knowledge, this is the first study of its kind to present an empirical evaluation of revisit intention using inclusive mapping.

Details

Journal of Tourism Futures, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-5911

Keywords

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