This paper aims to explore how value co-destruction (VCD) impacts on guests perceived value in Airbnb, peer-to-peer (P2P) accommodation platform.
Abstract
Purpose
This paper aims to explore how value co-destruction (VCD) impacts on guests perceived value in Airbnb, peer-to-peer (P2P) accommodation platform.
Design/methodology/approach
This study applies an interpretive exploratory research approach to explore VCD on consumer perceived values. Data were collected via personal in-depth semi-structured interviews with guests who have experienced in staying Airbnb. Thematic analysis was conducted to analyse data.
Findings
Drawing on the theory of consumption values, the findings show that five dimensions of value; functional, social, economic, emotional and epistemic value are destroyed due to negative interactions between guests and hosts. Moreover, this study revealed that host’s unaccepted behaviours, miscommunication, lack of resources, expectations and issues in procedures lead to destroy guest’s perceived value. The findings of the study provide several insights for the tourism and hospitality sector, P2P accommodation platforms and policymakers to prevent from VCD and optimise the customer experience.
Originality/value
This study provides a greater understanding of how and which activities lead to destroy guest’s perceived values after experiencing VCD. To the best of the author’s knowledge, this study is the first to apply theory of consumption values in the P2P accommodation context and research field related to “VCD”.
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Marta Jacob, Mónica Martínez-Gómez, Carmen Florido and Aldric Vives
A study was conducted in Gran Canaria to analyse the driving factors that lead to higher loyalty amongst tourists staying in green hotels.
Abstract
Purpose
A study was conducted in Gran Canaria to analyse the driving factors that lead to higher loyalty amongst tourists staying in green hotels.
Design/methodology/approach
A conceptual model was designed to assess whether circular preferences and behaviour amongst guests (at home/in the hotel) and a hotel’s environmental policy affect guest loyalty to green hotels. A survey in hotels collected 211 responses. A new conceptualisation of the loyalty to green hotels construct was defined.
Findings
The model detects key success predictors and connects them to different measures to improve performance in terms of circular hotel practices. This paper identifies tourist segments with more pro-circular behaviour and the highest loyalty levels to green hotels and uses a multi-group analysis by partial least squares to assess the moderation of control variables for the proposed theoretical model, identifying segments with more pro-circular behaviour and loyalty levels to green hotels.
Practical implications
This study determines tourism segments with higher loyalty to green hotels by analysing commitment levels across market segments. The findings help eco-friendly hotels design plans to attract and retain guests that are environmentally aware and evaluate their acceptance of circular behaviour. Insights also support revenue strategies to encourage repeat business.
Originality/value
The study enhances research on tourists’ circular behaviour by focusing on island destinations, bridging a gap from continental studies. It highlights 3R-based practices, explores factors like gender, age, booking channel, board and traveller type that influence pro-circular behaviour and offers insights for destination management organizations and hotel marketers to attract long-term sustainable demand.
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A comparative study was undertaken analysing what accommodation managers and business guests believed were the factors influencing accommodation selection. It was discovered that…
Abstract
A comparative study was undertaken analysing what accommodation managers and business guests believed were the factors influencing accommodation selection. It was discovered that business guests rated “bathroom and shower quality”, “standard of bedroom maintenance” and “comfort of mattress and pillow” highly, while accommodation management rated “courteous, polite, well‐mannered staff”, “enthusiasm, and commitment of staff” and “efficiency of front desk” highly. In contrast, both the business guests and accommodation managers indicated that the cleanliness of the hotel was the most significant factor influencing accommodation selection. The research also identified that there was a statistically significant difference in many items in the survey between what management and guests believed were important, which indicates a lack of understanding by management. The ramifications for management who do not provide those items important to guests are lower occupancy rates and guest dissatisfaction. Further, spending time and money on items that are not so important to guests may not be a wise use of resources. Regarding the question of whether managers understand their guests, this research indicates that they do not.
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Teaching and learning online during the Covid-19 pandemic has forced university instructors to consider online alternatives to the classroom. It is possible to facilitate…
Abstract
Purpose
Teaching and learning online during the Covid-19 pandemic has forced university instructors to consider online alternatives to the classroom. It is possible to facilitate students’ learning in the digital environment in similar ways to the traditional face-to-face classroom. The inclusion of e-guests in the digital learning space presents one such opportunity. The purpose of this paper is to discuss the use of e-guests in online learning.
Design/methodology/approach
This paper presents a case study, following a postgraduate class and the role of the e-guest in students’ synchronous online learning.
Findings
E-guests facilitated student learning. Their approaches to learning ranged from slides to discussions. Students responded well to this method of learning.
Practical implications
There is potential for enhancing student learning through the inclusion of e-guests, who bring their expertise to the classroom. E-guests from different regions offer students an opportunity to learn from specialists they would not necessarily have access to in the traditional classroom.
Originality/value
E-guests offer one important potential means of enriching online teaching.
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This study aims to determine similarities and differences in business travellers' expectations and managers' perceptions of the service provided by guest houses.
Abstract
Purpose
This study aims to determine similarities and differences in business travellers' expectations and managers' perceptions of the service provided by guest houses.
Design/methodology/approach
Two questionnaires with seven‐point Likert scales were used to measure travellers' expectations of guest house service and managers' perceptions of these expectations. Data was analysed using Statistica Version 6.1 by employing factor analysis and ANOVA tests.
Findings
Business travellers deemed secure parking and the professionalism of staff as the most important attributes, while guest house managers thought it would be friendliness of front desk staff and efficient handling of complaints. Both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. The importance rating of the different service dimensions was not significantly influenced by the business travellers' gender, managerial position, nights of stay or by the guest house grading. Managers mostly overestimated guests' expectations.
Research limitations/implications
The limitation of the study is the relatively small sample used (50 guest house managers and 300 business travellers within one city). Future research needs to examine a broader sample of guest house managers and could compare the expectations of different types of guests.
Practical implications
It is worth noting that guest house managers had overestimated the expectations of business travellers regarding the service provided. Management should focus on service dimensions important to guests and not those based on own opinions.
Originality/value
An understanding of business travellers' expectations could lead to their needs being more closely addressed and satisfaction levels being raised.
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Guest history is a valuable service and marketing tool. Inparticular, it is likely to become a strategic device for thedevelopment of brand loyalty in the 1990s. Reports on a…
Abstract
Guest history is a valuable service and marketing tool. In particular, it is likely to become a strategic device for the development of brand loyalty in the 1990s. Reports on a nationwide Australian study of 121 hotels′ use of guest history, and describes some of the key opportunities for optimizing the guest history function. The findings suggest that while guest history is being widely utilized by hotels, the extent of that utilization is limited. Three major areas for developing strategies to optimize the guest history function were found to include: specific guest history training modules; an internal service orientation emphasizing the organization‐wide usage of guest history to service the customer better; and further enhancement of the use of guest history for increasing brand loyalty.
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Jessica C. Murray, Robert J. Harrington, Prakash K. Chathoth and M. Sajid Khan
This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to…
Abstract
Purpose
This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to guest outcomes. While research into memorable experiences has gained traction, the theoretical underpinnings of what makes an experience memorable in a luxury hotel setting are not well documented.
Design/methodology/approach
A grounded theory, qualitative methodology was used to assess MDL value transformation. Inductive methods included conducting in-depth interviews with hotel managers and analyzing social media reviews for each hotel. Guest reviews served as an indicator of memory outcomes and the counterpoint to the managerial interviews, supporting or refuting interview findings.
Findings
Key dimensions emerged, emphasizing the importance of managerial inputs to experience design, service experience attributes and memorable experience creation, demonstrating a sequence of memory-based value creation and outcomes such as positive word of mouth/electronic word of mouth (WOM/eWOM). Sentiment analysis identified attributes that appear to be a “must-have” to avoid dissatisfaction, as well as areas at risk for negative memories. Dimensions were developed into a framework using themes derived from MDL value transformation, management and consumer inputs that influence memorable experience outcomes in this context.
Research limitations/implications
The study supported the MDL theoretical framework by illustrating the flow from managerial inputs to the service experience, to elements of experience co-creation, and through to the guests’ WOM/eWOM and experience memories. The findings highlighted the symbiotic relationship between firm culture and service experience design, providing guidance for managerial practice going forward.
Originality/value
This paper uncovers major themes and dimensions identified by guests and managers as necessary in creating memorable experiences in a luxury setting and develops a framework that serves as a foundation for further study, including anteceding factors and their impact on hedonic consumption across experience domains.
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Badr Badraoui and Scott J. Smith
This paper examines guest perceptions and booking responses to robotic furniture in hotel rooms, addressing a gap in existing research on in-room technology in the hospitality…
Abstract
Purpose
This paper examines guest perceptions and booking responses to robotic furniture in hotel rooms, addressing a gap in existing research on in-room technology in the hospitality industry.
Design/methodology/approach
Utilizing an extended technology acceptance model, the study examines the impact of aesthetics, functionality and symbolism on guests’ booking intentions. Data were collected through an online survey of 426 participants, employing structural equation modeling for analysis.
Findings
The results reveal that hotel guests value the potential benefits of robotic furniture more than its mere functional aspect and may be inclined to appreciate it when it translates to tangible benefits and is easy to interact with. Additionally, the aesthetics and symbolic value of the furniture play a crucial role in shaping guests’ perceptions and booking intentions.
Practical implications
This study advises hoteliers to prioritize intuitive, user-friendly robotic furniture that offers clear benefits like convenience and comfort to boost booking intentions. Marketing should emphasize these practical advantages rather than focusing solely on innovation. Although secondary, aesthetics should still align with the room’s design. The symbolic value of robotic furniture should reflect the hotel’s brand identity, enhancing its appeal to target markets.
Originality/value
This study expands the application of the technology acceptance model in the context of hotel room design and technology adoption and provides academics and hoteliers with useful insights into integrating innovative technologies in hotel rooms.
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Derya Timucin Hayat and Blend Ibrahim
Introduction Summary: Tourism is accepted as a multidisciplinary industry .Hoteliers and tour operators/travel agencies (TO/TA) count as two main stakeholders in the tourism…
Abstract
Introduction Summary: Tourism is accepted as a multidisciplinary industry .Hoteliers and tour operators/travel agencies (TO/TA) count as two main stakeholders in the tourism sector, and they are interdependent with regard to their marketing and service objectives. Distribution channels, as TO and TA, are an important part of tourism growth. As TOs and TAs are the intermediaries between tourist and tourism service providers. Tourists travel to satisfy or fulfill their dreams because travel is a need for psychological relief that motivates people for temporary movement to different places and different countries. The research aims to examine the effects of perceived stakeholder conflict factors (PSCF) issues identified from the existing literature on guests’ outcomes in accommodation establishment located in Kyrenia, Northern Cyprus. PSCF is, namely, misinformation, unmanaged bookings and operational mistakes involving quality-price inconsistency and unsolved guest’s problems should be considered by both parties. Therefore, the objective of this study is to address the research gap regarding the effects of PSCFs on guests’ perceived value (GPV), guest satisfaction (GS) and behavioral intention (BI). Purpose: This study aims to investigate stakeholders conflict and its effects on guests’ outcomes, namely GPV, GS and BI associated with accommodation establishments, which has not been examining empirically before. Design/Methodology/Approach: This study conceptualized PSCFs and developed a scale for assessing this conflict and its outcomes. Through careful instrument development process, four sub-dimensions and 17 items of PSCFs were identified. Findings: The overall PSCFs’ effects obtained indicate that GPV, GS and BI are associated with accommodation establishments, and are negatively affected by the unsatisfactory relationship between these two key stakeholders. Originality/Value: The study empirically tested the conceptual model through conducting survey research to collect data from the guests whose trips were organized through a TO/TA and staying in five-star or four-star accommodation establishments located in Kyrenia, Northern Cyprus.