Sandeep Kulshreshtha and Ruchika Kulshrestha
The purpose of this paper is to analyse the potential of “homestays” and also observe the trends related to this emerging concept in India. This paper also discusses various…
Abstract
Purpose
The purpose of this paper is to analyse the potential of “homestays” and also observe the trends related to this emerging concept in India. This paper also discusses various challenges faced by the owners of homestays.
Design/methodology/approach
This paper is based on an exploratory study that sought to collect factual data about the present scenario and the emerging trends related to homestays. A qualitative case study method was used to analyse the actual practices followed by stakeholders. This paper expresses the viewpoint of the authors on the augmented demand for homestay supported by secondary data published in several academic papers and reports published by various government departments. The author interviewed a number of homestay owners to obtain a first-hand perspective.
Findings
This paper brings to light the rising trend toward homestays, the benefits of homestay tourism from the perspective of homestay stakeholders (both tourists and owners) and the impact on economic, social and cultural life, as a result of growth in the homestay concept.
Originality/value
The current level of discussion about homestays is limited, as there are relatively few prior studies reported in the literature.
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Ashutosh Pandey and Ruchika Kulshrestha
This study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery…
Abstract
Purpose
This study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.
Design/methodology/approach
The study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.
Findings
The study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.
Practical implications
This paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.
Originality/value
The paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.
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Ruchika Kulshrestha and Ashutosh Pandey
Purpose: This paper aims to review the effect of the 2003 SARS epidemic on tourism and to analyze the learning outcomes from this crisis critically. The study further proposes…
Abstract
Purpose: This paper aims to review the effect of the 2003 SARS epidemic on tourism and to analyze the learning outcomes from this crisis critically. The study further proposes practical and strategic tips for airlines, hoteliers and destination marketers in the top Asian tourism market such as India, China, Singapore and Thailand if a similar crisis affects the region.
Study Design/Methodology/Approach: The study followed the qualitative approach for deriving the findings. The research reviewed past literature by using the Prisma method, which is an evidence-based minimum set of items, for reporting in systematic reviews and meta-analyses. The research summarized the previous literature on the SARS outbreak in 2003 and reviewed various practices for tourism industry sustainability.
Finding: The study provides the information of how the airlines, hoteliers and destination marketers tackled the SARS epidemic and proposes the integrated strategy for managing such crisis in future.
Originality/Value: This paper performed the systematic literature review of all the relevant researches related to the 2003 SARS outbreak and its effect on the tourism industry.
Implications: This paper suggests the strategies and practices based on past reviews and learnings from experiences which may be useful for the tourism stakeholders to tackle and minimize the effect of such crisis in future.
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Preeti Singh, Ruchika Kulshrestha and Sanjna Vij
Purpose: This study is the complex interplay among corporate social responsibility (CSR), governance, and ethics in the context of tourism management in India. It shows us how…
Abstract
Purpose: This study is the complex interplay among corporate social responsibility (CSR), governance, and ethics in the context of tourism management in India. It shows us how businesses engage in sustainable practices that contribute to social economics tourism.
Methodology: This research takes a multi-face approach, theoretical framework, and practice case study to indicate the relationship based on the CSR corporate governance, and business ethics. The study shows that the real case study in Jaipur and Indore.
Research limitations and implications: Given the limitations of the case study research, such as potential basis and limited generalization, this study is necessary for future empirical investigation to validate and expand upon the findings presented here.
Social implications: The chapter discusses the societal significance of business practices. It promotes greater corporate engagement in addressing social, environmental, and economic challenges by showing the positive impact of CSR initiatives on local communities.
Findings: Through case studies and empirical analysis, this chapter reveals how CSR initiatives can improve corporate governance, promote ethical business practices, and positively impact the local economy and environment. It also shows how important evidence-based decision-making matters.
Originality/value: In India's tourism management context, this chapter comprehensively examines corporate governance, business ethics, and CSR. Its usefulness provides practical insights into the practical ramifications of responsible business practices.