Purpose This article seeks to develop a managerial model that will aid in the effective management of customer relations. study explains detail concepts satisfaction and delight; their antecedents potential outcomes. Design/methodology/approach An extensive review existing delight literature reveals key necessary for occur. Findings Customer is better measure relationship than satisfaction. Delight likely generate positive business results such as word‐of‐mouth communications, loyalty...

Abstract Purpose The purpose of this paper is to provide a typology customer delight in the hotel industry. By doing so, it identifies patterns by which hotels their guests. explores Torres and Kline model light data proposes an addition model. Design/methodology/approach Content analysis utilized analyze letters feedback provided several hotels. A codebook was created, were coded two raters inter-rater reliability calculated. Findings most frequently mentioned codes included: taking care...

Purpose Drawing on protection motivation theory (PMT) and expectancy theory, this study aims to investigate consumers’ lodging consumption intentions during a pandemic crisis. Design/methodology/approach The research survey was conducted the ongoing COVID-19 (August, 2020) in USA amidst PLS-SEM multiple regression were explore answers proposed questions. Findings finds that, crisis, are subject both their internal evaluations external prevention practices implemented by facilities regardless...

Purpose There are decades of research analyzing turnover in the hospitality industry and yet it remains nearly double other industries. Whereas previous studies have analyzed training its impact on turnover, purpose this paper is to look at direct relationship between management level how impacts their employees’ intentions. Design/methodology/approach This study utilized annual evaluation data from two luxury resorts southeast USA. Exploratory factor analysis was conducted which resulted...

Purpose This study aims to strengthen implications about hotel cleaning outcomes by comparing guests’ perception of the amount contact they have with cleanliness surfaces. Design/methodology/approach used two data-collection methods, a survey and an adenosine triphosphate (ATP) test. Data were collected from recent guests using Amazon Mechanical Turk. Guests asked identify surfaces that touch most frequently. Actual was measured empirical data ATP meters. The sets compare perceptions actual...

SUMMARY This exploratory study was designed to evaluate the Websites of Bed & Breakfast(s) (B&B) belonging Indiana B&B Association (IBBA). Using Balanced Scorecard (BSC) approach, four evaluation perspectives were considered: (1) user friendliness, (2) site attractiveness, (3) marketing effectiveness, and (4) technical aspects. A team trained evaluators rated a random sample 20 IBBA property Websites. The found that major strength evaluated their but improvements needed in all categories....

Motivating employees and keeping them satisfied are some of the ways that managers organizations retain provide excellent service. There is a paucity research regarding Caribbean lodging employees, especially as it relates to various demographic factors including age groups. The current study analyzed motivational hotel different ages in Aruba. also looked at employee satisfaction with variety job components order help management develop better policies practices can keep their jobs. Using...

This research presents an examination of literature written within hospitality and tourism studies other disciplines pertaining to virtual hybrid meeting genres over a 10-year period (2002-2012). While 15 articles were found journals, 67 included this review, with the majority published refereed journals outside tourism. Articles categorized by journal, year, methodology, theme. Using diffusion innovation theory, five themes emerged: comparison and/or meetings face-to-face meetings,...

The purpose of thisfield research was to explore the relationship between member perceptions internal group dynamics and productivity. Forty-four work groups participated in this study. Significant relationships were noted levels productivity as measured by organizations well members 'perceptions.

This field study examines factors influencing hotel employees’ ability to transfer the concepts that they learned in job training when return work. The was conducted during a major company’s program. objective ready front-desk associates operate new property management system (PMS). Past business research suggests trainee characteristics, design, and work environment can positively impact an employee’s of training. Role-play exercises surveys were used explore validity this hospitality...

This study identifies best practices, opportunities, and barriers for marketing planning virtual hybrid meetings Generation X (36 to 49 years old) within the United States. Utilizing a modified Delphi method, meeting professional panel contributed four rounds of determine group consent. For meetings, practice recommendations included having planners collaborate with content designers, including interactive experiences, interaction live experts. practices identified real world examples,...

Purpose This paper aims to examine generational formative referents as factors that influence meeting attendees’ adoption and technology use within virtual hybrid meetings, test the applicability of acceptance model (TAM) presented by Davis (1986). study investigates how experiences from their respective years (i.e. referents), basis Generational Cohort Theory (GCT), TAM constructs. Design/methodology/approach A partial least squares analysis is utilized determine meetings across three...

ABSTRACT Salary compensation programs are widely used as a tool to attract, retain, and motivate employees in the hotel industry. The development of sound plan is critical component any successful business. This study investigated pay differential from different perspectives by using data collected California Hotel Lodging Association (CHLA), largest state level association United States. results indicated that full service hotels offer higher base positions such General Manager, Resident...

This study expands research on work–personal life conflict and intention to quit by exploring the moderating effects of job involvement personal relationship between an employee's quit. The sample consisted 295 hotel managers. Personal was found have a effect work interference with strongest among respondents highest levels involvement. However, employees' did not moderate Recommendations are offered monitor impacts address retention challenges facing industry.

Purpose – The purpose of this paper is to investigate the approaches used by leading lodging properties assess costs and contributions training. study also investigates barriers collecting data required for calculation return on investment (ROI) begs question, “when are hotel companies going design a system that tracks value employee development?” Design/methodology/approach This uses purposeful sampling method focuses small number rather than large sample. interview questions were developed...

Online guest reviews have become an important facet of consideration when customers decide on a hotel. However, limited research has been done to examine how hotel management's responses comments posted online review sites such as TripAdvisor influence customers' perception and choice. This pilot study uses semiexperimental approach investigate perceived image, attitude, hypothetical intent stay are impacted by three different negative feedback, respectively, including "no response,"...

Purpose This study aims to empirically assess restaurant surfaces’ cleanliness and compare them customers’ perceptions about the of surfaces when dining in a restaurant. Design/methodology/approach used two methods collect data. The first was survey method gauge an empirical test measure using adenosine triphosphate (ATP) meter. Two data sets were collected actual measurements. One set surveyed respondents as their high- low-touch among 19 areas room 15 from restroom, perceived or dirtiness...

As the application of human icons as tourist attractions continues to increase, there is a growing need better understand how these famous individuals are used by destinations. Based on literature in several relevant fields, such history, social science, and destination management, effectiveness criteria for icon were analyzed this study. Three "situational" factors influencing operation (culture, government involvement) included criteria. It also suggested that can be evaluated from three...

The focus of this study is to identify best practices, opportunities and barriers for planning managing virtual hybrid meetings baby boomers, generation X, Y. Through application the generational cohort theory, a modified Delphi method was employed these three generations. engaged an expert panel meeting professionals who made recommendations each cohort. Results indicate perceptions attendees are considered by professionals, based on their experience, as they plan execute meetings, thus...

This study investigated temporal differences in the relationships among consumers' perceived protection of COVID-19 vaccination, their threat and coping appraisal, subsequent in-restaurant dining decisions, moderating role vaccination status. Data was collected at times during post-vaccine availability era pandemic: Phase 1 March 2021 (N = 282), 2 September 320), 3 2022 342). PLS-SEM multi-group analysis were employed to test hypotheses. Results revealed between vaccine protection, intention...

SUMMARY As homes across the world adopt broadband connectivity, there is a need to understand how it may impact consumer propensity buy travel products on Internet. The objective of this study evaluate differences in perceptions utilitarian and social value Internet between narrowband users. also explores relationship within context online purchase behavior. MANOVA results indicate users when comes self-improvement functional dimensions value. Practical theoretical implications are discussed.

ABSTRACT Upwards of $200 billion in training investments are made annually by companies across North America. When evaluation that is conducted, many employ some feature Kirkpatrick's multi-level framework to assess participants' reactions, learning outcomes, and transfer training. However, scholars caution assumptions about a hierarchical relationship among the levels unfounded, which could render method suspect. This study field tested hierarchy assumption context an international lodging...