International Journal of Hospitality Management, 2011
Effective organisational decision making in a highly competitive and fragmented market demands cu... more Effective organisational decision making in a highly competitive and fragmented market demands current and relevant insights. Given the global perspective in which the hotel sector operates, the need for such insight is intensified. This study seeks to establish a dialogue focussed on responding to this need by examining the relative alignment of hospitality research and industry priorities for the purpose of informing industry practices. First, a literature review of academic and trade publications in the hotel sector provide a baseline understanding of current discussion in their respective communities. Second, a series of in-depth interviews with managers of hotel properties were used to assess the perception of industry priorities on contemporary issues. Findings suggest that industry priorities are not consistent with the emphasis in the literature. Most notable, generational change was identified as of particular importance with respect to managing employees, while brand differentiation, or lack thereof, was highlighted as a concern when operating in a highly competitive market. To date, both issues appear to have received limited attention in the literature, representing a significant opportunity for future academic research.
Consumer research into Internet usage has typically focussed on areas such as information search ... more Consumer research into Internet usage has typically focussed on areas such as information search behaviour and the technologies that ensure smooth webpage navigation and security of transactions. Little attempt has been made to identify and interpret consumers' emotional ...
Journal of Hospitality Marketing Management, Nov 4, 2009
The hotel industry is a large industry contributing substantially to global economies and providi... more The hotel industry is a large industry contributing substantially to global economies and providing employment for many million people worldwide. Given the size and economic significance of the industry, it is important to understand the aspects of business performance that persuade customers to become repeat purchasers, and to exhibit behavioral loyalty. Despite the significance of the industry, there has been little research to investigate the antecedents of, and influences on, behavioral loyalty. The major global hotel corporations place considerable emphasis on the brand for marketing but there has been little research found that has investigated the role of the brand in determining behavioral loyalty in hotels. This article provides an evaluation of the linkages between service quality, perceived value, customer satisfaction and behavioral loyalty. The impact of brand trust and brand attitude is added to the model and provides new understanding on the interactions between the constructs within a service sector context. Findings indicate that service quality, mediated by customer satisfaction is the largest determinant, but that brand trust, mediated by brand attitude, is a significant moderator of behavioral loyalty.
International Journal of Contemporary Hospitality Management, Apr 30, 2005
... graduates more scope to assume responsibility. However, not all graduates aspire to work for ... more ... graduates more scope to assume responsibility. However, not all graduates aspire to work for an employer. Many undergraduates express a desire to manage their own small hospitality business. Educators can assist them to do ...
... Michael Davidson, Hugh Wilkins, Brian King, Perry Hobson, ... Subjects: Tourism——Social aspec... more ... Michael Davidson, Hugh Wilkins, Brian King, Perry Hobson, ... Subjects: Tourism——Social aspects——Australia Students, Foreign——Australia——Family relationships. Other Authors/Contributors: Wilkins, H., King, B., Hobson, P. Craig-Smith, S. and Gardiner, S. ...
ABSTRACT The involvement of host communities (or destination residents), particularly in developi... more ABSTRACT The involvement of host communities (or destination residents), particularly in developing countries, is critical to the success of tourism development and to the creation of a “Just Destination”. This paper investigates host community perceptions about obstacles to their participation in tourism development in Lombok, Indonesia, providing new insights into institutional influences on tourism opportunities and issues. Purposive and snowball sampling techniques targeted separate groups of destination residents who live in a developed tourism destination, a less developed tourism destination, a remote rural village far away from tourism destinations, as well as a group of university students. Data were collected through in-depth interviews, qualitative questionnaires and observation, and were analysed using content analysis. Results show three main institutional factors inhibit host community participation in tourism: tourism agencies, private sector providers and tourism infrastructure, and perceptions of the negative impacts of tourism. The underperformance of state tourism agencies and private sector providers resulted in a lack of tourism infrastructure and limitations on host community opportunities to participate in tourism development and businesses. The findings suggest the need for improvement in the training of state tourism agency employees, better coordination among government agencies, and improved education and training for tourism operators.
International Journal of Hospitality Management, Dec 1, 2007
The importance of service quality for business performance has been recognized in the literature ... more The importance of service quality for business performance has been recognized in the literature through the direct effect on customer satisfaction and the indirect effect on customer loyalty. The importance was recognized by A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4), 41-51] in the development of SERVQUAL, a measure of perceived service quality across industries. Although the importance of service quality and service quality measurement has been recognized, there has been limited research that has addressed the structure and antecedents of the concept for the hotel industry.
Copyright in individual works within the repository belongs to their authors or publishers. You m... more Copyright in individual works within the repository belongs to their authors or publishers. You may make a print or digital copy of a work for your personal non-commercial use. All other rights are reserved, except for fair dealings or other user rights granted by the ...
International Journal of Hospitality Management, 2011
Effective organisational decision making in a highly competitive and fragmented market demands cu... more Effective organisational decision making in a highly competitive and fragmented market demands current and relevant insights. Given the global perspective in which the hotel sector operates, the need for such insight is intensified. This study seeks to establish a dialogue focussed on responding to this need by examining the relative alignment of hospitality research and industry priorities for the purpose of informing industry practices. First, a literature review of academic and trade publications in the hotel sector provide a baseline understanding of current discussion in their respective communities. Second, a series of in-depth interviews with managers of hotel properties were used to assess the perception of industry priorities on contemporary issues. Findings suggest that industry priorities are not consistent with the emphasis in the literature. Most notable, generational change was identified as of particular importance with respect to managing employees, while brand differentiation, or lack thereof, was highlighted as a concern when operating in a highly competitive market. To date, both issues appear to have received limited attention in the literature, representing a significant opportunity for future academic research.
Consumer research into Internet usage has typically focussed on areas such as information search ... more Consumer research into Internet usage has typically focussed on areas such as information search behaviour and the technologies that ensure smooth webpage navigation and security of transactions. Little attempt has been made to identify and interpret consumers' emotional ...
Journal of Hospitality Marketing Management, Nov 4, 2009
The hotel industry is a large industry contributing substantially to global economies and providi... more The hotel industry is a large industry contributing substantially to global economies and providing employment for many million people worldwide. Given the size and economic significance of the industry, it is important to understand the aspects of business performance that persuade customers to become repeat purchasers, and to exhibit behavioral loyalty. Despite the significance of the industry, there has been little research to investigate the antecedents of, and influences on, behavioral loyalty. The major global hotel corporations place considerable emphasis on the brand for marketing but there has been little research found that has investigated the role of the brand in determining behavioral loyalty in hotels. This article provides an evaluation of the linkages between service quality, perceived value, customer satisfaction and behavioral loyalty. The impact of brand trust and brand attitude is added to the model and provides new understanding on the interactions between the constructs within a service sector context. Findings indicate that service quality, mediated by customer satisfaction is the largest determinant, but that brand trust, mediated by brand attitude, is a significant moderator of behavioral loyalty.
International Journal of Contemporary Hospitality Management, Apr 30, 2005
... graduates more scope to assume responsibility. However, not all graduates aspire to work for ... more ... graduates more scope to assume responsibility. However, not all graduates aspire to work for an employer. Many undergraduates express a desire to manage their own small hospitality business. Educators can assist them to do ...
... Michael Davidson, Hugh Wilkins, Brian King, Perry Hobson, ... Subjects: Tourism——Social aspec... more ... Michael Davidson, Hugh Wilkins, Brian King, Perry Hobson, ... Subjects: Tourism——Social aspects——Australia Students, Foreign——Australia——Family relationships. Other Authors/Contributors: Wilkins, H., King, B., Hobson, P. Craig-Smith, S. and Gardiner, S. ...
ABSTRACT The involvement of host communities (or destination residents), particularly in developi... more ABSTRACT The involvement of host communities (or destination residents), particularly in developing countries, is critical to the success of tourism development and to the creation of a “Just Destination”. This paper investigates host community perceptions about obstacles to their participation in tourism development in Lombok, Indonesia, providing new insights into institutional influences on tourism opportunities and issues. Purposive and snowball sampling techniques targeted separate groups of destination residents who live in a developed tourism destination, a less developed tourism destination, a remote rural village far away from tourism destinations, as well as a group of university students. Data were collected through in-depth interviews, qualitative questionnaires and observation, and were analysed using content analysis. Results show three main institutional factors inhibit host community participation in tourism: tourism agencies, private sector providers and tourism infrastructure, and perceptions of the negative impacts of tourism. The underperformance of state tourism agencies and private sector providers resulted in a lack of tourism infrastructure and limitations on host community opportunities to participate in tourism development and businesses. The findings suggest the need for improvement in the training of state tourism agency employees, better coordination among government agencies, and improved education and training for tourism operators.
International Journal of Hospitality Management, Dec 1, 2007
The importance of service quality for business performance has been recognized in the literature ... more The importance of service quality for business performance has been recognized in the literature through the direct effect on customer satisfaction and the indirect effect on customer loyalty. The importance was recognized by A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4), 41-51] in the development of SERVQUAL, a measure of perceived service quality across industries. Although the importance of service quality and service quality measurement has been recognized, there has been limited research that has addressed the structure and antecedents of the concept for the hotel industry.
Copyright in individual works within the repository belongs to their authors or publishers. You m... more Copyright in individual works within the repository belongs to their authors or publishers. You may make a print or digital copy of a work for your personal non-commercial use. All other rights are reserved, except for fair dealings or other user rights granted by the ...
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