Service quality and customer satisfaction: The moderating effects of hotel star rating

This research contributes to customer satisfaction knowledge with regard to accommodation in South Africa whose star grading differs. A multi-group analysis and an importance-performance map analysis by means of PLS-SEM allow us to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading. The two most important predictors of satisfaction with one-star and two-star category accommodation are the accommodation infrastructure and the employee expertise. Both predictors were found to have relatively low levels of performance. Safety and security and room quality are two significant determinants of satisfaction with three-star establishments, although they under-perform with regard to safety and security. In respect of four-star and five-star accommodation, waiting time and customer interaction, both of which have an above average performance scores, influence customer satisfaction. We provide specific guidelines for managerial interventions to improve service quality and guests’ satisfaction for each grading category

Residents’ support for the Olympic Games: Single Host-City versus Multiple Host-City bid arrangements

This study explored the efficacy of an extant resident support model developed by Gursoy and Kendall (2006) in a hypothetical Olympic Single Host-City and Multiple Host-City bid arrangement. Participants were undergraduate students enrolled in two Ontario universities and randomly assigned into one of two hypothetical 2028 Summer Olympic Games bid arrangements: (1) SHC – Toronto, and (2) MHC – Toronto and Montreal. Results revealed the extant model did not perform well in the MHC bid arrangement. Findings suggest the relative importance of perceived benefits and costs in garnering support from residents may differ between SHC and MHC bid arrangements. Implications for the design and exploration of MHC resident support models for the Olympic Games are discussed. This is the first study to explore resident support in a MHC bid context. The study sets the scene for research following this new IOC development and informs future studies on this important topic

Rethinking Lockdown Policies in the Pre-Vaccine Era of COVID-19: A Configurational Perspective.

The significance of lockdown policies for controlling the COVID-19 pandemic is widely recognized. However, most studies have focused on individual lockdown measures. The effectiveness of lockdown policy combinations has not been examined from a configurational perspective. This research applies fuzzy-set qualitative comparative analysis (fsQCA) to examine different lockdown policy combinations associated with high-epidemic situations in 84 countries. A high-epidemic situation can occur through three different "weak-confined" patterns of lockdown policy combinations. The findings demonstrate that a combination of lockdown policies is more successful than any single lockdown policy, whereas the absence of several key measures in policy combinations can lead to a high-epidemic situation. The importance of international travel controls can become obscured when they are the only measures adopted, and a high-epidemic situation can still arise where restrictions are placed on international travel but not on public transport or when workplaces are closed but schools remain open

Marketing a tourism industry in late stage decline: The case of the Isle of Man

Qualitative interviews in the Isle of Man uncovered local perceptions of a tourism industry in late stage decline. Social impacts of decline are pronounced including facilities loss, cultural changes and a heightening of perceived peripherality: which taken together undermine local identity. Tourists are welcomed as they help to affirm the pride residents have in their island in creating a more active atmosphere, provide social interaction opportunities and to combat negative stereotyping. Thus findings emphasise the diverse, unique and persistent benefits of tourism in the Isle of Man, despite its decline. Destination marketing recommendations are therefore made to better address the experiences and desires of communities experiencing decline

Theory in hospitality, tourism, and leisure studies

2013-2014 > Academic research: refereed > Publication in refereed journalAccepted ManuscriptPublishe

Indian Travellers’ Adoption of Airbnb Platform

YesMuch of the existing scholarly debate on sharing economy to date has focused on the use of technology in developed countries. However, the recent upsurge of mobile technology adoption in developing countries has provided suitable breeding ground for sharing economy. The lack of native theories in tourism and hospitality sector with scare utilization of unified theory of acceptance and use of technology (UTAUT) provide necessity for this research. This study adapted meta-UTAUT model as theoretical lens and extended the model with hedonic motivation, trust, and self-efficacy. Based on data from 301 potential Indian consumers, the results underscored the central role of attitude that significantly mediated the effects of effort expectancy, social influence, and facilitating conditions on consumer intention to use Airbnb. Meanwhile, performance expectancy emerged as significant direct determinant of intention alongside attitude, trust, and self-efficacy. The proposed model explained as much as 65% variance on Indian consumer’s intention to use Airbnb

Impact of trust on local residents' Mega-Event perceptions and their support

This study examines the influence of residents' trust in government and organizing committee on their impact perceptions and support for a mega-event, namely, 2014 FIFA World Cup. Findings suggest significant relationships between impact perceptions and support. While trust in government is found to be a significant determinant of impact perceptions, findings indicate no significant relationship between trust in government and support, which suggest that the relationship is mediated by impact perceptions. While a positive relationship between trust in the organizing committee and positive impact perceptions is found, findings suggest no significant relationship between trust in the organizing committee and negative impact perceptions. Trust in the organizing committee is also found to have significant positive impact on support.CNPq-Conselho Nacional de Desenvolvimento Cientifico e Tecnologico, Brasil (National Council for Scientific and Technological Development," Brazil)info:eu-repo/semantics/publishedVersio

Corporate philanthropy through the lens of ethical subjectivity

The dynamic organisational processes in businesses dilute the boundaries between the individual, organisational, and societal drivers of corporate philanthropy. This creates a complex framework in which charitable project selection occurs. Using the example of European tour operators, this study investigates the mechanisms through which companies invest in charitable projects in overseas destinations. Inextricably linked to this is the increasing contestation by local communities as to how they are able to engage effectively with tourism in order to realise the benefits tourism development can bring. This research furthers such debates by exploring the processes through which tour operators facilitate community development through charitable giving. Findings show, with no formal frameworks in existence, project selection depends upon emergent strategies that connect the professional with the personal, with trust being positioned as a central driver of these informal processes. Discretionary responsibilities are reworked through business leaders’ commitment to responsible business practises and the ethical subjectivity guiding these processes

A model of collaborative innovation between local government and tourism operators

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Local Authority planning provision for Event Management in Ireland: A Socio-Cultural Perspective

The increasing popularity of the event sector in Ireland has resulted in many community events being developed and marketed to international and domestic tourists alike. This growth has had an effect on host communities in a positive and negative manner. This paper assesses the current levels of Local Authority socio-cultural planning provision and guidelines for event management in Ireland. To achieve this, a content analysis approach was used to illustrate which Local Authorities in the Republic of Ireland employed socio-cultural tools and indicators for event management. Accordingly, analysis revealed a lack of Local Authority socio-cultural planning guidelines or policies for event management. However, this offers and opportunity to be improved by implementing and applying best practice indicators in socio-cultural policies and guidelines for event management in Ireland