Gaming can be sustainable too! Using Social Representation Theory to examine the moderating effects of tourism diversification on residents' tax paying behavior

Tourism authorities in the Las Vegas region have suggested the diversification of the tourism industry as a strategy to improve the vitality of rural communities outside of the metropolitan area. The present study uses Social Representation Theory as the conceptual basis to test the moderating effects of the various types of proposed tourism development on residents' willingness to pay higher taxes to support such development. A survey of 301 residents in Las Vegas rural communities examined how the factors of economic dependence on tourism, community attachment, and ecocentric attitude towards tourism influence residents' perceptions of tourism's impacts. A higher economic dependence on tourism and higher levels of community attachment led to more favorable perceptions of tourism's economic and social impacts. The economic impacts, in turn, resulted in a willingness to pay higher taxes, irrespective of the type of tourism development proposed by the Las Vegas authorities. The results suggest that rural communities reinforce a hegemonic social representation of tourism in order to characterize the ethos of capitalist urbanism that pervades the economic development discourse. The residents' social construction of tourism has important implications for tourism planners in the region and suggests the adoption of an inclusive tourism diversification strategy that leverages both gaming and alternative tourism.This work was supported by the Southern Nevada Planning Coalition, Outside Las Vegas Foundation and the Conrad N. Hilton Foundation. (Southern Nevada Planning Coalition; Outside Las Vegas Foundation; Conrad N. Hilton Foundation

Hotel-like hospital rooms' impact on patient well-being and willingness to pay: An examination using the theory of supportive design

While there is increasing evidence to suggest the importance of the provision of hospitality in healthcare settings, research on these developments remains under-represented, particularly in the hospitality literature. In response, the present study builds on Ulrich’s (1991) Theory of Supportive Design to examine patient responses to hotel-like features in a hospital room. Specifically, the study examines how features that foster a sense of control, create positive distractions, and provide access to social support influence patients’ well-being, and subsequently, their likelihood to choose hotel-like hospital rooms and their willingness to pay higher out-of-pocket expenses for such rooms. [TRUNCATED

Consumption authenticity in the age of the sharing economy: The key to creating loyal customers who love your brand

Airbnb continues to gain popularity as an accommodation alternative to hotels, with the authenticity of the consumption experience being a critical differentiating factor. However, the hospitality literature has not fully explored whether and how brands in the sharing economy as well as traditional hotel brands are facilitating authentictravel experiences and the impact of these experiences on brand love and brand loyalty. The purpose of this study is twofold. First, we develop a model of consumption authenticity in the accommodations industry and identify, operationalize, and measure its components. Second, we examine the impact of consumption authenticity on brand love and brand loyalty in both hotels and Airbnb accommodations. By surveying 1,256 American participants recruited from Amazon Mechanical Turk, we found that Airbnb leverages brand, existential, and intra-personal consumption authenticity in creating brand-loving and brand-loyal customers, while hotels utilize only brand authenticity. Implications for theory and practice are discussed, and areas of future research are identified

Consumption authenticity in the age of the sharing economy: the keys to creating loyal customers who love your brand

Airbnb has gained popularity as an alternative to hotels, with the authenticity of the consumption experience being a critical differentiating factor. However, the hospitality and tourism literature has not fully explored how Airbnb and traditional hotel brands are facilitating authentic travel experiences and the impact of these experiences on brand love and brand loyalty. In this study, we explore three elements of consumption authenticity and examine their how they interact in the context of an accommodation brand. Second, we compare the components of consumption authenticity across hotels and Airbnb, and examine their relative impact on brand love for these two segments of the accommodations industry. We found that hotels and Airbnb draw upon different sources of authenticity to create brand-loving customers. Our results indicated that Airbnb leverages brand, existential, and intrapersonal authenticity in creating brand-loving and brand-loyal customers, while hotels utilize only brand authenticity. Thus, the keys to creating customers who love and are loyal to the brand differ between hotels and Airbnb. Implications for theory and practice are discussed, and areas of future research are identified.Accepted manuscrip

Hospitality healthscapes: a conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

In an increasingly competitive market, healthcare providers are incorporating best practices from the hospitality industry to improve the patient experience. The present study offers a model of hospitality healthscapes to provide a patient-based perspective of the infusion of hospitality into healthcare. A study of 406 respondents examined the hotel-like attributes that patients prefer in hospital rooms and the effect of their provision on patients’ well-being and willingness to pay higher out-of-pocket expenses. Using conjoint analysis and 3D visual representations of hospital rooms, the study found that high-end material finishes and hospitality-certified healthcare staff were the two greatest influences on patient choice. The study also found some differences between the preferences of “less healthy” and “more healthy” patients, with the less healthy patients willing to pay, on average, 13% higher out-of-pocket expenses for hotel-like hospital rooms than the more healthy patients. This study represents the first attempt in the evidence-based design literature to holistically and empirically examine the infusion of hospitality into healthcare by emphasizing the “patient as customer.” The findings have important marketing implications for healthcare providers who wish to enhance the patient experience

The Influence of a Hospitable Healthcare Environment on Patient Emotions and Behavioral Responses

A structural model is proposed and empirically examined that investigates the influence of a medical center’s environment on patient responses. A stimulus-organism-response (S-O-R) model, often used to frame hospitality service research, is adapted as the basis of the theory that elements included in a healthcare Servicescape will affect emotional responses of patients, which in turn influence their overall satisfaction with experience and likelihood to return, recommend to others, and willingness to pay higher out of pocket expenses behavioral intentions. Analyzed elements of the Servicescape include physical design, layout, atmospherics, and service delivery

The influence of hospitable design and service on patient responses

A study of 216 respondents examined a medical center environment’s influence on patient responses. A stimulus–organism–response (S-O-R) model was adapted to the theory that more hospitable healthcare servicescape elements will affect patients’ overall satisfaction with healthcare experience, loyalty intentions, and willingness to pay out-of-pocket expenses for healthcare services. Servicescape elements included atmospherics of the healthcare environment, service delivery by healthcare staff, physical design of the healthcare environment, and wayfinding. Results of structural equation modeling confirmed that the four servicescape elements – had a significant impact on patients’ overall satisfaction with the healthcare experience. Furthermore, overall satisfaction with the healthcare experience predicted patients’ loyalty intentions and willingness to pay out-of-pocket expenses for healthcare services. The study makes a significant contribution to the empirical modeling of patients’ behavioral responses to hospitable healthcare environments

Using segmentation to compete in the age of the sharing economy: testing a core-periphery framework

Airbnb has emerged as a credible competitive threat to the hotel industry. Consequently, hotel brands are having to rethink the experiences they provide to customer in an increasingly competitive environment. Despite these trends in the industry, experience-related research that examines and informs these developments remains under-represented in the hospitality and tourism literature. The present study offers a systematic approach to examine the potential differences in experiential consumption in the accommodations industry. Using a multiple-group analysis approach, it examines the moderating effects of individual characteristics and situational factors on the nature and dynamics of experiential consumption in the accommodations industry. The findings of the study culminate in the core-periphery framework of the hospitality consumption experience that can provide a relevant theoretical lens for future research into the different sectors and types of experiences within the hospitality and tourism industry. The study also outlines important implications for the hotel industry’s strategic experience design initiatives, from the standpoint of product development, the segmentation, targeting and positioning (STP) process, and marketing communications.Accepted manuscrip

Restorative servicescapes in health care: examining the influence of hotel-like attributes on patient well-being

This study examines how 527 patients across different health states assessed the influence of hotel-like attributes on their well-being. Using theoretical mechanisms of attention restoration underlying restorative servicescapes, we postulated that hotel-like products and services will enhance patients’ perceived well-being, which, in turn, will favorably affect their behavioral intentions. We also tested an alternative model that included additional direct relationships between hotel-like products and services and behavioral intentions, based on the tenets of cue utilization theory. After conducting a series of nested model comparison procedures, we confirmed that the alternative model provided a theoretically and empirically stronger explanation for the dynamics of hotel-like restorative servicescapes. Although the differences between less healthy and more healthy patients were not statistically significant, the less healthy group demonstrated the same pattern of relationships as in the overall model, indicating that such patients may be more likely to derive greater restorative benefits from hotel-like hospital rooms, which may also make them more likely to pay higher out-of-pocket expenses for such rooms. The study furthers the empirical research agenda on evidence-based design (EBD) and the role of hospitality in health care.Accepted manuscrip

Adding evidence to the debate: quantifying Airbnb's disruptive impact on ten key hotel markets

Airbnb's entry into the lodging landscape has dramatically increased the available supply of rooms for accommodating prospective visitors at a destination. In a competitive market, an increase in supply while keeping demand relatively constant would decrease prices and revenues. While Airbnb is expected to negatively impact the hotel industry, the effects of Airbnb on the performance of the hotel industry have not been extensively quantified. Also, existing studies on Airbnb's economic impacts are limited in their inferential, temporal, and/or geographical scope. In view of this gap in the literature, the present study examines the effects of Airbnb supply on key hotel performance metrics: room revenues (RevPAR), average daily rates (ADR), and occupancy rates (OCC) in ten major U.S. hotel markets for the period between July 2008 and June 2017. The results demonstrate that an increasing Airbnb supply negatively impacts all three performance metrics within the hotel industry. Moreover, while previous research has demonstrated a negative impact on lower-end hotels, our findings provide evidence of Airbnb's growing impact on the mainstream market across hotel class segments, signaling a high level of consistency with the tenets of the theory of disruptive innovation. The magnitude of these effects is not only statistically but also economically significant. Theoretical and practical implications are discussed.Accepted manuscrip