This study reviews and synthesizes the contemporary literature focusing on the role of corporate social responsibility (CSR) in the hotel industry over the period 2006-2015. The revision process has covered articles meeting two conditions: first, articles focusing exclusively on the hotel industry (not on the tourism sector as a whole) and, second, the issue of CSR is addressed from a broader perspective (economic-social-environmental) and not only environmental. A total of 48 papers have been identified and grouped in three streams of research: CSR-Practices, CSR-Reporting, and CSR-Impacts; the last one been divided into two sublines of research: one from the consumer perspective (Marketing) and the second from the company’s perspective (Firm Business-Performance). For every line, the variables and topics studied are also established. The research lines “Practices” and “Impacts” have received a similar amount of research interest although there is a growing research interest in the impacts of CSR during recent years, either internal or external. Despite this fact, consumer reactions to CSR and the link between CSR and corporate financial performance (CFP) are still important gaps regarding research on CSR in the hotel industry. It is also worth to highlight that a key CSR stakeholder for hotels, like the local community, is particularly underresearched. Additional gaps of research are identified and suggestions for future lines of research are provided.

Purpose The purpose of this paper is to examine the role that positive emotional experiences play in the generation of electronic word-of-mouth (eWOM) and the influence both variables have, together with customer satisfaction and brand reputation, on customer loyalty in the context of hospitality services. Design/methodology/approach An online survey has been conducted including customers of an important hotel chain in the holiday up-market segment. The study sample is composed of 878 customers from Germany and the UK. The model has been tested using partial least squares technique. Findings Results indicate that positive emotional experiences have a positive effect on satisfaction, eWOM generation and company reputation. This study identifies the provision of emotional experiences as a powerful generator of positive eWOM in the hospitality context and it states that customer satisfaction, in itself, does not guarantee positive eWOM generation. Practical implications Designing unique, tailor-made, memorable experiences can become a key element to increase loyalty and, particularly, to foster the generation of recommendations, that is positive eWOM, in the hotel industry. Originality/value The study makes a contribution on the antecedents of customer satisfaction, eWOM engagement and loyalty in the specific context of hotel services.

Abstract:The impacts of climate change are affecting ski tourism in Europe's southernmost ski resorts, such as those in France, and Spain. This is leading to changes in the scheduling of activities which, in turn, imply changes in how ski resorts are managed. The main aim of this work is to analyze whether ski resort websites are developing an effective marketing strategy and if they are adapted to e-commerce and the needs of contemporary society, including the adaptations needed to better face climate change and the stagnation the sector is suffering. In order to achieve this, we have developed a model to analyze ski resort websites; it is based on web content analysis, taking four factors into account: information, communication, e-commerce, and additional functions. We will, secondly, apply the eMICA (Extended Model of Internet Commerce Adoption) methodology to analyze the maturity of such e-commerce activities in ski tourism. Fifty-two ski resorts in Spain and 173 in France were analyzed. Results show that, while alpine ski resorts in general, and those in France in particular, are better prepared, resorts still have to facilitate more effective communication and interaction with their target public. A minority of resorts provide information on environmental certifications and snowmaking.

This study explores the potential contribution to economic and cultural sustainability of fostering wine tourism activity in a Mediterranean mature mass tourism destination like the Balearic Islands. A causal model was designed linking winery visitors’ satisfaction with both the local wines and the visit to the winery and future purchasing intentions as well as the interest in the destination cultural offer, global satisfaction with the trip, and image of the destination. Field research was carried out within the wineries where a questionnaire was administered personally to a sample of 200 winery visitors. The managers of the wineries were contacted previously to ensure their cooperation in the research. The statistical method used for the analysis of the exploratory causal model was the Partial Least Squares (PLS) regression. Results indicate that there is a great growth potential for wine tourism activity in the islands with important positive externalities on gastronomic tourism and the overall image of the Islands. Results show that wine tourism might boost the sales and exports of wine in the medium and long term. Finally, it can be concluded that there are important synergies between rural tourism, mass tourism, and wine tourism in the islands which are still not sufficiently optimized, and that greater support to wine tourism development could contribute not only to a more sustainable rural development but also to a more sustainable tourist activity overall within a more diversified economy.

Ibiza is world-famous for its nightclubs, parties (legal or not) and its nightlife. The status of 'party destination' Ibiza currently holds would be difficult to explain without if not for the surging boom in the 80s. This is when nightclubs such as Pacha, Playboy, Amnesia and Ku became tourist attractions of worldwide renown. Today, Ibiza is the international leader in the clubber tourism. Minimal research or studies have been carried out in order to verify the attitudes of the host community towards this form of leisure tourism. This is a complete contrast to the numerous studies carried out in other sectors, such as casinos. The aim of this paper is to analyse and segment the attitudes of the residents of Ibiza towards nightlife tourism through a quantitative study based on a large survey. Three clear groups are identified: Supporters (27%), Opposers (29%) and Mild Opposers (44%). Overall, results show, on one hand, a high recognition of the importance of clubs and nightlife on the economy and image of the island but, on the other hand, a resigned opposition to this kind of tourism: residents would prefer to prioritize other tourism activities. Just like the casinos, nightclubs are poorly assessed by residents because of some negative effects. Practical and managerial implications are also discussed as well as the convenience to carry out additional research on how to increase host community resilience to cope with nightclub tourism.

This study identifies the determinants of corporate social responsibility (CSR) application in the hotel industry of the Colombian Caribbean. A structured CSR questionnaire was applied to a sample of 224 hotels and multivariate statistical analysis was carried out with the support of the DYANE software. The findings suggest that the degree of CSR application is influenced by the size, age, category, type of contract, financial performance, and level of investment in innovation of the establishments; as well as by the sex, age, level of education, and degree of the directors’ autonomy in CSR-related decision-making and their motivations and perceived obstacles. This study on CSR is one of the first that has been applied in the hotel industry of the Colombian Caribbean and the results have important theoretical and practical implications to academia and the hospitality industry. Businessmen have valuable information to improve the levels of CSR in their companies and therefore contribute to a more responsible and sustainable tourism development in the Colombian Caribbean. Future research should include other variables like the type of corporate governance and the risk appetite of the decision-making body of the hotel and the social responsibility of all the stakeholders implicated in the destination.

The purpose of this paper is to examine the importance of exceeding the expectations of guests to generate greater satisfaction, in order to offer an unforgettable experience and generate more comments on the Web 2.0 in the context of tourism. Structural equation models were used. The data for the analysis were obtained from a sample of residents of the Maldonado-Punta del Este conurbation (Uruguay), who were asked about their last overnight stay. The proposed structural equation model was tested using the partial least square (PLS) technique. The results show that exceeding the expectations of guests is essential for the clients’ experience and very important for the satisfaction with the stay at the hotel. The generation of online comments (electronic word-of-mouth (eWOM)) is also strongly influenced by emotional experiences. Exceeding the expectations of trained clients and surprising them with new services and experiences is the essence of luxury offers. The main practical implication is that exceeding expectations is the key to eWOM, and this means that managers must be involved in a perpetual process of service innovation.

Until the beginning of the 20th century, Ibiza was rural, developmentally lagging, and separate from the modern world. These characteristics made it attractive as a refuge for European intellectuals and artists as soon as communications with the outside world began to develop. The first significant presence of artists occurred in the 1930s, just before the Spanish Civil War. After years of war and isolation, artists returned in a larger volume and variety than before. Other regions also had artistic and countercultural communities, but Ibiza decided to use them as an element of its tourist promotions, making the hippie movement a part of its culture and history and the most internationally known element. The objective of this paper is to expose the importance of art and artists, a direct inheritance of that time, in Ibizan promotion and tourism. The authorities and entrepreneurs of the island realized the media interest they received and the importance of this media impact on developing the tourism sector. The result was that they supported artistic avant-garde and various activities derived from the hippie movement to differentiate Ibiza and make it known in Spain and abroad, creating the myth of Ibiza as an island of freedom, harmony, and nightlife (the current image of the island).