Global trends in hospitality

Aksoy, Lerzan; Choi, Sunmee; Doğru, Tarik; Keiningham, Timothy L.; Lorenz, Melanie P.; Rubin, Dan; Tracey, J. Bruce

doi:10.1016/j.jbusres.2021.12.068

Cited by 11 publications

(10 citation statements)

References 18 publications

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“…The progress in the digitalization offers potential solutions to the existing problems that the industry faces in creating a streamlined and accountable hospitality value chain for all stakeholders. In particular, the development in AI, big data, ML, blockchain technology and, most recently, Web 3, which is considered to be the next generation of the internet, could play a significant role in reshaping the hospitality industry infrastructure (Aksoy et al, 2022) and improving the value chain for hospitality stakeholders. However, from a theoretical perspective, the A critical reflection on digitalization literature is still emerging.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…The progress in digitalization enables business model innovations offering potential solutions to the existing problems that the industry faces in creating a streamlined and accountable HT value chain for all stakeholders. Recent advancements in AI, ML and blockchain technology could play a significant role in reshaping the HT industry infrastructure (Aksoy et al , 2022) and improving the value chain for HT stakeholders. While these technologies have been positively recognized in the industry, the widespread applications and adoption of these technologies are still lacking.…”

Section: Introductionmentioning

confidence: 99%

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A critical reflection on digitalization for the hospitality and tourism industry: value implications for stakeholders

Özdemir

Doğru

Kizildag

et al. 2023

IJCHM

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Purpose This study aims to critically review the emerging technological developments and digitalization efforts in the hospitality and tourism (HT) industry and discuss the implications of digitalization on various stakeholders (e.g. consumers, employees, companies and operators) with reference to value creation. Design/methodology/approach This paper is a conceptual, critical reflection paper. Thus, the study reflects the authors’ assessment and reflection of the current digitalization efforts in the HT industry with a particular interest in value creation. Findings The study suggests that digitalization is still in its infancy state in terms of adoption and value creation in the HT industry. Yet, there are various opportunities for all stakeholders to benefit from existing and emerging digitalization applications. Practical implications This study can be used by industry professionals and scholarly researchers as a reflection of past and current digitalization efforts in the HT industry. Moreover, the study offers directions regarding the future digitalization movement in the HT industry and how such a movement might create important value propositions for various stakeholders. Originality/value The study is uniquely positioned as a critical reflection paper on the digitalization effort of the HT industry and offers new practical insights regarding how digitalization could create value for industry stakeholders as it finds more application areas. In this regard, it differs from prior review studies that focused solely on the use of new and emerging technologies in HT operations.

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Section: Theoretical Implicationsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

A critical reflection on digitalization for the hospitality and tourism industry: value implications for stakeholders

Özdemir

Doğru

Kizildag

et al. 2023

IJCHM

Self Cite

View full text Add to dashboard Cite

show abstract

“…However, most of previous research focused on the restoration of consumer trust after service failure and neglected how the establishment of consumers' anticipated trust affects consumers' reactions to brands after service failure (La and Choi, 2012). In recent years, practitioners in the hospitality industry have identified branding as a priority for future development, but its importance has been underrecognized by researchers (Aksoy et al. , 2022), hence the need to further explore the impact of postservice failure on branding.…”

Section: Literature Reviewmentioning

confidence: 99%

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Cui,

Zhang,

Zhong

2023

JSTP

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PurposeThis research aims to investigate the influence of consumers' anticipated trust in service providers on brand switching intention and its underlying psychological mechanism. More importantly, this study explores the moderating role of type of service providers (human staff/humanoid robots/nonhumanoid robots).Design/methodology/approachThis study adopted two single-factor between-subjects experimental designs and tested the hypotheses in two typical service failure scenarios: Study 1, a hotel scenario (N = 403); and Study 2, a restaurant scenario (N = 323).FindingsThe results suggest that there is an inverted U-shaped relationship between consumers' anticipated trust and tolerance of service failure and that such tolerance has a mediating effect on the relationship between anticipated trust and brand switching intention. Moreover, when service failure is caused by a humanoid service robot, a moderate anticipated trust level of consumers is most conducive to increasing tolerance, which in turn reduces their propensity to switch brands.Originality/valueThis study examines the nature of the relationship between anticipated trust and tolerance in a service failure context, revealing an inverted U-shaped relationship. More importantly, the boundary conditions under which different service provides have an influence on this relationship are incorporated. Finally, this study explores the influence of service failure tolerance on brand switching intentions in a technological context, enriching consumer–brand relationship research.

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“…, 2022; Nuryakin and Maryati, 2022; Rajagopal, 2019; Telkonet, 2023). The global hospitality sector, which includes SMEs such as boarding and lodging facilities, pubs, casinos, cruise ships, travel agencies, and tour operators, was responsible for almost $4.5 trillion in consumer spending in 2020 (Aksoy et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

“…At the same time, the demand for green technology has unravelled the technology implementation challenges for SMEs (Fahad et al, 2022;Nuryakin and Maryati, 2022;Rajagopal, 2019;Telkonet, 2023). The global hospitality sector, which includes SMEs such as boarding and lodging facilities, pubs, casinos, cruise ships, travel agencies, and tour operators, was responsible for almost $4.5 trillion in consumer spending in 2020 (Aksoy et al, 2022). The need to adopt green business standards in the H&T sector (Mzembe et al, 2018;Wu et al, 2021) influenced the direction of this study.…”

mentioning

confidence: 99%

Green marketing strategy, technology implementation and corporate performance: the role of green creative behaviour and institutional isomorphism

Nyamekye,

Martey,

Agbemabiese

et al. 2024

JCMARS

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PurposeThis paper aimed to test a proposed framework highlighting strategic green marketing initiatives and how they drive new technology implementation towards green corporate performance, underpinned by institutional isomorphism.Design/methodology/approachThe study used a quantitative method and convenience sampling approach in gathering data using adapted questionnaires to solicit first-hand information from 225 employees of small and medium-sized enterprises (SMEs) in the tourism and hospitality sector underpinned by the theory of institutional isomorphism.FindingsThe study shows that green communication and green strategy alignment have significant predictive effects on new technology implementation. Cultural isomorphism significantly moderated the effects of implementing new technology (i.e. green communication and strategy alignment). In addition, “new technology implementation had a significant predictive effect on green corporate performance”. Meanwhile, the moderation effect of “green creative behaviour on the new technology-green corporate performance dyad was positive but insignificant.”Originality/valueThe study’s novel framework confirms how green communication strategy and green strategy alignment complement cultural isomorphism to explain the impact of new technology implementation on green corporate performance, underpinned by institutional isomorphism.

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Global trends in hospitality

Cited by 11 publications

References 18 publications

A critical reflection on digitalization for the hospitality and tourism industry: value implications for stakeholders

A critical reflection on digitalization for the hospitality and tourism industry: value implications for stakeholders

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Green marketing strategy, technology implementation and corporate performance: the role of green creative behaviour and institutional isomorphism

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