The speed of change and performance risk: examining the impacts of IT spending in the US hotel industry

Hua, Nan; Zhang, Tingting; Jahromi, Melissa Farboudi; DeFranco, Agnes

doi:10.1108/jhtt-07-2020-0180

Cited by 2 publications

(1 citation statement)

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“…Loyalty programmes in the hospitality industry typically include several types of rewards, e.g., priority and reduced prices (Coros et al 2021;Sanchez-Casado et al 2019). The current view on the evaluation of the effectiveness of the functioning of loyalty programmes takes into account their effects only at the aggregate level, or compares individual benefits at a too-abstract level (as defined by Hua et al 2021;Lentz et al 2022, for the hospitality industry in the form of the rewards related to the product vs. rewards related to other elements) without taking into account the individual rewards within the complex loyalty programme. The analysis of rewards at such a level can lead to the neglect of negative effects on customers who are not members of the loyalty programme, because the focus is on evaluating the intensity of positive effects on members of the loyalty programme (Tittelbachova et al 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

Loyalty Programmes and Their Specifics in the Chinese Hospitality Industry—Qualitative Study

Gubíniová

Møller

Treľová

et al. 2023

Administrative Sciences

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Instead of aiming to achieve as many members as possible, it is important to focus on retaining customers, which is achieved with the support of loyalty programmes. As the tourism and hospital industries have become the fastest growing sectors in the world, hotels have realised the potential to focus on their loyal customers. A qualitative approach was adopted to explore the attractiveness of loyalty programmes to Chinese consumers and the challenges of such programmes in the hospitality industry. The aim of this paper is to identify which aspects of a loyalty programme in the hospitality industry are perceived as attractive to Chinese customers. This qualitative research highlights the perspective of industry leaders such as general managers and executives working in the club lounges of five-star hotels in Suzhou as well as loyalty programme consultants with a focus on China. The qualitative research findings are aimed at supporting hotels in China and loyalty programmes with a focus on Chinese consumers in the hospitality industry in order to receive more knowledge and to explore new strategies on how to retain and satisfy Chinese programme members.

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