Transformation of Consumer Expectations for Well-Being in Hospitality: A Systems Framework

Abstract

Systemic shifts in consumer preferences and expectations are not new, and can often be accelerated by major environmental events. Early evidence suggests that the events of 2020 to 2021 may have created that acceleration to fundamentally alter future consumer preferences. In this study, we argue that consumer expectations are on the path to being essentially transformed. If so, such transformations will require a renewed focus on consumer preferences in the context of an ecosystem comprised of the macro-, meso-, and micro-level factors impacting these changes. Changing consumer expectations will also need to be articulated and incorporated more comprehensively to include physical, mental, and social wellbeing. In this study, we argue that consumer behavior research will need to incorporate these fundamental shifts in factors impacting consumer preferences. We present a conceptual framework that incorporates the changing landscape of factors influencing this transformation along with suggestions for future research, and theoretical and practical implications.

Travelers’ Psychological Ownership: A Systematic Review and Future Research Agenda

“…This framework not only explored the mechanisms underpinning travelers' psychological ownership but also provided conclusions vis-a`-vis a synthesis of the findings and a discussion that identified knowledge gaps and suggestions for future research avenues. Moreover, given the popularity of the sharing economy (Balaji et al, 2022), the increasing attention given to travelers' mental wellbeing (L. Zhang et al, 2022), and the penetration of digital technology into travelers' behavior (Jeong & Shin, 2020), corresponding propositions were posited to advance research on this topic. We also considered travelers' psychological ownership toward digital travel targets, as COVID-19 largely disrupted the landscape of tourism and accelerated development of digital travel products.…”

A buzzword, a phase or the next chapter for the Internet? The status and possibilities of the metaverse for tourism

“…While maximizing utility has been the tenet of the traditional view of consumer behavior (Jehle and Reny, 2011), such maximizing behaviors may actually lower subjective well-being through triggering negative emotions such as regret and disappointment (Peng et al, 2018). In recognition of this, Zhang et al (2022) highlighted the significance of non-maximizing behavior, which increases consumers' subjective, psychosocial and financial well-being. Nevertheless, how this shifting preference toward deconsumption will align with the widely expected exclusiveness of hospitality consumption experiences has not been fully explored (Zhang et al, 2022).…”

“…In recognition of this, Zhang et al (2022) highlighted the significance of non-maximizing behavior, which increases consumers' subjective, psychosocial and financial well-being. Nevertheless, how this shifting preference toward deconsumption will align with the widely expected exclusiveness of hospitality consumption experiences has not been fully explored (Zhang et al, 2022). In addition, the post-COVID-19 environment appears to embody diverse factors promoting employee well-being and worklife balance, like the changing composition of work, higher demand for flexible work modality and unemployment (Irawanto et al, 2021).…”

“…Following the approach of Zhang et al (2022), after the concepts have been explained and the literature has been reviewed, they were integrated to better understand the phenomenon and to develop a framework that interconnects them. Inferences were then drawn for future research (Elkins and Keller, 2003).…”

Editorial: 2021 ICHRIE Research Marathon

“…The first article in this special issue, titled "Transformation of Consumer Expectations for Well-Being in Hospitality: A Systems Framework," was contributed by Zhang et al (2022). They acknowledge that the events of 2020 to 2021 may have created an acceleration to fundamentally alter future consumer preferences.…”