Journal of Hospitality and Tourism Technology

Paulo, Maria Madalena; Rita, Paulo; Oliveira, Tiago; Moro, Sérgio

2018 Journal of Hospitality and Tourism Technology

doi: 10.1108/jhtt-01-2017-0006

The purpose of this paper is to further our knowledge of what influences users to adopt mobile augmented reality in tourism (MART). A conceptual model is proposed, combining the extension of Unified Theory of Acceptance and Usage of Technology (UTAUT2) with task technology fit (TTF), to explain behavioural intention and user behaviour of MART adopters.Design/methodology/approachA questionnaire was completed by a sample of 335 respondents in Portugal. Both UTAUT2 and TTF were combined into a new model from which several hypotheses were drawn based upon the literature.FindingsThe results have shown that the model explains 72 per cent of the variance in behaviour intention to use MART and 45 per cent of the variance in user behaviour.Originality/valueMART is becoming increasingly known to travellers as it provides the user diverse and useful information with a real relationship with the world. By studying behaviour and what influences consumers to use MART, this study aims to advance the research into new technologies in tourism.

Zhang, Tingting; Bilgihan, Anil; Kandampully, Jay; Lu, Can

2018 Journal of Hospitality and Tourism Technology

doi: 10.1108/jhtt-04-2017-0032

Companies increasingly rely on online communities for social customer support, to develop and nurture relationships with customers, and to generate product and service development ideas. As yet, few studies have established the relationship between online communities and branding strategies. Therefore, the impact of online communities on branding requires investigation. The purpose of this paper is to examine the factors that influence brand relationships developed through online communities.Design/methodology/approachA theoretical model was developed based on marketing literature and tested using structural equation modeling with a sample size of 253 respondents.FindingsFindings present the underlying reasons why and how online communities build stronger brand relationships with consumers. Online communities have been found to cultivate consumers’ sense of collectiveness with shared values conveyed through brand engagement; enhance consumers’ trust, leading to the establishment of a trustworthy image of the brand; and increase enjoyment and enrich consumers’ experience with the brand through participation and engagement.Originality/valueThis study provides insights to understand the direct relationship between online communities and brand performance. The findings of the study provide practical implications for brand relationship management and online community design.研究目的公司越来越依靠网上社区来提供社交式的消费者服务支持, 以建立和巩固与消费者的关系, 并且以获得产品、服务研发的新想法。至今为止, 很少的著作致力于研究网上社区与品牌战略的关系。因此, 网上社区对于品牌扩展的影响作用值得研究。本论文的研究目的即是研究通过网上社区建立起来的消费者品牌关系的诸多因素。.研究设计/方法/途径本论文的理论模型是以营销理论为基础而建立的。本论文采用结构方程模型, 253份样本数据, 来验证建立的理论模型。.研究结果各种通过网上社区建立更强消费者品牌关系的因素得以分析和整理。网上社区能够通过使消费者与品牌更贴近的各种活动, 以培养消费者对于品牌的认知和集体意识, 从而使消费者与品牌有一致的价值认知。此外, 网上社区还能增强消费者对于品牌的信任, 增强了消费者与品牌互动过程的愉悦感和体验感。.研究原创性/价值本论文对于网上社区和品牌表现之间的直接关系进行梳理和研究。其研究结果对于品牌关系管理和网上社区设计等方面有着很深的实际启示作用。.

Lee, Seonjeong Ally

2018 Journal of Hospitality and Tourism Technology

doi: 10.1108/jhtt-08-2017-0066

This paper aims to explore how customer engagement behaviors and brand loyalty are enhanced through customers’ preferences of m-servicescape, based on the S-O-R model as a theoretical background.Design/methodology/approachA cross-sectional, online, self-administered survey method was conducted to examine proposed relationships by recruiting previous users of hotel mobile apps in the USA.FindingsResults identified aesthetics, functionality and symbolism preferences of the m-servicescape fulfilled customers’ evaluations on autonomy and relatedness needs fulfillment, which positively influenced their engagement behaviors and brand loyalty.Research/limitations/implicationsThis study contributed to mobile marketing research by investigating customers’ preferences of m-servicescapes that enhanced customers’ positive responses in the hotel industry.Practical implicationsPractical implications are as follows: using a holistic approach to explore mobile service environments in fulfilling customers’ needs, enhanced customers’ engagement behaviors and brand loyalty.Originality/valueThis study proposed and empirically investigated the role of m-servicescapes in customers’ evaluations on needs fulfillment and their positive responses in the hotel industry.

Lin, Yu-Hsien; Chen, Hsin-Chung

2018 Journal of Hospitality and Tourism Technology

doi: 10.1108/jhtt-02-2017-0014

The purpose of this study is to examine the influences of green entrepreneurial orientation (GEO) and green relationship quality (GRQ) on green service innovation (GSI).Design/methodology/approachThe authors mailed 1,898 questionnaires to the sampled companies. Ultimately, 207 companies participated in the authors’ study. This resulted in a valid sample of 542 hotel managers.FindingsThe research results indicate that GEO improves GRQ and GSI. Furthermore, GRQ positively affects GSI and mediates the relationship between GEO and GSI.Research limitations/implicationsThe authors’ study enhances the quality of nature and highlights the mediation role of GRQ.Practical implicationsFirms can create and establish GRQ to enhance their GSI.Social implicationsThe authors’ study shows that environmentally friendly firms can enhance natural locations and conditions of natural resources.Originality/valueThis study aims to develop a context-specific model of GEO for hospitality managers.研究目的本论文旨在研究绿色创业倾向和绿色关系质量对于绿色服务创新的影响。研究设计/方法/途径本论文采用邮寄问卷采样形式, 向采样公司共寄出1898份问卷。最终, 207家公司参与本研究项目。有效样本数量为542份来自酒店经理人的问卷。研究结果绿色创业倾向对于绿色关系质量和绿色服务创新有着促进作用。此外, 绿色关系质量积极地影响绿色服务创新, 并且对于绿色创业倾向和绿色服务创新有着中间变量的作用。研究理论限制/意义本论文对提高自然质量有着促进作用, 并且着重说明了绿色关系质量的中间调解作用。研究实践意义公司能够通过创造和建立绿色关系质量的手段来提高他们的绿色服务创新。研究原创性/价值本论文以特定背景为基础, 建立了一个针对酒店经理人的绿色创业倾向的模型.

Bilro, Ricardo Godinho; Loureiro, Sandra Maria Correira; Ali, Faizan

2018 Journal of Hospitality and Tourism Technology

doi: 10.1108/jhtt-12-2017-0136

This study aims to examine the relationships between stimuli of website experience (information/content, interactive features and design–visual appeal) and online engagement (cognitive processing, affection and activation) with consumer-generated media and brand advocacy. Furthermore, this study examines if online engagement mediates the relationships between website stimuli of experience dimensions and brand advocacy.Design/methodology/approachA total of 183 valid online questionnaires were collected, from members of an online forum related to travel and leisure, to empirically test the measurement and structural model using partial least square path modeling. The study sample includes consumers who search for, select and book hotel rooms via Booking.com.FindingsThe findings confirm that information/content and design–visual appeal have a significant impact on all three dimensions of online engagement whereas interactive features of a website have significant impact on affection and activation. Furthermore, results suggest that affection and activation predict brand advocacy and engagement mediates the effect of stimuli of experience on brand advocacy.Originality/valueThis is the first attempt to explain the relationships between website stimuli of experience (information/content, interactive features and design–visual appeal), online engagement (cognitive processing, affection and activation) and brand advocacy. Altogether, these variables are not well studied and understood in current literature despite having important implications for managers, academicians and consumers alike.

Chen, Hsiangting Shatina; Fiscus, Joseph

2018 Journal of Hospitality and Tourism Technology

doi: 10.1108/jhtt-07-2017-0044

The purpose of this conceptual paper is to underline several issues related to cybersecurity in the hospitality industry; address the importance of evaluating cyber risks, vulnerabilities and capabilities; and provide suggestions for hospitality operators to minimize the damage that cyberattacks could cause. Future research addressing cyber threats is a call to action.Design/methodology/approachTo understand the occurrence and the impact of information security, the researchers reviewed the previous research regarding information security and used the database from Privacy Rights Clearinghouse and collected 76 information security incidents in the US hospitality industry since 2006.FindingThe increasing frequency of data breach incidents from 2006 to 2017 indicates that the issue of cybercrimes has become more critical in the hospitality industry.Originality/valueThis conceptual paper sheds light on the issues of cybersecurity in risk assessment and heightens the necessity of discussing data breach issues in future hospitality research.