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Müller, Tobias; Schuberth, Florian; Henseler, Jörg
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0106
As technology in tourism and hospitality (TTH) develops technical artifacts according to visitors’ demands, it must deal with both behavioral and design constructs in the context of structural equation modeling (SEM). While behavioral constructs are typically modeled as common factors, the study at hand introduces the composite into TTH to model artifacts. To deal with both kinds of constructs, this paper aims to exploit partial least squares path modeling (PLS-PM) as a confirmatory approach to estimate models containing common factors and composites.Design/methodology/approachThe study at hand presents PLS-PM in its current form, i.e. as a full-fledged approach for confirmatory purposes. By introducing the composite to model artifacts, TTH scholars can use PLS-PM to answer research questions of the type “Is artifact xyz useful?”, contributing to a further understanding of TTH. To demonstrate the composite model, an empirical example is used.FindingsPLS-PM is a promising approach when the model contains both common factors and composites. By applying the test for overall model fit, empirical evidence can be obtained for latent variables and artifacts. In doing so, researchers can statistically test whether a developed artifact is useful.Originality/valueTo the best of the authors’ knowledge, this is the first study to discuss the practical application of composite and common factor models in TTH research. Besides introducing the composite to model artifacts, the study at hand also guides scholars in the assessment of PLS-PM results.
Rosenbusch, Jana; Ismail, Ida Rosnita; Ringle, Christian Marc
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-10-2017-0107
Grounded on substantial theories and service concept models, this paper aims at proposing a novel patient satisfaction index (PSI) model. This model allows for identifying the key sources of patient satisfaction and for comparing performance results across hospitals competing on the national and international health-care market. The PSI is also an important benchmark instrument for medical tourism.Design/methodology/approachThe PSI model was initially tested in hospitals in a developed country (the German hospital market). A total of 1,281 complete patient responses were analyzed by means of partial least squares structural equation modeling (PLS-SEM).FindingsThis model’s sources of competitive advantage – doctors’ and nurses’ interaction quality, environmental quality and outcome quality – mostly explain patient satisfaction, which is the key target construct. The results also reveal that the doctors’ and nurses’ interaction quality is the most salient driver of patient satisfaction.Practical implicationsThe proposed PSI model can be generally applied to facilitate the comparison of hospitals on a regional, national and even an international level. In addition, the PSI model helps health-care management facilities prioritize their service components’ improvement (e.g. to attract more medical tourists).Originality/valueMedical tourists are confronted with a variety of health destinations and may find it difficult to choose an appropriate region and health-care provider. This study contributes to medical tourism research by developing a general patient satisfaction index model for medical tourists.
Ruiz-Molina, Maria-Eugenia; Servera-Francés, David; Arteaga-Moreno, Francisco; Gil-Saura, Irene
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-08-2017-0070
The purpose of this paper is, first, to review the main conceptual proposals for the study of information and communication technologies (ICT) in tourism companies, and second, to develop and validate a formative scale for measuring the degree of technological advancement in hotels, based on the perceptions of a sample of Spanish hotel guests.Design/methodology/approachAfter a literature review on the measurement of technology advancement in tourism, a formative scale for ICT advancement in hotels from the guest perspective is developed and validated through a multiple-indicator, multiple-cause model estimated through partial least squares regression with data from 197 Spanish hotel guests.FindingsResults of the empirical research allow validating the proposed formative scale for measuring technological advancement in hotels, identifying solutions that hotel guests mainly associate with highly technified establishments.Research limitations/implicationsThe proposed and validated formative scale for measuring the degree of technological advancement of hotels is expected to enable the proposal of models where the relations between central variables in consumer behaviour research (e.g. value) and their dependent variables (e.g. satisfaction) may be influenced by guests’ perception of hotel technology.Originality/valueThis paper presents an initial attempt to develop a scale for measuring the degree of technological advancement of tourism companies, a topic that has received scant attention in acad`emic research in spite of the importance of technology in this industry.
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0092
This paper aims to discuss the estimation of PLS models with second-order formative constructs as existing research has mainly focused on second-order constructs with a reflective measurement.Design/methodology/approachUsing a model grounded on Roger’s innovation diffusion theory applied to online travel shopping, an empirical application is used to assess and compare the different approaches used to estimate a formative second-order construct. The proposed model examines the innovations characteristics that have an impact on intentions to purchase travel online, using data from a convenience sample of 1,732 responses.FindingsThe findings show that all approaches produce similar results regarding the path coefficients, the predictive relevance of the model and the explained variance. The main differences between the approaches are related to the weights of the first-order constructs on the second-order construct and the significance of those weights. Several recommendations are made for researchers on which approach to use.Originality/valueSince most research has focused on second-order constructs with a reflective measurement and there is limited research with formative second-order constructs, this paper provides a comparison of the different approaches typically used to estimate a formative second-order construct and present useful guidelines for researchers to decide the method to analyse a model with second-order constructs and how to assess formative second-order constructs.
Rivera, Manuel Antonio; Murphy, Kevin S.; Khalilzadeh, Jalayer
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-10-2017-0114
This paper aims to investigate hospitality study abroad experiences as an educational service in which the experience encompasses services that combine tangible and intangible actions that require students to move from the classroom to a practical setting. It empirically investigates the relationship between students’ study abroad, perceived value and perceived sacrifice (monetary and non-monetary) with their overall satisfaction and internationalization intentions.Design/methodology/approachA total of 57 students who had completed an international externship experience were contacted and invited to complete an online survey. The online survey gauged the student’s perception of their externship experience, the overall satisfaction and the internationalization intentions. The instrument also gathered demographic information about the participants. The proposed model was estimated by using partial least squares (PLS) path modeling.FindingsThe results indicate that PLS can be used to assess the theory of consumption value for study abroad experiential learning. The results of the hypotheses testing indicate that the value students get and give is a suitable and significant predictor of satisfaction and internationalization. However, students’ satisfaction with their study abroad internship does not predict future internationalization intentions.Originality/valueThis study sheds light on hospitality students’ perceived value, satisfaction and internationalization intentions when they complete a study abroad internship program. The results indicate that the value students get and give is an appropriate and important predictor of satisfaction and attitude toward international education.
Kumar, Deepak S.; Purani, Keyoor
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0105
Prior research in tourism and hospitality domain calls for closer attention to model specification when using partial least square-structural equation modeling (PLS-SEM), including the choice of software and algorithm for PLS model estimation. This paper aims to illustrate the significance of choosing appropriate algorithms for testing the nature of relationships by comparing findings using two different PLS-SEM software packages.Design/methodology/approachUsing a field experiment, relationships between visual servicescape aesthetics and affective responses are conceptualized based on literature in environmental psychology and marketing domains. With photographic surrogates as stimuli in two different hospitality service contexts – spa and upscale restaurant – data are collected from 350 respondents.FindingsBy comparing results of SmartPLS 3.2 and WarpPLS 5.0 software and theoretical understanding from environmental psychology literature, it is illustrated that the results and their interpretations may not be in line with theory if model specifications are not correctly implemented and are not addressed through usage of software with a relevant algorithm to test them.Originality/valueThe study highlights the implications for model specification issues such as type of variables and nature of relationships that tourism and hospitality researchers often face and also how use of appropriate algorithms can overcome limitations of model testing for complex models and provide empirical rigor to support theory.
Sie, Lintje; Phelan, Kelly Virginia; Pegg, Shane
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0098
The purpose of this study is to assess the relationships between older travelers’ self-determined motivations, memorable travel experiences and overall satisfaction with educational holidays. This study also examined the mediating effects of memorable travel experiences on the relationships between motivations and overall satisfaction.Design/methodology/approachAn integrative model using a pre-post travel approach was used as the framework for this study. A total of 361 valid pre- and post-travel surveys were gathered from Australians 50 years or older who participated in educational tour packages.FindingsResults found “personal development” and “learning” dimensions of intrinsic self-determined motivations were the main decision making factors for older adults to engage in educational tourism. “Learning” was the main driver to influence memorable experiences and overall satisfaction. Findings also revealed “local culture” and “excitement” dimensions of memorable experiences were found to influence their overall satisfaction with the trip. These two dimensions were found to be significant factors that partially mediated the relationship between intrinsic motivation (“learning”) and overall satisfaction.Originality/valueThis study contributed to developing a theoretical framework that assessed antecedents and outcomes of older adults’ motivations and travel-related behaviors.
Carranza, Rocío; Díaz, Estrella; Martín-Consuegra, David
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0104
The purpose of this study is to verify the existence of loyalty among fast-food customers and its dependence on fast-food service quality, comprising service quality, food quality and store atmosphere. This study also examines the direct and mediating role of constructs such as satisfaction and trust in creating loyalty in fast-food restaurants (FFRs).Design/methodology/approachA sample of 456 fast-food customers was collected using a structured questionnaire. This paper uses partial least squares path modeling to test and validate the study’s research model and hypotheses.FindingsThe results suggest that fast-food service quality has a positive influence on satisfaction, trust and loyalty among fast-food customers. The findings also reveal a mediating effect of trust (partial mediation), increasing the effect of satisfaction on loyalty.Practical implicationsThis study reinforces the importance of considering the attributes that influence customer loyalty. Specifically, food quality is considered key to increasing loyalty among FFR customers.Originality/valueThis study proposes an integrated model influenced by three factors that contribute to fast-food service quality (i.e. food quality, service quality, atmosphere) along with classical variables used in the marketing literature (i.e. satisfaction, trust) in the creation of FFR loyalty. This study also follows modern procedures in PLS-SEM by challenging conventional methods.
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0088
The purpose of this paper is to propose and test an extended theory of planned behavior model (TPB) to explain how following destination Facebook pages impacts travelers’ visit intention.Design/methodology/approachThe study asked 252 participants to follow a destination’s Facebook page for three months before they completed the survey. An integrative model combining theory of planned behavior, social influence theory and attitude toward the ad was proposed. Partial least squares structural equation model (PLS-SEM) was used in testing the proposed model.FindingsThe findings indicated that the three social influences (compliance, identification and internalization) all significantly impacted visit intention both directly and mediated by subjective norm. Facebook page experience also significantly influenced visit intention mediated by perceived behavioral control. However, both attitude toward the destination and attitude toward messages were not significantly associated with visit intention.Practical implicationsThe findings of this study revealed important practical implications for destination marketing organizations (DMOs) to leverage Facebook marketing. Specifically, DMOs should pay extra attention to the social influence of Facebook pages, especially identification, and also use Facebook pages to reduce perceived behavioral control of potential visitors.Originality/valueThis study was one of the first attempts to explore the factors influencing visit intention of destination Facebook fans based on an extended TPB model. The study also contributed to the literature of using PLS-SEM in predicting behavioral intention through a reflective-formative higher-order model.
Halpenny, Elizabeth; Kono, Shintaro; Moghimehfar, Farhad
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-10-2017-0109
World Heritage sites (WHS) can play an important role in promoting visitation to emerging and remote destinations. Guided by the theory of planned behaviour (TPB), this study aims to investigate factors that predict intentions to visit WHS.Design/methodology/approachSurvey questionnaires were used to collect data from visitors (n = 519) to four Western North American WHS. Partial least squares structural equation modelling (PLS-SEM) was used to identify three reflective models (attitude toward visiting World Heritage, perceived behavioural control and intention to visit WHS in the future), three formative models (attitude toward World Heritage designation, social influence (subjective norms) to visit World Heritage and World Heritage tourism brand equity) and a structural model.FindingsWorld Heritage tourism brand equity and social influence were strong positive predictors of intentions to visit WHS in the future. Attitudes towards World Heritage designation, followed by World Heritage travel attitudes and perceived behavioural control, were progressively weaker, yet positive predictors. However, the latter two concepts’ impact was negligible.Originality/valueThis study addresses four deficiencies in tourism studies: TPB studies have failed to find consistent predictors of intentions to visit destinations; very few studies have attempted to verify the factors that predict visitation to WHS, despite the opportunities and costs that can arise from WHS-related tourism; few studies of tourists’ perceptions of World Heritage and related WHS travel intentions have been conducted in North America; and PLS-SEM was used to perform statistical methods not commonly used in tourism studies including formative models, importance-performance mapping and confirmatory tetrad analysis.
García-Fernández, Jerónimo; Martelo-Landroguez, Silvia; Vélez-Colon, Luisa; Cepeda-Carrión, Gabriel
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0100
This study aims to analyze the impact and predictive capacity of organizational culture on both customer loyalty and organizational performance in health clubs using data from managers and customers of health clubs in Spain.Design/methodology/approachA total of 101 managers were asked to measure organizational culture and organizational performance and 2,931 customers were asked to indicate their customer loyalty. The proposed hypotheses were tested and their predictability assessed through PLS-SEM. A composite concept was adopted to analyze the relationships between the different constructs and their indicators.FindingsThe findings suggest that organizational culture has a positive relationship with both customer loyalty and organizational performance. The four main dimensions of organizational culture that influence this relationship are, in order of significance, organizational presence, formalization, atmosphere and service-equipment. The authors’ model has a very good predictive power for both dependent variables.Originality/valueCustomer loyalty is an aspect of health clubs that can be improved. This study highlights the importance of creating a strong organizational culture in health clubs, as it enhances and predicts customer loyalty and organizational performance. Its predictability has already been tested with samples of managers and customers, with the analysis being performed from the perspective of the organization’s management and customer perceptions. This study also contributes to the field of sport management, using a predictive PLS-SEM technique.
Lado-Sestayo, Rubén; Vivel-Búa, Milagros
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-10-2017-0118
The purpose of this paper is to analyse the determinants of hotel profitability through the application of a least squares path modelling (PLS) and to deepen the study of their heterogeneity through clustering techniques.Design/methodology/approachAn eclectic model that incorporates the dimensions identified as determinants of profitability in the previous literature is estimated by means of PLS. Subsequently, in a second stage the hotels are classified using clustering techniques to study which combination of hotel characteristics, location, competitive environment and tourist destination achieve higher profitability.FindingsThe results show that hotel characteristics, hotel location, competitive environments and tourist destination factors impact on the hotel performance. Also, the results highlight that the eclectic model proposed have to be further developed in future studies, incorporating more theoretical constructs and variables.Research limitations/implicationsThe results contribute to identify and quantify the determinants of profitability in the hotel sector and which combination of them achieve higher profitability. Moreover, this paper provides new evidence to support an eclectic theory of profitability determinants in the hotel sector. Consequently, this paper claims the need of a deeper integration of different areas of expertise to analyse hotel profitability.Originality/valueThis research is the first empirical evidence that proposes an eclectic model and uses clustering techniques in the study of profitability differences considering simultaneously hotel characteristics and its location. The variables used allow to measure different aspects of the attributes of the hotel and its location.
Abu Farha, Allam K.; Al-Kwifi, Osama Sam; Ahmed, Zafar U.
2018 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0099
This paper aims to investigate the interplay between managerial assumptions and institutional corporate social responsibility, and determines how such fit affects performance.Design/methodology/approachThe authors developed and tested a model using survey methodology. The authors’ data from 210 hotels located in Qatar and the UAE were analysed using the partial least squares (PLS) approach.FindingsThe results reveal that firms with entrepreneurial, political and professional frame of reference (FoR) engage in institutional corporate social responsibility (CSR) practices. In addition, the entrepreneurial and professional FoR enhances the institutional CSR – organisational performance link.Research limitations/implicationsThe findings will help managers to determine the effect of their FoR on their adoption of institutional CSR, thereby increasing the effectiveness and efficiency of their CSR strategy. As the study is exploratory in nature, several limitations have been highlighted and discussed.Originality/valueTo the authors’ knowledge, this is one of the few papers that inspect the relationship between managerial assumptions and institutional CSR and establishes their effect on performance.