Kitsios, Fotis; Kamariotou, Maria
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-02-2019-0041
The purpose of this paper is to review the dominant role which technology plays in the new service development (NSD) process and indicate the critical success factors that managers should have in mind during the implementation of service projects, as well as the extent to which NSD lead to technological investments.Design/methodology/approachStudies were identified using a three-phased literature review methodology, which was suggested by Webster and Watson (2002). A total of 144 papers have been categorized and analyzed based on their content.FindingsThe findings of this paper indicate that information technology (IT) is a critical factor for the success of new services, but managers ignore its benefits. It could be used during the development process, to support managers to produce innovative services.Practical implicationsThis study provides practical implications for IT managers, to increase the success rate of service innovation. The understanding of the effect of technology on firm performance can help managers to use technology to increase firms’ performance and provide an opportunity for organizations to benchmark their own processes of service innovation technology with their competitors.Originality/valueThis paper may be of interest to academics who are already studying service innovation or NSD-related scientific areas or researchers who have been introduced to the field but they are interested in examining more specific insights into where current research topics in this literature can be located and how they may contribute to them.
Lee, Minwoo; Ahn, Jiseon; Shin, Minjung; Kwon, Wooseok; Back, Ki-Joon
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-01-2019-0013
This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service with service innovation.Design/methodology/approachThis study examines the existing body of knowledge from leading hospitality, tourism and business journals by performing content analysis.FindingsThis study reveals the multifaceted aspects of service innovation practices using emerging technologies. Findings provide an evidence base to future studies by highlighting the role of technology in hospitality and tourism service innovation.Originality/valueThe major contribution of this study is the demonstration of an approach for both academic researchers and service providers how they can use the technology to improve customers’ perceived value, experience and engagement.
Ozturkoglu, Yücel; Sari, Ferika Ozer; Saygili, Ebru
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-02-2019-0022
The purpose of this study is to determine the dimensions for “sustainability-oriented hospitality service innovation (SOHSI)” in the context of food and beverage (F&B) industry. For this to be done, the relationship between service innovation dimensions and the triple bottom line (TBL) dimensions (including social, environmental and economic aspects of sustainability) is investigated.Design/methodology/approachIn this study, primarily a detailed literature review was carried out to specify the dimensions of service innovation in hospitality industry and sustainability as well. Then, fuzzy decision-making trial and evaluation laboratory (DEMATEL), one of the multi-criteria decision-making (MCDM) methods, was used to reveal the causal relationship within these dimensions.FindingsA framework is presented to help F&B organizations make their innovative services more sustainable. F&B servicing companies should focus especially on “environmental entrepreneurship,” “interior design” and “brand management” dimensions to get benefit underway to gain competitive advantage.Originality/valueIn hospitality industry where competition is increasing every day, it is necessary to create brand-new services or offer renowned services via diversified ways, to step forward from competitors. In this regard, it is important for companies to ensure that every innovative service should be sustainable. Until now, researchers have mostly studied environmental dimension of sustainable service innovation. However, there are no studies evaluating sustainability concept with the TBL approach. Therefore, this study contributes to the field of sustainability in hospitality service innovation.
Capriello, Antonella; Riboldazzi, Sabina
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-02-2019-0014
The purpose of this paper is to investigate how customer engagement technologies impact service innovation in a network of travel agencies, analyzing the effects on sales channels, customer relationships and retail marketing policies.Design/methodology/approachUsing a qualitative single case study approach and triangulating the data from different sources (documents, semi-structured interviews and in-store observations), this paper investigates the Robintur Group, a large Italian network of travel agencies operating in the leisure travel, business travel and organized tourism segments.FindingsThis study highlights three core areas of service innovation that have interrelated effects on travel agency management in coherence with the omni-channel strategy: synergetic channel integration, dynamic customer relationships and dynamic retail marketing.Research limitations/implicationsThis study is based on a single case study in Italy. Future research could extend the framework to other travel agencies and foreign markets where the diversification process of large grocery retailers is more diffused, and investigate the omni-channel approach in relation to other information and communication technologies and the implications on travel agency management.Originality/valuePresenting a conceptual framework to exploit new technologies and revitalize the scope and functions of travel agencies, the case study offers insights contributing to the literature on service innovation in travel agencies. The data highlight the adoption of an omni-channel approach to facilitate the customer experience. This case study is also one of the first to empirically investigate the challenges of a large-scale retail group when diversifying to the travel industry and adopting an omni-channel strategy.
Al-Shami, Samer; Al-Hammadi, Abdul Hadi; Al Hammadi, Abdulla; Rashid, Nurulizwa; Al-Lamy, Hayder; Eissa, Dheyab
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-10-2018-0107
The purpose of this study is to examine the role of social network websites (SNWs) on hotels’ performance through innovation, especially in emerging countries, which is still lacking.Design/methodology/approachA survey was randomly distributed to 219 of 4- and 5-star hotels in Malaysia and the data were analyzed using the structural equation modeling.FindingsThe results confirm that the SNWs have a positive effect on the innovation capacity; meanwhile, the innovation capacity fully mediated the association between online social networks and the firm’s performance. Moreover, the association between SNWs and innovation is partially mediated by absorptive capacity (AC).Originality/valueThis paper deliberates the significance of online social networking websites in the improvement of innovation capabilities through business intelligence and information management that improve hotels’ performance. This paper also deliberates the methods in which online social networking websites improve AC and information management.
Irannezhad, Elnaz; Mahadevan, Renuka
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-02-2019-0039
Blockchain is a disruptive technology enabling distributed, encrypted, smart and secure peer-to-peer transactions. The fragmented nature of the tourism industry with a high number of contracts and transactions between several parties has security issues, disputes and delay. Although these motivate the use of blockchain, scholars have barely begun to systematically assess the value proposition of blockchain in the hospitality and tourism industry. The purpose of this paper is to examine the impacts, opportunities and challenges of blockchain in the tourism and hospitality sector. The authors present early use cases of blockchain in the tourism industry.Design/methodology/approachThe authors conducted a multiple case-study approach and grounded this study based on the technology acceptance management literature with context-specific variables that are pivotal to the study of this topic.FindingsThis paper outlines the useful features of blockchain in the tourism industry in seven major streams and raises four future research questions. This review will enable hypotheses to be set out for consumers and producers involved in tourism to uncover potential motives and barriers to embracing blockchain.Research limitations/implicationsBlockchain is a relatively new technology, and given that all use cases are limited to the proof of concept and have not been fully adopted by the industry, empirical assessment of case studies is not feasible yet.Originality/valueAs blockchain is becoming more known and used in the tourism industry, there is a need to identify challenges, issues and concerns relevant for this industry moving forward. This paper fulfils this need and provides directions for future research.
Thomsen, Chuhan (Renee); Jeong, Miyoung
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-02-2019-0023
This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores.Design/methodology/approachBig data analysis is conducted using Airbnb users’ online reviews of 16 US cities; correlation is run on review scores.FindingsThe key themes of Airbnb users’ online reviews are “clean,” “location,” “stay,” “home,” “place,” “host,” “neighborhood” and “recommend” and users have positive Airbnb experiences in general. The score of “cleanliness” significantly affects the “overall review” score.Research limitations/implicationsThis study is exploratory in nature; mixed methods should be used in the future to measure the relationship between user experience and extracted themes. As the context is in the USA in the current study, comparisons of review patterns across different countries and regions are necessary for later studies. Furthermore, future studies should consider Airbnb users’ demographics, personality and lodging preferences.Practical implicationsIt is important for Airbnb hosts to maintain a clean and accessible property. Both Airbnb hosts and hoteliers should enhance the attributes that generate positive customer reviews. Each city should develop different strategies based on the performance of “cleanliness” and “overall review.”Originality/valueThis study supplements the existing literature in Airbnb user experience by analyzing online reviews in 16 US cities via Leximancer 4.0.
Ogbeide, Godwin-Charles; Fu, Yao-Yi; Cecil, Amanda Kay
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-09-2017-0081
The purpose of this paper is to establish a conceptual framework on how hospitality and tourism educators could incorporate new technology and big data analytics into program curriculum.Design/methodology/approachThe research developed a logic model to visualize the benefits/impact of hospitality and tourism data analyst via a literature review approach.FindingsThe incorporation of statistics, research and the knowledge of data exploration, analysis and insight into hospitality programs would enhance students’ data analysis competencies.Research limitations/implicationsThis is a literature review paper, based on philosophical perspectives from literature review. It would be nice to conduct an empirical study with regard to data analytics in the hospitality and tourism industry.Practical implicationsThe hospitality and tourism program coordinators and/or directors are urged to inspire more students who are interested in adding statistics and accounting studies to the hospitality and tourism field. Also, the hospitality and tourism data analyst would secure attractive job offers as well as enhance the average salary of hospitality and tourism graduates.Social implicationsHospitality and tourism data analytics would secure attractive job offers as well as enhance the average salary of hospitality and tourism graduates.Originality/valueThe paper explored the impact of big data analytics in the hospitality and tourism industry and made recommendations for hospitality and tourism data analytics curricula.
Jeon, Myunghee Mindy; Jeong, Miyoung; Lee, Seonjeong Ally
2021 Journal of Hospitality and Tourism Technology
doi: 10.1108/jhtt-07-2018-0062
This study examined relationships among e-stimuli and customers’ behavioral intentions and identified whether customers’ hedonic or utilitarian orientation moderation effects of e-stimuli on a bed and breakfast (B&B) website’s flow experience.Design/methodology/approachThe proposed hypotheses were tested by using structural equation modeling. Two group comparisons were conducted to test moderating effects in the relationships between stimuli and flow experience.FindingsThis study determined e-stimuli affected customers’ flow experiences and causal relationships among emotions, satisfaction and behavioral intentions. It also found moderating effects of hedonic/utilitarian motivation.Practical implicationsFindings from this study could help B&B operators develop online marketing strategies.Originality/valueThis study developed a framework of e-stimuli in a B&B website setting to address customers’ psychological behaviors to understand the practical needs of the B&B industry and customers’ expectations.
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