Research in Hospitality Management

Editorial

Rodney Westerlaken — Fri, 20 Dec 2024 00:00:00 +0000

No abstract

Synergies of future-oriented research, sustainable tourism and adaptive governance: a dialogue with Dr Stefan Hartman, Head of Department at the European Tourism Futures Institute

Rodney Westerlaken, Stefan Hartman — Fri, 20 Dec 2024 00:00:00 +0000

This edited transcript documents a dialogue between Rodney Westerlaken, editor-in-chief of Research in Hospitality Management, and Dr. Stefan Hartman, Head of Department at the European Tourism Futures Institute (ETFI) at NHL Stenden University of Applied Sciences. The conversation explores multifaceted dimensions of the tourism and hospitality sectors, encompassing the changing landscape of destination management, the influence of future-oriented research and the urgent imperatives arising from contemporary global challenges, such as over-tourism and sustainable development. The dialogue offers valuable insights into the future trajectory of tourism and hospitality research, emphasising the pivotal role of adaptive governance, stakeholder collaboration and scenario planning in shaping sustainable tourism practices. Furthermore, it underscores the significance of balancing economic interests with societal and environmental concerns in the evolving tourism landscape. In this insightful conversation, Dr Hartman’s extensive urban and regional planning background, coupled with his current role at the European Tourism Futures Institute, provides a unique perspective on the future of tourism, leisure and hospitality. Dr Hartman’s work focuses on adaptive tourism areas and sustainable destination development, offering valuable insights into the complex interplay between policy, industry and community in shaping tourism destinations.

Signals of change: eating trends shaping the future of food service

Ian Yeoman, Una McMahon-Beattie — Fri, 20 Dec 2024 00:00:00 +0000

Food security is a problem across the world, as prices rise under pressure from climate change, geopolitics, demographics and de-globalisation. These factors, when combined, will impact on the food service sector. In this trends article, the authors identify ten trends that reflect the changes occurring in the food service sector. The trends analysis is based on the predictive paradigm in futures studies which draws upon evidence, facts and observational research. The ten trends are: (1) climate change diets; (2) escapist indulgence; (3) moderation mantra; (4) evidence-based eating; (5) mood food; (6) digital food; (7) sustainable dining; (8) ethnic and fusion food; (9) local food; and (10) adventurous dining. The contribution of this article is that it clearly identifies the changes occurring in our eating patterns and food purchase decisions and provides a signal to food service operators and brands about the changes that are occurring and why.

Sustainability practices, sustainable development goals and the hospitality sector: perspectives from Sri Lankan chain hotels

Janith Iddawala, Binuri Mehara Welengoda, Banudee Thisali Rathnayaka — Fri, 20 Dec 2024 00:00:00 +0000

Despite being an industry at the forefront of adopting sustainable practices, there has been a continued paucity of hospitality research focusing on the extent of adoption of sustainability practices and their contribution towards achieving the sustainable development goals (SDGs) from developing countries’ viewpoints. Hence, this research explores the current context of sustainability practice adoption, its implications and its alignment with SDGs through a case study research based in Kandy, Sri Lanka. This research builds on the work of Mihalič and colleagues’ hotel sustainability business model to thematically explore the current context of sustainability practice adoption. This study employs a qualitative research method, combining semi-structured interviews and participant observations from 11 chain hotels selected through a purposive sampling approach. The research findings suggest that local hotels have already adopted various sustainability practices across all triple bottom-line considerations. However, most hoteliers did not understand how economic progression relates to their sustainability commitments. Moreover, several hoteliers interpreted sustainability efforts purely with pro-environmental efforts. The study further indicates that larger chain hotels tend to implement sustainable practices and align their operations with SDGs, whereas smaller chain hotels face significant challenges in adopting sustainability practices and SDG alignment due to a lack of resources and knowledge.

The beauty of tipping: customer decision-making during COVID-19 in African beauty salons

Alang Ernest Wung, Roger Tsafack Nanfosso — Fri, 20 Dec 2024 00:00:00 +0000

Research has been limited to investigating tipping in other hospitality industries, while ignoring beauty salons. The objective of this study is to present tipping behaviours in the context of beauty salons in two ways: first, by examining tip predictors; and second, by looking at the amount customers are willing and able to offer as tips. We employed a binary response strategy and a limited dependent-variable approach to test several factors with the use of STATA 17. Results show that tipping depends on service quality, individual social approval, future expectations, religious beliefs, the educational level of the consumer and a customer’s income level. Likewise, the loss of work or sources of income caused by COVID-19 reduces the probability of tipping and, because of health measures and social distancing during COVID-19, people’s tipping decisions and tip amounts increase. Thus, beauty salon practitioners (customers, stylists and managers) should keep their services up-to-date to attract more tips, and customers should not feel embarrassed when they do not have the ability to tip.

Travelling together: exploring the impact of support and service animals on travel experiences

Marianna Moraes — Fri, 20 Dec 2024 00:00:00 +0000

The phenomenon of multi-species families is increasingly linked to the growing awareness of the benefits of emotional support and service animals. As more people adopt various animals into their homes, it becomes crucial to understand how these family arrangements influence travel experiences. The presence of these animals during travel directly impacts the well-being and safety of travellers, contributing to the emotional and behavioural dynamics of multi-species families in transit. Consequently, the hospitality, tourism, and transportation industries must adapt to accommodate the growing number of tourists travelling with their animals, whether for work or leisure. The United States is the focus of this research due to its significant role in regulating emotional support and service animals, allowing for comparisons with the diverse regulations across European countries. This study aims to: (1) investigate current U.S. legislation regarding emotional support and service animals; (2) explore the challenges faced by owners of these animals during travel; and (3) highlight the practical experiences of owners travelling with emotional support and service animals. The methodology used is an exploratory qualitative review. The research highlights the experiences of Em and Jennifer, Brazilian students who travelled to the USA with their animals, illustrating the variations in travel experiences with emotional support and service animals. In conclusion, while acceptance and accommodation of these animals are evolving, particularly in the US hospitality industry and tourist attractions, challenges and a lack of understanding still exist in some establishments. This underscores the importance of studies like this to raise awareness and educate about the needs of families that rely on their animals. The increasing prevalence of multi-species families positively influences the availability of pet-friendly services, which can significantly impact travellers’ choice of accommodation when accompanied by their pets.

Motivation and retention of outsourced employees

Trudy van der Hulst, Wichard Zwaal — Fri, 20 Dec 2024 00:00:00 +0000

A food service supplier is experiencing that, in their distribution centres, within 30 days, an average of 48% of the outsourced employees resign, which impacts profitability, productivity and service quality. This study investigates which factors of the Herzberg two-factor motivation theory contribute to the retention of outsourced employees of a food service supplier and whether there is a difference between eastern or southern European employees. A total of 299 outsourced employees of the food service suppliers at four out of nine distribution centres filled out a 15-item survey, including questions on the various aspects of the Herzberg motivation theory, and their intention to stay with the company. Results show that extrinsic motivation factors play a more significant role in the
retention of outsourced employees in comparison to the intrinsic factors. Extrinsic factors significantly correlated with retention are policies and administration, work conditions, supervision and interpersonal relations. Intrinsic factors significantly correlated with retention are advancement, the work itself and achievement. No significant relationship was found between the salary factor and employee retention. Although results showed that southern Europeans tend to stay longer with the company in comparison to eastern Europeans, no significant differences were observed regarding the impact of motivation and hygiene factors between the two sub- groups. To enhance retention, the food service supplier is advised to provide sufficient growth and development opportunities, assign important responsibilities and acknowledge accomplishments. Furthermore, the company must assess, track and oversee all relevant extrinsic and intrinsic motivation factors to connect the outsourced employees with the company for a longer term.

Weaving the tastes of tradition: uncovering the threads of India’s culinary identity amid globalisation

Ha van Trung, Du Quoc Dao — Fri, 20 Dec 2024 00:00:00 +0000

In the face of globalisation’s homogenising wave, this study serves as a beacon, illuminating the intricate web of factors that safeguard culinary heritage in India. The study hypothesised that a myriad of elements interweaves to form the fabric of food traditions, which in turn fortify collective identity. To validate this, the study engaged 696 individuals via an online survey, employing advanced statistical tools such as path analysis and partial least squares structural equation modelling (PLS-SEM) to unearth the core determinants of gastronomic lineage. Moreover, multiple regression analysis was utilised to measure the impact of these culinary practices on personal and cultural identity. The study’s revelations are profound, demonstrating that each of the 18 determinants meticulously chosen for this research significantly contributes to the crafting of Indian food heritage, thereby seasoning the identity of the future with the flavours of the past.

Going green, going strong: maximising restaurant performance with sustainable practices

Salman Khan, Safeer Ullah Khan, Shafaqat Mehmood — Fri, 20 Dec 2024 00:00:00 +0000

The food and services sector contributes to global carbon emissions, impacting climate change. This study, organised in a developing country, aims to explore how restaurants in the hospitality industry can enhance their environmental and financial performance through corporate social responsibility (CSR), green orientation, green innovation and environmental strategies. Using partial least squares structural equation modelling, data from 283 restaurant employees were examined. The findings show that CSR and green orientation directly enrich both environmental and financial performance. Moreover, green innovation mediates the association with CSR, green orientation and performance outcomes, with the influence of green innovation on performance further moderated
by environmental strategies. These results show that incorporating CSR, green orientation, green innovation and environmental strategies can substantially benefit restaurant performance. This study offers constructive insights into the distinctive challenges and opportunities for sustainability in the food and services industry in the context of a developing country, where short-term economic pressures often dominate long-term sustainability goals.

Hospitality 2.0: applying the UTAUT model to understand guest perspectives on personalised technologies in hotels

Md Ibrahim, Md Jamsedul Islam — Fri, 20 Dec 2024 00:00:00 +0000

This study evaluates hotel guest perspectives on adopting personalised technology-enabled hospitality services by using a quantitative survey methodology. Applying unified theory of acceptance and use of technology (UTAUT) model constructs, the questionnaire gauges 200 guest views on performance benefits, usage effort and conditions influencing adoption of artificial intelligence (AI), the internet of things (IoT) and mobility. Descriptive and correlational analyses highlight innovation by capability and reveal barriers around complexity, privacy and reliability. Findings can inform hotel technology investment decisions and strategic planning to effectively leverage data-driven customisation capabilities across the entire guest journey — from pre-arrival trip planning to post-stay loyalty building. It will also help towards the Hospitality 2.0 vision of balancing digitisation with human connections. This empirical assessment aims to advance sector transformation and next-generation experience elevation through prudent prioritisation guided by evidence-based user willingness going beyond speculative innovation.

AI service robots in a 4-star hotel: enhancing guest and employee experiences

Frederik Jan van der Meulen, Daniek Verhoeven, Juliet Chipumuro, Wilson Majee — Fri, 20 Dec 2024 00:00:00 +0000

Artificial intelligence (AI) has recently become a vital technology affecting several sectors, including hospitality. The expanding use of AI robots in functions previously performed by humans raises important issues — which are currently unknown — regarding how AI robotics may affect personnel and guests. This study examined guests’ and staff’s experiences with service robots in a 4-star southern Dutch hotel. The report offers the hospitality industry AI robot implementation advice. In-depth staff interviews and 4-star hotel guest surveys were completed. Data from customers and staff showed a need for service robots at the front office. This demand highlights the need for service robots at the front desk to serve leisure and business clients and to aid staff. However, both quantitative and qualitative studies imply that a tangible human welcome is still necessary, especially for leisure tourists. This study found that customers and personnel at the front office want service robots, with leisure and business guests preferring something different. These demographics perceive human connections as essential for a good visitor experience, emphasising the complexities of AI in hospitality.

Data utilisation among employees in SMEs in destination Limfjorden, Denmark

Henrik S. Pahus, Lars Falk — Fri, 20 Dec 2024 00:00:00 +0000

This article explores the efforts of Destination Limfjorden in Denmark to enhance employees’ competencies and skills in small and medium-sized tourism enterprises (SMEs) through the strategic use of data. The study employs a mixed-method approach, integrating digital questionnaires and semi-structured interviews to identify the competence needs of stakeholders. The research reveals a significant need for improved digital guest services and highlights the importance of data usage within companies, network building and general competence needs. The article also reviews the literature on the role of big data in augmenting tourism research and the challenges SMEs face in harnessing big data analytics. It underscores the need for robust knowledge management initiatives, targeted skill development programmes and a culture of collaboration among tourism SMEs. The article concludes by emphasising the increasing significance of big data competencies for SMEs in the tourism sector, particularly in remote European regions, and the potential of data analytics in fostering resilience among SMEs and enhancing their competitiveness within the evolving dynamics of the tourism industry landscape.

The impact of onboarding practices on employee retention in the cruise industry

Marijn Zuiker, Rodney Westerlaken — Fri, 20 Dec 2024 00:00:00 +0000

This study investigates effective onboarding practices in the cruise industry, examining the interplay between onboarding, hospitality and seafaring occupations due to limited existing research. Using an exploratory mixed-method approach, the researchers employed insider and outsider perspectives to critically analyse employee challenges and company onboarding practices. The research, conducted through qualitative surveys and semi-structured interviews with purposive sampling, reveals that while companies generally provide a welcoming environment, there is a need for improvement in meeting expectations and providing detailed, structured information. The findings emphasise the importance of enhancing these areas to boost new crew members’ preparedness, confidence and satisfaction. Additionally, data highlights the critical role of managing expectations and satisfaction during preboarding, underlining the significant impact of effective communication on employee retention in this unique industry.

Assessment of regenerative hospitality

Jannah Kreb, Wichard Zwaal — Fri, 20 Dec 2024 00:00:00 +0000

This article addresses the lack of practical tools for assessing regenerative hospitality in hotels. The study provides a systematic approach to developing a practical tool to assess and promote regenerative practices in the hospitality industry. The literature review identified seven components as potential drivers of regenerative hospitality: regenerative mindset, interconnectedness, place integration, localised impact, well-being, co-creation and dynamism. Results of pilot testing showed the first five as central to regenerative hospitality, while the latter two are perceived to be less supported and will require further refinement. The tool enables systematic assessment and improvement of regenerative practices and offers practical insights for hotel managers. At the same time, the moderate inter-rater reliability indicates that some criteria might require further specification. It is further recommended to test the tool in a wider set of hospitality settings and refine the assessment by engaging different stakeholder perspectives.

The future of AI: hospitality and tourism perspectives

Georges El Hajal — Fri, 20 Dec 2024 00:00:00 +0000

The Hotel Management School Leeuwarden and the European Tourism Futures Institute organised a webinar to discuss and explore how artificial intelligence (AI) will impact the hospitality and tourism industry in the future. The webinar brought together a panel of academics, including Professor Iis Tussyadiah from the University of Surrey, Professor Stanislav Ivanov from the Varna University of Management, and Frederik Jan van der Meulen from Hotel Management School Leeuwarden, to discuss the multifaceted applications of AI in the industry. The speakers shared their insights through a series of presentations, underscoring AI integration’s strategic, economic and sustainability aspects. AI is presented as a critical element in enhancing customer experiences, optimising operational processes, and shaping the industry’s future landscape. The speakers discussed the role of generative AI in improving the industry’s resilience, the economic implications of AI’s integration and the challenges and strategies for sustainable AI adoption. This webinar goes beyond traditional AI debates by analysing AI’s strategic function in future-proofing hospitality and tourism businesses, its economic impact and its role in sustainability. The speakers’ crucial insights can help the hospitality and tourism industry embrace AI, highlighting the delicate balance between innovation, ethics and sustainability. This webinar’s extensive discussion of AI as a tool for efficiency and industry transformation makes it valuable for academics and industry professionals.