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This study explores the use of generative artificial intelligence (AI), specifically ChatGPT, in analyzing qualitative data on hotel guests' delightful experiences. To assess the utility and trustworthiness of ChatGPT as a supplementary tool, we compared human coding, guided by Grounded Theory and Qualitative Content Analysis method, with AI-augmented coding using developed prompts in analyzing survey data. Our findings reveal that the majority of ChatGPT's themes and codes of customer delight closely match those identified by human coders, suggesting its potential to streamline data analysis. However, there are also notable differences, as human coders emphasized customer-to-customer interactions and safety and security, which were not identified by ChatGPT. The research contributes to hospitality literature by establishing a methodology for using ChatGPT in qualitative analysis, highlighting its efficiency in analyzing comments and open-ended survey data. • Generative AI can serve as a supplemental tool for initial qualitative data analysis. • ChatGPT generated themes and codes can closely match those identified by human coders. • ChatGPT output can be utilized to triangulate human data analysis results. • Integrating ChatGPT can optimize qualitative research processes of large sets of data. [ABSTRACT FROM AUTHOR]

This study attempts to explore the public health strategies that hotels in Taiwan have applied during the covid-19 pandemic crisis. This empirical study develops a list of public health strategy practices from a pilot study using in-depth interviews, followed by a questionnaire survey. The research samples are 4-star and 5-star hotels in Taiwan, which are the most popular hotel choices for domestic and international travellers. Out of 127 hotels, 76 hotel owners, general managers, or executive managers participated in the survey. The findings illustrate the frequency of public health strategies that hotels have used during the coronavirus crisis. It shows that the most popular strategy is strengthening hygiene and cleanliness in hotel operations to offer reassuring lodging services and accommodation products. The results also show there is no significance difference in implementation of the various public health practices regarding hotel location, nationality of main customers, hotel performance, annual f&b revenue, or annual room sales. This study suggests hotels implement public health strategies to limit the spread of disease, regain customers' trust and promote the hotel during and after the covid-19 pandemic. The paper concludes with recommendations for crisis management and crisis preparation for the hospitality industry. [ABSTRACT FROM AUTHOR]

This study explores how private club members' involvement with a club's events/activities and online communities, influence club members' bonding and bridging social capital, satisfaction, and loyalty to the club. An online survey of private club members across the U.S. was used to conduct this research. The findings of this study indicate (1) that there is a significant relationship between involvement with a club's social events and activities and bonding and bridging social capital; and (2) that there is a significant mediating effect of involvement with a club's social events and activities on the relationship between involvement with a club's online communities and social capital. This study is among the first to examine the relationships among social capital, its antecedents, and consequences within a private club industry context. [ABSTRACT FROM AUTHOR]

Service innovation has become a critical organizational capability. It is crucial to understand not only what service innovations service managers introduce, but also what service innovations help improve customers’ experiences. This study examines the initiatives managers undertake to introduce new services and whether service innovations improve service experiences for the members. In this study, 300 critical incidents were reported by private club general managers/chief operating officers, and 956 were reported by their members in private clubs across the United States. The findings have both theoretical and practical implications. [ABSTRACT FROM PUBLISHER]

The need for better understanding of Generation Y (Gen Y) employees is becoming vital for the success of the hospitality industry. This study is designed to examine the relationships of employee voice, delight, satisfaction, loyalty, and turnover intent between Gen Y employees and older employees within a hospitality business environment. Two hotels, independently owned and operated in the Midwest, were selected for this study; and survey data were collected through a self-administered paper survey. The findings indicate that Gen Y employees showed lower values of voice, delight, satisfaction, and loyalty than did their older counterparts, while their turnover intent was greater. The findings of this study can provide new and valuable insights into the understanding of Gen Y employees and will be useful for managers as it provides timely implications for developing more effective management strategies and practices. [ABSTRACT FROM AUTHOR]

Service innovation positions an organization to create and deliver anticipatory service that exceeds member expectations and ultimately strengthens relationships. However, service innovation remains one of the most under-researched topics in hospitality. This study begins to fill that gap by exploring the strategies and factors that drive service innovation in the private club industry. Drawing insights from approximately 700 critical incidents reported by private club general managers/chief operating officers, we examined the common strategies and factors that assist clubs in developing and launching new services and products. Moreover, we also categorize pressing issues in the industry that are ripe for future innovation. The findings may have implications not only for the club industry but also for the hospitality industry in general. [ABSTRACT FROM AUTHOR]

This study utilized content analysis to identify themes related to the roles of board members from the perspectives of 218 general managers and chief operating officers, all members of the Club Managers Association of America. A computer-assisted program helped identify three main themes of board roles from open-ended responses, namely: (a) internal relations and accountability; (b) strategy planning and policy making; and (c) external relations and accountability. Internal relations and accountability was the most frequently mentioned theme representing 57% of the responses and indicating the most productive contributions of board members to the private clubs. This study also explores the relationships of these themes across club types, club size, and club’s financial performance. Implications and future research directions are also presented. [ABSTRACT FROM PUBLISHER]

Customer satisfaction has been a focus of researchers and marketers as an important antecedent of customer loyalty. Some recent studies propose that customer delight possibly produces greater customer loyalty than satisfaction. Loyalty has also become of greater interest to researchers and marketers as a multiphase concept as well as a useful segmentation of customers with accompanying targeted strategies. As one of few empirical studies on customer satisfaction, delight, and loyalty, the primary objectives of this research is to understand how customer satisfaction and delight influence loyalty and to understand the multiphase framework of loyalty, including cognitive, affective, and conative loyalties. This study contributes to the body of knowledge on customer satisfaction, delight, and loyalty and provides theoretical and applied suggestions for the hospitality industry. [ABSTRACT FROM PUBLISHER]