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The authors examine the effects of a firm's and its competitors' online reviews on its demand within the hotel industry. The authors leverage a unique data set of actual bookings from properties of a major hotel chain in six different markets in the United States, supplemented with online reviews garnered from a popular social media platform. The findings indicate that not only a hotel's own reviews but also its competitors' reviews have a significant impact on the hotel's booking performance. The impact of review sentiment is amplified if the focal hotel also charges higher prices or when the volume of reviews is high. The authors establish heterogeneous effects across consumer segments (business vs. leisure travelers) and by the type of review content (objective vs. subjective attributes to assess quality). Specifically, both a hotel's own reviews and its competitors' reviews have a larger impact on bookings for business travelers compared with leisure travelers, and for reviews that mainly discuss subjective attributes, for which consumers need to rely on the experiences of others to assess the quality of a hotel prior to their stay. The study provides a set of comprehensive insights on the impact of both own and competitors' online reviews on a focal hotel's bookings. [ABSTRACT FROM AUTHOR]

The main purpose of the existing study is to present the mediating influence of employee performance on the relationship between transformational leadership style and green innovation. This study conducted in the hotel sector in Amman, Jordan, where exploratory studies related to the hotel sector are limited. A total of 20 five-star hotels in Amman were involved in the research sampling process, targeted respondents were employees with titles below supervisor level (rank-and-file) were those employees who provide the services and are in direct contact with customers, and a simple random sampling was utilized to gather the data, 359 employees participated in this study, and survey form was sent to heads of departments at the targeted hotels to help in the distribution process. The data was analyzed using Smart-PLS software. The results showed a partially positive mediation of employee performance among both constructs of individualized consideration and intellectual stimulation of green innovation in the hotel sector. Moreover, these results proved the power of the relationship between employee performance and the adoption of green innovation. The current study contributes positively to the area of hospitality industry studies and its related activities. It provides better insights for hotel leaders on improving the adopted leadership styles, leading to outstanding employee performance, and green innovation to sustain market competitiveness and provide exceptional and innovative services for a better hospitality industry. [ABSTRACT FROM AUTHOR]

This study examines the level of implementation of artificial intelligence (AI) in the personalization of hotel services and its impact on guest satisfaction through an analysis of tourists' attitudes and behaviors The focus of the research is on how personalized recommendations for food and beverages, activities, and room services, delivered by trustworthy AI systems, digital experience, and the perception of privacy and data security, influence overall guest satisfaction. The research was conducted in Serbia and Hungary, using structural models to assess and analyze direct and indirect effects. The results show that AI personalization significantly contributes to guest satisfaction, with mediating variables such as trust in AI systems and technological experience playing a key role. A comparative analysis highlights differences between Hungary, a member of the European Union, and Serbia, a country in transition, shedding light on specific regulatory frameworks and cultural preferences in these countries. [ABSTRACT FROM AUTHOR]

Nowadays, the COVID-19 pandemic has had many harmful effects on the hotel industry. This study aims to identify and prioritize the factors affecting SERVQUAL in the hotel industry and evaluates five-star hotels during the COVID-19 Pandemic. The present study prioritizes the influence factors of SERVQUAL using the stepwise weight assessment ratio analysis (SWARA) method and using the Additive Ratio Assessment (ARAS) method to identify the best hotel among the five hotels in Iran in 2022. In the present study, 22 influence sub-criteria in the hotel industry were studied, and the delivery of service promise sub-criterion was ranked first, which shows its importance among other sub-criteria. Among the hotels studied, A1 hotels ranked first among other hotels. The present study examines and prioritizes the influence factors of SERVQUAL in the hotel industry to help hotel managers to identify the most important influence factors of SERVQUAL in the hotel industry to implement these factors in their hotels and can improve their strengths. [ABSTRACT FROM AUTHOR]

This study examines the determinants of the financial performance of the Portuguese hotel industry. Despite the economic relevance of the hotel industry and financial performance as an indicator of business survival, academic research on the factors that influence it in the context of this industry, particularly in Portugal, is not extensive. This study encompassed a sample of 738 hotel companies from 2016 to 2021, using data from the Orbis database. This research was based on the assumption that a company's size, liquidity, the tangibility of its assets, and debt level influence financial performance in the hotel industry, as well as the assumption that gross domestic product and consumer sentiment also affect the business success of hotel companies. By applying a panel data methodology, the findings indicate that all variables showed significant influence on financial performance, except liquidity. The analysis also reveals that smaller companies were more negatively affected by the demand decline induced by the COVID-19 pandemic. To improve the financial performance of the Portuguese hotel industry, the findings suggest that policymakers must work towards ensuring diversified sources of financing for the hotel business, such as investment subsidies, so that companies can minimize debt, especially during periods of slow economic growth. Additionally, companies must promote management strategies that enhance self-financing. Both measures could help companies increase their size, taking advantage of good business opportunities to explore economies of scale. [ABSTRACT FROM AUTHOR]

Decision support methods are used widely in different industries to advance decision-making and strategy development with the purpose of achieving company's goals. In the hotel industry, decision support strategies became a tool for gaining competitive advantage through personalisation and providing curated offers to potential guests. This paper aims to explore state of the art on investigations and establish relevance and key focuses within the topic. In order to achieve paper goals a combination of methods and analytic tools were utilised, such as bibliometric analysis, citation analysis and cluster analysis. Results which emerged from the analysis point out that information technology is the most critical perspective of the topic. Decision support in the hotel industry's further development is dependent on technological advancement. Future investigations could concentrate on providing more profound knowledge on the individual focus areas, and expand the investigation, for instance, on the tourism sector or hospitality industry. [ABSTRACT FROM AUTHOR]

This study examines the Macau hotel industry's response to global shocks using vector autoregression analysis. According to the findings, the hotel occupancy rate reacts negatively to a one-standard-deviation shock in global geopolitical risk. However, this reaction decreases after the second period and completely loses its effect after the fourth period. Hotel occupancy rate responds weakly and short term negatively to the shock of global economic policy uncertainty. The hotel industry reacts short term, weakly, and positively to a shock in US monetary policy uncertainty. According to the variance decomposition results, at the end of the tenth term (long-term), 96.25% of the change in hotel occupancy rates is explained by their own dynamics. The rest is 3.00% geopolitical risk, 0.5% US monetary policy uncertainty, and 0.25% economic policy uncertainty. [ABSTRACT FROM AUTHOR]

Purpose: Research suggests the hotel industry has grown to integrate corporate social responsibility (CSR) programs towards addressing issues relating to the sustainable development goals (SDGs). Nevertheless, how the progression of research has influenced the field of CSR and the SDGs remains unexplored. This paper aims to address the knowledge gap. Design/methodology/approach: The research is based on a review of 230 papers from Scopus Indexed Journals – both mainstream and specialty. A content analysis was conducted to identify the major themes and the evolution of CSR research in the hotel industry. Findings: Recent CSR research has tended to shift towards issues such as CSR communication and reporting from its earlier focus on the perceptions and practices of CSR. The SDGs, in general, and environmental sustainability, in particular, remain on the periphery of hotel industry's CSR initiatives. This raises concern about the ability of CSR programs to facilitate the SDGs by 2030. This study highlights that both stakeholders (e.g. consumers, employees) and business forces (e.g. financial bottom line) can shape the hotel industry's CSR strategies in contributing to the SDGs and greater sustainability. Originality/value: The research advances the CSR and sustainability literature by undertaking a comprehensive review of business research on CSR in the hotel industry focusing on the SDGs, and advancing and facilitating discussion on existing knowledge in this field and how the field can be further developed. [ABSTRACT FROM AUTHOR]

For the sustainable development of the service industry, the industry's resources must be allocated efficiently so that productivity can be steadily improved. Accurate measurement of productivity is very important for the sustainable growth of the industry because it can be used as basic information for optimizing resource allocation, but in the service industry, it is difficult to accurately reflect consumer feedback due to simultaneity of service. This study aims to overcome these limitations and present a new service productivity measurement model. To this end, we set service quality as an intermediate and used two-stage network DEA, which can better reveal the impact of service quality in productivity than existing DEA models. The subjects of the study were 57 hotels, and they were analyzed according to service level. The analysis revealed that 2- and 3-star hotels with relatively low service levels were efficiently using the given resources to create service quality but were unable to effectively generate sales due to low unit prices. However, 4- and 5-star hotels with relatively high service levels received low service quality evaluations compared to the given resources and effectively generated sales through high per-guest prices. This study has academic significance in that it empirically demonstrated that including service quality as an intermediate is a more effective method for measuring productivity in the hotel industry. In addition, this study suggests practical implications in that high-star hotels need to allocate appropriate resources to improve service quality, and low-star hotels need an appropriate price strategy that is in line with service quality. [ABSTRACT FROM AUTHOR]

Copyright of Pasos: Revista de Turismo y Patrimonio Cultural is the property of Universidad de La Laguna, Instituto Universitario de Ciencias Politicas y Sociales and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Tourism demand is critical for the hospitality industry and is influenced by a set of continuously changing factors. The tourism and hospitality industries play a critical role in many regions and countries, supporting the local economy, providing employment, and fostering economic and social development with effects across multiple industries. This study aims to analyse the nature of tourism and hotel demand through a thematic analysis. By conducting a review of the existing literature published over the period of 2018–2023, this research identifies overarching patterns, trends, and themes characterising the current research landscape. Research results reveal significant insights into market trends and strategic industry shifts. It particularly emphasises areas such as customer demand forecasting, technology integration, and sustainability, which are crucial for understanding demand fluctuations. The findings offer insights into the theoretical foundations of tourism and hotel demand and provide practical implications for industry stakeholders aiming to strategise effectively in a dynamic market. [ABSTRACT FROM AUTHOR]

One of the industries that was among the most disrupted by the Covid-19 pandemic was the tourism industry. Hotel owners and managers needed guidelines on how to combat the “new normal” and enable the sustainable economic operation of the hotels they managed.

Employee performance is one of the main drivers for company development. However, there is an emergence of quiet quitting behavior, which many Generation Z workers experience. This behavior is detrimental to the company because it affects employee performance. The objective of this study is to analyze the influence of perceptions of career development opportunities, job insecurity, and awareness of intelligent technology on quiet quitting and its correlation with work performance, especially in Generation Z in Jakarta, Indonesia. This paper adopts an explanatory research design to elucidate the causal relationships between these variables using quantitative methods. Stratified random sampling was used to ensure representative data. Questionnaires were distributed to 289 hotel employees in Jakarta, capturing diverse perspectives across various job roles and departments. The data were analyzed using SmartPLS. The results showed a significant negative relationship between perceived career development opportunities and quiet quitting behavior. A positive and significant relationship exists between job insecurity and quiet quitting behavior. The study identifies a positive correlation between awareness of smart technology and quiet quitting behavior. Additionally, the paper reveals a significant negative relationship between quiet quitting behavior and employee performance. Perceived career development opportunities significantly reduce quiet quitting behavior, while job insecurity and awareness of smart technology increase it. Quiet quitting behavior, in turn, significantly negatively impacts employee performance. Organizations can develop targeted strategies to reduce this behavior by understanding the factors influencing quiet quitting.

Background This study delves into the intricate interplay among paradoxical leadership (PL), employees’ proactive work behaviour (PAB), and perceived psychological contract fulfilment (PPCF). PL, characterized by its simultaneous emphasis on apparently contradictory behaviours, has garnered attention due to its potential to foster innovation, adaptability, and creativity. The study’s main objective is to thoroughly explore the complexities of PL, its influence on PAB, and whether the PPCF serves as a mediator. Methods A survey was distributed to 338 hotel and travel agency employees to gather data. The data was analysed using structural equation modelling through a SmartPLS program. Results The results reveal a positive correlation between PL and PAB. Additionally, PPCF partially mediates this relationship, indicating its vital role in exploring the positive impact of PL on boosting proactive behaviours. Conclusions This research brings forth meaningful contributions to both theoretical and practical dimensions. Theoretically, it enhances our comprehension of how PL manifests in the distinctive landscape of the hospitality and tourism domain, substantiating its potential to drive proactive behaviours among employees. The mediation of PPCF enriches our grasp of the underlying mechanisms, accentuating the significance of maintaining harmonized and consistent leadership practices. From a practical vantage point, these findings offer valuable insights for hospitality and tourism establishments aspiring to optimize their leadership strategies for cultivating proactive work behaviour among their workforces.

Employees' workplace green behavior is essential for achieving organizational competitive advantage, sustainable success, and natural environment protection. Despite significant progress in identifying predictors of employees' workplace green behavior, there is still a dearth of research to explore how green servant leadership triggers employees' workplace green behavior and its underlying mechanisms. Drawing on the overarching underpinnings of the social learning theory, we investigate the mediating role of employees' green self-efficacy and green work engagement and the moderating effect of employees' harmonious environmental passion. Systematic random sampling was introduced to gather data from 403 dyads (employees-supervisors) from 3-star and 4-star hotels in Pakistan and analyzed using a partial least squares structural equation modeling technique (PLS-SEM). Consistent with the hypotheses, the results reveal that green servant leadership positively affects employees' workplace green behavior, and this relationship is mediated by employees' green self-efficacy and green work engagement. Further, the influence of green servant leadership on employees' workplace green behavior is notably more substantial for employees with a high level of harmonious environmental passion. These findings offer valued suggestions for organizational practitioners along with theoretical implications. [ABSTRACT FROM AUTHOR]

Underpinned by emotional processing, social exchange, and conservation of resources theories, this study highlights the linkage of abusive supervision (ASV) with fear of negative evaluation (FNE) and psychological distress (PDS) in the hotel setting. This paper also investigates negative reciprocity (NRC), which has both mediation and moderation effects. Using a survey questionnaire, 412 employees were approached at 15 five-star hotels in Aswan and Luxor (Egypt). The results indicated that ASV and FNE positively affected PDS. Furthermore, the results revealed that negative reciprocity partially mediated the ASV-PDS relationship. Moreover, NRC mitigated the positive effects of ASV and FNE on PDS. Lastly, this paper also provides academics and practitioners in the hotel industry with meaningful theoretical and practical originality. [ABSTRACT FROM AUTHOR]

In this study, we aim to demonstrate how strategic operations management decisions in relation to human resource shape the well-being of women employees in the tourism industry. Within this study, we focus on infrastructural decision-making in the strategic operations management field to consider human resource management (HRM) and service quality for hotel employee well-being. Having adopted Ryff’s (1989) six dimensions of psychological well-being, we conduct a conceptual study that shows the shaped and shaper dimensions of well-being and the potential strategies of HRM to ensure employee well-being. We found that Ryff’s six dimensions of psychological well-being can be divided into two parts: shaper dimensions (i.e., self-acceptance and positive relationship) and shaped dimensions (i.e., life purpose, personal development, environmental control and autonomy). In addition, we demonstrate the evaluation of these dimensions to ensure employee well-being in the hotel industry. Thus, we posit both challenges and potential suggestions for employee well-being based on the proposed conceptual framework in the study. This study introduces shaper and shaped dimensions to the theory of Ryff’s six dimensions of psychological well-being. Thus, this classification will help practitioners devise their strategies by considering shaper dimensions as a starting point for establishing the well-being of employees. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of the article is to identify the touchpoints and moments of interaction between hoteliers and their clients at various stages of consumption (pre-consumption, during, and post-consumption). This aims to highlight potential opportunities for firms to enable and stimulate actions within the framework of customer engagement in hotel industry. Design/methodology/approach: The main method used for the research is a systematic literature review (SLR). Findings: The results of the literature review revealed touchpoints in the hotel industry in both the real and virtual worlds. It was shown that interactions can be managed by various stakeholders. The necessity of appropriately managing touchpoints to generate desired outcomes was also highlighted. Research limitations/implications: The literature review was conducted in only one database, SCOPUS. Four criteria were applied for the keywords. A small number of results were obtained. Research on CE touchpoints in the hotel industry may be expanded to include additional databases, using a greater variety of keyword combinations and incorporating synonyms of those used in this article. Furthermore, studies should continue in the business environment by conducting case studies to get the examples form the practice. Practical implications: The practical implications of the study involve providing a framework that allows managers of hotels to establish customer engagement-focused companies and foster relationships with their customers that go beyond mere financial transactions. Originality/value: The article identifies areas that can be utilized in the hotel services industry to generate new activities within the framework of customer engagement. So far, the literature has identified the antecedents of the phenomenon, its forms, consequences, and measurement scales. [ABSTRACT FROM AUTHOR]

Improving customer satisfaction is the key factor in enhancing the core competitiveness of hotels, as higher customer satisfaction can lead to long-term benefits such as a positive reputation, customer loyalty, and sustained profitability. Multi-source user-generated content (UGC) can provide high-quality and sufficient information for improving customer satisfaction; however, related research is limited. Therefore, a method considering multi-source UGC to improve customer satisfaction is proposed in this paper. First, the service attributes of the hotels that customers care about are obtained from multi-source UGC. Then, evaluation information is obtained by processing multi-source UGC based on the heuristic-systematic model, and the credibility of the evaluation information is measured. Furthermore, evaluation information is combined based on evidence theory to estimate the importance and performance of hotel service attributes. Finally, impact asymmetry-gap analysis (IAGA) is proposed to generate customer satisfaction improvement strategies for different attributes. The application of the method is illustrated using data from actual hotels. [ABSTRACT FROM AUTHOR]

Purpose: Highly committed, motivated and engaged employees assure organizational success and competitiveness. The study aims to examine the association between human resource development (HRD) practices and employee engagement with organizational commitment as a mediating variable. Design/methodology/approach: Data were collected from 760 employees of 13 star-rated hotels comprising 5 (five-star) and 8 (four-star). The data supported the hypothesized relationships. Structural equation modeling was used to evaluate the proposed model and hypotheses. Construct validity and reliability were established through confirmatory factor analysis. Findings: The results indicate that HRD practices and affective commitment are significantly associated. HRD practices and continuance commitment were shown to be non-significantly associated. HRD practices and normative commitment were shown to be non-significantly associated. Employee engagement and organizational commitment are significantly associated. The results further show that organizational commitment mediates the association between HRD practices and employee engagement. Research limitations/implications: The generalizability of the findings will be constrained due to the research's hotel industry focus and cross sectional data. Practical implications: The study's findings will serve as valuable pointers for stakeholders and policymakers of the hotel industry in the adoption, design and implementation of proactive HRD interventions to keep highly engaged and committed employees for organizational competitiveness and sustainability. Originality/value: By evidencing empirically that organizational commitment mediates the nexus between HRD practices and employee engagement, the study extends the literature. [ABSTRACT FROM AUTHOR]

Since the environment of most businesses is facing increasing competition, entrepreneurial marketing as a new concept has attracted the attention of decision makers of companies and organizations. Despite the importance of entrepreneurial marketing in the success of small companies, few studies have examined its components in the hotel industry as one of the important elements of the tourism sector. Therfore, this research aimed to design an entrepreneurial marketing model, focusing on the hotel sector in Razavi Khorasan province. The required information was collected through semistructured interviews from 10 people, including academic experts, entrepreneurship and marketing specialists, and hotel suppliers who were selected based on targeted sampling. The method of this research was qualitative and based on theme analysis in six stages. MAXQDA2020 software was used for data coding and analysis. After analyzing the text of the interviews, eight main themes in entrepreneurial marketing in the hotel industry including risk management, innovation, advertising management, opportunism, entrepreneurship, having a market strategy, market knowledge and customer orientation were extracted along with 27 subthemes. The results of Friedman's test showed that these identified main themes do not have the same importance. According to Friedman's average rating, the themes of marketing (average rating: 6.15), customer orientation (average rating: 4.75), and marketing strategy (average rating: 4.70) are more important. Suggestions were made for the coordinated and interactive integration of the identified components in the marketing of the hotel industry in order to improve performance and attract more customers [ABSTRACT FROM AUTHOR]

This paper examines the impact of ten microeconomic factors on hotel business success. This research encompassed a sample of 115 small, family-operated hotels situated in rural regions of the Western Balkan countries (WBC). This research was based on the assumption that factors such as the size of the hotel, age, solvency, liquidity, labour productivity, capital productivity, CSR, and reduction of CO2 emissions exhibit a positive influence on business success, whereas leverage, indebtedness, and energy consumption have a negative effect on the business success of hotels. The findings revealed that business success from the previous period, size, liquidity, and CSR exhibit a positive influence on business success, whereas leverage, capital productivity, and indebtedness demonstrate a negative effect. Conversely, the age of the hotel and labour productivity were not found to significantly influence business success, as did energy consumption. In the context of sustainable development, a positive CSR impact means that tourists value this behaviour of the hotel, while a lack of a statistically significant impact of energy consumption implies either that hotels do not implement efficient measures of energy efficiency or that energy efficiency may not be a crucial factor in attracting guests or influencing their loyalty. The findings also show that labour productivity expressed conventionally does not have a statistically significant impact on hotel business success. However, when expressed in a way that respects the concept of sustainable development and CSR, workforce productivity is a significant factor in hotel business success. Due to the problem of multicollinearity, the influence of CO2 emissions was not examined. The findings suggest the following two groups of key measures: 1. Policymakers must work on ensuring more favourable conditions under which hotels can borrow, as well as on ensuring adequate infrastructure; 2. They must work on improving the strategy for maintaining liquidity to avoid the high costs of short-term loans and increasing size in order to further utilise economies of scale. These two microeconomic factors have the greatest impact on the business success of hotels. [ABSTRACT FROM AUTHOR]

The advent of online platforms has revolutionized the way consumers make decisions, particularly in the hospitality sector. This study delves into the influence of online ratings and reviews on hotel bookings, focusing on the unique case of Vivanta Vadodara. As travellers increasingly rely on digital feedback, understanding the dynamics of this impact becomes essential for both the hotel industry and consumer satisfaction. This research aims to assess the correlation between online ratings and reviews and the booking patterns at Vivanta Vadodara. Specific objectives include evaluating the significance of positive and negative reviews, analysing the role of rating scores in decision-making, and identifying strategies for leveraging this digital feedback for enhanced customer engagement. Employing a combination of quantitative and qualitative methodologies, this study will utilize data analytics to assess the statistical relationship between online ratings, reviews, and hotel bookings. In-depth interviews with hotel management and guests will provide qualitative insights into the nuanced aspects of customer decision-making influenced by digital feedback. Anticipated outcomes include a comprehensive understanding of the impact of online ratings and reviews on the booking behaviour of guests at Vivanta Vadodara. Insights into the factors that contribute to positive or negative online sentiment will be explored, along with practical implications for hotel management to enhance their online reputation and, consequently, booking rates. In an era where online reputation significantly shapes consumer choices, this study sheds light on the specific dynamics within the hotel industry, using Vivanta Vadodara as a case study. The insights gained will contribute to the evolving strategies employed by hotels to navigate the digital landscape effectively, ensuring a positive impact on bookings and customer satisfaction. [ABSTRACT FROM AUTHOR]

Market concentration is associated with higher prices. However, previous research has not considered whether the market concentration effect on prices is moderated by seasonality in markets where firms switch from peak demand to low demand periods. This study analyzes market concentration effect on prices and price variability in the hotel industry. Through hedonic price models, the paper analyzes the influence of market concentration on hotel prices and how quality, distance to the city center or seasonality influence hotel prices. A higher market concentration is associated with higher prices. The effect of market concentration on prices is 1.7 times higher in the peak demand season than in the low demand season. Price variability between hotels for a given day in a particular market is partially explained by differences in service quality among hotels in the same city but also by the level of market concentration. We find that higher market concentration reduces price variability, a result consistent with the existence of tacit collusion. [ABSTRACT FROM AUTHOR]

PURPOSE: The study is comparative, comparing sustainable practices and approaches in two hotels to better understand different management approaches. The study's design provides valuable insights into the topic of sustainability practices in the hotel industry, and the results are analyzed and discussed in the context of existing academic knowledge on the issue. METHODOLOGY: The goal of the selection process was to find information-rich cases. After conducting initial online research, two four-star hotels in the same regional capital city in the Czech Republic were intentionally chosen. These hotels are direct competitors and have very similar target customers. To collect data, the authors conducted two separate semi-structured, indepth interviews with the CEOs of both hotels, as well as observations in both establishments and additional interviews with staff. The interview protocol, which is innovative and newly assembled, was added to ensure the case study's reliability and enable future comparisons. A comprehensive criterion table methodically presents the research outcomes. FINDINGS: Besides the list of sustainability practices applied in the hotels under study, the authors described two distinct management approaches. The first approach takes a broad perspective, considering all aspects of sustainability and incorporating it as a fundamental part of the company's vision. In contrast, the second approach focuses narrowly on cost savings and profit generation. The form of business is the critical factor responsible for the difference in managerial approach. Interestingly, the study suggested that hotels belonging to large chains (and stock companies) may be more compelled to adopt sustainability practices and may have more established sustainability programs than independent hotels. IMPLICATIONS: In light of previous literature, the findings of this case study provide valuable theoretical contributions to managerial approaches to sustainability programmes, sustainability reporting, transparency, and more. Additionally, the newly assembled interview protocol is an innovative and important foundation for future research. The study also uncovers significant new barriers to the adoption of sustainability practices. From a managerial perspective, this study offers a comprehensive overview of hotels' sustainability practices and serves as a practical list of potential sustainable practices for hotels to consider. Finally, the conclusion provides suggestions for future research that can further advance sustainable practices in the hotel industry. ORIGINALITY AND VALUE: The study's significance stems from a thorough analysis of prior literature and conducting additional research in a new setting, providing a unique perspective on the topic of hotel sustainability within a specific area. The case study approach allowed for an in-depth examination of the selected cases, with attention to detail. The methodology and public interview protocol offer the potential for comparable studies in other regions to be conducted and compared in the future. [ABSTRACT FROM AUTHOR]

PURPOSE: This study explores the relationship between the resilience of the hotel industry (an underdeveloped concept) and the factors that support the development of this industry. It examines whether the resilience of the hotel industry varies regionally and whether it is influenced either by the characteristics of the hotel industry or by regional economic conditions. The study focuses on the COVID-19 pandemic, which particularly hit the hotel industry. METHODOLOGY: The clustering method is used to identify regions in Poland with similar pre-pandemic hotel industry development are identified. Secondly, Potthoff's analysis and Kruskal-Wallis tests with Dunn's tests are used respectively to identify variations in the resilience responses of the industry in different regions and to examine the antecedents of these variations. FINDINGS: The data collected indicate variations between clusters in terms of resilience response. Not all factors that support the development of the hotel industry in a particular region are equally conducive to its resilience. Our study shows that the pandemic was not an isolated or unique event but rather a catalyst that brought long-standing issues for the hotel and tourism sector. IMPLICATIONS FOR THEORY AND PRACTICE: This study contributes to the development of resilience theory by providing evidence-based arguments for separating the domains of resilience and development and for a more granular exploration of the trade-offs between them. From the perspective of the hotel industry, insights into narrowly channeled agglomeration externalities during a crisis could inform strategic decisions regarding the location of hotel investments, the value proposition created, and business model diversification. Therefore, there is a need for more resilient crisis management strategies that can be applied across the tourism sector. These strategies should encompass effective supply chain management and a robust framework for labor security. ORIGINALITY AND VALUE: The findings suggest that hotel industry development factors, which include both industry characteristics and regionally shaped economic conditions, provide mixed support for the resilience of this industry. The study revealed clear tensions between development and resilience impacts by highlighting existing trade-offs. Focusing attention on trade-off tensions advances both the conceptual validity and application potential. Although the present study was defined for the specific circumstances of the hotel industry, this approach can be replicated in different industries that are components of the supply chain of the tourism market and its value chain.. [ABSTRACT FROM AUTHOR]

Copyright of Revista de Estudios Empresariales Segunda Época is the property of Editorial de la Universidad de Jaen and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

In the contemporary epoch, the demands for hospitality and tourism services are swiftly increasing. Consequently, hotel employees are facing tremendous job pressure at the workplace. Such job pressure leads to job stress among them. However, this study aims to identify the effect of job stress on job satisfaction in hospitality and tourism employees in West Bengal, India. For the purpose of the study, feedback from 353 hotel employees has been considered. Factor analysis and multiple regression analysis have been performed using SPSS. Multiple regression analysis has been carried out to verify the associations between job stresses on job satisfaction. The study has identified five different factors of stress which are 'Working Hours', 'Expectations from Management', 'Social Role of Work', 'Leave and Work Load', 'Over Expectations of Management'. The study concludes with the findings that Working Hours, Over Expectations of Management, and Social Roles of Work are the "Eustress" factors for the hotel employees. On the other hand, Leave and Work Load and Expectations from Management are the "Distress" factors for the hotel employees. However, stress-free employees can perform better and if the employees feel satisfied, the ultimately organizational goals could be achieved smoothly. An organization should establish strong policies to guide employees towards a clear direction and organize frequent training programs for employees as a moderating stress treatment. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of the study is to investigate the role of guest loyalty in the relationship between satisfaction with service recovery (SSR) and consumer citizenship behavior (CCB), as well as dysfunctional customer behavior (DCB) of hotel guests. Methodology – The study was conducted on a sample of 1,324 guests from hotels operating in the Republic of Serbia, Croatia, and Slovenia in mountain tourism. The obtained data were analyzed using an SEM approach. Findings – Loyalty has a mediating role in the relationship between SSR and CCB. On the other hand, loyalty does not have a mediating role in the relationship between SSR and DCB of hotel guests during their stay. Implications – The study has theoretical and practical implications. The theoretical implication is that loyalty forms the foundation for guests’ cognitive and affective responses when they are satisfied with a service recovery; this means that loyalty is a driver of hotel guests’ CCB. In the opposite situation, loyalty does not act as a shock absorber that will mitigate the impact of dissatisfaction with service recovery on the manifestation of DCB. The practical implications are that hotels must prioritize effective service recovery strategies to enhance guest loyalty and encourage CCB while simultaneously reducing the risk of DCB.