Table of Contents
The Interplay between Online Consumer Reviews and Firms Interventions from Four Stakeholders’ Perspectives
Saqib Ghias, Muhammad Shahzeb Khan, Muhammad Azeem Qureshi, Muhammad Irshad Buledi, Ahsan Ahmed Jaleel
Abstract: This study presents the perspectives of the travel industry stakeholders, namely travellers, potential tourists, hospitality businesses, and travel agents. There is little literature available that covers the perspectives of all these stakeholders. The study tries to understand the preference of travellers, problems faced by them, the response of hospitality businesses on reviews posted by travellers, and the viewpoint of travel agents. A purposive sampling technique was used to select respondents...
Abstract: This study presents the perspectives of the travel industry stakeholders, namely travellers, potential tourists, hospitality businesses, and travel agents. There is little literature available that covers the perspectives of all these stakeholders. The study tries to understand the preference of travellers, problems faced by them, the response of hospitality businesses on reviews posted by travellers, and the viewpoint of travel agents. A purposive sampling technique was used to select respondents...
Symbolic Marriage in Paradise: How a Supposedly Memorable Experience Turned into a Negative Tourism Event
Aishath Thashkeel, Ali Najeeb and Byju Koreth Puthanveettil Madhavan
bstract: This paper is about an incident in which a Swiss couple who purchased a wedding renewal package at Vilu Reef Beach and Spa Resort in the Maldives, where they were holidaying, was vilified with abusive and abhorrent language with religious bigotry and sexual profanity. A video on this incident was uploaded to YouTube on October 24, 2010. The 15-minute video depicted a horrendous incident where the couple received a cascade of heinous abuse and derogatory humiliation. The celebrant briefed the couple in English that the ceremony...
bstract: This paper is about an incident in which a Swiss couple who purchased a wedding renewal package at Vilu Reef Beach and Spa Resort in the Maldives, where they were holidaying, was vilified with abusive and abhorrent language with religious bigotry and sexual profanity. A video on this incident was uploaded to YouTube on October 24, 2010. The 15-minute video depicted a horrendous incident where the couple received a cascade of heinous abuse and derogatory humiliation. The celebrant briefed the couple in English that the ceremony...
Out of Satisfaction or Out of Self-Protection? Examining Customers’ Willingness to Pay for Self-Service Technologies at Restaurants in the COVID-19 Era
Stephanie Chuah Hui-Wen, Ng Pooi Yee, Tan Xue Wen, Lau Yun Tao, Yang Hanqi, and Tan Xin Jie
Abstract: Although the COVID-19 pandemic has revolutionised the use of self-service technologies (SSTs) in restaurants to decrease physical contact and enforce social distancing, very few studies have sufficiently investigated the concept of health risk reduction and if customers are willing to pay for it. As such, this present study used the expectation-confirmation model (ECM), in the context of the information technology (IT) model, as well as additional factors that affect customer...
Abstract: Although the COVID-19 pandemic has revolutionised the use of self-service technologies (SSTs) in restaurants to decrease physical contact and enforce social distancing, very few studies have sufficiently investigated the concept of health risk reduction and if customers are willing to pay for it. As such, this present study used the expectation-confirmation model (ECM), in the context of the information technology (IT) model, as well as additional factors that affect customer...
Customer Acceptance of QR Menu Ordering System in Luxury Restaurants. A study of Xi’an, China
Ru Xinyu, Anshul Garg
Abstract: This study examines the notion that the overall value judgment concerning QR menus would affect customers’ behavioural intention and use behaviour to patronise restaurants using this new technology. Thus, explaining how consumers regard the QR menu ordering system in luxury restaurants in Xi’an, China. The current research employed the extended version of the Unified Theory of Acceptance and Use of Technology (UTAUT) model. A simple random sampling method...
Abstract: This study examines the notion that the overall value judgment concerning QR menus would affect customers’ behavioural intention and use behaviour to patronise restaurants using this new technology. Thus, explaining how consumers regard the QR menu ordering system in luxury restaurants in Xi’an, China. The current research employed the extended version of the Unified Theory of Acceptance and Use of Technology (UTAUT) model. A simple random sampling method...
Women in Hotel Management and Leadership: What Prevents Women from Reaching Top Management Positions in Hotels?
Perpetual Zaazie, Mildred Nuong Deri, Neethiahnanthan Ari Ragavan, David Akazire Anandene
Abstract: The underrepresentation of women in top managerial positions has long been a source of concern in the hospitality and tourism industry globally. Employing quantitative techniques, this study seeks to examine factors preventing women’s career progression as well as the existing leadership style practised by women in the hotel industry in the Sunyani Municipality, Ghana...
Abstract: The underrepresentation of women in top managerial positions has long been a source of concern in the hospitality and tourism industry globally. Employing quantitative techniques, this study seeks to examine factors preventing women’s career progression as well as the existing leadership style practised by women in the hotel industry in the Sunyani Municipality, Ghana...
Rising to the Challenges of the Malaysian Business Events Industry from Experts’ Perspective: Emerging Themes during COVID-19
Hazira Mohd Nasir, Elangkovan Narayanan Alagas and Khairiah Ismail
Abstract: The recent COVID-19 pandemic posed extraordinary circumstances to the vulnerable business events industry. The extremely contagious coronavirus substantially disrupted the Malaysian business events industry, prompting critical concerns regarding the industry’s current and potential survival. This paper explores the challenges of the Malaysian business events industry during COVID-19. A qualitative methodology was adopted to collect primary data from semi-structured interviews. The informants included 12 experts from the Malaysian business events industry. The data collected were then grouped using ATLAS. ti (Version 8) software...
Abstract: The recent COVID-19 pandemic posed extraordinary circumstances to the vulnerable business events industry. The extremely contagious coronavirus substantially disrupted the Malaysian business events industry, prompting critical concerns regarding the industry’s current and potential survival. This paper explores the challenges of the Malaysian business events industry during COVID-19. A qualitative methodology was adopted to collect primary data from semi-structured interviews. The informants included 12 experts from the Malaysian business events industry. The data collected were then grouped using ATLAS. ti (Version 8) software...
