Natasa Christodoulidou

Impact of Individual Differences and Consumers’ Readiness on Likelihood of Using Self-Service Technologies at Hospitality Settings

As more hospitality companies use self-service technologies (SSTs), the industry is going through an evolutionary adoption process. Many hotels, resorts, and casinos have installed self-service check-in/check-out kiosks and have recently added new SSTs, such as self-service ordering devices at pool lounge chairs. To successfully implement and use SSTs, it is important for the hospitality operators to understand the factors that determine both willingness and resistance of the customers on using the SSTs. Thus, the purpose of this study is to explore factors that affect customers’ willingness to embrace the usage of SSTs. Having a comprehensive understanding of customers behavior related to their demographic factors and readiness will promote successful implementation of new SSTs as well as effective modifications of existing SSTs. Structural equation modeling was conducted to test hypotheses with a sample of 614 consumers. The results indicate that consumers’ extrinsic motivation had the most significant impact on their likelihood of using new SSTs (e.g., kiosks and touch screen tables for ordering food or other services at hotels, casinos, and restaurants or pools), followed by intrinsic motivation and role clarity. Younger customers and those who do not believe having interactions with employees at hospitality settings is important were also more likely to use these SSTs.

An examination of the transactional relationship between online travel agencies, travel meta sites, and suppliers

Purpose – The purpose of this paper was to explore the ways travel intermediaries (online travel agencies (OTAs) and travel meta sites) used throughout the distribution value chain engaged in relationships with travel suppliers.Design/methodology/approach – The multiple‐case study approach is suitable in examining contemporary events in their natural context. A commonly reported strength of the case study approach in that a variety of evidence can be used to investigate the subject matter. The data evidence gathered for this paper came from field study interviews and document analysis.Findings – The results show that the relationship structure has an impact on the type of contractual agreement OTAs and meta sites have with travel suppliers and with each other.Practical implications – These results can be used by top‐level executives involved in online travel as they research and test how to best craft their relationship and formal or informal agreements with their suppliers, affiliates, and other entities...

Factors influencing wine consumption in Southern California consumers

Purpose – The purpose of this paper is to further examine factors influencing the intention to drink wine. Building on studies conducted among British and Australian wine drinkers, this study was undertaken among Southern California wine drinkers in an effort to provide cross‐cultural comparison of wine consumption motivations and intentions.Design/methodology/approach – Using a two‐step methodology (including qualitative interviews and surveys), the influence of both attitudes and subjective norms on the intention to drink wine is examined.Findings – This current research shows a significant influence of the perceived health benefits of wine consumption among Southern California wine drinkers.Research limitations/implications – This study is limited to Southern California wine consumers and may lack generalizability. Future research endeavors should focus on expanding the study to include a wider population within the USA and include analysis of additional variables such as gender, ethnicity, amount and ...

Travel meta-search: opportunity or threat?

In the world of travel distribution, the Internet serves as a disruptive technology. It gives rise to new tools and methods to transact business and provides consumers with greater access to information and better means to comparison shop. One such set of tools gaining in popularity is travel (meta) search engines, which simultaneously search multiple travel-related websites for travel accommodations, availability, and pricing information and then link consumers with travel suppliers or online travel agencies (OTAs) to finalize the booking process. These tools hold great potential to further alter the distribution landscape and shift the balance of power in the relationship between buyers and travel suppliers. Using institutional theory and coercive isomorphism as the theoretical underpinnings, this multiple case study explores the impact of travel meta-search engines and the potential strategic threats they introduce. It attempts to understand the phenomenon of travel search engines looking from the perspectives of online travel agencies.

SME website implementation factors in the hospitality industry: groundwork for a digital marketing roadmap.

Purpose – The purpose of this paper is to provide an overview of the literature on how quality factors impact website implementation for small and medium-sized hospitality enterprises (SMEs). Its objective is to define and explain the relevance of these factors and synthesize them in the context of a digital space roadmap for Dubai’s Vision 2020, as well as to identify potential routes to assist SME practitioners in implementation. Design/methodology/approach – Analyses literature on website implementation in the hospitality industry in relation to relevant themes, drawing from a range of journals and relevant industry sources. A link to trends for the future is established to illustrate the groundwork for website implementation factors and the digital roadmap. Practitioner input on the review is presented to augment the findings. Findings – The relevant aspects of SME website implementation and associated challenges are defined. Various quality-related factors such as website access, content, function an...

Determining customer expectations and attributes of a restaurant's lounge through utilizing multidimensional scaling.

ABSTRACT The practice of brand positioning by label or name, and creating an image in the minds of patrons, is common in the hospitality industry. Nevertheless, the process of establishing market awareness along with creating product identity is challenging, particularly in the entertainment segment of the hospitality industry where theme-based positioning is popular. This study undertakes a systematic analysis of identifying key subjective dimensions for labeling a theme-based hospitality operation. The focus of the study was a uniquely located lounge atop a casino/hotel tower in Las Vegas, Nevada. The study identified theme and attraction-based attributes among potential patrons utilizing perceptual mapping.

Unethical Business Practices in the Foodservice Industry

This article examines how unethical management styles manifest themselves within the restaurant industry in the United States. We look at (a) individual case histories of violations committed against particular foodservice workers and (b) more general patterns of abuse that have arisen throughout the restaurant industry. The effect of slackening regulations and enforcement of labor laws by the Department of Labor, as well as other methods selected by disgruntled employees in an effort to redress abuse on the part of managers when it comes to wages and working conditions, are also examined. The problems of labor abuse in the foodservice industry are a reflection of negative leadership behavior in U.S. business as a whole. Some recommendations are made as possible considerations for solutions to these problems.

Creating strategic relationships with online travel agents to drive hotel room revenue: An OTA perspective

Hoteliers are often frustrated by the significant fees charged for bookings by Online Travel Agents (OTAs), and they try to encourage more direct bookings that circumvent the OTA system. However, there are billions of dollars of room revenues generated by OTAs every year; and many companies in other industries sell their products through multiple channels. The purpose of this study is to investigate how hotel revenue managers can collaborate successfully with OTAs.,Qualitative methods are applied in this study, specifically focus groups and in-person interviews with market managers of a leading OTA. Content analysis is performed, using ATLASti 5, to discover emerging themes and categories from the transcripts.,This study highlights several OTA value propositions and how hotels can benefit from them. Additionally, the findings of this study reveal that effective two-way communication between OTAs and revenue managers is the key to success. An “optimization loop” is established, which specifies that partnership and collaboration between OTAs and hotels must occur in a circular sequence of communication, engagement, collaboration and strategy.,A major limitation for this study is that interviews were conducted only with market managers, limiting the perspective to that of OTAs.,There is a paucity of research and dialogue discussing productive relationships between OTAs and hotel firms. Through in-depth in-person interviews with a diverse set of market managers from a leading OTA, this study brings to light an array of perspectives of what is required to optimize the OTA/hotelier relationship.,酒店经营者常常受到在线旅行社（OTA）收取高额预订费用的困扰。酒店试图鼓励客人直接预订房间，绕过OTA程序。然而，每年OTA贡献仍有数以十亿计美金的订房收入; 其他行业的很多公司采用多渠道销售产品。本论文研究目的在于探索酒店经理人们如何能够成功地与OTA合作。,本论文采用定性研究方法，主要以小组讨论和个人访谈的形式，与一家行业领先的OTA市场经理们进行深度访谈。本论文借用ATLASti 5 内容分析工具进行样本分析，总结出主题和分类。,本论坛提出了多个OTA价值组成，以及酒店如何从中盈利。此外，本论文还指出了OTA和财务经理的有效双向交流的重要性。其中，需要建立“循环展开”（Optimization Loop），即OTA和酒店之间的合作交流需要建立在循环、有序、通畅、以及战略的基础上。,本论文一个主要的理论限制就是只采访了OTA的市场经理。,理论上，关于OTA和酒店之间的战略合作的讨论，我们知之甚少。本论文采用与一家行业领先的OTA市场经理们的深入访谈，将这一合作关系进行积极讨论分析，提供一系列优化战略合作的方案和见解。,在线旅行社（OTA），酒店订房收入，合作关系，Expedia，市场经理，收入优化