This study investigates customers’ perceptions of the notion of corporate social responsibility (CSR) and how such perceptions influence their consumption behavioural intentions and outcomes in the hospitality industry in Bethlehem, Palestine. The research study adopted a qualitative methodology using semi-structured interviews with fifteen tourists who stayed in Bethlehem hotels. This study reveals that customers view the different dimensions of CSR in their right and stand-alone constructs. Paradoxically, our study suggests that customer’s willingness to pay and loyalty were not influenced by understanding such a distinction as responsibilities. This study further reveals that the interaction between customers’ perceptions of CSR and contextual and situational factors such as trust, transparency and service quality can determine customer behavioural responses to the hotels’ CSR orientation. The study offers recommendations on practical measures that can be undertaken to influence and enhance customers’ responses to hotels’ CSR agenda. The paper finally ends by identifying the study’s limitations and avenues for further research.
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This article explores the use of design thinking as a method to develop scenario for the future of hotels. Using a Dutch case study, this article shows how a new concept for hotels – the Lifestyle Hub – was created using design thinking as methodology. The Lifestyle Hub concept provides ingredients to hotel owners as well as public policymakers to help understand how future guests may expect to make use of individually tailored hospitable facilities in destinations around the world. Moreover, design thinking allows researchers and businesses to generate highly differentiated customer-centred, experience-based business concepts, thus adding to the toolkit of futures researchers. We conclude that design thinking provides new insights for hospitality and tourism and presents a valuable alternative to current future scenarios approaches.
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The goal for the coming years is to get insight in the guest experience in hotels. What is guest experience? How to measure guest experience? What is the relation between guest experience and guest loyalty? And finally, what tangible elements in the physical environment of hotels and the contact with hotel employees may improve the experience of hotel guests? And in what way should these elements be changed? This paper describes the first and second step towards this goal: a theoretical background of guest experience and the development of the Guest Experience Scan for NH Hoteles. This Guest Experience Scan is a quantitative instrument trying to measure guests’ affective evaluation of the physical environment of the hotel and the contact with the hotel employees.
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The focus of this project is on improving the resilience of hospitality Small and Medium Enterprises (SMEs) by enabling them to take advantage of digitalization tools and data analytics in particular. Hospitality SMEs play an important role in their local community but are vulnerable to shifts in demand. Due to a lack of resources (time, finance, and sometimes knowledge), they do not have sufficient access to data analytics tools that are typically available to larger organizations. The purpose of this project is therefore to develop a prototype infrastructure or ecosystem showcasing how Dutch hospitality SMEs can develop their data analytic capability in such a way that they increase their resilience to shifts in demand. The one year exploration period will be used to assess the feasibility of such an infrastructure and will address technological aspects (e.g. kind of technological platform), process aspects (e.g. prerequisites for collaboration such as confidentiality and safety of data), knowledge aspects (e.g. what knowledge of data analytics do SMEs need and through what medium), and organizational aspects (what kind of cooperation form is necessary and how should it be financed).Societal issueIn the Netherlands, hospitality SMEs such as hotels play an important role in local communities, providing employment opportunities, supporting financially or otherwise local social activities and sports teams (Panteia, 2023). Nevertheless, due to their high fixed cost / low variable business model, hospitality SMEs are vulnerable to shifts in consumer demand (Kokkinou, Mitas, et al., 2023; Koninklijke Horeca Nederland, 2023). This risk could be partially mitigated by using data analytics, to gain visibility over demand, and make data-driven decisions regarding allocation of marketing resources, pricing, procurement, etc…. However, this requires investments in technology, processes, and training that are oftentimes (financially) inaccessible to these small SMEs.Benefit for societyThe proposed study touches upon several key enabling technologies First, key enabling technology participation and co-creation lies at the center of this proposal. The premise is that regional hospitality SMEs can achieve more by combining their knowledge and resources. The proposed project therefore aims to give diverse stakeholders the means and opportunity to collaborate, learn from each other, and work together on a prototype collaboration. The proposed study thereby also contributes to developing knowledge with and for entrepreneurs and to digitalization of the tourism and hospitality sector.Collaborative partnersHZ University of Applied Sciences, Hotel Hulst, Hotel/Restaurant de Belgische Loodsensociëteit, Hotel Zilt, DM Hotels, Hotel Charley's, Juyo Analytics, Impuls Zeeland.
In the Netherlands approximately 2 million inhabitants have one or more disabilities. However, just like most people they like to travel and go on holiday.In this project we have explored the customer journey of people with disabilities and their families to understand their challenges and solutions (in preparing) to travel. To get an understanding what ‘all-inclusive’ tourism would mean, this included an analysis of information needs and booking behavior; traveling by train, airplane, boat or car; organizing medical care and; the design of hotels and other accommodations. The outcomes were presented to members of ANVR and NBAV to help them design tourism and hospitality experiences or all.
Hoe kunnen bestemmingen de regie pakken over hun duurzame toeristische ontwikkeling? Hoe zorgen bestemmingen voor de juiste balans tussen wonen, werken en recreëren? Wat is de positie van bedrijven? En welke rollen zijn er voor welke partijen weggelegd?Met de Agenda Bewuste Bestemmingen ontwikkelt CELTH een overkoepelend raamwerk voor de ontwikkeling van een bewuste bestemming. In dit raamwerk onderscheiden we vijf thema's.- Human Capital- Vrijetijdsaanbod- Maatschappelijke infrastructuur- Organiserend vermogen- SmartnessOmdat nog niet alle kennis aanwezig is, leidt de Agenda Bewuste Bestemmingen tot een onderzoeksagenda op de thema’s. Samen met partners ontwikkelen we onderzoeken om antwoord te geven op vragen als:Hoe meet je de juiste balans tussen wonen, werken en recreëren? Met welk instrumentarium kunnen overheden sturen op de gewenste kwantitatieve en kwalitatieve ontwikkeling van vrijetijdsaanbod? Denk hierbij aan de vestiging van hotels en Airbnb of verduurzaming van industrie. Hoe kunnen we de samenwerking vormgeven?
Lectoraat, onderdeel van NHL Stenden Hogeschool