The Routledge Handbook of Hospitality Marketing
Edited by Dogan Gursoy
First published 2018 by Routledge
2 Park Square, Milton Park, Abingdon, Oxon OX14 4RN and by Routledge
711 Third Avenue, New York, NY 10017
Routledge is an imprint of the Taylor & Francis Group, an informa business © 2018 selection and editorial matter, Dogan Gursoy; individual chapters, the contributors The right of Dogan Gursoy to be identified as the author of the editorial material, and of the authors for their individual chapters, has been asserted in accordance with sections 77 and 78 of the Copyright, Designs and Patents Act 1988.
All rights reserved. No part of this book may be reprinted or reproduced or utilised in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers.
Trademark notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe.
British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British Library Library of Congress Cataloging-in-Publication Data
Names: Gursoy, Dogan, editor.
Title: The Routledge handbook of hospitality marketing / edited by Dogan Gursoy.
Description: New York : Routledge, 2018. | Includes bibliographical references and index.
Identifiers: LCCN 2017012476 (print) | LCCN 2017037030 (ebook) | ISBN 9781315445526 (Master ebook) | ISBN 9781315445519 (Web pdf) | ISBN 9781315445502 (epub3) | ISBN 9781315445496 (Mobipocket) | ISBN 9781138214668 (hardback : alk. paper)
Subjects: LCSH: Hospitality industry–Marketing.
Classification: LCC TX911.3.M3 (ebook) | LCC TX911.3.M3 R68 2018 (print) | DDC 647.94068/8–dc23
LC record available at https://lccn.loc.gov/2017012476
ISBN: 978-1-138-21466-8 (hbk)
ISBN: 978-1-315-44552-6 (ebk)
Typeset in Bembo by Out of House Publishing
v Contents List of figures x List of tables xi List of contributors xiii Introduction 1 Dogan Gursoy PART I Hospitality marketing concepts 7 1 Hospitality marketing: A historical perspective 9 S. Emre Dilek and Serhat Harman 2 A critical review of hospitality marketing concepts 21 Gaunette Sinclair-Maragh 3 A critical review of market segmentation, target marketing and positioning in hospitality marketing 31 Precious Chikezie Ezeh PART II Hospitality marketing methodologies 41 4 A critical review of hospitality marketing statistical techniques and applications 43 Edward C. Bolden, III 5 Qualitative marketing methodology 54 Rosemarie Neuninger 6 Quantitative marketing methodology and methods 66 Lisa Slevitch
Contents vi
Questionnaire survey design in hospitality marketing 79
PART III Hospitality marketing approaches, functions and strategies 91 8 The foundation of twenty-first-century hospitality marketing strategy 93 Bonnie
9 Product/service management 103
10 Distribution of hospitality products 116 Thomas A. Maier and Frank Ohara 11 Financial marketing decisions in the hospitality industry 132 Albert Barreda 12 Marketing information management 148 Nuray Selma Özdipçiner 13 Selling in the hospitality industry 160 Jeffrey A. Beck 14 Promotion in the hospitality industry 168 Ali Dalgiç, Ozan Güler and Kemal Birdir 15 Advertising in the hotel industry: The influence of emotional appeals in advertising on consumers’ purchase intention in the hotel industry 180
16 Public relations in hospitality marketing 197 W.K.
C. Gnanapala 17 Online distribution channels and yield management in the hotel industry 210
18 Internal marketing 224 Aaron Hsiao and Emily Ma 19 Perceptual and relational approach to hotel brand equity: Measurement, criticism, and challenges 234
7
Yinghua Huang
J. Knutson
Drita Kruja
Ladan Fotouhnezhad
Athula
Baris Civak, Erhan Kaya and Murat Emeksiz
Maja Šerić and Irene Gil-Saura
Contents vii 20 Sensory marketing in hotels: Understanding of sensory triggers for hotel operations 245
Wang
21 The silver segment: A case study on how to adapt marketing strategies to segmentation opportunities in the hospitality industry 255
PART IV Hospitality consumer behavior 269 22 Hospitality consumers’ decision-making 271 Haywantee Ramkissoon 23 Hospitality consumers’ information search behavior: Reinforcement and displacement of traditional media 284 Haywantee Ramkissoon 24 Customer motivation, attitude and beliefs 294 Girish Prayag 25 Relationship marketing management and loyalty in hospitality firms 304 Roya Rahimi,
and
Köseoglu 26 Customer delight: A new marketing strategy to build up trust 313 Soma Sinha Roy 27 Generation Y perspective of hotel disintermediation and user-generated content: The case of Taiwan 323 Giacomo
PART V Impact of culture on hospitality marketing 335 28 Impact of culture on production and delivery of hospitality products/services 337 Shangzhi (Charles) Qiu, Dan Jin and Saerom Wang 29 Impact of culture on hospitality customers’ decisionmaking process 348 Eun-Kyong
Choi,
Bona Kim, Saerom
and Cindy Yoonjoung Heo
Adela Balderas-Cejudo and Olga Rivera-Hernáez
Fevzi Okumus
Mehmet Ali
Del Chiappa and Anestis Fotiadis
(Cindy)
Inna Soifer and Hyun-Woo Joung
30 Hospitality sustainability practices, consumer behavior and marketing
C. Michael Hall
31 Promoting sustainability initiatives in the hospitality industry
Bidisha Burman and Pia A. Albinsson
32 Impact of sustainability practices on hospitality consumers’ behaviors and attitudes: A case of LUX* Resorts & Hotels 384 Vishnee Sowamber, Haywantee Ramkissoon and Felix Mavondo
33 Sustainable practices in Spanish and Hungarian hotels: A Triple Bottom Line approach
Irene Gil-Saura and María-Eugenia Ruiz-Molina
34 A critical review of innovation in hospitality marketing
Eojina Kim, Liang (Rebecca) Tang and Robert Bosselman
35 Innovation in product/service development and delivery 424 Adina Letiţia Negruşa, Valentin Toader and Veronica Rozalia Rus
36 Innovation in hospitality service experience creation and delivery
James Brian Aday, Steve Lui and Andrew R. Walls
37 Integrated marketing communications in the hospitality and tourism industry
Chuhan (Renee) Wang and Ercan Sirakaya-Turk
38 A critical review of the impact of technology and the
Blake H. Bai, Chloe S. Kim, Peter B. Kim and Simon Milne
39 Changes in the distribution of hospitality products and e-commerce
Marios Sotiriadis
Contents viii PART VI Sustainability and the environment 359
361
372
PART VII Innovation in hospitality marketing 411
397
413
437
449
PART VIII Internet and technology 465
467
internet on hospitality marketing
477
Myunghee Mindy Jeon
María Pilar Martínez-Ruiz, Isabel Llodrà-Riera and Ana Isabel Jiménez-Zarco
Shaowu Liu and Gang Li
Contents ix
Impact
sites on hospitality consumer behaviors and product service/delivery 488
40
of peer-to-peer review
41 Social media and hospitality marketing 501
42 Mobile apps and hospitality marketing 512
Personalized hotel recommendations based on social networks 525
Lu Zhang 43
44 The impact of smartphones on hospitality consumer behavior 536
45
hotels
communication framework 551
PART IX Future of hospitality marketing: Trends and analysis 563 46 An overview of trends and challenges in the hospitality industry 565 Chris Ryan 47 Changes in hospitality consumers’ needs and wants 578
Arthur Williams and Stefanie Benjamin 48 Future of hospitality marketing: Trends and challenges 585 Sergio Moreno Gil and J.R. Brent Ritchie 49 The evolving future of sales 599 Richard G. McNeill Index 617
Colin Mang, Natalya Brown and Linda Piper
The effect of user-generated content on consumer responses in
and restaurants: A social
Lawrence Hoc Nang Fong
James
x Figures 9.1 Product life cycle stages 112 10.1 Distribution network 117 11.1 Break-even point graph 139 13.1 Valuable customer information for sales professionals 165 14.1 Advertising revenue market share ($ billions) by media – 2015 169 14.2 Marketing communication tools 170 15.1 Emotional appeal/purchase intention relationship 183 15.2 Dominant emotional appeals/purchase intention relationship 186
Dominant emotional appeals and purchase intentions in both trip mode contexts 187 17.1 Online distribution channels 211 17.2 Channel manager 218 17.3 Online channel management cycle by means of information technologies 220 18.1 Service profit chain 226 19.1 Perceptal and relational approach to hotel brand equity 236 20.1 Five elements of sensory marketing: 3S2T 246 20.2 Process of sensory experience 246 21.1 Conceptual model 258 21.2 Relative weight of segments in each country/region 264 37.1 The facets model of effective advertising 453
Stages in the planning and implementation of IMC 458 37.3 Overall results: October 2015 to July 2016 462 38.1 Key research areas of internet and technology marketing in hospitality and tourism 469 40.1 Rating details on TripAdvisor.com 489 40.2 Rating details on Booking.com 490 40.3 Ratings details on Yelp.com 491 44.1 Mediation mechanisms of smartphones in the touristic experience 539 45.1 An integrative framework of UGC effect on consumer responses 557
Marketing integration between tourism and accommodation 587
15.3
37.2
48.1
xi Tables 1.1 Hotel brand introductions by decade 17 7.1 Popular question formats and examples 82 10.1 Amadeus financial performance 118 10.2 Travelport financial performance 119 10.3 Day in the life profile of a revenue manager 120 10.4 Day in the life profile of a digital channel marketer 122 10.5 Priceline financial profile 124 10.6 Expedia financial profile 125
Hotel price-parity 126 10.8 Orbitz financial performance 129 14.1 Common communication platforms 172 15.1 Albers-Miller and Stafford classification 184 15.2 Distribution of respondents’ answers analysis 188 15.3 Effective dominant appeals in Pleasure trip context 189 15.4 Effective dominant appeals in Non-Pleasure trip context 189 18.1 Four-dimensional measurements of internal marketing 230 18.2 Five-dimensional measurements of internal marketing 230 21.1 Senior tourism travel behaviour 259 27.1 Results of factor analysis 328 27.2 ANOVA and independent T-Tests 329 27.3 Types of travel and online booking of hotels 329 27.4 Perceptions of trust about UGC 330 31.1 Communicating sustainability efforts 377 33.1 Hotels national brand owner company shares (% retail value rsp), Spain 401 33.2 Implementation of sustainable practices in 4- and 5-star hotels in Spain 402 33.3 Hotels national brand owner company shares (% retail value rsp), Hungary 403 33.4 Implementation of sustainable practices in 4- and 5-star hotels in Hungary 404 34.1 Innovation in hospitality marketing 416 37.1 Definitions of IMC 451
The tools of IMCHT 452 37.3 2016 Hotel and Lodging ad winners 454 37.4 Three types of media 455 37.5 A comparison of various media types 456
10.7
37.2
38.1 Reviews of internet and technology in hospitality and tourism
39.1 Hotel bookings: TEMs vs. hotel websites
39.2 Reasons for online bookings through TEMs
42.1 Hotel mobile apps
42.2 Types of mobile app
42.3 Research on users’ intention to adopt mobile apps 518
Tables xii
469
479
479
513
516
Contributors
James Brian Aday, PhD, is an assistant professor in the Department of Hospitality and Tourism Management, College of Business, San Francisco State University.
Pia A. Albinsson is Associate Professor in Marketing in the Walker College of Business at Appalachian State University, Boone, NC, USA. She obtained her PhD in Business Administration from New Mexico State University in 2009. Her research interests include collaborative and green consumption, consumer activism and advertising effectiveness.
Blake H. Bai is a PhD student in School of Hospitality and Tourism at the Auckland University of Technology, Auckland, New Zealand. Research interests include technology innovation, consumer behavior and cultural influence in hospitality and tourism.
Adela Balderas-Cejudo is a research fellow at the Oxford Institute of Population Ageing, University of Oxford, professor at Cámara Bilbao University Business School and assistant professor for the Bachelor’s degree in Gastronomy and Culinary Arts, Basque Culinary Center, University of Mondragon, Spain. Dr. Balderas has a PhD in Business Administration. Her doctoral thesis is on Senior Tourism. She has a Masters in Marketing, an Executive MBA and a Masters in Career Coaching. She also specialized in professional coaching at the University of New York. A consultant in marketing and business skills, Dr. Balderas has a wealth of teaching experience at the undergraduate and graduate levels. She is a lecturer at Esic Business and Marketing School, and is currently director of a Master’s program at Basque Culinary Center, University of Mondragon and is a consultant for different international hotel chains in the hospitality industry. Dr. Balderas is a visiting professor and lecturer at the University of Salamanca (Spain), College of Economics at the University of Xiamen (China), and lecturer at the University of Regensburg (Germany) and University of Northumbria (United Kingdom) for the International Hospitality Management module.
Albert Barreda is an assistant professor in the Department of Hospitality Leadership at Missouri State University. He completed his PhD degree in the Rosen College of Hospitality Management at the University of Central Florida. He earned his Master’s degree in Hospitality and Tourism Management from the Isenberg School of Management at the University of Massachusetts, Amherst, MA. His research focuses on revenue management, vacation ownership, strategic intuition, branding structure, hospitality bankruptcy, corporate finance and information technology. Dr. Barreda’s research has been presented in major industry and research conferences around the world including: Macau, China; Taichung, Taiwan; Portugal, Europe; Seoul, South Korea;
xiii
London, United Kingdom; Hong Kong; and the United States of America. He is the author of several refereed papers in leading academic journals including Tourism Management, Computers in Human Behavior, Journal of Vacation Marketing, Journal of Relationship Marketing and others. He has also received several awards for his research contributions, and has consulting experience in the areas of hotel investment, and market research for hospitality and tourism organizations.
Jeff Beck is an associate professor in the School of Hospitality Business at Michigan State University, where he teaches courses in marketing, sales and revenue management. His research interests include revenue management, sales and ethics in hospitality. Beck is currently the chair of a scientific paper review committee for the ICHRIE annual conference, and an associate editor for the Journal of Hospitality & Tourism Research. He has extensive experience in the hospitality industry, including ten years with Marriott Lodging. He earned his Bachelor’s degree in Marketing from the Kelley School of Business at Indiana University, and his advanced degrees from Purdue University.
Stefanie Benjamin is an assistant professor in the Department of Retail, Hospitality & Tourism Management at the University of Tennessee, Knoxville,TN. She obtained her PhD in Educational Foundations and Inquiry from the University of South Carolina in 2015 and is the author of various published journal papers on tourism. Her research interests are focused on cultural and historical landscapes in relation to heritage tourism in the US South, with special attention devoted to power, politics, and collective memory. She has work experience in marketing and in providing services for consumers in the retail, entertainment and hotel industry. She is also a certified qualitative researcher, as a professional improvisation actor.
Kemal Birdir is a full-time professor in the Department of Tourism Management at Mersin University, Turkey. He obtained a Master’s degree in 2013 and completed his PhD thesis on Hospitality Human Resources Management. His research interests include tourism management and hospitality management.
Edward C. Bolden is the Educational Research and Assessment Specialist in University Technology at Case Western Reserve University. He received his PhD in Evaluation and Measurement from Kent State University, where he serves as an adjunct instructor and conducts research with faculty from the Hospitality Management program. His area of research interest is applied statistics and research design.
Robert Bosselman is a full professor and a department chair in the Department of Apparel, Events, & Hospitality Management, College of Human Sciences at Iowa State University, Ames, IA, USA.
Natalya Brown is an associate professor in the Nipissing University School of Business and Department of Political Science, Philosophy and Economics. Her research interests include eco-tourism and the adoption of sustainable practices by small and medium-sized tourism establishments.
Bidisha Burman is an Associate Professor in Marketing in the College of Business at Mary Washington University, Fredericksburg, VA, USA. She obtained her PhD in Marketing from Louisiana State University in 2004. Her research interests include pricing, green/sustainability marketing, services marketing, judgment and decision-making, and advertising effectiveness.
Contributors xiv
Eun-Kyong (Cindy) Choi is an assistant professor in the Department of Nutrition and Hospitality Management at the University of Mississippi. Her research is centered on social media marketing, service recovery and customer behavior in the hospitality industry.
Baris Civak is a research assistant. He has undergraduate and graduate degrees in tourism management. He is currently studying for a doctorate in the field of tourism management. He has conducted studies and publications within this field on yield management, online distribution channel management, front office management, organization theory and accessible tourism. Since 2013, he has continued his academic career at Anadolu University, Faculty of Tourism.
Ali Dalgiç is a research assistant and PhD candidate in the Department of Tourism Management at Mersin University. He completed his Master of Science degree in Management in December 2013. His research interests include event management, alternative tourism and special interest tourism.
Giacomo Del Chiappa, PhD, is Associate Professor of Marketing at the Department of Economics and Business, University of Sassari (Italy), and associate researcher at CRENoS. His research is related to destination governance and branding, consumer behaviour and digital marketing.
S. Emre Dilek is an assistant professor in the Department of Gastronomy and Culinary Arts, School of Tourism and Hotel Management at Batman University, Batman, Turkey. In 2012 he completed his Master’s thesis, titled Green Marketing Applications in Tourism Businesses: A Field Research . In this thesis, the relationship between tourism and the environment was questioned, and the concept of green marketing and green marketing related implementations in tourism were researched. In 2016 he completed his PhD thesis, titled Evaluation of Moral Responsibility of Tourism Regarding Animals in the Context of Meta- Criticism . This study conducted a critical analysis by introducing areas where animals are commodified in the tourism industry. His research interests tourism sociology, tourism and animal ethics, philosophy and green marketing.
Murat Emeksiz has undergraduate, graduate and PhD degrees in tourism management. He executed a national project on small and medium-sized hospitality businesses from 2005 to 2007. He has published articles in the International Journal of Hospitality Management and the Journal of Hospitality Marketing & Management. He has conducted studies and produced publications in the areas of yield management, convention and event management, small tourism businesses, individual outdoor activities, sustainable urban tourism and small tourism regions. Since 1995, his academic career has continued at the Faculty of Tourism, Anadolu University.
Precious Chikezie Ezeh is a PhD candidate in the Department of Marketing at Nnamdi Azikiwe University, Awka, Anambra State, Nigeria. He has a Master’s of Science (MSc), Bachelor of Science (BSc), Post Graduate Diploma (PGD), and Higher National Diploma (HND) in Marketing. Ezeh is a lecturer at Federal University Gusau, Zamfara State, Nigeria in the Department of Business Administration. He has spent over 15 years in hospitality management and as a management trainer. He has lectured in Hospitality Marketing as a part-time lecturer at Federal Polytechnic Oko, Anambra State, Nigeria, in the Departments of Marketing and Hospitality Management, and Tourism. Ezeh has co-authored and published four books on marketing, written over ten articles, and presented numerous papers on hotel management at many
Contributors xv
conferences. Ezeh’s research interest is on the marketing of services (hotel and finance). Ezeh is a member of many international and national professional bodies, including the Hospitality and Tourism Management Association of Nigeria, which he joined in 2009. He is a consultant to many hotels in Nigeria.
Lawrence Hoc Nang Fong is an assistant professor in the Faculty of Business Administration at the University of Macau. His research interests include social media marketing, technology adoption and online consumer behaviour in the fields of hospitality and tourism.
Anestis Fotiadis, PhD, is a member of the academic teaching and research staff at Zayed University, Abu Dhabi, United Arab Emirates. His research and teaching is related to rural tourism, small-scale sports event management, and sustainable development.
Ladan Fotouhnezhad is a market analyst at the Business Strategy and Marketing Department of Sarava Pars, Iran. She is an MBA Marketing graduate from UKM University, Kuala Lumpur, Malaysia. She graduated in 2013 from UKM and is a peer reviewer for Elsevier journals. Her research interests include advertising and the hospitality industry, as well as entrepreneurship.
Irene Gil-Saura is Full Professor in Marketing and Chair in the Department of Marketing at the University of Valencia, Spain. Her research is centered on services marketing, consumer behavior and retailing. Her articles have appeared in many journals, such as Tourism Management, Industrial Marketing Management, International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, The Service Industries Journal, Annals of Tourism Research, Journal of Vacation Marketing and Journal of Hospitality Marketing & Management.
W.K. Athula C. Gnanapala is a senior lecturer in the Department of Tourism Management, Faculty of Management Studies, Sabaragamuwa University of Sri Lanka. Dr. Gnanapala obtained his first degree, a BSc in Tourism Management, from the Sabaragamuwa University of Sri Lanka in 1997, followed by an MSc in Management at the University of Sri Jayewardenapura. He obtained his doctoral degree in Tourism Management from the Xiamen University, China.
Ozan Güler is a research assistant in the Department of Tourism Management at Mersin University, Turkey. He obtained a Master’s degree in 2013 and is writing up his PhD thesis on consumer behavior. His research interests include tourism marketing and gastronomy.
Dogan Gursoy is the Taco Bell Distinguished Professor in the School of Hospitality Business Management at Washington State University and the Editor-in-Chief of the Journal of Hospitality Marketing & Management. His research interests include services management, hospitality and tourism marketing, tourist behavior, travelers’ information search behavior, community support for tourism development, cross-cultural studies, consumer behavior, involvement and generational leadership. His research has been published broadly in refereed Tier I journals such as Annals of Tourism Research, Journal of Travel Research, Tourism Management, International Journal of Hospitality Management and Journal of Hospitality & Tourism Research. He has also developed and designed the “Hotel Business Management Training Simulation” (www.hotelsimulation.com/), a virtual management training game where participants are divided into teams and assigned the task of running 500-room hotels in a competitive virtual marketplace.
Contributors xvi
C. Michael Hall is a professor in the Department of Management, Marketing and Entrepreneurship at the University of Canterbury, New Zealand; docent, Department of Geography, University of Oulu, Finland; and a visiting professor at Linneaus University, Kalmar, Sweden.
Serhat Harman obtained his Bachelor’s degree in Tourism Management from Canakkale Onsekiz Mart University in 2004. He received a Master’s degree from Canakkale Onsekiz Mart University, Institute of Social Sciences, in 2007. Harman received his PhD from Canakkale Onsekiz Mart University, Institute of Social Sciences in 2007. He is working as an associate professor at Batman University. His research focuses on different aspects of tourist behavior.
Cindy Yoonjoung Heo is an assistant professor at Ecole hôtelière de Lausanne, Switzerland (HES-SO/University of Applied Sciences Western Switzerland). Her research interests include the strategic elements of revenue management, consumer behavior and sharing economy. Her academic articles have appeared in Annals of Tourism Research, Tourism Management and the International Journal of Hospitality Management.
Aaron Hsiao is a lecturer in the Department of Tourism, Sport and Hotel Management at Griffith University, Australia. His research focuses on cross-cultural management, organisational citizenship behaviour, and internal marketing. He is also developing an interest in work-integrated learning (WIL).
Yinghua Huang is an assistant professor in the Department of Hospitality Management at San José State University. She received her PhD in Hotel and Restaurant Administration from Oklahoma State University. Her research interests include destination marketing, place attachment, service management and research methods.
Myunghee Mindy Jeon is an associate professor at Salem State University. Her research interests are focused in the areas of lodging management and tourism, more specifically hospitality information technology, social media, customer behavior, and resident quality of life in tourism destinations.
Ana Isabel Jiménez-Zarco is Associate Professor of Innovation and Marketing at the Open University of Catalonia, Spain. Her main research interests include tourism, product innovation, and brand image. Professor Jiménez-Zarco has published in Tourism Management and Computers in Human Behavior, and in other journals.
Dan Jin is a Master’s student at the School of Hospitality and Tourism Management, Purdue University, Indiana, USA. Her research interests include hospitality service failure and hospitality technology.
Hyun-Woo Joung is an assistant professor at the Department of Nutrition and Hospitality Management, University of Mississippi. His main research interests are generational differences in restaurant service management and human resource management.
Erhan Kaya is currently Vice President of Business Development and Marketing at Hotel Linkage, a leading name within the US hospitality industry; its R&D office is located in Istanbul, Turkey. His undergraduate, graduate and MBA degrees are in tourism management. He has been
Contributors xvii
working in the travel industry for almost 20 years. He has expertise is yield management and online travel technologies, with a passion for internet and technology.
Bona Kim is an assistant professor in the Department of Business and Tourism at Mount Saint Vincent University, Canada She obtained her PhD in Hotel & Tourism Management from the Hong Kong Polytechnic University. Her research interests include sensory marketing, hospitality management, tourism experience, tourist well-being, pilgrimage and religious tourism.
Chloe S. Kim is a PhD candidate in the School of Hospitality and Tourism at Auckland University of Technology, Auckland, New Zealand. Her research interests include social media marketing and customer relationship management in hospitality and tourism, with her work portfolio including brand development for hospitality businesses.
Eojina Kim is an assistant professor in the Department of Hospitality and Tourism Management, Pamplin College of Business,Virginia Tech, Blacksburg,VA, USA.
Peter B. Kim is an associate professor in the School of Hospitality and Tourism at the Auckland University of Technology, Auckland, New Zealand. He obtained his PhD in Hospitality and Tourism Management from Virginia Tech University. His research interests include service management and marketing and strategic human resource management.
Bonnie J. Knutson is a professor in the School of Hospitality Business, Michigan State University. Dr. Knutson has had countless articles published in industry and academic publications, authored M3: Membership Marketing in the Millennium and is editor-emeritus of the Journal of Hospitality and Leisure Marketing. She has been named a MSU Distinguished Faculty and a MSU Distinguished Alumni. Dr. Knutson has also received the Hospitality Business Alumni Association Lifetime Academic Achievement Award, the esteemed Withrow Award for teaching and research in the Broad College of Business, and the prestigious Golden Key Teaching Excellence Award for outstanding instruction and dedication to students.
Mehmet Ali Köseoglu joined the School of Hotel and Tourism Management, Hong Kong Polytechnic University as assistant professor in 2016. He teaches strategic management in the hospitality industry. He has teaching experience from the USA, Turkey and Kuwait. His research interests are strategic management and bibliometric analysis. His research has been published in top-tier journals such as Annals of Tourism Research, International Journal of Hospitality Management, Journal of Travel & Tourism Marketing, International Journal of Contemporary Hospitality Management, Anatolia, Business Research Quarterly and Scientometric
Drita Kruja is Professor of Services Marketing and Marketing Research in the Management & Marketing Department at the European University of Tirana, Albania. She is involved in a wide range of academic and scientific activities, which are mainly related to marketing and tourism problems.
Gang Li is an associate professor in the School of Information Technology at Deakin University, Australia.
Shaowu Liu is a postdoctoral researcher in the Advanced Analytics Institute at the University of Technology Sydney, Australia.
Contributors xviii
Isabel Llodrà-Riera is Coordinator of Cibersociety at Fundació Balear d’Innovació i Tecnologia, Spain. Her research interests fall in the areas of social media and tourism, and she has published in Tourism Management and International Journal of Quality and Service Sciences, among other journals.
Steve Lui is the Director, IT Field Services West/Hawaii Region, for Hilton Hotels Corporation. Mr. Lui is also an industry lecturer in the Department of Hospitality and Tourism Management, College of Business, San Francisco State University.
Emily (Jintao) Ma is an associate professor in the Department of Hospitality & Tourism Management at the University of Massachusetts, Amherst, USA. Her research interests include organizational behavior in hospitality and tourism contexts, and employee and customer experience in hospitality and tourism organizations.
Thomas A. Maier is Associate Professor of Hospitality Management at the School of Management, University of San Francisco, San Francisco, CA, USA. He has published in hospitality peerreviewed journals on hotel and restaurant revenue management. His work has been presented at several domestic and international conferences, including the Cornell University Hospitality Research and EYEFOR Travel Inc., North American Travel Distribution Summits.
Colin Mang is an adjunct professor in the School of Business at Nipissing University. His research interests include consumer adoption of new technologies, including tablets and smartphones.
María Pilar Martínez-Ruiz is Associate Professor of Marketing at the Marketing Department, University of Castilla-La Mancha, Spain. Her research interests fall in the areas of tourism, retailing and ICT. Professor Martínez-Ruiz has published in Tourism Management, European Journal of Marketing and in other journals.
Felix Mavondo works at the Monash Business School Department of Marketing, Monash University. Professor Mavondo has extensively published his research and is on the editorial board of several marketing, management and tourism journals. He often acts as an ad hoc reviewer for most of the top marketing and tourism journals. Professor Mavondo’s current research interests include sustainable tourism, dynamic capabilities and supply chain management, and strategic marketing.
Richard G. McNeill has been a professor at Northern Arizona University (NAU), W.A. Franke College of Business, School of Hotel and Restaurant Management in Flagstaff, Arizona since fall 1989. He teaches international business, marketing and sales. Additionally, he consults with the hospitality industry, specializing in the convergence of marketing/sales/revenue management in the digital era to generate top-line revenue. Dr. McNeill holds a doctorate (Ed.D) from Arizona State University, specializing in educational leadership, organization, and policy studies. He has been a member of the Hospitality Sales and Marketing Association since the 1980s. Dr. McNeill holds two of this association’s certifications: Certified Hospitality Marketing Executive and Certified Hospitality Sales Executive. Additionally, he is a member of the American Marketing Association. Dr. McNeill was the lead co-author of a 2006 hospitality text: Selling Hospitality: A Situational Approach. Most recently, he completed the draft of his next book (working title): Hospitality Selling Today: TraDigital Convergence and Collaboration. He is the author of numerous hospitality sales and marketing articles and conference proceedings.
Contributors xix
Simon Milne is Professor of Tourism in the School of Hospitality and Tourism at the Auckland University of Technology, Auckland, New Zealand. He obtained his PhD in Economic Geography from Cambridge University. His research interests include links between technology, customer satisfaction, and tourism economic development.
Sergio Moreno Gil is Director of Institutional Relations at UNESCO Chair of Tourism Planning and Sustainable Development, Universidad de Las Palmas de Gran Canaria, Spain. In the past, he has worked for Hilton Hotels in Germany, TUI Group Spain and as a visiting researcher at the World Tourism Research Centre (UoC – Canada). Dr. Moreno is an external expert advisor for the European Commission on tourism projects. He has written more than 20 books and book chapters, and 30 international papers.
Adina Letit ia Negrusa serves as an associate professor at the Faculty of Business at Babeş-Bolyai University, Romania. She obtained her PhD in Management in 2004 and her research interests relate to hospitality and tourism management and managing the innovation process.
Rosemarie Neuninger works in the Department of Marketing at the University of Otago. Her research specializes in the application of qualitative and quantitative research methods. She has a background in investigating consumer behavior and decision-making in different product categories. Her research interests also include sustainable food production, food and beverage marketing, and business practices.
Frank Ohara is the Chair and associate professor in the Department of Finance at the School of Management, University of San Francisco, San Francisco, CA, USA. With over 15 years’ financial management and administrative experience in the computer manufacturing and financial services industries, he brings extensive knowledge of corporate financial reporting and analysis as well as financial case and statement analysis to the university.
Fevzi Okumus is a professor within the Hospitality Services Department at the University of Central Florida’s Rosen College of Hospitality Management. He was the founding Chair of the Hospitality Services Department from 2007 to 2013. He received his PhD in Strategic Hotel Management from Oxford Brookes University, UK. His research areas include strategy implementation, strategic human resources management, corporate social responsibility, competitive advantage, knowledge management, crisis management, destination marketing, information technology and developing countries. He has widely published in leading journals. He has an h-index of 28 and his publications have received over 3,300 citations. He is the Editor-in-Chief of the International Journal of Contemporary Hospitality Management (IJCHM) and also serves on the editorial boards of 21 international journals. He is a frequent speaker at international conferences.
Nuray Selma Özdipçiner has received her Bachelor’s and Master’s degrees from the marketing department at Marmara University. She received her doctorate from the tourism business department at Adnan Menderes University. She has been working at Pamukkale University since 1994. Her research interests are tourism marketing, health tourism and consumer behavior.
Contributors xx
Linda Piper is an assistant professor at the Nipissing University School of Business and a PhD candidate. Her research interests include ecotourism, sustainable tourism and corporate social responsibility.
Girish Prayag is a Senior Lecturer in Marketing in the Department of Management, Marketing and Entrepreneurship at the University of Canterbury, New Zealand. He received his PhD in Tourism Management from the University of Waikato (New Zealand). His research interests are related to the emotional experiences of tourists, tourism market segmentation, organizational resilience, and destination marketing.
Shangzhi (Charles) Qiu is a PhD candidate in the School of Hospitality and Tourism Management at Purdue University, Indiana, USA. His research interests include cross-cultural consumer behavior, consumer irrational decisions and health tourism.
Roya Rahimi joined the Business School at the University of Wolverhampton as a lecturer in 2014. She teaches across tourism, hospitality and events subject areas. Her research interests are CRM, relationship marketing, organizational culture, human resource management, gender equality and tourism higher education. Her work has been published in top-tier journals such as Annals of Tourism Research, Journal of Tourism & Hospitality Research, Journal of Travel & Tourism Marketing, International Journal of Contemporary Hospitality Management and Anatolia. Her work has also been presented at various international conferences and appears in book chapters published by Routledge, CABI, Emerald and IGI. She sits on the editorial board of the Journal of Hospitality and Tourism Technology and European Management Review, and also serves as reviewer for a number of leading journals. In 2016, Rahimi received the Valene L. Smith Prize for the best presented paper at the International Conference of Service Quality in Hospitality & Tourism in Isfahan.
Haywantee Ramkissoon is an associate professor and Director of the Tourism Research Cluster at Curtin Business School, and Senior Research Fellow at Monash University. She holds two doctoral degrees in Tourism and Applied Environmental Psychology. Ramkissoon publishes in leading tourism journals such as Annals of Tourism Research, Tourism Management, Journal of Travel Research, Journal of Sustainable Tourism and Tourism Analysis. She is the book review editor for Current Issues in Tourism and is the research note editor for Journal of Hospitality Marketing & Management. Ramkissoon serves on 14 editorial boards of high-quality journals in her field.
J.R. Brent Ritchie holds the Professorship of Tourism Management in the Haskayne School of Business at the University of Calgary. He also serves as Chair of the University’s World Tourism Education and Research Centre. Dr. Ritchie, who was the Founding Chair of the United Nations World Tourism Organization’s Tourism Education and Science Council, is the recipient of numerous awards recognizing his extensive contributions to research and publication in the field. They include the TTRA Lifetime Achievement Award and the UNWTO Ulysses Prize.
Olga Rivera-Hernáez has a degree in Economics and Business Administration from the University of Deusto, and a PhD in Economics and Business Administration from the Autonomous University of Madrid. She is Professor of Organization and Corporate Policy and her research activity is centered on business competitiveness and innovation, knowledge management and
Contributors xxi
organizational learning, communities of practice, transformation and change management. Dr. Rivera belongs to the Deusto research team on Innovation and Organization Management in the Knowledge Society, a team that she launched in 1995 and led until 2009. In recent years, and after her role as Deputy Minister of Quality, Research and Health Innovation in the Basque Government, she has implemented these lines of research in the socio-health sector, and in the silver economy. She has published dozens of articles in international indexed publications, most recently focused on senior tourism and active and healthy aging.
Veronica Rozalia Rus is a lecturer at the Faculty of Business, Babeş-Bolyai University, Romania. She obtained her PhD in Cybernetics and Economic Statistics in 2009 and her research interests relate to decision support systems and hospitality information systems.
María-Eugenia Ruiz-Molina is Associate Professor in the Marketing Department of University of Valencia, where she earned her PhD in Business Administration and Management. She has also been a lecturer at several universities: Universitat Jaume I in Castellón, Polytechnical University of Valencia, University at Albany and the Virtual University of Catalonia (Universitat Oberta de Catalunya). Her research interests focus on services marketing, consumer behavior and retailing.
Chris Ryan is a professor and Director of the China-New Zealand Tourism Research Unit, the University of Waikato Management School, Hamilton, New Zealand.
Maja Šeric ’ is an assistant professor in the Department of Marketing at the University of Valencia in Spain. Her research is focused on integrated marketing communications, brand equity and hospitality marketing. Her papers have been published in a number of hospitality and tourism leading journals, such as the International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, Journal of Hospitality Marketing & Management, Tourism Management, International Journal of Tourism Research, Journal of Destination Marketing & Management, Journal of Vacation Marketing and others.
Gaunette Sinclair-Maragh is an associate professor in the School of Hospitality and Tourism Management at the University of Technology, Jamaica. She holds a PhD in Business Administration with a specialization in Hospitality and Tourism Management from Washington State University in the USA. Her research interests include tourism planning and development, destination marketing, attraction management and event planning management.
Soma Sinha Roy is an assistant professor in the discipline of Marketing Management at Amity University Kolkata, India. She obtained her PhD from the Indian Institute of Technology, Kharagpur, India in 2015. Her research interests include customer delight, services marketing, consumer behavior and brand management. Besides teaching, she is interested in research and publications.
Ercan Sirakaya-Turk is a professor and the Associate Dean for Research, Grants, Graduate and International Programs in the College of Hospitality, Retail and Sports Management at the University of South Carolina. Dr. Sirakaya-Turk was the founding Editor-in-Chief for e-Review of Tourism Research, the online tourism research bulletin; since 2015, he has been the Editorin-Chief of the journal of Tourism Analysis. He teaches tourism, marketing, tourism economics and advanced research methods classes while overseeing faculty grants, research, graduate and international programs of four departments in his college. His current research focuses around destination branding, tourist behavior, associative networks and sustainable tourism.
Contributors xxii
Lisa Slevitch is currently an associate professor in the School of Hotel and Restaurant Administration at the College of Human Sciences at Oklahoma State University. Her research interests are in the areas of hospitality marketing and management, particularly in the field of determinants of customer satisfaction, consumer behavior and sustainability. Her articles have been published in the International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, Cornell Hospitality Quarterly and other reputable hospitality and tourism journals. Dr. Slevitch is an active member of professional and academic hospitality associations. Currently, she serves on the Board of International Society of Travel and Tourism Educators.
Inna Soifer is an instructor in the Kemmons Wilson School of Hospitality and Resort Management at the University of Memphis. With over a decade of experience in the hospitality industry, she teaches lodging management and event planning courses.
Marios Sotiriadis is a visiting professor at the University of South Africa, South Africa and at University of Ningbo, China. Formerly he was a professor in the Tourism Business Management Department, TEI of Crete, and a tutor at the Hellenic Open University, Greece. He received his PhD in Tourism Management from the University of Nice Sophia-Antipolis, Nice, France. He is the author of nine books and monographs, three distance learning manuals and three e-learning materials on aspects of tourism marketing and management. He has undertaken a variety of research and consultancy projects (e.g., feasibility studies, business plans, marketing research and plans, and human resources projects) for both public and private organizations of the tourism and travel industry. His research and writing interests include tourism destination and businesses marketing and management. His articles have been published by international journals and presented at conferences.
Vishnee Sowamber is a sustainable development strategist at LUX* Resorts & Hotels group, who offers expertise and provides leadership-level support for sustainability. She holds an MBA, a BSc in Tourism & Hospitality Management, and is in her final year of Bachelor of Laws (LLB). She has very strong leadership skills which drive decision-making in strategic reviews (projects such as Global Reporting Initiative, integrated annual report, the Stock Exchange of Mauritius Sustainability Index, carbon offsetting, energy efficiency projects; water optimization, waste management, corporate social responsibility projects management in collaboration with various national and international bodies). She undertakes a range of activities concerned with sustainable development policy making and strategy, which include drafting guidance, making recommendations, reviewing policy and procedure, and researching new initiatives.
Liang (Rebecca) Tang is an associate professor in the Department of Apparel, Events, & Hospitality Management, College of Human Sciences, Iowa State University, Ames, IA, USA.
Valentin Toader is a lecturer at the Faculty of Business, Babeş-Bolyai University, Romania.He obtained his PhD in International Economic Relations in 2008, focusing on the economics of tourism and macroeconomics. Between 2011 and 2013, he was the regional coordinator on an interregional project promoting innovation in rural tourism – Innovative and Responsible Tourism Territories (www.iartterritories.com).
Andrew R. Walls, PhD, is an associate professor in, and the Department Chair of the Department of Hospitality and Tourism Management, College of Business, San Francisco State University.
Contributors xxiii
Chuhan (Renee) Wang is a PhD candidate in Hospitality Management at the University of South Carolina, Columbia, USA. She received her Bachelor’s degree in Hospitality and Tourism Management from the cooperative program of Tianjin University of Commerce and Florida International University. She received her Master’s degree in Hospitality and Tourism Management from Virginia Tech, Virginia, USA where she was a teaching assistant while also interning at a local winery as the Marketing Director Assistant. She also worked on campus for the President of Virginia Tech and the Inn at Virginia Tech for three years. She received various academic scholarships and won a research grant from the Office of the Vice President for Research at the University of South Carolina. She has attended and presented several academic papers at national and international conferences such as the Graduate Conference and TTRA. She teaches introductory courses on tourism, hospitality, and tourism and hospitality marketing. Her research interests mainly focus on social media and digital marketing, hotel emerging technology and big data analysis.
Saerom Wang is a PhD student at the School of Hospitality and Tourism Management at Purdue University, Indiana, USA. She obtained her M.S. from the School of Hospitality and Tourism Management at Sejong University, Republic of Korea. Her research interests include hospitality marketing, social media in tourism marketing and consumer behavior.
James Arthur Williams is an assistant professor in the Department of Retail, Hospitality & Tourism Management, University of Tennessee, Knoxville, TN. He obtained his PhD in Hospitality Management from Iowa State University in 2012 and is the author of several published journal papers, as well as a bestselling memoir, From Thug to Scholar: An Odyssey to Unmask my True Potential. His research interests are in transformational leadership, soft skills, emotional intelligence, mentorship and hospitality pedagogy. He is an actor and former professional arena football player and held leadership roles in lodging, the United States Air Force, banking, manufacturing, sales and education.
Lu Zhang is an assistant professor in the School of Hospitality Business, Michigan State University. Her research interests center on topics related to digital marketing such as online reviews (e.g., how customers process online reviews) and m-commerce (e.g., last-minute booking using mobile devices).
Contributors xxiv
