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Service Marketing and Management for Sustainable Hospitality and Tourism in a New Era

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A special issue of Sustainability (ISSN 2071-1050). This special issue belongs to the section "Tourism, Culture, and Heritage".

Deadline for manuscript submissions: closed (4 March 2024) | Viewed by 11662

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Dr. Kisang Ryu

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College of Hospitality and Tourism Management, Sejong University 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Republic of Korea
Interests: hospitality and tourism marketing (e.g., physical environments, emotions, hedonic and utilitarian value, quality assurance (food, service, and atmosphere), image, application of marketing theory); research methodology and statistical applications
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Special Issue Information

Dear Colleagues,

The success of hospitality and tourism businesses depends heavily on the quality of the service they provide to their customers. Given the challenges posed by the global pandemic, rapid technological advancements, and the increasing importance of environmental sustainability, hospitality and tourism operators must revisit their business strategies and craft new or modified tactics to rebuild and/or strengthen their relationships with their customers. In this new era, a deep understanding of target markets, including their changing needs, preferences, and behaviors, is crucial, as is the development of appealing products that will satisfy customer demand. In addition, employees who frequently interact with customers may have a unique opportunity to identify emerging business trends and service opportunities. This Special Issue welcomes submissions on various aspects of service marketing and management issues in the hospitality and tourism industry. Articles that focus on the hospitality and tourism industry, hospitality and tourism marketing, marketing for sustainable hospitality and tourism, sustainability and consumer behavior, product development, product design, perceived value, customer satisfaction, behavioral intentions, theory/model development, and human resource management are particularly welcome (we request that authors follow the instructions at: https://www.mdpi.com/journal/sustainability/instructions).

Topics of interest include, but are not limited to:

The hospitality and tourism industry (e.g., restaurants, coffee shops, hotels, airlines, cruises, conventions, resorts, and museums);
Hospitality and tourism marketing (e.g., physical environments, emotions, attitudes, and perceived value);
Marketing for sustainable hospitality and tourism;
Sustainability and consumer behavior;
Product development and product design;
Customer satisfaction;
Behavioral intentions;
Human resource management;
Application of theory;
Theory/model development.

Dr. Kisang Ryu
Guest Editor

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Sustainability is an international peer-reviewed open access semimonthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 2400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

hospitality and tourism marketing
consumer behavior
customer satisfaction
human resource management

Published Papers (5 papers)

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Research

18 pages, 1091 KiB

Open AccessArticle

Consequences of Psychological Benefits in the Context of Eco-Friendly Indoor Smart Farm Restaurants: The Moderating Role of Curiosity

by Kyuhyeon Joo, Heather Markham Kim and Jinsoo Hwang

Sustainability 2023, 15(21), 15496; https://doi.org/10.3390/su152115496 - 31 Oct 2023

Viewed by 885

Abstract

This study was designed in order to understand the psychological benefits of an indoor smart farm restaurant, which is a restaurant that operates a smart farm inside the restaurant. The study more specifically proposes a conceptual framework that includes psychological benefits, attitudes, and future engagement. In addition, this study investigated whether the impact of psychological benefits on attitude is moderated by curiosity. The data was collected from 317 participants in South Korea. The results revealed that warm glow, nature experiences, and self-expressive benefits positively influenced attitude. Also, attitude, warm glow, and self-expressive benefits significantly affected future engagement. Lastly, the effect of psychological benefits on attitudes is moderated by curiosity. Full article

(This article belongs to the Special Issue Service Marketing and Management for Sustainable Hospitality and Tourism in a New Era)

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13 pages, 241 KiB

Open AccessArticle

Unleashing the Potential of Social Media: Enhancing Intercultural Communication Skills in the Hospitality and Tourism Context

by Seunghee Jin

Sustainability 2023, 15(14), 10840; https://doi.org/10.3390/su151410840 - 11 Jul 2023

Viewed by 3145

Abstract

Intercultural communication skills play a vital role in achieving success in the global hospitality and tourism profession. This study examined the effectiveness of leveraging social media, specifically YouTube (San Bruno, CA, USA), in developing intercultural competence (ICC) among students enrolled in service management courses within the hospitality and tourism department. The research involved 112 Korean students who were divided into two groups: the experimental group (n = 57), which participated in social media-integrated intercultural learning activities; and the control group (n = 55), which engaged in traditional intercultural learning activities. Data were collected through pre- and post-questionnaires using the Intercultural Competence Scale (ICS). The findings indicated that social media-based intercultural activities on YouTube were more effective in improving learners’ ICC levels compared to traditional classroom activities. Significant differences in mean gain scores underscored the impact of social media-based interventions in promoting intercultural learning and fostering meaningful intercultural engagement. The analysis also revealed noteworthy distinctions between the experimental and control groups across various dimensions of ICC. This study emphasized the value of social media platforms, including YouTube, in facilitating positive changes in affective orientation, self-efficacy, behavior performance, and intercultural consciousness. The research provided practical insights for educators and institutions in the hospitality industry to integrate social media-based intercultural activities, thereby enhancing students’ intercultural learning experiences and nurturing their ICC. Full article

(This article belongs to the Special Issue Service Marketing and Management for Sustainable Hospitality and Tourism in a New Era)

21 pages, 1649 KiB

Open AccessArticle

How Do Self-Service Kiosks Improve COVID-19 Pandemic Resilience in the Restaurant Industry?

by Jin-Kyu Kim, Jae-Jang Yang and Yong-Ki Lee

Sustainability 2023, 15(13), 10168; https://doi.org/10.3390/su151310168 - 27 Jun 2023

Cited by 4 | Viewed by 3725

Abstract

As many customers stopped dining out during COVID-19, most restaurants suffered financially. Even after the pandemic, some customers remain wary of being in a crowded place and show resistance to eating out. Restaurants faced with customer resistance and a labor shortage started to adopt electronic devices to minimize human contact and were recognized as having safety protocols in place. Kiosks have gained popularity in the restaurant industry as they can help reduce interpersonal contact, save labor costs, streamline the ordering process, and increase customer satisfaction and loyalty. This study finds that self-service technologies (e.g., kiosks) can be an effective tool for restaurants to utilize in dealing with COVID-wary customers and to remain resilient. This study not only examines various kiosk attributes and their effect on the customers’ experience but also links them to potential revenue growth. By examining a comprehensive set of kiosk attributes, the objective of this study is to understand the role of kiosk attributes in creating a memorable experience for customers based on the concept of the experience economy. The data were collected from 408 restaurant patrons in South Korea who had used self-service technologies. Three analyses were performed using partial least squares structural equation modeling (PLS-SEM), multigroup analysis (MGA), and importance–performance map analysis (IPMA) with SmartPLS 4. The findings are as follows: for male customers, assurance, customization, enjoyment, design, and functionality are considered important aspects of their experience. For female customers, design, enjoyment, and security are important factors in their experience. The finding suggests that males and females consider different attributes in evaluating the technology experience. Additionally, this study finds that a memorable experience with technology affects customers’ intention to revisit the restaurant, playing a mediating role between technology attributes and revisit intention. Lastly, this study finds distinct differences between males and females in their assessment of customization and design. The gender-based differences suggest that men and women assess kiosk technologies differently. Future research may be needed to further investigate the underlying causes of the differences. Full article

(This article belongs to the Special Issue Service Marketing and Management for Sustainable Hospitality and Tourism in a New Era)

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13 pages, 1038 KiB

Open AccessArticle

Determinants of Attitude and the Intention to Stay of Employees in Low-Cost Carriers: Using Justice Theory

by Ryeojin Jang, Won Seok Lee and Joonho Moon

Sustainability 2023, 15(11), 8895; https://doi.org/10.3390/su15118895 - 31 May 2023

Cited by 2 | Viewed by 1352

Abstract

The purpose of this research is to examine the influential attributes of employees’ attitudes and intentions to stay in the domain of human resources management in a low-cost carrier business. Using justice theory as a theoretical underpinning, financial compensation, nonfinancial compensation, coworker relationships, and procedural fairness were derived. The explained attributes of this research were attitude and intention to stay. This study used a survey and collected data on 233 employees in low-cost carriers as survey participants. To test the hypotheses, this study employed structural equation modeling. The results showed that attitude was positively impacted by financial compensation, nonfinancial compensation, coworker relationships, and procedural fairness. The results also revealed the positive effect of coworker relationships and attitudes on the intention to stay. This study sheds light on the literature by ensuring the explanatory power of justice theory in the area of low-cost carrier business. Full article

(This article belongs to the Special Issue Service Marketing and Management for Sustainable Hospitality and Tourism in a New Era)

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15 pages, 960 KiB

Open AccessArticle

How Cultural Intelligence Facilitates Employee Voice in the Hospitality Industry

by Lu Yuan, Hyun Jeong Kim and Hyounae (Kelly) Min

Sustainability 2023, 15(11), 8851; https://doi.org/10.3390/su15118851 - 31 May 2023

Cited by 2 | Viewed by 1834

Abstract

Drawing upon person-environment fit, specifically demands–abilities fit, this paper examines the impact of hospitality employees’ cultural intelligence (CQ) on their voice behavior and job satisfaction. Data were collected from domestic contact employees working for restaurants in three major cities in the United States. The results of the PLS-SEM model show that CQ has a positive effect on employees’ voice behavior through self-efficacy. Further, CQ has a positive effect on job satisfaction through a sequential mediation of self-efficacy and voice. This study contributes to the CQ and voice literature, utilizing CQ as a person’s ability to meet job requirements. This study also has important practical implications for hospitality practitioners who depend on employee voice for the success of organizations in today’s ever-changing global environment. Full article

(This article belongs to the Special Issue Service Marketing and Management for Sustainable Hospitality and Tourism in a New Era)

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Service Marketing and Management for Sustainable Hospitality and Tourism in a New Era

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