Welcome to Boston Hospitality Review: Consumer Behavior Edition Let’s cut to the chase. What was “at your service” has been replaced by consumers expecting to have services “on-demand.” The imagery of a butler in white gloves carrying a silver tray has been replaced by shouting across the room, “Hey Alexa,” followed by a command in […]
By Lydia Hanks, Ph.D., Florida State University, and Makarand Mody, Ph.D., Boston University School of Hospitality Administration We are delighted to present this special issue on consumer behavior for the Boston Hospitality Review. While Covid-19 has had a profound impact on the hospitality and tourism industry, in many ways, it has fundamentally altered how we […]
By Lu Zhang, Ph.D., Associate Professor, Michigan State University, and Wei Wei, Ph.D., Associate Professor, University of Central Florida Introduction Celebrity endorsement as an effective marketing tool has long been recognized by hotels, restaurants, and tourist destinations. It has a positive impact on brand image, consumer buying behavior, as well as firms’ financial performance. Companies spend […]
“What guests really remember about a hotel is not service (the task that is expected) but it [is] the hospitality that is exhibited.” – Montgomery, 2016 By Lu Lu, Ph.D., Assistant Professor, Temple University Service Interactions – Why Does it Matter? The hospitality industry thrives on producing exceptional customer service. Different from other businesses, hospitality […]
By Lisa Gao, Assistant Professor, The Hong Kong Polytechnic University – School of Hotel and Tourism Management Loyalty reward programs are common in the hospitality and tourism industry. Given the staggered tourism growth under the Covid-19 pandemic, hospitality companies’ sustainable and socially responsible strategies are considered a key competitive advantage to win customers. Philanthropic initiatives, […]
By Sungwoo Choi, Ph.D., Research Assistant Professor, School of Hotel and Tourism Management, The Chinese University of Hong Kong & Lisa C. Wan, Ph.D., Associate Professor, School of Hotel and Tourism Management, The Chinese University of Hong Kong Introduction The current wave of service technologies is service robots, “system-based autonomous and adaptable interfaces that interact, communicate and […]
By: Nathan Line, Cecil B. Day Distinguished Professor, Dedman College of Hospitality, Florida State University Managers of service organizations have long understood the importance of creating a service environment that is both aesthetically appealing and conveniently functional. The design of consumption space is especially important in the hospitality industry where the duration of the consumption […]
By Alex Gibson, Assistant Head of School, School of Marketing, TU Dublin, and Barry Rogers, Smart Tourism Programme Manager, Smart Dublin Abstract As technology advances, its application in the tourism domain has continued to expand. Among the most promising ways technology can be deployed in this context are digital trails. Immersive technology and AR (Augmented Reality) […]
By Lydia Hanks, Ph.D., Flordia State University, Makarand Mody, Ph.D., Boston University School of Hospitality Administration, and Noah Katcher, Boston University The way in which customers interact with restaurants is shifting rapidly, and the nature of the restaurant experience continues to evolve. The ubiquity of digital platforms has created unique opportunities for restaurants to engage their […]
By J. Bruce Tracey, Professor, Cornell University and James Houran, Managing Director, AETHOS Consulting Group As the world attempts to recover from the seemingly endless Covid-19 pandemic, many hospitality companies have placed considerable emphasis on creating more engaging and enriching customer experiences. Indeed, there is growing evidence that customers are looking for something more and […]