Journal of Quality Assurance in Hospitality & Tourism

Includes bibliographical references.

Asian medical marketing, a review of factors affecting Asian medical tourism development -- Hotel restaurants' challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams -- Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka -- Effects of the hospitality industry's code of ethics on organizational performance -- Vacationers' norm-based behavior in developing environmentally sustainable cruise tourism -- Motivations behind Consumers' Organic Menu Choices: The Role of Environmental Concern, Social Value, and Health Consciousness -- A framework toward sustainable ecotourism value chain in the Philippines -- Customers' perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: moderating roles of gender and restaurant types -- Urban residents' place-based perceptions and attitudes toward tourism development: a comparison between the United States and China -- Innovation and performance in the hotel industry -- The Mediating Effects of Job Satisfaction and Organizational Commitment on Turnover Intention, in the Relationships Between Pay Satisfaction and Work-Family Conflict of Casino Employees -- A Research on Professional Tour Guides Emotional Intelligence and Problem-Solving Skills -- Key Components for Organizing Architectural Tours in Isfahan, Iran -- The Economic Dimension of Quality in Tourism: Perceptions of Portuguese Public Decision Makers at the Local Level -- Sustainability indicators for festival tourism: A multi-stakeholder perspective -- Multiple attributes of cycling tourism in travelers' decision-making process -- Enhancing customers' brand loyalty via branded hotel apps -- Examining the Linkages of Community Intervention Strategies and Destination Quality of Ecotourism Destinations.

[Article Title : Asian medical marketing, a review of factors affecting Asian medical tourism development / Azim Zarei and Fatemeh Maleki, p. 1-15] Abstract : Recently, medical tourism has been considered as a profitable economic sector in developing countries. In this study, we have reviewed articles from 2000 to 2017 on medical tourism marketing in Asian countries. We have found that perceived service quality and satisfaction are the most important factors to attract medical tourists. Moreover, a lack of factors like coordination among medical market stakeholders, medical services quality, insurance coverage, and effective laws are the major barriers to medical travel cited in studies. The results suggest that more specific models should be presented for Asian medical marketing, especially in niche markets of this industry.;[Article Title : Hotel restaurants' challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams / Sanghyeop Lee, Kai-Sean Lee, Bee-Lia Chu, and Heesup Han, p. 16-43] Abstract : Hotel restaurants are of great importance in hotels, and the factors for this have so far been considerably understudied. This study investigated the challenges and critical success factors (CSFs) of restaurants owned and operated by five-star luxury hotels in Klang Valley, Malaysia. Four exemplar hotels were studied and 10 respondents responsible for hotel restaurants' planning and operations were sampled in this multiple case study approach. A total of 13 challenges were identified, and thematic analysis found 10 common CSFs crucial to hotel restaurants. Among the 10 CSFs, 2 distinctive CSFs were identified playing exceptional roles, including: (1) the inseparable linkage between hotel restaurants and support centers, as well as (2) the inseparable linkage between hotel restaurants and revenue streams. Moreover, this study broadened the retrospective understanding of the term "inseparability" in service organizations, and also contributed several implications for hotel restaurant managers to incorporate into their businesses.;[Article Title : Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka / Sriyalatha Kumarasinghe, Craig Lee and Chandika Karunasekara, p. 44-65] Abstract : Using the SERVQUAL model, this study analyses the survey data from 400 local and foreign guests of five-star hotels in Sri Lanka. The study discovered local visitors were less satisfied with the assurance aspect of hotel service, while foreign visitors were less satisfied with the empathy aspect. Overall, foreign visitors had higher expectations and perceptions of hotel service compared to locals. The study demonstrates variations between local and foreign visitors' perception and satisfaction of hotel service quality. This sheds light on differing treatments expected by foreign visitors than their domestic counterparts which is useful in strategic decision-making and service improvement.;[Article title : Effects of the hospitality industry's code of ethics on organizational performance / Pimtong Tavitiyaman, Alina Zhang, Hin Cheung Annie Ko and Artie W. Ng, p. 66-88] Abstract : Ethics refers to a system of rules, moral principles, and standards that govern behaviors and moral judgements. A code of ethics is a "written expression of an organization's ethical norms and values that applt to all related stakeholders".;[Article title: Vacationers' norm-based behavior in developing environmentally sustainable cruise tourism / Heesup Han, Jongsik Yu,Bonhak Koo and Wansoo Kim, p. 89-106] Abstract: The cruise industry has faced the greening issue. The present research was designed to explicate cruise travelers' decision formation for choosing an environmentally responsible cruise product rather than a conventional cruise. To achieve the research purpose, we employed a norm activation theory (NAT) and extended it by including social norms and anticipated feelings. An online survey was used as survey methodology. The validated measures in the previous studies were used. Results of the measurement model assessment revealed that the utilized measures contained a satisfactory level of reliability and validity. Findings from the modeling comparison showed that the proposed extended model included a better ability to predict passengers' pro-environmental intentions than the original NAT. Our findings further indicated that personal norm and ascribed responsibility played a crucial mediating role; and personal norm has the greatest criticality in the process of generating passengers' intentions for selecting an environmentally responsible cruise. In sum, our objectives were sufficiently obtained. Our findings provided tourism researchers and cruise practitioners with a sufficient understanding of passengers' eco-friendly decision-making process related to a cruise product.;[Article Title: Motivations behind Consumers' Organic Menu Choices: The Role of Environmental Concern, Social Value, and Health Consciousness / Yeon Ho Shin, Jinyoung Im, Seung Eun Jung and Kimberly Severt, p. 107-122] Abstract : This study aimed to examine underlying motivations of consumers' intention to visit a restaurant featuring organic menu items and willingness to pay (WTP) for organic menu items. In particular, this study incorporated environmental concerns, social value, and health consciousness as key motivators. An online survey was conducted with a self-administered questionnaire, and a total of 473 responses were analyzed using structural equation modeling. The results showed that environmental concern was the strongest predictor of WTP, followed by social value and health consciousness, whereas health consciousness was the most influential factor on intention to visit, followed by social value and environmental concern.;[Article Title : A framework toward sustainable ecotourism value chain in the Philippines / John Paolo R. Rivera and Eylla Laire M. Gutierrez, p. 123-142] Abstract : Philippine tourism growth is largely driven by visits to natural attractions. Addressing concerns on sustainability, environmental conservation, and local community involvement has become increasingly challenging. We identify the critical players in the industry and create a value chain framework for Philippine ecotourism that incorporates the quadruple bottom-line strategy to understand how sustainable tourism is being practiced among value chain participants. Findings have implications in the pursuit of sustainable ecotourism development in the country.;[Article title : Customers' perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: moderating roles of gender and restaurant types / JaeMin Cha and Carl P. Borchgrevink, p. 143-161] Abstract : Using a valid sample of 334 restaurant diners, this study investigated the relative effects of perceived value and food safety on customer satisfaction and customer loyalty. The proposed model was consistent with other cognitive-attitudinal-behavioral frameworks. This study also explored how these two perceptions on customer satisfaction were different based on gender and restaurant type. We found support for all of the hypothesized relationships. Results from the structural equation modeling showed that customer satisfaction mediated the relationships between two antecedents and customer loyalty. Implications of the findings, limitations of the study, and recommendations for future research were discussed.;[Article Title : Urban residents' place-based perceptions and attitudes toward tourism development: a comparison between the United States and China / Wei Wang and Suosheng Wang, p. 162-184] Abstract : This study aims to examine whether any cultural difference exists on the influence of residents' place-based perceptions on perceived tourism impacts and support for tourism. A survey was distributed to urban residents in China and the United States. Structural equation modeling results show that self-esteem and self-efficacy were two important factors that influence residents' attitude to tourism impacts in both contexts. Distinctiveness was only observed as influential in the China study, while continuity was not evident in either culture.

Results imply the need for destination marketers to use various strategies to reach the target market.;[Article Title : Innovation and performance in the hotel industry / Jessica Vieira de Souza Meira, Sara Joana Gadotti Dos Anjos and Christian Daniel Falaster, p. 185-205] Abstract : The growing competition in the hotel industry is one of the main challenges of this segment, which increasingly depends on the ability to innovate. Thus, this article aims to analyze the impact of innovation on the performance of employees and hotel organizations. This is an exploratory study, with a quantitative approach using a structured computer-administered questionnaire to 73 managers of hotel chains, located in Brazil, which correspond to 792 hotels. Data analysis used multiple linear regression method with SPSS software to find out the relationship between the factors of innovation (communication, processes, leadership, and strategy) and the performance of employees and hotel organizations. Results show that the factors of communication, leadership, and strategy directly influence the performance of the employees. However, only the leadership factor directly affects the performance of hotel organizations.;[Article Title : The Mediating Effects of Job Satisfaction and Organizational Commitment on Turnover Intention, in the Relationships Between Pay Satisfaction and Work-Family Conflict of Casino Employees / Sow Hup Joanne Chan and Chi Tat Darian Ao, p. 206-299] Abstract : Pay satisfaction (PS) and work-family conflict (WFC) are increasingly important to researchers and organizational scholars. This study tests the influence between PS and WFC in relation to turnover intention (TI). Using regressions, this study found that job satisfaction and organizational commitment mediate the effects of PS and WFC on TI. The findings provide fresh insights linking the job factors and TI. Managers should understand the needs of their employees in order to retain them. The identified solutions could help reduce turnover rates.;[Article Title : A Research on Professional Tour Guides Emotional Intelligence and Problem-Solving Skills / Selami Gültekin and Ebru Icigen, p. 230-258] Abstract : The purpose of this study is to determine the emotional intelligence and problem-solving skills' effect on professional tourist guides' managerial problem encountering frequencies during daily trips, additionally to reveal the emotional intelligence and problem-solving skills relation with demographical factors. Within this scope, the related body of literature reviewed, the relevant studies utilized and in order to obtain primary data for this study an online survey conducted on professional tourist guides working in Turkey. Three hundred actively serving tourist guides in various regions of Turkey constituted the research sample. To have inferential statistics regarding the variables of the research; t-test, analysis of variance, correlation analysis and regression analysis are applied. In the light of statistical analysis findings, it is concluded that; high emotional intelligence means high problem-solving skills and as the emotional intelligence level increases, the frequency of encountering managerial problems decreases and both the emotional intelligence scores and problem-solving skills improve as the age increases.;[Article Title : Key Components for Organizing Architectural Tours in Isfahan, Iran / Farzane Izadi Najafabadi, Neda Torabi Farsani, Mahmoud Reza Saghafi and Samira Mansouri Roudkoli, p. 259-272] Abstract : Architectural heritage attracts many tourists due to its aesthetic features and celebrities. Architourism as a new niche tourism strives to attract those who are interested in architectural heritage. This paper highlights the introduction of Isfahan city (Iran) as a new architourism destination. This research also has three other major purposes: (1) to identify the attractions for promoting architourism in Isfahan; (2) to investigate the key components for organizing architectural tours; and (3) to introduce architectural tour packages. Using a qualitative method clearly shows that demography, visitor/tourist interest, motivation and expertise, the time and duration of the visit, providing special tourism facilities, organizing educational and research activities and marketing are key components in organizing architectural tours. The results also illustrated that Isfahan has buildings, urban collections and historical textures that can be attractions for promoting architourism. Further analysis illustrated that Isfahan city has potential to organize architectural tours with 16 themes.;[Article title : The Economic Dimension of Quality in Tourism: Perceptions of Portuguese Public Decision Makers at the Local Level / Maria do Rosário Mira, Andreia Moura, Lisete Mónico and Zélia Breda, p. 273-295] Abstract : A quality assessment scale in tourism was constructed in five dimensions: economic, development, human resources, marketing and product. We presents the research findings for the economic dimension, aiming to understand the perception of Portuguese public decision makers at the local level. Using survey methodology, a sample of Portuguese municipalities was used for data collection. Exploratory and confirmatory factor analyses were performed, and three factors supported quality assessment regarding economics: development strategy (F1), economic factors of demand (F2), and financial incentives (F3). Results focus on the validation of the psychometric properties of this measuring instrument, identifying key issues for future research.;[Article title : Sustainability indicators for festival tourism: A multi-stakeholder perspective / Chyong-Ru Liu, Wei-Rong Lin, Yao-Chin Wang and Shan-Pei Chen, p. 296-316] Abstract : To assist the assessment of sustainable festival tourism, this study develops sustainability indictors for festival tourism by including perspectives from four stakeholders: tourists, local residents, business owners, and government agencies. Using the Delphi technique, a panel of 15 tourism experts identified evaluation indicators from the literature. The experts reached consensus on 20 indicators: tourists (four indicators), local residents (four indicators), government agencies (six indicators), and business owners (six indicators). An analytic hierarchy process (AHP) was conducted to calculate the relative weight of each indicator. Experts placed the greatest importance on tourists (0.4015) then on local residents (0.3275) followed by governmental agencies (0.1605) and business owners (0.1105) in order.;[Article title : Multiple attributes of cycling tourism in travelers' decision-making process / Bo Meng and Heesup Han, p. 317-388] Abstract : Despite the rapid growth in cycling tourism, few studies have been conducted on whether its distinctive attributes influence travelers' decision-making process. Therefore, the current research aimed to identify the effects of the multiple attributes of cycling tourism on travelers' decision-making process by considering cognitive evaluations, affective evaluations, satisfaction, and flow experience. The study results revealed that most of our hypothesized relationships within the framework are supported. Additionally, satisfaction and flow experience were verified as significant mediators. Finally, our study highlighted the significant role of distinctive attributes of cycling tourism in the formation of travelers' favorable behavioral intentions for cycling tourism.;[Article title : Enhancing customers' brand loyalty via branded hotel apps / Seonjeong Ally Lee and Juyup Lee, p. 339-361] Abstract : Many hotels have launched their own branded mobile applications to develop relationships with customers. Yet, research examining the benefits of branded hotel apps on brand loyalty is scant. The current research investigates the role of branded hotel apps on brand loyalty through customer engagement and brand trust in the hotel industry, based on uses and gratifications theory. Results identified cognitive and social benefits of the branded hotel apps positively influenced customer engagement and brand trust. Hedonic benefits positively influenced customer engagement and they indirectly influenced brand trust through customer engagement. Both customer engagement and brand trust positively influenced brand loyalty.

Moreover, mediation effects of customer engagement and brand trust were identified. Results highlight how branded hotel apps serve as a facilitator of brand loyalty, providing theoretical and managerial implications.;[Article Title : Examining the Linkages of Community Intervention Strategies and Destination Quality of Ecotourism Destinations / A. Vinodan and J. Manalel, p. 362-386] Abstract : Local communities are considered as a stockholder of an ecotourism programs particularly protected area (PA)-based destinations. The purpose of the study is to develop a model of community intervention strategies (CIS) in PA-based ecotourism tourism destinations and to examine the contribution of CIS toward destination quality (DQ). Study adopted exploratory sequential method and administered focus group discussion and expert interview followed by questionnaire survey. Measurement models were drawn with AMOS 22 and employed WarpPLS 6.0 for structural model. The study result indicates that there are three dimensions for CIS, and the quality variables have a strong presence in these destinations. However, the study could not establish a significant and positive relationship between CIS and DQ. Subsequently, investigator adopted a participant observation method and identified local specific reasons such as changes in general consciousness, intervention of related departments and nongovernmental organizations, and destination life cycle, for the same. Study assumes significance in the context of community-based ecotourism programs and indicates the need for strengthening community collaboration for quality destinations. Study extends scope for further research in measuring other perceived linkages of CIS with destination sustainability and quality of community life.