This study developed and empirically tested a model to explore the relationships between contact personnel, physical environment, service quality, relationship quality, service innovation, and customer loyalty in Indonesia five-star hotels. Structural equation modeling was conducted on data collected from 596 hotel guests staying at five-star hotels in Jakarta, Indonesia. Results indicated significant relationships between contact personnel and service quality, service quality and customer loyalty, and the moderating effect of service innovation on the interaction of service quality and customer loyalty. It is important for hotel management to focus on service excellence, as it will transpire into guest satisfaction, trust, and commitment from the customer, thus, enhancing the relationship quality between the customer and the hotel. This study demonstrated that service innovation can allow the hotel industry to see beyond the silo mentality of good service and focus on greater value proposition in the business model to increase customer loyalty.

The purpose of this study was to examine whether Destination Image, Place Attachment, Place Identity, Place Dependence and Experiential Commitment have an effect on Behavioral Intentions toward the destination, willingness to post photos. The population of this study is tourists who visit Labuan Bajo tourism. This study's sample size was 200 people. This is a quantitative study using a survey method. In this study, a questionnaire was used to collect data. Online questionnaires were distributed to domestic tourists who visit Labuan Bajo and the technique sampling using a Non Probability Sampling approach with purposive sampling, with the criteria that tourists visit Labuan Bajo at least once a year. PLS-SEM is used to analyze data. The results showed that there was a positive influence between the variables Destination Image, Place Attachment, Place Identity, Place Dependence, Experiential Commitment, Behavioral Intentions toward the destination, willingness to post photo. Labuan Bajo have an adventure Tourism Activities, cultural Tourism Experience, Culinary Experience (Cruise Dining, Dining with a View), beautiful spot photo and scenery.

No abstract

The focus of this research was on Bali, Indonesia as an international tourist destination. The survey strategy involved self-administered questionnaires distributed to collect data and information supporting this research. The sampling method was non-probability convenience purposive sampling, which means that only those respondents who had visited Bali as a destination for more than two times for their holiday by the time the research was conducted were eligible to fill in the questionnaires. There were 300 questionnaires distributed, only 254 of which were valid. Interview was also conducted for data collection in this research. The structural equation modelling approach was used to analyze the data obtained from respondents, who had visited Bali at least two times. The outcomes of this research reveal a positive influence of push and pull motivational factors on tourist satisfaction. Moreover, a positive, significant correlation between satisfaction and destination loyalty can be seen in this research. With the aim to sustain and enhance destination competitiveness, the results of this research will be beneficial for stakeholders of Bali as a destination. This study helps stakeholders identify push and pull motivational factors in order to better prepare marketing strategies and utilize indicators of push and pull motivation that affect tourists' experience during their stay.

Purpose The purpose of the present research is to examine the underlying motivations of food and beverage (F&B) hotel managers towards their intentions to implement food wastage initiatives in the Indonesian hotel sector.Design/methodology/approach Using in-depth personal interviews with 26 F&B managers, this study employed the theory of planned behaviour (TPB) to explain F&B managers' intentions towards implementing food wastage initiatives.Findings The study findings revealed prevailing constraints (such as lack of resources and rigid menu design) preventing them from carrying out their food wastage plan. There was evidence of disparity between who the F&B managers perceive about as important (injunctive norms) and supportive about their food wastage initiatives as compared to the perceived actual behaviour (descriptive norms) of these important reference groups. One such discrepancy is where respondents believe that senior management is important and would support their food wastage initiatives, but the senior management themselves do not allocate resources to combat food wastage.Practical implications The findings have important implications for hoteliers to rethink and motivate hotel employees to carry out food wastage initiatives effectively with a more synchronized approach between different management levels.Originality/value This is the first paper to examine the discrepancy between injunctive and descriptive norms between middle and senior management in hotels. A key theoretical contribution to the body of knowledge is the fractionation of injunctive and descriptive norms to understand subjective norms in TPB elicitation research.