Intermediaries and Quality Uncertainty: Evidence from the Hotel Industry

Calveras, Aleix; Orfila, Francina

doi:10.2139/ssrn.1009647

Cited by 5 publications

(5 citation statements)

References 29 publications

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“…The variable direct booking by the average customer is no longer a determinant for the innovation type, while the fact that customers book vacations through a tour operator is significantly explaining Management and Service scope innovation types in 2007. Contrary to the many findings in tourism literature about the decreasing importance of the tour operator as a channel due to increased use of the Internet and online booking, operators still appear to be important as that by Calveras and Orfila‐Sintes (). Also, a less than half‐board no longer explains Service scope or Back‐office innovation types.…”

Section: Resultscontrasting

confidence: 65%

Hotel Innovation and Its Effect on Business Performance

Mattsson

Orfila‐Sintes

2013

Journal of Tourism Research

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This paper explores the dynamics of hotel innovation and its impact on hotel performance with a representative sample of the whole hotel sector operating in the Balearic Islands, Spain. The managers of sampled hotels (N = 331) answered questions about innovations over a 6-year period. On the basis of an earlier developed model of innovation types, we investigate the effect on performance of different types of innovation. We find that two combinations of innovation types impact hotel performance in a positive way, namely the combinations termed, Full and Service&Back-Office innovation. We therefore suggest that these combinations are used to create synergies for hotel performance. Copyright

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Section: Resultscontrasting

confidence: 65%

Hotel Innovation and Its Effect on Business Performance

Mattsson

Orfila‐Sintes

2013

Journal of Tourism Research

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“…For a hotel, reputational improvements can be endogenous because firms may develop continuous innovation programs (Guttman and Yacouel, 2006) or they can be pursued through third parties such as: travel agents or tours operators (Clerides et al, 2008), professional certifiers (ISO 9000 standards), guests' word of mouth (Calveras and Orfila, 2007), advertisement/brand (O'Neill and Mattila, 2010) and satisfaction guarantees (Serrat, 2011). Great importance is often attributed to the role of the internet (Yacouel and Fleischer, 2012).…”

Section: Literature Reviewmentioning

confidence: 99%

Rating hotel quality for corporate business travel departments

Guizzardi

Monti

Ranieri³

2016

IJCHM

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Purpose The present study aims to suggest a new approach to hotel quality rating, specifically designed for the business travel segment, where the evaluation of surveyed consumers (business travelers) does not necessarily reflect the priority of customers (corporate travel departments [CTDs]). Design/methodology/approach Preliminarily, the authors defined key areas (domains), exploring what was done by quality certifiers recognized worldwide. Then, each domain quality was considered as a latent variable measured by a set of observable attributes (sub-domains) surveyed by a professional assessor. A continuous, fine-grained, composite indicator (CI) for quality was finally obtained by a weighted average of the domain (latent) quality measures. Weights were endogenously determined by data envelopment analysis. Findings The suggested CI shows both the existence of large quality disparities within the same star rating and a relevant bias in the internet reviews. A “soundproofed” room, a front desk open 24 h with sufficient staff and an adequate urban context are necessary features of any business hotel. Research limitations/implications Data came from a professional assessor’s database; therefore, the authors could only consider a three-domains measurement model. The database is mainly composed of three- and four-star hotels in Italy; nonetheless, these accommodations are the most widespread in the Italian corporation hotel programs, preserving the practical utility of the results. Originality/value This study provides a transparent (replicable) evaluation protocol that is of potential use in the most popular models for quality measurement; any assessor can use it to underline its impartiality to CTD and assessed hotels.

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“…Because the tourism industry is heavily reliant on intermediaries such as tour operators and travel agencies (Joppe & Li, 2016; Zhang et al, 2009), the roles of tourism intermediaries form the second stage of the system. Calveras and Orfila (2014) show that tourism intermediaries enhance and facilitate tight coordination, reduce the costs of broken coordination, and facilitate a direct market exchange between tourists and final sellers. da Silva et al (2018) also indicate that tourism intermediaries are important stakeholders that enhance the overall image of tourism destinations.…”

Section: Methodsmentioning

confidence: 99%

“…To assess and rank efficiency in the tourism industry, DEA has generally been conducted under two scopes. The first focuses on micro-level perspectives by analyzing the efficiency of hotels, tour intermediaries, and air travel industries (Assaf, 2012; Calveras & Orfila, 2014; Chi, 2014; Shieh et al, 2017). The second scope focuses on macro-level perspectives by measuring the efficiency of the entire tourism industry.…”

Section: Related Literaturementioning

confidence: 99%

Analyzing Destination Accessibility From the Perspective of Efficiency Among Tourism Origin Countries

Yen

Chen

2021

Sage Open

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The degree of accessibility significantly influences regional tourism flow and the performance of the global tourism industry. However, the tourism industry itself comprises many sectors, and accessibility measurements may not comprehensively incorporate the simultaneous accessibility of corresponding destinations. Moreover, perspectives are still lacking in the analysis of tourism origin countries. Therefore, this study provides a new approach based on network data envelopment analysis and social network analysis to identify potential opportunities among origin countries for accessibility to a given tourism destination. This study focuses on Taiwan as a tourism destination and measures the efficiency of 32 of its acknowledged tourism origin countries. The main finding is that the involvement of tourism intermediaries (such as tour operators and travel agents) is a key factor influencing most tourism origin countries’ performance. However, tourists make the largest contribution to shared output (i.e., tourism expenditures) for most tourism origin countries. Given the expanding knowledge of tourism management, understanding the accessibility of a destination can help destination managers and governments identify tourism opportunities and execute appropriate strategies.

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Intermediaries and Quality Uncertainty: Evidence from the Hotel Industry

Cited by 5 publications

References 29 publications

Hotel Innovation and Its Effect on Business Performance

Hotel Innovation and Its Effect on Business Performance

Rating hotel quality for corporate business travel departments

Analyzing Destination Accessibility From the Perspective of Efficiency Among Tourism Origin Countries

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