The role of experiential familiarity in shaping hotel-chain competitiveness

Jokelainen, Jere; Garrod, Brian; Sthapit, Erose; Pesonen, Juho

doi:10.1108/ijchm-03-2023-0434

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The role of experiential familiarity in shaping hotel-chain competitiveness

Jere Jokelainen, Brian Garrod

, Erose Sthapit, Juho Pesonen

International Journal of Contemporary Hospitality Management, Volume: 36, Issue: 9, Pages: 2999 - 3015

Swansea University Author: Brian Garrod

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DOI (Published version): 10.1108/ijchm-03-2023-0434

Abstract

Purpose: This study aims to examine the role of experiential familiarity in determining the competitiveness of hotel chains. It does so by comparing the attribute-performance perceptions of guests who had and had not previously stayed at a property belonging to a specific hotel chain. It also examin...

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Published in:	International Journal of Contemporary Hospitality Management
ISSN:	0959-6119 0959-6119
Published:	Emerald 2024
Online Access:	Check full text
URI:	https://cronfa.swan.ac.uk/Record/cronfa64938

first_indexed	2023-11-08T10:30:11Z
last_indexed	2024-11-25T14:15:02Z
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spelling	2024-09-30T15:19:48.3176116 v2 64938 2023-11-08 The role of experiential familiarity in shaping hotel-chain competitiveness 4f81981d78ed3082b232463da24d1bb9 0000-0002-5468-6816 Brian Garrod Brian Garrod true false 2023-11-08 CBAE Purpose: This study aims to examine the role of experiential familiarity in determining the competitiveness of hotel chains. It does so by comparing the attribute-performance perceptions of guests who had and had not previously stayed at a property belonging to a specific hotel chain. It also examines how far such perceptions shape word-of-mouth and future purchase intentions. Design/methodology/approach: Data were collected from 1,016 Finnish leisure tourists in 2021 using an online questionnaire, providing a representative sample of Finnish domestic leisure tourists. Findings: The results indicate that the competitiveness of different hotel chains depends on a small number of key attributes. Differentiation between hotel chains can be seen from the results. Previous guests rate hotel chain attributes more highly than non-previous guests. Behavioral intentions do not differ between previous and non-previous guests, but how many times a person has stayed in the hotel chain significantly influences behavioral intentions. The results provide strategic levers that hotel chains can use to enhance their competitiveness. Practical implications: Hotels should invest in attributes that have the biggest positive impact on customer behavior. These will be different for different hotel chains. By understanding these differences, it is possible to communicate relevant attributes to customers through marketing and develop hotel features that will drive revisit intention and word-of-mouth marketing. Originality/value: This study found that while certain hotel attributes had a significant shaping effect on guests’ performance ratings, there were no decisive differences between those with or without experiential familiarity with the hotel chain. Journal Article International Journal of Contemporary Hospitality Management 36 9 2999 3015 Emerald 0959-6119 0959-6119 Hotel-chain, competitiveness, selection attributes, attribute performance, behavioral intention 6 8 2024 2024-08-06 10.1108/ijchm-03-2023-0434 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University This study is derived from Jere Jokelainen's graduate study. Data collection was funded by Matkailukoulutuksen ja -tutkimuksen kannatusyhdistys ry. 2024-09-30T15:19:48.3176116 2023-11-08T09:46:17.6903858 Faculty of Humanities and Social Sciences School of Management - Business Management Jere Jokelainen 1 Brian Garrod 0000-0002-5468-6816 2 Erose Sthapit 3 Juho Pesonen 4 64938__29205__22d27a6d596249efbd43d26fee9e5bee.pdf 64938.AAM.pdf 2023-12-04T17:47:48.0913303 Output 408569 application/pdf Accepted Manuscript true Distributed under the terms of a Creative Commons Attribution Non Commercial 4.0 License (CC BY-NC 4.0). true eng https://creativecommons.org/licenses/by-nc/4.0/
title	The role of experiential familiarity in shaping hotel-chain competitiveness
spellingShingle	The role of experiential familiarity in shaping hotel-chain competitiveness Brian Garrod
title_short	The role of experiential familiarity in shaping hotel-chain competitiveness
title_full	The role of experiential familiarity in shaping hotel-chain competitiveness
title_fullStr	The role of experiential familiarity in shaping hotel-chain competitiveness
title_full_unstemmed	The role of experiential familiarity in shaping hotel-chain competitiveness
title_sort	The role of experiential familiarity in shaping hotel-chain competitiveness
author_id_str_mv	4f81981d78ed3082b232463da24d1bb9
author_id_fullname_str_mv	4f81981d78ed3082b232463da24d1bb9_***_Brian Garrod
author	Brian Garrod
author2	Jere Jokelainen Brian Garrod Erose Sthapit Juho Pesonen
format	Journal article
container_title	International Journal of Contemporary Hospitality Management
container_volume	36
container_issue	9
container_start_page	2999
publishDate	2024
institution	Swansea University
issn	0959-6119 0959-6119
doi_str_mv	10.1108/ijchm-03-2023-0434
publisher	Emerald
college_str	Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id	facultyofhumanitiesandsocialsciences
hierarchy_top_title	Faculty of Humanities and Social Sciences
hierarchy_parent_id	facultyofhumanitiesandsocialsciences
hierarchy_parent_title	Faculty of Humanities and Social Sciences
department_str	School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
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description	Purpose: This study aims to examine the role of experiential familiarity in determining the competitiveness of hotel chains. It does so by comparing the attribute-performance perceptions of guests who had and had not previously stayed at a property belonging to a specific hotel chain. It also examines how far such perceptions shape word-of-mouth and future purchase intentions. Design/methodology/approach: Data were collected from 1,016 Finnish leisure tourists in 2021 using an online questionnaire, providing a representative sample of Finnish domestic leisure tourists. Findings: The results indicate that the competitiveness of different hotel chains depends on a small number of key attributes. Differentiation between hotel chains can be seen from the results. Previous guests rate hotel chain attributes more highly than non-previous guests. Behavioral intentions do not differ between previous and non-previous guests, but how many times a person has stayed in the hotel chain significantly influences behavioral intentions. The results provide strategic levers that hotel chains can use to enhance their competitiveness. Practical implications: Hotels should invest in attributes that have the biggest positive impact on customer behavior. These will be different for different hotel chains. By understanding these differences, it is possible to communicate relevant attributes to customers through marketing and develop hotel features that will drive revisit intention and word-of-mouth marketing. Originality/value: This study found that while certain hotel attributes had a significant shaping effect on guests’ performance ratings, there were no decisive differences between those with or without experiential familiarity with the hotel chain.
published_date	2024-08-06T05:30:29Z
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The role of experiential familiarity in shaping hotel-chain competitiveness

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