Purpose- This study investigates customers’ perceptions of the service quality facets of Airbnb accommodation using social exchange theory as a suitable conceptual framework to explain aspects of interactivity between guests and hosts. Design/methodology/approach- A self-administered questionnaire consisting of 25 accommodation- specific service quality attributes, structured according to Akbaba’s (2006) measurement scale and based on the service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin and Taylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample was chosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis. Findings- The results showed that convenience and assurance are critical contributors to the measurement of service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainly interested in lodgings which have access to certain tourist sights, and in easily accessible information and efficient resolution of problems during their stay. We also found that guests greatly value the convenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitality provided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and services available at the lodgings. Research limitations/implications-Airbnb is one of the most well-known examples of hospitality in the sharing economy and results cannot be generalized to similar accommodation providers in sharing economies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is only one option among others for measuring service quality. Practical implications- The current study can assist hosts in gaining better knowledge of guests’ decision making processes and in designing effective marketing strategies by focusing on guests’ requirements in terms of service quality. The effective use of competitive strengths and the prioritization of business resources would potentially enhance guests’ positive experiences at the accommodation and at the destination. Originality/value-Limited numbers of studies have focused on the sharing economy and hospitality and in particular on Airbnb and this is the first study with a focus on service quality issues in terms of Airbnb accommodation.

Purpose: Current study tries to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of CRM, namely; people, process and technology in the context of the hotel industry. Methodology: Required data is collected with a quantitative approach and using a questionnaire adapted from the Denison organisational culture survey and the Mendoza CRM model. The questionnaire distributed among 364 managers of a chain hotel in the UK and gathered data examined by the Structural Equation Modelling method. Findings: The results of the research reveal that the four traits of organisational culture (adaptability, consistency, involvement and mission) have positive and significant impacts on three components of CRM (people, process and technology). A set of theoretical contributions and practical implications also discussed. Research limitations: The research is conducted with a case study approach hence the findings cannot be generalized to a larger population and the results might be different for other industries. Due to the limitation of access to all employees, only managers were selected as the sample and future studies with all employees may show different results. Practical implications Current study helps hotel managers to understand the role and importance of organisational cultural traits in successful implementation of the components of their CRM strategy. Originality/value: The position taken in this research recognizes the need to enhance the understanding of organisational culture’s impact on implementing CRM components. Organisational cultural traits have different levels of impact on CRM implementation and this is the first study to investigate the detailed impacts of four traits of adaptability, consistency, involvement and mission on three components of CRM, namely; people, process and technology.

Purpose: Our focus is on the way in which sustainability and CSR discourses and practices emerge in the collaboration of MNCs with the local hotels in developing country contexts. The paper identifies the prevailing institutional orders and logics that bring about CSR and sustainability discourse in tourism industry in Turkey. It also investigates how and to what extent the CSR and sustainability practices align with the local institutional logics and necessities. Design: Empirical evidence is generated through case studies covering Hilton Worldwide Holdings Inc. (Hilton), its Turkish subsidiary and a local hotel chain to ensure data triangulation. Primary data was collected through interviews with the executives of the selected case hotels, which was supported by extensive secondary data. Findings: Some components of CSR and sustainability logics developed in the headquarters diffuse into local affiliate hotel, not all. Local affiliate hotels seek to acquire local legitimacy in their host environment, despite a standard format imposed by their headquarters. Local necessities and priorities translate themselves into such initiatives in a very limited way in the affiliates of the Hilton where there is mostly a top down approach. Similar approach has also been observed in the case of the local hotel which is part of a family business group. Family’s values and family business headquarter shape the CSR and sustainability strategy and the logics reflecting the local component. Originality/value: Through this study, we are able to add further value to the critical writings about the positive contribution of CSR and sustainability in the context of the MNCs and their subsidiaries, which is not substantiated due to limited empirical evidence.

Sustainability and Corporate Social Responsibility (CSR) in hospitality and tourism is laden with contradictions. From the simple “carbon offsetting” of budget flights to the warning from the Maldivian Government that their country will disappear due to rising water levels whilst also building, in one year, at least seven additional airports to service their resort islands. The academic literature does not always help; the continually inconclusive or contradictory findings of financial impact studies, often meaningless CSR reporting, and consumer cynicism over perceived “green-washing” activities (Farrington et al., 2017) further contribute to the lack of clarity in this area. There is a need for a substantive move towards sustainable, ethical, responsible, environmentally or socially friendly strategies, but also towards concern for the well-being of future generations in the coming decades (Farrington et al., 2017; Jones et al., 2016; Wells et al., 2016a). Despite continued interest, this is a challenge for many countries, particularly with regards to meeting the ever-shifting opinions and customer expectations surrounding environmental issues pertaining to modern hospitality and tourism. Research should fundamentally debate the relevance and application of sustainability to the sector and its relationship with external stakeholders, and move away from narrow focuses. More specifically, ‘one size does not fit all’ with regards to sustainability and CSR, hence societies and organisations with different cultures and beliefs may be motivated to be involved in sustainability and CSR developments for different reasons, and may also face diverse barriers to implementation (Nyahunzvi, 2013; Thompson et al., 2018; Wells et al., 2015; Wells et al., 2016b; Xu, 2014; Yadav et al., 2016). Hence, the goal of this special issue was to encourage new theoretical and empirical development on sustainability and CSR studies in the hospitality and tourism field.

Purpose – Despite the fact that hotels rely heavily upon frontline employees, extant evidence on what makes a hotel attractive in the eyes of job applicants is scarce. Thus, this study incorporates the Big Five (BF) personality traits model to identify what potential hotel job applicants are likely to seek in their prospective employers. Design/methodology/approach – Applicants for non-managerial, frontline posts at upscale hotels were approached via 3 branches of a career agency located in England, UK; their responses were gathered via a self-administered questionnaire. The 522 usable responses were utilized in a covariance-based, multi-group structural equation modeling scheme to investigate three main research propositions with regards to the applicants’ personality traits’ influence on their perceptions of a hotel’s attractiveness as a potential employer. Findings - Analysis of responses indicates significant differences regarding the impact of extraversion, conscientiousness and openness on perceived facets of employer attractiveness. Additionally, findings suggest that high self-esteem does make applicants more demanding while work experience also influences their preferences regarding the hotels’ profiles as an employer. Research limitations/implications - The results of this study are limited to applicants for non-managerial, frontline job positions in upscale hotels in the UK. Practical implications - Practically, this study offers practitioners valuable feedback regarding the potential applicant’s personality profile that grants the best fit with a hotel. Originality/value–While different studies tried to identify the organizations’ attributes that attract potential applicants, evidence on what attracts individuals to a hotel is very limited. Hence, the present study tries to address this gap and link potential applicants’ personality profiles with that of hotels as employers.

Purpose: To explore gender disparities in the production of tourism knowledge with particular reference to academic journals. Design/methodology/approach: Authorship and co-authorship analyses were conducted of data extracted from articles and research notes published between 1965 and 2016 in 25 hospitality and tourism journals. Findings: Gender imbalances are evident in the production of knowledge, though the disparities appear to be decreasing. While heterophilic research collaborations (those between men and women) show some evidence of higher productivity, homophilic collaborations (between males) have greater impact. The findings highlight gender imbalances in international collaborations, in SSCI listed journals, in first authoring, and by country. There is evidence of higher collaborative levels amongst male authors and the differences have increased over time. The positioning of men and women within tourism scholarly networks shows no marked differences. Practical Implications: This data-driven analysis provides decision-makers and policymakers with evidence to support well targeted programs that advance female contributions in hospitality and tourism research collaborations. For example, senior academics and University administrators might offer support for female researchers to become more actively involved in hospitality and tourism research groups and projects. Universities or schools might also seek to encourage collaborations between male and female researchers in their performance indicators. Originality/Value: This study is one of the first to examine gender disparities and positioning in collaborative hospitality and tourism research.