Hyunjeong "Spring" Han

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• PhD
• Professor (Full) at Kyoto University

Purpose Notwithstanding the expected apparent benefits of mobile technologies (MTs) in the hotel industry, their adoption is slower than forecasted. This study aims to identify the challenges faced by hotel managers in adopting MTs in their industry, such that the authors may determine the strategic positions for adopting and managing MTs and build...

The world is facing an unprecedented crisis, the spread of COVID-19, which we are trying to overcome with a lot of wisdom. Japan has experienced many crises caused by such viruses and epidemics. Above all, we have suffered from natural disasters such as typhoons, earthquakes, tsunamis, and the ravages of war. Kyoto has been the capital of Japan for...

As described in Chaps. 1 and 2, this section focuses on these characteristics and examples of the sustainable management of companies and organizations that utilize high-context communication about Japanese culture, history, and life-style. While business succession is conducted by verbalizing the information where it can be verbalized, the source...

In the previous chapter, we introduced the philosophy and historical background of Japanese hospitality, and outlined how it has influenced the behavioral guidelines in ikebana, tea ceremony, and ryokan. Omotenashi in Japan entails a mapping between the means of hospitality and the actions to be taken. However, the kind of hospitality to be perform...

Social media influencer marketing has recently received significant attention. Many studies have explored the parasocial relationship (PSR) formation between influencers and followers. PSR has not often been weighted against other widely used relationship marketing constructs, despite the multitude of PSR studies. This study developed a research mo...

In analyzing the effect of product/service recommendation advertising by social media influencers, the difference in the effect considering name recognition has not been sufficiently examined. This study examines the differences in the effects on product/service recommendation intention between professional and unidentified endorsers based on the t...

Original Research Article Proper crisis communication is critical to keep stakeholders informed, protected, and anticipated. Well-prepared and designed crisis communication strategies can promptly and effectively communicate with one another during a crisis that allows organizations to protect employees and customers and ensure business continuity.

This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that h...

Mobile technology in hotels is to provide innovative service solutions for both employees and customers, yet underexplored, and managerial and operational issues remain. This study aims at identifying those issues involved in adopting and implementing mobile technologies by a thematic analysis of focus group interviews of luxury hotel managers and...

COVID-19 has expedited digital technology adoption in the service sector ever under severe constraints. However, if not suitably appropriated, this haste adoption of digital technology might have unintended adverse effects in the longer term. In this introductory chapter, a theory of third-order impacts of digital technology is introduced to explor...

This open access book is geared towards providing insights and stimulating new thinking about the changing nature of services, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on digital service technology. This book serves as a useful resource for business practitioners and aca...

This book adds to the discussion from Volume 1 by providing insights and stimulating new thinking about the changing nature of services and marketing, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on services marketing. This book serves as a useful resource for business pract...

Prior research has revealed that merely satisfying customers is not sufficient to secure a lasting competitive advantage during service encounters in the hospitality industry. We propose and demonstrate that hospitality providers can evoke feelings of “being moved” in their customers by providing unexpected acts of personal kindness rather than mer...

C ustomer reviews submitted at Internet travel portals are an important yet underexplored new resource for obtaining feedback on customer experience for the hospitality industry. These data are often voluminous and unstructured, presenting analytical challenges for traditional tools that were designed for well-structured, quantitative data. We adap...

Hotel ratings do not tell the full story of how guests view a hotel, according to an analysis of the text of 5,830 reviews covering 57 hotels in Moscow, Russia. The study found, for instance, that negative comments have a heavier weight in a guest’s rating of a hotel than do positive comments. This uneven weighting means that a simple average of po...

This report introduces a strategic decision-support tool for location planning in tradeshows and conventions. This decision support tool is based on a multi-year research project that examined tradeshow participants preferences, including a comparison of attributes sought by attendees and by exhibitors. The study, supported by the Cornell Center fo...

As technology continues to drive the expectations of consumers, hospitality managers are faced with the need to perpetually upgrade their services in order to meet demand. Hoteliers have to stay current and informed if they are going to make smart decisions and accurately weigh the benefits against the costs. An in-depth study conducted through Cor...

Tradeshows and conventions continue to thrive in the twenty-first century, both for information exchanges and direct selling, but numerous forces have meant changes in show operation and in participants' selection criteria for attendance. A study of more than 2,500 tradeshow exhibitors and attendees document a clear bifurcation in the reasons for a...

The aim of this study is to identify and describe mega sports event market segments based on cluster analysis and to provide critiques and suggestions to both academics and industry practitioners. Field study was conducted during the 2014 Sochi Olympic Games onsite among tourists at the Olympic venues. A total of 258 questionnaires were valid for d...

Despite the disruption of the internet, tradeshows continue to be a high-yield component of the travel and tourism industry. Tradeshow travelers are seen as having greater spending power than typical business travelers, and they typically spend a longer time at a destination than regular business travelers. Tradeshows remain important for manufactu...

This study was conducted to suggest strategic orientations that can analyze which types of corporate culture and strategic orientation contribute to enhanced financial performance, based on the theory that, to acquire a competitive edge in the fierce competitive environment and maximize performance, the combination of corporate internal competitive...