Richard R. Perdue’s research while affiliated with Virginia Tech and other places

This paper reviews resident tourism attitude research through the lens of the individual- and community-level perceived impacts of and responses to tourism. It explores how perceived impacts of tourism and responses to tourism development have been conceptualised and measured in the existing resident attitudes models published between 1990 and 2020. Three categories of variables were identified and used: antecedent variables, tourism impact variables, and dependent variables. The latter three categories are used to discuss the research topic from the lenses of improvements in measurement instruments. Finally, the paper suggests rethinking the overall conceptualisation of residents’ perceptions of and reactions to tourism – it proposes future research directions to distinguish between individual-level and community-level effects and reactions.

Adopting a life cycle innovation process model, including innovation creation, diffusion, and evaluation, this research analyzed the knowledge development of service innovation research over the past decade with the goal of integrating the existing research and developing recommendations for future research. A co-citation analysis was conducted of 175 hospitality and tourism management innovation articles and 788 service management innovation articles collected from the ISI Web of Science. The results indicate the two literatures are quite disparate. Innovation performance and measurement were the foundational topics of the HTM research while the SM research focused more heavily on service-dominant logic (SDL) and dynamic capabilities. Regarding key topics which have evolved in the last decade, HTM research focused on collaborative innovation and knowledge sharing; the SM research emphasized open innovation and value co-creation. Bridging the two literatures, a conceptual model is proposed and opportunities for future hospitality service innovation research are proposed.

While the historical focus of customer value research has been on transactional values, it is important to also understand the non-transactional values co-created by customer online engagement behaviors. However, online engagement research in tourism has focused almost exclusively on experience sharing behaviors via online review websites. This research is purposed to develop a multi-dimensional measure of non-transactional values created via online brand community members’ engagement behaviors. Focusing on Marriott Bonvoy Insider Brand Community members, scale development procedures were used to identify four dimensions of non-transactional value: influential-experience value, C-to-B innovation value, relational value, and functional value. The scale achieves good validity and reliability. Relationships with both antecedents (e.g., internal and external motivations) and consequences (e.g., brand attachment and brand loyalty) were examined to assess nomological validity. Tourism researchers and managers can employ this scale to diagnose the non-transactional values co-created by customer online engagement behaviors.

While the enhanced connectivity between customers and hospitality brands via online platforms dramatically increases the potential for customer engagement in innovation processes, existing research has not focused on how to facilitate open innovation knowledge creation via customer engagement. The purpose of this research is to explore open innovation processes by examining the impact of customer empowerment and social recognition rewards on both open innovation engagement intentions and the creativity of proposed innovation ideas. Two scenario-based experimental studies and a field survey were conducted. The studies found that customer empowerment, mediated by intrinsic motivations, increased open innovation engagement intentions and also had a positive effect on the creativity of proposed innovation ideas. Social recognition rewards, as a form of extrinsic motivation, did not contribute to either open innovation engagement intentions or the creativity of innovation ideas. This empowerment-intrinsic motivational process for open innovation engagement was confirmed in a field survey.

To better understand engagement behaviors in online hospitality brand communities, the purpose of this research was to understand hotel customers’ online engagement behaviors, associated cocreated nontransactional values, and the underlying drivers. Netnography analysis and qualitative surveys along with multiorder categorization analysis were used. The netnography results indicate that hotel customer engagement behaviors cocreate five types of value. Importantly, these values accrue in different levels to not only the customer, but also to other customers and to the firm. Analyses of a subsequent qualitative survey data validated the four factors driving these engagement behaviors and, importantly, found that the motivational drivers vary by type of engagement. A conceptual framework of value cocreation via customer engagement is proposed.

The objective of this article is to analyze the impact of lodging taxes on the performance of US hotels by looking at the two key market segments involved. The empirical application conducted on a sample of more than 7,000 observations corresponding to more than 100 urban submarkets from 2013 to 2018 finds that lodging taxes have a more negative effect on hotel performance (RevPar) for group bookings than for transient bookings. As groups usually have greater flexibility regarding the location of events, they can more easily choose a different destination if a tax increase is observed. To prevent this possibility hotels may be more inclined to offer discounts to groups, thereby absorbing some of the tax increase. The results obtained have relevant managerial implications, which are discussed.

The tourism industry has long been concerned with gaining political influence to ensure supportive policies and governance. Tourism advocates are leaders who seek political influence by creating a unified industry voice and setting a prioritized legislative agenda. This requires tourism advocates to have strong relationships with members of the tourism industry. We use a political advocacy framework to explore how tourism advocates develop as leaders and the behaviors they utilize to build relationships within the tourism industry in the context of a state tourism advocacy association in the United States. The findings suggest that there are many paths to becoming a tourism advocate, but all require supportive organizational resources, industry knowledge, and social capital as these attributes are vital in efforts to build the relationships with tourism industry members.

Understanding technology innovation is a key strategic management concern in hotels. Still, the existing hotel technology research has focused heavily on technology adoption processes; even though technology adoption is mandatory for most employees. There is a lack of scholarly knowledge of the company-wide managerial processes and effects associated with technology innovation. To fill this research gap, using Helkkula et al.’s (2018) service innovation archetypes as a theoretical lens, this research explored the effects associated with hotel front desk technology innovation by a large multi-national hotel corporation. Following a qualitative approach, written interviews of 251 hotel managers were conducted. Three-step thematic analysis was used to examine the data. Specifically, the sequential hiring, training, and implementing process associated with technology innovation, the outputs of technology innovation, and experiential value were examined to develop a comprehensive operational framework. The framework provides strategic knowledge on successful development and management of front desk technology.

Tourism provides myriad opportunities for customer engagement and value co-creation, especially in online communities. This research analyzed the role of empowerment in the tourist knowledge value co-creation process in online review contexts. Using scenario-based, between-subjects experimental designs, three studies were conducted using online consumer samples to examine the effects of hotel response personalization and online review valence on empowerment and intention to co-create knowledge value for both previous and prospective hotel guests. The studies find that online reviewers (previous guests) are more empowered when they receive a personalized response and when they have positive service experiences. The effect of hotel response personalization on empowerment is stronger in negative as compared to positive review scenarios. Empowerment mediates the effect of personalization on intentions to co-create knowledge value. The same effects exist for prospective guests who read online reviews and hotel responses. Theoretical and practical implications are discussed.

As a value co-creation tool, there is growing adoption of self-service technology (SST) in hospitality. However, SST has received limited hospitality research attention. As a guide for future research, the purpose of this study was to conduct a bibliometric analysis focusing, first, on the hospitality and tourism SST literature, but then expanding to include the broader business SST literatures. The goals of this research were to examine the evolution and current trends in SST research; to identify the studies which have made key contributions to the intellectual foundation, development, and turning points; and to identify key SST research topics, trends, and questions. The analysis covers 199 journal articles published in HTM (n = 23) and the broader business management literature (n = 176) between 2000 and 2017. The results identify foundational articles, turning point articles, and article clusters. The study closes with recommendations for future hospitality SST research as well as theoretical implications.