NEW PAPER: Job Satisfaction and Employee Turnover Determinants in High Contact Services: Insights from Employees’ Online Reviews, Tourism Management,  https://doi.org/10.1016/j.tourman.2019.04.030

NEW PAPER: Stamolampros, P., Korfiatis, N., Chalvatzis, K., Buhalis, D., 2019, Job Satisfaction and Employee Turnover Determinants in High Contact Services: Insights from Employees’ Online Reviews, Tourism Management,  Vol.75, Dec. pp.130-147, https://doi.org/10.1016/j.tourman.2019.04.030

Abstract

We explore a special case of electronic word of mouth that of employees’ online reviews to study the determinants of job satisfaction and employee turnover. We perform our analysis using a novel dataset of 297,933 employee online reviews from 11,975 US tourism and hospitality firms, taking advantage of both the review score and text.

Leadership and cultural values are found to be better predictors of high employee satisfaction, while career progression is critical for employee turnover. One unit increase in the rating for career progression reduces the likelihood of an employee to leave a company by 14.87%.  Additionally, we quantify the effect of job satisfaction on firm profitability, where one unit increase leads to an increase between 1.2 and 1.4 in ROA. 

We do not find evidence supporting the reverse relationship, that growth on firm profitability increases job satisfaction. The feedback to management in employee reviews provides specific managerial implications.

Highlights

We use online reviews to evaluate job satisfaction and employee turnover factors for tourism and hospitality firms.

297,933 employee review ratings and texts for 11,975 U.S tourism and hospitality firms from Glassdoor are analyzed.

A recent extension of probabilistic topic modeling the Structural Topic Model (STM) is used for the text analysis.

A one unit increase of the rating for career opportunities decreases the likelihood of an employee to leave by 14.87%.

An increase by one star in the overall rating of a company is linked with an increase between 1.2 and 1.4 of ROA.

Professor Dimitrios Buhalis addressed the World Tourism Organization Forum: Facing the Demographic Challenge Through Tourism and Innovation in Segovia, Spain, 26 March 2019.

Professor Dimitrios Buhalis addressed the World Tourism Organization Forum: Facing the Demographic Challenge Through Tourism and Innovation in Segovia, Spain, 26 March 2019.

The meeting was opened by the Prime Minister of Spain, HE  Pedro Sánchez Pérez-Castejón, President of the Government of Spain

and Zurab Pololikashvili, Secretary-General of the United Nations World Tourism Organization

Professor Buhalis contributed to the Round Table focused on

Tourism, Sustainability and Territorial Redistribution

Moderator: Cristina Gallach, High Commissioner for Agenda 2030 of the Government of Spain

  • Alvaro Carrillo de Albornoz, Director General of Instituto Tecnológico Hotelero
  • Damià Serrano, Director of Experience Marketing and Research at the Catalan Tourism Board
  • Elena Gil, Global Big Data Director at Telefónica and CEO at Luca
  • Violeta Matas González, Responsible for the Tourism Area of the Spanish Federation of Municipalities and Provinces

Professor Buhalis in his intervention he explained the need for the creation of digital hubs that will enable innovations in rural areas and minimise the distance from the global centres through technology. Creating innovative products and services through facilitating a bottom up approach to empower entrepreneurship and support sustainable development will enable the repopulation of rural and peripheral areas. Smartness and agility will empower the development of innovative ecosystems that can address different market segments and create resources for all stakeholders.


New article by Angela Smith, Derek Robbins & Janet E. Dickinson 2019,

New article by Angela Smith, Derek Robbins & Janet E. Dickinson 2019,
Defining sustainable transport in rural tourism: experiences from the New Forest
Journal of Sustainable Tourism, Volume 27(2), Pages: 258-275 |
DOI: https://doi.org/10.1080/09669582.2017.1401633

Transport policy agendas have long sought to bring about more sustainable transport at tourism destinations. Whilst there are examples of successes, it remains unclear what inroads have been made towards creating a sustainable transport future. Policy directions have evolved over a number of years and in many tourism destination contexts, it is far from clear what a desirable transport future looks like. When translated to implementation, the aims of initiatives can be unclear and baseline measures inconsistent, making success difficult to judge. This paper analyses how sustainable travel has been implemented in practice at a destination level. The focus is rural tourism and data are derived from a specific case, the New Forest National Park, UK, where a wide range of transport initiatives have been implemented since the Park’s designation in 2005. The study adopts a social practice theory perspective. Data are derived from a visitor survey, interviews and observations. It finds there is scope to improve sustainable transport provision at destinations through understanding visitor practices, but limited scope to influence meanings associated with visitor travel and travel skills. Policy meets the needs of some visitors more than others.

Author information

Angela Smith is a PhD student with a background in transport planning. Her research uses the experiences in the New Forest National Park to analyse transport practices and relative sustainability.

Derek Robbins is a senior lecturer at Bournemouth University. Trained as a transport planner his research interests include the relationship between transport and tourism, tourism and climate change, sustainable transport policy and the cruise industry.

Janet Dickinson is a professor at Bournemouth University. Her research interests focus on tourism and climate change, the sharing economy, social representations and time.

Funding

New Forest National Park Authority.

Dr Anya Chapman @ Cafe Scientifique 7th May at 19:30 – Pier Review: What does the future hold for British Seaside Piers?

Dr Anya Chapman @ Cafe Scientifique
Pier Review: What does the future hold for British Seaside Piers?

7th May from 7:30pm until 9pm (doors open at 6:30pm) at Café Boscanova, Boscombe

Café Scientifique takes place on the first Tuesday evening of the month at Café Boscanova

Enjoy listening to a short talk before engaging in debate and discussion around that topic

We’ll be joined by Dr Anya Chapman on Tuesday 7 May from 7:30pm until 9pm (doors open at 6:30pm) No need to register, make sure you get there early though as seats fill up fast!

Pier Review: What does the future hold for British Seaside Piers?

Victorian seaside pleasure piers are unique to the British coast but this important part of the country’s heritage is under threat: in the early 20th century nearly 100 piers graced the UK coastline, but almost half have now gone. This session will chart the development of British seaside pleasure piers: from their beginnings as humble landing stages through to the ‘golden age’ of pier building. We’ll also be looking at the current rejuvenation of piers, like Bournemouth, and how they are embracing the future. Come along and gain a unique insight into the past, present and future of piers, share your own memories of seaside piers, and let us know your hopes for their future.

Check out a taster of what Anya will be discussing in this recently published article; The Conversation

Anya has been Honorary Secretary of the National Piers Society since 2013

@National Piers Society

@pierssociety

@nationalpierssociety

 

 

If you have any questions please do get in touch

Find out more about Café Scientifique and sign up to our mailing list to hear about other research events: www.bournemouth.ac.uk/cafe-sci

You can also follow us on Facebook and Twitter

Bournemouth University Department of Tourism and Hospitality Top 10 in the world in the QS World University Rankings by Subject 2019: Hospitality & Leisure Management

Bournemouth University Department of Tourism and Hospitality Top 10 in the world in the QS World University Rankings by Subject 2019: Hospitality & Leisure Management.

https://www.topuniversities.com/university-rankings/university-subject-rankings/2019/hospitality-leisure-management #hospitality #tourism #leisure #management #university #QS #ranking

 

 

Our MSc students volunteer and attend the Opportunity 2019 Conference: Revenue Management and the Connected Customer https://www.opportunity2019.co.uk/ in London.

It was a great pleasure and experience to volunteer with my colleagues for the Opportunity 2019 Conference: Revenue Management and the Connected Customer https://www.opportunity2019.co.uk/ in London. The attendees of the one day conference mainly consist of revenue managers as well as CEOs and Founders of start-up companies. The annual conference is one of the well-attended events on revenue management among the revenue management community.

The conference was well organized and very successful. I fully enjoyed the whole conference with so many interesting discussions on several aspects of Revenue Management. The session delivered by Russell Low (Director of Revenue, UK&I, Accor Hotels), Duncan Anderson (CEO, Humanise.AI), Vivek Bhogaraju (Director, Revenue Management Solutions, Expedia Group) and Hampus Ljunggren (Head of Business Development & Partnerships , Travel Appeal) – particularly on Artificial Intelligence and the use of technology to connect customers were very informative. During the conference, the key takeaway was – That the new generation of Revenue Managers need to learn how to unlearn in order to revolutionize how to stand out in the saturated market.

I manage to meet several founders of companies dealing with technology and AI for Revenue Management during the networking sessions. It was an enjoyable and knowledgeable experience and I would like to express my gratitude to Professor Dimitrios and Michelle from Revenue by Design for giving me this opportunity to volunteer and attend the conference. I have definitely benefited very much from this fantastic event.

Emily Cheng