Volume 5, Issue 2, 2019


The complete Volume 5, Issue 2, 2019, is available to download here! Detailed information for each paper included in Volume 5, Issue 2, 2019, is presented bellow:



Evangelos Christou, Editor-in-Chief, International Hellenic University, Greece, Anestis Fotiadis, Associate Editor, Zayed University, United Arab Emirates
Published online: 30 November 2019, JTHSM, 5(2), pp.1-2.

DOI: 10.5281/zenodo.3601645

This is the ninth publication of JTHSM (volume 5, issue 2), finishing its fifth year of publication. In previous issues, this journal presented original refereed papers, both conceptual and research-based, focused on various topics of tourism, heritage and services with emphasis in marketing and management. In volume 5, issue 2, we focus on furthering our scope and consolidating our position in both conceptual developments and practical applications in tourism, heritage and services through publication of another six quality manuscripts.

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Emotional intelligence and tacit knowledge management in hospitality

Spyros Avdimiotis, International Hellenic University, Greece
Published online: 30 November 2019, JTHSM, 5(2), pp.3-10.

URN: urn:nbn:de:0168-ssoar-66330-2, DOI: 10.5281/zenodo.3601651


Purpose: Several researchersstressed that tacit knowledge is almost impossible to articulate, codify and thus to transfer. Based on the notion that tacit knowledge could be acknowledged, acquired and transferred through employees’ behavioral patterns, this paper seeks to associate emotions – as determinant factor of behavior – with tacit knowledge management in hospitality establishments.

Methods: To prove the above association, a quantitative research was held on a stratified sample of 128 hotel employees in Northern Greece. The research model was based on Nonaka and Takeuchi (1995) SECI knowledge transfer model and Salovey and Mayer Emotional Intelligence model.

Results: Findings indicate that both emotional intelligence (E.I.) and tacit knowledge are strongly associated, leading to the inference that E.I. is a structural element of tacit knowledge. Emotional intelligence is closely related to socialization and internalization. On the other hand, there is no correlation with the combination factor while the externalization phase of knowledge management has a medium correlation, with emphasis on the Emotional Understanding and Emotional Management.

Implications: At the socialization stage, the critical factors that shape the communication framework for the transfer of tacit knowledge are the ability to recognize, prioritize feelings, produce and exploit emotions to resolve problems. The capacity for empathy was pinpointed as significant too, mainly because informal communication plays an imperative role at this stage of knowledge transfer.

Keywords: Tacit Knowledge, Emotional Intelligence, Hotel, and Human Resources Management

JEL Classification: D83, D91, Z31

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The effect of customer relationship management practices on airline customer loyalty

Marwa Salah, Fayoum University, Egypt, Mohamed A. Abou-Shouk, University of Sharjah, United Arab Emirates
Published online: 30 November 2019, JTHSM, 5(2), pp.11-19.

URN: urn:nbn:de:0168-ssoar-66331-7, DOI: 10.5281/zenodo.3601669


Purpose: Customer satisfaction and loyalty are important concerns for travel providers. Αdopting the activities of customer relationship management could help them building strong relationships with customers. This study explores the opinions of EgyptAir passengers on customer relationship management activities adopted by the company and how this affects their satisfaction and loyalty.

Methods: A questionnaire, developed from previous studies, was used for data collection, to measure the causal relationships developed in the research framework and structural equation modelling was employed for rigorous findings. 215 questionnaires valid for analysis were collected by EgyptAir passengers.

Results: Findings revealed a positive significant effect of shared values, bonding, commitment, trust, tangibility, and handling customer conflicts on passenger satisfaction and loyalty. Relational marketing dimensions are positively affecting passenger satisfaction. Based on findings, it is worth to pay attention to such practices to enhance the passenger satisfaction and loyalty to the airline.

Implications: The study adds to the extant knowledge in airline sector and provides a research model that can be used to investigate the activities of customer relationship marketing in the sector. Testing the causal relationships between constructs of the model could help increase the understanding of the factors affecting passengers of airlines and their loyalty to specific ones.

Keywords: CRM, Airlines, Satisfaction, loyalty, EgyptAir, Egypt

JEL Classification: L14, L93, N37

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The agricultural treadmill – a way out through differentiation? An empirical analysis of organic farming and the agricultural treadmill

Henning Otte Hansen, University of Copenhagen, Denmark
Published online: 30 November 2019, JTHSM, 5(2), pp.20-26.

URN: urn:nbn:de:0168-ssoar-66332-2, DOI: 10.5281/zenodo.3601667


Purpose: The agricultural treadmill is explored, describing how technology create productivity gains for the benefit of progressive farmers, but where the result is also increased supply, falling prices, economic problems for laggard farmers and thus the need for new achievements in technology. To escape from this treadmill,  farmers try to diversify into new more attractive segments, like agro-tourism and organic agriculture.

Methods: The elements and processes in the treadmill are described and supported by empirical time series. Possibilities of delaying or stopping the treadmill are discussed. A hypothesis is raised, whether organic farming is able to escape the treadmill; it is answered from both a theoretical and an empirical point of view. Empirical analysis is based on Danish agriculture, which has a significant organic agricultural production.  

Results: The major finding is, that the structural and productivity developments and price trends are almost identical in the organic and conventional agriculture. Findings do not validate the initial hypothesis raised, whether conditions like economies of scale, structural development, productivity pressures and real price declines are significantly different in organic agriculture.

Implications: Differentiated products such as organic products can only reduce or delay the conditions under which agriculture operates. It is difficult to differentiate even organic foods, and with low entry barriers and fixed assets, long term prices of organic products will not increase significantly more than prices of conventional products.

Keywords: Treadmill, organic agriculture, differentiation, productivity, Blue Ocean

JEL Classification: N5, Q1, Q12

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An investigation of key success factors for restaurant operations in Saudi Arabia

Reda Gadelrab, King Abdulaziz University, Kingdom of Saudi Arabia, Erdogan Ekiz, Mohammed VI Polytechnic University, Morocco
Published online: 30 November 2019, JTHSM, 5(2), pp.27-35.

URN: urn:nbn:de:0168-ssoar-66333-7, DOI: 10.5281/zenodo.3601673


Purpose: This exploratory, qualitative and descriptive study aims to find out critical success factors in restaurant operations and identify what elements are vital to a restaurant business success and survival. It is also an attempt to gain knowledge and understanding about this sector in Saudi Arabia through reviewing mangers’ insights in relation to their strategies and perceptions adopted.

Methods: Ten restaurants in Jeddah were approached to collect data through face to face semi-structured in-depth interviews. The purpose of interviews was to explore their experiences and insights into core factors contributing to the practice of their success. Responses from the restaurants’ operators were used to analyze critical factors responsible for their success.

Results: Strategy, marketing, menu, and staffing issues were considered in assessing the critical factors contributing to success in restaurant operations. Delivery of consistent quality food and service creates customer relationship and develop loyalty were highlighted by almost all respondents. They also emphasized the significance of customer service and focus on customers’ needs to identify their requirements.

Implications: Managers should consider both the tangible and intangible aspects that would make a restaurant business successful; consumer relationship building and loyalty plays a very important role in the success of a restaurant, combined with a clear strategy to contribute to the uniqueness of service provided.

Keywords: Restaurant Industry, Success factors; Service Management; Qualitative Research; Semi-Structured interviews

JEL Classification: D4, G1, L83

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Marketing suggestions for multi-religious tourism development: The case of Thessaloniki

Georgia Zouni, University of Piraeus, Greece, Dimitrios Digkas, Alexander Technological Institute of Thessaloniki, Greece
Published online: 30 November 2019, JTHSM, 5(2), pp.36-42.

URN: urn:nbn:de:0168-ssoar-66334-2, DOI: 10.5281/zenodo.3603167


Purpose: The human desire of honoring God has been transformed into one of the most interesting tourism sectors, the religious one. Religious tourism, undeniably, is a special form of tourism, which presents great potential for the future tourism in general and especially in Thessaloniki, Greece. This study examines the potential development of a multi-religious tourism product, by focusing on monuments from these three monotheistic religions in Thessaloniki, Greece.

Methods: Information was collected both through parallel study of literature review and “in situ” observation. Using data derived from secondary sources and monuments’ observation and at the same time estimating data from electronic tools, a marketing plan was developed that shows Thessaloniki’s dynamic momentum in the field of religious tourism.

Results: Based on findings, it was established that Thessaloniki has a clear religious-culture tourism content; it is significant to note that, the destination can appeal to Christian, Muslim and Jewish religious tourists or pilgrims. For this reason, Thessaloniki appears to posses the power to attract not only religious tourists and pilgrims but it can be a competitive destination for visitors who are interested in culture, history and art.

Implications: Through the analysis and estimated potential of religious monuments, which are associated with Muslim, Jewish and Christian faiths, a sustainable strategic marketing plan is developed focusing on the destination’s religious tourism product renewal and market positioning.

Keywords: Religious tourism, pilgrimage, monotheistic monuments, multi-religious destination

JEL Classification: M3, Z12

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Targeted and perceived service quality

Oya Altinsoy Gür, Pine Bay Holiday Resort Çam Limanı Mevkii, Turkey
Published online: 30 November 2019, JTHSM, 5(2), pp.43-49.

URN: urn:nbn:de:0168-ssoar-67079-4, DOI: 10.5281/zenodo.3601683


Purpose: This paper provides an extensive critical literature review aiming to present and discuss models and methods of how the perceived service quality has been and should be studied and handled, with special emphasis on the hospitality sector.

Methods: Through secondary research, the main body of literature on perceived service quality was identified. Articles were initially categorised and clustered in different themes (according to their focus), and subsequently were compared and contrasted in terms of their suggestions and findings, critically highlighting similarities or significant differences.

Results: The main clusters of literature on perceived service quality in the hospitality sector identify, include the following: targeted service quality, delivered service quality, pxpected service quality, perecieved quality, overall service quality, transaction-specific service quality, and attitudinal perception of service quality.Implications: Findings support both academia and industry practitioners, by providing an extensive review of the service quality literature in relation to hospitality industry, by summarizing and critically examining landmark studies that can be used as benchmarks for further research or forindustry  practitioners’ daily operations and/or company strategies.

Keywords: Perceived Service Quality, Servperf, Servqual

JEL Classification: L8, O14

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