Annotated Bibliography on Hospitality Industry

HRMT20024 T2 2018 Assessment 2 – Annotated bibliography
Introductio
n
I have selected the hospitality sector for my study. For this
Annotated Bibliography, I have read articles that speak about the use of
social media in the hospitality sector, the interrelation between customer
loyalty and employee engagement in the hospitality industry, how certain
leadership styles impact employee wellbeing in the hospitality sector, all
about Islamic hospitality and finally, on the use of smart technologies to
generate efficiency in the hospitality industry. All the articles that I have
chosen to read for this annotated bibliography have provided me with unique
insights on how the hospitality sector functions in every part of the globe.
Article 1 Leung, D., Law, R., Van Hoof, H., & Buhalis, D. (2013). Social media in
tourism and hospitality: A literature review. Journal of travel &
tourism marketing, 30(1-2), 3-22
Key words: social media, hospitality and tourism
Social media is undoubtedly a mega trend that has impacted the
whole tourism system of late. Consequently the use of social media and the
role that social media has to play in decision making for travellers as well as
in tourism management and operations as a whole, have been discussed very
extensively in research undertaken on hospitality and tourism. The purpose
of this article is to analyse and review all extant research articles related to
social media that have been published in academia in the last one decade
primarily in hospitality and tourism fields. The content of these articles is
analyzed by the authors from a suppliers perspective and a consumers

perspective. The results of the research reveal that all consumer centric
studies are those that are focused on the impact and application of social
media during the research phase in any travelers process of travel planning.
The supplier related studies that have been conducted in the recent past are
those that have focused closely on management, promotion as well as
research functions. Very few of these studies have engaged in any discussion
on product distribution. The findings of this research demonstrate very
thoroughly the strategic importance that social media platforms have for
tourism competitiveness. The article additionally makes a contribution to
academia as well as to the hospitality industry through the identification of
lacunae in extant research and also by drawing up an agenda for further
research on this subject.
I believe this article can prove to be very useful in helping me
gain a thorough understanding of how the use of social media influences the
operations of the tourism and hospitality industry. The strategic value that
social media tools and platforms have when it comes to impact the manner
in which the tourism industry works and its various levels of
competitiveness are clearly revealed in this article, reading about which can
help me quite a bit in my comprehension and analysis of the tourism
industry. Reading the review of the different articles that have been
evaluated by the researchers from a suppliers and consumers perspective
will give me knowledge about how consumers and suppliers individually
approach tourism and hospitality business.
Article 2
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a

review and future directions with a special focus on the hospitality
industry. International Journal of Contemporary Hospitality
Management, 27(3), 379-414
Key words: customer loyalty, hospitality management
This article aims at providing readers with a critical review of
existing knowledge regarding customer loyalty. It identifies many of the
emerging issues which have a vital role to play in shaping customer loyalty.
Owing to the dramatic changes which occur in a market place as well as the
connections that consumers have to the hospitality industry, practitioners
and researchers want to know more about all the factors that are responsible
for the underpinning of customer loyalty. The authors of this article
synthesize existing and extant literature on customer loyalty to arrive at an
understanding of what customer loyalty is all about and also offers a number
of priorities that need to be taken into consideration by all those engaged in
loyalty research at present. By making use of conceptual models, the authors
of the article end up conceiving a framework that is designed to extend
customer loyalty understanding as well as the impact that is felt due to the
continuously evolving role of all engaged customers. The authors conclude
that companies should envisage the creation of loyal and emotionally
engaged brand ambassadors through a focus on a number of emerging areas
like brand citizenship behaviour, customer engagement, employee
engagement, mass personalization, rapport and co consumption between
employees and customers, co-design and co-creation of value. The research
done in this article is one that is of great value as it creates a conceptual and
dynamic customer loyalty framework and identifies all the factors that are
responsible for influencing the development of this framework in the service