(PJHAS) PUSA Journal of Hospitality and Applied Sciences
The journal focuses on the original research that contributes toward development in Tourism and Hospitality sector. It brings forth the discussions related to the development and recent trends in various fields applicable to Tourism and Hospitality Industry. This Journal covers research work applicable to Tourism Management, Hotel Management, Food Safety & Hygiene Standards, Nutrition & Health, Human Resource Management, Environment and Tourism, Travel and Tourism, Cuisines, Innovation, and New Product Development. Through this wide spectrum of various subjects, we would like to promote research aptitude amongst the academicians and hospitality personnel. The Journal is the copyright of Institute of Hotel Management Catering and Nutrition, PUSA, New Delhi. All rights reserved. No portion of the contents may be reproduced in any form without permission in writing from the publisher. Only references allowed with proper citation. Indexing Details: Base Indexing, Google Scholar, Crossref, Scopus-Applied For, Wos, Base, ICI, ASI, CABI Indexed, NAAS Indexed
Institute of Hotel Management Catering & Nutrition
Role of E-Learning in Promoting Sustainable Skill Development in Tourism
Background: The education of tourism is experiencing a structural change because of the growing use of digital classes and distance teaching. Tourism-related institutions are likely to incorporate sustainability, competencies in the industry, and technology training in their curricula. E-learning has become a key instrument in the sustainable acquisition of skills, but its success in the tourism training needs empirical studies. Objective: The main aim of this research is to investigate how e-learning contributes to the sustainability of a skill development in tourism studies, particularly the e-learning practices, learning engagement, perceptions of the perceived effectiveness of online learning tools, and the issues linked to higher education online learning. Methodology: The study was done using a quantitative research design. The data were sampled among 300 undergraduate and postgraduate tourism and hospitality management students of the higher institutions of learning in the North India and especially in Uttar Pradesh and the Delhi-NCR region who were exposed to digital learning platforms. data collection involved the use of a structured questionnaire on a five-point Likert scale. The proposed hypotheses and relationships between variables were tested with the application of statistical methods such as descriptive statistics, reliability analysis (Cronbach’s alpha), correlation analysis, and multiple regression analysis. Results: The results demonstrate that e-learning practices and engagement of the students play a significant role in sustainable development of skills. Correlation analysis revealed a positive relationship of high strength between e-learning practices and sustainable skill development (r= 0.61). The regression analysis also revealed that the e-learning practices were found to be the most effective predictor of sustainability skills (β= 0.31, p< 0.05). Nevertheless, all issues like lack of exposure in practice and technical problems adversely affect learning results. Conclusion: The research concludes that e-learning may be an efficient mechanism to support sustainable skill development in tourism education in case accompanied by the interactive design, technological reliability, and a chance to practice learning. To determine the most benefits of digital education in tourism programs, it is necessary to address practical training gaps and technical issues.
A Comparative Study of Perceived Importance and Preparedness of Soft Skill Competencies among Final-Year Hospitality Students and Early Career Employees in Mumbai Star Hotels
Background: Soft skills such as communication, leadership, teamwork, time management and problem-solving are increasingly recognized, are becoming more critical for successful hospitality businesses. Mumbai’s star hotels, where expectation for service standards is high have close link with hospitality education to produce skilled professionals. Objectives: This study compares final-year hospitality students’ perceptions of soft-skill importance and preparedness with early-career employees’ retrospective evaluations of their perceptions of soft-skill importance and readiness. The study also highlights the potential gaps between academic training and workplace realities. Methodology: A comparative quantitative design was employed, surveying 98 final-year students and 84 early-career employees in Mumbai using structured questionnaires. Responses were measured on a five-point Likert scale. Data analysis included descriptive statistics, paired samples t-tests and independent samples t-tests. Results: Both groups rated soft skills as highly important (mean > 4.0). However, through paired sample test the preparedness scores were consistently lower, with lowest reporting mean for readiness (M=3.85) for communication and the highest reported mean of preparedness being (M = 3.96) for both time-management and problem-solving. Significant differences appeared between importance and preparedness within both groups, but no significant differences were found between students and employees in overall perceptions. Conclusion: Findings reveal a persistent gap between the recognized importance of soft skills and perceived preparedness among hospitality graduates and employees. While academic training aligns with industry expectations in recognizing importance, practical readiness remains insufficient. The study highlights the need for experiential learning, industry collaboration and curriculum reforms to strengthen soft-skill development in hospitality education.
Communication Influences among Gen Z Students Enrolled in B.Sc. Hospitality Programs: Implications for Marketing Strategies in NCHMCT-Affiliated Institutes
Background: This study focuses to address the issue of the changing admission patterns in NCHMCT colleges and to develop an evidence-based marketing strategy. Objective: This research investigates the communication influences affecting the enrolment decisions of Generation Z students within NCHMCT- affiliated hospitality institutes in India. Methodology: Employing a quantitative, cross-sectional design with a sample of 409 students chosen through purposive sampling method. Research has included different IHM across India (i.e. Mumbai, Hyderabad, Silvassa etc) affiliated by NCHMCT. The study evaluates the impact of digital, interpersonal, and institutional communication channels with the help of a self-administered structured questionnaire consisting 23 close-ended questions. Jamovi has been used as a data analysis tool. Descriptive statistics, Pearson’s correlation and multiple regression analysis has been run to analyse the data. Results: Descriptive and correlation analyses reveal that while digital platforms are essential for initial awareness, institutional communication credibility and experience-based content—such as placement data and student testimonials—are the strongest predictors of enrolment decision satisfaction (R²= 0.581). Results demonstrate that Gen Z students prioritize authenticity and transparency over traditional promotional messaging. The findings suggest that while interpersonal influences from family and peers remain significant in the Indian context, institutional trust acts as the primary decisive factor. Conclusion: The study concludes that hospitality institutes must adopt an integrated marketing strategy that balances digital reach with high-credibility, outcome-oriented content to optimize recruitment. These insights provide an effective framework for administrators to enhance institutional positioning in an increasingly competitive educational marketplace.
Digital Pathways to Rural Fields: How Social Media Storytelling Shapes Agri-Tourism Destination Image and Visit Intentions
Background: Agri-tourism has emerged as an important alternative tourism segment, offering authentic rural experiences while supporting local livelihoods. With the growing reliance on digital platforms for travel planning, social media storytelling and user-generated content increasingly shape tourists’ perceptions of rural destinations. However, empirical evidence on how digital narratives influence agri-tourism visit intention remains limited. Objectives: This study examines the influence of digital storytelling elements on agri-tourism visit intention through cognitive–affective destination image. The study aims to investigate the effects of narrative vividness, perceived rural authenticity and user-generated content credibility on cognitive–affective destination image and to assess its impact on agri-tourism visit intention. Methodology: A quantitative, cross-sectional survey design was employed. Data was collected from 256 urban respondents from Andhra Pradesh, Karnataka and Maharashtra states who are exposed to agri-tourism related digital content using a structured questionnaire. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to evaluate the measurement and structural models. Results: Results indicate that perceived rural authenticity and user-generated content credibility exert moderate positive effects on cognitive–affective destination image, while narrative vividness shows a smaller but significant influence. Cognitive–affective destination image strongly predicts agri-tourism visit intention (β = 0.837), explaining 70% of its variance. The model demonstrates substantial predictive power, with digital storytelling variables jointly explaining 72.9% of destination image. Conclusion: The findings highlight cognitive–affective destination image as a key mechanism linking digital storytelling to agri-tourism visit intention. Authentic rural representation and credible visitor-generated content emerge as more influential than aesthetic storytelling alone. The study offers practical insights for agri-tourism operators and policymakers to design authentic, trust-enhancing digital communication strategies that strengthen rural destination appeal and stimulate visitation.
Caregiver-Centric Hospitality as a Driver of Destination Loyalty: A Quantitative Study in Chennai’s Medical Tourism Sector
Background: Medical tourism has experienced significant growth in recent years, positioning hospitality and tourism services as critical components of destination competitiveness. While existing studies largely focus on patients’ experiences, the role of caregivers accompanying international patients has received limited research, especially in medical tourism destinations. Objective: To inspect the impact of caregiver-centric hospitality dimensions, such as residential comfort, culinary autonomy, navigational and transport ease and linguistic and cultural support, that have a significant effect on destination loyalty among international medical attendants in Chennai. Methodology: A quantitative research design with a cross-sectional survey approach was used in this study. A structured questionnaire was administered through Google Forms to obtain the primary data. The questionnaire was distributed to 331 international medical attendants, from which 254 valid responses were used for analysis. The size was adequate as per Cochran’s formula. PLS-SEM was used for data analysis and to test the proposed hypotheses. Results: A strong explanatory power, with logistic hospitality dimensions, 86.6 % of variance was identified in destination loyalty (R²= 0.856). A significant statistical value was noted between all proposed relationships. Navigational and transportation ease emerged as the strongest predictor of destination loyalty (β= 0.321, p < 0.001), followed by culinary autonomy (β= 0.227, p= 0.021), residential comfort (β= 0.220, p= 0.044), and linguistic and cultural support (β= 0.215, p= 0.042). Conclusion: Caregiver-centric hospitality plays an important role in improving destination loyalty in medical tourism. Strengthening non-clinical support services for caregivers can improve destination competitiveness and long-term sustainability.
Turning Learning into Performance: How Skill Development Shapes Service Quality
Background: With the increasing emphasis on job-related skills, in service organizations performance quality will more and more be determined by employees’ capabilities to learn how to perform their jobs. While work-based learning is well established, little empirical evidence has been presented to explain how these practices become a source of improved service performance. Objectives: To understand the relationship between learning in workplace and service performance quality, how employee skill development mediates this relationship is studied. Methodology: The study was a quantitative cross-sectional design. A sample of 286 employees working in service organizations and training institution in Tamil Nadu was selected for data collection by a structured questionnaire. A partial least squares structural equation modeling (PLS-SEM) technique was applied in Smart PLS to test the relationships and mediations presented. Results: The findings reveal that workplace learning practices significantly influence employee skill development (β = 0.883, p < 0.001), and employee skill development significantly affects service performance quality (β = 0.968, p < 0.001). However, the direct relationship between workplace learning practices and service performance quality was not significant (β = −0.042, p > 0.05). The model explained 78.0% of the variance in employee skill development and 86.7% of the variance in service performance quality, confirming a full mediation effect. Conclusion: The study suggests that learning processes affect service performance positively but only if they result in substantive skill development. Focusing on skill-based interventions and experiential learning becomes indispensable for ensuring a sustained impact of performance.
Social Entrepreneurship as a Sustainability Mechanism in Tourism: The Roles of Business Models and Community Empowerment
Background: Tourism enterprises increasingly function in an environment where economic performance is balanced with environmental responsibility and social equity. Social value creation emerged as a key mechanism through which tourism enterprises contribute to sustainable development. Objective: Illustrating the application of Stakeholder Theory and the United Nations Sustainable Development Goals (SDGs), this study examines the influence of Social Value Creation (SVC) on Sustainable Tourism Outcomes (STO), with Sustainable Business Models (SBM) and Community Empowerment (CE) as mediating mechanisms. Methodology: A total of 386 samples were collected using a structured questionnaire administered via online survey. The validated questionnaire has been taken and slightly modified to capture the respondents’ perceptions of social value creation practices, sustainable business model adoption, community empowerment initiatives and sustainable tourism outcomes. A non-probability, purposive sampling approach was adopted, ensuring the respondents had relevant experience in tourism enterprises with a social or sustainable orientation from the Tamil Nadu region of India. Using Partial Least Squares Structural Equation Modeling (PLS-SEM), the study tests the conceptual framework empirically by linking social entrepreneurship and sustainability in tourism. Results: The findings demonstrate that social value creation significantly influences sustainable business models and community empowerment, thereby enhancing sustainable tourism outcomes. Community empowerment emerged as the most influential predictor of sustainability. The model explains a substantial proportion of the variance in sustainable tourism outcomes, thereby strengthening the central role of stakeholder-centric, SDG-aligned tourism development. Conclusion: This study examined the role of social entrepreneurship, where social value creation embedded within tourism social enterprises contributes to sustainable tourism outcomes and identified the mechanisms through which this relationship operates.
Examine the Strategic Role of CSR in Cultivating Customer Satisfaction: Evidence from Restaurant Sector
Background: The study aims to investigate how Corporate Social Responsibility (CSR) influences the level of customer satisfaction in the restaurant industry providing empirical evidence on how socially responsible practices shape customer experiences and satisfaction. Objectives: The study has two objectives: First, to examine the personal and the group effect of economic, legal, ethical, and environmental CSR dimensions on customer satisfaction among the restaurant consumers. Second, to measure the relative power of each of the CSR dimensions (economic, legal, ethical, and environmental) in driving customer satisfaction results in the restaurant industry. Methodology: A quantitative approach was used whereby a questionnaire was administered to customers through structured questionnaires in different restaurants in Lucknow with 369 respondents. The data were discussed with the help of Exploratory Factor Analysis (EFA) and multiple regression. Results: The research confirms the fact that dimensions of CSR play major role in customer satisfaction. Economic CSR is the most impactful with respect to customer satisfaction, followed by environmental, ethical, and legal CSR. The sample size of the research included 369 respondents, where the Kaiser Meyer-Olkin value of adequacy of sampling is 0.826 and the test of Bartlett of sphericity is significant (ƛ2 = 4206.580, df = 105, p < .001). The regression model indicated that it explained 40.7% of the variance in customer satisfaction (R2 = .407), with the economic CSR being the strongest predictor (β =.281, p =.001) where the environmental CSR (β =.257, p =.001), ethical CSR (β =.168, p =.001), and legal CSR (β =.130, p =.012) come behind it. Conclusion: The study has empirically demonstrated that CSR is a strategic source of customer satisfaction in restaurants, which can offer managerial implication of prioritizing CSR activities. CSR as a strategic driver for enhancing customer satisfaction in the restaurant sector context are validated from the study.
Perception and Consumption of Processed and Packaged Dairy Products amongst Young Adults
Background: Dairy has long been a significant component of the Indian diet, providing crucial nutrients. Processed and packaged dairy goods contribute substantially to the increased consumption of such foods among consumers. Objective: To assess the frequency of consumption and perception of young adults for the processed and packaged dairy products. Methodology: Descriptive cross-sectional design was adopted where young adults (n=100) from Delhi NCR in age range of 18-26 years were assessed for consumption patterns and perception of dairy products namely lassi/chaach, plain dahi/yogurt, milk-based ice cream/kulfi/milk lolly, flavored yogurt/ flavored dahi). The data was collected utilizing a self-structured questionnaire, encompassing questions of sociodemographic details, frequency of consumption, and perception regarding health beliefs. Data was analysed by descriptive statistics. Results: Majority (73%) of the subjects were pursuing graduation and had budget of Rs 5000/- for additional expenses. For frequency of consumption 41% of subjects consumed processed and packaged dairy products on daily basis. Majority (43% and 36% respectively) were found to be satisfied for consumption of lassi/chaach, plain yogurt/dahi and flavored yogurt/flavored. Taste and smell were found to be predominant factor for selection of dairy product. For factors that influence purchase decision and dairy product selection, χ² =146.67 (p<0.005). Majority perceived dairy products to be healthy. Conclusion: The research found that dairy products are widely consumed and are perceived to be beneficial for overall health.
Human Resource: To Evaluate the Performance Appraisal Mechanism; Perspective of the Employees
Background: This study evaluates the effectiveness and perception of the performance appraisal mechanism from the employees’ perspective. Objective: To evaluate the performance appraisal mechanism and understand its impact on employee motivation, perception and productivity. Methodology: A quantitative survey-based approach was adopted among 100 employees working across hospitality, education, marketing, and IT organizations in Delhi and NCR. Data were collected through a structured questionnaire and analyzed using descriptive statistics. Results: The findings reveal that a majority of employees consider appraisals an important driver of motivation and fairness. Constructive feedback and transparent communication were identified as crucial determinants of satisfaction. Conclusion: The study concludes that fair and well-communicated appraisal systems improve employee engagement, trust and organizational performance.
Influence of Advertising Appeals in Hotel Industry: Role of Emotional, Rational, Endorsement and Aesthetic Appeals
Background: The hospitality industry operates under highly competitive environment, where marketing and adverts influence the decisions of consumers significantly. Emotional, rational, endorsement, and aesthetic advertising appeals: the essential selling strategies to capture and draw in customers. Nevertheless, how far does either type of appeal affects consumers in the hospitality domain is largely unexplored and should be administrated empirically. Objective: The study had two major objectives. First, examining the influence of “social media advertising appeals (emotional, functional, endorsement, and aesthetic) on” consumer buying behaviour with respect to hotel industry, and second, to examine the relative strength of identified social media advertising appeals (emotional, functional, endorsement and aesthetic) with respect to consumer buying behaviour in hotel industry. Methodology: “This study was exploratory cum descriptive in nature.” Responses were collected from residents of Raipur, capital city of Chhattisgarh; having age of 18 years or above, who had exposure to hotel advertisement or hotel services. This study employed convenience sampling method to obtain response from the 337 respondents. SPSS 21.0 was used for the analysis; “multiple regression was utilized to test the hypothesis and exploratory factor analysis (EFA) was used to extract the factors”. Results: The study extracted four factors emotional appeal, rational appeal, endorsement appeal, aesthetic appeal, on admissible range of Eigen values contributing 83.03% of total variance that contributes to consumer behaviour towards advertising appeals in hotel industry. The multiple regression analysis revealed that rational appeal is strongly correlated (strongest relationship) serving as one of the primary antecedents of consumer behaviour towards advertising appeals in hotel industry followed by aesthetic appeal, emotional appeal, and endorsement appeal significantly with model explaining substantial proportion of variance (0.64) in purchase decisions. Conclusion: “The findings of the study show that emotional, rational,” endorsement, and aesthetic appeals affect consumer decisions of the hotel industry with the highest impact made by emotional appeal. Hotels should focus more on storytelling and advertisements with visuals to enhance engagement. This study provides strategic framework for marketers to create the most effective ads and convert actions on bookings. We encourage future work to investigate whether the effectiveness of appeals differs by culture.
Impact of Modern Technologies on the Guest Relation in 5-Star Hotels
Background: The hospitality sector is undergoing rapid digital transformation, particularly in the luxury segment where delivering superior guest experiences is crucial. Modern technologies now serve as both operational enablers and key drivers of guest satisfaction. Objective: This study assessed the impact of technology on guest relations in five-star hotels by examining employee and guest perspectives. Methodology: A descriptive cross-sectional design was used. Non probability sampling was done. Data was collected from 45 hotel employees and 55 guests in the Delhi NCR region through structured questionnaires. Responses were analyzed using descriptive statistics. Results: Findings indicate high adoption of digital tools, with 81% of employees reporting consistent use for guest interactions and 98% confirming improved personalization. Email (44%) and telephone (40%) were the most common modes of communication, while mobile check-in was used by 72% of guests. Overall, 80% of guests agreed that technology enhanced satisfaction, though 63% preferred a hybrid model that combined digital and face-to-face service. Notably, 83% of employees reported experiencing operational challenges, compared to only 27% of guests, suggesting that staff often shield guests from technical issues. Conclusion: Technology has become integral to guest relations in five-star hotels, enhancing efficiency and satisfaction. However, the human touch remains essential. Continuous staff training and system reliability are recommended to support a balanced high-tech, high-touch approach.
Assessing Guest Knowledge and Awareness of Sustainable Practices in 5- Star Hotels: A Comprehensive Study
Background: The hospitality industry’s commitment to sustainability relies not only on implementation but also on guest awareness and engagement. This study evaluates the degree of guest knowledge about sustainable hotel practices and identifies which practices are most and least recognized. It further explores the sources through which guests learn about these initiatives and examines the correlation between their awareness and willingness to support such efforts. Objectives: The study aimed to assess guests’ awareness of sustainable practices, determine the most and least known initiatives, identify key information sources, and analyse the relationship between knowledge and willingness to engage in sustainability. Methodology: A descriptive research design was employed using a structured questionnaire distributed via convenience sampling. Responses were collected from 385 hotel guests across India. Data analysis through SPSS included descriptive statistics, one-sample t-tests, and Spearman’s rho correlation. Results: Recycling and waste management programs (mean=3.92) and the use of eco-friendly toiletries (mean=3.80) were the most recognized practices, while energy-efficient HVAC systems (mean=3.35), sewage treatment plants (mean=3.45), and towel reuse programs (mean=3.34) were least known. All practices showed statistically significant mean scores above the hypothesized moderate level of 3 (p < 0.001). Social media emerged as the most common information source, followed by hotel websites and in-room materials. However, 17.9% of respondents reported no awareness of any practices, and staff communication was the least reported source. A positive and statistically significant correlation (ρ=0.499, p < 0.001) was found between guest knowledge and their willingness to support sustainable initiatives. Conclusion: The study emphasizes the need for improved communication and educational strategies within hotels to bridge awareness gaps. Enhancing visibility of sustainability efforts through digital and direct engagement can boost guest participation and contribute to broader environmental goals.
To what Extent do Kolkata’s Star Hotels Practice Sustainable Waste Management
Background: The hospitality industry, a major contributor to global environmental issues, is under increasing pressure to adopt sustainable practices. While the concept of sustainability has gained momentum worldwide, the extent of its adoption in emerging urban centres like Kolkata remains unclear. Objective: The objectives are to explore and implement innovative waste management technology and practices in Kolkata star hotels to reduce environment impact and maximize resource recovery, where also identify and addressing the barriers hindering their adoption to promote sustainable waste management in hospitality sector. Methodology: This study explored sustainable waste management practices in five stars hotels in Kolkata. In-depth interviews and focus group discussions with supervisory staff from renowned hotel chain were done. The research adopted a qualitative design, with a total sample size of 30 participants. Data was analysed thematically to identify trends. Results: Kolkata’s hotel industry faces challenges in sustainable waste management due to financial constraints, technological limitations, infrastructure gaps, and guest behaviour. Progress has been made through waste segregation, plastic reduction, and digital tools. Overcoming these challenges requires government support, technological advancements, community engagement, and behavioural change programs. By integrating waste reduction, recycling, and resource recovery, hotels can establish a sustainable circular economy model. Conclusion: Continuous monitoring, innovation, and collaboration are circular for long-term success.
Facilitating or Blurring: Exploring the Influence of Technology on Work Life Balance in the Indian Hotel Industry
Background: Hotels are increasingly adopting smart technology to boost operational efficiencies, which has effectively reduced employees’ manual workload, it also presents potential negative consequences for work-life balance. Technology’s influence on employee work-life balance is critical for addressing emerging stressors, enhancing overall well-being, and improving retention within the hotel industry. Objectives: This study aims to explore the influence of technology on the work-life balance of Indian hotel industry employees and suggest the scope for improvement concerning the use of technology at the workplace. Methodology: This quantitative study employed a purposive sampling technique to collect data from 128 hospitality professional working in various departments of the hotel industry across India, via a structured questionnaire. Descriptive statistics summarized respondent demographics, while Spearman’s Rank-Order Correlation assessed relationships between technology use perceptions and work-life balance. All analyses were performed using Python. Results: The study revealed that 52% of respondents agreed or strongly agreed that technological tools contributed to reducing workload, and majority of the participants (64%) responded that it improves communication, and simplifying schedule management. However, the findings also highlighted negative consequences, including increased stress (47%), blurred work-life boundaries (51%), and a perceived pressure to remain constantly available (52%). Therefore, most of the participants propose the introduction of flexible work schedules, automation of routine tasks, and implementation of clear availability guidelines. Conclusion: Greater flexibility in work schedules, clearer availability guidelines, and the automation of routine tasks emerged as key technological changes preferred for improving employee’s work-life balance in the Indian hotel industry.
Managing Consumer Confusion in Online Tourism: The Impact of AI on Decision Postponement
Background: Tourism companies are available online with abundant choices which lead to consumer’s confusion. Objective: The study aims to understand and analyse the impact of consumer confusion leading to decision postponement with role of artificial influence using stimulus organism response [SOR] model. Methodology: Mixed method research with both qualitative and quantitative approach has been performed and analysis is carried out using SPSS 27 for factor analysis and Smart PLS 4 for measurement and path analysis. A total of 284 self-filled questionnaire responses were used for examining the consumer confusion. Results: Through stimulus organism response model; the antecedents, consequences, mediators, moderators and the application of constructs in various contexts have been reported. A framework along with the questions and scope for the future research has been proposed. Conclusion: The study enlightened on how AI lead travel sites and websites offer similar packages to the consumers with minimal to no differences driving to confusion, creating difficulty in adapting the destination choice which in turn leads to decision postponement. This study provides insightful information and awareness for travel/tourism companies, tourists and academicians on how confusion affects decision making.
Staff Retention in Hotel Industry: An Empirical Study Amongst Generation Z Working in Five Star Hotels of Mumbai
Background: Started as an action termed as ‘revenge tourism’ post pandemic, the phenomena seems to be far from over and the tourism activities in India is galloping. This phenomenon is generating good volume of business activities for hotels- rooms as well as food & beverages. This surge is creating a dearth towards skilled manpower in hotel industry and hotels are finding it difficult to retain quality manpower specially youngsters (Generation Z or Gen Z) joining the industry. Objectives: This study intent to identify the vital factors that contributes towards turnover intention of Gen Z and mitigate these factors to retain staff for a longer duration. Methodology: This is a quantitative research wherein three factors of staff retention were identified namely organizational citizenship behavior (OCB), employee engagement and job satisfaction, five constructs for each factors, namely learning and development culture, safety at workplace, welfare scheme for staff, leadership, autonomy, work-life equilibrium, recognition to employees by management, reimbursements, fixed duty hours, job assignments as per skills and education, etc. were drawn and a questionnaire was designed on the principles of five point Likert’s scale. The locale of study was luxury hotels of Mumbai. The hotels were either government approved five-star deluxe hotel or five-star hotels of Mumbai or hotels awaiting affiliation of five star. Total 153 responses were collected from staff working in four major revenue generating operational department of hotels. The data was tested with correlation and regression analysis. Results: As per the study 47.06% respondents with mean value 4.02 agreed that acknowledgement to employee’s efforts generates loyalty towards an organization, it was followed by training and development culture 45.75% (mean value 3.90) and job security with 41.83% ratings and mean value 3.91. Correlation analysis showed strong link between constructs of job satisfaction and employee engagement but weak link for OCB. When data was run in regression analysis R value for organizational citizenship behaviour against all the demographic profiles was less than 0.05, therefore it establishes no relationship between the factor and demographic profiles, however it was well accepted for other two factors. Conclusion: The hotels need to take care towards duty hours, leave policies, and internal work environment- which should be healthy and conducive to T&D if they want to retain Gen Z employees.
Toxic Leadership in the Hotel Sector: Identifying Causes, Consequences and Corrective Measures
Background: The problem of toxic leadership became a major organizational problem in the hospitality industry, and its negative impact on the welfare of the personnel, the quality of the provided service, as well as the sustainability of the organization. Objective: The aim of the research was to study the antecedents, consequences, and corrective factors related to toxic leadership within the hotel sector, in the context of the Delhi-NCR area. Methodology: The quantitative research design was used with cross-sectional design, and the data were gathered among 400 employees in 30 hotels (3-star to 5-star group). Toxic leadership, emotional exhaustion, turnover intention, perceived service quality, and the servant leadership were measured using structured questionnaires with validated scales. Results: The results showed that the most common toxic leadership traits that were perceived by the hotel employees were narcissism, self-promotion, and authoritarianism. Servant leadership was shown to be a major preventive element, and it minimized burnout and increased job satisfaction and retention intentions. The findings indicated that organizational culture and ineffective accountability systems promoted the presence of toxic leadership in hotels. Conclusion: This study added value to the existing bodies of literature since it brought the toxic triangle and Job Demands- Resources models to the hospitality environment. Pragmatic implications included leadership reforms, moral training, and start-up of anonymous feedback to reduce the toxic effects of leadership.
The Influence of Job Satisfaction, Work Life Balance and Career Growth on Hospitality Professionals’ Transition to Allied Sectors
Background: The hospitality industry has traditionally offered dynamic career opportunities within core hotel operations. However, over the past decade, there has been a notable shift of hospitality professionals from core hotel roles to allied sectors such as event management, tourism and consulting. This career movement has raised concerns regarding the sustainability of talent retention within hotel operations. Understanding the key factors influencing this shift is essential for developing effective strategies to improve employee satisfaction and retention in the industry. Objective: The study aimed to examine the impact of job satisfaction, work-life balance and career growth opportunities on the career transitions of hospitality professionals from core hotel operations to allied sectors. It sought to identify the underlying motivations for these movements and explore potential measures that could help hotel management retain skilled professionals. Methodology: A quantitative research design was adopted. The study was conducted in urban hospitality hubs where career transitions are more prevalent. A total of 130 hospitality professionals who had moved from core hotel operations to allied sectors participated in a structured survey. The survey utilized a structured questionnaire focusing on job satisfaction, work-life balance, career growth opportunities and professional motivations. Data analysis was performed using descriptive and inferential statistics. Results: The findings indicated that job dissatisfaction, poor work-life balance and limited career growth opportunities were significant drivers of career shifts among hospitality professionals. A majority of respondents reported seeking roles in allied sectors due to better work-life balance, structured work environments and enhanced career mobility. The study also found that professionals were attracted to allied industries offering more defined career progression pathways and greater job stability. Additionally, qualitative insights highlighted the role of workplace culture, managerial support and personal aspirations in influencing career decisions. Conclusion: The study concluded that the hospitality industry must prioritize job satisfaction, work-life balance and career development opportunities to retain skilled professionals. Enhancing career growth prospects, implementing employee-friendly work schedules and fostering supportive work environments could mitigate the trend of professionals shifting to allied sectors. These insights provide valuable recommendations for hotel management and policymakers in developing effective retention strategies to sustain a competent and motivated workforce in core hotel operations.
Analysing the Impact of Hotels Customer Relationship Management Strategies on Customers Satisfaction and Loyalty with Hotels of Bhopal
Background: Customer Relationship Management (CRM) strategies have become critical tools for establishing strong client relationships, enhancing customer experience and ensuring repeat business. These methods are vital in the hotel industry, particularly in Bhopal, where the focus is on customer satisfaction and loyalty. Objective: The objective of this research is to examine the impact of CRM strategies on customer satisfaction and loyalty in Bhopal’s hotel sector. The study investigates how various CRM practices, including staff friendliness, personalized services and information on local attractions, influence customer behavior. Methodology: The present research was conducted in Bhopal City, the capital of Madhya Pradesh, focusing on star category hotels. Data was collected from travelers above 18 years of age who had visited these hotels, using a convenience sampling technique. Data was gathered through a structured questionnaire developed on Google Forms and circulated via social media and emails. The survey included questions on the impact of hotel CRM strategies on customer satisfaction and loyalty, using a five-point Likert Scale. Data analysis is done based on 140 responses. Data collection was carried out in July and August 2024 and descriptive analysis, including weighted mean and percentage methods, was used to interpret the results. Results: The study revealed that personalization of services, with the highest weighted mean of 3.53, is the most impactful CRM strategy on customer satisfaction, followed closely by staff friendliness and helpfulness (3.51) and responsiveness to requests (3.49). Meanwhile, strategies such as follow-up after stay (3.13) and loyalty program benefits (3.29) are less influential on customer satisfaction. Conclusion: In conclusion, both objectives highlight the crucial role of personalized CRM strategies in driving customer satisfaction and loyalty. Personalization of services, staff friendliness and responsive communication are key to enhancing satisfaction, while personalized communication, loyalty programs and attention to customer preferences significantly foster loyalty. While these strategies generally lead to greater customer retention, their impact varies among individuals, suggesting that hotels should continually refine their CRM practices to meet diverse customer needs.
A Study on Understanding Pre-Placement Perceptions, Mindset and Coping Strategies of Graduating Students in Hotel Management Programs in India
Background: The transition from academic life to professional employment is a significant milestone for hotel management students, demanding a blend of technical skills and adaptability to industry expectations. This study explores pre-placement perceptions, mindsets and coping strategies of final-year students in the field. Objectives: The study aimed to assess students’ perceptions of the job market, analyse their mindset toward placements and identify coping mechanisms, with a focus on gender differences. Methodology: A descriptive research design with convenience sampling was employed, collecting data through a structured questionnaire using Google Forms from 384 students at NCHMCT-affiliated institutions across India. A structured questionnaire measured perceptions, mindset and stress management strategies. Data analysis utilized SPSS, including descriptive statistics, T-tests and Chi-square tests. Results: Findings reveal that students hold optimistic pre-placement perceptions, with a mean score of 3.83 on a 5-point Likert scale (T = 31.247, p < 0.001), indicating a significant deviation from a neutral outlook. Students with a growth mindset demonstrated significantly higher proactivity scores (Mean: 4.2, SD: 0.8) compared to those with a fixed mindset (Mean: 3.1, SD: 1.1; T = 5.34, p < 0.001). Gender differences were significant in coping strategies, as males relied more on problem-solving approaches while females favoured social support. The most common coping mechanisms included family and peer support, along with self-motivation. Conclusion: The study underscores the importance of mentorship, workshops and gender-sensitive support to prepare students for placements. Recommendations focus on fostering resilience and providing institutional support to enhance career readiness.
Barriers and Catalysts of Entrepreneurial Success in the Hospitality Industry: A Mixed-Method Analysis
Background: The hospitality sector, a significant global economic driver, faces numerous challenges including regulatory hurdles, financial constraints and workforce shortages, particularly in developing economies like India. Understanding the factors influencing entrepreneurial success in this sector is crucial for fostering sustainable growth. Objectives: This study aims to identify key barriers and catalysts affecting entrepreneurial activities in the hospitality industry and to analyse the internal factors such as entrepreneur’s diverse socio-economic and professional backgrounds that influences their journey and growth. Methodology: A mixed-method approach was employed, combining quantitative and qualitative data collection. An online survey with 11 closed-ended questions was distributed to 150 entrepreneurs in Mumbai and surrounding areas, resulting in 82 responses (55% response rate). Data collection technique used was convenience sampling. Additionally, in-depth interviews were conducted with 10 selected entrepreneurs. Quantitative data was analysed using descriptive statistics, while qualitative data was analysed through thematic analysis. Results: The study revealed that middle-level professionals with family business backgrounds are key drivers of entrepreneurship. 83% of respondents planned business expansion, with scalable ventures like cafes and food outlets being preferred due to lower capital requirements. 89% of respondents agreed that small businesses significantly enhance tourism. 63% agreed that management education develops business skills, but only a minority believed it adequately fosters creativity and innovation. 84% of respondents were flexible to relocate for business. Conclusion: The research highlights the critical role of family background, practical experience and adaptability in entrepreneurial success within the hospitality industry. While management education provides foundational skills, there is a need for enhanced focus on creativity and innovation. Government support, financial accessibility and infrastructure development are essential to mitigate barriers and foster a resilient entrepreneurial ecosystem.
HR Analytics Adoption in the Indian Hospitality Industry: A Path to Data-Driven Decision Making
Background: The rapid advancements in data-driven decision-making have revolutionized various industries, including the hospitality sector. Human Resource (HR) Analytics, a key component of this transformation, leverages data analysis to enhance workforce management, improve employee performance and drive strategic decision-making. However, the level of adoption of HR Analytics in the Indian hospitality industry remains an emerging and evolving concept. The hospitality industry, known for its dynamic and labour-intensive nature, heavily relies on effective human resource management. Challenges such as high employee turnover, skill shortages, job dissatisfaction and workforce mobility make HR Analytics an essential tool for improving efficiency and strategic workforce planning. Objectives: This study examines the key change factors influencing the adoption of Human Resource Analytics among Human Resource professionals in the Indian hospitality sector. It aims to analyse how individual perceptions, organizational culture and accessibility to HR technology impact the acceptance of HR Analytics. Methodology: A quantitative research design was adopted, data gathered through a structured questionnaire distributed via Google Forms. The study targeted HR professionals across various levels in the Indian hospitality industry, with a specific focus on metropolitan cities such as Delhi, Mumbai, Bangalore and Kolkata. A snowball sampling technique was used to reach participants. Out of the targeted 300 respondents, 75 valid responses were analysed. Statistical tools such as correlation analysis and linear regression were applied to assess the relationships between variables, including sense of capability, cultural influence, HR technology accessibility, data availability, risk framing strategy, ease of adoption and work performance enhancement. Results: The study found that six out of seven factors significantly influenced HR Analytics adoption. Work performance enhancement had the highest impact (Adjusted R² = 0.460, p < 0.05), followed by cultural influence (Adjusted R² = 0.307, p < 0.05) and HR technology accessibility (Adjusted R² = 0.258, p < 0.05). However, risk framing strategy showed no significant impact (p > 0.05). The study also confirmed that these factors are interrelated, highlighting the need for a comprehensive approach to HR Analytics implementation. Conclusion: The findings suggest that successful HR Analytics adoption in the Indian hospitality industry requires a multi-faceted approach, including employee training, leadership support, flexible work environments and investments in HR technology. Organizations must ensure that employees perceive HR Analytics as beneficial and easy to use, addressing concerns about data security and change resistance. Future research should explore the organizational-level adoption of HR Analytics and expand the sample size for broader insights.
Consumers Satisfaction Level Towards Sustainable Practices of 5-Star Category Hotels of Mumbai
Background: Sustainability in the hospitality industry has gained increased importance with environmentally conscious consumers. The present study focusses on consumers’ satisfaction towards the sustainable practices of 5-star hotels in Mumbai. This study helps to understand how these hotels have managed to deal with environmental concerns like energy efficiency, water conservation, plastic reduction, etc. and thus help in improving the customer experience by matching the rising sustainability expectations. This research attempts to analyze consumers’ perception regarding sustainability in 5-star hotels and suggests implementable suggestions to hotel practitioners that can contribute toward customer satisfaction. Objective: The primary objectives of this research were: To examine the consumers’ satisfaction level with sustainable practices at 5-star hotels in Mumbai. To suggest measures for hotel professionals to improve consumer satisfaction with these sustainable practices. Methodology: To fulfill the objectives of the study, a descriptive research design was adopted. Data were collected during August 2024 through convenience sampling in respect to diversified visitor responses towards the 5-star hotels of Mumbai. Online surveys through social media and e-mails were adopted as data gathering instruments, wherein a total of 270 questionnaires were issued and 165 were received. Only 156 were considered for final analysis. It contained two sections: a demographic data questionnaire and a questionnaire assessing consumer satisfaction with sustainable practices. The description statistics and specifically the technique of central tendency, were utilized to determine the weighted means and rankings for each of the practices surveyed. Results: The most appreciated were energy efficiency (3.87) and water conservation (3.56) by guests as being highly satisfactory. Plastic reduction (3.38) as well as the sourcing of sustainable food (3.12) followed even though reactions towards these were varied. Practices such as waste management, sustainable linen reuse and environment friendly toiletries were rated only moderately satisfactory; however, sub-areas including local community engagement, transparency and carbon emissions reduction were not rated satisfactorily, where there is room for improvement with better communication and visibility of the sustainability efforts. Conclusion: Energy efficiency and water conservation are highly appreciated by guests; however, other practices such as waste management, linen reuse and eco-friendly toiletries are not communicated sufficiently. Sustainability activities such as involvement in the local community and reduction of carbon also require more visibility for consumer satisfaction. Hotels should therefore focus on increasing guest engagement and transparency in sustainability initiatives to fulfill guest expectations within luxury standards.
Transformations in Campus Placement Drives in Hospitality Institutions Across Madhya Pradesh : Post-COVID
Background: Hospitality education plays a vital role in shaping students’ knowledge, skills and attitudes, transforming them into industry-ready professionals and enhancing their employability upon graduation. Campus placement drives are highly anticipated process for final-year hospitality students, as they provide opportunities to secure jobs immediately after completing their studies. However, the Covid-19 pandemic had a severe impact on the hospitality job market, leading to significant disruptions in placement opportunities. In the post-pandemic period, several studies have explored hospitality job prospects and the expectations of graduating students. Objectives: This study addresses an unexplored gap by focusing on three key objectives. First to examine the impact of the pandemic on placement opportunities for graduating batches from 2020 to 2023. Second to identify the essential attributes that prepare hospitality students for successful campus placements. Third to assess student satisfaction with placement drives and gathering recommendations for future improvements. Methodology: A descriptive research design was employed, utilizing a structured questionnaire completed by hospitality graduates from colleges across Madhya Pradesh between 2020 and 2023. A total of two hundred fifteen filled up questionnaires were received back of which two hundred and nine were usable. The data was analyzed using frequency and percentage represented in a tabular manner. Results: The findings reveal that most respondents perceived the pandemic as having a negative effect on job opportunities. As (73.68%) of the respondents felt that placement opportunities decreased. Additionally, the study highlights key attributes essential for successful placements, such as theoretical knowledge, strong communication and interpersonal skills. The dissatisfaction regarding the campus placement is on the decline from (54.84%) among 2020 graduates to (17.65%) among 2023 graduating batch. Conclusion: To enhance future campus placements, the study recommends initiatives such as career fairs, placement lectures, seminars and workshops at the institute level. Moreover, it emphasizes the need to expand the role of placement coordinators beyond organizing interviews to actively supporting students’ career development.
Exploring the Role of Hotel Facilities on Tourists Star Category Hotel Selection in the State of Uttar Pradesh
Background: The role of hotel facilities in tourists’ selection of star-category hotels is an essential area of focus, as it aims to understand guests’ preferences and improve service offerings. This research study explores the influence of hotel facilities on tourist decision-making with regard to visiting heritage arc cities, such as Agra, Lucknow and Varanasi in Uttar Pradesh. Objective: The primary objectives of this research was to examine the influence of hotel facilities on tourists’ selection of star-category hotels in the state of Uttar Pradesh and to recommend strategies for hotel professionals to upgrade amenities and services that align with customer preferences. Methodology: A descriptive research design was followed to conduct this research. Data was obtained in December 2024 through a questionnaire based survey conducted from 273 tourists who had experienced the star category hotels in Agra, Lucknow and Varanasi. Data was analyzed through weighted means and standard deviations. Results: The findings suggest that room service/ in-room dining (Weighted Mean = 4.12), restaurants/coffee shops (Weighted Mean = 3.91) and business facilities like business centers (Weighted Mean = 3.85) and Wi-Fi (Weighted Mean = 3.67) are primary determinants of hotel choice. They emphasize convenience, comfort and connectivity as important. By comparison, places such as shopping arcades (Weighted Mean = 2.93), fitness centers (Weighted Mean = 2.76) and babysitters (Weighted Mean = 2.59) exert a less significant influence on tourists’ choice. Hotels need to concentrate on priority services while upgrading secondary amenities to accommodate varied guest expectations. Conclusion: This study highlights the importance of core facilities such as room service, food and business services in bringing in tourists to star-category hotels. The hoteliers must make developing these services a top priority while enhancing less significant ones such as fitness clubs and babysitting to attract more customers. The synchronization of services with customer requirements enhances satisfaction and loyalty.
From Intention to Action: Factors Shaping Tourist Decisions to Experience Local Food
Background: Culinary tourism enhances travel experiences by allowing tourists to engage with local cultures through food. Understanding the factors influencing tourists’ decisions to sample and purchase local food is crucial for destination marketers. Objective: This study examines the relationships between Tourist Attitude Towards Local Food (TALF), Tourist Subjective Norms (TSN), Tourist Perceived Behavioural Control (TPBC), Tourist Intention to Sample Local Food (TISLF) and Tourist Decision to Purchase Local Food (TDPLF) in Nainital, India. Methodology: The study adopted a quantitative research design and was conducted in Nainital, a popular tourist destination in Uttarakhand, India. A structured questionnaire was used to collect data from 450 domestic tourists using convenience sampling. Data were analysed using Structural Equation Modeling (SEM) and path analysis through PLS-SEM to assess relationships among key variables and test the proposed hypotheses. Results: TALF, TSN and TPBC significantly influence TISLF, which, in turn, positively affects TDPLF. Social influence, perceived control and positive attitudes shape tourists’ food choices, with food sampling playing a key role in purchasing decisions. Conclusion: The study highlights the importance of social influence, accessibility and cultural authenticity in enhancing culinary tourism. Strengthening these aspects can boost Nainital’s appeal as a gastronomic destination.
Examine the Role of Short Video Platforms on Tourist’s Attitude: A Technology Acceptance Model (TAM) Approach
Background: In spite of the fact that Short Video Platforms (SVPs) are becoming more popular in the tourism industry, however scarce literature on SVP influence tourists’ attitude towards various SVPs is available. This study has used Technology Acceptance Model (TAM) to comprehend the tourist’s attitude towards SVPs. Objectives: The study objectives were twofold: First, to explore factors influencing tourist’s attitude towards SVP’s. Second, examining the impact of antecedents on tourist’s attitude towards SVP’s. Methodology: Exploratory research design was used in this study on 331 samples in Varanasi with a sample size of 331, purposive sampling technique was incorporated. Exploratory Factor Analysis (EFA) and multiple regressions were used to identify the factors and their relative strengths towards tourists’ attitude with respect to short video platforms (SVPs). SPSS software was used in analysing data. Results: Findings of the study revealed that perceived enjoyment is the strongest predictor of tourist’s attitude towards SVPs and perceived usefulness is the weakest one. The results suggested coefficient of determination (R2) of 0.422 that 42.20% of the variance in the dependent variable (Tourists Attitude towards Short Video Platforms) can be accounted for by the independent variables, namely perceived usefulness, perceived ease of use and perceived pleasure. Conclusion: The use of Social Media Influencers (SMIs) who demonstrate competence and the presentation of films that are both fun and user-friendly on SVPs should be the primary emphasis of Destination Marketing Organizations (DMOs) and tourist marketers for the promotion of their respective destinations.
A European - Australian Comparative Study on Competency Gaps in Chef Training: Implications for Chef Training in Australia
Background: This study investigates the competency gaps in chef training in Australia by comparing it with European practices. Objective: It identifies competency gaps in Australian chef training programs particularly in foundational culinary techniques, business acumen and adaptability by comparing them with European practices and propose a model for improvements based on these findings Methodology: Employing a comparative qualitative design, this study gathered data through semi-structured interviews with 29 industry professionals in Europe and Australia. Thematic analysis, based on Costa's (2019) framework and drawing on Braun and Clark's (2006) approach, was used to analyze the data. Results: Based on the findings the proposed model emphasizes practical experience, a broader curriculum and a focus on mental resilience, aiming to enhance graduate employability and meet the evolving demands of the culinary industry. Conclusion: By addressing these gaps and adopting a more holistic approach, Australian chef training programs can better equip graduates for success in the evolving culinary landscape.
Navigating Dietary Complexities: Understanding Gluten Intolerance Awareness among Stakeholders
Background: Eating out is not only a common trend these days but also necessity for many who live away from their families especially students pursuing higher education. With growing trend of food hypersensitivity catering industry needs to get driven for such special requirement. Objective: This study aimed to check the awareness of stakeholders for gluten intolerance with respect to the market and sensory evaluation of the developed alternative. Methodology: A cross-sectional study was conducted on consumers and food business operators of Central Delhi. Consumers were 18 years and above and claiming to be gluten intolerant. Food business operators were local shopkeepers running food stalls and bakery. A self -structured questionnaire was designed for stakeholders respectively. Developed gluten alternative was sensory evaluated by consumers on 9-point hedonic rating scale for its overall acceptability. Data was analyzed for the stakeholders by using descriptive statistics. Results: The results indicate that majority (53.65%) consumers were familiar with the symptoms of gluten intolerance like headache and digestive issues. Furthermore, majority (68.3%) identified rice and corn to be an alternative for gluten. Level of satisfaction from market for availability of alternatives is medium (61%).Sensory score for developed alternative was 7.19 ±1.53. Regarding food business operators’ majority (53.12%) receive customer request for availability of gluten free products, 46.87% are affirmative to provide alternatives subjected to demand of consumers. 53.12% also showcased interest in receiving training or resources for gluten intolerance and lactose free cooking skills and outsourcing of such food items. Conclusion: In general stakeholders showcased awareness about their food intolerance and improved availability of alternatives in market. At the same time willingness of food business operators to offer such products on menu. The study recommends to provide training to food business operators for provision of diversified menu for prospective consumers.