African Journal of Tourism and Hospitality Management

Understanding the Impact of Crop Raiding by Wild Animals on People’s Livelihoods in Sub-Saharan Africa

Nuwe John Bosco, Winfred Sila — Fri, 10 Jan 2025 23:15:50 +0000

Crop raiding and human-wildlife conflicts are major challenges facing communities adjacent to protected areas in Sub-Saharan Africa (SSA). This has affected the food and income security of inhabitants in such regions. The extent of crop raiding on peoples’ livelihoods is not well documented. The aim of the study is to understand the impact of crop raids on people’s livelihoods in the SSA region. It was guided by specific objectives, namely; the history of crop raiding, the common animals involved in crop raiding, the causes of crop raiding by wild animals, the effects of crop raiding on people’s livelihoods, and lastly, crop protection techniques to reduce the impact of wild animal crop raiding to come up with the implication of the future research and policy implementation. A literature search from 2000 to 2024 was made from Google Scholar, Science Direct and Research Gate search engines using key phrases to get appropriate articles for this review. 120 relevant publications were identified from which 71 closely related publications were scrutinized and used for this article. Results show that crop raiding is the major cause of human-wildlife conflicts that have resulted in severe damage to crops, food insecurity and income insecurity, thus curtailing the development of affected areas. The study concludes that the participation of all relevant stakeholders and enacting and enforcing appropriate policies can reduce the frequency and severity of crop raiding and promote sustainable development. This study addresses SDG 1 (No Poverty) by undermining income generation and increasing vulnerability among rural communities. It also relates to SDG 2 (Zero Hunger) as it disrupts agricultural production, leading to food shortages. SDG 15 (Life on Land) is directly pertinent, aiming to protect ecosystems and biodiversity while mitigating human-wildlife conflicts

Effect of Unrelated Diversification Strategy on Organizational Performance among Star-Rated Hotels in the Kenyan Coast

Jacob Owenga Kitoto, PhD — Tue, 21 Jan 2025 12:15:47 +0000

Despite its growth, potential contribution to the economy and being an integral part of tourism destinations, the performance of the hotel sector has remained susceptible to both domestic and global uncertainties. Most of the studies conducted in developed countries concentrate majorly on manufacturing firms. This creates a gap in developing countries. This study was guided by the following objective: To examine the effect of unrelated diversification strategies on organizational performance among star-rated hotels on the Kenyan coast. An embedded mixed method comprising a descriptive survey and explanatory research design was used. The study was conducted on the Kenyan coast. Stratified random sampling techniques were used to select the hotels, Purposive sampling was used to select Strategic managers and random sampling technique was adopted to select both middle and lower-level managers. Data was collected through a questionnaire and interview schedule. 383 questionnaires were distributed and 29 managers were interviewed. Descriptive statistics and simple linear regression were used to analyze data. Qualitative data was analyzed thematically. 354 questionnaires were dully filled representing a 92.7% return rate while 29 general managers interviewed represented 80.6%. The simple regression model result showed that R-squire = 0.558. This means that 55.8% of performance is explained by conglomerate and collaboration diversification strategies. The result indicated that conglomerate diversification strategies (p-value < 0.0001) and collaboration diversification strategies (p-value = 0.031) are significant predictors of the performance of star-rated hotels on the Kenyan Coast. The null hypothesis was tested and rejected. According to the findings, the study recommends that hotels wishing to increase or retain their financial position and market share and also achieve economy of scale even during business turbulence should employ an unrelated diversification strategy. This will ensure hotels' high performance and sustainability during business distress such as the COVID-19 pandemic or decline in product lifecycle

Gastronomic Identity: A Review of the Environment, Culture and Economy Effect on Culinary Tourism

Eusabia Bosibori Ondieki — Wed, 05 Feb 2025 16:55:32 +0000

Gastronomic identity encapsulates an individual's cultural background and food choices wherever they go to work or visit as tourists. The study evaluated various factors that are considered to influence gastronomic identity. The dominant environmental elements include geography and climate, which impact available agricultural products and the adaptability of new products due to trends, fashion, or demand from increased travel. The cultural elements included religions, history, ethnic diversity, innovations, capabilities, traditions, beliefs, and values. The tourism industry is not only affected by the environment but also by cultural and culinary heritage and the cost of living. Tourism is a way to promote traditions and customs. Eating habits are a matter of culture, a product of codes of conduct and the structure of social relationships. This study aimed to establish how Kenya’s vast cultures satiate their gastronomic identities while appreciating other cultures’ ethnic foods with the current economic situation. The study used a desktop review of studies in gastronomic identity. Findings will be used to provide information on gastronomic tourism. Understanding these concepts can be valuable when relating food choices, defining culinary tourism strategies, and local restaurant concepts

From COVID-19 Crisis to Solutions for Community Conservation and Nature-Based Tourism Enterprises: The Case of Amboseli Ecosystem, Kenya

Mon, 10 Feb 2025 13:17:04 +0000

The Coronavirus Disease (COVID-19), a global pandemic, impacted livelihoods, economies and industries worldwide. The conservation and nature-based tourism sector was one of the leading economic casualties, resulting in a conservation crisis. Tourist attractions, hotels, sporting events, visits to cultural sites and most of the leisure activities that required travel and gatherings were destabilized by lockdowns, travel and other restrictions. This study aimed to assess the range of community conservation and nature-based tourism enterprises and their responses post-COVID-19 in the Amboseli ecosystem in Kenya. Using a bottom-up approach, a questionnaire survey targeting the local communities involved in conservation and ecotourism enterprises, and conservation agencies, was undertaken to understand how the measures taken to control the spread of the COVID-19 pandemic and understand how the interventions and investments that were employed impacted their operations and programmes. The results show that the measures taken to contain the spread of the COVID-19 pandemic had significant impacts on local communities, conservation and nature-based tourism operations and programmes. Most communities and enterprises reported high impacts in activities related to loss of jobs and income, protecting biodiversity, loss of livelihoods for neighbouring communities, heightened threats from human-wildlife conflicts, and diminished support to development projects and neighbouring communities forcing some communities to turn to unsustainable conservation activities to support their livelihoods. Nevertheless, the study identifies the areas that need urgent support to strengthen the ability of communities and conservation enterprises to respond to future pandemics. They include funding to minimize human-wildlife conflicts and support the livelihoods of local communities, enhanced technical support and strengthening, and broadening collaborations and partnerships. This opens an opportunity for national dialogue between the government and conservationists to rethink the way that conservation and ecotourism-related enterprises are planned and the introduction of strategies on how to prevent and manage future pandemics of this nature.

Tourism Value Chain Determinants of Destination Competitiveness in Tanzania: Mediating Role of Mobile Application

Thereza Mugobi — Mon, 17 Mar 2025 16:27:14 +0000

This study seeks to explain the mediating effect of mobile application usage on the relationship between determinants of the tourism value chain and destination competitiveness. Employing a positivist philosophy, the research utilized an explanatory design based on a deductive approach. Three hundred and twenty questionnaires were distributed to tourists who visited Serengeti National Park, resulting in 238 usable responses for subsequent analysis. Data collection employed non-probability (purposive) and probability (stratified) sampling techniques, relying on primary and secondary data sources. Structural Equation Modeling (SEM) was conducted using AMOS software to analyze the relationships among the variables and test the mediating effect of mobile application usage on pre-travel, during-travel, and post-travel experiences; Structural Equation Modeling (SEM) was conducted using AMOS software. The primary finding of this study indicated partial mediation between mobile application usage and the relationship between pre-travel and post-travel experiences on destination competitiveness. Conversely, a full mediation effect was observed between mobile application usage during travel and destination competitiveness. This research contributes to theoretical discourse by providing empirical evidence on concepts related to pre-travel, during-travel, and post-travel experiences that require further investigation within the Tanzanian context. Implementing an official mobile application is essential to enhance Tanzania's competitiveness relative to other African destinations. Furthermore, this model may be utilized in comparable tourist destinations across Africa, enabling a comparative analysis with existing findings and fostering the development of more robust theoretical frameworks

Contribution of Ecotourism to the Community’s Economy in Coastal Areas of Tanzania

Oliver Simeon Lihuluku, Deo Shirima, Agnes Sirima — Wed, 16 Apr 2025 15:19:00 +0000

This study assesses the contribution of ecotourism to community economies in Tanzania's coastal areas, with a focus on Kisarawe village, Kunduchi Street, and Kaole village in the Pwani and Dar es Salaam regions. Using a cross-sectional research design that incorporated both qualitative and quantitative approaches, data were collected from 151 households within a 50-kilometer radius of the Pugu-kazimzumbwi Nature Forest Reserve, Mbudya Island, and the Kaole Historical Site through semi-structured surveys. Qualitative data was analyzed using relative frequency analysis, while quantitative data was examined using descriptive statistics, including mean, variance, and standard deviation. The analysis was conducted using MS Excel and IBM SPSS software. Results revealed that ecotourism contributed 41.15% of the total monthly household income, with a median monthly income of TZS 186,920 from ecotourism-related occupations. Six main ecotourism occupations were identified: service provision (25.5%), cleaning services (25.1%), tour guiding (24.7%), first aid nurses (8.5%), curio shops (8.1%), and nursery attendants (8.1%). Community initiatives supporting ecotourism included tree planting (26.4%), food services (21.0%), road maintenance (15.8%), and improvements to water supply (10.5%) and electrical services (10.5%). Local businesses supporting ecotourism provided food and beverage supply (26.3%), motorcycle transportation (5.3%), and other hospitality services (63.1%). While other income sources constitute 58.85% of household income, ecotourism has emerged as a substantial complementary source (41.15%) for coastal communities. The research highlights ecotourism's potential as a tool for economic development in Tanzania's coastal regions, suggesting the need for continued support of sustainable ecotourism to enhance community livelihoods

Home-based Tourism Businesses and Destination Sustainability: A Case Study of Kabale Municipality, Uganda

Miriam Amutuheire, Njue Michael Murimi, PhD, Nuwe John Bosco, PhD — Thu, 17 Apr 2025 13:39:33 +0000

Home-based tourism businesses (HBTBs) play a critical role in enhancing the sustainability of tourism destinations. The study investigated the relationship between home-based tourism businesses and destination sustainability in Kabale Municipality, Uganda. This research explored the operational characteristics, competitiveness, and influence of government policies on these businesses, examining their contributions to sustainability's economic, social, cultural, and environmental dimensions. The study adopted a purposive sampling technique (Andrade, 2021) and out of the 357 selected samples, 286 presented effectual responses. A cross-sectional research design was adopted, combining qualitative data from surveys and qualitative insights from interviews. The study findings revealed that home-based tourism operations β0.512, competitiveness β0.378, and government policies β0.412 contribute positively to economic, social, and environmental sustainability through employment creation, cultural heritage preservation, and eco-friendly practices. The study results imply that a single unit change in home-based tourism operations, competitiveness, and government policies enhances a destination's sustainability in Kabale Municipality, Uganda. Further, the empirical evidence implied that home-based tourism business operations have the greatest impact on competitiveness and government policies. The study suggested that efforts to enhance tourism sustainability should focus primarily on improving operations and competitiveness, with government policies playing a supportive but still essential role. However, the study also highlighted the challenges related to resource management, infrastructure development, policy support, and community engagement and recommended that there is a need to foster a supportive ecosystem that maximizes the positive impacts of HBTBs on Kabale’s long-term destination sustainability.

An Analysis of How Work-Life Balance Impacts on Employee Performance and Turnover in the Hotel Industry in Uganda

Musoke Aggrey, Twagirayezu Jean Pierre, Ingabire Stella, Kalulu Ronald — Thu, 01 May 2025 16:26:48 +0000

Purpose- The study explored the relationship between organizational work culture, work-life balance and employee turnover in selected hotels in Uganda and was prompted by the increasing employee turnover in hotels. Method- It purposively sampled employees from selected hotels in Kampala. A cross-sectional survey design was used with a sample size of 278 out of the total population of 1000 hotel employees. Findings- Findings indicated that organizational culture and work-life balance significantly predicted 70% employee turnover. The study recommendations were that hotels in Uganda should improve organizational work culture and work-life balance so as to reduce employee turnover. Originality of the research – While previous research has extensively explored work-life balance in corporate settings, there is limited insight into its interaction with organizational culture within small and medium-sized enterprises (SMEs), which this study addresses. This study uniquely combines social identity theory and organizational support theory to examine how organizational culture influences work-life balance perceptions among diverse employee groups. Employing a mixed-methods approach, this study integrates quantitative surveys with in-depth interviews, allowing for a more comprehensive understanding of how organizational culture impacts employee work-life balance. By offering insights into the link between flexible work arrangements and organizational culture, this research provides actionable recommendations for HR managers to improve employee engagement and retention. In the context of increased remote work and shifting workplace expectations post-COVID-19, this study offers fresh insights into how flexible organizational cultures can better support employee work-life balance.

Effects of Organizational Support for Green Environment Practices Implementation on Hotel Performance in Uganda’s Conservation Areas

Christopher Paapa, George Otieno Obonyo, PhD, Oscar Ouma Kambona, PhD — Sat, 03 May 2025 23:08:52 +0000

The study sought to determine the effect of organisational support (OS) for energy-saving, water conservation, and waste management practices implementation on hotel performance (HP) in conservation areas in Uganda. The study used a correlational research design with quantitative methods about OS and HP. Krejcie and Morgan's 1970 sample size determination table was applied in selecting 265 participants from a population of 851 employees in 19-star-rated hotels from the study area. These participants were selected using multistage sampling consisting of stratified, proportional, and simple random sampling. Data was collected via self-administered questionnaires distributed with the help of trained research assistants. Construct validity was evaluated through factor analysis, using both exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Data was subjected to descriptive and factor analysis in SPSS 25 and partial least structural equation modelling (PLS-SEM) in SmartPLS4 for modelling and hypothesis testing. The results indicate that the OS accounts for 54.4% (R² =0.538) of the variation in hotel performance. Specifically, the results show that OS (P<0.05), had a direct significant effect on hotel performance in conservation areas in Uganda. The blindfolding results confirm adequate predictive relevance, with the lowest Q² value at 0.538. The results show that all of the Q2 predicted statistics for the endogenous latent variable and the measurement variables of the endogenous construct are greater than 0. The study concluded that organizational support mechanisms for green environment practices implementation are essential, and have a significant effect on hotel performance in conservation areas in Uganda. The results of this study are useful to policymakers and industry practitioners by providing relevant insights in guiding decision-making to improve hotel performance. It also adds to the existing body of knowledge on the discussions relating to organizational support and hotel performance.

Determinants of Diversification Strategies in Star-Rated Hotels: Evidence from Coastal Kenya

Jacob Owenga Kitoto — Mon, 05 May 2025 11:51:21 +0000

The choice of diversification strategy is critical for the long-term sustainability of hotel firms. Hospitality and tourism industry especially the hotel sector should emphasize diversification strategies to motivate and develop resilience to counter the organizational and environmental forces especially at the backdrop of post-COVID- 19 business operation recovery that is characterized by low sales volume and profitability level. Several studies have explored the relationship between diversification and performance in the hotel sector. However, few studies have shown evidence of research of this nature. This therefore, creates a gap for this study. This study aimed to examine factors determining the choice of diversification strategies among star-rated hotels in the Kenyan coast. This study adopted an explanatory research design as it provides detailed data. The target population for this study was 36 hotels. A stratified random sampling technique was used to select the hotels. Purposive sampling was used to select Strategic managers. In-depth interviews were carried out to a certain factor determining the choice of diversification strategy among star-rated hotels. Data was collected through interview schedules. The study applied inductive analysis, identifying thematic areas from qualitative data collected from key informants through interviews. 29 interviews were successfully conducted representing an interview response rate of 80.6%. The result shows that growth, risk reduction, profitability and market attractiveness, organization culture and government policy were the main determinants of the choice of diversification strategy among star-rated hotels in the Kenyan coast. Additionally, factors such as management capabilities, brand identity, defensive diversification and offensive diversification were also noted. Due to the massive and unique economic and non-economic risk hotel business faces, diversification, strategy remains a critical in the hotel business today. Therefore, diversification decisions should align with a firm's strategic capabilities and market environment to achieve the organization’s desired outcomes.

Energy Conservation Practices and Performance of Hotels in Conservation Areas in Uganda. The mediating effect of Organizational Support

Christopher Paapa, Oscar Ouma Kambona, PhD, George Otieno Obonyo, PhD — Tue, 06 May 2025 18:12:39 +0000

Hotel operations in Uganda’s conservation areas impact the surrounding ecology, influencing hotel performance. Unsustainable practices such as excessive energy use contribute to biodiversity loss and resource depletion, estimated at 10–11% per decade. These environmental challenges lead to higher operational costs, reduced revenue, lower guest satisfaction, and loss of competitive advantage. The implementation of energy conservation practices (ECP) is critical to mitigating these effects, yet research has produced mixed findings on their effectiveness. While organizational support (OS) is recognized as a key factor, its role in linking ECP to hotel performance (HP) remains underexplored. This study investigates the relationship between ECP, OS, and HP in Uganda’s conservation areas. Grounded in human capital development and natural-based view theories, the study adopts a positivist paradigm and employs a quantitative, correlational research design. A sample of 265 employees from a population of 851 employees in 19 star-rated hotels was selected using Krejcie and Morgan’s (1970) formula, with multistage sampling techniques applied. Data were collected via self-administered questionnaires and analyzed using SPSS 25 and SmartPLS4 for factor analysis and structural equation modelling. Findings reveal that ECP explains 60% (R² = 0.598) of hotel performance variation. ECP and OS show a significant direct effect on hotel performance (P< 0.05); both ECP (P < 0.05) and OS (P < 0.05) significantly improved performance. Mediation analysis confirmed OS’s partial mediating role in the relationships between ECP and HP, as indicated by significant indirect effects (p < 0.05). The bootstrapping analysis further validated these mediation effects, with bias-corrected confidence intervals not straddling zero. The study concludes that while ECP are vital, their effectiveness is significantly enhanced by strong organizational support mechanisms. Hotel management should focus on internal support structures to maximize sustainability benefits and overall performance. This study is the first to examine OS as a mediator in Uganda’s conservation-area hotels and therefore makes a unique contribution to the literature. The findings offer valuable insights for policymakers and industry practitioners in shaping sustainable hotel operations. Future research should explore the long-term impact of GEP and OS using longitudinal studies, assess variations across different hotel categories, and incorporate customer perceptions to understand their influence on satisfaction and loyalty. A mixed-methods approach, integrating quantitative and qualitative data, is recommended for a more comprehensive analysis.

Water Conservation Practices for Hotel’s Performance in Uganda’s Conservation Areas

Christopher Paapa, George Otieno Obonyo, PhD, Oscar Ouma Kambona, PhD — Wed, 21 May 2025 00:00:00 +0000

The study sought to determine the effect of water conservation practices (WCP) on hotel performance (HP) in conservation areas in Uganda. Anchored on the Natural Resource-Based View (NRBV) theory, the study used a correlational research design with quantitative methods about WCP and HP. Krejcie and Morgan's 1970 sample size determination table was applied in selecting 265 participants from a population of 851 employees, including managers, chefs, housekeepers, receptionists, and waiters in 19-star-rated hotels from the study area. These participants were selected using multistage sampling consisting of stratified, proportional, and simple random sampling. Data was collected via self-administered questionnaires distributed with the help of trained research assistants. Construct validity was evaluated through factor analysis. Data was subjected to descriptive and factor analysis in SPSS 25 and partial least squares structural equation modelling (PLS-SEM) in SmartPLS4 for modelling and hypothesis testing. The results indicate that WCP accounts for 52% (R² =0.515) of the variation in hotel performance. Specifically, the results show that water conservation practices (P<0.001) had significant effects on hotel performance in conservation areas in Uganda. The blindfolding results confirm adequate predictive relevance, with the lowest Q² value at 0.511. Model fit is supported by Standardised Root Mean Residual - SRMR <0.08 and Normed Fit Index-NFI > 0.90. The findings of this study conclude with a confirmation that water conservation practices significantly enhance hotel performance in Uganda's conservation areas. The results of this study are useful to policymakers and industry practitioners by providing relevant insights in guiding decision-making to improve hotel performance. It also adds to the existing body of knowledge on the discussions relating to WCP and performance.

The Impact of Insecurity on Tourist Perception of Destination Choice in Selected States in Nigeria

Orimaye Jacob Oluwafemi, Omotoba Nathaniel Ileri, Gana Matthew Attahiru — Mon, 26 May 2025 12:10:48 +0000

Security threats play a pivotal role in shaping tourist perceptions and the appeal of ecotourism destinations. This study assesses the impact of security concerns on travel decisions, safety perceptions, and destination appeal in Nigeria. Data were collected using a quantitative approach through structured questionnaires with domestic visitors and industry players in Ekiti, Niger, and Osun States. A stratified random sampling method that ensured diverse representation was used. Data were analysed using descriptive and inferential statistical analyses, including multiple regression, using the R statistical package. Results indicate that security factors explain 46.4% of the variation in visitation likelihood, 48% in safety concerns, and 22.7% in destination appeal. While terrorism and ethnic/religious conflict positively influence visitation, banditry and corruption deter tourists. Safety concerns are heightened by kidnapping and drug trafficking. The results show the need for improved governance, stronger law enforcement, and strategic crisis management to enhance security and restore confidence in ecotourism. Policymakers and stakeholders should implement proactive measures to mitigate security risks and ensure sustainable tourism development in Nigeria

Contribution of Biodiversity Spatial Patterns on Development of Ecotourism Outcomes in Akagera National Park, Rwanda

Christine Mugabekazi, Pancras Ndokoye, PhD — Thu, 29 May 2025 18:40:03 +0000

The rapid decrease in biodiversity has become an urgent issue for ecosystems worldwide, with over one million species currently at risk of extinction due to human activities such as habitat loss, pollution, resource overexploitation, and climate change impacts. Although the relationship between biodiversity and ecotourism is established, little is known about how spatial patterns of biodiversity affect ecotourism outcomes in Akagera National Park, indicating a gap in research regarding the impact of these spatial patterns. This article aimed to assess the effects of biodiversity distribution, habitat quality, wildlife presence, and ecotourism services on developing ecotourism outcomes in Akagera National Park, Rwanda. The study utilized primary quantitative data collected through a structured survey questionnaire involving 133 respondents from a targeted sample size of 134, from RDB, REMA, Kayonza District, Akagera Hotel, and beneficiaries reached through a stratified sampling technique. The quantitative analysis employed the Statistical Package for Social Science version 25.0, applying descriptive statistical analysis to determine the mean and standard deviation, as well as inferential statistical analysis using the analysis of variance test to analyze correlation, significance levels, and regression between study variables. The multiple regression model was used, and findings indicated a positive correlation and significant effects of biodiversity distribution, habitat quality, wildlife presence, and ecotourism services on developing ecotourism outcomes in Akagera National Park. The overall correlation coefficients, R=0.844, and R²= 0.712, indicate that the independent variables contributed 71.2% to the dependent variable. The findings revealed a general positive view of biodiversity well distributed in Akagera National Park, though there is a gap in the diversity of beautiful flora categories to attract tourism revenues, with habitat quality being fully available and wildlife presence activities being correctly managed, with inadequate management of wild animals and human conflict resulting from protecting the park to prevent wild animals conflicting nearby homes. Finally, there was a general positive view of the ecotourism services available in Akagera National Park, which attract tourists and contribute to the development of ecotourism outcomes, yet a gap in the availability of water springs in Akagera Park was identified, which would enhance its attractiveness. The study concluded that there is a generally positive perception that spatial patterns of biodiversity have significantly contributed to the development of ecotourism outcomes in Akagera National Park, Rwanda. The MoE, RDB, and their partners were recommended to add diverse flora in Akagera National Park, to manage human-wildlife conflict by erecting fences around the park to prevent animals from entering nearby homes, to create water bodies, to increase biodiversity to boost tourism revenue, and to enhance the park's appearance. Researchers were recommended to explore unstudied factors influencing ecotourism outcomes, contributing 28.8% to its development.

Business Ethical Assurance and Organizational Culture: A Study of Selected Star-Rated Hotels in Kisumu City, Kenya

Emilly Akinyi Komunga — Wed, 18 Jun 2025 08:43:41 +0000

Hospitality organizations today have written codes of ethics with statements such as integrity, equality, fairness, customer focus and commitment to excellence. However, hospitality organizations face difficulties in spite of a written code of ethics in stemming unethical issues such as fraud, unfair treatment, discrimination, misleading information and environmental harm through mainstreaming business ethics in organizational culture. This is evident as a result of little that has been done to ensure the written codes of ethics are embedded into the day–to–day operations. The main purpose of this study was to find out the effects of business ethical assurance on organizational culture. The specific objectives were to find out the extent to which, business ethical assurance affects the organizational culture of hotels in Kisumu City, Kenya. The study employed a descriptive survey design and an explanatory research design. The target population was 150 employees, out of which 135 formed the sample size from five hotels rated between three to five stars in Kisumu City. The study employed purposive sampling which was used to select five hotels. Simple random sampling was used to select the respondents. Instruments for collecting data included self-administered questionnaires and interview schedules. Questionnaires were distributed to employees in the selected hotels and interviews were conducted among 15 departmental managers of the five selected hotels. Reliability was tested using Cronbach’s Alpha at the level of 0.7. Data analysis involved descriptive statistics and inferential statistics. The study yielded an R-value of 0.935 and an R Square value of 0.874. The findings of this study indicated that business ethical assurance (t= 4.197, p=0.000) affects organizational culture. The study concluded that assuring business ethics affects organizational culture. The study therefore recommends that hospitality organizations increase measures that enable an ethical workplace to minimize unethical issues that arise at the workplace

Nexus between Guest Satisfaction and Behavioural Intentions in Budget Hotels in Machakos County, Kenya

Zipporah Mueni Mwalimu, Rayviscic Mutinda Ndivo, Antonetta Njeri Kariru — Wed, 18 Jun 2025 15:08:47 +0000

Limited resources with rising competition make it difficult for budget hotels to maintain guest satisfaction and build customer loyalty. Guest behavioural intentions and perceptions are constantly changing and budget hotels need to understand the interaction for long-term success and sustainability. The objective was to assess the influence of guest satisfaction and behavioural intentions among budget hotels in Machakos County, Kenya. Data was collected using semi-structured questionnaires administered to 332 hotel guests across 10 budget hotels using a mixed-methods research approach. Quantitative data was analysed by use of descriptive statistics, and ordinal regression analysis was used to determine their relationship. The study reveals that the effect is statistically significant since it had a p-value of 0.000, thus, less than the 0.05 level of significance, suggesting that guest satisfaction was a robust predictor of behavioural intentions. The research suggests that budget hotels should concentrate their efforts on cleaning, customer service, and swift check-in/check-out procedures to exceed guest expectations

Crisis Management and Resilience in Hospitality and Tourism Consulting

Christopher Paapa, Stephen Kamau Nguthi, PhD — Tue, 24 Jun 2025 15:41:03 +0000

This review paper critically examines how hospitality and tourism organisations and destinations have prepared for and responded to crises ranging from natural disasters and pandemics to economic crises and reputational threats, applying consulting interventions in this process. The purpose of the study was to synthesise theoretical ideologies and empirical evidence that would shed light on the strategic role of consulting in fostering crisis preparedness and resilience. The methodology entails an integrative review of the literature (Involves the systematic gathering, analysing, and synthesising of a diverse range of existing literature from multiple sources), including peer-reviewed academic journal articles, industry reports, and case studies. Key topics considered are crisis communication planning, risk assessment and mitigation, business continuity, and long-term resilience. The results show that while awareness about crisis planning has been growing, the actual application seems to be used largely for post-crisis intervention rather than for pre-crisis planning. Consulting practices have been useful in bridging theory and practice, particularly in risk assessment, communication planning, and continuity frameworks. Still, there exist disparities in the application of these practices from region to region and from firm to firm. The theoretical contribution stems from blending chaos theory, contingency theory, and resilience theory to explain organisational behaviour during crises. Practically, it provides a conceptual framework aimed at consultants and managers so that they might align along certain structured, though flexible, formats during crisis management. At a policy level, the review calls for destination-level policy reform to integrate resilience throughout national and regional tourism strategies. The review also emphasises the importance of consulting in bolstering adaptive capacity, institutional learning, and resilience-building in the hospitality and tourism industries. This serves to shed light on some practical suggestions for academics, practitioners, and policymakers.

Cultural Tourism in Kenya: A Systematic Review of Opportunities, Challenges, and Sustainable Development Pathways

Julius Benard Rajwais, Laban Kipkemoi Rotich, PhD, Isabella Cheloti Mapelu, PhD — Wed, 02 Jul 2025 15:01:49 +0000

The landscape of cultural tourism in Kenya is explored by this systematic review with a keen focus on opportunities, challenges, and sustainable development pathways. With the application of Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines, empirical and theoretical literature from the past five years have been analysed by the review to identify key themes and evidence-based insights. Peer-reviewed journals, government reports, and institutional publications are some of the sources from which Studies were derived. Findings show a growing recognition of cultural tourism as a promoter of socio-economic development, particularly in regions like Mount Kenya. Nonetheless, Key Issues such as policy gaps, scarce infrastructure, and restricted community participation hinder its potential. The review concludes by highlighting critical areas for intervention and recommends multi-stakeholder collaboration, strategic policy frameworks, and sustainable practices to advance cultural tourism in Kenya

The Role of Social Sustainability Initiatives in Driving GHG-Free Operations: Empirical Evidence from Game Lodges and Tented Camps Within Kenya’s Southern Tourism Circuit

Gloria Mumbua Waita, Laban Kipkemoi Rotich, Isabella Cheloti-Mapelu — Tue, 08 Jul 2025 19:50:56 +0000

This study examined the influence of social sustainability practices and the adoption of zero greenhouse gas (GHG) emission practices among lodges and tented camps in Kenya’s Southern Tourism Circuit. A quantitative explanatory research design and multiple linear regression were employed to assess the impact of seven social sustainability initiatives: Community Collaboration and Guest Awareness, NGO Collaboration and Guest Participation, Local Sourcing and Economic Support, Local Hiring and Workplace Safety, Staff Development and Training, Community Contributions, and Employee Welfare. Findings revealed that the regression model was statistically significant (R² = 0.682, F (7,65) = 19.957, p < 0.001), indicating that social sustainability practices collectively explain 68.2% of the variance in the adoption of zero GHG emission practices. Three components were found to significantly influence adoption: NGO Collaboration and Guest Participation (β = 0.406), Local Sourcing and Economic Support (β = 0.642), and Local Hiring and Workplace Safety (β = 0.247). However, Community Collaboration and Guest Awareness (β = 0.081, p = 0.400), Staff Development and Training (β = 0.107, p = 0.191), Community Contributions (β = 0.031, p = 0.728), and Employee Welfare (β = 0.146, p = 0.083) were not significant predictors in the regression model. These results suggest that three important factors comprising NGO collaboration and guest participation, local sourcing and economic support, and local hiring and work safety significantly and positively influence the adoption of zero GHG emission practices. Other social factors, such as staff training and employee welfare, though present, may not directly influence the adoption of zero GHG emission practices among lodges and tented camps. For eco-lodge operators in this study, the study recommends that they should deepen collaborations with NGOs and local communities to co-create sustainability programs involving guests. They also need to formalise local sourcing policies and maintain transparent tracking of purchases to encourage local economies and reduce emissions.

Demographic Characteristics and Service Quality Perceptions in Game Lodges

Caroline Kihara Njagi — Wed, 09 Jul 2025 00:00:00 +0000

Customer demographic characteristics are key determinants of consumers’ behaviour and play an important role in differentiating customer needs and service quality perception. Providing high-quality services in game lodges promotes business performance, including market share and profitability. However, practical and empirical evidence has demonstrated that perception of service quality differs significantly between customers, leading to differences in their expectations and satisfaction, consequently affecting their behavioural intentions. Although several studies have reported the effect of demographic characteristics on service quality perception, few studies exist in the context of game lodges. Hence, this study investigated whether significant differences exist in service quality perception within demographic characteristics among visitors in game lodges. A multi-stage sampling procedure was used to obtain a sample size of 337 visitors from the different categories of star-rated game lodges at Maasai Mara National Reserve and its conservancies in Kenya. The study adopted a cross-sectional survey. Data was analysed using descriptive statistics and an analysis of variance (ANOVA) to determine whether there were significant differences in service perception within different demographic characteristics. The study found that nationality and age influenced service quality perception. The findings suggest that the game lodge managers should structure their services based on the visitors’ nationality and age. Moreover, the game lodge managers can use these findings to formulate a demographic-driven marketing strategy

Influence of Tourists’ Motivation Factors on Destination Loyalty in the Lake Victoria Tourism Circuit, Kenya

Stephen Kamau Nguthi, PhD — Fri, 18 Jul 2025 18:27:20 +0000

This study investigated the influence of tourist motivations on destination loyalty in Kenya's Lake Victoria region, surveying 299 tourists from 26 hotels. PLS SEM was conducted to analyse the data. Findings reveal that destination core resources (DCR) influence tourists’ destination loyalty (DCL), (β = .20, t = 2.47, p = .01), as did destination support resources (DSR) (β = .23, t = 2.60, p = .01). However, destination qualifying & amplifying determinants (DQD) and destination management practices (DMF) did not influence destination loyalty. Further, Psychological factors (PF) significantly influence tourists’ destination loyalty (DCL) (β = .21, t = 3.07, p = .00), as did green consumption factor (GCF) (β = .25, t = 3.43, p = .00). Self-development factor (SDF) and socio-cultural factor (SCF) did not influence tourists’ destination loyalty (DCL). By examining the influence of tourist motivations on destination loyalty, this research helps predict tourists’ travel behaviour to the destination

Tourists’ Perceptions about the Lake Victoria Region Tourist Circuit, Kenya

Stephen Kamau Nguthi, PhD — Sun, 20 Jul 2025 00:00:00 +0000

Understanding tourists’ perceptions is vital for enhancing destination competitiveness. This study explored tourists’ perceptions of the Lake Victoria Region Tourist Circuit using an exploratory sequential mixed-method design, collecting data from 8 business development managers and 299 tourists (sampled via multi-stage methods from 26 hotels). Qualitative data underwent framework analysis, while quantitative data was analysed using descriptive factor analysis in SPSS 21. The study identified four key perception factors: perceived destination awareness (critical component: destination's name and reputation), perceived destination image (critical component: memorable characteristics), perceived destination quality (critical component: reliable tourism infrastructure), and perceived destination value (critical component: generally satisfying experience)

Managing Capacity and Waits in Hospitality

Christopher Paapa, Beatrice Chepngetich, PhD — Sun, 20 Jul 2025 14:34:23 +0000

This paper presents a theoretical study of capacity and wait management issues in hospitality operations, with emphasis on their practical applications, technological integration in service delivery, and guest perceptions/service experience implications. Keeping in view concepts from Queuing Theory, Theory of Constraints, Psychological Theory of Waiting, and numerous perspectives from service operations, the author investigates how these core theoretical frameworks are applied theoretically in capacity planning, resource allocation, and experiential transformations in the fast-paced hospitality environment. The methodology of this study was structured around a comprehensive literature review and a critical synthesis of contemporary research spanning capacity planning, wait management techniques, case studies, and technological innovations relevant to the hotel, restaurant, and allied service sectors. Findings indicate that capacity and wait management are best achieved when the physical infrastructure and human resource pool are managed in harmony and are supported at the decision- and service-making levels by tools such as predictive analytics, virtual queuing, and AI-based demand forecasting processes. The study foregrounds the psychological implications of waiting, suggesting that, from the guest's perspective, actual or perceived time spent waiting is paramount, as is clear communication. Further, it was established that there are potential gains in terms of operational throughput and customer experience by looking into integrated strategies that include environmental stimuli, flexible staffing, and technology. This research contributes theoretically by integrating a multidisciplinary framework for a holistic understanding of capacity-wait dynamics. Practically, it lends itself to the realisation of a responsive service system geared toward throughput enhancement without compromising service quality. In terms of policy, there is a pronounced consideration for regulatory frameworks that can embrace the adoption of technology and the flexibility of the workforce. The study concludes that capacity and wait management are critical for sustaining operational excellence and competitive advantage within the hospitality industry. Further, it provides a framework advising managers to promote the use of integrated technologies in congruence with human resource capabilities and focus on transparent communication with customers, also conducting regular assessments of capacity strategies to ensure adaptability to fluctuating demand and guest expectations.

The Impact of Coaching Practice on the Sustainability of Family-Owned Tourism Businesses in Mahe Island, Seychelles

Evans Okemwa Achuti, Omare Mongare, PhD, Yobes Benjamin Nyaboga, PhD — Mon, 28 Jul 2025 21:45:48 +0000

This study examined the impact of coaching practices on the sustainability of family-owned tourism businesses in Seychelles. Although the benefits of coaching in the business sector are well documented, research on its impact on the sustainability of family-owned tourism enterprises remains scarce. Employing a descriptive survey design, the study gathered data via questionnaires from 253 owners/ CEOs/ managers of family-owned tourism businesses on Mahé Island. The findings indicate a strong positive correlation between coaching practices and business sustainability, with coaching practices accounting for 36.5% of the variation in sustainability outcomes. The participants acknowledged the role of coaching in enhancing leadership effectiveness, decision-making, employee engagement, and conflict resolution. The study recommends that management adopt these practices to bolster the resilience, adaptability, and sustainability of family-owned tourism businesses in the Mahé Island tourism market. The results align with transformational leadership theory, highlighting the potential of coaching to steer family-owned businesses toward sustainable practices through internal motivation and value. This study contributes to the understanding of how coaching practices support the long-term viability of family-owned tourism businesses in the Seychelles, underscoring the importance of coaching programs in skill development, performance improvement, and fostering adaptability. Future research could explore the specific coaching techniques that are most effective for family-owned tourism businesses in the Seychelles. Longitudinal studies may help assess the long-term impact of coaching on business sustainability. Additionally, comparative studies between coached and non-coached family-owned tourism businesses could offer further insights into the effectiveness of these practices in the context of Mahé Island

Integrating Environmental and Social Governance into Community-Based Tourism Approaches in Botswana

Olivia Nthoi, Nelson Zengeni, PhD, Jacob Mapara, PhD — Tue, 05 Aug 2025 00:00:00 +0000

This research explores the integration of Environmental and Social Governance (ESG) into Community-Based Tourism (CBT) strategies in Botswana, emphasising the critical role of sustainable tourism practices in preserving natural resources while enhancing social well-being and economic benefits for local communities. By evaluating current CBT initiatives, the research identifies key ESG principles that can enhance the effectiveness and sustainability of these programs. Through case studies and stakeholder interviews, the research highlights successful examples and challenges in implementing ESG frameworks within the tourism sector. The findings suggest that a process management-oriented approach to governance that incorporates community involvement, environmental stewardship, and socio-economic development is essential for the long-term success and resilience of tourism in Botswana. This approach significantly contributes to developing a community participatory framework for sustainable tourism development in the country, ensuring that local communities are active participants in decision-making processes and benefit equitably from tourism activities

Digital Nomads as a Viable Market Segment: A Systematic Literature Review

Kirungi Doreen, Hussein Muhaise, PhD, Ampumuza Christine, PhD — Thu, 04 Sep 2025 00:00:00 +0000

Digital nomadism, characterised by location-independent professionals who leverage digital technologies to work remotely, is transforming patterns of global mobility, tourism, and labour. Initially a niche lifestyle, it has evolved into a mainstream phenomenon influencing destination development, national visa policies, and urban infrastructure planning. The growing interest in digital nomads reflects broader shifts in the work culture, post-pandemic flexibility, and the search for work-life balance in lifestyle-oriented destinations. These travellers differ from traditional tourists in duration of stay, spending behaviour, and their engagement with local communities. This systematic literature review explores the state of academic research on digital nomads, focusing on their motivations, impacts on host destinations, infrastructural needs, and the strategic responses by countries seeking to attract them. Guided by the Arksey and O’Malley scoping review framework and PRISMA guidelines, 11 peer-reviewed studies published between 2014 and 2024 were analysed. Findings show that while destinations in the Global North, Southeast Asia, and parts of Latin America have adopted targeted policies—such as digital nomad visas, tax incentives, and coworking hubs—Sub-Saharan Africa remains notably absent in both research and practice. Notable findings reveal that digital nomads are primarily motivated by cost-effectiveness, lifestyle freedom, internet accessibility, and cultural experiences. Host communities benefit from the economic diversification and the global visibility, but face risks of displacement, income increase and digital gentrification. Despite its rich biodiversity, affordability, and improving digital infrastructure, Uganda has not yet positioned itself to attract this emerging market segment. This review highlights a significant geographic research gap and proposes an agenda to explore digital nomads as a viable market segment in Uganda. The findings have implications for tourism policymakers and for the investors seeking to diversify their post-COVID recovery strategies. Limitations include the language bias, the exclusion of grey literature, and the narrow regional representation in the reviewed studies.

Tech-Enabled Hospitality: How ICT Tools Transform Hotel Performance in Meru County, Kenya

Thu, 11 Sep 2025 18:17:21 +0000

The study examined the impact of Information and Communication Technology (ICT) tools on the performance of hotels in Meru County, Kenya. While ICT has transformed the global hospitality industry, rural and semi-urban hotels often lag in adoption due to infrastructural, financial, and skills-related constraints. This study employed a mixed-methods approach, integrating both quantitative and qualitative techniques to capture a comprehensive understanding of the influence of ICT on hotel performance in Meru County. The quantitative aspect was addressed through structured questionnaires administered to 274 respondents drawn from hotel managers, hotel employees, and hotel customers. These questionnaires consisted mainly of closed-ended items, including Likert-scale and multiple-choice questions, which provided numerical data suitable for statistical analysis. This enabled the study to identify measurable patterns and relationships regarding ICT use and hotel performance. The qualitative aspect was incorporated through open-ended questions within the questionnaires, which allowed respondents to express their opinions, perceptions, and experiences in their own words. These qualitative responses complemented the statistical data by adding depth, context, and explanations to the trends observed. By combining structured quantitative data with qualitative insights, the study achieved methodological triangulation, thereby enhancing the validity and richness of the findings. The study focused on the use of key ICT tools such as Property Management Systems (PMS), Customer Relationship Management (CRM) software, online booking platforms, and point-of-sale (POS) systems, and their effects on operational efficiency, customer satisfaction, and cost management. Findings revealed that 82.1% of respondents agreed that ICT tools improved guest satisfaction, while 78.8% reported enhanced operational efficiency. Cost-cutting and revenue generation benefits were acknowledged by 63.1% of respondents, with only 59.4% affirming improved decision-making through ICT-generated data. The results suggest that while ICT adoption in Meru hotels significantly enhances back-office efficiency and some aspects of customer experience, the potential for data-driven strategic decision-making remains underutilised. The study concludes that ICT tools are essential enablers of hotel performance, but their benefits are maximised when integrated with staff training, personalised guest engagement, and effective data analytics. It recommends targeted capacity building initiatives, increased investment in digital infrastructure, and the development of localised ICT strategies to bridge the technology performance gap in resource-constrained hospitality environments.

Driving Job Performance through Culture—A Mixed-Methods Study in Nairobi’s Classified Hotels

Lucy Chepkoech Rotich, Vincent Nyamari Maranga, Teresa Wangui Kinuthia — Fri, 19 Sep 2025 11:38:07 +0000

Organisations must manage change to keep ahead of the competition, which includes how they perceive employees’ productivity in the workplace. The performance of each and every employee is crucial in determining an organisation’s success, which can have a positive or negative effect on its overall performance. Employee job performance is essential for star-rated hotels to be effective, competitive, and sustainable. Since corporate culture influences employee job performance, it is crucial to promote a culture of dynamism, collaboration, and trust while coordinating corporate ambitions with objectives through cultural dimensions. This study aimed to examine the influence of corporate culture on job performance among employees. Anchored on the Denison model, an embedded research design was applied. The study targeted hotel employees and human resource managers. Hotels were selected through stratified sampling, and convenience sampling was used to select hotel employees. A purposive sampling technique was used to select the human resource managers for the interviews. Self-administered questionnaires were used to collect quantitative data, while semi-structured interviews were used to collect qualitative data. Cronbach’s alpha values were computed to establish the internal consistency of construct items. Descriptive statistics were used to summarise the respondents’ demographic characteristics as well as their responses regarding involvement in corporate culture and self-assessment of job performance. Multiple linear regression was used to test the hypothesis. Statistical significance was inferred at a 5% significance level. Three dimensions were used to measure involvement in corporate culture: empowerment, team orientation, and skill development. However, empowerment (β = 0.445, p < 0.001) and skill development (β = 0.231, p < 0.001) were the only significant predictors of job performance. The influence of team orientation, though weakly positive, was not statistically significant (β = 0.069, p = 0.233), indicating that it was not a significant predictor of job performance. The findings provided practical implications for human resource managers and organisational leaders.

A Mixed Methods Analysis of the Moderating Role of Organisational Culture in the Relationship between Succession Planning Practices and Hotel Survivability

Esther Nansamba, Jacqueline Korir, PhD, Brenda Uluma, PhD — Fri, 19 Sep 2025 11:38:41 +0000

Succession planning is vital for hotel survivability, yet its effectiveness may depend on organisational culture. This study examined how organisational culture moderates the relationship between succession planning practices and hotel survivability in Western Uganda. A convergent mixed methods design was used, combining quantitative data from 200 functional-level hotel managers analysed via Partial Least Squares Structural Equation Modeling (PLS-SEM) with qualitative insights from 10 in-depth interviews with upper managers. Moderation analysis showed that formal, rigid cultures significantly weakened the positive effect of succession planning on survivability (β = –0.144, t = 2.757, p = 0.006, f² = 0.034, VIF = 1.141). The 95% BCa confidence interval (–0.249 to –0.043) confirmed this interaction. The model explained 35.8% of the variance in survivability (R² = 0.358, Q² = 0.331) with an acceptable fit (SRMR = 0.139, RMSE = 0.831, MAE = 0.689). Qualitative findings revealed that norms emphasising career development, leadership qualities, internal growth, and performance expectations can either constrain or strengthen employee readiness and motivation, shaping succession planning effectiveness. The study underscores the need for adaptive, inclusive, and development-oriented cultures to translate leadership development and internal promotion into sustainable outcomes. This research contributes new evidence on the cultural dynamics of succession planning in emerging economies and recommends aligning planning with cultural transformation to ensure leadership continuity and resilience.

Do Tourists Prefer Sustainable Operators? Exploring Behavioural Responses to Cultural Sustainability Practices

Kipchirchir Samuel Ronoh, Bitok Kipkosgei — Mon, 22 Sep 2025 18:06:53 +0000

Purpose: This study investigates the influence of cultural sustainability practices on tourist behaviour among tour operators in Nairobi City County, Kenya. Design and methodology: A dual exploratory-correlational research design was used, guided by Global Sustainable Tourism Council (GSTC) criteria to assess cultural sustainability practices through 11 binary indicators. Data were collected from 114 tour operators and 342 tourists using stratified random sampling. Cultural sustainability scores were standardised into Z-scores and categorised into five adoption levels (Very High, High, Moderate, Low, and Very Low). Statistical analysis included Kruskal-Wallis tests, Dunn's post-hoc comparisons, and Spearman's correlation analysis examining relationships between sustainability practices and five tourist behaviour dimensions. Findings: Results revealed 60.3% of operators demonstrate moderate cultural sustainability adoption, while only 10.6% achieve high or very high levels. Strong positive correlations were found between cultural sustainability practices and tourist loyalty (r = .660, p < .001), tourist choice (r = .603, p < .001), average length of stay (r = .584, p < .001), spending behaviour (r = .540, p < .001), and ambassadorial behaviour (r = .528, p < .001). Kruskal-Wallis tests confirmed significant differences across all behavioural variables (p < .001), with tourists consistently preferring, remaining loyal to, recommending, spending more with, and staying longer with operators demonstrating higher sustainability adoption. Practical implications: Cultural sustainability represents a strategic business advantage. Operators should prioritise comprehensive sustainability implementation for competitive positioning. Policymakers should develop targeted interventions to address implementation barriers. Originality and value: This study provides a comprehensive empirical validation of cultural sustainability practices and tourist behaviour relationships in Kenya's tourism sector.

Effects of Customer-Social Media Interaction Rate on Service Innovation Levels in Star-Rated Hotels in Nyeri County, Kenya

Geoffrey Oluoch Akoko — Mon, 29 Sep 2025 07:25:19 +0000

While the interaction between customer and social media is reported to improve overall operations in Kenyan hotels, research has not adequately shown their specific impacts on service innovation. The study's objective was to determine the effects of Customer-Social Media interaction on service innovation in Nyeri County Star-Rated Hotels. The theory of people-technology interaction guided this study. A descriptive cross-sectional research design was used, targeting 1006 customers derived from the bed capacity. Purposive and convenience sampling techniques selected a sample of 278 customers. Primary data was collected using semi-structured questionnaires administered to employees. The data’s reliability was tested with Cronbach’s alpha at α ≥ 0.70. Data analysis was conducted using SPSS version 25, incorporating descriptive statistics such as percentages. Categorical regression and exploratory factor analysis tested the relationships among variables. Significance levels were set at α ≤ 0.05. The findings indicated that the predictor variables, WhatsApp usage (p=0.001), Facebook usage (p=0.001) and Twitter usage (p=0.030) were significant (p<0.05). All the other variables, Instagram usage (p=0.586), Website usage (0.124) and Email usage (p=0.135) were insignificant (p>0.05). The results have revealed the popular social media platforms such as WhatsApp, Twitter and Websites used by Nyeri County Hotels to interact with their customers. This interaction has led to improved online booking, which is a form of service innovation

Contribution of Local Communities to the Development of Community-Based Tourism in Rwanda. A Case of Kitabi Cultural Village

Nzabandora Dominique, Amiya Bhaumik — Thu, 02 Oct 2025 11:43:13 +0000

In Rwanda, Community-Based Tourism still lags behind compared to other forms of tourism, such as MICE and gorilla tourism. As a form of tourism whose majority of beneficiaries are local communities, there is a need to know how these communities contribute to CBT development. The research conducted at Kitabi Cultural Village by means of a questionnaire and interview given to 77 respondents indicated that at Kitabi Cultural Village, tourists do different activities, including village tours, tasting local foods and drinks, guided nature hikes, handicrafting, and listening to traditional Rwandan stories. Through CBT, the communities of Kitabi Village get more benefits, including jobs, money, friends, cultural promotion, and becoming civilised. For CBT development in the Kitabi community, RDB uses different strategies like CBT awareness, infrastructure development, supporting locals’ projects, and marketing. So, it was concluded that well-prepared local communities contribute to the development of CBT, especially when the governments intervene in such development. Therefore, to develop CBT at the maximum level, RDB, MYCULTURE, local authorities, and local communities were recommended to have a clear understanding of CBT, to invest more in CBT projects and promote them, and to conduct more research on CBT opportunities as well.

Crisis Preparedness Strategies and Tourism Resilience: Does Organisation Size Matter?

Juliet Magoma Mesa, Albert Chege Kariuki, PhD, Sisinio Muthengi Kiria, PhD — Thu, 09 Oct 2025 19:42:56 +0000

Global crises, including pandemics, political instability, and climate-related disasters, have exposed critical vulnerabilities in the tourism sector. The increasing frequency and intensity of these crises raise critical questions about the preparedness of tourism organisations. Crisis preparedness is paramount in crisis management as it requires a well-developed crisis management plan that is critical in helping tourism organisations to react effectively during crises. This study investigates the relationship between crisis preparedness strategies and organisational resilience among tourism enterprises in Nairobi City County, Kenya, with particular attention to the moderating effect of organisational size. Using a descriptive cross-sectional design, data were collected from 284 licensed tourism organisations spanning micro, small, medium, and large enterprises. Quantitative analysis employing multiple linear regression revealed a strong positive association between crisis preparedness, measured through contingency planning and emergency capacity building, and organisational resilience (R² = 0.671, p < 0.001). Notably, while larger organisations benefited from structured systems and resource endowments, smaller enterprises demonstrated resilience through informal coping mechanisms and agility, although they often lacked formal preparedness frameworks. Importantly, the interaction effect of organisational size was non-significant, suggesting that the efficacy of preparedness strategies is universally beneficial across firm sizes. The findings have critical policy implications for Kenya’s broader tourism resilience agenda. There is a clear need for differentiated policy approaches that recognise the varying capacities of small and large enterprises. The findings demonstrate the need for a shift from reactive crisis responses to proactive resilience planning, which must be institutionalised within organisational structures and supported through external partnerships.

Optimising Social Media Identity Functionality for Enhanced Performance of Licensed Accommodation Facilities in Uganda

Daphine Namanya, Elizabeth Ockeyoh Otieno, PhD, Oscar Kambona Ouma, PhD — Fri, 10 Oct 2025 05:12:15 +0000

The hospitality sector contributes to the Ugandan economy, with 667,000 people (6.7% of total employment) reported to be employed in the sector. Despite this, several licensed accommodation facilities are underperforming, with occupancy rates below the benchmark of 30%. Previous studies have increasingly examined social media in the hospitality sector, focusing mostly on its general usage while overlooking the effects of specific social media functionalities on firm performance. This study addresses the identified gap by analysing how social media identity functionalities affect the performance of licensed accommodation firms in Uganda. The study was grounded in the resource-based view theory and the social media functionality framework. It employed a quantitative research approach with a correlational research design. From 185 licensed accommodation facilities, a sample of 180 managers was surveyed, whereas 19 assistant managers participated in the pretesting of the questionnaire. Validity was established using the content validity index, and reliability was established through Cronbach's alpha (>0.7). Descriptive statistics (frequencies and means) and inferential statistics, primarily linear regression analysis, were used in data analysis to test the research hypotheses. The study findings revealed that social media identity functionality had a statistically significant effect on the performance of licensed accommodation facilities in Uganda (F [5, 174] = 62.498, p < .001). Together, the variables accounted for 50.6% of the variance in performance (R2 = .506). The evidence suggests that social media does not only serve communication purposes; rather, it becomes a strategic resource if select functionalities are harnessed. The study therefore recommends that accommodation establishments in Uganda can enhance their performance by adopting certain social media functionalities in their marketing and customer engagement strategies. These findings contribute to the literature by broadening the understanding of social media's role in firm performance, particularly in the context of licensed accommodation establishments in developing economies where empirical evidence is limited.