International Journal of Knowledge Management in Tourism and Hospitality (6 papers in press)

Regular Issues

• Analysis of Quality Management from the Consumer's Perspective - a Case Study of the Pestana Hotel Group in Portugal  
  by Felipa Lopes Dos Reis, Daniel João Gil Pinto 
  Abstract: The main objective of this research is to conduct a study of the hotel chain, Pestana Hotel Group (Portugal), from the consumers perspective specifically, to analyse how customer feedback can intervene in changing a specific quality component in the hotel sector. In this study, the adopted methodology was the quantitative approach. Data were collected through a Google forms questionnaire to verify consumer behaviour and preferences at a specific hotel unit, considering these factors at one of the many hotels that Pestana Hotel Group operates in Portugal. In addition to analysing these satisfaction patterns, this study also refers to the investigation of overall quality in the hotel sector, as well as to the context, promotion, evolution, and economic impact of the tourism sector in Portugal. As such, the purpose of this article demonstrates, through research and sample results, that quality management in hotel units is crucial ensuring customer satisfaction and strengthening brand reputation, leading to a positive reputation that is essential for attracting and retaining customers.
  Keywords: Hospitality; Customers; Quality; Tourism; Satisfaction.
  
  
• Work Engagement and Communication Styles: Case Study in School Context in Portugal  
  by Felipa Lopes Dos Reis, Helena Pimentel, Miguel Barrigana, Emanuel Ferreira 
  Abstract: Work Engagement and Corporate Communication have been addressed in various studies in different areas of society, in order to find answers to organisational behaviour, talent retention and employee turnover The main objective of this research is to study the existence of a relationship between the Communication Styles used in school environment and whether these styles are related to the teacher's commitment and non-teaching staff in a school organisation In terms of methodology, a questionnaire was applied to teachers and employees of a school group in Portugal The questionnaire was applied and is characterized by various sections aimed at collecting sociodemographic data, assessing the different communication styles present and applying the Utrecht Work Engagement Scale (UWES-17) Data collected, with a sample of fifty participants, was processed using SPSS and Excel software, with a special focus on averages and standard deviations Data analysis reveals a tendency to use an assertive communication style in the group, which is associated with a high level of work engagement.
  Keywords: Keywords: Communication; School Communication; Communication Styles; Work Engagement.
  DOI: 10.1504/IJKMTH.2024.10069668
   
  
• Beyond Ratings and Reviews: the e-WOM Effect on Gen Z's Tourism Expectations and Loyalty in Bangladesh  
  by Md Istiaq Mohhamad Shuvo, Tanvir Ahmed 
  Abstract: Access to social media has changed how tourists perceive destinations and how loyal they are to tourism service providers. This exploratory study investigates the impact of electronic word-of-mouth and online reviews on tourism service perceptions among Generation Z travellers in Bangladesh. The research investigates customer confidence in social media influencers while revealing the crucial elements that guide their sentiment responses, their decision-making processes for bookings, and loyalty tendency development. Young social media users completed structured questionnaires, which were later analysed with CFA and SEM. The evaluation process of community services involves tourists assessing the credibility of influencers and checking content legitimacy to determine their trust levels toward destination products. The research provides detailed recommendations that service providers and marketers in tourism can use to achieve social media success when creating appealing destination images for digital native audiences.
  Keywords: Online Reviews; Influencer Credibility; Destination Image; Tourist Loyalty; Gen Z; e-WOM.
  DOI: 10.1504/IJKMTH.2025.10071447
   
  
• Wine Tourism in India: Prospects and Challenges  
  by Dinesh Kumar Jayswal, Jayaprakashnarayana Gade, Ramesh Kumar Miryala 
  Abstract: Wine tourism, an emerging tourism and hospitality industry segment, blends culinary delights with visits to Wineries and vineyards, attracting 75 % of leisure travellers inspired by culinary activity (WETA 2016). In India, Maharashtra and Karnataka, especially Nashik dubbed the Wine Capital of India with 39 of the 77 wineries located in the state lead wine production, accounting for 80% of the national total (TOI, 2017). Popular brands like Sula, Grover, and Fratelli, as well as vibrant events like SulaFest, showcase wine tourism. They appeal through vineyard tours, wine tasting and luxurious stays at vineyards. Despite the 1.2 million cases market (IWA, 2018), promotional and developmental challenges persist. This conceptual study examines the value of winery visits and wine tastings in India, identifying opportunities and challenges to enrich tourist experiences drawn from the secondary data available on wine tourism services.
  Keywords: Wine tourism; Indian wine industry; Nashik vineyards; Sula Vineyards; SulaFest; Culinary tourism; Winery visits; Wine tasting; Vineyard tourism; Wine festivals; Wine market India.
  DOI: 10.1504/IJKMTH.2025.10071955
   
  
• Investigating the Economic Impacts of Enhanced Religious Tourism Arising from the 'Pran Pratishtha' Event at the Ram Temple: An Event Study  
  by Neha Goyal 
  Abstract: Religious tourism is currently gaining prominence and has become a subject of study in tourism management Research indicates that religious tourism profoundly influences the social, cultural, economic, employment, and infrastructure aspects of a country The significance of holy events further amplifies the impact of religious tourism, correlating with an increase in pilgrimage numbers This study delves into the repercussions of the inauguration of Ayodhya Ram Temple (Pran Pratishtha) on both micro and large capital companies To achieve this, an event study was conducted, focusing on the stock prices of companies directly associated with the event of Pran Pratishtha of Ram Temple Specifically, companies directly linked to the Ram Temple were selected for analysis The findings reveal a noteworthy surge in the shares of micro capital companies, signifying a substantial positive effect attributable to the event In contrast, large capital companies did not experience a significant impact on their share prices. From this, it can be inferred that religious tourism directly contributes to the growth of micro companies.
  Keywords: Religious tourism; Ram Temple; Pran Pratishtha; Event Study.
  DOI: 10.1504/IJKMTH.2025.10071994
   
  
• The Importance of Stress and Conflict in Organisations: an Empirical Study Applied to Hospital Unit in Portugal  
  by Felipa Lopes Dos Reis, Filipe Gonçalves, Francisco Morais, Pedro Sales 
  Abstract: In this study, we sought to address the question: "What is the impact of stress and conflict on organisations?", with a focus on the dynamics of a hospital unit in Portugal. We employed a research method involving the administration of an online questionnaire to gather pertinent information for the study. The questionnaire was designed to explore healthcare professionals' experiences and perceptions regarding stress and conflict in the hospital work environment, as well as their strategies for managing and mitigating these phenomena. The obtained results were analysed and treated to highlight the main conclusions related to the impact of stress and conflict on organisations. This study contributes to a more comprehensive understanding of the challenges faced by organisations, particularly in complex contexts such as hospital units, and underscores the importance of effective stress and conflict management strategies in promoting organizational well-being and productivity.
  Keywords: Interpersonal conflict; Organisational performance; Job satisfaction; Organisational communication; Work relationships; Organisational efficiency; Leadership and conflict management.
  DOI: 10.1504/IJKMTH.2025.10072155