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Unleashing employee potential: The effects of customer-empowering behaviors on job crafting in hospitality industries International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-14 Gongxing Guo, Jian Tian, Bao Cheng, Kun Zhou
Drawing upon an extensive analysis of customer-empowering behaviors (CEBs) research, this study strives to better understand the impacts of perceiving such authorization among service employees in hospitality industries. Employing a multi-wave questionnaire and a scenario-based experiment, we unveil three key findings: First, CEBs significantly influence service employees’ job crafting. Second, self-efficacy
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Fetching the ‘exterior’ ‘in’: Effects of an alliance’s collaborative governance and collaborative accountability on hotel innovation performance International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-10 Mostafa Abdulmawla, Francesca Imperiale, Roberta Fasiello
From a firm perspective and based on the innovation life cycle approach, this paper has two aims: to examine how collaborative governance (CG) and collaborative accountability (CA) in hotel chains affect innovation performance (IP, i.e., creation, diffusion and evaluation) and to highlight the connections between IP and firm performance (financial, nonfinancial and environmental). PLS-SEM was used
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Navigating the spectrum of human-robot collaboration: Addressing robophobia-robophilia in the hospitality industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-02 Dan Jin
Analyzing human-robot collaboration, this study draws on insights from cognitive science and psychology, with a particular focus on developing strategies for instructing robots and addressing the dynamics of robophobia and robophilia. Robophilia signifies the evolving, positive human-robot relationship, emphasizing the attribution of personhood to robots, while robophobia represents fear of robots
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The self-regulatory role of trait mindfulness in workplace bullying, hostility and counterproductive work behaviours among hotel employees International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-28 Zaid Oqla Alqhaiwi, Nikola Djurkovic, Tuan Luu, Asanka Gunasekara
While counterproductive work behaviours (CWB) harm hotels’ financial and non-financial performance, hospitality research ought to pay more attention to unpacking its antecedents and how employees are triggered to engage in CWB. Drawing on Affective Events Theory (AET), we posit that workplace bullying (WB) leads to enacting CWB by eliciting the targets’ emotions of hostility. Furthermore, considering
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Employee emotional investment: An institutional logic perspective International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-21 Lenna V. Shulga, James A. Busser
Based on the conservation of resources (COR) theory, institutional logic, and institutional arrangements, this study conceptualized and examined employee emotional investment as an important factor that influenced hospitality employee job and personal outcomes. In Study 1 (N=211), the reliability of the modified employee emotional investment scale was examined. In Study 2 (N=250), first using confirmatory
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Holiday effects on tipping rates in full-service restaurants International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-21 Faizan Ali, Christopher C. Olson, Christos Pantzalis, Jong Chool Park, Jung Chul Park, Dahlia Robinson
Dining at restaurants on holidays involves a mostly different experience than dining on any other normal day, as it provides the opportunity for diners to get together with family and friends. Consequently, in this study, we investigate whether the prosocial behavior of restaurant diners deviates from the norm on holidays. Using a large dataset of credit card transactions at full-service restaurants
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True or performative allyship: A matter of perception in search of cause-related marketing authenticity International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-20 Xunyue Xue, Anna S. Mattila
Cause-related marketing (CRM) has experienced remarkable growth over the past few decades, especially in the hospitality industry. However, concerns have arisen regarding performative CRM allyship, where companies engage in visible public support for a cause without costly actions. Little research has investigated how average consumers respond to such performative allyship. Additionally, while celebrity
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An fsQCA analysis of service quality for hotel customer satisfaction International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-17 Vladimir Perdomo-Verdecia, Pedro Garrido-Vega, Macarena Sacristán-Díaz
Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain
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When disclosing the artificial intelligence (AI) technology integration into service delivery backfires: Roles of fear of AI, identity threat and existential threat International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-13 Yingwei (Wayne) Xu, Gongmei (May) Zhou, Ruiying (Raine) Cai, Dogan Gursoy
Grounded in technological singularity theory, this research assesses how disclosing AI integration in hospitality services impact customers’ attitudes and behavioral intentions in three studies. Specifically, study 1 lays the foundation by showing that disclosing the AI presence reduces customers’ cognitive and affective trust, perceived quality, and usage intention in hedonic services but not in utilitarian
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Is it too much or not enough to click? Examining how and when the vertical visual perspective affects consumers' click-through intention International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-12 Heng Wu, Wenjun He, Xiaodan Li, Hui Ye
In addition to explicit informational cues, hotel managers can persuade consumers using subtle visual cues that convey symbolic meanings. This study examines the interaction effects of the vertical visual perspective (low-level vs. eye-level) in hotel cover photos and hotel type (higher-end vs. lower-end) on consumers’ click-through intention on the search results page of OTAs, the underlying mechanism
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Dining out with food allergies: Two decades of evidence calling for enhanced consumer protection International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-12 Silvia Dominguez, Jérémie Théolier, Jennifer Gerdts, Samuel B. Godefroy
Food allergic reactions in restaurant settings are regularly reported, including fatalities. The risk of dining out with food allergies is well documented, and is in part attributed to insufficient regulatory oversight. The objectives of this review were to (i) present scientific evidence characterizing the risk of dining out with food allergies, (ii) describe advances in proposed management mechanisms
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The power of voice! The impact of robot receptionists’ voice pitch and communication style on customer value cocreation intention International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-10 Xiao-Xin Liu, Cheng-Yue Yin, Meng-Ran Li
Despite growing interest in robots’ vocal cues in human-robot interactions, there are few studies on robots’ voice pitch. Drawing upon cue consistency theory and social exchange theory, we explore the interaction effect of the voice pitch and communication style of robot receptionists on customer value cocreation intention in hospitality contexts. Through two experiments, we demonstrate that when a
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Improving travel experience for hotel guests: Policy recommendations for pet-friendly hotels International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-08 Nikolaos Iason Koufodontis, Paraskevi Melissourgou
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Prioritization of internal marketing practices according to their influence on employee satisfaction by comparing IPA and AIPA International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-08 Özgür Davras
As employee satisfaction (ES) plays a critical role in the success of hospitality businesses, the factors influencing ES have been extensively investigated in the literature. However, considering the enterprises’ limited resources, it becomes crucial to allocate these resources based on the priority of factors in order to enhance ES. Importance-Performance Analysis (IPA) and Asymmetric Impact-Performance
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The effects of the professionalization of hosting on service quality: Towards quality standards and certifications within the short-term rental market International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-08 Cristina Miguel, Ivana Načinović Braje, Maria Hadjielia Drotarova, Kosjenka Dumančić, Berna Kirkulak-Uludag, Carlo Giglio
This paper explores how the increasing professionalization of the short-term rental market (previously dominated by individual hosts) fosters the implementation of formal quality standards in the sector. It is based on 36 in-depth interviews conducted with different stakeholders of the short-term rental industry in six European countries, namely, Croatia, Cyprus, Italy, Spain, Turkey, and the UK, and
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Proposing a Bayesian hierarchical growth curve model (BHGCM) for tourism and hospitality research International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-08 Jewoo Kim, Hyejin Eom, Joon Yeon Choeh, Jongho Im
Curvilinear growth trajectories of products/services are common in the tourism and hospitality industry. To fit nonlinear growth patterns with multilevel structures, this study proposed Bayesian hierarchical growth curve models (BHGCMs) in line with the increasing adoption of Bayesian analysis in tourism and hospitality academia. We provided the basic form of BHGCM along with its unique advantages
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Give it 110 percent: The sequential nexus between green supervisor support, green descriptive norm, green self-efficacy, and green behavior International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-07 Victor O. Olorunsola, Osman M. Karatepe, Elisa Rescalvo-Martin
In a world increasingly concerned with environmental sustainability, businesses recognize the pivotal role of employees in promoting green practices. Despite this recognition, evidence about employees’ perceptions of and its , , and in the hospitality literature is scarce. Therefore, this study investigates the dynamic interplay between green supervisor support, green self-efficacy (GSF), green descriptive
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The impact of sense of community on residents’ satisfaction, behavioral intentions, and life satisfaction in senior living communities International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-04 Suja Chaulagain, Jianwen Li, Abraham Pizam
This study examined the impact of sense of community (SOC) on senior living community (SLC) residents’ satisfaction. Additionally, the influence of satisfaction on overall life satisfaction was examined. The current study further investigated the impact of satisfaction on word-of-mouth (WOM) intentions toward the SLC in which they currently reside and toward moving to any other SLC. The data were collected
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Furry friends welcome! Investigating dog-owners’ perceived value of dining out with their pets International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-03 Xiaolong Shao, Xingyi Zhang, Eunha Jeong, Jing Li, Heejin Shin
The number of dog owners increased due to the impacts of the COVID-19 pandemic. In the foodservice industry, a noticeable gap exists related to the perceived value that consumers derive from visiting pet-friendly restaurants with their dogs. Therefore, this study aims to fill this gap using a scale development approach. Additionally, it seeks to identify the factors influencing consumers’ perceived
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The effects of recovery experiences on hotel employees’ subjective well-being, organizational citizenship behavior, and task performance International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-06-03 Lanlan Huang, Henry Tsai
Drawing upon the effort-recovery model and conservation of resources theory, we examine the mechanisms through which recovery experiences influence hotel workers’ subjective well-being, organizational citizenship behavior, and task performance. Following this, we conducted semi-structured interviews to delve deeper into the results obtained from structural equation modeling. Results show that employees’
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From click to fork: An empirical analysis of system and food quality influences in online meal kit consumption International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-30 Hyeyoon Choi, Woojin Lee, Hwansuk Chris Choi, Alireza Zolfaghari
This research explores the determinants and implications of brand attachment in the fast-growing online meal-kit industry. The objectives were to explore the components constituting the system and food quality, establish their impact on brand attachment, and examine the subsequent impact on consumer behavioral intentions. Utilizing big data analytics, the study analyzed real-time app content sourced
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Investigating guest reactions to plate waste reduction strategies: A field experiment in a casual-dining restaurant International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-30 Piyanart Junkrachang, Kenneth Butcher, Chachaya Yodsuwan
The purpose of this study was to investigate food waste reduction strategies at the consumption stage in restaurants and addresses United Nations Sustainable Development Goal (SDG) 12.3. Interviews with Thai restaurant managers found that managers attributed much of the problem to business competitiveness and cultural traditions of Thai diners which included being wasteful and holding beliefs about
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Generalist vs. specialist CEOs: Towards an understanding of CSR scheme in the restaurant industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-29 Sungbeen Park, Bora Kim, Sujin Song
In response to the increasing interest in and importance of Corporate Social Responsibility (CSR) and the role of leadership in the restaurant industry, there is a strong need to better understand how restaurant firms engage in CSR initiatives. Based upon the upper echelons perspective, this study examines how generalist and specialist CEO characteristics are manifested in firms CSR profiles and how
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Deep learning mechanism and big data in hospitality and tourism: Developing personalized restaurant recommendation model to customer decision-making International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-28 Sigeon Yang, Qinglong Li, Dongsoo Jang, Jaekyeong Kim
With the increasing ubiquity of booking restaurants through online platforms, the need for restaurant recommender systems that satisfy individual preferences has grown. Previous studies have found it challenging to reflect preferences in multiple aspects because customers' restaurant experiences were approached from a single aspect. This study proposes a novel personalized recommender system that uses
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Decoding the future: Proposing an interpretable machine learning model for hotel occupancy forecasting using principal component analysis International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-27 Daniele Contessi, Luciano Viverit, Luís Nobre Pereira, Cindy Yoonjoung Heo
Accurate hotel occupancy forecasting is vital for optimizing hotel revenue, yet interpretable machine learning tools lack extensive research. This paper presents a two-step approach utilizing historical and advanced booking data. Principal Components Analysis (PCA) groups similar patterns in booking curves, followed by a pickup forecasting model to predict occupancy. Evaluating the approach using real
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Investigating the effects of digital platform participation on B&B performance: An organizational learning perspective International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-25 Jiaying Lyu, Huan Huang, Zhenxing Mao, Xili Zhang, Huamin Li
Previous research has yet to fully explore the mechanisms through which digital platforms shape the performance of tourism small and medium enterpirses (SMEs). This study, guided by the organizational learning theory, hypothesizes that engagement with digital platforms impacts tourism SMEs' business outcomes primarily through the enhancement of capabilities, specifically marketing and innovation. This
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Autonomous delivery robots on the rise: How can I cut carbon footprint for restaurant food deliveries? International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-25 Jiyoon (Jennifer) Han, Soobin Seo, Hyun Jeong Kim
This study examines customers’ intentions to select an autonomous delivery robot (ADR) for off-premise restaurant delivery services, in response to the growing concerns about carbon emissions. Drawing upon Valence-Instrumentality-Expectancy theory, this study demonstrates how knowledge of transport emissions, awareness of carbon emissions, the perceived environmental performance of ADRs, and ADR usage
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Corrigendum to ‘Bringing high IT-enabled productivity to fruition: The role of IT identity in small and medium-sized hotel enterprises’ [International Journal of Hospitality Management 120 (2024) 103784] International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-24 Linlin Su, Shixuan Fu, Yu Qin, Bin Li
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Satisfaction with mobile food delivery app (MFDA) usage and the moderating role of perceived COVID 19 risk International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-24 M. Humbani, E. Higueras-Castillo, F. Liébana-Cabanillas
The purpose of this study was to determine the influence of MFDAs characteristics on satisfaction in a health emergence situation, as well as the interrelationships between satisfaction, trust, and continuance intention. Unlike other existing studies, this research examines the determinants of satisfaction classified into two groups based on the Expectation-Confirmation Model: on one hand, service-related
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Inflated positivity: The influence of the two-way review system on consumer ratings in the sharing economy International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-23 Bryan Usrey, Hiroaki Saito, Andy Lee
Due to a positivity bias, the accuracy of online reviews on accommodation-sharing platforms has been called into question. Utilizing social presence theory and two experimental studies, we found that the two-way (vs. one-way) review system, owing to social and observational cues associated with both the sharing platform and the review system, results in a higher guest review rating for a negative experience
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Understanding the motivation behind new mothers' choice of postpartum wellness hotels: Scale development and validation International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-23 Jing Zhao, Mang He
The intersection of hospitality cultures and healthcare industries has gained widespread recognition. As commercialized postpartum care has gained traction in Eastern countries and the growing acknowledgment of unmet needs of “the Fourth Trimester” in Western countries, the postpartum wellness hotels (PWHs), as a healthcare hospitality business, deserve special consideration. Despite its significance
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Outdoor hospitality performance: Through the lens of the balanced scorecard and its customer perspective International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-21 Kevin Grande, Natalie Haynes
The purpose of this study is to lay the foundations for measuring customer performance in the outdoor hospitality sector and encourage relevant internal benchmarking through an adapted balanced scorecard. The literature on balanced scorecard and customer performance is classified by identifying their antecedents in the context of outdoor hospitality management. Using an inductive approach, the study
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‘Commensal scenes’: Problematizing presence in restaurants in the digital age International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-21 Olivier Oren, Richard N.S. Robinson, Margarida Abreu Novais, Charles Arcodia
As guests’ norms and behaviours are rapidly evolving in the digital world, explicitly problematizing commensality, a term designating the social aspects of eating with others, is needed in hospitality contexts. This article introduces the "commensal scene" concept, applying Social presence theory to redefine commensality in dining settings amidst digital-age transformations. Challenging traditional
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Bringing high IT-enabled productivity to fruition: The role of IT identity in small and medium-sized hotel enterprises International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-17 Linlin Su, Shixuan Fu, Yu Qin, Bin Li
The hospitality industry has been increasingly adopting digitalization programs to improve the information technology (IT)-enabled productivity of their employees. However, due to limited resources and capabilities, small and medium-sized hotel enterprises (SMHEs) often resort to cost-effective digital technologies, resulting in an imperfect fit between IT and the organization. As a result, productivity
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Reputation or brand: The causes of asymmetric responses to hotel price promotions International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-15 Zhang Zhao, Shaonan Chang, Ming-Hsiang Chen, Xiaoxiao Fu, Xian Bi
This study investigates the impact of brand and reputational differences on consumer preferences and the effect of these differences on hotel pricing decisions in response to competitors’ price promotions. Accordingly, using reputational and brand difference models, the paper explores how hotels should respond to competitor-driven price promotions. Key findings are as follows. It is not advantageous
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The moderating role of national economic development on the relationship between ESG and firm performance in the global hospitality industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-13 Da Hyun S. Hwang, Hyoung Ju Song, Seoki Lee, Kyung Ho Kang
This study examines the effect of national economic development (NED) on the relationship between Environmental, Social, and Governance (ESG) and firm performance. While ESG principles are embraced collectively by firms and nations, the influence and benefits of implementing ESG practices may vary across countries and firms operating within them. Drawing on the market-orientated perspective and Maslow’s
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African American style project pitches in business fundraising: Strategies for African American entrepreneurs International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-13 Xiaodan Mao-Clark, Yoon Koh, Agnes DeFranco, Rino Nakajima
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Enhancing service recovery satisfaction with chatbots: The role of humor and informal language International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-13 Ghazal Shams, Kawon Kathy Kim, Kaeun Kim
Effective communication with customers is a key factor in achieving positive reactions, especially in text-based chatbots where no human interaction is involved. This study investigates how the use of humor and informal language by chatbots affects service recovery satisfaction (SRS) following service failures, with a focus on the moderating role of brand equity and service failure severity. Results
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Neolocalism of craft brewery experience: Scale development and validation study International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-11 Shuangyu Xu, Matthew Joseph Bauman, Sandra Sun-Ah Ponting, Lisa Slevitch, Craig Webster, Ksenia Kirillova
Neolocalism as a conscious effort to actively seek out a sense of place with local communities, has been growing rapidly among craft breweries’ customers in recent years. Oftentimes served as a marketing strategy, neolocalism also aids in local communities’ sustainable development. However, it is unclear what constitutes “local” in craft brewery settings, though in this fast-growing industry, neolocalism
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The menu: Private chef dining experienscape in the sharing economy International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-11 Aleksandar Radic, Wei Quan, Nidhi Singh Jaipuria Noida, Heesup Han
The private chef dining experienscape is a correct mixture of pedantry and love towards the food, orchestrated by the considerable skills of the modern chef. This study explores consumers’ intentions towards private chef dining experience as a contemporary model of the sharing economy using a Stimulus-Organism-Response (S-O-R) paradigm. The data was collected from various respondents residing in several
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When powerful artificial intelligence backfires International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-11 Saleh Shuqair, Diego Costa Pinto, Caroline Lancelot Miltgen, Giampaolo Viglia
Despite recent advancements in artificial intelligence (AI) in hospitality, little is known about its unintended consequences on consumers’ privacy concerns. Through an empirical package combining qualitative and quantitative evidence, this research reveals that framing AI as “powerful” enhances privacy concerns (Studies 1–5) by reducing AI-control over data (Study 3). Notably, such effects are reduced
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Gender inclusion: The practices of organizational development and human resource management International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-11 Vorakarn Chalermchaikit, Metin Kozak, Sirichai Preudhikulpradab
This study explores gender inclusion via practices of organizational development and human resource management from general managers in five-star hotels based on the gap between current practices, expectations, and typical general managers' characteristics. The study states the related theories of organizational culture, corporate policies, perceived organizational support, core competencies, and gender
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Drivers, barriers and key practices of corporate sustainability strategy implementation in hotels International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-10 Vanessa Guerra-Lombardi, Raúl Hernández-Martín, Noemi Padrón-Fumero
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Re-imagining delightful experiences in “New Normal” conditions: A systematic critical review and future research agenda International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-09 Truc H. Le, Dung (Jenny) Le, Rawan Nimri, Sara Quach Thaichon
Disasters and crises, including the COVID-19 pandemic, have created an uncertain and challenging environment, particularly for the hospitality and service-based industries, forcing managers to seek effective approaches in designing and staging delightful experiences in post-crisis conditions. This paper aims to advance research in delightful customer experiences in the hospitality and service-based
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Test of a moderated serial mediation model of management commitment to the ecological environment International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-08 Tuna Karatepe, Elisa Rescalvo-Martin, Taegoo Terry Kim, M. Mithat Uner, Ali Ozturen, Osman M. Karatepe
The purpose of our paper is to assess the interrelationships of management commitment to the ecological environment (MCEE), harmonious environmental passion (HEP), task-related and proactive pro-environmental behaviors (PEB), and qualitative job insecurity (QJIS) in a moderated serial mediation model. Data gathered from hotel customer-contact employees were utilized to gauge the aforementioned links
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Revisiting the taxonomy of market exit strategies in hotels International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-07 Lyudmila Igosheva, Viachaslau Filimonau, Marco Ciraulo, Mark Ashton, Vladimir A. Ermolaev
Theories of service firm life cycle do not explain what happens to a hotel at the end of the decline stage. Although market exit is one of the possible outcomes of business decline, it is under-researched. Yet, such research is critical for understanding the options available to a hotel in a time of crisis. By interviewing senior managers with the experience of failed hotels (n=17), this study revisits
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Hospitality customer intentions to write fake online reviews: A cross-cultural approach International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-07 Mustafeed Zaman, Chai Ching Tan, Mohammad Shahidul Islam, Kareem M. Selem
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Navigating Grant Program Representative Bias: Insights from Paycheck Protection Program for Hospitality SMEs and Entrepreneurs International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-07 Michael S. Lin, Amit Sharma, Yangyan Xu
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Healing experiences at resort hotels (HERH): Conceptualization and scale development International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-07 Chyong-Ru Liu, Yao-Chin Wang, Tonny Menglun Kuo, Cheng-Hsiung Tsui, Hsuan Chen
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Abusive supervision in commercial kitchens: Insights from the restaurant industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-06 Babak Taheri, Jamie Thompson, Trishna G. Mistry, Bendegul Okumus, Martin Gannon
This mixed-method study investigates how abusive supervision and bullying impact job satisfaction and turnover intentions among employees in an environment plagued by ingrained incivility: commercial kitchens. Underpinned by social learning theory, we draw from 832 survey responses and 20 in-depth interviews to explore the extent to which supervisory abuse and workplace bullying negatively impact employee
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Employee negative reactions to CSR: Corporate hypocrisy and symbolic CSR attributions as serial mediators International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-05-04 Erhan Boğan, Bekir Bora Dedeoğlu, Caner Çalışkan, Sadia Cheema
Although previous hospitality studies investigated the impact of CSR directed at various stakeholders, these studies have largely overlooked the impact of perceived inconsistent CSR (ICSR) strategies on unexpected employee outcomes. To fill the gap, this study investigates how perceived ICSR strategies affect employee deviant behavior through perceived corporate hypocrisy and symbolic CSR attributions
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Digital transformation in the hospitality industry: A bibliometric review from 2000 to 2023 International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-30 Xuerong Peng, Jiajia Zhu, Seoki Lee, Dan Zhou, Wenhao Song, Tianyu Ying
This study reviews the rich yet fragmented literature on digital transformation in the hospitality industry. Using 2527 peer-reviewed English articles published between 2000 and 2023, we employed bibliometric and content analyses to determine the overall performance and research themes in this field. Employing co-occurrence analysis, four pivotal research themes were identified: (1) digital technology
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Traveling with pets and staying at a pet-friendly hotel: A combination effect of the BRT, TPB, and NAM on consumer behaviors International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-25 Bo Meng, Xiaoting Chi, Jinkyung Jenny Kim, Gaeul Kim, Wei Quan, Heesup Han
Tourists are recently increasingly traveling with their pets. However, how and why pet owners choose pet-friendly related tourism as well as hospitality products and services remains unknown. The present study aims to examine the decision-making process of pet owners in regards to visiting pet-friendly hotels by simultaneously employing the behavioral reasoning theory (BRT), the norm activation theory
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“I was so scared I quit”: Uncanny valley effects of robots’ human-likeness on employee fear and industry turnover intentions International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-25 Cass Shum, Hyun Jeong Kim, Jennifer R. Calhoun, Eka Diraksa Putra
Because of the increased usage of service robots in the hospitality and tourism industries, researchers and practitioners are interested in learning to facilitate interactions between employees and service robots. However, there is little information on how service robots’ humanlike appearance affects employee emotions and industry turnover intentions. Drawing upon uncanny valley theory, a quasi-scenario-based
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Drivers of hotel guests’ choice of smart products: Applying a complexity theory involving TAM, technology readiness, TPB, and emotion factors International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-25 Heesup Han, Seongseop (Sam) Kim, Frank Badu-Baiden, Amr Al-Ansi, Jinkyung Jenny Kim
A clear understanding of consumer adoption behavior would lead to broader acceptance of technology-mediated products, which eventually pave the way for the success of smart hotels. This study explored the psychological mechanisms involved in hotel guests’ choice of smart products, based on complexity theory. This study used motivation factors based on the technology acceptance model, technology readiness
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Pursuing the drivers of consumer behaviour toward service robots in the hotel industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-25 Mohammad Soliman, Stanislav Ivanov, Islam Elgammal, Craig Webster, Alamir Al-Alawi
This paper investigates the structural connections between hotel customers’ general perceptions of technology, their perceptions toward service robots, emotions expectations, brand-related perceptions, and their behavioural intentions toward hotel brands that use service robots. It employs a quantitative approach by analysing data gathered through an online questionnaire from residents in Oman with
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Effect of supervisor incivility: Role of internal whistleblowing as a coping mechanism by hotel employees International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-24 Shalini Srivastava, Poornima Madan, Trong Tuan Luu
Leveraging the Affective Events theory, the study attempts to investigate the relationship between supervisor incivility and internal whistleblowing among hotel employees. It further intends to comprehend the role of the dark triad supervisors in mediating the relationship between supervisor incivility and internal whistleblowing. The conceptual framework was tested using data collected from 216 employees
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Do topic and sentiment matter? Predictive power of online reviews for hotel demand forecasting International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-23 Doris Chenguang Wu, Shiteng Zhong, Haiyan Song, Ji Wu
Studies integrating textual data for forecasting have mainly focused on the overall sentiment reflected in text. Yet textual data convey various types of information, such as review topics, that can be beneficial when forecasting hotel demand. This study aims to combine topic modeling and sentiment analysis to improve forecasting performance of hotel demand. Specifically, the latent Dirichlet allocation
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Hotel reviews during the pandemic: Encouraging repeat customers to “speak up” through management response International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-22 Na Wang, Thompson S.H. Teo, Shan Liu, Vivien K.G. Lim
After the outbreak of health crises, the number of new customers decreases sharply. As a relatively stable customer base, repeat customers and their feedback become particularly important for hotels. However, repeat customers tend to post wordless reviews (reviews without text). To solve this problem, we examine the effects of hotels’ long-term response strategies on repeat customers’ pandemic reviews
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It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-04-18 Jing (Jasper) Yu, Xiaoming (Rose) Liu, Mang He, Liman (Mandy) Huang, Jun (Justin) Li
Service robots have been gradually adopted by various providers. However, despite their significant potential in various service scenarios, robots can make mistakes during service interactions. Drawing on the concept of customer empowerment (CE), this study contributes to the existing literature by comparing the difference in the empowerment perceptions of younger and older customers toward robots