The upper echelons theory posits that a CEO’s cognitive and perceptual processes, as well as their values and experiences, influence their decision-making and, consequently, their strategic choices. In the complex love-hate relationship between hotels and online travel agencies, the topic of rate parity agreements is controversial and heated, wherein a CEO’s values, beliefs, and convictions potentially

Despite the importance of visual images in persuasion, visual effects have not gained needed attention in restaurant startup fundraising literature. Drawing on signaling theory, this study justified restaurant property images as an effective signal of startup quality. Based on service quality literature and entrepreneurship literature, this study further investigated how restaurant property visual

Given that employees’ pro-environmental behaviors (PEB) play a critical role in achieving sustainability goals, we utilized a mixed methods approach to explore the factors that may foster their PEBs. In view of the qualitative findings, we developed a conceptual model that examined green goal clarity as a mediator of the effects of green authentic and green servant leadership styles. The model investigated

Most cloud kitchens offer only basic services, leading to numerous problems in the service process that may cause customer dissatisfaction. Therefore, optimizing cloud kitchen services by identifying service barriers and risks is necessary. This study aims to identify the service barriers of cloud kitchens and develop a straightforward methodology to assess the risk of these barriers, considering the

This study examined the interaction effect of sustainable and conventional hotel experience on satisfaction in sustainable hotels. Using a hierarchical linear model, Study 1 analysed 60,725 Tripadvisor review comments from the ten highest-rated sustainable hotels in the USA, and Study 2 conducted a ‘2 × 2’ online experiment. Results empirically confirmed the positive impact of sustainable and conventional

This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using

Environmental, social, and governance (ESG) practices are garnering increased attention from hospitality companies, accompanied by a notable rise in awareness and expectations from key stakeholders. Nevertheless, research exploring how internal stakeholders perceive ESG initiatives and how such perceptions affect them is still scarce. This paper attempts to shed light on this area by analyzing 195

Service robots have emerged as powerful technological tools across various markets. Customer orientation and responsiveness to feedback, such as word of mouth (WOM), are critical factors in managerial decision-making. However, does WOM act as an angel or a devil? To address this question, the current study seeks to deepen our understanding of both positive and negative WOM regarding service robots

The hospitality industry has undergone a comprehensive transformation with the infusion of artificial intelligence into its processes, but the employees’ adoption of artificial intelligence has been scantly studied. This systematic review comprises 80 empirical articles listed in the Scopus database that study hospitality employees as key participants, which were selected using the PRISMA approach

While tourists have traditionally used peer-to-peer platforms for accommodation and dining, they can now also access travel experiences through these platforms thanks to a new product: online travel experiences. With the emergence of this product, a fundamental understanding of its key attributes and their impact on user satisfaction is essential. However, such understanding has been rarely explored

This study explores the effect of hotel employees' readiness for and acceptance of Artificial Intelligence (AI), on hotels’ adoption of AI, and its subsequent impact on achieving Sustainable Development Goals (SDGs), as well as impact on non-financial performance (NFP), within the U.S. independent hotel sector. A novel survey instrument was devised, validated and administered to 1600 employees in independent

Peer-to-peer (P2P) accommodation hosts exhibit diverse territorial behaviors in their interactions with guests. Combinations of these behaviors can distinctly affect guest experience. Using latent profile analysis, this paper identified subpopulations of P2P accommodation guests who share common perceptions of host territoriality. Results from three studies consistently revealed a trio of host territoriality

Online food delivery (OFD) has gained popularity because of rapid urbanization and busy lifestyles of individuals in the last decade. Nevertheless, despite the surging fame and significance of OFD, certain gaps in research demand attention. Thus, this study aims to examine comprehensive barriers (economic, efficiency, experience), trust, post-usage usefulness, loyalty, and electronic word-of-mouth

There are criticisms that the hospitality industry has lost its human touch as a competitive edge. While previous studies have examined how high-touch customer experiences should be provided, their recommendations are often related to humanizing service employees and technologies. It remains unclear how human touch should be better leveraged and incorporated into service design to enhance customer

Despite the recent global rise of esports and its growing connection with the tourism and hospitality industries, few scholars have focused on this area. This study adopts an experimental approach to explore whether and how the presence of esports elements in hotels influences the consumption intention of Generation Z. The presence (vs. absence) of esports elements in hotels evokes a positive sense

This study first develops a multidimensional metaverstic experience perceptions scale by identifying four components – social interaction, spatial interaction, customized avatar embodiment, and immersion – as the most critical features of customers’ metaverstic experiences. Afterwards, it explores a theoretical model that identifies the critical determinants of consumers’ willingness to use the Metaverse

A stream of research focusing on refugee entrepreneurship within the hospitality realm has recently gained momentum. However, existing research seems to place emphasis on the host country’s ecosystem overlooking the home country’s situation in the entrepreneurial course of refugees. This omission is intriguing given the crucial role of home experiences of refugees on their entrepreneurial journeys

The risk perception of customers has great significance for the proper functioning of the hospitality companies. This study discloses and compares the risk perception of consumers before and during pandemic by utilizing aspect-based sentiment analysis, and examines its effect on stock return volatility of hospitality companies. Taking the top five hotel companies as examples, the results indicate that

Salience theory posits that decision-makers pay more attention to the most outstanding—salient—attributes of available options, ultimately impacting decision-makers’ choices. This study proposes extending this theory to the decision of adding an extra component to a product, with special significance for the hospitality industry. Hotels tend to charge a fixed amount to add breakfast to a reservation

The importance of facilitating dialogic communication using online tools is evident by the increasing use of social media to communicate CSR initiatives and engage with stakeholders by restaurant firms. However, existing studies have been limited to the perspective of emphasizing symmetric communication on social media platforms. This study suggests that ‘creating shared value (CSV), empathy, and social

Artificial intelligence (AI) adoption is expected to increase in the hospitality industry due to its efficiency and effectiveness in operations. Despite its immense benefits, AI adoption might lead to adverse employee-related outcomes, such as job replacement threats, job insecurity, and higher turnover. However, the findings from limited research on this phenomenon are inconclusive. This study aims

A critical, yet understudied aspect of generative AI functionality in hotels is consumers’ disclosure of personal information, which carries significant risks. By expanding the Extended Parallel Process Model, this research investigates the role of trust in hotels in impacting consumers’ perceptions of threat and coping efficacy. These perceptions, in turn, influence consumers’ fear perceptions and

This study examined the connection between socially responsible human resource management (SHRHM) strategies and employee outcomes in the hotel industry. Specifically, this study examined the influence of SHRHM on intention to stay and positive word-of-mouth among hospitality employees. PLS-SEM was used to analyze 348 responses from US hospitality employees. The findings of the quantitative study indicated

Our paper develops and tests a moderated mediation model of despotic leadership (DL) and knowledge sabotage behavior (KSB). The model assesses: (a) the link between DL and KSB; (b) emotional dissonance as a mediator between DL and KSB; (c) willpower and waypower as the two moderators of the effect of DL on the aforesaid undesirable outcome; and (d) willpower and waypower as the two moderators of the

We aim to investigate whether, how, and when frontline service employees (FSEs), as observers of leaders’ knowledge hiding behavior toward customers (LKH-C), engage in employee knowledge hiding behavior toward customers (EKH-C). We introduce employees’ devaluation of customers (EDC) as an indicator of the social learning of LKH-C. To understand the trickle effects of knowledge hiding toward customers

The purpose of this study is to systematically review and synthesize the existing employee wellness literature on studies conducted in the hospitality context, connecting the various dimensions of wellness, identifying theoretical perspectives, and discussing future research opportunities. Using the PRISMA method, 149 full-length articles related to the wellness of hospitality employees were systematically

This research note analyzes tipping percentages from academic studies of restaurant tipping and finds that tipping rates have increased over the past half century. This finding provides some evidence that tipping benefits tippers beyond helping them avoid social disapproval (Azar, 2004) and that tipping is used by consumers to compete for positional (zero-sum) benefits such as exceptional service and

The hospitality industry employees' well-being is relevant for practitioners and researchers alike. Academic interest in hospitality employee well-being (EWB) has been steadily rising. Yet, the unintended result has been a fragmentation of the field, with at least 42 different theories addressing issues of EWB in hospitality. This study adopts a systematic literature review approach to re-balance a

Despite the importance of service innovation research, it remains unclear how service innovation paradoxically induces customer defections during service failures. Using a three time-lag interval design, our findings show that customers’ negative responses to hotel betrayals outweigh their positive responses to service innovations. Thus, we demonstrate that service innovation does not always positively

As service robots become more widely deployed, the risk of service failures has increased, making it crucial to understand how service enterprises can effectively recover from such failures. Drawing on role congruity theory, we explore the performance of different recovery agents across various robot failure contexts. Through three experiments, we demonstrate that customer forgiveness and satisfaction

This study explores the use of generative artificial intelligence (AI), specifically ChatGPT, in analyzing qualitative data on hotel guests’ delightful experiences. To assess the utility and trustworthiness of ChatGPT as a supplementary tool, we compared human coding, guided by Grounded Theory and Qualitative Content Analysis method, with AI-augmented coding using developed prompts in analyzing survey

Understanding the relational benefits private club members seek and experience is important to both club managers and researchers. However, there is limited research of such benefits in the hospitality literature. To address this gap, this study operationalizes a multidimensional scale reflective of the relational benefits private club members experience as a result of their relationship with their

This study explores when customers prefer service staff to service robots, or vice versa, based on uncertainty reduction theory. This study also investigates the moderating role of product type and brand level in the relationship between service agent type and experience satisfaction through perceived credibility and customer attitude. Two 2×2 between-subject experiments were conducted to test the

This paper investigates the relationship between leadership and dynamic capabilities as drivers of innovation in the hospitality industry. Utilizing data from hospitality executives, we examine how different leadership styles impact the formation of dynamic capabilities and service innovations during unprecedented crises. This research expands extant literature by showcasing how different leadership

This study addresses a critical research gap in understanding the mechanisms through which corporate social responsibility (CSR) influences green innovative behaviors (GIBs) among hospitality industry employees. Despite increasing recognition of the importance of sustainability, little is known about how CSR initiatives can effectively motivate employees to engage in GIBs. This research aims to explore

The fit information of multi-modal user-generated content has its unique value but is understudied. This study investigated how the fit between photos and text within a hotel review influences tourist rating behavior. Employing deep learning technologies and econometric analysis shows that the fit between photos and text has an inverted U-shape effect on tourists’ ratings using online hotel review

Supporting one’s family can be a powerful motivator for employees to work hard. However, very few research has been done and has explored the reasons why family motivation matters and how it occurs. Drawing on prosocial motivation theory and action identification theory, we propose that family motivation positively influences employee resilience, particularly when intrinsic motivation and challenge

As more customers choose to travel with their pets, pet-friendly hotel needs have also increased. This research aims to shed light on the physical and service attributes of pet-friendly hotels by using a mixed-method approach. Study 1 analyzed online TripAdvisor reviews using a netnography approach to assess consumer perceptions and evaluations of pet-friendly hotels. The results listed critical attributes

This study investigated the relationship between strategic orientation, green innovation, the implementation of digital technology, and financial and non-financial performance. It has also considered the factors of green information proactiveness, transparency, and formality. The research was conducted in the Malaysian hotel industry, using data from 401 employees and 74 managers. Path analysis was

The hospitality industry has long recognised the need for effective conflict-management. By adopting a theory-informed systematic review approach to analyse 108 journal articles on hospitality conflicts, this study examines the conceptualisations and research trends in conflict and conflict management in the hospitality context. A multi-stakeholder, resource-based conflict-management framework is developed

The effectiveness of assertive advertising in the travel and hospitality industry remains unclear, despite its prevalence. This study investigates the role of customers' self-concept clarity (SCC) and brand perception in their response to assertive ads across various contexts, including hotels, restaurants, and tourism destinations. Five studies reveal that high-SCC customers prefer assertive ad messages

Consumers typically compare information before making decisions. Only when the two types of information are consistent in admitting high service quality are consumers motivated to book a hotel. However, the impact of the attitude gap between similar information sources on consumer booking behavior remains unexplored. Drawing on expectation confirmation theory, we investigate the influence of the rating

Authenticity has been widely acknowledged as a pivotal determinant in the success of ethnic restaurants. This study explores the influence of authentic dimensions and customer knowledge on the overall authenticity and revisits intention of Omani ethnic restaurants by moderating the gastronomic experience. Using a positivist approach, data were collected from 330 customers of Omani ethnic restaurants

We conducted this study to investigate the influence of robot anthropomorphism on consumers’ attitudes toward restaurants and service providers, focusing on the moderating effects of robot social roles and consumer autonomy. The results of Study 1 revealed that anthropomorphic robots fostered more positive attitudes toward restaurants and service robots than non-anthropomorphic robots when consumers

Service robots have been widely introduced into the hospitality industry and are being extensively utilized. Most existing research has focused on the customer perspective and explored the antecedents of robotic usage experience, leaving the mechanisms of its work-related consequences unclear. This research provides a causal framework for understanding the relationship between robotic usage experience

This study examines the impact of misleading photos on consumer’s regret, distrust, and anger, leading to negative word-of-mouth communication. Using a scenario-based experimental design, data were collected from 259 participants via Amazon Mechanical Turk (MTurk). The study further examines these interrelationships across leisure and business traveller groups as well as misleading photos posted on

Despite its economic benefits, the integrated resort (IR) industry faces social concerns, including pollution, gambling addiction, and community conflicts. To counter these issues, managing ESG (environmental, social, and governance) practices becomes crucial for IRs. However, IRs need more specific ESG measurement scales to ensure progress. This study aims to fill this gap by developing a new scale

This study proposes a meta-analytic framework with the underpinnings of unified theory of acceptance and use of technology, value-based adoption model, and brand relationship quality theory to summarise online food delivery (OFD) literature. Meta-analytic bivariate analysis was used to test the relationships in the proposed model. Further, by performing moderation analysis, this meta-analysis resolves

Technology is transforming the Hospitality and Tourism (H&T) sector from a “high-touch, face-to-face” to a “high-tech, low-touch” service sector. This changing landscape necessitates a reconfiguration of the traditional service quality dimensions. To make the renowned Service Quality (SERVQUAL) model relevant in today’s dramatically different landscape, this study proposes an extended SERVQUAL framework

By analyzing 47 articles on lookism of employees in Hospitality-Tourism workplaces published up to March 2023 in hospitality and non-hospitality journals, this study provides a systematic review of lookism and synthesizes the findings into a multilevel conceptual framework of its antecedents and consequences. Findings indicate factors at the individual-, job-, organizational- and institutional-level

This research establishes the Consciousness Attribution Model of AI Hospitableness (CAMAH), an emerging theoretical framework that examines three interconnected aspects: (1) the mechanism of consciousness attribution by consumers towards AI-enabled service providers, (2) the necessity of such attributions in recognizing the symbolic value of AI hospitableness, and (3) a nuanced comparison between human

The rapid expansion of smart hotels in recent years has aroused researchers' interest in their competitiveness. While previous research has identified factors influencing the competitiveness of smart hotels, little effort has been devoted to understanding the specific competitive strengths and weaknesses of individual smart hotels. This study addresses the research gap by proposing a novel artificial

This research explores commercial friendship within Dutch pubs, focusing on the transition from transactional to personal interactions between bartenders and guests. The study uses semi-structured interviews and thematic analysis to reveal that commercial friendship shares many similarities with non-commercial friendship but differs in important aspects. We found six levels of commercial friendship

This research introduces the GAI Marketing Model, a comprehensive conceptual framework for understanding and applying generative artificial intelligence (GAI) within marketing, specifically in the hospitality and tourism sectors. Building on existing classifications of GAI, this model incorporates critical elements such as adoption factors, marketing stages, and downstream outcomes. The framework offers

Servers wearing personal protective equipment (i.e., gloves and/or masks) and robot servers received increased attention during the COVID-19 pandemic. However, studies evaluating consumer health-risk perceptions and behavioral intentions related to these interventions post-pandemic are sparse. Therefore, based on perceived risk, social servicescape, and cue utilization theory, two experiments were

Little is known about women wine consumers’ reactions to gender cues in marketing communication despite their increasing purchasing power. This research examines the effects of gender cues (feminine vs. masculine) in wine labels on women wine consumers' attitudes, sensory expectations, sensory evaluations, and purchase intentions. Two online experiments and one field test involving 462 valid responses

Empowered by artificial intelligence (AI), luxury tourism and hospitality brands are increasingly using personalized recommendations as a novel approach to engage customers in the pre-purchase phase. While considerable research exists on customers’ post-purchase responses to luxury tourism products, their psychological states driven by personalized recommendations during the pre-purchase stage are

This study examined the influence of words used in restaurant menu descriptions. Menu descriptions are typically short, communicating a great deal of information in a brief statement. Understanding the types of words that resonate most with consumers addresses a gap in menu research. Correspondingly, this study assessed how consumers process menu words to minimize ordering risk by applying a choice-based