In the recent development of recruitment research in the hospitality industry, the need to assess the job attributes, signal of gender diversity, perception of potential employees about the organization, and assessment of hiring outcomes has gained immense interest. Across three experimental studies, this paper examines the to-and-fro interactive recruitment process with generative AI assistance in

This paper utilizes the deep learning model based on BERT-BiLSTM-CRF in combination with the econometric model to examine how hotel customers’ complaints toward diverse service attributes contribute to their overall satisfaction. With our model, seven types of customer complaints, including service, facility, cleanliness, price, location, dining, and noise, can be automatically identified from hotel

Building on recent developments in job demands-resources (JD-R) theory, we investigate how high-performance work systems (HPWS) are related to both the motivational and health impairment processes. Concretely, we examine the relationship between HPWS and employees’ burnout and quality of life (QoL) through its link with challenge and hindrance job demands. To do so, 417 hospitality and tourism employees

Although artificial intelligence (AI) has shown a crucial role in the digital transformation of hospitality businesses, our understanding of AI influence on employee performance outcomes has yet to be developed. We draw on self-determination theory (SDT) and aim to investigate when and how AI disruption threat influences employees’ service performance and innovative work behavior. Across a two-wave

As hospitality enters the metaverse era, artificial empathy becomes essential for developing of artificial intelligence (AI) agents. Using the empathy cycle model, computational empathy frameworks and interdisciplinary research, this conceptual paper proposes a model explaining how artificial empathy will evolve in the hospitality metaverse era. The paper also addresses customer empathy and responses

For the time being, there are limited contributions that explore responsible food and beverage operations and their corporate environmental, social and governance (ESG) disclosures. This research addresses these knowledge gaps. Its underlying objectives are threefold: Firstly, it raises awareness on different phases of food preparation and consumption; Secondly, it elaborates about sustainability accounting

In the digital platform landscape, hotels, as complementors, unavoidably participate in dynamic coopetition. Prior work on dynamic coopetition has primarily focused on the role of platform owners, who command considerable power in orchestrating coopetitive dynamics. However, the way in which power-disadvantaged complementors engage in such coopetition has been neglected. Through a qualitative multiple-case

This paper analyzes the impact of corporate culture on hotel financial stability. We conduct textual analysis on 10-K reports of 47 US-listed hotel firms from 2000 to 2021 to quantify four corporate culture dimensions in the Competing Values Framework – Control, Collaborate, Compete, and Create. The results suggest that hotel firms whose cultures focus on individuality and flexible organizational structure

The rapid technological development of Artificial Intelligence (AI) in the hospitality industry significantly influences the mental health of hospitality workers. Based on the transactional theory of stress and coping (TTSC), we examined how AI awareness among hospitality workers may influence their mental health symptoms (e.g. depression and anxiety as measured by the PHQ-4). We collected data from

This research employs a serial mediation model to explore how different levels of human-robot collaboration, apology styles, and emotional responses affect customer intentions after a service failure, based on a scenario-based experiment with 311 participants, analyzed using MANCOVA and PROCESS Macro Model 6. Our findings reveal that human-robot collaboration configurations where robots play a significant

Implicit racial bias, a type of unconscious bias that accelerates one's decision-making, is critically prevalent on peer-to-peer marketplaces like Airbnb because one's race is easily identifiable through the profiles that people share online. Although implicit racial bias can occur in both directions between guests and hosts during the transactional process, where either party may be treated unfairly

Encouraging consumers to pay a premium for environmentally friendly food packaging is vital. This study examines consumers’ willingness to pay a premium for environmentally friendly (reusable and sustainable) compared to single-use plastics (conventional) off-premises food packaging. Using the stimulus-organism-response theory, two experimental studies were conducted. Study 1 shows the direct influence

Research on consumer behavior regarding luxury hospitality products has long been an important topic in the marketing field. Customers' perceptions of luxury products' value and experience with them have been identified as critical consumption factors affecting purchase intention. Therefore, this study was to find how luxury value and hotel experience factors apply to people’s luxury purchase desires

Although human-robot collaboration (HRC) is increasingly becoming prevalent in the service industry, the impact of HRC on the employees’ work outcomes has been relatively underexplored. Drawing upon the conservation of resources theory, we aim to examine whether, how, and when HRC can enhance service performance of frontline employees (FLEs). To this end, we conducted an experimental study (Study 1)

This study investigates the impacts of the source of hotel review summary (AI-generated vs. human-generated) on customers' trust, information processing, and booking intentions through three scenario-based experiments involving 764 participants. Study 1 reveals that human-generated (vs. AI-generated) summaries lead to a higher level of trust, which boosts booking intentions. Study 2 finds that with

Hospitality employees play a crucial role in food waste prevention, yet there is little understanding of how employees can influence the way food waste is thought about and dealt with within their workplace. To address this gap, we conducted semi-structured interviews with 23 UK hospitality actors, including frontline employees, managers and business owners to understand how they influence others,

In recent years, robot services are prevalent in the hotel industry. Hotels face the practical challenge of deciding whether or not providing robot services. To cater to this challenge, we consider two competing hotels, and develop four theoretical models to explore their optimal robot adoption decisions. First, we utilize the Hotelling game to portray the utility functions of different types of consumers

Organizations often seek ways to motivate their employees to make positive contributions. Drawing on the proactive motivational model and social information processing (SIP) theory, this study aims to explore the effects of hotel employees’ emotional energy on supportive and constructive voice and the moderating role of psychological safety climate. The proposed model was tested using data collected

Crowdfunding has emerged as an alternative financing method for startups in the foodservice industry. To identify determinants of crowdfunding performance and thus develop attractive foodservice project proposals, this study investigated 1363 project proposals between 2011 and 2022, focusing on their linguistic features such as time orientation, length, readability, and tone. For robust and efficient

This research addresses a critical gap in understanding how service failures by robots versus human employees shape customer compensation expectations in the hospitality industry. While substantial literature explores service failure, the nuanced impacts of failure severity and the interplay with different types of service providers – robotic or human – have not been thoroughly examined. Through three

The paper presents an empirical application of the integrative model of resilience knowledge in tourism, the ReKo-Model. This study employs a quantitative method to analyse seven dimensions of resilience, with a specific focus on three areas of measurement: awareness, current implementation, and strategic cooperation. The research included obtaining virtual expert evaluations from 62 managers in the

This study examines how internal governance influences the relationship between strategic posture and firm performance in large, publicly listed U.S. hospitality firms. Drawing on Agency Theory, we argue that the board of directors plays a crucial role in determining whether firms can capitalize on the top management team’s entrepreneurial orientation (EO). We investigate board tenure as a key characteristic

Marketing involves a competition between brands, yet very little hospitality marketing research uses brands as the unit-of-analysis. The current paper fills this need by examining the relationships among hotel brands’ quality/price tier, number of hotels, building size (average number of rooms per hotel), average customer satisfaction ratings, popularity, fame, penetration, average purchase frequency

The advancement of natural language recognition and processing technology has revolutionized how consumers interact with service robots. Initially reliant on manual communication (typing or clicking), the shift has occurred towards verbal communication (speaking or talking). However, how consumers respond to these two modalities is less understood, especially in hospitality service settings. This study

The present study examines the negative outcomes triggered by tolerance of workplace incivility, i.e., a reduced organizational citizenship behavior (OCB) and increased emotional exhaustion, which may seriously affect the performance of individuals and organizations in the hospitality sector. The study further seeks the mechanism through which the negative impact may be checked by considering the psychological

This study introduces the flow-through method, focusing on retaining incremental revenue as an alternative approach. Unlike conventional ratios, this method explains causal relationships between income statement items and aids in future projections. The hospitality industry, with varied revenue streams, faces challenges in applying uniform methods, limiting adoption due to practitioner unawareness

Through better recruitment of Children’s representatives working in mini-clubs, outdoor hospitality businesses have a further opportunity to both enhance the well-being of children while also addressing a major societal issue such as sustainability. The findings of the research suggest that the content of job advert for children’s representatives should be recalibrating with a focus on philosophy of

Buffet-style restaurants stimulate tourists to consume food impulsively and leave plate waste. By employing a survey and a qualitative approach, namely the Critical Incident Technique (CIT), this study examines the influence of positive emotions and cognition in encouraging and strengthening sustainable consumption behaviour. Built upon the broaden-and-build theory of positive emotions, this research

The hospitality industry is increasingly using service robots to assist customers with problem-solving. However, customers’ responses to assistance from service robots are not always consistent. In six studies, we investigated whether and how the experience of social exclusion affects customers’ preference for service robots versus human assistance in addressing service problems. The results showed

In the context of continuing care retirement communities (CCRCs), the synergistic effect of perceived value on older adults’ word-of-mouth intentions remains unclear. This article presents two studies designed to identify and assess the key factors and combinatorial configurations driving older adults’ CCRC recommendations from a perceived value perspective. Study 1 uncovered multiple dimensions (e

The purpose of this study is to examine the impact of consumers' digital purchasing intentions and physical experiences on their intention to revisit restaurants. The study examined the utilization of restaurants' Instagram pages within the framework of the Uses and Gratifications (U&G) theory. The study aimed to measure the impact of the Uses and Gratifications theory on Instagram sales, the influence

This study investigates cross-cultural variations in perceptions of hotel services by analyzing online reviews of 3-, 4-, and 5-star hotels in Warsaw, drawing from a dataset of 11,089 reviews posted on Hotels.com. It adopts a mixed-methods approach, encompassing 32 nations characterized by diverse Hofstede's cultural dimensions. The study identifies key factors influencing guest satisfaction, including

This study employs the attention–interest–search–action–share model and price fairness theory to investigate the configurational factors of consumer price fairness perceptions on online food service platforms. Using lexical analysis and machine learning techniques, 133,378 customer reviews from 244 restaurants listed on the Meituan platform were analyzed. Employing fuzzy-set qualitative comparative

The present research aims to outspread our understanding of how green organizational culture affects green innovative work behaviors via employee green values and green ambidexterity – an underexplored mechanism in hospitality organizations. We leveraged the social information processing theory and the supplies-values fit theory to test the hypothesis from the data obtained from 306 hotel employees

This study examines customer response to human and robot service encounters under different service uncertainty levels. Guided by uncertainty management and service encounter needs theories, we argue that service uncertainty will moderate the effect of service encounters (humans vs. robots) on the perceived utility and rapport of customers. The results of two experiments show that under high service

This paper comprehensively investigates the destructive impact of vicarious abusive supervision on organizationally valued outcomes and examined the moderating role of resilience. We gathered time-lagged data by administering online surveys to frontline hotel employees in Ghana, and 321 usable responses were obtained. Data analysis via PROCESS Macro revealed that vicarious abusive supervision was positively

While the impacts of negative online employee reviews were established, few have studied organizational responses. A text mining of 18,962 Glassdoor reviews and 4386 organizational responses from 115 hotel management companies revealed that responses are analytical, clout, standardized, and in a positive tone, resembling appreciative explanations. Although only 41.7 % of organizations responded to

Based on learning engagement theory, we develop and test a theoretical framework that examines key employee digital learning engagement directly affecting drivers and other indirect drivers of innovative work behavior in hospitality. We adopted the partial least squares structural equation model-small batch training-based neural network approach for the linear and nonlinear analyses. According to the

A noticeable research gap exists in the current landscape, which is where the significance of environmental, social, and governance (ESG) principles is on the rise, in regards to exploring ESG within the hotel sector. A limited number of studies developed ESG hotel attributes and investigated comprehensive marketing considerations, which include ESG activities and the branding of hotels. This study

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

The emergence of digital short-term rental (STR) platforms has significantly transformed the business landscape of the tourism and hospitality industry. This research examines the impact of Airbnb’s competitive prices on traveler behaviors at destinations. Using an experimental approach, the study explores the spending intentions of travelers who choose cost-effective Airbnb accommodations over traditional

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