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An investigation of the asymmetric relationships between service quality attributes and customer engagement: a three-factor theory approach J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2024-03-11 Tahir Albayrak, Özgür Davras, Meltem Caber, Josip Mikulić
The antecedents of customer engagement have been extensively examined in marketing and management literature since it is vital for the firm performance. Researchers have long assumed that relations...
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Role of social media influencers on marketing of sustainable hotels: gratification and the parasocial interaction perspective J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2024-02-21 Jeou-Shyan Horng, Chih-Hsing Liu, Sheng-Fang Chou, Tai-Yi Yu, Da-Chian Hu
Based on the concepts of gratification and parasocial interaction (PSI), we explore the effect of social media influencers on consumer behaviors in the marketing of sustainable hotels on Instagram ...
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The AI empathy effect: a mechanism of emotional contagion J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2024-02-22 Weifang Liu, Shan Zhang, Tingting Zhang, Qiuchan Gu, Wei Han, Yupeng Zhu
While advances in technology have led to the widespread use of artificial intelligence (AI) in frontline services, the AI empathic effect is often overlooked. Based on emotional contagion theory, t...
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Understanding the consequences of robotic interaction quality and outcome quality: A three-phased affordance theory-based approach J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2024-01-27 Huijun Yang, Hanqun Song, Lantian Xia, Andi Yang
Robotic interaction quality and outcome quality in restaurants are crucial in engaging customers and facilitating post-purchase behavior while few papers have examined their impact on psychological...
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High-performance work systems and employees’ outcomes in challenging contexts: the role of hindrance stressors J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2024-01-27 Claudia Benítez-Núñez, Daniel Dorta-Afonso, Petra de Saá-Pérez
This study aims to analyze the role of hindrance stressors in the relationship between high-performance work systems (HPWS) and employees’ outcomes in challenging contexts. Thus, this paper studies...
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Green human resource management in hospitality: nurturing green voice behaviors through passion and mindfulness J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2024-01-09 Lydia Murillo-Ramos, Irene Huertas-Valdivia, Fernando E. García-Muiña
This study uses Partial Least Squares Structural Equation Modeling (PLS-SEM) to explore the nexus between green human resource management (GHRM) practices and employee green voice behaviors in the ...
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Reexamination of consumers’ willingness to stay at green hotels: rethinking the role of social identity theory, value-belief-norm theory, and theory of planned behavior J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-12-12 Lei Wang, Qi Zhang, Philip Pong Weng Wong
A single theory cannot adequately resolve the research gap exists in green hotel literature concerning consumer attitude and behavior in determining whether social identity theory, value-belief-nor...
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The role of technology in users’ wellbeing: Conceptualizing digital wellbeing in hospitality and future research directions J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-12-10 Sebastian Filep, Alice Kondja, Chris Chun Keung Wong, Karin Weber, Brent D. Moyle, Liubov Skavronskaya
Mental health concerns due to excess use of technology, accelerated by the COVID-19 pandemic, require increased research studies that explore the role of technology in users’ wellbeing. This articl...
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When leader’s workaholism meets the dark triad: understanding employee zero-sum mindset and resilience in relation to retention J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-12-10 Dan Jin
Zero-sum mind-set is characterized by the belief that success is limited and achieved at the expense of others. This study investigates the impact of a zero-sum mind-set on employee retention in th...
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Guest interaction with hotel booking website information: scale development and validation of antecedents and consequences J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-11-25 Kareem M. Selem, Muhammad Haroon Shoukat, Rimsha Khalid, Mohsin Raza
Hotel booking websites to collect information about hospitality products/services are becoming more popular in the hotel industry. As a result, the importance of these websites for tourism firms ma...
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Effect of online review comment recency on information processing: interaction between overall and recently posted individual ratings J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-11-18 Seunghun Shin, Zheng Xiang
This study aimed to examine the context-specific effect of online review recency on the processing of a review by tourists. It compared how tourists process the rating of a recently posted review, ...
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Effects of service providers’ self-disclosure on booking platforms on consumers’ trust, hesitation, and booking intentions: moderating role of social media influencers J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-11-17 Naeem Akhtar, Umar Iqbal Siddiqi
This study aims to examine the relationship between service providers’ self-disclosure on hotel booking platforms (i.e. Booking.com and TripAdvisor) and consumers’ trust, hesitation, and booking in...
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From screen to service: how corporate social responsibility messages on social media shape hotel consumer advocacy J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-11-12 Naveed Ahmad, Aqeel Ahmad, Anna Lewandowska, Heesup Han
This research attempts to investigate corporate social responsibility (CSR) and consumers’ advocacy behavior (CAB) association in the hotel services sector of a developing economy. Furthermore, thi...
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What will make Generation Y and Generation Z to continue to use online food delivery services: a uses and gratifications theory perspective J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-11-07 Trieu Nguyen, Dung Minh Nguyen
The rapid growth of online food delivery (OFD) services presents new opportunities and challenges for OFD stakeholders, emphasizing the strategic importance of retaining customers. However, the exi...
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The impact of leaders’ affiliative humor and aggressive humor on the workplace ostracism: a serial mediation model J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-10-31 Mann-Jung Hsiao, Hsiu-Yu Teng, Chien-Yu Chen, Cheng-Hsien Hsieh
This study investigated the impact of leader humor on workplace ostracism, with leader-member exchange (LMX) and supervisor ostracism employed as mediators. Data from 517 full-time hotel employees ...
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Understanding psychological ownership in access-based consumption through a theory synthesis: an investigation of Airbnb and hotels J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-10-08 Jing Li, Hyunsu Kim, Kevin Kam Fung So
Access-based consumption has received close attention from academics and industry practitioners in recent years. However, the nature of this type of consumption and the corresponding concept of psy...
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Corporate social responsibility and employer brand personality appeal: approaches for human resources challenges in the hospitality sector J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-09-28 Mohammad Azimi, Faraz Sadeghvaziri, Zahed Ghaderi, Collin Michael Hall
Employer branding in organizational human resources management is essential. Nevertheless, certain gaps persist within the realm of scientific research in this field, particularly in the exploratio...
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How does artificial intelligence (AI) enhance hospitality employee innovation? The roles of exploration, AI trust, and proactive personality J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-09-26 Haiyan Kong, Zihan Yin, Kaye Chon, Yue Yuan, Jinhan Yu
This study examines how employees’ perceived AI-supported autonomy influences their innovative performance in hospitality. Drawing on self-determination theory, we proposed and examined a moderated...
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Investigating a sequential mediation effect between unethical leadership and unethical pro-family behavior: testing moral awareness as a moderator J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-09-24 Saeid Nosrati, Niusha Talebzadeh, Ali Ozturen, Levent Altinay
This study aims to investigate the effect of unethical leadership on unethical pro-family behavior through the sequential mediating effect of emotional exhaustion and unethical pro-organizational b...
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Effects of contemporary technologies, such as blockchain and artificial intelligence (AI) in enhancing consumers’ trustworthiness of online reviews J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-09-24 Rajesh Rajaguru
The research note discusses the potential effects of contemporary technologies, such as blockchain and artificial intelligence (AI), in enhancing consumers’ trustworthiness of online reviews in the...
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Hi Alexa, do hotel guests have privacy concerns with you?: A cross-cultural study J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-08-31 Jungsun (Sunny) Kim, Mehmet Erdem, Boran Kim
The purpose of this study is to examine the relationships among customer trust toward voice Artificial Intelligence (AI) in guestrooms, information privacy concerns associated with this technology,...
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Facing the era of smartness – delivering excellent smart hospitality experiences through cloud computing J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-08-28 Hsuan Hsu
This study aims to explore the role of cloud computing in the creation of smart hospitality experiences and bridge the existing gap in knowledge. The research adopts a mixed research approach, comb...
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Good or excellent? Factors determining online hotel ratings. A spatial approach J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-08-19 Andrea Valenzuela-Ortiz, José-Alberto Castañeda, Jorge Chica-Olmo
In a competitive environment, where hotel demand is lower than market supply, it is of interest to determine what factors explain how excellence differentiates certain hotels from others. Using spa...
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Navigating the online reputation maze: impact of review availability and heuristic cues on restaurant influencer marketing effectiveness J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-08-18 Nadia Hanin Nazlan, Huiying Zhang, Jie Sun, Wen Chang
Restaurants can engage and attract social media users by showcasing their food or services through influencer marketing campaigns. However, the influencers and restaurant companies need to understa...
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Service robot’s responses in service recovery and service evaluation: the moderating role of robots’ social perception J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-08-17 Minghui Shan, Zhenzhong Zhu, Haipeng (Allan) Chen, Sijie Sun
Service robots are used in all aspects of the service industry and improve business efficiency dramatically. However, service robot failures are also prevalent. This paper explores the interaction ...
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Who’s asking? Social platform and research sponsors’ identity biases in guests’ hospitality experience-reviews: a case study of Spanish hotels J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-08-14 Arch G Woodside, Pedro Mir-Bernal, Teresa Sabada Garraza, Patricia San Miguel
The study here assesses the systematic variability of service performance assessments in customer reviews placed in alternative online social media platforms in the travel industry as well as respo...
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Effects of customer relationship management on service innovation: moderating role of managers’ risk-taking behavior and interaction frequency J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-08-09 Praneet Randhawa
This study leverages a nested dataset (customers within service firms) to study the link between relationship investment and perceived innovativeness, and its impact on customer outcomes by using a...
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Sensory Experience at Farm-to-Table Events (SEFTE): conceptualization and scale development J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-07-30 Tonny Menglun Kuo, Chyong-Ru Liu, Yao-Chin Wang, Hsuan Chen
Based on sensory marketing, this study developed a scale for sensory experience at farm-to-table events (SEFTE). In Study 1, we extracted 254 statements from in-depth interviews and narrowed down t...
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Effects of internal strategic resources and capabilities on service innovation J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-07-30 Thac Dang-Van, Jianming Wang, Le Van Huy, Ninh Nguyen
This study aims to enrich the extant literature by investigating the predictive ability of IT capability on service innovation in the luxury hotel sector, with the mediating roles of organizational...
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Social media content strategy in hospitality: the impact of experiential posts and response congruence on engagement, hotel image, and booking intention J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-07-27 Mónica Veloso, Marco Ieva, Mónica Gómez-Suárez
This study aims to address the role of content type in social media posts and the influence of management response congruence on improving user engagement, booking intention and hotel brand image. ...
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Hotel services in the digital age: Heterogeneity in guests’ contactless technology acceptance J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-07-24 Richard T. R. Qiu, Jinah Park, Fei Hao, Kaye Chon
Although contactless technologies provide smarter and safer experiences to hotel guests, their acceptance is not universal. This study, which considers six types of contactless technology used in h...
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Is the information on green hotel websites aligned with the drivers affecting customers’ intention to visit green hotels? A mixed-methods approach J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-07-20 Arghya Ray, Itisha Sachdeva, Nripendra P. Rana, Robin Nunkoo, Long She
Understanding enablers and barriers influencing customers’ intention to use green hotels can help managers formulate better online green marketing strategies. However, existing studies fail to capt...
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Past, present, and future of anthropomorphism in hospitality & tourism: conceptualization and systematic review J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-07-14 Rehan Husain, Vir Ved Ratna, Anupam Saxena
The employment of anthropomorphism in promotion has witnessed a notable surge in recent times, surpassing prevous levels in the hospitality and tourism sectors. This research examines the developme...
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How has the knowledge of employee goal orientation evolved in hospitality research over the last two decades? Insights for researchers and practitioners J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-07-14 Wen Yang, Ada Lo
This study analyzes the development of hotel goal orientation literature by examining 42 articles published between 2003 and 2023. Through content analysis and co-citation analysis using VOSviewer,...
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Green entrepreneurship orientation, green innovation and hotel performance: the moderating role of managerial environmental concern J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-28 Ayatollah Momayez, Nasrin Rasouli, Mohammad Alimohammadirokni, S. Mostafa Rasoolimanesh
This study investigates whether hotels’ environmental and organizational performance is improved through green entrepreneurship, innovation, and managerial environmental concern. Through an online ...
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A profile deviation approach to enhancing relationship marketing outcomes J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-23 Senika Dewnarain, Felix Mavondo, Haywantee Ramkissoon, Ahmed Shaalan
The study examines seven key dimensions of online customer engagement behaviour and uses these to build ideal and baseline profiles. This ensures verbal and statistical correspondence. This approac...
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Understanding customer attitudes and behaviors towards drone food delivery services: An investigation of customer motivations and challenges J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-22 Khuram Shahzad, Qingyu Zhang, Muhammad Ashfaq
ABSTRACT Drones in food delivery (DFD) have been getting significant attention in recent years owing to their ability to deliver food quickly without being affected by traffic, enhancing business practices. Therefore, this study attempts to understand consumer desires and intentions to adopt DFD in the shed of behavioral reasoning theory. The proposed framework was examined using data from 394 DFD
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Connecting transformational leadership and emotional energy to job performance: the boundary role of meaningful work J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-21 Md Karim Rabiul, Saleh Uddin Mansur Ahmed, Harun or Rashid
ABSTRACT Employing conservation of resources (CoR) theory, we tested the mediating effect of employees’ emotional energy in the connection between transformational leadership style (TFL) and subordinates’ job performance. Additionally, drawing on self-concept theory, the moderating effect of meaningful work in the association between emotional energy and job performance was tested. Data collection
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The dual effect of anthropomorphism on customers’ decisions to use artificial intelligence devices in hotel services J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-13 Abdallah Alsaad
This study investigated the impact of anthropomorphism on customers’ decisions to use artificial intelligence (AI) devices in hotels, along with other traditional predictors. The study’s model cons...
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Effects of hotels’ corporate social responsibility (CSR) initiatives on green consumer behavior: Investigating the roles of consumer engagement, positive emotions, and altruistic values J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-13 Ali Raza, Muhammad Farrukh, Guofeng Wang, Muhammad Khalid Iqbal, Muhammad Farhan
ABSTRACT Recently the hotel industry has been facing immense pressure from several stakeholders, including the government, society, and consumers, to reduce the adverse impact of their activities on the environment. To respond to this pressure, hotels have started implementing various strategies to mitigate their detrimental environmental impact, and one of the strategies is to boost consumers’ green
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Beyond Reality: Examining the Opportunities and Challenges of Cross-Border Integration between Metaverse and Hospitality Industries J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-06 Zhisheng Chen
The study explores the opportunities and challenges that the cross-border integration of “Metaverse + hotel” brings to visitors and the hospitality industry. The study analyses the engagement diffe...
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What affects the use of green technology in hotels? Assessing hotel management viewpoint using natural language processing based qualitative study J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-06-06 Ananya Ray, Arghya Ray, Pradip Kumar Bala, Nripendra P. Rana
ABSTRACT Hotels across the globe are trying to adopt green technologies for reducing the negative impact of the hospitality segment on the environment. However, the implementation of green technologies in hotels can be affected by the perspectives of managers. There is a need to assess the views of managers regarding the enablers, barriers and skill-sets that affect the adoption of green technologies
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Impact of perceived corporate social responsibility on peer-to-peer accommodation consumers’ repurchase intention and switching intention J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-05-27 Songshan (Sam) Huang, Xuequn Wang, Hua Qu
ABSTRACT The development of peer-to-peer (P2P) accommodation market has seen multiple platforms providing booking services to consumers. As such consumers’ switching intention is equally important as repurchase intention to platform operators. This study applies cue utilization theory to study the effects of perceived corporate social responsibility (CSR) on P2P accommodation consumers’ repurchase
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Demystifying meal-sharing experiences through a combination of PLS-SEM and fsQCA J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-05-20 Ibrahim Cifci, Onur Cüneyt Kahraman, Sunil Tiwari, S. Mostafa Rasoolimanesh
ABSTRACT This research aims to demystify the links between meal-sharing experience, overall satisfaction, and behavioral intentions (e.g., re-purchase and word-of-mouth) based on social practice theory and planned behavior theory. It utilized a questionnaire to test the relationships through the purposeful sampling of 217 Indian domestic travelers. The current study applied both the symmetric method
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Conceptualizing ethical leadership in Eastern cultural context and examining its impact on hotel employees’ voice behavior J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-05-20 Biyan Wen, Christina G. Chi
This study aimed to conceptualize ethical leadership (EL) in a hospitality context, grounded in Eastern philosophical foundation. Four studies consisting of both qualitative and quantitative were c...
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ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-05-12 Dogan Gursoy, Yu Li, Hakjun Song
ABSTRACT Since its launch, ChatGPT, an artificial intelligence chatbot developed by Open AI based on the premises of generative pre-trained transformer autoregressive language models, has gained widespread popularity and is making significant impact on society with its unique features, such as natural language processing and contextual awareness. ChatGPT is viewed as a major disruptive innovation that
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Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-04-18 Kareem M. Selem, Marianna Sigala, Muhammad Haroon Shoukat, Ali Elsayed Shehata, Ibrahim M. Mkheimer
ABSTRACT Although research evidence shows the link between physical evidence and guest retention, we have limited knowledge about why and how this relationship works and is activated. To untangle this association, this paper examines how physical evidence influences three psychological factors (i.e. guest delight, emotional well-being, and overall image), as well as mediating the relationship between
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Acceptance of service robots: a meta-analysis in the hospitality and tourism industry J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-04-18 Wagner Ladeira, Marcelo Gattermann Perin, Fernando Santini
ABSTRACT Robot services have become an essential competitive differentiator in the hospitality and tourism industry. Seminal studies indicate the need for more profound knowledge about the factors that can increase the acceptance of service robots. This paper investigates the relationship between informational cues and acceptance of service robots through a meta-analysis. Our study also analyzes the
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Exploring mental health from the perspective of DNA methylation: evidence from the hospitality employees J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-04-08 Wei Xiong, Meijiao Huang, Bendegul Okumus, Fang Fan
ABSTRACT Awareness of work-related stress or mental health has been increasing in global tourism, but there has often been a dilemma to deal with it properly. In this paper, we adopted the allostatic load model and differential susceptibility model to conduct an interdisciplinary study. Study 1 collected longitudinal data and adopted a latent class growth analysis to identify two major growth trajectories
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Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-30 Minjung Kim, Yejin Kim, Gyumin Lee
ABSTRACT Despite the increase in the utilization of self-service technology (SST), which has become a significant trend in the service sectors, including food service, the factors affecting consumers’ acceptance of and resistance to SST must still be identified. Thus, this study investigated the reactions of SST users to situational factors, namely control, convenience, time pressure, and order complexity
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Influence of customer personality on perceived attractiveness and similarity in a food service context J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-29 EunPyo Hong, Jiseon Ahn
ABSTRACT Utilizing a customer style inventory, in this research we find that customer personality is associated with customer behavior in a food service context. We collected responses from 125 independent and 99 franchise coffee houses recruited using an online survey platform. Based on partial least-structured structural equation models, our findings demonstrate that brand and recreation consciousness
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Diversity, equity and inclusion in hospitality: Value centered leadership as a conduit for change J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-29 Dogan Gursoy, Thomas Maier
ABSTRACT Increased globalization of the hospitality industry brings with it a multitude of challenges. Chief among them is the expanding diversity of both the hospitality labor pool and the traveling public. Diversity not only affects internal workplace culture, but it also has a direct correlation to customer experience and satisfaction. As our society grapples with more diverse cultures and changing
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Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-28 Xin Wang, Ivan Ka Wai Lai, Yan Lu, Xinyu Liu
ABSTRACT Short videos have gradually become a new channel for resorts to promote their brands on social media. This study aims to determine the effect of content structure types and background music tempos of short videos on potential tourists’ mental simulation and resort brand attitude via two studies. Study 1 used a between-group one-way (short video content structure type: narrative vs. non-narrative)
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Do green practices and green image promote consumers’ participation in social network sites (SNS)? J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-24 Byung-Kwan Cho, Jeong-Yeol Park, Yong-Ki Lee
ABSTRACT This study attempts to understand how green practices and green brand image affect trust, affective commitment, and active participation in social network sites (SNS). Using social exchange theory, social identity theory, and halo effect, the study proposes that green practices and green image will influence relational variables (trust and affective commitment) and active participation in
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Consequences of paradoxical leadership in the hotel setting: moderating role of work environment J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-23 Ali Elsayed Shehata, Mukaram Ali Khan, Rimsha Khalid, Mohsin Raza, Kareem M. Selem
ABSTRACT In today’s digital era, the paradoxical leadership (PXL) style is in vogue due to its ability to drive employee behavior within an organization. Drawing on the leader-member exchange and social exchange theories, this study investigates the link between PXL with work engagement (ENG) and employee voice behavior (EVB) by means of perceived organizational support (POS). The current study also
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Key dimensions of memorable gastronomic experience: application of Q-methodology J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-11 Dora Rašan, Marina Laškarin Ažić
ABSTRACT Gastronomy is considered a vital resource and is a key component of a memorable tourism experience. Some studies have explored memorable gastronomic experience (MGE) but have been unable to provide a comprehensive overview of the topic. The purpose of this research is to advance knowledge in relation to MGE. The Q-methodology of research synthesis (QMRS) was applied to identify MGE dimensions
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Antecedents of proactive customer service performance in hospitality: a meta-analysis J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-03-05 Zhen Yan, Zuraina Dato Mansor, Wei Chong Choo
ABSTRACT As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes
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A social exchange perspective on boosting customer loyalty through culturally competent servers J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-02-28 Aaron Hsiao, Emily (Jintao) Ma, Anita Manfreda, Mandi Baker, Jingjing Xu
ABSTRACT Limited research has examined how employees’ cultural competency may influence customers experience and behaviors. Building on social exchange theory, this study proposed and tested a model focusing on how guest gratitude mediated the relationships between three dimensions of servers’ cultural competency, cultural awareness, cultural knowledge, and cultural skills, on customers’ future behavioral
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Emerging dimensions of blockchain application in tourism and hospitality sector: a systematic literature review J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-02-27 Preeti Jain, Rajesh Kr. Singh, Ruchi Mishra, Nripendra P. Rana
ABSTRACT Owing to its unparalleled transparency and disintermediation characteristics, blockchain technology has a huge potential to transform the tourism and hospitality industry. Airlines and hotel companies are now turning to blockchain for its multifaceted applications, yet its holistic value realization in the sector is far from reality. The existing literature in terms of theoretical and methodological
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Understanding hospitality service aesthetics through the lens of aesthetic theory J. Hosp. Market. Manag. (IF 12.5) Pub Date : 2023-02-23 Ipkin Anthony Wong, Yim King Penny Wan, Danni Sun
ABSTRACT The pursuit of beauty has been a part of our daily lives, as the hospitality industry recognizes by offering aesthetically pleasing artifacts through a constellation of service attributes. This research takes a qualitative approach to explore hospitality service elements that are aesthetically appealing to customers. It draws on Adorno’s aesthetic theory to better understand service aesthetics