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

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

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

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

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

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

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

ABSTRACT Management of online reviews holds strategic significance for brands, especially in the hospitality sector, as more and more prospective consumers read reviews for brand evaluation and brand engagement. Contrary to most studies that examine the effects of webcare among reviewers, this study examines the effects of webcare on consumer brand engagement among review readers. Further, rather than

ABSTRACT In recent years, there has been an increasing number of hotel management studies. However, until now, there has been no integrated perspective or precise guidance for hotel branding and marketing strategies. The current study used an integrated study of 996 participants (e.g., Study 1: 597 employees and Study 2: 399 customers) to extend customer‐based brand equity (CBBE) theory. The results

ABSTRACT Fully online tourist experiences remain a largely unexplored area of inquiry, as a valuable and meaningful traveling modality per se, beyond any connection with conventional tourism. This explorative study aims to advance knowledge on the role of human and technology dimensions in shaping the online tourist experience during the pandemic. A sample of 9,300 Airbnb Online Experience reviews

ABSTRACT The present study explores the relationships between entrepreneurship motives, attitude, and behavioral intention of Indian residents toward the meal-sharing economy. The study implements a self-administered questionnaire to collect quantitative data. Partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) were binarily performed

ABSTRACT Acknowledging the importance of institutional pluralism and food service firms’ dynamic capacity theory, this research examines customer service perception that could apply to develop or refine the possibility of different business logic in creating varied customer service outcomes. Using mixed methods, Study 1 uses the quantitative critical incident technique to measure how the business ability

ABSTRACT Video bloggers, also known as vloggers, continuously create and share authentic videos on popular platforms like YouTube. Travel influencer vloggers (called vloggers in this study) influence their audience by sharing their trip experiences and giving reviews about destinations and travel brands. This study employs aconstructivist grounded theory approach of 35 YouTube vlogs from 21 vloggers

ABSTRACT Research findings have shown that consumers’ cultural backgrounds affect their evaluations on products or services. We argue that the ethnic affinity between consumers and service providers can affect their evaluations and online engagement after consumption. Using the information of 359,885 consumer reviews and their profile images collected from restaurants in New York City listed on Yelp

ABSTRACT Value co-creation (VCC) appears as one of the key trends in marketing and management to reactivate the connection with customers. The main objective of this study is to analyze the chain of direct effects: VCC -> Brand Equity (BE) -> Customer Satisfaction (SAT). Furthermore, this research attempts to assess whether, in this chain of effects, there may be an interaction between both antecedent

ABSTRACT The extensive implementation of smart technology, artificial intelligence, automation, robotics, and algorithms (STAARA) in hospitality services has accelerated the need to understand their potential influence on hotel employees’ career perceptions. This study conducted two scenario-based experiments based on disruptive innovation theory and the Stimulus-Organism-Response (SOR) model to examine

ABSTRACT The study highlights how dysfunctional customer behavior affects the hotel’s guest-contact employee turnover intention by performing the role of wisdom leadership and job embeddedness. The model was tested using data collected from 325 guest-contact employees in Omani 4 and 5-star hotels. The results suggest that dysfunctional customer behavior increases the likelihood of employee turnover

ABSTRACT The analysis and comprehension of world events, nowadays, is best understood by dividing them as pre and the post pandemic era. Most of the principles and paradigms that governed the world before 2020 have changed and the academic community is in ferment, attempting to make sense of the new world we are living in. Two of the recent changes that have affected organizations in general and the

ABSTRACT Based on the secondhand data of the hotel industry, this paper conducts an empirical test in order to study the relationship between within-group multimarket contact (WGMMC), service diversity and consumer rating. Besides, this paper also analyzes the moderating role of market reciprocity and travel experience. The empirical results show that WGMMC has a significant negative impact on hotels’

ABSTRACT This research focuses on Lesbian, Gay, and Bi-sexual (LGB) customers’ perceptions of hospitality service encounters in regard to sexual orientation identity. A survey is developed and 177 participants are recruited from a large LGBT event in the Unites States. The MANCOVA results show that LGB customers who are more open about their sexual orientation indicate a higher importance in being

ABSTRACT As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the

ABSTRACT Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management response types along with two overarching types of service failure concerning three outcomes. Some of the significant results are that it is not important whether the restaurant offers compensation or apology; as long

ABSTRACT Hospitality studies on corporate social responsibility (CSR) have largely examined its role in stimulating positive behaviors but overlooked its role in preventing negative behaviors among employees. Drawing from social identity theory, the present study addresses this gap by investigating four CSR dimensions’ impact on employee opportunistic behavior. The joint use of covariance-based structural

ABSTRACT In response to the increased interest in artificial intelligence (AI) and service robotics within tourism and hospitality (T&H) research, the current study examined 123 articles thematically to determine how AI is defined and which themes are most associated with the phenomena. Several journal articles on AI were extracted and analyzed using bibliometrics (citation and co-citation) and content

ABSTRACT Due to rising competition and resource constraints, hoteliers need to understand which consumer complaints are more important and severe to prioritize, an issue receiving less attention in existing online review-based complaint studies. This study introduced sentiment analysis to assess the extent of complaints; the complaint topic importance was also considered; by modeling these two indicators

ABSTRACT Service robots provide operational benefits to restaurants, but the mechanism through which novel robotic services optimize customer experience given appropriate robots’ dependence on human employees remains unclear. To fill this gap, this study adopts the transmission model of customer inspiration and identifies customer value cocreation processes in robotic services. Combined evidence from

ABSTRACT Guests heavily rely on photos to evaluate accommodation properties, due to hospitality’s intangible and experiential nature. However, little is known for how to effectively present photos for increasing a guest’s booking intention. Drawing from cue consistency theory, this study examines the effects of photo presentation (i.e., the number of photos, organization of photos, and congruency of

ABSTRACT Based on cognitive appraisal theory, a theoretical model of the antecedents and consequences of perceived food authenticity is proposed. Specifically, relationships between food-related neophobia and neophilia, emotions, perceived food authenticity, and existential authenticity are evaluated in determining authenticity perceptions. We theorize perceived food authenticity as a four-dimensional

ABSTRACT Although previous studies concerning the hospitality industry have explored service sabotage in depth, no systematic, comprehensive analysis has been conducted to investigate this topic. This meta-analysis systematically examined the conclusions of previous studies and explored the moderating factors operative in the relationships between service sabotage and its antecedents. Based on an analysis

ABSTRACT Drawing from service-dominant logic and conservation of resources theory, the aim of this study was to examine the integration of relational energy as a complementary operant resource. US respondents (n = 720) participated in a scenario-based online survey depicting value co-creation at a destination resort as customers (N = 360) and front-line employees (N = 360). PROCESS Model and MANOVA

ABSTRACT With advances in technology, hospitality sustainability operations and management has paid growing attention on social media use and Word-Of-Mouth (WOM), which have become serious issues for that industry. To address theoretical and managerial considerations of social media communication and demonstrate how it influences customers’ sustainability behavior, this study used 590 customers who

ABSTRACT Numerous socio-demographic and psychographic factors affect food waste behavior of consumers at home and away. Although the effect of religiosity has been recognized, it remains only marginally investigated, especially in the context of food consumption outside the home. Previous quantitative studies have only established positive correlation between religiosity and food waste reduction intentions

ABSTRACT Escalating environmental concerns have increased consumer interest in green consumption, and many hotels have embarked on a green transformation to accommodate this growing public sentiment. However, many consumers remain skeptical about green hotels. This research aims to shed light on consumer adoption of green hotels using value theory and diffusion of innovation theory. A structural equation

ABSTRACT Scholars have speculated that the metaverse will alter the way in which the hospitality and tourism industry operates. Efforts to understand this new phenomenon in both academia and industry are at a crossroads. In this opinion piece, we first attempt to explain the concept of the metaverse in general and in the context of the hospitality and tourism industry. Next, we propose a conceptual

ABSTRACT While recent research on sustainability communication demonstrates the relevance of message framing, research on the effects of message framing on consumers’ emotions is scant. Using the Stimulus-Organism-Response (S-O-R) framework, this paper examines the impact of environmental advertisements (stimuli) on two discrete emotions – hope and guilt – (organism) and how these emotions influence

ABSTRACT Supervisor ostracism prevails in highly stressful workplace such as hospitality settings. However, the consequences of supervisor ostracism seem disparate. Some frontline employees (FLEs) experience psychological distress and choose to leave their jobs, while others tend to engage in positive behaviors to reshape their social environments. This study provides novel insights into the consequences

ABSTRACT In view of the prevalence of artificial intelligence (AI) – powered applications in service organizations, this paper draws on service profit chain theory and proposes these applications as a service product for employees (referred to as internal customers) and customers. The outcome of which is to examine the influence of AI service quality on internal and external customer loyalty. Customer

ABSTRACT This research note explored the less-understood relationships between customer delights and revisit intention. We draw on extant literature to develop and propose a new conceptual framework underpinned by cognitive appraisal theory, theory of planned behavior, and attachment theory. This conceptual note proposed relationships between customer engagement (CE), customer experience (CX), place

ABSTRACT Despite the pervasiveness of service robots in hospitality industry, it is unclear how highly human-like service robots elicit aversive effect on consumers’ use intention in addition to discomfort and when the aversive effect can be mitigated. Three experimental studies were conducted, showing that highly human-like service robots elicit greater consumer discomfort and decrease task attraction

ABSTRACT Despite increased research attention on guests’ motivators to use peer-to-peer (P2P) accommodation, such as Airbnb, it remains unclear which motivators have the strongest effect on repurchase intention; and how the COVID-19 pandemic changes the effects of motivators. By conducting two U.S.-based studies before and during the COVID-19 pandemic, this study tested and compared the indirect and

ABSTRACT This study combined service quality (SQ), corporate social responsibility (CSR), satisfaction, and trust as antecedents of corporate reputation (CR) to examine how these constructs concurrently influence a hotel’s corporate reputation and subsequently customer loyalty and citizenship behavior using data collected in May 2021 on 222 US leisure travelers who stayed at mid- to upscale hotels

ABSTRACT This study examines the negative consequences of perceived isolation and its influence on intentions to travel and visit hospitality businesses. Drawing on compensatory control theory, we explore the multi-faceted effects of perceived isolation (e.g., functional, emotional, and social loss) on subsequent within-domain (e.g., functional loss – functional compensation) and cross-domain (e.g

ABSTRACT Food delivery applications (FDAs) represent a category of mobile applications that are used by consumers to order food online. The popularity of these FDAs has been growing exponentially recently, yet not much research has been carried out the topic. This study investigates consumers’ acceptance of FDAs using the theory of consumption values as its theoretical basis. The model explores the

ABSTRACT This research aims to investigate whether green hotels’ environmental performance might improve through staff environmental commitment and green process innovations. Data were obtained from a survey questionnaire conducted with employees of 409 green hotels operating in Turkey. The PLS-SEM technique was adopted using Smart-PLS software to examine the proposed hypotheses. The results verified

ABSTRACT The COVID-19 pandemic has had detrimental impacts on hospitality businesses. Drawing on protection motivation theory (PMT), this study investigated what determined customer hesitation to patronize restaurants and hotels and whether such hesitation underwent changes in the duration of the pandemic. The research model was tested using three sets of survey data collected in December 2020 (n = 826)

ABSTRACT Since the economic recovery heavily depends on the population attaining herd immunity against the virus through the vaccination programme, understanding the factors that improve people’s intentions to get vaccinated against COVID-19 is critically important for the hospitality and tourism industry. This research investigates whether travel desire can moderate the relationship between attitude

ABSTRACT Considering the importance of customer trust in the m-commerce domain, this study aims to examine the role of technology acceptance model (TAM) factors, mobile service quality (M-SERQUAL) factors, and personalization and privacy in promoting customers’ trust and in turn their loyalty towards mobile food delivery apps (MFDAs). Four hundred ninety-four valid responses were collected from the

ABSTRACT Informed by the social exchange, environmental identity, and value-belief-norm theories, this study is the first to examine the mediating and interaction mechanisms of green human resource management (HRM) practices, connectedness to nature, and conscientiousness on employees’ pro-environmental performance (P-EP) in the context of hospitality in Kazakhstan (Almaty), Central Asia. The data

ABSTRACT “Boreout” is a psychological state of intense boredom and apathy. It occurs when a task lacks mental stimuli (i.e., menial tasks). Burnout is a state of emotional, physical, and mental exhaustion caused by prolonged and excessive stress. Boreout and burnout are inversely related concepts with similar antecedents and consequences. Tourism and hospitality scholars and practitioners are desperate

ABSTRACT By integrating job demand-resources and social learning theories, the mediation effects of work engagement between servant leadership and service-oriented behavior; and moderating effects of self-efficacy and high-performance work systems (HPWS) on the connection between servant leadership and work engagement were examined. Partial least squares was applied to analyze survey data of 381 customer-contact

ABSTRACT This research investigates the effects of different green (environmental) message types on hotel customers’ green brand image perceptions and behavioral intentions. A 2 (green message abstractness: abstract vs. concrete) x 2 (green message framing: gain vs. loss) between-subject factorial experimental design was utilized for testing the main and interaction effects of message types on green

ABSTRACT Although a substantial number of studies on customer uncivil behaviors (CUBs) have been conducted, there has not been a systematic review or a comprehensive analysis of this topic in the hospitality context. This meta-analysis integrated prior studies and examined various moderators between CUB and employee outcomes. The results, based on 45 independent studies and 12,236 employees, indicated

ABSTRACT Employees’ emotional intelligence (EI) has been studied for over a decade in the hospitality field. While the existing literature has advanced our knowledge of this construct, mixed and inconsistent findings regarding the influence of EI on hospitality employees’ work outcomes can be found in individual studies. To address such issues, we conducted a comprehensive literature review of the

ABSTRACT Hospitality management research on the linkage between leadership commitment to service quality and employees’ brand citizenship behavior (BCB), especially that examining the moderation effect of cultural orientation, is still limited. Anchored in role modeling and social exchange theory, this paper investigates a model explaining the impact of leadership commitment to service quality on hotel

ABSTRACT The pandemic has brought about several operational changes in the hospitality industry. While the employees strive to sustain through these unprecedented times, their well-being has become a significant area of concern as pandemic has intensified the issue of burnout at workplaces. This paper aims to review the burnout studies from the existing hospitality literature. For this purpose, systematic

ABSTRACT Mass customization in fast casual restaurants has been a growing trend to meet customers’ increasingly tailored demands. To receive customization services, however, customers are required to make several choices with limited time. Therefore, this study examines the effects of a perceived number of choices and time pressure on choice overload and the subsequent effects of choice overload on

ABSTRACT The purpose of this study is to investigate the impacts of assertiveness, aggressiveness, and perceived risks on consumer complaining behavior (CCB) in the tourism and hospitality sector. This research utilized a quantitative methodology through the implementation of a two-stage study based on surveys. Study 1 examined the impacts of assertiveness, aggressiveness, and perceived risks on CCB

ABSTRACT This paper assesses the causal relationship between corporate social responsibility (CSR) activities and corporate financial performance using a sample of 43 hotels for the period 2007–2018. The research employs a dynamic panel vector autoregressive model (PVAR) which brings more analytical insights in the CSR- Financial Performance modeling. The results show that CSR has a positive and significant

ABSTRACT This study investigates the effect of hotel website quality, social presence, affective commitment, and e-trust on travelers’ online hotel booking intentions. Smart-PLS software was applied to test the hypotheses. The results of this study explain how hotel website quality, social presence, affective commitment, and e-trust have a significant relationship with online hotel booking intentions

ABSTRACT Based on the open innovation theory, this study proposes a conceptual model of external search and organizational support as determinants of employee innovation in the hotel industry. We used structural equation modeling on quantitative survey data of 291 hotel employees to test the research hypotheses. The results indicate that external search and organizational support positively affect