This study proposed and tested a theoretical framework that investigated the impacts of perceived benefits (i.e., perceived convenience and potential for savings) and perceived risks (i.e., physical risk, psychological risk, and performance risk) on patients’ perceived value of staying at medical hotels. In addition, the current study examined the influence of perceived value on patients’ intention

The main objective of this research note is to turn healthcare organizations’ and scholars’ attention to the challenges experienced by patients as they interact with various artificial intelligence (AI)-based applications, particularly interactive voice response (IVR) systems, in the healthcare industry. While the existing literature reveals a substantial scholarly interest in the adoption and utility

Given the hospitality and tourism industry’s vulnerability to service failure, extensive research has been conducted to examine the impacts of service failures and effective recovery initiatives. This study provides an integrative review of the evolution of the service failure and recovery (SFR) literature based on 263 articles published across 28 hospitality and tourism journals from 2001 to 2021

Using over 68 million guest checks from 43 brand-name restaurants across 1202 locations, this study provides a comprehensive investigation into the drivers of tipping behavior. We document that tipping rates are positively related to sales tax rates and elapsed dining time and are inversely related to discount rates and the relative busyness of the restaurant. This evidence implies that consumers tend

This study analyzes how customers' online review sentiments (positive, negative, and neutral valence) and lodging experience vary across luxury, mid-tier, and low-tier hotels using the Theory of Lodging (ToL). This study investigated how customers rated the hotel's performance based on their subjective vs. objective evaluation of the lodging experience. The Sensitivity analysis and NLP method are used

Despite the abundance of studies on leadership in the hospitality and tourism literature, employees’ perceptions of dark leadership and its potential outcomes have been subjected to limited empirical inquiries. With this realization, our paper proposes a conceptual model where workplace ostracism and absenteeism mediate the impact of Machiavellian leadership on turnover intentions in a sequential manner

This study investigates the impact of the COVID-19 pandemic on consumer booking behavior in the peer-to-peer accommodation sector. This study used a dataset composed of 2,041,966 raws containing 69,727 properties located in all 21 Italian regions in the pre- and post-COVID-191. Results show that in the pre-COVID-19 period, consumers preferred P2P accommodations with price premiums and located in rural

Existing research in hospitality literature has studied hospitality vis-à-vis the host-guest spectrum, focusing on either the practice of hospitality in different service encounters or hospitality outcomes such as customer expectations and satisfaction. While existing studies are predicated on the assumption that satisfactory experience is achieved through the enactment of ‘hospitality’, what it means

The COVID-19 pandemic has severely affected the hospitality industry. Many have treated the crisis as a temporary shock. However, there are those who see it as a turning point. Treating the hospitality industry as a complex adaptive system, this research uses the organizational resilience framework to investigate how hospitality organizations responded to the crisis. A mixed methods approach was employed

The power of pet influencers has been increasingly recognized by hospitality and tourism practitioners as more people choose to travel with their pets these days. Pet influencers are social media influencers whose primary focus is on pets. An effective social media post by pet influencers can largely affect pet owners’ purchasing decisions on hotels, restaurants, and tourism destinations. The present

Although extant literature on online reviews in the hospitality industry has adequately covered the area of helpfulness, trustworthiness, and quality of online reviews, the trustworthiness of the reviewer has remained largely ignored. In particular, the antecedents of the reviewer’s trustworthiness and its influence on business outcomes have not been researched in detail. Using social credibility theory

The study uses content analysis to identify the sustainable attributes in 678 accommodation reviews from Finnish and Russian tourists published on the Tripadvisor website and examines the sustainability perceptions of these tourist groups. The servicescape framework was applied to the structuring of the attributes indicating sustainability in accommodation services. The sustainable attributes highlighted

Healthcare institutions regularly evaluate consumers’ service experience as a measure of quality. This study considers patients’ well-being as an antecedent of service evaluations. In this cross-sectional study, 336 participants rated their satisfaction with life (SWL) and perceptions about the health institution regarding results, procedures, and interactions with personnel. Three independent regression

Host-guest interactions represent special, local experiences that differentiate peer-to-peer (P2P) accommodation from those that conventional hotels offer. However, the features and effects of host-guest interactions in P2P accommodation are seldom investigated systematically. This study develops a measurement scale of host-guest interactions and identifies how and when such interactions influence

The purpose of the study is to determine whether vaccination rates and the use of franchising have an impact on the volatility of stock returns in the restaurant industry. Based on the agency and resource scarcity theories, this study first examines the effect of vaccinations against COVID-19 on a restaurant firm’s stock return volatilities caused by uncertainty during a crisis. The study further investigates

The potential privacy issues associated with artificial intelligence (AI) in service delivery require careful attention but remain understudied. Through the lens of the watching-eye effect, this research examines the impact of AI on customers’ uneasiness through the mediation of privacy concerns. Study 1 confirms the watching “camera eye” effect of AI devices. Moreover, it identifies the service setting

The role of hospitableness in hedonic service settings has been subject to considerable theoretical and empirical investigation; however, its role in utilitarian service settings (e.g., hospitals) has received notably scant attention. Drawing on the stimulus-organism-response (S-O-R) model, this study proposes and tests a conceptual model linking hospitableness, patient experience, positive emotions

This study investigates the impact of the asset-light and fee-oriented (ALFO) strategy on the auditors’ assessment of financial reporting complexity. To do so, we adopt an integrated mixed method design. First, from semi-structured interviews with audit experts active in the hospitality industry, we identify the proposition that the ALFO strategy induces incremental financial reporting complexity leading

The sustainability potential of peer-to-peer (P2P) accommodation sharing will not be fully achieved until sustainability is fully understood as a motivating force. This study examines the influence of perceived sustainability and familiarity on loyalty intentions with platform trust and satisfaction as mediators and age as a moderator. An online survey with 507 UK Airbnb users found that perceived

Excellent service is essential to customer satisfaction and delight. Researchers have noted that customers consider certain services unnecessary or redundant. However, a scale for service redundancy has not been developed. The purpose of this study was to establish a service redundancy scale for the hospitality industry. Focus groups and content analysis were conducted to identify preliminary scale

An increasing number of hotel booking platforms and review websites deploy multidimensional rating systems to encourage users to provide additional evaluations of a product/service besides the overall rating. However, providing the itemized ratings of a product/service requires extra effort which makes users tend to post identical ratings (default setting). According to the information transfer theory

This research investigated hospitality consumers’ relative preferences for utilitarian or hedonic value under COVID-19 pandemic conditions. A series of four experiments and one secondary data analysis showed that the salience of the infectious disease threat increased consumers’ preferences for hospitality options that provide relatively more utilitarian than hedonic value. Additionally, we identified

Sharing economy platforms increasingly turn to professionalism to compete with their industry competitors, exemplified by their rule-based practices and fewer emphases on personal relationships. Such expanding professionalism has different effects on social discrimination that is infesting these platforms. We argue that professionalism may reduce one type of discrimination, homophily bias, in partner

Brand affiliation represents a signal about the future operating performance of a hotel that reduces information asymmetries between hotel buyers and sellers. However, information asymmetries vary across property-level and locational characteristics of hotels. We hypothesize that hotel brand affiliation as a signal is most valuable to investors when information asymmetries are higher due to hotel characteristics

The trade-off effect—the tendency to downplay a stereotypical social dimension (e.g., warmth) to increase a positive impression by conveying an opposing dimension (e.g., competence)—is well established. However, promoting stereotypical perceptions may amplify positive impressions by conforming to the evaluator’s expectations (i.e., the joint effect). To better understand the impacts of race-related

This exemplary case study describes a successful collaboration between a healthcare system and a hospitality management program to bring hospitality to healthcare. ChristianaCare Health System (CCHS) and University of Delaware’s Hospitality and Sport Management partnered to create Patient Experience Academy. The program focused on a training intervention, supported by leadership to enhance the patient

This paper presents a new perspective on person-centred care, examining the role hospitality plays in palliative care. Despite a burgeoning, clinically derived and focused evidence-base, the constituent parts of person-centred care in this service ecosystem are not fully understood. An assessment of hospitality and healthcare literature concludes that the contribution of hospitality services to palliative

Customer satisfaction data confirm what many adults believe intuitively: their service experiences with most healthcare service providers (hospitals, clinics, physicians) fall well short of their service experiences with most hospitality providers (hotels, resorts, restaurants). Because the services delivered in both industries are intangible, one wonders whether adoption of the principles known to

In many hospitality situations, customers are reminded of their names. At the same time, these customers may be given the opportunity to customize product and service offerings. It is currently unknown how name reminders affect this likelihood of customization on consumers’ part. We propose, in the current research, that name reminders might increase hospitality customers’ likelihood of customizing

Although studies have shown ethnic discrimination in the sharing economy, there is surprisingly little research about discrimination on Airbnb. As the first correspondence study after the anti-discrimination directive launched by Airbnb in 2016, we examine to which extent there is still ethnic discrimination against guests on Airbnb. We conducted 1043 correspondence tests on the Airbnb platform in

In the European Union, it is clear that as a result of the combination of several factors the current healthcare system is unable to handle the increasing number of patients. Primarily most of the facilities are not prepared for the effects of the increase in longevity or rapid shocks. Furthermore, in our rapidly aging society, the healthcare professional-patient ratio is constantly deteriorating.

This study aimed to determine the impacts of employer branding on organisational identification and employee retention among healthcare employees. This study also examined the mediating role of organisational identification and the moderating roles of psychological involvement and employee loyalty. Data was collected from 390 healthcare employees comprising doctors and nurses. The research analysis

Abstract not available

This paper presents a bibliometric analysis of job embeddedness research in hospitality and tourism literature. Thus, it clarifies the fundamental research themes and phenomena, theoretical underpinning, and the most current research stream. Sixty-four documents on job embeddedness were obtained and tested by utilizing bibliometric analysis via VOSviewer and Biblioshiny in R software programming. Co-citation

Social loafing is a detrimental phenomenon prevalent in hospitality industry. We propose that the exploitative leadership, characterized by self-interested behavior of leaders, may be a critical trigger of frontline hospitality employees’ social loafing. According to social identity theory, we examine the mediating role of perceived insider status (PIS) and the moderating role of perceived organizational

The ability of a business to engage in service recovery should not be restricted by the type of business model or its pre-dominant service delivery methods. Using a mixed method approach, this research presents a unique addition to business logic literature in a foodservice operation. Qualitative interviews demonstrate how customers perceive the business logic of foodservice when assessing the linkages

Customer incivility is common in the hospitality industry. Assuming a resource scarcity perspective, this study investigates the interpersonal transmission of such incivility in the service context. We proposed that: (i) fellow customers’ incivility (i.e., as a reminder of resource competition) can trigger focal customers’ incivility; (ii) focal customers’ self-interest concerns (i.e., resource competition–induced

This study addresses customer experience management (CXM) in upscale restaurants. Specifically, it examines restaurateurs’ perceptions of customers’ changing needs following the outbreak of the Covid-19 pandemic. In addition, it identifies restaurants’ CXM strategies that are being used now and could be retained in the future to provide memorable customer experiences. A qualitative study was conducted

Senior living communities (SLCs) are the new frontier of hospitality management. They provide high-end amenities and customer-oriented services for residents and employ various strategies to prevent risks and guarantee residents’ safety because safety is an essential factor in older adults’ lives as they age. Although a few studies have assessed residents’ safety or perceptions of safety, none of these

Although previous research has linked leadership, culture and work behaviors, scholars and practitioners lack an understanding of how servant leadership affects employees’ work meaningfulness, diversity-valuing behavior and community citizenship behavior by fostering an ideology-based culture within the hospitality sector. This study addressed these gaps by conducting a multi-level time-lagged field

Pricing in the hospitality industry moves between adapting to a global demand and the need to manage locally. This double-edged challenge requires a managerial response based on flexibility and variety but one which is constrained by resources and competitive conditions. Since the sensitivity of each determinant may be different across types of hotels and countries, how hotel managers reach their compromises

Characterizing with an image of low-skilled jobs and low social status, the hotel industry is undergoing a “great resignation” from staff due to stress post-Covid-19, urging a need to encourage hotel employees to stay with their jobs. This study attempted to explore whether employees’ turnover intention was decreased by promoting their pride in jobs and how job pride was predicted by dimensions of

This research aims to provide a meaningful discussion on hotels that want to start robot services by confirming the effect of consumer’s self-identity with robot technology on their intention to adopt robot services in the future. An exploratory and confirmatory factor analytic approach along with a structural analysis was utilized. Our findings revealed that the developed model satisfactory accounted

The purpose of this study is to propose an extended M-R model within the alternative golf context. This model consists of three main attributes of alternative golf as environmental stimuli (i.e., physical environment, food and beverage, and service) that affect satisfaction and, in turn, lead to consumers’ behavioral responses (i.e., activity involvement and behavioral intentions). Additionally, the

Long-term growth rates have indicated that the aging population calls for the need for senior-friendly accommodations for older adults that have grown older in various ways from their predecessors. This study explores the lived experiences of older adults with functional limitations living in senior living facilities and the impact on their social, physical, and psychosocial well-being. Through one-on-one

Based on the understanding that every vendor is an independent agent with unique interests and values, this study explores the meaning of success and failure for street food vendors. Twenty-five online unstructured interviews with active and former street food vendors were conducted. Thematic analysis was utilised to identify various definitions of success and failure. In this modern society, capitalism

The adverse impact of the recent pandemic on the lodging industry has largely been based on anecdotal evidence. The extent to which different parts of this broad industry were individually affected by the COVID-19 pandemic also remains unclear. The purpose of this study is to investigate the effects of the COVID-19 pandemic in the various sectors of the lodging industry to identify patterns that may

Understanding patient experience is crucial as it influences patient satisfaction, perceived quality of healthcare services, loyalty to physicians and providers, as well as patient health and well-being. However, the multidimensional, long-lasting, affective, and dynamic nature of patient experience demands using new metrics and emerging methodology for measurement. This research note aims to review

Due to the detrimental effects of the Covid-19 pandemic on the hotel sector, pandemic crisis management research has received lots of academic attention, from studies in sales-marketing to human resource management. However, financial management has been largely overlooked in the agenda of pandemic crisis management and hotel resilience. Therefore, this paper aims to address the research gap by exploring

In this study, using the Protection Motivation Theory (PMT), we examine whether protection motivation can explain restaurant patron intention to practice self-protection. New normal practices are in place in the restaurant industry that influence dining out behavior during the COVID-19 pandemic. Based on 402 usable questionnaires collected face to face with residents in Phuket, Thailand, and using

The U.S. senior living industry is increasingly innovating through bridging hospitality and healthcare practices. This study aimed to examine the role of hospitality in the senior living setting from the consumer’s perspectives, focusing on residents and their family and friends. Using text mining and sentiment analysis on Facebook reviews, the study uncovered five factors that affected satisfaction

Online-to-offline (O2O) e-commerce has profoundly impacted the space of the urban hotel industry. Drawing on insights from flow space and central flow theory, this study establishes an electronic word of mouth (E-WoM) index system of hotels in Nanjing by using Dianping.com data and analyses the hotel central place hierarchy based on the consumption price and E-WoM score. The central place hierarchy

This study proposes cross-dimensional measures of the degree of implementation of the lodging industry’s asset-light & fee-oriented (ALFO) strategy. We apply a common factor analysis to measure the degree of implemented ALFO strategy on a sample of 14 lodging companies over the period 2001–2021. The analysis confirms that there is no one-size-fits-all approach and that companies position themselves

This study evaluates waiting experiences in a cancer treatment context. It examines the effects of multiple servicescape dimensions, including the design, spatial layout and functionality of the physical surroundings alongside ambient conditions such as lighting and temperature, on visitor satisfaction. The study adopted a case-study strategy in a cancer and haematology clinic at a UK hospital. Scoping

Emerging sharing accommodation such as Airbnb provides additional options to both guests with short-term accommodation needs and hosts with spare rooms, which challenges the traditional hospitality industry. This paper explores Airbnb’s optimal pricing strategies when competing with incumbents on both supply and demand sides in the accommodation market. Firstly, we employ the willingness-to-pay model

Although chatbots have been widely used in dealing with service complaints, knowledge about the recovery performance of chatbots is limited. Drawing upon lay belief and emotional competence theory, this research explores symbolic recovery performances of chatbots in two experimental studies. The results show that symbolic recovery from chatbots leads to lower customer satisfaction than symbolic recovery

Organizational processes and experiences in hospitality can be thought of as instruments for creating value in organizations and achieving a competitive edge. Another important element for creating value among the stakeholders of an organization is trust. This article seeks to understand the relationship between hospitality and trust among stakeholders, and focuses in particular on customers and veterinarians

A meta-analysis of 53 papers with 16,522 participants is conducted in the menu-design literature. To conceptualize different design elements, we extend a four-dimensional model by including two new dimensions—menu card label and menu item characteristics. We find that effect sizes vary among these six dimensions. Specifically, menu card characteristics that concern non-descriptive design elements have

Although the CSR literature has examined the effect of CSR on a variety of brand, values and customer attitude, limited attention has been paid to investigate whether, going in for CSR activities can benefit brands to enhance customer brand co-creation, behaviors (CBCB), and the effect of customer’s self-efficacy and emotional brand, attachment on CBCB. To address this research gaps, this study was

Nepotism is prevalent in the workplace. Though the impact of nepotism on workplace commitment has been studied in its general form, the reason why nepotism produces such an impact remains understudied, especially in collectivist cultures (where family and friends are highly important) and service settings (where nepotism manifest publicly among frontline employees). To address this gap, this study