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Advancing information search through GenAI: the roles of search type, travel motive and GenAI customization level International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-02-07 Xiaoyan Luo, Ding Xu, Yuan (William) Li, Lisa C. Wan
Purpose The advancements in generative artificial intelligence (GenAI) encourage disruptive transformation in the hospitality industry. Previous discussions predominantly focused on the impact of AI-powered agents on the labor force. This research extends previous studies by investigating the feasibility of GenAI as an information search agent in comparison to the predominant role of search engines
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Sustainability information overload: Its effect on customers’ greenwashing perceptions, perceived value, and behavioral intentions J. Hosp. Tour. Manag. (IF 7.6) Pub Date : 2025-02-03 Xavier Font, Luisa Andreu, Anna S. Mattila, Joaquín Aldas-Manzano
Little is known about the effect of perceived sustainability information overload on customers' perceptions of greenwashing, perceived value, and behavioral intentions, nor how this effect is contingent on the customers' expectations of sustainability practices. To address the impact of information overload, we integrate the Stimuli-Organism-Response (S-O-R) model with the media richness theory, and
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Localizing matters: The effect of AI accent on tourist travel intention J. Destin. Mark. Manag. (IF 8.9) Pub Date : 2025-02-02 Chunxiao Li, Zhirui Qu, Yufan Yang
This research delves into enhancing AI utilization in the tourism sector by focusing on AI-based destination ambassadors and optimizing their performance. Through introducing schema incongruity theory and meaning transfer theory, this research examines how AI ambassadors speaking in local accents, a form of AI localization, impact tourists’ travel intentions. Three experiments, utilizing varied AI
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Does an industry-promoted tourist tax per night affect hotel performance? Quasi-experimental evidence from Manchester Tour. Manag. (IF 10.9) Pub Date : 2025-02-01 Oriol Anguera-Torrell, Juan Pedro Aznar-Alarcón, David Boto-García
There is an ongoing debate about whether introducing a tourist tax deters tourism demand. Moreover, it remains unclear whether accommodation establishments adjust prices following the implementation of a tourist tax and, if so, how this policy impacts their revenues. This study examines the causal impact of introducing an industry-promoted tourist tax per room and night, aimed at boosting the tourism
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The impact of the perception of smart hotel attributes and perceptions of service innovation on tourist happiness and brand loyalty International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-02-01 Anna Dai, Jingsong Zhang, Chen Kuo Pai, Timothy J. Lee
This study takes smart hotel attributes as its entry point, uses cognitive-affective system theory as its analytical framework, and introduces variables such as tourist happiness, perceived service innovation, and willingness to co-create to explore the changes in tourist perceptions of smart hotels affected by the pandemic recent pandemic. Taking tourists who stayed in smart hotels within the past
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Virtual influencers going head-to-head with human influencers: the impact of influencer type on trust perceptions of endorsement International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-02-04 Xing (Stella) Liu, Lisa C. Wan, Anna S. Mattila
Purpose This study aims to explore how the extensive implementation of virtual influencers (VIs) in the hospitality and tourism industry shapes tourists’ trust perceptions. Specifically, it compares the differences between human influencers (HIs) and VIs based on mind perception theory and outlines the strategies for hospitality and tourism marketers to efficiently adopt influencers to enhance customers’
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Authenticity of virtual tourism in open-world video games: A case study on the Legend of Zelda - Breath of the Wild Tour. Manag. (IF 10.9) Pub Date : 2025-01-31 Xuan Zhu, Wenxiang Wang, Chunlei Wang
This study pioneers the investigation of authentic experiences in virtual tourism through the framework of open-world video games, specifically examining "The Legend of Zelda: Breath of the Wild." Utilizing typological authenticity theory and qualitative methods, this research, guided by grounded theory, identifies and delineates four distinct categories of virtual tourism authenticity: post-postmodern
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When robot appearance and service style interact to influence customers’ willingness to pay: The mediating role of perceived restaurant quality International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-31 Stephanie Hui-Wen Chuah, Joaquim Dias Soeiro
Incorporating robotics into the service industry fundamentally shifts how hospitality businesses operate and interact with their customers. While there is a growing interest in understanding consumer responses to humanoid (vs. non-humanoid) robots, the potential interaction effects between robot and restaurant characteristics, along with the mechanisms underlying these relationships, have rarely been
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Drivers, barriers, and challenges in NRevPAR and RevPAC adoption – Towards a revenue management adoption scale International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-30 Huey Chern BOO, Detlev REMY, Kuan-Huei LEE
The prevalence of online distribution channels, empowered consumers, shrinking profit margins, and progression toward personalized pricing necessitate new revenue management performance measures. NRevPAR and RevPAC emerge as two promising metrics. This study analyzed data from the chain and independent hotel operators to unearth the challenges and influencing factors of adopting these metrics. Using
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Digital nudge persuasiveness of avatars in restaurants toward healthy choices and happy diners Tourism Review (IF 7.3) Pub Date : 2025-01-29 Adil Masud Aman, Wailing Ng, Fei Hao, Chen Zhang, Kaye Kye Sung Chon
Graphical abstract Opens in a new window. Purpose Amid rising concerns over unhealthy dietary habits and their impact on public health, this study aims to explore the role of avatars in promoting healthier eating and enhancing customer satisfaction in restaurants. By leveraging the theory of planned behavior (TPB) and nudge theory, this research sought to gain insights into consumer behavior and assess
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Theme park reviews: how text mining cognitive characteristics and emotions can determine theme park image Tourism Review (IF 7.3) Pub Date : 2025-01-29 Yufei Liu, Yunpeng Li, Shihan (David) Ma, Jingjing Li
Graphical abstract Opens in a new window. Purpose The theme park industry has attracted wide attention and visitors’ perceptions are key to improving theme park management. Applying the cognitive-affective theory, this study aims to explore various cognitive attributes and affective attitudes and how they affect the overall theme park image. Design/methodology/approach A mixed research method was used
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Refining treatment toward customer: How leader affiliative humor polishes hotel employee customer-oriented prosocial behavior Tour. Manag. (IF 10.9) Pub Date : 2025-01-29 Fu Yang, Yilan Liu
To succeed in growing and scaling hospitality organizations, leaders have been portrayed as necessary for full development of hotel employees’ exceptional service. Grounded in emotions as social information theory, our research uncovers how and when daily leader affiliative humor serves the function of spurring hotel employee daily customer-oriented prosocial behavior. Across two time-lagged experience
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It is very traditional, you must try it! The role of traditional breakfast in family-run hotels International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-29 Giuseppe Vecchietti, Shynar Dyussembayeva, Giampaolo Viglia, Olga Untilov, Mona Nassar
This work examines how the type of breakfast offered by a family-run hotel affects guests' decisions to stay. Grounded in the construal level theory, we hypothesize that offering a traditional, local breakfast, compared to a continental one, increases the likelihood of guests staying, especially among leisure travelers in a family run hotel. A field experiment (n = 146) and an online study (n = 300)
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From leisure to labor: How workations are reshaping hospitality and destination marketing in the era of New Work J. Destin. Mark. Manag. (IF 8.9) Pub Date : 2025-01-29 Maximiliane Wilkesmann, Mona Bassyiouny
The rise of remote work, coupled with evolving traveler preferences, has created a new phenomenon called workations. This study explores the impact of workations on the hospitality industry and their role in the New Work paradigm. Drawing on Self-Determination Theory and New Work concepts, we examine the motivations of workationers, and the adaptations hospitality providers have made to serve this
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Shedding light on new technology: How ambient luminance influences acceptance of AI technologies International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-28 Heng Li
Artificial Intelligence (AI) has emerged as a significant tool for enhancing customer experience in the tourism and hospitality industries. However, previous research has indicated that individuals’ attitudes toward these burgeoning technologies are ambivalent and shaped by an array of diverse factors. In the current study, we explored the potential impact of ambient light luminance on customers’ and
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Negative and positive antecedents for lodging providers’ engagement and market knowledge sharing on online travel agencies International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-28 Kuan-Yang Chen
Few studies have investigated the factors that negatively affect online engagement and knowledge sharing or examined the perceptions and behavioral intentions of lodging providers regarding online travel agencies. This study explored the benefits and costs of the online engagement and market knowledge sharing of lodging providers in terms of transaction cost economics, social interaction, and social
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Adopting circular food practices in Malaysian hotels: The influence of isomorphic pressures and environmental beliefs International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-28 Kian Aun Chang, Ab Aziz Norazlin, Joann P.S. Lim, Md Zabri Mohd Zaidi
Food waste (FW) is a major environmental concern that is particularly relevant for the hospitality industry. This exploratory study examined the adoption of circular food waste management (FWM) in Malaysia by connecting this issue to the food recovery hierarchy and contextualising the findings with institutional theory and environmental belief model. Interviews were conducted with 13 hotel representatives
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How do cartoon destination pictures inspire cartoon-induced tourism? Based on the associative network model and dual-coding theory J. Destin. Mark. Manag. (IF 8.9) Pub Date : 2025-01-28 Xiaohong Wu, Ivan Ka Wai Lai
Based on the associative network model and dual-coding theory, this study investigates whether cartoon destination pictures containing cartoon characters and classic quotes can evoke higher emotional intensity and cartoon-induced tourism impulses in viewers. Specifically, this study examines the mediating effect of emotional intensity, while also considering the moderating effect of the classic quotes
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Robots make me feel more like a human! Investigating how employee-robot engagement reduces workplace depersonalization Tour. Manag. (IF 10.9) Pub Date : 2025-01-27 Xin Liu, Lu Zhang, Zhibin Lin, Xinhua Guan
Recent research has begun to investigate employee-robot interactions, but the impact of employee-robot engagement in the workplace still requires further exploration. This research adopted a perspective of psychological empowerment to uncover the mechanisms and boundary conditions between employee-robot engagement and workplace depersonalization. A mixed-method research design with three studies was
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Human-robot collaboration and planned resilience for the financial and environmental success of green hotels International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-27 Foad Irani
The study intends to investigate the impact of deploying human-robot collaboration through planned resilience to enhance the financial and environmental performances of green hotels operating in Turkey. The study investigates the conceptual model using the Dynamic Capabilities Theory. Data collected from 490 full-time employees of all green hotels operating in Turkey through convenience sampling method
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The impact of industry network strength, centrality and heterogeneity on entrepreneurial performance in the hospitality and tourism: Perspectives on innovation and leadership International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-25 Haiyang Su, Simin Li, Tong Wen, Yi Liang
Unlike previous research that focused on the influence of kinship networks, the importance of industry networks in fostering hospitality and tourism entrepreneurship, as well as sustainable development, has become increasingly important. This study, grounded in social network theory, utilizes SPSS to analyze data from 420 small hotel and tourism entrepreneurs. Through hierarchical multiple regression
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Why not travel? Reviewing constraints from the perspective of customer rights in hospitality and tourism International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-27 Yihong Chen, Sirong Chen, Rob Law
Purpose A substantial body of literature discusses the motivations and intentions behind participation in hospitality and tourism (HT). However, a coherent framework for systematically studying the antecedents, interactions and differences of non-participation is lacking. This paper aims to comprehensively identify the mechanisms behind non-participation in HT activities by conducting a critical review
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Rethinking work-life integration: empowering talent in emerging hospitality and tourism work paradigms International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-27 Jie Gao, Ye Zhang, Shi Xu, Emily Ma
Purpose This study aims to explore work–life integration (WLI) as a crucial mechanism underpinning the transformation of the hospitality and tourism industry from shifts in work paradigms, including rapid technological advancements, flexible work forms, quiet quitting, increasing awareness of well-being, cultural diversity and gender disparity. It further develops the coping strategies and research
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What theory is and is not? The need for theorizing in tourism research Tour. Manag. (IF 10.9) Pub Date : 2025-01-24 Robin Nunkoo, John Armbrecht
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Unpacking the affective dimension of memorable hospitality experiences International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-24 Cecilia Bartaloni, Linda Osti, Charles Frederick Hofacker
Memorable experiences have received considerable attention in tourism research. Yet, there is a lack of a consensus among scholars regarding the elements within the servicescape that contribute to the creation of memorable experiences. Based on this research gap, the present study aims at understanding which elements within the servicescape have a greater impact on guests’ emotions when recalling memorable
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Is someone listening to me? A topic modeling approach using guided LDA for exploring hospitality value proposition through online employee reviews International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-22 Yejia Guo, Baker Ayoun, Sidi Zhao
This study extends research on hospitality employee recruitment and retention by examining what employees are communicating through their online reviews. Centering on the Employee Value Propositions (EVPs) as a theoretical framework, the current study proposes that this industry presents distinct propositions that are valuable to employees but remain underexplored by earlier studies that tend to focus
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Shaping the future of sustainable dining in the US: Marketing insect-based food using degree of visibility and consumer adventurousness International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-22 Jinha Lee, Woo Gon Kim, Kavitha Haldorai
Insect-based food has been promoted as one of the most promising sustainable foods for more than a decade, but it still remains novel for the majority of Western consumers. Drawing upon theories of disgust, value-attitude-behavior, and reasoned action, this study investigates the pathways from perceived values of insect-based food to behavioral intention through a moderated serial mediation model.
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Beyond exchange: Decoding reciprocal hospitableness in luxury lodge experiences J. Hosp. Tour. Manag. (IF 7.6) Pub Date : 2025-01-22 Anita Manfreda, Tracy Harkison
Hospitableness in luxury hospitality is key for guest experience differentiation. Despite increasing attention, limited research has investigated how hospitableness is reciprocated and how such reciprocation extends beyond the guest-host relationship. By employing a multiple-case study design, this study proposes a model of reciprocal hospitableness underpinning the luxury lodges experience from a
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Do virtual tours really enhance customer satisfaction with physical experiences? A quasi-experimental study on Airbnb J. Hosp. Tour. Manag. (IF 7.6) Pub Date : 2025-01-22 Huimin Liu, Wesley S. Roehl
With the digitalization of the tourism and hospitality sectors, more attractions are introducing their virtual tours to the market. However, the impact of virtual tours on traditional physical experiences has yet to be fully explored. With the case of Airbnb rentals, this research employs a quasi-experimental design, using a propensity score matching approach to investigate the impact of integrating
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Machine learning approach for analyzing feature importance in alternative fuel vehicle selection Travel Behaviour and Society (IF 5.1) Pub Date : 2025-01-22 Mina Kim, Hyunhong Choi, Yoonmo Koo
This study investigates the differences in the importance of various factors influencing vehicle preferences by fuel type. We analyzed four major fuel types: gasoline, diesel, electric, and hydrogen, aiming to enhance the effectiveness of zero-emission vehicle policies. Using Shapley additive explanations with an XGBoost classifier, we evaluated feature importance using conjoint survey data, considering
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Dynamic roles of hotel mobile application in customer satisfaction and dissatisfaction: integrating text analytics and impact asymmetry analysis International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-22 Hyekyung Park, Minwoo Lee, Ki-Joon Back, Agnes DeFranco, Jaebeom Suh
Purpose Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and dissatisfaction. Therefore, drawing onto the information system success model and the two-factor theory, this study aims to establish a comprehensive framework of hotel mobile application attributes categorized into system
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Wokeness in tourism management: Perceptions, attributes, and consequences Tour. Manag. (IF 10.9) Pub Date : 2025-01-21 Amandeep Dhir, N. Meenakshi, Juan Luis Nicolau, Puneet Kaur
Recent media articles highlight the rise of wokeness measures in the tourism and hospitality industry. Although the wokeness perspectives of the organization and travelers have been examined in this industry, employee voice has largely been ignored. This study aims to examine the different perceptions, attributes, and consequences of wokeness in the tourism and hospitality industry from the perspective
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A behavioral study of food delivery service by drones: Insights from urban and rural consumers International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-21 Francisco Liébana-Cabanillas, María Eugenia Rodríguez-López, Ghazanfar Ali Abbasi, Elena Higueras-Castillo
This study aims to analyze the current state and scope of drone food delivery services, exploring the factors that influence the intention to use and how these vary between urban and rural consumers. By utilizing the Goal-Directed Behavior Model and Social Cognitive Theory, the adoption of this emerging technology in different geographical contexts is examined, thereby providing a detailed understanding
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Virtual experimental study on pedestrian evacuation dynamics in view-limited environment Travel Behaviour and Society (IF 5.1) Pub Date : 2025-01-21 Ruoyu Li, Yanxu Wang, Qiao Wang, Juan Chen, Jian Ma
In emergency situations, factors such as smoke and dimly-lit conditions that lead to limited visibility for pedestrians often become an important reason for preventing more efficient evacuation. Considering factors such as cost, preparation time, and especially the safety and ethical issues of the participants, it is difficult to organize evacuation experiments with limited vision in reality. Therefore
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An eye for an eye: Exploring how human-robot service attributes affect customers’ negative electronic word-of-mouth International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-20 Xinhua Guan, Lu Zhang, Xin Liu, Qiangqiang Liu
The integration of artificial intelligence and robotics has revolutionized the hospitality industry, significantly influencing customer cognition, emotion and behavior. However, the impact mechanism of robotic service failures warrants further investigation. This research explores the relationship between human-robot service attributes and customers’ negative electronic word-of-mouth (e-WOM). A mixed-method
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Modelling electric vehicle charging events using a random parameter duration approach Travel Behaviour and Society (IF 5.1) Pub Date : 2025-01-20 Yasir Ali, Fredrik Monsuur, Craig Morton, Cheuk Ki Man
To promote the uptake of Electric vehicles (EVs), public charge points (or infrastructures) are crucial. A critical question for the planning and operational management of EV infrastructures is understanding different dimensions of temporal utilisation, which assists in improving the existing infrastructure and demonstrating the need for new infrastructures. Therefore, this paper analyses charge event
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Generative AI inspiration and hotel recommendation acceptance: Does anxiety over lack of transparency matter? International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-18 GuoQiong Ivanka Huang, IpKin Anthony Wong, Chen Jason Zhang, Qilin Liang
The advent of generative AI, such as ChatGPT, not only emulates the efficiency of standard AI chatbots in generating content at a faster pace, but it also excels in autonomously producing innovative content for business purposes. However, how Gen AI will inspire people to make decisions in the field of tourism and hospitality remains understudied. Drawing on theories of customer inspiration and fear
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AI-generated recommendations: Roles of language style, perceived AI human-likeness, and recommendation agent International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-18 Tae Hyun Baek, Hyoje Jay Kim, Jungkeun Kim
This research investigated the impact of linguistic styles on the acceptance of artificial intelligence (AI)-generated recommendations, using three experiments. Specifically, we considered the use of figurative versus literal language in ChatGPT. The findings of Study 1 indicated that figurative language positively affects visit intention, with imagery vividness serving as a mediator in the underlying
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Antecedents of restaurant franchisee switching and termination intentions International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-18 Shiwen Lu, Jiseon Ahn
With consideration for the increasing competition among franchise brands, this research empirically identifies the factors influencing franchisee switching and termination intentions in the franchise restaurant context based on the push-pull-mooring framework. A total of 179 responses was collected from restaurant franchisees in the United States and analyzed using partial least squares-structural
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Transforming spaces, shaping choices: The impact of room aesthetics on guest booking preferences International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-18 Luana Nanu, Veena Chattaraman, Imran Rahman
This study examines the impact of hotel room design, in terms of innovativeness and typicality, on guests' booking intentions within the upper-midscale hotel sector in the United States. Drawing from the Pleasure-Interest Model of Aesthetic Liking and the Most Advanced Yet Acceptable (MAYA) principle, the research explores how design aesthetics influence consumer pleasure and interest, affecting booking
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Hospitality and Tourism Technology and Organizational Performance: An Integrated Framework of HTT Business Value and Future Research Agenda International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-18 Araceli Hernandez, Minwoo Lee
Despite increased scholarly interest in the economic impacts of hospitality and tourism technology (HTT), scarce studies provide an overview of HTT’s effects on organizations’ performance, namely the business value of HTT. By reviewing the existing literature on the business value of HTT, the purpose of this study is to identify performance metrics used, strategic roles, and theories applied and to
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Exploring the relationship between emotional labour and work engagement through a three-phase framework, incorporating mediation and moderation analyses International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-18 Chih-Hsing Liu, Wen-Pei Lin, Yen-Ling Ng
In the ever-evolving landscape of the hotel industry, the spotlight on both owners and employees has intensified due to heightened attention and fierce competition. This pressure turns the sector into a battleground where emotional labour and work engagement play pivotal roles. Consequently, delving into the intricacies of the emotional labour-to-work engagement transition has become a critical concern
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What are the most influential drivers of tourism destination competitiveness? J. Destin. Mark. Manag. (IF 8.9) Pub Date : 2025-01-18 Hasan Evrim Arici, Mehmet Ali Köseoglu
This study investigates the complex drivers behind the competitiveness of global tourism destinations, employing a comprehensive machine-learning approach to analyze data from the World Economic Forum and the UNWTO for 2019 and 2021. By utilizing decision trees, random forest algorithms, and Partial Dependence Plots (PDPs), the research identifies key factors—such as ICT Readiness, Human Resources
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A hierarchical Wi-Fi log data processing framework for human mobility analysis in multiple real-world communities Travel Behaviour and Society (IF 5.1) Pub Date : 2025-01-18 Yuqiu Yuan, Lei Zhu, Mohini Joshi
Wi-Fi log data, including communication actions between clients and Access Points (APs), can be used to infer human movement and travel activity and thus would serve as a reliable data source for human mobility analysis. As more and more modern cities or communities provide public free Wi-Fi services, a vast amount of public Wi-Fi log data will be collected and have the potential to be used to characterize
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Enhancing eWOM effectiveness: the interplay of endorsement styles and emoji in digital persuasion International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-21 Yuzhi Wei, Huili Yan, Chenxin Shen, Hao Xiong
Purpose The strategic application of electronic word-of-mouth (eWOM) is pivotal in shaping tourist decisions. This study aims to examine the nuanced impacts of endorsement styles and the innovative role of emojis on the persuasiveness of eWOM, highlighting essential insights for digital marketing effectiveness. Design/methodology/approach Using a robust experimental design, this research engaged 376
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Why restaurants survive? A perspective of word-of-mouth dispersion Tour. Manag. (IF 10.9) Pub Date : 2025-01-17 Xi Zhang, Xiaoxia Zhang, Sai Liang, Yang Yang, Rob Law
Survival represents a fundamental aspect of business development, particularly for small-sized businesses. This study introduces a comprehensive framework for examining the determinants of restaurant survival from the perspective of word-of-mouth dispersion. Utilizing data collected from Yelp, we analyzed a sample of 9606 randomly selected restaurants across 309 cities in the United States from January
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Attributes influencing peer-to-peer accommodation performance: Classification and the future pathways International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-17 Feng (Zoey) Huang, Wai Tsz Serene Tse, Zhicai Wu, Dimitrios Buhalis
This study identifies attributes influencing Peer-to-Peer (P2P) accommodation performance before and after COVID-19. It systematically reviewed the literature on factors determining P2P profitability and competitiveness. The review involved 117 papers published before and 126 papers after the COVID-19 pandemic, from 2009 to 2023. Customer satisfaction was among the most studied themes across the pre-
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Unveiling negative memorable experiences of hotel guests: An innovative algorithmic analysis International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-17 Khadija Althubiti, Abdulaziz Alhamadani, Mahmood Khan, Md Gaffar Hossain Shah
This research is innovative in exploring the factors contributing to the creation of negative Memorable Hotel Experiences (MHEs). The study analyzes extremely negative experiences that tend to stick in guests’ memories and influence future decisions. The framework selected aims to effectively identify and extract memorable experiences from online customer reviews using a large language model (LLM)
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Customer evangelists: Elevating hospitality through digital competence, brand image, and corporate social responsibility International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-17 Mahnaz Mansoor, Justin Paul, Tariq Iqbal Khan, Rawan Abukhait, Dildar Hussain
In the contemporary digital landscape, the frontline employees' proficiency in forging relationships holds immense strategic importance for organizational success. This study examines the impact of frontline employees' digital competence, proactive assistance, and relationship-building on customer brand evangelism with the mediating role of brand image and the moderating role of perceived corporate
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Does consumers’ reveal engagement behaviours in artificial intelligence (AI)-based technologies? The dynamics of perceived value and self-congruence International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-17 Raouf Ahmad Rather
Although tourism service-environments have increasingly used artificial intelligence (AI), limited research has explored the dynamics of AI-related factors on consumer engagement and behaviours in AI-based hotel service environment. Responding this gap, following Stimulus-Organism-Response (SOR)-perspective, this research analyzes the effects of consumers’ AI-perceived performance-expectancy, effort-expectancy
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Co-creation dynamics in tourism and hospitality: a horizon 2050 paper Tourism Review (IF 7.3) Pub Date : 2025-01-17 Maria Teresa Borges-Tiago, Sónia Avelar
Purpose The evolution of co-creation reflects a shift from a firm-centric to a user-centric and collaborative approach. The purpose of this study is to explore the benefits of co-creation, its potential drawbacks and implications for the tourism and hospitality industry to help frame the concept’s evolution and understand its importance for customizing and personalizing tourism experiences. Design
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Examining the influence of AI event strength on employee performance outcomes: Roles of AI rumination, AI-supported autonomy, and felt obligation for constructive change International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-16 Jing Yi Bai, Tzung Cheng TC Huan, Aliana Man Wai Leong, Jian Ming Luo, Daisy X.F. Fan
Although previous research has examined the effects of adopting artificial intelligence (AI)-empowered service robots in the hospitality industry, these robots’ effects on employees’ performance outcomes have generally been overlooked. By integrating event system theory with theory of cognitive–affective processing systems, we classified deploying service robots at work as a high-strength event and
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State of Incentivizing property-level environmental sustainability in the U.S. hotel industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-16 Vincent P. Magnini, Ellie G. Rumbaugh, Erika Quendler, B. Bynum Boley
Despite myriad industries increasingly incorporating environmental sustainability metrics into their management incentive programs, there has been little focus on hoteliers' incentivization of environmental sustainability metrics within the hospitality literature. This study, therefore, surveyed 56 hotel management firms in the United States representing 18,961 hotel properties to determine if they
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Fire with smoke: Exploitative leadership, anxiety, and service sabotage in the hotel industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-16 Muhammad Waheed Akhtar, Osman M. Karatepe, Fauzia Syed, Muhammad Usman, Muhammad Kashif Aslam
Using cognitive–motivational–relational theory as the theoretical focus, our paper develops and tests a research model that investigates workplace anxiety and work alienation as the serial mediators of the influence of exploitative leadership (EL) on service sabotage. Data were collected from hotel frontline employees (FLEs) with a time lag of one month and their supervisors. The hypotheses were assessed
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To be right on the button: How and when hotel frontline service employees’ AI awareness influences deviant behavior International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-16 Yajun Zhang, Jingjing Wang, Junwei Zhang, Yongqi Wang
In the foreseeable future, artificial intelligence (AI) may take on approximately 70 % of tasks in the hospitality industries. When employees become aware that AI could replace them, the awareness may lead them to deplete their own resources, subsequently resulting in deviant behavior. Therefore, drawing upon the conservation of resources theory, this study aims to explore how AI awareness affects
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Normal-sized for female chef, oversized for male chef? The effects of gender and body size stereotypes on food purchase intentions International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-16 Bin Wang, Yunyao (Jennifer) Liu, Jay Kandampully, Maoning Du
Given the prevalent occupational and gender stereotypes in food service industry, the research investigated how chefs’ body size and gender interact to impact consumers’ responses with two experiments. Results indicate that normal-sized female chefs and oversized male chefs lead to higher food purchase intentions. Customers’ perceived food tastiness and healthiness act as parallel mediators in driving
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Variety is better: How emodiversity is related with hotel guests’ repurchase intention International Journal of Hospitality Management (IF 9.9) Pub Date : 2025-01-16 Shanshi Li, Yun Dong, Xiaojun Li
Emotion plays a pivotal role in shaping the hotel guest experience during their visit. However, prior research often examined hotel guest emotions in isolation, focusing either on the mean levels of positive and negative emotions or separately analyzing specific emotions. This study advances existing research by investigating how emodiversity, encompassing the variety and relative abundance of emotional
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Identifying social value in tourism: The role of sociocultural indicators J. Hosp. Tour. Manag. (IF 7.6) Pub Date : 2025-01-16 Rui Augusto da Costa, Larissa F.L. Almeida, Adriana F. Chim-Miki, Filipa Brandão
This research provides a comprehensive theoretical framework for indicators of tourism's sociocultural impacts. It's a Systematic Integrative Literature Review to identify the indicators of tourism's sociocultural impacts and its evolutionary trajectory toward social value creation and propose an integrative view to monitor these effects in the host society. We performed a co-word analysis to group
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How does AI awareness affect employees’ voice behavior in the service industry? A transactional theory of stress perspective International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-16 Changqing He, Huyun Xiong, Wenjun Cai, Jun Song
Purpose This study aims to explore the impacts of service industry employees’ AI awareness on their voice behavior while also considering the dual mediating roles of voice efficacy and job insecurity, as well as the moderating role of trait competitiveness. Design/methodology/approach The sample comprises data from a two-wave longitudinal survey of 203 employees in the service sector. This study examined
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Knowledge transfer and knowledge management in tourism organisations: A widening and deepening research agenda Tour. Manag. (IF 10.9) Pub Date : 2025-01-15 Gareth Shaw, Allan M. Williams
There have been substantial developments in research on knowledge management in the tourism economy in recent years. This is illustrated by the broadening of research away from an initial focus on hotels to a range of organizational forms as well as emergent issues such as climate change and online platforms. However, the research has mostly been fragmented, examining particular knowledge processes