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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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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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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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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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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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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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Robots in service: how robot capabilities and personalities drive customer value co-creation and satisfaction International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-13 M.S. Balaji, Yangyang Jiang, Xiya Zhang
Purpose Customer value co-creation in robots-mediated hospitality encounters involves active collaboration between customers and robots. In such encounters, robot capabilities, which are their functionalities or operational competences, and robot personalities, which are their interactive behaviors and communication styles, play a key role in enhancing customer value co-creation. The purpose of this
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Women’s career and imposter syndrome: moderating effects of female role model and diversity management in the hospitality and tourism sector International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-08 Mavis Adjoa Forson, Fei Hao, Catherine Cheung
Purpose This study aims to examine the influence of imposter syndrome on women’s careers in the hospitality and tourism industry drawing on the role congruity theory of prejudice. Design/methodology/approach Employing cross-sectional design, this research analyzed quantitative data from 574 women at various managerial levels using the Structural Equation Modeling (SEM) technique. Findings The results
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The influence of peer-to-peer accommodation platforms’ green marketing on consumers’ pro-environmental behavioural intention International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-01 Songshan (Sam) Huang, Xuequn Wang, Hua Qu
Purpose This study aims to examine the impact of peer-to-peer (P2P) accommodation platforms’ green marketing on consumers’ pro-environmental behavioural intention through the mediation of consumer trust and engagement, following the social influence theory and the stimulus–organism–response model. Design/methodology/approach A questionnaire survey was designed to collect data from American P2P accommodation
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The double-edged sword effect of artificial intelligence awareness among hotel employees International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-01 Shengmin Liu, Pengfan Cheng
Purpose With its continuous development and application in the hotel industry, artificial intelligence (AI) is gradually replacing many jobs traditionally performed by humans. This research aims to understand how this threat and opportunity of substitution affects hotel employees’ behavioral decision-making. Design/methodology/approach This study uses a structural equation model, ordinary least squares
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Service failure type, response strategy and observers’ perceived helpfulness: evidence from TripAdvisor International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2025-01-01 Mingli Zhang, Shensheng Cai, Tong Qiao
Purpose In social media context, service failures become public domain, making them visible to vast audiences of customers who are virtually present. Thus, this study aims to discuss the roles of service failure type and management response on observers’ perceived helpfulness. Design/methodology/approach The authors conducted econometric analyses on a dataset incorporating 107,984 reviews and 34,641
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The role of masculine and feminine gender enactment in hospitality leadership International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-12-31 Michelle Russen, Mary Dawson, Tiffany Legendre
Purpose The stereotypical assumptions of what it means to be hegemonically masculine and to be a leader are aligned in current society, potentially creating role incongruity for anyone who does not fit into this definition. The purpose of this study is to investigate whether masculine and feminine leadership traits of men and women hospitality managers affect employees’ intention to trust leaders and
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Back to the table: how omnichannel social media marketing returns customers to restaurant locations International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-12-30 Chompoonut Suttikun, Patcharaporn Mahasuweerachai, William Hamilton Bicksler
Purpose The purpose of this study was to understand how social media marketing activities (SMMA) influence consumers’ perceived value of online-to-offline food ordering experiences, subsequently affecting satisfaction and intentions to visit physical establishments. Design/methodology/approach Data from 845 participants was collected using a purposive sampling technique. Covariance-based structural
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How to develop and validate experimental scenarios? International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-12-25 Gabriela Lelo de Larrea
Purpose This critical reflection aims to introduce a five-step process to develop and validate experimental scenarios. Design/methodology/approach The five-step process was developed by analyzing academic articles, research methodology books and encyclopedias. The researcher then synthesized the learnings and formulated foundational steps for developing and validating experimental scenarios. To illustrate
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Robotic companionship for solo diners: the role of robotic service type, need to belong and restaurant type International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-12-25 Jingwen (Daisy) Huang, IpKin Anthony Wong, Qi Lilith Lian, Huiling Huang
Purpose What kind of robotic service do customers prefer when they dine out alone? This study aims to investigate how robotic service type affects solo diners’ attitude toward robotic service and restaurant revisit intention, through the mediation of rapport. It also examines the moderating effects of the need to belong and restaurant type. Design/methodology/approach Three experiments were conducted
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Exploring the nexus between usage motivation and behavioral intention in metaverse hospitality and tourism: moderation and mediation insights International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-12-19 Qi Wu, Junhui Wang
Purpose This study aims to examine the relationship between metaverse usage motivations and metaverse behavioral intention through Self-Determination Theory. Design/methodology/approach This study analyzed a sample of 501 South Korean individuals aged 18 and older who had prior experience using the metaverse, using a moderated mediation model. Findings The results indicate a significant direct effect
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What makes an AI-themed hotel successful? New evidence from a sequential research design International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-12-17 Bowen Yi, Da Shi, Gang Li
Purpose Although artificial intelligence (AI) is an essential component of hospitality in the technological empowerment era, AI’s effectiveness as an attraction in this context remains unclear. Grounded in Herzberg’s motivation theory and complexity theory, this study aims to explore configurational paths whereby combinations of qualities lead to success for different types of AI-themed hotels. De
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Chatbots in complaint handling: the moderating role of humor International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-12-11 Jae Eun Park, Alei Fan, Laurie Wu
Purpose Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper aims to explore the optimal way to utilize chatbots in handling customer complaints for service failure recovery and the moderating role of humor. Design/methodology/approach Two scenario-based between-subjects experimental
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Overqualification in the socialization context: how being relatively qualified leads to leadership emergence International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-11-29 Jingyi Bai, Xinyuan (Roy) Zhao, Tzung-Cheng Huan, Aliana Man Wai Leong
Purpose Building on the social capital theory of career success (SCT), this paper aims to explore how and when newcomers’ overqualifications can grant them positions as informal leaders within the workgroup over time. Design/methodology/approach The model was tested using a social relations modeling analysis conducted using a three-wave survey with 242 newcomers in Macau. Findings The results support
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Can cuteness soften my anxiety? The impact of conversational styles of service robots on consumer service acceptance International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-11-22 Juanjuan Yan, Biao Luo, Tanruiling Zhang
Purpose As artificial intelligence technology empowers service robots, they increasingly communicate with consumers in a human-like manner. This study aims to investigate the effect of service robots’ different conversational styles (competent conversational style vs. cute conversational style) on consumer service acceptance and demonstrate the moderating role of consumers’ technology anxiety. Des
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“I want to help but customers mistreat me”: the dual moderating role of prosocial motivation on the impact of customer mistreatment International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-11-12 Wenzhu Lu, Jialiang Pei, Xiaolang Liu, Lixun Zheng, Jianping Zhang
Purpose Based on the stressor-detachment theory, this study aims to investigate the effect of daily customer mistreatment on proactive service performance and ego depletion, mediated by psychological detachment inhibition during the evening. Additionally, this study endeavors to investigate the dual moderating role of prosocial motivation. Design/methodology/approach A time-lagged, diary daily survey
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Effects of green innovation ecosystem coopetition, environmental management practices and digital innovation on carbon footprint reduction International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-11-06 Fabricia S. Rosa, Rogério João Lunkes, Mauricio Codesso, Alcindo Cipriano Argolo Mendes, Gabriel Donadio Costa
Purpose The purpose of this article is to analysis of the effects of green innovation ecosystem coopetition (cooperation and competition), environmental management practices (EMPs) and digital innovation (DI) on carbon footprint reduction. Design/methodology/approach To conduct the study, a questionnaire was administered to hotel managers from different regions of Brazil. Data were collected from 197
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A triadic model of job retention and turnover dynamics in the hospitality industry International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-31 Robertico Croes, Hugo Padrón-Ávila, Manuel Rivera, Chaithanya Renduchintala
Purpose This study aims to examine key factors influencing hospitality employee turnover in a post-pandemic context, challenging conventional assumptions about the role of demographics and work-related factors in retention decisions. Design/methodology/approach The research adopted a comprehensive framework using the capability approach and geospatial data analysis, integrating social vulnerability
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Exploring memorable experiences in luxury hotels International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-25 Jessica C. Murray, Robert J. Harrington, Prakash K. Chathoth, M. Sajid Khan
Purpose This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to guest outcomes. While research into memorable experiences has gained traction, the theoretical underpinnings of what makes an experience memorable in a luxury hotel setting are not well documented. Design/methodology/approach
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Women empowerment in restaurants: effects of femvertising, purplewashing and feminist identity on consumers’ willingness to pay a premium International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-25 Yizhi Li, Xi Yu, Ruoxi Qi, James Petrick
Purpose Despite the increasing popularity of women-owned businesses in the marketplace, relatively few studies in the hospitality literature have focused on these businesses. Hence, this study aims to examine the impact of femvertising and purplewashing on consumers’ willingness to pay a premium at women-owned restaurants, as well as the role of feminist self-identification and psychological closeness
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Mired in tasks: how daily workplace multitasking shapes employee service innovation behavior International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-22 Peng Xie, Fen Fen Tian
Purpose Drawing on conservation of resources theory, this paper aims to propose that daily multitasking increases employees’ daily role pressure, ultimately hindering their service innovation behavior. Furthermore, we suggest that trait mindfulness may mitigate this negative impact. Design/methodology/approach To empirically test the study hypotheses, this paper conducted a multilevel diary field study
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Unraveling the customer orientation paradox International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-22 Hyunghwa Oh, WooMi Jo, Jinok Susanna Kim, Jeongdoo Park
Purpose This study aims to examine the roles of customer orientation (CO) and two distinct stress coping strategies – problem-focused (PC) and emotion-focused (EC) – in the positive relationship between customer incivility (CI) and job stress (JS). Design/methodology/approach Data were collected via a survey of casino dealers in South Korea. Common method variance was assessed using an unmeasured latent
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Decoding organisational attractiveness: a fuzzy multi-criteria decision-making approach International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-21 Sanaz Vatankhah, Hamid Roodbari, Roya Rahimi, Atrina Oraee
Purpose High-skilled employees are crucial for sustained competitive advantage of organisations. In the “war for talent”, organisations must position themselves as attractive employers. This study aims to introduce a unified framework to systematically identify and prioritise organisational attractiveness (OA) components, focusing on the extreme context of the airline industry. Design/methodology/approach
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What drives viewers’ engagement in travel live streaming: a mixed-methods study from perceived value perspective International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-17 Yuangao Chen, Liyan Tao, Shuang Zheng, Shuiqing Yang, Fujun Li
Purpose The purpose of this study is to explore the factors influencing viewers’ engagement intention in travel live streaming (TLS) from a perceived value perspective. Design/methodology/approach This study used a mixed-methods approach. In Study 1, 48 semistructured interviews were analyzed based on grounded theory and perceived value theory, and a research framework was established to investigate
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Understanding the drivers of consumers’ acceptance and use of service robots in the hotel industry International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-16 Heesup Han, Sung In Kim, Jin-Soo Lee, Inyoung Jung
Purpose This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots. Design/methodology/approach A mix of symmetrical and asymmetrical modeling methods was used for the data analysis. The symmetrical modeling was used to find the net effects, whereas asymmetrical modeling was adopted to find
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Age-inclusive hospitality and tourism: navigating the metaverse travel with avatar International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-09 Fei Hao, Ki-Joon Back, Kaye Kye Sung Kye-Sung Chon
Purpose This study aims to investigate the impact of virtual tours on the engagement and travel intentions of older adults, emphasizing the role of emotional and informative content. It aims to enhance travel confidence and reduce stress among older travelers, fostering inclusive tourism through advanced avatar technology. Design/methodology/approach Using two between-subjects experiments, this research
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Ethical artificial intelligence (AI): principles and practices International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-08 Rob Law, Huiyue Ye, Soey Sut Ieng Lei
Purpose This study aims to delve into the ethical challenges in artificial intelligence (AI) technologies to underscore the necessity of establishing principles for ethical AI utilization in hospitality and tourism. Design/methodology/approach A narrative review of research on ethical AI across diverse realms was conducted to reflect current research progress and examine whether sufficient measures
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Talent management in the hospitality and tourism industry: the role of societal and organisational culture International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-10-01 Foteini Kravariti, Stefan Jooss, M. Claudia Tom Dieck, Paraskevi Fountoulaki, Farhad Hossain
Purpose The purpose of this paper is to examine the role of societal and organisational culture on talent management (TM) within the Greek hospitality and tourism (H&T) industry. Specifically, this study tests societal culture’s effect on TM approaches and the mediating role of organisational culture. Design/methodology/approach In this quantitative study, the questionnaire sample included employees
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Exploring the critical attributes of robot chef restaurants and their impact on customer perceived value: a mixed-methods study International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-26 Jinhong Gong, Xinhua Guan, Tzung-Cheng Huan
Purpose This study aims to explore the key attributes of robot chef restaurants and their influencing factors from the perspective of customers and analyzes how these key attributes affect customer perceived value. Design/methodology/approach A mixed-methods research design was used in this study. Using 473 online reviews and ratings (Study 1), the research summarized customers’ evaluations on three
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Effects of customer inoculation on artificial intelligence service failure International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-24 Lu (Monroe) Meng, Jiuqi Chen, Mengya Yang, Yijie Wang
Purpose This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience. Design/methodology/approach Four distinct studies were conducted:
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Drivers of social sustainability practices: quality management, human capital and innovation International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-24 Juan José Tarí, Eva M. Pertusa-Ortega, María D. López-Gamero, Jorge Pereira-Moliner
Purpose This study aims to examine the relationships between quality management, human capital and innovation (both incremental and radical), and social sustainability practices in hospitality. Also considered are the mediating roles of human capital and innovation. Design/methodology/approach The study considers 365 hotels located in Spain, using a structural equation model based on Partial Least
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A critical insight into the intersection of sustainability and technology International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-24 Anam Afaq, Loveleen Gaur, Gurmeet Singh, Michal Erben, Alberto Ferraris
Purpose This paper aims to explore the role of blockchain (BCT) and Artificial Intelligence (AI) technologies in enhancing and incentivizing environmentally responsible, socially inclusive and economically viable tourism practices within the hospitality and tourism (H&T) industry. Design/methodology/approach This study is based on a critical reflection research approach that enables a synthesis of
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Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-24 Siamak Seyfi, Tan Vo-Thanh, Mustafeed Zaman
Purpose Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical literature, this study aims to explore how this generation’s distinct behaviors are reshaping customer expectations and workforce trends within the sector. Design/methodology/approach A critical synthesis of empirical studies
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What factors motivate customers to embrace a metaverse hotel? International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-23 Jungsun (Sunny) Kim, Mehmet Erdem, Boran Kim
Purpose This paper aims to investigate the influence of four motivational elements (i.e. utilitarian, hedonic, social and escapism motivations) on the propensity of customers to utilize a metaverse hotel, as well as whether age, gender and mobility disability play substantial moderating roles in these relationships. Design/methodology/approach Data was gathered from 843 US residents who had experienced
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Augmented reality marketing in hospitality and tourism: a guide for researchers and managers International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-23 M. Claudia tom Dieck, Dai-In Danny Han, Philipp A. Rauschnabel
Purpose The hospitality and tourism industry is strongly influenced by new and immersive technologies, such as augmented reality (AR), to enhance customer experiences across a diverse set of touchpoints throughout the visitor journey. This paper aims to provide a holistic understanding of AR marketing for this industry context, present a number of fundamental premises of AR marketing within it and
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Metaverse technologies in hospitality: using the theory of consumption values to reveal consumer attitudes and trust factors International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-17 Debarun Chakraborty, Prashant Mehta, Sangeeta Khorana
Purpose This study aims to apply the theory of consumption value to analyze the utilization of Metaverse technologies within hospitality and tourism while examining the factors that impact consumer intentions to use the Metaverse. Design/methodology/approach This paper aims to consider an extensive study spanning the period October 2021 to March 2023 was conducted to understand the shifts in an individual's
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Cognitive–analytical and emotional–social tasks achievement of service robots through human–robot interaction International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-06 Sunny Sun, Huiyue Ye, Rob Law
Purpose Along with the development of the robotics industry, service robots have been gradually used in the hospitality industry. Nevertheless, service robot categorization and the fulfillment of the cognitive and emotional needs of consumers by hotel service robots have yet to be fully explored. Hence, the purpose of this study are to categorize hotel service robots, to explore consumers’ robot hotel
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Airbnb customer experience in long-term stays: a structural topic model and ChatGPT-driven analysis of the reviews of remote workers International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-09-02 Jose M. Ramos-Henriquez, Sandra Morini-Marrero
Purpose This study aims to characterize remote workers’ Airbnb experiences through the cognitive outcomes of their experiences and to consider the differences between long and short stays. Design/methodology/approach The structural topic model methodology was used to identify relevant topics. Data were collected from InsideAirbnb for Lisbon, Portugal and Austin, Texas, USA, for 2022 and early 2023
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Travelling with open eyes! A study to measure consumers’ intention towards experiencing immersive technologies at tourism destinations by using an integrated model of TPB, TAM captured through the lens of S-O-R International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-30 Sujood, Pancy
Purpose Immersive technologies fully immerse users in augmented environments for interactive experiences. The purpose of this study is to measure consumers’ intention towards experiencing immersive technologies at tourism destinations using an integrated theory of planned behaviour (TPB) and technology acceptance model (TAM) model within the stimulus-organism-response (S-O-R) framework, including motivation
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The metaverse experience: a big data approach to virtual service consumption International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-30 Aikaterini Manthiou, Van Ha Luong, Kafia Ayadi, Phil Klaus
Purpose The experience of leaving the real world and entering a virtual service environment makes many individuals happy. This study heeds the call by multiple researchers to conceptualize, interpret and illustrate the impact of the perceived service experience in the metaverse in a holistic way. In particular, this study aims to understand how the consumption of experiences is perceived in a metaversal
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Heuristics and biases in human–algorithm interaction and hotel revenue management override decision-making International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-29 Ibrahim Mohammed, Basak Denizci Guillet
Purpose This study aims to provide insights into human–algorithm interaction in revenue management (RM) decision-making and to uncover the underlying heuristics and biases of overriding systems’ recommendations. Design/methodology/approach Following constructivist traditions, 20 in-depth interviews were conducted with revenue optimisers, analysts, managers and directors with vast experience in over
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Viewing hospitality from an interdisciplinary lens: a systematic review of 30-year research on hospitality in health care International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-20 YunYing (Susan) Zhong, Timothy Bottorff, Jianwen Li, Ladda Thiamwong, Susanny J. Beltran
Purpose This study aims to examine the conceptual and empirical operations of hospitality at its intersections with health care, which includes medical and senior care. Design/methodology/approach This study conducts a systematic review of literature on hospitality in health care published in hospitality, tourism and leisure journals spanning from 1990 to 2023. A total of 50 studies meeting the inclusion
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How immersive technologies impact behavioral responses in destination marketing: the role of physiological arousal, presence, and age International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-12 Michele Di Dalmazi, Marco Mandolfo, Jaime Guixeres, Mariano Alcañiz Raya, Lucio Lamberti
Purpose This paper aims to investigate the effectiveness of immersive virtual reality (VR) media and the influence of user’s age in the context of destination marketing by exploring their impact on cognition (presence), affection (arousal), and behavioral (intention to visit and intention to recommend the destination) outcomes. Design/methodology/approach A laboratory experiment was conducted to compare
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How position level, hotel classification and brand category affect attitudes toward disabled colleagues International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-07 Janelle Chan, Sean McGinley
Purpose Due to the global labor shortage, the labor-heavy and high turnover hospitality industry is now recruiting from nontraditional sources. This study aims to investigate the views of people in the hotel industry to better understand how people with disabilities can obtain jobs in the hotel industry and how they are treated. Design/methodology/approach The study used a constructivist approach to
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Technology for sustainability: the impact of Avatar-led Green Training on OCBE and green creativity International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-05 Fei Hao, Wailing Ng, Adil Masud Aman, Chen Zhang
Purpose This study evaluates the impact of Avatar-led Green Training on enhancing organizational citizenship behavior for the environment (OCBE) and green creativity among employees in the hospitality sector. This study aims to understand how such innovative training influences green engagement and workplace spirituality, exploring the role of employees’ biospheric values in this context. Design/methodology/approach
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How foodstagramming posts influence restaurant visit intention: the mediating role of goal relevance and mimicking desire International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-02 Yun Victoria Chen, Xin Jin, Sarah Gardiner, IpKin Anthony Wong
Purpose This study aims to explore the role of social media visual posts (known as foodstagramming) on restaurant visit intention. Drawing on the heuristic–systematic model and normative focus theory, this research introduces a framework that assesses the effects of key foodstagramming attributes – vicarious expression, aesthetic appeal and post popularity – and the mediating roles of goal relevance
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The influence of consumer confusion on the repurchase intentions of hotel guests: the role of brand loyalty and customer satisfaction International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-08-01 Muhammed Baykal, Ahu Yazıcı Ayyıldız, Erdogan Koc
Purpose This study aims to investigate the influence of customer satisfaction and brand loyalty on hotel guests’ repurchase intentions when they experience consumer confusion. Design/methodology/approach A quantitative research method was used in the study and the data were collected through a survey. A survey was used to collect data from 406 hotel guests staying at four and five-star hotels. The
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Evaluating user engagement via Metaverse environment through immersive experience for travel and tourism websites International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-07-31 Nida Shamin, Suraksha Gupta, Matthew Minsuk Shin
Purpose The purpose of this paper is to explore user engagement (UE) within the Metaverse (MV) environment, emphasising the crucial role of immersive experiences (IEs). This study aims to understand how IEs influence UE and the mediating effects of hedonic value (HV) and utilitarian value (UV) on this relationship. Additionally, the authors examine the moderating impacts of user perceptions (UPs) such
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Impact of virtual reality experiences on destination image and visit intentions: the moderating effects of immersion, destination familiarity and sickness International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-07-25 Rafael Anaya-Sánchez, Francisco Rejón-Guardia, Sebastian Molinillo
Purpose The aims of this study are to explore how the experience of “visiting” a destination in a virtual reality (VR) technology environment influences destination image and visit intentions and to evaluate the moderating effects of the immersion level of the technology, destination familiarity and VR sickness. Design/methodology/approach An empirical study was conducted in a laboratory, using two
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Experience design of lifestyle communities: the future of hospitality and tourism International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-07-25 Tingting (Christina) Zhang, Nan Hua, Jaewan Heo, Youcheng Wang, Abraham Pizam
Purpose This paper aims to provide a critical reflection on the experience design of the lifestyle communities in the hospitality and tourism industry. Specifically, this paper proposes a conceptual model that governs experience design in creating unique and memorable experiences for lifestyle communities. Design/methodology/approach This paper is based on a critical analysis of emerging phenomena
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Let pictures speak: hotel selection-recommendation method with cognitive image attribute-enhanced knowledge graphs International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-07-22 Haoqiang Sun, Haozhe Xu, Jing Wu, Shaolong Sun, Shouyang Wang
Purpose The purpose of this paper is to study the importance of image data in hotel selection-recommendation using different types of cognitive features and to explore whether there are reinforcing effects among these cognitive features. Design/methodology/approach This study represents user-generated images “cognitive” in a knowledge graph through multidimensional (shallow, middle and deep) analysis
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Racial discrimination against Asian American employees: impact of employee coping strategies on employee competence and work quality of life International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-07-17 Kawon Kim, Bongki Woo
Purpose This study aims to investigate the effects of workplace racial discrimination among Asian American (AA) employees in the restaurant industry and examines what kinds of employee coping responses can mitigate its detrimental effects on their work behaviors. Design/methodology/approach This paper uses an exploratory sequential mixed-methods approach, starting with a qualitative study using the
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Exploring new realms or losing touch? Assessing public beliefs about tourism in the metaverse–a big-data approach International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-07-16 Ali B. Mahmoud, Leonora Fuxman, Yousra Asaad, Konstantinos Solakis
Purpose The Metaverse is rapidly reshaping the understanding of tourism, yet the public perception of this new domain remains largely uncharted empirically. This paper aims to build on the technology acceptance model (TAM) and diffusion of innovations theory (DIT) to fill this gap, offering crucial insights that could inform scholars and practitioners in both the tourism and technology sectors. De
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Virtual reality vs traditional previews: the role of self-construal in customer decision-making International Journal of Contemporary Hospitality Management (IF 9.1) Pub Date : 2024-07-16 M. S. Balaji, Yangyang Jiang, Yogesh K. Dwivedi, Abhishek Behl, Kokil Jain
Purpose This paper aims to explore the effectiveness of 360-degree virtual reality (VR) videos compared to traditional preview modes in shaping customer perceptions and behavioral intentions toward the hospitality service provider. Specifically, the study investigates how self-construal moderates this relationship, offering novel and nuanced understanding of the customer decision-making process in