Emerging evidence of the impact of algorithmic HRM (AHRM) indicates the positive implications of immersive technologies like artificial intelligence (AI) and algorithmic management on an organization’s socio-technical systems, stimulating the need to explore its adverse effects on the workforce and organizations in particular in hospitality industries. One such under-researched topic is stress well-being

Friendship is a fundamental pillar of human existence, shaping both personal and professional lives. While extensive research has highlighted these benefits across various industries, their implications within the hospitality sector remain unexamined. Furthermore, existing studies are fragmented and lack theoretical coherence and continuity, which limits their applicability for scholars and practitioners

Perceived overqualification is more common than ever among hospitality employees due to workforce shifts and characteristics of hospitality jobs. While previous research suggests that perceived overqualification leads to person-job fit directly, we argue that how employees cope with perceived overqualification can largely influence their perceptions of person-job fit. Drawing on the transaction theory

The application of service robots has been reshaping service practices and experiences in the hospitality and tourism industry. It is common for robots to be assigned human-specific characteristics (either humanlike or non-humanlike) and gender-specific traits (either feminine or masculine). Three experimental studies were conducted to explore how robot human-likeness and robot gender influence customers’

While green demarketing assists companies in facilitating environmental practices, prior studies also support green demarketing as a key factor in sustaining a company’s performance. However, there is limited knowledge about the effects of green demarketing on various aspects of sustainable performance, including environmental performance, economic performance, and social performance. Additionally

This study investigates the serial indirect effects of atmospheric conditions on consumer behavior, including visit intention, purchase intention, and actual purchases, mediated by immersion and emotions. The research explores how these relationships are moderated by familiarity with the environment, gender, and atmospheric sensitivity, specifically within Starbucks locations in France. Employing a

Generational Cohort Theory (GCT) posits that consumers’ attitudes, values, and behaviors are influenced by the generational cohort they belong to. While Generation Z is often portrayed as socially and environmentally conscious, limited empirical research has examined their actual online engagement with sustainability issues. This study builds on GCT to explore how Gen Z participates in electronic word-of-mouth

Perception of service provider sustainability is a current research topic because of its impact on customer behavior. This study examines the effects of perceived corporate social responsibility (CSR) of restaurant service providers on customer behavior, focusing on its impact on anticipated emotion, which may predict customer participation intention. This study designed and tested a new model using

The increasing adoption of Algorithmic Management in the hospitality sector presents a number of challenges and opportunities. Emergent research has considered the impacts on operational staff. However, the implications for frontline managers, who have to negotiate between the interests of multiple stakeholders and organisational pressures, are less well understood. This paper examines key factors

This study seeks to develop a broad-based understanding of the non-adoption of food sharing apps (FSAs) by hospitality businesses. This study answers three research questions: First, what are the perceived risks of FSAs that prevent their adoption by hospitality organizations; second, what are the perceived benefits of FSAs that are likely to encourage their adoption by hospitality organizations; and

Different forms of capital can facilitate preparedness, response, and recovery from adversity. However, existing hospitality studies often focus on specific forms, lacking a comprehensive multi-level assessment. This study uses the community capital framework (CCF) to explore how various forms of capital are utilized in organizational resilience building through a retrospective and prospective lens

Overbooking is a widespread revenue-management practice, designed to counter losses associated with cancellations, no shows, and early departures. However, positive outcomes are not guaranteed because its contribution depends on the accuracy of the forecast, and the cost of overselling, including a potential long-term negative impact on customer satisfaction, reputation, loyalty and demand. This study

Understanding the new T-cruiscape (a servicescape integrated with technological services in the cruise industry) onboard cruise ships is key for managers. Therefore, this research integrated the T-cruiscape, flow experience, and subjective well-being within the Stimuli–Organism–Response framework to examine how the T-cruiscape shapes the passenger flow experience and enhances their well-being and how

RFM analysis is the behavior-based model that classifies customers based on the recency (R), frequency (F), and monetary (M) of their transactions. A common way to use RFM analysis is to aggregate all data to generate R, F, and M values rather than considering goods or services. However, the RFM values should be calculated by considering the transaction characteristics of the Rooms, Food and Beverage

The use of innovative technologies in restaurant premises has transformed the roles of service employees and customers. The present research aimed to estimate the level of awareness of the transformed roles of the two key parties, and examine how the role stress caused by changed roles affects psychological empowerment, which in turn contributes to collaborative value co-creation. The consequences

In the hospitality industry, online scarcity messages (e.g., “20 % discount, only 1 room left” or “20 % discount, only 1 day left”) are often used to increase purchases by capturing consumers’ visual attention. Although the fundamental purpose of online scarcity messages is to grab visual attention, most studies have thus far relied on self-reported data. In consequence, the scholarly understanding

Human resource management and supply chain management literature have largely evolved in parallel, with insufficient attention paid to the interrelationships between them in driving sustainable performance. Drawing on natural-resource-based view, this study aims to determine the synergic effect of green human resource management (GHRM) practices and green supply chain management (GSCM) practices on

The objective of this study is to conduct a comprehensive analysis of the antecedents influencing firm-level hotel environmental performance. Additionally, this research investigates whether national culture, specifically individualism versus collectivism and short-term versus long-term orientation, and response rate moderate these relationships. Articles published from 2000 onward were analyzed using

The extant hospitality literature has predominantly discussed the positive aspects of organizational citizenship behavior, rarely examining its dark side. Based on Conservation of Resources theory, this study examines the influence of both organizational citizenship behavior and compulsory organizational citizenship behavior on citizenship fatigue. Using a three-wave approach, data was collected from

Academics and practitioners have acknowledged that LGBTQ+ customers look for brands perceived as LGBTQ+ friendly; and therefore, LGBTQ+ friendly brand management has become of great interest to hospitality business. This research focuses on LGBTQ+ customers’ perceptions of brand legitimacy in the LGBTQ+ friendly hotel branding context. Two experiments are conducted to examine how LGBTQ+ customers evaluate

Online food delivery service is a rising sector and has been getting increasing attention in service marketing studies. Building on the customer attribution theory, the current research aims to investigate dissatisfaction with restaurant service after a negative online food delivery service encounter and the consequent emotional and behavioral outcomes. An online survey has been distributed, and a

Within casual dining restaurants that provide table service, more than a third of food waste is associated with customers being unable to finish the food on their plates. Service staff can play a crucial role in reducing food waste in these establishments by offering diners timely advice; however, this topic has not received sufficient attention from researchers and practitioners. This study aims to

Although the National Restaurant Association advocates for African American restaurant ownership, and with known financing difficulties for African American entrepreneurs, there is a dearth of African American restaurant financing research. The present study explores strategies that African American restaurateurs can use to secure financing in the conventional capital market with a qualitative design

As artificial intelligence (AI) and automation technologies continue to advance, hospitality businesses must embrace these innovations to remain competitive. While previous research has primarily focused on employee perspectives regarding issues such as retention and service quality, this study takes a managerial viewpoint to explore the factors influencing AI adoption, the managerial outcomes, and

Based on the broaden-and-build theory, we propose an IT mindfulness-driven model to explain how AI-assisted cross-cultural training the potential has to develop hotel newcomers’ cultural intelligence, career adaptability, and career development confidence. Partnered with Jorizon, an information technology firm that designed the AI-assisted cross-cultural training platform, we collected data from 484

For autonomous delivery robots to have commercial viability in smart cities, consumers’ intention to adopt them is crucial. To examine this, the Expectation-Confirmation Theory and Fit between Individuals, Tasks, and Technology framework are applied, and this study aims to examine the adoption intentions of the autonomous delivery robots by interpreting confirmation and interaction quality. A survey

This study investigates the intellectual structure and evolution of diversity, equity, and inclusion (DEI) research in hospitality and tourism literature up to 31 December 2023. Employing a quantitative systematic literature review, this paper uses bibliometric methods – including co-citation and bibliographic coupling analysis – to uncover key themes, trends, and gaps in existing research related

This study aims to investigate the potential effects of AI service robots on frontline employees (FLEs) in the hospitality industry. Drawing on coping theory, we established a theoretical model to study the responses of FLEs when they work alongside service robots, which is represented by the variables of infrastructure capability (IC) and service robot performance (SRP). We considered organizational

Tipping is an expense that consumers are free to avoid but has been provided to waitstaff as an incentive to deliver good service. Five studies investigated consumers’ willingness to robo-tip in casual dining restaurants. The authors empirically demonstrate that perceived tipping fairness can enhance consumers’ willingness to robo-tip by strengthening the spillover effect between restaurants’ altruistic

This study explores chefs' creativity in managing food waste, a significant yet understudied issue in professional kitchens. By employing an exploratory qualitative design and semi-structured interviews (n:16), it reveals a "chain of adjustments"—incremental changes chefs make across kitchen operations, such as design and workflow to minimise waste. Though minor, these innovative and resourceful practices

Employees care about how others perceive them in organizations; what if this “other” is a robot? This research aims to investigate the impact of collaboration with AI (CWAI) on the impression management concerns (IMC) of employees in the catering and hotel industry, as well as the boundary conditions of this impact. The results of two experiments show that CWAI reduces employees' IMC, and AI anthropomorphism

While the existing research has paid great attention to how organizational citizenship behaviors (OCBs) benefit organizations, coworkers, and customers as OCB targets, this study examined the potential desirable outcomes that OCBs bring to individual OCB performers. Furthermore, despite the consensus regarding the importance of OCBs, previous research has predominantly focused on their antecedents

The Artificial Intelligence of Things (AIoT)—a concept rarely explored in previous research—can effectively and precisely employ machine learning-based artificial intelligence (AI) to deliver not only personalized but also relational customer experience. This study investigated the role of AIoT in enhancing the intelligence of smart hospitality customer experience through a mixed-methods approach.

In pursuit of competitive advantage, hotel firms need to succeed in market pioneering. Nonetheless, how green data-driven mechanisms promote hotel market pioneering is not fully understood. Informed by dynamic resource and capability perspective, this research aims to examine how big data on environmental conservation and predictive analytics (BDECPA) (i.e., analyzing big data on environmental conservation

Based on stakeholder theory and resource-based view, the aim of this paper is to study whether accessibility and social innovation have positive influences on the competitive advantage and performance of hotel companies directly; and whether accessibility has a positive influence on competitive advantage and performance indirectly through social innovation. For this purpose, a structural equation model

The drivers of customer repurchase intentions following service recovery are dynamic and it is vital to accurately identify them. Yet, how the relationship between perceived fairness and its outcomes evolves remains unclear. Using a longitudinal examination of customers who use online travel agencies, this study tests research gaps using a latent growth model. The findings demonstrate that customers’

Although research on employee AI awareness is gradually increasing, existing work lacks valid conceptualization and measurement scales. Scholars mostly interpret this concept from the perspective of job insecurity and stress, and there is no consensus on the consequences of AI awareness. This study employs two separate investigations to construct an augmented–depleted framework for AI awareness and

This study examines how antecedents, specifically dispositional factors such as Achievement, Affiliation, and Power, along with hotel class, influence revenue outcomes, including average daily rate (ADR), Revenue per Available Room (RevPAR), and Occupancy (OCC). Analyzing 699 TripAdvisor reviews from 2019 to 2024, the research employs structural equation modeling to assess the relationships between

This study employs grounded theory to explore the memorable experiences of international tourists at the Yanggakdo Hotel in Pyongyang, North Korea. Through an analysis of data sourced from online English reviews on Tripadvisor, a total of 171 concepts, 16 subcategories, and 6 main categories are identified. The core category revolves around tourists’ emotions, psychological changes, and memories. Findings

As commercial spaces, restaurants should assure inclusivity for parents and children. This study examined the restaurant servicescape within diversity, equity, inclusion, and accessibility, focusing on children and their parents. Accordingly, we identified inclusivity criteria for restaurants containing six categories of physical and managerial aspects: facility features, layout, ambiance, product

This research attempts to develop and test a research framework to explore how green shared vision (GSV) impacts employee organizational citizenship behavior for the environment (OCBE) and the single and serial multiple mediation impacts of environmental corporate social responsibility (ECSR) and green work engagement (GWE). We garnered data from hotel employees in Seoul. Using structural equation

Social media marketing activities (SMMAs) on Instagram play a pivotal role in eliciting internal responses from fast-food customers. Based on the stimulus–organism–response (SOR) model, mere exposure effect, aesthetics-usability effect, affective events theory, and social identity theory, the study is the first to investigate how SMMAs of fast-food brands impact perceived creativity (PCR), positive

This study explores factors influencing tourists’ adoption of winery upcycled products, a potential food innovation to promote environmental, social, and economic sustainability through winery tourism. We examined how benefit and risk perceptions influence tourists’ attitudes, willingness to pay, and revisit intentions. Furthermore, we investigated the moderating effect of the upcycled product type

Technological opportunities are important for strengthening the hospitality industry's resilience to vulnerabilities caused by crises such as global disasters, outages, and pandemics. This study examines the relationship between technology investments, innovation strategies, and competitive performance in the hospitality industry. Employing a mixed-methods approach, qualitative and quantitative data

Technology has become essential in the hospitality industry to meet changing customer expectations, improve operations, and enhance service. However, the use of technology can sometimes weaken a hotel’s brand identity, especially in hotels where customers expect a heritage experience. Grounded in fluency theory, this research proposes that the introduction of technology disrupts the immersive experience

Reinforcing hospitality is a critical challenge for the healthcare industry, as creating a more hospitable environment can significantly enhance patients' experience, well-being, and recovery. During waiting periods, patients often engage in rumination — negative and repetitive thinking about their health condition — which diminishes their healthcare experience. Through five experiments, including

In the fast-paced and customer-centric hospitality industry, where employee engagement and proactive behavior are critical for service excellence, organizations face the challenge of fostering a motivated workforce. This paper explores how integrating play into work through Playful Work Design can enhance employee engagement and taking charge behaviors. Drawing on Self-Determination Theory, we propose

Calls to advance gender equality have increased in the hospitality sector, yet women still face discrimination in career progression. This study explores the implementation of gender equality initiatives as perceived by hospitality organizational actors and reveals the underlying cognitive mechanisms impacting effective implementation. Underpinned by critical realism, a qualitative case study was conducted

Emotional intelligence is a topic that has gained attention in the tourism and hospitality literature. However, the understanding of emotional intelligence is diverse, with multiple theoretical and methodological perspectives. This study analyzes publications on emotional intelligence in tourism and hospitality and assesses the state of the art. A bibliometric analysis of 97 studies reveals the complex

The main objective of this study is to find out how to form rapport between a golf caddie and a golfer based on the social penetration theory. The data was collected from 384 golf players in South Korea for this, and the data was analyzed using a confirmatory factor analysis and structural equation modeling in the AMOS program. The data analysis results indicated that there is a positive relationship

Automated service agents with different levels of artificial intelligence (AI) - mechanical, analytical, and emotional - are gradually replacing employees in their interactions with customers. Previous research suggests that these agents (e.g., chatbots) should embed human behavioral traits such as warmth, competence, and even automated social presence (i.e., perceiving that one is interacting with

This study utilizes actual restaurant sales data to investigate the factors influencing wine prices and overall revenue, offering practical insights into effective sales strategies. The findings show that later-arriving guests tend to purchase more expensive wine bottles, while the presence of a sommelier increases wine sales by 11.5 %, though it does not impact the price of the wine selected. Additionally

With the rapid development of artificial intelligence, intelligent customer service system based on intelligent recognition and natural language interaction has become a key factor to improve service quality in many service industries. However, the phenomenon of "high capability and low enthusiasm" in service recovery has become one of the major challenges in the development, design and deployment

This study explores the impact of COVID-19 on stock returns and the role of internationalization on the relationship between COVID-19 and stock returns by employing generalized estimating equations with weekly stock returns during 2020 for U.S. hotels and casinos. This study uncovers that as COVID-19 cases rose, hotel firms’ stock returns increased, while casino firms’ stock returns decreased. This

Grounded in situated cognition theory, this study explores the differential effectiveness of sense of presence (i.e., social vs. spatial presence) created by augmented reality mobile applications (AR apps) in crafting tourists’ AR-enhanced experience under product quality and fit uncertainties. An online survey conducted with 1970 users of tour apps indicates that social presence is more effective

Food trucks are crucial to food tourism for their authentic and innovative offerings. Based on the Diffusion of Innovation Theory, this study examines the predictors and mediators influencing consumer behavior in food truck consumption, with a particular focus on how waiting time acts as a moderator. Data were collected via an online sampling company. Symmetric analysis revealed that food quality and

This study explores the relationship between technology readiness, AI adoption, dynamic capabilities, sustainable competitive advantage, and technological turbulence, assessing their collective impact on value creation within the Malaysian hospitality industry. Employing the Resource-Based View, Dynamic Capabilities Framework, and Contingency Theory, the research analyzes these strategic elements'

Today, Haute Cuisine chefs not only create dishes but also initiate and lead cuisine movements and contribute to social systems with their innovative actions. Using an alternative theoretical lens (legitimacy-as-perception) to elaborate on the socio-cognitive aspects of innovations in the Haute Cuisine context might be helpful as it explains the mechanism considering cross-level legitimacy judgments