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Discovery of smart hotels’ competitiveness based on online reviews International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-23 Baobao Song, Haiyang Xia, Rob Law, Birgit Muskat, Gang Li
The rapid expansion of smart hotels in recent years has aroused researchers' interest in their competitiveness. While previous research has identified factors influencing the competitiveness of smart hotels, little effort has been devoted to understanding the specific competitive strengths and weaknesses of individual smart hotels. This study addresses the research gap by proposing a novel artificial
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Commercial friendships in pubs: Defining the quality, levels, and process International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-19 Sake Jan Velthuis, Ondrej Mitas, Erwin Losekoot, Marcel Bastiaansen
This research explores commercial friendship within Dutch pubs, focusing on the transition from transactional to personal interactions between bartenders and guests. The study uses semi-structured interviews and thematic analysis to reveal that commercial friendship shares many similarities with non-commercial friendship but differs in important aspects. We found six levels of commercial friendship
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The GAI marketing model: A conceptual framework and future research directions International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-19 Anil Bilgihan, Tarik Dogru, Lydia Hanks, Nathan Line, Makarand Mody
This research introduces the GAI Marketing Model, a comprehensive conceptual framework for understanding and applying generative artificial intelligence (GAI) within marketing, specifically in the hospitality and tourism sectors. Building on existing classifications of GAI, this model incorporates critical elements such as adoption factors, marketing stages, and downstream outcomes. The framework offers
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Masks, gloves, or robots? Factors influencing consumers’ health risk perceptions and behavioral intentions of in-restaurant dining International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-19 Karen Byrd, Lucheng Wang, Alei Fan, EunSol Her, Stephen Leitch, Yiran Liu
Servers wearing personal protective equipment (i.e., gloves and/or masks) and robot servers received increased attention during the COVID-19 pandemic. However, studies evaluating consumer health-risk perceptions and behavioral intentions related to these interventions post-pandemic are sparse. Therefore, based on perceived risk, social servicescape, and cue utilization theory, two experiments were
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The eyes have it: How do gender cues in wine labels influence U.S. women wine consumers? International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-18 Ruiying Cai, Demi Shenrui Deng, Christina Geng-qing Chi, Robert J. Harrington
Little is known about women wine consumers’ reactions to gender cues in marketing communication despite their increasing purchasing power. This research examines the effects of gender cues (feminine vs. masculine) in wine labels on women wine consumers' attitudes, sensory expectations, sensory evaluations, and purchase intentions. Two online experiments and one field test involving 462 valid responses
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Enhancing customers’ life satisfaction through AI-powered personalized luxury recommendations in luxury tourism marketing International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-16 Linxiang Lv, Siyun Chen, Gus Guanrong Liu, Pierre Benckendorff
Empowered by artificial intelligence (AI), luxury tourism and hospitality brands are increasingly using personalized recommendations as a novel approach to engage customers in the pre-purchase phase. While considerable research exists on customers’ post-purchase responses to luxury tourism products, their psychological states driven by personalized recommendations during the pre-purchase stage are
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Writing restaurant menu descriptions: The influence of word choice on consumer behavior International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-14 Carl Behnke, Sean (Sangwon) Jung, Yunmei (Mabel) Bai
This study examined the influence of words used in restaurant menu descriptions. Menu descriptions are typically short, communicating a great deal of information in a brief statement. Understanding the types of words that resonate most with consumers addresses a gap in menu research. Correspondingly, this study assessed how consumers process menu words to minimize ordering risk by applying a choice-based
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When incivility begets incivility among hotel employees: The moderating effects of trait mindfulness and negative affect International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-13 Zaid Oqla Alqhaiwi, Asanka Gunasekara, Tuan Luu, Nikola Djurkovic
The negative impact of workplace incivility on hospitality employees has garnered growing interest. However, most hospitality studies have focused on understanding the impact of customer incivility. Bridging this gap, this research draws on the negative reciprocity belief perspective to propose and test the positive impact of employees’ experience of incivility on their enactment of incivility, which
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A comprehensive review of the literature on continuous improvement approaches in food services management International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-13 Célia Monteiro, Ada Rocha, Vera Miguéis, Cláudia Afonso
Continuous improvement (CI) have been recognised as one of the most effective ways to improve organisational performance. However, there is a lack of research on this topic from a food service perspective. Thus, the aim of this work is to explore the adoption of CI-focused methodologies in food services and to understand how they contribute to improving the performance of these services. Critical success
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Drivers and inhibitors of consumers’ adoption of AI-driven drone food delivery services International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-13 Robin Nunkoo, Rajasshrie Pillai, Brijesh Sivathanu, Nripendra P. Rana
This study sheds light on the determinants of consumers’ adoption of artificial intelligence-driven drone food delivery service (AI-driven DFDS) using a mixed-methods approach. Interviews with hospitality industry professionals revealed several drivers and inhibitors of AI-driven DFDS adoption. Using these findings, we developed a theoretical model AI-driven DFDS adoption based on the premise of the
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A motivation-based study to explain accommodation choice of senior tourists: Hotel or Airbnb International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-13 Juan Luis Nicolau, Carla Rodríguez-Sánchez, Felipe Ruiz-Moreno
Senior tourists, traditionally known for using offline methods and staying in hotels, are increasingly using new technologies and opting for alternative accommodation forms. Based on the push and pull theory of motivation, the generational cohort and lifespan development theories, this study fills a gap in the literature and examines senior tourists’ choice between Airbnb and hotels. A random parameter
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Does one’s sense of psychological safety mitigate the link between workplace ostracism and employee vitality? Meaningful work as a boundary role International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-12 Md Karim Rabiul
The present study examines one’s sense of psychological safety as a mediator between workplace ostracism and vitality. It also tests meaningful work as a moderator between one’s sense of psychological safety and vitality. The present research collected cross-sectional data applying purposive and convenience sampling from 390 frontline hotel employees in Thailand. Workplace ostracism has a negative
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The effect of digital transformation: Boosting productivity in the restaurant industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-09 Woojin Lee, SooCheong (Shawn) Jang, Hong Soon Kim
This study investigated the effect of digital transformation on firm productivity in the restaurant industry. Based on the notion that digital transformation enables streamlined operations, this study hypothesized that digital transformation positively influences restaurant productivity in both front-of-house and back-of-house areas. Using text analysis, the annual reports of restaurant firms were
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Exploring the impacts of intention towards human-robot collaboration on frontline hotel employees’ positive behavior: An integrative model International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-07 Tung-Ju Wu, Ruo-Xi Zhang
This research aims to explain and predict frontline hotel employees’ intention towards human-robot collaboration (HRC) and their subsequent positive behaviors based on theory of planned behavior and job demands-resources (JD-R) model. The moderating role of perceived behavioral control towards HRC were also tested. Drawing from a preliminary interview study, we identified the critical determinants
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How anthropomorphism shapes restaurant customers’ consumption of plant-based meat alternatives: Perceptions, attitudes, and intention to visit International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-07 Zhenxian Piao, Wei Wei, Lu Zhang
Despite the prevalence of plant-based meat alternatives (PBMA), the acceptance of this novelty among restaurant customers has been overlooked. Using an experimental approach, we investigated the effectiveness of anthropomorphism in making PBMA appealing to non-vegetarians. Drawing on construal level theory, our findings suggest that anthropomorphism through abstract framing increases perceived human-likeness
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The progressive impact of career calling on voice behaviors through learning goal orientation: A moderated mediation model with affect spin International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-07 In-Jo Park, Xiaolin (Crystal) Shi, Peter B. Kim, Jiyoung Park
This research investigates how and why employees’ perception of career calling leads to their voice behaviors based on a conceptual model that incorporates learning goal orientation and affect spin. Lagged diary data collected from 223 dyads of hotel employees and their managers over four times, were analyzed to test the moderated mediation hypotheses. The results showed that career calling had a positive
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The relevance of vision sharing and innovative behavior on transformational leadership, charismatic influence and organizational citizenship behavior (OCB) International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-07 Chih-Hsing Liu, Wen-Pei Lin, Yen-Ling Ng, Ai-Ling Hsieh, Jun-You Lin
The growing emphasis on quality of life has propelled the development of and attention to the tourism and hospitality industry. However, this focus has also led to competitive challenges due to globalization and rapid market changes. This study employed a three-stage questionnaire method to distribute surveys and conducted a comparative analysis of 370 hotel employees. The research aimed to expand
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Gaps between customer compatibility and usage intentions: The moderation function of subjective norms towards chatbot-powered hotel apps International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-06 Mohammad Shahidul Islam, Chai Ching Tan, Rupa Sinha, Kareem M. Selem
This paper highlights to close existing gaps between customer compatibility and usage intentions, with a special emphasis on the moderation function of subjective norms and technology affordance-led compatibility factor in leveraging technology perceptions of usefulness and ease of use to usage intention. Employing Microsoft Form, 626 customers of five-star Egyptian hotels, responded and their responses
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When and why do cuteness cues intensify the power of message framing in promoting pro-environmental behaviors? International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-09-04 Miki I.T. Lei, Huiling Huang, Fiona X. Yang
Gain and loss message framing has been utilized to encourage consumers’ pro-environmental behaviors in the hospitality and tourism industries. However, little is known about when and why presenting different types of cuteness cues influences the relative effectiveness of gain-framed and loss-framed messages, despite the commonness of cuteness cues in the service environment. To address this gap, this
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Thriving at work as a mediator between high-performance human resource practices and innovative behavior in the hotel industry: The moderating role of self-enhancement motive International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-31 Muhammad Waheed Akhtar, Osman M. Karatepe, Elisa Rescalvo-Martin, Muhammad Rizwan
Our study proposes and tests a moderated mediation model. The objectives of our study are to assess: (a) thriving at work as a mediator between high-performance human resource practices (HPHRPs) and innovative behavior; (b) self-enhancement motive as a moderator between HPHRPs and thriving at work; and (c) self-enhancement motive as a moderator regarding the indirect positive effects of HPHRPs on innovative
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Impacts of CSR autonomy, self-expressiveness and hedonic value of CSR activity on guest citizenship and hotel brand preference International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-31 Rojanasak Chomvilailuk, Kenneth Butcher
Recruiting guests to participate in corporate social responsibility (CSR) activities during a vacation presents a dilemma for hotel managers – will such requests spoil a holiday? The study is significant because of increased investment by hotels in CSR activities and greater inclusion of hotel guests in CSR activities. We extend psychological wellbeing theory to evaluate the relative importance of
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Corrigendum to “You’re the Only One, or Simply the Best. Hotels differentiation, competition, agglomeration, and pricing” [Int. J. Hosp. Manag. 85 (2020) 102362] International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-24 Manuel Sánchez-Pérez, María Dolores Illescas-Manzano, Sergio Martínez-Puertas
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Conceptualizing the role of virtual service agents in service failure recovery: Guiding insights International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-22 Salman Majeed, Woo Gon Kim, Rawan Nimri
The hospitality industry employs artificial intelligence (AI) to positively influence customer psychological reactions and behavior. Our research addresses the challenges posed by AI service failure and explores the role of virtual service agents (VSAs) during the service failure recovery (SFR) process. In this study, we conducted a scoping review of 87 high-quality literature items published between
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A research agenda for occupational safety, health, & well-being in hospitality & tourism management International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-22 Katherine Ciarlante, Cynthia Mejia, Emily Broker
With the exception of the most recent years following the global pandemic, hospitality and tourism-related research specifically examining worker safety, health, and well-being has not been a topic at the forefront in the discipline. Pre-pandemic studies investigating worker well-being frequently used dependent variables such as job satisfaction, turnover intention, and organizational commitment as
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Returns to scale, technical and efficiency changes in the Spanish hotel industry using technological heterogeneity models International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-16 Christian Hernández-Guedes, Jorge V. Pérez-Rodríguez, José M. Pérez-Sánchez
This paper analyses returns to scale, productivity growth and its decomposition in the Spanish hotel industry (period 1997–2019). To do so, we consider that hotels can have technological heterogeneity and, therefore, parameters in their production function can differ between them. Also, we use a multiple input and output production function based on an output distance stochastic frontier approach with
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The development of a calling by hospitality employees during an extreme event International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-15 Abby Jingzi Zhou, Yangyang Jiang, Steven Shijin Zhou, Émilie Lapointe, Yuntao Bai
This study explores the development of a calling by hospitality employees during extreme events. Despite the importance of a calling in the hospitality industry, the process of its cultivation has not been explored. Using event system theory and research on sensegiving and sensemaking, we explore the evolution of employee perceptions of an extreme event and the impact of this evolution on the development
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Corporate identity management: A study of employees’ perceptions in the context of the retail and the hospitality and tourism sectors International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-13 Pantea Foroudi, Ceyda Paydas Turan, TC Melewar, Charles Dennis, Nektarios Tzempelikos
This research delves into the evolving landscape of corporate identity and its interplay with corporate reputation. To construct a relevant corporate identity scale, we relied on the existing literature and conducted comprehensive interviews with personnel in the hospitality and tourism, and retail sectors. We then gathered survey responses from 690 individuals in hospitality and tourism, and 649 in
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The demand for safety measures in the hospitality industry: Changes over three phases of a pandemic International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-13 Lori Pennington-Gray, Seonjin Lee
This study examined three phases of a pandemic for changes in demand for safety measures implemented by the hospitality industry. Findings suggested that as demands for safety changed over the different phases, the interplay between safety compliance and the three pillars of the Social Impact theory became more pronounced. Results found that health and hygiene practices became significantly more influential
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When can empowering leadership foster intrinsic motivation and proactive performance in the tourism and hospitality industry? A moderated mediation model International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-12 Abuelhassan Elshazly Abuelhassan, Sultan Sabar Alharbi, Sawsan Haider Abdullah Khreis, Malak Mohsen Alharbi
Integrating the model of proactive motivation and self-verification theory, this study investigates the conditional indirect effect of internal locus of control (ILC) and general self-efficacy (GSE) on the association between empowering leadership (EL) and proactive customer service performance (PCSP) via intrinsic motivation (IM). Using two samples of 860 employees from two separate studies, the findings
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Digital natives on the rise: A systematic literature review on generation Z's engagement with RAISA technologies in hospitality services International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-10 Mengni Fu, Barry Fraser, Charles Arcodia
Technological disruptions, health crises, persistent labour issues, and demographic shifts have elevated the importance of RAISA (robots, artificial intelligence, and service automation), and Generation Z for hospitality organisations. This study reviews 81 peer-reviewed articles using bibliometrics, quantitative frequency, and qualitative thematic analysis to examine Generation Z's engagement with
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The effects of over-service on restaurant consumers’ satisfaction and revisit intention International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-10 Wenjing Li, Yuchen Xu, Ting Jiang, Catherine Cheung
How do consumers respond to over-service behaviors in restaurants? Based on the transactional theory of stress and coping, this research investigates the negative effects of over-service on restaurant consumers. A cross-sectional study and two experimental studies were conducted. The results revealed that over-service can become a stressor, intensifying consumers’ perceived service stress and exerting
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Can hospitableness promote patients’ eWOM behaviour? The role of perceived overall fairness, treatment effectiveness and disease severity International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-09 Jingyan Liu, Jiaman Liu, Hailin Qu
Hospitableness within healthcare settings is increasingly recognized in the literature. However, despite the significance of electronic word-of-mouth (eWOM) behaviour, our understanding of how hospitableness influences patient perceptions and behaviours remains limited. This study utilizes fairness heuristic theory as a theoretical framework to assess how hospitableness affects patients' eWOM behaviour
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The effect of resilient leadership on employee resilience during a crisis in tourism & hospitality firms: A self-determination perspective International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-08 Jiangchi Zhang, Chaowu Xie, Songshan (Sam) Huang
This study explores how resilient leadership impacts employee resilience during crises, drawing from self-determination theory and substitute for leadership model. It establishes a conceptual model wherein resilient leadership influences employee resilience through mediators: felt responsibility, belief restoration, and calling, moderated by environmental dynamism. Surveying 67 tourism and hospitality
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Past reflection and future selection: A study of green hotel choices International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-07 Xinying Zeng, Anna Kralj, Rawan Nimri, Yaoqi Li
The effectiveness of green practices implemented in the hospitality industry is contingent upon consumer engagement. Time perspective has proven to significantly impact consumer behavior, but few studies of green hotels have paid attention to past time perspective. This study addresses this research gap by exploring how past time perspective influences the behavioral intentions towards green hotels
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When patrons become perpetrators: Examining the negative effects of customer incivility for Hospitality employees International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-07 Shalini Srivastava, Poornima Madan, Ebtesam Abdullah Alzeiby, Rahul Bodhi
Employee turnover in the hotel industry is rampant and is one of its most significant challenges. Customer incivility is one of its prominent precipitators and therefore calls for an in-depth understanding of the hospitality context. Seeking affective events theory as a theoretical lens, the study seeks to understand how customer incivility creates a negative spiral for employees resulting in undesirable
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AI robots over sommeliers? Exploring the service provider effect on diners’ wine ordering decisions at restaurants International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-03 Lu Lu, Meichen Hua, Xiaoyang Sun, Rong Zou, Bingna Lin
Wine purchases can be uncomfortable for many restaurant consumers. This research investigates the service provider’s effect on diners’ behavioral intentions after ordering wine, conditioned by the relationship closeness of dining companions. Findings from two studies suggest that sommeliers (vs. service robots) elicit greater discomfort, which leads to weaker behavioral intention when consumers order
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Politics and dinner tables do mix! exploring the role of consumers’ political orientation in plant-based food promotion at restaurants International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-03 Xiaolong Shao, EunHa (Lena) Jeong
Plant-based food refers to a diet focused on consuming primarily plant-derived ingredients for health, environmental, and ethical reasons. Since there is a growing recognition regarding the significant correlation between sustainable consumption and consumers' political inclinations, this study aimed to identify effective ways to promote plant-based food in a restaurant setting by analyzing the relative
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Do you feel angry when you are gossiped about? Understanding the mechanism underlying negative workplace gossip and service sabotage International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-03 Yijing Lyu, Long-Zeng Wu, Yijiao Ye, Yurong Fan
Applying affective events theory, this study empirically tested the framework of negative workplace gossip and frontline employees’ service sabotage. Based on a time-lagged design, this research found that negative workplace gossip exerted a positive effect on frontline hospitality employees’ service sabotage by inducing their anger. In addition, narcissism intensified the link between negative workplace
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The impact of intermediate option availability on consumers' choice: The moderating role of price roundness International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-02 Eunji Lee, Yerin Yhee, Jungkeun Kim, Seunghun Shin, Chulmo Koo
Given the surge in consumer demand and rapid inflation, businesses have turned their attention to premiumization as a means of market segmentation. Building upon previous studies that highlight the significance of the compromise effect in gaining market share for intermediate options, this research examines the feasibility of revenue management strategies using 'psychological pricing' in hospitality
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Unlocking the potential of blockchain-based sharing economy in hospitality and tourism: A systematic review International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-08-01 Ikram Nur Muharam, Iis Tussyadiah, Albert Kimbu
This systematic review is a trailblazer for the blockchain-based sharing economy concept, mainly in hospitality and tourism. It highlights the potential integration of blockchain across sharing economy sectors (e.g., accommodation, transportation, and business services). Following the PRISMA protocol, 43 publications from 12 scholarly databases were analysed. It identifies different types of implementations
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Great remains great, weak becomes weaker? Examining the influence of platform’s signaling cues on provider performance International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-31 Dhrithi Mahadevan, Anil Bilgihan
In the evolving domain of access-based services characterized by intricate multi-actor interactions, understanding the determinants of provider performance is vital. This study investigates the moderating role of platform-based signaling cues on the relationship between customer experience (CX) and provider performance. We utilize a mixed-methods approach, integrating text mining to quantify CX from
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The free riding in hospitality corporate giving: Theoretical explanation and implications International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-29 Ming-Hsiang Chen, Shangzhi (Charles) Qiu, Min Wei, Haiyu Huang
Previous research has demonstrated the positive influence of corporate giving (CG) on hospitality firm performance through the lens of value enhancement theory. Interestingly, empirical evidence indicates that this influence extends to all sampled hospitality firms, irrespective of their direct engagement in charitable giving. This phenomenon, termed the 'free rider problem' or 'free riding' in hospitality
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Differential leadership and hospitality employees’ in-role performance: The role of constructive deviance and competitive climate International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-29 Yingyan Liu, Lu (Monroe) Meng, Hongyu Wang, Ye Chen
Drawing from the social exchange theory and the involution effect, this research investigates the complex relationship between differential leadership and in-role performance, emphasizing the role of constructive deviance in the hotel industry. The present study introduces a competitive climate to demarcate the boundaries of differential leadership’s influence on constructive deviance and in-role performance
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Which ESG dimensions matter in the hotel industry? Evidence from the cost of debt International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-29 Yueying He, Rui Qi, Kevin Kam Fung So, Yangen Li
ESG has become a critical focus in the global hospitality industry. This study addresses a research gap by examining ESG dimensions' financial effects. Employing a two-way fixed effect model with firm-level fundamental data and ESG data, we identify the effect of the ESG performance of hotel firms in the United States on their cost of debt. Our novel results show that in general the hotel firms with
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Entrepreneurial orientation and firm performance: The role of advice seeking in the tourism and hospitality industry International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-29 Zhaokang Zeng
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Understanding the rationale for chefs’ mentorship-based abuse in hospitality firms: A knowledge transfer perspective International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-29 Yong Rao, Wanyu Zhou, Chao Liu, Yan Fu
From a knowledge transfer (KT) perspective, this study explores the rationale for chefs’ mentorship-based abuse in professional kitchens. Qualitative data from five hospitality firms show that such abuse among chefs is inherently related to “master/apprentice” KT practices. Essentially, the master/apprentice KT is a social exchange where the master imparts practical knowledge, and apprentices reciprocate
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Supply chain resilience in the tourism and hospitality industry: A comprehensive examination of driving and restraining forces International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-29 Ismail Erol, Ahmet Oztel, Tarik Dogru, Iskender Peker, Irem Onder Neuhofer, Tolga Benli
Supply chain disruptions and a lack of resilient supply chains have adverse impact on the global economy. Particularly, complex nature of the tourism and hospitality industry makes it even more susceptible to failure when supply chain resiliency is rather low or does not exist. However, despite its significance, a comprehensive and systematic examination of building resilience in tourism and hospitality
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Optimal employment decisions in the hospitality sector under uncertain productivity loss due to catastrophe: A mean-variance utility approach International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-28 Soumyatanu Mukherjee, Sidhartha S. Padhi, Jayanth Jayaram
How do exogenous disruptions such as natural disasters affect employment and labour productivity in the hospitality sector? This article addresses this crucial issue by proposing a two-moment (i.e., mean-variance) decision model to determine the pattern of productivity and employment losses in this sector. In our model, a representative hotel owner selects the optimal employment level based on the
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From personal convictions to collective action: Predicting employees’ pro-environmental behaviors in public and private spheres International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-27 Kavitha Haldorai, Woo Gon Kim, Kamshat Mussina, Jun (Justin) Li
Promoting changes in human behavior is crucial for mitigating and reducing environmental damage. While there is much research focused on private-sphere or generalized pro-environmental behavior, there is a relative dearth of research explicitly examining public-sphere pro-environmental behavior from a collective action perspective. In response to the mixed empirical results from previous applications
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Social Robot Privacy Concern (SRPC): Rethinking privacy concerns within the hospitality domain International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-27 Shizhen (Jasper) Jia, Oscar Hengxuan Chi, Lu Lu
Understanding privacy needs has become paramount in the evolving landscape of social robots in the hospitality industry. Traditional privacy concerns, dominated by transactional interactions, fail to encapsulate the complexities of human-social robot interaction on service frontlines. Drawing from the communication management theory and the media equation theory, this study conceptualized "Social Robot
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ChatGPT or online review: Which is a better determinant of customers’ trust in Airbnb listings and stay intention? International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-25 Miju Choi, Youngjoon Choi, Eudora Bangura, Dahye Kim
This study investigates the dynamic interaction effects of information sources for Airbnb listings, psychological social distance, and Airbnb classification on trust in Airbnb listings, leading to stay intention based on the construal level theory. A 2 (information sources for Airbnb listings: ChatGPT vs. online review) × 2 (psychological social distance: near vs far) × 2 (Airbnb classification: standard
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How does customer satisfaction change after hotels start using self-service kiosks? International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-24 Xiaojun Wu, Hanxiao Xiang, Yize Wang, Yixi Huo
The COVID-19 pandemic has accelerated Self-service Kiosk (SSK) use in hotels, altering the composition of service packages and affecting customers' overall perception of service quality. However, SSKs' impact on customer satisfaction (CS) with the overall services remains uncertain. This study examines the impact of SSK use on CS and its underlying mechanisms using a large dataset at both the customer-hotel
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Conversational AI chatbots as counselors for hospitality employees International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-24 Yao-Chin Wang, Oscar Hengxuan Chi, Hiroaki Saito, Yue (Darcy) Lu
Considering the advancement of generative artificial intelligence and the mental health challenges faced by hospitality employees, this study proposes and tests a scenario of counseling hospitality employees using conversational AI chatbots in a mobile app. Survey data were collected from 553 hospitality employees in Japan. Findings reveal that employees’ expected psychological safety of AI chatbots
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Determinants of consumer intention to use smart food lockers during COVID-19: A multi-method approach International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-24 Yuqing Hu, Yuangao Chen, Shasha Zhou, Shuiqing Yang, Hui Jiang, Yan Ma
During the COVID-19 pandemic, increased demand for contactless services has triggered the restaurant industry to adopt smart food lockers. Based on service quality theory, we investigated factors associated with consumer intention to use smart food lockers. We collected 222 valid questionnaires for the study and analyzed the data using the partial least squares structural equation modelling (PLS-SEM)
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How does the anthropomorphism of service robots impact employees’ role service behavior in the workplace? International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-24 Yihao Yang, Ming Chi, Xinhua Bi, Yongshun Xu
The rapid adoption of service robots has altered employees’ role boundaries and tasks. Anthropomorphism plays a key role in understanding human responses to robots. However, empirical research on how anthropomorphism influences employees’ cognitive and behavioral responses is lacking. Based on the transactional model of stress and coping, this study builds a conceptual model to reveal how the anthropomorphism
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Event attendees’ crafting behaviors for AI-powered autonomous driving at events: A monitor and acceptance theory perspective International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-24 Yao-Chin Wang, Ruiying Cai, Tingting Zhang, Yue (Darcy) Lu
This study introduces an IT mindfulness-driven model to assess event attendees’ behavioral intentions and crafting behaviors toward using autonomous vehicles (AVs) in event settings. Drawing from the Monitor and Acceptance Theory (MAT), the research examines the proposed model by surveying 611 valid respondents collected from the Qualtrics consumer panel. Empirical results confirm that event attendees’
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Barista robots with human appeal: Unraveling the impact of anthropomorphism, human presence, and perceived financial constraints on consumer behavior International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-20 Heewon Kim, Soona Park, Jaehee Gim, Sung in Kim
While consumer acceptance of anthropomorphized robots has gained significant attention, limited research has examined the effectiveness of anthropomorphizing robots from a social cognitive perspective. This paper delves into the specific conditions and individual characteristics where the anthropomorphism strategy is most effective. Specifically, Studies 1 and 2 explore the moderating roles of human
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Stemming (chef’s) occupational attrition: Navigating and surviving the socialisation process International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-16 Å.H.B. Dagsland, R.N.S. Robinson, M.L. Brenner
Amidst post-COVID labour and skills shortages the hospitality industry needs to consider a retention perspective to arrest the haemorrhaging of staff, particularly in key occupations. Cookery is an occupation which in many developed nations suffers from declining completion rates during the apprentice/trainee phase, as entrants are socialised into the rigors and realities of professional kitchens.
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Unleashing employee potential: The effects of customer-empowering behaviors on job crafting in hospitality industries International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-14 Gongxing Guo, Jian Tian, Bao Cheng, Kun Zhou
Drawing upon an extensive analysis of customer-empowering behaviors (CEBs) research, this study strives to better understand the impacts of perceiving such authorization among service employees in hospitality industries. Employing a multi-wave questionnaire and a scenario-based experiment, we unveil three key findings: First, CEBs significantly influence service employees’ job crafting. Second, self-efficacy
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Fetching the ‘exterior’ ‘in’: Effects of an alliance’s collaborative governance and collaborative accountability on hotel innovation performance International Journal of Hospitality Management (IF 9.9) Pub Date : 2024-07-10 Mostafa Abdulmawla, Francesca Imperiale, Roberta Fasiello
From a firm perspective and based on the innovation life cycle approach, this paper has two aims: to examine how collaborative governance (CG) and collaborative accountability (CA) in hotel chains affect innovation performance (IP, i.e., creation, diffusion and evaluation) and to highlight the connections between IP and firm performance (financial, nonfinancial and environmental). PLS-SEM was used