International Journal of Contemporary Hospitality Management最新文献

Purpose

This study aims to delve into the intricate dynamics of customers’ pro-environmental behavior, examining the impact of external stimuli like hotel green practices (as contextual factors); internal stimuli, i.e. perceived consumer effectiveness, perceived environmental responsibility and pro-environmental self-identity (as individual factors); and social norms as social factors, on customers’ engagement in sustainable consumption (CEISC) and subsequent pro-environmental behaviors (PEBs).

Design/methodology/approach

An age-based quota sampling technique was used to gather data from customers visiting hotels in Pakistan. SmartPLS v.4 software was used to analyze the data, applying structural equation modeling and testing for the predictive powers of the model.

Findings

The results revealed the significant impact of both external and internal stimuli on customers’ PEBs, with higher impacts of hotel green practices and pro-environmental self-identity, underlining the complex nature of these influences. Results also revealed that social norms augment the influence of extrinsic and intrinsic factors on CEISC.

Practical implications

Hotels can enhance customer engagement by implementing green practices. In addition, leveraging social norms and tailoring communication strategies to highlight collective benefits can further amplify PEBs among guests.

Originality/value

This research provides a pioneering theoretical contribution by integrating the stimulus-organism-response model, the theory of planned behavior and the value-belief-norm theory in the realm of green consumerism in the hotel industry. It also addresses the potential gap linked to hotel green practices in leveraging customers’ PEBs in addition to their positive perceptions.

Purpose

This study aims to investigate the impact of green perceived organizational support (GPOS) on employee green behavior (EGB), encompassing both task-related and voluntary behaviors. It explores direct and indirect effects through green knowledge sharing (GKS) and green creativity while considering organizational green initiatives across five dimensions as potential antecedents of GPOS.

Design/methodology/approach

Data were collected using a survey questionnaire distributed to front-line employees working in hotels in Bangladesh. The analysis was conducted using SmartPLS 4.0.9 on responses from 486 participants.

Findings

The results indicate that all dimensions of organizational green initiatives, except for top management’s environmental concerns, have a positive relationship with GPOS. GPOS positively influences GKS, green creativity and task-related green behaviors, but not voluntary green behaviors. GKS and green creativity mediate the relationship between GPOS and EGB.

Practical implications

The findings serve as a guide for management to devise effective strategies that encourage employees’ positive engagement with the environment and strengthen their contributions to organizational green initiatives. The research reveals the importance of employees’ green creativity and GKS, enabling organizations to leverage these aspects for sustainable development.

Originality/value

The research sheds light on the dual pathways through which GPOS influences EGB, distinguishing between task-related and voluntary behaviors, and highlights the mediating roles of GKS and green creativity.

Purpose

Intellectual experiences focus on users’ information processing and critical thinking toward stimuli. The deployment of humanoid service robots as novel stimuli in tourism and hospitality has influenced users’ perceptions and may affect their intellectual engagement. This paper aims to connect four contemporary theoretical concepts: the service robot acceptance model, technological fear, the uncanny valley theory and the stereotype content model, to investigate users’ perceptions and intellectual experiences toward humanoid service robots.

Design/methodology/approach

Scale development procedures were conducted: literature review, checking face and content validity, factorizing items and dimensions, achieving construct and criterion validity and testing predictive validity.

Findings

Through literature review and free-response tasks, 43 measurement items were generated. Next, 1,006 samples from two cross-cultural groups refined the scale. Finally, a reliable and valid scale with four dimensions measuring users’ perceptions of humanoid service robots was determined.

Practical implications

Humanoid service robots should be designed to enhance functionality and innovativeness while minimizing stiffness, inflexibility, unsafety and danger to improve users’ intellectual engagement.

Originality/value

This study provides a novel examination of users’ intellectual experiences toward humanoid service robots by connecting four contemporary theories of users’ perceptions. This study enriches human–robot experience through an integrated perspective and presents a rigorous examination of the scale’s psychometric properties. A reliable and valid scale for measuring users’ perceptions toward humanoid service robots fills the gaps and serves as an effective predictor of intellectual experience in human–robot literature.

Purpose

The purpose of this paper is to point out that most research published in hospitality and tourism industry journals is of no value to the visitor industries or society. It argues that a primary reason is the academic practice of evaluating the utility of its research with the inappropriate metrics of journal impact factors and citation counts. To become relevant, academic leaders must refocus evaluation of the field’s research on its meaningful impacts on society.

Design/methodology/approach

This study reviews the literature that differentiates the constructs of research quality and research impact and identifies their limitations.

Findings

The contention that either journal impact factors or citation counts adequately measure the usefulness of research is challenged. It is suggested that reliance on them has resulted in an academic self-serving “echo chamber.” The author argues the field should refocus away from the echo chamber to shift the primary evaluation of research to societal impact. Illustrations are offered from the author’s recent experiences that illustrate the fallacy of confusing citation counts with impact. The challenges of shifting to an impact assessment from the existing system are acknowledged, and a way forward is proposed.

Research limitations/implications

Continuing to embrace beguiling measures that are invested with a conventional, but false, aura of truth inevitably means the field’s scholarship will continue to be ignored.

Originality/value

An analytical critique of the prevailing metrics is undertaken, and a five-step process to shift the emphasis to societal impact is offered.

Purpose

The purpose of this study is to explore how realistic job previews can mitigate the negative relationship between perceived leader behavioral integrity and employees’ perceptions of psychological contract breach.

Design/methodology/approach

A between-subjects field experiment was conducted in the hotel industry. Five waves of data were collected from 104 newcomers over a four-month period.

Findings

The results indicated that perceiving leader behavioral integrity reduces newcomer psychological contract breach, turnover intention and increases job performance. The intervention of realistic job previews effectively mitigated the negative relationship between behavioral integrity and psychological contract breach when leader–member value congruence was low.

Practical implications

The findings of this study offer actionable strategies for hotel professionals to improve employment outcomes, particularly during the pre-entry phase and the early socialization process of newcomers.

Originality/value

By integrating social exchange theory and expectancy theory within a framework of employees’ psychological contract breach, this study reveals the positive effects of realistic job previews on creating a positive work experience of newcomers.

Purpose

This study aims to explore how witnessing a hospitality employee mistreating a customer impacts observers’ revenge-seeking behavior, directed not only at the offending employee but also at innocent employees.

Design/methodology/approach

This study conducts four online experiments to test the proposed relationships involving 881 UK adults.

Findings

Observing hospitality employees mistreating customers prompts observers to view the guilty employee as harmful, triggering revenge-seeking behavior. This perception of harmfulness also extends to innocent employees, leading observers to seek revenge against them. However, empowering fellow customers during the recovery process reduces observers’ intent to seek revenge against both guilty and innocent employees. In addition, the results reveal the black sheep effect, where shared group membership between the observing customer and the guilty employee results in harsher punishment for the latter, particularly when the mistreatment targets an out-group customer.

Practical implications

The findings offer practical guidance for hospitality companies on how observers’ perceptions of employees can reshape service evaluations and influence restorative approaches. Service recovery efforts should extend beyond directly affected customers to include those who witnessed the incident.

Originality/value

To the best of the authors’ knowledge, this is the first study to explain how observers appraise the mistreatment of fellow customers and how this influences their perceptions and revenge-seeking behavior toward both guilty and innocent employees.

Purpose

This paper aims to put forth the proposition that the concept of hospitality is broader than what is often acknowledged in academic research. Specifically, this paper establishes hospitality as a fundamental human virtue. Accordingly, all people are proposed to exhibit daily actions associated with this virtue – albeit to varying degrees. A conceptual and operational definition of hospitality virtue is proposed.

Design/methodology/approach

Churchill’s (1979) construct development process is used to operationalize the hospitality virtue construct. Item generation, exploratory factor analysis and confirmatory factor analysis are used to establish an operational definition for the construct.

Findings

The results indicate that hospitality virtue is a second-order construct consisting of three dimensions: empathy, execution and embrace. This specification is referred to as the E³ hospitality virtue scale. As evidence of the nomological validity of this scale, the construct is demonstrated to have a positive impact on human flourishing.

Research limitations/implications

To date, the vast majority of hospitality research has been conducted at the industry level. This research has the potential to break down the industry barriers that have constrained the broader impact of hospitality research and practice at the human and societal levels.

Originality/value

To the best of the authors’ knowledge, this is the first study to empirically consider hospitality not as an industry-level phenomenon, but as a fundamental part of the human condition. While there is evidence for this idea throughout the history of philosophy, this paper is the first to lend an operational structure to this concept.

Purpose

This study aims to investigate and compare the factors that affect Millennials and Generation Z (Gen Z) hotel guests’ intention to adopt cryptocurrency payments (CPs) when booking a hotel.

Design/methodology/approach

A sequential mixed-methods approach was used. Study 1 included 20 semi-structured interviews. The qualitative findings subsequently informed the design of a quantitative survey in Study 2, conducted with 604 participants. Additionally, the authors examined the moderating effect of generational differences.

Findings

Through a thematic analysis, Study 1 identified six predetermined factors from the innovation diffusion theory and the unified theory of acceptance and use of technology – trialability, observability, performance expectancy, effort expectancy, facilitating conditions and social influence – and two additional elements – personal innovativeness and perceived risk. Study 2 quantitatively examined that all eight factors were significant predictors of intention to adopt CPs among Millennials and Gen Z hotel guests. Furthermore, the findings from the comparative analysis based on the generational cohort theory indicated that generational differences moderated the relationships among performance expectancy, effort expectancy and personal innovativeness and adoption intention.

Practical implications

The results of this study offer actionable insights for hotel operators and policymakers aiming to expedite CP adoption among Millennials and Gen Z hotel guests.

Originality/value

To the best of the authors’ knowledge, this study is among the first studies to comprehensively identify the determinants and their significance differences in Millennials and Gen Z hotel guests’ intentions to adopt CPs via a sequential mixed-methods approach.

Purpose

Based on the advice response theory perspective, this study aims to investigate the effects of human managers and artificial intelligence (AI) systems on customer-contact employees’ aversion to AI systems in the hospitality industry. It examined the mediating role of advice content characteristics (efficacy, feasibility and implementation limitations) and advice delivery (facework and comprehensibility) on customer-contact employees’ aversion to AI systems.

Design/methodology/approach

Two scenario-based experiments were conducted (Nexperiment 1 = 499 and Nexperiment 2 = 300). Experiment 1 compared the effects of different advisor types (human managers vs AI systems) on employees’ aversion to AI systems. Experiment 2 investigated the mediating role of advice content characteristics (efficacy, feasibility and implementation limitations) and advice delivery (facework and comprehensibility).

Findings

The results showed employees tended to prioritize advice from human managers over output from AI systems. Moreover, advice content characteristics (efficacy, feasibility and implementation limitations) and advice delivery (facework and comprehensibility) played mediating roles in the relationship between advisor type characteristics and employees’ aversion to AI systems.

Practical implications

These findings contribute to the understanding of AI system aversion and provide theoretical insights into management practices involving customer-contact employees who interact with AI technology in the hospitality industry.

Originality/value

The primary contribution of this study is that it enriches the literature on employee aversion to AI systems by exploring the dual mediators (advice content characteristics and advice delivery) through which advisor type characteristics affect AI system aversion.

Purpose

Artificial intelligence (AI) is increasingly involved in idea generation and production processes. To understand AI’s pivotal roles in the back-of-house operations of restaurants, this study aims to examine the effects of AI involvement in recipe creation and food production on consumers’ willingness to order food.

Design/methodology/approach

We conduct three experiments in the context of casual dining restaurants. The authors examine the main effect of AI involvement in recipe creation and food production on the willingness to order food in a hypothetical restaurant (Study 1) and a real restaurant (Study 2). In addition, the authors also investigate the mediating role of uniqueness neglect. The authors explore whether the negative effect of AI involvement in recipe creation is attenuated in the presence of cues of uniqueness consideration (Study 3).

Findings

We demonstrate that AI involvement in food production does not elicit negative responses to a menu but that consumers show unfavorable responses when AI is involved in recipe creation. The authors also identify the mediating role of uniqueness neglect. Furthermore, the authors reveal a way to mitigate the negative perceptions of AI involvement in tasks requiring intuition and instinctive decision-making (i.e. recipe creation) by incorporating cues that emphasize uniqueness considerations.

Originality/value

We deliver causal evidence for the significant impacts of AI involvement in recipe creation and food production, using multiple experimental designs involving both hypothetical and real restaurants. The findings, thus, can tackle an ongoing challenge in the tourism and hospitality industry – the deficit of human resources in back-of-house operations.