International Journal of Contemporary Hospitality Management最新文献

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, focusing on reviews that mentioned remote work.

Findings

The Airbnb experiences of remote workers and digital nomads are characterized as professionals who express mostly affective outcomes, but also have behavioral and nonaffective outcomes during their stay. In addition, the findings support the moderating role of length of stay and city.

Research limitations/implications

This paper contributes to the literature by exploring how length of stay affects the priorities of remote workers on Airbnb, highlighting the different needs of long-term and short-term stays, and helping to consolidate and clarify the scattered research on customers’ long-term experiences in tourism and hospitality.

Practical implications

The Airbnb experience of remote workers is the highly valued as evidenced by the high rate of commending reviews indicating a willingness to stay there again. It is suggested that Airbnb hosts continue their helpful role and ensuring the functionality and availability of essential facilities and emphasizing neighborhood amenities specific to long and short stays. ChatGPT4 was found to be valuable for extracting data and assigning topic labels.

Originality/value

This study uses a novel structural topic model, augmented with ChatGPT4, to analyze Airbnb customer reviews that mention remote work, thereby improving inferences about the characterization of remote workers.

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 space.

Design/methodology/approach

The authors analyze mega virtual live events with famous artists broadcast in virtual worlds. The authors take a big data approach and include two studies to gain insight into the online public audience’s perceptions and experiences in the metaverse. In the first study, the authors analyze text from YouTube with Leximancer. In the second study, the authors go one step further to refine the conceptual model from Study 1. The authors scrutinize additional Facebook comments using seeded Latent Dirichlet Allocation (LDA).

Findings

The findings reveal that the meta service experience (MEX) encompasses four dimensions: immersion, metascape, immediacy and hedonism.

Originality/value

This research provides important guidance not only for consumer behavior scholars but also for service marketers and event planners. The study proposes research opportunities to advance service experience research in the metaverse.

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 (MOT), trust (TR) and perceived risk (PR).

Design/methodology/approach

The survey data was collected through convenience sampling via an online questionnaire, with a sample size of 487 Indians. Structural equation modelling was conducted using SPSS and AMOS software for data analysis, ensuring a robust examination of the proposed model and its relationships.

Findings

Virtual interactivity and social interaction influence both attitude and perceived behavioural control. Attitude, perceived behavioural control, perceived usefulness and TR significantly influence intention. However, MOT, PR and perceived ease of use do not exhibit a significant influence on intention. These findings highlight the importance of these variables in shaping consumers’ intention towards experiencing immersive technologies at tourism destinations.

Research limitations/implications

The findings hold significant implications for various stakeholders, including government agencies, travel firms, content creators and software developers. They can leverage these insights to enhance marketing strategies, develop immersive tourism experiences, innovate in the realm of Web 4.0 and personalize tourism offerings.

Originality/value

This study offers a distinctive contribution by integrating the S-O-R framework with TPB and TAM, while also incorporating key factors such as MOT, TR and PR. This novel approach provides a fresh perspective on consumer behaviour towards immersive technologies.

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 25 markets and working with different RM systems (RMSs) at the property and corporate levels. The hermeneutics approach was used to interpret and make meaning of the participants’ lived experiences and interactions with RMSs.

Findings

The findings explain the nature of the interaction between RM professionals and RMSs, the cognitive mechanism by which the system users judgementally adjust or override its recommendations and the heuristics and biases behind override decisions. Additionally, the findings reveal the individual decision-maker characteristics and organisational factors influencing human–algorithm interactions.

Research limitations/implications

Although the study focused on human–system interaction in hotel RM, it has larger implications for integrating human judgement into computerised systems for optimal decision-making.

Practical implications

The study findings expose human biases in working with RMSs and highlight the influencing factors that can be addressed to achieve effective human–algorithm interactions.

Originality/value

The study offers a holistic framework underpinned by the organisational role and expectation confirmation theories to explain the cognitive mechanisms of human–system interaction in managerial decision-making.

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 criteria are reviewed, providing insights into how hospitality is conceptualized, its practical implementation and the proposed outcomes in health-care settings.

Findings

Hospitality in health care is conceptualized by hospitality scholars in three main ways: as service functions, as a service exchange and as an organizational culture. There is a significant overlap between the notion of hospitality and the concept of person-centered care in gerontology and health-care literature. Also, hospitality contributes positively to patient/resident experiences, organizational performance and societal impacts.

Research limitations/implications

The study is limited by its focus solely on the theoretical and practical aspects of hospitality in health care within hospitality, tourism and leisure journals, excluding relevant literature from gerontological and health-care journals.

Originality/value

Interdisciplinary research requires scholars from different disciplines to develop a common language and understanding of key concepts. This study presents the conceptual and practical domains of hospitality and its relevancy to health-care research and offers future directions to strengthen the interdisciplinary research between hospitality, health care and gerontology.

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 the impact of using immersive VR (vs. 2D desktop) to experience a 360-degree virtual tour of Valencia on consumers’ behavior. The sample included 187 participants. Both self-reported and physiological measures were collected during the experimentation.

Findings

Results showed that participants in the immersive condition experienced a stronger sense of presence and higher physiological arousal than those exposed to nonimmersive content. Presence significantly mediated both the intention to visit and the intention to recommend the promoted venue. Physiological arousal mediated the relationship between media typology and the intention to recommend the destination. Upon introducing age as a moderating variable, the effect of physiological arousal on behavioral outcomes proves to be significant.

Practical implications

The study presents destination marketing organizations with a compelling use case for immersive technologies. It also offers design principles, potential applications and targeting strategies for VR marketing in hospitality management.

Originality/value

To the best of the authors’ knowledge, this study is the first to investigate the combined effect of physiological arousal and presence on behavioral intentions in VR destination marketing, while also examining the impact of age as an individual characteristic.

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 grounded theory. Interviews were conducted with senior managers, middle managers and line-level employees at both internationally branded and locally branded hotels and who worked at upscale and midscale hotels to tell their perspectives about recruiting and working with people with disabilities.

Findings

Senior managers showed positive attitudes toward hiring people with disabilities but lacked pragmatic considerations about their integration into teams. Middle managers were the most hesitant, primarily due to practical concerns about accommodating their workplace needs. Line-level staff at midscale hotels were more open to working with colleagues with disabilities compared to those at high-end properties.

Originality/value

Limited research has been conducted on the broad perspectives regarding workers with disabilities in the hospitality industry. The study reveals not only the impact of managerial level on managers’ perspectives, but also how hotel class influenced the views of the coworkers and potential coworkers of people with disabilities. These distinctions not only help to advance our theoretical understanding of careers and hospitality labor markets but also inform operators on how to best integrate and recruit people with disabilities.

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

The research involved implementing Avatar-led Green Training courses for 724 hotel employees, followed by comprehensive online surveys. The collected data were analyzed using partial least squares structural equation modeling to assess the effectiveness and implications of the training.

Findings

Findings indicate that Avatar-led Green Training significantly enhances green engagement in OCBE, primarily through the development of workplace spirituality. Additionally, the study discovers a moderating effect of biospheric value on the training’s efficacy in fostering workplace spirituality, underlining its critical role in environmental consciousness and creativity.

Practical implications

This research benefits managers, human resources professionals, senior leaders and employees by enhancing training effectiveness and workplace satisfaction, while also positively impacting the industry’s environmental footprint and reputation.

Originality/value

This study’s originality lies in its exploration of artificial intelligence (AI)-driven training methods, particularly Avatar-led Green Training, in enhancing OCBE and green creativity in the hospitality sector. It offers a novel perspective on how technology can be leveraged for environmental stewardship and employee engagement.

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 and mimicking desire, in the process.

Design/methodology/approach

Structural equation modelling was performed to test the proposed model using a sample of tourists (n = 377) and residents (n = 341). Multi-group analysis was performed to compare the differences between these groups.

Findings

Results reveal that mimicking desire and goal relevance influence restaurant visit intention; however, mimicking desire has a stronger influence than goal relevance. Little difference was found between the tourist and the resident groups in the proposed relationships, except that vicarious expression positively influences mimicking desire in the tourist group but not in the resident group.

Practical implications

This study guides restauranteurs and social media influencers (foodstagrammers). It shows that consumers value the textual content and aesthetic appeal of photos over the popularity of a post. It also indicates that vicarious expression is more important for tourists than for residents.

Originality/value

This research advances social media marketing literature by proposing a new information processing framework. To the best of the authors’ knowledge, this study is one of the first studies to explore the impact of visual post attributes on individual decision-making behaviours through socially acceptable norms.

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 structural equation model was used to test the influence of consumer confusion on hotel guests’ repurchase intentions.

Findings

The findings of the study show that while consumer confusion has a negative effect on hotel guests’ repurchase intentions, customer satisfaction and brand loyalty have a positive influence on their repurchase intentions. Customer satisfaction and brand loyalty tend to have a partial mediating role in the relationship between consumer confusion and repurchase intention.

Practical implications

The findings show the need for the hotel management to provide simple, concise, yet sufficient information enabling tourists to differentiate their offerings to reduce confusion.

Originality/value

Previous research has largely neglected the role of guests’ loyalty and satisfaction with the hotel brand. This research shows that guests’ loyalty and satisfaction with the hotel brand play an important role in terms of the repurchase intention and in reducing confusion.