International Journal of Contemporary Hospitality Management最新文献

Purpose

This study aims to examine the influence of imposter syndrome on women’s careers in the hospitality and tourism industry drawing on the role congruity theory of prejudice.

Design/methodology/approach

Employing cross-sectional design, this research analyzed quantitative data from 574 women at various managerial levels using the Structural Equation Modeling (SEM) technique.

Findings

The results show that imposter syndrome significantly impacts women employees’ engagement and organizational commitment. The study found that higher levels of diversity management and female role models have a stronger moderating effect on the relationship between imposter syndrome, career expectations, work-family balance, employee engagement, career advancement and organizational commitment whilst lower levels of diversity management and female role models have a weaker moderating effect on these relationships.

Research limitations/implications

This study presents a new theoretical perspective on female employees’ challenges to career advancement. It expands the knowledge of imposter phenomenon and role congruity theory of prejudice, illustrating how imposter syndrome can be influenced not only by individual traits but also by institutional, situational or stereotypical factors.

Practical implications

This work provides valuable insights for hotel policymakers and managers to implement policies that alleviate imposter syndrome and contribute to women’s career development and gender equality in workplaces.

Originality/value

This study can serve to raise awareness of women’s issues in the workplace and offer insightful guidance to organizations to promote diversity and women’s leadership. These pertain to how realistic human resources policies can be used to promote the well-being of hospitality and tourism women employees.

Purpose

With its continuous development and application in the hotel industry, artificial intelligence (AI) is gradually replacing many jobs traditionally performed by humans. This research aims to understand how this threat and opportunity of substitution affects hotel employees’ behavioral decision-making.

Design/methodology/approach

This study uses a structural equation model, ordinary least squares and bootstrapping method to analyze the data collected with a field study and a scenario experiment from star-hotels in Shanghai, Paris and Seoul.

Findings

The results discovered that employees’ AI awareness has a positive relationship with their work engagement and AI boycott through two paths. The promoting path involves recovery level, while the hindering path includes job insecurity. In addition, the estimates showed that AI awareness has a great indirect effect on work engagement or AI boycott when innovativeness as a job requirement is high.

Practical implications

The findings offer insights to help hotels optimize the relationship between AI and hotel human workers while providing valuable implications for addressing behavioral dilemmas faced by hotel employees in the era of AI.

Originality/value

By integrating the behavioral decision-making literature with the conservation of resources theory, the study focuses on the dual mechanisms – challenging and hindering – through which AI awareness influences hotel employees’ coping strategies.

Purpose

In social media context, service failures become public domain, making them visible to vast audiences of customers who are virtually present. Thus, this study aims to discuss the roles of service failure type and management response on observers’ perceived helpfulness.

Design/methodology/approach

The authors conducted econometric analyses on a dataset incorporating 107,984 reviews and 34,641 management responses to negative reviews.

Findings

The results reveal that, for process failures, specifying a form of action (initiatives for solving the problem) is associated with more perceived helpfulness of reviews than accounts (explanation) or acknowledgments (recognition and acceptance), while responding to an outcome failure by providing an account is associated with increased perceived helpfulness of reviews.

Practical implications

For process failures, managers should make every effort to convince observers through specific actions that similar failures are less likely to occur in the future. For outcome failures, managers should strive to provide clear and fast explanations of the failure causes to restore observers’ evaluation of the firm’s capabilities.

Originality/value

The authors’ work extends sparse insights on observers and sheds new light on the effect of service failure type and response strategy on observers’ actual behaviors. The interplay between service failure type and response strategy provides guidance on how to use management responses to influence potential customers.

Purpose

This study aims to examine the impact of peer-to-peer (P2P) accommodation platforms’ green marketing on consumers’ pro-environmental behavioural intention through the mediation of consumer trust and engagement, following the social influence theory and the stimulus–organism–response model.

Design/methodology/approach

A questionnaire survey was designed to collect data from American P2P accommodation consumers. Data collection was conducted through an outsourced survey company. Partial least squares structural equation modelling was used to analyse the data.

Findings

The study reveals that P2P accommodation platforms’ green marketing orientation was positively associated with consumer trust in the platform and consumer engagement with the platform. Both consumer trust and consumer engagement positively enhanced consumers’ pro-environmental behavioural intention in the P2P accommodation consumption, serving as effective mediators between consumers’ perceptions of green marketing orientation and pro-environmental behavioural intention.

Practical implications

The study offers practical insights for P2P accommodation platforms and operators in engaging in green marketing and fostering consumers’ pro-environmental consumption behaviours in P2P accommodations.

Originality/value

The study addresses the grand question of whether business operators’ responsible production behaviour can possibly lead to consumers’ responsible consumption behaviour in the P2P accommodation sector. It contributes to the literature on P2P accommodation by providing evidence to show green marketing practices of P2P accommodation platforms can lead to consumers’ pro-environmental behavioural intention. It provides both theoretical value for knowledge advancement and practical value to guide more sustainable industry practices.

Purpose

The stereotypical assumptions of what it means to be hegemonically masculine and to be a leader are aligned in current society, potentially creating role incongruity for anyone who does not fit into this definition. The purpose of this study is to investigate whether masculine and feminine leadership traits of men and women hospitality managers affect employees’ intention to trust leaders and organizational attractiveness.

Design/methodology/approach

Explanatory mixed methods were used. First, two experiments (Study 1 = woman manager, n = 137; Study 2 = man manager, n = 117) were conducted with current hospitality employees to test the interaction of masculine versus feminine enactment and the leadership gender composition (3%, 23% or 53% women) on organizational attractiveness and intent to trust the leader. Results did not align with the theories; therefore, three focus groups were held with 13 current hospitality employees.

Findings

Results indicate a shift toward the preference for communal (feminine) characteristics in hospitality leadership with a balance of masculine traits.

Research limitations/implications

The influence of managers’ gender-related behaviors on trust and organizational attractiveness goes beyond their physical gender traits, indicating that gender plays a more crucial role than previously understood.

Originality/value

By using role congruity theory and hegemonic masculinity, this study offers a nuanced understanding of masculine and feminine gender enactment and broadens leadership theory by including the perspectives of nonhegemonic men and assertive women.

Purpose

The purpose of this study was to understand how social media marketing activities (SMMA) influence consumers’ perceived value of online-to-offline food ordering experiences, subsequently affecting satisfaction and intentions to visit physical establishments.

Design/methodology/approach

Data from 845 participants was collected using a purposive sampling technique. Covariance-based structural equation modeling was then applied to assess the conceptual model and its hypotheses.

Findings

Analysis of the structural equation modeling showed support for all hypotheses. SMMA exhibited positive effects on trust, hedonic value and utilitarian value, while these in turn positively influenced the use of online-to-offline food delivery services (O2O-FDS). In addition, results indicated a positive effect of O2O-FDS use on omni-channel restaurant satisfaction which then led to increased intentions to dine in at physical restaurants.

Practical implications

Results suggest that engaging SMMA and O2O-FDS builds trust and encourages in-person visits.

Originality/value

Results from this study build upon the literature by shedding new light on the links between the effects of SMMA, trust, perceived value and consumers’ intentions to visit physical restaurants after using the O2O-FDS. In addition, consumers’ perceived trust, as well as hedonic and utilitarian values, mediate the effect of SMMA on O2O-FDS.

Purpose

What kind of robotic service do customers prefer when they dine out alone? This study aims to investigate how robotic service type affects solo diners’ attitude toward robotic service and restaurant revisit intention, through the mediation of rapport. It also examines the moderating effects of the need to belong and restaurant type.

Design/methodology/approach

Three experiments were conducted. Study 1 used a one-factor between-subjects design to test the effect of robotic service type on rapport and solo diners’ responses. Study 2 conducted a 2 (robotic service type: service-delivery vs entertainment) × need to belong quasi-experimental design to examine the moderation of need to belong. Study 3 used a 2 (robotic service type: service-delivery vs entertainment) × 2 (restaurant type: traditional restaurant vs solo-friendly restaurant) factorial between-subjects design to test the moderation of restaurant type. A qualitative study (Study 4) complements the experimental results based on semistructured interviews.

Findings

Entertainment (vs service-delivery) robotic service has a stronger effect on solo diners’ responses, with rapport serving as a mediator. Additionally, solo diners with a heightened need to belong demonstrate an intensified rapport effect when receiving entertainment-oriented robotic service. Furthermore, restaurant type plays a moderating role between robotic service type and consumer responses. For traditional restaurants, solo diners who receive entertainment (vs service-delivery) robotic service tend to form stronger rapport and favorable responses. The results of the qualitative study elucidate and support the hypothesized relationships of the experimental studies.

Practical implications

Restaurant operators could consider offering entertainment-based smart devices that allow solo diners to indulge themselves during the dining encounter. Restaurants could also design environmental cues that can signify a sense of comfort, such as redesigning tables with individual seats for solo diners to enhance their perceptions of shared characteristics among other solo diners in the same space.

Originality/value

This research advances the literature on solo dining and robotic service, by investigating how human–robot interaction can fulfill solo diners’ relatedness goals, as self-determination theory suggests. This inquiry also represents an early attempt in the hospitality literature to empirically examine the influence of robotic service type on consumer responses through the mediation of rapport.

Purpose

This critical reflection aims to introduce a five-step process to develop and validate experimental scenarios.

Design/methodology/approach

The five-step process was developed by analyzing academic articles, research methodology books and encyclopedias. The researcher then synthesized the learnings and formulated foundational steps for developing and validating experimental scenarios. To illustrate this process, an example of its application in a service innovation acceptance study is presented.

Findings

A review of academic sources revealed a lack of clear guidance on developing and validating experimental scenarios. The synthesis of fragmented information in the literature resulted in a five-step process for developing and validating experimental scenarios.

Research limitations/implications

The resulting process serves as a first-of-its-kind research guide that enhances the validity and replicability of scenario-based experiments while addressing the gaps in scenario development and increasing the accessibility and impact of experimental research.

Originality/value

This study contributes to the body of knowledge by addressing a methodological shortcoming in the literature, providing a clear process for developing valid experimental scenarios. To the best of the author’s knowledge, this is the first time that a systematic, easy-to-follow process for developing and validating scenarios is advanced.

Purpose

This study aims to examine the relationship between metaverse usage motivations and metaverse behavioral intention through Self-Determination Theory.

Design/methodology/approach

This study analyzed a sample of 501 South Korean individuals aged 18 and older who had prior experience using the metaverse, using a moderated mediation model.

Findings

The results indicate a significant direct effect between metaverse usage motivation and tourist behavioral intention, with tourist satisfaction significantly mediating this relationship. In addition, the authenticity and flow of metaverse tourism also have significant moderating effects on the model.

Originality/value

These insights can inform targeted marketing strategies, guiding the future development of metaverse tourism and hospitality.

Purpose

Although artificial intelligence (AI) is an essential component of hospitality in the technological empowerment era, AI’s effectiveness as an attraction in this context remains unclear. Grounded in Herzberg’s motivation theory and complexity theory, this study aims to explore configurational paths whereby combinations of qualities lead to success for different types of AI-themed hotels.

Design/methodology/approach

This study innovatively blends topic modeling and fuzzy-set qualitative comparative analysis (fsQCA) to investigate configurational paths whereby combined qualities produce positive guest evaluations of 12 AI-themed hotels as evidenced by 7,431 customer reviews.

Findings

The results indicate that AI could serve as a “theme” to attract customers under certain circumstances. First, “attractive” and “must-be” qualities are first identified for different types of AI-themed hotels. Furthermore, 6, 15 and 15 configurational paths inspiring favorable guest evaluations of luxury-independent, budget-independent and chain AI-themed hotels, respectively. Technology-related qualities are found to be especially attractive for luxury-independent AI-themed hotels, whereas the role of technology is minimal for budget AI-themed hotels. The impact of technology is salient for chain AI-themed hotels when combined with other factors. In addition, the effect of price differs among the configurational paths for the three hotel types.

Research limitations/implications

This study expands the understanding of AI applications within the hospitality context by exploring the role of AI in AI-themed hotels and comparing its effectiveness in attracting customers across various hotel types. It also provides operational strategies for adopting AI for different types of hotels and for other hospitality and tourism sectors.

Originality/value

This study represents an early attempt to integrate topic modeling and fsQCA to clarify customers’ perceptions of AI-themed hotels and the combined impacts of various qualities. The findings expand on Kano’s model by classifying technology-related qualities into attractive qualities within AI-themed hotels.