Pub Date : 2022-01-11DOI: 10.1080/15256480.2021.2025191
M. Kim, Jichul Jang
ABSTRACT Drawing on social exchange theory and affective events theory, this study argues employees’ perceived customer citizenship behavior (CCB) as positive affective events at work influences employees’ organizational citizenship behavior toward customers (OCB-C). Further, the current study examines the process of CCB leading to OCB-C with employees’ customer-orientation attitude as a mediator and service climate as a moderator. The results of a survey reveal that when employees perceive customers perform CCB, employees are more likely to have customer-orientation attitude, which leads to the display of OCB-C. This study serves as one of the first to shed light on the positive impact of customer behaviors on employees and advances both streams of research on CCB and OCB-C by proposing CCB as a potential yet untapped source of OCB-C.
{"title":"The Impact of Employees’ Perceived Customer Citizenship Behaviors on Organizational Citizenship Behaviors: The Mediating Roles of Employee Customer-orientation Attitude","authors":"M. Kim, Jichul Jang","doi":"10.1080/15256480.2021.2025191","DOIUrl":"https://doi.org/10.1080/15256480.2021.2025191","url":null,"abstract":"ABSTRACT Drawing on social exchange theory and affective events theory, this study argues employees’ perceived customer citizenship behavior (CCB) as positive affective events at work influences employees’ organizational citizenship behavior toward customers (OCB-C). Further, the current study examines the process of CCB leading to OCB-C with employees’ customer-orientation attitude as a mediator and service climate as a moderator. The results of a survey reveal that when employees perceive customers perform CCB, employees are more likely to have customer-orientation attitude, which leads to the display of OCB-C. This study serves as one of the first to shed light on the positive impact of customer behaviors on employees and advances both streams of research on CCB and OCB-C by proposing CCB as a potential yet untapped source of OCB-C.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-01-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49465318","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-11DOI: 10.1080/15256480.2021.2025189
Ivana Šagovnović, S. Kovačić
ABSTRACT The principal aim of this paper was to investigate the roles of tourists’ personality traits and personal values in shaping their travel motivation. Although previous literature has recognized these constructs as predictors of people’s travel motivation, existing tourism literature lacks studies that combined tourists’ personality, their personal values, and travel motivation within one research framework. Moreover, this paper contributes to existing tourism literature as it was the first to investigate the relationship between personality traits, measured with six personality factors (Big Five plus Honesty/Humility) and travel motivation. Specifically, the present study provides evidence on how the sixth trait – Honesty/Humility interacts with travel motivation. Besides, all nine investigated personal values were confirmed to positively influence travel motivation. Practical implications are discussed in the paper.
{"title":"Predicting Travel Motivation with Personality and Personal Values – The Roles of Big Five Plus Honesty/Humility Personality Traits and Kahle’s Values","authors":"Ivana Šagovnović, S. Kovačić","doi":"10.1080/15256480.2021.2025189","DOIUrl":"https://doi.org/10.1080/15256480.2021.2025189","url":null,"abstract":"ABSTRACT The principal aim of this paper was to investigate the roles of tourists’ personality traits and personal values in shaping their travel motivation. Although previous literature has recognized these constructs as predictors of people’s travel motivation, existing tourism literature lacks studies that combined tourists’ personality, their personal values, and travel motivation within one research framework. Moreover, this paper contributes to existing tourism literature as it was the first to investigate the relationship between personality traits, measured with six personality factors (Big Five plus Honesty/Humility) and travel motivation. Specifically, the present study provides evidence on how the sixth trait – Honesty/Humility interacts with travel motivation. Besides, all nine investigated personal values were confirmed to positively influence travel motivation. Practical implications are discussed in the paper.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-01-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46061844","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-07DOI: 10.1080/15256480.2021.2025190
Henry Tsai, Hyemin Vivian Nam, I. Wen
ABSTRACT This study examines the impact of internal and customer sexual harassment on job-related outcomes using a sample of 348 female frontline employees in the context of Macao casinos. The results showed that internal sexual harassment led to lower job satisfaction, as well as higher turnover intention through its impact on job satisfaction. Besides, internal sexual harassment had a significant negative impact on female frontline employees exceeding that accounted for by traditional job stressor. Surprisingly, sexual harassment committed by customers exhibited no significant impact on both female employees’ job satisfaction and turnover intention. Implications are discussed.
{"title":"Impact of Internal and Customer Sexual Harassment on Job-related Outcomes: The Case of Female Casino Employees","authors":"Henry Tsai, Hyemin Vivian Nam, I. Wen","doi":"10.1080/15256480.2021.2025190","DOIUrl":"https://doi.org/10.1080/15256480.2021.2025190","url":null,"abstract":"ABSTRACT This study examines the impact of internal and customer sexual harassment on job-related outcomes using a sample of 348 female frontline employees in the context of Macao casinos. The results showed that internal sexual harassment led to lower job satisfaction, as well as higher turnover intention through its impact on job satisfaction. Besides, internal sexual harassment had a significant negative impact on female frontline employees exceeding that accounted for by traditional job stressor. Surprisingly, sexual harassment committed by customers exhibited no significant impact on both female employees’ job satisfaction and turnover intention. Implications are discussed.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49367479","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-05DOI: 10.1080/15256480.2021.1981188
Miran Kim, Eunsil Lee, Seunghyun Kim, Jaemin Cha, Ronald F. Cichy
ABSTRACT This study explores the impact of indoor environmental quality (IEQ) (i.e., indoor air quality, thermal comfort, acoustic quality, and interior space and furnishings) on overall service quality (OSQ), customer satisfaction, and customer loyalty. Hotel guests were selected to examine the proposed IEQ model developed grounded on the Mehrabian-Russell model and Bitner’s conceptual model. To analyze the data, the PLS-SEM was utilized. Results indicate the following significant relationships: between interior space and furnishings and OSQ, between interior space and furnishings and customer satisfaction. Results also show that two significant factors influencing customer satisfaction are thermal comfort and IAQ. In turn, they influence customer loyalty. Implications for researchers and managers are discussed.
{"title":"Impact of Indoor Environmental Quality on Hotel Guests’ Behaviors","authors":"Miran Kim, Eunsil Lee, Seunghyun Kim, Jaemin Cha, Ronald F. Cichy","doi":"10.1080/15256480.2021.1981188","DOIUrl":"https://doi.org/10.1080/15256480.2021.1981188","url":null,"abstract":"ABSTRACT This study explores the impact of indoor environmental quality (IEQ) (i.e., indoor air quality, thermal comfort, acoustic quality, and interior space and furnishings) on overall service quality (OSQ), customer satisfaction, and customer loyalty. Hotel guests were selected to examine the proposed IEQ model developed grounded on the Mehrabian-Russell model and Bitner’s conceptual model. To analyze the data, the PLS-SEM was utilized. Results indicate the following significant relationships: between interior space and furnishings and OSQ, between interior space and furnishings and customer satisfaction. Results also show that two significant factors influencing customer satisfaction are thermal comfort and IAQ. In turn, they influence customer loyalty. Implications for researchers and managers are discussed.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-01-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42249041","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-12-29DOI: 10.1080/15256480.2021.2017812
Xingyu Wang, YooHee Hwang, Priyanko Guchait
ABSTRACT This paper aims to understand travelers’ responses to apologies of robot (vs. human) employees following service failures and how travelers’ age influences their responses. Using a scenario-based between-subject experimental design, Study 1 finds that human employees’ apologies (vs. no apologies) enhance travelers’ revisit intention while robot employees’ apologies do not have such an effect. Study 2 reveals that human employees’ apologies increase satisfaction among younger travelers, whereas robot employees’ apologies increase satisfaction among older travelers. Managers in the hospitality and tourism industry may train their employees (vs. design robot employees’ apology messages) effectively to serve travelers in different ages.
{"title":"When Robot (Vs. Human) Employees Say “Sorry” Following Service Failure","authors":"Xingyu Wang, YooHee Hwang, Priyanko Guchait","doi":"10.1080/15256480.2021.2017812","DOIUrl":"https://doi.org/10.1080/15256480.2021.2017812","url":null,"abstract":"ABSTRACT This paper aims to understand travelers’ responses to apologies of robot (vs. human) employees following service failures and how travelers’ age influences their responses. Using a scenario-based between-subject experimental design, Study 1 finds that human employees’ apologies (vs. no apologies) enhance travelers’ revisit intention while robot employees’ apologies do not have such an effect. Study 2 reveals that human employees’ apologies increase satisfaction among younger travelers, whereas robot employees’ apologies increase satisfaction among older travelers. Managers in the hospitality and tourism industry may train their employees (vs. design robot employees’ apology messages) effectively to serve travelers in different ages.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-12-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46068148","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-12-23DOI: 10.1080/15256480.2022.2019502
C. Barrows
{"title":"Letter from the Editor","authors":"C. Barrows","doi":"10.1080/15256480.2022.2019502","DOIUrl":"https://doi.org/10.1080/15256480.2022.2019502","url":null,"abstract":"","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-12-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47676400","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-12-10DOI: 10.1080/15256480.2021.2015040
Jeou-Shyan Horng, Chih-Hsing Liu, Sheng-Fang Chou, D. Hu
ABSTRACT Using an expanded view of the E-S-P (Environment-Strategy-Performance) perspective, this study was based on the ESCAPE model to investigate the relationship between entrepreneurial orientation and performance under environmental uncertainty in Taiwan’s hospitality and tourism start-ups. The findings from 543 entrepreneurs demonstrate that organizational learning mediated between entrepreneurial orientation and that organization performance is also mediated between entrepreneurial orientation and competitive advantage. Moreover, the findings show that environmental uncertainty strengthens the mediation effect on performance and competitive advantage.
{"title":"Entrepreneurial Orientation, Organizational Learning, and Performance in Hospitality and Tourism Start-ups: The ESCAPE Perspective","authors":"Jeou-Shyan Horng, Chih-Hsing Liu, Sheng-Fang Chou, D. Hu","doi":"10.1080/15256480.2021.2015040","DOIUrl":"https://doi.org/10.1080/15256480.2021.2015040","url":null,"abstract":"ABSTRACT Using an expanded view of the E-S-P (Environment-Strategy-Performance) perspective, this study was based on the ESCAPE model to investigate the relationship between entrepreneurial orientation and performance under environmental uncertainty in Taiwan’s hospitality and tourism start-ups. The findings from 543 entrepreneurs demonstrate that organizational learning mediated between entrepreneurial orientation and that organization performance is also mediated between entrepreneurial orientation and competitive advantage. Moreover, the findings show that environmental uncertainty strengthens the mediation effect on performance and competitive advantage.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-12-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46171906","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-12-09DOI: 10.1080/15256480.2021.2015042
Kang-Lin Peng, K. Peng, W. Au, T. Baum
ABSTRACT The study explores the human resource transformation from the food-delivery workers’ perspective. Utilizing a mixed-methods approach, we found nine job motivations fitted to a tri-dimensional conceptualization model of the food-delivery workers. Four role senders who induce stresses in the role structures were identified. The effects of job motivations on role stressors vary across different working conditions. Role conflict is a severe problem generating turnover intention in the supply-side of sharing economy. The practical contribution shows productivity enhancement from workers’ intrinsic factors. The extrinsic factors of welfare economics are still essential for human resource transformation in the sharing economy.
{"title":"Food-delivery Workers in the Sharing Economy: Supply-side Human Resource Transformation","authors":"Kang-Lin Peng, K. Peng, W. Au, T. Baum","doi":"10.1080/15256480.2021.2015042","DOIUrl":"https://doi.org/10.1080/15256480.2021.2015042","url":null,"abstract":"ABSTRACT The study explores the human resource transformation from the food-delivery workers’ perspective. Utilizing a mixed-methods approach, we found nine job motivations fitted to a tri-dimensional conceptualization model of the food-delivery workers. Four role senders who induce stresses in the role structures were identified. The effects of job motivations on role stressors vary across different working conditions. Role conflict is a severe problem generating turnover intention in the supply-side of sharing economy. The practical contribution shows productivity enhancement from workers’ intrinsic factors. The extrinsic factors of welfare economics are still essential for human resource transformation in the sharing economy.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46733293","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-12-08DOI: 10.1080/15256480.2021.2015043
J. Xu, Jong-Hyeong Kim
ABSTRACT The extant literature has demonstrated the significant effect of food names on consumer behavior. However, few studies focused on food names with auspicious meanings. Thus, this study proposes an attribute-value-satisfaction-intention (AVSI) model to enhance our understanding of the effect of food names on consumer behavior. Data were collected from 483 Chinese consumers who had recently purchased auspiciously named food products. The results indicate that both the meaning and the linguistic characteristics of food name attributes had a positive influence on consumer values. Consumer values also significantly affected repurchase intention directly and indirectly through satisfaction. Furthermore, individuals’ superstitious beliefs served as a partial moderator. This study’s results provide important insights for developing effective marketing strategies to increase consumer loyalty.
{"title":"The Influence of Auspicious Food Names on Consumer Behavior: The Moderating Effect of Superstitious Belief","authors":"J. Xu, Jong-Hyeong Kim","doi":"10.1080/15256480.2021.2015043","DOIUrl":"https://doi.org/10.1080/15256480.2021.2015043","url":null,"abstract":"ABSTRACT The extant literature has demonstrated the significant effect of food names on consumer behavior. However, few studies focused on food names with auspicious meanings. Thus, this study proposes an attribute-value-satisfaction-intention (AVSI) model to enhance our understanding of the effect of food names on consumer behavior. Data were collected from 483 Chinese consumers who had recently purchased auspiciously named food products. The results indicate that both the meaning and the linguistic characteristics of food name attributes had a positive influence on consumer values. Consumer values also significantly affected repurchase intention directly and indirectly through satisfaction. Furthermore, individuals’ superstitious beliefs served as a partial moderator. This study’s results provide important insights for developing effective marketing strategies to increase consumer loyalty.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-12-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49559884","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-12-07DOI: 10.1080/15256480.2021.2015041
M. Tasçioglu, D. Yener
ABSTRACT The COVID-19 outbreak had a substantial effect on the world economy. The hospitality industry is experiencing severe financial strain. There is a need to understand consumer perceptions better to overcome this crisis. This study aims to gain insights into the impact of consumption orientation, trip mode, and hotels’ environmental sustainability decisions on consumers’ perceived risk factors. A 2 (consumption orientation: utilitarian/hedonic) x 2 (trip mode: solo/with family) x 2 (environmental sustainability decision: maintained/abandoned) scenario-based experiment was conducted to explore the main and interaction effects on consumers’ perceived overall, social, time, financial, physical, performance, psychological risk. The study’s findings reveal that during the COVID-19 situation, consumers perceive more risk when consumption orientation is utilitarian, the trip mode is with family, and hotels maintain sustainability practices.
{"title":"Understanding Consumers’ Perceived Risk during the COVID-19 Threat: A Scenario-Based Experiment","authors":"M. Tasçioglu, D. Yener","doi":"10.1080/15256480.2021.2015041","DOIUrl":"https://doi.org/10.1080/15256480.2021.2015041","url":null,"abstract":"ABSTRACT The COVID-19 outbreak had a substantial effect on the world economy. The hospitality industry is experiencing severe financial strain. There is a need to understand consumer perceptions better to overcome this crisis. This study aims to gain insights into the impact of consumption orientation, trip mode, and hotels’ environmental sustainability decisions on consumers’ perceived risk factors. A 2 (consumption orientation: utilitarian/hedonic) x 2 (trip mode: solo/with family) x 2 (environmental sustainability decision: maintained/abandoned) scenario-based experiment was conducted to explore the main and interaction effects on consumers’ perceived overall, social, time, financial, physical, performance, psychological risk. The study’s findings reveal that during the COVID-19 situation, consumers perceive more risk when consumption orientation is utilitarian, the trip mode is with family, and hotels maintain sustainability practices.","PeriodicalId":46737,"journal":{"name":"International Journal of Hospitality & Tourism Administration","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-12-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45965087","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：