Pub Date : 2024-03-23DOI: 10.1177/19389655241238947
Salman Yousaf, Jong Min Kim
This study sought to investigate the impact of the COVID-19 crisis on the online reviewing behavior of individuals with narcissistic traits. We conducted a textual analysis of online reviews submitted to TripAdvisor.com for hotels in New York City, covering the period from August 1, 2019, to July 31, 2022. This time frame allowed us to examine the phases before the COVID-19 crisis, during the early stages of the pandemic, and in the later stages of the crisis. We observed that the negative correlation between narcissism and review ratings was less evident during the initial phase of the COVID-19 crisis but became more pronounced as the crisis progressed. Conversely, the positive correlation between narcissism and the perceived helpfulness of reviews was stronger in the early stages of the COVID-19 crisis compared with the later stages. This suggests that the behavior of posting online reviews may serve as a form of social support mechanism, particularly utilized by narcissistic individuals to address their vulnerabilities, which was more apparent during the early phase of the COVID-19 crisis. These findings open new avenues for research and have practical implications for professionals in the hospitality, tourism, and service industries, especially in understanding consumer behavior during crisis periods.
{"title":"Temporal Dimensions of Crisis and Online Hotel Reviews: A Social Support Perspective of Narcissists During the Pandemic","authors":"Salman Yousaf, Jong Min Kim","doi":"10.1177/19389655241238947","DOIUrl":"https://doi.org/10.1177/19389655241238947","url":null,"abstract":"This study sought to investigate the impact of the COVID-19 crisis on the online reviewing behavior of individuals with narcissistic traits. We conducted a textual analysis of online reviews submitted to TripAdvisor.com for hotels in New York City, covering the period from August 1, 2019, to July 31, 2022. This time frame allowed us to examine the phases before the COVID-19 crisis, during the early stages of the pandemic, and in the later stages of the crisis. We observed that the negative correlation between narcissism and review ratings was less evident during the initial phase of the COVID-19 crisis but became more pronounced as the crisis progressed. Conversely, the positive correlation between narcissism and the perceived helpfulness of reviews was stronger in the early stages of the COVID-19 crisis compared with the later stages. This suggests that the behavior of posting online reviews may serve as a form of social support mechanism, particularly utilized by narcissistic individuals to address their vulnerabilities, which was more apparent during the early phase of the COVID-19 crisis. These findings open new avenues for research and have practical implications for professionals in the hospitality, tourism, and service industries, especially in understanding consumer behavior during crisis periods.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"31 1","pages":""},"PeriodicalIF":3.5,"publicationDate":"2024-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140205545","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-01DOI: 10.1177/19389655241235106
Alei Fan, Laurie Wu, Chang Ma, Peihao Wang
Drawing on persuasion theory and persuasion knowledge theory, this research evaluates the technology-facilitated preservice tipping practices and tipping enhancement strategies currently employed by food ordering and delivery service platforms such as Uber Eats. The findings from two empirical experimental studies show that, in the technology-facilitated preservice tipping encounter, the presence of a reason to tip increases customers’ tipping amount and lowers their inferred manipulative intent of tipping. The lowered inferred manipulative intent of tipping reduces dissatisfaction with the payment experience and enhanced intention to use such a payment app for future service. However, the adoption of additional server personalization attenuates the positive impact of providing tipping reason on the inferred manipulative intent, dissatisfaction with the payment experience and intention to use such a payment app for future service. The research findings offer practical implications to contemporary hospitality practitioners when facing the emerging technology-facilitated preservice tipping encounters, reminding the marketers about customers’ awareness of and reactance toward firms’ persuasion efforts to make customer spend more.
{"title":"The Manipulative Effects in the Technology-Facilitated Preservice Tipping Experience","authors":"Alei Fan, Laurie Wu, Chang Ma, Peihao Wang","doi":"10.1177/19389655241235106","DOIUrl":"https://doi.org/10.1177/19389655241235106","url":null,"abstract":"Drawing on persuasion theory and persuasion knowledge theory, this research evaluates the technology-facilitated preservice tipping practices and tipping enhancement strategies currently employed by food ordering and delivery service platforms such as Uber Eats. The findings from two empirical experimental studies show that, in the technology-facilitated preservice tipping encounter, the presence of a reason to tip increases customers’ tipping amount and lowers their inferred manipulative intent of tipping. The lowered inferred manipulative intent of tipping reduces dissatisfaction with the payment experience and enhanced intention to use such a payment app for future service. However, the adoption of additional server personalization attenuates the positive impact of providing tipping reason on the inferred manipulative intent, dissatisfaction with the payment experience and intention to use such a payment app for future service. The research findings offer practical implications to contemporary hospitality practitioners when facing the emerging technology-facilitated preservice tipping encounters, reminding the marketers about customers’ awareness of and reactance toward firms’ persuasion efforts to make customer spend more.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"41 1","pages":""},"PeriodicalIF":3.5,"publicationDate":"2024-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140025048","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-02-23DOI: 10.1177/19389655241230229
Youngki Jang, Crocker H. Liu, David Weinbaum, Nir Yehuda
Relative to sales, the average operating lease commitments of hospitality firms are 4 times larger than those of other publicly traded firms. In response to the recently enacted accounting standards update No. 2016-02 (ASU 2016-02) that requires lessees to recognize operating leases on their balance sheet, hospitality firms decreased their use of operating leases, switching to shorter-term off-balance sheet leases. We find that this change did not have negative consequences on firm performance, shareholders, or employees. The only significant effect we do find is an improvement in credit ratings for firms that reduced operating leases in response to the new standard. Our findings are inconsistent with the concerns some hospitality managers and academics expressed prior to the introduction of the standard.
{"title":"Performing Up to Par: Hospitality Firms After ASU 2016-02","authors":"Youngki Jang, Crocker H. Liu, David Weinbaum, Nir Yehuda","doi":"10.1177/19389655241230229","DOIUrl":"https://doi.org/10.1177/19389655241230229","url":null,"abstract":"Relative to sales, the average operating lease commitments of hospitality firms are 4 times larger than those of other publicly traded firms. In response to the recently enacted accounting standards update No. 2016-02 (ASU 2016-02) that requires lessees to recognize operating leases on their balance sheet, hospitality firms decreased their use of operating leases, switching to shorter-term off-balance sheet leases. We find that this change did not have negative consequences on firm performance, shareholders, or employees. The only significant effect we do find is an improvement in credit ratings for firms that reduced operating leases in response to the new standard. Our findings are inconsistent with the concerns some hospitality managers and academics expressed prior to the introduction of the standard.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"28 1","pages":""},"PeriodicalIF":3.5,"publicationDate":"2024-02-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139952422","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-02-07DOI: 10.1177/19389655241226557
Sasha Stoikov, Stefano Borzillo, Steffen Raub
It has been established in the literature that the number of ratings and the scores restaurants obtain on online rating systems (ORS) significantly impact their revenue. However, when a restaurant has a limited number of ratings, it may be challenging to predict its future performance. It may well be that ratings reveal more about the user who gave the rating than about the quality of the restaurant. This motivates us to segment users into “inflating raters,” who tend to give unusually high ratings, and “deflating raters,” who tend to give unusually low ratings, and compare the rankings generated by these two populations. Using a public dataset provided by Yelp, we find that deflating raters are better at predicting restaurants that will achieve a top rating (4.5 and above) in the future. As such, these deflating raters may have an important role in restaurant discovery.
{"title":"Picky Eaters Make for Better Raters","authors":"Sasha Stoikov, Stefano Borzillo, Steffen Raub","doi":"10.1177/19389655241226557","DOIUrl":"https://doi.org/10.1177/19389655241226557","url":null,"abstract":"It has been established in the literature that the number of ratings and the scores restaurants obtain on online rating systems (ORS) significantly impact their revenue. However, when a restaurant has a limited number of ratings, it may be challenging to predict its future performance. It may well be that ratings reveal more about the user who gave the rating than about the quality of the restaurant. This motivates us to segment users into “inflating raters,” who tend to give unusually high ratings, and “deflating raters,” who tend to give unusually low ratings, and compare the rankings generated by these two populations. Using a public dataset provided by Yelp, we find that deflating raters are better at predicting restaurants that will achieve a top rating (4.5 and above) in the future. As such, these deflating raters may have an important role in restaurant discovery.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"129 1","pages":""},"PeriodicalIF":3.5,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139952419","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-01-29DOI: 10.1177/19389655231223369
Tashlin Lakhani, David Sherwyn, Paul Wagner
The Supreme Court dropped several of its most anxiously awaited and controversial cases during the last week of June 2023. While two of the cases, 303 Creative LLC v. Elenis and Students for Fair Admissions., Inc., v. President & Fellows of Harvard College, received most of the press, a third case will likely be the most consequential of the three for the hospitality industry. In Groff v. DeJoy, Postmaster General, the Supreme Court, in a 9-0 decision, rejected a 25 year+ interpretation of a Supreme Court case defining employers’ obligations to accommodate religion. Because the Court released its Groff decision during the same week as the release of both 303 Creative and the Harvard cases, Groff was lost in the shuffle. However, we argue that Groff’s imprecise but radical change of what constitutes an undue hardship for religious accommodations under Title VII of the Civil Rights Act of 1964 will create confusion, may cause dissention, and will add to an already difficult labor market in hospitality and other industries. To support our proposition, this article examines (a) the development of religious accommodation law before 1977, (b) the 1977 Supreme Court case that the Groff Court rejected, (c) the subsequent precedent of that 1977 case, (d) the passing and development of the Americans with Disabilities Act, and then, (e) the effect of Groff.
{"title":"Same Words, Different Meanings—Same Courts, Different Leanings: How the Supreme Court’s Latest Religious Accommodation Holding Changes the Law and Affects Employers","authors":"Tashlin Lakhani, David Sherwyn, Paul Wagner","doi":"10.1177/19389655231223369","DOIUrl":"https://doi.org/10.1177/19389655231223369","url":null,"abstract":"The Supreme Court dropped several of its most anxiously awaited and controversial cases during the last week of June 2023. While two of the cases, 303 Creative LLC v. Elenis and Students for Fair Admissions., Inc., v. President & Fellows of Harvard College, received most of the press, a third case will likely be the most consequential of the three for the hospitality industry. In Groff v. DeJoy, Postmaster General, the Supreme Court, in a 9-0 decision, rejected a 25 year+ interpretation of a Supreme Court case defining employers’ obligations to accommodate religion. Because the Court released its Groff decision during the same week as the release of both 303 Creative and the Harvard cases, Groff was lost in the shuffle. However, we argue that Groff’s imprecise but radical change of what constitutes an undue hardship for religious accommodations under Title VII of the Civil Rights Act of 1964 will create confusion, may cause dissention, and will add to an already difficult labor market in hospitality and other industries. To support our proposition, this article examines (a) the development of religious accommodation law before 1977, (b) the 1977 Supreme Court case that the Groff Court rejected, (c) the subsequent precedent of that 1977 case, (d) the passing and development of the Americans with Disabilities Act, and then, (e) the effect of Groff.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"17 1","pages":""},"PeriodicalIF":3.5,"publicationDate":"2024-01-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139952330","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-01-08DOI: 10.1177/19389655231223364
Saram Han, Daria Mikhailova
Online hotel reviews on platforms like TripAdvisor are crucial in shaping customer choices and steering business strategies in the hospitality sector. However, the effectiveness of these platforms is partially hindered by the self-selection bias found in voluntary reviews. This bias can create false expectations and unsatisfactory experiences, mainly as the feedback generally comes from a non-representative group of self-motivated reviewers (SMRs). A common strategy to mitigate this bias is increasing the number of reviews through customer surveys, generating retailer-prompted reviews (RPRs). However, these RPRs, despite reducing selection bias, tend to lack the depth and insight of SMRs, resulting in a credibility gap and reduced representativeness. To address this, our study presents a novel approach using the propensity score adjustment (PSA) technique. This method leverages the distribution of RPRs to refine the accuracy of text data from SMRs, aiming to enhance the reliability and representativeness of online reviews. By combining the strengths of both RPRs and SMRs, we aim to create an online review environment that is both accurate and reliable. In conclusion, this research marks an important step toward improving online review platforms, aiming for a more transparent and trustworthy environment for reviews.
{"title":"Reducing the Bias in Online Reviews Using Propensity Score Adjustment","authors":"Saram Han, Daria Mikhailova","doi":"10.1177/19389655231223364","DOIUrl":"https://doi.org/10.1177/19389655231223364","url":null,"abstract":"Online hotel reviews on platforms like TripAdvisor are crucial in shaping customer choices and steering business strategies in the hospitality sector. However, the effectiveness of these platforms is partially hindered by the self-selection bias found in voluntary reviews. This bias can create false expectations and unsatisfactory experiences, mainly as the feedback generally comes from a non-representative group of self-motivated reviewers (SMRs). A common strategy to mitigate this bias is increasing the number of reviews through customer surveys, generating retailer-prompted reviews (RPRs). However, these RPRs, despite reducing selection bias, tend to lack the depth and insight of SMRs, resulting in a credibility gap and reduced representativeness. To address this, our study presents a novel approach using the propensity score adjustment (PSA) technique. This method leverages the distribution of RPRs to refine the accuracy of text data from SMRs, aiming to enhance the reliability and representativeness of online reviews. By combining the strengths of both RPRs and SMRs, we aim to create an online review environment that is both accurate and reliable. In conclusion, this research marks an important step toward improving online review platforms, aiming for a more transparent and trustworthy environment for reviews.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"52 15","pages":""},"PeriodicalIF":3.5,"publicationDate":"2024-01-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139448290","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-21DOI: 10.1177/19389655231214758
Saddam Abdullah, P. Van Cauwenberge, Heidi Vander Bauwhede, Peter O’Connor
This article examines the effect of user review ratings and sentiment in review comments on restaurant profitability. In addition, the effects of sentiment in review comments in a local versus a foreign language are compared. User sentiments are mined from 63,904 Dutch and 42,980 English TripAdvisor review comments for restaurants in Flanders (the Dutch-speaking region of Belgium). The article exploits the availability of detailed firm-level financial reports, which are mandatory for all Belgian companies. This facilitates the investigation of bottom-line profitability, which is the ultimate measure of success, and at the same time, the inclusion of firm-specific control variables in the regression analyses. Findings suggest positive sentiment toward restaurants in general and that variations in sentiment impact profitability. Sentiment in review comments is highly significant and has a larger impact than review ratings. In addition, comments in the local language (Dutch) are more impactful than comments in a global language (English). Overall results suggest that, rather than focusing solely on quantitative ratings, restaurateurs should focus on users’ qualitative review comments, actively managing them to help drive restaurant performance. To the authors’ knowledge, this is the first study to empirically assess how review ratings, sentiment in review comments, and language of review comments impact bottom-line restaurant performance, adding to the literature supporting proactive online reputation management.
{"title":"Review Ratings, Sentiment in Review Comments, and Restaurant Profitability: Firm-Level Evidence","authors":"Saddam Abdullah, P. Van Cauwenberge, Heidi Vander Bauwhede, Peter O’Connor","doi":"10.1177/19389655231214758","DOIUrl":"https://doi.org/10.1177/19389655231214758","url":null,"abstract":"This article examines the effect of user review ratings and sentiment in review comments on restaurant profitability. In addition, the effects of sentiment in review comments in a local versus a foreign language are compared. User sentiments are mined from 63,904 Dutch and 42,980 English TripAdvisor review comments for restaurants in Flanders (the Dutch-speaking region of Belgium). The article exploits the availability of detailed firm-level financial reports, which are mandatory for all Belgian companies. This facilitates the investigation of bottom-line profitability, which is the ultimate measure of success, and at the same time, the inclusion of firm-specific control variables in the regression analyses. Findings suggest positive sentiment toward restaurants in general and that variations in sentiment impact profitability. Sentiment in review comments is highly significant and has a larger impact than review ratings. In addition, comments in the local language (Dutch) are more impactful than comments in a global language (English). Overall results suggest that, rather than focusing solely on quantitative ratings, restaurateurs should focus on users’ qualitative review comments, actively managing them to help drive restaurant performance. To the authors’ knowledge, this is the first study to empirically assess how review ratings, sentiment in review comments, and language of review comments impact bottom-line restaurant performance, adding to the literature supporting proactive online reputation management.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"34 10","pages":""},"PeriodicalIF":3.5,"publicationDate":"2023-12-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138950090","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-14DOI: 10.1177/19389655231216123
Jungsun (Sunny) Kim, Anthony F. Lucas
There is a paucity of theory-driven research investigating the factors influencing consumer acceptance of cashless gambling technology. Thus, the purpose of this study is to explore whether the six constructs in the Unified Theory of Acceptance and Use of Technology 2 (i.e., performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, and price-value) significantly influence intention to use cashless gambling technology. This work further examined important determinants of performance expectancy and effort expectancy, based on the Technology Acceptance Model 3. Survey responses were collected from U.S. consumers who had gambled at a land-based casino in the United States, and Australian consumers who had gambled at a club/casino in Australia in the preceding 12 months. The data were analyzed via confirmatory factor analysis and structural equation modeling. We found that social influence and price-value significantly influenced the intention to use cashless gambling technology. Performance expectancy was found to be an important predictor of behavioral intention. The results identified effort expectancy and hedonic motivation as key determinants of performance expectancy. Facilitating conditions and hedonic motivation were found to be significant determinants of effort expectancy. Our findings reveal new avenues of exploration in the emerging field of cashless technology within the hospitality/gaming sector. Finally, this study provides recommendations for hospitality/gaming operators and vendors seeking to enhance customer perceptions and acceptance of cashless technology.
{"title":"Perceptions and Acceptance of Cashless Gambling Technology: An Empirical Study of U.S. and Australian Consumers","authors":"Jungsun (Sunny) Kim, Anthony F. Lucas","doi":"10.1177/19389655231216123","DOIUrl":"https://doi.org/10.1177/19389655231216123","url":null,"abstract":"There is a paucity of theory-driven research investigating the factors influencing consumer acceptance of cashless gambling technology. Thus, the purpose of this study is to explore whether the six constructs in the Unified Theory of Acceptance and Use of Technology 2 (i.e., performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, and price-value) significantly influence intention to use cashless gambling technology. This work further examined important determinants of performance expectancy and effort expectancy, based on the Technology Acceptance Model 3. Survey responses were collected from U.S. consumers who had gambled at a land-based casino in the United States, and Australian consumers who had gambled at a club/casino in Australia in the preceding 12 months. The data were analyzed via confirmatory factor analysis and structural equation modeling. We found that social influence and price-value significantly influenced the intention to use cashless gambling technology. Performance expectancy was found to be an important predictor of behavioral intention. The results identified effort expectancy and hedonic motivation as key determinants of performance expectancy. Facilitating conditions and hedonic motivation were found to be significant determinants of effort expectancy. Our findings reveal new avenues of exploration in the emerging field of cashless technology within the hospitality/gaming sector. Finally, this study provides recommendations for hospitality/gaming operators and vendors seeking to enhance customer perceptions and acceptance of cashless technology.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"23 3","pages":""},"PeriodicalIF":3.5,"publicationDate":"2023-12-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139002959","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-09DOI: 10.1177/19389655231214744
A. Manoharan, Claire Hutchinson, Gerrit J. M. Treuren, Juan M. Madera
The hospitality industry employs people with disabilities; however, as an emerging research area, little is known about the antecedents, experience, and consequences of disability employment in the sector. To address this gap, this article provides a systematic literature review of the peer-reviewed literature to improve the understanding of the employment of people with disability in the hospitality sector. This review analyzes papers published between 1990 and 2021 reporting on organizational programs established to increase the recruitment and retention of employees with disabilities. This resulted in 36 papers for systematic review analysis and answers three essential questions regarding employer initiatives to promote the employment of people with disabilities, barriers and facilitators to the employment of people with disabilities, and benefits and challenges of employing people with disabilities in the hospitality sector. Our review provides a conceptual framework that integrates the present body of literature. This review also identifies a future research agenda for the future study of disability employment in hospitality organizations by outlining five gaps in the literature, which include theoretical rigor, expansion of disability employment research scope, country context, methodological improvement, and disability diversity management.
{"title":"Disability Employment in the Hospitality Industry: A Systematic Literature Review","authors":"A. Manoharan, Claire Hutchinson, Gerrit J. M. Treuren, Juan M. Madera","doi":"10.1177/19389655231214744","DOIUrl":"https://doi.org/10.1177/19389655231214744","url":null,"abstract":"The hospitality industry employs people with disabilities; however, as an emerging research area, little is known about the antecedents, experience, and consequences of disability employment in the sector. To address this gap, this article provides a systematic literature review of the peer-reviewed literature to improve the understanding of the employment of people with disability in the hospitality sector. This review analyzes papers published between 1990 and 2021 reporting on organizational programs established to increase the recruitment and retention of employees with disabilities. This resulted in 36 papers for systematic review analysis and answers three essential questions regarding employer initiatives to promote the employment of people with disabilities, barriers and facilitators to the employment of people with disabilities, and benefits and challenges of employing people with disabilities in the hospitality sector. Our review provides a conceptual framework that integrates the present body of literature. This review also identifies a future research agenda for the future study of disability employment in hospitality organizations by outlining five gaps in the literature, which include theoretical rigor, expansion of disability employment research scope, country context, methodological improvement, and disability diversity management.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"22 3","pages":""},"PeriodicalIF":3.5,"publicationDate":"2023-12-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138585707","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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