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Enhancing Performance and Perceived Justice in Hospitality Organizations: An Integrated Model of Gender Diversity Within Top Management Teams 在酒店组织中提高绩效和感知公正:高层管理团队中性别多样性的综合模型
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-03-30 DOI: 10.1177/19389655231164063
Minwoo Lee, Michelle Russen, M. Dawson, Juan M. Madera
Prior research has produced conflicting findings regarding the positive outcomes of having gender diversity within top management teams. These studies have not considered the industry-specific context, the incorporation of binary, agender, and transexual traits, and potential non-financial outcomes, which play a role in organizational performance. Therefore, this paper aims to further this research by offering a research framework that is hospitality specific, highlights the benefits of gender diversity, and delineates the impact of gender diversity on firm performance and organizational justice based upon previous research and theories. The authors introduce potential processes and facilitators influencing the relationship between gender diversity, organizational performance, and organizational justice. These mechanisms have the potential to shape strategic changes, influence employee behaviors, increase service levels, and ultimately provide a competitive advantage.
关于高层管理团队性别多元化的积极结果,之前的研究得出了相互矛盾的结果。这些研究没有考虑到行业特定背景、二元性别、性别和变性特征的结合,以及潜在的非财务结果,这些因素在组织绩效中发挥作用。因此,本文旨在通过提供一个特定于酒店业的研究框架来进一步研究,强调性别多样性的好处,并在之前的研究和理论的基础上描述性别多样性对公司绩效和组织公正的影响。作者介绍了影响性别多样性、组织绩效和组织公正之间关系的潜在过程和促进因素。这些机制有可能塑造战略变革,影响员工行为,提高服务水平,并最终提供竞争优势。
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引用次数: 3
A Two-Path Moderated Mediation Model of Customer-Driven Service Innovation 顾客驱动服务创新的双路径调节中介模型
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-03-28 DOI: 10.1177/19389655231161182
F. Xu, E. Ma, Yun Zhang
This study proposes a moderated mediation model of customer-driven hotel employee service innovations. Building on social exchange and social identity theories, we suggest that positive customer–employee exchanges influence employees’ service innovations via direct and indirect paths. While the reciprocal nature of social exchanges was used to explain the direct path from customer–employee exchange to employees’ service innovation, social identity theory was used to explain the indirect path whereby customers’ inputs shape employees’ creative role identities, thus fostering innovation behaviors. The study further tests how organization openness serves as a boundary condition, and the results support the moderating role of organization openness, suggesting that while positive customer–employee exchanges help shape employees’ self-identification (as being creative) and trigger employees’ service innovation, an open organization encourages employees to actively engage in service innovations.
本研究提出了一个由客户驱动的酒店员工服务创新的适度中介模型。基于社会交流和社会认同理论,我们认为积极的客户-员工交流通过直接和间接的途径影响员工的服务创新。社会交流的互惠性被用来解释从客户-员工交流到员工服务创新的直接路径,而社会认同理论被用来解释客户的投入塑造员工创造性角色认同从而促进创新行为的间接路径。该研究进一步检验了组织开放性如何作为边界条件,结果支持组织开放性的调节作用,表明积极的客户-员工交流有助于塑造员工的自我认同(创造性)并引发员工的服务创新,开放的组织鼓励员工积极参与服务创新。
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引用次数: 1
Revenue Analytics: The Problem With Fixed-Tier Pricing 收益分析:固定等级定价的问题
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-02-08 DOI: 10.1177/19389655231152456
Jing Ma, Z. Schwartz
With the widely used fixed-tier computerized pricing system (e.g., based on the best available rate or BAR), fenced discount rates are set and updated as a fixed percentage of the base rate such as the BAR. This intuitive computer-automated solution to a complex pricing issue is, however, theoretically suboptimal. The study demonstrates why the practice of using fixed-tier pricing is suboptimal, showing that this fixed-tier approach is inferior even when the initial set of fenced rates is optimal and even in the unlikely scenario of the various market segments’ demand curves shifting proportionally. As such, practitioners should avoid using a convenient fixed-tier pricing model (BAR-based or not) where only one pricing optimization is run and the rest of the fenced prices are calculated based on this optimized price using fixed percentages. Instead, a fenced-rate pricing system where individual segments are treated independently, and optimizations are run for each segment should be adopted.
在广泛使用的固定层计算机定价系统(例如,基于最佳可用利率或BAR)中,固定贴现率被设定和更新为基准利率(如BAR)的固定百分比。然而,这种针对复杂定价问题的直观的计算机自动化解决方案在理论上是次优的。该研究证明了为什么使用固定层定价的做法是次优的,表明这种固定层方法是次等的,即使在初始的隔离费率是最优的,甚至在各种细分市场的需求曲线按比例移动的不太可能的情况下。因此,从业者应该避免使用方便的固定层定价模型(无论是否基于bar),其中只运行一次定价优化,其余的围栏价格是基于此优化价格使用固定百分比计算的。相反,应该采用一种隔离费率定价系统,其中独立处理各个部分,并对每个部分进行优化。
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引用次数: 0
Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data 本地和连锁餐厅的顾客评论比较:谷歌评论数据的多层次方法
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-02-01 DOI: 10.1177/19389655221102388
Beril Yalçinkaya, D. Just
Online reviews influence customer decisions and present publicly available data to investigate differences between customer evaluations for local and chain businesses. We conduct a text analysis on a sample of 80,728 online customer reviews of quick-service restaurants to examine how the impact of dining experience attributes on customer evaluation differs between the two restaurant types. Estimation of multilevel multinomial models reveals that customer reviews for local restaurants have less polarized sentiment than chain restaurants. This polarization is also evident for sentiment usage related to four dining experience attributes: food, service, ambience, and price. Although food offerings are essential to get high ratings for local restaurants, service quality has a relatively greater impact on customer satisfaction for chains. Although customer reviews favor local restaurants, they need powerful testimonials for differentiation due to high review valence among their local competitors.
在线评论影响客户决策,并提供公开可用的数据,以调查本地和连锁企业客户评估之间的差异。我们对80728家快速服务餐厅的在线顾客评价样本进行了文本分析,以考察用餐体验属性对顾客评价的影响在两种餐厅类型之间的差异。多层次多项式模型的估计表明,与连锁餐厅相比,当地餐厅的顾客评价没有那么两极分化。这种两极分化在与四种用餐体验属性相关的情感使用中也很明显:食物、服务、氛围和价格。尽管食品供应对当地餐馆获得高评价至关重要,但服务质量对连锁店顾客满意度的影响相对较大。尽管顾客评价有利于当地餐馆,但由于当地竞争对手的评价效价很高,它们需要强有力的证明来进行差异化。
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引用次数: 2
All Over the Map 到处都是
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2023-01-04 DOI: 10.1177/19389655221144539
J. Tracey
I admit to thinking that I have a lot more control over the content that is published in the Cornell Hospitality Quarterly (CHQ) than I actually possess. Indeed, journal editors can have a substantial influence in shaping the knowledge base of a specific topic or field of study. However, authors define and determine the content that is ultimately published. Historically, our journal has attracted the attention of scholars whose work is guided by the industry’s current competitive priorities and grounded firmly within an appropriate explanatory framework. As expected, a great deal of the CHQ’s content has a strong customer orientation and emphasis. However, and reflective of the broad array of competitive priorities, many other stakeholder and industry influences are featured. The current issue exemplifies the wide variance in strategic and operational challenges that keep our industry colleagues up at night. From the influences associated with short-term rental platforms and the legal and ethical implications of using online hospitality data, to consumer attitudes about biometric data and factors that can influence workplace conditions, the featured articles demonstrate the breadth of issues that are acutely relevant for hospitality industry professionals. And while the topics may appear to be all over the map, my sincerest thanks to our authors for pursuing research that aligns with the industry’s wide-ranging needs and reinforces the CHQ’s editorial mission. Enjoy!
我承认,我认为我对《康奈尔酒店季刊》(CHQ)上发表的内容的控制权比我实际拥有的要大得多。事实上,期刊编辑在塑造特定主题或研究领域的知识库方面可以产生重大影响。然而,作者定义并确定最终发布的内容。从历史上看,我们的期刊吸引了学者的注意,他们的工作以行业当前的竞争重点为指导,并牢牢地建立在适当的解释框架内。不出所料,CHQ的许多内容都有强烈的客户导向和重点。然而,许多其他利益相关者和行业影响也反映了广泛的竞争重点。当前的问题说明了战略和运营挑战的巨大差异,这些挑战让我们的行业同事彻夜难眠。从与短期租赁平台相关的影响以及使用在线酒店数据的法律和道德影响,到消费者对生物特征数据的态度以及可能影响工作场所条件的因素,专题文章展示了与酒店业专业人士密切相关的问题的广度。虽然这些主题似乎无处不在,但我最衷心地感谢我们的作者进行了符合行业广泛需求的研究,并加强了CHQ的编辑使命。享受
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引用次数: 11
“Best Employers”: The Impacts of Employee Reviews and Employer Awards on Job Seekers’ Application Intentions “最佳雇主”:员工评价和雇主奖励对求职者申请意向的影响
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-11-08 DOI: 10.1177/19389655221130741
Yunxuan (Carrie) Zhang, Cass Shum, Amanda Belarmino
While hospitality researchers have examined the impacts of user-generated content on customers, research regarding the impacts of employee reviews on job seekers’ application intentions is scarce. Yet, labor shortages in the hospitality industry have been amplified in recent years. The tight job market requires organizations to use aggressive and proactive recruitment strategies. As online employee reviews can attract both active and passive job seekers, organizations are increasingly advertising their jobs on these sites. This study draws on the elaboration likelihood model (ELM) and tests the boundary condition of work experience on the effects of overall star-ratings and employer awards on job seekers’ application intention. Through an experimental survey, this study sought to fill the gap regarding the impacts of employee-generated star-ratings and employer awards on job seekers’ application intentions. Both star-ratings and employer awards are positively related to organizational prestige. Hospitality work experience moderates the relationship between star-ratings and organizational prestige. The relationship is stronger for novice job seekers than for experienced job seekers. Organizational prestige, in turn, increases job seekers’ application intentions. Our findings extend the recruitment literature and highlight the potential usage of ELM as an explorative framework in hospitality recruitment research. The study also provides suggestions for hospitality employers to attract job seekers.
虽然酒店研究人员已经研究了用户生成的内容对客户的影响,但关于员工评论对求职者申请意向的影响的研究却很少。然而,近年来,酒店业的劳动力短缺问题日益严重。紧张的就业市场要求各组织采用积极主动的招聘策略。由于在线员工评论既能吸引主动求职者,也能吸引被动求职者,各组织越来越多地在这些网站上为自己的工作做广告。本研究借鉴了精化似然模型(ELM),检验了工作经验的边界条件对整体星级和雇主奖励对求职者申请意向的影响。通过一项实验性调查,本研究试图填补员工星级和雇主奖励对求职者申请意向影响的空白。星级评定和雇主奖都与组织声望呈正相关。酒店工作经验调节星级评定和组织声望之间的关系。对于新手求职者来说,这种关系比有经验的求职者更牢固。组织声望反过来又增加了求职者的求职意向。我们的研究结果扩展了招聘文献,并强调了ELM作为酒店招聘研究探索性框架的潜在用途。该研究还为酒店业雇主吸引求职者提供了建议。
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引用次数: 1
Providing Positive Individuating Information to Reduce Stereotype-Based Negativity in Service Encounters 提供积极的个性化信息以减少服务遭遇中基于刻板印象的消极性
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-10-26 DOI: 10.1177/19389655221127263
Nicholas A. Smith, Larry R. Martinez, S. Xu, Christopher J. Waterbury
With the increasingly diverse workforce in the hospitality and tourism industry, it is imperative to identify strategies to reduce biases in the workplace. Across two studies, we examined the utility of providing individual-level positive individuating information as a strategy to combat customers’ stereotypes in service encounters. In Study 1, we explored the effectiveness of providing either positive stereotypical or counter-stereotypical individuating information to remediate negative perceptions toward older workers in an experimental vignette study using a hypothetical customer service encounter. In Study 2, we demonstrated the robustness of this technique with a group that has opposing stereotypes compared with older workers (Asian adults). Across these two studies, we found that providing positive counter-stereotypical individuating information most strongly affected customers’ satisfaction ratings of employees by boosting positive counter-stereotypical perceptions of both older and Asian targets. We discuss the implications of our study along with possible future research related to individual-level strategies to reduce workplace discrimination.
随着酒店业和旅游业劳动力的日益多样化,确定减少工作场所偏见的策略势在必行。在两项研究中,我们检验了提供个人层面的积极个性化信息作为对抗客户在服务遭遇中的刻板印象的策略的效用。在研究1中,我们在一项使用假设客户服务遭遇的实验性小插曲研究中,探讨了提供积极的刻板印象或反刻板印象的个性化信息来纠正对老年工人的负面看法的有效性。在研究2中,我们在一个与年长工人(亚洲成年人)相比具有相反刻板印象的群体中证明了这项技术的稳健性。在这两项研究中,我们发现,提供积极的反刻板印象个性化信息通过增强对老年人和亚洲人目标的积极反刻板印象,对客户对员工的满意度影响最大。我们讨论了我们研究的意义,以及未来可能进行的与减少工作场所歧视的个人层面策略相关的研究。
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引用次数: 1
Building Community 建立社区
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-09-28 DOI: 10.1177/19389655221123211
J. Tracey
I recently acquired some new administrative responsibilities, and part of my charge is to build community among my area colleagues. My predecessor forged a strong foundation and developed a culture of collegiality and respect that will make this part of my job relatively easy. However, the context is not without challenges. Like our readers, my colleagues face numerous demands at and outside work, and it does not appear to be getting any easier. As such, it will be difficult to exceed that which has already been accomplished. Fortunately, the papers included in the current issue offer several prescriptive insights that have direct implications for my own community building purposes, and more importantly, future hospitality research and practice. The lead article by Brewster, Gourlay, and Nowak refutes prior evidence of racial differences in customer tipping behavior and offers a strong reminder about the importance of taking purposeful steps to promote equity, inclusion, and belonging in the workplace. The papers by Hendler, LaTour, and Cotte and Chen, Liu, and Mattila offer granular insights about the impact of temporal orientation and the use of innovative communication strategies, respectively, for enhancing customer experience and generating loyalty. The papers by Du, Ma, Lin and Wang, Xu, Martinez, and Van Hoof, and Vashdi, Katz-Navon, and Delegach are directly aligned with the community building motif and show how authentic leadership, stressful events, and a firm’s “service priority climate,” respectively, influence employee responses to work. Finally, the papers by Agarwal, Koch, and McNabb, Kwok, Lee, and Han, O’Neill and Yeon, and Schwartz, Webb, and Ma present several unique data-driven approaches for improving both diagnostic and evaluative decision making. There is a lot to take away from these studies, and I hope you are able to find similar applicability to your own community building and scholarly endeavors. Enjoy! J. Bruce Tracey 1123211 CQXXXX10.1177/19389655221123211Cornell Hospitality Quarterly research-article2022
我最近获得了一些新的行政职责,我的部分职责是在我的区域同事之间建立社区。我的前任打下了坚实的基础,并培养了一种合作和尊重的文化,这将使我的这部分工作相对容易。然而,这一背景并非没有挑战。和我们的读者一样,我的同事们在工作内外都面临着无数的需求,而且似乎并没有变得更容易。因此,要超越已经取得的成就将是困难的。幸运的是,本期中包含的论文提供了一些规范性的见解,这些见解对我自己的社区建设目的有直接的影响,更重要的是,对未来的酒店研究和实践有直接的影响。布鲁斯特、古尔雷和诺瓦克的主要文章驳斥了之前关于顾客小费行为存在种族差异的证据,并强烈提醒人们,采取有目的的步骤来促进工作场所的公平、包容和归属感的重要性。Hendler、LaTour、Cotte、Chen、Liu和Mattila的论文分别对时间取向和创新沟通策略的使用对增强客户体验和产生忠诚度的影响提供了详细的见解。杜、马、林、王、徐、马丁内斯、范霍夫、瓦什迪、卡兹-纳翁和德勒奇的论文直接与社区建设主题相一致,并分别展示了真实的领导、压力事件和公司的“服务优先气候”如何影响员工对工作的反应。最后,Agarwal, Koch, and McNabb, Kwok, Lee, and Han, O 'Neill and Yeon, Schwartz, Webb和Ma的论文提出了几种独特的数据驱动方法来改进诊断和评估决策。从这些研究中可以学到很多东西,我希望你能在你自己的社区建设和学术努力中找到类似的适用性。享受吧!J. Bruce Tracey 1123211 cqxxxx10.1177 /19389655221123211康奈尔酒店季刊研究文章2022
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引用次数: 0
Young People Share, But Do So Differently: An Empirical Comparison of Peer-to-Peer Accommodation Consumption Between Millennials and Generation Z 年轻人分享,但做得不同:千禧一代和Z世代对等住宿消费的实证比较
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-09-04 DOI: 10.1177/19389655221119463
Alei Fan, Hhye Won Shin, J. Shi, L. Wu
Built on the consumer socialization theory and generational cohort theory, this research examines the consumption phenomena of the sharing economy among young travelers. Specifically, the current study investigates Millennial and Generation Z travelers’ consumption intention for peer-to-peer accommodations—one of the most popular sharing economy business models. This study explores how consumption values impact young travelers’ choice of peer-to-peer accommodation and whether any similarities or differences exist across the two generational cohorts. The research findings suggest that, while utilitarian and hedonic values influence both young generations’ intention to use peer-to-peer accommodation, sustainability and social interaction values, as well as perceived social media exposure, play more important roles for Generation Z (vs. Millennials). Furthermore, young people’s needs for self-enhancement extends significant impacts on their value evaluations of the peer-to-peer accommodations, particularly for Millennials. These generational differences help industry practitioners better serve and market to the two market segments.
本研究以消费者社会化理论和代际群体理论为基础,考察了共享经济在年轻旅行者中的消费现象。具体而言,目前的研究调查了千禧一代和Z世代旅行者对点对点住宿的消费意愿,点对点是最受欢迎的共享经济商业模式之一。这项研究探讨了消费价值观如何影响年轻旅行者对对等住宿的选择,以及两代人之间是否存在任何相似或差异。研究结果表明,尽管功利主义和享乐价值观影响着年轻一代使用对等住宿的意愿,但可持续性和社交互动价值观,以及感知到的社交媒体曝光度,对Z世代(与千禧一代相比)起着更重要的作用。此外,年轻人对自我提升的需求对他们对对等住宿的价值评估产生了重大影响,尤其是对千禧一代来说。这些代际差异有助于行业从业者更好地为这两个细分市场服务和营销。
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引用次数: 5
From the Editor—August 2022 来自编辑——2022年8月
IF 3.5 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-08-01 DOI: 10.1177/19389655221105558
J. Tracey
The bar is rising. I have been extremely encouraged by the submissions we have received over the past several months. As I continue fighting through a substantial backlog—and I truly appreciate everyone’s patience with my efforts—I have seen authors place much more considered attention to three essential requirements for all papers that are published in the CHQ. The first requirement is demonstrating the practical importance, not mere relevance, of the topic for the hospitality industry. In the current issue, the lead article by Dogru, Mody, Line, Hanks, Suess, and Bonn takes a granular look the adverse influences of Airbnb on hotel performance. This is a hot topic among industry leaders, and the findings have direct implications for hotel pricing and revenue management strategies. Similarly, the corporate social responsibility paper by Num, Koh, and Jang, the gender wage gap study by Casado-Díaz, Driha, and Simón, and the article on best practices for creating bespoke customer experiences by LaTour and Brant provide clear evidence of the strategic and operational priority of the topics under investigation. The second requirement that is gaining more salience is ensuring a clear and contextualized conceptual basis for the focal study. Authors are moving away from the descriptive literature reviews and testing the applicability of models that have been established in non-hospitality settings. Instead, they are offering more explicit explanations that are informed by industry priorities, and as such, extend the more broadly based frameworks to account for the unique features associated with hospitality settings. The paper on customer-driven employee citizenship behavior by Ma, Wang, and Qu, and the article by Guzzo, Wang, and Abbott that examines the links between corporate social responsibility and employee work-related outcomes are exemplary examples of how the hospitality industry can inform and advance theoretical development. The last feature of many recently submitted papers is an increasing level of methodological rigor. More authors are utilizing multi-sample and longitudinal approaches, as well as experimental designs, that offer robust results that can be interpreted with confidence. The article on decision making behavior by Lucas, Cho, and Singh, and the study on assetlight real estate strategies by Bianchi and Marklin are particularly noteworthy in this regard and offer excellent references for the level specificity and thoroughness that is needed to produce useful, impactful research. Indeed, the bar is rising across the board, and we can look forward to a proliferation of high-quality work that accelerates our understanding of the increasingly complex challenges faced by the hospitality industry. John Bruce Tracey Cornell University 1105558 CQXXXX10.1177/19389655221105558Cornell Hospitality Quarterly editorial2022
门槛在提高。我们在过去几个月收到的意见书使我深受鼓舞。当我继续努力解决大量积压的问题时——我真的很感谢大家对我的努力的耐心——我看到作者们更加深思熟虑地关注CHQ上发表的所有论文的三个基本要求。第一个要求是证明该主题对酒店业的实际重要性,而不仅仅是相关性。在本期中,Dogru、Mody、Line、Hanks、Suess和Bonn的主要文章详细介绍了Airbnb对酒店业绩的不利影响。这是行业领导者的热门话题,研究结果对酒店定价和收入管理策略有直接影响。同样,Num、Koh和Jang的企业社会责任论文,Casado-Díaz、Driha和Simón的性别工资差距研究,以及LaTour和Brant关于创造定制客户体验的最佳实践的文章,都清楚地证明了所调查主题的战略和运营优先性。越来越突出的第二个要求是确保重点研究有一个清晰和情境化的概念基础。作者正在远离描述性文献综述,并测试在非招待环境中建立的模型的适用性。相反,他们根据行业优先事项提供了更明确的解释,并因此扩展了更广泛的框架,以解释与酒店环境相关的独特特征。马、王和曲关于客户驱动的员工公民行为的论文,以及Guzzo、王和Abbott研究企业社会责任与员工工作成果之间联系的文章,都是酒店业如何为理论发展提供信息和推动理论发展的典型例子。最近提交的许多论文的最后一个特点是方法论的严谨性不断提高。越来越多的作者正在利用多样本和纵向方法,以及实验设计,这些方法提供了可以自信地解释的稳健结果。Lucas、Cho和Singh关于决策行为的文章,以及Bianchi和Marklin关于轻资产房地产战略的研究在这方面尤其值得注意,并为产生有用、有影响力的研究所需的水平特异性和彻底性提供了极好的参考。事实上,标准正在全面提高,我们可以期待高质量工作的激增,这将加速我们对酒店业面临的日益复杂的挑战的理解。约翰·布鲁斯·特蕾西康奈尔大学1105558 CQXXXX10.1177/199389655221105558康奈尔酒店季刊2022
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引用次数: 1
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Cornell Hospitality Quarterly
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