Pub Date : 2022-10-26DOI: 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.
{"title":"Providing Positive Individuating Information to Reduce Stereotype-Based Negativity in Service Encounters","authors":"Nicholas A. Smith, Larry R. Martinez, S. Xu, Christopher J. Waterbury","doi":"10.1177/19389655221127263","DOIUrl":"https://doi.org/10.1177/19389655221127263","url":null,"abstract":"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.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47914554","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 : 2022-09-28DOI: 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
{"title":"Building Community","authors":"J. Tracey","doi":"10.1177/19389655221123211","DOIUrl":"https://doi.org/10.1177/19389655221123211","url":null,"abstract":"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","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-09-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42298661","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 : 2022-09-04DOI: 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.
{"title":"Young People Share, But Do So Differently: An Empirical Comparison of Peer-to-Peer Accommodation Consumption Between Millennials and Generation Z","authors":"Alei Fan, Hhye Won Shin, J. Shi, L. Wu","doi":"10.1177/19389655221119463","DOIUrl":"https://doi.org/10.1177/19389655221119463","url":null,"abstract":"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.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45213130","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 : 2022-08-01DOI: 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
{"title":"From the Editor—August 2022","authors":"J. Tracey","doi":"10.1177/19389655221105558","DOIUrl":"https://doi.org/10.1177/19389655221105558","url":null,"abstract":"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","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45123944","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 : 2022-07-11DOI: 10.1177/19389655221108334
J. Kandampully, Anil Bilgihan, Allard C. R. van Riel, Anuj Sharma
Hospitality exists from the grassroots level of society upward and plays a central role in the global economy. For the many organizations active in this sector and the societies they are based in, innovation in hospitality services is considered their lifeblood. Recent advancements in digitalization, artificial intelligence, robotics, communications technologies, and platform-based new business models are transforming the global business environment at a rapid pace. However, unlike many other service sectors, the hospitality and tourism sectors are unique in their focus on people, experiences, and the wider ecosystem (i.e., society and the environment). The unique makeup of the hospitality sector, therefore, demands a distinctive approach to innovation. This study aims to examine service innovation with a focus on the hospitality sector. It provides a holistic theoretical framework and proposes an agenda for future research. The framework suggests the hospitality experience to be at the core of innovation in this sector. Consequently, hospitality firms must focus on creating value through both technological and nontechnological innovation. This innovation must be facilitated in a symbiotic manner, with a strong focus on people at its center, showcasing the “soul” of the hospitality across the extended “footprints” of the experience.
{"title":"Toward Holistic Experience-Oriented Service Innovation: Co-Creating Sustainable Value With Customers and Society","authors":"J. Kandampully, Anil Bilgihan, Allard C. R. van Riel, Anuj Sharma","doi":"10.1177/19389655221108334","DOIUrl":"https://doi.org/10.1177/19389655221108334","url":null,"abstract":"Hospitality exists from the grassroots level of society upward and plays a central role in the global economy. For the many organizations active in this sector and the societies they are based in, innovation in hospitality services is considered their lifeblood. Recent advancements in digitalization, artificial intelligence, robotics, communications technologies, and platform-based new business models are transforming the global business environment at a rapid pace. However, unlike many other service sectors, the hospitality and tourism sectors are unique in their focus on people, experiences, and the wider ecosystem (i.e., society and the environment). The unique makeup of the hospitality sector, therefore, demands a distinctive approach to innovation. This study aims to examine service innovation with a focus on the hospitality sector. It provides a holistic theoretical framework and proposes an agenda for future research. The framework suggests the hospitality experience to be at the core of innovation in this sector. Consequently, hospitality firms must focus on creating value through both technological and nontechnological innovation. This innovation must be facilitated in a symbiotic manner, with a strong focus on people at its center, showcasing the “soul” of the hospitality across the extended “footprints” of the experience.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-07-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43706874","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 : 2022-07-01DOI: 10.1177/19389655221102384
Linda Canina, G. Potter
Studies have documented the existence of persistent performance differences across business units and firms in many industries and countries. Unfortunately, little is known about the causes of these performance differentials. Using property-level data from the lodging industry, this study documents the existence of large and persistent performance differentials across lodging units. These differences exist after controlling for the resources utilized for the production of the service as well as market conditions and hotel property characteristics and are most persistent for the highest and the lowest performers. Similar to studies that analyzed performance differences in other industries, our analysis leaves a large portion of the variation in performance differences unexplained. However, we do find that a small portion of these performance differences is positively related to the hotel property’s choice regarding chain size and hotel portfolio company scope, suggesting the possibility of benefits from scale economies and/or scope. Understanding how performance differences arise and persist requires a close look into less deterministic, quantifiable, and tangible factors such as managerial practices, decision-making processes, innovation, knowledge creation, the transfer of knowledge, the flow of information, compensation, and personnel policies, among others. In other words, there is much unexplained and yet to be discovered here, resulting in a ripe area for future research. Future research that links attributes of the industry’s demand, management controls, or technology to factors driving productivity may help explain, and perhaps enhance, the industry’s productivity growth.
{"title":"Persistent Performance Differences in Lodging Properties","authors":"Linda Canina, G. Potter","doi":"10.1177/19389655221102384","DOIUrl":"https://doi.org/10.1177/19389655221102384","url":null,"abstract":"Studies have documented the existence of persistent performance differences across business units and firms in many industries and countries. Unfortunately, little is known about the causes of these performance differentials. Using property-level data from the lodging industry, this study documents the existence of large and persistent performance differentials across lodging units. These differences exist after controlling for the resources utilized for the production of the service as well as market conditions and hotel property characteristics and are most persistent for the highest and the lowest performers. Similar to studies that analyzed performance differences in other industries, our analysis leaves a large portion of the variation in performance differences unexplained. However, we do find that a small portion of these performance differences is positively related to the hotel property’s choice regarding chain size and hotel portfolio company scope, suggesting the possibility of benefits from scale economies and/or scope. Understanding how performance differences arise and persist requires a close look into less deterministic, quantifiable, and tangible factors such as managerial practices, decision-making processes, innovation, knowledge creation, the transfer of knowledge, the flow of information, compensation, and personnel policies, among others. In other words, there is much unexplained and yet to be discovered here, resulting in a ripe area for future research. Future research that links attributes of the industry’s demand, management controls, or technology to factors driving productivity may help explain, and perhaps enhance, the industry’s productivity growth.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44454795","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 : 2022-06-29DOI: 10.1177/19389655221102392
Kevin Kam Fung So, Hyunsun Kim, Yueying He, X. Li
In light of current industry imperatives and growing scholarly attention, this study was conducted to provide a thoroughly updated bibliometric overview of how service innovation research has evolved. A total of 133 papers across 42 hospitality and tourism journals over 18 years (2003–2020) were extracted and analyzed. We first examined the publication outlets and trajectories of service innovation. Next, we applied several state-of-the-art bibliometric techniques, including co-citation and keyword co-occurrence analysis. Based on the results of co-occurrence analysis, we proposed a flowchart of the service innovation process combining organizational and customer perspectives while considering the service design, process, and outcome phases. We then summarized the major findings and limitations of service innovation studies in hospitality and tourism. A series of critical future research directions were presented accordingly.
{"title":"Mapping Service Innovation Research in Hospitality and Tourism: An Integrative Bibliometric Analysis and Research Agenda","authors":"Kevin Kam Fung So, Hyunsun Kim, Yueying He, X. Li","doi":"10.1177/19389655221102392","DOIUrl":"https://doi.org/10.1177/19389655221102392","url":null,"abstract":"In light of current industry imperatives and growing scholarly attention, this study was conducted to provide a thoroughly updated bibliometric overview of how service innovation research has evolved. A total of 133 papers across 42 hospitality and tourism journals over 18 years (2003–2020) were extracted and analyzed. We first examined the publication outlets and trajectories of service innovation. Next, we applied several state-of-the-art bibliometric techniques, including co-citation and keyword co-occurrence analysis. Based on the results of co-occurrence analysis, we proposed a flowchart of the service innovation process combining organizational and customer perspectives while considering the service design, process, and outcome phases. We then summarized the major findings and limitations of service innovation studies in hospitality and tourism. A series of critical future research directions were presented accordingly.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-06-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49514582","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 : 2022-06-17DOI: 10.1177/19389655221102389
YooHee Hwang, Y. Gao, A. Mattila, Peihao Wang
Considerable research has demonstrated the positive effects of handwritten font styles on product attachment and word-of-mouth behavior. However, few studies examined whether these positive effects can be mitigated or even reversed. The purpose of this study is to fill this knowledge gap by identifying several boundary conditions (communal orientation, message type, and hotel type) for the positive effects of handwritten font styles. We conducted two quasi-experimental studies. In Study 1 (n = 125), the positive effect of handwritten font styles on attitude toward a hotel was not observed among individuals with a low communal orientation. In Study 2 (n = 245), the handwritten (vs. machine-written) font styles in the sustainability messages of a luxury hotel reduce warmth of the hotel. Hospitality managers should use handwritten font styles carefully depending on hotel type, message type, and customer characteristics.
{"title":"Optimizing Handwritten Font Style to Connect With Customers","authors":"YooHee Hwang, Y. Gao, A. Mattila, Peihao Wang","doi":"10.1177/19389655221102389","DOIUrl":"https://doi.org/10.1177/19389655221102389","url":null,"abstract":"Considerable research has demonstrated the positive effects of handwritten font styles on product attachment and word-of-mouth behavior. However, few studies examined whether these positive effects can be mitigated or even reversed. The purpose of this study is to fill this knowledge gap by identifying several boundary conditions (communal orientation, message type, and hotel type) for the positive effects of handwritten font styles. We conducted two quasi-experimental studies. In Study 1 (n = 125), the positive effect of handwritten font styles on attitude toward a hotel was not observed among individuals with a low communal orientation. In Study 2 (n = 245), the handwritten (vs. machine-written) font styles in the sustainability messages of a luxury hotel reduce warmth of the hotel. Hospitality managers should use handwritten font styles carefully depending on hotel type, message type, and customer characteristics.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47383436","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 : 2022-06-17DOI: 10.1177/19389655221102383
Shujie Fang, Xiaoyun Han, Shuping Chen
Service robots have become a topic of interest for tourism and hospitality researchers and practitioners. The success of service robot adoption lies in the effectiveness of tourist–robot interaction. There has been less interest in the performance of tourist–robot interaction, with research related to tourist engagement being particularly scarce. Drawing on the theoretical perspective of relationships, this article examines the impact of tourist–robot interaction on tourist engagement in the hospitality context. A mixed-methods approach is adopted, utilizing grounded theory and structural equation modeling. The findings reveal two types of tourist–robot interaction, emotional (fun and playfulness) and instrumental (convenience and ease of use). Tourist–robot emotional interactions influence tourist engagement by enhancing tourists’ needs satisfaction, tourist emotion, and social bonds with robots. It was found that tourist–robot instrumental interaction positively affects tourist engagement through needs satisfaction and tourist emotion but not social bonds. The findings extend our understanding of human–robot interaction and customer engagement.
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Pub Date : 2022-06-17DOI: 10.1177/19389655221102386
E. Bigné, P. Maturana
Although virtual reality technology is increasingly being used in tourism, its potential as a shopping tool and as an avenue for marketing and selling tourism products and services has not yet been examined. Likewise, very little is known about how exploring holiday packages through virtual reality affects behavioral intention to visit tourist destinations. This study aims to compare the visit intentions evoked and the process of booking holiday travel packages between an immersive virtual reality environment (displayed through Oculus head-mounted glasses) and a traditional web-based 2D platform. A causal model is proposed and tested for both designs. Using a between-subjects experimental design with a sample of 202 individuals, the experiences of two randomly selected groups were observed as they bought holiday tour packages to Rio de Janeiro, Brazil. The first group made a simulated purchase in an immersive virtual reality environment using a head-mounted device, and the second group made the purchase on a traditional e-commerce website. The findings revealed that the scores given to sense of presence, attitude change, and perceived ease of use were greater among those who made the purchase in the more immersive virtual reality environment. However, the relationships between the variables in the causal model were stronger for the classic website than for the virtual reality setting. Attitude change positively affected intention to visit a destination more in the virtual reality environment.
{"title":"Does Virtual Reality Trigger Visits and Booking Holiday Travel Packages?","authors":"E. Bigné, P. Maturana","doi":"10.1177/19389655221102386","DOIUrl":"https://doi.org/10.1177/19389655221102386","url":null,"abstract":"Although virtual reality technology is increasingly being used in tourism, its potential as a shopping tool and as an avenue for marketing and selling tourism products and services has not yet been examined. Likewise, very little is known about how exploring holiday packages through virtual reality affects behavioral intention to visit tourist destinations. This study aims to compare the visit intentions evoked and the process of booking holiday travel packages between an immersive virtual reality environment (displayed through Oculus head-mounted glasses) and a traditional web-based 2D platform. A causal model is proposed and tested for both designs. Using a between-subjects experimental design with a sample of 202 individuals, the experiences of two randomly selected groups were observed as they bought holiday tour packages to Rio de Janeiro, Brazil. The first group made a simulated purchase in an immersive virtual reality environment using a head-mounted device, and the second group made the purchase on a traditional e-commerce website. The findings revealed that the scores given to sense of presence, attitude change, and perceived ease of use were greater among those who made the purchase in the more immersive virtual reality environment. However, the relationships between the variables in the causal model were stronger for the classic website than for the virtual reality setting. Attitude change positively affected intention to visit a destination more in the virtual reality environment.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2022-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47324153","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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