Pub Date : 2022-10-18DOI: 10.1080/19368623.2023.2134248
Xinming Deng, Wenyun Qiu, Lingyun Zhang, Jiurui He
ABSTRACT Based on the secondhand data of the hotel industry, this paper conducts an empirical test in order to study the relationship between within-group multimarket contact (WGMMC), service diversity and consumer rating. Besides, this paper also analyzes the moderating role of market reciprocity and travel experience. The empirical results show that WGMMC has a significant negative impact on hotels’ service diversity, and market reciprocity will strengthen the negative correlation between WGMMC and service diversity. Furthermore, there is an inverted U-shaped relationship between service diversity and consumer rating, and travel experience will weaken this relationship. By extending the impact of multimarket contact on corporate competitive behavior to the consumer side, this article enriches the empirical research in the field of dynamic competition. At the same time, this research also helps hotels expand their strategic vision, improve their relationship with consumers, and ultimately promote the healthy and orderly development of industry competition. 基于连锁酒店行业的二手数据，本文对组群内多市场接触、服务多样性与消费者评价之间的关系进行了实证检验，并分析了市场互换性与顾客旅行经验在其中发挥的调节作用。实证结果显示，组群内多市场接触对酒店服务多样性具有显著的负向影响，且市场互换性会加强这一负相关关系。此外，服务多样性与消费者评价之间呈倒U型关系，而顾客旅行经验会削弱这一关系。通过将多市场接触对企业竞争行为的影响扩展至消费端，本文丰富了动态竞争领域的实证研究。同时，本文还有助于酒店企业扩展战略视野、改善企业与消费者之间的关系，并最终促进行业竞争的健康有序发展。
{"title":"Within-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry","authors":"Xinming Deng, Wenyun Qiu, Lingyun Zhang, Jiurui He","doi":"10.1080/19368623.2023.2134248","DOIUrl":"https://doi.org/10.1080/19368623.2023.2134248","url":null,"abstract":"ABSTRACT Based on the secondhand data of the hotel industry, this paper conducts an empirical test in order to study the relationship between within-group multimarket contact (WGMMC), service diversity and consumer rating. Besides, this paper also analyzes the moderating role of market reciprocity and travel experience. The empirical results show that WGMMC has a significant negative impact on hotels’ service diversity, and market reciprocity will strengthen the negative correlation between WGMMC and service diversity. Furthermore, there is an inverted U-shaped relationship between service diversity and consumer rating, and travel experience will weaken this relationship. By extending the impact of multimarket contact on corporate competitive behavior to the consumer side, this article enriches the empirical research in the field of dynamic competition. At the same time, this research also helps hotels expand their strategic vision, improve their relationship with consumers, and ultimately promote the healthy and orderly development of industry competition. 基于连锁酒店行业的二手数据，本文对组群内多市场接触、服务多样性与消费者评价之间的关系进行了实证检验，并分析了市场互换性与顾客旅行经验在其中发挥的调节作用。实证结果显示，组群内多市场接触对酒店服务多样性具有显著的负向影响，且市场互换性会加强这一负相关关系。此外，服务多样性与消费者评价之间呈倒U型关系，而顾客旅行经验会削弱这一关系。通过将多市场接触对企业竞争行为的影响扩展至消费端，本文丰富了动态竞争领域的实证研究。同时，本文还有助于酒店企业扩展战略视野、改善企业与消费者之间的关系，并最终促进行业竞争的健康有序发展。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"122 - 149"},"PeriodicalIF":12.5,"publicationDate":"2022-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47386870","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-21DOI: 10.1080/19368623.2023.2125473
Heejung Ro
ABSTRACT This research focuses on Lesbian, Gay, and Bi-sexual (LGB) customers’ perceptions of hospitality service encounters in regard to sexual orientation identity. A survey is developed and 177 participants are recruited from a large LGBT event in the Unites States. The MANCOVA results show that LGB customers who are more open about their sexual orientation indicate a higher importance in being acknowledged for their sexual orientation by service employees, believe that service employees are aware of their sexual orientation, and are more likely to reveal their sexual orientation when service employees misidentify them as heterosexual, compared to those who are less open about their sexual orientation. This research contributes to hospitality research by providing a better understanding of LGB customers’ perceptions of hospitality service encounters from a sexual orientation identity perspective. This research also guides hospitality practitioners to increase sensitivity in catering for sexual minority customers through effective communication and training.
{"title":"Sexual orientation identity matters: Lesbian, Gay, and Bi-sexual customers’ perceptions of service encounters","authors":"Heejung Ro","doi":"10.1080/19368623.2023.2125473","DOIUrl":"https://doi.org/10.1080/19368623.2023.2125473","url":null,"abstract":"ABSTRACT This research focuses on Lesbian, Gay, and Bi-sexual (LGB) customers’ perceptions of hospitality service encounters in regard to sexual orientation identity. A survey is developed and 177 participants are recruited from a large LGBT event in the Unites States. The MANCOVA results show that LGB customers who are more open about their sexual orientation indicate a higher importance in being acknowledged for their sexual orientation by service employees, believe that service employees are aware of their sexual orientation, and are more likely to reveal their sexual orientation when service employees misidentify them as heterosexual, compared to those who are less open about their sexual orientation. This research contributes to hospitality research by providing a better understanding of LGB customers’ perceptions of hospitality service encounters from a sexual orientation identity perspective. This research also guides hospitality practitioners to increase sensitivity in catering for sexual minority customers through effective communication and training.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"75 - 94"},"PeriodicalIF":12.5,"publicationDate":"2022-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42911243","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-19DOI: 10.1080/19368623.2023.2125474
Lijing Zhao, Phillip M. Jolly, Shuming Zhao
ABSTRACT As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the cognitive-affective processing system framework, we investigate the effects of illegitimate tasks on proactive customer service performance (PCSP) of hospitality employees. In addition, we examine the intervening roles of harmonious work passion and perceived insider status, and the buffering role of traditionality. The results of two studies, using mixed methods, show that illegitimate tasks negatively affected proactive customer service performance (PCSP), and that perceived insider status and harmonious work passion mediate this relationship. Moreover, traditionality moderated these effects. These findings offer several theoretical and practical implications.
{"title":"Do illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model","authors":"Lijing Zhao, Phillip M. Jolly, Shuming Zhao","doi":"10.1080/19368623.2023.2125474","DOIUrl":"https://doi.org/10.1080/19368623.2023.2125474","url":null,"abstract":"ABSTRACT As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the cognitive-affective processing system framework, we investigate the effects of illegitimate tasks on proactive customer service performance (PCSP) of hospitality employees. In addition, we examine the intervening roles of harmonious work passion and perceived insider status, and the buffering role of traditionality. The results of two studies, using mixed methods, show that illegitimate tasks negatively affected proactive customer service performance (PCSP), and that perceived insider status and harmonious work passion mediate this relationship. Moreover, traditionality moderated these effects. These findings offer several theoretical and practical implications.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"95 - 121"},"PeriodicalIF":12.5,"publicationDate":"2022-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43283035","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-14DOI: 10.1080/19368623.2022.2121349
Saba Salehi-Esfahani, Edwin N. Torres, Nan Hua
ABSTRACT Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management response types along with two overarching types of service failure concerning three outcomes. Some of the significant results are that it is not important whether the restaurant offers compensation or apology; as long as management responds to negative reviews, company’s reputation management works and customers are willing to shop from the restaurant. However, interestingly, with respect to customers’ recovery satisfaction, the findings underscored that companies should either not respond at all or should compensate dissatisfied customers instead of only writing an apology. Concerning the simultaneous existence of the technical and functional dimensions of a service failure regarding customers’ recovery satisfaction and their willingness to purchase from the restaurant, the findings underlined the centrality of technical dimension that is in contradiction with prior research findings. A discussion on findings is presented along with recommendations for future research.
{"title":"Responding to negative reviews? The interplay of management response strategy and service failure type","authors":"Saba Salehi-Esfahani, Edwin N. Torres, Nan Hua","doi":"10.1080/19368623.2022.2121349","DOIUrl":"https://doi.org/10.1080/19368623.2022.2121349","url":null,"abstract":"ABSTRACT Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management response types along with two overarching types of service failure concerning three outcomes. Some of the significant results are that it is not important whether the restaurant offers compensation or apology; as long as management responds to negative reviews, company’s reputation management works and customers are willing to shop from the restaurant. However, interestingly, with respect to customers’ recovery satisfaction, the findings underscored that companies should either not respond at all or should compensate dissatisfied customers instead of only writing an apology. Concerning the simultaneous existence of the technical and functional dimensions of a service failure regarding customers’ recovery satisfaction and their willingness to purchase from the restaurant, the findings underlined the centrality of technical dimension that is in contradiction with prior research findings. A discussion on findings is presented along with recommendations for future research.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"29 - 49"},"PeriodicalIF":12.5,"publicationDate":"2022-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43526611","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-13DOI: 10.1080/19368623.2022.2123075
Wen-Kuo Chen, Aubrey Tang, Luu Trong Tuan
ABSTRACT Hospitality studies on corporate social responsibility (CSR) have largely examined its role in stimulating positive behaviors but overlooked its role in preventing negative behaviors among employees. Drawing from social identity theory, the present study addresses this gap by investigating four CSR dimensions’ impact on employee opportunistic behavior. The joint use of covariance-based structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) supported examining the research model. Using two-wave data from 281 U.S. hospitality employees, SEM findings reveal that legal and philanthropic dimensions of CSR serve as a valuable shield against opportunistic behavior. Moreover, organizational identification (OI) fully mediates the effects of economic, legal, and ethical CSR on opportunistic behavior, whereas philanthropic CSR exerts no effect through OI. This study advances CSR studies by examining the CSR–opportunistic behavior nexus using combined symmetric and asymmetric approaches. FsQCA findings make a methodological contribution to the net effects of CSR, by determining two configurations that explain opportunistic behavior.
{"title":"The mediating role of organizational identification between corporate social responsibility dimensions and employee opportunistic behavior: Evidence from symmetric and asymmetric approach triangulation","authors":"Wen-Kuo Chen, Aubrey Tang, Luu Trong Tuan","doi":"10.1080/19368623.2022.2123075","DOIUrl":"https://doi.org/10.1080/19368623.2022.2123075","url":null,"abstract":"ABSTRACT Hospitality studies on corporate social responsibility (CSR) have largely examined its role in stimulating positive behaviors but overlooked its role in preventing negative behaviors among employees. Drawing from social identity theory, the present study addresses this gap by investigating four CSR dimensions’ impact on employee opportunistic behavior. The joint use of covariance-based structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) supported examining the research model. Using two-wave data from 281 U.S. hospitality employees, SEM findings reveal that legal and philanthropic dimensions of CSR serve as a valuable shield against opportunistic behavior. Moreover, organizational identification (OI) fully mediates the effects of economic, legal, and ethical CSR on opportunistic behavior, whereas philanthropic CSR exerts no effect through OI. This study advances CSR studies by examining the CSR–opportunistic behavior nexus using combined symmetric and asymmetric approaches. FsQCA findings make a methodological contribution to the net effects of CSR, by determining two configurations that explain opportunistic behavior.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"50 - 74"},"PeriodicalIF":12.5,"publicationDate":"2022-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47634248","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-12DOI: 10.1080/19368623.2022.2119187
Jie Wu, Narisa Zhao
ABSTRACT Due to rising competition and resource constraints, hoteliers need to understand which consumer complaints are more important and severe to prioritize, an issue receiving less attention in existing online review-based complaint studies. This study introduced sentiment analysis to assess the extent of complaints; the complaint topic importance was also considered; by modeling these two indicators, Complaint IPA was constructed to determine complaint severity, and thus assist with prioritization issues. The framework was applied to 99,560 online reviews to demonstrate its effectiveness. Further, we analyzed the complaint characteristics in different market segments, including hotel types and consumer types (business vs. leisure). Results show that business consumers have a higher complaint index; compared to midscale and luxury hotels, economy hotels’ consumers have more severe complaints about the Service and Room. This study extends consumer complaint research by proposing a method of complaint severity assessment and revealing complaint characteristics of different market segments.
{"title":"What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments","authors":"Jie Wu, Narisa Zhao","doi":"10.1080/19368623.2022.2119187","DOIUrl":"https://doi.org/10.1080/19368623.2022.2119187","url":null,"abstract":"ABSTRACT Due to rising competition and resource constraints, hoteliers need to understand which consumer complaints are more important and severe to prioritize, an issue receiving less attention in existing online review-based complaint studies. This study introduced sentiment analysis to assess the extent of complaints; the complaint topic importance was also considered; by modeling these two indicators, Complaint IPA was constructed to determine complaint severity, and thus assist with prioritization issues. The framework was applied to 99,560 online reviews to demonstrate its effectiveness. Further, we analyzed the complaint characteristics in different market segments, including hotel types and consumer types (business vs. leisure). Results show that business consumers have a higher complaint index; compared to midscale and luxury hotels, economy hotels’ consumers have more severe complaints about the Service and Room. This study extends consumer complaint research by proposing a method of complaint severity assessment and revealing complaint characteristics of different market segments.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"1 - 28"},"PeriodicalIF":12.5,"publicationDate":"2022-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48901109","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-12DOI: 10.1080/19368623.2022.2118923
M. Saydam, H. Arici, M. Koseoglu
ABSTRACT In response to the increased interest in artificial intelligence (AI) and service robotics within tourism and hospitality (T&H) research, the current study examined 123 articles thematically to determine how AI is defined and which themes are most associated with the phenomena. Several journal articles on AI were extracted and analyzed using bibliometrics (citation and co-citation) and content analysis to uncover the salient themes. We first reviewed the emergent definition of AI and its relevant themes. Then, we presented the methodology and reported quantitative bibliometric and qualitative thematic analysis findings. Subsequently, we revealed recent trends, context, theory, and nomological network in the domain, followed by the main themes and clusters, such as anthropomorphism, theory-based works, methodological foundations, service robots, and employee and customer views on service robots, and their relations with AI in T&H. The research also offers aresearch agenda that outlines opportunities for future AI studies.
{"title":"How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda","authors":"M. Saydam, H. Arici, M. Koseoglu","doi":"10.1080/19368623.2022.2118923","DOIUrl":"https://doi.org/10.1080/19368623.2022.2118923","url":null,"abstract":"ABSTRACT In response to the increased interest in artificial intelligence (AI) and service robotics within tourism and hospitality (T&H) research, the current study examined 123 articles thematically to determine how AI is defined and which themes are most associated with the phenomena. Several journal articles on AI were extracted and analyzed using bibliometrics (citation and co-citation) and content analysis to uncover the salient themes. We first reviewed the emergent definition of AI and its relevant themes. Then, we presented the methodology and reported quantitative bibliometric and qualitative thematic analysis findings. Subsequently, we revealed recent trends, context, theory, and nomological network in the domain, followed by the main themes and clusters, such as anthropomorphism, theory-based works, methodological foundations, service robots, and employee and customer views on service robots, and their relations with AI in T&H. The research also offers aresearch agenda that outlines opportunities for future AI studies.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"31 1","pages":"908 - 936"},"PeriodicalIF":12.5,"publicationDate":"2022-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43163138","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-08-17DOI: 10.1080/19368623.2022.2112354
Lishan Xie, Xin Liu, Dongmei Li
ABSTRACT Service robots provide operational benefits to restaurants, but the mechanism through which novel robotic services optimize customer experience given appropriate robots’ dependence on human employees remains unclear. To fill this gap, this study adopts the transmission model of customer inspiration and identifies customer value cocreation processes in robotic services. Combined evidence from two online experiments and a field experiment demonstrates that robotic service novelty has a positive effect on customer cocreation intention via customer inspiration. Robotic task interdependence, which reflects the extent to which a robot relies on human employees to complete its tasks, attenuates the relationship between robotic service novelty and customer cocreation intention through decreased customer inspiration. These findings offer insights into marketing strategies for robotic services that provide enhanced customer experiences.
{"title":"The mechanism of value cocreation in robotic services: customer inspiration from robotic service novelty","authors":"Lishan Xie, Xin Liu, Dongmei Li","doi":"10.1080/19368623.2022.2112354","DOIUrl":"https://doi.org/10.1080/19368623.2022.2112354","url":null,"abstract":"ABSTRACT Service robots provide operational benefits to restaurants, but the mechanism through which novel robotic services optimize customer experience given appropriate robots’ dependence on human employees remains unclear. To fill this gap, this study adopts the transmission model of customer inspiration and identifies customer value cocreation processes in robotic services. Combined evidence from two online experiments and a field experiment demonstrates that robotic service novelty has a positive effect on customer cocreation intention via customer inspiration. Robotic task interdependence, which reflects the extent to which a robot relies on human employees to complete its tasks, attenuates the relationship between robotic service novelty and customer cocreation intention through decreased customer inspiration. These findings offer insights into marketing strategies for robotic services that provide enhanced customer experiences.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"31 1","pages":"962 - 983"},"PeriodicalIF":12.5,"publicationDate":"2022-08-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46805578","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-08-03DOI: 10.1080/19368623.2022.2107593
Juhwan Lim, Jichul Jang
ABSTRACT Guests heavily rely on photos to evaluate accommodation properties, due to hospitality’s intangible and experiential nature. However, little is known for how to effectively present photos for increasing a guest’s booking intention. Drawing from cue consistency theory, this study examines the effects of photo presentation (i.e., the number of photos, organization of photos, and congruency of the first photo with a headline) on booking intention. The findings indicate that a higher number of photos, organized photos, and congruent first photo with a headline enhance customers’ booking intention. The interaction effects suggest that the organized photos foster booking intention at a lower number of photos with an incongruent first photo with a headline. However, if the first photo is congruent with a headline, customers have no different booking intention between the higher and lower number of photos, regardless of the organization. Implications and limitations are discussed.
{"title":"Does photo presentation matter for increasing booking intention?","authors":"Juhwan Lim, Jichul Jang","doi":"10.1080/19368623.2022.2107593","DOIUrl":"https://doi.org/10.1080/19368623.2022.2107593","url":null,"abstract":"ABSTRACT Guests heavily rely on photos to evaluate accommodation properties, due to hospitality’s intangible and experiential nature. However, little is known for how to effectively present photos for increasing a guest’s booking intention. Drawing from cue consistency theory, this study examines the effects of photo presentation (i.e., the number of photos, organization of photos, and congruency of the first photo with a headline) on booking intention. The findings indicate that a higher number of photos, organized photos, and congruent first photo with a headline enhance customers’ booking intention. The interaction effects suggest that the organized photos foster booking intention at a lower number of photos with an incongruent first photo with a headline. However, if the first photo is congruent with a headline, customers have no different booking intention between the higher and lower number of photos, regardless of the organization. Implications and limitations are discussed.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"31 1","pages":"1009 - 1025"},"PeriodicalIF":12.5,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48926912","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-07-27DOI: 10.1080/19368623.2022.2100857
G. Prayag, Truc H. Le, Shahab Pourfakhimi, Z. Nadim
ABSTRACT Based on cognitive appraisal theory, a theoretical model of the antecedents and consequences of perceived food authenticity is proposed. Specifically, relationships between food-related neophobia and neophilia, emotions, perceived food authenticity, and existential authenticity are evaluated in determining authenticity perceptions. We theorize perceived food authenticity as a four-dimensional construct (local food, traditional food, unfamiliar food, and rare food). Using data collected from international tourists in Iran (N = 339), the findings revealed that positive emotions have the greatest influence on evaluations of perceived food authenticity and existential authenticity. Neophilia rather than neophobia was found to drive perceived food authenticity. The findings contribute to the limited adoption of cognitive appraisal theory in understanding food tourists’ experiences and providing evidence of the role of authenticity evaluation as an outcome of tourists’ affective responses. Managerial insights into differentiated marketing communications for neophiliac and neophobic market segments are provided for food tourism operators and hospitality marketing strategists. 基于认知评价理论，提出了感知食品真实性的前因和后果的理论模型. 具体来说，在确定真实性感知时，评估了与食物相关的新恐惧症和新恐惧症、情绪、感知的食物真实性和存在真实性之间的关系. 我们将感知的食物真实性理论化为一个四维结构 (本地食物、传统食物、陌生食物和稀有食物). 使用从在伊朗的国际游客（N=339）收集的数据，研究结果表明，积极情绪对感知食品真实性和存在真实性的评估影响最大. 研究发现，对食品真实性的感知是由嗜新癖而非恐新癖引起的. 这些发现有助于认知评价理论在理解美食游客体验方面的有限应用，并为真实性评价作为游客情感反应结果的作用提供证据为食品旅游运营商和酒店营销策略师提供了对新癖和新癖细分市场差异化营销传播的管理见解.
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