Pub Date : 2023-06-13DOI: 10.1080/19368623.2023.2223584
Abdallah Alsaad
ABSTRACT This study investigated the impact of anthropomorphism on customers’ decisions to use artificial intelligence (AI) devices in hotels, along with other traditional predictors. The study’s model considered the co-occurrence of positive and negative effects of anthropomorphism, including social presence and identity threats, which compete to control evaluative attitudes toward AI devices. Structural equation modeling was used to analyze the model using data from 363 participants. The results showed that anthropomorphism positively enhances social presence, leading to higher performance expectancy and positive emotions toward AI devices. Anthropomorphism also entails identity threats, resulting in increased effort expectancy and negative emotions. These trade-offs highlight the need for hotels to consider how customers perceive and respond to anthropomorphized AI devices during service delivery and to choose the level of anthropomorphism accordingly. This study highlights the benefits and cost trade-offs inherent in anthropomorphism and explains how they affect the evaluative attitudinal responses toward AI devices.
{"title":"The dual effect of anthropomorphism on customers’ decisions to use artificial intelligence devices in hotel services","authors":"Abdallah Alsaad","doi":"10.1080/19368623.2023.2223584","DOIUrl":"https://doi.org/10.1080/19368623.2023.2223584","url":null,"abstract":"ABSTRACT This study investigated the impact of anthropomorphism on customers’ decisions to use artificial intelligence (AI) devices in hotels, along with other traditional predictors. The study’s model considered the co-occurrence of positive and negative effects of anthropomorphism, including social presence and identity threats, which compete to control evaluative attitudes toward AI devices. Structural equation modeling was used to analyze the model using data from 363 participants. The results showed that anthropomorphism positively enhances social presence, leading to higher performance expectancy and positive emotions toward AI devices. Anthropomorphism also entails identity threats, resulting in increased effort expectancy and negative emotions. These trade-offs highlight the need for hotels to consider how customers perceive and respond to anthropomorphized AI devices during service delivery and to choose the level of anthropomorphism accordingly. This study highlights the benefits and cost trade-offs inherent in anthropomorphism and explains how they affect the evaluative attitudinal responses toward AI devices.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"1048 - 1076"},"PeriodicalIF":12.5,"publicationDate":"2023-06-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46186084","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 : 2023-06-06DOI: 10.1080/19368623.2023.2221256
Ananya Ray, Arghya Ray, P. Bala, N. Rana
ABSTRACT Hotels across the globe are trying to adopt green technologies for reducing the negative impact of the hospitality segment on the environment. However, the implementation of green technologies in hotels can be affected by the perspectives of managers. There is a need to assess the views of managers regarding the enablers, barriers and skill-sets that affect the adoption of green technologies in hotels. Existing studies fail to draw a proper link between the factors that affect green technology use in hotels and the website content of green hotels. Semi-structured interviews of fifteen managers and topic-modeling of the website content of forty-one Indian green hotels reveal that there is a gap in communications and awareness. The qualitative study using a grounded theory and phenomenology approach has found motivators like, cost reduction, value-for-nature, and barriers like, misperception of customers, high cost. The study highlighted the importance of green skills as a moderator. 全球的酒店都在尝试采用绿色技术来减少酒店业对环境的负面影响. 然而，酒店绿色技术的实施可能会受到管理者观点的影响. 有必要评估管理人员对影响酒店采用绿色技术的推动因素、障碍和技能的看法. 现有研究未能在影响酒店绿色技术使用的因素与绿色酒店网站内容之间建立适当的联系. 对 15 名经理的半结构化访谈和对 41 家印度绿色酒店网站内容的主题建模表明，在沟通和意识方面存在差距. 使用扎根理论和现象学方法的定性研究发现了诸如降低成本、保护自然价值等激励因素，以及诸如对客户的误解、高成本等障碍. 该研究强调了绿色技能作为主持人的重要性.
ABSTRACT Hotels across the globe are trying to adapt green technologies for reducing the negative impact of the hospitality segment on the environment How, the implementation of green technologies in hotels can be affected by the perspectives of managers There is a need to assess the views of managers reviewing the enablers, barriers, and skill sets that affect the option of green technologies in hotels Existing studies failed to draw a property link between the factors that affect green technology use in hotels and the website content of green hotels Semi structured interviews of five managers and topic modeling of the website content of forty-one Indian green hotels received that there is a gap in communications and awareness The qualitative study using a grounded theory and phenomenology approach has found motivators like, cost reduction, value for feature, and barriers like, misconception of customers, high cost The study highlighted the importance of green skills as a modeler Hotels around the world are trying to adopt green technology to reduce the negative impact of the hotel industry on the environment However, the implementation of green technology in hotels may be influenced by the views of managers It is necessary to evaluate the views of management on the driving factors, obstacles, and skills that affect the adoption of green technology in hotels Existing research has failed to establish an appropriate connection between factors affecting the use of green technology in hotels and the content of green hotel websites A semi-structured interview with 15 managers and thematic modeling of content on 41 Indian green hotel websites showed gaps in communication and awareness Qualitative research using grounded theory and phenomenological methods has identified incentives such as cost reduction and conservation of natural values, as well as obstacles such as misunderstandings of customers and high costs This study emphasizes the importance of green skills as a host
{"title":"What affects the use of green technology in hotels? Assessing hotel management viewpoint using natural language processing based qualitative study","authors":"Ananya Ray, Arghya Ray, P. Bala, N. Rana","doi":"10.1080/19368623.2023.2221256","DOIUrl":"https://doi.org/10.1080/19368623.2023.2221256","url":null,"abstract":"ABSTRACT Hotels across the globe are trying to adopt green technologies for reducing the negative impact of the hospitality segment on the environment. However, the implementation of green technologies in hotels can be affected by the perspectives of managers. There is a need to assess the views of managers regarding the enablers, barriers and skill-sets that affect the adoption of green technologies in hotels. Existing studies fail to draw a proper link between the factors that affect green technology use in hotels and the website content of green hotels. Semi-structured interviews of fifteen managers and topic-modeling of the website content of forty-one Indian green hotels reveal that there is a gap in communications and awareness. The qualitative study using a grounded theory and phenomenology approach has found motivators like, cost reduction, value-for-nature, and barriers like, misperception of customers, high cost. The study highlighted the importance of green skills as a moderator. 全球的酒店都在尝试采用绿色技术来减少酒店业对环境的负面影响. 然而，酒店绿色技术的实施可能会受到管理者观点的影响. 有必要评估管理人员对影响酒店采用绿色技术的推动因素、障碍和技能的看法. 现有研究未能在影响酒店绿色技术使用的因素与绿色酒店网站内容之间建立适当的联系. 对 15 名经理的半结构化访谈和对 41 家印度绿色酒店网站内容的主题建模表明，在沟通和意识方面存在差距. 使用扎根理论和现象学方法的定性研究发现了诸如降低成本、保护自然价值等激励因素，以及诸如对客户的误解、高成本等障碍. 该研究强调了绿色技能作为主持人的重要性.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"917 - 946"},"PeriodicalIF":12.5,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48793323","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 : 2023-06-06DOI: 10.1080/19368623.2023.2222029
Zhisheng Chen
ABSTRACT The study explores the opportunities and challenges that the cross-border integration of “Metaverse + hotel” brings to visitors and the hospitality industry. The study analyses the engagement differences between Metaverse hotels and traditional online/offline strategies regarding engagement immersion, community interaction, personalization, environmental perception, and participation. Metaverse hotel brings the impact of realistic environmental simulation, personalized service, customer engagement, and consumer follow-up feedback. Further, it brings to the hospitality industry the impact of enhancing organizational performance, co-creating value for stakeholders, influencing customer relationship management, and changing how managers communicate. Finally, Metaverse technology raises challenges of security issues, technical barriers, high costs, and uncertain user needs.
{"title":"Beyond Reality: Examining the Opportunities and Challenges of Cross-Border Integration between Metaverse and Hospitality Industries","authors":"Zhisheng Chen","doi":"10.1080/19368623.2023.2222029","DOIUrl":"https://doi.org/10.1080/19368623.2023.2222029","url":null,"abstract":"ABSTRACT The study explores the opportunities and challenges that the cross-border integration of “Metaverse + hotel” brings to visitors and the hospitality industry. The study analyses the engagement differences between Metaverse hotels and traditional online/offline strategies regarding engagement immersion, community interaction, personalization, environmental perception, and participation. Metaverse hotel brings the impact of realistic environmental simulation, personalized service, customer engagement, and consumer follow-up feedback. Further, it brings to the hospitality industry the impact of enhancing organizational performance, co-creating value for stakeholders, influencing customer relationship management, and changing how managers communicate. Finally, Metaverse technology raises challenges of security issues, technical barriers, high costs, and uncertain user needs.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"967 - 980"},"PeriodicalIF":12.5,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45644998","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 : 2023-05-27DOI: 10.1080/19368623.2023.2214549
S. Huang, Xuequn Wang, H. Qu
ABSTRACT The development of peer-to-peer (P2P) accommodation market has seen multiple platforms providing booking services to consumers. As such consumers’ switching intention is equally important as repurchase intention to platform operators. This study applies cue utilization theory to study the effects of perceived corporate social responsibility (CSR) on P2P accommodation consumers’ repurchase intention and switching intention through trust and privacy risk. The study results show that the three dimensions (i.e. environmental, economic, and ethical) of perceived CSR have positive effects on trust, which increases repurchase intention but reduces switching intention; the environmental dimension of perceived CSR has a negative effect on privacy risk, which reduces repurchase intention but increases switching intention. Trust and privacy risk both mediate the effects of perceived CSR on repurchase/switching intention, but the indirect effects through trust are larger. The study demonstrates the utility of CSR in P2P accommodation platforms’ marketing and customer relationship management strategies. 点对点 (P2P) 住宿市场的发展已经看到多个平台为消费者提供预订服务. 因此者对于平台经营者而言, 消费者的转换意愿与复购意愿同等重要. 本研究运用线索利用理论, 通过信任和隐私风险, 研究感知企业社会责任 (CSR) 对P2P住宿消费者的回购意愿和转换意愿的影响. 研究结果表明, 感知CSR的三个维度 (即环境、经济和伦理) 对信任有正向影响, 增加了回购意愿但降低了转换意愿; 感知CSR的环境维度对隐私风险有负面影响, 降低了回购意愿, 但增加了转换意愿. 信任和隐私风险都调解感知 CSR 对回购/转换意图的影响, 但通过信任产生的间接影响更大. 该研究证明了企业社会责任在 P2P 住宿平台的营销和客户关系管理策略中的效用.
{"title":"Impact of perceived corporate social responsibility on peer-to-peer accommodation consumers’ repurchase intention and switching intention","authors":"S. Huang, Xuequn Wang, H. Qu","doi":"10.1080/19368623.2023.2214549","DOIUrl":"https://doi.org/10.1080/19368623.2023.2214549","url":null,"abstract":"ABSTRACT The development of peer-to-peer (P2P) accommodation market has seen multiple platforms providing booking services to consumers. As such consumers’ switching intention is equally important as repurchase intention to platform operators. This study applies cue utilization theory to study the effects of perceived corporate social responsibility (CSR) on P2P accommodation consumers’ repurchase intention and switching intention through trust and privacy risk. The study results show that the three dimensions (i.e. environmental, economic, and ethical) of perceived CSR have positive effects on trust, which increases repurchase intention but reduces switching intention; the environmental dimension of perceived CSR has a negative effect on privacy risk, which reduces repurchase intention but increases switching intention. Trust and privacy risk both mediate the effects of perceived CSR on repurchase/switching intention, but the indirect effects through trust are larger. The study demonstrates the utility of CSR in P2P accommodation platforms’ marketing and customer relationship management strategies. 点对点 (P2P) 住宿市场的发展已经看到多个平台为消费者提供预订服务. 因此者对于平台经营者而言, 消费者的转换意愿与复购意愿同等重要. 本研究运用线索利用理论, 通过信任和隐私风险, 研究感知企业社会责任 (CSR) 对P2P住宿消费者的回购意愿和转换意愿的影响. 研究结果表明, 感知CSR的三个维度 (即环境、经济和伦理) 对信任有正向影响, 增加了回购意愿但降低了转换意愿; 感知CSR的环境维度对隐私风险有负面影响, 降低了回购意愿, 但增加了转换意愿. 信任和隐私风险都调解感知 CSR 对回购/转换意图的影响, 但通过信任产生的间接影响更大. 该研究证明了企业社会责任在 P2P 住宿平台的营销和客户关系管理策略中的效用.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"893 - 916"},"PeriodicalIF":12.5,"publicationDate":"2023-05-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46646254","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 : 2023-05-20DOI: 10.1080/19368623.2023.2211063
B. Wen, C. Chi
ABSTRACT This study aimed to conceptualize ethical leadership (EL) in a hospitality context, grounded in Eastern philosophical foundation. Four studies consisting of both qualitative and quantitative were conducted, involving 732 hotel employees from 11 hotels. Study one used literature review, in-depth interviews, and focus group discussion to conceptualize ethical leadership as a four-dimensional construct, including moral person, employee care, moral management, and social responsibility. Three empirical studies were employed (study 2–4) to examine the psychometric properties of the proposed scale, including content, convergent, discriminant, concurrent and nomological validity. A nomological framework was examined, in which ethical leadership was proposed to influence employee voice behavior via employee psychological safety and leader-member exchange. This study enriches ethical leadership literature and provides a reliable and valid measuring tool for hospitality scholars interested in studying leadership in Eastern cultures. It also provides insights for hotel managers to develop and enhance ethical leadership skills.
{"title":"Conceptualizing ethical leadership in Eastern cultural context and examining its impact on hotel employees’ voice behavior","authors":"B. Wen, C. Chi","doi":"10.1080/19368623.2023.2211063","DOIUrl":"https://doi.org/10.1080/19368623.2023.2211063","url":null,"abstract":"ABSTRACT This study aimed to conceptualize ethical leadership (EL) in a hospitality context, grounded in Eastern philosophical foundation. Four studies consisting of both qualitative and quantitative were conducted, involving 732 hotel employees from 11 hotels. Study one used literature review, in-depth interviews, and focus group discussion to conceptualize ethical leadership as a four-dimensional construct, including moral person, employee care, moral management, and social responsibility. Three empirical studies were employed (study 2–4) to examine the psychometric properties of the proposed scale, including content, convergent, discriminant, concurrent and nomological validity. A nomological framework was examined, in which ethical leadership was proposed to influence employee voice behavior via employee psychological safety and leader-member exchange. This study enriches ethical leadership literature and provides a reliable and valid measuring tool for hospitality scholars interested in studying leadership in Eastern cultures. It also provides insights for hotel managers to develop and enhance ethical leadership skills.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"947 - 966"},"PeriodicalIF":12.5,"publicationDate":"2023-05-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42774740","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 : 2023-05-20DOI: 10.1080/19368623.2023.2215222
Ibrahim Cifci, O. Kahraman, S. Tiwari, Mostafa Rasoolimanesh
ABSTRACT This research aims to demystify the links between meal-sharing experience, overall satisfaction, and behavioral intentions (e.g., re-purchase and word-of-mouth) based on social practice theory and planned behavior theory. It utilized a questionnaire to test the relationships through the purposeful sampling of 217 Indian domestic travelers. The current study applied both the symmetric method of partial least squares-structural equation modeling (PLS-SEM) and the asymmetric method of fuzzy-set qualitative comparative analysis (fsQCA). The PLS-SEM results showed that only the hospitality dimension of the meal-sharing experience positively relates to travelers’ overall satisfaction, re-purchase, and word-of-mouth (WoM) intentions. Apart from this, the results of fsQCA demonstrated several sufficient combinations of dimensions to generate satisfaction, re-purchase, and WoM intentions. It has several practical implications for hosts of meal-sharing platforms as to how they can improve their guests’ experience to delight and get them to re-purchase their services.
{"title":"Demystifying meal-sharing experiences through a combination of PLS-SEM and fsQCA","authors":"Ibrahim Cifci, O. Kahraman, S. Tiwari, Mostafa Rasoolimanesh","doi":"10.1080/19368623.2023.2215222","DOIUrl":"https://doi.org/10.1080/19368623.2023.2215222","url":null,"abstract":"ABSTRACT This research aims to demystify the links between meal-sharing experience, overall satisfaction, and behavioral intentions (e.g., re-purchase and word-of-mouth) based on social practice theory and planned behavior theory. It utilized a questionnaire to test the relationships through the purposeful sampling of 217 Indian domestic travelers. The current study applied both the symmetric method of partial least squares-structural equation modeling (PLS-SEM) and the asymmetric method of fuzzy-set qualitative comparative analysis (fsQCA). The PLS-SEM results showed that only the hospitality dimension of the meal-sharing experience positively relates to travelers’ overall satisfaction, re-purchase, and word-of-mouth (WoM) intentions. Apart from this, the results of fsQCA demonstrated several sufficient combinations of dimensions to generate satisfaction, re-purchase, and WoM intentions. It has several practical implications for hosts of meal-sharing platforms as to how they can improve their guests’ experience to delight and get them to re-purchase their services.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"843 - 869"},"PeriodicalIF":12.5,"publicationDate":"2023-05-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47989509","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 : 2023-05-16DOI: 10.1080/19368623.2023.2211061
M. Rombach, Ani Kartikasari, D. Dean, D. Suhartanto, Brendan T. Chen
ABSTRACT This study is dedicated to m-commerce and examines the key factors determining loyalty to online food delivery (OFD) services in Indonesia, Taiwan, and New Zealand, as these countries have faced varying degrees of pandemic severity. The data analysis using Partial Least Square Structural Equation Modeling (PLS-SEM) shows that the quality of both food and e-service, satisfaction, perceived value, and trust are significant predictors of loyalty in all countries. Food quality drives consumer loyalty, contentment, and perceived value in Indonesia and Taiwan, but e-service quality is the main determinant in New Zealand. These differences can be attributed to the status quo of the OFD service market in the three countries pre-Covid, cultural factors, the pandemic severity, and consumer access to other distribution channels. Best practice recommendations for marketing managers associated with OFD are presented.
{"title":"Determinants of customer loyalty to online food service delivery: evidence from Indonesia, Taiwan, and New Zealand","authors":"M. Rombach, Ani Kartikasari, D. Dean, D. Suhartanto, Brendan T. Chen","doi":"10.1080/19368623.2023.2211061","DOIUrl":"https://doi.org/10.1080/19368623.2023.2211061","url":null,"abstract":"ABSTRACT This study is dedicated to m-commerce and examines the key factors determining loyalty to online food delivery (OFD) services in Indonesia, Taiwan, and New Zealand, as these countries have faced varying degrees of pandemic severity. The data analysis using Partial Least Square Structural Equation Modeling (PLS-SEM) shows that the quality of both food and e-service, satisfaction, perceived value, and trust are significant predictors of loyalty in all countries. Food quality drives consumer loyalty, contentment, and perceived value in Indonesia and Taiwan, but e-service quality is the main determinant in New Zealand. These differences can be attributed to the status quo of the OFD service market in the three countries pre-Covid, cultural factors, the pandemic severity, and consumer access to other distribution channels. Best practice recommendations for marketing managers associated with OFD are presented.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"818 - 842"},"PeriodicalIF":12.5,"publicationDate":"2023-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43128707","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 : 2023-05-12DOI: 10.1080/19368623.2023.2211993
D. Gursoy, Yu Li, Hakjun Song
ABSTRACT Since its launch, ChatGPT, an artificial intelligence chatbot developed by Open AI based on the premises of generative pre-trained transformer autoregressive language models, has gained widespread popularity and is making significant impact on society with its unique features, such as natural language processing and contextual awareness. ChatGPT is viewed as a major disruptive innovation that is likely to revolutionize the operations in many industries including the hospitality and tourism industry. The adoption of ChatGPT will result in substantial changes throughout the hospitality and tourism industry by disrupting how customer search for information, make decisions, and how businesses produce, create, and deliver customized services and experiences. This conceptual paper provides a comprehensive discussion on generative pre-trained transformers’ (GPTs) benefits, and potential challenges and threats they pose to the hospitality and tourism industry. The feasibility of integrating GPT into different travel stages and decision-making processes is also discussed. The article concludes by proposing a potential future research agenda on using GPT in creating and delivering hospitality and tourism experiences, which can guide further advancements in the field.
{"title":"ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions","authors":"D. Gursoy, Yu Li, Hakjun Song","doi":"10.1080/19368623.2023.2211993","DOIUrl":"https://doi.org/10.1080/19368623.2023.2211993","url":null,"abstract":"ABSTRACT Since its launch, ChatGPT, an artificial intelligence chatbot developed by Open AI based on the premises of generative pre-trained transformer autoregressive language models, has gained widespread popularity and is making significant impact on society with its unique features, such as natural language processing and contextual awareness. ChatGPT is viewed as a major disruptive innovation that is likely to revolutionize the operations in many industries including the hospitality and tourism industry. The adoption of ChatGPT will result in substantial changes throughout the hospitality and tourism industry by disrupting how customer search for information, make decisions, and how businesses produce, create, and deliver customized services and experiences. This conceptual paper provides a comprehensive discussion on generative pre-trained transformers’ (GPTs) benefits, and potential challenges and threats they pose to the hospitality and tourism industry. The feasibility of integrating GPT into different travel stages and decision-making processes is also discussed. The article concludes by proposing a potential future research agenda on using GPT in creating and delivering hospitality and tourism experiences, which can guide further advancements in the field.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"579 - 592"},"PeriodicalIF":12.5,"publicationDate":"2023-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48829761","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 : 2023-04-26DOI: 10.1080/19368623.2023.2205396
Ming-Nuan Yang, T. Luu, David Qian
ABSTRACT Understanding how extroversion diversity influences group service innovation helps hospitality firms achieve service excellence. We developed a multilevel model of the link between extroversion diversity and group service innovation and the mediation and moderation mechanisms underlying the direct relationship. We collected data from China and Australia. We utilized multilevel structural equation modeling for model validation. Results from both samples demonstrated that extroversion diversity was positively related to group service innovation. Creative role identity was a mediator between extroversion diversity and group service innovation. Chinese result showed that adhocracy culture positively moderated the link between creative role identity and group service innovation. However, adhocracy culture was not a moderator on such a link among Australian employees. Therefore, we advanced the stream of diversity innovation in the hospitality discipline and offer managers suggestion to improve service innovation among work groups by building group diversity via recruitment and trainings. 了解外向型多样性如何影响集团服务创新, 有助于酒店公司实现卓越服务. 我们开发了外向多样性和群体服务创新之间联系的多层次模型, 以及直接关系背后的中介和调节机制. 我们收集了来自中国和澳大利亚的数据. 我们利用多级结构方程建模进行模型验证. 两个样本的结果都表明, 外向多样性与群体服务创新呈正相关. 创造性角色认同是外向多样性和群体服务创新之间的中介. 中国的研究结果表明, 专治文化对创造性角色认同和群体服务创新之间的联系起到了正向调节作用. 然而, 对于澳大利亚员工之间的这种联系, 专治文化并不是一个调节因素. 因此, 我们在酒店学科中提出了多元化创新流, 并为管理者提供建议, 通过招聘和培训建立团队多样性, 以提高工作团队之间的服务创新.
ABSTRACT Understanding how extrapolation diversity influences group service innovation helps hospitality firms achieve service excellence We developed a multi-level model of the link between extrapolation diversity and group service innovation and the mediation and modeling mechanisms underlying the direct relationship We collected data from China and Australia We utilized multi-level structural equation modeling for model validation Results from both samples demonstrated that extrapolation diversity was positively related to group service innovation Creative role identity was a mediator between extrapolation diversity and group service innovation Chinese result showed that advertising culture positively modeled the link between creative role identity and group service innovation How, advertising culture was not a modeler on such a link among Australian employees There are more, we advanced the stream of diversity innovation in the hospitality division and offer managers suggest to improve service innovation among work groups by building group diversity via commission and training Understanding how extroverted diversity affects group service innovation can help hotel companies achieve excellent service We have developed a multi-level model of the relationship between outward diversity and group service innovation, as well as the mediating and moderating mechanisms behind the direct relationship We collected data from China and Australia We use multi-level structural equation modeling for model validation The results of both samples indicate a positive correlation between outward diversity and group service innovation Creative role identification is the intermediary between outward diversity and group service innovation The research results in China indicate that authoritarian culture plays a positive moderating role in the connection between creative role identification and group service innovation However, for this connection between Australian employees, authoritarian culture is not a moderating factor Therefore, we have proposed a diversified innovation stream in the hotel discipline and provided suggestions to managers to establish team diversity through recruitment and training, in order to improve service innovation among work teams
{"title":"Linking extroversion diversity to group service innovation among Chinese and Australian hospitality employees: The roles of adhocracy culture and creative role identity","authors":"Ming-Nuan Yang, T. Luu, David Qian","doi":"10.1080/19368623.2023.2205396","DOIUrl":"https://doi.org/10.1080/19368623.2023.2205396","url":null,"abstract":"ABSTRACT Understanding how extroversion diversity influences group service innovation helps hospitality firms achieve service excellence. We developed a multilevel model of the link between extroversion diversity and group service innovation and the mediation and moderation mechanisms underlying the direct relationship. We collected data from China and Australia. We utilized multilevel structural equation modeling for model validation. Results from both samples demonstrated that extroversion diversity was positively related to group service innovation. Creative role identity was a mediator between extroversion diversity and group service innovation. Chinese result showed that adhocracy culture positively moderated the link between creative role identity and group service innovation. However, adhocracy culture was not a moderator on such a link among Australian employees. Therefore, we advanced the stream of diversity innovation in the hospitality discipline and offer managers suggestion to improve service innovation among work groups by building group diversity via recruitment and trainings. 了解外向型多样性如何影响集团服务创新, 有助于酒店公司实现卓越服务. 我们开发了外向多样性和群体服务创新之间联系的多层次模型, 以及直接关系背后的中介和调节机制. 我们收集了来自中国和澳大利亚的数据. 我们利用多级结构方程建模进行模型验证. 两个样本的结果都表明, 外向多样性与群体服务创新呈正相关. 创造性角色认同是外向多样性和群体服务创新之间的中介. 中国的研究结果表明, 专治文化对创造性角色认同和群体服务创新之间的联系起到了正向调节作用. 然而, 对于澳大利亚员工之间的这种联系, 专治文化并不是一个调节因素. 因此, 我们在酒店学科中提出了多元化创新流, 并为管理者提供建议, 通过招聘和培训建立团队多样性, 以提高工作团队之间的服务创新.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"767 - 791"},"PeriodicalIF":12.5,"publicationDate":"2023-04-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46470721","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 : 2023-04-18DOI: 10.1080/19368623.2023.2202168
W. Ladeira, M. G. Perin, F. Santini
ABSTRACT Robot services have become an essential competitive differentiator in the hospitality and tourism industry. Seminal studies indicate the need for more profound knowledge about the factors that can increase the acceptance of service robots. This paper investigates the relationship between informational cues and acceptance of service robots through a meta-analysis. Our study also analyzes the acceptance of service robots through contextual characteristics moderators. The results showed that perceived robot trust influences the relationship between informational cues (anthropomorphism and social influence) and acceptance of service robots. By analyzing previous studies, our framework demonstrates that acceptance of service robots has increased more after the COVID pandemic than before the COVID pandemic. Furthermore, the relationship between attitude toward robots and robot usage intention tends to be greater in humanoid service robots (than social robots) and analytical intelligence (than mechanical intelligence).
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