Pub Date : 2023-02-28DOI: 10.1080/19368623.2023.2184439
Aaron Hsiao, E. Ma, A. Manfreda, Mandi Baker, Jingjing Xu
ABSTRACT Limited research has examined how employees’ cultural competency may influence customers experience and behaviors. Building on social exchange theory, this study proposed and tested a model focusing on how guest gratitude mediated the relationships between three dimensions of servers’ cultural competency, cultural awareness, cultural knowledge, and cultural skills, on customers’ future behavioral intentions. Using empirical data collected from cross-cultural service encounters in luxury hotels in Australia, findings of the study revealed that cultural awareness and skills were significantly related to guest gratitude that, in turn, significantly influenced customers future behavioral intention. This study contributes to social exchange theory by adopting gratitude as a mediator in the reciprocal relationship between servers’ cultural competency and customer behavioral intentions. The study highlights the importance of training current hospitality employees and preparing future hospitality professionals. In particular, the findings emphasize the importance of enhancing hospitality employees’ cultural competency in cross-cultural service encounters.
{"title":"A social exchange perspective on boosting customer loyalty through culturally competent servers","authors":"Aaron Hsiao, E. Ma, A. Manfreda, Mandi Baker, Jingjing Xu","doi":"10.1080/19368623.2023.2184439","DOIUrl":"https://doi.org/10.1080/19368623.2023.2184439","url":null,"abstract":"ABSTRACT Limited research has examined how employees’ cultural competency may influence customers experience and behaviors. Building on social exchange theory, this study proposed and tested a model focusing on how guest gratitude mediated the relationships between three dimensions of servers’ cultural competency, cultural awareness, cultural knowledge, and cultural skills, on customers’ future behavioral intentions. Using empirical data collected from cross-cultural service encounters in luxury hotels in Australia, findings of the study revealed that cultural awareness and skills were significantly related to guest gratitude that, in turn, significantly influenced customers future behavioral intention. This study contributes to social exchange theory by adopting gratitude as a mediator in the reciprocal relationship between servers’ cultural competency and customer behavioral intentions. The study highlights the importance of training current hospitality employees and preparing future hospitality professionals. In particular, the findings emphasize the importance of enhancing hospitality employees’ cultural competency in cross-cultural service encounters.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"555 - 577"},"PeriodicalIF":12.5,"publicationDate":"2023-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45431226","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 : 2023-02-27DOI: 10.1080/19368623.2023.2184440
Preeti Jain, R. Singh, Ruchi Mishra, N. Rana
ABSTRACT Owing to its unparalleled transparency and disintermediation characteristics, blockchain technology has a huge potential to transform the tourism and hospitality industry. Airlines and hotel companies are now turning to blockchain for its multifaceted applications, yet its holistic value realization in the sector is far from reality. The existing literature in terms of theoretical and methodological underpinnings concerning blockchain technology integrated Smart Tourism 4.0 remains limited and fragmented across its lifecycle. With a structured, systematic literature review approach, the study aims to conduct an in-depth review of 56 selected papers obtained from a specific search criterion employed across widespread repositories of Scopus, Web of Science, and EBSCOhost databases, capturing the period from Jan 2012 to May 2022. The study identifies critical research gaps in technology awareness, particularly around the maturity index for a BCT-integrated digitized business model. The emerging themes based on the primary focus areas are summarized and extended further to provide future research directions on the basis of theory, context, and method (TCM) framework. To advance the readers’ understanding to the next level, a few case examples of linked theory, context and methodology are also provided. 由于其无与伦比的透明度和非中介化特征，区块链技术具有巨大的潜力来改变旅游业和酒店业. 航空公司和酒店公司现在正转向区块链, 以实现其多方面的应用, 但其在该领域的整体价值实现远未实现. 关于区块链技术集成智能旅游4.0的理论和方法基础方面的现有文献在其整个生命周期中仍然有限且支离破碎. 该研究采用结构化、系统的文献综述方法, 旨在对从Scopus、科学之网和EBSCO宿主数据库的广泛存储库中采用的特定搜索标准获得的56篇论文进行深入审查, 涵盖2012年1月至2022年5月这段时间. 该研究确定了技术意识方面的关键研究差距, 特别是围绕BCT集成数字化业务模型的成熟度指数. 基于主要关注领域的新兴主题被进一步总结和扩展, 以在理论、背景和方法(TCM)框架的基础上提供未来的研究方向. 为了将读者的理解提升到一个新的层次, 还提供了一些相关理论、背景和方法的案例.
由于其无与伦比的透明度和非中介化特性，区块链技术在改变旅游和酒店业方面具有巨大的潜力。航空公司和酒店公司现在正在转向b区块链的多方面应用，但其在该领域的整体价值实现远未实现。关于区块链技术集成智能旅游4.0的理论和方法基础方面的现有文献在其整个生命周期中仍然有限且分散。采用结构化、系统的文献综述方法，本研究旨在对从Scopus、Web of Science和EBSCOhost数据库的广泛存储库中使用的特定搜索标准获得的56篇论文进行深入的综述，捕获时间为2012年1月至2022年5月。该研究确定了技术意识方面的关键研究差距，特别是围绕bct集成数字化商业模式的成熟度指数。在理论、背景和方法(theory, context, and method, TCM)框架的基础上，总结和扩展了基于主要关注领域的新兴主题，并为未来的研究方向提供了建议。为了将读者的理解推进到下一个层次，还提供了一些相关理论、背景和方法的案例。由于其无与伦比的透明度和非中介化特征，区块链技术具有巨大的潜力来改变旅游业和酒店业. 航空公司和酒店公司现在正转向区块链, 以实现其多方面的应用, 但其在该领域的整体价值实现远未实现. 关于区块链技术集成智能旅游4.0的理论和方法基础方面的现有文献在其整个生命周期中仍然有限且支离破碎。该研究采用结构化,系统的文献综述方法,旨在对从斯高帕斯,科学之网和EBSCO宿主数据库的广泛存储库中采用的特定搜索标准获得的56篇论文进行深入审查,涵盖2012年1月至2022年5月这段时间。齐格，齐格，齐格，齐格，齐格，齐格，齐格，齐格。基于主要关注领域的新兴主题被进一步总结和扩展,以在理论,背景和方法(TCM)框架的基础上提供未来的研究方向。为了将读者的理解提升到一个新的层次, 还提供了一些相关理论、背景和方法的案例.
{"title":"Emerging dimensions of blockchain application in tourism and hospitality sector: a systematic literature review","authors":"Preeti Jain, R. Singh, Ruchi Mishra, N. Rana","doi":"10.1080/19368623.2023.2184440","DOIUrl":"https://doi.org/10.1080/19368623.2023.2184440","url":null,"abstract":"ABSTRACT Owing to its unparalleled transparency and disintermediation characteristics, blockchain technology has a huge potential to transform the tourism and hospitality industry. Airlines and hotel companies are now turning to blockchain for its multifaceted applications, yet its holistic value realization in the sector is far from reality. The existing literature in terms of theoretical and methodological underpinnings concerning blockchain technology integrated Smart Tourism 4.0 remains limited and fragmented across its lifecycle. With a structured, systematic literature review approach, the study aims to conduct an in-depth review of 56 selected papers obtained from a specific search criterion employed across widespread repositories of Scopus, Web of Science, and EBSCOhost databases, capturing the period from Jan 2012 to May 2022. The study identifies critical research gaps in technology awareness, particularly around the maturity index for a BCT-integrated digitized business model. The emerging themes based on the primary focus areas are summarized and extended further to provide future research directions on the basis of theory, context, and method (TCM) framework. To advance the readers’ understanding to the next level, a few case examples of linked theory, context and methodology are also provided. 由于其无与伦比的透明度和非中介化特征，区块链技术具有巨大的潜力来改变旅游业和酒店业. 航空公司和酒店公司现在正转向区块链, 以实现其多方面的应用, 但其在该领域的整体价值实现远未实现. 关于区块链技术集成智能旅游4.0的理论和方法基础方面的现有文献在其整个生命周期中仍然有限且支离破碎. 该研究采用结构化、系统的文献综述方法, 旨在对从Scopus、科学之网和EBSCO宿主数据库的广泛存储库中采用的特定搜索标准获得的56篇论文进行深入审查, 涵盖2012年1月至2022年5月这段时间. 该研究确定了技术意识方面的关键研究差距, 特别是围绕BCT集成数字化业务模型的成熟度指数. 基于主要关注领域的新兴主题被进一步总结和扩展, 以在理论、背景和方法(TCM)框架的基础上提供未来的研究方向. 为了将读者的理解提升到一个新的层次, 还提供了一些相关理论、背景和方法的案例.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"454 - 476"},"PeriodicalIF":12.5,"publicationDate":"2023-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47932755","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 : 2023-02-23DOI: 10.1080/19368623.2023.2180469
I. Wong, Yim King Penny Wan, Danni Sun
ABSTRACT The pursuit of beauty has been a part of our daily lives, as the hospitality industry recognizes by offering aesthetically pleasing artifacts through a constellation of service attributes. This research takes a qualitative approach to explore hospitality service elements that are aesthetically appealing to customers. It draws on Adorno’s aesthetic theory to better understand service aesthetics through the lens of the autonomous, socially determined, critical, and mimetic character of beauty. We improvise the concept of hospitality service aesthetic to notion that beauty is socially mediated in hospitality settings along five major themes: ocular-servicescape, facility spectacle, thematic embellishment, architectonic magnificence, and humanistic appearance. This inquiry also moves beyond the servicescape typology and prior empirical studies of aesthetics to acknowledge the constellation of environmental stimuli that can arouse customers from functional, emotional, symbolic, and socio-cultural perspectives.追求美已经成为我们日常生活的一部分, 正如酒店业通过一系列服务属性提供令人愉悦的艺术品所认识到的那样. 本研究采用定性方法来探索对顾客具有审美吸引力的酒店服务要素. 它借鉴了阿多诺的美学理论, 通过美的自主性、社会决定性、批判性和模仿性来更好地理解服务美学. 我们即兴提出了酒店服务美学的概念, 认为在酒店环境中, 美是通过五大主题进行社会调节的: 视觉服务景观、设施奇观、主题装饰、建筑华丽和人文外观. 这项调查也超越了服务景观类型学和先前的美学实证研究, 以确认可以从功能、情感、象征和社会文化角度激发顾客的环境刺激
ABSTRACT The purchase of beauty has been a part of our daily lives, as the hospitality industry recognizes by offering aesthetically pleasing artifacts through a consensus of service attributes This research takes a qualitative approach to explore hospitality service elements that are aesthetically applicable to customers It draws on Adorno's aesthetic theory to better understand service aesthetics through the lens of the autonomy, socially determined, critical, and metric character of beauty We propose the concept of hospitality service aesthetic to note that beauty is socially mediated in hospitality settings along with five major themes: regular servicescape, facility perspective, thematic embedment, architectural magic, and humanistic appearance This inquiry also moves beyond the servicescape typology and prior empirical studies of aesthetics to acknowledge the consensus of environmental stimuli that can surround customers from functional, emotional, symbolic, and socio-cultural perspectives. Pursuing beauty has become a part of our daily lives, As the hotel industry recognizes by providing enjoyable art through a series of service attributes This study uses qualitative methods to explore hotel service elements that have aesthetic appeal to customers It draws on Adorno's aesthetic theory to better understand service aesthetics through the autonomy, social determinism, criticality, and imitation of beauty We improvised the concept of hotel service aesthetics, believing that in a hotel environment, beauty is socially regulated through five main themes: visual service landscape, facility wonders, theme decoration, architectural magnificence, and cultural appearance This survey also goes beyond service landscape typology and previous aesthetic empirical studies to confirm that environmental stimuli can stimulate customers from functional, emotional, symbolic, and socio-cultural perspectives
{"title":"Understanding hospitality service aesthetics through the lens of aesthetic theory","authors":"I. Wong, Yim King Penny Wan, Danni Sun","doi":"10.1080/19368623.2023.2180469","DOIUrl":"https://doi.org/10.1080/19368623.2023.2180469","url":null,"abstract":"ABSTRACT The pursuit of beauty has been a part of our daily lives, as the hospitality industry recognizes by offering aesthetically pleasing artifacts through a constellation of service attributes. This research takes a qualitative approach to explore hospitality service elements that are aesthetically appealing to customers. It draws on Adorno’s aesthetic theory to better understand service aesthetics through the lens of the autonomous, socially determined, critical, and mimetic character of beauty. We improvise the concept of hospitality service aesthetic to notion that beauty is socially mediated in hospitality settings along five major themes: ocular-servicescape, facility spectacle, thematic embellishment, architectonic magnificence, and humanistic appearance. This inquiry also moves beyond the servicescape typology and prior empirical studies of aesthetics to acknowledge the constellation of environmental stimuli that can arouse customers from functional, emotional, symbolic, and socio-cultural perspectives.追求美已经成为我们日常生活的一部分, 正如酒店业通过一系列服务属性提供令人愉悦的艺术品所认识到的那样. 本研究采用定性方法来探索对顾客具有审美吸引力的酒店服务要素. 它借鉴了阿多诺的美学理论, 通过美的自主性、社会决定性、批判性和模仿性来更好地理解服务美学. 我们即兴提出了酒店服务美学的概念, 认为在酒店环境中, 美是通过五大主题进行社会调节的: 视觉服务景观、设施奇观、主题装饰、建筑华丽和人文外观. 这项调查也超越了服务景观类型学和先前的美学实证研究, 以确认可以从功能、情感、象征和社会文化角度激发顾客的环境刺激","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"410 - 444"},"PeriodicalIF":12.5,"publicationDate":"2023-02-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43945260","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 : 2023-02-19DOI: 10.1080/19368623.2023.2176395
K. Purani, Krishnan Jeesha
ABSTRACT Management of online reviews holds strategic significance for brands, especially in the hospitality sector, as more and more prospective consumers read reviews for brand evaluation and brand engagement. Contrary to most studies that examine the effects of webcare among reviewers, this study examines the effects of webcare on consumer brand engagement among review readers. Further, rather than focusing on a single review or a management response to a single review, it focuses on the perceived webcare efforts of a firm as a response to multiple reviews taken together by introducing a new concept, webcare salience, defined as the degree to which webcare is seen in a review set by the review readers or observers. Through a series of experiments in the tourism context, it examines underexplored effects of webcare salience on consumer brand engagement and, particularly, how other webcare variables, namely webcare valence, conversational human voice and response time, moderate such effects. This research triggers a new line of scholarly enquiry that takes into account the idea of review set and review readers’ perspectives.
{"title":"Webcare salience and consumer engagement: The moderating effects of webcare valence, conversational human voice and response time","authors":"K. Purani, Krishnan Jeesha","doi":"10.1080/19368623.2023.2176395","DOIUrl":"https://doi.org/10.1080/19368623.2023.2176395","url":null,"abstract":"ABSTRACT Management of online reviews holds strategic significance for brands, especially in the hospitality sector, as more and more prospective consumers read reviews for brand evaluation and brand engagement. Contrary to most studies that examine the effects of webcare among reviewers, this study examines the effects of webcare on consumer brand engagement among review readers. Further, rather than focusing on a single review or a management response to a single review, it focuses on the perceived webcare efforts of a firm as a response to multiple reviews taken together by introducing a new concept, webcare salience, defined as the degree to which webcare is seen in a review set by the review readers or observers. Through a series of experiments in the tourism context, it examines underexplored effects of webcare salience on consumer brand engagement and, particularly, how other webcare variables, namely webcare valence, conversational human voice and response time, moderate such effects. This research triggers a new line of scholarly enquiry that takes into account the idea of review set and review readers’ perspectives.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"363 - 384"},"PeriodicalIF":12.5,"publicationDate":"2023-02-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44337158","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 : 2023-02-17DOI: 10.1080/19368623.2023.2139036
Kuo-Hao Feng, L. Altınay, Zaid Alrawadieh
ABSTRACT While a plethora of research examines the antecedents and outcomes of favorable employee-to-customer interaction in the hospitality industry, little empirical investigation has been conducted so far to understand the effect of employee-to-customer interaction on customers’ social well-being. This omission is particularly intriguing in the context of elderly care homes whereby employee-to-customer interaction is both intense and crucial. Building on a transformative service research perspective, the present study draws on a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between favorable employee-to-customer interaction, social connectedness, and social well-being. Using data from 267 elderly individuals in care homes combined with data from three focus groups in China, the study confirms the role of favorable employee-to-customer interaction in enhancing the social connectedness of elderly customers. Both employee-to-customer interaction and social connectedness are also found to positively influence elderly customers’ social well-being. Findings from the qualitative study lend support to the proposed theoretical model and further demonstrate how elderly consumers’ social well-being is impacted in a transformative way by favorable interactions with employees. Qualitative findings show how both employees and elderly customers deploy different resources to pursue transformative outcomes of value exchange and value co-creation. The study advances transformative service research and suggests implications for policy and managers in elderly care homes and the wider hospitality industry.
{"title":"Social connectedness and well-being of elderly customers: Do employee-to-customer interactions matter?","authors":"Kuo-Hao Feng, L. Altınay, Zaid Alrawadieh","doi":"10.1080/19368623.2023.2139036","DOIUrl":"https://doi.org/10.1080/19368623.2023.2139036","url":null,"abstract":"ABSTRACT While a plethora of research examines the antecedents and outcomes of favorable employee-to-customer interaction in the hospitality industry, little empirical investigation has been conducted so far to understand the effect of employee-to-customer interaction on customers’ social well-being. This omission is particularly intriguing in the context of elderly care homes whereby employee-to-customer interaction is both intense and crucial. Building on a transformative service research perspective, the present study draws on a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between favorable employee-to-customer interaction, social connectedness, and social well-being. Using data from 267 elderly individuals in care homes combined with data from three focus groups in China, the study confirms the role of favorable employee-to-customer interaction in enhancing the social connectedness of elderly customers. Both employee-to-customer interaction and social connectedness are also found to positively influence elderly customers’ social well-being. Findings from the qualitative study lend support to the proposed theoretical model and further demonstrate how elderly consumers’ social well-being is impacted in a transformative way by favorable interactions with employees. Qualitative findings show how both employees and elderly customers deploy different resources to pursue transformative outcomes of value exchange and value co-creation. The study advances transformative service research and suggests implications for policy and managers in elderly care homes and the wider hospitality industry.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"174 - 195"},"PeriodicalIF":12.5,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48098926","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 : 2023-02-17DOI: 10.1080/19368623.2023.2173350
Chih-Hsing Liu, W. Lin, Yu-Hung Lu, Yi-Jhan Huang
ABSTRACT In recent years, there has been an increasing number of hotel management studies. However, until now, there has been no integrated perspective or precise guidance for hotel branding and marketing strategies. The current study used an integrated study of 996 participants (e.g., Study 1: 597 employees and Study 2: 399 customers) to extend customer‐based brand equity (CBBE) theory. The results of Study 1 show that entrepreneurial orientation and corporate vision have a mediating effect on the relationship between brand identity and brand value. Furthermore, brand culture has a significant moderating effect on brand value from the employee perspective. The results of Study 2 show that brand value indirectly affects brand loyalty through visit intention and brand image from the customer perspective. In addition, customer engagement is a critical attribute moderating the brand loyalty development process. Several alternative models are also provided to verify the robustness of the research findings. 摘要 近年來，酒店管理研究的數量不斷增加。然而，到目前為止, 對於酒店品牌成立和行銷策略運用則尚無整合的觀點或精確的引導。本整合型研究研究有996名參與者(舉例來說:第一個研究有597名員工;第二個研究有399名顧客), 主要擴展顧客基礎品牌權益(CBBE)理論基礎。研究一結果顯示:創業導向和企業願景對品牌認同和品牌價值之間的關係具有中介作用。此外, 從員工的角度來看, 品牌文化對品牌價值有顯著的調節作用。第二個研究結果顯示:品牌價值可以透過顧客的訪問意圖和品牌形象間接影響品牌忠誠度。此外, 顧客參與在品牌忠誠度發展過程中擔任至關重要的調節效果。本研究還提供了幾個替代模型來驗證實證結果的穩健性。 關鍵字:顧客基礎品牌權益; 品牌權益; 品牌價值; 品牌文化,參與
ABSTRACT In recent years，there has been an increasing number of hotel management studies.However，until now，there has been no integrated perspective or precise guidance for hotel branding and marketing strategies.The current study used an integrated study of 996 participants（e.g.，Study 1: 597 employees and Study 2: 399 customers）to extend customer‐based brand equity（CBBE）theory.The results of Study 1 show that entrepreneurial orientation and corporate vision have a mediating effect on the relationship between brand identity and brand value.Furthermore，brand culture has a significant moderating effect on brand value from the employee perspective.The results of Study 2 show that brand value indirectly affects brand loyalty through visit intention and brand image from the customer perspective.In addition，customer engagement is a critical attribute moderating the brand loyalty development process.Several alternative models are also provided to verify the robustness of the research findings.摘要近年来，酒店管理研究的数量不断增加。然而，到目前为止，对于酒店品牌成立和营销策略运用则尚无整合的观点或精确的引导。本整合型研究研究有996名参与者（举例来说：第一个研究有597名员工；第二个研究有399名顾客），主要扩展顾客基础品牌权益（CBBE）理论基础。研究一结果显示：创业导向和企业愿景对品牌认同和品牌价值之间的关系具有中介作用。此外，从员工的角度来看，品牌文化对品牌价值有显著的调节作用。第二个研究结果显示：品牌价值可以透过顾客的访问意图和品牌形象间接影响品牌忠诚度。此外，顾客参与在品牌忠诚度发展过程中担任至关重要的调节效果。本研究还提供了几个替代模型来验证实证结果的稳健性。关键字：顾客基础品牌权益；品牌权益；品牌价值；品牌文化，参与
{"title":"Developing customer-based brand equity from both employee and customer perspectives","authors":"Chih-Hsing Liu, W. Lin, Yu-Hung Lu, Yi-Jhan Huang","doi":"10.1080/19368623.2023.2173350","DOIUrl":"https://doi.org/10.1080/19368623.2023.2173350","url":null,"abstract":"ABSTRACT In recent years, there has been an increasing number of hotel management studies. However, until now, there has been no integrated perspective or precise guidance for hotel branding and marketing strategies. The current study used an integrated study of 996 participants (e.g., Study 1: 597 employees and Study 2: 399 customers) to extend customer‐based brand equity (CBBE) theory. The results of Study 1 show that entrepreneurial orientation and corporate vision have a mediating effect on the relationship between brand identity and brand value. Furthermore, brand culture has a significant moderating effect on brand value from the employee perspective. The results of Study 2 show that brand value indirectly affects brand loyalty through visit intention and brand image from the customer perspective. In addition, customer engagement is a critical attribute moderating the brand loyalty development process. Several alternative models are also provided to verify the robustness of the research findings. 摘要 近年來，酒店管理研究的數量不斷增加。然而，到目前為止, 對於酒店品牌成立和行銷策略運用則尚無整合的觀點或精確的引導。本整合型研究研究有996名參與者(舉例來說:第一個研究有597名員工;第二個研究有399名顧客), 主要擴展顧客基礎品牌權益(CBBE)理論基礎。研究一結果顯示:創業導向和企業願景對品牌認同和品牌價值之間的關係具有中介作用。此外, 從員工的角度來看, 品牌文化對品牌價值有顯著的調節作用。第二個研究結果顯示:品牌價值可以透過顧客的訪問意圖和品牌形象間接影響品牌忠誠度。此外, 顧客參與在品牌忠誠度發展過程中擔任至關重要的調節效果。本研究還提供了幾個替代模型來驗證實證結果的穩健性。 關鍵字:顧客基礎品牌權益; 品牌權益; 品牌價值; 品牌文化,參與","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"285 - 316"},"PeriodicalIF":12.5,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48481342","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 : 2023-02-17DOI: 10.1080/19368623.2023.2176963
Cecilia Pasquinelli, Mariapina Trunfio, Gabriella Punziano, G. del Chiappa
ABSTRACT Fully online tourist experiences remain a largely unexplored area of inquiry, as a valuable and meaningful traveling modality per se, beyond any connection with conventional tourism. This explorative study aims to advance knowledge on the role of human and technology dimensions in shaping the online tourist experience during the pandemic. A sample of 9,300 Airbnb Online Experience reviews of thirty-four online destination experiences was analyzed. A typology of four fully online tourism experiences is presented, such as individual escape and personalized learning, meeting the destination, meeting the host and social bonding. The research reveals the dynamic evolution of the fully online tourist experience during the pandemic, highlighting the strengthening role of the human dimension and the human-to-human interaction, despite the digital mediation of the in-remote destination visit. Avenues for destination management and marketing research and practice spring from the analysis of fully online tourist experiences as a form of virtual tourism. 完全在线的旅游体验仍然是一个很大程度上未被探索的领域, 作为一种有价值和有意义的旅游方式, 超越了传统旅游的任何联系. 这项探索性研究旨在增进对人类和技术维度在大流行期间塑造在线旅游体验中的作用的认识. 对34个在线目的地体验的9300个Airbnb在线体验评论样本进行了分析. 介绍了四种完全在线旅游体验的类型, 如个人逃生和个性化学习、与目的地见面、与主人见面和社会联系. 这项研究揭示了疫情期间完全在线旅游体验的动态演变, 突出了人的层面和人与人的互动的强化作用, 尽管远程目的地访问是数字媒介. 目的地管理和营销研究与实践的途径来源于对作为虚拟旅游形式的完全在线旅游体验的分析.
ABSTRACT Fully online tour experiences remain a large unexplored area of inquiry, as a valid and meaningfully traveling modality per se, beyond any connection with conventional tourism This exploratory study aims to advance knowledge on the role of human and technology dimensions in shaping the online tour experience during the panel A sample of 9300 Airbnb Online Experience reviews of third four online destination experiences was analyzed A typology of four fully online tourism experiences is presented, such as individual escape and personalized learning, meeting the destination, meeting the host and social bonding The research reviews the dynamic evolution of the fully online tour experience during the panel, highlighting the strengthening role of the human dimension and the human to human interaction, designing the digital mediation of the in remote destination visit Avenues for destination management and marketing research and practice spring from the analysis of fully online tour experiences as a form of virtual tour The fully online travel experience is still a largely unexplored field, as a valuable and meaningful way of traveling that transcends any connection of traditional tourism This exploratory study aims to enhance understanding of the role of human and technological dimensions in shaping online travel experiences during the pandemic An analysis was conducted on 9300 Airbnb online experience review samples from 34 online destinations Introduced four types of fully online travel experiences, such as personal escape and personalized learning, meeting destinations, meeting hosts, and social connections This study reveals the dynamic evolution of fully online travel experiences during the pandemic, highlighting the strengthening effect of human dimension and interaction, despite remote destination access being a digital medium The approach to destination management and marketing research and practice comes from analyzing the complete online travel experience as a form of virtual tourism
{"title":"Online tourism experiences: exploring digital and human dimensions in in-remote destination visits","authors":"Cecilia Pasquinelli, Mariapina Trunfio, Gabriella Punziano, G. del Chiappa","doi":"10.1080/19368623.2023.2176963","DOIUrl":"https://doi.org/10.1080/19368623.2023.2176963","url":null,"abstract":"ABSTRACT Fully online tourist experiences remain a largely unexplored area of inquiry, as a valuable and meaningful traveling modality per se, beyond any connection with conventional tourism. This explorative study aims to advance knowledge on the role of human and technology dimensions in shaping the online tourist experience during the pandemic. A sample of 9,300 Airbnb Online Experience reviews of thirty-four online destination experiences was analyzed. A typology of four fully online tourism experiences is presented, such as individual escape and personalized learning, meeting the destination, meeting the host and social bonding. The research reveals the dynamic evolution of the fully online tourist experience during the pandemic, highlighting the strengthening role of the human dimension and the human-to-human interaction, despite the digital mediation of the in-remote destination visit. Avenues for destination management and marketing research and practice spring from the analysis of fully online tourist experiences as a form of virtual tourism. 完全在线的旅游体验仍然是一个很大程度上未被探索的领域, 作为一种有价值和有意义的旅游方式, 超越了传统旅游的任何联系. 这项探索性研究旨在增进对人类和技术维度在大流行期间塑造在线旅游体验中的作用的认识. 对34个在线目的地体验的9300个Airbnb在线体验评论样本进行了分析. 介绍了四种完全在线旅游体验的类型, 如个人逃生和个性化学习、与目的地见面、与主人见面和社会联系. 这项研究揭示了疫情期间完全在线旅游体验的动态演变, 突出了人的层面和人与人的互动的强化作用, 尽管远程目的地访问是数字媒介. 目的地管理和营销研究与实践的途径来源于对作为虚拟旅游形式的完全在线旅游体验的分析.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"385 - 409"},"PeriodicalIF":12.5,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44118257","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 : 2023-02-14DOI: 10.1080/19368623.2023.2173351
O. Kahraman, Ibrahim Cifci, S. Tiwari
ABSTRACT The present study explores the relationships between entrepreneurship motives, attitude, and behavioral intention of Indian residents toward the meal-sharing economy. The study implements a self-administered questionnaire to collect quantitative data. Partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) were binarily performed to test the aforementioned relationships. The PLS-SEM results show that the gratification of hosting, social interaction, and independence positively impact residents’ attitudes toward sharing economy. Moreover, social interaction, source of cultural capital, and gratification of hosting also positively influence the intention to participate in the meal-sharing economy. Moreover, the fsQCA results demonstrate that several configurations of the dimensions of entrepreneurship motivations generate the attitude toward the meal-sharing economy and the intention to participate in the meal-sharing economy. Based on the results, several theoretical and practical implications were suggested.
{"title":"Residents’ entrepreneurship motives, attitude, and behavioral intention toward the meal-sharing economy","authors":"O. Kahraman, Ibrahim Cifci, S. Tiwari","doi":"10.1080/19368623.2023.2173351","DOIUrl":"https://doi.org/10.1080/19368623.2023.2173351","url":null,"abstract":"ABSTRACT The present study explores the relationships between entrepreneurship motives, attitude, and behavioral intention of Indian residents toward the meal-sharing economy. The study implements a self-administered questionnaire to collect quantitative data. Partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) were binarily performed to test the aforementioned relationships. The PLS-SEM results show that the gratification of hosting, social interaction, and independence positively impact residents’ attitudes toward sharing economy. Moreover, social interaction, source of cultural capital, and gratification of hosting also positively influence the intention to participate in the meal-sharing economy. Moreover, the fsQCA results demonstrate that several configurations of the dimensions of entrepreneurship motivations generate the attitude toward the meal-sharing economy and the intention to participate in the meal-sharing economy. Based on the results, several theoretical and practical implications were suggested.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"317 - 339"},"PeriodicalIF":12.5,"publicationDate":"2023-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42575216","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 : 2023-02-14DOI: 10.1080/19368623.2023.2173352
D. Jin, Robin B. Dipietro, K. Kim, Fang Meng, Edwin N. Torries
ABSTRACT Acknowledging the importance of institutional pluralism and food service firms’ dynamic capacity theory, this research examines customer service perception that could apply to develop or refine the possibility of different business logic in creating varied customer service outcomes. Using mixed methods, Study 1 uses the quantitative critical incident technique to measure how the business ability of service organizations should not be restricted by the type of business model. Based on the results of Study 1, a conceptual model was proposed for Study 2 and found that customers’ value mind-set and value construal can influence the overall customer service experience that can be formed in the customer construal level process. Further, business acumen can also yield a considerable range of emotional and physical inputs depending on the corresponding business logic. Actively managing the institutional pluralism of business logic, service firms are no longer restricted to an act imitated from business logic.
{"title":"Influence of customer value mind-set on affective and behavioral service outcomes: role of the scope and scale of service offerings at various touchpoints","authors":"D. Jin, Robin B. Dipietro, K. Kim, Fang Meng, Edwin N. Torries","doi":"10.1080/19368623.2023.2173352","DOIUrl":"https://doi.org/10.1080/19368623.2023.2173352","url":null,"abstract":"ABSTRACT Acknowledging the importance of institutional pluralism and food service firms’ dynamic capacity theory, this research examines customer service perception that could apply to develop or refine the possibility of different business logic in creating varied customer service outcomes. Using mixed methods, Study 1 uses the quantitative critical incident technique to measure how the business ability of service organizations should not be restricted by the type of business model. Based on the results of Study 1, a conceptual model was proposed for Study 2 and found that customers’ value mind-set and value construal can influence the overall customer service experience that can be formed in the customer construal level process. Further, business acumen can also yield a considerable range of emotional and physical inputs depending on the corresponding business logic. Actively managing the institutional pluralism of business logic, service firms are no longer restricted to an act imitated from business logic.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"340 - 362"},"PeriodicalIF":12.5,"publicationDate":"2023-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42241849","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 : 2023-01-10DOI: 10.1080/19368623.2023.2166186
Xingtai Zhang, Hongyan Jin
ABSTRACT The extensive implementation of smart technology, artificial intelligence, automation, robotics, and algorithms (STAARA) in hospitality services has accelerated the need to understand their potential influence on hotel employees’ career perceptions. This study conducted two scenario-based experiments based on disruptive innovation theory and the Stimulus-Organism-Response (SOR) model to examine how STAARA awareness shapes hotel employees’ job insecurity and mobility. In addition, this study investigated career progression as a counterstrategy to attenuate the substitution effect of STAARA. Study 1 demonstrated that hotel employees’ negative (vs. positive) awareness of STAARA leads to higher job insecurity and mobility. Furthermore, according to Study 2, for hotel employees with low-level career progression, negative (vs. positive) awareness of STAARA induces higher job insecurity and mobility. However, among employees with high-level career progression, there were no significant differences, which means that high-level career progression attenuates the impact of STAARA. This study also considers theoretical and practical influences.
{"title":"How does smart technology, artificial intelligence, automation, robotics, and algorithms (STAARA) awareness affect hotel employees’ career perceptions? A disruptive innovation theory perspective","authors":"Xingtai Zhang, Hongyan Jin","doi":"10.1080/19368623.2023.2166186","DOIUrl":"https://doi.org/10.1080/19368623.2023.2166186","url":null,"abstract":"ABSTRACT The extensive implementation of smart technology, artificial intelligence, automation, robotics, and algorithms (STAARA) in hospitality services has accelerated the need to understand their potential influence on hotel employees’ career perceptions. This study conducted two scenario-based experiments based on disruptive innovation theory and the Stimulus-Organism-Response (SOR) model to examine how STAARA awareness shapes hotel employees’ job insecurity and mobility. In addition, this study investigated career progression as a counterstrategy to attenuate the substitution effect of STAARA. Study 1 demonstrated that hotel employees’ negative (vs. positive) awareness of STAARA leads to higher job insecurity and mobility. Furthermore, according to Study 2, for hotel employees with low-level career progression, negative (vs. positive) awareness of STAARA induces higher job insecurity and mobility. However, among employees with high-level career progression, there were no significant differences, which means that high-level career progression attenuates the impact of STAARA. This study also considers theoretical and practical influences.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"264 - 283"},"PeriodicalIF":12.5,"publicationDate":"2023-01-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46633045","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}
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