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ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions ChatGPT与酒店和旅游业:当前趋势和未来研究方向概述
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-05-12 DOI: 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.
ChatGPT是Open AI基于生成式预训练变形自回归语言模型开发的人工智能聊天机器人,自推出以来,它以其独特的自然语言处理和上下文感知等功能获得了广泛的普及,并对社会产生了重大影响。ChatGPT被视为一项重大的颠覆性创新,可能会彻底改变包括酒店和旅游业在内的许多行业的运营。ChatGPT的采用将通过颠覆客户搜索信息、做出决策的方式,以及企业生产、创建和提供定制服务和体验的方式,给整个酒店和旅游业带来重大变化。这篇概念性论文全面讨论了生成式预训练变压器(GPTs)的好处,以及它们对酒店和旅游业构成的潜在挑战和威胁。讨论了将GPT集成到不同出行阶段和决策过程中的可行性。文章最后提出了未来使用GPT创造和提供酒店和旅游体验的潜在研究议程,这可以指导该领域的进一步发展。
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引用次数: 28
Linking extroversion diversity to group service innovation among Chinese and Australian hospitality employees: The roles of adhocracy culture and creative role identity 将外向多样性与中澳酒店员工群体服务创新联系起来:adocracy文化和创造性角色认同的作用
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-04-26 DOI: 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
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引用次数: 0
Acceptance of service robots: a meta-analysis in the hospitality and tourism industry 服务机器人的接受度:酒店和旅游业的元分析
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-04-18 DOI: 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).
机器人服务已经成为酒店和旅游业的重要竞争优势。开创性的研究表明,需要对能够提高服务机器人接受度的因素有更深入的了解。本文通过荟萃分析研究了信息线索与服务机器人接受度之间的关系。我们的研究还通过情境特征调节因子分析了服务机器人的接受程度。结果表明,感知机器人信任影响信息线索(拟人化和社会影响)与服务机器人接受度之间的关系。通过分析之前的研究,我们的框架表明,在COVID大流行之后,服务机器人的接受度比COVID大流行之前更高。此外,对机器人的态度与机器人使用意图之间的关系在类人服务机器人(比社交机器人)和分析智能(比机械智能)中往往更大。
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引用次数: 4
Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models 海滩度假胜地物理证据与客人留存率之间的关系:多重顺序中介模型
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-04-18 DOI: 10.1080/19368623.2023.2203182
Kareem M. Selem, M. Sigala, Muhammad Haroon Shoukat, A. Shehata, Ibrahim M. Mkheimer
ABSTRACT Although research evidence shows the link between physical evidence and guest retention, we have limited knowledge about why and how this relationship works and is activated. To untangle this association, this paper examines how physical evidence influences three psychological factors (i.e. guest delight, emotional well-being, and overall image), as well as mediating the relationship between indoor and outdoor physical evidence and guest retention. The cognitive appraisal theory and the stimulus-organism-response model were employed in the study model. Data were gathered from 428 guests staying at seven five-star beach resorts in Sharm El-Sheikh. The Smart-PLS findings show that overall resort image, guest delight, and emotional well-being partially and serially mediate between physical evidence and guest retention. The findings offer theoretical and practical contributions to managing the guest experience journey in beach resorts. Graphical abstract
摘要尽管研究证据表明物证与留住客人之间存在联系,但我们对这种关系为什么以及如何运作和激活的了解有限。为了解开这种联系,本文研究了物证如何影响三个心理因素(即客人的愉悦感、情绪健康和整体形象),以及室内外物证与客人保留之间的关系。研究模型采用认知评价理论和刺激-机体反应模型。数据来自沙姆沙伊赫七个五星级海滩度假村的428名客人。Smart PLS的研究结果表明,度假胜地的整体形象、客人的愉悦感和情绪健康在物证和客人的忠诚度之间存在部分和连续的中介作用。研究结果为管理海滩度假区的客人体验之旅提供了理论和实践贡献。图形摘要
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引用次数: 5
Exploring mental health from the perspective of DNA methylation: evidence from the hospitality employees 从DNA甲基化的角度探讨心理健康:来自酒店员工的证据
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-04-08 DOI: 10.1080/19368623.2023.2199315
Wei Xiong, Meijiao Huang, B. Okumus, Fang Fan
ABSTRACT Awareness of work-related stress or mental health has been increasing in global tourism, but there has often been a dilemma to deal with it properly. In this paper, we adopted the allostatic load model and differential susceptibility model to conduct an interdisciplinary study. Study 1 collected longitudinal data and adopted a latent class growth analysis to identify two major growth trajectories of mental health: escalating class and normative class. Study 2 showed that significant DNA methylation (>10%) occurred at some loci of the target genes (NR3C1, FKBP5, NGFR, DRD3, and SLC6A4). The DNA methylation level of the escalating class was higher than the normative class in FKBP5, SLC6A4, and NGFR, which could be recognized as susceptibility genes of hotel employees in the stressful working environment. This study illustrated the potential of psychobiology in solving the mental health issues of hotel employees theoretically and practically.
在全球旅游业中,人们对工作压力或心理健康的认识不断提高,但如何妥善应对往往会陷入困境。在本文中,我们采用了异静态载荷模型和微分磁化率模型进行了跨学科研究。研究1收集了纵向数据,并采用潜在的阶级增长分析来确定心理健康的两个主要增长轨迹:升级阶级和规范阶级。研究2表明,靶基因(NR3C1、FKBP5、NGFR、DRD3和SLC6A4)的一些基因座发生了显著的DNA甲基化(>10%)。在FKBP5、SLC6A4和NGFR中,升级类的DNA甲基化水平高于标准类,这可以被认为是酒店员工在压力工作环境中的易感基因。本研究从理论和实践上说明了心理生物学在解决酒店员工心理健康问题方面的潜力。
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引用次数: 0
Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices 情境因素(控制性、便利性、时间压力和订单复杂性)对顾客自助服务技术选择的影响
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-03-30 DOI: 10.1080/19368623.2023.2195398
Minjung Kim, Ye-Eun Kim, Gyumin Lee
ABSTRACT Despite the increase in the utilization of self-service technology (SST), which has become a significant trend in the service sectors, including food service, the factors affecting consumers’ acceptance of and resistance to SST must still be identified. Thus, this study investigated the reactions of SST users to situational factors, namely control, convenience, time pressure, and order complexity, when ordering, evaluating, and opting for or against the service. The results revealed that the four SST situational factors significantly affected the perceived benefits, while only three (control, convenience, and time pressure) affected the perceived costs. The perceived benefits and costs positively influenced the perceived efficiency, which significantly affected the users’ approach and avoidance behaviors afterward. This study contributes strategic managerial guidelines to service providers who aim to gain competitive advantages in the food service industry via SST.
摘要尽管自助服务技术(SST)的使用率有所提高,这已成为包括食品服务在内的服务行业的一个重要趋势,但影响消费者接受和抵制SST的因素仍有待确定。因此,本研究调查了SST用户在订购、评估和选择支持或反对服务时对情境因素的反应,即控制、便利、时间压力和订单复杂性。结果表明,四个SST情境因素显著影响感知收益,而只有三个(控制、便利和时间压力)影响感知成本。感知收益和成本对感知效率有正向影响,显著影响用户随后的接近和回避行为。本研究为旨在通过SST在食品服务行业获得竞争优势的服务提供商提供了战略管理指南。
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引用次数: 0
Influence of customer personality on perceived attractiveness and similarity in a food service context 顾客个性对食品服务环境中感知吸引力和相似性的影响
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-03-29 DOI: 10.1080/19368623.2023.2196661
Eun-Jeong Hong, Jiseon Ahn
ABSTRACT Utilizing a customer style inventory, in this research we find that customer personality is associated with customer behavior in a food service context. We collected responses from 125 independent and 99 franchise coffee houses recruited using an online survey platform. Based on partial least-structured structural equation models, our findings demonstrate that brand and recreation consciousness influence both brand attractiveness and similarity. Impacts of quality consciousness on attractiveness and novelty consciousness on similarity are also found. Brand attractiveness leads to customer positive purchase intention toward the coffee houses. However, customer price consciousness and impulsiveness do not significantly influence positive behavior. Finally, we compare the impact of customer consumption styles on customer behavior between independent and franchise coffee houses. We observe higher impacts of quality consciousness among independent coffee house customers, whereas recreation consciousness is more influential among customers of franchise coffee houses.
摘要利用顾客风格清单,本研究发现,在食品服务环境中,顾客个性与顾客行为有关。我们使用在线调查平台收集了125家独立咖啡馆和99家特许经营咖啡馆的回复。基于偏最小二乘结构方程模型,我们的研究结果表明,品牌和娱乐意识对品牌吸引力和相似性都有影响。质量意识对吸引力的影响以及新颖性意识对相似性的影响。品牌吸引力导致顾客对咖啡馆有积极的购买意愿。然而,顾客的价格意识和冲动对积极行为没有显著影响。最后,我们比较了独立咖啡馆和特许经营咖啡馆顾客消费风格对顾客行为的影响。我们观察到,独立咖啡馆顾客的质量意识影响更高,而特许经营咖啡馆的顾客的娱乐意识影响更大。
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引用次数: 2
Diversity, equity and inclusion in hospitality: Value centered leadership as a conduit for change 酒店业的多样性、公平性和包容性:以价值为中心的领导力作为变革的渠道
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-03-29 DOI: 10.1080/19368623.2023.2196282
D. Gursoy, Thomas A. Maier
ABSTRACT Increased globalization of the hospitality industry brings with it a multitude of challenges. Chief among them is the expanding diversity of both the hospitality labor pool and the traveling public. Diversity not only affects internal workplace culture, but it also has a direct correlation to customer experience and satisfaction. As our society grapples with more diverse cultures and changing values around equity and inclusion, appropriate leadership principles are needed to facilitate change. This study specifically examines value-centered leadership principles as a means to spark innovative programming around diversity, equity and inclusion practices within the hospitality sector. Applications of value-centered leadership principles are presented through the lens of mission, service, people, and task orientations. Managerial implications are discussed through a lens on promoting a culture of respect and inclusivity by fostering and encouraging employees to learn about, measure, and understand different cultural perspectives while also addressing and preventing discrimination and harassment.酒店业日益全球化带来了诸多挑战. 其中最主要的是酒店业劳动力库和旅游公众的多样性不断扩大. 多样性不仅影响内部工作场所文化, 而且与客户体验和满意度直接相关. 随着我们的社会努力应对更多样化的文化和围绕公平和包容不断变化的价值观, 需要适当的领导原则来促进变革. 这项研究专门研究了以价值为中心的领导原则, 将其作为在酒店业围绕多样性、公平性和包容性实践激发创新计划的一种手段. 以价值为中心的领导原则的应用是通过任务、服务、人员和任务导向的视角来呈现的. 通过培养和鼓励员工学习、衡量和理解不同的文化观点, 同时解决和防止歧视和骚扰, 从促进尊重和包容文化的角度讨论管理影响.
ABSTRACT Incremental globalization of the hospitality industry brings with it a multiple of challenges Chief among them is the expanding university of both the hospitality laboratory pool and the traveling public Diversity not only affects internal workplace culture, but it also has a direct correlation to customer experience and satisfaction As our society grapes with more diverse cultures and changing values around equity and inclusion, appropriate leadership principles are needed to facilitate change This study specifically examines value centered leadership principles as a means to spark innovative programming around diversity, equity and inclusion practices within the hospitality sector Applications of value centered leadership principles are presented through the lens of mission, service, people, and task orientations Managerial implications are discussed through a lens on promoting a culture of respect and inclusivity by following and encouraging employees to learn about, measure, and understand different cultural perspectives while also addressing and preventing discrimination and assessment The most important factor is the increasing diversity of the hotel industry's labor pool and the tourism public Diversity not only affects internal workplace culture, but is directly related to customer experience and satisfaction As our society strives to cope with more diverse cultures and constantly changing values around fairness and inclusiveness, appropriate leadership principles are needed to promote change This study focuses on the value centered leadership principle as a means of stimulating innovation programs around diversity, fairness, and inclusivity practices in the hotel industry The application of value centered leadership principles is presented from a perspective of tasks, services, personnel, and task orientation By cultivating and encouraging employees to learn, measure, and understand different cultural perspectives while addressing and preventing discrimination and harassment, we discuss the impact of management from the perspective of promoting a culture of respect and inclusion
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引用次数: 1
Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude 叙述性还是非叙述性?短视频内容结构对心理模拟和度假品牌态度的影响
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-03-28 DOI: 10.1080/19368623.2023.2196271
Xin Wang, Ivan Kai Wai Lai, Yan Lu, Xinyu Liu
ABSTRACT Short videos have gradually become a new channel for resorts to promote their brands on social media. This study aims to determine the effect of content structure types and background music tempos of short videos on potential tourists’ mental simulation and resort brand attitude via two studies. Study 1 used a between-group one-way (short video content structure type: narrative vs. non-narrative) experiment to test the psychological mechanism of the short video content structure type on potential tourists’ resort brand attitude through mental simulation. Study 2 was a 2 (short video content structure type: narrative vs. non-narrative) × 2 (background music tempo: fast vs. slow) between-group experiment to test the impact of short video content structure and background music. The results show that potential tourists induce stronger mental simulation and higher resort brand attitude when the structure of the resort short video is narrative. Especially when the background music of narrative short videos is slow, the effect is greater. This study discusses the theoretical and practical implications of this effect for the hospitality industry.
摘要短视频已逐渐成为度假村在社交媒体上推广品牌的新渠道。本研究旨在通过两项研究来确定短视频的内容结构类型和背景音乐节奏对潜在游客心理模拟和度假品牌态度的影响。研究1采用组间单向(短视频内容结构类型:叙事与非叙事)实验,通过心理模拟检验短视频内容内容结构类型对潜在游客度假品牌态度的心理机制。研究2为2(短视频内容结构类型:叙事与非叙事) × 2(背景音乐节奏:快与慢)组间实验,测试短视频内容结构与背景音乐的影响。研究结果表明,当度假区短视频的结构为叙事时,潜在游客会产生更强的心理模拟和更高的度假区品牌态度。尤其是当叙事性短视频的背景音乐较慢时,效果更大。本研究讨论了这种效应对酒店业的理论和实践意义。
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引用次数: 1
Do green practices and green image promote consumers’ participation in social network sites (SNS)? 绿色实践和绿色形象是否促进了消费者对社交网站的参与?
IF 12.5 1区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-03-24 DOI: 10.1080/19368623.2023.2191595
Byung-Kwan Cho, Jeong-Yeol Park, Y. Lee
ABSTRACT This study attempts to understand how green practices and green brand image affect trust, affective commitment, and active participation in social network sites (SNS). Using social exchange theory, social identity theory, and halo effect, the study proposes that green practices and green image will influence relational variables (trust and affective commitment) and active participation in SNS. The data collection was done from members of an online survey panel. We analyzed the data with SmartPLS 4. The study finding shows that green practices have a positive impact on green brand image. Green practices and green brand image are found to positively influence trust, affective commitment, and active participation in SNS. The study finds that affective commitment fully mediates the relationship between trust and active participation in SNS, highlighting the important role of affective commitment in spreading positive word-of-mouth.
摘要本研究试图了解绿色实践和绿色品牌形象如何影响社交网站的信任、情感承诺和积极参与。本研究运用社会交换理论、社会认同理论和光环效应,提出绿色实践和绿色形象会影响关系变量(信任和情感承诺)和SNS的积极参与。数据收集是从一个在线调查小组的成员那里完成的。我们使用SmartPLS 4对数据进行了分析。研究发现,绿色实践对绿色品牌形象有积极影响。绿色实践和绿色品牌形象对信任、情感承诺和积极参与社交网络有积极影响。研究发现,情感承诺完全中介了信任和积极参与社交网络服务之间的关系,突出了情感承诺在传播正面口碑中的重要作用。
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引用次数: 2
期刊
Journal of Hospitality Marketing & Management
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