Pub Date : 2023-01-07DOI: 10.1080/19368623.2023.2164393
Chunhong Li, Yiqing Yu, R. Law, Xianwei Liu
ABSTRACT Research findings have shown that consumers’ cultural backgrounds affect their evaluations on products or services. We argue that the ethnic affinity between consumers and service providers can affect their evaluations and online engagement after consumption. Using the information of 359,885 consumer reviews and their profile images collected from restaurants in New York City listed on Yelp, we employ face recognition and a difference-in-differences (DID) design. The results suggest that the ethnic affinity between consumers and restaurants induces consumers to post positive reviews with high ratings and sentiments; their engagement in posting reviews is also enhanced with longer texts and more photos. These findings offer direct implications for restaurant managers and online booking platform operators from the perspective of hospitality marketing and management. 现有研究表明消费者的文化背景会影响其对产品和服务的评价, 本研究认为消费者和服务提供商之间的种族亲和力会对消费者的在线评价和在线参与行为产生影响。本研究基于纽约市Yelp平台餐厅的359885条消费者评论, 采用了图像识别模型识别消费者头像信息, 并进一步构建了双重差分模型进行实证分析。研究结果表明, 消费者与餐厅之间的种族亲和力会促使消费者发布含有更高评分、更多字数和图片的评论。
{"title":"Does ethnic affinity affect consumers’ posting behavior? Evidence from face recognition and difference-in-differences design","authors":"Chunhong Li, Yiqing Yu, R. Law, Xianwei Liu","doi":"10.1080/19368623.2023.2164393","DOIUrl":"https://doi.org/10.1080/19368623.2023.2164393","url":null,"abstract":"ABSTRACT Research findings have shown that consumers’ cultural backgrounds affect their evaluations on products or services. We argue that the ethnic affinity between consumers and service providers can affect their evaluations and online engagement after consumption. Using the information of 359,885 consumer reviews and their profile images collected from restaurants in New York City listed on Yelp, we employ face recognition and a difference-in-differences (DID) design. The results suggest that the ethnic affinity between consumers and restaurants induces consumers to post positive reviews with high ratings and sentiments; their engagement in posting reviews is also enhanced with longer texts and more photos. These findings offer direct implications for restaurant managers and online booking platform operators from the perspective of hospitality marketing and management. 现有研究表明消费者的文化背景会影响其对产品和服务的评价, 本研究认为消费者和服务提供商之间的种族亲和力会对消费者的在线评价和在线参与行为产生影响。本研究基于纽约市Yelp平台餐厅的359885条消费者评论, 采用了图像识别模型识别消费者头像信息, 并进一步构建了双重差分模型进行实证分析。研究结果表明, 消费者与餐厅之间的种族亲和力会促使消费者发布含有更高评分、更多字数和图片的评论。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"224 - 241"},"PeriodicalIF":12.5,"publicationDate":"2023-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47758176","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 : 2023-01-06DOI: 10.1080/19368623.2023.2164392
Mohammad Sadegh Gholamhosseinzadeh
ABSTRACT Video bloggers, also known as vloggers, continuously create and share authentic videos on popular platforms like YouTube. Travel influencer vloggers (called vloggers in this study) influence their audience by sharing their trip experiences and giving reviews about destinations and travel brands. This study employs aconstructivist grounded theory approach of 35 YouTube vlogs from 21 vloggers through a3-phase theoretical sampling. The theorizing process resulted in the development of Vloggers’ Approaches and Practices (VAP) Theory by identifying the main approaches as content (CA) and objectives (OA), the two main practices of travel influencing (TIP) and vlogging (VP), and their relationships. The theoretical and managerial contributions can be important for scholars of influencer marketing, and practitioners that work with vloggers like destination marketing organizations (DMOs), hotels, tour operators, and transportation services.
{"title":"Theorizing vloggers’ approaches and practices in travel vlog production through grounded theory","authors":"Mohammad Sadegh Gholamhosseinzadeh","doi":"10.1080/19368623.2023.2164392","DOIUrl":"https://doi.org/10.1080/19368623.2023.2164392","url":null,"abstract":"ABSTRACT Video bloggers, also known as vloggers, continuously create and share authentic videos on popular platforms like YouTube. Travel influencer vloggers (called vloggers in this study) influence their audience by sharing their trip experiences and giving reviews about destinations and travel brands. This study employs aconstructivist grounded theory approach of 35 YouTube vlogs from 21 vloggers through a3-phase theoretical sampling. The theorizing process resulted in the development of Vloggers’ Approaches and Practices (VAP) Theory by identifying the main approaches as content (CA) and objectives (OA), the two main practices of travel influencing (TIP) and vlogging (VP), and their relationships. The theoretical and managerial contributions can be important for scholars of influencer marketing, and practitioners that work with vloggers like destination marketing organizations (DMOs), hotels, tour operators, and transportation services.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"196 - 223"},"PeriodicalIF":12.5,"publicationDate":"2023-01-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48137352","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 : 2023-01-06DOI: 10.1080/19368623.2023.2164394
O. González-Mansilla, Antoni Serra-Cantallops, Gloria Berenguer-Contrí
ABSTRACT Value co-creation (VCC) appears as one of the key trends in marketing and management to reactivate the connection with customers. The main objective of this study is to analyze the chain of direct effects: VCC -> Brand Equity (BE) -> Customer Satisfaction (SAT). Furthermore, this research attempts to assess whether, in this chain of effects, there may be an interaction between both antecedent variables (VCC and BE) that enhances the understanding of satisfaction, and contrast the overall model for two segments: customers who booked the hotel through a traditional offline travel agency versus customers who booked online. The model is tested using PLS technique. Data was collected from 575 customers of four-star hotels in Majorca (Spain). Results reinforce the key importance of branding strategies in hotel management while showing that the channel of distribution partially moderates the relationships. Theoretical contribution and managerial implications are discussed.
{"title":"Effect of value co-creation on customer satisfaction: the mediating role of brand equity","authors":"O. González-Mansilla, Antoni Serra-Cantallops, Gloria Berenguer-Contrí","doi":"10.1080/19368623.2023.2164394","DOIUrl":"https://doi.org/10.1080/19368623.2023.2164394","url":null,"abstract":"ABSTRACT Value co-creation (VCC) appears as one of the key trends in marketing and management to reactivate the connection with customers. The main objective of this study is to analyze the chain of direct effects: VCC -> Brand Equity (BE) -> Customer Satisfaction (SAT). Furthermore, this research attempts to assess whether, in this chain of effects, there may be an interaction between both antecedent variables (VCC and BE) that enhances the understanding of satisfaction, and contrast the overall model for two segments: customers who booked the hotel through a traditional offline travel agency versus customers who booked online. The model is tested using PLS technique. Data was collected from 575 customers of four-star hotels in Majorca (Spain). Results reinforce the key importance of branding strategies in hotel management while showing that the channel of distribution partially moderates the relationships. Theoretical contribution and managerial implications are discussed.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"242 - 263"},"PeriodicalIF":12.5,"publicationDate":"2023-01-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47233818","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-11-04DOI: 10.1080/19368623.2023.2137721
I. Salem, Haidar Abbas, Mohamed Mousa, Hassan Aideed, A. Elbaz
ABSTRACT The study highlights how dysfunctional customer behavior affects the hotel’s guest-contact employee turnover intention by performing the role of wisdom leadership and job embeddedness. The model was tested using data collected from 325 guest-contact employees in Omani 4 and 5-star hotels. The results suggest that dysfunctional customer behavior increases the likelihood of employee turnover. Wisdom leadership plays a mitigating role in the relationship between dysfunctional customer behavior and employee turnover. Female respondents supported the notion that employees’ cognitive rumination is positively related to employee turnover intention and that customer dysfunctional behavior has a positive relationship with employee turnover. Emotional exhaustion partially mediates the relationship between dysfunctional customer behavior and employee turnover. However, cognitive rumination and employee stress do not mediate the relationship between dysfunctional customer behavior and employee turnover. On the other hand, males showed better support on the basis that wisdom leadership moderates the association between dysfunctional customer behavior and employee turnover. The paper concludes by contributing various implications and directions for future research.
{"title":"Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? The role of wisdom leadership and job embeddedness","authors":"I. Salem, Haidar Abbas, Mohamed Mousa, Hassan Aideed, A. Elbaz","doi":"10.1080/19368623.2023.2137721","DOIUrl":"https://doi.org/10.1080/19368623.2023.2137721","url":null,"abstract":"ABSTRACT The study highlights how dysfunctional customer behavior affects the hotel’s guest-contact employee turnover intention by performing the role of wisdom leadership and job embeddedness. The model was tested using data collected from 325 guest-contact employees in Omani 4 and 5-star hotels. The results suggest that dysfunctional customer behavior increases the likelihood of employee turnover. Wisdom leadership plays a mitigating role in the relationship between dysfunctional customer behavior and employee turnover. Female respondents supported the notion that employees’ cognitive rumination is positively related to employee turnover intention and that customer dysfunctional behavior has a positive relationship with employee turnover. Emotional exhaustion partially mediates the relationship between dysfunctional customer behavior and employee turnover. However, cognitive rumination and employee stress do not mediate the relationship between dysfunctional customer behavior and employee turnover. On the other hand, males showed better support on the basis that wisdom leadership moderates the association between dysfunctional customer behavior and employee turnover. The paper concludes by contributing various implications and directions for future research.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"150 - 173"},"PeriodicalIF":12.5,"publicationDate":"2022-11-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42622911","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-10-20DOI: 10.1080/19368623.2022.2136601
Sandro Formica, F. Sfodera
ABSTRACT The analysis and comprehension of world events, nowadays, is best understood by dividing them as pre and the post pandemic era. Most of the principles and paradigms that governed the world before 2020 have changed and the academic community is in ferment, attempting to make sense of the new world we are living in. Two of the recent changes that have affected organizations in general and the hospitality businesses in particular, relate to its workforce and have been labeled as “great resignation” and “quiet quitting.” Both are paradigm shifts that will necessarily force hospitality managers and executives to rethink the way they have approached their internal marketing and, more broadly, human resources strategies and processes. The goal of this paper is to shed some light on the magnitude of the great resignation and quiet quitting and to propose a framework containing experiential practices that respond to the demands of the post pandemic workforce.
{"title":"The Great Resignation and Quiet Quitting paradigm shifts: An overview of current situation and future research directions","authors":"Sandro Formica, F. Sfodera","doi":"10.1080/19368623.2022.2136601","DOIUrl":"https://doi.org/10.1080/19368623.2022.2136601","url":null,"abstract":"ABSTRACT The analysis and comprehension of world events, nowadays, is best understood by dividing them as pre and the post pandemic era. Most of the principles and paradigms that governed the world before 2020 have changed and the academic community is in ferment, attempting to make sense of the new world we are living in. Two of the recent changes that have affected organizations in general and the hospitality businesses in particular, relate to its workforce and have been labeled as “great resignation” and “quiet quitting.” Both are paradigm shifts that will necessarily force hospitality managers and executives to rethink the way they have approached their internal marketing and, more broadly, human resources strategies and processes. The goal of this paper is to shed some light on the magnitude of the great resignation and quiet quitting and to propose a framework containing experiential practices that respond to the demands of the post pandemic workforce.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"31 1","pages":"899 - 907"},"PeriodicalIF":12.5,"publicationDate":"2022-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47557466","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-10-18DOI: 10.1080/19368623.2023.2134248
Xinming Deng, Wenyun Qiu, Lingyun Zhang, Jiurui He
ABSTRACT Based on the secondhand data of the hotel industry, this paper conducts an empirical test in order to study the relationship between within-group multimarket contact (WGMMC), service diversity and consumer rating. Besides, this paper also analyzes the moderating role of market reciprocity and travel experience. The empirical results show that WGMMC has a significant negative impact on hotels’ service diversity, and market reciprocity will strengthen the negative correlation between WGMMC and service diversity. Furthermore, there is an inverted U-shaped relationship between service diversity and consumer rating, and travel experience will weaken this relationship. By extending the impact of multimarket contact on corporate competitive behavior to the consumer side, this article enriches the empirical research in the field of dynamic competition. At the same time, this research also helps hotels expand their strategic vision, improve their relationship with consumers, and ultimately promote the healthy and orderly development of industry competition. 基于连锁酒店行业的二手数据，本文对组群内多市场接触、服务多样性与消费者评价之间的关系进行了实证检验，并分析了市场互换性与顾客旅行经验在其中发挥的调节作用。实证结果显示，组群内多市场接触对酒店服务多样性具有显著的负向影响，且市场互换性会加强这一负相关关系。此外，服务多样性与消费者评价之间呈倒U型关系，而顾客旅行经验会削弱这一关系。通过将多市场接触对企业竞争行为的影响扩展至消费端，本文丰富了动态竞争领域的实证研究。同时，本文还有助于酒店企业扩展战略视野、改善企业与消费者之间的关系，并最终促进行业竞争的健康有序发展。
{"title":"Within-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry","authors":"Xinming Deng, Wenyun Qiu, Lingyun Zhang, Jiurui He","doi":"10.1080/19368623.2023.2134248","DOIUrl":"https://doi.org/10.1080/19368623.2023.2134248","url":null,"abstract":"ABSTRACT Based on the secondhand data of the hotel industry, this paper conducts an empirical test in order to study the relationship between within-group multimarket contact (WGMMC), service diversity and consumer rating. Besides, this paper also analyzes the moderating role of market reciprocity and travel experience. The empirical results show that WGMMC has a significant negative impact on hotels’ service diversity, and market reciprocity will strengthen the negative correlation between WGMMC and service diversity. Furthermore, there is an inverted U-shaped relationship between service diversity and consumer rating, and travel experience will weaken this relationship. By extending the impact of multimarket contact on corporate competitive behavior to the consumer side, this article enriches the empirical research in the field of dynamic competition. At the same time, this research also helps hotels expand their strategic vision, improve their relationship with consumers, and ultimately promote the healthy and orderly development of industry competition. 基于连锁酒店行业的二手数据，本文对组群内多市场接触、服务多样性与消费者评价之间的关系进行了实证检验，并分析了市场互换性与顾客旅行经验在其中发挥的调节作用。实证结果显示，组群内多市场接触对酒店服务多样性具有显著的负向影响，且市场互换性会加强这一负相关关系。此外，服务多样性与消费者评价之间呈倒U型关系，而顾客旅行经验会削弱这一关系。通过将多市场接触对企业竞争行为的影响扩展至消费端，本文丰富了动态竞争领域的实证研究。同时，本文还有助于酒店企业扩展战略视野、改善企业与消费者之间的关系，并最终促进行业竞争的健康有序发展。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"122 - 149"},"PeriodicalIF":12.5,"publicationDate":"2022-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47386870","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-21DOI: 10.1080/19368623.2023.2125473
Heejung Ro
ABSTRACT This research focuses on Lesbian, Gay, and Bi-sexual (LGB) customers’ perceptions of hospitality service encounters in regard to sexual orientation identity. A survey is developed and 177 participants are recruited from a large LGBT event in the Unites States. The MANCOVA results show that LGB customers who are more open about their sexual orientation indicate a higher importance in being acknowledged for their sexual orientation by service employees, believe that service employees are aware of their sexual orientation, and are more likely to reveal their sexual orientation when service employees misidentify them as heterosexual, compared to those who are less open about their sexual orientation. This research contributes to hospitality research by providing a better understanding of LGB customers’ perceptions of hospitality service encounters from a sexual orientation identity perspective. This research also guides hospitality practitioners to increase sensitivity in catering for sexual minority customers through effective communication and training.
{"title":"Sexual orientation identity matters: Lesbian, Gay, and Bi-sexual customers’ perceptions of service encounters","authors":"Heejung Ro","doi":"10.1080/19368623.2023.2125473","DOIUrl":"https://doi.org/10.1080/19368623.2023.2125473","url":null,"abstract":"ABSTRACT This research focuses on Lesbian, Gay, and Bi-sexual (LGB) customers’ perceptions of hospitality service encounters in regard to sexual orientation identity. A survey is developed and 177 participants are recruited from a large LGBT event in the Unites States. The MANCOVA results show that LGB customers who are more open about their sexual orientation indicate a higher importance in being acknowledged for their sexual orientation by service employees, believe that service employees are aware of their sexual orientation, and are more likely to reveal their sexual orientation when service employees misidentify them as heterosexual, compared to those who are less open about their sexual orientation. This research contributes to hospitality research by providing a better understanding of LGB customers’ perceptions of hospitality service encounters from a sexual orientation identity perspective. This research also guides hospitality practitioners to increase sensitivity in catering for sexual minority customers through effective communication and training.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"75 - 94"},"PeriodicalIF":12.5,"publicationDate":"2022-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42911243","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-19DOI: 10.1080/19368623.2023.2125474
Lijing Zhao, Phillip M. Jolly, Shuming Zhao
ABSTRACT As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the cognitive-affective processing system framework, we investigate the effects of illegitimate tasks on proactive customer service performance (PCSP) of hospitality employees. In addition, we examine the intervening roles of harmonious work passion and perceived insider status, and the buffering role of traditionality. The results of two studies, using mixed methods, show that illegitimate tasks negatively affected proactive customer service performance (PCSP), and that perceived insider status and harmonious work passion mediate this relationship. Moreover, traditionality moderated these effects. These findings offer several theoretical and practical implications.
{"title":"Do illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model","authors":"Lijing Zhao, Phillip M. Jolly, Shuming Zhao","doi":"10.1080/19368623.2023.2125474","DOIUrl":"https://doi.org/10.1080/19368623.2023.2125474","url":null,"abstract":"ABSTRACT As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the cognitive-affective processing system framework, we investigate the effects of illegitimate tasks on proactive customer service performance (PCSP) of hospitality employees. In addition, we examine the intervening roles of harmonious work passion and perceived insider status, and the buffering role of traditionality. The results of two studies, using mixed methods, show that illegitimate tasks negatively affected proactive customer service performance (PCSP), and that perceived insider status and harmonious work passion mediate this relationship. Moreover, traditionality moderated these effects. These findings offer several theoretical and practical implications.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"95 - 121"},"PeriodicalIF":12.5,"publicationDate":"2022-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43283035","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-14DOI: 10.1080/19368623.2022.2121349
Saba Salehi-Esfahani, Edwin N. Torres, Nan Hua
ABSTRACT Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management response types along with two overarching types of service failure concerning three outcomes. Some of the significant results are that it is not important whether the restaurant offers compensation or apology; as long as management responds to negative reviews, company’s reputation management works and customers are willing to shop from the restaurant. However, interestingly, with respect to customers’ recovery satisfaction, the findings underscored that companies should either not respond at all or should compensate dissatisfied customers instead of only writing an apology. Concerning the simultaneous existence of the technical and functional dimensions of a service failure regarding customers’ recovery satisfaction and their willingness to purchase from the restaurant, the findings underlined the centrality of technical dimension that is in contradiction with prior research findings. A discussion on findings is presented along with recommendations for future research.
{"title":"Responding to negative reviews? The interplay of management response strategy and service failure type","authors":"Saba Salehi-Esfahani, Edwin N. Torres, Nan Hua","doi":"10.1080/19368623.2022.2121349","DOIUrl":"https://doi.org/10.1080/19368623.2022.2121349","url":null,"abstract":"ABSTRACT Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management response types along with two overarching types of service failure concerning three outcomes. Some of the significant results are that it is not important whether the restaurant offers compensation or apology; as long as management responds to negative reviews, company’s reputation management works and customers are willing to shop from the restaurant. However, interestingly, with respect to customers’ recovery satisfaction, the findings underscored that companies should either not respond at all or should compensate dissatisfied customers instead of only writing an apology. Concerning the simultaneous existence of the technical and functional dimensions of a service failure regarding customers’ recovery satisfaction and their willingness to purchase from the restaurant, the findings underlined the centrality of technical dimension that is in contradiction with prior research findings. A discussion on findings is presented along with recommendations for future research.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"29 - 49"},"PeriodicalIF":12.5,"publicationDate":"2022-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43526611","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-09-13DOI: 10.1080/19368623.2022.2123075
Wen-Kuo Chen, Aubrey Tang, Luu Trong Tuan
ABSTRACT Hospitality studies on corporate social responsibility (CSR) have largely examined its role in stimulating positive behaviors but overlooked its role in preventing negative behaviors among employees. Drawing from social identity theory, the present study addresses this gap by investigating four CSR dimensions’ impact on employee opportunistic behavior. The joint use of covariance-based structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) supported examining the research model. Using two-wave data from 281 U.S. hospitality employees, SEM findings reveal that legal and philanthropic dimensions of CSR serve as a valuable shield against opportunistic behavior. Moreover, organizational identification (OI) fully mediates the effects of economic, legal, and ethical CSR on opportunistic behavior, whereas philanthropic CSR exerts no effect through OI. This study advances CSR studies by examining the CSR–opportunistic behavior nexus using combined symmetric and asymmetric approaches. FsQCA findings make a methodological contribution to the net effects of CSR, by determining two configurations that explain opportunistic behavior.
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