Pub Date : 2023-03-23DOI: 10.1080/19368623.2023.2190318
A. Shehata, Mukaram Khan, Rimsha Khalid, M. Raza, Kareem M. Selem
ABSTRACT In today’s digital era, the paradoxical leadership (PXL) style is in vogue due to its ability to drive employee behavior within an organization. Drawing on the leader-member exchange and social exchange theories, this study investigates the link between PXL with work engagement (ENG) and employee voice behavior (EVB) by means of perceived organizational support (POS). The current study also explores work environment (ENV) in the hotel setting as a moderator. Simple random sampling has been used to gather data from 493 employees working in five-star hotels in Sharm El-Sheikh. The partial least square (PLS)-structural equation modeling (SEM) analysis revealed that POS partially mediated the association of POS with ENG and EVB. Moreover, ENV helped strengthen the positive effects of POS on both ENG and EVB. The study concludes with beneficial contributions for researchers and practitioners in the context of hotel management.
{"title":"Consequences of paradoxical leadership in the hotel setting: moderating role of work environment","authors":"A. Shehata, Mukaram Khan, Rimsha Khalid, M. Raza, Kareem M. Selem","doi":"10.1080/19368623.2023.2190318","DOIUrl":"https://doi.org/10.1080/19368623.2023.2190318","url":null,"abstract":"ABSTRACT In today’s digital era, the paradoxical leadership (PXL) style is in vogue due to its ability to drive employee behavior within an organization. Drawing on the leader-member exchange and social exchange theories, this study investigates the link between PXL with work engagement (ENG) and employee voice behavior (EVB) by means of perceived organizational support (POS). The current study also explores work environment (ENV) in the hotel setting as a moderator. Simple random sampling has been used to gather data from 493 employees working in five-star hotels in Sharm El-Sheikh. The partial least square (PLS)-structural equation modeling (SEM) analysis revealed that POS partially mediated the association of POS with ENG and EVB. Moreover, ENV helped strengthen the positive effects of POS on both ENG and EVB. The study concludes with beneficial contributions for researchers and practitioners in the context of hotel management.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49237370","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 : 2023-03-17DOI: 10.1080/19368623.2023.2189199
C. Teng, Yao Wang, Ya-Jen Cheng, Shu-Ning Wang
ABSTRACT Under the crisis of food and energy shortage caused by the COVID-19 pandemic, it is emergently important to emphasize food waste prevention in the tourism and hospitality industry because people around the world have started traveling in the post-pandemic era. Based on norm activation model and individualism-collectivism, this study proposes a perspective of religious beliefs to conceptualize divine awareness (i.e. divine retribution and divine rewards) and environmental awareness (i.e. resource scarcity and eco-friendly) on the formation of food waste prevention practices. A total of 571 samples from Taiwan and 483 samples from the United States was collected. Both countries showed that religious beliefs improved divine retribution, divine rewards, and religious food waste prevention practices. Divine rewards enhanced tourists’ awareness of resource scarcity and eco-friendly, and resource scarcity led to religious food waste prevention practices. Interestingly, the effects of divine retribution on resource scarcity and eco-friendly were significant only in Taiwan.
{"title":"Religious beliefs and food waste prevention practices: mechanisms of divine and environmental awareness","authors":"C. Teng, Yao Wang, Ya-Jen Cheng, Shu-Ning Wang","doi":"10.1080/19368623.2023.2189199","DOIUrl":"https://doi.org/10.1080/19368623.2023.2189199","url":null,"abstract":"ABSTRACT Under the crisis of food and energy shortage caused by the COVID-19 pandemic, it is emergently important to emphasize food waste prevention in the tourism and hospitality industry because people around the world have started traveling in the post-pandemic era. Based on norm activation model and individualism-collectivism, this study proposes a perspective of religious beliefs to conceptualize divine awareness (i.e. divine retribution and divine rewards) and environmental awareness (i.e. resource scarcity and eco-friendly) on the formation of food waste prevention practices. A total of 571 samples from Taiwan and 483 samples from the United States was collected. Both countries showed that religious beliefs improved divine retribution, divine rewards, and religious food waste prevention practices. Divine rewards enhanced tourists’ awareness of resource scarcity and eco-friendly, and resource scarcity led to religious food waste prevention practices. Interestingly, the effects of divine retribution on resource scarcity and eco-friendly were significant only in Taiwan.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43252911","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 : 2023-03-11DOI: 10.1080/19368623.2023.2188510
D. M. Nguyen, Y. Chiu
ABSTRACT Although corporate social responsibility (CSR) authenticity and customer citizenship behavior (CCB) are of great importance to the long-term success of businesses in the hospitality sector, the linkage between them has been an under-researched aspect. Based on social exchange theory and cognitive appraisal theory, a research model is developed to examine whether and how perceived CSR authenticity promotes customer citizenship behavior (CCB). The data was collected from 313 customers of the fast food restaurants in Taiwan and analyzed using PLS-SEM. The findings reveal that perceived CSR authenticity positively and directly impacts CCB. Further, this relationship is mediated by emotional attachment and feelings of gratitude and is positively moderated by altruism. This study contributes to the extant literature by uncovering the mechanisms through which CSR authenticity impacts CCB and provides crucial implications that help hospitality firms formulate more effective CSR strategies based on the perceived authenticity of their CSR activities.
{"title":"Corporate social responsibility authenticity as an antecedent to customer citizenship behavior: evidence from hospitality industry in Taiwan","authors":"D. M. Nguyen, Y. Chiu","doi":"10.1080/19368623.2023.2188510","DOIUrl":"https://doi.org/10.1080/19368623.2023.2188510","url":null,"abstract":"ABSTRACT Although corporate social responsibility (CSR) authenticity and customer citizenship behavior (CCB) are of great importance to the long-term success of businesses in the hospitality sector, the linkage between them has been an under-researched aspect. Based on social exchange theory and cognitive appraisal theory, a research model is developed to examine whether and how perceived CSR authenticity promotes customer citizenship behavior (CCB). The data was collected from 313 customers of the fast food restaurants in Taiwan and analyzed using PLS-SEM. The findings reveal that perceived CSR authenticity positively and directly impacts CCB. Further, this relationship is mediated by emotional attachment and feelings of gratitude and is positively moderated by altruism. This study contributes to the extant literature by uncovering the mechanisms through which CSR authenticity impacts CCB and provides crucial implications that help hospitality firms formulate more effective CSR strategies based on the perceived authenticity of their CSR activities.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-03-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42051504","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 : 2023-03-11DOI: 10.1080/19368623.2023.2188625
Dora Rašan, Marina Laškarin Ažić
ABSTRACT Gastronomy is considered a vital resource and is a key component of a memorable tourism experience. Some studies have explored memorable gastronomic experience (MGE) but have been unable to provide a comprehensive overview of the topic. The purpose of this research is to advance knowledge in relation to MGE. The Q-methodology of research synthesis (QMRS) was applied to identify MGE dimensions and support qualitative and quantitative approaches within the research process. The findings of the study contribute to a greater understanding of MGE by providing a conceptual model.
{"title":"Key dimensions of memorable gastronomic experience: application of Q-methodology","authors":"Dora Rašan, Marina Laškarin Ažić","doi":"10.1080/19368623.2023.2188625","DOIUrl":"https://doi.org/10.1080/19368623.2023.2188625","url":null,"abstract":"ABSTRACT Gastronomy is considered a vital resource and is a key component of a memorable tourism experience. Some studies have explored memorable gastronomic experience (MGE) but have been unable to provide a comprehensive overview of the topic. The purpose of this research is to advance knowledge in relation to MGE. The Q-methodology of research synthesis (QMRS) was applied to identify MGE dimensions and support qualitative and quantitative approaches within the research process. The findings of the study contribute to a greater understanding of MGE by providing a conceptual model.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-03-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43871409","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 : 2023-03-05DOI: 10.1080/19368623.2023.2184896
Zhen Yan, Zuraina Dato Mansor, W. Choo
ABSTRACT As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors’ knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. What’s more, this study has discussed future research directions for PCSP in hospitality. 作为一种新兴的构念, 主动性顾客服务绩效 (PCSP) 近年来得到了广泛的研究。然而, 以往对PCSP的研究一直是碎片化的, 每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小, 以及国家文化的调节作用。基于17个前因变量和42项独立研究 (N=13333), 本文进行了定量元分析以检验假设。PCSP的前因变量可分为工作态度、工作压力、领导行为、绩效、家庭背景因素、工作场所因素、积极心理状态、情绪劳动和个人因素。 结果表明, 授权领导力对PCSP的影响最大, 其次是正念和工作繁荣。 结果还表明, 国家文化是重要的调节变量。 据作者所知, 这是第一个收集、综合和分析PCSP与其前因变量之间理论联系的元分析。此外, 本研究还探讨了PCSP在酒店业的未来研究方向。
{"title":"Antecedents of proactive customer service performance in hospitality: a meta-analysis","authors":"Zhen Yan, Zuraina Dato Mansor, W. Choo","doi":"10.1080/19368623.2023.2184896","DOIUrl":"https://doi.org/10.1080/19368623.2023.2184896","url":null,"abstract":"ABSTRACT As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors’ knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. What’s more, this study has discussed future research directions for PCSP in hospitality. 作为一种新兴的构念, 主动性顾客服务绩效 (PCSP) 近年来得到了广泛的研究。然而, 以往对PCSP的研究一直是碎片化的, 每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小, 以及国家文化的调节作用。基于17个前因变量和42项独立研究 (N=13333), 本文进行了定量元分析以检验假设。PCSP的前因变量可分为工作态度、工作压力、领导行为、绩效、家庭背景因素、工作场所因素、积极心理状态、情绪劳动和个人因素。 结果表明, 授权领导力对PCSP的影响最大, 其次是正念和工作繁荣。 结果还表明, 国家文化是重要的调节变量。 据作者所知, 这是第一个收集、综合和分析PCSP与其前因变量之间理论联系的元分析。此外, 本研究还探讨了PCSP在酒店业的未来研究方向。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-03-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47991010","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 : 2023-02-28DOI: 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":null,"pages":null},"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":null,"pages":null},"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":null,"pages":null},"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":null,"pages":null},"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":null,"pages":null},"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}
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