International Journal of Hospitality Management最新文献

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Setting the Course: CEO Beliefs as the North Star in the Hotel-OTA Relationship 确定方向：首席执行官的信念是酒店与 OTA 关系中的北极星

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-14 DOI: 10.1016/j.ijhm.2024.103990

Fernando Campayo-Sanchez , Abhinav Sharma , Francisco José Mas-Ruiz , Juan Luis Nicolau

The upper echelons theory posits that a CEO’s cognitive and perceptual processes, as well as their values and experiences, influence their decision-making and, consequently, their strategic choices. In the complex love-hate relationship between hotels and online travel agencies, the topic of rate parity agreements is controversial and heated, wherein a CEO’s values, beliefs, and convictions potentially playing a critical role in guiding actions. This study tests this hypothesis by investigating how CEO political ideologies affect changes in hotel market value resulting from the dismissal of the U.S. rate parity lawsuit. The results reveal that the reduction in hotel companies’ market value due to the lawsuit’s dismissal is accentuated by CEO liberalism. Conservative CEOs seem to prioritize shareholder interests, aligning with investor expectations for value preservation amid online travel agencies’ consolidation of market power. This study holds theoretical and managerial implications for the upper echelons theory, corporate governance, and market competition studies.

上层理论认为，首席执行官的认知和感知过程以及他们的价值观和经验会影响他们的决策，进而影响他们的战略选择。在酒店与在线旅行社之间复杂的爱恨情仇中，关于费率平价协议的话题充满争议和激烈，其中首席执行官的价值观、信仰和信念可能在指导行动中发挥关键作用。本研究通过调查首席执行官的政治意识形态如何影响美国费率平价诉讼驳回后酒店市场价值的变化来验证这一假设。研究结果表明，首席执行官的自由主义会加剧因诉讼被驳回而导致的酒店公司市场价值的下降。保守派首席执行官似乎优先考虑股东利益，这与投资者在在线旅行社整合市场力量时对保值的预期一致。本研究对上层理论、公司治理和市场竞争研究具有理论和管理意义。

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引用次数: 0

The role of restaurant property images on potential backers’ click-through intention: Evidence from restaurant crowdfunding 餐厅物业图片对潜在支持者点击意向的影响：餐厅众筹的证据

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-14 DOI: 10.1016/j.ijhm.2024.103995

Yun Yang Yvonne , Yoon Koh , Minjung Shin

Despite the importance of visual images in persuasion, visual effects have not gained needed attention in restaurant startup fundraising literature. Drawing on signaling theory, this study justified restaurant property images as an effective signal of startup quality. Based on service quality literature and entrepreneurship literature, this study further investigated how restaurant property visual signal affects potential backers’ attention and preference for a restaurant startup business. Our preliminary study on cover images of all existing U.S. Kickstarter restaurant projects (2431 projects from 2013 to 2020) shows that entrepreneurs frequently used three major substantive visuals. Results from our experiment indicate that restaurant property visual signal (vs. text only) enhances potential backers’ click-through intention as backers’ service quality expectation (observability) and perceived entrepreneurial effort (cost) are strengthened.

尽管视觉形象在说服方面具有重要作用，但视觉效果在餐饮创业筹资文献中并未得到应有的关注。本研究借鉴信号传递理论，证明餐厅财产图像是创业公司质量的有效信号。在服务质量文献和创业文献的基础上，本研究进一步探讨了餐厅属性视觉信号如何影响潜在支持者对初创餐厅业务的关注和偏好。我们对所有现有美国 Kickstarter 餐厅项目（2013 年至 2020 年的 2431 个项目）的封面图片进行的初步研究表明，创业者经常使用三大实质性视觉信号。我们的实验结果表明，餐厅属性视觉信号（相对于纯文字）会增强潜在支持者的点击意向，因为支持者的服务质量预期（可观察性）和感知到的创业努力（成本）会得到加强。

引用次数: 0

What matters most? A sustainable or a conventional hotel experience? The interaction effect on guest satisfaction: A mixed-methods approach 什么最重要？可持续发展的酒店体验还是传统的酒店体验？客人满意度的互动效应：混合方法

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-12 DOI: 10.1016/j.ijhm.2024.103988

Zhenzhong Zhao , Mingming Cheng , Kangjuan Lv , Li Huang

This study examined the interaction effect of sustainable and conventional hotel experience on satisfaction in sustainable hotels. Using a hierarchical linear model, Study 1 analysed 60,725 Tripadvisor review comments from the ten highest-rated sustainable hotels in the USA, and Study 2 conducted a ‘2 × 2’ online experiment. Results empirically confirmed the positive impact of sustainable and conventional hotel experiences on satisfaction. They also demonstrated that how the sustainable and conventional hotel experiences interact can result in varying satisfaction levels. Specifically, a rank order in generating satisfaction was identified, with guests being more satisfied with highly sustainable, low conventional experiences than with low sustainable, high conventional ones. This study contributes to sustainable tourism literature by theoretically and empirically testing how and why the interaction effects on satisfaction occur in sustainable hotels. It provides practical implications for hotels on how to increase satisfaction by strategically integrating sustainable practices with conventional services.

本研究探讨了可持续酒店体验与传统酒店体验对可持续酒店满意度的交互影响。研究 1 采用分层线性模型，分析了美国评级最高的十家可持续酒店的 60725 条 Tripadvisor 评论意见，研究 2 则进行了 "2 × 2 "在线实验。结果从经验上证实了可持续和传统酒店体验对满意度的积极影响。研究结果还表明，可持续酒店体验和传统酒店体验之间的相互作用会导致不同的满意度水平。具体来说，研究发现了产生满意度的等级顺序，客人对可持续程度高、常规程度低的体验的满意度要高于可持续程度低、常规程度高的体验。本研究从理论和实证角度检验了可持续酒店如何以及为何会产生满意度互动效应，为可持续旅游文献做出了贡献。它为酒店如何通过战略性地将可持续实践与传统服务相结合来提高满意度提供了实际启示。

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引用次数: 0

Identifying services barriers and risks in cloud kitchens: Insights from a novel risk assessment model 识别云厨房中的服务障碍和风险：新型风险评估模型的启示

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-12 DOI: 10.1016/j.ijhm.2024.103996

Ching-Chan Cheng , Ming-Chun Tsai , Ya-Yuan Chang , Cheng-Ta Chen

Most cloud kitchens offer only basic services, leading to numerous problems in the service process that may cause customer dissatisfaction. Therefore, optimizing cloud kitchen services by identifying service barriers and risks is necessary. This study aims to identify the service barriers of cloud kitchens and develop a straightforward methodology to assess the risk of these barriers, considering the interdependence of quality factors. Questionnaires were collected from customers and operators of cloud kitchens to extract the service barrier factors. The results revealed that 15 service barriers were identified. Analysis using the risk dependency-early warning model (RD-EW model) indicated that seven service barriers had high service risks and were the priority pain points that should be addressed in cloud kitchens. These findings could serve as a reference for developing service optimization strategies and expanding theoretical knowledge.

大多数云厨房只提供基本服务，导致服务过程中出现许多问题，可能引起客户不满。因此，有必要通过识别服务障碍和风险来优化云厨房服务。本研究旨在识别云厨房的服务障碍，并考虑到质量因素之间的相互依存关系，开发一种简单明了的方法来评估这些障碍的风险。本研究向云厨房的客户和运营商收集了调查问卷，以提取服务障碍因素。结果显示，共发现了 15 个服务障碍。利用风险依赖-早期预警模型（RD-EW 模型）进行的分析表明，7 个服务障碍具有较高的服务风险，是云厨房应优先解决的痛点。这些发现可作为制定服务优化策略和扩展理论知识的参考。

引用次数: 0

Unleashing the Pygmalion’s nudge: The roles of leadership styles and leader expectations in driving employees' pro-environmental behaviors 释放皮格马利翁的推动力：领导风格和领导期望在推动员工环保行为中的作用

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-12 DOI: 10.1016/j.ijhm.2024.103999

Muhammad Farrukh , Muhammad Rafiq , Osman M. Karatepe , Ali Raza

Given that employees’ pro-environmental behaviors (PEB) play a critical role in achieving sustainability goals, we utilized a mixed methods approach to explore the factors that may foster their PEBs. In view of the qualitative findings, we developed a conceptual model that examined green goal clarity as a mediator of the effects of green authentic and green servant leadership styles. The model investigated leader expectations of their followers (the Pygmalion effect) as a moderator of the impacts of these leadership styles on PEB, and the moderating role of environmental passion is investigated on the link between green goal clarity and PEB. Results suggest that the conceptual model developed in this study is viable, and all hypotheses are supported based on data gathered from hotel employees. Our research contributes to the literature on leadership styles and employee PEB, providing insights for practitioners and scholars seeking leadership strategies to promote and accomplish environmental sustainability goals.

鉴于员工的亲环境行为（PEB）在实现可持续发展目标的过程中起着至关重要的作用，我们采用了一种混合方法来探索可能促进员工亲环境行为的因素。根据定性研究结果，我们建立了一个概念模型，将绿色目标清晰度作为绿色真实领导风格和绿色服务领导风格效果的中介。该模型研究了领导者对其追随者的期望（皮格马利翁效应）作为这些领导风格对 PEB 影响的调节因素，并研究了环保热情对绿色目标清晰度和 PEB 之间联系的调节作用。研究结果表明，本研究建立的概念模型是可行的，所有假设都基于从酒店员工处收集的数据得到了支持。我们的研究为有关领导风格和员工 PEB 的文献做出了贡献，为寻求领导策略以促进和实现环境可持续发展目标的实践者和学者提供了启示。

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引用次数: 0

The impact of Airbnb’s competitive pricing on traveler spending at destinations Airbnb 的竞争性定价对游客在旅游目的地消费的影响

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-09 DOI: 10.1016/j.ijhm.2024.103994

Minsun Kim , Mehdi Darban , SangGon (Edward) Lim

The emergence of digital short-term rental (STR) platforms has significantly transformed the business landscape of the tourism and hospitality industry. This research examines the impact of Airbnb’s competitive prices on traveler behaviors at destinations. Using an experimental approach, the study explores the spending intentions of travelers who choose cost-effective Airbnb accommodations over traditional lodging. Results indicate that travelers tend to re-spend savings from Airbnb stays at visited destinations, supporting both direct and indirect rebound effects. Notably, intended re-spending amounts exceed initial cost savings on accommodations, potentially increasing overall tourism income. Findings also reveal that (a) re-spending intentions are driven by heightened pleasure from cost savings, and (b) the effects’ magnitude depends on prior destination experience and uncertainty perceptions toward Airbnb stays. These insights offer implications for destination practitioners, local authorities, and STR platform designers.

数字短租（STR）平台的出现极大地改变了旅游业和酒店业的商业格局。本研究探讨了 Airbnb 极具竞争力的价格对旅游目的地游客行为的影响。研究采用实验方法，探讨了选择性价比高的 Airbnb 住宿而非传统住宿的游客的消费意向。结果表明，旅行者倾向于将从 Airbnb 住宿节省下来的钱重新花在旅游目的地，这支持了直接和间接的反弹效应。值得注意的是，预定的再消费金额超过了最初节省的住宿费用，从而有可能增加整体旅游收入。研究结果还揭示出：（a）再次消费意愿是由成本节约带来的更大乐趣驱动的；（b）效应的大小取决于先前的目的地经验和对 Airbnb 住宿的不确定性认知。这些见解为目的地从业者、地方当局和 STR 平台设计者提供了启示。

引用次数: 0

Effects of disability employment on guest perceptions and behavioral intentions in the hotel sector 残疾人就业对酒店业客人认知和行为意向的影响

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-09 DOI: 10.1016/j.ijhm.2024.103993

Bora Kim , Anyu Liu , Erin Chao Ling

This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using the propensity score weighting scheme and multigroup analysis. Results reveal that PWD employment in the hotel industry has a positive impact on word of mouth and repurchase intention through the moral decision-making process, specifically progressing from moral judgement to moral obligation, and perceived corporate social responsibility (CSR). These effects remain consistent across different hotel star ratings and whether chain or independent. The findings enhance the literature on equality, diversity and inclusion by identifying the underlying mechanism of how hotel guests respond to PWD employment in the hotel industry, drawing insights from moral psychology and perceived CSR.

本研究调查了酒店雇用残疾人（PWD）对消费者行为的影响，重点是口碑和再次购买意愿。研究深入探讨了这些影响背后的潜在机制，并利用酒店特征研究了潜在的边界条件。利用两个主体间设计实验，采用倾向得分加权方案和多组分析法对 1443 份回复进行了分析。结果显示，在酒店业工作的残疾人通过道德决策过程，特别是从道德判断到道德义务，以及感知到的企业社会责任（CSR），对口碑和再购买意向产生了积极影响。这些影响在不同的酒店星级以及连锁或独立酒店中保持一致。研究结果从道德心理学和感知的企业社会责任中汲取灵感，确定了酒店客人如何对酒店业雇用残疾人做出反应的潜在机制，从而加强了有关平等、多样性和包容性的文献。

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引用次数: 0

Angel or devil? Revisiting antecedents and consequences of WOM toward service robots based on perspectives of consumer and employee 天使还是魔鬼？基于消费者和员工视角，重新审视服务机器人WOM的前因后果

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-08 DOI: 10.1016/j.ijhm.2024.103991

Cheng-Feng Cheng

Service robots have emerged as powerful technological tools across various markets. Customer orientation and responsiveness to feedback, such as word of mouth (WOM), are critical factors in managerial decision-making. However, does WOM act as an angel or a devil? To address this question, the current study seeks to deepen our understanding of both positive and negative WOM regarding service robots. This investigation integrates perspectives from both consumer and employee, utilizing asymmetric data analysis techniques, specifically fuzzy set qualitative comparative analysis (fsQCA). Study 1 examines the antecedents of WOM from consumer’s perspective, while study 2 further explores the consequences of WOM related to service robots from employee's perspective. The findings reveal three causal configurations that are sufficient to result in high levels of both positive and negative WOM, respectively. Additionally, study 2 identifies three causal configurations that can lead to elevated levels of intention to cooperate with service robots.

服务机器人已成为各种市场上的强大技术工具。客户导向和对反馈（如口碑）的响应是管理决策的关键因素。然而，WOM 究竟是天使还是魔鬼？为了解决这个问题，本研究试图加深我们对服务机器人的正面和负面 WOM 的理解。这项调查综合了消费者和员工的观点，利用了非对称数据分析技术，特别是模糊集定性比较分析（fsQCA）。研究 1 从消费者的角度探讨了 WOM 的前因，而研究 2 则从员工的角度进一步探讨了与服务机器人相关的 WOM 后果。研究结果表明，有三种因果关系足以分别导致高水平的正面和负面 WOM。此外，研究 2 还发现了三种可提高与服务机器人合作意愿的因果关系。

引用次数: 0

ESG practices through the lens of employees in hospitality: Insights from employee-generated data 从酒店业员工的视角看 ESG 实践：从员工生成的数据中获得启示

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-08 DOI: 10.1016/j.ijhm.2024.103992

Zhuo Li , Panagiotis Stamolampros , Xuefeng Zhao

Environmental, social, and governance (ESG) practices are garnering increased attention from hospitality companies, accompanied by a notable rise in awareness and expectations from key stakeholders. Nevertheless, research exploring how internal stakeholders perceive ESG initiatives and how such perceptions affect them is still scarce. This paper attempts to shed light on this area by analyzing 195,530 employee online reviews from 4182 U.S. hotel companies over 15 years. We measure employees’ perceptions of ESG practices by constructing a novel ESG lexicon using a word-embedding approach. Our results reveal that (a) employees’ perceived ESG practices increase gradually over the years, (b) perceived ESG practices are higher among current (vs. former) employees and managers (vs. non-managers), and increase with organizational tenure, (c) perceived ESG practices are related to higher job satisfaction and lower employee turnover, with organizational tenure and position level moderating these relationships.

环境、社会和治理（ESG）实践越来越受到酒店业公司的关注，主要利益相关者的意识和期望也显著提高。然而，探索内部利益相关者如何看待环境、社会和治理措施以及这种看法如何影响他们的研究仍然很少。本文试图通过分析美国 4182 家酒店公司 15 年来 195,530 篇员工在线评论来揭示这一领域。我们采用词嵌入法构建了一个新颖的 ESG 词库，以此来衡量员工对 ESG 实践的看法。我们的研究结果表明：（a）员工感知到的环境、社会和公司治理实践随着时间的推移逐渐增加；（b）现任员工（与前任员工相比）和经理（与非经理相比）感知到的环境、社会和公司治理实践较高，并且随着组织任期的增加而增加；（c）感知到的环境、社会和公司治理实践与较高的工作满意度和较低的员工流失率相关，组织任期和职位级别调节了这些关系。

引用次数: 0

Artificial intelligence through the lens of hospitality employees: A systematic review 从酒店员工的视角看人工智能：系统回顾

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2024-11-07 DOI: 10.1016/j.ijhm.2024.103986

Ekta Kumawat , Amit Datta , Catherine Prentice , Rosanna Leung

The hospitality industry has undergone a comprehensive transformation with the infusion of artificial intelligence into its processes, but the employees’ adoption of artificial intelligence has been scantly studied. This systematic review comprises 80 empirical articles listed in the Scopus database that study hospitality employees as key participants, which were selected using the PRISMA approach. We used bibliometric analysis to identify the most prominent countries, journals, authors, and keywords and then applied the TCCM framework to gain a deeper understanding. The synthesis draws upon various theories, characteristics, contexts, and methodologies. The prominent antecedents, outcomes, mediators, and moderators are identified while highlighting their linkage. This study will help managers, policymakers, and owners comprehensively understand AI adoption and its impact on hospitality employees. The future research agenda provides theoretical, contextual, empirical, and methodological directions paving the way for hospitality to move toward the achievement of Sustainable Development Goals (SDGs).

随着人工智能注入酒店业的各个流程，酒店业经历了一场全面变革，但对员工采用人工智能的研究却很少。本系统性综述包括 Scopus 数据库中列出的 80 篇实证文章，这些文章以酒店业员工为主要研究对象，采用 PRISMA 方法进行筛选。我们采用文献计量分析法确定了最重要的国家、期刊、作者和关键词，然后应用 TCCM 框架来加深理解。综述借鉴了各种理论、特点、背景和方法。确定了突出的前因、结果、中介和调节因素，同时强调了它们之间的联系。这项研究将有助于管理者、决策者和业主全面了解人工智能的应用及其对酒店业员工的影响。未来的研究议程提供了理论、背景、经验和方法论方向，为酒店业实现可持续发展目标（SDGs）铺平了道路。

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