International Journal of Hospitality Management最新文献

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The power of playful work design in the hospitality industry: Mapping the implications for employee engagement, taking charge and the moderation of contrived fun

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

International Journal of Hospitality Management

Pub Date : 2025-03-10 DOI: 10.1016/j.ijhm.2025.104154

Saima Ahmad , Talat Islam , Ahmad Kaleem

In the fast-paced and customer-centric hospitality industry, where employee engagement and proactive behavior are critical for service excellence, organizations face the challenge of fostering a motivated workforce. This paper explores how integrating play into work through Playful Work Design can enhance employee engagement and taking charge behaviors. Drawing on Self-Determination Theory, we propose a process model wherein playful work design, specifically designing fun and designing competition, positively influences employees' taking charge behavior through enhanced engagement. Furthermore, we explore the moderating role of contrived fun—fun activities consciously organized by managers—on the relationship between playful work design and employee engagement. Using primary data collected from 325 employees and their immediate supervisors in the hospitality sector, our results offer industry-specific insights into the direct and indirect (via employee engagement) effects of playful work design on taking charge behaviors. Moreover, we found that contrived fun moderates the impact of playful work design on engagement. Our findings not only contribute to the advancement of hospitality management literature on playful work design but also provide practical insights for hospitality managers seeking to cultivate an engaging and proactive workforce. We illustrate how hotel staff can leverage playful approaches and use friendly competitions to enrich interactions and enhance service delivery.

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引用次数: 0

Creating a hospitable hospital: How colors, music, and scent in the servicescape reduce rumination and enhance the patient waiting experience

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

International Journal of Hospitality Management

Pub Date : 2025-03-10 DOI: 10.1016/j.ijhm.2025.104155

Gaël Bonnin, Alain Goudey

Reinforcing hospitality is a critical challenge for the healthcare industry, as creating a more hospitable environment can significantly enhance patients' experience, well-being, and recovery. During waiting periods, patients often engage in rumination — negative and repetitive thinking about their health condition — which diminishes their healthcare experience. Through five experiments, including one field study, we demonstrate that strategic servicescape design can effectively reduce rumination and improve patient outcomes. Specifically, a colorful visual environment decreases rumination by enhancing positive emotions, while the combination of music and scent, known to activate memory processes, reduces rumination, thereby improving perceived service quality and hospitality. Healthcare managers should use colors, music, and scent to design more hospitable environments and enhance patient experience. This research extends the servicescape literature by revealing how specific environmental elements can interrupt negative thought patterns with or without change in emotional states and enhance service experiences in healthcare settings.

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引用次数: 0

The effectiveness of gender equality initiatives in hospitality organizations: Exploring the perceptions of organizational actors using critical realism

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

International Journal of Hospitality Management

Pub Date : 2025-03-09 DOI: 10.1016/j.ijhm.2025.104150

Jess Sanggyeong Je , Elaine Chiao Ling Yang , Catheryn Khoo , Leonie Lockstone-Binney

Calls to advance gender equality have increased in the hospitality sector, yet women still face discrimination in career progression. This study explores the implementation of gender equality initiatives as perceived by hospitality organizational actors and reveals the underlying cognitive mechanisms impacting effective implementation. Underpinned by critical realism, a qualitative case study was conducted involving semi-structured in-depth interviews with 63 organizational actors in global hotels from top management to entry-level positions. The findings present the mixed realities of implementing gender equality initiatives, with effective implementation potentially over-estimated by participants who disregard gender discrimination in favour of maintaining the status quo. This study highlights the embedded cognitive mechanism of system justification, which manifests in participants, their belief of meritocracy and ambivalent sexism. The study contributes novel insights by exploring how various cognitive mechanisms contribute to shallow understandings of gender equality initiatives, which may deter their effective implementation in global hotels.

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引用次数: 0

Emotional intelligence in tourism and hospitality: A bibliometric analysis

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

International Journal of Hospitality Management

Pub Date : 2025-03-07 DOI: 10.1016/j.ijhm.2025.104141

Bruno Santucci de Oliveira, Ana Paula Lisboa Sohn

Emotional intelligence is a topic that has gained attention in the tourism and hospitality literature. However, the understanding of emotional intelligence is diverse, with multiple theoretical and methodological perspectives. This study analyzes publications on emotional intelligence in tourism and hospitality and assesses the state of the art. A bibliometric analysis of 97 studies reveals the complex diversity and breadth of the topic and identifies nine thematic clusters. The analysis of the keywords and their groupings revealed an extensive interweaving of related themes. Although some of the terms used in the papers are theoretically the same, no study links them in practice. The interconnectedness of these themes suggests that emotional intelligence should not be approached in isolation. The results also indicate shortcomings in the practical implications and possible improvements to be considered methodologically in future research.

引用次数: 0

The impact of self-disclosure between a golf caddie and a golfer on their relationship improvement: Focusing on the social penetration theory

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

International Journal of Hospitality Management

Pub Date : 2025-03-06 DOI: 10.1016/j.ijhm.2025.104160

Jinsoo Hwang , Heather (Markham) Kim , Jinkyung Jenny Kim

The main objective of this study is to find out how to form rapport between a golf caddie and a golfer based on the social penetration theory. The data was collected from 384 golf players in South Korea for this, and the data was analyzed using a confirmatory factor analysis and structural equation modeling in the AMOS program. The data analysis results indicated that there is a positive relationship between golf caddie disclosure and golfer disclosure. In addition, it was found that the two types of disclosures have a positive influence on rapport, which in turn positively affects golf satisfaction and behavioral intentions. Lastly, the data analysis results showed gender moderated the relationship between golf caddie disclosure and rapport.

引用次数: 0

Intelligence and humanness as key drivers of service value in Generative AI chatbots

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

International Journal of Hospitality Management

Pub Date : 2025-03-05 DOI: 10.1016/j.ijhm.2025.104130

Luis V. Casaló , Paola Millastre-Valencia , Daniel Belanche , Carlos Flavián

Automated service agents with different levels of artificial intelligence (AI) - mechanical, analytical, and emotional - are gradually replacing employees in their interactions with customers. Previous research suggests that these agents (e.g., chatbots) should embed human behavioral traits such as warmth, competence, and even automated social presence (i.e., perceiving that one is interacting with someone else). However, it is unknown whether different levels of AI are perceived by customers as features increasing humanness and, subsequently, leading to higher functional, monetary, social, or emotional value. Through an experimental design based on tourism chatbots, the results from structural equation analysis reveal that whereas mechanical AI decreases automated social presence, analytical AI increases perceptions of competence and warmth, and emotional AI improves all humanness cues. The article merges the research streams of service agent design and customers’ perceptions of humanness to guide tourism managers in implementing generative AI agents to increase service value.

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引用次数: 0

An empirical investigation of wine sales as a driver of financial performance in restaurants: Insights from real-world sales data

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

International Journal of Hospitality Management

Pub Date : 2025-03-04 DOI: 10.1016/j.ijhm.2025.104139

Jun Young CHON , Olivier GERGAUD , Cindy Yoonjoung HEO

This study utilizes actual restaurant sales data to investigate the factors influencing wine prices and overall revenue, offering practical insights into effective sales strategies. The findings show that later-arriving guests tend to purchase more expensive wine bottles, while the presence of a sommelier increases wine sales by 11.5 %, though it does not impact the price of the wine selected. Additionally, longer stays at the restaurant correlate with higher spending on both food and wine, with regular customers generally outspending infrequent ones. Business dinners are associated with significantly higher wine prices compared to social dinners with friends. While the key factors influencing wine prices may vary depending on the restaurant's positioning and nature, this research broadens the understanding of the diverse elements affecting wine pricing and revenue. It also provides a valuable benchmark for future studies, contributing both academically and practically.

引用次数: 0

Corrigendum to “Innovation in crisis. The role of leadership and dynamic capabilities for a more innovative hospitality industry” [Int. J. Hosp. Manag. 124 (2025) 103946]

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

International Journal of Hospitality Management

Pub Date : 2025-02-28 DOI: 10.1016/j.ijhm.2025.104143

Anna M. Burton , Astrid Dickinger

引用次数: 0

Warmhearted cues: A study of the impact of social mindfulness on trust repair by intelligent customer service in service recovery

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

International Journal of Hospitality Management

Pub Date : 2025-02-28 DOI: 10.1016/j.ijhm.2025.104131

Hao Meng , Qun Xiao , Yanping Na

With the rapid development of artificial intelligence, intelligent customer service system based on intelligent recognition and natural language interaction has become a key factor to improve service quality in many service industries. However, the phenomenon of "high capability and low enthusiasm" in service recovery has become one of the major challenges in the development, design and deployment of intelligent customer service. This study explores the impact of customers' perception of intelligent customer service's social mindfulness cues on the trust restoration mechanism in human-computer interaction service recovery from the perspective of customers' perceptions, which expands new clues that can help restore trust. In addition, this study examines how customer perceptions of social mindfulness changes affect the trust repair process under different levels of time urgency (high vs low) and in different task-oriented scenarios (practical vs hedonic). Results from the experiments suggest that providing high social mindfulness level of service can be more effective in recovering trust, particularly for high time urgency and practical task scenarios. The findings of this study provide important strategic references for service organisations in building design frameworks for intelligent customer service and developing recovery strategies.

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引用次数: 0

Survival determinants and prediction for Airbnb listings

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

International Journal of Hospitality Management

Pub Date : 2025-02-28 DOI: 10.1016/j.ijhm.2025.104132

Mingming Hu , Limei Yang , Jinah Park , Minkun Liu

This study assesses these events’ effects on business survival and alleviation strategies in the context of peer-to-peer (P2P) accommodation sharing. We specifically examined the COVID-19 pandemic’s impact on Airbnb in Shanghai, China. Results indicated a decline in listings’ average survival probability from 56.84 % to 50.08 % after the outbreak, with this downturn being more severe in 2020 than in 2021. Based on dynamic capabilities theory and Aristotle’s rhetorical theory, trust was found to play a significant moderating role: higher response rates and review ratings could attenuate the observed negative effect, whereas larger accommodation capacities may intensify it. We also developed models to predict Airbnb listings’ survival probability and identify factors influencing longevity. The best-performing prediction model (i.e., a random forest model) highlighted the listing’s age and COVID-19 incidence as key in predicting a listing’s survival. This study enriches theories in tourism and hospitality and points to techniques for fortifying businesses’ resilience.

引用次数: 0

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