International Journal of Hospitality Management最新文献

Analyzing human-robot collaboration, this study draws on insights from cognitive science and psychology, with a particular focus on developing strategies for instructing robots and addressing the dynamics of robophobia and robophilia. Robophilia signifies the evolving, positive human-robot relationship, emphasizing the attribution of personhood to robots, while robophobia represents fear of robots. Although hospitality studies have explored anthropomorphism in robots, there is a gap in understanding robophobia impact in this context. This research investigates the transition from robophilia to robophobia and its implications for human-robot interactions in hospitality. Past studies primarily emphasized positive aspects, like anthropomorphism and robot personhood neglecting potential negatives such as robophobia. Guided by analogical transfer theory, fear acquisition theory, and uncanny valley theory using three experimental studies, this research explore factors driving this transition, its impact on embarrassment, customer outrage, and employee sabotage intentions during joint robot interactions. This research enriches our understanding of complex human-robot dynamics, shedding light on robophobia's mediating role within the context of service disruptions.

While counterproductive work behaviours (CWB) harm hotels’ financial and non-financial performance, hospitality research ought to pay more attention to unpacking its antecedents and how employees are triggered to engage in CWB. Drawing on Affective Events Theory (AET), we posit that workplace bullying (WB) leads to enacting CWB by eliciting the targets’ emotions of hostility. Furthermore, considering the affective disposition in AET and adopting the self-regulation perspective, we argue that the mediating mechanism of hostility for the link between WB and CWB is moderated by trait mindfulness. Using a two-wave data collection from employees in hotels in Jordon (N = 328), we found that employee hostility mediated the relationship between WB and CWB. Trait mindfulness was found to attenuate the positive association between WB and emotional response of hostility, leading to reduced CWB. Our findings lend credence to the AET to further understand how WB induces CWB.

Dining at restaurants on holidays involves a mostly different experience than dining on any other normal day, as it provides the opportunity for diners to get together with family and friends. Consequently, in this study, we investigate whether the prosocial behavior of restaurant diners deviates from the norm on holidays. Using a large dataset of credit card transactions at full-service restaurants, we confirm that this is indeed the case, albeit in a strikingly dichotomous fashion; religious and other family-oriented holidays are generally associated with significantly higher tipping rates than normal, whereas most other holidays are associated with significantly lower tipping rates than normal. Our findings suggest that family gatherings often meant to reinforce a sense of belonging and togetherness seem to strengthen prosociality, whereas social gatherings in restaurants on other festive occasions seem less likely to promote prosocial behavior.

Based on the conservation of resources (COR) theory, institutional logic, and institutional arrangements, this study conceptualized and examined employee emotional investment as an important factor that influenced hospitality employee job and personal outcomes. In Study 1 (N=211), the reliability of the modified employee emotional investment scale was examined. In Study 2 (N=250), first using confirmatory factor analysis (CFA) the reliability, convergent and discriminant validity of the measure was confirmed. Second, partial-least squares structural equation modeling (PLS-SEM) analysis of hospitality employees revealed that their emotional investment affected their work attitudes and behaviors. Organizational service climate and employee hierarchy in the organization were identified as significant antecedents of emotional investment. Emotional investment directly influenced employee resilience, organizational citizenship behavior (OCB), organizational commitment, and employee engagement. Emotional investment indirectly affected employee subjective wellbeing, whereas organizational commitment and employee engagement showed full mediation effects. The findings extended COR theory and revealed employee emotional investment as a distinct form of employee organizational behavior. Practical implications for hospitality managers are provided.

Cause-related marketing (CRM) has experienced remarkable growth over the past few decades, especially in the hospitality industry. However, concerns have arisen regarding performative CRM allyship, where companies engage in visible public support for a cause without costly actions. Little research has investigated how average consumers respond to such performative allyship. Additionally, while celebrity endorsement has been extensively studied in the context of product marketing, its influence on socially oriented communications remains understudied. Across two pilot studies and three scenario-based experiments, this research defines and differentiates true and performative CRM allyship. Study 1 shows that consumers fail to identify the inauthenticity embedded in performative CRM and hold similarly positive perceptions of true and performative CRM initiatives. Study 2 and Study 3 explore the impact of celebrity endorsements in CRM initiatives and the underlying mechanisms. Two boundary conditions, endorser type (traditional celebrity vs. social media influencer) and endorser-cause fit (expertise vs. experience), are examined to show when performative CRM is justifiable or unacceptable.

Nowadays customers would make decisions by reading online reviews and comparing differences in restaurants before visiting. Therefore how restaurants take advantage from such information is important to attract customers and stay competitive. Many researchers believe that increasing business performance could improve competitiveness. However, with changing customer requirements and business environment, it is challenging to understand which attributes matter the most to customers and how to improve considering competitors. Therefore this study proposed assessing restaurant competitiveness using online reviews. After crawling 38,479 online reviews employing Python, deep learning-based BERT is developed to measure attribute performance and understand the competitiveness through McKinsey Matrix. Then, the competitiveness was analyzed from a temporal dynamic view to present how attributes are changing importance. Notably, the asymmetric effects between attribute performance and satisfaction were considered. Results demonstrated encouraging accuracy in measuring restaurant competitiveness and explained how asymmetric McKinsey Matrix could help formulate efficient competitiveness enhancement strategies.

Drawing from the conservation of resources (COR) theory, the current study posits that leadership in the form of abusive supervision will be more detrimental to subordinates' hope and optimism, due to the loss of accumulated resources for those who have increased service tenure, thereby lowering their ability to alleviate and successfully manage service failures/errors. Using convenience sampling, 174 hotel frontline employees from Istanbul, Turkey, completed survey questionnaires in two separate time waves. Results from SmartPLS indicate that abusive supervision has a significant and adverse association with employees’ hope and optimism. Additionally, the relationship between abusive supervision and employees’ hope and optimism is moderated by service tenure, such that the negative relationship is more profound for those with increased service tenure. Finally, hope and optimism mediate the relationship between abusive supervision and two behaviors for handling service errors/failures (i.e., service recovery performance and error reporting). This study concludes by discussing theoretical and practical implications.

Amidst growing emphasis on sustainability in the hotel industry, hotels are increasingly adopting sustainable practices. This trend extends to online platforms, where hotels showcase their sustainability labels as a form of advanced Corporate Social Responsibility (CSR). Such CSR communication is crucially influenced by how customers perceive the consistency of a hotel’s CSR efforts. In the sphere of online hotel booking, customer reviews play a pivotal role as other external clues, illustrating how well hotels fulfill their fundamental economic responsibility. Our study aims to investigate the interactive effects between hotel sustainability labels and the valence of online reviews on customers’ booking intentions. Based on attribution theory and several experimental studies, this research reveals that in the context of negative hotel review valence, the presence (vs. absence) of sustainability labels decreases customers’ booking intention due to an increase in perceived hypocrisy towards the hotel; conversely, in the context of positive hotel review valence, the presence (vs. absence) of sustainability labels enhances customers’ booking intention due to an increase in perceived morality towards the hotel. These findings contribute to the literature exploring hotel sustainability labels, online hotel reviews, and perceptions of hotel hypocrisy.

Drawing on the diffusion of innovations theory, this study focuses on two critical aspects of information communication technology (ICT) adoption in the restaurant industry, thus contributing empirically and conceptually to the hospitality literature. The perceived advantages and disadvantages of such adoption are examined through the views of restaurant operators in Vietnam, an emerging economy boasting a growing food and beverage industry. Using a questionnaire eliciting quantitative and qualitative data, 492 usable responses were gathered. Quantitatively, the analysis revealed the significance of intangible and tangible elements of ICT uptake, supporting the proposed hypotheses. Indeed, while advantages underscored marketing/promotion and sales, time and financial investments were key disadvantages. The qualitative analysis uncovered nine conceptual dimensions. Among others, the ‘inspirational ICT’ dimension positions technology as a resource booster, while the ‘human-technology boundaries’ dimension suggests challenges related to users’ perceptions, generational divide, and preferences. A resulting theoretical framework highlights practical and theoretical implications.

Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.