Pub Date : 2024-11-29DOI: 10.1016/j.ijhm.2024.104031
Jinzhu Song , Chenming Wen , Youlin Huang
This research addresses a critical gap in understanding how service failures by robots versus human employees shape customer compensation expectations in the hospitality industry. While substantial literature explores service failure, the nuanced impacts of failure severity and the interplay with different types of service providers – robotic or human – have not been thoroughly examined. Through three experimental studies, we discover that customers expect higher compensation when service failures involve robots and that this expectation is further influenced by the severity of the failure, which intensifies compensation expectations across both types of service providers. Moreover, our analysis reveals that blame attribution mediates the relationship between service provider type and compensation expectations, with severity of failure moderating this mediation effect. These findings offer insights for service firms aiming to navigate the challenges posed by integrating service robots, suggesting the importance of tailored service recovery strategies to maintain customer satisfaction and loyalty.
{"title":"Influencing customer compensation expectations in service failures: Comparing the roles of service robots and human employees","authors":"Jinzhu Song , Chenming Wen , Youlin Huang","doi":"10.1016/j.ijhm.2024.104031","DOIUrl":"10.1016/j.ijhm.2024.104031","url":null,"abstract":"<div><div>This research addresses a critical gap in understanding how service failures by robots versus human employees shape customer compensation expectations in the hospitality industry. While substantial literature explores service failure, the nuanced impacts of failure severity and the interplay with different types of service providers – robotic or human – have not been thoroughly examined. Through three experimental studies, we discover that customers expect higher compensation when service failures involve robots and that this expectation is further influenced by the severity of the failure, which intensifies compensation expectations across both types of service providers. Moreover, our analysis reveals that blame attribution mediates the relationship between service provider type and compensation expectations, with severity of failure moderating this mediation effect. These findings offer insights for service firms aiming to navigate the challenges posed by integrating service robots, suggesting the importance of tailored service recovery strategies to maintain customer satisfaction and loyalty.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104031"},"PeriodicalIF":9.9,"publicationDate":"2024-11-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142757783","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 : 2024-11-29DOI: 10.1016/j.ijhm.2024.104020
Michael Lynn
Marketing involves a competition between brands, yet very little hospitality marketing research uses brands as the unit-of-analysis. The current paper fills this need by examining the relationships among hotel brands’ quality/price tier, number of hotels, building size (average number of rooms per hotel), average customer satisfaction ratings, popularity, fame, penetration, average purchase frequency, and annual room revenue. The results indicated that hotel brand popularity and total sales volume were greater among brands in the middle quality-price tier and those with more and larger hotels. After controlling for quality/price tier, greater customer-satisfaction ratings were positively related to brands’ sales per room, but not to brand popularity or total sales volume. These findings suggest that marketing success is primarily a function of brands’ mental and physical availabilities and that unusually high or low experience quality given a brand’s quality/price tier is attributed to, and benefits, the property rather than the brand.
{"title":"How hospitality brands succeed: Evidence from brand-level analyses of hotel brands","authors":"Michael Lynn","doi":"10.1016/j.ijhm.2024.104020","DOIUrl":"10.1016/j.ijhm.2024.104020","url":null,"abstract":"<div><div>Marketing involves a competition between brands, yet very little hospitality marketing research uses brands as the unit-of-analysis. The current paper fills this need by examining the relationships among hotel brands’ quality/price tier, number of hotels, building size (average number of rooms per hotel), average customer satisfaction ratings, popularity, fame, penetration, average purchase frequency, and annual room revenue. The results indicated that hotel brand popularity and total sales volume were greater among brands in the middle quality-price tier and those with more and larger hotels. After controlling for quality/price tier, greater customer-satisfaction ratings were positively related to brands’ sales per room, but not to brand popularity or total sales volume. These findings suggest that marketing success is primarily a function of brands’ mental and physical availabilities and that unusually high or low experience quality given a brand’s quality/price tier is attributed to, and benefits, the property rather than the brand.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"125 ","pages":"Article 104020"},"PeriodicalIF":9.9,"publicationDate":"2024-11-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142746101","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}
The present study examines the negative outcomes triggered by tolerance of workplace incivility, i.e., a reduced organizational citizenship behavior (OCB) and increased emotional exhaustion, which may seriously affect the performance of individuals and organizations in the hospitality sector. The study further seeks the mechanism through which the negative impact may be checked by considering the psychological contract violation as a mediator and resilience as a moderator. Through the online platform Prolific Academic, we evoked the COR theory to test the hypothesized relationships from the data from 329 hotel employees in the UK and USA. Utilizing PLS-SEM, the results show a positive and significant association between tolerance of workplace incivility and psychological contract violation. The present study's novelty signifies how psychological contract violation significantly mediates the relationship between tolerance of workplace incivility and OCB and between tolerance of workplace incivility and emotional exhaustion. Furthermore, another notable finding of the study is that resilience was not a significant moderator in the relationship between psychological contract violation and OCB and between psychological contract violation and emotional exhaustion. Our findings suggest a noteworthy cognizance of advancing the theoretical and practical application of tolerance of workplace incivility and psychological contract violation in hospitality organizations.
{"title":"Does resilience buffer the negative effects of tolerance of workplace incivility in the hospitality context?","authors":"Poornima Madan , Shalini Srivastava , Bhumika Gupta , Prasoon M. Tripathi","doi":"10.1016/j.ijhm.2024.104005","DOIUrl":"10.1016/j.ijhm.2024.104005","url":null,"abstract":"<div><div>The present study examines the negative outcomes triggered by tolerance of workplace incivility, i.e., a reduced organizational citizenship behavior (OCB) and increased emotional exhaustion, which may seriously affect the performance of individuals and organizations in the hospitality sector. The study further seeks the mechanism through which the negative impact may be checked by considering the psychological contract violation as a mediator and resilience as a moderator. Through the online platform Prolific Academic, we evoked the COR theory to test the hypothesized relationships from the data from 329 hotel employees in the UK and USA. Utilizing PLS-SEM, the results show a positive and significant association between tolerance of workplace incivility and psychological contract violation. The present study's novelty signifies how psychological contract violation significantly mediates the relationship between tolerance of workplace incivility and OCB and between tolerance of workplace incivility and emotional exhaustion. Furthermore, another notable finding of the study is that resilience was not a significant moderator in the relationship between psychological contract violation and OCB and between psychological contract violation and emotional exhaustion. Our findings suggest a noteworthy cognizance of advancing the theoretical and practical application of tolerance of workplace incivility and psychological contract violation in hospitality organizations.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104005"},"PeriodicalIF":9.9,"publicationDate":"2024-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142757782","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 : 2024-11-28DOI: 10.1016/j.ijhm.2024.104017
Canmian Liu , Lu Zhang , Xin Liu , Shengyuan Liang , Tengteng Zhu
The advancement of natural language recognition and processing technology has revolutionized how consumers interact with service robots. Initially reliant on manual communication (typing or clicking), the shift has occurred towards verbal communication (speaking or talking). However, how consumers respond to these two modalities is less understood, especially in hospitality service settings. This study examined the mechanisms of robot communication modality (voice vs. touchscreen) on consumers’ behavioral intentions (robotic service acceptance and disclosure intention). The moderating roles of individual public self-consciousness and service embarrassability were further examined. The results of three scenario-based experiments show that consumers exhibit lower robotic service acceptance and disclosure intentions when robots use voice (vs. touchscreen) interaction. These effects are mediated by consumers’ concerns about social judgment and are stronger for individuals with high (vs. low) public self-consciousness and when a service involves higher levels of embarrassability. We present theoretical and practical insights for human-robot interface management to enhance consumers’ experience with service robots.
{"title":"Speaking versus touching: How consumers respond to robot communication modality in hospitality services","authors":"Canmian Liu , Lu Zhang , Xin Liu , Shengyuan Liang , Tengteng Zhu","doi":"10.1016/j.ijhm.2024.104017","DOIUrl":"10.1016/j.ijhm.2024.104017","url":null,"abstract":"<div><div>The advancement of natural language recognition and processing technology has revolutionized how consumers interact with service robots. Initially reliant on manual communication (typing or clicking), the shift has occurred towards verbal communication (speaking or talking). However, how consumers respond to these two modalities is less understood, especially in hospitality service settings. This study examined the mechanisms of robot communication modality (voice <em>vs.</em> touchscreen) on consumers’ behavioral intentions (robotic service acceptance and disclosure intention). The moderating roles of individual public self-consciousness and service embarrassability were further examined. The results of three scenario-based experiments show that consumers exhibit lower robotic service acceptance and disclosure intentions when robots use voice (<em>vs.</em> touchscreen) interaction. These effects are mediated by consumers’ concerns about social judgment and are stronger for individuals with high (<em>vs.</em> low) public self-consciousness and when a service involves higher levels of embarrassability. We present theoretical and practical insights for human-robot interface management to enhance consumers’ experience with service robots.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104017"},"PeriodicalIF":9.9,"publicationDate":"2024-11-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142757781","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 : 2024-11-27DOI: 10.1016/j.ijhm.2024.103997
Tuğrul Toker
This study introduces the flow-through method, focusing on retaining incremental revenue as an alternative approach. Unlike conventional ratios, this method explains causal relationships between income statement items and aids in future projections. The hospitality industry, with varied revenue streams, faces challenges in applying uniform methods, limiting adoption due to practitioner unawareness. This research analyzes the financials of Hyatt, Marriott, and Hilton from 2021 to 2022 using the flow-through method. The study employs both exploratory and quantitative methods to understand how revenue streams and departmental operations affect profits. It proposes a compact formula for calculating the stream from incremental revenue changes, starting with determining departmental expenses. Results indicate hoteliers achieved remarkable success, demonstrating efficient revenue-profit conversion during post-pandemic recovery. This method provides valuable insights for hospitality managers and potential cross-application in various sectors. Future studies could investigate cross-industry applications, integrate technological tools, and perform longitudinal analyses to enhance and broaden the method's utility.
{"title":"The operating profit flow method as a profitability analysis tool for hospitality enterprises","authors":"Tuğrul Toker","doi":"10.1016/j.ijhm.2024.103997","DOIUrl":"10.1016/j.ijhm.2024.103997","url":null,"abstract":"<div><div>This study introduces the flow-through method, focusing on retaining incremental revenue as an alternative approach. Unlike conventional ratios, this method explains causal relationships between income statement items and aids in future projections. The hospitality industry, with varied revenue streams, faces challenges in applying uniform methods, limiting adoption due to practitioner unawareness. This research analyzes the financials of Hyatt, Marriott, and Hilton from 2021 to 2022 using the flow-through method. The study employs both exploratory and quantitative methods to understand how revenue streams and departmental operations affect profits. It proposes a compact formula for calculating the stream from incremental revenue changes, starting with determining departmental expenses. Results indicate hoteliers achieved remarkable success, demonstrating efficient revenue-profit conversion during post-pandemic recovery. This method provides valuable insights for hospitality managers and potential cross-application in various sectors. Future studies could investigate cross-industry applications, integrate technological tools, and perform longitudinal analyses to enhance and broaden the method's utility.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"125 ","pages":"Article 103997"},"PeriodicalIF":9.9,"publicationDate":"2024-11-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142724016","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 : 2024-11-26DOI: 10.1016/j.ijhm.2024.104001
Kevin Grande , Hugues Séraphin
Through better recruitment of Children’s representatives working in mini-clubs, outdoor hospitality businesses have a further opportunity to both enhance the well-being of children while also addressing a major societal issue such as sustainability. The findings of the research suggest that the content of job advert for children’s representatives should be recalibrating with a focus on philosophy of the organisation (responsible management education), which will then inform the type of knowledge wished to be conveyed (sustainability), how (case method), and the profile (qualifications, experience, personality, etc) of the staff needed. The findings of the research also highlight the fact that job crafting, which used to be solely a coping strategy used by staff, is also a coping strategy used by managers in their recruitment strategy. There is an urge for the development of qualifications/courses in Youth, Society and Sustainable Futures to prevent staff and managers developing their own coping strategies, which might negatively impact the performance of the organization.
{"title":"Children as a “Left Behind” group by outdoor hospitality businesses (Campsites): A human resources perspective","authors":"Kevin Grande , Hugues Séraphin","doi":"10.1016/j.ijhm.2024.104001","DOIUrl":"10.1016/j.ijhm.2024.104001","url":null,"abstract":"<div><div>Through better recruitment of Children’s representatives working in mini-clubs, outdoor hospitality businesses have a further opportunity to both enhance the well-being of children while also addressing a major societal issue such as sustainability. The findings of the research suggest that the content of job advert for children’s representatives should be recalibrating with a focus on philosophy of the organisation (responsible management education), which will then inform the type of knowledge wished to be conveyed (sustainability), how (case method), and the profile (qualifications, experience, personality, etc) of the staff needed. The findings of the research also highlight the fact that job crafting, which used to be solely a coping strategy used by staff, is also a coping strategy used by managers in their recruitment strategy. There is an urge for the development of qualifications/courses in Youth, Society and Sustainable Futures to prevent staff and managers developing their own coping strategies, which might negatively impact the performance of the organization.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"125 ","pages":"Article 104001"},"PeriodicalIF":9.9,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142706589","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}
In the context of continuing care retirement communities (CCRCs), the synergistic effect of perceived value on older adults’ word-of-mouth intentions remains unclear. This article presents two studies designed to identify and assess the key factors and combinatorial configurations driving older adults’ CCRC recommendations from a perceived value perspective. Study 1 uncovered multiple dimensions (e.g., economic value, contextual value, functional value, emotional value, and social value) of older adults’ perceived value of CCRCs using a grounded theory approach. Structural equation modeling and fuzzy-set qualitative comparative analysis were integrated in Study 2 to validate the impacts of perceived value subdimensions on word-of-mouth intention. Four common combinations, namely “economic–emotional–social,” “contextual–emotional,” “economic–functional–emotional,” and “economic–functional–social,” were found to promote this intention. This study provides a nuanced understanding of enhancing CCRC-related word-of-mouth communication by analyzing the synergistic effects of perceived value, thereby extending the application of perceived value theory to the CCRC field.
{"title":"Why recommend? Unlocking the factors and configurations influencing word-of-mouth intentions in continuing care retirement communities","authors":"Chaowu Xie , Feifei Lai , Rui Huang , Shunbiao Shen","doi":"10.1016/j.ijhm.2024.104012","DOIUrl":"10.1016/j.ijhm.2024.104012","url":null,"abstract":"<div><div>In the context of continuing care retirement communities (CCRCs), the synergistic effect of perceived value on older adults’ word-of-mouth intentions remains unclear. This article presents two studies designed to identify and assess the key factors and combinatorial configurations driving older adults’ CCRC recommendations from a perceived value perspective. Study 1 uncovered multiple dimensions (e.g., economic value, contextual value, functional value, emotional value, and social value) of older adults’ perceived value of CCRCs using a grounded theory approach. Structural equation modeling and fuzzy-set qualitative comparative analysis were integrated in Study 2 to validate the impacts of perceived value subdimensions on word-of-mouth intention. Four common combinations, namely “economic–emotional–social,” “contextual–emotional,” “economic–functional–emotional,” and “economic–functional–social,” were found to promote this intention. This study provides a nuanced understanding of enhancing CCRC-related word-of-mouth communication by analyzing the synergistic effects of perceived value, thereby extending the application of perceived value theory to the CCRC field.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"125 ","pages":"Article 104012"},"PeriodicalIF":9.9,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142724015","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 : 2024-11-26DOI: 10.1016/j.ijhm.2024.104018
Yuanqiong He, Liu Yang, Yangyi (Eric) Tang
The hospitality industry is increasingly using service robots to assist customers with problem-solving. However, customers’ responses to assistance from service robots are not always consistent. In six studies, we investigated whether and how the experience of social exclusion affects customers’ preference for service robots versus human assistance in addressing service problems. The results showed that experiencing social exclusion heightened customers’ independent problem-solving tendency, leading to an increased preference for assistance from service robots (vs. human staff). Moreover, this difference diminishes among customers with a high level of independent self-construal, hedonic consumption goals, or strong tie-strength with human staff. These findings expand our understanding of factors shaping customer responses to service robots and contribute to the growing body of research on social exclusion. They also provide practical insights for managers seeking to effectively leverage service robots to meet customer needs.
{"title":"Preference for assistance from service robots or human staff？The impact of social exclusion experience","authors":"Yuanqiong He, Liu Yang, Yangyi (Eric) Tang","doi":"10.1016/j.ijhm.2024.104018","DOIUrl":"https://doi.org/10.1016/j.ijhm.2024.104018","url":null,"abstract":"The hospitality industry is increasingly using service robots to assist customers with problem-solving. However, customers’ responses to assistance from service robots are not always consistent. In six studies, we investigated whether and how the experience of social exclusion affects customers’ preference for service robots versus human assistance in addressing service problems. The results showed that experiencing social exclusion heightened customers’ independent problem-solving tendency, leading to an increased preference for assistance from service robots (vs. human staff). Moreover, this difference diminishes among customers with a high level of independent self-construal, hedonic consumption goals, or strong tie-strength with human staff. These findings expand our understanding of factors shaping customer responses to service robots and contribute to the growing body of research on social exclusion. They also provide practical insights for managers seeking to effectively leverage service robots to meet customer needs.","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"260 1","pages":""},"PeriodicalIF":11.7,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142758695","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 : 2024-11-26DOI: 10.1016/j.ijhm.2024.104009
Elżbieta Wąsowicz-Zaborek
This study investigates cross-cultural variations in perceptions of hotel services by analyzing online reviews of 3-, 4-, and 5-star hotels in Warsaw, drawing from a dataset of 11,089 reviews posted on Hotels.com. It adopts a mixed-methods approach, encompassing 32 nations characterized by diverse Hofstede's cultural dimensions. The study identifies key factors influencing guest satisfaction, including room quality, breakfast, location, cleanliness, and staff performance. These factors exert varying impacts on customer attitudes depending on power distance, individualism, masculinity, and independence in each culture. This research addresses a gap in the literature due to limited publications on cultural disparities in online hotel reviews. Moreover, this study is unique in its geographical focus on Warsaw, with no comparable research identified. Practical implications include aiding hotel management in tailoring quality policies and enhancing customer experience for specific national cultures based on critical satisfaction drivers.
{"title":"National culture as a factor in visitors’ evaluations of hotel services","authors":"Elżbieta Wąsowicz-Zaborek","doi":"10.1016/j.ijhm.2024.104009","DOIUrl":"10.1016/j.ijhm.2024.104009","url":null,"abstract":"<div><div>This study investigates cross-cultural variations in perceptions of hotel services by analyzing online reviews of 3-, 4-, and 5-star hotels in Warsaw, drawing from a dataset of 11,089 reviews posted on Hotels.com. It adopts a mixed-methods approach, encompassing 32 nations characterized by diverse Hofstede's cultural dimensions. The study identifies key factors influencing guest satisfaction, including room quality, breakfast, location, cleanliness, and staff performance. These factors exert varying impacts on customer attitudes depending on power distance, individualism, masculinity, and independence in each culture. This research addresses a gap in the literature due to limited publications on cultural disparities in online hotel reviews. Moreover, this study is unique in its geographical focus on Warsaw, with no comparable research identified. Practical implications include aiding hotel management in tailoring quality policies and enhancing customer experience for specific national cultures based on critical satisfaction drivers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"125 ","pages":"Article 104009"},"PeriodicalIF":9.9,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142706133","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}
The purpose of this study is to examine the impact of consumers' digital purchasing intentions and physical experiences on their intention to revisit restaurants. The study examined the utilization of restaurants' Instagram pages within the framework of the Uses and Gratifications (U&G) theory. The study aimed to measure the impact of the Uses and Gratifications theory on Instagram sales, the influence of sales on restaurant visits, the effect on the hospitality experience of restaurant visitors, and the extent to which it affects restaurant visitation behavior. Using structural equation modeling, this study examines the mediating effects of Instagram satisfaction and restaurant visit intention on revisit intention. This study found that the Uses and Gratifications theory suggests that satisfaction with information, convenience, and self-expression influences satisfaction with Instagram. However, satisfaction with entertainment and social interaction does not have the same effect. Satisfaction with Instagram influences visitation, intention to visit impacts the satisfaction experience and visit satisfaction influences revisitation. The findings of this study make theoretical and practical contributions by extending the application of the Uses and Gratifications (U&G) theory to the use of Instagram by restaurants, as presented in a table in the final section. Restaurant managers can utilize social media platforms to connect with customers and establish two-way communication, thereby facilitating engagement with their restaurants. When updating social media accounts, businesses should also create environments that encourage repeat visits. This can be achieved through friendly staff, high-quality food and beverage offerings, and maintaining a pleasant atmosphere and excellent service. Social media satisfaction alone may not lead to repeat visits. These results also encourage restaurant businesses to utilize Instagram accounts to meet users' needs and increase their likelihood of revisiting the restaurant.
{"title":"Digital or physical satisfaction? The effects of consumers’ digital intentions and physical experiences on revisiting the restaurants.","authors":"Merve Öksuz , Çağrı Bulut , Aykan Candemir , İsmail Bozkurt","doi":"10.1016/j.ijhm.2024.104011","DOIUrl":"10.1016/j.ijhm.2024.104011","url":null,"abstract":"<div><div>The purpose of this study is to examine the impact of consumers' digital purchasing intentions and physical experiences on their intention to revisit restaurants. The study examined the utilization of restaurants' Instagram pages within the framework of the Uses and Gratifications (U&G) theory. The study aimed to measure the impact of the Uses and Gratifications theory on Instagram sales, the influence of sales on restaurant visits, the effect on the hospitality experience of restaurant visitors, and the extent to which it affects restaurant visitation behavior. Using structural equation modeling, this study examines the mediating effects of Instagram satisfaction and restaurant visit intention on revisit intention. This study found that the Uses and Gratifications theory suggests that satisfaction with information, convenience, and self-expression influences satisfaction with Instagram. However, satisfaction with entertainment and social interaction does not have the same effect. Satisfaction with Instagram influences visitation, intention to visit impacts the satisfaction experience and visit satisfaction influences revisitation. The findings of this study make theoretical and practical contributions by extending the application of the Uses and Gratifications (U&G) theory to the use of Instagram by restaurants, as presented in a table in the final section. Restaurant managers can utilize social media platforms to connect with customers and establish two-way communication, thereby facilitating engagement with their restaurants. When updating social media accounts, businesses should also create environments that encourage repeat visits. This can be achieved through friendly staff, high-quality food and beverage offerings, and maintaining a pleasant atmosphere and excellent service. Social media satisfaction alone may not lead to repeat visits. These results also encourage restaurant businesses to utilize Instagram accounts to meet users' needs and increase their likelihood of revisiting the restaurant.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"125 ","pages":"Article 104011"},"PeriodicalIF":9.9,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142724014","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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