International Journal of Hospitality Management最新文献

With the exception of the most recent years following the global pandemic, hospitality and tourism-related research specifically examining worker safety, health, and well-being has not been a topic at the forefront in the discipline. Pre-pandemic studies investigating worker well-being frequently used dependent variables such as job satisfaction, turnover intention, and organizational commitment as proxies. The purpose of this research was to identify the gaps in occupational safety, health, and well-being priorities within the contemporary hospitality and tourism and adjacent literature. Utilizing a content analysis of 531 academic journal articles reduced from 4170 originally mined, 11,109 coded segments formed 9 clusters in which 3 overarching themes emerged. Based on the emergent themes, an interdisciplinary research framework adapted from Sorensen et al. (2016) and Peters et al. (2020) is proposed to improve the design and inclusion of occupational safety, health, and well-being constructs in future hospitality and tourism management research.

This paper analyses returns to scale, productivity growth and its decomposition in the Spanish hotel industry (period 1997–2019). To do so, we consider that hotels can have technological heterogeneity and, therefore, parameters in their production function can differ between them. Also, we use a multiple input and output production function based on an output distance stochastic frontier approach with random parameters in a Bayesian framework. Results indicate that the percentage of hotels working under increasing returns to scale decreased during the period considered. Furthermore, productivity growth was low, indicating signs of stagnation. Efficiency change appears to be the main driving force behind productivity growth, although technical change had a positive effect on productivity after the start of the global financial crisis. Several practical implications are proposed based on these results.

This study explores the development of a calling by hospitality employees during extreme events. Despite the importance of a calling in the hospitality industry, the process of its cultivation has not been explored. Using event system theory and research on sensegiving and sensemaking, we explore the evolution of employee perceptions of an extreme event and the impact of this evolution on the development of a calling. Our interviews with hotel employees who worked during a lockdown due to COVID-19 demonstrate that extreme events can stimulate and develop a calling among employees, particularly when their perceptions of the event converge. This study contributes to the literature on hospitality and organizational behavior by revealing that an extreme event can shape, transmit, and communalize a calling among employees.

This study examined three phases of a pandemic for changes in demand for safety measures implemented by the hospitality industry. Findings suggested that as demands for safety changed over the different phases, the interplay between safety compliance and the three pillars of the Social Impact theory became more pronounced. Results found that health and hygiene practices became significantly more influential in travel decisions, while contactless technology maintained a negative impact on the immediacy of future travel intention. In contrast, crisis messaging had an increasingly positive impact, exacerbated by political polarization and perceptions. The relevance of physical distancing in travel decisions showed no statistical significance, most likely due to "caution fatigue", improved industry safety protocols, and a focus shift towards vaccination. Meanwhile, the role of personal protection equipment in travel planning evolved, starting strong but decreasing in importance as vaccines took prominence and travelers adapted to new norms.

This research delves into the evolving landscape of corporate identity and its interplay with corporate reputation. To construct a relevant corporate identity scale, we relied on the existing literature and conducted comprehensive interviews with personnel in the hospitality and tourism, and retail sectors. We then gathered survey responses from 690 individuals in hospitality and tourism, and 649 in retail, to evaluate the corporate identity scale's dimensions and its link to corporate reputation. Our findings validate the proposed model, highlighting that corporate reputation is significantly shaped by various facets of corporate identity. Notably, empowerment directly influences corporate reputation, while elements like corporate purpose, strategy, culture, and a climate fostering inclusion and diversity have an indirect impact. The study underscores the importance of cultivating an inclusive, supportive workplace that prioritizes employee well-being and empowerment, thus underscoring employees’ pivotal role in enhancing an organization's reputation.

Integrating the model of proactive motivation and self-verification theory, this study investigates the conditional indirect effect of internal locus of control (ILC) and general self-efficacy (GSE) on the association between empowering leadership (EL) and proactive customer service performance (PCSP) via intrinsic motivation (IM). Using two samples of 860 employees from two separate studies, the findings show that service employees are empowered unequally. Further, the levels of IM and PCSP differ when dealing with EL, which depends on GSE and ILC. EL training for service leaders is not the only way to boost frontline employee empowerment and improve their IM and performance. This study offers novel and practical applications to address these challenges in the service industry.

How do consumers respond to over-service behaviors in restaurants? Based on the transactional theory of stress and coping, this research investigates the negative effects of over-service on restaurant consumers. A cross-sectional study and two experimental studies were conducted. The results revealed that over-service can become a stressor, intensifying consumers’ perceived service stress and exerting negative impacts on their satisfaction and revisit intention. Furthermore, these effects were moderated by a desire for control. When encountering over-service, consumers with a high desire for control showed heightened perceived service stress, resulting in lower satisfaction and revisit intention. Conversely, for consumers with a low desire for control, these effects were attenuated. This research introduces a fresh theoretical lens to view over-service and offers practical managerial recommendations for enhancing service quality in the foodservice industry.

Technological disruptions, health crises, persistent labour issues, and demographic shifts have elevated the importance of RAISA (robots, artificial intelligence, and service automation), and Generation Z for hospitality organisations. This study reviews 81 peer-reviewed articles using bibliometrics, quantitative frequency, and qualitative thematic analysis to examine Generation Z's engagement with RAISA in hospitality services. The findings highlight the increasing prevalence of service robots in hospitality sectors, with other AI and smart technologies remaining underexplored. While prior studies focused on Generation Z consumers' RAISA usage intentions, they overlooked the perspectives of Generation Z employees and hospitality operators. Furthermore, prior studies were mostly quantitative and geographically constrained, and focused on examining existing technology acceptance models, thereby lacking cross-cultural, in-depth, and mixed-methods exploration. Accordingly, this review paper proposes future research directions, and a novel service encounter paradigm. The paper also suggests hospitality operators proactively adopt RAISA technologies and prioritise Generation Z to aid sustainable operations.

Hospitableness within healthcare settings is increasingly recognized in the literature. However, despite the significance of electronic word-of-mouth (eWOM) behaviour, our understanding of how hospitableness influences patient perceptions and behaviours remains limited. This study utilizes fairness heuristic theory as a theoretical framework to assess how hospitableness affects patients' eWOM behaviour and explores the mediating role of perceived overall fairness (POF) and the moderating roles of treatment effectiveness and disease severity. Using data collected from 387 patients, the results reveal that hospitableness significantly enhances patients' eWOM behaviour. POF mediated the relationship between hospitableness and patients' eWOM behaviour. Furthermore, treatment effectiveness and disease severity negatively moderate the influence of hospitableness on POF. This study has both theoretical and practical implications for healthcare service management.

This study explores how resilient leadership impacts employee resilience during crises, drawing from self-determination theory and substitute for leadership model. It establishes a conceptual model wherein resilient leadership influences employee resilience through mediators: felt responsibility, belief restoration, and calling, moderated by environmental dynamism. Surveying 67 tourism and hospitality firms yielded 2422 valid responses. Results indicate that resilient leadership positively affects employee resilience, mediated by felt responsibility, belief restoration, and calling. Environmental dynamism, a contextual factor, moderates resilient leadership effectiveness, showing an inverted U-shaped pattern—initially strengthening followed by weakening. This research reveals the psychological pathways connecting resilient leadership with employee resilience and elucidates environmental dynamism’s role in substituting resilient leadership’s impact, guiding development of resilience-focused leadership strategies for tourism and hospitality firms.