International Journal of Hospitality Management最新文献

英文中文

Tech at the table: Managerial insights into workforce evolution in restaurants 餐桌上的科技：对餐厅员工进化的管理见解

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-13 DOI: 10.1016/j.ijhm.2026.104604

Nirmeen M.A.A. Elmohandes , Károly Pető , Katalin Csobán , Mostafa N.M. Marghany

By integrating the technology acceptance model (TAM) and technology-organisation-environment (TOE), this study explores the factors affecting UK restaurant managers’ intentions to adopt advanced technologies and how these intentions shape the future of the restaurant workforce. Drawing on a qualitative approach, the data collection involves semi-structured interviews and field observations to provide comprehensive insights. Thematic analysis was employed to extract key themes, uncovering factors across three dimensions: technological (usefulness, ease-of-use, cost), organisational (trust, employee engagement, readiness), and environmental (brand perception, competitive pressure, labour dynamics). The analysis led to three in-depth scenarios of the workforce future: (1) human-technology interaction (HTI), (2) tech-related joblessness (TJ), and (3) unemployment and job creation paradox (UJCP). Each scenario was explored thoroughly and individually, informing strategies for workforce management. This research enhances the TAM-TOE model by providing a comprehensive insight into managerial decision-making towards technology adoption. It also offers practical workforce solutions for policymakers, enabling them to address automation challenges while supporting sustainable employment practices.

通过整合技术接受模型（TAM）和技术-组织-环境（TOE），本研究探讨了影响英国餐厅经理采用先进技术意图的因素，以及这些意图如何塑造餐厅员工的未来。数据收集采用定性方法，包括半结构化访谈和实地观察，以提供全面的见解。主题分析用于提取关键主题，揭示三个维度的因素：技术（有用性、易用性、成本）、组织（信任、员工敬业度、准备程度）和环境（品牌认知、竞争压力、劳动力动态）。通过分析，我们得出了劳动力未来的三种深度情景：(1)人机交互（HTI），(2)技术相关失业（TJ），以及(3)失业与就业创造悖论（UJCP）。每个场景都进行了全面和单独的探讨，为劳动力管理策略提供了信息。本研究通过提供对技术采用的管理决策的全面洞察，增强了TAM-TOE模型。它还为政策制定者提供了实用的劳动力解决方案，使他们能够在支持可持续就业实践的同时应对自动化挑战。

{"title":"Tech at the table: Managerial insights into workforce evolution in restaurants","authors":"Nirmeen M.A.A. Elmohandes , Károly Pető , Katalin Csobán , Mostafa N.M. Marghany","doi":"10.1016/j.ijhm.2026.104604","DOIUrl":"10.1016/j.ijhm.2026.104604","url":null,"abstract":"<div><div>By integrating the technology acceptance model (TAM) and technology-organisation-environment (TOE), this study explores the factors affecting UK restaurant managers’ intentions to adopt advanced technologies and how these intentions shape the future of the restaurant workforce. Drawing on a qualitative approach, the data collection involves semi-structured interviews and field observations to provide comprehensive insights. Thematic analysis was employed to extract key themes, uncovering factors across three dimensions: technological (usefulness, ease-of-use, cost), organisational (trust, employee engagement, readiness), and environmental (brand perception, competitive pressure, labour dynamics). The analysis led to three in-depth scenarios of the workforce future: (1) human-technology interaction (HTI), (2) tech-related joblessness (TJ), and (3) unemployment and job creation paradox (UJCP). Each scenario was explored thoroughly and individually, informing strategies for workforce management. This research enhances the TAM-TOE model by providing a comprehensive insight into managerial decision-making towards technology adoption. It also offers practical workforce solutions for policymakers, enabling them to address automation challenges while supporting sustainable employment practices.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"135 ","pages":"Article 104604"},"PeriodicalIF":8.3,"publicationDate":"2026-02-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146161738","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}

引用次数: 0

Greening hospitality: How indoor greenery and visual attention shape guest experience and sustainability perception in luxury hotels 绿色酒店：室内绿化和视觉关注如何塑造豪华酒店的客人体验和可持续性感知

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-13 DOI: 10.1016/j.ijhm.2026.104616

Jisun Lee , MiRan Kim , Eunsil Lee

As hotels increasingly implement sustainability-focused practices, integrating natural features in hotel environments has emerged as a strategic approach to enhance guest experience and environmental appeal. This study employs a multi-method research design using visual stimuli of hotel lobbies with and without indoor greenery. A between-subjects survey showed that greenery significantly increased pleasure and perceived sustainable performance, which positively affected hotel image and mediated the relationship between greenery and willingness to pay more. An experiment study incorporating eye-tracking with post-exposure surveys examined visual attention as a linking mechanism. Results revealed that greenery captured greater visual attention, which was positively associated with pleasure and perceived sustainable performance. These findings provide new insight into the potential role of greenery as a visual cue that shapes guest perceptions of sustainability and brand image. The study offers theoretical and practical contributions by showing how environmental features can influence guest experience and behavior through visual engagement.

随着酒店越来越多地实施以可持续发展为重点的实践，将自然特征融入酒店环境已成为增强客人体验和环境吸引力的一种战略方法。本研究采用多方法研究设计，利用室内绿化和不绿化的酒店大堂的视觉刺激。受试者间调查显示，绿化显著提高了顾客的愉悦感和可持续绩效，这对酒店形象产生了积极影响，并在绿化与消费意愿之间起到中介作用。一项结合眼动追踪和曝光后调查的实验研究检验了视觉注意作为一种联系机制。结果显示，绿色植物吸引了更多的视觉注意力，这与愉悦感和感知的可持续表现呈正相关。这些发现为绿色植物作为一种视觉线索的潜在作用提供了新的见解，这种视觉线索塑造了客人对可持续性和品牌形象的看法。该研究通过展示环境特征如何通过视觉参与影响客人的体验和行为，提供了理论和实践贡献。

{"title":"Greening hospitality: How indoor greenery and visual attention shape guest experience and sustainability perception in luxury hotels","authors":"Jisun Lee , MiRan Kim , Eunsil Lee","doi":"10.1016/j.ijhm.2026.104616","DOIUrl":"10.1016/j.ijhm.2026.104616","url":null,"abstract":"<div><div>As hotels increasingly implement sustainability-focused practices, integrating natural features in hotel environments has emerged as a strategic approach to enhance guest experience and environmental appeal. This study employs a multi-method research design using visual stimuli of hotel lobbies with and without indoor greenery. A between-subjects survey showed that greenery significantly increased pleasure and perceived sustainable performance, which positively affected hotel image and mediated the relationship between greenery and willingness to pay more. An experiment study incorporating eye-tracking with post-exposure surveys examined visual attention as a linking mechanism. Results revealed that greenery captured greater visual attention, which was positively associated with pleasure and perceived sustainable performance. These findings provide new insight into the potential role of greenery as a visual cue that shapes guest perceptions of sustainability and brand image. The study offers theoretical and practical contributions by showing how environmental features can influence guest experience and behavior through visual engagement.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"135 ","pages":"Article 104616"},"PeriodicalIF":8.3,"publicationDate":"2026-02-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146175457","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}

引用次数: 0

Unintended prosocial consequences of robot prevalence: The mediating role of realistic threat 机器人流行的意外亲社会后果：现实威胁的中介作用

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-12 DOI: 10.1016/j.ijhm.2026.104602

Sungwoo Choi , Jihwan Yeon

With the growing shift to service automation in the hospitality industry, robot prevalence is on the rise. Drawing on the intergroup threat theory and terror management theory, we argue that as service robots become more prevalent, consumers may become prosocial in response to a realistic threat. Additionally, we theorize that these effects will be salient among those who are employed, especially those who use artificial intelligence or robots at work. The results of four experimental studies support our hypotheses. Our findings provide practical insight into how companies can leverage such behavioral shifts among consumers to maximize the effectiveness of their prosocial initiatives.

随着酒店业越来越多地转向服务自动化，机器人的普及程度也在上升。根据群体间威胁理论和恐怖管理理论，我们认为随着服务机器人的普及，消费者可能会在面对现实威胁时变得亲社会。此外，我们的理论认为，这些影响在那些有工作的人身上会很明显，尤其是那些在工作中使用人工智能或机器人的人。四项实验研究的结果支持了我们的假设。我们的研究结果为企业如何利用消费者的这种行为转变来最大化其亲社会举措的有效性提供了实用的见解。

引用次数: 0

Enhancing employees’ change readiness for artificial intelligence (AI) adoption: The role of AI transparency 提高员工对人工智能（AI）采用的变革准备：人工智能透明度的作用

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-12 DOI: 10.1016/j.ijhm.2026.104620

Zichun Zhang , Meizhen Lin , Xing(Stella) Liu

Based on the heuristic-systematic model (HSM), this study examines how AI transparency enhances employees’ change readiness for AI adoption. Through three scenario-based experiments, this research demonstrates that AI transparency not only directly increases change readiness but also operates through two distinct psychological pathways: improving AI job role clarity and reducing discomfort. Importantly, these indirect effects are observed only under low levels of leaders’ AI symbolization. These findings offer theoretical contributions by elucidating the dual-process mechanisms underlying AI acceptance in human resource management, extend the application of HSM, and provide actionable guidance for leveraging transparency and leadership cues to improve implementation outcomes.

基于启发式系统模型（HSM），本研究考察了人工智能透明度如何提高员工对采用人工智能的变革准备。通过三个基于场景的实验，本研究表明，人工智能透明度不仅直接提高了变革准备程度，而且还通过两种不同的心理途径起作用：提高人工智能工作角色的清晰度和减少不适。重要的是，这些间接影响仅在领导者人工智能符号化水平较低的情况下才会被观察到。这些发现通过阐明人力资源管理中人工智能接受的双过程机制提供了理论贡献，扩展了HSM的应用，并为利用透明度和领导力线索改善实施结果提供了可操作的指导。

引用次数: 0

Paradoxical leadership and employee’s service innovative behavior: A moderated mediation of role-breadth self-efficacy and cognitive flexibility 矛盾型领导与员工服务创新行为：角色广度、自我效能感和认知灵活性的中介作用

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-12 DOI: 10.1016/j.ijhm.2026.104622

Kashish Madaan , Himani Sharma

Enhancing employee service innovative behavior (SIB) is a complex process shaped by workplace contradictions and paradoxes, where paradoxical leadership (PL) assumes a critical role in navigating these challenges. However, prior research has primarily overlooked the cognitive perspective in unraveling this association, indicating an inadequate understanding of the mechanisms. Filling this gap in hospitality research, this study developed a moderated mediation model utilizing the principle of triadic reciprocal determinism of social cognitive theory. This study examines role-breadth self-efficacy (RBSE) as a mediating mechanism to link PL with employees' SIB and cognitive flexibility is investigated as a boundary condition to examine the strength of relationships. Data were gathered from 433 employees working in high-end hotels and partial least squares structural equation modeling (PLS-SEM) with PROCESS was applied to analyze the results. Given the nested nature of the data (employees nested within departments and hotels), we additionally conducted multilevel robustness analyses using random-intercept mixed-effects models. Findings confirm that PL significantly improves employee SIB by fostering their RBSE. This mediating effect becomes more pronounced among employees with higher cognitive flexibility. The multilevel robustness analysis produced consistent conclusions. Our work enhances the understanding of the mediating and moderating mechanisms between PL and SIB, elucidating the underlying processes via the lens of employee self-efficacy and cognition.

提高员工服务创新行为（SIB）是一个由工作场所矛盾和悖论塑造的复杂过程，其中悖论领导（PL）在应对这些挑战方面起着关键作用。然而，先前的研究在揭示这种关联时主要忽略了认知角度，表明对机制的理解不足。为了填补这一空白，本研究利用社会认知理论的三元互惠决定论原理建立了一个有调节的中介模型。本研究考察了角色广度自我效能感（RBSE）作为员工工作绩效与工作绩效之间的中介机制，并考察了认知灵活性作为关系强度的边界条件。本研究收集了433名在高档酒店工作的员工的数据，运用PROCESS的偏最小二乘结构方程模型（PLS-SEM）对结果进行分析。考虑到数据的嵌套性质（员工嵌套在部门和酒店内），我们还使用随机截距混合效应模型进行了多层次稳健性分析。研究结果证实，PL通过培养员工的RBSE显著改善了员工的SIB。这种中介效应在认知灵活性较高的员工中更为明显。多水平稳健性分析得出了一致的结论。本研究通过对员工自我效能感和认知的视角，阐明了工作动机与工作动机之间的中介和调节机制。

{"title":"Paradoxical leadership and employee’s service innovative behavior: A moderated mediation of role-breadth self-efficacy and cognitive flexibility","authors":"Kashish Madaan , Himani Sharma","doi":"10.1016/j.ijhm.2026.104622","DOIUrl":"10.1016/j.ijhm.2026.104622","url":null,"abstract":"<div><div>Enhancing employee service innovative behavior (SIB) is a complex process shaped by workplace contradictions and paradoxes, where paradoxical leadership (PL) assumes a critical role in navigating these challenges. However, prior research has primarily overlooked the cognitive perspective in unraveling this association, indicating an inadequate understanding of the mechanisms. Filling this gap in hospitality research, this study developed a moderated mediation model utilizing the principle of triadic reciprocal determinism of social cognitive theory. This study examines role-breadth self-efficacy (RBSE) as a mediating mechanism to link PL with employees' SIB and cognitive flexibility is investigated as a boundary condition to examine the strength of relationships. Data were gathered from 433 employees working in high-end hotels and partial least squares structural equation modeling (PLS-SEM) with PROCESS was applied to analyze the results. Given the nested nature of the data (employees nested within departments and hotels), we additionally conducted multilevel robustness analyses using random-intercept mixed-effects models. Findings confirm that PL significantly improves employee SIB by fostering their RBSE. This mediating effect becomes more pronounced among employees with higher cognitive flexibility. The multilevel robustness analysis produced consistent conclusions. Our work enhances the understanding of the mediating and moderating mechanisms between PL and SIB, elucidating the underlying processes via the lens of employee self-efficacy and cognition.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104622"},"PeriodicalIF":8.3,"publicationDate":"2026-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146188451","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}

引用次数: 0

To ruminate or to communicate? The double-edged sword of customer incivility on app-based service providers’ exhaustion and helping behavior 沉思还是交流？客户不文明的双刃剑对app服务提供者的穷尽和帮助行为

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-12 DOI: 10.1016/j.ijhm.2026.104601

Beini Liu , Xinyu Zhang , Wenrui Cao

The rapid development of online food delivery services has reshaped hospitality service delivery, yet customer incivility remains a critical, understudied stressor for app-based workers. Drawing on stress and coping theory and the process model of emotion regulation, we theorize that couriers’ emotion regulation tendencies channel customer incivility into divergent coping pathways. Specifically, suppression and reappraisal moderate the effects of customer incivility through an intrapersonal route (negative work rumination) and an interpersonal route (talking about incivility). Using time-lagged, multi-source survey data from food delivery couriers (N = 421), we find that when combined with higher suppression, customer incivility exacerbates negative work rumination, which leads to decreased coworker helping and increased exhaustion. In contrast, greater reappraisal promotes talking about incivility, which enhances coworker helping and reduces exhaustion. These findings advance customer incivility and emotion regulation research by differentiating intrapersonal versus interpersonal coping mechanisms and offering practical implications for platform-based service work.

在线送餐服务的快速发展重塑了酒店服务的提供方式，但对于使用app的员工来说，顾客的不礼貌仍然是一个关键的、尚未得到充分研究的压力源。基于压力与应对理论和情绪调节过程模型，我们认为快递员的情绪调节倾向将顾客不文明行为引导为不同的应对路径。具体而言，抑制和重评价通过人际途径（消极工作反思）和人际途径（谈论不文明行为）调节顾客不文明行为的影响。通过对送餐员（N = 421）的时间滞后、多源调查数据，我们发现，当与更高的压抑相结合时，顾客的不礼貌加剧了消极的工作反思，从而导致同事帮助减少，增加了疲惫。相比之下，更大的重新评估会促进谈论不文明行为，从而增强同事的帮助并减少疲劳。这些发现通过区分内部人应对机制和人际应对机制，推进了顾客不文明行为和情绪调节研究，并为基于平台的服务工作提供了实际意义。

{"title":"To ruminate or to communicate? The double-edged sword of customer incivility on app-based service providers’ exhaustion and helping behavior","authors":"Beini Liu , Xinyu Zhang , Wenrui Cao","doi":"10.1016/j.ijhm.2026.104601","DOIUrl":"10.1016/j.ijhm.2026.104601","url":null,"abstract":"<div><div>The rapid development of online food delivery services has reshaped hospitality service delivery, yet customer incivility remains a critical, understudied stressor for app-based workers. Drawing on stress and coping theory and the process model of emotion regulation, we theorize that couriers’ emotion regulation tendencies channel customer incivility into divergent coping pathways. Specifically, suppression and reappraisal moderate the effects of customer incivility through an intrapersonal route (negative work rumination) and an interpersonal route (talking about incivility). Using time-lagged, multi-source survey data from food delivery couriers (<em>N</em> = 421), we find that when combined with higher suppression, customer incivility exacerbates negative work rumination, which leads to decreased coworker helping and increased exhaustion. In contrast, greater reappraisal promotes talking about incivility, which enhances coworker helping and reduces exhaustion. These findings advance customer incivility and emotion regulation research by differentiating intrapersonal versus interpersonal coping mechanisms and offering practical implications for platform-based service work.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104601"},"PeriodicalIF":8.3,"publicationDate":"2026-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146188449","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}

引用次数: 0

What are the real motivations for consumers to choose green hotels, green or functional? An empirical study based on WSR theory 消费者选择绿色酒店的真正动机是什么，绿色的还是功能性的？基于WSR理论的实证研究

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-09 DOI: 10.1016/j.ijhm.2026.104562

Xiao Liu, Ming-Yang Li

The sustainable development of green hotels hinges critically on consumers’ willingness to choose them. However, previous studies have frequently focused on the influence of environmentalism on consumers’ willingness to choose green hotels, overlooking the significance of general functional requirements. This study employs the Wuli, Shili, Renli (WSR) system methodology to construct a framework of influencing factors that shape consumers’ willingness to choose green hotels. Subsequently, based on survey data from 355 guests, structural equation modeling is used to empirically analyze the direction, magnitude, and interrelationships among these factors. An interesting conclusion is that the impact of health and functional requirements on consumers’ willingness to choose surpasses that of seeking green behavior. Furthermore, seeking green behavior has a greater impact on consumers’ emotional well-being than their willingness to pay a premium. Based on this, this study offers both theoretical contributions and practical implications for the sustainable development of green hotels.

绿色酒店的可持续发展关键取决于消费者的选择意愿。然而，以往的研究往往侧重于环保主义对消费者选择绿色酒店意愿的影响，忽视了一般功能需求的重要性。本研究采用WSR （Wuli, Shili, Renli）系统方法论，构建了消费者选择绿色酒店意愿的影响因素框架。随后，基于355位客人的调查数据，运用结构方程模型对这些因素之间的方向、大小和相互关系进行实证分析。一个有趣的结论是，健康和功能要求对消费者选择意愿的影响超过了寻求绿色行为的影响。此外，寻求绿色行为对消费者情感健康的影响大于他们支付溢价的意愿。基于此，本研究对绿色酒店的可持续发展具有理论贡献和实践意义。

{"title":"What are the real motivations for consumers to choose green hotels, green or functional? An empirical study based on WSR theory","authors":"Xiao Liu, Ming-Yang Li","doi":"10.1016/j.ijhm.2026.104562","DOIUrl":"10.1016/j.ijhm.2026.104562","url":null,"abstract":"<div><div>The sustainable development of green hotels hinges critically on consumers’ willingness to choose them. However, previous studies have frequently focused on the influence of environmentalism on consumers’ willingness to choose green hotels, overlooking the significance of general functional requirements. This study employs the Wuli, Shili, Renli (WSR) system methodology to construct a framework of influencing factors that shape consumers’ willingness to choose green hotels. Subsequently, based on survey data from 355 guests, structural equation modeling is used to empirically analyze the direction, magnitude, and interrelationships among these factors. An interesting conclusion is that the impact of health and functional requirements on consumers’ willingness to choose surpasses that of seeking green behavior. Furthermore, seeking green behavior has a greater impact on consumers’ emotional well-being than their willingness to pay a premium. Based on this, this study offers both theoretical contributions and practical implications for the sustainable development of green hotels.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104562"},"PeriodicalIF":8.3,"publicationDate":"2026-02-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146146637","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}

引用次数: 0

Conceptualizing social dynamic capabilities: Contextual embeddedness in hospitality industry 概念化社会动态能力：酒店业的情境嵌入性

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-09 DOI: 10.1016/j.ijhm.2026.104595

Álvaro Dias , Laura Zizka , Shaniel Bernard , Manisha Singal , Jo Ann Ho

This study introduces the concept of Social Dynamic Capabilities to address the growing need for hospitality organizations to align business strategies with social sustainability goals. Employing a grounded theory approach, we develop propositions and a conceptual framework delineating social dynamic capabilities from the broader concept of dynamic capabilities. Our research was conducted in two phases: an exploratory phase to identify core skills and practices for social dynamic capabilities and a confirmatory phase to refine the framework. The findings underscore the importance of stakeholder collaboration and community involvement in the operationalization of social dynamic capabilities, leading to the concept of Collaborative Social Transformation. Our study advances the dynamic capabilities framework by extending it into the social domain and providing a practical framework for implementation. This study provides a new perspective on integrating social sustainability issues into long-term organizational practices.

本研究引入了社会动态能力的概念，以解决酒店组织日益增长的需求，使业务战略与社会可持续发展目标保持一致。采用扎根理论的方法，我们从更广泛的动态能力概念出发，提出了描述社会动态能力的命题和概念框架。我们的研究分两个阶段进行：探索阶段，确定社会动态能力的核心技能和实践；验证阶段，完善框架。研究结果强调了利益相关者协作和社区参与对社会动态能力运作化的重要性，从而引出了协作社会转型的概念。我们的研究通过将动态能力框架扩展到社会领域并提供实施的实用框架来推进动态能力框架。本研究为将社会可持续性问题纳入长期组织实践提供了新的视角。

引用次数: 0

Bridging hospitality and healthcare: A data-driven approach to leveraging service excellence for improved patient satisfaction 连接酒店服务和医疗保健：一种数据驱动的方法，利用卓越的服务来提高患者满意度

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-07 DOI: 10.1016/j.ijhm.2026.104599

Sreejith R. , Sinimole K.R. , Siva Shankar S. , Bhuvan Unhelkar

This study examines how healthcare service quality and patient satisfaction interrelate to quantify provider-level, aspect-specific signals and validate their association with overall satisfaction and perceived care quality. The purpose is to inform healthcare managers and policymakers on enhancing service delivery from a patient-centered perspective. Data were drawn from over 12,000 patient reviews from 209 multi-specialty hospitals in India, collected from MouthShut.com. A mixed-methods approach was employed, combining quantitative and qualitative analyses. Regression models based on Donabedian's framework assessed how infrastructure and staff attitude influence overall satisfaction and perceived quality of care. In parallel, advanced text analysis methods, including topic modeling and aspect-level sentiment analysis, were used to extract patient experience dimensions and evaluate their association with satisfaction and perceived quality outcomes. The findings guided the conceptual development of the CARE framework (Comprehensive Approach for Resilient and Empowered healthcare). CARE integrates service management and clinical quality dimensions to offer a hospitality-informed perspective on healthcare service excellence. This research contributes to theory and practice by proposing an integrative, empirically informed conceptual framework that links Donabedian's model, PREMs, and hospitality-inspired service dimensions, thereby providing a theoretically grounded basis for future quality improvement research in healthcare.

本研究考察了医疗保健服务质量和患者满意度如何相互关联，以量化提供者水平、特定方面的信号，并验证它们与总体满意度和感知护理质量的关联。目的是从以患者为中心的角度出发，告知医疗保健管理人员和决策者如何加强服务提供。数据来自印度209家多专科医院的12,000多份患者评论，收集自MouthShut.com。采用定量与定性相结合的混合分析方法。基于Donabedian框架的回归模型评估了基础设施和员工态度如何影响整体满意度和感知护理质量。同时，采用先进的文本分析方法，包括主题建模和方面级情感分析，提取患者体验维度，并评估其与满意度和感知质量结果的关联。调查结果指导了CARE框架（弹性和赋权医疗保健综合方法）的概念发展。CARE整合了服务管理和临床质量维度，以提供卓越医疗保健服务的酒店知情视角。本研究通过提出一个综合的、经验丰富的概念框架，将Donabedian的模型、PREMs和热情好客的服务维度联系起来，从而为未来医疗保健质量改进研究提供理论基础，从而对理论和实践做出了贡献。

{"title":"Bridging hospitality and healthcare: A data-driven approach to leveraging service excellence for improved patient satisfaction","authors":"Sreejith R. , Sinimole K.R. , Siva Shankar S. , Bhuvan Unhelkar","doi":"10.1016/j.ijhm.2026.104599","DOIUrl":"10.1016/j.ijhm.2026.104599","url":null,"abstract":"<div><div>This study examines how healthcare service quality and patient satisfaction interrelate to quantify provider-level, aspect-specific signals and validate their association with overall satisfaction and perceived care quality. The purpose is to inform healthcare managers and policymakers on enhancing service delivery from a patient-centered perspective. Data were drawn from over 12,000 patient reviews from 209 multi-specialty hospitals in India, collected from MouthShut.com. A mixed-methods approach was employed, combining quantitative and qualitative analyses. Regression models based on Donabedian's framework assessed how infrastructure and staff attitude influence overall satisfaction and perceived quality of care. In parallel, advanced text analysis methods, including topic modeling and aspect-level sentiment analysis, were used to extract patient experience dimensions and evaluate their association with satisfaction and perceived quality outcomes. The findings guided the conceptual development of the CARE framework (Comprehensive Approach for Resilient and Empowered healthcare). CARE integrates service management and clinical quality dimensions to offer a hospitality-informed perspective on healthcare service excellence. This research contributes to theory and practice by proposing an integrative, empirically informed conceptual framework that links Donabedian's model, PREMs, and hospitality-inspired service dimensions, thereby providing a theoretically grounded basis for future quality improvement research in healthcare.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104599"},"PeriodicalIF":8.3,"publicationDate":"2026-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146135463","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}

引用次数: 0

From humans to objects: The impact of service robots on employees’ objectification of others in the hospitality workplace 从人到物：服务机器人对酒店工作场所员工对他人物化的影响

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-02-07 DOI: 10.1016/j.ijhm.2026.104597

Bin Li , Xi Y. Leung , Yingxin Huo , Liyu Yang

The hospitality industry has increasingly integrated robots into its workforce to enhance service delivery. This study examines the impact of robot anthropomorphism on employees’ objectification of colleagues in hospitality workplaces by drawing on social categorization theory and the social amplification of risk framework. One cross-sectional survey and five experiments were conducted to collect data from current hospitality employees. The results reveal that heightened robot anthropomorphism leads to increased robot risk awareness among hospitality employees, subsequently exacerbating workplace objectification. However, this negative effect can be mitigated if the robot is perceived as a helper (vs. substitute), or if employees engage in self-affirmation practices. The findings contribute to existing literature by deepening the understanding of workplace objectification in the context of automation and offer valuable insights into the effective design and implementation of robots in hospitality settings.

酒店业越来越多地将机器人集成到其员工队伍中，以提高服务质量。本研究利用社会分类理论和风险的社会放大框架，考察了机器人拟人化对酒店工作场所员工对象化同事的影响。通过一项横断面调查和五项实验收集了当前酒店员工的数据。结果表明，机器人拟人化程度的提高导致酒店员工对机器人的风险意识提高，从而加剧了工作场所的物化。然而，如果机器人被视为一个帮手（而不是替代品），或者如果员工参与自我肯定的实践，这种负面影响可以减轻。研究结果通过加深对自动化背景下工作场所物化的理解，为现有文献做出了贡献，并为酒店环境中机器人的有效设计和实施提供了宝贵的见解。

引用次数: 0

首页上一页

下一页尾页

类型

全部化学•材料生命科学医学物理工程技术环境•农林材料科学地球科学法学管理学化学环境科学与生态学计算机科学教育学经济学农林科学人文科学生物学数学物理与天体物理心理学综合性期刊其他工业工程理学历史学农学文学信息工程

数据库

全部 ACS Publications Elsevier ieeexplore Springer The Royal Society of Chemistry Wiley

期刊

International Journal of Hospitality Management

全部 Acc. Chem. Res. ACS Applied Bio Materials ACS Appl. Electron. Mater. ACS Appl. Energy Mater. ACS Appl. Mater. Interfaces ACS Appl. Nano Mater. ACS Appl. Polym. Mater. ACS BIOMATER-SCI ENG ACS Catal. ACS Cent. Sci. ACS Chem. Biol. ACS Chemical Health & Safety ACS Chem. Neurosci. ACS Comb. Sci. ACS Earth Space Chem. ACS Energy Lett. ACS Infect. Dis. ACS Macro Lett. ACS Mater. Lett. ACS Med. Chem. Lett. ACS Nano ACS Omega ACS Photonics ACS Sens. ACS Sustainable Chem. Eng. ACS Synth. Biol. Anal. Chem. BIOCHEMISTRY-US Bioconjugate Chem. BIOMACROMOLECULES Chem. Res. Toxicol. Chem. Rev. Chem. Mater. CRYST GROWTH DES ENERG FUEL Environ. Sci. Technol. Environ. Sci. Technol. Lett. Eur. J. Inorg. Chem. IND ENG CHEM RES Inorg. Chem. J. Agric. Food. Chem. J. Chem. Eng. Data J. Chem. Educ. J. Chem. Inf. Model. J. Chem. Theory Comput. J. Med. Chem. J. Nat. Prod. J PROTEOME RES J. Am. Chem. Soc. LANGMUIR MACROMOLECULES Mol. Pharmaceutics Nano Lett. Org. Lett. ORG PROCESS RES DEV ORGANOMETALLICS J. Org. Chem. J. Phys. Chem. J. Phys. Chem. A J. Phys. Chem. B J. Phys. Chem. C J. Phys. Chem. Lett. Analyst Anal. Methods Biomater. Sci. Catal. Sci. Technol. Chem. Commun. Chem. Soc. Rev. CHEM EDUC RES PRACT CRYSTENGCOMM Dalton Trans. Energy Environ. Sci. ENVIRON SCI-NANO ENVIRON SCI-PROC IMP ENVIRON SCI-WAT RES Faraday Discuss. Food Funct. Green Chem. Inorg. Chem. Front. Integr. Biol. J. Anal. At. Spectrom. J. Mater. Chem. A J. Mater. Chem. B J. Mater. Chem. C Lab Chip Mater. Chem. Front. Mater. Horiz. MEDCHEMCOMM Metallomics Mol. Biosyst. Mol. Syst. Des. Eng. Nanoscale Nanoscale Horiz. Nat. Prod. Rep. New J. Chem. Org. Biomol. Chem. Org. Chem. Front. PHOTOCH PHOTOBIO SCI PCCP Polym. Chem.

﹀