International Journal of Hospitality Management最新文献

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Minimizing hotel employees’ negative responses to adverse change practices: The application of attribution theory 尽量减少酒店员工对不利变革做法的负面反应：归因理论的应用

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

International Journal of Hospitality Management

Pub Date : 2024-11-01 DOI: 10.1016/j.ijhm.2024.103984

Junbang Lan , Chi-Sum Wong , Iris D. Zhang , Kelly Z. Peng , Zui Lan

Hospitality organizations need to make changes from time to time, which usually result in adverse human resource (HR) practices, such as readjustments to job duties or salary cuts. To reduce negative employee responses to these adverse practices, scholars suggest the important role of change communication. However, it remains unclear how change communication can alter employees’ cognition to minimize their negative responses. Drawing on the HR attribution theory, we hypothesize that high-quality change communication can reduce employees’ turnover intentions through well-being attribution. We further argue that this indirect effect depends on the seriousness of the negative impact on employees. We test this moderated mediation model with two waves of time-lagged data from 223 employees of a hotel in Hong Kong when it had to implement a no-pay leave program due to a renovation project. The results provide support for our proposed model. Important implications for hotel practitioners are discussed.

酒店业组织需要不时进行变革，这通常会导致不利的人力资源（HR）做法，如重新调整工作职责或减薪。为了减少员工对这些不利做法的负面反应，学者们建议变革沟通发挥重要作用。然而，目前仍不清楚变革沟通如何改变员工的认知，从而将其负面反应降至最低。借鉴人力资源归因理论，我们假设高质量的变革沟通可以通过福利归因减少员工的离职意向。我们进一步认为，这种间接效应取决于员工所受负面影响的严重程度。我们利用香港一家酒店的 223 名员工的两波时滞数据对这一调节中介模型进行了检验，当时该酒店因翻新项目而不得不实施无薪休假计划。结果为我们提出的模型提供了支持。本文还讨论了对酒店从业人员的重要启示。

引用次数: 0

Exploring MCI and TPB in the context of self-driving robot food delivery services: A cross-national study 探索自动驾驶机器人送餐服务背景下的 MCI 和 TPB：一项跨国研究

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

International Journal of Hospitality Management

Pub Date : 2024-10-31 DOI: 10.1016/j.ijhm.2024.103967

Heather (Markham) Kim, Jinsoo Hwang

This study assesses the relationships between motivated consumer innovativeness and the theory of planned behavior in order to gain a better understanding of self-driving robot food delivery services. Moreover, country development status was propositioned in order to moderate the relationships between motivated consumer innovativeness and attitude. The data was collected from 315 South Korean consumers in Korea, which is a developed country, and 308 Mongolian consumers in Mongolia, which is a developing country, and they were analyzed. The results showed that functionally and cognitively motivated consumer innovativeness had an impact on attitude for both the Korean and Mongolian consumers. Hedonically motivated consumer innovativeness affected attitude for the Korean consumers, and socially motivated consumer innovativeness influenced attitude for the Mongolian customers. Attitude, subjective norm, and perceived behavioral control had causal relationships with behavioral intentions in both samples. Lastly, country development status had a moderating effect with the relationship between functionally motivated consumer innovativeness and attitude.

本研究评估了消费者创新动机与计划行为理论之间的关系，以便更好地了解自驾车机器人送餐服务。此外，为了缓和消费者创新动机与态度之间的关系，还对国家发展状况进行了预测。研究收集了发达国家韩国的 315 名韩国消费者和发展中国家蒙古的 308 名蒙古消费者的数据，并对其进行了分析。结果显示，功能性和认知性消费创新对韩国和蒙古消费者的态度都有影响。对韩国消费者而言，享乐动机的消费创新对态度有影响，而对蒙古消费者而言，社会动机的消费创新对态度有影响。在两个样本中，态度、主观规范和感知行为控制与行为意向都有因果关系。最后，国家发展状况对功能性消费创新与态度之间的关系有调节作用。

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引用次数: 0

Attributes of satisfaction and dissatisfaction with online travel experiences in peer-to-peer platforms 点对点平台中在线旅游体验的满意度和不满意度属性

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

International Journal of Hospitality Management

Pub Date : 2024-10-31 DOI: 10.1016/j.ijhm.2024.103972

Seunghun Shin , Yoohee Hwang , Taekyung Kim

While tourists have traditionally used peer-to-peer platforms for accommodation and dining, they can now also access travel experiences through these platforms thanks to a new product: online travel experiences. With the emergence of this product, a fundamental understanding of its key attributes and their impact on user satisfaction is essential. However, such understanding has been rarely explored. This research aims to address the knowledge gap by understanding Airbnb Online Experiences from the perspective of tourists' satisfaction. Utilizing the Kano model, this study identifies six key attributes of Airbnb Online Experiences and analyzes their dynamic effects on tourist satisfaction through aspect extraction and regression analysis of online reviews. This research highlights how the relationship between these attributes and tourist satisfaction evolved during the COVID-19 pandemic. This study serves as a reference for future research on online travel experiences by elucidating the components of this emerging product.

传统上，游客通过点对点平台获取住宿和餐饮信息，而现在他们也可以通过这些平台获取旅游体验，这要归功于一种新产品：在线旅游体验。随着这种产品的出现，从根本上了解其关键属性及其对用户满意度的影响至关重要。然而，对这种理解的探索却很少。本研究旨在从游客满意度的角度来了解 Airbnb 在线体验，从而填补知识空白。利用卡诺模型，本研究确定了 Airbnb 在线体验的六个关键属性，并通过对在线评论的方面提取和回归分析，分析了它们对游客满意度的动态影响。本研究强调了在 COVID-19 大流行期间，这些属性与游客满意度之间的关系是如何演变的。本研究阐明了在线旅游体验这一新兴产品的构成要素，为今后在线旅游体验的研究提供了参考。

引用次数: 0

B&B host work-life balance and customer online self- disclosure: A cross-level mediation effect of work vigor 民宿主人工作与生活的平衡以及顾客在线自我披露：工作活力的跨层次中介效应

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

International Journal of Hospitality Management

Pub Date : 2024-10-30 DOI: 10.1016/j.ijhm.2024.103953

Chen-Ju Lin , Chia-Yen Wu , David Pauleen

This study, based on conservation-of-resources theory and self-disclosure perspective, establishes and validates a theoretical framework that contributes domain knowledge to micro-scale hospitality management. Empirical data were collected from 109 bedand-breakfast (B&B) hosts and their 528 dyadic customers in east Taiwan. Our findings indicate that the cross-level mediation effect of B&B host work vigor can mediate the relationship between B&B host work-life balance and customer satisfaction. Efforts by B&B owners to improve work-life balance could have practical implications including greater family support and more satisfied B&B customers. These satisfied customers will make more recommendations to their online followers, and tend to play the role of opinion leader thorough self-disclosures of their photos, opinions, evaluations and stories about their B&B stays to their social media friends and the B&B’s potential customers. This study contributes to the validation of cross-level causality relationships between B&B operators’ work-life balance and customers’ electronic word-of-mouth behaviors.

本研究以资源保护理论和自我披露视角为基础，建立并验证了一个理论框架，为微观酒店管理贡献了领域知识。实证数据收集自台湾东部的 109 家民宿（B&B）主人及其 528 位二元顾客。我们的研究结果表明，民宿主人工作活力的跨层次中介效应可以调节民宿主人工作与生活平衡和顾客满意度之间的关系。餐饮业主为改善工作与生活的平衡所做的努力可能会产生实际影响，包括更多的家庭支持和更多满意的餐饮业主顾客。这些满意的顾客会向他们的在线追随者推荐更多的产品，并倾向于扮演意见领袖的角色，向他们的社交媒体朋友和 B&B 的潜在顾客自我披露他们在 B&B 住宿期间的照片、意见、评价和故事。本研究有助于验证 B&B经营者的工作与生活平衡与顾客电子口碑行为之间的跨层次因果关系。

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引用次数: 0

Patterns of host territoriality and implications for P2P accommodation guest experience 东道主的地域性模式及其对 P2P 住宿客人体验的影响

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

International Journal of Hospitality Management

Pub Date : 2024-10-28 DOI: 10.1016/j.ijhm.2024.103959

Yuan Wang , Huimin Liu

Peer-to-peer (P2P) accommodation hosts exhibit diverse territorial behaviors in their interactions with guests. Combinations of these behaviors can distinctly affect guest experience. Using latent profile analysis, this paper identified subpopulations of P2P accommodation guests who share common perceptions of host territoriality. Results from three studies consistently revealed a trio of host territoriality patterns: low-territorial, access-limiting, and intrusive, which were differentially associated with guest experiences, including host evaluation, satisfaction, and revisit intention. Guests who experienced the access-limiting or intrusive pattern reported significantly less favorable attitudes toward their hosts and overall experiences, compared with those who experienced the low-territorial pattern. Psychological ownership and perceived control were found to mediate the influence of host territoriality patterns on guest experience. The findings of this research provide robust insight into the heterogeneity of host territoriality and shed light on service provision in P2P accommodation.

点对点（P2P）住宿的主人在与客人的互动中表现出多种多样的领地行为。这些行为的组合会明显影响客人的体验。通过潜在特征分析，本文确定了 P2P 住宿客人中对房东地域性有共同看法的亚群。三项研究的结果一致揭示了三种房东地域性模式：低地域性、限制访问性和侵入性，它们与客人的体验（包括房东评价、满意度和重游意向）有着不同的关联。与低领地模式的客人相比，经历过限制性或侵入性模式的客人对主人的态度和总体体验的好感度明显较低。研究发现，心理所有权和感知控制可以调节主人领地模式对客人体验的影响。这项研究的结果有力地揭示了房东地域性的异质性，并为 P2P 住宿服务的提供提供了启示。

引用次数: 0

A study of employee attitudes towards AI, its effect on sustainable development goals and non-financial performance in independent hotels 独立酒店员工对人工智能的态度及其对可持续发展目标和非财务绩效的影响研究

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

International Journal of Hospitality Management

Pub Date : 2024-10-28 DOI: 10.1016/j.ijhm.2024.103987

Maria Jesus Jerez-Jerez

This study explores the effect of hotel employees' readiness for and acceptance of Artificial Intelligence (AI), on hotels’ adoption of AI, and its subsequent impact on achieving Sustainable Development Goals (SDGs), as well as impact on non-financial performance (NFP), within the U.S. independent hotel sector. A novel survey instrument was devised, validated and administered to 1600 employees in independent hotels across the United States. Structural Equation Modelling (SEM) was employed to test the hypotheses derived from a conceptual framework. The results confirmed that employee readiness and acceptance of AI significantly affects AI and SDG adoption, and also positively impacted NFP metrics such as employee optimism, satisfaction and engagement. The study finds evidence of a pathway from employee engagement with AI to greater SDG adoption, and in turn, enhanced NFP. This highlights the significance of leveraging employee attitudes toward AI for more sustainable and effective performance in the hospitality sector.

本研究探讨了在美国独立酒店业中，酒店员工对人工智能（AI）的准备程度和接受程度对酒店采用人工智能的影响，及其对实现可持续发展目标（SDGs）的后续影响，以及对非财务绩效（NFP）的影响。我们设计、验证了一种新颖的调查工具，并对全美独立酒店的 1600 名员工进行了调查。研究采用了结构方程模型（SEM）来检验从概念框架中得出的假设。结果证实，员工对人工智能的准备程度和接受程度极大地影响了人工智能和可持续发展目标的采用，同时也对员工的乐观度、满意度和参与度等 NFP 指标产生了积极影响。研究发现，有证据表明，从员工对人工智能的参与到更多人采用可持续发展目标，反过来又增强了国家联络点。这凸显了利用员工对人工智能的态度来提高酒店业可持续和有效绩效的重要性。

引用次数: 0

From click to cuisine: Unpacking the interplay of online food delivery services through barriers, trust, post-usage usefulness, and moral obligation 从点击到美食：通过障碍、信任、使用后的实用性和道德义务，解读在线送餐服务的相互作用

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

International Journal of Hospitality Management

Pub Date : 2024-10-24 DOI: 10.1016/j.ijhm.2024.103961

Babak Taheri , Diptiman Banerji , Mosharrof Hosen , Gagan Deep Sharma

Online food delivery (OFD) has gained popularity because of rapid urbanization and busy lifestyles of individuals in the last decade. Nevertheless, despite the surging fame and significance of OFD, certain gaps in research demand attention. Thus, this study aims to examine comprehensive barriers (economic, efficiency, experience), trust, post-usage usefulness, loyalty, and electronic word-of-mouth (e-WoM) within OFD services. It also considers the moderating effect of moral obligation on the relationship between these concepts. PLS-SEM was employed for data analysis (n=650). The findings of the study indicate that barriers related to economic, efficiency, and user experience have a significant and detrimental impact on trust, the utility of the service after usage, electronic word-of-mouth (e-WoM), and loyalty in the context of adopting online food delivery (OFD) services. The findings contribute to a better understanding of consumers’ perception of OFD. Several theoretical and practical implications were offered.

近十年来，随着城市化进程的加快和人们忙碌的生活方式，网上送餐（OFD）越来越受欢迎。然而，尽管网上送餐的名气越来越大，意义也越来越重要，但仍有一些研究空白需要关注。因此，本研究旨在考察对外数据服务中的综合障碍（经济、效率、体验）、信任、使用后有用性、忠诚度和电子口碑（e-WoM）。研究还考虑了道德义务对这些概念之间关系的调节作用。数据分析采用了 PLS-SEM（n=650）。研究结果表明，与经济、效率和用户体验有关的障碍对信任、使用后的服务效用、电子口碑（e-WoM）和采用网上送餐（OFD）服务时的忠诚度有重大不利影响。研究结果有助于更好地了解消费者对在线送餐服务的看法。研究还提出了一些理论和实践意义。

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引用次数: 0

Customizing customer journey in hotels: A focus on human touch 在酒店定制顾客旅程：注重人情味

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

International Journal of Hospitality Management

Pub Date : 2024-10-23 DOI: 10.1016/j.ijhm.2024.103956

Soey Sut Ieng Lei , Don Wu , Gus Guanrong Liu , Rob Law

There are criticisms that the hospitality industry has lost its human touch as a competitive edge. While previous studies have examined how high-touch customer experiences should be provided, their recommendations are often related to humanizing service employees and technologies. It remains unclear how human touch should be better leveraged and incorporated into service design to enhance customer experience throughout the customer journey. This study explores how hotel service encounters could be tailored to customers with varying needs for human interactions. Using multigroup and importance-performance map analyses, customer experiences reflecting different levels of human touch were compared across critical service encounters throughout the guest cycle. The findings identify the service encounters where human touch is particularly important, recognize the characteristics of customers who desire a higher level of human touch, and provide explanations of the underlying reasons. Follow-up interviews were conducted to complement the quantitative results. These analyses collectively provide a comprehensive explanation of how high-touch service should be provided in hotels.

有人批评说，酒店业已经失去了作为竞争优势的人情味。虽然以往的研究探讨了如何提供高接触度的客户体验，但其建议往往与服务员工和技术的人性化有关。至于如何更好地利用人情味并将其融入服务设计，从而在整个顾客旅程中提升顾客体验，目前仍不清楚。本研究探讨了如何根据顾客对人性化互动的不同需求来定制酒店服务。通过多组分析和重要性-绩效图分析，比较了在整个顾客周期的关键服务接触中反映不同程度的人性化接触的顾客体验。研究结果确定了人情味特别重要的服务场合，认识到了渴望更高水平人情味的顾客的特点，并解释了其根本原因。为补充量化结果，还进行了后续访谈。这些分析为酒店如何提供高接触服务提供了全面的解释。

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引用次数: 0

Can esports help with hospitality marketing for Generation Z? The interaction of esports, novelty seeking, and subjective knowledge 电竞能否帮助 Z 世代开展酒店营销？电竞、寻求新奇和主观知识的相互作用

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

International Journal of Hospitality Management

Pub Date : 2024-10-22 DOI: 10.1016/j.ijhm.2024.103963

Minyi Zhang , Jun (Justin) Li , Xi Li

Despite the recent global rise of esports and its growing connection with the tourism and hospitality industries, few scholars have focused on this area. This study adopts an experimental approach to explore whether and how the presence of esports elements in hotels influences the consumption intention of Generation Z. The presence (vs. absence) of esports elements in hotels evokes a positive sense of coolness, innovative perception, and patronage intention among Generation Z. Moreover, the results indicate that individuals with high (vs. low) novelty-seeking traits and strong (vs. weak) subjective knowledge are more likely to have positive customer outcomes. These findings contribute to the literature on cross-domain spillover between esports and hospitality and offer practical advice for hotels seeking to attract younger generations while enhancing our understanding of marketing innovation in the hospitality industry.

尽管最近电竞运动在全球范围内兴起，而且与旅游业和酒店业的联系日益密切，但很少有学者关注这一领域。本研究采用实验方法来探讨酒店中电竞元素的存在是否以及如何影响 Z 世代的消费意向。酒店中电竞元素的存在（与不存在）会唤起 Z 世代的积极酷感、创新感和光顾意向。此外，研究结果表明，具有高（与低）寻求新奇特质和强（与弱）主观知识的个体更有可能获得积极的顾客结果。这些研究结果为电竞与酒店业之间跨领域溢出效应的文献做出了贡献，并为酒店吸引年轻一代提供了实用建议，同时加深了我们对酒店业营销创新的理解。

引用次数: 0

Consumers’ willingness to use the Metaverse for information search: An investigation of the underlying mechanism and critical determinants 消费者使用 Metaverse 进行信息搜索的意愿：对潜在机制和关键决定因素的调查

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

International Journal of Hospitality Management

Pub Date : 2024-10-22 DOI: 10.1016/j.ijhm.2024.103957

Dogan Gursoy , Fabiola Sfodera , Niccolò Piccioni , Costanza Nosi , Christina G. Chi , Oscar (Hengxuan) Chi

This study first develops a multidimensional metaverstic experience perceptions scale by identifying four components – social interaction, spatial interaction, customized avatar embodiment, and immersion – as the most critical features of customers’ metaverstic experiences. Afterwards, it explores a theoretical model that identifies the critical determinants of consumers’ willingness to use the Metaverse for hotel information search. The proposed model suggests that a cognitive appraisal process underlies consumers’ adoption of the Metaverse for information search. The findings indicate that metaverstic experience perceptions and hedonic motivation positively impact perceived Metaverse pertinence for information search. Similarly, metaverstic experience perceptions and social influence significantly affect perceived Metaverse self-efficacy. Both Metaverse pertinence and self-efficacy serve as critical determinants of emotional responses. These emotional responses determine consumers’ willingness to adopt the Metaverse for information search and their attitudes to engaging with companies that employ the Metaverse.

本研究首先开发了一个多维元虚拟体验感知量表，确定了社交互动、空间互动、定制化身和沉浸感这四个组成部分是顾客元虚拟体验的最关键特征。随后，报告探讨了一个理论模型，该模型确定了消费者愿意使用元宇宙搜索酒店信息的关键决定因素。所提出的模型表明，认知评估过程是消费者使用 Metaverse 进行信息搜索的基础。研究结果表明，元体验感和享乐主义动机对元网的信息搜索相关性有积极影响。同样，元体验感和社会影响也会显著影响元搜索的自我效能感。元宇宙相关性和自我效能感都是情感反应的关键决定因素。这些情感反应决定了消费者是否愿意使用元数据进行信息搜索，以及他们对使用元数据的公司的态度。

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