International Journal of Hospitality Management最新文献

Amidst post-COVID labour and skills shortages the hospitality industry needs to consider a retention perspective to arrest the haemorrhaging of staff, particularly in key occupations. Cookery is an occupation which in many developed nations suffers from declining completion rates during the apprentice/trainee phase, as entrants are socialised into the rigors and realities of professional kitchens. In this study using semi-structured interview data from culinary entrants in Norway and Australia, their experiences of the occupational socialisation process are examined. Guided by a social constructionist perspective the themes emerging from the analysis reveal a three-stage continuum: inculcation/awareness, attitudinal/behavioural/emotional responses, and navigation/survival. Theoretically this augments the socialisation literature as the final stage reveals specific tactics and strategies by which entrants cope with the realities of the occupation, which might not align with their expectations and conflicts with their values and beliefs. Practically, isolating and codifying the positive navigation/survival mechanisms can enhance occupational retention practices.

Drawing upon an extensive analysis of customer-empowering behaviors (CEBs) research, this study strives to better understand the impacts of perceiving such authorization among service employees in hospitality industries. Employing a multi-wave questionnaire and a scenario-based experiment, we unveil three key findings: First, CEBs significantly influence service employees’ job crafting. Second, self-efficacy in service delivery serves as a mediator between CEBs and job crafting. Third, the unit’s climate of concern for customers not only moderates the association between CEBs and employees’ self-efficacy in service delivery, but also shapes how these behaviors indirectly affect job crafting. This research contributes to the existing literature on empowerment in service encounters and offers significant practical value to service enterprises.

The widespread use of information and communication technologies (ICT) in the hospitality industry has resulted in a new form of job demand: ICT availability demand. However, it remains unclear how ICT availability demand shapes leadership behavior. To address this gap, this paper develops a moderated mediation model within the job demands-resources (JD-R) framework. A daily experience sampling method was used to collect 1066 daily cases from 111 team leaders in hotels in China over 15 consecutive workdays. Multilevel regression analysis shows that daily ICT availability demand impedes supervisory coaching but enhances supervisor undermining on the following day; previous day relaxation mediates these two relationships. Moreover, previous day home autonomy buffers the indirect relationship linking ICT availability to leadership behavior. This study is an early attempt to highlight the potential of ICT availability demand to serve as an antecedent to daily supervisor undermining and supervisory coaching.

From a firm perspective and based on the innovation life cycle approach, this paper has two aims: to examine how collaborative governance (CG) and collaborative accountability (CA) in hotel chains affect innovation performance (IP, i.e., creation, diffusion and evaluation) and to highlight the connections between IP and firm performance (financial, nonfinancial and environmental). PLS-SEM was used to analyse survey data from a sample of managers of international chain hotels in Egypt (n = 126). The results indicate that CA significantly affects IP and firm performance, while CG does not. Moreover, all IP dimensions are significant antecedents of hotel performance at the financial, nonfinancial and environmental levels. This study is one of the few addressing the effects of CG and CA on the innovation life cycle as a higher order construct in the hospitality arena. Accordingly, the final section provides meaningful theoretical and managerial contributions.

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

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

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

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

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

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