International Journal of Hospitality Management最新文献

Drawing from the conservation of resources (COR) theory, the current study posits that leadership in the form of abusive supervision will be more detrimental to subordinates' hope and optimism, due to the loss of accumulated resources for those who have increased service tenure, thereby lowering their ability to alleviate and successfully manage service failures/errors. Using convenience sampling, 174 hotel frontline employees from Istanbul, Turkey, completed survey questionnaires in two separate time waves. Results from SmartPLS indicate that abusive supervision has a significant and adverse association with employees’ hope and optimism. Additionally, the relationship between abusive supervision and employees’ hope and optimism is moderated by service tenure, such that the negative relationship is more profound for those with increased service tenure. Finally, hope and optimism mediate the relationship between abusive supervision and two behaviors for handling service errors/failures (i.e., service recovery performance and error reporting). This study concludes by discussing theoretical and practical implications.

Amidst growing emphasis on sustainability in the hotel industry, hotels are increasingly adopting sustainable practices. This trend extends to online platforms, where hotels showcase their sustainability labels as a form of advanced Corporate Social Responsibility (CSR). Such CSR communication is crucially influenced by how customers perceive the consistency of a hotel’s CSR efforts. In the sphere of online hotel booking, customer reviews play a pivotal role as other external clues, illustrating how well hotels fulfill their fundamental economic responsibility. Our study aims to investigate the interactive effects between hotel sustainability labels and the valence of online reviews on customers’ booking intentions. Based on attribution theory and several experimental studies, this research reveals that in the context of negative hotel review valence, the presence (vs. absence) of sustainability labels decreases customers’ booking intention due to an increase in perceived hypocrisy towards the hotel; conversely, in the context of positive hotel review valence, the presence (vs. absence) of sustainability labels enhances customers’ booking intention due to an increase in perceived morality towards the hotel. These findings contribute to the literature exploring hotel sustainability labels, online hotel reviews, and perceptions of hotel hypocrisy.

Drawing on the diffusion of innovations theory, this study focuses on two critical aspects of information communication technology (ICT) adoption in the restaurant industry, thus contributing empirically and conceptually to the hospitality literature. The perceived advantages and disadvantages of such adoption are examined through the views of restaurant operators in Vietnam, an emerging economy boasting a growing food and beverage industry. Using a questionnaire eliciting quantitative and qualitative data, 492 usable responses were gathered. Quantitatively, the analysis revealed the significance of intangible and tangible elements of ICT uptake, supporting the proposed hypotheses. Indeed, while advantages underscored marketing/promotion and sales, time and financial investments were key disadvantages. The qualitative analysis uncovered nine conceptual dimensions. Among others, the ‘inspirational ICT’ dimension positions technology as a resource booster, while the ‘human-technology boundaries’ dimension suggests challenges related to users’ perceptions, generational divide, and preferences. A resulting theoretical framework highlights practical and theoretical implications.

Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.

Grounded in technological singularity theory, this research assesses how disclosing AI integration in hospitality services impact customers’ attitudes and behavioral intentions in three studies. Specifically, study 1 lays the foundation by showing that disclosing the AI presence reduces customers’ cognitive and affective trust, perceived quality, and usage intention in hedonic services but not in utilitarian ones. Study 2 further reveals that disclosing AI integration in hedonic contexts significantly heightens the adverse effects of fear of AI on customers’ responses. Study 3 identifies that existential and identity threats of AI are the primary drivers of customers’ fear of AI, with existential threats being more impactful. The findings indicate that disclosing AI integration hinders customers’ acceptance of such technologies in hospitality services. This research identifies the key indicators of such effects and provides implications for strategizing the disclosure of AI in hospitality services to alleviate customers’ negative reactions.

Food allergic reactions in restaurant settings are regularly reported, including fatalities. The risk of dining out with food allergies is well documented, and is in part attributed to insufficient regulatory oversight. The objectives of this review were to (i) present scientific evidence characterizing the risk of dining out with food allergies, (ii) describe advances in proposed management mechanisms to mitigate this risk, and (iii) outline gaps in existing practices and regulations related to food allergen management in foodservice operations. Scientific publications (n=60) and laws/regulations from different jurisdictions (n=20) related to food allergy and food allergens management in foodservice operations were systematically retrieved and reviewed. Although the inherent nature of these operations poses challenges to the implementation of allergen control measures, evidence suggests that food-allergic consumers will continue to be at risk unless more stringent regulatory requirements, particularly related to communication with diners and between staff members, are adopted.

In addition to explicit informational cues, hotel managers can persuade consumers using subtle visual cues that convey symbolic meanings. This study examines the interaction effects of the vertical visual perspective (low-level vs. eye-level) in hotel cover photos and hotel type (higher-end vs. lower-end) on consumers’ click-through intention on the search results page of OTAs, the underlying mechanism, and the moderating effect of consumers’ power distance beliefs (PDB) based on conceptual metaphor theory. Using a mixed-methods approach, this study tested the proposed model through three scenario-based between-subject experiments and verified it with a large-scale experiment. The findings reveal a metaphoric compensatory effect: a low-level perspective is effective in increasing click-through intention for lower-end hotels, while an eye-level perspective is effective for higher-end hotels, with positive emotions mediating this effect. Notably, this effect holds for consumers with high PDB but not for those with low PDB. This study has theoretical and practical implications.

Despite growing interest in robots’ vocal cues in human-robot interactions, there are few studies on robots’ voice pitch. Drawing upon cue consistency theory and social exchange theory, we explore the interaction effect of the voice pitch and communication style of robot receptionists on customer value cocreation intention in hospitality contexts. Through two experiments, we demonstrate that when a robot receptionist uses a task-oriented communication style, a low-pitched voice is more likely to enhance customers’ intention to cocreate value with the robot. Conversely, when a robot receptionist uses a social-oriented communication style, a high-pitched voice elicits higher value cocreation intention. Perceived social support also mediates the impact of the interaction between voice pitch and communication style on value cocreation intention. These findings enrich theoretical research on voice pitch and value cocreation in human-robot interactions and have beneficial implications for designing the voice interaction systems of robot receptionists.

Curvilinear growth trajectories of products/services are common in the tourism and hospitality industry. To fit nonlinear growth patterns with multilevel structures, this study proposed Bayesian hierarchical growth curve models (BHGCMs) in line with the increasing adoption of Bayesian analysis in tourism and hospitality academia. We provided the basic form of BHGCM along with its unique advantages. For an empirical test, this study applied several growth curves to approximate online reviews of U.S. hotels from August 2020 to January 2021. After selecting a Gompertz curve as a mean function of the GCM, a Bayesian hierarchical approach was employed to estimate growth parameters—namely, base and maximum volume of hotel reviews, inflection week, and relative growth rate—and identify their determinants. Our findings demonstrate the superiority of the proposed BHGCM in fitting the growth patterns of hotel reviews while revealing the effect of price and accumulated reviews on the parameters.

This paper explores how the increasing professionalization of the short-term rental market (previously dominated by individual hosts) fosters the implementation of formal quality standards in the sector. It is based on 36 in-depth interviews conducted with different stakeholders of the short-term rental industry in six European countries, namely, Croatia, Cyprus, Italy, Spain, Turkey, and the UK, and at EU level. The article maps different initiatives that outline some quality standards for short-term rentals. We found first, that to implement quality standardisation, it is important to distinguish between private and professional hosts; and, second, that consensus must be reached on: (1) whether quality would be standardised at national or EU level; (2) which governing body should be responsible for quality certifications (e.g., governments or private institutions as in the case of ISO standards); and (3) identification of practices that should be certified (e.g., property facilities/amenities, size, health & safety protection, etc.).