Pub Date : 2026-02-06DOI: 10.1016/j.ijhm.2026.104596
Demi Shenrui Deng , Christina Geng-qing Chi , Ruiying (Raine) Cai
The research explores how women consumers could be swayed by cues on wine marketing messages that subtly or explicitly reveal women's ownership. Across three experiments based on valid responses from over 1000 U.S. women consumers, the research shows that women consumers’ perceptions and behavioral intentions towards wines are separately and jointly influenced by the disclosure of women's ownership in marketing messages, which progresses from a subtle hint in the form of a feminine cue on the wine label, to an explicit ‘woman-made wine’ statement, and to a bold cue showing the woman owner’s image with the statement. The research further reveals the mediating mechanism of self-congruity and felt empowerment in the proposed relationships, grounded upon self-congruity theory. The findings provide valuable insights into branding and marketing for women-owned businesses in traditionally male-dominated industries among women consumers.
{"title":"Her wine, her way: How women’s ownership disclosure in wine marketing shapes women consumers’ choices","authors":"Demi Shenrui Deng , Christina Geng-qing Chi , Ruiying (Raine) Cai","doi":"10.1016/j.ijhm.2026.104596","DOIUrl":"10.1016/j.ijhm.2026.104596","url":null,"abstract":"<div><div>The research explores how women consumers could be swayed by cues on wine marketing messages that subtly or explicitly reveal women's ownership. Across three experiments based on valid responses from over 1000 U.S. women consumers, the research shows that women consumers’ perceptions and behavioral intentions towards wines are separately and jointly influenced by the disclosure of women's ownership in marketing messages, which progresses from a subtle hint in the form of a feminine cue on the wine label, to an explicit ‘woman-made wine’ statement, and to a bold cue showing the woman owner’s image with the statement. The research further reveals the mediating mechanism of self-congruity and felt empowerment in the proposed relationships, grounded upon self-congruity theory. The findings provide valuable insights into branding and marketing for women-owned businesses in traditionally male-dominated industries among women consumers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104596"},"PeriodicalIF":8.3,"publicationDate":"2026-02-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146135464","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}
Pub Date : 2026-02-06DOI: 10.1016/j.ijhm.2026.104593
David Fechner , Bettina Grün , Rachel Perkins , Sara Dolnicar
Replacing some meat dishes with plant-based alternatives would make the hospitality industry more environmentally sustainable. Yet plant-based meat dishes are rarely served in restaurants. We conducted a sequential mixed-methods study focusing on the demand side to develop and empirically test a mini-theory that explains why this might be the case. We first interviewed 37 Australian restaurant chefs and managers to identify why chefs hesitate to offer plant-based meat dishes. Findings suggest that the reasons for chefs not to use plant-based meat relate to popularity, familiarity, taste, enjoyment of cooking, naturalness, environmental sustainability, cost, and availability of these products. Using these qualitative insights, we developed a mini-theory and tested it in a quantitative survey study to highlight opportunities for enticing chefs to offer plant-based meat dishes. Educating chefs on plant-based meat presents a promising leverage point to increase availability of meat alternatives in restaurants.
{"title":"How to get more plant-based meat dishes on restaurant menus? A mini-theory and initial empirical validation","authors":"David Fechner , Bettina Grün , Rachel Perkins , Sara Dolnicar","doi":"10.1016/j.ijhm.2026.104593","DOIUrl":"10.1016/j.ijhm.2026.104593","url":null,"abstract":"<div><div>Replacing some meat dishes with plant-based alternatives would make the hospitality industry more environmentally sustainable. Yet plant-based meat dishes are rarely served in restaurants. We conducted a sequential mixed-methods study focusing on the demand side to develop and empirically test a mini-theory that explains why this might be the case. We first interviewed 37 Australian restaurant chefs and managers to identify why chefs hesitate to offer plant-based meat dishes. Findings suggest that the reasons for chefs not to use plant-based meat relate to popularity, familiarity, taste, enjoyment of cooking, naturalness, environmental sustainability, cost, and availability of these products. Using these qualitative insights, we developed a mini-theory and tested it in a quantitative survey study to highlight opportunities for enticing chefs to offer plant-based meat dishes. Educating chefs on plant-based meat presents a promising leverage point to increase availability of meat alternatives in restaurants.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104593"},"PeriodicalIF":8.3,"publicationDate":"2026-02-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146135461","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}
Pub Date : 2026-02-05DOI: 10.1016/j.ijhm.2026.104598
Wenqi Zhang , Laurie Wu , Stephanie Q. Liu
As hospitality firms increasingly integrate AI into their relationship marketing practices, the effect of AI services on loyal customers warrants scholarly examinations. Drawing on respect theory, we propose and validate a novel theoretical framework of loyal customers’ responses to AI services. Along three experimental studies, we demonstrate that AI (vs. human) services decrease loyal customers’ retention intention and word-of-mouth intention, and such effects are serially mediated by inferred negative firm motive and diminished perceived respect. Furthermore, firm account on AI service adoption and customer-firm relationship norm moderate this effect. Specifically, the negative effects of AI are mitigated when the firm adopts a customer experience improvement account, or when there is an exchange relationship norm between the firm and loyal customer. Altogether, the findings from this research offer valuable practical guidance regarding how to integrate AI into hospitality firms’ relationship marketing practices to better serve loyal customers.
{"title":"When and why loyal customers react negatively to AI services: A respect theory perspective","authors":"Wenqi Zhang , Laurie Wu , Stephanie Q. Liu","doi":"10.1016/j.ijhm.2026.104598","DOIUrl":"10.1016/j.ijhm.2026.104598","url":null,"abstract":"<div><div>As hospitality firms increasingly integrate AI into their relationship marketing practices, the effect of AI services on loyal customers warrants scholarly examinations. Drawing on respect theory, we propose and validate a novel theoretical framework of loyal customers’ responses to AI services. Along three experimental studies, we demonstrate that AI (vs. human) services decrease loyal customers’ retention intention and word-of-mouth intention, and such effects are serially mediated by inferred negative firm motive and diminished perceived respect. Furthermore, firm account on AI service adoption and customer-firm relationship norm moderate this effect. Specifically, the negative effects of AI are mitigated when the firm adopts a customer experience improvement account, or when there is an exchange relationship norm between the firm and loyal customer. Altogether, the findings from this research offer valuable practical guidance regarding how to integrate AI into hospitality firms’ relationship marketing practices to better serve loyal customers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104598"},"PeriodicalIF":8.3,"publicationDate":"2026-02-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146134339","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}
Pub Date : 2026-01-31DOI: 10.1016/j.ijhm.2026.104583
Meihong Chen, Yijing Lyu, Weiwei Lin, Qixing Huang, Xiao Song Lin
In this research, we examine the connection between harmful leader behavior (HLB) and turnover of hospitality employees, including their leave intention and job search behavior (JSB). We propose that job embeddedness acts as a mediator in explaining how HLB affects employee turnover. Additionally, we explore the role of supervisor’s organizational embodiment (SOE) as a moderator, determining when these impacts are most pronounced. To validate our hypotheses, we analyze three-phase data encompassing 242 frontline employees from 27 hotels across China. Results show that harmful leader behavior (HLB) can positively influence frontline employees’ leave intention and job search behavior (JSB) through reducing their job embeddedness. Furthermore, supervisor’s organizational embodiment (SOE) can foster the adverse impact of harmful leader behavior (HLB) on employees’ job embeddedness. Finally, we also consider the implications from theoretical and practical aspects.
{"title":"The impact of harmful leader behavior on hospitality employees’ turnover: A perspective of job embeddedness","authors":"Meihong Chen, Yijing Lyu, Weiwei Lin, Qixing Huang, Xiao Song Lin","doi":"10.1016/j.ijhm.2026.104583","DOIUrl":"10.1016/j.ijhm.2026.104583","url":null,"abstract":"<div><div>In this research, we examine the connection between harmful leader behavior (HLB) and turnover of hospitality employees, including their leave intention and job search behavior (JSB). We propose that job embeddedness acts as a mediator in explaining how HLB affects employee turnover. Additionally, we explore the role of supervisor’s organizational embodiment (SOE) as a moderator, determining when these impacts are most pronounced. To validate our hypotheses, we analyze three-phase data encompassing 242 frontline employees from 27 hotels across China. Results show that harmful leader behavior (HLB) can positively influence frontline employees’ leave intention and job search behavior (JSB) through reducing their job embeddedness. Furthermore, supervisor’s organizational embodiment (SOE) can foster the adverse impact of harmful leader behavior (HLB) on employees’ job embeddedness. Finally, we also consider the implications from theoretical and practical aspects.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104583"},"PeriodicalIF":8.3,"publicationDate":"2026-01-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146078056","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}
This study investigates the impact of Smart Service Experience (SSE) on guest engagement, memories, smart service value, and behavioral intentions in the hotel industry. Drawing on the Stimulus-Organism-Response (SOR) theory, the study explores how smart technologies, such as AI-powered room customization and digital concierge services, influence guest perceptions and their subsequent behaviors. Data collected via Amazon mTurk from 244 hotel guests who recently experienced SSE was subjected to Partial Least Squares based Structural Equation Modeling (PLS-SEM). Results reveal that SSE positively influences engagement, which in turn affects memories and perceived value. These outcomes contribute to guests’ loyalty, revisitation intentions, and word-of-mouth recommendations. This paper is the first to operationalize the concept of SSE in the context of smart hotels, offering novel empirical insights into how SSE influences guest engagement, memories, perceived service value, and long-term behavioral intentions such as loyalty and revisitation.
{"title":"Operationalizing smart service experience: Guest engagement, value, memories, and behavioral intentions in hotels","authors":"Faizan Ali , Gokhan Sener , Zvijezdana Petkovic , Muhittin Cavusoglu , Salman Alotaibi","doi":"10.1016/j.ijhm.2026.104588","DOIUrl":"10.1016/j.ijhm.2026.104588","url":null,"abstract":"<div><div>This study investigates the impact of Smart Service Experience (SSE) on guest engagement, memories, smart service value, and behavioral intentions in the hotel industry. Drawing on the Stimulus-Organism-Response (SOR) theory, the study explores how smart technologies, such as AI-powered room customization and digital concierge services, influence guest perceptions and their subsequent behaviors. Data collected via Amazon mTurk from 244 hotel guests who recently experienced SSE was subjected to Partial Least Squares based Structural Equation Modeling (PLS-SEM). Results reveal that SSE positively influences engagement, which in turn affects memories and perceived value. These outcomes contribute to guests’ loyalty, revisitation intentions, and word-of-mouth recommendations. This paper is the first to operationalize the concept of SSE in the context of smart hotels, offering novel empirical insights into how SSE influences guest engagement, memories, perceived service value, and long-term behavioral intentions such as loyalty and revisitation.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104588"},"PeriodicalIF":8.3,"publicationDate":"2026-01-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146095650","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}
Pub Date : 2026-01-29DOI: 10.1016/j.ijhm.2026.104566
Juman Iqbal , Gowri Venkata Rajani , Muhammad Abdul Aziz , Hafiz Mudassir Rehman , Badawy S.Y. Sayed , Ranjit Singh
The purpose of this study is to investigate the mediating effect of work meaningfulness on the relationship between responsible leadership and employee ambidexterity among restaurant employees. It also develops a moderated mediation model, assessing the boundary condition role of person-environment fit in the links between responsible leadership and its outcomes (i.e., work meaningfulness and employee ambidexterity). Time-lagged data were collected from 383 employees at restaurants in India. At Time 1, data collection focused on measuring perceptions around responsible leadership and person-environment fit, while the Time 2 questionnaire, distributed a month later, aimed to capture insights related to employee ambidexterity and work meaningfulness. Matched data were analyzed using PLS-SEM. The study found that responsible leadership impacts employee ambidexterity directly and through work meaningfulness. The results also reveal that person-environmental fit moderates the relationship between a) work meaningfulness and employee ambidexterity and b) responsible leadership and work meaningfulness. Further, the study found that the indirect effect of responsible leadership on employee ambidexterity via work meaningfulness was stronger when employees perceived a high-level person-environment fit. This study contributes to the responsible leadership literature by exploring how and when it affects employee-related aspects that have been unaddressed by previous examinations, making it novel. Based on our results, this study also provides key theoretical implications as well as actionable insights for the hospitality sector.
{"title":"The buck stops here: Understanding the nexus between responsible leadership and employee ambidexterity in hospitality industry","authors":"Juman Iqbal , Gowri Venkata Rajani , Muhammad Abdul Aziz , Hafiz Mudassir Rehman , Badawy S.Y. Sayed , Ranjit Singh","doi":"10.1016/j.ijhm.2026.104566","DOIUrl":"10.1016/j.ijhm.2026.104566","url":null,"abstract":"<div><div>The purpose of this study is to investigate the mediating effect of work meaningfulness on the relationship between responsible leadership and employee ambidexterity among restaurant employees. It also develops a moderated mediation model, assessing the boundary condition role of person-environment fit in the links between responsible leadership and its outcomes (i.e., work meaningfulness and employee ambidexterity). Time-lagged data were collected from 383 employees at restaurants in India. At Time 1, data collection focused on measuring perceptions around responsible leadership and person-environment fit, while the Time 2 questionnaire, distributed a month later, aimed to capture insights related to employee ambidexterity and work meaningfulness. Matched data were analyzed using PLS-SEM. The study found that responsible leadership impacts employee ambidexterity directly and through work meaningfulness. The results also reveal that person-environmental fit moderates the relationship between a) work meaningfulness and employee ambidexterity and b) responsible leadership and work meaningfulness. Further, the study found that the indirect effect of responsible leadership on employee ambidexterity via work meaningfulness was stronger when employees perceived a high-level person-environment fit. This study contributes to the responsible leadership literature by exploring how and when it affects employee-related aspects that have been unaddressed by previous examinations, making it novel. Based on our results, this study also provides key theoretical implications as well as actionable insights for the hospitality sector.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104566"},"PeriodicalIF":8.3,"publicationDate":"2026-01-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146073003","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}
Pub Date : 2026-01-29DOI: 10.1016/j.ijhm.2026.104568
Ayako Nakai
Despite the increasing global popularity of solo travel, research specifically addressing women’s solo stays at luxury hotels remains limited. Previous studies have focused on both male and female guests at luxury accommodations. This study employs Grounded Theory to investigate the consumer experiences of women undertaking solo stays in luxury hotels. Through interviews with 17 women— professors, doctors, architects, and entrepreneurs, —who frequently stayed at luxury hotels in Japan, four principal categories — physical environment, human interaction, physical activities, and mental effects—were identified. This study contributes to the refinement of the existing consumer experience model, which traditionally comprises physical environment and human interaction, by incorporating more complex characteristics encompassing behavioral and psychological dimensions, such as physical activities and mental effects. Desirable attributes of the physical environment include scenic views, aesthetically pleasing rooms, and abundant facilities, while positive human interaction between guest and staff is appreciated by female solo travelers. These guests actively engaged in various physical activities, such as swimming, drinking at a bar, dining in the hotel, working, and using Instagram, as integral components of their consumer experiences. In safe and luxurious settings, female guests did not consistently express concerns regarding the tourist gaze or gendered risks, as noted in previous studies on women’s solo travel. Mental effects, including relaxation, self-decision, self-reflection, and the generation of new ideas, emerged as key aspects of their consumer experiences. The findings of this study offer the hospitality industry valuable insights into potential female solo stay guests as new market segment.
{"title":"Consumer experiences of women’s solo stays at luxury hotels: A grounded theory approach","authors":"Ayako Nakai","doi":"10.1016/j.ijhm.2026.104568","DOIUrl":"10.1016/j.ijhm.2026.104568","url":null,"abstract":"<div><div>Despite the increasing global popularity of solo travel, research specifically addressing women’s solo stays at luxury hotels remains limited. Previous studies have focused on both male and female guests at luxury accommodations. This study employs Grounded Theory to investigate the consumer experiences of women undertaking solo stays in luxury hotels. Through interviews with 17 women— professors, doctors, architects, and entrepreneurs, —who frequently stayed at luxury hotels in Japan, four principal categories — physical environment, human interaction, physical activities, and mental effects—were identified. This study contributes to the refinement of the existing consumer experience model, which traditionally comprises physical environment and human interaction, by incorporating more complex characteristics encompassing behavioral and psychological dimensions, such as physical activities and mental effects. Desirable attributes of the physical environment include scenic views, aesthetically pleasing rooms, and abundant facilities, while positive human interaction between guest and staff is appreciated by female solo travelers. These guests actively engaged in various physical activities, such as swimming, drinking at a bar, dining in the hotel, working, and using Instagram, as integral components of their consumer experiences. In safe and luxurious settings, female guests did not consistently express concerns regarding the tourist gaze or gendered risks, as noted in previous studies on women’s solo travel. Mental effects, including relaxation, self-decision, self-reflection, and the generation of new ideas, emerged as key aspects of their consumer experiences. The findings of this study offer the hospitality industry valuable insights into potential female solo stay guests as new market segment.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104568"},"PeriodicalIF":8.3,"publicationDate":"2026-01-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072157","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}
Pub Date : 2026-01-29DOI: 10.1016/j.ijhm.2026.104589
Hugues Séraphin , Damien Chaney
This research note explores Minecraft as a methodological tool for collecting data from children in hospitality and tourism settings. While research involving children remains limited in these fields, Minecraft offers a playful, immersive, and participatory environment well suited to capturing their preferences and perceptions. The paper outlines a proposed methodological framework that details how Minecraft can be used to facilitate child-led exploration, construction, and interaction within virtual tourism spaces. Although promising, the method presents challenges related mainly to ethics and reliability, epitomised by the opposition covert and overt used of Minecraft.
{"title":"Collecting data from children in hospitality and tourism settings","authors":"Hugues Séraphin , Damien Chaney","doi":"10.1016/j.ijhm.2026.104589","DOIUrl":"10.1016/j.ijhm.2026.104589","url":null,"abstract":"<div><div>This research note explores <em>Minecraft</em> as a methodological tool for collecting data from children in hospitality and tourism settings. While research involving children remains limited in these fields, <em>Minecraft</em> offers a playful, immersive, and participatory environment well suited to capturing their preferences and perceptions. The paper outlines a proposed methodological framework that details how <em>Minecraft</em> can be used to facilitate child-led exploration, construction, and interaction within virtual tourism spaces. Although promising, the method presents challenges related mainly to ethics and reliability, epitomised by the opposition covert and overt used of <em>Minecraft</em>.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104589"},"PeriodicalIF":8.3,"publicationDate":"2026-01-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072156","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}
Food sharing platforms (FSPs) offer a viable, scalable digital solution for redistributing surplus edible food to address global food waste and food insecurity. Despite this value proposition, the drivers of adoption and continued use of FSPs by hospitality and food service (HaFS) businesses remain an under-researched topic. This study draws upon social practice theory to uncover the meanings, competences, and materials that impact the adoption and routinization of FSP use as a practice among HaFS businesses. We employed a four-stage qualitative research design to collect data from 35 HaFS professionals working in the UK and the US. Analysis of responses revealed five value propositions: responsible citizenship behavior, altruism and social sensitivity, building positive brand image and publicity, customer and community alignment, and cost savings and economic incentives. The study further uncovered the key competences (the technology adoption learning curve, handling and managing inventory, and typical operational capabilities) and materials (operational processes and data analytics and process efficiency) required to routinize FSP use. Finally, we proposed actionable strategies to enhance economic and social value, ranging from dynamic pricing and customer incentives to destigmatizing FSP use and data-driven menu and portion adjustments. Based on these findings, we proposed a novel assessment–implementation–optimization–outcomes framework that offers theoretical and practical implications for HaFS businesses and FSP providers.
{"title":"Why do hospitality and food service businesses use food sharing platforms? A social practice perspective on surplus food redistribution to reduce food waste","authors":"Shalini Talwar , Amandeep Dhir , Prof Babak Taheri , Puneet Kaur","doi":"10.1016/j.ijhm.2026.104563","DOIUrl":"10.1016/j.ijhm.2026.104563","url":null,"abstract":"<div><div>Food sharing platforms (FSPs) offer a viable, scalable digital solution for redistributing surplus edible food to address global food waste and food insecurity. Despite this value proposition, the drivers of adoption and continued use of FSPs by hospitality and food service (HaFS) businesses remain an under-researched topic. This study draws upon social practice theory to uncover the meanings, competences, and materials that impact the adoption and routinization of FSP use as a practice among HaFS businesses. We employed a four-stage qualitative research design to collect data from 35 HaFS professionals working in the UK and the US. Analysis of responses revealed five value propositions: responsible citizenship behavior, altruism and social sensitivity, building positive brand image and publicity, customer and community alignment, and cost savings and economic incentives. The study further uncovered the key competences (the technology adoption learning curve, handling and managing inventory, and typical operational capabilities) and materials (operational processes and data analytics and process efficiency) required to routinize FSP use. Finally, we proposed actionable strategies to enhance economic and social value, ranging from dynamic pricing and customer incentives to destigmatizing FSP use and data-driven menu and portion adjustments. Based on these findings, we proposed a novel assessment–implementation–optimization–outcomes framework that offers theoretical and practical implications for HaFS businesses and FSP providers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104563"},"PeriodicalIF":8.3,"publicationDate":"2026-01-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072158","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}
Pub Date : 2026-01-28DOI: 10.1016/j.ijhm.2026.104574
Hanh Thi My Le , Binh T. Nguyen , Thang Quyet Nguyen
Large-scale social data and user-generated text are extensively important for understanding customer sentiment in the hospitality industry. The present study employs BERTopic to extract fine-grained themes from 607,451 Booking.com reviews and 782,584 TripAdvisor reviews, covering more than 13,000 hotels in Vietnam. Unlike traditional models, the BERTopic-based approach demonstrates superior efficacy in uncovering three sentiment expressions and is refined into five novel categories (facility, amenity, service, experience value and loyalty). To enhance construct validity, human-labeled sentiment analysis is combined. Econometric techniques connect aspect-based sentiment with individual ratings within the S-O-R framework. The results show that loyalty-related intentions are strongly associated with higher ratings, which highlights their mediating role between service delivery and brand equity. Managerially, the findings provide granular insights for hoteliers to build loyalty programs, optimize service strategies and strengthen online branding in modern competitive markets. We present theoretical understanding of these novel categories and provide actionable strategies for data-driven brand management.
{"title":"Unlocking insights into customer sentiment analysis: Impact of loyalty on online hotel ratings","authors":"Hanh Thi My Le , Binh T. Nguyen , Thang Quyet Nguyen","doi":"10.1016/j.ijhm.2026.104574","DOIUrl":"10.1016/j.ijhm.2026.104574","url":null,"abstract":"<div><div>Large-scale social data and user-generated text are extensively important for understanding customer sentiment in the hospitality industry. The present study employs BERTopic to extract fine-grained themes from 607,451 Booking.com reviews and 782,584 TripAdvisor reviews, covering more than 13,000 hotels in Vietnam. Unlike traditional models, the BERTopic-based approach demonstrates superior efficacy in uncovering three sentiment expressions and is refined into five novel categories (facility, amenity, service, experience value and loyalty). To enhance construct validity, human-labeled sentiment analysis is combined. Econometric techniques connect aspect-based sentiment with individual ratings within the S-O-R framework. The results show that loyalty-related intentions are strongly associated with higher ratings, which highlights their mediating role between service delivery and brand equity. Managerially, the findings provide granular insights for hoteliers to build loyalty programs, optimize service strategies and strengthen online branding in modern competitive markets. We present theoretical understanding of these novel categories and provide actionable strategies for data-driven brand management.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104574"},"PeriodicalIF":8.3,"publicationDate":"2026-01-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072164","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}
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