International Journal of Hospitality Management最新文献

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Wellness dimensions of hospitality employees: A systematic review 酒店业员工的健康维度：系统回顾

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

International Journal of Hospitality Management

Pub Date : 2024-10-18 DOI: 10.1016/j.ijhm.2024.103958

Michelle Alcorn, Bonhak Koo

The purpose of this study is to systematically review and synthesize the existing employee wellness literature on studies conducted in the hospitality context, connecting the various dimensions of wellness, identifying theoretical perspectives, and discussing future research opportunities. Using the PRISMA method, 149 full-length articles related to the wellness of hospitality employees were systematically reviewed. Articles were published in top hospitality journals from 2006 to 2022. Using SAMHSA wellness dimensions, the articles were categorized and conceptualized with occupational and emotional wellness as the most researched dimensions. The most adopted theory in hospitality wellness was the conservation of resources theory. Implications of this study for practitioners and scholars include information to assist in decision-making to improve the wellness of employees and potential research avenues based on current gaps.

本研究的目的是系统回顾和综合现有的关于酒店业员工健康研究的文献，将健康的各个维度联系起来，确定理论视角，并讨论未来的研究机会。采用 PRISMA 方法，对 149 篇与酒店业员工健康相关的长篇文章进行了系统回顾。文章发表在 2006 年至 2022 年的顶级酒店业期刊上。通过使用 SAMHSA 健康维度，对文章进行了分类和概念化，其中职业健康和情感健康是研究最多的维度。酒店业健康方面采用最多的理论是资源保护理论。本研究对从业人员和学者的启示包括：有助于改善员工健康状况的决策信息，以及基于当前差距的潜在研究途径。

引用次数: 0

Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response 服务机器人能否自我恢复？服务恢复代理和机器人服务故障类型对客户响应的影响

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

International Journal of Hospitality Management

Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103951

Yun Liu , Xingyuan Wang

As service robots become more widely deployed, the risk of service failures has increased, making it crucial to understand how service enterprises can effectively recover from such failures. Drawing on role congruity theory, we explore the performance of different recovery agents across various robot failure contexts. Through three experiments, we demonstrate that customer forgiveness and satisfaction improve for process failures caused by robots when service recovery is handled by human staff or a warm robot. Conversely, recovery efforts by human staff or a competent robot boost customer forgiveness and satisfaction in response to outcome failures triggered by robots. In addition, perceived role congruity acts as a mediator in the above interaction effects. Moreover, proactive recovery moderates these effects. This study offers a nuanced understanding of service recovery by refining robot service failure and recovery agent typologies, thereby enriching research in robot service recovery.

随着服务机器人的广泛部署，服务故障的风险也随之增加，因此了解服务企业如何有效地从此类故障中恢复至关重要。借鉴角色一致性理论，我们探讨了不同恢复代理在各种机器人故障情况下的表现。通过三项实验，我们证明，当机器人导致的流程故障由人类员工或暖心机器人负责服务恢复时，客户的原谅度和满意度都会提高。相反，在机器人引发结果故障的情况下，由人类员工或有能力的机器人进行的恢复工作会提高客户的原谅度和满意度。此外，感知到的角色一致性在上述交互效应中起着中介作用。此外，主动恢复也会调节这些效应。本研究通过完善机器人服务失败和恢复代理类型，提供了对服务恢复的细微理解，从而丰富了机器人服务恢复的研究。

引用次数: 0

Well-being of hospitality employees: A systematic literature review 酒店业员工的福祉：系统文献综述

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

International Journal of Hospitality Management

Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103955

Hiroaki Saito , Danilo Brozović , Tom Baum

The hospitality industry employees' well-being is relevant for practitioners and researchers alike. Academic interest in hospitality employee well-being (EWB) has been steadily rising. Yet, the unintended result has been a fragmentation of the field, with at least 42 different theories addressing issues of EWB in hospitality. This study adopts a systematic literature review approach to re-balance a fragmentation that can lead to myopia and assesses relevant literature on EWB in hospitality. The study identifies 122 articles in 19 relevant hospitality journals listed in Scopus utilising the PRISMA process and analyses them with the help of a framework derived from well-being reviews in corresponding fields, such as human resource management. The findings account for individual, group and organisational level stressors, resources and practices affecting EWB in hospitality, and they are subsequently related to the theoretical landscape in the field, suggesting future avenues for research.

酒店业员工的幸福感与从业人员和研究人员都息息相关。学术界对酒店业员工幸福感（EWB）的兴趣一直在稳步上升。然而，意想不到的结果是，这一领域变得支离破碎，至少有 42 种不同的理论在探讨酒店业员工福利问题。本研究采用系统的文献综述方法来重新平衡可能导致近视的碎片化问题，并对酒店业 EWB 的相关文献进行评估。本研究采用 PRISMA 流程，在 Scopus 中列出的 19 种相关酒店业期刊中确定了 122 篇文章，并在人力资源管理等相应领域的福利审查框架帮助下对这些文章进行了分析。研究结果说明了影响酒店业 EWB 的个人、群体和组织层面的压力因素、资源和实践，随后将其与该领域的理论前景联系起来，为未来的研究提供了建议。

引用次数: 0

How have U.S. restaurant tips changed over time? 美国餐厅小费随着时间的推移发生了哪些变化？

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

International Journal of Hospitality Management

Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103969

Michael Lynn

This research note analyzes tipping percentages from academic studies of restaurant tipping and finds that tipping rates have increased over the past half century. This finding provides some evidence that tipping benefits tippers beyond helping them avoid social disapproval (Azar, 2004) and that tipping is used by consumers to compete for positional (zero-sum) benefits such as exceptional service and high status (Lynn, 2015). Since rising tipping rates increase the costs to consumers of dining out as well as pay-disparities between front-of-house and back-of-house staff, this is a trend the restaurant industry may want to try to end.

本研究报告分析了餐厅小费学术研究中的小费百分比，发现在过去半个世纪中，小费率一直在上升。这一发现提供了一些证据，证明小费的好处不仅在于帮助小费使用者避免社会的不认可（Azar，2004 年），而且小费被消费者用来争夺地位（零和）利益，如特殊服务和高地位（Lynn，2015 年）。由于小费率的上升增加了消费者外出就餐的成本，也加大了前厅和后厨员工之间的薪酬差距，因此餐饮业可能会试图终止这一趋势。

引用次数: 0

Does service innovation reduce customer defection intentions among disappointed customers? A latent growth modeling approach in the hotel sector 服务创新是否会减少失望顾客的顾客流失意向？酒店业的潜在增长建模方法

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

International Journal of Hospitality Management

Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103954

Yiyue Zhang , Hong-Youl Ha

Despite the importance of service innovation research, it remains unclear how service innovation paradoxically induces customer defections during service failures. Using a three time-lag interval design, our findings show that customers’ negative responses to hotel betrayals outweigh their positive responses to service innovations. Thus, we demonstrate that service innovation does not always positively impact organizational performance. Similar outcomes arise when examining the insignificance of static online reviews and review change rates. We find that while customers experiencing hotel service failures are likelier to end their relationships with said hotels as their negative perceptions increase, their experiences are unaffected by the rate at which the hotel implements service innovations. Finally, online reviews directly and indirectly affect defection intentions in service failure contexts, especially when time is a factor.

尽管服务创新研究非常重要，但服务创新如何在服务失败时自相矛盾地诱发顾客叛离仍不清楚。我们的研究结果表明，顾客对酒店背叛的消极反应超过了对服务创新的积极反应。因此，我们证明了服务创新并不总是对组织绩效产生积极影响。在研究静态在线评论和评论更改率的不显著性时，也得出了类似的结果。我们发现，虽然经历过酒店服务失败的顾客随着负面看法的增加更有可能终止与酒店的关系，但他们的经历并不受酒店实施服务创新的速度的影响。最后，在线评论直接或间接地影响了服务失败情况下的叛离意图，尤其是当时间成为一个因素时。

引用次数: 0

Measuring the relational benefits of private club membership: A factor analytic evaluation 衡量私人俱乐部会员资格的关系利益：因素分析评估

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

International Journal of Hospitality Management

Pub Date : 2024-10-16 DOI: 10.1016/j.ijhm.2024.103971

Millicent Njeri , Nathaniel D. Line , James O. Uanhoro , Jeff Allen , Kim Williams

Understanding the relational benefits private club members seek and experience is important to both club managers and researchers. However, there is limited research of such benefits in the hospitality literature. To address this gap, this study operationalizes a multidimensional scale reflective of the relational benefits private club members experience as a result of their relationship with their club. A sample of private club members from an athletics club and a beach club is used to operationalize the scale. Additionally, as a methodological contribution, this study implements a factor analytical approach that emphasizes the use of Bayesian estimation and the consideration of multiple model specifications that relax the local independence and simple structure assumptions associated with general factor analysis approaches. This contribution is suggested as best practice for all researchers using factor analysis for multidimensional construct operationalization.

了解私人俱乐部会员寻求和体验的关系利益对俱乐部管理者和研究人员都很重要。然而，在酒店业文献中，对此类利益的研究十分有限。为了填补这一空白，本研究采用了一种多维量表，反映了私人俱乐部会员因与俱乐部的关系而体验到的关系利益。本研究使用了来自一家田径俱乐部和一家海滩俱乐部的私人俱乐部会员样本来操作该量表。此外，作为方法论上的贡献，本研究采用了一种因子分析方法，强调使用贝叶斯估计法和考虑多种模型规格，放宽了与一般因子分析方法相关的局部独立性和简单结构假设。建议所有使用因子分析进行多维构念操作化的研究人员将这一贡献作为最佳实践。

引用次数: 0

A methodological exploration of generative artificial intelligence (AI) for efficient qualitative analysis on hotel guests’ delightful experiences 生成式人工智能（AI）用于酒店客人愉悦体验高效定性分析的方法论探索

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

International Journal of Hospitality Management

Pub Date : 2024-10-16 DOI: 10.1016/j.ijhm.2024.103974

Hala Sun , MiRan Kim , Soyeon Kim , Laee Choi

This study explores the use of generative artificial intelligence (AI), specifically ChatGPT, in analyzing qualitative data on hotel guests’ delightful experiences. To assess the utility and trustworthiness of ChatGPT as a supplementary tool, we compared human coding, guided by Grounded Theory and Qualitative Content Analysis method, with AI-augmented coding using developed prompts in analyzing survey data. Our findings reveal that the majority of ChatGPT's themes and codes of customer delight closely match those identified by human coders, suggesting its potential to streamline data analysis. However, there are also notable differences, as human coders emphasized customer-to-customer interactions and safety and security, which were not identified by ChatGPT. The research contributes to hospitality literature by establishing a methodology for using ChatGPT in qualitative analysis, highlighting its efficiency in analyzing comments and open-ended survey data.

本研究探讨了生成式人工智能（AI），特别是 ChatGPT 在分析酒店客人愉悦体验定性数据中的应用。为了评估 ChatGPT 作为辅助工具的实用性和可信度，我们在分析调查数据时，比较了以基础理论和定性内容分析法为指导的人工编码和使用开发提示的人工智能辅助编码。我们的研究结果表明，ChatGPT 的大多数客户喜悦主题和代码与人工编码人员识别的主题和代码非常吻合，这表明它具有简化数据分析的潜力。但是，也存在明显的差异，因为人工编码人员强调的是顾客与顾客之间的互动以及安全和保障，而 ChatGPT 没有识别出这些方面。这项研究建立了在定性分析中使用 ChatGPT 的方法，强调了它在分析评论和开放式调查数据方面的效率，从而为酒店业文献做出了贡献。

引用次数: 0

Service task compatibility for human staff vs. service robots: Roles of product type and brand level 人类员工与服务机器人的服务任务兼容性：产品类型和品牌水平的作用

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

International Journal of Hospitality Management

Pub Date : 2024-10-15 DOI: 10.1016/j.ijhm.2024.103952

Seonjeong (Ally) Lee , Haemoon Oh

This study explores when customers prefer service staff to service robots, or vice versa, based on uncertainty reduction theory. This study also investigates the moderating role of product type and brand level in the relationship between service agent type and experience satisfaction through perceived credibility and customer attitude. Two 2×2 between-subject experiments were conducted to test the moderated serial mediation models with product type in Study 1 and brand level in Study 2. Results show that customers tend to show higher experience satisfaction via perceived credibility and attitude toward the service agent type when they interact with service staff for inquiries of experiential products and upscale brands, compared to material products and casual brands. The study offers ways to maximize customer experience satisfaction by interactively and optimally deploying service agents and service robots for guest recommendation services, depending on the type of product and the level of brand.

本研究基于不确定性减少理论，探讨了顾客何时更喜欢服务人员而不是服务机器人，反之亦然。本研究还通过感知可信度和顾客态度，探讨了产品类型和品牌水平在服务人员类型与体验满意度之间的调节作用。研究一和研究二分别进行了两个 2×2 的主体间实验，以检验产品类型和品牌水平的调节串联中介模型。结果表明，与物质产品和休闲品牌相比，顾客在与服务人员互动咨询体验产品和高档品牌时，往往会通过感知可信度和对服务人员类型的态度表现出更高的体验满意度。这项研究提供了根据产品类型和品牌级别，通过互动和优化配置服务人员和服务机器人来为客人提供推荐服务，从而最大限度地提高客户体验满意度的方法。

引用次数: 0

Innovation in Crisis. The role of leadership and dynamic capabilities for a more innovative hospitality industry 危机中的创新。领导力和动态能力对提高酒店业创新能力的作用

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

International Journal of Hospitality Management

Pub Date : 2024-10-14 DOI: 10.1016/j.ijhm.2024.103946

Anna M. Burton , Astrid Dickinger

This paper investigates the relationship between leadership and dynamic capabilities as drivers of innovation in the hospitality industry. Utilizing data from hospitality executives, we examine how different leadership styles impact the formation of dynamic capabilities and service innovations during unprecedented crises. This research expands extant literature by showcasing how different leadership styles impact different dynamic capabilities and in turn, innovation. We identify that innovative hospitality firms differ from non-innovative firms in their level of dynamic capability development and regarding the extent to which different leadership styles impact dynamic capabilities. The findings suggest practical implications for hospitality businesses and provide insights that can benefit policymakers in their design of a more resilient industry.

本文研究了作为酒店业创新驱动力的领导力与动态能力之间的关系。利用酒店业高管的数据，我们研究了在前所未有的危机中，不同的领导风格是如何影响动态能力的形成和服务创新的。这项研究通过展示不同的领导风格如何影响不同的动态能力，进而影响创新，拓展了现有文献。我们发现，创新型酒店企业与非创新型企业在动态能力发展水平以及不同领导风格对动态能力的影响程度方面存在差异。研究结果对酒店业企业具有实际意义，并为政策制定者提供了有益的见解，有助于他们设计更具弹性的行业。

引用次数: 0

Corporate social responsibility needs base philosophy: An integrative multidimensional approach to hospitality employees’ green innovative behaviors 企业社会责任需要基础理念：酒店业员工绿色创新行为的多维度综合方法

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

International Journal of Hospitality Management

Pub Date : 2024-10-11 DOI: 10.1016/j.ijhm.2024.103943

Shaoping Jiang , Sughra Bibi , Jiaying Lyu , Asif Khan , Zhichen Li

This study addresses a critical research gap in understanding the mechanisms through which corporate social responsibility (CSR) influences green innovative behaviors (GIBs) among hospitality industry employees. Despite increasing recognition of the importance of sustainability, little is known about how CSR initiatives can effectively motivate employees to engage in GIBs. This research aims to explore the conditions under which instrumental CSR (ICSR) and volunteer CSR (VCSR) foster GIBs, with a focus on the mediating roles of meaningfulness (MGF) and positive emotions (PE) and the moderating effect of perceived sustainability policy (PSP). Utilizing a survey method, data were collected from 430 hotel employees to test the proposed multi-level model. The findings reveal that MGF and PE partially mediate the impact of both ICSR and VCSR on GIBs. Furthermore, PSP was found to significantly enhance the effectiveness of CSR initiatives, particularly when initial levels of ICSR, VCSR, MGF, and PE were low. The study offers theoretical implications by integrating self-determination and need satisfaction theories with CSR research, and practical implications by providing a roadmap for hospitality organizations to strategically leverage CSR for sustainability. Future research should consider longitudinal studies and explore the role of cultural factors in CSR-GIB dynamics.

在了解企业社会责任（CSR）影响酒店业员工绿色创新行为（GIBs）的机制方面，本研究填补了一项重要的研究空白。尽管人们越来越认识到可持续发展的重要性，但对企业社会责任如何有效激励员工参与绿色创新行为却知之甚少。本研究旨在探索工具性企业社会责任（ICSR）和志愿性企业社会责任（VCSR）促进 GIB 的条件，重点关注意义（MGF）和积极情绪（PE）的中介作用，以及感知到的可持续发展政策（PSP）的调节作用。研究采用调查方法，收集了 430 名酒店员工的数据，对提出的多层次模型进行了检验。研究结果表明，MGF 和 PE 部分调节了 ICSR 和 VCSR 对 GIB 的影响。此外，研究还发现，PSP 能显著提高企业社会责任倡议的有效性，尤其是当 ICSR、VCSR、MGF 和 PE 的初始水平较低时。本研究将自我决定和需求满足理论与企业社会责任研究相结合，具有理论意义；同时也为酒店业组织战略性地利用企业社会责任促进可持续发展提供了路线图，具有实践意义。未来的研究应考虑纵向研究，并探索文化因素在企业社会责任-GIB 动态变化中的作用。

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International Journal of Hospitality Management

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