International Journal of Hospitality Management最新文献_第5页

Escalation of consumer outrage: Unraveling the amplifying conditions driving online vengeance in online travel agencies 消费者愤怒的升级：揭示推动在线旅行社在线复仇的放大条件

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-27 DOI: 10.1016/j.ijhm.2026.104582

Alireza Zolfaghari, Hwansuk Chris Choi, Statia Elliot

The literature suggests that double deviation—an initial service failure followed by an unfair or ineffective recovery—is a key driver of online vengeance. Building on this, and using appraisal theory of emotions, this paper develops an appraisal-layer framework that, across three studies, tests three amplifiers—resource-congruent injustice, intrinsic service criticality, and negative social cues—to explain when online travel agencies' problems escalate into vindictive negative word-of-mouth (VNWOM). Study 1 offers an extension of the matching hypothesis to double-deviation contexts: congruent resource loss (distributive unfairness after outcome failures; interactional unfairness after process failures) increases VNWOM intentions, whereas procedural congruence does not. Study 2 proposes intrinsic service criticality as the baseline importance of a service type (e.g., cost at risk, interdependence with other trip elements, reversibility) that shapes appraisals before any failure occurs; Studies 2A–2B show flights/accommodations were perceived as more critical than car rentals on this dimension, and higher criticality predicts stronger VNWOM under identical double-deviation scripts, independent of perceived severity. Study 3 identifies negative social cues (exposure to others’ negative reviews) as an amplifying factor of consumer online vengeance and shows that this effect on VNWOM intentions is only modestly and partially mediated by anger. Theoretically, the study introduces appraisal-layer amplifiers that sway how double deviations are interpreted in OTA contexts. Practically, it offers guardrails to avoid same-domain “double hits,” prioritize high-criticality bookings, and respond transparently to negative reviews to curb VNWOM.

文献表明，双重偏差——最初的服务失败，随后是不公平或无效的恢复——是网络报复的关键驱动因素。在此基础上，利用情绪评价理论，本文开发了一个评价层框架，通过三项研究，测试了三个放大器——资源一致性不公正、内在服务关键性和负面社会线索——来解释在线旅行社的问题何时升级为报复性负面口碑（VNWOM）。研究1将匹配假设扩展到双偏差情境：一致性资源损失（结果失败后的分配不公平；过程失败后的互动不公平）会增加VNWOM意图，而程序一致性则不会。研究2提出内在服务关键性作为服务类型（例如，风险成本，与其他行程要素的相互依赖性，可逆性）的基线重要性，在任何故障发生之前形成评估；研究2A-2B显示，在这个维度上，航班/住宿被认为比汽车租赁更重要，在相同的双偏差脚本下，更高的关键程度预示着更强的VNWOM，与感知的严重程度无关。研究3发现，负面的社会线索（接触他人的负面评论）是消费者在线报复的放大因素，并表明这种对VNWOM意图的影响仅由愤怒适度和部分地介导。从理论上讲，该研究引入了影响OTA背景下如何解释双重偏差的评估层放大器。实际上，它提供了护栏来避免同域名的“双重点击”，优先考虑高度关键的预订，并透明地回应负面评论以遏制VNWOM。

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引用次数: 0

When traditional restaurants meet service robots: Consumption rituals, authenticity and brand trust 当传统餐厅遇到服务机器人：消费仪式、真实性和品牌信任

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-27 DOI: 10.1016/j.ijhm.2026.104579

Lulu Cheng , Xi Li , Biqiang Liu , Lili Cheng

As robotic technology reshapes dining experiences, few studies have explored the efficacy of service robots in traditional restaurants where consumption rituals are deeply embedded. Drawing on sense-making theory, this research aims to critically examine how service provider type (human vs. robot) interacts with consumption rituals (present vs. absent) to shape brand trust in traditional restaurants. Through three controlled experiments, the findings reveal a matching effect that human servers enhance brand trust when consumption rituals are present, whereas robot servers are more effective in non-ritualistic settings. These effects are mediated by distinct authenticity perceptions: human servers strengthen moral authenticity, while robot servers enhance food authenticity. By uncovering the nuanced sense-making process underlying human-robot interactions, this research advances knowledge by identifying authenticity as a dual-pathway mechanism in ritualistic dining contexts. Practically, this research provides insights into optimizing service automation in traditional restaurants, balancing technological innovation with cultural preservation to enhance brand trust.

随着机器人技术重塑就餐体验，很少有研究探讨服务机器人在根深蒂固的消费仪式的传统餐馆中的功效。利用意义构建理论，本研究旨在批判性地研究服务提供者类型（人类与机器人）如何与消费仪式（在场与缺席）相互作用，以塑造传统餐馆的品牌信任。通过三个对照实验，研究结果揭示了一种匹配效应，即当消费仪式存在时，人类服务员会增强品牌信任，而机器人服务员在非仪式环境中更有效。这些影响是由不同的真实性感知介导的：人类服务员增强道德真实性，而机器人服务员增强食物真实性。通过揭示人机交互背后微妙的意义形成过程，本研究通过将真实性确定为仪式用餐环境中的双重途径机制来推进知识。在实践中，本研究提供了优化传统餐厅服务自动化，平衡技术创新与文化保护以提高品牌信任的见解。

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引用次数: 0

Why disclose? Understanding users’ self-disclosure on hospitality and tourism social networking sites 为什么披露?了解用户在酒店和旅游社交网站上的自我披露情况

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-27 DOI: 10.1016/j.ijhm.2026.104570

Faizan Ali , Brad McKenna , Jason Bennett Thatcher , Chengzhong Wu , Salman Alotaibi

Despite the proven link between user-generated content and the popularity of tourist destinations, research has left relatively unexamined the drivers of members’ self-disclosure on hospitality and tourism social networking sites (SNSs). Such work is important, because studies report that members of hospitality and tourism SNSs update their personal information and interact with other members significantly less than members of more traditional social media platforms. Accordingly, we draw on social exchange theory and self-regulatory theory to develop a theoretical model that connects perceived benefits and costs to self-disclosure in tourism. We add nuance to our model by examining whether these relationships differ across promotions vs. prevention-focused individuals. The model was empirically tested using structural equation modelling with data gathered from 509 members of two popular Chinese hospitality and tourism SNSs. The findings indicate that while reciprocity, popularity, self-presentation, security, and anonymity positively influence users’ self-disclosure on SNSs, privacy risk has a negative influence. Our findings also show differences across members who are promotion versus prevention focused. This study contributes to the existing literature by proposing a holistic model of self-disclosure on social networking sites.

尽管用户生成的内容与旅游目的地的受欢迎程度之间的联系已得到证实，但研究却相对缺乏对会员在酒店和旅游社交网站（sns）上自我披露的驱动因素的研究。这项工作很重要，因为研究报告称，酒店和旅游社交网站的成员更新个人信息和与其他成员互动的次数明显少于更传统的社交媒体平台的成员。因此，我们利用社会交换理论和自我调节理论建立了一个理论模型，将感知收益和成本与旅游业自我披露联系起来。我们通过检查这些关系在促进与预防的个体之间是否不同，为我们的模型添加了细微差别。采用结构方程模型对模型进行了实证检验，并收集了509家中国热门酒店和旅游社交网站的数据。研究发现，互惠性、受欢迎程度、自我呈现、安全性和匿名性正向影响用户在社交网站上的自我披露，而隐私风险具有负向影响。我们的研究结果还显示了以促进和预防为重点的成员之间的差异。本研究通过提出社交网站自我表露的整体模型，对现有文献有所贡献。

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引用次数: 0

Caught between comfort and conscience: Hotel guests’ ambivalence towards sustainability practices during leisure stay and their customer citizenship behavior 在舒适和良心之间：酒店客人在休闲住宿期间对可持续性实践的矛盾心理和他们的客户公民行为

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-27 DOI: 10.1016/j.ijhm.2026.104572

Joanne Sau Ching Yim , Erna Andajani , Lai Khuan Yap , Kuang Long Lim

Leisure travelers often have hedonic goals that may conflict with the perceived sacrifices associated with hotels’ sustainability practices, and may feel ambivalent towards participating in it. This study examines the relationships between hotel sustainability practices, ambivalence toward sustainability practices, and guests’ customer citizenship behaviors (advocacy, feedback, helping, and tolerance) among 389 participants from Indonesia and Malaysia. Ambivalence is analyzed as a moderating factor, where it weakens the positive effects of sustainability practices on feedback and helping behavior of the Malaysian group, and also weakens tolerance of the Indonesian group. At the same time, it strengthens the positive impact of sustainability practices on feedback of the Indonesian group. Open-ended responses found guests prioritized comfort, services, physical environment, facilities, and cleanliness when considering hotels’ eco-friendly measures. Findings can inform managerial practices to effectively capitalize on sustainability initiatives to enhance guests’ citizenship behavior.

休闲旅行者通常有享乐的目标，这可能与酒店可持续发展实践所带来的牺牲相冲突，并且可能对参与其中感到矛盾。本研究调查了来自印度尼西亚和马来西亚的389名参与者，考察了酒店可持续发展实践、对可持续发展实践的矛盾心理和客人的顾客公民行为（倡导、反馈、帮助和容忍）之间的关系。矛盾心理被分析为一个调节因素，它削弱了可持续发展实践对马来西亚群体反馈和帮助行为的积极影响，也削弱了印度尼西亚群体的容忍度。同时，它加强了可持续性实践对印度尼西亚集团反馈的积极影响。开放式回答发现，在考虑酒店的环保措施时，客人优先考虑的是舒适度、服务、物理环境、设施和清洁度。调查结果可以为管理实践提供信息，有效地利用可持续发展倡议来提高客人的公民行为。

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引用次数: 0

Sparking passion for hospitality amongst Generation Z: The interrelationships of inclusive organizational culture, job flourishing, reduced job strain, and self-efficacy 激发Z世代待客热情：包容性组织文化、工作繁荣、减轻工作压力和自我效能之间的相互关系

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-27 DOI: 10.1016/j.ijhm.2026.104577

Omar Mohammed Ali Ababneh , Ibrahim Alnawas , Tamer Koburtay , Osman M. Karatepe

Our paper explores how signals of inclusive organizational culture influence Gen Z candidates’ intentions to accept job offers, along with the mediating effects of job flourishing and reduced job strain, as well as self-efficacy as a moderator. We employed conjoint and vignette experimental designs to simulate authentic decision-making scenarios. Initially, the findings of Study I demonstrated a direct association between inclusive culture and job attractiveness for Gen Z candidates, laying a strong foundation for conducting Study II. The findings of Study II denoted complementary mediation roles played by job flourishing and reduced job strain, along with the significant moderation role of self-efficacy. Our paper provides a theoretical framework for understanding complex organizational signals, contributing to the discourse on workforce inclusivity and Generation Z recruitment strategies. Our paper also offers important implications for hospitality business practice.

我们的研究探讨了包容性组织文化的信号如何影响Z世代候选人接受工作机会的意愿，以及工作繁荣和减少工作压力的中介作用，以及自我效能感的调节作用。我们采用联合和小插曲实验设计来模拟真实的决策场景。最初，研究1的研究结果表明，包容性文化与Z世代求职者的工作吸引力之间存在直接联系，为研究2的开展奠定了坚实的基础。研究二发现，工作繁荣与工作压力的降低具有互补的中介作用，自我效能感具有显著的调节作用。我们的论文为理解复杂的组织信号提供了一个理论框架，有助于对劳动力包容性和Z世代招聘策略的讨论。我们的论文也为酒店业务实践提供了重要的启示。

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引用次数: 0

Left, right, and robotic: Political ideology’s influence on reactions to anthropomorphic AI service robots in hospitality through the lens of social response theory 左，右，机器人：通过社会反应理论的视角，政治意识形态对酒店业拟人化人工智能服务机器人反应的影响

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-26 DOI: 10.1016/j.ijhm.2026.104578

Xiaolong Shao , Xingyi Zhang , Jing Li , Heesu Han

This study examines how political ideology moderates consumer reactions to anthropomorphic AI service robots in hospitality settings, drawing on social response theory and moral foundations theory. Two experimental studies (N = 217 in Study 1; N = 226 in Study 2) tested the effects of robot design (anthropomorphic vs. mechanistic) on attitudes toward interaction and usage intentions, with political ideology as a moderator. Results from both studies show that conservatives exhibit more positive attitudes and intentions toward anthropomorphic robots compared to mechanistic ones, while liberals’ responses remain consistent regardless of design. Study 2 reveals that perceived enjoyment and parasocial relationships mediate these effects, with stronger indirect influences among conservatives. The findings highlight ideological differences in AI acceptance, extending social response theory by demonstrating conditional effects of anthropomorphism. Practically, hospitality businesses can tailor robot designs to regional ideological profiles to enhance customer engagement amid labor shortages. Limitations include scenario-based methods; future research could explore real-world settings and additional mediators like trust.

本研究利用社会反应理论和道德基础理论，探讨了政治意识形态如何调节消费者对酒店环境中拟人化人工智能服务机器人的反应。两项实验研究（研究1中的N = 217；研究2中的N = 226）以政治意识形态为调节因素，测试了机器人设计（拟人化与机械化）对交互态度和使用意图的影响。两项研究的结果都表明，与机械式机器人相比，保守派对拟人化机器人表现出更积极的态度和意向，而自由派的反应则与设计无关。研究2表明，感知享受和副社会关系介导了这些影响，其中保守派的间接影响更强。研究结果强调了人工智能接受的意识形态差异，通过证明拟人化的条件效应扩展了社会反应理论。实际上，在劳动力短缺的情况下，酒店企业可以根据地区的意识形态特征定制机器人设计，以提高客户参与度。局限性包括基于场景的方法；未来的研究可以探索现实世界的环境和额外的中介，如信任。

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引用次数: 0

Redefining service quality: Development and validation of the, robotic service quality scale 重新定义服务质量：机器人服务质量量表的开发和验证

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-26 DOI: 10.1016/j.ijhm.2026.104560

Ahmet Hacikara , Kevin Murphy , Tingting Zhang , Murat Hancer , Dogan Gursoy

The expansion of robotic technologies in the hospitality industry is redefining traditional service interactions and customer expectations. Grounded in social exchange theory, this study presents a multidimensional framework for measuring the quality of robotic services in hospitality settings. Through a comprehensive literature review, five focus group studies, and a four-stage scale development process involving 1600 valid responses, this study develops and validates a multidimensional framework to assess hotel customers' perceptions of robotic service quality (ROBOQUAL). The resulting framework comprises three key dimensions: robotic service quality, robotic task efficiency, and robotic empathy. The study highlights the transformative role of robotic service quality in shaping hospitality experiences, setting the foundation for future research in AI-driven service innovation. Theoretically, the validation of the ROBOQUAL scale provides a robust tool for future research by expanding the social exchange theory into the context of human-robot interactions (HRI). Practically, the insights gained from this study can guide hospitality managers in integrating robotic services more effectively to enhance customer satisfaction and operational efficiency.

机器人技术在酒店业的扩展正在重新定义传统的服务互动和客户期望。在社会交换理论的基础上，本研究提出了一个多维的框架来衡量酒店环境中机器人服务的质量。通过全面的文献综述、五个焦点小组研究和涉及1600个有效回复的四阶段量表开发过程，本研究开发并验证了一个多维框架，以评估酒店客户对机器人服务质量的看法（ROBOQUAL）。由此产生的框架包括三个关键维度：机器人服务质量、机器人任务效率和机器人移情。该研究强调了机器人服务质量在塑造酒店体验方面的变革性作用，为未来人工智能驱动的服务创新研究奠定了基础。从理论上讲，ROBOQUAL量表的验证通过将社会交换理论扩展到人机交互（HRI）的背景下，为未来的研究提供了一个强大的工具。实际上，从本研究中获得的见解可以指导酒店管理者更有效地整合机器人服务，以提高客户满意度和运营效率。

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引用次数: 0

Forecasting hospitality revenue with economic wave models: A trigonometric approach to science and non-science labor elasticity 用经济波动模型预测酒店收入：科学和非科学劳动弹性的三角方法

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-24 DOI: 10.1016/j.ijhm.2026.104580

Xuan Van Tran

Amid rising hotel excess expenditure driven by unconscious motives and the threat of university funding cuts, this study tackles key challenges for the U.S. hospitality sector. With science, technology, engineering, and mathematics (STEM) employment projected to grow 10.4 % by 2033, accurate forecasting of Revenue per Available Room (RevPAR) is increasingly critical. Using utility-based Generative Adversarial Networks (GANs) grounded in Economic Wave Theory, the study models how unconscious motives contribute to excess expenditure among STEM and non-STEM workforces from 2016 to 2024. By isolating these effects via Average Daily Rate (ADR) and Occupancy (OCC), the analysis identifies the STEM Non-employed group as a Nash equilibrium—an optimal target for dynamic pricing and occupancy adjustments.

Findings

show that focusing on this equilibrium segment improves RevPAR forecasting precision and supports revenue management strategies, offering implications for better alignment between labor market structures and hospitality operations.

由于无意识的动机和大学经费削减的威胁，酒店的超额支出不断增加，本研究解决了美国酒店业面临的主要挑战。到2033年，科学、技术、工程和数学（STEM）领域的就业预计将增长10.4% %，因此准确预测每间可用客房收入（RevPAR）变得越来越重要。该研究使用基于经济浪潮理论的基于效用的生成对抗网络（GANs），模拟了2016年至2024年无意识动机如何导致STEM和非STEM劳动力的过度支出。通过平均每日房价（ADR）和入住率（OCC）隔离这些影响，该分析将STEM非就业群体确定为纳什均衡——动态定价和入住率调整的最佳目标。

引用次数: 0

Disruption in hospitality: Spillover effects of Airbnb's IPO on hotel and casino stocks 酒店业的颠覆：Airbnb首次公开募股对酒店和赌场股票的溢出效应

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-24 DOI: 10.1016/j.ijhm.2026.104569

Apostolos Ampountolas , Yagmur Saglam

This study examines the spillover effects of Airbnb’s initial public offering (IPO) on the stock performance of traditional hospitality firms, specifically hotel chains and casino operators. Using a Structural Vector Auto-Regression (SVAR) model, we analyze daily stock returns and closing prices from January 2021 to May 2023 to examine the interconnectedness between Airbnb and traditional hospitality stocks. Our findings reveal significant short-term spillover effects, with hotel stocks displaying greater sensitivity to Airbnb’s performance than casino stocks. Variance decomposition and impulse-response functions highlight the temporary nature of these impacts, reflecting cyclical investor sentiment patterns that stabilize within a few periods. The study confirms Airbnb's disruptive influence on traditional hospitality markets while offering insights into established players’ resilience and adaptive strategies. This research contributes to the literature on disruptive innovation and provides technical implications for managing market volatility and enhancing competitiveness in the hospitality industry.

本研究考察了Airbnb首次公开募股（IPO）对传统酒店公司（特别是连锁酒店和赌场运营商）股票表现的溢出效应。使用结构向量自回归（SVAR）模型，我们分析了2021年1月至2023年5月期间的每日股票收益和收盘价，以检验Airbnb与传统酒店类股票之间的相互关联性。我们的研究结果显示了显著的短期溢出效应，酒店股比赌场股对Airbnb的业绩表现更敏感。方差分解和脉冲响应函数强调了这些影响的临时性质，反映了在几个时期内稳定的周期性投资者情绪模式。该研究证实了Airbnb对传统酒店市场的颠覆性影响，同时也为老牌酒店的弹性和适应策略提供了见解。本研究对颠覆性创新的文献有所贡献，并为管理市场波动和提高酒店业的竞争力提供了技术启示。

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引用次数: 0

Frontstage vs. backstage automation in hospitality: Consumer responses to role-differentiated robotic service 前台自动化与后台自动化：消费者对角色差异化机器人服务的反应

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management

Pub Date : 2026-01-24 DOI: 10.1016/j.ijhm.2026.104559

Xiyu Guo, Xiaoang Wan

As restaurants increasingly adopt robotic employees, whether their impact on perceived value depends on the service role remains unclear. Through two studies, we examined how robotic (vs. human) service providers affected restaurant evaluations. Participants viewed promotional videos featuring robotic or human waiters in different social contexts: Study 1 included a human chef, whereas Study 2 featured a robotic chef. An integrated analysis of both studies revealed that robotic waiters increased consumers’ willingness to pay price premiums, perceived innovativeness, and dining intentions compared to human waiters. In contrast, robotic chefs reduced dining intentions than human chefs. These role-dependent effects were consistent across social dining contexts. These findings highlight a distinction between frontstage and backstage automation: frontline robots enhance value through novelty, whereas backstage robots in authenticity-sensitive roles trigger consumer skepticism. Collectively, automation’s value is role-specific. We recommend deploying robots in customer-facing roles while preserving human expertise in core culinary production.

随着餐馆越来越多地采用机器人员工，它们对感知价值的影响是否取决于服务角色仍不清楚。通过两项研究，我们研究了机器人（与人类）服务提供者如何影响餐馆的评价。参与者观看了不同社会背景下机器人或人类服务员的宣传视频：研究1中有一个人类厨师，而研究2中有一个机器人厨师。对这两项研究的综合分析显示，与人类服务员相比，机器人服务员增加了消费者支付溢价的意愿、感知创新的意愿和用餐意愿。相比之下，机器人厨师比人类厨师降低了就餐意愿。这些角色依赖效应在社交用餐环境中是一致的。这些发现突出了前台自动化和后台自动化之间的区别：前台机器人通过新奇来提高价值，而后台机器人在真实性敏感的角色中会引发消费者的怀疑。总的来说，自动化的价值是特定于角色的。我们建议在核心烹饪生产中保留人类专业知识的同时，在面向客户的角色中部署机器人。

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引用次数: 0