International Journal of Hospitality Management最新文献

英文中文

Pet influencer marketing appeal in hotel booking: Exploring the power of message appeal and boundary conditions 酒店预订中的宠物网红营销诉求：探索信息诉求的力量和边界条件

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

International Journal of Hospitality Management

Pub Date : 2025-01-14 DOI: 10.1016/j.ijhm.2025.104094

Wei Wei , Lu Zhang , Tianyu Ying , Yanyan Zheng

Influencer marketing, as a booming phenomenon, has huge potential for marketing research and practices. This paper tackles the topic of pet influencers on social media, more specifically, dog influencers on Instagram, to examine their effectiveness in guiding hotel guests’ booking intention. Two experiments were conducted to investigate the joint effects of message appeal and prior experience (Study 1, n = 129) and message appeal and perceived attractiveness (Study 2, n = 255) on hotel booking intention. The findings reveal that individuals with less experience are more influenced by rational messages, while those with more experience show no significant preference. Additionally, rational messages are more effective when perceived attractiveness is low. This research fills a gap in understanding the effectiveness of pet influencer marketing and its nuances, providing valuable insights for marketers in the era of social media, particularly in leveraging the unique appeal of pet-human relationships through online marketing tools.

网红营销作为一种蓬勃发展的现象，在营销研究和实践中具有巨大的潜力。本文探讨了社交媒体上的宠物网红，更具体地说，是Instagram上的狗网红，以检验它们在引导酒店客人预订意愿方面的有效性。通过两项实验，研究了信息吸引力和先前经验（研究1，n = 129）以及信息吸引力和感知吸引力（研究2，n = 255）对酒店预订意愿的共同影响。研究结果表明，经验较少的人更容易受到理性信息的影响，而经验较多的人则没有明显的偏好。此外，当感知吸引力较低时，理性信息更有效。这项研究填补了理解宠物网红营销有效性及其细微差别的空白，为社交媒体时代的营销人员提供了有价值的见解，特别是在通过在线营销工具利用宠物与人类关系的独特吸引力方面。

引用次数: 0

Hotel employees’ workplace inclusion and its outcomes: Focusing on the relational aspect of work environment 酒店员工的工作场所包容及其结果：关注工作环境的关系方面

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

International Journal of Hospitality Management

Pub Date : 2025-01-14 DOI: 10.1016/j.ijhm.2025.104096

Haemi Kim , Jinyoung Im , Yeon Ho Shin , Aida Aminifar

This study was to investigate how inclusive leadership and coworker inclusiveness influence employees’ personal and organizational level outcomes through perceived inclusion. Moreover, it was to investigate whether such influences varied upon individual employees’ level of self-efficacy. The hypothesized relationships were tested with a sample of 508 hotel employees using an online survey. The results uncovered the significant roles of inclusive leadership and coworker inclusiveness on promoting employees’ meaning of work and intention to stay. The critical values of employees’ perceived inclusion and self-efficacy in transforming inclusion experiences on meaning of work and intention to stay were identified.

本研究旨在探讨包容性领导和同事包容性如何通过感知包容影响员工的个人和组织层面结果。此外，研究这些影响是否在员工个体的自我效能水平上有所不同。通过一项在线调查，对508名酒店员工的样本进行了假设关系的测试。结果发现，包容性领导和同事包容性对提升员工的工作意义和留任意愿具有重要作用。发现了员工感知包容和自我效能感在转化包容体验对工作意义和留下来意愿的关键价值。

引用次数: 0

Links between cue combinations of physical environments and consumer satisfaction in themed restaurants from a systematic approach–avoidance perspective 主题餐厅物理环境的线索组合与顾客满意度之间的联系——从系统回避的角度

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

International Journal of Hospitality Management

Pub Date : 2025-01-13 DOI: 10.1016/j.ijhm.2024.104055

Guan-Qiang Wang , Bo-Wei Zhu , Kaiyang Wang , Xin-Yang Li , Lei Xiong

Customer satisfaction with themed restaurants is predominantly influenced by all the perceivable cues of the physical environment, purposefully designed by service providers through the strategic deployment of signs, symbols, and embedded ideologies to establish brand identity, attract consumers, and stimulate the growth of added value. Due to epidemic prevention and control practices during the COVID-19 pandemic, the awareness of personal protection in public spaces prone to crowding has increased. In addition to the previous hedonic cues, hygiene or safety cues should be emphasised to minimise customers’ perceptive insecurity and simultaneously convey a desirable service spirit, to achieve the goal of improving consumers' overall environmental satisfaction. However, there is little understanding of the causal rules between comprehensive physical environmental cues and consumer satisfaction from a systematic ‘approach–avoidance’ perspective in the post-pandemic period. This study aimed to identify the relationship between the physical environment cues of themed restaurants and consumer satisfaction using aggregated case analysis (ACA) and the rough set approach (RSA). A total of 14 key conditional attributes of themed restaurants and the key characteristics of each attribute were extracted using ACA. Subsequently, 13 decision-making rules were established using RSA. The findings contribute to the research on cause-and-effect relationships between physical environments and consumer satisfaction with themed restaurants and would help decision-makers select efficient interventions to improve the quality of such restaurants based on user satisfaction.

主题餐厅的顾客满意度主要受物理环境中所有可感知的线索的影响，服务提供者通过对标志、符号和嵌入的意识形态的战略性部署，有目的地进行设计，以建立品牌识别，吸引消费者，刺激附加价值的增长。由于新冠肺炎大流行期间的疫情防控措施，人们在容易拥挤的公共场所的个人防护意识有所提高。除了上述的享乐因素外，我们亦应强调卫生或安全因素，以减低顾客的不安全感，同时传达理想的服务精神，从而达致提高顾客对环境整体满意度的目标。然而，在大流行后时期，从系统的“方法回避”角度来看，对综合物理环境线索与消费者满意度之间的因果规律知之甚少。本研究旨在利用汇总案例分析（ACA）和粗糙集方法（RSA）来确定主题餐厅的物理环境线索与消费者满意度之间的关系。利用蚁群算法提取了主题餐厅的14个关键条件属性和每个属性的关键特征。随后，利用RSA建立了13条决策规则。研究结果有助于研究实体环境与消费者对主题餐厅满意度之间的因果关系，并有助于决策者根据用户满意度选择有效的干预措施来提高主题餐厅的质量。

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引用次数: 0

Leveraging hotels to alleviate homelessness 利用酒店来缓解无家可归者

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

International Journal of Hospitality Management

Pub Date : 2025-01-13 DOI: 10.1016/j.ijhm.2025.104080

Stephen Pratt , Kelly Semrad, Arthur Huang , Ece Zivrali

Homelessness remains a pressing societal issue, perpetuated by factors such as housing affordability and economic inequality. This study explores the potential role of hotels in alleviating homelessness, both as short-term housing solutions and through adaptive reuse of hotels. Grounded in the structural theory, we conducted in-depth interviews with 16 stakeholders, including non-profit service providers, government representatives, community activists, and developers involved in homelessness initiatives. The study identifies the benefits, costs, opportunities, and challenges faced by stakeholders in collaboratively addressing this issue. The findings revealed that while hotels can provide temporary relief, challenges exist, such as limited funding, operational complexities, and suitability concerns for families. Additionally, the adaptive reuse of hotels into affordable housing units emerged as a promising long-term solution.

由于住房负担能力和经济不平等等因素，无家可归仍然是一个紧迫的社会问题。本研究探讨了酒店在缓解无家可归问题上的潜在作用，既可以作为短期住房解决方案，也可以通过酒店的适应性再利用。在结构理论的基础上，我们对16个利益相关者进行了深入访谈，包括非营利服务提供商、政府代表、社区活动家和参与无家可归倡议的开发商。该研究确定了利益相关者在合作解决这一问题时所面临的收益、成本、机会和挑战。调查结果显示，虽然酒店可以提供暂时的缓解，但仍存在挑战，如资金有限、运营复杂性和对家庭的适用性问题。此外，将酒店改造成经济适用房是一个很有前途的长期解决方案。

引用次数: 0

Are highly anthropomorphic service robots more likely to be forgiven by customers after service failures? A mind perception perspective 在服务失败后，高度拟人化的服务机器人更有可能被客户原谅吗？心灵感知视角

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

International Journal of Hospitality Management

Pub Date : 2025-01-13 DOI: 10.1016/j.ijhm.2025.104103

Yaxin Zhao, Zhangxiang Zhu, Binli Tang

Service robot failures are inevitable in the tourism and hospitality industry, so customer forgiveness is crucial. Based on mind perception theory, this study explored the mechanism of service robots’ anthropomorphism level affecting customer forgiveness. Using four scenario-based experiments, the results indicate that highly anthropomorphic service robots are more likely to be forgiven by customers, with perceived experience and perceived agency being the underlying psychological mechanisms. When service robots are relatively less cute, high anthropomorphism can lead to higher perceived experience and perceived agency of customers, and thus, higher forgiveness. By contrast, when service robots are highly cute, the effect of anthropomorphism is not significant. Moreover, high anthropomorphism enhances forgiveness in low-power than high-power customers. Our study complements extant research on service robot anthropomorphism in service failure scenarios and offers a way to mitigate their negative impact.

在旅游业和酒店业，服务机器人的故障是不可避免的，因此客户的原谅至关重要。基于心理知觉理论，本研究探讨了服务机器人拟人化程度对顾客宽恕的影响机制。通过四个基于场景的实验，结果表明，高度拟人化的服务机器人更容易被客户原谅，感知体验和感知代理是潜在的心理机制。当服务机器人相对不那么可爱时，高度拟人化可以导致更高的感知体验和感知代理客户，从而更高的宽恕。相比之下，当服务机器人非常可爱时，拟人化的效果并不显著。此外，高度拟人化在低权力顾客中比在高权力顾客中更能促进宽恕。我们的研究补充了现有的服务机器人拟人化在服务故障场景中的研究，并提供了一种减轻其负面影响的方法。

引用次数: 0

Machines replace human: The impact of intelligent automation job substitution risk on job tenure and career change among hospitality practitioners 机器取代人类：智能自动化工作替代风险对酒店从业人员工作任期和职业变化的影响

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

International Journal of Hospitality Management

Pub Date : 2025-01-12 DOI: 10.1016/j.ijhm.2025.104099

Bocong Yuan, Xinyue Liu

The intelligent automation job substitution risk reflects the probability of occupation being substituted by intelligent automation technology. This study examines the impact of the intelligent automation job substitution risk on the job tenure and the probability of career change from hospitality to other industries in the European region. Drawing from the second-hand data of the Survey of Health, Ageing and Retirement in Europe (SHARE) (Wave 7), we use the logit model and duration model in the regression analysis. Results show that: (1) intelligent automation job substitution risk has a U-shaped effect on job tenure; (2) intelligent automation job substitution risk has an inverted U-shaped effect on the probability of career change from hospitality to others; (3) There exists a significant U-shaped effect between the intelligent automation job substitution risk and the hazard rate of career change from hospitality to others; (4) The intelligent automation job substitution risk has an inverted U-shaped effect on the duration that the event of career change from hospitality to others happens. It is suggested that although there is damaging impact of intelligent automation job substitution risk on hospitality workforce’s job tenure and the probability of career change, it shows alleviation when the automation level approaching tipping point.

智能自动化工作替代风险反映了职业被智能自动化技术替代的概率。本研究考察了智能自动化工作替代风险对欧洲地区酒店行业工作任期和职业转换概率的影响。根据欧洲健康、老龄化和退休调查（SHARE）（Wave 7）的二手数据，我们使用logit模型和持续时间模型进行回归分析。结果表明：(1)智能自动化岗位替代风险对岗位任期具有u型效应；(2)智能自动化职业替代风险对酒店员工职业转换概率呈倒u型影响；(3)智能自动化职业替代风险与酒店职业转行风险率之间存在显著的u型效应；(4)智能自动化职业替代风险对酒店员工职业转换事件持续时间呈倒u型影响。研究表明，尽管智能自动化工作替代风险对酒店劳动力的工作任期和职业转行概率存在破坏性影响，但当自动化水平接近临界点时，这种影响会减弱。

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引用次数: 0

The contribution of sustainable practices to the creation of memorable customer experience: Empirical evidence from Michelin Green Star restaurants 可持续实践对创造令人难忘的顾客体验的贡献：来自米其林绿星餐厅的经验证据

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

International Journal of Hospitality Management

Pub Date : 2025-01-11 DOI: 10.1016/j.ijhm.2025.104110

Angelo Bonfanti , Giovanna Bagnato , Vania Vigolo

This study aims to examine the contribution of sustainable practices to the creation of memorable customer experiences (CXs) in upscale restaurants, especially Michelin Green Star Restaurants (MGSRs). This research adopts a qualitative approach, employing the Gioia methodology to analyze the interviews with MGSRs’ managers and chefs, as well as the content of the restaurants’ corporate websites. In the findings, we identify the sustainable practices adopted by MGSRs to enhance CX memorability and classify them based on the theoretical dimensions of the hospitality experience. Finally, we propose a framework that integrates the sustainable practices implemented by MGSRs within the dimensions of functionality, authenticity, emotionality, engagement, and expressivity in hospitality CX. In this circular process, the partnerships developed among local suppliers, chefs, staff, and customers play a fundamental role in creating memorable CXs. This study combines and extends the literature on CX memorability and sustainable practices in upscale restaurants and provides practical suggestions to restaurant managers.

本研究旨在探讨可持续实践对高档餐厅，特别是米其林绿星餐厅（MGSRs）创造令人难忘的顾客体验（CXs）的贡献。本研究采用定性方法，采用Gioia方法分析对餐厅管理人员和厨师的访谈，以及餐厅公司网站的内容。在研究结果中，我们确定了mgsr为提高客户体验记忆性而采用的可持续实践，并根据酒店体验的理论维度对其进行了分类。最后，我们提出了一个框架，该框架整合了酒店客户体验的功能性、真实性、情感、参与度和表现力等维度中由mgsr实施的可持续实践。在这个循环过程中，当地供应商、厨师、员工和客户之间的合作关系在创造令人难忘的CXs方面发挥了重要作用。本研究结合并扩展了关于客户体验可记忆性和高档餐厅可持续实践的文献，为餐厅管理者提供实用建议。

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引用次数: 0

“Workin for a Livin”: Mediating the role of perceived support, work engagement, and organizational citizenship behavior in the hospitality sector “为生计而工作”：在酒店行业中，感知支持、工作投入和组织公民行为的中介作用

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

International Journal of Hospitality Management

Pub Date : 2025-01-08 DOI: 10.1016/j.ijhm.2024.103983

Hannah McManus, Tony Dundon, Jonathan Lavelle

Previous research on employee engagement outcomes have generated mixed results. Importantly, little research has considered the HR implications of employee support systems in the hospitality industry, seen as a precarious sector, yet one where employees are expected to be highly engaged. This study examines the mediating role of work engagement (WE) in the relationship between perceived workplace support and organizational citizenship behaviors (OCB) at three levels in the hospitality sector in Ireland: the organization (OCB-O), inter-coworkers (OCB-I), and customer levels (OCB-C). Data are collected from 304 employees. Results subject to structural equation modelling. Findings support a mediating role of WE between perceived organisational support and all levels of OCB. The key contribution is that support from co-workers does not cause discretionary behaviour toward the organisation or customers, but only toward colleagues. This is explained by increased WE. These findings have implications for HR managers, and for theory on WE and expected OCB outcomes.

之前对员工敬业度结果的研究得出了好坏参半的结果。重要的是，很少有研究考虑到酒店业员工支持系统对人力资源的影响，酒店业被视为一个不稳定的行业，但员工被期望高度投入。本研究在爱尔兰酒店业的三个层面：组织（OCB- o）、同事间（OCB- i）和客户层面（OCB- c）考察了工作投入（WE）在感知工作场所支持和组织公民行为（OCB）之间的关系中的中介作用。数据来自304名员工。结果服从结构方程建模。研究结果支持组织支持感在组织支持感和各级组织公民行为之间的中介作用。关键的贡献在于，来自同事的支持不会导致对组织或客户的随意行为，而只会导致对同事的随意行为。这可以用WE增加来解释。这些研究结果对人力资源经理以及我们的理论和期望的组织公民行为结果具有启示意义。

{"title":"“Workin for a Livin”: Mediating the role of perceived support, work engagement, and organizational citizenship behavior in the hospitality sector","authors":"Hannah McManus, Tony Dundon, Jonathan Lavelle","doi":"10.1016/j.ijhm.2024.103983","DOIUrl":"10.1016/j.ijhm.2024.103983","url":null,"abstract":"<div><div>Previous research on employee engagement outcomes have generated mixed results. Importantly, little research has considered the HR implications of employee support systems in the hospitality industry, seen as a precarious sector, yet one where employees are expected to be highly engaged. This study examines the mediating role of work engagement (WE) in the relationship between perceived workplace support and organizational citizenship behaviors (OCB) at three levels in the hospitality sector in Ireland: the organization (OCB-O), inter-coworkers (OCB-I), and customer levels (OCB-C). Data are collected from 304 employees. Results subject to structural equation modelling. Findings support a mediating role of WE between perceived organisational support and all levels of OCB. The key contribution is that support from co-workers does not cause discretionary behaviour toward the organisation or customers, but only toward colleagues. This is explained by increased WE. These findings have implications for HR managers, and for theory on WE and expected OCB outcomes.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 103983"},"PeriodicalIF":9.9,"publicationDate":"2025-01-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142975130","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}

引用次数: 0

Revisiting Airbnb’s disruption of hotels: Uneven impacts across markets, segments, and accommodation types 重新审视Airbnb对酒店的颠覆：不同市场、细分市场和住宿类型的不均衡影响

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

International Journal of Hospitality Management

Pub Date : 2025-01-08 DOI: 10.1016/j.ijhm.2024.104073

Kimberly Yoong , René-Ojas Woltering , Cindy Yoonjoung Heo

This study explores the impact of home-sharing platforms, like Airbnb, on the hotel industry by analyzing data from Barcelona, London, and Paris. The results reveal that Airbnb supply negatively impacts hotel RevPAR, with the severity of the effect varying by market, hotel segment, and type of Airbnb listing. Notably, the influence of Airbnb supply differs significantly between markets, being generally less pronounced in the Economy and Luxury hotel segments compared to mid-range segments, though this pattern varies by city. Both types of Airbnb listings have statistically significant effects on hotel performance, but the economic impact is typically weaker for 'non-hotel comparables.' These findings provide valuable insights for hotel managers and policymakers as they navigate the evolving dynamics between home-sharing platforms and the traditional hotel industry.

本研究通过分析巴塞罗那、伦敦和巴黎的数据，探讨了像Airbnb这样的房屋共享平台对酒店业的影响。研究结果表明，Airbnb供应对酒店的每间客房平均收益（RevPAR）产生了负面影响，其影响程度因市场、酒店细分市场和Airbnb房源类型而异。值得注意的是，Airbnb供应的影响在不同市场之间存在显著差异，与中档酒店市场相比，在经济型和豪华酒店市场的影响通常不那么明显，尽管这种模式因城市而异。这两种类型的Airbnb房源对酒店业绩的影响在统计上都很显著，但对“非酒店可比”的经济影响通常较弱。这些发现为酒店管理者和政策制定者提供了有价值的见解，帮助他们在民宿共享平台和传统酒店业之间不断变化的动态中找到方向。

引用次数: 0

Improving employee-robot collaboration in hospitality: Understanding the zero-sum mindset 改善酒店业员工与机器人的协作：理解零和思维

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

International Journal of Hospitality Management

Pub Date : 2025-01-03 DOI: 10.1016/j.ijhm.2024.104062

Dan Jin , Lu Lu , Wangoo Lee

In the evolving landscape of the hotel industry, the integration of robotic technologies is reshaping service dynamics. This three-part research investigates the transformative impact of robots on hospitality employees and their inclination to collaborate with robotic counterparts. Study 1 delves into the intricate relationship between employees' zero-sum mindset and the influence of robot intelligence on collaboration willingness. Employees with a strong zero-sum mindset exhibit a heightened willingness to collaborate with low-intelligence robots but perceive high-intelligence robots as competitors. Study 2 introduces an advocacy campaign, revealing its effectiveness in shifting zero-sum mindset perceptions from threats to valuable resources. In Study 3, employee participation in collaborative tasks is explored, emphasizing the positive outcomes of involving employees in task design for enhanced collaboration with service robots. The findings underscore the need to address employees' competitive mindset and employ effective communication strategies for successful employee-robot collaboration in the hotel industry.

在不断发展的酒店业中，机器人技术的整合正在重塑服务动态。这个由三部分组成的研究调查了机器人对酒店员工的变革性影响，以及他们与机器人同行合作的倾向。研究1探讨了员工零和思维与机器人智能对协作意愿的影响之间的复杂关系。零和思维模式强烈的员工更愿意与低智能机器人合作，但将高智能机器人视为竞争对手。研究2介绍了一项宣传活动，揭示了它在将零和思维观念从威胁转变为宝贵资源方面的有效性。研究3探讨了员工参与协作任务，强调了让员工参与任务设计以增强与服务机器人的协作的积极结果。研究结果强调，酒店业需要解决员工的竞争心态，并采用有效的沟通策略，以实现员工与机器人的成功合作。

{"title":"Improving employee-robot collaboration in hospitality: Understanding the zero-sum mindset","authors":"Dan Jin , Lu Lu , Wangoo Lee","doi":"10.1016/j.ijhm.2024.104062","DOIUrl":"10.1016/j.ijhm.2024.104062","url":null,"abstract":"<div><div>In the evolving landscape of the hotel industry, the integration of robotic technologies is reshaping service dynamics. This three-part research investigates the transformative impact of robots on hospitality employees and their inclination to collaborate with robotic counterparts. Study 1 delves into the intricate relationship between employees' zero-sum mindset and the influence of robot intelligence on collaboration willingness. Employees with a strong zero-sum mindset exhibit a heightened willingness to collaborate with low-intelligence robots but perceive high-intelligence robots as competitors. Study 2 introduces an advocacy campaign, revealing its effectiveness in shifting zero-sum mindset perceptions from threats to valuable resources. In Study 3, employee participation in collaborative tasks is explored, emphasizing the positive outcomes of involving employees in task design for enhanced collaboration with service robots. The findings underscore the need to address employees' competitive mindset and employ effective communication strategies for successful employee-robot collaboration in the hotel industry.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"126 ","pages":"Article 104062"},"PeriodicalIF":9.9,"publicationDate":"2025-01-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142929209","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}

引用次数: 0

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