International Journal of Hospitality Management最新文献

With the increasing ubiquity of booking restaurants through online platforms, the need for restaurant recommender systems that satisfy individual preferences has grown. Previous studies have found it challenging to reflect preferences in multiple aspects because customers' restaurant experiences were approached from a single aspect. This study proposes a novel personalized recommender system that uses the aspect-based sentiment analysis (ABSA) technique to derive granular customer preferences and recommend restaurants accordingly. The proposed model’s performance was empirically validated using customer review data from the global review platform Yelp. Initially, the ABSA technique was used to elaborately analyze sentiment scores for five major aspects of restaurants. Subsequently, aspect-specific sentiment scores were applied to a deep learning prediction model to learn the latent interactions between customers and restaurants. The proposed restaurant recommendation model demonstrated superior prediction compared to the five previous proposed recommendation model, especially yielding improved performance instead of models reflecting overall sentiment scores. Additionally, the impact of various aspect sentiments for the restaurant recommender system was empirically validated, and the results were presented from multiple perspectives based on the model configuration and parameters.

The hospitality firms are actively exploring ways to motivate employees to engage in innovative service behavior. This study examines the effect of workplace fun on promoting employees’ service innovative behavior among hospitality employees by constructing a moderated mediation model. Matched data in three waves from 429 frontline service employees and their 86 supervisors in hospitality industry of China was collected. The findings suggest that workplace fun is positively associated with task crafting and service innovative behavior, in which task crafting plays the mediating role between workplace fun and service innovative behavior. In addition, manager support for fun weakens the effect of workplace fun on task crafting, and negatively moderates the mediating role of task crafting. Our findings provide important implications for workplace fun management and HR practices in the hospitality industry.

Accurate hotel occupancy forecasting is vital for optimizing hotel revenue, yet interpretable machine learning tools lack extensive research. This paper presents a two-step approach utilizing historical and advanced booking data. Principal Components Analysis (PCA) groups similar patterns in booking curves, followed by a pickup forecasting model to predict occupancy. Evaluating the approach using real booking data from three European hotels (2018–2022), it outperformed two benchmarks: classical additive pickup and clustering-based pickup methods. Empirical results demonstrate the superiority of PCA-based methods across all hotels and forecasting horizons. Additionally, incorporating Average Daily Rates into PCA enhances daily hotel demand forecasts, offering potential for enhanced predictions with business operational information in a low-dimensional space.

This study examines customers’ intentions to select an autonomous delivery robot (ADR) for off-premise restaurant delivery services, in response to the growing concerns about carbon emissions. Drawing upon Valence-Instrumentality-Expectancy theory, this study demonstrates how knowledge of transport emissions, awareness of carbon emissions, the perceived environmental performance of ADRs, and ADR usage intentions are interrelated. This study also explores differences between two groups: ADRs as high risk versus low risk. Using PLS-SEM and PLS-multigroup analysis with data from 418 participants, the study results show that more knowledge of transport emissions and higher awareness of carbon emissions are associated with more positive perceptions of ADRs' environmental performance and greater intentions to use ADRs. This study highlights the importance of ADRs’ reliability, which should be prioritized alongside environmental concerns. This study has theoretical contributions and practical implications, including policymaking, for stakeholders in the food delivery business.

Previous research has yet to fully explore the mechanisms through which digital platforms shape the performance of tourism small and medium enterpirses (SMEs). This study, guided by the organizational learning theory, hypothesizes that engagement with digital platforms impacts tourism SMEs' business outcomes primarily through the enhancement of capabilities, specifically marketing and innovation. This study conducted an online survey involving 316 Bed and Breakfast (B&B) owners and supplemented it with semi-structured interviews of 21 owners. The findings reveal that both the intensity of participation (measured by the allocation of human resources to digital platform management) and the diversity of participation (indicated by the number of platforms used) positively correlate with business performance, specifically, revenue per available room. This effect is mediated by marketing capability. Additionally, our results emphasize the valuable role of social media platforms in elevating B&Bs' competitiveness. We provide both theoretical perspectives and practical suggestions based on our findings.

The purpose of this study was to determine the influence of MFDAs characteristics on satisfaction in a health emergence situation, as well as the interrelationships between satisfaction, trust, and continuance intention. Unlike other existing studies, this research examines the determinants of satisfaction classified into two groups based on the Expectation-Confirmation Model: on one hand, service-related factors (external - lifestyle compatibility and various food choices), and on the other hand, technical factors (internal - personalization, performance expectancy, and task technology fit) in the context of MFDA. Additionally, the moderating role of perceived COVID-19 risk was explored. The study provides a tool that app developers can use to test their proposed systems before commercialisation through measuring the relationship between MFDA system characteristics and user satisfaction.

Due to a positivity bias, the accuracy of online reviews on accommodation-sharing platforms has been called into question. Utilizing social presence theory and two experimental studies, we found that the two-way (vs. one-way) review system, owing to social and observational cues associated with both the sharing platform and the review system, results in a higher guest review rating for a negative experience. Additionally, through a moderated mediation, we found that this effect is contingent on the social presence dynamic of the service provider, with the effect of the two-way review system being negated for a property management company. Finally, we show that this relationship is driven by impression management. The findings of this research present novel insights into the two-way review system, providing both theoretical and practical implications for peer-to-peer platforms and traditional hospitality brands with regard to review system management.

The intersection of hospitality cultures and healthcare industries has gained widespread recognition. As commercialized postpartum care has gained traction in Eastern countries and the growing acknowledgment of unmet needs of “the Fourth Trimester” in Western countries, the postpartum wellness hotels (PWHs), as a healthcare hospitality business, deserve special consideration. Despite its significance, this niche market remains underexplored, and there is a dearth of research dedicated to the motivation scale in this domain. This study addresses this gap by utilizing comprehensive procedures to develop and validate a PWH motivation scale. The results indicate six primary motivational factors: rest and relief, parenting learning and newborn development, self-reward and indulgence, perceived norms, environment, as well as body and beauty. Furthermore, the impact of motivation on engagement is discussed.

Comparison studies in the context of Taiwanese and Chinese restaurant chains remain scarce. This research utilized a comparison study to examine the key distinctions between Taiwanese and Chinese restaurant chains in their response to COVID-19 pandemic. Additionally, this paper also focused on the indirect effects of service quality on customer revisit intention during pandemic. The first study involved a renowned Taiwanese restaurant chain and revealed that service quality impacts revisit intention through brand equity and safety management system. The second study involved a popular Chinese hotpot restaurant chain and demonstrated that service quality affects revisit intention through gratification and reputation. Additionally, the moderating effects of safety perceived and perceived value were considered critical on revisit intention. This study highlighted adapting to local market conditions while prioritizing safety and customer satisfaction amid pandemic. It enriches academic discourse and offer practical insights for post-pandemic business recovery strategies.