International Journal of Hospitality Management最新文献_第6页

What happens after the arrival of service robots? Investigating how robotic usage experience facilitates employees’ exploitative and exploratory learning behaviors 服务机器人到来后会发生什么？研究机器人使用经验如何促进员工的探索性学习行为

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

International Journal of Hospitality Management

Pub Date : 2024-09-27 DOI: 10.1016/j.ijhm.2024.103936

Xin Liu , Lu Zhang , Lishan Xie , Xinhua Guan

Service robots have been widely introduced into the hospitality industry and are being extensively utilized. Most existing research has focused on the customer perspective and explored the antecedents of robotic usage experience, leaving the mechanisms of its work-related consequences unclear. This research provides a causal framework for understanding the relationship between robotic usage experience and employee learning behaviors. Through an online scenario-based experiment and a field survey, the results indicated that the robotic usage experience significantly increases employees’ exploitative and exploratory learning behaviors. Workplace inspiration plays a partial mediating role between them. Moreover, employees’ learning goal orientation positively moderates the relationship between robotic usage experience and workplace inspiration. When employees have a higher learning goal orientation, the impact of robotic usage experience on workplace inspiration becomes stronger. The findings can effectively guide employees to utilize robotic usage experience to promote their learning behaviors, thereby enhancing organizational innovation and competitiveness.

服务机器人已被广泛引入酒店业，并得到了广泛应用。现有研究大多侧重于客户视角，探讨机器人使用体验的前因，对其工作相关后果的机制尚不清楚。本研究为理解机器人使用体验与员工学习行为之间的关系提供了一个因果框架。通过在线情景实验和实地调查，研究结果表明，机器人使用体验显著增加了员工的开发性和探索性学习行为。工作场所激励在两者之间起到了部分中介作用。此外，员工的学习目标导向对机器人使用体验和工作场所激励之间的关系起着积极的调节作用。当员工的学习目标导向越高，机器人使用经验对工作场所灵感的影响就越大。研究结果可以有效引导员工利用机器人使用体验促进其学习行为，从而提高组织的创新力和竞争力。

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引用次数: 0

Influence of robot anthropomorphism on consumer attitudes toward restaurants and service providers 机器人拟人化对消费者对餐厅和服务提供商态度的影响

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

International Journal of Hospitality Management

Pub Date : 2024-09-27 DOI: 10.1016/j.ijhm.2024.103939

Yiming Qian, Xiaoang Wan

We conducted this study to investigate the influence of robot anthropomorphism on consumers’ attitudes toward restaurants and service providers, focusing on the moderating effects of robot social roles and consumer autonomy. The results of Study 1 revealed that anthropomorphic robots fostered more positive attitudes toward restaurants and service robots than non-anthropomorphic robots when consumers viewed restaurant advertisements. The results of Study 2 revealed that consumers also exhibited more positive attitudes toward anthropomorphic robots compared to non-anthropomorphic robots when picturing restaurant dining experiences. Furthermore, when non-anthropomorphic robots were assigned partner roles and consumers were given the option to choose their servers, attitudes toward these robots improved. Collectively, these findings suggest that anthropomorphism in robots can lead to more positive attitudes, and the acceptance of non-anthropomorphic robots can be enhanced through greater consumer autonomy and the assignment of partner roles. These results provide insight into AI service marketing strategies.

我们开展了这项研究，调查机器人拟人化对消费者对餐馆和服务提供商态度的影响，重点关注机器人社会角色和消费者自主性的调节作用。研究1的结果表明，当消费者观看餐厅广告时，拟人化机器人比非拟人化机器人更能激发消费者对餐厅和服务机器人的积极态度。研究2的结果表明，与非拟人机器人相比，消费者在想象餐厅就餐体验时，也会对拟人机器人表现出更积极的态度。此外，当非拟人机器人被赋予伙伴角色并让消费者选择服务员时，消费者对这些机器人的态度也会有所改善。总之，这些研究结果表明，机器人的拟人化可以带来更积极的态度，而非拟人化机器人的接受度则可以通过提高消费者自主权和分配伙伴角色来提高。这些结果为人工智能服务营销战略提供了启示。

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引用次数: 0

Seeing isn't always believing: Exploring the influence of misleading photos on consumer responses in hotel industry 眼见不一定为实：探讨误导性照片对酒店业消费者反应的影响

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

International Journal of Hospitality Management

Pub Date : 2024-09-27 DOI: 10.1016/j.ijhm.2024.103934

Kashif Ali Khan , Faizan Ali , Usman Khan , Dehua Sun , Salman Alotaibi

This study examines the impact of misleading photos on consumer’s regret, distrust, and anger, leading to negative word-of-mouth communication. Using a scenario-based experimental design, data were collected from 259 participants via Amazon Mechanical Turk (MTurk). The study further examines these interrelationships across leisure and business traveller groups as well as misleading photos posted on hotel’s official website or user-generated content (UGC). Findings reveal significant relationships between misleading photos and negative emotional responses, including regret, distrust, and anger. These emotions, in turn, affect negative word-of-mouth communication, with regret and anger being significant predictors. The multigroup analysis further identifies differences in emotional responses between leisure and business travelers, emphasizing the need for segment-specific marketing strategies. The study's implications highlight the importance of authenticity and transparency in visual marketing to enhance consumer satisfaction and loyalty while minimizing negative emotional responses. The study offers practical insights for hospitality businesses aiming to improve customer experiences and relationships.

本研究探讨了误导性照片对消费者的后悔、不信任和愤怒情绪的影响，从而导致负面口碑传播。本研究采用基于情景的实验设计，通过亚马逊机械手（MTurk）收集了 259 名参与者的数据。研究进一步考察了休闲和商务旅客群体之间的相互关系，以及酒店官方网站或用户生成内容（UGC）上发布的误导性照片。研究结果表明，误导性照片与负面情绪反应（包括后悔、不信任和愤怒）之间存在重要关系。这些情绪反过来又会影响负面口碑传播，其中遗憾和愤怒是重要的预测因素。多群体分析进一步确定了休闲游客和商务游客在情绪反应上的差异，强调了针对不同群体制定营销策略的必要性。研究的意义强调了视觉营销中真实性和透明度的重要性，以提高消费者的满意度和忠诚度，同时最大限度地减少负面情绪反应。这项研究为旨在改善客户体验和关系的酒店业提供了实用的见解。

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引用次数: 0

Why do consumers choose online food delivery services? A meta-analytic review 消费者为何选择网上送餐服务？荟萃分析综述

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

International Journal of Hospitality Management

Pub Date : 2024-09-25 DOI: 10.1016/j.ijhm.2024.103921

Amit Shankar , Charles Jebarajakirthy , Haroon Iqbal Maseeh , Preeti Nayal , Aman Kumar , Chitra Krishnan

This study proposes a meta-analytic framework with the underpinnings of unified theory of acceptance and use of technology, value-based adoption model, and brand relationship quality theory to summarise online food delivery (OFD) literature. Meta-analytic bivariate analysis was used to test the relationships in the proposed model. Further, by performing moderation analysis, this meta-analysis resolves inconsistencies in the findings reported in the domain’s literature. Performance expectancy, effort expectancy, social influence, facilitating conditions, and perceived risk determine perceived value, while perceived value has a significant positive impact on usage behaviour which in turn triggers satisfaction, trust, and loyalty. Moderation analysis indicates that these effects can vary in the OFD literature depending on various contextual and methodological moderators. This review, being the pioneer meta-analysis in OFD domain, advances the domain’s literature. Practically, the findings provide several implications for enhancing consumers’ perceived value and customer responses to OFD services.

本研究提出了一个元分析框架，以技术接受和使用统一理论、基于价值的采用模型和品牌关系质量理论为基础，对网上送餐（OFD）文献进行总结。元分析的双变量分析用于检验拟议模型中的关系。此外，通过进行调节分析，该元分析解决了该领域文献中研究结果不一致的问题。绩效预期、努力预期、社会影响、便利条件和感知风险决定了感知价值，而感知价值对使用行为有显著的积极影响，反过来又会引发满意度、信任度和忠诚度。调节分析表明，在 OFD 文献中，这些影响会因不同的背景和方法调节因素而有所不同。本综述是对外部开发领域的首例荟萃分析，推动了该领域文献的发展。在实践中，研究结果为提高消费者的感知价值和客户对 OFD 服务的反应提供了一些启示。

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引用次数: 0

How signal portfolios affect success in equity-based crowdfunding: Evidence from the Chinese hotel industry 信号组合如何影响股权众筹的成功：来自中国酒店业的证据

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

International Journal of Hospitality Management

Pub Date : 2024-09-25 DOI: 10.1016/j.ijhm.2024.103938

Liqing La , Seongsoo (Simon) Jang

While most crowdfunding studies predominantly explore the success factors of reward-based crowdfunding, this research studies the efficacy of composite signal portfolios. Specifically, we investigate how bundles of substantive signals—comprising product- and firm-relevant information—and rhetorical signals—grounded in language-based information—affect the performance of equity-based hotel crowdfunding. By analyzing objective data from 512 equity crowdfunding projects within the Chinese hotel industry, our findings indicate that the combination of product- and firm-related substantive signals, such as price and team size, enhances both the amount and percentage of equity-based crowdfunding. Furthermore, our results unveil that the combination of product-related substantive (price) and rhetorical (emotional appeal) signals significantly contributes to equity-based crowdfunding success. These findings not only contribute to the existing literature on hotel crowdfunding but also offer strategic implications for equity-based crowdfunding managers in the hotel industry.

大多数众筹研究主要探讨基于奖励的众筹的成功因素，而本研究则研究复合信号组合的功效。具体而言，我们研究了由产品和公司相关信息组成的实质性信号组合和以语言信息为基础的修辞性信号组合如何影响基于股权的酒店众筹的绩效。通过分析中国酒店业 512 个股权众筹项目的客观数据，我们的研究结果表明，与产品和公司相关的实质性信号（如价格和团队规模）的组合提高了股权众筹的金额和比例。此外，我们的研究结果还揭示出，与产品相关的实质性信号（价格）和修辞性信号（情感诉求）的结合大大有助于股权众筹的成功。这些发现不仅为现有的酒店众筹文献做出了贡献，还为酒店业的股权众筹管理者提供了战略启示。

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引用次数: 0

Developing an integrated resort’s (IR) environmental, social, and corporate governance (ESG) measurement scale 制定综合度假村（IR）的环境、社会和公司治理（ESG）衡量标准

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

International Journal of Hospitality Management

Pub Date : 2024-09-25 DOI: 10.1016/j.ijhm.2024.103924

Yae-Na Park , Simon Hyungsup Hahn , Choong-Ki Lee , Jaewook Kim , Ki-Joon Back

Despite its economic benefits, the integrated resort (IR) industry faces social concerns, including pollution, gambling addiction, and community conflicts. To counter these issues, managing ESG (environmental, social, and governance) practices becomes crucial for IRs. However, IRs need more specific ESG measurement scales to ensure progress. This study aims to fill this gap by developing a new scale tailored to assess ESG activities in IRs. Using a mixed methodology, the study identified six key factors: environment, internal/external stakeholders, responsible gambling, safety and health, and governance. Rigorous statistical analysis confirmed the validity and predictive power of the developed scale. Theoretically, this study introduces the first-ever ESG scale for IRs, including the unique "responsible gambling" factor. It equips resort managers with a tool to build ESG strategies, gain social acceptance, and ultimately boost profitability. By embracing ESG principles and utilizing this new scale, IRs can ensure sustainable growth while minimizing negative impacts.

尽管综合度假村（IR）产业具有经济效益，但它也面临着污染、赌博成瘾和社区冲突等社会问题。为了应对这些问题，管理 ESG（环境、社会和治理）实践对 IR 至关重要。然而，投资者需要更具体的 ESG 衡量标准，以确保取得进展。本研究旨在通过开发一种新的量表来评估投资者关系中的 ESG 活动，从而填补这一空白。研究采用混合方法，确定了六个关键因素：环境、内部/外部利益相关者、负责任的赌博、安全与健康以及治理。严格的统计分析证实了所开发量表的有效性和预测能力。从理论上讲，本研究首次为投资者关系引入了环境、社会和治理量表，其中包括独特的 "负责任的赌博 "因素。它为度假村管理者提供了建立 ESG 战略、获得社会认可并最终提高盈利能力的工具。通过采用环境、社会和公司治理原则以及利用这一新量表，投资者关系公司可以确保可持续增长，同时最大限度地减少负面影响。

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引用次数: 0

Lookism in hospitality and tourism workplaces: A multilevel review and research agenda 酒店和旅游工作场所的 "外观主义"：多层次审查和研究议程

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

International Journal of Hospitality Management

Pub Date : 2024-09-24 DOI: 10.1016/j.ijhm.2024.103909

Janice Jones , Ashokkumar Manoharan , Juan M. Madera

By analyzing 47 articles on lookism of employees in Hospitality-Tourism workplaces published up to March 2023 in hospitality and non-hospitality journals, this study provides a systematic review of lookism and synthesizes the findings into a multilevel conceptual framework of its antecedents and consequences. Findings indicate factors at the individual-, job-, organizational- and institutional-level are antecedents to lookism of employees and job candidates, with stigmatization, prejudice and stereotypes, gendered job context, aesthetic labor and Human Resource Management practices emphasizing aesthetic labor and physical appearance requirements, and a lack of anti-discrimination legislation respectively influencing lookism. While we find “institutionalized lookism” and “individualized lookism” operate at the individual and organizational levels, in the absence of institutionalized lookism, individualized lookism can still manifest because of the prejudices and stereotypes held by hiring managers and recruiters. Reduced applicant hireability, and other career outcomes, job attitudes, and psychological and health outcomes are employee-level consequences of lookism.

本研究通过分析截至 2023 年 3 月在酒店业和非酒店业期刊上发表的 47 篇关于酒店业-旅游业工作场所员工 "貌相主义 "的文章，对 "貌相主义 "进行了系统回顾，并将研究结果归纳为一个关于 "貌相主义 "前因后果的多层次概念框架。研究结果表明，个人、工作、组织和制度层面的因素是员工和求职者外貌歧视的前因，其中污名化、偏见和刻板印象、性别化工作环境、审美劳动和强调审美劳动和外貌要求的人力资源管理实践以及反歧视立法的缺乏分别影响着外貌歧视。我们发现，"制度化的外貌歧视 "和 "个性化的外貌歧视 "分别在个人和组织层面发挥作用，但在没有制度化的外貌歧视的情况下，个性化的外貌歧视仍然会因为招聘经理和招聘人员持有的偏见和成见而表现出来。外貌歧视在雇员层面造成的后果包括降低申请人的可聘用性，以及其他职业结果、工作态度、心理和健康结果。

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引用次数: 0

Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods 酒店业的智能服务质量--利用 MCDM 和聚类方法进行量化评估

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

International Journal of Hospitality Management

Pub Date : 2024-09-24 DOI: 10.1016/j.ijhm.2024.103931

Nur Ayvaz-Çavdaroğlu, Shilpa Iyanna, Monika Foster

Technology is transforming the Hospitality and Tourism (H&T) sector from a “high-touch, face-to-face” to a “high-tech, low-touch” service sector. This changing landscape necessitates a reconfiguration of the traditional service quality dimensions. To make the renowned Service Quality (SERVQUAL) model relevant in today’s dramatically different landscape, this study proposes an extended SERVQUAL framework that incorporates smart service quality as a key dimension. Using the best-worst method (BWM), the relative importance of the extended SERVQUAL dimensions is assessed from the consumers’ perspective. Furthermore, the discrepancies amongst different consumer groups are identified using latent class clustering. The findings identify rather balanced preference ratios across quality dimensions and age groups; yet, reliability is the most preferred service dimension, while smart service quality is the least. The analysis results imply several important insights into the weighted importance ranking of quality dimensions and the nuanced preferences of data-driven customer segments, being valuable both from theoretical and managerial perspectives.

技术正在将酒店与旅游业（H&T）从 "高接触、面对面 "的服务行业转变为 "高科技、低接触 "的服务行业。这种变化要求对传统的服务质量维度进行重新配置。为了使知名的服务质量（SERVQUAL）模型适用于当今迥然不同的环境，本研究提出了一个扩展的 SERVQUAL 框架，将智能服务质量作为一个关键维度。使用最佳-最差法（BWM），从消费者的角度评估了扩展的 SERVQUAL 维度的相对重要性。此外，还使用潜类聚类法确定了不同消费者群体之间的差异。研究结果表明，不同质量维度和年龄组之间的偏好比率相当均衡；然而，可靠性是消费者最偏好的服务维度，而智能服务质量则是消费者最不偏好的服务维度。分析结果意味着对质量维度的加权重要性排序和数据驱动的客户群体的细微偏好有了一些重要的见解，从理论和管理角度来看都很有价值。

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引用次数: 0

Discovery of smart hotels’ competitiveness based on online reviews 根据在线评论发现智能酒店的竞争力

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

International Journal of Hospitality Management

Pub Date : 2024-09-23 DOI: 10.1016/j.ijhm.2024.103926

Baobao Song , Haiyang Xia , Rob Law , Birgit Muskat , Gang Li

The rapid expansion of smart hotels in recent years has aroused researchers' interest in their competitiveness. While previous research has identified factors influencing the competitiveness of smart hotels, little effort has been devoted to understanding the specific competitive strengths and weaknesses of individual smart hotels. This study addresses the research gap by proposing a novel artificial intelligence framework that analyzes the competitive strengths and weaknesses of smart hotels based on online review data. The framework employs aspect-level sentiment analysis, outlying aspect mining, and theory of lodging to identify detailed competitive strengths and weaknesses of smart hotels from different perspectives. The effectiveness of the proposed framework is demonstrated through a case study of major smart hotels worldwide. The results extend the theory of lodging by incorporating new factors related to smart hotels and provide valuable insights that can help smart hotel practitioners develop strategies to enhance competitiveness at the firm, brand, and market levels.

近年来，智能酒店的迅速发展引起了研究人员对其竞争力的兴趣。虽然以往的研究已经发现了影响智能酒店竞争力的因素，但很少有人致力于了解单个智能酒店的具体竞争优势和劣势。本研究针对这一研究空白，提出了一种基于在线评论数据分析智能酒店竞争优劣势的新型人工智能框架。该框架采用了方面级情感分析、离题方面挖掘和住宿理论，从不同角度详细识别了智能酒店的竞争优势和劣势。通过对全球主要智能酒店的案例研究，证明了所提框架的有效性。研究结果扩展了住宿理论，纳入了与智能酒店相关的新因素，并提供了有价值的见解，可帮助智能酒店从业者制定战略，以增强企业、品牌和市场层面的竞争力。

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引用次数: 0

The hospitable thought that counts: An emerging theory of “AI consciousness” in genuine hospitality 重要的好客思想：真正好客的 "人工智能意识 "新理论

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

International Journal of Hospitality Management

Pub Date : 2024-09-23 DOI: 10.1016/j.ijhm.2024.103928

Wangoo Lee , Lu Lu

This research establishes the Consciousness Attribution Model of AI Hospitableness (CAMAH), an emerging theoretical framework that examines three interconnected aspects: (1) the mechanism of consciousness attribution by consumers towards AI-enabled service providers, (2) the necessity of such attributions in recognizing the symbolic value of AI hospitableness, and (3) a nuanced comparison between human and AI providers concerning their capacity to deliver genuine hospitability. At its core, CAMAH articulates seven foundational propositions around the argument that consuming genuine hospitality delivered by AI service providers necessitates consumers’ attribution of consciousness. Our model not only highlights a necessary condition under which AI providers are capable of offering symbolic values through their perceived hospitableness but also delineates the key boundaries of such perceptions, acknowledging the inherent distinctions between AI entities—notwithstanding their potential to emulate humanlike form/behavior—and humans.

本研究建立了人工智能热情好客的意识归因模型（CAMAH），这是一个新兴的理论框架，研究了三个相互关联的方面：（1）消费者对人工智能服务提供商的意识归因机制；（2）这种归因在认识人工智能热情好客的象征价值方面的必要性；（3）人类和人工智能服务提供商在提供真正热情好客的能力方面的细微比较。CAMAH的核心是围绕以下论点阐明七个基本命题：消费人工智能服务提供商提供的真正好客服务需要消费者的意识归因。我们的模型不仅强调了人工智能服务提供商能够通过其感知到的好客提供象征性价值的必要条件，还划定了这种感知的关键界限，承认了人工智能实体--尽管它们有可能模仿类似人类的形式/行为--与人类之间的固有区别。

引用次数: 0