International Journal of Hospitality Management最新文献

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Managing the risks of job crafting: Three-way interaction model of job crafting on job performance 管理工作制作的风险：工作制作对工作绩效的三向互动模型

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

International Journal of Hospitality Management

Pub Date : 2024-12-18 DOI: 10.1016/j.ijhm.2024.104058

Jingyi Bai , Aliana Man Wai Leong , Osman M. Karatepe , Fevzi Okumus

Very little is known about whether job crafting (JC) reduces employee job performance (JP), and if it does, how such unintended consequences could be lessened. By fusing ideas from situational strength theory and behavioral decision theory into a multilevel framework, we investigate how risk propensity interacting with organizational control mechanisms affects the performance benefits of JC in hospitality businesses. Using a sample of 388 frontline hospitality employees included in 82 teams, we conducted multilevel path analyses via Mplus software and found that the performance benefits of JC were weakened among employees with higher levels of risk propensity. Such a moderating effect was amplified when employees had high levels of job autonomy, while it was weakened for teams with a strong accountability context. Our study offers new theoretical and practical insights by identifying risk propensity as a preventative antecedent to the benefits of JC, with organizational control mechanisms as a crucial qualifier of such effects.

关于工作制作（JC）是否会降低员工的工作绩效（JP），以及如果会，如何减少这种意想不到的后果，我们所知甚少。通过将情境优势理论和行为决策理论融合到一个多层次的框架中，我们研究了风险倾向与组织控制机制的相互作用如何影响酒店企业JC的绩效效益。我们以82个团队的388名一线酒店员工为样本，通过Mplus软件进行多层次路径分析，发现风险倾向越高的员工，JC的绩效效益越弱。当员工拥有高度的工作自主权时，这种调节效应会被放大，而在具有强烈责任背景的团队中，这种调节效应会被削弱。我们的研究提供了新的理论和实践见解，通过识别风险倾向作为JC利益的预防性先决条件，组织控制机制是这种效果的关键限定条件。

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引用次数: 0

How to make consumers tolerate robotic service failures 如何让消费者容忍机器人服务故障

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

International Journal of Hospitality Management

Pub Date : 2024-12-18 DOI: 10.1016/j.ijhm.2024.104059

Chundong Zheng , Shuqin Liu , Lingyu Zhao , Ke Ma , Weisha Wang , Han Wang

Many companies are now using service robots to partially replace human employees. Despite robots service failures are inevitable, very little is understood about how to mitigate the negative impact of consumers’ attitudes towards robot service failures. This research aims to investigate how the appearance and personality anthropomorphism affect consumer satisfaction and behavioral intentions toward service failure. Findings indicate that consumers tend to express more positive attitudes after experiencing robot service failures on a humanoid robot or an extroverted robot. Moreover, the interaction effect of appearance and personality anthropomorphism is demonstrated and the mediating role of social distance is also examined. The research findings provide insights for marketing practitioners and humanoid robot designers.

许多公司现在都在使用服务机器人来部分取代人类员工。尽管机器人服务故障是不可避免的，但对于如何减轻消费者对机器人服务故障的态度所产生的负面影响，人们知之甚少。本研究旨在探讨外观拟人化与个性拟人化如何影响消费者满意度与服务失败行为意向。研究结果表明，在人形机器人或外向型机器人上经历机器人服务故障后，消费者倾向于表达更积极的态度。此外，研究还验证了外貌与人格拟人化的交互效应，并考察了社会距离的中介作用。研究结果为市场营销从业者和仿人机器人设计者提供了见解。

引用次数: 0

Clustering glamping entrepreneurs with intention desire to action model (IDA): Towards an understanding of entrepreneurial intentions 聚类有意图的glamping企业家-行动欲望模型（IDA）：迈向对企业家意图的理解

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

International Journal of Hospitality Management

Pub Date : 2024-12-18 DOI: 10.1016/j.ijhm.2024.104069

Kevin Grande , Raquel Camprubi , Hugues Séraphin

Entrepreneurial Intention (EI) research is relatively scant in tourism and hospitality management. Demand and supply of camping and glamping businesses are growing rapidly over the world. This study is important from a theoretical point of view, as it seeks to understand the mechanism and determine whether there are profiles of entrepreneurial intentions in hospitality businesses. To do so, this study addresses the entrepreneurial topic that has never been covered in the context of outdoor hospitality and deconstructs the literature review on the context of glamping to create the Intention Desire to Action (IDA) conceptual model for analyzing glamping entrepreneurial intentions. Based on a multidimensional data perspective, this study describes different EI profiles in the glamping sector. From a practical perspective, this research provides a tool for policymakers and financial funds to understand the constraints of entrepreneurs to create and relaunch glamping business. This study ends by arguing the need for a plan to relaunch and safeguard the thousands of closed outdoor hospitalities during this last decade.

创业意向（EI）在旅游与酒店管理领域的研究相对较少。世界各地对露营和豪华野营的需求和供应都在迅速增长。从理论角度来看，这项研究很重要，因为它试图理解机制，并确定酒店企业中是否存在创业意图的概况。为此，本研究解决了从未在户外酒店背景下涉及的创业主题，并解构了关于豪华露营背景的文献综述，创建了分析豪华露营创业意图的意向-愿望-行动（IDA）概念模型。基于多维数据视角，本研究描述了豪华露营行业不同的EI概况。从实践的角度来看，本研究为政策制定者和金融基金了解企业家创业和再创业的制约因素提供了工具。本研究最后提出，有必要制定一项计划，重新启动并保护过去十年中关闭的数千家户外酒店。

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引用次数: 0

The effect of perceived brand betrayal on brand hate, avoidance-like and attack-like strategies: A comparative study of customers with/without past negative experiences 感知到的品牌背叛对品牌厌恶、类回避和类攻击策略的影响：有/没有负面经历顾客的比较研究

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

International Journal of Hospitality Management

Pub Date : 2024-12-17 DOI: 10.1016/j.ijhm.2024.104056

Nasrin Rasouli , S. Mostafa Rasoolimanesh , Mohammad Alimohammadirokni , Ayatollah Momayez

This study explores the impact of perceived brand betrayal on two types of brand hate and their subsequent effects on consumer behavioral responses. It also investigates how these relationships vary between customers with/without past negative experiences. Data about luxury hotels were obtained using an online survey in Iran. Partial least squares structural equation modeling was used for data analysis. The findings indicate that perceived betrayal positively influences passive and active brand hate, leading to negative behavioral responses. Moreover, a significant difference was found between the two groups of customers with/without past negative experiences regarding the effect of perceived betrayal on active hate and the effect of active hate on negative behavioral responses. By applying appraisal theory, this study provides a unique contribution by examining avoidance and attack strategies as behavioral consequences of service failures and comparing their impacts on customers with/without past negative experiences.

本研究探讨了感知品牌背叛对两种类型的品牌厌恶的影响及其对消费者行为反应的后续影响。它还调查了这些关系在有/没有负面经历的客户之间是如何变化的。关于豪华酒店的数据是通过伊朗的一项在线调查获得的。采用偏最小二乘结构方程模型进行数据分析。研究结果表明，感知背叛对被动和主动品牌厌恶产生正向影响，从而导致消极的行为反应。此外，在感知背叛对主动仇恨的影响和主动仇恨对消极行为反应的影响方面，两组有/没有负面经历的顾客之间存在显著差异。通过运用评价理论，本研究提供了一个独特的贡献，通过研究逃避和攻击策略作为服务失败的行为后果，并比较它们对有/没有负面经历的客户的影响。

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引用次数: 0

The translation aesthetics of brand names and their effect on bilingual consumers’ engagement with luxury hotels

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

International Journal of Hospitality Management

Pub Date : 2024-12-17 DOI: 10.1016/j.ijhm.2024.104054

Yang Zhang, Cheng-Yuan Chen, Si-Fan Liu, Zhi-Xuan Li

This study examines Chinese bilingual consumers’ perceptions of the hotel brand name translation (HBNT) aesthetic, its potentially differentiated effects on their engagement with brands, and the indirect effect of brand authenticity and cultural appeal indicators on activity. Based on three experimental studies - text presentation experiment, audio playback experiment, and a mixed experiment that included text, audio, and explanation, ANOVA analysis indicated that the HBNT with beauty of sound produced the strongest engagement whereas HBNT with beauty of form produced the lowest engagement. The study also revealed that brand authenticity has a partial mediation effect within the nexus between HBNT aesthetic and consumer engagement. Furthermore, cultural symbolism has been identified as a moderator between the HBNT aesthetic and consumer brand engagement if the consumers illustrate higher level of cultural symbolism perception. These findings provide practical recommendations for international luxury hotel brands regarding successful participation and enhancement of the Chinese market.

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引用次数: 0

Customer word-of-mouth for generative AI: Innovation and adoption in hospitality and tourism 生成式人工智能的客户口碑：酒店和旅游业的创新和采用

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

International Journal of Hospitality Management

Pub Date : 2024-12-17 DOI: 10.1016/j.ijhm.2024.104070

Pipatpong Fakfare , Noppadol Manosuthi , Jin-Soo Lee , Heesup Han , Minkyoung Jin

Generative artificial intelligence (AI), such as ChatGPT, is increasingly utilized to facilitate decision-making processes in various aspects of our lives, including travel activities. Despite its growing adoption in the travel service industry, a research gap focusing on the innovation characteristics of ChatGPT, customer adoption, and word-of-mouth (WOM) remains. By utilizing stringent methodologies through variable- and case-based approaches, this study explores the influence of ChatGPT innovation characteristics and customer adoption factors in inducing WOM. The formal set-theoretic approach further explores the intersections between the empirical model, theory, and outcome (WOM). The results provide novel insights into customer WOM for generative AI, examining whether innovation attributes, such as relative benefits, complexity and compatibility, and/or states of customer adoption factors -- particularly in terms of cognitive, affective, and behavioral response individually or in combination -- contribute to WOM, thereby leading to theoretical and practical implications in the hospitality and tourism industry.

像ChatGPT这样的生成式人工智能（AI）越来越多地用于促进我们生活各个方面的决策过程，包括旅行活动。尽管ChatGPT在旅游服务行业的应用越来越多，但在ChatGPT的创新特征、客户采用和口碑（口碑）方面的研究差距仍然存在。本研究采用严格的方法，通过变量和基于案例的方法，探讨了ChatGPT创新特征和客户采用因素在诱导口碑中的影响。正式的集合论方法进一步探讨了经验模型、理论和结果（WOM）之间的交集。研究结果为生成式人工智能提供了关于客户口碑的新见解，研究了创新属性（如相对效益、复杂性和兼容性）和/或客户采用因素的状态（特别是在单独或组合的认知、情感和行为反应方面）是否有助于口碑，从而对酒店和旅游业产生理论和实践影响。

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引用次数: 0

Understanding customer complaints from negative online hotel reviews: A BERT-based deep learning approach 从负面在线酒店评论中理解客户投诉：基于bert的深度学习方法

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

International Journal of Hospitality Management

Pub Date : 2024-12-14 DOI: 10.1016/j.ijhm.2024.104057

Wuhuan Xu , Zhong Yao , Yuanhong Ma , Zeyu Li

This paper utilizes the deep learning model based on BERT-BiLSTM-CRF in combination with the econometric model to examine how hotel customers’ complaints toward diverse service attributes contribute to their overall satisfaction. With our model, seven types of customer complaints, including service, facility, cleanliness, price, location, dining, and noise, can be automatically identified from hotel online reviews, achieving an F1 of 0.82 and a recall of 0.85. Econometrics analyses show that different types of complaints have varying degrees of impact on customer satisfaction. For example, in the hotel industry, service complaints show a stronger negative effect than cleanliness complaints, facility complaints, etc. Furthermore, the results of the robustness check show that our conclusions are consistent before and after COVID-19. Our findings contribute to the customer dissatisfaction literature and offer practical implications for service failure management in online travel platforms.

本文将基于 BERT-BiLSTM-CRF 的深度学习模型与计量经济学模型相结合，研究了酒店顾客对不同服务属性的投诉如何影响其总体满意度。通过我们的模型，可以从酒店在线评论中自动识别出七种类型的顾客投诉，包括服务、设施、清洁度、价格、位置、餐饮和噪音，F1 为 0.82，召回率为 0.85。计量经济学分析表明，不同类型的投诉对顾客满意度有不同程度的影响。例如，在酒店业，服务投诉比清洁投诉、设施投诉等的负面影响更大。此外，稳健性检验结果表明，我们的结论在 COVID-19 前后是一致的。我们的研究结果为顾客不满文献做出了贡献，并为在线旅游平台的服务故障管理提供了实际意义。

引用次数: 0

The nexus between green HRM, employee well-being, and citizenship behavior: Exploring the mediating role of employee sustainability and motivation

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

International Journal of Hospitality Management

Pub Date : 2024-12-14 DOI: 10.1016/j.ijhm.2024.104053

Muhammad Asim Shahzad , Xiaoxiang Wang , Zhengguo Li , Muhammad Junaid

This research investigates how green human resource management (GHRM) practices impact employee well-being and employee citizenship behvaior (ECB) through the mediating role of employee motivation and employee sustainability in the hospitality industry. The data were gathered from 384 employees and managers in the Chinese hospitality industry. The data were analyzed through Smart PLS-4 using Partial Least Squares Structural Equation Modelling (PLS-SEM). We discovered that GHRM practices have a direct impact on employee motivation and sustainability, which then impacts employee well-being and citizenship behavior. We further explored that employee motivation and sustainability mediated the impact of green HRM practices on employees' citizenship behavior and employee well-being. These findings provide wider implications for theory and practice, which will be discussed later in this paper.

引用次数: 0

May AI come in? Generative AI shaping gender diverse recruitment in the hospitality industry 人工智能可以进来吗？生成式人工智能塑造酒店业的性别多元化招聘

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

International Journal of Hospitality Management

Pub Date : 2024-12-14 DOI: 10.1016/j.ijhm.2024.104061

Kedarnath Thakur , Aarushi Singh , M. Srimannarayana

In the recent development of recruitment research in the hospitality industry, the need to assess the job attributes, signal of gender diversity, perception of potential employees about the organization, and assessment of hiring outcomes has gained immense interest. Across three experimental studies, this paper examines the to-and-fro interactive recruitment process with generative AI assistance in the context of the hospitality industry. Across studies 1–3, the cognitive process of applicants while browsing gender-diverse job advertisements is assessed using an eye-tracking approach, followed by the usefulness of feminine and masculine cues assisted by generative AI are examined using a text analysis approach and lastly, assessing the likability and hireability of job applicants to fit for the hospitality industry through cover letters in scenarios where evaluators are unaware of the generative AI-assistance.

在酒店业招聘研究的最新发展中，对工作属性、性别多样性信号、潜在员工对组织的看法以及招聘结果评估的需求获得了极大的关注。本文通过三项实验研究，以酒店业为背景，探讨了在生成式人工智能辅助下的来往互动招聘过程。在 1-3 项研究中，首先使用眼动跟踪方法评估了求职者在浏览性别多元化招聘广告时的认知过程，然后使用文本分析方法研究了生成式人工智能辅助下的女性和男性线索的有用性，最后在评估者不知道生成式人工智能辅助的情况下，通过求职信评估了求职者适合酒店业的好感度和可雇佣性。

引用次数: 0

High-performance work systems in job demands-resources theory: Implications for employee burnout and quality of life 工作需求-资源理论中的高绩效工作系统：对员工职业倦怠和生活质量的影响

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

International Journal of Hospitality Management

Pub Date : 2024-12-13 DOI: 10.1016/j.ijhm.2024.104066

Daniel Dorta-Afonso , Laura Romero-Domínguez

Building on recent developments in job demands-resources (JD-R) theory, we investigate how high-performance work systems (HPWS) are related to both the motivational and health impairment processes. Concretely, we examine the relationship between HPWS and employees’ burnout and quality of life (QoL) through its link with challenge and hindrance job demands. To do so, 417 hospitality and tourism employees (i.e. hotels, restaurants, and car rental offices) were surveyed, and their responses were analyzed using PLS-SEM. The results showed that HPWS were negatively associated with employee burnout, both directly and indirectly, through the reduction of challenge and hindrance job demands. In addition, the results showed that there is a positive relationship between HPWS and employee QoL. A negative association between burnout and QoL was observed, but the expected relationship between challenge job demands and QoL was not empirically confirmed. We discuss how these findings contribute to JD-R theory and practice.

基于工作需求-资源（JD-R）理论的最新发展，我们研究了高绩效工作系统（HPWS）与激励和健康损害过程之间的关系。具体而言，我们通过 HPWS 与挑战性和阻碍性工作需求之间的联系，研究了 HPWS 与员工职业倦怠和生活质量（QoL）之间的关系。为此，我们对 417 名酒店和旅游业员工（即酒店、餐馆和汽车租赁公司）进行了调查，并使用 PLS-SEM 对他们的回答进行了分析。结果表明，HPWS 通过降低挑战性和阻碍性工作需求，直接或间接地与员工的职业倦怠负相关。此外，结果显示 HPWS 与员工 QoL 之间存在正相关。我们观察到职业倦怠与 QoL 之间存在负相关，但挑战性工作要求与 QoL 之间的预期关系并未得到实证证实。我们讨论了这些研究结果对 JD-R 理论和实践的贡献。

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全部化学•材料生命科学医学物理工程技术环境•农林材料科学地球科学法学管理学化学环境科学与生态学计算机科学教育学经济学农林科学人文科学生物学数学物理与天体物理心理学综合性期刊其他工业工程理学历史学农学文学信息工程

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全部 ACS Publications Elsevier ieeexplore Springer The Royal Society of Chemistry Wiley

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International Journal of Hospitality Management

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