International Journal of Hospitality Management最新文献

This study explores gender inclusion via practices of organizational development and human resource management from general managers in five-star hotels based on the gap between current practices, expectations, and typical general managers' characteristics. The study states the related theories of organizational culture, corporate policies, perceived organizational support, core competencies, and gender perceptions. A mixed method was applied in three stages. Quantitative research was conducted with 400 executive staff using 25 structured questionnaires via a Likert scale: Needs Assessment. The second stage is qualitative research conducted using five in-depth interview questions with 22 interviews conducted by the general manager. Interview transcripts collected the data, contents analysis inter-coding and triangulation of themes development. The last stage is the development of a model and guidelines, which are conducted by juxtaposing quantitative and qualitative data and expert reviews. The study discusses the implications for the literature and practice.

This paper analyzes the implementation of corporate sustainability strategies (CSS) in hotels, identifying key factors and practices as perceived by middle-managers. Using qualitative methods, we conducted initial and in-depth interviews with owners, top-managers, and 37 middle-managers from various departments of a hotel chain in the Canary Islands. An existing literature-informed CSS implementation framework guided our analysis, revealing nine key factors that act as drivers, barriers, or both to CSS implementation. We identified crucial practices including paper-use reduction, employee well-being, plastic-use reduction, energy efficiency, recycling, water management, air quality, social contribution, food waste management, and green chemicals, noting varying relevancies across departments. Particularly, work-wellbeing, plastic-use reduction, and energy efficiency showed the highest alignment with CSS. Our findings offer insights into the practical application of CSS, underscoring the importance of tailoring department-specific practices to overarching sustainability goals to bolster organizational sustainability strategies.

Recent literature in environmental management implies that employee behaviour is imperative for improving environmental sustainability. Despite this, few attempts have been made into how environmentally specific empowering leadership (ESEL) relates to employees’ green creativity. This study aims to uncover how and when ESEL can foster hospitality employees’ green creativity through the sequential mediation path of employee green learning orientation (GLO) and green creative self-efficacy (GCSE), and moderation of green organizational culture (GOC) for the effects of ESEL on green learning orientation and green creative self-efficacy. To test the model, a multi-wave survey process was used to collect and analyze data from 333 employees of three-to-five-star hotels in China using PLS-SEM. The results demonstrated a significant relationship of ESEL with green learning orientation, green creative self-efficacy, and green creativity. Similarly, green learning orientation and green creative self-efficacy showed significant relationships with green creativity. Moreover, results demonstrated that green learning orientation and green creative self-efficacy functioned as sequential mediation path to link ESEL to hospitality employees’ green creativity. Moreover, the impact of ESEL on green learning orientation and green creative self-efficacy was moderated by green organisational culture. Overall, our study contributes to scholarly knowledge on empowering leadership and environmental management by providing new insights into the critical role of ESEL in fostering green creativity. Using the conservation of resources (COR) theory and the resource-based view (RBV) theory as a foundation, this research provides theoretical and practical contributions, implications, and valuable recommendations for scholars and managers in the hospitality discipline.

Customers’ proenvironmental behaviors (PEBs) are important in the sustainable development of rural bed and breakfasts (B&Bs). This study uses a mixed research approach based on embodied cognitive theory and a stimulusorganismresponse (SOR) framework to explore the mechanism of the influence of the sensescape on customers’ PEBs based on a case study of rural B&Bs in China. The results show that (1) four dimensions of the sensescape, but not the tastescape, have a direct positive effect on customers’ PEBs and that the visualscape has the greatest direct effect; and (2) place attachment and mental restoration respectively play mediating roles in the relationship between the sensescape and customer PEBs. This study has theoretical and practical implications.

Disasters and crises, including the COVID-19 pandemic, have created an uncertain and challenging environment, particularly for the hospitality and service-based industries, forcing managers to seek effective approaches in designing and staging delightful experiences in post-crisis conditions. This paper aims to advance research in delightful customer experiences in the hospitality and service-based industries in the post-crisis “new normal” conditions by (1) systematically and critically reviewing non-crisis and pre-pandemic findings on customer delight, (2) updating and structuring new findings in times of crisis and during the pandemic, and (3) thus suggesting new ways of conceptualising customer delight in the “new normal” conditions. Several conceptual gaps are identified based on this systematic critical review, which eventuates the development of a dual-pathway framework in the "new normal" context. Following this, several future research directions and practical implications for more effective delightful experience management are provided.

The purpose of our paper is to assess the interrelationships of management commitment to the ecological environment (MCEE), harmonious environmental passion (HEP), task-related and proactive pro-environmental behaviors (PEB), and qualitative job insecurity (QJIS) in a moderated serial mediation model. Data gathered from hotel customer-contact employees were utilized to gauge the aforementioned links. The results from the partial least squares structural equation modeling suggest that HEP and task-related PEB mediate the linkage between MCEE and proactive PEB in a sequential manner. The results further suggest that QJIS mitigates the influence of MCEE on HEP. More importantly, QJIS reduces the indirect positive impact of MCEE on proactive PEB through HEP and task-related PEB such that the indirect positive impact is lower among hotel employees with high QJIS than among hotel employees with low QJIS. Theoretical and practical implications are discussed.

Theories of service firm life cycle do not explain what happens to a hotel at the end of the decline stage. Although market exit is one of the possible outcomes of business decline, it is under-researched. Yet, such research is critical for understanding the options available to a hotel in a time of crisis. By interviewing senior managers with the experience of failed hotels (n=17), this study revisits a taxonomy of market exits to reconceptualize the decline stage of a hotel’s life cycle. The study shows that, on some occasions, market exits can affect hotels positively rather than negatively, thus leading to business regeneration. Investors/owners play a central role in market exits and their cognition determines how market exit impacts the business future. The study positions turnaround not as a market exit, but as a strategy which can lead a hotel to it or away from it.

Anchored in healing experiences literature and therapeutic landscapes theory, this study aims to develop a Healing Experiences at Resort Hotels (HERH) scale. Study 1 comprises an extensive review and culminates in the initial identification of five dimensions. Subsequent intensive interviews with ten interviewees yield 170 statements, which are refined into 26 items spanning five dimensions. In Study 2, through exploratory structural equation modeling using 280 survey responses, results are refined to 22 items across four dimensions: sensory healing, social healing, wellness and cultural healing, and natural healing. With another 574 survey responses, Study 3 then confirms the scale’s reliability, construct and discriminant validity, and criterion-related validity. This four-dimensional 22-item HERH scale constitutes a groundbreaking effort to create a comprehensive scale for healing experiences at resort hotels. As a practical tool, the HERH can be applied by hoteliers to evaluate the quality of healing experiences at resort hotels.

This paper examines the antecedents and consequences of customer intentions to write fake online reviews on Agoda.com as a case in the hospitality context. Brand nostalgia, brand strength, moral attitude, review-related skepticism, and perceived unfairness were represented as antecedents of customer intentions, while boycott behavior, willingness to pay a price premium, and customer satisfaction were represented as consequences of their intentions. Data was gathered using a structured survey from 373 Italian, 440 French, and 392 British customers. Findings present significant insights into customer intentions to write fake online reviews. In addition, multi-group analysis highlights the differences among nationalities. This paper provides valuable insights for industry professionals and policymakers in the hospitality industry.

Allocation of public funding, such as those of government grants, can be influenced by subjective factors, similar to biases that research has found in commercial business lending based on organizational and ownership factors. However, there is limited research that has investigated biases in grant programs. Using data from the Paycheck Protection Program in the United States this study examined whether biases existed in grant programs for hospitality businesses. Results of regression analyses indicate that hospitality businesses received greater total loan amounts and smaller loan amounts per employee than businesses in other industries. Additionally, male business owners, White business owners, and corporations received greater loan amounts compared to other demographic groups. This study contributes to extending the current literature on commercial lending by enhancing our understanding of representative biases in government-directed lending programs for businesses.