International Journal of Hospitality Management最新文献

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AI disruption threat and employee outcomes: Role of technology insecurity, thriving at work, and trait self-esteem 人工智能破坏威胁与员工成果：技术不安全感、工作欣欣向荣和特质自尊的作用

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

International Journal of Hospitality Management

Pub Date : 2024-12-12 DOI: 10.1016/j.ijhm.2024.104064

Aliana Man Wai Leong , Jing Yi Bai , Muhammad Imran Rasheed , Zahid Hameed , Fevzi Okumus

Although artificial intelligence (AI) has shown a crucial role in the digital transformation of hospitality businesses, our understanding of AI influence on employee performance outcomes has yet to be developed. We draw on self-determination theory (SDT) and aim to investigate when and how AI disruption threat influences employees’ service performance and innovative work behavior. Across a two-wave paper-pencil survey among 500 employees of an integrated resort in Macao, results reveal that AI disruption threat among hospitality workers is positively associated with technology insecurity but is negatively associated with thriving at work, which, in turn, has countervailing effects on service performance and innovative work behavior. In addition, trait self-esteem moderates these relationships, such that the negative indirect effects are attenuated when employees have high-level trait self-esteem. This study expands our understanding of the effects of AI adoption at work and offers practical insights into AI usage in hospitality and tourism businesses.

尽管人工智能（AI）在酒店业的数字化转型中发挥了至关重要的作用，但我们对人工智能对员工绩效结果的影响的理解仍有待发展。我们借鉴自我决定理论（SDT），旨在研究人工智能干扰威胁何时以及如何影响员工的服务绩效和创新工作行为。我们对澳门一家综合度假村的 500 名员工进行了两波纸笔调查，结果显示，酒店服务业员工的人工智能干扰威胁与技术不安全感呈正相关，但与工作欣欣向荣呈负相关，这反过来又对服务绩效和创新工作行为产生了反作用。此外，特质自尊会调节这些关系，当员工具有较高的特质自尊时，负面的间接影响就会减弱。这项研究拓展了我们对工作中采用人工智能的影响的理解，并为酒店和旅游企业使用人工智能提供了实用的见解。

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引用次数: 0

Sustainability accounting and disclosures of responsible restaurant practices in environmental, social and governance (ESG) reports 可持续性会计和在环境、社会和治理（ESG）报告中披露负责任的餐厅做法

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

International Journal of Hospitality Management

Pub Date : 2024-12-12 DOI: 10.1016/j.ijhm.2024.104051

Mark Anthony Camilleri

For the time being, there are limited contributions that explore responsible food and beverage operations and their corporate environmental, social and governance (ESG) disclosures. This research addresses these knowledge gaps. Its underlying objectives are threefold: Firstly, it raises awareness on different phases of food preparation and consumption; Secondly, it elaborates about sustainability accounting dimensions, where it advances a theoretical model that clearly depicts ESG performance aspects in the context of hospitality operations; Thirdly, it appraises various accountability standards including those formulated by the Global Reporting Initiative (GRI), Sustainability Accounting Standards Board (SASB) and the Food Loss and Waste Accounting and Reporting Standard (FLW Standard), among others. This contribution identifies profitable, yet eco-friendly restaurant behaviors. It promotes different standards, principles and guidelines, that can be utilized by practitioners for their ESG accounting and disclosures in corporate sustainability reports.

目前，对负责任的食品和饮料经营及其企业环境、社会和治理（ESG）披露进行探讨的文章还很有限。本研究正是为了填补这些知识空白。其基本目标有三个方面：首先，它提高了人们对食品制作和消费的不同阶段的认识；其次，它阐述了可持续发展会计的各个层面，并在此基础上提出了一个理论模型，清晰地描述了餐饮业运营中的环境、社会和治理绩效方面；第三，它评估了各种责任标准，包括全球报告倡议组织（GRI）、可持续发展会计标准委员会（SASB）和食品损耗与浪费会计和报告标准（FLW 标准）等机构制定的标准。这一贡献确定了既有利可图又环保的餐厅行为。它推广了不同的标准、原则和指南，可供从业人员在企业可持续发展报告中进行环境、社会和治理核算和披露时使用。

引用次数: 0

The evolution of artificial empathy in the hospitality metaverse era 人工移情在酒店业虚拟时代的演变

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

International Journal of Hospitality Management

Pub Date : 2024-12-12 DOI: 10.1016/j.ijhm.2024.104063

Ioannis Assiouras , Cornelia Laserer , Dimitrios Buhalis

As hospitality enters the metaverse era, artificial empathy becomes essential for developing of artificial intelligence (AI) agents. Using the empathy cycle model, computational empathy frameworks and interdisciplinary research, this conceptual paper proposes a model explaining how artificial empathy will evolve in the hospitality metaverse era. The paper also addresses customer empathy and responses towards AI agents and other human actors with in the hospitality context. It explores how metaverse characteristics such as immersiveness, sociability, experiential nature, interoperability, blended virtual and physical environments as well as environmental fidelity will shape computational models and evolution of artificial empathy. Findings suggests that metaverse enables AI agents to form a seamless cycle of detection, resonation, and response to consumers’ affective states, facilitating the evolution of artificial empathy. Additionally, the paper outlines conditions under which the artificial empathy cycle may be disrupted and proposes future research questions that can advance our understanding of artificial empathy.

随着酒店业进入元宇宙时代，人工移情对于开发人工智能（AI）代理至关重要。利用移情循环模型、计算移情框架和跨学科研究，本概念性论文提出了一个模型，解释人工移情将如何在酒店业的元宇宙时代发展。本文还探讨了在酒店业背景下客户对人工智能代理和其他人类行为者的移情和反应。论文探讨了元宇宙的特征，如沉浸性、社交性、体验性、互操作性、虚拟和物理环境的混合以及环境的真实性将如何塑造人工移情的计算模型和演化。研究结果表明，元宇宙能使人工智能代理形成检测、共鸣和响应消费者情感状态的无缝循环，促进人工移情的发展。此外，本文还概述了人工移情循环可能被破坏的条件，并提出了未来的研究课题，以促进我们对人工移情的理解。

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引用次数: 0

Conceptualization of dynamic digital coopetition: Evidence from hospitality platforms 动态数字合作的概念化：来自酒店平台的证据

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

International Journal of Hospitality Management

Pub Date : 2024-12-09 DOI: 10.1016/j.ijhm.2024.104036

Yuanzhi Nan , Martin J. Liu , Jun Luo , Dandan Ye

In the digital platform landscape, hotels, as complementors, unavoidably participate in dynamic coopetition. Prior work on dynamic coopetition has primarily focused on the role of platform owners, who command considerable power in orchestrating coopetitive dynamics. However, the way in which power-disadvantaged complementors engage in such coopetition has been neglected. Through a qualitative multiple-case study of a hospitality platform, we find that hotels can engage in dynamic coopetition under asymmetric relationships with digital platforms to survive, supported by digital innovation. We conceptualize the “dynamic digital coopetition”, and elucidate three mechanisms underlying this: phygital expanding, loose-coupled bridging, and instant shifting. These mechanisms cover spatial, relational, and temporal levels. This conceptualization represents our primary contribution, as we unveil how complementors as power-disadvantaged actors step into dynamic coopetition in digital platforms to survive. We offer practical guidance to complementors from traditional sectors to embrace digital platforms.

在数字平台领域，酒店作为补充者，不可避免地参与到动态合作竞争中。之前关于动态合作竞争的研究主要集中在平台所有者的角色上，他们在协调合作动态方面拥有相当大的权力。然而，处于权力劣势的互补者参与这种合作竞争的方式却被忽视了。通过对一个酒店平台的多案例定性研究，我们发现，在数字创新的支持下，酒店可以在与数字平台的不对称关系下参与动态合作竞争，从而获得生存。我们将 "动态数字合作竞争 "概念化，并阐明了其背后的三种机制：数字扩展、松耦合桥接和即时转移。这些机制涵盖了空间、关系和时间层面。这一概念化是我们的主要贡献，因为我们揭示了互补者作为处于权力劣势的行动者如何在数字平台中步入动态合作竞争以求得生存。我们为传统行业的互补者提供了拥抱数字平台的实用指导。

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引用次数: 0

The role of intelligence, trust and interpersonal job characteristics in employees’ AI usage acceptance

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

International Journal of Hospitality Management

Pub Date : 2024-12-06 DOI: 10.1016/j.ijhm.2024.104032

Cheng-Chieh Allan Lu, Chu-Chen Rosa Yeh, Chih-Chien Steven Lai

To address a research gap on employees as AI users, this study proposed and tested a moderated mediation model investigating several key drivers of employees’ acceptance level of using AI for work. Specifically, this model investigated the direct effect of employees’ perceived intelligence of AI on their acceptance level of using AI for work, as well as the mediating effect of trust between these two factors, with two interpersonal job characteristics (i.e., dealing with others and friendship opportunity) serving as moderators on the relationship between trust and employees’ acceptance level of using AI for work. Employees from businesses which have integrated or about to integrate AI technology into the business operation in Taiwan were the target sample. A total of 398 responses were collected through an online self-administrated questionnaire. Analysis using SPSS PROCESS confirmed the mediating effect of trust, however, the two interpersonal job characteristics, although significant, strengthened instead of weakened the moderated relationships as hypothesized. This study made an important theoretical contribution establishing trust as a key link between perceived intelligence of AI and employees’ acceptance of using AI for work. Suggestions as to why interpersonal job characteristics enhance employees’ trust and thereby usage of AI were also discussed.

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引用次数: 0

Corporate culture and financial stability: A study of US hotel firms 企业文化与财务稳定：对美国酒店企业的研究

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

International Journal of Hospitality Management

Pub Date : 2024-12-06 DOI: 10.1016/j.ijhm.2024.104041

Nghia Trong Phung, Lan Thi Mai Nguyen

This paper analyzes the impact of corporate culture on hotel financial stability. We conduct textual analysis on 10-K reports of 47 US-listed hotel firms from 2000 to 2021 to quantify four corporate culture dimensions in the Competing Values Framework – Control, Collaborate, Compete, and Create. The results suggest that hotel firms whose cultures focus on individuality and flexible organizational structure, i.e., Create and Collaborate, have a lower level of financial stability. We also find that this relation is more pronounced (1) during non-crisis periods when hotel firms are more affected by external economic conditions rather than the internal culture; (2) among larger hotel firms where corporate culture is more established; and (3) among multi-divisional/multinational hotel firms who may cultivate and sustain their culture more rigorously to coordinate and unite multiple business/international units. Our findings suggest that hotel firms should highlight corporate culture in shaping their sustainable financial management strategy.

本文分析了企业文化对酒店财务稳定性的影响。我们对47家美国上市酒店公司从2000年到2021年的10-K报告进行了文本分析，以量化竞争价值观框架中的四个企业文化维度——控制、合作、竞争和创造。结果表明，注重个性和灵活组织结构（即创造和协作）的酒店企业财务稳定性水平较低。我们还发现，这种关系更为明显：(1)在非危机时期，酒店企业更多地受到外部经济条件而不是内部文化的影响；(2)企业文化较为成熟的大型酒店企业；(3)在多部门/跨国酒店企业中，可以更严格地培养和维持其文化，以协调和团结多个业务/国际单位。我们的研究结果表明，酒店企业在制定可持续财务管理战略时应突出企业文化。

引用次数: 0

Artificial intelligence in hospitality: A transactional stress perspective on the mental health of hospitality workers 酒店业中的人工智能：从交易压力角度看酒店业员工的心理健康

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

International Journal of Hospitality Management

Pub Date : 2024-12-05 DOI: 10.1016/j.ijhm.2024.104029

Jiaqi Yan , Qijie Xiao , Stephen X. Zhang , Priyanko Guchait

The rapid technological development of Artificial Intelligence (AI) in the hospitality industry significantly influences the mental health of hospitality workers. Based on the transactional theory of stress and coping (TTSC), we examined how AI awareness among hospitality workers may influence their mental health symptoms (e.g. depression and anxiety as measured by the PHQ-4). We collected data from 258 hotel workers by using a time-lagged design with a one-month interval. Results showed that AI awareness contributed to depression and anxiety through role conflict. Furthermore, the AI-enabled human resource (HR) analytics and HR management (HRM) system strength moderated the relationship between AI awareness and role conflict. The moderating effect of AI-enabled HR analytics is facilitated by HRM system strength. Our model, which elucidates the complex mechanisms involved in how AI shapes workers’ mental health, carries important implications for understanding how hospitality organizations can effectively manage technological transformation while supporting workers’ mental health.

人工智能（AI）在酒店业的快速技术发展对酒店员工的心理健康产生了重大影响。基于压力与应对的交易理论（TTSC），我们研究了酒店员工的人工智能意识如何影响他们的心理健康症状（例如，PHQ-4测量的抑郁和焦虑）。我们采用间隔一个月的时间滞后设计收集了258名酒店员工的数据。结果表明，人工智能意识通过角色冲突导致抑郁和焦虑。此外，人工智能支持的人力资源分析和人力资源管理系统强度调节了人工智能意识与角色冲突之间的关系。人力资源管理系统的强度促进了人工智能支持的人力资源分析的调节作用。我们的模型阐明了人工智能如何塑造工人心理健康的复杂机制，对于理解酒店组织如何在支持工人心理健康的同时有效地管理技术转型具有重要意义。

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引用次数: 0

Human-robot collaboration in service recovery: Examining apology styles, comfort emotions, and customer retention 服务恢复中的人机协作：道歉风格、安慰情绪和客户保留的检验

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

International Journal of Hospitality Management

Pub Date : 2024-12-05 DOI: 10.1016/j.ijhm.2024.104028

Hong Ngoc Nguyen , Ngoc Tran Nguyen , Murat Hancer

This research employs a serial mediation model to explore how different levels of human-robot collaboration, apology styles, and emotional responses affect customer intentions after a service failure, based on a scenario-based experiment with 311 participants, analyzed using MANCOVA and PROCESS Macro Model 6. Our findings reveal that human-robot collaboration configurations where robots play a significant role, either augmenting or replacing humans, are more effective. Economic apologies are more impactful when the robot leads the recovery, while social apologies work best when human staff are involved. Comfort emotions and robot continuance usage sequentially mediate the relationship between human-robot collaboration and behavioral intentions. This is the first paper to integrate frontline technology with traditional recovery methods, highlighting the effectiveness of human-robot collaboration in enhancing customer retention. Practically, this research provides essential guidance for robot and AI designs in services, enabling service managers to effectively manage human-robot task allocation and customer loyalty in a robot-mediated service recovery.

本研究基于311名参与者的场景实验，运用MANCOVA和PROCESS Macro模型6分析了不同程度的人机协作、道歉风格和情绪反应对服务失败后顾客意图的影响，采用序列中介模型探讨了不同程度的人机协作、道歉风格和情绪反应对服务失败后顾客意图的影响。我们的研究结果表明，机器人发挥重要作用的人-机器人协作配置，无论是增强还是取代人类，都更有效。当机器人领导恢复时，经济道歉会更有效果，而当人类员工参与时，社会道歉效果最好。舒适情绪和机器人继续使用依次中介人-机器人协作和行为意图之间的关系。这是第一篇将一线技术与传统的恢复方法相结合的论文，强调了人机协作在提高客户保留率方面的有效性。实际上，本研究为服务中的机器人和人工智能设计提供了必要的指导，使服务经理能够在机器人介导的服务恢复中有效地管理人机任务分配和客户忠诚度。

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引用次数: 0

Combating implicit racial bias against hosts in peer-to-peer marketplaces: Insights from availability bias and self-disclosure theory 打击点对点市场中针对房东的隐性种族偏见：来自可用性偏见和自我披露理论的见解

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

International Journal of Hospitality Management

Pub Date : 2024-12-04 DOI: 10.1016/j.ijhm.2024.104038

Soona Park , Jiyun Kang

Implicit racial bias, a type of unconscious bias that accelerates one's decision-making, is critically prevalent on peer-to-peer marketplaces like Airbnb because one's race is easily identifiable through the profiles that people share online. Although implicit racial bias can occur in both directions between guests and hosts during the transactional process, where either party may be treated unfairly, most efforts to date have focused on protecting "guests". Therefore, this study specifically sheds light on implicit racial bias against "hosts" on Airbnb and further explores moderating variables that may mitigate such bias, drawing on availability bias and self-disclosure theory. Through a series of two experiments, the results show that more reviews and host self-disclosure can mitigate implicit racial bias against hosts. This study provides novel insights into peer-to-peer marketplaces by demonstrating not only the existence of implicit bias, but also how such bias can be mitigated to promote social justice.

隐性种族偏见是一种无意识的偏见，会加速一个人的决策，这种偏见在Airbnb这样的点对点市场上非常普遍，因为通过人们在网上分享的个人资料，很容易识别出一个人的种族。虽然在交易过程中，客人和主人之间都可能出现隐性种族偏见，其中任何一方都可能受到不公平对待，但迄今为止，大多数努力都集中在保护“客人”上。因此，本研究特别揭示了Airbnb上针对“房东”的隐性种族偏见，并利用可用性偏见和自我披露理论，进一步探索了可能减轻这种偏见的调节变量。通过一系列的两个实验，结果表明更多的评论和主持人自我披露可以减轻对主持人的内隐种族偏见。这项研究不仅展示了隐性偏见的存在，还展示了如何减轻这种偏见以促进社会正义，从而为点对点市场提供了新的见解。

引用次数: 0

Unpacking the impact of AI vs. human-generated review summary on hotel booking intentions 分析人工智能与人工生成的评论摘要对酒店预订意向的影响

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

International Journal of Hospitality Management

Pub Date : 2024-12-04 DOI: 10.1016/j.ijhm.2024.104030

Shizhen (Jasper) Jia , Oscar Hengxuan Chi , Christina G. Chi

This study investigates the impacts of the source of hotel review summary (AI-generated vs. human-generated) on customers' trust, information processing, and booking intentions through three scenario-based experiments involving 764 participants. Study 1 reveals that human-generated (vs. AI-generated) summaries lead to a higher level of trust, which boosts booking intentions. Study 2 finds that with negative reviews, there's no significant difference in booking intentions between AI and human-generated summaries, suggesting trust isn't the sole mediator. Study 3 proposes that information processing effort is a potential mediator. The findings confirm that when review valence is negative, customers invest more cognitive effort when reading AI-generated compared to human-generated summaries. The results challenge the assumption that human-generated reviews are inherently more persuasive. This research addresses critical gaps in understanding AI-generated content's impact on customer behavior in the hospitality industry, offering both theoretical contributions and practical insights for integrating AI technologies in customer communication strategies.

本研究通过涉及764名参与者的三个基于场景的实验，调查了酒店评论摘要来源（人工智能生成与人工生成）对客户信任、信息处理和预订意图的影响。研究1显示，人工生成的摘要（与人工智能生成的摘要相比）能带来更高程度的信任，从而提高预订意愿。研究2发现，对于差评，人工智能和人工生成的摘要在预订意图上没有显著差异，这表明信任不是唯一的中介。研究3提出信息加工努力是一个潜在的中介。研究结果证实，当评论效价为负时，与人类生成的摘要相比，客户在阅读人工智能生成的摘要时投入了更多的认知努力。研究结果挑战了人工评论本质上更有说服力的假设。本研究解决了在理解人工智能生成的内容对酒店业客户行为的影响方面的关键空白，为将人工智能技术整合到客户沟通策略中提供了理论贡献和实践见解。

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