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When and why Language Assertiveness Affects Online Review Persuasion 语言自信何时以及为何影响在线评论说服
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-02-04 DOI: 10.1177/10963480221074280
Huiling Huang, Stephanie Q. Liu, Zhi Lu
Recent research suggests that not only what is said (i.e., opinions) but also how it is said (i.e., language styles) can affect persuasion. Extending this stream of work, the current research aims to understand how language assertiveness affects online review persuasion. Study 1 explores consumers’ general perceptions of assertive versus nonassertive language and opinions about their relative persuasiveness in online reviews. Study 2 utilizes an experimental design to examine the congruency effects between language assertiveness and temporal distance on consumer responses. We find that online reviews containing assertive (vs. nonassertive) language engender higher perceived review helpfulness and more favorable attitudes toward the reviewed business for consumers whose travel time is in the distant future, whereas nonassertive (vs. assertive) language is more effective for consumers whose travel time is in the near future. Furthermore, mediation analysis results suggest that psychological comfort is the underlying mechanism explaining such effects.
最近的研究表明,不仅说话的内容(即观点),说话的方式(即语言风格)也会影响说服力。延伸这一工作流,目前的研究旨在了解语言自信如何影响在线评论说服。研究1探讨了消费者对自信语言和非自信语言的总体看法,以及他们对在线评论中相对说服力的看法。研究二采用实验设计考察语言自信和时间距离对消费者反应的一致性影响。我们发现,对于旅行时间在遥远未来的消费者来说,包含自信语言的在线评论产生了更高的感知评论有用性和对被评论企业更有利的态度,而对于旅行时间在不远未来的消费者来说,包含自信语言的在线评论更有效。此外,中介分析结果表明,心理舒适是解释这种效应的潜在机制。
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引用次数: 6
Special issue: Trends in creative tourism 特刊:创意旅游的趋势
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-02-04 DOI: 10.1177/10963480221074282
P. Remoaldo
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引用次数: 1
What’s wrong with different empowerment? The effect of differentiated empowering leadership on employee proactive service 不同的授权有什么问题?差别化授权领导对员工主动服务的影响
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-02-04 DOI: 10.1177/10963480221074270
Yanan Dong, X. Zhao, Yuan Yuan, Huijuan Dong, Jing Jiang
Differentiated empowering leadership is common in organizations; however, its effect on employee proactive customer service performance remains less understood. Drawing on social comparison theory, this study proposes a multilevel model for how and when differentiated empowering leadership affects employee proactive customer service performance. The study, based on a sample of 228 employees from 77 teams in China, shows a negative relationship between differentiated empowering leadership and employee proactive customer service performance through employee organization-based self-esteem. This indirect relationship is moderated by empowering leadership and employee prosocial motivation. Specifically, the influence of differentiated empowering leadership on employee organization-based self-esteem is more negative when employees receive low empowering leadership, and the relationship between employee organization-based self-esteem and proactive customer service performance is more positive for employees with high prosocial motivation. These findings extend previous knowledge on differentiated empowering leadership and provide practical insights for hotel managers.
差异化授权领导在组织中很常见;然而,它对员工主动客户服务绩效的影响仍然知之甚少。利用社会比较理论,本研究提出了一个多层次的模型,研究差异化授权领导如何以及何时影响员工的主动客户服务绩效。该研究基于来自中国77个团队的228名员工的样本,通过员工基于组织的自尊,发现差异化授权领导与员工主动客户服务绩效之间存在负相关关系。这种间接关系被授权领导和员工亲社会动机所调节。具体而言,当员工接受低授权领导时,差别化授权领导对员工组织自尊的影响更为负向,而当员工接受高亲社会动机时,员工组织自尊与主动客户服务绩效之间的关系更为正向。这些发现扩展了之前关于差异化授权领导的知识,并为酒店管理者提供了实用的见解。
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引用次数: 7
Effects of Abnormal Weather Conditions on the Performance of Hotel Firms 异常天气条件对酒店企业绩效的影响
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-21 DOI: 10.1177/10963480211070211
Sung Gyun Mun, Sangwon Park
Weather is one of the critical factors that influence tourists’ destination choices and activities. Apart from ambient temperature anomaly, rain anomaly is also an important factor considered by tourists when they plan and modify their vacation and holiday trips. This study confirms the important role of abnormal weather conditions in explaining hotel performance, such as occupancy, average daily rate, and revenue per available room. Moreover, operational performance indicators are observed to exhibit dynamic patterns in response to abnormal weather conditions in accordance with different types/classes of hotels. Evidence indicates that tourists prefer to stay at full-service hotels with complete facilities rather than at hotels with limited facilities and services during an abnormally heavy rain situation. Therefore, the findings of this research suggest a useful determinant (i.e., weather changes) of revenue management practices for hotel firms to maximize their operating performance.
天气是影响游客选择目的地和活动的关键因素之一。除了环境温度异常外,降雨异常也是游客在规划和调整度假行程时考虑的重要因素。这项研究证实了异常天气条件在解释酒店绩效方面的重要作用,例如入住率、平均每日房价和每间可用客房的收入。此外,根据不同类型/类别的酒店,我们观察到运营绩效指标在应对异常天气条件时呈现动态模式。有证据表明,在异常的大雨天气中,游客宁愿住在设施齐全的全方位服务酒店,也不愿住在设施和服务有限的酒店。因此,本研究的结果表明,收入管理实践(即天气变化)对酒店公司最大限度地提高其经营绩效有一个有用的决定因素。
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引用次数: 3
Effects of Perceived Placeness on Tourists’ Authenticity Experience Via the Mediating Role of Flow Experience 从流动体验的中介作用看感知场所对游客真实体验的影响
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-21 DOI: 10.1177/10963480211070039
Yang Yang, Xing Zhou, Lele Fan, Hongmei Yin, Hailin Qu
Based on the case of Gaoshanliushui in China, our research empirically examines the mediating effect of tourists’ flow experience on the relationship between perceived placeness and satisfaction as well as their perceived authenticity from the perspective of existential authenticity in the ethnic tourism context. Moreover, we present a moderated mediation model and postulate the role that tourists’ cultural intelligence plays in improving satisfaction and perceived authenticity. We review the way it links perceived placeness to outcomes through the flow experience. The theoretical model and hypotheses were empirically tested using 509 questionnaires collected in July 2019. The theoretical and managerial implications are discussed.
本研究以中国高山流水为例,从存在真实性的角度,实证检验了民族旅游语境中游客流量体验对感知地点与满意度关系的中介作用及其感知真实性。此外,我们提出了一个适度中介模型,并假设游客的文化智力在提高满意度和感知真实性方面发挥的作用。我们回顾了它通过流动体验将感知的地点性与结果联系起来的方式。使用2019年7月收集的509份问卷对理论模型和假设进行了实证检验。讨论了其理论意义和管理意义。
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引用次数: 3
Booth Attractiveness: Scale Development and Model Testing from a Mental Budgeting Perspective 展位吸引力:心理预算视角下的规模开发与模型测试
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2022-01-08 DOI: 10.1177/10963480211070031
Jingya Wang, Yao-Chin Wang, Lu Zhang, Rachel J. C. Fu
Given the importance of booth attractiveness at trade expositions, this study sets out to develop a scale measuring booth attractiveness (Study 1) and to examine its effectiveness in motivating attendees’ purchasing behavior (Study 2). Study 1 includes three steps: (1) item generation through a thorough review of the literature, focus group, and comments from experts, (2) item purification with exploratory factor analysis using 122 samples, and (3) reevaluating items with confirmatory factor analysis using 129 samples. A six-dimensional scale of booth attractiveness was developed in Study 1. Based on the theory of mental budgeting, Study 2 was conducted to examine the effects of booth attractiveness on the mechanism of attendees’ purchasing behavior using 323 samples. Results of Study 2 suggest that booth attractiveness could directly motivate impulse buying or indirectly through mental budgeting. Impulse buying, then, results in post-purchase guilt and anticipated satisfaction. Meanwhile, postpurchase guilt reduces anticipated satisfaction.
鉴于展位吸引力在贸易博览会上的重要性,本研究旨在制定一个衡量展位吸引力的量表(研究1),并检验其在激励与会者购买行为方面的有效性(研究2)。研究1包括三个步骤:(1)通过对文献、焦点小组和专家意见的全面审查生成项目;(2)使用122个样本进行探索性因素分析进行项目纯化;(3)使用129个样本进行验证性因素分析重新评估项目。研究1中开发了展位吸引力的六维量表。基于心理预算理论,研究2采用323个样本检验了展位吸引力对与会者购买行为机制的影响。研究2的结果表明,展位吸引力可以直接激励冲动购买,也可以通过心理预算间接激励冲动购买。冲动性购买会导致购买后的内疚感和预期的满足感。同时,购买后的内疚感会降低预期满意度。
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引用次数: 2
What is a Theme Park? A Synthesis and Research Framework 什么是主题公园?综合与研究框架
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2021-12-29 DOI: 10.1177/10963480211069173
Zengxian Liang, Xiang Li
Theme parks have attracted extensive scholarly attention within and outside the tourism literature. These parks have been studied from various stances, yet a uniform definition and integrated framework remain lacking for theme park research and practice. Based on a comprehensive review and research synthesis, this article defines a theme park as a dedicated space featuring five main characteristics: thematic identity, closed space with controlled access, hybrid consumption, performative labor, and merchandising. This article further considers multidisciplinary lenses in theme park studies, particularly in terms of how these five characteristics can be assessed. A research framework covering four domains (industry, tourists/visitors, environment, and impacts) is accordingly proposed to inspire theoretical advances, identify research gaps, promote relevant research, and facilitate managerial practices. This article encourages scholars to move beyond current empirical confines and shape the interdisciplinary future of theme park tourism research.
主题公园在旅游文献内外引起了广泛的学术关注。这些公园从不同的角度进行了研究,但主题公园的研究和实践仍然缺乏统一的定义和完整的框架。在全面回顾和综合研究的基础上,本文将主题公园定义为一个具有五个主要特征的专用空间:主题身份、可控制进入的封闭空间、混合消费、表演性劳动和商品化。本文进一步考虑了主题公园研究中的多学科视角,特别是如何评估这五个特征。因此,提出了一个涵盖四个领域(行业、游客/访客、环境和影响)的研究框架,以启发理论进步,找出研究差距,促进相关研究,并促进管理实践。本文鼓励学者们超越目前的经验限制,塑造主题公园旅游研究的跨学科未来。
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引用次数: 7
Taking Stock: A Meta-Analysis of Work Engagement in the Hospitality and Tourism Context 盘点:酒店和旅游业工作投入的元分析
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2021-12-28 DOI: 10.1177/10963480211066958
Pattamol Kanjanakan, Dan Zhu, Tinh Doan, P. Kim
Although a number of empirical studies on work engagement have been conducted in the context of hospitality and tourism, few efforts have been made to consolidate previous findings in this area. Hence, this article explores the current stage of work engagement studies and meta-analyses the relations of work engagement with its antecedents and outcomes in the hospitality and tourism context. Through a systematic review, 134 empirical studies (N = 43,043) published from 2008 to September 2020 were identified. Given that the findings include the trends within work engagement studies and the effect sizes and variabilities of associated relationships, this study contributes to the hospitality and tourism literature by providing a useful reference for future researchers. The findings are discussed in light of their theoretical and practical implications.
虽然在酒店和旅游业的背景下进行了一些关于工作投入的实证研究,但很少努力巩固这一领域以前的研究结果。因此,本文探讨了工作投入研究的当前阶段,并对酒店和旅游业背景下工作投入与其前因和结果的关系进行了元分析。通过系统回顾,确定了2008年至2020年9月发表的134篇实证研究(N = 43043)。鉴于研究结果包括工作投入研究的趋势以及相关关系的效应大小和可变性,本研究通过为未来的研究者提供有用的参考,为酒店和旅游文献提供了有益的参考。本文将根据这些发现的理论和实践意义对其进行讨论。
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引用次数: 10
Is Your Food Organic? Examining the Role of Food Aesthetics in Restaurant Marketing 你的食物是有机的吗?考察食品美学在餐饮营销中的作用
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2021-12-27 DOI: 10.1177/10963480211067275
Xi Yu, Stephanie Q. Liu
Many restaurants believe that an aesthetically pleasing food presentation can help attract customers and elevate their evaluations. Yet the effectiveness of expressive aesthetics and the psychological processes associated with its use are not well understood in hospitality research. This study adopts a consumer behavior lens to explore how expressive aesthetics affects consumers’ decision making about organic versus conventional food in the restaurant setting. Findings reveal that the expressive aesthetics strategy is effective when marketing conventional, nonorganic food; however, such a strategy decreases consumers’ purchase intentions when the food is described as organic. Furthermore, an investigation of the underlying psychological mechanism indicates that anticipated pleasure and food temptation serially mediate the impacts of expressive aesthetics and food type on purchase intention.
许多餐馆认为,美观的食物展示有助于吸引顾客并提高他们的评价。然而,在酒店研究中,表达美学的有效性及其使用的心理过程并没有得到很好的理解。本研究采用消费者行为视角,探讨表达美学如何影响消费者在餐厅环境中对有机食品和传统食品的决策。研究结果表明,表达美学策略在营销传统的非有机食品时是有效的;然而,当食品被描述为有机食品时,这种策略会降低消费者的购买意愿。此外,对潜在心理机制的研究表明,预期快感和食物诱惑在表达美学和食物类型对购买意向的影响中起着连续的中介作用。
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引用次数: 4
The Effects of Unfulfilled Preferential Treatment and Review Dispersion on Airbnb Guests’ Attitudes and Behavior 未实现优惠待遇和审核分散对Airbnb客人态度和行为的影响
IF 4.2 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2021-12-27 DOI: 10.1177/10963480211066960
Xiaoyun Zheng, Lu Zhang, Nathaniel D. Line, Wei Wei
In sharing accommodation business such as Airbnb, while the provision of personalized amenities and services may seem like good business, hosts should be aware of the potential unintended consequences when they are not able to deliver what they promise. The present research examines how expectation gaps created by guest reviews interact with different types of preferential services to subsequently affect consumer behavior in the peer-to-peer accommodation economy. Grounded in attribution theory, this study offers new insights on customer responses to unfulfilled preferential treatment. The results suggest that in the condition of utilitarian services (e.g., airport transportation), participants in the low dispersion condition exhibited more negative attitudes, a lower level of repurchase intention, and a decreased willingness to write an online review. Conversely, in the condition of hedonic services (e.g., perform a talent show), expectation discrepancy did not result in different consumer evaluations across the dispersion conditions.
在Airbnb这样的共享住宿业务中,虽然提供个性化的设施和服务似乎是一笔不错的生意,但房东应该意识到,当他们无法兑现承诺时,可能会带来意想不到的后果。本研究考察了客人评论产生的期望差距如何与不同类型的优惠服务相互作用,进而影响点对点住宿经济中的消费者行为。本研究以归因理论为基础,对顾客未履行优惠待遇的反应提供了新的见解。结果表明,在功利服务(如机场交通)条件下,低分散条件下的参与者表现出更多的负面态度,更低的再购买意愿,更低的在线评论意愿。相反,在享乐服务条件下(例如,表演才艺表演),期望差异并没有导致不同分散条件下消费者的不同评价。
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引用次数: 5
期刊
Journal of Hospitality & Tourism Research
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