Journal of Hospitality and Tourism Management最新文献

The widespread integration of service robots in the tourism and hospitality industry has shifted from human-to-human interaction to human-to-robot interaction during service encounters, thereby affecting customer mood and satisfaction. In contrast to previous research on service robots’ tendency to evoke negative emotions, this paper employs three scenario experiments to analyze the effect of service robots in alleviating social anxiety in embarrassing service context, comparing their effects to those of frontline employees. The study results indicate that the utilization of a service robot can result in higher levels of customer satisfaction than interactions with a frontline employee in embarrassing service contexts, with social anxiety serving as a mediating factor. This study concludes with a discussion of the scholarly and managerial implications for the deployment of service robots in the hospitality industry.

The tourism and hospitality industries are notably highly likely to experience service failures due to frequent contact with service personnel. These industries actively seek innovative strategies to enhance consumers’ post-recovery satisfaction without increasing costs. Drawing on social exchange theory and regulatory focus theory, this study examines whether uncertainty can be an effective recovery method for service failures through four experiments. Findings indicate that uncertainty can enhance perceived fun and post-recovery satisfaction in situations of low-severe failure severity and hedonic consumption. However, in cases of high-severity failures and utilitarian consumption, uncertainty can lead to perceived insincerity and reduce post-recovery satisfaction. We also investigate the moderating role of customer inoculation and find that customer inoculation is effective in amplifying the positive impact of the uncertainty effect and mitigating its negative impact. This paper expands the literature on uncertainty utilization and service recovery strategies by determining whether and when uncertainty is appropriate in service recovery.

More than a decade ago, Nielsen and Wilson (2012) developed the ‘Critical Typology of Indigenous Tourism Research’ in this very publication, the Journal of Hospitality and Tourism Management. They argued that Indigenous voices are rarely heard in tourism research that is dominated by White, western academics. Critical tourism scholars are still echoing this sentiment today, calling attention to the need for Indigenous tourism research to be led by Indigenous peoples. This research commentary rethinks and reframes the typology, presenting an Indigenised model, the ‘Spectrum of Indigenous Engagement’. This contemporary model presents four approaches: blind, superficial, collaborative and Indigenist, illustrated by recent examples of Indigenous tourism research. The paper draws attention to scholars who are effectively implementing innovation and inclusive methods of Indigenous engagement, and identifies barriers to the widespread adoption of Indigenist research approaches. Above all, this paper seeks to provoke increased reflexivity and critical dialogue within the Indigenous tourism research community.

The cross-sectional focus of service recovery literature can lead to a static effect or snapshot view of consumer responses; however, the dynamic outcomes of service recovery should play an important role in driving performance. Using a longitudinal approach, this study focuses on the dynamic changes in customers’ psychological responses during service recovery events. This study provides strong evidence that customer forgiveness and attitudes shift positively when service recovery efforts increase rapidly. We also no difference in the initial value of customer forgiveness, whereas its rate of change rises sharply toward behavioral intentions. Interestingly, the mean of customer forgiveness drops between T1 and T2 and increases sharply again at T3 (constituting a U-shaped curve). In contrast, the mean of customer attitudes steadily increases from T1 to T3. Therefore, we demonstrate that customer forgiveness and attitude trajectories vary, and their impacts can be extended or diluted during service recovery events. Thus, our research highlights that dynamic pathways are essential because they significantly influence behavioral intentions beyond the impact of the static levels, resulting in dynamic pathways playing a fundamental role in driving recovery performance.

This study employs social dominance theory to investigate the influence of supervisors' group identification, including gender, ethnicity, and sexual orientation, on hospitality employees' work intentions with supervisors. By including trust in supervisor as a mediator and the need for cognition as a moderator, this study offers insight into the psychological process through which hospitality employees develop their intentions to work with a certain group of supervisors. The results from a 2 × 2 × 2 between-subjects experiment suggest that the supervisor's gender and sexual orientation affect employees' intentions to work with the supervisor, while ethnicity does not. Results also reveal the mediating effect of trust in supervisor and the moderating effect of the need for cognition on the relationship between supervisors' group identification and intentions to work with the supervisor. Study findings have theoretical and managerial implications for developing diversity management practices in hospitality.

This paper analyzes how the plural form business strategy (i.e., simultaneously pursuing a fee-oriented and an equity-based strategy) impacts financial reporting quality of international hospitality firms. Drawing on the agency theory perspective, we analyze a sample of global hospitality companies over 2010–2019 using OLS, entropy balancing, and Heckman two-stage estimations. Our results suggest that greater use of the plural form is positively associated with higher earnings management (i.e., lower financial reporting quality). The plural form induces financial reporting complexity, which increases the likelihood of earnings management. However, the presence of large shareholders, aiming at reducing earnings management practices for reputation purposes, offsets this effect. This study identifies a specific feature of the hospitality industry, namely the pursuit of the plural form business strategy, as triggering more complexity, which results in detrimental lower reporting quality for investors.

Hawking and peddling activities are common in tourist attractions to elicit tourist patronage. These controversial practices add vibes to the destination for some but are considered annoying to others. Based on the implicit theories, this paper aims to explore how the lay beliefs of individuals affect customer perceptions towards these practices and the tourist destination. Forty-one semi-structured interviews were conducted at hawking sites in Macao to examine how individuals with divergent mindsets react towards a spectrum of characteristics associated with peddling activities. The findings reveal that entity and incremental theorists form distinct evaluations, encompassing factors such as risk assessment, meaning attribution, experience connections, brand recognition, signalling, and stereotypes. These perceptions are developed throughout different information processing stages, including attention allocation, encoding, retrieval, and reasoning. These results provide insights for businesses and DMOs in administering peddling activities by ensuring accurate information, promoting fair practices and enforcing a trustworthy judicial system.

This research is to examine consumers' perceptions and responses to the exchange between social media micro-influencers and hospitality businesses in “collaboration” scenarios. Two studies are designed in series with qualitative and quantitative research methods. Study I uses YouTube comments to identify four dimensions of people's ethical perceptions of social media micro-influencers collaboration behavior. Study II follows up and designs a 2 × 2 experiment to empirically examine consumers' cognitive and behavioral responses to micro-influencers collaboration behavior. Findings of this study indicate that consumers tend to dislike micro-influencer's “collaboration” behavior, though their responses differ between the four scenarios designed in the study. In particular, micro-influencer's comments (positive or negative) have more salient impacts on consumers' responses to micro-influencers, compared with business owners' responses to the collaboration behavior (accept or decline). It considers the transformative impacts of social media and the collaboration phenomenon in hospitality settings, and extends the application of equity theory by including the third party's perspectives of social media users.

The pro-environmental behaviour (PEB) of visitors is critical to wildlife and habitat conservation. Using self-transcendent emotions theory, this study extends the literature on PEB in terms of wildlife charisma. This study specifically investigates the impact of wildlife charisma on PEB by addressing the mediating role of the emotional experience of awe and moderating role of literary association. Data were collected from 364 domestic tourists who visited a red-crowned crane reserve in China, which find that awe mediates the impact of wildlife charisma on PEB. Findings suggest that literary association plays a positive moderating role on the relationship between wildlife charisma and awe. This study not only verifies the original theoretical framework of self-transcendent emotions but also enriches the understanding of the factors that prompt the experience of awe through natural beauty within this framework. By introducing literary association, it offers a more comprehensive explanation of the relationship from appreciating beauty to experiencing awe. Wildlife reserve managers should not only emphasize the natural beauty of animals but also consider the connection between relevant wildlife and local cultural elements. This can guide people to appreciate the beauty of red-crowned crane and, in turn, influence visitors’ PEB.

This study investigated the contagion effect of other tourists' risk-seeking behavior on tourists' risk decision-making. It further examined the mediation of two contrasting motivational systems (approach-avoidance), and the moderation of destination management deterrence. Four experiments were conducted focusing on the risk decision-making of tourists in the context of undeveloped natural areas and tidal-bore watching settings. Independent samples t-tests, regression, and multivariate analysis of covariance were utilized to examine the proposed conceptual model. The results of Experiment 1 (n = 226) demonstrated that seeing other tourists' risk-seeking behavior had a contagion effect on tourists' risk decisions; specifically, other tourists' risk-seeking behavior increased tourists' risk-seeking intention but decreased their risk-aversion intention. Experiment 2 (n = 528) revealed the mediation effect of approach/avoidance motivation between the relationship of other tourists' risk-seeking and tourists' risk-seeking/avoidance intentions. Experiment 3 (n = 526) confirmed that destination management deterrence counteracted the behavioral contagion effect of tourist risk-seeking and induced more risk avoidance. Experiment 4 (n = 452) provided a holistic test of the conceptual model, demonstrating the robustness and validity of the findings. This study reveals the formation mechanism of tourists’ risk decision-making from a behavioral contagion perspective and offers management insights for tourist safety.