Pub Date : 2024-06-22DOI: 10.1177/10963480241266154
Hasan Evrim Arici, Omer Aladag, Mehmet Ali Koseoglu
Previous studies have yielded inconsistent results about the impact of CEO duality on corporate performance in the hospitality and tourism (H&T) industry. To further delve into this relationship, we investigate the causal relationship between CEO duality and environmental, social and governance (ESG) performance under various board characteristics and financial indicators. The data from Thomson Reuters Eikon database were evaluated using a machine learning technique that included targeted maximum likelihood estimation (TMLE), augmented inverse probability weighting (AIPW), and neural network analysis, all of which are doubly robust estimators with cross-fitting. The findings suggest that CEO duality negatively impacts environmental pillar scores but not other outcomes (i.e., governance and social pillar scores). Among the governance practices and financial indicators, policy executive compensation performance, policy executive compensation ESG performance, and return on capital investment (ROIC) have a positive relation with total ESG scores.
{"title":"EXPRESS: How does CEO duality influence ESG scores in hospitality and tourism companies? Confounding roles of governance mechanisms and financial indicators","authors":"Hasan Evrim Arici, Omer Aladag, Mehmet Ali Koseoglu","doi":"10.1177/10963480241266154","DOIUrl":"https://doi.org/10.1177/10963480241266154","url":null,"abstract":"Previous studies have yielded inconsistent results about the impact of CEO duality on corporate performance in the hospitality and tourism (H&T) industry. To further delve into this relationship, we investigate the causal relationship between CEO duality and environmental, social and governance (ESG) performance under various board characteristics and financial indicators. The data from Thomson Reuters Eikon database were evaluated using a machine learning technique that included targeted maximum likelihood estimation (TMLE), augmented inverse probability weighting (AIPW), and neural network analysis, all of which are doubly robust estimators with cross-fitting. The findings suggest that CEO duality negatively impacts environmental pillar scores but not other outcomes (i.e., governance and social pillar scores). Among the governance practices and financial indicators, policy executive compensation performance, policy executive compensation ESG performance, and return on capital investment (ROIC) have a positive relation with total ESG scores.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"166 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141505420","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-05-28DOI: 10.1177/10963480241256564
Vanja Bogicevic, Stephanie Q. Liu, Jay A. Kandampully, Soobin Seo, Nancy A. Rudd
Market research highlights Generation Z’s increasing demands for digital brand experiences that inspire word-of-mouth sharing. Virtual reality (VR), an immersive affordances technology, holds promise for experiential marketing due to its power to transform experiences. Yet, limited research has examined how VR influences different facets of brand experiences that empower brand engagement and word-of-mouth. In Study 1, a laboratory experiment demonstrates that VR prompts higher sensory, intellectual, and behavioral brand experiences and word-of-mouth compared to static images and 360° tours, with equal brand engagement as a 360° tour. Study 2 corroborates these findings through a thematic analysis of qualitative insights from Generation Z consumers. This research underscores VR’s vital role in fine-tuning brand experience and brand engagement in the experiential marketing context.
{"title":"Experiential Marketing to Gen Z: Fine-Tuning Brand Experience Through Virtual Reality","authors":"Vanja Bogicevic, Stephanie Q. Liu, Jay A. Kandampully, Soobin Seo, Nancy A. Rudd","doi":"10.1177/10963480241256564","DOIUrl":"https://doi.org/10.1177/10963480241256564","url":null,"abstract":"Market research highlights Generation Z’s increasing demands for digital brand experiences that inspire word-of-mouth sharing. Virtual reality (VR), an immersive affordances technology, holds promise for experiential marketing due to its power to transform experiences. Yet, limited research has examined how VR influences different facets of brand experiences that empower brand engagement and word-of-mouth. In Study 1, a laboratory experiment demonstrates that VR prompts higher sensory, intellectual, and behavioral brand experiences and word-of-mouth compared to static images and 360° tours, with equal brand engagement as a 360° tour. Study 2 corroborates these findings through a thematic analysis of qualitative insights from Generation Z consumers. This research underscores VR’s vital role in fine-tuning brand experience and brand engagement in the experiential marketing context.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"27 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141171767","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-05-13DOI: 10.1177/10963480241251449
Lin Zhang, Da Shi, Zixuan Huang, Aixia Zhang, Bingchao Zhang
Celebrity endorsements via live streaming continue to draw attention in the tourism industry. This research examines the effects of such endorsements on tourism live streaming. We specifically compared celebrity streamers to key opinion leader streamers and brand streamers across two types of live streaming (travel live streaming vs. tourism e-commerce live streaming). Drawing on the flow theory, we developed a theoretical framework to explain why and how celebrity streamers can inspire travel intention more effectively than key opinion leader streamers and brand streamers. Results indicate that celebrity streamers’ endorsements enhance travel intention via informativity, entertainment, and interactivity, compared with endorsements from key opinion leaders and brand streamers. This effect is further amplified during travel live streaming.
{"title":"How Celebrity Endorsement Affects Travel Intention: Evidence From Tourism Live Streaming","authors":"Lin Zhang, Da Shi, Zixuan Huang, Aixia Zhang, Bingchao Zhang","doi":"10.1177/10963480241251449","DOIUrl":"https://doi.org/10.1177/10963480241251449","url":null,"abstract":"Celebrity endorsements via live streaming continue to draw attention in the tourism industry. This research examines the effects of such endorsements on tourism live streaming. We specifically compared celebrity streamers to key opinion leader streamers and brand streamers across two types of live streaming (travel live streaming vs. tourism e-commerce live streaming). Drawing on the flow theory, we developed a theoretical framework to explain why and how celebrity streamers can inspire travel intention more effectively than key opinion leader streamers and brand streamers. Results indicate that celebrity streamers’ endorsements enhance travel intention via informativity, entertainment, and interactivity, compared with endorsements from key opinion leaders and brand streamers. This effect is further amplified during travel live streaming.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"21 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-05-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140929166","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-04-26DOI: 10.1177/10963480241245929
Henry Tsai, Chenchen Gao, Hongwei Liu
Improving upon previous studies on hotel performance evaluation in terms of efficiency, which usually treat different hotels as homogeneous in their product provision, this study examines the performance of 53 hotels in the Guangdong-Hong Kong-Macau Greater Bay Area (GBA) during 2015 to 2019, by employing data envelopment analysis with a non-homogeneous decision making units (DMUs) model. The results show that the hotels in GBA were inefficient, and those with high product diversification are generally closer to achieving optimal efficiency levels, particularly those providing rooms, food and beverage, meeting services, and spa services, while those providing only rooms had the worst performance. Among the GBA cities included in this study, the non-homogeneous efficiency scores of the hotels in Guangzhou outperformed those of hotels in the other cities, and the overall hotel efficiency score of the core cities was better than that of the key node cities.
以往关于酒店效率绩效评价的研究通常将不同酒店的产品提供视为同质，本研究改进了这一做法，采用非同质决策单元（DMUs）模型进行数据包络分析，考察了粤港澳大湾区（GBA）53家酒店在2015年至2019年期间的绩效。结果显示，粤港澳大湾区的酒店效率较低，产品多样化程度高的酒店一般更接近于达到最佳效率水平，尤其是提供客房、餐饮、会议服务和水疗服务的酒店，而仅提供客房的酒店表现最差。在本次研究的 GBA 城市中，广州酒店的非同质化效率得分优于其他城市的酒店，核心城市的整体酒店效率得分优于关键节点城市。
{"title":"Hotel Performance in the Guangdong-Hong Kong-Macau Greater Bay Area: A Non-Homogeneous Perspective","authors":"Henry Tsai, Chenchen Gao, Hongwei Liu","doi":"10.1177/10963480241245929","DOIUrl":"https://doi.org/10.1177/10963480241245929","url":null,"abstract":"Improving upon previous studies on hotel performance evaluation in terms of efficiency, which usually treat different hotels as homogeneous in their product provision, this study examines the performance of 53 hotels in the Guangdong-Hong Kong-Macau Greater Bay Area (GBA) during 2015 to 2019, by employing data envelopment analysis with a non-homogeneous decision making units (DMUs) model. The results show that the hotels in GBA were inefficient, and those with high product diversification are generally closer to achieving optimal efficiency levels, particularly those providing rooms, food and beverage, meeting services, and spa services, while those providing only rooms had the worst performance. Among the GBA cities included in this study, the non-homogeneous efficiency scores of the hotels in Guangzhou outperformed those of hotels in the other cities, and the overall hotel efficiency score of the core cities was better than that of the key node cities.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"279 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140805836","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-04-08DOI: 10.1177/10963480241244727
Juhee Kang, Heejung Ro
With the concern of rainbow marketing, sexual minority travelers have become highly vigilant when evaluating hotels’ LGBT-friendly marketing with their authenticity. It is important to scrutinize how sexual minority guests interpret brand authenticity toward LGBT-friendly hotels and form personal meanings during their stay. For this reason, this study proposes brand authenticity as a starting point for authenticity formation, which leads to existential authenticity and brand loyalty. Confirmatory factor analysis and PROCESS analysis were used to analyze data collected from sexual minority guests who visited LGBT-friendly hotels within the last 2 years. The findings indicate that (1) brand authenticity is an antecedent to brand loyalty and (2) the relationship between brand authenticity and brand loyalty is mediated by existential (intrapersonal and interpersonal) authenticity. Thus, in building on the multifaceted concept of existential authenticity, this study adds new theoretical insight into hotel marketing and management strategies.
随着人们对彩虹营销的关注，性少数群体旅客在评估酒店 LGBT 友好营销的真实性时变得高度警惕。仔细研究性少数群体游客如何解读 LGBT 友好型酒店的品牌真实性，并在入住期间形成个人意义，具有重要意义。为此，本研究提出以品牌真实性作为真实性形成的起点，进而形成存在真实性和品牌忠诚度。本研究采用了确认性因子分析和过程分析法来分析从过去两年内访问过 LGBT 友好型酒店的性少数群体客人那里收集到的数据。研究结果表明：(1) 品牌真实性是品牌忠诚度的先决条件；(2) 品牌真实性与品牌忠诚度之间的关系受到存在真实性（人内真实性和人际真实性）的调节。因此，本研究以存在真实性的多层面概念为基础，为酒店营销和管理策略增添了新的理论见解。
{"title":"The Role of Brand Authenticity and Existential Authenticity in Building Brand Loyalty Toward LGBT-Friendly Hotels","authors":"Juhee Kang, Heejung Ro","doi":"10.1177/10963480241244727","DOIUrl":"https://doi.org/10.1177/10963480241244727","url":null,"abstract":"With the concern of rainbow marketing, sexual minority travelers have become highly vigilant when evaluating hotels’ LGBT-friendly marketing with their authenticity. It is important to scrutinize how sexual minority guests interpret brand authenticity toward LGBT-friendly hotels and form personal meanings during their stay. For this reason, this study proposes brand authenticity as a starting point for authenticity formation, which leads to existential authenticity and brand loyalty. Confirmatory factor analysis and PROCESS analysis were used to analyze data collected from sexual minority guests who visited LGBT-friendly hotels within the last 2 years. The findings indicate that (1) brand authenticity is an antecedent to brand loyalty and (2) the relationship between brand authenticity and brand loyalty is mediated by existential (intrapersonal and interpersonal) authenticity. Thus, in building on the multifaceted concept of existential authenticity, this study adds new theoretical insight into hotel marketing and management strategies.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"319 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140580452","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-25DOI: 10.1177/10963480241237114
Zichan QIN, Libo YAN, Timothy J. LEE
This study explores how victims of intermittent abusive supervision cope in the context of temporary professional teams where supervisor–subordinate relationships are transient and constantly shifting. Employing critical incident interviews with 23 non-management aircrew and using thematic data analysis, this study revealed that transient leader–member exchanges make supervisory abusive behaviors less enduring and more predictable. This provides opportunities to mitigate/eliminate workplace stressors through prevention strategies, including ingratiation, localization, withdrawing shifts, and seeking instrumental support. The study identifies victim coping tactics with different foci in three phases: pre-occurrence, proceeding, and post-occurrence. Our research extends Lazarus and Folkman’s theory of stress, appraisal, and coping, developing a theoretical framework for victims’ appraisal and coping mechanisms of abusive supervision in temporary working contexts. It offers evidence-based recommendations for HR practitioners to formulate policies addressing the detrimental effects of abusive supervision. This is particularly significant in industries like aviation or other ad-hoc sectors employing flexible membership.
{"title":"Surviving in Temporary Aircrew Workplaces: Coping With Intermittent Abusive Supervision in Dynamic Supervisor–Subordinate Relationships","authors":"Zichan QIN, Libo YAN, Timothy J. LEE","doi":"10.1177/10963480241237114","DOIUrl":"https://doi.org/10.1177/10963480241237114","url":null,"abstract":"This study explores how victims of intermittent abusive supervision cope in the context of temporary professional teams where supervisor–subordinate relationships are transient and constantly shifting. Employing critical incident interviews with 23 non-management aircrew and using thematic data analysis, this study revealed that transient leader–member exchanges make supervisory abusive behaviors less enduring and more predictable. This provides opportunities to mitigate/eliminate workplace stressors through prevention strategies, including ingratiation, localization, withdrawing shifts, and seeking instrumental support. The study identifies victim coping tactics with different foci in three phases: pre-occurrence, proceeding, and post-occurrence. Our research extends Lazarus and Folkman’s theory of stress, appraisal, and coping, developing a theoretical framework for victims’ appraisal and coping mechanisms of abusive supervision in temporary working contexts. It offers evidence-based recommendations for HR practitioners to formulate policies addressing the detrimental effects of abusive supervision. This is particularly significant in industries like aviation or other ad-hoc sectors employing flexible membership.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"30 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140299500","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-15DOI: 10.1177/10963480241230957
Lisa Slevitch
The Kano model has been widely applied in multiple disciplines, particularly in product or service development and optimization. Although the original categorization framework remains the most applied, modifications and new approaches have recently been developed. Yet, most of the hospitality and tourism studies continue to use the original Kano method when newer and superior methods are available. The new categorization methods also have flaws, which academics and practitioners should be aware of. The present study uses a systematic literature review approach to provide a comprehensive synthesis and critical analysis of the existing Kano model categorization methods structuring them in groups based on categorization procedures and pointing to the strengths, weaknesses, and fit of each method. The manuscript aims to provide the most current systematic roadmap and “how-to” of the existing methods. It also points to the existing knowledge gaps and directions for future research.
{"title":"Kano Model Categorization Methods: Typology and Systematic Critical Overview for Hospitality and Tourism Academics and Practitioners","authors":"Lisa Slevitch","doi":"10.1177/10963480241230957","DOIUrl":"https://doi.org/10.1177/10963480241230957","url":null,"abstract":"The Kano model has been widely applied in multiple disciplines, particularly in product or service development and optimization. Although the original categorization framework remains the most applied, modifications and new approaches have recently been developed. Yet, most of the hospitality and tourism studies continue to use the original Kano method when newer and superior methods are available. The new categorization methods also have flaws, which academics and practitioners should be aware of. The present study uses a systematic literature review approach to provide a comprehensive synthesis and critical analysis of the existing Kano model categorization methods structuring them in groups based on categorization procedures and pointing to the strengths, weaknesses, and fit of each method. The manuscript aims to provide the most current systematic roadmap and “how-to” of the existing methods. It also points to the existing knowledge gaps and directions for future research.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"114 9 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140149251","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-12DOI: 10.1177/10963480241234618
Edward C. S. Ku, Shu-Hua Wu, Tzu-Ching Lai
This study examines how the prestige sensitivity, uniqueness, and vividness of tourism products affect brand love through luxury tourism consumption; likewise, it explores the moderating effects of perceived product fit diagnosticity and peer influence on brand love. We developed our proposed research model from a theoretical background. Using a partial least squares regression model, we analyzed 213 completed questionnaire samples. The study’s findings provide a valid description of the origins, relationship, and impact of luxury tourism consumption and brand love. Artificial intelligence-enabled diagnosticity can affect purchasing behavior, implying that the perceived usefulness of collected information can help consumers decide. Tourism businesses offering unique products under a corporate brand can successfully develop distinctive marketing strategies and attract consumers to brand-love-based businesses.
{"title":"Elegant With Leisurely: Luxury Tourism Consumption and Brand Love","authors":"Edward C. S. Ku, Shu-Hua Wu, Tzu-Ching Lai","doi":"10.1177/10963480241234618","DOIUrl":"https://doi.org/10.1177/10963480241234618","url":null,"abstract":"This study examines how the prestige sensitivity, uniqueness, and vividness of tourism products affect brand love through luxury tourism consumption; likewise, it explores the moderating effects of perceived product fit diagnosticity and peer influence on brand love. We developed our proposed research model from a theoretical background. Using a partial least squares regression model, we analyzed 213 completed questionnaire samples. The study’s findings provide a valid description of the origins, relationship, and impact of luxury tourism consumption and brand love. Artificial intelligence-enabled diagnosticity can affect purchasing behavior, implying that the perceived usefulness of collected information can help consumers decide. Tourism businesses offering unique products under a corporate brand can successfully develop distinctive marketing strategies and attract consumers to brand-love-based businesses.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"120 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140149247","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-07DOI: 10.1177/10963480241233506
Ondrej Mitas, Olivia Niemeyer, Jaime Kurtz
Maximizing theory differentiates between individuals who accept minimally sufficient purchase options and those who strive to maximize their value for money. Maximizers are less satisfied with their decisions and suffer diminished subjective well-being. We analyzed 376 questionnaires and conducted 12 interviews of working Germans to extend maximizing theory to vacations, which are more complex, experiential, and hedonic than products studied in previous research on maximizing. Path analysis of questionnaire data showed significant, negative indirect effects of maximizing on subjective well-being through aspects of the vacation decision process and subsequent vacation satisfaction. Deductive thematic analysis of interviews showed that maximizers’ time-consuming searching through alternatives created doubt and stringent expectations, thus explaining how maximizing degrades vacation satisfaction and subjective well-being. Thus, we suggest that individuals be conscious of the personal resources and expectations that they invest in vacation decisions. Furthermore, the tourism industry should emphasize inspiration and customization instead of variety.
{"title":"The Best Experiences Cannot be Planned: The Effect of Maximizing Vacation Planning on Consumer Satisfaction and Well-Being","authors":"Ondrej Mitas, Olivia Niemeyer, Jaime Kurtz","doi":"10.1177/10963480241233506","DOIUrl":"https://doi.org/10.1177/10963480241233506","url":null,"abstract":"Maximizing theory differentiates between individuals who accept minimally sufficient purchase options and those who strive to maximize their value for money. Maximizers are less satisfied with their decisions and suffer diminished subjective well-being. We analyzed 376 questionnaires and conducted 12 interviews of working Germans to extend maximizing theory to vacations, which are more complex, experiential, and hedonic than products studied in previous research on maximizing. Path analysis of questionnaire data showed significant, negative indirect effects of maximizing on subjective well-being through aspects of the vacation decision process and subsequent vacation satisfaction. Deductive thematic analysis of interviews showed that maximizers’ time-consuming searching through alternatives created doubt and stringent expectations, thus explaining how maximizing degrades vacation satisfaction and subjective well-being. Thus, we suggest that individuals be conscious of the personal resources and expectations that they invest in vacation decisions. Furthermore, the tourism industry should emphasize inspiration and customization instead of variety.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"82 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140073799","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-01DOI: 10.1177/10963480241231469
Hyejo Hailey Shin, Vincent Wing Sun Tung, Miyoung Jeong
Due to the stretched capacities of human staff, consumers are increasingly placed in situations where they are “required” to use technology amidst their travel experiences, despite potential service failures in robotic technologies. Yet, research into how robotic service failures could potentially spill over to consumers’ brand experiences, robot experiences, and adoption intention remains unexplored. Drawing on appraisal, attribution, and psychological reactance theories, an interconnected research model of service failure, attribution, and (in)voluntary robot adoption was tested via two experiments. A mixed-design quasi-experiment (Study 1) found a significant interaction effect of service failure and attribution on brand experience in the hotel concierge context. Study 2 provided further evidence for the causal effects in Study 1 by employing a between-subject quasi-experiment in the hotel front desk context with additional measures. Collectively, this research contributes to the literature by highlighting how temporal, situational, and contextual factors in HRI may impact evaluations of brand and robot experiences.
{"title":"Consumers’ Brand Experiences With Robotic Service Failures: Modeling Appraisal, Attribution, and Psychological Reactance","authors":"Hyejo Hailey Shin, Vincent Wing Sun Tung, Miyoung Jeong","doi":"10.1177/10963480241231469","DOIUrl":"https://doi.org/10.1177/10963480241231469","url":null,"abstract":"Due to the stretched capacities of human staff, consumers are increasingly placed in situations where they are “required” to use technology amidst their travel experiences, despite potential service failures in robotic technologies. Yet, research into how robotic service failures could potentially spill over to consumers’ brand experiences, robot experiences, and adoption intention remains unexplored. Drawing on appraisal, attribution, and psychological reactance theories, an interconnected research model of service failure, attribution, and (in)voluntary robot adoption was tested via two experiments. A mixed-design quasi-experiment (Study 1) found a significant interaction effect of service failure and attribution on brand experience in the hotel concierge context. Study 2 provided further evidence for the causal effects in Study 1 by employing a between-subject quasi-experiment in the hotel front desk context with additional measures. Collectively, this research contributes to the literature by highlighting how temporal, situational, and contextual factors in HRI may impact evaluations of brand and robot experiences.","PeriodicalId":517387,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":"3 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140019372","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：