Subjects -> BUSINESS AND ECONOMICS (Total: 3570 journals)
    - ACCOUNTING (132 journals)
    - BANKING AND FINANCE (306 journals)
    - BUSINESS AND ECONOMICS (1248 journals)
    - CONSUMER EDUCATION AND PROTECTION (20 journals)
    - COOPERATIVES (4 journals)
    - ECONOMIC SCIENCES: GENERAL (212 journals)
    - ECONOMIC SYSTEMS, THEORIES AND HISTORY (235 journals)
    - FASHION AND CONSUMER TRENDS (20 journals)
    - HUMAN RESOURCES (103 journals)
    - INSURANCE (26 journals)
    - INTERNATIONAL COMMERCE (145 journals)
    - INTERNATIONAL DEVELOPMENT AND AID (103 journals)
    - INVESTMENTS (22 journals)
    - LABOR AND INDUSTRIAL RELATIONS (61 journals)
    - MACROECONOMICS (17 journals)
    - MANAGEMENT (595 journals)
    - MARKETING AND PURCHASING (116 journals)
    - MICROECONOMICS (23 journals)
    - PRODUCTION OF GOODS AND SERVICES (143 journals)
    - PUBLIC FINANCE, TAXATION (37 journals)
    - TRADE AND INDUSTRIAL DIRECTORIES (2 journals)

MANAGEMENT (595 journals)                  1 2 3 | Last

Showing 1 - 200 of 584 Journals sorted alphabetically
360 : Revista de Ciencias de la Gestión     Open Access   (Followers: 2)
Academia Revista Latinoamericana de Administración     Open Access   (Followers: 1)
Academy of Management Annals     Full-text available via subscription   (Followers: 81)
Academy of Management Discoveries     Full-text available via subscription   (Followers: 38)
Academy of Management Journal     Full-text available via subscription   (Followers: 286)
Academy of Management Perspectives     Full-text available via subscription   (Followers: 59)
Academy of Management Review     Full-text available via subscription   (Followers: 259)
Academy of Strategic Management Journal     Full-text available via subscription   (Followers: 38)
Administrative Science Quarterly     Full-text available via subscription   (Followers: 151)
Advances in Management and Applied Economics     Open Access   (Followers: 8)
Africa Journal of Management     Hybrid Journal   (Followers: 2)
African Journal of Business Management     Open Access   (Followers: 1)
African Journal of Economic and Management Studies     Hybrid Journal   (Followers: 10)
Al Tijarah     Open Access   (Followers: 1)
American Journal of Business and Management     Open Access   (Followers: 51)
American Journal of Industrial and Business Management     Open Access   (Followers: 24)
American Journal of Mathematical and Management Sciences     Hybrid Journal  
American Journal of Operational Research     Open Access   (Followers: 6)
American Journal of Operations Research     Open Access   (Followers: 6)
Aquaculture Economics & Management     Hybrid Journal   (Followers: 21)
Asia Pacific Journal of Innovation and Entrepreneurship     Open Access   (Followers: 3)
Asia Pacific Journal of Management     Hybrid Journal   (Followers: 18)
Asia Pacific Management Review     Full-text available via subscription   (Followers: 2)
Asia-Pacific Journal of Management Research and Innovation     Full-text available via subscription  
Asian Business & Management     Hybrid Journal   (Followers: 6)
Asian Journal of Management Cases     Hybrid Journal   (Followers: 6)
Asian Journal of Management Science and Applications     Hybrid Journal   (Followers: 3)
Asian Journal of Social Sciences and Management Studies     Open Access   (Followers: 6)
Asian Journal of Technology Management     Open Access   (Followers: 1)
Asian Journal on Quality     Hybrid Journal   (Followers: 3)
Australasian Law Management Journal     Full-text available via subscription   (Followers: 3)
Australasian Leisure Management     Full-text available via subscription   (Followers: 2)
Australian Journal of Management     Hybrid Journal   (Followers: 8)
Baltic Journal of Management     Hybrid Journal   (Followers: 3)
BMC Journal of Scientific Research     Open Access   (Followers: 3)
BMC Medical Informatics and Decision Making     Open Access   (Followers: 21)
Board Leadership     Hybrid Journal   (Followers: 3)
Brigham Young University International Law and Management Review     Open Access   (Followers: 2)
British Journal of Management     Hybrid Journal   (Followers: 54)
BRQ Business Review Quarterly     Open Access   (Followers: 1)
Building & Management     Open Access   (Followers: 2)
Built Environment Project and Asset Management     Hybrid Journal   (Followers: 13)
Bulletin of Kyiv National University of Culture and Arts. Series in Management of Social and Cultural Activity     Open Access  
Business and Management Horizons     Open Access   (Followers: 9)
Business and Management Studies     Open Access   (Followers: 11)
Business Management Analysis Journal     Open Access   (Followers: 3)
Business Management and Strategy     Open Access   (Followers: 38)
Business Perspectives and Research     Hybrid Journal   (Followers: 3)
Business Process Management Journal     Hybrid Journal   (Followers: 7)
California Management Review     Hybrid Journal   (Followers: 34)
Canadian Journal of Program Evaluation     Open Access   (Followers: 1)
Case Studies in Business and Management     Open Access   (Followers: 12)
Case Studies in Sport Management     Full-text available via subscription   (Followers: 7)
Central European Management Journal     Open Access   (Followers: 1)
Chinese Management Studies     Hybrid Journal   (Followers: 4)
Ciencias Administrativas     Open Access  
Coaching : Theorie & Praxis     Open Access   (Followers: 3)
Cogent Business & Management     Open Access   (Followers: 2)
Collection Management     Hybrid Journal   (Followers: 17)
Computational Management Science     Hybrid Journal  
Conference Quality Production Improvement     Open Access  
Construction Innovation: Information, Process, Management     Hybrid Journal   (Followers: 14)
Construction Management and Economics     Hybrid Journal   (Followers: 24)
Contabilidade, Gestão e Governança     Open Access  
Contaduría y Administración     Open Access  
Controlling & Management     Hybrid Journal   (Followers: 1)
Controlling & Management Review : Zeitschrift für Controlling und Management     Full-text available via subscription  
Corporate Board : Role, Duties and Composition     Open Access  
Corporate Governance and Organizational Behavior Review     Open Access  
Corporate Governance and Sustainability Review     Open Access   (Followers: 2)
Corporate Ownership and Control     Open Access  
Corporate Social Responsibility and Environmental Management     Hybrid Journal   (Followers: 10)
Creativity and Innovation Management     Hybrid Journal   (Followers: 54)
Cross Cultural & Strategic Management     Hybrid Journal   (Followers: 8)
Dalhousie Journal of Interdisciplinary Management     Open Access  
Data and Information Management     Open Access   (Followers: 5)
Decision : Official Journal of Indian Institute of Management Calcutta     Hybrid Journal  
Decision Analytics     Open Access   (Followers: 3)
Decision Analytics Journal     Open Access  
Desenvolve : Revista de Gestão do Unilasalle     Open Access  
Development Management     Open Access   (Followers: 1)
Dirāsāt : Jurnal Manajemen dan Pendidikan Islam     Open Access  
Disaster Prevention and Management     Hybrid Journal   (Followers: 30)
Ecological Management & Restoration     Hybrid Journal   (Followers: 15)
Economic Management Journal     Open Access   (Followers: 5)
Economics, Management, and Financial Markets     Full-text available via subscription   (Followers: 10)
Educational Management and Innovation Journal     Open Access  
Ekonomia i Zarzadzanie. Economics and Management     Open Access  
Electronic Government, an International Journal     Hybrid Journal   (Followers: 13)
Engineering Management Journal     Hybrid Journal   (Followers: 1)
Engineering Management Research     Open Access   (Followers: 6)
Engineering Project Organization Journal     Hybrid Journal   (Followers: 6)
Entrepreneurship Education     Hybrid Journal   (Followers: 1)
Environmental Management     Open Access   (Followers: 53)
Environmental Quality Management     Hybrid Journal   (Followers: 4)
Estudios Gerenciales     Open Access  
EuroMed Journal of Management     Hybrid Journal  
European Financial Management     Hybrid Journal   (Followers: 27)
European Journal of Business and Management     Open Access   (Followers: 20)
European Journal of Cross-Cultural Competence and Management     Hybrid Journal   (Followers: 6)
European Journal of Innovation Management     Hybrid Journal   (Followers: 22)
European Journal of Management Issues     Open Access   (Followers: 1)
European Management Journal     Hybrid Journal   (Followers: 16)
European Management Review     Hybrid Journal   (Followers: 20)
European Sport Management Quarterly     Hybrid Journal   (Followers: 14)
Expert Journal of Business and Management     Open Access  
Financial Internet Quarterly     Open Access  
Fokus Bisnis : Media Pengkajian Manajemen dan Akuntansi     Open Access  
Foundations and Trends® in Technology, Information and Operations Management     Full-text available via subscription   (Followers: 3)
Foundations of Management     Open Access   (Followers: 7)
Fundamental Management Journal     Open Access  
Future Business Journal     Open Access   (Followers: 2)
Future Studies Research Journal : Trends and Strategies     Open Access  
GECONTEC : Revista Internacional de Gestión del Conocimiento y la Tecnología     Open Access  
Gender in Management : An International Journal     Hybrid Journal   (Followers: 18)
Gestión en el Tercer Milenio     Open Access  
Global Strategy Journal     Hybrid Journal   (Followers: 7)
Group & Organization Management     Hybrid Journal   (Followers: 16)
Health Care Management Science     Hybrid Journal   (Followers: 6)
Health Services Management Research     Hybrid Journal   (Followers: 16)
Human Factors : The Journal of the Human Factors and Ergonomics Society     Full-text available via subscription   (Followers: 33)
Human Resource Management     Hybrid Journal   (Followers: 73)
Human Resource Management International Digest     Hybrid Journal   (Followers: 18)
Human Resource Management Journal     Hybrid Journal   (Followers: 73)
Human Resource Management Review     Hybrid Journal   (Followers: 59)
ICU Director     Hybrid Journal  
IEEE Engineering Management Review     Full-text available via subscription   (Followers: 117)
IIMB Management Review     Open Access   (Followers: 9)
IMA Journal of Management Mathematics     Hybrid Journal   (Followers: 1)
Impact Assessment and Project Appraisal     Hybrid Journal   (Followers: 4)
Independent Journal of Management & Production     Open Access   (Followers: 1)
Indian Journal of Corporate Governance     Full-text available via subscription  
Industrial Management & Data Systems     Hybrid Journal   (Followers: 8)
Industrial Marketing Management     Hybrid Journal   (Followers: 22)
Information Resources Management Journal     Full-text available via subscription   (Followers: 8)
Information Systems Management     Hybrid Journal   (Followers: 10)
Information Technology and Management     Hybrid Journal   (Followers: 10)
Innovation & Management Review     Open Access  
Innovation: Management, Policy & Practice     Hybrid Journal   (Followers: 16)
INOVATOR : Jurnal Manajemen     Open Access  
Intelligent Information Management     Open Access   (Followers: 7)
Intelligent Systems in Accounting, Finance & Management: International Journal     Hybrid Journal   (Followers: 3)
International Journal for Quality Research     Open Access   (Followers: 4)
International Journal of Advances in Management Science     Open Access   (Followers: 1)
International Journal of Agile Systems and Management     Hybrid Journal   (Followers: 3)
International Journal of Applied Management and Technology     Open Access   (Followers: 1)
International Journal of Applied Management Science     Hybrid Journal   (Followers: 4)
International Journal of Aviation Management     Hybrid Journal   (Followers: 5)
International Journal of Business and Data Analytics     Hybrid Journal   (Followers: 2)
International Journal of Business and Management     Open Access   (Followers: 13)
International Journal of Business Continuity and Risk Management     Hybrid Journal   (Followers: 22)
International Journal of Business Performance Management     Hybrid Journal   (Followers: 6)
International Journal of Business Process Integration and Management     Hybrid Journal   (Followers: 12)
International Journal of Business Science and Applied Management     Open Access   (Followers: 1)
International Journal of Commerce and Management     Hybrid Journal  
International Journal of Comparative Management     Hybrid Journal  
International Journal of Complexity in Leadership and Management     Hybrid Journal   (Followers: 27)
International Journal of Conceptual Structures and Smart Applications     Full-text available via subscription   (Followers: 2)
International Journal of Conflict Management     Hybrid Journal   (Followers: 14)
International Journal of Construction Management     Hybrid Journal   (Followers: 4)
International Journal of Contemporary Hospitality Management     Hybrid Journal   (Followers: 10)
International Journal of Corporate Strategy and Social Responsibility     Hybrid Journal   (Followers: 4)
International Journal of Cross Cultural Management     Hybrid Journal   (Followers: 7)
International Journal of Decision Sciences, Risk and Management     Hybrid Journal   (Followers: 7)
International Journal of Decision Support Systems     Hybrid Journal   (Followers: 2)
International Journal of Disaster Risk Science     Open Access   (Followers: 14)
International Journal of Educational Management     Hybrid Journal   (Followers: 5)
International Journal of Electronic Customer Relationship Management     Hybrid Journal   (Followers: 1)
International Journal of Electronic Governance     Hybrid Journal  
International Journal of Emergency Management     Hybrid Journal   (Followers: 10)
International Journal of Energy Sector Management     Hybrid Journal   (Followers: 2)
International Journal of Engineering Business Management     Open Access  
International Journal of Engineering Management and Economics     Hybrid Journal   (Followers: 3)
International Journal of Enterprise Network Management     Hybrid Journal  
International Journal of Entrepreneurship and Innovation Management     Hybrid Journal   (Followers: 27)
International Journal of Environment and Waste Management     Hybrid Journal   (Followers: 2)
International Journal of Environmental Technology and Management     Hybrid Journal  
International Journal of Event and Festival Management     Hybrid Journal   (Followers: 6)
International Journal of Financial Services Management     Hybrid Journal   (Followers: 1)
International Journal of Forensic Engineering and Management     Hybrid Journal   (Followers: 1)
International Journal of Global Business and Competitiveness     Hybrid Journal  
International Journal of Hospitality and Event Management     Hybrid Journal   (Followers: 3)
International Journal of Hospitality Management     Hybrid Journal   (Followers: 10)
International Journal of Human Resource Management     Hybrid Journal   (Followers: 52)
International Journal of Human Resources Development and Management     Hybrid Journal   (Followers: 24)
International Journal of Indian Culture and Business Management     Hybrid Journal  
International Journal of Information and Operations Management Education     Hybrid Journal   (Followers: 6)
International Journal of Information Systems and Change Management     Hybrid Journal   (Followers: 7)
International Journal of Information Systems and Project Management     Free   (Followers: 12)
International Journal of Information Technology Project Management     Full-text available via subscription   (Followers: 9)
International Journal of Innovation and Technology Management     Hybrid Journal   (Followers: 10)
International Journal of Innovation Management     Hybrid Journal   (Followers: 8)
International Journal of Integrated Supply Management     Hybrid Journal   (Followers: 4)
International Journal of Intercultural Information Management     Hybrid Journal   (Followers: 12)
International Journal of Internet and Enterprise Management     Hybrid Journal   (Followers: 1)
International Journal of Islamic and Middle Eastern Finance and Management     Hybrid Journal   (Followers: 7)
International Journal of Knowledge Management     Full-text available via subscription   (Followers: 13)
International Journal of Knowledge Management Studies     Hybrid Journal   (Followers: 29)
International Journal of Knowledge-Based Organizations     Full-text available via subscription   (Followers: 1)
International Journal of Law and Management     Hybrid Journal   (Followers: 2)

        1 2 3 | Last

Similar Journals
Journal Cover
International Journal of Contemporary Hospitality Management
Journal Prestige (SJR): 1.452
Citation Impact (citeScore): 4
Number of Followers: 10  
 
Hybrid Journal Hybrid journal   * Containing 3 Open Access Open Access article(s) in this issue *
ISSN (Print) 0959-6119 - ISSN (Online) 1757-1049
Published by Emerald Homepage  [360 journals]
  • To speak or not to speak: motivators for internal whistleblowing in hotel
           industry

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      Authors: Shalini Srivastava , Pragya Gupta
      Abstract: Using self-determination theory as the theoretical framework, the study examines the role of workplace spirituality in motivating internal whistleblowing in an organization and whether it gets enhanced by ethical leadership and moral courage of an employee. The study was administered to 312 employees belonging to the hotel industry in north India. A three-waves study with a gap of one month each was used for data collection. The study used AMOS and PROCESS Macro to examine the hypothesized relationship. The study found a positive association between workplace spirituality and internal whistleblowing, and a parallel mediating impact of employee’s moral courage and ethical leadership on workplace spirituality and internal whistleblowing relationship. The work suggests that by recognizing and enforcing the motivating factors that encourage an employee to blow the whistle and reveal illegal, immoral or illegitimate organizational practices, an organization may be able to maintain an ethical stance and create a positive image of itself. The unique contributions of this study include determining the role of workplace spirituality in supporting internal whistleblowing, especially in the Indian context. Keeping in view the huge losses incurred by hospitality sector during pandemic, internal whistleblowing by employees will create a positive image for the organizations and help in revival.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-25
      DOI: 10.1108/IJCHM-11-2021-1366
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • User-generated reviews and the financial performance of restaurants

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      Authors: Saddam Abdullah , Philippe Van Cauwenberge , Heidi Vander Bauwhede , Peter O'Connor
      Abstract: This paper aims to examine the impact of selected characteristics (rating, volume and variability) of online user-generated reviews on the bottom-line profitability of restaurants. Restaurant-level review data are extracted from TripAdvisor and matched with firm-level data from the financial reports gathered from the Belfirst database of Bureau van Dijk. The resulting sample contains data on 2,297 Belgian firms over the period 2007–2018, for which 134,831 reviews are investigated. The author’s regression model of firm-level profitability is estimated against online review characteristics and various financial control variables, including past profitability. This research model and estimation technique address the endogeneity concerns that typically weaken this kind of study. While comparable studies on hotels document a positive association between review characteristics and profitability, the authors find no relationship between review rating, volume and variability in the profitability of restaurants. Due to the format of the financial reports of small and medium-sized enterprises (SMEs), data on turnover and cost of materials/services was not available for most restaurants in the sample, limiting our potential for analysis. In addition, our assessment of electronic word of mouth (eWOM) was limited to measures derived from user-generated reviews on TripAdvisor. In the literature on eWOM, the importance of online reputation is hardly disputed, especially in the context of the hospitality sector. However, most research to date has focused on the hotel sector and top-line measures of success. This study uses restaurant-level financial data, focuses on bottom-line profitability, considers potential endogeneity issues and pays careful attention to the estimation technique. The results fail to establish a direct relationship between eWOM metrics and financial performance and are surprising, meriting further investigation to establish the underlying causes. In contrast to prior studies on the impact of eWOM on restaurant performance at a group level, this study examines the impact on unit-level profitability, taking into account several potential sources of estimation bias. In addition, the authors challenge this finding with a battery of sensitivity tests, revalidating the absence of a relationship in each case.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-20
      DOI: 10.1108/IJCHM-10-2021-1236
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Perceived price and trustworthiness of online reviews: different levels of
           promotion and customer type

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      Authors: Huifeng Pan , Zhiqiang Liu , Hong-Youl Ha
      Abstract: Prior hospitality studies have reviewed review trustworthiness and perceived price as predictors of restaurant selection. However, the impacts of these two factors may vary by sales promotion and customer types. This study aims to determine whether sales promotions and customer type are the key elements that facilitate behavioral intentions by moderating the linkage between perceived price and behavioral intentions as well as the linkage between online review trustworthiness and behavioral intentions. Analysis of the responses of 533 individuals familiar with the Michelin Guide for restaurants in Seoul provided evidence supporting a sales promotion theory wherein promotions signal benefits in consumers’ minds. The findings show that when perceived price is positive and the trustworthiness of online reviews is high, repeat customers prefer mixed coupons to price discounts. Notably, the results indicate that when the trustworthiness of online reviews is high, first-time customers also prefer mixed coupons to price discounts. Furthermore, the findings suggest that negative evaluations of perceived price increase the impact of mixed coupons by signaling to first-time customers that given restaurants’ offerings provide monetary benefits regardless of their intentions to revisit said restaurants. The study findings provide insights that should help managers better understand various levels of promotion. Managers can design their pricing strategies to strengthen customers’ motivations to visit their restaurants – the very thing customers often seek in sales promotions. This study provides indisputable evidence for a sales promotion theory, wherein promotions signal benefits in consumers’ minds; however, it also shows that first-time and repeat customers do not respond equally to sales promotions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-20
      DOI: 10.1108/IJCHM-12-2021-1524
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Can developmental culture enhance team service innovation'
           Quantitative and qualitative analyses in the hospitality industry

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      Authors: Mingjun Yang , Tuan Trong Luu , David Qian
      Abstract: Service innovation benefits hospitality organizations’ service quality and competitive advantages. However, how and when team culture amplifies team service innovation is still not fully comprehended. Thus, this study aims to reveal the mediation and moderation mechanisms behind the team-level culture and service innovation nexus. This study used both quantitative and qualitative methods to validate the research model. The authors collected data from leaders and their members working in the hospitality sector in China. The results demonstrated the positive nexus of developmental culture and team service innovation. This nexus was sequentially mediated by aggregated creative role identity and aggregated creative self-efficacy and was also strengthened by task interdependence. The results indicated that hospitality practitioners should consistently instill the values of developmental culture into their members to trigger their teams’ service innovative endeavors. They should also design more tasks requiring intensive teamwork and encourage members to complete these tasks collaboratively. This study advances the understanding of the direct, mediating and moderating effects behind team service innovation.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-05-2021-0688
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • What affects the online ratings of restaurant consumers: a research
           perspective on text-mining big data analysis

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      Authors: Jun Liu , Yunyun Yu , Fuad Mehraliyev , Sike Hu , Jiaqi Chen
      Abstract: Despite a significant focus on customer evaluation and sentiment analysis, limited attention has been paid to discrete emotional perspective in terms of the emotionality used in text. This paper aims to extend the general-sentiment dictionary in Chinese to a restaurant-domain-specific dictionary, visualize spatiotemporal sentiment trends, identify the main discrete emotions that affect customers’ ratings in a restaurant setting and identify constituents of influential emotions. A total of 683,610 online restaurant reviews downloaded from Dianping.com were analyzed by a sentiment dictionary optimized by the authors; the main emotions (joy, love, trust, anger, sadness and surprise) that affect online ratings were explored by using multiple linear regression methods. After tracking these sentiment review texts, Latent Dirichlet Allocation (LDA) and LDA models with term frequency-inverse document frequency as weights were used to find the factors that constitute influential emotions. The results show that it is viable to optimize or expand sentiment dictionary by word similarity. The findings highlight that love and anger have the highest effect on online ratings. The main factors that constitute consumers’ anger (local characteristics, incorrect food portions and unobtrusive location) and love (comfortable dining atmosphere, obvious local characteristics and complete supporting services) are identified. Different from previous studies, negativity bias is not observed, which poses a question of whether it has to do with Chinese culture. These findings can help managers monitor the true quality of restaurant service in an area on time. Based on the results, restaurant operators can better decide which aspects they should pay more attention to; platforms can operate better and can have more manageable webpage settings; and consumers can easily capture the quality of restaurants to make better purchase decisions. This study builds upon the existing general sentiment dictionary in Chinese and, to the best of the authors’ knowledge, is the first to provide a restaurant-domain-specific sentiment dictionary and use it for analysis. It also reveals the constituents of two prominent emotions (love and anger) in the case of restaurant reviews.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-06-2021-0749
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Local government’s role in promoting city hospitality: a
           meta-ethnography with a public management perspective

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      Authors: Carla Del Gesso , Rab Nawaz Lodhi , Cihan Cobanoglu
      Abstract: Adopting a public-management perspective, this study aims to conduct a meta-ethnography to discern local government’s role in city hospitality in terms of promoting the welcome the city gives its guests, filling a gap in research into the subject. The authors used the seven-step iterative approach of Noblit and Hare’s meta-ethnography. By conducting a systematic search in the major bibliographic databases, ten qualitative studies on city hospitality were identified that met the criteria to be included. Concepts alluding to a local government’s role in city hospitality were coded in NVivo 11 software, translated and interpreted through the lens of public management. A total of 14 semi-structured interviews with experts were also conducted to further validate the meta-ethnography findings. Six interrelated, third-order constructs were developed and conceptualized into an articulated model describing local government’s role in city hospitality from a public-management perspective: advocating, co-creating, strategizing, planning and implementing city hospitality, and promoting it into a sustainable tourism development. The model, also substantiated by expert feedback, describes local government actions to promote city hospitality and achieve sustainable tourism. It highlights a responsive, proactive and collaborative role for local government as a key actor responsible for the strategic management and co-creation of city hospitality. The study introduces public governance cues into a city hospitality context, with theoretical and practical implications for hospitality and tourism researchers, businesses, politicians, public managers, city officials and destination marketing/management practitioners. The study proposes an original conceptual model that serves as an overarching framework and operative tool for understanding and practicing city hospitality in a contemporary public-management perspective. This lays the foundations for the development of a broadened notion of hospitality management, extended from the traditional context of the hospitality industry to that of the city or place. The study also showcases how meta-ethnography can be an effective methodology in business, management and accounting research, within which it is still a novelty.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-09-2021-1092
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The impacts of high-quality relationships on employee outcomes; evidence
           from restaurant staff in India

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      Authors: Taraneh Foroutan , Mona Bouzari , Homayoun Pasha Safavi
      Abstract: This paper aims to develop a research model that investigates the probable antecedents and outcomes of psychological capital (PSY-capital). More specifically, high-quality relationships (HQRs) and psychological safety (PSY-safety) are tested as the antecedents and organizational deviant behaviors (ODBs) is tested as the outcome. Data was gathered from the restaurant staff and their direct supervisors through a 10-day time-lag design in two different rounds. Structural equation modeling was used to evaluate the direct and mediation. Drawing upon social identity theory (SIT), the findings reveal that PSY-safety functions as a mediator of the effect of HQRs on PSY-capital. Additionally, the results proved that PSY-capital mediates the relationship between PSY-safety and ODBs. Considering the results, restaurant managers should pay ample attention to and make every effort to develop HQRs among organizational members. Through this, manager paves the way for PSY-safety which causes employees to develop PSY-capital and eventually display less deviance. Additionally, the authors recommend that company managers serve as role models for their staff, sharing information with and respecting them to create an environment of mutual trust, similar goals and knowledge sharing. This research contributes significantly to the existing hospitality literature (specifically foodservice) by testing the mechanism through which HQRs lead to PSY-capital and the mediation effect of PSY-capital in the relationship between PSY-safety and ODBs.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-10-2021-1232
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A comparative review of hospitality and tourism innovation research in
           academic and trade journals

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      Authors: Anqi Cao , Fangfang Shi , Billy Bai
      Abstract: The purpose of this review paper is to identify the themes of hospitality and tourism innovation research published in academic and trade journals between 2010 and 2020, to explore the common and different areas of interest between academia and the industry and to examine the trends of innovation research themes during this period to suggest future research directions. The EBSCO Hospitality and Tourism Index was used as the data source. Co-word analysis was conducted via the Leximancer software to identify key areas of interest in hospitality and tourism innovation. Trends in hospitality and tourism innovation over the ten-year period were revealed by a time-dimension analysis. This study produced a conceptual map demonstrating focal points and trends in hospitality and tourism innovation. Trade journals were found to be dominated by product innovation driven by technological development, while academic journals covered more topics, such as employee innovation, sustainable innovation, leadership innovation and user generated content (UGC). Academia was shown to follow in the footsteps of industry in publication on several topics. Furthermore, academic interest in certain topics, such as hotel service innovation, UGC and social media, lasted several years. This study can facilitate knowledge transfer between academia and the industry. It also provides directions for future research based on historical and comparative analysis. This research extends the scope of existing review studies by including articles published by trade journals. It also adds a time dimension, which helps to unveil the evolution process of hospitality and tourism innovation research and practice.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-11-2021-1443
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Peer-to-peer accommodation amid COVID-19: the effects of Airbnb
           cleanliness information on guests’ trust and behavioral intentions

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      Authors: Maksim Godovykh , Robin M. Back , Diego Bufquin , Carissa Baker , Jeong-Yeol Park
      Abstract: This study aims to explore the influence of different types of cleanliness information provided on the Airbnb platform (hosts’ sanitation labels, Airbnb cleaning protocol and previous guests’ reviews) on guests’ trust and behavioral intentions. This study uses an online scenario-based experimental design. A two-step approach was applied to discover the proposed relationships by assessing the measurement model fit and validity of the constructs with confirmatory factor analysis and testing study hypotheses with structural equation modeling. The results demonstrate that three types of cleanliness information (i.e. provided by Airbnb’s hosts, platform and customer reviews) had statistically significant effects on customers’ trust and behavioral intentions. The research results provide practical recommendations for Airbnb hosts and peer-to-peer accommodation platforms on using several types of textual and visual cleanliness information to influence guests’ attitudes and behavioral intentions. This study advances knowledge by introducing new factors affecting guests’ trust and behavioral intentions in peer-to-peer accommodation settings and differentiating the effects of different sources of cleanliness information and different types of guests’ trust.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-12-2021-1508
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • You don’t have to tip the human waiters anymore, but… Unveiling
           factors that influence consumers’ willingness to pay a price premium for
           robotic restaurants

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      Authors: Stephanie Hui-Wen Chuah , Siriprapha Jitanugoon , Pittinun Puntha , Eugene Cheng-Xi Aw
      Abstract: This study aims to simultaneously examine the influence of demographic, psychographic and situational factors on consumers’ willingness to pay a price premium (WTPp) for robotic restaurants and to profile market segments based on consumers’ WTPp levels (positive, neutral and negative). Using an online survey, the data were gathered from a sample of 897 Thai consumers who had dined at a robotic restaurant in the past 12 months. Structural equation modeling, chi-square tests and the one-way analysis of variance were used for data analysis. Demographic (gender, age, income and marital status), psychographic (perceived advantages/disadvantages, personal innovativeness and personality traits) and situational factors (perceived health risk and self-protection behavior) significantly influence consumers’ WTPp for robotic restaurants. The positive price premium group differs significantly from the neutral and negative price premium groups in terms of demographic, psychographic and situational profiles. The findings of this study help restaurateurs target the correct customers and set up appropriate price fences to safeguard profits and maximize return on investment. This study contributes to the literature on technology-based services and hospitality by heeding the calls made by Ivanov and Webster (2021) and providing much-needed empirical evidence of possible changes in consumers’ WTPp for robot-delivered services in restaurants due to COVID-19.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-08-2021-1023
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Examining airline employees’ work-related stress and coping strategies
           during the global tourism crisis

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      Authors: Bee-Lia Chua , Amr Al-Ansi , Seongseop (Sam) Kim , Antony King Fung Wong , Heesup Han
      Abstract: This study aims to investigate the theoretical relationships between job stressors, psychological stress and coping strategies in the context of the global travel and tourism crisis faced by the airline industry. An online cross-sectional survey was designed to obtain empirical data from airline employees in South Korea and Hong Kong. A total of 366 airline employees participated in the survey through convenience sampling method. The structural equation modeling findings indicated that work schedule and demand; job insecurity and financial concerns; and role conflict played a significant role in creating psychological stress, which, in turn, determined emotion-oriented coping. The influence of the identified job stressors on psychological stress was significantly different between South Korean and Hong Kong airline employees. The study demonstrates ways in which airline employees react to stressful work circumstances to avoid loss of resources. Furthermore, it highlights the role that psychological stress plays in influencing airline employees to direct attention to emotion-oriented coping mechanisms. In view of the immense impact of the COVID-19 pandemic on the global airline industry, this study expands the role of job stressors in a peculiar and unprecedented work environment in the airline industry and accentuates the varying effects job stress may have on coping strategies from the perspective of airline employees in an Asian culture.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-09-2021-1085
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Food vloggers and parasocial interactions: a comparative study of local
           and foreign food vlogs using the S-O-R paradigm

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      Authors: Salman Yousaf
      Abstract: The purpose of this paper is to use the stimulus-organism-response (S-O-R) paradigm to understand how the source characteristics of the local and foreign food vloggers impact perceptions associated with the consumption setting of food vlogs (FVs), that is, experiential value and authentic value, cultivate the experiences of parasocial interaction (PSI) and how they are channelized into behavioral and attitudinal dispositions of food tourists. Following a survey research design, a sample of 418 participants with an interest in food-related touristic journeys was analyzed. Both Pakistani and foreign FVs about Peshawar, a historic city situated on the ancient silk route, were selected for a common reference point. The reception of Pakistani and foreign food vloggers differed significantly, implying that source characteristics, especially perceived similarity with the food vlogger, are an essential factor in the case of FVs. FVs’ authentic and experiential values significantly nurtured the experiences of PSI and positively influenced viewers’ evaluation of vlogs. The experiences of PSI cultivated visit intentions towards a destination. However, their relationship with the destination’s food image was not significantly related. The favorable reception of FVs was positively associated with the destination’s food image and visit intentions. The findings provide tourism and hospitality managers with suggestions on how to appreciate and incorporate the marketability of FVs into their destination marketing campaigns. This study opens up new avenues of scholarly debate by comparing the local and foreign food vloggers’ source effectiveness in cultivating PSI experiences and resultant attitudinal and behavioral changes. This study adds to the emergent research stream of understanding the food vlogger–viewer relationship through the S-O-R framework.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-09-2021-1090
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The interaction effects of congruence type, assessment perspective and
           social distance on visit intention

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      Authors: Li Wang , Xiangdong Shen , Lei Yan , Pengfei Li
      Abstract: The purpose of this study is to explore the three-way interaction effects among congruence type (proximal vs distal) of nonverbal ad messages, assessment perspective (internal vs external) of verbal ad messages and social distance (close vs faraway) on consumers’ visit intention. After developing the four categories of restaurant advertisements and scenarios for each type of social distance, the authors used 780 observations collected from Chinese consumers via the online survey platform Sojump and WeChat. The authors conducted ANOVA to test the hypotheses. The results reveal that in proximal congruence situations, consumers who feel a close social distance between themselves and their companions report higher visit intentions when exposed to internal versus external perspective-oriented ad messages; in distal congruence situations, external perspective-oriented ad messages elicit higher intention to visit advertised restaurant when consumers feel a far social distance between themselves and their companions. Future research can focus on the different categories of messages, such as functional and experiential messages, to find whether similar interaction effects are explored or not. This paper suggests some practical implications for advertisers to maximize the impact of advertisements on consumers’ behavioral outcomes via combining the different characteristics of nonverbal and verbal messages effectively, especially according to their target consumers’ characteristics. In the view of the three-way interaction effects, this paper offers a new lens on understanding how advertisements influence consumers’ behavioral outcomes, which could contribute to the advancement of advertisement theories.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-10-2021-1240
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Cue congruence effects of attribute performance and hosts’ service
           quality attributes on room sales on peer-to-peer accommodation platforms

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      Authors: Dongzhi Chen , Jian-Wu Bi
      Abstract: This study aims to explore how attribute performance and hosts’ service quality attributes affect room sales on peer-to-peer (P2P) platforms from the cue congruence perspective. More than 9.53 million reviews concerning 258,473 listings located in 35 major cities worldwide were collected from Airbnb. Data was collected from December 2019 to December 2020 and was analysed using a generalised linear model. Results show that when attribute performance and hosts’ service quality attributes give positive signals, Airbnb room sales are significantly higher than when the two kinds of cues give inconsistent or negative signals; when attribute performance gives positive signals and hosts’ service quality attributes give negative signals, room sales are higher than when the former gives negative signals and the latter give positive signals; surprisingly, when both kinds of cues give negative signals, room sales are higher than when attribute performance gives positive signals and hosts’ service quality attributes give negative signals. This paper adds useful insights on understanding of cue congruence (incongruence) effect on room sales of P2P accommodation platforms. This study has practical implications for hosts, online platform managers and guests regarding how to use online strategies and promotions on the Airbnb platform. This study is an early attempt to explore how the combination of attribute performance and hosts’ service quality attributes affects Airbnb room sales under the conditions of consistency and inconsistency.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-10-2021-1275
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Beyond “good company”: The mediating role of innovation in the
           corporate social responsibility and corporate firm performance
           relationship

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      Authors: Changsok Yoo , Jihwan Yeon , Seoki Lee
      Abstract: The link between corporate social responsibility (CSR) and corporate firm performance (CFP) has been extensively studied, but a significant research gap remains when considering potential mediating factors that can provide a more comprehensive and complete picture of the CSR-CFP link. Among the possible mediators, innovation is one of the most noteworthy factors, but previous studies have found inconsistent results between CSR and innovation in the service industry context. Existing studies have reported an insignificant or negative relationship between CSR and innovation in the service industry, including the hospitality industry. To clarify this controversy, this study aims to propose the positive mediating role of innovation to explain the CSR-CFP link in the hotel and casino industry. To discover the relationship among CSR, innovation and CFP, a panel data analysis, the two-way fixed-effects model, is used with robust standard errors. Particularly, to examine the mediating role of innovation, this study conducts Sobel, Aroian and Goodman tests. The sample period is from 2000 to 2017, consisting of 342 firm-year observations. With a sample of publicly traded US hotel and casino firms, this study confirms the mediating role of innovation and suggests a strategic direction of CSR, highlighting the importance of innovation in the hospitality industry. This study presents an important piece of evidence regarding non-technological innovation and proposes a strategic direction of CSR in the hotel and casino industry to achieve competitive advantages. Adopting a new measurement method of innovation using data envelopment analysis, this study serves as a reference for a better understanding of a role of innovation in the CSR-CFP link for hospitality scholars.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-10-2021-1288
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A workplace-driven model on the formation of OCB-C: perspectives of social
           exchange theory and agency theory

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      Authors: Shi (Tracy) Xu , Yao-Chin Wang , Emily Ma
      Abstract: Different from the previous organizational citizenship behavior (OCB) literature, this study aims to propose an OCB-O (organizational citizenship behavior toward organizations) and OCB-I (organizational citizenship behavior toward individual coworkers) driven mechanism for the formation of OCB-C (organizational citizenship behavior toward customers). Based on the social exchange and agency theories, the authors propose that perceived leadership support and work autonomy contribute to both OCB-I and OCB-O, which contributes to proactive and reactive customer service attitude as well as OCB-C. A three-wave survey was conducted in five-star hotels in Mainland China, and a sample of 410 hotel frontline employees was used to test the model. Findings of the study suggested that perceived leadership support positively led to OCB-O and OCB-I while work autonomy led to OCB-I, demonstrating the importance of employees’ perceived leadership support on motivating employees to perform OCB-I and OCB-O. OCB-I and OCB-O directly improved OCB-C, confirming the proposed spillover effect from OCB-I and OCB-O to OCB-C. OCB-I supported both proactive and reactive customer service attitudes, revealing OCB-I as more effective than OCB-O on influencing employees’ service attitudes. Furthermore, OCB-I, OCB-O and proactive customer service attitude lead to OCB-C. This study suggests that it is important for leaders to show care and support to employees and design jobs with a certain level of flexibility, so that employees are motivated to go the extra mile to do a good job. When employees make helping others a habit, they will provide more genuine care to customers and do a better job in serving customers. This study supports the spillover mechanism of OCB-I and OCB-O on OCB-C. Specifically, the spillover mechanism starts from a workplace-driven model with employees’ perceived leadership support and work autonomy to enhance OCB-O as well as OCB-I. Then, spillover effects stem directly from OCB-I and OCB-O to OCB-C and indirectly to proactive customer service attitude.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-11-2021-1409
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Outcomes of environmental awareness

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      Authors: Mona Bouzari , Homayoun Pasha Safavi , Taraneh Foroutan
      Abstract: Grounded on the collected data and basic view of the belief-action-outcome, the current study aims to investigate the mediating role of environmental commitment (EC) in the relationship between environmental awareness (EA) and three outcomes, namely, pro-environmental behavior (PEB), willingness to sacrifice for the environment (WSE) and nongreen behaviors (NGB). Data was gathered from 509 restaurant employees and 96 supervisors in two different waves through a 10-day time lag in India. Structural equation modeling was used to understand the relationships using LISREL 8.30. This study verified that employees’ EA is significantly related to EC. Moreover, according to the results, employees’ EC is positively related to PEB and WSE while it is negatively related to NGB. The results similarly attested to the mediation impact of EC in the relationship between EA and the outcomes. Organizations’ employment of green and eco-friendly practices can make employees more familiar with environmental concepts and practices. The current study encourages restaurant managers to regularly invest and be involved in developing relevant environmental training, which can improve employees’ knowledge and awareness of environmental matters. By highlighting overlooked concerns in the restaurant and service literature, the current study makes significant contributions in the context of the restaurant industry. To date, there is not a single indication of any study that analyzes the impact of EA on employee EC and its potential links to other employee outcomes.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-11-2021-1412
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The effect of servicescape on place attachment and experience evaluation:
           the importance of exoticism and authenticity in an ethnic restaurant

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      Authors: Minjung Kim , Gyumin Lee
      Abstract: Under the growing preference for ethnic food and an increase in ethnic restaurants, it is crucial to understand the value of restaurants gaining a competitive edge for their customers. Therefore, this study aims to investigate how exposure to the servicescape affects the formation of emotion and behavior. This study is based on online survey results pertaining to the servicescape of ethnic restaurants and diners’ evaluations of their experience. The survey items were developed from previous related literature. For accurate data collection, the survey respondents were limited to consumers who had dined in an ethnic restaurant at least once within the previous six months. The results reveal that substantive and communicative servicescape had a positive influence on both exoticism and authenticity; moreover, exoticism positively affected authenticity. In turn, exoticism and authenticity had a positive influence on place attachment. It also appears that place attachment positively affected experience intensification and extension. The findings of this study are expected to contribute to competitive management strategies to expand ethnic restaurants. Based on the results, managerial strategies will be set up, focusing on which aspects should receive attention to ensure the intensification and extension of diners’ experiences at ethnic restaurants. There has been very little research on ethnic restaurants in relation to the integrated relationship between servicescape, authenticity, place attachment and postexperience behavior. This study assumes that the overall service experience of customers of ethnic restaurants can be perceived and evaluated based on substantive and communicative servicescape and that such restaurants can benefit by understanding the specific factors that will give them a competitive edge in running their business.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-16
      DOI: 10.1108/IJCHM-07-2021-0929
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Fostering green service innovation perceptions through green
           entrepreneurial orientation: the roles of employee green creativity and
           customer involvement

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      Authors: Tuan Trong Luu
      Abstract: Developing new green services is critical to a hospitality organization’s achievement of sustainable goals as well as competitive advantage. This study aims to unravel the mechanisms through which organizations with green entrepreneurial orientation (green EO) can foster green service innovation. The data set for testing these mechanisms was garnered from employees and managers who worked in hotels based in an Asia-Pacific market. A multilevel analysis was conducted on this data set. The results revealed the positive nexus between organizational green EO and green service innovation perceptions. The results of the study further lent credence to employee green creativity as a mediation path for such a relationship. Furthermore, customer involvement was found to fortify the linkage of green EO with employee green creativity and the linkage of employee green creativity with green service innovation perceptions. The results suggest to hotel organizations how to optimally translate their green entrepreneurial strategy into new green services that meet customer preferences and societal expectations. This inquiry extends the hospitality management literature by linking green EO to green service innovation of hospitality organizations as well as identifying the mediation and moderation mechanisms underlying this link.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-16
      DOI: 10.1108/IJCHM-09-2021-1136
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Biophilic design for urban hotels – prospective hospitality
           employees’ perspectives

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      Authors: Renata Fernandes Guzzo , Courtney Suess , Tiffany S. Legendre
      Abstract: The purpose of this paper is to investigate a holistic way of incorporating biophilic building design that creates a restorative environment attractive to prospective urban hotel employees. This study additionally examines the role of perceived well-being from nature attributes and associated impacts on emotions and likelihood to choose to work for a hotel with nature attributes. This study used a conjoint analysis to detect the most resotrative individual and combinations of biophilic attributes that can improve employee well-being. In addition, nature attributes influence on emotions and intentions to work for a hotel were analyzed. Results showed that not all nature attributes are equally evaluated by urban hotel prospective employees. In this study, the authors found that natural lighting, outdoor green views and indoor landscaping are important factors in the evaluation of an urban hotel with biophilic features. However, this tendency varies when the sample was divided by prospective employees’ who perceived higher or lower levels of well-being would be influenced by nature attributes. Unlike previous studies, the authors tested a multiattribute design and results demonstrate the perceived restorative effect of nature attributes in an environment on prospective employees. In addition to extending the biophilic design in hospitality literature, the authors provide practical suggestions to urban hotels incorporating biophilic design and propose that specific elements have the propensity to enhance the well-being of prospective employees and reinforce positive emotions and intentions to work for urban hotels that incorporate them.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-16
      DOI: 10.1108/IJCHM-10-2021-1322
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • In the travel bloggers’ wonderland: mechanisms of the blogger –
           follower relationship in tourism and hospitality management – a
           systematic literature review

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      Authors: Giulio Maggiore , Letizia Lo Presti , Marissa Orlowski , Alfonso Morvillo
      Abstract: Even if the relationship between travel bloggers and followers has implications for tourists’ decision-making process, the literature does not individuate the main determinants of this relationship. This paper aims to study the drivers and motivations to follow travel bloggers and the main consequences. Moreover, the paper seeks to highlight the metamorphosis of travel bloggers and their role in the tourism industry. A systematic literature review was used, and 76 papers were selected. A thematic map of the literature and a summary of key findings are proposed. Although authenticity is the main trigger for following travel bloggers, other factors (e.g. transparency and credibility), if lacking, can erode the relationship with followers. Results demonstrate that hygiene factors are important but that the relationship with followers can be compromised if motivational factors are lacking. Loyalty and the continued use of travel blogs are the main consequences of a relationship based on trust, credibility and engagement. Tourism and hospitality managers must define sophisticated segmentation procedures to select the right travel blogger with which to engage for destination promotions. Travel bloggers must clearly define the role that they want to have in the market if they are to instill loyalty in their followers. To the best of the authors’ knowledge, this is the first paper that attempts to identify the pillars of the follower–travel blogger relationship in the tourism and hospitality literature.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-16
      DOI: 10.1108/IJCHM-11-2021-1377
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A self-regulatory perspective on the link between customer mistreatment
           and employees’ displaced workplace deviance: the buffering role of
           mindfulness

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      Authors: Lele Fan , Xing Zhou , Jing Ren , Jianfeng Ma , Yang Yang , Wenling Shao
      Abstract: Drawing from self-regulation theories, this study aims to present a model linking customer mistreatment to hotel employees’ displaced workplace deviance via self-regulatory depletion, with disposition-based mindfulness as a first‐stage moderator. The authors conducted a multisource, multiwave investigation with 245 focal–coworker dyads at 14 full-service hotels in southern China. Descriptive statistics, confirmatory factor analysis and regression analysis were performed. The results demonstrated the mediating role of self-regulatory depletion in provoking hotel employees’ displaced deviant reactions to customer mistreatment. Additionally, employees with high trait mindfulness are less vulnerable to self-regulatory depletion and, thus, less likely to exhibit displaced workplace deviance. This study enables hospitality administrators to understand that organizations and their employees, whether directly mistreated by customers, are potential victims of such negative events. Hospitality organizations should enhance mindfulness-based interventions and provide more humane care for employees to maintain their self-regulatory abilities, thereby reducing displaced workplace deviance. First, in contrast to studies focusing primarily on internal factors that trigger employees’ deviant responses, the research suggests that mistreatment by external customers is a potentially meaningful yet largely unexamined antecedent of workplace deviance. Second, this study moves beyond “self-gain” explanations, suggesting that employees display deviance not because of a malicious intent to harm the organization or its members but because they are incapable of controlling their undesirable behaviors. Third, the research highlights how mindfulness mitigates customer mistreatment and displaced workplace deviance relationships.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-11
      DOI: 10.1108/IJCHM-07-2021-0875
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Becoming top global chef: what does it take to become a highly successful
           entrepreneurial careerist'

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      Authors: Tamim Elbasha , Yehuda Baruch
      Abstract: This study aims to understand the career path to the pinnacle of professional life. What does it take for an entrepreneur to become a global celebrity in one’s profession' The authors explore the career motivation, trajectory and outcomes of a niche population who made it to the top of their careers. A qualitative method was applied, using publicly available, prerecorded interviews of a documentary series on a unique sample of 30 top global chefs who gain Michelin-stars or equivalent. The authors used a qualitative approach to analyze the data alternating data and theory. The authors identify a unique pattern, which the authors label as the “two-steps” trajectory, where these successful chefs went through a dual-hurdle process: first, delving into formal training and establishing themselves; then moving to a top chef status through innovation inspired by their history, chance events and treating their work as an artistic oeuvre and an experience. The authors provide an observed pattern for what is required to be a top global chef. This study advances career theory and entrepreneurship studies via integrating the two perspectives. The authors offer a theoretical contribution by identifying the relevance and importance of “new careers” for entrepreneurs, recognizing critical success factors and reinstating the balance between the agency of the entrepreneur and their context.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-05
      DOI: 10.1108/IJCHM-07-2021-0940
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • How organizational justice in the hospitality industry influences
           proactive customer service performance through general self-efficacy

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      Authors: Abuelhassan Elshazly Abuelhassan , Ali AlGassim
      Abstract: Based on social exchange theory (SET) and conservation of resources (COR) theory, this study aims to examine the unique combined impact of procedural justice (PJ) and distributive justice (DJ) on proactive customer service performance (PCSP) and general self-efficacy (GSE) in the hospitality industry. It also estimates these variables’ joint effect on PCSP controlling GSE. The study’s results were derived from a sample of 380 frontline supervisor–subordinate dyads, placed in 18 five-star hotels, through three-wave data collection. The hypotheses and construct validity were generated through structural equation modeling. The combined impact of DJ and PJ on GSE and PCSP was significantly positive, and GSE mediated the relationships between DJ and PCSP as well as PJ and PCSP. To improve service employees’ GSE and PCSP, hospitality management should guide and encourage managers to highlight and maintain organizational justice (OJ) in all their strategies and operations. DJ and PJ are advised to appreciate service employees’ GSE and extra-role behaviors (e.g. PCSP) through providing organizational resources. This paper offers unique practical and theoretical contributions to the hospitality industry and associated literature by implementing SET and COR theory with OJ, GSE and PCSP constructs.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-05
      DOI: 10.1108/IJCHM-10-2021-1238
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • COVID-19-related job insecurity and employees’ behavioral outcomes:
           mediating role of emotional exhaustion and moderating role of symmetrical
           internal communication

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      Authors: Abdul Karim Khan , Maria Khalid , Nida Abbas , Shehryar Khalid
      Abstract: This study aims to examine the impact of COVID-19-related job insecurity on two types of employees’ behaviors: family undermining and withdrawal. This study also proposes emotional exhaustion as a mediator and symmetrical internal communication as a moderator in the relationship between COVID-19-related job insecurity and employees’ behaviors. Using a time-lagged design, data were gathered from 193 employees working in Pakistan’s hospitality sector. Structural equation modeling in AMOS and PROCESS Macro were used to test the hypotheses. The results show that COVID-19-related job insecurity is positively related to family undermining and withdrawal behaviors, and these associations are mediated by emotional exhaustion. Furthermore, symmetrical internal communication weakens the positive influence of COVID-19-related job insecurity on emotional exhaustion. Additionally, the indirect impact of COVID-19-related job insecurity on employees’ behavioral outcomes via emotional exhaustion is stronger for employees with low symmetrical internal communication than for those with high levels of symmetrical internal communication. Hospitality management needs to focus on transparent and horizontal communication patterns to reduce the ensuing negative behaviors from COVID-19-related job insecurity. To the best of the authors’ knowledge, this is the first study to examine the impact of COVID-19-related job insecurity on two types of employees’ behaviors: family undermining and withdrawal. This study also offers new insights via mediating mechanisms and moderators associated with the relationship between COVID-19-related job insecurity and employees’ behavioral reactions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-03
      DOI: 10.1108/IJCHM-05-2021-0639
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Millennials’ staycation experience during the COVID-19 era: mixture
           of fantasy and reality

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      Authors: Hyoungeun Moon , Hauyan Chan
      Abstract: Due to the outbreak of COVID-19, the hotel industry has launched various marketing promotions to survive in business, such as those promoting the idea of “staycations.” This study aims to explore what drives millennials’ staycation consumption and experiential components of staycation experiences during the coronavirus pandemic. Taking a qualitative approach, semistructured in-depth interviews were conducted with a total of 25 participants who were millennials living in Hong Kong. Content analysis of the textual data was performed. This study reveals that millennials’ staycation consumption is derived from the challenges they face in reality (disillusion of travelling) and from their own fantasy (illusion of travelling). Millennials’ staycation experience dynamically comprises their physical and cognitive activities, social interactions and emotional responses, whereby they gain a feeling of extraordinariness combined with the ordinariness of familiar surroundings. This study contributes to the staycation-related literature by untangling the dynamics of millennials’ staycation experience. In the COVID-19 situation, millennials’ staycation experience entails feelings of both ordinariness and extraordinariness, in which they actualize their fantasy of travelling. In a bid to gain millennials’ interests in the post-COVID-19 era, hotel management needs to continue designing Instagrammable rooms/amenities and developing variously themed packages by collaborating with local brands and nearby attractions. This study contributes to the limited literature on staycations in hospitality by revealing the structure of staycation experience during the COVID-19 pandemic and future behavior toward staycations, especially from millennials’ perspective.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-03
      DOI: 10.1108/IJCHM-07-2021-0932
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Life events, philosophy, spirituality and gastronomy experience

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      Authors: Arnold Japutra , Fandy Tjiptono , Andhy Setyawan , Ida Bagus Gede Adi Permana , I Putu Esa Widaharthana
      Abstract: This study aims to examine how life events, philosophy and spirituality contribute to the development of gastronomy experiences for competitive advantage. Drawing on a qualitative case study approach, interviews were conducted with the owner/chef, employees and customers of Moksa – a plant-based restaurant in Bali, Indonesia. The integration of life events (change in health, relationship journey and residential relocation), life philosophy (healthy lifestyle, sustainability and cuisine for the soul) and spirituality (religious values and spiritual fulfillment of life purpose) can facilitate the creation and management of an improved gastronomy experience. There are key elements of life that can help in the creation of a unique, memorable and holistic gastronomy experience. Restaurant owners and managers should embed these elements in their strategy. This research adds to the scant knowledge on life courses and gastronomy experiences in the hospitality sector. It also contributes to enhancing understanding of the psychological factors that lead to better experiences.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-03
      DOI: 10.1108/IJCHM-09-2021-1196
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • An integrated duality theory framework (IDTF): marking pathways for
           consumer decision-making researchers in the hospitality and tourism
           industry

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      Authors: Nikolaos Stylos
      Abstract: This paper aims to critically review the underlying assumptions and theoretical conceptualizations of duality theories in general. In particular, the paper seeks to augment McCabe et al.’s (2016) reconceptualization of consumer decision-making in tourism. Additionally, the paper offers an integrated duality theory model. A critical discussion of the basic assumptions, recent advances and constructive criticism of duality theories found in the extant literature prefaces a detailed account of McCabe et al.’s (2016) new general tourist choice model. The author enriches and expands the conceptualization of this model and offers an advanced dual-process theoretical framework for decision-making with a broader range of variables, greater versatility, and suggestions for future research. The findings indicate mental processes with broader external inputs (stimuli) with possible outputs (decisions/behaviors) warrant inclusion and expansion in a fulsome dual-systems model of tourist decision-making. This research study adds to the literature of duality theories in consumer decision-making. While factors, contexts, personal preferences and other dimensions in the tourism industry are and will continue to be fluid over time, this study offers an integrated decision-making framework that provides clear linkages that mark pathways for new developments, future research and practitioner applications. The integrated duality theory framework enables researchers and destination management organizations managers to acquire enhanced explanatory and predictive value of tourism decision-making, which can lead to offering improved products/services. The model’s emphasis on simultaneous engagement of both heuristic and analytic dual processes reflects fundamental human nature; decision-making can be “both/and” as well as “either/or” with heuristic and analytic processes.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-03
      DOI: 10.1108/IJCHM-10-2021-1256
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Restaurant frontline employees’ turnover intentions: three-way
           interactions between job stress, fear of COVID-19, and resilience

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      Authors: Han Chen , Rui Qi
      Abstract: The COVID-19 pandemic intensifies the high turnover rate in the restaurant industry. Applying the conservation of resources (COR) theory, this study aims to examine the factors influencing US restaurant frontline employees’ organizational and occupational turnover intention with an emphasis on the three-way interactions between job stress, fear of COVID-19 (FC) and resilience. A sample of 243 US restaurant frontline employees participated in this study. PROCESS macro was used for hypothesis testing. Organizational turnover intention fully mediated the relationship between job stress and restaurant employees’ occupational turnover intention. FC intensified the positive relationship between job stress and organizational turnover intentions. Job stress, FC and resilience interacted to affect restaurant frontline employees’ organizational turnover intention such that when resilience is high, FC strengthened the positive relationship between job stress and organizational turnover intention, and the indirect effect of job stress on occupational turnover intention via organizational turnover intention. Restaurants should take measures to reduce frontline employees’ fear and continue implementing practices to alleviate job stress during a crisis to reduce employees’ turnover intentions. Training on building employee resilience could also be provided by restaurant operators. This study added to the limited knowledge of factors that are associated with restaurant employees’ organizational and occupational turnover intentions in the context of a global crisis and expanded the current knowledge of how fear and resilience may impact restaurant employees’ behavioral intentions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-28
      DOI: 10.1108/IJCHM-08-2021-1016
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The joint influence of the timing and framing of an online upselling
           message on consumer perceptions: the roles of construal level and
           reactance

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      Authors: Basak Denizci Guillet , Anna S. Mattila , Zixi (Lavi) Peng , Yixing (Lisa) Gao
      Abstract: The purpose of this study is to investigate the interactive effect of timing and framing of hotel’s upselling message on consumer attitudes toward the message. The mediating role of reactance between the timing of upselling message and consumer attitudes is also explored. A 2 (timing: immediately after the booking vs one week prior to arrival) by 2 (framing: concrete vs abstract) experimental design was used. A total of 250 Chinese consumers were recruited and were randomly exposed to a hotel online upselling scenario. The consumer attitudes and reactance were measured. When the framing of upselling message involves specific room attributes, consumers show more favorable attitudes when receiving the promotion one week prior to arrival (vs immediately after the booking). However, when the framing of upselling message involves price, consumer attitudes do not differ across the time of receiving the promotion. Reactance mediates the effect of message timing on consumer attitudes when the message framing involves specific room attributes. This research suggests that hotel managers should offer concrete message framing that includes specific room attributes at the time proximal to consumers’ arrival to increase acceptance of online room upselling. In addition, it is important for hotel managers to take consumers’ reactance into consideration when developing an online upselling strategy. Research on online hotel room upselling is scant. This study adds to the upselling literature by examining the joint influence of timing and framing of upselling promotions on consumer attitudes toward such messages. Furthermore, this study extends our understanding of the role of reactance in the online upselling process.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-28
      DOI: 10.1108/IJCHM-11-2021-1375
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A systematic review of work–family enrichment in the hospitality
           industry

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      Authors: Tianjian Liu , Chunhao (Victor) Wei , Yee Ming Lee
      Abstract: This study aims to systematically review the work–family enrichment (WFE) studies in hospitality and tourism management and provide insight into the patterns and trends of WFE literature to practitioners and future researchers. This study design followed the guidelines of preferred reporting items of systematic reviews and meta-analysis. A final sample of 23 studies related to WFE that published from 2000 to 2021 was selected and systematically analyzed. This study resulted in a framework that the antecedents and outcomes of WFE at the organizational, job and individual levels. Moderators between antecedents and outcomes were also identified. Theories such as conservation of resources theory, boundary theory, role theory and expansion theory were frequently applied in the investigation of WFE. This study generated a framework that illustrates the organization characteristics, the job characteristics and individual factors that have examined in hospitality literature on the topic of WFE. This study also pointed out theories that have been used in investigating WFE. However, this systematic review may subject to publication bias and number of reviewed articles remained relatively small. This study provides suggestions on how hospitality operators could use internal marketing strategies and certain leadership styles (e.g. transformational and servant leaderships) to enhance employees’ WFE. This study summarized the publication trends and patterns of the WFE studies in hospitality and tourism management in the past two decades, which provides suggestions for future scholars to further explore this research topic.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-27
      DOI: 10.1108/IJCHM-11-2021-1332
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Multisensory prosumption: how cooking classes shape perceptions of
           destinations

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      Authors: Diana Aksenova , Wenjie Cai , Maria Gebbels
      Abstract: This study aims to examine the multisensory experiences of participating in a cooking class and how they shape perceptions of destinations in the pre-trip stage. Performance theory and prosumption provide a theoretical lens to investigate how a cooking class influences the pre-trip destination sensescape. This study used participatory action research consisting of an immersive Tatarstan cooking class experience with the supporting materials of music and videos, focus group discussions and participant observations. Cooking class participants prosume local culture and (re)construct the perceptions of Tatarstan by partaking in cooking classes through a multisensory experience. The pre-trip destination sensescape formation in the cooking class is dynamic, stimulating and memorable. With active engagement in co-creating in the process, such experience significantly strengthens and reshapes the perceptions of a destination. Cooking classes can be leveraged in pre-trip marketing as a tool to enhance the competitiveness of tourism destinations and contribute to accessible tourism, such as engaging visually impaired tourists’ other heightened senses in experience design and marketing. This study revealed that participation in cooking classes involves active, embodied and multisensory engagement, which acts as a vehicle of the destination perception change.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-25
      DOI: 10.1108/IJCHM-09-2021-1117
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Effects of history, location and size of ethnic enclaves and ethnic
           restaurants on authentic cultural gastronomic experiences

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      Authors: Hanqun Song , Jong-Hyeong Kim
      Abstract: The extant gastronomy literature has rarely examined a connection between authentic gastronomic experiences and destinations. Specifically, ethnic enclaves, which are unique gastronomic and cultural destinations providing ethnic cuisine and cultural experiences to visitors, have been under-researched. Thus, this study aims to address this knowledge gap. Using a 2 (history: long vs short) × 2 (location: Central Business District vs rural; main street vs alleyway) × 2 size/ownership type (big vs small; chain vs independent) between-subjects design, two experiments were conducted using a sample of 557 British consumers to test the effect of history, location and size of ethnic enclaves and ethnic restaurants on consumers’ authentic cultural and gastronomic experiences in a UK context. In Study 1, ethnic enclave’s size affected consumers’ authentic cultural experiences. In Study 2, restaurants’ history and ownership type positively influenced consumers’ authentic gastronomic experiences. Both studies consistently reported the positive relationship between authentic experiences and behavioural intentions. For ethnic enclaves, the management team may consider expanding the size of ethnic enclaves to increase consumers’ authentic cultural experience. For those ethnic restaurants within the ethnic enclave, any independent or old ethnic restaurants should actively promote both characteristics in their marketing materials to create a feeling of offering authentic gastronomic experiences to customers. This study identified important ethnic enclave-related factors and ethnic restaurant-related factors forming consumers’ authentic cultural and gastronomic experiences.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-25
      DOI: 10.1108/IJCHM-09-2021-1126
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Choreograph postpartum care experiencescapes in a resort setting

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      Authors: Ingrid Y. Lin , Anna Mattila
      Abstract: The purpose of this paper is to apply the concept of holistic wellness to a postpartum care resort experiencescape to enhance women’s health and well-being. Several relevant theories are highlighted to demonstrate how to design a soothing postpartum care experiencescape. This paper also discusses the notion of regenerative business practices to achieve a win-win-win (customer–resort–community) strategy composed of collaborative networks that serve people and the planet. A multidisciplinary literature review discusses the lack of postpartum care in the USA and shows how resorts could help improve women’s health and well-being by offering postpartum care services. This is a theory synthesis paper that seeks to achieve conceptual integration across multiple frameworks. This conceptual model displays the interconnected relationships of holistic wellbeing, postpartum care experiencescape design and regenerative practices. The essence of this conceptual paper is to address postpartum care in the USA and to develop a conceptual model for designing postpartum care experiencescapes in a resort setting. The authors offer suggestions on how resorts and health-care services can co-design a postpartum care resort experiencescape to transform the mother’s postpartum period to the joy of parenthood. This paper discusses how postpartum care experiencescapes in the resort context would contribute to solving some prevalent societal issues while advancing the future of hospitality research and businesses. No research within the hospitality literature has yet discussed how the hospitality industry can collaborate with the health-care sector to establish postpartum care services to be at the forefront in leading the age of regeneration.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-18
      DOI: 10.1108/IJCHM-08-2021-1015
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • What matters, and what matters most' Exploring resident satisfaction
           in continuing care retirement communities

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      Authors: Suja Chaulagain , Jianwen Li , Abraham Pizam
      Abstract: Resident satisfaction is a catalyst for continuing care retirement communities (CCRCs) to enhance their competitiveness in the expanding senior living market. CCRC attributes play an imperative role in resident satisfaction when older adults reside in these communities. The purpose of this study was to identify the attributes that affect CCRC resident satisfaction and quantify their relative levels of importance. In addition, the impact of resident satisfaction on word of mouth (WOM) and satisfaction with life was examined. The proposed hypotheses were tested by performing structural equation modeling on the data collected from 332 CCRC residents throughout the USA. The study results revealed that all 10 of the CCRC attributes identified in this study significantly influenced resident satisfaction. Sociopsychological factors had the strongest influence on resident satisfaction, followed by cost and value, medical services, availability of activities, food and beverage services, design, rooms, management and staff, location, and spiritual environment. The study results further indicated that resident satisfaction had a positive impact on WOM and satisfaction with life. This study provides significant practical implications for CCRC owners and operators to help them better identify the types of CCRC attributes and their relative levels of importance for resident satisfaction. This study is one of the first comprehensive studies to identify CCRC attributes associated with resident satisfaction and examine the impact of resident satisfaction on satisfaction with life within the senior living field.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-18
      DOI: 10.1108/IJCHM-09-2021-1105
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Recovery experience of wellness tourism and place attachment: insights
           from feelings-as-information theory

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      Authors: Mang He , Biqiang Liu , Yaoqi Li
      Abstract: This study, guided by the feelings-as-information theory, aims to explore the effect of recovery experience of wellness tourism (REWT) on place attachment, alongside an examination into the mediating role of self-perceived health and the moderating role of health goal salience. The research site was traced for two years to monitor the evolution of the proposed model during the COVID-19 pandemic. The successive independent samples data (in 2020 and 2021, respectively) were collected in Shizhu county, China. Structural equation modeling (SEM) was used with a survey of 1,472 wellness tourists (N2020 = 494, N2021 = 978) to test research hypotheses empirically. Additionally, independent sample t-test and multi-group SEM analysis were used to compare the mean difference of variables and coefficients’ difference between 2020 and 2021. This study reveals that REWT can increase self-perceived health, resulting in a positive influence on place attachment. By tracing the research site and comparing the successive independent samples data, we found a stronger recovery experience effect of wellness tourism on place attachment alongside a weaker effect on self-perceived health in 2021. The positive relationship between self-perceived health and place attachment is significantly strengthened when health goals are salient. This study investigated the mechanism behind the formation of place attachment in the wellness tourism context and extended understanding on the dynamic nature of the REWTand ongoing evolving person-place relationship during the COVID-19 pandemic. This study also provided practical suggestions to benefit industry practitioners by enhancing current understanding of improving experience-based management in wellness destinations.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-14
      DOI: 10.1108/IJCHM-10-2021-1237
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Applying the sociotechnical systems theory to crowdsourcing food delivery
           platforms: the perspective of crowdsourced workers

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      Authors: Somi Lee , Howook (Sean) Chang , Meehee Cho
      Abstract: Crowdsourcing food delivery represents great potential for future development and expansion of the restaurant business. Accordingly, job performance and retention of delivery workers are critical for success. Therefore, this paper aims to investigate how to enhance crowdsourced delivery workers’ job performance and intent to continue working by applying the sociotechnical systems theory. The data analysis was conducted using responses obtained from crowdsourced food delivery workers. A structural equation model was developed to verify the hypothesized relationships. To test the proposed moderating roles of a three-dimensional concept of social capital within the research model, multi-group analyses were implemented. This study confirmed the significant relationships between crowdsourcing risks related to workers’ low job commitment and technical systems, attributing to reduced job performance and intent to continue working. Results documented that social systems including networks, trust and shared vision mitigated the negative impact of the perceived difficulty and complexity of technical systems and job performance. Although technology has contributed significantly to the effectiveness of online food delivery, the literature has mainly focused on its benefits and has ignored the critical aspects derived from a virtual and technology-based workplace. This gap was addressed by verifying the important roles of social factors (networks, trust and shared visions) in reducing the negative impacts of technology-driven risks (perceived difficulty of task requirements and technology complexity) within the crowdsourcing food delivery context.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-11
      DOI: 10.1108/IJCHM-10-2021-1286
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Is coolness important to luxury hotel brand management' The linking
           and moderating mechanisms between coolness and customer brand engagement

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      Authors: Nguyen Huu Khoi , Angelina Nhat-Hanh Le
      Abstract: This study aims to contribute by forming the concept of luxury hotel brand (four- and five-star hotel) coolness and revealing its promoting role to customer brand engagement with brand satisfaction and brand love as connecting components and materialism as a contingent factor. A conditional model linking luxury hotel brand coolness and customer brand engagement is proposed and tested using the partial least squares structural equation modeling (PLS-SEM) technique on a data set of 284 customers. Luxury hotel brand coolness reflecting various brand qualities fosters satisfaction and love, which facilitate CBE. Materialism positively moderates the impact of luxury hotel brand coolness on brand satisfaction and love. Future studies should further generalize the findings by extending the current research on different hospitality services and luxury consumption. Also, more personality traits and personal values should be investigated as moderators. Luxury hotel brand management should place brand coolness at the center of luxury hotel brand strategies. This study fills in the gap of unraveling the central role of luxury hotel brand coolness in fostering customer brand engagement with brand satisfaction and love as catalysts and materialism as a contingent condition.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-07
      DOI: 10.1108/IJCHM-10-2021-1230
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Robots can’t take my job: antecedents and outcomes of Gen Z employees’
           service robot risk awareness

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      Authors: Heyao Yu , Cass Shum , Michelle Alcorn , Jie Sun , Zhaoli He
      Abstract: There has been a dramatic increase in the adoption of service robots in hotels, potentially replacing the human workforce. Drawing on Social Amplification of Risk Framework, this study aims to examine the moderating effect of transformational leadership on the indirect relationships between Gen Z employees’ tech-savviness and social skills on industry turnover intention via service robot risk awareness (SRRA). This study collected two-wave time-lagged multilevel data of 281 frontline Gen Z hotel employees from 54 departments in China. Participants were asked to rate their tech-savviness, social skills and SRRA in the first survey. They rated their supervisor’s transformational leadership and industry turnover intention one week later. Multilevel path analysis results showed SRRA mediates the negative indirect relationship of Gen Z employee’s tech-savviness and social skills on industry turnover intention. Transformational leadership weakened the positive effect of SRRA on industry turnover intention. This study contributes to the growing literature on service robots by investigating the antecedents and outcomes of employees’ SRRA. To the best of the authors’ knowledge, it is one of the first empirical studies investigating the role of leadership to mitigate the negative consequences of employee’s SRRA. Managers can use the results of this study to implement training programs and ensure that employees and service robots successfully coexist in the workplace.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-31
      DOI: 10.1108/IJCHM-10-2021-1312
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Pride or empathy' Exploring effective CSR communication strategies on
           social media

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      Authors: Zeya He , Stephanie Liu , Bo H. Ferns , Cary C. Countryman
      Abstract: Focusing on the corporate social responsibility (CSR) communication context, the present research aims to understand when and why featuring pride versus empathy in a hospitality brand’s social media post can effectively boost consumers’ loyalty intention. Two experimental studies examined the congruence effects between emotional appeal and sense of power, where power was made situationally salient within the social media post (Study 1) or measured as a personality trait (Study 2). Emotional appeals featuring pride (vs empathy) will lead to higher loyalty intention for individuals with a situational or chronic sense of high (vs low) power. A further examination into the psychological mechanism reveals that such congruence effects are serially mediated through consumers’ perceived brand authenticity and brand trustworthiness. Understanding how the sense of power may influence consumer response to social media posts using different emotional appeals can provide useful guidance for marketers about how to creatively segment customers and curate appropriate targeting messages for effective CSR communication and relationship building on social media. Extending the message framing research on schema congruity, this research is the first to reveal the congruence effects of emotional appeal and sense of power in CSR communications and uncover the serial mediating roles of perceived brand authenticity and brand trustworthiness in relationship marketing on social media.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-25
      DOI: 10.1108/IJCHM-09-2021-1182
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Daily spillover from home to work: the role of workplace mindfulness and
           daily customer mistreatment

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      Authors: Xiaolin (Crystal) Shi , Xingyu Wang
      Abstract: This daily diary study aims to examine the influences of daily poor sleep quality on employees’ emotional exhaustion at work via negative affect at home. Additionally, this study examines the moderating effects of day-level customer mistreatment and person-level workplace mindfulness in hotel frontline employees’ daily spillover from the nonwork domain to the work domain. An experience sampling method was applied, and the survey data were collected from 98 frontline service employees in the hotel industry in China. This study included a one-time initial survey and a ten-day daily diary study. This study reveals that frontline service employees’ poor sleep quality of the previous night influences their emotional exhaustion after work through negative affect at home. On days when employees perceived a low level of customer mistreatment, the daily positive association between negative affect at home and emotional exhaustion after work would be attenuated. Moreover, employees with a higher level of workplace mindfulness are less likely to be influenced by the negative affect at home. This study suggests that hospitality organizations should extend their focus on caring about employees’ nonwork life quality, such as improving daily sleep quality and providing workplace mindfulness trainings. This study adds to the current literature on work and nonwork spillover by considering the spillover process from employees’ nonwork domains to work domains by taking a dynamic and multilevel perspective.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-25
      DOI: 10.1108/IJCHM-10-2021-1281
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • To stream or not to stream' Exploring factors influencing impulsive
           consumption through gastronomy livestreaming

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      Authors: Cheng Yu , Jun-Hwa Cheah , Yide Liu
      Abstract: In China, the practice of livestreaming while shopping has evolved from a form of entertainment into a new business strategy. In recent years, the gastronomy industry has also adopted livestreaming as a means of online promotion. Based on the stimulus–organism–response theoretical model, this study aims to investigate the effects of gastronomy livestreaming on viewers’ impulsive consumption by considering gamification, perceived professionalism and telepresence as causative factors. This study conducted a survey of gastronomy livestreaming viewers that received 1,093 responses. The effects of gamification, perceived professionalism and telepresence were then analyzed using partial least squares-path modeling and necessary condition analysis. This study finds that gamification, perceived professionalism and telepresence are sufficient conditions for explaining impulsive consumption. Innovativeness mediates the relationships between these factors and impulsive consumption. Furthermore, gamification and innovativeness represent necessary conditions for impulsive consumption. The findings of this study contribute to an enhanced understanding of livestreaming in the gastronomy industry. Based on these findings, managers in the gastronomy industry can use more interactive gamification activities and enhance telepresence to increase viewers’ impulsive consumption during livestreaming sessions. This study identifies the modalities through which gastronomy livestreaming can stimulate impulsive consumption. This is an early study to investigate the effect of experiences of gamification, perceived professionalism and telepresence on viewers’ impulsive consumption in the context of gastronomy livestreaming. In addition, this early study investigates the effect of gastronomy livestreaming innovativeness on impulsive consumption.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-23
      DOI: 10.1108/IJCHM-09-2021-1137
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Sustainability in hospitality and tourism: a review of key research topics
           from 1994 to 2020

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      Authors: Arturo Molina-Collado , María Leticia Santos-Vijande , Mar Gómez-Rico , Juan M. Madera
      Abstract: The purpose of this study is to examine the scientific research related to sustainability in hospitality and tourism from 1994 to 2020 by conducting bibliometric and science mapping analyses and to discuss the implications for prospective research opportunities. Keyword co-occurrences with 2,980 published papers collected from the Web of Science (Social Science Citation Index and Emerging Sources Citation Index) were used for the bibliometric-based analysis. The authors use SciMAT software which offers relevant outputs, such as research themes and graphical outputs (strategic diagrams, cluster networks and science mapping representing the temporal evolution of the themes). The findings show that biodiversity conservation, sustainable attitudes, climate change, protected areas, satisfaction and environmental management were the focal motor-themes in the studied periods. Additionally, four areas for future investigation are identified and discussed: sustainable behavior and environmental sustainability; consumption, demand and economic growth; tourism development and strategies; and rural tourism, poverty, ethics and education. This analysis shows insightful results processing a high number of published documents. However, the authors recommend further research focused on qualitative literature review for each critical topic. The authors are unaware of analogous, completed and recent work about sustainability in hospitality and tourism. The authors believe this article is of great value to academics and practitioners because it synthesizes and disseminates the research topic while providing an outstanding basis for identifying research opportunities.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-23
      DOI: 10.1108/IJCHM-10-2021-1305
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Luxury hotels as orchestrators in gastronomic destination development and
           management: the case of Borgo Egnazia and the Itria Valley

         This is an Open Access Article Open Access Article

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      Authors: Stefano Franco , Angelo Presenza , Antonio Messeni Petruzzelli
      Abstract: The aim of this paper is to uncover the main capabilities that a luxury hotel needs to develop when functioning as the orchestrator of a local gastronomic business ecosystem. Given the limited attention previous literature has placed on the role of luxury hotels as orchestrators in luxury gastronomic business ecosystems, this paper adopts a qualitative approach, i.e. the exploratory analysis of a single case study: the Italian high-end hotel Borgo Egnazia. The paper highlights the main capabilities developed by the orchestrator: relational, combinative and promotional capabilities. To the best of the authors’ knowledge, this is among the first studies to explore what capabilities are needed by a company to orchestrate a destination that builds its product and service offerings upon the local food culture.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-18
      DOI: 10.1108/IJCHM-09-2021-1101
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Cocreation of gastronomy experience through cooking classes

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      Authors: Joanne Jung-Eun Yoo , Junkyu Park , Meehee Cho
      Abstract: Following previous research highlighting the importance of gastronomy experience through cooking classes, this study aims to explore the relationships among gastronomy experience, cocreation, experience satisfaction, subjective well-being (SWB) and quality of life (QOL). Data were obtained from domestic tourists who attended the Korean temple food cooking classes. Structural equation modeling (SEM) was used to verify the hypothesized relationships. The degree of cocreation was also tested for its potential moderating role on the relationships between gastronomy experience and experience satisfaction using a multigroup analysis. Results revealed the strong and positive effects of the four dimensions of gastronomy experience on satisfaction. Furthermore, experience satisfaction was found to indirectly influence QOL through SWB. The effects of the education and entertainment experiences on satisfaction were found to be more positive in the high degree of cocreation group compared with the low degree of cocreation group. However, the influence of the escapism experience on satisfaction was greater in those less involved with the cocreated experiential activity. Findings may assist tourism marketers and local stakeholders to better understand the nature of gastronomy experiences and the importance of cocreation when designing and promoting gastronomy tourism experiences. This study introduced an integrative framework that provides a better knowledge of the cocreated experience in the context of gastronomy tourism, and this model may be useful in designing impactful gastronomy experiences that lead to true value cocreation and consequently enhancing QOL.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-15
      DOI: 10.1108/IJCHM-09-2021-1152
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Exploring consumers’ domestic gastronomy behaviour: a cross-national
           study of Italy and Fiji

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      Authors: Shavneet Sharma , Gurmeet Singh , Alberto Ferraris , Rashmini Sharma
      Abstract: The purpose of this study is to explore the factors affecting locals’ domestic gastronomic behaviour. A conceptual framework is developed that examines domestic restaurant coolness, social return and tourism ethnocentrism as antecedents to attitude towards domestic gastronomic tourism, while positive word-of-mouth and domestic gastronomy behaviour are modelled as consequences. The study adopts a quantitative methodology to conduct a cross-national examination in Italy and Fiji. A total of 621 responses (Italy = 302 and Fiji = 319) were collected through an online survey and analysed using covariance-based structural equation modelling. The results of this study show that the positive relationship between domestic restaurant coolness and tourism ethnocentrism on attitude is stronger for Italy. The positive relationship between social return and attitude is only significant for Fiji. Moreover, the positive relationship between attitude towards domestic gastronomic tourism and positive word-of-mouth is stronger for Fiji. Finally, the positive relationship between attitude towards domestic gastronomic tourism and domestic gastronomic tourism behaviour, while significant in both countries, depicted no significant differences in results. The findings of this study highlight the need for building a cool image based on vibrant, iconic, rebellious and authentic attributes. Marketers need to focus on local restaurants’ effective use of social media platforms to increase the symbolic value of local restaurants. To remain competitive, there is a need for domestic restaurants to manage and understand tourism ethnocentrism to leverage success. This study contributes to the scarce domestic tourism literature. It contributes to understanding destination coolness in the context of domestic restaurants and increases the generalisability of the destination coolness scale. The study also adds to understanding the symbolic value in domestic gastronomy by examining social returns from peers. It also contributes to the limited research on tourism ethnocentrism by being the first to investigate tourism ethnocentrism in domestic travel and gastronomy experience. Overall, the cross-national nature of the study demonstrates the difference between decision-making behaviour between two distinct countries.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-14
      DOI: 10.1108/IJCHM-10-2021-1251
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The service digitalization in fine-dining restaurants: a cost-benefit
           perspective

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      Authors: Tan Vo-Thanh , Mustafeed Zaman , Rajibul Hasan , Shahriar Akter , Thac Dang-Van
      Abstract: This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this research gap. To do so, a conceptual framework of the perceived benefits and costs of the service digitalization was developed. This study also provides actionable recommendations for fine-dining restaurant managers to create and manage an optimized fine-dining experience for their customers. To obtain in-depth information, the authors opted for a qualitative research approach. The authors interviewed 24 fine-dining restaurant managers (listed in the Michelin Guide) and 29 customers of fine-dining restaurants using a video titled “The Restaurant of the Future.” The findings underline the perceived benefits and costs of service digitalization for both restaurant managers and their customers. This study highlights that fine-dining restaurants are highly experience-centric compared to other types of restaurants and recommends which services should be digitalized and which should not be to create and manage experiences throughout the customer journey. This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers’ fine-dining experiences. This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-07
      DOI: 10.1108/IJCHM-09-2021-1130
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Cocreating food experience “delivered” from iconic local
           restaurants

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      Authors: Xi Yu Leung , Xingyu Wang , Jamie Alexander Levitt , Lu Lu
      Abstract: This study aims to explore an emerging phenomenon – gourmet meal kits delivered to out-of-towners from iconic local restaurants. This study explores the interplay of goal framing and basic needs and their effects on customer intentions. This study also examines the underlying mechanism of experience cocreation and the moderating effect of food involvement. This study develops a framework that combines the self-determination theory (SDT) and customer experience cocreation. Two online experimental studies involving 478 US consumers were conducted to examine the underlying mechanism of customers’ decision-making on purchasing gourmet meal kits (Study 1) and visiting destination restaurants after receiving the meal kit (Study 2). Intrinsic goal-framing leads to stronger intentions to purchase gourmet meal kits and to visit destination restaurants that sell meal kits. In contrast, extrinsic goal-framing enhances the positive influence of perceived relatedness and competence on behavioral intentions. The effects of goal framing and basic needs on behavioral intentions are moderated by food involvement and mediated by experience cocreation to varying degrees. To the best of the authors’ knowledge, this study is among the first to empirically examine an emerging business model – delivering restaurants’ food experiences to out-of-towners. The study also expands the application of the SDT by incorporating customer cocreation as the underlying mechanism.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-02-25
      DOI: 10.1108/IJCHM-07-2021-0954
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Management commitment to the ecological environment, green work engagement
           and their effects on hotel employees’ green work outcomes

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      Authors: Tuna Karatepe , Ali Ozturen , Osman M. Karatepe , M. Mithat Uner , Taegoo Terry Kim
      Abstract: Using social exchange, signaling, job demands-resources and reformulation of attitude theories, the purpose of this paper is to propose and test a research model in which green work engagement (GWEN) mediates the impact of management commitment to the ecological environment (MCEE) on green creativity, task-related pro-environmental behavior (PEB) and proactive PEB. Data for the paper were obtained from hotel customer-contact employees in Turkey and South Korea. The hypothesized associations were assessed via structural equation modeling. The findings in Studies 1 and 2 supported the viability of the model. Specifically, GWEN partially mediated the effect of MCEE on task-related and proactive PEB, while it fully mediated the influence of MCEE on green creativity. Management should invest and/or go on investing in environmental sustainability to send strong signals to employees that the organization really cares about the environment and is highly committed to the preservation and protection of the environment. With green training, empowerment and rewards, management can boost employees’ GWEN, which motivates them to engage in environmentally responsible behaviors. The paper advances current knowledge by testing the relationship of MCEE, as appraised by employees, to their GWEN and green work outcomes. More importantly, the paper has explored the impact of GWEN in the intermediate relationship between MCEE and critical green work outcomes, such as green creativity, task-related PEB and proactive PEB. Further, the paper adds to the extant research by assessing the antecedents and outcomes of GWEN.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-02-24
      DOI: 10.1108/IJCHM-10-2021-1242
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Haute cuisine three-star restaurants’ representation on websites and
           dining guides: a lexicometric analysis

         This is an Open Access Article Open Access Article

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      Authors: Nathalie Montargot , Andreas Kallmuenzer , Sascha Kraus
      Abstract: This study aims to explore how haute cuisine excellence is and can be self-represented on the websites of three-star restaurants and juxtaposed onto the websites of external authoritative food guides. In total, 26 French Michelin three-star restaurant websites and their reviews in the prominent Michelin and Gault and Millau dining guides were examined. This data was then processed using lexicometric software. Five semantic universes emerged, showing that restaurants and dining guides do not emphasize the same elements of culinary excellence. While restaurant websites emphasize the charismatic leadership role of the chef through family history, professional recognition and vicarious learning, the two iconic guides are far from rating the criteria they claim to: For the Michelin Guide, criteria other than cuisine appear central. Conversely, Gault and Millau, far from its nouvelle cuisine principles advocating democratization at lower cost, insists on fine products. It remains essential for restaurants to use a repertoire of cultural components and symbols, capitalize on the charismatic and architectural roles of their chef and showcase fine products that are representative of classical cuisine. Storytelling and dynamic narrative add-ons, regularly updated on large-audience social media, appear central to increasing restaurants’ perceived value, communicating innovation and attesting to their singularity and uniqueness. To the best of the authors’ knowledge, this is the first empirical study to overlap the lexical perspectives of three-star restaurants and iconic guides’ websites.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-02-16
      DOI: 10.1108/IJCHM-07-2021-0851
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Contemporary leadership in hospitality: a review and research agenda

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      Authors: Irene Huertas-Valdivia , Thais González-Torres , Juan-José Nájera-Sánchez
      Abstract: This paper aims to provide a comprehensive, structured, objective bibliometric review of the main leadership styles investigated in the hospitality industry from 1977 to 2021 (September) and depicts this field’s conceptual structure. Bibliometric analysis techniques such as bibliographic coupling were used using several software applications (VOSviewer, BibExcel and Pajek, among others) to identify trends and research gaps in this literature. The paper provides an overview of the evolution of research activity on different leadership styles that yields important insights into research trends, most-researched themes, main authors and key journals. A total of 287 publications on leadership from the Web of Science and Scopus databases were summarized. The number of studies on leadership has been growing since 2013, evincing persistent interest in the topic. Eleven main streams of leadership research in the hospitality literature were detected and characterized, with transformational and servant leadership emerging as the most common approaches. Possible evolution of the topics and future research lines were also identified. The findings can guide practitioners and scholars to further explore and implement emerging leadership styles in the hospitality sector. The paper also presents future research avenues to advance the field of leadership. The current review provides a valuable framework for examining key leadership styles, understanding the most-researched styles and illustrating leadership's critical role in organizational and individual outcomes in hospitality businesses.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-28
      DOI: 10.1108/IJCHM-05-2021-0658
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Quality certifications in the TripAdvisor era. Are they outdated'

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      Authors: Adrian Castro-Lopez , Laura Caso Fernández-Pacheco , Víctor Iglesias , Javier De la Ballina
      Abstract: This study aims to analyzes the effects of the consumer-generated media (CGM) boom on hotel managers’ investment behavior concerning quality signals. Survival analysis has been conducted, considering the permanence/dropout of the Spanish hotels in a quality certification system during the 1998–2020 period. The number of hotels certified since 2010 has been progressively falling, pointing to a decreasing interest of the managers in these certifications. Nevertheless, this is not a generalized phenomenon: the hotel characteristics and the number and nature of reviews about them in CGM significantly affect their permanence decisions in certification systems. The findings provide several keys to optimizing investment management in quality signals considering hotel characteristics and their positioning in CGM. To the best of the authors’ knowledge, this is the first study that analyses the relationship between the presence of hotels in CGM and their investments in alternative quality signals. The results will allow future investment decisions based on previous real business experiences.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-25
      DOI: 10.1108/IJCHM-10-2021-1209
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Impact of green human resource practices on hotel environmental
           performance: the moderating effect of environmental knowledge and
           individual green values

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      Authors: Syed Ali Raza , Komal Akram Khan
      Abstract: Green management initiatives are an influential factor for forward-thinking corporations across the globe. Human resource (HR) practitioners find incorporating sustainable development into HR practices a significant challenge, but green initiatives enhance environmental quality. This study aims to analyze the impact of green human resources management (GHRM) practices on hotel environmental performance (HEP) by incorporating environmental knowledge (EK) and individual green values (IGV) as a moderator. The software Smart PLS has been used for data analysis, and partial least square-structural equation modeling has been used to assess measurement and structural models. Data was gathered from 329 white-collar employees of Pakistan’s guest service hotels. The results reveal that GHRM practices positively correlate with employees’ affective commitment (EAC) and eco-friendly behavior. Also, employees’ eco-friendly behavior increases HEP, but EAC shows an insignificant association. Moreover, EK does not strengthen the relationship between GHRM practices and EAC and eco-friendly behavior. However, IGV strengthen the relationship between affective commitment and HEP. The research suggests that management should embrace GHRM practices for better environmental performance. Hotels should ensure that all GHRM attributes, such as green recruitment, training and compensation, are rightly executed. They can help acquire and retain committed and eco-friendly employees whose environmental values and objectives are compatible with the organization. It will provide insight into the role of the GHRM in fostering EAC and eco-friendly behavior that, in turn, influence environmental performance. Also, the theory of social identity has been incorporated to inspect employees’ behavior along with the moderating role of EK and IGV. It is crucial to understand two essential aspects in a developing country like Pakistan so that the hospitality sector can implement them efficiently in the future: how hotels protect the environment through their green practices and whether employees of a developing country depict eco-friendly behavior and affective commitment on the basis of GHRM.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-11
      DOI: 10.1108/IJCHM-05-2021-0553
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Entrepreneurial motives, entrepreneurial success and life satisfaction of
           refugees venturing in tourism and hospitality

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      Authors: Gurel Cetin , Levent Altinay , Zaid Alrawadieh , Faizan Ali
      Abstract: A burgeoning stream of tourism and hospitality research highlights the role of entrepreneurship in bringing about positive social and economic outcomes for both refugees themselves and their host countries. Yet little has been done so far both in mainstream entrepreneurship research and tourism scholarship to explore how motivations influence perceived entrepreneurial success of refugees and how this eventually affects their subjective well-being. To address this gap, the present study aims to propose and empirically test a conceptual model postulating relationships between contextual and individual entrepreneurial motives, perceptions of entrepreneurial success and life satisfaction. This study draws on quantitative data collected through 172 surveys of refugee entrepreneurs venturing in different subsectors within tourism and hospitality in Turkey and the UK. A structural equation modeling (SEM) was used to test the proposed theoretical model. The results reveal that contextual and individual entrepreneurial motives have a significant positive impact on perceived entrepreneurial success. As predicted, perceived entrepreneurial success is found to have a significant positive impact on life satisfaction. A multigroup analysis involving host country (Turkey vs the UK) and mode of entry (founder vs takeover) indicates no significant difference based on host country, whereas the strength of relationships for takeovers is relatively greater as compared to founders. This study advocates that the reductionist approach viewing refugees as temporary “outsiders” who are in consistent need of public provision, and welfare services should not prevail against their ability to achieve self-efficiency through entrepreneurship. Hence, policies need to be oriented toward supporting refugee entrepreneurial activities over various business stages and modes of entry. More importantly, ensuring high success rates among refugee entrepreneurs should be viewed as a pivotal tool to address the well-being of refugees, their families and their fellows. While previous research identifies drivers of entrepreneurship success and the potential favorable outcomes, none of these studies empirically models refugee entrepreneurship motives, self-reported entrepreneurial success and life satisfaction as a distinct and growing cohort of entrepreneurs. This study makes significant theoretical contributions to the corpus of literature on the social outcomes of entrepreneurship and provides timely implications for policymakers to use entrepreneurship as a market-based solution to address refugees’ subjective well-being.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-07
      DOI: 10.1108/IJCHM-11-2021-1363
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Smart dining, smart restaurant, and smart service quality (SSQ)

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      Authors: IpKin Anthony Wong , Jingwen Huang , Zhiwei (CJ) Lin , Haoyue Jiao
      Abstract: Have you been to a smart restaurant, and how were its services' A common limitation of hospitality studies stems from the lack of research on how service quality is shaped within smart technology. This study aims to fill this literature void not merely to reiterate the importance of technology but also to recast service quality through the lens of information technology. It synthesizes the 5-S model of smart service quality (AKA SSQ) as a new conceptualization of service quality application in smart hospitality contexts such as smart restaurants. This study undertook a qualitative research design based on theoretical synthesis from service quality, information technology and attention restoration. Drawing from online review comments and semistructured interviews from smart restaurants, the authors improvised the SSQ model to identify the essence of smart service in smart dining establishments. “5-S” reflects an extension of the literature to denote a new SSQ abstraction pertinent to s-servicescape, s-assurance, s-responsiveness, s-reliability and s-empathy. A nomological network was posited to better understand the importance of smart design and consequence of SSQ. The emergence of smart dining gives rise to smart restaurants, which puts technology at center stage. As consumers are becoming increasingly comfortable with self-service technology, auto-payment and ordering systems and robotic services, technology in foodservice will continue to play an essential role to better serve diners. Geared with advanced innovations and intelligent devices, smart restaurants are now more than mere eateries. It is a trend and a lifestyle. This novel SSQ concept adds new nuances to the literature by acknowledging the technological essence in today’s hospitality industry. By integrating smart technology into the service quality paradigm, the authors are able to observe several interesting behaviors exhibited during smart dining, including tech-induced restoration, which opens a new avenue to understand how attention restoration could be attained through immersion in a technologically advanced setting. By synthesizing theoretical essence from service quality, attention restoration and information technology, the authors are able to create a new dialog that should warrant a forum of discussion in future studies.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-07
      DOI: 10.1108/IJCHM-10-2021-1207
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Does Michelin effect exist' An empirical study on the effects of
           Michelin stars

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      Authors: Dohyung Bang , Kyuwan Choi , Alex Jiyoung Kim
      Abstract: Receiving Michelin stars is considered an effective marketing tool and a prestigious certification in the restaurant industry. However, the direct effects of Michelin stars on restaurant performance remain unclear. To bridge this gap, this study aims to empirically validate the “Michelin effect” on the consumption values of restaurant patrons before and after receiving Michelin stars. The data, collected from OpenTable, consist of over 160,000 reviews written for 218 restaurants, including 109 Michelin-starred (treatment group) and 109 nonstarred restaurants (control group). The authors measure perceived consumption value using the collected user-generated review data. The authors estimate fixed-effect difference-in-differences regressions to validate the Michelin effect. Michelin stars enhance social, hedonic and service quality values, which are nonfunctional values. However, no significant effects on functional consumption values, such as economic, food quality and ambience quality values, are observed, even though Michelin stars are pure awards for kitchen performance. Michelin stars can be an effective marketing tool for fine-dining restaurants because customers consider emotional and nonfunctional benefits such as hedonic and social values, which are more important than functional benefits such as food value. Furthermore, Michelin effects are heterogeneous depending on the number of stars awarded, price range and customers’ gastronomic involvement. These offer a strong rationale for monitoring social media, which may help managers better understand their customers and improve their performance. This study extends the current literature on the Michelin effect by quantifying consumption values using user-generated review data. To the best of the authors’ knowledge, this study offers the first empirical evidence that directly validates the Michelin effect.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-07
      DOI: 10.1108/IJCHM-08-2021-1025
      Issue No: Vol. 34 , No. 6 (2022)
       
  • A critical review of robot research and future research opportunities:
           adopting a service ecosystem perspective

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      Authors: Hakseung Shin
      Abstract: Given the recent growth of service robot research in hospitality and tourism management (HTM), the purpose of this study is to identify a research agenda by conducting a systematic and holistic review of service robot research published in both HTM and broader business management (BM) journals. Adopting a service ecosystem perspective, 38 HTM articles and 13 highly cocited BM articles out of 126 BM articles were qualitatively reviewed to analyze the intellectual structures and foundations of robotics research. The relationships between service robots and the four multilevel actors of the service ecosystem were analyzed: the consumer, employee, management and society. Twenty-eight specific research questions were proposed for the robotics-customer relationship, robotics-employee relationship, robotics-management relationship and robotics-society relationship. This study contributes to understanding the intellectual structures and evolution of rapidly growing HTM robotics research in terms of the holistic relationships among the four service ecosystem actors of robotics. Future research needs to identify other actors and their activities to examine the service ecosystem of robotics. This study provides a pathway for future hospitality and tourism research by helping to focus on important robotics issues and further develop the theoretical and empirical knowledge of robotics. This work informs practitioners of key issues associated with the industrial adoption of robots.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-07
      DOI: 10.1108/IJCHM-09-2021-1171
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Restaurant-visit intention: do anthropomorphic cues, brand awareness and
           subjective social class interact'

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      Authors: Heewon Kim , SooCheong (Shawn) Jang
      Abstract: Given the increasing need after the outbreak of COVID-19 to encourage restaurant customers to dine in, the purpose of this paper is to examine the effects that anthropomorphic cues jointly with brand awareness and subjective social class have on restaurant-visit intention. To better comprehend the use of anthropomorphic cues, this paper involved two studies that used two types of anthropomorphic cues: (1) non-food (a spoon) and (2) food ingredients. For each study, a 2 × 2 mixed factorial design was used. Using three-way mixed ANOVAs, the results from Study 1 confirmed that adding anthropomorphic cues to a non-food object (a spoon) could induce positive effects for restaurants with lower brand awareness, especially among individuals with low subjective social class. In contrast, Study 2 showed that adding anthropomorphic cues to a food ingredient (e.g. tomato, lettuce and olive) had a weaker effect on restaurants with high brand awareness, especially among individuals with a high subjective social class. Marketers should use anthropomorphism strategies based on their target customers, especially if their brand is less popular. Using the theoretical framework from the elaboration likelihood model, this paper contributes to the anthropomorphism literature by showing how an anthropomorphized image that fits an individual’s interests could trigger a careful thinking process that leads to differential behaviors based on brand awareness.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-07
      DOI: 10.1108/IJCHM-09-2021-1185
      Issue No: Vol. 34 , No. 6 (2022)
       
  • How visual attention to social media cues impacts visit intention and
           liking expectation for restaurants

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      Authors: Aline Simonetti , Enrique Bigne
      Abstract: The purpose of this study is to examine how social media (TripAdvisor) content influences restaurant visit intentions and liking expectations, how online review valence affect the viewing behavior of the social media page and which social media elements capture the initial attention of the consumer. The pictures posted by firms and opinions posted by users attracted consumers’ attention. However, in the negative valence condition, participants needed to expand upon the content by reading additional (and more detailed) online reviews with specific cues, revisited the content more often and more closely fixated on specific online ratings. Moreover, the picture of the restaurant was the first area seen (reflecting a bottom-up process) and the third-party ad tended to be viewed last (reflecting selective attention). All social media elements are seen but only some affect decisions, with negatively (vs positively) valenced reviews requiring consideration of an extra element. Of relevance to managers, this study stresses the importance of the pictorial element and the influence of user-generated content on the attention and judgment of consumers. This study suggests that, to form an opinion, viewers devote more cognitive effort and attention when evaluating restaurants with negatively (vs positively) valenced reviews. However, viewing patterns appear unaffected by review valence. It also demonstrates how consumers pay attention to different social media elements.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-04
      DOI: 10.1108/IJCHM-09-2021-1091
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Craft beer in the situational context of restaurants: effects of product
           involvement and antecedents

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      Authors: Johan Bruwer , Justin Cohen
      Abstract: Craft beer (CB) has gained prominence in the on-premise trade in the USA, which has become the world’s largest market for CB. Academically based research in the hospitality domain examining consumer behavioral psychology-based constructs in the situational consumption context of restaurants has, however, not kept pace with market reality. This study aims to examine how product involvement, knowledge, opinion leadership-seeking, risk perception, information processing and their interactions affect consumption of CB by consumers in the situational context of restaurants in the USA. A national sample of 697 consumers from across the USA covering all categories of restaurants, including bars, pubs and brewpubs, informs the development of a structural equation model (SEM) of the motivational process to examine these effects. In the process, the authors validate latent construct measurement scales specific to CB consumption in the restaurant environment. The results support main hypotheses confirming the existence of distinct motivational relationships, thus explicating the processes by which consumers’ CB product involvement, product knowledge, opinion leadership-seeking and risk perception are activated, influence one another and their subsequent information processing-related outcomes. The findings also confirm the unstable nature of the situational involvement construct, the stability of enduring involvement and the pivotal role of psychological risk on opinion leadership and opinion seeking as well as on other antecedents. As far as the interaction effects between the constructs are concerned, the authors confirm five mediating effects and one moderating effect. Strategies should be developed by hospitality managers to identify consumers with higher enduring involvement with CB. Strategies should also be implemented that mitigate psychological, social and functional risk. The insights into the motivational relationships pertaining to CB consumption in restaurants should be integrated into drinks menu design and be considered in how service staff are trained. This research provides nuanced insights from a motivational perspective of consumers in the situational context of restaurants from a holistic and consumer-centric behavioral psychology perspective providing deepened insights of focal behavioral psychology constructs and their roles in the hospitality domain.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-04
      DOI: 10.1108/IJCHM-08-2021-1037
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Big data analytics and hotel guest experience: a critical analysis of the
           literature

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      Authors: Zohreh Zara Zarezadeh , Raymond Rastegar , Zheng Xiang
      Abstract: Guest experience and satisfaction have been central constructs in the hospitality management literature for decades. In recent years, the use of big data as an increasing trending practice in hospitality research has been characterised as a modern approach that offers valuable insights into understanding and enhancing guest experience and satisfaction. Recognising such potential, both researchers and practitioners need to better understand big data’s application and contribution in the hospitality landscape. The purpose of this paper is to critically review and synthesise the literature to shed light on trends and extant patterns in the application of big data in hospitality, particularly in research focusing on hotel guest experience and satisfaction. This research is based on a Preferred Reporting Items for Systematic Reviews and Meta-analysis literature review of academic journal articles in Google Scholar published up to the end of 2020. By data types, user-generated content, especially online reviews and ratings, was at the centre of attention for hospitality-related big data research. By variables, the hospitality-related big data fell into two crucial factor categories: physical environment and guest-to-staff interactions. This paper shows that big data research can create new insights into attributes that have been extensively researched in the hospitality field. It facilitates a thorough understanding of big data studies and provides valuable insights into future prospects for both researchers and practitioners.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-04-04
      DOI: 10.1108/IJCHM-10-2021-1293
      Issue No: Vol. 34 , No. 6 (2022)
       
  • How does customer cooperation affect employees’ prosocial service
           behavior in upscale Chinese hotels' An affective social exchange
           perspective

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      Authors: Ying Wang , Yun Zhang , Feng Zeng Xu
      Abstract: Guided by the affect theory of social exchange, this study aims to examine the affective process underlying the impact of customer cooperation on hotel frontline employees’ prosocial service behavior. Job autonomy was tested as a boundary condition. A mix-mode quantitative survey collected data from 818 frontline employees in 14 upscale hotels across China. Data were analyzed using structural equation modeling to test the research hypotheses. Results suggest that customer cooperation influences employees’ prosocial service behavior directly and indirectly via employees’ positive affect. Contrary to expectations, job autonomy weakened the relationships among customer cooperation, positive affect and employees’ extra-role customer service but did not moderate the impacts of customer cooperation and positive affect on employees’ role-prescribed customer service. As an initial attempt to investigate the effects of customer cooperation on two types of frontline employees’ prosocial behavior, this study broadens the application of the affect theory of social exchange and contributes to an understanding of the theory’s boundary conditions by testing a framework under the contextual condition of job autonomy.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-31
      DOI: 10.1108/IJCHM-09-2021-1123
      Issue No: Vol. 34 , No. 6 (2022)
       
  • An assessment of crisis management techniques in hotels in London and
           Stockholm as response to COVID-19’s economic impact

         This is an Open Access Article Open Access Article

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      Authors: Gary Waller , Saeid Abbasian
      Abstract: The purpose of this study is to gain a deeper understanding on if and how hotel senior managers (HSMs) in four-star chain hotels in London and Stockholm implemented crisis management techniques (CMTs) as a response to the economic impacts of the COVID-19 pandemic in 2020. Qualitative questionnaires were sent to 30 HSMs in London and Stockholm. From the feedback, this paper assesses, using thematic analysis, differences in CMTs used, past and present, alluding to COVID-19’s economic impacts on hotels. Results determined that crises broadly economically impacted destinations similarly through loss of travellers and thus revenue. However, with a more intricate and specific assessment, destinations are impacted differently; thus, CMTs must alter. Findings show many CMTs can be implemented to reduce crises’ economic impacts. The literature review and empirical results allude to many previous and current CMTs, although these must be relevant and specific to the crisis, hotel and/or destination. This paper has theoretical implications for academics on, among other things, theory building. Practically, it supports hotels in developing and determining CMTs to reduce the economic impacts of crises, to be better prepared when another pandemic emerges and contributes to the tourism and hospitality industry’s knowledge of management strategy within crises. To the best of the authors’ knowledge, this is the first Swedish study focusing on post-COVID-19 crisis management in hotels in London and Stockholm.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-31
      DOI: 10.1108/IJCHM-08-2021-1007
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Self-service technologies (SSTs) in airline services: multimediating
           effects of flow experience and SST evaluation

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      Authors: Hye Young Moon , Bo Youn Lee
      Abstract: This study aims to investigate the effects of consumers’ motivations on behavioral intention to use self-service technology (SST) in airline services exploring multimediating effects of flow experience and SST evaluation in Stimulus-Organism-Response model. An online survey was conducted with quota sampling based on age group who had experiences of SSTs usage at the Incheon International Airport in South Korea. A total of 286 responses were used for the data analysis with structural equation modeling to examine the proposed model and the multimediating effects. The results showed that consumers’ intrinsic and extrinsic motivations had positive impacts on their flow experience, SST evaluation and behavioral intention to use airline SSTs. Their flow experience had a positive influence on SST evaluation, and their SST evaluation influenced behavioral intention to use airline SSTs. Consumers’ flow experience and SST evaluation mediated the relationship between intrinsic and extrinsic motivations and behavioral intention to use airline SSTs. It is important for customers to perceive extrinsic motivation such as speed, convenience and efficiency for the smooth process of airline SSTs at the airport. SST evaluation plays a key role to increase customers’ behavioral intention to use airline SSTs. This study extends the understanding of consumers’ intrinsic and extrinsic motivations, flow experience, SST evaluation and behavioral intentions to use SST in airline services by building on a model. Especially, findings of the (multi)mediating effects of customers’ perceived flow and SST evaluation on the relationship between motivations and behavioral intention to use airline SSTs might provide better guidelines for managers to incorporate SSTs, to increase operational efficiency and to boost customer experiences.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-31
      DOI: 10.1108/IJCHM-09-2021-1151
      Issue No: Vol. 34 , No. 6 (2022)
       
  • The role of knowledge sharing in hotel newcomer socialization: a formal
           intervention program

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      Authors: Junbang Lan , Chi-Sum Wong , IpKin Anthony Wong
      Abstract: Hospitality managers face constant challenges in promoting hotel service principles such as innovation and flexibility to their new employees, as such knowledge is usually tacit in nature and hard to formalize. This study aims to suggest that this problem can be addressed by using a knowledge sharing group intervention. Specifically, the authors propose that knowledge sharing groups can enhance a newcomer’s job clarity and positive work attitude by encouraging a stronger sense of perceived importance of and affection toward the hotel service principles. The authors designed a three-month knowledge sharing program in a five-star hotel chain in Hong Kong. Newcomers were randomly assigned into an experimental group (knowledge sharing group) (N = 235) and a control group (N = 233). The authors tested all the hypotheses via path analyses using Mplus 8.0. The results revealed that employees of the experimental group showed a stronger sense of importance of and affection toward the service principles, which in turn resulted in higher levels of job clarity, satisfaction and commitment and lower levels of turnover intention. This research provides hotel managers with practical knowledge regarding sharing programs as key socialization intervention mechanisms. By triggering the employees’ deeper understanding of hotel policy, this program can help hotels fortify high-quality service and develop realistic and useful materials for their future training activities. Although hospitality scholars have consistently acknowledged the positive influence of knowledge sharing, field experimental research on the outcomes of knowledge management for the newcomer socialization process has been scanty. This study seeks to fill this gap by designing and testing a practical knowledge sharing intervention program in the hotel industry.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-30
      DOI: 10.1108/IJCHM-10-2021-1311
      Issue No: Vol. 34 , No. 6 (2022)
       
  • COVID-19 impact on hospitality retail employees’ turnover intentions

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      Authors: Glenn McCartney , Charlene Lai Chi In , José Soares de Albergaria Ferreira Pinto
      Abstract: This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector. This study reviews employee TI literature before and during the COVID-19 pandemic. The data for the present study were derived from a sample of 301 hospitality retail workers employed within the integrated resorts on The Cotai Strip, Macao. Data were analysed using structural equation modelling. This study showed a significant positive relationship between job satisfaction (JS) and the two variables of workload and pay (WP) and company support (CS). Co-worker relationship did not influence JS. Furthermore, JS had a significant negative effect on employee TI. WP had the greatest influence on whether to leave the sector or not. The suggested framework can assist hospitality retail management in developing an employee-retention strategy as the sector recovers from pandemic restrictions. To the best of the authors’ knowledge, this is one of the first studies to develop a TI framework for the hospitality retail sector during the pandemic.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-18
      DOI: 10.1108/IJCHM-08-2021-1053
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Professional event associations in crisis: exploring the relationship
           between recovery strategy fit and organizational commitments from the
           perspective of members

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      Authors: Shinyong Jung , Jiyun Kang , Hhye Won Shin
      Abstract: This study aims to explore how professional event associations’ recovery strategies are perceived by members and to measure the consequent influence of the perceived fit of recovery strategies on organizational identification (OI), consistent behavioral intentions and long-term commitment intentions. Data were collected from current members of professional event management associations who work not only as event planners but also as service providers in the hospitality and tourism industry. The authors used partial least squares structural equation modeling to test the proposed model. The perceived fit between recovery strategy and internal domains, the self in particular, was found to be the most important in exerting effects directly on OI, and its indirect effects are significant on all the behavioral intentions toward the association, while the perceived fit of recovery strategy with external domains, especially the industry, was not significant with any of the other factors. The findings from the present study provide professional event association leaderships with significant managerial implications in establishing a sustainable business model to retain current members and increase their intentions toward consistent engagement and long-term commitment. Stepping forward from the strategic management and organizational behavior literature in the private sector, the authors shed light on a crisis recovery mechanism of professional associations in the event industry, to the best of the authors’ knowledge, the first such attempt in the event management literature.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-03-18
      DOI: 10.1108/IJCHM-10-2021-1210
      Issue No: Vol. 34 , No. 6 (2022)
       
  • Exploring key factors influencing customer behavioral intention in robot
           restaurants

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      Authors: Xinhua Guan , Jinhong Gong , Mingjie Li , Tzung-Cheng Huan
      Abstract: The purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating role of individual characteristics. This research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses. The study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV. Through carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2021-12-16
      DOI: 10.1108/IJCHM-06-2021-0807
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • Attitudes toward service robots: analyses of explicit and implicit
           attitudes based on anthropomorphism and construal level theory

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      Authors: Khaoula Akdim , Daniel Belanche , Marta Flavián
      Abstract: Building on both the uncanny valley and construal level theories, the analyses detailed in this paper aims to address customers’ explicit and implicit attitudes toward various service robots, categorized by the degree of their human-like appearance, namely, mechanoids (low human-likeness), humanoids (medium human-likeness) and realistic robots (high human-likeness). The analyses reflect a mixed-method approach, across three studies. A qualitative study uses focus groups to identify consensual attitudes. An experiment measures self-reported, explicit attitudes toward the three categories of robots. Another experiment explores customers’ implicit attitudes (unconscious and unintentional) toward robots, using three implicit association tests. Customers express both positive and negative attitudes toward service robots. The realistic robots lead to both explicit and implicit negative attitudes, suggesting that customers tend to reject these robots in frontline service settings. Robots with lower human-likeness levels generate relatively more positive attitudes and are accepted to nearly the same extent as human employees in hospitality and tourism contexts. Because customers reject, both consciously and unconsciously, very human-like robots in service encounters, managers should leverage this key finding, along with the more detailed results, to inform their strategic introduction of robots into hospitality frontline service settings. The combined qualitative and quantitative studies specify and clarify customers’ implicit and explicit attitudes toward robots with different levels of human-likeness, in the real-world setting of hospitality and tourism services. Such insights can inform continued research into the effects of these service innovations.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2021-10-13
      DOI: 10.1108/IJCHM-12-2020-1406
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
       
  • International Journal of Contemporary Hospitality Management

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