Subjects -> RECREATION, TRAVEL AND TOURISM (Total: 204 journals)
    - HOTELS AND RESTAURANTS (2 journals)
    - LEISURE AND RECREATION (24 journals)
    - RECREATION, TRAVEL AND TOURISM (178 journals)

RECREATION, TRAVEL AND TOURISM (178 journals)                     

Showing 1 - 36 of 36 Journals sorted alphabetically
40 [degrees] South     Full-text available via subscription   (Followers: 1)
Acta Economica Et Turistica     Open Access   (Followers: 1)
Advances in Hospitality and Tourism Research     Open Access   (Followers: 5)
Almatourism - Journal of Tourism, Culture and Territorial Development     Open Access   (Followers: 10)
American Journal of Tourism Management     Open Access   (Followers: 12)
American Journal of Tourism Research     Open Access   (Followers: 10)
Anatolia : A Journal of Tourism Research     Open Access   (Followers: 1)
Anatolia : An International Journal of Tourism and Hospitality Research     Hybrid Journal   (Followers: 6)
Annals of Tourism Research     Hybrid Journal   (Followers: 36)
ARA : Revista de Investigación en Turismo     Open Access  
ASEAN Journal on Hospitality and Tourism     Open Access   (Followers: 5)
Asia Pacific Journal of Tourism Research     Hybrid Journal   (Followers: 18)
Australian Antarctic Magazine     Free   (Followers: 5)
Bulletin of Kyiv National University of Culture and Arts. Series in Tourism     Open Access   (Followers: 1)
Caderno Virtual de Turismo     Open Access   (Followers: 2)
Cenário : Revista Interdisciplinar em Turismo e Território     Open Access  
Cornell Hospitality Quarterly     Hybrid Journal   (Followers: 7)
Craft Research     Hybrid Journal   (Followers: 2)
Cuadernos de Turismo     Open Access   (Followers: 2)
Current Issues in Tourism     Hybrid Journal   (Followers: 23)
Dusit Thani College Journal     Open Access  
E-Journal of Tourism     Open Access   (Followers: 8)
EchoGéo     Open Access  
Educación física y deporte     Open Access   (Followers: 1)
Espiga     Open Access   (Followers: 1)
European Journal of Tourism, Hospitality and Recreation     Open Access   (Followers: 4)
Event Management     Full-text available via subscription   (Followers: 7)
Gastroia : Journal of Gastronomy And Travel Research     Open Access   (Followers: 1)
Gaze: Journal of Tourism and Hospitality     Open Access  
Geofronter     Open Access  
Geotourism/Geoturystyka     Open Access  
Gestion Turistica     Open Access   (Followers: 1)
Globe, The     Full-text available via subscription   (Followers: 4)
Güncel Turizm Araştırmaları Dergisi     Open Access  
Hospitality & Society     Hybrid Journal   (Followers: 3)
Infinitum: Revista Multidisciplinar     Open Access   (Followers: 1)
Information Technology & Tourism     Full-text available via subscription   (Followers: 8)
Interaction     Full-text available via subscription   (Followers: 3)
International Journal of Applied Earth Observations and Geoinformation     Open Access   (Followers: 10)
International Journal of Applied Sciences in Tourism and Events     Open Access   (Followers: 3)
International Journal of Contemporary Hospitality Management     Hybrid Journal   (Followers: 11)
International Journal of Contemporary Tourism Research     Open Access   (Followers: 4)
International Journal of Culture Tourism and Hospitality Research     Hybrid Journal   (Followers: 20)
International Journal of Digital Culture and Electronic Tourism     Hybrid Journal   (Followers: 8)
International Journal of Entertainment Technology and Management     Hybrid Journal   (Followers: 1)
International Journal of Event and Festival Management     Hybrid Journal   (Followers: 7)
International Journal of Geoheritage and Parks     Open Access  
International Journal of Hospitality & Tourism Administration     Hybrid Journal   (Followers: 14)
International Journal of Hospitality and Event Management     Hybrid Journal   (Followers: 3)
International Journal of Hospitality Management     Hybrid Journal   (Followers: 10)
International Journal of Knowledge Management in Tourism and Hospitality     Hybrid Journal   (Followers: 5)
International Journal of Recreation and Sports Science     Open Access   (Followers: 4)
International Journal of Religious Tourism and Pilgrimage     Open Access   (Followers: 6)
International Journal of Tourism Anthropology     Hybrid Journal   (Followers: 11)
International Journal of Tourism Cities     Hybrid Journal   (Followers: 4)
International Journal of Tourism Policy     Hybrid Journal   (Followers: 8)
International Journal of Tourism Research     Hybrid Journal   (Followers: 15)
International Journal of Tourism Sciences     Hybrid Journal   (Followers: 4)
International Journal of Travel Medicine and Global Health     Open Access   (Followers: 1)
Journal of Applied Sciences in Travel and Hospitality     Open Access  
Journal of Business & Hotel Management     Partially Free   (Followers: 4)
Journal of China Tourism Research     Hybrid Journal   (Followers: 5)
Journal of Ecotourism     Hybrid Journal   (Followers: 3)
Journal of Environmental Management and Tourism     Open Access   (Followers: 15)
Journal of Franco-Irish Studies     Open Access   (Followers: 1)
Journal of Gastronomy and Tourism     Hybrid Journal   (Followers: 5)
Journal of Halal Product and Research     Open Access  
Journal of Heritage Tourism     Hybrid Journal   (Followers: 12)
Journal of Hospitality & Tourism Education     Hybrid Journal   (Followers: 9)
Journal of Hospitality & Tourism Research     Hybrid Journal   (Followers: 15)
Journal of Hospitality and Tourism Insights     Hybrid Journal   (Followers: 1)
Journal of Hospitality and Tourism Management     Full-text available via subscription   (Followers: 14)
Journal of Hospitality and Tourism Technology     Hybrid Journal   (Followers: 4)
Journal of Hospitality Financial Management     Open Access  
Journal of Hospitality Management and Tourism     Open Access   (Followers: 5)
Journal of Hospitality Marketing & Management     Hybrid Journal   (Followers: 8)
Journal of Hospitality, Leisure, Sport & Tourism Education     Full-text available via subscription   (Followers: 3)
Journal of International and Thai Tourism     Open Access  
Journal of Multidisciplinary Academic Tourism     Open Access   (Followers: 1)
Journal of New Studies in Sport Management     Open Access   (Followers: 3)
Journal of Outdoor Recreation and Tourism     Hybrid Journal   (Followers: 4)
Journal of Park and Recreation Administration     Full-text available via subscription   (Followers: 2)
Journal of Place Management and Development     Hybrid Journal   (Followers: 1)
Journal of Policy Research in Tourism, Leisure and Events     Hybrid Journal   (Followers: 7)
Journal of Quality Assurance in Hospitality & Tourism     Hybrid Journal   (Followers: 5)
Journal of Sport & Tourism     Hybrid Journal   (Followers: 7)
Journal of Sustainable Tourism     Hybrid Journal   (Followers: 21)
Journal of Tourism & Adventure     Open Access   (Followers: 1)
Journal of Tourism and Cultural Change     Hybrid Journal   (Followers: 9)
Journal of Tourism and Heritage Research     Open Access  
Journal of Tourism and Himalayan Adventures     Open Access   (Followers: 5)
Journal of Tourism and Hospitality Education     Open Access  
Journal of Tourism Futures     Open Access   (Followers: 4)
Journal of Tourism Insights     Open Access   (Followers: 6)
Journal of Tourism Intelligence and Smartness     Open Access   (Followers: 1)
Journal of Tourism Research & Hospitality     Hybrid Journal   (Followers: 4)
Journal of Tourism, Hospitality and Sports     Open Access   (Followers: 3)
Journal of Travel & Tourism Marketing     Hybrid Journal   (Followers: 15)
Journal of Travel Medicine     Hybrid Journal   (Followers: 1)
Journal of Travel Research     Hybrid Journal   (Followers: 13)
Journal of Vacation Marketing     Hybrid Journal   (Followers: 2)
Journeys     Full-text available via subscription  
Juara : Jurnal Olahraga     Open Access  
Jurnal Analisis Pariwisata     Open Access  
Jurnal Destinasi Pariwisata     Open Access  
Jurnal IPTA     Open Access  
Jurnal Kepariwisataan dan Hospitalitas     Open Access  
Jurnal Master Pariwisata (Journal Master in Tourism Studies)     Open Access  
Jurnal Pariwisata Pesona     Open Access  
Jurnal Pariwisata Terapan     Open Access  
Marketing & Tourism Review     Open Access   (Followers: 1)
Matkailututkimus     Open Access  
Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan     Open Access  
Mobilities     Hybrid Journal   (Followers: 10)
Mondes du Tourisme     Open Access   (Followers: 1)
Multiciencias     Open Access  
Nepalese Journal of Hospitality and Tourism Management     Open Access   (Followers: 4)
New Approaches in Sport Sciences     Open Access  
Perspectives in Asian Leisure and Tourism     Open Access  
Podium Sport, Leisure and Tourism Review     Open Access   (Followers: 2)
Polish Journal of Sport and Tourism     Open Access  
RACE - Revista de Administração, Contabilidade e Economia     Open Access  
Rangeland Journal     Hybrid Journal   (Followers: 1)
Recreation and Society in Africa, Asia and Latin America     Open Access   (Followers: 1)
Research in Hospitality Management     Open Access  
Revista de Gestão Ambiental e Sustentabilidade - GeAS     Open Access  
Revista de turism - studii si cercetari in turism     Open Access  
Revista Eletrônica Academicus     Open Access  
Revista Eletrônica de Administração e Turismo     Open Access  
Revista Iberoamericana de Ciencias de la Actividad Física y el Deporte     Open Access  
Revista Interamericana de Ambiente y Turismo     Open Access  
Revista Internacional de Derecho del Turismo     Open Access  
Revista Internacional de Turismo y Empresa     Open Access  
Revista Organizações em Contexto     Open Access  
ROTUR : Revista de Ocio y Turismo     Open Access  
Sasdaya : Gadjah Mada Journal of Humanities     Open Access  
Scandinavian Journal of Hospitality and Tourism     Hybrid Journal   (Followers: 4)
Space and Culture     Hybrid Journal   (Followers: 5)
Sport i Turystyka : Środkowoeuropejskie Czasopismo Naukowe     Open Access  
Studies in Travel Writing     Hybrid Journal   (Followers: 6)
Téoros     Open Access  
The Journal : Tourism and Hospitality Essentials Journal     Open Access   (Followers: 1)
Tourism     Open Access   (Followers: 8)
Tourism & Management Studies     Open Access   (Followers: 7)
Tourism Analysis     Full-text available via subscription   (Followers: 11)
Tourism and Heritage Journal     Open Access  
Tourism and Hospitality Research     Hybrid Journal   (Followers: 7)
Tourism and Travelling     Open Access  
Tourism Critiques : Practice and Theory     Open Access  
Tourism Culture & Communication     Full-text available via subscription   (Followers: 6)
Tourism Economics     Full-text available via subscription   (Followers: 10)
Tourism Geographies: An International Journal of Tourism Space, Place and Environment     Hybrid Journal   (Followers: 18)
Tourism in Marine Environments     Full-text available via subscription   (Followers: 2)
Tourism Management     Hybrid Journal   (Followers: 23)
Tourism Management Perspectives     Hybrid Journal   (Followers: 6)
Tourism Planning & Development     Hybrid Journal   (Followers: 8)
Tourism Recreation Research     Hybrid Journal   (Followers: 4)
Tourism Review     Hybrid Journal   (Followers: 6)
Tourism Review International     Full-text available via subscription   (Followers: 5)
Tourist Studies     Hybrid Journal   (Followers: 4)
TRANSIT     Open Access  
Translation Studies     Hybrid Journal   (Followers: 24)
Turismo y Sociedad     Open Access   (Followers: 2)
Turystyka Kulturowa     Open Access  
Via : Tourism Review     Open Access  
Visitor Studies     Hybrid Journal   (Followers: 4)
Worldwide Hospitality and Tourism Themes     Hybrid Journal   (Followers: 2)

           

Similar Journals
Journal Cover
International Journal of Contemporary Hospitality Management
Journal Prestige (SJR): 1.452
Citation Impact (citeScore): 4
Number of Followers: 11  
 
Hybrid Journal Hybrid journal   * Containing 7 Open Access Open Access article(s) in this issue *
ISSN (Print) 0959-6119 - ISSN (Online) 1757-1049
Published by Emerald Homepage  [362 journals]
  • Critical reflection on VUCA in tourism and hospitality marketing
           activities

    • Free pre-print version: Loading...

      Authors: Adrian Lubowiecki-Vikuk, Małgorzata Budzanowska-Drzewiecka, Jacek Borzyszkowski, Babak Taheri
      Abstract: This paper aims to provide an interpretative synthesis and critical reflection on the concept of “volatility, uncertainty, complexity and ambiguity” (VUCA) and its implementation in tourism and hospitality marketing activities and explain why it is useful and necessary. This paper is based on a critical reflection research methodology which allows for a synthesis of data from the traditional narrative review and on the authors’ experiences and observations. The volatile environments in which entities from the tourism and hospitality industry (T&HI) operate necessitate a redefinition of the rules for designing marketing activities. The VUCA concept may serve as the basis for these changes. Its implementation requires specific managerial skills enabling T&HI entities to use an agile marketing strategy. The latter should be based on a flexible and customer-centric approach. This paper provides a VUCA framework for adapting marketing mix instruments to the rapidly changing hospitality and tourism industry. This paper also offers several useful guides for practitioners on different aspects of VUCA within the industry. To the best of the authors’ knowledge, this paper is one of the first attempts to reflect critically on the possibilities of using the VUCA concept in marketing by the T&HI and contributes to the discussion about the conditions for its implementation. This paper offers suggestions about the dynamic competencies of tourism and hospitality managers (enterprise and leader oriented), which are essential when designing marketing mix instruments in line with the VUCA concept, and indicates directions for future research.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-27
      DOI: 10.1108/IJCHM-04-2022-0479
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Green management practices and trust for green behavioral intentions and
           mediation of ethical leadership. An attribution theory perspective in
           tourism

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      Authors: Muhammad Ali, Muhammad Hassan
      Abstract: This study aims to examine the mediated effect of ethical leadership between trust based on commitment and compliance-based practices and green behavior intention in tourism sector organizations. The existing research in sustainability lacks the effects of leadership types on green management practices. This study uses a quantitative method through survey to determine this effect. Data collection is undertaken on the questionnaire formulated from existing studies. The collected data is analyzed with SmartPLS through measurement and structural model assessment for hypothesis confirmation. The findings of the study reveal that ethical leadership does strengthen the relationship between trust and green behavior intention when trust is formed on commitment-based practices in comparison to compliance-based practices. The study contributes to the attribution theory and its application in sustainability studies by showing that both commitment-based and compliance-based practices help shape the individual trust in an organization which resonates with the assumption that an organization’s seriousness to respond to sustainability issues forms the employee’s trust in the organization. On the practical side, this study provides guidelines for the organizations in tourism industry to demarcate the environmental management activities between compliance and commitment-based practices for better outcomes. A gap is found in sustainability literature where leadership-type effects are rarely explored in green behavior intention formation. To determine the impact of ethical leadership on the relationship between green management practices and green intention behavior, attribution theory is used as a basis combining social responsibility and tourism organizations. The relationship between green management practices and ethical leadership is a novelty by evaluating the compliance-based and commitment-based practices individually to determine their effect on green behavior intention.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-27
      DOI: 10.1108/IJCHM-04-2022-0506
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • A critical reflection on digitalization for the hospitality and tourism
           industry: value implications for stakeholders

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      Authors: Ozgur Ozdemir, Tarik Dogru, Murat Kizildag, Ezgi Erkmen
      Abstract: This study aims to critically review the emerging technological developments and digitalization efforts in the hospitality and tourism (HT) industry and discuss the implications of digitalization on various stakeholders (e.g. consumers, employees, companies and operators) with reference to value creation. This paper is a conceptual, critical reflection paper. Thus, the study reflects the authors’ assessment and reflection of the current digitalization efforts in the HT industry with a particular interest in value creation. The study suggests that digitalization is still in its infancy state in terms of adoption and value creation in the HT industry. Yet, there are various opportunities for all stakeholders to benefit from existing and emerging digitalization applications. This study can be used by industry professionals and scholarly researchers as a reflection of past and current digitalization efforts in the HT industry. Moreover, the study offers directions regarding the future digitalization movement in the HT industry and how such a movement might create important value propositions for various stakeholders. The study is uniquely positioned as a critical reflection paper on the digitalization effort of the HT industry and offers new practical insights regarding how digitalization could create value for industry stakeholders as it finds more application areas. In this regard, it differs from prior review studies that focused solely on the use of new and emerging technologies in HT operations.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-27
      DOI: 10.1108/IJCHM-04-2022-0535
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Talent orchestration and boomerang talent: seasonally employed chefs’
           evaluation of talent management practices

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      Authors: Solon Magrizos, Dorothea Roumpi, Ioannis Rizomyliotis
      Abstract: The aim of this study is to shed light on the talent management practices in the unique context of seasonal work in professional kitchens. Acknowledging that in the context of seasonal work in the hospitality industry it is rather difficult to rely on mainstream strategic talent management practices (e.g. training and development), the authors draw on resource orchestration, an extension of the resource-based view and propose a conceptual model of talent management tactics that could potentially increase seasonal employees’ likelihood of returning to the same employer. Given the uniqueness of the context of this study and the dearth of prior relevant research, this study uses a grounded theory approach. Specifically, this study analyses and draws conclusions from 25 interviews with employees in commercial kitchens. This study develops a “talent orchestration model”, which places emphasis on management of talented employees across three dimensions: structuring, leveraging and developing talent. Extant literature in human capital management focusses mostly on the development of human capital, but the results place more emphasis on using or leveraging human capital. This study moves beyond the well-researched context of hotels and focusses on talent management behind closed doors as in the case of kitchen chefs and, drawing on resource orchestration, this study further examines talent management practices with shorter time frame targeted on seasonal employees.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-27
      DOI: 10.1108/IJCHM-04-2022-0536
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • A conjoint analysis of attributes influencing attendance of academic
           conferences

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      Authors: Muhittin Cavusoglu, Seden Dogan, Ozen Kirant Yozcu, Meng-Jun Hsu, Cihan Cobanoglu
      Abstract: The purpose of this study was to explore the relative importance of various attributes (i.e. the total cost of attending, conference organizer, publishing opportunities for an academic career and personal development, reputation as measured by the number of conferences held, location and size) in terms of their ability to impact the decision of attendees in their selection of which academic conference to attend. Conjoint analysis was used to examine the relative importance of various attributes to impact an attendee’s decision to select an academic conference (i.e. the total cost of attending, conference organizer, publishing opportunities for an academic career and personal development, reputation as measured by the number of conferences held, location and size). The choice-based conjoint analysis revealed that the most crucial attributes for attending an academic conference were the total cost of attending the conference (28% of relative importance) and the conference organizer (28%). Since the total cost of attending a conference is one of the top two attributes, conference organizers should reduce the costs as much as possible. Recommendations include choosing a university venue instead of a hotel or conference center and offering multiple options for registration passes (i.e. one-day pass). However, organizers should be careful about meals provided during the conference program, as meals have a positive effect on attendees’ decisions. This study introduces to the literature a new indicator for selecting an academic conference – the reputation of the conference as measured by the number of times it had been held. In previous studies, this variable was not considered in the context of selecting an academic conference.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-27
      DOI: 10.1108/IJCHM-10-2020-1184
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Plant-based food is unhealthy—that’s not true! How can corrective
           

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      Authors: Xingyi Zhang, EunHa Jeong, Xiaolong Shao, SooCheong (Shawn) Jang
      Abstract: This study aims to identify effective ways to promote plant-based foods in quick-service restaurants by considering customers’ food-related health involvement. This study conducted a 2 (message format: myth/fact or fact-only) × 2 (message focus: benefit- or attribute-focused) × 2 (health involvement: high or low) quasi-experimental design via a scenario-based online survey. A multivariate analysis of covariance and a bootstrapping approach were used to test the hypotheses (N = 365). The results indicated that message format and focus jointly influenced customers’ perceived health consequences of plant-based foods and purchase intentions; customers’ health involvement altered the two-way interaction between message format and focus; and perceived health consequences mediated the effects of message format and focus as and customers’ health involvement on purchase intentions. This study identifies the effectiveness of message format and focus in promoting plant-based foods and extends the sustainable product promotion literature by using resource matching theory and the elaboration likelihood model. Future studies should use field studies to examine how can message framing influence customers’ actual behaviors when purchasing plant-based foods. This study can help quick-service restaurants better promote plant-based foods considering message format and focus and customers’ food-related health involvement. This is one of only a few studies that have tested how messages containing both negative and positive information about a product could help promote plant-based foods.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-26
      DOI: 10.1108/IJCHM-07-2022-0833
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Religious, contextual and media influence: determinants of the
           representation of female tour guides in travel agencies

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      Authors: Mohamed Mousa, Hala Abdelgaffar, Islam Elbayoumi Salem, Ahmed Mohamed Elbaz, Walid Chaouali
      Abstract: This study aims to investigate the perceptions of female tour guides’ lower and top levels of management in travel agencies about how misunderstanding Islam and its culture may engender the poor representation of women in the tour guide profession. A qualitative research method is used, and semi-structured interviews were conducted with 32 full-time female tour guides working at several travel agencies in Egypt. Thematic analysis helped extract main ideas from the transcripts. The representation of female tour guides in travel agencies is shaped by the following three determinants: religious (familial obligations and marital status), contextual (nature of tour guide activities, poor representation of women in senior tourism-related jobs, cronyism, sexual harassment and spread of foreign female tour guides) and media influence. Understanding these three factors may enable a more comprehensive representation of female tour guides. Female tour guides could work closely with tourism policymakers in Egypt to shape the media messages about them. This might include elaborating on the main challenges faced by female tour guides. Social support from families and friends may allow female tour guides more freedom and empowerment. This study contributes by filling a gap in tourism, human resources management and gender studies in which empirical studies on the representation of females in travel agencies have been limited so far.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-25
      DOI: 10.1108/IJCHM-05-2022-0650
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • A critical reflection on analytics and artificial intelligence based
           analytics in hospitality and tourism management research

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      Authors: Marcello Mariani, Jochen Wirtz
      Abstract: This work consists of a critical reflection on the extent to which hospitality and tourism management scholars have accurately used the term “analytics” and its five types (i.e. descriptive, exploratory, predictive, prescriptive and cognitive analytics) in their research. Only cognitive analytics, the latest and most advanced type, is based on artificial intelligence (AI) and requires machine learning (ML). As cognitive analytics constitutes the cutting edge in industry application, this study aims to examine in depth the extent cognitive analytics has been covered in the literature. This study is based on a systematic literature review (SLR) of the hospitality and tourism literature on the topic of “analytics”. The SLR findings were complemented by the results of an additional search query based on “machine learning” and “deep learning” that was used as a robustness check. Moreover, the SLR findings were triangulated with recent literature reviews on related topics (e.g. big data and AI) to generate additional insights. The findings of this study show that: there is a growing and accelerating body of research on analytics; the literature lacks a consistent use of terminology and definitions related to analytics. Specifically, publications rarely use scientific definitions of analytics and their different types; although AI and ML are key enabling technologies for cognitive analytics, hospitality and tourism management research did not explicitly link these terms to analytics and did not distinguish cognitive analytics from other forms of analytics that do not rely on ML. In fact, the term “cognitive analytics” is apparently missing in the hospitality and tourism management literature. This study generates a set of eight theoretical and three practical implications and advance theoretical and methodological recommendations for further research. To the best of the authors’ knowledge, this is the first study that explicitly and critically examines the use of analytics in general, and cognitive analytics in particular, in the hospitality and tourism management literature.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-25
      DOI: 10.1108/IJCHM-08-2022-1006
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Gaining resilience through transformative services in cause-related
           events: an interaction ritual chain perspective

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      Authors: IpKin Anthony Wong, Xueying (Linda) Lin, Zhiwei (CJ) Lin, Yuxun (Emily) Lin
      Abstract: This study aims to unlock a ritual chain mechanism that promotes socio-mental (or socio-psychological) resilience. This study draws on interaction ritual chains theory and the concept of transformative service to answer the question of how people could be inspired toward an elevated level of group solidarity, emotional energy, morality and, thus, socio-mental resilience. This study took a qualitative approach resting upon online reviews and observations from an augmented food festival about hot pot delicacies dedicated to medical workers fighting hard amid the early coronavirus outbreak. The results of this study point to four primary ritual outcomes (e.g. emotional energy, group solidarity, symbols of relationships and standards of morality) along with a two-tier micro–macro socio-mental resilience sustainability paradigm. Empirical findings from this study could help operators to justify their transformative initiatives as means for customers to replenish their depleted physical and mental resources. This inquiry presents new nuances to interaction ritual chains. This study also extends the transformative role of hospitality services to accentuate a linkage among individuals, communities and the society.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-24
      DOI: 10.1108/IJCHM-05-2022-0657
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Resistance to blockchain adoption in the foodservice industry: moderating
           roles of public pressures and climate change awareness

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      Authors: Ha-Won Jang, Joanne Jung-Eun Yoo, Meehee Cho
      Abstract: Blockchain technology has created possibilities for environmental supply chain sustainability and climate protection. However, because of its early development stage, users tend to resist the adoption of this new technology. The purpose of this study is to investigate the effects of resistance on blockchain adoption intentions in the context of the foodservice industry. This study further explores if public pressures and climate change awareness could possibly weaken the negative relationships between blockchain resistance and adoption intentions. Data were collected from managers and full-time employees in the foodservice industry, using an online research panel survey. A structural equation model was developed and tested to examine the hypothesized relationships. Additionally, a multi-group analysis was performed to test the moderating roles of public pressures and climate change awareness. The findings from this study confirmed that foodservice employees’ characteristics, including traditional barriers, and blockchain technology factors, like perceived risk, are both significant in forming resistance to blockchain. This study also demonstrated the significant roles of internal and external stakeholders in weakening the negative associations between blockchain resistance and adoption intentions. This study recommends that foodservice companies address how to reduce their employees’ negative perceptions about changes imposed by blockchain adoption. This study also suggests the joint consideration of the pressures from internal and external stakeholders to provide continued insights into developing environmental practices for the foodservice industry. This study extends the theoretical underpinning of the innovation resistance theory by incorporating the stakeholder theory as a strong foundation for understanding how external pressures and internal awareness may influence foodservice employees’ responses to the implementation of blockchain technology to mitigate climate change.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-24
      DOI: 10.1108/IJCHM-09-2022-1127
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Analyzing hospitality leader–follower dyads with polynomial
           regression: a critical reflection

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      Authors: Xiaolin (Crystal) Shi
      Abstract: Congruence serves as a key framework in many leader–follower dyad theories. This paper aims to introduce polynomial regression analysis with response surface methodology (PRA with RSM) as a statistical technique for investigating research questions concerning leader–follower dyadic relationships in the hospitality context. First, this paper illustrates the necessity of applying PRA with RSM to more effectively address the research issues related to leader–follower dyadic relationships. Next, this paper presents an overview and the key concepts of PRA with RSM. Critical issues that need to be noted and two recent hospitality leadership studies that have used PRA with RSM are discussed. Third, an empirical example in the hotel context is provided to illustrate the application of PRA with RSM. By applying this methodology to the study of hospitality leader–follower dyadic relationships, researchers will be able to address a range of topics related to dyadic theory, such as leader–member exchange and value congruence. PRA with RSM reveals that congruence effects vary within leader–follower dyads. Industry professionals can promote a better leader–follower fit by incorporating dyadic surveys to understand mutual agreement and perceptions regarding same-workplace phenomena. The paper addresses the misalignment between leader–follower dyadic theory and the methodology used in hospitality leadership studies.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-19
      DOI: 10.1108/IJCHM-05-2022-0588
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Market dynamism and sustainability in heritage tourism destinations: The
           enhancing role of bridging capital

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      Authors: Gloria Parra-Requena, Maria Jose Ruiz-Ortega, Job Rodrigo-Alarcón, Pedro M. García-Villaverde
      Abstract: In recent years, interest in analysing the conceptualisation, measurement, determinants and consequences of sustainability orientation (SO) has intensified. The authors respond to a growing demand for research that delves into external and relational factors of SO in the context of hospitality and tourism industry. This paper aims to analyse how market dynamism (MD) influences the SO of firms in heritage tourism destinations (HTDs) and how bridging capital affects this relationship. The authors empirically analysed a sample of 238 companies in the UNESCO World Heritage Cities of Peru. The proposed hypotheses have been tested using partial least squares structural equation modelling. The results show a curvilinear relationship between MD and SO. Furthermore, bridging capital enhances the effects of MD, reducing the focal width of the U-shaped curve. Specifically, when hospitality and tourism firms (HTFs) in tourist destinations operate in environments with low-medium levels of dynamism, the diverse links generated slow down the development of an SO. However, the more dynamic the environment, the greater is the SO of firms with large amounts of bridging capital. The findings highlight the importance of conducting an analysis based on a contingent approach that considers the coherence between external elements of the environment and internal factors. Such an approach helps to understand how HTFs in developing countries establish their SO. Managers should be aware of changes in demand and seek coherence between the level of MD and their inter-organisational relationships, and so be able to assess potential opportunities through developing an SO. This study contributes to a better understanding of the sustainability commitment of HTFs in the sustainability of HTDs. This study connects the population ecology and social capital approaches, explaining this relationship from a disaggregated perspective – social and environmental – in the context of a developing country.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-18
      DOI: 10.1108/IJCHM-01-2022-0115
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Customer experience in the hotel industry: a systematic literature review
           and research agenda

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      Authors: Mónica Veloso, Monica Gomez-Suarez
      Abstract: Academic research on customer experience (CX) in the hospitality industry has recently experienced vast growth as managers have increasingly focused on delivering distinctive experiences to their guests. Despite the relevance of this topic, studies conducted in this area within the hotel context are scarce and dispersed. This paper aims to classify the main academic studies and to present a definition of hotel CX, a conceptual model, emerging trends and future research gaps. A systematic literature review (SLR) was selected as the research methodology. Adapted from preferred reporting items of SLR and meta-analysis statements, this study entailed an in-depth review of 46 articles published in English between 2006 and 2021. The articles were compiled using keyword searches in Scopus and Web of Science. This study facilitates an understanding of the hotel CX. The conceptual framework derived from the SLR includes the entire set of antecedents, consequences, mediators and moderators of this concept. The results also illustrate the topic’s academic evolution and expose major guidelines that can help determine areas for future research. This study adds value to the hospitality research literature via SLR. The framework of CX in the hotel industry synthesizes the existing knowledge on this topic and identifies research gaps. The proposed framework allows for the improvement of future hotel CX studies.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-18
      DOI: 10.1108/IJCHM-04-2022-0517
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Travel medicine in hospitality: an interdisciplinary perspective

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      Authors: Fangli Hu, Jun Wen, Danni Zheng, Wei Wang
      Abstract: This paper aims to introduce an under-researched concept, travel medicine, to the hospitality field and proposes future research directions. This paper also highlights the need to acknowledge the missing link between hospitality and medical science and encourages research on the health of hotel guests, especially those with mental disorders. By synthesizing relevant literature, this study proposes a conceptual framework focused on identifying and filling knowledge gaps between hospitality and medical science. Pathways for empirical research on hotel guests’ travel health are suggested accordingly. This paper reveals that the topic of travel medicine has been neglected in hospitality, especially in relation to vulnerable hotel guests. Additionally, this study suggests that researchers should move beyond the confines of social science and conduct interdisciplinary hospitality studies. In-depth analyses of hotel guests’ health and safety are also recommended. This conceptual piece serves as a “provocation” that is exploratory, thus laying a foundation for future interdisciplinary studies bridging hospitality and medical science. This paper offers practical significance for hospitality stakeholders (i.e. academics, practitioners, hotel guests and society) and also provides guidelines on how to create vulnerability-friendly hospitality environments. To the best of the authors’ knowledge, this study takes an important step toward interdisciplinary research between hospitality and medical science through the lens of travel medicine. This paper offers insight to bridge these disciplines and extend hospitality research into medical science. This paper further identifies an under-investigated topic and feasible research avenues that can offer timely solutions for hospitality academics and practitioners.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-18
      DOI: 10.1108/IJCHM-05-2022-0574
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Employing the houseless as corporate social responsibility

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      Authors: Nicholas A. Smith, Larry R. Martinez, Shi (Tracy) Xu, Anna Mattila, Lisa Yixing Gao
      Abstract: Many hospitality organizations see the benefits of engaging in corporate social responsibility (CSR), which can take many forms. This study aims to examine one relatively unique form of CSR: hiring individuals experiencing houselessness. This research aimed to investigate the impact of hiring individuals experiencing houselessness on customers’ behavioral intentions, attitudes toward an organization and perceptions of CSR actions. Across two experiments, this study investigated the impact of employing individuals experiencing houselessness on customers’ perceptions of the employee and organization using organizational legitimacy theory. Results demonstrate that employees known to be houseless elicited more positive employee and organizational perceptions from the customers, mediated by CSR perceptions. In addition, the gender of the employees or the quality of the organization did not impact these findings. Hospitality and tourism organizations should consider using available resources or tax benefits to make a deliberate effort to employ those experiencing houselessness. Using organizational legitimacy theory, this study examines CSR perceptions as a potential explanatory mechanism between houselessness and customers’ reactions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-18
      DOI: 10.1108/IJCHM-05-2022-0649
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Creating value networks through a learning society for Indigenous women
           tourism entrepreneurs

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      Authors: Roshis Krishna Shrestha, Jean-Nöel Patrick L'Espoir Decosta, Rupa Shrestha
      Abstract: This study aims to integrate social embeddedness with learning society philosophy to explore how grassroots associations of Indigenous women tourism entrepreneurs can leverage their social network to co-create value. A critical feminist perspective considers the intersectional experiences of Indigenous women tourism entrepreneurs from the rural Manasalu region of Nepal. Twenty-one semi-structured interviews with local tourism stakeholders were carried out. Hermeneutics in tandem with Indigenous methods of analysis ensured consideration of Indigenous ontologies and social locations beyond being merely theoretically driven. A paradox of Indigenous women’s empowerment emerged where several efforts for empowerment presented themselves as a double-edged sword. Individuals’ social capital and social support for the sustenance and stability of grassroots associations ensure collective and continuous learning through a value-creation framework. Collective self-reflection and self-determination for knowledge creation and sharing amongst social ties shed new light on the role of an Indigenous standpoint on value creation. To the best of the authors’ knowledge, this is the first study that captures how the intersectionality of Indigenous women entrepreneurs in grassroots associations use their social capital through contesting, leveraging and learning to transform their social network into a value network.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-10
      DOI: 10.1108/IJCHM-03-2022-0317
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Ex post i-deals, work-life balance, and work well-being in the hospitality
           industry: the moderating role of gender

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      Authors: Ning Sun, Sai Liang, Hui Li, Haiyan Song
      Abstract: This study aims to examine the effect of several types of ex post idiosyncratic deals (i-deals) on work–life balance and work well-being, focusing on the mediating effect of work–life balance on the relationship between ex post i-deals and work well-being as well as the moderating effect of gender on the relationship between ex post i-deals and work–life balance in the hospitality industry. This study uses a questionnaire survey of 642 hotel managers from developed cities in China and analyze the data with structural equation modeling. This study also conducts on-site interviews among 20 hotel managers to support conclusions of the survey. The results indicate that task i-deals as well as career and incentives i-deals significantly promote work–life balance, thereby indirectly improving work well-being. However, the impact of flexibility i-deals on work–life balance and work well-being is insignificant. The influence of career and incentives i-deals on work–life balance for males is slightly stronger than that for females. This study has practical implications for hotel employers in terms of using various ex post i-deals to motivate and retain hotel managers by improving personal work–life balance and work well-being. As one of early attempts to highlight the potential of i-deals to serve as solutions for work–life conflicts and unhappiness issues among hotel managers, this study provides novel insights into the mediating process between ex post i-deals and work well-being from the work–life balance perspective as well as distinct influences of various ex post i-deals on work–life balance for male and female managers.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-09
      DOI: 10.1108/IJCHM-03-2022-0350
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • The impact of tourism on the women employment in South American and
           Caribbean countries

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      Authors: Liton Chandra Voumik, Shohel Md. Nafi, Shapan Chandra Majumder, Md. Azharul Islam
      Abstract: This study aims to explore the relationship between tourism and women’s employment in 32 South American and Caribbean countries from 1996 to 2020. In this paper, both static (fixed effects and random effects) and dynamic panel data models (system and differenced generalized method of moments) are used. In addition to gross domestic product, trade, education and urban population are also considered in this study. According to the findings, a boost in tourism led to an increase in women’s engagement in the economy and service sectors. This paper also explores the efficiency of alternate methods to deal with various models of women labor force (WLF) involvement in various sectors. Women’s employment opportunities in the service sector expand as a result of tourism, but in the agricultural and industrial sectors, that employment opportunity is reduced. This study investigated the impact of tourism on WLF participation and found that it had a significant impact. This study, on the other hand, specifically contributed to the tourism sector in some specific study areas, such as tourism and agriculture, service and industry sectors. This study also displays that female participation in South America and the Caribbean countries is increasing and women are shifting away from traditional economic sectors. This is the pioneering study to discover tourism and female participation in employment in South American and Caribbean countries. The findings of this study have important implications for future studies and policy debates examining the consequence of the tourism industry on WLF.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-09
      DOI: 10.1108/IJCHM-04-2022-0449
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Family incivility, emotional exhaustion, and hotel employees’ outcomes:
           a moderated mediation model

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      Authors: Zhen Yan, Zuraina Dato Mansor, Wei Chong Choo
      Abstract: This study aims to analyze the impact of family incivility (FI) on in-role performance (IRP) and proactive customer service performance (PCSP) via the mediating effect of emotional exhaustion (EE) and the moderating roles of emotional intelligence (EI) and mindfulness. Hypotheses were verified using multisource and multiwave data collected from 337 valid hotel employee–supervisor dyads in Kuala Lumpur, Malaysia. Data were analyzed using SPSS 24.0, AMOS 24.0 and PROCESS (version 3.4). FI intensified frontline employees’ (FLEs) EE, which subsequently impeded their IRP and PCSP. EI and mindfulness moderated the direct influence of FI on EE, IRP and PCSP and moderated the indirect influence of FI on the two aforementioned outcomes through EE. Managers should observe FLEs’ indicators of FI and deter its emergence by implementing care programs for FLEs suffering from FI. In addition, human resource managers should preferentially recruit employees with high EI through related tests. Hotels can invite reputable psychologists to provide psychotherapy interventions for FLEs, such as mindfulness-based psychological lectures and therapy. The hospitality literature lacks an understanding of the underlying process through which FI affects FLEs’ job outcomes. This study incorporates EE as a mediator of the FI’s impact on IRP and PCSP, and to the best of the authors’ knowledge, this study is the first to assess whether EI and mindfulness moderate the direct impact of FI on IRP and PCSP and the indirect impact of FI on two aforementioned outcomes via EE.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-09
      DOI: 10.1108/IJCHM-05-2022-0573
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • A digital transformation approach in hospitality and tourism research

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      Authors: Xusen Cheng, Tong Xue, Bo Yang, Baojun Ma
      Abstract: Because of the COVID-19, the digital transformation of global hospitality and tourism speeds up. This paper aims to provide comprehensive frame of the digital transformation for further hospitality and tourism research. Through conducting a critical review of the impact of COVID-19, the current situation about the application of digital technology and digital transformation in hospitality and travel, this study used a qualitative approach to present the viewpoints. This research presents a theoretical research framework for the hospitality and tourism about digital transformation, including possible directions, contexts and methods. It highlights the importance of digital transformation, and further proposing specific research topics. This research brings valuable implications and guidance for future research from the aspects of key research streams, research context and methodological approaches in hospitality and tourism about digital transformation. This paper supplies existing critical reviewed research through paying attention to the digital transformation approach in hospitality and tourism, providing research guidance technically to the industry of hotels and travel.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-09
      DOI: 10.1108/IJCHM-06-2022-0679
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • How (in)congruence of leader–follower learning goal orientation
           influences leader–member exchange and employee innovation

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      Authors: Junbang Lan, Yuanyuan Huo, IpKin Anthony Wong, Bocong Yuan
      Abstract: Drawing on the person–supervisor fit theory, this study aims to adopts a dyadic and relational approach to investigate the congruence between the leader’s and the follower’s learning goal orientation (LGO) on their leader–member exchange (LMX) quality and the follower’s innovation. The participants were 213 frontline employees and their 69 immediate supervisors from a large five-star hotel in China. The authors analyze the multiple-wave data using the cross-level polynomial regression approach. The results show that when the levels of LGO between the leader and the follower are congruent, follower innovation and LMX are higher; when the levels of LGO between the leader and the follower are incongruent, it hinders LMX but benefits follower’s innovation. This study implies that personality congruence and incongruence can be equally important in creating positive work outcomes, enriching the theoretical understanding and practical implications for promoting LMX and follower innovation in hospitality industry. Prior research has identified the importance of employees’ LGO in promoting innovation. However, the fit between employees’ and their leaders’ LGO has not been investigated.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-06
      DOI: 10.1108/IJCHM-02-2022-0262
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Perceived differences in peer-to-peer accommodation before and after
           COVID-19: evidence from China

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      Authors: Lina Zhong, Jiating Liu, Alastair M. Morrison, Yingchao Dong, Mengyao Zhu, Lei Li
      Abstract: Based on text content analysis using big data, this study aims to explore differences in guest perceptions of peer-to-peer accommodations before and after COVID-19 to provide suggestions for the development of these properties in China postpandemic. A guest perception dictionary was established by collecting Ctrip customer reviews of peer-to-peer accommodations. After data cleaning, thematic word analysis and semantic association network analysis were used to explore perceptions and thematic differences before and after COVID-19. This research constructed a multidimensional framework of guest-perceived values for peer-to-peer accommodation in the context of COVID-19. The findings showed that the emphasis on functionality in peer-to-peer accommodation changed; perceived emotional values associated with peer-to-peer stays were more complex; perceived social values decreased, host–guest interactions were reduced and online communication became a stronger trend; tourist preferences for types of experiences changed, and people changed their destination selections; perceived conditional value was reflected in perceived risks, and the perceptions of environmental health, service and physical risks increased. This research has constructed a multidimensional framework of tourist perceived value on the basis of peer-to-peer accommodation context and epidemic background and has thus shown the changes in tourist perceived value of peer-to-peer accommodation before and after COVID-19. To the best of authors’ knowledge, this research constitutes the first attempt to explore the perceptual differences for peer-to-peer accommodations before and after COVID-19 based on an extensive data set of online reviews from multiple provinces of China.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-06
      DOI: 10.1108/IJCHM-12-2021-1557
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • A global perspective on the impact of COVID-19 on peer-to-peer
           accommodation: human mobility, case number and lockdown policies

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      Authors: Mingming Cheng, Maggie Hu, Adrian Lee
      Abstract: Taking a global perspective, this paper aims to examine the impact of COVID-19 on Airbnb booking activities through three critical perspectives – the initial Wuhan lockdown, local COVID-19 cases and local lockdowns. Using Airbnb reviews and cancellations as proxies for Airbnb bookings on a global scale, econometrics was used to examine the impacts of the initial Wuhan lockdown, local COVID-19 cases and local lockdowns on Airbnb bookings. The authors find that local lockdowns result in a 57.8% fall in global booking activities. Every doubling of newly infected cases is associated with a 4.16% fall in bookings. The sensitivity of bookings to COVID-19 decreases with geographic distance to Wuhan and increases with government stringency of lockdown policies and human mobility within a market. The empirical evidence from this research can provide governments with insights into more accurate assessment of the financial loss of Airbnb hosts so that proper support can be offered based on the financial needs because of due to sudden lockdown. This research contributes to new knowledge on peer-to-peer accommodation during a time of crisis and provides much needed global evidence to understand the impacts of COVID-19 on the accommodation industry.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-05
      DOI: 10.1108/IJCHM-02-2022-0221
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Assessing the application of multi-criteria decision making techniques in
           hospitality and tourism research: a bibliometric study

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      Authors: Sanaz Vatankhah, Mahlagha Darvishmotevali, Roya Rahimi, Seyedh Mahboobeh Jamali, Nader Ale Ebrahim
      Abstract: Multi-criteria decision-making (MCDM) techniques are decision support systems that provide systematic approaches to solve hospitality and tourism (H&T) problems while minimizing the risk of failure. However, less is known about the application of MCDM techniques in H&T research. This study aims to systematically assess the use of MCDM techniques in H&T research to classify its current application and determine its application potential for H&T research. This study used bibliometric analysis to examine all published MCDM studies focused on H&T industries, since 1997. In addition, topic modelling was used to discover key concepts. Finally, top cited studies in terms of total citations per year and total citations were qualitatively reviewed for more insights. The findings revealed an ongoing interest in applying MCDM techniques in H&T research. Specifically, the extension of fuzzy theory in MCDM techniques is burgeoning among H&T researchers. However, a certain number of MCDM techniques seem to be ignored in this field with a repetitive application of MCDM techniques in particular areas. The data for the current research was solely retrieved from Scopus and other databases were not included. Therefore, future research is called for to re-examine the study by considering data from various databases. This study contributes to extant H&T literature by identifying the most prolific and influential countries, journals, publications and trends by applying MCDM techniques in H&T research, and elucidating the implications and characteristics of MCDM techniques in H&T research.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-04
      DOI: 10.1108/IJCHM-05-2022-0643
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Over 33 years of the hospitality research: a bibliometric review of the

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      Authors: Gagan Deep Sharma, Babak Taheri, Mansi Gupta, Ritika Chopra
      Abstract: This paper aims to proffer a broad overview of publications in the International Journal of Contemporary Hospitality Management (IJCHM) by conducting bibliometric analyses for the duration ranging from 1989 to 2022. The research approach analyses the top authors, publications, most collaborative countries and top co-occurring keywords and significant themes published in IJCHM with the help of the Scopus database. The study entails performance analyses on IJCHM. A de-duplicating process was used to study the evolution of themes, so that the keywords identified from co-occurrences of authors’ keywords and thematic evolution map were refined to first- and second-order themes, further leading to the development of inductive analysis proposing aggregate themes. The findings of this study not only help paint a comprehensive picture of the customer experience, but also illustrate how topics have evolved in the literature and reveal the most relevant upcoming fields of research. The thematic evolution map reveals thematic areas. There is evidence of contributions by authors across the world and spanning a multitude of themes such as business ethics, corporate and firm performance, stakeholders and avenues for the management of disruption, specifically in times of the COVID-19 pandemic outbreak. Significant trends in authors, publications, nations, authors’ keywords and themes as uncovered by this study can greatly help budding authors understand the expectations and emerging research themes that define the IJCHM. Through extensive bibliometric analyses, this study has created a historical log of the publications in IJCHM. It has identified the key research trends for future research and presented a conceptual framework based on the keyword analysis map and thematic evolution.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-03
      DOI: 10.1108/IJCHM-04-2022-0499
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Regression trees for hospitality data analysis

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      Authors: Mike Tsionas, A. George Assaf
      Abstract: The purpose of this note is to describe the concept of regression trees (RTs) for hospitality data analysis. RT is an effective non-parametric predicting modelling approach that would free researchers from the need to force a certain functional form. The method does not require normalization or scaling of data. The authors illustrate how RTs can be used to find a model that would result in the best prediction. A common challenge facing hospitality researchers is to estimate a regression model with the correct specification. RTs can help researchers identify the best explanatory model for prediction. This paper describes the concept of RTs for the modelling of hospitality data.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2023-01-03
      DOI: 10.1108/IJCHM-06-2022-0705
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2023)
       
  • Scientific collaboration and thematic analysis of the tourism industry in
           the context of COVID-19: a bibliometric approach

         This is an Open Access Article Open Access Article

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      Authors: Luqi Yang, Xiaoni Li, Ana-Beatriz Hernández-Lara
      Abstract: The main purpose of this research paper is to generate a holistic bibliometric study of the tourism industry and COVID-19 fields, to further investigate the current interests and trends emerging from scientific collaboration and thematic analysis and to identify research gaps that indicate future research directions. This study conducts several analyses, which include the co-authorship and social network analysis, co-citation and keyword co-occurrence knowledge structures. The authors generate a knowledge map of the leading articles and link them with previous literature to elucidate the debates and consensus in research on COVID-19 and tourism. Research interests concentrate in the USA, China, Europe and the Oceania areas, so more cross-continental collaborations are expected among them and with other regions. Popular topics are tourism sustainable transformation, crisis management and multidisciplinary fields like tourism, hospitality, information technology and environmental sciences. This paper also identifies underexplored topics for future investigation on the social, environmental, cultural and governance dimensions of sustainable tourism. This paper contributes to guiding tourism researchers in identifying and finding publication references and future collaborations. Moreover, the investigation of knowledge structures could be beneficial for scholars hoping to broaden the current understanding of this field and discover potential for future tourism research, especially in the global pandemic and other severe health crises. This study enriches the existing literature in the fields of tourism and the pandemic and highlights current interests and research trends exploring scientific collaboration, thematic analysis and knowledge mapping.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-29
      DOI: 10.1108/IJCHM-03-2022-0303
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A bibliometric review on knowledge management in tourism and hospitality:
           past, present and future trends

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      Authors: Muhammad Ashraf Fauzi
      Abstract: The purpose of this study is to review the plethora of studies on knowledge management (KM) in the hospitality and tourism. The purposes of this paper through a bibliometric analysis via the VOSviewer tool are to analyze the current research stream and to assess emerging trends in KM in the tourism and hospitality field. A total of 1,732 publications with 65,150 cited references were retrieved from the Web of Science to uncover the structure and intellectual base of studies in tourism with a KM perspective. Three bibliometric analyses were performed using VOSviewer software (citation, co-citation and co-occurrence of keywords); this study aims to uncover the knowledge structure of the past, current and future trends based on the bibliographic database by assessing the most influential past publication; determining the structure of the co-cited publications; and evaluating emerging trends for future studies. This study produced two ground-breaking research streams inductively evaluated from the three bibliometric analyses: KM and digital technology; and innovation in tourism. Furthermore, the pressing issue of sustainability in tourism from the perspective of KM would be a crucial aspect in the tourism field. These streams would provide fundamental knowledge-based and further enhance the assimilation of KM within the tourism sector. The outcome would facilitate future scholars to link important tourism topics to benefit the tourism industry facing a competitive and challenging business environment. This study contributes to the current theoretical understanding through thematic knowledge mapping of KM and the tourism and hospitality field. To the best of the author’s knowledge, this study is the first to apply bibliometric analysis to the tourism and KM field by providing a basis for the most significant issue in tourism and the essence of emerging topics and trends.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-29
      DOI: 10.1108/IJCHM-03-2022-0381
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The effect of illegitimate tasks on hospitality employees’ service
           performance: a conservation of resources perspective

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      Authors: Lijing Zhao, Phillip M. Jolly, Shuming Zhao
      Abstract: This study aims to investigate the influence of illegitimate tasks on frontline hospitality employees’ in-role and extra-role performance via the mediating role of thriving at work and the moderating role of work centrality. Survey data were collected from 264 supervisor–subordinate pairs from three hotels in Jiangsu, China and analyzed using structural equation modeling. Illegitimate tasks negatively affected hospitality employees’ in-role and extra-role performance by inhibiting thriving at work. In addition, work centrality strengthened the impact of illegitimate tasks on thriving at work and their indirect effect on in-role and extra-role performance via reduced thriving at work. First, managers should avoid assignment of unnecessary tasks. However, many tasks that could be viewed as illegitimate must still be performed; the results demonstrate that managers must be mindful of how such tasks are assigned and to whom, and should take steps to minimize and/or manage potential negative reactions to illegitimate tasks. This study enriches the illegitimate tasks literature by examining its influence on the frontline hospitality employees’ in-role and extra-role performance and highlights a novel mediating mechanism linking illegitimate tasks and employee performance using conservation of resource theory. In addition, this reveals the novel moderating effect of work centrality.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-23
      DOI: 10.1108/IJCHM-03-2022-0357
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A network perspective of cognitive and geographical proximity of
           sustainable tourism organizations: evidence from Italy

         This is an Open Access Article Open Access Article

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      Authors: Silvia Blasi, Shira Fano, Silvia Rita Sedita, Gianluca Toschi
      Abstract: This research aims to contribute to the literature on sustainable hospitality and tourism by applying social network analysis to identify sustainable tourism business networks and untangle the role of cognitive and geographical proximity in their formation. Data mining and machine learning techniques were applied to data collected from the websites of tourism companies located in northeastern Italy, namely, the Veneto region. Specifically, the authors used Web scraping to extract relevant information from the internet. The results support the existence of geographical clusters of tourist accommodation providers that are linked by strong cognitive proximity based on sustainability principles that are well communicated via their websites. This does not appear to be greenwashing because companies that have agreed on sustainability principles have also implemented concrete actions and tend to signal these actions through a variety of sustainability certifications. The results may guide tourism managers and policymakers in developing tourism initiatives directed at the creation of fruitful collaborations between similarly oriented organizations and methods to support clusters of sustainable tourism accommodation. Identifying sustainable tourism networks may assist in the identification of potential actors of change, fueling a widespread transition toward sustainability. In this study, the authors adopted an innovative methodology to detect sustainability-oriented tourism business networks. Additionally, to the best of the authors’ knowledge, this study is one of the first to simultaneously explore the cognitive and geographical connections between tourism businesses.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-23
      DOI: 10.1108/IJCHM-03-2022-0366
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Revealing mission statements in a hotel brand sector using social network
           analytic approach

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      Authors: Kristijan Breznik, Saša Zupan Korže, Giancarlo Ragozini, Mitja Gorenak
      Abstract: This study aims to investigate the content of hotel brands’ mission statements (MSs) and their relationship with selected attributes of hotel brands. Content analysis of hotel brands’ MSs was used to detect the MSs’ key words, which were further processed by methods of social network analysis, complemented by clustering techniques and correspondence analysis on the generalized aggregated lexical tables, a special type of correspondence analysis. Hotel brands operating in luxurious markets more often emphasize experiences than those in midscale markets. Furthermore, hotel brands with longer traditions and those with a large number of controlled rooms communicate words in their MSs that represent a rather traditional approach to hospitality. Younger hotel brands with fewer controlled rooms chose words that indicate a more commercially oriented approach. Finally, cluster analysis revealed four dimensions of hotel brands’ MSs, instead of the nine most typically used in mission statement component models. Understanding the frequencies and networks of keywords, and their relationship with hotel brand attributes, will help create more focussed MSs. This will strengthen hotel brands, raise their revenues and subsequently increase company performance. The analysis provides valuable insight into MSs in the specific tourism context of hotel brands. The authors have achieved this with the use of a wide range of advanced network analytic methods. These insights can guide hotel brands to better position themselves in the competitive tourism accommodation market.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-23
      DOI: 10.1108/IJCHM-03-2022-0403
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Corporate social entrepreneurial orientation in the hospitality and
           tourism industry: a religiosity perspective

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      Authors: Mohammad Sharifi-Tehrani
      Abstract: The major purpose of this research article is to empirically analyze a moderated-mediated model to comprehend the interrelationships between religiosity, life hardship, attitude toward social entrepreneurship (SE) and corporate social entrepreneurial orientation (SEO). The constructivist grounded theory method was used to analyze interviews, and partial least squares structural equation modeling was selected to analyze the developed nine hypotheses. Based on the structural model outcomes, the practicing religious believers reported a significantly higher level of corporate SEO and propensity for social proactiveness, innovativeness, risk-taking, socialness and persistence (dimensions of SEO) than the nonpracticing believers. This study provides the practical implication that social entrepreneurs with a higher degree of congruence with the prevailing religious institutionalized logic in a society have a higher inclination to create social value through corporate practices and operations. This study presents an SEO scale that incorporates the dimensions of two SEO scales developed by Kraus et al. (2017) and Syrjä et al. (2019). To the best of the author’s knowledge, the applicability and generalizability of this scale were supported for the first time in the SE discipline, particularly tourism SE. This scale effectively captures more characteristics of SE, particularly in the face of inefficient political and institutional forms.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-21
      DOI: 10.1108/IJCHM-04-2022-0461
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Sensory marketing in hospitality: a critical synthesis and reflection

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      Authors: Lawrence Hoc Nang Fong, Soey Sut Ieng Lei, Cheris W.C. Chow, Long W. Lam
      Abstract: Through a critical synthesis and reflection on the theoretical foundations and empirical evidence related to sensory marketing, this study aims to offer meaningful insights for hospitality operators and provides future research directions on sensory marketing in hospitality. Building on an extensive review of sensory marketing studies across disciplines, this paper presents critical discussions of the theories and findings on the five senses in the context of hospitality. The critical synthesis and discussion indicate that sensory marketing is highly relevant and applicable to operations in various hospitality sectors such as hotels and restaurants. Still, empirical evidence is required to lend support to the discussions. Although scholarly interest in sensory marketing has surged in the past decade, some research streams, such as sensory incongruence, cross-modal correspondence and sensory intensity, have yet to be extended. These under-researched areas provide directions for future hospitality research. Through discussions of empirical evidence related to the five senses, mental simulation, cross-modal correspondence and sensory congruence, this paper provides implications for managing customers’ sensory experiences and behavior in hospitality settings. Despite the increase of research on sensory marketing in the past decade, its full implications in the context of hospitality remain unknown. Through a critical synthesis and reflection on the hospitality literature, this paper offers research directions for a systematic expansion of sensory marketing.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-20
      DOI: 10.1108/IJCHM-06-2022-0764
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A co-created value scale for the hospitality service: applying a text
           mining approach

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      Authors: Wooseok Kwon
      Abstract: Although co-creation draws attention from researchers and practitioners, the concept is theoretically discussed, and it is not known enough how to measure co-created value (CCV) substantially at service encounters. This study aims to conceptualize CCV from the service-dominant (S-D) logic perspective and develop a CCV scale for hospitality services. In addition to the conventional psychometric procedure for scale development, this study combined text-mining techniques and interviews to generate items to capture the concept of CCV comprehensively. Exploratory and confirmatory factor analyses were conducted using two different surveys. Moreover, structural equation modeling was performed to test concurrent validity. The study developed a CCV scale, including four sub-dimensions: CCV-in-use, CCV-in-interaction, CCV-in-involvement and CCV-in-experience. The validity test results demonstrated that the new scale effectively measured CCV in a hospitality setting. The multidimensional constructs and the scale that this study developed will contribute to empirical research and improve understanding of CCV at the service encounter. Moreover, managers can enhance their competitive advantages by identifying and evaluating factors to facilitate CCV. The study reconceptualized CCV, drawing on a resource-based view from S-D logic, and developed a scale to measure the degree to which customers perceive CCV. Furthermore, it achieved methodological advancement in adopting text mining of online reviews for the scale development process.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-19
      DOI: 10.1108/IJCHM-04-2022-0458
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A network analysis of tourist activity

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      Authors: Yong Chen
      Abstract: This study aims to model tourist activities in a network and explore the properties of the network. Such network enables the author to explain and quantify how tourist activities are connected in determining tourist consumption as well as the organization of destination supply. The author developed a network formation mechanism to create edges between nodes based on the joint probability of a pair of activities undertaken by tourists at a destination. By adjusting network sparsity, the author created an ensemble of four topologically similar networks for empirical testing. The author used tourist activity data of Hong Kong inbound tourists to test the network model. The author found a robust hub–periphery topological structure of the tourist activity network. In addition, the network is featured by high clustering, short diameter and positive correlations between four node centralities, namely, degree, closeness, betweenness and eigenvector centralities. The author also generated the k-cores of the networks to further unravel the structure of hub nodes. The author found that the k-cores are dominated by tourist activities related to shopping or sightseeing, suggesting the high complementarity of these activities. This study provides a different lens through which tourist consumption can be understood from a macroscopic angle by examining network topology and from a microscopic angle by examining node centralities. To the best of the author’s knowledge, this is the first study attempting to model tourist activity and consumption in a network and explore the properties of the network. Not only has this study provided a new real-world network for network research, but it has also suggested an innovative modeling approach for tourist behavior research.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-19
      DOI: 10.1108/IJCHM-06-2022-0728
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Antecedents and intervention mechanisms of institutional distrust of P2P
           accommodations during COVID-19 in China

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      Authors: Shixuan Fu, Jingjing Yang, Linlin Su
      Abstract: COVID-19 affects the peer-to-peer (P2P) accommodation industry. With regard to prospect theory, individuals’ negative emotions, such as institutional distrust, are easily evoked and impede consumption intention in an environment of permeating uncertainty and risks. While existing research indicates the negative effects of institutional distrust, scant research has explored its antecedents and intervention mechanisms. This study thus aims to unveil the influencing factors and explore mitigating mechanisms of customers’ institutional distrust of P2P accommodations. Online reviews data were used to identify the underlying critical issues. The authors developed a model to depict how institutional distrust is formed under the boundary condition of subjective norm by the results. The model was verified using a questionnaire survey. Finally, in-depth semi-structured interviews were conducted to ensure its robustness. The external environment and internal platform effectiveness are two critical aspects affecting institutional distrust of P2P accommodations. The external environment influences institutional distrust through perceived threat, explaining the formation mechanism of customers’ institutional distrust through customers’ internal psychology. Furthermore, the authors found subjective norm moderating the effect of perceived threat on customers’ institutional distrust. This is one of the first studies, to the best of the authors’ knowledge, to explore institutional distrust of P2P accommodations after COVID-19. The finding contributes to studies on P2P accommodation by uncovering the contingent role of subjective norm in influencing customers’ institutional distrust. This is a pioneering study that explores the antecedents and mitigating mechanisms of institutional distrust of P2P accommodations during the new normal of COVID-19.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-19
      DOI: 10.1108/IJCHM-12-2021-1530
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Investigating the determinants of performance of artificial intelligence
           adoption in hospitality industry during COVID-19

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      Authors: Yuangao Chen, Yuqing Hu, Shasha Zhou, Shuiqing Yang
      Abstract: Drawing on the technology-organization-environment (TOE) framework, this study aims to investigate determinants of performance of artificial intelligence (AI) adoption in hospitality industry during COVID-19 and identifies the relative importance of each determinant. A two-stage approach that integrates partial least squares structural equation modeling (PLS-SEM) with artificial neural network (ANN) is used to analyze survey data from 290 managers in the hospitality industry. The empirical results reveal that perceived AI risk, management support, innovativeness, competitive pressure and regulatory support significantly influence the performance of AI adoption. Additionally, the ANN results show that competitive pressure and management support are two of the strongest determinants. This research offers guidelines for hospitality managers to enhance the performance of AI adoption and presents policy-making insights to promote and support organizations to benefit from the adoption of AI technology. This study conceptualizes the performance of AI adoption from both process and firm levels and examines its determinants based on the TOE framework. By adopting an innovative approach combining PLS-SEM and ANN, the authors not only identify the essential performance determinants of AI adoption but also determine their relative importance.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-15
      DOI: 10.1108/IJCHM-04-2022-0433
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A retrospective study of knowledge management for integrated resorts (IRs)
           crisis preparedness

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      Authors: Su Zhang, Fu-Chieh Hsu, Yang Zhang
      Abstract: This study aims to propose a systematic knowledge management model to explore the causal links leading to the organizational crisis preparedness (OCP) level of integrated resorts (IRs) during the COVID-19 pandemic based on the intangible capital of organizational climate, dynamic capability, substantive capability and commitment. The authors use data obtained from IRs in Macau. The Wuli–Shili–Renli (WSR) approach underpins the study. Structural equation modeling following fuzzy-set qualitative comparative analysis (fsQCA) was used for data processing. The results showed that organizational climate has an essential role in IRs preparedness for crises and affects their dynamic capacity, substantive capacity and commitment. The fsQCA results revealed that the relationships between conditions with a higher level of dynamic and substantive capability lead to higher OCP scores. Executives should develop systemic thinking regarding organization preparedness in IRs for crisis management. A comprehensive understanding of the IRs’ business environment and crises is necessary, as they will require different factor constellations to allow the organization to perform well in a crisis. Financial support for employees could ensure their assistance when dealing with such situations. Rapid response teams should be set up for daily operations and marketing implementation of each level of the IRs management systems. This study contributes to the extant literature on IRs crisis management in the OCP aspect. The authors constructed a systematic composite picture of organization executives’ knowledge management through the three layers of intangible capitals in WSR. Moreover, the authors explored causal links of WSR from symmetric and asymmetric perspectives.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-14
      DOI: 10.1108/IJCHM-01-2022-0132
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Employees’ helping behavior toward the victims of human trafficking
           in the lodging industry

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      Authors: Melissa Farboudi-Jahromi, Asli D.A. Tasci, Sevil Sönmez
      Abstract: This study aims to examine the factors that influence hotel/motel employees’ helping behavior toward the victims of human trafficking. Using a survey-based quantitative method, this study examines and compares two models of helping behavior based on egoism and altruism theories to measure the helping tendencies of lodging employees toward victims of human trafficking. The study results show that perceived intrinsic rewards of helping and empathy with the victims are the major antecedents of employees’ likelihood to help the victims. The study contributed to the egoism school of thought and the Cost-Reward Model by showing that only perceived intrinsic rewards drive individuals’ intention to help in risky covert situations, such as human trafficking, while perceived extrinsic rewards may demotivate people to help in these situations. Previous studies overlooked the role of the lodging industry in human trafficking. This study focuses on service employees as potential helpers of the victims as they notice in hotels/motels.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-14
      DOI: 10.1108/IJCHM-04-2022-0454
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Competition or collaboration for human–robot relationship: a critical
           reflection on future cobotics in hospitality

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      Authors: Do The Khoa, Huy Quoc Gip, Priyanko Guchait, Chen-Ya Wang
      Abstract: The hospitality industry has recently witnessed explosive growth in robotization with the replacement of robots in many areas. Yet, a key consideration in this robotics wave is whether competition (i.e. robots take over all human tasks) or collaboration (i.e. humans collaborate closely with robots to perform work better) will define the future of the hospitality workspace. The purpose of this paper is to shed light on this controversial issue by taking a collaborative perspective to address the future human–robot relationship in hospitality workplace (i.e. cobotic team). Drawing upon relevant theories and extant robotics literature, this paper will develop a critical reflection on the management of future cobotic team as a new phenomenon in hospitality industry. The successful management of cobotics in hospitality lies in three interrelated key domains: feeling intelligence training for frontline employees, ethics governance for cobotics and trust building toward robot partners. How to manage this cobotic team efficiently will be a focus for hospitality managers in the coming years. This paper offers several managerial insights for hospitality managers and practitioners regarding effectively managing the future collaboration between humans and robots within a dynamic work environment. This study addresses cobotics as a critical yet unaddressed shift in the contemporary hospitality sector and proposes a framework highlighting three key domains for managing this cobotic team effectively. This framework also sets the direction to encourage more future empirical research exploring cobotic workforce in hospitality.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-13
      DOI: 10.1108/IJCHM-04-2022-0434
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Information enhancement or hindrance' Unveiling the impacts of
           user-generated photos in online reviews

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      Authors: Hengyun Li, Lingyan Zhang, Rui (Ami) Guo, Haipeng Ji, Bruce X.B. Yu
      Abstract: This study aims to investigate the promoting effects of the quantity and quality of online review user-generated photos (UGPs) on perceived review usefulness. The research further tests the hindering effect of human facial presence in review photos on review usefulness. Based on review samples of restaurants in a tourist destination Las Vegas, this study used an integrated method combining a machine learning algorithm and econometric modeling. Results indicate that the number of UGPs depicting a restaurant’s food, drink, menu and physical environment has positive impacts on perceived review usefulness. The quality of online review UGPs can also enhance perceived review usefulness, whereas facial presence in these UGPs hinders perceived review usefulness. Findings suggest that practitioners can implement certain tactics to potentially improve consumers’ willingness to share more UGPs and UGPs with higher quality. Review websites could develop image-processing algorithms for identifying and presenting UGPs containing core attributes in prominent positions on the site. To the best of the authors’ knowledge, this study is the first to present a comprehensive analytical framework investigating the enhancing or hindering roles of review photo quantity, photo quality and facial presence in online review UGPs on review usefulness. Using the heuristic-systematic model as a theoretical foundation, this study verifies the additivity effect and attenuation effect of UGPs’ visual elements on judgements of online review usefulness. Furthermore, it extends scalable image data analysis by adopting a deep transfer learning algorithm in hospitality and tourism.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-09
      DOI: 10.1108/IJCHM-03-2022-0291
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Females’ customer engagement with eco-friendly restaurants in Instagram:
           the role of past visits

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      Authors: Estefania Ballester, Carla Ruiz-Mafé, Natalia Rubio
      Abstract: The purpose of this study is to examine the effect on the customer brand engagement (CBE) of followers of an eco-friendly restaurant of their perceptions of the originality of the firm-generated content posted online by the restaurant and the effect of CBE on brand advocacy and behavioural intentions to visit the restaurant, paying special attention to the moderating role of past visits to the restaurant. The hypotheses were tested using structural equation modelling with a sample of 491 female Instagram users who follow the online account of a particular eco-friendly dining establishment. Two group comparisons were conducted to test the moderating effects in relationships between CBE and consumer–brand interactions (behavioural intentions to visit the restaurant and brand advocacy). Followers’ perceptions of the originality of the material posted by the eco-friendly restaurant had a positive influence on CBE which, in turn, affected brand advocacy and behavioural intentions to visit the restaurant. Past visits moderated the relationship between CBE and consumer–brand interactions. This study offers restaurants an understanding of how to develop marketing strategies targeted at females on visual-based social networks; it is shown that original posts encourage favourable responses, such as CBE, brand advocacy and behavioural intentions. Managers should organise events and invite their female followers to visit the restaurant. This study adds to the knowledge about customer engagement by explaining how firm-generated content posted on Instagram drives CBE and provides specific suggestions as to how restauranteurs might engage online with their clients. This study goes beyond direct effects and analyses the moderating role of past visits to the restaurant on the relationships between CBE and consumer–brand interactions (visiting intentions and brand advocacy).
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-08
      DOI: 10.1108/IJCHM-02-2022-0178
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Strategic talent management in hotels during COVID-19: upper echelons and
           dynamic attention-based perspectives

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      Authors: Thomas N. Garavan, Corina Sheerin, Serge Koukpaki, Fergal O'Brien, Rola Chami-Malaeb, Cliodhna MacKenzie, Joan Buckley
      Abstract: The purpose of this longitudinal study is to qualitatively investigate the role of the general managers (GMs) and senior managers (SMs) in strategic talent management (STM) in hotels during COVID-19. Using upper echelon theory and the dynamic attention-based view, this paper explores the role of upper echelon theory cognitive characteristics (orientation towards STM and decision-making approach) and three dynamic attention-based view attention dimensions (communication, resource attention to the HR function and new configurations of STM) in influencing STM. This study uses semi-structured interviews with hotel GMs and SMs at two time points over the duration of COVID-19 in six hotels (family-owned, boutique and international hotel chain) located in Ireland, the UK, Germany, Singapore and India. The findings of this study reveal that GMs and SMs across the different hotels differed in their orientation towards STM and their decision-making approaches and this influenced cognitive and resource attention to STM. GMs and SMs remained cognitively attentive to STM through their communications around STM, and they revealed resource attention through resources to the HR function and new configurations of STM practices during COVID-19. The authors identify three distinct configurations of STM practices in operation in hotels during COVID-19. This study’s findings reveal important practice implications in that GMs and SMs have a key role to play in the implementation of STM and the need to reconfigure how STM is undertaken during the crisis. This contrasts with the more espoused role suggested for these talent actors in the literature. The authors used a longitudinal qualitative research design to surface the dynamic role of GMs’ and SMs’ cognitive and resource attention to STM in hotels during COVID-19 and the key role that orientation towards STM and decision-making approach affected both cognitive and resource attention dimensions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-07
      DOI: 10.1108/IJCHM-04-2022-0516
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Nascent entrepreneurship: a critical perspective and research agenda in
           tourism and hospitality

         This is an Open Access Article Open Access Article

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      Authors: Álvaro Dias, M. Rosario González-Rodríguez, Rob Hallak
      Abstract: This study aims to systematize the drivers of nascent entrepreneurship in tourism and to suggest avenues for future research. As a consequence of the pandemic, a reduction in early-stage entrepreneurial activity was reported worldwide. The countries that responded best to this situation were those that fostered entrepreneurship at this early stage, designated as nascent. Hence, research on nascent entrepreneurs requires particular attention. To address this study’s goal, the authors have examined the development of nascent entrepreneur literature in the last two decades and discussed how the literature on tourism nascent entrepreneurship relates to the mainstream literature in terms of theoretical frameworks. The authors explored specificities of the tourism industry to propose new research avenues to explore the theme of new venture creation in the hospitality and tourism sector. The authors divided the implication of tourism specificities into main themes: motivations, human and social capital and government and incubators. Several research questions for future research are proposed. By focusing on nascent entrepreneurship, researchers and policymakers can obtain important insights from projects that have not been implemented, going beyond those that have been successfully undertaken, as aimed at in entrepreneurship research. This research contributes to the nascent tourism entrepreneurship literature by providing theoretical and empirical research questions to advance existing knowledge in tourism nascent entrepreneurship.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-07
      DOI: 10.1108/IJCHM-07-2022-0853
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Knowledge sharing and innovation in open networks of tourism businesses

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      Authors: Michelle McLeod, David Roger Vaughan, Jonathan Edwards, Miguel Moital
      Abstract: The purpose of this paper is to examine the information flows, in terms of content and process, underpinning the sharing of knowledge by managers and owners. Such an examination reveals similarities and differences that will influence the generation and dissemination of knowledge used in tourism business operations and contribute to innovation. This paper examines information flows within the theoretical and methodological framework of social network analysis. The findings were derived from a quantitative study of tourism managers and owners of a tourism hub in South-West England. The main finding was that network structure characteristics determine the flow of information within owners’ and managers’ social networks. The owners of smaller businesses received information from several sources and, therefore, had fewer structural constraints and reported larger structural holes. In comparison, the managers had more brokerage opportunities to disseminate the information within their social networks. This paper highlights knowledge sharing between tourism business managers and owners in an open network structure. First, an open network structure builds innovation through the provision of nonredundant information. This is determined through the effective size of structural holes and the dissemination of information through brokerage roles. Second, the knowledge capability of a destination is built up through the social networking of managers and owners. The generation and dissemination of knowledge in a tourism destination are facilitated by the social networking activities of managers and owners. Managers and owners of tourism businesses require knowledge through information to assist with innovative business practices. The practical implication of this is that the social networks of managers and owners have different network characteristics, and that these differences result in consequences for the innovation of business practices. Another practical implication relates to the importance of managers in knowledge dissemination based on having several brokerage roles in the tourism destination. These findings are important because an understanding of social networks and the flow of information is one of the keys to determining the influences on knowledge sharing within tourism destination knowledge networks of owners or managers and their potential contributions to innovation.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-06
      DOI: 10.1108/IJCHM-03-2022-0326
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Hospitality employees’ technology adoption at the workplace:
           evidence from a meta-analysis

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      Authors: Qiang Guo, Dan Zhu, Mao-Tang (Brian) Lin, Fangxuan (Sam) Li, Peter B. Kim, De Du, Yan Shu
      Abstract: This research aims to use meta-analytical structural equation modeling to look into how hospitality employees use technology at work. It further investigates if the relationship between the constructs of the technology acceptance model (TAM) is moderated by job level (supervisory versus non-supervisory) and different cultures (eastern versus western). In total, 140 relationships from 30 empirical studies (N = 6,728) were used in this study’s data analysis in accordance with the preferred reporting items for systematic reviews and meta-analysis. The findings demonstrated that perceived usefulness had a greater influence on “user attitudes” and “acceptance intention” than perceived ease of use. This study also identified that the effect sizes of relationships among TAM constructs appeared to be greater for supervisory employees or in eastern cultures than for those in non-supervisory roles or western cultures. The findings provide valuable information for practitioners to increase the adoption of employee technology. Practitioners need to focus on the identification of hospitality employee attitudes, social norms and perceived ease of use. Moreover, hospitality practitioners should be cautious when promoting the adoption of new technologies to employees, as those at different levels may respond differently. This is the very first empirical investigation to meta-analyze the predictive power of the TAM in the context of hospitality staff technology adoption at the workplace. The findings also demonstrated differences in the predictive power of TAM constructs according to job level and cultural differences.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-05
      DOI: 10.1108/IJCHM-06-2022-0701
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Inspiring guests’ imagination of “home away from home” to choose
           Airbnb through brand storytelling

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      Authors: Chunhui Zheng, Jia Zhang
      Abstract: Airbnb attempts to stimulate consumer imagination and expectations of home through storytelling before their stay. The purpose of this study is to gain a holistic understanding of the psychological mechanisms by which brand storytelling can evoke consumer imagination of home away from home and their choice of peer-to-peer (P2P) accommodations. By collecting 864 valid questionnaires through two rounds of surveys with Chinese consumers, this study examined the structural relations between narrative elements in the brand story (home characteristics, social interactions in advertising, advertising features), brand perception, self-image congruence and consumption intentions. The results demonstrate that home characteristics, social interactions in advertising, and advertising features positively influence people’s brand perceptions, self-image congruence and consumption intentions through mental imagery processing. This study offers helpful implications on how to create a home feeling in P2P accommodations and provides recommendations to promote the connection between consumers and the brand for P2P accommodation providers and hoteliers. This study reveals the underlying mechanism of how various narrative elements in brand stories inspire the imagination and feeling of home in consumers during the prestay phase. By analysing the impact of specific trust systems and emotional needs on the construction of a feeling of home, this study is an important complement to existing studies on the study of home in P2P accommodation.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-02
      DOI: 10.1108/IJCHM-04-2022-0444
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Typographic design of outdoor signage, restaurant authenticity, and
           consumers’ willingness to dine: extending semiotic theory

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      Authors: Hanqun Song, Qing Shan Ding, Jing Bill Xu, Jonghyeong Kim, Richard C.Y. Chang
      Abstract: Restaurants’ outdoor signage plays an irreplaceable role in attracting potential diners, as it conveys important functional and symbolic meanings of the businesses. The purpose of this study is to investigate the effect of typographic design elements of outdoor signage on consumers’ perceptions of authenticity. This study also tests the linkage between authenticity and willingness to dine, as well as the moderating effect of frequency of dining in ethnic restaurants on the relationship. Using a 2 (simplified vs traditional Chinese characters) × 2 (calligraphy vs computer font) × 2 (vertical vs horizontal text flow) between-subject design, the authors did two experiments with 786 Chinese diners. Restaurant authenticity and willingness to dine are dependent variables, and openness to ethnic cuisine is the control variable. Display characters and text flow significantly affect restaurant authenticity. Furthermore, the results of this study demonstrate that display characters interact with typeface to influence restaurant authenticity. Consumers’ perceived authenticity significantly increases their willingness to dine. The frequency of dining in ethnic restaurants moderates the relationship between restaurant authenticity and willingness to dine. Ethnic restaurateurs should pay attention to the outdoor signage design, as it affects potential consumers’ authenticity perceptions. Specifically, in Mainland China, traditional Chinese characters and vertical text direction increase potential consumers’ authenticity perceptions. This study extends the semiotic theory and applies the cue–judgment–behavior model in the hospitality literature. This study also provides new understanding of authenticity by identifying the influence of typographic design on authenticity, which confirms the semiotic theory that certain semiotic cues affect consumers’ judgments.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-02
      DOI: 10.1108/IJCHM-05-2022-0572
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Examining the pathway linking workplace incivility and employee
           well-being: a study among frontline hotel employees in India

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      Authors: Vijay Kuriakose, Maria Tresita Paul V., Sumant Kumar Bishwas
      Abstract: This study aims to analyze the direct relationship between workplace incivility and employee well-being among frontline hotel employees. Anchoring on affective events theory, this study also analyzes the explanatory role of loneliness and the role of workplace social support as a boundary condition influencing the proposed relationships in the model. Responses were collected from 243 frontline hotel employees using established scales in two-time points through survey method. The proposed hypotheses were analyzed using SPSS PROCESS macros. The results confirmed the detrimental effect of incivility at work on employee well-being and the mediating role of loneliness at work. This. study has also demonstrated that workplace social support conditions the mediated effect of workplace incivility on employee well-being via loneliness. This study has vital practical implications for mitigating the adverse effects of workplace incivility on employee well-being through loneliness at work by developing interventions that foster social support among employees. This study also provides directions to reduce workplace incivility and loneliness at work. This study provides a unique understanding of the consequences of workplace incivility on employee well-being. To the best of the authors’ knowledge, this could be the first study that has established loneliness as a pathway linking workplace incivility and employee well-being. This study results have unique significance in the management of hospitality employees.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-01
      DOI: 10.1108/IJCHM-01-2022-0142
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Mind the gap: a critical reflection on hotel employee turnover

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      Authors: Asad Mohsin, Ana Brochado, Helena Rodrigues
      Abstract: This study aims to provide a critical reflection research that was carried out to understand more fully how employee turnover has been critical to hotel management’s strategies for constructing a better workplace. Human resources decisions need to be made carefully based on a clear grasp of their effects on hotels and their staff. A critical review was conducted with a sample of 160 academic papers that reported findings on staff turnover intentions in hotels. The results include a concept map that highlights the two main dimensions found by researchers: hotel staff turnover consequences (i.e. customer satisfaction and financial performance) and antecedents (i.e. individual, job-related, relationship, organisational and opportunities). The findings underline that staff retention strategies need to focus on managing job-related, organisational and relationship variables as hotel managers have little influence on individual and job opportunity factors. This study examined 20 years of research summarised in an up-to-date conceptual map. The findings have cross-disciplinary implications.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-01
      DOI: 10.1108/IJCHM-03-2022-0295
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A social network analysis of interlocking directorates in the
           accommodation sector

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      Authors: Rodolfo Baggio, Andrea Guizzardi, Marcello Mariani
      Abstract: By adopting network analytic techniques, this paper aims to examine interlocking directorates among firms operating in the hospitality services sector in seven major Italian tourism destinations. The authors collected information for all the hotel corporations whose headquarters are located in the seven top Italian destinations: Florence, Milan, Naples, Rimini, Rome, Turin and Venice. Data come from the Analisi Informatizzata delle Aziende Italiane database by Bureau Van Dijk and were used to build a network where the nodes are board members (people) and corporations (hotels) and the links represent the membership of individuals in the boards. From this, with a one-mode projection, the authors obtain two networks: people and corporations. The overall networks’ structures are analysed by assessing their connectivity characteristics. The findings indicate a relatively low number of interlocks that signals a high degree of fragmentation, showing that the interconnections (both within and between destinations) are scarce. This suggests that in absence of formalized cooperation arrangements, corporations might collaborate informally. This work extends previous research on complexity in business settings, focusing specifically on service companies whose output depends on multiple interactions and helps clarifying coopetition practices of hospitality service firms. Policymaking perspectives are discussed as well as managerial viewpoints. Not many studies of the interlocking directorates in the hospitality domain exist. This paper uses network analysis for a better understanding of the cooperative practices and the formal social structures of the Italian hospitality industry and derives a series of implications important for both researchers and practitioners while also looking at potential future studies.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-01
      DOI: 10.1108/IJCHM-03-2022-0315
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Data mining to reposition a religious tourist destination in COVID-19

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      Authors: Natalia Vila-Lopez, Ines Kuster-Boluda
      Abstract: The positioning of a tourism destination can easily change due to external uncontrolled factors, such as a pandemic. In this scene, the purpose of this study can be summerized in two main points: to investigate the main topics associated with a religious tourism destination (Vatican City) before and from the pandemic crisis, and to identify potential topics that could be highlighted to reposition this tourism destination more favorably. The information was extracted from Trip Advisor, specifically from the web Vatican City (7,152 reviews). This information was analyzed using text mining software applied to English text data. The results show that the image of Vatican City has evolved, from a larger cultural, artistic and historical destination to a destination with a strong religious orientation, probably due to the growing influence of tourists and pilgrims in search of spiritual consolation in a global health crisis. New comments have emerged in the pandemic on topics such as Pope, Catholicism and love. The authors recommend repositioning this tourism destination under what they have dubbed the umbrella of the three “Rs”: religion, renaissance and relaxation. Also, two outstanding attractions are frequently mentioned by tourists in this more spiritual scenario: Saint Peter’s Basilica and Sistine Chapel. Studies about religious tourism are scarce, and those considering an urban city as a key religious tourism destination even more.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-01
      DOI: 10.1108/IJCHM-03-2022-0390
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Nonlinear effects of employee engagement and satisfaction on turnover
           intention

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      Authors: Haemoon Oh, Miyoung Jeong, Hyejo Hailey Shin, Allan Schweyer
      Abstract: This study aims to advance the understanding of the relationships between employee engagement (EE), satisfaction and turnover intention (TI) beyond their known linear functions by providing a set of significant empirical evidence on nonlinear functions including quadratic, cubic and interactive effects. This study used four 2 × 2 between-subjects experiments sampling 640 hospitality sales professionals through online data collection methods. EE and employee satisfaction (ES) were examined in disaggregation into personal and organizational dimensions. Residual regression models controlling for age and gender as covariates were the main approaches for analyzing data for nonlinear effects. Both EE and ES consistently have significant negative quadratic and positive cubic effects on employees’ TI. EE and ES have a negative interaction effect, that is, complementing each other, on TI such that the effect is more pronounced at higher levels than lower levels of EE and satisfaction. Organizations need to understand some threshold phenomena that may exist in the widely believed linear effects of EE and satisfaction on TI. Doing so may help allocate resources more effectively for EE and satisfaction. This study examined the nonlinear as well as interactive nature of the relationships between EE and TI and ES and TI to expand our understanding of these relationships beyond the known linearity and add new empirical evidence to the literature.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-12-01
      DOI: 10.1108/IJCHM-05-2022-0661
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • 30 years of artificial intelligence (AI) research relating to the
           hospitality and tourism industry

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      Authors: Haiyan Kong, Kangping Wang, Xuejie Qiu, Catherine Cheung, Naipeng Bu
      Abstract: This study aims to review the progress of research on artificial intelligence (AI) relating to the hospitality and tourism industry, focusing on the content, focal points, key terms and trends of AI research. A total of 491 referred papers are selected from the Web of Science core collection database. These papers, published in the past 30 years (1991–2021), are analyzed by using Gephi and VOSviewer software. AI research shows a growing trend since 1991, and the number of publications and citations increased significantly since 2018, indicating that AI became a focus for researchers. AI studies are grouped into four clusters, namely, AI technology, technology acceptance, customers’ perception and future trends. The research focus changed from AI technology in the early stage to customers’ attitudes toward and willingness to accept AI. The findings contribute to advance knowledge development, identify research gaps and shed light on future research. The results offer practical enlightenment for governments, tourism destinations and hospitality organization. The results offer practical enlightenment for governments, tourism destinations and hospitality organization. This study is the initial attempt to provide a systematic review of AI research relating to the tourism and hospitality fields.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-28
      DOI: 10.1108/IJCHM-03-2022-0354
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Research progress and future agenda of COVID-19 in tourism and
           hospitality: a timely bibliometric review

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      Authors: Huiru Li, Xinyi Liu, Hengli Zhou, Zhiyong Li
      Abstract: A proliferation of articles surrounding the COVID-19 pandemic is calling for new insights through review. This paper aims to bibliometrically analyze the current progress of research around hospitality and tourism to define the research directions on herd immunity and the prevention of disease under the “new normal.” This paper analyzed 326 articles regarding COVID-19 published in SSCI hospitality, leisure and tourism journals in 2020 and 2021 by combining manual analysis and bibliometrics to reveal research topics and to gain insight into research structures. The results of this paper summarized topics related to stakeholders’ mentality and behavior, responses of travel suppliers to the COVID-19 pandemic, economic impact and demand forecasting, social issues of human rights and racism and reflection on tourism and transformation of the industry. More research is called for in the future to focus on a better response to the crisis, including crisis management education and training and the improving the resilience of small- and medium-sized enterprises. A three-dimensional consideration was proposed to promote the sustainable development of hospitality and tourism. In the “new normal” phase of herd immunity and disease prevention, to the best of the authors’ knowledge, this is the first paper that provides an up-to-date systematic overview of the evolution of COVID-19 research in tourism and hospitality and encourages more conceptual, practical and futuristic studies.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-28
      DOI: 10.1108/IJCHM-04-2022-0424
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Assessing brand performance consistency from consumer-generated media: the
           US hotel industry

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      Authors: Miyoung Jeong, Hyejo Hailey Shin, Minwoo Lee, Jongseo Lee
      Abstract: Given the importance of performance consistency of chain hotels in customers’ decision-making and service evaluation, this study aims to explore how consistently chain hotel brands offer quality service and carry out their performance from the eyes of customers through online reviews on TripAdvisor of the top five US hotel chains (i.e. Choice, Hilton, InterContinental, Marriott and Wyndham) and their brands. The research objectives were achieved through methodological triangulation: business intelligence, data visualization analytics and statistical analyses. First, the data collection and pre-processing of consumer-generated media (CGM) (i.e. TripAdvisor online reviews) were performed using business intelligence for further analyses. Using data visualization analytics (i.e. box-and-whisker plot by region and brand), the geographic patterns of performance attributes (i.e. online review ratings, including location, sleep, cleanliness, room and service) were depicted. Using a series of analyses of variance and regression analyses, the results were further assessed for the impacts of brand performance inconsistency on consumers’ perceived value, sentiment and satisfaction. The empirical results demonstrate that there are significant performance inconsistencies in performance attributes (location, sleep, cleanliness, room and service) by brands throughout the six regions in the US hotel market. More importantly, the findings confirm that brand performance consistency significantly influences consumers’ perceived service quality (i.e. perceived value, satisfaction and sentiment). This study is one of the first attempts to empirically explore hotel brand performance consistency in the US hotel market from customer reviews on CGM. To measure hotel brand performance in the US hotel market, this study collected and analyzed user-generated big data for the top 5 US hotel chains through business intelligence, visualization analytics and statistical analysis. These integrated and novel research methods would help tourism and hospitality researchers analyze big data in an innovative data analytics approach. The findings of the study contribute to the tourism and hospitality field by confirming hotel brand performance inconsistency and such inconsistent performance affected customers’ service evaluations. This study demonstrates the significant impact of hotel brand performance consistency on consumers’ perceived value, emotion and satisfaction. Considering that online reviews are perceived as a credible source of information, the findings suggest that the hotel industry pays special attention to brand performance consistency to improve consumers’ perceived value, emotion and satisfaction.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-22
      DOI: 10.1108/IJCHM-12-2021-1516
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Ritual-based redesign of routines: an experimental approach in the
           restaurant industry

         This is an Open Access Article Open Access Article

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      Authors: Claudia Cozzio, Andrea Furlan
      Abstract: This study aims to investigate the impact of the innovative ritual-based redesign of a routine in the challenging context of the dining-out sector, characterized by low employee commitment and high turnover. This study adopts a mixed methods experimental design. This study focuses on a field experiment in a real restaurant centered on the restaurant’s welcome entrée routine. The routine is first observed as it happens, after which it is redesigned as a ritual. The ritual-based redesign of the routine enhances employee sharing of the purpose of the routine and reduces the variability of the execution time of the routine, which increases group cohesion among the restaurant staff. Besides the positive impact on the routine’s participants, the ritual-based redesign has a beneficial effect on the performance of the routine by increasing the enjoyment of the end-consumers at the restaurant. The ritual-based redesign of routines is a powerful managerial tool that bonds workers into a solidary community characterized by strong and shared values. This allows guidance of the behavior of new and existing employees in a more efficient and less time-consuming way. Rituals have been traditionally analyzed from the customer perspective as marketing tools. This research investigates the employees’ perspective, leveraging ritual-based redesign as a managerial tool for increasing cohesion among workers.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-21
      DOI: 10.1108/IJCHM-01-2022-0056
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Hospitality order cancellation prediction from a profit-driven perspective

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      Authors: Zhenkun Liu, Ping Jiang, Jianzhou Wang, Zhiyuan Du, Xinsong Niu, Lifang Zhang
      Abstract: This study/paper aims to reach the core objective of hospitality order cancellation prediction (HOCP), that is, to identify potential cancellers from many customer bases, thereby enhancing the effectiveness of customer retention campaigns. However, few studies have focused on predicting hospitality order cancellation. A novel profit-driven model for predicting hospitality order cancellation is proposed to bridge this research gap. The authors construct profit-driven extreme gradient boosting (XGBoost) based on a grid search on HOCP to maximize profit by selecting optimal hyperparameters of XGBoost. Real-world data set is analyzed, and the proposed model yields more profits than other predictive models. Sensitivity analysis proves that the proposed model is robust to the key hyperparameter and application scenario. Furthermore, some preventive measures based on visual analysis results are provided to reduce the cancelled probability of orders. This research will help hotel managers to transfer the modeling goal to profit orientation and encourage relevant researchers to interpret the prediction results of models for hotel order cancellation prediction in a post hoc manner. Besides, the proposed model can be applied to various enterprises with different average order profits and help managers optimize revenue management. This research expands the relevant literature and offers guidance for predicting hospitality order cancellation from a profit-driven perspective at the customer level. The proposed model can provide macro-control to hotel managers and obtain the most satisfactory profits in micro-control.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-16
      DOI: 10.1108/IJCHM-06-2022-0737
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Translating responsible leadership into team customer relationship
           performance in the tourism context: the role of collective job crafting

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      Authors: Trong Tuan Luu
      Abstract: This study aims to unravel the role of teams’ job crafting in translating responsible leadership into their customer relationship performance. The data were gathered from 87 managers and 608 employees from tour companies. The data analysis was performed via multilevel structural equation modeling. The results demonstrated that crafting of team tasks played a mediating role for the link of responsible leadership to the team’s customer relationship performance. Task interdependence, outcome interdependence and their interaction attenuated the influence of responsible leadership on collective job crafting. The results suggest that tourism managers can enhance customer relationship performance of their team through training and development of responsible leadership, encouraging team members’ crafting of team tasks, as well as enhancing outcome and task interdependence. This research expands the literature by identifying how and when responsible leadership promotes team customer relationship performance in tourism companies.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-14
      DOI: 10.1108/IJCHM-01-2022-0095
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Indoor air quality monitoring and management in hospitality: an
           overarching framework

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      Authors: Sara Zanni, Matteo Mura, Mariolina Longo, Gabriella Motta, Davide Caiulo
      Abstract: This study aims to provide a comprehensive framework for the study of indoor air quality (IAQ) in hospitality premises. The goal is to identify the drivers of air pollution, both at the exogenous and endogenous level, to generate insights for facility managers. The complexity of hospitality premises requires an integrated approach to properly investigate IAQ. The authors develop an overarching framework encompassing a monitoring method, based on real-time sensors, a technological standard and a set of statistical analyses for the assessment of both IAQ performance and drivers, based on correlation analyses, analysis of variance and multivariate regressions. The findings suggest that the main drivers of IAQ differ depending on the area monitored: areas in contact with the outdoors or with high ventilation rates, such as halls, are affected by outdoor air quality more than guestrooms or fitness areas, where human activities are the main sources of contamination. The results suggest that the integration of IAQ indicators into control dashboards would support management decisions, both in defining protocols to support resilience of the sector in a postpandemic world and in directing investments on the premises. This would also address guests’ pressing demands for a broader approach to cleanliness and safety and support their satisfaction and intention to return. To the best of the authors’ knowledge, this is the first study developing a comprehensive framework to systematically address IAQ and its drivers, based on a standard and real-time monitoring. The framework has been applied across the longest period of monitoring for a hospitality premise thus far and over an entire hotel facility.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-11
      DOI: 10.1108/IJCHM-12-2021-1549
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Consumer attitudes toward ordering from cloud kitchens: a gender and
           marital status perspective

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      Authors: Sanjukta Pookulangara, Han Wen, Josiam Bharath
      Abstract: The purpose of this study was to examine consumer’s perceptions of cloud kitchens, including the influence of perceived innovativeness (PI), utility motivations (price and food varieties), and food safety risk perceptions (FSRP) on trust; the impact of hedonic motivations and trust on attitude; and the moderating effect of FSRP on the relationship between utility motivations (food varieties) and trust. The relationships were examined with respect to gender and marital status. The Theory of Consumption Value served as the theoretical underpinning of this study. Data was collected with an online survey (n = 316) using the Qualtrics panel. The partial least squares–structural equation modeling method was used to analyze the survey data. PI, utilitarian motivations (price) and hedonic motivations (food varieties) positively influenced trust, whereas trust positively influenced attitude. FSRP negatively impacted trust and moderated the relationship between utility motivations (food varieties) and trust. Hedonic motivations positively influenced consumers’ attitudes. Multi-group analyses highlighted the differences attributed to gender and marital status. PI and utility motivations influenced trust, supporting the notion that consumers are open to new and convenient ways to order food. Additionally, the negative influence of FSRP on trust and its moderating role on the path between food varieties and trust highlights the importance of FSRP on food consumption. Finally, this study provided insight into the influence of gender and marital status on perceptions of ordering from cloud kitchens. The cloud kitchen business model is undergoing exponential growth, and this study provides an understanding of cloud kitchens from a consumer’s perspective.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-10
      DOI: 10.1108/IJCHM-03-2022-0310
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Are people the greatest asset: talent management in SME hotels in Nigeria
           during the COVID-19 crisis

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      Authors: Liza Howe-Walsh, Susan Kirk, Emeka Oruh
      Abstract: This paper aims to evaluate the approaches to talent management (TM) in small- to medium-sized enterprise (SME) hotels in Nigeria during the COVID-19 crisis drawing on the resource-based view (RBV) of Strategy. An interpretivist methodology was adopted, and 42 semi-structured interviews were undertaken with SME hotel owners, self-initiated expatriate (SIE) talent and local workers in Nigerian hotels. A thematic approach to analysis was undertaken to identify key themes. The findings highlight how SME hotel owners’ reactive and short-term approaches to TM have created problems during the pandemic as they are unable to rely on acquiring SIE talent to fill key skills gaps. Furthermore, failure to capitalise on the expertise and networks of their current SIEs has resulted in a lack of knowledge sharing with other local employees. This results in TM strategies that do not offer differentiated approaches that balance talent flows to achieve competitive advantage. SME hotel leaders should adopt a more equitable approach to TM that values all workers rather than exclusively focusing on SIEs. Employment contracts should ensure that SIEs are responsible for training and developing local workers as part of a networking approach to RBV. This novel study focused on TM within SME hotels in a Nigerian context during COVID-19. The findings show how SME senior leaders value SIE talent above local workers and pursue a TM strategy that perpetuates the status quo. The COVID-19 crisis has acted as a catalyst for leaders to recognise the value of local talent and consider a more sustainable approach to TM.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-10
      DOI: 10.1108/IJCHM-03-2022-0321
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Social networks, network interaction and resilience of B&Bs in rural
           China

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      Authors: Yi Wang, Yangyang Jiang, Baojiang Geng, Ziqi Yan, Xiaorong Wang
      Abstract: This study aims to explore the social networks and network interactions of bed-and-breakfast (B&B) entrepreneurs in rural China. In addition, it evaluates how such network interactions relate to rural resilience. In-depth interviews were performed in two locations: Ningbo and Dujiangyan, China. Purposive sampling was combined with snowball sampling to select interviewees. The 154 interviews involved 29 B&B owners and relevant social actors. All codes and data were analyzed using the discourse analysis framework. The B&B owners’ social networks were identified based on strategic goals, revealing a business operation network, business development network and business citizenship network. Challenges in seeking financial support for rural B&Bs during the pandemic were specified along with network interactions. The institutional adaptation approach was used to evaluate network interaction in rural B&B business. It was argued that other networks would react based on primary network members’ goal compatibility and the effectiveness of the primary network in addressing obstacles. This study indicates that the rural B&B entrepreneurs’ interactions with various networks could influence on business resilience, community resilience as well as rural resilience. By combining the institutional adaptation typology with social network theory, this study generates a new typology of network interactions for rural B&Bs. The typology helps to explain how and why B&B entrepreneurs make decisions and provides a broader scope of social networks involved in these business operations.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-10
      DOI: 10.1108/IJCHM-04-2022-0486
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Moral exclusion in hospitality: testing a moderated mediation model of the
           relationship between perceived overqualification and knowledge-hiding
           behavior

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      Authors: Imran Shafique, Masood Nawaz Kalyar, Bashir Ahmad, Agata Pierscieniak
      Abstract: Drawing from moral exclusion theory, this study aims to examine a moderated mediation model for the relationship between perceived overqualification (POQ) and knowledge-hiding behavior directly and via perceived dissimilarity. Using the convenience-sampling technique, time-lagged (three waves) data were gathered from 595 employees working in different hotels and event management firms. Hayes’ PROCESS macro was used to test the moderated mediation model. Results showed that perceived dissimilarity among coworkers mediated the result of POQ on knowledge-hiding behavior. In addition, interpersonal disliking moderated the indirect effect in a way that this effect was strong when interpersonal liking was low. Findings suggest that organizations should make the overqualified realize that they can also learn from their coworkers whom they perceive as less qualified. In this, the feelings of dissimilarity and disliking can be minimized that in turn may decrease the intention to hide knowledge. The present study offers a new perspective for identifying the nexus between POQ and knowledge-hiding behavior by drawing upon moral exclusion theory and examining the mediating role of perceived deep-level dissimilarity.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-08
      DOI: 10.1108/IJCHM-01-2022-0067
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • How does ethical climate enhance work–family enrichment' Insights
           from psychological attachment, psychological capital and job autonomy in
           the restaurant industry

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      Authors: Weng Marc Lim, Clement Cabral, Nishtha Malik, Sahil Gupta
      Abstract: This study aims to propose a conceptual model that examines the role of ethical climate on work–family enrichment in the restaurant industry, which is one of the most vulnerable sectors affected by global crises such as the COVID-19 pandemic. The mediating effects of psychological attachment and psychological capital and the moderating effects of job autonomy were also investigated to enrich understanding of ethical climate and work–family enrichment. The conceptual model was evaluated by using a quantitative–qualitative mixed-methods approach. In Study 1, survey data was collected from a sample of 405 restaurant frontline employees and analyzed using partial least squares structural equation modeling. In Study 2, interviews were conducted with eight restaurant frontline employees and analyzed thematically. The data for Study 1 and Study 2 was collected from Jharkhand, a state in eastern India. The results of Study 1 show a direct relationship between ethical climate and work–family enrichment. The mediating effect of psychological attachment and psychological capital on that direct relationship was also established, whereas job autonomy was found to be a significant moderator that negatively affects psychological attachment and work–family enrichment. The qualitative insights in Study 2 shed additional light on the rationales of the effects observed in Study 1 through the voices of restaurant frontline employees whilst triangulating the quantitative findings in Study 1. This research contributes novel insights that explain how ethical climate positively shapes work–family enrichment through the lens of psychological attachment and psychological capital, albeit cautiously, given the negative effect of job autonomy. Nevertheless, this research remains limited to restaurant frontline employees, thereby necessitating future research in other service industries to improve the generalizability of its findings. This research offers a seminal extension of the direct effect of ethical climate on work–family enrichment (i.e. the “what”) by theorizing and validating the mediating (i.e. the “why”) and moderating (i.e. the “how”) effects of psychological attachment, psychological capital and job autonomy.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-08
      DOI: 10.1108/IJCHM-03-2022-0383
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Re-examining the roles of experience quality at festivals: a comparative
           analysis using SEM and fsQCA

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      Authors: Parmita Saha, Atanu Nath, Kokho (Jason) Sit
      Abstract: The purpose of this study is to reexamine the dimensionality and role of experience quality (EQ) to explain other related factors, namely, perceived value, satisfaction and behavioral intention. Using dual methodological approaches of fuzzy set qualitative comparative analysis (fsQCA) and structural equations modeling (SEM), it seeks to establish the EQ’s construct and predictive validity. Grounded in cross-sectional and online research design, the present study surveyed 881 attendees of an annual music festival (Malakoff) held in Norway and subjected the quantitative data to SEM and fsQCA. Both SEM and fsQCA confirmed the socializing and enjoyment dimensions of EQ, with good validity and reliability, as well as the functional and emotional value dimensions explaining visitors’ perceived value of attending a festival. Both statistical analyses also showed that perceived value-derived satisfaction leads to behavioral intention regarding festival visits. This study provides numerous valuable consequences for festival organizers, or marketers that can aid in developing effective strategies to measure visitors’ perceived quality of experience and numerous practical implications for festival organizers or marketers can help in developing effective strategies to measure visitors’ perceived quality of experience and then increase value perceptions, satisfaction and behavioral intentions toward attending festivals. To the best of the authors’ knowledge, this study is among the first to adopt a dual-dimensional framework to measure EQ in festivals and establish its utility with two statistical approaches (SEM and fsQCA). It also shows the utility of perceived value, initially developed for adventure tourists, to study visitors’ experience with festivals.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-08
      DOI: 10.1108/IJCHM-03-2022-0408
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Human–robot interactions in the restaurant setting: the role of social
           cognition, psychological ownership and anthropomorphism

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      Authors: Daniel Ruiz-Equihua, Jaime Romero, Sandra Maria Correia Loureiro, Murad Ali
      Abstract: The usage of robot waiters in the hospitality industry is growing, thus increasing the number of human–robot interactions in frontline services. Focusing on robot waiters in restaurants, this study aims to propose the social cognition (SC)–psychological ownership (PO)–customer responses (CR) model, while examining the association between SC, PO, robot anthropomorphism and CR. The hypotheses of this study are tested using a three-step mixed-method approach that includes partial least squares structural equation modeling (PLS-SEM), necessary condition analysis (NCA) and fuzzy-set qualitative comparative analysis (fsQCA). PLS-SEM demonstrates the mediating role of psychological ownership on the relationship between SC, customer attitudes regarding being attended by a robot and revisiting intentions. Robot anthropomorphism enhances the relationship between SC and psychological ownership. NCA indicates that SC and psychological ownership are necessary conditions for the presence of favorable attitudes and revisiting intentions. FsQCA suggests that different configurations of the antecedent conditions lead to better attitudes and revisiting intentions. Frontline hospitality robots need to be perceived as warm, competent, responsive and adaptable to customer requests to elicit positive responses. Managers should employ attractive robots displaying anthropomorphic features. Managers need to ensure that customers have some knowledge about robots before interacting with them. Managers should also consider customer heterogeneity and the context in which the robots will be deployed. Based on the psychological ownership theory, this paper analyzes the relationship between SC, psychological ownership and CR. Anthropomorphism moderates the relationship between SC and psychological ownership.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-07
      DOI: 10.1108/IJCHM-05-2022-0597
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The impact of product name on consumer responses to meat alternatives

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      Authors: Tian Ye, Anna S. Mattila, Shanshan Dai
      Abstract: With the recent surge of plant-based menu items, it is critical to understand how to effectively communicate such products to consumers. This study aims to examine the impact of various descriptive names on consumers’ responses to novel meat alternatives in China, one of the emerging yet unexplored markets. Two studies were conducted using a single factor ([descriptive name: “Renzao Rou [artificial meat]” vs “Sushi Rou [vegetarian/vegan meat]” vs “Zhiwu Rou” [plant-based meat]) between-subjects experimental design. Study 1 shows that “Sushi Rou” and “Zhiwu Rou,” triggering more positive name associations, led to higher future consumption intention than “Renzao Rou.” A qualitative analysis demonstrates the differences in the name associations. Study 2 replicates the naming effect and examines the role of specific product attributes. Perceived health, naturalness and novelty are the main drivers of favorable responses to “Zhiwu Rou” (vs “Renzao Rou”), whereas perceived health, taste and naturalness mediate the positive effect for “Sushi Rou” (vs “Renzao Rou”). Food service operators interested in introducing meat alternatives in China should carefully choose the product name to attract specific segments. International chains should consider cultural norms when expanding to emerging markets. To the best of the authors’ knowledge, this study is the first to reveal the product naming effect on meat alternative products from the perspective of marketing communications. It contributes to a deeper understanding of the underlying mechanism driving Chinese consumers’ responses.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-03
      DOI: 10.1108/IJCHM-01-2022-0066
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A behavioral economics approach to hospitality and tourism research

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      Authors: Haiyan Song, Gabrielle Lin
      Abstract: This study aims to critically evaluate hospitality and tourism demand research and introduce a behavioral economics approach to solve the problems faced by researchers. Current issues in hospitality and tourism demand analysis are identified through critical reflection, and a behavioral economics approach is adopted to develop a new conceptual framework. Four issues in hospitality and tourism studies are identified from the microeconomic theory and econometric modeling perspectives. The study’s demand framework provides both a theoretical underpinning and quantitative models to resolve the identified issues. With a focus on consumers’ cost–benefit assessments in light of individual differences and environmental factors, the authors’ conceptual framework represents a new effort to quantify hospitality and tourism demand at the disaggregate level with interactive multiple demand curve estimations. The study’s analytical framework for hospitality and tourism demand analysis is unique, and it fills the research gap. However, this research is still in the conceptual stage, and the authors leave it to future studies to empirically test the framework. The proposed demand framework at the disaggregate level will benefit both private and public sectors involved in hospitality and tourism businesses in terms of pricing, marketing and policymaking. The authors offer a new conceptual model that bridges the gap between aggregate and disaggregate hospitality and tourism demand analyses. Specifically, the authors identify research directions for future hospitality and tourism demand research involving individual tourists/consumers at the disaggregate level.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-03
      DOI: 10.1108/IJCHM-05-2022-0634
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Labor market transformation in the hospitality gig economy in a post
           pandemic era: impacts of institutional governance

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      Authors: Pearl M.C. Lin, Kang-Lin Peng, Wai Ching Wilson Au, Tom Baum
      Abstract: The COVID-19 pandemic has caused the food delivery sector to boom as people continue to rely on services provided by online catering platforms (OCPs). However, because of the nature of sharing economy employment, gig workers’ contributions went largely ignored until intervention from institutional governance. This study aims to explore the impacts of labor market transformation after the Chinese Government issued guidance to promote gig workers’ welfare as a focal case. Focus groups and the Delphi technique were used to explore associated impacts on OCPs and gig workers based on governance theory. Results show that institutional governance negatively affected OCPs’ operating cost structure but sustained gig workers’ welfare. The dual effects of market mechanism and institutional governance in the sharing economy are needed to be balanced for labor market transformation. Long-term equilibrium can be fulfilled, given the growing food-related demand for the market mechanism. Social reciprocity is expected to be realized through institutional governance for gig workers’ welfare. This study suggests that moving from market governance to stakeholder governance, as mediated by state governance, could transform gig workers’ labor structure in the gig economy. This study presents an integrated governance theory to enhance the epistemology of institutional governance.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-03
      DOI: 10.1108/IJCHM-12-2021-1531
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Dividend and investment decisions in asymmetric information environments:
           evidence from the restaurant industry

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      Authors: Jaehee Gim, SooCheong (Shawn) Jang
      Abstract: This study aims to examine how information asymmetry, which refers to an information gap between a firm’s management and its investors regarding the firm’s true value, influences firms’ dividend and investment decisions in the restaurant industry. This study also investigated the moderating role of a firm’s level of franchising in the relationship between information asymmetry and these behaviors of restaurant firms. This study used generalized method of moments panel regression analyses. Principal component analysis was also used to create a composite index of information symmetry. This study demonstrated that in asymmetric information environments, restaurant managers tend to reduce dividend payments. In addition, this study showed that information asymmetry leads to restaurant managers’ investment inefficiency. However, the investment inefficiency of the restaurant industry was found to decrease as restaurant firms’ level of franchising increases. Firms’ dividends and investment decisions are of great interest to investors because these decisions heavily influence investors’ wealth-maximization goals. By shedding light on the previously unrecognized determinants of dividend and investment behaviors in the restaurant industry, this study helps individual investors to make informed investing decisions. Conflicting arguments can be made regarding the impact of asymmetric information environments on the dividend and investment behaviors of restaurant firms. This study aimed to verify these as-yet unclear relationships in the restaurant industry.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-02
      DOI: 10.1108/IJCHM-01-2022-0087
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Effects of inertia and switching costs on customer retention: a study of
           budget hotels in China

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      Authors: Zhiyong Li, Mang Long, Songshan (Sam) Huang, Zhaohan Duan, Yingli Hu, Rui Cui
      Abstract: This paper aims to examine the effect of consumer inertia – a tendency to adhere to prior purchase decisions despite the existence of preferable alternatives – on the relationships between switching costs and customer retention, and explain the controversy within them in the context of budget hotels. An empirical test was conducted via structural equation modelling based on 337 self-administered questionnaires from customers at six of Chinese popular budget hotels. Consumer inertia was a significant mediator between switching costs and customer retention. Specifically, consumer inertia completely mediated the effects of financial switching costs on customer retention, but partially did between procedural switching costs and customer retention. By introducing consumer inertia, the explanatory power of customer retention improved significantly by 19%. This paper clarifies the effects of multiple dimensions of switching costs on customer retention via the mediating role of consumer inertia and partly addresses the inconsistency in the prior studies from an inertia perspective.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-01
      DOI: 10.1108/IJCHM-09-2021-1074
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Two decades of research on halal hospitality and tourism: a review and
           research agenda

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      Authors: Amr Al-Ansi, Hossein Olya, Heesup Han
      Abstract: This study aims to conduct a synopsis and overview of past research that discussed halal hospitality development and the halal travel market. An extensive systematic review of 108 articles within the hospitality and tourism domain from 2000 to 2021 that were extracted from the Web of Science and Scopus databases was exhaustively assessed. The results are visualised to determine the most thematic domains, contexts and concepts previously discussed. It also computed the contribution of journals, authors and affiliations in fostering the mobility of halal tourism studies. The study attempted to chart new directions and insights for future scholars and academics to expand the scope of halal literature in two ways. It articulated the implications and guidance themes emphasised in previous studies and identified new paths to abreast the contemporary issues of the hospitality and tourism industry, including sustainable consumption trends, community development, technology and smart practises, as well as potential threats and challenges such as islamophobia. In view of the fast growth of halal market studies, the direction and contribution of the previous literature produced limited discussions with certain theoretical concepts. This study advises new pathways in which halal tourism development can respond to contemporary issues in hospitality and tourism.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-11-01
      DOI: 10.1108/IJCHM-12-2021-1515
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Applying image recognition techniques to visual information mining in
           hospitality and tourism

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      Authors: Xianwei Liu, Juan Luis Nicolau, Rob Law, Chunhong Li
      Abstract: This study aims to provide a critical reflection of the application of image recognition techniques in visual information mining in hospitality and tourism. This study begins by reviewing the progress of image recognition and advantages of convolutional neural network-based image recognition models. Next, this study explains and exemplifies the mechanisms and functions of two relevant image recognition applications: object recognition and facial recognition. This study concludes by providing theoretical and practical implications and potential directions for future research. After this study presents different potential applications and compares the use of image recognition with traditional manual methods, the main findings of this critical reflection revolve around the feasibility of the described techniques. Knowledge on how to extract valuable visual information from large-scale user-generated photos to infer the online behavior of consumers and service providers and its influence on purchase decisions and firm performance is crucial to business practices in hospitality and tourism. Visual information plays a crucial role in online travel agencies and peer-to-peer accommodation platforms from the side of sellers and buyers. However, extant studies relied heavily on traditional manual identification with small samples and subjective judgment. With the development of deep learning and computer vision techniques, current studies were able to extract various types of visual information from large-scale datasets with high accuracy and efficiency. To the best of the authors’ knowledge, this study is the first to offer an outlook of image recognition techniques for mining visual information in hospitality and tourism.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-31
      DOI: 10.1108/IJCHM-03-2022-0362
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The well-being of gig workers in the sharing economy during COVID-19

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      Authors: Yanning Li, Shi (Tracy) Xu, Yitong Yu, Robert Meadows
      Abstract: The purpose of this study is to deepen our understanding of the well-being of transient organizations/groups and to use this to develop a novel conceptual framework of gig worker well-being during times of crisis. A qualitative approach was adopted combining in-depth semi-structured interviews and daily diaries. Twenty-two workers working in the sharing economy were recruited. Thematic analysis was conducted for the diary and interview data. The findings illustrate a complex picture of sharing economy workers’ four dimensions of well-being, including physical, subjective, psychological and social well-being. A number of the COVID-19 pandemic contexts, such as more time, restriction, economic recession and uncertainty, were seen to influence these workers’ well-being in different ways including both positive and negative impacts. The precarious nature of gig work within the sharing economy was also found influential, which includes flexibility, uncertainty, temporality and diversity. Furthermore, the specific contexts of the hospitality, tourism and event industry (such as labor-intensive, low esteem, self-value and purpose in life) had also impacted gig workers physical and psychological well-being in various ways. This study complements the gig workers’ view of the sharing economy by investigating their well-being during the COVID-19 pandemic. In addition, this study reveals the complex and various influences hospitality, tourism and events industry contexts made, amplified by the pandemic. Methodologically, the daily diary approach applied in this research has captured gig workers’ instant feelings and thoughts, which enriches the current understanding of gig workers’ well-being. From the findings and the newly developed conceptual framework, practical implications are proposed focusing on how the tourism, hospitality and event industries should look after their gig workers’ well-being in the COVID-ized environment. From the physical well-being perspective, businesses should consider partnering with gym operators to provide corporate packages or discounted membership to their gig workers. From psychological well-being perspective, a recognition system integrating gig workers would be useful to strengthen gig workers’ perception of value in their jobs. In addition, technology can be used to introduce more resources to their gig workers, particularly when distancing. A conceptual framework is developed, which captures the influence of both “internal” and “external” determinants of gig worker well-being during times of crisis. This research contributes to theory by developing a framework of well-being in the context of the sharing economy, as well as explicitly addressing how the uncertainty and precariousness of sharing economy work and the hospitality, tourism and event industry contexts relate to well-being. This model is likely to have applicability beyond COVID-19 as the pandemic made clear many existing challenges – rather than just simply creating new ones.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-28
      DOI: 10.1108/IJCHM-01-2022-0064
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Coffee and gastronomy: a potential ‘marriage’' The case of
           Vietnam

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      Authors: Oanh Thi Kim Vu, Abel Duarte Alonso, Wil Martens, Lan Do, Luong Ngoc Tran, Thanh Duc Tran, Trung Thanh Nguyen
      Abstract: The purpose of this study is to gain a more nuanced understanding of the relationship between a national product (coffee) and gastronomy. Moreover, incorporating the resource-based view of the firm framework, the importance of coffee is examined, as is the extent and potential to “marry” coffee and gastronomy into a tourism activity, and the need to develop such potential. Semi-structured, face-to-face and online interviews were used to gather the viewpoints of 79 chefs and coffee shop owners/managers operating in Vietnam, the world’s second-largest coffee producer and home to a vibrant coffee shop industry. The selected inductive analysis identified 11 dimensions, including “coffee infrastructure”, “coffee-based innovation”, “coffee-trigger” and “coffee resources”, emerged. These dimensions reveal a strong potential for a coffee and local gastronomy “marriage”. Furthermore, nine of the 11 dimensions provide direct guidance concerning the importance, the potential for “marriage”, coffee tourism development and what is needed to fulfil this potential. The study affords understanding of Vietnam’s coffee industry, in particular its resources, and how these can be leveraged to combine with the nation’s gastronomy and produce more fulfilling food and beverage experiences. Gastronomy, hospitality and tourism represent a well-defined partnership that can result in memorable consumer experiences. While the strength of this partnership is recognised, little is known about the potential to “marry” a national product such as coffee and local gastronomy. The study breaks new ground in this area and concludes with various theoretical and practical implications that contribute to more understanding of the coffee–gastronomy relationship.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-28
      DOI: 10.1108/IJCHM-04-2022-0440
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Effects of entrepreneurial orientation, marketing, and innovation
           capabilities, on market performance: the mediating effect of sustainable
           competitive advantage

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      Authors: Sayed Darwish Elgarhy, Mohamed Abou-Shouk
      Abstract: The purpose of this study is to examine the direct/indirect effects of sustainable competitive advantage (SCA) antecedents (entrepreneurial orientation, marketing capability, innovation capability and marketing innovation) on market performance (MP) in travel agencies. A survey was used for data collection randomly from 315 managers in travel agencies and structural equation modelling was used for testing research hypotheses. The findings of this study showed that SCA is a partial mediator between SCA antecedents and MP. SCA antecedents significantly improve the prediction of travel agencies’ MP. This study offers useful insights to managers, services providers and marketers of travel services who seek to achieve competitive positions and strengthen their marketing and innovation capabilities to support their survival in the travel supply chain in an accelerated technological changeable travel and tourism market. The literature review lacks an integrated model that investigates the effect of SCA and its antecedents on MP. The introduced research model provides a deep insight into the mediating role of SCA in improving business performance.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-28
      DOI: 10.1108/IJCHM-04-2022-0508
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Particulate matter source attribution and restaurant mitigation behavioral
           intentions: an application of attribution theory

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      Authors: Eunyoo Jang, Joanne Jung-Eun Yoo, Meehee Cho
      Abstract: As commercial cooking is known as a source that generates great concentrations of particulate matter (PM) emissions first accumulating in kitchens before spreading to dining areas, this study aims to explore how to improve restaurants’ efforts to reduce PM emissions by the application of attribution theory. Data were obtained from restaurant managers operating their business in South Korea, considered to be qualified to provide accurate information regarding the survey questions. A scenario-based experimental approach was used to test the hypothesized relationships. Cognitive and emotional risk judgements were assessed for its potential interaction effects on the relationships between restaurant perceptions of PM source attributions, preventions attitudes and mitigation behavioral intentions. Results revealed that perceptions of PM main sources were attributed to internal rather than external factors, which improved mitigation behavioral intentions. Such an effect was partially mediated through PM pollution prevention attitudes. Additionally, when applying external source attributions, PM mitigation behavioral intentions were improved by cognitive risk judgements, and PM prevention attitudes were enhanced by affective risk judgements. Results assist restaurants to better understand their operations that may be emitting significant levels of PM, thereby encouraging them to set more ambitious and effective PM mitigation operational guidelines for their employees and diners. This study provides a fundamental baseline of management perceptions regarding PM emissions related to restaurant mitigation behavioral intentions. Results are useful in designing appropriate communication strategies addressing restaurant PM pollution issues to improve internal restaurant practices regarding clean air quality.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-28
      DOI: 10.1108/IJCHM-05-2022-0632
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Investigating social risks of construction projects in historic tourism
           sites in urban districts of developing countries: social network analysis
           approach

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      Authors: Saba Jokar, Payam Shojaei, Kazem Askarifar, Arash Haqbin
      Abstract: Social risk management has recently come to the fore as a significant feature of project management. This prominence is particularly evident in urban construction projects that take place in cultural heritage and tourism historic sites. Accordingly, this study aims to adopt social network analysis (SNA) to investigate social risks in construction projects occurring in urban districts rife with historically and culturally significant tourism sites. The present study analyzed a real case study in Iran as an emergent economy and a developing country. Primarily, the study reviewed previous literature on social risks and relevant stakeholders. Next, the judgments of experts through the content validity ratio analysis confirmed 12 social risks and 9 key stakeholders. Finally, SNA is used to determine the relations between the social risks and stakeholders as well as the significance of each risk. The investigation demonstrated that the most important social risks in the construction projects of the case study are “Psychological disorders”, “Environmental pollution” and “Cultural conflicts”. The findings could help policymakers, urban planners and project managers in developing countries with a rich cultural heritage to reduce social risks and improve the efficiency of their projects. To the best of the authors’ knowledge, the present study is one of the first instances to investigate construction projects implemented in densely populated urban areas hosting cultural heritage and historic tourism sites.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-27
      DOI: 10.1108/IJCHM-03-2022-0282
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Artist residencies as specialist accommodation: cultural entrepreneurship
           during the COVID-19 pandemic

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      Authors: Konstantinos Andriotis, Pavlos Paraskevaidis
      Abstract: Artist residencies comprise a unique accommodation type and a form of cultural entrepreneurship which remains overlooked from a hospitality perspective. This exploratory study aims to examine the phenomenon of artist residencies as specialist accommodation, as well as their operators’ motives as cultural entrepreneurs during the COVID-19 pandemic. Creation theory is used to explore how artist residency operators create entrepreneurial opportunities. Asynchronous email interviews were conducted with 20 artist residency operators from 18 countries. Purposive sampling was used to select interviewees and thematic analysis to analyze the primary data. The results showed that with few exceptions, artist residencies address all criteria of specialist accommodation, and that social interactions among artists and operators are fundamental in running an artist residency. From a cultural entrepreneurship perspective, most of the operators declared that their priorities were to promote artistic creativity and cultural knowledge exchange, confirming the main elements of creation theory. Managerial implications are discussed to enhance the resilience of artist residencies and strengthen their financial viability, as well as to support them to overcome the devastating impacts of the COVID-19 pandemic. This study extends the hospitality literature by adding the artist residencies to the existing types of specialist accommodation. It also examines creation theory and concludes that artistic creativity and cultural networks are prominent in artist residency entrepreneurial activities.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-27
      DOI: 10.1108/IJCHM-10-2021-1261
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Structural networks and dyadic negotiations in tourism destination
           ecosystems

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      Authors: Håvard Ness, Jarle Aarstad, Sven Arne Haugland
      Abstract: This study aims to investigate how and to what extent structural network properties affect dyadic negotiation behavior in tourism destination ecosystems. Specifically, this study addresses negotiation behavior in terms of problem-solving and contending, because these two key strategies reflect the integrative and distributive aspects of dyadic interactions. This study relies on network data and dyadic survey data from nine mountain tourism destinations in Southeastern Norway. The structural network properties the authors research are triadic closure – the extent to which a dyad has common ties to other actors – and structural equivalence – the similarities in networking patterns that capture firms’ competition for similar resources. In addition, the authors also study a possible effect of relationship duration on negotiation behavior. Triadic closure and relationship duration have positive effects on problem-solving, and structural equivalence tends to decrease problem-solving, although the effect is inconsistent; none of these three independent variables was found to affect contending negotiation behavior. This study shows that a dyad’s structural network embeddedness has implications for negotiation behavior. Further research is encouraged to develop this theoretical perspective. This study is a pioneering investigation of how structural network properties affect dyadic negotiation behavior in ongoing coproducing relationships in real-world destination ecosystems.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-25
      DOI: 10.1108/IJCHM-03-2022-0309
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Environmental cognition and environmental performance in restaurants:
           roles of green supplier selection and joint actions

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      Authors: Soomin Shin, Meehee Cho
      Abstract: Although much empirical literature confirmed the foodservice industry’s significant impact on the environment, little scholarly attention has been paid to how restaurants can improve environmental performance. This study aimed to verify the impact of restaurant environmental cognition (EC) on environmental performance through green supplier selection (GSS) and joint actions (JAs). Using an online survey company, the questionnaire was distributed to restaurant owners/or managers who were qualified to provide accurate information regarding their operational practices. A total of 285 responses were included in the analysis. Confirmatory factor analysis was conducted to verify the validity and reliability of the measures. The SPSS PROCESS macro was used to test the hypothesized relationships. The study showed that EC has positive and direct effects on restaurant environmental performance (REP). Each mediator of GSS and JAs played a positive mediating role between EC and REP. GSS and JAs also played multiple positive mediating roles between EC and REP. This study revealed that a path mediating between EC and REP through GSS can be used to derive the most optimal results. This study focused on the importance of restaurant EC, which is a fundamental driver for restaurant environmental practices, but is overlooked in the relevant literature. The findings provide novel information that can be applied to operate green restaurants specifically through GSS and JAs. In particular, the present approach expands the existing knowledge on sustainable restaurant management by investigating EC from an organization perspective.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-25
      DOI: 10.1108/IJCHM-03-2022-0338
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Does perceived overqualification lead employees to further knowledge
           hiding' The role of relative deprivation and ego depletion

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      Authors: Murat Yeşiltaş, Hasan Evrim Arici, Ümit Sormaz
      Abstract: This study aims to examine how perceived overqualification (POQ) influences employee knowledge hiding (KH) behaviors. This study further investigates the mediating effect of relative deprivation (RD) and the moderating effect of ego depletion (ED), jointly leading to moderated-mediation analysis. Having used a time lag, a total of 850 hotel employees participated in Time 1, and data was gathered from 732 hotel employees in Time 2. Using PROCESS macro, a moderated-mediation analysis was performed to examine the hypothesized relationships. This study’s findings display that POQ has a positive impact on KH. Moreover, RD plays a mediating role and ED has a moderating role in the direct and indirect associations between POQ and KH. The findings suggest that hospitality and tourism (H&T) practitioners need to structure job positions, particularly job descriptions and specifications, by considering employee qualifications. They could encourage qualified employees to participate in the decision-making process which can increase the likelihood of their knowledge sharing and naturally limit KH behaviors. In addition to adding to the burgeoning literature on POQ in the H&T sector, this study advances research on the RD and ED theories by statistically analyzing the link between POQ and employee KH. By considering RD as a mediator, a better comprehension is provided concerning “how” POQ associates with employee KH. By introducing ED as a moderator, researchers could better understand “when” POQ significantly associates with employee KH.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-25
      DOI: 10.1108/IJCHM-11-2021-1392
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • How and when does leader humility promote followers’ proactive customer
           service performance'

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      Authors: Yan Peng, Jian Tian, Xing Zhou, Lunwen Wu
      Abstract: This study aims to examine how and when leader humility influences subordinates’ proactive customer service performance (PCSP). Drawing upon the conservation of resources theory, this study theorizes a moderated mediation model with relational energy as the mediator and person–supervisor fit (P-S fit) as the moderator. This study conducted a three-wave survey in 20 hotels in China, collecting 467 valid questionnaires from frontline employees and supervisors. Hierarchical regression analysis and the PROCESS procedure were adopted for data analyses. Leader humility can facilitate followers’ PCSP, and relational energy mediates this relationship. Furthermore, P-S fit amplifies leader humility’s direct influence on relational energy, as well as magnifies leader humility’s indirect effect on PCSP through relational energy. Companies need to be more concerned about selecting qualified candidates for management positions and fostering their humility via training, focus on employees’ relational energy and P-S fit and attempt to encourage PCSP in multiple ways. Research on PCSP has largely neglected the influence of leader humility, which has the potential to be particularly effective in today’s hospitality industry, characterized by high dynamics. This study extends the literature on PCSP by connecting it with leader humility. It also provides new insights into the mechanism and boundary condition from a relational and resource perspective.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-20
      DOI: 10.1108/IJCHM-03-2022-0369
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Smart hospitality: from smart cities and smart tourism towards agile
           business ecosystems in networked destinations

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      Authors: Dimitrios Buhalis, Peter O’Connor, Rosanna Leung
      Abstract: Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research. The research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems. This paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem. This study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-18
      DOI: 10.1108/IJCHM-04-2022-0497
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The effect of service failure severity on brand forgiveness: the
           moderating role of interpersonal attachment styles and thinking styles

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      Authors: Ibrahim Alnawas, Amr Al Khateeb, Allam Abu Farha, Nelson Oly Ndubisi
      Abstract: The purpose of this study is to examine the effect of service failure severity on brand forgiveness and to investigate the moderating effects of interpersonal attachment styles and thinking styles on the service failure severity–brand forgiveness relationship. The authors used retrospective experience sampling to collect the data and structural equation modeling (AMOS 24) to analyze 570 responses collected via an online survey. This study shows that the service failure severity–brand forgiveness relationship is not always negative, as different conditions may amplify or weaken it. Specifically, a secure attachment style and holistic thinking weaken the negative impact of service failure severity on brand forgiveness, whereas an anxious attachment style and analytic thinking negatively amplify the relationship. An avoidance attachment style did not appear to play a role. This study should help hotels fine-tune their segmentation, targeting and positioning efforts and may also help in implementing more focused recovery strategies. This study provides insights into the role of psychological traits in amplifying/reducing the negative impact of service failure severity on brand forgiveness, thus showing the importance of developing the psychological profiles of customers beyond demographic profiling. The emotional and cognitive typologies of consumers are key to understanding the dependence of forgiveness on service failure severity.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-17
      DOI: 10.1108/IJCHM-03-2022-0290
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A reflection of greenwashing practices in the hospitality industry: a
           scoping review

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      Authors: Salman Majeed, Woo Gon Kim
      Abstract: This review aims to put forth a conceptual understanding of greenwashing. It also identifies the antecedents and consequences of customer perceptions of greenwashing in the hospitality industry in the recent context, which has remained superficial and fragmented in previous studies. Published literature between the years 2000 and 2022 was examined, following the scoping review approach. After screening out irrelevant and duplicate literature, a total of 54 published literature items were considered. Despite a profound understanding of customer perceptions of greenwashing, the findings show that the majority of customer perceptions of greenwashing are determined by the green efforts of hotel operators, through means such as green knowledge sharing, green marketing, the disclosure of green information, resource conservation claims and environmental certification. Additionally, customer perceptions of greenwashing determine a variety of customer green behaviors where customer green attitude plays an intervening role. A benefit of the proposed conceptual model for hospitality stakeholders is that it aids in understanding customer suspicion regarding the legitimacy of hotel green practices. The conceptual model of this review, and a 2 × 3 matrix on hotel environmental performance and communication, provides a theoretical lens for scholars and practitioners in the hospitality industry to develop effective green strategies and practices, reducing customer perceptions of greenwashing while positively influencing customer green behavior. This review presents a launching platform from which research on greenwashing in the hospitality industry can skyrocket. In previous studies, the conceptual understanding of greenwashing in hospitality has remained inconsistent, shallow and mixed. This review identifies the different and previously deeply underexplored antecedents and consequences of customer perceptions of greenwashing and presents them in a conceptual model.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-17
      DOI: 10.1108/IJCHM-04-2022-0495
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Fostering customer loyalty across countries in hospitality and tourism: a
           meta-analysis of cultural values as moderators

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      Authors: Xiaoxiao Qi, Da Shi, Zixuan Huang, Wen Chang
      Abstract: This study aims to meta-analyze the moderating roles of Hofstede’s four cultural values in the antecedent–tourist loyalty link. Based on 35 independent studies, a meta-regression was conducted to determine whether the heterogeneity of 11 antecedent–tourist loyalty relationships could be explained by four dimensions of Hofstede’s cultural values. Furthermore, this study tested how these relationships were contingent on each cultural value dimension, reinforced by robustness tests involving subgroup analyses. The intensity of all associations significantly varied by at least one cultural value dimension, namely, power distance, individualism, masculinity or uncertainty avoidance. This meta-analytic study enriches the relevant literature by referring to a large, diverse sample to enhance the robustness of the moderating role of tourists’ national culture in loyalty formation and revealing the moderating effect of national culture in 11 antecedent–tourist loyalty links more than in extant literature. For the body of knowledge of culture-moderated tourist loyalty formation, to the best of the authors’ knowledge, this study is the pioneering meta-analytic effort. It also first offers an original contribution to moderator analysis meta-analytic studies of tourist loyalty by identifying a new moderator, i.e. national culture.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-17
      DOI: 10.1108/IJCHM-04-2022-0496
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Examining tour guide humor as a driver of tourists’ positive word of
           mouth: a comprehensive mediation model

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      Authors: Tianyu Fu, Shuhao Li, Jie XU, Min Liu, Guofu Chen
      Abstract: Tour guides often use humor to entertain tourists, but the process of tour guide humor (TGH) affecting tourists’ positive word of mouth (PWOM) remains unclear. To fill the gap, this study aims to investigate how TGH enhances tourists’ PWOM through perceived relationship investment, perceived wellness value and trust in tour guides. A comprehensive mediation model was proposed based on social exchange theory (SET). Data were obtained from 335 tour group tourists and analyzed using structural equation modeling. Results present that TGH positively predicts tourists’ PWOM. Perceived relationship investment, perceived wellness value and trust in tour guides not only play mediating roles between TGH and tourists’ PWOM, respectively, but also jointly provide two sequential mediation paths (TGH → perceived relationship investment → trust in tour guides → tourists’ PWOM and TGH → perceived wellness value → trust in tour guides → tourists’ PWOM). The findings have practical value for tour guides and travel agencies to use TGH to improve tourists’ PWOM. The major contribution is that a reciprocity-based framework rooted in SET was proposed to parse the complex process of TGH promoting tourists’ PWOM. Furthermore, this study enriches current knowledge by confirming that perceived wellness value is not only available in wellness tourism but can be experienced from TGH in mass tourism.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-14
      DOI: 10.1108/IJCHM-05-2022-0587
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Linking organizational exploitation to extra-role behaviors: a
           conservation of resources perspective

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      Authors: Xuan-Mei Cheng, Yijing Lyu, Yijiao Ye
      Abstract: Drawing on conservation of resources (COR) theory, this study aims to explore how perceived organizational exploitation affects hospitality employees’ extra-role customer service behaviors by investigating the mediating role of depressed mood at work and the moderating role of reappraisal. This study tested all of the hypotheses using multilevel path analyses with a sample of 340 supervisor–subordinate dyads. The results show that perceived organizational exploitation is indirectly associated with hospitality employees’ extra-role customer service through depressed mood at work and that employees’ reappraisal may help mitigate the negative effect of organizational exploitation. First, policies and rules should be established in advance to prevent organizational exploitation. Second, we suggest that hospitality organizations should pay special attention to employees who have low levels of reappraisal, and reappraisal training could be provided to enhance their emotion regulation skills. Third, hospitality organizations could nurture a healthy and supportive emotional climate to create positive emotions in the workplace, in case that depressed mood at work contributes to employees’ extra-role behaviors. First, the authors go beyond previous studies to focus on a new behavioral outcome of perceived organizational exploitation, i.e. extra-role customer service. Second, it applies a new perspective of COR theory to determine the underlying mechanism of perceived organizational exploitation. Third, to the best of the authors’ knowledge, this study is one of the first to explore the boundary conditions under which the destructive effects of perceived organizational exploitation can be mitigated.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-14
      DOI: 10.1108/IJCHM-11-2021-1373
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Risk or benefit' Economic and sociocultural impact of P2P
           accommodation on community resilience, consumer perception and behavioral
           intention

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      Authors: Hhye Won Shin, Sungsik Yoon, Shinyong Jung, Alei Fan
      Abstract: Drawing on the social exchange theory, stakeholder theory and extended theory of reasoned action, this study aims to investigate how consumers view the economic and sociocultural impacts (benefits/costs) of peer-to-peer (P2P) accommodations on the local community’s resilience and how consumers form behavioral intentions toward P2P accommodation as a part of sustainable tourism behavior. With data from a survey of 300 consumers who have previously used P2P accommodation, the authors performed partial least squares-structural equation modeling to test the proposed model and hypotheses. The current study reveals the significant impact of the sociocultural benefits of P2P accommodations on consumers’ perceived community resilience, while economic benefits have a non-significant impact on perceived community resilience. Moreover, neither the sociocultural nor economic costs of P2P accommodation significantly reduce consumers’ perceived community resilience. Furthermore, the authors found significant positive relationships among perceived community resilience, attitude, subjective norm, personal norm and behavioral intentions. P2P accommodation platforms can leverage these research findings and contribute to the community resilience and help community residents by establishing strategic collaboration with various stakeholders (e.g. governments, destination marketing organizations and non-profit organizations) for the community’s sustainable development. This study systematically investigates the role of P2P accommodation in achieving community resilience by categorizing the impacts of P2P accommodation into economic and sociocultural benefits/costs.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-14
      DOI: 10.1108/IJCHM-12-2021-1561
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Why do hotels go green' Understanding TripAdvisor GreenLeaders
           participation

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      Authors: Yang Yang, Lan Jiang, Yawei Wang
      Abstract: More hotels are beginning to embrace green practices given increasing awareness of sustainable development. The purpose of this study is to examine factors contributing to hotels’ participation in TripAdvisor’s GreenLeaders program. Based on a sample of 48,064 hotels from 328 destinations in 29 countries, the authors leverage a multi-level logit model to examine antecedents of GreenLeaders participation. A multi-level ordered logit model is then estimated to uncover factors influencing the ranking of this participation. Empirical results indicate that hotels with a larger size, a higher class, a better online reputation, greater reliance on business travelers, fewer neighboring hotels and a more long-term-oriented culture are more apt to join the program. Online reputation factors, hotel size and the number of neighboring hotels explain GreenLeaders hotels’ rankings. A series of robustness checks reinforces the results. The results shed light on green program design and promotion. These findings can help hotel practitioners identify ideal target markets and better use their organizational resources to establish green programs. Several strategies can be implemented to promote hotels’ commitment to sustainability and to encourage guests’ awareness of and involvement in green practices. This study enriches knowledge of sustainable hospitality and tourism. The findings of this study also address corporate social responsibility by analyzing factors that can promote and inhibit GreenLeaders program participation. Further, as a complement to hotel- and location-specific factors, the authors scrutinize the effects of cultural features in shaping green strategies.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-13
      DOI: 10.1108/IJCHM-02-2022-0252
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Modeling tourists’ preference between hotels and peer-to-peer (P2P)
           sharing accommodation: a pre- and post-COVID-19 comparison

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      Authors: Shun Ye, Sut Ieng Lei, Xiaoyou Zhao, Lin Zhu, Rob Law
      Abstract: With the rapid development of sharing economy, travelers are facing choices between conventional hotels and the peer-to-peer sharing accommodation in urban tourism. The purpose of this study is to examine how travelers form their preferences in such choice situations and whether/how their preference formation mode would change with the COVID-19 pandemic. A relative preference model was constructed and estimated for both domestic and outbound tourists, based on two waves of survey data collected before and after the COVID-19. The results of this study were compared to derive the evolution of preference formation patterns. A set of 15 key value attributes and personal traits was identified, together with their differential effects with the pandemic. Their divergent effects between domestic and outbound trips were also delineated. Based on these findings, the competitive edges and advantageous market profiles were depicted for both hotel and sharing accommodation sectors. This study contributes to the knowledge of tourists’ preference between accommodation types and adds empirical evidences to the impact of the pandemic on tourist behavior patterns. Both hotel and sharing accommodation practitioners can benefit from the findings to enhance their competitiveness.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-13
      DOI: 10.1108/IJCHM-12-2021-1556
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Customer responses to the Airbnb platform: the role of Airbnb experience
           and memorability

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      Authors: Jing Li, Kevin Kam Fung So, Simon Hudson
      Abstract: Guided by memory-dominant logic, this study aims to examine how Airbnb experiences (i.e. home benefits, social interaction and authenticity) lead to memorability, which subsequently results in platform attachment and loyalty. The mediating role of memorability and the moderating role of arousal in forming platform loyalty were also investigated. A quantitative method was adopted including the use of a national survey with US travelers who had an Airbnb accommodation experience in the past six months. Data were collected from a representative sample generated from the Qualtrics consumer panel using an online self-administered survey. Results suggested that Airbnb experiences have a positive impact on memorability, which leads to platform attachment and loyalty. The findings further supported the full mediation. The results also revealed a moderating role of arousal in influencing the relationship between social interaction and memorability. This study contributes to the literature by investigating the role of Airbnb experiences and memorability in influencing customer responses to the Airbnb platform. This study also provides a holistic understanding of how platform attachment and loyalty develop through the mechanism of memorability. Given the continuous competition from hotels, Airbnb providers should continue to improve critical Airbnb attributes and balance its hedonic and functional values. The moderating role of arousal suggests that Airbnb could maintain a virtual community or a social platform where guests can interact with hosts or the locals before, during and after Airbnb experiences. The findings provide a holistic understanding of the experiences with insight into the new business model of the sharing economy.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-11
      DOI: 10.1108/IJCHM-07-2022-0821
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A systematic review of trust in sharing accommodation: progress and
           prospects from the multistakeholder perspective

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      Authors: Xiaoxiao Song, Huimin Gu, Yunpeng Li, Weijiao Ye
      Abstract: Trust has emerged as a crucial research topic in the sharing economy. However, scholarship on trust in sharing accommodation remains limited. By using stakeholder theory, this study aims to provide a systematic framework for integrating trust among multiple stakeholders and identify potential knowledge gaps and future research directions for trust in sharing accommodation. The authors select papers using a combination of multiple keywords from EBSCOhost and Web of Science. The analysis includes 172 journal papers published between 2011 and 2021. The authors conduct a systematic review through thematic content analysis, and each paper is analyzed using manual coding. The analysis shows that key stakeholders for trust building in sharing accommodation include consumers, hosts, platforms, residents and governments, with most studies focusing on the consumer perspective. The study integrates various trust antecedents and outcomes from the above multistakeholder. Second, this study summarizes the most commonly used theories, and more diversified theories could be applied to future research. Third, this study finds that most studies use quantitative methods, and researchers should introduce more integrated methodologies such as machine learning on a large scale. Furthermore, the current research disciplinary paradigm should be extended to multidisciplinary and interdisciplinary approaches to promote innovation in trust research. Finally, the COVID-19 pandemic has brought both challenges and opportunities to industry as well as researchers, and more institutional rather than commercial perspectives need to be addressed. The study contributes to the trust and the sharing economy literature by providing a systematic framework for integrating trust from multistakeholder perspectives. The study also points out several future research directions by combining micro and macro multistakeholder perspectives, identifying more diversified theories and methodologies and specifying multidisciplinary and interdisciplinary approaches. The study advances knowledge by providing a systematic framework for integrating trust among multiple stakeholders and proposing future research directions for trust in sharing accommodation.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-11
      DOI: 10.1108/IJCHM-12-2021-1555
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Managers’ attitudes toward employees with depression and organizational
           citizenship behaviors in the hospitality industry: assessing the mediating
           role of personality

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      Authors: Valentini Kalargyrou, Vidya Sundar, Shiva Jahani
      Abstract: This study aims to examine the individual and contextual predictors of managerial attitudes toward employees with chronic depression (EwCD) in the hospitality and tourism field, the relationship between managerial attitudes toward EwCD and levels of organizational citizenship behavior, and the mediating role of personality in this relationship. Empirical data were collected through an online survey of 305 managers working in the hospitality and tourism industry in the USA. SmartPLS 3 software was used to conduct a partial least squares-structural equation modeling analysis. Organizational and individual characteristics of managers, such as pressure to be productive in the workplace, previous experience with depression, levels of anxiety and personality characteristics, are strong predictors of attitudes toward employees with depression. Personality mediates the effect of managers’ attitudes toward organizational citizenship behavior. The study provided support that managers who have experienced depression are more understanding of the needs of EwCD and, consequently, can reduce related stigma in the workplace. Likewise, open and agreeable managers who do not feel the constant pressure to showcase high performance and who score low on anxiety and high on organizational citizenship behavior can create a safe working environment free from prejudice and discrimination toward EwCD. Examining depression in the hospitality and tourism industry becomes even more critical as mental health issues are increasing in the workplace. This research contributes to the hospitality and tourism literature, which seldom investigates managerial perspectives of mental illness and sheds light on the desirable managerial personality traits necessary for creating an inclusive workplace.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-10
      DOI: 10.1108/IJCHM-01-2022-0082
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • An exploratory investigation of technology-assisted dining experiences
           from the consumer perspective

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      Authors: Qiushi Gu, Minglong Li, Songshan (Sam) Huang
      Abstract: The use of modern technologies in restaurants has become a trend. For food and beverage services, embracing new technologies helps solve the dilemmas of increasing labor costs and the high level of staff turnover in the industry. However, knowledge regarding how consumers perceive and evaluate technology-assisted dining experiences (TADEs) is limited. This study aims to conceptualize and operationalize TADEs while considering increasing technological applications in restaurants. This study conducted in-depth interviews with 71 restaurant consumers in Nanjing and Wuhan, China. Following the interviews, this study carried out a survey and identified the factor structure of TADEs. The in-depth interviews identified 26 attributes of TADEs. An analysis of the survey data identified four important aspects (with 21 items) of TADEs, namely, novelty and fashion, convenience, high efficiency and restrictions and possible risks. Hospitality managers can implement the suggested measures for dining service design and technology management to improve the experiences of customers. These findings have theoretical implications for the new phenomenon of technology-integrated dining, the application of technology and consumer management in the catering industry.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-10
      DOI: 10.1108/IJCHM-02-2022-0214
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The importance of knowledge management in gastronomy: a chef’s future
           career, the next generations of chefs and trends

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      Authors: Alessandro Bressan, Abel Duarte Alonso, Oanh Thi Kim Vu, Luong Ngoc Tran, Thanh Duc Tran
      Abstract: The purpose of this study is to shed new light on empirical and conceptual aspects related to chefs’ careers and the hospitality sector. The study examines how the future of the chef’s profession is perceived, how future generations of chefs could be developed and the main emerging trends within the chef’s scene. Semi-structured, face-to-face, online and telephone interviews were conducted with 34 chefs operating in Australia and 35 in Vietnam. The findings reveal ten dimensions that strongly adhere to knowledge management (KM) and the notions of the knowledge-based view of the firm. In addition, numerous differences in how the two groups perceived aspects of their careers transpire. Based on these findings, a conceptual framework was developed, with important theoretical and practical implications. The importance of KM through talent development, mentoring, creating a learning environment and enhancing problem-solving skills is highlighted. While scholarly works emphasise chefs’ value, importance and contributions, little is known about the links between their careers and KM. Furthermore, almost no study has compared chefs across geographic/cultural domains. The study addresses these research gaps and contributes to the conceptual understanding of KM within the chefs’ domain.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-10
      DOI: 10.1108/IJCHM-03-2022-0391
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Supervisor incivility and turnover intention of the employees in the
           hospitality industry of China

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      Authors: Jie Yin, Yingchao Ji, Yensen Ni
      Abstract: As supervisor incivility and its negative effect may impact employees’ psychological health and even the sustainable development of hospitality enterprises, this study aims to explore the channels through which it affects employee turnover intention in China’s hospitality industry and suggest possible mitigation measures. This study adopted exploratory factor analysis, measurement model analysis and the mediation and moderation model and used SPSS and PROCESS for the analysis. This study found that the impact of supervisor incivility on the employees’ turnover intention would be through employees’ ego depletion and revealed that organizational support would alleviate such a negative effect. However, organizational support might not mitigate the impact of supervisor incivility on the employees’ ego depletion, which is inconsistent with previous studies. This study inferred that organizational support might be somewhat related to organizational pressure, thereby enhancing the impact of supervisor incivility on the employees’ ego depletion. This study not only enriches incivility literature but also suggests new insights into the mixed role of organizational support. Unlike previous studies that mainly focused on workplace pressure from colleagues or customers, this study broadens our understanding of the employees’ turnover intention affected by supervisors’ workplace incivility and the mixed role of organizational support.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-10
      DOI: 10.1108/IJCHM-10-2021-1302
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Tangible and intangible hotel in-room amenities in shaping customer
           experience and the consequences in the with-corona era

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      Authors: Jinkyung Jenny Kim, Jin-Soo Lee, Heesup Han
      Abstract: This study aims to draw on customer experience theory to shed light on how hotel in-room amenities foster customer experience, which continues to form brand attitude and loyalty before and during the pandemic. Also, this study assesses the impact of the pandemic in the relationships among proposed constructs on the basis of risk perception theory. A quantitative approach was deployed using a total of 379 responses, for evaluating the measurement model through confirmatory factor analysis and testing proposed hypotheses through structural equation modeling. The findings provide initial support for the predictions, except for the influence of brand attitude on brand loyalty before the pandemic. Particularly, the analysis results observe that the effect of tangible amenities on customer experience was stronger before the COVID-19, whereas the impact of intangible amenities on customer experience is greater during the pandemic. Furthermore, the results validate the significant moderating influence of the COVID-19 pandemic in the path between customer experience and brand loyalty. This present study guides hotel professionals to be more effective in the management of appropriate in-room amenity to create a satisfactory customer experience, which contributes to brand loyalty in the with-corona era. The study differs from earlier studies in that it investigates how the pandemic changes the role of hotel in-room amenities on customer experience, which, in turn, increases brand attitude and brand loyalty for the first time.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-06
      DOI: 10.1108/IJCHM-01-2022-0014
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Can inconsistent media coverage increase hotel survival' The bright
           side of controversy

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      Authors: Kai-Qi Yuan, Hui Li, Sai Liang, Qian-Xia Chen
      Abstract: The impact of a mixture of positive and negative media coverage on long-run hotel survival remains unknown. This paper aims to investigate how the mixed positive and negative media coverage, namely, inconsistent media coverage, influences long-run hotel survival. A yearly panel data set covering 792 news-reported hotels in Guangdong province of China, over the period 2010–2020, is analyzed using an inconsistency analysis framework consisting of text mining and survival analysis. The estimates of exponential models on the same observations and Cox estimates on alternative observations are used for robustness checks. The inconsistency calculation method proposed here can measure the controversy degree well. There exists a U-shaped relationship between inconsistency of media coverage and hotel longevity, and hotel survival is significantly reduced only when the degree of inconsistency is within the range of 17.8%–53.6%. The U-shaped relationship is moderated by negative hotel image and by online media coverage on hotel operation strategy topics. This study provides suggestions for hotel managers to use media coverage inconsistency to increase long-run hotel survival in the digital era. To the best of the authors’ knowledge, this paper is one of the first to investigate long-run hotel survival factors from the perspective of media coverage inconsistency. It also proposes a method to calculate the degree of media coverage controversy, which helps to quantify the relationship between the degree of inconsistency and hotel survival.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-06
      DOI: 10.1108/IJCHM-02-2022-0179
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Outcomes of servant leadership among flight attendants: test of parallel
           and serial multiple mediating effects

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      Authors: Taegoo Terry Kim, Osman M. Karatepe
      Abstract: This paper aims to examine the parallel and serial multiple mediating effects of job insecurity (JIS) and occupational self-efficacy (OSE) in the association between servant leadership and work engagement (WENG). Data collected from 296 flight attendants in Korea were tapped to assess the study hypotheses. The linkages were tested via structural equation modeling. The phantom variable was used to estimate the parallel and serial indirect impacts of JIS and OSE. Servant leadership fosters OSE and WENG, while it alleviates JIS. Both JIS and OSE parallelly mediate the effect of servant leadership on WENG. Contrary to what has been hypothesized, the findings lend no credence to the serial multiple mediating impact. Management should pay utmost attention to the promotion of employees to supervisory positions based on “stringent selection and hiring of people.” Flight attendants high on WENG should have job security. This is important because such employees exhibit good performance at work. Management should also organize training programs that would enhance flight attendants’ OSE. This paper contributes to the relevant knowledge base by relating servant leadership to flight attendants’ WENG through JIS and OSE. Because of the number of rising disengaged service workers across the globe, this study also gauges the factors influencing flight attendants’ WENG and reports whether servant leadership, JIS and OSE influence their WENG at the same time. Unlike the preponderance of the empirical pieces, this study contributes to the literature by assessing the indirect effect of servant leadership on WENG via JIS and OSE as the parallel and serial multiple mediators using the phantom variable.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-05
      DOI: 10.1108/IJCHM-02-2022-0156
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Professional identity, passion and career change during the pandemic:
           comparing nascent and experienced hospitality professionals

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      Authors: Chun-Chu (Bamboo) Chen, Frank C. Tsai, Hsiangting Shatina Chen
      Abstract: Given that the recovery of the hospitality industry is hampered by worker shortages resulting from the loss of talents during the ongoing pandemic, the purpose of this study is to examine how professional identity affects hospitality employees’ psychological responses to the COVID-19 crisis and their intentions to leave the industry. This study sample consisted of 1,188 US hospitality employees. The cross-sectional data were analyzed using partial least square structural equation modeling, analysis of variance and multigroup analysis. A double-barreled effect of professional identity on career change intention was identified. Hospitality employees possessing a stronger professional identity were found to be more passionate and satisfied with their careers and less likely to switch to other industries. However, these individuals also feel more distressed by the pandemic crisis, which is associated with a heightened level of career change intentions. The findings of this study confirm the importance of identity building as a means of sustaining the hospitality workforce. As nascent professionals possess a weaker identity and stronger intention to leave the industry, immediate attention should be paid to these individuals. This study expands the knowledge surrounding the influences of hospitality professional identity as it exerts a double-barreled effect on career change intention. Further insights regarding how hospitality employees at various career stages respond differently to the COVID-19 crisis are uncovered by examining the moderating effects of industry experience.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-05
      DOI: 10.1108/IJCHM-02-2022-0264
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A holistic assessment of eWOM management effectiveness with agent-based
           modeling

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      Authors: Ye Zhang, Jie Gao, Anil Bilgihan, Melanie Lorenz
      Abstract: Hospitality businesses have been challenged to pick fitting electronic word-of-mouth (eWOM) management strategies, yet accurate return on investment assessments and contextual contingencies interpretation essential for leveraging eWOM power are largely absent. This study aims to fill these gaps and develop a tool aiming at more holistic and accurate eWOM management assessment. An agent-based model is developed based on eWOM-related hospitality/business theories and empirical evidence on the NetLogo 6.0.2 platform, wherein a series of simulated experiments are conducted. Simulation patterns suggest that conformity to the majority’s choice of eWOM usage can be beneficial for consumption satisfaction, yet conformity to a group’s eWOM posting choice can compromise satisfaction. Compared to the brief reputation-boosting benefit of exaggerated advertising, honesty in advertising is preferable given its compatibility with competing eWOM distribution and long-term reputation benefits. A preliminary tool is developed for hospitality businesses that aids the clearer interpretation of and more accurate/cost-efficient assessment of effectiveness in managing eWOM distribution. Generic directions for improved eWOM management are also provided. A prototype model is established that surpasses existing models in its ability to capture the complexity of eWOM management and more accurately assess management effectiveness. The authors also reveal emerging novel patterns concerning the interactive dynamics of eWOM behaviors and contextual influences. The research also adds to the scarce agent-based model applications in hospitality research/practices and recommends future potential applications.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-10-03
      DOI: 10.1108/IJCHM-01-2022-0106
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Research on the relationship between wellness tourism experiencescape and
           revisit intention: a chain mediation model

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      Authors: Kaung-Hwa Chen, Leo Huang, Ying Ye
      Abstract: This study aims to construct a scale for measuring the spa hotel experiencescape in wellness tourism, clarify the mechanism through which wellness tourism experiencescape influences revisit intention and investigate the mediation roles of authenticity, memorability and organizational identification. This study conducted content analysis of interviews, online reviews and relevant articles and used the concept of experiencescape to interpret spa hotels’ experiential environment. The stimulus–organism–response (SOR) model was used as the basis for introducing authenticity, memorability, organizational identification and revisit intention to investigate how wellness tourism experiencescape affects tourists’ behavior. In total, 488 valid questionnaires were collected at Taiwanese spa hotel clusters. Four factors of spa hotel experiencescape were identified: health promotion treats, mental learning, unique travel experience and healthy diet. Existential authenticity–memorability and existential authenticity–organizational identification exerted full positive mediation effects in the relationship between wellness tourism experiencescape and revisit intention. This study provides guidance on experience design for spa hotels. It promotes the consideration of existential authenticity in wellness tourism design. The COVID-19 pandemic has raised awareness of wellness, drastically increasing the potential of the wellness tourism market. This study investigated the construction of wellness tourism experiencescape and its influence, and the findings can facilitate post-pandemic restoration of the wellness tourism industry. On the basis of SOR model, a chain mediation model was proposed to reveal the influence of wellness tourism experiencescape on revisit intention. Existential authenticity was discovered to play a crucial role in the relationship between wellness tourism experiencescape and revisit intention, which suggests that existential authenticity should be considered during service design and in marketing strategies for wellness tourism.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-30
      DOI: 10.1108/IJCHM-01-2022-0050
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Social CRM: linking the dots of customer service and customer loyalty
           during COVID-19 in the hotel industry

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      Authors: Anam Afaq, Loveleen Gaur, Gurmeet Singh
      Abstract: Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging customers on social media (SM) platforms. Accordingly, this study aims to assess the effect of SCRM on customer service and customer loyalty (CL) in the hotel industry. This study also explores the moderating effect of COVID-19 (EC) on the relationship between (customer engagement [CE] and improved customer service [ICS]) and (CE and trust [TR]). This study develops and tests the SCRM model using structural equation modelling on a sample size of 214 responses. The questionnaire was administered online to the customers of five preselected global hotel chains. The criteria for selecting the participants were that they must have tweeted from their Twitter handle by using # (hashtag) hotel name to resolve any customer service issues. Results denote that CE significantly impacts ICS. CE was also found to exert a substantial effect on TR. The moderating EC was also found to be significant, but the effect was weak. Although the customers were extensively impacted by the pandemic and were initially hesitant to visit hotels, SCRM proved to be a powerful tool to gain back customer trust (CT) and develop CL by upsurging the shadows of COVID-19. This study suggests that viable enforcement of the SCRM system can assist in real-time monitoring and tracking of customers' activities. This can develop a more profound connection with customers through CE which can boost the co-innovation process. This study denotes a pioneer attempt to investigate the relationships between SCRM, CE, CT, ICS, CL and COVID-19 in the same framework in a SM context.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-30
      DOI: 10.1108/IJCHM-04-2022-0428
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The past of tourist behaviour in hospitality and tourism in difficult
           times: a systematic review of literature (1978–2020)

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      Authors: Kadir Çakar, Şehmus Aykol
      Abstract: The purpose of this study is to fill a gap in literature with a meta-analysis of previous studies assessing the decision-making processes of travellers when choosing holiday destinations in times of crisis. This study presents here an abductive analysis of the findings of 737 peer-reviewed studies published in leading hospitality and tourism journals between 1978 and 2020. The studies in question concentrate on tourist typologies and behaviours when making destination choices in times of crisis, and the garnered data was subjected to a computer-aided data analysis adopting a thematic analysis technique, making use of Leximancer software. The data was subjected to a thematic analysis and clustered under five main categories based on the distribution of articles by publication year, research topic, author contributions, articles by journal and articles by country (e.g. tourist typology, travellers’ decision-making, holiday decision-making, tourist decision-making, destination choice, traveller behaviour and vacation decision-making). The limitations of this study include its inclusion only of articles listed in the SCOPUS, Web of Science and ScienceDirect databases. This study makes a critical assessment of the current gaps in literature and proposes questions to be raised in future studies. This study proposes several topics for future investigation that are considered necessary to close crucial gaps in our understanding of the tourism sector’s response to behavioural trends. The authors’ intention in this regard is to increase the scholarly awareness of decision-making models relevant to destination choice by linking tourist typologies and the behaviour exhibited before, during and after crises.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-30
      DOI: 10.1108/IJCHM-12-2021-1475
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Platform-centric vs. multi-party service failure: an examination of
           consumers’ negative word of mouth about sharing economy platforms

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      Authors: Laurie Wu, Stephanie Q. Liu, Shihan (David) Ma, Lydia Hanks
      Abstract: This paper aims to identify platform-centric versus multiparty service failure on sharing economy platforms via topic modeling analysis of consumers’ negative online reviews. The authors also sought to understand consumers’ reactions to these experiences by detecting negative discrete emotions. The authors then contrasted consumers’ responses to platform-centric and multiparty service failure through the theoretical lens of failure controllability. The authors used a large-scale data set containing more than 81,000 negative app reviews on eight representative hospitality and tourism sharing economy platforms. Topic modeling coupled with emotion detection algorithms revealed 11 themes reflecting diverse forms of platform-centric versus multiparty service failure and their associations with negative discrete emotions based on regression analysis. The 11 themes reflecting diverse forms of platform-centric versus multiparty service failure were as follows: app glitch, customer service, locating and pooling, account issues, transaction, offer redemption, interface challenges, intermediary inaction, service lateness and cancellation, incorrect order and fee structure. The analysis suggests that platform-centric service failure is more likely than multiparty service failure to elicit negative discrete emotions. The research enriches the understanding of platform-related service failure beyond dyadic service interaction. In particular, the authors bring to light two forms of platform-related service failure that warrant scholarly attention: platform-centric versus multiparty service failure. By uncovering the distinct negative emotional associations of platform-centric versus multiparty service failure, the research adds novel empirical evidence to the service failure literature and the relevant attribution theory. Findings offer long-term implications for the sustainable development of sharing economies and platform businesses in contemporary hospitality.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-30
      DOI: 10.1108/IJCHM-12-2021-1559
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Killing the service fire: leader aggressive humour undermines hospitality
           employees’ proactive customer service performance

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      Authors: Zhuanzhuan Sun, Yanzhen He, Xiao-Xiao Liu, Yijiao Ye
      Abstract: Drawing on research on organisation-based self-esteem (OBSE) and self-consistency theory, this study aims to investigate whether, how and when leader aggressive humour (LAH) impacts hospitality employees’ proactive customer service performance (PCSP). A total of 294 supervisor–employee dyads from eight hotels in China participated in the survey. The data were analysed by hierarchical multiple regression and PROCESS macro in SPSS. LAH undermines hospitality employees’ PCSP by threatening their OBSE, and this effect is significant only for highly entitled employees. Organisations could improve leaders’ awareness of the dark side of aggressive humour, especially for those who supervise highly entitled employees. Organisations could also cultivate positive leader–member relationships to improve employees’ OBSE and provide training for highly entitled employees to cope with leaders’ LAH. This study contributes to the LAH literature by examining its influence on hospitality employees’ PCSP and identifying the mechanism and boundary conditions underlying this effect.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-29
      DOI: 10.1108/IJCHM-02-2022-0210
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Memorable dining experiences amidst the COVID-19 pandemic

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      Authors: Forest Ma, Robin B. DiPietro, Jing Li, Kimberly J. Harris
      Abstract: This study aims to investigate the effects of memorable dining experiences (MDEs) in the USA during the COVID-19 pandemic. A total of 530 valid survey responses were collected in the USA. Partial least squares structural equation modeling (PLS–SEM) was used to estimate inner and outer models. A two-stage approach was applied to test the moderating effects of restaurant safety measures. Additional analyses were conducted to compare electronic word of mouth (eWOM) intention and actual eWOM behavior. All five dimensions contributed to the overall memorability of a dining experience, with affect being the primary factor. Overall memorability was positively related to subjective well-being and actual eWOM behavior. Restaurant safety measures were positively related to the overall experience but did not moderate the relationship between any dimension and overall memorability. Findings provide empirical support for the conceptualization of MDEs during a pandemic and underscore the importance of actual eWOM behavior in restaurant research. Results offer guidance for restaurant managers in designing MDEs. The restaurant industry is evolving from simply providing products and services to creating experiences. Yet the impacts of crafting MDEs are not well understood, especially during a pandemic. This study filled this gap by investigating MDEs and their effects on subjective well-being and eWOM behavior.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-28
      DOI: 10.1108/IJCHM-01-2022-0117
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Resilience in hospitality and tourism: issues, synthesis and agenda

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      Authors: C. Michael Hall, Alexander Safonov, Sarah Naderi Koupaei
      Abstract: This paper aims to identify research approaches and issues in relation to the main paradigms of resilience: engineering resilience, ecological resilience and socio-ecological resilience. This paper provides a synthesis of the core elements of each resilience approach and their implications. A critical thematic review was undertaken of the hospitality and tourism resilience literature. Resilience is a contested boundary object with different understandings according to conceptual and disciplinary position. The dominant approach in hospitality and tourism studies is primarily informed by engineering resilience with the focus at the organizational level. The ontological and epistemological understanding of resilience and change concepts appears limited leading to a lack of appreciation of the multi-scaled nature of resilience and the importance of slow change. The research has important implications for understanding the key elements of different approaches to resilience. The research synthesis may help improve resilience strategy and policymaking, including indicator selection. The research notes the relationship of resilience to sustainability, the potential for learning and decision-making practices. In addition to thematic analysis, a model of the multi-scaled nature of resilience is provided and the key elements of the three main approaches with implications for theory and practice.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-28
      DOI: 10.1108/IJCHM-11-2021-1428
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The greater the incentives, the better the effect' Interactive
           moderating effects on the relationship between green motivation and green
           creativity

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      Authors: Jingyan Liu, Jiaman Liu
      Abstract: This study aims to address the gap in hospitality and tourism (H&T) research concerning green creativity (GC) and seeks to identify the ways in which the interaction between spiritual incentives (SI) and material incentives (MI) affects the relationships among green intrinsic motivation (GIM), green extrinsic motivation (GEM) and GC. In accordance with the preferred reporting items for systematic reviews and meta-analyses (PRISMA) guidelines, this paper examines studies related to GC in the H&T industry and analyses them using content analysis and critical analysis. By integrating self-determination theory and the componential theory of creativity, this study enhances the understanding of the interactive moderating role played by SI and MI in the relationship between green motivation and GC. When the level of SI is high and the level of MI is low, GIM has the strongest positive impact on GC. When the levels of MI and SI are both high, GEM has the strongest positive effect on GC. In practical terms, “high SI-low MI” is the optimal combination for achieving high GC and promoting sustainable long-term green-oriented incentives. To the best of the authors’ knowledge, this paper represents the first investigation of the interactive moderating effects of SI and MI on the relationships among GIM, GEM and GC, thus enriching the research on the factors influencing green motivation and GC. In addition, this paper proposes a better decision-making basis for organizations facing a green-oriented incentive situation, according to which “high SI-low MI” can facilitate the achievement of high GC at a low cost.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-23
      DOI: 10.1108/IJCHM-03-2022-0340
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Does change in the scoring system impact service evaluation' Evidence
           from Booking.com

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      Authors: Jong Min Kim, Jiahao Liu, Salman Yousaf
      Abstract: In September 2019, Booking.com changed from the smiley-based scoring system (2.5–10) to the purely 10-point evaluation system (1–10). The smiley-based service evaluation is based on the multi-dimensional (M-D) system, whereas the purely 10-point service evaluation is based on the single-dimensional (S-D) system. This paper aims to focus on how a change in review posting policies impacts service evaluations regarding review generation and distribution. The authors exploit the natural experiment using Booking.com when the site changed its scoring system from a multidimensional smiley-based service evaluation system to an S-D scoring system. The authors collected online reviews posted on two travel agencies (Booking.com and Priceline.com) between September 2019 and October 2020. A quasi-experimental approach, Difference-in-Differences, was used to isolate the impacts of the new scoring system from the impacts of the change in the service evaluation environment, i.e. COVID-19. The change in the scoring system considerably alters review distributions by decreasing the portion of positive reviews but increasing the portion of highly positive reviews. Using the theory of emotion work (Hochschild, 1979, 2001), DID is also the reason that the former M-D smiley-based system could have underrated, highly positive reviews of services. Using the information transfer theory (Belkin, 1984), the authors reason the asymmetric transfer of information when users consume reviews from the older (M-D) system but are required to generate reviews on a newer (S-D) system. The findings would provide online review platform management with a deeper understanding of the consequences of changes in service evaluations when the scoring system is changed. Though the change in the scoring system would affect how customers evaluate the services of hotels, the causal impacts of switching to the new S-D scoring system have not yet been thoroughly covered by prior hospitality and service evaluation literature, which this research aspires to do.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-22
      DOI: 10.1108/IJCHM-01-2022-0075
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • COVID-19 two years on: a review of COVID-19-related empirical research in
           major tourism and hospitality journals

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      Authors: Songshan (Sam) Huang, Xuequn Wang
      Abstract: This study aims to provide a timely review of the COVID-19-related empirical research published in 19 quartile one (Q1) and quartile two (Q2) tourism and hospitality journals in social science citation index (SSCI). A total of 407 COVID-19-related empirical papers were collected from the 19 SSCI Q1 and Q2 tourism and hospitality journals via Scopus database. Thematic content analysis was supplemented with Leximancer software to identify the research themes/subthemes, research methods and countries/regions of research. The study found studies of COVID-19’s impact on consumer behaviour predominate in number, followed by studies on response actions and recovery strategies, impact on industry or sectors and impact on workers and employees. Based on the research themes identified, a knowledge mapping framework was produced. Over 70% of the studies used quantitative methods with quantitative survey as the dominant method of data collection. The USA and China were found to be the most studied countries. The study reviewed empirical research papers until January 2022 and covered most of the COVID-19-related empirical works in the field. An overview of the current state of COVID-19-related empirical research was provided with some critical discussions and suggestions for future research topics. The findings give researchers a clear index for the current state of the art of COVID-19 research in hospitality and tourism. The paper provides practical implications for industry practitioners to retrieve relevant knowledge from the recent COVID-19-related literature in tourism and hospitality in coping with practical challenges brought by the COVID-19 pandemic.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-22
      DOI: 10.1108/IJCHM-03-2022-0393
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Metaverse as a driver for customer experience and value co-creation:
           implications for hospitality and tourism management and marketing

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      Authors: Dimitrios Buhalis, Michael S. Lin, Daniel Leung
      Abstract: Metaverse blends the physical and virtual worlds, revolutionizing how hospitality customers and hospitality organizations facilitate the co-creation of transformational experiences and values. This paper aims to explore the opportunities and challenges that Metaverse introduces for hospitality and tourism management and marketing as part of the customer experience and value co-creation process. This paper also discusses how the advent and development of Metaverse can potentially transform hospitality customer experience and value co-creation. A comprehensive literature review was undertaken to explore conceptual developments on Metaverse and best practice examples from around the world. Metaverse not only opens many exciting opportunities for hospitality and tourism but also poses some great challenges. Hospitality and tourism organizations need to use the Metaverse strategically to customize and co-create hybrid virtual and physical experiences, allowing consumers to engage with them and also with other customers before, during and after their visit. A range of research opportunities also emerge for the adoption and operationalization of Metaverse. This paper critically analyzes the early applications of Metaverse in hospitality and tourism as well as promotes future solutions for hospitality and tourism management and marketing. The conceptual model in this study can help different stakeholders better understand the flow, logic and potential of Metaverse in the hospitality and tourism industry. The paper defines and conceptualizes the potential of Metaverse in hospitality customer experience and value co-creation. Besides putting forward a research agenda for further exploiting the full potential for both hospitality customers and hospitality organizations, this paper elucidates the impacts of Metaverse on hospitality management, rooted in the previous literature in value co-creation and technology-enhanced experience.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-22
      DOI: 10.1108/IJCHM-05-2022-0631
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The perils of hospitality internship: a growth curve approach to job
           motivation change

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      Authors: Shi Xu, Zhiwei (CJ) Lin, Mang He, IpKin Anthony Wong
      Abstract: Why would a hospitality or tourism enterprise’s talent program backfire to demotivate interns from engaging in their jobs' This study aim to synthesize theoretical strands from the self-determination theory, person–environment fit theory and conservation of resources theory to investigate the predictors of perceived person–job fit and how such a fit causes changes in interns’ job motivation over time. A four-wave longitudinal study was conducted. The four waves of data obtained from over 251 interns in China were analyzed using latent growth curve modeling. The findings demonstrate that abusive co-worker treatment moderated the impact of perceived negative social status and perceived overqualification on perceived person–job fit. Moreover, perceived person–job fit is a significant predictor of the initial level of job motivation and flattens the decrease in job motivation over time. These findings demonstrate that interns’ job motivation generally decreased over time, and perceived person–job fit may help dampen the change trajectory of job motivation. This study contributes to the practice of education and organizations in hospitality and tourism management by advocating for better interventions to improve interns’ work experience and motivations. Also, organizations can create team-building opportunities and promote teamwork that contributes to the formation of cohesive relationships and improve personal bonding. This longitudinal inquiry conducted in China underscores the perils of hospitality/tourism internship by synthesizing a framework based on the theoretical strands germane to person–environment fit, resource conservation and self-determination. It uncovers the dark side of internship – not only due to mismanaged internship experience, but also because it could backfire to create a demotivational spiral that may ultimately drive potential talents away from hospitality/tourism organizations and industry.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-22
      DOI: 10.1108/IJCHM-12-2021-1525
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Gig workers’ self-protective behaviour against legal risks: an
           application of protection motivation theory

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      Authors: Wai Ching Wilson Au, Nelson K.F. Tsang
      Abstract: Given the illegal nature of the gig economy in some cities, this study aims to draw on protection motivation theory to examine the formation of Uber drivers’ self-protective behaviour against legal risks. In-depth interviews with 10 Uber drivers in Hong Kong were conducted to yield eight maladaptive perceptions, which were then validated using online surveys completed by 232 Uber drivers. These results were then used to examine a mechanism through which threat appraisal, coping appraisal and maladaptive perceptions influence drivers’ unwillingness to work and weekly working hours. Eight maladaptive perceptions were found to empirically fit a bidimensional conceptualization of cognitive and affective components that significantly reduce workers’ unwillingness to work illegally in the gig economy. The effects on Uber drivers’ unwillingness to work and weekly working hours varied across threat appraisal, coping appraisal and maladaptive perceptions. Platform companies should find the results insightful because they demonstrate ways of negotiating with governments about its legality of the gig economy. The findings can also assist governments with policy development to make sense of illegal gig work or to legalize the gig economy. This study complements the overoptimistic discussion of the gig economy to investigate why people engage in illegal work in this context. Protection motivation theory is applied to a new domain to explore gig workers’ maladaptive perceptions of illegal working.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-22
      DOI: 10.1108/IJCHM-12-2021-1537
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • What have hosts overlooked for improving stay experience in
           accommodation-sharing' Empirical evidence from Airbnb customer reviews
           

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      Authors: Carmen Kar Hang Lee, Ying Kei Tse, Minhao Zhang, Yichuan Wang
      Abstract: In accommodation-sharing, hosts must provide satisfactory stay experiences for guests, who will then express intentions to revisit (behavioral loyalty) and/or recommend the experiences to others (attitudinal loyalty) in their reviews. Through the lens of expectation-confirmation theory, this study aims to investigate the service dimensions customers focus on in their reviews and their relationships with customer-loyalty manifestations in accommodation-sharing. This study uses topic modeling to discover distinctive dimensions from Airbnb reviews from a micro perspective and map them onto overarching themes from a macro perspective, and further examine the relationships among topics using cluster analysis. This study reveals “information” as an important theme rarely mentioned in the literature. Besides, “homeliness” is a unique dimension associated with behavioral and attitudinal loyalty toward accommodation-sharing. The findings help accommodation-sharing platforms and hosts identify customer concerns and the drivers of customer loyalty in accommodation-sharing. In the existing literature, customer perceptions and loyalty are largely determined through surveys, and the findings are not univocal due to the inconsistencies of measurement items used, the potential response bias and limited sample sizes. This study capitalizes on the wealth of user-generated content and extracts service dimensions and customer loyalty directly from textual reviews, overcoming previous research limitations.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-22
      DOI: 10.1108/IJCHM-12-2021-1544
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • All without leaving home: building a conceptual model of virtual tourism
           experiences

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      Authors: Wenqi Wei, Melissa A. Baker, Irem Onder
      Abstract: This study aims to use mixed methods to create a new conceptual framework to understand the unique characteristics of virtual tourism experiences (VTE), which has not been systemically examined. Study 1 uses topic modeling with Latent Dirichlet Allocation to analyze 91,609 online reviews from the Airbnb Experience platform. Study 2 uses content analysis of open-ended qualitative responses from VTE customers. The two studies together are used to build a new conceptual model. Building upon the Stimulus–Organism–Response (S-O-R) model and the experience economy, results present a new conceptual model and identify VTE as unique in terms of Stimulus (education, entertainment, esthetics, escapism and connection), Organism (experiencing synchronicity, telepresence, participation and customization, emotion) and Response (evaluation and behavioral responses). Given the uniqueness of VTE, the new construct of the virtual servicescape is incorporated, recognizing the host, the focal customer and other customers, and the technology as the four main components. The proposed framework can be used to guide the design, development, and evaluation of VTE, including identifying the key considerations, engagement within the ecosystem and providing guidance to hosts and operators. To the best of the authors’ knowledge, this is the first study that systematically explores VTE and proposes the theoretical framework to comprehensively understand this new form of experience in sharing economy by combining the unique aspects of the stimulus, organism, response and virtual servicescape.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-22
      DOI: 10.1108/IJCHM-12-2021-1560
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Is eco-label hotel engagement the pathway to sustainability practices via
           entrepreneurial resilience and orientation in Oman' Findings from
           PLS-SEM and fsQCA

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      Authors: Islam Elbayoumi Salem, Ahmed Mohamed Elbaz, Alamir Al-alawi, Nasser Alhamar Alkathiri, Zakaria Elkhwesky
      Abstract: This study aims to examine the role of eco-label hotel engagement as a pathway to sustainable practices via scouting entrepreneurial resilience and orientation at highly ranked hotels in Oman. The authors developed and tested a novel model built on resilience theory, the theory of entrepreneurial orientation and the theory of reasoned action (TRA). Data from 167 human resources directors, hotel managers and other employees were analyzed by partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA). Results indicate a strong positive relationship between entrepreneurial resilience and entrepreneurial orientation. Entrepreneurial orientation significantly increased all eco-label strategies, but not all strategies enhanced sustainable tourism practices. High adoption of sustainability practices depended on core strategies related to awareness, benefits, reputation and necessity, but the cost was also an issue. Managers adopted sustainability practices if they were not perceived as costly, or when perceived as costly if they believed they would help them reduce operating costs. Policymakers should assist hotel managers when the sector is hit by political events, natural disasters or health crises such as the current pandemic can bounce back and develop their resilience. Likewise, training and workshops can be organized to improve managers’ entrepreneurial mindset, which was found to be a precursor to favorable attitudes toward sustainability. This study tests a novel model built on three theories: resilience theory, the theory of entrepreneurial orientation and the TRA by using PLS-SEM and fsQCA.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-20
      DOI: 10.1108/IJCHM-02-2022-0229
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Looking back three decades of hospitality and tourism technology research:
           a bibliometric approach

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      Authors: Hyejo Hailey Shin, Seunghun Shin, Jaehee Gim
      Abstract: This study aims to identify the knowledge development and thematic evolvement in hospitality and tourism technology research, and to suggest potential directions for studies in hospitality and tourism research. A total of 440 technology articles published from 1990 to 2022 were retrieved from six top-tier journals. By using bibliometric analysis, 440 technology articles were analyzed to discover the proportion of technology research in the hospitality and tourism discipline, knowledge development, intellectual turning points and thematic evolvement of hospitality and tourism technology research. The findings indicated that the proportion of technology research has continuously increased over the past three decades. The findings revealed the key intellectual turning points in technology research. The topical trends showed the popular topics of technology research for the 1990s, 2000s, 2010s and from 2020. The thematic map analysis results described how the major themes in technology research have evolved and shifted. By synthesizing past three decades of hospitality and tourism technology research, this study provides an overview of how technology research has evolved in the context of hospitality and tourism and offers suggestions for future studies on technology. To the best knowledge of the authors’ knowledge, this study is the first bibliometric analysis focusing on technology research in the hospitality and tourism discipline, thereby providing a broad understanding of how technology research has developed in the discipline.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-20
      DOI: 10.1108/IJCHM-03-2022-0376
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The transformative virtual experience paradigm: the case of Airbnb’s
           online experience

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      Authors: IpKin Anthony Wong, Mengwei Vivienne Lu, Shuyi Lin, Zhiwei (CJ) Lin
      Abstract: This research paper aims to explore Airbnb’s online experience initiative, which has sparked a new wave of virtual tourism to improvise a large assortment of experiential activities through cyberspace. It works to answer questions pertinent to the type of virtual experiences tourists seek and how these experiences could fulfill tourist needs, thereby rendering favorable socio-mental outcomes through experiences encountered. Drawing on travel experience and transformative tourism theoretical tenets, this qualitative inquiry used data collected from social media posts from virtual tourists. Results reveal four major themes of online experiences – hedonism, attention restoration, social relatedness and self-exaltation – that encompass 12 experiential categories. They further underscore four types of transformative mechanisms pinpointing hedonic well-being, environmental-mastery well-being, social well-being and eudaimonic well-being. Research findings demonstrate how Airbnb exercised marketing agility during severe environmental plight; while expediting strategic initiatives that offer tourists and residents alike a means to reengage in leisure and travel activities at home. They also salvage the peer-to-peer community by turning accommodation hosts into online experience ambassadors. The contribution of this inquiry lies in assessing virtual experiences and reconnecting how different cyber experiences can meet an array of tourist needs. This study further highlights the transformative virtual experience paradigm to lay the necessary theoretical foundation for future research on virtual transformative tourism. This research goes beyond the common understanding of transformative tourism that relies merely on corporeal encounters. From a practical point of view, this study brings light to a novel concept – sharing experience economy – that incorporates the nuances between sharing economy and experience economy.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-20
      DOI: 10.1108/IJCHM-12-2021-1554
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Reflective and composite scales in tourism and hospitality research:
           revising the scale development procedure

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      Authors: S. Mostafa Rasoolimanesh, Faizan Ali, Josip Mikulić, Seden Dogan
      Abstract: The purpose of this paper is to critically review and synthesize the scale development practices in hospitality and tourism and propose updated guidelines applicable for both reflective and composite scales. Using a critical review of a sample of scale development papers published in six top-tier tourism and hospitality journals, the current guidelines' weaknesses and strengths and their applications are identified. Updated procedures are proposed to overcome these weaknesses. This review showed several issues in applying existing guidelines, including incomplete and unclear data collection processes, inconsistent data analysis processes including validity/reliability assessment and lack of criteria to identify and assess composite scales. As such, this paper proposes updated guidelines by incorporating the confirmatory composite analysis to assess composite scales. This paper offers unique theoretical and methodological contributions to scale development literature, by identifying the shortcomings of current practices of scale development and propose guidelines for both reflective and composite scales. The current scale development procedures cannot be applied for composite scales, and so the results of composite scale development using the current procedures are questionable. The updated guidelines by the current study improve new scales' accuracy, reliability and validity.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-19
      DOI: 10.1108/IJCHM-02-2022-0255
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Mitigating property quality uncertainty and property fit uncertainty in
           online peer-to-peer accommodation platforms: an uncertainty reduction
           theory perspective

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      Authors: Ruihe Yan, Xiang Gong
      Abstract: Building upon uncertainty reduction theory, this work aims to explore how four uncertainty reduction factors (i.e. online property review, online textual description, online visual description and online instant messenger) mitigate property quality uncertainty and property fit uncertainty, which further influence Airbnb use intention. This work tests the proposed research model using a structural equation modeling approach with 335 Airbnb users. The findings reveal that the online property review, online textual description, online visual description and online instant messenger can efficiently mitigate property quality uncertainty and property fit uncertainty, which ultimately influence Airbnb use intention. This study provides useful insights on mitigating property uncertainty in the peer-to-peer (P2P) accommodation platforms. Researchers are encouraged to investigate the boundary conditions that influence the effectiveness of uncertainty reduction strategies in alleviating property uncertainty. P2P accommodation service providers are suggested to take actionable uncertainty reduction strategies to mitigate property uncertainty in online P2P accommodation platforms. First, this study advances research on P2P accommodation by identifying two key types of property uncertainty, namely, property quality uncertainty and property fit uncertainty. Second, this study extends research on P2P accommodation by proposing contextualized passive, active and interactive uncertainty reduction strategies in mitigating property uncertainty. Third, this study extends uncertainty reduction theory to the P2P accommodation context. Fourth, this study enriches uncertainty reduction theory by verifying the mediating effects of property quality uncertainty and property fit uncertainty.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-19
      DOI: 10.1108/IJCHM-11-2021-1407
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Effects of customers’ perceived risks of sharing economy on
           self-protective behavior toward COVID-19

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      Authors: Hyejo Hailey Shin, Miyoung Jeong, Natalia Zapata-Cuervo, Maricela Isabel Montes Guerra, Mi-Hea Cho, Yensoon Kim
      Abstract: This study aims to investigate how customers’ perceived risks of sharing economy (SE) affect their self-protective behaviors when using SE, leading to their future behavioral intention. Additionally, this study looks into whether there are any differences between accommodation-sharing and ride-sharing customers in the aforementioned relationships. An online survey targeting two groups of SE customers (i.e. accommodation sharing and ride sharing) was used. Using partial least squares structural equation modeling, the mechanism of how SE customers’ perceived risks of SE affect their self-protective behaviors, which in turn influence their future behavior intention. A multigroup analysis was performed to assess the difference between the two groups of SE customers. Finally, a multivariate analysis of variance (MANOVA) was conducted to see the potential differences between the five classifications of self-protective behaviors in their perceived risks. SE customers’ psychological risks positively affected their hygiene protective behaviors and social protective behaviors, influencing their behavior intention and relative intention (compared with traditional services). Social risk had a negative impact on SE customers’ hygiene protective behaviors. There was a significant difference between accommodation sharing and ride sharing customers in their psychological mechanism of how perceived risks influence their self-protective behaviors. The findings of this study help SE platforms and service providers better understand their customers’ perceived risks of their services and suggest them to promote their customers’ self-protective behaviors so that perceived risks can be mitigated, thereby generating strong behavior intentions. As the results indicated that there is a significant difference between the two major forms of SE (i.e. accommodation sharing and ride sharing) in their customers’ perceived risks and self-protective behavior, SE platforms can further refine their operational and marketing efforts based on the findings. This study offers a comprehensive understanding of SE customers’ self-protective behaviors by examining the effects of SE customers’ different perceived risks on their self-protective behaviors during the unprecedented pandemic. Furthermore, the comparison of the two most popular forms of SE (i.e. accommodation sharing and ride sharing) provides new perspectives to understand customers’ behavior in the SE context.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-16
      DOI: 10.1108/IJCHM-12-2021-1547
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Understanding quondam commitments to retain employees: insights from the
           case of flight attendants and pilots

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      Authors: Dominique Peyrat-Guillard, Gwenaëlle Grefe, Jeayaram Subramanian
      Abstract: This study aims to examine the process model of quondam commitments (commitments employees used to have, but no longer have). It is part of a new perspective aimed at understanding better the concept of commitment, a powerful determinant of employee retention, by looking at gone commitments. Drawing on a qualitative methodology recommended in the most recent commitment literature, life story interviews (Study 1 – flight attendants) and non-directive interviews (Study 2 – pilots) were conducted. The authors propose a revised process model of quondam commitments, including the possible transformation of a commitment bond into a different type of psychological bond over time. The sample sizes are limited because of the qualitative nature of both studies, and the quondam commitment outcomes could only be studied at the individual level. However, the innovative nature of the work offers important contributions and avenues for research. This study provides concrete perspectives for hospitality professionals to retain employees who question their relationship with work. Its relevance goes beyond the airline sector and can be applied to the hotel or restaurant industry, looking for solutions to deal with massive attrition. This research contributes to filling three gaps identified in the commitment literature. It is one of the very rare studies considering closely both multiple targets and multiple types of psychological bonds. Moreover, it incorporates their dynamics, beyond the commitment bond, and suggests a refined model.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-14
      DOI: 10.1108/IJCHM-02-2022-0211
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Perceived barriers and negotiation of using peer-to-peer accommodation by
           Chinese consumers in the COVID-19 context

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      Authors: Zhiyong Li, Jiahui Huang, Songshan (Sam) Huang, Dan Huang
      Abstract: This study aims to understand Chinese consumers’ perceived barriers to using peer-to-peer (P2P) accommodation before and after the outbreak of COVID-19 and the negotiation strategies they applied in overcoming the barriers and enabling consumption. A qualitative research design with 28 semi-structured interviews was used. Data were analysed by content analysis. Five psychological barriers and four functional barriers were found to inhibit consumers from using P2P accommodation both before and after the COVID-19 outbreak. In overcoming the perceived barriers, consumers applied both behavioural negotiation strategies, including seeking information, behavioural adaptation, selective choice and seeking social support, and cognitive negotiation strategies, including cognitive adaptation and trusting agents. COVID-19 was found to serve as both a barrier and a facilitator for using P2P accommodation. A barriers–negotiation framework was developed in the context. Theoretically, this study advances consumer resistance and perceived barriers literature by integrating negotiation and developing a barriers–negotiation framework of P2P accommodation usage. This study also offers insights for practitioners in the P2P accommodation industry. This study showcases the role of negotiation in understanding barriers to using P2P accommodation, paving the way to extend relevant knowledge to advance consumer resistance research, which is an emerging topic in the broader management domain.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-13
      DOI: 10.1108/IJCHM-12-2021-1539
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A systematic and critical review of Internet of Things in contemporary
           hospitality: a roadmap and avenues for future research

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      Authors: Zakaria Elkhwesky, Esraa Fayez Youssif Elkhwesky
      Abstract: Internet of Things (IoT) is a key enabler of big data and it is critical toward a new age of firm's architecture and proper decision-making for the industry. IoT adoption by the hospitality and tourism (H&T) industries is still rare and with contrasting evidence. The purpose of this study is to highlight the concept of IoT, its benefits, its challenges and its applications in the hospitality industry. This study presents an in-depth and critical review of the 78 articles published on IoT in hospitality, spanning more than seven years (from 2015 to March 2022). The eligible 78 articles were collected from the “Web of Science database” and H&T Social Sciences Citation Index-listed journals. This systematic review exhibits that IoT in hospitality has advanced in the past seven years. IoT has brought many advantages and challenges in hospitality. However, hospitality IoT research is scarce, necessitating a profound and more thorough investigation of many significant matters. This systematic review provides significant implications and recommendations for hospitality sectors, IoT developers and manufacturers, governments and policymakers. This review ends with an in-depth research agenda with several research questions and a framework to achieve theoretical and empirical advances in future IoT research. To the best of the authors’ knowledge, the current research is one of the first to systematically and critically review IoT with its concept, benefits, challenges and applications in a hospitality context. This major review provides a comprehensive idea of the focus of the past studies and what must be concentrated in future research.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-09
      DOI: 10.1108/IJCHM-01-2022-0090
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Do efforts to address safety pay off' Evidence from the sharing
           economy in the post–pandemic world

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      Authors: Rui Qi, Han Chen
      Abstract: Applying the value creation of corporate social responsibility (CSR), this study aims to investigate the direct effect of preventive measures in the postpandemic world on Airbnb consumers’ attitudes toward the host, which may further impact their behavioral intentions. It also examined the mediating role of perceived risk and perceived motives, as well as the moderating role of message strategies and risk tolerance in this process. A 2 (preventive measures: basic versus enhanced) × 2 (message strategies: promotional social cause message [PSC] versus partake-in-our-cause message [PIOC]) between-subjects factorial design was conducted with a sample of 476 US Airbnb consumers through an online survey. PROCESS macro was used for hypothesis testing. Results demonstrated that enhanced preventive measures had more positive impact on Airbnb consumers’ attitudes toward the host, which was positively related to positive word of mouth and booking intention. Perceived risk and perceived motives mediated the relationship between preventive measures and attitude toward Airbnb hosts. Positive relationships between attitude toward the host and behavioral intentions were strengthened when PIOC was used than PSC. The negative relationship between preventive measures and perceived risk was enhanced when PIOC was used than PSC. Risk tolerance did not interact with messages strategy to impact the relationship between preventive measures and perceived risk. The study uncovered the mechanisms by which consumers form their responses toward different safety information of Airbnb accommodations postpandemic and the role of message strategies in the process. It provided implications for the Airbnb platform and hosts in the postpandemic period.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-08
      DOI: 10.1108/IJCHM-01-2022-0005
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Measuring the social sustainability of hotels: a case study from the
           Canary Islands

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      Authors: Beatriz Guzmán-Pérez, Javier Mendoza-Jiménez, María Victoria Pérez-Monteverde
      Abstract: This study aims to demonstrate the derivation of social sustainability metrics that guide the decision-making of hotel managers regarding sustainability strategies based on the case study of Hotel Tigaiga in the Canary Islands, using a noninstrumental approach of the stakeholder theory. The analytic–synthetic method of integrated social value (ISV) was used. Data were collected through semi-structured interviews with the stakeholders’ representatives, direct observations and relevant documents. Metrics referring to hotel outputs valued by stakeholders and expressed in monetary terms were obtained. The findings cannot be directly applied to a similar hotel. Applying the ISV model to a set of similar hotels to standardize outputs and proxies is necessary. The results can guide efforts to increase the effectiveness and efficiency of Hotel Tigaiga’s social sustainability strategies. Research on measuring the sustainability of hotels in terms of generating maximum value for society is limited. This study is unique because it demonstrates the process of deriving comprehensible indicators to guide hotel managers toward social sustainability.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-08
      DOI: 10.1108/IJCHM-05-2021-0610
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Human vs robot baristas during the COVID-19 pandemic: effects of masks and
           vaccines on perceived safety and visit intention

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      Authors: Miju Choi, Youngjoon Choi, Seongseop (Sam) Kim, Frank Badu-Baiden
      Abstract: This study aims to compare the effect of barista type (human vs robot) on perceived safety and examine the role of two moderators (mask-wearing and coronavirus vaccination) on the effects of barista type on perceived safety and visit intention. The research design consists of three studies. Three experiments were sequentially designed and conducted to address research questions. Study 1 found that perceived safety mediates the effect of barista type on customers’ visit intention. Study 2 revealed that the mask-wearing of human and robot baristas differently influences perceived safety. Study 3 showed that customers, especially where robot baristas are used, perceive the effect of mask-wearing differently depending on their coronavirus vaccination status. Given that the levels of restrictions vary worldwide, together with the extent of countries’ vaccination rollouts, caution is required when generalising the research findings. The findings have practical implications for the hospitality industry, where the roles of face masks and coronavirus vaccines in shaping consumer psychology and behaviour have been underexplored. Coronavirus vaccination is considered one of the most important driving forces for the recovery of hospitality businesses. As a heuristic-systematic model postulated, this study identified that vaccination status (fully vaccinated vs not vaccinated) changes the level of involvement when customers assess the level of risk in service environments. By pinpointing the function of service robots in safeguarding customers from the potential spread of the disease, this study broadens the scope of human–robot interaction research in hospitality.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-09-01
      DOI: 10.1108/IJCHM-02-2022-0157
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The mobilization of employees’ psychological resources: how servant
           leadership motivates pro-customer deviance

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      Authors: Jiajing Hu, Lin Xiong, Mengying Zhang, Chen Chen
      Abstract: Drawing on social learning theory and conservation of resources theory, this study aims to investigate how servant leadership (SL) is linked to employees’ pro-customer deviance (PCD) through the serial mediating effects of perceived organizational support for creativity (POS) and creative self-efficacy (CSE), work autonomy (WA) and CSE. This study used an online questionnaire survey platform to accurately distribute the questionnaire to the target population. Data were collected from 439 frontline employees working in hotels. The data were analyzed with a structural equation modeling approach to identify the complex relationship. Using an online survey, this study demonstrated the significant positive effect of SL on PCD and further revealed the two serial mediating paths (POS → CSE; WA → CSE) of the SL effect. The findings of this research generate valuable implications for practitioners and managers. Managers need to be aware of the objectivity and universality of PCD in service delivery scenarios and fully understand how their leadership style influences the internal motivation and external performance of employees engaged in this behavior. This study makes a prominent contribution to the hospitality literature by focusing on PCD. This study enriches the research on the antecedents of PCD, constructs a cross-level multipath mechanism model of PCD in the context of SL and reveals the rationalization process and nature of employees’ PCD.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-25
      DOI: 10.1108/IJCHM-02-2022-0198
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • PLS-SEM’s most wanted guidance

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      Authors: Jan-Michael Becker, Jun-Hwa Cheah, Rasoul Gholamzade, Christian M. Ringle, Marko Sarstedt
      Abstract: Partial least squares structural equation modeling (PLS-SEM) has attracted much attention from both methodological and applied researchers in various disciplines – also in hospitality management research. As PLS-SEM is relatively new compared to other multivariate analysis techniques, there are still numerous open questions and uncertainties in its application. This study aims to address this important issue by offering guidance regarding its use in contexts with which researchers struggle. The authors examine the most prominent questions and answers posed in a well-known PLS-SEM discussion forum. The authors do so by using a text analysis technique to identify the most salient topics. The data analysis identifies three salient PLS-SEM topics (i.e. bootstrapping and significance testing, higher-order constructs and moderation). The results allow us to address the PLS-SEM community’s main methodological issues. The authors discuss each area separately and provide explanations and guidelines. The guidelines on the most important PLS-SEM topics provide decision-making and application aids. In this way, the authors make a decisive contribution to clarifying ambiguities when applying the PLS-SEM method in hospitality management research and other disciplines. There has as yet been no systematic analysis of this kind in the field of PLS-SEM; the authors, therefore, present the first research results. The findings and recommendations provide guidance for PLS-SEM applications in hospitality research and practice.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-25
      DOI: 10.1108/IJCHM-04-2022-0474
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Can customer participation promote hospitality frontline employees’
           extra-role service behavior'

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      Authors: Angela J. Xu, Ting Ting Zhu, Raymond Loi, Cheris W.C. Chow
      Abstract: Drawing on and extending the socially embedded model of thriving, this paper aims to investigate how and when customer participation promotes hospitality frontline employees’ engagement in extra-role service behavior. A two-wave questionnaire survey was carried out among frontline service employees and their immediate supervisors in a four-star business hotel in Eastern China. Path analysis using Mplus 8.3 examined a multilevel moderated mediation model. Customer participation has a positive effect on frontline employees’ experience of thriving, which in turn promotes their engagement in extra-role service behavior. Nevertheless, supervisors’ negative affect weakens the positive effect of customer participation. Hotels could implement employee assistance programs, arrange training on emotional regulation and positive psychology and create a fun work environment to help alleviate supervisors’ experience of negative affect so as to lessen its adverse effect on frontline employees’ perception of customer participation. First, this work is one of the few studies exploring how customer participation affects frontline employees’ well-being (in terms of thriving) and extra-role service behavior, which advances extant value co-creation literature. Second, the moderating role of supervisors’ negative affect enriches the limited understanding of when customer participation might not bring firm benefits. Third, by uncovering customer participation as an antecedent of employee thriving, this study extends thriving research that only attends to contexts located within organizations.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-23
      DOI: 10.1108/IJCHM-11-2021-1413
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Exploring dynamic effects on classifying service quality attributes under
           the impacts of COVID-19 with evidence from online reviews

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      Authors: Ru-xin Nie, Kwai-sang Chin, Zhang-peng Tian, Jian-qiang Wang, Hong-yu Zhang
      Abstract: The purpose of this paper is exploring the effects of segment dynamic and temporal dynamic triggered by the COVID-19 pandemic on classifying service quality attributes, thereby formulating improvement strategies to satisfy customers and respond to threats. Given the dynamics of the attractive quality theory, this paper designs a framework with four phases by embedding techniques of text mining and deep learning based on evidence from online reviews. This paper figures out dynamics of service quality attributes for distinct segments and their dynamic proportion along with different stages of the pandemic. Another finding demonstrates segment dynamic and temporal dynamic effects of sentiments toward service quality attributes on customer satisfaction under the impacts of pandemic. Classification results and improvement strategies are derived for varying segments at different pandemic situations. This paper reveals dynamic effects on classifying service quality attributes, which contributes to assisting hospitality practitioners from different segments in improving service quality when facing with the challenges of crisis and potential risks. Given hospitality industry is time- and segment-sensitive, the authors achieve the quantification of dynamics of attractive quality theory and extend it into hospitality marketing and crisis management from the perspective of dynamics with evidence from online reviews.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-23
      DOI: 10.1108/IJCHM-12-2021-1474
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • How organizational dehumanization impacts hospitality employees service
           recovery performance and sabotage behaviors: the role of psychological
           well-being and tenure

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      Authors: Huy Gip, Priyanko Guchait, Aysin Paşamehmetoğlu, Do The Khoa
      Abstract: The purpose of this study is to examine the mediating effect of psychological well-being between organizational dehumanization and two outcome variables: service recovery performance and service sabotage. This research also investigates whether organizational tenure moderates the relationship between organizational dehumanization and psychological well-being. Using survey methodology, 200 hotel frontline service employees (FLEs) in Turkey were sampled over two time points. Additionally, employees’ direct supervisors rated their service recovery performance. The partial least squares method, specifically SmartPLS 3.3.3, was used for data analysis. The results indicate that organizational dehumanization negatively influences employees’ psychological well-being. However, organizational tenure moderates this relationship, in which organizational dehumanization has less of a negative effect on employees’ psychological well-being in those with longer tenure. Psychological well-being was found to mediate the relationship between organizational dehumanization and service recovery performance. Finally, psychological well-being mediates the relationship between organizational dehumanization and service sabotage. Managers should consider the negative effect organizational dehumanization has on FLEs’ psychological well-being and aim to establish an organizational culture that values these employees as individuals and as invaluable resources for the organization. Further, this study has found that less tenured employees are less likely to have the psychological resources to cope with organizational dehumanization and are more susceptible to decreased productivity (i.e. service recovery performance) and engaging in counterproductive work behaviors (i.e. service sabotage) due to mistreatment in the workplace. This study furthers our understanding of organizational dehumanization, an understudied concept in hospitality research, which influences employee outcomes. The findings of this study contribute to the advancement of the self-determination theory and how organizational dehumanization impacts psychological well-being. It also contributes to the conservation of resources theory and current literature on service recovery performance and service sabotage.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-19
      DOI: 10.1108/IJCHM-02-2022-0155
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Service failure research in the hospitality and tourism industry: a
           synopsis of past, present and future dynamics from 2001 to 2020

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      Authors: Tugra Nazli Akarsu, Reza Marvi, Pantea Foroudi
      Abstract: When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance behaviour among customers, and it can also be seen as a threat to the survival of the business. This paper aims to investigate the current and potential dynamics of service failure research within the tourism and hospitality area. By adopting qualitative, quantitative (citation and text mining) and science-mapping tools (descriptive, conceptual and intellectual), this study analyses 99 key papers on service failure in 18 major hospitality and tourism journals over a 20-year span. The research on service recovery strategies, recovery efforts, pre- and post-failure and post-recovery in the service encounter and the impacts of justice on post-recovery and post-complaint behaviour are identified as the major streams of service failure research. While emotional labour, rumination and satisfaction recovery were identified as emerging themes, service failure perceptions and social media were found as the developed and substantial trends. This study presents a comprehensive understanding of service failure research development in the hospitality and tourism industry. This study propose three areas – circumstantial cues, interactional cues and crisis management – that practitioners need to understand to minimise service failure during the service interaction. To the best of the authors’ knowledge, no prior bibliometric study has investigated the current and future dynamics of service failure in the hospitality and tourism industry and offered a research agenda based on this gap in the literature.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-19
      DOI: 10.1108/IJCHM-11-2021-1441
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Beyond local food consumption: the impact of local food consumption
           experience on cultural competence, eudaimonia and behavioral intention

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      Authors: Bingna Lin, Saerom Wang, Xiaoxiao Fu, Xiaoli Yi
      Abstract: This paper aims to explore the relationships among local food consumption experience, cultural competence, eudaimonia, and behavioral intention. Building upon acculturation theory, need hierarchy theory and self-determination theory, the current study develops a conceptual model of local food consumption as international tourists’ acculturation process. This study collects data from 305 Chinese outbound tourists and uses partial least squares-structural equation modeling to examine the developed model. The findings reveal a significant effect of the local food consumption experience, consisting of novel, authentic, sensory and social dimensions, on cultural competence, which subsequently evokes eudaimonia and behavioral response toward local food. The mediating effect of cultural competence is also confirmed. Destination marketers and restaurant managers should recognize local food consumption as a meaningful tool that contributes to tourists’ cultural competence and eudaimonic well-being during travel. They should strive to craft an indigenous consumption setting and provide employee training on the history and culture of local food, helping tourists understand local food customs and embrace different food cultures. To the best of the authors’ knowledge, very few studies have attempted to examine the meaningful consequences of local food consumption through the theoretical lens of acculturation. This study dives into international tourists’ local food consumption and pioneers a conceptual model to capture how local food consumption experience provokes their eudaimonia and behavioral desires through the mechanism of cultural competence.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-18
      DOI: 10.1108/IJCHM-01-2022-0099
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Putting your money where your mouth is – the role of rewards in a
           value-based understanding of restaurant crowdfunding

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      Authors: Satishwar Kedas, Soumodip Sarkar
      Abstract: Restaurant entrepreneurs are increasingly leveraging crowdfunding as an alternative financing mechanism. In the context of restaurant crowdfunding, studies have identified factors related to campaign communication that affect crowdfunding success from the entrepreneurs’ perspective. Integrating a funder perspective, this study aims to investigate the role of the consumption value offered by rewards and builds a value-based understanding of restaurant crowdfunding. This study uses a sample of 3,134 restaurant campaigns launched on the Kickstarter crowdfunding platform, and texts of 34,128 rewards were analyzed using a Python program. A hierarchical linear regression approach with a generalized logistic regression model was adopted to test hypothesized relationships. Drawing upon consumption value theory (CVT), this study finds that in restaurant crowdfunding, utilitarian value holds a strong inverted-U relationship and participatory value holds a strong linear relationship with crowdfunding success. However, socioemotional value does not have a significant effect on outcomes. This study also finds evidence for positive effects of greater variety, higher number of rewards and lower average pledge level on restaurant crowdfunding success. This study extends the literature on restaurant crowdfunding by integrating insights on the effects of value offered through rewards. Primarily, this study finds evidence for distinct effects of consumption values for restaurant crowdfunding audience. Practically, this study holds implications for reward menu design and value offering design for restaurant entrepreneurs seeking crowdfunding. Restaurant crowdfunding has been studied to a limited extent, with extant literature focusing on characteristics of campaign descriptions. The role of rewards is uncovered using CVT and thus a value-based understanding of restaurant crowdfunding is presented.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-16
      DOI: 10.1108/IJCHM-11-2021-1353
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • The impact of exploitative leadership on hospitality employees’
           proactive customer service performance: a self-determination perspective

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      Authors: Zhuanzhuan Sun, Long-Zeng Wu, Yijiao Ye, Ho Kwong Kwan
      Abstract: Based on self-determination theory, this research paper aims to explore the implication of exploitative leadership for hospitality employees’ proactive customer service performance (PCSP) via harmonious passion for work (HPFW) and the moderating mechanism of power distance. The authors’ sample included a total of 207 leader–follower dyads from three Chinese hotels. Hierarchical multiple regression and the PROCESS macro were used to analyze the data. The results indicated that exploitative leadership has a negative indirect relationship with hospitality employees’ PCSP through decreased HPFW, and power distance plays a protective role of alleviating the negative implications of exploitative leadership for hospitality employees’ HPFW and PCSP. Hotels are suggested to develop strict codes of conduct and adopt zero-tolerance policies for exploitative leadership. Additionally, hotels should also act to improve employees’ HPFW and pay attention to low-power-distance employees. This research enriches exploitative leadership literature by investigating its effect on PCSP. Further, this research investigates HPFW as a mechanism linking exploitative leadership to PCSP. Finally, this research establishes the relationships among exploitative leadership, HPFW and PCSP by investigating the contingent impact of power distance.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-16
      DOI: 10.1108/IJCHM-11-2021-1417
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Daily hotel demand forecasting with spatiotemporal features

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      Authors: Liyao Huang, Cheng Li, Weimin Zheng
      Abstract: Given the importance of spatial effects in improving the accuracy of hotel demand forecasting, this study aims to introduce price and online rating, two critical factors influencing hotel demand, as external variables into the model, and capture the spatial and temporal correlation of hotel demand within the region. For high practical implications, the authors conduct the case study in Xiamen, China, where the hotel industry is prosperous. Based on the daily demand data of 118 hotels before and during the COVID-19 period (from January to June 2019 and from January to June 2021), the authors evaluate the prediction performance of the proposed innovative model, that is, a deep learning-based model, incorporating graph convolutional networks (GCN) and gated recurrent units. The proposed model simultaneously predicts the daily demand of multiple hotels. It effectively captures the spatial-temporal characteristics of hotel demand. In addition, the features, price and online rating of competing hotels can further improve predictive performance. Meanwhile, the robustness of the model is verified by comparing the forecasting results for different periods (during and before the COVID-19 period). From a long-term management perspective, long-term observation of market competitors’ rankings and price changes can facilitate timely adjustment of corresponding management measures, especially attention to extremely critical factors affecting forecast demand, such as price. While from a short-term operational perspective, short-term demand forecasting can greatly improve hotel operational efficiency, such as optimizing resource allocation and dynamically adjusting prices. The proposed model not only achieves short-term demand forecasting, but also greatly improves the forecasting accuracy by considering factors related to competitors in the same region. The originalities of the study are as follows. First, this study represents a pioneering attempt to incorporate demand, price and online rating of other hotels into the forecasting model. Second, integrated deep learning models based on GCN and gated recurrent unit complement existing predictive models using historical data in a methodological sense.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-16
      DOI: 10.1108/IJCHM-12-2021-1505
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Customer value co-creation in the hospitality and tourism industry: a
           systematic literature review

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      Authors: Pedro Carvalho, Helena Alves
      Abstract: This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific community, highlighting the dimensions, antecedents and outcomes of customer value co-creation. This study adopted a systematic review process guided by the preferred reporting items for systematic reviews and meta-analyses protocol. Data were collected through a search for papers in Scopus, EBSCO, Web of Science and Science Direct databases. The systematic review was performed based on 216 validated articles. The study reveals that the manifestations of customer value co-creation can be understood, based on two fundamental dimensions: customer behaviours and factors that shape co-creation. However, some antecedents are closely linked to the customer, social environment, service provider and technological resources. Moreover, there are numerous outcomes resulting from customer value co-creation, grouped in customer results, perceived value and organizational performance and market outcomes. This research contributes to a more informed explanation for hospitality and tourism organizations about the importance of tourist and guest involvement in value co-creation. This systematic knowledge can facilitate the design of the service, as well as the value proposition offered by hospitality and tourism organizations. The study extends the literature by systematizing the empirical and conceptual knowledge, using for the first time a systematic literature review.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-16
      DOI: 10.1108/IJCHM-12-2021-1528
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Health tourism enterprises and adaptation for sustainable development

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      Authors: Adam R. Szromek, Daniel Puciato, Julita Izabela Markiewicz-Patkowska, Nazan Colmekcioglu
      Abstract: The purpose of this study is to assess the level of adjustment of the activities of health tourism and hospitality enterprises to the sustainable development criteria developed by the global sustainable tourism council. The main research method used in this study was a diagnostic survey – an in-depth interview. This research was conducted among managers of 18 of the largest enterprises that conduct tourism and wellness activities in Polish health resorts. The analysis of the research results indicated that only every other surveyed health resort entity implemented a sustainable development system or program. Most health resort entities undertook initiatives to support the local community in the field of education, health, sanitary safety and mitigating the negative effects of climate change. The respondents also unequivocally stated that they used good practices in promoting cultural heritage among health resort guests. Almost all of the analyzed enterprises applied solutions aimed at saving natural resources, i.e. reducing unnecessary purchases and saving electricity and water. Participation in programs to reduce greenhouse gas emissions and means of transport usage was very rarely declared. It is recommended to include environmental issues in the business models of health tourism entities, e.g. by including them in the strategy, including mission, communicating pro-environmental goals and actions to stakeholders, and applying environmental management systems and concepts. The research problem is a strong point of the work, as the issue of sustainable development of tourist organizations has rarely been discussed so far. Health resorts were also not considered the subject of research in this area. In this research, the authors assessed the degree of compliance of health tourism enterprises with the requirements of sustainable development, which is a contribution to the science system.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-15
      DOI: 10.1108/IJCHM-01-2022-0060
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Burnout and counterproductive workplace behaviours among frontline
           hospitality employees: the effect of perceived contract precarity

         This is an Open Access Article Open Access Article

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      Authors: Elaine Wallace, Joseph Coughlan
      Abstract: This study aims to investigate affective commitment (ACS) and leader–member exchange (LMX) as resources mitigating against burnout and counterproductive work behaviours (CWBs) in the hospitality sector, and examines the effect of zero-hour contracts on these relationships. Through conservation of resources theory, this study tests a framework exploring ACS and LMX as resources against burnout and CWBs, using a data set of 260 frontline hospitality employees working in Ireland, considering zero-hour contracts as a moderator. Findings indicate that burnout is associated with CWB, and ACS and LMX are resources against burnout and CWB. Furthermore, zero-hour contract perceptions moderate the resource effect of ACS and LMX. Yet, zero-hour contract perceptions do not moderate the relationship between burnout and CWB, indicating these employees may be caught in a resource-loss spiral. This study proposes mechanisms to enhance resources against burnout, with specific strategies to support young employees who are more likely to experience burnout. As findings suggest unique negative impacts of burnout for employees on zero-hour contracts, this paper also provides guidance to support these vulnerable employees. This study provides unique insights into hospitality employees’ ability to harness resources against burnout and CWB consequences of burnout. The results indicate that perceived precarity does not moderate these relationships, suggesting that burnout affects this cohort differently.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-12
      DOI: 10.1108/IJCHM-02-2022-0195
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • A reflection on the Great Resignation in the hospitality and tourism
           industry

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      Authors: Bingjie Liu-Lastres, Han Wen, Wei-Jue Huang
      Abstract: This paper aims to provide a critical reflection on the Great Resignation in the hospitality and tourism industry in the wake of the COVID-19 pandemic. Specifically, this paper reviews the causes and effects of the Great Resignation, addresses the labor shortage in this industry and proposes strategies that can help manage the challenges. This paper is based on a critical analysis of emerging phenomena, related literature and researchers’ experiences and insights. The Great Resignation has presented unprecedented challenges for the hospitality and tourism industry. A closer examination reveals that the pandemic has served as a catalyst rather than a leading cause of this trend. Workforce issues are becoming increasingly complex under contemporary influences, including internal elements such as new explications at work and external factors like the gig economy and technology implementation. This study provides practical implications on how Hospitality and Tourism practitioners can respond to the Great Resignation on micro, meso and macro levels. The practical implications revolve around employees’ changing needs and preferences in the wave of Great Resignation, as well as the necessity for employers’ reflection and improvement. This study marks an initial attempt to provide a critical assessment of a contemporary issue involving the Great Resignation. This paper extends its discussion through an advanced analysis of the issue, offers suggestions to manage current obstacles related to labor issues in hospitality and tourism, and illuminates future research directions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-12
      DOI: 10.1108/IJCHM-05-2022-0551
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Beyond competing for talent: an integrative framework for coopetition in
           talent management in SMEs

         This is an Open Access Article Open Access Article

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      Authors: Stefan Jooss, Julia Lenz, Ralf Burbach
      Abstract: This paper aims to unpack how small and medium-sized enterprises (SMEs) can operationalise coopetition in talent management, addressing ongoing talent shortages in the hospitality industry which were intensified during the Covid-19 pandemic. This conceptual paper draws from literature on coopetition and talent management in SMEs. Specifically, the authors take an interorganisational talent pool lens and develop a framework following the principles of open-systems theory. The authors find that the traditional use of talent pools is often impractical for SMEs because of a lack of resources and capabilities. Instead, interorganisational talent pools, through coopetition in talent management, can aid these firms to address talent shortages. The authors identify potential for SME coopetition at various stages, including attraction, development and retention of talent. Coopetition in talent management can aid industries in establishing market-thickening pipelines. Through co-attracting, co-developing and co-retaining talent, SMEs can create interorganisational talent pools. To develop talent management coopetition, a set of prerequisites, catalysts and potential inhibitors must be analysed and managed. This paper moves the talent management debate beyond competition for talent, introducing coopetition as a viable alternative. Taking an open-systems perspective, the authors develop an integrative framework for coopetition in talent management in SMEs encompassing input, process and output components. The authors reveal the dynamic and complex nature of this coopetition process, highlighting the essential role of coopetition context and illustrating open-system principles.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-07-27
      DOI: 10.1108/IJCHM-04-2022-0419
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • How do consumers select between hotels and Airbnb' A hierarchy of
           importance in accommodation choice

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      Authors: Makarand Amrish Mody, Sean Jung, Tarik Dogru, Courtney Suess
      Abstract: The purpose of this study is to examine the impact of key decision-making attributes on consumers’ choice of accommodation among and between hotels and Airbnb. The study used a choice-based conjoint approach using 21 key decision-making factors that impact consumers’ choice of accommodation across five segments ranging from economy to luxury. Latent class estimation was used to identify segments of respondents who tend to have similar preferences for accommodation. The results showed the presence of a consistent pattern of decision-making across the five accommodation segments, culminating in a hierarchy of importance in accommodation choice. The 21 key decision-making attributes comprised three tiers in order of decreasing importance: quality and service, amenities, and accessibility and safety. Further, latent class analysis indicated the presence of a hotel group and an Airbnb group of customers, which allowed us to identify how both types of providers might maximize the value of their offers to encourage customer switch. The accommodation landscape is extremely dynamic (particularly as the COVID-19 pandemic unfolds) and complex. The present study cannot capture all of its intricacies but provides an invaluable foundation for future research on the topic of consumer choice in an evolving and competitive accommodation market. Extant research on accommodation choice has focused on hotels or Airbnb only. Moreover, research that has considered both types of accommodation simultaneously is limited in its conceptual and methodological scope. The present study synthesizes the fragmented literature on consumers’ accommodation choices and offers a holistic and coherent schematic – the hierarchy of importance in accommodation choice – that can be used by future researchers and practitioners alike.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-07-15
      DOI: 10.1108/IJCHM-12-2021-1551
      Issue No: Vol. ahead-of-print, No. ahead-of-print (2022)
       
  • Identifying core “responsible leadership” practices for SME
           restaurants

         This is an Open Access Article Open Access Article

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      Authors: José Alberto Castañeda García, Juan Miguel Rey Pino, Zakaria Elkhwesky , Islam Elbayoumi Salem
      Abstract: The purpose of this study is to identify the core responsible leadership (RL) practices that are most relevant to small- and medium-sized enterprises (SME) restaurants. Furthermore, the authors adapt scales to measure these practices and conduct a pilot study to evaluate their impact on business performance in such establishments. Exploratory sequential mixed methods are used to fulfill the research aims. In the first phase, a set of definitions and practices associated with RL are derived from a systematic literature review. Second, a projective method of data collection is applied, involving a panel of 16 experts. Third, a fuzzy cognitive map is developed, which captures the responses of 40 owners or general managers of SME restaurants. Twenty-five practices are identified from the systematic literature review. The results show the five leadership practices that match the order of importance assigned by the experts: societal orientation, ethics, stakeholder involvement, power-sharing and environmental orientation. The relevance of those five practices is validated to explain SME restaurants’ financial performance and innovation performance. Innovation is the key to advancing business sustainability and resilience, and the results identify the specific RL practices that enable improvements to be made in innovation performance among SME restaurants. This paper identifies the RL practices that are particularly relevant to the tourism field (specifically, the restaurant industry), offers measurement scales for those practices and provides empirical evidence of the relationship between these RL practices and business performance in SME restaurants.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-07-11
      DOI: 10.1108/IJCHM-09-2021-1194
      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)
       
 
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