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 by number of followers
Annals of Tourism Research     Hybrid Journal   (Followers: 35)
Translation Studies     Hybrid Journal   (Followers: 24)
Current Issues in Tourism     Hybrid Journal   (Followers: 23)
Tourism Management     Hybrid Journal   (Followers: 22)
Journal of Sustainable Tourism     Hybrid Journal   (Followers: 20)
International Journal of Culture Tourism and Hospitality Research     Hybrid Journal   (Followers: 20)
Asia Pacific Journal of Tourism Research     Hybrid Journal   (Followers: 18)
Tourism Geographies: An International Journal of Tourism Space, Place and Environment     Hybrid Journal   (Followers: 17)
Journal of Travel & Tourism Marketing     Hybrid Journal   (Followers: 15)
International Journal of Tourism Research     Hybrid Journal   (Followers: 15)
Journal of Hospitality & Tourism Research     Hybrid Journal   (Followers: 15)
Journal of Environmental Management and Tourism     Open Access   (Followers: 14)
International Journal of Hospitality & Tourism Administration     Hybrid Journal   (Followers: 14)
Journal of Hospitality and Tourism Management     Full-text available via subscription   (Followers: 13)
Journal of Tourism and Himalayan Adventures     Open Access   (Followers: 13)
Journal of Travel Research     Hybrid Journal   (Followers: 13)
Journal of Heritage Tourism     Hybrid Journal   (Followers: 12)
International Journal of Applied Earth Observations and Geoinformation     Open Access   (Followers: 12)
International Journal of Tourism Anthropology     Hybrid Journal   (Followers: 11)
International Journal of Contemporary Hospitality Management     Hybrid Journal   (Followers: 11)
American Journal of Tourism Management     Open Access   (Followers: 11)
Tourism Analysis     Full-text available via subscription   (Followers: 11)
Almatourism - Journal of Tourism, Culture and Territorial Development     Open Access   (Followers: 10)
Tourism Economics     Full-text available via subscription   (Followers: 10)
Mobilities     Hybrid Journal   (Followers: 10)
International Journal of Hospitality Management     Hybrid Journal   (Followers: 10)
American Journal of Tourism Research     Open Access   (Followers: 10)
Journal of Hospitality & Tourism Education     Hybrid Journal   (Followers: 9)
Journal of Tourism and Cultural Change     Hybrid Journal   (Followers: 9)
Nepalese Journal of Hospitality and Tourism Management     Open Access   (Followers: 9)
Tourism Planning & Development     Hybrid Journal   (Followers: 8)
Tourism     Open Access   (Followers: 8)
Journal of Hospitality Marketing & Management     Hybrid Journal   (Followers: 8)
Information Technology & Tourism     Full-text available via subscription   (Followers: 8)
E-Journal of Tourism     Open Access   (Followers: 8)
International Journal of Tourism Policy     Hybrid Journal   (Followers: 8)
Tourism & Management Studies     Open Access   (Followers: 7)
International Journal of Digital Culture and Electronic Tourism     Hybrid Journal   (Followers: 7)
Cornell Hospitality Quarterly     Hybrid Journal   (Followers: 7)
Journal of Sport & Tourism     Hybrid Journal   (Followers: 7)
Tourism and Hospitality Research     Hybrid Journal   (Followers: 7)
Journal of Policy Research in Tourism, Leisure and Events     Hybrid Journal   (Followers: 7)
International Journal of Religious Tourism and Pilgrimage     Open Access   (Followers: 6)
International Journal of Event and Festival Management     Hybrid Journal   (Followers: 6)
Tourism Review     Hybrid Journal   (Followers: 6)
Journal of Tourism Insights     Open Access   (Followers: 6)
Anatolia : An International Journal of Tourism and Hospitality Research     Hybrid Journal   (Followers: 6)
Tourism Management Perspectives     Hybrid Journal   (Followers: 6)
Studies in Travel Writing     Hybrid Journal   (Followers: 6)
Tourism Culture & Communication     Full-text available via subscription   (Followers: 6)
Journal of China Tourism Research     Hybrid Journal   (Followers: 5)
Journal of Hospitality Management and Tourism     Open Access   (Followers: 5)
Tourism Review International     Full-text available via subscription   (Followers: 5)
Australian Antarctic Magazine     Free   (Followers: 5)
Space and Culture     Hybrid Journal   (Followers: 5)
Advances in Hospitality and Tourism Research     Open Access   (Followers: 5)
Event Management     Full-text available via subscription   (Followers: 5)
Journal of Quality Assurance in Hospitality & Tourism     Hybrid Journal   (Followers: 5)
ASEAN Journal on Hospitality and Tourism     Open Access   (Followers: 5)
International Journal of Knowledge Management in Tourism and Hospitality     Hybrid Journal   (Followers: 5)
International Journal of Tourism Sciences     Hybrid Journal   (Followers: 4)
Scandinavian Journal of Hospitality and Tourism     Hybrid Journal   (Followers: 4)
International Journal of Recreation and Sports Science     Open Access   (Followers: 4)
International Journal of Tourism Cities     Hybrid Journal   (Followers: 4)
Journal of Outdoor Recreation and Tourism     Hybrid Journal   (Followers: 4)
Tourism Recreation Research     Hybrid Journal   (Followers: 4)
Journal of Tourism Research & Hospitality     Hybrid Journal   (Followers: 4)
Visitor Studies     Hybrid Journal   (Followers: 4)
European Journal of Tourism, Hospitality and Recreation     Open Access   (Followers: 4)
Tourist Studies     Hybrid Journal   (Followers: 4)
Journal of Hospitality and Tourism Technology     Hybrid Journal   (Followers: 4)
Globe, The     Full-text available via subscription   (Followers: 4)
International Journal of Hospitality and Event Management     Hybrid Journal   (Followers: 3)
Journal of Ecotourism     Hybrid Journal   (Followers: 3)
International Journal of Contemporary Tourism Research     Open Access   (Followers: 3)
Journal of Gastronomy and Tourism     Hybrid Journal   (Followers: 3)
Hospitality & Society     Hybrid Journal   (Followers: 3)
Interaction     Full-text available via subscription   (Followers: 3)
Journal of Tourism Futures     Open Access   (Followers: 3)
Journal of Business & Hotel Management     Partially Free   (Followers: 3)
Journal of Tourism, Hospitality and Sports     Open Access   (Followers: 3)
Journal of Hospitality, Leisure, Sport & Tourism Education     Full-text available via subscription   (Followers: 3)
Worldwide Hospitality and Tourism Themes     Hybrid Journal   (Followers: 2)
Caderno Virtual de Turismo     Open Access   (Followers: 2)
Craft Research     Hybrid Journal   (Followers: 2)
Tourism in Marine Environments     Full-text available via subscription   (Followers: 2)
Podium Sport, Leisure and Tourism Review     Open Access   (Followers: 2)
Cuadernos de Turismo     Open Access   (Followers: 2)
Journal of Park and Recreation Administration     Full-text available via subscription   (Followers: 2)
Turismo y Sociedad     Open Access   (Followers: 2)
International Journal of Applied Sciences in Tourism and Events     Open Access   (Followers: 2)
Journal of Vacation Marketing     Hybrid Journal   (Followers: 2)
The Journal : Tourism and Hospitality Essentials Journal     Open Access   (Followers: 1)
International Journal of Travel Medicine and Global Health     Open Access   (Followers: 1)
Journal of Multidisciplinary Academic Tourism     Open Access   (Followers: 1)
International Journal of Entertainment Technology and Management     Hybrid Journal   (Followers: 1)
Acta Economica Et Turistica     Open Access   (Followers: 1)
Anatolia : A Journal of Tourism Research     Open Access   (Followers: 1)
Journal of Tourism & Adventure     Open Access   (Followers: 1)
Mondes du Tourisme     Open Access   (Followers: 1)
Journal of Franco-Irish Studies     Open Access   (Followers: 1)
Educación física y deporte     Open Access   (Followers: 1)
40 [degrees] South     Full-text available via subscription   (Followers: 1)
Journal of Travel Medicine     Hybrid Journal   (Followers: 1)
Gestion Turistica     Open Access   (Followers: 1)
Journal of Hospitality and Tourism Insights     Hybrid Journal   (Followers: 1)
Infinitum: Revista Multidisciplinar     Open Access   (Followers: 1)
Rangeland Journal     Hybrid Journal   (Followers: 1)
Bulletin of Kyiv National University of Culture and Arts. Series in Tourism     Open Access   (Followers: 1)
Journal of Place Management and Development     Hybrid Journal   (Followers: 1)
Recreation and Society in Africa, Asia and Latin America     Open Access   (Followers: 1)
Marketing & Tourism Review     Open Access   (Followers: 1)
Tourism Critiques : Practice and Theory     Open Access  
ARA : Revista de Investigación en Turismo     Open Access  
Tourism and Heritage Journal     Open Access  
Journal of Tourism and Heritage Research     Open Access  
Perspectives in Asian Leisure and Tourism     Open Access  
Juara : Jurnal Olahraga     Open Access  
Sasdaya : Gadjah Mada Journal of Humanities     Open Access  
New Approaches in Sport Sciences     Open Access  
International Journal of Geoheritage and Parks     Open Access  
Journal of Applied Sciences in Travel and Hospitality     Open Access  
Gaze: Journal of Tourism and Hospitality     Open Access  
Journal of Tourism and Hospitality Education     Open Access  
Journal of International and Thai Tourism     Open Access  
Sport i Turystyka : Środkowoeuropejskie Czasopismo Naukowe     Open Access  
Dusit Thani College Journal     Open Access  
Journal of Halal Product and Research     Open Access  
Tourism and Travelling     Open Access  
Güncel Turizm Araştırmaları Dergisi     Open Access  
Gastroia : Journal of Gastronomy And Travel Research     Open Access  
Journal of Tourism Intelligence and Smartness     Open Access  
Jurnal Destinasi Pariwisata     Open Access  
Jurnal Analisis Pariwisata     Open Access  
Jurnal IPTA     Open Access  
Jurnal Kepariwisataan dan Hospitalitas     Open Access  
Jurnal Pariwisata Terapan     Open Access  
Via : Tourism Review     Open Access  
Matkailututkimus     Open Access  
Revista Internacional de Turismo y Empresa     Open Access  
Revista Internacional de Derecho del Turismo     Open Access  
Revista Iberoamericana de Ciencias de la Actividad Física y el Deporte     Open Access  
ROTUR : Revista de Ocio y Turismo     Open Access  
Jurnal Pariwisata Pesona     Open Access  
Geotourism/Geoturystyka     Open Access  
Revista Organizações em Contexto     Open Access  
Geofronter     Open Access  
Espiga     Open Access  
Revista Eletrônica de Administração e Turismo     Open Access  
Revista Eletrônica Academicus     Open Access  
Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan     Open Access  
Cenário : Revista Interdisciplinar em Turismo e Território     Open Access  
Turystyka Kulturowa     Open Access  
Jurnal Master Pariwisata (Journal Master in Tourism Studies)     Open Access  
RACE - Revista de Administração, Contabilidade e Economia     Open Access  
Research in Hospitality Management     Open Access  
Revista Interamericana de Ambiente y Turismo     Open Access  
Revista de Gestão Ambiental e Sustentabilidade - GeAS     Open Access  
Revista de turism - studii si cercetari in turism     Open Access  
Multiciencias     Open Access  
Téoros     Open Access  
Polish Journal of Sport and Tourism     Open Access  
Journal of Hospitality Financial Management     Open Access  
TRANSIT     Open Access  
EchoGéo     Open Access  
Journeys     Full-text available via subscription  

           

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 3 Open Access Open Access article(s) in this issue *
ISSN (Print) 0959-6119 - ISSN (Online) 1757-1049
Published by Emerald Homepage  [360 journals]
  • 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)
       
  • 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-Alawy , 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)
       
  • Fast food consumption value: examining the moderating role of process
           value

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      Authors: Kiwon Lee , Jonghan Hyun , Youngmi Lee
      Abstract: Fast food consumption is examined through the theoretical lens of the food consumption value model. Specifically, this study aims to examine whether process value moderates the impact of fast-food consumption value on consumer decision-making. Data is collected from 380 US consumers via a self-administered online questionnaire. Structural equation modeling and moderated mediation analysis are used to test the relationships between fast-food consumption values (product value, location value, emotional value, social value and process value), attitude and behavioral intention. Location value (physical and experiential environment of fast-food consumption) and emotional value (positive affect from fast-food consumption) of fast food positively influence behavioral intention through positive attitude toward fast food. Positive impact of product value (physical attributes of fast food) on behavioral intention through attitude is attenuated by process value (consumers’ level of concern on sustainability of fast-food production). Fast-food restaurants should prioritize their investments in providing location value (e.g. pleasant restaurant atmosphere) and emotional value. It is also important to take caution in focusing too much on product value and consider investing more resources into implementing sustainable practices. The consumption value-based approach not only updates previous understanding of fast-food consumption behavior but also offers insights on how consumers’ decision-making process is influenced by their perception toward sustainability issues of fast-food production.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-25
      DOI: 10.1108/IJCHM-04-2022-0455
      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)
       
  • Linking environmental knowledge, environmental responsibility, altruism,
           and intention toward green hotels through ecocentric and anthropocentric
           attitudes

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      Authors: Ataul Karim Patwary , S. Mostafa Rasoolimanesh , Md Karim Rabiul , Roslizawati Che Aziz , Mohd Hafiz Hanafiah
      Abstract: This study aims to examine the effects of environmental knowledge, perceived environmental responsibility and altruism on tourist’s intention to stay in green hotels. In addition, the mediating role played by tourists’ attitudes, including ecocentric and anthropocentric attitudes, is explored. Data were collected from 393 international tourists in Malaysia. This study followed a cross-sectional approach and applied the partial least squares – structural equation modelling using SmartPLS version 3 software to analyse the data and test the hypotheses. The results indicated that environmental knowledge, altruism, environmental responsibility and ecocentric and anthropocentric attitudes positively influence tourists’ intention to stay in green hotels. Ecocentric attitudes mediate environmental knowledge, altruism, environmental responsibility and intention to stay in green hotels. However, environmental knowledge and altruism do not influence anthropocentric attitudes. Likewise, anthropocentric attitudes do not mediate the relationship between environmental knowledge, altruism, perceived environmental responsibility and intention to stay in green hotels. This study posed several theoretical and practical implications that will benefit future researchers and practitioners while exploring tourists’ behaviour in a green hotel context. This study makes a unique and significant contribution by including ecocentric and anthropocentric attitudes in a unified model underpinned by the Theory of Planned Behaviour and the Value-Basis Theory.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-18
      DOI: 10.1108/IJCHM-01-2022-0039
      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)
       
  • Factors affecting Chinese people’s intention to adopt the individual
           dining style

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      Authors: Jue Huang , Jing Chu , Xialing Zhao
      Abstract: In light of the threat posed by the COVID-19 pandemic, Chinese authorities have called for the adoption of the individual dining style (IDS) as a preventive measure for the pandemic and a new norm for civilized code of conduct. Accordingly, this study aims to investigate the factors influencing the Chinese people’s intention to adopt the IDS. The authors applied the capability, opportunity and motivation model of behavior (COM-B) and identified potential predictors influencing the intention to adopt the IDS through a review of the literature. Data were collected through an online survey, and structural equation modeling was applied to test the hypotheses. The results indicated that the most influential predictors were subjective norm, social norm, perceived benefit and past behavior, while the other predictors (including breaking habits, communal dining culture, perceived behavioral control, perceived health risk and social risk) had insignificant effects on the intention to adopt IDS. First, educational public health messages should communicate the benefits of IDS. Second, persuasive public communication should focus on how people are implementing the target behavior rather than drawing attention to a minority who are disregarding it. Moreover, given the highly significant effects of subjective norm, public health campaigns should emphasize that adoption of the desired behavior expresses care for significant others. The findings advance understanding of an underexplored topic, namely, how deeply ingrained ways of dining may be transformed in the current context. Applying the COM-B, the authors tested multiple variables to explain the intention to adopt IDS. The results suggest that some social influences (subjective norm and social norm) and reflective cognitive processes (perceived benefit) had the greatest impacts on behavior intentions. Moreover, the results indicate that threat of COVID-19 may not prompt people to change their dining styles. However, the benefits of IDS to prevent the spread of infectious diseases could lead to its wider adoption.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-08-10
      DOI: 10.1108/IJCHM-12-2021-1553
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Employee engagement, its antecedents and effects on business performance
           in hospitality industry: a multilevel analysis

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      Authors: Xiaoming (Rose) Liu , Jing (Jasper) Yu , Qiang Guo , Jun (Justin) Li
      Abstract: Employee engagement serves as a critical strategy for tourism and hospitality organizations to support their employees and fight adversity. This study aims to investigate the antecedents and effects of employee engagement and examine innovative behavior as a linchpin mechanism for the relationship between organizational engagement culture and organizational performance. This study analyzed the antecedents and effects of employee engagement through a hierarchical linear model that considers both organizational- and individual-level factors. The data was collected through a questionnaire survey from employees of 39 hotels in Guangzhou, China. The results confirmed the significant positive effect of organizational empowerment, leadership and collaboration atmosphere on employment engagement. An individual’s perception of rewards and recognition, distributive justice and procedural justice significantly affected employee engagement. It was also confirmed that employee engagement ultimately improved performance outcomes at the individual and organizational levels. Additionally, the mediation effect of organizational innovation culture on the relationship between organizational employee engagement and organizational performance was confirmed. Organizations can improve their performance by enhancing employee engagement, which in turn, can be encouraged by empowering leadership and organizational collaboration culture. Organizations can also improve their performance by providing rewards and recognition appreciated by employees and ensuring justice to them. This research contributes to the literature on employee engagement in the hospitality industry by demonstrating how organizational performance can be improved through employee engagement using a multilevel model. The findings highlight that organizations with engaged employees are more likely to achieve an innovative culture, which in turn, leads to organizational success. This study also confirmed that empowerment, leadership and collaboration culture help improve organizational performance in the hospitality industry.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-07-29
      DOI: 10.1108/IJCHM-12-2021-1512
      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)
       
  • Post COVID-19 recovery for independent full-service restaurants using the
           salience theory: what will it take to get customers to return'

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      Authors: Xiaodi Sun , Li Ge , Charles Marvil
      Abstract: This study aims to compare customers’ perceived importance of various post-COVID-19 recovery strategies (i.e. sanitary practices, discounts, menu modification and marketing strategies) adopted by independent full-service restaurants (casual dining versus upscale/fine dining) using the salience theory. It also assesses the associations between customers’ perceptions and their restaurant spending patterns. An online survey was administered to assess 657 US adult participants’ restaurant spending behaviors at different stages of the COVID-19 pandemic using recall questions. Higher-spending versus lower-spending participants’ perceived importance of restaurant recovery strategies were compared in the casual dining versus upscale/fine dining contexts. Amid the COVID-19 pandemic, sanitary practices were the most important factor in participants’ restaurant choices, and it was more important for independent casual dining restaurants than for upscale/fine dining restaurants. No significant difference was found in participants’ perceived importance of sanitary practices across different geographic regions. Higher-spending diners (HSD) perceived almost every restaurant recovery strategy as important. Lower-spending diners (LSD) only considered sanitary practices as important. This study identified important strategies that restaurant operators and public health officials can adopt to help full-service restaurants recover from pandemic losses. This study differs from previous consumer choice studies; in that it compared HSD with LSD regarding their perceived importance of various restaurant recovery strategies. This study also provides new insights for understanding the salience theory of choice under the impact of COVID-19.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-30
      DOI: 10.1108/IJCHM-08-2021-1005
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Foodstagramming as a self-presentational behavior: perspectives of
           tourists and residents

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      Authors: Bingna Lin , Xiaoxiao Fu , Lu Lu
      Abstract: This study aims to investigate diners’ self-presentation mechanism as manifested in foodstagramming. Drawing upon the social cognitive and self-presentation theories, this study develops a conceptual model to examine the relationships among food experiential value (i.e. extrinsic value and intrinsic value), self-efficacy, strategic self-presentation and self-presentation outcomes. The authors adopt a multi-study approach with two empirical studies (Study 1: tourists, n = 254; Study 2: residents, n = 252) and use partial least squares structural equation modeling to test the proposed model. The results consistently show significant effects of extrinsic value, intrinsic value and self-efficacy on strategic self-presentation, which subsequently evokes perceived enjoyment and behavioral intention. The impact of food experiential value on self-efficacy varies between tourists and residents. The mediating effects of self-efficacy and strategic self-presentation are also confirmed. Restaurant managers and destination marketers should acknowledge the importance of food experience as expressive capital and recognize self-presentation as a meaningful tool that links restaurant food experience with consumers’ personal branding. Businesses should strive to create a desired experiential setting shaped by food price, restaurant service, food aesthetics and consumers’ feelings, allowing diners to translate these stimuli into self-presentational resources. This study dives into an important, yet under-examined, phenomenon of foodstagramming. To the best of the authors’ knowledge, this study is the first to theoretically link food experience to foodstagramming behavior via a self-presentation mechanism. Findings provide important theoretical and managerial implications.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-28
      DOI: 10.1108/IJCHM-01-2022-0042
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Labor shortage solution: redefining hospitality through digitization

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      Authors: Cristian Morosan , John T. Bowen
      Abstract: The purpose of this research is to provide a critical discussion illustrating how novel business models can be developed using advanced information technology (IT) to overcome the effects of the labor shortage crisis and bring the industry back to the pre-pandemic performance benchmarks. The methodology of this research is based on a thorough literature review of academic and trade publications, guided by an analytic approach that comprehensively discusses the multiple facets of digitizing the human-intensive legacy hospitality business models. While broad in terms of multiple metrics, the hospitality industry has demonstrated an ability to incorporate IT-based business models within its legacy processes. The current hospitality context, corroborated with the lingering effects of the pandemic, requires the hospitality industry to address two important issues: chronic shortage of staff and unpredictable levels of performance of existing staff. This research discusses a human–resource crisis from an IT point of view and articulates several IT-based strategic solutions that should help hospitality organizations mitigate the effects of this crisis.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-28
      DOI: 10.1108/IJCHM-03-2022-0304
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Deep learning in hospitality and tourism: a research framework agenda for
           future research

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      Authors: Aniekan Essien , Godwin Chukwukelu
      Abstract: This study aims to provide a systematic review of the existing literature on the applications of deep learning (DL) in hospitality, tourism and travel as well as an agenda for future research. Covering a five-year time span (2017–2021), this study systematically reviews journal articles archived in four academic databases: Emerald Insight, Springer, Wiley Online Library and ScienceDirect. All 159 articles reviewed were characterised using six attributes: publisher, year of publication, country studied, type of value created, application area and future suggestions (and/or limitations). Five application areas and six challenge areas are identified, which characterise the application of DL in hospitality, tourism and travel. In addition, it is observed that DL is mainly used to develop novel models that are creating business value by forecasting (or projecting) some parameter(s) and promoting better offerings to tourists. Although a few prior papers have provided a literature review of artificial intelligence in tourism and hospitality, none have drilled-down to the specific area of DL applications within the context of hospitality, tourism and travel. To the best of the authors’ knowledge, this paper represents the first theoretical review of academic research on DL applications in hospitality, tourism and travel. An integrated framework is proposed to expose future research trajectories wherein scholars can contribute significant value. The exploration of the DL literature has significant implications for industry and practice, given that this, as far as the authors know, is the first systematic review of existing literature in this research area.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-24
      DOI: 10.1108/IJCHM-09-2021-1176
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Brand betrayal and moral judgment: consumers’ responses to M&A
           of local foodservice brands

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      Authors: Heyao Yu , Tiffany S. Legendre , InHaeng Jung
      Abstract: Mergers and acquisitions (M&As) are typical corporate strategies that provide hospitality business competitiveness. However, some recent evidence shows that when the merged and acquired (M&Aed) restaurants have strong local characteristics, consumers feel betrayed and perceive the M&As, legitimate business activities, as immoral actions. Building upon expectancy violation theory and moral foundation theory, this study aims to examine the moderating role of locavorism on the indirect effects of preexisting relationship quality on desire for avoidance and psychological loss through brand betrayal and moral judgment. This study used the M&A of Whataburger chain restaurant as the scenario and recruited 399 Texas Whataburger consumers. A moderated mediation model was developed to examine the mechanisms through which preexisting relationship quality on negative responses to M&A of local restaurants. The results showed preexisting relationship quality influences desire for avoidance and psychological loss negatively through brand betrayal and moral judgment. The indirect effects of relationship quality on the desire for avoidance and psychological loss become more accentuated among locavores. The results implied that merging and acquiring (M&Aing) companies should closely monitor consumer dialogues to promptly respond to post-M&A uncertainties when M&Aed company has a strong local identity. The unique contribution of this study is showing why consumers have extreme negative emotions and judgment of immorality when M&A decisions are made for local hospitality brands through the lens of brand betrayal and moral foundation theory. The results can help M&Aing companies mitigate consumers’ negative responses to M&A of local restaurants.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-23
      DOI: 10.1108/IJCHM-11-2021-1380
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Intellectual structure of leadership studies in hospitality and tourism

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      Authors: Ali Bavik , Mehmet Ali Koseoglu
      Abstract: This study aims to investigate the intellectual structure of leadership research in the hospitality industry through citation, co-citation and heat map analysis. Systematic bibliometric mapping was done using citation and co-citation analysis. This study covered journals from 1985 to 2020. After reviewing 172 published articles with 10,276 citations, results identified five main clusters. Hospitality managers can choose certain qualities (i.e. charisma, individualized consideration) or use servant leadership characteristics (i.e. selflessness) to direct employees toward more discretionary behavior. Former holistic studies on leadership applied different approaches, such as review studies (i.e. systematic review and meta-analysis) or evaluative studies (e.g. productivity measures). It mainly focused on extending the understanding of different leadership types in tourism and hospitality. Nevertheless, relational studies (e.g. citation analysis, bibliographic analysis) remained untouched.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-22
      DOI: 10.1108/IJCHM-10-2021-1264
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A prediction framework on the helpfulness of reviews for processing
           Chinese and English hotel reviews

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      Authors: Xiaokun Li , Yao Zhang
      Abstract: In the field of hospitality, most studies use English reviews and neglect non-English sources. The purpose of this paper is to exploit a predictive framework for review helpfulness that can process both Chinese and English textual comments. This study develops some methods for feature extraction from Chinese online reviews, extracts more comprehensive predictors and proposes a novel prediction framework of classification before regression. Hofstede’s cultural theory is used to explain differences in the determinants of the helpfulness of reviews in Chinese and English. The findings reveal that travelers from various countries do have discrepant perspectives on reviews helpfulness. Chinese tourists pay more attention to the reviewer profiles, whereas American tourists pay more attention to the review-related features. This research offers hoteliers with actionable implications for meeting the needs of travelers from dissimilar cultural societies. The authors’ prediction framework can be used by website developers to create a review helpfulness rating system that allows visitors to acquire beneficial information. On the one hand, the methods developed for extracting features of Chinese review, the hybrid set of features with several novel predictors and the prediction framework proposed in this study contribute to the methodology. On the other hand, this study is one of the few articles based on Hofstede’s cultural theory to guide a cross-cultural study on reviews helpfulness in hotel sector, which in turn contributes to the theory.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-20
      DOI: 10.1108/IJCHM-11-2021-1384
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Do tourists’ responsible behaviors shape their local food consumption
           intentions' An examination via the theory of planned behavior

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      Authors: Sevgi Balıkçıoğlu Dedeoğlu , Duygu Eren , Nilufer Sahin Percin , Şule Aydin
      Abstract: The primary purpose of this study is to reveal how the local food consumption intentions of international tourists are influenced by core variables of the theory of planned behavior (TPB). The secondary purpose is to explore the moderating role of responsible tourist behavior in these relationships. The present research was conducted on international tourists visiting Antalya, Turkey. The research data, collected from a total of 457 respondents, were tested and analyzed via partial least squares-structural equation modeling (PLS-SEM). Attitudes toward local food and perceived behavioral control have a positive and significant impact on local food consumption intention. Also, responsible tourist behavior has a moderating effect on both the relationship between attitude toward local food and local food consumption intention and the relationship between subjective norms and local food consumption intention. In their advertising campaigns, destination management organizations (DMOs) and local restaurants should prepare more sentimental advertising content by further focusing on nonrenewable limited resources of the destination and addressing tourists’ role in consuming the limited resources in question. Thus, tourists’ sense of responsibility toward destinations may be increased, possibly stimulating enhancement in their local food consumption intentions. This study explores the role of responsible tourist behavior in the construct of local food consumption through the lens of TPB. Said construct was included in the local food consumption intention model. This endeavor has paved the way for unraveling the interaction between responsible tourist behavior, attitudes and subjective norms, all of which are fundamental elements of the TPB toward increasing local food consumption intentions. This constitutes a remarkable contribution in understanding the local food consumption behavior of tourists. Moreover, because local food will be consumed in local restaurants located in the destinations, understanding the local food consumption intentions of tourists will enable local restaurants to develop innovative products by focusing on local food.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-17
      DOI: 10.1108/IJCHM-05-2021-0579
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Potential effects of green brand legitimacy and the biospheric value of
           eco-friendly behavior on online food delivery: a mediation approach

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      Authors: Xiaohua Chen , Timothy J. Lee
      Abstract: This study aims to apply legitimacy theory and self-identity theory to the online food delivery (OFD) app service and then to investigate the impact of green brand legitimacy and biospheric value orientation perceived by customers on eco-friendly behavior. This study focuses on the mediating role of trust in green brands and its perceived benefits (including psychological and environmental benefits). This study involved an online survey of 445 customers who had experienced using OFD services in the past six months. The platform's green brand legitimacy and consumer perceived biospheric value orientation positively impact trust in green brands. Trust in green products and services significantly affects customers' perceived benefits and has a positive impact on eco-friendly service using behavior. Mediating effect analysis indicated that brand legitimacy and biospheric value have a positive indirect influence on the psychological benefits of supporting green activities and utilitarian environmental benefits. The convenience sampling method is used, and its purely quantitative nature may limit the generalization of the research results. The OFD platform should encourage online catering retailers to use more eco-friendly packages for packaging food and minimize the provision of disposable tableware. The platform manager can provide consumers with knowledge and information on lowering related environmental pollution sources when ordering food. This study innovatively introduces brand legitimacy into the green consumption literature. This is an essential expansion of the content of brand legitimacy and a supplement for the research field of eco-friendly behavior.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-16
      DOI: 10.1108/IJCHM-07-2021-0892
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Positive and negative switching barriers: promoting hotel customer
           citizenship behaviour through brand attachment

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      Authors: Chang-Hun Lee , Hye-Rhim Kim
      Abstract: This study aims to develop and test a theoretical model postulating that a hotel customer’s brand attachment is reinforced by positive and negative switching barriers, which, in turn, determine customer citizenship behaviour (CCB) towards hotel brands. Surveys were conducted and completed by 233 respondents in the USA who had favourite hotel brands and used these brands in the previous year. A framework was developed based on the literature, and eight hypotheses were tested using structural equation modelling. The findings suggest that a customer’s brand attachment (brand-self connection and brand prominence) to a hotel is strengthened not only by relational benefits (positive switching barriers) but also by switching costs (negative switching barriers). Brand prominence can promote CCB, whereas the impact of brand-self connection on CCB is rather limited. This study highlights the importance of affirmative and passive reasons for customers to remain in a relationship with the hotel brand and how sub-dimensions of switching barriers are interrelated to predict a customer’s attitude and behaviour to the brand. By emphasising the role of customers’ hotel brand attachment, this study also ascertains that cognitive and affective bonds towards a hotel brand can be significant antecedents to their extra-role behaviours. This research contributes to the hospitality literature by expanding the realm of consumer behaviour research on switching barriers, brand attachment and CCB.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-16
      DOI: 10.1108/IJCHM-10-2021-1280
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Transparency, authenticity and purchase intentions: Chinese independent
           restaurants

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      Authors: Huijun Yang , Hanqun Song , Qing Shan Ding , Hanjun Wang
      Abstract: Drawing on signalling theory and focusing on independent restaurants, this study aims to investigate how business signals (transparency information and exposure) affect business transparency, food authenticity and, ultimately, purchase intentions. Using a 2 × 2 between-subject experimental design, Study 1 examines the recipe and an internet-famous restaurant, and Study 2 assesses the food supply chain and a celebrity-owned restaurant. Analysis of covariance and PROCESS are used to analyse the data. The results suggest that while revealing information on recipes and food supply chains positively affects business transparency, exposure has no significant impact. Additionally, secret recipes and revealed food supply chains contribute to higher food authenticity, whilst being a celebrity owner or internet-famous restaurant negatively affects food authenticity. Restaurant managers must be strategic and selective about the kinds of business signals they wish to reveal to customers. Secret recipes lead to higher food authenticity, whereas the revealed recipes and revealed food supply chains elicit higher business transparency. Independent restaurants should not rely on celebrity owners or seek internet fame, as neither type of exposure contributes to transparency or authenticity. This study advances the theoretical understanding of signalling theory relating to the determinants of transparency and food authenticity in a hospitality context. Contrary to previous studies, it reveals that exposure, as a transparency signal, has no impact on either business transparency or food authenticity. It extends knowledge and understanding of different types of independent restaurants, especially internet-famous restaurants.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-15
      DOI: 10.1108/IJCHM-10-2021-1290
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • An integrated framework of behavioral reasoning theory, theory of planned
           behavior, moral norm and emotions for fostering hospitality/tourism
           employees’ sustainable behaviors

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      Authors: Bo Meng , Myong Jae Lee , Bee-Lia Chua , Heesup Han
      Abstract: This paper aims to develop an integrated framework for a deeper understanding of employee sustainable behaviors in the workplace by using theories, such as behavioral reasoning theory, planned-behavior theory, goal-directed behavior theory, norm activation theory and belief-value-norm theory. A quantitative approach is used in the present research. This study used data from 343 employees who are from the hospitality and tourism industry to investigate the formation of employees’ sustainable behaviors. The research framework assumes that the reasons for sustainable behavior and the reasons against sustainable behavior predict global motives, which comprise attitude, subjective norm and behavioral control, and moral norm mediates the relationship between global motives, positive and negative anticipated emotions and behavioral intention. The hypothesized theoretical model had a sufficient degree of total variance with the behavioral intention and generally verified the hypothesized relationships, which served as a basis for modeling employee sustainable behavior in the workplace. This study integrated a framework that contributes to employee sustainable behavior in the tourism and hospitality industry by identifying the effects of motivational process, moral process and emotional process to perform sustainable behavior.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-14
      DOI: 10.1108/IJCHM-02-2022-0151
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Flight attendants staying positive! The critical role of career
           orientation amid the COVID-19 pandemic

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      Authors: Jincen Xiao , Jih-Yu Mao , Jing Quan
      Abstract: The airline industry has been one of the hardest-hit industries during the Corona Virus Disease 2019 (COVID-19) pandemic. This study aims to examine which flight attendants are likely to positively reappraise job insecurity and subsequently elevate their performance during the COVID-19 pandemic. A two-wave (i.e. Time 1 and Time 2), multi-source (i.e. flight attendants and chief flight attendants) survey was conducted. The final sample consists of 408 flight attendants matched with 57 chief flight attendants. Hierarchical linear modeling was used to test the hypotheses. Flight attendants with an organization-centered career orientation are likely to positively reappraise job insecurity and, in turn, have better job performance than those with a self-centered career orientation. Flight attendants are likely to experience job insecurity during the COVID-19 crisis. This study highlights a potential positive coping mechanism that is contingent upon flight attendants’ career orientations, facilitating the interaction of the stress-coping and vocational literature in a hospitality context.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-14
      DOI: 10.1108/IJCHM-08-2021-0965
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Duty of care for business travel: how do employers assess and manage
           business travel risk'

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      Authors: Alexandros Paraskevas , Ioannis Pantelidis , John Ludlow
      Abstract: The purpose of this study is to explore the risk factors that employers consider when assessing an employee’s business travel (BT) assignment and the risk treatment, crisis response and recovery strategies they use to discharge their BT duty of care. An exploratory approach is taken with in-depth interviews of 21 executives, travel managers and insurance brokers involved with the management of BT in four international hotel groups. In all, 12 follow-up interviews were conducted to assess the possible COVID-19 impact on BT risk management processes. Employers assess BT assignments considering the travel’s characteristics, including the destination’s risk profile against seven types of risks (health, political, transport, natural, crime, technology and kidnap), length of stay, travel mode and activities undertaken in the destination as well as the traveler’s profile which includes diversity and travel experience. Accordingly, they develop a range of duty of care strategies for BT risk treatment, crisis response and recovery. BT practitioners can use the proposed framework to develop risk assessment methodologies based on more accurate destination and traveler profiles and pursue targeted risk treatment strategies and insurance policies. The proposed duty of care approach can be used as a blueprint for organizations to design and manage BT policies. BT risk is an under-researched area. The extant research looks predominantly at travel risks and their assessment taking the traveler’s perspective. This study looks at business travel risk and explores it from an employer’s risk management perspective offering a BT risk assessment framework and a BT duty of care plan.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-14
      DOI: 10.1108/IJCHM-09-2021-1178
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Antecedents and consequences of co-creation value with a resolution of
           complex P2P relationships

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      Authors: Pantea Foroudi , Reza Marvi , Nazan Colmekcioglu
      Abstract: This study aims to address the following three questions: What are the main factors influencing co-creation behaviour among peers in a peer-to-peer (P2P) platform' What are the key consequences of such behaviour' and What are the main factors that positively influence a sense of commitment among peers in a P2P platform' This study used a positivist paradigm to scrutinise the causal associations between the scale validation and causal configurations of influential factors by using fuzzy set qualitative comparative analysis. Findings indicate that the significance of co-creation behaviour in enhancing the sense of commitment in a P2P platform. The implications for hospitality managers and researchers are discussed. The findings of this research provide interesting insights for peer providers in a peer platform on how to enhance co-creation. They also offer guidelines on how to build a positive sense of commitment in the peer platform. By investigating co-creation behaviour at the peer level, this research offers a unique theoretical contribution. Drawing on complexity theory, the research also proposes two tenets supporting the managerial contribution by identifying and clarifying how co-creation behaviour and related constructs can lead to a sense of commitment between peers in a P2P platform.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-14
      DOI: 10.1108/IJCHM-10-2021-1278
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Evaluating the effect of multifactors on employee’s innovative behavior
           in SMEs: mediating effects of thriving at work and organizational
           commitment

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      Authors: Nguyen Phuc Nguyen , Helen McGuirk
      Abstract: This study aims to explore the effect of multiple factors on employee innovative behavior (EIB) and examine the mediating role that thriving at work and organizational commitment play in this relationship, specifically related to the hospitality sector. Primary data was gathered from 612 employees across 100 small and medium-sized enterprises (SMEs) in Vietnam. Using covariance-based structural equation modeling and the bootstrapping method, the research estimates ten overarching hypotheses to address the research question: how do job, personal and contextual factors influence EIB' Job, personal and contextual factors influence EIB significantly and positively. The results uncover the relationship between workplace support and EIB under the mediating effects of thriving at work and organizational commitment. Especially interesting for the hospitality sector is that the authors find these three factors are a strong influence on EIB. Management can stimulate EIB by designing job control and job demand appropriately to build and maintain workplace social support in the organization, especially in the hospitality sector. Employees’ personal characteristics can also facilitate this behavior. The research adds to theory on EIB and methods to analyze the factors affecting this driver of innovation. The research enhances our understanding of EIB in the hospitality and the SME context generally. EIB is affected by employee perceptions of job factors (job demand and job control), personal factors (thriving at work and organizational commitment) and contextual factors (supervisor support, coworker support and climate for innovation).
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-14
      DOI: 10.1108/IJCHM-11-2021-1354
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • More general panel data models for hospitality and tourism research

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      Authors: A. George Assaf , Mike Tsionas , Florian Kock
      Abstract: This paper introduces more advanced panel data specifications that would exploit heterogeneity and allow for arbitrary forms of autocorrelation and heteroskedasticity in the error terms. In line with Assaf and Tsionas (2019a, 2019b), this paper builds on the Mundlak device to propose panel data models to allow for random slope coefficients, as well as time slope coefficients. This paper allows for arbitrary heteroskedasticity and autocorrelation, thus mitigating possible model misspecification. This paper develops and estimates the model in a Bayesian framework. This paper’s methods can be generalized to many nonlinear models including limited dependent variable models. This paper compares several competing models such as a classical panel data model, which has only firm effects. This paper also examines the role of standard deviations in the formation of firm effects and time effects in the Mundlak device. This paper clearly shows that our framework introduces the best flexibility and model fit. This paper illustrates the importance of using more flexible models (i.e. unit-specific and time-varying coefficients) for future estimation of panel data in the field. This paper discusses techniques that will improve panel data estimation in the hospitality and tourism literature.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-13
      DOI: 10.1108/IJCHM-01-2022-0034
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Process framework for innovation through tradition and its antecedents in
           rural heritage B&B

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      Authors: Wanfei Wang , Lu Ding , Jin Hooi Chan , Xiaoguang Qi
      Abstract: Innovation through tradition (ITT) is an increasingly important area of research particularly in the creative and cultural industries. The purpose of this study is to develop a process framework of ITT for rural heritage bed and breakfast (B&B) sector and investigate the antecedents and challenges of ITT implementation. Nine heritage B&Bs displaying successful ITT in Songyang county in China were selected as the research site. Multiple cases of B&B were interviewed, and some observations were conducted. This study adopted the process-oriented reflexive critical incident technique to collect qualitative data and analysed it thematically. Based on the findings, a five-phase innovation framework is proposed to demonstrate how ITT could be achieved in practice. These phases are idea generation, idea evaluation, initial implementation, continuing implementation and sustaining improvement. Three key antecedents (experience corridors, networks and institutional pressures) of ITT implementation were also identified. This study has showed that rural heritage B&Bs can differentiate themselves from competition by the means of ITT. This study proposes a process framework for this kind of innovation bringing to light the required steps, the antecedents and key activities which the practitioners should pay great attention. This study highlights the needs for continuing and sustaining innovations in the long term. This study proposes a novel five-phase process framework of ITT to encompass the innovation activities in heritage setting. For practitioners, this study recommends enhancing the sensing capability of local entrepreneurs through personal travel experience and establishing business networks as the key antecedents of a successful ITT under rural heritage setting.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-13
      DOI: 10.1108/IJCHM-08-2021-0990
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • How emotional regulation and conscientiousness break the reciprocal circle
           between customer mistreatment and surface acting: an experience sampling
           study

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      Authors: Junbang Lan , Yuanyuan Gong , Tao Liu , Man-Nok Wong , Bocong Yuan
      Abstract: Drawing on the conservation of resource theory and emotional contagion perspective, this study aims to propose that customer mistreatment has an indirect effect on subsequent customer mistreatment by triggering high levels of surface acting. In other words, there is a vicious circle formed as a result of customer mistreatment and surface acting. This paper further argues that emotional regulation and conscientiousness are effective in breaking this vicious circle. An experience sampling study was conducted on 97 frontline service employees in a hotel chain’s restaurants in China, with two daily surveys for ten consecutive days. Multilevel path analyses were used to test the hypotheses. The results indicate that employees experiencing customer mistreatment in the morning would adopt the surface acting strategy more frequently in the afternoon, which in turn induces more customer mistreatment in the afternoon. Further, this indirect effect can be mitigated by high (versus low) levels of emotional regulation and conscientiousness. Recently, there has been growing recognition of the vital links between customer mistreatment and negative employee outcomes. However, these studies have failed to consider the carryover effect of customer mistreatment. To the best of the authors’ knowledge, this is the first pioneer study on whether and how customer mistreatment can affect subsequent instances of customer mistreatment, thereby offering a more comprehensive understanding of the consequences of customer mistreatment.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-08
      DOI: 10.1108/IJCHM-09-2021-1102
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Hotel employees’ occupational stigma narratives: perceived attributes,
           formation paths and destigmatization mechanisms

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      Authors: Keheng Xiang , Fan Gao , Guanghui Qiao , Qingwen Chen
      Abstract: Hotel employees’ occupational stigma is often overlooked. Exploration of hotel employees’ occupational stigma representations, perception pathways and destigmatization provides an empirical basis for positive organizational behavior and psychology in the hotel industry. Therefore, this study aims to better understand the mechanism underlying inherent of occupational stigma. This study adopts a five-factor narrative analysis involving stigma narrative interviews with a purposed sampling of hotel employees (n = 18). Based on occupational stigma and resource conservation theories, this study designed a five-factor narrative analysis structure chart as the basis for data analysis. Findings indicate the existence of four quadrants of perceived occupational stigma attribute distribution, two paths of perceived occupational stigma formation and a more systematic occupational destigmatization mechanism path. The occupational destigmatization path and countermeasures proposed in this study can resolve talent drain and eliminate stereotyping in the hotel industry, which promote the industry’s rapid recovery and sustainable healthy development, providing the practical management guidelines for public communication via social media, and offer practical significance for existing hotel human resource management in modules such as organizational culture and training. This study broadens investigations of occupational stigma in a single, static context and explains the relationship between hotel employees’ stigma perceptions and destigmatization paths. Further, the mechanism of emotional energy distribution on spatial stigma was identified. These results have practical implications for organizational culture, training and employee care in hotel human resource management.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-08
      DOI: 10.1108/IJCHM-12-2021-1465
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • The COVID-19 crisis and factors driving international tourists’
           preferences for contactless dining services

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      Authors: Mehri Yasami , Md. Karim Rabiul , Pornpisanu Promsivapallop , Hongrui Zhu
      Abstract: The purpose of this study is to integrate the theory of planned behavior and the protection motivation theory to propose a theoretical framework for examining the influence of attitude, perceived behavioral control and subjective norms on international tourists’ intentions to select restaurants with contactless dining services (CDSs) as a protective behavior against COVID-19. This study further tested the moderation effects of subjective norms on attitude and perceived behavioral control links with intention. In all, 344 international tourists completed questionnaires via QR-coded Google forms in Phuket Old Town and Patong Beach in Thailand. Data analysis was conducted by SPSS and Smart-PLS (partial least square). Intention to select a restaurant with CDSs was influenced by attitude, perceived behavioral control and subjective norms. Subjective norms had a significant negative moderating effect on attitude and intention links. However, the moderation effect of tourists’ subjective norms on the connection between their perceived behavioral control and intention toward restaurant dining was not proved. Providing CDSs could be a quick solution to decrease the devastating effect of the COVID-19 pandemic on the restaurant industry. This study incorporated CDSs to expand the application of the integrated model of theory of planned behavior and protection motivation theory as a theoretical basis in the restaurant industry to explain how international tourists’ behavioral choices may change during the pandemic in Thailand. This study also contributes to the travel risk literature by highlighting the influence of attitude anchored on risk and efficacy beliefs (perceived vulnerability, severity and response efficacy) in predicting protective behavioral intention.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-07
      DOI: 10.1108/IJCHM-11-2021-1435
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Generation Z domestic food tourists’ experienced restaurant
           innovativeness toward destination cognitive food image and revisit
           intention

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      Authors: Li Ding , Caifen Jiang , Hailin Qu
      Abstract: This study aims to investigate the impacts of Generation Z (Gen Z) domestic food tourists’ perceived restaurant innovativeness on destination cognitive food image and examine the impacts of destination cognitive food image on destination brand image and tourists’ revisit intention. Data were collected through an online survey, and 337 Gen Z domestic food tourists in Guangzhou participated. Partial least squares structural equation modeling was used for the data analysis. This study found that tourists’ perceptions of restaurant menu, technology-based service and experiential innovativeness played essential roles in enhancing destination cognitive food image. In addition, the destination cognitive food image strengthened the destination brand image and increased tourists’ revisit intentions for the future. The destination cognitive food image perceived by Gen Z domestic food tourists is affected by the restaurant menu, technology-based service and experiential innovativeness. To build a solid destination food image, restaurant operators and decision-makers should prioritize the allocation of resources to develop their innovation capacity. This study also suggests a path of food tourism destination branding from stakeholders’ perspectives and encourages collaboration with stakeholders. Enhanced food tourism destination competitiveness toward the young tourists’ market will generate an overall win for stakeholders Food providers’ innovativeness, an important factor attracting young tourists’ attention, has been neglected in the discussion of the food tourism experience. This study fills the research gap, investigates the importance of restaurant innovativeness in building food tourism destination competitiveness and provides valuable suggestions to destination restaurant operators and decision-makers.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-07-2021-0903
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • How does quality of mobile food delivery services influence customer
           loyalty' Gronroos’s service quality perspective

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      Authors: Diep Ngoc Su , Duy Quy Nguyen-Phuoc , Tien Hanh Duong , My Than Tran Dinh , Tuan Trong Luu , Lester Johnson
      Abstract: The aims of this study are twofold: to examine mobile food delivery service (MFDS) from the perspectives of functional and technical quality, and to empirically evaluate the influences of functional and technical quality on customer loyalty toward MFDS. A conceptual framework of customer loyalty toward MFDSs was developed based on Gronroos’s service quality model. By using the PLS-SEM approach, the proposed model was empirically tested with a sample of 494 MFDS users through a survey via online social groups of food delivery service review. The study validated the multi-dimensionality of MFDS functional quality including six dimensions (e.g. ease of use, app design, responsiveness, privacy and security, information quality, and personalization) and MFDS technical quality including two dimensions (e.g. safety and quality of delivered food, and quality of delivery service). The results indicated a significant direct link between functional quality and loyalty toward MFDS, while the effect of technical quality on loyalty was not found. Both functional quality and technical quality of MFDS demonstrated positive associations with customer perceived value of MFDS, which had a positive linkage with customer loyalty toward MFDS. The findings of the study advances Gronroos’ (1990) service quality perspective to m-commerce contexts, therefore and also offers MFDS providers effective strategies to launch a successful food delivery service. The current study provides a first theoretical perspective on mobile service quality based on Gronroos’s model, which has not yet been examined. This study broadens the understanding of the loyalty toward a mobile-based service, particularly MFDS from the influences of two perspectives of service quality, namely, functional and technical quality.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-08-2021-1039
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • From shared leadership to proactive customer service performance: a
           multilevel investigation

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      Authors: Lijian Ji , Yijiao Ye , Xincai Deng
      Abstract: This study aims to develop and examine a cross-level model of the link between shared leadership and hotel employees’ proactive customer service performance (PCSP) by investigating employees’ harmonious passion as a mediator and employees’ traditionality as a moderator. The hypotheses were tested using hierarchical linear modeling based on multilevel data from 353 frontline service employees in 148 teams across 10 Chinese hotels. The results revealed that shared leadership promoted frontline service employees’ PCSP by enhancing their harmonious passion. Moreover, when employees traditionality was high, harmonious passion was less influenced by shared leadership. When employees traditionality was low, shared leadership exerted a more positive influence on harmonious passion. In addition, harmonious passion mediated the interactive effect of shared leadership and traditionality on frontline service employees’ PCSP. The findings suggest that organizations should cultivate shared leadership to promote frontline service employees’ PCSP. Organizations should also seek to enhance employees’ harmonious passion and foster a low-traditionality environment with the aim of maximizing the positive influence of shared leadership. First, this research expands the leadership-PCSP literature by shifting the research focus from vertical leadership to shared leadership. Second, it offers a novel framework based on self-determination theory to clarify the influence of shared leadership on PCSP. Finally, the focus on the moderating impact of traditionality identifies a new contextual factor that influences the effectiveness of shared leadership.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-09-2021-1077
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Investigating the effect of alternative golf experience on traditional
           golf: an integrated framework of perceived value, satisfaction, and
           involvement

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      Authors: Juhee Kang , David J. Kwun , Jeeyeon Jeannie Hahm
      Abstract: The goal of this paper is to investigate the relationships between consumers’ value perceptions, satisfaction and involvement, and, ultimately, their effects on behavioral intentions in the contexts of alternative golf (AG) and traditional golf (TG). Data were collected from potential golfers who had visited AG facilities in the past 12 months. Data were analyzed using confirmatory factor analysis and structural equation modeling. The findings of this study indicated that perceived value is a key element of developing satisfaction and promoting involvement, which resulted in visitors’ behavioral intentions toward AG and TG. In addition, satisfaction and involvement were found to sequentially mediate these relationships, and gender had a moderating effect on the relationship between AG and TG behavioral intentions. This study theoretically contributes to the literature by proposing an extensive research model that attempted to capture the connection between AG and TG intentions and the sequential mediating effects of satisfaction and involvement. The strong connection between AG and TG found in this study suggest practical implications for managers, marketers and sales personnel for both AG and TG. AG is defined as a non-traditional way to play golf that focuses more on entertainment and leisure activities. AG facilities are highly experiential spaces that include both golf and hospitality elements. The popularity of AG has increased in recent years with mostly anecdotal evidence of its influence on TG. This study empirically tested the role of AG in increasing the TG population.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-10-2021-1231
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • How do consumers engage with proactive service robots' The roles of
           interaction orientation and corporate reputation

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      Authors: Dongmei Li , Canmian Liu , Lishan Xie
      Abstract: This study aims to apply the elaboration likelihood model to explore when, how and why robotic services increase customer engagement. A field survey and two experiments were conducted to examine the proposed theoretical framework. The robots’ proactive behavior encouraged customers to trust and engage with them. The influence of this behavior on customer engagement increased for highly interaction-oriented customers or when the reputations of companies were poor. The findings can inform the efficient management of customer–robot interactions and thus support firms’ relationship marketing objectives. The literature on robotic services has recognized that robots should be proactive to ensure positive customer experiences, but few studies have explored the relational outcomes of proactive robotic services. The authors’ in-depth empirical examination thus extends research into the role these services can play in fostering customer engagement.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-10-2021-1284
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • ‘It’s not a big deal’: customer misbehaviour and social
           washing in hospitality

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      Authors: Irma Booyens , Anastasios Hadjisolomou , Dennis Nickson , Tayler Cunningham , Tom Baum
      Abstract: This study aims to examine customer misbehaviour in the hospitality sector during the COVID-19 pandemic. The study draws on a cross-sectional survey of employees in the Scottish hospitality sector highlighting customer misbehaviour as a key concern during the pandemic. Prevalent types of abuse and harassment experienced are outlined along with employee and management responses to incidents of misbehaviour. Verbal abuse and sexual harassment from customers are the most prevalent types of misbehaviour either experienced or witnessed by respondents. Customer misbehaviour is commonly thought of as “part of the job” and therefore “not a big deal”. Managers, largely, expect workers to tolerate abusive behaviours from customers and do not take reports of incidents seriously. Transformational managers need to foster workplace well-being with a focus on physical and psychological safety. Recognition of the issue and greater support for victims are furthermore required at an industry level and on the policy front. The research points to an uncomfortable reality in the service economy that needs to be confronted by society. It has, therefore, important implications for key stakeholders in ensuring fair, dignified and safe hospitality workplaces. Customer misbehaviour is reportedly worsening in times of COVID-19 as demonstrated by this study. Despite rhetoric that abuse and harassment are not tolerated, dismissive attitudes from managers – who expect workers to tolerate abusive behaviour – and employee silence about incidents lead the authors to argue that the failure to acknowledge and address this issue constitutes a form of “social washing” in hospitality.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-10-2021-1310
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Exploring the impact of social media platform image on hotel
           customers’ visit intention

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      Authors: Juei-Ling Ho , Kuan-Ying Chen , Lan-Hsun Wang , Shih-Shuo Yeh , Tzung-Cheng Huan
      Abstract: Many tourism-related industries, such as hotels, use social media as a marketing tool for promotion and distribution. This paper aims to use a model that explores the impact of social media platform image (SMPI) on customers’ visit intention (VI) in a hotel context, using hotel image (HI), motivation (Mot) and anticipated service quality (ASQ) as mediators. The objectives of this study are then: to understand the interactions between the two brand images, to test the mediation effect of HI, Mot and ASQ and to investigate how this interaction contributes to customers’ VI to hotel. This study used a convenience sampling method that targeted respondents who are willing to book a hotel using a social media platform such as Facebook and a hotel reservation website (Agoda, Airbnb, Booking.com, Hotels.com and Trivago) that have forums that allow customers to share their experiences. The survey was conducted through various social media platforms, with 349 responses being collected. This study finds that SMPI contributes to Mot largely through HI, Mot partly mediates the relationship between HI and ASQ and Mot contributes to VI mostly through direct impact and a small part through ASQ. The findings also indicate that SMPI is less potent in terms of contributing to the later constructs if HI is low. This research provides practical implications for marketers serving the hotel industry, and social media sites, and establishes the interrelationship between them. This research also offers insight to the hotel managers for using social media platforms to attract potential visitors because social media platforms in recent years have become significant contributors to customers’ decision-making process of booking and visiting a hotel. This study provides results on how social media platforms can be caused to become a more effective hotel promotion channel.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-12-2021-1469
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • “Building back better”: the impact of the COVID-19 pandemic on the
           resilience of the hospitality and tourism industries

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      Authors: Nazan Colmekcioglu , Denitsa Dineva , Xiaoming Lu
      Abstract: The purpose of this paper is to provide a critical synthesis of research conducted within the hospitality and tourism industries in response to the impact of the COVID-19 pandemic, identify key perspectives and themes relating to the recovery and resilience of the two sectors and put forward recommendations that help address organizational and consumer behavior changes produced by the pandemic. This study adopted a critical reflection approach to identify, select and synthesize relevant research based on which recommendations are drawn. This study offers a contemporary framework discussing three distinct themes that emerged from existing research regarding the impact of COVID-19 on the hospitality and tourism industries: management, marketing and consumer behavior. This study offers operational, practical and actionable recommendations for organizations about how to adapt and recover from the impact of the COVID-19 pandemic by guiding the industry in sustaining long-term resilience. This study provides a critical and current synthesis of selected literature and theory that discuss key implications of the COVID-19 pandemic for the recovery and resilience-building of the hospitality and tourism sectors.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-06
      DOI: 10.1108/IJCHM-12-2021-1509
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • Labor shortage: a critical reflection and a call for industry-academia
           collaboration

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      Authors: Linchi Kwok
      Abstract: This critical reflection aims to initiate an engaging dialogue about the labor shortage challenge facing the hospitality and tourism (H&T) industry. This paper discusses RQ1. Will the worsening labor shortage challenge improve in the short term' RQ2. How can industry professionals and academic leaders/professors work together to address the labor shortage issue' RQ3. How can academic research help address such a challenge' RQ1 was answered with three propositions in a critical reflection of relevant news updates, industrial/market reports and carefully selected relevant literature. Suggestions were made to respond to RQ2 and RQ3 in three areas of talent management: talent acquisition, learning and development and talent retention. The worsening labor shortage challenge will likely continue for some years due to an imbalance in labor supply/demand. The H&T industry should work closely with the H&T programs (one key supplier of managerial talent) to find solutions to the ongoing problem. This reflection focuses only on preliminary suggestions but could inspire related research endeavors. This paper suggests numerous industry–academia collaboration initiatives under talent management to address the worsening labor shortage. A strong industry–academia collaboration would address low enrollment in H&T programs, helping them recruit and retain top students. Eventually, a larger student candidate pool for managerial talent could help the industry meet the shifting labor demand. This timely reflection addresses a critical, worsening labor shortage situation in the H&T industry by offering original ideas and calling for a broader and more in-depth discussion among all H&T stakeholders.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-02
      DOI: 10.1108/IJCHM-01-2022-0103
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • An integrative model of facial recognition check-in technology adoption
           intention: the perspective of hotel guests in Singapore

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      Authors: Huey Chern Boo , Bee-Lia Chua
      Abstract: This study aims to explain how hotel guests form attitudes toward facial recognition technology in Singapore by integrating technology acceptance model (TAM), privacy calculus theory and personal innovativeness. A self-administered online questionnaire was developed with measurements adopted from past research. Guests who stayed in four- or five-star hotels in Singapore were recruited via systematic random sampling. Structural equation modeling was conducted to examine the proposed integrated models. Results showed that hotel guests performed calculative cognitive processes, weighing the benefits and risks of using facial recognition check-in system. Contradictory to the past research which suggested that trust activates both perceived risk and benefits, this study demonstrated that trust independently directed consumer attention on the benefits gained while risk perception was triggered by privacy concern. Furthermore, the current study revealed that the ease of use of facial recognition check-in system could possibly backfire. The research indicates that the effort to adopt new technology in the hotel industry is promising in view of the growing millennials and Generation Z population who are digital natives. Furthermore, the current study highlights ways to elevate institutional trust and divert consumers’ attention from risk perception to enhance their positive attitude and behavior toward accepting facial recognition check-in system. This study integrated TAM with privacy calculus theory and personal innovativeness in examining the acceptance of facial recognition check-in system in the hotel industry in Singapore. This study is also the first, to the best of the authors’ knowledge, to investigate the relationships among privacy concern, perceived risk, institutional trust and perceived benefits, as well as their effects on consumers’ attitudes and behavior toward the biometric system.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-02
      DOI: 10.1108/IJCHM-12-2021-1471
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • A systematic review of empirical studies of pro-environmental behavior in
           hospitality and tourism contexts

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      Authors: Mao-Tang (Brian) Lin , Dan Zhu , Claire Liu , Peter B. Kim
      Abstract: The purpose of this study was to gain a holistic view of pro-environmental behavior (PEB) among hospitality and tourism consumers through a systematic review of empirical studies. Based on this comprehensive review, this study demonstrates how the literature has been created and has evolved over time, thereby providing proposals for future research agendas. The preferred reporting items for systematic reviews and meta-analyses method was used as a rigorous searching method to provide an updated picture of the research on the PEBs of consumers in hospitality and tourism contexts. A total of 234 empirical studies from both hospitality and nonhospitality publications were selected for the review. The results reveal a growing interest in PEB in the hospitality and tourism context. Focal points, theories and research designs used to explain PEB among hospitality and tourism consumers were identified. In addition, the findings from the cross-tabulation analyses have provided valuable insights for tourism and hospitality research in this area. Based on the research findings, this study makes significant contributions to the literature by providing theoretical and practical implications with detailed directions for future researchers and practitioners. This study offers one of the first reviews to comprehensively and systematically analyze the empirical research into PEBs among hospitality and tourism consumers. PEB has received significant attention from researchers, practitioners and those policymakers concerned with the sustainability of environments. The findings of this research provide a comprehensive overview of the literature relating to hospitality and tourism through the identification of gaps that require further investigation. Future suggestions to assist practitioners and policymakers in eliciting PEBs are also discussed.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-02
      DOI: 10.1108/IJCHM-12-2021-1478
      Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
       
  • When observers of customer incivility revisit the restaurant: roles of
           relationship closeness and norms

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      Authors: YooHee Hwang , Xingyu Wang , Priyanko Guchait
      Abstract: Considerable research has examined the negative consequences of customer incivility on employees (e.g. turnover intention and sabotage behavior toward the customer). However, there is scant research investigating how other customers, as observers, may react to incivility. This knowledge gap should be filled because hospitality services are often consumed in the public setting where customers can observe and be influenced by each other. The purpose of this study is to fill this gap by examining observing customers’ willingness to revisit the company following customer incivility. Participants are American consumers recruited from a crowdsourced online panel. Two scenario-based experimental studies in the restaurant setting are conducted. Customer incivility and relationship norms (communal versus exchange) are manipulated, while relationship closeness is measured. Study 1 shows that following fellow customer incivility (vs civility), observing customers’ intention to revisit the company was lower when they perceive a distant relationship with the employee. This intention did not differ regardless of incivility and civility when they perceive a close relationship with the employee. Study 2 shows that when observing customers perceive a communal relationship with the employee, their revisit intention was even higher following customer incivility (vs civility). Hospitality managers need to train employees to identify signs of customer incivility and assume appropriate actions to reduce the negative consequences on observers. Hospitality managers should also communicate their expectations for respectful customer behaviors through an organization-wide campaign. Finally, hospitality businesses should foster a close relationship with their customers, particularly a communal relationship to offset the negative consequences of customer incivility on observers. This study adds to previous research by challenging the universally negative view of customer incivility. The authors do so by examining the moderating effects of relationship closeness and norms in observer reactions to customer incivility. This study contributes to previous research drawing on script theory and deontic justice theory.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-02
      DOI: 10.1108/IJCHM-12-2021-1490
      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)
       
  • Why customer mistreatment undermines hospitality employees’ performance:
           the moderating role of job crafting

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      Authors: Wenzhu Lu , Haibo Wu , Shanshi Liu , Zisheng Guo , Xiongtao He
      Abstract: Based on the person-environment (P-E) fit theory, this study aims to explore the effect of customer mistreatment on the reduced service performance of hospitality employees mediated by person-job (P-J) fit perceptions and moderated by job crafting. The authors tested this study’s hypotheses with a nine-day diary study involving 83 service employees located in Lanzhou, China; a total of 548 daily surveys were completed. The authors used multilevel structural equation modeling to analyze the data. Employees who experienced daily customer mistreatment suffered diminished P-J fit perceptions, leading to lower levels of service performance the next day. In addition, job crafting significantly buffered the impact of customer mistreatment on P-J fit perceptions and the indirect impact of customer mistreatment on service performance through P-J fit perceptions. Given the damaging effect that customer mistreatment has on service performance, where employees’ P-J fit perceptions are impaired, hotel managers should implement service competence improvement training programs and managerial preventions to reduce the possibility of customer mistreatment behavior. The moderating role of job crafting behavior suggests that managers should offer supportive practices (i.e. job autonomy) to encourage job crafting behaviors among employees. This study reveals that individuals’ P-J fit perceptions can explain the damaging impacts of customer mistreatment on service performance, a finding that contributes valuable information to the literature on customer mistreatment and P-E fit. Second, this study also tests the impact of individuals’ job crafting behaviors in terms of mitigating the negative effect of customer mistreatment. Finally, this study’s findings broaden the scope of predictors of P-J fit perceptions by revealing that customer mistreatment can pose a threat to hospitality employees’ P-J fit perceptions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-07-15
      DOI: 10.1108/IJCHM-06-2021-0801
      Issue No: Vol. 34 , No. 10 (2022)
       
  • From teamwork to psychological well-being and job performance: the role of
           CSR in the workplace

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      Authors: Ho-Seok Kim , Minseong Kim , Dongwoo Koo
      Abstract: Although the positive impact of corporate social responsibility (CSR) initiatives on personal and organizational outcomes has been studied in the fields of human resource management and the hospitality industry, scholars in these fields still consider CSR as a promising area with potential. Drawing upon the dual concern and the attribution theories, this study aims to identify three stages of formations from teamwork with colleagues and personal benefits to organizational benefits from social responsibilities of hospitality companies via an integrated research model. With the data collected from 324 frontline employees in hospitality enterprises in South Korea, this study empirically investigated the interrelationship to predict frontline employees’ job performance. The empirical results from structural equation modeling indicated that perceived management support for CSR and perceived colleague support for CSR had significant influence on empathetic concern for colleague and anticipated positive affect, separately. Also, empathetic concern significantly affected psychological well-being and job satisfaction, while an anticipated positive affect significantly influenced job satisfaction. Finally, psychological well-being and job satisfaction had a significant impact on job performance. This study provides several managerial implications for maximizing the effectiveness of hospitality companies’ CSR practices, enhancing frontline employees’ psychological well-being, job satisfaction and job performance. Based on the empirical findings, this study provided meaningful theoretical and managerial implications to maximize the effectiveness of CSR initiatives and maximize frontline employees’ job performance in the hospitality industry.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-06-02
      DOI: 10.1108/IJCHM-11-2021-1426
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Fueling the spirit of care to surmount hazing: foregrounding the role of
           spiritual leadership in inhibiting hazing in the hospitality context

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      Authors: Moazzam Ali , Muhammad Usman , Imran Shafique , Thomas Garavan , Muhammad Muavia
      Abstract: This study aims to investigate direct and indirect (via perceived caring climate) links between spiritual leadership and hazing at work in the hospitality context. The authors also test the role of employee interpersonal justice values as a boundary condition. The authors collected time-lagged data from 441 newcomers and their 441 peers (existing hotel employees) and analyzed the data using structural modeling equation in Mplus (8.6). The authors found a negative relationship between spiritual leadership and hazing behaviors. Further, perceived caring climate mediated the relationship between spiritual leadership and hazing behaviors. The results also provided support for employee interpersonal justice values as the boundary condition on both the direct relationship between spiritual leadership and perceived caring climate and the indirect relationship between spiritual leadership and workplace hazing. The authors suggest that there is a value in having organizational leaders who demonstrate spiritual leadership behaviors. This will enhance hospitality employees’ perceptions of a caring climate and undermine their engagement in hazing behaviors. This study makes an important contribution to the nascent literature on workplace hazing behaviors and spiritual leadership in the hospitality context. The study is also noteworthy because it provides important insights into the antecedents and outcomes of perceived caring climate, an important contextual resource that has imperative implications for hospitality employees’ hazing behaviors.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-26
      DOI: 10.1108/IJCHM-09-2021-1087
      Issue No: Vol. 34 , No. 10 (2022)
       
  • To speak or not to speak: motivators for internal whistleblowing in hotel
           industry

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      Authors: Shalini Srivastava , Pragya Gupta
      Abstract: Using self-determination theory as the theoretical framework, the study examines the role of workplace spirituality in motivating internal whistleblowing in an organization and whether it gets enhanced by ethical leadership and moral courage of an employee. The study was administered to 312 employees belonging to the hotel industry in north India. A three-waves study with a gap of one month each was used for data collection. The study used AMOS and PROCESS Macro to examine the hypothesized relationship. The study found a positive association between workplace spirituality and internal whistleblowing, and a parallel mediating impact of employee’s moral courage and ethical leadership on workplace spirituality and internal whistleblowing relationship. The work suggests that by recognizing and enforcing the motivating factors that encourage an employee to blow the whistle and reveal illegal, immoral or illegitimate organizational practices, an organization may be able to maintain an ethical stance and create a positive image of itself. The unique contributions of this study include determining the role of workplace spirituality in supporting internal whistleblowing, especially in the Indian context. Keeping in view the huge losses incurred by hospitality sector during pandemic, internal whistleblowing by employees will create a positive image for the organizations and help in revival.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-25
      DOI: 10.1108/IJCHM-11-2021-1366
      Issue No: Vol. 34 , No. 10 (2022)
       
  • User-generated reviews and the financial performance of restaurants

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      Authors: Saddam Abdullah , Philippe Van Cauwenberge , Heidi Vander Bauwhede , Peter O'Connor
      Abstract: This paper aims to examine the impact of selected characteristics (rating, volume and variability) of online user-generated reviews on the bottom-line profitability of restaurants. Restaurant-level review data are extracted from TripAdvisor and matched with firm-level data from the financial reports gathered from the Belfirst database of Bureau van Dijk. The resulting sample contains data on 2,297 Belgian firms over the period 2007–2018, for which 134,831 reviews are investigated. The author’s regression model of firm-level profitability is estimated against online review characteristics and various financial control variables, including past profitability. This research model and estimation technique address the endogeneity concerns that typically weaken this kind of study. While comparable studies on hotels document a positive association between review characteristics and profitability, the authors find no relationship between review rating, volume and variability in the profitability of restaurants. Due to the format of the financial reports of small and medium-sized enterprises (SMEs), data on turnover and cost of materials/services was not available for most restaurants in the sample, limiting our potential for analysis. In addition, our assessment of electronic word of mouth (eWOM) was limited to measures derived from user-generated reviews on TripAdvisor. In the literature on eWOM, the importance of online reputation is hardly disputed, especially in the context of the hospitality sector. However, most research to date has focused on the hotel sector and top-line measures of success. This study uses restaurant-level financial data, focuses on bottom-line profitability, considers potential endogeneity issues and pays careful attention to the estimation technique. The results fail to establish a direct relationship between eWOM metrics and financial performance and are surprising, meriting further investigation to establish the underlying causes. In contrast to prior studies on the impact of eWOM on restaurant performance at a group level, this study examines the impact on unit-level profitability, taking into account several potential sources of estimation bias. In addition, the authors challenge this finding with a battery of sensitivity tests, revalidating the absence of a relationship in each case.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-20
      DOI: 10.1108/IJCHM-10-2021-1236
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Perceived price and trustworthiness of online reviews: different levels of
           promotion and customer type

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      Authors: Huifeng Pan , Zhiqiang Liu , Hong-Youl Ha
      Abstract: Prior hospitality studies have reviewed review trustworthiness and perceived price as predictors of restaurant selection. However, the impacts of these two factors may vary by sales promotion and customer types. This study aims to determine whether sales promotions and customer type are the key elements that facilitate behavioral intentions by moderating the linkage between perceived price and behavioral intentions as well as the linkage between online review trustworthiness and behavioral intentions. Analysis of the responses of 533 individuals familiar with the Michelin Guide for restaurants in Seoul provided evidence supporting a sales promotion theory wherein promotions signal benefits in consumers’ minds. The findings show that when perceived price is positive and the trustworthiness of online reviews is high, repeat customers prefer mixed coupons to price discounts. Notably, the results indicate that when the trustworthiness of online reviews is high, first-time customers also prefer mixed coupons to price discounts. Furthermore, the findings suggest that negative evaluations of perceived price increase the impact of mixed coupons by signaling to first-time customers that given restaurants’ offerings provide monetary benefits regardless of their intentions to revisit said restaurants. The study findings provide insights that should help managers better understand various levels of promotion. Managers can design their pricing strategies to strengthen customers’ motivations to visit their restaurants – the very thing customers often seek in sales promotions. This study provides indisputable evidence for a sales promotion theory, wherein promotions signal benefits in consumers’ minds; however, it also shows that first-time and repeat customers do not respond equally to sales promotions.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-20
      DOI: 10.1108/IJCHM-12-2021-1524
      Issue No: Vol. 34 , No. 10 (2022)
       
  • What affects the online ratings of restaurant consumers: a research
           perspective on text-mining big data analysis

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      Authors: Jun Liu , Yunyun Yu , Fuad Mehraliyev , Sike Hu , Jiaqi Chen
      Abstract: Despite a significant focus on customer evaluation and sentiment analysis, limited attention has been paid to discrete emotional perspective in terms of the emotionality used in text. This paper aims to extend the general-sentiment dictionary in Chinese to a restaurant-domain-specific dictionary, visualize spatiotemporal sentiment trends, identify the main discrete emotions that affect customers’ ratings in a restaurant setting and identify constituents of influential emotions. A total of 683,610 online restaurant reviews downloaded from Dianping.com were analyzed by a sentiment dictionary optimized by the authors; the main emotions (joy, love, trust, anger, sadness and surprise) that affect online ratings were explored by using multiple linear regression methods. After tracking these sentiment review texts, Latent Dirichlet Allocation (LDA) and LDA models with term frequency-inverse document frequency as weights were used to find the factors that constitute influential emotions. The results show that it is viable to optimize or expand sentiment dictionary by word similarity. The findings highlight that love and anger have the highest effect on online ratings. The main factors that constitute consumers’ anger (local characteristics, incorrect food portions and unobtrusive location) and love (comfortable dining atmosphere, obvious local characteristics and complete supporting services) are identified. Different from previous studies, negativity bias is not observed, which poses a question of whether it has to do with Chinese culture. These findings can help managers monitor the true quality of restaurant service in an area on time. Based on the results, restaurant operators can better decide which aspects they should pay more attention to; platforms can operate better and can have more manageable webpage settings; and consumers can easily capture the quality of restaurants to make better purchase decisions. This study builds upon the existing general sentiment dictionary in Chinese and, to the best of the authors’ knowledge, is the first to provide a restaurant-domain-specific sentiment dictionary and use it for analysis. It also reveals the constituents of two prominent emotions (love and anger) in the case of restaurant reviews.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-06-2021-0749
      Issue No: Vol. 34 , No. 10 (2022)
       
  • A comparative review of hospitality and tourism innovation research in
           academic and trade journals

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      Authors: Anqi Cao , Fangfang Shi , Billy Bai
      Abstract: The purpose of this review paper is to identify the themes of hospitality and tourism innovation research published in academic and trade journals between 2010 and 2020, to explore the common and different areas of interest between academia and the industry and to examine the trends of innovation research themes during this period to suggest future research directions. The EBSCO Hospitality and Tourism Index was used as the data source. Co-word analysis was conducted via the Leximancer software to identify key areas of interest in hospitality and tourism innovation. Trends in hospitality and tourism innovation over the ten-year period were revealed by a time-dimension analysis. This study produced a conceptual map demonstrating focal points and trends in hospitality and tourism innovation. Trade journals were found to be dominated by product innovation driven by technological development, while academic journals covered more topics, such as employee innovation, sustainable innovation, leadership innovation and user generated content (UGC). Academia was shown to follow in the footsteps of industry in publication on several topics. Furthermore, academic interest in certain topics, such as hotel service innovation, UGC and social media, lasted several years. This study can facilitate knowledge transfer between academia and the industry. It also provides directions for future research based on historical and comparative analysis. This research extends the scope of existing review studies by including articles published by trade journals. It also adds a time dimension, which helps to unveil the evolution process of hospitality and tourism innovation research and practice.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-11-2021-1443
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Local government’s role in promoting city hospitality: a
           meta-ethnography with a public management perspective

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      Authors: Carla Del Gesso , Rab Nawaz Lodhi , Cihan Cobanoglu
      Abstract: Adopting a public-management perspective, this study aims to conduct a meta-ethnography to discern local government’s role in city hospitality in terms of promoting the welcome the city gives its guests, filling a gap in research into the subject. The authors used the seven-step iterative approach of Noblit and Hare’s meta-ethnography. By conducting a systematic search in the major bibliographic databases, ten qualitative studies on city hospitality were identified that met the criteria to be included. Concepts alluding to a local government’s role in city hospitality were coded in NVivo 11 software, translated and interpreted through the lens of public management. A total of 14 semi-structured interviews with experts were also conducted to further validate the meta-ethnography findings. Six interrelated, third-order constructs were developed and conceptualized into an articulated model describing local government’s role in city hospitality from a public-management perspective: advocating, co-creating, strategizing, planning and implementing city hospitality, and promoting it into a sustainable tourism development. The model, also substantiated by expert feedback, describes local government actions to promote city hospitality and achieve sustainable tourism. It highlights a responsive, proactive and collaborative role for local government as a key actor responsible for the strategic management and co-creation of city hospitality. The study introduces public governance cues into a city hospitality context, with theoretical and practical implications for hospitality and tourism researchers, businesses, politicians, public managers, city officials and destination marketing/management practitioners. The study proposes an original conceptual model that serves as an overarching framework and operative tool for understanding and practicing city hospitality in a contemporary public-management perspective. This lays the foundations for the development of a broadened notion of hospitality management, extended from the traditional context of the hospitality industry to that of the city or place. The study also showcases how meta-ethnography can be an effective methodology in business, management and accounting research, within which it is still a novelty.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-09-2021-1092
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Can developmental culture enhance team service innovation'
           Quantitative and qualitative analyses in the hospitality industry

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      Authors: Mingjun Yang , Tuan Trong Luu , David Qian
      Abstract: Service innovation benefits hospitality organizations’ service quality and competitive advantages. However, how and when team culture amplifies team service innovation is still not fully comprehended. Thus, this study aims to reveal the mediation and moderation mechanisms behind the team-level culture and service innovation nexus. This study used both quantitative and qualitative methods to validate the research model. The authors collected data from leaders and their members working in the hospitality sector in China. The results demonstrated the positive nexus of developmental culture and team service innovation. This nexus was sequentially mediated by aggregated creative role identity and aggregated creative self-efficacy and was also strengthened by task interdependence. The results indicated that hospitality practitioners should consistently instill the values of developmental culture into their members to trigger their teams’ service innovative endeavors. They should also design more tasks requiring intensive teamwork and encourage members to complete these tasks collaboratively. This study advances the understanding of the direct, mediating and moderating effects behind team service innovation.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-19
      DOI: 10.1108/IJCHM-05-2021-0688
      Issue No: Vol. 34 , No. 10 (2022)
       
  • You don’t have to tip the human waiters anymore, but … Unveiling
           factors that influence consumers’ willingness to pay a price premium for
           robotic restaurants

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      Authors: Stephanie Hui-Wen Chuah , Siriprapha Jitanugoon , Pittinun Puntha , Eugene Cheng-Xi Aw
      Abstract: This study aims to simultaneously examine the influence of demographic, psychographic and situational factors on consumers’ willingness to pay a price premium (WTPp) for robotic restaurants and to profile market segments based on consumers’ WTPp levels (positive, neutral and negative). Using an online survey, the data were gathered from a sample of 897 Thai consumers who had dined at a robotic restaurant in the past 12 months. Structural equation modeling, chi-square tests and the one-way analysis of variance were used for data analysis. Demographic (gender, age, income and marital status), psychographic (perceived advantages/disadvantages, personal innovativeness and personality traits) and situational factors (perceived health risk and self-protection behavior) significantly influence consumers’ WTPp for robotic restaurants. The positive price premium group differs significantly from the neutral and negative price premium groups in terms of demographic, psychographic and situational profiles. The findings of this study help restaurateurs target the correct customers and set up appropriate price fences to safeguard profits and maximize return on investment. This study contributes to the literature on technology-based services and hospitality by heeding the calls made by Ivanov and Webster (2021) and providing much-needed empirical evidence of possible changes in consumers’ WTPp for robot-delivered services in restaurants due to COVID-19.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-08-2021-1023
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Cue congruence effects of attribute performance and hosts’ service
           quality attributes on room sales on peer-to-peer accommodation platforms

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      Authors: Dongzhi Chen , Jian-Wu Bi
      Abstract: This study aims to explore how attribute performance and hosts’ service quality attributes affect room sales on peer-to-peer (P2P) platforms from the cue congruence perspective. More than 9.53 million reviews concerning 258,473 listings located in 35 major cities worldwide were collected from Airbnb. Data was collected from December 2019 to December 2020 and was analysed using a generalised linear model. Results show that when attribute performance and hosts’ service quality attributes give positive signals, Airbnb room sales are significantly higher than when the two kinds of cues give inconsistent or negative signals; when attribute performance gives positive signals and hosts’ service quality attributes give negative signals, room sales are higher than when the former gives negative signals and the latter give positive signals; surprisingly, when both kinds of cues give negative signals, room sales are higher than when attribute performance gives positive signals and hosts’ service quality attributes give negative signals. This paper adds useful insights on understanding of cue congruence (incongruence) effect on room sales of P2P accommodation platforms. This study has practical implications for hosts, online platform managers and guests regarding how to use online strategies and promotions on the Airbnb platform. This study is an early attempt to explore how the combination of attribute performance and hosts’ service quality attributes affects Airbnb room sales under the conditions of consistency and inconsistency.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-10-2021-1275
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Outcomes of environmental awareness

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      Authors: Mona Bouzari , Homayoun Pasha Safavi , Taraneh Foroutan
      Abstract: Grounded on the collected data and basic view of the belief-action-outcome, the current study aims to investigate the mediating role of environmental commitment (EC) in the relationship between environmental awareness (EA) and three outcomes, namely, pro-environmental behavior (PEB), willingness to sacrifice for the environment (WSE) and nongreen behaviors (NGB). Data was gathered from 509 restaurant employees and 96 supervisors in two different waves through a 10-day time lag in India. Structural equation modeling was used to understand the relationships using LISREL 8.30. This study verified that employees’ EA is significantly related to EC. Moreover, according to the results, employees’ EC is positively related to PEB and WSE while it is negatively related to NGB. The results similarly attested to the mediation impact of EC in the relationship between EA and the outcomes. Organizations’ employment of green and eco-friendly practices can make employees more familiar with environmental concepts and practices. The current study encourages restaurant managers to regularly invest and be involved in developing relevant environmental training, which can improve employees’ knowledge and awareness of environmental matters. By highlighting overlooked concerns in the restaurant and service literature, the current study makes significant contributions in the context of the restaurant industry. To date, there is not a single indication of any study that analyzes the impact of EA on employee EC and its potential links to other employee outcomes.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-11-2021-1412
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Beyond “good company”: The mediating role of innovation in the
           corporate social responsibility and corporate firm performance
           relationship

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      Authors: Changsok Yoo , Jihwan Yeon , Seoki Lee
      Abstract: The link between corporate social responsibility (CSR) and corporate firm performance (CFP) has been extensively studied, but a significant research gap remains when considering potential mediating factors that can provide a more comprehensive and complete picture of the CSR-CFP link. Among the possible mediators, innovation is one of the most noteworthy factors, but previous studies have found inconsistent results between CSR and innovation in the service industry context. Existing studies have reported an insignificant or negative relationship between CSR and innovation in the service industry, including the hospitality industry. To clarify this controversy, this study aims to propose the positive mediating role of innovation to explain the CSR-CFP link in the hotel and casino industry. To discover the relationship among CSR, innovation and CFP, a panel data analysis, the two-way fixed-effects model, is used with robust standard errors. Particularly, to examine the mediating role of innovation, this study conducts Sobel, Aroian and Goodman tests. The sample period is from 2000 to 2017, consisting of 342 firm-year observations. With a sample of publicly traded US hotel and casino firms, this study confirms the mediating role of innovation and suggests a strategic direction of CSR, highlighting the importance of innovation in the hospitality industry. This study presents an important piece of evidence regarding non-technological innovation and proposes a strategic direction of CSR in the hotel and casino industry to achieve competitive advantages. Adopting a new measurement method of innovation using data envelopment analysis, this study serves as a reference for a better understanding of a role of innovation in the CSR-CFP link for hospitality scholars.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-10-2021-1288
      Issue No: Vol. 34 , No. 10 (2022)
       
  • Examining airline employees’ work-related stress and coping strategies
           during the global tourism crisis

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      Authors: Bee-Lia Chua , Amr Al-Ansi , Seongseop (Sam) Kim , Antony King Fung Wong , Heesup Han
      Abstract: This study aims to investigate the theoretical relationships between job stressors, psychological stress and coping strategies in the context of the global travel and tourism crisis faced by the airline industry. An online cross-sectional survey was designed to obtain empirical data from airline employees in South Korea and Hong Kong. A total of 366 airline employees participated in the survey through convenience sampling method. The structural equation modeling findings indicated that work schedule and demand; job insecurity and financial concerns; and role conflict played a significant role in creating psychological stress, which, in turn, determined emotion-oriented coping. The influence of the identified job stressors on psychological stress was significantly different between South Korean and Hong Kong airline employees. The study demonstrates ways in which airline employees react to stressful work circumstances to avoid loss of resources. Furthermore, it highlights the role that psychological stress plays in influencing airline employees to direct attention to emotion-oriented coping mechanisms. In view of the immense impact of the COVID-19 pandemic on the global airline industry, this study expands the role of job stressors in a peculiar and unprecedented work environment in the airline industry and accentuates the varying effects job stress may have on coping strategies from the perspective of airline employees in an Asian culture.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-09-2021-1085
      Issue No: Vol. 34 , No. 10 (2022)
       
  • The interaction effects of congruence type, assessment perspective and
           social distance on visit intention

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      Authors: Li Wang , Xiangdong Shen , Lei Yan , Pengfei Li
      Abstract: The purpose of this study is to explore the three-way interaction effects among congruence type (proximal vs distal) of nonverbal ad messages, assessment perspective (internal vs external) of verbal ad messages and social distance (close vs faraway) on consumers’ visit intention. After developing the four categories of restaurant advertisements and scenarios for each type of social distance, the authors used 780 observations collected from Chinese consumers via the online survey platform Sojump and WeChat. The authors conducted ANOVA to test the hypotheses. The results reveal that in proximal congruence situations, consumers who feel a close social distance between themselves and their companions report higher visit intentions when exposed to internal versus external perspective-oriented ad messages; in distal congruence situations, external perspective-oriented ad messages elicit higher intention to visit advertised restaurant when consumers feel a far social distance between themselves and their companions. Future research can focus on the different categories of messages, such as functional and experiential messages, to find whether similar interaction effects are explored or not. This paper suggests some practical implications for advertisers to maximize the impact of advertisements on consumers’ behavioral outcomes via combining the different characteristics of nonverbal and verbal messages effectively, especially according to their target consumers’ characteristics. In the view of the three-way interaction effects, this paper offers a new lens on understanding how advertisements influence consumers’ behavioral outcomes, which could contribute to the advancement of advertisement theories.
      Citation: International Journal of Contemporary Hospitality Management
      PubDate: 2022-05-17
      DOI: 10.1108/IJCHM-10-2021-1240
      Issue No: Vol. 34 , No. 10 (2022)
       
  • International Journal of Contemporary Hospitality Management

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