B&B host work-life balance and customer online self- disclosure: A cross-level mediation effect of work vigor

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-10-30 DOI:10.1016/j.ijhm.2024.103953

Chen-Ju Lin , Chia-Yen Wu , David Pauleen

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Abstract

This study, based on conservation-of-resources theory and self-disclosure perspective, establishes and validates a theoretical framework that contributes domain knowledge to micro-scale hospitality management. Empirical data were collected from 109 bedand-breakfast (B&B) hosts and their 528 dyadic customers in east Taiwan. Our findings indicate that the cross-level mediation effect of B&B host work vigor can mediate the relationship between B&B host work-life balance and customer satisfaction. Efforts by B&B owners to improve work-life balance could have practical implications including greater family support and more satisfied B&B customers. These satisfied customers will make more recommendations to their online followers, and tend to play the role of opinion leader thorough self-disclosures of their photos, opinions, evaluations and stories about their B&B stays to their social media friends and the B&B’s potential customers. This study contributes to the validation of cross-level causality relationships between B&B operators’ work-life balance and customers’ electronic word-of-mouth behaviors.

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民宿主人工作与生活的平衡以及顾客在线自我披露：工作活力的跨层次中介效应

本研究以资源保护理论和自我披露视角为基础，建立并验证了一个理论框架，为微观酒店管理贡献了领域知识。实证数据收集自台湾东部的 109 家民宿（B&B）主人及其 528 位二元顾客。我们的研究结果表明，民宿主人工作活力的跨层次中介效应可以调节民宿主人工作与生活平衡和顾客满意度之间的关系。餐饮业主为改善工作与生活的平衡所做的努力可能会产生实际影响，包括更多的家庭支持和更多满意的餐饮业主顾客。这些满意的顾客会向他们的在线追随者推荐更多的产品，并倾向于扮演意见领袖的角色，向他们的社交媒体朋友和 B&B 的潜在顾客自我披露他们在 B&B 住宿期间的照片、意见、评价和故事。本研究有助于验证 B&B经营者的工作与生活平衡与顾客电子口碑行为之间的跨层次因果关系。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.