International Journal of Contemporary Hospitality Management最新文献

{"title":"Rethinking work-life integration: empowering talent in emerging hospitality and tourism work paradigms","authors":"Jie Gao, Ye Zhang, Shi Xu, Emily Ma","doi":"10.1108/ijchm-05-2024-0736","DOIUrl":"https://doi.org/10.1108/ijchm-05-2024-0736","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to explore work–life integration (WLI) as a crucial mechanism underpinning the transformation of the hospitality and tourism industry from shifts in work paradigms, including rapid technological advancements, flexible work forms, quiet quitting, increasing awareness of well-being, cultural diversity and gender disparity. It further develops the coping strategies and research agenda.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Through the bridged lens of the work–life boundary theory and conservation of resources theory, this research critically analyzes the literature on emerging work paradigms and WLI and develops a conceptual framework guiding the systematic examination of the WLI mechanisms underpinning the influence from work paradigm shifts.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The analysis reveals the underpinning mechanisms in managing WLI, highlighting the importance of systematic and customized work–life management strategies in adapting to evolving work paradigms. An integrated conceptual framework is developed to guide future research and practical applications.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study underscores the critical need for strategic WLI management, emphasizing its importance for sustainable industry development. It also proposes actionable work–life management strategies for stakeholders, aiming for positive outcomes at personal, organizational and industrial levels amid the paradigm shifts.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The comprehensive conceptual framework uniquely bridged two theories that afford a novel, interconnected and in-depth approach to analyzing how work paradigm shifts reshape the industry. It further broadens the research agenda on WLI, with promising research directions proposed for advancing the understanding of the ever-evolving hospitality and tourism work landscapes.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"1 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143026636","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Why not travel? Reviewing constraints from the perspective of customer rights in hospitality and tourism","authors":"Yihong Chen, Sirong Chen, Rob Law","doi":"10.1108/ijchm-07-2024-1033","DOIUrl":"https://doi.org/10.1108/ijchm-07-2024-1033","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>A substantial body of literature discusses the motivations and intentions behind participation in hospitality and tourism (HT). However, a coherent framework for systematically studying the antecedents, interactions and differences of non-participation is lacking. This paper aims to comprehensively identify the mechanisms behind non-participation in HT activities by conducting a critical review focusing on unequal rights.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study commences by focusing on a review of research on HT constraints, drawing upon the theory–context–method framework. Subsequently, a critical evaluation is adopted to clarify the constraints at different levels within the socio–ecological model (SEM) and explore the underlying mechanisms from the perspective of substantive rights within self-determination theory.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study identifies the most common theories and methods related to non-participation in HT and explores features of non-participating groups across different countries. In addition, the SEM facilitates the coding of reasons for non-participation in HT into 40 initial concepts, 14 categories and 5 levels. The non-participation of HT model (NPHTM) recognizes three interactive mechanisms of rights inequality: autonomy, relatedness and competence rights.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>Theoretically, this study integrates the internal negotiation process with the external opportunity inequality, extending the existing research. The identified constraints facilitate qualitative coding and the identification of quantitative variables for future studies. The proposed NPHTM framework deepens understanding of individual−environment interactions and extends to other domains. Practically, this study enables all HT stakeholders to develop targeted strategies for effectively promoting participation from diverse perspectives.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The research pioneers the review of mechanisms behind non-participation in HT by considering rights inequality as the core context. The concepts and categories within the SEM assist in targeted promotion efforts. The proposed NPHTM analyzes non-participants’ underlying mechanisms, external effects and individual rights of non-participants, thereby extending the research knowledge base.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"1 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143026631","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Dynamic roles of hotel mobile application in customer satisfaction and dissatisfaction: integrating text analytics and impact asymmetry analysis","authors":"Hyekyung Park, Minwoo Lee, Ki-Joon Back, Agnes DeFranco, Jaebeom Suh","doi":"10.1108/ijchm-12-2023-1914","DOIUrl":"https://doi.org/10.1108/ijchm-12-2023-1914","url":null,"abstract":"&lt;h3&gt;Purpose&lt;/h3&gt;\u0000&lt;p&gt;Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and dissatisfaction. Therefore, drawing onto the information system success model and the two-factor theory, this study aims to establish a comprehensive framework of hotel mobile application attributes categorized into system, information and service attributes and investigate their roles in mobile application satisfaction and dissatisfaction.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Design/methodology/approach&lt;/h3&gt;\u0000&lt;p&gt;A comprehensive framework of hotel mobile application attributes has been developed, drawing on the information system success model and using text analytics. A total of 88,309 mobile application reviews were collected for analysis. Furthermore, an impact asymmetry analysis was conducted to examine the extent of influence of mobile application attributes on satisfaction and dissatisfaction, thereby elucidating the contribution of mobile application attributes to both outcomes and expanding upon the two-factor theory.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Findings&lt;/h3&gt;\u0000&lt;p&gt;Research findings present a holistic mobile application attributes framework and their roles in mobile application satisfaction and dissatisfaction by integrating theories and methodologies. Regarding the information quality, relevance emerged as the key factor for enhancing customer satisfaction, serving as a satisfier. In the realm of system quality, features stood out as the principal attribute leading to dissatisfaction. For the aspects of service quality, reliability was identified as the critical factor for achieving satisfaction. Overall, the findings confirm that mobile application attributes have unique roles in developing mobile application (dis)satisfaction.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Research limitations/implications&lt;/h3&gt;\u0000&lt;p&gt;The study extends an understanding of hotel mobile application attributes’ roles, providing rigorous and practical guidance for improving customers’ mobile application experience in the hotel industry. The study sheds light on the importance of considering mobile applications from various perspectives. However, the current study is limited to using text analytics as its methodological approach. Therefore, future research can benefit from including interviews to achieve a deeper comprehension of the underlying factors contributing to the outcomes of this research.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Originality/value&lt;/h3&gt;\u0000&lt;p&gt;The novel theoretical and methodological approach enhances the application of existing theories and uses of impact asymmetry analysis. Such an approach uncovers hidden patterns of the roles of mobile applications in customer satisfaction and dissatisfaction. The study also sheds light on the importance of considering mobile applications from various perspectives, such as information, system and service quality.&lt;/p&gt;&lt;!--/ Abstract__blo","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"41 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142991201","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Enhancing eWOM effectiveness: the interplay of endorsement styles and emoji in digital persuasion","authors":"Yuzhi Wei, Huili Yan, Chenxin Shen, Hao Xiong","doi":"10.1108/ijchm-05-2024-0718","DOIUrl":"https://doi.org/10.1108/ijchm-05-2024-0718","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The strategic application of electronic word-of-mouth (eWOM) is pivotal in shaping tourist decisions. This study aims to examine the nuanced impacts of endorsement styles and the innovative role of emojis on the persuasiveness of eWOM, highlighting essential insights for digital marketing effectiveness.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Using a robust experimental design, this research engaged 376 participants through scenario-based experiments on popular platforms Ctrip and Xiaohongshu. This study leveraged the professional online data platform, Credamo, to ensure a diverse and representative sample.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The analysis demonstrates that implicit endorsements, such as “I like this restaurant,” consistently outperform explicit endorsements like “I recommend this restaurant” regarding persuasiveness. This effect is attributed to the enhanced perceived authenticity and reduced persuasion knowledge activation by implicit endorsements. Remarkably, incorporating emojis within explicit endorsements mitigates their inherent drawbacks, enhancing their persuasive impact. In contrast, emojis do not significantly influence the effectiveness of implicit endorsements.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The findings provide significant insights, demonstrating that endorsement styles and emojis play a crucial role in identifying persuasive eWOM and fostering the creation of compelling eWOM for tourism and hospitality marketers. These elements can help marketers effectively track and enhance the impact of eWOM in their digital strategies.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research maps the effects of endorsement styles and highlights the strategic role of emojis in eWOM, offering practical insights for maximizing persuasion and enhancing digital marketing strategies in tourism and hospitality.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"144 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142987877","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"How does AI awareness affect employees’ voice behavior in the service industry? A transactional theory of stress perspective","authors":"Changqing He, Huyun Xiong, Wenjun Cai, Jun Song","doi":"10.1108/ijchm-04-2024-0618","DOIUrl":"https://doi.org/10.1108/ijchm-04-2024-0618","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to explore the impacts of service industry employees’ AI awareness on their voice behavior while also considering the dual mediating roles of voice efficacy and job insecurity, as well as the moderating role of trait competitiveness.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The sample comprises data from a two-wave longitudinal survey of 203 employees in the service sector. This study examined all the hypotheses using Mplus 8.0.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study confirms that service sector employees’ AI awareness has significant negative effects on both promotive and prohibitive voice behaviors. Voice efficacy can mediate the negative impact of AI awareness on promotive voice. Both voice efficacy and job insecurity can mediate the negative impact of AI awareness on prohibitive voice. Furthermore, employees’ trait competitiveness can weaken the negative impact of employees’ AI awareness on their voice efficacy.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Managers should first investigate employees’ AI awareness and then adopt targeted managerial strategies to promote their voice behavior.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study contributes to the literature related to the consequences of AI awareness by linking AI awareness to employee voice behavior. Furthermore, this study deepens our understanding of how AI awareness affects employee voice behavior by proposing voice efficacy (i.e. the efficacy pathway) and job insecurity (i.e. the safety pathway) as key mediating mechanisms. Moreover, this study advances our understanding of when AI awareness influences employee voice behavior by identifying the moderating role of trait competitiveness.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"118 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142981944","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Robots in service: how robot capabilities and personalities drive customer value co-creation and satisfaction","authors":"M.S. Balaji, Yangyang Jiang, Xiya Zhang","doi":"10.1108/ijchm-01-2024-0112","DOIUrl":"https://doi.org/10.1108/ijchm-01-2024-0112","url":null,"abstract":"&lt;h3&gt;Purpose&lt;/h3&gt;\u0000&lt;p&gt;Customer value co-creation in robots-mediated hospitality encounters involves active collaboration between customers and robots. In such encounters, robot capabilities, which are their functionalities or operational competences, and robot personalities, which are their interactive behaviors and communication styles, play a key role in enhancing customer value co-creation. The purpose of this study is to draw on service dominant logic to examine the role of robot capabilities and personalities in determining customer value co-creation and service satisfaction.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Design/methodology/approach&lt;/h3&gt;\u0000&lt;p&gt;The authors adopted a mixed-methods research approach. A netnographic analysis was conducted on online customer reviews for robotic hotels and restaurants to identify key robot capabilities that shaped the customer experiences. Following this, a quantitative study (survey) was conducted to investigate the effects of robot capabilities and personalities on customer value co-creation and service satisfaction.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Findings&lt;/h3&gt;\u0000&lt;p&gt;From the netnographic analysis, the authors identified cognitive, technical, interactional, emotional, personalization and autonomous capabilities as key robot capabilities influencing customer experiences. The findings of the follow-up empirical study showed that the higher-order robot capabilities construct positively influences customer value co-creation, which, in turn, affects service satisfaction. Furthermore, extroversion robot personality positively moderates this relationship, such that robots with high levels of capabilities result in greater value co-creation when robots possess extroversion personalities compared to introversion personalities.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Practical implications&lt;/h3&gt;\u0000&lt;p&gt;This study advances the understanding of robot-mediated encounters by emphasizing the role of robot capabilities and personalities as crucial factors for effective customer value co-creation in the hospitality sector. Furthermore, it offers actionable insights for hospitality providers in selection of robots with key capabilities and personalities for enhancing customer satisfaction and successful value co-creation.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Originality/value&lt;/h3&gt;\u0000&lt;p&gt;While previous research has predominantly focused on customer acceptance of and interaction with robots in the hospitality settings, the present study examined how and when service robots facilitate value co-creation with customers. Specifically, this study explores robot capabilities and personalities in shaping customer value co-creation perceptions. A few recent studies that examined customer-robot interactions have considered specific robot capabilities. However, given that hospitality services are experiential in nature and involve various tasks, a broad range of robot capabilities should be considered for a comprehensive understanding of the customer value co-cre","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"84 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142936686","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Women’s career and imposter syndrome: moderating effects of female role model and diversity management in the hospitality and tourism sector","authors":"Mavis Adjoa Forson, Fei Hao, Catherine Cheung","doi":"10.1108/ijchm-04-2024-0512","DOIUrl":"https://doi.org/10.1108/ijchm-04-2024-0512","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to examine the influence of imposter syndrome on women’s careers in the hospitality and tourism industry drawing on the role congruity theory of prejudice.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Employing cross-sectional design, this research analyzed quantitative data from 574 women at various managerial levels using the Structural Equation Modeling (SEM) technique.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results show that imposter syndrome significantly impacts women employees’ engagement and organizational commitment. The study found that higher levels of diversity management and female role models have a stronger moderating effect on the relationship between imposter syndrome, career expectations, work-family balance, employee engagement, career advancement and organizational commitment whilst lower levels of diversity management and female role models have a weaker moderating effect on these relationships.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This study presents a new theoretical perspective on female employees’ challenges to career advancement. It expands the knowledge of imposter phenomenon and role congruity theory of prejudice, illustrating how imposter syndrome can be influenced not only by individual traits but also by institutional, situational or stereotypical factors.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This work provides valuable insights for hotel policymakers and managers to implement policies that alleviate imposter syndrome and contribute to women’s career development and gender equality in workplaces.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study can serve to raise awareness of women’s issues in the workplace and offer insightful guidance to organizations to promote diversity and women’s leadership. These pertain to how realistic human resources policies can be used to promote the well-being of hospitality and tourism women employees.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"35 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142934966","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The double-edged sword effect of artificial intelligence awareness among hotel employees","authors":"Shengmin Liu, Pengfan Cheng","doi":"10.1108/ijchm-01-2024-0051","DOIUrl":"https://doi.org/10.1108/ijchm-01-2024-0051","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>With its continuous development and application in the hotel industry, artificial intelligence (AI) is gradually replacing many jobs traditionally performed by humans. This research aims to understand how this threat and opportunity of substitution affects hotel employees’ behavioral decision-making.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study uses a structural equation model, ordinary least squares and bootstrapping method to analyze the data collected with a field study and a scenario experiment from star-hotels in Shanghai, Paris and Seoul.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results discovered that employees’ AI awareness has a positive relationship with their work engagement and AI boycott through two paths. The promoting path involves recovery level, while the hindering path includes job insecurity. In addition, the estimates showed that AI awareness has a great indirect effect on work engagement or AI boycott when innovativeness as a job requirement is high.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The findings offer insights to help hotels optimize the relationship between AI and hotel human workers while providing valuable implications for addressing behavioral dilemmas faced by hotel employees in the era of AI.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>By integrating the behavioral decision-making literature with the conservation of resources theory, the study focuses on the dual mechanisms – challenging and hindering – through which AI awareness influences hotel employees’ coping strategies.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"23 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142908521","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Service failure type, response strategy and observers’ perceived helpfulness: evidence from TripAdvisor","authors":"Mingli Zhang, Shensheng Cai, Tong Qiao","doi":"10.1108/ijchm-03-2024-0428","DOIUrl":"https://doi.org/10.1108/ijchm-03-2024-0428","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>In social media context, service failures become public domain, making them visible to vast audiences of customers who are virtually present. Thus, this study aims to discuss the roles of service failure type and management response on observers’ perceived helpfulness.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The authors conducted econometric analyses on a dataset incorporating 107,984 reviews and 34,641 management responses to negative reviews.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results reveal that, for process failures, specifying a form of action (initiatives for solving the problem) is associated with more perceived helpfulness of reviews than accounts (explanation) or acknowledgments (recognition and acceptance), while responding to an outcome failure by providing an account is associated with increased perceived helpfulness of reviews.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>For process failures, managers should make every effort to convince observers through specific actions that similar failures are less likely to occur in the future. For outcome failures, managers should strive to provide clear and fast explanations of the failure causes to restore observers’ evaluation of the firm’s capabilities.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The authors’ work extends sparse insights on observers and sheds new light on the effect of service failure type and response strategy on observers’ actual behaviors. The interplay between service failure type and response strategy provides guidance on how to use management responses to influence potential customers.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"13 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142908523","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The influence of peer-to-peer accommodation platforms’ green marketing on consumers’ pro-environmental behavioural intention","authors":"Songshan (Sam) Huang, Xuequn Wang, Hua Qu","doi":"10.1108/ijchm-02-2024-0211","DOIUrl":"https://doi.org/10.1108/ijchm-02-2024-0211","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to examine the impact of peer-to-peer (P2P) accommodation platforms’ green marketing on consumers’ pro-environmental behavioural intention through the mediation of consumer trust and engagement, following the social influence theory and the stimulus–organism–response model.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A questionnaire survey was designed to collect data from American P2P accommodation consumers. Data collection was conducted through an outsourced survey company. Partial least squares structural equation modelling was used to analyse the data.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study reveals that P2P accommodation platforms’ green marketing orientation was positively associated with consumer trust in the platform and consumer engagement with the platform. Both consumer trust and consumer engagement positively enhanced consumers’ pro-environmental behavioural intention in the P2P accommodation consumption, serving as effective mediators between consumers’ perceptions of green marketing orientation and pro-environmental behavioural intention.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The study offers practical insights for P2P accommodation platforms and operators in engaging in green marketing and fostering consumers’ pro-environmental consumption behaviours in P2P accommodations.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The study addresses the grand question of whether business operators’ responsible production behaviour can possibly lead to consumers’ responsible consumption behaviour in the P2P accommodation sector. It contributes to the literature on P2P accommodation by providing evidence to show green marketing practices of P2P accommodation platforms can lead to consumers’ pro-environmental behavioural intention. It provides both theoretical value for knowledge advancement and practical value to guide more sustainable industry practices.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"3 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142908519","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}