International Journal of Contemporary Hospitality Management最新文献

How much greenery matters: effects on visual attention, guest perceptions and brand outcomes 绿色环保有多重要：对视觉注意力、顾客感知和品牌成果的影响

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-10-19 DOI: 10.1108/ijchm-10-2025-1504

Jisun Lee,MiRan Kim,Eunsil Lee

{"title":"How much greenery matters: effects on visual attention, guest perceptions and brand outcomes","authors":"Jisun Lee,MiRan Kim,Eunsil Lee","doi":"10.1108/ijchm-10-2025-1504","DOIUrl":"https://doi.org/10.1108/ijchm-10-2025-1504","url":null,"abstract":"Purpose This study aims to investigate how varying levels of indoor greenery capture visual attention and affect guest perceptions and brand outcomes. It also examines the mediating roles of fascination and perceived aesthetic quality in linking greenery to brand outcomes. Design/methodology/approach A mixed-design experiment exposed participants to two virtual hotel lobbies: a control with no greenery and one of three greenery conditions (low: 2% coverage, medium: 16% or high: 30%). Eye tracking captured gaze behavior during exposure, while post-exposure surveys measured fascination, aesthetic quality, brand love and willingness to pay more. Findings Indoor greenery attracted greater visual attention than the no-greenery condition, as indicated by generally higher fixation counts and longer dwell times. Even low greenery enhanced fascination, aesthetic quality, brand love and willingness to pay more, with medium and high conditions producing progressively stronger effects. Fascination and aesthetic quality increased brand love, which subsequently strengthened willingness to pay more. Practical implications The findings highlight the strategic value of indoor greenery as a visually salient hospitality servicescape feature that enhances guest perceptions and supports brand outcomes. Furthermore, this study suggests that indoor greenery can serve as a strategic brand-signaling cue that helps align guest perceptions with desired market positioning. Originality/value By combining eye tracking and self-reported measures across four experimental conditions, this study provides objective evidence of greenery’s visual salience and identifies the perceptual pathways linking it to brand outcomes.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"16 1","pages":"1-20"},"PeriodicalIF":11.1,"publicationDate":"2026-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149210631","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}

引用次数: 0

Heart work for empowerment: how subordinate emotional labor influences leader empowering behavior 授权的心脏工作：下属情绪劳动如何影响领导者授权行为

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-10-19 DOI: 10.1108/ijchm-10-2025-1458

Xin Liu,Zhibin Lin,Shi Xu,Yongzi Mo,Ji Wen

{"title":"Heart work for empowerment: how subordinate emotional labor influences leader empowering behavior","authors":"Xin Liu,Zhibin Lin,Shi Xu,Yongzi Mo,Ji Wen","doi":"10.1108/ijchm-10-2025-1458","DOIUrl":"https://doi.org/10.1108/ijchm-10-2025-1458","url":null,"abstract":"Purpose This study aims to examine how subordinates’ emotional labor strategies (deep acting versus surface acting) toward supervisors influence leader empowering behavior, with leader–member exchange (LMX) as a mediating mechanism and leader emotional intelligence as a moderating condition. Design/methodology/approach The authors conducted two complementary studies. Study 1 used a scenario-based experiment (n = 222 hotel and restaurant managers) to establish causal relationships. Study 2 used a two-wave, multisource field survey (n = 229 supervisor-subordinate dyads in hotels and restaurants) to examine mediating and moderating mechanisms. Findings Deep acting (genuinely experiencing expected emotions) increases leader empowering behavior, whereas surface acting (feigning emotions) decreases it. LMX partially mediates both relationships, and leader emotional intelligence strengthens both effects. Practical implications Empowerment decisions should be based primarily on employees’ competence, performance and task readiness rather than emotional conformity. Organizations should develop employees’ emotion-regulation resources while training supervisors to distinguish emotional impressions from task-relevant evidence. Originality/value This study challenges the assumption that empowerment flows solely from leaders. The authors demonstrate that subordinates actively shape empowerment through emotional labor, with effects contingent on leader emotional intelligence. This reveals emotional labor as an LMX antecedent and shows that empowerment in hospitality organizations results from interactions between subordinate emotional capabilities and leader perceptual skills, not leader characteristics alone.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"73 1","pages":"1-21"},"PeriodicalIF":11.1,"publicationDate":"2026-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149210632","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}

引用次数: 0

Two sides of the aisle: exploring coping, stress and behavioral avoidance among travelers and airline staff after aviation crisis 通道两侧：探索航空危机后旅客和航空公司员工的应对、压力和行为回避

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-10-14 DOI: 10.1108/ijchm-03-2026-0439

Kavitha Haldorai,Woo Gon Kim,Jun (Justin) Li

{"title":"Two sides of the aisle: exploring coping, stress and behavioral avoidance among travelers and airline staff after aviation crisis","authors":"Kavitha Haldorai,Woo Gon Kim,Jun (Justin) Li","doi":"10.1108/ijchm-03-2026-0439","DOIUrl":"https://doi.org/10.1108/ijchm-03-2026-0439","url":null,"abstract":"Purpose This study aims to examine how coping strategies influence posttraumatic stress symptoms and subsequent behavioral outcomes among airline employees and travelers following aviation crises. Design/methodology/approach Grounded in the transactional model of stress and coping, survey data were collected from 598 respondents, including airline employees and travelers. The study integrates structural modeling with configurational analysis (fsQCA) of qualitative interview data to examine both net relationships and configurations of conditions associated with behavioral outcomes. Findings Problem-focused and emotion-focused coping enhances employees’ readiness for return-to-work and reduces travelers’ flight avoidance, whereas avoidance coping increases avoidance behavior but shows no impact on work readiness. Social support seeking strengthens employee recovery but has limited influence on traveler behavior. Posttraumatic stress symptoms mediate the relationships between coping strategies and behavioral outcomes. Media exposure weakens adaptive coping effects and amplifies avoidance, while perceived organizational support enhances recovery. Configurational findings reveal asymmetric pathways, showing that flight avoidance may arise even under low stress when avoidance coping and media exposure combine, whereas return-to-work readiness can occur despite high stress when institutional support is present. Practical implications The findings highlight the importance of strengthening organizational support systems and managing media communication to facilitate workforce recovery and restore traveler confidence after aviation crises. Originality/value This study integrates employee and traveler perspectives within a unified coping framework and demonstrates how both individual relationships and stakeholder-specific configurations are associated with post-crisis behavioral responses.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"54 1","pages":"1-23"},"PeriodicalIF":11.1,"publicationDate":"2026-10-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149210634","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}

引用次数: 0

Perception of artificial intelligence and intrinsic work motivation: evidence from Vietnam 人工智能感知与内在工作动机：来自越南的证据

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-10-07 DOI: 10.1108/ijchm-01-2026-0061

Ngoc Lan Nguyen,Yueru Ma,Oluwole Nurudeen Omonijo,Farhan Hussain,Tanyuan Xing

{"title":"Perception of artificial intelligence and intrinsic work motivation: evidence from Vietnam","authors":"Ngoc Lan Nguyen,Yueru Ma,Oluwole Nurudeen Omonijo,Farhan Hussain,Tanyuan Xing","doi":"10.1108/ijchm-01-2026-0061","DOIUrl":"https://doi.org/10.1108/ijchm-01-2026-0061","url":null,"abstract":"Purpose This study aims to investigate how sales staff’s perceptions of AI (i.e. perceived usefulness (PU) and perceived ease of use (PEOU) drive their intrinsic work motivation through AI use experience (AUE) and how internal training (IT) moderates this process within tourism and hospitality business. Design/methodology/approach Rooted in the technology acceptance model (TAM), flow theory and self-determination theory (SDT), this study used exploratory sequential mixed-method design. Scale purification (EFA) and scale validation (CFA) were conducted using SPSS and AMOS and hypothesis testing results were validated using partial least squares structural equation modeling (PLS-SEM). Findings The results revealed that PU and PEOU positively influence AI-specific intrinsic work motivation (AI-IWM) indirectly, through the mediating role of AUE. Furthermore, IT positively moderates the relationships between perception of AI and AUE, which ultimately improves AI-IWM. Practical implications The findings offer valuable insight into service and hospitality management sectors aiming to enhance work motivation among sales staff through AI. Given the significant influence of intrinsic motivation among sales staff in tourism and hospitality businesses, organization with a focus on AI adoption at workplace must be mindful of negative influence of AI on employees’ work motivation and outcome. Originality/value This study enriched the understanding of the motivations underlying the perception of AI and intrinsic work motivation by integrating insights from the TAM, SDT and flow theory. This study provided valuable implication for research and practices in the service business sector.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"12 1","pages":"1-22"},"PeriodicalIF":11.1,"publicationDate":"2026-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149093170","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}

引用次数: 0

Visualizing myself there: affordances of GenAI travel selfies for engagement and visit intention 想象自己在那里：GenAI旅行自拍的吸引力和访问意图

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-10-06 DOI: 10.1108/ijchm-09-2025-1437

Xuejie Qiu,Fei Hao,Shuxu Liu,Yue Yuan

{"title":"Visualizing myself there: affordances of GenAI travel selfies for engagement and visit intention","authors":"Xuejie Qiu,Fei Hao,Shuxu Liu,Yue Yuan","doi":"10.1108/ijchm-09-2025-1437","DOIUrl":"https://doi.org/10.1108/ijchm-09-2025-1437","url":null,"abstract":"Purpose Generative artificial intelligence (GenAI) travel selfies have emerged as a novel pre-trip tourism touchpoint, yet their role in shaping user responses remains underexplored. Drawing on three-phase affordance actualization theory, this study aims to examine how GenAI travel selfie affordances are associated with user engagement and visit intention. Design/methodology/approach A three-study mixed-methods design was used, combining 32 photo-elicitation interviews, a survey of 526 users analyzed with partial least squares structural equation modeling (PLS-SEM), and fuzzy-set qualitative comparative analysis (fsQCA) of affordance configurations. Findings Three affordances were identified: visual creation, generative controllability and self-presentation. All three were positively associated with cognitive, affective and behavioral engagement, except for one nonsignificant path. User engagement was positively associated with visit intention. The fsQCA results further indicated that high engagement can be associated with multiple affordance configurations. Practical implications GenAI travel selfies can serve as a soft, user-driven promotional touchpoint for destinations and hospitality brands. Designers and marketers could consider identity-relevant design, controllable and reliable generative functions and visually appealing outputs to encourage engagement and stimulate early-stage destination interest. Originality/value The research is among the early empirical studies of GenAI travel selfies in tourism. It extends affordance-based research to a visual, identity-centered GenAI context and combines net-effect and configurational evidence to explain how these affordances are linked to user engagement and visit intention.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"10 1","pages":"1-23"},"PeriodicalIF":11.1,"publicationDate":"2026-10-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149092907","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}

引用次数: 0

Consumption value in GenAI travel photography: a mixed-methods study from an affordance–constraint perspective GenAI旅行摄影的消费价值：从负担约束角度的混合方法研究

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-10-06 DOI: 10.1108/ijchm-12-2025-1763

Xuejie Qiu,Fei Hao,Shuxu Liu,Kangping Wang

{"title":"Consumption value in GenAI travel photography: a mixed-methods study from an affordance–constraint perspective","authors":"Xuejie Qiu,Fei Hao,Shuxu Liu,Kangping Wang","doi":"10.1108/ijchm-12-2025-1763","DOIUrl":"https://doi.org/10.1108/ijchm-12-2025-1763","url":null,"abstract":"Purpose This study develops an affordance–constraint–value framework to explain how GenAI travel photography shapes consumption value and behavioral intentions. It aims to examine how perceived affordances and constraints relate to functional, emotional and social value, and how these value dimensions influence continuance and sharing intentions. Design/methodology/approach A three-phase mixed-methods design was used. Phase 1 applied topic modeling to 40,543 user-generated posts. Phase 2 surveyed 485 GenAI travel photography users and tested the structural model with PLS-SEM. Phase 3 used fsQCA to identify affordance–constraint configurations associated with high consumption value. Findings Phase 1 showed that public discourse centered on enabling conditions, value evaluations and behavioral tendencies. Phase 2 indicated that trialability, aesthetic creation and self-congruence were central to value formation, and that all three value dimensions increased continuance and sharing intentions. Phase 3 showed that high-value outcomes appeared through multiple sufficient configurations, with low AI hallucination risk recurring across solutions. Originality/value This study contributes to digital tourism and destination visual marketing by conceptualizing GenAI travel photography as generated self-in-place consumption. Integrating technology affordances and constraints theory with the theory of consumption value offers a more balanced explanation of how value is created, qualified and suppressed. Methodologically, it combines big-data exploration, net-effect testing and configurational analysis to explain value formation and its behavioral consequences.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"10 1","pages":"1-23"},"PeriodicalIF":11.1,"publicationDate":"2026-10-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149092787","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}

引用次数: 0

Different agents, different trust: private information disclosure in hybrid service encounters 不同的代理，不同的信任：混合服务遭遇中的私人信息披露

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-10-01 DOI: 10.1108/ijchm-01-2026-0082

Chang Ma,Alei Fan,Ceridwyn King

{"title":"Different agents, different trust: private information disclosure in hybrid service encounters","authors":"Chang Ma,Alei Fan,Ceridwyn King","doi":"10.1108/ijchm-01-2026-0082","DOIUrl":"https://doi.org/10.1108/ijchm-01-2026-0082","url":null,"abstract":"Purpose As artificial intelligence (AI)-enabled service technologies become more common, consumers increasingly disclose private information to both human and technological service agents. This study aims to examine how service agent type shapes private information disclosure in hospitality and tourism encounters. Design/methodology/approach Using an exploratory sequential mixed-methods design, Phase I explored disclosure experiences with human and technological service agents and informed the development of an agent-contingent conceptual framework. Phase II tested the relationships among multidimensional trust (competence, integrity and benevolence), perceived control (transparency, vulnerability and privacy empowerment) and willingness to disclose. Phase III experimentally examined the effects of service agent type and brand familiarity. Findings Across the studies, service agent type influenced why consumers trusted an agent more than whether they were willing to disclose. Technological agents drew trust more strongly from competence, whereas human agents benefited more from benevolence. In turn, trust, rather than perceived control, was the primary predictor of willingness to disclose private information. Brand familiarity provided an additional organizational assurance cue, increasing both trust and willingness to disclosure across service agent types. Practical implications Service firms should align disclosure practices with the trust cues associated with different service agents. AI-enabled interfaces can strengthen trust through clear data usage explanations and human support, while human agents can reinforce perceptions of competence through standardized privacy procedures. Originality/value This study develops an agent-contingent framework of private information disclosure in hybrid service encounters, showing how disclosure reflects evaluations of the information requester, disclosure process and organization responsible for the data.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"484 1","pages":"1-20"},"PeriodicalIF":11.1,"publicationDate":"2026-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149092912","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}

引用次数: 0

Framing sustainability in luxury hotels: impact or commitment? 构建豪华酒店的可持续性：影响还是承诺？

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-09-30 DOI: 10.1108/ijchm-02-2026-0311

Shabbirhusain R.V.,Balamurugan Annamalai,Shabana Chandrasekaran,Sanjeev Varshney

{"title":"Framing sustainability in luxury hotels: impact or commitment?","authors":"Shabbirhusain R.V.,Balamurugan Annamalai,Shabana Chandrasekaran,Sanjeev Varshney","doi":"10.1108/ijchm-02-2026-0311","DOIUrl":"https://doi.org/10.1108/ijchm-02-2026-0311","url":null,"abstract":"Purpose This study aims to examine how luxury hotels should frame sustainability narratives by comparing achieved environmental impact with future sustainability commitments. This study examines their effects on willingness to stay (WTS), with perceived hedonic value (HV) and hotel integrity (HI) as mediators and message abstraction and greenwashing risk as moderators. Design/methodology/approach Two online experiments using scenarios describing a fictitious luxury hotel were conducted. Study 1 (n = 329) used a 2 × 2 design with sustainability message framing (achieved impact vs future commitment) and message type (concrete vs abstract) manipulated. HV and HI were examined as mediating mechanism. Study 2 (n = 233) examined the moderating role of greenwashing risk (high vs low) on the effects of message framing through HI. Findings Study 1 showed that impact-based framing increased WTS through higher HV, particularly when the message was abstract. Message type did not influence the HI pathway. Study 2 showed that when greenwashing risk was high, impact framing strengthened HI and, in turn, WTS. Practical implications Luxury hotels should focus on verifiable outcomes already achieved when communicating their sustainability efforts. This becomes particularly important when greenwashing risk is salient. Impact-based framing helps preserve anticipated HV. Also, evidence of achieved outcomes can strengthen perceptions of HI when sustainability claims are questioned. Originality/value This study extends attribution theory and construal level theory by showing that sustainability messages influence consumers through distinct psychological mechanisms.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"50 1","pages":"1-23"},"PeriodicalIF":11.1,"publicationDate":"2026-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149092913","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}

引用次数: 0

When employees bully their managers: upward bullying victimization in hotels workplaces 当员工欺负他们的经理：酒店工作场所的向上欺负受害者

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-09-30 DOI: 10.1108/ijchm-01-2026-0059

Denitsa Hristoforova Maydon,Ilkay Yorganci

{"title":"When employees bully their managers: upward bullying victimization in hotels workplaces","authors":"Denitsa Hristoforova Maydon,Ilkay Yorganci","doi":"10.1108/ijchm-01-2026-0059","DOIUrl":"https://doi.org/10.1108/ijchm-01-2026-0059","url":null,"abstract":"Purpose Upward bullying victimization remains a relatively underexplored phenomenon within the hotel sector. This study aims to investigate the experiences of upward bullying victimization directed at hotel managers and the factors contributing to this phenomenon. Design/methodology/approach Drawing on face-to-face semi-structured qualitative interviews with 21 hotel managers from 14 four- or five-star hotels, the authors identify manifestations and factors of upward bullying victimization. Organizational justice theory (OJT) and affective events theory (AET) serve as complementary lenses. Findings The analysis identifies seven key factors associated with upward bullying episodes among hotel managers: organizational change, leadership transition, unmet employee demands, managerial style, leader favouritism, career envy and unresolved employee trauma. Furthermore, the findings reveal that employees engage in observable behaviours (e.g. coalition-forming, gossiping, service withdrawal) against managers, suggesting that managers may be constrained from disciplining employees without risking service failure − thus potentially reframing traditional power dynamics within an upward bullying paradigm. Practical implications The findings highlight the importance of enhancing awareness of the upward bullying phenomenon among hospitality practitioners and HR professionals. These findings can inform the development of confidential reporting channels, policies, training, operational support, transparent procedures and managerial onboarding. Originality/value This study develops a context-specific framework to understand upward bullying dynamics in hotels, highlighting managers as potential targets. Its originality lies in distinguishing key factors from observable manifestations and integrating OJT and AET to interpret hotel managers’ accounts.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"25 1","pages":"1-22"},"PeriodicalIF":11.1,"publicationDate":"2026-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149092914","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}

引用次数: 0

Mapping customer journeys in automated restaurants: a process perspective on experience formation 自动餐厅的顾客旅程映射：体验形成的过程视角

IF 11.1 1区管理学

International Journal of Contemporary Hospitality Management Pub Date : 2026-09-29 DOI: 10.1108/ijchm-04-2026-0664

Seonwoo Ko,Eojina Kim

{"title":"Mapping customer journeys in automated restaurants: a process perspective on experience formation","authors":"Seonwoo Ko,Eojina Kim","doi":"10.1108/ijchm-04-2026-0664","DOIUrl":"https://doi.org/10.1108/ijchm-04-2026-0664","url":null,"abstract":"Purpose Service automation is increasingly redefining service encounters by shifting operational and interactional responsibilities from employees to customers in hospitality operations. This study theorizes how customers experience and make sense of automated services characterized by reduced human support. Drawing on customer-dominant logic, this study aims to examine how value formation unfolds across successive stages. Design/methodology/approach This study adopted a multistage qualitative research design, combining in-depth interviews with customers who have experienced automated services and the analysis of user-generated online reviews. Findings Automated services reconfigure service encounters into customer-managed processes in which functional value (e.g., efficiency and reliability) is realized, while emotional value remains fragile. Customers repeatedly adjust expectations, regulate uncertainty, and compensate for the limited human reassurance. These dynamics give rise to detachment as a distinctive, journey-level emotional outcome, rather than a momentary response to isolated service incidents. Originality/value This study conceptualizes automated services as customer-managed, journey-level processes in which value formation unfolds over time and introduces detachment as their distinctive emotional outcome. Extending customer-dominant logic, the findings show how customer-contextual value formation operates under substantial self-management and limited human support, as functional and emotional value diverge throughout the service process.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"2 1","pages":"1-20"},"PeriodicalIF":11.1,"publicationDate":"2026-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"149093176","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}

引用次数: 0