International Journal of Contemporary Hospitality Management最新文献

{"title":"Decoding organisational attractiveness: a fuzzy multi-criteria decision-making approach","authors":"Sanaz Vatankhah, Hamid Roodbari, Roya Rahimi, Atrina Oraee","doi":"10.1108/ijchm-02-2024-0258","DOIUrl":"https://doi.org/10.1108/ijchm-02-2024-0258","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>High-skilled employees are crucial for sustained competitive advantage of organisations. In the “war for talent”, organisations must position themselves as attractive employers. This study aims to introduce a unified framework to systematically identify and prioritise organisational attractiveness (OA) components, focusing on the extreme context of the airline industry.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Treating OA as a multi-criteria decision-making (MCDM) situation, this study uses the Fuzzy Delphi Method to validate key OA factors and the Fuzzy Analytical Hierarchy Process to prioritise them based on experts’ judgements.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study identifies 5 criteria and 22 sub-criteria for OA, with job characteristics and person–job fit as most critical. These elements signal employment quality and skill–job alignment, reducing information asymmetry and attracting talent.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This research provides a practical framework for airline managers to identify and prioritise key aspects of OA to enhance their value proposition and attract and retain qualified employees. For policymakers, applying the OA framework supports informed policy decisions on employment standards and workforce development.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research introduces a fuzzy OA index and a framework that enhances OA. By incorporating signalling theory into a fuzzy MCDM approach, it systematically addresses key OA components, offering a strategic method to boost OA.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"4 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-10-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142449434","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":"What drives viewers’ engagement in travel live streaming: a mixed-methods study from perceived value perspective","authors":"Yuangao Chen, Liyan Tao, Shuang Zheng, Shuiqing Yang, Fujun Li","doi":"10.1108/ijchm-01-2024-0115","DOIUrl":"https://doi.org/10.1108/ijchm-01-2024-0115","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this study is to explore the factors influencing viewers’ engagement intention in travel live streaming (TLS) from a perceived value perspective.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study used a mixed-methods approach. In Study 1, 48 semistructured interviews were analyzed based on grounded theory and perceived value theory, and a research framework was established to investigate the impact of viewers’ engagement intentions in TLS. In Study 2, partial least squares structural equation modeling (PLS-SEM) was used to empirically validate survey data from 255 TLS viewers.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Through an analysis of the interview content, it was found that the expertise and interaction of the live streamer in TLS as well as the immersion, aesthetics and novelty of the live streaming scene are key influencing factors that affect the engagement of TLS viewers. This finding was confirmed through empirical research.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This research provides practical suggestions for live streamers, TLS platforms and local government to increase viewer engagement. Specifically, it provides methods and directions for the individual improvement of live streamers, further promotes the development and construction of the platform and underscores the importance of government initiatives in policy support and regulatory framework development.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study focuses on the less-researched field of TLS. Using a mixed-methods approach combining interviews and PLS-SEM, this study explores the key factors that affect the engagement of TLS viewers based on the characteristics of live streamers and live streaming scenes.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"1 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142440165","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":"Understanding the drivers of consumers’ acceptance and use of service robots in the hotel industry","authors":"Heesup Han, Sung In Kim, Jin-Soo Lee, Inyoung Jung","doi":"10.1108/ijchm-02-2024-0163","DOIUrl":"https://doi.org/10.1108/ijchm-02-2024-0163","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A mix of symmetrical and asymmetrical modeling methods was used for the data analysis. The symmetrical modeling was used to find the net effects, whereas asymmetrical modeling was adopted to find the combined configurations for hotel guests’ robot service acceptance behaviors.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results revealed the significant effect of innovativeness, willingness to be a lighthouse customer, personal norms and concern about service robot performance on acceptance behaviors. In addition, the complex solution models using characteristics of tech-forward consumers, norms and attitude and uncertainty and concern were found.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The study shows directions to hotel marketers, to help them make customers adopt service robots.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The study explored customer service robot acceptance behaviors based on comprehensive theoretical backgrounds, including the technology acceptance model, theory of planned behavior, norm activation model and service robot acceptance model.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"11 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142431371","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":"Age-inclusive hospitality and tourism: navigating the metaverse travel with avatar","authors":"Fei Hao, Ki-Joon Back, Kaye Kye Sung Kye-Sung Chon","doi":"10.1108/ijchm-03-2024-0323","DOIUrl":"https://doi.org/10.1108/ijchm-03-2024-0323","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to investigate the impact of virtual tours on the engagement and travel intentions of older adults, emphasizing the role of emotional and informative content. It aims to enhance travel confidence and reduce stress among older travelers, fostering inclusive tourism through advanced avatar technology.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Using two between-subjects experiments, this research compares the effects of emotion-driven and knowledge-centric virtual tours on older adults. It explores the mediating role of travel confidence and stress reduction, along with the moderating influence of positive psychological cues on engagement and travel intentions.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results highlight the potential of technology in promoting inclusive tourism. Emotionally engaging virtual tours significantly increase travel intentions among older adults by boosting confidence and alleviating stress, with positive psychological cues enhancing these effects.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study offers valuable insights for tourism industry stakeholders by suggesting the development of avatar-based virtual tours tailored to the emotional and cognitive needs of older travelers. This approach could create more accessible and satisfying tourism experiences for older travelers.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study extends the socioemotional selectivity theory to the realm of metaverse travel, providing a novel perspective on the emotional and cognitive engagement of older adults in the metaverse. This underscores the importance of inclusive technology in addressing the needs of older travelers.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"29 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142384203","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":"Ethical artificial intelligence (AI): principles and practices","authors":"Rob Law, Huiyue Ye, Soey Sut Ieng Lei","doi":"10.1108/ijchm-04-2024-0482","DOIUrl":"https://doi.org/10.1108/ijchm-04-2024-0482","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to delve into the ethical challenges in artificial intelligence (AI) technologies to underscore the necessity of establishing principles for ethical AI utilization in hospitality and tourism.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A narrative review of research on ethical AI across diverse realms was conducted to reflect current research progress and examine whether sufficient measures have been taken to address issues pertinent to AI utilization in hospitality and tourism.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Ethical issues including privacy concerns, detrimental stereotypes, manipulation and brutalization pertinent to AI utilization are elaborated. How AI should be properly used and managed ethically, responsibly and sustainably is suggested.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>Five fine-tuned principles for regulating AI use in hospitality and tourism are proposed.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>A resilient mindset, enhancement of AI context adaptability, equilibrium between development and regulation and collaborative effort of multiple stakeholders are paramount.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Through applying the AI evolution trajectory model, this study contributes to the current discourse of managing AI by proposing a framework that addresses the specific characteristics of hospitality and tourism.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"1 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-10-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142384051","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":"Talent management in the hospitality and tourism industry: the role of societal and organisational culture","authors":"Foteini Kravariti, Stefan Jooss, M. Claudia Tom Dieck, Paraskevi Fountoulaki, Farhad Hossain","doi":"10.1108/ijchm-04-2024-0522","DOIUrl":"https://doi.org/10.1108/ijchm-04-2024-0522","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this paper is to examine the role of societal and organisational culture on talent management (TM) within the Greek hospitality and tourism (H&amp;T) industry. Specifically, this study tests societal culture’s effect on TM approaches and the mediating role of organisational culture.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>In this quantitative study, the questionnaire sample included employees of all hierarchical levels from three hotels located in northern, central and southern Greece (<em>n</em> = 188). Data analyses were carried out by using the PROCESS Version 4 macro in SPSS.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results show that neither societal nor organisational culture are decisive factors in impacting the perceived TM approach. This might be due to the organisations imitating other firms without pre-establishment of societal and organisational fit.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study emphasises TM’s alignment with both societal and organisational culture. Given the context-specific nature of TM, achieving culture fit can enhance talent acquisition, retention and engagement, ultimately leading to improved talent and overall organisational performance.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study integrates more centrally a cultural lens into the TM discourse. It provides empirical evidence of TM approaches in the Greek H&amp;T industry, drawing on a multi-stakeholder sample including managers and talents.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"7 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142329054","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":"Exploring the critical attributes of robot chef restaurants and their impact on customer perceived value: a mixed-methods study","authors":"Jinhong Gong, Xinhua Guan, Tzung-Cheng Huan","doi":"10.1108/ijchm-02-2024-0242","DOIUrl":"https://doi.org/10.1108/ijchm-02-2024-0242","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to explore the key attributes of robot chef restaurants and their influencing factors from the perspective of customers and analyzes how these key attributes affect customer perceived value.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A mixed-methods research design was used in this study. Using 473 online reviews and ratings (Study 1), the research summarized customers’ evaluations on three types of attributes (environment, service and food) and identified the key attributes along with their influencing factors. Subsequently, through field questionnaires (Study 2) involving 269 actual customers, structural equation modeling was used to analyze how the identified key attributes and their influencing factors impact customer perceived value.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study reveals that customers in robot chef restaurants prioritize food attributes, particularly valuing food authenticity alongside food quality. In contrast to traditional restaurants, customers’ evaluations of food attributes in robot chef restaurants are significantly influenced by the competence of robot chefs. Notably, customers’ negative attitudes toward robots diminish the positive effects on both food quality and food authenticity.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>To enhance customer perceived value, robot chef restaurants should concentrate on food attributes. They can achieve this by fostering a high-quality, authentic food experience through the elevation of robot chefs’ competence and by providing customer education.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study expands research on the customer experience in robotic restaurants by proposing an integrated model determining factors that affect the perceived customer value.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"2 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142317567","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":"Drivers of social sustainability practices: quality management, human capital and innovation","authors":"Juan José Tarí, Eva M. Pertusa-Ortega, María D. López-Gamero, Jorge Pereira-Moliner","doi":"10.1108/ijchm-12-2023-1866","DOIUrl":"https://doi.org/10.1108/ijchm-12-2023-1866","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to examine the relationships between quality management, human capital and innovation (both incremental and radical), and social sustainability practices in hospitality. Also considered are the mediating roles of human capital and innovation.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The study considers 365 hotels located in Spain, using a structural equation model based on Partial Least Squares (PLS) analysis.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The findings show that quality management practices, human capital and incremental innovation all have a direct relationship with social sustainability practices. Human capital and incremental innovation partially mediate the relationship between quality management and social sustainability practices. Radical innovation has no impact on social sustainability practices and does not play a mediating role.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This study enriches the literature on social sustainability in hospitality by showing that quality management, human capital and innovation can enhance social sustainability practices. It offers practical insights by understanding key drivers for promoting social sustainability in the hospitality sector.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Prior research in hospitality has not used a mediation model to empirically examine the aforementioned relationships.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"82 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142313801","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":"Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations","authors":"Siamak Seyfi, Tan Vo-Thanh, Mustafeed Zaman","doi":"10.1108/ijchm-01-2024-0035","DOIUrl":"https://doi.org/10.1108/ijchm-01-2024-0035","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical literature, this study aims to explore how this generation’s distinct behaviors are reshaping customer expectations and workforce trends within the sector.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A critical synthesis of empirical studies was used to examine current research on Gen Z as customers and employees in the hospitality industry.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Gen Z exhibits distinct preferences and expectations in their dual roles as customers and employees, prompting substantial shifts in hospitality industry standards and practices. They rely heavily on digital channels and peer recommendations when making travel decisions and expect highly personalized, tech-enabled experiences. This young cohort of travelers values unique, authentic and sustainable offerings. As employees, Gen Z prioritizes flexible work arrangements, career growth and workplaces aligned with sustainability, diversity and social responsibility. Hospitality providers must adapt their customer experience, marketing and HR strategies to meet these evolving demands.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>To engage Gen Z customers and employees in the hospitality industry effectively, businesses must prioritize personalized experiences, leverage technology and adopt sustainable practices aligned with Gen Z’s social and environmental values. Moreover, offering adaptable work environments with remote opportunities and investing in professional development enhances appeal for Gen Z employees. Understanding Gen Z’s values and behaviors can help businesses improve customer satisfaction, attract top talent and remain competitive in a rapidly evolving market.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study represents a preliminary endeavor to provide a critical assessment of Gen Z in the hospitality and tourism sector, offering novel insights into their travel behaviors, preferences and work values. It explores their expectations, attitudes toward work and career choices, offering guidance on how businesses can meet the evolving demands of this key demographic.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"18 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142313803","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":"Effects of customer inoculation on artificial intelligence service failure","authors":"Lu (Monroe) Meng, Jiuqi Chen, Mengya Yang, Yijie Wang","doi":"10.1108/ijchm-01-2024-0140","DOIUrl":"https://doi.org/10.1108/ijchm-01-2024-0140","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Four distinct studies were conducted: Study 1 investigated the influence of customer inoculation on complaint behavior post-AI service failure. Study 2 assessed the impact of service remedies on customer satisfaction. Study 3 explored the implications of initial purchase and usage intentions. Finally, Study 4 validated the findings using a large-scale online survey.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results indicated that customer inoculation significantly increases customer complaint behavior and satisfaction with service remedies following AI service failures. They also showed that this relationship is mediated by psychological distance. Furthermore, customer inoculation positively affects initial purchase and usage intentions, demonstrating effectiveness at various customer engagement stages.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study enriches the literature on AI hospitality service failure and recovery by introducing the novel concept of customer inoculation. Additionally, it significantly contributes to the inoculation theory literature, which covers diverse fields. Practically, this study proposes an efficient and low-cost strategy for marketers.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study introduces the concept of customer inoculation in the context of AI service failures, a novel approach in the hospitality and tourism literature. It provides empirical evidence of the efficacy of the strategy, bridging a crucial gap in understanding customer behavior in the face of technological disruptions.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"21 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142313800","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}