International Journal of Contemporary Hospitality Management最新文献

{"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}

{"title":"A critical insight into the intersection of sustainability and technology","authors":"Anam Afaq, Loveleen Gaur, Gurmeet Singh, Michal Erben, Alberto Ferraris","doi":"10.1108/ijchm-02-2024-0188","DOIUrl":"https://doi.org/10.1108/ijchm-02-2024-0188","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper aims to explore the role of blockchain (BCT) and Artificial Intelligence (AI) technologies in enhancing and incentivizing environmentally responsible, socially inclusive and economically viable tourism practices within the hospitality and tourism (H&amp;T) industry.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study is based on a critical reflection research approach that enables a synthesis of information derived from existing literature's insights and the authors' experiences and observations. By examining frameworks and theories in the literature, critical reflection also helps develop a more comprehensive understanding of the topic.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study portrays how BCT could be used to track the sustainability credentials of tourism providers and how AI can optimize energy usage in hotels. This study depicts how adopting technology-driven sustainable practices in the H&amp;T industry can increase profitability, improve reputation, compliance with regulations, efficiency and a better guest experience.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The study suggests targeted actions and policy frameworks that can be tailored to different stakeholder groups (hospitality businesses, policymakers and tourists) to overcome barriers and maximize the positive societal and environmental impacts of adopting BCT and AI for sustainable tourism.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The originality of this study lies in its ability to offer new perspectives and novel recommendations on the diverse uses of AI and BCT in the context of sustainable tourism. Furthermore, the study provides strategic and policy elements (Targeted actions and policy frameworks) for stakeholders to integrate sustainable tourism practices using BCT and AI successfully. This study differs from earlier review studies that primarily focused on adopting emerging technologies and ignoring the sustainability angle in the use of technology.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"27 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142313802","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":"Augmented reality marketing in hospitality and tourism: a guide for researchers and managers","authors":"M. Claudia tom Dieck, Dai-In Danny Han, Philipp A. Rauschnabel","doi":"10.1108/ijchm-09-2023-1513","DOIUrl":"https://doi.org/10.1108/ijchm-09-2023-1513","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The hospitality and tourism industry is strongly influenced by new and immersive technologies, such as augmented reality (AR), to enhance customer experiences across a diverse set of touchpoints throughout the visitor journey. This paper aims to provide a holistic understanding of AR marketing for this industry context, present a number of fundamental premises of AR marketing within it and establish an agenda for future AR research.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study reviews current literature on AR marketing, hospitality and tourism and industry use cases for the creation of a proposed conceptual framework to guide scholars and managers. Based on that, the authors propose fundamental premises.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The three fundamental premises of AR marketing presented are the need to clearly differentiate between AR and virtual reality within hospitality and tourism; the use of AR for the on-trip experience; and the combined focus on content, context, customer and computing devices for a successful strategic implementation of AR.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This study serves as a first point of reference for the strategic integration of AR into hospitality and tourism marketing, both from an industry and academic point of view.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The authors provide a number of managerial recommendations based on our three fundamental premises.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>To the best of the authors’ knowledge, this study is one of the first to holistically characterize AR marketing in the hospitality and tourism context. It also highlights the fundamental premises of successful AR marketing and future directions of AR research today and in a spatial computing future.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"10 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142245485","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 factors motivate customers to embrace a metaverse hotel?","authors":"Jungsun (Sunny) Kim, Mehmet Erdem, Boran Kim","doi":"10.1108/ijchm-08-2023-1209","DOIUrl":"https://doi.org/10.1108/ijchm-08-2023-1209","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper aims to investigate the influence of four motivational elements (i.e. utilitarian, hedonic, social and escapism motivations) on the propensity of customers to utilize a metaverse hotel, as well as whether age, gender and mobility disability play substantial moderating roles in these relationships.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Data was gathered from 843 US residents who had experienced a hotel stay within the past two years. We tested the hypotheses using structural equation modeling and multigroup analysis.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The findings indicated that, in both age and gender groups, hedonic, social and escapism motivations had significant effects on intentions to use a metaverse hotel, whereas utilitarian motivation did not. The influence of escapism motivation on customers’ usage intentions was significantly more pronounced for males than females, suggesting the moderating role of gender in this relationship. Hedonic and social motivations exerted significant effects on usage intentions in both mobility disability and non-disability groups. The relationship between escapism motivation and intentions to use was significant for the non-disability group only, suggesting the moderating role of disability in this association.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This research provides recommendations for hotel managers and technology providers aiming to enhance the adoption of metaverse hotels by customers and to augment the worth of this technology.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research fills the voids in the current literature by formulating and empirically evaluating a research framework to gain deeper insights into the motivations that drive the acceptance of a metaverse hotel.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"9 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142306310","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":"Metaverse technologies in hospitality: using the theory of consumption values to reveal consumer attitudes and trust factors","authors":"Debarun Chakraborty, Prashant Mehta, Sangeeta Khorana","doi":"10.1108/ijchm-09-2023-1500","DOIUrl":"https://doi.org/10.1108/ijchm-09-2023-1500","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to apply the theory of consumption value to analyze the utilization of Metaverse technologies within hospitality and tourism while examining the factors that impact consumer intentions to use the Metaverse.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This paper aims to consider an extensive study spanning the period October 2021 to March 2023 was conducted to understand the shifts in an individual's intention to use Metaverse technologies in hospitality.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The findings of this study confirm that individual attitudes to the Metaverse and trust in Metaverse technologies significantly impact their intention to use the Metaverse.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The study aims to provide fresh insights into how individuals perceive Metaverse technologies in the context of choosing hotels and resorts, which enriches the understanding of consumer behaviors around Metaverse technology in hospitality.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study aims to consider not only tourist intentions to use the Metaverse but also how diverse consumption values impact user attitudes, an area currently underresearched.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"65 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142174977","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":"Cognitive–analytical and emotional–social tasks achievement of service robots through human–robot interaction","authors":"Sunny Sun, Huiyue Ye, Rob Law","doi":"10.1108/ijchm-12-2023-1880","DOIUrl":"https://doi.org/10.1108/ijchm-12-2023-1880","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Along with the development of the robotics industry, service robots have been gradually used in the hospitality industry. Nevertheless, service robot categorization and the fulfillment of the cognitive and emotional needs of consumers by hotel service robots have yet to be fully explored. Hence, the purpose of this study are to categorize hotel service robots, to explore consumers’ robot hotel experience, to identify the consumers’ preference of hotel service robot in general, to reveal consumers’ preference for hotel service robots based on their fulfillment of emotional needs and to examine the completion of cognitive–analytical and emotional–social tasks.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Through in-depth interviews with technology managers and questionnaire survey among consumers who have and have not had robot hotel stay experience to achieve the aforementioned research objectives.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Findings of in-depth interviews show that service robots can be categorized as check-in/out robots, artificial intelligence (AI) robots and service delivery robots. Results of questionnaire survey indicate that consumers prefer non-humanoid robots (<em>n</em> = 213, <em>p</em> = 47.87%) among check-in/out robots, the Xiaodu Smart Display (<em>n</em> = 163, <em>p</em> = 36. 63%) among the AI robots and the machine-shaped robot porter (I) (<em>n</em> = 178, <em>p</em> = 40.00%) among the service delivery robots.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study provides implications, such as the adoption of robot-shaped AI with a screen display, to hotel managers to meet the needs of consumers regarding the completion of cognitive–analytical and emotional–social tasks of robots.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study extends uncanny valley theory by identifying preference for the shape and functions of different categories of service robots and contributes to the limited literature on hotel robots.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"14 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142152428","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":"Airbnb customer experience in long-term stays: a structural topic model and ChatGPT-driven analysis of the reviews of remote workers","authors":"Jose M. Ramos-Henriquez, Sandra Morini-Marrero","doi":"10.1108/ijchm-01-2024-0034","DOIUrl":"https://doi.org/10.1108/ijchm-01-2024-0034","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to characterize remote workers’ Airbnb experiences through the cognitive outcomes of their experiences and to consider the differences between long and short stays.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The structural topic model methodology was used to identify relevant topics. Data were collected from InsideAirbnb for Lisbon, Portugal and Austin, Texas, USA, for 2022 and early 2023, focusing on reviews that mentioned remote work.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The Airbnb experiences of remote workers and digital nomads are characterized as professionals who express mostly affective outcomes, but also have behavioral and nonaffective outcomes during their stay. In addition, the findings support the moderating role of length of stay and city.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This paper contributes to the literature by exploring how length of stay affects the priorities of remote workers on Airbnb, highlighting the different needs of long-term and short-term stays, and helping to consolidate and clarify the scattered research on customers’ long-term experiences in tourism and hospitality.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>The Airbnb experience of remote workers is the highly valued as evidenced by the high rate of commending reviews indicating a willingness to stay there again. It is suggested that Airbnb hosts continue their helpful role and ensuring the functionality and availability of essential facilities and emphasizing neighborhood amenities specific to long and short stays. ChatGPT4 was found to be valuable for extracting data and assigning topic labels.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study uses a novel structural topic model, augmented with ChatGPT4, to analyze Airbnb customer reviews that mention remote work, thereby improving inferences about the characterization of remote workers.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"16 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2024-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142100899","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}