International Journal of Contemporary Hospitality Management最新文献

{"title":"From benevolent leadership to environmental citizenship in the hospitality sector: an affective commitment mediated pathway","authors":"Dorota Grego-Planer,Monika Anna Chodorek,Elisa Rescalvo-Martin,Victor Oluwafemi Olorunsola,Osman M. Karatepe","doi":"10.1108/ijchm-12-2025-1795","DOIUrl":"https://doi.org/10.1108/ijchm-12-2025-1795","url":null,"abstract":"Purpose This paper aimed to propose and test a research model that investigated the nexus between benevolent leadership (BL), affective commitment (AC) and organizational citizenship behavior for the environment (OCBE) in the hospitality sector. Design/methodology/approach Data were collected from 372 hotel employees in Poland via a computer-assisted Web interview technique. The hypothesized relationships were gauged using the partial least squares structural equation modeling. Findings BL boosted AC, which subsequently predicted OCBE. BL affected OCBE via affective internalization of employees’ emotional attachment to the organization instead of through direct behavioral modeling. Originality/value This study adds to the leadership–sustainability research by demonstrating that BL, a non-environmental leadership style, relates to OCBE through employees’ AC, rather than through a direct link. The results underscore AC as a significant internalization mechanism that connects moral leadership with context-specific environmental citizenship rather than direct behavioral relationship.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"29 1","pages":"1-23"},"PeriodicalIF":11.1,"publicationDate":"2026-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899204","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":"Can digital twins redefine destination management? A socio-technical framework from a machine learning driven systematic review","authors":"Waqas Ali,Cihan Cobanoglu","doi":"10.1108/ijchm-11-2025-1654","DOIUrl":"https://doi.org/10.1108/ijchm-11-2025-1654","url":null,"abstract":"Purpose This study aims to systematically map and synthesise the fragmented knowledge on digital twins (DTs) within tourism destination management. It also highlights how DTs can transform destination governance, sustainability practices, crisis management and visitor engagement through real-time simulation and data-driven insights. Design/methodology/approach Following the PRISMA protocol, peer-reviewed studies were systematically collected from three databases (Web of Science, Scopus, ScienceDirect) and analysed using BERTopic, a BERT-based machine learning algorithm for topic modelling. This machine learning based computational literature review approach enabled the identification of hidden thematic patterns across interdisciplinary sources. Findings The analysis revealed four dominant themes: digital transformation and heritage management, crisis management and adaptive resilience, data-driven visitor engagement and sentiment analysis and immersive futures with the metaverse. These themes were synthesised into a novel socio-technical maturity framework that positions DT adoption along two continua: technical complexity (static representation to dynamic simulation) and social integration (centralised control to collaborative governance), thus revealing four developmental levels and their inherent tensions: ownership versus access, automation versus human judgment, personalisation versus surveillance and virtual versus authentic. Practical implications The framework provides DMOs and policymakers with a diagnostic tool to assess their DT maturity, anticipate socio-technical challenges at each level, and strategically guide digital transformation, crisis resilience and visitor engagement. Originality/value To the best of the authors’ knowledge, this study pioneers machine learning-driven topic modelling in tourism DT research, offering the first socio-technical framework that conceptualises DTs not merely as technological artefacts but as socio-technical systems, reframing destination management from reactive administration to predictive governance, from physical places to phygital ecosystems and from technology adoption to socio-technical orchestration.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"17 1","pages":"1-26"},"PeriodicalIF":11.1,"publicationDate":"2026-08-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899205","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":"Building bonds beyond the event: exploring attendees’ trust in peers and community mechanisms in business events","authors":"Jing Li,Xingyi Zhang,Xiaolong Shao,Heesu Han","doi":"10.1108/ijchm-03-2026-0339","DOIUrl":"https://doi.org/10.1108/ijchm-03-2026-0339","url":null,"abstract":"Purpose Despite the growing role of events in fostering social connections, trust formation within event settings remains underexplored. Prior research tends to examine either peer-based trust or community-based trust in isolation, offering limited insight into how these forms of trust develop simultaneously. Drawing on social support and social capital theories, this study aims to propose a dual-path framework that distinguishes between affective trust in fellow attendees and cognitive trust in the broader event community. Design/methodology/approach Survey data were collected from 412 event participants and analyzed using partial least squares structural equation modeling to test the proposed relationships. Findings The results reveal that information support and emotional support significantly enhance affective trust among attendees. Meanwhile, cognitive capital and relational capital positively influence cognitive trust in the event community. The findings confirm the multidimensional nature of trust formation within event contexts. Practical implications The study provides actionable insights for event organizers by highlighting the importance of cultivating supportive environments that facilitate both interpersonal interactions and broader community connections to strengthen trust at multiple levels. Originality/value By integrating social support and social capital perspectives into a unified framework, this research advances theoretical understanding of multidimensional trust formation in event settings and extends existing literature beyond single-level trust conceptualizations.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"1 1","pages":"284-303"},"PeriodicalIF":11.1,"publicationDate":"2026-08-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899208","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":"Hotel online employee experiences and employee satisfaction and recommendation: an evolutionary stimulus-organism-response perspective","authors":"Zongwei Hu,Xi Chen,Yang Zhang,Jian Ming Luo","doi":"10.1108/ijchm-10-2025-1467","DOIUrl":"https://doi.org/10.1108/ijchm-10-2025-1467","url":null,"abstract":"Purpose Online employee reviews increasingly influence employer reputation and recruitment. Although equity theory suggests that employees evaluate their employment relationship through perceptions of fairness, existing research has largely examined distributive, procedural and interactional fairness as independent predictors of employee outcomes. Consequently, little is known about how these fairness dimensions jointly shape employee satisfaction and recommendation in online review contexts. Drawing on equity theory and the evolutionary SOR framework, this study aims to examine how different configurations of fairness perceptions generate employee satisfaction and recommendation and whether the two outcomes emerge through similar or distinct pathways. Design/methodology/approach Using 14,475 Glassdoor employee reviews from the hotel sector, latent Dirichlet allocation identifies job-related experience themes and maps them to distributive, procedural and interactional fairness. Fuzzy-set qualitative comparative analysis identifies configurations leading to satisfaction and recommendation. Findings Employee satisfaction arises from multiple fairness configurations rather than any single job attribute. Four orientations emerge. Pragmatism and utilitarianism emphasize tangible returns, idealism reflects institutional expectations and perfectionism requires comprehensive fairness across dimensions. Recommendation does not directly follow satisfaction. Although satisfaction functions as a core condition, employees recommend their organization only when certain fairness dimensions compensate for others. This indicates a configurational evaluation process rather than a simple linear response. Originality/value This study shows that online employee reviews represent public evaluative decisions rather than simple reflections of internal attitudes. It refines equity theory by revealing complementary and substitutive relationships among fairness dimensions and identifies a boundary condition of the SOR framework in which behavioral endorsement is not solely mediated by satisfaction. Practically, improving a single job attribute is insufficient because balanced fairness perceptions are necessary to encourage employee advocacy.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"76 1","pages":"2952-2971"},"PeriodicalIF":11.1,"publicationDate":"2026-08-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899207","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":"AI-powered hotel performance prediction: a multimodal data approach","authors":"Ningqiao Li,Minwoo Lee,Agnes DeFranco,Jae Kyeong Kim,Xinzhe Li","doi":"10.1108/ijchm-11-2025-1744","DOIUrl":"https://doi.org/10.1108/ijchm-11-2025-1744","url":null,"abstract":"Purpose Hotel-generated social media content functions as key market-facing signals for prospective consumers seeking information to support decision-making, while property-level information serves as structural signals. Despite their growing relevance, limited research has examined the roles of these signals in forecasting hotel performance. This study aims to address this gap. In particular, this study investigates the joint effect of multimodal data (i.e. social media visual and textual content alongside property-level numerical information) on hotel performance prediction through a comparison of multiple machine learning models. Design/methodology/approach To achieve these goals, the present study uses an ML-driven predictive modeling approach by employing multimodal data such as social media photos, captions and financial data for major hotel properties’ business performance prediction. Findings Results show that the Random Forest model outperforms others in predicting both hotel occupancy and room revenue. Among all features, image aesthetics emerged as the most influential predictor of occupancy, while total marketing expenditure was the strongest predictor of revenue. These findings extend the application of signaling theory in the hotel performance forecasting context and offer practitioners a practical methodological framework for utilizing multi-modal data and ML to monitor and enhance hotel performance. Originality/value The present study contributes to tourism and hospitality literature by analyzing how textual and pictorial cues influence consumer decisions. This study introduces a novel framework for predictive modeling, employing deep learning models to enhance predictive power and stability. By extracting diverse features from social media content and financial data, the study offers deeper insights into consumer decision-making processes. Practically, it helps hotels forecast occupancy rates and total room revenue, aiding in strategic resource allocation in areas such as human resources, marketing expenses, communication and social media advertising. The findings enable managers to identify critical factors for higher performance, allowing timely adjustments to maximize overall revenue. These improvements will enhance the competitiveness and long-term viability of hotel properties.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"30 1","pages":"2931-2951"},"PeriodicalIF":11.1,"publicationDate":"2026-08-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899355","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":"An employee lens on the dark and bright sides of customer dissatisfaction","authors":"Mengxuan Li,Mingyun Huai,Xingyu Wang,Yitong Yu","doi":"10.1108/ijchm-12-2025-1846","DOIUrl":"https://doi.org/10.1108/ijchm-12-2025-1846","url":null,"abstract":"Purpose Customer dissatisfaction has long been studied in the hospitality marketing literature for its powerful impacts on customer outcomes, but it has rarely been examined from the perspective of hospitality employees. Drawing on the theory of workplace anxiety, this research aims to explore how perceived customer dissatisfaction impacts employees’ emotional state of anxiety and subsequent behavioral responses, and how perceived leader empowerment functions as a motivational contingency that shapes these responses. Design/methodology/approach Study 1 employed an experimental causal-chain approach using a recall paradigm to support causal relationships between perceived customer dissatisfaction and two behaviors through workplace anxiety. In Study 2, an experience sampling methodology design with U.S. hospitality frontline employees was conducted via CloudResearch. Findings Perceived customer dissatisfaction increases employees’ workplace anxiety, which in turn, leads to voice behavior. Moreover, employees who perceive higher leader empowerment are less likely to withdraw when experiencing workplace anxiety. Practical implications Organizations can turn customer dissatisfaction into opportunities for learning and improvement by recognizing workplace anxiety as a motivator for positive behavior and by empowering employees to manage their emotions and respond proactively. Such practices can help build a more resilient, adaptive and productive workforce. Originality/value This research shifts customer dissatisfaction from a customer-focused to an employee-focused perspective. Customer dissatisfaction can be perceived as a high job demand that triggers employees’ workplace anxiety and results in divergent behavioral responses, namely, voice and withdrawal, contingent on leader empowerment.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"10 1","pages":"2776-2795"},"PeriodicalIF":11.1,"publicationDate":"2026-08-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899346","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":"Reshaping hotel entrepreneurial competitiveness through artificial intelligence","authors":"Nikolaos Pappas","doi":"10.1108/ijchm-09-2025-1434","DOIUrl":"https://doi.org/10.1108/ijchm-09-2025-1434","url":null,"abstract":"Purpose While existing research acknowledges the broad impact of artificial intelligence (AI) on hotel operations, its competitive advantages remain underexplored. This study aims to examine Greek hotel entrepreneurs’ perceptions of AI’s impact on competitiveness and their intention to adopt AI in their operations. Design/methodology/approach Combining the theories of Complexity and Rational Choice, and drawing from a nationwide sample of 400 Greek hotel entrepreneurs, this study examines the achievement of competitiveness through the AI-oriented antecedents of trust, perceived benefits, perceived risks, business performance and innovation. The examination of the complex perceptions was conducted through the use of fuzzy-set Qualitative Comparative Analysis, and the identification of the necessary conditions was examined through Necessary Condition Analysis. The selection for examining the chaordic perceptions of the entrepreneurs was made after confirming that the research is characterised by general asymmetry. Findings The results have generated four sufficient complex configurations able to lead to competitiveness, while the research identified two simple conditions (trust; perceived benefits) as necessary. As a result, three out of the four AI-oriented pathways were considered acceptable (beneficial aspects of AI; risk-induced trust; and benefit–risk nexus) and able to achieve enhanced competitiveness, while the fourth pathway was excluded from further analysis. Originality/value The findings provide practical contributions by presenting alternative AI solutions that enable companies to transform and strengthen their competitiveness, while simultaneously advancing our understanding of how AI influences entrepreneurial decision-making. Furthermore, several managerial implications are identified and examined.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"65 1","pages":"2689-2713"},"PeriodicalIF":11.1,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899347","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":"From service delivery to crafting memorable experiences: guest perspectives","authors":"Hoang Pham Truong,Thao Chu,Long Nguyen,Duong Dong,Tom Baum","doi":"10.1108/ijchm-12-2025-1854","DOIUrl":"https://doi.org/10.1108/ijchm-12-2025-1854","url":null,"abstract":"Purpose This study explores the role of employees in shaping memorable hotel experiences (MHEs) through customer perceptions. It aims to identify employee attributes that strongly influence memorable guest experiences. Design/methodology/approach A three-stage mixed-method design was applied to 30,783 TripAdvisor reviews from 100 hotels across the world’s ten most visited cities. Text mining and sentiment analysis identified experience factors, and their relative contributions were quantified through regression modeling. A hermeneutic analysis of a 500-review subsample then interpreted the experiential meanings underlying staff-related patterns. Findings Five employee attribute dimensions were identified as significant contributors to MHEs: emotional resonance, functional mastery, proactive resolution, personalized connection and flexibility. The analysis further reveals new guest insights into the role of authenticity and personal engagement in shaping their experiences. Practical implications The findings provide actionable insights for hospitality practitioners seeking to enhance human resource strategies and service design. Originality/value This study contributes to the literature on experience co-creation and customer experience management by identifying the dimensions of staff service most valued by guests, extending current understanding of experience formation within the hospitality context.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"34 1","pages":"2816-2836"},"PeriodicalIF":11.1,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899348","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":"Rethinking technology-driven personalisation in hospitality: a critical reflection","authors":"Sourav Mangoch","doi":"10.1108/ijchm-01-2026-0095","DOIUrl":"https://doi.org/10.1108/ijchm-01-2026-0095","url":null,"abstract":"Purpose This study aims to critically examine dominant narratives of technology-driven personalisation in hospitality and proposes a theoretically grounded reconceptualisation. Design/methodology/approach This study adopts a critical reflection approach informed by socio-technical systems and sensemaking perspectives. It synthesises prior hospitality research to identify recurring assumptions, methodological tendencies and conceptual gaps. Findings The analysis shows that research on hospitality personalisation is shaped by techno-optimism, customer-centric bias and methodological simplification. Mixed findings relating to trust, intrusiveness and employee agency reveal important conceptual limitations. Practical implications Hospitality managers should balance algorithmic capabilities with employee judgement, ethical considerations and contextual awareness to enhance trust, authenticity and relational value. Originality/value This study reconceptualises technology-driven personalisation as an emergent socio-technical process shaped by interactions among technology, employees and customers, thereby providing a stronger foundation for future research.","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"21 ( Pt 3) 3 1","pages":"2893-2911"},"PeriodicalIF":11.1,"publicationDate":"2026-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899361","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":"Reconceptualizing employee AI awareness as a multidimensional construct: beyond job displacement","authors":"Selim Bakir,Tarik Dogru,Anil Bilgihan,Baker Ayoun","doi":"10.1108/ijchm-01-2026-0009","DOIUrl":"https://doi.org/10.1108/ijchm-01-2026-0009","url":null,"abstract":"Purpose This study aims to critically review how hospitality research has conceptualized employee artificial intelligence (AI) awareness and offer a reconceptualization that moves beyond a narrow, job-displacement focus to a multidimensional view encompassing both adverse and beneficial implications of AI integration for employees’ jobs, careers and well-being. Design/methodology/approach The study adopts a narrative synthesis of recent hospitality and related organizational research on employee AI awareness, integrating conceptual and empirical work across disciplines and drawing on multiple theoretical perspectives, including the Job Demands–Resources model, uncertainty management theory, self-determination theory and dynamic capability and task-level replacement frameworks. Findings Existing hospitality studies predominantly frame employee AI awareness as a threat linked to job insecurity, burnout and turnover intentions, often conflating distinct constructs and focusing on replacement-centric outcomes. This study reconceptualizes employee AI awareness as a multidimensional construct, encompassing awareness of AI tools, task-substitution awareness and role-ambiguity awareness, with both dark and bright pathways that can produce negative outcomes (e.g. strain, withdrawal, occupational health and mental health symptoms) or positive outcomes (e.g. creativity, job crafting, engagement, thriving and human–AI collaboration), contingent on available resources, appraisals and contextual factors. Research limitations/implications As a conceptual review grounded primarily in recent hospitality literature, the proposed framework requires empirical validation and refined measurement of the distinct facets of employee AI awareness. The article outlines a future research agenda spanning measurement boundaries, causal micro-mechanisms, technology design features, cross-level implementation and temporal career dynamics to build cumulative evidence on how employee AI awareness shapes behavior and well-being over time. Practical implications The multidimensional reconceptualization enables hospitality managers to differentiate between displacement-related strain and AI usage or role-ambiguity stress, informing targeted interventions such as reskilling, AI literacy training, supportive leadership and fair communication about AI-enabled job redesign. Managers can use the framework as a diagnostic tool to monitor how AI integration affects employees’ well-being, attitudes and behaviors and to design organizational resources that convert AI-related demands into opportunities for growth and engagement. Social implications This study highlights pathways for more sustainable and humane AI adoption in hospitality workplaces. This broader lens enables organizations and policymakers to anticipate the distributional effects on career trajectories and mental health and to support more inclusive strategies for preparing employees for AI-intensive service environments. Origi","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"171 8 1","pages":"2736-2754"},"PeriodicalIF":11.1,"publicationDate":"2026-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148899351","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}