International Journal of Contemporary Hospitality Management最新文献

{"title":"Digital well-being in hospitality: epistemology, scope, aggregation, and specification","authors":"Yihong Chen, Rob Law, Xinyuan Zhao","doi":"10.1108/ijchm-05-2024-0785","DOIUrl":"https://doi.org/10.1108/ijchm-05-2024-0785","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Digital well-being (DWB) has become a preoccupation of society, businesses and consumers because of the proliferation of technology and the pandemic. This study aims to understand the four main problems of DWB in hospitality (DWBH): epistemology, scope, aggregation and specification by adopting integrative literature review.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The systematic analysis process develops a dynamic DWBH framework, which connects individuals and society, based on the doughnut model. A critical method is used to conceptualize the DWBH and digital behavior change interventions (DBCIs) by combining psychology and sociology.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>This study provides a definition of DWBH. It identifies three antecedents (digital design, awareness and utilization advancement), three decision factors (individual psychology, category differences and external environment) and four outcomes. The doughnut model visualizes dynamic sustainability of subjective well-being, master, engagement, autonomy, relationship and mastery. DBCIs provide a comprehensive strategy: effective design is essential, personalized implementation is standard, and strategy and structure ensure success.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This study theoretically addresses issues of epistemology, scope and aggregation, expanding the existing knowledge base of DWBH and fostering theoretical integration across different disciplines. Practically, it provides actionable guidelines for stakeholders in hospitality to enhance community DWB, thereby promoting both individual and societal well-being.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study makes a pioneering effort by extending the knowledge of DWBH with epistemology, scope, aggregation and specification. Furthermore, this study helps clarify the academic research process of DWBH, formulating management and practical strategies and improving individuals’ well-being.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"586 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143417256","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":"Facing or avoiding? How dependence on artificial intelligence influences hotel employees’ job crafting","authors":"Hongdan Zhao, Yunshuo Ma, Yuanhua Chen","doi":"10.1108/ijchm-06-2024-0939","DOIUrl":"https://doi.org/10.1108/ijchm-06-2024-0939","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>As more hotels adopt artificial intelligence (AI), it becomes inevitable for employees to rely on abilities enhanced by the use of AI to complete tasks. However, our understanding of how employees adapt to this shift in work design remains limited. Therefore, the purpose of this study is to explore hotel employees’ approach and avoidance behavioral reactions to dependence on AI.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A three-wave field study was conducted, collecting data from 303 hotel employees and analyzed using Mplus 8.3.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Dependence on AI can be construed as a positive stimulus, augmenting employees’ harmonious work passion and subsequently promoting approach job crafting. The promotion focus of employees positively moderates this process. On the other hand, dependence on AI also can be perceived as a negative stimulus, heightening employees’ feelings of AI threat and, consequently, fostering avoidance job crafting. In this case, the prevention focus of employees positively moderates the process.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study provides theoretical foundations and decision-making references for management practice. Managers should implement measures to guide employees in developing a proper understanding of AI and provide them with emotional support and institutional safeguards.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study unveils the consequences of dependence on AI for employees, offering new perspectives for AI research in the hotel industry. By differentiating job crafting, this study theorizes and tests a dual-path model of how dependence on AI may influence hotel employees’ approach and avoidance job crafting, thereby enriching the AI–job crafting literature.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"86 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-02-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143393504","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":"Advancing information search through GenAI: the roles of search type, travel motive and GenAI customization level","authors":"Xiaoyan Luo, Ding Xu, Yuan (William) Li, Lisa C. Wan","doi":"10.1108/ijchm-06-2024-0941","DOIUrl":"https://doi.org/10.1108/ijchm-06-2024-0941","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The advancements in generative artificial intelligence (GenAI) encourage disruptive transformation in the hospitality industry. Previous discussions predominantly focused on the impact of AI-powered agents on the labor force. This research extends previous studies by investigating the feasibility of GenAI as an information search agent in comparison to the predominant role of search engines.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Based on the Tourist Online Information Search Behavior framework, the authors proposed that consumers’ GenAI adoption may vary upon search purpose (search type), individual differences (travel motive) and situational differences (GenAI task-oriented customization level). Four studies with a total number of 813 participants were conducted.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Taking GenAI over traditional search engines for pre-trip information search significantly increased with a non-decision-based (vs decision-based) purpose. To enhance the adoption of GenAI in its less effective but more important decision-based situations, the authors proposed and confirmed the incremental effect of utilitarian travel motives and task-oriented customization levels.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study highlights GenAI’s potential as an information communication technology (ICT). This encourages tourism and hospitality businesses to consider integrating GenAI to strengthen ICT services. Moreover, search type, travel motive and task-oriented customization level are important in deploying GenAI for ICT improvement.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study deepens the understanding of GenAI adoption in the tourism and hospitality sector by elaborating on the GenAI-as-ICT perspective and offers fresh insights into AI for pre-trip or pre-consumption information search.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"30 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143125337","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":"Virtual influencers going head-to-head with human influencers: the impact of influencer type on trust perceptions of endorsement","authors":"Xing (Stella) Liu, Lisa C. Wan, Anna S. Mattila","doi":"10.1108/ijchm-06-2024-0886","DOIUrl":"https://doi.org/10.1108/ijchm-06-2024-0886","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to explore how the extensive implementation of virtual influencers (VIs) in the hospitality and tourism industry shapes tourists’ trust perceptions. Specifically, it compares the differences between human influencers (HIs) and VIs based on mind perception theory and outlines the strategies for hospitality and tourism marketers to efficiently adopt influencers to enhance customers’ trust in diversified consumption contexts.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Three experiments were conducted with online panels (<em>n</em> = 799). Study 1 outlines the anticipated focal effect and the mediating role of perceived experience. Study 2 replicates the effect and investigates its downstream consequences. Study 3 examines the moderating effect of product type.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results reveal that customers are more likely to distrust VIs than their human counterparts because the former is thought to possess a lower degree of perceived experience. This effect is more prominent in the endorsement of experiential (versus functional) products and services.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research advances the understanding of how tourists perceive HIs andVIs differently in social media endorsement, enriching the growing literature on VIs. Hospitality marketers can also gain insights into the advantages and limitations of VIs, providing valuable information to optimize their marketing effectiveness.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"55 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-02-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143072152","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 work-life integration: empowering talent in emerging hospitality and tourism work paradigms","authors":"Jie Gao, Ye Zhang, Shi Xu, Emily Ma","doi":"10.1108/ijchm-05-2024-0736","DOIUrl":"https://doi.org/10.1108/ijchm-05-2024-0736","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to explore work–life integration (WLI) as a crucial mechanism underpinning the transformation of the hospitality and tourism industry from shifts in work paradigms, including rapid technological advancements, flexible work forms, quiet quitting, increasing awareness of well-being, cultural diversity and gender disparity. It further develops the coping strategies and research agenda.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Through the bridged lens of the work–life boundary theory and conservation of resources theory, this research critically analyzes the literature on emerging work paradigms and WLI and develops a conceptual framework guiding the systematic examination of the WLI mechanisms underpinning the influence from work paradigm shifts.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The analysis reveals the underpinning mechanisms in managing WLI, highlighting the importance of systematic and customized work–life management strategies in adapting to evolving work paradigms. An integrated conceptual framework is developed to guide future research and practical applications.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study underscores the critical need for strategic WLI management, emphasizing its importance for sustainable industry development. It also proposes actionable work–life management strategies for stakeholders, aiming for positive outcomes at personal, organizational and industrial levels amid the paradigm shifts.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The comprehensive conceptual framework uniquely bridged two theories that afford a novel, interconnected and in-depth approach to analyzing how work paradigm shifts reshape the industry. It further broadens the research agenda on WLI, with promising research directions proposed for advancing the understanding of the ever-evolving hospitality and tourism work landscapes.</p><!--/ Abstract__block -->","PeriodicalId":13744,"journal":{"name":"International Journal of Contemporary Hospitality Management","volume":"1 1","pages":""},"PeriodicalIF":11.1,"publicationDate":"2025-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143026636","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

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

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

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

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

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