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Journal of Hospitality & Tourism Research最新文献

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An Exploratory Qualitative Study of Visitors’ Cognitive Appraisals in a Meteorological Landscape Uncertainty Scenario 气象景观不确定性情景下游客认知评价的探索性定性研究
Journal of Hospitality & Tourism Research Pub Date : 2022-12-15 DOI: 10.1177/10963480221142500
H. Qiu, Xiaowei Lei, Yujia Chen, Yanjun Chen
{"title":"An Exploratory Qualitative Study of Visitors’ Cognitive Appraisals in a Meteorological Landscape Uncertainty Scenario","authors":"H. Qiu, Xiaowei Lei, Yujia Chen, Yanjun Chen","doi":"10.1177/10963480221142500","DOIUrl":"https://doi.org/10.1177/10963480221142500","url":null,"abstract":"The meteorological landscape has always been the main selling point for some destinations, but the uncertain supply of the meteorological landscape also poses challenges for destination management. Little is known about visitors’ emotional and behavioral tendencies elicited by this uncertainty under landscape viewing; therefore, it is critical for academics and practitioners to understand visitors’ emotional and behavioral changes after the viewing experience and strategize marketing plans to improve revisit intention. Grounded upon cognitive appraisal theory, this study conducted in-depth interviews with 31 visitors who had had meteorological landscape viewing experiences to solicit their perceptions and appraisals of uncertainty. Results revealed that the uncertainty influenced visitors’ entire cognitive appraisal process and resulted in four types of revisit intentions. Specifically, even if visitors have a negative emotion after the viewing, they may choose to revisit. Accordingly, theoretical and practical implications for destination management are offered.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-12-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124031421","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Repeat Customers and Satisfaction: Uncovering New Intricacies Through Restaurant Reviews 回头客和满意度:通过餐馆评论揭示新的复杂性
Journal of Hospitality & Tourism Research Pub Date : 2022-12-14 DOI: 10.1177/10963480221141613
Xiaoxian Ji, J. Nicolau, R. Law, Xianwei Liu
{"title":"Repeat Customers and Satisfaction: Uncovering New Intricacies Through Restaurant Reviews","authors":"Xiaoxian Ji, J. Nicolau, R. Law, Xianwei Liu","doi":"10.1177/10963480221141613","DOIUrl":"https://doi.org/10.1177/10963480221141613","url":null,"abstract":"Repeat customers are crucial for business success. Previous studies have mainly focused on those factors that affect repeat patronage but ignored how repeat customers reevaluate the same service provider after consumption. We obtained a dataset containing 637,748 reviews of restaurants in New York City and used a generalized difference-in-differences design to further explore the rating behavior of local repeat customers. The results of this study contribute to theories of customer satisfaction, repeat patronage, and customer location in the context of user-generated content as repeat customers are found to be sensitive to quality variations. Such sensitivity is even accentuated by local customers. Relevant practical implications for restaurant managers are also drawn from the results.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-12-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132649351","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
How Self-Identity and Social Identity Grow Environmentally Sustainable Restaurants’ Brand Communities Via Social Rewards 自我认同和社会认同如何通过社会奖励发展环境可持续餐厅品牌社区
Journal of Hospitality & Tourism Research Pub Date : 2022-12-13 DOI: 10.1177/10963480221140019
Yoon-Jung Jang, Eojina Kim
{"title":"How Self-Identity and Social Identity Grow Environmentally Sustainable Restaurants’ Brand Communities Via Social Rewards","authors":"Yoon-Jung Jang, Eojina Kim","doi":"10.1177/10963480221140019","DOIUrl":"https://doi.org/10.1177/10963480221140019","url":null,"abstract":"This study proposes a model that can be used to understand customers’ attitudes to restaurants’ sustainability initiatives on brand communities. The study incorporates identity theories and suggests a theoretical model for customer engagement that represents associations among self-identity and social identity constructs, customer engagement, and customers’ sustainable behavioral changes. Members of restaurants’ brand communities participated in the survey. Structural equation modeling and multigroup analysis were used to test hypothesized relationships. The findings confirm the positive and strong effects of self-identity and social identity on customer engagement, which appear to significantly influence customers’ commitment to brands and their sustainable behavioral changes. Interestingly, the effects of self-identity on customer engagement and of customer engagement on sustainable behavioral changes are significantly greater in the high social reward group than in the low social reward group, indicating the moderating role of social rewards. Finally, several meaningful implications arise from the study.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-12-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122736371","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
Electronic Consumer-to-Consumer Interaction (eCCI) Post a Service Failure: The Psychological Power of Need for Approval 电子消费者对消费者互动(eCCI)服务失败后:需要认可的心理力量
Journal of Hospitality & Tourism Research Pub Date : 2022-12-13 DOI: 10.1177/10963480221141649
Wei Wei, Lu Zhang, Bobbie Rathjens, Sean P. McGinley
{"title":"Electronic Consumer-to-Consumer Interaction (eCCI) Post a Service Failure: The Psychological Power of Need for Approval","authors":"Wei Wei, Lu Zhang, Bobbie Rathjens, Sean P. McGinley","doi":"10.1177/10963480221141649","DOIUrl":"https://doi.org/10.1177/10963480221141649","url":null,"abstract":"The prevalence of eCCI (electronic customer-to-customer interaction) is rapidly growing as customers increasingly employ online tools to reach fellow customers and voice their opinions, especially after service failures. Adopting a quasi-experimental design, this research examines the impact of eCCI on restaurant customers, considering their need for approval. A total of 201 responses were obtained for the main experiment (Study 1). Results indicated that people with a lower need for approval reported greater social media engagement, customer-customer interaction justice, and empathy quality in the condition of positive eCCI. People with a higher need for approval exhibited similar responses on all dependent variables, regardless of the eCCI condition. The results remained stable across different restaurants’ response strategies (Study 2). This paper examines the novel eCCI phenomenon and adds a new twist to the literature on CCI and customer reviews. It further offers valuable guidelines for managerial involvement in digital customer service encounters.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-12-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128249356","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
User Interactions in Online Travel Communities: A Social Network Perspective 在线旅游社区中的用户交互:一个社会网络视角
Journal of Hospitality & Tourism Research Pub Date : 2022-12-10 DOI: 10.1177/10963480221141616
Bingbing Liu, Fang Meng, Chaoliang Luo, Hui Jiang
{"title":"User Interactions in Online Travel Communities: A Social Network Perspective","authors":"Bingbing Liu, Fang Meng, Chaoliang Luo, Hui Jiang","doi":"10.1177/10963480221141616","DOIUrl":"https://doi.org/10.1177/10963480221141616","url":null,"abstract":"Online travel communities (OTCs) enable users to interact and share travel information voluntarily. Extant research has primarily focused on the content generated through user interactions but neglected how user interactions are structured. This study employed exponential random graph models to examine the formation of user interactions and the outcomes of homophily in terms of network structure across levels (actor, dyad, triad, and network). A dataset of 2,926 posts and 25,854 replies involving 9,712 users in an OTC was used. Results reveal that users’ question initiating and replying ties in OTCs exhibit significant positive structural dependencies in terms of reciprocity, activity spread, generalized transitive closure, and multiple connectivity. Homophily serves as the basis of dyadic interactions and homophilous ties evolve after formation. The study advances hospitality and tourism network research and methodology by going beyond traditional dyadic user interactions, and provides insights into user interactions in OTCs from the social network perspective.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-12-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130135916","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 2
Instant Karma: How the Karmic-Investment Mindset Affects Customer Engagement With Corporate Charitable Giving Requests 即时业力:业力投资心态如何影响企业慈善捐赠请求的客户参与
Journal of Hospitality & Tourism Research Pub Date : 2022-11-24 DOI: 10.1177/10963480221137779
Joanne X. Xue, A. Mattila
{"title":"Instant Karma: How the Karmic-Investment Mindset Affects Customer Engagement With Corporate Charitable Giving Requests","authors":"Joanne X. Xue, A. Mattila","doi":"10.1177/10963480221137779","DOIUrl":"https://doi.org/10.1177/10963480221137779","url":null,"abstract":"Corporate charitable giving (CCG) is increasingly pervasive in the global hospitality industry. Among various subtypes of CCGs, many hospitality companies request donations from customers during the service delivery or payment process to encourage customer engagement and co-created social responsibility. Karma—the implicit belief that the universe rewards good deeds and punishes wrongdoings—resonates with consumers’ prosocial behaviors, yet little is known about how karma beliefs, along with various donation elements, affect donation likelihood. Study 1 demonstrates that karma believers are more likely to donate gifts-in-kind than money, as it signals altruism that engenders karmic rewards. Study 2 shows that consumers with weak (vs. strong) karma beliefs are more likely to donate in a public (vs. private) setting due to greater reputational benefits. This research enriches the literature on hospitality CCG marketing and provides insights to managers regarding how to effectively execute donation programs.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-11-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122244225","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
When Service Customization in Tourism Backfires: Exploring the Value Restoration Mechanism to Prevent Value Codestruction 旅游服务定制适得其反:探索价值修复机制，防止价值共毁
Journal of Hospitality & Tourism Research Pub Date : 2022-11-23 DOI: 10.1177/10963480221137777
Lishan Xie, Xin Liu, Dongmei Li, Xinhua Guan
{"title":"When Service Customization in Tourism Backfires: Exploring the Value Restoration Mechanism to Prevent Value Codestruction","authors":"Lishan Xie, Xin Liu, Dongmei Li, Xinhua Guan","doi":"10.1177/10963480221137777","DOIUrl":"https://doi.org/10.1177/10963480221137777","url":null,"abstract":"Although service customization is widely adopted in the tourism industry to cater to the heterogeneous needs of customers, the high interaction in customization often results in a value decrease for the service provider and tourists (i.e., value codestruction). However, the literature has not fully explored the restoration process when value codestruction occurs during the consumption stage of customized tourism. Based on conservation of resources theory, this study identified a systematic value restoration framework by investigating the factors of codestruction situation, restoration approach, and customer characteristics. Our experiments indicate that value can only be restored effectively when the restoration approach is congruent with the value reducer type. Moreover, customers with low self-efficacy rely more on such a congruency effect. The findings provide managers and tourists with insights into how to optimize tourism experiences by displaying flexibility in dealing with value codestruction in customized tourism.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-11-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131187267","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Is Hotel Technology a Double-edged Sword on Customer Experience? A Mixed-method Approach using Big Data 酒店科技是顾客体验的双刃剑吗?使用大数据的混合方法
Journal of Hospitality & Tourism Research Pub Date : 2022-11-23 DOI: 10.1177/10963480221132758
Hyekyung Park, Minwoo Lee, K. Back, A. DeFranco
{"title":"Is Hotel Technology a Double-edged Sword on Customer Experience? A Mixed-method Approach using Big Data","authors":"Hyekyung Park, Minwoo Lee, K. Back, A. DeFranco","doi":"10.1177/10963480221132758","DOIUrl":"https://doi.org/10.1177/10963480221132758","url":null,"abstract":"This study aims to identify the critical hotel guest technology that enhances the hotel customer experience. By applying the two-factor theory, the study discovers the asymmetry impact of hotel guest technology on customer satisfaction and dissatisfaction. This study uses an integrated approach of big data analytics and impact asymmetry analysis on a dataset of 520,757 online reviews of 435 hotels in New York City derived from TripAdvisor.com. Big data analytics is implemented to identify significant attributes of hotel guest technology. Then, the five unique roles of hotel guest technology in customer satisfaction and/or dissatisfaction are identified through impact asymmetry analysis. The integrated approach reconciles inconsistent findings from prior research and guides hotel operators to prioritize hotel guest technology to increase customer experience.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-11-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132655224","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 2
Effects of Ethnocentrism on International Hospitality Brands: A Cross-Country Study of Starbucks 民族中心主义对国际酒店品牌的影响:基于星巴克的跨国研究
Journal of Hospitality & Tourism Research Pub Date : 2022-11-01 DOI: 10.1177/10963480221133778
Dr.Fabio Cassia, Dr.Francesca Magno
{"title":"Effects of Ethnocentrism on International Hospitality Brands: A Cross-Country Study of Starbucks","authors":"Dr.Fabio Cassia, Dr.Francesca Magno","doi":"10.1177/10963480221133778","DOIUrl":"https://doi.org/10.1177/10963480221133778","url":null,"abstract":"Ethnocentrism is anticipated to have a growing impact on international hospitality brands, but current understandings of its effects is limited. Using the traditional, unidimensional conceptualization of ethnocentrism, prior hospitality research concluded that ethnocentrism drives people to favor domestic over foreign brands. This study proposes a model wherein ethnocentrism’s emotional and cognitive dimensions influence perceptions of international brands through separate direct and indirect mechanisms, which vary between the brand’s domestic and foreign markets. The model was assessed using multigroup analysis of perceptions of Starbucks in two samples of 186 and 235 consumers from the United States and Italy, respectively. The findings highlight that ethnocentrism’s emotional and cognitive dimensions have positive and negative effects, respectively, on brand image in the domestic market (United States) and vice versa in a foreign market (Italy). In the foreign market, ethnocentrism influences brand image only indirectly. The study concludes with implications for brand managers.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122092818","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 4
Staging mediatized tourism places as imagined playscapes: The crucial role of a tour designer 将中介化的旅游场所作为想象的游戏景观:旅游设计师的关键作用
Journal of Hospitality & Tourism Research Pub Date : 2022-10-19 DOI: 10.1177/10963480221130997
Kyungjae Jang, Sangkyun Kim
{"title":"Staging mediatized tourism places as imagined playscapes: The crucial role of a tour designer","authors":"Kyungjae Jang, Sangkyun Kim","doi":"10.1177/10963480221130997","DOIUrl":"https://doi.org/10.1177/10963480221130997","url":null,"abstract":"This study examines how a mediatized space becomes a “staged” place to play with, and provides a symbolic platform for performance-based, tourism experiences from a tour program design perspective. It focuses on the Detective Conan Mystery Tour, a derivative tourism product of Detective Conan, a Japanese mystery fiction media franchise. Applying the concept of “playscapes” as the theoretical lens, the findings indicate that creating fiction-driven places forms “imagined playscapes” through the endless negotiation process that occurs between tourists as consumers and tour designers and/or operators as producers. In this regard, tour designers play a crucial role in creating the imagined playscapes of the mediatized spaces, inviting tourist performance as a metaphor for an utterly authentic experience.","PeriodicalId":369021,"journal":{"name":"Journal of Hospitality & Tourism Research","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2022-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121413084","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
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