Cornell Hospitality Quarterly最新文献_第10页

Service Priority Climate and Service Performance Among Hospitality Employees: The Role of Emotional Labor and Workload Pressure 酒店员工服务优先氛围与服务绩效：情绪劳动和工作量压力的作用

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-07-04 DOI: 10.1177/19389655211029912

D. Vashdi, Tal Katz-Navon, Marianna Delegach

{"title":"Service Priority Climate and Service Performance Among Hospitality Employees: The Role of Emotional Labor and Workload Pressure","authors":"D. Vashdi, Tal Katz-Navon, Marianna Delegach","doi":"10.1177/19389655211029912","DOIUrl":"https://doi.org/10.1177/19389655211029912","url":null,"abstract":"Frontline hotel employees face a complex organizational environment that constantly makes multiple demands, creating a persistent trade-off between service as a key element of the organization’s strategy and other competing or even conflicting goals. This study proposes an integrated and unique way of discerning the relationship between service climate and service performance through the prism of surface and deep acting emotional labor and suggests a new dimension of the service climate—the service priority climate. Specifically, we examined employees’ use of emotional labor strategies as a mechanism that explains the relationship between service priority climate and service performance. We also investigated whether workload pressure influences this relationship. Using a multilevel, multisource study, we surveyed a sample of 245 hotel employees working in 39 departments and their direct managers. The results demonstrated that when employees regarded service as a priority compared with other competing goals, they used more deep acting emotional labor strategies, resulting in better service performance. However, this was apparent only when workload pressure was low. Implications for hospitality organizations are discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"504 - 518"},"PeriodicalIF":3.5,"publicationDate":"2021-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211029912","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44910245","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 9

Improving Data Quality Using Amazon Mechanical Turk Through Platform Setup 通过平台设置使用Amazon Mechanical Turk提高数据质量

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-07-01 DOI: 10.1177/19389655211025475

Lu Lu, Nathan Neale, Nathaniel D. Line, Mark Bonn

引用次数: 33

Ethnic Restaurants: Bringing Uniqueness to the Table Through Handwriting 民族餐厅：通过手写为餐桌带来独特性

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-07-01 DOI: 10.1177/19389655211025472

F. Chen, Stephanie Q. Liu, A. Mattila

引用次数: 4

Crisis Communication on Social Media: What Types of COVID-19 Messages Get the Attention? 社交媒体上的危机传播：什么类型的新冠肺炎信息引起关注？

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-06-30 DOI: 10.1177/19389655211028143

Linchi Kwok, Jungwoo Lee, Spring H. Han

{"title":"Crisis Communication on Social Media: What Types of COVID-19 Messages Get the Attention?","authors":"Linchi Kwok, Jungwoo Lee, Spring H. Han","doi":"10.1177/19389655211028143","DOIUrl":"https://doi.org/10.1177/19389655211028143","url":null,"abstract":"This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that hotels shared five types of COVID-19 (Prevention, Reminding, Ingratiation, Victimage, and Updates) versus Non-COVID-19 messages. Descriptive analysis and a series of t test, analysis of variance, and post hoc analyses reveal that hotels did not share any COVID-19 information until March 2020. Moreover, COVID-19 messages only accounted for about 20% of all messages, among which hotels shared Ingratiation and Updates messages most often. COVID-19 messages received more reactions, comments, and shares/retweets than Non-COVID-19 messages on both Facebook and Twitter, indicating the attention paid to the COVID-19 messages posted on a business’ social media page, which can help businesses spread the information in their networks. Specifically, Prevention, Reminding (although underused), Ingratiation, Updates, and messages with photos and videos received more attention. Such findings extend the crisis communication literature and help businesses develop effective communication strategies to engage their stakeholders on social media during the pandemic.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"528 - 543"},"PeriodicalIF":3.5,"publicationDate":"2021-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211028143","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47805443","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 32

What to Sell and How to Sell Matters: Focusing on Luxury Hotel Properties’ Business Performance and Efficiency 卖什么和怎么卖很重要：关注豪华酒店物业的经营业绩和效率

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-06-17 DOI: 10.1177/19389655211020254

Jaewook Kim, Sung in Kim, Minwoo Lee

{"title":"What to Sell and How to Sell Matters: Focusing on Luxury Hotel Properties’ Business Performance and Efficiency","authors":"Jaewook Kim, Sung in Kim, Minwoo Lee","doi":"10.1177/19389655211020254","DOIUrl":"https://doi.org/10.1177/19389655211020254","url":null,"abstract":"Due to service product characteristics and a mix of complex sales, it is crucial for hotel firms to efficiently design limited physical spaces that serve multiple purposes to optimize revenue and maximize profit. Since luxury hotel properties have different operation strategies than limited-service hotels, their operational efficiency should be a reference during strategic decision-making processes. Primary research purpose is to identify the most efficient operation model for luxury hotel properties. The study computed operation efficiency scores using the data envelopment analysis approach to rank the property efficiency of 37 fully equipped luxury hotels in the United States. Each property can utilize slack analysis to discover a strategic benchmarking company (best efficient frontier) and intuitive strategic recommendations and gain superior input and output productivity. Tobit model analysis provides supplemental understandings regarding the additional operational factors impacting luxury hotel properties’ efficiency score variations. Operating efficiency was found to be achieved by multiple operating inputs and influenced by relative price, fixed costs, and management systems. Theoretical comprehensiveness of luxury service mix has been empirically tested by highlighting efficiency as a key measure. In addition, RevPAR’s ratio on TRevPAR further highlights the importance for luxury hotels to increase non-room sales and revenues to accomplish efficiency.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":" ","pages":""},"PeriodicalIF":3.5,"publicationDate":"2021-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211020254","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45721136","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

Luxury Branding in the Hospitality Industry: The Impact of Employee’s Luxury Appearance and Elitism Attitude 酒店行业的奢侈品牌:员工奢华外表与精英主义态度的影响

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-06-15 DOI: 10.1177/19389655211022660

Kawon Kim, Melissa A. Baker

{"title":"Luxury Branding in the Hospitality Industry: The Impact of Employee’s Luxury Appearance and Elitism Attitude","authors":"Kawon Kim, Melissa A. Baker","doi":"10.1177/19389655211022660","DOIUrl":"https://doi.org/10.1177/19389655211022660","url":null,"abstract":"Some of the luxury consumption literature suggests that luxury consumption is a beneficial social signal for the actor which facilitates social interaction. However, a different stream of recent research suggests that luxury consumption bears social costs to the actor. In the employee–customer interaction context, wearing luxury brands can either benefit or backfire for the employee depending on the situation whether luxury status or warmth is necessary. Based on the gaps in the literature, this study examines the impact of employee conspicuous cues by utilizing luxury consumption and elitism attitude on employee–customer rapport and behavioral intentions. The study results show that employees wearing luxury brands increase customers’ perceived impression management toward the employee. Such perception is strengthened when employees show an elitism attitude. In addition, when employees wear luxury brands, customers are more likely to build rapport with employees when they show a democratic attitude, as they perceive the employees are less likely to involve in impression management than showing an elitism attitude. The results build upon the luxury hospitality literature, aesthetic labor, impression management, and rapport literature.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"1 1","pages":"193896552110226"},"PeriodicalIF":3.5,"publicationDate":"2021-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211022660","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45010162","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

Looks Clear and Sounds Familiar: How Consumers Form Inferential Beliefs About Luxury Hotel Service Quality 看起来清晰，听起来熟悉：消费者如何形成关于豪华酒店服务质量的推断信念

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-05-29 DOI: 10.1177/19389655211016831

Sann Ryu, Yun-na Park, Jungkun Park

引用次数: 5

The Loyalty Program for Our Self-Esteem: The Role of Collective Self-Esteem in Luxury Hotel Membership Programs 自尊的忠诚计划:集体自尊在豪华酒店会员计划中的作用

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-05-29 DOI: 10.1177/19389655211017449

Minjung Shin, K. Back, Choong‐Ki Lee, Young-Sub Lee

引用次数: 4

Hotel Room Rate Discounting During Recessionary Times: Effects by Hotel Class 经济衰退时期的酒店房价折扣：酒店类别的影响

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-05-28 DOI: 10.1177/19389655211016829

J. O’Neill, J. Yeon

{"title":"Hotel Room Rate Discounting During Recessionary Times: Effects by Hotel Class","authors":"J. O’Neill, J. Yeon","doi":"10.1177/19389655211016829","DOIUrl":"https://doi.org/10.1177/19389655211016829","url":null,"abstract":"Previous research regarding the costs and benefits of hotel room rate discounting during recessionary times has produced mixed results and recommendations. However, it has become clear that virtually all hotels offer discounted room rates during economic recessions, regardless of the conclusions of research studies, and that includes the recession that began in 2020. Media reports have indicated that certain rogue hotels are quick to offer discounted room rates during the early months of recessions, and therefore, operators of other hotels in their competitive set feel compelled to follow the lead, perhaps regretfully. This study found that while virtually all hotels offered discounted room rates during the recession of 2008 and 2009, there was variability in discounting during the early months of the recession. As a result, we sought to explore recessionary variability of room rate discounting, and to provide an empirical, nuanced perspective regarding the effectiveness of such discounting. Notably, we found the effectiveness of recessionary discounting varied depending on the class of hotel, with higher class establishments experiencing different outcomes from discounting than hotels categorized as relatively lower class properties.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"544 - 558"},"PeriodicalIF":3.5,"publicationDate":"2021-05-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211016829","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45854765","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Field Experiments for Testing Revenue Strategies in the Hospitality Industry 酒店行业收益策略测试的实地实验

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2021-05-21 DOI: 10.1177/19389655211014470

David Lopez Mateos, Maxime C. Cohen, Nancy Pyron

引用次数: 0