Cornell Hospitality Quarterly最新文献

{"title":"Enhancing Performance and Perceived Justice in Hospitality Organizations: An Integrated Model of Gender Diversity Within Top Management Teams","authors":"Minwoo Lee, Michelle Russen, M. Dawson, Juan M. Madera","doi":"10.1177/19389655231164063","DOIUrl":"https://doi.org/10.1177/19389655231164063","url":null,"abstract":"Prior research has produced conflicting findings regarding the positive outcomes of having gender diversity within top management teams. These studies have not considered the industry-specific context, the incorporation of binary, agender, and transexual traits, and potential non-financial outcomes, which play a role in organizational performance. Therefore, this paper aims to further this research by offering a research framework that is hospitality specific, highlights the benefits of gender diversity, and delineates the impact of gender diversity on firm performance and organizational justice based upon previous research and theories. The authors introduce potential processes and facilitators influencing the relationship between gender diversity, organizational performance, and organizational justice. These mechanisms have the potential to shape strategic changes, influence employee behaviors, increase service levels, and ultimately provide a competitive advantage.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"503 - 524"},"PeriodicalIF":3.5,"publicationDate":"2023-03-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48491637","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}

{"title":"A Two-Path Moderated Mediation Model of Customer-Driven Service Innovation","authors":"F. Xu, E. Ma, Yun Zhang","doi":"10.1177/19389655231161182","DOIUrl":"https://doi.org/10.1177/19389655231161182","url":null,"abstract":"This study proposes a moderated mediation model of customer-driven hotel employee service innovations. Building on social exchange and social identity theories, we suggest that positive customer–employee exchanges influence employees’ service innovations via direct and indirect paths. While the reciprocal nature of social exchanges was used to explain the direct path from customer–employee exchange to employees’ service innovation, social identity theory was used to explain the indirect path whereby customers’ inputs shape employees’ creative role identities, thus fostering innovation behaviors. The study further tests how organization openness serves as a boundary condition, and the results support the moderating role of organization openness, suggesting that while positive customer–employee exchanges help shape employees’ self-identification (as being creative) and trigger employees’ service innovation, an open organization encourages employees to actively engage in service innovations.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"525 - 534"},"PeriodicalIF":3.5,"publicationDate":"2023-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47041381","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}

{"title":"Revenue Analytics: The Problem With Fixed-Tier Pricing","authors":"Jing Ma, Z. Schwartz","doi":"10.1177/19389655231152456","DOIUrl":"https://doi.org/10.1177/19389655231152456","url":null,"abstract":"With the widely used fixed-tier computerized pricing system (e.g., based on the best available rate or BAR), fenced discount rates are set and updated as a fixed percentage of the base rate such as the BAR. This intuitive computer-automated solution to a complex pricing issue is, however, theoretically suboptimal. The study demonstrates why the practice of using fixed-tier pricing is suboptimal, showing that this fixed-tier approach is inferior even when the initial set of fenced rates is optimal and even in the unlikely scenario of the various market segments’ demand curves shifting proportionally. As such, practitioners should avoid using a convenient fixed-tier pricing model (BAR-based or not) where only one pricing optimization is run and the rest of the fenced prices are calculated based on this optimized price using fixed percentages. Instead, a fenced-rate pricing system where individual segments are treated independently, and optimizations are run for each segment should be adopted.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"289 - 297"},"PeriodicalIF":3.5,"publicationDate":"2023-02-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47165675","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}

{"title":"Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data","authors":"Beril Yalçinkaya, D. Just","doi":"10.1177/19389655221102388","DOIUrl":"https://doi.org/10.1177/19389655221102388","url":null,"abstract":"Online reviews influence customer decisions and present publicly available data to investigate differences between customer evaluations for local and chain businesses. We conduct a text analysis on a sample of 80,728 online customer reviews of quick-service restaurants to examine how the impact of dining experience attributes on customer evaluation differs between the two restaurant types. Estimation of multilevel multinomial models reveals that customer reviews for local restaurants have less polarized sentiment than chain restaurants. This polarization is also evident for sentiment usage related to four dining experience attributes: food, service, ambience, and price. Although food offerings are essential to get high ratings for local restaurants, service quality has a relatively greater impact on customer satisfaction for chains. Although customer reviews favor local restaurants, they need powerful testimonials for differentiation due to high review valence among their local competitors.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"63 - 73"},"PeriodicalIF":3.5,"publicationDate":"2023-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46282500","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}

{"title":"All Over the Map","authors":"J. Tracey","doi":"10.1177/19389655221144539","DOIUrl":"https://doi.org/10.1177/19389655221144539","url":null,"abstract":"I admit to thinking that I have a lot more control over the content that is published in the Cornell Hospitality Quarterly (CHQ) than I actually possess. Indeed, journal editors can have a substantial influence in shaping the knowledge base of a specific topic or field of study. However, authors define and determine the content that is ultimately published. Historically, our journal has attracted the attention of scholars whose work is guided by the industry’s current competitive priorities and grounded firmly within an appropriate explanatory framework. As expected, a great deal of the CHQ’s content has a strong customer orientation and emphasis. However, and reflective of the broad array of competitive priorities, many other stakeholder and industry influences are featured. The current issue exemplifies the wide variance in strategic and operational challenges that keep our industry colleagues up at night. From the influences associated with short-term rental platforms and the legal and ethical implications of using online hospitality data, to consumer attitudes about biometric data and factors that can influence workplace conditions, the featured articles demonstrate the breadth of issues that are acutely relevant for hospitality industry professionals. And while the topics may appear to be all over the map, my sincerest thanks to our authors for pursuing research that aligns with the industry’s wide-ranging needs and reinforces the CHQ’s editorial mission. Enjoy!","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"4 - 4"},"PeriodicalIF":3.5,"publicationDate":"2023-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42590042","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}

{"title":"“Best Employers”: The Impacts of Employee Reviews and Employer Awards on Job Seekers’ Application Intentions","authors":"Yunxuan (Carrie) Zhang, Cass Shum, Amanda Belarmino","doi":"10.1177/19389655221130741","DOIUrl":"https://doi.org/10.1177/19389655221130741","url":null,"abstract":"While hospitality researchers have examined the impacts of user-generated content on customers, research regarding the impacts of employee reviews on job seekers’ application intentions is scarce. Yet, labor shortages in the hospitality industry have been amplified in recent years. The tight job market requires organizations to use aggressive and proactive recruitment strategies. As online employee reviews can attract both active and passive job seekers, organizations are increasingly advertising their jobs on these sites. This study draws on the elaboration likelihood model (ELM) and tests the boundary condition of work experience on the effects of overall star-ratings and employer awards on job seekers’ application intention. Through an experimental survey, this study sought to fill the gap regarding the impacts of employee-generated star-ratings and employer awards on job seekers’ application intentions. Both star-ratings and employer awards are positively related to organizational prestige. Hospitality work experience moderates the relationship between star-ratings and organizational prestige. The relationship is stronger for novice job seekers than for experienced job seekers. Organizational prestige, in turn, increases job seekers’ application intentions. Our findings extend the recruitment literature and highlight the potential usage of ELM as an explorative framework in hospitality recruitment research. The study also provides suggestions for hospitality employers to attract job seekers.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"298 - 306"},"PeriodicalIF":3.5,"publicationDate":"2022-11-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41587493","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}

{"title":"Providing Positive Individuating Information to Reduce Stereotype-Based Negativity in Service Encounters","authors":"Nicholas A. Smith, Larry R. Martinez, S. Xu, Christopher J. Waterbury","doi":"10.1177/19389655221127263","DOIUrl":"https://doi.org/10.1177/19389655221127263","url":null,"abstract":"With the increasingly diverse workforce in the hospitality and tourism industry, it is imperative to identify strategies to reduce biases in the workplace. Across two studies, we examined the utility of providing individual-level positive individuating information as a strategy to combat customers’ stereotypes in service encounters. In Study 1, we explored the effectiveness of providing either positive stereotypical or counter-stereotypical individuating information to remediate negative perceptions toward older workers in an experimental vignette study using a hypothetical customer service encounter. In Study 2, we demonstrated the robustness of this technique with a group that has opposing stereotypes compared with older workers (Asian adults). Across these two studies, we found that providing positive counter-stereotypical individuating information most strongly affected customers’ satisfaction ratings of employees by boosting positive counter-stereotypical perceptions of both older and Asian targets. We discuss the implications of our study along with possible future research related to individual-level strategies to reduce workplace discrimination.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"307 - 321"},"PeriodicalIF":3.5,"publicationDate":"2022-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47914554","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}

{"title":"Building Community","authors":"J. Tracey","doi":"10.1177/19389655221123211","DOIUrl":"https://doi.org/10.1177/19389655221123211","url":null,"abstract":"I recently acquired some new administrative responsibilities, and part of my charge is to build community among my area colleagues. My predecessor forged a strong foundation and developed a culture of collegiality and respect that will make this part of my job relatively easy. However, the context is not without challenges. Like our readers, my colleagues face numerous demands at and outside work, and it does not appear to be getting any easier. As such, it will be difficult to exceed that which has already been accomplished. Fortunately, the papers included in the current issue offer several prescriptive insights that have direct implications for my own community building purposes, and more importantly, future hospitality research and practice. The lead article by Brewster, Gourlay, and Nowak refutes prior evidence of racial differences in customer tipping behavior and offers a strong reminder about the importance of taking purposeful steps to promote equity, inclusion, and belonging in the workplace. The papers by Hendler, LaTour, and Cotte and Chen, Liu, and Mattila offer granular insights about the impact of temporal orientation and the use of innovative communication strategies, respectively, for enhancing customer experience and generating loyalty. The papers by Du, Ma, Lin and Wang, Xu, Martinez, and Van Hoof, and Vashdi, Katz-Navon, and Delegach are directly aligned with the community building motif and show how authentic leadership, stressful events, and a firm’s “service priority climate,” respectively, influence employee responses to work. Finally, the papers by Agarwal, Koch, and McNabb, Kwok, Lee, and Han, O’Neill and Yeon, and Schwartz, Webb, and Ma present several unique data-driven approaches for improving both diagnostic and evaluative decision making. There is a lot to take away from these studies, and I hope you are able to find similar applicability to your own community building and scholarly endeavors. Enjoy! J. Bruce Tracey 1123211 CQXXXX10.1177/19389655221123211Cornell Hospitality Quarterly research-article2022","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"432 - 432"},"PeriodicalIF":3.5,"publicationDate":"2022-09-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42298661","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}

{"title":"Young People Share, But Do So Differently: An Empirical Comparison of Peer-to-Peer Accommodation Consumption Between Millennials and Generation Z","authors":"Alei Fan, Hhye Won Shin, J. Shi, L. Wu","doi":"10.1177/19389655221119463","DOIUrl":"https://doi.org/10.1177/19389655221119463","url":null,"abstract":"Built on the consumer socialization theory and generational cohort theory, this research examines the consumption phenomena of the sharing economy among young travelers. Specifically, the current study investigates Millennial and Generation Z travelers’ consumption intention for peer-to-peer accommodations—one of the most popular sharing economy business models. This study explores how consumption values impact young travelers’ choice of peer-to-peer accommodation and whether any similarities or differences exist across the two generational cohorts. The research findings suggest that, while utilitarian and hedonic values influence both young generations’ intention to use peer-to-peer accommodation, sustainability and social interaction values, as well as perceived social media exposure, play more important roles for Generation Z (vs. Millennials). Furthermore, young people’s needs for self-enhancement extends significant impacts on their value evaluations of the peer-to-peer accommodations, particularly for Millennials. These generational differences help industry practitioners better serve and market to the two market segments.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"64 1","pages":"322 - 337"},"PeriodicalIF":3.5,"publicationDate":"2022-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45213130","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}

{"title":"From the Editor—August 2022","authors":"J. Tracey","doi":"10.1177/19389655221105558","DOIUrl":"https://doi.org/10.1177/19389655221105558","url":null,"abstract":"The bar is rising. I have been extremely encouraged by the submissions we have received over the past several months. As I continue fighting through a substantial backlog—and I truly appreciate everyone’s patience with my efforts—I have seen authors place much more considered attention to three essential requirements for all papers that are published in the CHQ. The first requirement is demonstrating the practical importance, not mere relevance, of the topic for the hospitality industry. In the current issue, the lead article by Dogru, Mody, Line, Hanks, Suess, and Bonn takes a granular look the adverse influences of Airbnb on hotel performance. This is a hot topic among industry leaders, and the findings have direct implications for hotel pricing and revenue management strategies. Similarly, the corporate social responsibility paper by Num, Koh, and Jang, the gender wage gap study by Casado-Díaz, Driha, and Simón, and the article on best practices for creating bespoke customer experiences by LaTour and Brant provide clear evidence of the strategic and operational priority of the topics under investigation. The second requirement that is gaining more salience is ensuring a clear and contextualized conceptual basis for the focal study. Authors are moving away from the descriptive literature reviews and testing the applicability of models that have been established in non-hospitality settings. Instead, they are offering more explicit explanations that are informed by industry priorities, and as such, extend the more broadly based frameworks to account for the unique features associated with hospitality settings. The paper on customer-driven employee citizenship behavior by Ma, Wang, and Qu, and the article by Guzzo, Wang, and Abbott that examines the links between corporate social responsibility and employee work-related outcomes are exemplary examples of how the hospitality industry can inform and advance theoretical development. The last feature of many recently submitted papers is an increasing level of methodological rigor. More authors are utilizing multi-sample and longitudinal approaches, as well as experimental designs, that offer robust results that can be interpreted with confidence. The article on decision making behavior by Lucas, Cho, and Singh, and the study on assetlight real estate strategies by Bianchi and Marklin are particularly noteworthy in this regard and offer excellent references for the level specificity and thoroughness that is needed to produce useful, impactful research. Indeed, the bar is rising across the board, and we can look forward to a proliferation of high-quality work that accelerates our understanding of the increasingly complex challenges faced by the hospitality industry. John Bruce Tracey Cornell University 1105558 CQXXXX10.1177/19389655221105558Cornell Hospitality Quarterly editorial2022","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"63 1","pages":"296 - 296"},"PeriodicalIF":3.5,"publicationDate":"2022-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45123944","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}