Journal of Hospitality Marketing & Management最新文献_第10页

Within-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry 集团内部的多市场联系、服务多样性和消费者评价:来自酒店业的证据

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-10-18 DOI: 10.1080/19368623.2023.2134248

Xinming Deng, Wenyun Qiu, Lingyun Zhang, Jiurui He

{"title":"Within-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry","authors":"Xinming Deng, Wenyun Qiu, Lingyun Zhang, Jiurui He","doi":"10.1080/19368623.2023.2134248","DOIUrl":"https://doi.org/10.1080/19368623.2023.2134248","url":null,"abstract":"ABSTRACT Based on the secondhand data of the hotel industry, this paper conducts an empirical test in order to study the relationship between within-group multimarket contact (WGMMC), service diversity and consumer rating. Besides, this paper also analyzes the moderating role of market reciprocity and travel experience. The empirical results show that WGMMC has a significant negative impact on hotels’ service diversity, and market reciprocity will strengthen the negative correlation between WGMMC and service diversity. Furthermore, there is an inverted U-shaped relationship between service diversity and consumer rating, and travel experience will weaken this relationship. By extending the impact of multimarket contact on corporate competitive behavior to the consumer side, this article enriches the empirical research in the field of dynamic competition. At the same time, this research also helps hotels expand their strategic vision, improve their relationship with consumers, and ultimately promote the healthy and orderly development of industry competition. 基于连锁酒店行业的二手数据，本文对组群内多市场接触、服务多样性与消费者评价之间的关系进行了实证检验，并分析了市场互换性与顾客旅行经验在其中发挥的调节作用。实证结果显示，组群内多市场接触对酒店服务多样性具有显著的负向影响，且市场互换性会加强这一负相关关系。此外，服务多样性与消费者评价之间呈倒U型关系，而顾客旅行经验会削弱这一关系。通过将多市场接触对企业竞争行为的影响扩展至消费端，本文丰富了动态竞争领域的实证研究。同时，本文还有助于酒店企业扩展战略视野、改善企业与消费者之间的关系，并最终促进行业竞争的健康有序发展。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"122 - 149"},"PeriodicalIF":12.5,"publicationDate":"2022-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47386870","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}

引用次数: 1

Sexual orientation identity matters: Lesbian, Gay, and Bi-sexual customers’ perceptions of service encounters 性取向认同很重要：女同性恋、男同性恋和双性恋客户对服务遭遇的看法

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-09-21 DOI: 10.1080/19368623.2023.2125473

Heejung Ro

引用次数: 2

Do illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model 不正当的任务是否会损害酒店员工积极主动的客户服务绩效？一个有调节的双路径模型

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-09-19 DOI: 10.1080/19368623.2023.2125474

Lijing Zhao, Phillip M. Jolly, Shuming Zhao

{"title":"Do illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model","authors":"Lijing Zhao, Phillip M. Jolly, Shuming Zhao","doi":"10.1080/19368623.2023.2125474","DOIUrl":"https://doi.org/10.1080/19368623.2023.2125474","url":null,"abstract":"ABSTRACT As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the cognitive-affective processing system framework, we investigate the effects of illegitimate tasks on proactive customer service performance (PCSP) of hospitality employees. In addition, we examine the intervening roles of harmonious work passion and perceived insider status, and the buffering role of traditionality. The results of two studies, using mixed methods, show that illegitimate tasks negatively affected proactive customer service performance (PCSP), and that perceived insider status and harmonious work passion mediate this relationship. Moreover, traditionality moderated these effects. These findings offer several theoretical and practical implications.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"95 - 121"},"PeriodicalIF":12.5,"publicationDate":"2022-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43283035","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}

引用次数: 7

Responding to negative reviews? The interplay of management response strategy and service failure type 回应负面评论?管理响应策略与服务故障类型的相互作用

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-09-14 DOI: 10.1080/19368623.2022.2121349

Saba Salehi-Esfahani, Edwin N. Torres, Nan Hua

{"title":"Responding to negative reviews? The interplay of management response strategy and service failure type","authors":"Saba Salehi-Esfahani, Edwin N. Torres, Nan Hua","doi":"10.1080/19368623.2022.2121349","DOIUrl":"https://doi.org/10.1080/19368623.2022.2121349","url":null,"abstract":"ABSTRACT Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management response types along with two overarching types of service failure concerning three outcomes. Some of the significant results are that it is not important whether the restaurant offers compensation or apology; as long as management responds to negative reviews, company’s reputation management works and customers are willing to shop from the restaurant. However, interestingly, with respect to customers’ recovery satisfaction, the findings underscored that companies should either not respond at all or should compensate dissatisfied customers instead of only writing an apology. Concerning the simultaneous existence of the technical and functional dimensions of a service failure regarding customers’ recovery satisfaction and their willingness to purchase from the restaurant, the findings underlined the centrality of technical dimension that is in contradiction with prior research findings. A discussion on findings is presented along with recommendations for future research.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"29 - 49"},"PeriodicalIF":12.5,"publicationDate":"2022-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43526611","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}

引用次数: 4

The mediating role of organizational identification between corporate social responsibility dimensions and employee opportunistic behavior: Evidence from symmetric and asymmetric approach triangulation 组织认同在企业社会责任维度和员工机会主义行为之间的中介作用：来自对称和非对称方法三角测量的证据

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-09-13 DOI: 10.1080/19368623.2022.2123075

Wen-Kuo Chen, Aubrey Tang, Luu Trong Tuan

{"title":"The mediating role of organizational identification between corporate social responsibility dimensions and employee opportunistic behavior: Evidence from symmetric and asymmetric approach triangulation","authors":"Wen-Kuo Chen, Aubrey Tang, Luu Trong Tuan","doi":"10.1080/19368623.2022.2123075","DOIUrl":"https://doi.org/10.1080/19368623.2022.2123075","url":null,"abstract":"ABSTRACT Hospitality studies on corporate social responsibility (CSR) have largely examined its role in stimulating positive behaviors but overlooked its role in preventing negative behaviors among employees. Drawing from social identity theory, the present study addresses this gap by investigating four CSR dimensions’ impact on employee opportunistic behavior. The joint use of covariance-based structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) supported examining the research model. Using two-wave data from 281 U.S. hospitality employees, SEM findings reveal that legal and philanthropic dimensions of CSR serve as a valuable shield against opportunistic behavior. Moreover, organizational identification (OI) fully mediates the effects of economic, legal, and ethical CSR on opportunistic behavior, whereas philanthropic CSR exerts no effect through OI. This study advances CSR studies by examining the CSR–opportunistic behavior nexus using combined symmetric and asymmetric approaches. FsQCA findings make a methodological contribution to the net effects of CSR, by determining two configurations that explain opportunistic behavior.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"50 - 74"},"PeriodicalIF":12.5,"publicationDate":"2022-09-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47634248","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}

引用次数: 7

What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments 酒店经营者应该优先考虑哪些消费者投诉?不同细分市场下的在线评论分析

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-09-12 DOI: 10.1080/19368623.2022.2119187

Jie Wu, Narisa Zhao

{"title":"What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments","authors":"Jie Wu, Narisa Zhao","doi":"10.1080/19368623.2022.2119187","DOIUrl":"https://doi.org/10.1080/19368623.2022.2119187","url":null,"abstract":"ABSTRACT Due to rising competition and resource constraints, hoteliers need to understand which consumer complaints are more important and severe to prioritize, an issue receiving less attention in existing online review-based complaint studies. This study introduced sentiment analysis to assess the extent of complaints; the complaint topic importance was also considered; by modeling these two indicators, Complaint IPA was constructed to determine complaint severity, and thus assist with prioritization issues. The framework was applied to 99,560 online reviews to demonstrate its effectiveness. Further, we analyzed the complaint characteristics in different market segments, including hotel types and consumer types (business vs. leisure). Results show that business consumers have a higher complaint index; compared to midscale and luxury hotels, economy hotels’ consumers have more severe complaints about the Service and Room. This study extends consumer complaint research by proposing a method of complaint severity assessment and revealing complaint characteristics of different market segments.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"1 - 28"},"PeriodicalIF":12.5,"publicationDate":"2022-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48901109","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}

引用次数: 11

How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda 旅游和酒店业如何使用人工智能？实证研究综述与未来研究议程

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-09-12 DOI: 10.1080/19368623.2022.2118923

M. Saydam, H. Arici, M. Koseoglu

引用次数: 14

The mechanism of value cocreation in robotic services: customer inspiration from robotic service novelty 机器人服务的价值共创机制——来自机器人服务创新的客户启示

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-08-17 DOI: 10.1080/19368623.2022.2112354

Lishan Xie, Xin Liu, Dongmei Li

引用次数: 11

Does photo presentation matter for increasing booking intention? 照片展示对提高预订意向有重要意义吗？

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-08-03 DOI: 10.1080/19368623.2022.2107593

Juhwan Lim, Jichul Jang

引用次数: 2

Antecedents and consequences of perceived food authenticity: a cognitive appraisal perspective 感知食物真实性的前因和后果:一个认知评价的视角

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-07-27 DOI: 10.1080/19368623.2022.2100857

G. Prayag, Truc H. Le, Shahab Pourfakhimi, Z. Nadim

{"title":"Antecedents and consequences of perceived food authenticity: a cognitive appraisal perspective","authors":"G. Prayag, Truc H. Le, Shahab Pourfakhimi, Z. Nadim","doi":"10.1080/19368623.2022.2100857","DOIUrl":"https://doi.org/10.1080/19368623.2022.2100857","url":null,"abstract":"ABSTRACT Based on cognitive appraisal theory, a theoretical model of the antecedents and consequences of perceived food authenticity is proposed. Specifically, relationships between food-related neophobia and neophilia, emotions, perceived food authenticity, and existential authenticity are evaluated in determining authenticity perceptions. We theorize perceived food authenticity as a four-dimensional construct (local food, traditional food, unfamiliar food, and rare food). Using data collected from international tourists in Iran (N = 339), the findings revealed that positive emotions have the greatest influence on evaluations of perceived food authenticity and existential authenticity. Neophilia rather than neophobia was found to drive perceived food authenticity. The findings contribute to the limited adoption of cognitive appraisal theory in understanding food tourists’ experiences and providing evidence of the role of authenticity evaluation as an outcome of tourists’ affective responses. Managerial insights into differentiated marketing communications for neophiliac and neophobic market segments are provided for food tourism operators and hospitality marketing strategists. 基于认知评价理论，提出了感知食品真实性的前因和后果的理论模型. 具体来说，在确定真实性感知时，评估了与食物相关的新恐惧症和新恐惧症、情绪、感知的食物真实性和存在真实性之间的关系. 我们将感知的食物真实性理论化为一个四维结构 (本地食物、传统食物、陌生食物和稀有食物). 使用从在伊朗的国际游客（N=339）收集的数据，研究结果表明，积极情绪对感知食品真实性和存在真实性的评估影响最大. 研究发现，对食品真实性的感知是由嗜新癖而非恐新癖引起的. 这些发现有助于认知评价理论在理解美食游客体验方面的有限应用，并为真实性评价作为游客情感反应结果的作用提供证据为食品旅游运营商和酒店营销策略师提供了对新癖和新癖细分市场差异化营销传播的管理见解.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"31 1","pages":"937 - 961"},"PeriodicalIF":12.5,"publicationDate":"2022-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46930285","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}

引用次数: 11