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ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions ChatGPT与酒店和旅游业:当前趋势和未来研究方向概述
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-05-12 DOI: 10.1080/19368623.2023.2211993
D. Gursoy, Yu Li, Hakjun Song
{"title":"ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions","authors":"D. Gursoy, Yu Li, Hakjun Song","doi":"10.1080/19368623.2023.2211993","DOIUrl":"https://doi.org/10.1080/19368623.2023.2211993","url":null,"abstract":"ABSTRACT Since its launch, ChatGPT, an artificial intelligence chatbot developed by Open AI based on the premises of generative pre-trained transformer autoregressive language models, has gained widespread popularity and is making significant impact on society with its unique features, such as natural language processing and contextual awareness. ChatGPT is viewed as a major disruptive innovation that is likely to revolutionize the operations in many industries including the hospitality and tourism industry. The adoption of ChatGPT will result in substantial changes throughout the hospitality and tourism industry by disrupting how customer search for information, make decisions, and how businesses produce, create, and deliver customized services and experiences. This conceptual paper provides a comprehensive discussion on generative pre-trained transformers’ (GPTs) benefits, and potential challenges and threats they pose to the hospitality and tourism industry. The feasibility of integrating GPT into different travel stages and decision-making processes is also discussed. The article concludes by proposing a potential future research agenda on using GPT in creating and delivering hospitality and tourism experiences, which can guide further advancements in the field.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"579 - 592"},"PeriodicalIF":12.5,"publicationDate":"2023-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48829761","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: 28
Linking extroversion diversity to group service innovation among Chinese and Australian hospitality employees: The roles of adhocracy culture and creative role identity 将外向多样性与中澳酒店员工群体服务创新联系起来：adocracy文化和创造性角色认同的作用
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-04-26 DOI: 10.1080/19368623.2023.2205396
Ming-Nuan Yang, T. Luu, David Qian
{"title":"Linking extroversion diversity to group service innovation among Chinese and Australian hospitality employees: The roles of adhocracy culture and creative role identity","authors":"Ming-Nuan Yang, T. Luu, David Qian","doi":"10.1080/19368623.2023.2205396","DOIUrl":"https://doi.org/10.1080/19368623.2023.2205396","url":null,"abstract":"ABSTRACT Understanding how extroversion diversity influences group service innovation helps hospitality firms achieve service excellence. We developed a multilevel model of the link between extroversion diversity and group service innovation and the mediation and moderation mechanisms underlying the direct relationship. We collected data from China and Australia. We utilized multilevel structural equation modeling for model validation. Results from both samples demonstrated that extroversion diversity was positively related to group service innovation. Creative role identity was a mediator between extroversion diversity and group service innovation. Chinese result showed that adhocracy culture positively moderated the link between creative role identity and group service innovation. However, adhocracy culture was not a moderator on such a link among Australian employees. Therefore, we advanced the stream of diversity innovation in the hospitality discipline and offer managers suggestion to improve service innovation among work groups by building group diversity via recruitment and trainings. 了解外向型多样性如何影响集团服务创新, 有助于酒店公司实现卓越服务. 我们开发了外向多样性和群体服务创新之间联系的多层次模型, 以及直接关系背后的中介和调节机制. 我们收集了来自中国和澳大利亚的数据. 我们利用多级结构方程建模进行模型验证. 两个样本的结果都表明, 外向多样性与群体服务创新呈正相关. 创造性角色认同是外向多样性和群体服务创新之间的中介. 中国的研究结果表明, 专治文化对创造性角色认同和群体服务创新之间的联系起到了正向调节作用. 然而, 对于澳大利亚员工之间的这种联系, 专治文化并不是一个调节因素. 因此, 我们在酒店学科中提出了多元化创新流, 并为管理者提供建议, 通过招聘和培训建立团队多样性, 以提高工作团队之间的服务创新.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"767 - 791"},"PeriodicalIF":12.5,"publicationDate":"2023-04-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46470721","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: 0
Acceptance of service robots: a meta-analysis in the hospitality and tourism industry 服务机器人的接受度:酒店和旅游业的元分析
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-04-18 DOI: 10.1080/19368623.2023.2202168
W. Ladeira, M. G. Perin, F. Santini
{"title":"Acceptance of service robots: a meta-analysis in the hospitality and tourism industry","authors":"W. Ladeira, M. G. Perin, F. Santini","doi":"10.1080/19368623.2023.2202168","DOIUrl":"https://doi.org/10.1080/19368623.2023.2202168","url":null,"abstract":"ABSTRACT Robot services have become an essential competitive differentiator in the hospitality and tourism industry. Seminal studies indicate the need for more profound knowledge about the factors that can increase the acceptance of service robots. This paper investigates the relationship between informational cues and acceptance of service robots through a meta-analysis. Our study also analyzes the acceptance of service robots through contextual characteristics moderators. The results showed that perceived robot trust influences the relationship between informational cues (anthropomorphism and social influence) and acceptance of service robots. By analyzing previous studies, our framework demonstrates that acceptance of service robots has increased more after the COVID pandemic than before the COVID pandemic. Furthermore, the relationship between attitude toward robots and robot usage intention tends to be greater in humanoid service robots (than social robots) and analytical intelligence (than mechanical intelligence).","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"694 - 716"},"PeriodicalIF":12.5,"publicationDate":"2023-04-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59934080","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
Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models 海滩度假胜地物理证据与客人留存率之间的关系:多重顺序中介模型
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-04-18 DOI: 10.1080/19368623.2023.2203182
Kareem M. Selem, M. Sigala, Muhammad Haroon Shoukat, A. Shehata, Ibrahim M. Mkheimer
{"title":"Unperplexing the nexus between physical evidence and guest retention at beach resorts: multiple sequential mediation models","authors":"Kareem M. Selem, M. Sigala, Muhammad Haroon Shoukat, A. Shehata, Ibrahim M. Mkheimer","doi":"10.1080/19368623.2023.2203182","DOIUrl":"https://doi.org/10.1080/19368623.2023.2203182","url":null,"abstract":"ABSTRACT Although research evidence shows the link between physical evidence and guest retention, we have limited knowledge about why and how this relationship works and is activated. To untangle this association, this paper examines how physical evidence influences three psychological factors (i.e. guest delight, emotional well-being, and overall image), as well as mediating the relationship between indoor and outdoor physical evidence and guest retention. The cognitive appraisal theory and the stimulus-organism-response model were employed in the study model. Data were gathered from 428 guests staying at seven five-star beach resorts in Sharm El-Sheikh. The Smart-PLS findings show that overall resort image, guest delight, and emotional well-being partially and serially mediate between physical evidence and guest retention. The findings offer theoretical and practical contributions to managing the guest experience journey in beach resorts. Graphical abstract","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"717 - 744"},"PeriodicalIF":12.5,"publicationDate":"2023-04-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43935611","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: 5
Exploring mental health from the perspective of DNA methylation: evidence from the hospitality employees 从DNA甲基化的角度探讨心理健康：来自酒店员工的证据
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-04-08 DOI: 10.1080/19368623.2023.2199315
Wei Xiong, Meijiao Huang, B. Okumus, Fang Fan
{"title":"Exploring mental health from the perspective of DNA methylation: evidence from the hospitality employees","authors":"Wei Xiong, Meijiao Huang, B. Okumus, Fang Fan","doi":"10.1080/19368623.2023.2199315","DOIUrl":"https://doi.org/10.1080/19368623.2023.2199315","url":null,"abstract":"ABSTRACT Awareness of work-related stress or mental health has been increasing in global tourism, but there has often been a dilemma to deal with it properly. In this paper, we adopted the allostatic load model and differential susceptibility model to conduct an interdisciplinary study. Study 1 collected longitudinal data and adopted a latent class growth analysis to identify two major growth trajectories of mental health: escalating class and normative class. Study 2 showed that significant DNA methylation (>10%) occurred at some loci of the target genes (NR3C1, FKBP5, NGFR, DRD3, and SLC6A4). The DNA methylation level of the escalating class was higher than the normative class in FKBP5, SLC6A4, and NGFR, which could be recognized as susceptibility genes of hotel employees in the stressful working environment. This study illustrated the potential of psychobiology in solving the mental health issues of hotel employees theoretically and practically.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"792 - 817"},"PeriodicalIF":12.5,"publicationDate":"2023-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45567145","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: 0
Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices 情境因素(控制性、便利性、时间压力和订单复杂性)对顾客自助服务技术选择的影响
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-03-30 DOI: 10.1080/19368623.2023.2195398
Minjung Kim, Ye-Eun Kim, Gyumin Lee
{"title":"Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices","authors":"Minjung Kim, Ye-Eun Kim, Gyumin Lee","doi":"10.1080/19368623.2023.2195398","DOIUrl":"https://doi.org/10.1080/19368623.2023.2195398","url":null,"abstract":"ABSTRACT Despite the increase in the utilization of self-service technology (SST), which has become a significant trend in the service sectors, including food service, the factors affecting consumers’ acceptance of and resistance to SST must still be identified. Thus, this study investigated the reactions of SST users to situational factors, namely control, convenience, time pressure, and order complexity, when ordering, evaluating, and opting for or against the service. The results revealed that the four SST situational factors significantly affected the perceived benefits, while only three (control, convenience, and time pressure) affected the perceived costs. The perceived benefits and costs positively influenced the perceived efficiency, which significantly affected the users’ approach and avoidance behaviors afterward. This study contributes strategic managerial guidelines to service providers who aim to gain competitive advantages in the food service industry via SST.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"649 - 669"},"PeriodicalIF":12.5,"publicationDate":"2023-03-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42641796","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: 0
Influence of customer personality on perceived attractiveness and similarity in a food service context 顾客个性对食品服务环境中感知吸引力和相似性的影响
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-03-29 DOI: 10.1080/19368623.2023.2196661
Eun-Jeong Hong, Jiseon Ahn
{"title":"Influence of customer personality on perceived attractiveness and similarity in a food service context","authors":"Eun-Jeong Hong, Jiseon Ahn","doi":"10.1080/19368623.2023.2196661","DOIUrl":"https://doi.org/10.1080/19368623.2023.2196661","url":null,"abstract":"ABSTRACT Utilizing a customer style inventory, in this research we find that customer personality is associated with customer behavior in a food service context. We collected responses from 125 independent and 99 franchise coffee houses recruited using an online survey platform. Based on partial least-structured structural equation models, our findings demonstrate that brand and recreation consciousness influence both brand attractiveness and similarity. Impacts of quality consciousness on attractiveness and novelty consciousness on similarity are also found. Brand attractiveness leads to customer positive purchase intention toward the coffee houses. However, customer price consciousness and impulsiveness do not significantly influence positive behavior. Finally, we compare the impact of customer consumption styles on customer behavior between independent and franchise coffee houses. We observe higher impacts of quality consciousness among independent coffee house customers, whereas recreation consciousness is more influential among customers of franchise coffee houses.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"745 - 766"},"PeriodicalIF":12.5,"publicationDate":"2023-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47308095","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: 2
Diversity, equity and inclusion in hospitality: Value centered leadership as a conduit for change 酒店业的多样性、公平性和包容性:以价值为中心的领导力作为变革的渠道
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-03-29 DOI: 10.1080/19368623.2023.2196282
D. Gursoy, Thomas A. Maier
{"title":"Diversity, equity and inclusion in hospitality: Value centered leadership as a conduit for change","authors":"D. Gursoy, Thomas A. Maier","doi":"10.1080/19368623.2023.2196282","DOIUrl":"https://doi.org/10.1080/19368623.2023.2196282","url":null,"abstract":"ABSTRACT Increased globalization of the hospitality industry brings with it a multitude of challenges. Chief among them is the expanding diversity of both the hospitality labor pool and the traveling public. Diversity not only affects internal workplace culture, but it also has a direct correlation to customer experience and satisfaction. As our society grapples with more diverse cultures and changing values around equity and inclusion, appropriate leadership principles are needed to facilitate change. This study specifically examines value-centered leadership principles as a means to spark innovative programming around diversity, equity and inclusion practices within the hospitality sector. Applications of value-centered leadership principles are presented through the lens of mission, service, people, and task orientations. Managerial implications are discussed through a lens on promoting a culture of respect and inclusivity by fostering and encouraging employees to learn about, measure, and understand different cultural perspectives while also addressing and preventing discrimination and harassment.酒店业日益全球化带来了诸多挑战. 其中最主要的是酒店业劳动力库和旅游公众的多样性不断扩大. 多样性不仅影响内部工作场所文化, 而且与客户体验和满意度直接相关. 随着我们的社会努力应对更多样化的文化和围绕公平和包容不断变化的价值观, 需要适当的领导原则来促进变革. 这项研究专门研究了以价值为中心的领导原则, 将其作为在酒店业围绕多样性、公平性和包容性实践激发创新计划的一种手段. 以价值为中心的领导原则的应用是通过任务、服务、人员和任务导向的视角来呈现的. 通过培养和鼓励员工学习、衡量和理解不同的文化观点, 同时解决和防止歧视和骚扰, 从促进尊重和包容文化的角度讨论管理影响.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"445 - 453"},"PeriodicalIF":12.5,"publicationDate":"2023-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41831862","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
Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude 叙述性还是非叙述性？短视频内容结构对心理模拟和度假品牌态度的影响
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-03-28 DOI: 10.1080/19368623.2023.2196271
Xin Wang, Ivan Kai Wai Lai, Yan Lu, Xinyu Liu
{"title":"Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude","authors":"Xin Wang, Ivan Kai Wai Lai, Yan Lu, Xinyu Liu","doi":"10.1080/19368623.2023.2196271","DOIUrl":"https://doi.org/10.1080/19368623.2023.2196271","url":null,"abstract":"ABSTRACT Short videos have gradually become a new channel for resorts to promote their brands on social media. This study aims to determine the effect of content structure types and background music tempos of short videos on potential tourists’ mental simulation and resort brand attitude via two studies. Study 1 used a between-group one-way (short video content structure type: narrative vs. non-narrative) experiment to test the psychological mechanism of the short video content structure type on potential tourists’ resort brand attitude through mental simulation. Study 2 was a 2 (short video content structure type: narrative vs. non-narrative) × 2 (background music tempo: fast vs. slow) between-group experiment to test the impact of short video content structure and background music. The results show that potential tourists induce stronger mental simulation and higher resort brand attitude when the structure of the resort short video is narrative. Especially when the background music of narrative short videos is slow, the effect is greater. This study discusses the theoretical and practical implications of this effect for the hospitality industry.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"593 - 614"},"PeriodicalIF":12.5,"publicationDate":"2023-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49193778","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
Do green practices and green image promote consumers’ participation in social network sites (SNS)? 绿色实践和绿色形象是否促进了消费者对社交网站的参与？
IF 12.5 1区 管理学
Journal of Hospitality Marketing & Management Pub Date : 2023-03-24 DOI: 10.1080/19368623.2023.2191595
Byung-Kwan Cho, Jeong-Yeol Park, Y. Lee
{"title":"Do green practices and green image promote consumers’ participation in social network sites (SNS)?","authors":"Byung-Kwan Cho, Jeong-Yeol Park, Y. Lee","doi":"10.1080/19368623.2023.2191595","DOIUrl":"https://doi.org/10.1080/19368623.2023.2191595","url":null,"abstract":"ABSTRACT This study attempts to understand how green practices and green brand image affect trust, affective commitment, and active participation in social network sites (SNS). Using social exchange theory, social identity theory, and halo effect, the study proposes that green practices and green image will influence relational variables (trust and affective commitment) and active participation in SNS. The data collection was done from members of an online survey panel. We analyzed the data with SmartPLS 4. The study finding shows that green practices have a positive impact on green brand image. Green practices and green brand image are found to positively influence trust, affective commitment, and active participation in SNS. The study finds that affective commitment fully mediates the relationship between trust and active participation in SNS, highlighting the important role of affective commitment in spreading positive word-of-mouth.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":"32 1","pages":"631 - 648"},"PeriodicalIF":12.5,"publicationDate":"2023-03-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45246459","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: 2
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