Journal of Hospitality Marketing & Management最新文献_第8页

Consequences of paradoxical leadership in the hotel setting: moderating role of work environment 酒店环境中矛盾领导的结果:工作环境的调节作用

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-03-23 DOI: 10.1080/19368623.2023.2190318

A. Shehata, Mukaram Khan, Rimsha Khalid, M. Raza, Kareem M. Selem

引用次数: 9

Religious beliefs and food waste prevention practices: mechanisms of divine and environmental awareness 宗教信仰与食物浪费预防实践:神性与环境意识的机制

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-03-17 DOI: 10.1080/19368623.2023.2189199

C. Teng, Yao Wang, Ya-Jen Cheng, Shu-Ning Wang

引用次数: 2

Corporate social responsibility authenticity as an antecedent to customer citizenship behavior: evidence from hospitality industry in Taiwan 企业社会责任真实性对顾客公民行为的影响——来自台湾酒店业的证据

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-03-11 DOI: 10.1080/19368623.2023.2188510

D. M. Nguyen, Y. Chiu

引用次数: 5

Key dimensions of memorable gastronomic experience: application of Q-methodology 令人难忘的美食体验的关键维度:q方法论的应用

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-03-11 DOI: 10.1080/19368623.2023.2188625

Dora Rašan, Marina Laškarin Ažić

引用次数: 1

Antecedents of proactive customer service performance in hospitality: a meta-analysis 酒店主动客户服务绩效的前因：一项荟萃分析

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-03-05 DOI: 10.1080/19368623.2023.2184896

Zhen Yan, Zuraina Dato Mansor, W. Choo

{"title":"Antecedents of proactive customer service performance in hospitality: a meta-analysis","authors":"Zhen Yan, Zuraina Dato Mansor, W. Choo","doi":"10.1080/19368623.2023.2184896","DOIUrl":"https://doi.org/10.1080/19368623.2023.2184896","url":null,"abstract":"ABSTRACT As an emerging construct, proactive customer service performance (PCSP) has been largely explored in recent years. However, previous research focusing on PCSP has been fragmented, each investigating the associations between a single or few selected antecedents and PCSP in the hospitality industry. The present study aims to meta-analytically examine the direction and magnitude of effect sizes of the relationships between PCSP and its main antecedents as well as the moderating effect of national culture in the hospitality context. A quantitative meta-analysis was conducted to test the hypotheses based on 17 antecedents and 42 independent studies (N=13,333). The antecedents of PCSP can be categorized into job attitudes, job strain, leader behaviors, performance, family context factor, workplace factors, positive psychological states, emotional labor and individual determinants. The results demonstrated that empowering leadership had the strongest impact on PCSP, followed by mindfulness and thriving at work. The results also indicated that national culture was a key moderator in the analysis. To the authors’ knowledge, this is the first meta-analysis to collect, synthesize and analyze the theoretical links between PCSP and its antecedents and moderator has also been verified. What’s more, this study has discussed future research directions for PCSP in hospitality. 作为一种新兴的构念, 主动性顾客服务绩效 (PCSP) 近年来得到了广泛的研究。然而, 以往对PCSP的研究一直是碎片化的, 每一项研究都调查了酒店业中单个或几个选定的前因变量与PCSP之间的关联。本研究旨在用元分析的方法检验酒店业背景下的PCSP与其主要前因变量之间关系的效应量的方向和大小, 以及国家文化的调节作用。基于17个前因变量和42项独立研究 (N=13333), 本文进行了定量元分析以检验假设。PCSP的前因变量可分为工作态度、工作压力、领导行为、绩效、家庭背景因素、工作场所因素、积极心理状态、情绪劳动和个人因素。结果表明, 授权领导力对PCSP的影响最大, 其次是正念和工作繁荣。结果还表明, 国家文化是重要的调节变量。据作者所知, 这是第一个收集、综合和分析PCSP与其前因变量之间理论联系的元分析。此外, 本研究还探讨了PCSP在酒店业的未来研究方向。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-03-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47991010","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: 3

A social exchange perspective on boosting customer loyalty through culturally competent servers 从社会交换的角度看，通过具有文化能力的服务提高顾客忠诚度

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-28 DOI: 10.1080/19368623.2023.2184439

Aaron Hsiao, E. Ma, A. Manfreda, Mandi Baker, Jingjing Xu

{"title":"A social exchange perspective on boosting customer loyalty through culturally competent servers","authors":"Aaron Hsiao, E. Ma, A. Manfreda, Mandi Baker, Jingjing Xu","doi":"10.1080/19368623.2023.2184439","DOIUrl":"https://doi.org/10.1080/19368623.2023.2184439","url":null,"abstract":"ABSTRACT Limited research has examined how employees’ cultural competency may influence customers experience and behaviors. Building on social exchange theory, this study proposed and tested a model focusing on how guest gratitude mediated the relationships between three dimensions of servers’ cultural competency, cultural awareness, cultural knowledge, and cultural skills, on customers’ future behavioral intentions. Using empirical data collected from cross-cultural service encounters in luxury hotels in Australia, findings of the study revealed that cultural awareness and skills were significantly related to guest gratitude that, in turn, significantly influenced customers future behavioral intention. This study contributes to social exchange theory by adopting gratitude as a mediator in the reciprocal relationship between servers’ cultural competency and customer behavioral intentions. The study highlights the importance of training current hospitality employees and preparing future hospitality professionals. In particular, the findings emphasize the importance of enhancing hospitality employees’ cultural competency in cross-cultural service encounters.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45431226","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: 3

Emerging dimensions of blockchain application in tourism and hospitality sector: a systematic literature review b区块链在旅游和酒店业应用的新兴维度:系统的文献综述

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-27 DOI: 10.1080/19368623.2023.2184440

Preeti Jain, R. Singh, Ruchi Mishra, N. Rana

{"title":"Emerging dimensions of blockchain application in tourism and hospitality sector: a systematic literature review","authors":"Preeti Jain, R. Singh, Ruchi Mishra, N. Rana","doi":"10.1080/19368623.2023.2184440","DOIUrl":"https://doi.org/10.1080/19368623.2023.2184440","url":null,"abstract":"ABSTRACT Owing to its unparalleled transparency and disintermediation characteristics, blockchain technology has a huge potential to transform the tourism and hospitality industry. Airlines and hotel companies are now turning to blockchain for its multifaceted applications, yet its holistic value realization in the sector is far from reality. The existing literature in terms of theoretical and methodological underpinnings concerning blockchain technology integrated Smart Tourism 4.0 remains limited and fragmented across its lifecycle. With a structured, systematic literature review approach, the study aims to conduct an in-depth review of 56 selected papers obtained from a specific search criterion employed across widespread repositories of Scopus, Web of Science, and EBSCOhost databases, capturing the period from Jan 2012 to May 2022. The study identifies critical research gaps in technology awareness, particularly around the maturity index for a BCT-integrated digitized business model. The emerging themes based on the primary focus areas are summarized and extended further to provide future research directions on the basis of theory, context, and method (TCM) framework. To advance the readers’ understanding to the next level, a few case examples of linked theory, context and methodology are also provided. 由于其无与伦比的透明度和非中介化特征，区块链技术具有巨大的潜力来改变旅游业和酒店业. 航空公司和酒店公司现在正转向区块链, 以实现其多方面的应用, 但其在该领域的整体价值实现远未实现. 关于区块链技术集成智能旅游4.0的理论和方法基础方面的现有文献在其整个生命周期中仍然有限且支离破碎. 该研究采用结构化、系统的文献综述方法, 旨在对从Scopus、科学之网和EBSCO宿主数据库的广泛存储库中采用的特定搜索标准获得的56篇论文进行深入审查, 涵盖2012年1月至2022年5月这段时间. 该研究确定了技术意识方面的关键研究差距, 特别是围绕BCT集成数字化业务模型的成熟度指数. 基于主要关注领域的新兴主题被进一步总结和扩展, 以在理论、背景和方法(TCM)框架的基础上提供未来的研究方向. 为了将读者的理解提升到一个新的层次, 还提供了一些相关理论、背景和方法的案例.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47932755","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: 6

Understanding hospitality service aesthetics through the lens of aesthetic theory 从美学理论视角解读酒店服务美学

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-23 DOI: 10.1080/19368623.2023.2180469

I. Wong, Yim King Penny Wan, Danni Sun

{"title":"Understanding hospitality service aesthetics through the lens of aesthetic theory","authors":"I. Wong, Yim King Penny Wan, Danni Sun","doi":"10.1080/19368623.2023.2180469","DOIUrl":"https://doi.org/10.1080/19368623.2023.2180469","url":null,"abstract":"ABSTRACT The pursuit of beauty has been a part of our daily lives, as the hospitality industry recognizes by offering aesthetically pleasing artifacts through a constellation of service attributes. This research takes a qualitative approach to explore hospitality service elements that are aesthetically appealing to customers. It draws on Adorno’s aesthetic theory to better understand service aesthetics through the lens of the autonomous, socially determined, critical, and mimetic character of beauty. We improvise the concept of hospitality service aesthetic to notion that beauty is socially mediated in hospitality settings along five major themes: ocular-servicescape, facility spectacle, thematic embellishment, architectonic magnificence, and humanistic appearance. This inquiry also moves beyond the servicescape typology and prior empirical studies of aesthetics to acknowledge the constellation of environmental stimuli that can arouse customers from functional, emotional, symbolic, and socio-cultural perspectives.追求美已经成为我们日常生活的一部分, 正如酒店业通过一系列服务属性提供令人愉悦的艺术品所认识到的那样. 本研究采用定性方法来探索对顾客具有审美吸引力的酒店服务要素. 它借鉴了阿多诺的美学理论, 通过美的自主性、社会决定性、批判性和模仿性来更好地理解服务美学. 我们即兴提出了酒店服务美学的概念, 认为在酒店环境中, 美是通过五大主题进行社会调节的: 视觉服务景观、设施奇观、主题装饰、建筑华丽和人文外观. 这项调查也超越了服务景观类型学和先前的美学实证研究, 以确认可以从功能、情感、象征和社会文化角度激发顾客的环境刺激","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43945260","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

Webcare salience and consumer engagement: The moderating effects of webcare valence, conversational human voice and response time 网络护理显著性与消费者参与:网络护理效价、会话人声和反应时间的调节作用

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-19 DOI: 10.1080/19368623.2023.2176395

K. Purani, Krishnan Jeesha

{"title":"Webcare salience and consumer engagement: The moderating effects of webcare valence, conversational human voice and response time","authors":"K. Purani, Krishnan Jeesha","doi":"10.1080/19368623.2023.2176395","DOIUrl":"https://doi.org/10.1080/19368623.2023.2176395","url":null,"abstract":"ABSTRACT Management of online reviews holds strategic significance for brands, especially in the hospitality sector, as more and more prospective consumers read reviews for brand evaluation and brand engagement. Contrary to most studies that examine the effects of webcare among reviewers, this study examines the effects of webcare on consumer brand engagement among review readers. Further, rather than focusing on a single review or a management response to a single review, it focuses on the perceived webcare efforts of a firm as a response to multiple reviews taken together by introducing a new concept, webcare salience, defined as the degree to which webcare is seen in a review set by the review readers or observers. Through a series of experiments in the tourism context, it examines underexplored effects of webcare salience on consumer brand engagement and, particularly, how other webcare variables, namely webcare valence, conversational human voice and response time, moderate such effects. This research triggers a new line of scholarly enquiry that takes into account the idea of review set and review readers’ perspectives.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44337158","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

Social connectedness and well-being of elderly customers: Do employee-to-customer interactions matter? 老年顾客的社会联系与幸福感:员工与顾客之间的互动重要吗?

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-17 DOI: 10.1080/19368623.2023.2139036

Kuo-Hao Feng, L. Altınay, Zaid Alrawadieh

{"title":"Social connectedness and well-being of elderly customers: Do employee-to-customer interactions matter?","authors":"Kuo-Hao Feng, L. Altınay, Zaid Alrawadieh","doi":"10.1080/19368623.2023.2139036","DOIUrl":"https://doi.org/10.1080/19368623.2023.2139036","url":null,"abstract":"ABSTRACT While a plethora of research examines the antecedents and outcomes of favorable employee-to-customer interaction in the hospitality industry, little empirical investigation has been conducted so far to understand the effect of employee-to-customer interaction on customers’ social well-being. This omission is particularly intriguing in the context of elderly care homes whereby employee-to-customer interaction is both intense and crucial. Building on a transformative service research perspective, the present study draws on a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between favorable employee-to-customer interaction, social connectedness, and social well-being. Using data from 267 elderly individuals in care homes combined with data from three focus groups in China, the study confirms the role of favorable employee-to-customer interaction in enhancing the social connectedness of elderly customers. Both employee-to-customer interaction and social connectedness are also found to positively influence elderly customers’ social well-being. Findings from the qualitative study lend support to the proposed theoretical model and further demonstrate how elderly consumers’ social well-being is impacted in a transformative way by favorable interactions with employees. Qualitative findings show how both employees and elderly customers deploy different resources to pursue transformative outcomes of value exchange and value co-creation. The study advances transformative service research and suggests implications for policy and managers in elderly care homes and the wider hospitality industry.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48098926","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: 6