{"title":"The class lens: How social class shapes hotel employees’ beliefs about how customers see them","authors":"Yuchen Xu, Seongseop (Sam) Kim, Catherine Cheung, Yun Zhang, Hanyuan Zhang","doi":"10.1016/j.ijhm.2025.104463","DOIUrl":"https://doi.org/10.1016/j.ijhm.2025.104463","url":null,"abstract":"This study investigates how social class, as an intangible yet ubiquitous force, shapes hotel employees’ negative meta-stereotypes; i.e., employees’ beliefs regarding customer-held stereotypes about their occupational group. Across five experiments involving 823 qualified online panel members, we found that hotel employees in lower social classes experienced greater negative meta-stereotypes compared to their counterparts in higher social classes. This social class effect was, in part, driven by their concerns about being discriminated against by others, which in turn undermined their service and organizational performance. Furthermore, the social class effect was enhanced in hotel employees with an entity mindset but disappeared in those with an incremental mindset. Our findings not only enrich the repertoire of antecedents of negative meta-stereotypes but also advance the understanding of socio-psychological consequences of social hierarchies in hospitality, offering hotel organizations practical insights for addressing class-based discrimination and stigmatization.","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"37 1","pages":""},"PeriodicalIF":11.7,"publicationDate":"2025-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145182898","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}
Omar Alsetoohy , Abad Alzuman , Viju Mathew , Nasser Saad Al-Monawer , Tomás F. Espino-Rodríguez , Mahmoud Abou Kamar , Fuad Mohammed Alhamdi , Ahmed M. El-Sherbeeny , Samar Sheikhelsouk
{"title":"Occupational health and safety management practices and safety outcomes in hotels: Influences of knowledge, motivation, and innovation in supply chain and housekeeping operations","authors":"Omar Alsetoohy , Abad Alzuman , Viju Mathew , Nasser Saad Al-Monawer , Tomás F. Espino-Rodríguez , Mahmoud Abou Kamar , Fuad Mohammed Alhamdi , Ahmed M. El-Sherbeeny , Samar Sheikhelsouk","doi":"10.1016/j.ijhm.2025.104448","DOIUrl":"10.1016/j.ijhm.2025.104448","url":null,"abstract":"<div><div>This study investigates the impact of Occupational Health and Safety Management Practices (OHSMPs) on safety performance and workplace accidents in the Egyptian hotel sector, specifically in the supply chain and housekeeping operations, where occupational risks are elevated and safety enforcement remains inconsistent. Drawing on an integrated framework that combines the Total Worker Health model and safety systems theory, the research examines how OHSMPs, understood as implemented, practice-based processes, affect employee outcomes through three key mediators: safety knowledge, motivation, and workplace technological innovation. Survey data were collected from 249 full-time employees in the housekeeping and supply chain departments of five-star hotels across Egypt. Structural equation modeling using WarpPLS-SEM 8.0 revealed that OHSMPs significantly enhance employees’ safety knowledge, motivation, and adoption of technological innovations. These mediators, in turn, contribute to improved safety performance and a reduction in workplace accidents and injuries. The findings advance occupational health literature in developing-country contexts by presenting a cohesive, empirically tested model that links organizational safety practices to individual-level safety outcomes. Practical implications are discussed for hotel managers aiming to improve workplace safety through targeted enhancements in employee training, engagement, and access to safety-related technologies in the hotel supply chain and housekeeping operations.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104448"},"PeriodicalIF":8.3,"publicationDate":"2025-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145158707","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}
Chi Xie , Da-Peng Zhang , Ching-Hui (Joan) Su , Ming-Hsiang Chen , Yang-Xing He
{"title":"Riding the night shift: Spatiotemporal analysis of ride-hailing’s impact on urban nighttime hospitality consumption in the digital age","authors":"Chi Xie , Da-Peng Zhang , Ching-Hui (Joan) Su , Ming-Hsiang Chen , Yang-Xing He","doi":"10.1016/j.ijhm.2025.104426","DOIUrl":"10.1016/j.ijhm.2025.104426","url":null,"abstract":"<div><div>Ride-hailing services, powered by real-time connectivity between drivers and passengers, have transformed urban mobility by reducing travel time and costs. This technological shift enhances nighttime transportation accessibility and stimulates hospitality consumption in the digital economy. Using a large-scale dataset of ride-hailing records and a two-way fixed-effects model, this study investigates how ride-hailing reshapes the spatial distribution of urban nighttime economic activity. Our findings reveal that ride-hailing promotes a diffusion effect, spreading hospitality consumption across broader urban areas rather than concentrating it in traditional hubs. Moreover, we identify an inverted U-shaped relationship in consumption agglomeration over time, suggesting that initial clustering is followed by gradual dispersion as ride-hailing services expand. These insights contribute to the literature on urban nighttime economies and offer practical implications for policymakers. By strategically optimizing transportation networks, cities can foster balanced growth in nighttime hospitality sectors, supporting both economic vibrancy and spatial equity.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104426"},"PeriodicalIF":8.3,"publicationDate":"2025-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145158708","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}
William I. Hebl , Iuliana (Popa) Theis , Thais Guisard , Juan M. Madera
{"title":"The hospitality & tourism frontline employee: A bibliometric analysis","authors":"William I. Hebl , Iuliana (Popa) Theis , Thais Guisard , Juan M. Madera","doi":"10.1016/j.ijhm.2025.104451","DOIUrl":"10.1016/j.ijhm.2025.104451","url":null,"abstract":"<div><div>As the critical link between organizations and customers, the frontline employee is a core focus in hospitality and tourism (H&T) research. Given the broad scope of topics, systematic literature reviews have aimed to provide structure and organization. However, their focus on narrow topics has led to knowledge silos, limiting a holistic understanding of this literature and leaving critical gaps in interdisciplinary insights. To address this limitation, this paper presents a comprehensive systematic literature review using a bibliometric approach to deepen our understanding of H&T frontline employees. By analyzing 3527 papers authored by 5721 researchers across 68 peerreviewed journals spanning all publication years to date, the study highlights both the existing knowledge and the gaps within this research area. The study further examines scientific progression, thematic evolution, and directions for future research.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104451"},"PeriodicalIF":8.3,"publicationDate":"2025-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145118760","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}
{"title":"The timestamp effect: How prior contribution timing shapes future donations","authors":"Barbara Apaalabono Atanga , Anna S. Mattila","doi":"10.1016/j.ijhm.2025.104423","DOIUrl":"10.1016/j.ijhm.2025.104423","url":null,"abstract":"<div><div>Hospitality businesses often partner with charitable organizations to raise funds for their sustainability initiatives through online donation platforms. A notable feature on these online platforms is the timing of previous donations, indicating whether a campaign has recently received a contribution (recent) or if it has been a while since the last contribution (distant). Despite the prevalence of prior donation timing information and its visibility to potential donors, it remains unknown how the recency of previous donations influences consumers. This research bridges this gap by examining how recent (vs. distant) prior donation timing influences consumer inferences and donation intentions. Study 1 demonstrates that a recent (vs. distant) prior donation timing enhances perceived velocity, leading to higher donation intentions and amounts. Study 2 examines the moderating role of matching gifts, and the results indicate that when a matching gift is absent, a high (vs. low) perceived velocity leads to greater donation intentions. However, the effect is attenuated when a matching gift is present. Study 3 marginally supports the moderating role of spatial distance, showing that when campaign beneficiaries are located far away, a high (vs. low) perceived velocity increases donation intention. However, this effect is attenuated when beneficiaries are nearby. Together, this study adds to the donation literature and provides practical implications for hospitality businesses that utilize fundraising as part of their sustainability initiatives.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104423"},"PeriodicalIF":8.3,"publicationDate":"2025-09-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145118759","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}
Ziwei Shu , Ramón Alberto Carrasco , José Rui Figueira , Diogo Cunha Ferreira
{"title":"The MUSA model applied to luxury hotel customer satisfaction: A comparative survey of the top 10 European tourist cities","authors":"Ziwei Shu , Ramón Alberto Carrasco , José Rui Figueira , Diogo Cunha Ferreira","doi":"10.1016/j.ijhm.2025.104442","DOIUrl":"10.1016/j.ijhm.2025.104442","url":null,"abstract":"<div><div>While analyzing customer satisfaction in luxury hotels through online reviews has become increasingly crucial, to our knowledge, many models still rely on questionnaires. Therefore, this paper aims to analyze customer satisfaction in luxury hotels using online reviews. Since Europe is a mature tourism and hospitality market, this paper conducts a comparative survey of luxury hotels in the top 10 European tourist cities by collecting customer reviews from TripAdvisor. This paper employs the Multicriteria Satisfaction Analysis (MUSA) model, a linear programming tool for customer satisfaction analysis, along with the refined Kano model to identify and compare areas for improvement in luxury hotels across various cities. The findings are presented through an interactive visualization application featuring a novel category-priority diagram to simplify comparison of criteria priorities. This application also provides automatic interpretations of the diagram for each city, allowing decision-makers to compare hotel performance, receive data-driven recommendations, and ensure analysis reproducibility.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104442"},"PeriodicalIF":8.3,"publicationDate":"2025-09-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145118761","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}
Cortney L. Norris , Lisa Slevitch , Matthew J. Bauman , Soyoung Park , Jenna Lee , Emmanuel Gamor
{"title":"A seat at the table: Designing menus that signal inclusion","authors":"Cortney L. Norris , Lisa Slevitch , Matthew J. Bauman , Soyoung Park , Jenna Lee , Emmanuel Gamor","doi":"10.1016/j.ijhm.2025.104425","DOIUrl":"10.1016/j.ijhm.2025.104425","url":null,"abstract":"<div><div>Despite representing a substantial market segment, customers with dietary restrictions are often overlooked in hospitality spaces and research. This study addresses that gap by applying an inclusive design framework to examine how restaurant menus can better meet their needs. Across three sequential inquiries, this research embraces inclusive design principles by first collecting consumer feedback through semi-structured interviews to identify menu design elements that signal inclusivity. Second, using this feedback, a conjoint analysis is conducted to rank the identified attributes in order of importance. Third, the study empirically tests the identified elements to assess how inclusive cues influence emotional and attitudinal responses, ultimately shaping customers’ behavioral intentions. The findings shed light on the importance of inclusive considerations in menu design and their impact on consumer behavior within the hospitality and tourism industry.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104425"},"PeriodicalIF":8.3,"publicationDate":"2025-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145096827","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}
{"title":"US postpartum care resorts: Transforming stressful new motherhood into well-being and the joy of parenthood","authors":"Ingrid Y. Lin , Anna S. Mattila , Xiaofeng Li","doi":"10.1016/j.ijhm.2025.104450","DOIUrl":"10.1016/j.ijhm.2025.104450","url":null,"abstract":"<div><div>Postpartum care has been overlooked in the U.S., but is gaining increasing attention with the rise of the wellness industry and postpartum depression. This study investigates what postpartum mothers need, how resorts can support their transition into motherhood, and whether U.S. mothers would be willing to spend money to heal in a resort setting. Study 1, a qualitative inquiry, explores postpartum mothers’ needs and acceptance of postpartum resorts, while Study 2 uses machine learning to identify factors influencing mothers’ well-being and joy of parenthood in postpartum care resorts. The key predictors of mothers’ overall well-being are perceived monetary value, baby spas, 24/7 baby care, and educational sessions. Pampering, a safe environment, customizable meals, and aesthetically pleasing designs are the main drivers of mothers’ joy of parenthood. The findings of Study 2 are consistent with the PERMA Model of well-being. Finally, regenerative leadership and practices can enhance mothers’ sense of well-being.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104450"},"PeriodicalIF":8.3,"publicationDate":"2025-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145096828","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}
Edmund Y. Wu , Morgan X. Yang , Haksin Chan , Delong Wen
{"title":"The fit effect of tier structure of loyalty programs on luxury and non-luxury brands","authors":"Edmund Y. Wu , Morgan X. Yang , Haksin Chan , Delong Wen","doi":"10.1016/j.ijhm.2025.104429","DOIUrl":"10.1016/j.ijhm.2025.104429","url":null,"abstract":"<div><div>This research examines an important yet unexplored topic concerning tier-based loyalty programs (TLPs) in the hospitality industry, namely leveraging the fit between tier structure and brand positioning to achieve favorable brand perceptions. The results of an experiment reveal that the mere congruence of a more-tier (fewer-tier) structure with a hotel’s luxury (non-luxury) brand positioning can enhance consumers’ brand attitudes. The empirical findings also confirm brand–TLP congruency as the mechanism underlying the enhanced brand attitudes. By confirming the beneficial effects of matching TLP cues with hotel brand characteristics, this research enriches the hospitality literature and offers actionable insights for practitioners.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104429"},"PeriodicalIF":8.3,"publicationDate":"2025-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145096829","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}
{"title":"Cultural intelligence as a catalyst for global competitiveness: The role of opportunity recognition and language distance in hotel brand success","authors":"Ying Zhang , Chenyang Wu , Wen Chang , Ming-Hsiang Chen , Sophia Xiaoxia Duan , Shanshan Wang","doi":"10.1016/j.ijhm.2025.104462","DOIUrl":"10.1016/j.ijhm.2025.104462","url":null,"abstract":"<div><div>As the tourism and hospitality industries rebound from the COVID-19 pandemic, brand international competitiveness has emerged as a critical priority for global hotels operating in an increasingly competitive landscape. Grounded in opportunity recognition theory and dynamic capabilities theory, this study proposes a conceptual model to investigate how organizational cultural intelligence enhances hotel brand competitiveness and examines the mediating role of international opportunity recognition and the moderating effect of language distance within the context of Chinese multinational hotels. Findings reveal that while uneven language distance across host countries can disrupt cultural intelligence and impede brand competitiveness, this negative impact is mitigated by the hotel’s unique international opportunity recognition framework. By integrating management psychology with brand construction practices, this study underscores the dynamic interplay among cultural intelligence, opportunity recognition, and language distance in driving global brand success, providing actionable insights for hotels aiming to bolster their international competitiveness in culturally diverse markets.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104462"},"PeriodicalIF":8.3,"publicationDate":"2025-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145096929","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}