International Journal of Hospitality Management最新文献

Rethinking tipping request: Examining consumer reactions in emerging tipping contexts 重新考虑小费要求：检查消费者对新出现的小费情况的反应

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-03 DOI: 10.1016/j.ijhm.2025.104221

Demi Shenrui Deng , Lu Lu , Ruiying (Raine) Cai

引用次数: 0

Unveiling the hidden costs of AI in hospitality industry: The adverse effect of algorithmic human resources management (AHRM) on stress, wellbeing, and commitment 揭示人工智能在酒店业的隐藏成本：算法人力资源管理（AHRM）对压力、幸福感和承诺的不利影响

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-04-09 DOI: 10.1016/j.ijhm.2025.104206

Sunanda Nayak , Pawan Budhwar , Ashish Malik

{"title":"Unveiling the hidden costs of AI in hospitality industry: The adverse effect of algorithmic human resources management (AHRM) on stress, wellbeing, and commitment","authors":"Sunanda Nayak , Pawan Budhwar , Ashish Malik","doi":"10.1016/j.ijhm.2025.104206","DOIUrl":"10.1016/j.ijhm.2025.104206","url":null,"abstract":"<div><div>Emerging evidence of the impact of algorithmic HRM (AHRM) indicates the positive implications of immersive technologies like artificial intelligence (AI) and algorithmic management on an organization’s socio-technical systems, stimulating the need to explore its adverse effects on the workforce and organizations in particular in hospitality industries. One such under-researched topic is stress well-being and the commitment of HR practitioners when organizations implement AI interventions, such as AHRM, a channel to augment HR-related decisions and automate HRM activities in organizations. This research investigates how implementing AI interventions such as AHRM, affects HR employees adversely. Analysing insights from 55 in-depth interviews of HR practitioners from eight hospitality industries in India, we present qualitative evidenceof the key research findings. The findings point to an adverse impact of AI-based AHRM interventions on stress (acts as a direct response), well-being (as an outcome of prolonged exposure), and commitment (as a long-term effect) of employees in organizations. This research primarily advances scholarship on the dark side of technological interpolations, such as AI interventions in the HRM function. Implications for theory and practice are also discussed.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"129 ","pages":"Article 104206"},"PeriodicalIF":9.9,"publicationDate":"2025-04-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143799198","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

A comparative systematic review of empirical research into workplace friendship: Hospitality versus non-hospitality contexts 职场友谊实证研究的比较系统回顾：好客与非好客情境

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-04-06 DOI: 10.1016/j.ijhm.2025.104209

Anh Minh (Jessica) Bui, Dan Zhu, Peter B. Kim

{"title":"A comparative systematic review of empirical research into workplace friendship: Hospitality versus non-hospitality contexts","authors":"Anh Minh (Jessica) Bui, Dan Zhu, Peter B. Kim","doi":"10.1016/j.ijhm.2025.104209","DOIUrl":"10.1016/j.ijhm.2025.104209","url":null,"abstract":"<div><div>Friendship is a fundamental pillar of human existence, shaping both personal and professional lives. While extensive research has highlighted these benefits across various industries, their implications within the hospitality sector remain unexamined. Furthermore, existing studies are fragmented and lack theoretical coherence and continuity, which limits their applicability for scholars and practitioners. This study systematically reviewed 112 empirical studies (including 38 focused on hospitality) sourced from six major academic databases. Findings reveal a strong regional bias in existing research, a scarcity of qualitative studies, and a predominant focus on the positive effects of workplace friendship, with limited attention to potential downsides such as favoritism, conflict, and emotional strain. By synthesizing insights across hospitality and non-hospitality contexts, this study proposes four strategic recommendations to guide future research and inform managerial practices, equipping hospitality organizations with evidence-based strategies to foster productive workplace relationships while mitigating risks.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"129 ","pages":"Article 104209"},"PeriodicalIF":9.9,"publicationDate":"2025-04-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143783212","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Coping with perceived overqualification: The effect of coping strategies on employee outcomes in the hospitality industry 应对感知的资历过高：应对策略对酒店业员工成果的影响

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-04-05 DOI: 10.1016/j.ijhm.2025.104208

Heyao Yu , Yoko M. Negoro , Michael J. Tews , Xiaoyan Chen , Ziang Zhang

{"title":"Coping with perceived overqualification: The effect of coping strategies on employee outcomes in the hospitality industry","authors":"Heyao Yu , Yoko M. Negoro , Michael J. Tews , Xiaoyan Chen , Ziang Zhang","doi":"10.1016/j.ijhm.2025.104208","DOIUrl":"10.1016/j.ijhm.2025.104208","url":null,"abstract":"<div><div>Perceived overqualification is more common than ever among hospitality employees due to workforce shifts and characteristics of hospitality jobs. While previous research suggests that perceived overqualification leads to person-job fit directly, we argue that how employees cope with perceived overqualification can largely influence their perceptions of person-job fit. Drawing on the transaction theory of stress and coping, the current study developed and tested a multi-level moderated mediation model to understand the underlying coping mechanisms between perceived overqualification and person-job fit. Although the total effect of perceived overqualification on person-job fit was negative, the indirect effects of perceived overqualification and person-job fit through coping strategies were different. In addition, organization-level procedural justice moderated the effects of perceived overqualification on the choice of coping tactics. Lastly, only needs-supplies fit was negatively associated with turnover intentions. These results highlight the active role of employees in managing perceived overqualification and provide guidance for hospitality managers to mitigate the negative effects of employees’ perceived overqualification.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"129 ","pages":"Article 104208"},"PeriodicalIF":9.9,"publicationDate":"2025-04-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143777112","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

Breaking the mold: Is there a gender stereotype when robot service failures happen? 打破常规：当机器人服务故障发生时，是否存在性别刻板印象？

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-04-01 DOI: 10.1016/j.ijhm.2025.104210

Hui Jiang , Fang Meng , Xiaonan Zhang

{"title":"Breaking the mold: Is there a gender stereotype when robot service failures happen?","authors":"Hui Jiang , Fang Meng , Xiaonan Zhang","doi":"10.1016/j.ijhm.2025.104210","DOIUrl":"10.1016/j.ijhm.2025.104210","url":null,"abstract":"<div><div>The application of service robots has been reshaping service practices and experiences in the hospitality and tourism industry. It is common for robots to be assigned human-specific characteristics (either humanlike or non-humanlike) and gender-specific traits (either feminine or masculine). Three experimental studies were conducted to explore how robot human-likeness and robot gender influence customers’ emotional, attitudinal, and behavioral responses in different service failure scenarios. The results suggest that customers have more negative attitudinal and emotional responses, whereas less negative behavioral response toward humanoid robots (with apparent feminine features) compared to non-humanoid robots (with masculine features), leading to the generation of spurious loyalty when service failure happens. This is mediated by customer affection induced by the service robots. The findings provide valuable insights into the design and implementation of robots in hospitality and tourism services to meet customer expectations, dimmish the potential risks, and enhance customer experiences.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"129 ","pages":"Article 104210"},"PeriodicalIF":9.9,"publicationDate":"2025-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143745794","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

My coworkers tell me they are paid more than me! The I-EDM model perspective on time theft behaviors 我的同事告诉我他们的薪水比我高！时间盗窃行为的I-EDM模型视角

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-03-31 DOI: 10.1016/j.ijhm.2025.104211

Pengfei Zhao , Lingyan Hu , Fangxuan (Sam) Li

引用次数: 0

What makes a review voted? A mixed-method analysis of review content and voter characteristics 是什么让评论被投票？一种混合方法分析评论内容和选民特征

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-03-30 DOI: 10.1016/j.ijhm.2025.104207

Yuqiu Wang , Maoxin (Molson) Han , Kai Li

{"title":"What makes a review voted? A mixed-method analysis of review content and voter characteristics","authors":"Yuqiu Wang , Maoxin (Molson) Han , Kai Li","doi":"10.1016/j.ijhm.2025.104207","DOIUrl":"10.1016/j.ijhm.2025.104207","url":null,"abstract":"<div><div>To alleviate information overload in review forums, travel platforms have employed the voting mechanism, which induces two outcomes (i.e., review and helpfulness votes). Although previous hospitality research has discussed the determinants of helpfulness votes, relatively limited studies have focused on review votes. Motivated by the difference between helpfulness and review votes, this study aims to confirm the moderating effect of review length on the relationship between rating extremity (i.e., the difference between review rating and average rating) and review votes and differentiates this interplay for positive and negative rating extremity. Additionally, we aim to discuss the effect of psychological distance (proxied by temporal and spatial distance) between reviewers and voters. Conducting an econometric analysis (Study 1), a deep learning analysis (Study 2), and an online experiment (Study 3), we first confirm the interplay between rating extremity and review length on review votes. Then, we suggest that this interplay is insignificant (negative) for positive (negative) rating extremity. Finally, the positive influence of temporal and spatial distance on review votes is also confirmed. This study not only contributes to the antecedents of review votes literature but also beneficial for platforms guide user attention.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"129 ","pages":"Article 104207"},"PeriodicalIF":9.9,"publicationDate":"2025-03-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143734868","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

Climate perceptions for underrepresented leaders: Influencing service employees' proactive behaviors through psychological safety and knowledge sharing 代表性不足的领导者的气候感知：通过心理安全和知识共享影响服务员工的主动行为

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-03-29 DOI: 10.1016/j.ijhm.2025.104204

Huy Gip (Robert) , Michelle Russen , Priyanko Guchait

引用次数: 0

Fostering hospitality employees’ service-oriented organizational citizen behavior through managerial coaching behavior: A multilevel mixed methods study 通过管理辅导行为培养酒店员工服务型组织公民行为：多层次混合方法研究

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-03-28 DOI: 10.1016/j.ijhm.2025.104203

Zhen Yan , Zuraina Dato Mansor , Wei Chong Choo , Na Bai

{"title":"Fostering hospitality employees’ service-oriented organizational citizen behavior through managerial coaching behavior: A multilevel mixed methods study","authors":"Zhen Yan , Zuraina Dato Mansor , Wei Chong Choo , Na Bai","doi":"10.1016/j.ijhm.2025.104203","DOIUrl":"10.1016/j.ijhm.2025.104203","url":null,"abstract":"<div><div>This study seeks to examine the links between managerial coaching behavior (MCB) and employees’ service-oriented organizational citizen behavior (service-oriented OCB), the mediating role of harmonious passion (HP) and the moderating role of growth need strength (GNS) in the hospitality sector. A mixed methods sequential explanatory design was employed, which consisted of a quantitative phase, where survey data were collected and analyzed, followed by a qualitative phase, where a specific case study was conducted. The quantitative findings revealed that MCB exerted a cross-level positive effect on service-oriented OCB, which was mediated by HP at the individual level. Moreover, the effect of MCB on HP was stronger when GNS was high and weaker when GNS was low. Furthermore, HP mediated the interaction between MCB and GNS on service-oriented OCB. The qualitative findings reported interviewees’ viewpoints and successfully explained the “why” and “how” behind the influence of MCB on service-oriented OCB, complementing and enhancing comprehension of the quantitative results. These findings suggest that hospitality organizations should promote MCB to enhance employees’ service-oriented OCB and focus on boosting HP and nurturing high level of GNS to maximize the positive impact of MCB.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"129 ","pages":"Article 104203"},"PeriodicalIF":9.9,"publicationDate":"2025-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143726042","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

Unveiling the Nexus: Service robot support and proactive customer service performance in hospitality industry 展示Nexus：服务机器人支持和酒店行业的主动客户服务绩效

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-03-28 DOI: 10.1016/j.ijhm.2025.104202

Taeshik Gong

{"title":"Unveiling the Nexus: Service robot support and proactive customer service performance in hospitality industry","authors":"Taeshik Gong","doi":"10.1016/j.ijhm.2025.104202","DOIUrl":"10.1016/j.ijhm.2025.104202","url":null,"abstract":"<div><div>This study investigates the impact of service robot support on proactive customer service performance in the hospitality industry. Grounded in the proactive motivation model, the mediating role of self-efficacy, intrinsic motivation, and positive affect is examined, while introducing service task complexity as a crucial moderator. The findings reveal that service robot support positively influences employee psychological states, leading to enhanced proactive customer service performance. Importantly, the effectiveness of service robot support is contingent on the complexity of service tasks, with optimal effects in moderately complex scenarios. Contributions to the literature include a nuanced understanding of the cognitive and emotional processes associated with service robot support. Practical implications extend to hospitality managers, guiding strategic deployment and employee well-being initiatives in the evolving landscape of human-robot collaboration. As the hospitality industry navigates technological advancements, this research provides actionable insights for leveraging service robots to enhance customer service.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"129 ","pages":"Article 104202"},"PeriodicalIF":9.9,"publicationDate":"2025-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143726043","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