Quang Dai Tuyen , Tan Vo-Thanh , Nguyen Huu Nghi , Bui Tuan Phuong , Bui Trong Tien Bao
{"title":"Research on ChatGPT in tourism and hospitality: A systematic review and future directions","authors":"Quang Dai Tuyen , Tan Vo-Thanh , Nguyen Huu Nghi , Bui Tuan Phuong , Bui Trong Tien Bao","doi":"10.1016/j.ijhm.2025.104287","DOIUrl":"10.1016/j.ijhm.2025.104287","url":null,"abstract":"<div><div>This review examines the topic of ChatGPT in tourism and hospitality research. With their emphasis on dynamic customer interactions, the tourism and hospitality sectors are increasingly incorporating Artificial Intelligence (AI) technologies into their service delivery and operations. Meanwhile, the impact of AI on research and education within these fields has become a focus of academic interest. This study consolidates insights from 43 publications indexed in major databases—Scopus, Web of Science (WoS), and Google Scholar—up to April 2024. It explores various applications of ChatGPT in research, education, and industry within the tourism and hospitality domain. While ChatGPT offers numerous advantages, its implementation also presents significant challenges. The review concludes by outlining potential future directions, underscoring the importance of advancing research to enhance ChatGPT’s applications and address its limitations. Beyond summarizing the current state of research, this review highlights critical gaps and opportunities for future exploration to maximize ChatGPT’s potential.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104287"},"PeriodicalIF":9.9,"publicationDate":"2025-05-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144169160","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":"East meets middle east: Unpacking cultural drivers of masstige brand experience in the hospitality sector","authors":"Rehan Husain","doi":"10.1016/j.ijhm.2025.104296","DOIUrl":"10.1016/j.ijhm.2025.104296","url":null,"abstract":"<div><div>The dynamic nature of global consumer behaviour has positioned masstige brands as vital players in contemporary markets, warranting rigorous examination. This research advances our understanding of the interplay between culture and consumer interactions with masstige brands, particularly within the hospitality sector. By employing expectancy value theory, the study elucidates the roles of brand identification, engagement, prestige, and trust in shaping consumer experiences. Utilising structural equation modelling across two culturally distinct contexts (N = 953), demonstrating the relative importance of brand identification and trust in India (Study 1) and the significance of prestige and engagement in the United Arab Emirates (Study 2). The findings suggest the moderation of culture in shaping the masstige brand experience in the hospitality sector in both countries. This study contributes to the masstige literature from the lens of the hospitality sector and offers various practical implications for brand managers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104296"},"PeriodicalIF":9.9,"publicationDate":"2025-05-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144169161","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}
Congyue Xu , Juan Luis Nicolau , Rob Law , Xianwei Liu
{"title":"Identifying valuable reviews for review users: The value of tag systems on hotel booking platforms","authors":"Congyue Xu , Juan Luis Nicolau , Rob Law , Xianwei Liu","doi":"10.1016/j.ijhm.2025.104291","DOIUrl":"10.1016/j.ijhm.2025.104291","url":null,"abstract":"<div><div>In the era of big data, hotel booking platforms are inundated with an overwhelming volume of consumer reviews, which hinders review users from identifying valuable reviews. This study examines how review tags—a simple yet powerful heuristic—highlight valuable reviews and influence potential consumers and hotel managers. Using a dataset of 190,939 consumer reviews, we find that tagged reviews are more likely to be exerted more posting effort and receive more attention from review users. However, these relationships follow an inverted U curve, which suggests that the overuse of tags may counteract the intended benefits. We extend the theory of planned behavior by showing tags shape reviewers’ posting effort via attitudes and subjective norms, while dual-process theory reveals the heuristic role of tags for review users. Our findings provide insights for platforms to improve review systems and offer reviewers strategic ways to enhance their review’s impact.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104291"},"PeriodicalIF":9.9,"publicationDate":"2025-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144169147","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}
Joo Young Kim , Yerin Yhee , Jungkeun Kim , Chulmo Koo
{"title":"The emotional consumer: Sustainable luxury choices amid climate change","authors":"Joo Young Kim , Yerin Yhee , Jungkeun Kim , Chulmo Koo","doi":"10.1016/j.ijhm.2025.104290","DOIUrl":"10.1016/j.ijhm.2025.104290","url":null,"abstract":"<div><div>Despite efforts to implement sustainable practices, customer resistance and accusations of greenwashing pose significant challenges, which are compounded by the abstract nature of climate change making it difficult for people to comprehend its urgency and immediate impact. This study investigates how emotional responses to climate change influence travelers' pro-environmental behaviors. We examined the interaction effects of different types of travel on customers' negative affect states evoked by climate change issues and their behavioral intentions. Furthermore, we found the mediating role of the anticipated warm-glow in explaining why customers are inclined toward sustainable options, but not moral obligation. Five experiments provide deeper insights into why customers are drawn to sustainable options as a response to their emotional states. The findings highlight that emotional rewards play a significant role in customers' sustainable choices, emphasizing emotional factors as key predictors of climate action.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104290"},"PeriodicalIF":9.9,"publicationDate":"2025-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144169159","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":"Effect of legal awareness of hotel employees on their job satisfaction: Mediated by organizational trust","authors":"Cem Karatay , Ali Özduran","doi":"10.1016/j.ijhm.2025.104294","DOIUrl":"10.1016/j.ijhm.2025.104294","url":null,"abstract":"<div><div>Based on the Conservation of resources theory (COR), the purpose of this study was to analyze the correlation between legal awareness (LA), organizational trust (OT), and job satisfaction (JS) of hotel employees in Türkiye. Legal awareness was measured in four categories (Union-collective bargaining law (UCBL), Social insurance and general health insurance law (SIGHIL), Labour law (LL), and Occupational health and safety law (OHSL)). Using a quantitative approach with a rating-scale questionnaire, data were acquired from 229 hotel employees working in three-, four-, and five-star hotels. The findings demonstrate that there is a positive relationship between legal awareness and job satisfaction and this relationship is mediated by organizational trust. In the research, theoretical and practical implications are highlighted, and various suggestions are made for new areas of investigation.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104294"},"PeriodicalIF":9.9,"publicationDate":"2025-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144169157","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":"When leaders conceal: The influence of supervisor knowledge hiding on subordinates’ perceived employability in hospitality","authors":"Xinling Jiang , Jie Gao , Lei Chen","doi":"10.1016/j.ijhm.2025.104311","DOIUrl":"10.1016/j.ijhm.2025.104311","url":null,"abstract":"<div><div>The sustainable development of hospitality sector hinges on a highly employable workforce. Grounded in social cognitive theory, this study investigates the often-overlooked role of supervisor knowledge hiding (SKH) in shaping employees’ perceived employability (PE) in hospitality. Specifically, it examines the chain-mediating roles of career networking behaviors and proactive skill development, and further explores how employees’ perceived overqualification (POQ) moderates these relationships. A three-wave time-lagged survey was conducted among 339 employees from 19 hotels across seven cities in China. Based on structural equation model and Bootstrap mediation tests, results reveal that SKH indirectly reduces PE by undermining career networking behaviors, and in a sequential pathway, through both career networking and proactive skill development. Moreover, POQ buffers the negative effect of SKH on career networking behaviors and weakens its indirect impact on PE. These findings underscore the importance for hospitality organizations to address SKH, as it can hinder employee career development.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104311"},"PeriodicalIF":9.9,"publicationDate":"2025-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144169156","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":"Analyzing consumer decision-making patterns in online restaurant selection: A study of information processing styles on yelp","authors":"Yun Wan , Makoto Nakayama","doi":"10.1016/j.ijhm.2025.104306","DOIUrl":"10.1016/j.ijhm.2025.104306","url":null,"abstract":"<div><div>This study examines how consumers make decisions when selecting restaurants online. It introduces a framework that categorizes decision-makers into four distinct styles - quick experts, hasty amateurs, casual novices, and relaxed professionals – based on their prior dining experience and time spent on the selection task. Through clickstream analysis of 282 participants using Yelp, we employed an algorithmic approach to identify these patterns and analyzed their information search and processing behaviors. Results revealed distinct patterns: experienced users conducted focused, sophisticated searches and prioritized credible sources, while less experienced users employed broader searches and were more influenced by promotional content. All groups exhibited satisficing behavior, but experienced users were more discriminating. We conclude that experience and time constraints significantly influence online restaurant selection strategies. These findings contribute to understanding consumer behavior in hospitality contexts, provide insights for hospitality managers to optimize digital presence, extends the theoretical framework of hospitality consumer decision-making.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104306"},"PeriodicalIF":9.9,"publicationDate":"2025-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144169158","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":"Artificial Intelligence (AI) in Human Resource Management (HRM): A driver of organizational dehumanization and negative employee reactions","authors":"Hyejo Hailey Shin , Sungwoo Choi , Hyunsu Kim","doi":"10.1016/j.ijhm.2025.104230","DOIUrl":"10.1016/j.ijhm.2025.104230","url":null,"abstract":"<div><div>Recognizing the growing use of artificial intelligence (AI) in human resource management, this research aimed to investigate the impact of AI’s involvement in HR operations on employee reactions. Study 1 examined the positive impact of AI’s involvement in HR operations on turnover intention, mediated by organizational dehumanization in the promotion decision context. In the performance evaluation context, Study 2 investigated the effect of AI’s involvement in HR operations on behavioral (turnover intention) and attitudinal (affective commitment) reactions, via organizational dehumanization. Study 3 tested organizational climate as the boundary condition in the relationships between AI’s involvement in HR operations, organizational dehumanization, and employee reactions, with an additional behavioral reaction (punishing behavior). The findings showed that AI’s involvement in HR operations leads to increased organizational dehumanization, thereby evoking negative employee reactions. Furthermore, the effect of AI’s involvement in HR operations was found to be more salient in organizations with a collaborative climate.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104230"},"PeriodicalIF":9.9,"publicationDate":"2025-05-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144138115","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}
Xiaoyan Yang , Kandappan Balasubramanian , Joaquim Dias Soeiro
{"title":"The effects of service quality on customer satisfaction and recommendation intention: Domestic versus international customer","authors":"Xiaoyan Yang , Kandappan Balasubramanian , Joaquim Dias Soeiro","doi":"10.1016/j.ijhm.2025.104269","DOIUrl":"10.1016/j.ijhm.2025.104269","url":null,"abstract":"<div><div>Understanding the impact of service quality on customer satisfaction and recommendation intentions is important for managers in the hospitality industry. Although extensive research has been conducted to discuss these issues, they have yet to elucidate the differences in the symmetric and asymmetric relationship between service quality and customer satisfaction, as well as recommendation intention among different customer types. Therefore, this study compares the effects of three service quality dimensions, namely infrastructure, room, and interaction quality, on customer satisfaction and recommendation intention across domestic and international customers in China. The data is derived from 4624 customer satisfaction questionnaires in five-star hotels, and partial least squares structural equation modeling and fuzzy-set qualitative comparative analysis are used to elucidate further insights. The results revealed significant differences between the effects of interaction quality on customer satisfaction and recommendation intention, with a substantially stronger effect observed among domestic customers (symmetric relationship). Moreover, the combination of service quality dimensions formulated to influence customer satisfaction and recommendation intention varies among customer types (asymmetric relationship). The study demonstrated that different customer types could moderate the relationship between service quality, customer satisfaction, and recommendation intention. The results obtained are valuable for researchers to conduct further studies and for hotel managers to develop improvement strategies to enhance satisfaction and recommendation intention.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104269"},"PeriodicalIF":9.9,"publicationDate":"2025-05-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144125234","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 dual-process underlying social presence and behavioral responses: A meta-analysis review in the hospitality and tourism contexts","authors":"Linghan Zhang , Pei Liu , Jiahui Wang , Xuan Tang","doi":"10.1016/j.ijhm.2025.104240","DOIUrl":"10.1016/j.ijhm.2025.104240","url":null,"abstract":"<div><div>Social presence has emerged as a critical factor in explaining behavioral responses within hospitality and tourism services. Despite substantial research, the mechanisms linking social presence to behavior remain unclear, particularly in technology-mediated communications. This study addresses this gap through a theory-driven meta-analytic review applying the Heuristic-Systematic Model (HSM). We examine four key mechanisms: (1) affective experience, (2) attitudinal experience, (3) cognitive evaluation, and (4) relationship evaluation. Through meta-analytic structural equation modeling (metaSEM) of 40 studies (N = 15,224), we demonstrate that the HSM provides a robust framework for understanding social presence effects. Our findings reveal that heuristic processing (particularly affective experience) has significantly stronger mediating effects than systematic processing, with relationship evaluation emerging as another critical mediator. These results advance theoretical understanding of social presence while offering practical insights for designing more effective technology-mediated services in hospitality and tourism industries.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104240"},"PeriodicalIF":9.9,"publicationDate":"2025-05-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144115399","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}