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International Journal of Hospitality Management最新文献

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Emotional intelligence in tourism and hospitality: A bibliometric analysis
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-03-07 DOI: 10.1016/j.ijhm.2025.104141
Bruno Santucci de Oliveira, Ana Paula Lisboa Sohn
{"title":"Emotional intelligence in tourism and hospitality: A bibliometric analysis","authors":"Bruno Santucci de Oliveira,&nbsp;Ana Paula Lisboa Sohn","doi":"10.1016/j.ijhm.2025.104141","DOIUrl":"10.1016/j.ijhm.2025.104141","url":null,"abstract":"<div><div>Emotional intelligence is a topic that has gained attention in the tourism and hospitality literature. However, the understanding of emotional intelligence is diverse, with multiple theoretical and methodological perspectives. This study analyzes publications on emotional intelligence in tourism and hospitality and assesses the state of the art. A bibliometric analysis of 97 studies reveals the complex diversity and breadth of the topic and identifies nine thematic clusters. The analysis of the keywords and their groupings revealed an extensive interweaving of related themes. Although some of the terms used in the papers are theoretically the same, no study links them in practice. The interconnectedness of these themes suggests that emotional intelligence should not be approached in isolation. The results also indicate shortcomings in the practical implications and possible improvements to be considered methodologically in future research.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"128 ","pages":"Article 104141"},"PeriodicalIF":9.9,"publicationDate":"2025-03-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143563206","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
The impact of self-disclosure between a golf caddie and a golfer on their relationship improvement: Focusing on the social penetration theory
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-03-06 DOI: 10.1016/j.ijhm.2025.104160
Jinsoo Hwang , Heather (Markham) Kim , Jinkyung Jenny Kim
{"title":"The impact of self-disclosure between a golf caddie and a golfer on their relationship improvement: Focusing on the social penetration theory","authors":"Jinsoo Hwang ,&nbsp;Heather (Markham) Kim ,&nbsp;Jinkyung Jenny Kim","doi":"10.1016/j.ijhm.2025.104160","DOIUrl":"10.1016/j.ijhm.2025.104160","url":null,"abstract":"<div><div>The main objective of this study is to find out how to form rapport between a golf caddie and a golfer based on the social penetration theory. The data was collected from 384 golf players in South Korea for this, and the data was analyzed using a confirmatory factor analysis and structural equation modeling in the AMOS program. The data analysis results indicated that there is a positive relationship between golf caddie disclosure and golfer disclosure. In addition, it was found that the two types of disclosures have a positive influence on rapport, which in turn positively affects golf satisfaction and behavioral intentions. Lastly, the data analysis results showed gender moderated the relationship between golf caddie disclosure and rapport.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"128 ","pages":"Article 104160"},"PeriodicalIF":9.9,"publicationDate":"2025-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143563205","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
Intelligence and humanness as key drivers of service value in Generative AI chatbots
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-03-05 DOI: 10.1016/j.ijhm.2025.104130
Luis V. Casaló , Paola Millastre-Valencia , Daniel Belanche , Carlos Flavián
{"title":"Intelligence and humanness as key drivers of service value in Generative AI chatbots","authors":"Luis V. Casaló ,&nbsp;Paola Millastre-Valencia ,&nbsp;Daniel Belanche ,&nbsp;Carlos Flavián","doi":"10.1016/j.ijhm.2025.104130","DOIUrl":"10.1016/j.ijhm.2025.104130","url":null,"abstract":"<div><div>Automated service agents with different levels of artificial intelligence (AI) - mechanical, analytical, and emotional - are gradually replacing employees in their interactions with customers. Previous research suggests that these agents (e.g., chatbots) should embed human behavioral traits such as warmth, competence, and even automated social presence (i.e., perceiving that one is interacting with someone else). However, it is unknown whether different levels of AI are perceived by customers as features increasing humanness and, subsequently, leading to higher functional, monetary, social, or emotional value. Through an experimental design based on tourism chatbots, the results from structural equation analysis reveal that whereas mechanical AI decreases automated social presence, analytical AI increases perceptions of competence and warmth, and emotional AI improves all humanness cues. The article merges the research streams of service agent design and customers’ perceptions of humanness to guide tourism managers in implementing generative AI agents to increase service value.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"128 ","pages":"Article 104130"},"PeriodicalIF":9.9,"publicationDate":"2025-03-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143551833","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
An empirical investigation of wine sales as a driver of financial performance in restaurants: Insights from real-world sales data
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-03-04 DOI: 10.1016/j.ijhm.2025.104139
Jun Young CHON , Olivier GERGAUD , Cindy Yoonjoung HEO
{"title":"An empirical investigation of wine sales as a driver of financial performance in restaurants: Insights from real-world sales data","authors":"Jun Young CHON ,&nbsp;Olivier GERGAUD ,&nbsp;Cindy Yoonjoung HEO","doi":"10.1016/j.ijhm.2025.104139","DOIUrl":"10.1016/j.ijhm.2025.104139","url":null,"abstract":"<div><div>This study utilizes actual restaurant sales data to investigate the factors influencing wine prices and overall revenue, offering practical insights into effective sales strategies. The findings show that later-arriving guests tend to purchase more expensive wine bottles, while the presence of a sommelier increases wine sales by 11.5 %, though it does not impact the price of the wine selected. Additionally, longer stays at the restaurant correlate with higher spending on both food and wine, with regular customers generally outspending infrequent ones. Business dinners are associated with significantly higher wine prices compared to social dinners with friends. While the key factors influencing wine prices may vary depending on the restaurant's positioning and nature, this research broadens the understanding of the diverse elements affecting wine pricing and revenue. It also provides a valuable benchmark for future studies, contributing both academically and practically.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"128 ","pages":"Article 104139"},"PeriodicalIF":9.9,"publicationDate":"2025-03-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143551832","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
Warmhearted cues: A study of the impact of social mindfulness on trust repair by intelligent customer service in service recovery
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-02-28 DOI: 10.1016/j.ijhm.2025.104131
Hao Meng , Qun Xiao , Yanping Na
{"title":"Warmhearted cues: A study of the impact of social mindfulness on trust repair by intelligent customer service in service recovery","authors":"Hao Meng ,&nbsp;Qun Xiao ,&nbsp;Yanping Na","doi":"10.1016/j.ijhm.2025.104131","DOIUrl":"10.1016/j.ijhm.2025.104131","url":null,"abstract":"<div><div>With the rapid development of artificial intelligence, intelligent customer service system based on intelligent recognition and natural language interaction has become a key factor to improve service quality in many service industries. However, the phenomenon of \"high capability and low enthusiasm\" in service recovery has become one of the major challenges in the development, design and deployment of intelligent customer service. This study explores the impact of customers' perception of intelligent customer service's social mindfulness cues on the trust restoration mechanism in human-computer interaction service recovery from the perspective of customers' perceptions, which expands new clues that can help restore trust. In addition, this study examines how customer perceptions of social mindfulness changes affect the trust repair process under different levels of time urgency (high vs low) and in different task-oriented scenarios (practical vs hedonic). Results from the experiments suggest that providing high social mindfulness level of service can be more effective in recovering trust, particularly for high time urgency and practical task scenarios. The findings of this study provide important strategic references for service organisations in building design frameworks for intelligent customer service and developing recovery strategies.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"128 ","pages":"Article 104131"},"PeriodicalIF":9.9,"publicationDate":"2025-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143511664","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
Survival determinants and prediction for Airbnb listings
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-02-28 DOI: 10.1016/j.ijhm.2025.104132
Mingming Hu , Limei Yang , Jinah Park , Minkun Liu
{"title":"Survival determinants and prediction for Airbnb listings","authors":"Mingming Hu ,&nbsp;Limei Yang ,&nbsp;Jinah Park ,&nbsp;Minkun Liu","doi":"10.1016/j.ijhm.2025.104132","DOIUrl":"10.1016/j.ijhm.2025.104132","url":null,"abstract":"<div><div>This study assesses these events’ effects on business survival and alleviation strategies in the context of peer-to-peer (P2P) accommodation sharing. We specifically examined the COVID-19 pandemic’s impact on Airbnb in Shanghai, China. Results indicated a decline in listings’ average survival probability from 56.84 % to 50.08 % after the outbreak, with this downturn being more severe in 2020 than in 2021. Based on dynamic capabilities theory and Aristotle’s rhetorical theory, trust was found to play a significant moderating role: higher response rates and review ratings could attenuate the observed negative effect, whereas larger accommodation capacities may intensify it. We also developed models to predict Airbnb listings’ survival probability and identify factors influencing longevity. The best-performing prediction model (i.e., a random forest model) highlighted the listing’s age and COVID-19 incidence as key in predicting a listing’s survival. This study enriches theories in tourism and hospitality and points to techniques for fortifying businesses’ resilience.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"128 ","pages":"Article 104132"},"PeriodicalIF":9.9,"publicationDate":"2025-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143511665","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
Internationalization and stock returns during the pandemic: Hotels vs. casinos
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-02-27 DOI: 10.1016/j.ijhm.2025.104138
SoYeon Jung , Seoki Lee
{"title":"Internationalization and stock returns during the pandemic: Hotels vs. casinos","authors":"SoYeon Jung ,&nbsp;Seoki Lee","doi":"10.1016/j.ijhm.2025.104138","DOIUrl":"10.1016/j.ijhm.2025.104138","url":null,"abstract":"<div><div>This study explores the impact of COVID-19 on stock returns and the role of internationalization on the relationship between COVID-19 and stock returns by employing generalized estimating equations with weekly stock returns during 2020 for U.S. hotels and casinos. This study uncovers that as COVID-19 cases rose, hotel firms’ stock returns increased, while casino firms’ stock returns decreased. This study further discloses that the linkage between the pandemic and stock returns depends on the level of internationalization. That is, internationalization is found to hinder hotels from realizing their stock gains while mitigating casinos’ shocks to stock declines during the pandemic. The findings of the present study support the overarching effect of internationalization on stock returns during the pandemic and add clarity to the hospitality literature by focusing on the hotel and casino subsectors.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"128 ","pages":"Article 104138"},"PeriodicalIF":9.9,"publicationDate":"2025-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143508547","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
The wait for authenticity: The role of consumer innovativeness in shaping food truck perceptions 等待真实：消费者创新能力在塑造餐车认知中的作用
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-02-26 DOI: 10.1016/j.ijhm.2025.104137
Wei Wang
{"title":"The wait for authenticity: The role of consumer innovativeness in shaping food truck perceptions","authors":"Wei Wang","doi":"10.1016/j.ijhm.2025.104137","DOIUrl":"10.1016/j.ijhm.2025.104137","url":null,"abstract":"<div><div>Food trucks are crucial to food tourism for their authentic and innovative offerings. Based on the Diffusion of Innovation Theory, this study examines the predictors and mediators influencing consumer behavior in food truck consumption, with a particular focus on how waiting time acts as a moderator. Data were collected via an online sampling company. Symmetric analysis revealed that food quality and food authenticity mediate the relationships between consumer innovativeness (novelty seeking, vigilance, hedonic seeking) and behavioral intention. Waiting time was found to amplify the relationship between food authenticity and behavioral intention. Asymmetric results identified distinct configurations that predict high and low customer intentions to revisit food trucks. These findings offer significant theoretical contributions and practical implications, guiding strategies to optimize food quality, manage waiting times effectively, and encourage customer revisits. Ultimately, this research advances management practices within the food truck industry and enriches food tourism experiences.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"127 ","pages":"Article 104137"},"PeriodicalIF":9.9,"publicationDate":"2025-02-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143487403","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
Adapting sense of presence to product uncertainties in crafting augmented reality enhanced experiences
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-02-26 DOI: 10.1016/j.ijhm.2025.104142
Hua Fan , Yimeng Xu , Diandian Xiang , Mengqi Ge
{"title":"Adapting sense of presence to product uncertainties in crafting augmented reality enhanced experiences","authors":"Hua Fan ,&nbsp;Yimeng Xu ,&nbsp;Diandian Xiang ,&nbsp;Mengqi Ge","doi":"10.1016/j.ijhm.2025.104142","DOIUrl":"10.1016/j.ijhm.2025.104142","url":null,"abstract":"<div><div>Grounded in situated cognition theory, this study explores the differential effectiveness of sense of presence (i.e., social vs. spatial presence) created by augmented reality mobile applications (AR apps) in crafting tourists’ AR-enhanced experience under product quality and fit uncertainties. An online survey conducted with 1970 users of tour apps indicates that social presence is more effective than spatial presence in fostering informative customer experiences but less effective in generating entertaining experiences. A field experiment involving 1584 users of a hotel chain’s mobile app corroborates these findings and further demonstrates that when product quality uncertainty is high, the advantage of social presence over spatial presence in promoting informative experiences becomes even more pronounced. Conversely, when product fit quality is high, the benefit of spatial presence over social presence in creating entertaining experiences diminishes. These insights not only contribute valuable knowledge to the study of AR applications in travel and tourism but also offer practical recommendations for businesses on how to optimize the sense of presence in their AR apps to address product uncertainties and enhance customer experience.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"127 ","pages":"Article 104142"},"PeriodicalIF":9.9,"publicationDate":"2025-02-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143487402","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
Relationship between technology readiness, AI adoption and value creation in hospitality industry: Moderating role of technological turbulence
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2025-02-25 DOI: 10.1016/j.ijhm.2025.104133
Syed Shah Alam , Husam Ahmad Kokash , Mst. Nilufar Ahsan , Saif Ahmed
{"title":"Relationship between technology readiness, AI adoption and value creation in hospitality industry: Moderating role of technological turbulence","authors":"Syed Shah Alam ,&nbsp;Husam Ahmad Kokash ,&nbsp;Mst. Nilufar Ahsan ,&nbsp;Saif Ahmed","doi":"10.1016/j.ijhm.2025.104133","DOIUrl":"10.1016/j.ijhm.2025.104133","url":null,"abstract":"<div><div>This study explores the relationship between technology readiness, AI adoption, dynamic capabilities, sustainable competitive advantage, and technological turbulence, assessing their collective impact on value creation within the Malaysian hospitality industry. Employing the Resource-Based View, Dynamic Capabilities Framework, and Contingency Theory, the research analyzes these strategic elements' roles in enhancing organizational performance. Using stratified purposive sampling, data was collected from 336 respondence. Structural equation modeling was utilized to analyze the relationships among the constructs. The results reveal that technology readiness and AI adoption positively influence value creation, with AI adoption playing a direct role in enhancing organizational capabilities and efficiencies. Interestingly, dynamic capabilities exhibited a complex impact, initially impeding value creation due to transitional challenges, but ultimately proving crucial in navigating technological turbulence. Sustainable competitive advantage emerged as a significant mediator, translating AI adoption and dynamic capabilities into enhanced value creation. However, the moderating effects of technological turbulence were selective, significantly influencing only the relationship between dynamic capabilities and value creation. These findings underscore the nuanced interplay between strategic resources and environmental factors in driving value creation in a technologically evolving industry.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"127 ","pages":"Article 104133"},"PeriodicalIF":9.9,"publicationDate":"2025-02-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143479898","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
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