International Journal of Hospitality Management最新文献

{"title":"Practicing hospitality contributes to the outcomes of patient-centered care","authors":"Jibin Yu","doi":"10.1016/j.ijhm.2025.104363","DOIUrl":"10.1016/j.ijhm.2025.104363","url":null,"abstract":"<div><div>In recent years, scholars have actively promoted the application of hospitality in health care, more empirical evidence becomes necessary to support its integration. In this context, the present study examines how practicing hospitality within patient-centered care is associated with patient outcomes. Using 176 matched datasets from caregivers, their supervisors, and patients in China’s health care sector, the study shows that caregivers’ patient-centeredness is linked to patients’ mental health through patients’ perceptions of hospitality-related behaviors, such as empathy, attentiveness, and courtesy. Caregivers’ communication skills moderate the relationship between patient-centeredness and patients’ perceptions of empathy and courtesy but not attentiveness. Patients’ mental health is also positively associated with their satisfaction with health care services. This study contributes a culturally grounded understanding of how hospitality elements operate within patient-centered care and offers practical insights to guide caregiver training, recruitment, and service improvement in evolving health care environments.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104363"},"PeriodicalIF":9.9,"publicationDate":"2025-07-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144597299","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":"Optimizing online hotel ADS: The role of emotional and experiential images and banner placement in capturing visual attention","authors":"Andrés Fernández-Martín ,&nbsp;Sara Campo ,&nbsp;Desiderio Gutiérrez-Tano ,&nbsp;Ricardo Jesús Díaz-Armas","doi":"10.1016/j.ijhm.2025.104361","DOIUrl":"10.1016/j.ijhm.2025.104361","url":null,"abstract":"<div><div>This study investigates how the type of image used in hotel advertising banners and their position on the web can influence the attentional capture of internet users. Using eye tracking technology, the visual behavior of a sample of 90 participants was recorded while browsing real websites, created ad hoc, with dynamic banners of different formats, positions and images. The results indicate that both the location and type of image are crucial to maximize the effectiveness of the banner ad. Banners incorporating images with faces of people expressing happiness or conveying positive experiences or feelings attract and retain attention more effectively than those showing conventional images of hotel facilities. In addition, the effect of the image on visual attention appears to be moderated by the position of the banner on the web. This study contributes to the field of tourism marketing by providing empirical evidence on ad design and positioning strategies that help combat the phenomenon of banner blindness. The findings offer valuable insights for tourism marketers, enabling them to optimize the visibility and impact of their online advertising campaigns.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104361"},"PeriodicalIF":9.9,"publicationDate":"2025-07-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144587587","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":"Exploring hotel attributes and values for families with children with autism spectrum disorder: A laddering approach","authors":"Jessica Mei Pung ,&nbsp;Marcello Atzeni ,&nbsp;Giacomo Del Chiappa","doi":"10.1016/j.ijhm.2025.104368","DOIUrl":"10.1016/j.ijhm.2025.104368","url":null,"abstract":"<div><div>Inclusive and adequate leisure is particularly needed by families with children with autism spectrum disorder (ASD). Since few studies have examined these families’ experiences in the hospitality context, the present research adopts a laddering approach stemming from means-end theory, to interview sixteen families with children with ASD. A set of 16 attributes (7 concrete and 8 abstract attributes), 14 consequences (6 functional and 8 psycho-social consequences) and 16 values (6 instrumental and 10 terminal values) attached to ideal hotel stays was identified. The findings suggest that a range of attributes and consequences should be considered in the design of infrastructure, operations and service in the hospitality context. While individual needs vary, decision making is informed by values, which are meaningful for the delivery and promotion of quality experiences. Recommendations to address practical issues and promoting more inclusive stays are provided.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104368"},"PeriodicalIF":9.9,"publicationDate":"2025-07-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144587474","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":"Winery destination experienscape and its influences on resident and visitor behavior","authors":"Asli D.A. Tasci,&nbsp;Ady Milman,&nbsp;Robin M. Back","doi":"10.1016/j.ijhm.2025.104366","DOIUrl":"10.1016/j.ijhm.2025.104366","url":null,"abstract":"<div><div>As wine tourism has gained academic attention, researchers have endeavored to identify the dimensions of a winery service environment. Nonetheless, the influence of these dimensions on consumer behavior, especially from visitor and resident perspectives, is lacking. The current study investigated wine destination experienscape using survey data from residents living around Florida wineries (n = 232) and visitors to Florida wineries (n = 434), and identified four winery destination experienscape components: Service and Social Atmosphere; Brand Image, Quality, and Value; Access and Safety; and Respect for Nature and Culture in Florida. Only the Brand Image, Quality, and Value component consistently explained the significance of the winery visit in the overall trip experience, satisfaction with the winery visit, and the likelihood of revisiting the winery for both residents and visitors. Other components exerted some influence on the behaviors of either visitors or residents.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104366"},"PeriodicalIF":9.9,"publicationDate":"2025-07-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144570681","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":"Can Augmented Reality (AR) enhance how restaurants present Farm-to-Table information? The role of cognitive absorption, learning gains, and brand image congruence","authors":"Jiyoon (Jennifer) Han ,&nbsp;Soobin Seo ,&nbsp;Elizabeth A. Howlett","doi":"10.1016/j.ijhm.2025.104340","DOIUrl":"10.1016/j.ijhm.2025.104340","url":null,"abstract":"<div><div>This study examines whether disclosing Farm-to-Table (FTT) information through an Augmented Reality (AR) menu increases customers' information sharing intentions and visit intentions. Study 1, using a single-factor, three-group experiment in a local restaurant setting, demonstrated that AR was more effective at disclosing FTT information and enhancing customers' behavioral intentions. This effect was mediated by cognitive absorption and perceived learning gains. Study 2, using a 2 × 2 experimental design in a chain restaurant setting, found that AR FTT disclosure significantly improved the perceived healthiness of the brands. The results also showed that AR was more effective in enhancing FTT disclosure for brands with a high level of healthy image congruency, highlighting the moderating role of brand image. These findings offer valuable theoretical and practical insights into the restaurant industry.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104340"},"PeriodicalIF":9.9,"publicationDate":"2025-07-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144579336","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":"How pet-owning restaurant customers’ experiences shape their emotional reactions: evidence from PLS-SEM and text mining","authors":"Xingyi Zhang ,&nbsp;Sijun Liu ,&nbsp;Xiaolong Shao","doi":"10.1016/j.ijhm.2025.104355","DOIUrl":"10.1016/j.ijhm.2025.104355","url":null,"abstract":"<div><div>Due to the rapid growth in pet ownership in the United States, the demand for pet-friendly restaurants has increased significantly in recent years. This study aims to explore how pet-owning customers’ experiences with various aspects of pet-friendly foodservice influence their emotional experiences using a mixed-methods approach. Study 1 analyzed user-generated data using a text-mining approach to explore factors shaping pet-owning customers’ experiences at restaurants. Study 2 employed an online survey and partial least squares structural equation modeling to examine the relationships between pet-owning customers’ experiences, cognitive empathy from restaurants, and their emotional well-being. The results of Study 1 identified six key aspects of pet-owning customers’ experiences and their relationships with customers’ emotions. The findings from Study 2 highlighted the effects of pet-owning customers’ experiences on emotional well-being and the mediating role of cognitive empathy. This study provides effective recommendations for restaurant practitioners to design effective pet-friendly services.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104355"},"PeriodicalIF":9.9,"publicationDate":"2025-07-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144579337","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":"Unveiling the role of service quality in the quick service restaurant sector: An integrative review","authors":"Mario Mendocilla ,&nbsp;Paloma Miravitlles ,&nbsp;Jorge Matute","doi":"10.1016/j.ijhm.2025.104367","DOIUrl":"10.1016/j.ijhm.2025.104367","url":null,"abstract":"<div><div>This study methodically examines the extant literature on service quality assessment in the Quick-Service Restaurant (QSR) sector to gain a deeper understanding of its role in this particular sector and to identify consistent criteria for its future assessment and management by scholars and practitioners. An integrative review method is used to synthesize the literature from 1990 to 2024 and offer fresh insights and perspectives through critical analysis. A total of 108 studies assessing perceptions of service quality have been identified, of which nine identify factors that drive service quality, 69 assess the effects of service quality on various attitudinal and behavioral responses of customers, and only ten assess moderating effects on the relationships between service quality and various customer responses. However, this review reveals that only one study has evaluated items related to self-ordering technologies when measuring perceived service quality. The primary contribution is the presentation of a conceptual landscape of service quality in the QSR context, along with recommended guidelines for assessing service quality. Additionally, ten avenues for future research are proposed.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104367"},"PeriodicalIF":9.9,"publicationDate":"2025-07-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144579338","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 cast shadows: The supervisor-employee-customer triangle of abusive supervision with evidence from the hotel industry","authors":"Ishani Sharma ,&nbsp;Weng Marc Lim ,&nbsp;Arun Aggarwal","doi":"10.1016/j.ijhm.2025.104344","DOIUrl":"10.1016/j.ijhm.2025.104344","url":null,"abstract":"<div><div>Guided by the conservation of resources (COR) theory, this study aims to explore the dynamics between abusive supervision and customer-oriented organizational citizenship behavior (COOCB) within the supervisor-employee-customer triangle. Specifically, this study examines the mediating role of affective commitment and the moderating role of supervisor organizational embodiment in these relationships. The goal is to elucidate how negative supervisory behaviors can impact employee commitment that eventually affect customer experiences. Adopting a cross-sectional research design, data was collected from frontline employees in four- and five-star hotels across India, a context with rich supervisor-employee-customer interactions. Covariance-based structural equation modeling (CB-SEM) was employed to examine the relationships among abusive supervision, affective commitment, supervisor organizational embodiment, and COOCB. This method allows for a comprehensive examination of main (direct), mediation (indirect), and moderation (conditional) effects within the supervisor-employee-customer triangle of abusive supervision. The findings indicate that abusive supervision negatively affects both affective commitment and COOCB. Affective commitment mediates the relationship between abusive supervision and COOCB, suggesting that diminished employee commitment due to negative supervisory practices leads to reduced customer-focused actions. Moreover, the lack of supervisor organizational embodiment exacerbates the negative impact of abusive supervision on COOCB. This indicates that when employees perceive their supervisor as not aligned with or representative of the organization’s values, the harmful effects of abusive supervision are intensified. Therefore, this study contributes by providing empirical evidence on the mediating role of affective commitment and the moderating role of supervisor organizational embodiment in the relationship between abusive supervision and COOCB. Highlighting the detrimental effects of abusive supervision, this study underscores the necessity of addressing harmful supervisory practices to enhance employee commitment and COOCB. The findings advocate for more humane and supportive leadership practices to foster a healthier work environment and improve service quality and customer satisfaction. Despite the seminal supervisor-employee-customer triangle presented, the study remains limited in concepts and contexts, prompting the need for further research.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"132 ","pages":"Article 104344"},"PeriodicalIF":9.9,"publicationDate":"2025-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144570017","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":"Responsible leadership and job embeddedness in hospitality: The role of managers’ light-triad personality and employees’ prosocial identity","authors":"Osman Seray Özkan ,&nbsp;Irene Huertas-Valdivia ,&nbsp;Burcu Üzüm ,&nbsp;Irene Contreras-Gordo","doi":"10.1016/j.ijhm.2025.104351","DOIUrl":"10.1016/j.ijhm.2025.104351","url":null,"abstract":"<div><div>Responsible leaders demonstrate their concern and accountability to diverse groups of stakeholders. This emerging leadership style is relevant to and necessary in the hospitality industry, as hospitality organizations face increasing complexity in stakeholders’ demands. Despite this complexity, little is known about responsible leadership’s antecedents and consequences for hotel workers. Drawing on conservation of resources theory, we explore whether the trait of light-triad personality is related to responsible leadership, based on employees’ perceptions of their leaders’ behavior. The findings also demonstrate the relationship between managers’ responsible leadership and employees’ job embeddedness, and confirm company prosocial identity as a boundary condition in that relationship. Structural equation modeling was employed to test the theoretical model, using 407 hotel workers’ responses collected in Turkey. The findings confirm all proposed relationships. This study makes important theoretical contributions and has implications for the hotel context.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104351"},"PeriodicalIF":9.9,"publicationDate":"2025-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144491103","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":"USA wine consumers’ self-expansion to territorial brand attachment","authors":"Matthew Coyne ,&nbsp;A. George Assaf,&nbsp;Muzaffer Uysal","doi":"10.1016/j.ijhm.2025.104342","DOIUrl":"10.1016/j.ijhm.2025.104342","url":null,"abstract":"<div><div>Although the U.S. wine market is one of the largest in the world, recent growth has slowed. Marketers call for expanding the consumer base through health messaging and encouraging potential consumers to envision themselves as wine enthusiasts. This research considers these elements as facets of consumer self-awareness, exploring how emotional attachment to a Territorial Wine Brand (TWB) develops. Drawing on Self-Expansion Theory, the study posits that consumers seek to enhance their self-concept through wine, which drives attachment following a progression from cognitively to affectively oriented consumer self-knowledge. Using data from online surveys of wine consumers from the USA (n = 350), we show that ideal self-congruence and consumer well-being positively influence wine involvement and consumer perceived value, ultimately enhancing TWB attachment. Building upon Bowlby’s Attachment Theory, the concept of “terroir” in wine hospitality bridges diverse perspectives on attachment to places and brands. This study concludes with theoretical and practical implications for wine hospitality providers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104342"},"PeriodicalIF":9.9,"publicationDate":"2025-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144364592","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}