International Journal of Hospitality Management最新文献_第3页

Unlocking insights into customer sentiment analysis: Impact of loyalty on online hotel ratings 洞察客户情绪分析：忠诚度对在线酒店评级的影响

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-28 DOI: 10.1016/j.ijhm.2026.104574

Hanh Thi My Le , Binh T. Nguyen , Thang Quyet Nguyen

{"title":"Unlocking insights into customer sentiment analysis: Impact of loyalty on online hotel ratings","authors":"Hanh Thi My Le , Binh T. Nguyen , Thang Quyet Nguyen","doi":"10.1016/j.ijhm.2026.104574","DOIUrl":"10.1016/j.ijhm.2026.104574","url":null,"abstract":"<div><div>Large-scale social data and user-generated text are extensively important for understanding customer sentiment in the hospitality industry. The present study employs BERTopic to extract fine-grained themes from 607,451 Booking.com reviews and 782,584 TripAdvisor reviews, covering more than 13,000 hotels in Vietnam. Unlike traditional models, the BERTopic-based approach demonstrates superior efficacy in uncovering three sentiment expressions and is refined into five novel categories (facility, amenity, service, experience value and loyalty). To enhance construct validity, human-labeled sentiment analysis is combined. Econometric techniques connect aspect-based sentiment with individual ratings within the S-O-R framework. The results show that loyalty-related intentions are strongly associated with higher ratings, which highlights their mediating role between service delivery and brand equity. Managerially, the findings provide granular insights for hoteliers to build loyalty programs, optimize service strategies and strengthen online branding in modern competitive markets. We present theoretical understanding of these novel categories and provide actionable strategies for data-driven brand management.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104574"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072164","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

Consumer experiences of women’s solo stays at luxury hotels: A grounded theory approach 女性独自入住豪华酒店的消费者体验：一个扎根的理论方法

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-29 DOI: 10.1016/j.ijhm.2026.104568

Ayako Nakai

{"title":"Consumer experiences of women’s solo stays at luxury hotels: A grounded theory approach","authors":"Ayako Nakai","doi":"10.1016/j.ijhm.2026.104568","DOIUrl":"10.1016/j.ijhm.2026.104568","url":null,"abstract":"<div><div>Despite the increasing global popularity of solo travel, research specifically addressing women’s solo stays at luxury hotels remains limited. Previous studies have focused on both male and female guests at luxury accommodations. This study employs Grounded Theory to investigate the consumer experiences of women undertaking solo stays in luxury hotels. Through interviews with 17 women— professors, doctors, architects, and entrepreneurs, —who frequently stayed at luxury hotels in Japan, four principal categories — physical environment, human interaction, physical activities, and mental effects—were identified. This study contributes to the refinement of the existing consumer experience model, which traditionally comprises physical environment and human interaction, by incorporating more complex characteristics encompassing behavioral and psychological dimensions, such as physical activities and mental effects. Desirable attributes of the physical environment include scenic views, aesthetically pleasing rooms, and abundant facilities, while positive human interaction between guest and staff is appreciated by female solo travelers. These guests actively engaged in various physical activities, such as swimming, drinking at a bar, dining in the hotel, working, and using Instagram, as integral components of their consumer experiences. In safe and luxurious settings, female guests did not consistently express concerns regarding the tourist gaze or gendered risks, as noted in previous studies on women’s solo travel. Mental effects, including relaxation, self-decision, self-reflection, and the generation of new ideas, emerged as key aspects of their consumer experiences. The findings of this study offer the hospitality industry valuable insights into potential female solo stay guests as new market segment.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104568"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072157","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

Bridging entrepreneurial orientation and resilience with signaling theories: Understanding green hotel sustainability practices from hoteliers’ and customers’ perspectives 用信号理论架起企业家导向和弹性的桥梁：从酒店经营者和顾客的角度理解绿色酒店的可持续发展实践

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-23 DOI: 10.1016/j.ijhm.2026.104576

Islam Elbayoumi Salem , Ahmed Mohamed Elbaz , Badawy S.Y. Sayed , Nasser Alhamar Alkathiri , Haidar Abbas

{"title":"Bridging entrepreneurial orientation and resilience with signaling theories: Understanding green hotel sustainability practices from hoteliers’ and customers’ perspectives","authors":"Islam Elbayoumi Salem , Ahmed Mohamed Elbaz , Badawy S.Y. Sayed , Nasser Alhamar Alkathiri , Haidar Abbas","doi":"10.1016/j.ijhm.2026.104576","DOIUrl":"10.1016/j.ijhm.2026.104576","url":null,"abstract":"<div><div>This study integrates entrepreneurial resilience, entrepreneurial orientation, and signaling theories to investigate the impact of green hotels’ sustainable practices (GHSPs) on customers' perceptions and behaviors from managers’ and customers’ perspectives. The proposed multi-perspective model was tested using three studies: Study 1 investigates the relationship between sustainable entrepreneurial orientation (SEO) and GHSPs from managers' perspective and how sustainable entrepreneurial resilience (SER) shape this relationship as a conditional boundary; Study 2 examines the impact of green hotels’ overall image (GHOI) on customers' behaviors, from customers' perspective, considering the conditional effect of customers’ cognitive image (CCI); Study 3 integrates both managers’ and customers’ perspectives to understand how GHSPs affect GHOI. Multi-source and time-lagged data was collected from 167 senior managers and 332 customers. The results confirm most of the hypothesized relationships, particularly showing that when entrepreneurial resilience is high, sustainable orientation translates more strongly into sustainable practices.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104576"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146033950","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

Escalation of consumer outrage: Unraveling the amplifying conditions driving online vengeance in online travel agencies 消费者愤怒的升级：揭示推动在线旅行社在线复仇的放大条件

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-27 DOI: 10.1016/j.ijhm.2026.104582

Alireza Zolfaghari, Hwansuk Chris Choi, Statia Elliot

{"title":"Escalation of consumer outrage: Unraveling the amplifying conditions driving online vengeance in online travel agencies","authors":"Alireza Zolfaghari, Hwansuk Chris Choi, Statia Elliot","doi":"10.1016/j.ijhm.2026.104582","DOIUrl":"10.1016/j.ijhm.2026.104582","url":null,"abstract":"<div><div>The literature suggests that double deviation—an initial service failure followed by an unfair or ineffective recovery—is a key driver of online vengeance. Building on this, and using appraisal theory of emotions, this paper develops an appraisal-layer framework that, across three studies, tests three amplifiers—resource-congruent injustice, intrinsic service criticality, and negative social cues—to explain when online travel agencies' problems escalate into vindictive negative word-of-mouth (VNWOM). Study 1 offers an extension of the matching hypothesis to double-deviation contexts: congruent resource loss (distributive unfairness after outcome failures; interactional unfairness after process failures) increases VNWOM intentions, whereas procedural congruence does not. Study 2 proposes intrinsic service criticality as the baseline importance of a service type (e.g., cost at risk, interdependence with other trip elements, reversibility) that shapes appraisals before any failure occurs; Studies 2A–2B show flights/accommodations were perceived as more critical than car rentals on this dimension, and higher criticality predicts stronger VNWOM under identical double-deviation scripts, independent of perceived severity. Study 3 identifies negative social cues (exposure to others’ negative reviews) as an amplifying factor of consumer online vengeance and shows that this effect on VNWOM intentions is only modestly and partially mediated by anger. Theoretically, the study introduces appraisal-layer amplifiers that sway how double deviations are interpreted in OTA contexts. Practically, it offers guardrails to avoid same-domain “double hits,” prioritize high-criticality bookings, and respond transparently to negative reviews to curb VNWOM.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104582"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072930","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

“Not on purpose? Okay, you are forgiven.”: Consumers’ Different reactions to corporate digital irresponsibility (CDiR) “不是故意的？”好吧，我原谅你了。：消费者对企业数字不负责任的不同反应（CDiR）

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-23 DOI: 10.1016/j.ijhm.2026.104585

Hyejo Hailey Shin , Hyunsu Kim

{"title":"“Not on purpose? Okay, you are forgiven.”: Consumers’ Different reactions to corporate digital irresponsibility (CDiR)","authors":"Hyejo Hailey Shin , Hyunsu Kim","doi":"10.1016/j.ijhm.2026.104585","DOIUrl":"10.1016/j.ijhm.2026.104585","url":null,"abstract":"<div><div>As the hospitality and tourism (H&T) industry has become more reliant on digital data, the importance of responsible use of digital data (corporate digital responsibility; CDR) has become more critical than ever. However, despite the importance of CDR, H&T brands are accidentally or intentionally involved in irresponsible use of digital data (corporate digital irresponsibility; CDiR). Extending the psychological contract violation concept to consumer-brand relationship, this research, through four experimental studies, examined how the nature of CDiR incidents (accidental vs. transgressional) differently influence consumers’ responses, via brand betrayal. Furthermore, the moderating effects of consumers’ prior expectations/perceptions of brands (i.e., prior CDR advertisement) and consumer characteristics (i.e., data privacy vulnerability) were investigated as the boundary conditions. The findings from Studies 1 and 2 suggest that consumers are more likely to forgive a brand and exhibit more favorable behavioral intentions following accidental (vs. transgressional) CDiR incidents. Study 3 revealed that prior advertising of CDR practices amplifies the negative impact of transgressional CDiR. Additionally, Study 4 found that consumers who are more vulnerable to data privacy concerns experience a stronger negative impact from transgressional CDiR.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104585"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146032748","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

From service to strain:The dual-edged sword of organizational citizenship behavior directed towards customers and its impact on employee outcomes 从服务到应变：面向顾客的组织公民行为及其对员工结果的影响的双刃剑

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-23 DOI: 10.1016/j.ijhm.2026.104587

Osman M. Karatepe , Muhammad Waheed Akhtar , Qingyu Zhang , Muhammad Usman

引用次数: 0

Restaurant food safety violations prior, during, and after the COVID-19 pandemic: The viral impact on florida and predictions for the future 2019冠状病毒病大流行之前、期间和之后的餐馆食品安全违规行为：病毒对佛罗里达州的影响和未来的预测

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2025-12-17 DOI: 10.1016/j.ijhm.2025.104536

Kimberly J. Harris , Kevin S. Murphy , Zhenxian Piao , Shiva Jahani

{"title":"Restaurant food safety violations prior, during, and after the COVID-19 pandemic: The viral impact on florida and predictions for the future","authors":"Kimberly J. Harris , Kevin S. Murphy , Zhenxian Piao , Shiva Jahani","doi":"10.1016/j.ijhm.2025.104536","DOIUrl":"10.1016/j.ijhm.2025.104536","url":null,"abstract":"<div><div>This time-based study investigates food safety concerns for restaurants in Florida, which was under heightened safety advisories by the FDA and state food safety inspection services during the time periods of pre-, during- and post COVID-19. Three out of five top foodborne illness risks were identified as priority violations during the pandemic to include unclean equipment, improper holding, and personal hygiene. A sample of 16,283 restaurant inspections conducted from 2018 to 2023 was used to investigate the impact of the pandemic on violation type and inspection activity during the time periods studied. Data was obtained from the Florida’s Division of Hotels and Restaurants (DHR), managed by the Department of Business and Professional Regulations (DBPR) and included risk level, frequency of violations, and violation type. Results of binary logistic regression showed that improper food holding in post-COVID-19 increased the likelihood of increasing risk levels by 44.6 %; however, unclean equipment did not have a significant impact on risk levels during post-COVID-19. Personal hygiene showed a reduction in risk level during post-COVID by 9.4 %; although, citations for this violation increased in the intermediate and high priority risk level categories. Overall, regulation compliance varied by violation type. The long-term consequences emphasize the need for enforcement of temperature control protocol and increased expectations for improvement of personal hygiene behavior among employees. The research contributes to the limited literature investigating the pre-, during, and post-pandemic food safety inspection outcomes and calls for enforcement of enhanced food safety expectations by restaurant managers in the post-pandemic <em>new normal</em>.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104536"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145786067","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 role of information cues in shaping green restaurant intentions: An extended norm activation theory approach 信息线索在绿色餐厅意向形成中的作用：一种扩展规范激活理论方法

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-28 DOI: 10.1016/j.ijhm.2026.104590

Hanjin Lee , Jeong-Yeol Park , Denver Severt , Hyoung Ju Song

{"title":"The role of information cues in shaping green restaurant intentions: An extended norm activation theory approach","authors":"Hanjin Lee , Jeong-Yeol Park , Denver Severt , Hyoung Ju Song","doi":"10.1016/j.ijhm.2026.104590","DOIUrl":"10.1016/j.ijhm.2026.104590","url":null,"abstract":"<div><div>This study examines how intrinsic cues, such as locally sourced ingredients, and extrinsic cues, including green certifications, influence customer perceptions and intentions to visit green restaurants by integrating cue utilization theory with an extended norm activation theory (NAT). Results from a scenario-based experiment show that both types of cues significantly affect awareness of consequences, ascription of responsibility, perceived burdensomeness, and social connectedness. However, combining the two cues does not significantly amplify these effects, underscoring the complex dynamics of cue interactions. The four perceptual variables significantly influence personal norms, which in turn strongly predict intentions to visit green restaurants. Among them, social connectedness emerges as the most influential factor in shaping personal norms. This study contributes to theoretical development by incorporating perceived burdensomeness and social connectedness into NAT and offers practical insights for crafting effective sustainability messages in the hospitality context.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104590"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072162","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

Into the unknown: Shadow prices associated with direct carbon emissions in the Spanish hotel sector 进入未知：与西班牙酒店业直接碳排放相关的影子价格

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-13 DOI: 10.1016/j.ijhm.2025.104551

Christian Hernández-Guedes , Jorge V. Pérez-Rodríguez , José M. Pérez-Sánchez

引用次数: 0

An ounce of prevention is worth a pound of cure: The effects of customer incivility and employee support messages 预防胜似治疗：顾客不礼貌和员工支持信息的影响

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2025-12-10 DOI: 10.1016/j.ijhm.2025.104530

Yeonjung (Alice) Kang , Melissa A. Baker , Tiffany S. Legendre

{"title":"An ounce of prevention is worth a pound of cure: The effects of customer incivility and employee support messages","authors":"Yeonjung (Alice) Kang , Melissa A. Baker , Tiffany S. Legendre","doi":"10.1016/j.ijhm.2025.104530","DOIUrl":"10.1016/j.ijhm.2025.104530","url":null,"abstract":"<div><div>Customer incivility occurs daily, and employees are prone to uncivil customers now more than ever. Almost all research examines customer incivility reactively (post-incident). Our research addresses an important gap in examining proactive (pre-incident) firm strategies that highlight uncivil behavior is not tolerated and firms “have employees’ backs”. Employing a mixed-method approach, Study 1 uses a critical incident technique to identify service employees’ desired support from organizations and managers. Study 2 adopts an experimental design to investigate the effects of value messages and managerial actions on service employees. Findings reveal that employee-valued messages and managerial constructive resistance significantly enhance employees’ affective organizational commitment, extra-role customer service, and brand attitude. This research contributes to understanding the role of employee-valued messages and managerial constructive resistance, providing critical insights for customer incivility research and service firms to develop proactive communication strategies that support employee welfare and improve organizational outcomes.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104530"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145732695","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