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

Why do guests avoid my hotel? Understanding hotel avoidance 客人为什么不来我的酒店？了解酒店回避

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-15 DOI: 10.1016/j.ijhm.2025.104443

Yulan Fan , IpKin Anthony Wong , Xingyu Hou

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引用次数: 0

Engage more and burnout less through love! Examining the mechanism of hotel department managers’ brand love and health 通过爱，更多地投入，更少地倦怠！考察酒店部门经理品牌热爱与健康的机制

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-15 DOI: 10.1016/j.ijhm.2025.104420

Yao-Chin Wang , Allan Cheng Chieh Lu

引用次数: 0

Frontline employees' responses to customer abuse of robots: An emotional and cognitive perspective 一线员工对顾客滥用机器人的反应：情感和认知视角

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-15 DOI: 10.1016/j.ijhm.2025.104441

Ping Sun , Hongyu Chen , Aijing Liu

{"title":"Frontline employees' responses to customer abuse of robots: An emotional and cognitive perspective","authors":"Ping Sun , Hongyu Chen , Aijing Liu","doi":"10.1016/j.ijhm.2025.104441","DOIUrl":"10.1016/j.ijhm.2025.104441","url":null,"abstract":"<div><div>The growing incidence of robot abuse in public settings has become a notable concern in human–robot interactions. However, previous studies have focused on bystanders’ various reactions, whereas the responses and underlying mechanisms triggered by witnessing robot abuse remain underexplored. Therefore, drawing on the dual-process theory, this study examined the varied responses of frontline employees’ to witnessing the abuse of various task-focused robots. This study conducted two scenario-based experiments with full-time hospitality employees. The results revealed that employees who observed customers’ abuse of robots performing functional tasks were inclined to engage in customer-oriented behavior, and this association was mediated by performance stress (conscious/cognitive processing path). Conversely, witnessing the abuse of robots performing social tasks triggered moral outrage and enhanced retaliatory behavioral intentions (intuitive/affective processing path). Additionally, organizational service climate moderated these effects, increasing the impact of performance stress on customer-oriented behavior and decreasing the impact of moral outrage on retaliatory behavioral intentions. This study enriches the understanding of the spillover effects of robot abuse within the hospitality service triad.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104441"},"PeriodicalIF":8.3,"publicationDate":"2025-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145060900","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

Virtual influencers as endorsers in hospitality green marketing 虚拟影响者作为酒店绿色营销的支持者

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-15 DOI: 10.1016/j.ijhm.2025.104455

Huiling Huang , Jing Yu , Dongming Jiang , Tiancheng Wang

引用次数: 0

Active participation matters: Impacts of green organizational identity on employees' voluntary green behaviors 积极参与关系：绿色组织认同对员工自愿绿色行为的影响

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-15 DOI: 10.1016/j.ijhm.2025.104447

M. Omar Parvez , Woo Gon Kim , Ataul Karim Patwary , Noor Azimin Zainol

引用次数: 0

The effects of generative artificial intelligence on consumers in hospitality and tourism: A systematic review and future research directions 生成性人工智能对酒店和旅游业消费者的影响：系统回顾和未来研究方向

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-15 DOI: 10.1016/j.ijhm.2025.104452

Mengying Zhang , Furui Yi , Dogan Gursoy

引用次数: 0

The paradox of robot social competence: An inverted U-shaped impact on job insecurity and resulting employee responses 机器人社会能力的悖论：对工作不安全感的倒u型影响和由此产生的员工反应

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-13 DOI: 10.1016/j.ijhm.2025.104449

Zhusheng Wu, Dan Huang, Jiayu Shang

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引用次数: 0

Preference reversal of green tourism products 绿色旅游产品偏好逆转

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-13 DOI: 10.1016/j.ijhm.2025.104430

Yaoqi Li , Lixin Peng , Xinying Zeng

引用次数: 0

Robotics and AI automation in hospitality and tourism: An ability-based approach 酒店和旅游业中的机器人和人工智能自动化：基于能力的方法

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2025-09-12 DOI: 10.1016/j.ijhm.2025.104456

Jacques Bulchand-Gidumal , Gabriela Cabello-Pestano , Santiago Melián-González

引用次数: 0

Attribute-based pricing in hotels: Analyzing industry, customer, and behavioral insights 酒店基于属性的定价：分析行业、顾客和行为洞察