International Journal of Hospitality Management最新文献_第4页

From cafés to clinics: Consumer attitudes toward human-like and machine-like service robot failures 从咖啡厅到诊所：消费者对类似人类和机器的服务机器人故障的态度

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-30 DOI: 10.1016/j.ijhm.2025.104319

Ezgi Merdin-Uygur , Selcen Ozturkcan

{"title":"From cafés to clinics: Consumer attitudes toward human-like and machine-like service robot failures","authors":"Ezgi Merdin-Uygur , Selcen Ozturkcan","doi":"10.1016/j.ijhm.2025.104319","DOIUrl":"10.1016/j.ijhm.2025.104319","url":null,"abstract":"<div><div>This study examines consumer evaluations of robotic service failures caused by human interference by integrating service context, robot appearance, and individual anthropomorphism tendencies into a unified model. Two between-subjects experiments were conducted. In Study 1 (N = 402), participants interacted with a healthcare or food-service bot that failed due to verbal interference. Healthcare service failure elicited significantly more negative attitudes and lower failure tolerance than food service failure, and failure tolerance fully mediated the relationship between context and attitudes. In Study 2 (N = 213), we employed a 2 × 2 design (healthcare vs. food services × human-like vs. machine-like robot) and measured perceived deservingness and trait anthropomorphism. Human-like robots were judged most harshly when failing in healthcare (vs. food) services, whereas machine-like robots received similar evaluations across contexts. Perceived deservingness of the robot mediated this interaction. Moreover, the moderated-mediation effect occurred only among individuals with low to medium anthropomorphism tendencies. By positioning failure tolerance and deservingness judgments as core mechanisms in human–robot interaction, our findings advance theoretical understanding of moral attributions in service failure. Practically, they highlight the importance of matching robot anthropomorphic cues to service criticality: less human-like designs in high-stakes environments, while more human-like appearances may be appropriate in lower-stakes settings.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"131 ","pages":"Article 104319"},"PeriodicalIF":9.9,"publicationDate":"2025-05-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144178599","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

Identifying valuable reviews for review users: The value of tag systems on hotel booking platforms 为评论用户识别有价值的评论：酒店预订平台上标签系统的价值

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-29 DOI: 10.1016/j.ijhm.2025.104291

Congyue Xu , Juan Luis Nicolau , Rob Law , Xianwei Liu

引用次数: 0

The emotional consumer: Sustainable luxury choices amid climate change 情绪化的消费者：气候变化中可持续的奢侈品选择

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-29 DOI: 10.1016/j.ijhm.2025.104290

Joo Young Kim , Yerin Yhee , Jungkeun Kim , Chulmo Koo

引用次数: 0

Effect of legal awareness of hotel employees on their job satisfaction: Mediated by organizational trust 酒店员工法律意识对工作满意度的影响：组织信任的中介作用

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-29 DOI: 10.1016/j.ijhm.2025.104294

Cem Karatay , Ali Özduran

引用次数: 0

When leaders conceal: The influence of supervisor knowledge hiding on subordinates’ perceived employability in hospitality 当领导隐瞒：主管知识隐瞒对下属待业能力感知的影响

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-29 DOI: 10.1016/j.ijhm.2025.104311

Xinling Jiang , Jie Gao , Lei Chen

{"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}

引用次数: 0

Analyzing consumer decision-making patterns in online restaurant selection: A study of information processing styles on yelp 消费者在网上餐厅选择中的决策模式分析：基于yelp信息处理风格的研究

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-29 DOI: 10.1016/j.ijhm.2025.104306

Yun Wan , Makoto Nakayama

{"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}

引用次数: 0

Artificial Intelligence (AI) in Human Resource Management (HRM): A driver of organizational dehumanization and negative employee reactions 人力资源管理中的人工智能（AI）：组织非人性化和员工负面反应的驱动因素

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-26 DOI: 10.1016/j.ijhm.2025.104230

Hyejo Hailey Shin , Sungwoo Choi , Hyunsu Kim

{"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}

引用次数: 0

The effects of service quality on customer satisfaction and recommendation intention: Domestic versus international customer 服务质量对顾客满意和推荐意愿的影响：国内与国际顾客

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-23 DOI: 10.1016/j.ijhm.2025.104269

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}

引用次数: 0

The dual-process underlying social presence and behavioral responses: A meta-analysis review in the hospitality and tourism contexts 社会存在和行为反应的双重过程：酒店和旅游背景下的荟萃分析综述

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-22 DOI: 10.1016/j.ijhm.2025.104240

Linghan Zhang , Pei Liu , Jiahui Wang , Xuan Tang

{"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}

引用次数: 0

Conceptualization of greenwashing in the hospitality industry 酒店业中“洗绿”的概念

IF 9.9 1区管理学

International Journal of Hospitality Management Pub Date : 2025-05-22 DOI: 10.1016/j.ijhm.2025.104255

Meenakshi N. , Amandeep Dhir , Priya Shah , Juan Luis Nicolau , Puneet Kaur

引用次数: 0