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International Journal of Hospitality Management最新文献

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Wellness dimensions of hospitality employees: A systematic review 酒店业员工的健康维度：系统回顾
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-18 DOI: 10.1016/j.ijhm.2024.103958
Michelle Alcorn, Bonhak Koo
{"title":"Wellness dimensions of hospitality employees: A systematic review","authors":"Michelle Alcorn,&nbsp;Bonhak Koo","doi":"10.1016/j.ijhm.2024.103958","DOIUrl":"10.1016/j.ijhm.2024.103958","url":null,"abstract":"<div><div>The purpose of this study is to systematically review and synthesize the existing employee wellness literature on studies conducted in the hospitality context, connecting the various dimensions of wellness, identifying theoretical perspectives, and discussing future research opportunities. Using the PRISMA method, 149 full-length articles related to the wellness of hospitality employees were systematically reviewed. Articles were published in top hospitality journals from 2006 to 2022. Using SAMHSA wellness dimensions, the articles were categorized and conceptualized with occupational and emotional wellness as the most researched dimensions. The most adopted theory in hospitality wellness was the conservation of resources theory. Implications of this study for practitioners and scholars include information to assist in decision-making to improve the wellness of employees and potential research avenues based on current gaps.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103958"},"PeriodicalIF":9.9,"publicationDate":"2024-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142532765","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
Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response 服务机器人能否自我恢复？服务恢复代理和机器人服务故障类型对客户响应的影响
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103951
Yun Liu , Xingyuan Wang
{"title":"Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response","authors":"Yun Liu ,&nbsp;Xingyuan Wang","doi":"10.1016/j.ijhm.2024.103951","DOIUrl":"10.1016/j.ijhm.2024.103951","url":null,"abstract":"<div><div>As service robots become more widely deployed, the risk of service failures has increased, making it crucial to understand how service enterprises can effectively recover from such failures. Drawing on role congruity theory, we explore the performance of different recovery agents across various robot failure contexts. Through three experiments, we demonstrate that customer forgiveness and satisfaction improve for process failures caused by robots when service recovery is handled by human staff or a warm robot. Conversely, recovery efforts by human staff or a competent robot boost customer forgiveness and satisfaction in response to outcome failures triggered by robots. In addition, perceived role congruity acts as a mediator in the above interaction effects. Moreover, proactive recovery moderates these effects. This study offers a nuanced understanding of service recovery by refining robot service failure and recovery agent typologies, thereby enriching research in robot service recovery.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103951"},"PeriodicalIF":9.9,"publicationDate":"2024-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142444981","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
Well-being of hospitality employees: A systematic literature review 酒店业员工的福祉：系统文献综述
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103955
Hiroaki Saito , Danilo Brozović , Tom Baum
{"title":"Well-being of hospitality employees: A systematic literature review","authors":"Hiroaki Saito ,&nbsp;Danilo Brozović ,&nbsp;Tom Baum","doi":"10.1016/j.ijhm.2024.103955","DOIUrl":"10.1016/j.ijhm.2024.103955","url":null,"abstract":"<div><div>The hospitality industry employees' well-being is relevant for practitioners and researchers alike. Academic interest in hospitality employee well-being (EWB) has been steadily rising. Yet, the unintended result has been a fragmentation of the field, with at least 42 different theories addressing issues of EWB in hospitality. This study adopts a systematic literature review approach to re-balance a fragmentation that can lead to myopia and assesses relevant literature on EWB in hospitality. The study identifies 122 articles in 19 relevant hospitality journals listed in Scopus utilising the PRISMA process and analyses them with the help of a framework derived from well-being reviews in corresponding fields, such as human resource management. The findings account for individual, group and organisational level stressors, resources and practices affecting EWB in hospitality, and they are subsequently related to the theoretical landscape in the field, suggesting future avenues for research.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103955"},"PeriodicalIF":9.9,"publicationDate":"2024-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142444982","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
How have U.S. restaurant tips changed over time? 美国餐厅小费随着时间的推移发生了哪些变化？
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103969
Michael Lynn
{"title":"How have U.S. restaurant tips changed over time?","authors":"Michael Lynn","doi":"10.1016/j.ijhm.2024.103969","DOIUrl":"10.1016/j.ijhm.2024.103969","url":null,"abstract":"<div><div>This research note analyzes tipping percentages from academic studies of restaurant tipping and finds that tipping rates have increased over the past half century. This finding provides some evidence that tipping benefits tippers beyond helping them avoid social disapproval (Azar, 2004) and that tipping is used by consumers to compete for positional (zero-sum) benefits such as exceptional service and high status (Lynn, 2015). Since rising tipping rates increase the costs to consumers of dining out as well as pay-disparities between front-of-house and back-of-house staff, this is a trend the restaurant industry may want to try to end.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103969"},"PeriodicalIF":9.9,"publicationDate":"2024-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142444983","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
Does service innovation reduce customer defection intentions among disappointed customers? A latent growth modeling approach in the hotel sector 服务创新是否会减少失望顾客的顾客流失意向？酒店业的潜在增长建模方法
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-17 DOI: 10.1016/j.ijhm.2024.103954
Yiyue Zhang , Hong-Youl Ha
{"title":"Does service innovation reduce customer defection intentions among disappointed customers? A latent growth modeling approach in the hotel sector","authors":"Yiyue Zhang ,&nbsp;Hong-Youl Ha","doi":"10.1016/j.ijhm.2024.103954","DOIUrl":"10.1016/j.ijhm.2024.103954","url":null,"abstract":"<div><div>Despite the importance of service innovation research, it remains unclear how service innovation paradoxically induces customer defections during service failures. Using a three time-lag interval design, our findings show that customers’ negative responses to hotel betrayals outweigh their positive responses to service innovations. Thus, we demonstrate that service innovation does not always positively impact organizational performance. Similar outcomes arise when examining the insignificance of static online reviews and review change rates. We find that while customers experiencing hotel service failures are likelier to end their relationships with said hotels as their negative perceptions increase, their experiences are unaffected by the rate at which the hotel implements service innovations. Finally, online reviews directly and indirectly affect defection intentions in service failure contexts, especially when time is a factor.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103954"},"PeriodicalIF":9.9,"publicationDate":"2024-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142444980","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
Measuring the relational benefits of private club membership: A factor analytic evaluation 衡量私人俱乐部会员资格的关系利益：因素分析评估
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-16 DOI: 10.1016/j.ijhm.2024.103971
Millicent Njeri , Nathaniel D. Line , James O. Uanhoro , Jeff Allen , Kim Williams
{"title":"Measuring the relational benefits of private club membership: A factor analytic evaluation","authors":"Millicent Njeri ,&nbsp;Nathaniel D. Line ,&nbsp;James O. Uanhoro ,&nbsp;Jeff Allen ,&nbsp;Kim Williams","doi":"10.1016/j.ijhm.2024.103971","DOIUrl":"10.1016/j.ijhm.2024.103971","url":null,"abstract":"<div><div>Understanding the relational benefits private club members seek and experience is important to both club managers and researchers. However, there is limited research of such benefits in the hospitality literature. To address this gap, this study operationalizes a multidimensional scale reflective of the relational benefits private club members experience as a result of their relationship with their club. A sample of private club members from an athletics club and a beach club is used to operationalize the scale. Additionally, as a methodological contribution, this study implements a factor analytical approach that emphasizes the use of Bayesian estimation and the consideration of multiple model specifications that relax the local independence and simple structure assumptions associated with general factor analysis approaches. This contribution is suggested as best practice for all researchers using factor analysis for multidimensional construct operationalization.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103971"},"PeriodicalIF":9.9,"publicationDate":"2024-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142441241","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
A methodological exploration of generative artificial intelligence (AI) for efficient qualitative analysis on hotel guests’ delightful experiences 生成式人工智能（AI）用于酒店客人愉悦体验高效定性分析的方法论探索
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-16 DOI: 10.1016/j.ijhm.2024.103974
Hala Sun , MiRan Kim , Soyeon Kim , Laee Choi
{"title":"A methodological exploration of generative artificial intelligence (AI) for efficient qualitative analysis on hotel guests’ delightful experiences","authors":"Hala Sun ,&nbsp;MiRan Kim ,&nbsp;Soyeon Kim ,&nbsp;Laee Choi","doi":"10.1016/j.ijhm.2024.103974","DOIUrl":"10.1016/j.ijhm.2024.103974","url":null,"abstract":"<div><div>This study explores the use of generative artificial intelligence (AI), specifically ChatGPT, in analyzing qualitative data on hotel guests’ delightful experiences. To assess the utility and trustworthiness of ChatGPT as a supplementary tool, we compared human coding, guided by Grounded Theory and Qualitative Content Analysis method, with AI-augmented coding using developed prompts in analyzing survey data. Our findings reveal that the majority of ChatGPT's themes and codes of customer delight closely match those identified by human coders, suggesting its potential to streamline data analysis. However, there are also notable differences, as human coders emphasized customer-to-customer interactions and safety and security, which were not identified by ChatGPT. The research contributes to hospitality literature by establishing a methodology for using ChatGPT in qualitative analysis, highlighting its efficiency in analyzing comments and open-ended survey data.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103974"},"PeriodicalIF":9.9,"publicationDate":"2024-10-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142441242","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
Service task compatibility for human staff vs. service robots: Roles of product type and brand level 人类员工与服务机器人的服务任务兼容性：产品类型和品牌水平的作用
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-15 DOI: 10.1016/j.ijhm.2024.103952
Seonjeong (Ally) Lee , Haemoon Oh
{"title":"Service task compatibility for human staff vs. service robots: Roles of product type and brand level","authors":"Seonjeong (Ally) Lee ,&nbsp;Haemoon Oh","doi":"10.1016/j.ijhm.2024.103952","DOIUrl":"10.1016/j.ijhm.2024.103952","url":null,"abstract":"<div><div>This study explores when customers prefer service staff to service robots, or vice versa, based on uncertainty reduction theory. This study also investigates the moderating role of product type and brand level in the relationship between service agent type and experience satisfaction through perceived credibility and customer attitude. Two 2×2 between-subject experiments were conducted to test the moderated serial mediation models with product type in Study 1 and brand level in Study 2. Results show that customers tend to show higher experience satisfaction via perceived credibility and attitude toward the service agent type when they interact with service staff for inquiries of experiential products and upscale brands, compared to material products and casual brands. The study offers ways to maximize customer experience satisfaction by interactively and optimally deploying service agents and service robots for guest recommendation services, depending on the type of product and the level of brand.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103952"},"PeriodicalIF":9.9,"publicationDate":"2024-10-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142437908","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
Innovation in Crisis. The role of leadership and dynamic capabilities for a more innovative hospitality industry 危机中的创新。领导力和动态能力对提高酒店业创新能力的作用
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-14 DOI: 10.1016/j.ijhm.2024.103946
Anna M. Burton , Astrid Dickinger
{"title":"Innovation in Crisis. The role of leadership and dynamic capabilities for a more innovative hospitality industry","authors":"Anna M. Burton ,&nbsp;Astrid Dickinger","doi":"10.1016/j.ijhm.2024.103946","DOIUrl":"10.1016/j.ijhm.2024.103946","url":null,"abstract":"<div><div>This paper investigates the relationship between leadership and dynamic capabilities as drivers of innovation in the hospitality industry. Utilizing data from hospitality executives, we examine how different leadership styles impact the formation of dynamic capabilities and service innovations during unprecedented crises. This research expands extant literature by showcasing how different leadership styles impact different dynamic capabilities and in turn, innovation. We identify that innovative hospitality firms differ from non-innovative firms in their level of dynamic capability development and regarding the extent to which different leadership styles impact dynamic capabilities. The findings suggest practical implications for hospitality businesses and provide insights that can benefit policymakers in their design of a more resilient industry.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103946"},"PeriodicalIF":9.9,"publicationDate":"2024-10-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142434367","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
Corporate social responsibility needs base philosophy: An integrative multidimensional approach to hospitality employees’ green innovative behaviors 企业社会责任需要基础理念：酒店业员工绿色创新行为的多维度综合方法
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-11 DOI: 10.1016/j.ijhm.2024.103943
Shaoping Jiang , Sughra Bibi , Jiaying Lyu , Asif Khan , Zhichen Li
{"title":"Corporate social responsibility needs base philosophy: An integrative multidimensional approach to hospitality employees’ green innovative behaviors","authors":"Shaoping Jiang ,&nbsp;Sughra Bibi ,&nbsp;Jiaying Lyu ,&nbsp;Asif Khan ,&nbsp;Zhichen Li","doi":"10.1016/j.ijhm.2024.103943","DOIUrl":"10.1016/j.ijhm.2024.103943","url":null,"abstract":"<div><div>This study addresses a critical research gap in understanding the mechanisms through which corporate social responsibility (CSR) influences green innovative behaviors (GIBs) among hospitality industry employees. Despite increasing recognition of the importance of sustainability, little is known about how CSR initiatives can effectively motivate employees to engage in GIBs. This research aims to explore the conditions under which instrumental CSR (ICSR) and volunteer CSR (VCSR) foster GIBs, with a focus on the mediating roles of meaningfulness (MGF) and positive emotions (PE) and the moderating effect of perceived sustainability policy (PSP). Utilizing a survey method, data were collected from 430 hotel employees to test the proposed multi-level model. The findings reveal that MGF and PE partially mediate the impact of both ICSR and VCSR on GIBs. Furthermore, PSP was found to significantly enhance the effectiveness of CSR initiatives, particularly when initial levels of ICSR, VCSR, MGF, and PE were low. The study offers theoretical implications by integrating self-determination and need satisfaction theories with CSR research, and practical implications by providing a roadmap for hospitality organizations to strategically leverage CSR for sustainability. Future research should consider longitudinal studies and explore the role of cultural factors in CSR-GIB dynamics.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103943"},"PeriodicalIF":9.9,"publicationDate":"2024-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142424521","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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