International Journal of Hospitality Management最新文献

{"title":"The importance of location in restaurant delivery operation: Exploring spatial factors and operational characteristics","authors":"Sung in Kim ,&nbsp;Jaewook Kim ,&nbsp;Jewoo Kim","doi":"10.1016/j.ijhm.2025.104418","DOIUrl":"10.1016/j.ijhm.2025.104418","url":null,"abstract":"<div><div>Restaurateurs need an effective operational strategy for delivery sales, taking into consideration the fast-changing business environment and spatial location. The main purpose of this study is to find operational characteristics and the business environment that affect restaurant delivery sales. To investigate the influences of operational and spatial characteristics, a total of 24,873 restaurant data collected from Meituan.com were analyzed. Hierarchical regression analysis, hotspot analysis, and geographically weighted regression analysis (GWR) confirmed that brand, number of reviews, and delivery time should be managed differently based on restaurant location. This study's findings suggest restaurateurs should set delivery strategies that consider location, food quality management, and customer expectations for restaurant delivery operations so that they can maximize competitive advantage and minimize spatial weaknesses.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104418"},"PeriodicalIF":8.3,"publicationDate":"2025-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145049801","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 chatbot conversational attributes of hospitality booking platforms in developing users’ creepiness and paradoxical behaviors","authors":"Naeem Akhtar ,&nbsp;Pragya Gupta ,&nbsp;Babak Taheri ,&nbsp;Rsha Alghafes","doi":"10.1016/j.ijhm.2025.104428","DOIUrl":"10.1016/j.ijhm.2025.104428","url":null,"abstract":"<div><div>The current study aims to investigate the effect of Chatbots’ conversational attributes—perceived incredibility, inaccuracy, and incompetence, on users’ creepiness in the context of hospitality booking platforms. Further, the research examines the influence of users’ creepiness on their willingness to interact and choice deferral. The study utilized purposive sampling to collect data from 340 UK-based respondents using an online crowdsourcing platform<em>.</em> The data was analyzed using partial least squares (PLS-SEM) using Smart PLS 4.0<em>.</em> The study targeted respondents who had experience using Chatbots, AI-powered systems or any other type of tourism technology for their tourism activities. The present findings offer unique theoretical and practical implications and extensively enrich the body of knowledge in human-computer interactions. These critical insights would be helpful for hospitality businesses using online booking platforms to redesign AI algorithms for their Chatbots to reduce users’ creepiness and strengthen behavioral responses.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104428"},"PeriodicalIF":8.3,"publicationDate":"2025-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145049802","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":"The impact of in-person business event stressors on emotional well-being and reattendance intentions: The role of affective trust","authors":"Xingyi Zhang ,&nbsp;Jing Li ,&nbsp;Xiaolong Shao","doi":"10.1016/j.ijhm.2025.104432","DOIUrl":"10.1016/j.ijhm.2025.104432","url":null,"abstract":"<div><div>Business event attendees’ travel activities significantly contribute to the tourism market of event destinations. While attendees’ experiences of stress at business events can affect their reattendance, research on specific event stressors remains limited. This study aims to develop a measurement scale to identify stressors at in-person business events that trigger attendee stress (Study 1). Using stimulus–organism–response theory, the study examines how these stressors influence affective trust among peer attendees and, subsequently, their emotional well-being and reattendance intentions (Study 2). The results indicate that business event stressors negatively impact affective trust, which in turn reduces emotional well-being and reattendance intentions. Furthermore, attendees’ prior event experience moderates these effects. The findings contribute to the events and tourism industries by emphasizing the importance of managing business event stressors to enhance attendee experiences and encourage future participation.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104432"},"PeriodicalIF":8.3,"publicationDate":"2025-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145049210","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":"Deciphering the green hotel enigma: An in-depth analysis of literature","authors":"Mona Ji Hyun Yang ,&nbsp;Amanda Ting ,&nbsp;Rawan Nimri ,&nbsp;Jess Sanggyeong Je","doi":"10.1016/j.ijhm.2025.104413","DOIUrl":"10.1016/j.ijhm.2025.104413","url":null,"abstract":"<div><div>The hotel industry has increasingly acknowledged both its vulnerability to climate change and its role in environmental degradation. In response, many hotels have adopted green practices to appeal to environmentally-conscious consumers and drive financial viability. However, despite widespread adoption, a comprehensive and coherent understanding of green hotels and the scope of their practices remains elusive. This study conducts a systematic literature review of 318 peer-reviewed journal articles to trace the evolution of green hotel research and identify key knowledge gaps. The findings reveals several persistent challenges, including outdated definitions of green hotels, a lack of diverse stakeholder perspectives, and limited contextualisation of green practices, alongside a notable absence of in-depth analysis of greenwashing practices. Consequently, this research proposes future directions to foster more robust studies, ultimately contributing to the development of contextualised and authentic green initiatives within the hotel sector.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104413"},"PeriodicalIF":8.3,"publicationDate":"2025-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145049211","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":"Understanding knowledge’s impact on older hospitality workers: The past, present, and future","authors":"Abel Duarte Alonso ,&nbsp;Trung Thanh Nguyen ,&nbsp;Oanh Thi Kim Vu ,&nbsp;Luong Ngoc Tran ,&nbsp;Giang Huong Vu","doi":"10.1016/j.ijhm.2025.104427","DOIUrl":"10.1016/j.ijhm.2025.104427","url":null,"abstract":"<div><div>This study delves into the experiences of older workers involved in the hospitality industry, investigating the significance of previous, current and future knowledge in equipping their hospitality careers. The conceptual notions of the knowledge-based view of the firm were appraised. Semi-structured open-ended interviews conducted among 56 older workers involved in both managerial and non-managerial positions highlighted the magnitude of 11 conceptual dimensions. Among these, the organisational, human resource, and self-development uplift dimensions help explain how previous knowledge has equipped participants and their firms. Similarly, the organisational momentum or career-enlightening dimensions elucidate current knowledge in fortifying earlier accumulated knowledge, while future required knowledge can be understood by the individual-organisational and generational-team bridging dimensions. The analysis also reveals alignments between the crafted dimensions and the knowledge-based model. A developed framework resulting from the compendium of dimensions, together with the identified alignments, underscores implications for hospitality employees, their firms, industry and policymakers.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104427"},"PeriodicalIF":8.3,"publicationDate":"2025-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145049817","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":"Hospitality service agents’ roles in shaping psychological ownership","authors":"Yangyang Jiang ,&nbsp;M.S. Balaji ,&nbsp;Cenhua Lyu","doi":"10.1016/j.ijhm.2025.104417","DOIUrl":"10.1016/j.ijhm.2025.104417","url":null,"abstract":"<div><div>This study investigates how and when human and non-human service agents influence customers’ perceptions and behaviors. Four experiments were conducted to test the relationships between service agents (human employees vs. robots), psychological ownership, contextual factors (i.e., crowding and service process stages), and extra-role behaviors in the restaurant context. The results demonstrate that customers associate higher psychological ownership with human-delivered services than with robot-delivered services, which in turn influences extra-role behaviors. Crowding and service process stages moderate this effect. In less-crowded settings, customers show higher ownership toward human-delivered services. Nevertheless, no difference was observed in more-crowded settings. The service stage is also critical, as human-delivered services prompt higher psychological ownership than robot-delivered services during the in-process stage. By contrast, no significant difference exists between service agent types in the pre- and post-process stages. These findings aid in formulating effective strategies for deploying human and non-human service agents in the hospitality industry.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104417"},"PeriodicalIF":8.3,"publicationDate":"2025-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145049760","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":"Serving up stereotypes? How and when stereotype (in)congruity influences customer behavioral intentions toward ethnic restaurants","authors":"Yun Zhang ,&nbsp;Yuchen Xu ,&nbsp;Hanyuan Zhang ,&nbsp;Seongseop (Sam) Kim ,&nbsp;Catherine Cheung","doi":"10.1016/j.ijhm.2025.104415","DOIUrl":"10.1016/j.ijhm.2025.104415","url":null,"abstract":"<div><div>Drawing on schema congruity theory, this research introduces the concept of stereotype (in)congruity and investigates its impact on customers’ behavioral intentions in ethnic restaurants. Five experiments reveal that customers exhibit a higher purchase intention and intention to recommend when ethnic restaurants align with customer stereotypes compared to when they do not. Perceived authenticity serves as the process mechanism that explains the relationship between stereotype (in)congruity and behavioral intentions. Furthermore, the positive effect of stereotype congruity is stronger when customers have a lower preference for ethnic restaurants, face greater cultural distance, and visit ethnic restaurants operated outside of their culture of origin. This study enriches the literature on stereotypes in hospitality and offers managerial insights for ethnic restaurant operators.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104415"},"PeriodicalIF":8.3,"publicationDate":"2025-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145027233","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 managers' perceptions of online reviews enhance digital innovation in hotels: The role of technological opportunism","authors":"Rogério João Lunkes ,&nbsp;Mauricio Codesso ,&nbsp;Fabricia Silva da Rosa ,&nbsp;Alcindo Cipriano Mendes ,&nbsp;Gabriel Donadio Costa","doi":"10.1016/j.ijhm.2025.104416","DOIUrl":"10.1016/j.ijhm.2025.104416","url":null,"abstract":"<div><div>This study investigates how managers' perceptions of online hotel reviews moderate the relationship between technological opportunism and digital innovation in hotels. While technological capabilities enable hotels to sense and respond to new technologies, the cognitive mechanisms through which managers translate these capabilities into innovations remain underexplored. Drawing upon stakeholder theory, information processing theory, and prospect theory, we examine how hotel managers' interpretations of customer feedback strengthen the conversion of technological capabilities into both incremental and radical digital innovations. Using data from 197 Brazilian hotels collected during March-April 2023, we employed PLS-SEM to test our hypotheses. Results reveal that managers' perceptions of online hotel reviews significantly strengthen the relationship between technological opportunism and both types of digital innovation. We demonstrate asymmetric effects whereby managers' perceptions of negative reviews create significantly stronger moderating effects than positive reviews for both innovation types, confirming loss aversion principles in organizational innovation decisions. Both innovation types positively influence financial performance, with incremental innovations showing stronger immediate effects than radical innovations. This study advances stakeholder theory by demonstrating how customer-generated digital content influences strategic innovation decisions through managerial attention mechanisms. It extends information processing theory by revealing cognitive amplification effects of customer feedback on technological capabilities and contributes to prospect theory by confirming loss aversion principles in organizational innovation decisions. Our findings provide evidence-based guidance for hotel managers, suggesting systematic integration of customer feedback analysis into innovation processes, with particular attention to negative reviews and balanced innovation portfolios that emphasize incremental improvements while pursuing radical transformations.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104416"},"PeriodicalIF":8.3,"publicationDate":"2025-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145027234","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":"Dare to hide! How and when do career shocks promote individual knowledge hiding at work?","authors":"Zulqurnain Ali ,&nbsp;Aqsa Mehreen","doi":"10.1016/j.ijhm.2025.104421","DOIUrl":"10.1016/j.ijhm.2025.104421","url":null,"abstract":"<div><div>Despite the importance of knowledge management in sustaining organizational success, the previous studies paid little attention to how workplace events (i.e., career shocks) can push hospitality workers to hide knowledge at work. Based on COR (conservation of resources) theory, this research answers how and when career shocks can contribute to individuals' knowledge-hiding behavior. In doing so, we assert that negative career shocks will discourage individuals from developing high-quality relationships and promoting knowledge-hiding behavior. We further argue that high emotional intelligence may lower the impact of negative career shocks on high-quality relationships and, subsequently, restrict knowledge-hiding behavior. Outcomes from a three-wave survey (N = 264) involving hospitality employees in China support our hypotheses. Our results offer valuable insights for practitioners aiming to promote healthy HR practices while retaining top talent.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104421"},"PeriodicalIF":8.3,"publicationDate":"2025-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145027235","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":"Signaling house rules: Perceptions of dual signals and nonlinear effects of house rule depth on guest bookings in P2P accommodation","authors":"Yule Yin ,&nbsp;Diandian Xiang ,&nbsp;Yu Zheng ,&nbsp;Yi Chen","doi":"10.1016/j.ijhm.2025.104422","DOIUrl":"10.1016/j.ijhm.2025.104422","url":null,"abstract":"<div><div>In the burgeoning peer-to-peer (P2P) accommodation market, peer hosts are increasingly crafting personalized house rules by emphasizing specific exchange details to potential guests with the function of mitigating the risks of information asymmetry. However, a few of the latest research has provided mixed findings on the effects of house rule design on guests’ responses. Utilizing signaling theory as a foundation and exploring the nonlinear effects of house rule depth, this research aims to reconcile the mixed evidence indicating a trade-off situation in hosts’ house rule design practices. The authors hypothesize that two underlying mechanisms exert opposite effects: moderate house rule depth has positive effects on guests’ booking behavior as it signals both fitting perception of house quality and high service expectation of host, while low or high house rule depth shows negative effects as it signals either uncertainty of house quality or unfriendliness perception of host. Further, the current research also examines moderating effects of price and the “Superhost” badge, which represents additional critical signals of house quality and host. These insights contribute to a nuanced understanding of balancing house rule design in P2P accommodations and offer practical implications for both hosts and platforms to optimize their booking rates.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104422"},"PeriodicalIF":8.3,"publicationDate":"2025-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145049761","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}