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Rethinking information disclosure to GenAI in hotels: An extended parallel process model 重新思考向酒店中的 GenAI 披露信息：扩展并行程序模型
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-19 DOI: 10.1016/j.ijhm.2024.103965
Cristian Morosan
{"title":"Rethinking information disclosure to GenAI in hotels: An extended parallel process model","authors":"Cristian Morosan","doi":"10.1016/j.ijhm.2024.103965","DOIUrl":"10.1016/j.ijhm.2024.103965","url":null,"abstract":"<div><div>A critical, yet understudied aspect of generative AI functionality in hotels is consumers’ disclosure of personal information, which carries significant risks. By expanding the Extended Parallel Process Model, this research investigates the role of trust in hotels in impacting consumers’ perceptions of threat and coping efficacy. These perceptions, in turn, influence consumers’ fear perceptions and drive both adaptive behaviors (e.g., protective action and seeking help) and maladaptive behaviors (e.g., avoidance). Ultimately, the disclosure of personal information is strongly influenced by avoidance and, to some extent, by seeking help behaviors, but not by protective action behaviors. As the first study to examine consumers’ disclosure of personal information to generative AI, it extends the literature on processing arguments related to opaque systems like generative AI. Additionally, it provides insightful managerial implications, especially at a time when the hotel industry lacks clear guidance regarding the use of consumers’ personal information within generative AI.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103965"},"PeriodicalIF":9.9,"publicationDate":"2024-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142532770","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
AI awareness and employee-related outcomes: A systematic review of the hospitality literature and a framework for future research 人工智能意识与员工相关成果：对酒店业文献的系统回顾和未来研究框架
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-19 DOI: 10.1016/j.ijhm.2024.103973
Selim Bakir , Tarik Dogru , Anil Bilgihan , Baker Ayoun
{"title":"AI awareness and employee-related outcomes: A systematic review of the hospitality literature and a framework for future research","authors":"Selim Bakir ,&nbsp;Tarik Dogru ,&nbsp;Anil Bilgihan ,&nbsp;Baker Ayoun","doi":"10.1016/j.ijhm.2024.103973","DOIUrl":"10.1016/j.ijhm.2024.103973","url":null,"abstract":"<div><div>Artificial intelligence (AI) adoption is expected to increase in the hospitality industry due to its efficiency and effectiveness in operations. Despite its immense benefits, AI adoption might lead to adverse employee-related outcomes, such as job replacement threats, job insecurity, and higher turnover. However, the findings from limited research on this phenomenon are inconclusive. This study aims to systematically review the extant literature on the relationship between AI awareness and employee-related outcomes in the hospitality industry. Based on the fundamental theories, central assumptions, and constructs that underpin existing research, we identify the gaps in the existing literature, develop a conceptual framework that holistically explains the relationship between AI awareness and employee-related outcomes, and propose future research directions. The findings make significant contributions to the extant literature and provide hospitality executives with insights to promote increased employee engagement and facilitate positive awareness regarding AI applications in the workplace, ultimately improving employee retention.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103973"},"PeriodicalIF":9.9,"publicationDate":"2024-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142532767","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
Should I stay or should I go?: The impact of socially responsible human resources management practices on hospitality employees 我该走还是留？具有社会责任感的人力资源管理实践对酒店业员工的影响
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-19 DOI: 10.1016/j.ijhm.2024.103962
Trishna G. Mistry , Lisa Cain , Seden Dogan , Aysegul Gunduz Songur
{"title":"Should I stay or should I go?: The impact of socially responsible human resources management practices on hospitality employees","authors":"Trishna G. Mistry ,&nbsp;Lisa Cain ,&nbsp;Seden Dogan ,&nbsp;Aysegul Gunduz Songur","doi":"10.1016/j.ijhm.2024.103962","DOIUrl":"10.1016/j.ijhm.2024.103962","url":null,"abstract":"<div><div>This study examined the connection between socially responsible human resource management (SHRHM) strategies and employee outcomes in the hotel industry. Specifically, this study examined the influence of SHRHM on intention to stay and positive word-of-mouth among hospitality employees. PLS-SEM was used to analyze 348 responses from US hospitality employees. The findings of the quantitative study indicated that SHRHM practices are associated with hospitality industry employees' desirable outcomes, including the intention to stay and positive word-of-mouth. Interactional justice and organizational identification were found to mediate these relationships and were underpinned by organizational justice and organizational identification theories, respectively. These findings are significant in light of the post-pandemic labor shortages threatening the hospitality industry. Moreover, the study provides human resources managers with practical recommendations for promoting SHRHM in their respective organizations.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103962"},"PeriodicalIF":9.9,"publicationDate":"2024-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142532768","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 moderated mediation model of despotic leadership and knowledge sabotage behavior 专制领导与知识破坏行为的调节中介模型
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-18 DOI: 10.1016/j.ijhm.2024.103966
Muhammad Usman , Thomas Garavan , Osman M. Karatepe , Muhammad Waheed Akhtar , Elisa Rescalvo-Martin , Muhammad Kashif Aslam
{"title":"A moderated mediation model of despotic leadership and knowledge sabotage behavior","authors":"Muhammad Usman ,&nbsp;Thomas Garavan ,&nbsp;Osman M. Karatepe ,&nbsp;Muhammad Waheed Akhtar ,&nbsp;Elisa Rescalvo-Martin ,&nbsp;Muhammad Kashif Aslam","doi":"10.1016/j.ijhm.2024.103966","DOIUrl":"10.1016/j.ijhm.2024.103966","url":null,"abstract":"<div><div>Our paper develops and tests a moderated mediation model of despotic leadership (DL) and knowledge sabotage behavior (KSB). The model assesses: (a) the link between DL and KSB; (b) emotional dissonance as a mediator between DL and KSB; (c) willpower and waypower as the two moderators of the effect of DL on the aforesaid undesirable outcome; and (d) willpower and waypower as the two moderators of the effect of DL on KSB via emotional dissonance. To gauge these relationships, we used time-lagged data obtained from hotel frontline employees. Most of the hypothesized associations are supported, and the model we proposed is viable. Managers’ DL heightens employees’ KSBs, and emotional dissonance mediates this link. FLEs’ waypower reduces the detrimental effect of DL on KSB. Waypower also mitigates the deleterious effect of DL on the said outcome via emotional dissonance.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103966"},"PeriodicalIF":9.9,"publicationDate":"2024-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142532766","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
Customers’ devaluation in hospitality organizations: A social learning perspective of customer-targeted knowledge hiding behavior 酒店机构中的客户贬值：以顾客为目标的知识隐藏行为的社会学习视角
IF 9.9 1区 管理学
International Journal of Hospitality Management Pub Date : 2024-10-18 DOI: 10.1016/j.ijhm.2024.103960
Hussain Tariq , Abdullah Obaid Almashayekhi , Muhammad Burhan , Waheed Ali Umrani , Zubair Akram
{"title":"Customers’ devaluation in hospitality organizations: A social learning perspective of customer-targeted knowledge hiding behavior","authors":"Hussain Tariq ,&nbsp;Abdullah Obaid Almashayekhi ,&nbsp;Muhammad Burhan ,&nbsp;Waheed Ali Umrani ,&nbsp;Zubair Akram","doi":"10.1016/j.ijhm.2024.103960","DOIUrl":"10.1016/j.ijhm.2024.103960","url":null,"abstract":"<div><div>We aim to investigate whether, how, and when frontline service employees (FSEs), as observers of leaders’ knowledge hiding behavior toward customers (LKH-C), engage in employee knowledge hiding behavior toward customers (EKH-C). We introduce employees’ devaluation of customers (EDC) as an indicator of the social learning of LKH-C. To understand the trickle effects of knowledge hiding toward customers from supervisors to FSEs, we introduce leader–member exchange (LMX) as a first-stage moderator that can intensify the influence of negative role modeling and moral identity (MI) as a second-stage moderator that can “break the cycle” of top-down knowledge hiding. We collected time-lagged data (i.e., responses from FSEs at three different time points) from three- to five-star-ranked hotels in the eastern province of Saudi Arabia (<em>N</em> = 379). We found that LKH-C stimulates EKH-C through EDC. We also noted that the indirect effect of LKH-C on EKH-C via EDC could be intensified at high LMX and that FSEs with high-MI could break the cycle of top-down knowledge hiding behavior. From the perspective of social learning theory (i.e., cognitive processes), we aim to understand whether, how, and when FSEs observing LKH-C engages in EKH-C at high vs. low values of LMX and MI. Our findings have important implications for managers, practitioners, and organizations with regard to “breaking the cycle” of knowledge hiding in the hospitality industry and maximizing overall customer experience.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103960"},"PeriodicalIF":9.9,"publicationDate":"2024-10-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142532764","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
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
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