International Journal of Hospitality Management最新文献_第6页

Left, right, and robotic: Political ideology’s influence on reactions to anthropomorphic AI service robots in hospitality through the lens of social response theory 左，右，机器人：通过社会反应理论的视角，政治意识形态对酒店业拟人化人工智能服务机器人反应的影响

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-26 DOI: 10.1016/j.ijhm.2026.104578

Xiaolong Shao , Xingyi Zhang , Jing Li , Heesu Han

{"title":"Left, right, and robotic: Political ideology’s influence on reactions to anthropomorphic AI service robots in hospitality through the lens of social response theory","authors":"Xiaolong Shao , Xingyi Zhang , Jing Li , Heesu Han","doi":"10.1016/j.ijhm.2026.104578","DOIUrl":"10.1016/j.ijhm.2026.104578","url":null,"abstract":"<div><div>This study examines how political ideology moderates consumer reactions to anthropomorphic AI service robots in hospitality settings, drawing on social response theory and moral foundations theory. Two experimental studies (N = 217 in Study 1; N = 226 in Study 2) tested the effects of robot design (anthropomorphic vs. mechanistic) on attitudes toward interaction and usage intentions, with political ideology as a moderator. Results from both studies show that conservatives exhibit more positive attitudes and intentions toward anthropomorphic robots compared to mechanistic ones, while liberals’ responses remain consistent regardless of design. Study 2 reveals that perceived enjoyment and parasocial relationships mediate these effects, with stronger indirect influences among conservatives. The findings highlight ideological differences in AI acceptance, extending social response theory by demonstrating conditional effects of anthropomorphism. Practically, hospitality businesses can tailor robot designs to regional ideological profiles to enhance customer engagement amid labor shortages. Limitations include scenario-based methods; future research could explore real-world settings and additional mediators like trust.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104578"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146048467","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}

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Redefining service quality: Development and validation of the, robotic service quality scale 重新定义服务质量：机器人服务质量量表的开发和验证

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-26 DOI: 10.1016/j.ijhm.2026.104560

Ahmet Hacikara , Kevin Murphy , Tingting Zhang , Murat Hancer , Dogan Gursoy

{"title":"Redefining service quality: Development and validation of the, robotic service quality scale","authors":"Ahmet Hacikara , Kevin Murphy , Tingting Zhang , Murat Hancer , Dogan Gursoy","doi":"10.1016/j.ijhm.2026.104560","DOIUrl":"10.1016/j.ijhm.2026.104560","url":null,"abstract":"<div><div>The expansion of robotic technologies in the hospitality industry is redefining traditional service interactions and customer expectations. Grounded in social exchange theory, this study presents a multidimensional framework for measuring the quality of robotic services in hospitality settings. Through a comprehensive literature review, five focus group studies, and a four-stage scale development process involving 1600 valid responses, this study develops and validates a multidimensional framework to assess hotel customers' perceptions of robotic service quality (ROBOQUAL). The resulting framework comprises three key dimensions: robotic service quality, robotic task efficiency, and robotic empathy. The study highlights the transformative role of robotic service quality in shaping hospitality experiences, setting the foundation for future research in AI-driven service innovation. Theoretically, the validation of the ROBOQUAL scale provides a robust tool for future research by expanding the social exchange theory into the context of human-robot interactions (HRI). Practically, the insights gained from this study can guide hospitality managers in integrating robotic services more effectively to enhance customer satisfaction and operational efficiency.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104560"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146048468","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

When traditional restaurants meet service robots: Consumption rituals, authenticity and brand trust 当传统餐厅遇到服务机器人：消费仪式、真实性和品牌信任

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-27 DOI: 10.1016/j.ijhm.2026.104579

Lulu Cheng , Xi Li , Biqiang Liu , Lili Cheng

{"title":"When traditional restaurants meet service robots: Consumption rituals, authenticity and brand trust","authors":"Lulu Cheng , Xi Li , Biqiang Liu , Lili Cheng","doi":"10.1016/j.ijhm.2026.104579","DOIUrl":"10.1016/j.ijhm.2026.104579","url":null,"abstract":"<div><div>As robotic technology reshapes dining experiences, few studies have explored the efficacy of service robots in traditional restaurants where consumption rituals are deeply embedded. Drawing on sense-making theory, this research aims to critically examine how service provider type (human vs. robot) interacts with consumption rituals (present vs. absent) to shape brand trust in traditional restaurants. Through three controlled experiments, the findings reveal a matching effect that human servers enhance brand trust when consumption rituals are present, whereas robot servers are more effective in non-ritualistic settings. These effects are mediated by distinct authenticity perceptions: human servers strengthen moral authenticity, while robot servers enhance food authenticity. By uncovering the nuanced sense-making process underlying human-robot interactions, this research advances knowledge by identifying authenticity as a dual-pathway mechanism in ritualistic dining contexts. Practically, this research provides insights into optimizing service automation in traditional restaurants, balancing technological innovation with cultural preservation to enhance brand trust.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104579"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146071685","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

Why disclose? Understanding users’ self-disclosure on hospitality and tourism social networking sites 为什么披露?了解用户在酒店和旅游社交网站上的自我披露情况

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-27 DOI: 10.1016/j.ijhm.2026.104570

Faizan Ali , Brad McKenna , Jason Bennett Thatcher , Chengzhong Wu , Salman Alotaibi

{"title":"Why disclose? Understanding users’ self-disclosure on hospitality and tourism social networking sites","authors":"Faizan Ali , Brad McKenna , Jason Bennett Thatcher , Chengzhong Wu , Salman Alotaibi","doi":"10.1016/j.ijhm.2026.104570","DOIUrl":"10.1016/j.ijhm.2026.104570","url":null,"abstract":"<div><div>Despite the proven link between user-generated content and the popularity of tourist destinations, research has left relatively unexamined the drivers of members’ self-disclosure on hospitality and tourism social networking sites (SNSs). Such work is important, because studies report that members of hospitality and tourism SNSs update their personal information and interact with other members significantly less than members of more traditional social media platforms. Accordingly, we draw on social exchange theory and self-regulatory theory to develop a theoretical model that connects perceived benefits and costs to self-disclosure in tourism. We add nuance to our model by examining whether these relationships differ across promotions vs. prevention-focused individuals. The model was empirically tested using structural equation modelling with data gathered from 509 members of two popular Chinese hospitality and tourism SNSs. The findings indicate that while reciprocity, popularity, self-presentation, security, and anonymity positively influence users’ self-disclosure on SNSs, privacy risk has a negative influence. Our findings also show differences across members who are promotion versus prevention focused. This study contributes to the existing literature by proposing a holistic model of self-disclosure on social networking sites.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104570"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072169","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}

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Reexamining tipping guidelines in full-service restaurants: The moderating role of the lowest default tip and mediating pathways 重新审视全方位服务餐厅的小费准则：最低默认小费和中介途径的调节作用

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-23 DOI: 10.1016/j.ijhm.2026.104573

Shuo Wang

引用次数: 0

Recognizing cognitive, affective, and sensory aspects in accommodation choice for families of children with ASD and ADHD 认识ASD和ADHD儿童家庭住宿选择的认知、情感和感官方面

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-23 DOI: 10.1016/j.ijhm.2026.104564

Daniela Penela , Margarida G.M.S. Cardoso , Amy M. Gregory

引用次数: 0

Rainy days don’t always get me down: How rainy weather affects customers’ dining experience and evaluations 下雨天并不总是让我沮丧：下雨天如何影响顾客的用餐体验和评价

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-24 DOI: 10.1016/j.ijhm.2026.104586

Chenxi Zhao , Yunzhijun Yu , Ziqiong Zhang , Feray Adıgüzel , Zili Zhang

{"title":"Rainy days don’t always get me down: How rainy weather affects customers’ dining experience and evaluations","authors":"Chenxi Zhao , Yunzhijun Yu , Ziqiong Zhang , Feray Adıgüzel , Zili Zhang","doi":"10.1016/j.ijhm.2026.104586","DOIUrl":"10.1016/j.ijhm.2026.104586","url":null,"abstract":"<div><div>Weather conditions can significantly influence individuals’ perceptions of the consumption environment, subsequently influencing their post-consumption evaluations. This research examines the effect of rainy weather during the consumption experience on restaurant customers’ post-consumption evaluations. Using secondary data collected from a popular online restaurant review platform and controlled experiments, the findings suggest that customers who dine during rainy weather tend to rate their experiences favorably. Furthermore, this positive rainy weather effect varies across different dining seasons, and is mediated by an enhanced sense of psychological warmth as customers transition from the rainy outdoors to indoor environments. This research contributes to the literature on weather effect and post-consumption evaluation behavior and offers practical managerial insights regarding customer handling and service improvement for businesses operating in physical retail environments and the restaurant industry.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104586"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146033948","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}

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Bridging hospitality and healthcare: A data-driven approach to leveraging service excellence for improved patient satisfaction 连接酒店服务和医疗保健：一种数据驱动的方法，利用卓越的服务来提高患者满意度

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-02-07 DOI: 10.1016/j.ijhm.2026.104599

Sreejith R. , Sinimole K.R. , Siva Shankar S. , Bhuvan Unhelkar

{"title":"Bridging hospitality and healthcare: A data-driven approach to leveraging service excellence for improved patient satisfaction","authors":"Sreejith R. , Sinimole K.R. , Siva Shankar S. , Bhuvan Unhelkar","doi":"10.1016/j.ijhm.2026.104599","DOIUrl":"10.1016/j.ijhm.2026.104599","url":null,"abstract":"<div><div>This study examines how healthcare service quality and patient satisfaction interrelate to quantify provider-level, aspect-specific signals and validate their association with overall satisfaction and perceived care quality. The purpose is to inform healthcare managers and policymakers on enhancing service delivery from a patient-centered perspective. Data were drawn from over 12,000 patient reviews from 209 multi-specialty hospitals in India, collected from MouthShut.com. A mixed-methods approach was employed, combining quantitative and qualitative analyses. Regression models based on Donabedian's framework assessed how infrastructure and staff attitude influence overall satisfaction and perceived quality of care. In parallel, advanced text analysis methods, including topic modeling and aspect-level sentiment analysis, were used to extract patient experience dimensions and evaluate their association with satisfaction and perceived quality outcomes. The findings guided the conceptual development of the CARE framework (Comprehensive Approach for Resilient and Empowered healthcare). CARE integrates service management and clinical quality dimensions to offer a hospitality-informed perspective on healthcare service excellence. This research contributes to theory and practice by proposing an integrative, empirically informed conceptual framework that links Donabedian's model, PREMs, and hospitality-inspired service dimensions, thereby providing a theoretically grounded basis for future quality improvement research in healthcare.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104599"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146135463","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

Drone food delivery services adoption and consumer well-being: A dual-method approach 无人机送餐服务的采用和消费者福祉：一种双重方法

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2025-12-03 DOI: 10.1016/j.ijhm.2025.104538

Behzad Foroughi

{"title":"Drone food delivery services adoption and consumer well-being: A dual-method approach","authors":"Behzad Foroughi","doi":"10.1016/j.ijhm.2025.104538","DOIUrl":"10.1016/j.ijhm.2025.104538","url":null,"abstract":"<div><div>While prior research on drone food delivery services has primarily examined consumer adoption intentions, the broader impact on consumer well-being remains underexplored. To address this gap, this study integrates push-pull theory and self-determination theory to examine how value-based motivators and risk-based inhibitors influence trust, attitude, intention to use, and perceived well-being. Survey data from 427 respondents in Vietnam were analyzed using partial least squares structural equation modeling and artificial neural networks. Results indicate that functional, social, and emotional values, as well as specific risks, differentially shape trust and attitude. Trust and attitude both enhance intention and perceived well-being, with AI awareness and promotion focus moderating several relationships. These findings advance understanding of the psychological impacts of DFDS adoption and offer actionable implications for service providers (e.g., tailoring communication and segmentation strategies) and policymakers (e.g., supporting the safe integration of drone logistics) seeking to maximize well-being benefits through innovative delivery technologies.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104538"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145651878","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

Caught between comfort and conscience: Hotel guests’ ambivalence towards sustainability practices during leisure stay and their customer citizenship behavior 在舒适和良心之间：酒店客人在休闲住宿期间对可持续性实践的矛盾心理和他们的客户公民行为

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-27 DOI: 10.1016/j.ijhm.2026.104572

Joanne Sau Ching Yim , Erna Andajani , Lai Khuan Yap , Kuang Long Lim

{"title":"Caught between comfort and conscience: Hotel guests’ ambivalence towards sustainability practices during leisure stay and their customer citizenship behavior","authors":"Joanne Sau Ching Yim , Erna Andajani , Lai Khuan Yap , Kuang Long Lim","doi":"10.1016/j.ijhm.2026.104572","DOIUrl":"10.1016/j.ijhm.2026.104572","url":null,"abstract":"<div><div>Leisure travelers often have hedonic goals that may conflict with the perceived sacrifices associated with hotels’ sustainability practices, and may feel ambivalent towards participating in it. This study examines the relationships between hotel sustainability practices, ambivalence toward sustainability practices, and guests’ customer citizenship behaviors (advocacy, feedback, helping, and tolerance) among 389 participants from Indonesia and Malaysia. Ambivalence is analyzed as a moderating factor, where it weakens the positive effects of sustainability practices on feedback and helping behavior of the Malaysian group, and also weakens tolerance of the Indonesian group. At the same time, it strengthens the positive impact of sustainability practices on feedback of the Indonesian group. Open-ended responses found guests prioritized comfort, services, physical environment, facilities, and cleanliness when considering hotels’ eco-friendly measures. Findings can inform managerial practices to effectively capitalize on sustainability initiatives to enhance guests’ citizenship behavior.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104572"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146071479","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