International Journal of Hospitality Management最新文献_第7页

Operationalizing smart service experience: Guest engagement, value, memories, and behavioral intentions in hotels 实施智能服务体验：酒店的客人参与度、价值、记忆和行为意图

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-31 DOI: 10.1016/j.ijhm.2026.104588

Faizan Ali , Gokhan Sener , Zvijezdana Petkovic , Muhittin Cavusoglu , Salman Alotaibi

{"title":"Operationalizing smart service experience: Guest engagement, value, memories, and behavioral intentions in hotels","authors":"Faizan Ali , Gokhan Sener , Zvijezdana Petkovic , Muhittin Cavusoglu , Salman Alotaibi","doi":"10.1016/j.ijhm.2026.104588","DOIUrl":"10.1016/j.ijhm.2026.104588","url":null,"abstract":"<div><div>This study investigates the impact of Smart Service Experience (SSE) on guest engagement, memories, smart service value, and behavioral intentions in the hotel industry. Drawing on the Stimulus-Organism-Response (SOR) theory, the study explores how smart technologies, such as AI-powered room customization and digital concierge services, influence guest perceptions and their subsequent behaviors. Data collected via Amazon mTurk from 244 hotel guests who recently experienced SSE was subjected to Partial Least Squares based Structural Equation Modeling (PLS-SEM). Results reveal that SSE positively influences engagement, which in turn affects memories and perceived value. These outcomes contribute to guests’ loyalty, revisitation intentions, and word-of-mouth recommendations. This paper is the first to operationalize the concept of SSE in the context of smart hotels, offering novel empirical insights into how SSE influences guest engagement, memories, perceived service value, and long-term behavioral intentions such as loyalty and revisitation.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104588"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146095650","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 impact of harmful leader behavior on hospitality employees’ turnover: A perspective of job embeddedness 有害领导行为对酒店员工离职的影响：一个工作嵌入的视角

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-31 DOI: 10.1016/j.ijhm.2026.104583

Meihong Chen, Yijing Lyu, Weiwei Lin, Qixing Huang, Xiao Song Lin

引用次数: 0

Is human-RAISA collaboration the future of hospitality service? Examining Gen Z’s preferences and industry insights from China and Australia 与raisa合作是酒店服务的未来吗？从中国和澳大利亚考察Z世代的偏好和行业见解

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.2026.104565

Mengni Fu, Charles Arcodia, Barry Fraser

{"title":"Is human-RAISA collaboration the future of hospitality service? Examining Gen Z’s preferences and industry insights from China and Australia","authors":"Mengni Fu, Charles Arcodia, Barry Fraser","doi":"10.1016/j.ijhm.2026.104565","DOIUrl":"10.1016/j.ijhm.2026.104565","url":null,"abstract":"<div><div>This study investigates Generation Z consumers' preferences for hotel service approaches and RAISA (robots, artificial intelligence, and service automation) integration, examining their alignment with hotel strategies in China and Australia. Using a mixed-methods approach, including interviews with 21 senior hotel managers, analysis of 70 documents, and a survey of 800 Gen Z consumers, the findings reveal a shared preference for a human-RAISA collaborative service approach among hotel operators and Gen Z consumers in both countries. However, significant cross-country differences emerged: Chinese hotels lead in AI and robot adoption, while Australian hotels prioritise established mobile technologies. Chinese Gen Z consumers exhibit stronger preferences for technological services and RAISA-equipped hotels. Regression analyses further show that Gen Zs' technology preferences drive their intention to visit RAISA-equipped hotels. This study extends the Kano model's application from service refinement to exploring technology preferences, while offering practical RAISA integration strategies tailored to hotels’ profiles and locations.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104565"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146037720","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

Paradoxical leadership and employee’s service innovative behavior: A moderated mediation of role-breadth self-efficacy and cognitive flexibility 矛盾型领导与员工服务创新行为：角色广度、自我效能感和认知灵活性的中介作用

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-02-12 DOI: 10.1016/j.ijhm.2026.104622

Kashish Madaan , Himani Sharma

{"title":"Paradoxical leadership and employee’s service innovative behavior: A moderated mediation of role-breadth self-efficacy and cognitive flexibility","authors":"Kashish Madaan , Himani Sharma","doi":"10.1016/j.ijhm.2026.104622","DOIUrl":"10.1016/j.ijhm.2026.104622","url":null,"abstract":"<div><div>Enhancing employee service innovative behavior (SIB) is a complex process shaped by workplace contradictions and paradoxes, where paradoxical leadership (PL) assumes a critical role in navigating these challenges. However, prior research has primarily overlooked the cognitive perspective in unraveling this association, indicating an inadequate understanding of the mechanisms. Filling this gap in hospitality research, this study developed a moderated mediation model utilizing the principle of triadic reciprocal determinism of social cognitive theory. This study examines role-breadth self-efficacy (RBSE) as a mediating mechanism to link PL with employees' SIB and cognitive flexibility is investigated as a boundary condition to examine the strength of relationships. Data were gathered from 433 employees working in high-end hotels and partial least squares structural equation modeling (PLS-SEM) with PROCESS was applied to analyze the results. Given the nested nature of the data (employees nested within departments and hotels), we additionally conducted multilevel robustness analyses using random-intercept mixed-effects models. Findings confirm that PL significantly improves employee SIB by fostering their RBSE. This mediating effect becomes more pronounced among employees with higher cognitive flexibility. The multilevel robustness analysis produced consistent conclusions. Our work enhances the understanding of the mediating and moderating mechanisms between PL and SIB, elucidating the underlying processes via the lens of employee self-efficacy and cognition.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104622"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146188451","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

Sparking passion for hospitality amongst Generation Z: The interrelationships of inclusive organizational culture, job flourishing, reduced job strain, and self-efficacy 激发Z世代待客热情：包容性组织文化、工作繁荣、减轻工作压力和自我效能之间的相互关系

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.2026.104577

Omar Mohammed Ali Ababneh , Ibrahim Alnawas , Tamer Koburtay , Osman M. Karatepe

{"title":"Sparking passion for hospitality amongst Generation Z: The interrelationships of inclusive organizational culture, job flourishing, reduced job strain, and self-efficacy","authors":"Omar Mohammed Ali Ababneh , Ibrahim Alnawas , Tamer Koburtay , Osman M. Karatepe","doi":"10.1016/j.ijhm.2026.104577","DOIUrl":"10.1016/j.ijhm.2026.104577","url":null,"abstract":"<div><div>Our paper explores how signals of inclusive organizational culture influence Gen Z candidates’ intentions to accept job offers, along with the mediating effects of job flourishing and reduced job strain, as well as self-efficacy as a moderator. We employed conjoint and vignette experimental designs to simulate authentic decision-making scenarios. Initially, the findings of Study I demonstrated a direct association between inclusive culture and job attractiveness for Gen Z candidates, laying a strong foundation for conducting Study II. The findings of Study II denoted complementary mediation roles played by job flourishing and reduced job strain, along with the significant moderation role of self-efficacy. Our paper provides a theoretical framework for understanding complex organizational signals, contributing to the discourse on workforce inclusivity and Generation Z recruitment strategies. Our paper also offers important implications for hospitality business practice.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104577"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072168","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

Nudging employee–AI co-evolution through the enhancement of knowledge capital in the hospitality industry 通过增强酒店业的知识资本，推动员工与人工智能的共同进化

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2025-12-05 DOI: 10.1016/j.ijhm.2025.104534

Yuqi Si , Mengxi Chen , Honggen Xiao

{"title":"Nudging employee–AI co-evolution through the enhancement of knowledge capital in the hospitality industry","authors":"Yuqi Si , Mengxi Chen , Honggen Xiao","doi":"10.1016/j.ijhm.2025.104534","DOIUrl":"10.1016/j.ijhm.2025.104534","url":null,"abstract":"<div><div>The rapid advancement of artificial intelligence (AI) is transforming the hospitality industry by reshaping knowledge management practices and redefining human–AI collaboration. This study investigates the co-evolutionary dynamics between employees and AI through the lens of organizational knowledge capital enhancement in hotels. Grounded in the knowledge-based view (KBV) and the socialization-externalization-combination-internalization (SECI) model, this research draws on interviews with employees from five-star hotels. Findings indicate that AI serves as an active participant in enhancing knowledge capital within hotel organizations. This involvement facilitates a three-phase evolution in employee–AI interaction: from coexistence to collaboration, and ultimately to co-creation. By contextualizing the SECI knowledge spiral within an employee–AI–employee dynamic with the theoretical perspective of KBV, this study advances the understanding of AI-enabled knowledge practices in hospitality workplaces and extends the applicability of these theoretical frameworks. Practically, the research offers hotel managers guidance on designing inclusive training systems, fostering collaborative environments, and strategically managing employee–AI relationships to translate AI investments into sustainable competitive advantages and long-term knowledge capital growth.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104534"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145694670","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

Psychological contract breach and rumination about job insecurity: How and when crisis-induced disruption strengthens job insecurity and mental health problems 心理契约违约和对工作不安全感的反思：危机引发的破坏如何以及何时加剧了工作不安全感和心理健康问题

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2025-12-05 DOI: 10.1016/j.ijhm.2025.104529

Taegoo Terry Kim , Victor O. Olorunsola , Osman M. Karatepe , Yehah Lee

{"title":"Psychological contract breach and rumination about job insecurity: How and when crisis-induced disruption strengthens job insecurity and mental health problems","authors":"Taegoo Terry Kim , Victor O. Olorunsola , Osman M. Karatepe , Yehah Lee","doi":"10.1016/j.ijhm.2025.104529","DOIUrl":"10.1016/j.ijhm.2025.104529","url":null,"abstract":"<div><div>We propose and test a multiple moderated mediation model that investigates the interrelationships of COVID-19 risk, psychological contract breach (PCB), job insecurity, rumination about job insecurity, and mental health problems. Data gathered from casino frontline employees was utilized to test said associations via PROCESS macro. The results revealed that COVID-19 risk exacerbated employees’ mental health problems, while PCB strengthened the influence of COVID-19 risk on job insecurity. Rumination about job insecurity intensified the association between job insecurity and mental health problems. More importantly, PCB and rumination about job insecurity moderated the indirect positive impact of COVID-19 risk on mental health problems via job insecurity. This study enhances the understanding of how external threats, like COVID-19, combined with internal factors, engender mental health problems. These insights underscore the need for proactive mental health support and crisis management in high-stress environments.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104529"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145694668","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

Is the more real the better? The effect of matching food advertising type with promotion type on consumers' purchase intention 是不是越真实越好？食品广告类型与促销类型匹配对消费者购买意愿的影响

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-19 DOI: 10.1016/j.ijhm.2026.104558

Lu (Monroe) Meng , Di Ning , Zhaoyang Sun , Yuwei Jiang

引用次数: 0

Dual reference-point synergy model: Brand biography and message framing effect on willingness to pay a premium for green hotels 双参考点协同模型：品牌传记和信息框架对绿色酒店付费意愿的影响

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-03 DOI: 10.1016/j.ijhm.2025.104552

Jin Xue, Wei Han, Shan Zhang

{"title":"Dual reference-point synergy model: Brand biography and message framing effect on willingness to pay a premium for green hotels","authors":"Jin Xue, Wei Han, Shan Zhang","doi":"10.1016/j.ijhm.2025.104552","DOIUrl":"10.1016/j.ijhm.2025.104552","url":null,"abstract":"<div><div>Message framing is a central strategy in green hotel marketing, yet the role of hotel brand biography in shaping framing effects remains underexplored. Drawing on the reference dependence principle of Prospect Theory, this study develops the Dual Reference-Point Synergy Model (DRPSM), positioning brand biography as an institutional reference point and consumer appeal as an individual reference point to elucidate their interactive effects. Across three scenario-based experiments, gain-framed messages paired with Top dog brand biographies and loss-framed messages paired with Underdog brand biographies significantly increased consumers’ willingness to pay a premium for green hotels. This effect was mediated by emotional arousal and was particularly pronounced among rationally-oriented consumers. Theoretically, the study extends the boundary conditions of reference dependence by highlighting the synergy between institutional and individual reference points. Practically, it offers actionable guidance for green hotels to align message framing with brand narratives and tailor marketing strategies to consumer appeals.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104552"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145884159","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

Unveiling the persuasive power of cuteness in AI-driven environmental communication: A sequential mediation model 在人工智能驱动的环境传播中揭示可爱的说服力：一个顺序中介模型

IF 8.3 1区管理学

International Journal of Hospitality Management Pub Date : 2026-04-01 Epub Date: 2026-01-22 DOI: 10.1016/j.ijhm.2026.104557

Chaehyeon Lee , Jin-Soo Lee , Sangwon Park

{"title":"Unveiling the persuasive power of cuteness in AI-driven environmental communication: A sequential mediation model","authors":"Chaehyeon Lee , Jin-Soo Lee , Sangwon Park","doi":"10.1016/j.ijhm.2026.104557","DOIUrl":"10.1016/j.ijhm.2026.104557","url":null,"abstract":"<div><div>The rapid expansion of artificial intelligence (AI) technology in the hospitality industry presents new opportunities to address persistent challenges in traditional pro-environmental communication between service providers and consumers. While cuteness in AI service providers is increasingly adopted as a persuasive communication tool in both academia and industry, its underlying psychological mechanism remains underexplored. This study investigates how perceived cuteness influences consumers’ acceptance of pro-environmental communication through affective processes. Findings reveal that pro-environmental messages delivered by highly cute AI service providers are more effective due to increased message acceptance. Moreover, the sequential mediation model holds only when perceived tenderness precedes message acceptance, highlighting the pivotal role of cuteness-induced emotional responses in enhancing communication effectiveness. By extending affective theories, this study offers meaningful implications for both academic research and hospitality practice.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104557"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146032759","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