Journal of Hospitality and Tourism Management最新文献_第10页

What do today's Chinese tourists expect from tour guides? A mixed-method approach to understanding the evolving guide roles 今天的中国游客对导游有何期待？用混合方法了解不断演变的导游角色

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-04-17 DOI: 10.1016/j.jhtm.2024.04.002

Cora Un In Wong , Lianping Ren , Caiwei Ma , Johnny Fat Iam Lam

{"title":"What do today's Chinese tourists expect from tour guides? A mixed-method approach to understanding the evolving guide roles","authors":"Cora Un In Wong , Lianping Ren , Caiwei Ma , Johnny Fat Iam Lam","doi":"10.1016/j.jhtm.2024.04.002","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.04.002","url":null,"abstract":"<div><p>Rapid social and economic changes and the increasing use of resourceful ICT applications, together with the emergence of “experience” centered tourism, have kept the required tour guide's roles and skills evolving. However, little research has explored how those roles have morphed over time from the traditional ones. Via a mixed-method approach - in-depth interviews (N = 16) and a questionnaire survey conducted at two phases (N = 199 + 311), this study explores today's Chinese tourists' preferred guide roles, and how those preferences affect their tour experience. Thematic analysis of the qualitative data, in addition to the exploratory factor analysis, confirmatory factor analysis, and regression analysis were conducted. The results provide five dimensions of the preferred guide roles, including group management, information provision, consultation, positive change fostering, as well as information technology facilitation. In particular, this paper is the first to report, from the lens of package tourists, that “positive change fostering” and “ICT facilitation” are new dimensions of the guide's roles. The findings expand the genre of guides' roles in a techno-driven world. In addition, the five identified dimensions provide important references for the industry on what guiding expertise should be developed.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 102-115"},"PeriodicalIF":8.3,"publicationDate":"2024-04-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140605689","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 role of service robots in enhancing customer satisfaction in embarrassing contexts 服务机器人在提高客户满意度方面的作用令人尴尬

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-04-17 DOI: 10.1016/j.jhtm.2024.04.008

Luan Guo , Liduo Gong , Ziyang Xu , Wei Wang , Ming-Hsiang Chen

引用次数: 0

Would the blind box be more effective? The role of uncertainty in consumers’ post-recovery satisfaction 盲箱会更有效吗？不确定性在消费者恢复后满意度中的作用

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-04-13 DOI: 10.1016/j.jhtm.2024.04.006

Huili Yan , Luqing Wang , Hao Xiong

{"title":"Would the blind box be more effective? The role of uncertainty in consumers’ post-recovery satisfaction","authors":"Huili Yan , Luqing Wang , Hao Xiong","doi":"10.1016/j.jhtm.2024.04.006","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.04.006","url":null,"abstract":"<div><p>The tourism and hospitality industries are notably highly likely to experience service failures due to frequent contact with service personnel. These industries actively seek innovative strategies to enhance consumers’ post-recovery satisfaction without increasing costs. Drawing on social exchange theory and regulatory focus theory, this study examines whether uncertainty can be an effective recovery method for service failures through four experiments. Findings indicate that uncertainty can enhance perceived fun and post-recovery satisfaction in situations of low-severe failure severity and hedonic consumption. However, in cases of high-severity failures and utilitarian consumption, uncertainty can lead to perceived insincerity and reduce post-recovery satisfaction. We also investigate the moderating role of customer inoculation and find that customer inoculation is effective in amplifying the positive impact of the uncertainty effect and mitigating its negative impact. This paper expands the literature on uncertainty utilization and service recovery strategies by determining whether and when uncertainty is appropriate in service recovery.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 86-101"},"PeriodicalIF":8.3,"publicationDate":"2024-04-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140551661","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

Are our voices now heard? Reflections on Indigenous tourism research 我们的声音现在被听到了吗？对土著旅游研究的思考

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-04-05 DOI: 10.1016/j.jhtm.2024.03.010

Shea Calvin , Tamara Young , Margurite Hook , Noah Nielsen , Erica Wilson

{"title":"Are our voices now heard? Reflections on Indigenous tourism research","authors":"Shea Calvin , Tamara Young , Margurite Hook , Noah Nielsen , Erica Wilson","doi":"10.1016/j.jhtm.2024.03.010","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.03.010","url":null,"abstract":"<div><p>More than a decade ago, Nielsen and Wilson (2012) developed the ‘Critical Typology of Indigenous Tourism Research’ in this very publication, the <em>Journal of Hospitality and Tourism Management.</em> They argued that Indigenous voices are rarely heard in tourism research that is dominated by White, western academics. Critical tourism scholars are still echoing this sentiment today, calling attention to the need for Indigenous tourism research to be led by Indigenous peoples. This research commentary rethinks and reframes the typology, presenting an Indigenised model, the ‘Spectrum of Indigenous Engagement’. This contemporary model presents four approaches: <em>blind, superficial</em>, <em>collaborative</em> and <em>Indigenist</em>, illustrated by recent examples of Indigenous tourism research. The paper draws attention to scholars who are effectively implementing innovation and inclusive methods of Indigenous engagement, and identifies barriers to the widespread adoption of Indigenist research approaches. Above all, this paper seeks to provoke increased reflexivity and critical dialogue within the Indigenous tourism research community.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 81-85"},"PeriodicalIF":8.3,"publicationDate":"2024-04-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140351031","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 dynamic outcomes of service recovery in tourism services: A latent growth modeling approach 旅游服务业服务恢复的动态结果：潜在增长模型方法

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-04-01 DOI: 10.1016/j.jhtm.2024.03.006

Luyao Zhi , Hong-Youl Ha

{"title":"The dynamic outcomes of service recovery in tourism services: A latent growth modeling approach","authors":"Luyao Zhi , Hong-Youl Ha","doi":"10.1016/j.jhtm.2024.03.006","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.03.006","url":null,"abstract":"<div><p>The cross-sectional focus of service recovery literature can lead to a static effect or snapshot view of consumer responses; however, the dynamic outcomes of service recovery should play an important role in driving performance. Using a longitudinal approach, this study focuses on the dynamic changes in customers’ psychological responses during service recovery events. This study provides strong evidence that customer forgiveness and attitudes shift positively when service recovery efforts increase rapidly. We also no difference in the initial value of customer forgiveness, whereas its rate of change rises sharply toward behavioral intentions. Interestingly, the mean of customer forgiveness drops between T1 and T2 and increases sharply again at T3 (constituting a U-shaped curve). In contrast, the mean of customer attitudes steadily increases from T1 to T3. Therefore, we demonstrate that customer forgiveness and attitude trajectories vary, and their impacts can be extended or diluted during service recovery events. Thus, our research highlights that dynamic pathways are essential because they significantly influence behavioral intentions beyond the impact of the static levels, resulting in dynamic pathways playing a fundamental role in driving recovery performance.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 70-80"},"PeriodicalIF":8.3,"publicationDate":"2024-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140332576","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

Impact of supervisor identity on hospitality employees’ work intentions: Rethinking of social dominance and intersectionality theory 主管身份对酒店业员工工作意向的影响：对社会主导地位和交叉性理论的反思

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-03-29 DOI: 10.1016/j.jhtm.2024.03.011

Jeongeun Park , Xi Y. Leung , Sandra Sun-Ah Ponting , Lisa Cain

{"title":"Impact of supervisor identity on hospitality employees’ work intentions: Rethinking of social dominance and intersectionality theory","authors":"Jeongeun Park , Xi Y. Leung , Sandra Sun-Ah Ponting , Lisa Cain","doi":"10.1016/j.jhtm.2024.03.011","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.03.011","url":null,"abstract":"<div><p>This study employs social dominance theory to investigate the influence of supervisors' group identification, including gender, ethnicity, and sexual orientation, on hospitality employees' work intentions with supervisors. By including trust in supervisor as a mediator and the need for cognition as a moderator, this study offers insight into the psychological process through which hospitality employees develop their intentions to work with a certain group of supervisors. The results from a 2 × 2 × 2 between-subjects experiment suggest that the supervisor's gender and sexual orientation affect employees' intentions to work with the supervisor, while ethnicity does not. Results also reveal the mediating effect of trust in supervisor and the moderating effect of the need for cognition on the relationship between supervisors' group identification and intentions to work with the supervisor. Study findings have theoretical and managerial implications for developing diversity management practices in hospitality.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 49-59"},"PeriodicalIF":8.3,"publicationDate":"2024-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140320643","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

Plural form business strategy and financial reporting quality in hospitality firms 酒店业企业的复数形式经营战略与财务报告质量

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-03-29 DOI: 10.1016/j.jhtm.2024.03.008

Cédric Poretti , Tiphaine Jérôme , Prashant Das

引用次数: 0

“My friend, my friend, free try, free try”: An investigation of peddling activities through implicit self-theory "我的朋友，我的朋友，免费试用，免费试用"：通过内隐自我理论调查兜售活动

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-03-28 DOI: 10.1016/j.jhtm.2024.03.009

Tuan Phong Ly, Virginia Meng-Chan Lau

{"title":"“My friend, my friend, free try, free try”: An investigation of peddling activities through implicit self-theory","authors":"Tuan Phong Ly, Virginia Meng-Chan Lau","doi":"10.1016/j.jhtm.2024.03.009","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.03.009","url":null,"abstract":"<div><p>Hawking and peddling activities are common in tourist attractions to elicit tourist patronage. These controversial practices add vibes to the destination for some but are considered annoying to others. Based on the implicit theories, this paper aims to explore how the lay beliefs of individuals affect customer perceptions towards these practices and the tourist destination. Forty-one semi-structured interviews were conducted at hawking sites in Macao to examine how individuals with divergent mindsets react towards a spectrum of characteristics associated with peddling activities. The findings reveal that entity and incremental theorists form distinct evaluations, encompassing factors such as risk assessment, meaning attribution, experience connections, brand recognition, signalling, and stereotypes. These perceptions are developed throughout different information processing stages, including attention allocation, encoding, retrieval, and reasoning. These results provide insights for businesses and DMOs in administering peddling activities by ensuring accurate information, promoting fair practices and enforcing a trustworthy judicial system.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 36-48"},"PeriodicalIF":8.3,"publicationDate":"2024-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140320642","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

Trouble in paradise? Collaboration behavior and ethics of micro-influencers in the hospitality industry 天堂里的麻烦？酒店业微影响力的合作行为与道德规范

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-03-27 DOI: 10.1016/j.jhtm.2024.03.005

Zhuowei(Joy) Huang , Giancarlo Fedeli , Mingming Cheng

{"title":"Trouble in paradise? Collaboration behavior and ethics of micro-influencers in the hospitality industry","authors":"Zhuowei(Joy) Huang , Giancarlo Fedeli , Mingming Cheng","doi":"10.1016/j.jhtm.2024.03.005","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.03.005","url":null,"abstract":"<div><p>This research is to examine consumers' perceptions and responses to the exchange between social media micro-influencers and hospitality businesses in “collaboration” scenarios. Two studies are designed in series with qualitative and quantitative research methods. Study I uses YouTube comments to identify four dimensions of people's ethical perceptions of social media micro-influencers collaboration behavior. Study II follows up and designs a 2 × 2 experiment to empirically examine consumers' cognitive and behavioral responses to micro-influencers collaboration behavior. Findings of this study indicate that consumers tend to dislike micro-influencer's “collaboration” behavior, though their responses differ between the four scenarios designed in the study. In particular, micro-influencer's comments (positive or negative) have more salient impacts on consumers' responses to micro-influencers, compared with business owners' responses to the collaboration behavior (accept or decline). It considers the transformative impacts of social media and the collaboration phenomenon in hospitality settings, and extends the application of equity theory by including the third party's perspectives of social media users.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 25-35"},"PeriodicalIF":8.3,"publicationDate":"2024-03-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140309131","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

Wildlife charisma and pro-environmental behaviour：A perspective from self-transcendent emotions theory 野生动物的魅力与亲环境行为：自我超越情感理论的视角

IF 8.3 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-03-23 DOI: 10.1016/j.jhtm.2024.03.007

Yu Pan , Ziye Shang , Chen Zhao

{"title":"Wildlife charisma and pro-environmental behaviour：A perspective from self-transcendent emotions theory","authors":"Yu Pan , Ziye Shang , Chen Zhao","doi":"10.1016/j.jhtm.2024.03.007","DOIUrl":"https://doi.org/10.1016/j.jhtm.2024.03.007","url":null,"abstract":"<div><p>The pro-environmental behaviour (PEB) of visitors is critical to wildlife and habitat conservation. Using self-transcendent emotions theory, this study extends the literature on PEB in terms of wildlife charisma. This study specifically investigates the impact of wildlife charisma on PEB by addressing the mediating role of the emotional experience of awe and moderating role of literary association. Data were collected from 364 domestic tourists who visited a red-crowned crane reserve in China, which find that awe mediates the impact of wildlife charisma on PEB. Findings suggest that literary association plays a positive moderating role on the relationship between wildlife charisma and awe. This study not only verifies the original theoretical framework of self-transcendent emotions but also enriches the understanding of the factors that prompt the experience of awe through natural beauty within this framework. By introducing literary association, it offers a more comprehensive explanation of the relationship from appreciating beauty to experiencing awe. Wildlife reserve managers should not only emphasize the natural beauty of animals but also consider the connection between relevant wildlife and local cultural elements. This can guide people to appreciate the beauty of red-crowned crane and, in turn, influence visitors’ PEB.</p></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"59 ","pages":"Pages 14-24"},"PeriodicalIF":8.3,"publicationDate":"2024-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140191566","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