Journal of Hospitality and Tourism Management最新文献_第6页

The self-distancing perspective of daily customer mistreatment and employee service behaviors 日常顾客不当对待与员工服务行为的自我疏离视角

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-12-01 DOI: 10.1016/j.jhtm.2024.11.006

Dewen Liu , Chunyang Zhou , Yifu Wu

{"title":"The self-distancing perspective of daily customer mistreatment and employee service behaviors","authors":"Dewen Liu , Chunyang Zhou , Yifu Wu","doi":"10.1016/j.jhtm.2024.11.006","DOIUrl":"10.1016/j.jhtm.2024.11.006","url":null,"abstract":"<div><div>Recent research has explored employees' functional and dysfunctional reactions to customer mistreatment, acknowledging the diverse impacts it can have. Drawing on self-distancing theory, this study offers a novel investigation into hospitality employees’ varied reactions to daily customer mistreatment and identifies the boundary conditions that influence these responses. Using an experience sampling method research design, we conducted a ten-day daily diary survey of 82 hotel employees. Our results reveal that when hospitality employees adopt a self-distanced perspective following daily customer mistreatment, they are more likely to engage in problem-solving pondering during the evening, which leads to enhanced next-day proactive customer service performance. In contrast, when they adopt a self-immersed perspective, they tend to engage in affective rumination during the evening, which increases next-day service sabotage. Additionally, daily coworker reframing strengthens the relationship between daily customer mistreatment and problem-solving pondering during the evening and enhances the mediating role of problem-solving pondering during the evening between daily customer mistreatment and next-day proactive customer service performance. Conversely, daily venting with coworkers reinforces the connection between daily customer mistreatment and affective rumination during the evening, and intensifies the mediating effect of affective rumination during the evening between daily customer mistreatment and next-day service sabotage.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"61 ","pages":"Pages 328-337"},"PeriodicalIF":7.6,"publicationDate":"2024-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142744798","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

Sports icons in nation branding the interplay of motivations, culture and country attachement 体育偶像在国家品牌塑造中的动机、文化和国家依恋的相互作用

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-12-01 DOI: 10.1016/j.jhtm.2024.10.012

Natalia Vila-López , Isabel Pascual-Riquelme , Inés Küster-Boluda , Cristina Aragonés-Jericó

{"title":"Sports icons in nation branding the interplay of motivations, culture and country attachement","authors":"Natalia Vila-López , Isabel Pascual-Riquelme , Inés Küster-Boluda , Cristina Aragonés-Jericó","doi":"10.1016/j.jhtm.2024.10.012","DOIUrl":"10.1016/j.jhtm.2024.10.012","url":null,"abstract":"<div><div>This study investigates the relationships among three main concepts: celebrity's media exposure, celebrity's image, and country image. Additionally, the moderating role of tourists' (i) motivations, (ii) culture, and (iii) country attachment was investigated. To this end, 938 real tourists visiting Spain from 3 nationalities were approached: the UK, France, and Germany. An international market research company provided the data using an online questionnaire among its panelists. Structural equation modelling with JAMOVI, based on R, was used. Our results showed the relevance of both media activities and the image of sports celebrities to enhance the perceived image of the country they represent and, in turn, tourists' intention to revisit and buy national products. First, the image of sports celebrities could improve Spain's brand, mainly (i) among those who travel for sports motives, (ii) from England, and (iii) being highly attached to Spain. Second, the country's image will augment tourists' intention to revisit the country, mainly (i) among non-sports travellers, (ii) from France, and (iii) low-attached tourists. The effectiveness of celebrities' media exposure was confirmed, supporting the Symbolic Communication Theory. Also, sports celebrity endorsement on destination image has been probed, strengthening the usefulness of the Image Transfer Theory. Lastly, the relationship between perceptions, attitudes, and behaviours has been demonstrated, as stated in the Theory of Planned Behavior. To conclude, Destination Marketing Organizations (DMOs) could invest in communication using sports celebrities as the campaign's backbone to improve the Spanish destination image. This policy will work better among (i) those who travel for sports motives, (ii) those from England and (iii) those who are highly attached to Spain.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"61 ","pages":"Pages 316-327"},"PeriodicalIF":7.6,"publicationDate":"2024-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142744797","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

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-25 DOI: 10.1016/j.jhtm.2024.11.002

Zahed Ghaderi

引用次数: 0

Cultural resilience of heritage sites: Dimension exploration and scale development 遗产地的文化复原力：维度探索与规模发展

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-22 DOI: 10.1016/j.jhtm.2024.11.005

Rui Li , Yong-Quan Li , Wen-Qi Ruan , Shu-Ning Zhang , Mei-Yu Wang

{"title":"Cultural resilience of heritage sites: Dimension exploration and scale development","authors":"Rui Li , Yong-Quan Li , Wen-Qi Ruan , Shu-Ning Zhang , Mei-Yu Wang","doi":"10.1016/j.jhtm.2024.11.005","DOIUrl":"10.1016/j.jhtm.2024.11.005","url":null,"abstract":"<div><div>Heritage sites are in a state of instability, facing various disturbances or environmental changes, which may lead to a crisis in cultural protection and inheritance. Importantly, cultural resilience is the key to dissipating these disturbances or even transforming them into sustainable development opportunities, but few studies have conducted theoretical exploration and evaluation on this topic. Therefore, this study aims to conceptualize and develop scales for cultural resilience of heritage sites (CRHS) using online and offline investigations (in-depth interviews, big data mining, and questionnaires). The results from grounded theory procedures reveal that cultural resilience consists of 5 dimensions: cultural resistance, restoration, learning ability, adaptability, and growth. Moreover, a cultural resilience scale with 17 items was developed and proved reliable and valid. This study lays an empirical foundation for the theoretical system development of CRHS and provides resilience ideas and strategies for their cultural protection, inheritance, and sustainable development.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"61 ","pages":"Pages 299-312"},"PeriodicalIF":7.6,"publicationDate":"2024-11-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142696377","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

Virtual voices in hospitality: Assessing narrative styles of digital influencers in hotel advertising 酒店业的虚拟声音：评估酒店广告中数字影响者的叙事风格

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-20 DOI: 10.1016/j.jhtm.2024.11.004

Yide Liu , Tao Ye , Cheng Yu

{"title":"Virtual voices in hospitality: Assessing narrative styles of digital influencers in hotel advertising","authors":"Yide Liu , Tao Ye , Cheng Yu","doi":"10.1016/j.jhtm.2024.11.004","DOIUrl":"10.1016/j.jhtm.2024.11.004","url":null,"abstract":"<div><div>This study investigates the impact of linear and non-linear narrative styles employed by virtual influencers in hospitality marketing, emphasizing their effects on consumer engagement and attitudes. By integrating narrative transportation theory, and parasocial interaction theory, this research elucidates how deliberate narrative choices by virtual influencers can enhance connections between audiences and media figures through co-constructed social constructionism processes. Experimental findings show that while both linear and non-linear narratives promote positive attitudes toward hotels, non-linear narratives have a significantly stronger impact, particularly when a hotel's hedonic features outweigh its utilitarian aspects, with trust acting as a mediator. This study fills gaps in the literature by showing that different narrative styles fit a hotel's specific offerings and target audiences, rather than affecting all consumers the same way. Additionally, it explores the uncertainty within academia regarding the role of sensemaking in the social constructionism process, specifically by examining how consumers' reflective engagement with narratives influences the effectiveness of sensemaking.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"61 ","pages":"Pages 281-298"},"PeriodicalIF":7.6,"publicationDate":"2024-11-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142696379","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 pro-poor ethnic tourism on achieving sustainable development goals 扶贫民族旅游对实现可持续发展目标的影响

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-16 DOI: 10.1016/j.jhtm.2024.11.003

Yan Guo , Robert G. Tian , Marina Vasiljeva

引用次数: 0

Cross-industry career mobility of hospitality and tourism graduates: Motivations and transferrable skills 酒店与旅游专业毕业生的跨行业职业流动：动机和可转移的技能

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-15 DOI: 10.1016/j.jhtm.2024.11.001

YooHee Hwang, Sau Yin Cheung, Vincent Wing Sun Tung, Kaye Chon

{"title":"Cross-industry career mobility of hospitality and tourism graduates: Motivations and transferrable skills","authors":"YooHee Hwang, Sau Yin Cheung, Vincent Wing Sun Tung, Kaye Chon","doi":"10.1016/j.jhtm.2024.11.001","DOIUrl":"10.1016/j.jhtm.2024.11.001","url":null,"abstract":"<div><div>Career mobility is common among hospitality and tourism graduates, often moving from one industry to another (cross-industry career mobility). The current study aims to investigate motivations for cross-industry career mobility. Moreover, this study identifies transferrable skills and sources of such skills from college and work experiences. Although previous studies have advanced our understanding of why hospitality and tourism graduates leave the industry, there is limited research on transferrable skills for cross-industry career mobility. The current study addresses this knowledge gap. The authors gathered qualitative data via 28 in-depth semi-structured interviews from hospitality and tourism graduates working in other industries, such as consulting, information technology, and finance. The current study advances understanding of why and how hospitality and tourism graduates move to other industries by drawing on the career mobility theory and the effort-reward imbalance model. Mentorship programs that connect alumni working in other industries and flexible internship arrangements to include various industries are recommended, given an increasing number of graduates going to other fields.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"61 ","pages":"Pages 261-269"},"PeriodicalIF":7.6,"publicationDate":"2024-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142661113","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 visual effects of emoji in social media travel sharing on user engagement 社交媒体旅游分享中的表情符号对用户参与的视觉效果

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-12 DOI: 10.1016/j.jhtm.2024.10.008

Huili Yan , Chenxin Shen , Yuzhi Wei , Hao Xiong

引用次数: 0

Service robots in crowded environments: How crowd dynamics shape robotic adoption intention at events 拥挤环境中的服务机器人：人群动态如何影响活动中采用机器人的意愿

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-10 DOI: 10.1016/j.jhtm.2024.10.005

Pei Zhang , Jijun Jackie Chen , Dan Jin , Shinyong Shawn Jung

{"title":"Service robots in crowded environments: How crowd dynamics shape robotic adoption intention at events","authors":"Pei Zhang , Jijun Jackie Chen , Dan Jin , Shinyong Shawn Jung","doi":"10.1016/j.jhtm.2024.10.005","DOIUrl":"10.1016/j.jhtm.2024.10.005","url":null,"abstract":"<div><div>Service robots tackle labor shortages and improve customer experiences. While research has examined factors affecting robotic adoption, the impact of social crowdedness remains unexplored. Through a multi-experimental design, this study adopts a dual-role perspective to investigate how social crowdedness interacts with prominent robot-related factors (i.e., conversation initiation and personality), as a predictor and a moderator, in influencing robotic adoption intention in event settings. Key findings show that attendees are less willing to adopt robots in crowded settings, unless the robot initiates interaction, which are perceived as more intelligent and socially adept. The interaction between robot personality and social crowdedness reveals the contextual role of crowdedness in human-robot interactions, with social interactivity and perceived intelligence mediating the relationship. This study fills a critical gap in service robot literature by examining how social crowdedness influences human-robot interactions and intersects with key aspects of robot design. It also offers practical guidance for event organizers, suggesting collaboration with service partners to program robots for proactivity, personality, and crowdedness dependent.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"61 ","pages":"Pages 251-260"},"PeriodicalIF":7.6,"publicationDate":"2024-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142661112","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

Navigating pro-environmental behavior among tourists: The role of value-belief-norm theory, personality traits, and commitment 游客的环保行为导航：价值-信念-规范理论、人格特质和承诺的作用

IF 7.6 1区管理学

Journal of Hospitality and Tourism Management Pub Date : 2024-11-09 DOI: 10.1016/j.jhtm.2024.10.010

Tianyu Pan , Wuzhen Zhou

引用次数: 0