Journal of Hospitality and Tourism Technology最新文献_第8页

Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention 谁在什么时候做了什么?聊天机器人的服务恢复对顾客满意度和重访意愿的影响

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-04-13 DOI: 10.1108/jhtt-06-2021-0164

Yimin Zhu, Jiemin Zhang, Jifei Wu

{"title":"Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention","authors":"Yimin Zhu, Jiemin Zhang, Jifei Wu","doi":"10.1108/jhtt-06-2021-0164","DOIUrl":"https://doi.org/10.1108/jhtt-06-2021-0164","url":null,"abstract":"\u0000Purpose\u0000This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery.\u0000\u0000\u0000Design/methodology/approach\u0000Two experiments were conducted to test the proposed hypotheses.\u0000\u0000\u0000Findings\u0000The results show that compared with human employees’ recovery, chatbots’ recovery leads to lower customer satisfaction and revisit intention. This effect is more significant for symbolic recovery instead of economic recovery. Perceived distributive and interactional justice mediate the interaction effect of recovery provider and recovery strategy on recovery performance. Using immediate recovery rather than delayed recovery can attenuate chatbots’ poor performances in symbolic recovery.\u0000\u0000\u0000Originality/value\u0000This study enriches the chatbot research and the service recovery literature by deploying chatbots into the service recovery setting. Using an integrated theoretical model including recovery strategy and recovery timing, this study provides substantive insight into how firms can enhance chatbots’ recovery performances.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-04-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49247438","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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: 1

Consumer behavior of mobile food ordering app users during COVID-19: dining attitudes, e-satisfaction, perceived risk, and continuance intention COVID-19期间移动订餐应用用户的消费行为:用餐态度、电子满意度、感知风险和延续意愿

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-04-11 DOI: 10.1108/jhtt-04-2021-0129

Beybala Timur, Yasin Oguz, V. Yilmaz

{"title":"Consumer behavior of mobile food ordering app users during COVID-19: dining attitudes, e-satisfaction, perceived risk, and continuance intention","authors":"Beybala Timur, Yasin Oguz, V. Yilmaz","doi":"10.1108/jhtt-04-2021-0129","DOIUrl":"https://doi.org/10.1108/jhtt-04-2021-0129","url":null,"abstract":"\u0000Purpose\u0000Mobile food ordering apps (MFOAs) became more popular, thanks to social distancing regulations during the COVID-19 outbreak. People started to order food using these apps more than usual. As customers seem happy to use these apps, there is always a risk of spreading infection. These facts inevitably shape customer intentions. Therefore, this study aims to empirically assess the MFOA user dining attitudes (DA), e-satisfaction (ES) and continuance intention (CI) regarding the perceived risk (PR) during the COVID-19 pandemic in Türkiye.\u0000\u0000\u0000Design/methodology/approach\u0000This study used structural equation modelling (SEM) in the expectation confirmation theory and technology acceptance model. Data collection instruments were derived from existing literature, and 625 questionnaires were collected via online surveys. The data collection instrument consisted of eight parts that aimed to gather information about participants’ demographics, expectation confirmation, perceived ease of use, perceived usefulness, ES, PR and CI.\u0000\u0000\u0000Findings\u0000Results showed significant relationships between ES, DA, PR and CI. The most remarkable finding is that while ES influences customers to reuse MFOAs, PR causes a decrease in CI.\u0000\u0000\u0000Originality/value\u0000This study model broadened the existing MFOA study models by adding risk factors. Also, it made a valuable contribution to emerging MFOA literature both in Türkiye and the world.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43331923","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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: 2

Gamification and proenvironmental performance: could tourists return home with more sustainable habits? 游戏化和环保表现:游客回国后能否养成更可持续的习惯?

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-03-17 DOI: 10.1108/jhtt-06-2022-0161

Lidia Aguiar-Castillo, Shivani Rajendra-Teli, R. Pérez-Jiménez

{"title":"Gamification and proenvironmental performance: could tourists return home with more sustainable habits?","authors":"Lidia Aguiar-Castillo, Shivani Rajendra-Teli, R. Pérez-Jiménez","doi":"10.1108/jhtt-06-2022-0161","DOIUrl":"https://doi.org/10.1108/jhtt-06-2022-0161","url":null,"abstract":"\u0000Purpose\u0000This study aims to demonstrate that gamification applied to an environmental behavior can create a habit. For this, it is necessary to determine the connection between traveler satisfaction and the different kinds of stimulus (extrinsic, intrinsic and internalized extrinsic).\u0000\u0000\u0000Design/methodology/approach\u0000Survey data was gathered from gamers invited to answer a questionnaire after using an app in field experimentation in pilot cities in France, Spain and Portugal designated by the UrbanWaste committee (European Project). All data were studied using path equation modeling in AMOS software to test the study's dimensions and proposed research model.\u0000\u0000\u0000Findings\u0000This study showed that, although gamification tools may be necessary to generate a habit in the first phase, these tools are superfluous when this habit is internalized.\u0000\u0000\u0000Originality/value\u0000This study's originality lies in the relationship between traveler satisfaction with gamification and the generation of an environmental practice that also contributes to forming a positive image of the host destination.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43954525","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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: 1

Relationships among memorable brand experience, brand preference, and behavioral intentions: focusing on the difference between robot servers and human servers 令人难忘的品牌体验、品牌偏好和行为意图之间的关系：关注机器人服务器和人类服务器之间的差异

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-03-14 DOI: 10.1108/jhtt-09-2021-0254

Jinsoo Hwang, Hyunjoon Kim, H. M. Kim

{"title":"Relationships among memorable brand experience, brand preference, and behavioral intentions: focusing on the difference between robot servers and human servers","authors":"Jinsoo Hwang, Hyunjoon Kim, H. M. Kim","doi":"10.1108/jhtt-09-2021-0254","DOIUrl":"https://doi.org/10.1108/jhtt-09-2021-0254","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot servers and human servers. In addition, this study investigated the relationships among the four concepts.\u0000\u0000\u0000Design/methodology/approach\u0000The data was collected from 296 customers who experienced robot servers and from 307 customers who experienced human servers.\u0000\u0000\u0000Findings\u0000The data analysis results indicated that there was a statistical difference with the mean value of the five concepts according to the type of employee. The results also revealed that memorable brand experience has a positive influence on brand preference, which in turn positively influences intentions to use, word-of-mouth and willingness to pay more.\u0000\u0000\u0000Originality/value\u0000This study attempted to find the difference between robot servers and human servers in memorable brand experience, brand preference and behavioral intentions in the restaurant industry for the first time.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41740741","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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: 1

Exploring users’ continuance intention towards a peer-to-peer accommodation sharing platform 探索用户对点对点住宿共享平台的持续意向

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-03-07 DOI: 10.1108/jhtt-04-2020-0074

K. Ofori, Junwu Chai, Ogechi Adeola, Aidatu Abubakari, G. O. Ampong, Stephen Mahama Braimah, R. Boateng

{"title":"Exploring users’ continuance intention towards a peer-to-peer accommodation sharing platform","authors":"K. Ofori, Junwu Chai, Ogechi Adeola, Aidatu Abubakari, G. O. Ampong, Stephen Mahama Braimah, R. Boateng","doi":"10.1108/jhtt-04-2020-0074","DOIUrl":"https://doi.org/10.1108/jhtt-04-2020-0074","url":null,"abstract":"\u0000Purpose\u0000Focused on peer-to-peer accommodation sharing, this paper aims to investigate the effect of perceived value on the two dimensions of satisfaction (transaction- and experience-based) and continuance intention involved in using a platform featuring triadic relationships.\u0000\u0000\u0000Design/methodology/approach\u0000Survey data were collected from 392 Airbnb users and analysed using the partial least squares approach to structural equation modelling.\u0000\u0000\u0000Findings\u0000All dimensions of perceived value had a significant effect on transaction-based satisfaction. Symbolic value did not have a significant effect on satisfaction. Transaction- and experience-based satisfaction had a significant effect on continuance intention.\u0000\u0000\u0000Research limitations/implications\u0000The findings highlight the differential effects of dimensions of perceived value for understanding customer satisfaction and continuance intention in the peer-to-peer accommodation context. The study focused on only one sector of the sharing economy, namely, the peer-to-peer accommodation sector.\u0000\u0000\u0000Originality/value\u0000The study offers fresh insights on the nexus between value perceptions and continuance intention in the context of peer-to-peer accommodation.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-03-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42374577","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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

Role of recommendation sizes and travel involvement in evaluating travel destination recommendation services: comparison between artificial intelligence and travel experts 推荐规模和旅游参与在评估旅游目的地推荐服务中的作用:人工智能和旅游专家的比较

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-03-07 DOI: 10.1108/jhtt-01-2022-0013

W. Jang, Soojin Kim, JungWon Chun, A. Jung, Hany Kim

引用次数: 0

Investigating the impact of large-scale exhibitions on hotel room rates from a spatial-temporal perspective: a case of the Canton Fair in China 时空视角下大型展览对酒店房价的影响研究——以中国广交会为例

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-03-03 DOI: 10.1108/jhtt-04-2021-0126

Li Zhou, Ying Lu, Hu Yu, Lin Lu, Dianting Wu, Juanjuan Zhao

{"title":"Investigating the impact of large-scale exhibitions on hotel room rates from a spatial-temporal perspective: a case of the Canton Fair in China","authors":"Li Zhou, Ying Lu, Hu Yu, Lin Lu, Dianting Wu, Juanjuan Zhao","doi":"10.1108/jhtt-04-2021-0126","DOIUrl":"https://doi.org/10.1108/jhtt-04-2021-0126","url":null,"abstract":"\u0000Purpose\u0000While the economic benefits of the exhibition industry for the hotel sector have been addressed, the impact of exhibitions on individual hotels is unknown, especially when individual hotels’ star classification and locations are considered. This study aims to provide a better understanding of how room rates of different hotels change during different stages of the Canton Fair in China from a spatial-temporal perspective.\u0000\u0000\u0000Design/methodology/approach\u0000Room rates of 681 star-hotels within the city of Guangzhou before, during and after the Fair were extracted from websites. Through spatial interpolation and autocorrelation analysis and geographical detector (GeoDetector) technique, spatial and temporal patterns of hotel room rates and the interdependence between the convention center and the hotels with different star classification and locations were examined.\u0000\u0000\u0000Findings\u0000An inverse-U shape of room rate change was identified before, during and after the Fair, and the five-star hotels had the sharpest increase. Moreover, the distribution of hotel room rates followed the law of distance decay. The variation of hotel rates became larger when the distance to the convention center was larger. Spatial high-high clusters varied among hotels with different star classification.\u0000\u0000\u0000Originality/value\u0000This study contributed to the hotel literature by providing empirical evidence regarding how hotels with different star classification and locations were affected by events. This study also advanced the event literature by introducing GeoDetector. The findings of this study offered insights into the hotel location selection, pricing strategies and hotel collaboration with events.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-03-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48794048","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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

Antecedents and consequences of strategic online-reputation management: moderating effect of online tools 战略性网络声誉管理的前因与后果：网络工具的调节效应

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-02-28 DOI: 10.1108/jhtt-05-2021-0144

Francisco Peco-Torres, A. I. Polo-Peña, D. M. Frías jamilena

{"title":"Antecedents and consequences of strategic online-reputation management: moderating effect of online tools","authors":"Francisco Peco-Torres, A. I. Polo-Peña, D. M. Frías jamilena","doi":"10.1108/jhtt-05-2021-0144","DOIUrl":"https://doi.org/10.1108/jhtt-05-2021-0144","url":null,"abstract":"\u0000Purpose\u0000This study aims to examine the antecedents and consequences of strategic online-reputation management among tourism firms. It is proposed that customer relationship management (CRM) is an antecedent of strategic online-reputation management, brand equity is a consequence of strategic online-reputation management and the use of online tools moderates the effect of strategic online-reputation management and CRM on brand equity.\u0000\u0000\u0000Design/methodology/approach\u0000A quantitative empirical study is conducted among online marketing managers of chain hotels. Structural equation modeling (SEM) is used to verify the proposed relationships.\u0000\u0000\u0000Findings\u0000The results show that CRM is an antecedent of strategic online-reputation management, and that strategic online-reputation management and CRM exert a positive effect on brand equity among firms that frequently use a range of online tools. No such effect is found in cases of limited usage of online tools.\u0000\u0000\u0000Practical implications\u0000Tourism firms seeking to achieve greater brand equity by means of strategic online-reputation management should implement CRM and make extensive use of online tools.\u0000\u0000\u0000Originality/value\u0000The main contributions of this study are that it analyzes the antecedents and consequences of strategic online-reputation management jointly and empirically; studies the moderating role of the use of online tools in the effect of online strategies – such as online-reputation management and CRM – on brand equity; and studies the consequences of CRM in online media.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43500362","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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: 1

Co-creation of value in smart ecosystems: past trends and future directions in tourism literature 智能生态系统中的价值共创：旅游文献的过去趋势和未来方向

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-02-17 DOI: 10.1108/jhtt-04-2021-0122

Estrella Díaz, Águeda Esteban, Christina Koutra, S. Almeida, Rocío Carranza

{"title":"Co-creation of value in smart ecosystems: past trends and future directions in tourism literature","authors":"Estrella Díaz, Águeda Esteban, Christina Koutra, S. Almeida, Rocío Carranza","doi":"10.1108/jhtt-04-2021-0122","DOIUrl":"https://doi.org/10.1108/jhtt-04-2021-0122","url":null,"abstract":"\u0000Purpose\u0000This study aims to present a general approach for understanding and analyzing the thematic evolution of the concept of co-creation in smart environments within the tourism context.\u0000\u0000\u0000Design/methodology/approach\u0000This study performs a co-word analysis with a longitudinal framework that produces strategic diagrams to categorize the detected themes and concepts related to co-creation.\u0000\u0000\u0000Findings\u0000By combining the performance analysis of science mapping, the following clusters are distinguished: information technology, social media and behavior; tourism organizations, management and innovation; co-creation, technology and sharing economy; co-production and hospitality; and Smart tourism, destinations, sustainability and residents.\u0000\u0000\u0000Originality/value\u0000This study provides a valuable tool for tourism scholars and managers to effectively analyze the importance of different themes linked to co-creation in the concept of the smart environment. This research outlines the evolving issues in and around the touchpoints and associated emerging research topics for future research.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49277402","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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: 4

Investigating customer acceptance, usage, trust, and perceived safety risk of self-ordering kiosk technology in Malaysian quick-service restaurants during COVID-19 pandemic 调查2019冠状病毒病大流行期间马来西亚快餐店自助点餐亭技术的客户接受度、使用情况、信任度和感知安全风险

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-02-17 DOI: 10.1108/jhtt-08-2021-0226

N. Baba, M. Hanafiah, A. Mohd Shahril, Muhammad Izzat Zulkifly

{"title":"Investigating customer acceptance, usage, trust, and perceived safety risk of self-ordering kiosk technology in Malaysian quick-service restaurants during COVID-19 pandemic","authors":"N. Baba, M. Hanafiah, A. Mohd Shahril, Muhammad Izzat Zulkifly","doi":"10.1108/jhtt-08-2021-0226","DOIUrl":"https://doi.org/10.1108/jhtt-08-2021-0226","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to empirically examine the interrelationship between customer acceptance and usage of self-ordering kiosks, purchase behaviour and post-purchase behaviour in quick-service restaurants. This study also hypothesised that the perceived safety risk moderates the relationship between customer purchase and post-purchase behaviour.\u0000\u0000\u0000Design/methodology/approach\u0000This study adopted a quantitative research methodology using an online survey. During the data collection process, 430 responses were obtained. The partial-least square-structural equation modelling was used to test the study’s model and hypotheses.\u0000\u0000\u0000Findings\u0000The results of this study indicated that performance expectancy, effort expectancy, facilitating conditions, social influence, facilitating conditions, hedonic motivation and trust significantly influence purchase behaviour through the self-ordering kiosks. Meanwhile, price value and customer habit did not affect purchasing behaviour, while perceived safety risk as a moderator does not influence re-purchase behaviour.\u0000\u0000\u0000Practical implications\u0000This study provides valuable implications for foodservice researchers and marketers related explicitly to technology adoption in restaurant services. Given the positive outlook on self-ordering kiosk usage, quick-service restaurants should continuously improve their ordering kiosk adoption and efficiency, especially during the health pandemic.\u0000\u0000\u0000Originality/value\u0000This study is one of the few to predict and explain the consumer acceptance of self-service kiosks by integrating the Unified Theory of Acceptance and Use of Technology 2 model with other essential behavioural constructs. The inclusion of trust and perceived safety risk construct enhances the study model’s adaptability during health crises.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47021194","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"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