International Journal of Contemporary Hospitality ManagementTable of Contents for International Journal of Contemporary Hospitality Management. List of articles from the current issue, including Just Accepted (EarlyCite)https://www.emerald.com/insight/publication/issn/0959-6119/vol/36/iss/13?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestInternational Journal of Contemporary Hospitality ManagementEmerald Publishing LimitedInternational Journal of Contemporary Hospitality ManagementInternational Journal of Contemporary Hospitality Managementhttps://www.emerald.com/insight/proxy/containerImg?link=/resource/publication/journal/dfcbe54148669d023c979818b4482006/urn:emeraldgroup.com:asset:id:binary:ijchm.cover.jpghttps://www.emerald.com/insight/publication/issn/0959-6119/vol/36/iss/13?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestExperience-driven well-being: the case of unmanned smart hotelshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1063/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDrawing on the theory of memory-dominant logic, this study aims to examine how the substantive staging of the servicescape, experience co-creation, experiential satisfaction and experience intensification affect experience memorability and hedonic well-being in the case of unmanned smart hotels. An online survey was used, with the target respondents being hotel guests people aged 18 years and older who had been recent guests of the FlyZoo Hotel in Hangzhou, China. Data were collected online from 429 guests who had stayed in the hotel between April and June 2023. Data analysis was undertaken using structural equation modelling. The results suggest that all the proposed four constructs are positive drivers of a memorable unmanned smart hotel experience. The relationship between the memorability of the hotel experience and hedonic well-being was found to be significant and positive. Unmanned smart hotels should ensure that all smart technologies function effectively and dependably and offer highly personalised services to guests, allowing them to co-create their experiences. This will lead to the guest receiving a satisfying and memorable experience. To enable experience co-creation using smart technologies, unmanned smart hotels could provide short instructional videos for guests, as well as work closely with manufacturers and suppliers to ensure that smart technology systems are regularly updated. This study investigates the antecedents and outcomes of a novel phenomenon and extends the concept of memorable tourism experiences to the context of unmanned smart hotels.Experience-driven well-being: the case of unmanned smart hotels
Erose Sthapit, Chunli Ji, Yang Ping, Catherine Prentice, Brian Garrod, Huijun Yang
International Journal of Contemporary Hospitality Management, Vol. 36, No. 13, pp.1-18

Drawing on the theory of memory-dominant logic, this study aims to examine how the substantive staging of the servicescape, experience co-creation, experiential satisfaction and experience intensification affect experience memorability and hedonic well-being in the case of unmanned smart hotels.

An online survey was used, with the target respondents being hotel guests people aged 18 years and older who had been recent guests of the FlyZoo Hotel in Hangzhou, China. Data were collected online from 429 guests who had stayed in the hotel between April and June 2023. Data analysis was undertaken using structural equation modelling.

The results suggest that all the proposed four constructs are positive drivers of a memorable unmanned smart hotel experience. The relationship between the memorability of the hotel experience and hedonic well-being was found to be significant and positive.

Unmanned smart hotels should ensure that all smart technologies function effectively and dependably and offer highly personalised services to guests, allowing them to co-create their experiences. This will lead to the guest receiving a satisfying and memorable experience. To enable experience co-creation using smart technologies, unmanned smart hotels could provide short instructional videos for guests, as well as work closely with manufacturers and suppliers to ensure that smart technology systems are regularly updated.

This study investigates the antecedents and outcomes of a novel phenomenon and extends the concept of memorable tourism experiences to the context of unmanned smart hotels.

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Experience-driven well-being: the case of unmanned smart hotels10.1108/IJCHM-07-2023-1063International Journal of Contemporary Hospitality Management2024-01-16© 2024 Erose Sthapit, Chunli Ji, Yang Ping, Catherine Prentice, Brian Garrod and Huijun Yang.Erose SthapitChunli JiYang PingCatherine PrenticeBrian GarrodHuijun YangInternational Journal of Contemporary Hospitality Management36132024-01-1610.1108/IJCHM-07-2023-1063https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1063/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Erose Sthapit, Chunli Ji, Yang Ping, Catherine Prentice, Brian Garrod and Huijun Yang.http://creativecommons.org/licences/by/4.0/legalcode
The curatorial turn in tourism and hospitalityhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0905/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study, a conceptual paper, analyses the growth of curation in tourism and hospitality and the curator role in selecting and framing products and experiences. It considers the growth of expert, algorithmic, social and co-creative curation modes and their effects. Narrative and integrative reviews of literature on curation and tourism and hospitality are used to develop a typology of curation and identify different curation modes. Curational techniques are increasingly used to organise experience supply and distribution in mainstream fields, including media, retailing and fashion. In tourism and hospitality, curated tourism, curated hospitality brands and food offerings and place curation by destination marketing organisations are growing. Curation is undertaken by experts, algorithms and social groups and involves many of destination-related actors, producing a trend towards “hybrid curation” of places. Research is needed on different forms of curation, their differential effects and the power roles of different curational modes. Curation is a widespread intermediary function in tourism and hospitality, supporting better consumer choice. New curators influence experience supply and the distribution of consumer attention, shaping markets and co-creative activities. Increased curatorial activity should stimulate aesthetic and stylistic innovation and provide the basis for storytelling and narrative in tourism and hospitality. This is the first study of curational strategies in tourism and hospitality, providing a definition and typology of curation, and linking micro and macro levels of analysis. It suggests the growth of choice-based logic alongside service-dominant logic in tourism and hospitality.The curatorial turn in tourism and hospitality
Greg Richards
International Journal of Contemporary Hospitality Management, Vol. 36, No. 13, pp.19-37

This study, a conceptual paper, analyses the growth of curation in tourism and hospitality and the curator role in selecting and framing products and experiences. It considers the growth of expert, algorithmic, social and co-creative curation modes and their effects.

Narrative and integrative reviews of literature on curation and tourism and hospitality are used to develop a typology of curation and identify different curation modes.

Curational techniques are increasingly used to organise experience supply and distribution in mainstream fields, including media, retailing and fashion. In tourism and hospitality, curated tourism, curated hospitality brands and food offerings and place curation by destination marketing organisations are growing. Curation is undertaken by experts, algorithms and social groups and involves many of destination-related actors, producing a trend towards “hybrid curation” of places.

Research is needed on different forms of curation, their differential effects and the power roles of different curational modes.

Curation is a widespread intermediary function in tourism and hospitality, supporting better consumer choice. New curators influence experience supply and the distribution of consumer attention, shaping markets and co-creative activities. Increased curatorial activity should stimulate aesthetic and stylistic innovation and provide the basis for storytelling and narrative in tourism and hospitality.

This is the first study of curational strategies in tourism and hospitality, providing a definition and typology of curation, and linking micro and macro levels of analysis. It suggests the growth of choice-based logic alongside service-dominant logic in tourism and hospitality.

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The curatorial turn in tourism and hospitality10.1108/IJCHM-06-2023-0905International Journal of Contemporary Hospitality Management2024-02-09© 2024 Greg Richards.Greg RichardsInternational Journal of Contemporary Hospitality Management36132024-02-0910.1108/IJCHM-06-2023-0905https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0905/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Greg Richards.http://creativecommons.org/licences/by/4.0/legalcode
The ecosystem of disability inclusion in hospitality and tourism organisations: an integrative review and research agendahttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0581/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper reviews the literature on disability inclusion (DI) in supply and demand chains of hospitality and tourism (H&T) organisations. The purpose of this study is to assess disability support and interventions within H&T organisations. Through the assessment, we identified gaps to recommend H&T scholars’ and practitioners’ knowledge of DI from new perspectives. An integrative review was conducted to examine the published evidence on DI in H&T organisations. This study used high-ranking H&T journals from the Scopus and Web of Science databases between 2001 and 2023. In total, 101 empirical papers met the criteria for the review analysis. DI focuses heavily on customer disabilities, with scant research on DI in H&T employment. The review emphasises the critical need for empirical research into the varied disability employment ecosystem within H&T organisations, focusing on social integration for inclusive workplaces. This study contributes to the H&T literature, which previously overlooked the disability context in diversity. The research offers strategies for creating inclusive environments in the H&T industry for disabled consumers and producers.The ecosystem of disability inclusion in hospitality and tourism organisations: an integrative review and research agenda
Aziean Jamin, Gbolahan Gbadamosi, Svetla Stoyanova-Bozhkova
International Journal of Contemporary Hospitality Management, Vol. 36, No. 13, pp.38-56

This paper reviews the literature on disability inclusion (DI) in supply and demand chains of hospitality and tourism (H&T) organisations. The purpose of this study is to assess disability support and interventions within H&T organisations. Through the assessment, we identified gaps to recommend H&T scholars’ and practitioners’ knowledge of DI from new perspectives.

An integrative review was conducted to examine the published evidence on DI in H&T organisations. This study used high-ranking H&T journals from the Scopus and Web of Science databases between 2001 and 2023. In total, 101 empirical papers met the criteria for the review analysis.

DI focuses heavily on customer disabilities, with scant research on DI in H&T employment. The review emphasises the critical need for empirical research into the varied disability employment ecosystem within H&T organisations, focusing on social integration for inclusive workplaces.

This study contributes to the H&T literature, which previously overlooked the disability context in diversity. The research offers strategies for creating inclusive environments in the H&T industry for disabled consumers and producers.

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The ecosystem of disability inclusion in hospitality and tourism organisations: an integrative review and research agenda10.1108/IJCHM-05-2023-0581International Journal of Contemporary Hospitality Management2024-02-19© 2024 Aziean Jamin, Gbolahan Gbadamosi and Svetla Stoyanova-Bozhkova.Aziean JaminGbolahan GbadamosiSvetla Stoyanova-BozhkovaInternational Journal of Contemporary Hospitality Management36132024-02-1910.1108/IJCHM-05-2023-0581https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0581/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Aziean Jamin, Gbolahan Gbadamosi and Svetla Stoyanova-Bozhkova.http://creativecommons.org/licences/by/4.0/legalcode
Analyzing review studies of the recent development in hospitalityhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0001/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to analyze review research in hospitality, identifying the structure and most recent developments in current hospitality review studies while providing exploratory insights for future research in this research area. Using bibliometric analysis, content analysis and a quantitative systematic literature review, this study provides a comprehensive review and critical analysis of 128 review studies published in leading hospitality journals (International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management and Journal of Hospitality Marketing and Management). This paper presents a comprehensive and in-depth discussion based on the title, journal source, author contribution, year of publication, sample size, selected period, database selection, methodology, data collection methods, themes, regional selection, keywords, abstracts and results of the hospitality review studies analyzed. The findings provide new insights to advance the theoretical and practical implications of review studies in hospitality. This research provides critical insights for both hospitality review studies and academic and industry hospitality personnel. As a pioneering study in research on review studies, the results of this paper focus not only on a systematic overview and assessment of recent hospitality review works but also on the future agenda of hospitality and review studies.Analyzing review studies of the recent development in hospitality
Rob Law, Sirong Chen, Xiaonan Li, Davis Ka Chio Fong
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to analyze review research in hospitality, identifying the structure and most recent developments in current hospitality review studies while providing exploratory insights for future research in this research area.

Using bibliometric analysis, content analysis and a quantitative systematic literature review, this study provides a comprehensive review and critical analysis of 128 review studies published in leading hospitality journals (International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management and Journal of Hospitality Marketing and Management).

This paper presents a comprehensive and in-depth discussion based on the title, journal source, author contribution, year of publication, sample size, selected period, database selection, methodology, data collection methods, themes, regional selection, keywords, abstracts and results of the hospitality review studies analyzed. The findings provide new insights to advance the theoretical and practical implications of review studies in hospitality.

This research provides critical insights for both hospitality review studies and academic and industry hospitality personnel.

As a pioneering study in research on review studies, the results of this paper focus not only on a systematic overview and assessment of recent hospitality review works but also on the future agenda of hospitality and review studies.

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Analyzing review studies of the recent development in hospitality10.1108/IJCHM-01-2023-0001International Journal of Contemporary Hospitality Management2023-08-22© 2023 Emerald Publishing LimitedRob LawSirong ChenXiaonan LiDavis Ka Chio FongInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-2210.1108/IJCHM-01-2023-0001https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0001/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
I can be myself: robots reduce social discomfort in hospitality service encountershttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0004/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can alleviate such social discomfort and explain this effect from the perspective of dehumanization. Following a social constructivist paradigm, the authors adopt a qualitative research design, gathering data through 21 semistructured interviews to explore why the presence of service employees causes customers’ social discomfort in hospitality service encounters and how service robots alleviate such discomfort. This study’s results suggest that both the active and passive engagement of service employees are sources of customers’ social discomfort in hospitality service encounters; thus, adopting service robots can help reduce such discomfort in some scenarios. Customers’ differentiating behaviors, a downstream effect of social discomfort, are also addressed. Service robots can reduce customers’ social discomfort in certain scenarios and influence their consumption behaviors. This finding offers actionable insights regarding the adoption of service robots in hospitality service encounters. This research enhances the understanding of social discomfort in hospitality service encounters and expands the research on service robots. To the best of the authors’ knowledge, it is the first attempt to reveal the bright side of robots in service encounters from a dehumanization perspective.I can be myself: robots reduce social discomfort in hospitality service encounters
Jingyu Liu, Lingxu Zhou, Yibei Li
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can alleviate such social discomfort and explain this effect from the perspective of dehumanization.

Following a social constructivist paradigm, the authors adopt a qualitative research design, gathering data through 21 semistructured interviews to explore why the presence of service employees causes customers’ social discomfort in hospitality service encounters and how service robots alleviate such discomfort.

This study’s results suggest that both the active and passive engagement of service employees are sources of customers’ social discomfort in hospitality service encounters; thus, adopting service robots can help reduce such discomfort in some scenarios. Customers’ differentiating behaviors, a downstream effect of social discomfort, are also addressed.

Service robots can reduce customers’ social discomfort in certain scenarios and influence their consumption behaviors. This finding offers actionable insights regarding the adoption of service robots in hospitality service encounters.

This research enhances the understanding of social discomfort in hospitality service encounters and expands the research on service robots. To the best of the authors’ knowledge, it is the first attempt to reveal the bright side of robots in service encounters from a dehumanization perspective.

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I can be myself: robots reduce social discomfort in hospitality service encounters10.1108/IJCHM-01-2023-0004International Journal of Contemporary Hospitality Management2023-07-04© 2023 Emerald Publishing LimitedJingyu LiuLingxu ZhouYibei LiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-0410.1108/IJCHM-01-2023-0004https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0004/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The role of online identity orientation and socializing for information search: a case of ethnic minority guests’ hospitality experienceshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0009/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to investigate the impact of online identity orientation and online friendship homophily on online socializing, online information search and ethnic guests’ hospitality experiences. The study uses structural equation modeling to test a conceptual model developed after reviewing hospitality literature. Data is collected from a sample of 514 Turkish-Dutch ethnic guests living in the Netherlands using a self-administered questionnaire. The results show that online identity orientations aligned with minority and majority cultures impact online friendship homophily and online socializing, which subsequently impact online information search and hospitality experiences of ethnic guests. On the whole, ethnic communities have considerable spending power. The findings point to heritage and mainstream cultural socialization accounting for travel and hospitality experiences within an ethnic minority group. The findings supply relevant information for hospitality sectors on services to endorse or promote to guests from ethnic communities. The study examines the simultaneous effects of online identity orientations and online friendship homophily on online socialization and hospitality experiences of ethnic guests. It highlights the role of culture in explaining the use of social networking sites and its potential impact on hospitality-related behaviors and experiences of ethnic guest consumers.The role of online identity orientation and socializing for information search: a case of ethnic minority guests’ hospitality experiences
Hatice Kizgin, Ahmad Jamal, Nripendra P. Rana, Yogesh K. Dwivedi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to investigate the impact of online identity orientation and online friendship homophily on online socializing, online information search and ethnic guests’ hospitality experiences.

The study uses structural equation modeling to test a conceptual model developed after reviewing hospitality literature. Data is collected from a sample of 514 Turkish-Dutch ethnic guests living in the Netherlands using a self-administered questionnaire.

The results show that online identity orientations aligned with minority and majority cultures impact online friendship homophily and online socializing, which subsequently impact online information search and hospitality experiences of ethnic guests.

On the whole, ethnic communities have considerable spending power. The findings point to heritage and mainstream cultural socialization accounting for travel and hospitality experiences within an ethnic minority group. The findings supply relevant information for hospitality sectors on services to endorse or promote to guests from ethnic communities.

The study examines the simultaneous effects of online identity orientations and online friendship homophily on online socialization and hospitality experiences of ethnic guests. It highlights the role of culture in explaining the use of social networking sites and its potential impact on hospitality-related behaviors and experiences of ethnic guest consumers.

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The role of online identity orientation and socializing for information search: a case of ethnic minority guests’ hospitality experiences10.1108/IJCHM-01-2023-0009International Journal of Contemporary Hospitality Management2024-01-23© 2023 Emerald Publishing LimitedHatice KizginAhmad JamalNripendra P. RanaYogesh K. DwivediInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-2310.1108/IJCHM-01-2023-0009https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0009/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Green food packages’ effects on consumers’ pre- to post-consumption evaluations of restaurant curbside pickup servicehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0018/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to assess green food packages’ role in sustaining a restaurant’s curbside pickup service on three stages of consumer experiences: choosing a restaurant, evaluating their experiences of a recent purchase and weighing their post-consumption behavioral intentions after the recent purchase. The service encounters framework and relevant literature guided the development of the questionnaire. A Qualtrics panel data of 314 valid questionnaires were collected and analyzed with choice experience, ordinary least squares regression and PROCESS modeling. First, word-of-mouth (WOM) and function encounters significantly influence consumers’ first-time curbside pickup purchasing decisions. Then, service results encounter (besides distributor encounter) most significantly affects consumers’ overall curbside pickup experience. Finally, green food packages increase consumers’ shares of future purchases through their positive WOM intentions and extra efforts of revisiting the restaurant. Consumers’ perceived importance of green restaurant practices strengthens green food packages’ positive impact on extra efforts. This study provides operational and marketing insights for restaurants to use food packages and sustain their curbside pickup service. Besides assessing consumers’ evaluations and behavioral intentions for an off-premises restaurant service expected to stay beyond the pandemic, this research uniquely focuses on green food packages, a sustainability issue lacking research attention. The findings add new empirical insights to studies about sustainability and restaurant/food–retail operations.Green food packages’ effects on consumers’ pre- to post-consumption evaluations of restaurant curbside pickup service
Linchi Kwok, Michael S. Lin
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to assess green food packages’ role in sustaining a restaurant’s curbside pickup service on three stages of consumer experiences: choosing a restaurant, evaluating their experiences of a recent purchase and weighing their post-consumption behavioral intentions after the recent purchase.

The service encounters framework and relevant literature guided the development of the questionnaire. A Qualtrics panel data of 314 valid questionnaires were collected and analyzed with choice experience, ordinary least squares regression and PROCESS modeling.

First, word-of-mouth (WOM) and function encounters significantly influence consumers’ first-time curbside pickup purchasing decisions. Then, service results encounter (besides distributor encounter) most significantly affects consumers’ overall curbside pickup experience. Finally, green food packages increase consumers’ shares of future purchases through their positive WOM intentions and extra efforts of revisiting the restaurant. Consumers’ perceived importance of green restaurant practices strengthens green food packages’ positive impact on extra efforts.

This study provides operational and marketing insights for restaurants to use food packages and sustain their curbside pickup service.

Besides assessing consumers’ evaluations and behavioral intentions for an off-premises restaurant service expected to stay beyond the pandemic, this research uniquely focuses on green food packages, a sustainability issue lacking research attention. The findings add new empirical insights to studies about sustainability and restaurant/food–retail operations.

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Green food packages’ effects on consumers’ pre- to post-consumption evaluations of restaurant curbside pickup service10.1108/IJCHM-01-2023-0018International Journal of Contemporary Hospitality Management2023-08-15© 2023 Emerald Publishing LimitedLinchi KwokMichael S. LinInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-1510.1108/IJCHM-01-2023-0018https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0018/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Customer mistreatment and unethical pro-organizational behavior: a daily diary study examining the roles of status threathttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0021/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDespite extensive research on the detrimental work-related impact of customer mistreatment, there has been limited investigation into the outcomes that encompass both positive and negative connotations (i.e. unethical pro-organizational behavior [UPB]). This study aims to test whether, how and when daily customer mistreatment leads to hospitality employees’ daily UPB. This study conducted a two-phase daily diary study. In the first phase, participants completed measures of their sense of power and provided demographic information. During the subsequent two-week period, participants completed questionnaires twice daily. The analysis included data from 87 hospitality employees, with 781 surveys remaining. This study performed multilevel analyses using Monte–Carlo simulations. This study revealed that hospitality employees experiencing daily customer mistreatment exhibited heightened perceptions of status threats, resulting in increased daily UPB. The moderating effects of employees’ sense of power were found to be significant in both direct and indirect relationships. Hospitality managers should recognize that customer mistreatment can threaten employees’ social status and result in daily UPB. To protect employees, implementing daily training programs is essential. Moreover, hotels and managers should provide HR management/recognition programs and empowerment initiatives to boost employees’ sense of power and counteract the harmful effects of customer mistreatment on their status. This study makes contributions to the existing literature on customer mistreatment by establishing a positive relationship between daily customer mistreatment and daily UPB through the mechanism of status threat. Furthermore, thise study highlights the importance of enhancing hospitality employees’ sense of power as a protective factor against the negative consequences of customer mistreatment.Customer mistreatment and unethical pro-organizational behavior: a daily diary study examining the roles of status threat
Yanhua Ye, Pei Liu, Linghan Zhang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Despite extensive research on the detrimental work-related impact of customer mistreatment, there has been limited investigation into the outcomes that encompass both positive and negative connotations (i.e. unethical pro-organizational behavior [UPB]). This study aims to test whether, how and when daily customer mistreatment leads to hospitality employees’ daily UPB.

This study conducted a two-phase daily diary study. In the first phase, participants completed measures of their sense of power and provided demographic information. During the subsequent two-week period, participants completed questionnaires twice daily. The analysis included data from 87 hospitality employees, with 781 surveys remaining. This study performed multilevel analyses using Monte–Carlo simulations.

This study revealed that hospitality employees experiencing daily customer mistreatment exhibited heightened perceptions of status threats, resulting in increased daily UPB. The moderating effects of employees’ sense of power were found to be significant in both direct and indirect relationships.

Hospitality managers should recognize that customer mistreatment can threaten employees’ social status and result in daily UPB. To protect employees, implementing daily training programs is essential. Moreover, hotels and managers should provide HR management/recognition programs and empowerment initiatives to boost employees’ sense of power and counteract the harmful effects of customer mistreatment on their status.

This study makes contributions to the existing literature on customer mistreatment by establishing a positive relationship between daily customer mistreatment and daily UPB through the mechanism of status threat. Furthermore, thise study highlights the importance of enhancing hospitality employees’ sense of power as a protective factor against the negative consequences of customer mistreatment.

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Customer mistreatment and unethical pro-organizational behavior: a daily diary study examining the roles of status threat10.1108/IJCHM-01-2023-0021International Journal of Contemporary Hospitality Management2023-08-29© 2023 Emerald Publishing LimitedYanhua YePei LiuLinghan ZhangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-2910.1108/IJCHM-01-2023-0021https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0021/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Emotion regulation research in hospitality and tourismhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0049/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to develop a comprehensive model on intra- and interpersonal emotion regulation (ER) in hospitality and tourism (H&T) service encounters. A critical review and reflection of ER research from multiple disciplines was conducted. Methodologies appropriate for investigating ER were also reviewed. A comprehensive framework was proposed to outline key influential factors, processes and consequences of intra- and interpersonal ER in service encounters in the H&T industry. Methodologies integrating advanced tools were suggested to measure complex and dynamic emotion generation and regulation processes in social interactions from a multimodal perspective. The researchers developed a comprehensive conceptual model on both intra- and interpersonal ER based on a critical review of the most recent psychological research on ER. Various theoretical and methodological considerations are discussed, offering H&T scholars a solid starting point to explore dynamic emotion generation and regulation processes in complex social settings. Moreover, the model provides future directions for the expansion of ER theories, which have been mostly developed and tested based on laboratory research. The proposed model addresses two critical issues identified in emotion research in the H&T field: the lack of a dynamic perspective and the neglect of the social nature of emotions. Moreover, the model provides a roadmap for future research.Emotion regulation research in hospitality and tourism
Cathy H.C. Hsu, Nan Chen, Shiqin Zhang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to develop a comprehensive model on intra- and interpersonal emotion regulation (ER) in hospitality and tourism (H&T) service encounters.

A critical review and reflection of ER research from multiple disciplines was conducted. Methodologies appropriate for investigating ER were also reviewed.

A comprehensive framework was proposed to outline key influential factors, processes and consequences of intra- and interpersonal ER in service encounters in the H&T industry. Methodologies integrating advanced tools were suggested to measure complex and dynamic emotion generation and regulation processes in social interactions from a multimodal perspective.

The researchers developed a comprehensive conceptual model on both intra- and interpersonal ER based on a critical review of the most recent psychological research on ER. Various theoretical and methodological considerations are discussed, offering H&T scholars a solid starting point to explore dynamic emotion generation and regulation processes in complex social settings. Moreover, the model provides future directions for the expansion of ER theories, which have been mostly developed and tested based on laboratory research.

The proposed model addresses two critical issues identified in emotion research in the H&T field: the lack of a dynamic perspective and the neglect of the social nature of emotions. Moreover, the model provides a roadmap for future research.

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Emotion regulation research in hospitality and tourism10.1108/IJCHM-01-2023-0049International Journal of Contemporary Hospitality Management2023-08-22© 2023 Emerald Publishing LimitedCathy H.C. HsuNan ChenShiqin ZhangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-2210.1108/IJCHM-01-2023-0049https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0049/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0077/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to explore work interfering with family (WIF) and family interfering with work (FIW) as the mediators linking psychological resilience to happiness. Data gathered from tour guides in Türkiye were used to test the aforesaid associations. In this paper, partial least squares structural equation modeling was performed to gauge the direct links and mediating impacts of WIF and FIW simultaneously in the link between psychological resilience and happiness. Psychological resilience exerts a dual influence on WIF and FIW. Simply put, psychologically resilient tour guides balance their work demands with those of the family or vice versa and exhibit low levels of WIF and FIW. As hypothesized, WIF and FIW are the two mediating mechanisms relating psychological resilience to happiness. It is important to create a family-supportive atmosphere where tour guides can avail themselves of family-friendly practices (i.e. family leave, flexible work schedules, breaks to be spent with family members after long tours and convenient working hours). Psychologically resilient tour guides, with the abovementioned practices, would experience alleviated conflicts between work and family roles and would therefore have heightened happiness. Although the extant literature has presented plenty of empirical studies about the predictors and outcomes of WIF and FIW, evidence about the links of personal resources as third variables to WIF and FIW simultaneously is still scanty. In addition, there is no evidence linking personal resources such as psychological resilience to nonwork outcomes such as happiness through the mediating roles of WIF and FIW. This paper fills in these voids by gauging the links given above using data collected from tour guides, a population that has been subjected to limited inquiry in the WIF and FIW literature.Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?
Filiz Gümüş Dönmez, Mert Gürlek, Osman M. Karatepe
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to explore work interfering with family (WIF) and family interfering with work (FIW) as the mediators linking psychological resilience to happiness.

Data gathered from tour guides in Türkiye were used to test the aforesaid associations. In this paper, partial least squares structural equation modeling was performed to gauge the direct links and mediating impacts of WIF and FIW simultaneously in the link between psychological resilience and happiness.

Psychological resilience exerts a dual influence on WIF and FIW. Simply put, psychologically resilient tour guides balance their work demands with those of the family or vice versa and exhibit low levels of WIF and FIW. As hypothesized, WIF and FIW are the two mediating mechanisms relating psychological resilience to happiness.

It is important to create a family-supportive atmosphere where tour guides can avail themselves of family-friendly practices (i.e. family leave, flexible work schedules, breaks to be spent with family members after long tours and convenient working hours). Psychologically resilient tour guides, with the abovementioned practices, would experience alleviated conflicts between work and family roles and would therefore have heightened happiness.

Although the extant literature has presented plenty of empirical studies about the predictors and outcomes of WIF and FIW, evidence about the links of personal resources as third variables to WIF and FIW simultaneously is still scanty. In addition, there is no evidence linking personal resources such as psychological resilience to nonwork outcomes such as happiness through the mediating roles of WIF and FIW. This paper fills in these voids by gauging the links given above using data collected from tour guides, a population that has been subjected to limited inquiry in the WIF and FIW literature.

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Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?10.1108/IJCHM-01-2023-0077International Journal of Contemporary Hospitality Management2023-10-27© 2023 Emerald Publishing LimitedFiliz Gümüş DönmezMert GürlekOsman M. KaratepeInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-2710.1108/IJCHM-01-2023-0077https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0077/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The MSapeMER: a symmetric, scale-free and intuitive forecasting error measure for hospitality revenue managementhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0088/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestMean absolute percentage error (MAPE) is the primary forecast evaluation metric in hospitality and tourism research; however its main shortcoming is that it is asymmetric. The asymmetry occurs due to over or under forecasts that introduce bias into forecast evaluation. This study aims to explore the nature of asymmetry and designs a new measure, one that reduces the asymmetric properties while maintaining MAPE’s scale-free and intuitive interpretation characteristics. The study proposes and tests a new forecasting accuracy measure for hospitality revenue management (RM). A computer simulation is used to assess and demonstrate the problem of asymmetry when forecasting with MAPE, and the new measures’ (MSapeMER, that is, Mean of Selectively applied Absolute Percentage Error or Magnitude of Error Relative to the estimate) ability to reduce it. The MSapeMER’s effectiveness is empirically validated by using a large set of hotel forecasts. The study demonstrates the ability of the MSapeMER to reduce the asymmetry bias generated by MAPE. Furthermore, this study demonstrates that MSapeMER is more effective than previous attempts to correct for asymmetry bias. The results show via simulation and empirical investigation that the error metric is more stable and less swayed by the presence of over and under forecasts. It is recommended that hospitality RM researchers and professionals adopt MSapeMER when using MAPE to evaluate forecasting performance. The MSapeMER removes the potential bias that MAPE invites due to its calculation and presence of over and under forecasts. Therefore, forecasting evaluations may be less affected by the presence of over and under forecasts and their ability to bias forecasting results. Hospitality RM should adopt this measure when MAPE is used, to reduce biased decisions driven by the “asymmetry of MAPE.” The MAPE error metric exhibits an asymmetry problem, and this paper proposes a more effective solution to reduce biased results with two major methodological contributions. It is first to systematically study the characteristics of MAPE’s asymmetry, while proposing and testing a measure that considerably reduces the amount of asymmetry. This is a critical contribution because MAPE is the primary forecasting metric in hospitality and tourism studies. The second methodological contribution is a procedure developed to “quantify” the asymmetry. The approach is demonstrated and allows future research to compare asymmetric characteristics among various accuracy measures.The MSapeMER: a symmetric, scale-free and intuitive forecasting error measure for hospitality revenue management
Zvi Schwartz, Jing Ma, Timothy Webb
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Mean absolute percentage error (MAPE) is the primary forecast evaluation metric in hospitality and tourism research; however its main shortcoming is that it is asymmetric. The asymmetry occurs due to over or under forecasts that introduce bias into forecast evaluation. This study aims to explore the nature of asymmetry and designs a new measure, one that reduces the asymmetric properties while maintaining MAPE’s scale-free and intuitive interpretation characteristics.

The study proposes and tests a new forecasting accuracy measure for hospitality revenue management (RM). A computer simulation is used to assess and demonstrate the problem of asymmetry when forecasting with MAPE, and the new measures’ (MSapeMER, that is, Mean of Selectively applied Absolute Percentage Error or Magnitude of Error Relative to the estimate) ability to reduce it. The MSapeMER’s effectiveness is empirically validated by using a large set of hotel forecasts.

The study demonstrates the ability of the MSapeMER to reduce the asymmetry bias generated by MAPE. Furthermore, this study demonstrates that MSapeMER is more effective than previous attempts to correct for asymmetry bias. The results show via simulation and empirical investigation that the error metric is more stable and less swayed by the presence of over and under forecasts.

It is recommended that hospitality RM researchers and professionals adopt MSapeMER when using MAPE to evaluate forecasting performance. The MSapeMER removes the potential bias that MAPE invites due to its calculation and presence of over and under forecasts. Therefore, forecasting evaluations may be less affected by the presence of over and under forecasts and their ability to bias forecasting results.

Hospitality RM should adopt this measure when MAPE is used, to reduce biased decisions driven by the “asymmetry of MAPE.”

The MAPE error metric exhibits an asymmetry problem, and this paper proposes a more effective solution to reduce biased results with two major methodological contributions. It is first to systematically study the characteristics of MAPE’s asymmetry, while proposing and testing a measure that considerably reduces the amount of asymmetry. This is a critical contribution because MAPE is the primary forecasting metric in hospitality and tourism studies. The second methodological contribution is a procedure developed to “quantify” the asymmetry. The approach is demonstrated and allows future research to compare asymmetric characteristics among various accuracy measures.

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The MSapeMER: a symmetric, scale-free and intuitive forecasting error measure for hospitality revenue management10.1108/IJCHM-01-2023-0088International Journal of Contemporary Hospitality Management2023-08-10© 2023 Emerald Publishing LimitedZvi SchwartzJing MaTimothy WebbInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-1010.1108/IJCHM-01-2023-0088https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0088/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A 30-year journey of hospitality and tourism research: a comprehensive topic modeling analysishttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0109/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to provide an overview of the research conducted on hospitality and tourism articles published in Q1 category journals from 1990 to 2023. This study also aims to measure the topic prevalence in selected journals throughout the years, their change over time and similarities of journals. Latent dirichlet allocation algorithm is used as a topic modeling method to identify and analyze topics in hospitality and tourism research over the past 30 years. The results of the study indicate that hospitality and tourism research has recently focused on topics such as employee behavior, customer satisfaction, online reviews, medical tourism and tourist experience. However, the results also indicate a negative trend in topics such as hotel management, sustainability, profession, economic growth and tourist destination. This study can be used to examine the evolution of research patterns over time, find hot and cold themes and uncover untapped or understudied areas. This can aid academics in their investigations and practitioners in making sound strategic decisions. This study contributes to the existing literature by providing a new approach and comprehensive analysis of hospitality and tourism research topics. It delineates an overview of the progression of hospitality and tourism research over the past 30 years, identifies the trending topics and explores the potential impacts that these identified topics may have on future studies.A 30-year journey of hospitality and tourism research: a comprehensive topic modeling analysis
Senol Kurt, Feven Zewdie Assefa, Sule Erdem Tuzlukaya, Osman M. Karatepe
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to provide an overview of the research conducted on hospitality and tourism articles published in Q1 category journals from 1990 to 2023. This study also aims to measure the topic prevalence in selected journals throughout the years, their change over time and similarities of journals.

Latent dirichlet allocation algorithm is used as a topic modeling method to identify and analyze topics in hospitality and tourism research over the past 30 years.

The results of the study indicate that hospitality and tourism research has recently focused on topics such as employee behavior, customer satisfaction, online reviews, medical tourism and tourist experience. However, the results also indicate a negative trend in topics such as hotel management, sustainability, profession, economic growth and tourist destination.

This study can be used to examine the evolution of research patterns over time, find hot and cold themes and uncover untapped or understudied areas. This can aid academics in their investigations and practitioners in making sound strategic decisions.

This study contributes to the existing literature by providing a new approach and comprehensive analysis of hospitality and tourism research topics. It delineates an overview of the progression of hospitality and tourism research over the past 30 years, identifies the trending topics and explores the potential impacts that these identified topics may have on future studies.

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A 30-year journey of hospitality and tourism research: a comprehensive topic modeling analysis10.1108/IJCHM-01-2023-0109International Journal of Contemporary Hospitality Management2023-09-26© Emerald Publishing LimitedSenol KurtFeven Zewdie AssefaSule Erdem TuzlukayaOsman M. KaratepeInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-09-2610.1108/IJCHM-01-2023-0109https://www.emerald.com/insight/content/doi/10.1108/IJCHM-01-2023-0109/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© Emerald Publishing Limited
Bridging the theory-practice gap: a critical reflection on information and communication technology researchhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0131/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThrough critically reflecting on existing research on information and communication technology (ICT) in hospitality, the purpose of this study is to propose recommendations for future research to further narrow the theory-practice gap. Personal experiences along with evidence from the literature provide a foundation for discussion, which is further enriched by integrating industry practitioners’ points of view. Single-perspective and technology adoption studies have dominated ICT research in the hospitality literature. Technology effectiveness has often been measured indirectly. Oversimplifying technological issues has limited the generalizability of research findings. Future studies are suggested to go beyond examining technology adoption, embrace multi-perspective approaches and incorporate a wider range of situational and contextual factors. Through a unique perspective, this study highlights the limitations of previous ICT research in the hospitality literature and provides suggestions for future research to better meet the needs of practitioners. The arguments presented are not purely from an academic standpoint, as they have been endorsed by senior industry executives.Bridging the theory-practice gap: a critical reflection on information and communication technology research
Rob Law, Soey Sut Ieng Lei, Ke Zhang, Arthur Lau
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Through critically reflecting on existing research on information and communication technology (ICT) in hospitality, the purpose of this study is to propose recommendations for future research to further narrow the theory-practice gap.

Personal experiences along with evidence from the literature provide a foundation for discussion, which is further enriched by integrating industry practitioners’ points of view.

Single-perspective and technology adoption studies have dominated ICT research in the hospitality literature. Technology effectiveness has often been measured indirectly. Oversimplifying technological issues has limited the generalizability of research findings.

Future studies are suggested to go beyond examining technology adoption, embrace multi-perspective approaches and incorporate a wider range of situational and contextual factors.

Through a unique perspective, this study highlights the limitations of previous ICT research in the hospitality literature and provides suggestions for future research to better meet the needs of practitioners. The arguments presented are not purely from an academic standpoint, as they have been endorsed by senior industry executives.

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Bridging the theory-practice gap: a critical reflection on information and communication technology research10.1108/IJCHM-02-2023-0131International Journal of Contemporary Hospitality Management2023-08-08© 2023 Emerald Publishing LimitedRob LawSoey Sut Ieng LeiKe ZhangArthur LauInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-0810.1108/IJCHM-02-2023-0131https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0131/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Consumer engagement with restaurant brands on Instagram: the mediating role of consumer-related factorshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0135/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestConsumers’ digital engagement can bring various benefits to both brands and consumers. Besides, few studies investigated the outcomes of engagement with restaurant brands on Instagram. Therefore, this study aims to examine the effect of consumer engagement (CE) with restaurant brands on consumer-related factors (namely, consumer’s brand knowledge, perceived enjoyment and consumer social interaction) and brand-related factors (namely, e-WOM and brand reputation), as well as the mediating role of consumer-related factors. The sample consisted of 394 Instagram followers of restaurant/coffee shop brands, and covariance-based structural equation modeling and bootstrapping were used to assess the hypothesized relationships. The results show that CE with restaurant brands on Instagram enhances brand-related outcomes as well as consumer-related outcomes. Moreover, consumer-related factors partially mediate these relationships. The findings of this study provide insights for restaurant managers and digital marketers to stimulate consumer-brand engagement. To the best of the authors’ knowledge, this study is among the first that examines the effect of CE with restaurant brands on consumer- and brand-related outcomes on Instagram. The context of the study is Iran, which adds to the literature on CE that mainly focuses on developed countries.Consumer engagement with restaurant brands on Instagram: the mediating role of consumer-related factors
Fereshte Rasty, Raffaele Filieri
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Consumers’ digital engagement can bring various benefits to both brands and consumers. Besides, few studies investigated the outcomes of engagement with restaurant brands on Instagram. Therefore, this study aims to examine the effect of consumer engagement (CE) with restaurant brands on consumer-related factors (namely, consumer’s brand knowledge, perceived enjoyment and consumer social interaction) and brand-related factors (namely, e-WOM and brand reputation), as well as the mediating role of consumer-related factors.

The sample consisted of 394 Instagram followers of restaurant/coffee shop brands, and covariance-based structural equation modeling and bootstrapping were used to assess the hypothesized relationships.

The results show that CE with restaurant brands on Instagram enhances brand-related outcomes as well as consumer-related outcomes. Moreover, consumer-related factors partially mediate these relationships.

The findings of this study provide insights for restaurant managers and digital marketers to stimulate consumer-brand engagement.

To the best of the authors’ knowledge, this study is among the first that examines the effect of CE with restaurant brands on consumer- and brand-related outcomes on Instagram. The context of the study is Iran, which adds to the literature on CE that mainly focuses on developed countries.

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Consumer engagement with restaurant brands on Instagram: the mediating role of consumer-related factors10.1108/IJCHM-02-2023-0135International Journal of Contemporary Hospitality Management2023-10-23© 2023 Emerald Publishing LimitedFereshte RastyRaffaele FilieriInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-2310.1108/IJCHM-02-2023-0135https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0135/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Organizational fashion and trend setting in the hospitality industryhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0138/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to use organizational fashion to underscore a novel phenomenon in which products, services and practices fade in and out of the tourism/hospitality setting within a specific time frame. Drawing from the fashion theoretical strands in organization research, this paper studies how fashion has been conceptualized, operationalized and then diffused among tourism/hospitality enterprises. A qualitative case design was used. A total of 37 semistructured in-depth interviews with executives of innovative tourism/hospitality companies (e.g. restaurants, hotels, theme parks and travel agencies) were conducted. This paper focuses on the organizational fashion phenomenon in which organizational trendsetters with creative, “hot” products/services have emerged prominently in the marketplace. This inquiry illustrates a social phenomenon concerning the organizational fashion setting process by integrating existing production practices among different organizational suppliers in the hospitality sector. Different cases in the study show that fashion consists of a series of hybrid, paradoxical processes. These include conceptualization (conventionalization vs novelty, and personalization vs conformity), operationalization (bundling vs unbundling, and learning vs relearning) and diffusion (framing vs co-framing, and adaptation vs alteration). Throughout the three continuous processes, service design and identity development for consumption, as well as value creation and knowledge transformation for production, are carried out according to the decision of what is “hot” and what is “out” at a particular time. In essence, fashion helps to explain why hospitality institutions imitate specific innovations to take advantage of popular trends in the consumer market, as well as how such trends vanish eventually. This research contributes the insight that organizations use fashion as a managerial initiative to translate their organizational goals and improvise nascent products and services. The fashion processes can be triggered by microlevel individual organizations and are spread through a series of social interactions to become macrolevel phenomena in a recurring manner.Organizational fashion and trend setting in the hospitality industry
Veronica Hoi In Fong, Xueying (Linda) Lin, IpKin Anthony Wong, Matthew Tingchi Liu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to use organizational fashion to underscore a novel phenomenon in which products, services and practices fade in and out of the tourism/hospitality setting within a specific time frame. Drawing from the fashion theoretical strands in organization research, this paper studies how fashion has been conceptualized, operationalized and then diffused among tourism/hospitality enterprises.

A qualitative case design was used. A total of 37 semistructured in-depth interviews with executives of innovative tourism/hospitality companies (e.g. restaurants, hotels, theme parks and travel agencies) were conducted. This paper focuses on the organizational fashion phenomenon in which organizational trendsetters with creative, “hot” products/services have emerged prominently in the marketplace.

This inquiry illustrates a social phenomenon concerning the organizational fashion setting process by integrating existing production practices among different organizational suppliers in the hospitality sector. Different cases in the study show that fashion consists of a series of hybrid, paradoxical processes. These include conceptualization (conventionalization vs novelty, and personalization vs conformity), operationalization (bundling vs unbundling, and learning vs relearning) and diffusion (framing vs co-framing, and adaptation vs alteration).

Throughout the three continuous processes, service design and identity development for consumption, as well as value creation and knowledge transformation for production, are carried out according to the decision of what is “hot” and what is “out” at a particular time. In essence, fashion helps to explain why hospitality institutions imitate specific innovations to take advantage of popular trends in the consumer market, as well as how such trends vanish eventually.

This research contributes the insight that organizations use fashion as a managerial initiative to translate their organizational goals and improvise nascent products and services. The fashion processes can be triggered by microlevel individual organizations and are spread through a series of social interactions to become macrolevel phenomena in a recurring manner.

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Organizational fashion and trend setting in the hospitality industry10.1108/IJCHM-02-2023-0138International Journal of Contemporary Hospitality Management2023-11-06© 2023 Emerald Publishing LimitedVeronica Hoi In FongXueying (Linda) LinIpKin Anthony WongMatthew Tingchi LiuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-11-0610.1108/IJCHM-02-2023-0138https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0138/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Exploring the effect of perceived fun at work on hospitality employees’ behaviors in and out of workhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0139/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to draw on positive psychology literature and the affective spillover theory to gain a comprehensive understanding of the effects of perceived workplace fun (WF) on hospitality employees’ behaviors in and out of work. Multirater data were collected via surveys from 247 hospitality employees and their direct supervisors and spouses. Data were analyzed using the AMOS and Macro processes in SPSS. The results revealed that employees’ positive affect at work mediates the relationship between perceived WF and both employees’ organizational citizenship behaviors (OCBs) and family-related social behaviors (i.e. engagement in social activities outside work with their spouses). Personal attitudes toward fun at work moderate the indirect association between perceived WF and the study outcomes (OCBs and family-related social behaviors). By fostering a workplace environment that prioritizes the perception of enjoyment, organizations can effectively stimulate greater employee engagement in OCBs and promote positive social interactions beyond the workplace. It underscores the significance of an enjoyable environment that benefits employees, organizations and society. This study extends the existing research on the relationship between WF and employees’ behaviors in and out of work and provides new insights into the underlying mechanisms that influence this relationship.Exploring the effect of perceived fun at work on hospitality employees’ behaviors in and out of work
Moustafa Abdelmotaleb
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to draw on positive psychology literature and the affective spillover theory to gain a comprehensive understanding of the effects of perceived workplace fun (WF) on hospitality employees’ behaviors in and out of work.

Multirater data were collected via surveys from 247 hospitality employees and their direct supervisors and spouses. Data were analyzed using the AMOS and Macro processes in SPSS.

The results revealed that employees’ positive affect at work mediates the relationship between perceived WF and both employees’ organizational citizenship behaviors (OCBs) and family-related social behaviors (i.e. engagement in social activities outside work with their spouses). Personal attitudes toward fun at work moderate the indirect association between perceived WF and the study outcomes (OCBs and family-related social behaviors).

By fostering a workplace environment that prioritizes the perception of enjoyment, organizations can effectively stimulate greater employee engagement in OCBs and promote positive social interactions beyond the workplace. It underscores the significance of an enjoyable environment that benefits employees, organizations and society.

This study extends the existing research on the relationship between WF and employees’ behaviors in and out of work and provides new insights into the underlying mechanisms that influence this relationship.

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Exploring the effect of perceived fun at work on hospitality employees’ behaviors in and out of work10.1108/IJCHM-02-2023-0139International Journal of Contemporary Hospitality Management2023-09-25© 2023 Emerald Publishing LimitedMoustafa AbdelmotalebInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-09-2510.1108/IJCHM-02-2023-0139https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0139/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Vicarious abusive supervision among restaurant frontline employees: the role of employee industry tenurehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0151/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestVicarious abusive supervision (VAS) has recently garnered the attention of hospitality researchers. VAS is prevalent in hospitality work settings characterized by long production chains and open operating environments. Based on the conservation of resources (CORs) theory, this study aims to examine how VAS influences hospitality employees’ work behaviours (i.e. supervisor-directed deviance, silence and helping behaviour) via affective rumination, with the moderating role of industry tenure as an individual contingency on the relationship between VAS and affective rumination. The data were gathered from 233 restaurant frontline employees and their supervisors in Turkey. The authors tested the proposed model using partial least squares method through SmartPLS 3. The results reveal that VAS triggers affective rumination, which, in turn, is positively related to supervisor-directed deviance and silence, and negatively related to helping behaviour. Moreover, industry tenure, as a buffer resource, significantly moderates the relationship between VAS and affective rumination. To reduce the occurrence of VAS and mitigate its negative effects, managers should establish a work environment that embraces understanding and respect, pay attention to how they communicate with employees, implement appropriate interventions when VAS occurs and conduct stress management training and improve employees’ emotion regulation skills in ways that correspond to the employees’ industry experience. This study advances research on VAS by offering insight into how VAS impacts employees’ work behaviours via the underlying mechanism of affective rumination through a COR lens. The findings also shed light on the salient buffering effect of industry tenure as an individual contingency.Vicarious abusive supervision among restaurant frontline employees: the role of employee industry tenure
Mengxuan Li, Xingyu Wang, Aysin Paşamehmetoğlu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Vicarious abusive supervision (VAS) has recently garnered the attention of hospitality researchers. VAS is prevalent in hospitality work settings characterized by long production chains and open operating environments. Based on the conservation of resources (CORs) theory, this study aims to examine how VAS influences hospitality employees’ work behaviours (i.e. supervisor-directed deviance, silence and helping behaviour) via affective rumination, with the moderating role of industry tenure as an individual contingency on the relationship between VAS and affective rumination.

The data were gathered from 233 restaurant frontline employees and their supervisors in Turkey. The authors tested the proposed model using partial least squares method through SmartPLS 3.

The results reveal that VAS triggers affective rumination, which, in turn, is positively related to supervisor-directed deviance and silence, and negatively related to helping behaviour. Moreover, industry tenure, as a buffer resource, significantly moderates the relationship between VAS and affective rumination.

To reduce the occurrence of VAS and mitigate its negative effects, managers should establish a work environment that embraces understanding and respect, pay attention to how they communicate with employees, implement appropriate interventions when VAS occurs and conduct stress management training and improve employees’ emotion regulation skills in ways that correspond to the employees’ industry experience.

This study advances research on VAS by offering insight into how VAS impacts employees’ work behaviours via the underlying mechanism of affective rumination through a COR lens. The findings also shed light on the salient buffering effect of industry tenure as an individual contingency.

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Vicarious abusive supervision among restaurant frontline employees: the role of employee industry tenure10.1108/IJCHM-02-2023-0151International Journal of Contemporary Hospitality Management2023-11-17© 2023 Emerald Publishing LimitedMengxuan LiXingyu WangAysin PaşamehmetoğluInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-11-1710.1108/IJCHM-02-2023-0151https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0151/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Conceptualizing destination-community hospitality: an illustrated framework leveraging Persianate culturehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0179/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestBy adopting a cultural lens, this study aims to conceptualize destination-community hospitality to capture societal hospitality at the destination as an intangible asset. Destination-community hospitality comprises a set of attitudes and traits that are organically conveyed by community members and directly experienced by tourists. The paper contributes to efforts aimed at freeing hospitality from the confines of commercial lodging and food and beverage establishments. This study proposes an affection–attention–awareness (AAA) framework by drawing on the pertinent literature and leveraging the affective–behavioral–cognitive model of attitudinal change. It focuses on the effects of cognition in conceptualizing destination-community hospitality as the core of the framework. Methodologically, the framework is illustrated with qualitative data including observational fieldwork and interviews conducted in Iran. Illustration of the AAA framework in the context of Iran highlights how welcoming attitudes are leveraged at a destination as an ingrained community mindset even in the absence of formal initiatives or professional training. It underscores the hospitality advocacy role of local-community members irrespective of public-sector policy and capacity deficiencies. Destinations that strive to attract tourists should tap into the significant wealth of intuitive hospitality within communities as an intangible resource. The ingenuity should be preserved to sustainably enhance the overall tourist experiences. The framework can serve as a guide to strategically facilitate destination-community hospitality. Research on community-wide hospitality at destinations, as a major cultural asset in the context of strategic hospitality management, remains underdeveloped. With illustrative evidence, the findings elevate the critical role of community members as innate advocates of hospitality in developing destinations. The proposed framework of destination-community hospitality provides a new perspective and impetus for investigating hospitality beyond commercial domains.Conceptualizing destination-community hospitality: an illustrated framework leveraging Persianate culture
Dori Davari, Pooya Alaedini, Liping A. Cai
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

By adopting a cultural lens, this study aims to conceptualize destination-community hospitality to capture societal hospitality at the destination as an intangible asset. Destination-community hospitality comprises a set of attitudes and traits that are organically conveyed by community members and directly experienced by tourists. The paper contributes to efforts aimed at freeing hospitality from the confines of commercial lodging and food and beverage establishments.

This study proposes an affection–attention–awareness (AAA) framework by drawing on the pertinent literature and leveraging the affective–behavioral–cognitive model of attitudinal change. It focuses on the effects of cognition in conceptualizing destination-community hospitality as the core of the framework. Methodologically, the framework is illustrated with qualitative data including observational fieldwork and interviews conducted in Iran.

Illustration of the AAA framework in the context of Iran highlights how welcoming attitudes are leveraged at a destination as an ingrained community mindset even in the absence of formal initiatives or professional training. It underscores the hospitality advocacy role of local-community members irrespective of public-sector policy and capacity deficiencies.

Destinations that strive to attract tourists should tap into the significant wealth of intuitive hospitality within communities as an intangible resource. The ingenuity should be preserved to sustainably enhance the overall tourist experiences. The framework can serve as a guide to strategically facilitate destination-community hospitality.

Research on community-wide hospitality at destinations, as a major cultural asset in the context of strategic hospitality management, remains underdeveloped. With illustrative evidence, the findings elevate the critical role of community members as innate advocates of hospitality in developing destinations. The proposed framework of destination-community hospitality provides a new perspective and impetus for investigating hospitality beyond commercial domains.

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Conceptualizing destination-community hospitality: an illustrated framework leveraging Persianate culture10.1108/IJCHM-02-2023-0179International Journal of Contemporary Hospitality Management2023-10-09© 2023 Emerald Publishing LimitedDori DavariPooya AlaediniLiping A. CaiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-0910.1108/IJCHM-02-2023-0179https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0179/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Diversity, equity and inclusion in employee-queer customer interactions in the hospitality service setting: including multiple stakeholders’ perspectiveshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0188/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDrawing from cognitive dissonance theory (CDT) and attribution ambiguity theory (AAT), this paper aims to examine how employees interact with queer customers within the hospitality service and the ways that queer representations regulate emotions when discriminated against by normative gender roles. This study used a mixed method. Study 1 used firm-level secondary data to analyze hospitality firms’ efforts in diversity, equity and inclusion (DEI) and the effects on firms’ profit margins and customer satisfaction. In Study 2, an experimental design was used to understand how employees’ assailing behavior toward queer customers interacts with employee feelings of guilt and impacts their sabotage and organizational citizenship behavior via self-serving bias. Study 3 further explored how queer customer victimization interacts with stress to influence their perceptions of organization DEI authenticity and corporate social responsibility (CSR) through resilience. Hospitality firms’ DEI efforts were associated with varying outcomes, including higher profit margins but lower customer satisfaction, while guilt weakened the impact of employees’ assailing behavior on their outcomes and customer stress amplified the effect of assailing behavior on queer customers’ perceptions of DEI authenticity and CSR through resilience. Hospitality organizations should take proactive measures to address self-serving bias among employees. Moreover, fostering an inclusive culture is crucial, with managers playing a pivotal role in facilitating discussions and creating an environment that values diversity, inclusivity and respect for all employees. The study makes a remarkable contribution to hospitality literature by focusing on CDT and AAT in providing valuable implications for DEI advocators to be aware of the tensions between heteronormativity and queer representations in service encounters.Diversity, equity and inclusion in employee-queer customer interactions in the hospitality service setting: including multiple stakeholders’ perspectives
Dan Jin, Han Chen, Rui Qi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Drawing from cognitive dissonance theory (CDT) and attribution ambiguity theory (AAT), this paper aims to examine how employees interact with queer customers within the hospitality service and the ways that queer representations regulate emotions when discriminated against by normative gender roles.

This study used a mixed method. Study 1 used firm-level secondary data to analyze hospitality firms’ efforts in diversity, equity and inclusion (DEI) and the effects on firms’ profit margins and customer satisfaction. In Study 2, an experimental design was used to understand how employees’ assailing behavior toward queer customers interacts with employee feelings of guilt and impacts their sabotage and organizational citizenship behavior via self-serving bias. Study 3 further explored how queer customer victimization interacts with stress to influence their perceptions of organization DEI authenticity and corporate social responsibility (CSR) through resilience.

Hospitality firms’ DEI efforts were associated with varying outcomes, including higher profit margins but lower customer satisfaction, while guilt weakened the impact of employees’ assailing behavior on their outcomes and customer stress amplified the effect of assailing behavior on queer customers’ perceptions of DEI authenticity and CSR through resilience.

Hospitality organizations should take proactive measures to address self-serving bias among employees. Moreover, fostering an inclusive culture is crucial, with managers playing a pivotal role in facilitating discussions and creating an environment that values diversity, inclusivity and respect for all employees.

The study makes a remarkable contribution to hospitality literature by focusing on CDT and AAT in providing valuable implications for DEI advocators to be aware of the tensions between heteronormativity and queer representations in service encounters.

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Diversity, equity and inclusion in employee-queer customer interactions in the hospitality service setting: including multiple stakeholders’ perspectives10.1108/IJCHM-02-2023-0188International Journal of Contemporary Hospitality Management2023-08-22© 2023 Emerald Publishing LimitedDan JinHan ChenRui QiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-2210.1108/IJCHM-02-2023-0188https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0188/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Artificial intelligence research in hospitality: a state-of-the-art review and future directionshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0189/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to analyze state-of-the-art knowledge of artificial intelligence (AI) research in hospitality. This study adopts the theory-context-methods framework to systematically review 100 AI-related articles recently published (i.e. from 2021 to April 2023) in three top-tier hospitality journals, namely, the International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management and Journal of Hospitality Marketing and Management. Findings suggest that studies of AI applications in hospitality are mostly theory-driven, whereas most AI methods research adopts a data-driven approach. State-of-the-art AI applications research exhibits the most interest in service robots. In AI methods research, little attention was paid to the amid-service/experience. This study reveals inadequacies in theory, context and methods in contemporary AI research. More research from hospitality suppliers’ perspectives and research on generative AI applications are advocated in response to the unveiled research gaps and recent AI developments. This study classifies the most recent AI research in hospitality into two main streams – AI applications research and AI methods research – and discusses the gaps in each research stream and latest AI developments. The paper then suggests future research directions to guide researchers in advancing AI research in hospitality.Artificial intelligence research in hospitality: a state-of-the-art review and future directions
Rob Law, Katsy Jiaxin Lin, Huiyue Ye, Davis Ka Chio Fong
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to analyze state-of-the-art knowledge of artificial intelligence (AI) research in hospitality.

This study adopts the theory-context-methods framework to systematically review 100 AI-related articles recently published (i.e. from 2021 to April 2023) in three top-tier hospitality journals, namely, the International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management and Journal of Hospitality Marketing and Management.

Findings suggest that studies of AI applications in hospitality are mostly theory-driven, whereas most AI methods research adopts a data-driven approach. State-of-the-art AI applications research exhibits the most interest in service robots. In AI methods research, little attention was paid to the amid-service/experience.

This study reveals inadequacies in theory, context and methods in contemporary AI research. More research from hospitality suppliers’ perspectives and research on generative AI applications are advocated in response to the unveiled research gaps and recent AI developments.

This study classifies the most recent AI research in hospitality into two main streams – AI applications research and AI methods research – and discusses the gaps in each research stream and latest AI developments. The paper then suggests future research directions to guide researchers in advancing AI research in hospitality.

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Artificial intelligence research in hospitality: a state-of-the-art review and future directions10.1108/IJCHM-02-2023-0189International Journal of Contemporary Hospitality Management2023-08-11© 2023 Emerald Publishing LimitedRob LawKatsy Jiaxin LinHuiyue YeDavis Ka Chio FongInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-1110.1108/IJCHM-02-2023-0189https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0189/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Effects of green authenticity on well-being, customer engagement and approach behavior toward green hospitality brandshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0194/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to develop a robust theoretical framework to explain the impact of hotels’ green brand authenticity on guests’ perceptions of well-being, customer engagement and approach behaviors toward green brands. In this study, the authors examined the effect of green brand authenticity on perceptions of well-being, customer engagement and approach behaviors toward green brands. For the quantitative empirical analysis, 352 samples were used. Green brand authenticity integrates quality commitment, heritage, uniqueness and symbolism as high-dimensional factors. The study conceptualizes green brand authenticity as a multi-dimensional phenomenon with four dimensions: quality commitment, heritage, uniqueness and symbolism. The results showed that green brand authenticity has a positive effect on hotel guests’ perceived well-being and behavioral intentions. Interestingly, environmental values did not have a statistically significant regulatory role, while green behavior in everyday life had a partial regulatory role. This study aims to develop and empirically test a conceptual model that depicts the function of green authenticity in explaining customer responses to green brands. The results and the theoretical framework proposed in this study provide significant insights for researchers and practitioners in the hotel industry. Further than evaluating brand authenticity generally, this study evaluates the authenticity of a brand's environmental protection efforts. As a result of the empirical analysis conducted in this study, the green brand authenticity of a hotel had a positive effect on customers’ emotional and behavioral aspects. This finding provided valuable and meaningful insights for green hotels and hotel brand-related research.Effects of green authenticity on well-being, customer engagement and approach behavior toward green hospitality brands
Jongsik Yu, Nancy Grace Baah, Seongseop (Sam) Kim, Hyoungeun Moon, Bee-Lia Chua, Heesup Han
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to develop a robust theoretical framework to explain the impact of hotels’ green brand authenticity on guests’ perceptions of well-being, customer engagement and approach behaviors toward green brands.

In this study, the authors examined the effect of green brand authenticity on perceptions of well-being, customer engagement and approach behaviors toward green brands. For the quantitative empirical analysis, 352 samples were used. Green brand authenticity integrates quality commitment, heritage, uniqueness and symbolism as high-dimensional factors.

The study conceptualizes green brand authenticity as a multi-dimensional phenomenon with four dimensions: quality commitment, heritage, uniqueness and symbolism. The results showed that green brand authenticity has a positive effect on hotel guests’ perceived well-being and behavioral intentions. Interestingly, environmental values did not have a statistically significant regulatory role, while green behavior in everyday life had a partial regulatory role.

This study aims to develop and empirically test a conceptual model that depicts the function of green authenticity in explaining customer responses to green brands. The results and the theoretical framework proposed in this study provide significant insights for researchers and practitioners in the hotel industry.

Further than evaluating brand authenticity generally, this study evaluates the authenticity of a brand's environmental protection efforts. As a result of the empirical analysis conducted in this study, the green brand authenticity of a hotel had a positive effect on customers’ emotional and behavioral aspects. This finding provided valuable and meaningful insights for green hotels and hotel brand-related research.

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Effects of green authenticity on well-being, customer engagement and approach behavior toward green hospitality brands10.1108/IJCHM-02-2023-0194International Journal of Contemporary Hospitality Management2024-02-05© 2024 Emerald Publishing LimitedJongsik YuNancy Grace BaahSeongseop (Sam) KimHyoungeun MoonBee-Lia ChuaHeesup HanInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-0510.1108/IJCHM-02-2023-0194https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0194/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
How negative workplace gossip undermines employees’ career growth: from a reputational perspectivehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0234/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to explore how and when negative workplace gossip damages hospitality employees’ career growth, based on social information processing (SIP) and social cognitive career theories. The authors gathered data from 379 individuals working in Guangzhou’s hospitality industry with a multi-wave survey. This research found that negative workplace gossip harms career growth by damaging one’s personal reputation, and concern for reputation plays a moderating role. In particular, employees displaying greater concern for reputation are more inclined to perceive a diminished personal reputation when exposed to negative workplace gossip, resulting in more negative assessments of their career growth prospects in their organization. This study has some practical implications. It highlights the need to mitigate negative workplace gossip by fostering a harmonious work environment, implementing reputation-focused training programs and providing support to employees who are particularly concerned about their personal reputations. This research contributes to the knowledge by empirically revealing the career consequences of negative workplace gossip, incorporating personal reputation and concern for reputation in the theoretical model and advancing research in the vocational and gossip domains. It also enriches SIP and social cognitive career theories while focusing on the hospitality industry.How negative workplace gossip undermines employees’ career growth: from a reputational perspective
Bao Cheng, Yan Peng, Jian Tian, Ahmed Shaalan
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to explore how and when negative workplace gossip damages hospitality employees’ career growth, based on social information processing (SIP) and social cognitive career theories.

The authors gathered data from 379 individuals working in Guangzhou’s hospitality industry with a multi-wave survey.

This research found that negative workplace gossip harms career growth by damaging one’s personal reputation, and concern for reputation plays a moderating role. In particular, employees displaying greater concern for reputation are more inclined to perceive a diminished personal reputation when exposed to negative workplace gossip, resulting in more negative assessments of their career growth prospects in their organization.

This study has some practical implications. It highlights the need to mitigate negative workplace gossip by fostering a harmonious work environment, implementing reputation-focused training programs and providing support to employees who are particularly concerned about their personal reputations.

This research contributes to the knowledge by empirically revealing the career consequences of negative workplace gossip, incorporating personal reputation and concern for reputation in the theoretical model and advancing research in the vocational and gossip domains. It also enriches SIP and social cognitive career theories while focusing on the hospitality industry.

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How negative workplace gossip undermines employees’ career growth: from a reputational perspective10.1108/IJCHM-02-2023-0234International Journal of Contemporary Hospitality Management2023-10-20© 2023 Emerald Publishing LimitedBao ChengYan PengJian TianAhmed ShaalanInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-2010.1108/IJCHM-02-2023-0234https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0234/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Artificial intelligence (AI) awareness and work withdrawal: evaluating chained mediation through negative work-related rumination and emotional exhaustionhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0240/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate whether and how artificial intelligence (AI) awareness affects work withdrawal. This survey garners participation from a total of 305 hotel employees in China. The proposed hypotheses are examined using Hayes’s PROCESS macro. The results indicate that AI awareness could positively affect work withdrawal. Negative work-related rumination and emotional exhaustion respectively mediate this relationship. Furthermore, negative work-related rumination and emotional exhaustion act as chain mediators between AI awareness and work withdrawal. Given the growing adoption of AI technology in the hospitality industry, it is imperative that managers intensify their scrutiny of the psychological changes experienced by frontline service employees and allocate more resources to mitigating the impact of AI on their work withdrawal. This study contributes to the burgeoning literature on AI by elucidating the chain mediating roles of negative work-related rumination and emotional exhaustion. It also makes a significant forward in examining mediating mechanisms, notably the chain-mediated mechanism, through which AI awareness impacts employee outcomes.Artificial intelligence (AI) awareness and work withdrawal: evaluating chained mediation through negative work-related rumination and emotional exhaustion
Rongrong Teng, Shuai Zhou, Wang Zheng, Chunhao Ma
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate whether and how artificial intelligence (AI) awareness affects work withdrawal.

This survey garners participation from a total of 305 hotel employees in China. The proposed hypotheses are examined using Hayes’s PROCESS macro.

The results indicate that AI awareness could positively affect work withdrawal. Negative work-related rumination and emotional exhaustion respectively mediate this relationship. Furthermore, negative work-related rumination and emotional exhaustion act as chain mediators between AI awareness and work withdrawal.

Given the growing adoption of AI technology in the hospitality industry, it is imperative that managers intensify their scrutiny of the psychological changes experienced by frontline service employees and allocate more resources to mitigating the impact of AI on their work withdrawal.

This study contributes to the burgeoning literature on AI by elucidating the chain mediating roles of negative work-related rumination and emotional exhaustion. It also makes a significant forward in examining mediating mechanisms, notably the chain-mediated mechanism, through which AI awareness impacts employee outcomes.

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Artificial intelligence (AI) awareness and work withdrawal: evaluating chained mediation through negative work-related rumination and emotional exhaustion10.1108/IJCHM-02-2023-0240International Journal of Contemporary Hospitality Management2023-10-09© 2023 Emerald Publishing LimitedRongrong TengShuai ZhouWang ZhengChunhao MaInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-0910.1108/IJCHM-02-2023-0240https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0240/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Recognizing emotions in restaurant online reviews: a hybrid model integrating deep learning and a sentiment lexiconhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0244/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to establish a model for rapid and accurate emotion recognition in restaurant online reviews, thus advancing the literature and providing practical insights into electronic word-of-mouth management for the industry. This study elaborates a hybrid model that integrates deep learning (DL) and a sentiment lexicon (SL) and compares it to five other models, including SL, random forest (RF), naïve Bayes, support vector machine (SVM) and a DL model, for the task of emotion recognition in restaurant online reviews. These models are trained and tested using 652,348 online reviews from 548 restaurants. The hybrid approach performs well for valence-based emotion and discrete emotion recognition and is highly applicable for mining online reviews in a restaurant setting. The performances of SL and RF are inferior when it comes to recognizing discrete emotions. The DL method and SVM can perform satisfactorily in the valence-based emotion recognition. These findings provide methodological and theoretical implications; thus, they advance the current state of knowledge on emotion recognition in restaurant online reviews. The results also provide practical insights into intelligent service quality monitoring and electronic word-of-mouth management for the industry. This study proposes a superior model for emotion recognition in restaurant online reviews. The methodological framework and steps are elucidated in detail for future research and practical application. This study also details the performances of other commonly used models to support the selection of methods in research and practical applications.Recognizing emotions in restaurant online reviews: a hybrid model integrating deep learning and a sentiment lexicon
Jun Liu, Sike Hu, Fuad Mehraliyev, Haiyue Zhou, Yunyun Yu, Luyu Yang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to establish a model for rapid and accurate emotion recognition in restaurant online reviews, thus advancing the literature and providing practical insights into electronic word-of-mouth management for the industry.

This study elaborates a hybrid model that integrates deep learning (DL) and a sentiment lexicon (SL) and compares it to five other models, including SL, random forest (RF), naïve Bayes, support vector machine (SVM) and a DL model, for the task of emotion recognition in restaurant online reviews. These models are trained and tested using 652,348 online reviews from 548 restaurants.

The hybrid approach performs well for valence-based emotion and discrete emotion recognition and is highly applicable for mining online reviews in a restaurant setting. The performances of SL and RF are inferior when it comes to recognizing discrete emotions. The DL method and SVM can perform satisfactorily in the valence-based emotion recognition.

These findings provide methodological and theoretical implications; thus, they advance the current state of knowledge on emotion recognition in restaurant online reviews. The results also provide practical insights into intelligent service quality monitoring and electronic word-of-mouth management for the industry.

This study proposes a superior model for emotion recognition in restaurant online reviews. The methodological framework and steps are elucidated in detail for future research and practical application. This study also details the performances of other commonly used models to support the selection of methods in research and practical applications.

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Recognizing emotions in restaurant online reviews: a hybrid model integrating deep learning and a sentiment lexicon10.1108/IJCHM-02-2023-0244International Journal of Contemporary Hospitality Management2023-12-05© 2023 Emerald Publishing LimitedJun LiuSike HuFuad MehraliyevHaiyue ZhouYunyun YuLuyu YangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-12-0510.1108/IJCHM-02-2023-0244https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0244/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Brand portfolio extension of international hotel chains: a perspective on consumer confusion and consumer decision-making processhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0245/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to pay attention to the brand portfolio extension of international hotel chains, and explores the double-edged sword effect of consumer confusion in hotel brands on the purchase decision process. Four representative international hotel chains (Marriott, Accor, Wyndham and Hyatt) were selected, and this study adopted consumer confusion from both formative and reflective perspectives. First, the authors dealt with stimuli-causing consumer confusion and evaluated similarity, overload and ambiguity confusion about the brand portfolio of these major hotel companies. Second, the authors examined the influence of consumer confusion on the decision-making process, which is rooted in the awareness–interest–desire–action model. Among the source of consumer confusion, similarity confusion was critical for Marriott, Accor and Hyatt, whereas ambiguity confusion was severe for Wyndham. Awareness was positively affected by overload confusion, but negatively affected by ambiguity confusion. Furthermore, the link between interest and desire was moderated by the consequences of consumer confusion. Based on both positive and negative roles of consumer confusion, this study provides implications for enhancing brand strategy and communications of international chain hotels. This present study differs from previous studies, in that it deals with consumer confusion associated with brand portfolio expansion, which produces a double-edged sword effect in the hotel context.Brand portfolio extension of international hotel chains: a perspective on consumer confusion and consumer decision-making process
Jinkyung Jenny Kim
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to pay attention to the brand portfolio extension of international hotel chains, and explores the double-edged sword effect of consumer confusion in hotel brands on the purchase decision process.

Four representative international hotel chains (Marriott, Accor, Wyndham and Hyatt) were selected, and this study adopted consumer confusion from both formative and reflective perspectives. First, the authors dealt with stimuli-causing consumer confusion and evaluated similarity, overload and ambiguity confusion about the brand portfolio of these major hotel companies. Second, the authors examined the influence of consumer confusion on the decision-making process, which is rooted in the awareness–interest–desire–action model.

Among the source of consumer confusion, similarity confusion was critical for Marriott, Accor and Hyatt, whereas ambiguity confusion was severe for Wyndham. Awareness was positively affected by overload confusion, but negatively affected by ambiguity confusion. Furthermore, the link between interest and desire was moderated by the consequences of consumer confusion.

Based on both positive and negative roles of consumer confusion, this study provides implications for enhancing brand strategy and communications of international chain hotels.

This present study differs from previous studies, in that it deals with consumer confusion associated with brand portfolio expansion, which produces a double-edged sword effect in the hotel context.

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Brand portfolio extension of international hotel chains: a perspective on consumer confusion and consumer decision-making process10.1108/IJCHM-02-2023-0245International Journal of Contemporary Hospitality Management2024-01-09© 2023 Emerald Publishing LimitedJinkyung Jenny KimInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-0910.1108/IJCHM-02-2023-0245https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0245/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Social cognition of humanoid robots on customer tolerance of service failurehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0250/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the effects of the perceived warmth and competence of humanoid robots on customer tolerance of service failure through the affective response and the boundary condition of relationship norms. Two experimental studies were conducted to investigate the effects of perceived warmth and competence of humanoid robots’ physical appearances on tolerance of service failure and the mediating role of anger. The boundary influence of relationship norms is also explored. The results reveal that the perception of warmth (vs. competence) robot leads to less (more) anger, which significantly results in tolerance of service failure. However, customer tolerance is insignificant under exchange norms, as the undelivered service violates the expectations of both warm and competent robots. This study provides practical guidance for hospitality managers to implement humanoid robots in a way that minimizes the negative outcomes of service failure. Managers should also think about the appropriate match of different types of humanoid robots and relationship norms in which robots will be deployed. This study contributes to the tolerance literature by taking a social cognition perspective to investigate the effect of humanoid robots’ physical appearances on customers’ reactions to service failure. The findings also reveal that its affective mechanism lies in the effect of expectancy violations of service failure on tolerance. Furthermore, this study extends the literature on relationship norms to the influence of company factors on effective humanoid robot implementation.Social cognition of humanoid robots on customer tolerance of service failure
Ying Chang, Chubing Zhang, Tiange Li, Yina Li
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the effects of the perceived warmth and competence of humanoid robots on customer tolerance of service failure through the affective response and the boundary condition of relationship norms.

Two experimental studies were conducted to investigate the effects of perceived warmth and competence of humanoid robots’ physical appearances on tolerance of service failure and the mediating role of anger. The boundary influence of relationship norms is also explored.

The results reveal that the perception of warmth (vs. competence) robot leads to less (more) anger, which significantly results in tolerance of service failure. However, customer tolerance is insignificant under exchange norms, as the undelivered service violates the expectations of both warm and competent robots.

This study provides practical guidance for hospitality managers to implement humanoid robots in a way that minimizes the negative outcomes of service failure. Managers should also think about the appropriate match of different types of humanoid robots and relationship norms in which robots will be deployed.

This study contributes to the tolerance literature by taking a social cognition perspective to investigate the effect of humanoid robots’ physical appearances on customers’ reactions to service failure. The findings also reveal that its affective mechanism lies in the effect of expectancy violations of service failure on tolerance. Furthermore, this study extends the literature on relationship norms to the influence of company factors on effective humanoid robot implementation.

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Social cognition of humanoid robots on customer tolerance of service failure10.1108/IJCHM-02-2023-0250International Journal of Contemporary Hospitality Management2023-10-24© 2023 Emerald Publishing LimitedYing ChangChubing ZhangTiange LiYina LiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-2410.1108/IJCHM-02-2023-0250https://www.emerald.com/insight/content/doi/10.1108/IJCHM-02-2023-0250/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Dynamics in accommodation feature preferences: exploring the use of time series analysis of online reviews for decomposing temporal effectshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0279/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to explore the use of time series analyses to examine changes in travelers’ preferences in accommodation features by disentangling seasonal, trend and the COVID-19 pandemic’s once-off disruptive effects. Longitudinal data are retrieved by online traveler reviews (n = 519,200) from the Canary Islands, Spain, over a period of seven years (2015 to 2022). A time series analysis decomposes the seasonal, trend and disruptive effects of six prominent accommodation features (view, terrace, pool, shop, location and room). Single accommodation features reveal different seasonal patterns. Trend analyses indicate long-term trend effects and short-term disruption effects caused by Covid-19. In contrast, no long-term effect of the pandemic was found. The findings stress the need to address seasonality at the single accommodation feature level. Beyond targeting specific features at different guest groups, new approaches could allow dynamic price optimization. Real-time insight can be used for the targeted marketing of platform providers and accommodation owners. A novel application of a time series perspective reveals trends and seasonal changes in travelers’ accommodation feature preferences. The findings help better address travelers’ needs in P2P offerings.Dynamics in accommodation feature preferences: exploring the use of time series analysis of online reviews for decomposing temporal effects
Thorsten Teichert, Christian González-Martel, Juan M. Hernández, Nadja Schweiggart
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to explore the use of time series analyses to examine changes in travelers’ preferences in accommodation features by disentangling seasonal, trend and the COVID-19 pandemic’s once-off disruptive effects.

Longitudinal data are retrieved by online traveler reviews (n = 519,200) from the Canary Islands, Spain, over a period of seven years (2015 to 2022). A time series analysis decomposes the seasonal, trend and disruptive effects of six prominent accommodation features (view, terrace, pool, shop, location and room).

Single accommodation features reveal different seasonal patterns. Trend analyses indicate long-term trend effects and short-term disruption effects caused by Covid-19. In contrast, no long-term effect of the pandemic was found.

The findings stress the need to address seasonality at the single accommodation feature level. Beyond targeting specific features at different guest groups, new approaches could allow dynamic price optimization. Real-time insight can be used for the targeted marketing of platform providers and accommodation owners.

A novel application of a time series perspective reveals trends and seasonal changes in travelers’ accommodation feature preferences. The findings help better address travelers’ needs in P2P offerings.

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Dynamics in accommodation feature preferences: exploring the use of time series analysis of online reviews for decomposing temporal effects10.1108/IJCHM-03-2023-0279International Journal of Contemporary Hospitality Management2023-11-20© 2023 Emerald Publishing LimitedThorsten TeichertChristian González-MartelJuan M. HernándezNadja SchweiggartInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-11-2010.1108/IJCHM-03-2023-0279https://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0279/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Rise of fsQCA in tourism and hospitality research: a systematic literature reviewhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0288/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this review paper is to address the need for mapping the thematic structure of fuzzy-set qualitative comparative analysis (fsQCA) in the context of tourism and hospitality research, in response to the growing interest in this methodology. This study conducts a comprehensive systematic review using the SPAR-4-SLR procedure to produce a scientific map of top-tier research using the fsQCA technique in tourism and hospitality studies. A major finding of this review investigation is the identification of six knowledge clusters: business competitiveness in the hospitality sector; psychoanalysis of tourist behaviour and satisfaction; entrepreneurship in the tourism and hospitality sector; tourism business ecosystem; sustainable tourism; and service quality in the tourism and hospitality sectors. Although this review assessment relied heavily on articles published in prestigious journals, it does not rule out the idea that other sources, such as conference proceedings, can provide valuable insight. Novel insights into the intellectual structure of tourism and hospitality research using the fsQCA technique, as well as ideas for future exploration in this domain, are presented in this review.Rise of fsQCA in tourism and hospitality research: a systematic literature review
Satish Kumar, Saumyaranjan Sahoo, Faizan Ali, Cihan Cobanoglu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this review paper is to address the need for mapping the thematic structure of fuzzy-set qualitative comparative analysis (fsQCA) in the context of tourism and hospitality research, in response to the growing interest in this methodology.

This study conducts a comprehensive systematic review using the SPAR-4-SLR procedure to produce a scientific map of top-tier research using the fsQCA technique in tourism and hospitality studies.

A major finding of this review investigation is the identification of six knowledge clusters: business competitiveness in the hospitality sector; psychoanalysis of tourist behaviour and satisfaction; entrepreneurship in the tourism and hospitality sector; tourism business ecosystem; sustainable tourism; and service quality in the tourism and hospitality sectors.

Although this review assessment relied heavily on articles published in prestigious journals, it does not rule out the idea that other sources, such as conference proceedings, can provide valuable insight.

Novel insights into the intellectual structure of tourism and hospitality research using the fsQCA technique, as well as ideas for future exploration in this domain, are presented in this review.

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Rise of fsQCA in tourism and hospitality research: a systematic literature review10.1108/IJCHM-03-2023-0288International Journal of Contemporary Hospitality Management2023-10-02© 2023 Emerald Publishing LimitedSatish KumarSaumyaranjan SahooFaizan AliCihan CobanogluInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-0210.1108/IJCHM-03-2023-0288https://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0288/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
How do resource scarcity reminders influence consumers’ CSR engagement?https://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0326/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to understand consumers' reactions to hospitality corporate social responsibility (CSR) campaigns under different resource scarcity reminders, an important but overlooked contextual factor, and examine how such scarcity reminders interact with message framing, a widely used technique in CSR communication. Three experimental studies were conducted. Studies 1 and 2 examined the main effect of resource scarcity reminders (environmental vs personal) on consumer engagement via self-other orientation. Study 3 further investigated the interactive effect between resource scarcity reminders (environmental vs personal) and message framing (gain vs loss) with hope as a key mediator. Studies 1 and 2 show that environmental (vs personal) scarcity activates a more salient other orientation, subsequently increasing consumers' donation and word-of-mouth intentions. Study 3 reveals that environmental (vs personal) scarcity makes people more hopeful with gain-framed messages. Moreover, the elevated hope enhances perceived efficacy (attitude toward the company), leading to higher donation (word-of-mouth) intention. Hospitality marketers could remind consumers of the harsh environment to elicit other orientation and encourage CSR participation. Using gain-framed messages or other hope-inducing appeals would be particularly advantageous in engaging consumers in CSR campaigns during heightened environmental scarcity. Focusing on consumer responses to CSR campaigns, to the best of the authors’ knowledge, this research is the first to reveal reminders of resource scarcity as a novel antecedent factor and further uncover how such reminders interact with message framing to affect CSR engagement.How do resource scarcity reminders influence consumers’ CSR engagement?
Tian Ye, Anna S. Mattila
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to understand consumers' reactions to hospitality corporate social responsibility (CSR) campaigns under different resource scarcity reminders, an important but overlooked contextual factor, and examine how such scarcity reminders interact with message framing, a widely used technique in CSR communication.

Three experimental studies were conducted. Studies 1 and 2 examined the main effect of resource scarcity reminders (environmental vs personal) on consumer engagement via self-other orientation. Study 3 further investigated the interactive effect between resource scarcity reminders (environmental vs personal) and message framing (gain vs loss) with hope as a key mediator.

Studies 1 and 2 show that environmental (vs personal) scarcity activates a more salient other orientation, subsequently increasing consumers' donation and word-of-mouth intentions. Study 3 reveals that environmental (vs personal) scarcity makes people more hopeful with gain-framed messages. Moreover, the elevated hope enhances perceived efficacy (attitude toward the company), leading to higher donation (word-of-mouth) intention.

Hospitality marketers could remind consumers of the harsh environment to elicit other orientation and encourage CSR participation. Using gain-framed messages or other hope-inducing appeals would be particularly advantageous in engaging consumers in CSR campaigns during heightened environmental scarcity.

Focusing on consumer responses to CSR campaigns, to the best of the authors’ knowledge, this research is the first to reveal reminders of resource scarcity as a novel antecedent factor and further uncover how such reminders interact with message framing to affect CSR engagement.

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How do resource scarcity reminders influence consumers’ CSR engagement?10.1108/IJCHM-03-2023-0326International Journal of Contemporary Hospitality Management2023-08-10© 2023 Emerald Publishing LimitedTian YeAnna S. MattilaInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-1010.1108/IJCHM-03-2023-0326https://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0326/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The role of employee loyalty in online reputation: evidence from tourism and hospitality sectorhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0409/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestOnline employee reviews have a substantial impact on employee recruitment, retention and the overall perception of a company’s image, making them a crucial element of its online reputation. Consequently, these reviews play a vital role in shaping the company’s competitiveness in the talent market. This study aims to investigate the role of employee loyalty in online reputation in the tourism and hospitality sector. This study collected online reviews posted by 334,428 employees across 173 companies in the tourism and hospitality sector. Then, this study proposed a method for measuring employee loyalty toward the company through text comments. Furthermore, the role of employee loyalty in online reputation through regression models was analyzed. Employee loyalty is positively associated with the closed-form evaluations, and the length and readability of open-ended comments is directly and positively associated with review helpfulness and is indirectly associated with review helpfulness through employee online reviews. Employees’ perception of job instability has a significant moderating effect on the above relationships. This study contributes to the literature on loyalty in the tourism and hospitality industry, online reputation and employee risk perception. These findings offer a more profound understanding of the extra-role behaviors demonstrated by loyal employees, provide a theoretical foundation for the formation of a company’s online reputation and contribute to helping the tourism and service industry better address risk events. These conclusions provide valuable insights for companies in the fields of human resource management and online reputation management. To the best of the authors’ knowledge, this study is the first to reveal the impact of employee loyalty on the company’s online reputation and provides important theoretical and practical implications for management.The role of employee loyalty in online reputation: evidence from tourism and hospitality sector
Yanbo Yao, Tian-Yu Han, Jian-Wu Bi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Online employee reviews have a substantial impact on employee recruitment, retention and the overall perception of a company’s image, making them a crucial element of its online reputation. Consequently, these reviews play a vital role in shaping the company’s competitiveness in the talent market. This study aims to investigate the role of employee loyalty in online reputation in the tourism and hospitality sector.

This study collected online reviews posted by 334,428 employees across 173 companies in the tourism and hospitality sector. Then, this study proposed a method for measuring employee loyalty toward the company through text comments. Furthermore, the role of employee loyalty in online reputation through regression models was analyzed.

Employee loyalty is positively associated with the closed-form evaluations, and the length and readability of open-ended comments is directly and positively associated with review helpfulness and is indirectly associated with review helpfulness through employee online reviews. Employees’ perception of job instability has a significant moderating effect on the above relationships.

This study contributes to the literature on loyalty in the tourism and hospitality industry, online reputation and employee risk perception. These findings offer a more profound understanding of the extra-role behaviors demonstrated by loyal employees, provide a theoretical foundation for the formation of a company’s online reputation and contribute to helping the tourism and service industry better address risk events. These conclusions provide valuable insights for companies in the fields of human resource management and online reputation management.

To the best of the authors’ knowledge, this study is the first to reveal the impact of employee loyalty on the company’s online reputation and provides important theoretical and practical implications for management.

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The role of employee loyalty in online reputation: evidence from tourism and hospitality sector10.1108/IJCHM-03-2023-0409International Journal of Contemporary Hospitality Management2023-10-10© 2023 Emerald Publishing LimitedYanbo YaoTian-Yu HanJian-Wu BiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-1010.1108/IJCHM-03-2023-0409https://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0409/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The role of experiential familiarity in shaping hotel-chain competitivenesshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0434/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the role of experiential familiarity in determining the competitiveness of hotel chains. It does so by comparing the attribute-performance perceptions of guests who had and had not previously stayed at a property belonging to a specific hotel chain. It also examines how far such perceptions shape word-of-mouth and future purchase intentions. Data were collected from 1,016 Finnish leisure tourists in 2021 using an online questionnaire, providing a representative sample of Finnish domestic leisure tourists. The results indicate that the competitiveness of different hotel chains depends on a small number of key attributes. Differentiation between hotel chains can be seen from the results. Previous guests rate hotel chain attributes more highly than non-previous guests. Behavioral intentions do not differ between previous and non-previous guests, but how many times a person has stayed in the hotel chain significantly influences behavioral intentions. The results provide strategic levers that hotel chains can use to enhance their competitiveness. Hotels should invest in attributes that have the biggest positive impact on customer behavior. These will be different for different hotel chains. By understanding these differences, it is possible to communicate relevant attributes to customers through marketing and develop hotel features that will drive revisit intention and word-of-mouth marketing. This study found that while certain hotel attributes had a significant shaping effect on guests’ performance ratings, there were no decisive differences between those with or without experiential familiarity with the hotel chain.The role of experiential familiarity in shaping hotel-chain competitiveness
Jere Jokelainen, Brian Garrod, Erose Sthapit, Juho Pesonen
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the role of experiential familiarity in determining the competitiveness of hotel chains. It does so by comparing the attribute-performance perceptions of guests who had and had not previously stayed at a property belonging to a specific hotel chain. It also examines how far such perceptions shape word-of-mouth and future purchase intentions.

Data were collected from 1,016 Finnish leisure tourists in 2021 using an online questionnaire, providing a representative sample of Finnish domestic leisure tourists.

The results indicate that the competitiveness of different hotel chains depends on a small number of key attributes. Differentiation between hotel chains can be seen from the results. Previous guests rate hotel chain attributes more highly than non-previous guests. Behavioral intentions do not differ between previous and non-previous guests, but how many times a person has stayed in the hotel chain significantly influences behavioral intentions. The results provide strategic levers that hotel chains can use to enhance their competitiveness.

Hotels should invest in attributes that have the biggest positive impact on customer behavior. These will be different for different hotel chains. By understanding these differences, it is possible to communicate relevant attributes to customers through marketing and develop hotel features that will drive revisit intention and word-of-mouth marketing.

This study found that while certain hotel attributes had a significant shaping effect on guests’ performance ratings, there were no decisive differences between those with or without experiential familiarity with the hotel chain.

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The role of experiential familiarity in shaping hotel-chain competitiveness10.1108/IJCHM-03-2023-0434International Journal of Contemporary Hospitality Management2023-12-06© 2023 Emerald Publishing LimitedJere JokelainenBrian GarrodErose SthapitJuho PesonenInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-12-0610.1108/IJCHM-03-2023-0434https://www.emerald.com/insight/content/doi/10.1108/IJCHM-03-2023-0434/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Can nostalgia-themed stimuli predict customer loyalty and continued patronage?https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0442/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe extant literature documents the significance of nostalgia-evoking stimuli in promoting consumer behavior. Despite the prevalent use of nostalgia-evoking stimuli in restaurant service, research on nostalgia-evoking restaurants is significantly lacking. As a result, little is known about customers’ cognitive responses toward nostalgia-themed restaurant stimuli and their influences on customer loyalty behavior. Thus, grounded in an extended stimulus-organism-response model, this study aims to examine the role of nostalgia-evoking restaurant stimuli in explaining an integrated model focusing on nostalgia, in relation to local food consumption value, familiarity with nostalgia-triggering restaurants and loyalty and continued patronage. The authors collected data from 544 Taiwanese customers at nostalgia-themed restaurants. Using PROCESS (Model 6), the direct and indirect effect of nostalgia-evoking restaurant stimuli on loyalty and continued patronage were examined. The confirmatory factor analysis results showed that five domains of restaurant attributes (i.e., service staff, exterior and interior design, furniture and tableware, local food and atmosphere) are nostalgia-evoking stimuli. The authors also found that these nostalgia-evoking stimuli significantly affected customer loyalty indirectly, through customers’ consumption value and familiarity. The results of this study help identify the importance of nostalgia-generating cues in nostalgia-themed restaurants and their roles in postpurchase behaviors. The outcomes contribute to an improved understanding of how to exploit nostalgic sentiments in nurturing diners’ consumption value, maintaining customer loyalty and generating greater profits. To the best of the authors’ knowledge, this is one of the few studies examining restaurant attributes evoking nostalgia and explaining the mechanism by which nostalgia-evoking stimuli affect consumer behavior.Can nostalgia-themed stimuli predict customer loyalty and continued patronage?
Jong-Hyeong Kim, Seongseop (Sam) Kim, Saeid Nosrati, Frank Badu-Baiden
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The extant literature documents the significance of nostalgia-evoking stimuli in promoting consumer behavior. Despite the prevalent use of nostalgia-evoking stimuli in restaurant service, research on nostalgia-evoking restaurants is significantly lacking. As a result, little is known about customers’ cognitive responses toward nostalgia-themed restaurant stimuli and their influences on customer loyalty behavior. Thus, grounded in an extended stimulus-organism-response model, this study aims to examine the role of nostalgia-evoking restaurant stimuli in explaining an integrated model focusing on nostalgia, in relation to local food consumption value, familiarity with nostalgia-triggering restaurants and loyalty and continued patronage.

The authors collected data from 544 Taiwanese customers at nostalgia-themed restaurants. Using PROCESS (Model 6), the direct and indirect effect of nostalgia-evoking restaurant stimuli on loyalty and continued patronage were examined.

The confirmatory factor analysis results showed that five domains of restaurant attributes (i.e., service staff, exterior and interior design, furniture and tableware, local food and atmosphere) are nostalgia-evoking stimuli. The authors also found that these nostalgia-evoking stimuli significantly affected customer loyalty indirectly, through customers’ consumption value and familiarity.

The results of this study help identify the importance of nostalgia-generating cues in nostalgia-themed restaurants and their roles in postpurchase behaviors. The outcomes contribute to an improved understanding of how to exploit nostalgic sentiments in nurturing diners’ consumption value, maintaining customer loyalty and generating greater profits.

To the best of the authors’ knowledge, this is one of the few studies examining restaurant attributes evoking nostalgia and explaining the mechanism by which nostalgia-evoking stimuli affect consumer behavior.

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Can nostalgia-themed stimuli predict customer loyalty and continued patronage?10.1108/IJCHM-04-2023-0442International Journal of Contemporary Hospitality Management2023-10-09© 2023 Emerald Publishing LimitedJong-Hyeong KimSeongseop (Sam) KimSaeid NosratiFrank Badu-BaidenInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-0910.1108/IJCHM-04-2023-0442https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0442/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A multilevel investigation of the impact of error management culture on restaurant employee voicehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0444/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the relation between error management culture and restaurant employee promotive and prohibitive voices. Drawing on socially desirable responding theory, the authors also propose a dual-mediation mechanism underlying the impact of error management culture on employee voice: psychological empowerment, as the agentic motive, and psychological safety, as the communal motive. The authors recruited 223 participants working in 37 restaurants in China for the two-wave surveys with a one-week interval. The authors use a multilevel modeling paradigm to test the study hypotheses. This research examines a multilevel model suggesting that error management culture can boost employee promotive voice and prohibitive voice via the mechanisms of psychological safety and empowerment. In addition, the results suggest that psychological empowerment (vs psychological safety) has a strong mediation effect between error management culture and promotive voice, but the authors find no difference in mediating effects between error management culture and prohibitive voice. Restaurants can encourage employee voice by developing and maintaining an error management culture. Organizations can also consider motivating employees from both agentic and communal perspectives. Moreover, managers should focus more on empowering employees in areas characterized by Confucianism or collectivism. The current research adds to the voice literature by identifying an organizational cultural antecedent of employee voice–error management culture. Agentic and communal motives are two motivational paths of employee voice. It also extends the social desirability theory by highlighting the role of the agentic motive in the Chinese restaurant context.A multilevel investigation of the impact of error management culture on restaurant employee voice
Yidan Huang, Heyao Yu, Amit Sharma, Ziang Zhang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the relation between error management culture and restaurant employee promotive and prohibitive voices. Drawing on socially desirable responding theory, the authors also propose a dual-mediation mechanism underlying the impact of error management culture on employee voice: psychological empowerment, as the agentic motive, and psychological safety, as the communal motive.

The authors recruited 223 participants working in 37 restaurants in China for the two-wave surveys with a one-week interval. The authors use a multilevel modeling paradigm to test the study hypotheses.

This research examines a multilevel model suggesting that error management culture can boost employee promotive voice and prohibitive voice via the mechanisms of psychological safety and empowerment. In addition, the results suggest that psychological empowerment (vs psychological safety) has a strong mediation effect between error management culture and promotive voice, but the authors find no difference in mediating effects between error management culture and prohibitive voice.

Restaurants can encourage employee voice by developing and maintaining an error management culture. Organizations can also consider motivating employees from both agentic and communal perspectives. Moreover, managers should focus more on empowering employees in areas characterized by Confucianism or collectivism.

The current research adds to the voice literature by identifying an organizational cultural antecedent of employee voice–error management culture. Agentic and communal motives are two motivational paths of employee voice. It also extends the social desirability theory by highlighting the role of the agentic motive in the Chinese restaurant context.

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A multilevel investigation of the impact of error management culture on restaurant employee voice10.1108/IJCHM-04-2023-0444International Journal of Contemporary Hospitality Management2023-11-29© 2023 Emerald Publishing LimitedYidan HuangHeyao YuAmit SharmaZiang ZhangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-11-2910.1108/IJCHM-04-2023-0444https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0444/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
MetaWOM – toward a sensory word-of-mouth (WOM) in the metaversehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0474/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestBased on the key dimensions of the Metaverse environment (immersiveness, fidelity and sociability), this paper aims to develop the concept of sensory word-of-mouth (WOM) in Metaverse – the metaWOM. It attempts to upgrade the Reviewchain model and suggests the utilization of non-transferable tokens (NTTs) in curbing the explosion of fake WOM. Following Macinnis’ (2011) approach to conceptual contributions, the authors browsed the currently available literature on WOM, Metaverse and NTT to portray the emergence of metaWOM. By relying on Metaverse’s three building blocks, the authors map out the persuasiveness of metaWOM in the Metaverse-like environment. By incorporating NTT in the Reviewchain model, the authors upgraded it to provide a transparent, safe and trusted review ecosystem. An array of emerging research directions and research questions is presented. This paper comprehensively analyzes the implications of a Metaverse-like environment on WOM and debates on technologies that can enhance the metaWOM persuasiveness. The proposed model in this paper can assist various stakeholders in understanding the complex nature of virtual information-seeking and giving. This is the original attempt to delineate the sensory aspect of WOM in the Metaverse based on three crucial aspects of the Metaverse environment: immersiveness, fidelity and sociability. This paper extends the discussion on the issue of fake reviews and offers viable suggestions to curb the ever-growing number of fraudulent WOM.MetaWOM – toward a sensory word-of-mouth (WOM) in the metaverse
Dušan Mladenović, Elvira Ismagilova, Raffaele Filieri, Yogesh K. Dwivedi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Based on the key dimensions of the Metaverse environment (immersiveness, fidelity and sociability), this paper aims to develop the concept of sensory word-of-mouth (WOM) in Metaverse – the metaWOM. It attempts to upgrade the Reviewchain model and suggests the utilization of non-transferable tokens (NTTs) in curbing the explosion of fake WOM.

Following Macinnis’ (2011) approach to conceptual contributions, the authors browsed the currently available literature on WOM, Metaverse and NTT to portray the emergence of metaWOM.

By relying on Metaverse’s three building blocks, the authors map out the persuasiveness of metaWOM in the Metaverse-like environment. By incorporating NTT in the Reviewchain model, the authors upgraded it to provide a transparent, safe and trusted review ecosystem. An array of emerging research directions and research questions is presented.

This paper comprehensively analyzes the implications of a Metaverse-like environment on WOM and debates on technologies that can enhance the metaWOM persuasiveness. The proposed model in this paper can assist various stakeholders in understanding the complex nature of virtual information-seeking and giving.

This is the original attempt to delineate the sensory aspect of WOM in the Metaverse based on three crucial aspects of the Metaverse environment: immersiveness, fidelity and sociability. This paper extends the discussion on the issue of fake reviews and offers viable suggestions to curb the ever-growing number of fraudulent WOM.

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MetaWOM – toward a sensory word-of-mouth (WOM) in the metaverse10.1108/IJCHM-04-2023-0474International Journal of Contemporary Hospitality Management2023-09-19© 2023 Emerald Publishing LimitedDušan MladenovićElvira IsmagilovaRaffaele FilieriYogesh K. DwivediInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-09-1910.1108/IJCHM-04-2023-0474https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0474/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Fostering customer-oriented constructive deviance: the influence of moral emotions and moral disengagementhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0495/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate the influential factors driving customer-oriented constructive deviance (COCD) within the context of the tourism and hospitality industry. Specifically, the authors explore the role of moral emotions as mediators and moral disengagement as a moderator. In Study 1, the participant pool consisted of 259 frontline service employees hailing from a diverse selection of 54 four- and five-star hotels. Study 2 took an alternative approach, using a scenario-based experiment with 212 participants. The results reported that organizational injustice toward customers is positively related to other-condemning emotions and leads to COCD. The results also reported that perceived customer citizenship behavior (CCB) positively relates to other-praising emotions, resulting in constructive deviance from customer-oriented. Moreover, these findings support moral emotions and moral disengagement interactions. This paper shows that an organization’s injustice of external parties, such as customers, may provide important information that employees use to shape their moral emotions (e.g. other condemning emotions) and behavior toward the organization (e.g. COCD). Furthermore, this study confirms that perceived customer citizenship behavior contributes to COCD through other-praising emotions.Fostering customer-oriented constructive deviance: the influence of moral emotions and moral disengagement
Amer Al-Atwi, Taeshik Gong, Ali Bakir
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate the influential factors driving customer-oriented constructive deviance (COCD) within the context of the tourism and hospitality industry. Specifically, the authors explore the role of moral emotions as mediators and moral disengagement as a moderator.

In Study 1, the participant pool consisted of 259 frontline service employees hailing from a diverse selection of 54 four- and five-star hotels. Study 2 took an alternative approach, using a scenario-based experiment with 212 participants.

The results reported that organizational injustice toward customers is positively related to other-condemning emotions and leads to COCD. The results also reported that perceived customer citizenship behavior (CCB) positively relates to other-praising emotions, resulting in constructive deviance from customer-oriented. Moreover, these findings support moral emotions and moral disengagement interactions.

This paper shows that an organization’s injustice of external parties, such as customers, may provide important information that employees use to shape their moral emotions (e.g. other condemning emotions) and behavior toward the organization (e.g. COCD). Furthermore, this study confirms that perceived customer citizenship behavior contributes to COCD through other-praising emotions.

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Fostering customer-oriented constructive deviance: the influence of moral emotions and moral disengagement10.1108/IJCHM-04-2023-0495International Journal of Contemporary Hospitality Management2023-11-27© 2023 Emerald Publishing LimitedAmer Al-AtwiTaeshik GongAli BakirInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-11-2710.1108/IJCHM-04-2023-0495https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0495/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Rethinking the role of hospitality in society: the HOST modelhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0512/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this conceptual paper is to provide a critical reflection on the role of hospitality in society. Specifically, this research criticizes contemporary conceptualizations of hospitality in academic research and practice and suggests a reconceptualized approach for capturing the full potential of hospitality to elicit transformative social change. This paper is based on a critical analysis of hospitality research and practice as reflected in the extant literature. A typological approach to conceptualization is used to develop a framework that views hospitality from three distinct epistemological pathways. Hospitality has largely been conceptualized as an industry- or a business-level context in which economic activity takes place, a pathway referred to as application. This paper offers the hospitality-oriented society of tomorrow (HOST) framework, which urges researchers and practitioners to explore two additional pathways – infusion and transformation – through which hospitality can contribute to society. The nonrecursive relationships between these three pathways and the five pillars of sustainable development espoused by the United Nations 2030 Agenda are proposed to form the basis of future inquiry into the role of hospitality in society. The HOST model provides a framework whereby stakeholders within and outside of the traditional contours of the hospitality industry can benefit from a broader conceptualization and implementation of the hospitality phenomenon. The paper offers a thought-provoking assessment of the fundamental tenets of hospitality as an academic discipline and social phenomenon. It offers a unique framework that should inform the evolution of hospitality research and practice if the discipline is to bolster its social significance.Rethinking the role of hospitality in society: the HOST model
Anil Bilgihan, Lydia Hanks, Nathan Discepoli Line, Makarand Amrish Mody
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this conceptual paper is to provide a critical reflection on the role of hospitality in society. Specifically, this research criticizes contemporary conceptualizations of hospitality in academic research and practice and suggests a reconceptualized approach for capturing the full potential of hospitality to elicit transformative social change.

This paper is based on a critical analysis of hospitality research and practice as reflected in the extant literature. A typological approach to conceptualization is used to develop a framework that views hospitality from three distinct epistemological pathways.

Hospitality has largely been conceptualized as an industry- or a business-level context in which economic activity takes place, a pathway referred to as application. This paper offers the hospitality-oriented society of tomorrow (HOST) framework, which urges researchers and practitioners to explore two additional pathways – infusion and transformation – through which hospitality can contribute to society. The nonrecursive relationships between these three pathways and the five pillars of sustainable development espoused by the United Nations 2030 Agenda are proposed to form the basis of future inquiry into the role of hospitality in society.

The HOST model provides a framework whereby stakeholders within and outside of the traditional contours of the hospitality industry can benefit from a broader conceptualization and implementation of the hospitality phenomenon.

The paper offers a thought-provoking assessment of the fundamental tenets of hospitality as an academic discipline and social phenomenon. It offers a unique framework that should inform the evolution of hospitality research and practice if the discipline is to bolster its social significance.

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Rethinking the role of hospitality in society: the HOST model10.1108/IJCHM-04-2023-0512International Journal of Contemporary Hospitality Management2023-09-18© 2023 Emerald Publishing LimitedAnil BilgihanLydia HanksNathan Discepoli LineMakarand Amrish ModyInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-09-1810.1108/IJCHM-04-2023-0512https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0512/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Climate change needs behavior change: a team mechanism of team green creative behaviorhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0515/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the influence of team-level green human resource management practices (TGHRM) on team-level green creative behavior (TGCB) through team green psychological climate (TGPC). Additionally, it delves into the moderating effects of ethical leadership (EL) and green culture (GC) on the relationships among team-level GHRM, TGPC and TGCB. Using a cross-sectional design, data were gathered from hotel teams and were analyzed using the PROCESS model. The results indicate that TGHRM significantly impacts TGCB via TGPC. Moreover, the study provides partial evidence supporting the moderating roles of EL and GC in the relationships between TGHRM, TGPC and TGCB. These findings offer valuable insights for managers and practitioners. They highlight the potential to enhance TGCB by implementing GHRM practices, nurturing a TGPC and cultivating both EL and a GC within teams. This research addresses a gap in the literature, focusing on the effects of TGHRM on TGCB and shedding light on the intertwined social and psychological processes. Further, it broadens the discourse by analyzing the moderating influence of EL and GC in the dynamics between TGHRM, TGPC and TGCB.Climate change needs behavior change: a team mechanism of team green creative behavior
Muhammad Farrukh, Muhammad Rafiq, Ali Raza, Nabeel Younus Ansari
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the influence of team-level green human resource management practices (TGHRM) on team-level green creative behavior (TGCB) through team green psychological climate (TGPC). Additionally, it delves into the moderating effects of ethical leadership (EL) and green culture (GC) on the relationships among team-level GHRM, TGPC and TGCB.

Using a cross-sectional design, data were gathered from hotel teams and were analyzed using the PROCESS model.

The results indicate that TGHRM significantly impacts TGCB via TGPC. Moreover, the study provides partial evidence supporting the moderating roles of EL and GC in the relationships between TGHRM, TGPC and TGCB.

These findings offer valuable insights for managers and practitioners. They highlight the potential to enhance TGCB by implementing GHRM practices, nurturing a TGPC and cultivating both EL and a GC within teams.

This research addresses a gap in the literature, focusing on the effects of TGHRM on TGCB and shedding light on the intertwined social and psychological processes. Further, it broadens the discourse by analyzing the moderating influence of EL and GC in the dynamics between TGHRM, TGPC and TGCB.

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Climate change needs behavior change: a team mechanism of team green creative behavior10.1108/IJCHM-04-2023-0515International Journal of Contemporary Hospitality Management2023-12-04© 2023 Emerald Publishing LimitedMuhammad FarrukhMuhammad RafiqAli RazaNabeel Younus AnsariInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-12-0410.1108/IJCHM-04-2023-0515https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0515/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
When cool hospitality brand meets AI: exploring the matching effect of service agents and brand images on brand attitudehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0516/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to explore the matching effect of hospitality brand image (cool vs non-cool) and service agents (Artificial intelligence [AI] vs human staff) on brand attitude, with a focus on assessing the role of feeling right as a mediator and service failure as a moderator. This paper tested the hypotheses through three experiments and a Supplementary Material experiment, which collectively involved 835 participants. The results indicated that the adoption of AI by cool brands can foster the right feeling and enhance consumers’ positive brand attitudes. In contrast, employing human staff did not lead to improved brand attitudes toward non-cool brands. Furthermore, the study found that service failure moderated the matching effect between service agents and cool brand images on brand attitude. The matching effect was observed under successful service conditions, but it disappeared when service failure occurred. The findings offer practical guidance for hospitality companies in choosing service agents based on brand image. Cool brands can swiftly transition to AI, reinforcing their modern, cutting-edge image. Traditional brands may delay AI adoption or integrate it strategically with human staff. To the best of the authors’ knowledge, this paper represents one of the first studies to address the issue of selecting the optimal service agent based on hospitality brand image. More importantly, it introduces the concept of a cool hospitality brand image as a boundary condition in the framework of AI research, providing novel insights into consumers’ ambivalent responses to AI observed in previous studies.When cool hospitality brand meets AI: exploring the matching effect of service agents and brand images on brand attitude
Yun Liu, Xingyuan Wang, Heyu Qin
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to explore the matching effect of hospitality brand image (cool vs non-cool) and service agents (Artificial intelligence [AI] vs human staff) on brand attitude, with a focus on assessing the role of feeling right as a mediator and service failure as a moderator.

This paper tested the hypotheses through three experiments and a Supplementary Material experiment, which collectively involved 835 participants.

The results indicated that the adoption of AI by cool brands can foster the right feeling and enhance consumers’ positive brand attitudes. In contrast, employing human staff did not lead to improved brand attitudes toward non-cool brands. Furthermore, the study found that service failure moderated the matching effect between service agents and cool brand images on brand attitude. The matching effect was observed under successful service conditions, but it disappeared when service failure occurred.

The findings offer practical guidance for hospitality companies in choosing service agents based on brand image. Cool brands can swiftly transition to AI, reinforcing their modern, cutting-edge image. Traditional brands may delay AI adoption or integrate it strategically with human staff.

To the best of the authors’ knowledge, this paper represents one of the first studies to address the issue of selecting the optimal service agent based on hospitality brand image. More importantly, it introduces the concept of a cool hospitality brand image as a boundary condition in the framework of AI research, providing novel insights into consumers’ ambivalent responses to AI observed in previous studies.

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When cool hospitality brand meets AI: exploring the matching effect of service agents and brand images on brand attitude10.1108/IJCHM-04-2023-0516International Journal of Contemporary Hospitality Management2023-10-13© 2023 Emerald Publishing LimitedYun LiuXingyuan WangHeyu QinInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-1310.1108/IJCHM-04-2023-0516https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0516/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
How do illegitimate tasks affect hospitality employees’ adaptive performance? An explanation from the perspective of cognitive-affective system theory of personalityhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0538/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestGuided by the cognitive-affective system theory of personality (CAPS), this study aims to investigate the parallel mediating effects of cognitive and affective cynicism on the relationship between illegitimate tasks and employees’ adaptive performance. It also proposes growth need strength as a moderating variable for relationships between illegitimate tasks and employees’ adaptive performance. Using a time-lagged design, data were gathered from 330 frontline hotel employees in China. The authors found that the presence of illegitimate tasks is negatively associated with employees’ adaptive performance, this relationship being mediated by cognitive and affective cynicism. Growth need strength weakens the negative impacts of cognitive and affective cynicism on employees’ adaptive performance. In addition, the indirect effect of illegitimate tasks on employees’ adaptive performance via cognitive and affective cynicism is stronger for employees with lower levels of growth need strength. Hotel managers must heed the negative impact of illegitimate tasks. Furthermore, they should underscore the importance of promoting a harmonious and positive organizational culture and atmosphere. Naturally, hotel managers must also establish effective communication with employees, assisting them in fostering a desire for excellence in their work. This study provides valuable insights for the hospitality industry by investigating how illegitimate tasks hold sway over hotel employees’ adaptive performance. The study uses a moderated dual-path model to uncover the mechanisms behind this impact and the influence of boundary conditions, thereby expanding the understanding of the topic.How do illegitimate tasks affect hospitality employees’ adaptive performance? An explanation from the perspective of cognitive-affective system theory of personality
Pengbo Li, Yina Lv, Runna Wang, Tao Chen, Jing Gao, Zixin Huang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Guided by the cognitive-affective system theory of personality (CAPS), this study aims to investigate the parallel mediating effects of cognitive and affective cynicism on the relationship between illegitimate tasks and employees’ adaptive performance. It also proposes growth need strength as a moderating variable for relationships between illegitimate tasks and employees’ adaptive performance.

Using a time-lagged design, data were gathered from 330 frontline hotel employees in China.

The authors found that the presence of illegitimate tasks is negatively associated with employees’ adaptive performance, this relationship being mediated by cognitive and affective cynicism. Growth need strength weakens the negative impacts of cognitive and affective cynicism on employees’ adaptive performance. In addition, the indirect effect of illegitimate tasks on employees’ adaptive performance via cognitive and affective cynicism is stronger for employees with lower levels of growth need strength.

Hotel managers must heed the negative impact of illegitimate tasks. Furthermore, they should underscore the importance of promoting a harmonious and positive organizational culture and atmosphere. Naturally, hotel managers must also establish effective communication with employees, assisting them in fostering a desire for excellence in their work.

This study provides valuable insights for the hospitality industry by investigating how illegitimate tasks hold sway over hotel employees’ adaptive performance. The study uses a moderated dual-path model to uncover the mechanisms behind this impact and the influence of boundary conditions, thereby expanding the understanding of the topic.

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How do illegitimate tasks affect hospitality employees’ adaptive performance? An explanation from the perspective of cognitive-affective system theory of personality10.1108/IJCHM-04-2023-0538International Journal of Contemporary Hospitality Management2023-12-07© 2023 Emerald Publishing LimitedPengbo LiYina LvRunna WangTao ChenJing GaoZixin HuangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-12-0710.1108/IJCHM-04-2023-0538https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0538/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Refugees at home: the role of hospitableness in fostering pro-social attitudes and behaviours towards refugeeshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0546/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the role of hospitableness towards refugees, as embraced by local hosts, in engendering positive social outcomes, including fostering favourable attitudes and empathy towards refugees, satisfaction from hosting refugees in private dwellings and advocacy for hosting them. Rooted in the contact theory and drawing on a hospitality social lens framework, the study uses a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between hospitableness, attitudes and empathy towards refugees, satisfaction from hosting refugees in private dwellings and advocacy for hosting them. A conceptual model is proposed and tested using 160 valid surveys collected from individuals hosting Ukrainian refugees in Slovakia. SEM-PLS is used to test the proposed model. A total of 25 in-depth interviews with Slovakian individuals hosting refugees in private dwellings were also conducted to explain and further explore the initial quantitative results. The findings indicate that hospitableness has a positive effect on attitudes towards refugees, fosters a sense of empathy and results in satisfaction from hosting refugees. Interestingly, while hospitableness per se does not directly affect advocacy for hosting refugees, it does so indirectly via favourable attitudes towards refugees and satisfaction from the hosting experience. While qualitative findings largely support and further explain the quantitative results, interesting insights are also obtained. The study advocates that hospitableness should be addressed through a social lens beyond its traditional commercial boundaries. Several implications for policymakers, NGOs and other stakeholders involved in hosting refugees are proposed. Overall, policies need to be oriented towards harnessing the power of refugee hosting schemes, thus increasing the role of hospitableness in addressing societal challenges such as the refugee crisis. While not new, private hosting of refugees has recently gained momentum following the outbreak of the Ukrainian refugee crisis. In spite of some valuable research delving into hosting experiences from the refugees’ and hosts’ perspectives, this research stream is notably fragmented and largely exploratory. Specifically, there seems to be no comprehensive understanding of how hospitableness towards refugees, as embraced by hosts, can engender positive social outcomes, including fostering favourable attitudes and empathy towards refugees, satisfaction from hosting refugees and advocacy for hosting refugees in private dwellings. Overall, hospitality research is notably biased towards commercial settings, focusing on instrumental benefits rather than societal outcomes. This study focuses on the societal outcomes of hospitableness as a tool to address the refugee crisis.Refugees at home: the role of hospitableness in fostering pro-social attitudes and behaviours towards refugees
Zaid Alrawadieh, Levent Altinay, Nataša Urbančíková, Oto Hudec
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the role of hospitableness towards refugees, as embraced by local hosts, in engendering positive social outcomes, including fostering favourable attitudes and empathy towards refugees, satisfaction from hosting refugees in private dwellings and advocacy for hosting them.

Rooted in the contact theory and drawing on a hospitality social lens framework, the study uses a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between hospitableness, attitudes and empathy towards refugees, satisfaction from hosting refugees in private dwellings and advocacy for hosting them. A conceptual model is proposed and tested using 160 valid surveys collected from individuals hosting Ukrainian refugees in Slovakia. SEM-PLS is used to test the proposed model. A total of 25 in-depth interviews with Slovakian individuals hosting refugees in private dwellings were also conducted to explain and further explore the initial quantitative results.

The findings indicate that hospitableness has a positive effect on attitudes towards refugees, fosters a sense of empathy and results in satisfaction from hosting refugees. Interestingly, while hospitableness per se does not directly affect advocacy for hosting refugees, it does so indirectly via favourable attitudes towards refugees and satisfaction from the hosting experience. While qualitative findings largely support and further explain the quantitative results, interesting insights are also obtained.

The study advocates that hospitableness should be addressed through a social lens beyond its traditional commercial boundaries. Several implications for policymakers, NGOs and other stakeholders involved in hosting refugees are proposed. Overall, policies need to be oriented towards harnessing the power of refugee hosting schemes, thus increasing the role of hospitableness in addressing societal challenges such as the refugee crisis.

While not new, private hosting of refugees has recently gained momentum following the outbreak of the Ukrainian refugee crisis. In spite of some valuable research delving into hosting experiences from the refugees’ and hosts’ perspectives, this research stream is notably fragmented and largely exploratory. Specifically, there seems to be no comprehensive understanding of how hospitableness towards refugees, as embraced by hosts, can engender positive social outcomes, including fostering favourable attitudes and empathy towards refugees, satisfaction from hosting refugees and advocacy for hosting refugees in private dwellings. Overall, hospitality research is notably biased towards commercial settings, focusing on instrumental benefits rather than societal outcomes. This study focuses on the societal outcomes of hospitableness as a tool to address the refugee crisis.

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Refugees at home: the role of hospitableness in fostering pro-social attitudes and behaviours towards refugees10.1108/IJCHM-04-2023-0546International Journal of Contemporary Hospitality Management2023-12-05© 2023 Emerald Publishing LimitedZaid AlrawadiehLevent AltinayNataša UrbančíkováOto HudecInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-12-0510.1108/IJCHM-04-2023-0546https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2023-0546/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Metaverse in hospitality and tourism: a critical reflectionhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0586/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to discuss the current context, scope and impacts of a metaverse in the hospitality and tourism industry. Although existing literature discussed the potentials of the metaverse in this context, the ways the metaverse work is still being defined and accessing a complete metaverse is still not yet possible. This existing knowledge will become increasingly sophisticated and complex as developments in the metaverse continue, eventually contributing to a knowledge gap in knowledge, and its implications in shaping how the future digital environment should take form. This work is based on a critical reflection of the existing developments and applications of the metaverse. Drawing from authors’ experiences, and synthesis of existing works and narratives, this work discusses the applications of the metaverse, critical factors for considerations and applications of the metaverse and proposes the way forward for potential users. The metaverse provides new opportunities for the hospitality and tourism industry but the impact of the technology may not be felt immediately. The real challenge lies in developing a responsible digital environment for users and suppliers. Although the aspects to be considered are many, a lack of preparedness is a great obstacle. This paper provides a comprehensive evaluation of how the metaverse can be applied in the hospitality and tourism sector aiming to provide diverse stakeholders insights into the associated opportunities and pitfalls. To the best of the authors’ knowledge, this paper is among the first attempts to critically reflect on the possibilities of the metaverse, and contributes to the discussion on the attributes of the metaverse for tourism and hospitality (e.g. SSIs, decentralization) and includes discussion on special needs users, sustainable usage and climate change, and presents several agendas for further actions.Metaverse in hospitality and tourism: a critical reflection
Lai-Wan Wong, Garry Wei-Han Tan, Keng-Boon Ooi, Yogesh K. Dwivedi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to discuss the current context, scope and impacts of a metaverse in the hospitality and tourism industry. Although existing literature discussed the potentials of the metaverse in this context, the ways the metaverse work is still being defined and accessing a complete metaverse is still not yet possible. This existing knowledge will become increasingly sophisticated and complex as developments in the metaverse continue, eventually contributing to a knowledge gap in knowledge, and its implications in shaping how the future digital environment should take form.

This work is based on a critical reflection of the existing developments and applications of the metaverse. Drawing from authors’ experiences, and synthesis of existing works and narratives, this work discusses the applications of the metaverse, critical factors for considerations and applications of the metaverse and proposes the way forward for potential users.

The metaverse provides new opportunities for the hospitality and tourism industry but the impact of the technology may not be felt immediately. The real challenge lies in developing a responsible digital environment for users and suppliers. Although the aspects to be considered are many, a lack of preparedness is a great obstacle.

This paper provides a comprehensive evaluation of how the metaverse can be applied in the hospitality and tourism sector aiming to provide diverse stakeholders insights into the associated opportunities and pitfalls.

To the best of the authors’ knowledge, this paper is among the first attempts to critically reflect on the possibilities of the metaverse, and contributes to the discussion on the attributes of the metaverse for tourism and hospitality (e.g. SSIs, decentralization) and includes discussion on special needs users, sustainable usage and climate change, and presents several agendas for further actions.

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Metaverse in hospitality and tourism: a critical reflection10.1108/IJCHM-05-2023-0586International Journal of Contemporary Hospitality Management2023-09-27© 2023 Emerald Publishing LimitedLai-Wan WongGarry Wei-Han TanKeng-Boon OoiYogesh K. DwivediInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-09-2710.1108/IJCHM-05-2023-0586https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0586/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Revisiting internal consistency in hospitality research: toward a more comprehensive assessment of scale qualityhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0624/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to revisit the measures of internal consistency for multi-item scales in hospitality research and compare the performance of Cronbach’s α, omega total (ωTotal), omega hierarchical (ωH), Revelle’s omega total (ωRT), Minimum Rank Factor Analysis (GLBfa) and GLB algebraic (GLBa). A Monte Carlo simulation was conducted to compare the performance of the six reliability estimators under different conditions common in hospitality research. Second, this study analyzed a data set to complement the simulation study. Overall, ωTotal was the best-performing estimator across all conditions, whereas ωH performed the poorest. α performed well when factor loadings were high with low variability (high/low) and large sample sizes. Similarly, ωRT, GLBfa and GLBa performed consistently well when loadings were high and less variable as well as the sample size and the number of scale items increased. Of the two GLB estimators, GLBa consistently outperformed GLBfa. This study provides hospitality managers with a better understanding of what reliability is and the various reliability estimators. Using reliable instruments ensures that organizations draw accurate conclusions that help them move closer to realizing their visions. Though popular in other fields, reliability discussions have not yet received substantial attention in hospitality. This study raises these discussions in the context of hospitality research to promote better practices for assessing the reliability of scales used within the hospitality domain.Revisiting internal consistency in hospitality research: toward a more comprehensive assessment of scale quality
Millicent Njeri, Malak Khader, Faizan Ali, Nathan Discepoli Line
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to revisit the measures of internal consistency for multi-item scales in hospitality research and compare the performance of Cronbach’s α, omega total (ωTotal), omega hierarchical (ωH), Revelle’s omega total (ωRT), Minimum Rank Factor Analysis (GLBfa) and GLB algebraic (GLBa).

A Monte Carlo simulation was conducted to compare the performance of the six reliability estimators under different conditions common in hospitality research. Second, this study analyzed a data set to complement the simulation study.

Overall, ωTotal was the best-performing estimator across all conditions, whereas ωH performed the poorest. α performed well when factor loadings were high with low variability (high/low) and large sample sizes. Similarly, ωRT, GLBfa and GLBa performed consistently well when loadings were high and less variable as well as the sample size and the number of scale items increased. Of the two GLB estimators, GLBa consistently outperformed GLBfa.

This study provides hospitality managers with a better understanding of what reliability is and the various reliability estimators. Using reliable instruments ensures that organizations draw accurate conclusions that help them move closer to realizing their visions.

Though popular in other fields, reliability discussions have not yet received substantial attention in hospitality. This study raises these discussions in the context of hospitality research to promote better practices for assessing the reliability of scales used within the hospitality domain.

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Revisiting internal consistency in hospitality research: toward a more comprehensive assessment of scale quality10.1108/IJCHM-05-2023-0624International Journal of Contemporary Hospitality Management2024-01-10© 2023 Emerald Publishing LimitedMillicent NjeriMalak KhaderFaizan AliNathan Discepoli LineInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1010.1108/IJCHM-05-2023-0624https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0624/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Leveraging strategic leadership for boosting operational resilience in hotels: the role of crisis response strategies and e-readinesshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0650/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study was to examine the impact of strategic leadership (SL) on business operational resilience (OR) in the hotel industry in Egypt, namely, during and after the pandemic. This investigation also aimed to explore the mediating function of crisis response strategies (CRSs) and organisational e-readiness (Oe-R) in this relationship. The researchers conducted a cross-sectional study using a questionnaire as the primary data collection method. Using partial least squares structural equation simulation (PLS-SEM), the study used a comprehensive sample that targets the general managers of all five-star hotels in Egypt. Results indicated that SL has a positive impact on CRSs and Oe-R. Furthermore, the results reveal a positive influence of Oe-R on both CRSs and hotel OR. On the other hand, CRSs do not influence hotel OR. The findings showed that CRSs fully mediate the link between SL and OR. However, CRSs do not serve as a mediator between Oe-R and OR. Furthermore, the findings showed that Oe-R partially mediates the link between SL and both OR and CRSs. The study yields unique and valuable theoretical and practical insights to guide hotel leaders and managers towards adaptive recovery and resilience in turbulent and crisis-ridden environments by demonstrating that the combined mediating function of CRS and Oe-R is more effective in strengthening the relationship between SL and OR. This study represents a pioneering investigation that establishes a correlation between SL and OR, either through direct or indirect means. The research examines the involvement of CRSs and Oe-R as collaborative mediators in this relationship. Previous studies undertaken in the hotel industry and service sector have not investigated this specific element.Leveraging strategic leadership for boosting operational resilience in hotels: the role of crisis response strategies and e-readiness
Karam Mansour Ghazi, Islam Elbayoumi Salem, Hesham Dar, Ahmed Mohamed Elbaz
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study was to examine the impact of strategic leadership (SL) on business operational resilience (OR) in the hotel industry in Egypt, namely, during and after the pandemic. This investigation also aimed to explore the mediating function of crisis response strategies (CRSs) and organisational e-readiness (Oe-R) in this relationship.

The researchers conducted a cross-sectional study using a questionnaire as the primary data collection method. Using partial least squares structural equation simulation (PLS-SEM), the study used a comprehensive sample that targets the general managers of all five-star hotels in Egypt.

Results indicated that SL has a positive impact on CRSs and Oe-R. Furthermore, the results reveal a positive influence of Oe-R on both CRSs and hotel OR. On the other hand, CRSs do not influence hotel OR. The findings showed that CRSs fully mediate the link between SL and OR. However, CRSs do not serve as a mediator between Oe-R and OR. Furthermore, the findings showed that Oe-R partially mediates the link between SL and both OR and CRSs.

The study yields unique and valuable theoretical and practical insights to guide hotel leaders and managers towards adaptive recovery and resilience in turbulent and crisis-ridden environments by demonstrating that the combined mediating function of CRS and Oe-R is more effective in strengthening the relationship between SL and OR.

This study represents a pioneering investigation that establishes a correlation between SL and OR, either through direct or indirect means. The research examines the involvement of CRSs and Oe-R as collaborative mediators in this relationship. Previous studies undertaken in the hotel industry and service sector have not investigated this specific element.

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Leveraging strategic leadership for boosting operational resilience in hotels: the role of crisis response strategies and e-readiness10.1108/IJCHM-05-2023-0650International Journal of Contemporary Hospitality Management2024-01-29© 2024 Emerald Publishing LimitedKaram Mansour GhaziIslam Elbayoumi SalemHesham DarAhmed Mohamed ElbazInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-2910.1108/IJCHM-05-2023-0650https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0650/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Point and interval forecasting for wine prices: an approach based on artificial intelligencehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0652/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestWith the rise in wine consumption, accurate wine price forecasts have significantly impacted restaurant and hotel purchasing decisions and inventory management. This study aims to develop a precise and effective wine price point and interval forecasting model. The proposed forecast model uses an improved hybrid kernel extreme learning machine with an attention mechanism and a multi-objective swarm intelligent optimization algorithm to produce more accurate price estimates. To the best of the authors’ knowledge, this is the first attempt at applying artificial intelligence techniques to improve wine price prediction. Additionally, an effective method for predicting price intervals was constructed by leveraging the characteristics of the error distribution. This approach facilitates quantifying the uncertainty of wine price fluctuations, thus rendering decision-making by relevant practitioners more reliable and controllable. The empirical findings indicated that the proposed forecast model provides accurate wine price predictions and reliable uncertainty analysis results. Compared with the benchmark models, the proposed model exhibited superiority in both one-step- and multi-step-ahead forecasts. Meanwhile, the model provides new evidence from artificial intelligence to explain wine prices and understand their driving factors. This study is a pioneering attempt to evaluate the applicability and effectiveness of advanced artificial intelligence techniques in wine price forecasts. The proposed forecast model not only provides useful options for wine price forecasting but also introduces an innovative addition to existing forecasting research methods and literature.Point and interval forecasting for wine prices: an approach based on artificial intelligence
Huiyu Cui, Honggang Guo, Jianzhou Wang, Yong Wang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

With the rise in wine consumption, accurate wine price forecasts have significantly impacted restaurant and hotel purchasing decisions and inventory management. This study aims to develop a precise and effective wine price point and interval forecasting model.

The proposed forecast model uses an improved hybrid kernel extreme learning machine with an attention mechanism and a multi-objective swarm intelligent optimization algorithm to produce more accurate price estimates. To the best of the authors’ knowledge, this is the first attempt at applying artificial intelligence techniques to improve wine price prediction. Additionally, an effective method for predicting price intervals was constructed by leveraging the characteristics of the error distribution. This approach facilitates quantifying the uncertainty of wine price fluctuations, thus rendering decision-making by relevant practitioners more reliable and controllable.

The empirical findings indicated that the proposed forecast model provides accurate wine price predictions and reliable uncertainty analysis results. Compared with the benchmark models, the proposed model exhibited superiority in both one-step- and multi-step-ahead forecasts. Meanwhile, the model provides new evidence from artificial intelligence to explain wine prices and understand their driving factors.

This study is a pioneering attempt to evaluate the applicability and effectiveness of advanced artificial intelligence techniques in wine price forecasts. The proposed forecast model not only provides useful options for wine price forecasting but also introduces an innovative addition to existing forecasting research methods and literature.

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Point and interval forecasting for wine prices: an approach based on artificial intelligence10.1108/IJCHM-05-2023-0652International Journal of Contemporary Hospitality Management2024-02-14© 2024 Emerald Publishing LimitedHuiyu CuiHonggang GuoJianzhou WangYong WangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-1410.1108/IJCHM-05-2023-0652https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0652/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Utilitarian vs hedonic roles of service robots and customer stereotypes: a person–environment fit theory perspectivehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0668/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDrawing on person–environment fit theory, this study aims to investigate how the relationships between service task types (i.e. utilitarian and hedonic service tasks) and perceived authenticity (i.e. service and brand authenticity) differ under different conditions of service providers (human employee vs service robot). This study further examines whether customers’ stereotypes toward service robots (competence vs warmth) moderate the relationship between service types and perceived authenticity. Using a 2 × 2 between-subjects experimental design, Study 1 examines a casual restaurant, whereas Study 2 assesses a theme park restaurant. Analysis of covariance and PROCESS are used to analyze the data. Both studies reveal that human service providers in hedonic services positively affect service and brand authenticity more than robotic employees. Additionally, the robot competence stereotype moderates the relationship between hedonic services, service and brand authenticity, whereas the robot warmth stereotype moderates the relationship between hedonic services and brand authenticity in Study 2. Restaurant managers need to understand which functions and types of service outlets are best suited for service robots in different service contexts. Robot–environment fit should be considered when developers design and managers select robots for their restaurants. This study blazes a new theoretical trail of service robot research to systematically propose customer experiences with different service types by drawing upon person–environment fit theory and examining the moderating role of customers’ stereotypes toward service robots.Utilitarian vs hedonic roles of service robots and customer stereotypes: a person–environment fit theory perspective
Huijun Yang, Yao-Chin Wang, Hanqun Song, Emily Ma
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Drawing on person–environment fit theory, this study aims to investigate how the relationships between service task types (i.e. utilitarian and hedonic service tasks) and perceived authenticity (i.e. service and brand authenticity) differ under different conditions of service providers (human employee vs service robot). This study further examines whether customers’ stereotypes toward service robots (competence vs warmth) moderate the relationship between service types and perceived authenticity.

Using a 2 × 2 between-subjects experimental design, Study 1 examines a casual restaurant, whereas Study 2 assesses a theme park restaurant. Analysis of covariance and PROCESS are used to analyze the data.

Both studies reveal that human service providers in hedonic services positively affect service and brand authenticity more than robotic employees. Additionally, the robot competence stereotype moderates the relationship between hedonic services, service and brand authenticity, whereas the robot warmth stereotype moderates the relationship between hedonic services and brand authenticity in Study 2.

Restaurant managers need to understand which functions and types of service outlets are best suited for service robots in different service contexts. Robot–environment fit should be considered when developers design and managers select robots for their restaurants.

This study blazes a new theoretical trail of service robot research to systematically propose customer experiences with different service types by drawing upon person–environment fit theory and examining the moderating role of customers’ stereotypes toward service robots.

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Utilitarian vs hedonic roles of service robots and customer stereotypes: a person–environment fit theory perspective10.1108/IJCHM-05-2023-0668International Journal of Contemporary Hospitality Management2024-01-23© 2024 Emerald Publishing LimitedHuijun YangYao-Chin WangHanqun SongEmily MaInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-2310.1108/IJCHM-05-2023-0668https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0668/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Do imprinting effects on CEOs affect tourism and hospitality enterprises’ corporate innovation?https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0707/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestBased on imprinting theory and episodic future thinking, this paper aims to study how CEOs’ attributes and experiences inform innovation in tourism and hospitality businesses. It also explores ways to quantify innovation in this sector. The authors quantitatively analysed innovation in tourism and hospitality using extensive data from companies’ annual reports. They further adopted multivariate regression to test how CEOs’ experience affects enterprise innovation. Results demonstrate that CEOs’ academic education and rich work experience can promote corporate innovation. The authors also identified a mediating role of the tone of narrative disclosure in annual reports between CEOs’ academic education and corporate innovation. The imprinting effects of career experience and educational experience appear both independent and interactive. CEOs are more inclined to engage in corporate innovation when influenced by the combined imprinting effects of strategic management training and work experience. Additionally, leaders should consider how communication styles indirectly influence innovation activities. This paper introduces an integrated perspective that blends imprinting theory and episodic future thinking to bridge knowledge gaps regarding the interaction of CEOs’ past experiences. This work enhances understanding of how CEOs’ imprinted experiences, together with their capacity for envisioning future scenarios, can drive corporate innovation.Do imprinting effects on CEOs affect tourism and hospitality enterprises’ corporate innovation?
Yawen Shan, Da Shi, Shi Xu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Based on imprinting theory and episodic future thinking, this paper aims to study how CEOs’ attributes and experiences inform innovation in tourism and hospitality businesses. It also explores ways to quantify innovation in this sector.

The authors quantitatively analysed innovation in tourism and hospitality using extensive data from companies’ annual reports. They further adopted multivariate regression to test how CEOs’ experience affects enterprise innovation.

Results demonstrate that CEOs’ academic education and rich work experience can promote corporate innovation. The authors also identified a mediating role of the tone of narrative disclosure in annual reports between CEOs’ academic education and corporate innovation. The imprinting effects of career experience and educational experience appear both independent and interactive.

CEOs are more inclined to engage in corporate innovation when influenced by the combined imprinting effects of strategic management training and work experience. Additionally, leaders should consider how communication styles indirectly influence innovation activities.

This paper introduces an integrated perspective that blends imprinting theory and episodic future thinking to bridge knowledge gaps regarding the interaction of CEOs’ past experiences. This work enhances understanding of how CEOs’ imprinted experiences, together with their capacity for envisioning future scenarios, can drive corporate innovation.

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Do imprinting effects on CEOs affect tourism and hospitality enterprises’ corporate innovation?10.1108/IJCHM-05-2023-0707International Journal of Contemporary Hospitality Management2024-03-15© 2024 Emerald Publishing LimitedYawen ShanDa ShiShi XuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-1510.1108/IJCHM-05-2023-0707https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0707/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Virtual reality and perceptions of destination presencehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0744/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the underlying emotional process that explains how context-specific stimuli involved in virtual reality (VR) destinations translate into presence perceptions and behavioral intentions. In total, 403 potential tourists participated in a self-administered online survey after they watched a randomly assigned VR tour. The Lavaan package in R software was used to conduct structural equation analysis and examine the proposed theoretical framework. The results reveal that media content consisting of informativeness, aesthetics and novelty was positively related to users’ sense of presence in a VR tour. The effect of media content on presence was partially mediated by emotional arousal. Managers and VR designers can create an emotive virtual tour that contributes to the user’s sense of presence to promote attraction to the target destination. The VR content needs to be informative, aesthetic and novel, which can excite users during the VR tour, portray virtual destinations clearly and eventually influence potential tourists’ visit intentions. Research on the emotional mechanism to generate presence is still in its infancy. This study integrates presence theory into a conceptual framework to explore how media content influences presence and decision-making through the emotional mechanism.Virtual reality and perceptions of destination presence
Hongxiao Yu, Haemoon Oh, Kuo-Ching Wang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the underlying emotional process that explains how context-specific stimuli involved in virtual reality (VR) destinations translate into presence perceptions and behavioral intentions.

In total, 403 potential tourists participated in a self-administered online survey after they watched a randomly assigned VR tour. The Lavaan package in R software was used to conduct structural equation analysis and examine the proposed theoretical framework.

The results reveal that media content consisting of informativeness, aesthetics and novelty was positively related to users’ sense of presence in a VR tour. The effect of media content on presence was partially mediated by emotional arousal.

Managers and VR designers can create an emotive virtual tour that contributes to the user’s sense of presence to promote attraction to the target destination. The VR content needs to be informative, aesthetic and novel, which can excite users during the VR tour, portray virtual destinations clearly and eventually influence potential tourists’ visit intentions.

Research on the emotional mechanism to generate presence is still in its infancy. This study integrates presence theory into a conceptual framework to explore how media content influences presence and decision-making through the emotional mechanism.

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Virtual reality and perceptions of destination presence10.1108/IJCHM-05-2023-0744International Journal of Contemporary Hospitality Management2024-03-25© 2024 Emerald Publishing LimitedHongxiao YuHaemoon OhKuo-Ching WangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-2510.1108/IJCHM-05-2023-0744https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2023-0744/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Blockchain=better food? The adoption of blockchain technology in food supply chainhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0752/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate the integration of blockchain technology into the food supply chain within the restaurant industry. It focuses on how blockchain can be applied to enhance transparency and trust in tracking food sources, ultimately impacting customer satisfaction. A service design workshop (Study 1) and three between-subjects experiments (Studies 2–4) were conducted. Results indicate that blockchain adoption significantly improves traceability and trust in the food supply chain. This improvement in turn enhances customer satisfaction through perceived improvements in food safety, quality and naturalness. This study also notes that the effects of blockchain technology vary depending on the type of restaurant (casual or fine dining) and its location (tourist destinations or residential areas). The findings offer practical insights for restaurant owners, technology developers and policymakers. Emphasizing the benefits of blockchain adoption, this study guides decision-making regarding technology investments for enhancing customer service and satisfaction in the hospitality sector. This research contributes novel insights to the field of technology innovation in the hospitality industry. It extends the understanding of signaling theory by exploring how blockchain technology can serve as a tool for signal transmission in restaurant food supply chains.Blockchain=better food? The adoption of blockchain technology in food supply chain
Fei Hao, Yueming Guo, Chen Zhang, Kaye Kye Sung Kye-Sung Chon
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate the integration of blockchain technology into the food supply chain within the restaurant industry. It focuses on how blockchain can be applied to enhance transparency and trust in tracking food sources, ultimately impacting customer satisfaction.

A service design workshop (Study 1) and three between-subjects experiments (Studies 2–4) were conducted.

Results indicate that blockchain adoption significantly improves traceability and trust in the food supply chain. This improvement in turn enhances customer satisfaction through perceived improvements in food safety, quality and naturalness. This study also notes that the effects of blockchain technology vary depending on the type of restaurant (casual or fine dining) and its location (tourist destinations or residential areas).

The findings offer practical insights for restaurant owners, technology developers and policymakers. Emphasizing the benefits of blockchain adoption, this study guides decision-making regarding technology investments for enhancing customer service and satisfaction in the hospitality sector.

This research contributes novel insights to the field of technology innovation in the hospitality industry. It extends the understanding of signaling theory by exploring how blockchain technology can serve as a tool for signal transmission in restaurant food supply chains.

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Blockchain=better food? The adoption of blockchain technology in food supply chain10.1108/IJCHM-06-2023-0752International Journal of Contemporary Hospitality Management2024-02-09© 2024 Emerald Publishing LimitedFei HaoYueming GuoChen ZhangKaye Kye Sung Kye-Sung ChonInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-0910.1108/IJCHM-06-2023-0752https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0752/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Symmetrical and asymmetrical analysis of the complex relationship between perceived environmental uncertainty and creative performance: exploring a competency formulahttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0776/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn a dynamic and complex environment, employees’ creative performance (CP) can be essential in developing a distinguished and competitive strategy for an organization. Using the lens of competency management, this study aims to examine how employees perceived environmental uncertainty (PEU) and competency formula relate to employee CP, with a focus on the hospitality industry. The data was collected from employees in the hospitality sector. Both symmetrical (PLS-SEM) and asymmetrical (fuzzy-set qualitative comparative analysis [fsQCA]) tests were performed to gain in-depth knowledge of how individual, organizational and environmental factors can be configured to explain employees’ CP. The symmetrical analysis shows that the competency formula mediates the negative impacts of PEU on two dimensions of creativity – that is, novelty and utility. The fsQCA testing generated contrasting findings and revealed that uncertainty, along with the formula elements, is a unique antecedent condition and opportunity for employees’ CP. The inconsistent findings indicate asymmetrical and complex relationships between the proposed antecedents and outcomes in the case of employee creativity. A combination of symmetrical and asymmetrical approaches is necessary to uncover the complex relationships among employees, organizations and the environment. This study shows that organizational agility, competency strategies and comprehensive strategic management processes can be configured to explain positive outcomes for organizations during uncertain circumstances. The findings can be used by human resource practitioners to maximize employee creativity and enhance organizational performance. To the best of the authors’ knowledge, this study is the first to use symmetrical and asymmetrical testing to address the inadequacy of explaining employee CP in complex and uncertain environments, and highlight the crucial role of the competency formula in enhancing novelty and utility dimensions of CP. This research examines the impact of various internal and external factors (i.e. individual, organizational and contextual) on employee creativity within the hospitality industry.Symmetrical and asymmetrical analysis of the complex relationship between perceived environmental uncertainty and creative performance: exploring a competency formula
Mahlagha Darvishmotevali, Catherine Prentice, Levent Altinay
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

In a dynamic and complex environment, employees’ creative performance (CP) can be essential in developing a distinguished and competitive strategy for an organization. Using the lens of competency management, this study aims to examine how employees perceived environmental uncertainty (PEU) and competency formula relate to employee CP, with a focus on the hospitality industry.

The data was collected from employees in the hospitality sector. Both symmetrical (PLS-SEM) and asymmetrical (fuzzy-set qualitative comparative analysis [fsQCA]) tests were performed to gain in-depth knowledge of how individual, organizational and environmental factors can be configured to explain employees’ CP.

The symmetrical analysis shows that the competency formula mediates the negative impacts of PEU on two dimensions of creativity – that is, novelty and utility. The fsQCA testing generated contrasting findings and revealed that uncertainty, along with the formula elements, is a unique antecedent condition and opportunity for employees’ CP. The inconsistent findings indicate asymmetrical and complex relationships between the proposed antecedents and outcomes in the case of employee creativity.

A combination of symmetrical and asymmetrical approaches is necessary to uncover the complex relationships among employees, organizations and the environment. This study shows that organizational agility, competency strategies and comprehensive strategic management processes can be configured to explain positive outcomes for organizations during uncertain circumstances. The findings can be used by human resource practitioners to maximize employee creativity and enhance organizational performance.

To the best of the authors’ knowledge, this study is the first to use symmetrical and asymmetrical testing to address the inadequacy of explaining employee CP in complex and uncertain environments, and highlight the crucial role of the competency formula in enhancing novelty and utility dimensions of CP. This research examines the impact of various internal and external factors (i.e. individual, organizational and contextual) on employee creativity within the hospitality industry.

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Symmetrical and asymmetrical analysis of the complex relationship between perceived environmental uncertainty and creative performance: exploring a competency formula10.1108/IJCHM-06-2023-0776International Journal of Contemporary Hospitality Management2024-02-16© 2024 Emerald Publishing LimitedMahlagha DarvishmotevaliCatherine PrenticeLevent AltinayInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-1610.1108/IJCHM-06-2023-0776https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0776/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The changing role of hotel attributes in destination competitiveness throughout a crisishttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0779/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestBy conducting a longitudinal study, this study aims to investigate how the role of hotel attributes in destination competitiveness changed through the stages of pre-, amid and recovery from the crisis. First, the latent Dirichlet allocation method was used to identify hotel attributes from 15,137 online reviews, and then a sentiment analysis was performed to determine tourist satisfaction with the subject attributes. Second, separate asymmetric impact competitor analyses were conducted for the three stages of the crisis, and their results were compared with understand how the role of the hotel attributes changed throughout the crisis. The results revealed that the impacts of hotel attributes on tourist satisfaction and destination competitiveness differed significantly at each stage of the crisis. This research expands the existing literature by offering valuable insights by elucidating the changing characteristics of hotel attributes at each crisis stage. The results extend the body of knowledge in destination management by providing evidence on the validity of asymmetric impact competitor analysis. To fully understand the impact of a crisis (e.g. COVID-19) on destination competitiveness with a focus on the hotel sector, this research conducted a longitudinal study that covers three stages of the crisis (i.e. pre-, amid and post-crisis). Moreover, unlike previous studies, this research considers the asymmetric relationships between service attributes and overall tourist satisfaction, as well as competitors’ information.The changing role of hotel attributes in destination competitiveness throughout a crisis
Tahir Albayrak, Aslıhan Dursun-Cengizci, Lawrence Hoc Nang Fong, Meltem Caber
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

By conducting a longitudinal study, this study aims to investigate how the role of hotel attributes in destination competitiveness changed through the stages of pre-, amid and recovery from the crisis.

First, the latent Dirichlet allocation method was used to identify hotel attributes from 15,137 online reviews, and then a sentiment analysis was performed to determine tourist satisfaction with the subject attributes. Second, separate asymmetric impact competitor analyses were conducted for the three stages of the crisis, and their results were compared with understand how the role of the hotel attributes changed throughout the crisis.

The results revealed that the impacts of hotel attributes on tourist satisfaction and destination competitiveness differed significantly at each stage of the crisis.

This research expands the existing literature by offering valuable insights by elucidating the changing characteristics of hotel attributes at each crisis stage. The results extend the body of knowledge in destination management by providing evidence on the validity of asymmetric impact competitor analysis.

To fully understand the impact of a crisis (e.g. COVID-19) on destination competitiveness with a focus on the hotel sector, this research conducted a longitudinal study that covers three stages of the crisis (i.e. pre-, amid and post-crisis). Moreover, unlike previous studies, this research considers the asymmetric relationships between service attributes and overall tourist satisfaction, as well as competitors’ information.

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The changing role of hotel attributes in destination competitiveness throughout a crisis10.1108/IJCHM-06-2023-0779International Journal of Contemporary Hospitality Management2024-01-18© 2024 Emerald Publishing LimitedTahir AlbayrakAslıhan Dursun-CengizciLawrence Hoc Nang FongMeltem CaberInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1810.1108/IJCHM-06-2023-0779https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0779/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Intraindividual variability and stability in rumination: examining the effect of rumination on negative affect across domainshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0783/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to investigate the influence of employees’ trait rumination on the variability of their state rumination and the continuing influence on their negative affect at home. A time-lagged experience sampling method was used for the data collection from full-time employees in the hotel industry. The hypotheses were tested with multilevel modeling using a random coefficient modeling approach. Hotel employees who are high in trait rumination generally show high levels of state rumination and greater within-person variability in state rumination over time. Additionally, the negative effects of workplace state rumination can last until employees come home and the next day before going to work. Furthermore, employees who are high in trait rumination are more likely to be influenced by state rumination, as they experience more negative affect after arriving home. Rumination has been shown to decrease hotel employee overall well-being. The findings of this study provide suggestions for remedial measures that can be taken by hotel organizations to help employees address ruminative thinking. Drawing on response styles and work/family border theories, this study contributes to the rumination literature by considering both trait rumination and state rumination in a broader context. For a comprehensive understanding of the dynamic temporal characteristics of state rumination, this study considers the net intraindividual variability of state rumination as the outcome of trait rumination.Intraindividual variability and stability in rumination: examining the effect of rumination on negative affect across domains
Xiaolin (Crystal) Shi, Xiaoting Huang, Zimeng Guo , Susan Elizabeth Gordon
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to investigate the influence of employees’ trait rumination on the variability of their state rumination and the continuing influence on their negative affect at home.

A time-lagged experience sampling method was used for the data collection from full-time employees in the hotel industry. The hypotheses were tested with multilevel modeling using a random coefficient modeling approach.

Hotel employees who are high in trait rumination generally show high levels of state rumination and greater within-person variability in state rumination over time. Additionally, the negative effects of workplace state rumination can last until employees come home and the next day before going to work. Furthermore, employees who are high in trait rumination are more likely to be influenced by state rumination, as they experience more negative affect after arriving home.

Rumination has been shown to decrease hotel employee overall well-being. The findings of this study provide suggestions for remedial measures that can be taken by hotel organizations to help employees address ruminative thinking.

Drawing on response styles and work/family border theories, this study contributes to the rumination literature by considering both trait rumination and state rumination in a broader context. For a comprehensive understanding of the dynamic temporal characteristics of state rumination, this study considers the net intraindividual variability of state rumination as the outcome of trait rumination.

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Intraindividual variability and stability in rumination: examining the effect of rumination on negative affect across domains10.1108/IJCHM-06-2023-0783International Journal of Contemporary Hospitality Management2024-02-09© 2024 Emerald Publishing LimitedXiaolin (Crystal) ShiXiaoting HuangZimeng Guo Susan Elizabeth GordonInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-0910.1108/IJCHM-06-2023-0783https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0783/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Watching performing arts encourages proenvironmental hotel choices: a moderated mediation modelhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0791/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestProenvironmental hotels and hotels with green initiatives are emerging as a method to address environmental issues and respond to tourists’ environmental concerns. To better understand what can encourage reservations in proenvironmental hotels, this study aims to investigate the connection between the performing arts watching experience and the preference for such a hotel. Five scenario-based experiments were conducted. A total of 1,024 participants for the five studies were recruited with the help of Credamo, a commonly used Chinese data collection platform. The results indicated that viewing performing arts could increase tourists’ preferences for proenvironmental hotels. This phenomenon occurred due to the fact that performing arts watching experience can induce a psychological state of self-transcendence in individuals, which, in turn, can raise their levels of altruism, and ultimately lead to proenvironmental hotel choices. This effect will not occur, however, when people watch performing arts with either an extrinsic motivation or in an analytical state. The findings of this study provide hotel managers with a novel approach to market the proenvironmental attributes of their hotels and to promote tourists’ proenvironmental behaviors. This study proposes performing arts viewing experiences as a novel way to encourage proenvironmental hotel choice. To the best of the authors’ knowledge, this is the first study to explore the impact of the performing arts watching experience on tourist behavior.Watching performing arts encourages proenvironmental hotel choices: a moderated mediation model
Jianan Ma, Fangxuan (Sam) Li
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Proenvironmental hotels and hotels with green initiatives are emerging as a method to address environmental issues and respond to tourists’ environmental concerns. To better understand what can encourage reservations in proenvironmental hotels, this study aims to investigate the connection between the performing arts watching experience and the preference for such a hotel.

Five scenario-based experiments were conducted. A total of 1,024 participants for the five studies were recruited with the help of Credamo, a commonly used Chinese data collection platform.

The results indicated that viewing performing arts could increase tourists’ preferences for proenvironmental hotels. This phenomenon occurred due to the fact that performing arts watching experience can induce a psychological state of self-transcendence in individuals, which, in turn, can raise their levels of altruism, and ultimately lead to proenvironmental hotel choices. This effect will not occur, however, when people watch performing arts with either an extrinsic motivation or in an analytical state.

The findings of this study provide hotel managers with a novel approach to market the proenvironmental attributes of their hotels and to promote tourists’ proenvironmental behaviors.

This study proposes performing arts viewing experiences as a novel way to encourage proenvironmental hotel choice. To the best of the authors’ knowledge, this is the first study to explore the impact of the performing arts watching experience on tourist behavior.

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Watching performing arts encourages proenvironmental hotel choices: a moderated mediation model10.1108/IJCHM-06-2023-0791International Journal of Contemporary Hospitality Management2024-03-28© 2024 Emerald Publishing LimitedJianan MaFangxuan (Sam) LiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-2810.1108/IJCHM-06-2023-0791https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0791/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
From risk to reward: the strategic advantages of diversifying grape varietalshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0801/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to evaluate whether a diversification by grape varieties may help wine producers reduce uncertainty in quantity and quality variations due to increasingly erratic climate conditions. This study hand-collects granular quantity and quality data from wine harvest reports for vintages 2003 to 2017 for the Valais region in Switzerland. The data allows us to obtain detailed data on harvested kilograms/liters and Oechsle/Brix degrees. It is then merged with precise meteorological data over the same sample period. The authors use this data set to capture weather conditions and their impact on harvested quantities and quality. Finally, they build portfolios including different grape varieties to evaluate whether this reduces variations in quality and quantity over vintages. The findings highlight that the weather varies relatively strongly over the sample period and that climate hazards such as hail, frost or ensuing vine diseases effectively occur. These strongly impact the harvested quantities but less the quality of the wine. The authors further show that planting different grape varieties allows for a significant reduction in the variation of harvested quantities over time and thus acts as a good solution against climate risk. The effect of climate change on viticulture is becoming increasingly important and felt and bears real economic and social consequences. This study transposes portfolio diversification which is central to reducing risk in the finance industry, into the wine industry and shows that the same principle holds. The authors thus propose a novel idea on how to mitigate climate risk.From risk to reward: the strategic advantages of diversifying grape varietals
Philippe Masset, Jean-Philippe Weisskopf
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to evaluate whether a diversification by grape varieties may help wine producers reduce uncertainty in quantity and quality variations due to increasingly erratic climate conditions.

This study hand-collects granular quantity and quality data from wine harvest reports for vintages 2003 to 2017 for the Valais region in Switzerland. The data allows us to obtain detailed data on harvested kilograms/liters and Oechsle/Brix degrees. It is then merged with precise meteorological data over the same sample period. The authors use this data set to capture weather conditions and their impact on harvested quantities and quality. Finally, they build portfolios including different grape varieties to evaluate whether this reduces variations in quality and quantity over vintages.

The findings highlight that the weather varies relatively strongly over the sample period and that climate hazards such as hail, frost or ensuing vine diseases effectively occur. These strongly impact the harvested quantities but less the quality of the wine. The authors further show that planting different grape varieties allows for a significant reduction in the variation of harvested quantities over time and thus acts as a good solution against climate risk.

The effect of climate change on viticulture is becoming increasingly important and felt and bears real economic and social consequences. This study transposes portfolio diversification which is central to reducing risk in the finance industry, into the wine industry and shows that the same principle holds. The authors thus propose a novel idea on how to mitigate climate risk.

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From risk to reward: the strategic advantages of diversifying grape varietals10.1108/IJCHM-06-2023-0801International Journal of Contemporary Hospitality Management2024-01-05© 2023 Emerald Publishing LimitedPhilippe MassetJean-Philippe WeisskopfInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-0510.1108/IJCHM-06-2023-0801https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0801/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The trickle-down effect of leader psychological capital on follower creative performance: the mediating roles of job crafting and knowledge sharinghttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0807/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study was to develop and test a research model that explored leader psychological capital (LPsyCap) as a predictor of follower creative performance (FCRP). The model also investigated follower job crafting (FJC) and follower knowledge collecting (FKC) and follower knowledge donating (FKD) behaviors as the multiple mediators of the trickle-down effect of LPsyCap on FCRP in a sequential manner. Data were obtained from hotel employees in Korea. The hypotheses were tested using structural equation modeling with the user-defined estimands function. LPsyCap boosted employees’ FCRP. FJC and FKC behaviors mediated the trickle-down effect of LPsyCap on FCRP in a sequential manner. As predicted, FKC behavior parallelly mediated the effect of FJC on FCRP. Hotel firms should boost a workplace that would encourage employees to redefine and redesign their jobs. To achieve this, the presence of structural (e.g. learning new things in the workplace) and social (e.g. supervisor coaching) job resources and challenging job demands (e.g. willingly taking on additional tasks) would pay dividends. This paper is one of its kind focusing on unexplored parallel and sequential multiple mediation effects that highlight FJC and FKC as the two potential mediators in the association between LPsyCap and FCRP.The trickle-down effect of leader psychological capital on follower creative performance: the mediating roles of job crafting and knowledge sharing
Osman M. Karatepe, Emmanuel Twumasi Ampofo, Taegoo Terry Kim, Seokyoun Oh
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study was to develop and test a research model that explored leader psychological capital (LPsyCap) as a predictor of follower creative performance (FCRP). The model also investigated follower job crafting (FJC) and follower knowledge collecting (FKC) and follower knowledge donating (FKD) behaviors as the multiple mediators of the trickle-down effect of LPsyCap on FCRP in a sequential manner.

Data were obtained from hotel employees in Korea. The hypotheses were tested using structural equation modeling with the user-defined estimands function.

LPsyCap boosted employees’ FCRP. FJC and FKC behaviors mediated the trickle-down effect of LPsyCap on FCRP in a sequential manner. As predicted, FKC behavior parallelly mediated the effect of FJC on FCRP.

Hotel firms should boost a workplace that would encourage employees to redefine and redesign their jobs. To achieve this, the presence of structural (e.g. learning new things in the workplace) and social (e.g. supervisor coaching) job resources and challenging job demands (e.g. willingly taking on additional tasks) would pay dividends.

This paper is one of its kind focusing on unexplored parallel and sequential multiple mediation effects that highlight FJC and FKC as the two potential mediators in the association between LPsyCap and FCRP.

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The trickle-down effect of leader psychological capital on follower creative performance: the mediating roles of job crafting and knowledge sharing10.1108/IJCHM-06-2023-0807International Journal of Contemporary Hospitality Management2024-01-18© 2023 Emerald Publishing LimitedOsman M. KaratepeEmmanuel Twumasi AmpofoTaegoo Terry KimSeokyoun OhInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1810.1108/IJCHM-06-2023-0807https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0807/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Which came first, work-personal conflict or work environment? Extending the generational debate on cohort differences in turnover intentionhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0827/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the sequential effects of work–personal conflict (WPC) and work environment (WE) on turnover intention (TI) with a focus on generational differences in the restaurant context. To test the two-model approach, this study uses a moderated mediation analysis based on developed scenarios for survey questionnaires completion by participants. The results found that WE and personal–work conflict each have a unique sequential effect on TI. However, younger generations perceived external conflicts to affect their personal lives more than older generations. For older generations, external conflict affecting personal life had caused higher intentions to quit their jobs. The study provides the unique contribution of studying the sequential effects of WPC and WE on TI. Furthermore, this study helps to fill the gap of generational research by testing generational perceptions of these relationships.Which came first, work-personal conflict or work environment? Extending the generational debate on cohort differences in turnover intention
Michael Pittman, Sangwon (Sean) Jung, Susan Elizabeth Gordon
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the sequential effects of work–personal conflict (WPC) and work environment (WE) on turnover intention (TI) with a focus on generational differences in the restaurant context.

To test the two-model approach, this study uses a moderated mediation analysis based on developed scenarios for survey questionnaires completion by participants.

The results found that WE and personal–work conflict each have a unique sequential effect on TI. However, younger generations perceived external conflicts to affect their personal lives more than older generations. For older generations, external conflict affecting personal life had caused higher intentions to quit their jobs.

The study provides the unique contribution of studying the sequential effects of WPC and WE on TI. Furthermore, this study helps to fill the gap of generational research by testing generational perceptions of these relationships.

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Which came first, work-personal conflict or work environment? Extending the generational debate on cohort differences in turnover intention10.1108/IJCHM-06-2023-0827International Journal of Contemporary Hospitality Management2024-01-23© 2024 Emerald Publishing LimitedMichael PittmanSangwon (Sean) JungSusan Elizabeth GordonInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-2310.1108/IJCHM-06-2023-0827https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0827/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Smart hotels but not necessarily smart decisions: the smartness paradoxhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0832/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some unintended experiences guests may encounter. In essence, to the best of the authors’ knowledge, this research is the first in the field to acknowledge the paradox of smart service. This inquiry adopts a qualitative approach with data-driven from online customer reviews and semistructured interviews. Thematic analysis was undertaken to interpret review comments. Results point to a new phenomenon, which is coined as the smartness paradox. In particular, customers on one hand enjoy an array of smart-infused experiences that jointly offer patrons a sense of a futuristic lifestyle. On the other hand, smart devices superimpose a number of hindrances that bring guests dismay and annoyance. This investigation brings smart service failure to the fore to highlight several key failure themes that could jeopardize the entire operation with debased customers’ satisfaction and loyalty inclination. The smartness-paradox framework used in the present inquiry entails both approach and avoidance consequences customers enact depending on their smart experiences.Smart hotels but not necessarily smart decisions: the smartness paradox
IpKin Anthony Wong, Ya Xiao, Zhiwei (CJ) Lin, Danni Sun, Jingwen (Daisy) Huang, Matthew Liu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some unintended experiences guests may encounter. In essence, to the best of the authors’ knowledge, this research is the first in the field to acknowledge the paradox of smart service.

This inquiry adopts a qualitative approach with data-driven from online customer reviews and semistructured interviews. Thematic analysis was undertaken to interpret review comments.

Results point to a new phenomenon, which is coined as the smartness paradox. In particular, customers on one hand enjoy an array of smart-infused experiences that jointly offer patrons a sense of a futuristic lifestyle. On the other hand, smart devices superimpose a number of hindrances that bring guests dismay and annoyance.

This investigation brings smart service failure to the fore to highlight several key failure themes that could jeopardize the entire operation with debased customers’ satisfaction and loyalty inclination.

The smartness-paradox framework used in the present inquiry entails both approach and avoidance consequences customers enact depending on their smart experiences.

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Smart hotels but not necessarily smart decisions: the smartness paradox10.1108/IJCHM-06-2023-0832International Journal of Contemporary Hospitality Management2024-02-20© 2024 Emerald Publishing LimitedIpKin Anthony WongYa XiaoZhiwei (CJ) LinDanni SunJingwen (Daisy) HuangMatthew LiuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-2010.1108/IJCHM-06-2023-0832https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0832/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The intention-behaviour gap in sustainable hospitality: a critical literature reviewhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0840/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe intention of consumers to behave sustainably is not a reliable predictor of sustainable hospitality choices. This intention-behaviour gap represents one of the biggest challenges for marketers and environment-friendly businesses. To address this issue, this study aims to draw upon the intention-behaviour gap. The authors revise the sustainable hospitality literature to identify the limitations, to evaluate the extent to which the intention-behaviour gap is embedded in the hospitality literature and to provide practical guidance on how to move research forward in the sustainable hospitality field. The authors adopted a five-step process to review and analyse 71 scientific papers published in 14 Hospitality Journals. The authors developed a descriptive overview of the literature showing the publications in this field over the years, the sustainability practices implemented by companies and consumers and the setting of the studies. Finally, the authors conducted a critical analysis of research in sustainable hospitality adopting the intention-behaviour gap lens. Leveraging the descriptive overview and critical analysis, the authors offer four directions for future research to address the existing literature limitations. The authors encourage scholars to expand the scope of the research setting, investigate diverse sustainability practices, integrate existing knowledge on the intention-behaviour gap into sustainable hospitality research and combine traditional research methods with emerging technologies. This study exposes the theoretical challenge of applying conventional behaviour theories to sustainable hospitality, prompting a call for framework re-evaluation. It offers practical insights, empowering researchers, marketers and policymakers to navigate and mitigate the intention-behaviour gap in sustainable hospitality. The originality of this paper is underscored by its distinctive focus on the unique intention-behaviour gap within sustainable hospitality, coupled with a compelling call to re-evaluate traditional behavioural frameworks. It provides a roadmap for future research in sustainable hospitality, benefiting researchers, policymakers and marketers in promoting sustainable initiatives.The intention-behaviour gap in sustainable hospitality: a critical literature review
Nayla Khan, Diletta Acuti, Linda Lemarie, Giampaolo Viglia
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The intention of consumers to behave sustainably is not a reliable predictor of sustainable hospitality choices. This intention-behaviour gap represents one of the biggest challenges for marketers and environment-friendly businesses. To address this issue, this study aims to draw upon the intention-behaviour gap. The authors revise the sustainable hospitality literature to identify the limitations, to evaluate the extent to which the intention-behaviour gap is embedded in the hospitality literature and to provide practical guidance on how to move research forward in the sustainable hospitality field.

The authors adopted a five-step process to review and analyse 71 scientific papers published in 14 Hospitality Journals. The authors developed a descriptive overview of the literature showing the publications in this field over the years, the sustainability practices implemented by companies and consumers and the setting of the studies. Finally, the authors conducted a critical analysis of research in sustainable hospitality adopting the intention-behaviour gap lens.

Leveraging the descriptive overview and critical analysis, the authors offer four directions for future research to address the existing literature limitations. The authors encourage scholars to expand the scope of the research setting, investigate diverse sustainability practices, integrate existing knowledge on the intention-behaviour gap into sustainable hospitality research and combine traditional research methods with emerging technologies.

This study exposes the theoretical challenge of applying conventional behaviour theories to sustainable hospitality, prompting a call for framework re-evaluation. It offers practical insights, empowering researchers, marketers and policymakers to navigate and mitigate the intention-behaviour gap in sustainable hospitality.

The originality of this paper is underscored by its distinctive focus on the unique intention-behaviour gap within sustainable hospitality, coupled with a compelling call to re-evaluate traditional behavioural frameworks. It provides a roadmap for future research in sustainable hospitality, benefiting researchers, policymakers and marketers in promoting sustainable initiatives.

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The intention-behaviour gap in sustainable hospitality: a critical literature review10.1108/IJCHM-06-2023-0840International Journal of Contemporary Hospitality Management2024-01-15© 2024 Emerald Publishing LimitedNayla KhanDiletta AcutiLinda LemarieGiampaolo VigliaInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1510.1108/IJCHM-06-2023-0840https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0840/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
How service robots’ human-like appearance impacts consumer trust: a study across diverse cultures and service settingshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0845/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to compares the effects of different human-like appearances (low vs. medium vs. high) of service robots (SRs) on consumer trust in service robots (CTSR), examines the mediating role of perceived warmth (WA) and perceived competence (CO) and demonstrates the moderating role of culture and service setting. The research design includes three scenario-based experiments (Chinese hotel setting, American hotel setting, Chinese hospital setting). Study 1 found SR’s human-like appearance can arouse perceived anthropomorphism (PA), which positively affects CTSR through parallel mediators (WA and CO). Study 2 revealed consumers from Chinese (vs. American) culture had higher CTSR. Study 3 showed consumers had higher WA and CO for SRs in the credence (vs. experience) service setting. The authors also had an exploratory analysis of the uncanny valley phenomenon. The findings have practical implications for promoting the diffusion of SRs in the hospitality industry. Managers can increase CTSR by augmenting the anthropomorphic design of SRs; however, they must consider the differences in this effect across all service recipients (consumers from different cultures) and service settings. The authors introduce WA and CO as mediators between PA and CTSR and set the culture and service setting as moderators.How service robots’ human-like appearance impacts consumer trust: a study across diverse cultures and service settings
Yi Li, Xinyu Zhou, Xia Jiang, Fan Fan, Bo Song
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to compares the effects of different human-like appearances (low vs. medium vs. high) of service robots (SRs) on consumer trust in service robots (CTSR), examines the mediating role of perceived warmth (WA) and perceived competence (CO) and demonstrates the moderating role of culture and service setting.

The research design includes three scenario-based experiments (Chinese hotel setting, American hotel setting, Chinese hospital setting).

Study 1 found SR’s human-like appearance can arouse perceived anthropomorphism (PA), which positively affects CTSR through parallel mediators (WA and CO). Study 2 revealed consumers from Chinese (vs. American) culture had higher CTSR. Study 3 showed consumers had higher WA and CO for SRs in the credence (vs. experience) service setting. The authors also had an exploratory analysis of the uncanny valley phenomenon.

The findings have practical implications for promoting the diffusion of SRs in the hospitality industry. Managers can increase CTSR by augmenting the anthropomorphic design of SRs; however, they must consider the differences in this effect across all service recipients (consumers from different cultures) and service settings.

The authors introduce WA and CO as mediators between PA and CTSR and set the culture and service setting as moderators.

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How service robots’ human-like appearance impacts consumer trust: a study across diverse cultures and service settings10.1108/IJCHM-06-2023-0845International Journal of Contemporary Hospitality Management2024-01-18© 2023 Emerald Publishing LimitedYi LiXinyu ZhouXia JiangFan FanBo SongInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1810.1108/IJCHM-06-2023-0845https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0845/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Privacy in hospitality: managing biometric and biographic data with immersive technologyhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0861/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate the implications, risks and challenges of data privacy due to the use of immersive technology in the hospitality industry. The authors adopt a mixed-method approach. Study 1 is a focus group. The authors then provide external and ecological validity with a field experiment conducted with 139 hotel clients at a three-star continental European hotel. Collecting biometric data results in unbalanced privacy compared to biographic data, as it diminishes individuals’ control over their data and grants organizations absolute power. This unbalanced privacy directly influences consumers’ willingness to disclose information, affecting their choice of hotels and access to services. Hotels should redesign their strategies to accommodate heightened privacy risks with biometric data. This can be obtained by introducing systems that foster customer confidence in data usage and facilitate customers’ willingness to disclose biometrics through immersive technology or biographic data. This study introduces unbalanced privacy as a unique state due to sharing biometric data. The authors propose a novel doctrine, the uncontrollable privacy paradox, which is a shift from the privacy paradox. The uncontrollable privacy paradox addresses the unbalanced privacy envisaged through consumer powerlessness in data management. This research addresses the literature gap on the privacy paradox by offering a broader perspective, including business, industry and mixed reality considerations.Privacy in hospitality: managing biometric and biographic data with immersive technology
Gajendra Liyanaarachchi, Giampaolo Viglia, Fidan Kurtaliqi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate the implications, risks and challenges of data privacy due to the use of immersive technology in the hospitality industry.

The authors adopt a mixed-method approach. Study 1 is a focus group. The authors then provide external and ecological validity with a field experiment conducted with 139 hotel clients at a three-star continental European hotel.

Collecting biometric data results in unbalanced privacy compared to biographic data, as it diminishes individuals’ control over their data and grants organizations absolute power. This unbalanced privacy directly influences consumers’ willingness to disclose information, affecting their choice of hotels and access to services.

Hotels should redesign their strategies to accommodate heightened privacy risks with biometric data. This can be obtained by introducing systems that foster customer confidence in data usage and facilitate customers’ willingness to disclose biometrics through immersive technology or biographic data.

This study introduces unbalanced privacy as a unique state due to sharing biometric data. The authors propose a novel doctrine, the uncontrollable privacy paradox, which is a shift from the privacy paradox. The uncontrollable privacy paradox addresses the unbalanced privacy envisaged through consumer powerlessness in data management. This research addresses the literature gap on the privacy paradox by offering a broader perspective, including business, industry and mixed reality considerations.

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Privacy in hospitality: managing biometric and biographic data with immersive technology10.1108/IJCHM-06-2023-0861International Journal of Contemporary Hospitality Management2023-09-26© 2023 Emerald Publishing LimitedGajendra LiyanaarachchiGiampaolo VigliaFidan KurtaliqiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-09-2610.1108/IJCHM-06-2023-0861https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0861/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Beyond boundaries: exploring the Metaverse in tourismhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0900/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate the engagement gap between Metaverse and in-person travel, the influence of Metaverse tourism on tourists and the industry and the challenges and responses associated with Metaverse technology. The study presents practical cases and highlights the implications of this research for practice, society and future research. This study uses a literature review to explore concerns about Metaverse technology in tourism. It analyzes the difference between in-person travel and Metaverse tourism, the impact on tourists and the industry and challenges and responses to Metaverse. The review shows a rising trend in Metaverse tourism research. These findings suggest differences between Metaverse tourism and in-person travel. By providing personalized travel options, social interaction, immersive experiences and soliciting visitor feedback, it is possible to enhance the tourist experience. Additionally, the study highlights the opportunities and challenges that Metaverse tourism presents to the tourism industry. The study provides practical cases in the tourism industry and implications for practice, society and future research. The study’s implications for Metaverse tourism are practical, societal and future research-related. Metaverse technology can enhance the tourist experience through personalized options, social interaction, immersive experiences and feedback. This inclusivity can promote social equity and cultural exchange. Further research is needed to explore the social effects of Metaverse tourism and its long-term impacts on local communities, economies and the environment. This study contributes by exploring the impact of Metaverse tourism, supporting academic research and practice. It fills a knowledge gap by analyzing the application of Metaverse technology in tourism, providing insights for researchers and practitioners. It offers practical guidance by identifying opportunities and challenges in Metaverse tourism, fostering industry innovation. Additionally, it informs policymakers about the impact of Metaverse tourism on development.Beyond boundaries: exploring the Metaverse in tourism
Zhisheng Chen
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate the engagement gap between Metaverse and in-person travel, the influence of Metaverse tourism on tourists and the industry and the challenges and responses associated with Metaverse technology. The study presents practical cases and highlights the implications of this research for practice, society and future research.

This study uses a literature review to explore concerns about Metaverse technology in tourism. It analyzes the difference between in-person travel and Metaverse tourism, the impact on tourists and the industry and challenges and responses to Metaverse. The review shows a rising trend in Metaverse tourism research.

These findings suggest differences between Metaverse tourism and in-person travel. By providing personalized travel options, social interaction, immersive experiences and soliciting visitor feedback, it is possible to enhance the tourist experience. Additionally, the study highlights the opportunities and challenges that Metaverse tourism presents to the tourism industry. The study provides practical cases in the tourism industry and implications for practice, society and future research.

The study’s implications for Metaverse tourism are practical, societal and future research-related. Metaverse technology can enhance the tourist experience through personalized options, social interaction, immersive experiences and feedback. This inclusivity can promote social equity and cultural exchange. Further research is needed to explore the social effects of Metaverse tourism and its long-term impacts on local communities, economies and the environment.

This study contributes by exploring the impact of Metaverse tourism, supporting academic research and practice. It fills a knowledge gap by analyzing the application of Metaverse technology in tourism, providing insights for researchers and practitioners. It offers practical guidance by identifying opportunities and challenges in Metaverse tourism, fostering industry innovation. Additionally, it informs policymakers about the impact of Metaverse tourism on development.

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Beyond boundaries: exploring the Metaverse in tourism10.1108/IJCHM-06-2023-0900International Journal of Contemporary Hospitality Management2024-03-12© 2024 Emerald Publishing LimitedZhisheng ChenInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-1210.1108/IJCHM-06-2023-0900https://www.emerald.com/insight/content/doi/10.1108/IJCHM-06-2023-0900/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Leadership skills and the glass ceiling in event management: a social role theory approachhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0927/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAlthough event industry employees are predominantly female, there is a critical scarcity of women in leadership roles. Like other industries worldwide, women in the events industry experience several barriers to leadership roles. The unique characteristics of the events industry exacerbate these barriers and have led to more women leaving the company or even the industry. This study aims to investigate the impact of leadership barriers, including the perception of a glass ceiling and the importance of leadership skills in promotion decisions on career satisfaction, work-family conflict and turnover intention of employees in the events industry. Data was collected from members of an international event association, and 427 responses were analyzed using partial least squares structural equation modeling. Findings suggested the perception of a glass ceiling and the importance of leadership skills in promotion can impact career satisfaction, work-family conflict and turnover intention of employees in the events industry. This study extends the scope of research on leadership barriers beyond assessing their causes by analyzing their outcomes in the event industry. To the best of the authors’ knowledge, this study is one of the first in event research and the broader hospitality industry to consider the perceptions of male and female employees regarding leadership barriers by using a foundation of the social role theory.Leadership skills and the glass ceiling in event management: a social role theory approach
Trishna G. Mistry, Jessica Wiitala, Brianna S. Clark
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Although event industry employees are predominantly female, there is a critical scarcity of women in leadership roles. Like other industries worldwide, women in the events industry experience several barriers to leadership roles. The unique characteristics of the events industry exacerbate these barriers and have led to more women leaving the company or even the industry. This study aims to investigate the impact of leadership barriers, including the perception of a glass ceiling and the importance of leadership skills in promotion decisions on career satisfaction, work-family conflict and turnover intention of employees in the events industry.

Data was collected from members of an international event association, and 427 responses were analyzed using partial least squares structural equation modeling.

Findings suggested the perception of a glass ceiling and the importance of leadership skills in promotion can impact career satisfaction, work-family conflict and turnover intention of employees in the events industry.

This study extends the scope of research on leadership barriers beyond assessing their causes by analyzing their outcomes in the event industry. To the best of the authors’ knowledge, this study is one of the first in event research and the broader hospitality industry to consider the perceptions of male and female employees regarding leadership barriers by using a foundation of the social role theory.

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Leadership skills and the glass ceiling in event management: a social role theory approach10.1108/IJCHM-07-2023-0927International Journal of Contemporary Hospitality Management2024-01-25© 2024 Emerald Publishing LimitedTrishna G. MistryJessica WiitalaBrianna S. ClarkInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-2510.1108/IJCHM-07-2023-0927https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0927/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Build trust, they will come: the case of casino high rollers!https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0929/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestUsing the analogy of “If you build it, they will come” from the movie Field of Dreams, this study aims to draw on relational signaling and commitment–trust theories to examine the role of different types of trust (cognitive, affective and relational) in the relationship between relational-encounter quality and customer loyalty to service employees and to the organization in the case of an integrated casino resort. The study confirms that building it (trust), they (customers) will come to the casino exhibited in their loyalty to casino hosts and their affiliated casinos. The study was conducted with very important person (VIP) customers who have a designated VIP host to provide them with personal services at an integrated casino resort in Macau. The questionnaire was distributed to the respondents by VIP hosts using WeChat and Tencent QQ. The study shows that different types of trust (cognitive, affective and relational) play a significant mediation role in the relationship between relational-encounter quality and the customers’ loyalty to the hosts and their affiliated casinos. To the best of the authors’ knowledge, this study is the first to investigate the roles of different types of trust (cognitive, affective and relational) in the relational encounter between casino hosts and VIP customers and provides insights into the link between service employees and their firm through the nurturing of the service encounter with the firm’s key accounts.Build trust, they will come: the case of casino high rollers!
Chunli Ji, Catherine Prentice, Erose Sthapit, Inman Lei
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Using the analogy of “If you build it, they will come” from the movie Field of Dreams, this study aims to draw on relational signaling and commitment–trust theories to examine the role of different types of trust (cognitive, affective and relational) in the relationship between relational-encounter quality and customer loyalty to service employees and to the organization in the case of an integrated casino resort. The study confirms that building it (trust), they (customers) will come to the casino exhibited in their loyalty to casino hosts and their affiliated casinos.

The study was conducted with very important person (VIP) customers who have a designated VIP host to provide them with personal services at an integrated casino resort in Macau. The questionnaire was distributed to the respondents by VIP hosts using WeChat and Tencent QQ.

The study shows that different types of trust (cognitive, affective and relational) play a significant mediation role in the relationship between relational-encounter quality and the customers’ loyalty to the hosts and their affiliated casinos.

To the best of the authors’ knowledge, this study is the first to investigate the roles of different types of trust (cognitive, affective and relational) in the relational encounter between casino hosts and VIP customers and provides insights into the link between service employees and their firm through the nurturing of the service encounter with the firm’s key accounts.

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Build trust, they will come: the case of casino high rollers!10.1108/IJCHM-07-2023-0929International Journal of Contemporary Hospitality Management2024-02-05© 2024 Emerald Publishing LimitedChunli JiCatherine PrenticeErose SthapitInman LeiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-0510.1108/IJCHM-07-2023-0929https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0929/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Coming to terms with a socially unsustainable fine dining business modelhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0948/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study was to examine the global perceptions of social equity in the fine dining business model as a result of the surprise announcement for the 2024 planned closure of the Michelin three-star restaurant, Noma. This study used critical discourse analysis to inductively analyze 91 source documents retrieved through a lexical database search. The analysis yielded five overarching themes and six subthemes. Findings from this study serve as a benchmark in retrospect for capturing a rapidly accelerating global conversation from January to March 2023 around the long-term viability and social sustainability of the fine dining business model. Against the backdrop of labor challenges in the restaurant industry due to the Covid-19 pandemic and its aftermath, the announced closure of Noma precipitated criticism of the stage (unpaid intern) system and the intense pressures of attaining and maintaining Michelin star status. Results from the discourse analysis suggest certification for fine dining restaurants, perhaps through the Michelin Guide, for demonstrating a commitment to social sustainability as a qualifier to achieve a Michelin star. Findings from this research reveal a palpable change in societal tolerance for a more socially sustainable fine dining restaurant business model that advances equitable solutions for its workers while assuring the economic sustainability of restaurants. This study drew upon a foodscape lens to reveal a juxtaposition between well-executed environmentally sustainable initiatives in the fine dining business model and the threats to the social sustainability among its workers.Coming to terms with a socially unsustainable fine dining business model
Cynthia Mejia, Katherine Wilson
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study was to examine the global perceptions of social equity in the fine dining business model as a result of the surprise announcement for the 2024 planned closure of the Michelin three-star restaurant, Noma.

This study used critical discourse analysis to inductively analyze 91 source documents retrieved through a lexical database search. The analysis yielded five overarching themes and six subthemes.

Findings from this study serve as a benchmark in retrospect for capturing a rapidly accelerating global conversation from January to March 2023 around the long-term viability and social sustainability of the fine dining business model.

Against the backdrop of labor challenges in the restaurant industry due to the Covid-19 pandemic and its aftermath, the announced closure of Noma precipitated criticism of the stage (unpaid intern) system and the intense pressures of attaining and maintaining Michelin star status.

Results from the discourse analysis suggest certification for fine dining restaurants, perhaps through the Michelin Guide, for demonstrating a commitment to social sustainability as a qualifier to achieve a Michelin star.

Findings from this research reveal a palpable change in societal tolerance for a more socially sustainable fine dining restaurant business model that advances equitable solutions for its workers while assuring the economic sustainability of restaurants.

This study drew upon a foodscape lens to reveal a juxtaposition between well-executed environmentally sustainable initiatives in the fine dining business model and the threats to the social sustainability among its workers.

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Coming to terms with a socially unsustainable fine dining business model10.1108/IJCHM-07-2023-0948International Journal of Contemporary Hospitality Management2024-02-13© 2024 Emerald Publishing LimitedCynthia MejiaKatherine WilsonInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-1310.1108/IJCHM-07-2023-0948https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0948/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Real in virtual: the influence mechanism of virtual reality on tourists’ perceptions of presence and authenticity in museum tourismhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0957/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAn increasing number of immersive technologies have been adopted in museum tourism in response to shifting consumer habits in the digital era. In contrast, the authenticity experience of museum tourists relies on genuine relics, the environment and activities, which are ancient or traditional. This raises the question of whether tourists can perceive authenticity in immersive technology-based museum tourism. To address this question, this study aims to explore the impact of virtual reality (VR) attributes on tourists’ presence, tourism authenticity and subsequent behavioral intentions in virtual museums. Data were collected via scenario-based surveys of participants who had taken virtual museum tours based on VR. A total of 174 effective questionnaires were collected for exploratory factor analysis via SPSS 25. Afterward, 597 questionnaires were obtained for confirmatory factor analysis and path analysis via Mplus 7.4. A conceptual model of how VR attributes influence presence, authenticity and visit intention was developed. There is a chain intermediary between presence and visit intentions, from original authenticity to interactive authenticity and then to emotional authenticity. Technology readiness and museum familiarity moderate some relationships between VR attributes and presence. The findings can guide museums in improving the use of VR. For example, managers can improve the quality of virtual systems and adopt various interactive forms to enhance tourists’ participation experiences. These research findings contribute to the research area of immersive technology adoption, enhance the understanding of tourism authenticity in the new context of technology application and extend the presence-emotion-intention theory.Real in virtual: the influence mechanism of virtual reality on tourists’ perceptions of presence and authenticity in museum tourism
Minglong Li, Xiaoyang Sun, Yu Zhu, Hailian Qiu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

An increasing number of immersive technologies have been adopted in museum tourism in response to shifting consumer habits in the digital era. In contrast, the authenticity experience of museum tourists relies on genuine relics, the environment and activities, which are ancient or traditional. This raises the question of whether tourists can perceive authenticity in immersive technology-based museum tourism. To address this question, this study aims to explore the impact of virtual reality (VR) attributes on tourists’ presence, tourism authenticity and subsequent behavioral intentions in virtual museums.

Data were collected via scenario-based surveys of participants who had taken virtual museum tours based on VR. A total of 174 effective questionnaires were collected for exploratory factor analysis via SPSS 25. Afterward, 597 questionnaires were obtained for confirmatory factor analysis and path analysis via Mplus 7.4.

A conceptual model of how VR attributes influence presence, authenticity and visit intention was developed. There is a chain intermediary between presence and visit intentions, from original authenticity to interactive authenticity and then to emotional authenticity. Technology readiness and museum familiarity moderate some relationships between VR attributes and presence.

The findings can guide museums in improving the use of VR. For example, managers can improve the quality of virtual systems and adopt various interactive forms to enhance tourists’ participation experiences.

These research findings contribute to the research area of immersive technology adoption, enhance the understanding of tourism authenticity in the new context of technology application and extend the presence-emotion-intention theory.

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Real in virtual: the influence mechanism of virtual reality on tourists’ perceptions of presence and authenticity in museum tourism10.1108/IJCHM-07-2023-0957International Journal of Contemporary Hospitality Management2024-03-26© 2024 Emerald Publishing LimitedMinglong LiXiaoyang SunYu ZhuHailian QiuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-2610.1108/IJCHM-07-2023-0957https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0957/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Spatial structure and influencing factors of an emerging wine tourism network: a case study of the Ningxia wine regionhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0986/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestNetworks linking tourist attractions or organizations are a major focus of tourism research. Despite extensive research on tourism networks, academic research on the spatial structure and formation of wine tourism networks is limited. This study aims to investigate the spatial structure and factors influencing the development of a network among Ningxia wineries, an emerging wine tourism destination in China. This study uses social network analysis to uncover “what” the spatial structure of wine tourism networks looks like. Sixteen in-depth interviews were conducted among key stakeholders to explain the “why” of such structural characteristics. The results show that in an emerging wine tourism destination, popular tourist attractions enjoy high centrality and hold key positions in the wine tourism network. Small wineries exhibit high closeness centrality, and only one winery serves as a network broker. According to the stakeholders, the importance of network actors will increase as their economic and political importance increase, while small wineries that lack differentiation in the network may perish. Local governments can implement the suggested measures for improving network connections, and wineries are advised to find suitable positions to improve the experiences of tourists. This study pioneers the identification of the distinct structure and factors influencing the network of an emerging wine tourism destination, thus enriching the understanding of the interplay and roles of different actors.Spatial structure and influencing factors of an emerging wine tourism network: a case study of the Ningxia wine region
Qiushi Gu, Ben Haobin Ye, Songshan (Sam) Huang, Man Sing Wong, Lei Wang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Networks linking tourist attractions or organizations are a major focus of tourism research. Despite extensive research on tourism networks, academic research on the spatial structure and formation of wine tourism networks is limited. This study aims to investigate the spatial structure and factors influencing the development of a network among Ningxia wineries, an emerging wine tourism destination in China.

This study uses social network analysis to uncover “what” the spatial structure of wine tourism networks looks like. Sixteen in-depth interviews were conducted among key stakeholders to explain the “why” of such structural characteristics.

The results show that in an emerging wine tourism destination, popular tourist attractions enjoy high centrality and hold key positions in the wine tourism network. Small wineries exhibit high closeness centrality, and only one winery serves as a network broker. According to the stakeholders, the importance of network actors will increase as their economic and political importance increase, while small wineries that lack differentiation in the network may perish.

Local governments can implement the suggested measures for improving network connections, and wineries are advised to find suitable positions to improve the experiences of tourists.

This study pioneers the identification of the distinct structure and factors influencing the network of an emerging wine tourism destination, thus enriching the understanding of the interplay and roles of different actors.

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Spatial structure and influencing factors of an emerging wine tourism network: a case study of the Ningxia wine region10.1108/IJCHM-07-2023-0986International Journal of Contemporary Hospitality Management2024-03-08© 2024 Emerald Publishing LimitedQiushi GuBen Haobin YeSongshan (Sam) HuangMan Sing WongLei WangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-0810.1108/IJCHM-07-2023-0986https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-0986/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Wine tourism experiences of Chinese tourists: a tourist-centric perspectivehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1003/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestWine tourism is gaining increasing popularity among Chinese tourists, making it necessary to thoroughly examine tourist behavior. While online reviews posted by wine tourists have been extensively studied from the perspectives of destinations and wineries, the perspective of the tourists themselves has been overlooked. To address this gap, this study aims to identify significant attributes intrinsic to the tourism experiences of Chinese wine tourists by adopting a text-mining approach from a tourist-centric perspective. The authors use topic modeling to extract these attributes, calculate topic intensity to understand tourists’ attention distribution across these attributes and conduct topical sentiment analysis to evaluate tourists’ satisfaction levels with each attribute. The authors perform importance-performance analyses (IPAs) using topic intensity and sentiment scores. Furthermore, the authors conduct semistructured in-depth interviews with Chinese wine tourists to gain insights into the underlying reasons behind the key findings. The study identifies eleven attributes for domestic wine tourists and seven attributes for outbound wine tourists. From the reviews of both domestic and outbound tourists, three common attributes have been identified: “scenic view”, “wine tasting and purchase” and “wine knowledge”. According to the results of the IPAs, there is a pressing need for enhancements in the wine tasting and purchasing experience at domestic wine attractions. Additionally, managers of domestic wine attractions should continue to prioritize the positive aspects of the family trip experience and scenic views. On the other hand, for outbound wine attractions, it is crucial for managers to maintain their efforts in providing opportunities for wine knowledge acquisition, ensuring scenic views and upholding the reputation of wine regions. First, this study breaks new ground by adopting a tourist-centric perspective to extract significant attributes from real wine tourism reviews. Second, the authors conduct a comparative analysis between Chinese wine tourists who travel domestically and those who travel abroad. The third novel aspect of this study is the application of IPA based on textual review data in the context of wine tourism. Fourth, by integrating topic modeling with qualitative interviews, the authors use a mixed-method approach to gain deeper insights into the experiences of Chinese wine tourists.Wine tourism experiences of Chinese tourists: a tourist-centric perspective
Doris Chenguang Wu, Chenyu Cao, Ji Wu, Mingming Hu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Wine tourism is gaining increasing popularity among Chinese tourists, making it necessary to thoroughly examine tourist behavior. While online reviews posted by wine tourists have been extensively studied from the perspectives of destinations and wineries, the perspective of the tourists themselves has been overlooked. To address this gap, this study aims to identify significant attributes intrinsic to the tourism experiences of Chinese wine tourists by adopting a text-mining approach from a tourist-centric perspective.

The authors use topic modeling to extract these attributes, calculate topic intensity to understand tourists’ attention distribution across these attributes and conduct topical sentiment analysis to evaluate tourists’ satisfaction levels with each attribute. The authors perform importance-performance analyses (IPAs) using topic intensity and sentiment scores. Furthermore, the authors conduct semistructured in-depth interviews with Chinese wine tourists to gain insights into the underlying reasons behind the key findings.

The study identifies eleven attributes for domestic wine tourists and seven attributes for outbound wine tourists. From the reviews of both domestic and outbound tourists, three common attributes have been identified: “scenic view”, “wine tasting and purchase” and “wine knowledge”.

According to the results of the IPAs, there is a pressing need for enhancements in the wine tasting and purchasing experience at domestic wine attractions. Additionally, managers of domestic wine attractions should continue to prioritize the positive aspects of the family trip experience and scenic views. On the other hand, for outbound wine attractions, it is crucial for managers to maintain their efforts in providing opportunities for wine knowledge acquisition, ensuring scenic views and upholding the reputation of wine regions.

First, this study breaks new ground by adopting a tourist-centric perspective to extract significant attributes from real wine tourism reviews. Second, the authors conduct a comparative analysis between Chinese wine tourists who travel domestically and those who travel abroad. The third novel aspect of this study is the application of IPA based on textual review data in the context of wine tourism. Fourth, by integrating topic modeling with qualitative interviews, the authors use a mixed-method approach to gain deeper insights into the experiences of Chinese wine tourists.

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Wine tourism experiences of Chinese tourists: a tourist-centric perspective10.1108/IJCHM-07-2023-1003International Journal of Contemporary Hospitality Management2024-03-26© 2024 Emerald Publishing LimitedDoris Chenguang WuChenyu CaoJi WuMingming HuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-2610.1108/IJCHM-07-2023-1003https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1003/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The double-edged effects of visualizing wine style: sweetness scale on wine labelhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1038/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestA visual sweetness scale with an arrow pointing to a specific sweetness level is now required on all labels of AOC Alsace. The sweetness scale makes it easier for consumers to understand what is in the bottle. What is less clear, however, is whether such labeling is always effective. To fill this gap, the current research paper aims to examine the positive and negative effects (double-edged effects) of a visual sweetness scale and identify the boundary condition. Two studies were conducted using a 2 (cue type: scale vs text) by 2 (consumer type: novices vs experienced wine consumers) between-subjects, quasi-experimental design. The double-edged effects are only significant among wine novices. Specifically, though wine novices are more likely to purchase wine with a sweetness scale (vs text) due to perceived diagnosticity (Study 1), they are unwilling to pay more due to low perceived quality (Study 2). The study findings provide practical implications for wine producers, marketers and restaurants regarding when and how to use the sweetness scale on wine labels and wine service. To the best of the authors’ knowledge, this research is the first to reveal the impact of visualizing wine style on wine labels. More importantly, while most previous research demonstrates the positive effects of using visual cues, this research sheds light on its drawbacks and examines the underlying mechanisms.The double-edged effects of visualizing wine style: sweetness scale on wine label
Anqi (Angie) Luo, Donna L. Quadri-Felitti, Anna S. Mattila
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

A visual sweetness scale with an arrow pointing to a specific sweetness level is now required on all labels of AOC Alsace. The sweetness scale makes it easier for consumers to understand what is in the bottle. What is less clear, however, is whether such labeling is always effective. To fill this gap, the current research paper aims to examine the positive and negative effects (double-edged effects) of a visual sweetness scale and identify the boundary condition.

Two studies were conducted using a 2 (cue type: scale vs text) by 2 (consumer type: novices vs experienced wine consumers) between-subjects, quasi-experimental design.

The double-edged effects are only significant among wine novices. Specifically, though wine novices are more likely to purchase wine with a sweetness scale (vs text) due to perceived diagnosticity (Study 1), they are unwilling to pay more due to low perceived quality (Study 2).

The study findings provide practical implications for wine producers, marketers and restaurants regarding when and how to use the sweetness scale on wine labels and wine service.

To the best of the authors’ knowledge, this research is the first to reveal the impact of visualizing wine style on wine labels. More importantly, while most previous research demonstrates the positive effects of using visual cues, this research sheds light on its drawbacks and examines the underlying mechanisms.

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The double-edged effects of visualizing wine style: sweetness scale on wine label10.1108/IJCHM-07-2023-1038International Journal of Contemporary Hospitality Management2024-03-29© 2024 Emerald Publishing LimitedAnqi (Angie) LuoDonna L. Quadri-FelittiAnna S. MattilaInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-2910.1108/IJCHM-07-2023-1038https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1038/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Understanding brand reputation: a case study of Chinese winerieshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1057/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestExploring the determinants of a winery brand reputation (BR) and how those determinants interact is vital for the sustainable development of wineries as well as the growth of the wine industry as a whole. This study aims to test an integrated model to better understand the observed measurement constructs of winery brand reputation, including collective reputation (CR), wine label (WL), expert opinion (EO), social media advertising (SMA) and consumer wine knowledge (CWK). In-depth interviews, an expert panel review and a pilot study were conducted to examine and improve the observed variables. A questionnaire survey was conducted as the main data source for the study. A total of 616 valid questionnaire responses were collected from 102 cities in mainland China and Hong Kong, Macao and Taiwan from December 2021 to April 2022. Structural equation modeling was conducted for the data analysis. This study supported 9 of the 18 proposed theoretical hypotheses. WL, EO and SMA had positive effects on BR. CWK was found to have a moderating effect on the relationship between expert opinions/social media advertising and brand reputation. The results of this study can guide wine practitioners, researchers and administrators in brand development, label regulation and consumer education. To the best of the authors’ knowledge, this is the first attempt to examine the determinants of winery brand reputation among Chinese wine consumers. This study explains the mechanism of winery brand reputation, demonstrating the dynamics and effects of the observed measurement constructs on brand reputation.Understanding brand reputation: a case study of Chinese wineries
Fengxia Shi, Qiushi Gu, Ting Zhou
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Exploring the determinants of a winery brand reputation (BR) and how those determinants interact is vital for the sustainable development of wineries as well as the growth of the wine industry as a whole. This study aims to test an integrated model to better understand the observed measurement constructs of winery brand reputation, including collective reputation (CR), wine label (WL), expert opinion (EO), social media advertising (SMA) and consumer wine knowledge (CWK).

In-depth interviews, an expert panel review and a pilot study were conducted to examine and improve the observed variables. A questionnaire survey was conducted as the main data source for the study. A total of 616 valid questionnaire responses were collected from 102 cities in mainland China and Hong Kong, Macao and Taiwan from December 2021 to April 2022. Structural equation modeling was conducted for the data analysis.

This study supported 9 of the 18 proposed theoretical hypotheses. WL, EO and SMA had positive effects on BR. CWK was found to have a moderating effect on the relationship between expert opinions/social media advertising and brand reputation.

The results of this study can guide wine practitioners, researchers and administrators in brand development, label regulation and consumer education.

To the best of the authors’ knowledge, this is the first attempt to examine the determinants of winery brand reputation among Chinese wine consumers. This study explains the mechanism of winery brand reputation, demonstrating the dynamics and effects of the observed measurement constructs on brand reputation.

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Understanding brand reputation: a case study of Chinese wineries10.1108/IJCHM-07-2023-1057International Journal of Contemporary Hospitality Management2024-01-11© 2023 Emerald Publishing LimitedFengxia ShiQiushi GuTing ZhouInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1110.1108/IJCHM-07-2023-1057https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1057/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Developing a scale is not enough: on the importance of nomological validityhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1078/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper, a critical reflection, is twofold. First, by comprehensively reviewing scale development procedures in hospitality research, a concerning lack of nomological validity testing is demonstrated. Second, the need for nomological validity testing is discussed and both conceptually and empirically reasoned. This research systematically reviews scale development studies in three leading hospitality journals, including Cornell Hospitality Quarterly, International Journal of Contemporary Hospitality Management and International Journal of Hospitality Management over ten years (2012–2021) to analyze the completeness of scale development procedures. Specifically, the authors evaluate whether the reviewed studies engage in testing the nomological and predictive validity of the newly developed measures. The results indicate a concerning gap in the current practices in hospitality research. Specifically, only 33.3% of the examined studies assess nomological validity. These findings collectively underscore the need for improving the comprehensiveness of scale development processes in hospitality research. The study offers important implications for hospitality researchers. The paper provides an extensive discussion on the importance and benefits of testing for nomological validity in scale development studies, contributing to the completeness and consistency of scale development procedures in the hospitality discipline. This research critically assesses prevalent, and widely accepted, scale development procedures in hospitality research. This research empirically demonstrates the neglect of nomological validity issues in scale development practices in hospitality research. Scale development is an essential scientific practice used to create a research instrument in a field of study, improving our understanding of a specific phenomenon and contributing to knowledge creation. Considering the significance of scale development in advancing the field of hospitality research, the validation procedures involved in the scale development processes are of utmost importance and should be thoroughly applied.Developing a scale is not enough: on the importance of nomological validity
Florian Kock, Adiyukh Berbekova, A. George Assaf, Alexander Josiassen
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper, a critical reflection, is twofold. First, by comprehensively reviewing scale development procedures in hospitality research, a concerning lack of nomological validity testing is demonstrated. Second, the need for nomological validity testing is discussed and both conceptually and empirically reasoned.

This research systematically reviews scale development studies in three leading hospitality journals, including Cornell Hospitality Quarterly, International Journal of Contemporary Hospitality Management and International Journal of Hospitality Management over ten years (2012–2021) to analyze the completeness of scale development procedures. Specifically, the authors evaluate whether the reviewed studies engage in testing the nomological and predictive validity of the newly developed measures.

The results indicate a concerning gap in the current practices in hospitality research. Specifically, only 33.3% of the examined studies assess nomological validity. These findings collectively underscore the need for improving the comprehensiveness of scale development processes in hospitality research.

The study offers important implications for hospitality researchers. The paper provides an extensive discussion on the importance and benefits of testing for nomological validity in scale development studies, contributing to the completeness and consistency of scale development procedures in the hospitality discipline.

This research critically assesses prevalent, and widely accepted, scale development procedures in hospitality research. This research empirically demonstrates the neglect of nomological validity issues in scale development practices in hospitality research. Scale development is an essential scientific practice used to create a research instrument in a field of study, improving our understanding of a specific phenomenon and contributing to knowledge creation. Considering the significance of scale development in advancing the field of hospitality research, the validation procedures involved in the scale development processes are of utmost importance and should be thoroughly applied.

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Developing a scale is not enough: on the importance of nomological validity10.1108/IJCHM-07-2023-1078International Journal of Contemporary Hospitality Management2024-02-12© 2024 Emerald Publishing LimitedFlorian KockAdiyukh BerbekovaA. George AssafAlexander JosiassenInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-1210.1108/IJCHM-07-2023-1078https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1078/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The ability of experience design characteristics to elicit epistemic value, hedonic value, and visitor satisfaction in a wine museumhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1081/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestApplying the stimulus-organism-response (S-O-R) theory in a wine museum context, this paper aims to examine how and why experience design characteristics influence visitor satisfaction, particularly investigating the role of epistemic (learning) and hedonic (having fun) values as the underlying mechanisms of this relationship. The authors collected field survey data from 652 visitors at a world-leading wine museum. The authors tested the research model on ten modules of the museum using path analysis and a bootstrap approach; the authors further conducted mediation analyses to test how the design of the museum’s modules influenced perceived value and satisfaction. Content comprehensibility and surprise, as well as interactivity and ease of use, are core design characteristics that drive visitor satisfaction. More significantly, hedonic and epistemic values play a significant mediating role in influencing the relationship between design characteristics and visitor satisfaction. The authors provide clear and actionable recommendations to help managers design museums that provide educational, entertaining and satisfying visitor experiences. To the best of the authors’ knowledge, this is the first study to apply the S-O-R theory in a wine museum context. The significance of this study lies in demonstrating how and why experience design characteristics support the creation of an edutainment visitor experience that drives visitor satisfaction.The ability of experience design characteristics to elicit epistemic value, hedonic value, and visitor satisfaction in a wine museum
Frederic Ponsignon, David Alexandre Jaud, François Durrieu, Renaud Lunardo
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Applying the stimulus-organism-response (S-O-R) theory in a wine museum context, this paper aims to examine how and why experience design characteristics influence visitor satisfaction, particularly investigating the role of epistemic (learning) and hedonic (having fun) values as the underlying mechanisms of this relationship.

The authors collected field survey data from 652 visitors at a world-leading wine museum. The authors tested the research model on ten modules of the museum using path analysis and a bootstrap approach; the authors further conducted mediation analyses to test how the design of the museum’s modules influenced perceived value and satisfaction.

Content comprehensibility and surprise, as well as interactivity and ease of use, are core design characteristics that drive visitor satisfaction. More significantly, hedonic and epistemic values play a significant mediating role in influencing the relationship between design characteristics and visitor satisfaction.

The authors provide clear and actionable recommendations to help managers design museums that provide educational, entertaining and satisfying visitor experiences.

To the best of the authors’ knowledge, this is the first study to apply the S-O-R theory in a wine museum context. The significance of this study lies in demonstrating how and why experience design characteristics support the creation of an edutainment visitor experience that drives visitor satisfaction.

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The ability of experience design characteristics to elicit epistemic value, hedonic value, and visitor satisfaction in a wine museum10.1108/IJCHM-07-2023-1081International Journal of Contemporary Hospitality Management2024-03-01© 2024 Emerald Publishing LimitedFrederic PonsignonDavid Alexandre JaudFrançois DurrieuRenaud LunardoInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-0110.1108/IJCHM-07-2023-1081https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1081/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Identifying capabilities and constraints in utilizing blockchain technology in hospitality and tourismhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1083/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study synthesises the body of research revolving around blockchain technology (BCT) whilst drawing on the technology-organization-environment framework, resource-based theory and theory of constraints, to conceptualize capabilities (enablers) and constraints (barriers) of BCT in the hospitality and tourism (H&T) industry. A systematic literature review of BCT in the hotel and tourism industry has been achieved through two databases, i.e. Scopus and Web of Science. From 544 articles selected between the years 2008 and 2023 (first quarter), a sample of 49 articles was used to structure existing research on this subject. The findings of this systematic literature review of BCT in the H&T literature establish a solid groundwork for assessing the evolution of this research area over time. Findings are classified into two groups: capabilities (enablers) and constraints (barriers) of BCT based on publication year, different research methods, theoretical underpinnings and applicable contexts. To the best of the authors’ knowledge, this is one of the first attempts to synthesize studies related to BCT in H&T research by combining three theoretical approaches. It serves as a foundation to evaluate the development of BCT studies in this field.Identifying capabilities and constraints in utilizing blockchain technology in hospitality and tourism
Fulya Acikgoz, Nikolaos Stylos, Sophie Lythreatis
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study synthesises the body of research revolving around blockchain technology (BCT) whilst drawing on the technology-organization-environment framework, resource-based theory and theory of constraints, to conceptualize capabilities (enablers) and constraints (barriers) of BCT in the hospitality and tourism (H&T) industry.

A systematic literature review of BCT in the hotel and tourism industry has been achieved through two databases, i.e. Scopus and Web of Science. From 544 articles selected between the years 2008 and 2023 (first quarter), a sample of 49 articles was used to structure existing research on this subject.

The findings of this systematic literature review of BCT in the H&T literature establish a solid groundwork for assessing the evolution of this research area over time. Findings are classified into two groups: capabilities (enablers) and constraints (barriers) of BCT based on publication year, different research methods, theoretical underpinnings and applicable contexts.

To the best of the authors’ knowledge, this is one of the first attempts to synthesize studies related to BCT in H&T research by combining three theoretical approaches. It serves as a foundation to evaluate the development of BCT studies in this field.

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Identifying capabilities and constraints in utilizing blockchain technology in hospitality and tourism10.1108/IJCHM-07-2023-1083International Journal of Contemporary Hospitality Management2024-03-07© 2024 Emerald Publishing LimitedFulya AcikgozNikolaos StylosSophie LythreatisInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-0710.1108/IJCHM-07-2023-1083https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1083/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Delineating wine tourism experiences in Ningxia, China: a supply–demand perspectivehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1099/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to examine the relationship between wine tourism experiences (i.e. winescape, winery service quality, winery brand differentiation and tourist motivation) and tourist behavioral intentions (satisfaction, loyalty and revisit intention) from both demand and supply perspectives in Ningxia, China, by using the SERVQUAL model and the self-determination theory. The research comprises two studies with an exploratory sequential mixed-methods approach. Study 1 adopted semi-structured interviews with winery owners and managers to explore the factors related to wine tourism experiences that influence tourists’ tourism experience. The results from the Study 1 leads to Study 2, which used a survey to explore wine tourist experiences and their behavioral intentions This study provided important information regarding the factors that influence wine tourists experience in Ningxia wine region from the perspectives of supply and demands sides. Frist, this study confirmed the various factors influence wine tourism experiences in Ningxia based on the results from Study 1 (supply perspectives). Second, by further investigation in the Study 1, this study integrates the SERVQUAL model and the self-determination theory as fundamental theoretical frameworks in Study 2 to analysis the tourist perspectives. Third, as results, the authors finally confirmed the theoretical frameworks of wine tourism in Ningxia based on dual supply-demand perspectives. The integration of multiple research approaches enriches the research findings and provides a more robust understanding of the wine tourism experiences in Ningxia.Delineating wine tourism experiences in Ningxia, China: a supply–demand perspective
Xiaohai Zhan, Xiaolin (Crystal) Shi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to examine the relationship between wine tourism experiences (i.e. winescape, winery service quality, winery brand differentiation and tourist motivation) and tourist behavioral intentions (satisfaction, loyalty and revisit intention) from both demand and supply perspectives in Ningxia, China, by using the SERVQUAL model and the self-determination theory.

The research comprises two studies with an exploratory sequential mixed-methods approach. Study 1 adopted semi-structured interviews with winery owners and managers to explore the factors related to wine tourism experiences that influence tourists’ tourism experience. The results from the Study 1 leads to Study 2, which used a survey to explore wine tourist experiences and their behavioral intentions

This study provided important information regarding the factors that influence wine tourists experience in Ningxia wine region from the perspectives of supply and demands sides. Frist, this study confirmed the various factors influence wine tourism experiences in Ningxia based on the results from Study 1 (supply perspectives). Second, by further investigation in the Study 1, this study integrates the SERVQUAL model and the self-determination theory as fundamental theoretical frameworks in Study 2 to analysis the tourist perspectives. Third, as results, the authors finally confirmed the theoretical frameworks of wine tourism in Ningxia based on dual supply-demand perspectives.

The integration of multiple research approaches enriches the research findings and provides a more robust understanding of the wine tourism experiences in Ningxia.

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Delineating wine tourism experiences in Ningxia, China: a supply–demand perspective10.1108/IJCHM-07-2023-1099International Journal of Contemporary Hospitality Management2024-01-11© 2024 Emerald Publishing LimitedXiaohai ZhanXiaolin (Crystal) ShiInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1110.1108/IJCHM-07-2023-1099https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1099/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
A comparison of the importance of wine supplier quality attributes for on-premise and off-premise wine retail establishmentshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1104/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestGiven the intensified competitiveness in the wine retail industry, partnering with quality suppliers becomes critical to ensure a steady supply of high-quality products and sustainable business growth. This study aims to explore how wine supplier quality attributes impact wine retail businesses and if such effects differ depending on wine retail types. Data were obtained from wine purchasing managers in Korea. To validate the proposed relationships, structural equation modeling was used. A multigroup analysis was conducted to test distinct roles of on/off-premise wine retail types within this research framework. Results support the significance of supplier quality attributes in shaping the landscape of wine retail businesses. Operational and strategic benefits exhibited a positive effect on both financial performance and suppliers’ relationship satisfaction, thereby improving the intent to continue working with suppliers. This study revealed noteworthy distinctions in the effects of supplier quality attributes on operational and strategic benefits between on-premise and off-premise wine retailers. Findings provide valuable insights to wine suppliers and buyers concerning the establishment of a mutually beneficial long-term interdependent relationship. The approach sheds light on the unique dynamics of wine retail types, contributing to a more comprehensive understanding of the distinct roles of supplier quality attributes on on-premise and off-premise retailers. This study developed an integrative framework, emphasizing the importance of supplier quality attributes in the wine retail industry. This model offers valuable insights into creating favorable buyer–supplier relationships that result in mutual benefits for both wine retailers and suppliers.A comparison of the importance of wine supplier quality attributes for on-premise and off-premise wine retail establishments
Chanwoo Moon, Mark A. Bonn, Meehee Cho
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Given the intensified competitiveness in the wine retail industry, partnering with quality suppliers becomes critical to ensure a steady supply of high-quality products and sustainable business growth. This study aims to explore how wine supplier quality attributes impact wine retail businesses and if such effects differ depending on wine retail types.

Data were obtained from wine purchasing managers in Korea. To validate the proposed relationships, structural equation modeling was used. A multigroup analysis was conducted to test distinct roles of on/off-premise wine retail types within this research framework.

Results support the significance of supplier quality attributes in shaping the landscape of wine retail businesses. Operational and strategic benefits exhibited a positive effect on both financial performance and suppliers’ relationship satisfaction, thereby improving the intent to continue working with suppliers. This study revealed noteworthy distinctions in the effects of supplier quality attributes on operational and strategic benefits between on-premise and off-premise wine retailers.

Findings provide valuable insights to wine suppliers and buyers concerning the establishment of a mutually beneficial long-term interdependent relationship. The approach sheds light on the unique dynamics of wine retail types, contributing to a more comprehensive understanding of the distinct roles of supplier quality attributes on on-premise and off-premise retailers.

This study developed an integrative framework, emphasizing the importance of supplier quality attributes in the wine retail industry. This model offers valuable insights into creating favorable buyer–supplier relationships that result in mutual benefits for both wine retailers and suppliers.

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A comparison of the importance of wine supplier quality attributes for on-premise and off-premise wine retail establishments10.1108/IJCHM-07-2023-1104International Journal of Contemporary Hospitality Management2024-01-01© 2023 Emerald Publishing LimitedChanwoo MoonMark A. BonnMeehee ChoInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-0110.1108/IJCHM-07-2023-1104https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1104/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Festivalization of business events: exploring a new strategy for designing more engaging conference experienceshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1116/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to explore a potential conference experience design strategy, namely, festivalization. It investigates the potential festivalization effects on conference attendees in two formats of business conferences: virtual and in-person. A series of two scenario-based experimental studies were conducted. A series of one-way analysis of covariance and PROCESS procedures (Model 6) were performed for data analysis. The inclusion of festivalization elements significantly enhances positive responses of attendees, especially for in-person conferences. This effect is further explained by a serial mediation effect, where enhanced perceived values and conference engagement play key roles in improving attendees’ conference experience. By incorporating festivalization elements, conference organizers can create a more engaging and satisfying event experience for attendees. This can lead to greater satisfaction, positive word-of-mouth and increased registrations. This study represents a pioneering effort in revealing the underlining mechanisms that explain how festivalization affects attendee engagement and subsequent behaviors in business event management in both face-to-face and virtual settings.Festivalization of business events: exploring a new strategy for designing more engaging conference experiences
Shinyong Jung, Alei Fan, Xinran Lehto, Hhye Won Shin
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to explore a potential conference experience design strategy, namely, festivalization. It investigates the potential festivalization effects on conference attendees in two formats of business conferences: virtual and in-person.

A series of two scenario-based experimental studies were conducted. A series of one-way analysis of covariance and PROCESS procedures (Model 6) were performed for data analysis.

The inclusion of festivalization elements significantly enhances positive responses of attendees, especially for in-person conferences. This effect is further explained by a serial mediation effect, where enhanced perceived values and conference engagement play key roles in improving attendees’ conference experience.

By incorporating festivalization elements, conference organizers can create a more engaging and satisfying event experience for attendees. This can lead to greater satisfaction, positive word-of-mouth and increased registrations.

This study represents a pioneering effort in revealing the underlining mechanisms that explain how festivalization affects attendee engagement and subsequent behaviors in business event management in both face-to-face and virtual settings.

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Festivalization of business events: exploring a new strategy for designing more engaging conference experiences10.1108/IJCHM-07-2023-1116International Journal of Contemporary Hospitality Management2024-02-09© 2024 Emerald Publishing LimitedShinyong JungAlei FanXinran LehtoHhye Won ShinInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-0910.1108/IJCHM-07-2023-1116https://www.emerald.com/insight/content/doi/10.1108/IJCHM-07-2023-1116/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Sustainable consumer choices – critical reflection on hospitality and tourismhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2022-0998/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestStrategies to promote more sustainable consumer choices have been gaining interest among tourism and hospitality scholars. In particular, behavioral economic theories of decision-making have gained popularity in the past decade, led by behavioral interventions (BIs) such as the nudge movement. This paper aims to present a critical reflection on this recent trend, with a specific focus on whether these BI approaches are an adequate tool to contribute to long-term behavioral changes, one crucial aim of the promotion of sustainable consumption. Based on a critical review of recent significant academic works in the field, this paper reflects on how nudge principles are applied in the hospitality and tourism sectors, as well as the usual justifications given for their use. This paper then discusses the potential limitations, both theoretical and practical, of using these short-term focused approaches to decisions that intend to have long-term outcomes and aims. BIs in hospitality and tourism have the potential to create long-term sustainable changes through a more comprehensive view of behavioral factors influencing decisions; however, such approaches would need to be strongly embedded in theoretical arguments that question “how” and “why” behavior change could be sustainable in the long term. This paper proposes a conceptual framework to address these concerns for future research. This critical reflection proposes a comprehensive framework that will help guide stronger theoretically motivated identification, design and empirical testing of BIs and nudges. Industry can eventually benefit from theoretically stronger interventions that provide a balance between the short-term and long-term influence of BIs to attain customer loyalty and eventually greater value for business stakeholders. This reflection paper critically reviews the basis of BIs and recommends a framework to strengthen their theoretical arguments. This reflection focuses on the theoretical critique of BIs and nudges to ensure long-term behavior changes are sustainable. The paper also proposes a comprehensive framework that incorporates well-founded theoretical models to enhance BIs and nudge literature.Sustainable consumer choices – critical reflection on hospitality and tourism
Amit Sharma, Laure Saulais, Yidan Huang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Strategies to promote more sustainable consumer choices have been gaining interest among tourism and hospitality scholars. In particular, behavioral economic theories of decision-making have gained popularity in the past decade, led by behavioral interventions (BIs) such as the nudge movement. This paper aims to present a critical reflection on this recent trend, with a specific focus on whether these BI approaches are an adequate tool to contribute to long-term behavioral changes, one crucial aim of the promotion of sustainable consumption.

Based on a critical review of recent significant academic works in the field, this paper reflects on how nudge principles are applied in the hospitality and tourism sectors, as well as the usual justifications given for their use. This paper then discusses the potential limitations, both theoretical and practical, of using these short-term focused approaches to decisions that intend to have long-term outcomes and aims.

BIs in hospitality and tourism have the potential to create long-term sustainable changes through a more comprehensive view of behavioral factors influencing decisions; however, such approaches would need to be strongly embedded in theoretical arguments that question “how” and “why” behavior change could be sustainable in the long term. This paper proposes a conceptual framework to address these concerns for future research.

This critical reflection proposes a comprehensive framework that will help guide stronger theoretically motivated identification, design and empirical testing of BIs and nudges. Industry can eventually benefit from theoretically stronger interventions that provide a balance between the short-term and long-term influence of BIs to attain customer loyalty and eventually greater value for business stakeholders.

This reflection paper critically reviews the basis of BIs and recommends a framework to strengthen their theoretical arguments. This reflection focuses on the theoretical critique of BIs and nudges to ensure long-term behavior changes are sustainable. The paper also proposes a comprehensive framework that incorporates well-founded theoretical models to enhance BIs and nudge literature.

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Sustainable consumer choices – critical reflection on hospitality and tourism10.1108/IJCHM-08-2022-0998International Journal of Contemporary Hospitality Management2023-08-16© 2023 Emerald Publishing LimitedAmit SharmaLaure SaulaisYidan HuangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-1610.1108/IJCHM-08-2022-0998https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2022-0998/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The evolution of service toward automated customer assistance: there is a differencehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2022-1037/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to explore the distinction between human-delivered service and technology-based, automated customer assistance. This is a conceptual paper. There is no methodology. The concept of service is primarily delivered when a human helps another. When technology is infused into the process and becomes the major component of delivering the aid that is requested, the process is automated customer assistance. Thus, “self-service” is not service. It is automated customer assistance. The definition of service is refined to describe the process of a human helping another person. When technology is used to provide the needed aid, it is no longer a service. Instead, it is automated customer assistance. The implication is that researchers should closely examine how users assess and perceive the two separate approaches to providing the needed aid. The definition of service is refined to describe the process of a human helping another person. When technology is used to provide the needed aid, it is no longer a service. Instead, it is automated customer assistance. Researchers should closely examine how users assess and perceive the two separate approaches. Industry professionals should be mindful of the distinction between the delivery of service, which requires staff, and the provisioning of technology to provide assistance, which requires little to no staff. Intentionality should drive when customers are better helped by a human or by technology. The value provided helps both providers create and users express when human-based service is needed versus assistance provided by technology.The evolution of service toward automated customer assistance: there is a difference
Chris Roberts, Thomas Maier
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this paper is to explore the distinction between human-delivered service and technology-based, automated customer assistance.

This is a conceptual paper. There is no methodology.

The concept of service is primarily delivered when a human helps another. When technology is infused into the process and becomes the major component of delivering the aid that is requested, the process is automated customer assistance. Thus, “self-service” is not service. It is automated customer assistance.

The definition of service is refined to describe the process of a human helping another person. When technology is used to provide the needed aid, it is no longer a service. Instead, it is automated customer assistance. The implication is that researchers should closely examine how users assess and perceive the two separate approaches to providing the needed aid.

The definition of service is refined to describe the process of a human helping another person. When technology is used to provide the needed aid, it is no longer a service. Instead, it is automated customer assistance. Researchers should closely examine how users assess and perceive the two separate approaches. Industry professionals should be mindful of the distinction between the delivery of service, which requires staff, and the provisioning of technology to provide assistance, which requires little to no staff. Intentionality should drive when customers are better helped by a human or by technology.

The value provided helps both providers create and users express when human-based service is needed versus assistance provided by technology.

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The evolution of service toward automated customer assistance: there is a difference10.1108/IJCHM-08-2022-1037International Journal of Contemporary Hospitality Management2023-07-20© 2023 Emerald Publishing LimitedChris RobertsThomas MaierInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-2010.1108/IJCHM-08-2022-1037https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2022-1037/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Does metaverse stimulate tourism prosocial behavior? A mindfulness-driven model with a psychological ownership perspectivehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1130/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThrough a theoretical lens of psychological ownership, this study aims to investigate how technology mindfulness may stimulate metaverse tourism users’ feelings of individual psychological ownership, aesthetic value and conversational value, which in turn fosters intention to engage in prosocial behaviors. The study used a scenario-based survey that allowed U.S.-based participants to create their own avatars and imagine using their avatars to explore heritage sites in the metaverse. Structural equality modeling was applied for data analysis. The results from 357 valid responses indicate that technology mindfulness arouses tourists’ individual psychological ownership, aesthetic value, conversational value and prosocial behavioral intentions. The moderating role of biospheric value orientation on willingness to donate and intention to volunteer is investigated. The research sheds light on the significance of technology mindfulness, conversational value and psychological ownership perspectives in the metaverse, which have been previously overlooked. The authors used a scenario-based survey for mental stimulation due to current metaverse technology limitations. The study is one of the first to explore the possibility of encouraging prosocial behaviors using metaverse-facilitated technology. The research offers guidelines to engage hospitality and tourism customers in the metaverse that can blend their virtual experiences into the real world. This study represents one of the pioneering efforts to gain an in-depth understanding of the application of metaverse in triggering prosocial behavior toward heritage sites, explained via a technology mindfulness-driven model with a psychological ownership perspective.Does metaverse stimulate tourism prosocial behavior? A mindfulness-driven model with a psychological ownership perspective
Ruiying Cai, Yao-Chin Wang, Tingting (Christina) Zhang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Through a theoretical lens of psychological ownership, this study aims to investigate how technology mindfulness may stimulate metaverse tourism users’ feelings of individual psychological ownership, aesthetic value and conversational value, which in turn fosters intention to engage in prosocial behaviors.

The study used a scenario-based survey that allowed U.S.-based participants to create their own avatars and imagine using their avatars to explore heritage sites in the metaverse. Structural equality modeling was applied for data analysis.

The results from 357 valid responses indicate that technology mindfulness arouses tourists’ individual psychological ownership, aesthetic value, conversational value and prosocial behavioral intentions. The moderating role of biospheric value orientation on willingness to donate and intention to volunteer is investigated.

The research sheds light on the significance of technology mindfulness, conversational value and psychological ownership perspectives in the metaverse, which have been previously overlooked. The authors used a scenario-based survey for mental stimulation due to current metaverse technology limitations.

The study is one of the first to explore the possibility of encouraging prosocial behaviors using metaverse-facilitated technology. The research offers guidelines to engage hospitality and tourism customers in the metaverse that can blend their virtual experiences into the real world.

This study represents one of the pioneering efforts to gain an in-depth understanding of the application of metaverse in triggering prosocial behavior toward heritage sites, explained via a technology mindfulness-driven model with a psychological ownership perspective.

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Does metaverse stimulate tourism prosocial behavior? A mindfulness-driven model with a psychological ownership perspective10.1108/IJCHM-08-2023-1130International Journal of Contemporary Hospitality Management2024-02-02© 2024 Emerald Publishing LimitedRuiying CaiYao-Chin WangTingting (Christina) ZhangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-0210.1108/IJCHM-08-2023-1130https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1130/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Adopting the metaverse in the luxury hotel business: a cost–benefit perspectivehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1265/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the perceived values of the metaverse when adopting it in the luxury hospitality business. Based on the cost–benefit perspective, this research provides solid theoretical contributions and actionable managerial recommendations. An exploratory sequential mixed-method design was used. For the qualitative phase, 21 hotel managers and 24 hotel guests (who often stay in four-star and five-star hotels and resorts) were interviewed after showing them a series of videos about using the metaverse in the hotel business. Based on the results of the qualitative phase, the analytic hierarchy process method was used, and 476 valid questionnaires were analyzed. The results highlight the perceived benefits (personalized services, immersive experience and positive brand image) and costs (lack of human touch, time and effort and security and privacy) of metaverse adoption for hotel managers and their guests. In addition, the study determines the weight of each value attribute of metaverse adoption for each travel stage (pre-travel, during travel and post-travel). Regarding metaverse adoption, the research offers practical suggestions for luxury hotels. For instance, the cost of equipment and the time and effort required are perceived costs of metaverse adoption. To address these challenges, hotels may offer free equipment (e.g. VR headsets) and training to their guests to stimulate the use of the metaverse. This study addresses a gap in the literature by presenting a conceptual framework for examining metaverse adoption in the luxury hotel scenario. Unlike using conventional models like the technology acceptance model or the unified theory of acceptance and use of technology to investigate a technology’s adoption, this study stands out by unraveling the topic through the lens of value proposition. The latter often comes from an efficient value co-creation process, which is indeed shaped by an adequate appreciation of the congruence of perceived values (i.e. perceived benefits and costs) of metaverse from hotel manager and guest perspectives.Adopting the metaverse in the luxury hotel business: a cost–benefit perspective
Mustafeed Zaman, Prof Rajibul Hasan, Tan Vo-Thanh, Riad Shams, Mizan Rahman, K. Mohamed Jasim
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to examine the perceived values of the metaverse when adopting it in the luxury hospitality business. Based on the cost–benefit perspective, this research provides solid theoretical contributions and actionable managerial recommendations.

An exploratory sequential mixed-method design was used. For the qualitative phase, 21 hotel managers and 24 hotel guests (who often stay in four-star and five-star hotels and resorts) were interviewed after showing them a series of videos about using the metaverse in the hotel business. Based on the results of the qualitative phase, the analytic hierarchy process method was used, and 476 valid questionnaires were analyzed.

The results highlight the perceived benefits (personalized services, immersive experience and positive brand image) and costs (lack of human touch, time and effort and security and privacy) of metaverse adoption for hotel managers and their guests. In addition, the study determines the weight of each value attribute of metaverse adoption for each travel stage (pre-travel, during travel and post-travel).

Regarding metaverse adoption, the research offers practical suggestions for luxury hotels. For instance, the cost of equipment and the time and effort required are perceived costs of metaverse adoption. To address these challenges, hotels may offer free equipment (e.g. VR headsets) and training to their guests to stimulate the use of the metaverse.

This study addresses a gap in the literature by presenting a conceptual framework for examining metaverse adoption in the luxury hotel scenario. Unlike using conventional models like the technology acceptance model or the unified theory of acceptance and use of technology to investigate a technology’s adoption, this study stands out by unraveling the topic through the lens of value proposition. The latter often comes from an efficient value co-creation process, which is indeed shaped by an adequate appreciation of the congruence of perceived values (i.e. perceived benefits and costs) of metaverse from hotel manager and guest perspectives.

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Adopting the metaverse in the luxury hotel business: a cost–benefit perspective10.1108/IJCHM-08-2023-1265International Journal of Contemporary Hospitality Management2024-02-28© 2024 Emerald Publishing LimitedMustafeed ZamanProf Rajibul HasanTan Vo-ThanhRiad ShamsMizan RahmanK. Mohamed JasimInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-2810.1108/IJCHM-08-2023-1265https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1265/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Is it the end of the technology acceptance model in the era of generative artificial intelligence?https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1271/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe technology acceptance model (TAM) is a widely used framework explaining why users accept new technologies. Still, its relevance is questioned because of evolving consumer behavior, demographics and technology. Contrary to a research paper or systematic literature review, the purpose of this critical reflection paper is to discuss TAM's relevance and limitations in hospitality and tourism research. This paper uses a critical reflective approach, enabling a comprehensive review and synthesis of recent academic literature on TAM. The critical evaluation encompasses its historical trajectory, evolutionary growth, identified limitations and, more specifically, its relevance in the context of hospitality and tourism research. TAM's limitations within the hospitality and tourism context revolve around its individual-centric perspective, limited scope, static nature, cultural applicability and reliance on self-reported measures. To optimize TAM's efficacy, the authors propose several strategic recommendations. These include embedding TAM within the specific context of the industry, delving into TAM-driven artificial intelligence adoption, integrating industry-specific factors, acknowledging cultural nuances and using comprehensive research methods, such as mixed methods approach. It is imperative for researchers to critically assess TAM's suitability for their studies and be open to exploring alternative models or methods that can adeptly navigate the distinctive dynamics of the industry. This critical reflection paper prompts a profound exploration of technology adoption within the dynamic hospitality and tourism sector, makes insightful inquiries into TAM's future potential and presents recommendations.Is it the end of the technology acceptance model in the era of generative artificial intelligence?
Emmanuel Mogaji, Giampaolo Viglia, Pallavi Srivastava, Yogesh K. Dwivedi
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The technology acceptance model (TAM) is a widely used framework explaining why users accept new technologies. Still, its relevance is questioned because of evolving consumer behavior, demographics and technology. Contrary to a research paper or systematic literature review, the purpose of this critical reflection paper is to discuss TAM's relevance and limitations in hospitality and tourism research.

This paper uses a critical reflective approach, enabling a comprehensive review and synthesis of recent academic literature on TAM. The critical evaluation encompasses its historical trajectory, evolutionary growth, identified limitations and, more specifically, its relevance in the context of hospitality and tourism research.

TAM's limitations within the hospitality and tourism context revolve around its individual-centric perspective, limited scope, static nature, cultural applicability and reliance on self-reported measures.

To optimize TAM's efficacy, the authors propose several strategic recommendations. These include embedding TAM within the specific context of the industry, delving into TAM-driven artificial intelligence adoption, integrating industry-specific factors, acknowledging cultural nuances and using comprehensive research methods, such as mixed methods approach. It is imperative for researchers to critically assess TAM's suitability for their studies and be open to exploring alternative models or methods that can adeptly navigate the distinctive dynamics of the industry.

This critical reflection paper prompts a profound exploration of technology adoption within the dynamic hospitality and tourism sector, makes insightful inquiries into TAM's future potential and presents recommendations.

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Is it the end of the technology acceptance model in the era of generative artificial intelligence?10.1108/IJCHM-08-2023-1271International Journal of Contemporary Hospitality Management2024-01-18© 2024 Emerald Publishing LimitedEmmanuel MogajiGiampaolo VigliaPallavi SrivastavaYogesh K. DwivediInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1810.1108/IJCHM-08-2023-1271https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1271/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The impact of policy intervention on international wine demandhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1275/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of the study is to investigate the impact of implementing anti-dumping duties on imported Australian wine to China in the short- and long-run, respectively. First, the Difference-in-Differences (DID) method is used in this study to evaluate the short-run causal effect of implementing anti-dumping duties on imported Australian wine to China. Second, a Bayesian ensemble method is used to predict 2023–2025 wine exports from Australia to China. The disparity between the forecasts and counterfactual prediction which assumes no anti-dumping duties represents the accumulated impact of the anti-dumping duties in the long run. The anti-dumping duties resulted in a significant decline in red and rose, white and sparkling wine exports to China by 92.59%, 99.06% and 90.06%, respectively, in 2021. In the long run, wine exports to China are projected to continue this downward trend, with an average annual growth rate of −21.92%, −38.90% and −9.54% for the three types of wine, respectively. In contrast, the counterfactual prediction indicates an increase of 3.20%, 20.37% and 4.55% for the respective categories. Consequently, the policy intervention is expected to result in a decrease of 96.11%, 93.15% and 84.11% in red and rose, white and sparkling wine exports to China from 2021 to 2025. The originality of this study lies in the creation of an economic paradigm for assessing policy impacts within the realm of wine economics. Methodologically, it also represents the pioneering application of the DID and Bayesian ensemble forecasting methods within the field of wine economics.The impact of policy intervention on international wine demand
Xinyang Liu, Anyu Liu, Xiaoying Jiao, Zhen Liu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of the study is to investigate the impact of implementing anti-dumping duties on imported Australian wine to China in the short- and long-run, respectively.

First, the Difference-in-Differences (DID) method is used in this study to evaluate the short-run causal effect of implementing anti-dumping duties on imported Australian wine to China. Second, a Bayesian ensemble method is used to predict 2023–2025 wine exports from Australia to China. The disparity between the forecasts and counterfactual prediction which assumes no anti-dumping duties represents the accumulated impact of the anti-dumping duties in the long run.

The anti-dumping duties resulted in a significant decline in red and rose, white and sparkling wine exports to China by 92.59%, 99.06% and 90.06%, respectively, in 2021. In the long run, wine exports to China are projected to continue this downward trend, with an average annual growth rate of −21.92%, −38.90% and −9.54% for the three types of wine, respectively. In contrast, the counterfactual prediction indicates an increase of 3.20%, 20.37% and 4.55% for the respective categories. Consequently, the policy intervention is expected to result in a decrease of 96.11%, 93.15% and 84.11% in red and rose, white and sparkling wine exports to China from 2021 to 2025.

The originality of this study lies in the creation of an economic paradigm for assessing policy impacts within the realm of wine economics. Methodologically, it also represents the pioneering application of the DID and Bayesian ensemble forecasting methods within the field of wine economics.

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The impact of policy intervention on international wine demand10.1108/IJCHM-08-2023-1275International Journal of Contemporary Hospitality Management2024-01-02© 2023 Emerald Publishing LimitedXinyang LiuAnyu LiuXiaoying JiaoZhen LiuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-0210.1108/IJCHM-08-2023-1275https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1275/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Exploring the influence of emotionality and expertise on online wine reviews: does greater knowledge lead to less review?https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1302/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestWine producers and marketing professionals increasingly recognize the significance of online wine reviews. Emotions have long been acknowledged as influential in online review behaviors. However, considering the multisensory nature of the wine experience, consumers’ wine expertise also plays a substantial role. Hence, this study aims to examine the online review behaviors exhibited by wine consumers through the dual lens of wine expertise and emotionality. Two studies were conducted to address the research question. Study 1 explored the relationship among expertise, emotionality and review behaviors using a panel data model, with a data set consisting of 4,600,922 reviews from Vivino.com. Study 2 used a multigroup structural equation modeling (SEM) analysis using data obtained from an online survey. Study 2 aimed to investigate the interactive impact of emotionality and expertise on online review intention mediated by customer engagement. The findings from Study 1 demonstrated a positive correlation between emotionality and online wine reviews. In addition, expertise displayed a bell-shaped relationship with both emotionality and online wine reviews. Study 2, in turn, uncovered that novices and experts experienced a direct influence of emotionality on their review intentions. In contrast, for those classified as ordinary, the influence of emotionality on review intention occurred indirectly through the mediation of customer engagement. This paper extends the current literature on online wine review by integrating the effect of emotion and expertise on online wine review behaviors, expanding the examination of Dunning–Kruger effect in the wine literature. It also adds value by introducing emotionality and the Evaluative Lexicon into the hospitality literature, extending the measurement of emotion from valence and extremity to a third dimension, emotionality, in hospitality and wine domains.Exploring the influence of emotionality and expertise on online wine reviews: does greater knowledge lead to less review?
Xiaoxiao Qi, Wen Chang, Anyu Liu, Jie Sun, Mengyu Fan
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Wine producers and marketing professionals increasingly recognize the significance of online wine reviews. Emotions have long been acknowledged as influential in online review behaviors. However, considering the multisensory nature of the wine experience, consumers’ wine expertise also plays a substantial role. Hence, this study aims to examine the online review behaviors exhibited by wine consumers through the dual lens of wine expertise and emotionality.

Two studies were conducted to address the research question. Study 1 explored the relationship among expertise, emotionality and review behaviors using a panel data model, with a data set consisting of 4,600,922 reviews from Vivino.com. Study 2 used a multigroup structural equation modeling (SEM) analysis using data obtained from an online survey. Study 2 aimed to investigate the interactive impact of emotionality and expertise on online review intention mediated by customer engagement.

The findings from Study 1 demonstrated a positive correlation between emotionality and online wine reviews. In addition, expertise displayed a bell-shaped relationship with both emotionality and online wine reviews. Study 2, in turn, uncovered that novices and experts experienced a direct influence of emotionality on their review intentions. In contrast, for those classified as ordinary, the influence of emotionality on review intention occurred indirectly through the mediation of customer engagement.

This paper extends the current literature on online wine review by integrating the effect of emotion and expertise on online wine review behaviors, expanding the examination of Dunning–Kruger effect in the wine literature. It also adds value by introducing emotionality and the Evaluative Lexicon into the hospitality literature, extending the measurement of emotion from valence and extremity to a third dimension, emotionality, in hospitality and wine domains.

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Exploring the influence of emotionality and expertise on online wine reviews: does greater knowledge lead to less review?10.1108/IJCHM-08-2023-1302International Journal of Contemporary Hospitality Management2024-02-16© 2024 Emerald Publishing LimitedXiaoxiao QiWen ChangAnyu LiuJie SunMengyu FanInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-02-1610.1108/IJCHM-08-2023-1302https://www.emerald.com/insight/content/doi/10.1108/IJCHM-08-2023-1302/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Defining and establishing a restaurant wine culturehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1097/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestApplying signaling theory to Schein’s organizational culture framework, this study aims to explain how restaurants communicate that their establishments value wine through multiple cultural attributes. A phenomenological research design was adopted to conduct three focus groups with 14 restaurateurs about wine culture. Conversational analysis with Straussian coding was used. A comprehensive definition of wine culture was provided, and five factors emerged that signal the presence of a wine culture. A wine presence includes a wine list, marketing efforts, community involvement and restaurant aesthetics. Employee traits are defined by individual attributes, communications skills and overall knowledge (training). Restaurant identity reflects the cultural alignment and customer relationship expectations set forth by ownership. Organizational structure reflects a restaurant’s hierarchy within which an individual or department is afforded the freedom to invest in wine. Future alignment reflects generational differences and trends in wine preferences and consumption. Researchers are provided a wine-culture definition and framework for wine research. Restaurants can use the study’s findings to formulate strategies for establishing a wine culture. This study provided a framework for restaurateurs who wish to be known for wine to implement. Researchers and restaurateurs may facilitate communication between guests, staff and an organization regarding wine as a means of creating a competitive advantage.Defining and establishing a restaurant wine culture
D. Christopher Taylor, Michelle Russen, Mary Dawson, Dennis Reynolds
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Applying signaling theory to Schein’s organizational culture framework, this study aims to explain how restaurants communicate that their establishments value wine through multiple cultural attributes.

A phenomenological research design was adopted to conduct three focus groups with 14 restaurateurs about wine culture. Conversational analysis with Straussian coding was used.

A comprehensive definition of wine culture was provided, and five factors emerged that signal the presence of a wine culture. A wine presence includes a wine list, marketing efforts, community involvement and restaurant aesthetics. Employee traits are defined by individual attributes, communications skills and overall knowledge (training). Restaurant identity reflects the cultural alignment and customer relationship expectations set forth by ownership. Organizational structure reflects a restaurant’s hierarchy within which an individual or department is afforded the freedom to invest in wine. Future alignment reflects generational differences and trends in wine preferences and consumption.

Researchers are provided a wine-culture definition and framework for wine research. Restaurants can use the study’s findings to formulate strategies for establishing a wine culture.

This study provided a framework for restaurateurs who wish to be known for wine to implement. Researchers and restaurateurs may facilitate communication between guests, staff and an organization regarding wine as a means of creating a competitive advantage.

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Defining and establishing a restaurant wine culture10.1108/IJCHM-09-2022-1097International Journal of Contemporary Hospitality Management2023-07-26© 2023 Emerald Publishing LimitedD. Christopher TaylorMichelle RussenMary DawsonDennis ReynoldsInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-2610.1108/IJCHM-09-2022-1097https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1097/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Resistance to blockchain adoption in the foodservice industry: moderating roles of public pressures and climate change awarenesshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1127/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestBlockchain technology has created possibilities for environmental supply chain sustainability and climate protection. However, because of its early development stage, users tend to resist the adoption of this new technology. The purpose of this study is to investigate the effects of resistance on blockchain adoption intentions in the context of the foodservice industry. This study further explores if public pressures and climate change awareness could possibly weaken the negative relationships between blockchain resistance and adoption intentions. Data were collected from managers and full-time employees in the foodservice industry, using an online research panel survey. A structural equation model was developed and tested to examine the hypothesized relationships. Additionally, a multi-group analysis was performed to test the moderating roles of public pressures and climate change awareness. The findings from this study confirmed that foodservice employees’ characteristics, including traditional barriers, and blockchain technology factors, like perceived risk, are both significant in forming resistance to blockchain. This study also demonstrated the significant roles of internal and external stakeholders in weakening the negative associations between blockchain resistance and adoption intentions. This study recommends that foodservice companies address how to reduce their employees’ negative perceptions about changes imposed by blockchain adoption. This study also suggests the joint consideration of the pressures from internal and external stakeholders to provide continued insights into developing environmental practices for the foodservice industry. This study extends the theoretical underpinning of the innovation resistance theory by incorporating the stakeholder theory as a strong foundation for understanding how external pressures and internal awareness may influence foodservice employees’ responses to the implementation of blockchain technology to mitigate climate change.Resistance to blockchain adoption in the foodservice industry: moderating roles of public pressures and climate change awareness
Ha-Won Jang, Joanne Jung-Eun Yoo, Meehee Cho
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Blockchain technology has created possibilities for environmental supply chain sustainability and climate protection. However, because of its early development stage, users tend to resist the adoption of this new technology. The purpose of this study is to investigate the effects of resistance on blockchain adoption intentions in the context of the foodservice industry. This study further explores if public pressures and climate change awareness could possibly weaken the negative relationships between blockchain resistance and adoption intentions.

Data were collected from managers and full-time employees in the foodservice industry, using an online research panel survey. A structural equation model was developed and tested to examine the hypothesized relationships. Additionally, a multi-group analysis was performed to test the moderating roles of public pressures and climate change awareness.

The findings from this study confirmed that foodservice employees’ characteristics, including traditional barriers, and blockchain technology factors, like perceived risk, are both significant in forming resistance to blockchain. This study also demonstrated the significant roles of internal and external stakeholders in weakening the negative associations between blockchain resistance and adoption intentions.

This study recommends that foodservice companies address how to reduce their employees’ negative perceptions about changes imposed by blockchain adoption. This study also suggests the joint consideration of the pressures from internal and external stakeholders to provide continued insights into developing environmental practices for the foodservice industry.

This study extends the theoretical underpinning of the innovation resistance theory by incorporating the stakeholder theory as a strong foundation for understanding how external pressures and internal awareness may influence foodservice employees’ responses to the implementation of blockchain technology to mitigate climate change.

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Resistance to blockchain adoption in the foodservice industry: moderating roles of public pressures and climate change awareness10.1108/IJCHM-09-2022-1127International Journal of Contemporary Hospitality Management2023-01-24© 2022 Emerald Publishing LimitedHa-Won JangJoanne Jung-Eun YooMeehee ChoInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-01-2410.1108/IJCHM-09-2022-1127https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1127/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2022 Emerald Publishing Limited
The matching effect of local food and color on ethical dining behaviors: the roles of credibility and green imagehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1129/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to identify how restaurants can effectively initiate communication via social media to promote ethical dining behaviors. This research investigates the psychological mechanism of how the matching effect of color and a sustainability activity influence customer attitude toward a restaurant and the role of perceived credibility and green image. Two experimental studies were conducted. Study 1 used a 2 food source (non-sustainable vs sustainable) × 2 color consistency (inconsistent vs consistent) factorial design (n = 231). Study 2 used a 2 food origin (world-famous vs locally renowned) × 2 color consistency (inconsistent vs consistent) factorial design (n = 220). The results indicate that the matching effect from the marketing effect of sustainability significantly promotes customer attitudes and visit intentions when background color is consistent. An unexpected matching effect was found between a non-sustainable restaurant using world-famous food with its associated color. This research demonstrates a moderation effect of credibility and a mediation effect of green image to explain the ethical decision-making process for customers. The findings provide suggestions for restaurant marketers to effectively advertise sustainability initiatives and practices using color as a marketing tool via social media. This research is one of the earliest studies to investigate the effect of color consistency with primary information to demonstrate how consumers respond to restaurant sustainability in social media messages using local food.The matching effect of local food and color on ethical dining behaviors: the roles of credibility and green image
Eun Joo Kim, Esther L. Kim, Minji Kim, Jason Tang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to identify how restaurants can effectively initiate communication via social media to promote ethical dining behaviors. This research investigates the psychological mechanism of how the matching effect of color and a sustainability activity influence customer attitude toward a restaurant and the role of perceived credibility and green image.

Two experimental studies were conducted. Study 1 used a 2 food source (non-sustainable vs sustainable) × 2 color consistency (inconsistent vs consistent) factorial design (n = 231). Study 2 used a 2 food origin (world-famous vs locally renowned) × 2 color consistency (inconsistent vs consistent) factorial design (n = 220).

The results indicate that the matching effect from the marketing effect of sustainability significantly promotes customer attitudes and visit intentions when background color is consistent. An unexpected matching effect was found between a non-sustainable restaurant using world-famous food with its associated color. This research demonstrates a moderation effect of credibility and a mediation effect of green image to explain the ethical decision-making process for customers.

The findings provide suggestions for restaurant marketers to effectively advertise sustainability initiatives and practices using color as a marketing tool via social media.

This research is one of the earliest studies to investigate the effect of color consistency with primary information to demonstrate how consumers respond to restaurant sustainability in social media messages using local food.

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The matching effect of local food and color on ethical dining behaviors: the roles of credibility and green image10.1108/IJCHM-09-2022-1129International Journal of Contemporary Hospitality Management2023-03-28© 2023 Emerald Publishing LimitedEun Joo KimEsther L. KimMinji KimJason TangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-03-2810.1108/IJCHM-09-2022-1129https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1129/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Can nudging affect tourists’ low-carbon footprint travel choices?https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1175/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate low-carbon footprint travel choices, considering both destination attributes and climate change perceptions, and examine the impacts of nudging (a communication tool to alter individuals’ choices in a predictable way) on tourists’ preferences for carbon mitigation in destinations. A discrete choice experiment questionnaire was administered to a sample of 958 Hong Kong respondents. Hybrid choice modeling was used to examine the respondents’ preferences for destination attributes and to explain preference heterogeneity using tourists’ climate change perceptions. The respondents’ willingness to pay for the destination attributes was also calculated to measure the monetary value of the attributes. Destination type, carbon emissions and travel cost had significant effects on tourists’ choices of destination. Nudging increased tourists’ preference for low-carbon footprint choices. Tourists with higher climate change perceptions were more likely than others to select low-carbon destinations with carbon offset projects. The findings of this study provide an impetus for destination management organizations to support local carbon offset projects, implement policies that mitigate carbon emissions and develop sustainable tourism to fulfill tourists’ demand for low-carbon footprint travel choices. Based on the findings, policymakers could promote sustainable tourism by publishing relevant climate change information on social media. This study addressed a gap in the literature on tourist travel choice by considering carbon emission-related attributes and climate change perceptions and by confirming the role of nudging in increasing the choice of low-carbon destinations.Can nudging affect tourists’ low-carbon footprint travel choices?
Haiyan Song, Hongrun Wu, Hanyuan Zhang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate low-carbon footprint travel choices, considering both destination attributes and climate change perceptions, and examine the impacts of nudging (a communication tool to alter individuals’ choices in a predictable way) on tourists’ preferences for carbon mitigation in destinations.

A discrete choice experiment questionnaire was administered to a sample of 958 Hong Kong respondents. Hybrid choice modeling was used to examine the respondents’ preferences for destination attributes and to explain preference heterogeneity using tourists’ climate change perceptions. The respondents’ willingness to pay for the destination attributes was also calculated to measure the monetary value of the attributes.

Destination type, carbon emissions and travel cost had significant effects on tourists’ choices of destination. Nudging increased tourists’ preference for low-carbon footprint choices. Tourists with higher climate change perceptions were more likely than others to select low-carbon destinations with carbon offset projects.

The findings of this study provide an impetus for destination management organizations to support local carbon offset projects, implement policies that mitigate carbon emissions and develop sustainable tourism to fulfill tourists’ demand for low-carbon footprint travel choices. Based on the findings, policymakers could promote sustainable tourism by publishing relevant climate change information on social media.

This study addressed a gap in the literature on tourist travel choice by considering carbon emission-related attributes and climate change perceptions and by confirming the role of nudging in increasing the choice of low-carbon destinations.

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Can nudging affect tourists’ low-carbon footprint travel choices?10.1108/IJCHM-09-2022-1175International Journal of Contemporary Hospitality Management2023-07-17© 2023 Emerald Publishing LimitedHaiyan SongHongrun WuHanyuan ZhangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-1710.1108/IJCHM-09-2022-1175https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1175/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Don't hate the players, hate the system! – The continuation of deep-rooted travel patterns in the face of shock eventshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1177/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIt has been established that values, beliefs and norms are good predictors of pro-environmental behaviour; however, it is less explored how these constructs can be influenced. The purpose of this paper is to assess whether the COVID-19 pandemic, as a shock event, was a “game changer” or it had limited impacts on deep-rooted travel patterns. To understand whether the pandemic has influenced people’s value orientations with regards to sustainable travel, the authors have made use of the value–belief–norm (VBN)theory of environmentalism and conducted a large-scale survey in Germany, Italy, France, The Netherlands and UK (N = 1545). The findings showed that the pandemic caused only temporary change in deep-rooted travel patterns as (self-reported) pre-pandemic behaviour of respondents align with their value orientations and proved to be a good predictor of projected travel behaviour. Based on projected travel behaviour and value orientations, four market segments were identified – Frontrunners, Laggards, Comfortable Crowd and Entitled Stewards. While all segments showed willingness to adapt, the authors found variations in the extent of adaption and in the phases of the customer journey where travellers are likely to make changes. According to our knowledge, using the VBN theory of environmentalism to understand the impact of shock events on deep-rooted travel patterns represents a new perspective. Moreover, to the best of authors’ knowledge, this study is one of the first, written in the midst of the COVID-19 pandemic, which looks at the impact of the health crisis on deep-rooted travel patterns, instead of the commonly studied risk perception.Don't hate the players, hate the system! – The continuation of deep-rooted travel patterns in the face of shock events
Bernadett Papp, Ivar Neelis, Jasper Hessel Heslinga
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

It has been established that values, beliefs and norms are good predictors of pro-environmental behaviour; however, it is less explored how these constructs can be influenced. The purpose of this paper is to assess whether the COVID-19 pandemic, as a shock event, was a “game changer” or it had limited impacts on deep-rooted travel patterns.

To understand whether the pandemic has influenced people’s value orientations with regards to sustainable travel, the authors have made use of the value–belief–norm (VBN)theory of environmentalism and conducted a large-scale survey in Germany, Italy, France, The Netherlands and UK (N = 1545).

The findings showed that the pandemic caused only temporary change in deep-rooted travel patterns as (self-reported) pre-pandemic behaviour of respondents align with their value orientations and proved to be a good predictor of projected travel behaviour. Based on projected travel behaviour and value orientations, four market segments were identified – Frontrunners, Laggards, Comfortable Crowd and Entitled Stewards. While all segments showed willingness to adapt, the authors found variations in the extent of adaption and in the phases of the customer journey where travellers are likely to make changes.

According to our knowledge, using the VBN theory of environmentalism to understand the impact of shock events on deep-rooted travel patterns represents a new perspective. Moreover, to the best of authors’ knowledge, this study is one of the first, written in the midst of the COVID-19 pandemic, which looks at the impact of the health crisis on deep-rooted travel patterns, instead of the commonly studied risk perception.

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Don't hate the players, hate the system! – The continuation of deep-rooted travel patterns in the face of shock events10.1108/IJCHM-09-2022-1177International Journal of Contemporary Hospitality Management2023-02-13© 2023 Emerald Publishing LimitedBernadett PappIvar NeelisJasper Hessel HeslingaInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-02-1310.1108/IJCHM-09-2022-1177https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1177/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
CSR influence on job performance: the roles of psychological needs fulfillment and organizational identification among tourism firmshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1180/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis research paper aims to explore whether and how perceived corporate social responsibility (CSR) influences employee-associated outcomes in ways that are controllable by managers. Drawing from the theories of self-determination and social identity, this study investigates the mediating effects of psychological needs fulfillment and organizational identification in exploring the mechanisms that link perceived CSR to employee job performances of Chinese state-owned tourism companies. Survey was used to collect original data from ten Chinese state-owned tourism companies to examine the proposed model. Data was analyzed through structural equation modeling. Employees’ perceptions of CSR are found to demonstrate significantly effective associations with their job performance. Moreover, results support that the influences of CSR on staff’s job performance are also conveyed through psychological needs fulfillment (competence) and organizational identification (i.e. cognitive identification and affective identification). Findings not only provide strategic ideas and operational tactics for tourism managers to devise CSR strategies and allocate CSR resources but also offer inspirations to integrate CSR initiatives with human resource management strategies. This study diverts the research of CSR from the organizational level to the individual level. This study also explores the mechanism of psychological needs fulfillment and organizational identification underlying processes in the employee perceptions of CSR–job performance linkages.CSR influence on job performance: the roles of psychological needs fulfillment and organizational identification among tourism firms
Qianqian Guo, Huawen Shen, Daisy X.F. Fan, Dimitrios Buhalis
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This research paper aims to explore whether and how perceived corporate social responsibility (CSR) influences employee-associated outcomes in ways that are controllable by managers. Drawing from the theories of self-determination and social identity, this study investigates the mediating effects of psychological needs fulfillment and organizational identification in exploring the mechanisms that link perceived CSR to employee job performances of Chinese state-owned tourism companies.

Survey was used to collect original data from ten Chinese state-owned tourism companies to examine the proposed model. Data was analyzed through structural equation modeling.

Employees’ perceptions of CSR are found to demonstrate significantly effective associations with their job performance. Moreover, results support that the influences of CSR on staff’s job performance are also conveyed through psychological needs fulfillment (competence) and organizational identification (i.e. cognitive identification and affective identification).

Findings not only provide strategic ideas and operational tactics for tourism managers to devise CSR strategies and allocate CSR resources but also offer inspirations to integrate CSR initiatives with human resource management strategies.

This study diverts the research of CSR from the organizational level to the individual level. This study also explores the mechanism of psychological needs fulfillment and organizational identification underlying processes in the employee perceptions of CSR–job performance linkages.

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CSR influence on job performance: the roles of psychological needs fulfillment and organizational identification among tourism firms10.1108/IJCHM-09-2022-1180International Journal of Contemporary Hospitality Management2023-04-05© 2023 Emerald Publishing LimitedQianqian GuoHuawen ShenDaisy X.F. FanDimitrios BuhalisInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-04-0510.1108/IJCHM-09-2022-1180https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1180/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Analysis of accommodation providers' carbon footprint in Australia: motivations and challengeshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1183/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAs net-zero pledges gain momentum globally, more and more accommodation businesses seek to quantify their carbon emissions. Building on Chan (2021), this study aims to explore what drives Australian accommodation providers to measure the carbon footprint of their businesses and what barriers hinder them from doing so. Empirical data were collected by conducting ten semi-structured interviews with owners, senior executives, consultants, certification bodies and hotel management companies. The set of interviews represented different segments of the hotel industry and various accommodation types. Data were analysed with thematic analysis. The major drivers for adopting carbon footprint analysis are as follows: the analysis being perceived as an important contribution to a company's corporate responsibility, the owner or manager's environmental concern, the assessment being a requirement for obtaining an eco-certification and the business benefits associated with implementing the initiative. The major barriers hindering adoption include the following: difficulties with data gathering, the lack of a standard methodology, a lengthy decision-making process and a lack of resources. Based on the empirical findings and three theories on ecological responsiveness, this study develops a conceptual framework for implementing carbon footprint analysis in the accommodation context and recommends strategies to increase the adoption of carbon footprint analysis. This study responds to Chan and Hsu's (2016) call for further research on carbon footprint in the hotel context and represents the first attempt to explore the drivers and barriers specifically associated with implementing carbon footprint analysis in the accommodation sector.Analysis of accommodation providers' carbon footprint in Australia: motivations and challenges
Massimiliano Apolloni, Michael Volgger, Christof Pforr
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

As net-zero pledges gain momentum globally, more and more accommodation businesses seek to quantify their carbon emissions. Building on Chan (2021), this study aims to explore what drives Australian accommodation providers to measure the carbon footprint of their businesses and what barriers hinder them from doing so.

Empirical data were collected by conducting ten semi-structured interviews with owners, senior executives, consultants, certification bodies and hotel management companies. The set of interviews represented different segments of the hotel industry and various accommodation types. Data were analysed with thematic analysis.

The major drivers for adopting carbon footprint analysis are as follows: the analysis being perceived as an important contribution to a company's corporate responsibility, the owner or manager's environmental concern, the assessment being a requirement for obtaining an eco-certification and the business benefits associated with implementing the initiative. The major barriers hindering adoption include the following: difficulties with data gathering, the lack of a standard methodology, a lengthy decision-making process and a lack of resources.

Based on the empirical findings and three theories on ecological responsiveness, this study develops a conceptual framework for implementing carbon footprint analysis in the accommodation context and recommends strategies to increase the adoption of carbon footprint analysis.

This study responds to Chan and Hsu's (2016) call for further research on carbon footprint in the hotel context and represents the first attempt to explore the drivers and barriers specifically associated with implementing carbon footprint analysis in the accommodation sector.

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Analysis of accommodation providers' carbon footprint in Australia: motivations and challenges10.1108/IJCHM-09-2022-1183International Journal of Contemporary Hospitality Management2023-03-31© 2023 Emerald Publishing LimitedMassimiliano ApolloniMichael VolggerChristof PforrInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-03-3110.1108/IJCHM-09-2022-1183https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2022-1183/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Innovative strategies to tackle seasonality issue in hospitality and tourism industryhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1382/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to deepen the current knowledge of seasonality by investigating visitors’ intentional and behavioural patterns during peak and off-peak seasons. It compares the variation in several key behavioural factors, namely, duration of stay, party size, revisit intention, spending and breakdown of spending in different sectors in hospitality and tourism including entertainment, restaurant, accommodation and transportation. Moreover, this research expands the understanding by examining the effectiveness of two innovative strategies of offering a digital app and organising a unique event to tackle seasonal imbalances through stimulating visitors’ intention to change their timing of visit from peak to off-peak periods. The author initially used a Delphi approach to gather experts’ opinion on the two scenario settings: event organisation and a trip planner app. The scenarios aimed to potentially encourage visitors to change their visit time to off-peak seasons. Then, using a quantitative survey, the travel habits and spending behaviours of 310 participants were captured. Furthermore, the survey assessed their intention to travel during off-peak seasons in response to the implementation of the two innovative strategies. The results revealed that although the number of visitors who travel in off-peak seasons may be lower, their daily spending is higher than peak season visitors. In addition to total spending per day, the duration of stay, part size, quality of accommodation and re-visit intention of visitors indicated significant variation between peak and off-peak seasons. According to the statistical analysis’ results, organising events (including festivals) proves more effective in encouraging visitors to travel during off-peak seasons compared to digital innovation (i.e. a trip planner app). This finding is in line with the tenets of the Jobs-to-be-Done Theory of innovation. This study contributes by conceptualising the mechanism of seasonality and its impacts on subsectors of tourism and hospitality. To the best of the author’s knowledge, this is one of the few empirical research that compares the behavioural patterns of visitors including their average spending per day between peak and off-peak seasons. Previous studies focused on specific regions or sectors, whereas this research investigates visitors’ behaviour on a broader scale to provide more comprehensive view. Furthermore, this study is novel due to practising an outside-in approach through investigating the effectiveness of the two innovative strategies aimed at addressing seasonality in the hospitality and tourism industry from visitors’ point of view.Innovative strategies to tackle seasonality issue in hospitality and tourism industry
Sara Dalir
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to deepen the current knowledge of seasonality by investigating visitors’ intentional and behavioural patterns during peak and off-peak seasons. It compares the variation in several key behavioural factors, namely, duration of stay, party size, revisit intention, spending and breakdown of spending in different sectors in hospitality and tourism including entertainment, restaurant, accommodation and transportation. Moreover, this research expands the understanding by examining the effectiveness of two innovative strategies of offering a digital app and organising a unique event to tackle seasonal imbalances through stimulating visitors’ intention to change their timing of visit from peak to off-peak periods.

The author initially used a Delphi approach to gather experts’ opinion on the two scenario settings: event organisation and a trip planner app. The scenarios aimed to potentially encourage visitors to change their visit time to off-peak seasons. Then, using a quantitative survey, the travel habits and spending behaviours of 310 participants were captured. Furthermore, the survey assessed their intention to travel during off-peak seasons in response to the implementation of the two innovative strategies.

The results revealed that although the number of visitors who travel in off-peak seasons may be lower, their daily spending is higher than peak season visitors. In addition to total spending per day, the duration of stay, part size, quality of accommodation and re-visit intention of visitors indicated significant variation between peak and off-peak seasons. According to the statistical analysis’ results, organising events (including festivals) proves more effective in encouraging visitors to travel during off-peak seasons compared to digital innovation (i.e. a trip planner app). This finding is in line with the tenets of the Jobs-to-be-Done Theory of innovation.

This study contributes by conceptualising the mechanism of seasonality and its impacts on subsectors of tourism and hospitality. To the best of the author’s knowledge, this is one of the few empirical research that compares the behavioural patterns of visitors including their average spending per day between peak and off-peak seasons. Previous studies focused on specific regions or sectors, whereas this research investigates visitors’ behaviour on a broader scale to provide more comprehensive view. Furthermore, this study is novel due to practising an outside-in approach through investigating the effectiveness of the two innovative strategies aimed at addressing seasonality in the hospitality and tourism industry from visitors’ point of view.

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Innovative strategies to tackle seasonality issue in hospitality and tourism industry10.1108/IJCHM-09-2023-1382International Journal of Contemporary Hospitality Management2023-12-21© 2023 Emerald Publishing LimitedSara DalirInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-12-2110.1108/IJCHM-09-2023-1382https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1382/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The role of embodiment and ergonomics in immersive VR tours in creating memorable tourism experienceshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1425/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestGiven the growth of virtual reality (VR)-based tourism experiences in the past five years, this study aims to investigate the impact of VR-based interactions (ergonomics and embodiment) on memorable experiences and revisit intention mediated by cognitive and emotional responses. This study has used an exploratory sequential mixed methodology research design to operationalise this research. Study 1 uses qualitative in-depth interviews to explore the proposed research questions, and Study 2 uses a 3 × 3 factorial experimental research design to test the proposed hypothetical model with 355 samples. The results indicate that embodiment plays a more crucial role than VR ergonomics. Also, the cognitive response in the virtual tour indirectly generates a more memorable experience than the emotional response. This research uses the theory of technological mediation as an overarching framework to conceptualise the research. Also, the research has applied the tenets of cognitive embodiment theory, metacognitive theory and other related theories to develop the arguments. Thus, the results of this research will extend the holistic understanding of these theories. This research will guide VR tourism developers in understanding the requirements and expectations of tourists. It also serves as a manual to understand how tourists process the VR tour psychologically. Very minimal focus was given to understanding the tourists’ interaction with technology in VR tours. The concept of ergonomics and embodiment investigated as an experimental variable is a novel approach in technology-based tourism research.The role of embodiment and ergonomics in immersive VR tours in creating memorable tourism experiences
Janarthanan Balakrishnan, Yogesh K. Dwivedi, Anubhav Mishra, F. Tegwen Malik, Mihalis Giannakis
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Given the growth of virtual reality (VR)-based tourism experiences in the past five years, this study aims to investigate the impact of VR-based interactions (ergonomics and embodiment) on memorable experiences and revisit intention mediated by cognitive and emotional responses.

This study has used an exploratory sequential mixed methodology research design to operationalise this research. Study 1 uses qualitative in-depth interviews to explore the proposed research questions, and Study 2 uses a 3 × 3 factorial experimental research design to test the proposed hypothetical model with 355 samples.

The results indicate that embodiment plays a more crucial role than VR ergonomics. Also, the cognitive response in the virtual tour indirectly generates a more memorable experience than the emotional response.

This research uses the theory of technological mediation as an overarching framework to conceptualise the research. Also, the research has applied the tenets of cognitive embodiment theory, metacognitive theory and other related theories to develop the arguments. Thus, the results of this research will extend the holistic understanding of these theories.

This research will guide VR tourism developers in understanding the requirements and expectations of tourists. It also serves as a manual to understand how tourists process the VR tour psychologically.

Very minimal focus was given to understanding the tourists’ interaction with technology in VR tours. The concept of ergonomics and embodiment investigated as an experimental variable is a novel approach in technology-based tourism research.

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The role of embodiment and ergonomics in immersive VR tours in creating memorable tourism experiences10.1108/IJCHM-09-2023-1425International Journal of Contemporary Hospitality Management2024-01-18© 2024 Emerald Publishing LimitedJanarthanan BalakrishnanYogesh K. DwivediAnubhav MishraF. Tegwen MalikMihalis GiannakisInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-01-1810.1108/IJCHM-09-2023-1425https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1425/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Stylish virtual tour: exploring fashion’s influence on attitude and satisfaction in VR tourismhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1469/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to investigate the influence of different virtual fashion styles on attitude and satisfaction within virtual reality (VR) tourism experiences. The investigation considers the mediating effect of perceived attractiveness, popularity, novelty and weirdness, as well as the moderating role of self-congruence with avatar clothing and the desire for unique products. This research uses a quantitative experimental approach. Initially, a three-step pilot study (N = 201) was conducted to select avatar fashion styles for the main investigation. In the primary study, participants (N = 326) engaged with one out of four fashion style conditions to select attire for their avatars and then completed a self-administered survey. Data analysis involved paired-sample t-tests, multivariate analysis of variance and Hayes’ PROCESS Models. The results show that presenting fantasy avatar fashion styles leads to a decrease in perceived attractiveness and popularity, while concurrently increasing perceptions of novelty and weirdness which in turn exert a negative influence on attitude and satisfaction with the virtual fitting room (VFR). However, these relationships change when considering the moderating role of self-congruence with avatar clothing and the desire for unique products. VR tourism experience providers and designers can use research findings to bolster positive attitude and enhance satisfaction with VFR; an important first step that strongly affects the rest of the VR tourist journey. This study contributes to tourism research by exploring the intersection of immersive technologies and virtual fashion. It emphasizes the enhancement of critical touchpoints like the VFR, moving beyond a sole focus on VR adoption, to improve the overall virtual tourist experience.Stylish virtual tour: exploring fashion’s influence on attitude and satisfaction in VR tourism
Maher Georges Elmashhara, Marta Blazquez, Jorge Julião
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to investigate the influence of different virtual fashion styles on attitude and satisfaction within virtual reality (VR) tourism experiences. The investigation considers the mediating effect of perceived attractiveness, popularity, novelty and weirdness, as well as the moderating role of self-congruence with avatar clothing and the desire for unique products.

This research uses a quantitative experimental approach. Initially, a three-step pilot study (N = 201) was conducted to select avatar fashion styles for the main investigation. In the primary study, participants (N = 326) engaged with one out of four fashion style conditions to select attire for their avatars and then completed a self-administered survey. Data analysis involved paired-sample t-tests, multivariate analysis of variance and Hayes’ PROCESS Models.

The results show that presenting fantasy avatar fashion styles leads to a decrease in perceived attractiveness and popularity, while concurrently increasing perceptions of novelty and weirdness which in turn exert a negative influence on attitude and satisfaction with the virtual fitting room (VFR). However, these relationships change when considering the moderating role of self-congruence with avatar clothing and the desire for unique products.

VR tourism experience providers and designers can use research findings to bolster positive attitude and enhance satisfaction with VFR; an important first step that strongly affects the rest of the VR tourist journey.

This study contributes to tourism research by exploring the intersection of immersive technologies and virtual fashion. It emphasizes the enhancement of critical touchpoints like the VFR, moving beyond a sole focus on VR adoption, to improve the overall virtual tourist experience.

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Stylish virtual tour: exploring fashion’s influence on attitude and satisfaction in VR tourism10.1108/IJCHM-09-2023-1469International Journal of Contemporary Hospitality Management2024-03-19© 2024 Emerald Publishing LimitedMaher Georges ElmashharaMarta BlazquezJorge JuliãoInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-1910.1108/IJCHM-09-2023-1469https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1469/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The digital revolution in the tourism industry: role of anthropomorphic virtual agent in digitalized hotel servicehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1485/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestIn the tourism industry, immersive technologies become increasingly vital, amplifying traveler experiences and industry growth. By studying “e-booking” applications prevalent in hotels, this study aims to analyze the impact of integrating an anthropomorphic virtual agent (AVA) on user perceptions of humanness and service usage intent. Two experiments were conducted to examine the effects of using an AVA and explain the psychological mechanism of how AVA’s attributes increase intention to use “e-booking” application. The results highlight the positive influence of AVA on the intention to use. They illustrate the psychological mechanism of how AVA’s attributes (agency and emotionality) influence perceived humanness and intention to use. More specifically, the results indicate that perceived humanness mediated the effect of an AVA on intention to use. Further research should delve into additional capabilities related to humanness. This study provides useful insights for hotels’ managers about incorporating AVAs in digital services to enhance the perceived humanness of AVAs. The findings suggest that such efforts could yield benefits, especially when they involve conveying that AVAs possess agency and emotionality. To the best of the author’s knowledge, this study is the first to investigate how AVA impacts hotel human–computer interaction. It examines agency and emotionality features on humanness perception and behavioral intent. It also guides successful digitalized hotel service development and design, expanding existing research on human–virtual agent digital services, which mainly focuses on superficial traits like face and gender.The digital revolution in the tourism industry: role of anthropomorphic virtual agent in digitalized hotel service
Sihem Ben Saad
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

In the tourism industry, immersive technologies become increasingly vital, amplifying traveler experiences and industry growth. By studying “e-booking” applications prevalent in hotels, this study aims to analyze the impact of integrating an anthropomorphic virtual agent (AVA) on user perceptions of humanness and service usage intent.

Two experiments were conducted to examine the effects of using an AVA and explain the psychological mechanism of how AVA’s attributes increase intention to use “e-booking” application.

The results highlight the positive influence of AVA on the intention to use. They illustrate the psychological mechanism of how AVA’s attributes (agency and emotionality) influence perceived humanness and intention to use. More specifically, the results indicate that perceived humanness mediated the effect of an AVA on intention to use.

Further research should delve into additional capabilities related to humanness.

This study provides useful insights for hotels’ managers about incorporating AVAs in digital services to enhance the perceived humanness of AVAs. The findings suggest that such efforts could yield benefits, especially when they involve conveying that AVAs possess agency and emotionality.

To the best of the author’s knowledge, this study is the first to investigate how AVA impacts hotel human–computer interaction. It examines agency and emotionality features on humanness perception and behavioral intent. It also guides successful digitalized hotel service development and design, expanding existing research on human–virtual agent digital services, which mainly focuses on superficial traits like face and gender.

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The digital revolution in the tourism industry: role of anthropomorphic virtual agent in digitalized hotel service10.1108/IJCHM-09-2023-1485International Journal of Contemporary Hospitality Management2024-03-21© 2024 Emerald Publishing LimitedSihem Ben SaadInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-2110.1108/IJCHM-09-2023-1485https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1485/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
What is beautiful is good: attractive avatars for healthier dining and satisfactionhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1490/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAs technology increasingly integrates into the restaurant industry, avatar servers present a promising avenue for promoting healthier dining habits. Grounded in the halo effect theory and social comparison theory, this study aims to delve into the influence of avatars' appearance, humor and persuasion on healthier choices and customer satisfaction. This paper comprises three experimental studies. Study 1 manipulates avatar appearance (supermodel-looking vs normal-looking) to examine its effects on perceived attractiveness, warmth and relatability. These factors influence customer satisfaction and healthy food choices through the psychological mechanisms of social comparison and aspirational appeal. Studies 2 and 3 further refine this theoretical model by assessing the interplay of appearance with humor (presence vs absence) and persuasion (health-oriented vs beauty-oriented), respectively. Results suggest that avatars resembling supermodels evoke stronger aspirational appeal and positive social comparison due to their attractiveness, thus bolstering healthier choices and customer satisfaction. Moreover, humor moderates the relationship between appearance and attractiveness, while persuasion moderates the effects of appearance on social comparison and aspirational appeal. This research bridges the halo effect theory and social comparison theory, offering insights enriching the academic discourse on technology’s role in hospitality. The findings provide actionable insights for managers, tech developers and health advocates. Despite its significance, avatar design research in the hospitality sector has been overlooked. This study addresses this gap, offering a guideline for crafting attractive and persuasive avatars.What is beautiful is good: attractive avatars for healthier dining and satisfaction
Fei Hao, Adil Masud Aman, Chen Zhang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

As technology increasingly integrates into the restaurant industry, avatar servers present a promising avenue for promoting healthier dining habits. Grounded in the halo effect theory and social comparison theory, this study aims to delve into the influence of avatars' appearance, humor and persuasion on healthier choices and customer satisfaction.

This paper comprises three experimental studies. Study 1 manipulates avatar appearance (supermodel-looking vs normal-looking) to examine its effects on perceived attractiveness, warmth and relatability. These factors influence customer satisfaction and healthy food choices through the psychological mechanisms of social comparison and aspirational appeal. Studies 2 and 3 further refine this theoretical model by assessing the interplay of appearance with humor (presence vs absence) and persuasion (health-oriented vs beauty-oriented), respectively.

Results suggest that avatars resembling supermodels evoke stronger aspirational appeal and positive social comparison due to their attractiveness, thus bolstering healthier choices and customer satisfaction. Moreover, humor moderates the relationship between appearance and attractiveness, while persuasion moderates the effects of appearance on social comparison and aspirational appeal.

This research bridges the halo effect theory and social comparison theory, offering insights enriching the academic discourse on technology’s role in hospitality.

The findings provide actionable insights for managers, tech developers and health advocates.

Despite its significance, avatar design research in the hospitality sector has been overlooked. This study addresses this gap, offering a guideline for crafting attractive and persuasive avatars.

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What is beautiful is good: attractive avatars for healthier dining and satisfaction10.1108/IJCHM-09-2023-1490International Journal of Contemporary Hospitality Management2024-03-25© 2024 Emerald Publishing LimitedFei HaoAdil Masud AmanChen ZhangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2024-03-2510.1108/IJCHM-09-2023-1490https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2023-1490/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The impact of business models and state regulations on the accommodation sector: theory and empirical evidence from the recent pandemichttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2022-1201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to investigate the effect of the COVID-19 pandemic on key performance metrics of accommodation properties by elaborating on the roles of business models (i.e. franchised, chain-managed and independent hotels, and the sharing economy) and state-level restrictions in the US. The pandemic is considered a variable interference against the average daily rate, occupancy and revenue per available room, which permits the examination of the before and after effects of the pandemic. The panel data model is used to examine the effect of the recent pandemic on the accommodation sector in the USA. The results showed that chain-managed hotels were the most adversely impacted by the COVID-19 pandemic, while independent hotels were the least adversely impacted. Interestingly, and consistent with emerging consumer needs suggested by spatial distance theory, the pandemic does not have significant negative effects on Airbnb. The adverse impact of the pandemic on hotels was exacerbated in more restrictive states, while Airbnb remained immune to regulatory differences. This study addresses the dearth of research on the types, roles and efficacy of business models in the accommodation industry and makes important theoretical contributions to the study of business model resilience in the accommodation industry, leveraging the resource-based theory of the firm and spatial distance theory. The findings of this study make a significant contribution to the extant literature on the resilience of business models in the accommodation industry and have important implications for hotels, Airbnb owners, accommodation brands and destination and health policymakers. They demonstrate that a lower level of corporate control and greater flexibility in brand and operational standards allow for a more effective response to business disruptions such as a global pandemic.The impact of business models and state regulations on the accommodation sector: theory and empirical evidence from the recent pandemic
Tarik Dogru (Dr. True), Makarand Amrish Mody, Lydia Hanks, Courtney Suess, Cem Işık, Erol Sozen
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to investigate the effect of the COVID-19 pandemic on key performance metrics of accommodation properties by elaborating on the roles of business models (i.e. franchised, chain-managed and independent hotels, and the sharing economy) and state-level restrictions in the US.

The pandemic is considered a variable interference against the average daily rate, occupancy and revenue per available room, which permits the examination of the before and after effects of the pandemic. The panel data model is used to examine the effect of the recent pandemic on the accommodation sector in the USA.

The results showed that chain-managed hotels were the most adversely impacted by the COVID-19 pandemic, while independent hotels were the least adversely impacted. Interestingly, and consistent with emerging consumer needs suggested by spatial distance theory, the pandemic does not have significant negative effects on Airbnb. The adverse impact of the pandemic on hotels was exacerbated in more restrictive states, while Airbnb remained immune to regulatory differences.

This study addresses the dearth of research on the types, roles and efficacy of business models in the accommodation industry and makes important theoretical contributions to the study of business model resilience in the accommodation industry, leveraging the resource-based theory of the firm and spatial distance theory.

The findings of this study make a significant contribution to the extant literature on the resilience of business models in the accommodation industry and have important implications for hotels, Airbnb owners, accommodation brands and destination and health policymakers. They demonstrate that a lower level of corporate control and greater flexibility in brand and operational standards allow for a more effective response to business disruptions such as a global pandemic.

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The impact of business models and state regulations on the accommodation sector: theory and empirical evidence from the recent pandemic10.1108/IJCHM-10-2022-1201International Journal of Contemporary Hospitality Management2023-06-21© 2023 Emerald Publishing LimitedTarik Dogru (Dr. True)Makarand Amrish ModyLydia HanksCourtney SuessCem IşıkErol SozenInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-06-2110.1108/IJCHM-10-2022-1201https://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2022-1201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Decent work in tourism and hospitality – a systematic literature review, classification, and research recommendationshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2022-1263/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to present the evolution of decent work studies. Findings point to several directions for future research efforts, including conceptualizing decent work and the pandemic’s associated impact. Results will help to guide government authorities to promote decent work by delivering fair income, increasing the stability and security of employment and monitoring employees’ work-life balance. This review consists of knowledge mapping based on keywords from multidisciplinary studies on decent work and the preferred reporting items for systematic reviews and meta-analyses (PRISMA) model on tourism and hospitality studies. First, keyword knowledge mapping was conducted in VOSviewer, resulting in 667 papers. Then, a PRISMA model generated a systematic review of the literature in tourism and hospitality based on 41 papers. Knowledge mapping revealed six thematic clusters, namely, Labor Rights and Gender Equality, Sustainability and Health, Psychology of Working Theory, Conceptualization of Decent Work, Marginalized Groups and Unemployment and Job Quality. According to the PRISMA model, the conceptual evolution of decent work in tourism and hospitality can be divided into three stages: initial (1999–2008), emerging (2009–2018) and development (2019–present). Based on the findings, further interdisciplinary research into decent work is recommended. Scholars in the tourism and hospitality sector can incorporate other fields of decent work, such as psychology, to broaden the lens of studies to discover the role of meaning and purpose in the workplace and to promote the concept to its fullest extent. Furthermore, employees’ assessments of decent work might help businesses improve human resources management via corporate social responsibility measures. To the best of the authors’ knowledge, this study is the first systematic review of decent work in tourism and hospitality. It shows that this notion is in its infancy, as most studies on the topic thus far have been empirical and descriptive. Nonetheless, most findings contribute to knowledge and practice by clarifying industry employment conditions.Decent work in tourism and hospitality – a systematic literature review, classification, and research recommendations
Danni Wang, Catherine Cheung
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to present the evolution of decent work studies. Findings point to several directions for future research efforts, including conceptualizing decent work and the pandemic’s associated impact. Results will help to guide government authorities to promote decent work by delivering fair income, increasing the stability and security of employment and monitoring employees’ work-life balance.

This review consists of knowledge mapping based on keywords from multidisciplinary studies on decent work and the preferred reporting items for systematic reviews and meta-analyses (PRISMA) model on tourism and hospitality studies. First, keyword knowledge mapping was conducted in VOSviewer, resulting in 667 papers. Then, a PRISMA model generated a systematic review of the literature in tourism and hospitality based on 41 papers.

Knowledge mapping revealed six thematic clusters, namely, Labor Rights and Gender Equality, Sustainability and Health, Psychology of Working Theory, Conceptualization of Decent Work, Marginalized Groups and Unemployment and Job Quality. According to the PRISMA model, the conceptual evolution of decent work in tourism and hospitality can be divided into three stages: initial (1999–2008), emerging (2009–2018) and development (2019–present).

Based on the findings, further interdisciplinary research into decent work is recommended. Scholars in the tourism and hospitality sector can incorporate other fields of decent work, such as psychology, to broaden the lens of studies to discover the role of meaning and purpose in the workplace and to promote the concept to its fullest extent. Furthermore, employees’ assessments of decent work might help businesses improve human resources management via corporate social responsibility measures.

To the best of the authors’ knowledge, this study is the first systematic review of decent work in tourism and hospitality. It shows that this notion is in its infancy, as most studies on the topic thus far have been empirical and descriptive. Nonetheless, most findings contribute to knowledge and practice by clarifying industry employment conditions.

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Decent work in tourism and hospitality – a systematic literature review, classification, and research recommendations10.1108/IJCHM-10-2022-1263International Journal of Contemporary Hospitality Management2023-09-26© 2023 Emerald Publishing LimitedDanni WangCatherine CheungInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-09-2610.1108/IJCHM-10-2022-1263https://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2022-1263/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Linking organizational justice to tourism and hospitality employees’ service orientation: the roles of Confucian values and relationship qualityhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2022-1269/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to explore the moderating effect of Confucian values and the mediating effect of relationship quality on the relationship between organizational justice and employee service orientation in the tourism and hospitality industry. Structural equation modeling was applied to a sample of 421 responses in a questionnaire survey from employees of tourism and hospitality firms in mainland China. Employee relationship quality fully mediated the relationship between organizational justice and service orientation. Confucian values negatively moderated the direct effect of organizational justice on employee relationship quality and the indirect effect of organizational justice on service orientation. This study offers insights for hospitality managers how to improve employee service orientation and establish Confucian values in the practice of organizational justice. Tourism and hospitality organizations should equally treat all employees as internal customers and use distinct strategies to manage employees with high and low Confucian values in employee selection and management of training and development. This study highlights the contributions of organizational justice and relationship quality to employee service orientation. It also demonstrates that Confucian values explain why many Chinese employees are less sensitive to low fairness: these values negatively moderate the organizational justice–relationship quality–service orientation relations. By linking organizational justice to relationship quality and employee service orientation, the findings enrich our understanding of the applications of internal marketing and social exchange theories under Confucian values.Linking organizational justice to tourism and hospitality employees’ service orientation: the roles of Confucian values and relationship quality
Qingjuan Wang, Ning Sun, Alice H.Y. Hon, Zheng Zhu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to explore the moderating effect of Confucian values and the mediating effect of relationship quality on the relationship between organizational justice and employee service orientation in the tourism and hospitality industry.

Structural equation modeling was applied to a sample of 421 responses in a questionnaire survey from employees of tourism and hospitality firms in mainland China.

Employee relationship quality fully mediated the relationship between organizational justice and service orientation. Confucian values negatively moderated the direct effect of organizational justice on employee relationship quality and the indirect effect of organizational justice on service orientation.

This study offers insights for hospitality managers how to improve employee service orientation and establish Confucian values in the practice of organizational justice. Tourism and hospitality organizations should equally treat all employees as internal customers and use distinct strategies to manage employees with high and low Confucian values in employee selection and management of training and development.

This study highlights the contributions of organizational justice and relationship quality to employee service orientation. It also demonstrates that Confucian values explain why many Chinese employees are less sensitive to low fairness: these values negatively moderate the organizational justice–relationship quality–service orientation relations. By linking organizational justice to relationship quality and employee service orientation, the findings enrich our understanding of the applications of internal marketing and social exchange theories under Confucian values.

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Linking organizational justice to tourism and hospitality employees’ service orientation: the roles of Confucian values and relationship quality10.1108/IJCHM-10-2022-1269International Journal of Contemporary Hospitality Management2023-08-28© 2023 Emerald Publishing LimitedQingjuan WangNing SunAlice H.Y. HonZheng ZhuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-2810.1108/IJCHM-10-2022-1269https://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2022-1269/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A work-family enrichment model of perceived overqualification: the moderating role of flexibility human resource practiceshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1371/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis research focuses on the work–family facilitation process to theorize and examine the potential positive impact of perceived overqualification (POQ) on an individual’s work–family interface. Drawing on social cognitive theory of self-regulation, this research identifies work–family balance self-efficacy (WFBSE) as a motivational mechanism through which POQ affects work engagement. Additionally, it proposes flexibility human resource (HR) practices as a key moderator of this process. This research collected multi-wave time-lagged data from 342 managers in the hospitality industry. The research focused on managers with the title of headwaiter and above, while front-line service personnel were not included. The results showed that POQ had an indirect positive relationship with work engagement via WFBSE. The results also showed that employee-experienced flexibility HR practices moderated the effectiveness of WFBSE in translating POQ into work engagement. This research provides guidance and insights into how HRM systems can be customized to sustain positive outcomes in situations of overqualification. It is crucial that hotels offer flexibility options or individualization of work arrangements for overqualified employees. The potential positive impact of POQ on employees’ work–family interface has been neglected. In addition, prior research has devoted little attention to potential organizational factors that enhance the positive effects of POQ. By examining the mediating and moderating effects, this research aims to explain how and under what conditions POQ facilitates work engagement.A work-family enrichment model of perceived overqualification: the moderating role of flexibility human resource practices
Yan Li, Shumei Jin, Qi Chen, Steven J. Armstrong
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This research focuses on the work–family facilitation process to theorize and examine the potential positive impact of perceived overqualification (POQ) on an individual’s work–family interface. Drawing on social cognitive theory of self-regulation, this research identifies work–family balance self-efficacy (WFBSE) as a motivational mechanism through which POQ affects work engagement. Additionally, it proposes flexibility human resource (HR) practices as a key moderator of this process.

This research collected multi-wave time-lagged data from 342 managers in the hospitality industry. The research focused on managers with the title of headwaiter and above, while front-line service personnel were not included.

The results showed that POQ had an indirect positive relationship with work engagement via WFBSE. The results also showed that employee-experienced flexibility HR practices moderated the effectiveness of WFBSE in translating POQ into work engagement.

This research provides guidance and insights into how HRM systems can be customized to sustain positive outcomes in situations of overqualification. It is crucial that hotels offer flexibility options or individualization of work arrangements for overqualified employees.

The potential positive impact of POQ on employees’ work–family interface has been neglected. In addition, prior research has devoted little attention to potential organizational factors that enhance the positive effects of POQ. By examining the mediating and moderating effects, this research aims to explain how and under what conditions POQ facilitates work engagement.

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A work-family enrichment model of perceived overqualification: the moderating role of flexibility human resource practices10.1108/IJCHM-11-2022-1371International Journal of Contemporary Hospitality Management2023-07-18© 2023 Emerald Publishing LimitedYan LiShumei JinQi ChenSteven J. ArmstrongInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-1810.1108/IJCHM-11-2022-1371https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1371/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Robotic service quality, authenticity, and revisit intention to restaurants in China: extending cognitive appraisal theoryhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1396/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestUsing cognitive appraisal theory, this study aims to propose and test an integrated framework – comprising robotic service quality, robotic service authenticity, customer existential authenticity and customer revisit intention – on diners with experience using robotic technology in restaurants. The moderating role of robotic appearance is in the hypothesised relationship. Data was gathered through a Web-based survey delivered to 428 diners who had experience using robotic services in restaurants in China. The hypotheses were analysed using a structural equation model and multi-group analysis was used to analyse the moderating effect. The findings indicate that functional service quality positively influences robotic service authenticity and existential authenticity. However, technical service quality only affects existential authenticity, which leads to revisit intention. Robotic appearance moderated the relationship between functional service quality and service authenticity. Restaurateurs should enhance robotic service authenticity, existential authenticity and revisit intention by improving robotic technical service collaborating with robot manufacturers and operators. Focusing on cognitive appraisal theory, the findings serve as a starting point for investigating robotic service quality and authenticity in robotic service settings theoretically and empirically.Robotic service quality, authenticity, and revisit intention to restaurants in China: extending cognitive appraisal theory
Hanqun Song, Huijun Yang, Erose Sthapit
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Using cognitive appraisal theory, this study aims to propose and test an integrated framework – comprising robotic service quality, robotic service authenticity, customer existential authenticity and customer revisit intention – on diners with experience using robotic technology in restaurants. The moderating role of robotic appearance is in the hypothesised relationship.

Data was gathered through a Web-based survey delivered to 428 diners who had experience using robotic services in restaurants in China. The hypotheses were analysed using a structural equation model and multi-group analysis was used to analyse the moderating effect.

The findings indicate that functional service quality positively influences robotic service authenticity and existential authenticity. However, technical service quality only affects existential authenticity, which leads to revisit intention. Robotic appearance moderated the relationship between functional service quality and service authenticity.

Restaurateurs should enhance robotic service authenticity, existential authenticity and revisit intention by improving robotic technical service collaborating with robot manufacturers and operators.

Focusing on cognitive appraisal theory, the findings serve as a starting point for investigating robotic service quality and authenticity in robotic service settings theoretically and empirically.

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Robotic service quality, authenticity, and revisit intention to restaurants in China: extending cognitive appraisal theory10.1108/IJCHM-11-2022-1396International Journal of Contemporary Hospitality Management2023-10-19© 2023 Emerald Publishing LimitedHanqun SongHuijun YangErose SthapitInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-1910.1108/IJCHM-11-2022-1396https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1396/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
A review of studies on tourism and climate change from 2007 to 2021https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1397/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to review empirical studies on the relationship between climate change and tourism for a period of 15 years, from 2007 to 2021. The main variables analyzed were research subjects, topics and economic development levels. Literature review was used to analyze articles published on climate change and tourism from 2007 to 2021. A staged article selection process was followed using the Scopus database. Statistical comparison tests found differences among sub-groupings of articles. The research articles on climate change and tourism continued their upward trajectory until 2021. The 893 articles analyzed were published in 254 different journals, with over 60% from non-tourism or cross-disciplinary journals. Significant differences were found by time period and between developed and developing countries. Gaps in the literature were detected with respect to policy analysis and it was concluded that the research for developing nations remains insufficient. More research should be encouraged to focus on the situation and solutions to climate change and tourism in developing countries. Additional research is also needed on biodiversity declines in destinations because of climate change. This research dealt exclusively with empirical research studies in academic articles. It compared results across three different time periods and between developing and developed countries. Statistical tests supported the comparisons.A review of studies on tourism and climate change from 2007 to 2021
Su-Lan Pan, Lingqiong Wu, Alastair M. Morrison
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

The purpose of this study is to review empirical studies on the relationship between climate change and tourism for a period of 15 years, from 2007 to 2021. The main variables analyzed were research subjects, topics and economic development levels.

Literature review was used to analyze articles published on climate change and tourism from 2007 to 2021. A staged article selection process was followed using the Scopus database. Statistical comparison tests found differences among sub-groupings of articles.

The research articles on climate change and tourism continued their upward trajectory until 2021. The 893 articles analyzed were published in 254 different journals, with over 60% from non-tourism or cross-disciplinary journals. Significant differences were found by time period and between developed and developing countries.

Gaps in the literature were detected with respect to policy analysis and it was concluded that the research for developing nations remains insufficient. More research should be encouraged to focus on the situation and solutions to climate change and tourism in developing countries. Additional research is also needed on biodiversity declines in destinations because of climate change.

This research dealt exclusively with empirical research studies in academic articles. It compared results across three different time periods and between developing and developed countries. Statistical tests supported the comparisons.

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A review of studies on tourism and climate change from 2007 to 202110.1108/IJCHM-11-2022-1397International Journal of Contemporary Hospitality Management2023-07-04© 2023 Emerald Publishing LimitedSu-Lan PanLingqiong WuAlastair M. MorrisonInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-0410.1108/IJCHM-11-2022-1397https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1397/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurantshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1448/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestWith the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across restaurant segments remains limited. Therefore, building upon expectancy theory, this study aims to propose a trust-based mechanism to explain customers’ support for AI-based service robots. For cross-segment validation, data were collected from online survey participants under the scenarios of experiencing AI service robots in luxury (n = 428), fine-dining (n = 420), casual (n = 409) and quick-service (n = 410) restaurant scenarios. In all four segments, trust in technology increased willingness to accept AI service robots, which was then positively related to customers’ support for AI-based service robots. Meanwhile, customers’ AI performance expectancy mediated the relationship between trust in technology and willingness to accept AI service robots. On the other hand, at luxury, fine-dining and casual restaurants, males perceived a stronger positive relationship between trust in technology and AI performance expectancy. No generational differences were found in the four restaurant segments between trust in technology and AI performance expectancy. To the best of the authors’ knowledge, this study is one of the first attempts in hospitality research to examine cross-segment validation of customers’ responses to AI-based service robots in the luxury, fine-dining, casual and quick-service restaurant segments.Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurants
Yao-Chin Wang, Avraam Papastathopoulos
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

With the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across restaurant segments remains limited. Therefore, building upon expectancy theory, this study aims to propose a trust-based mechanism to explain customers’ support for AI-based service robots.

For cross-segment validation, data were collected from online survey participants under the scenarios of experiencing AI service robots in luxury (n = 428), fine-dining (n = 420), casual (n = 409) and quick-service (n = 410) restaurant scenarios.

In all four segments, trust in technology increased willingness to accept AI service robots, which was then positively related to customers’ support for AI-based service robots. Meanwhile, customers’ AI performance expectancy mediated the relationship between trust in technology and willingness to accept AI service robots. On the other hand, at luxury, fine-dining and casual restaurants, males perceived a stronger positive relationship between trust in technology and AI performance expectancy. No generational differences were found in the four restaurant segments between trust in technology and AI performance expectancy.

To the best of the authors’ knowledge, this study is one of the first attempts in hospitality research to examine cross-segment validation of customers’ responses to AI-based service robots in the luxury, fine-dining, casual and quick-service restaurant segments.

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Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurants10.1108/IJCHM-11-2022-1448International Journal of Contemporary Hospitality Management2023-06-21© 2023 Emerald Publishing LimitedYao-Chin WangAvraam PapastathopoulosInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-06-2110.1108/IJCHM-11-2022-1448https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1448/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
How CEO responsible leadership shapes corporate social responsibility and organization performance: the roles of organizational climates and CEO founder statushttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1498/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to investigate how chief executive officer (CEO) responsible leadership impacts corporate social responsibility (CSR) and organization performance by considering diverse organizational climates (including ethical, service and initiative climates) as mediators and CEO founder status as a moderator. This study analyzed survey data from 212 service organizations in China with structural equation modeling. The results clearly established that CEO responsible leadership played a crucial role in augmenting both CSR and organization performance by shaping positive organizational climates. Notably, CEO responsible leadership significantly fostered ethical, service and initiative climates. Furthermore, an ethical climate promoted CSR and organization performance, whereas service and initiative climates specifically enhanced organization performance. Additionally, responsible CEOs with founder status exhibited a higher propensity for enhancing ethical, service and initiative climates within service organizations. Service organizations should take measures to build CEO responsible leadership, especially for CEOs with founder status. Furthermore, service organizations should motivate employees to reach consensus on ethical conducts, superior service and proactive approach to work. First, the findings on CEO responsible leadership’s effects on CSR and organization performance extend the research on responsible leadership outcomes. Second, this paper adds to responsible leadership literature through exploring the mediating effects of ethical, service and initiative climates. Finally, the finding on the moderating role of founder CEOs offers a novel perspective regarding the boundary condition of the effects of CEO responsible leadership.How CEO responsible leadership shapes corporate social responsibility and organization performance: the roles of organizational climates and CEO founder status
Zhao Wang, Yijiao Ye, Xuefeng Liu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to investigate how chief executive officer (CEO) responsible leadership impacts corporate social responsibility (CSR) and organization performance by considering diverse organizational climates (including ethical, service and initiative climates) as mediators and CEO founder status as a moderator.

This study analyzed survey data from 212 service organizations in China with structural equation modeling.

The results clearly established that CEO responsible leadership played a crucial role in augmenting both CSR and organization performance by shaping positive organizational climates. Notably, CEO responsible leadership significantly fostered ethical, service and initiative climates. Furthermore, an ethical climate promoted CSR and organization performance, whereas service and initiative climates specifically enhanced organization performance. Additionally, responsible CEOs with founder status exhibited a higher propensity for enhancing ethical, service and initiative climates within service organizations.

Service organizations should take measures to build CEO responsible leadership, especially for CEOs with founder status. Furthermore, service organizations should motivate employees to reach consensus on ethical conducts, superior service and proactive approach to work.

First, the findings on CEO responsible leadership’s effects on CSR and organization performance extend the research on responsible leadership outcomes. Second, this paper adds to responsible leadership literature through exploring the mediating effects of ethical, service and initiative climates. Finally, the finding on the moderating role of founder CEOs offers a novel perspective regarding the boundary condition of the effects of CEO responsible leadership.

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How CEO responsible leadership shapes corporate social responsibility and organization performance: the roles of organizational climates and CEO founder status10.1108/IJCHM-11-2022-1498International Journal of Contemporary Hospitality Management2023-08-11© 2023 Emerald Publishing LimitedZhao WangYijiao YeXuefeng LiuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-1110.1108/IJCHM-11-2022-1498https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1498/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The theory of sustainability values and travel behaviorhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1512/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper reports the results of research that examines the interrelationships between efficacy of sustainability values (SV) and pro-sustainable behaviors of potential tourists. A partially mediated model is postulated and tested to help explain additional error variance in predicting consumers’ destination choice decisions in tourism, hence voiding a critical research gap. Coined as the “environmentally intellectualist behavior,” a new mediator variable is tested to explain additional error variance in human-value models. The study is based on data collected from two representative samples of potential tourists from the USA and Canada. Data analyses include exploratory and confirmatory factor analyses that were used to examine the underlying domain structures of SV, followed by a predictive model using structural equation modeling. The study findings suggest that values are salient factors that underlie pro-sustainable tourism and travel behavior. Moreover, the results confirm the existence of a higher-order sustainability construct. The study contributes original insights to the field by demonstrating that there are direct and indirect positive relationships between SV, environmental behaviors and decisions of consumers who take a pro-sustainable stance when traveling. By modeling values as antecedents to attitudes and testing interrelationships between SV and the mediator variables coined as the environmentally intellectual behavior, the authors developed and tested a predictive model to explain destination- and product choice decisions. The model tested herein advances the value theory in two fundamental ways: first, this study demonstrates that SV can be modeled as higher-order factors. Second, values are antecedents to attitude and other variables, therefore must be included in consumer behavior models. Finally, the culture or origin of tourists matters when examining the impact of values on tourists’ choice decisions. Political actions and environmental attitudes can be modeled as mediators to explain additional error variance.The theory of sustainability values and travel behavior
Ercan Sirakaya Turk, Omid Oshriyeh, Ali Iskender, Haywantee Ramkissoon, Haylee Uecker Mercado
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper reports the results of research that examines the interrelationships between efficacy of sustainability values (SV) and pro-sustainable behaviors of potential tourists. A partially mediated model is postulated and tested to help explain additional error variance in predicting consumers’ destination choice decisions in tourism, hence voiding a critical research gap. Coined as the “environmentally intellectualist behavior,” a new mediator variable is tested to explain additional error variance in human-value models.

The study is based on data collected from two representative samples of potential tourists from the USA and Canada. Data analyses include exploratory and confirmatory factor analyses that were used to examine the underlying domain structures of SV, followed by a predictive model using structural equation modeling.

The study findings suggest that values are salient factors that underlie pro-sustainable tourism and travel behavior. Moreover, the results confirm the existence of a higher-order sustainability construct. The study contributes original insights to the field by demonstrating that there are direct and indirect positive relationships between SV, environmental behaviors and decisions of consumers who take a pro-sustainable stance when traveling.

By modeling values as antecedents to attitudes and testing interrelationships between SV and the mediator variables coined as the environmentally intellectual behavior, the authors developed and tested a predictive model to explain destination- and product choice decisions. The model tested herein advances the value theory in two fundamental ways: first, this study demonstrates that SV can be modeled as higher-order factors. Second, values are antecedents to attitude and other variables, therefore must be included in consumer behavior models. Finally, the culture or origin of tourists matters when examining the impact of values on tourists’ choice decisions. Political actions and environmental attitudes can be modeled as mediators to explain additional error variance.

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The theory of sustainability values and travel behavior10.1108/IJCHM-12-2022-1512International Journal of Contemporary Hospitality Management2023-08-18© 2023 Emerald Publishing LimitedErcan Sirakaya TurkOmid OshriyehAli IskenderHaywantee RamkissoonHaylee Uecker MercadoInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-08-1810.1108/IJCHM-12-2022-1512https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1512/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Customer acceptance of humanoid service robots in hotels: moderating effects of service voluntariness and culturehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1523/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to propose a research model integrating technology acceptance model 3 (TAM3) constructs and human aspects of humanoid service robots (HSRs), measured by the Godspeed questionnaire series and tested across two hotel properties in Japan and the USA. Potential participants were approached randomly by email invitation. A final sample size of 395 across two hotels, one in Japan and the other in the USA, was obtained, and the data were analysed using structural equation modelling. The results confirm that perceived usefulness, driven by subjective norms and output quality, and perceived ease of use, driven by perceived enjoyment and absence of anxiety, are the immediate direct determinants of users’ re-patronage intentions for HSRs. Results also showed that users prefer anthropomorphism, perceived intelligence and the safety of an HSR for reusing it. The findings have practical implications for the hospitality industry, suggesting multiple attributes of an HSRs that managers need to consider before deploying them in their properties. The current study proposes an integrated model determining factors that affect the re-patronage of HSRs in hotels.Customer acceptance of humanoid service robots in hotels: moderating effects of service voluntariness and culture
Narjess Said, Kaouther Ben Mansour, Nedra Bahri-Ammari, Anish Yousaf, Abhishek Mishra
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to propose a research model integrating technology acceptance model 3 (TAM3) constructs and human aspects of humanoid service robots (HSRs), measured by the Godspeed questionnaire series and tested across two hotel properties in Japan and the USA.

Potential participants were approached randomly by email invitation. A final sample size of 395 across two hotels, one in Japan and the other in the USA, was obtained, and the data were analysed using structural equation modelling.

The results confirm that perceived usefulness, driven by subjective norms and output quality, and perceived ease of use, driven by perceived enjoyment and absence of anxiety, are the immediate direct determinants of users’ re-patronage intentions for HSRs. Results also showed that users prefer anthropomorphism, perceived intelligence and the safety of an HSR for reusing it.

The findings have practical implications for the hospitality industry, suggesting multiple attributes of an HSRs that managers need to consider before deploying them in their properties.

The current study proposes an integrated model determining factors that affect the re-patronage of HSRs in hotels.

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Customer acceptance of humanoid service robots in hotels: moderating effects of service voluntariness and culture10.1108/IJCHM-12-2022-1523International Journal of Contemporary Hospitality Management2023-07-10© 2023 Emerald Publishing LimitedNarjess SaidKaouther Ben MansourNedra Bahri-AmmariAnish YousafAbhishek MishraInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-1010.1108/IJCHM-12-2022-1523https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1523/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Consumer intention to use service robots: a cognitive–affective–conative frameworkhttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1528/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDrawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses. A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses. The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers’ positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers’ negative affect, which in turn positively affects consumer acceptance intention. This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector. Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human–robot interactions.Consumer intention to use service robots: a cognitive–affective–conative framework
Dan Huang, Qiurong Chen, Songshan (Sam) Huang, Xinyi Liu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses.

A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses.

The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers’ positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers’ negative affect, which in turn positively affects consumer acceptance intention.

This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector.

Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human–robot interactions.

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Consumer intention to use service robots: a cognitive–affective–conative framework10.1108/IJCHM-12-2022-1528International Journal of Contemporary Hospitality Management2023-07-13© 2023 Emerald Publishing LimitedDan HuangQiurong ChenSongshan (Sam) HuangXinyi LiuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-1310.1108/IJCHM-12-2022-1528https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1528/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
An exploration of employees’ experiences of online food delivery: evidence from employee reviewshttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1540/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestOnline food delivery service has evolved swiftly and stretched the bounds of the catering business. In the gig economy, being a food delivery rider draws employees with the promise of flexibility and independence. To this end, the purpose of this paper is to explore the main themes shared in online reviews by food delivery riders and which of these themes are linked to positive and negative ratings. The authors used 729 employee reviews posted on the Glassdoor website. In addition, they used content analysis to examine reviews of Uber Eats online food ordering company shared by food delivery riders on an online platform. The results of this study include seven main themes: “earning,” “customers,” “orders,” “tips,” “car,” “flexible schedule” and “app” (navigation). Positive concepts are associated with “earning,” “orders,” “tips” and “flexible schedule.” Negative themes are linked to the “app” (navigation), “car” and “customers.” Management should consider online reviews as employees’ opinions and voices. Specifically, management should provide financial support to employees for car maintenance, offer insurance for income stability and arrange training programs to enable them to use several tip-enhancing behaviors. No research has been conducted using online reviews from an employment search engine to investigate employees’ experiences of online food delivery. To the best of the authors’ knowledge, this study is one of the first attempts using user-generated content from an employment search engine to explore employees’ experiences.An exploration of employees’ experiences of online food delivery: evidence from employee reviews
Mehmet Bahri Saydam, Jacek Borzyszkowski, Osman M. Karatepe
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Online food delivery service has evolved swiftly and stretched the bounds of the catering business. In the gig economy, being a food delivery rider draws employees with the promise of flexibility and independence. To this end, the purpose of this paper is to explore the main themes shared in online reviews by food delivery riders and which of these themes are linked to positive and negative ratings.

The authors used 729 employee reviews posted on the Glassdoor website. In addition, they used content analysis to examine reviews of Uber Eats online food ordering company shared by food delivery riders on an online platform.

The results of this study include seven main themes: “earning,” “customers,” “orders,” “tips,” “car,” “flexible schedule” and “app” (navigation). Positive concepts are associated with “earning,” “orders,” “tips” and “flexible schedule.” Negative themes are linked to the “app” (navigation), “car” and “customers.”

Management should consider online reviews as employees’ opinions and voices. Specifically, management should provide financial support to employees for car maintenance, offer insurance for income stability and arrange training programs to enable them to use several tip-enhancing behaviors.

No research has been conducted using online reviews from an employment search engine to investigate employees’ experiences of online food delivery. To the best of the authors’ knowledge, this study is one of the first attempts using user-generated content from an employment search engine to explore employees’ experiences.

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An exploration of employees’ experiences of online food delivery: evidence from employee reviews10.1108/IJCHM-12-2022-1540International Journal of Contemporary Hospitality Management2023-10-26© 2023 Emerald Publishing LimitedMehmet Bahri SaydamJacek BorzyszkowskiOsman M. KaratepeInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-2610.1108/IJCHM-12-2022-1540https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1540/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Understanding the process of a new product category from birth to maturity in the restaurant market: a knowledge evolution perspectivehttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1568/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to explore a new restaurant category’s development from birth to maturity, thereby explaining the rationale for category innovation strategies. The authors conducted a qualitative case study analysis of the New Chinese-style Fusion Restaurant category’s development from birth to maturity. Thematic analysis was conducted on data collected from semi-structured interviews and textual information. A new restaurant category’s maturation is determined by the formation of society’s shared knowledge about the category’s crucial attributes, which is an outcome of market participants’ category-related social practices. The authors develop a novel, four-stage framework for the socialized construction of this shared knowledge: a knowledge creation (KC), knowledge diffusion (KD), knowledge integration (KI) and knowledge structuralization (KS). This knowledge evolution along this KC–KD–KI–KS sequence can holistically describe the category maturation process. This framework can help understand the rationale for a restaurant category’s maturation by analyzing the interrelationships among market participants’ social practices, knowledge-related activities and market development. This study explains how market participants’ knowledge-related activities facilitate a new restaurant category’s maturation. This can help restaurant managers cope with increasingly homogeneous competition by applying a category-innovation strategy. This study extends product categorization research on restaurants by articulating a product category’s maturation process from a knowledge perspective.Understanding the process of a new product category from birth to maturity in the restaurant market: a knowledge evolution perspective
Yong Rao, Meijia Fang, Chao Liu, Xinying Xu
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

This study aims to explore a new restaurant category’s development from birth to maturity, thereby explaining the rationale for category innovation strategies.

The authors conducted a qualitative case study analysis of the New Chinese-style Fusion Restaurant category’s development from birth to maturity. Thematic analysis was conducted on data collected from semi-structured interviews and textual information.

A new restaurant category’s maturation is determined by the formation of society’s shared knowledge about the category’s crucial attributes, which is an outcome of market participants’ category-related social practices. The authors develop a novel, four-stage framework for the socialized construction of this shared knowledge: a knowledge creation (KC), knowledge diffusion (KD), knowledge integration (KI) and knowledge structuralization (KS). This knowledge evolution along this KC–KD–KI–KS sequence can holistically describe the category maturation process. This framework can help understand the rationale for a restaurant category’s maturation by analyzing the interrelationships among market participants’ social practices, knowledge-related activities and market development.

This study explains how market participants’ knowledge-related activities facilitate a new restaurant category’s maturation. This can help restaurant managers cope with increasingly homogeneous competition by applying a category-innovation strategy.

This study extends product categorization research on restaurants by articulating a product category’s maturation process from a knowledge perspective.

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Understanding the process of a new product category from birth to maturity in the restaurant market: a knowledge evolution perspective10.1108/IJCHM-12-2022-1568International Journal of Contemporary Hospitality Management2023-10-05© 2023 Emerald Publishing LimitedYong RaoMeijia FangChao LiuXinying XuInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-0510.1108/IJCHM-12-2022-1568https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1568/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
The background of restaurant employees’ revenge intention: supervisor incivility, organizational gossip, and blaming othershttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1614/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestSupervisor incivility and organizational gossip are two examples of dark organizational behaviors. Norm of reciprocity theory suggests that employees may develop revenge intentions after exposure to such behaviors while attributing blame to others. This study aims to empirically investigate the mediating effect of blaming others on the impact of supervisor incivility and negative organizational gossip on revenge intention. Confirmatory factor analysis (CFA) was performed to test the measurement model. Structural equation model was used to test the research hypotheses based on data gathered in Turkey from restaurant employees in Mersin Marina selected by convenience sampling. Data set that consists of 239 questionnaires was subjected to CFA. The findings show that negative organizational gossip and supervisor incivility increase to employees’ revenge intentions, and blaming others mediates the impact of supervisor incivility and negative organizational gossip no employees’ revenge intentions. In addition, blaming others mediates the impact of supervisor incivility and negative organizational gossip on employees’ revenge intentions. Empirical study has not been encountered related to dark behaviors of (especially gossip, incivility, blame and revenge intention) restaurant managers and employees as a holistic model. Therefore, this paper contributes to organizational behavior literature. Moreover, this paper suggests to restaurant managers for supply to organizational peace.The background of restaurant employees’ revenge intention: supervisor incivility, organizational gossip, and blaming others
Yilmaz Akgunduz, Sabahat Ceylin Sanli Kayran, Uğurcan Metin
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Supervisor incivility and organizational gossip are two examples of dark organizational behaviors. Norm of reciprocity theory suggests that employees may develop revenge intentions after exposure to such behaviors while attributing blame to others. This study aims to empirically investigate the mediating effect of blaming others on the impact of supervisor incivility and negative organizational gossip on revenge intention.

Confirmatory factor analysis (CFA) was performed to test the measurement model. Structural equation model was used to test the research hypotheses based on data gathered in Turkey from restaurant employees in Mersin Marina selected by convenience sampling. Data set that consists of 239 questionnaires was subjected to CFA.

The findings show that negative organizational gossip and supervisor incivility increase to employees’ revenge intentions, and blaming others mediates the impact of supervisor incivility and negative organizational gossip no employees’ revenge intentions. In addition, blaming others mediates the impact of supervisor incivility and negative organizational gossip on employees’ revenge intentions.

Empirical study has not been encountered related to dark behaviors of (especially gossip, incivility, blame and revenge intention) restaurant managers and employees as a holistic model. Therefore, this paper contributes to organizational behavior literature. Moreover, this paper suggests to restaurant managers for supply to organizational peace.

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The background of restaurant employees’ revenge intention: supervisor incivility, organizational gossip, and blaming others10.1108/IJCHM-12-2022-1614International Journal of Contemporary Hospitality Management2023-07-04© 2023 Emerald Publishing LimitedYilmaz AkgunduzSabahat Ceylin Sanli KayranUğurcan MetinInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-0410.1108/IJCHM-12-2022-1614https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1614/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Gamification design: toward developing image perception scales for generation Z consumershttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1616/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDrawing from the Personal Construct Theory, this study aims to analyze the impact of using gamified apps on user behavior by investigating the service-related images and individual preferences of Generation Z (GenZ) consumers, as these emerge from gamified applications in a tourism context. The repertory grid analysis (RGA) elicited the top elements that reflect GenZer perceptions in tourism from empirical studies in the UK and Greece. Generalized procrustes analysis was used to investigate the structure of the data for the creation of representative consensus biplots of the most important conceptual constructs to advance consumer decision-making modeling via gamification. As per different gamified app best-practices considered, the authors extract not only common perceptual elements (e.g. place informative aspects, exploration, lodgings, food/catering) but also different image components (e.g. virtual/interactive, business vs commercial traveling, entertainment, heritage/cultural informative aspects) from comparing UK with Greek GenZers’ responses. These extracted attributes are then presented in two dimensional charts, respectively, toward creating tourist perception scales. Notwithstanding the wide availability of gamified apps, research on gamification design in tourism and hospitality is still in the early phase. This study demonstrates the need to identify and optimize the formation of different images among GenZers. It also highlights the advantageous nature of the proposed combination of procrustes analysis with the RGA. To the best of the authors’ knowledge, this research is among the first empirical ones toward creating scales for measuring tourist perceptions of GenZers coming from different consumer markets. It responds to scholars’ recent calls for better informing gamification design and improving contemporary consumer experience.Gamification design: toward developing image perception scales for generation Z consumers
Nikolaos Stylos, Chris A. Vassiliadis
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

Drawing from the Personal Construct Theory, this study aims to analyze the impact of using gamified apps on user behavior by investigating the service-related images and individual preferences of Generation Z (GenZ) consumers, as these emerge from gamified applications in a tourism context.

The repertory grid analysis (RGA) elicited the top elements that reflect GenZer perceptions in tourism from empirical studies in the UK and Greece. Generalized procrustes analysis was used to investigate the structure of the data for the creation of representative consensus biplots of the most important conceptual constructs to advance consumer decision-making modeling via gamification.

As per different gamified app best-practices considered, the authors extract not only common perceptual elements (e.g. place informative aspects, exploration, lodgings, food/catering) but also different image components (e.g. virtual/interactive, business vs commercial traveling, entertainment, heritage/cultural informative aspects) from comparing UK with Greek GenZers’ responses. These extracted attributes are then presented in two dimensional charts, respectively, toward creating tourist perception scales.

Notwithstanding the wide availability of gamified apps, research on gamification design in tourism and hospitality is still in the early phase. This study demonstrates the need to identify and optimize the formation of different images among GenZers. It also highlights the advantageous nature of the proposed combination of procrustes analysis with the RGA.

To the best of the authors’ knowledge, this research is among the first empirical ones toward creating scales for measuring tourist perceptions of GenZers coming from different consumer markets. It responds to scholars’ recent calls for better informing gamification design and improving contemporary consumer experience.

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Gamification design: toward developing image perception scales for generation Z consumers10.1108/IJCHM-12-2022-1616International Journal of Contemporary Hospitality Management2023-10-13© 2023 Emerald Publishing LimitedNikolaos StylosChris A. VassiliadisInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-10-1310.1108/IJCHM-12-2022-1616https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1616/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Influence of social identity on service sabotage in hospitality organizations: cross-level roles of job embeddedness, organizational identification and supervisor supporthttps://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1622/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestOn the basis of social identity theory, the purpose of this study is to simultaneously examine how social-based identity (i.e. organizational identification and supervisor support) and personal-based identity (i.e. work-related characteristics and job embeddedness) influence employees’ service sabotage. By using a sample of 685 employee–customer dyads, this study investigated whether the cross-level moderating roles of organizational identification and supervisor support can activate linkage between work-related characteristics and job embeddedness. The results of this study indicated that job embeddedness mediates the multiple cross-level effects of organizational identification, supervisor support and work-related characteristics on service sabotage. Moreover, work-related characteristics influence job embeddedness more positively in higher than lower levels of organizational identification and supervisor support. This study provides a valuable approach to effective management practices, helps to clarify identification at work and expands perceived external prestige for hospitality companies. These findings support that identity in organizations can be recognized as one of the fundamental concepts that influence individual psychological traits, capabilities, bodily attributes, group classifications and organizational effectiveness.Influence of social identity on service sabotage in hospitality organizations: cross-level roles of job embeddedness, organizational identification and supervisor support
Chung-Jen Wang
International Journal of Contemporary Hospitality Management, Vol. ahead-of-print, No. ahead-of-print, pp.-

On the basis of social identity theory, the purpose of this study is to simultaneously examine how social-based identity (i.e. organizational identification and supervisor support) and personal-based identity (i.e. work-related characteristics and job embeddedness) influence employees’ service sabotage.

By using a sample of 685 employee–customer dyads, this study investigated whether the cross-level moderating roles of organizational identification and supervisor support can activate linkage between work-related characteristics and job embeddedness.

The results of this study indicated that job embeddedness mediates the multiple cross-level effects of organizational identification, supervisor support and work-related characteristics on service sabotage. Moreover, work-related characteristics influence job embeddedness more positively in higher than lower levels of organizational identification and supervisor support.

This study provides a valuable approach to effective management practices, helps to clarify identification at work and expands perceived external prestige for hospitality companies.

These findings support that identity in organizations can be recognized as one of the fundamental concepts that influence individual psychological traits, capabilities, bodily attributes, group classifications and organizational effectiveness.

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Influence of social identity on service sabotage in hospitality organizations: cross-level roles of job embeddedness, organizational identification and supervisor support10.1108/IJCHM-12-2022-1622International Journal of Contemporary Hospitality Management2023-07-10© 2023 Emerald Publishing LimitedChung-Jen WangInternational Journal of Contemporary Hospitality Managementahead-of-printahead-of-print2023-07-1010.1108/IJCHM-12-2022-1622https://www.emerald.com/insight/content/doi/10.1108/IJCHM-12-2022-1622/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited