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Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops

International Journal of Hospitality Management·Paid Content ·28 December 2018
This research aimed to identify structural associations among image, satisfaction, trust, lovemarks (love and respect for a particular brand) and brand loyalty for name-brand coffee shops. A total of 401 pieces of data were analyzed through the SPSS and AMOS statistical packages.

Foundations of hospitality performance measurement research: A co-citation approach

International Journal of Hospitality Management·Paid Content ·19 December 2018
Studies related to hospitality performance measurement have expanded and matured, leading to diversity in the themes and topics of papers published on the subject. Though many papers have highlighted the trends, clusters, and topics, the present article is the first known academic study attempting to explore the architectural structure of this research stream.

Consumer values and service quality perceptions of food truck experiences

International Journal of Hospitality Management·Paid Content ·18 December 2018
The purpose of this study was to identify factors affecting consumers’ intention to visit food trucks from both utilitarian and hedonic points of view and to identify the service attributes that consumers consider most important when visiting food trucks. Structural equation modeling (SEM) and an importance-performance analysis (IPA) were conducted with a sample of 467 responses.

Enhancing customer trust in peer-to-peer accommodation: A "soft" strategy via social presence

International Journal of Hospitality Management·Paid Content ·18 December 2018
Despite its global popularity, the Web-based Peer-to-Peer (P2P) accommodation platform (e.g. Airbnb, Xiaozhu.com) commonly suffers insufficient customer trust due to its lean human/social elements.

Impact of data breach locality and error management on attitude and engagement

International Journal of Hospitality Management·Paid Content ·15 December 2018
Given the growing number of credit card transactions, data breaches have become an increasingly serious concern for hotel businesses. Even when a rival hotel experiences a data breach, customers of the focal hotel may feel vulnerable as well. Nevertheless, firms have little insight into the potential impacts of a data breach on customers and the corresponding recovery strategies.

Hotel guests' perceptions of environmental friendly practices in social media

International Journal of Hospitality Management·Paid Content ·28 November 2018
Despite hotels’ managers spend substantial time and money on environmental initiatives; they are not sure whether their guests perceive their green efforts appropriately. The purpose of this study is to analyze guests’ perceptions of hotels’ environmental practices expressed through social media.

Hospitality employment 2033: A backcasting perspective (invited paper for 'luminaries' special issue of International Journal of Hospitality Management) (H-index and Bio)

International Journal of Hospitality Management·Paid Content ·22 November 2018
Work in hospitality remain a persistent blemish with respect to one of the world’s fast growing economic sectors. Issues are represented across a wide spectrum of indicators and have not changed, in substance, since George Orwell’s challenging musings about the social value of such work in 1933. In this paper, we assess the extent to which change can be evidenced with respect to hospitality employment. We employ backcasting methodologies to delineate where hospitality employment should be by 2033. Finally, we map the steps that will be required to get there and, to achieve this, attribute responsibility to key players.

Campus foodservice experiences and student wellbeing: An integrative review for design and service interventions

International Journal of Hospitality Management·Paid Content ·22 November 2018
Based on a review of multidisciplinary literature, this paper explores the potential links between foodservice provision on university and college campuses and students’ wellbeing. The paper contends that on-campus foodservice provision contributes to positive student experiences, which can improve their overall wellbeing.

How do hotels operationalize their competitive intelligence efforts into their management processes? Proposing a holistic model

International Journal of Hospitality Management·Paid Content ·22 November 2018
The purpose of this study is to examine and develop a holistic competitive intelligence (CI) model that incorporates all CI efforts at the management level within an organization, including strategic, tactical, and operational levels. To achieve this goal, the researchers administered in-depth, semi-structured interviews with middle- level managers and supervisors in an independent, full-service hotel located in Hong Kong.

Making restaurant reviews useful and/or enjoyable? The impacts of temporal, explanatory, and sensory cues

International Journal of Hospitality Management·Paid Content ·22 November 2018
The purpose of this study is to explore the impacts of temporal, explanatory, and sensory cues on customers’ perceived usefulness and enjoyment toward restaurant online reviews.

Do price promotions drive consumer spending on luxury hotel services? The moderating roles of room price and user-generated content

International Journal of Hospitality Management·Paid Content ·21 November 2018
Price promotion, as price information, and user-generated content (UGC), as non-price information, play an important role in generating luxury hotel revenue. This study empirically investigates how price promotion influences actual consumer spending on luxury hotel services except room price, by considering the contingency role of room price and volume and valence of UGC.

Hotel performance: Rigor and relevant research topics

International Journal of Hospitality Management·Paid Content ·21 November 2018
Academic research (rigor) in alignment with practitioners’ challenges (relevancy) has been advocated as a way of overcoming the ivory tower syndrome. Performance measurement is at the heart of strategic management processes, as it provides a mechanism of demonstrating outcomes. Given the importance of this topic for both theory and practice, this article explores the contribution of academic outputs in terms of academic research outputs (rigor) and current practitioners’ needs (relevancy).

The entrepreneurship research in hospitality and tourism

International Journal of Hospitality Management·Paid Content ·21 November 2018
The purpose of this study is to review entrepreneurship research in hospitality and tourism (H&T), draw a map of the evolving domain, and propose a framework for future research. The entrepreneurship literature is categorized by identifying the antecedents and consequences in the context of H&T. The study findings suggest that entrepreneurship research subjects in H&T are extended from developed countries to emerging economies.

The asset light model: A blind spot in hospitality research

International Journal of Hospitality Management·Paid Content ·21 November 2018
This research note raises the question of the lack of critical appraisal of the asset light model. Its purpose is to trigger an in-depth exploration of the determinants of performance of the implementation of such decision.

The dark side of feeling trusted for hospitality employees: An investigation in two service contexts

International Journal of Hospitality Management·Paid Content ·30 September 2018
Emerging research appears to suggest that feeling trusted by management can facilitate employees’ organizational citizenship behavior (OCB). However, it is possible that feeling trusted can have negative effects on hospitality employees. In this paper, we draw on social exchange theory and self-determination theory to examine how feeling trusted can lead to potentially negative consequences for hospitality employees.

An analytical inquiry on timeshare research: A continuously growing segment in the hospitality industry

International Journal of Hospitality Management·Paid Content ·30 September 2018
This study provides an inquiry on research conducted on timeshare, through a collection of 133 academic papers from 69 journals, and 121 theses and dissertations from 29 countries. The results indicate an increasing trend in timeshare research, with 67% of papers published since 2000, and 37% of theses and dissertations in the last decade.

Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews

International Journal of Hospitality Management·Paid Content ·30 September 2018
Customer online reviews of hotels have significant business value in the e-commerce and big data era. Online textual reviews have an open-structured form, and the technical side, namely the linguistic attributes of online textual reviews, is still largely under-explored. Using a sample of 127,629 reviews from tripadvisor.com, this study predicts overall customer satisfaction using the technical attributes of online textual reviews and customers’ involvement in the review community.

Innovation, sustainable HRM and customer satisfaction

International Journal of Hospitality Management·Paid Content ·30 September 2018
The purpose of this paper is to explore how sustainable human resource management (HRM) practices impact the innovation-customer satisfaction relationship in Swedish hotels. Responding hotels were profiled into four groups based on their involvement in two sustainable HR practices.

A new dualistic approach to brand attitude: The role of passion among integrated resort customers

International Journal of Hospitality Management·Paid Content ·28 September 2018
Integrated resorts have recently become a very popular destination for tourists. However, there is a lack of knowledge about general customers’ behavior in the integrated resort setting. Thus, this study focused on the perceptions, emotions, and behavioral intentions of recreational customers who had previously visited an integrated resort. The authors examine the structural relationship among the cognitive (i.e., passion and motivation), affective (i.e., affective attitude), and conative intention outcome of general integrated resort customers.

Apple Pay: Coolness and embarrassment in the service encounter

International Journal of Hospitality Management·Paid Content ·28 September 2018
While Apple Pay as a payment method has become increasingly popular in the hospitality industry, there is scant research examining the psychological processes associated with its use. To address this gap, the present research investigates the interplay between payment method (Apple Pay vs. card payment) and service encounter outcome (success vs. failure) on consumer evaluations.

Intellectual structure of strategic management research in the hospitality management field: A co-citation analysis

International Journal of Hospitality Management·Paid Content ·27 September 2018
This study investigates the intellectual structure of strategic management (SM) research in the hospitality industry through co-citation analysis. This study analyzes the evolution of SM research from related SM articles inclusively published in hospitality- and tourism-focused journals as well as business- and management-focused journals from 1971 to 2016.

Using segmentation to compete in the age of the sharing economy: Testing a core-periphery framework

International Journal of Hospitality Management·Paid Content ·26 September 2018
Airbnb has emerged as a credible competitive threat to the hotel industry. Consequently, hotel brands are having to rethink the experiences they provide to customer in an increasingly competitive environment. Despite these trends in the industry, experience-related research that examines and informs these developments remains under-represented in the hospitality and tourism literature. The present study offers a systematic approach to examine the potential differences in experiential consumption in the accommodations industry.

The influence of customer-to-customer interactions on elderly consumers' satisfaction and social well-being

International Journal of Hospitality Management·Paid Content ·26 September 2018
This study highlights the valuable role the hospitality industry can play in addressing a societal problem by studying how social interactions between elderly consumers and other customers influence the satisfaction and social well-being of the former. The data were collected from 268 elderly consumers in local coffee shops in the United Kingdom using a self-administrated questionnaire.

Hotel environmental management initiative (HEMI) scale development

International Journal of Hospitality Management·Paid Content ·25 September 2018
Owing to a lack of construct reliability and validity of environmental management measurements, advancements in understanding hotels' environmental management practices have been somewhat limited. The goal of this paper is to propose a uniform and parsimonious scale that captures Hotels' Environmental Management Initiative (HEMI) with the most common three dimensions in the hotel industry: environmental resource conservation efforts, environmental policy and training, and environmental public relation efforts. After the refinement of the initial items, the scale was confirmed with cross-cultural data obtained from full-time hotel employees in two Asian countries.

Changing tires on a moving car: the role of timing in hospitality and service turnaround processes

International Journal of Hospitality Management·Paid Content ·21 September 2018
Corporate turnaround processes consist of two main strategies: retrenchment and recovery. Whereas retrenchment focuses on efficiency and cost reduction, recovery entails strategic repositioning for long-term growth. Prior research has emphasized the timing of turnaround strategies as critical for the overall turnaround success and proposed a sequential or simultaneous timing of retrenchment and recovery. However, a sequential timing of turnaround strategies may have important disadvantages in the particular context of the service sector, given that it may quickly lead to staff demotivation, declining service quality and loss of customers.

How do domestic and international high-end hotel brands receive and manage customer feedback?

International Journal of Hospitality Management·Paid Content ·13 September 2018
This study assesses social media content produced by customers and related review-management strategies of domestic and international hotel chains in Mainland China. Descriptive statistical methods and multilevel regression are employed.

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