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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, 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.

E-satisfaction and continuance intention: The moderator role of online ratings

International Journal of Hospitality Management·Paid Content ·12 September 2018
Given the growing importance of SNSs (social networking sites) in the online decision-making process, the authors present a new applied theory of motivation. Drawing from gratification theory, this study develops a causality model that links online informative motivation (OIM), e-satisfaction, and online ratings to guarantee the online customer’s continuance intention.

A multistage model to evaluate the efficiency the bar industry

International Journal of Hospitality Management·Paid Content ·29 August 2018
This research examines the efficiency of Spanish bar firms using a panel data of 1071 firms during the period 2005–2014. The analysis begins with the estimation of a dynamic multistage Data Envelopment Analysis (DEA) model to evaluate firm efficiency.

The missing link: Creating value with Social Media use in hotels

International Journal of Hospitality Management·Paid Content · 5 July 2018
Social Media has transformed the way firms relate to their markets. Hotels all over the world are increasingly using these tools, integrating them into their Customer Relationship Management (CRM) strategies to engage customers in active conversations. The use of Social Networking and Review Sites, like TripAdvisor, has become all pervasive, and hotels are investing large sums of money in engaging customers via Social Media.

Going keyless for a seamless experience: Insights from a unified hotel access control system

International Journal of Hospitality Management·Paid Content · 5 July 2018
Service providers are increasingly searching for new and innovative ways of providing customers with a seamless experience in the service environment. This paper used an engineering approach to service systems development and a model of technology acceptance as a conceptual lens through which to examine hotel guests’ acceptance of a unified hotel access control system (UHACS) for seamless hotel check-in and room access.

Green initiatives and their competitive advantage for the hotel industry in developing countries

International Journal of Hospitality Management·Paid Content · 5 July 2018
The purpose of this study is to identify the organisational capabilities that complement the adoption of a proactive environmental strategy, and the specific benefits that can arise from such a strategy. The study focuses on developing countries that depend heavily on the tourism industry, but where environmental problems challenge the future of this industry.

When organic food choices shape subsequent food choices: The interplay of gender and health consciousness

International Journal of Hospitality Management·Paid Content · 3 May 2018
Author(s): Joongwon Shin, Anna S. Mattila In response to the increasing demand for organic food, restaurants have begun to add such options to their menus. To illuminate the impact of organic food choices in a restaurant context, this research examines the joint effect of an initial organic food choice, gender and health consciousness on subsequent food choices (healthy vs. unhealthy). The findings suggest that males with low levels of health consciousness are more likely to choose unhealthy options when their initial choice is organic (vs. conventional). Such a tendency is attenuated among males with high levels of health consciousness. Conversely, females with low (vs. high) levels of health consciousness are more likely to choose unhealthy options regardless of their initial choice. Theoretical and managerial implications are discussed.

The effect of green human resource management on hotel employees' eco-friendly behavior and environmental performance

International Journal of Hospitality Management·Paid Content · 3 May 2018
Yong Joong Kim, Woo Gon Kim, Hyung-Min Choi, Kullada Phetvaroon The subject of human resource management in hotels' environmentally friendly management remains relatively underexplored. This study examines how to improve employees' eco-friendly behavior and hotels' environmental performance through green human resource management. The findings show that green human resource management enhances employees' organizational commitment, their eco-friendly behavior, and hotels' environmental performance. This study suggests that hotel top management and HR managers should establish green human resource management policies.

What do Airbnb users care about? An analysis of online review comments

International Journal of Hospitality Management·Paid Content · 2 May 2018
International Journal of Hospitality Management, Volume 76, Part A Author(s): Mingming Cheng, Xin Jin This study investigates the attributes that influence Airbnb users' experiences by analysing a 'big data' set of online review comments through the process of text mining and sentiment analysis. Findings reveal that Airbnb users tend to evaluate their experience based on a frame of reference derived from past hotel stays. Three key attributes identified in the data include 'location', 'amenities' and 'host'. Surprisingly, 'price' is not identified as a key influencer. The analysis suggests a positivity bias in Airbnb users' comments while negative sentiments are mostly caused by 'noise'. This research offers an alternative approach and more coherent understanding of the Airbnb experience. Methodologically, it contributes by illustrating how big data can be used and visually interpreted in tourism and hospitality studies.

From finance to marketing: Initial public offering ownership overhang and marketing in the hospitality industry

International Journal of Hospitality Management·Paid Content · 2 May 2018
Author(s): Minghui Ma, Jian Huang, Shan Lin, Shuai Yang Hospitality firms spend significant amounts on marketing activities post-IPO. It is critical to understand the driving force behind these firms' aggressive marketing strategies. This study examines the impact of Initial Public Offering (IPO) overhang on the marketing activity of newly public firms in the U.S. hospitality industry. IPO overhang measures the ownership retained by pre-existing shareholders who are mostly corporate insiders. Our results indicate that IPO overhang is positively associated with post-IPO marketing intensity up to three years post-IPO. Further, the marketing activity by newly public firms is associated with higher equity market liquidity, consistent with the view that marketing activity promotes equity market liquidity and thus facilitates insiders' exit.

An exploratory study of managerial approaches to food waste mitigation in coffee shops

International Journal of Hospitality Management·Paid Content · 2 May 2018
Author(s): Viachaslau Filimonau, Marija Krivcova, Frederica Pettit The hospitality industry generates substantial amounts of food waste. Although the issue has been politically recognised, it remains under-researched. Studies are limited in number and restricted in sectoral and geographical coverage. They have attempted to quantify and characterise food waste in hospitality ventures while the managerial approaches to its reduction have not been scrutinised. The coffee shop sub-sector of the hospitality industry has been entirely excluded from analysis. This study examined food waste in UK coffee shops through the managerial lens. While food waste represents a significant challenge, the managerial approaches to its minimisation are conservative and focus on disposal, rather than prevention.

Non-parametric regression for hypothesis testing in hospitality and tourism research

International Journal of Hospitality Management·Paid Content · 1 May 2018
Author(s): A. George Assaf, Mike Tsionas The goal of this paper is to promote the use of Non-Parametric Regression (NPR) for hypothesis testing in hospitality and tourism research. In contrast to linear regression models, NPR frees researchers from the need to impose a priori specification on functional forms, thus allowing more flexibility and less vulnerability to misspecification problems. Importantly, we discuss in this paper a Bayesian approach to NPR using a Gaussian Process Prior (GPP). We illustrate the advantages of this method using an interesting application on internationalization and hotel performance. Specifically, we show how in contrast to linear regression, NPR decreases the risk of making incorrect hypothesis statements by revealing the true and full relationship between the variables of interest.

Building loyalty through reward programs: The influence of perceptions of fairness and brand attachment

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Eunmin Hwang, Seyhmus Baloglu, Sarah Tanford Grounded in the Theory of Justice, perception of fairness is evaluated as a key element to enhance the effectiveness of loyalty programs. Using a robust sample of casino reward program members, the research examines the mediating roles of brand attachment and loyalty intention between perceptions of fairness and loyalty outcomes. The study introduces share-of-wallet as a critical outcome of the loyalty process. The results indicate that communication-based and value-based fairness significantly influence brand attachment and loyalty intention. Moreover, brand attachment has a stronger impact on share-of-wallet than loyalty intention does. The research yields guidance for hospitality marketers to structure effective and competitive loyalty programs.

Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Tang Yao, Qi Qiu, Yigang Wei High employee turnover has been a concern of the hotel practitioners and academics. Previous research more focused on reducing employee turnover by improving economic incentives. However, psychological incentives are getting more concerned now. This study aims to analyze the psychological mechanism affecting the attitudinal and behavioral loyalty of employees in hotel sector. This study uses organizational commitment theory and regards the hotel employee as an internal customer to construct and verify a conceptual framework. Several important findings are observed. First, affective, normative, and continuance commitment have apparent and varying effects on the attitudinal and behavioral loyalty of employees. Second, the attitudinal loyalty of employees significantly promotes behavioral loyalty.

Small accommodation business growth in rural areas: Effects on guest experience and financial performance

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Shun Ye, Honggen Xiao, Lingqiang Zhou Rural tourism development features growth of small accommodation businesses (SABs). The disparity between the applause that appreciates increased economic benefits from SAB development, and the criticism on its potential damage to rural tourism experience, makes it necessary to verify the exact consequences of SAB growth. Drawing on business growth theory, this study models, tests and compares the effects of SAB size on various guest experiences and financial performance in the context of a highly dynamic rural destination, the north of China's Zhejiang Province. Data was collected from 188 SABs and 873 guests, and analyzed through hierarchical linear modelling and multiple linear regression. The result points to a trade-off faced by entrepreneurs between enhancing guest experience and achieving economic goals as SAB size increases.

The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Chih-Lun Alan Yen, Chun-Hung Hugo Tang We treated electronic word-of-mouth (eWOM) behavior as a multidimensional construct and investigated the salient predictors for each individual eWOM behavior in this study, with an emphasis on hotel attribute performance. The results show that hotel attribute performance, previous eWOM experience, and platform convenience are the drivers of eWOM behaviors in general. Demographics and lodging preference do not affect eWOM behaviors. Economic incentives also have no effect on eWOM behaviors, which suggests that good reviews cannot be bought. The performance of core attributes can improve eWOM activities and eWOM praise, but the performance of facilitating attributes helps only with eWOM praise.

Hiring manager's evaluations of asynchronous video interviews: The role of candidate competencies, aesthetics, and resume placement

International Journal of Hospitality Management·Paid Content · 3 April 2018
Author(s): Edwin N. Torres, Amy Gregory Asynchronous video interviews (AVI) occur when an employment candidate records responses to pre-selected interview questions and an employer reviews them afterwards. This study examined the influence of the review process, the effect of aesthetics, and hard and soft skills on hiring managers' reviews of AVIs. The results from 517 observations reveal that the order of the interview (i.e., interview first versus resume first) had an impact on the hiring managers' decisions. Additionally, candidate aesthetics in the AVI context were found to play a role (though not primarily) in the decision to advance a candidate to the following stage of the screening process. However, communications and problem-solving skills remained the predominant predictors of advancing a candidate regardless of aesthetics or the procedural order of the review.


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