Table of contents
A framework of customer experience management for hotel industry
Samaneh Rahimian, Mehdi ShamiZanjani, Amir Manian, Mohammad Rahim EsfidaniCreating an extraordinary and memorable customer experience is the goal of every company seeking to be a market leader. This amplifies the need for customer experience management…
Unraveling the complex nexus of punitive supervision and deviant work behaviors: findings and implications from hospitality employees in Pakistan
Aisha Sarwar, Lakhi Muhammad, Marianna SigalaThe study adopts the conservation of resources (COR) theory for providing a better theoretical understanding of punitive supervision as an antecedent of employees’ minor deviant…
Customer online reviews and hospitality employees’ helping behavior: moderating roles of self-efficacy and moral identity
YooHee Hwang, Xingyu Wang, Aysin PașamehmetoġluOnline reviews are perceived as credible and trustworthy across various business sectors; thus, they influence customers’ purchase decisions. However, the potential role of…
Operation policy of multi-capacity logistic robots in hotel industry
Woojin Lee, Young Dae KoThis paper aims to propose an operation policy of multi-capacity room service robots traveling within a hotel. As multi-capacity robots can serve many requests in a single trip…
The impact of knowledge management on the internationalization, organizational ambidexterity and performance of Spanish hotel chains
Mercedes Ubeda-Garcia, Laura Rienda, Patrocinio Carmen Zaragoza-Saez, Rosario Andreu-GuerreroThis study aims to analyze the relationships between knowledge management, internationalization and ambidexterity, also exploring the influence of these variables on Spanish hotel…
How do front-line employees make decisions on whether to hide their knowledge from co-workers in hospitality firms?
Yong Rao, Lifen Lao, Chao LiuThis paper aims to explore the psychological process by which front-line employees (FLEs) in hospitality firms make decisions on hiding knowledge.
Supervisor support and turnover intentions of yacht captains: the role of work–family conflict and psychological resilience during the COVID-19 pandemic
Murat Yorulmaz, Figen SevincThe purpose of this study was to investigate work–family conflict’s (WFC) mediating role and psychological resilience’s (PR) moderating role on the perceived supervisor support…
The combined use of symmetric and asymmetric approaches: partial least squares-structural equation modeling and fuzzy-set qualitative comparative analysis
S. Mostafa Rasoolimanesh, Christian M. Ringle, Marko Sarstedt, Hossein OlyaThis study aims to propose guidelines for the joint use of partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to…
Employer event communication and hospitality workers’ resilience during the COVID-19 crisis: the role of core beliefs examination and family support
Luu Trong TuanHospitality is one of the industries severely impacted by the COVID-19 pandemic. It is vital to comprehend how to help the workforce in this service sector grow resilient through…
Customer experience and brand loyalty in the full-service hotel sector: the role of brand affect
Jingjing Guan, Wanfei Wang, Zhigang Guo, Jin Hooi Chan, Xiaoguang QiThis study aims to propose a comprehensive causal model to examine the relationships between customer experience and four key factors in brand building, i.e., brand loyalty, brand…
Why do hotels find reducing their carbon footprint difficult?
Eric S.W. ChanThe term “carbon footprint” emerged during the early 2000s, but many hotels remain unaware of what they should do to implement a comprehensive programme to reduce carbon footprint…
Updates in service standards in hotels: how COVID-19 changed operations
Janelle Chan, Yixing (Lisa) Gao, Sean McGinleyThe COVID-19 pandemic has tremendously affected the hospitality industry. With the experiences of severe acute respiratory syndrome in 2003 and commitments to ensure guests’…
Job perceptions of Generation Z hotel employees towards working in Covid-19 quarantine hotels: the role of meaningful work
Edmund Goh, Tom BaumThe COVID-19 pandemic has seen a growing emergence of “quarantine hotels” that provide accommodation to guests who are mandated to self-isolate for 14 days upon entry to a country…
Sharing economy research in hospitality and tourism: a critical review using bibliometric analysis, content analysis and a quantitative systematic literature review
Makarand Amrish Mody, Lydia Hanks, Mingming ChengThis study aims to conduct a critical review of the research on the sharing economy to identify its key intellectual foundations and their evolution and offers thematic and…
Does employee willingness to take risks affect customer loyalty? A moderated mediation examination of innovative behaviors and decentralization
Mohd Ahmad Al-Hawari, Shaker Bani-Melhem, Faridahwati Mohd. ShamsudinThis study aims to build on the trait activation and interactionist perspective theories to investigate the effect of frontline employees’ (FLEs) willingness to take risks on…
Perceived vulnerability of job loss and satisfaction with life in the hospitality sector in times of pandemic: a multi-mediational approach
Nidhi Singh, Shikha Bhatia, Shailendra NigamThe COVID-19 pandemic has severely impacted business and viability of firms in the hospitality sector. This paper aims to examine the impact of perceived vulnerability of…
Country-of-origin cues: effects of country-related affect and product association on consumer responses to hospitality firms
Dongmei Li, Lishan XieThis paper aims to investigate the impacts of country-of-origin (COO) cues, country-related affect (CRA) and country-related product associations (CRPA) on consumers’ intention to…
The gateway bug to edible insect consumption: interactions between message framing, celebrity endorsement and online social support
Tiffany S. Legendre, Melissa A. BakerClimate change and global population growth are threatening the sustainability of hospitality food systems. Foodservice organizations are seeking an optimal solution for this…
Barriers and drivers of environmental sustainability: Australian hotels
Ajay Khatter, Leanne White, Joanne Pyke, Michael McGrathThe paper presents the findings of research into the barriers to and drivers of environmentally sustainable policies and practices (ESPPs) in the Australian hotel industry. This…
Vulnerability to COVID-19 unemployment in the Portuguese tourism and hospitality industry
Ana Sofia Lopes, Ana Sargento, Pedro CarreiraThis paper aims to address the immediate effects of the COVID-19 crisis in the Portuguese tourism and hospitality industry by examining whether some specific characteristics make…
The role of parasocial relationship in social media marketing: testing a model among baby boomers
Yunying Zhong, Valeriya Shapoval, James BusserThis study aims to apply parasocial relationship theory to understand the hospitality brand-consumer relationship on social media. Aiming to examine brand-initiated mechanisms…
Recipes for customer loyalty: a cross-country study of the hotel industry
Khawaja Fawad LatifBased on the tenets of complexity theory, the purpose of the study is to identify the causal recipes that can lead to improved customer loyalty.
ISSN:
0959-6119Online date, start – end:
1989Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Fevzi Okumus