Table of contents
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 SozenThe 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…
Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurants
Yao-Chin Wang, Avraam PapastathopoulosWith the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across…
A work-family enrichment model of perceived overqualification: the moderating role of flexibility human resource practices
Yan Li, Shumei Jin, Qi Chen, Steven J. ArmstrongThis research focuses on the work–family facilitation process to theorize and examine the potential positive impact of perceived overqualification (POQ) on an individual’s…
Sustainable consumer choices – critical reflection on hospitality and tourism
Amit Sharma, Laure Saulais, Yidan HuangStrategies to promote more sustainable consumer choices have been gaining interest among tourism and hospitality scholars. In particular, behavioral economic theories of…
I can be myself: robots reduce social discomfort in hospitality service encounters
Jingyu Liu, Lingxu Zhou, Yibei LiThe purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters…
The background of restaurant employees’ revenge intention: supervisor incivility, organizational gossip, and blaming others
Yilmaz Akgunduz, Sabahat Ceylin Sanli Kayran, Uğurcan MetinSupervisor incivility and organizational gossip are two examples of dark organizational behaviors. Norm of reciprocity theory suggests that employees may develop revenge…
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 MishraThis 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…
Influence of social identity on service sabotage in hospitality organizations: cross-level roles of job embeddedness, organizational identification and supervisor support
Chung-Jen WangOn 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…
Consumer intention to use service robots: a cognitive–affective–conative framework
Dan Huang, Qiurong Chen, Songshan (Sam) Huang, Xinyi LiuDrawing 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…
The evolution of service toward automated customer assistance: there is a difference
Chris Roberts, Thomas MaierThe purpose of this paper is to explore the distinction between human-delivered service and technology-based, automated customer assistance.
Defining and establishing a restaurant wine culture
D. Christopher Taylor, Michelle Russen, Mary Dawson, Dennis ReynoldsApplying signaling theory to Schein’s organizational culture framework, this study aims to explain how restaurants communicate that their establishments value wine through…
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 LiuThis paper aims to investigate how chief executive officer (CEO) responsible leadership impacts corporate social responsibility (CSR) and organization performance by considering…
How do resource scarcity reminders influence consumers’ CSR engagement?
Tian Ye, Anna S. MattilaThis study aims to understand consumers' reactions to hospitality corporate social responsibility (CSR) campaigns under different resource scarcity reminders, an important but…
Bridging the theory-practice gap: a critical reflection on information and communication technology research
Rob Law, Soey Sut Ieng Lei, Ke Zhang, Arthur LauThrough critically reflecting on existing research on information and communication technology (ICT) in hospitality, the purpose of this study is to propose recommendations for…
Diversity, equity and inclusion in employee-queer customer interactions in the hospitality service setting: including multiple stakeholders’ perspectives
Dan Jin, Han Chen, Rui QiDrawing from cognitive dissonance theory (CDT) and attribution ambiguity theory (AAT), this paper aims to examine how employees interact with queer customers within the…
Green food packages’ effects on consumers’ pre- to post-consumption evaluations of restaurant curbside pickup service
Linchi Kwok, Michael S. LinThis 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…
The MSapeMER: a symmetric, scale-free and intuitive forecasting error measure for hospitality revenue management
Zvi Schwartz, Jing Ma, Timothy WebbMean 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…
Artificial intelligence research in hospitality: a state-of-the-art review and future directions
Rob Law, Katsy Jiaxin Lin, Huiyue Ye, Davis Ka Chio FongThe purpose of this study is to analyze state-of-the-art knowledge of artificial intelligence (AI) research in hospitality.
Emotion regulation research in hospitality and tourism
Cathy H.C. Hsu, Nan Chen, Shiqin ZhangThis paper aims to develop a comprehensive model on intra- and interpersonal emotion regulation (ER) in hospitality and tourism (H&T) service encounters.
Analyzing review studies of the recent development in hospitality
Rob Law, Sirong Chen, Xiaonan Li, Davis Ka Chio FongThis study aims to analyze review research in hospitality, identifying the structure and most recent developments in current hospitality review studies while providing exploratory…
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 ZhuThe 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…
Customer mistreatment and unethical pro-organizational behavior: a daily diary study examining the roles of status threat
Yanhua Ye, Pei Liu, Linghan ZhangDespite extensive research on the detrimental work-related impact of customer mistreatment, there has been limited investigation into the outcomes that encompass both positive and…
MetaWOM – toward a sensory word-of-mouth (WOM) in the metaverse
Dušan Mladenović, Elvira Ismagilova, Raffaele Filieri, Yogesh K. DwivediBased 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…
ISSN:
0959-6119Online date, start – end:
1989Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Fevzi Okumus