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Does sustainability index matter to the hospitality industry?
(Elservier, 2020) Su, Ching-Hui (Joan); Chen, Chun-Da
Employing the Dow Jones Sustainability North America Index (DJSI) as a proxy for a firm’s socially responsible investments, this research analyzes whether DJSI generates short- and long-run impacts on hospitality firms’ financial values. Results indicate that due to characteristics intrinsic to the hospitality industry, hospitality firms’ financial performance is more sensitive to addition or deletion events, as compared with the performance of nonhospitality firms, whether measured over the short run or long run. In addition, some firm features, including size, Tobin’s Q, and institutional ownership, might also intensify the abnormal returns of firms. The findings would throw some light on environmental, social, and governance (ESG) literature and pave the way to develop new socially responsible investment strategies and ESG-oriented practices that help consolidate tourism-related firms’ financial performance and positively benefit society.
How to make the work-family balance a reality among frontline hotel employees? The effect of family supportive supervisor behaviors
(Elservier, 2024) Yijiao Ye, Yijiao; Wu, Long-Zeng; Lyu, Yijing; Liu, Xinyu
This study explored strategies that can effectively support frontline hospitality employees in making work-family balance (WFB) a reality. Building on the conservation of resources theory, we empirically demonstrated the significance that family supportive supervisor behaviors (FSSB) exhibits in enhancing WFB among frontline hospitality employees. Consequently, this improvement in WFB positively impacts both family performance and service performance. Moreover, our findings provided confirmation that family centrality enhances both the direct influence that FSSB exhibits on WFB and its indirect influence on employee outcomes related to family and service.
The role of peer-to-peer interactions in sharing accommodation: From cocreation experience to peer customer engagement
(Elservier, 2024) Pang, Jing; Fu, Xiaorong; Qi, Yuquan
Taking a service-dominant logic, the sharing accommodation business model consists of two forms of value cocreation: experience cocreation during the accommodation service and peer engagement behaviors after its end. Experience cocreation based on peer-to-peer interactions (P2P interactions) is the key to unlocking the competitive advantage of sharing accommodation. However, the understanding of P2P interactions and how they influence peer engagement behaviors is still limited. We systematically deconstruct P2P interactions and explore their impact on peer engagement behaviors using a dataset of 13217 reviews, a correlated topic model analysis method, and a linear mixed-effects model. Our results show that interpersonal interactions (relationship-oriented social interactions and transaction-oriented functional interactions) have a stronger positive effect on peer engagement behaviors than the physical environment. Social interactions and the physical environment have substitution effects on the impact of peer engagement behaviors. Furthermore, offline interactions positively moderate the impact of P2P interpersonal interactions on peer engagement behaviors.
How does the career commitment of hospitality employees change across career stages? A multilevel investigation into occupational self-efficacy and family support
(Elservier, 2024) Zhu, Dan; Kim, Peter B.; Milne, Simon; Park, In-Jo
This study examined how and why hospitality employees’ occupational self-efficacy and family support influence their career commitment over time. Longitudinal data was collected from 310 hospitality employees at three different points of time, with a three-month lag between them, exploring the differences in the employees’ career commitment growth trajectories between early and mid-to-late career. Results from growth modeling revealed that career commitment declines over time for early-career employees but increases for their mid-to-late career counterparts. The findings also indicated that organizational commitment mediates the relationships of career commitment with occupational self-efficacy and family support at both between- and within-person levels. Furthermore, time-varying effect analysis captured significant changes in the magnitude of antecedents over time across the different career stages. Implications drawn from the findings are discussed for both hospitality re searchers and practitioners.
Exploring research on water-saving measures applied to the hotel sector. A critical systematic review
(Elservier, 2024) Gabarda-Mallorquí, Ariadna; Deya, Bartolom´e; Tirado, Dolores
Climate change and tourist development are increasing the frequency and severity of water stress situations. This study aims to summarize the research findings in articles exploring water-saving measures applied in hotels. Based on the Cochrane protocol, a systematic review was conducted for the period 2000–2020. Several searches were run to select 39 articles and a coding system was built to classify the findings. Results point out that low cost are the most widely applied measures, probably because have shorter payback periods. However, reclaimed water is one of the most explored measures by academic literature. Different research gaps have been identified. First, no articles have explored the impact of the introduction of water-saving actions on hotels’ competitiveness. Secondly, there is a lack of deeper exploration of stakeholders’ roles and contributions to water-saving man agement. Finally, it would also be important to analyse to what extent new forms in hotel management influence decision-making.
How gendered language emerges in applicant materials and leadership descriptions in the hospitality industry: A text analysis study
(Elservier, 2024) Beiza, Alberto; Maneethai, Dustin; Madera, Juan M.
The hospitality industry faces a gender gap in leadership. Further research is needed to explore if gender ste reotypes emerge naturally in applicant materials, like resumes and cover letters. This paper examines the use of agentic and communal language in men and women’s self-descriptions in applicant materials, as well as dif ferences in agentic and communal language in descriptions of successful leaders in the industry. Across Studies 1–3, women used more communal language than men in self-descriptions in applicant materials, though dif ferences in agentic language did not emerge. Study 4 found that agentic characteristics were strongly associated with leadership in respondent descriptions of successful leaders in the industry. These findings suggest that gender stereotypes in selection contexts can be attributed to women using more communal language in applicant materials and highlight the need to assess potentially biased selection processes in the hospitality industry.
Minimum wage and the survival of hotel industry: Evidence from China
(Elservier, 2024) Hao, Chen; Feng, Xuegang; Guo, Xiaodong
The economic impacts of the minimum wage have been the focus of ongoing conflicting debates among poli cymakers and researchers. Taking a sample of 69694 firms established from 2011 and 2019 in the Chinese hotel sector, we analyzed the impact of minimum wage on firm survival and the moderating effect of the digital economy. Empirical evidences show that minimum wage has a positive impact on the survival risk of hotels, and the digital economy can negatively moderate the relationship between minimum wage and the survival risk of hotels. These findings are robust when tested with the hotel data of cross-provincial city pairs, other estimation models or longer observation periods. In addition, this study finds that the impact of the minimum wage and the moderating effect of the digital economy vary with hotel types. The rise of the minimum wage has brought greater operating pressure to formal hotel enterprises, and the digital economy has a greater inhibitory effect on the relationship between the rise of the minimum wage and the survival risk of hotel enterprises in informal hotel enterprises. The results indicate that informal hotels are less adversely affected by the increasing minimum wage and benefit more from the development of the digital economy.
Money or fit? The tradeoff of intrinsic and extrinsic variables in hospitality managers’ job choice
(Elservier, 2024) Yen, Alan; Lee, Kwang-Ho
With the hospitality industry facing an ongoing labor shortage exacerbated by the pandemic, this study extends research on job applicants’ preferences for job offers, drawing primarily from the person-environment fit theory. It focuses on understanding the importance of entry-level salary, person-job (PJ) fit, and person-organization (PO) fit within the context of hospitality businesses. Using a two-phase model that unifies and extends the job choice of single-attribute and multiple-attribute job offers, this study uses mixed ANOVA analyses to test the proposed hypotheses. Our main result shows that job applicants experiencing high perceived financial stress are more likely to accept the job offer with both PJ fit and PO fit when compared to (a) the job offer with a higher entry-level salary and PJ fit and (b) the job offer with a higher entry-level salary and PO fit. Based on these findings, several theoretical and empirical implications are discussed.
Harnessing green innovation via green transformational leadership in Italian luxury hotels: Key strategic takeaways
(Elservier, 2024) Janjua, Nadia Aslam; SHI, DA; Sahibzada, Umar Farooq
The increasing focus on environmental issues has resulted in the widespread acceptance and prominence of green innovation. However, existing literature on hotel management has overlooked exploring the key factors that drive green innovation specifically through the mediating mechanisms of green dynamic capability (GDC) and green environmental orientation (GEO). To fill the gap in the existing hospitality literature this study utilized the natural resource-based view (NRBV) to investigate the correlation between green transformational leadership (GTL) and green innovation (GI). Two research studies were carried out in Italian luxury hotels to assess the efficacy of the theoretical framework. The research findings emphasize that the enhancement of a hotel’s GDC and GEO can be facilitated by providing GTL. This in turn may lead to the enhancement of GI which improves the CA and GP of a hotel.
Exploring the effects of service innovation ambidexterity on service design in the tourism and hospitality industry
(Elservier, 2024) Tajeddini, Kayhan; Gamage, Thilini Chathurika; Tajdini, Javad; Hameed, Waseem Ul; Tajeddini, Omid
Although the entrepreneurship strategy is demonstrated by evidence as a path to enhance the performance of service firms, the question of how it happens has yet to be adequately studied in the tourism and hospitality (T&H) realm. More specifically, how an entrepreneurial strategy enables a T&H firm to enhance its performance through service innovation exploration-exploitation ambidexterity has created a strategic dilemma in extant T&H literature. Constructed on the dynamic capabilities view and organizational ambidexterity theory, our paper addresses this dilemma using data from a drop-and-collect survey of 303 T&H firms in Japan. The findings reveal that entrepreneurial strategy fosters service innovation exploitation and service innovation exploration within T&H firms. In contrast, service innovation exploitation helps T&H firms design unique service offerings, yielding a sustained competitive advantage and superior corporate performance in the long run. Further, the availability of slack resources within T&H firms fosters service innovation exploration and service innovation exploitation
Determining directions of service quality management using online review mining with interpretable machine learning
(Elservier, 2024) Shin, Jongkyung; Joung, Junegak; Lim, Chiehyeon
Determining the importance values of service features is necessary to prioritize the points in service quality management and improvement. Existing studies have used linearly additive relationship models to estimate service feature importance, such as linear and logistic regression. This traditional approach is interpretable but often limited in terms of model fitness and prediction performance. Meanwhile, modern advanced machine learning models provide high fitness and performance but often lack interpretability. Thus, to achieve both reliable prediction and interpretation, we propose a systematic framework for estimating the importance of service features using online review mining with interpretable machine learning. An interpretable machine learning-based method is proposed to estimate the importance values of features by applying the shapley ad ditive global importance metric to the highest-performance prediction model. We validate the superiority of our framework over existing methods through a case study on the global importance estimation of hotel service features in Singapore. To facilitate additional applications, we offer the implementation code of our work at http s://github.com/JK-SHIN-PG/OnReviewServImprovement.
Resource sharing with local partners: How do hotels benefit?
(Elservier, 2024) Pfammatter, Adrian; Tanner, Monika Bandi; Baldauf, Artur
In tourism, resource sharing with local partners is becoming increasingly important as cooperative efforts are seen as specific modes for hotels to reduce shortages of information, technology, or market-related processes. Locally interconnected hotels are expected to share tangible and intangible resources across their horizontal and vertical boundaries, complementing traditional competitive strategies to achieve cooperative benefits and firm performance. We developed a conceptual framework relating resource sharing to benefits and firm performance. Our results reveal that various facets of resource sharing provide certain benefits with varying strengths for hotels. Vertical tangible resource sharing offers the most pronounced potential for benefits but can negatively affect financial performance. While some scholars assert that cooperation helps firms with limited resource endowments, we argue that hotels must be sufficiently strong to cope with cooperation challenges effectively. Our results support both perspectives. Within the hospitality context, some resource sharing mechanisms generate more benefits for large and high-star hotels, while others do so for small and low-star ones.
Are humorous frontline employees hotels’ secret weapons? Investigating when and why employee sense of humor promotes service performance
(Elservier, 2024) Liu, Xinyu; Wu, Long-Zeng; Ye, Yijiao; Kwan, Ho Kwong
Despite the growing efforts devoted to exploring humor, the extant humor literature neglects the impact of employee sense of humor in the workplace, especially in the hospitality industry, an important yet understudied context. Based on person–environment fit theory, our research examines why and when employee sense of humor can influence frontline hospitality employees’ service performance. Our multi-wave research of 232 frontline hospitality employees in two Chinese hotels unveils that employee sense of humor promotes service performance by enhancing person–service job fit. Moreover, customer contact frequency strengthens the direct impact of employee sense of humor on person–service job fit and the indirect effect of employee sense of humor on service performance through person–service job fit. Our research underlines the pivotal role of humorous frontline employees in hospitality organizations.
Effects of resource orchestration, strategic information exchange capabilities, and digital orientation on innovation and performance of hotel supply chains
(Elservier, 2024) Tajeddini, Kayhan; Hussain, Matloub; Gamage, Thilini Chathurika; Papastathopoulos, Avraam
Supply chain (SC) innovation has become a competitive source for hotels to enhance performance in the tur bulent business environment. Drawing on the resource orchestration (RO) and information sharing (IS) theories, we propose an integrated theoretical framework delineating how strategic information exchange (SIE) and RO capabilities and digital orientation of a hotel foster innovation and enhance the performance of its SC. Based on PLS-SEM analysis of data collected from 281 hotels in the United Arab Emirates, our findings indicate that RO and SIE capabilities of hotels influence the performance of SCs, whereas SC innovation mediates the said re lationships. However, contrary to the expectations, digital orientation did not moderate the relationships be tween RO and SIE capabilities and SC innovation of hotels.
To tip or not to tip? Explaining tipping behavior in restaurants with service-inclusive pricing
(Elservier, 2024) Fernandez, S´ebastien; Gossling, Stefan; Martin-Rios, Carlos; Fointiat, Valerie; Pasamar, Susana; Isaac, Rami; Lunde, Merete
Tipping behavior is a vital way for waiting staff to enhance their wages, and for managers to monitor guest satisfaction. Despite its importance, there is not yet an established consensus on reasons why people tip. Our lack of understanding about tipping behavior is exacerbated by a strong reliance on studies conducted in countries that have a system of voluntary tipping (e.g., the United States). The study aims therefore at expanding our understanding of tipping behavior beyond voluntary tipping countries and more specifically explaining tipping behavior under service-inclusive pricing. Data obtained from 1458 guests in five European countries show that income and payment method are the strongest predictors of customers’ decision to tip, whereas bill size is the most robust predictor of tip amount. Results advance knowledge by suggesting that social norm theory plays a major role to understand tipping behavior in service-inclusive pricing.
Augmented and virtual reality in hotels: Impact on tourist satisfaction and intention to stay and return
(Elservier, 2024) Lim, Weng Marc; Jasim, K. Mohamed; Das, Madhumita
Augmented reality (AR) and virtual reality (VR) have emerged as transformative technologies, revolutionizing the way tourists engage with hospitality service providers. A prime application is facilitating hotel bookings. Employing quantitative methods, this study establishes and validates a conceptual model that deciphers tourists’ inclinations towards hotel reservations and returns via AR and VR. Findings indicate that the perceived ease of use, innovativeness, and usefulness of AR and VR positively influence tourists’ satisfaction, driving them to embrace these technologies for hotel bookings. While there might be underlying concerns about associated risks, these risks do not significantly deter repeat visits. Consequently, this study illuminates the immense potential of AR and VR in elevating tourist experiences and promoting revisits. Hoteliers and marketers are advised to leverage these findings, fine-tuning their strategies to synchronize with this tech evolution and cater to evolving tourist expectations.
Spotlight on fraud risk in hospitality a systematic literature review
(Elservier, 2024) Kassem, Rasha
This is the first systematic review of fraud in the hospitality sector to provide a holistic view of this crime, identify literature gaps, and suggest new directions for future research. The paper identifies six main themes in hospitality fraud research based on a "4W2H" framework that examines (i) WHAT – are the fraud types, (ii) WHO - are the fraud victims and perpetrators, (iii) WHERE - is fraud taking place in hospitality, (iv) WHY – is fraud committed, (v) HOW – is fraud committed, and (vi) HOW THEN – can fraud be countered. Overall, the review reveals that research on hospitality fraud is sparse and requires substantial attention. The study identifies several gaps and suggests new directions for future research. The findings have implications for theory and practice, later discussed.
Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach
(Elservier, 2022) Orea-Giner, Alicia; Fuentes-Moraleda, Laura; Villac´e-Molinero, Teresa; Munoz-Mazon, Ana; Calero-Sanz, Jorge
This research explores the relationship between customers’ emotions and sentiments generated by the interaction with robots in hotels and the potential effect on the hotel’s rating. To this end, text mining techniques are applied to TripAdvisor reviews by using Python 3.9.4. The results indicate a relationship between the emotions and sentiments detected in the reviews, the robots’ functional typologies and traveller categories. The originality of this research is mainly found in the quantification of the relationship between robot functionality, traveller type and rating given to the hotel considering the emotions and sentiments that emerge from the functional dimension of robots implemented in hotels.
Modeling consumer-based brand equity for multinational hotel brands e When hosts become guests
(Elservier, 2015) Huang, Zhuowei (Joy); Cai, Liping A.
This study addresses global expansion challenges faced by multinational hotel companies under the backdrop of the booming international travel. Grounded upon theories pertaining to brand equity, this study develops the consumer-based brand equity (CBBE) model for multinational hotel brands, which examines the effects of brand knowledge on consumer response to these brands. The conceptual model is empirically tested using a sample of the Chinese middle-class consumers in their home country e China and when they travel to the foreign country as their host country e the United States. Three U.S.- based multinational hotel brands are selected: Hilton, Holiday Inn, and Super 8. Different relationship patterns between brand knowledge and consumer responses in home and host countries are exhibited. In addition, this study examines the role of Chinese consumers' travel motivation to the United States in the CBBE model.
Modeling consumer-based brand equity for multinational hotel brands e When hosts become guests
(Elservier, 2015) Huang, Zhuowei (Joy); Cai, Liping A.
This study addresses global expansion challenges faced by multinational hotel companies under the backdrop of the booming international travel. Grounded upon theories pertaining to brand equity, this study develops the consumer-based brand equity (CBBE) model for multinational hotel brands, which examines the effects of brand knowledge on consumer response to these brands. The conceptual model is empirically tested using a sample of the Chinese middle-class consumers in their home country e China and when they travel to the foreign country as their host country e the United States. Three U.S.- based multinational hotel brands are selected: Hilton, Holiday Inn, and Super 8. Different relationship patterns between brand knowledge and consumer responses in home and host countries are exhibited. In addition, this study examines the role of Chinese consumers' travel motivation to the United States in the CBBE model. Published by Elsevier Ltd

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