International Journal of Contemporary Hospitality Management: Volume 27 Issue 2

Social media usage in hotel human resources: recruitment, hiring and communication

Chris Gibbs, Fraser MacDonald, Kelly MacKay

– The purpose of this study is to explore the use and non-use of social media (SM) by North American hotels for human resource (HR) activities.

Re-examining perceived usefulness and ease of use in online booking: The case of Hong Kong online users

Deniz Kucukusta, Rob Law, Alia Besbes, Patrick Legohérel

This paper aims to report the findings of an empirical research focusing on Hong Kong online users’ intention to book online tourism products with latest figures. Focusing on the…

Customer responses to integrity issues for travel services in China: A content analysis based on online complaints

Jin-Hong Gong, Li-Shan Xie, Jia-Min Peng, Xin-Hua Guan

The purpose of this paper is to explore integrity issues for travel services in China using the framework of a stress and coping model to focus on customers’ perceived unfairness…

What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

Oscar Aguilar-Rojas, Carmina Fandos-Herrera , Carlos Flavián-Blanco

The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain…

The effects of luxury restaurant environments on diners’ emotions and loyalty: Incorporating diner expectations into an extended Mehrabian-Russell model

Annie Chen, Norman Peng, Kuang-peng Hung

This paper aims to examine diners’ luxury restaurant consumption behavior by incorporating diner expectations into a modified Mehrabian–Russell model. Consumers dine at luxury…

What drives café customers to spread eWOM?: Examining self-relevant value, quality value, and opinion leadership

DongHee Kim, SooCheong (Shawn) Jang, Howard Adler

The purpose of this paper is to determine hidden drivers of electronic word-of-mouth (eWOM) by modeling attributes of self-relevant and quality-relevant values. This is a…

Understanding regulatory focuses: The role of employees’ regulatory focus in stress coping styles, and turnover intent to a five-star hotel

Hyo Sun Jung, Hye Hyun Yoon

The aim of the study was to examine whether five-star hotel employees’ promotion focus significantly influences their task-coping style, and whether their prevention focus has a…

Developing multi-dimensional green value: Extending Social Exchange Theory to explore customers’ purchase intention in green hotels – evidence from Korea

Yang Jiang, Youngtae Kim

The purpose of this study is to elucidate how green value influences potential green hotel customers’ propensity to choose green. Studies on green hotels emphasized environmental…