International Journal of Contemporary Hospitality Management: Volume 28 Issue 9

Triad theory of hotel managerial leadership, employee brand-building behavior, and guest images of luxury-hotel brands

Lishan Xie, Yaoqi Li, Sheng-Hsiang Chen, Tzung-Cheng Huan

This paper aims to investigate the brand building behavior in the luxury hotel industry from the perspective of frontline employees. In particular, this study addresses the…

Why do we buy luxury experiences?: Measuring value perceptions of luxury hospitality services

Wan Yang, Anna S. Mattila

The luxury segment of the hospitality industry has experienced substantial growth in the past decade. Unfortunately, the notion of perceived luxury values has received scant…

A model of value-creating practices, trusting beliefs, and online tourist community behaviors: Risk aversion as a moderating variable

Kwang-Ho Lee, Sunghyup Sean Hyun

In the context of online travel communities (OTCs), this paper aims to identify the relationships between value-creating practices, trusting beliefs, solution acceptance and…

The effects of image and price fairness: A consideration of delight and loyalty in the waterpark industry

Naehyun (Paul) Jin, Nathaniel Discepoli Line, Jerusalem Merkebu

Despite recent calls in the hospitality and tourism literature for increased research attention in the attractions industry, very little research exists in this important part of…

Analysis of satisfiers and dissatisfiers in online hotel reviews on social media

Bona Kim, Seongseop Kim, Cindy Y. Heo

The purpose of this study is to analyze online hotel reviews produced by customers to identify and compare factors known as satisfiers and dissatisfiers based on Herzberg’s…

Back to the future: progress and trends in hotel loyalty marketing

Sarah Tanford, Stowe Shoemaker, Alexandra Dinca

In 1999, Shoemaker and Lewis declared customer loyalty as “the future of hospitality marketing”. This paper aims to evaluate the state of research and practice in hotel loyalty…

Modeling guests’ intentions to use mobile apps in hotels: The roles of personalization, privacy, and involvement

Cristian Morosan, Agnes DeFranco

The unprecedented development of hotel-branded mobile applications (apps) has been instrumental in facilitating the rich guest–hotel interactions, thus contributing to a high…

The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry

Yijing Lyu, Xing Zhou, Weiwen Li, Junbao Wan, Jie Zhang, Canhua Qiu

On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance…

Effects of managerial response on consumer eWOM and hotel performance: Evidence from TripAdvisor

Karen L. Xie, Zili Zhang, Ziqiong Zhang, Amrik Singh, Seul Ki Lee

This study aims to measures the effects of managerial response on consumer electronic word-of-mouth (eWOM) and hotel performance.

The influence of e-word-of-mouth on hotel occupancy rate

Giampaolo Viglia, Roberta Minazzi, Dimitrios Buhalis

Online consumer reviews have become increasingly important for consumer decision-making. One of the most prominent examples is the hotel industry where consumer reviews on…

E-commerce performance in hospitality and tourism

Nan Hua

This study aims to examine the extant E-commerce performance literature to derive a coherent framework to further the understanding, identify research gaps and suggest potential…

Synthesizing the effects of green experiential quality, green equity, green image and green experiential satisfaction on green switching intention

Hung-Che Wu, Chi-Han Ai, Ching-Chan Cheng

This study aims to fill a conceptual gap by identifying the dimensions of green experiential quality and empirically examining the interrelationships among green experiential…