International Journal of Contemporary Hospitality Management: Volume 29 Issue 12

Integrating service quality as a second-order factor in a customer satisfaction and loyalty model

Robin Nunkoo, Viraiyan Teeroovengadum, Peta Thomas, Llewellyn Leonard

The study conceptualizes service quality as a second-order factor and analyzes its influence on customer satisfaction, perceived value, image, consumption emotions and customer…

“Understanding restaurant firms” debt-equity financing

Sung Gyun Mun, SooCheong (Shawn) Jang

The purpose of this study was to extend the understanding of restaurant firms’ overall debt and equity financing practices by considering what drives equity financing. More…

Opportunities and challenges of value co-creation: The role of customer involvement in hotel service development

Shuang Ma, Huimin Gu, Yonggui Wang, Daniel P. Hampson

The purpose of this paper is to identify the double-edged sword of customer involvement (perceived relationship quality and coordination cost) in new service development in the…

Linking LMX, engagement, innovative behavior, and job performance in hotel employees

Min-Seong Kim, Dong-Woo Koo

The concept of leader–member exchange (LMX) is well accepted in the service industry. This study examines how the quality of LMX helps hotels to achieve desirable outcomes, such…

Mood regulation, customer participation, and customer value creation in hospitality services

Babak Taheri, Filipe J. Coelho, Carlos M.P. Sousa, Heiner Evanschitzky

Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims to…

Hotel employees’ organizational behaviors from cross-national perspectives

MiRan Kim, Laee Choi, Bonnie J. Knutson, Carl P. Borchgrevink

This study aims to examine the relationships among leader–member exchange (LMX), employee voice, team–member exchange (TMX), employee job satisfaction and employee commitment to…

Knowledge sharing in franchise system: franchisee self-leadership, satisfaction, and compliance

Kyoung-Joo Lee

The purpose of this paper is to deepen the understanding of the predictors and outcomes of knowledge sharing in a franchise system. An integrative framework is proposed to examine…

The impacts of hotels’ error management culture on customer engagement behaviors (CEBs)

Wei Wei, Nan Hua, Xiaoxiao Fu, Priyanko Guchait

Drawing upon an error management perspective, this study aims to examine how in the wake of an information security breach, a hotel’s error management culture influences customer…

Determinants of TRevPAR: hotel, management and tourist destination

Rubén Lado-Sestayo, Milagros Vivel-Búa, Luis Otero-González

This paper aims to study the determinants of hotel performance, especially the role of location, in the Spanish hotel market.

How does perceived corporate social responsibility contribute to green consumer behavior of Chinese tourists: A hotel context

Lujun Su, Scott R. Swanson, Maxwell Hsu, Xiaohong Chen

This study aims to examine consumption emotions and customer–company identification as mediating variables to explore the association of perceived corporate social responsibility…

Online friendships in a hospitality exchange network: a sharing economy perspective

Jin Young Chung

The present study aims to clarify how online friendships between local residents and tourists are made in a hospitality exchange network, one of the not-for-profit sharing economy…

Food choices and service evaluation under time constraints: the school lunch environment

Amit Sharma, Joonho Moon, Lisa Bailey-Davis, Martha Conklin

Few states or local school districts mandate a minimum time for lunch. With increasing pressure on schools to maximize instructional time, many US students have witnessed…