International Journal of Contemporary Hospitality Management: Volume 29 Issue 5

The meaning of hospitality: do employees understand?

Maria Golubovskaya, Richard N.S. Robinson, David Solnet

This paper explores how hospitality frontline employees understand, interpret and practice “hospitality” in a hotel industry context.

Investigating an innovative service with hospitality robots

Chun-Min Kuo, Li-Cheng Chen, Chin-Yao Tseng

The purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in…

Conceptualising tourist experiences with new attractions: the case of escape rooms

Tomaz Kolar

The purpose of this paper is to theoretically and empirically explore tourist experiences with the niche-like, yet global phenomenon of escape room attractions.

The impact of green experience on customer satisfaction: evidence from TripAdvisor

Yixiu Yu, Xu Li, Tun-Min (Catherine) Jai

The purpose of this paper is to examine guests’ experiences at green hotels and the impact of green experience on customer satisfaction.

Occupational identity and culture: the case of Michelin-starred chefs

John Cooper, Charalampos Giousmpasoglou, Evangelia Marinakou

The purpose of this study is to conceptualise how the occupational identity and culture of chefs is constructed and maintained through both work and social interaction.

Customer relationship management (people, process and technology) and organisational culture in hotels: Which traits matter?

Roya Rahimi

The purpose of this study is to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of customer…

Exploring jaycustomer behavior and handling approach in casinos

Lawrence Hoc Nang Fong, Amy Siu Ian So, Rob Law

This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the…

Clustering benefits for upscale urban hotels

Ainhoa Urtasun, Isabel Gutiérrez

The aim of this paper is twofold. First, clustering patterns of urban hotels are explored, and, second, clustering effects on performance for upscale urban hotels are estimated.

Person–environment fit and its effects on employees’ emotions and self-rated/supervisor-rated performances: The case of employees in luxury hotel restaurants

Yong-Ki Lee, Soon-Ho Kim, Min-Seong Kim, Ho-Seok Kim

Seeking to build a deeper understanding of a higher level of hospitality in terms of employee task performance, this study aimed to explore different person–environment (P–E) fit…

Segmenting customers by participation: An innovative path to service excellence

Sandy C. Chen, Carola Raab, Sarah Tanford

This study aims to report the results of a survey of diners’ behavior during production and consumption of dining services with three objectives. The first objective is to create…

Periodicity analysis and a model structure for consumer behavior on hotel online search interest in the US

Juan Liu, Xue Li, Ya Guo

This paper aims to analyze and model consumer behavior on hotel online search interest in the USA.

Examining the determinants of long-term debt in the US restaurant industry: Does CEO overconfidence affect debt maturity decisions?

Kwanglim Seo, Ellen Eun Kyoo Kim, Amit Sharma

This paper aims to find alternative explanations for the use of long-term debt in the US restaurant industry from a behavioral perspective. The three-fold purpose of the present…