International Journal of Contemporary Hospitality Management: Volume 31 Issue 2

The celebrity chef phenomenon: a (reflective) commentary

Anastasios Zopiatis, Yioula Melanthiou

This paper aims to explore the nature of the celebrity chef phenomenon and its impact on the contemporary hospitality industry, to both enrich current knowledge on the topic, as…

Gamble more than you want?: A study of casino servicescape, perceived control and unplanned gaming behaviors

Ying Ho, Long W. Lam, Desmond Lam

This study aims to explore the influence of casino servicescape on unplanned gaming behaviors by examining the mediating role of casino customers’ perceived behavioral control…

Antecedents and outcomes of relationship quality in casual dining restaurants: The mediating effects of relationship quality and moderating roles of gender

Girish Prayag, Sameer Hosany, Babak Taheri, Erdogan Haktan Ekiz

This study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these…

Workplace sexual harassment, workplace deviance, and family undermining

Hong Zhu, Yijing Lyu, Yijiao Ye

This study aims to examine the effect of workplace sexual harassment (WSH) on hospitality employees’ workplace deviance and family undermining behaviors by focusing on the…

Hotels’ online reputation management: benefits perceived by managers

Javier Perez-Aranda, María Vallespín, Sebastian Molinillo

This study aims to develop a measurement model to help hotels manage their reputation within the context of online reviews and ratings platforms and evaluate the impact of this…

Social media promotions and travelers’ value-creating behaviors: the role of perceived support

Luis V. Casaló, Jaime Romero

Encouraging travelers to create value that benefits firms is of great relevance for companies that operate in online contexts. The purpose of this study is to investigate…

Emotions as core building blocks of an experience

Marcel Bastiaansen, Xander Dennis Lub, Ondrej Mitas, Timothy Hyungsoo Jung, Mário Passos Ascenção, Dai-In Han, Teemu Moilanen, Bert Smit, Wim Strijbosch

This paper aims to stimulate the discussion in the fields of hospitality, tourism and leisure on what exactly constitutes “an experience” and how to measure it; the authors unpack…

Enhancing the lodging experience through ethical leadership

Christina Klearchou Dimitriou, Charles H. Schwepker

Grounded in ethical decision-making theory, this paper aims to develop and empirically tests a model that examines the relationships between ethical leadership, customer…

The effect of nostalgia on hotel brand attachment

Yizhi Li, Can Lu, Vanja Bogicevic, Milos Bujisic

The purpose of this study is to distinguish between two types of nostalgia, examine their effect on emotions and explore the relationships between nostalgic emotions evoked by…

Determinants of consumers’ participation in the sharing economy: A social exchange perspective within an emerging economy context

Henry Boateng, John Paul Basewe Kosiba, Abednego Feehi Okoe

Consumers’ intentions to participate in the sharing economy have received much attention from researchers in recent times. However, little attention has been paid to consumers’…

The role of personalization on continuance intention in food service mobile apps: A privacy calculus perspective

Jee-Won Kang, Young Namkung

This paper aims to examine consumers’ behaviors toward personalized services offered by branded mobile apps in the food service industry by applying privacy calculus theory and…

The social servicescape: understanding the effects in the full-service hotel industry

Nathaniel Discepoli Line, Lydia Hanks

Understanding how other customers affect hotel consumption behavior is an important topic in the hospitality literature. While existing research has typically explored the effects…

Mobile usage in travel: bridging the supplier-user gap

Heather Linton, Robert J. Kwortnik

Consumer-driven technology innovations are transforming travel behavior. However, travel suppliers are still struggling to grasp their customers’ desires regarding mobile device…

Monitoring performance indicators in the Portuguese hospitality sector

Maria Luísa Ribeiro, Maria Luísa Vasconcelos, Fátima Rocha

This article aims to analyze performance evaluation in the Portuguese hospitality sector. It assesses the frequency with which performance indicators are monitored, the relevance…

The crossover effect of work–family conflict among hotel employees

Su-Ying Pan, Ying-Jung Yeh

Work–family research has established the existence of a crossover effect, wherein a given perception is transferable between two intimate persons. However, little research has…

Service redundancy in fine dining: evidence from Taiwan

Sheng-Hshiung Tsaur, Chang-Hua Yen

Service excellence has been recognized as a crucial means of achieving customer delight. Several recent studies have argued that redundant services may be perceived as unnecessary…

Airline passengers’ perceptions of service quality: themes in online reviews

Ana Brochado, Paulo Rita, Cristina Oliveira, Fernando Oliveira

This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money…

Are tattoos still a taboo?: The effect of employee tattoos on customers’ service failure perceptions

Marie Ozanne, Michael J. Tews, Anna S. Mattila

As tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light into this issue, this paper aims to explore the impact of…

Consumer-citizen willingness to pay for healthy eating messages

Yuxia Ouyang, Amit Sharma

The purpose of this study was to investigate the preference of health-warning message labeling in an eating-away-from-home context. The authors assessed individuals’ preference…

Destination competitiveness in Russia: tourism professionals’ skills and competences

Lidia Andrades, Frederic Dimanche

The purpose of this study is to address one of the main issues in Russia’s efforts to enhance tourism competitiveness: to educate a qualified workforce at the university level.

Examining stealing thunder as a new service recovery strategy: impact on customer loyalty

Priyanko Guchait, Rachel Han, Xingyu Wang, JéAnna Abbott, Yetong Liu

This paper aims to examine how stealing thunder, apology and compensation influence customer loyalty in a service failure context, and how trust mediates these relationships.

How to improve the stated helpfulness of hotel reviews? A multilevel approach

Sai Liang, Markus Schuckert, Rob Law

The prevalence of online review websites and the ever-growing difficulty of judging review quality result in the increasing need for consumers to reduce cognitive costs. Thus, the…

Can revenue management be integrated with customer relationship management?

Basak Denizci Guillet, Xinchen Shi

The purpose of this study is to understand how and to what extent Hong Kong hotels have integrated customer relationship management (CRM) into their revenue management (RM…

Assessing hotel readiness to offer local cuisines: a clustering approach

Alberta Bondzi-Simpson, Julian K. Ayeh

The purpose of this paper is to assess the organisational readiness of small and medium scaled hotels to serve indigenous local cuisines and to segment the hotel properties for…

Using Facebook for travel decision-making: an international study of antecedents

Marcello Mariani, Maria Ek Styven, Julian K. Ayeh

This paper aims to investigate antecedents of using non-travel-specific social media (specifically Facebook) for travel decision-making before a leisure trip.