International Journal of Contemporary Hospitality Management: Volume 32 Issue 10

The COVID-19 crisis and sustainability in the hospitality industry

Peter Jones, Daphne Comfort

This paper offers some reflections on changes in the relationships between sustainability and the hospitality industry following the onset of the Coronavirus Disease 2019…

Successful restaurant crowdfunding: the role of linguistic style

Yoon Koh, Minwoo Lee, Jaewook Kim, Yun (Yvonne) Yang

Crowdfunding can be an effective fundraising vehicle to independent restaurants to overcome fundraising limitations due to its small-size and high risk. A few studies have…

The scale development of organizational culture on customer delight

Chiu-Ying Kao, Sheng-Hshiung Tsaur, Chung-Ching Huang

The purpose of this study is to develop and validate a hospitality cultural scale for measuring the effect of organizational culture on customer delight (OCCD).

Developing an eMarketing model for tourism and hospitality: a keyword analysis

Chang-Tang Chiang

Tourism and hospitality are industries that have been dramatically transformed by information technology (IT). This study aims to use a keyword analysis to quantitatively review…

How to prevent negative online customer reviews: the moderating roles of monetary compensation and psychological compensation

Jun Liu, HengJin Zhang, JingJing Sun, NingXin Li, Anil Bilgihan

This paper aims to clarify the effects of motivations on negative online customer reviews (OCRs) behavior in an integrative framework and to identify the moderating role of…

Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19

Ivan Ka Wai Lai, Jose Weng Chou Wong

Given the increasing number of travel restrictions, the COVID-19 outbreak has dealt a crippling blow to the hotel industry, and the crisis management practices supporting the…

How could future professionals excel in wine tourism delivery? Evidence from wine regions in emerging economies

Abel Duarte Alonso, Seng Kiat Kok

The purpose of this paper is to investigate the different traits, characteristics and skills future professionals need to contemplate to address the demands of the competitive…

Fairness, legitimacy and the regulation of home-sharing platforms

Gemma Newlands, Christoph Lutz

The purpose of this study is to contribute to current hospitality and tourism research on the sharing economy by studying the under-researched aspects of regulatory desirability…

Adoption of AI-based chatbots for hospitality and tourism

Rajasshrie Pillai, Brijesh Sivathanu

This study aims to investigate the customers’ behavioral intention and actual usage (AUE) of artificial intelligence (AI)-powered chatbots for hospitality and tourism in India by…

Seeing destinations through vlogs: implications for leveraging customer engagement behavior to increase travel intention

Yusi Cheng, Wei Wei, Lu Zhang

This study aims to understand customers’ watching experience with travel vlogs and its impacts on one of the most prominent manifestations of customer engagement behaviors (CEBs…

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Shun Ying, Jin Hooi Chan, Xiaoguang Qi

The paper aims to identify the emergent themes of hotel guests’ satisfaction, to compare the distribution of the attributes of the themes between Chinese and North American guests…

The impact of social capital and knowledge sharing intention on restaurants’ new product development

Mesbahuddin Chowdhury, Girish Prayag, Vidya Patwardhan, Nischal Kumar

Using social capital theory, this study aims to investigate internal social capital (ISC) and external social capital (ESC) as determinants of knowledge sharing intention (KSI…

Understanding the relationships between distances and herd behavior in online reviews: the moderating effects of hospitality experience

Fujing Xue, Longzhu Dong, Baojun Gao, Zhen Yu, Vasyl Taras

This study aims to investigate the determinants of herd behavior in online hotel service evaluations, focusing on the cultural and geographic distance characteristics of customers.

“Donate to help combat COVID-19!” How typeface affects the effectiveness of CSR marketing?

Huiling Huang, Stephanie Q. Liu

Corporate social responsibility (CSR) marketing has become ubiquitous in the hospitality industry. The purpose of this paper is to examine the effectiveness of donation appeals…

Investigating onsite restaurant interactive self-service technology (ORISST) use: customer expectations and intentions

Yang Xu, EunHa Jeong, Ahmed E. Baiomy, Xiaolong Shao

This study aims to investigate consumers’ intention to use onsite restaurant interactive self-service technology (ORISST) using a modified value attitude-behavior model. To extend…

Experiencing hospitality

Maximiliano Emanuel Korstanje