International Journal of Contemporary Hospitality Management: Volume 32 Issue 5

Comprehending customer satisfaction with hotels: Data analysis of consumer-generated reviews

Hongxiu Li, Yong Liu, Chee-Wee Tan, Feng Hu

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with…

Customer incivility and service sabotage in the hotel industry

Bao Cheng, Gongxing Guo, Jian Tian, Ahmed Shaalan

Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge…

Fuel the service fire: The effect of leader humor on frontline hospitality employees’ service performance and proactive customer service performance

Long-Zeng Wu, Yijiao Ye, Xuan-Mei Cheng, Ho Kwong Kwan, Yijing Lyu

Drawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees’ service performance and proactive customer…

Application of the value-belief-norm model to environmentally friendly drone food delivery services: The moderating role of product involvement

Jinsoo Hwang, Woohyoung Kim, Jinkyung Jenny Kim

This study aims to apply the value-belief-norm (VBN) model in the context of environmentally friendly drone food delivery services to understand ways to influence consumers’…

How live chat assistants drive travel consumers’ attitudes, trust and purchase intentions: The role of human touch

Graeme McLean, Kofi Osei-Frimpong, Alan Wilson, Valentina Pitardi

By adopting a social presence theory perspective, this study aims investigate the influence of perceived usefulness of live chat services and of their unique human attributes on…

Children as customers in luxury hotels: What are Parisian hotel managers doing to create a memorable experience for children?

Béchir Ben Lahouel, Nathalie Montargot

This purpose of this study was to explore two key issues in experiential marketing from an organizational perspective: the management of “strategic experiential modules” and the…

The landscape of customer engagement in hospitality and tourism: a systematic review

Fei Hao

This paper aims to deliver a systematic review of customer engagement in hospitality and tourism by synthesising existing literature, thus presenting a state-of-art landscape of…

Gender research in hospitality and tourism management: time to change the guard

Shelagh K. Mooney

The purpose of this paper is to explain the problem with how gender is positioned in hospitality and tourism management studies. It recommends critical theories to investigate how…

Reducing food waste behavior among hospitality employees through communication: dual mediation paths

Tuan Trong Luu

Food waste behavior in the workplace or work-related gatherings has been less researched compared to that in household context. This study aims to bridge this gap through…

The role of political risk in the travel fair decision-making process

Darko Dimitrovski

This paper aims to determine the influence of travel fair selection factors on exhibitor intention to attend, in conjunction with the role of political risk within that…

Tattoos and unfavorable treatment among employees in the hospitality industry

Michael J. Tews, Kathryn Stafford

As employers are purportedly becoming more receptive to tattoos, the question arises whether tattooed employees are nonetheless subject to unfavorable treatment. In this light…

The effect of hotel investments on employment in the tourism, leisure and hospitality industries

Tarik Dogru, Sean McGinley, Woo Gon Kim

The purpose of this paper is twofold: first, to examine the extent to which hotel investments create jobs and, second, to compare whether investment in a particular hotel segment…

Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions

Hongxia Lin, Meng Zhang, Dogan Gursoy

This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions.

Why should errors be tolerated? Perceived organizational support, organization-based self-esteem and psychological well-being

Xingyu Wang, Priyanko Guchait, Aysin Paşamehmetoğlu

On the basis of conservation of resources theory, the purpose of this paper is to propose a framework linking an organizational factor, organizational error tolerance, with…

What am I tipping you for? Customer response to tipping requests at limited-service restaurants

Ismail Karabas, Marissa Orlowski, Sarah Lefebvre

Tipping within the foodservice industry has traditionally been reserved for full-service restaurants. However, there is a growing trend of tip requests at limited-service…