International Journal of Contemporary Hospitality Management: Volume 32 Issue 7

From brand identity to brand equity: a multilevel analysis of the organization–employee bidirectional effects in upscale hotels

Andy Xiaofeng Liu, Cathy H.C. Hsu, Daisy X.F. Fan

This study aims to examine the mechanism of how hotel executive brand identity influences physical facility quality, customer-based brand equity (CBBE) and employee-based brand…

Do feelings matter? The effect of leader affective presence on employee proactive customer service performance

Jing Jiang, Yanan Dong, Bin Li, Huimin Gu, Larry Yu

Applying affect-as-information theory, this research analyzed the relationship of leader affective presence and employee proactive customer service performance (PCSP) in…

From service engagement to product purchase: cross-buying behavior in hospitality contexts

Shuang Ma, Chao Zhang, Yonggui Wang

The purpose of this paper is to explore the transformation from service engagement through hotel consumption behavior to subsequent product purchases and identify marketing…

The impact of employees’ perceived CSR on customer orientation: an integrated perspective of generalized exchange and social identity theory

Bing Hu, Jing Liu, Xiang Zhang

Prior marketing and hospitality studies have largely ignored the role of corporate social responsibility (CSR) in shaping frontline employees’ customer orientation. This study…

High performance work systems in the tourism and hospitality industry: a critical review

Panagiotis V. Kloutsiniotis, Dimitrios M. Mihail

This study aims to provide an up-to-date theoretically based qualitative review regarding the “high-performance work systems” (HPWS) approach in the area of the tourism and…

Hospitality, tourism, human rights and the impact of COVID-19

Tom Baum, Nguyen Thi Thanh Hai

The purpose of this paper is to undertake a “real-time” assessment of the impact of the COVID-19 pandemic on the right to participate in hospitality and tourism and to illustrate…

Luxury restaurants’ risks when implementing new environmentally friendly programs – evidence from luxury restaurants in Taiwan

Norman Peng

Some luxury restaurants might be hesitant to adopt new environmentally friendly initiatives due to worries that consumers might have concerns about how these changes might affect…

An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention

Yingying Huang, Meng Zhang, Dogan Gursoy, Si Shi

Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure…

A serious leisure perspective of culinary tourism co-creation: the influence of prior knowledge, physical environment and service quality

Girish Prayag, Martin Joseph Gannon, Birgit Muskat, Babak Taheri

Recognising tourists’ increasing desire for authentic destination-specific experiences, the hospitality industry has responded by increasing provision of innovative culinary…

A systematic review of research on abusive supervision in hospitality and tourism

Yitong Yu, Shi Xu, Gang Li, Haiyan Kong

This paper aims to provide researchers and practitioners with an understanding of abusive supervision in the context of hospitality. It seeks to conduct a comprehensive review of…