International Journal of Contemporary Hospitality Management: Volume 34 Issue 11

Labor shortage: a critical reflection and a call for industry-academia collaboration

Linchi Kwok

This critical reflection aims to initiate an engaging dialogue about the labor shortage challenge facing the hospitality and tourism (H&T) industry. This paper discusses RQ1. Will…

From shared leadership to proactive customer service performance: a multilevel investigation

Lijian Ji, Yijiao Ye, Xincai Deng

This study aims to develop and examine a cross-level model of the link between shared leadership and hotel employees’ proactive customer service performance (PCSP) by…

How do consumers engage with proactive service robots? The roles of interaction orientation and corporate reputation

Dongmei Li, Canmian Liu, Lishan Xie

This study aims to apply the elaboration likelihood model to explore when, how and why robotic services increase customer engagement.

A systematic review of empirical studies of pro-environmental behavior in hospitality and tourism contexts

Mao-Tang (Brian) Lin, Dan Zhu, Claire Liu, Peter B. Kim

The purpose of this study was to gain a holistic view of pro-environmental behavior (PEB) among hospitality and tourism consumers through a systematic review of empirical studies…

How emotional regulation and conscientiousness break the reciprocal circle between customer mistreatment and surface acting: an experience sampling study

Junbang Lan, Yuanyuan Gong, Tao Liu, Man-Nok Wong, Bocong Yuan

Drawing on the conservation of resource theory and emotional contagion perspective, this study aims to propose that customer mistreatment has an indirect effect on subsequent…

The COVID-19 crisis and factors driving international tourists’ preferences for contactless dining services

Mehri Yasami, Md. Karim Rabiul, Pornpisanu Promsivapallop, Hongrui Zhu

The purpose of this study is to integrate the theory of planned behavior and the protection motivation theory to propose a theoretical framework for examining the influence of…

An integrative model of facial recognition check-in technology adoption intention: the perspective of hotel guests in Singapore

Huey Chern Boo, Bee-Lia Chua

This study aims to explain how hotel guests form attitudes toward facial recognition technology in Singapore by integrating technology acceptance model (TAM), privacy calculus…

Potential effects of green brand legitimacy and the biospheric value of eco-friendly behavior on online food delivery: a mediation approach

Xiaohua Chen, Timothy J. Lee

This study aims to apply legitimacy theory and self-identity theory to the online food delivery (OFD) app service and then to investigate the impact of green brand legitimacy and…

“Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries

Nazan Colmekcioglu, Denitsa Dineva, Xiaoming Lu

The purpose of this paper is to provide a critical synthesis of research conducted within the hospitality and tourism industries in response to the impact of the COVID-19…

‘It’s not a big deal’: customer misbehaviour and social washing in hospitality

Irma Booyens, Anastasios Hadjisolomou, Dennis Nickson, Tayler Cunningham, Tom Baum

This study aims to examine customer misbehaviour in the hospitality sector during the COVID-19 pandemic.

More general panel data models for hospitality and tourism research

A. George Assaf, Mike Tsionas, Florian Kock

This paper introduces more advanced panel data specifications that would exploit heterogeneity and allow for arbitrary forms of autocorrelation and heteroskedasticity in the error…

Generation Z domestic food tourists’ experienced restaurant innovativeness toward destination cognitive food image and revisit intention

Li Ding, Caifen Jiang, Hailin Qu

This study aims to investigate the impacts of Generation Z (Gen Z) domestic food tourists’ perceived restaurant innovativeness on destination cognitive food image and examine the…

How does quality of mobile food delivery services influence customer loyalty? Gronroos’s service quality perspective

Diep Ngoc Su, Duy Quy Nguyen-Phuoc, Tien Hanh Duong, My Than Tran Dinh, Tuan Trong Luu, Lester Johnson

The aims of this study are twofold: to examine mobile food delivery service (MFDS) from the perspectives of functional and technical quality, and to empirically evaluate the…

Exploring the impact of social media platform image on hotel customers’ visit intention

Juei-Ling Ho, Kuan-Ying Chen, Lan-Hsun Wang, Shih-Shuo Yeh, Tzung-Cheng Huan

Many tourism-related industries, such as hotels, use social media as a marketing tool for promotion and distribution. This paper aims to use a model that explores the impact of…

When observers of customer incivility revisit the restaurant: roles of relationship closeness and norms

YooHee Hwang, Xingyu Wang, Priyanko Guchait

Considerable research has examined the negative consequences of customer incivility on employees (e.g. turnover intention and sabotage behavior toward the customer). However…

Transparency, authenticity and purchase intentions: Chinese independent restaurants

Huijun Yang, Hanqun Song, Qing Shan Ding, Hanjun Wang

Drawing on signalling theory and focusing on independent restaurants, this study aims to investigate how business signals (transparency information and exposure) affect business…

Investigating the effect of alternative golf experience on traditional golf: an integrated framework of perceived value, satisfaction, and involvement

Juhee Kang, David J. Kwun, Jeeyeon Jeannie Hahm

The goal of this paper is to investigate the relationships between consumers’ value perceptions, satisfaction and involvement, and, ultimately, their effects on behavioral…

Positive and negative switching barriers: promoting hotel customer citizenship behaviour through brand attachment

Chang-Hun Lee, Hye-Rhim Kim

This study aims to develop and test a theoretical model postulating that a hotel customer’s brand attachment is reinforced by positive and negative switching barriers, which, in…

Flight attendants staying positive! The critical role of career orientation amid the COVID-19 pandemic

Jincen Xiao, Jih-Yu Mao, Jing Quan

The airline industry has been one of the hardest-hit industries during the Corona Virus Disease 2019 (COVID-19) pandemic. This study aims to examine which flight attendants are…