International Journal of Contemporary Hospitality Management: Volume 35 Issue 1

Health tourism enterprises and adaptation for sustainable development

Adam R. Szromek, Daniel Puciato, Julita Izabela Markiewicz-Patkowska, Nazan Colmekcioglu

The purpose of this study is to assess the level of adjustment of the activities of health tourism and hospitality enterprises to the sustainable development criteria developed by…

Daily hotel demand forecasting with spatiotemporal features

Liyao Huang, Cheng Li, Weimin Zheng

Given the importance of spatial effects in improving the accuracy of hotel demand forecasting, this study aims to introduce price and online rating, two critical factors…

The impact of exploitative leadership on hospitality employees’ proactive customer service performance: a self-determination perspective

Zhuanzhuan Sun, Long-Zeng Wu, Yijiao Ye, Ho Kwong Kwan

Based on self-determination theory, this research paper aims to explore the implication of exploitative leadership for hospitality employees’ proactive customer service…

How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and tenure

Huy Gip, Priyanko Guchait, Aysin Paşamehmetoğlu, Do The Khoa

The purpose of this study is to examine the mediating effect of psychological well-being between organizational dehumanization and two outcome variables: service recovery…

Putting your money where your mouth is – the role of rewards in a value-based understanding of restaurant crowdfunding

Satishwar Kedas, Soumodip Sarkar

Restaurant entrepreneurs are increasingly leveraging crowdfunding as an alternative financing mechanism. In the context of restaurant crowdfunding, studies have identified factors…

The mobilization of employees’ psychological resources: how servant leadership motivates pro-customer deviance

Jiajing Hu, Lin Xiong, Mengying Zhang, Chen Chen

Drawing on social learning theory and conservation of resources theory, this study aims to investigate how servant leadership (SL) is linked to employees’ pro-customer deviance…

Beyond local food consumption: the impact of local food consumption experience on cultural competence, eudaimonia and behavioral intention

Bingna Lin, Saerom Wang, Xiaoxiao Fu, Xiaoli Yi

This paper aims to explore the relationships among local food consumption experience, cultural competence, eudaimonia, and behavioral intention. Building upon acculturation…

Exploring dynamic effects on classifying service quality attributes under the impacts of COVID-19 with evidence from online reviews

Ru-xin Nie, Kwai-sang Chin, Zhang-peng Tian, Jian-qiang Wang, Hong-yu Zhang

The purpose of this paper is exploring the effects of segment dynamic and temporal dynamic triggered by the COVID-19 pandemic on classifying service quality attributes, thereby…

Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020

Tugra Nazli Akarsu, Reza Marvi, Pantea Foroudi

When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance behaviour among customers, and it can also be seen as a threat to the survival of the…

Can customer participation promote hospitality frontline employees’ extra-role service behavior?

Angela J. Xu, Ting Ting Zhu, Raymond Loi, Cheris W.C. Chow

Drawing on and extending the socially embedded model of thriving, this paper aims to investigate how and when customer participation promotes hospitality frontline employees’…

A reflection on the Great Resignation in the hospitality and tourism industry

Bingjie Liu-Lastres, Han Wen, Wei-Jue Huang

This paper aims to provide a critical reflection on the Great Resignation in the hospitality and tourism industry in the wake of the COVID-19 pandemic. Specifically, this paper…

Customer value co-creation in the hospitality and tourism industry: a systematic literature review

Pedro Carvalho, Helena Alves

This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific…

Understanding quondam commitments to retain employees: insights from the case of flight attendants and pilots

Dominique Peyrat-Guillard, Gwenaëlle Grefe, Jeayaram Subramanian

This study aims to examine the process model of quondam commitments (commitments employees used to have, but no longer have). It is part of a new perspective aimed at…

Mitigating property quality uncertainty and property fit uncertainty in online peer-to-peer accommodation platforms: an uncertainty reduction theory perspective

Ruihe Yan, Xiang Gong

Building upon uncertainty reduction theory, this work aims to explore how four uncertainty reduction factors (i.e. online property review, online textual description, online…

PLS-SEM’s most wanted guidance

Jan-Michael Becker, Jun-Hwa Cheah, Rasoul Gholamzade, Christian M. Ringle, Marko Sarstedt

Partial least squares structural equation modeling (PLS-SEM) has attracted much attention from both methodological and applied researchers in various disciplines – also in…

Resilience in hospitality and tourism: issues, synthesis and agenda

C. Michael Hall, Alexander Safonov, Sarah Naderi Koupaei

This paper aims to identify research approaches and issues in relation to the main paradigms of resilience: engineering resilience, ecological resilience and socio-ecological…

Smart hospitality: from smart cities and smart tourism towards agile business ecosystems in networked destinations

Dimitrios Buhalis, Peter O’Connor, Rosanna Leung

Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart…