International Journal of Contemporary Hospitality Management: Volume 35 Issue 12

What makes consumers repeat consumption internet celebrity restaurant?

Jianxiong Tang, Liping Xie, Qiao Sun, Xian Liu

Given the growing preference for internet celebrity restaurants, it is crucial to explore how internet celebrity restaurants can maintain customer loyalty. Therefore, this study…

Examining the negative relationship between length of stay at a hotel and customer satisfaction: evidence from online customer reviews

Jong Min Kim, Jeongsoo Han

Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online…

Humility breeds creativity: the moderated mediation model of leader humility and subordinates’ creative service performance in hospitality

Hussain Tariq, Muhammad Abrar, Bashir Ahmad

Drawing on the socially embedded model of thriving and the idiosyncrasy credit model of leadership, this study aims to develop a moderated mediation model to investigate the roles…

The influence of perceived organizational exploitation on frontline hospitality employees’ workplace deviance: an organizational justice perspective

Xian Huang, Yijiao Ye, Zhao Wang, Xinyu Liu, Yijing Lyu

Drawing on organizational justice theory, this study aims to investigate how perceived organizational exploitation induces frontline hospitality employees’ organizational and…

The decision-making process regarding the continuance intention of using branded apps: an integrated approach to the PAM and the TPB

Sun-Ae Cho, Yu Jung Jennifer Jeon

As branded apps emerge as a marketing tool in the foodservice industry, the effort to manage them increases in the long term. This study aims to explore the determinants to…

Text classification in tourism and hospitality – a deep learning perspective

Jun Liu, Sike Hu, Fuad Mehraliyev, Haolong Liu

This study aims to investigate the current state of research using deep learning methods for text classification in the tourism and hospitality field and to propose specific…

Integrating the reviewers’ and readers’ perceptions of negative online reviews for customer decision-making: a mixed-method approach

Soo Yeon Kwak, Minjung Shin, Minwoo Lee, Ki-Joon Back

This study aims to integrate reviewers’ and readers’ discrepant perspectives on extremely negative reviews. Specifically, this study examines the relationship between negative…

Traveling with pets: designing hospitality services for pet owners/parents and hotel guests

Dimitrios Buhalis, Janelle Chan

Pet-friendly hotels are growing rapidly. The prevalence of pet adoption has largely resulted from the loneliness due to social distancing that happened during the Coronavirus…

Action and inaction regret in fine-dining decisions: the impact of the focal customer, sommelier and dining companion

Demi Shenrui Deng, Soobin Seo, Robert J. Harrington

The purpose of this study is to unearth antecedents of regrettable dining experiences related to the information source, action and inaction perspectives, dining companion…

21st century leadership research in hospitality management: a state-of-the-art systematic literature review

Priyanko Guchait, Taylor Peyton, Juan M. Madera, Huy Gip, Arturo Molina-Collado

This study aims to examine the scientific publications related to leadership research in hospitality from 2000 to 2021 by conducting a systematic review (qualitative) and to…

Quiet quitting: relationship with other concepts and implications for tourism and hospitality

Salima Hamouche, Christos Koritos, Avraam Papastathopoulos

While quiet quitting is not an entirely new phenomenon, no published research has examined its relationship to existing concepts from a human resource management and…

How do free-play offers affect gambling behavior?

S. Ray Cho, Anthony F. Lucas, Ashok K. Singh

This study aims to understand how free-play credits affect risk-seeking behavior in slot players. Extant results suggest they encourage risk aversion, counter to the primary aim…

Insights into managerial responses to repeat customers: the moderating role of social influence and revisit intention

Xiaoxian Ji, Juan Luis Nicolau, Xianwei Liu

Repeat customers play an important role in the restaurant sector. Previous studies have confirmed the positive effect of managerial responses on customer relationship management…

Corporate social responsibility in peer-to-peer accommodation: a focus on Airbnb

Anna Farmaki, Stella Kladou, Dimitri Ioannides

This paper aims to provide a critical synthesis of the interface of corporate social responsibility (CSR) and peer-to-peer (P2P) accommodation to offer insights that contribute to…

From trash to cash: the effect of product construal and benefit appeals on consumer evaluations of rescued meals

Anna de Visser-Amundson, Mirella Kleijnen, Aylin Aydinli

Hospitality companies increasingly sell their unsold, or so-called rescued meals, on food waste reduction applications (e.g. Too Good To Go [TGTG]). The purpose of this research…

Airbnb vs hotel? Customer selection behaviors in upward and downward COVID-19 trends

Juan Luis Nicolau, Abhinav Sharma, Hakseung Shin, Juhyun Kang

To provide a dynamic view on accommodation choice behaviors during the pandemic, this study aims to examine the impact of recent trends on prospective travelers’ preferences for…

Harmonious passion and procrastination: an exploration based on actor–partner interdependence model

Zhenduo Zhang, Yifei Shen, Mengxi Yang, Junwei Zheng

Considering the potential economic losses this might bring about, researchers have begun to explore ways to mitigate procrastination. Drawing on the job demands-resources model…

Examining the cross-level mechanisms of the influence of supervisors’ job crafting on frontline employees’ engagement and performance

Xinyuan (Roy) Zhao, Jiale Wang, Anna Mattila, Aliana Man Wai Leong, Zhenzhen Cui, Zaoning Sun, Chunjiang Yang, Yashuo Chen

Frontline employees’ proactive behaviors (i.e. job crafting) are critical to satisfying customers’ idiosyncratic needs. If the supervisors practice job crafting, their…

Exploring open innovation engagement process of hotel brand community members: motivation, empowerment and consequences

Hakseung Shin

This paper aims to examine the open innovation engagement process in terms of how online community members create and share knowledge for open innovation and the consequences of…

Can perceived coolness enhance memorable customer experience? The role of customer engagement

Sheng-Hshiung Tsaur, Hsiu-Yu Teng, Tien-Cheng Han, Jin-Hua Tu

Memorable customer experience (MCE) is a key factor affecting customer loyalty and revisit intention. Hospitality managers must identify factors that create MCEs. This study aims…

The theory-practice research gains from big data: evidence from hospitality loyalty programs

Paulo Rita, Maria Teresa Borges-Tiago, Joana Caetano

The hospitality industry values segmentation and loyalty programs (LPs), but there is limited research on new methods for segmenting loyalty program members, so managers often…

A critical review of technology-driven service innovation in hospitality and tourism: current discussions and future research agendas

Hyekyung Park, Minwoo Lee, Ki-Joon Back

With the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and…

Interactive CSR campaign and symbolic brand benefits: a moderated mediation model of brand trust and self-congruity in the restaurant industry

Kyong Sik Sung, Seoki Lee

Drawing on symbolic interaction theory (SIT), this study aims to identify what makes corporate social responsibility (CSR) communication more favorable to customers in the chain…

The impact of customer sexual harassment on customer-oriented OCB: a social exchange perspective

Hong Zhu, Yijiao Ye, Mingjian Zhou, Yaoqi Li

Drawing on social exchange theory, this study aims to investigate the relation of customer sexual harassment (CSH) and customer-oriented organizational citizenship behaviors…