International Journal of Contemporary Hospitality Management: Volume 36 Issue 12

What is beautiful is good: attractive avatars for healthier dining and satisfaction

Fei Hao, Adil Masud Aman, Chen Zhang

As technology increasingly integrates into the restaurant industry, avatar servers present a promising avenue for promoting healthier dining habits. Grounded in the halo effect…

What drives consumers to post more photos in online reviews? A trait activation theory perspective

Danting Cai, Hengyun Li, Rob Law, Haipeng Ji, Huicai Gao

This study aims to investigate the influence of the reviewed establishment’s price level and the user’s social network size and reputation status on consumers’ tendency to post…

The impact of customer misbehavior on frontline employees’ work–family conflict and withdrawal behaviors

Xinyuan (Roy) Zhao, Fujin Wang, Anna S. Mattila, Aliana Man Wai Leong, Zhenzhen Cui, Huan Yang

Customer misbehavior has a negative impact on frontline employees. However, the underlying mechanisms from customer misbehavior to employees’ negative outcomes need to be further…

Luxury hotel technology trends: a multigenerational analysis

Lisa Nicole Cain, Trishna G. Mistry, Shenee Douglas, Imran Rahman, Andrew Moreo

This study aims to analyze the importance and performance of customer-facing technologies in luxury hotels. The study also assessed differences between and within the four…

Effects of metaverse experience on behavioral intention of visitors: moderating role of similarity between virtual and real experience

Seunghun Shin, Chulmo Koo, Jungkeun Kim, Dogan Gursoy

This paper aims to examine the impact of metaverse experiences on customers’ offline behavioral intentions: How do customers’ visits to a hospitality business’s virtual property…

Customers’ online service encounter satisfaction with chatbots: interaction effects of language style and decision-making journey stage

Yingying Huang, Dogan Gursoy

This study aims to examine the interaction effects of chatbots’ language style and customers’ decision-making journey stage on customer’s service encounter satisfaction and the…

Why and when perceived organizational exploitation inhibits frontline hotel employees’ service performance: a social exchange approach

Yurong Fan, Qixing Huang, Long-Zeng Wu, Yijiao Ye, Yuan Zhou, Chunchun Miao

By investigating trust in the organization as a mediator and traditionality as a moderator, this study aims to examine the effect perceived organizational exploitation poses on…

Unveiling connections between organizational dimensions, employee performance and boundary-spanning behaviors: a study on perceived organizational support and perceived supervisory support

Jiaxin (Sylvia) Wang, Xiaoxiao Fu

This study aims to examine the influence of perceived organizational support (POS) on boundary-spanning behaviors (BSBs) among frontline employees in the hospitality industry. It…

Customer attributions for LGBT-friendly branding hotels and skepticism

Heejung Ro, Juhee Kang

This paper aims to examine the relationships between motives, skepticism and brands evaluations in the LGBT-friendly branding hotels context.

Unveiling the role of congruity in service robot design and deployment

Chang Ma, Alei Fan, Seonjeong Ally Lee

This paper aims to examine the congruency effects of physically embodied robots in service encounters, which addressed a significant research gap concerning the synthesis of robot…

Effects of sensory cues on consumers’ wine taste perceptions and behavior: evidence from a wine-tasting experiment

Weixi Yuan, Fumei Guo, Mimi Li, Haiyan Song

This study aims to investigate how sensory cue order, wine knowledge and visual–olfactory (V–O) congruence affect consumer’s taste perceptions of wine and their subsequent…

Metaphorical effects of advertising in different types of hotels: evidence from eye-tracking

Xianglan Chen, Bingqing Xiang, Anil Bilgihan

This study aims to explore the attraction, influence and persuasive effect of advertising (with or without metaphor) across different types of hotels (luxury vs. budget hotels).

Cross-validating the measurement scale for consumers’ experience with hospitality and tourism technology: a multi-sector approach

Hyejo Hailey Shin, Kevin Kam Fung So, Miyoung Jeong

This study aims to cross-validate the technology experience (TE) scale and examine the potential differences in consumer TE across three different sectors.

Exploring the diversity of emotion in hospitality and tourism from big data: a novel sentiment dictionary

Yunyun Yu, Jiaqi Chen, Fuad Mehraliyev, Sike Hu, Shengbin Wang, Jun Liu

Although the importance and variety of emotions have been emphasized in existing literature, studies on discrete emotions remain limited. This study aims to propose a method for…

Experience design of lifestyle communities: the future of hospitality and tourism

Tingting (Christina) Zhang, Nan Hua, Jaewan Heo, Youcheng Wang, Abraham Pizam

This paper aims to provide a critical reflection on the experience design of the lifestyle communities in the hospitality and tourism industry. Specifically, this paper proposes a…

Racial discrimination against Asian American employees: impact of employee coping strategies on employee competence and work quality of life

Kawon Kim, Bongki Woo

This study aims to investigate the effects of workplace racial discrimination among Asian American (AA) employees in the restaurant industry and examines what kinds of employee…

Let pictures speak: hotel selection-recommendation method with cognitive image attribute-enhanced knowledge graphs

Haoqiang Sun, Haozhe Xu, Jing Wu, Shaolong Sun, Shouyang Wang

The purpose of this paper is to study the importance of image data in hotel selection-recommendation using different types of cognitive features and to explore whether there are…

How foodstagramming posts influence restaurant visit intention: the mediating role of goal relevance and mimicking desire

Yun Victoria Chen, Xin Jin, Sarah Gardiner, IpKin Anthony Wong

This study aims to explore the role of social media visual posts (known as foodstagramming) on restaurant visit intention. Drawing on the heuristic–systematic model and normative…

The influence of consumer confusion on the repurchase intentions of hotel guests: the role of brand loyalty and customer satisfaction

Muhammed Baykal, Ahu Yazıcı Ayyıldız, Erdogan Koc

This study aims to investigate the influence of customer satisfaction and brand loyalty on hotel guests’ repurchase intentions when they experience consumer confusion.

How position level, hotel classification and brand category affect attitudes toward disabled colleagues

Janelle Chan, Sean McGinley

Due to the global labor shortage, the labor-heavy and high turnover hospitality industry is now recruiting from nontraditional sources. This study aims to investigate the views of…