International Journal of Contemporary Hospitality Management: Volume 36 Issue 9

An exploration of employees’ experiences of online food delivery: evidence from employee reviews

Mehmet Bahri Saydam, Jacek Borzyszkowski, Osman M. Karatepe

Online food delivery service has evolved swiftly and stretched the bounds of the catering business. In the gig economy, being a food delivery rider draws employees with the…

Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?

Filiz Gümüş Dönmez, Mert Gürlek, Osman M. Karatepe

This paper aims to explore work interfering with family (WIF) and family interfering with work (FIW) as the mediators linking psychological resilience to happiness.

Recognizing emotions in restaurant online reviews: a hybrid model integrating deep learning and a sentiment lexicon

Jun Liu, Sike Hu, Fuad Mehraliyev, Haiyue Zhou, Yunyun Yu, Luyu Yang

This study aims to establish a model for rapid and accurate emotion recognition in restaurant online reviews, thus advancing the literature and providing practical insights into…

Fostering customer-oriented constructive deviance: the influence of moral emotions and moral disengagement

Amer Al-Atwi, Taeshik Gong, Ali Bakir

This study aims to investigate the influential factors driving customer-oriented constructive deviance (COCD) within the context of the tourism and hospitality industry…

The role of experiential familiarity in shaping hotel-chain competitiveness

Jere Jokelainen, Brian Garrod, Erose Sthapit, Juho Pesonen

This study aims to examine the role of experiential familiarity in determining the competitiveness of hotel chains. It does so by comparing the attribute-performance perceptions…

A multilevel investigation of the impact of error management culture on restaurant employee voice

Yidan Huang, Heyao Yu, Amit Sharma, Ziang Zhang

This study aims to examine the relation between error management culture and restaurant employee promotive and prohibitive voices. Drawing on socially desirable responding theory…

How do illegitimate tasks affect hospitality employees’ adaptive performance? An explanation from the perspective of cognitive-affective system theory of personality

Pengbo Li, Yina Lv, Runna Wang, Tao Chen, Jing Gao, Zixin Huang

Guided by the cognitive-affective system theory of personality (CAPS), this study aims to investigate the parallel mediating effects of cognitive and affective cynicism on the…

Refugees at home: the role of hospitableness in fostering pro-social attitudes and behaviours towards refugees

Zaid Alrawadieh, Levent Altinay, Nataša Urbančíková, Oto Hudec

This study aims to examine the role of hospitableness towards refugees, as embraced by local hosts, in engendering positive social outcomes, including fostering favourable…

Revisiting internal consistency in hospitality research: toward a more comprehensive assessment of scale quality

Millicent Njeri, Malak Khader, Faizan Ali, Nathan Discepoli Line

The purpose of this study is to revisit the measures of internal consistency for multi-item scales in hospitality research and compare the performance of Cronbach’s α, omega total…

Brand portfolio extension of international hotel chains: a perspective on consumer confusion and consumer decision-making process

Jinkyung Jenny Kim

This study aims to pay attention to the brand portfolio extension of international hotel chains, and explores the double-edged sword effect of consumer confusion in hotel brands…

The role of online identity orientation and socializing for information search: a case of ethnic minority guests’ hospitality experiences

Hatice Kizgin, Ahmad Jamal, Nripendra P. Rana, Yogesh K. Dwivedi

This paper aims to investigate the impact of online identity orientation and online friendship homophily on online socializing, online information search and ethnic guests’…

Effects of green authenticity on well-being, customer engagement and approach behavior toward green hospitality brands

Jongsik Yu, Nancy Grace Baah, Seongseop (Sam) Kim, Hyoungeun Moon, Bee-Lia Chua, Heesup Han

This study aims to develop a robust theoretical framework to explain the impact of hotels’ green brand authenticity on guests’ perceptions of well-being, customer engagement and…

How service robots’ human-like appearance impacts consumer trust: a study across diverse cultures and service settings

Yi Li, Xinyu Zhou, Xia Jiang, Fan Fan, Bo Song

This study aims to compares the effects of different human-like appearances (low vs. medium vs. high) of service robots (SRs) on consumer trust in service robots (CTSR), examines…

The trickle-down effect of leader psychological capital on follower creative performance: the mediating roles of job crafting and knowledge sharing

Osman M. Karatepe, Emmanuel Twumasi Ampofo, Taegoo Terry Kim, Seokyoun Oh

The purpose of this study was to develop and test a research model that explored leader psychological capital (LPsyCap) as a predictor of follower creative performance (FCRP). The…

Leadership skills and the glass ceiling in event management: a social role theory approach

Trishna G. Mistry, Jessica Wiitala, Brianna S. Clark

Although event industry employees are predominantly female, there is a critical scarcity of women in leadership roles. Like other industries worldwide, women in the events…

Utilitarian vs hedonic roles of service robots and customer stereotypes: a person–environment fit theory perspective

Huijun Yang, Yao-Chin Wang, Hanqun Song, Emily Ma

Drawing on person–environment fit theory, this study aims to investigate how the relationships between service task types (i.e. utilitarian and hedonic service tasks) and…