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Article
Publication date: 22 September 2021

Mengying Zhang, Dogan Gursoy, Zhangyao Zhu and Si Shi

This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive…

Abstract

Purpose

This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive and affective appraisals and acceptance of consumers during service delivery.

Design/methodology/approach

The proposed hypotheses that investigate the effects of service robots’ physical appearance on the emphasis consumers place on each evaluation criteria they use in determining their willingness to accept the use of service robots in service delivery and the moderating role of sense of humor are tested by conducting two studies using scenario-based experiments.

Findings

The results show that humanlike appearance leads to higher performance expectancy, mascot-like appearance generates higher positive emotions and machine-like appearance results in higher effort expectancy. The effects of humanlike and mascot-like appearances on consumer acceptance are moderated by the sense of humor of service robots. However, the sense of humor effect is attenuated with a machine-like appearance owing to the lack of anthropomorphism.

Practical implications

This study provides crucial insights for hospitality managers who plan to use service robots in service delivery. The findings highlight the key roles of appearance type and sense of humor of service robots in influencing the appraisals and acceptance of consumers regarding the use of service robots in service delivery.

Originality/value

This study focuses on comparing the effects of traditional and mascot-like appearances of service robots on consumer appraisals and identifies sense of humor as a cute anthropomorphized personality trait of service robots.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 4 April 2019

Dogan Gursoy, Chaozhi Zhang and Oscar Hengxuan Chi

This study aims to investigate the antecedents of local residents’ heritage resource protection and conservation responsibility behaviors that were identified based on the…

Abstract

Purpose

This study aims to investigate the antecedents of local residents’ heritage resource protection and conservation responsibility behaviors that were identified based on the conceptual premises of value orientation and identity theories for the purpose of providing further insight into the impact of residents’ identity on their responsibility behaviors.

Design/methodology/approach

The proposed model explores the impacts of place identity, place satisfaction and personal norms on local residents’ heritage resource protection and conservation responsibility behaviors, which was tested following a two-step structural equation modeling process using data (N = 221) collected from a very popular heritage tourism destination, Phoenix Old Town, in China.

Findings

Findings show that value orientation and identity theories provide strong conceptual frameworks for the relationships among place identity, place satisfaction and personal norms and their impacts on heritage responsibility behavior.

Practical implications

This research identifies critical factors influencing residents’ heritage responsibility behaviors in China. Improving residents’ identification and satisfaction with a place can have positive impacts on their understanding of heritage protection responsibility and their intention to take responsible actions for heritage resource protection and conservation.

Originality/value

This study addresses a research gap regarding residents’ role in the protection and conservation of heritage resources through developing and empirically testing a theoretical model that incorporates residents’ identity and responsibility perspectives.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 5 May 2020

Hongxia Lin, Meng Zhang and Dogan Gursoy

This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions.

Abstract

Purpose

This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions.

Design/methodology/approach

The conceptual model that was developed using the stimulus-organism-response theoretical framework was tested using a sample of 583 consumers.

Findings

The results show that kinesics and paralanguage positively affect customers’ positive emotions while proxemics, paralanguage and physical appearance negatively influence their negative emotions. Further, both positive and negative emotions are found to have significant impacts on customer satisfaction and loyalty intentions.

Research limitations/implications

Theoretically, this study not only contributes to the existing servicescape and customer experience literature but also expands nonverbal interaction research in the hospitality management field. However, results may have limited generalizability to other service settings and other cultural contexts.

Originality/value

This study is one of the first to investigate the impact of nonverbal CCIs on service experiences.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 11 April 2016

Lu Lu, Allan Cheng Chieh Lu, Dogan Gursoy and Nathan Robert Neale

This study aims to investigate the influence of employee positions (supervisor vs line-level employee) on work-related variables (e.g. work engagement, job satisfaction…

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15690

Abstract

Purpose

This study aims to investigate the influence of employee positions (supervisor vs line-level employee) on work-related variables (e.g. work engagement, job satisfaction and turnover intentions).

Design/methodology/approach

Data were collected from line-level employees and supervisors of 29 mid- to up-scale hotels. A series of one-way ANCOVA were performed to test the position differences in work engagement, job satisfaction and turnover intentions. Hierarchical regression analyses were conducted to examine the moderating role of employees’ positions on the relationships between those variables.

Findings

Supervisors have significantly higher work engagement and lower turnover intentions than line-level employees, whereas job satisfaction does not differ across positions. Employee positions significantly moderate the relationship between absorption and job satisfaction, and the relationship between dedication and turnover intentions.

Practical implications

This study provides an in-depth analysis for hotel managers to capture work-related factors (i.e. work engagement, job satisfaction and turnover intentions) across employee positions. Dedication is the primary barometer that significantly leads to job satisfaction and reduced turnover intentions compared to vigor and absorption. Although job satisfaction may be boosted by improving employee work engagement (i.e. vigor, dedication and absorption), increasing absorption is not an effective solution to increase supervisors’ job satisfaction. Hotel managers need to carefully monitor supervisors’ levels of dedication, given its focal impact on turnover intentions.

Originality/value

This study is one of the first attempts to examine the differences between line-level employees’ and supervisors’ work engagement (i.e. vigor, dedication and absorption) and its consequences (i.e. job satisfaction and turnover intentions). Findings highlight the unique influence of the individual dimension of work engagement on job satisfaction and turnover intentions. This study reveals the moderating effect of employee positions on the links between engagement dimensions and consequences.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 2 June 2020

Yingying Huang, Meng Zhang, Dogan Gursoy and Si Shi

Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service…

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1027

Abstract

Purpose

Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service recovery is completed.

Design/methodology/approach

This study used a scenario-based experiment with a 2 (high vs low) warmth × 2 (high vs low) competence × 2 (outcome failure vs process failure) service failure between-subjects design. Data were collected using an online panel.

Findings

This study finds that employees’ low warmth and high competence in outcome failure situations and high warmth and low competence in process failure situations are most effective at increasing customers’ service recovery cooperation intention. The findings further suggest that customers’ cooperation intention is prone to tradeoffs between customers’ perceptions of employees’ warmth and competence as suggested by compensation effects in social cognition theory, such that the effectiveness of employees’ warmth (competence) is curtailed by employees’ competence (warmth).

Practical implications

The findings of this study provide insights to hospitality managers for effective service recovery management. Hospitality companies can enhance customers’ behavioral intentions by training employees to demonstrate appropriate warmth and competence combination that meet customers’ expectations for a specific failure type.

Originality/value

This study argues that customer’s service recovery cooperation intention depends on the combination of warmth and competence displayed by employees after a service failure. The expected combination of warmth and competence varies depending on the service failure context.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 4 June 2019

Patricia Picazo, Sergio Moreno-Gil and Dogan Gursoy

Examination of the image projected through photographs used in marketing materials can enable managers to identify opportunities for creating differentiated positioning in…

Abstract

Purpose

Examination of the image projected through photographs used in marketing materials can enable managers to identify opportunities for creating differentiated positioning in the marketplace. However, the impact of image projected through photographs has not received much attention in academic literature. This paper aims to establish a methodology using dynamic indices that allow a systematic comparative evaluation of the image projected through photographs used in marketing materials of lodging properties located in competing destinations. It also provides an empirical examination of the type of image projected through photographs of lodging properties in those destinations.

Design/methodology/approach

Analysis was conducted using a content analysis methodology. A total of 17,187 photographs of 5,820 lodging properties located in 15 different tourism destinations over a period of eight years were examined.

Findings

Results revealed that the proposed methodology based on dynamic comparative indices is appropriate for determining the projected image of lodging properties. The dynamic indices, which categorise photographs in three main categories: subject (people), activities (actions carried out) and contextualisation (location), allowed a systematic evaluation of the image projected of lodging properties in competing destinations. Results of the empirical analysis indicated important differences in the image projected through photographs among lodging properties located in 15 destinations.

Practical implications

This study provides the industry and destination marketing organisations (DMOs) with a useful and simple tool for comparatively evaluating the image projected by tourism accommodations. The methodology proposed enables managers to identify the current image and the changes in the image of their lodging properties, their destinations and those of their main competitors over the years, thus providing opportunities for development of more effective differentiation and positioning strategies in their respective target markets.

Originality/value

The proposed tool provides a methodology that can be used to categorise and evaluate the image represented on the photographs used in marketing materials to ensure the projection of the intended image. Furthermore, the proposed methodological tool enables managers to monitor the image projected through photographs used in competitors’ marketing materials and identify changes in their image projected over time.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 11 September 2017

Dogan Gursoy, Raine (Ruiying) Cai and Gerardo Joel Anaya

This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to…

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2115

Abstract

Purpose

This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers.

Design/methodology/approach

Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussion websites using a netnographic study approach. Data were analyzed using a qualitative data analysis approach with an iterative and inductive methodologies.

Findings

The analysis produced a typology featuring seven categories of disruptive behaviors of customers: “Inattentive Parents with Naughty Kids”, “Oral Abusers”, “Outlandish Requesters”, “Hysterical shouters”, “Poor Hygiene Manners”, “Service Rule Breakers” and “Ignorant Customers”.

Practical implications

Using the typology developed in this study, managers and operators of hospitality businesses can identify specific customer service behaviors and develop strategies and actions to minimize the impact of those behaviors on the service experience of other customers.

Originality/value

Even though a great deal of attention has been given to how employees can damage customers’ service experiences, much less work has been conducted on disruptive behaviors of customers as an influential factor of service quality and satisfaction. This study aims to address this gap in the literature by developing a typology of disruptive customer behaviors.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 9
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 7 January 2021

Antony King Fung Wong, Mehmet Ali Koseoglu and Seongseop (Sam) Kim

This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium.

Abstract

Purpose

This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium.

Design/methodology/approach

Longitudinal analyses using 14,229 journal articles as data source were realized by adopting BibExcel, Gephi and VOSviewer network analysis software packages.

Findings

This study provides a comprehensive overview of the hospitality and tourism research based on authorship and social network analysis, with patterns of prolific authors compared over four distinct periods.

Research limitations/implications

The hospitality and tourism academic society is clearly illustrated by tracing academic publication activities across 20 years in the new millennium. In addition, this study provides a guide for scholars to search for multidisciplinary collaboration opportunities. Government agencies and non-governmental organisations can also benefit from this study by identifying appropriate review panel members when making decisions about hospitality- and tourism-related proposals.

Originality/value

To the best of authors’ knowledge, this study is the first to use bibliometric analysis in assessing research published in leading hospitality and tourism journals across the four breakout periods in the new millennium.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 8 July 2014

Dogan Gursoy, Joseph S. Chen and Christina G. Chi

The purpose of this paper is to identify the most critical antecedents of destination loyalty formation (DLF) and to develop a series of propositions for the relationships…

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2905

Abstract

Purpose

The purpose of this paper is to identify the most critical antecedents of destination loyalty formation (DLF) and to develop a series of propositions for the relationships among the antecedents of loyalty formation and their direct and indirect impacts on loyalty formation.

Design/methodology/approach

This conceptual paper provides a comprehensive review of the previous studies that examined destination loyalty and posits a framework of tourist DLF titled Destination Loyalty Formation.

Findings

In the proposed conceptual model, the sequential relationships among the antecedents of tourist destination loyalty postulate that previous experiences are the most influential driver that could manipulate tourist destination loyalty. Place attachment and involvement constitute the second most influential factors of DLF. In addition to the above two variables, destination image is proposed to have direct and indirect effects on perception of service quality and satisfaction. Meanwhile, service quality and tourist satisfaction are proposed to have the largest magnitude of direct impacts on destination loyalty.

Originality/value

Previous studies examined most of the antecedents of destination loyalty separately. There is yet an effort to simultaneously consider antecedents of destination loyalty to examine how each antecedent relates to DLF. This conceptual paper attempts to address this issue by proposing a conceptual model that simultaneously considers antecedents of destination loyalty and examines how each antecedent relates to DLF.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Content available
Book part
Publication date: 28 December 2016

Abstract

Details

The Handbook of Managing and Marketing Tourism Experiences
Type: Book
ISBN: 978-1-78635-289-7

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