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1 – 10 of over 2000
Article
Publication date: 9 June 2023

Giang Hoang, Tuan Trong Luu, Thuy Thu Nguyen, Thuy Thanh Thi Tang and Nhat Tan Pham

This study aims to investigate the effects of entrepreneurial leadership on service innovation in the hospitality industry and examine the mediating effects of market-sensing…

Abstract

Purpose

This study aims to investigate the effects of entrepreneurial leadership on service innovation in the hospitality industry and examine the mediating effects of market-sensing capability and knowledge acquisition. Additionally, the study explores the moderating role of competitive intensity in the relationships between market-sensing capability, knowledge acquisition and service innovation, drawing on the dynamic capability theory and resource dependence theory.

Design/methodology/approach

The data for this study were obtained from 322 employees and 137 leaders working in 103 hotels in Vietnam, using a time-lagged approach. The collected data were analyzed using structural equation modeling in SPSS Amos 28.

Findings

The results of this study reveal a significant positive association between entrepreneurial leadership and service innovation, with mediation effects observed through both knowledge acquisition and market-sensing capability. Moreover, the findings demonstrate that competitive intensity moderates the association between knowledge acquisition and service innovation.

Practical implications

The results of this study provide implications for hospitality firms to cultivate entrepreneurial leadership through leadership training and development programs and enhance their dynamic capabilities (i.e. market-sensing capability and knowledge acquisition) to allow them to survive and develop in a competitive market.

Originality/value

This study advances entrepreneurial leadership research in the hospitality context by identifying mediating and moderating mechanisms that translate entrepreneurial leadership into hospitality firms’ service innovation.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 16 February 2024

Kamrul Hasan Bhuiyan, Selim Ahmed and Israt Jahan

The study investigates the consumer’s attitude to using artificial intelligence (AI) devices in hospitality service settings considering social influence, hedonic motivation…

Abstract

Purpose

The study investigates the consumer’s attitude to using artificial intelligence (AI) devices in hospitality service settings considering social influence, hedonic motivation, anthropomorphism, effort expectancy, performance expectancy and emotions.

Design/methodology/approach

This study employed a quantitative methodology to collect data from Bangladeshi consumers who utilized AI-enabled technologies in the hospitality sector. A total of 343 data were collected using a purposive sampling method. The SmartPLS 4.0 software was used to determine the constructs' internal consistency, reliability and validity. This study also applied the partial least squares structural equation modeling (PLS-SEM) to test the research model and hypotheses.

Findings

The finding shows that consumer attitude toward AI is influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy and emotions. Specifically, hedonic motivation, social influence and anthropomorphism affect performance and effort expectations, affecting consumer emotion. Moreover, emotions ultimately influenced the perceptions of hotel customers' willingness to use AI devices.

Practical implications

This study provides a practical understanding of issues when adopting more stringent AI-enabled devices in the hospitality sector. Managers, practitioners and decision-makers will get helpful information discussed in this article.

Originality/value

This study investigates the perceptions of guests' attitudes toward the use of AI devices in hospitality services. This study emphasizes the cultural context of the hospitality industry in Bangladesh, but its findings may be reflected in other areas and regions.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Book part
Publication date: 26 March 2024

Sanjeev Kumar, Bharat Kapoor and Mushtaq Ahmad Shah

Purpose: The hospitality industry faces several contemporary issues and challenges that have the potential to impact its growth and development. This study aims to identify and…

Abstract

Purpose: The hospitality industry faces several contemporary issues and challenges that have the potential to impact its growth and development. This study aims to identify and analyse contemporary issues and challenges facing the hospitality industry, including trends, regulations, and Tech salutation.

Need for the study: The hospitality industry plays a significant role in the global economy with its diverse services, including accommodation, food and beverage, events, and tourism. However, the sector faces several contemporary issues and challenges that have the potential to impact its growth and development. This study will provide an overview of the most significant problems and challenges facing the hospitality industry today.

Methodology: The researchers used secondary data for the analysis of the chapter. The researchers reviewed journal papers, books, book chapters, government websites, handbooks, reports, internet, and official records for identification of issues and challenges in the hospitality industry.

Findings: The study identified several contemporary issues and challenges facing the hospitality industry, including the impact of technology and COVID-19 on operations and customer experience, changing consumer preferences for sustainable and ethical practices, labour shortages and retention issues, increasing competition, and changing regulatory environments.

Practical implications: The hospitality industry faces numerous contemporary issues and challenges that impact its sustainability and profitability. Industry stakeholders must understand and address these challenges to remain competitive and relevant in a rapidly changing global market. The findings of this study provide valuable insights into the contemporary issues and challenges facing the hospitality industry and suggest potential strategies for addressing these challenges.

Details

The Framework for Resilient Industry: A Holistic Approach for Developing Economies
Type: Book
ISBN: 978-1-83753-735-8

Keywords

Article
Publication date: 28 April 2023

Yijing Lyu, Hong Zhu, Emily G. Huang and Yuanyi Chen

The purpose of this paper is to propose a research model in which coworker service sabotage influences hospitality employees’ service creativity via work engagement. It also aims…

Abstract

Purpose

The purpose of this paper is to propose a research model in which coworker service sabotage influences hospitality employees’ service creativity via work engagement. It also aims to test the moderating effect of sensitivity to the interpersonal mistreatment of others (SIMO).

Design/methodology/approach

A time-lagged questionnaire study was performed in hotels in China. The hypotheses were tested via hierarchical multiple regression.

Findings

Coworker service sabotage is indirectly associated with hospitality employees’ service creativity via work engagement. The trait of SIMO buffers the harmful effect of coworker service sabotage.

Research limitations/implications

Although our research design helps mitigate common method bias, it could still exist. Other coworker behaviors that might influence employees were not included in this research. The findings may also be biased due to the restricted sample from China.

Practical implications

Hospitality organizations should take measures to curb service sabotage. Organizations could also provide supportive resources to suppress the negative impacts of coworker service sabotage. Moreover, organizations should motivate those low in SIMO to care more about customers.

Originality/value

The research takes the lead in investigating the outcomes of service sabotage from a third-party perspective. Work engagement is identified as the mechanism for transmitting the impact of coworker service sabotage to employees. Moreover, a new moderator that attenuates the negative effects of coworker service sabotage is found.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 January 2024

Kunlin Li, Xin Sun and Jin Cheng

This study examines how leaders’ narcissistic rivalry (LNR) affects the in-role performance (IRP) and proactive customer service performance (PCSP) of employees in the hospitality…

Abstract

Purpose

This study examines how leaders’ narcissistic rivalry (LNR) affects the in-role performance (IRP) and proactive customer service performance (PCSP) of employees in the hospitality industry. Specifically, this study investigates the mediating role of psychological distress and the moderating role of locus of control (LOC) in the aforementioned relationships.

Design/methodology/approach

This study administered a multi-wave, multi-source questionnaire survey with 323 employees working in 11 full-service hotels in China. Statistical analyses were performed using the PROCESS macro in SPSS 26 software and structural equation modeling using Mplus 8.3 software.

Findings

The authors' results suggest that LNR can negatively affect hospitality employees’ IRP and PCSP and that these relationships are mediated by psychological distress. Additionally, the impact of LNR on psychological distress can be lessened by internal LOC.

Originality/value

This study contributes to the literature on leader narcissism by investigating how LNR affects IRP and PCSP among hospitality employees. Drawing on conservation of resources theory, this study also identifies a novel mediating mechanism (psychological distress) connecting LNR to hospitality employees’ service outcomes. Furthermore, this study reveals the moderating role of LOC in the relationship between LNR and psychological distress.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 7 June 2023

Yogesh K. Dwivedi, Neeraj Pandey, Wendy Currie and Adrian Micu

The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies…

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Abstract

Purpose

The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies in customer interface and backend activities, including the adoption of self-serving technologies. This study aims to analyze the existing practices and challenges and establish a research agenda for the implementation of generative artificial intelligence (AI) (such as ChatGPT) and similar tools in the hospitality and tourism industry.

Design/methodology/approach

This study analyzes the existing literature and practices. This study draws upon these practices to outline a novel research agenda for scholars and practitioners working in this domain.

Findings

The integration of generative AI technologies, such as ChatGPT, will have a transformational impact on the hospitality and tourism industry. This study highlights the potential challenges of implementing such technologies from the perspectives of companies, customers and regulators.

Research limitations/implications

This study serves as a reference material for those who are planning to use generative AI tools like ChatGPT in their hospitality and tourism businesses. This study also highlights potential pitfalls that ChatGPT-enabled systems may encounter during service delivery processes.

Originality/value

This study is a pioneering work that assesses the applications of ChatGPT in the hospitality and tourism industry. This study highlights the potential and challenges in implementing ChatGPT within the hospitality and tourism industry.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 January 2024

Hafiz Muhammad Wasif Rasheed, He Yuanqiong, Hafiz Muhammad Usman Khizar and Junaid Khalid

This study aims to identify, review and synthesize existing literature on key theories, drivers and barriers affecting consumer adoption or resistance to artificial intelligence…

Abstract

Purpose

This study aims to identify, review and synthesize existing literature on key theories, drivers and barriers affecting consumer adoption or resistance to artificial intelligence (AI) in the hospitality sector.

Design/methodology/approach

This study aims to conduct a complete literature review of the accrued knowledge generated so far on AI in the hospitality sector. To attain the overall objectives of this study, we used the systematic literature review (SLR) method. This method systematically handles the diversity of knowledge in a specific topic to answer precise research questions. It also generates new visions through a synthesis of the literature, to identify the knowledge gaps, set the new directions for the future researcher and provide sufficient guidance to inform the policy and practice.

Findings

The findings of this study are presented in three sections, as follows: descriptive analysis, content analysis and synthesized framework. The findings highlighted the state-of-the-art mapping of the existing research in terms of publication frequency over time and across publication outlets, key theories, methods and geographies. In addition, literature on consumer adoption (or resistance) of AI in hospitality is content analyzed to highlight key drivers and barriers. Moreover, this review critically evaluates extant literature and sets future agendas by postulating specific research questions for further knowledge development in this field of study.

Research limitations/implications

The SLR focused on consumer adoption or resistance to use AI in hospitality literature. The future researcher may include additional streams to get better results.

Practical implications

The study findings will help multiple stakeholders to understand the underlying causes of customer resistance or barriers to the intention to use/adopt AI services in the hotel sector. Furthermore, study results will allow them to better analyze the relationship between customer barriers, intents or consumer decision behaviors.

Originality/value

First, this study provides a comprehensive synthesis of the literature on the consumer adoption or resistance of AI in hospitality. This study categorizes the existing diversified literature in two main themes – drivers and barriers – to present a simplistic picture of the existing literature. Second, the review highlights the gaps and limitations in existing research and provides guidance for future scholars. Third, the key contribution of this review is the development of a unified framework on the consumer adoption or resistance of AI in the hospitality sector. That is, this study puts forward the behavioral reasoning theory framework and suggests that future research using this lens will immensely contribute to existing literature. Finally, this study facilitates the practitioners to understand the key motivating and hindering factors affecting the adoption and resistance behavior.

Details

Journal of Hospitality and Tourism Technology, vol. 15 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 16 June 2023

Yao-Chin Wang and Muzaffer Uysal

Following the increasing trend of artificial intelligence (AI) research in hospitality literature, this critical reflection paper aims to identify AI-assisted mindfulness as a…

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Abstract

Purpose

Following the increasing trend of artificial intelligence (AI) research in hospitality literature, this critical reflection paper aims to identify AI-assisted mindfulness as a critical yet under-investigated issue and to contribute feasible directions for future research.

Design/methodology/approach

The authors first conceptualize a framework explaining the effects of mindfulness design in AI interventions on improving human mindfulness. The authors then identify opportunities for interventions in AI-assisted mindfulness for the tourism, hospitality and events industries. Finally, the authors propose potential themes for AI-assisted mindfulness research.

Findings

This study contributes three major conceptual works. First, we conceptualize a framework of AI-assisted mindfulness, showcasing that the scope of AI-assisted mindfulness spans from AI interventions to state mindfulness and then to trait mindfulness. Second, the authors offer two approaches to strategic thinking, one from mindfulness (i.e. mindfulness-focused niche markets and activities) and one from AI applications (i.e. AI-facilitated devices and platforms), to identify opportunities for AI-assisted mindfulness interventions. Third, for both management- and marketing-oriented AI-assisted mindfulness research, the authors propose 18 themes.

Research limitations/implications

This critical reflection paper offers directions for future knowledge creation in AI-assisted mindfulness in the tourism, hospitality and events industries.

Originality/value

To the best of the authors’ knowledge, this critical reflection paper serves as the first in hospitality and tourism literature to systematically propose the research issue of AI-assisted mindfulness, offering directions and themes for future research.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 20 January 2022

Manoj Kumar, Pradeep Mamgain, Srinivas Subbarao Pasumarti and Pooja K. Singh

The purpose of the study is to explore the relationship among organisation information technology support (OITS), knowledge sharing behaviour (KSB) and service innovation…

Abstract

Purpose

The purpose of the study is to explore the relationship among organisation information technology support (OITS), knowledge sharing behaviour (KSB) and service innovation performance (SIP) in the context of the Indian Hospitality Industry (IHI). This study also attempts to examine the role of KSB as a mediator in the relationship between IT support and SIP and the firm age test as a moderating variable for service innovation performance.

Design/methodology/approach

Proposed relations are empirically examined, and the study was carried out on 115 employees from 71 randomly selected hotels situated in the major five travel destinations of Uttarakhand state of India. Initially, confirmatory factor analysis was performed to validate the construct, afterword structural equation modeling (SEM)-Path analysis was accomplished. The researcher examines the mediation and moderation relations of the variables through statistical tests executed with the help of AMOS 24 and SPSS 26.

Findings

The study result indicated that organisation IT support has a positive influence on knowledge sharing and SIP. The mediation result findings showed KSB is partially mediated between OITS and SIP. Sequentially, firm age moderation found the statistical results shown significant difference in young and old hotels.

Research limitations/implications

This study only covers the aspect of the “knowledge sharing behaviour” dimension among the major organizations’ IT support capabilities and examined both variables that might be anticipated in SIP. Considering this limitation, new areas of research investigation are open to future researchers.

Practical implications

The study has both theoretical and managerial implications for academicians, practitioners and researchers. An attempt to conceptualise detailed insights on organisational IT support adaptation and KSB enhancement, which further leads to lifting SIP. Moreover, the study recommended for professionals to implement KM practices and mobilise the knowledge resources optimally to achieve better organizational outcomes.

Originality/value

The study attempts to delineate the proposed relationship and provides valuable insights for practitioners and academicians by including the knowledge sharing dimension to improve the SIP context of the IHI.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 54 no. 2
Type: Research Article
ISSN: 2059-5891

Keywords

Book part
Publication date: 1 February 2024

Gökhan Yılmaz

The gastronomy industry is one of the industries in which consumers use technology most frequently, such as robotics, artificial intelligence and automation systems. Service…

Abstract

The gastronomy industry is one of the industries in which consumers use technology most frequently, such as robotics, artificial intelligence and automation systems. Service robots are generally defined as online programs that can act independently or under the control of a human that can carry human characteristics such as speaking, understanding and acting. This study aims to examine and evaluate the studies on service robots in the gastronomy industry regarding quantity or quality, to understand the phenomenon more comprehensively, and to determine a holistic perspective. To this end, a qualitative research approach was adopted. Document technique was used to collect data within a systematic literature review framework, and the data were analysed by descriptive analysis. According to the findings, the papers on service robots in the gastronomy industry are still in their infancy, and these studies have increasingly gained speed in the last five years.

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