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Given that the recovery of the hospitality industry is hampered by worker shortages resulting from the loss of talents during the ongoing pandemic, the purpose of this study is to examine how professional identity affects hospitality employees’ psychological responses to the COVID-19 crisis and their intentions to leave the industry.

This study sample consisted of 1,188 US hospitality employees. The cross-sectional data were analyzed using partial least square structural equation modeling, analysis of variance and multigroup analysis.

A double-barreled effect of professional identity on career change intention was identified. Hospitality employees possessing a stronger professional identity were found to be more passionate and satisfied with their careers and less likely to switch to other industries. However, these individuals also feel more distressed by the pandemic crisis, which is associated with a heightened level of career change intentions.

The findings of this study confirm the importance of identity building as a means of sustaining the hospitality workforce. As nascent professionals possess a weaker identity and stronger intention to leave the industry, immediate attention should be paid to these individuals.

This study expands the knowledge surrounding the influences of hospitality professional identity as it exerts a double-barreled effect on career change intention. Further insights regarding how hospitality employees at various career stages respond differently to the COVID-19 crisis are uncovered by examining the moderating effects of industry experience.

The purpose of this study is to investigate how the levels of perceived information influence consumers’ purchase evaluations and intentions when making hotel reservations on an opaque-selling travel website. Because of the uniqueness of the opaque-selling model, consumers must book a hotel room without knowing the hotel’s identity. Thus, consumers’ decision-making process is intricate and substantially influenced by the limited information provided by the websites.

This study used an experimental design approach that used promotional and preventative messages to manipulate the information levels. In total, 402 completed questionnaires were collected and analyzed by using quantitative research method.

The results indicated that perceived risks and perceived benefits lead toward different paths in regard to purchase intentions and information inquiries. To make a final booking decision, consumers have to go through a “debating” process, which involves assessing the overall value of the hotel deal claimed on the website.

To reduce consumers’ perceived risks and increase the likelihood of purchasing, opaque-selling websites should cautiously choose what information is displayed on their websites and also improve communications and interactions with the consumers.

This study contributes to the limited literature on information levels and its role in consumer’s evaluative process in the context of opaque-selling travel websites. In addition, this study has presented insights into opaque-buying behavior so that hotel manager may develop more appropriate pricing strategies for their target customer group.

The purpose of this paper is to explore business travelers’ sleep experience in hotels by measuring sleep quality and determining the extent to which hotel attributes, demographic characteristics, and hotel quality level influence their sleep quality while staying in hotels.

This study utilized a self-reported survey to obtain data from business travelers who have stayed in a hotel at least two nights for a business trip in the past 30 days. A total of 304 business travelers were surveyed in this study.

The results indicated that there was a difference in the factors that influenced business travelers’ overall satisfaction with sleep in mid-scale (2.5-3.5 stars) vs upscale hotels (4+stars). The findings showed that business travelers generally had lower sleep quality at hotels and they were more likely affected by noise both outside and inside the guestroom, as well as material elements inside the room.

This study represents a pioneering attempt at exploring business travelers’ sleep quality and satisfaction with sleep in hotels. Furthermore, this study contributes to the limited research addressing sleep quality as a fundamental function of hotel services. Also, this is the first study to measure business travelers’ sleep quality in hotels by using the sleep quality scale.

The purpose of this conceptual paper is to underline several issues related to cybersecurity in the hospitality industry; address the importance of evaluating cyber risks, vulnerabilities and capabilities; and provide suggestions for hospitality operators to minimize the damage that cyberattacks could cause. Future research addressing cyber threats is a call to action.

To understand the occurrence and the impact of information security, the researchers reviewed the previous research regarding information security and used the database from Privacy Rights Clearinghouse and collected 76 information security incidents in the US hospitality industry since 2006.

The increasing frequency of data breach incidents from 2006 to 2017 indicates that the issue of cybercrimes has become more critical in the hospitality industry.

This conceptual paper sheds light on the issues of cybersecurity in risk assessment and heightens the necessity of discussing data breach issues in future hospitality research.

本论文旨在提出几项有关酒店行业网络安全的问题, 并指出网络风险评估的重要性、脆弱性、以及能力, 本论文对酒店行业人如何减少网络攻击所带来的损害有着建设性意义。未来科研应该加强对网络威胁方面的研究工作。

为了了解信息安全的缘由和影响, 本论文作者审阅了有关信息安全的文献, 并且借用隐私权咨询中心（Privacy Rights Clearinghouse）的数据库, 采集了自2006年以来美国酒店行业76起信息安全事件, 以进行分析研究。

本论文发现自2006年起至2017年, 数据泄露事件发生频率在与日俱增。此现象表明网络犯罪在酒店行业已经成为越来越严重的问题。

本论文是理论性文章, 其研究结果对风险评估中的网络安全问题有着启示作用, 此外, 本论文还重点提出了未来酒店管理研究方向, 应该着重研究数据泄露问题。

关键词 网络安全 、数据泄露事件 、风险评估 、信息技术 、酒店行业

In hotels, room attendants are often invisible to hotel guests. This study aims to understand how customers would increase their voluntary tips when there was less or no personal interaction and communication between customers and service providers. Specifically, the purpose of this study is to investigate whether providing different greeting cards in hotel rooms would affect hotel guest tipping behavior.

A field study was conducted in an upscale independent hotel. Four types of greeting cards through two personalized factors, perceived effort and personalization, were placed in the hotel rooms. The tipping amount for each room-night was recorded during the data collection.

There were 3,285 room-nights tip records collected in this study. The results indicated that non-personalized housekeeping greeting cards did not increase the likelihood of guests to tip, but they may increase the average tipping amount; the personalization of greeting cards from room attendants had positive effects on guest tipping behavior; the hand-written greeting card and name-introduction greeting card were predictors that can significantly increase the likelihood of hotel guests to tip.

The empirical research results support social presence theory. With more consistent tipping in hotel rooms, attendants may be able to predict tips through their job performance; thus, creating a win-win in the lodging industry.

This study contributes to understanding guest-tipping behavior in the hotel rooms.