Search results

The purpose of this study is to deepen the understanding of consumers value collaboration with a service provider, specifically, how consumer self-determination affects value co-creation outcomes.

Self-determination theory (SDT) need-based motivational factors were operationalized in co-creation as commitment to resources (autonomy), feedback (competence) and collectives (relatedness). A between–within factorial experimental design (3 × 2 × 4) was conducted using online scenarios depicting value co-creation in a destination resort setting. Respondents were randomly and equally assigned to strong and weak SDT factor conditions. Next, they were exposed to scenarios depicting four types of value co-creation: co-innovation, co-creation of marketing, co-creation of experience and co-recovery, followed by an assessment of their co-created value (CCV), well-being, satisfaction and service advantage perceptions.

Results revealed that overall strong SDT conditions produce better outcomes. Consumers’ relatedness showed the strongest difference between strong and weak SDT conditions on the CCV dimensions. Further analysis revealed that autonomy and relatedness are crucial for collaboration. CCV meaningfulness is central for customers to improve their well-being, satisfaction and competitive advantage perceptions through co-creation.

The study contributes to a line of research on successful voluntary value co-creation processes between consumers and a company. The integration of service-dominant logic (SDL), axiology of value (AOV) and SDT, uniquely operationalized as commitment to resources as autonomy, feedback as competence and co-creation collective as relatedness offers a better understanding of how customers appraise the dimensions of CCV and outcomes of well-being, satisfaction and competitive advantage.

This study aims to examine how hospitality consumers of different generations appraise competitive service advantage (CSA) of service providers, based on providers’ business models and value propositions, particularly, how these perceptions influence consumers’ purchase intention, subjective well-being and trust in service provider.

This study used a 3 × 4 between-within online scenario-based experimental design (business models: traditional, collaborative, shared; value propositions: innovation, marketing, service production, recovery) using equal and randomized assignment to experimental conditions. Following equal quota-based randomized sampling, three generations were examined (n = 180): baby boomers, Generation Xers and millennials. Multivariate analysis of variance and PROCESS macro were used to analyze the data.

Hospitality consumers perceived value propositions from providers with different business models inversely based on their perceptions of firms’ CSA, subjective well-being and trust. CSA amplified the outcomes and served a mediating role for purchase intention, subjective well-being and trust. Different outcomes were based on generational cohorts.

Customer perceptions of firm’s unique competitive position should be managed holistically by combining business models, value propositions and generational cohorts to ensure customers’ purchase intention, trust and subjective well-being. CSA should be communicated to customers differently based on generational membership.

This study deepens knowledge of CSA, specifically from the consumer level of analysis. The key contribution is the role of CSA as a mediator for hospitality business models and customer-related outcomes of purchase intention, subjective well-being and trust. This study brings forward consumer subjective well-being as a potential goal for hospitality firms.

The purpose of this paper is to introduce and test customer perceptions of four types of value co-creation (VCC), explore VCC a priori condition of relatedness, operationalized as commercial friendship, examine customer voluntary participation in VCC through initiation (customer vs company), and the influence of these factors on relational outcomes of VCC: satisfaction, loyalty and trust.

A scenario-based 2×2×4 experimental design was set in a destination resort context: weak vs strong commercial friendship, customer vs company co-creation initiation and four types of VCC. The 248 resort guests were equally and randomly assigned to experimental conditions. Multivariate analysis of variance and repeated measures analysis of variance was utilized.

Results demonstrated that customers perceived VCC processes differently. Co-creation of experience and co-recovery outcomes had significantly higher relational outcomes when compared to co-creation of marketing and co-innovation. Experiencing stronger commercial friendship, as customer–company relatedness and being invited to co-create resulted in stronger customer relational outcomes.

The core theoretical contribution of this study is the comparative analysis of customer perceptions of four distinctly different types of VCC: co-innovation, co-creation of experience, co-creation of marketing and co-recovery. A priori conditions of relatedness and co-creation initiation were established as antecedents of VCC processes among customers and service providers. When a service provider initiates VCC, it can positively affect customers’ relational outcomes of satisfaction, loyalty and trust.

This study sought to understand how having a calling influenced engagement, work–life balance and career satisfaction for Professional Golfers Association of America (PGA) and Golf Course Superintendent of America (GCSA) professionals.

A conceptual model was used to examine callings among golf course supervisors and its impact on their engagement, work–life balance and career satisfaction. This study also explored the moderation effect of employees’ generalized or specialized role on the calling–engagement relationship. Surveys were collected from a single golf management company and partial least squares structural equation modeling (PLS-SEM) was used for data analysis.

The results revealed significant relationships among all of the variables, with the exception of the impact of having a calling on work–life balance. Additionally, the more having a calling increased, the more important it was for supervisors to have specialized roles to increase their engagement.

This study identifies important differences in factors that promote career satisfaction for golf course supervisors and extends current understanding of role theory.

The purpose of this paper is to examine consumer involvement with a popular US-based coffee-shop brand consumer-generated advertising (CGA) and its effect on brand loyalty and trust, to test the influence of antecedents: organizational transparency and brand authenticity on CGA involvement, and to analyze differences among customers and non-customers of the brand.

Grounded in the service-dominant logic and signaling theory, a scenario-based survey describing a contest to co-create a video commercial, as CGA, for a prominent US-based coffee-shop brand, yielded 492 responses from recent restaurant patrons. Structural equation modeling was used to test the effects of involvement in CGA on loyalty and trust. Multi-group comparison examined the differences between customers and non-customers of the brand.

Involvement in CGA had positive effects on loyalty and trust for both brand customers and non-customers. Transparency builds perceptions of brand authenticity; both authenticity and transparency significantly and positively affected trust, but only authenticity influenced loyalty. There was a stronger impact of involvement with CGA on loyalty for non-customers than brand customers. Non-customer perceptions of the brand’s authenticity influenced brand trust more significantly than customer perceptions.

Coffee-shop brand marketers should leverage online and physical brand exposure to involve both customers and non-customers in company-driven CGA, as a relationship management and marketing tool. Marketers should enhance transparency, which builds perceptions of brand authenticity, leading to greater CGA involvement.

This study contributes to hospitality research and literature, revealing that non-customers can be converted to brand customers through authenticity and indirect involvement with CGA, leading to long-term relational outcomes. The results identified consumers’ perception of organizational transparency is an antecedent of brand authenticity and established CGA contests as a relational marketing tool for hospitality brands.

This study aims to understand employee career retention in the hospitality industry. Building on the socially embedded model of thriving, signaling theory and social cognitive career theory (SCCT), the study examines a structural model of psychological contract fulfillment (PCF), perceived organizational support (POS), thriving, career satisfaction and career turnover intention.

The proposed research model was tested using structural equation modeling with responses from 300 US hospitality employees. Data were collected using an online survey available through a panel service at Qualtrics.

Empirical results supported all proposed hypotheses and confirmed the critical mediation role of thriving for workplace contextual factors and employee career retention. As predicted, both PCF and POS positively influenced employee thriving, which positively influenced career satisfaction and negatively influenced career turnover intention.

Findings of this study yielded several recommendations for hospitality managers, including using the concept of thriving as an indicator and a remedy for employee career development and retention.

Given the increased need for qualified talent and reduced career satisfaction, this study sheds light on the further understanding of sustainable employment in the hospitality industry. Using signaling theory and SCCT as an overarching framework, this study extends the socially embedded model of thriving as well as SCCT and supports combining psychological contract theory and organizational support theory to better understand hospitality career retention.

The purpose of this paper is to critically assess the state of substantive, methodological and conceptual development of talent management (TM) within hospitality and business research and to identify gaps, examine debates and provide hospitality research direction.

After identifying 545 articles from 22 peer-reviewed journals from Google Scholar using “talent management,” only articles directly related to TM (n = 149) were analyzed using the validity network schema (VNS). The advantage of the VNS approach is in-depth analysis of the three research domains – substantive, methodological, and conceptual – and evaluation of the pathways between domains emerging in a unique hospitality TM perspective.

Substantive domain TM discourse analysis identified 12 general and 5 hospitality-related topics. The resulting research framework depicted how global trends, organizational, employee-specific factors and organizational-management tactics affect (1) organizational, (2) personal, (3) societal, and (4) customer outcomes. Methodological domain analysis revealed business TM research in the mature stage, while hospitality TM research is in the embryonic stage of development. TM researchers predominantly used observational, descriptive and industry-specific data, advancing the field with associated research frameworks. Conceptual domain analysis uncovered opportunities to advance theoretical foundations and test causal relationships.

VNS analysis identified the importance of conceptual, methodological and substantive domains of TM research. The comprehensive TM research framework was proposed with eight research pathways to guide future hospitality studies. This paper advances the unique hospitality industry-specific scholarship and practice, focused on employee well-being rather than solely organizational gain.

This study aims examine the impact of authentic leadership on the career satisfaction of hospitality employees through the lens of thriving. The two components of thriving, that is, learning and vitality, are tested as mediators, and psychological contract fulfillment is tested as a boundary factor.

Data are collected using an online survey through the Qualtrics panel service in the USA. Structural equation modeling and an invariance test are conducted to investigate the framework.

The findings show that authentic leadership can determine career satisfaction through the influence of learning and vitality. Moreover, psychological contract fulfillment exerts a conditional effect on this mediation.

The findings of this study extend the understanding on authentic leadership and its impact under specific conditions. This study offers several meaningful recommendations to hospitality managers on how to influence employees’ career success to maintain sustainable performance. Detailed approaches include establishing practices for regular and authentic leadership development, increasing attention on employee thriving states and addressing employee psychological contracts.

This study enriches research on authentic leadership and career management in the hospitality industry. Moreover, this study provides meaningful insights by examining the relationships between authentic leadership, thriving, career satisfaction and psychological contracts.

This study aims to develop a conceptual model of service climate in hospitality, which tests its relationship with psychological capital (PsyCap), quality of work life (QWL) and turnover intention.

Data were collected among hotel employees by using an intercept approach and Qualtrics online survey system. Structural equation modeling examined the hypothesized relationships among the constructs in the conceptual model.

Service climate showed a positive relationship with PsyCap and QWL, and PsyCap partially mediated this relationship. Employees’ level of PsyCap had a powerful impact on QWL. Specifically, employee QWL was a critical mediator (full mediation) between service climate and turnover intention. Finally, PsyCap and QWL showed combined mediating effects between service climate and turnover intention.

This study extends the service climate literature in hospitality by offering a new conceptual model representing employees’ perceptions of service climate that influence their willingness to leave the organization with the mediating effects of PsyCap and QWL based on the theory of work adjustment.

The theory of work adjustment provides a deeper understanding of how employees’ perception of service climate affects their turnover intention in hospitality, based on a sample of hotel employees.

This study demonstrates the importance of service climate in understanding the turnover intention of hotel employees.

This study aims to apply parasocial relationship theory to understand the hospitality brand-consumer relationship on social media. Aiming to examine brand-initiated mechanisms that drive relationship development, the study identified two sets of brand actions as antecedents, namely, content-related (utilitarian and hedonic benefits) and interaction-related factors (perceived interactivity and openness). This study also investigated the subsequent impacts of parasocial relationships on customer engagement behaviors and brand loyalty. As baby boomers are an important but understudied consumer cohort in social media marketing, this study empirically tested the proposed model for this specific group.

A survey was conducted electronically with baby boomer consumers from the USA. The partial least squares analysis was used to test the model validity for this consumer group.

The results of this study showed that content-related factors had significant effects on the parasocial relationship, which, in turn, significantly influenced customer engagement and brand loyalty.

This study responds to the recent calls from scholars on developing and expanding a nomological network of parasocial relationships to understand consumer-brand relationships in social media. By focusing on baby boomers, this study adds unique insights on understanding online relationships and engagement, specifically for this cohort. Future studies should expand the study by examining other generations, platform differences or using longitudinal methods.

This study informs hospitality marketers in the development and implementation of a successful Facebook relationship building campaign targeting baby boomers.

According to the authors’ knowledge, this is the first study known to have developed a coherent parasocial relationship model that combined content-related benefits, interaction-related factors, online engagement and brand loyalty. It also represents one of the few to examine how hospitality brands can build a parasocial relationship with baby boomers, an important but cohort, on social media and provide actionable insights to hospitality marketers for this generation.