Showing papers in "International Journal of Contemporary Hospitality Management in 2022"

A systematic and critical review of leadership styles in contemporary hospitality: a roadmap and a call for future research

Abstract: Purpose The purpose of this paper is to provide an overview of leadership styles in the hospitality industry. It also demonstrates theories used in hospitality leadership styles research, identifies the main outcomes and highlights gaps for future research. Design/methodology/approach This paper presents a comprehensive review of the 79 articles on leadership styles in the hospitality context spanning over 13 years (2008–2020) and extends the scope in distinctive means. Findings This review has demonstrated that leadership styles research in hospitality has made progress in the past 13 years; however, there are conceptual and empirical overlaps among different leadership styles in hospitality. There is a lack of research on antecedents and integrating theories in studies. This review has revealed that several leadership styles have not been rigorously examined in hospitality research with their outcomes. Research limitations/implications The search strategy used to find articles published in Web of Science about leadership styles in hospitality was restricted to title to boost the accuracy of the subsequent literature. Practical implications By following the guidance presented in this review, the authors expect to advance and maintain hospitality leadership research to provide substantive insights into the context of hospitality leadership over the coming years. Originality/value To the best of the authors’ knowledge, this study is one of the first to undertake a comprehensive understanding of various leadership styles in the hospitality context. This study provides a comprehensive projected research agenda to demonstrate theoretical discourses and empirical research. Overall, this critical review presents a holistic idea of the focus of the prior studies and what should be highlighted in future studies.

Metaverse as a driver for customer experience and value co-creation: implications for hospitality and tourism management and marketing

Abstract: Purpose Metaverse blends the physical and virtual worlds, revolutionizing how hospitality customers and hospitality organizations facilitate the co-creation of transformational experiences and values. This paper aims to explore the opportunities and challenges that Metaverse introduces for hospitality and tourism management and marketing as part of the customer experience and value co-creation process. This paper also discusses how the advent and development of Metaverse can potentially transform hospitality customer experience and value co-creation. Design/methodology/approach A comprehensive literature review was undertaken to explore conceptual developments on Metaverse and best practice examples from around the world. Findings Metaverse not only opens many exciting opportunities for hospitality and tourism but also poses some great challenges. Hospitality and tourism organizations need to use the Metaverse strategically to customize and co-create hybrid virtual and physical experiences, allowing consumers to engage with them and also with other customers before, during and after their visit. A range of research opportunities also emerge for the adoption and operationalization of Metaverse. Research limitations/implications This paper critically analyzes the early applications of Metaverse in hospitality and tourism as well as promotes future solutions for hospitality and tourism management and marketing. The conceptual model in this study can help different stakeholders better understand the flow, logic and potential of Metaverse in the hospitality and tourism industry. Originality/value The paper defines and conceptualizes the potential of Metaverse in hospitality customer experience and value co-creation. Besides putting forward a research agenda for further exploiting the full potential for both hospitality customers and hospitality organizations, this paper elucidates the impacts of Metaverse on hospitality management, rooted in the previous literature in value co-creation and technology-enhanced experience.

Management commitment to the ecological environment, green work engagement and their effects on hotel employees’ green work outcomes

Abstract: Purpose Using social exchange, signaling, job demands-resources and reformulation of attitude theories, the purpose of this paper is to propose and test a research model in which green work engagement (GWEN) mediates the impact of management commitment to the ecological environment (MCEE) on green creativity, task-related pro-environmental behavior (PEB) and proactive PEB. Design/methodology/approach Data for the paper were obtained from hotel customer-contact employees in Turkey and South Korea. The hypothesized associations were assessed via structural equation modeling. Findings The findings in Studies 1 and 2 supported the viability of the model. Specifically, GWEN partially mediated the effect of MCEE on task-related and proactive PEB, while it fully mediated the influence of MCEE on green creativity. Practical implications Management should invest and/or go on investing in environmental sustainability to send strong signals to employees that the organization really cares about the environment and is highly committed to the preservation and protection of the environment. With green training, empowerment and rewards, management can boost employees’ GWEN, which motivates them to engage in environmentally responsible behaviors. Originality/value The paper advances current knowledge by testing the relationship of MCEE, as appraised by employees, to their GWEN and green work outcomes. More importantly, the paper has explored the impact of GWEN in the intermediate relationship between MCEE and critical green work outcomes, such as green creativity, task-related PEB and proactive PEB. Further, the paper adds to the extant research by assessing the antecedents and outcomes of GWEN.

The role of green HRM in driving hotels' green creativity

Abstract: Purpose Employee green behavior can lead to a firm's green performance. However, green management research has not accorded adequate attention to the mechanism underlying green creativity. This study aims to investigate the influence of green human resource management (GHRM) practices on green creativity at both individual and collective levels. Design/methodology/approach Through a multisource, multiwave survey data obtained from employees of 3- to 5-star hotels in Kenya, the present study investigates how GHRM practices influence individual and collective green creativity. For the data analysis, we employed multilevel structural equation modeling using MPlus 7.2. Findings The study findings show that GHRM practices influence individual and collective green creativity. The proposed mediating role of the enablers of green culture (EGC) in these relationships was confirmed. Moreover, environmentally specific servant leadership moderated the relationships between GHRM and individual and collective green creativity. Research limitations/implications The study recommends that hotel management should embrace GHRM practices to nurture green creativity at the employee and team levels. The hotels management is further persuaded by the findings of this study to pay attention to the four EGC (leadership emphasis, message credibility, peer involvement and employee empowerment) which play a key role in enhancing green creativity among hotel employees. Practical implications The study recommends that hotel management should embrace GHRM practices to nurture green creativity at the employee and team levels. The hotels' management is further persuaded by the findings of this study to pay attention to the four EGC (leadership emphasis, message credibility, peer involvement and employee empowerment) which play a key role in enhancing green creativity among hotel employees. Originality/value We develop and propose an integrated conceptual framework by which hotels can deploy to nurture green creativity at individual and team levels. We anticipate that our study findings will elicit further research into the mechanisms that reveal the nexus between GHRM and other employee green performance outcomes in the hotel sector.

PLS-SEM’s most wanted guidance

Abstract: Purpose Partial least squares structural equation modeling (PLS-SEM) has attracted much attention from both methodological and applied researchers in various disciplines – also in hospitality management research. As PLS-SEM is relatively new compared to other multivariate analysis techniques, there are still numerous open questions and uncertainties in its application. This study aims to address this important issue by offering guidance regarding its use in contexts with which researchers struggle. Design/methodology/approach The authors examine the most prominent questions and answers posed in a well-known PLS-SEM discussion forum. The authors do so by using a text analysis technique to identify the most salient topics. Findings The data analysis identifies three salient PLS-SEM topics (i.e. bootstrapping and significance testing, higher-order constructs and moderation). Research limitations/implications The results allow us to address the PLS-SEM community’s main methodological issues. The authors discuss each area separately and provide explanations and guidelines. Practical implications The guidelines on the most important PLS-SEM topics provide decision-making and application aids. In this way, the authors make a decisive contribution to clarifying ambiguities when applying the PLS-SEM method in hospitality management research and other disciplines. Originality/value There has as yet been no systematic analysis of this kind in the field of PLS-SEM; the authors, therefore, present the first research results. The findings and recommendations provide guidance for PLS-SEM applications in hospitality research and practice.

Impact of green human resource practices on hotel environmental performance: the moderating effect of environmental knowledge and individual green values

Abstract: Purpose Green management initiatives are an influential factor for forward-thinking corporations across the globe. Human resource (HR) practitioners find incorporating sustainable development into HR practices a significant challenge, but green initiatives enhance environmental quality. This study aims to analyze the impact of green human resources management (GHRM) practices on hotel environmental performance (HEP) by incorporating environmental knowledge (EK) and individual green values (IGV) as a moderator. Design/methodology/approach The software Smart PLS has been used for data analysis, and partial least square-structural equation modeling has been used to assess measurement and structural models. Data was gathered from 329 white-collar employees of Pakistan’s guest service hotels. Findings The results reveal that GHRM practices positively correlate with employees’ affective commitment (EAC) and eco-friendly behavior. Also, employees’ eco-friendly behavior increases HEP, but EAC shows an insignificant association. Moreover, EK does not strengthen the relationship between GHRM practices and EAC and eco-friendly behavior. However, IGV strengthen the relationship between affective commitment and HEP. Practical implications The research suggests that management should embrace GHRM practices for better environmental performance. Hotels should ensure that all GHRM attributes, such as green recruitment, training and compensation, are rightly executed. They can help acquire and retain committed and eco-friendly employees whose environmental values and objectives are compatible with the organization. Originality/value It will provide insight into the role of the GHRM in fostering EAC and eco-friendly behavior that, in turn, influence environmental performance. Also, the theory of social identity has been incorporated to inspect employees’ behavior along with the moderating role of EK and IGV. It is crucial to understand two essential aspects in a developing country like Pakistan so that the hospitality sector can implement them efficiently in the future: how hotels protect the environment through their green practices and whether employees of a developing country depict eco-friendly behavior and affective commitment on the basis of GHRM.

The effects of job crafting on tour leaders’ work engagement: the mediating role of person-job fit and meaningfulness of work

Abstract: Purpose This study aims to examine the effects of job crafting on the work engagement of tour leaders mediated by person-job fit and the meaningfulness of work. Design/methodology/approach Derived from a sample of 331 tour leaders in China, the data for this research were analyzed using partial least squares structural equation modeling. Findings The findings revealed that job crafting increased tour leaders’ person-job fit and meaningfulness of work, which stimulated their work engagement. Tour leaders’ person-job fit also increased their work engagement and perceptions of the meaningfulness of work. Enhancing the work meaningfulness of tour leaders can significantly increase their work engagement. Person-job fit and meaningfulness of work had a significant mediating effect between job crafting and tour leaders’ work engagement. Practical implications Managers need to provide external conditions for tour leaders’ job crafting by expanding structural and social job resources and by creating more stimulating job environments. Managers can enhance tour leaders’ work engagement by shaping their work meaning and person-job fit. Originality/value First, this study empirically tested the effects of job crafting on tour leaders’ work engagement, thus directly addressed the lack of academic attention paid to this topic. Second, this study examines the mediating role of person-job fit and meaningfulness of work, with regard to tour leaders’ job crafting and work engagement, based on an integrative concept model.

A reflection on the Great Resignation in the hospitality and tourism industry

Abstract: Purpose This paper aims to provide a critical reflection on the Great Resignation in the hospitality and tourism industry in the wake of the COVID-19 pandemic. Specifically, this paper reviews the causes and effects of the Great Resignation, addresses the labor shortage in this industry and proposes strategies that can help manage the challenges. Design/methodology/approach This paper is based on a critical analysis of emerging phenomena, related literature and researchers’ experiences and insights. Findings The Great Resignation has presented unprecedented challenges for the hospitality and tourism industry. A closer examination reveals that the pandemic has served as a catalyst rather than a leading cause of this trend. Workforce issues are becoming increasingly complex under contemporary influences, including internal elements such as new explications at work and external factors like the gig economy and technology implementation. Practical implications This study provides practical implications on how Hospitality and Tourism practitioners can respond to the Great Resignation on micro, meso and macro levels. The practical implications revolve around employees’ changing needs and preferences in the wave of Great Resignation, as well as the necessity for employers’ reflection and improvement. Originality/value This study marks an initial attempt to provide a critical assessment of a contemporary issue involving the Great Resignation. This paper extends its discussion through an advanced analysis of the issue, offers suggestions to manage current obstacles related to labor issues in hospitality and tourism, and illuminates future research directions.

Travel experience sharing on social media: effects of the importance attached to content sharing and what factors inhibit and facilitate it

Abstract: Purpose This study aims to examine the factors influencing tourists to share their travel experiences on social media (SM). Design/methodology/approach An online questionnaire was administered to 1,280 American travelers, and the data were analyzed using partial least squares structural equation modeling (PLS-SEM). Findings The PLS-SEM results indicated that non-participant sharing had a direct and positive effect on tourists’ tendencies to share their travel experiences on SM. Environmental, relational and security concerns had direct and negative effects on actual travel-experience sharing, whereas altruism, personal fulfillment and self-actualization had direct and positive effects on actual travel-experience sharing. Practical implications Travelers were found to attach importance to content shared on SM when they believed the content to be objective and reliable and were more likely to share such content on their own SM accounts. This finding suggests that tourist-created content is crucial. Tourism businesses, therefore, should reduce or eliminate inhibitory factors to increase content sharing. This research provides guidance for tourism businesses’ SM initiatives. Originality/value The study, first, contributes to an understanding of the factors affecting the sharing of travel experiences on SM. Second, this study develops a holistic approach that integrates the factors that might affect tourists’ SM content-sharing behavior into a single model.

Linking environmental knowledge, environmental responsibility, altruism, and intention toward green hotels through ecocentric and anthropocentric attitudes

Abstract: Purpose This study aims to examine the effects of environmental knowledge, perceived environmental responsibility and altruism on tourist’s intention to stay in green hotels. In addition, the mediating role played by tourists’ attitudes, including ecocentric and anthropocentric attitudes, is explored. Design/methodology/approach Data were collected from 393 international tourists in Malaysia. This study followed a cross-sectional approach and applied the partial least squares – structural equation modelling using SmartPLS version 3 software to analyse the data and test the hypotheses. Findings The results indicated that environmental knowledge, altruism, environmental responsibility and ecocentric and anthropocentric attitudes positively influence tourists’ intention to stay in green hotels. Ecocentric attitudes mediate environmental knowledge, altruism, environmental responsibility and intention to stay in green hotels. However, environmental knowledge and altruism do not influence anthropocentric attitudes. Likewise, anthropocentric attitudes do not mediate the relationship between environmental knowledge, altruism, perceived environmental responsibility and intention to stay in green hotels. Research limitations/implications This study posed several theoretical and practical implications that will benefit future researchers and practitioners while exploring tourists’ behaviour in a green hotel context. Originality/value This study makes a unique and significant contribution by including ecocentric and anthropocentric attitudes in a unified model underpinned by the Theory of Planned Behaviour and the Value-Basis Theory.

Sustainability in hospitality and tourism: a review of key research topics from 1994 to 2020

Abstract: Purpose The purpose of this study is to examine the scientific research related to sustainability in hospitality and tourism from 1994 to 2020 by conducting bibliometric and science mapping analyses and to discuss the implications for prospective research opportunities. Design/methodology/approach Keyword co-occurrences with 2,980 published papers collected from the Web of Science (Social Science Citation Index and Emerging Sources Citation Index) were used for the bibliometric-based analysis. The authors use SciMAT software which offers relevant outputs, such as research themes and graphical outputs (strategic diagrams, cluster networks and science mapping representing the temporal evolution of the themes). Findings The findings show that biodiversity conservation, sustainable attitudes, climate change, protected areas, satisfaction and environmental management were the focal motor-themes in the studied periods. Additionally, four areas for future investigation are identified and discussed: sustainable behavior and environmental sustainability; consumption, demand and economic growth; tourism development and strategies; and rural tourism, poverty, ethics and education. Research limitations/implications This analysis shows insightful results processing a high number of published documents. However, the authors recommend further research focused on qualitative literature review for each critical topic. Originality/value The authors are unaware of analogous, completed and recent work about sustainability in hospitality and tourism. The authors believe this article is of great value to academics and practitioners because it synthesizes and disseminates the research topic while providing an outstanding basis for identifying research opportunities.

Peer-to-peer accommodation amid COVID-19: the effects of Airbnb cleanliness information on guests’ trust and behavioral intentions

Abstract: Purpose This study aims to explore the influence of different types of cleanliness information provided on the Airbnb platform (hosts’ sanitation labels, Airbnb cleaning protocol and previous guests’ reviews) on guests’ trust and behavioral intentions. Design/methodology/approach This study uses an online scenario-based experimental design. A two-step approach was applied to discover the proposed relationships by assessing the measurement model fit and validity of the constructs with confirmatory factor analysis and testing study hypotheses with structural equation modeling. Findings The results demonstrate that three types of cleanliness information (i.e. provided by Airbnb’s hosts, platform and customer reviews) had statistically significant effects on customers’ trust and behavioral intentions. Practical implications The research results provide practical recommendations for Airbnb hosts and peer-to-peer accommodation platforms on using several types of textual and visual cleanliness information to influence guests’ attitudes and behavioral intentions. Originality/value This study advances knowledge by introducing new factors affecting guests’ trust and behavioral intentions in peer-to-peer accommodation settings and differentiating the effects of different sources of cleanliness information and different types of guests’ trust.

Contemporary leadership in hospitality: a review and research agenda

Abstract: Purpose This paper aims to provide a comprehensive, structured, objective bibliometric review of the main leadership styles investigated in the hospitality industry from 1977 to 2021 (September) and depicts this field’s conceptual structure. Design/methodology/approach Bibliometric analysis techniques such as bibliographic coupling were used using several software applications (VOSviewer, BibExcel and Pajek, among others) to identify trends and research gaps in this literature. The paper provides an overview of the evolution of research activity on different leadership styles that yields important insights into research trends, most-researched themes, main authors and key journals. Findings A total of 287 publications on leadership from the Web of Science and Scopus databases were summarized. The number of studies on leadership has been growing since 2013, evincing persistent interest in the topic. Eleven main streams of leadership research in the hospitality literature were detected and characterized, with transformational and servant leadership emerging as the most common approaches. Possible evolution of the topics and future research lines were also identified. Research limitations/implications The findings can guide practitioners and scholars to further explore and implement emerging leadership styles in the hospitality sector. The paper also presents future research avenues to advance the field of leadership. Originality/value The current review provides a valuable framework for examining key leadership styles, understanding the most-researched styles and illustrating leadership's critical role in organizational and individual outcomes in hospitality businesses.

Understanding tourists' memorable local food experiences and their consequences: the moderating role of food destination, neophobia and previous tasting experience

Abstract: Purpose This study aims to test a new model by examining the influence of memorable local food consumption experiences (MLFCEs) on international diners’ affective states, well-being and attitudinal loyalty. Local food tasting destination, local food neophobia and previous local food tasting experience are used as moderating variables. Design/methodology/approach A quantitative data collection method was used to source data from 900 US tourists to European countries (excluding the UK) and Asian countries. The data were quantitatively analyzed to examine the multidimensionality of tourists’ MLFCEs as well as their influence on outcome variables. Findings The findings indicate that MLFCEs significantly explain diners’ attitude toward local food, subjective well-being, intention to recommend and attitudinal loyalty. Also, three variables partially moderate the associations between the proposed constructs. Research limitations/implications Theoretically, the study enhances our understanding of the dimensional nature of tourists’ MLFCEs and how they inform the affective and behavioral states of tourists. Practically, it provides insights for local food businesses and destination marketing organizations concerning the composition of tourists’ MLFCEs and promotion of a tourism destination. Originality/value This study has quantitatively unraveled the dimensionality of tourists’ MLFCEs. It also developed an integrated model to test the predictive effect of MLFCEs on outcome variables and has provided a deeper understanding of the relationships, thereby enriching the literature and aiding the development of relevant theories.

Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Abstract: Purpose This study aims to gain an understanding of hotel experiences during the pandemic by examining sentiments of guests posted online. Design/methodology/approach This paper incorporates the balance theory, in a dyadic system to analyze the ways in which guests were motivated to restore a position of balance during the unprecedented COVID-19 crisis. Qualitative content analysis was used to detect thematic patterns of hotel experiences based on examining online reviews shared by actual guests of two major hotel brands – one more closely associated with convenience-driven automation (high-tech) and the other known for providing more guest–employee interaction (high-touch). Findings The analysis of the reviews yielded six main themes: “purpose of visit,” “COVID safety concerns,” “technology adoption,” “COVID limitations,” “exceeded expectation” and “hospitality of staff.” Staff displaying a welcoming attitude was the main factor in creating a convivial experience for guests at both hotel brands, but the technology was not highlighted as much in guests’ reviews. Despite the pandemic, guests of both hotel brands had similar levels of enjoyment regarding their hotel experiences regardless of the high-touch or high-tech nature of the operations. Research limitations/implications User-generated content often reflects the opinions of those who are very satisfied or not satisfied at all. Different data collection techniques could be used to get a “big picture” view of the balance between high-touch and high-tech experiences. Practical implications The findings offer support to researchers and practitioners who advocate that high-touch and high-tech can indeed co-exist, and that these distinct service delivery modes do not have to be mutually exclusive. Originality/value This paper provides new trajectories that can broaden the approaches undertaken by hospitality/tourism scholars and practitioners based on user-generated content. This study is one of the first to adopt the lens of the balance theory, in a dyadic system, to investigate how guests may be psychologically motivated to balance their perceptions and expectations during a time of crisis.

Smart hospitality: from smart cities and smart tourism towards agile business ecosystems in networked destinations

Abstract: Purpose Building on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research. Design/methodology/approach The research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems. Findings This paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem. Originality/value This study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.

Robots at your service: value facilitation and value co-creation in restaurants

Abstract: Purpose This paper aims to understand the process of guest-robot value co-creation in the restaurant context. It empirically examines the guest perception of value facilitation by service robots and its impact on guest value co-creation and advocacy intentions. It also investigates the moderating role of interaction comfort in the relationship between service robot value facilitation and guest value co-creation. Design/methodology/approach A mixed-methods approach was adopted. Ten customers who had dined at a service robot restaurant in China were interviewed in the qualitative study, followed by a quantitative study with 252 restaurant patrons to test the relationships between service robot value facilitation, guest value co-creation, interaction comfort and advocacy intentions. Findings Guest perceptions of six robot attributes, including role significance, competence, social presence, warmth, autonomy and adaptability, determine service robot value facilitation. Interaction comfort moderates the influence of service robot value facilitation on guest value co-creation. Additionally, guest value co-creation mediates the effect of service robot value facilitation on advocacy intentions. Research limitations/implications This study offers an understanding of six robot attributes that can improve service robot value facilitation. Nevertheless, the authors collected data from guests who had experience at service robot restaurants. The authors encourage future research to use random sampling methods to ensure study representativeness. Practical implications This study offers strategic guidance for managers to deploy service robots in frontline roles in restaurants and provides important implications for service robot design to improve their facilitating role in the guest value co-creation process. Originality/value This study responds to a recent call for research on the role of service robots in the guest value co-creation experience. Unlike prior studies that focused on the adoption or acceptance of service robots, it examines the role of service robots in the value co-creation process (post-adoption stage). Furthermore, it is one of the early studies to identify and empirically examine the service robot attributes that enable value facilitation and foster value co-creation in guest-robot service encounters.

Customer value co-creation in the hospitality and tourism industry: a systematic literature review

Abstract: Purpose This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific community, highlighting the dimensions, antecedents and outcomes of customer value co-creation. Design/methodology/approach This study adopted a systematic review process guided by the preferred reporting items for systematic reviews and meta-analyses protocol. Data were collected through a search for papers in Scopus, EBSCO, Web of Science and Science Direct databases. The systematic review was performed based on 216 validated articles. Findings The study reveals that the manifestations of customer value co-creation can be understood, based on two fundamental dimensions: customer behaviours and factors that shape co-creation. However, some antecedents are closely linked to the customer, social environment, service provider and technological resources. Moreover, there are numerous outcomes resulting from customer value co-creation, grouped in customer results, perceived value and organizational performance and market outcomes. Practical implications This research contributes to a more informed explanation for hospitality and tourism organizations about the importance of tourist and guest involvement in value co-creation. This systematic knowledge can facilitate the design of the service, as well as the value proposition offered by hospitality and tourism organizations. Originality/value The study extends the literature by systematizing the empirical and conceptual knowledge, using for the first time a systematic literature review.

Fostering green service innovation perceptions through green entrepreneurial orientation: the roles of employee green creativity and customer involvement

Abstract: Purpose Developing new green services is critical to a hospitality organization’s achievement of sustainable goals as well as competitive advantage. This study aims to unravel the mechanisms through which organizations with green entrepreneurial orientation (green EO) can foster green service innovation. Design/methodology/approach The data set for testing these mechanisms was garnered from employees and managers who worked in hotels based in an Asia-Pacific market. A multilevel analysis was conducted on this data set. Findings The results revealed the positive nexus between organizational green EO and green service innovation perceptions. The results of the study further lent credence to employee green creativity as a mediation path for such a relationship. Furthermore, customer involvement was found to fortify the linkage of green EO with employee green creativity and the linkage of employee green creativity with green service innovation perceptions. Practical implications The results suggest to hotel organizations how to optimally translate their green entrepreneurial strategy into new green services that meet customer preferences and societal expectations. Originality/value This inquiry extends the hospitality management literature by linking green EO to green service innovation of hospitality organizations as well as identifying the mediation and moderation mechanisms underlying this link.

“Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries

Abstract: Purpose The purpose of this paper is to provide a critical synthesis of research conducted within the hospitality and tourism industries in response to the impact of the COVID-19 pandemic, identify key perspectives and themes relating to the recovery and resilience of the two sectors and put forward recommendations that help address organizational and consumer behavior changes produced by the pandemic. Design/methodology/approach This study adopted a critical reflection approach to identify, select and synthesize relevant research based on which recommendations are drawn. Findings This study offers a contemporary framework discussing three distinct themes that emerged from existing research regarding the impact of COVID-19 on the hospitality and tourism industries: management, marketing and consumer behavior. Practical implications This study offers operational, practical and actionable recommendations for organizations about how to adapt and recover from the impact of the COVID-19 pandemic by guiding the industry in sustaining long-term resilience. Originality/value This study provides a critical and current synthesis of selected literature and theory that discuss key implications of the COVID-19 pandemic for the recovery and resilience-building of the hospitality and tourism sectors.

Big data analytics and hotel guest experience: a critical analysis of the literature

Abstract: Purpose Guest experience and satisfaction have been central constructs in the hospitality management literature for decades. In recent years, the use of big data as an increasing trending practice in hospitality research has been characterised as a modern approach that offers valuable insights into understanding and enhancing guest experience and satisfaction. Recognising such potential, both researchers and practitioners need to better understand big data’s application and contribution in the hospitality landscape. The purpose of this paper is to critically review and synthesise the literature to shed light on trends and extant patterns in the application of big data in hospitality, particularly in research focusing on hotel guest experience and satisfaction. Design/methodology/approach This research is based on a Preferred Reporting Items for Systematic Reviews and Meta-analysis literature review of academic journal articles in Google Scholar published up to the end of 2020. Findings By data types, user-generated content, especially online reviews and ratings, was at the centre of attention for hospitality-related big data research. By variables, the hospitality-related big data fell into two crucial factor categories: physical environment and guest-to-staff interactions. Originality/value This paper shows that big data research can create new insights into attributes that have been extensively researched in the hospitality field. It facilitates a thorough understanding of big data studies and provides valuable insights into future prospects for both researchers and practitioners.

COVID-19 impact on hospitality retail employees’ turnover intentions

Abstract: Purpose This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector. Design/methodology/approach This study reviews employee TI literature before and during the COVID-19 pandemic. The data for the present study were derived from a sample of 301 hospitality retail workers employed within the integrated resorts on The Cotai Strip, Macao. Data were analysed using structural equation modelling. Findings This study showed a significant positive relationship between job satisfaction (JS) and the two variables of workload and pay (WP) and company support (CS). Co-worker relationship did not influence JS. Furthermore, JS had a significant negative effect on employee TI. WP had the greatest influence on whether to leave the sector or not. Practical implications The suggested framework can assist hospitality retail management in developing an employee-retention strategy as the sector recovers from pandemic restrictions. Originality/value To the best of the authors’ knowledge, this is one of the first studies to develop a TI framework for the hospitality retail sector during the pandemic.

A critical review of robot research and future research opportunities: adopting a service ecosystem perspective

Abstract: Purpose Given the recent growth of service robot research in hospitality and tourism management (HTM), the purpose of this study is to identify a research agenda by conducting a systematic and holistic review of service robot research published in both HTM and broader business management (BM) journals. Design/methodology/approach Adopting a service ecosystem perspective, 38 HTM articles and 13 highly cocited BM articles out of 126 BM articles were qualitatively reviewed to analyze the intellectual structures and foundations of robotics research. Findings The relationships between service robots and the four multilevel actors of the service ecosystem were analyzed: the consumer, employee, management and society. Twenty-eight specific research questions were proposed for the robotics-customer relationship, robotics-employee relationship, robotics-management relationship and robotics-society relationship. Research limitations/implications This study contributes to understanding the intellectual structures and evolution of rapidly growing HTM robotics research in terms of the holistic relationships among the four service ecosystem actors of robotics. Future research needs to identify other actors and their activities to examine the service ecosystem of robotics. Originality/value This study provides a pathway for future hospitality and tourism research by helping to focus on important robotics issues and further develop the theoretical and empirical knowledge of robotics. This work informs practitioners of key issues associated with the industrial adoption of robots.

COVID-19-related job insecurity and employees’ behavioral outcomes: mediating role of emotional exhaustion and moderating role of symmetrical internal communication

Abstract: Purpose This study aims to examine the impact of COVID-19-related job insecurity on two types of employees’ behaviors: family undermining and withdrawal. This study also proposes emotional exhaustion as a mediator and symmetrical internal communication as a moderator in the relationship between COVID-19-related job insecurity and employees’ behaviors. Design/methodology/approach Using a time-lagged design, data were gathered from 193 employees working in Pakistan’s hospitality sector. Structural equation modeling in AMOS and PROCESS Macro were used to test the hypotheses. Findings The results show that COVID-19-related job insecurity is positively related to family undermining and withdrawal behaviors, and these associations are mediated by emotional exhaustion. Furthermore, symmetrical internal communication weakens the positive influence of COVID-19-related job insecurity on emotional exhaustion. Additionally, the indirect impact of COVID-19-related job insecurity on employees’ behavioral outcomes via emotional exhaustion is stronger for employees with low symmetrical internal communication than for those with high levels of symmetrical internal communication. Practical implications Hospitality management needs to focus on transparent and horizontal communication patterns to reduce the ensuing negative behaviors from COVID-19-related job insecurity. Originality/value To the best of the authors’ knowledge, this is the first study to examine the impact of COVID-19-related job insecurity on two types of employees’ behaviors: family undermining and withdrawal. This study also offers new insights via mediating mechanisms and moderators associated with the relationship between COVID-19-related job insecurity and employees’ behavioral reactions.

A systematic and critical review of Internet of Things in contemporary hospitality: a roadmap and avenues for future research

Abstract: Purpose Internet of Things (IoT) is a key enabler of big data and it is critical toward a new age of firm's architecture and proper decision-making for the industry. IoT adoption by the hospitality and tourism (H&T) industries is still rare and with contrasting evidence. The purpose of this study is to highlight the concept of IoT, its benefits, its challenges and its applications in the hospitality industry. Design/methodology/approach This study presents an in-depth and critical review of the 78 articles published on IoT in hospitality, spanning more than seven years (from 2015 to March 2022). The eligible 78 articles were collected from the “Web of Science database” and H&T Social Sciences Citation Index-listed journals. Findings This systematic review exhibits that IoT in hospitality has advanced in the past seven years. IoT has brought many advantages and challenges in hospitality. However, hospitality IoT research is scarce, necessitating a profound and more thorough investigation of many significant matters. Practical implications This systematic review provides significant implications and recommendations for hospitality sectors, IoT developers and manufacturers, governments and policymakers. This review ends with an in-depth research agenda with several research questions and a framework to achieve theoretical and empirical advances in future IoT research. Originality/value To the best of the authors’ knowledge, the current research is one of the first to systematically and critically review IoT with its concept, benefits, challenges and applications in a hospitality context. This major review provides a comprehensive idea of the focus of the past studies and what must be concentrated in future research.

Restaurant frontline employees’ turnover intentions: three-way interactions between job stress, fear of COVID-19, and resilience

Abstract: Purpose The COVID-19 pandemic intensifies the high turnover rate in the restaurant industry. Applying the conservation of resources (COR) theory, this study aims to examine the factors influencing US restaurant frontline employees’ organizational and occupational turnover intention with an emphasis on the three-way interactions between job stress, fear of COVID-19 (FC) and resilience. Design/methodology/approach A sample of 243 US restaurant frontline employees participated in this study. PROCESS macro was used for hypothesis testing. Findings Organizational turnover intention fully mediated the relationship between job stress and restaurant employees’ occupational turnover intention. FC intensified the positive relationship between job stress and organizational turnover intentions. Job stress, FC and resilience interacted to affect restaurant frontline employees’ organizational turnover intention such that when resilience is high, FC strengthened the positive relationship between job stress and organizational turnover intention, and the indirect effect of job stress on occupational turnover intention via organizational turnover intention. Practical implications Restaurants should take measures to reduce frontline employees’ fear and continue implementing practices to alleviate job stress during a crisis to reduce employees’ turnover intentions. Training on building employee resilience could also be provided by restaurant operators. Originality/value This study added to the limited knowledge of factors that are associated with restaurant employees’ organizational and occupational turnover intentions in the context of a global crisis and expanded the current knowledge of how fear and resilience may impact restaurant employees’ behavioral intentions.

The service digitalization in fine-dining restaurants: a cost-benefit perspective

Abstract: Purpose This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this research gap. To do so, a conceptual framework of the perceived benefits and costs of the service digitalization was developed. This study also provides actionable recommendations for fine-dining restaurant managers to create and manage an optimized fine-dining experience for their customers. Design/methodology/approach To obtain in-depth information, the authors opted for a qualitative research approach. The authors interviewed 24 fine-dining restaurant managers (listed in the Michelin Guide) and 29 customers of fine-dining restaurants using a video titled “The Restaurant of the Future.” Findings The findings underline the perceived benefits and costs of service digitalization for both restaurant managers and their customers. This study highlights that fine-dining restaurants are highly experience-centric compared to other types of restaurants and recommends which services should be digitalized and which should not be to create and manage experiences throughout the customer journey. Practical implications This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers’ fine-dining experiences. Originality/value This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.

How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

Abstract: Purpose Based on social exchange theory (SET) and conservation of resources (COR) theory, this study aims to examine the unique combined impact of procedural justice (PJ) and distributive justice (DJ) on proactive customer service performance (PCSP) and general self-efficacy (GSE) in the hospitality industry. It also estimates these variables’ joint effect on PCSP controlling GSE. Design/methodology/approach The study’s results were derived from a sample of 380 frontline supervisor–subordinate dyads, placed in 18 five-star hotels, through three-wave data collection. The hypotheses and construct validity were generated through structural equation modeling. Findings The combined impact of DJ and PJ on GSE and PCSP was significantly positive, and GSE mediated the relationships between DJ and PCSP as well as PJ and PCSP. Practical implications To improve service employees’ GSE and PCSP, hospitality management should guide and encourage managers to highlight and maintain organizational justice (OJ) in all their strategies and operations. DJ and PJ are advised to appreciate service employees’ GSE and extra-role behaviors (e.g. PCSP) through providing organizational resources. Originality/value This paper offers unique practical and theoretical contributions to the hospitality industry and associated literature by implementing SET and COR theory with OJ, GSE and PCSP constructs.

“A home away from hem”: exploring and assessing hotel staycation as the new normal in the Covid-19 era

Abstract: Purpose Enlightened by the theoretical framework of adapted protection motivation, this study aims to explore and assess the viability and resilience of hospitality consumption in the ongoing Covid-19 era as embodied in the activity of staycation, which is gaining popularity as a rare escape from the hemming in of the pandemic. Design/methodology/approach This study collects data from staycation guests in Hong Kong, which at the time was under semi-lockdown imposing compulsory quarantine for inbound visitors. The data was analyzed through structural equation modeling (SEM). Findings It is revealed by the study results that staycation experiences in Hong Kong are underpinned by a full mediating effect between place attachment and experience quality is performed by sense of presence, together with consolidation of experience quality and psychological detachment as tenable mediators in the research model. Aside from the utilitarian and hedonic values, hospitality and tourism consumption have been engrained with profound socio-cultural implications congenial to the collective identities, recollection and contemplation of a civilized society, with the Covid-19 era and the foreseeable future expected to be no exception. Practical implications The results of this study can serve as reference regarding better planning and development of the staycation product as effective responses against the grave repercussions of the Covid-19 pandemic by hotel and hospitality practitioners and destination marketers and managers at large. In particular, the pandemic has inadvertently availed the opportunity for the destinationalization of the hotel and hospitality sector, with rich implications for industrial consolidations and coordination with destination authorities. Originality/value The holistic structural research model derived and empirically examined entails major antecedents and consequences of the experience quality of staycation guests in locked-down Hong Kong, with the incorporation of the variables of place attachment and extended conceptualization of sense of presence accounting for the efficacy factors of the staycation takers in terms of locality and recollection appraisals, respectively. This study enriches theoretical articulations on staycation as the new normal of hospitality consumption in the lingering pandemic era.

COVID-19 two years on: a review of COVID-19-related empirical research in major tourism and hospitality journals

Abstract: Purpose This study aims to provide a timely review of the COVID-19-related empirical research published in 19 quartile one (Q1) and quartile two (Q2) tourism and hospitality journals in social science citation index (SSCI). Design/methodology/approach A total of 407 COVID-19-related empirical papers were collected from the 19 SSCI Q1 and Q2 tourism and hospitality journals via Scopus database. Thematic content analysis was supplemented with Leximancer software to identify the research themes/subthemes, research methods and countries/regions of research. Findings The study found studies of COVID-19’s impact on consumer behaviour predominate in number, followed by studies on response actions and recovery strategies, impact on industry or sectors and impact on workers and employees. Based on the research themes identified, a knowledge mapping framework was produced. Over 70% of the studies used quantitative methods with quantitative survey as the dominant method of data collection. The USA and China were found to be the most studied countries. Research limitations/implications The study reviewed empirical research papers until January 2022 and covered most of the COVID-19-related empirical works in the field. An overview of the current state of COVID-19-related empirical research was provided with some critical discussions and suggestions for future research topics. Originality/value The findings give researchers a clear index for the current state of the art of COVID-19 research in hospitality and tourism. The paper provides practical implications for industry practitioners to retrieve relevant knowledge from the recent COVID-19-related literature in tourism and hospitality in coping with practical challenges brought by the COVID-19 pandemic.