International Journal of Contemporary Hospitality Management: Volume 35 Issue 3

A holistic assessment of eWOM management effectiveness with agent-based modeling

Ye Zhang, Jie Gao, Anil Bilgihan, Melanie Lorenz

Hospitality businesses have been challenged to pick fitting electronic word-of-mouth (eWOM) management strategies, yet accurate return on investment assessments and contextual…

Does change in the scoring system impact service evaluation? Evidence from Booking.com

Jong Min Kim, Jiahao Liu, Salman Yousaf

In September 2019, Booking.com changed from the smiley-based scoring system (2.5–10) to the purely 10-point evaluation system (1–10). The smiley-based service evaluation is based…

Outcomes of servant leadership among flight attendants: test of parallel and serial multiple mediating effects

Taegoo Terry Kim, Osman M. Karatepe

This paper aims to examine the parallel and serial multiple mediating effects of job insecurity (JIS) and occupational self-efficacy (OSE) in the association between servant…

Memorable dining experiences amidst the COVID-19 pandemic

Forest Ma, Robin B. DiPietro, Jing Li, Kimberly J. Harris

This study aims to investigate the effects of memorable dining experiences (MDEs) in the USA during the COVID-19 pandemic.

Research on the relationship between wellness tourism experiencescape and revisit intention: a chain mediation model

Kaung-Hwa Chen, Leo Huang, Ying Ye

This study aims to construct a scale for measuring the spa hotel experiencescape in wellness tourism, clarify the mechanism through which wellness tourism experiencescape…

The greater the incentives, the better the effect? Interactive moderating effects on the relationship between green motivation and green creativity

Jingyan Liu, Jiaman Liu

This study aims to address the gap in hospitality and tourism (H&T) research concerning green creativity (GC) and seeks to identify the ways in which the interaction between…

Killing the service fire: leader aggressive humour undermines hospitality employees’ proactive customer service performance

Zhuanzhuan Sun, Yanzhen He, Xiao-Xiao Liu, Yijiao Ye

Drawing on research on organisation-based self-esteem (OBSE) and self-consistency theory, this study aims to investigate whether, how and when leader aggressive humour (LAH…

Can inconsistent media coverage increase hotel survival? The bright side of controversy

Kai-Qi Yuan, Hui Li, Sai Liang, Qian-Xia Chen

The impact of a mixture of positive and negative media coverage on long-run hotel survival remains unknown. This paper aims to investigate how the mixed positive and negative…

Professional identity, passion and career change during the pandemic: comparing nascent and experienced hospitality professionals

Chun-Chu (Bamboo) Chen, Frank C. Tsai, Hsiangting Shatina Chen

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…

Social CRM: linking the dots of customer service and customer loyalty during COVID-19 in the hotel industry

Anam Afaq, Loveleen Gaur, Gurmeet Singh

Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging…

An exploratory investigation of technology-assisted dining experiences from the consumer perspective

Qiushi Gu, Minglong Li, Songshan (Sam) Huang

The use of modern technologies in restaurants has become a trend. For food and beverage services, embracing new technologies helps solve the dilemmas of increasing labor costs and…

Effects of inertia and switching costs on customer retention: a study of budget hotels in China

Zhiyong Li, Mang Long, Songshan (Sam) Huang, Zhaohan Duan, Yingli Hu, Rui Cui

This paper aims to examine the effect of consumer inertia – a tendency to adhere to prior purchase decisions despite the existence of preferable alternatives – on the…

The impact of product name on consumer responses to meat alternatives

Tian Ye, Anna S. Mattila, Shanshan Dai

With the recent surge of plant-based menu items, it is critical to understand how to effectively communicate such products to consumers. This study aims to examine the impact of…

Customer responses to the Airbnb platform: the role of Airbnb experience and memorability

Jing Li, Kevin Kam Fung So, Simon Hudson

Guided by memory-dominant logic, this study aims to examine how Airbnb experiences (i.e. home benefits, social interaction and authenticity) lead to memorability, which…

The importance of knowledge management in gastronomy: a chef’s future career, the next generations of chefs and trends

Alessandro Bressan, Abel Duarte Alonso, Oanh Thi Kim Vu, Luong Ngoc Tran, Thanh Duc Tran

The purpose of this study is to shed new light on empirical and conceptual aspects related to chefs’ careers and the hospitality sector. The study examines how the future of the…

Linking organizational exploitation to extra-role behaviors: a conservation of resources perspective

Xuan-Mei Cheng, Yijing Lyu, Yijiao Ye

Drawing on conservation of resources (COR) theory, this study aims to explore how perceived organizational exploitation affects hospitality employees’ extra-role customer service…

A reflection of greenwashing practices in the hospitality industry: a scoping review

Salman Majeed, Woo Gon Kim

This review aims to put forth a conceptual understanding of greenwashing. It also identifies the antecedents and consequences of customer perceptions of greenwashing in the…