International Journal of Contemporary Hospitality Management: Volume 36 Issue 1

Leveraging ChatGPT and other generative artificial intelligence (AI)-based applications in the hospitality and tourism industry: practices, challenges and research agenda

Yogesh K. Dwivedi, Neeraj Pandey, Wendy Currie, 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…

Combating quiet quitting: implications for future research and practices for talent management

Bingjie Liu-Lastres, Osman M. Karatepe, Fevzi Okumus

This paper aims to offer viewpoints on the emergence of Quiet Quitting. Particularly, this paper reviews the reasons behind the phenomenon and analyzes its potential influences on…

Which should come first? Examining diversity, equity and inclusion

Michelle Russen, Mary Dawson

The purpose of this critical review is to address issues with the current school of thought that diversity must come before inclusion in the diversity, equity and inclusion (DEI…

Why great service is difficult to achieve: insights from theory and practice

Edwin N. Torres

This study aims to expose the challenges associated with theory development and its implementation, as it relates to services marketing and hospitality management. The author…

COVID-19 pandemic and hotel property performance

Yang Yang, Hengyun Li, Wesley S. Roehl

The purpose of this study is to test the local impact of COVID-19 pandemic on hotel performance at the individual property level, and further examine the roles of hotel attributes…

Classifying travellers’ requirements from online reviews: an improved Kano model

Meng Zhao, Mengjiao Liu, Chang Xu, Chenxi Zhang

This study aims to provide a method for classifying travellers’ requirements to help hoteliers understand travellers’ requirements and improve hotel services. Specifically, this…

Operation design of a robot logistics system considering demand fluctuations in the hotel industry

Jiahao Liu, Tao Gu, Zhixue Liao

The purpose of this paper is to consider three factors, namely, intra-week demand fluctuations, interrelationship between the number of robots and order scheduling and conflicting…

How does emotional labor influence restaurant employees’ service quality during COVID-19? The roles of work fatigue and supervisor–subordinate Guanxi

Tung-Ju Wu, Ruo-Xi Zhang, Jia-Min Li

This study aims to test the relationship between emotional labor and service quality of the frontline employees of Chinese restaurants during the coronavirus disease pandemic…

Toward a framework for perceived yuanfen in the accommodation service encounter: a grounded theory study

Xiangjie Tang, Lawrence Hoc Nang Fong, Amy Siu-Ian So

This study aims to conceptualize the potential stimuli and consequences of perceived yuanfen in the accommodation service encounter by interpreting how Chinese customers perceive…

Exploring the effect of “home feeling” on the online rating of homestays: a three-dimensional perspective

Jian-Wu Bi, Ying Wang, Tian-Yu Han, Kun Zhang

The main purpose of this study is to explore the effect of three dimensions of “home feeling” – home-as-practical, home-as-social and home-as-attachment – on the online rating of…

What happens to abusive actors? A study of managers’ emotional responses and impression management tactics subsequent to enacted abusive supervision

Xiaolin (Crystal) Shi, Xingyu Wang, Sean McGinley

The purpose of this paper was to investigate how managers react to their own abusive supervision. Accordingly, this research identified a mechanism that managers may use to make…

Do guests care more about hotel cleanliness during COVID-19? Understanding factors associated with cleanliness importance of hotel guests

Yang Yang, Michael S. Lin, Vincent P. Magnini

Growing health concerns amid the COVID-19 pandemic have led guests to focus on various aspects of hotel cleanliness. This study aims to investigate whether customers’ perceived…

Building “causal realism” in experimental studies within hospitality and tourism

Kenneth Butcher, Chachaya Yodsuwan

The purpose of this paper is to discuss the current status of experimental research within hospitality and tourism. This paper further aims to develop practical ideas for…

AI and supportive technology experiences of customers with visual impairments in hotel, restaurant, and travel contexts

Aijing Liu, Emily Ma, Yao-Chin Wang, Shi (Tracy) Xu, Tyran Grillo

The purpose of this study is to critically reflect on visually impaired customers’ technology assistance needs and the perceptions of existing technologies’ performance in the…

New insights into hotel customer’s revisiting intentions, based on big data

Aliakbar Marandi, Misagh Tasavori, Manoochehr Najmi

This study aims to use big data analysis and sheds light on key hotel features that play a role in the revisit intention of customers. In addition, this study endeavors to…

The black sheep in hospitality organizations: how and when coworker service sabotage hinders employee service creativity

Yijing Lyu, Hong Zhu, Emily G. Huang, 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…

Job insecurity and survivor workplace behavior following COVID-19 layoff

Kavitha Haldorai, Woo Gon Kim, Kullada Phetvaroon

This study aims to investigate the impact of job insecurity (JI) on employee work performance (WP) and service innovation behavior (SIB). It further examines the mediating role of…