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Article
Publication date: 17 December 2024

Bowen Yi, Da Shi and Gang Li

Although artificial intelligence (AI) is an essential component of hospitality in the technological empowerment era, AI’s effectiveness as an attraction in this context remains…

84

Abstract

Purpose

Although artificial intelligence (AI) is an essential component of hospitality in the technological empowerment era, AI’s effectiveness as an attraction in this context remains unclear. Grounded in Herzberg’s motivation theory and complexity theory, this study aims to explore configurational paths whereby combinations of qualities lead to success for different types of AI-themed hotels.

Design/methodology/approach

This study innovatively blends topic modeling and fuzzy-set qualitative comparative analysis (fsQCA) to investigate configurational paths whereby combined qualities produce positive guest evaluations of 12 AI-themed hotels as evidenced by 7,431 customer reviews.

Findings

The results indicate that AI could serve as a “theme” to attract customers under certain circumstances. First, “attractive” and “must-be” qualities are first identified for different types of AI-themed hotels. Furthermore, 6, 15 and 15 configurational paths inspiring favorable guest evaluations of luxury-independent, budget-independent and chain AI-themed hotels, respectively. Technology-related qualities are found to be especially attractive for luxury-independent AI-themed hotels, whereas the role of technology is minimal for budget AI-themed hotels. The impact of technology is salient for chain AI-themed hotels when combined with other factors. In addition, the effect of price differs among the configurational paths for the three hotel types.

Research limitations/implications

This study expands the understanding of AI applications within the hospitality context by exploring the role of AI in AI-themed hotels and comparing its effectiveness in attracting customers across various hotel types. It also provides operational strategies for adopting AI for different types of hotels and for other hospitality and tourism sectors.

Originality/value

This study represents an early attempt to integrate topic modeling and fsQCA to clarify customers’ perceptions of AI-themed hotels and the combined impacts of various qualities. The findings expand on Kano’s model by classifying technology-related qualities into attractive qualities within AI-themed hotels.

Details

International Journal of Contemporary Hospitality Management, vol. 37 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 4 February 2021

Bowen Yi, Da Shi, Fangfang Shi and Liang Zhang

By building on cooperation–competition theory, this study aims to investigate the multidimensional flipped effects of neighborhood hotels on Airbnb listings’ popularity, examining…

1320

Abstract

Purpose

By building on cooperation–competition theory, this study aims to investigate the multidimensional flipped effects of neighborhood hotels on Airbnb listings’ popularity, examining the degree to which such impacts are influenced by hotel types and geographical areas.

Design/methodology/approach

This study explores the interdependent and competitive relationship between neighborhood hotels and Airbnb from the perspective of effects on Airbnb listings’ popularity by exploring a data set covering 10,492 Airbnb listings and 2,691 hotels from Ctrip.

Findings

Results reveal that neighborhood hotels’ number of reviews, review ratings and prices each have positive spillover effects on Airbnb listings’ popularity, while quality assurance labels and negative review topic sentiments exert competitive effects on Airbnb popularity. Moreover, the number of budget chain hotels and high-star hotels have positive and negative effects on Airbnb popularity, respectively. Geographical areas also have a moderating effect on the relationship between various hotel-related influencing factors and Airbnb.

Practical implications

This study can offer hotel managers and Airbnb operators a clearer understanding of these businesses’ coexisting relationship. Findings can also provide Airbnb-specific guidelines for practitioners in terms of site selection, promotional features and development strategies for Airbnb listings.

Originality/value

This study establishes a cooperation–competition relationship model between hotels and Airbnb and considers the flipped effects of hotels on Airbnb for the first time. It expands previous studies by considering the multidimensional effects of hotels on Airbnb listings’ popularity and by examining the influences of hotel types and geographical areas on hotels’ impacts on Airbnb.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 6
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 27 April 2020

Wen Chang, Anyu Liu, Xuhui Wang and Bowen Yi

Leader–member exchange (LMX) theory is particularly relevant to the hospitality and tourism industry due to its labor-intensive and service-focused nature. However, the…

1473

Abstract

Purpose

Leader–member exchange (LMX) theory is particularly relevant to the hospitality and tourism industry due to its labor-intensive and service-focused nature. However, the hospitality literature regarding the impact of LMX on its various outcomes have inconsistent results. A holistic review of LMX studies is nonexistent in the current literature. Thus, the purpose of this study is to use a meta approach to quantitatively summarize and examine the relationship between LMX and its outcomes in the hospitality and tourism literature.

Design/methodology/approach

A total of 89 individual observations from 36 studies conducted between 1997 and 2018 were identified. A Bayesian random effect model was introduced into the hospitality and tourism literature for the first time to implement the meta-analysis.

Findings

The results suggest significant differences in the impact of LMX on various groups of outcomes. LMX has the strongest impact on firms’ practice-related outcomes, such as organizational justice and employee empowerment. Few moderators are identified on the impact of LMX, such as LMX measure, culture, industry sector and statistical method.

Practical implications

Findings yielded several recommendations for both hospitality researchers and organizations in developing LMX related studies, as well as managing employees.

Originality/value

This study is the first Bayesian meta-analysis in the hospitality and tourism literature; it complements LMX theory by linking it to cognitive appraisal theory. Specific characteristics of LMX in the hospitality and tourism industry, such as the measurement of LMX and the effect of industry sector, are also identified.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 6
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 8 May 2017

Sandy C. Chen, Carola Raab and Sarah Tanford

This study aims to report the results of a survey of diners’ behavior during production and consumption of dining services with three objectives. The first objective is to create…

1636

Abstract

Purpose

This study aims to report the results of a survey of diners’ behavior during production and consumption of dining services with three objectives. The first objective is to create customer segments that represent distinct patterns of customer participation in hospitality service encounters. The second objective is to profile these identified customer segments in terms of demographics, attitudes and behaviors. The third objective is to evaluate the relationship between customer participation segments and service outcomes.

Design/methodology/approach

Data were collected through an online survey of American casual dining customers. The data were analyzed using principal components factor analysis, cluster analysis on the factor scores, discriminant analysis that validated the group differences among clusters and multivariate analysis of variance on the cluster variables to determine the source of differences between groups.

Findings

The evidence showed that restaurant customers can be segmented into meaningful groups according to their reported behaviors and that level of participation is related to perceived service outcomes.

Practical implications

The findings suggest that service providers can use customer participation segments to understand those customers’ service needs and wants. They can then design service strategies tailored to the needs of target customer groups.

Originality/value

This study is the first to identify distinct segments based on hospitality customers’ roles and behaviors in service delivery. This study makes a significant contribution to the hospitality marketing literature by advancing the trend to improve service quality through a non-traditional approach, that is, by building partnerships with customers.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 5
Type: Research Article
ISSN: 0959-6119

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Book part
Publication date: 1 August 2004

Harry P. Bowen and Margarethe F. Wiersema

Research on strategic choices available to the firm are often modeled as a limited number of possible decision outcomes and leads to a discrete limited dependent variable. A…

Abstract

Research on strategic choices available to the firm are often modeled as a limited number of possible decision outcomes and leads to a discrete limited dependent variable. A limited dependent variable can also arise when values of a continuous dependent variable are partially or wholly unobserved. This chapter discusses the methodological issues associated with such phenomena and the appropriate statistical methods developed to allow for consistent and efficient estimation of models that involve a limited dependent variable. The chapter also provides a road map for selecting the appropriate statistical technique and it offers guidelines for consistent interpretation and reporting of the statistical results.

Details

Research Methodology in Strategy and Management
Type: Book
ISBN: 978-1-84950-235-1

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Article
Publication date: 2 August 2023

Bowen Fan, Keke Yuan, Wei Chen, Shemiao Qi, Yi Liu and Heng Liu

The purpose of this study is to present a numerical model for scratched tilting-pad bearings (STPBs) with nonuniform grids. In addition, the model is used to reveal the effects of…

108

Abstract

Purpose

The purpose of this study is to present a numerical model for scratched tilting-pad bearings (STPBs) with nonuniform grids. In addition, the model is used to reveal the effects of the structural parameters of bearings on the dynamic characteristics of STPBs under impact loading.

Design/methodology/approach

By combining the Reynolds equation, the flow balance equation and the assumption of adiabatic bearings and shafts, a thermo-hydrodynamic model with nonuniform grids of scratched journal bearings was built. Describing the motion of the shaft using the Euler method and introducing the pad-tilting-angle modification equation, a dynamic model of STPBs was established.

Findings

The occurrence of scratches in tilting-pad bearings yields great sensitivity to impact loading. Less width-to-diameter ratio and larger clearance ratio reduce the minimum film thickness and enlarge the maximum film pressure, which may lead to bearing collision or abrasion. Moreover, STPBs with larger clearance ratios take longer to recover from impact loading.

Originality/value

This work is original and a valuable reference for the analysis of the dynamic characteristics of STPBs. The effects of other factors on the dynamic characteristics of STPBs can be further investigated based on this model.

Details

Industrial Lubrication and Tribology, vol. 75 no. 7
Type: Research Article
ISSN: 0036-8792

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Article
Publication date: 27 May 2021

Ying Song, Yi Zhang, Yafei Wang, Bowen Zhang and Jiafu Su

Taking 30 provincial samples from 2001 to 2017 in mainland China as the research objects, this paper aims to evaluate the impact and effects of foreign direct investment (FDI) on…

398

Abstract

Purpose

Taking 30 provincial samples from 2001 to 2017 in mainland China as the research objects, this paper aims to evaluate the impact and effects of foreign direct investment (FDI) on the urban–rural income gap and reveals heterogeneity across regions.

Design/methodology/approach

Firstly, the Theil index is used to measure the income gap between 30 provinces in mainland China from 2001 to 2017, then the spatial econometric model is used to empirically test the impact of foreign direct investment on China’s urban–rural income gap and its heterogeneity across regions. Finally, a robustness test is performed.

Findings

The results show that there is a significant inverted U-shaped relationship between FDI and the urban–rural income gap in China. That is, FDI expands the urban–rural income gap in the short term and helps to converge it in the long term. In the eastern region, FDI has a convergence effect on the urban–rural income gap in the short term, which increases the long term. However, in the central and western regions, the relationship between FDI and urban–rural income gap has a weak inverted U shape.

Originality/value

By assessing the impact of FDI on the urban–rural income gap, this work provides decision-making support for China and other developing countries to improve investment policies and income distribution policies.

Details

Kybernetes, vol. 51 no. 1
Type: Research Article
ISSN: 0368-492X

Keywords

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Book part
Publication date: 10 November 2010

Stephen L. Vargo, Robert F. Lusch, Melissa Archpru Akaka and Yi He

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-728-5

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Article
Publication date: 19 June 2017

Amit Gur, Shay S. Tzafrir, Christopher D. Zatzick, Simon L. Dolan and Roderick Iverson

The purpose of the research was to develop a tool for measuring antecedents of customer aggressive behavior (CAB) in healthcare service settings, by identifying its roots in…

922

Abstract

Purpose

The purpose of the research was to develop a tool for measuring antecedents of customer aggressive behavior (CAB) in healthcare service settings, by identifying its roots in organizational and interpersonal dynamics.

Design/methodology/approach

Four studies were conducted. In Studies 1 and 2, antecedents of CAB were identified through analysis of internet reader comments and a questionnaire was distributed to students. In Study 3, scenarios were used to validate the findings of the previous studies. Finally, in Study 4, a scale was developed and validated for measuring organization- and person-related triggers of CAB using samples of 477 employees and 579 customers.

Findings

The concept of CAB was conceptualized and validated. In total, 18 items were identified across five dimensions: personal characteristics, uncomfortable environment, aggressive role models, reinforcement of aggressive behavior and aversive treatment. The scale demonstrated good psychometric results.

Research limitations/implications

The research relies mainly on customer perspective. Employees and additional stakeholders should be included to achieve more accurate information that could contribute to a better understanding of CAB and its roots.

Practical implications

Exploring social and organizational antecedents that trigger CAB could help healthcare managers evaluate and proactively manage CAB and its implications within their organization.

Originality/value

This measurement scale is the first comprehensive tool, based on Bandura’s social learning theory (1973), that may identify and measure antecedents of CAB, and could be used to reduce CAB in healthcare service settings.

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 15 no. 2
Type: Research Article
ISSN: 1536-5433

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Article
Publication date: 13 March 2019

Laee Choi and Jiyoung Hwang

This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step…

1735

Abstract

Purpose

This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step consequences of CCBs: customer satisfaction and intention to continue the relationship.

Design/methodology/approach

US consumers (n = 665) participated in online surveys regarding three types of service businesses with different levels of customization and customer contact. Data were analyzed using structural equation modeling.

Findings

Results show a significant, positive impact of the two dimensions of prosocial personality (i.e. other-oriented empathy and helpfulness) and proactive personality on CCBs. Additionally, CCBs increase customer satisfaction and, in turn, intention to continue the relationship.

Research limitations/implications

This study suggests the importance of customer prosocial and proactive personality as antecedents of CCBs. Beyond intention to participate in CCBs, the present study shows that customers perceived satisfaction from CCBs, resulting in intention to continue the relationship with their service provider. Further research should investigate other types of customer personalities such as conscientiousness and agreeableness.

Practical implications

Service providers should understand customer personalities that lead to voluntary behaviors that benefit their organizations. This understanding allows the service providers to better communicate with their customers and to receive more assists from customers.

Originality/value

Previous research has shown that customers’ attitudinal perceptions impact CCBs. In contrast, this study highlights the strong and positive impact of customer personalities, prosocial and proactive personality, on CCBs. Another significant contribution of this study is that it incorporates the potential consequences of CCBs.

Details

Journal of Consumer Marketing, vol. 36 no. 2
Type: Research Article
ISSN: 0736-3761

Keywords

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