Structural social capital and hotel performance: Is there a link?

This paper attempts to fill three gaps how to: (i) operationalize the concept of structural social capital (SSC) for hotels; (ii) compare the effectiveness of different SSC measures at collective level; (iii) observe the ability of SSC to influence organizational performance.Six hypotheses were tested using the Livigno (Italy) hotel sector (84 cases). The results suggest that SSC is the strongest positive determinant of hotel performance, compared with weaker and generally not significant relations linking occupancy and control variables (category, size, location). The work shows the multifaceted nature of SSC.The topological network structure appears to be the powerful lever to manage seasonality for both well and poorly located hotels. In fact the correlation between SSC and performance is higher in off-peak periods. Findings confirm that social capital is a valuable asset, able to impact on performance. We conclude by identifying some research gaps.     

Positive emotions and behavioral intentions of customers in full-service restaurants: Does aesthetic labor matter?

Based on the Mehrabian–Russell model, this study investigates whether aesthetic labor performance affects the positive emotions and behavioral intentions of customers in full-service restaurants. This research also identifies the mediating effects of positive emotions on aesthetic labor and behavioral intentions. A total of 320 valid questionnaires were collected from the customers of a well-known chain of restaurants in Taiwan. Structural equation modeling was used to estimate a model linking aesthetic labor, positive emotions, and behavioral intentions. The results revealed that aesthetic labor positively and significantly influences positive emotions and behavioral intentions, and that positive emotions positively and significantly influence behavioral intentions. However, when the control variables of food quality, ambiance, and service quality were added, aesthetic labor did not positively influence behavioral intentions. In addition, positive emotions did not mediate the relationship between aesthetic labor and behavioral intentions. Finally, we provide a discussion on practical implications and suggestions for future research.     

Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?

This study investigates American customers’ perceptions of Chinese restaurants in the U.S., using the Importance–Performance Analysis (IPA) approach. This study also examines which attributes of Chinese restaurants influence American customers’ satisfaction and behavioral intentions. The IPA shows that environmental cleanliness and attentive service are two important areas where Chinese restaurateurs can make improvements. In addition, food taste and service reliability appear to be key attributes for Chinese restaurants’ success. Overall, this study indicates that food quality, service reliability and environmental cleanliness are three pivotal attributes to create satisfied customers and positive post-dining behavioral intentions. Chinese restaurant managers should reasonably allocate their limited resources to restaurant attributes based on their contributions to customer satisfaction and behavioral intentions.     

Is career adaptability a double-edged sword? The impact of work social support and career adaptability on turnover intentions during the COVID-19 pandemic

During the COVID-19 pandemic, many hospitality organizations are trying to help their employees overcome various challenges. Career adaptability has proven to be useful in helping employees handle challenges, while proactive personality is a critical factor affecting the formation of career adaptability. However, career adaptability can be a double-edged sword, and it is unclear how it may impact employees’ turnover intentions. Drawing on social exchange theory, the current study reconciles mixed findings in the literature by proposing a moderated mediation model suggesting that work social support moderates the indirect relationship between proactive personality and turnover intentions through career adaptability. Results based on data collected from 339 hotel employees in the United States indicate that proactive personality is positively associated with employees’ career adaptability. More importantly, work social support significantly moderates the relationship between career adaptability and turnover intentions. Theoretical and managerial implications are discussed.     

What's in a tip? The creation and refinement of a restaurant-tipping motivations scale: A consumer perspective

According to Segrave (1998), since the late 1800s, the study of tipping has provoked debate in a range of abstract dimensions such as economics, sociology, and psychology. To date, the research on the topic has been largely qualitative in nature, while addressing motivating themes (service, social norm, and future service considerations) in isolation from one another. Following a thorough examination of the literature, there is a definite lack of research on the development and testing of a more holistic quantitative scale aimed at identifying the motivational Gestalt driving actual consumer tipping behavior. Therein lies the major theoretical contribution of this study, namely the development and testing of a Tipping Motivations Scale, which over two separate analyses, supports a number of drivers of consumer tipping motivation.In this study, exploratory and confirmatory factor analyses were conducted to test the empirical dimensions of consumer tipping motivations. The results obtained indicate a reasonable fit between the data and the proposed model across both analyses. This was repeated on two separate occasions and the results largely remained consistent. The findings point to the key role of service in driving the consumer's decision to tip. Other important factors included social conformity, the issue of future visitation, and server actions. Further research is needed to explore whether these dimensions remain constant among other sample groups and across different tipped professions.     

Psychic income and social capital among host nation residents: A pre–post analysis of the 2010 FIFA World Cup in South Africa

Following a growing focus on the social impacts of mega-sport events over the past decade, this study examined perceptions of psychic income and social capital among South African residents prior to, and following, the 2010 FIFA World Cup. Psychic income is a measure of event-related pride/euphoria and social capital is a proxy for social cohesion. Using a quasi-experimental trend design, residents of five host cities were surveyed three months pre-event (n = 1749), and eight months post-event (n = 2020). ANOVA, MANOVA and MANCOVA were used to evaluate the data over time. Psychic income significantly increased from pre to post-event; males and Black South Africans rated psychic income significantly higher. Three social capital dimensions decreased and two exhibited no change post-event; Black and younger South Africans perceived higher social capital levels. The social utility of mega-events, the concept of event-related legacy, and the operationalization of social impact and data collection time-frames for future studies are discussed.     

Political connections,guanxi and adoption of CSR policies in the Chinese hotel industry: Is there a link?

This research note examines the existence of a potential relationship between the political connections possessed by senior Chinese hotel managers and their adoption of corporate socially responsible (CSR) policies in the Chinese hotel industry. Given (a) China’s Green Hotel policy and (b) a broader context where, it is argued political connections and guanxi are a means by which the State seeks to advance desired economic reforms and counter corruption practice, it is suggested that those hotels with better political connections may show evidence of higher levels of awareness and adoption of CSR policies. The data are derived from a usable sample of 404 senior hotel managers. The findings show a positive relationship between the variables of ‘political connectedness’ and ‘CSR adoption’ in areas relating to environmental and philanthropic action, but less of a relationship in other CSR areas such as human resource management and guest relationships. The implications for future research are discussed.     

What makes Airbnb likeable? Exploring the nexus between service attractiveness,country image,perceived authenticity and experience from a social exchange theory perspective within an emerging economy context

As a result of the growth of the notions of collaborative consumption and sharing economy in the tourism industry, this paper applies social exchange theory to investigate how the Airbnb platform influences the Airbnb experience and authenticity, which might lead consumers to like Airbnb and influence their behavioural patterns. By recruiting 466 tourists who had stayed in Airbnb accommodation in Istanbul, Turkey via travel-related Telegram, Twitter, travel blogs, and Facebook groups, this study revealed the importance of the platform and its features in enhancing service attractiveness, perceived authenticity and experience. Furthermore, the results revealed that visitors’ experiences have an influence on Airbnb likability, where Airbnb likability influences their intention to re-visit and to recommend. Significant implications for tourism planning, management and researchers are highlighted.