Does a server's attentiveness matter? Understanding intercultural service encounters in restaurants

Interaction between customers and servers from different cultures provides an interesting case of intercultural communication. Although a server's attentive service on customers is common in full service dining restaurants, especially in the United States, this may not be preferable to customers from different cultures. Two studies examined cultural differences between Americans and Japanese customers on their preferences regarding U.S. restaurant servers’ attentiveness and a moderating effect of culture on the relationship of server attentiveness with customer orientation, customer satisfaction and tip. A survey study (N = 975) and an experimental study (N = 145) found that server attentiveness had a positive effect on customer orientation, customer satisfaction and the amount of tip for Americans, but not Japanese customers. Implications and future directions were discussed.     

Goodwill intended for whom? Examining factors influencing conspicuous prosocial behavior on social media

Despite the popularity of cause-related marketing (CRM), the socially-oriented drivers that influence the success of CRM have yet to be investigated empirically in the hospitality context. This study investigated the effects of three factors (status motive, guilt, and recognition) on customers’ attitudes and intent to participate in CRM promotions through social media. A scenario-based 2 × 2 × 2 between-subjects experimental design was used. Results revealed that status-seeking individuals exhibited the high level of prosocial behavior when their behavior was recognized by others publicly compared to non status-seeking individuals. In addition, individuals who felt guilt with regards to a CRM promotional appeal were more likely to respond to the promotion positively than those who did not, when their goodwill was observable by others. Considering this desire of some customers to have their goodwill displayed to others (known as conspicuous prosocial behavior), this study provides important evidence for companies wishing to develop CRM strategies via social media.     

Tourists’ willingness to pay for an accommodation: The effect of eWOM and internal reference price

Understanding the determinants of consumers’ willingness to pay (WTP) is an important challenge especially for practitioners. This study evaluates the effect of external information (eWOM valence and volume) and internal information (internal reference price) on consumers’ WTP for an accommodation. The results of an online experiment (n = 766) show a direct effect of valence on WTP which is strengthened by both volume and the internal reference price. Consumers with high reference prices are more sensitive to the effect of an increase in valence. Moreover, internal reference price has a non-linear influence on WTP. The findings suggest the relevant role of eWOM as well as internal reference price in determining consumers’ WTP. The inclusion of these two variables in dynamic pricing strategies could lead to greater benefits for hospitality managers.     

The moderating role of nationality on destination experience

ABSTRACT

Differences in tourists’ cultural values are significant factors in their product and service choices, yet they have generally been neglected in the literature. Therefore, this study examined how tourists’ nationalities influence their perceptions of service quality, affective image perceptions, and revisiting intentions. Activities were found to be more determinant on a destination’s affective image for Russian tourists, whereas accommodation, hospitality, and language communication services had a larger effect on German tourists.     

Airbnb Superhosts' talk in commercial homes

Critically analysing the behaviour of peer-to-peer accommodation hosts provides alternative ways of understanding hospitality and tourism experiences. This paper offers an analysis of how Airbnb hosts in Australia talk and interact with guests and the contextual constructs which shape this behaviour. We applied a theoretical framework of service language and a multiple case study methodology to explore the perspectives of different Superhosts. Our analysis suggests peer-to-peer exchanges are influenced by the nature of accommodation as a commercial home. Talk and interaction varies through pre-arrival, arrival, occupancy, departure and post-departure. Our findings contribute to research regarding peer-to-peer accommodation hosting, interpersonal communication and service interactions in commercial homes, and guide a design of hospitality-centric experiences in a changing accommodation environment.     

Service encounters and face loss: Issues of failures,fairness, and context

This study examines the influence of various aspects of a hospitality service failure event, including social context, interpersonal treatment, and favorability of outcome on consumer evaluations of face (feeling of respect). A 2 (social exposure: public/private) × 2 (interpersonal treatment: positive/negative) × 2 (outcome fairness: favorable/unfavorable) between-subjects experimental design was employed in the study, which collected data from 576 Chinese respondents in Beijing and Shanghai. Evidence suggests interpersonal treatment style and the favorability of outcome fairness directly influence Chinese consumers’ self-reported loss of face. However, interaction effects affected the influence of the independent variables. Consumers’ face evaluations were significantly lower if outcome fairness was unfavorable (versus favorable) and received in private (rather than in public) and if the interpersonal treatment style was poor. Regression analysis demonstrated that outcome favorability had a strong association with negative word of mouth in a public situation, and face had a strong association with levels of satisfaction in both public and private situations. Management implications for hospitality operators include the need to reconsider standard practices relating to service failure negotiation and to adopt public resolution arrangements.     

The impact of the social servicescape,density, and restaurant type on perceptions of interpersonal service quality

The purpose of this study was to investigate how density in the servicescape affects the three interpersonal dimensions of Stevens et al., (1995) DINESERV conceptualization of service quality (responsiveness, assurance, and empathy) across various restaurant types. Using the framework of information processing theory, it was predicted that when a customer uses density to evaluate anticipated service quality, the information processing style will vary depending on the restaurant context. For fine dining restaurants and sports bars, it was predicted that customers will use heuristic processing, but would use systematic processing when evaluating a family casual restaurant. A 3 (contextual service norms) × 2 (built density) × 2 (human density) between subjects factorial design was employed. The results identified a three-way interaction between human density, built density, and restaurant type, suggesting that the type of restaurant does indeed matter when considering how density impacts potential customers’ perceptions of a restaurant.     

Effects of temporal distance and related strategies on enhancing customer participation intention for hotel eco-friendly programs

Hotel eco-friendly programs (HEFP) depend on the support of both internal and external customers. While hotel environmental management has received considerable attention, little research focuses on how customers evaluate and respond to HEFP, particularly in the context of variable temporal distance. This study thus examined the effects of different temporal distance strategies on promoting customer participation in HEFP. Based on data collected from 235 undergraduate students, this study employed two 2 × 2 between-subjects design experiments by using foot-in-the-door and outcome simulation strategies for the hypotheses testing. The analytical results indicated that the foot-in-the-door strategy significantly increases distant-future HEFP intention while the outcome simulation strategy significantly enhances near-future HEFP intention. Implications for green hotel management strategies were also discussed.     

A meta-analysis of behavioral intentions for environment-friendly initiatives in hospitality research

Research on environment-friendly initiatives has received increasing attention in hospitality research. However, an integrated literature review of research examining the impact of consumer perceptions of green initiatives on their behavioral intentions is lacking. To that end, a quantitative meta-analysis of 26 articles published in hospitality journals was conducted in order to determine the effect sizes of the relationship between consumers’ perceptions and their green behaviors. This research intended to examine how two broad categories – internalized perceptions (i.e. personal values, attitudes, environmental knowledge/awareness, and perceived benefits) and perceptions of the firm (i.e. hotel/restaurant image, perceived quality, and satisfaction) – influence consumers’ behavioral intentions toward green hotels/restaurants (e.g., word-of-mouth intentions, retentions, willingness to pay, and willingness to pay a premium). This meta-analysis shows that both internalized perceptions and perceptions of the firm had a strong positive association with behavioral intentions. The average effect sizes for internalized perceptions and perceptions of the firms were r = 0.3177 and r = 0.4240, respectively. The findings of this research suggest that the positive relationship between consumer perceptions and behavioral intentions is well-established. Therefore, it might not be fruitful to continue to apply identical frameworks (e.g., the theory of planned behavior or the theory of reasoned action) in future research. We thus suggest that hospitality and tourism researchers in the area of environment-friendly initiatives need to either significantly improve the existing models or look for new and more diverse frameworks in order to make meaningful theoretical contributions.     

Analysis of Hoteliers' E-Commerce and Information Technology Applications

ABSTRACT

Numerous research studies are being conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to operational, profitability, productivity, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' needs relative to advanced e-commerce and IT applications to improve customer service. Hoffman and Chung (1999) stated that what customers want most is not what restaurants and hotels are necessarily implementing. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for the hospitality practitioners about customer needs relative to e-commerce and IT applications.     

Unravelling the effects of cultural differences in the online appraisal of hospitality and tourism services

International travelling has increased the likelihood of service interactions between customers and providers of different nationalities, frequently speaking various language, and repeatedly experiencing issues with intercultural communication. By examining more than 700,000 online reviews written by hotel guests of 101 different nationalities, using 84 different languages in their reviews, this study unravels cultural differences and examines through a direct measurement approach the simultaneous influence of national and linguistic differences between service customers and providers on online review valence. After controlling for reviewers’ demographics, behavioral features, trip related factors and location of service provider, the study findings reveal that while the influence of national cultural distance on online ratings is country- and destination- dependent, the usage of a common language is positively associated with online review valence irrespective of the destination/country where the service provider is located. Theoretical and practical implications are discussed.     

Explaining a Community Touristscape

Abstract

Numerous research studies are being conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to operational, profitability, productivity, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' perceptions and needs relative to advanced e-commerce and IT applications to improve customer service. Hoffman and Chung (1999) stated that what customers want most is not what restaurants and hotels are necessarily implementing.

This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for the hospitality practitioners about customer perceptions and needs relative to e-commerce and IT applications.     

Peer-to-peer accommodation experience: A Chinese cultural perspective

With the growing popularity of peer-to-peer (P2P) accommodation worldwide, this conceptual paper reviews and explores Chinese users’ P2P accommodation experiences from a cultural perspective. The paper conceptually explores the influence of Chinese cultural traditions on the P2P accommodation experience. These cultural traditions include renqing (人情), guanxi (关系), mianzi (面子) and yuan (缘). Renqing was revealed to have an enduring impact on Chinese users’ loyalty. A conceptual yuan-based host-guest relationship framework was established including four stages - “to have yuan” (有缘), “match yuan” (投缘), “cherish yuan” (惜缘) and “continue yuan” (续缘). By revealing the influence of deep-seated values underpinning Chinese hospitality, this research contributes to the globalization of hospitality knowledge by painting a new understanding of Chinese user P2P accommodation experiences.     

Analysis of E-commerce and information technology applications in hotels: Business travelers' perceptions

Numerous research studies have been conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to business operation, profit, output, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' perceptions in order to improve customer service. One of the problems in the hospitality industry is that customers want advanced e-commerce and IT applications, but restaurants and hotels are not necessarily implementing them. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for hospitality practitioners about customer perceptions relative to e-commerce and IT applications.     

The influence of hospitality leaders’ relational transparency on followers’ trust and deviance behaviors: Mediating role of behavioral integrity

This paper investigates the effect of leader’s relational transparency on follower organizational deviance through followers’ perception of leader’s behavioral integrity and their trust in leader. Multi-level modeling results from a multisource survey-based field-study with 24 hospitality student project teams (N = 149) show that behavioral integrity mediates the relationship between leader’s relational transparency and follower’s trust in leader. Furthermore, multi-level path analysis suggests that leader’s relational transparency, a team-level construct, exerts a cross-level effect on follower’s organizational deviance through the mediating roles of behavioral integrity and follower’s trust in leader. The study has yielded theoretical and practical implications that are useful for hospitality leaders.     

The role of contingent self-esteem and trust in consumer satisfaction: Examining perceived control and fairness as predictors

The paper proposes contingent self-esteem (CSE) as an important mediator between service encounter attributes and consumers’ satisfaction. The main thesis is that consumers’ perceptions of control and fairness in the exchange influence their CSE and trust evaluations which in turn effect their satisfaction evaluations. The study expands and clarifies our understanding of the psychological processes that guide consumers’ satisfaction evaluations. The paper employed a 2 × 2 repeated measures experiment to collect data. The experimental manipulations were induced using video clips and the data were analyzed using a repeated measures MANOVA procedure. Results indicate that consumers’ CSE and trust evaluations depend on their perceptions of fairness and control of the exchange. Furthermore, CSE and trust influence consumers’ satisfaction evaluations and behavioral intentions. The results of this research suggest that service providers should consider designing service interactions that affirm consumers’ self-image and thereby improves satisfaction evaluations.     

Market orientation of small ethnic minority-owned hospitality firms

This paper seeks to evaluate the influence of changing co-ethnic consumer habits and the nature of competition on the market orientation of ethnic minority-owned hospitality firms in the UK. The paper reports and analyses the findings of 40 face-to-face interviews with Turkish small business owners. The findings of the study indicate that ethnic minority owned small firms operate within a strong socio-cultural environment. Not only co-ethnic customers and competitors but also both mainstream customers and competitors have a bearing on the market orientation of firms. Their market orientation is the result of the interplay between the changes in ethnic and mainstream business environments.     

Avoiding the hospitality workforce bubble: Strategies to attract and retain generation Z talent in the hospitality workforce

Survival of the hospitality and tourism industry is highly dependent on a stable workforce to service the tourists and customers. In a shrinking workforce market faced with traditionally high staff turnover and increased departure of older workers, the key focus of this paper serves to provide practical recruitment strategies to attract the next Generation of hospitality talent – Generation Z. This opinion piece provides 10 key talent management strategies on how to appeal to Generation Z and entice them to join the hospitality sector. It presents practical solutions adopted by the industry and innovative recruitment strategies to address the war on talent in hospitality.     

社会化视角下接待业服务机器人对顾客体验的影响研究

随着人工智能和自动化技术日渐普及,服务机器人被越来越多地引入旅游接待业,但其应用尚处于探索阶段。在已有文献和理论基础上,本文依据互联网、社交媒体中接待业顾客对服务机器人的评价信息,以及对接待业顾客和员工进行深度访谈的数据,分析顾客对机器人服务的感知及体验。研究发现:(1)对机器人服务的感知涉及工具、社会化两个属性,社会化属性对顾客的愉悦体验产生重要影响;(2)服务机器人通过提升服务和营造愉悦氛围两条路径改善顾客体验。在此基础上,本文构建了服务机器人影响顾客体验的概念模型。本文从社会化视角探讨服务机器人的顾客体验感知,对服务机器人设计、服务场景管理和体验设计具有启示意义。     

Cross-institutional collaboration networks in tourism and hospitality research

This paper examines cross-institutional collaboration in tourism and hospitality research using a co-authorship network model based on papers published in six top-tier tourism and hospitality journals over the past 20 years. Data analysis reveals that multi-author, multi-university studies are the fastest-growing type of authorship structure in tourism and hospitality research. We use several network measures to evaluate the intensity of research collaboration among academic institutions in tourism and hospitality disciplines. Institutions with tourism and hospitality programs worldwide are ranked according to their centricity in cross-institutional research collaboration networks and categorized according to their characteristics in collaboration. The empirical analysis shows significant associations between research performance and a university's centricity position in cross-institutional research networks. Through advanced social network analysis, this study provides new insights into institutional collaboration in tourism and hospitality research over the past two decades.