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.     

Does tourism matter in measuring community resilience?

As damage from natural hazards is increasing, quantifying community resilience is a top priority in enhancing communities' ability to prepare for and recover from disasters. This study examines the significance of tourism in measuring community resilience by proposing a tourism community resilience measurement model. To identify key tourism industries that significantly improve community resilience, this study also explores the spatially heterogeneous associations between the validated community resilience metric and tourism industry specialization across 67 counties in Florida. The results indicate that the tourism dimension is important in measuring community resilience and that specific tourism sectors, including amusements and spectator sports, are positively associated with community resilience. These findings can help community policymakers develop localized resilience enhancement strategies by considering tourism.     

Does communicating safety matter?

Tourists generally prefer to visit safe destinations. However, it is rare to see safety messages in promotional materials. Does communicating safety in destination-branding campaigns matter to tourists? We use an experimental design to explore the relationship between safety messages and visit intentions. The results show that the extent to which safety messages increase visit intentions depends on tourists’ risk propensity and self-efficacy in travel planning. The effect of safety messages is greater for low-risk-propensity respondents than for high-risk-propensity respondents; it is also greater for respondents with high (compared to low) self-efficacy in travel planning. We conclude that safety messages help to promote a destination, subject to the moderating influence of cognitive tendencies.     

Does getting along matter? Tourist-tourist rapport in guided group activities

Guided group activities, where tourists consume with other tourists, are common and important. Although the tourism and services literature suggests customer-employee rapport impacts customer satisfaction, the composition and impact of tourist-tourist rapport in guided group activities have received minimal attention. We use a three-study mixed method approach to conceptualize and examine tourist-tourist rapport in guided group activities. Study 1 identifies two recognized dyadic dimensions of tourist-tourist rapport (enjoyable interaction and personal connection) and two new group-based dimensions (group attentiveness and service congruity). Study 2 (video experiment) and Study 3 (field experiment) find that enjoyable interaction and personal connection mediate the relationship between group attentiveness and service congruity with satisfaction. Thus, tourist-tourist rapport in a group context is more multidimensional and complex than previously conceptualized for customer-employee rapport and non-group contexts. Further, we find tourist-tourist rapport is a critical service factor such that high levels satisfy, while low levels dissatisfy.     

Does eco certification sell tourism services? Evidence from a quasi-experimental observation study in Iceland

Eco labelling of tourism services has been studied extensively in the past. Yet, there is no agreement on two key points: (1) whether or not eco certification increases tourist demand for a product among the general tourist population, and (2) whether or not there is a specific market segment whose purchase decisions are influenced by eco labels. Lack of agreement is partially due to the wide variety of different research approaches used. Most studies have in common, however, that they rely solely on tourist self reports of either behavioural intentions or past behaviour. The present study re-investigates these two questions using a quasi-experimental design based on actual observed behaviour and objective knowledge testing. Results indicate that (1) eco labelling does not have a big impact on general tourist demand, but (2) a niche market exists which is influenced by eco labelling when choosing among alternative tourist providers. The research design used in the present study offers a useful alternative for investigations of tourist purchase decisions. It leads to more reliable results because it is based on the observation of actual displayed behaviour, thus avoiding a range of answer biases. Other eco-certified products now need research on similar lines.     

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.     

Domestic tourism demand of urban and rural residents in China: Does relative income matter?

The aim of this research is to investigate the domestic tourism demand of urban and rural residents in China. Based on the data from the National Household Tourism Survey, we specify Chinese domestic tourism demand as a function of absolute income, relative income, domestic tourism price, and substitute price. As a major contribution of this study, relative income is measured using the distance between individual income and average income over a city/province. Based on the estimation results from multilevel models, this paper highlights the effect of relative income on domestic tourism demand in some sub-regions of China. Furthermore, regional differences between residents in different sub-regions and different patterns of determinants between urban and rural residents are identified and discussed.     

Tourism firm restructuring: Does the attention of individual investor matter?

We examine the power of individual investor attention in increasing tourism firms' restructured performance, the different effects caused by ‘attention heterogeneity’, the moderating effect of media coverage on the relationship between individual investor attention and tourism firms' restructured performance, and the robustness of the effects. The results indicate that 1) individual investor attention has a significant positive effect on tourism firms' restructured performance, 2) individual investor attention via mobile devices influences tourism firms' restructured performance more than attention via computers, 3) the moderating effect of media coverage on this relationship varies with time and media heterogeneity, and 4) the effect of individual investor attention is immediate, while time is needed for the moderating effect of media coverage to appear. The main effect of individual investor attention and the moderating effect of media coverage on tourism firm performance do not depend on the firm size or the proportion of individual shareholders.     

Does the sequence of presentations matter for academic conferences? An application of the peak-end rule in event management

Abstract

In psychology, the peak-end rule has been used to describe the effects of emotional factors on live experiences. However, it has yet to be examined in the contexts of events and conferences. This study investigated the influence of conference presentation order, excitement following peak experience, previous conference experience, and time since one’s last visit on conference satisfaction and loyalty. Although no significant differences in satisfaction and loyalty were found with regard to the order of presentations, previous experience and time since last visit were found to have significant effects on attendees’ outcomes. End-of-conference peak experiences exhibited the strongest influence on loyalty.     

Does risk matter in CEO compensation contracting? Evidence from US restaurant industry

The structure of compensation packages of Chief Executive Officers (CEOs) has been a significant research interest for researchers across various disciplines. In this paper, we examine a unique relationship between CEO compensation and risk (systematic risk) in the US restaurant industry. Our research question stems from the assumption that CEOs must be rewarded with a higher incentive-based compensation in high-risk profile restaurant companies in order to motivate them to perform in their full potential for mutual benefits of the CEO and shareowners. Furthermore, we investigate whether firm risk moderates the relationship between firm performance and CEO total compensation controlling for the firm size and CEO ownership. We draw our sample firms from the US restaurant industry. Findings of our study suggest that firm risk induces a higher proportion of incentive-based compensation for restaurant companies’ CEOs, and firm risk does not seem to moderate the relationship between pay and performance in the restaurant industry.     

What do hotel employees think about service robots? A qualitative study in Turkey

This study aims to determine Turkish hotel employees' perceptions towards service robots. Data were collected through 40 in-depth interviews with hotel employees from different departments. Data were analysed through thematic analysis. The results revealed that the word “robot” evoked negative emotions for hotel employees. While the hotel employees think that service robots may provide different benefits and advantages for employees and businesses, they also believe that service robots may create some problems during communication with the customers. The hotel employees also think that service robots would lead to an increased unemployment rate in the future.     

Exploring cultural tourist towns: Does authenticity matter?

This study applies various conceptualisations of authenticity to explore to what extent tourists appreciate the authenticity of cultural tourist towns. Using the visitor-employed photography (VEP) method, this study collected visitor-employed data in two cultural tourist towns in Shanghai, China to analyse tourists' personal enjoyable aesthetic experience. Results show that tourists were not overly concerned about objective authenticity as long as they had a positive and enjoyable experience, and that some tourists experienced and favoured existential and postmodern authenticity in the tourist towns. Results highlight the importance of designing entertainment activities and iconic attractions in a strip shape to engage tourists and enhance their enjoyment. Overall, results suggest that sophisticated design characterised by interaction of four townscape factors – nature setting, emotional design, spatial configuration, and commercialised elements – can shape tourists' enjoyable authentic experience. Findings have implications for tourism and tourist attraction operators in their planning, design, conservation, and promotional efforts.     

Does gender diversity matter to hotel financial performance?

This study examines the effects of executive gender diversity (EGD) and board gender diversity (BGD) on hotel financial performance in China based on the framework of the gender role, agency, and resource dependence theories. This research documents a negative effect of EGD and no significant effect of BGD on hotel financial performance. Moreover, the effect of EGD on hotel financial performance captured by return on equity (ROE) exhibits a U-shaped curve, with the profitability measure bottoming out at 21%. Our analysis also shows that a critical mass of 40% of EGD serves as a positive moderator for the EGD-ROE relationship. Beyond this point, gender-balanced executive groups evade negatives rooted in the gender role theory, enjoy positives drawn in the agency and resource dependence theories, and generate superior financial performance compared to all-male executive groups. This research offers important implications for human resource management and policy and regulation formulation.     

What motivates visitors to participate in a gamified trip? A player typology using Q methodology

Destinations have offered diverse gamified trips in the last 10 years. However, there is a lack of understanding on what motivates visitors to participate in such a trip. As one of the first attempts to examine visitors' motivations for taking a gamified trip, this paper conceptualizes and categorizes gamified trips, explores reasons for liking or disliking them, proposes 34 travel motivations, and categorizes players of these trips into six types, including knowledge collectors, reward seekers, explorers, curiosity seekers, sensation seekers, and flow experiencers. The research sheds light upon this emerging phenomenon and provides implications on how to design appealing gamified trips for different market segments. Additionally, this paper expands the use of Q methodology to travel motivation research. The framework of conducting a Q methodology lays a foundation for future studies.     

Does climate change matter to the travel trade?

This study evaluated the awareness of, attitudes toward and opinions about the ability of travel agencies in Hong Kong to help address tourism's contribution to greenhouse gas emissions. The retail travel agent sector is a major player in the tourism distribution system, accounting for about 25% of travel activity, and is the primary distributor of package tours. In-depth interviews were conducted with senior managers and owners/operators of a sample of travel agencies in Hong Kong, followed by a survey of 485 front line staff. The study revealed senior managers adopted a range of neutralisation techniques to abrogate themselves from any personal or corporate responsibility in this issue. Front line staff were largely unaware and ill-informed, and mainly see their role as simply pushing products. Cluster analysis revealed five groups with diverse views: Cluster 1, the “Deeply concerned” group (11%); Cluster 2, the “Deep knowledge” group (6%); Cluster 3, the “Moderate knowledge and awareness” group (18%); Cluster 4, the “Concerned but unaware” group (31%); and Cluster 5, the “Neither concerned nor aware” group (34%). The combination of lack of leadership among managers and ignorance among front line staff means that neither feels responsible for, nor able to, address this issue.     

Does size matter? Corporate social responsibility and firm performance in the restaurant industry

Despite an increasing number of hospitality studies on the link between corporate social responsibility (CSR) and corporate financial performance (CFP), the literature has predominantly focused on the CSR–CFP relation without considering moderating factors. Consequently, the current study introduces firm size as a potential moderator on the CSR–CFP relationship. Performing a two-way fixed-effects model by firm and year with Newey-West standard errors, this study finds that firm size moderates the effect of positive CSR on CFP while it does not moderate the effect of negative CSR on CFP in the U.S. restaurant context.     

Does the geographic proximity of products influence a consumer’s decision? An evaluation in a restaurant

1. Download : Download full-size image

     

Why does empowering leadership occur and matter? A multilevel study of Chinese hotels

To address the question of why empowering leadership occurs and matters, this study develops an integrated model including both antecedents and consequences of empowering leadership in hospitality organizations. Drawing on data from 558 employees and 86 department managers in 24 Chinese hotels, results of hierarchical linear modeling support person–situation interactionist theory by suggesting that top-level empowering leadership and middle-level leaders’ self-efficacy have main and interaction effects on middle-level empowering leadership. Main and mediation effect results support service profit chain theory and motivational and exchange-based models by demonstrating that middle-level empowering leadership has positive effects on employees’ service-oriented behaviors directly and indirectly, and employees’ psychological ownership mediates these indirect effects. This study is among the first to explore antecedents of empowering leadership from both personal and contextual perspectives, and mediation by psychological ownership in the relationship between empowering leadership and employee service-oriented behaviors.