What are guests scared of? Crime-related hotel experiences and fear of crime

ABSTRACT

This study aims to explore the typology of hotel crime and how it is related to guests’ fear of crime based on a cause-and-consequence model. A total of 873 TripAdvisor reviews were content-analyzed to develop a typology of hotel crime. High-class hotels experienced more theft, fraud, and burglary while low-class hotels encountered more prostitution and drug-related activities. Hotel guests generated a higher fear of crime when crime occurred inside guest rooms, especially in cases of burglary, theft, or fraud. Reviews mentioning crimes were perceived to be more helpful. Managerial implications and best practices of crime prevention are provided for hotel practitioners.     

The negative spillover effect of food crises on restaurant firms: Did Jack in the Box really recover from an E. coli scare?

Despite the enormous impact of food crises on restaurants, limited understanding of their long-term impacts and associated factors has undermined crisis managers’ ability to handle crisis situations effectively. This article investigated the long-term impact of food crises on the financial performance of restaurant firms and identified the factors that influenced this impact. This explanatory study examined the case of Jack in the Box, whose 1993 Escherichia coli scare was the first and largest restaurant-associated food crisis in modern times. An event study method was used to uncover stock price movements of Jack in the Box, in conjunction with 73 unrelated food crises that occurred from 1994 to 2010. Stock prices of Jack in the Box exhibited significantly negative responses to other firms’ food crises, moreover, the negative spillover effect was stronger if the crisis occurred closer in time, was similar in nature, and was accompanied with no recall execution. These findings shed light on the long-term financial impact of food crises and offer insights for crisis managers to develop more effective crisis management strategies.     

Analyzing online reviews in hospitality: data-driven opportunities for predicting the sharing of negative emotional content

Hospitality is one of the sectors that are nowadays most heavily characterized by consumers’ tendency to share online reviews on dedicated digital platforms. While most past work has focused on understanding the effect of online reviews and ratings on consumers’ evaluation and purchase decisions, this research tackles the issue of what drives the sharing of certain types of online content. Specifically, we investigate the sharing of user-generated content characterized by negative emotional valence, and study the effect of two factors on the extent to which user-generated content contains negative emotions. One such factor is reviewer's expertise, while the other is hotel quality. Our analysis of 1200 TripAdvisor reviews on Italian hotels located in three major Italian cities confirm our hypothesis that expert reviewers might share reviews containing less intense negative emotional content compared to less expert reviewers especially when the hotel is of high quality. To support our hypothesis, we build on the research on psychological antecedents of word-of-mouth behaviour suggesting that expert consumers are particularly reluctant to share negative word-of-mouth to avoid projecting a negative image of themselves in social contexts, thus possibly damaging their reputation.     

Analysing reviews in the Web 2.0: Small and medium hotels in Portugal

This study presents a characterisation of online reviews for small and medium hotels (SMH) in Portugal. We collected and analysed 1500 online reviews from 50 SMH. The findings show that room, staff and location were the concepts most frequently appeared in the reviews, with cleanliness, friendliness, helpfulness, and centrality of position the terms most frequently used to qualify the concepts. This study points out the main features which SMH managers should prioritize.     

When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications suggest important recommendations for hotel managers.     

The managed heart: The structural analysis of the stressor–strain relationship and customer orientation among emotional labor workers in Korean hotels

This study examined the structural relationships among three different dimensions of workplace stressors (customer-related stressor, CRS; work environment-related stressor, WERS; job-related stressor, JRS), negative affectivity (NA), emotional exhaustion (EE), and the negative effect of that strain on customer orientation (CO) in the context of the emotional labor (EL) of frontline employees in the hotel industry. Data were collected from self-administrated questionnaires distributed among frontline employees in room and F&B divisions in Korean deluxe tourist hotels, where EL is intense. The results of the structural equation analysis indicated a positive association between all three workplace stressors and NA and between NA and EE. There was also a relationship in the opposite direction with EE and CO, as hypothesized. The moderating effect of organizational level on the workplace stressors–NA relationships was also confirmed. In addition, in an alternative model, we found that NA partially mediates the relationship between JRS and EE; whereas, NA fully mediates the relationships between CRS/WERS and EE. Practical implications are discussed in detail and limitations of the study and future research directions are also suggested.     

基于用户关注的房地产特征价格模型构建研究——以合肥市为例

特征价格模型是房地产研究中常用的经典模型,其特征指标往往基于研究者过往经验及偏好来选取,对购房者情感偏好考虑不足。基于房地产网络平台上丰富的在线用户评论,挖掘其所隐含的购房者情感偏好,建立体现用户关注的房地产特征价格模型,并以合肥市为例,采集148组楼盘数据进行实证研究。结果表明,“区位”“户型”“装修”“生活配套”“物业质量”“绿化环境”“交通”“学区”为购房者显著偏好的房地产特征指标,而依据这些特征指标构建的房地产特征价格模型能够合理地评估房地产特征属性的隐含价格,具有良好的拟合度和较高的解释能力。     

金融自由化、非对称调整与新兴市场的金融危机

二战后,新兴市场经济(EMS)也存在广泛的金融抑制。抑制政策可能有短期增长效应;但本文理论模型显示,长期内,竞争机制会耗散金融租金,EMS实际增长率低于有保障和自然的增长率。70年代末期以来,EMS放松了金融规制。因价格调整快于数量调整、金融市场调整快于产品和劳动力市场,金融自由化产生负产出效应。负产出是基本的风险源。来自于金融、实际部门的任何冲击以及制度与政策失灵,都可能引发金融危机。抑制程度越深,负产出效应越大,人均产出越低,自由化过程中发生金融危机的概率也越大。本文使用25个国家1980～2001年的数据,以二元选择模型对上述假说进行实证检验。     

The sources of the Kuznets relationship between road fatalities and economic growth

This paper reports the results of an empirical analysis of the Kuznets curve relationship between per capita income and road fatalities across 60 countries over the period 1972-2004. This relationship hypothesizes that the number of road fatalities increases with increasing motorization in the early stages of economic growth. Eventually, due to advances in technical, policy and political institutions, it declines as per capita income increases. The quality of political institutions as well as improvements in medical care and technology are hypothesized to impact road fatalities. Results indicate evidence of a Kuznets curve relationship between per capita income and road fatalities for both highly developed and less developed countries and support our hypothesis that changes in institutional quality and medical improvements underlie the Kuznets relationship. The evidence presented in this study suggests that lowering corruption levels as well as improvements in medical care and technology would help to reduce road fatalities.     

Spam mails impede economic growth

We estimate labor losses caused by spam mails and input these estimated values into a production function, while also estimating damage to the Gross Domestic Product (GDP) in Japan. As a result, we have found that spam mails decreased the Japanese GDP by about 500 billion yen in 2004. This marginal negative effect of spam mail to the GDP increased with the progress of broadband in 2000. Moreover, from the result of a social simulation conducted by the authors, the amount of damage is projected to reach 1% of the Japanese GDP by 2010, unless adequate countermeasures are taken against spam mails. This projection provides a statistical fundamental to several theoretical analyses of spam mails.