Effects of franchising on industry competition: The moderating role of the hospitality industry

International Journal of Hospitality Management·Paid Content - 14 October 2017
This study investigates the impact of an industry’s involvement in franchising on its competitive condition. Findings show that, for services industries in general, franchising involvement (a) discourages industry instability and dynamic competition, and (b) has a non-significant impact on industry concentration. However, in the hospitality industry, the negative effects of franchising on industry instability and dynamic competition are weaker: franchising decreases industry instability and dynamic competition less in the hospitality industry than in other services industries. These findings open up a new discussion of how franchising influences the competitive environment at the industry level.

Substance use for restaurant servers: Causes and effects

International Journal of Hospitality Management·Paid Content - 11 October 2017
Restaurant industry employees have historically exhibited a high tendency toward substance use. To address this phenomenon, this study aimed to assess if a restaurant front-of-house server’s work stress contributes to alcohol and illicit substance use. Specifically, it was hypothesized that a server’s role stress (conflict and ambiguity) would stimulate substance use. Also, this study tested the impact of substance use on job and life satisfaction, and the moderating effect of self-control on the relationship between role stress and substance use. The results demonstrated that role ambiguity had a positive influence on substance use. Servers’ drug use had a positive influence on job satisfaction, but no significant influence was found for alcohol use. As hypothesized, job satisfaction significantly increased life satisfaction. Lastly, self-control moderated the relationship between role stress and substance use. Detailed results and implications of the findings are provided in the main body of this paper.

Do workaholic hotel supervisors provide family supportive supervision? A role identity perspective

International Journal of Hospitality Management·Paid Content - 10 October 2017
Drawing from role identity theory and social exchange theory, the current study presents a moderated mediation model which I use to examine how supervisor workaholism and the perception of subordinate’s family-work conflict affect family supportive behavior. This supervisor behavior further influences subordinate’s organizational citizenship behavior toward the supervisor and withdrawal behavior at work. Using a sample of supervisor-subordinate dyads in hotels, I found that (1) supervisor’s perception of subordinate’s family-work conflict enhanced the positive relationship between supervisor workaholism and family supportive supervisor behavior, (2) family supportive supervisor behavior was positively related to subordinate’s organizational citizenship behavior toward the supervisor and negatively related to subordinate’s withdrawal behavior at work, and (3) only when supervisor’s perception of subordinate’s family-work conflict was high did I find a significant indirect effect of supervisor workaholism on subordinate’s organizational citizenship behavior toward the supervisor and withdrawal behavior at work via family supportive supervisor behavior.

Less is more: A new insight for measuring service quality of green hotels

International Journal of Hospitality Management·Paid Content - 25 September 2017
Faced with the rise of environmental awareness and carbon reduction trends, green hotels have become an important business direction for the hospitality industry. Because of the special service properties of green hotels, past the hotel service quality scale is not sufficient to measure the service quality performance of green hotel. This problem resulted in a serious gap for measuring the service quality of green hotel. The purpose of this study is to construct a Green Lodging Service Quality scale (GLSERV scale). This study used systematic and scientific procedures to develop the dimensions and items of the GLSERV scale. The GLSERV scale included six dimensions: reliability, empathy, environmental communication, green energy saving, assurance, and tangible, which contained a total of 25 items. This study provides a new insight for measuring the service quality of green hotels.

Is unfamiliarity a double-edged sword for ethnic restaurants?

International Journal of Hospitality Management·Paid Content - 25 September 2017
Last week, the Commercial Aviation Corp. of China Ltd. (Comac) announced that the C919, China’s first homemade large passenger jet, had chalked up its 730th pre-order. Those numbers won’t necessarily make the Boeing Co. or Airbus SE quake; Boeing estimates Chinese airlines alone will require 5,420 new single-aisle planes by 2036. Ultimately, though, they could herald the end of global aviation’s great duopoly.

New energy benchmarking model for budget hotels

International Journal of Hospitality Management·Paid Content - 21 September 2017
Hotels in some countries or regions can not currently establish the energy benchmarking model based on statistical analysis due to the lack of building data. In this case, it is a question how to define an energy benchmarking model with fairness and comparability. To alleviate this problem, this paper, taking the budget (limited service) hotel as an example, develops an energy benchmarking model with composite indicator. At first an energy efficiency indicator is defined as EEUI (Equivalent Energy Use Intensity), which is indicated by energy consumption of unit hotel characteristics. The hotel characteristics involve both the business characteristics and energy use characteristics. The proposed energy benchmarking model is expressed by the weighted sum of major factors impacting on energy use, where EEUI is regarded as the dependent variable while the major factors are regarded as the independent variables. The coefficients of the independent variables are determined by the optimization model built in this paper. In the optimization model, the benchmark value of EUI (energy use intensity) provided by the nation or hotel industry is used as the benchmarking target. Finally the proposed energy benchmarking model is tested on the budget hotels. The purpose of this paper is to provide a simple energy benchmarking model with fairness and comparability to support the macro planning and management of energy saving and emission reduction urgently required by the hotel industry.

Adoption of sustainable business practices in the private club industry from GMs and COOs' perspectives

International Journal of Hospitality Management·Paid Content - 21 September 2017
This study applied the theoretical framework of innovation adoption and concept of board support, relevant to private club’s sustainable business practices (SBPs). The purpose of this study was to analyze the factors influencing the adoption of SBPs in the private club industry. The adoption of SBPs has not been addressed extensively in academic research for private club, especially from leaders’ perspectives. The data were collected from 221 general managers and chief operation officers, using an online survey. Three-step hierarchical regression analyses were used to find perceived innovation characteristics and board support on the outcome variable. Board support, perceived by club GMs and COOs, was found to have the biggest influence on adoption intention of SBPs, in addition to significant influences of relative advantage, complexity (ease of use), and compatibility. This study highlighted an important role of board support on GMs’ and COOs’ intention to adopt SBPs, emphasizing the unique structure of private club governance. Understanding what the motivating factors are for club executives to adopt SBPs will enable them to engage in SBPs more effectively in the private club industry. Implications and opportunities for future research were addressed.

Complexity of occupational health in the hospitality industry: Dynamic simulation modeling to advance immigrant worker health

International Journal of Hospitality Management·Paid Content - 13 September 2017
Hispanic immigrant workers, who are heavily employed in low-skill/low-wage lodging and foodservice jobs, work in environments that induce disproportionate health and safety risks. Traditional research approaches have produced only partial insights into the risks of Hispanic immigrant hospitality sector workers, failing to fully capture the underlying dynamic, structural, and systemic complexity of hospitality worker health. This paper has three objectives: (1) to outline the multifaceted and disproportionate health and safety risks of these workers; (2) to introduce a systems paradigm with potential to contribute to more promising approaches in occupational health and safety research in tourism and hospitality; and (3) to elaborate on how computational simulation modeling can fortify occupational health and safety research in tourism and hospitality, and offer a heuristic example of a risk prevention model among Hispanic immigrant hospitality workers rooted in a stakeholder-based system dynamics modeling approach.

Religiosity and entrepreneurship behaviours

International Journal of Hospitality Management·Paid Content - 2 September 2017
This study investigates the impacts of entrepreneurs’ religiosity on their values and on the relationship between their values and entrepreneurial behaviours by examining the differences between practicing Muslim entrepreneurs and non-practicing Muslim entrepreneurs. Relationships between values and religiosity are examined within an integrative framework of Schwartz’s value theory.

'Where you do it' matters: The impact of hotels' revenue-management implementation strategies on performance

International Journal of Hospitality Management·Paid Content - 1 September 2017
This study explores RM strategic implementation approaches, addressing the question of whether the RM function should be performed within the hotel property, or should be outsourced to an outside entity such as corporate, regional office or a third party. Using a random sample of 602 US hotels, the study analyzed the hotels’ RevPAR Index over varying periods and the hotels’ self-reported RM implementation strategy. The findings suggest that hotel characteristics such as size and scale affect their decision on where to perform the RM function. More importantly, we find that this strategic implementation decision impact the hotel’s level of performance compared to its competitive set: corporate and centralized RM functions outperform in-house and third party. Interestingly, the findings indicate that a mixed strategy, one that combines implementation strategies, is associated with the highest RevPAR index.

Stand your ground: The case for publishing in hospitality and tourism journals

International Journal of Hospitality Management·Paid Content - 1 September 2017
The hospitality and tourism field has been struggling for academic legitimacy since its founding. Despite the impressive growth of research in the field, as well as the publication of a respectable number of high-quality scientific journals, voices are being heard from the community of hospitality and tourism researchers calling for more focused efforts on publication in journals of more established and traditional disciplines. It is argued here that this demand may have negative implications for research in the field, on the contribution of academia to the industry, and on the advancement of the career of hospitality and tourism scholars. The scientific community should reverse this trend and instead concentrate its efforts on developing the field by promoting publishing in hospitality and tourism journals in order to promote relevant, up-to-date, and innovative research for the benefit of science and industry.

Quantitative Approaches for Location Decision Strategies of a Hotel Chain Network

International Journal of Hospitality Management·Paid Content - 1 September 2017
Accommodation revenue and demand are affected by hotel location, leading a lot of research to perform theoretical, empirical and operational approaches to analyze and determine the ideal location of hotels. However, operational approaches such as mathematical modeling based optimization have not received sufficient interest in hotel location research while it has been widely used for various kinds of facility locations. Therefore, two mathematical models for opening of new hotels and the closing of existing hotels to a manage hotel chain network are developed using the demand estimation and existing hotel information. In this research, hotel demand is estimated based on the accessibilities to sightseeing, transportation, business points, and market share. Gaining and/or losing of demand and the agglomeration effect are introduced as the objective of two models. Proposed mathematical models are tested to design a hotel chain network with the real data in Seoul, Korea.

Valuing shipscape influence to maximise cruise experience using a choice experiment

International Journal of Hospitality Management·Paid Content - 1 September 2017
While many studies have identified the important aspects on the ship to cruisers, none has evaluated these attributes to determine cruisers’ willingness to pay for each attribute. This paper is the first to use a choice experiment to unbundle the overarching cruise price to explore the preferences of cruisers. The absence of a status quo effect suggests that cruise passengers are novelty lovers who welcome innovative offerings apart from those who cruise specifically to “get away”. Overall, males, Gen X-ers and first timers were willing to pay the most for a cabin with a view while the desire to be pampered influenced preferences for cabin comfort and shore excursion choice. Concern over value for money explained whether a respondent would be more prone to choosing the new options presented instead of remaining with the status quo.

Understanding and projecting the restaurantscape: The influence of neighborhood sociodemographic characteristics on restaurant location

International Journal of Hospitality Management·Paid Content - 17 August 2017
To better understand the location patterns of different types of restaurants across the United States, we investigate the relationship between neighborhood sociodemographic characteristics and restaurant location using a unique data set from 2013 covering 30,772 U.S. zip codes. The estimation results from negative binomial regression models confirm the significant impacts of various sociodemographic factors (e.g., population density, median age, median household income, average household size, educational attainment, gender distribution, housing tenure, neighborhood urbanization) on restaurant location. We also project future restaurant growth potential based on model estimates and projected changes in sociodemographic characteristics by 2020. The results are analyzed, and several metropolitan areas in Texas and Florida are identified as having high potential for growth. Lastly, implications are provided for restaurant real estate practitioners.

Hospitality service climate, employee service orientation, career aspiration and performance: A moderated mediation model

International Journal of Hospitality Management·Paid Content - 10 August 2017
This study tested a moderated mediation model involving hospitality employees' service climate perception, service orientation, career aspiration and service performance. Using a sample of 500 frontline service employees in ten restaurants of a hospitality chain company in China, the study found that employees' service orientation partially mediated the relationship between service climate and self-reported/supervisor-reported service performance. Furthermore, career aspiration moderated the mediation effect of service orientation between service climate and self-reported service performance. However, such a moderating effect was not confirmed when service performance was measured by supervisors' ratings. The study highlights the importance of employees' service orientation and career aspiration in hospitality human resource management practices. Publication date: October 2017 Source:International Journal of Hospitality Management, Volume 67 Author(s): Yiqiong Li, Songshan (Sam) Huang

Investigating customer loyalty formation for wellness spa: Individualism vs. collectivism

International Journal of Hospitality Management·Paid Content - 9 August 2017
If you build a theme park world based on an eight-year-old movie, will people come? The Walt Disney Company’s latest financial results don’t answer that question definitively, but they suggest the recently opened Pandora — The World of Avatar has not moved the needle in a huge way. Executives did not discuss the impact during a call with analysts late Tuesday afternoon.

Profiling satisfied and dissatisfied hotel visitors using publicly available data from a booking platform

International Journal of Hospitality Management·Paid Content - 8 August 2017
We develop a set of models for predicting hotel visitor satisfaction and the probability of complaints about various service aspects. Our empirical analysis is based on 3630 reviews from one of the Dubai hotels. We identify profiles of visitors who are likely to be dissatisfied with the hotel service and need special attention, as well as of visitors, who are likely to be satisfied with the service and, therefore, do not require extra attention. The predictions are based on observable characteristics of visitors, thus making it possible for hotel managers to apply the models in their everyday work. Using content analysis we also reveal specific problems that different groups of visitors encountered and infer which of the problems has the highest impact on the overall satisfaction with the hotel.

The effects of generational work values on employee brand attitude and behavior: A multi-group analysis

International Journal of Hospitality Management·Paid Content - 2 August 2017
The competitive hospitality industry requires effective external and internal brand management. Since service employees bring the brand to life, insight regarding their motivational drivers is important. Given a multigenerational hospitality workforce, individual motivations will likely differ and therefore inform attitudes and behavior differently. Adopting work values as a motivational lens, and drawing on generational theory, this study surveys 303 hospitality employees to understand how generational collective memories (i.e., formative referents) inform individuals’ work values. Further, it examines how generational work values differentially influence employees’ perceived brand fit and brand citizenship behavior. The results suggest that an individual’s collective memories from their formative years influence their work values, with altruistic, social and intrinsic work values having a positive impact on employee brand attitude and behavior, while extrinsic and leisure work values have no significant impact. Generational differences are evident, but not always in a manner that is consistent with previous literature.

Exploring the nonlinear impact of critical incidents on customers' general evaluation of hospitality services

International Journal of Hospitality Management·Paid Content - 2 August 2017
The literature has recognized the existence of a nonlinear impact of service performance on customer satisfaction. Thus, this study investigates use of the critical incident technique as an input to penalty–reward contrast analysis, showing the nonlinear impact of service quality on customers’ evaluation of three-star hotels in Rio de Janeiro, Brazil. To do so, it conducts a content analysis of 400 complaints or compliments in online reviews provided by hotel guests, available at The identified incidents explain 61% (R2adj = 0.61) of the variance in customers’ service evaluation. We find that some factors that receive frequent comments on TripAdvisor have low or no impact on customer satisfaction, while others, not frequently reported by customers, have a great impact, which may be either positive or negative. Thus, alongside customers’ comments, hotels should explore the nonlinear impact of these comments on customers’ general perceptions of service quality.

The mediating role of consumption emotions

International Journal of Hospitality Management·Paid Content - 29 July 2017
When Indian architect Rahul Maini and his parents embarked on their first trip abroad in May, Singapore was their destination of choice. But the trio wasn’t going for the hawker food or even the city-state’s casinos — they were there to get on a ship. The equatorial island has become a flourishing entry point for Indian cruise-ship passengers, bolstering sales for operators, including Royal Caribbean Cruises Ltd. and Genting Hong Kong Ltd. About 100,000 Indians sailed from Singapore last year, 29 percent more than in 2015, making India the biggest market for cruises departing from the Southeast Asian nation, according to the Singapore Tourism Board.

A systematic literature review of research on diversity and diversity management in the hospitality literature

International Journal of Hospitality Management·Paid Content - 27 July 2017
With demographic shifts, international labor mobility, and the blurring of geographical boundaries, workforce diversity and diversity management have assumed an important role in hospitality operations. More importantly previous research has established the role diversity plays on outcomes such as innovation and firm performance. Yet reports of research on diversity and its management in the hospitality industry are fragmented, underdeveloped, and inconsistent. To assess the current state of this research, we provide a systematic review of the available research on the different dimensions of diversity, and on topics related to diversity management. Using articles found in hospitality journals, we identify current themes explored by scholars as well as gaps and limitations. We provide suggestions for topics, themes and methodologies for future research and highlight the importance of research that can inform managerial practice. Our review indicates that there is greater need for theory development, empirical data-driven research, and expansion of contexts in hospitality-diversity research, especially in terms of geographical regions covered by extant studies.

The effect of online reviews on hotel booking intention: The role of reader-reviewer similarity

International Journal of Hospitality Management·Paid Content - 24 July 2017
Due to the experiential nature of travel-related products, online reviews have become an increasingly popular information source in travel planning and have a profound effect on consumers’ buying decisions, particularly in hotel booking. On the basis of homophily and similarity-attraction theory, we posit that review valence is positively related to consumers’ hotel booking intentions, and expect this relationship to be moderated by surface- (demographic) and deep-level (preference) similarities. The findings from two experiments conducted in Germany and Macau indicate that review valence significantly affects hotel booking intention, and that reader-reviewer demographic similarity moderates this effect. This three-way interaction reveals a substituting moderation effect between demographic similarity and preference similarity. One practical implication is that travel websites should find methods of exposing users to reviews written by those with either similar demographic characteristics or preferences, which facilitate travelers’ decision-making processes.

The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction

International Journal of Hospitality Management·Paid Content - 21 July 2017
Employee behaviour plays a significant role in satisfying restaurant customers, however, there is a paucity of research highlighted personal and functional aspects of employee behaviour and their influence on customer satisfaction. Accordingly, this study aims to bring a deeper insight of the impact of restaurant employee service behaviour on customer satisfaction. Using survey approach, the current study collected data from 212 tourists who had a dining experience in Jordan. The results of data analysis showed that both functional and personal aspects of service behaviour where able to explain customer satisfaction, with higher contribution of personal aspects over the functional ones. Depending on study’s findings, some implications were suggested including a recommendation to foodservice managers to adopt reinforcement programs that improve functional and personal aspects of their employees. A further recommendation was proposed to marketers, to give a higher attention to personal aspects of foodservices in their marketing activities.

Senior tourists' accommodation choices

International Journal of Hospitality Management·Paid Content - 10 July 2017
The current trend towards short-term travelling and reduced spending on accommodation has had a significant impact on the hotel sector. However, the hotel industry is becoming increasingly interested in the senior tourist segment, a population group that prefers hotel-type accommodation to other more inexpensive alternatives, even in periods of economic uncertainty. This paper aims to identify the variables that determine senior tourists’ accommodation choices in Spain. In so doing, it identifies the following variables: length of stay, self-perceived health, self-perceived economic status, self-perceived available time, security/safety at the destination, medical coverage, climate, events and festivals, places of historical/artistic interest, and attractions and natural landscapes. These results have important implications for both the hotel industry and the development of tourist destinations.

Bibliometrics of social media research: A co-citation and co-word analysis

International Journal of Hospitality Management·Paid Content - 10 July 2017
This study combined two bibliometric analysis methods to provide a systematic and holistic review of social media-related academic literature. A total of 406 publications related to social media between 2007 and 2016 were identified from 16 business and hospitality/tourism journals. Co-citation analysis identified Word-of-Mouth as the major theoretical foundation of social media research in business, while the hospitality/tourism field presented a diverse theoretical foundation. The study then employed co-word analysis to identify the evolution of research themes over time in both fields. The comparison of social media research between the two fields highlighted four similarities, including the growth of research over time, the term “social media” gaining popularity, the new trend of social networking sites, and managerial applications as research focus. Finally, the study called for a future research agenda on social media research in the hospitality/tourism field.

Creating competitive advantage: Linking perspectives of organization learning, innovation behavior and intellectual capital

International Journal of Hospitality Management·Paid Content - 9 July 2017
Drawing on learning theories and the intellectual capital (IC) theory, organizational learning research has discussed the benefits of searching for market opportunities and maintaining a competitive advantage in dynamic environments. To explain organizational performance and survival, the previous literature has focused mainly on what organizations do, but it has failed to address how and what they should do. This study argues that if hotel management is open-minded about exploratory and exploitative learning, it can open the door to capturing opportunity and competitive advantage through increased innovation behavior and human capital accumulation. Further, IC theory has also confirmed that social capital and relational capital will strengthen the relationship between innovation behavior and human capital. This study analyzes data from 595 hotel managers and finds strong support for the proposed hypotheses.


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