Pub Date : 2026-04-01Epub Date: 2026-01-28DOI: 10.1016/j.ijhm.2026.104590
Hanjin Lee , Jeong-Yeol Park , Denver Severt , Hyoung Ju Song
This study examines how intrinsic cues, such as locally sourced ingredients, and extrinsic cues, including green certifications, influence customer perceptions and intentions to visit green restaurants by integrating cue utilization theory with an extended norm activation theory (NAT). Results from a scenario-based experiment show that both types of cues significantly affect awareness of consequences, ascription of responsibility, perceived burdensomeness, and social connectedness. However, combining the two cues does not significantly amplify these effects, underscoring the complex dynamics of cue interactions. The four perceptual variables significantly influence personal norms, which in turn strongly predict intentions to visit green restaurants. Among them, social connectedness emerges as the most influential factor in shaping personal norms. This study contributes to theoretical development by incorporating perceived burdensomeness and social connectedness into NAT and offers practical insights for crafting effective sustainability messages in the hospitality context.
{"title":"The role of information cues in shaping green restaurant intentions: An extended norm activation theory approach","authors":"Hanjin Lee , Jeong-Yeol Park , Denver Severt , Hyoung Ju Song","doi":"10.1016/j.ijhm.2026.104590","DOIUrl":"10.1016/j.ijhm.2026.104590","url":null,"abstract":"<div><div>This study examines how intrinsic cues, such as locally sourced ingredients, and extrinsic cues, including green certifications, influence customer perceptions and intentions to visit green restaurants by integrating cue utilization theory with an extended norm activation theory (NAT). Results from a scenario-based experiment show that both types of cues significantly affect awareness of consequences, ascription of responsibility, perceived burdensomeness, and social connectedness. However, combining the two cues does not significantly amplify these effects, underscoring the complex dynamics of cue interactions. The four perceptual variables significantly influence personal norms, which in turn strongly predict intentions to visit green restaurants. Among them, social connectedness emerges as the most influential factor in shaping personal norms. This study contributes to theoretical development by incorporating perceived burdensomeness and social connectedness into NAT and offers practical insights for crafting effective sustainability messages in the hospitality context.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104590"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072162","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2026-01-27DOI: 10.1016/j.ijhm.2026.104582
Alireza Zolfaghari, Hwansuk Chris Choi, Statia Elliot
The literature suggests that double deviation—an initial service failure followed by an unfair or ineffective recovery—is a key driver of online vengeance. Building on this, and using appraisal theory of emotions, this paper develops an appraisal-layer framework that, across three studies, tests three amplifiers—resource-congruent injustice, intrinsic service criticality, and negative social cues—to explain when online travel agencies' problems escalate into vindictive negative word-of-mouth (VNWOM). Study 1 offers an extension of the matching hypothesis to double-deviation contexts: congruent resource loss (distributive unfairness after outcome failures; interactional unfairness after process failures) increases VNWOM intentions, whereas procedural congruence does not. Study 2 proposes intrinsic service criticality as the baseline importance of a service type (e.g., cost at risk, interdependence with other trip elements, reversibility) that shapes appraisals before any failure occurs; Studies 2A–2B show flights/accommodations were perceived as more critical than car rentals on this dimension, and higher criticality predicts stronger VNWOM under identical double-deviation scripts, independent of perceived severity. Study 3 identifies negative social cues (exposure to others’ negative reviews) as an amplifying factor of consumer online vengeance and shows that this effect on VNWOM intentions is only modestly and partially mediated by anger. Theoretically, the study introduces appraisal-layer amplifiers that sway how double deviations are interpreted in OTA contexts. Practically, it offers guardrails to avoid same-domain “double hits,” prioritize high-criticality bookings, and respond transparently to negative reviews to curb VNWOM.
{"title":"Escalation of consumer outrage: Unraveling the amplifying conditions driving online vengeance in online travel agencies","authors":"Alireza Zolfaghari, Hwansuk Chris Choi, Statia Elliot","doi":"10.1016/j.ijhm.2026.104582","DOIUrl":"10.1016/j.ijhm.2026.104582","url":null,"abstract":"<div><div>The literature suggests that double deviation—an initial service failure followed by an unfair or ineffective recovery—is a key driver of online vengeance. Building on this, and using appraisal theory of emotions, this paper develops an appraisal-layer framework that, across three studies, tests three amplifiers—resource-congruent injustice, intrinsic service criticality, and negative social cues—to explain when online travel agencies' problems escalate into vindictive negative word-of-mouth (VNWOM). Study 1 offers an extension of the matching hypothesis to double-deviation contexts: congruent resource loss (distributive unfairness after outcome failures; interactional unfairness after process failures) increases VNWOM intentions, whereas procedural congruence does not. Study 2 proposes intrinsic service criticality as the baseline importance of a service type (e.g., cost at risk, interdependence with other trip elements, reversibility) that shapes appraisals before any failure occurs; Studies 2A–2B show flights/accommodations were perceived as more critical than car rentals on this dimension, and higher criticality predicts stronger VNWOM under identical double-deviation scripts, independent of perceived severity. Study 3 identifies negative social cues (exposure to others’ negative reviews) as an amplifying factor of consumer online vengeance and shows that this effect on VNWOM intentions is only modestly and partially mediated by anger. Theoretically, the study introduces appraisal-layer amplifiers that sway how double deviations are interpreted in OTA contexts. Practically, it offers guardrails to avoid same-domain “double hits,” prioritize high-criticality bookings, and respond transparently to negative reviews to curb VNWOM.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104582"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146072930","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2026-01-23DOI: 10.1016/j.ijhm.2026.104585
Hyejo Hailey Shin , Hyunsu Kim
As the hospitality and tourism (H&T) industry has become more reliant on digital data, the importance of responsible use of digital data (corporate digital responsibility; CDR) has become more critical than ever. However, despite the importance of CDR, H&T brands are accidentally or intentionally involved in irresponsible use of digital data (corporate digital irresponsibility; CDiR). Extending the psychological contract violation concept to consumer-brand relationship, this research, through four experimental studies, examined how the nature of CDiR incidents (accidental vs. transgressional) differently influence consumers’ responses, via brand betrayal. Furthermore, the moderating effects of consumers’ prior expectations/perceptions of brands (i.e., prior CDR advertisement) and consumer characteristics (i.e., data privacy vulnerability) were investigated as the boundary conditions. The findings from Studies 1 and 2 suggest that consumers are more likely to forgive a brand and exhibit more favorable behavioral intentions following accidental (vs. transgressional) CDiR incidents. Study 3 revealed that prior advertising of CDR practices amplifies the negative impact of transgressional CDiR. Additionally, Study 4 found that consumers who are more vulnerable to data privacy concerns experience a stronger negative impact from transgressional CDiR.
{"title":"“Not on purpose? Okay, you are forgiven.”: Consumers’ Different reactions to corporate digital irresponsibility (CDiR)","authors":"Hyejo Hailey Shin , Hyunsu Kim","doi":"10.1016/j.ijhm.2026.104585","DOIUrl":"10.1016/j.ijhm.2026.104585","url":null,"abstract":"<div><div>As the hospitality and tourism (H&T) industry has become more reliant on digital data, the importance of responsible use of digital data (corporate digital responsibility; CDR) has become more critical than ever. However, despite the importance of CDR, H&T brands are accidentally or intentionally involved in irresponsible use of digital data (corporate digital irresponsibility; CDiR). Extending the psychological contract violation concept to consumer-brand relationship, this research, through four experimental studies, examined how the nature of CDiR incidents (accidental vs. transgressional) differently influence consumers’ responses, via brand betrayal. Furthermore, the moderating effects of consumers’ prior expectations/perceptions of brands (i.e., prior CDR advertisement) and consumer characteristics (i.e., data privacy vulnerability) were investigated as the boundary conditions. The findings from Studies 1 and 2 suggest that consumers are more likely to forgive a brand and exhibit more favorable behavioral intentions following accidental (vs. transgressional) CDiR incidents. Study 3 revealed that prior advertising of CDR practices amplifies the negative impact of transgressional CDiR. Additionally, Study 4 found that consumers who are more vulnerable to data privacy concerns experience a stronger negative impact from transgressional CDiR.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104585"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146032748","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2026-01-23DOI: 10.1016/j.ijhm.2026.104587
Osman M. Karatepe , Muhammad Waheed Akhtar , Qingyu Zhang , Muhammad Usman
Using job demands resources theory, our paper develops and tests a novel research model that explores the detrimental effect of organizational citizenship behavior directed towards customers (OCB-C) on knowledge sabotage and procrastination. We utilize compassion fatigue as a mediator and moral identity as a moderator in the abovementioned association. Data came from hotel and restaurant employees. The results suggest that compassion fatigue mediates the effect of OCB-C on knowledge sabotage and procrastination. The results suggest that moral identity is a moderator of the effect of compassion fatigue on said employee outcomes. Our results denote the importance of moral identity as a moderator and provide practical insights into the enhancement of employee well-being and organizational performance.
{"title":"From service to strain:The dual-edged sword of organizational citizenship behavior directed towards customers and its impact on employee outcomes","authors":"Osman M. Karatepe , Muhammad Waheed Akhtar , Qingyu Zhang , Muhammad Usman","doi":"10.1016/j.ijhm.2026.104587","DOIUrl":"10.1016/j.ijhm.2026.104587","url":null,"abstract":"<div><div>Using job demands resources theory, our paper develops and tests a <em>novel</em> research model that explores the detrimental effect of organizational citizenship behavior directed towards customers (OCB-C) on knowledge sabotage and procrastination. We utilize compassion fatigue as a mediator and moral identity as a moderator in the abovementioned association. Data came from hotel and restaurant employees. The results suggest that compassion fatigue mediates the effect of OCB-C on knowledge sabotage and procrastination. The results suggest that moral identity is a moderator of the effect of compassion fatigue on said employee outcomes. Our results denote the importance of moral identity as a moderator and provide practical insights into the enhancement of employee well-being and organizational performance.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104587"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146032749","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2025-12-17DOI: 10.1016/j.ijhm.2025.104536
Kimberly J. Harris , Kevin S. Murphy , Zhenxian Piao , Shiva Jahani
This time-based study investigates food safety concerns for restaurants in Florida, which was under heightened safety advisories by the FDA and state food safety inspection services during the time periods of pre-, during- and post COVID-19. Three out of five top foodborne illness risks were identified as priority violations during the pandemic to include unclean equipment, improper holding, and personal hygiene. A sample of 16,283 restaurant inspections conducted from 2018 to 2023 was used to investigate the impact of the pandemic on violation type and inspection activity during the time periods studied. Data was obtained from the Florida’s Division of Hotels and Restaurants (DHR), managed by the Department of Business and Professional Regulations (DBPR) and included risk level, frequency of violations, and violation type. Results of binary logistic regression showed that improper food holding in post-COVID-19 increased the likelihood of increasing risk levels by 44.6 %; however, unclean equipment did not have a significant impact on risk levels during post-COVID-19. Personal hygiene showed a reduction in risk level during post-COVID by 9.4 %; although, citations for this violation increased in the intermediate and high priority risk level categories. Overall, regulation compliance varied by violation type. The long-term consequences emphasize the need for enforcement of temperature control protocol and increased expectations for improvement of personal hygiene behavior among employees. The research contributes to the limited literature investigating the pre-, during, and post-pandemic food safety inspection outcomes and calls for enforcement of enhanced food safety expectations by restaurant managers in the post-pandemic new normal.
{"title":"Restaurant food safety violations prior, during, and after the COVID-19 pandemic: The viral impact on florida and predictions for the future","authors":"Kimberly J. Harris , Kevin S. Murphy , Zhenxian Piao , Shiva Jahani","doi":"10.1016/j.ijhm.2025.104536","DOIUrl":"10.1016/j.ijhm.2025.104536","url":null,"abstract":"<div><div>This time-based study investigates food safety concerns for restaurants in Florida, which was under heightened safety advisories by the FDA and state food safety inspection services during the time periods of pre-, during- and post COVID-19. Three out of five top foodborne illness risks were identified as priority violations during the pandemic to include unclean equipment, improper holding, and personal hygiene. A sample of 16,283 restaurant inspections conducted from 2018 to 2023 was used to investigate the impact of the pandemic on violation type and inspection activity during the time periods studied. Data was obtained from the Florida’s Division of Hotels and Restaurants (DHR), managed by the Department of Business and Professional Regulations (DBPR) and included risk level, frequency of violations, and violation type. Results of binary logistic regression showed that improper food holding in post-COVID-19 increased the likelihood of increasing risk levels by 44.6 %; however, unclean equipment did not have a significant impact on risk levels during post-COVID-19. Personal hygiene showed a reduction in risk level during post-COVID by 9.4 %; although, citations for this violation increased in the intermediate and high priority risk level categories. Overall, regulation compliance varied by violation type. The long-term consequences emphasize the need for enforcement of temperature control protocol and increased expectations for improvement of personal hygiene behavior among employees. The research contributes to the limited literature investigating the pre-, during, and post-pandemic food safety inspection outcomes and calls for enforcement of enhanced food safety expectations by restaurant managers in the post-pandemic <em>new normal</em>.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104536"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145786067","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2026-01-13DOI: 10.1016/j.ijhm.2025.104551
Christian Hernández-Guedes , Jorge V. Pérez-Rodríguez , José M. Pérez-Sánchez
This paper estimates the efficiency of hotels considering their direct carbon emissions as undesirable outputs. Furthermore, we estimate the shadow prices associated with these pollutants, which represent the additional investments necessary to reduce them. We apply a Bayesian random parameters approach, which enables us to account for the technological heterogeneity existent in the sector. This method allows us to estimate not only hotel efficiency but also the aforementioned shadow prices. Our empirical sample comprises 156 Spanish hotels for the year 2021. Results show that the selected model correctly handles the presence of technological heterogeneity and the incorporation of carbon emissions. Although the efficiency of Spanish hotels is high, the shadow prices of the direct carbon emissions are other than zero. Therefore, Spanish hoteliers should invest to decrease their emissions. Some practical implications are given based on these results.
{"title":"Into the unknown: Shadow prices associated with direct carbon emissions in the Spanish hotel sector","authors":"Christian Hernández-Guedes , Jorge V. Pérez-Rodríguez , José M. Pérez-Sánchez","doi":"10.1016/j.ijhm.2025.104551","DOIUrl":"10.1016/j.ijhm.2025.104551","url":null,"abstract":"<div><div>This paper estimates the efficiency of hotels considering their direct carbon emissions as undesirable outputs. Furthermore, we estimate the shadow prices associated with these pollutants, which represent the additional investments necessary to reduce them. We apply a Bayesian random parameters approach, which enables us to account for the technological heterogeneity existent in the sector. This method allows us to estimate not only hotel efficiency but also the aforementioned shadow prices. Our empirical sample comprises 156 Spanish hotels for the year 2021. Results show that the selected model correctly handles the presence of technological heterogeneity and the incorporation of carbon emissions. Although the efficiency of Spanish hotels is high, the shadow prices of the direct carbon emissions are other than zero. Therefore, Spanish hoteliers should invest to decrease their emissions. Some practical implications are given based on these results.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104551"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145962435","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2025-12-10DOI: 10.1016/j.ijhm.2025.104530
Yeonjung (Alice) Kang , Melissa A. Baker , Tiffany S. Legendre
Customer incivility occurs daily, and employees are prone to uncivil customers now more than ever. Almost all research examines customer incivility reactively (post-incident). Our research addresses an important gap in examining proactive (pre-incident) firm strategies that highlight uncivil behavior is not tolerated and firms “have employees’ backs”. Employing a mixed-method approach, Study 1 uses a critical incident technique to identify service employees’ desired support from organizations and managers. Study 2 adopts an experimental design to investigate the effects of value messages and managerial actions on service employees. Findings reveal that employee-valued messages and managerial constructive resistance significantly enhance employees’ affective organizational commitment, extra-role customer service, and brand attitude. This research contributes to understanding the role of employee-valued messages and managerial constructive resistance, providing critical insights for customer incivility research and service firms to develop proactive communication strategies that support employee welfare and improve organizational outcomes.
{"title":"An ounce of prevention is worth a pound of cure: The effects of customer incivility and employee support messages","authors":"Yeonjung (Alice) Kang , Melissa A. Baker , Tiffany S. Legendre","doi":"10.1016/j.ijhm.2025.104530","DOIUrl":"10.1016/j.ijhm.2025.104530","url":null,"abstract":"<div><div>Customer incivility occurs daily, and employees are prone to uncivil customers now more than ever. Almost all research examines customer incivility reactively (post-incident). Our research addresses an important gap in examining proactive (pre-incident) firm strategies that highlight uncivil behavior is not tolerated and firms “have employees’ backs”. Employing a mixed-method approach, Study 1 uses a critical incident technique to identify service employees’ desired support from organizations and managers. Study 2 adopts an experimental design to investigate the effects of value messages and managerial actions on service employees. Findings reveal that employee-valued messages and managerial constructive resistance significantly enhance employees’ affective organizational commitment, extra-role customer service, and brand attitude. This research contributes to understanding the role of employee-valued messages and managerial constructive resistance, providing critical insights for customer incivility research and service firms to develop proactive communication strategies that support employee welfare and improve organizational outcomes.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104530"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145732695","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2026-02-09DOI: 10.1016/j.ijhm.2026.104562
Xiao Liu, Ming-Yang Li
The sustainable development of green hotels hinges critically on consumers’ willingness to choose them. However, previous studies have frequently focused on the influence of environmentalism on consumers’ willingness to choose green hotels, overlooking the significance of general functional requirements. This study employs the Wuli, Shili, Renli (WSR) system methodology to construct a framework of influencing factors that shape consumers’ willingness to choose green hotels. Subsequently, based on survey data from 355 guests, structural equation modeling is used to empirically analyze the direction, magnitude, and interrelationships among these factors. An interesting conclusion is that the impact of health and functional requirements on consumers’ willingness to choose surpasses that of seeking green behavior. Furthermore, seeking green behavior has a greater impact on consumers’ emotional well-being than their willingness to pay a premium. Based on this, this study offers both theoretical contributions and practical implications for the sustainable development of green hotels.
{"title":"What are the real motivations for consumers to choose green hotels, green or functional? An empirical study based on WSR theory","authors":"Xiao Liu, Ming-Yang Li","doi":"10.1016/j.ijhm.2026.104562","DOIUrl":"10.1016/j.ijhm.2026.104562","url":null,"abstract":"<div><div>The sustainable development of green hotels hinges critically on consumers’ willingness to choose them. However, previous studies have frequently focused on the influence of environmentalism on consumers’ willingness to choose green hotels, overlooking the significance of general functional requirements. This study employs the Wuli, Shili, Renli (WSR) system methodology to construct a framework of influencing factors that shape consumers’ willingness to choose green hotels. Subsequently, based on survey data from 355 guests, structural equation modeling is used to empirically analyze the direction, magnitude, and interrelationships among these factors. An interesting conclusion is that the impact of health and functional requirements on consumers’ willingness to choose surpasses that of seeking green behavior. Furthermore, seeking green behavior has a greater impact on consumers’ emotional well-being than their willingness to pay a premium. Based on this, this study offers both theoretical contributions and practical implications for the sustainable development of green hotels.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104562"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146146637","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The increasing availability of information and communication technology (ICT) has intensified employees’ connection to work, often extending beyond regular working hours and raising the demand for ICT. However, this heightened ICT availability can negatively affect employee performance in both family and work domains. A weekly experience sampling study involving 965 observations from 98 hotel employees over 10 consecutive work weeks was conducted. Multilevel structural equation modelling results indicate that, at the weekly level: (1) psychological detachment at home mediates the relationship between ICT availability demands and family role performance; (2) psychological detachment at home and emotional exhaustion at work serially mediate the link between ICT availability demands and service sabotage behavior; (3) strengths use moderates these indirect relationships, with the effects only being significant for employees utilizing their strengths less. These findings suggest that ICT availability demands can impair family role performance and increase service sabotage behavior over time. Nonetheless, employees’ use of their strengths can help mitigate these negative effects. Organizations and managers should limit unnecessary ICT use to foster employees’ psychological detachment at home and implement interventions that enable employees to leverage their strengths, thereby reducing the adverse impact of ICT availability demands.
{"title":"The influence of ICT availability demands on employees’ family and service performance: A weekly experience sampling method study","authors":"Zhenduo Zhang , Linlin Zhang , Jianing Guo , Youqing Fan , Huan Xiao","doi":"10.1016/j.ijhm.2026.104584","DOIUrl":"10.1016/j.ijhm.2026.104584","url":null,"abstract":"<div><div>The increasing availability of information and communication technology (ICT) has intensified employees’ connection to work, often extending beyond regular working hours and raising the demand for ICT. However, this heightened ICT availability can negatively affect employee performance in both family and work domains. A weekly experience sampling study involving 965 observations from 98 hotel employees over 10 consecutive work weeks was conducted. Multilevel structural equation modelling results indicate that, at the weekly level: (1) psychological detachment at home mediates the relationship between ICT availability demands and family role performance; (2) psychological detachment at home and emotional exhaustion at work serially mediate the link between ICT availability demands and service sabotage behavior; (3) strengths use moderates these indirect relationships, with the effects only being significant for employees utilizing their strengths less. These findings suggest that ICT availability demands can impair family role performance and increase service sabotage behavior over time. Nonetheless, employees’ use of their strengths can help mitigate these negative effects. Organizations and managers should limit unnecessary ICT use to foster employees’ psychological detachment at home and implement interventions that enable employees to leverage their strengths, thereby reducing the adverse impact of ICT availability demands.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104584"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146032761","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2026-04-01Epub Date: 2026-01-24DOI: 10.1016/j.ijhm.2026.104559
Xiyu Guo, Xiaoang Wan
As restaurants increasingly adopt robotic employees, whether their impact on perceived value depends on the service role remains unclear. Through two studies, we examined how robotic (vs. human) service providers affected restaurant evaluations. Participants viewed promotional videos featuring robotic or human waiters in different social contexts: Study 1 included a human chef, whereas Study 2 featured a robotic chef. An integrated analysis of both studies revealed that robotic waiters increased consumers’ willingness to pay price premiums, perceived innovativeness, and dining intentions compared to human waiters. In contrast, robotic chefs reduced dining intentions than human chefs. These role-dependent effects were consistent across social dining contexts. These findings highlight a distinction between frontstage and backstage automation: frontline robots enhance value through novelty, whereas backstage robots in authenticity-sensitive roles trigger consumer skepticism. Collectively, automation’s value is role-specific. We recommend deploying robots in customer-facing roles while preserving human expertise in core culinary production.
{"title":"Frontstage vs. backstage automation in hospitality: Consumer responses to role-differentiated robotic service","authors":"Xiyu Guo, Xiaoang Wan","doi":"10.1016/j.ijhm.2026.104559","DOIUrl":"10.1016/j.ijhm.2026.104559","url":null,"abstract":"<div><div>As restaurants increasingly adopt robotic employees, whether their impact on perceived value depends on the service role remains unclear. Through two studies, we examined how robotic (vs. human) service providers affected restaurant evaluations. Participants viewed promotional videos featuring robotic or human waiters in different social contexts: Study 1 included a human chef, whereas Study 2 featured a robotic chef. An integrated analysis of both studies revealed that robotic waiters increased consumers’ willingness to pay price premiums, perceived innovativeness, and dining intentions compared to human waiters. In contrast, robotic chefs reduced dining intentions than human chefs. These role-dependent effects were consistent across social dining contexts. These findings highlight a distinction between frontstage and backstage automation: frontline robots enhance value through novelty, whereas backstage robots in authenticity-sensitive roles trigger consumer skepticism. Collectively, automation’s value is role-specific. We recommend deploying robots in customer-facing roles while preserving human expertise in core culinary production.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"134 ","pages":"Article 104559"},"PeriodicalIF":8.3,"publicationDate":"2026-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"146037694","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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