This study examines AI-induced occupational uncertainty in the tourism and hospitality industry. A qualitative multi-level critical synthesis that combines critical reflection with narrative synthesis was applied to examine the pervasive effects of AI-induced job insecurity across individual, organizational, familial, and societal dimensions. The objective is to problematize the efficiency narrative of AI and uncover hidden socio-technical costs. AI adoption creates a double-edged sword effect, where operational gains offset psychological stress, familial relational strain, and deepening societal inequality. This study contributes a novel four-level synthesis framework and advocates for agile policy interventions, including participatory co-design, targeted reskilling, and universal social protections. By shifting the discourse from technical implementation to human dignity, this research provides a holistic diagnostic tool for industry leaders and policymakers to align technological innovation with the core human-centric values of hospitality.
This paper explores how the anthropomorphic features of service robots influence employee service recovery engagement through the mechanism of responsibility diffusion in service failure contexts, with a particular focus on the moderating role of organizational AI readiness. Grounded in the Computers As Social Actors paradigm, we validated our hypotheses across five studies (N = 1532). This progression included a real-world pre-study, an organizational survey, and two controlled experiments featuring both embodied and virtual robotics. A final video-based experiment was conducted to systematically eliminate alternative accounts, including role ambiguity. The results show that service robot anthropomorphism increases the diffusion of responsibility among collaborating employees, which in turn reduces their subsequent service recovery engagement. However, a high degree of organizational AI readiness can buffer this negative effect. Our study advances the scholarship on human-robot collaboration, offering managers actionable guidance for integrating service robots to boost employee productivity. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)AI(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)"(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)"(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (N = 1532) (sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)AI(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
This study examines the managerial perspective on green business strategy and its impact on hotels' green functional benefits through the adoption of green technology, green supply chain management, and stakeholder engagement. Moreover, this study examines the eco-friendly images of hotel employees in relation to green functional benefits. A total of 465 data samples were gathered from hotel staff using questionnaires. The findings indicate that a green business strategy is considerably associated with the adoption of green technology, green supply chain management, and stakeholder engagement. Furthermore, the study found that an eco-friendly image is meaningfully associated with green functional benefits. This study addresses critical gaps in the hospitality literature and provides actionable insights for hotel industry practitioners and policymakers by integrating green business strategies, technology adoption, supply chain management, and stakeholder engagement. As a result, it triggers enhanced functional benefits, a positive eco-friendly image, and long-term sustainability in the hospitality sector. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(GAI)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)371(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic),(sic)(sic)(sic),(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic),(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)"(sic)(sic)"(sic)"(sic)(sic)(sic)(sic)(sic)(sic)"(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
Generative AI (GAI) chatbots are increasingly embedded in hospitality services, making it essential to understand the drivers of guest desire and continued use. Guided by the theory of consumption values, this study proposes and tests a conceptual model using data from 371 Chinese consumers analyzed via structural equation modeling. The results show that perceived intelligence, perceived empathy, pleasure, arousal, knowledge growth, and flexible utility positively influence guest desire. Furthermore, perceived intelligence, interpretability, perceived empathy, knowledge growth, and flexible utility positively influence continued intention. Perceived risk negatively moderates the relationship between desire and continued intention, highlighting the role of risk concerns in continued use. The findings offer valuable guidance for managers aiming to design GAI chatbots that deliver intelligent, empathetic, and flexible interactions to meet evolving guest expectations.
As the penetration of artificial intelligence (AI) in the hospitality industry deepens, its ethical and social responsibility issues have become critical factors affecting the customer experience. This research aims to explore how Artificial Intelligence Social Responsibility (AISR), an emerging concept, enhances customer well-being. By integrating Affordance Theory and Self-Determination Theory, the study constructs and tests a moderated chain mediation model. This model proposes that AISR positively influences customer well-being through the chain mediating effects of psychological empowerment and human-AI rapport. Furthermore, this study examines the moderating role of the customer's degree of "Self-AI Connection." The results from three online experiments support the proposed hypotheses. This study makes a dual contribution to academia and industry. Theoretically, it expands the focus of AISR research from ethical norms themselves to their positive impact on user well-being, clarifying that AISR can serve as a significant source of psychological affordances that enhance consumer well-being by satisfying users' deeper needs. Practically, the research conclusions provide clear and actionable guidance for hotel managers, revealing that practicing responsible AI strategies is an effective path to enhance customer well-being and thereby build deeper customer relationships. (sic)(sic)(sic)(sic)(sic)(sic) (AI) (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (AISR) (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)"(sic)(sic)(sic)(sic)(sic)"(sic)"(sic)(sic)(sic)(sic)(sic)(sic)", (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic), AISR(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)"(sic)(sic)-AI(sic)(sic)"(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)AISR(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)AISR(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)..
Although research has shown increasing interest in employee innovation amid technological change, the influence of AI disruption threat on green service innovative behavior remains underexplored, particularly regarding the underlying mechanisms and boundary conditions. Drawing on event system theory, this study develops a moderated mediation model in which green crafting serves as a mediator between AI disruption threat and green service innovative behavior, and AI rumination moderates this mediated relationship. Using three-wave time-lagged survey data from 416 employees in the Chinese hotel industry, we found that green crafting mediates the positive effect of AI disruption threat on green service innovative behavior. Moreover, AI rumination weakens this mediating effect. These findings provide new insights into when and how technological threats can drive green innovation, enriching the existing body of knowledge in innovation management and sustainability. (sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic):(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)416(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
Drawing on social identity theory, this study investigates how organizational green culture (OGC) fosters employees' green voice behavior. Data collected from 483 hotel employees in Taiwan were analyzed using covariance-based structural equation modeling to examine the proposed research model. The empirical results demonstrate that OGC is positively associated with two forms of employees' green voice behavior, including green promotive and green prohibitive voice behavior. Green organizational pride and felt obligation exhibit significant and partial mediating effects in the aforesaid links. Additionally, green perceived organizational support was found to strengthen the impact of OGC on green prohibitive voice. This research contributes to sustainable hospitality research by elucidating how OGC is translated into employee green voice behavior through a dual psychological mechanism and how organizational support shapes this process. The findings offer actionable insights for hotel managers seeking to encourage employees to voice their opinions on environmental issues within their organizations.
While price framing is known to affect customers' price perception, the impact of animated discount displays on their price perceptions and purchase intentions remains unclear. This study addresses this gap by examining how the animated (vs. static) discount display and its speeds affect hospitality consumers' purchase intentions, uncovering the underlying mechanisms and boundary conditions. We find that a sufficiently slow (vs. fast) discount display significantly enhances purchase intentions as well as choice behavior. The animated discount effect is mediated by perceived discount depth and curiosity, with the need for cognitive closure moderating these mediating paths. However, the positive effect of the animated discount display is weakened when scarcity messages are present. Practical insights on leveraging the animated discount display to boost consumption are offered. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic) ((sic)(sic)(sic)(sic)(sic))(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)& ulcorner;(sic)(sic)(sic)(sic)(sic)(sic)& lrcorner;(sic)& ulcorner;(sic)(sic)(sic)& lrcorner;(sic)(sic)(sic)(sic)(sic)(sic), (sic)& ulcorner;(sic)(sic)(sic)(sic)(sic)(sic)& lrcorner;(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
Scholars in hospitality management have endorsed the positive effects of shared leadership (SL). However, this assumption has recently been challenged, raising questions about whether increases in SL are always linearly beneficial. Drawing on the Goldilocks effect, we propose that SL is most effective at moderate rather than at excessively low or high levels. To advance this debate, our study develops and validates a conceptual model considering a potential curvilinear relationship between SL and service innovation. It also explores the mediating role of collective strengths use and the moderating role of perceived faultline strength. Two distinct, multi-source, time-lagged studies were conducted. The results of Study 1 (62 hospitality teams; 310 employees) reveal an inverted U-shaped relationship between SL and service innovation. Study 2 (90 hospitality teams; 507 employees) replicates this pattern and additionally shows that collective strengths use mediates and perceived faultline strength moderates the curvilinear effects of SL on service innovation. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)1(62(sic)(sic)(sic)(sic)(sic), 310(sic)(sic)(sic))(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)U(sic)(sic)(sic).(sic)(sic)2(90(sic)(sic)(sic)(sic)(sic), 507(sic)(sic)(sic))(sic)(sic)(sic)(sic)(sic)(sic)(sic)1(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
As artificial intelligence and robotics transform hospitality service encounters, a key question arises: Can robots effectively replace human employees in building lasting guest relationships? Existing evidence on how service robots shape guest loyalty is limited and fragmented. Grounded in service-dominant logic, this study investigates how service-agent type (human vs. robot) affects revisit intention through perceived co-creation value. Three scenario-based experiments across hotel, restaurant, and cultural venue contexts show that human employees generally elicit stronger revisit intention than robots (Study 1), perceived co-creation value partially mediates this effect (Study 2), and purpose type (solo vs. group guests) moderates these relationships (Study 3). These findings are context-dependent and, not universal; robotic agents may deliver value in standardized or tech-optimized services. Solo guests value robots more, whereas groups benefit more from human employees. This study advances hospitality theory by clarifying when agent type shapes revisit intention and guides sustainable hybrid human - robot ecosystems.
This study investigates the effect of customer nationality congruence with an ethnic restaurant on the intention to visit, food authenticity, and word-of-mouth, in the context of an online platform. We conducted two experiments with a total of 795 individuals. Data was analyzed using independent t-tests and analyses of variance. The study confirmed that online restaurant evaluations (ratings and comments) directly influence customer intentions. Notably, the findings reveal an interaction effect between a customer's nationality congruence and online evaluations on customer behavior. This study expands our understanding of online customer behavior by investigating how a customer's nationality, acting as an online indicator, and the congruence between that nationality and the restaurant's cuisine influence other customers' behavior. From a managerial standpoint, the findings suggest that ethnic restaurant owners should strategically incentivize customers from specific nationalities to share feedback on the cuisine. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)795(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)t(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic) ((sic)(sic)(sic)(sic)(sic))(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) ((sic)(sic)(sic)(sic)(sic)(sic))(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)
The mechanisms through which hotel digital leadership shapes employee digital voice remain insufficiently understood. Drawing on social cognitive theory, this study examines how digital leadership stimulates employees' digital voice. Specifically, we propose that perceived relative advantage and psychological involvement sequentially mediate this relationship, while employee digital literacy serves as a boundary condition. Across two empirical studies with consistent findings, the results show that digital leadership positively predicts employee digital voice, with perceived relative advantage and psychological involvement acting as sequential mediators. Moreover, employee digital literacy strengthens the positive effect of digital leadership on digital voice. This study advances theoretical understanding of digital leadership within the hospitality context, clarifies the reinforcing role of employee digital literacy, and enriches the literature on digital leadership in hospitality management. Practically, the findings offer actionable insights for hotel organizations seeking to cultivate digital leadership that encourages employee digital voice behavior. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(1)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(2)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(3)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
Livestreaming commerce is expanding rapidly in hospitality, yet existing research has largely emphasized hedonic and social drivers and has paid limited attention to ethics-related cues that can be decisive in high-involvement, higher-risk decisions such as hotel booking. Addressing this gap, this study examines how ethics perceptions in hotel livestreaming shape booking intention through cognitive - affective mechanisms, drawing on the Stimulus - Organism - Response (S-O-R) framework and the Cognitive - Affective Personality System (CAPS). Ethics perceptions are operationalized via six cues - surveillance transparency, remuneration fairness, fulfillment reliability, streamer ethics, privacy protection, and non-deception. A three-wave survey of 312 Saudi consumers with recent hotel livestreaming experience was analyzed using PLS-SEM. Results indicate that non-deception and privacy protection strengthen both emotional arousal and self-efficacy, while fulfillment reliability and remuneration primarily enhance self-efficacy and surveillance influences arousal only. Streamer ethics shows limited effects, suggesting that credibility is anchored more in transaction- and platform-level assurances than in presenter-level impressions in this setting. Emotional arousal and self-efficacy jointly increase perceived pleasure, which subsequently predicts hotel booking intention. Contrary to common assumptions, social presence weakens the pleasure - intention relationship, implying that heightened interactivity may introduce distraction or evaluative pressure that dampens conversion-oriented motivation in hotel livestreaming. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (VDH)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)-(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic), VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic), VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
Amidst global workforce aging, the hospitality sector's integration of intelligent automation technologies is reshaping job structures and elevating job substitution risks. While such technological transformation drives innovation, older employees may be particularly vulnerable due to age-related shifts in work ability and heightened sensitivity to technostress. Using data from SHARE and an online survey, this study reveals a nonlinear negative relationship between intelligent automation job substitution and older hospitality employees' quality of life. We further identify the dual-sided impact of challenge technostress and hindrance technostress underlying this relationship. This study is among the few to reveal older hospitality employees' vulnerability to intelligent automation job substitution, highlighting the need for more tailored human resource practices to protect this aging workforce during technological transformation.
Chatbots have become an indispensable part of service interactions in the tourism and hospitality industry, yet they frequently trigger strong switching intentions among consumers. Based on cue consistency theory, we explored the effects of communication style and social perception on consumer switching intention, the underlying mechanism, and the boundary conditions. Through three experiments with multiple service scenario, such as restaurants, hotels, and travel services. We found that chatbots with a warm perception that adopt a social-oriented communication style and those with a competent perception that adopt a task-oriented communication style are more likely to reduce consumers' switching intentions. The study also identified the mediating role of human-robot trust and the moderating influence of service type. These insights provide tourism and hospitality managers with guidance on how to strategically deploy chatbots to reduce consumers' switching intentions.
This study investigates how green human resource management (HRM) fosters pro-environmental behavior (PEB) and green voice behavior (GVB) among U.S. hotel employees, using social cognitive theory to explore the roles of green inclusive leadership (GIL), green work engagement (GWE), and green organizational climate (GOC). Distinct from the largely Asian-centric hospitality research, this work pioneers an examination of green HRM in the U.S. context. Data from 432 hotel employees, collected via a two-phase online survey and analyzed with partial least squares structural equation modeling (PLS-SEM), reveal that green HRM enhances GIL and GWE, mediating PEB, while only GWE mediates GVB. A GOC strengthens PEB but not voice outcomes, highlighting distinct behavioral drivers. These findings refine the application of social cognitive theory in a Western hospitality context, underscoring cultural nuances and offering practical strategies for hotels to align employee actions with sustainability goals. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (HRM)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (PEB)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (GVB), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (GIL),(sic)(sic)(sic)(sic)(sic)(sic) (GWE)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (GOC)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (PLS-SEM)(sic)(sic)(sic)432(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)GIL(sic)GWE, (sic)(sic)(sic)PEB, (sic)(sic)(sic)GWE(sic)(sic)(sic)GVB. GOC(sic)(sic)(sic)PEB, (sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
This study investigates the mechanisms through which the interactivity of virtual digital human (VDH) influences customer's continuance usage intention. Grounded in mind perception theory and cognitive-affective personality system theory, it proposes a theoretical model in which VDH interactivity impacts customer's continuance usage intention through customers' cognitive and emotional processes, with algorithm transparency as a moderating variable. The research employs two scenario-based experiments and a survey to examine how VDH interactivity affects customer's continuance usage intention via cognitive and emotional pathways. The findings indicate that, within the cognitive process, VDH interactivity enhances customers' perceived robot-service fit through perceived agency, which subsequently affects their willingness to continue using services. Within the emotional process, VDH interactivity strengthens customer perceived emotional connection via perceived experience, ultimately shaping customer's continuance usage intention. Additionally, algorithm transparency moderates these effects. This study provides theoretical insights and practical guidance for the tourism and hospitality industries. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (VDH)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)-(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic), VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic), VDH(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).
With the rapid adoption of artificial intelligence (AI) in the hotel and tourism industry, AI agents are increasingly involved in online service recovery. This study examines how disclosing an AI agent's identity influences consumers' information distortion in online service recovery. Building on mind perception theory and psychological distance theory, we propose that AI agent identity disclosure reduces consumers' mind perception of service agents, which subsequently shapes cognitive trust and increases their tendency to distort information during service recovery interactions. Across two experimental studies using realistic hotel service recovery scenarios, we find consistent evidence for this serial mediation effect. Furthermore, the level of anthropomorphism moderates the relationship. This research advances the literature on AI transparency in hospitality and tourism by uncovering a previously overlooked psychological mechanism that drives consumer information distortion. The findings also provide practical guidance for hotel and tourism service providers to improve service recovery effectiveness.
