This study examines the asymmetric impact of service attributes on customer satisfaction (CS) and dissatisfaction (DS) in the luxury and upper upscale hotel segments, utilizing Impact Asymmetry Analysis and Impact Asymmetry Competitor Analysis. Grounded by the two-factor theory, this study integrates insights from online review ratings and textual sentiment to gauge customer evaluations. The findings reveal that attributes have discrete impacts on CS and DS when comparing high and low performance consistency brands. Hotels exhibiting low performance consistency are advised to prioritize managing attributes such as rooms, followed by value and cleanliness in rating-based evaluations. Additionally, location is identified as a key competitive disadvantage requiring urgent action in sentiment-based assessments. This study extends the understanding of the two-factor theory by examining the distinct impacts of attributes on CS and DS under varying performance consistency, providing actionable insights for hoteliers to strategically enhance attribute-level performance that strengthens customer experience and competitive standing.
Bibliometric analysis is a powerful means of evaluating research. This article employs a sequential mixed-methods approach to enrich the understanding of bibliometric analysis and presents a structured guide to maximize the technique’s benefits. A thematically synthesized narrative commentary on bibliometric review papers, based on input from 53 senior editorial members of leading hospitality and tourism journals, constitutes the study’s foundation. Cutting-edge literature comprising 195 bibliometric investigations is also considered. Our evidence-based guidance provides scholars with a roadmap for conducting state-of-the-art bibliometric analyses. These suggestions are intended to improve the method’s quality and accessibility, affirming its utility. Ultimately, this paper seeks to enhance bibliometric studies’ clarity, rigor, and efficacy by presenting forward-looking, real-world insights. Its step-by-step guide will facilitate decision-making and advance the field’s theoretical and managerial understanding.
Although corporate social responsibility (CSR) has been shown to exert positive effects on hospitality organizations and their stakeholders, the interactive effect of internal CSR (ICSR) and external CSR (ECSR) perceptions on employees’ subsequent service behaviors remains unclear. Drawing on social cognitive theory and cue consistency theory, this study aims to explore how the interaction between ICSR and ECSR perceptions influences employees’ service sabotage. Time-lagged data were collected from 366 hotel employees at two time points and analyzed using hierarchical regression. The results indicate that the ICSR × ECSR interaction has a significant effect on employee service sabotage. Specifically, ECSR perceptions suppress service sabotage only when ICSR perceptions are high. This relationship is mediated by perspective taking. Furthermore, corporate reputational identification strengthens the negative effect of perspective taking on service sabotage. This study offers valuable insights for CSR practices in the hospitality industry and points to promising directions for future research.
This study explains when eco-certification creates firm value in hospitality and why similar certification programmes generate different outcomes across institutional settings. Using a balanced panel of 50 listed hospitality firms from the United Kingdom, the United States, and Egypt (2015–2025; 550 firm-year observations), the study combines staggered difference-in-differences estimation with implementation-alignment analyses. Results show that eco-certification intensity increases both firm value and green innovation, while green innovation transmits most of the valuation effect. Additional analyses identify a certification-translation gap, whereby firms with extensive certification coverage but limited innovation receive significantly lower valuation benefits. Certification effects are nonlinear and delayed, becoming stronger only after certification reaches meaningful portfolio breadth. Regulatory stringency and environmental norms mainly stimulate implementation, whereas sustainable finance depth and governance quality facilitate and capitalise innovation. The study reconceptualises eco-certification as a translation-governance mechanism whose value depends on implementation alignment, scale, timing, and institutional support.
