This study examined how and why hospitality employees’ occupational self-efficacy and family support influence their career commitment over time. Longitudinal data was collected from 310 hospitality employees at three different points of time, with a three-month lag between them, exploring the differences in the employees’ career commitment growth trajectories between early and mid-to-late career. Results from growth modeling revealed that career commitment declines over time for early-career employees but increases for their mid-to-late career counterparts. The findings also indicated that organizational commitment mediates the relationships of career commitment with occupational self-efficacy and family support at both between- and within-person levels. Furthermore, time-varying effect analysis captured significant changes in the magnitude of antecedents over time across the different career stages. Implications drawn from the findings are discussed for both hospitality researchers and practitioners.

What drives consumers to adopt mobile technologies has been a significant research topic in hospitality and tourism literature. The Technology Acceptance Model (TAM) has been widely adopted to examine this topic. Meta-analytic structural equation modeling (MASEM) was conducted to assess the efficacy of the TAM in estimating consumers' intention to adopt these technologies in hospitality and tourism contexts. The moderating effects of cultural differences (Eastern vs. Western) and research contexts (hospitality vs. tourism) were also examined. Based on 33 individual samples (N = 13,635), the results indicated that: "perceived usefulness" (PU) has the strongest impact, "perceived ease of use" (PEOU) has stronger effects on PU and attitude in the context of Eastern culture compared to Western culture, and the relationship between "attitude" and "intention" was stronger in the context of hospitality than in the context of tourism. Implications for hospitality and tourism researchers and practitioners are discussed based on these findings.

This study investigates if the effect of nightclub experience attributes on generation Z (born 1995 to early 2000s) customers' satisfaction and loyalty is moderated by gender difference. An online survey was completed by 214 nightclub customers in Auckland, New Zealand. The results revealed that the participants' nightclub experience had a significant positive impact on the outcomes of customer satisfaction and loyalty, and that male customers perceived a stronger effect of their social interaction experience on satisfaction and customer loyalty than did female customers. The practical implications of the results for nightclub owners are provided along with further research directions.

This research investigates how and why employees’ perception of career calling leads to their voice behaviors based on a conceptual model that incorporates learning goal orientation and affect spin. Lagged diary data collected from 223 dyads of hotel employees and their managers over four times, were analyzed to test the moderated mediation hypotheses. The results showed that career calling had a positive impact on both challenging and supportive voice behaviors through learning goal orientation, and affect spin moderated the indirect effects of career calling on supportive voice behavior and challenging voice behavior. For employees with low affect spin, the indirect effects of career calling on voice behaviors through learning goal orientation were significant, while the indirect effect was not significant for those with high affect spin. The implications of the findings are discussed for hospitality researchers and practitioners.

The literature has explored what motivates tourists to visit a place, but there has not been much work done to compile and synthesize the results of empirical investigations. This study meta-analytically reviews extant research in tourists' destination visits and the theory of planned behavior (TPB) exploring the moderating roles of destination scale (large versus small) and cultural difference (Eastern versus Western). Using 99 individual samples (N = 46,307) with a series of meta-analytic structural equation modeling (MASEM), this study demonstrated that the predictive power of TPB for tourists' destination visits varies given the differences in destination scale and culture. There is a discussion of the findings' significance for researchers and practitioners in the tourism field.

PurposeThis research aims to use meta-analytical structural equation modeling to look into how hospitality employees use technology at work. It further investigates if the relationship between the constructs of the technology acceptance model (TAM) is moderated by job level (supervisory versus non-supervisory) and different cultures (eastern versus western). Design/methodology/approachIn total, 140 relationships from 30 empirical studies (N = 6,728) were used in this study's data analysis in accordance with the preferred reporting items for systematic reviews and meta-analysis. FindingsThe findings demonstrated that perceived usefulness had a greater influence on "user attitudes" and "acceptance intention" than perceived ease of use. This study also identified that the effect sizes of relationships among TAM constructs appeared to be greater for supervisory employees or in eastern cultures than for those in non-supervisory roles or western cultures. Practical implicationsThe findings provide valuable information for practitioners to increase the adoption of employee technology. Practitioners need to focus on the identification of hospitality employee attitudes, social norms and perceived ease of use. Moreover, hospitality practitioners should be cautious when promoting the adoption of new technologies to employees, as those at different levels may respond differently. Originality/valueThis is the very first empirical investigation to meta-analyze the predictive power of the TAM in the context of hospitality staff technology adoption at the workplace. The findings also demonstrated differences in the predictive power of TAM constructs according to job level and cultural differences.

Although a number of empirical studies on work engagement have been conducted in the context of hospitality and tourism, few efforts have been made to consolidate previous findings in this area. Hence, this article explores the current stage of work engagement studies and meta-analyses the relations of work engagement with its antecedents and outcomes in the hospitality and tourism context. Through a systematic review, 134 empirical studies (N = 43,043) published from 2008 to September 2020 were identified. Given that the findings include the trends within work engagement studies and the effect sizes and variabilities of associated relationships, this study contributes to the hospitality and tourism literature by providing a useful reference for future researchers. The findings are discussed in light of their theoretical and practical implications.

This research, using in-depth qualitative interviews, aimed to disentangle the meanings of service interactions perceived by both employees with disabilities (EWDs), and their customers, based on their own experiences. The interviews were conducted with a total of twenty participants including ten EWDs and ten customers from foodservice organizations (e.g., restaurants and cafés) in Vietnam. The findings of the thematic analysis revealed that EWDs perceived service interactions with customers as opportunities to provide services characterized by 'total attentiveness', 'impressing customers', and 'social connection', while their customers perceived the interactions as both opportunities for 'genuine hospitality', and 'contributions to social change'. The implications of the findings are important for hospitality researchers and practitioners alike.

This study examined how hotel employees' interpersonal spin affects their daily turnover intention and proposed daily fatigue as a mediator. It also investigated service orientation as a moderator of the impact of interpersonal spin on employees’ daily fatigue. We tested our research hypotheses using the short-term longitudinal data of 177 hospitality employees from 107 hotels, who completed a survey twice daily for 14 consecutive days. The findings showed that daily cognitive fatigue and daily emotional fatigue mediated the impact of interpersonal spin on daily turnover intention; moreover, service orientation moderated the link between interpersonal spin and daily cognitive fatigue and daily emotional fatigue. Finally, the implications of the findings and suggestions for hospitality researchers and practitioners are discussed.

While many empirical studies have examined the various factors that influence employee innovative behavior (EIB), there have been few efforts to synthesize previous research to understand how EIB is linked to its antecedents. Based on 125 empirical studies (N = 44,427) in the context of hospitality and tourism, this study used meta-regression to investigate the 30 major antecedents of EIB, as well as the moderating roles played by 'national culture' (individualism vs. collectivism), 'age' and 'gender', on the links between the antecedents and EIB. The results showed that 'perceived meaningfulness at work' and 'work engagement' were found to have stronger relations with EIB than others, and that 'national culture', 'age', and 'gender', moderated the relations between EIB and several of the antecedents. The theoretical and practical implications of the findings are discussed for researchers and practitioners alike.

Drawing on the affective events theory, this study examined the detrimental effects of supervisors’ emotional expression variability on hospitality employees’ emotional experience variability and service performance, and whether employees’ emotion management buffers such negative impacts. The research hypotheses were examined using longitudinal data collected from 145 hotel employees of multiple hotel companies who completed surveys in four phases: Time 1 (i.e., daily surveys for seven workdays to assess supervisors’ emotional expression variability), Time 2 (i.e., daily surveys for 7 workdays to assess employees’ emotional experience variability), Time 3, and Time 4 (i.e., a survey rated by supervisors). The results show that supervisors’ emotional expression variability has an indirect effect on employees’ service performance through employees’ emotional experience variability, and employee emotion management mitigates the related detrimental effects. Theoretical and managerial implications are discussed for hospitality researchers and practitioners.

Customer-Focused Voice (CFV) – an employees' discretionary expression of constructive ideas that challenge the status quo with the aim to benefit the customer - has been shown to improve service effectiveness. While the importance of supervisors in promoting employee voice is widely acknowledged in the literature, the relative impact of coworkers on voice behaviors is still unclear. To address this knowledge gap, we propose that supervisor support, coworker relationship quality, and intrapersonal employee factors combine to influence the extent to which frontline employees engage in CFV and the role that CFV plays on performance outcomes. The results reveal that supervisors and coworkers influence CFV through their effect on psychological safety, and these indirect effects are significant at higher levels of perspective taking self-efficacy. Perspective taking self-efficacy acts, as well, as a critical moderator to determine the extent to which psychological safety impacts in-role and customer-oriented performance.

This study aims to examine an integrated research model of employee empowerment from the perspectives of managers (the empowering) and employees (the empowered) with a newly proposed construct, empowerment disparity that captures a difference in employees' perception of empowerment within a team. A multilevel analysis was conducted using Hierarchical Linear Modeling (HLM) to test the hypotheses using a matched sample of 286 restaurant employees along with 51 managers and 2129 customers from five tourist cities in Thailand. The findings show that psychological empowerment and the psychological contract have a positive effect on customers' assessment of interaction quality, and empowerment disparity moderates the links between a manager's empowering behavior and psychological empowerment, and psychological empowerment and the psychological contract. The theoretical and managerial implications suggested by the findings are provided for researchers and practitioners.

This study examines the factors that determined the use of the mobile payment applications (apps) WeChat Pay and Alipay by Chinese travelers in a New Zealand hotel. It further investigates whether social influence has an impact on their use. The second Unified Theory of Acceptance and Use of Technology model was used to develop and test research hypotheses using an online survey. The findings showed that performance expectancy, facilitating condition, perceived security and cost efficiency, significantly affected travelers' intention, and that social influence intensified the impact of performance expectancy, while attenuating cost efficiency. Implications are discussed for researchers and practitioners.

This study examines the unique effects of hospitality employees' perceptions of two types of motivation factors (intrinsic and extrinsic-hygiene) on their turnover intention and service-oriented organizational citizenship behavior (SOCB). Further, the study investigates the moderating role of power distance on the impacts of these two types of employee motivation factors. A series of hierarchical multiple regression analyses were performed to test the research hypotheses using the responses to a structured survey of 203 hospitality employees in New Zealand. The findings demonstrate that hospitality employees' perception of extrinsic-hygiene motivation factors has a stronger influence on their turnover intention while their perception of intrinsic motivation factors has a more salient impact on the exhibition of SOCB. The moderating role of power distance was found in the effect of hygiene factors on turnover intention (stronger in low power distance), that of intrinsic factors on turnover intention (stronger in low power distance), and that of intrinsic factors on SOCB (stronger in high power distance). The implications of the findings for researchers and practitioners and recommendations for future research are elucidated.

This study aims to investigate the effects of local food attributes on tourists’ dining satisfaction and future intention in Hong Kong. In addition, the moderating effect of food culture difference on the relationship between local food attributes and tourists’ dining satisfaction was examined. Surveys from 1,274 tourists who had tasted local food in Hong Kong were used for data analyses. The moderating effect of food culture on the relationship between food novelty and satisfaction was larger for tourists whose home food culture was similar to the Hong Kong’s food culture. By contrast, the moderating effect of food culture on the relationship between food quality and satisfaction was larger for tourists from a food culture that was different from the Hong Kong’s food culture. Hong Kong destination marketers could include distinctive and unusual features of local food in their promotional material with the knowledge that food culture difference affects tourists’ dining satisfaction. The integration of local food into food culture difference using multilevel analysis offers constructive theoretical and practical implications.

Several empirical studies have examined factors that influence consumer pro-environmental behavior intentions in tourism and hospitality contexts, given the importance placed on environmental protection by our society. However, little effort has been made to provide a holistic picture of consumer pro-environmental behavioral intention associated with its antecedents in a tourism and hospitality context. The present study meta-analyzed the relationships between pro-environmental behavior intention and 21 major antecedents, based on 194 empirical studies in the tourism and hospitality context. It further investigated whether national cultures (individualism and collectivism) and research contexts (tourism vs. hospitality) moderate these relationships. The results showed (1) that factors of personal norm and anticipated positive emotion have a potent influence on consumers' pro-environmental behavioral intention, and (2) some relationships between pro-environmental behavioral intention and its antecedents varied between collectivist/individualist national culture and research contexts. The implications of the findings are discussed for researchers and professionals in tourism and hospitality.

Employees' emotional intelligence (EI) has been studied for over a decade in the hospitality field. While the existing literature has advanced our knowledge of this construct, mixed and inconsistent findings regarding the influence of EI on hospitality employees' work outcomes can be found in individual studies. To address such issues, we conducted a comprehensive literature review of the extant literature on hospitality employees' EI. This review yielded 60 empirical studies (from both hospitality and non-hospitality journals), based on which we investigated the background and trend of research into hospitality employees' EI. A total of 18 EI-related work outcomes were captured and classified into two groups. The direction, magnitude, and heterogeneity of the effect sizes of the relations between hospitality employees' EI and such work outcomes were meta-analyzed. The theoretical and practical implications are discussed in the light of our key findings.