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Using machine learning and big data for efficient forecasting of hotel booking cancellations

Cancellations are a key aspect of hotel revenue management because of their impact on room reservation systems. In fact, very little is known about the reasons that lead customers to cancel, or how it

Negative affect, deep acting, and customer compensation as responses to customer mistreatment: The effect of customer-based perspective-taking

Customer service employees often deal with customer mistreatment, eliciting negative affect, which subsequently influences service performance. Using affective events theory (Weiss & Cropanzano, 1996)

Brand knowledge and non-financial brand performance in the green restaurants: Mediating effect of brand attitude

The restaurant business has been increasingly recognized for its ability to help mitigate many negative environmental impacts. To develop a competitive advantage, green restaurants may adopt an innovative

Effects of hotel website photograph size and human images on perceived transportation and behavioral intentions

Travelers have been shown to use the Internet as their primary source of information for locating and booking hotel accommodation, while various website dimensions have been known to influence consumer

Building the sociomateriality of food service

Global megatrends such as urbanization, climate change and resource scarcity, shift in political and economic power, demographic change, and increasingly disruptive technological breakthroughs are transforming

Key survival factors in the exhibition industry

This study examines the key survival factors in the exhibition industry. Secondary data were collected from 656 exhibitions held in China from 1981 to 2019.

The current state of academic research into peer-to-peer accommodation platforms

The “sharing” phenomenon represents one of the hottest trends in the hotel and tourism industry. As the number of academic papers in this field is growing, now appears to be an appropriate time to take

How do hotel managers react to rating fluctuation?

Rating fluctuation is inevitable for hotels listed on hotel booking platforms, which induces potential consumers’ perception of uncertainty and risk. Managerial response is expected to be effective in

Effect of hotel employees' workplace friendship on workplace deviance behaviour: Moderating role of organisational identification

This study aims to explore the effect of friendships at workplaces (including friendship opportunities and friendship prevalence) on the workplace deviance behaviour (including production deviance, political

To Empower or Not to Empower? Multilevel Effects of Empowering Leadership on Knowledge Hiding

It is widely acknowledged that knowledge hiding persists and has detrimental effects in service organizations. With organizations increasingly becoming team based, understanding the interactions between