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Although service robots have been extensively studied recently, few empirical investigations have focused on the luxury setting. Targeting the setting of luxury hotels, in this study, expectation-confirmation theory and dual-congruity theory are combined to examine the impact of robot anthropomorphism on consumers’ expectations of service robots. The findings obtained from a sample of 556 respondents indicated that robot anthropomorphism increased consumers’ perceived social capability, performance expectancy, and perceived importance. Furthermore, luxury-technology fit and task-technology fit mediated the effects of social capability, performance expectancy, and perceived importance on the intention to use robotic services. Furthermore, the moderating role of anxiety toward robots in strengthening the effect of luxury-technology fit on the intention to use robotic services was revealed. The findings contribute to an enhanced understanding of consumer psychology in the context of advanced service technologies, offering valuable insights for the strategic implementation of service robots at luxury hotels. [ABSTRACT FROM AUTHOR]

This paper attempts to analyze the effects of customer-employee interaction and digital attributes of engagement on customer value co-creation behaviors (CVCB), which in turn affect their satisfaction and the brand image of luxury hotels in Morocco. The research data was received through an online questionnaire from 583 tourists and analyzed by IBM SPSS Statistics 23.0 and Smart PLS 3.3. The findings strongly support that customer-employee interaction and digital attributes of engagement are positively and significantly related to CVCB, which consequently determine their satisfaction and thus reflect a positive hotel image. Furthermore, the bootstrapping procedure shows that CVCB significantly mediate the relationship between engagement platforms and brand image, and customer satisfaction. This research adds to the current literature on cocreation and tourism marketing and provides managers who design service encounters with insights to properly manage cocreation activities and improve customer perceived use-value. [ABSTRACT FROM AUTHOR]

Internet-of-Things technologies may help luxury companies deliver their offerings in a different way. However, their actual effects on consumers remain hazy. This paper sheds light on the impact that consumers' openness to technological innovations may have on perceived usefulness of Voice Assistants (VAs) in the context of luxury tourism. In two studies using luxury yachts and luxury hotels as research settings, we operationalised consumers' openness to technological innovations as risk propensity and openness to change, respectively, and examined their impact on consumers' perceived usefulness of VAs, considering the moderating role of status consumption orientation. Results showed that a greater level of openness to technological innovations leads consumers to perceive VAs as more useful, and this effect is mitigated when consumers exhibit greater status consumption orientation. [ABSTRACT FROM AUTHOR]

Luxury consumption studies have largely focused on tangible products with less attention paid to experiential services. However, consumers are becoming increasingly interested in the luxury services. Taking a mental imagery perspective, this study delineates the role of sensory integration in luxury hotel experiences among Chinese with Zaltman metaphor elicitation technique (ZMET). We engaged Chinese informants in a multi-sensory exploration of their experiences, soliciting abundant verbal and non-verbal data, and analyzed how experiences emerge from their multisensory processing of hotel offerings. Findings conceptualize experiential luxury consumption from a multisensory perspective and recommend how luxury hotels should better leverage their market potential. [ABSTRACT FROM AUTHOR]

Although people with dementia have leisure travel needs, no scholars appear to have empirically explored how to meet this group's needs as hotel guests. To bridge this research gap in tourism literature, the current study employed in-depth interviews to collect first-hand data from 15 travel-eligible tourists with early-stage dementia and 15 senior luxury hotel managers in China. Specifically, six key themes were extracted from Chinese hotel guests with dementia. Hotel managers' commentary on meeting travel-eligible tourists with dementia' needs during leisure travel led to three themes. Innovatively, this study further sheds light on possible contributions the tourism and hospitality industry makes to the global health field using the context of a vulnerable group – travel-eligible tourists in an ageing society. [ABSTRACT FROM AUTHOR]

Since November 2022, the use of generative artificial intelligence (GAI) technology has increased in many customer service industries. However, little is known about AI's language choices and meaning-making resources compared to human responses from a systematic linguistic point of view. The present study is a discourse analysis that explores negative online guest complaints made to four luxury heritage hotels in Hong Kong that are classified as cultural heritage sites with rich interpersonal and historical values. We collected authentic guest complaints and responses from hotel managers from April 2012 to October 2022 in online travel forums, and then had GAI draft response letters on behalf of the hotel managers. Our total dataset was 65,539 words and consisted of three subcorpora: guest complaints (Text a of 115 complaints totaling 26,224 words), hotel manager responses (Text b of 115 response letters totaling 14,975 words), and AI-generated responses (Text c of 115 response letters totaling 24,340 words). This study used systemic functional linguistics to explore interpersonal meanings in texts; for example, appraisal resources, verb processes, and personal pronouns were compared between texts. First, we identified the most frequent words of the common themes across the three subcorpora and found significant differences in lexicogrammatical features between hotel managers and AI-generated responses using the log-likelihood ratio. The results suggest that AI-generated texts are able to provide a tailored and empathetic response to guests, but hotel managers may need to introduce some modifications, such as time indicators, sensory verbs used, and complimentary offers. This study explores the differences in word choices and communication strategies, which have implications and insights for the hospitality industry, especially luxury heritage hotels where caring and personalized customer service are considered important. [ABSTRACT FROM AUTHOR]

While digital platforms have become an increasingly important research area in the information systems discipline, the existing literature does not conceptualize a theoretical link between platforms and morality. This paper theorizes such a link by drawing on Jensen's (2010) conceptualization of processes of demoralization to operationalize two notions from critical social theorist Zygmunt Bauman: workers' moral impulse and moral ambivalence. We conducted a case study of a large luxury resort hotel to examine how digital platforms (specifically TripAdvisor and WhatsApp) facilitate surveillance. Our findings show how digital platform-facilitated synoptic and panoptic forms of surveillance can suppress workers' moral impulse and foster moral ambivalence towards such issues as invading others' privacy, pressuring others outside working hours, and increasing surveillance in the workplace. This paper offers a novel perspective on theorizing the links between digital platforms, surveillance, and workers' morality and highlights some unintended consequences. [ABSTRACT FROM AUTHOR]

This study aimed to examine the impact of the Theory of Planned Behavior on Malaysian luxury hotel selection. To achieve this objective, the study examined the influence of attitude, subjective norms, perceived behavioral control, and fake reviews on the choice of luxury hotels in Malaysia. The study also investigates whether intention mediates the relationship between these variables and luxury hotel selection. The research method was quantitative in nature and to collect the necessary data, convenience sampling was used on an online questionnaire, resulting in 400 valid responses. The respondents were residents of Malaysia aged over 18 years old who had stayed at luxury hotels before, as they are qualified to answer the research objectives. For this study, four- and five-star hotels are considered as luxury hotels. The collected data were then analyzed using IBM SPSS version 26, using descriptive, regression, and mediation analysis through Hayes process. The results from the regression analysis revealed the predictive power of each variable, while the mediation analysis demonstrated that intention mediates the relationship between attitude, subjective norms, and perceived behavioral control in luxury hotel selection. According to this study, attitude, subjective norms, perceived behavioral control, and fake reviews influence luxury hotel choices. Intention significantly mediates the association between attitude, subjective norms, perceived behavioral control, fake reviews, and luxury hotel choices.

In the digital age, social media has a significant impact on consumer perceptions. This business communication study examines the linguistic strategies used to express and repair negative electronic word of mouth (eWOM) in Hong Kong’s luxury hotel sector. The data, which were collected from travel forums, consist of 17,344 words from online hotel reviews (11,647 words) and responses (5,697 words) made by the visitors and senior hotel management of 18 five-star hotels. Using systemic functional linguistics as a framework, this study analyses the logical relations that exist between expectant and concessive conjunctions, as well as the evaluative judgment resources present in an appraisal system. The analysis focuses on the poor service standards framed in the complaints and how the hotel management responds to such situations differently, particularly with respect to repairing customer expectations. This study also examines how loyal fans and frequent travellers present their customer identity when dealing with service-related issues. By developing an understanding of how luxury hotels manage customer complaints, repair customer relationships, and protect their brand reputation through dynamic interactions, this study can provide valuable communication insights for the hotel sector.

From the point of view of hotel administrators, this case study investigates how Artificial Intelligence (AI) methods have affected the administration of high-end hotels with the goal of increasing guest satisfaction. The hotel industry is one of many that has embraced AI-driven solutions to enhance client experiences as the technology spreads across different sectors. The purpose of this study is to examine the use of artificial intelligence (AI) in five-star hotels with an eye on how these developments affect the well-being of hotel guests. A Look at High-End Hotels Through the Eye of the Manager: How AI Affects Guests' Satisfaction with the Hotel's Services. This study finds successful AI-driven tactics, such as improved operational efficiency, efficient problem resolution, and personalised services, through in-depth interviews with hotel managers and analysis of customer feedback. The researchers used a quantitative methodology based on self-administered questionnaires from seventy-seven (77) managers at luxury hotels in Jaipur, Rajasthan. The study's results, which supported the study's assumptions that AI can boost luxury hotel guests' happiness, were obtained using SPSS to analyse the main data. In addition to improving hotel operations, the results show that AI greatly increases visitor enjoyment through the creation of more personalised and seamless experiences. According to the findings artificial intelligence (AI) in the hospitality sector can boost customer loyalty and simplify service processes, thereby transforming the way guests perceive happiness. Nevertheless, the study also brings attention to the difficulties of incorporating AI into high-end hotel management, such as the requirement for ongoing technology upgrades and the possibility of less human involvement. The study finishes by providing hotel managers with suggestions for improving AI applications in a way that strikes a balance between technology efficiency and the human element that is characteristic of high-end hospitality. [ABSTRACT FROM AUTHOR]

The purpose of this study is to examine whether leadership style affects the professional satisfaction of employees in the field of hospitality and specifically in luxury hotels in Greece. A quantity survey was conducted measuring the characteristics and behavior of leaders, and employee satisfaction. The originality of the article derives from the thorough study of the individual forms of leadership's effect on job satisfaction in Greek luxury hotels, presenting existing organizational data during a strenuous period of pandemic and financial crisis leading to significant changes in the internal and external environment of hotel companies. [ABSTRACT FROM AUTHOR]

The recruitment process is often influenced by various factors, both objective and subjective. One interesting factor to study is the influence of physical attractiveness, accent, and dialect of candidates on recruiters' assessments. This study aims to reveal the relationship between physical attractiveness and candidate accent, as well as the role of dialect as a mediator, influencing recruiters' perceptions of job suitability, stereotypes formed, and interest in recruiting. This study uses a quantitative method with a questionnaire distribution technique to recruiters in the 5-star hotel industry located in Jakarta. Data obtained from BPS (2024) shows that there are 37 international 5-star hotels in DKI Jakarta Province. Thus, the population of this study was 37 recruiters from international 5-star hotels in Jakarta. This study distributed questionnaires to the entire population so that the sampling technique was carried out using the census technique. The data collected were analyzed using the SEM PLS technique. The results of the study showed that there was no relationship between physical attractiveness and job suitability. While physical attractiveness has a significant relationship to recruiter stereotypes and interest in recruiting. In addition, it was found that dialect mediates the influence of job candidate access to job suitability, recruiter stereotypes and interest in recruiting. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to evaluate and structure the basic heuristics consumers use in evaluating word-of-mouth (WOM) about luxury hotel brands while analyzing the impact of deception in online consumer reviews. Design/methodology/approach: The research used a two-study mixed-methods approach, using interpersonal deception theory and social proof theory as lenses to conduct our analysis. For the first study, a qualitative conceptual mapping analysis was conducted, examining online consumer reviews to identify key concepts and their relationships in the context of luxury hotel brands. In the second study, the themes were further examined using a fuzzy-set qualitative comparative analysis to analyze their causal complexity and association between variables to determine how they influence the perceived helpfulness of online reviews for luxury hotel brands. Findings: The results underline the importance of functional, objective variables, such as the number of reviews and stars, as social proof heuristics and other factors, including clout, authenticity and analytic tone, as interpersonal communication heuristics. Therefore, consumers use a combination of social and interpersonal communication heuristics to extract information from reviews and manage deception risk. Research limitations/implications: The paper contributes to the consumer–brand relationship literature by assessing the heuristics consumers use in evaluating online reviews and provides additional information for research in online reputation management. Practical implications: This study's results can help marketing practitioners and brand managers manage their online reputations better. It can also aid managers in improving their messaging on hotel websites to entice consumers to complete bookings. Heuristics play an essential role in such messaging and understanding them can help marketers appeal directly to their target market. Originality/value: This study contributes to the literature on consumer–brand relationships by providing a framework of heuristics that consumers use when evaluating luxury service brands and contributes to WOM and online reputation research by highlighting factors that may make online reviews more helpful. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to test the relationship between knowledge sharing and employee engagement. In particular, the mediating and moderating roles of competency development and social climate, respectively, are also the focus of this research. Design/methodology/approach: Of self-completed questionnaires collected from luxury hotels in India, 507 are usable for data analysis. The structural equation modelling (SEM) was used to examine the proposed hypotheses. Findings: The structural equation modeling–based results illustrate a positive significant association between knowledge sharing and employee engagement. Also, there is a significant support to establish the mediating effect of competency development and the moderating effect of social climate on this relationship. The expansion of competencies of employees achieved through knowledge sharing leads to higher engagement. Research limitations/implications: This work is carried out in Indian hospitality sector and may not be generalizable to other cultural settings. Practical implications: This study's results add to the knowledge sharing scholarship by envisaging a possible association with an employee attitudinal outcome, i.e. employee engagement. Originality/value: To the best of the authors' knowledge, this is one of the first studies to unravel the social processes through which knowledge sharing enhances competency development, and subsequently employee engagement, mainly through the influence of social climate. [ABSTRACT FROM AUTHOR]

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Research background: Despite the dynamically growing cross-sectional academic studies conducted on various aspects related to physical and mental workloads in the context of workplace safety, there is still room for further in-depth analyses of how these workloads affect employees' behavior and well-being. This phenomenon is of particular interest in the case of hospitality, where hotels should recognize the workloads imposed on their employees, since they are considered the most critical and influential stressors in the workplace. Purpose of the article: Based on the conservation of resources (COR) theory, our study aims to examine how hotel employees' physical and mental workloads affect their well-being and safe behaviors. The study also investigates how employee well-being and psychological resilience play a role in these patterns. Methods: The study employs an experience-sampling methodology to assess the physical and mental workloads of a group of full-time employees working in luxury hotels in the USA. Findings & value added: The findings derived from Partial Least Squares Structural Equation Modeling (PLS-SEM) reveal that both physical and mental workloads negatively impact overall well-being and safe behaviors. Additionally, physical workload influences mental workload. Also, employee well-being has been identified as a mediating factor in the relationship between workloads, psychological resilience, and safe behaviors. Notably, psychological resilience has not exhibited a moderating effect. This study expands on the COR theory by examining its impact on the hospitality industry. The study has developed and validated a model for assessing hotel employees' physical workload. Moreover, it emphasizes the significance of employees' well-being and psychological resilience in promoting safe behaviors in hotels. Therefore, this model is a significant step forward toward effectively measuring and maintaining the overall well-being and safe behaviors of employees in the hospitality industry. Furthermore, the value of the research is enhanced by surveying hotel employees directly rather than relying on subjective opinions from management about employee involvement in workplace health and safety. This approach avoids the bias often present in management assessments and provides a more accurate depiction of employee participation. [ABSTRACT FROM AUTHOR]

The impact of customer intelligence on customer retention in midscale and luxury hotels in south-west Nigeria was examined in this study. A model was developed for the consequent variables to test the research hypotheses relative to the impulse buying theory. A total of 1972 research instruments were retrieved from customers of 160 conveniently sampled midscale and luxury hotels, and used for analysis. Descriptive statistics were used to analyse the demographic elements, while the Pearson Correlation was utilised to reveal the statistical relationship between customer retention and the customer intelligence constructs. The linear regression model was employed to test the research hypotheses and determine significant relationships between the consequent variables of the study. Results showed the effectiveness of the regression model in identifying relationships between the consequent variables, in which a positive relationship was revealed between customer intelligence and customer retention in the hotel industry. The study concludes that data generated through customer intelligence can filter customer preferences, help hotels prioritise purchases, and further create a sense of need in their customers. Recommendations include that hotels should consider their products and services as tangible elements that would become routine in due time, while considering customer reviews as vital for analysing weaknesses in the service delivery processes. [ABSTRACT FROM AUTHOR]

Purpose: The objective of this investigation is to examine the correlation between green transformational leadership (GTL) and organizational green innovation (GI) by employing a mediation model. Drawing upon the social cognitive theory and natural resource-based view, the present study explores the role of green creativity (GC) as a mediating variable in the relationship between GTL and GI in the hotel industry. Design/methodology/approach: The research was conducted in Italian luxury hotels to assess the efficacy of our conceptual framework among workers in the hospitality industry. The study utilized a three-wave 2-week time-lagged design (N = 303). In addition, the study also intends to apply the Partial Least Squares – Structural Equation Modelling (PLS-SEM) and the fuzzy qualitative comparative analysis (fsQCA) to have distinctive discernment into model rapport. Findings: The results of the study indicate the linkage between GTL and GI. Furthermore, the study also found the partial mediation of GC of employees. The results show numerous combinations using fsQCA that can be utilized to increase green performance (GP). Originality/value: The study helps the hotel industry maximize its performance by unravelling irregular relationships. Therefore, it contributes by explaining previously unexplored factors and elucidating causal recipes to build a higher GP base through GTL, GC and GI. The research findings hold significant implications for comprehending the effects of GTL on organizational GI as well as its influence on GP. The limitations of the study are discussed for avenues of future research. [ABSTRACT FROM AUTHOR]

We conducted an inductive study of discourse associated with the U.S. luxury hotel category, from its beginnings in 1790 through 2015, to explain how cultural processes contribute to elite category endurance. Analyzing data from historical archives, interviews, and observations, we use both qualitative and quantitative methods to reveal how the endurance of an elite category is an ongoing cultural accomplishment that occurs via periodic redefinition of its "symbolic boundary"—that is, the set of meanings and practices that distinguish the elite from nonelite. Modeling the boundary in terms of semiotic codes of opposition, we find that the encoding of the symbolic boundary serves as a temporary settlement that conveys both the category's elite exclusivity and its cultural consonance with broader societal beliefs, tastes, and practices. Over time, however, with industry and societal changes, tensions erupt in the balance between the needs for exclusivity and consonance, propelling a redefinition of what it means to be elite. Our research extends current theorizations of elite category endurance by revealing how the elite symbolic boundary is neither permanent nor unassailable; rather, we show how it changes to enable long-term elite category endurance. [ABSTRACT FROM AUTHOR]

Consumer experience has long been recognised as a key component in influencing consumers' habits and attracting, pleasing, and retaining customers. The hospitality sector is often regarded as one of the most experience-rich industries. Lately, the idea of a guest's experience in a luxury hotel has gained popularity. Limited studies have examined the antecedents and outcomes of luxury hotels guests' experiences. This research bridges the void by constructing relationships among cognitive, affective, and behavioural constructs. A total of 414 guests in luxury hotels were contacted, to figure out factors influencing the guest experience. Structural equation modelling (SEM) was used to analyse the data. According to the results, hedonism, ambiance, escapism, personalisation, and convenience influence guests' experience in luxury hotels, which in turn influence consumers' positive word of mouth (WOM) and revisit intention. In addition, the moderating effect of the guests' visit's purpose was also examined. [ABSTRACT FROM AUTHOR]

In the digital age, social media has a significant impact on consumer perceptions. This business communication study examines the linguistic strategies used to express and repair negative electronic word of mouth (eWOM) in Hong Kong’s luxury hotel sector. The data, which were collected from travel forums, consist of 17,344 words from online hotel reviews (11,647 words) and responses (5,697 words) made by the visitors and senior hotel management of 18 five-star hotels. Using systemic functional linguistics as a framework, this study analyses the logical relations that exist between expectant and concessive conjunctions, as well as the evaluative judgment resources present in an appraisal system. The analysis focuses on the poor service standards framed in the complaints and how the hotel management responds to such situations differently, particularly with respect to repairing customer expectations. This study also examines how loyal fans and frequent travellers present their customer identity when dealing with service-related issues. By developing an understanding of how luxury hotels manage customer complaints, repair customer relationships, and protect their brand reputation through dynamic interactions, this study can provide valuable communication insights for the hotel sector. [ABSTRACT FROM AUTHOR]

The hotel industry is vulnerable to various external crises, such as the recent COVID-19 pandemic. Social media is one of the primary platforms for hotel crisis communication. Accordingly, this study adopted the perspective of message appeal and tried to develop effective hotel crisis communication messages. An online experiment was conducted where 260 Chinese customers were included. The results showed that emotional-appeal messages are more effective in attracting customers for luxury hotels, while functional-appeal messages are more suitable for economic hotels. The results also showed that perceived safety mediated the relationship between the message appeal and booking intentions and that this mediating relationship is moderated by the hotel type. This study further discussed theoretical and practical implications. [ABSTRACT FROM AUTHOR]

The hotel industry faced difficulties in attracting and retaining employees due to poor compensation. To develop an attractive compensation plan, this study investigates the elements of compensation plans for non-managerial employees in luxury hotels in Malaysia. Data were collected using qualitative semi-structured interviews supplemented by a short survey. The findings indicate that compensation plans differ based on their compensation structure, hotel location, and whether there is a collective agreement between the employer and employee's union. COVID-19 pandemic posed greater challenge to unionized hotels. The trade-offs between elements of compensation plan are discussed, a model of compensation plan for the hotel industry is developed, and recommendations for design of a compensation plan are provided. [ABSTRACT FROM AUTHOR]

The number of hotel visitors who post their personal experiences on online hotel review forums after their trips has increased significantly in the digital age. However, there is limited linguistic research that examines 1) how international travelers communicate online to share their negative hotel experiences and 2) how luxury hotel management resolves complaints and regains customer trust. This study examines electronic word-of mouth (eWOM) in the reviews and focuses on posted by international travelers who stayed at Hong Kong's 5-star luxury hotels and e-replies posted by hotel management groups. The data are based on authentic reviews collected from an online travel review forum. The present study employs appraisal analysis (Martin & White, 2005) and specifically the engagement system to investigate heteroglossic voice in 38 sets of complex ecomplaints and responses totaling 17,344 words. The findings contribute to the advancement of professional discourse in hospitality service encounters. [ABSTRACT FROM AUTHOR]

This study aims to enrich the extant literature by investigating the predictive ability of IT capability on service innovation in the luxury hotel sector, with the mediating roles of organizational responsiveness and organizational learning capability. The study also examines how the alignments between and among IT capability, organizational responsiveness, and organizational learning capability affect service innovation. Results of structural equation modeling using a sample of 237 luxury hotels indicate that IT capability is positively related to service innovation, and organizational responsiveness has a positive mediating effect in this relationship. In addition, organizational learning capability positively mediates the link between IT capability and organizational responsiveness. Notably, the alignments between and among IT capability, organizational responsiveness, and organizational learning capability all positively influence service innovation. A bootstrap analysis of another sample of 213 luxury hotels confirms the relationships between the variables. This study's findings provide implications for researchers and managers regarding enhancing service innovation for luxury hotels from the perspectives of IT capability, organizational responsiveness, and organizational learning capability. 本文探讨信息技术能力对豪华酒店业服务创新的影响, 以组织反应能力和组织学习能力作为中介变量。另外, 本文也探讨信息技术能力, 组织反应能力和组织学习能力之间的匹配度如何影响服务创新。使用237家豪华酒店作为研究样本, 结构方程模式的分析结果表明信息技术能力正向影响服务创新, 组织反应能力和组织学习能力在此关系中也起了积极的中介效应。另外, 信息技术能力, 组织反应能力和组织学习能力之间的匹配度正向影响服务创新。我们收集了另外一个样本, 包括213家豪华酒店。Bootstrap分析结果确认了所有的研究假设。 关键词:信息技术能力, 组织反应能力, 组织学习能力, 服务创新, 豪华酒店。 [ABSTRACT FROM AUTHOR]

Despite a large minimum wage literature that analyzes employee outcomes, there is less evidence on firm performance, prices, and quality. Exploiting staggered changes in U.S. minimum wages during 2000–2008 and census data on more than 29,000 hotel properties, we find that doubling the minimum wage as currently debated would reduce average hotel revenues by 6% per year and their occupancy rates by 3.1%. Responses vary by employer quality and organizational form. Although luxury hotels pass through cost increases to their customers with no impact on their revenues, upscale hotels facing more price-sensitive customers reduce prices but still suffer losses in occupancy rates and revenues as they struggle with preserving the expected quality level. They are also most likely to see quality downgrades from their segment. The lower-end hotels also pass through cost increases to their customers but, unlike luxury hotels, face significant declines in occupancy rates and revenues. Overall, the performance effects of minimum wage increases are nonmonotonic across quality. We also find negative impacts on hotel entry rates, although the performance and entry effects appear to be short lived. Furthermore, the negative effects of minimum wages dominate in states without right-to-work regulation, suggesting the need for a more comprehensive approach to labor market regulation. This paper was accepted by Victoria Ivashina, finance. Funding: M. Ayyagari received financial support from National Science Foundation Research (U.S) [Grant SES-1660755/1660749]. Supplemental Material: The data files are available at https://doi.org/10.1287/mnsc.2022.4650. [ABSTRACT FROM AUTHOR]

This study explores the relationship between perceived risk and intention to revisit, based on four core dimensions of the subjectively perceived risk of luxury hotel guests to hotel safety image. In particular, this study innovatively uses the four dimensions of hotel safety image as moderating variables to explore how the relationship between perceived risk and intention to revisit is affected. The results from the 573 valid questionnaires show that perceived risk has significant negative effects on revisit intention, hygiene control significantly and negatively moderates the negative relationship between perceived risk and revisit intention, and self‐service technology significantly and positively moderates the negative relationship between perceived risk and revisit intention. These results complement the application of customer perceived risk and hotel safety image in luxury hotels in the context of natural disasters and provide hotel managers with new perspectives on marketing and decision making and how to improve competitiveness. [ABSTRACT FROM AUTHOR]

While the home is an important place for individuals to act pro-environmentally, researchers have rarely explored the pro-environmental behavior of hotel customers in terms of their home away from home experiences during their travels. This study uses a combination of qualitative (interviews) and quantitative (questionnaires) methods to explore customer experiences of home spaces in the hotel context and the relationship between people's experience in hotels and their pro-environmental behavior. The study shows that (1) customers' experience of home spaces in hotels occurs through three dimensions: the function of home, the emotion of home, and the imagination of home. (2) Both the function of home and the emotion of home exert a significantly positive impact on hotel customers pro-environmental behavior. (3) The imagination of home exerts a significant positive effect on pro-environmental behavior both inside and outside of the hotel. (4) The pro-environmental behavior of customers in their own homes has a positive moderating effect on the relationship between the home experience and pro-environmental behavior in the hotel context. By combining the concepts of home spaces and pro-environmental behavior, this study, on the one hand, bridges the research gap between place experience and pro-environmental behavior in the hotel context; on the other hand, the study transcends the limitations engendered by studying pro-environmental behavior in the hotel and home space from a binary perspective. [ABSTRACT FROM AUTHOR]

The goal of this research is to identify the investment preferences of top managers and owners of four- and five-star hotels and the impact of the COVID-19 pandemic on their investment planning. The study examines various factors, including the individual characteristics of executives (such as gender, age group, education level, and position held in the hotel unit), and their perceptions of the pandemic's effects on their investment planning. To the best of our knowledge, this is the first attempt to capture the pandemic's impact on investment options, planning, and spending for luxury hotels. The study first conducted a structured questionnaire survey to record investment priorities under two distinct scenarios: one prior to the pandemic and another after the pandemic's spread and containment measures. Statistical tests were then used to compare the results between the two periods, revealing clear differences in investment choices among top executives and owners. Chi-square tests were also employed to examine the impact of individual characteristics on executives' perceptions of the pandemic's impact on their investment planning and their willingness to limit investment spending. Ordinal regressions were used to explore association further. The findings show that participants' age group was associated with their perception of the pandemic's negative impact on investment planning and their willingness to limit investment spending. Participants' position in the hotel unit partially explained their willingness to reduce investment resources during the pandemic. Therefore, the research highlights that the age of higher management in luxury hotels impacts the business's ability to adapt to the post-COVID-19 environment. The results also suggest that policy makers' public measures aimed at enhancing executives' willingness to invest during difficult periods should consider these factors. [ABSTRACT FROM AUTHOR]

Strategies for responding to online reviews, particularly their evolution over time, represent an important and scarcely analysed topic in hospitality research. To address this gap, we analysed the evolution of response policies over 2010–2018 and their impact on hotels' online ratings. We analysed 82,025 reviews and 57,164 responses on TripAdvisor for 5-star hotels in the Canary Islands (Spain). The results showed an upward trend in the volume of responses given by hotels, which seem to be increasingly concerned about communication with their guests. Second, based on their level of commitment to their online communications (low, moderate or high), the evidence showed that high and moderately involved hotels had relatively unchanged policies, whereas low-involvement hotels tended to improve their policies. Third, the findings showed some connectivity between communication policy level and affiliation to chains, the geographical span of the chain, guest traveller type and the reviewers' experience level. However, no significant correlation was found between hotel size and communication policies. Finally, the results indicated that a positive relationship exists between hotel communication policies and the ratings given by reviewers, suggesting that effort put into communication policies is not in vain, and that even low-involvement policies are positively evaluated by guests. [ABSTRACT FROM AUTHOR]

Due to border closures during the COVID-19 pandemic, the hospitality and tourism industry was given a chance to re-imagine and re-invent itself. New Zealand’s borders were shut to international tourists for 28 months, giving it a considerable amount of time to strategise about what the future of tourism would be. One of these strategies was to attract more desirable tourists. New Zealand was not alone in this pursuit: other countries wanted to move towards a more sustainable tourism model, attracting high-value tourists instead of the default of mass tourism that popular destinations had suffered from. This conceptual article discusses how Tourism New Zealand started to re-imagine luxury hospitality to encourage high-value tourists to come to New Zealand.

This study examines the impact of artificial intelligence (AI) (Personalized Guest Experience, Chatbots and Virtual Assistants, Revenue Management, Operational Efficiency, Fraud Detection and Security, Predictive Maintenance) on guest satisfaction in luxury hotels from perspective of managers. A quantitative methodology was employed through adopting questionnaire that was self-administered by (89) managers within luxury five stars hotels in Amman – Jordan. SPSS was used to tackle the primary data, results of study was able to accepted study hypotheses arguing that artificial intelligence has the ability to increase guest satisfaction in luxury hotels. Results indicated that AI in hospitality industry has the ability to revolutionize the concept of guest satisfaction through easing the process of services and increase their loyalty as well. Study indicated that the highest agreement was for chatbots and virtual assistants in influence. However, it argued that while AI has the potential to significantly enhance guest satisfaction in luxury hotels, it is essential to balance the use of AI with human interaction. Many guests still value the personal touch and human connection that comes with traditional hospitality. Therefore, it is important for hotels to ensure that AI is used to enhance, rather than replace, human interaction with guests. Study recommended that hotels should be focused on providing personalized experiences, streamlining operations, and enhancing convenience and comfort in order to increase guest satisfaction. Further recommendations were presented in the study. Significance of study lies in the fact that examining the impact of AI in increasing guest satisfaction in luxury hotel play a role in increasing competitive advantage, help luxury hotels save costs by automating tasks and reducing the need for human labor and stay ahead of the curve and embrace new technologies such as AI. Originality of study is in the fact that it help in developing new theories and frameworks for understanding the complex relationship between technology and guest satisfaction in the hospitality industry.