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Although research examining loyalty point redemption has focused almost exclusively on fixed exchange rates between points and money (e.g., 100 points = $1), variable exchange rates are observed frequently in practice (e.g., 100 points might equate to more or less than $1, depending on the monetary price and the required points for a flight redemption within the continental United States). Such variable rates are particularly common in loyalty programs in the hospitality industry. In this research, the authors show that the stability of the exchange rate—whether the exchange rate is fixed or variable across offers—systematically influences point redemption. Consumers are less likely to redeem loyalty points and instead spend money when they observe a variable exchange rate between money and points than when they observe a fixed exchange rate, even when the average value of points is the same. This effect is demonstrated in a series of studies across contexts, including an incentive-compatible retail loyalty program and a hotel loyalty program. The findings show that a variable point exchange rate induces more optimism than a fixed exchange rate, reducing point redemption. This effect is moderated by individual differences in optimism and by point expiration date. The authors conclude by discussing the implications for managers of loyalty programs and for consumers. Note : This manuscript was submitted to JMR before Rebecca Hamilton's appointment as Editor in Chief. The editor team that began the review process, Sachin Gupta and Vikas Mittal, finished the review process and final acceptance, per the AMA policy on submissions by journal editors. [ABSTRACT FROM AUTHOR]

The COVID-19 pandemic has severely affected the tourism sector and the survival of hospitality firms. This study examines how hospitality firms' financial characteristics prior to the outbreak of the pandemic determined their financial resilience. We analysed a sample of large European firms operating in the hospitality industry from 2016 to 2020. Using ordinary least squares, we find significant impacts of both COVID-19 incidence (negative) and the strength of the health system (positive) on firms' financial health. Our results show that firms' recent pre-COVID-19 profitability, leverage, tangibility, and liquidity histories are key drivers of their financial health in the presence of this exogenous and extremely negative shock. Furthermore, a contextual macroeconomic factor, the interest rate, introduced as a proxy for external financial restrictions, plays a key role in the effects of liquidity and debt on firms' financial health. With higher interest rates, firms accumulated liquidity during the years prior to the pandemic, making them more resilient to the shock; in contrast, with lower interest rates, a history of limited leverage and tangibility contributed to making hospitality firms more resilient in 2020. [ABSTRACT FROM AUTHOR]

The female solo travel trend is getting very popular globally, but females often face challenges related to their safety and security during their travel. The current study aims to identify the association among electronic word‐of‐mouth (e‐WoM), brand reputation, brand engagement, attitude towards the brand and Indian solo female travellers' hotel booking intention with the moderating role of perceived risk by incorporating the Stimulus‐Organism‐Response (S‐O‐R) theory. A survey was conducted with 218 Indian solo female travellers to meet the study's objectives. Findings revealed that e‐WoM positively impacts the hotel brand reputation, brand engagement, attitude of respondents towards the hotel brand and hotel booking intention. Moreover, brand reputation and brand engagement influence the hotel booking intention. However, no association is found between attitude towards hotel brands and hotel booking intention. Perceived risk moderates the association between e‐WoM and Indian solo female travellers' hotel booking intention. In addition, theoretically, a research framework is developed by extending the S‐O‐R theory with perceived risk as a moderating factor. Moreover, this study contributes numerous practical implications for the stakeholders of the Indian hospitality industry. [ABSTRACT FROM AUTHOR]

The tourism industry has undergone significant transformation with the rise of digital technologies, particularly online booking systems. E-booking platforms have revolutionised how customers plan and book their travel, offering convenience, cost-efficiency, and the ability to access real-time information through smartphones and other digital devices. These systems not only streamline administrative and operational tasks for businesses but also provide valuable insights by analysing customer data to tailor services and predict trends. This study explores the critical role of e-booking in the digital era of tourism, employing cluster analysis to group countries by their adoption and performance of e-booking services. The findings highlight the growing global reliance on e-booking platforms and their potential to enhance the customer experience and optimise business operations. [ABSTRACT FROM AUTHOR]

Hospitality, where unions are rare, is a significant employer of women, youth and migrants, many of whom work as temps and part-timers. This translates into modest livelihoods and vulnerability to socio-economic shocks, which has social justice implications. This study explores the mediating role of attitudes toward unions in the relationship between attitudes toward social justice and the intention to join a union at two points in time. It draws on data collected among UK hospitality workers in March 2022 (T1) (N = 253) and February 2023 (T2) (N = 151). The research also examines how circumstances influenced employees' views and the hypothesized relationships. The results indicate that attitudes toward unions were a full mediator in the relationship between attitudes toward social justice and the intention to join a union at both T1 and T2. Furthermore, there was a positive association between attitudes toward social justice and attitudes toward unions at T1 and T2. The findings suggest that, for hospitality workers and potentially precarious workers at large, the perceived social justice orientation of unions significantly influences their willingness to engage with unions. This thirst for social justice among employees reflects the evolving expectations and values within the labor force. Unions should, therefore, position themselves as champions of a fairer and more equitable society rather than just advocates for individual member interests. The study, while framing the analysis around the concept of social sustainability, contributes to workforce research in tourism and hospitality. [ABSTRACT FROM AUTHOR]

The aim of this study was to investigate how decision-making styles affect open innovation in the hospitality industry and whether behavioural strategies have any impact on this relationship. Survey data from 204 managers were analysed using the PLS-SEM method. The results demonstrate the effects of rational and intuitive decision-making styles on open innovation. It was observed that managers with either rational or intuitive decision-making styles were more likely to engage in open innovation. In contrast, objective decision making has an adverse impact on open innovation. Furthermore, most managers opt for the anticipation strategy in behavioural decision making. The relationship between decision-making styles and open innovation was not moderate by any other behavioural decision-making tendencies. The study eventually provides implications for the literature and practice. [ABSTRACT FROM AUTHOR]

The emerging concept of the metaverse, which blends digital and physical realms to offer immersive user experiences, presents a disruptive opportunity for businesses operating in the hospitality and tourism industry. In this study, 11 barriers to metaverse adoption in the hospitality and tourism industry are explored through literature reviews and expert opinions, supplemented by news and industry reports. An integrated interpretative structural modeling-decision making trial and evaluation laboratory (ISM-DEMATEL) approach is used to model these barriers, identifying the hierarchical relationships and the strength of interrelationships between them. Moreover, cross-impact matrix multiplication applied to classification (MICMAC) analysis clusters these barriers. The results of this study indicate that immature infrastructure (MB8) is the foundational barrier to metaverse adoption, while the fusion of different technologies (MB2) significantly impacts the entire system. This study provides a comprehensive framework to guide stakeholders in overcoming these barriers and unlocking the transformative potential of the metaverse. It also conceptualizes the interaction of barriers for governments and related agencies, enabling the formulation of policies and strategies to increase the adoption and penetration of the metaverse in the hospitality and tourism industry. [ABSTRACT FROM AUTHOR]

This study explores the strategic implementation of social support enablers to address expatriate turnover and the shortage of skilled labour in Thailand's hospitality industry, particularly in the post-COVID-19 context. By integrating Social Support Theory, Cultural Intelligence Theory, and Social Capital Theory, this research identifies and prioritises key enablers essential for expatriate success. We employed a novel three-phase methodology, which included a literature review, a hybrid Best–Worst Method (BWM), Grey Relational Analysis (GRA), and semi-structured interviews with experts. The findings reveal a hierarchical framework of social support enablers, with health and psychological adjustment support, work–life balance initiatives, career development opportunities, and national support for the host country emerging as top priorities. Implementing these enablers effectively addresses expatriates' adaptation challenges and significantly enhances their performance, well-being, and retention. This study contributes to the literature by providing the first empirically derived, prioritised approach to social support enablers implementation and practical guidance for developing holistic support systems in multicultural hospitality environments. Focusing on Thailand, the methodology and framework offer a robust foundation for future cross-cultural comparisons in expatriate management research. [ABSTRACT FROM AUTHOR]

The COVID-19 pandemic made hotels around the world to experience a huge drop in revenues as lockdowns restricted mobility. For many hotel operators, the rent of the building is one of the most important fixed costs. The Rebus Sic Stantibus clause allows judges to rule that changes can be made to the economic conditions of contracts when a supervening event, not foreseen by the parties, causes economic hardship. This paper analyses, considering different market structures and the degree of product differentiation, how the rent for hotel facilities agreed in long-term contracts will change if the clause is applied now, reducing by law current rents. JEL Classifications : K12, K22, D43, L83 [ABSTRACT FROM AUTHOR]

In a clickstream analysis setting, Mixture Hidden Markov Models (MHMMs) can be used to examine categorical sequences assuming they evolve according to a mixture of latent Markov processes, each related to a different subpopulation. These models involve identifying both the number of subpopulations and hidden states. This study proposes a model selection criterion based on an integrated completed likelihood approach that accounts for the two latent classes in the model. We implemented a Monte Carlo simulation study to compare selection criteria performance. In scenarios characterised by categorical short length sequences, our proposed measure outperforms the most commonly used model selection criteria in identifying components and states. The paper presents a case study on clickstream data collected from the website of a company operating in the hospitality industry and modelled by an MHMM selected by the proposed score. [ABSTRACT FROM AUTHOR]

This study attempts to identify corporate social responsibility (CSR) practices for small and medium-sized accommodation businesses (SMABs) in the hospitality industry and how they contribute to the economic, environmental, and social context. Using a holistic approach to CSR, we conducted qualitative semi-structured interviews with a sample of fifteen SMABs in Jordan, classified as three-star or less. The study presents the CSR practices in SMABs, some barriers and challenges faced (e.g., gender gap and employees with special needs), together with recommendations to overcome them. This is one of the first studies to examine the CSR practices of SMABs in the Middle East hospitality industry, and their social, economic, and environmental impact. Findings add to existing gasps on CSR in SMABs, more focused on large businesses, and CSR's impact on local community, a less researched dimension, and findings can be used by decision-makers to further improve CSR practices in the hospitality industry. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to examine the impact of metaverse experiences on customers' offline behavioral intentions: How do customers' visits to a hospitality business's virtual property in the metaverse affect their intentions to visit the physical property in the real world? Design/methodology/approach: Based on the general learning model and social cognitive theory, this research hypothesizes the positive impact of metaverse experiences on customers' visit intentions and explores two boundary conditions for positive impact: user–avatar resemblance and servicescape similarity. Two experimental studies were conducted. Findings: Metaverse experience has a significant impact on customers' visit intentions, and this impact is moderated by user–avatar resemblance and servicescape similarity. Research limitations/implications: This research addresses the call for empirical studies regarding the effects of metaverse experience on people's behavioral intentions. Originality/value: As one of the earliest empirical studies on the marketing effects of the metaverse, this research provides a basis for future metaverse studies in the hospitality field. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to provide a critical reflection on the experience design of the lifestyle communities in the hospitality and tourism industry. Specifically, this paper proposes a conceptual model that governs experience design in creating unique and memorable experiences for lifestyle communities. Design/methodology/approach: This paper is based on a critical analysis of emerging phenomena, related literature and researchers' experiences and insights. Findings: The lifestyle community is conceptualized as a group of people who share a specific interest, value or activity and the type of its existence can be classified as physical, virtual or hybrid. As the importance of experience design has been highlighted in the hospitality and tourism industry, the study provides the guest experience design framework of lifestyle communities that suggests an operationalization of experience design that touches shared values of customers within lifestyle communities. Research limitations/implications: This study introduces a framework that highlights the role of experience design in the development of lifestyle communities, thereby enriching the emerging body of knowledge. Additionally, the research illustrates how lifestyle communities diverge from traditional hospitality business models by using distinctive positioning strategies. Practical implications: This study provides practical implications on how to capture the growing number of customers represented by lifestyle communities in the future. A deep understanding of frameworks may be crucial to establishing the experience design of lifestyle communities to correspond to the future of the hospitality and tourism industry. Originality/value: This study remarks an initial attempt to provide a critical reflection of a rising contemporary issue: experience design and lifestyle communities. Conceptualization through a profound reflection of the issue offers insights to define existing phenomena and suggestions to capture future opportunities and actual management. Furthermore, future research directions in hospitality and tourism are elucidated by the provided conceptual frameworks. [ABSTRACT FROM AUTHOR]

AbstractScholars believe that exploration of the factors that mediate Pygmalion leadership (PL) and follower performance contribute a great deal to the understanding of PL. However, mediation studies involving PL and innovative work behavior (IWB) are largely absent in the extant literature. This study aimed to examine the mediating roles played by supervisor developmental feedback (SDF) and supervisor supportive behavior (SSB) in the influence of PL on IWB of hotel employees. Using PLS-SEM procedures, it was discovered that one of the two mediators, SDF, significantly mediated the influence PL had on IWB. Discussion and implications of the findings were highlighted accordingly. [ABSTRACT FROM AUTHOR]

AbstractPerceived business uncertainty and job insecurity depleted employees’ emotional resources, leading to increased stress. The moderating role of workplace spirituality against these demands remains underexplored in hospitality research. This study investigates whether job insecurity mediates the relationship between perceived business uncertainty and employee well-being and whether workplace spirituality moderates these relationships. Two hundred and thirty-three hospitality employees in Pakistan participated in the study. The analysis revealed perceived business uncertainty exhibited nonsignificant relationship with job insecurity and employee well-being. Job insecurity was found to adversely impact employee well-being. Furthermore, workplace spirituality was found to moderate the impact of job insecurity on employees’ well­-being. [ABSTRACT FROM AUTHOR]

AbstractThis study investigates the pervasive issue of the glass ceiling and its impact on women’s career advancement in the hospitality industry. Despite incremental advances in gender equality, the glass ceiling remains a tenacious barrier, effectively stifling women’s progression into senior managerial and executive roles. The primary objective of this study is to investigate the impact of the glass ceiling on women’s work engagement and empowerment within the hospitality sector. Gender-specific obstacles are also examined as a mediator to provide more profound understanding of the phenomenon of glass ceiling. The study aims to contribute to the existing academic discourse while proffering pragmatic solutions for organizations aiming to redress these inequities. Methodologically, this study employs a quantitative approach, incorporating a survey administered to female employees across varying roles within the hospitality industry in New Zealand. Findings demonstrate negative impact of glass ceiling on female employees’ levels of work engagement and empowerment. Moreover, the study identifies gender-specific obstacles as mediating factors that amplify this negative correlation. Given the evidence collated, the study underscores the exigency of targeted interventions aimed at cultivating an inclusive and equitable work environment. Such an initiative is not merely an ethical prerogative but constitutes a business imperative, poised to enhance both employee well-being and organizational success within the hospitality sector. [ABSTRACT FROM AUTHOR]