Information and communication technologies in food services and restaurants: a systematic review

Purpose Information and communication technologies (ICTs) are a key player in the food services and restaurants sector; thus, the aim of this work consists in studying the previous research on ICTs in food services and restaurants in the context of tourism and hospitality through a systematic literature review. Design/methodology/approach The systematic literature review is performed on full papers published in journals included in the Journal Citation Report of the WoS in the category of Hospitality, Leisure, Sport and Tourism. A total of 165 articles from 28 journals are analyzed, following different criteria, such as the research methods, perspectives, statistical techniques, geographical focus, topics, technologies, authors and universities. Findings The restaurant sector is more and more based on the creation of experiences and ICTs, through their multiple possibilities, can undoubtedly contribute to adding value to the simple meal and create and recreate experiences to attract and retain customers who are increasingly sophisticated and hooked on ICTs. ICTs are basic for managers taking decision at the highest level in food services and restaurants, so ICTs should not be seen as a technical tool but as an essential element for top management. Research limitations/implications This paper examined articles from very well-known tourism and hospitality journals, leaving aside others as well as different publication formats such as books or papers presented at conferences. Originality/value A significant contribution made with this paper is the availability of a list of topics in the context of ICTs in food services and restaurants. These topics are classified into three areas (Consumers, Suppliers and Environment and Tendencies) that can serve as a future research framework. The paper also provides useful information to restaurant managers about ICTs, to researchers for their future projects and to academics for their courses.

The role of green HRM in driving hotels' green creativity

Purpose Employee green behavior can lead to a firm's green performance. However, green management research has not accorded adequate attention to the mechanism underlying green creativity. This study aims to investigate the influence of green human resource management (GHRM) practices on green creativity at both individual and collective levels. Design/methodology/approach Through a multisource, multiwave survey data obtained from employees of 3- to 5-star hotels in Kenya, the present study investigates how GHRM practices influence individual and collective green creativity. For the data analysis, we employed multilevel structural equation modeling using MPlus 7.2. Findings The study findings show that GHRM practices influence individual and collective green creativity. The proposed mediating role of the enablers of green culture (EGC) in these relationships was confirmed. Moreover, environmentally specific servant leadership moderated the relationships between GHRM and individual and collective green creativity. Research limitations/implications The study recommends that hotel management should embrace GHRM practices to nurture green creativity at the employee and team levels. The hotels management is further persuaded by the findings of this study to pay attention to the four EGC (leadership emphasis, message credibility, peer involvement and employee empowerment) which play a key role in enhancing green creativity among hotel employees. Practical implications The study recommends that hotel management should embrace GHRM practices to nurture green creativity at the employee and team levels. The hotels' management is further persuaded by the findings of this study to pay attention to the four EGC (leadership emphasis, message credibility, peer involvement and employee empowerment) which play a key role in enhancing green creativity among hotel employees. Originality/value We develop and propose an integrated conceptual framework by which hotels can deploy to nurture green creativity at individual and team levels. We anticipate that our study findings will elicit further research into the mechanisms that reveal the nexus between GHRM and other employee green performance outcomes in the hotel sector.

Impact of the length of stay at hotels on online reviews

Purpose The length of stay (LoS) is of major importance from the perspective of the management of tourist destinations. As tourists heavily rely on the online reviews of other travelers as a primary information source, this study aims to empirically examine how the LoS can influence the online reviews for hotels, with special emphasis on the textual review content. Design/methodology/approach This study analyzes online review data collected from Booking.com by using the Linguistic Inquiry and Word Count program to operationalize review depth, analytical thinking and the authenticity reflected in customer reviews. Based on the analyzed data, this study used a series of regression analyses to understand the impacts of the LoS on online reviews. Findings The author’s analysis found that a longer stay at a hotel causes consumers to be more likely to post online reviews that not only include a numerical rating as well as written content but also lengthier and more detailed descriptions of their hotel experiences. Further analysis found that the LoS at hotels causes systematic differences in the linguistic attributes of the review content. Specifically, consumers who stay longer tend to write reviews with more analytical information, resulting in consumers perceiving the online reviews as more authentic. Research limitations/implications Although the LoS has been considered a significant issue in tourism, studies examining the impact of different lengths of stay on consumers’ post-purchase behaviors are limited. In this light, the author’s findings demonstrate how the LoS can change the linguistic attributes of online reviews. It expands the body of knowledge of the LoS in tourism. Originality/value This study represents the first attempt to empirically examine and reveal how the different length of stay at a hotel systemically influences consumer review-posting behaviors.

A hotel stay for a respite from work? Examining recovery experience, rumination and well-being among hotel and bed-and-breakfast guests

Purpose This paper aims to examine the relationship among guests’ lodging recovery experience, work-related rumination, guest satisfaction and well-being, within the context of hotels and bed and breakfasts (B&Bs). Design/methodology/approach The sample included 823 Taiwanese full-time workers. The proposed relationships were tested using partial least square structural equation modeling, and the moderating effects of accommodation types were tested using multi-group analysis. Findings The research findings indicate that staying at a hotel or B&B provides a respite from work and reduces negative, repetitive thoughts about work issues (work-related rumination). These recovery effects then contribute to customer satisfaction and hedonic and eudaimonic well-being. Practical implications The findings indicate that practitioners need to develop products that could reduce customers’ negative emotional attachments to work and enhance the well-being of customers in a stressful society, which could ultimately contribute to promoting the public health of full-time workers. Originality/value To the best of the authors’ knowledge, this study is the first to examine the stress-recovery aspect of lodging experiences and their impacts on customer satisfaction and well-being. Further insights are demonstrated with the inclusion of work-related rumination.

The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload

Purpose Hospitableness lies in the center of hospitality services. With the infusion of artificial intelligence (AI) technology in the hospitality industry, managers are concerned about how AI influences service hospitableness. Previous research has examined the consequences of AI technology based on customers’ assessment while ignoring the key players in service hospitableness – frontline employees (FLEs). This study aims to reveal how AI technology empowers FLEs physically, mentally and emotionally, facilitating hospitableness provision. Design/methodology/approach As the starting point, the instrument for AI-enabled service attributes was designed based on previous literature, hotel FLE interviews, expert panel and a pilot survey, and then validated using survey data. After that, a paired supervisor-employee sample was recruited in 15 hotels, and 342 valid questionnaires covering the constructs were obtained. Findings Factor analyses and measurement model evaluation suggest that the four factors, including anthropomorphic, entertainment, functional and information attributes, explain the construct of AI-enabled service attributes well, with high reliability and validity. Additionally, anthropomorphic, functional and information attributes of AI technology have been found to enable FLEs physically, mentally and emotionally, which further lead to increased service hospitableness. The entertainment attributes do not significantly reduce physical and mental fatigue but lead to positive emotions of FLEs significantly. Additionally, psychological job demand moderates the effects of AI-enabled service attributes on physical fatigue. Practical implications Practical implications can be made for AI technology application and hospitableness provision, in terms of AI technology analysis, job design and employee workload management. Originality/value This research contributes to understanding AI-enabled service attributes and their consequences, extends the conservation of resources theory to AI application context and promotes the research on service hospitableness.

Is restaurant crowdfunding immune to the COVID-19 pandemic?

Purpose In 2020, the COVID-19 pandemic had a devastating impact on global health care and the economy. The restaurant industry has been especially hit hard by the statewide “stay-at-home” orders. To get back on track, many of these businesses need capital. A new and effective form of fundraising for business startups is crowdfunding (CF). However, there has been little research on the pandemic impact on CF. This study aims to fill this gap by investigating the pandemic-related impact on restaurant CF. Design/methodology/approach This study extracted all 2,686 restaurant CF projects in the USA from the Kickstarter platform from April 2010 to January 2021. By conducting descriptive analyses and multiple logistic regression models, this study examined the pandemic impact on CF success. Findings This study finds that, while controlling the effects of other determinants, businesses in the midst of the pandemic are more likely to be successfully funded than businesses unaffected by the pandemic. Findings also reveal that restaurant startups lowered their funding goals and posted more updates/comments/pledge levels during the pandemic, which made projects more likely to be selected as a “Project We Love” and increased the odds of funding success. However, mentioning COVID-19-related information or locating projects in “red zones” are not found to have any significant direct or moderating impact on the funding success. Research limitations/implications This study pioneers the research topic restaurant CF and attempts to raise the research attention of small- and medium-sized enterprises and entrepreneurial financing. Using quantitative methods, it provides a new perspective on pandemic-impact research. Social exchange theory is extended to the context of reward-based CF under crisis. Finally, to the best of the authors’ knowledge, this is the first investigation of the possible moderating effect of project location on the relationship between restaurant CF characteristics and success. Practical implications The findings of this study suggest restaurateurs to be confident about the fundraising of their startup business through reward-based CF, even when located within so-called pandemic red zones, and perform appropriate communication strategies while using the reward-based CF. Originality/value This study is one of the earliest to examine the main and moderating effects of the pandemic-related factors on business CF in the hospitality realm. The findings are reference for researchers and restaurateurs on fundraising in a crisis context.

Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Purpose This study aims to gain an understanding of hotel experiences during the pandemic by examining sentiments of guests posted online. Design/methodology/approach This paper incorporates the balance theory, in a dyadic system to analyze the ways in which guests were motivated to restore a position of balance during the unprecedented COVID-19 crisis. Qualitative content analysis was used to detect thematic patterns of hotel experiences based on examining online reviews shared by actual guests of two major hotel brands – one more closely associated with convenience-driven automation (high-tech) and the other known for providing more guest–employee interaction (high-touch). Findings The analysis of the reviews yielded six main themes: “purpose of visit,” “COVID safety concerns,” “technology adoption,” “COVID limitations,” “exceeded expectation” and “hospitality of staff.” Staff displaying a welcoming attitude was the main factor in creating a convivial experience for guests at both hotel brands, but the technology was not highlighted as much in guests’ reviews. Despite the pandemic, guests of both hotel brands had similar levels of enjoyment regarding their hotel experiences regardless of the high-touch or high-tech nature of the operations. Research limitations/implications User-generated content often reflects the opinions of those who are very satisfied or not satisfied at all. Different data collection techniques could be used to get a “big picture” view of the balance between high-touch and high-tech experiences. Practical implications The findings offer support to researchers and practitioners who advocate that high-touch and high-tech can indeed co-exist, and that these distinct service delivery modes do not have to be mutually exclusive. Originality/value This paper provides new trajectories that can broaden the approaches undertaken by hospitality/tourism scholars and practitioners based on user-generated content. This study is one of the first to adopt the lens of the balance theory, in a dyadic system, to investigate how guests may be psychologically motivated to balance their perceptions and expectations during a time of crisis.

Consumers’ lodging intentions during a pandemic: empirical insights for crisis management practices based on protection motivation theory and expectancy theory

Purpose Drawing on protection motivation theory (PMT) and expectancy theory, this study aims to investigate consumers’ lodging consumption intentions during a pandemic crisis. Design/methodology/approach The research survey was conducted during the ongoing COVID-19 pandemic (August, 2020) in the USA to investigate consumers’ lodging intentions amidst the pandemic crisis. PLS-SEM and multiple regression were conducted to explore answers to proposed research questions. Findings The research finds that, during the pandemic crisis, consumers’ lodging consumption intentions are subject to both their internal protection motivation evaluations and the external prevention practices implemented by the lodging facilities regardless of property types and travel purposes. Notably, the research finds that consumers are willing to make efforts and pay extra for a safe stay at lodging facilities. Research limitations/implications This research contributes to the literature regarding the applications of PMT and expectancy theory from a crisis management perspective, and it provides implications and guidelines to the crisis management practices in the lodging industry. Originality/value The current research examines the specific protection motivation appraisal factors and prevention practices significantly impacting consumers’ decisions in terms of willingness to stay at various lodging facilities (hotels and non-hotel homestay/short-term rental properties) for different purposes (business and leisure) and to pay premiums for a safe stay.

Why do hotel interns stay in the hospitality and tourism industry? An interactionist perspective of organizational socialization

Purpose Promoting interns’ organizational socialization has become an urgent concern for the hotel industry. Building on career construction theory, this study aims to use a time-lagged design to investigate the interrelationships among perceived organizational support (POS), psychological capital and organizational socialization and their consequent effects on interns’ intention to stay in the hotel industry. Design/methodology/approach Panel data were obtained in three waves from hotel interns from 21 upscale hotels located in 13 cities in China with a time lag of 10 weeks (N = 369). The structural equation modeling was used for data analysis. Findings POS has a significantly positive effect on interns' psychological capital. Additionally, both POS and psychological capital contribute to the intention to stay in the hotel industry through the mediation of organizational socialization. Practical implications Hotels should communicate with interns more explicitly, provide assistance programs to alleviate uncertainty and reward interns on their excellent service performance to improve POS. Moreover, setting up psychological capital programs and empowering interns to be involved in task development is beneficial for enhancing psychological capital. Hotels should also consider mentoring as a socialization approach. Further, career planning and counseling programs should be provided for interns’ long-term hospitality career development. Originality/value A time-lagged research method is adopted to provide a new approach to improve interns’ intention to stay in the hotel industry from the interactionist perspective. This study enriches research about psychological capital, POS and organizational socialization.

Beauty premium or beauty penalty in sharing accommodation situations based on lay theories

Purpose Limited research has paid attention to the physical attractiveness stereotype in peer-to-peer sharing accommodation settings. Since the high-risk situations in sharing accommodations, this paper aims to exam whether beauty premium is still relevant in peer-to-peer (P2P) accommodation. Design/methodology/approach The mixed method, including 2,506 secondary data analysis and two scenario experiments, is carried out to test the research framework. Findings The results show that both beauty premium and beauty penalty exist in the e-commerce context. Excessively high attractiveness and plain looking of hosts are likely to decrease consumers’ booking decision while moderately attractive hosts will stimulate more booking behaviors. Moreover, perceived trustworthiness mediates the effect of physical attractiveness on booking decision. Additionally, similarity between hosts and consumers plays a moderating role in the relationship between physical attractiveness and perceived trustworthiness. Research limitations/implications This study reveals the physical attractiveness stereotype effects in P2P accommodation and carry implications to P2P platforms and hosts for providing moderately attractive profile photos, enhancing trustworthiness and similarity between hosts and consumers. Further studies can investigate the robustness of the findings as well as more possible reasons for its occurrence. Originality/value The research provides a clearer understanding of physical attractiveness stereotype effect in peer-to-peer sharing accommodation platforms. Besides, the linkage between physical attractiveness and perceived trustworthiness is dynamic; a high host – consumer similarity weakens the negative impact of both excessively high attractiveness and plain looking on consumers’ perceived trustworthiness.