Journal of Hospitality Marketing & Management, Volume 32, Issue 1 (2023)

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Journal of Hospitality Marketing & Management, Volume 32, Issue 1 (2023)

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Research Article

Article
What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments
Jie Wu & Narisa Zhao
Pages: 1-28
Published online: 12 Sep 2022
AbstractforWhat consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments | Full Text | References | PDF (5.2 MB) | EPUB
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Article
Responding to negative reviews? The interplay of management response strategy and service failure type
Saba Salehi-Esfahani, Edwin Torres & Nan Hua
Pages: 29-49
Published online: 14 Sep 2022
AbstractforResponding to negative reviews? The interplay of management response strategy and service failure type | Full Text | References | PDF (1.1 MB) | EPUB
  • 1132 Views
  • 3 CrossRef citations
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Article
The mediating role of organizational identification between corporate social responsibility dimensions and employee opportunistic behavior: Evidence from symmetric and asymmetric approach triangulation
Wen-Kuo Chen, Au Due Tang & Luu Trong Tuan
Pages: 50-74
Published online: 13 Sep 2022
AbstractforThe mediating role of organizational identification between corporate social responsibility dimensions and employee opportunistic behavior: Evidence from symmetric and asymmetric approach triangulation | Full Text | References | PDF (695.4 KB) | EPUB
  • 925 Views
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Article
Sexual orientation identity matters: Lesbian, Gay, and Bi-sexual customers’ perceptions of service encounters
Heejung Ro
Pages: 75-94
Published online: 21 Sep 2022
AbstractforSexual orientation identity matters: Lesbian, Gay, and Bi-sexual customers’ perceptions of service encounters | Full Text | References | PDF (509.1 KB) | EPUB
  • 509 Views
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Article
Do illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model
Lijing Zhao, Phillip M. Jolly & Shuming Zhao
Pages: 95-121
Published online: 19 Sep 2022
AbstractforDo illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model | Full Text | References | PDF (845.8 KB) | EPUB
  • 1002 Views
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Note

Note
Within-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry
Xinming Deng, Wenyun Qiu, Lingyun Zhang & Jiurui He
Pages: 122-149
Published online: 18 Oct 2022
AbstractforWithin-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry | Full Text | References | PDF (1.9 MB) | EPUB
  • 400 Views
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