Purpose: This study aims to investigate the conditions required for encouraging employees to engage in job crafting and examine the consequences of job crafting behavior. Job crafting is employees’ proactive behaviors at work associated with modifying tasks, managing social relations and...

Purpose: This study aims to investigate how individuals’ regulatory focus affects perceived value and consumption emotions and how differently perceived value and emotions influence the future behavioral intentions of ethnic restaurant customers. Design/methodology/approach: The proposed...

Purpose: This paper aims to study how the negative spiral of incivility from customers to employees happens by measuring the mediating effect of employees’ burnout. Moreover, it investigates how to mitigate the detrimental influences of customer incivility by assessing the moderating effect...

Purpose: This study aims to investigate the psychological mechanisms underlying hospitality employees’ social exchange relationships at work by applying the social aspects of work and the social exchange theory. Design/methodology/approach: MTurk was used for conducting a cross-sectional...

Purpose: This study aims to develop a measurement scale to assess generation Y China hotel employees’ workplace deviance and then investigate the effect of generation Y employees’ deep acting on workplace deviance by focusing on the mediating effect of emotional exhaustion and the...

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing,...

After achieving great success in developing international travel business, China’s tourism authorities, the local and international travel agencies and lodging companies are now diverting their attention to the untapped and big potential market of China’s domestic tourism business. By using...

Purpose – The purpose of this paper is to investigate the influence of competitive strategies and organizational structure on hotel performance and to explore whether organizational structure has a moderating effect on the relationship between competitive strategies and hotel performance....

Purpose – The study aims to provide an inventory of the existing English and Chinese research on service quality in China’s hospitality and tourism industry. The study aims to identify the reasons for the lack of research on service quality in China’s hospitality and tourism industry and...

Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction toward the hotel loyalty program benefits and the customer management relationship initiatives of individual hotels on the brand relationship quality (BRQ), i.e. their relationship quality with the...