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Based on imprinting theory and episodic future thinking, this paper aims to study how CEOs’ attributes and experiences inform innovation in tourism and hospitality businesses. It also explores ways to quantify innovation in this sector.

The authors quantitatively analysed innovation in tourism and hospitality using extensive data from companies’ annual reports. They further adopted multivariate regression to test how CEOs’ experience affects enterprise innovation.

Results demonstrate that CEOs’ academic education and rich work experience can promote corporate innovation. The authors also identified a mediating role of the tone of narrative disclosure in annual reports between CEOs’ academic education and corporate innovation. The imprinting effects of career experience and educational experience appear both independent and interactive.

CEOs are more inclined to engage in corporate innovation when influenced by the combined imprinting effects of strategic management training and work experience. Additionally, leaders should consider how communication styles indirectly influence innovation activities.

This paper introduces an integrated perspective that blends imprinting theory and episodic future thinking to bridge knowledge gaps regarding the interaction of CEOs’ past experiences. This work enhances understanding of how CEOs’ imprinted experiences, together with their capacity for envisioning future scenarios, can drive corporate innovation.

Why would a hospitality or tourism enterprise’s talent program backfire to demotivate interns from engaging in their jobs? This study aim to synthesize theoretical strands from the self-determination theory, person–environment fit theory and conservation of resources theory to investigate the predictors of perceived person–job fit and how such a fit causes changes in interns’ job motivation over time.

A four-wave longitudinal study was conducted. The four waves of data obtained from over 251 interns in China were analyzed using latent growth curve modeling.

The findings demonstrate that abusive co-worker treatment moderated the impact of perceived negative social status and perceived overqualification on perceived person–job fit. Moreover, perceived person–job fit is a significant predictor of the initial level of job motivation and flattens the decrease in job motivation over time. These findings demonstrate that interns’ job motivation generally decreased over time, and perceived person–job fit may help dampen the change trajectory of job motivation.

This study contributes to the practice of education and organizations in hospitality and tourism management by advocating for better interventions to improve interns’ work experience and motivations. Also, organizations can create team-building opportunities and promote teamwork that contributes to the formation of cohesive relationships and improve personal bonding.

This longitudinal inquiry conducted in China underscores the perils of hospitality/tourism internship by synthesizing a framework based on the theoretical strands germane to person–environment fit, resource conservation and self-determination. It uncovers the dark side of internship – not only due to mismanaged internship experience, but also because it could backfire to create a demotivational spiral that may ultimately drive potential talents away from hospitality/tourism organizations and industry.

This study aims to provide researchers in hospitality management with a comprehensive understanding of the experience sampling method (ESM) and to engage them in the use of ESM in their future research. With this critical discussion of the advantages and challenges of the method, researchers can apply it appropriately to deepen and broaden their research findings.

This study chooses an empirical example in the context of hotel employees’ surface acting, tiredness and sleep quality to illustrate the application of ESM. Based on the example, this paper conducts a two-level modeling in Mplus, including a cross-level mediation analysis and mean centering.

This paper demonstrates the applicability and usefulness of ESM for hospitality research and provides a detailed demonstration of how to use the statistical program Mplus to analyze ESM data. With this paper, researchers will be able to consider how to engage ESM in their future studies.

To the best of the authors‘ knowledge, this paper is among the first to provide a hands-on demonstration of ESM to hospitality researchers. The authors call for more research in hospitality management to use ESM to answer complex and pressing research questions.

The use of artificial intelligence (AI) in the workplace is on the rise. To help advance research in this area, the authors synthesise the academic research and develop research propositions on the antecedents and consequences of AI adoption and application in the workplace to guide future research. The authors also present AI research in the socio-technical system context to provide a springboard for new research to fill the knowledge gap of the adoption and application of AI in the workplace.

This paper summarises the existing literature and builds a theoretically grounded conceptual framework on the socio-technical system theory that captures the essence of the impact of AI in the workplace.

The antecedents of AI adoption and application include personnel subsystem, technical subsystem, organisational structure subsystem and environmental factors. The consequences of AI adoption and application include individual, organisational and employment-related outcomes.

A research agenda is provided to identify and discuss future research that comprises not only insightful theoretical contributions but also practical implications. A greater understanding of AI adoption from socio-technical system perspective will enable managers and practitioners to develop effective AI adoption strategies, enhance employees' work experience and achieve competitive advantage for organisations.

Drawing on the socio-technical system theory, the proposed conceptual framework provides a comprehensive understanding of the antecedents and consequences of AI adoption and application in the work environment. The authors discuss the main contributions to theory and practice, along with potential future research directions of AI in the workplace related to three key themes at the individual, organisational and employment level.

This paper aims to provide researchers and practitioners with an understanding of abusive supervision in the context of hospitality. It seeks to conduct a comprehensive review of the area and offer recommendations for future research by exploring the antecedents, consequences, mechanisms and designs of research on abusive supervision.

Content analysis was conducted to review and analyze studies on abusive supervision in the context of hospitality. Previous studies were searched in the EBSCO, Scopus, Web of Science and Google Scholar electronic databases.

In total, 36 referred articles related to abusive supervision in hospitality were reviewed across four key areas, namely, antecedents, consequences, mechanisms and research design. After reviewing the research on abusive supervision in the context of hospitality, this paper offers future research directions with respect to research focus and research design.

This paper only included English articles from peer-reviewed journals on abusive supervision. The number of reviewed articles was relatively small. This limitation may have arisen because abusive supervision is a new research field and is still a sensitive topic.

The results of this study may encourage managers to minimize or even halt abusive supervision. From an organizational perspective, formal policies may be developed to regularize supervisors’ behavior. In turn, employees could use this paper to learn further about abusive behavior and how to handle it effectively.

The review highlighted the negative consequences of abusive supervision. Managers should urgently realize the seriousness of abusive supervision and develop effective policies to minimize its negative effect.

This paper contributes to the emerging literature on abusive supervision in the context of hospitality by identifying key research trends and framing the outlines of empirical studies. It identifies research gaps, and as the first review of abusive supervision in hospitality, it may encourage researchers to explore the topic on the basis of the characteristics of the sector and offer suggestions for future research.

The purpose of this paper is to investigate the impact of service providers’ attractiveness in service jobs and examine the underlying psychological mechanisms that may explain consumers’ different attitudes and potential behavior.

An experimental design was used in this paper. Study 1 used a scenario depicting a front-desk agent performing check-in procedures and Study 2 used a scenario depicting a restaurant server. Data were analyzed using Hayes’ (2013) PROCESS macro.

Study 1 demonstrated the mediating effect of perceived interpersonal skills in the relations between front desk agent attractiveness and participant positive word-of-mouth and service satisfaction. Study 2 reaffirmed this finding and showed that the attractiveness of servers positively impacted participants’ perceptions of the servers’ interpersonal skill and participants’ tipping behavior. Furthermore, the relation between attractiveness and interpersonal skills was moderated by servers’ genders and participants’ levels of self-esteem, such that the effect was stronger in response to female servers for participants with relatively low self-esteem. In addition, the effect of the three-way interaction among server gender, server’s level of attractiveness, and participant’s level of self-esteem on tipping was mediated by participant’s perceived interpersonal skills.

This paper investigated the under-researched constructs of participants’ self-esteem and service providers’ gender and their moderating roles within the service context. These results suggest that responses to service providers can be impacted by the attractiveness and gender of the provider and customers’ self-esteems, despite equivalent objective performance of the provider.

This paper aims to introduce latent growth curve modeling (LGCM) as a statistical technique to analyze repeated measures of longitudinal data to researchers in hospitality management.

First, the basics and extensions of LGCM are explained. Second, this paper reviews three existing empirical hospitality research studies that could have benefitted from LGCM but did not use this methodology. Third, this paper provides an overview of two specific illustrative examples of how the current authors have already used LGCM for hospitality research.

Based on explaining the basics of LGCM, delineating two examples using LGCM method and presenting new research avenues that would use LGCM to advance theoretical knowledge, this paper shows how LGCM represents a leap forward in the promotion of more rigorous research in hospitality management.

This paper is the first in hospitality to call for research based on LGCM and provide hands-on demonstrations and an agenda for this methodology.

Using the Delphi technique, this paper aims to investigate how human resource experts perceive service robots will impact leadership and human resource management in the hospitality industry.

A three-stage Delphi study with hotel industry human resource experts was conducted to identify the key trends and major challenges that will emerge in the next ten years and how leaders should deal with the challenges brought about by service robot technologies.

The results show that while service robots are anticipated to increase efficiency and productivity of hotel activities, they may also pose challenges such as high costs, skill deficits and significant changes to the organizational structure and culture of hotels. Therefore, the anticipated applications and integration of robotic technology will require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience and to nurture a work environment that embraces open-mindedness and change.

This is the first type of study to examine hospitality leadership and human resource management in the context of robotized hotels. This study has taken an important step to understand the leadership role in robotized hotels from a human resource perspective and brings clarity as to how robotic technology can influence leadership in the future workplace.

This paper aims to provide a critical reflection on diversity and inclusion research from the hospitality and tourism literature.

Through conducting a critical reflection, this paper used a thematic analysis focused on integrating the scholarly literature that has developed separately: one focusing on the human resources perspective and another concentrating on customer behavior. This critical reflection bridges the gap between these two perspectives.

The authors develop and offer a research agenda for future research drawing from three areas ripe for future research: human resources management, diversity resistance and marketing. They focus on theory-driven research that has practical applications to make hospitality and tourism more inclusive for both the workforce and consumers.

Meaningful research must be translated into practice, and by addressing these research gaps, organizations can gain insights into diverse worker and customer experiences and create more effective diversity initiatives.

The current literature often lacks an integrated approach that bridges the gap between the two reviewed perspectives: the human resources management and marketing perspectives. A holistic understanding of diversity and inclusion is vital, as it recognizes the interconnectedness between employees and customers within the context of the hospitality and tourism sector is important for several reasons.

Many hospitality organizations see the benefits of engaging in corporate social responsibility (CSR), which can take many forms. This study aims to examine one relatively unique form of CSR: hiring individuals experiencing houselessness. This research aimed to investigate the impact of hiring individuals experiencing houselessness on customers’ behavioral intentions, attitudes toward an organization and perceptions of CSR actions.

Across two experiments, this study investigated the impact of employing individuals experiencing houselessness on customers’ perceptions of the employee and organization using organizational legitimacy theory.

Results demonstrate that employees known to be houseless elicited more positive employee and organizational perceptions from the customers, mediated by CSR perceptions. In addition, the gender of the employees or the quality of the organization did not impact these findings.

Hospitality and tourism organizations should consider using available resources or tax benefits to make a deliberate effort to employ those experiencing houselessness.

Using organizational legitimacy theory, this study examines CSR perceptions as a potential explanatory mechanism between houselessness and customers’ reactions.