Reframing Service Quality In Ai-Powered Hospitality Environments, Olena Ciftci

Journal of Global Hospitality and Tourism

The hospitality and tourism industry is experiencing a technological shift through the integration of artificial intelligence (AI), transforming both guest experiences and service operations. While AI offers hyper-personalization, efficiency, and scalability, it challenges traditional notions of service quality rooted in human interaction. This viewpoint explores the emerging concept of tech-augmented hospitality, where AI and human employees co-create guest experiences. The paper highlights key research directions for reconceptualizing service quality in the era of AI-enhanced hospitality. It argues for the development of new evaluative frameworks that encompass hybrid service models, cultural adaptability, inclusivity, and AI literacy.

Bridging The Digital Skills Gap: A Comparative Study Of Employability Readiness Among Tourism Students And Professionals In Malaysia, Asif Khurshid Mian, Fraz Arshed Butt, Omar Sajid

Journal of Global Hospitality and Tourism

The increasing digitalisation of the tourism industry has introduced new expectations for workforce competencies, particularly in developing economies like Malaysia. The present study investigates how three core digital competencies, i.e. digital literacy, platform/tool awareness, and technology readiness, influence employability readiness among two key groups including final-year tourism students and in-service professionals. Drawing on Human Capital Theory and the Technology Readiness Index, the research applies Partial Least Squares Structural Equation Modelling (PLS-SEM) to examine 350 responses collected through purposive sampling. Results confirm that all three competencies positively influence employability readiness, with platform/tool awareness exerting the strongest effect. Multi-group analysis reveals that …

Applying The Synergy Of Experience Accounting And Service Dominant Logic To Rank Customer Experiences In The Mainstream Cruising, Ganna Demydyuk, Mats Carlbäck

Journal of Global Hospitality and Tourism

This study analyzes how service-related experiences influence customer satisfaction and perceived value for money in the cruise industry. By integrating Service-Dominant Logic (S-D-L) and Experience Accounting (EA), it aims to support the development of customer-centric performance systems for managerial decision making in the all-inclusive hospitality sector. This is the first empirical study to merge data from three perspectives in service-for-service exchanges: customer review ratings from online platforms, ship-level operational characteristics, and financial metrics from corporate reports. This integrated approach allows for a holistic evaluation of the service ecosystem and cocreation of value onboard cruise ships. A quantitative analysis was conducted …

Can Human Engagement And Artificial Intelligence (Ai) Co-Exist In The Online Classroom?, Mimi Gough

ICHRIE Research Reports

Today’s academic environment is faced with a new predicament in trying to understand the implications of Artificial Intelligence (AI). Many online educators are asking “What do I need to know about AI as it applies to academics? How do I prepare my students for careers in the hospitality and tourism industry while trying to balance human engagement with AI? In its current form, AI has created apprehension among higher education stakeholders about developing policies, procedures and usage as they redesign curriculum that supports students who may use AI in their future careers. This manuscript, based on a 2024 ICHRIE Conference …

Enhancing Workforce Readiness In The Hospitality Industry: A Gender-Based Study Of Hospitality Business Students’ Internship Experiences, Kira Saroken, Yongwoo Nam, Benjamin Kim, Mi Ran Kim, Hala Sun, Troy Walker

ICHRIE Research Reports

Internships play a vital role in bridging the gap between academic knowledge and practical industry experience for hospitality business students. This study investigates the impact of internship experiences on workforce readiness, focusing on gender-based differences in perceived achievements and areas for improvement. Grounded in Experiential Learning Theory (ELT) and Work-Integrated Learning (WIL), the research examines how internships contribute to students’ career preparation. A survey of 373 students revealed that female students emphasized interpersonal and creative problem-solving skills, whereas male students highlighted technical expertise and leadership. These findings suggest that both educational institutions and the hospitality industry should tailor internship structures …

The Two Faces Of Airbnb Disruption: Licensed Accommodations Perspective On Contrasting Impacts On Community In Nova Scotia, Maria Matthews, Ioannis S. Pantelidis, Rodrigo Lucena

ICHRIE Research Reports

This paper examines the disruptive impact of Airbnb on urban and rural communities within the province of Nova Scotia, Canada, from a licensed accommodations perspective. Utilizing qualitative methods, this study gathers insights from general managers and owners in the licensed accommodation sector to understand similarities and differences in how Airbnb influences socioeconomic factors, housing markets, and community dynamics in both urban and rural settings. Overall, Airbnb's influence is double-edged, offering economic opportunities while simultaneously posing significant socioeconomic challenges. The findings underscore the need for nuanced policy approaches relating to Airbnb that balance economic growth with community well-being, ensuring sustainable development …

The Perception Of Hooliganism And Its Impact Among Naia Collegiate Soccer Players, Eric Street, Fred Cromartie, Steve S. Chen, Brandon Spradley

Findings in Sport, Hospitality, Entertainment, and Event Management

There have been multiple studies with regard to the different aspects of soccer hooliganism throughout the world. Most commonly, studies of hooliganism covered areas such as harassment, vandalism, fighting, theft, public intoxication, and crowd disorder revolving around the games of soccer in various countries. This phenomenon has been studied among the major four professional sports in the United States, yet there has been no extensive research on soccer “hooliganism” associated with Major League Soccer (MLS). This study examined the survey responses from 101 National Association of Intercollegiate Athletics (NAIA) soccer players to identify their perceptions on severity of hooliganism and …

Halal Labeling And Purchase Intentions: Insights From Gen-Z And Millennial Muslims Purchasing Imported Korean Foods, Muhammad J. Pratama, Imam Salehudin

International Journal of Islamic Economics and Business Sustainability

Purpose: This study examines the impact of halal labeling on the purchase intent of Korean food (K-food) imports among Indonesian Muslim millennials. It also explores how halal certification origins—Indonesian Ulama Council (MUI) vs. Korean Muslim Federation (KMF)—affect consumer perceptions and purchase decisions.

Design/methodology/approach: Using a sample of 370 respondents aged 18–42 who purchased K-food in the past year, this study employed Multi-Group Structural Equation Modeling (MG-SEM). Respondents were randomly assigned to groups exposed to different halal labeling stimuli to assess their impact on trust, brand attitude, and purchase intent.

Findings: Halal literacy and religious beliefs shape K-food purchases, mediated by …

From Farm To Table: Chefs’ Perspectives On Managing Local Food Procurement, Nick E. Johnston

Journal of the North American Management Society

This study examines the role of chefs in procuring locally sourced food and the challenges they face in managing this process within the foodservice industry. Through qualitative interviews with seven executive-level chefs from diverse foodservice operations in West Texas, the research explores their decision-making processes, attitudes toward local sourcing, and the logistical hurdles involved. Findings highlight that while chefs are highly motivated to use local products due to quality and sustainability benefits, they face significant challenges such as limited availability, inconsistent supplier networks, and distribution inefficiencies. Additionally, concerns about managing the cost and quality of local ingredients were prevalent, especially …

Breaking The Odds: A Gendered Analysis Of Women And Gambling Behaviors, Rowland Edet

UNLV Gaming Research & Review Journal

Gambling is increasingly recognized as a complex public health issue with wide-ranging implications for individuals, families, and communities. While traditionally male-dominated, recent shifts reveal a growing participation among women, facilitated by gender-specific gambling products, targeted marketing, and evolving societal norms. This paper critically examines the prevalence, motivations, and harms associated with gambling among women, drawing on theoretical perspectives such as social capital theory, cultural geography, and gender role theory. By synthesizing existing literature, this review highlights distinct gendered patterns in gambling behaviors, including the use of gambling as a coping mechanism for stress, isolation, and caregiving burdens, and the role …

Strategic Pricing In A Disrupted Hospitality Landscape: Asset Valuation, Competitive Behavior, And Consumer Preferences, Badr Badraoui

Theses and Dissertations

The lodging industry is experiencing profound disruption as short-term vacation rentals (STVRs) such as Airbnb increasingly compete with traditional hotels, reshaping competitive structures, consumer expectations, and pricing strategies. While prior research has examined the impact of STVRs on hotel performance metrics, significant gaps remain regarding how pricing resilience, competitive behaviors, and consumer perceptions evolve under these new conditions. In particular, little is known about how ADR-based valuation models withstand competitive pressure, how STVR hosts respond strategically to hotel pricing signals, and how consumers evaluate partitioned pricing structures across accommodation types. This dissertation addresses these gaps through three interconnected studies designed …

Play, Guide, Aspire: How Game Type And Trainer Involvement Shape Orientation Training Outcomes, Damla Sonmez

Theses and Dissertations

The use of gamification in orientation training has gained attention in organizational settings, yet questions remain regarding how different gamified training designs influence new employees’ emotional commitment, willingness to participate in future training, and long-term aspirations. Drawing on Stimulus–Organism–Response (SO-R) theory, Achievement Goal Theory, and Ecological Systems Theory, this dissertation investigates how game type (individual vs. team) and trainer involvement (active vs. passive) shape these outcomes.

Two experimental studies using vignette-based scenarios were conducted. Study 1 tested the direct effects of game type on emotional commitment and willingness to participate. Study 2 employed a 2 (game type) × 2 (trainer …

How Negative Accounting News Events, Voluntary Esg Assurance, And Assurance Provider Influence Consumer Purchasing Intentions, Clark Hampton, Macy Knutson, Adi Masli, Chad Stefaniak

Accountancy: Faculty Scholarship

Consumers are increasingly conscientious of societal and environmental impacts of their purchases, prompting companies to make environmental, social, and governance (ESG) claims and engage in voluntary ESG assurance. However, prior literature lacks insight into whether consumers consider negative accounting news events (e.g., error/irregularity restatements) and their effects on purchasing intentions. Using real world consumers of sustainable goods, we investigate how varying levels of negative accounting news events (i.e., error or irregularity restatements), the presence of ESG product-quality assurance (e.g., cage free egg certification), and the type of assurance provider (e.g., an accounting firm that also audits the financial statements, an …

Generative Artificial Intelligence In Hospitality And Tourism Marketing: Exploring Perceptions, Risks, And Benefits From A Managerial Standpoint, Faizan Ali, Usman Khan, Kashif Ali Khan

ICHRIE Research Reports

The rapid adoption of Generative Artificial Intelligence (GAI) is transforming hospitality and tourism marketing, offering both opportunities and challenges for industry professionals. This study explores the integration of GAI in the U.S. hospitality sector, focusing on its ethical, operational, and strategic implications. A mixed-methods approach was used, combining qualitative insights from 20 industry professionals with quantitative data from 163 participants. The findings reveal a dual perspective: while GAI enhances personalization, customer engagement, and operational efficiency, concerns remain regarding data privacy, customer trust, and ethical considerations. Despite these challenges, the high level of familiarity with GAI among participants suggests its growing …

Ai Avatars In Hospitality Employee Training: Transforming Learning Through Innovation, Eulanda A. Sanders, Nikol K. Lopez Llantuy, Li Jiang

ICHRIE Research Reports

The hospitality industry faces challenges in delivering consistent, engaging, and scalable training. Traditional training often fails to address cost, efficiency, and learner engagement. Organizations are turning to technologies like artificial intelligence (AI) to enhance employee development, including AI-driven avatars. Drawing on recent literature in microlearning, avatar-mediated education, and technological adoption models, this study examines the potential of AI avatars to personalize instruction, enhance accessibility, reduce costs, and enhance learning outcomes. Content analysis of fifteen YouTube videos reveals ten themes associated with the use of AI avatars in real-world hospitality settings. The report includes implementation guidelines for integrating AI avatars into …

Tourism Networks As A Mechanism For Degrowth: The Case Of The Burren Ecotourism Network In Ireland, Aisling Ward, Shirley Millar

Publications

This exploratory paper examines how a community-based ecotourism network can sustain a destination from an economic, environmental and social perspective while pertaining to a degrowth approach that measures success beyond the traditional economic variables of volume and revenue. It focuses on the Burren Eco-tourism Network (BEN) in the West of Ireland, a region known for its unique landscape and natural heritage. Nine qualitative in-depth interviews were completed using a community-based tourism case study methodology. Evidence of a degrowth mindset was littered throughout the research and this was verified through the voluntary nature surrounding its origins, the equal requirements, training and …

Evaluating Nanobubble-Enriched Water Treatments For Cleaning Stainless Steel Winery Tanks At The Gallo Winery Research Station In Livingston, California, Edgar Godoy-Garcia

Master's Theses

ABSTRACT

Evaluating nanobubble-enriched water treatments for cleaning stainless steel winery tanks at the Gallo winery research station in Livingston, California.

Edgar A. Godoy-Garcia

Sanitation of stainless steel wine storage tanks is a critical component of quality control in commercial winemaking operations. Ineffective cleaning can lead to microbial contamination, product spoilage, and safety concerns. Traditionally, wineries rely on manual scrubbing, chemical cleaning agents, and extensive water rinsing cycles to maintain sanitary tank conditions. However, these methods are resource-intensive and may pose risks to both workers and the environment due to chemical exposure and wastewater generation. In response to growing industry interest …

An Exploratory Study Of Household Alcohol Consumption From The Us Bureau Of Labor Statistics Consumer Expenditure Survey With A Focus On Market Conditions And Regulatory Structures, Mayya Makarycheva

Dissertations, Theses, and Capstone Projects

Alcohol consumption and use is not just a harmful behavior or a potential recreational activity, but it also may form a way of self-identification.

Each type of beverage apparently has their own profile of dedicated drinkers. Those drinkers are also apparently loyal to the location of purchase. However, one may also consider whether consumption in one location is a predictor of consumption in the other location. This distinct tendency highlights the intricacy of consumption patterns, as on-premise and off-premise consumption simultaneously serve as complements and substitutes in the long run in terms of both location and type of beverage.

The …

Factors Influencing Customers' Green Purchase Behavior: Ten Years Of Literature With Special Focus On Green Restaurants, Ibrahim Mahmoud Darwish, Ayman Mahmoud Bazzi, Alaaeldine Abbass Ali

BAU Journal - Creative Sustainable Development

This study aims to review the literature for ten years, from 2010 to 2019, related to customers' green purchase behavior by shedding light on the factors influencing it and the main predictors of green behavior in the restaurant industry. A systematic review of 38 articles published within ten years, “2010 to 2019” was performed, and the reviewed studies were classified depending on electronic databases. The sample was clustered according to the two main topics: customers' green purchase behavior toward restaurants and customers' perceptions toward green product consumption. The findings were analyzed based on descriptive and topic analysis. 90% of the …

Leveraging College Men’S Sports Betting Experiences To Inform Responsible Gambling: A Focus Group Study, Chance V. Dow, Matthew D. Andersland, Emily A. Velandia, Rory A. Pfund, James P. Whelan

UNLV Gaming Research & Review Journal

College students are especially vulnerable to the harms associated with sports betting. Responsible Gambling (RG) strategies aim to mitigate these harms. However, research on the relevance and adoption of RG strategies among college students is limited and lacks insight from consumer experiences. The current study conducted a qualitative investigation to examine the experiences of college men who sports bet to provide guidance on how these experiences can subsequently inform RG. Three online focus groups with college men who sports bet (n = 12) were conducted using a semi-structured interview guide. Discussions were recorded, transcribed, and analyzed using an open …