a b s t r a c tThis study developed and empirically tested a three-dimensional framework of organizational citizenship behavior (OCB) in the hotel industry. Using a social exchange perspective, the study expanded social exchange theory's emphasis on leader-member exchange to include coworker exchange and customer-employee exchange. The three types of social exchanges were tested as motivators for three types of OCB; organizational, interpersonal and customer. The findings support the distinctiveness of the three types of OCB and the importance of social exchanges as motivators for OCBs. This study contributes to the literature on OCB dimensionality in service organizations, as well as social exchange theory's application to discretionary performance in the hotel industry.

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Purpose The study aims to provide a critical review of the origin, development and process of sentiment analysis (SA) and a demonstration for hospitality researchers and students on how to perform SA using a sample study. Design/methodology/approach A critical review and sample case demonstration approach was applied. The sample study used Leximancer to perform SA using TripAdvisor review data. Findings A critical evaluation of the most popular SA tools was provided, highlighting their advantages and disadvantages. A step-by-step demonstration with data provided makes it possible for readers to learn this technique at own pace. Originality/value By providing a critical review of SA supported with a demonstration case study, this study makes a timely contribution for broader awareness and understanding, as well as the application of SA in hospitality.

Building customer loyalty is an important strategy for the success of fine-dining restaurants. Knowing individual customers' differences, especially the distinction between male and female customers in service quality and image perception, as well as satisfaction and loyalty formation, is crucial to attract and retain customers. This study examined the structural relationships among food quality, staff service quality, image, customer satisfaction, and loyalty in the context of fine-dining restaurants with a special focus on gender's moderating effects. The results showed that food quality and staff service quality both contributed to the customers' satisfaction and perceived image of the restaurant. Restaurant image and customer satisfaction explained a large variance in customer loyalty. Gender moderated five out of the six proposed relationships, which supported gender's moderating role in the context of fine-dining restaurants.

While the impact of organizational diversity on employees' work outcomes has received significant research attention, there is a dearth of literature in hospitality settings, particularly in Eastern cultures. Integrating the Social Identity Theory and diversity literature, this study, using data collected from 22 hotels in Taiwan, examined the relationship of perceived organizational diversity with Job Performance (JP), Organizational Citizenship Behaviours (OCB) and Turnover Intention. The results indicated that the level of diversity perceived by hotel employees, significantly influenced employees' JP and OCB. Ethnicity status also moderated the relationship between the perception of diversity levels and employee turnover intention. Specifically, a negative relationship between perceived diversity and turnover intention was observed among indigenous employees while a positive relationship was observed among non-indigenous employees.

The aim of this study was to explore whether Taiwanese hospitality workers’ gender moderates the relationship between perceived ethnic diversity levels within their workplace and work-related outcomes at an individual employee level. Data were collected from 371 employees across 26 hotels in Taiwan. The results supported mediation effects of job satisfaction and affective commitment on the relationship between perceived ethnic diversity and employees’ turnover intention. Gender moderated the relationships between perceived diversity and job satisfaction, affective commitment and the relationships between job satisfaction and turnover intention. This study highlights the importance of ethnic diversity impacts on employee work outcomes within Asian hospitality organizations, specifically in Taiwan.

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Despite the advancement of technology, hospitality education has made limited use of the virtual field trip. This study examined students' expectations and perceptions of quality features of a virtual field trip website in a second-year course within a hospitality degree. A quantitative research design was used and data were collected from 182 hospitality students at an Australian university. Descriptive analysis and Importance-Performance analysis were performed to analyze the data. The results revealed that overall students were satisfied with the quality of the learning experience they gained from using the website. Through Importance-Performance Analysis, the study also identified aspects of the website that need to be further improved. The study enriches the literature in electronic-learning and confirms the virtual field trip as an effective tool for supporting the practical components of hospitality education and improving students learning experience. To allow a similar approach to be applied to other courses within hospitality degrees, additional research is required to assess its effectiveness in terms of students' learning experience and educational outcomes.