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PurposeThe study aims to examine the effects of ulterior motives in peer and expert supplementary online hotel reviews on consumers' perceived deception, dissatisfaction, and its downstream effects on altruistic response and repurchase intentions. The research also examines the moderating role of hotel attribute performance on perceived deception and its consequents.Design/methodology/approachThis study used convenient non-probability sampling and collected data from 448 inbound tourists in China. It used partial least square structural equation modeling technique and SmartPLS 3.0 for analyzing the main and moderating effects of the variables.FindingsThe ulterior motives in peer and expert supplementary reviews significantly affect perceived deception, further leading to consumers' dissatisfaction and engagement in altruistic response. Noticeably, consumers' dissatisfaction is positively associated with repeat purchase intentions. Hotel attribute performance significantly moderates the relationship between the ulterior motives in supplementary reviews and consumers' perceived deception.Originality/valueThe study examines the key issue in online hotel reviews using the expectancy disconfirmation theory and identifies consumers' altruistic behavior because of their dissatisfaction, contributing to ethics and consumer behavior literature. Moreover, the research offers prolific implications for hotel and travel websites and hoteliers in the study context.

PurposeTo address critical research gaps in the extant literature, the present study develops a model that links language constraints in hotel attributes—core and facilitating––with consumers' offendedness (CO) and examines the consequent behavioral intentions of an offended consumer. For this purpose, it investigates (1) the role of language constraints in core and facilitating attributes in shaping CO, (2) how CO relates to adverse behavioral outcomes and (3) the moderating role of attribution of service failure (ASF) between language constraints and CO.Design/methodology/approachThe present research used convenience sampling and collected data from 398 inbound tourists in Beijing through a survey questionnaire. The study performs measurement and structural evaluation by employing Amos Graphics 24.0 and moderation analysis through IBM SPSS 25.0.FindingsThe study examines language constraints in China's hospitality context, which restricts its generalizability. However, it serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.Research limitations/implicationsThe study examines language constraints in Chinese hotels, which restrict its generalizability. It serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.Originality/valueFew studies validate communication barriers in service encounters in hotel services and apprehend related outcomes. The present study takes a unique initiative in the context of China and examines the role of language constraints in core and facilitating hotel attributes in service encounters at Chinese hotels. This study informs the Chinese hotel industry and international destination firms to understand the language constraints in service encounters to further their strategies to overcome threats and tap potential opportunities.

PurposeThe present study develops a conceptual model that shows how the manipulation attributes of word choice, sentence fluency, convention of meaning, and organization of sentence structure in online hotel reviews are connected to linguistic errors, such as spelling and grammar and argument errors, how such errors intensify the likelihood that messages will be misunderstood, and how these misunderstandings affect customers' responses.Design/methodology/approachA structured questionnaire was employed to collect data from 591 inbound tourists in Beijing, China. Data analysis was conducted using SPSS 25.0 and Amos Graphics 23.0. Descriptive analysis was performed to explain the sociodemographic characteristic of respondents. Structural equation modeling was performed to examine hypothesized relationships.FindingsResults demonstrate that manipulation attributes increase linguistic errors, and two linguistic errors have profound positive effects on customers' understanding of meaning, which influence their responses in the form of negative online ratings and low purchase intentions.Originality/valueThe study's findings contribute to the literature on hospitality, linguistics, and consumer behavior, and have managerial implications for online review websites, online travel agents, and hotel management. Research limitations lead to suggestions for future research for hospitality scholars.

PurposeThe present study unveils the service encounter barriers – interactional and instructional – faced by foreign consumers at food and beverage restaurants in China. It builds a conceptual framework and examines (1) how service encounter barriers create situational abnormality, (2) how situational abnormality engenders foreign consumers' felt discomfort that influences their revisit intentions and (3) how expectations disconfirmation moderates situational abnormality.Design/methodology/approachConvenience sampling using the survey method was employed to collect data from 517 foreign consumers – who stay in Beijing (China) – at food and beverage restaurants. The study used IBM SPSS 25.0 and Amos Graphics 24.0 to analyze the data and interpret results.FindingsFindings reveal that interactional and instructional barriers positively create situational abnormality, which ultimately leads to foreign consumers' felt discomfort and their negative revisit intentions. Expectations disconfirmation significantly aggravates situational abnormality as a moderator.Research limitations/implicationsThis study investigates foreign consumers' behavior at food and beverage restaurants in China and cautions its generalizability. It suggests corroborating the foreign consumers' behavioral intentions in the context of other countries to generalize the findings and unleash other factors additive to comprehend their behavior in the wake of restaurant industry.Originality/valueThe extant literature has not examined the service encounter barriers faced by foreign consumers at food and beverage restaurants in China. The present study, responding to the previous calls, incorporated the service encounter barriers and their downstream effects on foreign consumers' behavioral responses. By doing so, it adds value to the domestic food and beverage restaurants and service firms in China, in particular, and paves the way to understand the interactional and instructional barriers in the global context, in general, by engaging the foreign consumers.