Purpose As artificial intelligence technology empowers service robots, they increasingly communicate with consumers in a human-like manner. This study aims to investigate the effect of service robots’ different conversational styles (competent conversational style vs. cute conversational style) on consumer service acceptance and demonstrate the moderating role of consumers’ technology anxiety. Des

House rules are essential for P2P accommodation hosts to regulate guest behavior and manage their properties; however, they can also represent a double-edged sword for guests. This research proposes to examine the joint effects of house rules from the perspective of human territoriality, and highlights two psychological mechanisms—uncertainty reduction and psychological reactance—that underline the

Purpose This study aims to investigate the impact of tour guides’ ethical behavior on tourist satisfaction, intention to revisit and to recommend and examine whether gender plays a moderating role in these relationships. Design/methodology/approach The study was conducted in the Cappadocia Destination in Turkiye. A total of 910 participants were included in the study. The partial least squares structural

Purpose Language barriers have always been obstacles to traveling abroad, making travelers less interested. This study aims to investigate how ChatGPT, as a translator, affects travelers’ behavioral intentions based on the perceived language barriers using the ChatGPT voice translation app. Design/methodology/approach A total of 531 responses were collected over a specific survey period using a cross-sectional

The unique culture of a society is often used as the basis for developing tourism. However, cultural research attached to society seems to only see it as a ‘package,’ not the main essence of that culture. In the context of a crisis, especially the Covid-19 pandemic, Balinese culture has developed into a tool for building resilient tourism. This assumption serves as the foundational premise for this

Career mobility is common among hospitality and tourism graduates, often moving from one industry to another (cross-industry career mobility). The current study aims to investigate motivations for cross-industry career mobility. Moreover, this study identifies transferrable skills and sources of such skills from college and work experiences. Although previous studies have advanced our understanding

Despite the huge progress toward fully autonomous vehicles, current models are limited to Level 3 autonomy due to technological constraints, making driver readiness necessary for manual intervention. Head-up displays (HUDs) enhanced with augmented reality (AR) technologies are being developed to improve safety and convenience by projecting essential information onto windshields, thereby minimizing

Ride-hailing platforms such as Didi, Uber, and Lyft have changed the travel industry. Promoting the passengers' trust in platform and customer citizenship behaviour (CCB) is both challenging and important. This study employed a mixed-methods design, consisting of 21 interviews and 351 online surveys, to develop and examine the trust-CCB model in the ride-hailing context. Our findings reveal that platforms

The upper echelons theory posits that a CEO’s cognitive and perceptual processes, as well as their values and experiences, influence their decision-making and, consequently, their strategic choices. In the complex love-hate relationship between hotels and online travel agencies, the topic of rate parity agreements is controversial and heated, wherein a CEO’s values, beliefs, and convictions potentially

Despite the importance of visual images in persuasion, visual effects have not gained needed attention in restaurant startup fundraising literature. Drawing on signaling theory, this study justified restaurant property images as an effective signal of startup quality. Based on service quality literature and entrepreneurship literature, this study further investigated how restaurant property visual

Road accidents globally have an 18 % fatality rate per 100,000 population, with significant regional variations, particularly affecting Africa. The increasing frequency of oil and gas tanker accidents in Nigeria exemplifies this trend, highlighting the need to explore the relationship between risk perception, driving task perception, and road safety attitudes among Nigerian oil and gas tanker drivers

Value of travel time (VOT) serves as a crucial metric for understanding the benefits of transport investments and policy initiatives. Despite numerous studies estimating the VOT for Autonomous Vehicles (AVs), consensus remains elusive, and the variability of the factors influencing AV VOT estimates has yet to be thoroughly explored. This study addresses these gaps through a meta-regression analysis

This paper focuses on the tour-based mode choice pattern of the post-secondary students of the Greater Toronto and Hamilton Area (GTHA). The data for this study was collected from a detailed online-based survey in the GTHA. Based on the survey data, the mode choice model for two-trip tours and three-trip tours is estimated using a dynamic discrete choice modeling approach. The model results capture

Although virtual influencer marketing is emerging in tourism, few studies have demonstrated the influence of using virtual influencers on brand personality and how to enhance their endorsement efficacy. Across five experimental studies (n = 1,914), findings show that virtual influencers are judged to be less sincere but more exciting than their human counterparts. Such perceptions transfer to the tourism

Given that employees’ pro-environmental behaviors (PEB) play a critical role in achieving sustainability goals, we utilized a mixed methods approach to explore the factors that may foster their PEBs. In view of the qualitative findings, we developed a conceptual model that examined green goal clarity as a mediator of the effects of green authentic and green servant leadership styles. The model investigated

Most cloud kitchens offer only basic services, leading to numerous problems in the service process that may cause customer dissatisfaction. Therefore, optimizing cloud kitchen services by identifying service barriers and risks is necessary. This study aims to identify the service barriers of cloud kitchens and develop a straightforward methodology to assess the risk of these barriers, considering the

This study examined the interaction effect of sustainable and conventional hotel experience on satisfaction in sustainable hotels. Using a hierarchical linear model, Study 1 analysed 60,725 Tripadvisor review comments from the ten highest-rated sustainable hotels in the USA, and Study 2 conducted a ‘2 × 2’ online experiment. Results empirically confirmed the positive impact of sustainable and conventional

Emojis in social media travel sharing are an effective tool for enhancing emotional expression or promoting semantic interpretation. However, the visual appeal of emojis as small icons remains uncertain. This study shows that using facial emojis in desirability travel sharing enhances tourists' visual attention and social media engagement. In contrast, using non-facial emojis in feasibility travel

While the significance of family travel in facilitating children's informal learning is widely recognized, current research overlooks how children learn during such journeys. This study adopts social cognitive theory (SCT) as its theoretical framework and conducts a narrative synthesis of the fragmented environmental, behavioural, and personal factors influencing children's learning processes in family

Multimodal integration is an important issue in public transport systems due to its influence on both passenger experience and overall network efficiency. In most countries in the global South, achieving integration is particularly problematic because of the informal nature of most public transport. Decentralised service planning and demand responsiveness lead to often uncoordinated, highly variable

Risk perception research plays a critical role in tourism studies, given its ability to shape the appeal and viability of destinations. There has been a surge in research on tourism risk perception and travel-related behaviors due to the pandemic. This context offers a unique opportunity to review and aggregate risk perception studies to identify behavior patterns and changes. Accordingly, this study

An increasing number of studies have emerged to analyze the growing phenomenon of women travelers and their active participation on social media, especially dedicated to its psychological aspects. However, its economic and entrepreneurial implications have been mostly neglected. The objective of this study is to develop a two-facet theoretical framework on how lay women travelers become entrepreneurial

Destination image is a crucial aspect of tourism research. Although extensively studied, recent research highlights the need to explore residents' views and non-visitors' perceptions of destinations. This study aims to address this gap by contrasting Resident Destination Image (RDI) with Tourist Destination Image (TDI) among non-visitors, using Uzbekistan as a case study. The research investigates

Service robots tackle labor shortages and improve customer experiences. While research has examined factors affecting robotic adoption, the impact of social crowdedness remains unexplored. Through a multi-experimental design, this study adopts a dual-role perspective to investigate how social crowdedness interacts with prominent robot-related factors (i.e., conversation initiation and personality)

Purpose Based on the stressor-detachment theory, this study aims to investigate the effect of daily customer mistreatment on proactive service performance and ego depletion, mediated by psychological detachment inhibition during the evening. Additionally, this study endeavors to investigate the dual moderating role of prosocial motivation. Design/methodology/approach A time-lagged, diary daily survey

Purpose This paper aims to present findings from a preliminary study aimed at investigating sustainability practices and managerial perceptions within European luxury tourism companies. The study addressed two key research questions: What is the present state of sustainability practices in the luxury tourism sector? What are the managers' perspectives and the prevailing trends in the adoption of sustainable

This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using

Utilizing the Value-Belief-Norm (VBN) theory and Environmental Commitment Theory (ECT) as foundational frameworks, the research introduces and tests the Personality-VBN-Commitment (PVC) model. Results indicate that individuals with a robust personal norm for sustainability are more inclined to engage in pro-environmental behaviors while traveling. Additionally, the study underscores the role of personality

Environmental, social, and governance (ESG) practices are garnering increased attention from hospitality companies, accompanied by a notable rise in awareness and expectations from key stakeholders. Nevertheless, research exploring how internal stakeholders perceive ESG initiatives and how such perceptions affect them is still scarce. This paper attempts to shed light on this area by analyzing 195

Service robots have emerged as powerful technological tools across various markets. Customer orientation and responsiveness to feedback, such as word of mouth (WOM), are critical factors in managerial decision-making. However, does WOM act as an angel or a devil? To address this question, the current study seeks to deepen our understanding of both positive and negative WOM regarding service robots

Liquor and wine heritage tourism has become increasingly popular. To improve our understanding of this phenomenon, this study developed a theoretical framework for this study by integrating the pre, mid- and postvisit stages on the basis of the stimulus‒organism‒response (SOR) model and brand equity theory. We conducted 60 in-depth interviews and received 618 survey responses, thus allowing us to develop

The global rise in mental disorders presents new challenges for tourism, an industry inadequately prepared to accommodate tourists with such conditions. Despite increasing scholarly interest in recent years, the study of tourists with mental disorders remains fragmented and underdeveloped. This work critically reviews 38 academic papers on this focal subject, published from 2004 to 2024, employing

Although perceived constraints represent a well-documented concept, little research has specifically addressed vulnerable populations with chronic diseases. This study is among the first in tourism to explore perceived constraints for tourists with chronic diseases. It uses dementia as an example and draws on qualitative and quantitative data. We developed and validated a five-factor, 38-item scale

The hospitality industry has undergone a comprehensive transformation with the infusion of artificial intelligence into its processes, but the employees’ adoption of artificial intelligence has been scantly studied. This systematic review comprises 80 empirical articles listed in the Scopus database that study hospitality employees as key participants, which were selected using the PRISMA approach

In the digital age, where extreme reviews capture the most attention, understanding their influence on consumer decision-making becomes crucial, particularly in the hospitality industry. This research examines consumers' perceptions of the helpfulness of extreme and exaggerated positive online hotel reviews. Specifically, we explore the role of consumer traits (buying impulsiveness and susceptibility

Given the dynamic nature of human behavioral decisions over time, a life course approach is adopted to understand the interdependencies among key events in different life domains including residence, occupation, and car ownership. Based on a combination of binomial logit and decision tree, intertwined relationships for all three domains have been confirmed with respect to a quasi-longitudinal dataset

Purpose This study aims to provide insights and guidance for future research on service robot acceptance in the tourism and hospitality (T&H) domain through a comprehensive literature review. Design/methodology/approach A total of 249 journal articles, retrieved from the Scopus and Web of Science databases, were reviewed using an inductive analysis method. Findings Since its emergence in 2008, the

This qualitative study scrutinises the role of depression in mediating air travellers' in-flight experiences. Depression can turn a travelling body into a docile object subject to others’ judgment. As a consequence, the vulnerable body may become less connected with its surroundings. Nevertheless, atmospheres are everywhere. Thus, depressed bodies may receive the atmospheric influence in aircraft cabins

Little is known about the hotel's response to increased legislation on the unethical practice of modern slavery in their operations and supply chains. We examine i) the extent, and quality, of the content of their disclosures and the managerial actions, ii) the communication efforts, through moral legitimacy appeals, and iii) the managerial and disclosure gaps influenced by the UK Modern Slavery Act

The analytical framework of the cognitive-affective-conative (CAC) model was utilized in this study to explore the cognitive and emotional responses of tourists to the historical places they visit. This approach considers how tourists perceive their ancestral place, how much they care about it, and how likely they are to return or recommend it to others. The relationships among perceived existential

This study seeks to explore how Dark Triad of psychopathy, Machiavellianism, and narcissism interact with consumers’ regulatory focus (prevention-focus and promotion-focus) to influence online cons...

Recently, Mobility as a Service (MaaS) has garnered increasing attention by integrating various modes of transportation to provide users with a unified travel solution. However, In multimodal transportation planning, we primarily face three challenges: Firstly, a multimodal travel network is constructed that covers multiple travel modes and is highly scalable. Secondly, the routing algorithm fully

Recent years have seen a rapid deployment of shared electric scooters (e-scooters), across hundreds of cities worldwide. Despite the global diffusion, most urban residents are still not using e-scooters, and they often bear the negative consequences of e- scooter deployment. This comparative study investigates the attitudes and characteristics of the e-scooter non-users in Helsinki, Finland and Tokyo

Purpose The purpose of this article is to analysis of the effects of green innovation ecosystem coopetition (cooperation and competition), environmental management practices (EMPs) and digital innovation (DI) on carbon footprint reduction. Design/methodology/approach To conduct the study, a questionnaire was administered to hotel managers from different regions of Brazil. Data were collected from 197

When women travel together, the social identity of the members creates group harmony, but disagreements over travel arrangements create intragroup conflict. This study draws on the self-categorization theory to examine the impact of group conflict and group harmony on female companion travel experiences and future female companion travel intentions. The study used both qualitative and quantitative

This paper presents a case study on the adoption of innovative features offered by a platform to partner firms in the tourism sector. These features are part of an innovation process that, if properly implemented, can improve platform's functionality while enriching client firms' and users' experiences. Our investigation sheds light on the characteristics of firms that are associated with the adoption

This study investigates the effect of gestalt food presentation on photo sharing intention by synthesizing a conceptual framework primarily based on the gestalt and dual coding theories. Study 1 found that gestalt grouping of food (gestalt vs. non-gestalt) influences visual appeal, and Study 2 revealed gestalt shape variation to impact photo sharing intention: females perceived a triangular grouping

Emotion is an important factor that affects driving behavior, and thus, drivers’ emotions are closely related to overall traffic safety. We investigated the emotional expressions of online car-hailing drivers under two driving conditions: with passenger(s) and without passenger(s). We recruited 16 male car-hailing drivers and collected a total of 91.5 h of data using non-contact equipment. We employed

While the pursuit of sustainable measures to arrest private vehicle usage and externalities continues, poor last-mile connectivity remains a major deterrent for choice riders (car owners) considering the use of public transport. The present study proposes an integrated Bike Taxi-Bus Service (BTBS) system as a solution to last-mile connectivity concerns and investigates the perception of choice riders

While tourists have traditionally used peer-to-peer platforms for accommodation and dining, they can now also access travel experiences through these platforms thanks to a new product: online travel experiences. With the emergence of this product, a fundamental understanding of its key attributes and their impact on user satisfaction is essential. However, such understanding has been rarely explored

Resident-tourist interaction is an effective way to achieve higher experiential value for tourists. However, little is known about the role of tourist emotion in the resident–tourist value co-creation (RVC) process. Grounded in emotion as social information theory, this study proposes a moderated mediation model and explores whether and how tourist gratitude expression promotes RVC. Based on survey

Purpose The issue of excessive carbon emissions continues to be a critical global challenge. As a prominent mode of transportation for long-distance travel, aircraft is widely acknowledged as a significant source of these emissions. Carbon offset initiatives function as ecological measures, helping to reduce the negative environmental impact. This study aims to explore how benefit appeals (BA) within

Although many studies reveal the effects of social media on destination choice or image, scant research investigates viewers' dynamic psychological nature induced by social media sources and contents. This study aims to fill that gap by examining the interaction effects of sources and landmark types on viewers' emotional and behavioral responses within the realm of social media-induced tourism. Utilizing

This paper explores issues women face in achieving leadership positions in the festivals sector, and their experiences of gender inequality. The setting is Edinburgh, the UK's leading festivals' tourism destination. Underpinned by feminist research, this study involved semi-structured interviews, including visual methods, with 33 women. Participants were employees or freelance workers in Edinburgh's

Superior safety is the main banner value of promoting autonomous vehicle (AV) technology, but it is difficult to responsibly claim it. The potential for AVs to reduce crash and injury risks would be overshadowed by technological limitations, regardless of their ability to mitigate or eliminate human error. This study aims to identify the key factors affecting crash severity by analyzing real-world

Purpose This study aims to examine key factors influencing hospitality employee turnover in a post-pandemic context, challenging conventional assumptions about the role of demographics and work-related factors in retention decisions. Design/methodology/approach The research adopted a comprehensive framework using the capability approach and geospatial data analysis, integrating social vulnerability

The transport network is a complex system that benefits from detailed data on user mobility. Analyzing user trajectories through clustering or classification methods can provide valuable insights into mobility patterns. Extracting transport modes from these trajectories using classification methods enhances the understanding of user mobility. The complexity of classification methods varies, with some

This study explores the effect of hotel employees' readiness for and acceptance of Artificial Intelligence (AI), on hotels’ adoption of AI, and its subsequent impact on achieving Sustainable Development Goals (SDGs), as well as impact on non-financial performance (NFP), within the U.S. independent hotel sector. A novel survey instrument was devised, validated and administered to 1600 employees in independent

Peer-to-peer (P2P) accommodation hosts exhibit diverse territorial behaviors in their interactions with guests. Combinations of these behaviors can distinctly affect guest experience. Using latent profile analysis, this paper identified subpopulations of P2P accommodation guests who share common perceptions of host territoriality. Results from three studies consistently revealed a trio of host territoriality