Purpose This study aims to examine the relationship between metaverse usage motivations and metaverse behavioral intention through Self-Determination Theory. Design/methodology/approach This study analyzed a sample of 501 South Korean individuals aged 18 and older who had prior experience using the metaverse, using a moderated mediation model. Findings The results indicate a significant direct effect

Purpose This study aims to compare the influence of user-generated content and mainstream media on the formation of hot springs tourists’ cognitive and affective destination image and, secondly, how these image formations impact travellers’ satisfaction and loyalty. Design/methodology/approach Data were collected from 575 international tourists who visited hot spring destinations. The non-probability

Purpose This study aims to investigate how the frame orientation format and visual content of tourism short videos interact to influence tourists’ travel intention. Design/methodology/approach Two scenario-based experiments were designed and conducted through Credamo. The researchers enrolled 187 participants for Study 1 using convenience sampling, measuring the impact of video frame orientation and

Creative tourism provides a novel, diversified, and meaningful experience to tourists. It is distinctive due to the active participation of tourists in activities. Destination managers often lack awareness of the complex relationship between creative activities and the role of creative industries, which is crucial for tourism development. Limited studies have explored the dynamics between creative

Purpose Although artificial intelligence (AI) is an essential component of hospitality in the technological empowerment era, AI’s effectiveness as an attraction in this context remains unclear. Grounded in Herzberg’s motivation theory and complexity theory, this study aims to explore configurational paths whereby combinations of qualities lead to success for different types of AI-themed hotels. De

In the recent development of recruitment research in the hospitality industry, the need to assess the job attributes, signal of gender diversity, perception of potential employees about the organization, and assessment of hiring outcomes has gained immense interest. Across three experimental studies, this paper examines the to-and-fro interactive recruitment process with generative AI assistance in

This paper utilizes the deep learning model based on BERT-BiLSTM-CRF in combination with the econometric model to examine how hotel customers’ complaints toward diverse service attributes contribute to their overall satisfaction. With our model, seven types of customer complaints, including service, facility, cleanliness, price, location, dining, and noise, can be automatically identified from hotel

This work offers a firm perspective on the travel influencer (TI) literature by investigating how employees evaluate TI threat-framed requests. Drawing on three experimental studies with employees in the hotel industry, we provide insights into how they process and respond to different forms of TI requests. Study 1 shows that employees are less likely to accept the TI's request for collaboration when

Destination Marketing Organizations (DMOs) need to plan and execute their online communications effectively and must also endeavor to manage all the information posted online by users about the destination—electronic word-of-mouth (eWOM). The present study approaches this challenge by examining the effect of the degree of congruence (high vs. low) between the messages conveyed via different social

Efficiently identifying the attractive marketing cues remains a persistent challenge for destination marketers. To address this issue, this research proposes a cue identification procedure that integrates an objective identifying instrument (heart rate) and a close-looped identifying logic. This logic is designed to establish both sufficient and necessary conditions for reliable detection of marketing

Building on recent developments in job demands-resources (JD-R) theory, we investigate how high-performance work systems (HPWS) are related to both the motivational and health impairment processes. Concretely, we examine the relationship between HPWS and employees’ burnout and quality of life (QoL) through its link with challenge and hindrance job demands. To do so, 417 hospitality and tourism employees

Tourism gentrification has entered a new phase after the rise of short-term renting platforms. Despite many studies on these platform ecosystems, our understanding of gentrification and displacement at low tourist-density destinations remains limited. This study adapts Marcuse’s displacement framework to investigate the intricacies and dynamics of displacements induced by Airbnbification in Fiji. Data

This study examined the mechanisms and conditions under which host territorial behavior stimulates deviant tourist behavior. Drawing on compensatory control theory, the present study argues that sense of control is likely to act as a mediator between host territorial behavior and deviant tourist behavior, whereas interpersonal sensitivity moderates the association between host territorial behavior

Although artificial intelligence (AI) has shown a crucial role in the digital transformation of hospitality businesses, our understanding of AI influence on employee performance outcomes has yet to be developed. We draw on self-determination theory (SDT) and aim to investigate when and how AI disruption threat influences employees’ service performance and innovative work behavior. Across a two-wave

As hospitality enters the metaverse era, artificial empathy becomes essential for developing of artificial intelligence (AI) agents. Using the empathy cycle model, computational empathy frameworks and interdisciplinary research, this conceptual paper proposes a model explaining how artificial empathy will evolve in the hospitality metaverse era. The paper also addresses customer empathy and responses

For the time being, there are limited contributions that explore responsible food and beverage operations and their corporate environmental, social and governance (ESG) disclosures. This research addresses these knowledge gaps. Its underlying objectives are threefold: Firstly, it raises awareness on different phases of food preparation and consumption; Secondly, it elaborates about sustainability accounting

This research examines the convergence of self-perception, tourism management, and social movements among Iranian women. This case study centers on Iranian women's transforming self-perception as tourism managers amidst the country's recent social movement, internationally known by “Women, Life, Freedom”, revolving around women's rights. Qualitative methods were employed to gain deep insights into

This study explores the factors influencing tourist citizenship behavior (TCB) at destinations—voluntary actions by tourists that support the destination's well-being. Grounded in social exchange and equity theories, it examines individual traits (prosocial disposition) and destination factors (perceived justice) as drivers of TCB, along with its effect on tourists' patronage intentions. Two structural

Many traffic deaths and injuries are related to speeding. Thus, establishing speed limits and enforcing them are fundamental measures for promoting safe traffic. It is known that automatic speed enforcement, in particular, the average speed enforcement, effectively counters excessive speeds. In Brazil, only on site inspection of speed is regulated. Thus, testing the effectiveness of other countermeasures

Purpose Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper aims to explore the optimal way to utilize chatbots in handling customer complaints for service failure recovery and the moderating role of humor. Design/methodology/approach Two scenario-based between-subjects experimental

Food waste is a major societal challenge, and hospitality and foodservice organisations make a significant contribution to its occurrence. Although research on food waste in these organisations is emerging, there remains a limited understanding of the underlying reasons behind managerial inaction on its mitigation. This mixed methods study employs neutralization theory, specifically the concept of

To improve the energy efficiency and reduce emissions of motor vehicles, this study tests and compares five machine learning algorithms in conjunction with three sets of feature indicators to establish an assessment model for the ecological nature of lane-changing behavior. The model combining the Extreme Gradient Boosting (XGBoost) algorithm and the Trend Feature Symbolic Aggregate Approximation (TFSAX)

This study uses the Split Metropolitan Area as a case study to explore the intersection of sustainability and resilience within cultural tourism, specifically through the lens of Living Labs (LL). Through qualitative research involving stakeholder focus groups, this study investigates how cultural tourism can adapt and thrive in post-crisis recovery scenarios. The research highlights the complexities

Sustainability strategies have called for dense and accessible neighborhood designs to facilitate convenient access to desirable destinations for all, with a particular attention to transportation-disadvantaged populations such as older adults (aged 65 and older). However, few studies have examined and compared whether compact designs could help address the mobility needs of older people in automobile-

In the digital platform landscape, hotels, as complementors, unavoidably participate in dynamic coopetition. Prior work on dynamic coopetition has primarily focused on the role of platform owners, who command considerable power in orchestrating coopetitive dynamics. However, the way in which power-disadvantaged complementors engage in such coopetition has been neglected. Through a qualitative multiple-case

Night tourscape is vital in attracting tourist interest and shaping their experience, which affects the vitality and sustainability of night tourism. Nonetheless, how to measure night tourscape remains unclear. This study thus used mixed research methods to develop a measurement scale of night tourscape. Results confirmed a night tourscape measurement scale with 19 items and four dimensions: spatial

Purpose The purpose of this study is to examine online comments on destination social responsibility (DSR). Typically, visitors do not discuss their experiences in terms explicitly related to DSR. This study analyzes the natural language that visitors use and identifies connections to the dimensions of DSR (i.e. environmental, sociocultural and economic responsibility). The research objectives are

This paper analyzes the impact of corporate culture on hotel financial stability. We conduct textual analysis on 10-K reports of 47 US-listed hotel firms from 2000 to 2021 to quantify four corporate culture dimensions in the Competing Values Framework – Control, Collaborate, Compete, and Create. The results suggest that hotel firms whose cultures focus on individuality and flexible organizational structure

People with disabilities still encounter many hurdles when traveling. This study aims at identifying the factors hindering the development of accessibility in tourist destinations. To this end, we developed a stakeholder analysis using the Spanish Costa Blanca as a case study. Employing a qualitative approach, insights from accessible tourism stakeholders were gathered. Data was collected through 83

The rapid technological development of Artificial Intelligence (AI) in the hospitality industry significantly influences the mental health of hospitality workers. Based on the transactional theory of stress and coping (TTSC), we examined how AI awareness among hospitality workers may influence their mental health symptoms (e.g. depression and anxiety as measured by the PHQ-4). We collected data from

This research employs a serial mediation model to explore how different levels of human-robot collaboration, apology styles, and emotional responses affect customer intentions after a service failure, based on a scenario-based experiment with 311 participants, analyzed using MANCOVA and PROCESS Macro Model 6. Our findings reveal that human-robot collaboration configurations where robots play a significant

Bike and e-scooter sharing schemes are an emerging addition to modern urban mobility systems. The research aims to identify the mobility and sociodemographic user profile of bike and e-scooter sharing and understand the key determinants of people’s intention to use these modes in the future.To consider the effect of local context on shared micromobility usage, the study exploited survey data (N = 

Purpose Despite the growing interest in micro-celebrities in destination marketing, their role in transferring cognitive, emotional and behavioral outcomes to destination psychological ownership (DPO) is underexplored. This study aims to address this void by investigating how the perceived characteristics of micro-celebrities influence travel intentions through interactive engagement, perceived information

Implicit racial bias, a type of unconscious bias that accelerates one's decision-making, is critically prevalent on peer-to-peer marketplaces like Airbnb because one's race is easily identifiable through the profiles that people share online. Although implicit racial bias can occur in both directions between guests and hosts during the transactional process, where either party may be treated unfairly

Encouraging consumers to pay a premium for environmentally friendly food packaging is vital. This study examines consumers’ willingness to pay a premium for environmentally friendly (reusable and sustainable) compared to single-use plastics (conventional) off-premises food packaging. Using the stimulus-organism-response theory, two experimental studies were conducted. Study 1 shows the direct influence

Research on consumer behavior regarding luxury hospitality products has long been an important topic in the marketing field. Customers' perceptions of luxury products' value and experience with them have been identified as critical consumption factors affecting purchase intention. Therefore, this study was to find how luxury value and hotel experience factors apply to people’s luxury purchase desires

Although human-robot collaboration (HRC) is increasingly becoming prevalent in the service industry, the impact of HRC on the employees’ work outcomes has been relatively underexplored. Drawing upon the conservation of resources theory, we aim to examine whether, how, and when HRC can enhance service performance of frontline employees (FLEs). To this end, we conducted an experimental study (Study 1)

This study investigates the impacts of the source of hotel review summary (AI-generated vs. human-generated) on customers' trust, information processing, and booking intentions through three scenario-based experiments involving 764 participants. Study 1 reveals that human-generated (vs. AI-generated) summaries lead to a higher level of trust, which boosts booking intentions. Study 2 finds that with

The research examines a conceptual approach to proactive, resilient, and cooperative initiatives to develop destination resilience. This approach addresses internal factors of tourism service production as objects of resilient cooperation. The framework for tourism cooperative networks for co-creating value in the destination is elaborated theoretically and confirmed by experts. The synthesis of corporate

Hospitality employees play a crucial role in food waste prevention, yet there is little understanding of how employees can influence the way food waste is thought about and dealt with within their workplace. To address this gap, we conducted semi-structured interviews with 23 UK hospitality actors, including frontline employees, managers and business owners to understand how they influence others,

In recent years, robot services are prevalent in the hotel industry. Hotels face the practical challenge of deciding whether or not providing robot services. To cater to this challenge, we consider two competing hotels, and develop four theoretical models to explore their optimal robot adoption decisions. First, we utilize the Hotelling game to portray the utility functions of different types of consumers

Organizations often seek ways to motivate their employees to make positive contributions. Drawing on the proactive motivational model and social information processing (SIP) theory, this study aims to explore the effects of hotel employees’ emotional energy on supportive and constructive voice and the moderating role of psychological safety climate. The proposed model was tested using data collected

Historical museums, as key destinations in heritage tourism, are increasingly embracing augmented reality (AR) as a potent tool increasing visitor satisfaction, a crucial factor for successful destination management and marketing. However, the impact of AR utilization on the mental processes of visitors during their engagement with historical representations, along with its subsequent impact on visitor

Marginalisation in tourism is a prevailing social issue but gets compounded by multiple social identities. Guided by intersectionality theory, this constructivist grounded study provides an interpretive understanding of the intricate roles and influences of combined gendered and religious identities in compounding female Muslims’ marginalisation in tourism. Based on purposive and theoretical sampling

Crowdfunding has emerged as an alternative financing method for startups in the foodservice industry. To identify determinants of crowdfunding performance and thus develop attractive foodservice project proposals, this study investigated 1363 project proposals between 2011 and 2022, focusing on their linguistic features such as time orientation, length, readability, and tone. For robust and efficient

This research presents an analytical model for the coupled design of an urban transit network and an interurban one supported by park-and-ride facilities. The former network facilitates the mobility in the centre of the metropolitan area while the interurban services satisfy the centripetal connections from the metropolitan outskirts where park-and-rides are scattered. These three components of the

Purpose Building on the social capital theory of career success (SCT), this paper aims to explore how and when newcomers’ overqualifications can grant them positions as informal leaders within the workgroup over time. Design/methodology/approach The model was tested using a social relations modeling analysis conducted using a three-wave survey with 242 newcomers in Macau. Findings The results support

This research addresses a critical gap in understanding how service failures by robots versus human employees shape customer compensation expectations in the hospitality industry. While substantial literature explores service failure, the nuanced impacts of failure severity and the interplay with different types of service providers – robotic or human – have not been thoroughly examined. Through three

The paper presents an empirical application of the integrative model of resilience knowledge in tourism, the ReKo-Model. This study employs a quantitative method to analyse seven dimensions of resilience, with a specific focus on three areas of measurement: awareness, current implementation, and strategic cooperation. The research included obtaining virtual expert evaluations from 62 managers in the

This study examines how internal governance influences the relationship between strategic posture and firm performance in large, publicly listed U.S. hospitality firms. Drawing on Agency Theory, we argue that the board of directors plays a crucial role in determining whether firms can capitalize on the top management team’s entrepreneurial orientation (EO). We investigate board tenure as a key characteristic

Marketing involves a competition between brands, yet very little hospitality marketing research uses brands as the unit-of-analysis. The current paper fills this need by examining the relationships among hotel brands’ quality/price tier, number of hotels, building size (average number of rooms per hotel), average customer satisfaction ratings, popularity, fame, penetration, average purchase frequency

Drawing upon existing anthropomorphism literature, this research employed two experiments to investigate the relationships among video-based destination anthropomorphism, AI mind perception, and destination image, while examining the moderating influence of AI anxiety. Study 1 confirmed that video-based destination anthropomorphism and AI mind perception positively impact destination image. It also

Recent research has explored employees' functional and dysfunctional reactions to customer mistreatment, acknowledging the diverse impacts it can have. Drawing on self-distancing theory, this study offers a novel investigation into hospitality employees’ varied reactions to daily customer mistreatment and identifies the boundary conditions that influence these responses. Using an experience sampling

Though workforce reduction strategies have been widely adopted to improve firm performance in the tourism and hospitality industry, empirical evidence of the effects of workforce reductions on performance has been inconclusive. Based on dynamic capabilities theory, this study develops a model and empirically analyzes the impacts of workforce reductions on firm performance across the lodging, airline

The advancement of natural language recognition and processing technology has revolutionized how consumers interact with service robots. Initially reliant on manual communication (typing or clicking), the shift has occurred towards verbal communication (speaking or talking). However, how consumers respond to these two modalities is less understood, especially in hospitality service settings. This study

The present study examines the negative outcomes triggered by tolerance of workplace incivility, i.e., a reduced organizational citizenship behavior (OCB) and increased emotional exhaustion, which may seriously affect the performance of individuals and organizations in the hospitality sector. The study further seeks the mechanism through which the negative impact may be checked by considering the psychological

This study investigates whether and how sustainable forms of hospitality could affect the local community by generating socioeconomic benefits in rural and distressed areas. Focusing on the 'Albergo Diffuso', a unique form of sustainable accommodation that transforms rural villages into tourist destinations, this research analyzes its impact through semi-structured interviews in two communities in

This study investigates the relationships among three main concepts: celebrity's media exposure, celebrity's image, and country image. Additionally, the moderating role of tourists' (i) motivations, (ii) culture, and (iii) country attachment was investigated. To this end, 938 real tourists visiting Spain from 3 nationalities were approached: the UK, France, and Germany. An international market research