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

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 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

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

Purpose This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to guest outcomes. While research into memorable experiences has gained traction, the theoretical underpinnings of what makes an experience memorable in a luxury hotel setting are not well documented. Design/methodology/approach

Purpose Despite the increasing popularity of women-owned businesses in the marketplace, relatively few studies in the hospitality literature have focused on these businesses. Hence, this study aims to examine the impact of femvertising and purplewashing on consumers’ willingness to pay a premium at women-owned restaurants, as well as the role of feminist self-identification and psychological closeness

Purpose Drawing on conservation of resources theory, this paper aims to propose that daily multitasking increases employees’ daily role pressure, ultimately hindering their service innovation behavior. Furthermore, we suggest that trait mindfulness may mitigate this negative impact. Design/methodology/approach To empirically test the study hypotheses, this paper conducted a multilevel diary field study

Purpose This study aims to examine the roles of customer orientation (CO) and two distinct stress coping strategies – problem-focused (PC) and emotion-focused (EC) – in the positive relationship between customer incivility (CI) and job stress (JS). Design/methodology/approach Data were collected via a survey of casino dealers in South Korea. Common method variance was assessed using an unmeasured latent

Purpose High-skilled employees are crucial for sustained competitive advantage of organisations. In the “war for talent”, organisations must position themselves as attractive employers. This study aims to introduce a unified framework to systematically identify and prioritise organisational attractiveness (OA) components, focusing on the extreme context of the airline industry. Design/methodology/approach

Purpose The purpose of this study is to explore the factors influencing viewers’ engagement intention in travel live streaming (TLS) from a perceived value perspective. Design/methodology/approach This study used a mixed-methods approach. In Study 1, 48 semistructured interviews were analyzed based on grounded theory and perceived value theory, and a research framework was established to investigate

Purpose This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots. Design/methodology/approach A mix of symmetrical and asymmetrical modeling methods was used for the data analysis. The symmetrical modeling was used to find the net effects, whereas asymmetrical modeling was adopted to find

Purpose This study aims to investigate the impact of virtual tours on the engagement and travel intentions of older adults, emphasizing the role of emotional and informative content. It aims to enhance travel confidence and reduce stress among older travelers, fostering inclusive tourism through advanced avatar technology. Design/methodology/approach Using two between-subjects experiments, this research

Purpose This study aims to delve into the ethical challenges in artificial intelligence (AI) technologies to underscore the necessity of establishing principles for ethical AI utilization in hospitality and tourism. Design/methodology/approach A narrative review of research on ethical AI across diverse realms was conducted to reflect current research progress and examine whether sufficient measures

Purpose The purpose of this paper is to examine the role of societal and organisational culture on talent management (TM) within the Greek hospitality and tourism (H&T) industry. Specifically, this study tests societal culture’s effect on TM approaches and the mediating role of organisational culture. Design/methodology/approach In this quantitative study, the questionnaire sample included employees

Purpose This study aims to explore the key attributes of robot chef restaurants and their influencing factors from the perspective of customers and analyzes how these key attributes affect customer perceived value. Design/methodology/approach A mixed-methods research design was used in this study. Using 473 online reviews and ratings (Study 1), the research summarized customers’ evaluations on three

Purpose This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience. Design/methodology/approach Four distinct studies were conducted:

Purpose This study aims to examine the relationships between quality management, human capital and innovation (both incremental and radical), and social sustainability practices in hospitality. Also considered are the mediating roles of human capital and innovation. Design/methodology/approach The study considers 365 hotels located in Spain, using a structural equation model based on Partial Least

Purpose This paper aims to explore the role of blockchain (BCT) and Artificial Intelligence (AI) technologies in enhancing and incentivizing environmentally responsible, socially inclusive and economically viable tourism practices within the hospitality and tourism (H&T) industry. Design/methodology/approach This study is based on a critical reflection research approach that enables a synthesis of

Purpose Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical literature, this study aims to explore how this generation’s distinct behaviors are reshaping customer expectations and workforce trends within the sector. Design/methodology/approach A critical synthesis of empirical studies

Purpose The hospitality and tourism industry is strongly influenced by new and immersive technologies, such as augmented reality (AR), to enhance customer experiences across a diverse set of touchpoints throughout the visitor journey. This paper aims to provide a holistic understanding of AR marketing for this industry context, present a number of fundamental premises of AR marketing within it and

Purpose This paper aims to investigate the influence of four motivational elements (i.e. utilitarian, hedonic, social and escapism motivations) on the propensity of customers to utilize a metaverse hotel, as well as whether age, gender and mobility disability play substantial moderating roles in these relationships. Design/methodology/approach Data was gathered from 843 US residents who had experienced

Purpose This study aims to apply the theory of consumption value to analyze the utilization of Metaverse technologies within hospitality and tourism while examining the factors that impact consumer intentions to use the Metaverse. Design/methodology/approach This paper aims to consider an extensive study spanning the period October 2021 to March 2023 was conducted to understand the shifts in an individual's

Purpose Along with the development of the robotics industry, service robots have been gradually used in the hospitality industry. Nevertheless, service robot categorization and the fulfillment of the cognitive and emotional needs of consumers by hotel service robots have yet to be fully explored. Hence, the purpose of this study are to categorize hotel service robots, to explore consumers’ robot hotel

Purpose This study aims to characterize remote workers’ Airbnb experiences through the cognitive outcomes of their experiences and to consider the differences between long and short stays. Design/methodology/approach The structural topic model methodology was used to identify relevant topics. Data were collected from InsideAirbnb for Lisbon, Portugal and Austin, Texas, USA, for 2022 and early 2023

Purpose Immersive technologies fully immerse users in augmented environments for interactive experiences. The purpose of this study is to measure consumers’ intention towards experiencing immersive technologies at tourism destinations using an integrated theory of planned behaviour (TPB) and technology acceptance model (TAM) model within the stimulus-organism-response (S-O-R) framework, including motivation

Purpose The experience of leaving the real world and entering a virtual service environment makes many individuals happy. This study heeds the call by multiple researchers to conceptualize, interpret and illustrate the impact of the perceived service experience in the metaverse in a holistic way. In particular, this study aims to understand how the consumption of experiences is perceived in a metaversal

Purpose This study aims to provide insights into human–algorithm interaction in revenue management (RM) decision-making and to uncover the underlying heuristics and biases of overriding systems’ recommendations. Design/methodology/approach Following constructivist traditions, 20 in-depth interviews were conducted with revenue optimisers, analysts, managers and directors with vast experience in over

Purpose This study aims to examine the conceptual and empirical operations of hospitality at its intersections with health care, which includes medical and senior care. Design/methodology/approach This study conducts a systematic review of literature on hospitality in health care published in hospitality, tourism and leisure journals spanning from 1990 to 2023. A total of 50 studies meeting the inclusion

Purpose This paper aims to investigate the effectiveness of immersive virtual reality (VR) media and the influence of user’s age in the context of destination marketing by exploring their impact on cognition (presence), affection (arousal), and behavioral (intention to visit and intention to recommend the destination) outcomes. Design/methodology/approach A laboratory experiment was conducted to compare

Purpose Due to the global labor shortage, the labor-heavy and high turnover hospitality industry is now recruiting from nontraditional sources. This study aims to investigate the views of people in the hotel industry to better understand how people with disabilities can obtain jobs in the hotel industry and how they are treated. Design/methodology/approach The study used a constructivist approach to

Purpose This study evaluates the impact of Avatar-led Green Training on enhancing organizational citizenship behavior for the environment (OCBE) and green creativity among employees in the hospitality sector. This study aims to understand how such innovative training influences green engagement and workplace spirituality, exploring the role of employees’ biospheric values in this context. Design/methodology/approach

Purpose This study aims to explore the role of social media visual posts (known as foodstagramming) on restaurant visit intention. Drawing on the heuristic–systematic model and normative focus theory, this research introduces a framework that assesses the effects of key foodstagramming attributes – vicarious expression, aesthetic appeal and post popularity – and the mediating roles of goal relevance

Purpose This study aims to investigate the influence of customer satisfaction and brand loyalty on hotel guests’ repurchase intentions when they experience consumer confusion. Design/methodology/approach A quantitative research method was used in the study and the data were collected through a survey. A survey was used to collect data from 406 hotel guests staying at four and five-star hotels. The

Purpose The purpose of this paper is to explore user engagement (UE) within the Metaverse (MV) environment, emphasising the crucial role of immersive experiences (IEs). This study aims to understand how IEs influence UE and the mediating effects of hedonic value (HV) and utilitarian value (UV) on this relationship. Additionally, the authors examine the moderating impacts of user perceptions (UPs) such

Purpose The aims of this study are to explore how the experience of “visiting” a destination in a virtual reality (VR) technology environment influences destination image and visit intentions and to evaluate the moderating effects of the immersion level of the technology, destination familiarity and VR sickness. Design/methodology/approach An empirical study was conducted in a laboratory, using two

Purpose This paper aims to provide a critical reflection on the experience design of the lifestyle communities in the hospitality and tourism industry. Specifically, this paper proposes a conceptual model that governs experience design in creating unique and memorable experiences for lifestyle communities. Design/methodology/approach This paper is based on a critical analysis of emerging phenomena

Purpose The purpose of this paper is to study the importance of image data in hotel selection-recommendation using different types of cognitive features and to explore whether there are reinforcing effects among these cognitive features. Design/methodology/approach This study represents user-generated images “cognitive” in a knowledge graph through multidimensional (shallow, middle and deep) analysis

Purpose This study aims to investigate the effects of workplace racial discrimination among Asian American (AA) employees in the restaurant industry and examines what kinds of employee coping responses can mitigate its detrimental effects on their work behaviors. Design/methodology/approach This paper uses an exploratory sequential mixed-methods approach, starting with a qualitative study using the

Purpose The Metaverse is rapidly reshaping the understanding of tourism, yet the public perception of this new domain remains largely uncharted empirically. This paper aims to build on the technology acceptance model (TAM) and diffusion of innovations theory (DIT) to fill this gap, offering crucial insights that could inform scholars and practitioners in both the tourism and technology sectors. De

Purpose This paper aims to explore the effectiveness of 360-degree virtual reality (VR) videos compared to traditional preview modes in shaping customer perceptions and behavioral intentions toward the hospitality service provider. Specifically, the study investigates how self-construal moderates this relationship, offering novel and nuanced understanding of the customer decision-making process in

Purpose This qualitative study aims to investigate the critical success factors (CSFs) driving the adoption of virtual reality (VR) in the hospitality industry, shedding light on key determinants for successful implementation. Design/methodology/approach Drawing on a diverse set of interviews conducted in Italy, Pakistan, the USA and Turkey, this study uses thematic analysis facilitated by NVivo 12

Purpose Through the theoretical lenses of media richness, perceived realism and customer engagement, this study aims to investigate the mechanisms that promote customer engagement in metaverse-mediated environments in the meetings, incentives, conferences and exhibitions (MICE) context, as well as the impact of customer engagement on customers’ metaverse usage intensity and future visit intention.

Purpose Grounded on the X Reality framework and human–machine collaboration, this study aims to explore the potential of immersive augmentation through artificial intelligence (AI) service robots for promoting social inclusion in the hospitality industry. Design/methodology/approach Three experimental studies across diverse hospitality contexts examine the effects of immersive augmentation using inclusive-AI

Purpose The purpose of this paper is to assess the effects of presence on users’ information processing in mediated visualizations using immersive virtual reality (VR) and websites, focusing on information understanding and cognitive load. The impact of user interfaces on users’ perception of presence is also tested. Design/methodology/approach A between-subjects laboratory experiment using two user

Purpose As exponential technologies continue to transform business models rapidly, there is a growing focus on metaverse research within the tourism industry. Despite the significant findings, the practical discussion of high-cost and resource-demanding space tourism within the metaverse platform is still abstract. This study aims to provide a comprehensive understanding of virtual space tourism and

Purpose This study aims to cross-validate the technology experience (TE) scale and examine the potential differences in consumer TE across three different sectors. Design/methodology/approach Across three separate studies, the TE scale and its psychometric properties and consequences were examined across three distinctive hospitality and tourism (H&T) sectors: accommodations (n = 640), food and beverage

Purpose This study aims to examine how the telepresence of tourists using immersive technology affects responsible travel behaviour at natural heritage sites by exploring the role of feelings. Design/methodology/approach This study proposed a conceptual model that was empirically tested. Data was collected through online and offline surveys from 672 respondents who used AR/VR while visiting the natural

Purpose Virtual wine experiences (VWEs) replaced in-person wine experiences during the Covid-19 pandemic and continue to be offered by some actors. This study aims to investigate the factors driving interest in VWEs and identify relevant traits of potential consumers to help assess VWEs long-term potential. Design/methodology/approach A representative sample of 399 Oregon and California wine consumers

Purpose This study aims to explore the attraction, influence and persuasive effect of advertising (with or without metaphor) across different types of hotels (luxury vs. budget hotels). Design/methodology/approach Two independent variables – namely, the hotel category (luxury versus budget) and the use of rhetorical figures (text with metaphors versus text without metaphors) – serve as the basis for

Purpose This study aims to investigate how sensory cue order, wine knowledge and visual–olfactory (V–O) congruence affect consumer’s taste perceptions of wine and their subsequent behavior. Design/methodology/approach An experiment was performed to identify the effects of sensory cue congruence and sensory cue order on wine consumers’ perceptions of wine, affective evaluations, cognitive evaluations

Purpose The purpose of this study is to explore how past and future temporal focus of CEOs in the hospitality industry influence their intention to invest in metaverse technology and the underlying mechanism under boundary conditions of perceived competitive pressure. Design/methodology/approach This multi-informant study collected data over three waves from a sample of 235 CEOs and their subordinates

Purpose The purpose of this study is to explore from a place attachment (PA) theory perspective the extent to which and how, a fully immersive virtual reality (VR) experience enhances tourists’ attachment level on-site at a rural destination. Design/methodology/approach This study applied an exploratory mixed method approach. Respondents were tourists visiting the Lake District National Park who were

Purpose This paper aims to critically analyse the circular economy (CE) models adopted in hospitality and tourism to tackle societal challenges in the current Anthropocene era, exploring the driving values and sustainability approaches. Design/methodology/approach A systematic literature review was carried out with an increasing level of analysis to delve more in-depth into the ability of the CE models

Purpose Although existing literature emphasizes the significance of diversity and inclusion in management roles for employees, there is a notable absence of a standardized scale to assess employees’ perceptions of an inclusive climate, particularly in relation to practices that encourage acceptance of demographically diverse leaders. This study aims to bridge this gap by developing the perceived inclusion

Purpose Although virtual worlds, such as the Metaverse, can disrupt the hospitality sector, few empirical investigations have critically evaluated the scope and scale of this disruption from an industry perspective. This study aims to rectify this knowledge gap by exploring the opportunities and challenges of the Metaverse as seen by hospitality professionals. Design/methodology/approach This is a

Purpose This paper aims to examine the congruency effects of physically embodied robots in service encounters, which addressed a significant research gap concerning the synthesis of robot design elements (e.g., appearance and voice) and their service purposes. Design/methodology/approach Grounded in congruity theory and human-robot interaction literature, this study conducted a pretest and two experimental

Purpose This paper aims to provide a critical reflection on the management of experiences in hospitality and tourism (H&T). The paper investigates the evolution of experience research, while discussing the emerging challenges and opportunities for management. Design/methodology/approach The study adopts a critical and reflective approach for providing future directions of experience research. Three

Purpose This research paper aims to explore the concerns and determinants of travelers’ behavior toward ChatGPT in the hospitality and tourism context. It also examines the weight of risk factors versus that of motivation and innovation characteristics influencing travelers’ approach behaviors toward ChatGPT. Design/methodology/approach A cumulative prospect theory was used to determine travelers’

Purpose This paper aims to examine the relationships between motives, skepticism and brands evaluations in the LGBT-friendly branding hotels context. Design/methodology/approach An online survey is created and 278 LGBT participants are recruited through a consumer panels firm. The research model is tested through structural equation modeling. Findings Values-, stakeholder- and strategic-driven motives

Purpose The purpose of this study is to explore robot-phobia as a source of occupational stress among hospitality employees in the context of increasing robotization in the industry. Design/methodology/approach The study sampled 321 lodging employees and 308 food service employees in the USA. An online panel company recruited the participants and administered an online survey. The study used various