The Great Resignation has brought significant challenges to the recovery of the hospitality industry from the depression caused by the coronavirus pandemic (COVID-19). Prior studies have revealed that the leading cause of the Great Resignation is negative employee experience. However, few empirical studies have been conducted to obtain deep insights into the negative experiences of hospitality employees

Spatial mismatch, typically triggered by jobs-housing imbalance, might contribute to longer commuting distances/time and generate more severe environmental impacts. However, recent studies have found that long-distance commuting trips still exist in jobs-housing balanced regions. This study focused on how the jobs-housing relationship impacted people's commuting time by subway in Shanghai to understand

Purpose The immature research endeavor on refugee entrepreneurship has not adequately covered the success factors of refugees. The current work aims to address this gap through the theory of planned behavior and the theory of procedural utility to identify the success factors of refugee entrepreneurs in the tourism and hospitality industry. Design/methodology/approach The current work is based on a

Purpose The purpose of this paper is to consider three factors, namely, intra-week demand fluctuations, interrelationship between the number of robots and order scheduling and conflicting objectives (i.e. cost minimization and customer satisfaction maximization), to optimize the robot logistics system. Design/methodology/approach The number of robots and the sequence of delivery orders are first optimized

Based on social information processing theory, this study explored the impact of perceived negative workplace gossip on employees’ knowledge sharing behavior. It examined the mediating role of work engagement and the moderating role of caring ethical climate in the process. Data from 295 employees of 10 hotels indicated that: (1) employees’ perceived negative workplace gossip negatively affected their

Visibility is an important factor affecting pedestrian movement and safe evacuation. To investigate the walking characteristics of pedestrians under limited visibilities, a novel measurement method by changing the light transmittance in a suitable lighting environment is proposed to achieve different visibility levels. A series of individual movement experiments were performed under the quantitative

This study explores the process of transferring knowledge from multinational-corporation (MNC) hotels to their subsidiaries to advance company strategies. In particular, it examines critical factors that can forestall knowledge transfer through the lens of absorptive capacity. This study revisits the four dimensions of absorptive capacity (acquisition, assimilation, transformation, and exploitation)

Controlling the crowdedness of destinations is a vital agenda in tourism, yet little tourism research has explored the influence of real-time information, which is an effective tool for reducing crowding. The two experiments in our study assess the usefulness of real-time crowding information in tourist settings by showing that tourists make better decisions (i.e., visiting less crowded areas for a

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Cultural inheritance-based innovation (CIBI) is based on paradoxical phenomena and its development clarifies conflicts between cultural inheritance and innovative development at heritage tourism destinations (HTDs). This study uses innovation systems theory and qualitative methods to explore the influencing factors and formation process of CIBI. Our findings demonstrate that CIBI is influenced by multilevel

Social and economic impacts of the cruise industry are undeniable within the United States (U.S.). Online media about cruising was quantified in terms of volume and net sentiment, then analyzed alongside stock market performance of cruise companies. Daily net sentiment was positively correlated with daily stock closing prices for the three major operators studied (NCLH, RCL, CCL). Further analysis

Purpose The hospitality and tourism sector has witnessed phenomenal growth in customer numbers during the postpandemic times. This growth has been accompanied by the use of technologies in customer interface and backend activities, including the adoption of self-serving technologies. This study aims to analyze the existing practices and challenges and establish a research agenda for the implementation

Purpose While the importance of human touch for maintaining a tech–touch balance has been stressed, little knowledge exists regarding how such human elements should be incorporated in service settings dominated by technologies. This study aims to examine the outcomes of human touch levels across different travel stages in a hotel stay context. Design/methodology/approach Data were collected through

Purpose Green hospitality studies have not adequately focused on the diffusion of eco-innovative hotels amongst visitors. This study aims to fill this gap by identifying green hotel attributes that influence visitors’ adoption of eco-friendly hotel and their intentions to partake in green initiatives. Design/methodology/approach The paper uses a mixed-method approach to explore the drivers of customers’

The international promotion of wine routes is leading to a growing demand for wine tourism activities. More and more tourists are choosing wine tourism as an option when planning their trips. Although the data are encouraging, little is known about the effect that these tourist activities have on wine consumers. This paper shows the effect of the wine tourism experience on a group of consumers. Through

Taking a systematic literature review approach, this study examines research on service robot adoption from hospitality employees’ perspectives. The findings reveal the current status of service robot research on hospitality employees by summarizing publication channels, temporal distribution, classifications of publications, and countries of focus of existing studies. This study also identifies key

In response to the unprecedented pandemic in recent history, COVID-19 vaccination mandates in the U.S. caused significant changes and disruption in hospitality operations and customer experiences. The primary goal of this study is to examine whether and how customer incivility induced by the COVID-19 vaccine mandate in the U.S. affects employees’ behavioral outcomes (i.e., stress spread between employees

Different studies have mentioned the sense of achievement in tourists' experiences. This research aims to study the concept of achievement through the different perspectives of emotion, then analyze its influences on memorable experiences. The achievement emotion scale has been adopted from educational psychology to explore tourists' experiences pre-trip, on-trip, and post-trip to the Middle East.

Purpose Since its inception, virtual reality (VR) technologies have been widely applied in the tourism industry, given their competitive advantages in offering users a novel experience that makes an artificial environment or scene feel like the real world. As a result, VR has been reported as a highly sought-after technology, as it can offer a new way to engage tourists and enhance their travel experience

Transformative Service Research (TSR) advocates shifting the lens on services from profits to well-being of both employees and customers, which is prominently important in contemporary post-COVID times. Engaging TSR in the wellness service context, we explore initial wellness offerings and how such services can be successfully delivered, using a case of Le Monastère des Augustines, in a wellness hotel

Default risk in the Travel and Leisure (T&L) industry remains understudied despite its implications for the industry’s health and stability. This paper investigates the transmission of default risk among US T&L firms over various credit horizons from July 22, 2008 to December 9, 2022, paying special attention to the impact of COVID-19. The short-, medium-, and long-term default risk factors are extracted

In the era of big data, the ubiquity of location-aware portable devices provides an unprecedented opportunity to understand inhabitants’ behavior and their interactions with the built environments. Among the widely used data resources, mobile phone data is the one passively collected and has the largest coverage in the population. However, mobile operators cannot pinpoint one user within meters, leading

Existing research in hospitality literature has studied hospitality vis-à-vis the host-guest spectrum, focusing on either the practice of hospitality in different service encounters or hospitality outcomes such as customer expectations and satisfaction. While existing studies are predicated on the assumption that satisfactory experience is achieved through the enactment of ‘hospitality’, what it means

The rising elderly population around the globe together with an improved life expectancy is driving demand for effective healthcare. As healthcare technologies become increasingly innovative, various types of connected devices have been developed in order to provide high-quality healthcare services. The research question of this study is whether the presence of such devices and perceived assurance

Purpose Drawing on the mSERVQUAL model and spillover theory, this study aims to examine the mechanism through which food-ordering mobile app service quality influences users’ mobile app satisfaction, food satisfaction and repurchase intentions. Design/methodology/approach Online surveys were completed by 1,000 customers who used a food-ordering mobile app to order fast food on the day they completed

Purpose Recent reviews of field experiments aiming to entice tourists to behave in more environmentally sustainable ways conclude that attitudes – while the primary target – do not perform as well as expected. The purpose of this study is to analyse in detail when attitudes have or have not been successful as behavioural change targets and propose a conceptual framework of possible explanations. In

Drawing on Miller and Le Breton-Miller’s (2005 & 2022) conceptualization of family firms’ priorities (continuity, community, connections, and command) and the organizational psychological capital theory (Luthans and Youssef, 2004), we develop a mediation model of how organizational psychological capital and family firm image affect resilience capability and risk taking (which in turn influence resilience)

Travel livestreaming opens up new channels for value co-creation. Accordingly, following uses and gratifications theory, this research aims to identify and examine complex configurations that drive viewer value cocreation behavior. Firstly, factors falling into 3 categories of gratifications were extracted based on the interview and literature review, namely, source credibility, usefulness, remuneration

This study attends to Generation Zers’ volunteer tourism. It draws on self-determination and goal-setting theories to synthesize a model delineating how the interplay of internal and external environmental motivational factors reshapes green volunteering involvement amid the pandemic, leading to environmental goal attainment and persistent endeavors. The inquiry adopted an online survey-based design

This study investigates the effect of self-disclosure on travel motivations and intentions among users of dating apps. Data were collected through a year of appnography and 22 in-depth interviews. The findings show that dating app users go through three stages of self-disclosure, involving the gradual, reciprocal, and hierarchical sharing of information within the app. This self-disclosure leads to

Purpose To cater to the senior tourist market, it is essential to comprehend the factors motivating and deterring them from international travel post-COVID-19. This study aims to focus on senior citizens’ destination choice intentions and aims to develop a model that prioritizes positive and negative factors leading to international travel destination choices. It uses push–pull factors, perceived travel

Healthcare institutions regularly evaluate consumers’ service experience as a measure of quality. This study considers patients’ well-being as an antecedent of service evaluations. In this cross-sectional study, 336 participants rated their satisfaction with life (SWL) and perceptions about the health institution regarding results, procedures, and interactions with personnel. Three independent regression

This article explores an alternative strategy to subtly nudge decisions in preference for healthy menu items – managing calorie presentation to create a Numerical Stroop Effect drawing upon the numerical magnitude representation theory. Across two experiments, the research finds that incongruent (vs. congruent) numerical magnitude representation of food calories (e.g., small 7 and large 5) increases

Public transport performance (PTP) depicts the efficiency of a city’s public transport. Evaluating PTP is the foundation to build a sustainable public transport system. However, extant methods are not suitable for evaluating PTP at the planning stage. This paper initiates a unified prior evaluation method that guides the planning of public transport without observational data. We represent the multimodal

Purpose This study aims to highlight the theoretical foundations and future research directions in religious tourism and related topics from 2003 to 2023. Design/methodology/approach A total of 4,143 documents from Web of Science and Scopus databases related to religious tourism and pilgrimage were analysed using VOSviewer software. Findings The analysis illuminates a steady rise in religious tourism

Although it is acknowledged in research and practice that multiple, diverse tourism stakeholders are essential for the development of smart destinations, local tourism supplier participation is still lacking. There is limited understanding of how to engage suppliers in these collaborations, hence, this study explores suppliers' perceptions on their engagement with the development of smart initiatives

The role of hospitableness in hedonic service settings has been subject to considerable theoretical and empirical investigation; however, its role in utilitarian service settings (e.g., hospitals) has received notably scant attention. Drawing on the stimulus-organism-response (S-O-R) model, this study proposes and tests a conceptual model linking hospitableness, patient experience, positive emotions

Few studies have analysed the challenges that the countries may have to face to become competitive as tourism destinations. To address this gap, this research analyses competitiveness through two key dimensions: the comparative advantage and competitive advantage of a destination. The model proposed is based on Crouch and Ritchie's competitiveness model and the Travel and Tourism Competitiveness Index

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Short-form travel videos are popular and can trigger travel inspiration. Based on persuasion theory and customer inspiration theory, Study 1 analyzed audience comments toward short-form travel videos following the grounded theory approach, and identified seven basic attributes of short-form travel videos triggering travel inspiration in three categories of attractiveness. Based on the stimuli-organism-response

Social media short videos represent a powerful tool for tourism destination promotion. However, little research has investigated their effect on tourist travel intentions. Drawing on the construal level theory and the elaboration likelihood model, this study investigates the interactive effects between visual and verbal framing of promotional tourism short video on travel intention through two scenario-based

Purpose This paper examines why individuals start their hospitality careers by becoming temporary lifeguards while aspiring to later promotion. It reports data from young people working in one major upmarket hotel chain that operates in the Gulf but has a global reach. This study aims to address issues regarding this often-overlooked career path for young staff. Design/methodology/approach A qualitative

Purpose This study aims to explore the associations linking employees’ challenge-hindrance appraisals toward artificial intelligence (AI) to service performance while considering the dual mediating roles of job crafting and job insecurity, as well as the moderating role of AI knowledge. Design/methodology/approach A survey was administered to a sample of 297 service industry employees. This study examined

This study describes underlying dimensionality in quarantine hotel customer perceptions of service quality by examining 3896 online reviews of 52 quarantine hotels in five jurisdictions. Notable quality dimensions of quarantine hotel service that were identified using semantic network analysis (SNA) included: caring service from hotel staff, friendliness, meal quality, room comfort, exceptional services

Able-bodied, and increasingly people with disabilities, represent a key audience for mega-events; occasions that act as crucibles where social problems endemic to host destinations can be exposed and tackled through targeted social policy. Drawing on the social model of disability, the paper examines how Japan utilised Tokyo 2020 as a field configuring event to disrupt systems of ableist thinking and

While the hospitality and tourism industry relies on migrant workers as a source of labour, their inclusion and well-being are less examined. Set in a hospitality and tourism-dependent economy that heavily depends on migrant workers, this study employed logit models to determine the factors that coalesce to create inclusion in the industry. The findings revealed that formal educational attainment,

Purpose The purpose of this study is to propose and develop an antecedent model from star hotel employee viewpoint and a consequence model for star hotel customers’ evaluation of the brand equity development process. Design/methodology/approach In terms of the study setting, structural equation modelling was conducted. Study 1 used the views of 323 star hotels’ employees on the mutual relationships

The restaurant franchise business has recently experienced worldwide growth. Despite the popularity of franchise brands in the hospitality industries, few studies have focused on franchise-employee behavior. Therefore, this study examines how the personality traits of restaurant franchise employees influence job-related outcomes. Specifically, the relative effects of extraversion, agreeableness, conscientiousness

Music is acknowledged as an excellent means of evoking favorable behaviors and brand image, and this research puts auditory sensory input at center stage. By drawing on sensory marketing and cognitive balance theories, it proposes a model leading from music perception to destination image through the mediation of historical nostalgia, mental imagery, and music-induced emotion. The boundary conditions

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Many hotels and restaurants deploy service robots to improve the quality and efficiency of customer service, but this approach inevitably poses some risks and challenges. This study followed recent research on the ethical issues of new technologies and explored how customers react to different service agents (service robots vs. human staff) under service exclusion vs. inclusion. In four experiments

This research adopts the artificial intelligence (AI) device usage acceptance (AIDUA) model and draws on cognitive appraisal theory. It articulates a mediated relationship leading from social influence, hedonic motivation, and anthropomorphism to acceptance of or objection to AI device usage through the mediation of performance expectancy, effort expectancy, and customer emotion in the context of smart

We state that investigating the impact of residents' cultural confidence on their affections and behaviors is worthy of exploration for heritage destinations. Using 666 residents of Quanzhou, a UNESCO World Heritage site, as examples, we employed the SEM technique to investigate how cultural confidence influences community citizenship behavior. As a consequence, not only residents' cultural confidence

This research examines the factors influencing the adoption of a smart destination model by tourism companies, adopting an ecosystem approach. The focus on tourism companies is a relevant contribution, as they are key stakeholders for the development and implementation of a smart destination model in a region. Based on the Technology-Organisation-Environment Framework (TOE) and the Technology Acceptance

Purpose There is limited research on the behavior of different categories of space tourists as identified by different types of space tourism. To address this deficiency, the purpose of this study is to examine what factors make consumers participate in orbital and/or suborbital space tourism, along with three dimensions of motivation, constraint and artificial intelligence. To achieve this study’s

Although food selfie taking and sharing has commonly been regarded as a joyful expression, its impact on dining outcomes is still questionable, as empirical evidence on such a linkage is rather mixed. This research addresses this literature void by assessing the boundary condition of social norm on the role of foodstagramming. The present research draws on normative focus theory to assess the moderating

Social distancing is an effective way to reduce infection risk during pandemics, such as COVID-19. It is important for the tourism industry to understand the effect of social distancing on tourist behavior to better adapt to this emerging environment. This study investigates the role of social distancing in tourists’ preferences for anthropomorphism. Based on three experimental studies, this study