Consumers typically compare information before making decisions. Only when the two types of information are consistent in admitting high service quality are consumers motivated to book a hotel. However, the impact of the attitude gap between similar information sources on consumer booking behavior remains unexplored. Drawing on expectation confirmation theory, we investigate the influence of the rating

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

Authenticity has been widely acknowledged as a pivotal determinant in the success of ethnic restaurants. This study explores the influence of authentic dimensions and customer knowledge on the overall authenticity and revisits intention of Omani ethnic restaurants by moderating the gastronomic experience. Using a positivist approach, data were collected from 330 customers of Omani ethnic restaurants

Considering the unique mechanism underlying time of day effects due to biological clock on cognition, mood, and behavior, this study seeks to investigate the time of day effects on consumers' online review characteristics in the context of homestay platforms. Mixed approaches were employed, where the textual analysis and econometric analysis were based on the dataset with 189,523 reviews received from

We conducted this study to investigate the influence of robot anthropomorphism on consumers’ attitudes toward restaurants and service providers, focusing on the moderating effects of robot social roles and consumer autonomy. The results of Study 1 revealed that anthropomorphic robots fostered more positive attitudes toward restaurants and service robots than non-anthropomorphic robots when consumers

Service robots have been widely introduced into the hospitality industry and are being extensively utilized. Most existing research has focused on the customer perspective and explored the antecedents of robotic usage experience, leaving the mechanisms of its work-related consequences unclear. This research provides a causal framework for understanding the relationship between robotic usage experience

This study examines the impact of misleading photos on consumer’s regret, distrust, and anger, leading to negative word-of-mouth communication. Using a scenario-based experimental design, data were collected from 259 participants via Amazon Mechanical Turk (MTurk). The study further examines these interrelationships across leisure and business traveller groups as well as misleading photos posted on

Popular culture provides numerous benefits to destinations, enhancing their image, reputation, and sales. While previous research on its impact on tourism has predominantly focused on individuals’ perception and behavior toward a destination, little attention has focused on its potential spillover effect on the tourism and hospitality firms. This spillover can create destination brand-related intangible

Design-oriented studies play a pivotal role in shaping the future of hospitality, as they directly influence guest experience, operational efficiency, and even brand identity. This research pioneers the exploration of how font and corner curvature—two indispensable elements of website graphic design—affect the perception of luxury in digital branding through hedonic values and readability. Utilizing

As the number of protected areas increases in a country, there is a need for entrepreneurial action to maximize the environmental and economic benefits of nature-based tourism and to complement government funding. Establishing an entrance fee to visit these protected areas could be a good option to ensure long-term economic sustainability. Therefore, using Herzberg's theory of motivation-hygiene and

The study investigates the mechanism of hospitality employees' recovery during break times at work. It adopted semi-structured in-depth interviews targeting twenty-nine hotel employees in Japan. The results provide nine recovery activities falling into four categories: cognitive, relaxation, nutrition intake, and social activities. Eight recovery experiences are also found, including two new types

To help automated bus services to be competitive in the market, understanding what factors influence the public’s acceptance and adoption of an automated bus service and how these factors change over time is critical. Various factors affect users’ acceptance of this new bus mode, with the quality of service standing out as a significant consideration. Based on pilot demonstrations, some prior studies

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

Despite its economic benefits, the integrated resort (IR) industry faces social concerns, including pollution, gambling addiction, and community conflicts. To counter these issues, managing ESG (environmental, social, and governance) practices becomes crucial for IRs. However, IRs need more specific ESG measurement scales to ensure progress. This study aims to fill this gap by developing a new scale

This study proposes a meta-analytic framework with the underpinnings of unified theory of acceptance and use of technology, value-based adoption model, and brand relationship quality theory to summarise online food delivery (OFD) literature. Meta-analytic bivariate analysis was used to test the relationships in the proposed model. Further, by performing moderation analysis, this meta-analysis resolves

This study explores and evaluates the physical evidence construct in integrated resort marketing. It contributes to the stimulus-organism-response (SOR) theory by introducing the concept of physical evidence and developing a novel framework in the context of integrated resorts. This conceptual framework enhances academic understanding of the relationship between physical evidence, branding, and the

This study aims to develop a scale to measure marathon tourists' personal development (MTPD) by employing a rigorous scale development methodology. A qualitative study involving 21 in-depth interviews was conducted to generate a pool of items. These items were then validated through two extensive surveys with 504 and 452 participants, respectively. Results show a six-dimension 23-item scale for measuring

As teaming humans and robots becomes increasingly common in hospitality organizations, it is crucial to understand factors that facilitate and hinder human-robot collaborations. Building upon the Job demands-resources (JD-R) theory, this research examines how service robots' human likeness and job design factors affect hospitality employees’ perceptions and collaboration intentions. Data was collected

The mobility of persons is changing due to technological innovation linked to autonomous and electric vehicles or to connectivity and data communication technologies. Furthermore, it is being conditioned by social behaviours. Qualitative research based on in-depth interviews with experts in mobility from three European countries is used to analyse the main trends that characterize the current transformation

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 purpose of this study is to examine the state of the literature related to the psychophysiological effects of travel, to identify gaps in the literature and to propose a vision to guide research between now and 2050. Design/methodology/approach The study was guided by a systematic literature review which started with more than 2,100 papers. The extant review and its findings are written

Technology is transforming the Hospitality and Tourism (H&T) sector from a “high-touch, face-to-face” to a “high-tech, low-touch” service sector. This changing landscape necessitates a reconfiguration of the traditional service quality dimensions. To make the renowned Service Quality (SERVQUAL) model relevant in today’s dramatically different landscape, this study proposes an extended SERVQUAL framework

By analyzing 47 articles on lookism of employees in Hospitality-Tourism workplaces published up to March 2023 in hospitality and non-hospitality journals, this study provides a systematic review of lookism and synthesizes the findings into a multilevel conceptual framework of its antecedents and consequences. Findings indicate factors at the individual-, job-, organizational- and institutional-level

This study explored how homeland tourists (those who visit their origin home/homeland for vacations) construct nostalgic experiences in virtual tourism spaces. Based on traditional-village digital museum (TVDM) tourism, we adopted a phenomenological approach to investigate the ways homeland tourists evoke and experience nostalgia in digital environments. The results indicated that the digital-induced

Corporate social responsibility (CSR) in the hospitality industry has received increased attention from both practitioners and researchers in the past two decades, due in part to growing concerns regarding hospitality operations' impact on the environmental, social, and economic well-being of their communities. While research has enhanced our understanding of CSR's influence on hospitality employees

This study explores the impact of generativity on supporting sustainable tourism development (SSTD) in Jecheon City, South Korea, a destination renowned for its captivating natural landscapes, including a national park and a lake. Faced with the environmental challenges posed by increasing tourist numbers, this research employs a mixed-method approach to investigate the causal relationships between

This study examines the links between neighborhood walkability, household income, and older adults’ walking trips. This study mainly utilizes the detailed individual-level data from the 2017 National Household Travel Survey-California Add-on (2017 NHTS-CA). To understand neighborhood walkability and its effects on older adults’ walking trips, we first classify neighborhoods using K-means clustering

Based on the analysis of one-week GPS-based travel diary data from the four largest metropolitan areas in California, this study performs a latent-class cluster analysis and identifies four distinctive traveler groups with varying levels of multimodality. These groups are characterized by their distinctive use of five travel modes (i.e., single-occupant vehicles, carpooling, public transit, biking

This research establishes the Consciousness Attribution Model of AI Hospitableness (CAMAH), an emerging theoretical framework that examines three interconnected aspects: (1) the mechanism of consciousness attribution by consumers towards AI-enabled service providers, (2) the necessity of such attributions in recognizing the symbolic value of AI hospitableness, and (3) a nuanced comparison between human

The rapid expansion of smart hotels in recent years has aroused researchers' interest in their competitiveness. While previous research has identified factors influencing the competitiveness of smart hotels, little effort has been devoted to understanding the specific competitive strengths and weaknesses of individual smart hotels. This study addresses the research gap by proposing a novel artificial

This study explores how life-role transitions influence tourists' intention to visit paradox destinations characterized by contradictory features. The findings from four studies indicate that major life events, such as completing education or entering matrimony, strongly intensify the desire to visit specific destinations, more so for individuals who are less seasoned in travel. This trend can be explained

This article introduces the Special Issue on unsettling geographies of tourism. The overarching aim of this collection of articles is to bring together critical and creative analyses that help dest...

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

Online self-presentation of luxury tourism experiences can lead to negative outcomes such as others' envy and hostility in online travel communities (OTCs). Thus, some users have learned to present their tourism experience in a more implicit manner, rather than being explicit, and the influence of different self-presentations merits exploration in the tourism literature. Drawing on the theory of value

The growth of ageing populations has seen a popularity surge in seniors travelling for healthy ageing. While senior tourism is stereotypically associated with group travel, our study has identified a novel trend—senior solo travel. Despite the growing prominence, this segment remains under-researched. This paper proposes a healthy ageing travel framework, examining the motivations of senior solo travellers

This study investigates the efficacy of generative artificial intelligence in online service recovery; specifically, the use of ChatGPT (vs. human employees) in preparing managerial response(s) (MR or MRs) to online hotel reviews is considered. ChatGPT could be used to generate human-like MRs for online service recovery but this could backfire due to algorithm aversion when an individual discounts

Resilience is a characteristic of a system to adapt, resist and recover from disruptions as defined by the U.S. Federal Highway Administration. The concept has been adopted across several fields of research. Existing literature on roadway network resilience typically frames resilience in terms of performance metrics based on the attributes of the network (travel time or travel distance, for example)

In this paper, a probabilistic topic modeling algorithm called Latent Dirichlet Allocation (LDA) is implemented to infer trip purposes from activity attributes revealed from smart card transit data in an unsupervised manner. While most literature focused on finding patterns for home and work activities, we further investigated non-home and non-work-related activities to detect patterns associated with

With increased application of service robots in the hospitality industry, many employees nowadays are required to work with service robots. Existing studies mainly focused on the impact of service ...

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 Tourism faces a range of interconnected and potentially transformative global risks – collectively considered an evolving polycrisis – that have not been adequately defined and understood. As a result, the industry struggles to proactively anticipate and mitigate potential future challenges, while governments lack insight for strategic longer-term decision-making on tourism development. The

The senior tourist market is expanding due to longer lifespans, yet there is insufficient research on their preference for holiday choice, especially in the digital era. This study investigated the influence of internet self-efficacy on destination choice preferences among senior tourists. Through five experiments, we discovered that higher levels of internet self-efficacy among seniors led to a pronounced

This research explores commercial friendship within Dutch pubs, focusing on the transition from transactional to personal interactions between bartenders and guests. The study uses semi-structured interviews and thematic analysis to reveal that commercial friendship shares many similarities with non-commercial friendship but differs in important aspects. We found six levels of commercial friendship

This research introduces the GAI Marketing Model, a comprehensive conceptual framework for understanding and applying generative artificial intelligence (GAI) within marketing, specifically in the hospitality and tourism sectors. Building on existing classifications of GAI, this model incorporates critical elements such as adoption factors, marketing stages, and downstream outcomes. The framework offers

Servers wearing personal protective equipment (i.e., gloves and/or masks) and robot servers received increased attention during the COVID-19 pandemic. However, studies evaluating consumer health-risk perceptions and behavioral intentions related to these interventions post-pandemic are sparse. Therefore, based on perceived risk, social servicescape, and cue utilization theory, two experiments were

While living in city centers is usually linked to higher accessibility levels, shorter travel times, and higher levels of public transit (PT) utilization, the opposite is true for residents of suburban areas. This assumption holds in metropolitan contexts, where central areas offer better accessibility and are associated with higher levels of PT use. In metropolitan peripheries, a large part of commuting

Unlike traditional hotels that explicitly specify their geographical locations, hosts on peer-to-peer accommodation platforms can partially conceal their properties' location information, showcasing only a general area in public searches for potential guests. However, the impact of this information control has been underexplored. Drawing upon the communication privacy management theory and leveraging

Little is known about women wine consumers’ reactions to gender cues in marketing communication despite their increasing purchasing power. This research examines the effects of gender cues (feminine vs. masculine) in wine labels on women wine consumers' attitudes, sensory expectations, sensory evaluations, and purchase intentions. Two online experiments and one field test involving 462 valid responses

Entrepreneurial tourism activities are strongly embedded in their regional context. The causes behind the imitative behaviors of start-up tourism small and medium–sized enterprises (SMEs) are complicated and need further exploration. This study aims to identify causal configurations of tourism SMEs’ imitative entrepreneurship to address the core question: "Why do start-up tourism SMEs imitate?" by

Published in Tourism Geographies: An International Journal of Tourism Space, Place and Environment (Ahead of Print, 2024)

This study consolidates the limited research on real-life customer experiences with hotels that have integrated service robots (SR) grounded in the Usability, Social Acceptance, User experience, an...

All over the world, cities are becoming “smarter.” The improved use of data generated by the transport system (e.g. smart cards data), combined with GPS trackers and citizens’ mobile data enabled the development of a new generation of smarter mobile apps (e.g., Waze) and several local real-time public transport services and trip planners. These technologies have the potential to reduce transport inequalities

In response to the widespread issue of significant food waste in the foodservice industry, this study aims to explore the key constraints that hinder restaurants’ efforts to reduce food waste. Thro...