With service robots becoming an integral part of service encounters in the tourism and hospitality industry, understanding their role in proactive recovery after service failures is crucial. This study investigates the impact of service robot proactive recovery (vs. reactive recovery) on customer forgiveness, examining the mediating mechanisms and boundary conditions. Four experiments reveal that,

Artificial intelligence (AI) is currently involved in tourists' pre-trip and during-trip activities and serving as a tour guide. This is a critical but understudied topic in the tourism field. Therefore, this study adopted a mixed-methods approach to develop the scale of AI-Guide impact perception. The qualitative research, which included 26 interviews, found that professional tour guides assess the

This paper examines hotels’ use of niche daily deal websites (flash sales) through the lens of external, destination characteristics, aiming to establish relationships between the two. Extant research indicates that both internal and external factors influence the decision-making processes of hotel businesses, yet, to date, this popular practice has been examined only from an internal business perspective

This study constructs a theoretical framework incorporating “theatrical elements (stimuli) - cognitive experience - emotional experience”, aiming to explore the antecedents and consequences of museum visitors' experience. Based on qualitative analysis, the current research conceptualizes the museum as a large-scale performance arena and analyses the immersive experience scenarios in terms of actors

High employee turnover and career dissatisfaction are significant challenges for the hospitality and tourism (H&T) industry, underscoring the need for effective career frameworks. To address the lack of a unified framework, this study critically reviews 59 articles. By identifying gaps in the literature, we develop a framework that integrates individual, organizational, and socio-cultural factors to

Social media has fundamentally transformed the tourism industry, giving rise to online tour guide influencers (TGI) who combine traditional guiding with digital content creation. Despite their growing influence, research has not adequately addressed how their combined professional and social media roles affect tourist behavior. This study explores how the online tour guide influencers (TGI) leverage

Cycling live streamers exhibit a range of facial expressions that reflect the physical and mental challenges of their activities, such as concentration and exhaustion, alongside moments of joy and awe, which contrast sharply with the more controlled and promotional setting of live e-commerce streaming. Drawing on emotional contagion theory, this research examines how the facial expressions of cycling

Given the critical role of hotel review usefulness in influencing customers' hotel booking behavior, academics have conducted extensive research on hotel review usefulness, especially focusing on the impact of review- or/and reviewer-related determinants. Nevertheless, the potential impact of business-related data which works as quality signals to influence hotel customers’ evaluation, remains underexplored

On the basis of the cognitive–affective–behavioural framework and psychological empowerment theory, this study constructs a research model to investigate the influence of the three dimensions of the distinctiveness of short travel videos (influencer distinctiveness, destination distinctiveness, and aesthetic design distinctiveness) on the meaning of these videos and people's feeling of pride in forwarding

This study explored the eudaimonic well-being outcomes of diaspora festivals. Employing the constructivist grounded theory methodology, the research identified five core domains of eudaimonic well-being outcomes at diaspora festivals: relationship with other diasporas, homeland attachment, homeland memories, self and group identities, and sense of meaning and fulfillment. The activation of these domains

Using the theoretical lens of situational awareness, this research tests two competing models and an intervention to examine the effects of information transparency on customers' privacy concerns and behavioral intentions toward interacting with hospitality robots. An exploratory study and two experiments with artificial intelligence-powered anthropomorphic robots were performed. The exploratory study

Though the strength of mixed method design has been increasingly recognized, the considerable potential of mixed methods to advance tourism and hospitality knowledge theoretically and practically, has not been fully explored. This research provides a systematic review of mixed methods by examining 328 papers published in ABS 4-star and 3-star tourism and hospitality journals from 2015 to 2024. The

This study explores and validates the psychological mechanisms that drive customers' restaurant waiting intentions and associated consumption intentions. The study then investigates how different queuing settings (physical vs. virtual) influence this psychological process. The findings suggest that when faced with a wait, customers develop a perception of waiting equity, shaped by a cost-benefit analysis

Promoting pro-environmental behavior among hotel consumers is an effective strategy for implementing sustainable management practices. This study developed and validated a conceptual model to examine how goal priming influences consumers' pro-environmental behavior. The proposed hypotheses were tested through four experiments. The findings demonstrate that priming environmental goal significantly enhances

This study explores the intricate relationship between sustainable hospitality consumption value (SHCV), green brand perceptions, and behavioral intentions. Through a quantitative research approach, 918 useable responses from customers of sustainable hospitality companies were analyzed. The findings indicate that social, emotional, and epistemic values significantly enhance customers' perceptions of

As cultural heritage attractions continue to draw significant interest from tourists, commercialization of such tourist experiences is increasingly becoming a critical phenomenon shaping the tourism industry. However, little research has explored the impact of commercialization from the tourists' perspective. This research investigates how commercialization influences the cultural heritage tourism

Individuals experience anxiety when confronted with mortality. While certain consumption behaviors can alleviate anxiety, few studies have explored the potential therapeutic effects of staying in luxury hotels. Drawing on terror management theory (TMT), this study examines the interaction effects of mortality salience and power distance belief (PDB) on luxury hotel booking intentions among potential

Heritage tourism interpretation is essential in the display and continuity of local culture. However, selecting the appropriate tourism interpreters based on varying types of interpretation content is becoming a theoretical and practical challenge. This study used three experiments to investigate the congruence effect between heritage tourism interpreters (human vs. AI) and interpretation contents

Underpinned by the information processing theory, this research examines how tourists process various hotel attributes during making a booking decision. A mixed-method approach was adopted, comprising a MouseLab experiment and in-depth interviews. Study 1 systematically examined critical information processing during hotel booking in simulated online hotel booking scenarios. In Study 2, in-depth interviews

Previous studies have concluded that it is necessary to make detailed plans before traveling, overlooking the possibility of unplanned travel. Although there are some studies on unplanned travel, most focus on unplanned behaviors under impulsive emotions or occurrences during the mid-trip phase. The aim of this paper is to shed light on a more routine and common type of unplanned travel and its multifaceted

The ecological environment of a destination forms the foundation for the survival of rural tourism. Promoting spontaneous pro-environmental behavior among both tourism stakeholders and visitors is critical for the sustainable development of rural tourism. This study designed three experiments based on the emotional evaluation theory to explore the impact of tourists' and residents' moral gazes toward

As internationalization and competition intensify, the hotel industry is being confronted with changing customer demands and dynamics. This study, which involved 566 hotel employees, explored the process of developing career adaptability. The findings indicate that employability skills may indirectly influence career adaptability through career competency, while language communication abilities can

System justification and cognitive dissonance theories were integrated to investigate how social norms influence perceptions of women in leadership by examining perceptions of reverse discrimination and gender hierarchies. To continue the progress of gender equity in hospitality leadership, it is crucial to understand the underlying conditions under which high-status groups may perceive reverse discrimination

Despite extensive research into the influences of host-tourist interaction on tourist experiences, limited research investigates the interaction between ethnic hosts and domestic tourists. Cultural distance exists between two parties in the ethnic tourism context, which is characterized by “exotic” culture, leading to interaction difficulties. This study examines the relationship between physical settings

Despite substantial research on robot anthropomorphism, few studies have investigated the role of the robot's gender in influencing persuasive tasks like providing recommendations. This research investigates the joint impact of the robot's gender, the consumer's gender, and their sense of power on menu recommendation acceptance. Study 1 reveals that powerless female consumers view male-like (vs. female-like)

As human-computer hybrid intelligence grows, hotels increasingly introduce service robots. However, the impact of new technology on hotel energy consumption remains debated. This research uses psychological ownership theory to explore how human-robot interactivity influences guests' pro-environmental behaviors in hotels and the mechanism behind this. Results show that increased human-robot interactivity

Artificial intelligence (AI) systems are progressively exerting an influence on hotel employees. Drawing on self-determination theory, we proposed a model to explore how human-AI collaboration affects hotel employees' quality of work life and work engagement. To investigate research hypotheses, we analyzed two-wave data from 475 hotel employees who regularly collaborate with AI in their daily tasks

The Journal of Hospitality and Tourism Management (JHTM) recently celebrated its 30th anniversary, a significant milestone reflecting its enduring contribution to research in tourism, hospitality, and events. As part of the celebrations, the senior editorial board of JHTM has prepared this perspective paper, one of several initiatives marking this occasion. The paper critically examines research published

The characteristics and order of tourist-generated content may lead to uncertain changes in tourists’ expectations and travel intentions. By referring to the order effect and regret theory, this study takes the message-sidedness of tourist-generated content as the message characteristic and analyses whether and how the order effect of tourist-generated content sidedness affects potential tourist travel

Given the rise of ethnic dining, managers need to enhance their competitive edge and attract consumers in innovative ways. Integrating service robots in ethnic restaurants offers novel experiences but raises concerns about maintaining perceived authenticity. To address this under-explored gap, this study leverages the heuristic-systematic model to examine the roles of service robot types and the influence

Heidegger offers a philosophical perspective on technology that challenges us to engage with the essence of technology instead of adopting instrumentalist views of technology as collections of technological artifacts or tools. He warns that such a view on technology enframes how we relate to technology, and colors what we see and value in potentially dangerous ways. In reflecting on information and

The Gaps Model of service quality has long been the keystone of the service management literature. This classic theoretical model offers valuable guidance for understanding the opportunities and challenges posed by the increasing adoption of artificial intelligence (AI) in service management. Drawing on recent research and practical insights, this research examines the impact of AI on each one of the

Customer participation contributes to tourism service recovery effectiveness. However, few studies pinpoint specific group characteristics of employees that involve customers into recovery process. This study intends to unlock why and when perceived group emotional intelligence influence customers’ service recovery participation via four scenario-based experiments. Results indicate that (1) High (vs

Little is known about the effect of perceived sustainability information overload on customers' perceptions of greenwashing, perceived value, and behavioral intentions, nor how this effect is contingent on the customers' expectations of sustainability practices. To address the impact of information overload, we integrate the Stimuli-Organism-Response (S-O-R) model with the media richness theory, and

Hospitableness in luxury hospitality is key for guest experience differentiation. Despite increasing attention, limited research has investigated how hospitableness is reciprocated and how such reciprocation extends beyond the guest-host relationship. By employing a multiple-case study design, this study proposes a model of reciprocal hospitableness underpinning the luxury lodges experience from a

With the digitalization of the tourism and hospitality sectors, more attractions are introducing their virtual tours to the market. However, the impact of virtual tours on traditional physical experiences has yet to be fully explored. With the case of Airbnb rentals, this research employs a quasi-experimental design, using a propensity score matching approach to investigate the impact of integrating

This research provides a comprehensive theoretical framework for indicators of tourism's sociocultural impacts. It's a Systematic Integrative Literature Review to identify the indicators of tourism's sociocultural impacts and its evolutionary trajectory toward social value creation and propose an integrative view to monitor these effects in the host society. We performed a co-word analysis to group

Prospect theory describes how objective gains and losses translate into subjective value. This theory uses a value function capturing loss aversion: losses feel more impactful than equivalent gains. However, the existing value function faces limitations. It inadequately reflects the role of contextual factors on human behavior and lacks ability to identify the causal mechanism underlying loss aversion

This study explores gastrostomy tourism on Airbnb Experiences, focusing on the impact of information cues like the Superhost badge on consumer purchasing decisions. Big data analytics were applied to 2767 gastronomy-related search results from Airbnb, followed by a choice-based conjoint analysis with feedback from 391 U.S. participants. Hierarchical Bayesian and latent class analyses assessed the importance

With the quietly emerging of second generation of rural tourism entrepreneurs, there are intergenerational differences in their formation process of well-being. However, research has remained largely silent on this topic. This study examines the relationships between goal attainment and subjective well-being from an intergenerational perspective. The results show that goal attainment influences subjective

This study employs a multilevel longitudinal design to investigate the effects of mindfulness VR on enhancing VR experience quality and on dynamically influencing attitudes and behaviors related to actual forest wellness tourism. A seven-day between-group controlled experiment followed by a 40-day behavioral tracking phase was conducted with 66 participants, yielding the following findings: (1) the

Tourists’ emotions can be triggered by external stimuli, subsequently impacting their attitudes and behavior. However, whether and how tourist review changes as a result of public health emergencies and their emotional arousal remains unknown. Hence, this study utilizes the emotional misattribution theory and reveals the influence of public health emergencies on the generation of tourist reviews through

Green Human Resource Management (HRM) has become a crucial means for enhancing sustainable business performance and meeting environmental standards, particularly in the hospitality and tourism industry. Despite growing interest, the literature remains fragmented. This paper addresses this issue by offering an integrative, evidence-based framework that synthesises 77 empirical studies through the PRISMA

Global heating is an existential threat to humanity. Carbon emissions must be reduced immediately and substantially to ensure the planet can continue to support human life. Every industry sector must make a material contribution. Tourism is no exception. Currently, the tourism industry generates about 8% of all carbon emissions (Lenzen et al., 2018). These tourism-related emissions are predicted to

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

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

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

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

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

Heritage sites are in a state of instability, facing various disturbances or environmental changes, which may lead to a crisis in cultural protection and inheritance. Importantly, cultural resilience is the key to dissipating these disturbances or even transforming them into sustainable development opportunities, but few studies have conducted theoretical exploration and evaluation on this topic. Therefore

This study investigates the impact of linear and non-linear narrative styles employed by virtual influencers in hospitality marketing, emphasizing their effects on consumer engagement and attitudes. By integrating narrative transportation theory, and parasocial interaction theory, this research elucidates how deliberate narrative choices by virtual influencers can enhance connections between audiences

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

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