Purpose This study aims to investigate the impact of green perceived organizational support (GPOS) on employee green behavior (EGB), encompassing both task-related and voluntary behaviors. It explores direct and indirect effects through green knowledge sharing (GKS) and green creativity while considering organizational green initiatives across five dimensions as potential antecedents of GPOS. Desi

Purpose This study aims to delve into the intricate dynamics of customers’ pro-environmental behavior, examining the impact of external stimuli like hotel green practices (as contextual factors); internal stimuli, i.e. perceived consumer effectiveness, perceived environmental responsibility and pro-environmental self-identity (as individual factors); and social norms as social factors, on customers’

Purpose Intellectual experiences focus on users’ information processing and critical thinking toward stimuli. The deployment of humanoid service robots as novel stimuli in tourism and hospitality has influenced users’ perceptions and may affect their intellectual engagement. This paper aims to connect four contemporary theoretical concepts: the service robot acceptance model, technological fear, the

Purpose This study aims to explore how witnessing a hospitality employee mistreating a customer impacts observers’ revenge-seeking behavior, directed not only at the offending employee but also at innocent employees. Design/methodology/approach This study conducts four online experiments to test the proposed relationships involving 881 UK adults. Findings Observing hospitality employees mistreating

Purpose The purpose of this study is to explore how realistic job previews can mitigate the negative relationship between perceived leader behavioral integrity and employees’ perceptions of psychological contract breach. Design/methodology/approach A between-subjects field experiment was conducted in the hotel industry. Five waves of data were collected from 104 newcomers over a four-month period.

Purpose The purpose of this paper is to point out that most research published in hospitality and tourism industry journals is of no value to the visitor industries or society. It argues that a primary reason is the academic practice of evaluating the utility of its research with the inappropriate metrics of journal impact factors and citation counts. To become relevant, academic leaders must refocus

Purpose This paper aims to put forth the proposition that the concept of hospitality is broader than what is often acknowledged in academic research. Specifically, this paper establishes hospitality as a fundamental human virtue. Accordingly, all people are proposed to exhibit daily actions associated with this virtue – albeit to varying degrees. A conceptual and operational definition of hospitality

Purpose This study aims to investigate and compare the factors that affect Millennials and Generation Z (Gen Z) hotel guests’ intention to adopt cryptocurrency payments (CPs) when booking a hotel. Design/methodology/approach A sequential mixed-methods approach was used. Study 1 included 20 semi-structured interviews. The qualitative findings subsequently informed the design of a quantitative survey

Purpose Although the metaverse has been widely adopted in developed countries, there has not been any research investigating the implantation of this highly transformative technology in emerging economies and disadvantaged regions, such as Tunisia. This paper aims to critically explore the factors influencing the adoption of metaverse for cultural heritage experience and discusses how will it disrupt

Purpose Based on the advice response theory perspective, this study aims to investigate the effects of human managers and artificial intelligence (AI) systems on customer-contact employees’ aversion to AI systems in the hospitality industry. It examined the mediating role of advice content characteristics (efficacy, feasibility and implementation limitations) and advice delivery (facework and comprehensibility)

Purpose Artificial intelligence (AI) is increasingly involved in idea generation and production processes. To understand AI’s pivotal roles in the back-of-house operations of restaurants, this study aims to examine the effects of AI involvement in recipe creation and food production on consumers’ willingness to order food. Design/methodology/approach We conduct three experiments in the context of casual

Purpose This paper aimed to propose a research model that investigated job satisfaction (JSAT) and affective organizational commitment (AOC) as the serial mediators linking intercultural sensitivity (IS) to service-oriented organizational citizenship behavior (SOCB). It also explored sociocultural adaptation (SA) as a moderator of the influence of IS on JSAT. Design/methodology/approach Data gathered

Purpose This study aims to investigate the role of emoji and the moderating effects of recycling messages in encouraging customers’ attitudes toward recycling and their recycling intentions via processing fluency. Design/methodology/approach Two 2 × 2 between-subject experiments are conducted to investigate the role of emojis, the moderating role of recycling messages and the mediating role of processing

Purpose Digital well-being (DWB) has become a preoccupation of society, businesses and consumers because of the proliferation of technology and the pandemic. This study aims to understand the four main problems of DWB in hospitality (DWBH): epistemology, scope, aggregation and specification by adopting integrative literature review. Design/methodology/approach The systematic analysis process develops

Purpose As more hotels adopt artificial intelligence (AI), it becomes inevitable for employees to rely on abilities enhanced by the use of AI to complete tasks. However, our understanding of how employees adapt to this shift in work design remains limited. Therefore, the purpose of this study is to explore hotel employees’ approach and avoidance behavioral reactions to dependence on AI. Design/methodology/approach

Purpose The advancements in generative artificial intelligence (GenAI) encourage disruptive transformation in the hospitality industry. Previous discussions predominantly focused on the impact of AI-powered agents on the labor force. This research extends previous studies by investigating the feasibility of GenAI as an information search agent in comparison to the predominant role of search engines

Purpose This study aims to explore how the extensive implementation of virtual influencers (VIs) in the hospitality and tourism industry shapes tourists’ trust perceptions. Specifically, it compares the differences between human influencers (HIs) and VIs based on mind perception theory and outlines the strategies for hospitality and tourism marketers to efficiently adopt influencers to enhance customers’

Purpose A substantial body of literature discusses the motivations and intentions behind participation in hospitality and tourism (HT). However, a coherent framework for systematically studying the antecedents, interactions and differences of non-participation is lacking. This paper aims to comprehensively identify the mechanisms behind non-participation in HT activities by conducting a critical review

Purpose This study aims to explore work–life integration (WLI) as a crucial mechanism underpinning the transformation of the hospitality and tourism industry from shifts in work paradigms, including rapid technological advancements, flexible work forms, quiet quitting, increasing awareness of well-being, cultural diversity and gender disparity. It further develops the coping strategies and research

Purpose Despite the growth of hotel guests’ mobile application use, limited studies identify hotel mobile application attributes and their roles in mobile application satisfaction and dissatisfaction. Therefore, drawing onto the information system success model and the two-factor theory, this study aims to establish a comprehensive framework of hotel mobile application attributes categorized into system

Purpose The strategic application of electronic word-of-mouth (eWOM) is pivotal in shaping tourist decisions. This study aims to examine the nuanced impacts of endorsement styles and the innovative role of emojis on the persuasiveness of eWOM, highlighting essential insights for digital marketing effectiveness. Design/methodology/approach Using a robust experimental design, this research engaged 376

Purpose This study aims to explore the impacts of service industry employees’ AI awareness on their voice behavior while also considering the dual mediating roles of voice efficacy and job insecurity, as well as the moderating role of trait competitiveness. Design/methodology/approach The sample comprises data from a two-wave longitudinal survey of 203 employees in the service sector. This study examined

Purpose Customer value co-creation in robots-mediated hospitality encounters involves active collaboration between customers and robots. In such encounters, robot capabilities, which are their functionalities or operational competences, and robot personalities, which are their interactive behaviors and communication styles, play a key role in enhancing customer value co-creation. The purpose of this

Purpose This study aims to examine the influence of imposter syndrome on women’s careers in the hospitality and tourism industry drawing on the role congruity theory of prejudice. Design/methodology/approach Employing cross-sectional design, this research analyzed quantitative data from 574 women at various managerial levels using the Structural Equation Modeling (SEM) technique. Findings The results

Purpose This study aims to examine the impact of peer-to-peer (P2P) accommodation platforms’ green marketing on consumers’ pro-environmental behavioural intention through the mediation of consumer trust and engagement, following the social influence theory and the stimulus–organism–response model. Design/methodology/approach A questionnaire survey was designed to collect data from American P2P accommodation

Purpose With its continuous development and application in the hotel industry, artificial intelligence (AI) is gradually replacing many jobs traditionally performed by humans. This research aims to understand how this threat and opportunity of substitution affects hotel employees’ behavioral decision-making. Design/methodology/approach This study uses a structural equation model, ordinary least squares

Purpose In social media context, service failures become public domain, making them visible to vast audiences of customers who are virtually present. Thus, this study aims to discuss the roles of service failure type and management response on observers’ perceived helpfulness. Design/methodology/approach The authors conducted econometric analyses on a dataset incorporating 107,984 reviews and 34,641

Purpose The stereotypical assumptions of what it means to be hegemonically masculine and to be a leader are aligned in current society, potentially creating role incongruity for anyone who does not fit into this definition. The purpose of this study is to investigate whether masculine and feminine leadership traits of men and women hospitality managers affect employees’ intention to trust leaders and

Purpose The purpose of this study was to understand how social media marketing activities (SMMA) influence consumers’ perceived value of online-to-offline food ordering experiences, subsequently affecting satisfaction and intentions to visit physical establishments. Design/methodology/approach Data from 845 participants was collected using a purposive sampling technique. Covariance-based structural

Purpose This critical reflection aims to introduce a five-step process to develop and validate experimental scenarios. Design/methodology/approach The five-step process was developed by analyzing academic articles, research methodology books and encyclopedias. The researcher then synthesized the learnings and formulated foundational steps for developing and validating experimental scenarios. To illustrate

Purpose What kind of robotic service do customers prefer when they dine out alone? This study aims to investigate how robotic service type affects solo diners’ attitude toward robotic service and restaurant revisit intention, through the mediation of rapport. It also examines the moderating effects of the need to belong and restaurant type. Design/methodology/approach Three experiments were conducted

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 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

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

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

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 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 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 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