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Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that are friendly to the environment and are becoming increasingly popular among green travellers. Electronic word-of-mouth is a technique of communicating with consumers in order to share their experiences, and it is a significant marketing tool for hotels. This paper aims to identify the main themes shared in online reviews by tourists visiting eco-friendly hotels, and which of these themes were associated with satisfaction and dissatisfaction ratings.

The research used qualitative content analyses to analyse 1,202 user-generated content of the top 10 hotels in UK shared by guests on an online platform.

The analyses revealed nine themes in descriptions of airline travel experiences. These are “hotel amenities”, “services”, “location”, “staff”, “eco” (eco-friendly activities), “value” and “recommend/revisit” (intentions). Negative comments are associated with the “bathroom”, “mattress”, “water”, “bed”, “price”, “shower”, “Wi-Fi” and “restaurant” concepts.

This study differs from previous research in which it aims to address a void in the literature on the shortcomings of research focused on finding the dominant themes expressed in online reviews by tourists visiting eco-friendly hotels, and it does so using data mining approach.

The COVID-19 pandemic has resulted in a brand-new phenomenon in customer consumption patterns. This resulted from heightened health awareness brought on by the COVID-19 epidemic. There is a dearth of appropriate health psychology perspectives in the existing study examining the effect of COVID-19 on consumers’ use of crowdsourced logistics (CL) platforms. In order to provide unique and thorough insights into how consumer health concerns can affect consumers’ subjective views and their decisions to use CL, this study combines the health belief model and the technology acceptance model.

Five hundred valid responses from an online survey that was created and administered in Singapore were analysed using structural equation modelling.

The findings show that all of the suggested constructs have a favourable influence on consumers’ intentions to use CL. The suggested model also demonstrates high explanatory power, with perceived usefulness serving as the primary driver, followed by perceived ease of use and self-efficacy.

The study advances previous academic research on CL and offers guidance to CL companies and lawmakers for promoting sustainable and secured last-mile delivery.

This study evaluates the moderating role of work-based social supports (i.e. supervisor support and co-worker support) in the relationship between job insecurity and job burnout among hospitality employees in Malaysia. Besides, the direct effect between job insecurity and job burnout is examined.

The cross-sectional data of this study were based on a total of 220 self-administered questionnaires that have been completed by hospitality employees from three different states in Malaysia. Respondents were recruited based on a snowball sampling approach. The data were collected during the COVID-19 pandemic, which was from October 2020 to January 2021.

Partial least square-structural equation modeling (PLS-SEM) was performed via SmartPLS software. The finding confirmed that job insecurity significantly intensifies employees' job burnout. Supervisor support and co-worker support were found to moderate the link between job insecurity and burnout. As anticipated, the relationship between job insecurity and job burnout increased when supervisor support is low. But high co-worker support was found to strengthen the impact of job insecurity on job burnout instead of the reverse.

This study supplements the existing literature by clarifying which sources of work-based social support (i.e. co-worker support or supervisor) is more salient in alleviating the adverse impact of job insecurity on job burnout during the COVID-19 pandemic among hospitality employees in Malaysia.

The study aims to work on two objectives, first to provide a theoretical foundation along with ongoing trend in the field of green human resource management (GHRM) and employee green creativity (EGC) in the hospitality and tourism industry. Second, the study also proposes a conceptual research model to understand the dynamics of the relationship between GHRM and EGC for future studies.

The study uses multi-method approach, systematic literature review and bibliometric analysis is performed on published work on GHRM and EGC. This study initially shortlisted 52 publications from multiple databases, which was refined to 11 Scopus-indexed papers, which discussed both GHRM and EGC attributes in a hospitality context. VOSviewer and advance excel software's are being used to perform the analysis.

The systematic literature review concluded that very limited studies have been conducted on GHRM and EGC in the hospitality context and it has recently gained prominence during the covid pandemic. While bibliometric analysis also identified h-index authors with their co-authorship network, citations and keywords matrix and the changing trends in the domain of GHRM and EGC in hospitality and tourism industry. The analysis also highlights the individual and organisational factors influencing the relation between GHRM and EGC.

This study is the first to conduct a systematic literature review and bibliometric analysis on GHRM and EGC in hospitality and tourism sector. Moreover the paper also provides researchers with an in-depth summary of the available literature and a blue print for future studies on GHRM and EGC.

Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care.

Situated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia.

The findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts.

This study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.

Anchored in the conservation of resources (COR) theory, this research aims to examine the effect of spiritual leadership on green creativity via the mediating role of green work engagement (GWEN).

The data were collected from 254 frontline hotel employees in the United Arab Emirates (UAE), and the hypothesized relationships were assessed using partial least squares structural equation modeling (PLS SEM).

The findings suggest that spiritual leadership boosts GWEN and green creativity, and GWEN positively affects green creativity and mediates the nexus between spiritual leadership and green creativity.

Top management in the hospitality industry should focus on building spirituality and spiritual practices among their managers to accomplish organizational green goals. The hospitality industry is a highly competitive service sector that contains several unique challenges for workers, such as growing customer demands and asking for employee creativity while concurrently producing and delivering high-quality, differentiated services. In such tense and demanding professional settings, employees require intrinsic motivation to achieve something “out of the box.” Organizations should understand that intrinsic motivation implanted by spiritual leaders can encourage individuals to engage in green tasks and ultimately go beyond the script to achieve green creativity.

This study advances the extant literature by highlighting the role of spiritual leadership, as an emerging leadership style, in fostering GWEN and green creativity. It also adds to the existing research by examining the underlying mechanism through which spiritual leadership nurtures green creativity.

This paper highlights the effects of supervisor bullying (SBL) on work–family conflict (WFC), employee voice behavior (EVB), working compulsively (WCO) and working excessively (WEX), as well as the effects of WFC, EVB and WEX on employees' sleeping problems.

Data were gathered from 473 five-star hotel employees, and their responses were analyzed using AMOS v.23.

SBL significantly lowers EVB while significantly increasing WFC. SBL increases WEX and WCO levels, which may be considered a short-term positive outcome of SBL.

This paper will help improve understanding of employee reactions to an emotionally charged workplace occurrence.

The aim of this study is to offer evidence-based knowledge of the most popular research topics in studies on spiritual leadership (SL) and the research approaches and theories in use. Another aim is to create a comprehensive research framework covering the antecedents and outcomes of SL, as well as the underlying mechanisms and conditional factors. This study also synthesizes future research avenues presented in the literature.

This study used a systematic literature review method. The presented analysis covered both bibliometric studies and in-depth manual content analysis. In total, 274 articles indexed in the Scopus database were analyzed, with a particular focus on 126 empirical papers.

This study shows that most of the research took place in developing countries and focused on the links between SL and workplace spirituality, employee well-being and engagement. It provides a complex research framework which orders previous variables according to their levels. Future research is required that would use a multilevel research approach and determine the impact of SL on society and the leaders themselves, as well as determining the reverse impact of organizational performance on the development of SL.

This study takes advantages of both bibliometric and in-depth content analysis to expand the understanding of the state of the art in SL research. It demonstrates how different factors contribute to SL and how they subsequently influence outcomes. It also offers numerous future research directions which go beyond those identified so far in the literature to further develop the theory of SL.

This study aims to identify the role of innovation research in formulating the intellectual structure of the hospitality and tourism literature by performing a bibliometric analysis.

In total, 6,255 journal articles on innovation were gathered from Scopus and analyzed using co-citation, bibliographic coupling and thematic content analyses. The most influential articles were also carefully read to reveal a nomological network of innovation research in hospitality and tourism scholarship.

Co-citation analysis reveals that there are six significant clusters in the field of innovation research. Various philosophical underpinnings might be used in different circumstances, with actor-network and Schumpeterian theory playing significant roles. A review of current works using bibliographic coupling reveals five interesting emerging research areas and makes numerous recommendations for when to conduct more studies. A review of influential articles displayed differences between the co-citation and bibliographic coupling analysis findings and produced a framework for further investigation of the knowledge field.

This paper is among the first integrative reviews on innovation research in hospitality and tourism by quantitatively reviewing published articles and qualitatively reviewing the content of the most influential studies.

This paper reports the results of research that examines the interrelationships between efficacy of sustainability values (SV) and pro-sustainable behaviors of potential tourists. A partially mediated model is postulated and tested to help explain additional error variance in predicting consumers’ destination choice decisions in tourism, hence voiding a critical research gap. Coined as the “environmentally intellectualist behavior,” a new mediator variable is tested to explain additional error variance in human-value models.

The study is based on data collected from two representative samples of potential tourists from the USA and Canada. Data analyses include exploratory and confirmatory factor analyses that were used to examine the underlying domain structures of SV, followed by a predictive model using structural equation modeling.

The study findings suggest that values are salient factors that underlie pro-sustainable tourism and travel behavior. Moreover, the results confirm the existence of a higher-order sustainability construct. The study contributes original insights to the field by demonstrating that there are direct and indirect positive relationships between SV, environmental behaviors and decisions of consumers who take a pro-sustainable stance when traveling.

By modeling values as antecedents to attitudes and testing interrelationships between SV and the mediator variables coined as the environmentally intellectual behavior, the authors developed and tested a predictive model to explain destination- and product choice decisions. The model tested herein advances the value theory in two fundamental ways: first, this study demonstrates that SV can be modeled as higher-order factors. Second, values are antecedents to attitude and other variables, therefore must be included in consumer behavior models. Finally, the culture or origin of tourists matters when examining the impact of values on tourists’ choice decisions. Political actions and environmental attitudes can be modeled as mediators to explain additional error variance.