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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.

In modern tourism, what is expected are natural beauties, tourism facilities and activities that can meet tourists' desires and expectations. In order for all of these to materialize, sustainability is necessary for tourists, the environment, the destination and the tourism supply. Fulfilling all of these requirements relies on the stakeholders fulfilling their responsibilities within the destination.

Therefore, the subject of this study is to focus on the expectations and motivations that lead tourists to visit a destination, along with the attractiveness of the destination itself, and the concept of responsible tourism. The study will explore the expectations and motivating factors that lead tourists to visit a destination, the creativity of the destination and the overall concept of responsible tourism in a comprehensive manner.

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.

This study aims to focus on tourists with physical disabilities and examine their perceptions of service robots in hotels and their influence on the overall experience, behavioral intentions and hotel attachment.

A survey was conducted via the Prolific platform to collect data from 409 respondents. The data was analyzed using partial least squares–based SEM.

The salient PLS-SEM findings show that perceived safety and functional benefits significantly affect a hotel's overall experience and intention to revisit. Perceived privacy did not relate to the hotel's overall experience and intention to revisit. Moreover, the hotel's overall experience significantly affects the intention to revisit, further influencing hotel attachment.

This research only examines the perceptions of tourists with physical disabilities of hotel service robots. Findings are based on a survey, and thus, the results cannot be generalized.

Current research indicates the impact of the intention to revisit and hotel attachment. Moreover, this study investigates the mediating role of overall hotel experience in the association between perceived privacy, perceived safety and functional benefits regarding revisit intention.

本研究关注身体残障游客, 并检查他们对酒店服务机器人的感知, 以及对整体体验、行为意图和酒店情感联系的影响。

通过Prolific平台进行调查, 收集了409名受访者的数据。数据使用PLS-SEM进行分析。

显著的PLS-SEM结果表明, 感知安全性和功能性收益显著影响酒店的整体体验和再次入住意愿。感知隐私与酒店的整体体验和再次入住意愿无关。此外, 酒店的整体体验显著影响再次入住意愿, 进而影响酒店情感联系。

本研究仅考察了身体残障游客对酒店服务机器人的感知。研究结果基于调查, 因此无法推广到整体。

当前研究表明再次入住意愿和酒店情感联系的影响。此外, 本研究探讨了整体酒店体验在感知隐私、感知安全和功能性收益与再次入住意愿之间的关联中的中介作用。

Drawing on the reasoned action theory, this study aims to examine the impact of environmental knowledge (EK) and environmental sustainability performance (EP) on environmental behavior (EB) mediated by environmental attitude (ATT). Furthermore, to examine the moderating effect of environmental advertising (ADD) on the indirect relationship between EP and EB, mediated by ATT on the one hand, and EK on EB, on the other hand, mediated by ATT.

The data were gathered within an international context for passengers from North African countries (NAC) (Egypt, Algeria, Tunisia, Libya, Morocco and Sudan) using primary quantitative data from online and self-administered questionnaires. A total of 1,052 questionnaires were collected from passengers who traveled through Egyptian airports. The collected data were analyzed through covariance-based structural equation modeling.

The findings indicated that ATT moderates the relationship between environmental knowledge and behavior. In addition, ATT mediates the airports' environmental behavior and environmental sustainability performance. Moreover, ADD moderates the indirect association between EP and individuals' environmental knowledge and behavior through the mediated effect of ATT.

This research output will help extend the theory’s scope by conceptualizing its abstract ideas using research variables and applying them in NAC countries. This can be a milestone for altering individuals' behavior toward the environment in airports.

This study aims to assist airport authorities in the development of standards for enhancing environmental performance. Enhancing environmental issues is of utmost importance, especially in the context of airports, which have been a subject of significant environmental concern. This study examined the environmental practices of airport passengers in NAC, given their significant role as the primary source of greenhouse gas emissions on the African continent. The present approach has the potential to be utilized in modifying airport conduct and enhancing stakeholder engagement, specifically within the context of NAC.

The objective of this study is to enhance the relationship between nature and humans by endeavoring to modify human attitudes toward the environment. The objective of this initiative is to bridge the current disparity in the socio-environmental connection by fostering environmental consciousness among individuals who utilize airport facilities. The objective will be accomplished by the construction of a theoretical framework that integrates crucial elements acknowledged for their substantial influence on altering human attitudes, thus fostering a greater sense of environmental consciousness and ultimately improving societal well-being.

Since the global supply chain prioritizes environmental transportation systems, this study provides a conceptual framework for airport authorities to develop and create policies to push air passengers' behavior toward environmental practices in NAC.

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.