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Inspired by the concept of the moment of truth, this study aims to examine how service interactions between hotel front-desk staff and a first-time check-in guest affect the guest’s brand satisfaction and brand attitudes, considering the moderating effect of welcome hospitality.

This study employs a between-subjects 2 (check-in service with high-service interaction vs low-service interaction) × 2 (with welcome hospitality vs without welcome hospitality) experimental method to investigate the mechanism of building brand attitudes towards a hotel during the check-in process.

The results of Study 1 showed that participants in the high-service interaction group reported higher brand satisfaction and brand attitudes than the low-service interaction group. It also confirmed that brand satisfaction fully mediates the relationship between service interactions and brand attributes. The results of Study 2 demonstrated the moderating effect of welcome hospitality. When service interaction is low, welcome hospitality can effectively improve brand satisfaction, but when service interaction is high, the improvement in brand satisfaction is smaller.

This research contributes to the literature on service interactions by potentially first experimentally examining the impact of first-time employee-customer interactions within a hotel setting. Recommendations were provided to hotel operators on how hotel staff can improve their service interactions.

This study extends the current understanding of halal tourism at an island destination. Specifically, this study aims to explore the attributes of halal tourism in the local islands of the Maldives, a fully Muslim country where tourism is the primary source of income for residents. To accomplish this, Muslim travellers’ experiences were examined using the process theory of travel, the halal tourism concept and the service marketing perspective.

The study used a qualitative research methodology and conducted interviews with Muslim travellers visiting the local islands of the Maldives.

The findings affirmed the five established generic attributes of halal tourism and generated another three emergent attributes of halal tourism, specific to an island destination. The study further enhances the existing knowledge of the generic attributes of halal food and beverage, prayers and mutual respect and benefits. It also establishes that the dimensions of safety and privacy, value for money, perishability and heterogeneity characterise all the emerging halal tourism attributes. The study concludes that halal tourism is an experience imbued with values that promotes dignified tourism.

The findings on the specific attributes of halal tourism at an island destination extend overall understanding of the halal tourism concept and process. The fact that the Maldives is entirely Muslim offers a unique opportunity to explore the normative attributes of halal tourism in an island destination. This enhanced understanding contributes to effective managerial practices aimed at developing competitive halal tourism services.

Technological advancements are reshaping the tourism industry, necessitating the adaptation of business models through digital technology utilisation for intelligent, sustainable and inclusive tourism offerings. The diverse nature of tourism businesses, encompassing size, technology access, risk aversion, labour intensity, and more, presents a spectrum of challenges and opportunities for business model innovation (BMI) and digital transformation (DT) to maintain competitiveness. This study focuses on the core aspects of DT and BMI within the tourism sector, offering pivotal insights to aid tourism companies embarking on the intricate journey of DT and BMI in this evolving landscape.

The study conducts an extensive literature review to identify critical issues and pathways for tourism businesses pursuing DT and BMI. The review is focused on the challenges, opportunities, risks and imperatives that tourism organisations have to navigate in the current DT landscape to renew their business model.

The findings underscore the pressing need for tourism businesses to undergo a holistic DT. While digital technologies are reshaping the essence of tourism value chains, the transformation extends beyond technology adoption to encompass a profound renewal of organisational culture, competencies, structure, leadership and operational models. This paradigm shift is indispensable for crafting more innovative, sustainable and more inclusive tourism development. The paper also provides strategic recommendations and outlines future research directions to fortify the transformational journey of the tourism sector.

The paper provides key insights into supporting DT and BMI in tourism businesses, advancing a nuanced understanding of the multifaceted challenges and opportunities tourism organisations face in the digital age.

This study aims to examine how hotel customer relationship management (CRM) practices affect tourist behavioural loyalty. This study also investigates the relationship quality (trust and satisfaction) as a mediator between CRM practices and tourist behavioural loyalty in Bangladesh’s hotel sector.

Data was collected through a survey using a standardized questionnaire that used a five-point Likert scale. A total of 411 respondents were selected using a convenient sampling method. The data was analysed and interpreted using Smart-PLS.

Relationship quality (both trust and satisfaction) partially mediates the relationship between hotel CRM practices and tourist behavioural loyalty in the hospitality industry.

The Bangladeshi hotel management can use the outcomes of this study to enhance tourist loyalty by implementing and maintaining better CRM features in the hotel.

The unique contribution to the hotel industry of Bangladesh is the role of relationship quality, which includes trust and customer satisfaction, as a mediator between hotel CRM practices and traveller behavioural loyalty.

International assignments are not just opportunities for career advancement but also for personal growth and exploration. This paper, by capturing the changing expectations and success parameters across the assignments, is a timely and relevant resource for individuals navigating the complexities of international careers. In addition, the paper aims to help organizations build policies for enabling successful assignments for international assignees and managers.

Our research took a unique two-pronged approach to understanding the success parameters of international assignments. We first interviewed 16 managers to understand the success parameters they set for expatriates. Then, we interviewed 19 international assignees to explore their choices and how they defined success in their international experiences.

Our comprehensive research, based on 35 interviews with international assignees and their supervisors, reveals that an assignment's success evolves with different stages of the assignment, over the assignments that the assignees choose, and varies according to the intent of the mobility.

This paper makes a significant contribution to the field of cross-cultural management and international assignments. By discussing the evolving definition of success across various international assignments, it not only provides valuable insights for expatriates in their international careers but also to managers to build aligned policies and practices.

This paper aims to strengthen the connection between therapeutic built environments and tourism research and practice. While there is evidence in the importance of the Built Environment (BE) of cities, workspaces and health-care facilities to health, the BE of facilities for tourism in relation to health remains relatively unexplored.

The paper conducts an exploratory search on architecture and tourism BE and narrowed it down to a scoping review on wellness tourism and architectural health impacts from 2010 to 2024. This would highlight lessons learned from the field of medical architecture, i.e. a cross-disciplinary field combining BE research, public health and health-care services research, to explore potential synergies of cross-pollination with the field of hospitality and medical architecture.

Principles and theories of medical architecture can be incorporated into the BE of wellness hospitality, tourism for ageing and pandemic preparedness.

The paper sets the basis of a novel cross-disciplinary collaboration between therapeutic architecture and hospitality for increasing the societal impact of the latter. This is particularly important in a post-Covid and an ageing society.

本文旨在加强治疗性建筑环境与旅游研究和实践之间的联系。虽然有证据表明城市、工作场所和医疗设施的建筑环境(BE)对健康很重要, 但与健康相关的旅游设施的建筑环境仍相对未被探索。

作者对建筑和旅游建筑环境进行了探索性搜索, 并将其缩小到2010年至2024年期间的健康旅游和建筑健康影响的范围审查。这将突出医疗建筑领域的经验教训, 即结合建筑环境研究、公共卫生和医疗服务研究的跨学科领域, 以探索与酒店业和医疗建筑领域交叉授粉的潜在协同效应。

医疗建筑的原则和理论可以纳入健康酒店业、老龄化旅游和大流行病准备的建筑环境中。

我们为治疗性建筑和酒店业之间的新型跨学科合作奠定了基础, 以增加后者的社会影响。这在后疫情时代和老龄化社会中尤为重要。

Este documento pretende reforzar la conexión entre los entornos construidos terapéuticos y la investigación y la práctica del turismo. Aunque existen pruebas de la importancia del entorno construido (EC) de las ciudades, los espacios de trabajo y las instalaciones sanitarias para la salud, el EC de las instalaciones para el turismo en relación con la salud sigue estando relativamente inexplorado.

Realizamos una búsqueda exploratoria sobre arquitectura y el EC turístico y la acotamos a una revisión de alcance sobre el turismo de bienestar y los impactos arquitectónicos en la salud desde 2010 hasta 2024. Esto pondría de relieve las lecciones aprendidas en el campo de la arquitectura médica, es decir, un campo interdisciplinar que combina la investigación de la EC, la salud pública y la investigación de los servicios sanitarios, para explorar posibles sinergias de polinización cruzada con el campo de la hostelería y la arquitectura médica.

Los principios y teorías de la arquitectura médica pueden incorporarse a la EC de la hosteleria para el bienestar, el turismo para el envejecimiento y la preparación ante pandemias.

Sentamos las bases de una novedosa colaboración interdisciplinar entre la arquitectura terapéutica y la hostelería para aumentar el impacto social de esta última. Esto es especialmente importante después de la crisis y en una sociedad que envejece.

Music and sound have been used pervasively to enhance the tourism and hospitality experience. Incorporating music into a brand’s identity has the potential to influence consumer perceptions and decision-making. This study aims to identify how sonic branding influences consumer attitudes and engagement patterns with hotel brands by using feelings as information theory and applying the effects of music on neurochemical phenomena in the brain. It also explores how sonic branding differentially influences the decision-making of consumer segments.

Experimental studies are used to examine how sonic brands influence consumer perceptions and engagement tendencies. Study 1 (n = 92) adopts a single-factor experimental design to investigate the main effects of sonic branding (presence vs absence) on customers’ responses. Study 2 (n = 204) uses a 2 (sonic branding: present vs. absent) × 2 (purpose of travel: leisure vs business) design to examine the interaction effects. Participants were recruited through Prolific.

Results indicate that the use of sonic branding increases engagement tendencies for a hotel brand. In addition, sonic branding interacted with the purpose of travel such that business travelers exhibited more favorable attitudes and higher engagement tendencies toward a hotel brand than leisure travelers when a sonic brand was used.

Given the proliferation of audio-centric environments, this research provides insight into how tourism and hospitality brands can engage and connect with customers by developing sonic brands that can be used throughout the customer journey.

音乐和声音被广泛用于提升旅游和酒店体验。将音乐融入品牌的身份有可能影响消费者的感知和决策。本研究旨在通过使用感觉作为信息理论和应用音乐对大脑神经化学现象的影响, 识别声音品牌如何影响消费者对酒店品牌的态度和参与模式。它还探讨了声音品牌如何对不同消费者群体的决策产生差异化影响。

采用实验研究来检验声音品牌如何影响消费者的感知和参与倾向。研究1（n = 92）采用单因素实验设计, 调查声音品牌（有 vs. 无）对客户反应的主要影响。研究2（n = 204）采用2（声音品牌：有 vs. 无）× 2（旅行目的：休闲 vs. 商务）设计, 检验交互效应。参与者通过Prolific平台招募。

结果表明, 使用声音品牌会增加消费者对酒店品牌的参与倾向。此外, 声音品牌与旅行目的的交互作用表明, 当使用声音品牌时, 商务旅行者比休闲旅行者对酒店品牌表现出更有利的态度和更高的参与倾向。

鉴于音频中心环境的普及, 本研究提供了旅游和酒店品牌如何通过开发声音品牌在整个客户旅程中与客户互动和联系的见解。

La música y el sonido se han utilizado de forma generalizada para mejorar la experiencia del turismo y la hostelería. La incorporación de la música a la identidad de una marca tiene el potencial de influir en las percepciones y la toma de decisiones de los consumidores. Este estudio pretende identificar cómo influye la marca sonora (o audio branding) en las actitudes de los consumidores y en sus patrones de compromiso con las marcas hoteleras utilizando los sentimientos como teoría de la información y aplicando los efectos de la música en los fenómenos neuroquímicos del cerebro. También explora cómo influye diferencialmente la marca sonora en la toma de decisiones de los segmentos de consumidores.

Se emplean estudios experimentales para examinar cómo influyen las marcas sónicas en las percepciones y las tendencias de compromiso de los consumidores. El estudio 1 (N = 92) adopta un diseño experimental de factor único para investigar los efectos principales de la marca sonora (presencia frente a ausencia) en las respuestas de los clientes. El estudio 2 (N = 204) utiliza un diseño 2 (marca sonora: presente frente a ausente) × 2 (Objetivo del viaje: ocio frente a negocios) para examinar los efectos de interacción. Los participantes fueron reclutados a través de Prolific.

Los resultados indican que el uso de la marca sonora aumenta las tendencias de compromiso con una marca hotelera. Además, la marca sonora interactuó con el objetivo del viaje de forma que los viajeros de negocios mostraron actitudes más favorables y mayores tendencias de compromiso hacia una marca hotelera que los viajeros de ocio cuando se utilizó una marca sonora.

Dada la proliferación de entornos audiocéntricos, esta investigación ofrece una visión de cómo las marcas turísticas y de hostelería pueden captar la atención de los clientes y conectar con ellos desarrollando marcas sonoras que puedan utilizarse a lo largo de todo el viaje del cliente.

The purpose of the study is to investigate the influence of training and development and work–life balance on employee engagement and job performance at private banks in Bangladesh. This study also investigates the indirect influence of training and development and work–life balance on the job performance of private banks through the mediating role of employee engagement.

The present study used a self-administered survey questionnaire to collect data from the private bank staff who had been working in the existing bank for more than one year. In this study, 450 survey questionnaires were distributed to the respondents and received 346 useful responses (76.88% response rate). The SmartPLS 4 software was used to determine the reliability and validity of the constructs. The SmartPLS 4 software was also used to test the hypothesised path coefficients via Partial Least Squares Structural Equation Modelling (PLS-SEM).

The findings of the study indicate that both training and development and work–life balance significantly influence employee engagement and job performance in the private banks. The findings also indicate that both training and development and work–life balance indirectly significantly influence the job performance of the private bank through the mediating role of employee engagement.

This study suggests various practical implications. Managers should provide opportunities for employees to actively participate in employee training. The present study also suggests that managers should also prioritise and model a healthy work–life balance because when leaders value work–life balance, employees feel empowered. The findings of the study suggest that organisations should design effective employee development programmes and foster a supportive work environment to motivate their employees to contribute to organisational success.

This study makes significant theoretical contributions to the existing literature on employee engagement and job performance. The present study enhances theoretical depth by highlighting the mediating role of job engagement in achieving job performance, offering a new perspective on the relationship between these variables and paving the way for targeted interventions. The present study also enriches the existing body of literature by examining the impact of training and development and work–life balance through the lens of organisational support theory, presenting a comprehensive understanding of the intricate dynamics at play.

Drawing on the JD-R theory, this study investigates the effect of working from home on employee engagement and work-life balance considering work-life balance as the mediator in the working from home-employee engagement relationship and altruism as the moderator in the work-life balance-employee engagement relationship.

An online questionnaire using the snowball sampling approach was employed to collect data from 350 professional-level employees working from home due to the COVID-19 outbreak. Hypotheses were tested using structural equation modeling.

The findings indicate that work-life balance significantly affects employee engagement and confirm the moderating role of altruism in the relationship between work-life balance and employee engagement. However, work-life balance does not mediate the relationship between working from home and employee engagement.

These findings advanced JD-R theory in human resource management by focusing on a more humanistic and compassionate approach towards managing employees, particularly in the remote working context during turbulent times.

Social media offers better prospect for travellers to seek for travel information, choose a location and share their personal travel experiences. The current study aims to examine how tourists gather information from YouTube shorts and its influence on their intention to use it for selection of an ecotourism destination.

The conceptual model of the study is constructed on information adoption model (IAM). An adaptive questionnaire was utilised to gather 374 valid responses. Partial least square structural equational modelling (PLS-SEM) was utilised for data analysis.

The results showed a positive significant relationship between all the constructs of IAM. The findings also show significant mediating effect of attitude and moderating effect of involvement between information quality and adoption also between source credibility and information usefulness.

This study will help destination marketers by providing valuable insights to them to promote their destinations more effectively on social media platforms. This study will also help travel influencers in understanding what are the factors they should focus on while providing information about ecotourism destination. It will additionally help the local economy and conveys a message to travellers about responsible travel behaviour when selecting or visiting ecotourism destination.

This is the very first attempt to investigate the adoption of YouTube shorts information and formulating behavioural intentions to utilise it for ecotourism destination selection.