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Drawing upon social exchange theory, this research investigates the interplay of corporate philanthropy, environmental marketing strategy, relationship quality, greenwashing, and customer citizenship behavior in the family-owned hotels of an emerging market.

A field survey questionnaire was used to gather the data from 394 hotel customers by randomly selecting three premium family-owned hotels in Lahore: Faletti’s, Avari, and Holiday Inn. The data was analyzed using the structural regression modeling (SRM) technique with the assistance of AMOS version 24.

The results show that corporate philanthropy and environmental marketing strategy positively influence relationship quality, and relationship quality positively influences customer citizenship behavior. Relationship quality partially mediates the association between corporate philanthropy and customer citizenship behavior, but we found that greenwashing does not have a moderating role.

This research has theoretical implications for marketing scholars and practical implications of family-owned hotels in emerging markets.

The study has contributed contextually by collecting a unique dataset from family-owned hotels in an emerging market. Theoretically, we have conceptualized a model through the Social Exchange Theory by recommending relationship quality as a mediator and greenwashing as a moderator.

The increased utilization of artificial intelligence-enabled applications (AI-ETs) across the customer journey has transformed customer experience (CX), introducing entirely new forms of the concept. This paper aims to explore existing academic research on the AI-enabled customer experience (AICX), identifying gaps in literature and opportunities for future research in this domain.

A systematic literature review (SLR) was conducted in March 2022. Using 16 different keyword combinations, literature search was carried across five databases, where 98 articles were included and analysed. Descriptive analysis that made use of the Theory, Characteristics, Context, Methods (TCCM) framework was followed by content analysis.

This study provides an overview of available literature on the AICX, develops a typology for classifying the identified AI-ETs, identifies gaps in literature and puts forward opportunities for future research under five key emerging themes: definition and dynamics; implementation; outcomes and measurement; consumer perspectives; and contextual lenses.

This study establishes a fresh perspective on the interplay between AI and CX, introducing the AICX as a novel form of the experience construct. It also presents the AI-ETs as an integrated and holistic unit capturing the full range of AI technologies. Remarkably, it represents a pioneering review exclusively concentrating on the customer-facing dimension of AI applications.

随着人工智能应用程序 (AI-ET)在旅途中的使用不断增加, 消费者体验 (CX)得以转变, 引入了全新的概念形式。 本文旨在探索有关人工智能客户体验（AICX）的现有学术研究, 从中找出文献中的空白以及该领域未来研究的机会。

本系统性文献综述（SLR）于2022 年 3 月开工。基于16 个不同的关键词组合, 本综述统共收录并分析了来自 5 个数据库98 篇文献, 采用理论-特征-背景-方法 (TCCM) 框架先后进行描述性分析和内容分析。

该研究概述了 AICX 的现有文献, 开发了对已识别的 AI-ET 进行分类的类型学, 确定了现有文献中的空白, 并在 5 个关键新兴主题下提出了未来研究的机会：1. 定义和动态, 2 . 实施, 3. 结果和衡量, 4. 消费者视角, 5. 情境视角。

本研究建立了全新的视角看待 AI 和 CX 之间的相互作用, 引入了 AICX 这种新颖的体验构造形式, 还将 AI-ET 展示为一个集成了全方位人工智能技术的整体单元。 值得一提的是, 本文代表了一项专门关注人工智能应用面向客户维度的开创性综述。

La creciente utilización de aplicaciones habilitadas por inteligencia artificial (AI-ET) a lo largo del recorrido del cliente han transformado la experiencia del cliente (CX), introduciendo formas totalmente nuevas del concepto. Este artículo pretende explorar la investigación académica existente sobre la experiencia del cliente a través de la IA (AICX), identificando las lagunas en la literatura y las oportunidades para futuras investigaciones en este ámbito.

En marzo de 2022 se llevó a cabo una revisión bibliográfica sistemática (SLR). Utilizando 16 combinaciones diferentes de palabras clave, se realizó una búsqueda bibliográfica en 5 bases de datos en las que se incluyeron y analizaron 98 artículos. El análisis descriptivo que hizo uso del marco Teoría, Características, Contexto, Métodos (TCCM) fue seguido del análisis de contenido.

El estudio ofrece una visión general de la bibliografía disponible sobre la AICX, desarrolla una tipología para clasificar las AICX detectadas, identifica lagunas en la literatura y plantea oportunidades para futuras investigaciones bajo cinco temas emergentes claves: 1. Definición y dinámica, 2. Implementación, 3. Resultados y medición, 4. Perspectivas del consumidor, 5. Lentes contextuales.

El estudio establece una nueva perspectiva sobre la interacción entre la IA y la CX, introduciendo la AICX como una forma novedosa del constructo experiencia. También presenta las AICX como una unidad integrada y holística que capta toda la gama de tecnologías de la IA. Notablemente, representa una revisión pionera que se concentra exclusivamente en la dimensión orientada al cliente de las aplicaciones de la IA.

The intangible nature of tourism means that variables such as destination image (DIM) or intention to recommend (IR) are crucial for tourists, as they are reliable sources of information. However, since these are dynamic variables, they have been affected by Covid-19 and need to be updated. Based on the above, the purpose of this study is to examine how the unlearning (UL) process helps tourists to become aware of the new situation, relinquish old habits and relearn, thus, influencing DIM and the IR destinations. Furthermore, the relationship between DIM and IR is analysed.

To analyse the proposed model, an empirical analysis was carried out through an online survey obtaining a valid sample of 457 Spanish domestic travellers. The data were analysed using partial least square structural equation modelling (PLS-SEM).

Results show a positive effect between the UL outcomes and IR a destination, as well as a mediator effect of DIM on this relationship.

To the best of the authors’ knowledge, this study analyses for the first time UL in the tourism sector as an individual process carried out by tourists and shows how it influences their decision-making process.

La naturaleza intangible del turismo hace que variables como la imagen del destino o la intención de recomendarlo sean decisivas para los turistas, al considerarlas fuentes de información fiables. Dado su carácter dinámico, estas variables se han visto afectadas por la pandemia del Covid-19 y necesitan ser actualizadas. En base a lo anterior, el objetivo de este estudio es analizar cómo el proceso de desaprendizaje ayuda a los turistas a ser conscientes de la nueva situación, a abandonar los viejos hábitos y a reaprender, influyendo así en la imagen del destino y en la intención de recomendarlos. Asimismo, se analiza la relación entre la imagen del destino y la intención de recomendarlo.

Para analizar el modelo propuesto se llevó a cabo un estudio empírico basado en una encuesta online, obteniendo una muestra válida de 457 viajeros nacionales españoles. Los datos se han analizado mediante PLS-SEM.

Los resultados del estudio muestran un efecto positivo entre los resultados del desaprendizaje y la intención de recomendar destinos, así como un efecto mediador de la imagen de destino en esta relación.

Este estudio analiza por primera vez el desaprendizaje en el sector turístico como un proceso individual llevado a cabo por turistas y muestra cómo influye en el proceso de toma de decisiones de estos.

This study aims to provide a systematic review of the literature on destination competitiveness. It explores research themes and approaches, and outlines an agenda for future research.

One hundred and eighty-three journal articles on destination competitiveness published in English since 2010 were collected. Content analysis was performed.

The authors found that sustainable development and smart tourism were popular themes related to destination competitiveness. Recent studies still relied heavily on Ritchie and Crouch’s (2000) model or Dwyer and Kim’s (2003) model. The authors also offer constructive insights for future research, proposing that research seek more input from residents, take an advanced integrated approach between supply and demand, adopt more core theories, focus on less researched types of destinations, explore the further contribution of smart tourism and adopt a negative lens to study the antecedents and consequences of destination competitiveness. The adoption of a longitudinal study approach is also suggested.

This paper contributes to the literature because of the scope of its review and perspective of discussion. Previous review papers have only focused on the factors and indicators of tourism destination competitiveness in different settings. We extend our literature review to research themes and approaches, and make suggestions for future research directions.

本研究对目的地竞争力相关的文献进行了系统性回顾, 以探讨研究主题、方法和未来议程。

本研究收集了自2010年以来以英文发表的183 篇关于目的地竞争力的期刊文章, 并进行了内容分析。

我们发现可持续发展和智慧旅游是与目的地竞争力相关的热门主题。近期的研究仍然主要依赖Ritchie 和Crouch（2000）的模型或Dwyer和Kim（2003）的模型。我们为未来的研究提供了建设性的意见, 建议研究寻求更多居民的意见, 采取进阶的供给与需求的综合方法, 采用更多的核心理论, 关注较少研究过的目的地类型, 探索智慧旅游的进一步贡献, 并采用反向的视角来研究目的地竞争力的前因和后果。我们还建议采用纵向研究的方法。

本研究在评论的范围和讨论的角度对文献作出了贡献。以往的文献综述性文章只关注不同环境下的旅游目的地竞争力的因素和指标。我们在回顾研究主题、方法和对未来研究的建议等方面进行了扩展。

Se recopilaron ciento ochenta y tres artículos de revistas sobre la competitividad de los destinos publicados en inglés desde 2010. Se realizó un análisis de contenido.

Este estudio presenta una revisión sistemática de la bibliografía sobre la competitividad de los destinos. Se analizan temas y enfoques de investigación y se presenta una agenda para futuras investigaciones.

Se constató que el desarrollo sostenible y el turismo inteligente eran temas populares relacionados con la competitividad de los destinos. Los estudios recientes siguen basándose en gran medida en el modelo de Ritchie y Crouch (2000) o en el de Dwyer y Kim (2003). Se presentan ideas constructivas para futuras investigaciones, proponiendo que las investigaciones se centren en más aportaciones de los residentes, adopten un enfoque integrado avanzado entre la oferta y la demanda, se basen en mayor medida en las teorías fundamentales, se centren en tipos de destinos menos investigados, exploren la contribución adicional del turismo inteligente y adopten una óptica negativa para estudiar los antecedentes y las consecuencias de la competitividad de los destinos. También se sugiere la adopción de un enfoque de estudio longitudinal.

Este trabajo contribuye a la literatura por el alcance de su revisión y la perspectiva de la discusión. Los trabajos de revisión anteriores sólo se han centrado en los factores e indicadores de la competitividad de los destinos turísticos en diferentes entornos. Se amplía la revisión de la literatura a temas y enfoques de investigación, y se plantean sugerencias para futuras direcciones de investigación.

The purpose of the research is to investigate whether corporate social responsibility awareness (pCSR), environmental concerns (EC) and consumer environmental knowledge (CK) will have an impact on sustainable purchase intention (SPI). Furthermore, this paper also contributes to surveying the mediating impact of consumer attitudes (CAs) between intention and the three factors mentioned above.

SmartPLS (version 4.0) structural equation modeling (SEM) and quantitative methods were used to analyze 457 responses from consumers. The survey sample consisted of individuals between the ages of 18 and 34, with a male-to-female ratio of 70 to 30. The study aims to examine and put into practice new directions for manufacturing firms in the fields of fashion, food and consumer products. At the same time, provide more convincing evidence about the use of these fields in the research.

The study showed a favorable link between pCSR, EC, CK and SPI through the proposed hypotheses. The research additionally showed that CAs mediate between the aforementioned variables.

The important and distinctive results of this study encourage both consumers and enterprises to make changes in their perceptions of society. Consumers should gradually change their daily lifestyle by consuming more sustainable products. As a result, this outcome will provide the impetus for manufacturing businesses to alter their operational procedures in order to support the shift from the production of products to more friendly processes, with the help of all levels of management within the business.

While the importance of human touch for maintaining a tech–touch balance has been stressed, little knowledge exists regarding how such human elements should be incorporated in service settings dominated by technologies. This study aims to examine the outcomes of human touch levels across different travel stages in a hotel stay context.

Data were collected through a survey on 900 participants. Latent class analysis was first conducted to categorize the sample into groups based on human touch levels. Hypotheses were then tested using regression-based moderation analysis with the PROCESS macro for SPSS.

Human touch level negatively predicts perceived risk, which is negatively associated with satisfaction. These effects are particularly significant at check-in and check-out stages. Informational privacy significantly moderates the effect of human touch level on perceived risk. Such interaction effects were spotted at the booking and check-out stages.

This study contributes to theory by revealing the role of human touch elements in technology-driven service scenarios and provides practical guidelines for hotels on sharpening service experience by integrating human touch and technology elements.

Through integrating the service encounter framework and concept of customer touchpoints, this study takes a different approach that integrates both “tech” and “touch” by investigating the effects of customer-owned touchpoints in each core stage of a hotel stay journey.

This paper aims to evaluate and structure the basic heuristics consumers use in evaluating word-of-mouth (WOM) about luxury hotel brands while analyzing the impact of deception in online consumer reviews.

The research used a two-study mixed-methods approach, using interpersonal deception theory and social proof theory as lenses to conduct our analysis. For the first study, a qualitative conceptual mapping analysis was conducted, examining online consumer reviews to identify key concepts and their relationships in the context of luxury hotel brands. In the second study, the themes were further examined using a fuzzy-set qualitative comparative analysis to analyze their causal complexity and association between variables to determine how they influence the perceived helpfulness of online reviews for luxury hotel brands.

The results underline the importance of functional, objective variables, such as the number of reviews and stars, as social proof heuristics and other factors, including clout, authenticity and analytic tone, as interpersonal communication heuristics. Therefore, consumers use a combination of social and interpersonal communication heuristics to extract information from reviews and manage deception risk.

The paper contributes to the consumer–brand relationship literature by assessing the heuristics consumers use in evaluating online reviews and provides additional information for research in online reputation management.

This study’s results can help marketing practitioners and brand managers manage their online reputations better. It can also aid managers in improving their messaging on hotel websites to entice consumers to complete bookings. Heuristics play an essential role in such messaging and understanding them can help marketers appeal directly to their target market.

This study contributes to the literature on consumer–brand relationships by providing a framework of heuristics that consumers use when evaluating luxury service brands and contributes to WOM and online reputation research by highlighting factors that may make online reviews more helpful.

The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious association between the word “robot” and agency and that the higher agency attributed to self-service machines framed as robots (vs automatic machines) leads, in turn, to a more positive service evaluation in case of service failure.

The authors have conducted four experimental studies to test the framework presented in this paper. In Studies 1a and 1b, the authors used an Implicit Association Test to test for the unconscious association held by consumers about robots as being intelligent machines (i.e. agency). In Studies 2 and 3, the authors tested the effect that framing technology as robots (vs automatic machines) has on consumers’ responses to service failure using two online experiments across different consumption contexts (hotel, restaurant) and using different dependent variables (service evaluation, satisfaction and word-of-mouth).

The authors show that consumers evaluate more positively a service failure involving a self-service technology framed as a robot rather than one framed as an automatic machine. They provide evidence that this effect is driven by higher perceptions of agency and that the association between technology and agency held by consumers is an unconscious one.

This paper investigates a novel driver of consumers’ perception of agency of technology, namely, how the technology is framed. Moreover, this study sheds light on consumers’ responses to technology’s service failure.