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The aim of this paper is to understand the importance of consumer loyalty in the specific context of Hotel Family Business. This study proposes a conceptual model to examine how perceived service quality and corporate social responsibility (SCR) influence guest satisfaction and loyalty, and also how they relate to corporate image, perceived value and price.

Through the structural equation model (SEM), a research model was proposed to examine SQ and CSR affect satisfaction and loyalty to the Douro Family Hotel and also, how they interact with corporate image, perceived value and price. The main purpose is to analyse the drivers of guest loyalty and its importance for the development and sustainability of family hotels in Douro (Portugal).

The results of the study indicate that CSR and SQ perceived by the guest have a direct and positive effect on guest satisfaction and loyalty to Douro family hotels. These variables are also determinants of the perceived value, corporate image and price.

The sample is restricted and obtained by the convenience technique, but with sufficient size for the application of the structural equations model. However, the results obtained cannot be generalised to all hotels or contexts, as they only reflect information on family hotels in the Douro.

Family businesses are a substantial share of the European economy, from the industrial sector to the services industry, including also hospitality. In Portugal, family businesses likewise play a key role, both in terms of wealth creation and job creation.

These findings provide knowledge to family hotels on how they should implement a CSR policy that promotes service quality, corporate image and guest satisfaction, and therefore their loyalty and the competitiveness of the family hotel business.

The competitive nature of the hospitality industry necessitates continual adaptation and innovation. While standardization can stifle creativity, CSR has the potential to enhance employee extra-role behaviors, including creativity. The existing literature on the relationship between CSR and employee creativity is sparse, especially in developing countries, and tends to overlook the importance of emotions. This research was designed to investigate the relationship between CSR and employee creativity in the hospitality sector of an emerging economy, with a focus on the mediating effects of emotions like employee admiration and happiness and the moderating role of employees' altruistic values.

Data were collected from 428 hospitality employees using questionnaires. Analysis was conducted using the SMART-PLS software.

CSR has a notable influence on creativity. Emotions, specifically employee admiration and happiness, along with personal values, were found to play significant mediating and moderating roles in the CSR-employee creativity relationship.

The findings provide valuable insights for hospitality managers, suggesting that CSR initiatives can be leveraged to enhance competitive advantages by promoting employee creativity. The study underscores the importance of understanding the emotional and value-based dimensions of employees about CSR initiatives.

This research fills a critical gap in the literature, particularly in the context of emerging economies, by examining the emotional facets of the CSR-employee creativity relationship. The study’s emphasis on emotional mediators and altruistic values as moderators in the said relationship adds a unique dimension to the discourse, enriching the understanding of how CSR can influence hospitality employees' creative outcomes.

This study examined the revisit intention of tourists in Muslim-friendly hotels in nexus with Halal-friendly hotel attributes (social environment, facilities, food and beverage, locals and staff, and services), corporate image, customer engagement, perceived value, and service encounter evaluation. It further examined the mediating role of corporate image, customer engagement and perceived value between Halal-friendly hotel attributes and service encounter evaluation.

Using a structured survey instrument, 390 valid responses were gathered from international tourists who visited Malaysia. The collected data were analyzed using Partial Least Squares – Structural Equation Modeling (PLS-SEM) to test the assumed relationships.

The research shows that corporate image (CI), customer engagement (CE), and perceived value (PV) are directly influenced by Halal-friendly hotel attributes (HFHA) and exert influence on service encounter evaluation (SEE). Findings also suggest the mediating effect of CI, CE, and PV between HFHA and SEE. SEE further positively and significantly enhances the revisit intention and positive word-of-mouth.

The findings of this study stipulate that hotel owners should ensure the presence of HFHA in their offers to retain their existing guests and ensure their positive communication towards potential visitors through developing a fascinating image, engagement, and lucrative value.

Grounded on the attribution theory, this study contributes to the Halal tourism literature by exploring the role of Halal-friendly hotel attributes in enhancing the hotel’s image, customer engagement, and perceived value to enhance positive service encounter evaluation and revisiting intention for the hotel.

The study seeks to explore the intricate dynamics among customer relationship management (CRM) practices, guest satisfaction and loyalty in the hospitality context. Additionally, it aims to examine the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and loyalty.

An integrated theoretical framework is developed by incorporating CRM practices and guest engagement into the satisfaction-loyalty framework. Two research instruments were adapted from the literature to assess the perspectives of customers and employees in the hotel industry in Kashmir. The customer survey measured guest satisfaction, loyalty, and engagement, while the employee survey focused on CRM practices, including key customer focus and CRM organization. Data was collected using a pen-and-paper survey with convenience sampling across 10 qualifying hotels, each classified as 3-star or above. A total of 270 matched responses from guests and employees were obtained and analyzed using descriptive analysis, structural equation modeling (SEM), and moderation analysis with SPSS and AMOS software. The study utilized a rigorous data matching process to ensure reliability, with guest-employee pairs verified and cross-checked with hotel records.

The results indicate CRM practices play a pivotal role in shaping guest satisfaction and loyalty. Notably, personalization and a targeted customer approach emerged as the most influential factors in enhancing tourist satisfaction. Similarly, prospecting, personalization, and effective knowledge management significantly contributed to visitor loyalty. The establishment of robust relationships is underscored through collaborative active guest engagement. Furthermore, the study highlights the nuanced relationship between satisfaction and loyalty moderated by guest engagement. High levels of guest engagement amplify the positive impact of satisfaction on loyalty, while lower engagement levels attenuate this effect. Moreover, the moderating influence of guest engagement on the relationships between CRM practices and guest satisfaction and CRM practices and guest loyalty was notably strong at elevated guest engagement levels and relatively weaker at lower engagement levels.

While the study findings encourage organizations to prioritize customer relationship development, hospitality entities must emphasize the adoption of CRM philosophy and robust guest engagement measures. Actively involving guests in co-creating services can yield incremental benefits in terms of attracting, retaining, and effectively serving guests.

This study introduces novel dimensions to the existing CRM framework within the hospitality context, specifically exploring the impact of hotel-specific elements (personalization and prospecting) on customer satisfaction and loyalty. Furthermore, it innovatively investigates the moderating role of guest engagement in the satisfaction-loyalty relationship, expanding its scope to include the relationships between CRM practices and guest satisfaction and guest loyalty.

As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel mechanism for doing so is through a prosocial service recovery. However, explorations of such service recovery strategies are relatively unknown. Thus, this paper aims to examine how recoveries including prosocial elements compare to those only utilizing monetary compensation strategies and to explore boundary conditions for such effects.

This research utilizes an experimental design approach across three studies. Participants were recruited from Amazon’s Mechanical Turk.

This research demonstrates that a recovery including prosocial (vs only monetary) elements can positively impact purchase intent through the firms’ CSR perceptions. The authors show that the benefits of prosocial compensation are contingent on the motivation for visiting a company (e.g. hedonic vs utilitarian) as well as the degree to which the company is perceived as luxurious.

The series of studies provides important theoretical contributions to services marketers by advancing the understanding of novel recovery strategies and demonstrating when companies should initiate such strategies. Implications of the findings and directions for future research are explored.

The purpose of this study is to develop research questions and explore industry expert perceptions related to the process of transformative changes in post-COVID-19 gastronomy and wine tourism.

To achieve this purpose, the authors applied individual and collective brainwriting techniques using the digital whiteboard, Mural. The research questions were answered within Mural's Sailboat template, which helped industry experts describe four situational areas and their symbolic elements. These included transformative change – the island, strategies – the wind, challenges – the anchors and strengths – the coral. The exploration was conducted across interpersonal, organisational and intra-destination levels.

This study results yielded a know-how framework that synthesised the insights of industry experts. The framework underscores the importance of a sequential approach to embrace transformative change to mindsets, practices and systems. It also advocates strategies (new leadership style, business solutions and community empowerment), potential challenges (self-doubt, established organisational culture and inertia within large systems) and leveraging industry strengths (personality traits, human resources and organisational interdependence) to effectively navigate the evolving gastronomy and wine tourism environment.

This paper represents a pioneering effort in assessing the key areas in the gastronomy and wine business and drawing parallels to the essential levels of transformation required to effectively cope with upcoming uncertainties.

本研究的目的是提出研究问题并探讨行业专家对新冠肺炎 (COVID-19) 后美食和葡萄酒旅游变革过程的看法。

为了实现这一目的, 作者利用数字白板、壁画应用了个人和集体的脑力书写技术。 研究问题在 Mural 的帆船模板中得到了解答, 该模板帮助行业专家描述了四个情景区域及其象征元素。 其中包括变革 – 岛屿、策略 - 风、挑战 - 锚点和优势 - 珊瑚。 探索是在人际、组织和目的地内部层面进行的。

研究结果产生了一个综合了行业专家见解的专业知识框架。 该框架强调了采用顺序方法来拥抱思维方式、实践和系统变革的重要性。 它还倡导战略（新的领导风格、业务解决方案和社区赋权）、潜在的挑战（自我怀疑、既定的组织文化和大型系统内的惰性）, 并利用行业优势（个性特征、人力资源、组织相互依赖）来 有效驾驭不断变化的美食和葡萄酒旅游环境。

本文代表了通过了解有效应对新的不确定性所需的转型水平来评估美食和葡萄酒行业关键形势领域的开创性努力。

La finalidad de este estudio fue desarrollar preguntas de investigación y explorar las percepciones de los expertos de la industria relacionadas con el proceso de cambios transformadores en la gastronomía y el enoturismo post-COVID-19.

Para lograr este objetivo, los autores aplicaron técnicas de escritura de ideas individuales y colectivas utilizando la pizarra digital Mural. Las preguntas de investigación fueron respondidas dentro de la plantilla Sailboat de Mural, que ayudó a los expertos de la industria a describir cuatro áreas situacionales y sus elementos simbólicos. Estos incluían cambios transformadores (la isla), estrategias (el viento), desafíos (las anclas) y fortalezas (el coral). La exploración se llevó a cabo a nivel interpersonal, organizacional e intradestino.

Los resultados de la investigación generaron un marco de conocimientos que sintetizó los conocimientos de los expertos de la industria. El marco subraya la importancia de un enfoque secuencial para adoptar cambios transformadores en mentalidades, prácticas y sistemas. También aboga por estrategias (nuevo estilo de liderazgo, soluciones empresariales y empoderamiento de la comunidad), desafíos potenciales (inseguridad, cultura organizacional establecida e inercia dentro de grandes sistemas) y aprovechar las fortalezas de la industria (rasgos de personalidad, recursos humanos, interdependencia organizacional) para navegar eficazmente en el cambiante entorno de la gastronomía y el enoturismo.

este artículo representa un esfuerzo pionero en la evaluación de áreas situacionales clave en los negocios de la gastronomía y enología al comprender los niveles de transformación necesarios para hacer frente de manera efectiva a las nuevas incertidumbres.

The Malaysian Anti-Corruption Commission Act 2009 (MACC Act) has introduced Section 17 A, which holds companies and their management accountable for bribery committed by their Associated Persons in the interest of the company. This study aims to explore the evolving concept of Associated Persons and corporate liability within this legal framework. It delves into three primary legal models of Associated Persons, particularly focusing on corrupt cases falling under Sections 17 A (1), 17 A (6) and 17 A (7) of the MACC Act. The study also investigates the extent of Associated Persons’ involvement in these cases that eventually led to company liability.

The study deployed thematic and comparative analyses to assess the legal framework and highlight the significance of Section 17 A of the MACC Act.

The study disclosed that, despite having corruption policies, there is still a possibility for Associated Persons to engage in corrupt activities. To ensure long-term business sustainability, it is crucial to implement effective mechanisms and a strong compliance culture.

This study suggests implementing a due diligence checklist and conducting risk assessments for companies as measures against corruption caused by Associated Persons. Corporate entities and legal professionals may benefit from the reported findings to better comprehend the corruption offences outlined in Section 17 A of the MACC Act.

As the backbone of the social open innovation (SOI) system, social enterprises (SEs) are the key drivers of social value creation (SVC). However, at the micro-level, research in this area is lacking, as attention is scantly paid on the comprehensive capabilities of renewable energy enterprises, their industrial heterogeneity and heterogeneous social connections, including bricolage and utility innovation. Drawing from the social resource-based view theory and institutional theory, the research investigates SOI effect on SVC, the moderating role of social ties (ST) and entrepreneurial bricolage (EB) mediation.

The research methodology encompassed several key steps. Initially, a research framework was constructed based on a comprehensive literature review. Subsequently, data were collected by surveying 133 middle to senior-level managers. To assess the proposed hypotheses, a structured equation modeling analysis was conducted using a two-stage approach, which involved partial least squares and hierarchical regression techniques.

The study reveals that SOI affects SVC significantly, and SOI positively impacts EB. Furthermore, political ties strengthen the positive impact of SOI on EB. Moreover, EB positively impacts SVC. Additionally, EB mediates the relationship between SOI and SVC.

Firstly, the measurement of variables relies on a subjective approach. Future research could employ a quantitative comprehensive index evaluation method of assessment, thereby providing additional validation for the authors' findings. Secondly, although cross-sectional data can be utilized to explore the relationships between variables, there may be inherent biases in the results. Therefore, longitudinal data collection in future research would enable the observation of the long-term effects of SOI and EB on SVC and ST. Thirdly, it would be beneficial to examine other potential factors that could contribute to a more comprehensive understanding of the mechanisms linking SOI to SVC.

First, the study underscores the significance of EB in the interplay between SOI and SVC. By embracing innovative approaches and fostering collaborations, SEs can harness EB as a powerful tool for achieving their social missions while overcoming resource constraints. Second, it is imperative for managers to foster a conducive environment for SVC within their organizations, characterized by network ties and partnerships. Simultaneously, they should proactively drive ST initiatives and remain attuned to evolving changes in external environmental laws and regulations. Third, the Malagasy government is actively advocating for social interventions and the establishment of social milieus reminiscent of corporate social responsibility.

This study emphasizes the importance of ST and recognizes the pivotal role of EB in generating social value within an ecosystem that supports SOI. SEs can create lasting positive impacts on society (e.g. improving access to electricity) by embracing these principles and collaborating with stakeholders.

These findings serve to enhance the underlying theoretical context of social entrepreneurship, propose nuanced insight into the methodologies for implementing SVC within the context of renewable energy enterprises and make significant contributions to the ongoing progress of research in the domains of open innovation and social entrepreneurship.

Providing positive and memorable shopping experiences has become essential for retailers. As the retail industry strives to create multisensory experiences for consumers, it is equally important to understand the emotions and pleasure such experiences evoke. The current study aims to investigate how multisensory experiences induce hedonic emotions in retail shoppers. It explores the mediating role of hedonic emotions in between multisensory experiences and shopping mall patronage intention.

The study is descriptive; the data was collected using the mall intercept survey method. A total of 380 shoppers participated in and responded to the survey administered at the mall. The collected responses are analyzed using partial least squares structural equation modeling.

Our findings support the idea that hedonic emotions play a significant role in the retail environment by influencing retail patronage intentions. Also, the multisensory experiences have a positive effect on patronage intention as well as the hedonic emotions of shoppers.

The present study provides theoretical and managerial implications for academicians and retail marketing.

The present research contributes to the existing literature by introducing the concept of multisensory experiences in the retail context and its impact on hedonic emotions and adding to the concept of inference theory.

Outstanding unexercised stock options can motivate managers to engage in actions that increase the value of their company’s stock, including buying back their firm’s stock. The objective of granting stock options to managers is to align their interests with stockholders by tying a portion of their compensation to the company’s stock performance. However, unexercised stock options may have unintended consequences by providing managers with a vested interest in artificially boosting stock prices via stock buybacks. The primary objective of this research is to study the main factors that influence firms' buyback decisions amongst hospitality firms at a time when these firms were clamoring for taxpayer bailouts. Results from logistic regression seem to suggest that outstanding executive stock options are a major contributory factor in a firm’s buyback decision. Estimates also indicate that larger, more profitable firms will likely engage in stock buybacks. These findings survive a battery of tests.

The authors use logistic regression to predict the probability of a firm’s buyback decision based on a given set of exogenous explanatory variables.

The paper supports the hypothesis that buyback decisions are guided by the motive to prop support stock prices in the presence of outstanding restricted stock options/warrants granted to firms' executives.

The paper focuses on the buyback decision of U.S. hospitality firms. The results, therefore, might not be generalizable to firms in other industries or countries.

U.S. share repurchase corporate policy and government regulation needs to be revisited given the economic imperative for firms to invest in activities to restore employment and put them in a position for economic recovery.

Public criticism of the size, structure and form (i.e. loan vs grant) of COVID-19 bailouts warrants an examination of whether the factors that drive hospitality and tourism firms to repurchase shares support economic recovery.

Consistent with agency theory, the authors find a significant positive association between outstanding restricted stocks and a firm’s decision to support the stock prices by buying back shares.