Search results

This study aims to investigate the antecedents of local residents’ heritage resource protection and conservation responsibility behaviors that were identified based on the conceptual premises of value orientation and identity theories for the purpose of providing further insight into the impact of residents’ identity on their responsibility behaviors.

The proposed model explores the impacts of place identity, place satisfaction and personal norms on local residents’ heritage resource protection and conservation responsibility behaviors, which was tested following a two-step structural equation modeling process using data (N = 221) collected from a very popular heritage tourism destination, Phoenix Old Town, in China.

Findings show that value orientation and identity theories provide strong conceptual frameworks for the relationships among place identity, place satisfaction and personal norms and their impacts on heritage responsibility behavior.

This research identifies critical factors influencing residents’ heritage responsibility behaviors in China. Improving residents’ identification and satisfaction with a place can have positive impacts on their understanding of heritage protection responsibility and their intention to take responsible actions for heritage resource protection and conservation.

This study addresses a research gap regarding residents’ role in the protection and conservation of heritage resources through developing and empirically testing a theoretical model that incorporates residents’ identity and responsibility perspectives.

This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive and affective appraisals and acceptance of consumers during service delivery.

The proposed hypotheses that investigate the effects of service robots’ physical appearance on the emphasis consumers place on each evaluation criteria they use in determining their willingness to accept the use of service robots in service delivery and the moderating role of sense of humor are tested by conducting two studies using scenario-based experiments.

The results show that humanlike appearance leads to higher performance expectancy, mascot-like appearance generates higher positive emotions and machine-like appearance results in higher effort expectancy. The effects of humanlike and mascot-like appearances on consumer acceptance are moderated by the sense of humor of service robots. However, the sense of humor effect is attenuated with a machine-like appearance owing to the lack of anthropomorphism.

This study provides crucial insights for hospitality managers who plan to use service robots in service delivery. The findings highlight the key roles of appearance type and sense of humor of service robots in influencing the appraisals and acceptance of consumers regarding the use of service robots in service delivery.

This study focuses on comparing the effects of traditional and mascot-like appearances of service robots on consumer appraisals and identifies sense of humor as a cute anthropomorphized personality trait of service robots.

Mianzi can powerfully influence tourists’ behavior. Compared with product brands, destination brands are more multidimensional, consisting of intangible and tangible elements. Therefore, this paper aims to explore the relationships among the Chinese culture-related variable mianzi, destination product quality, destination service quality, destination brand value, destination brand resonance, destination brand self-congruity and destination overall brand equity.

A questionnaire survey was conducted in 2021, yielding 475 valid responses from tourists who had traveled to Hainan, China. Data was analyzed using structural equation modeling.

The results showed that mianzi plays a significant role in shopping destination brand equity, and the mianzi effect shapes tourists’ positive perceptions of destination product and service quality. Meanwhile, destination product quality and service quality enhance shopping destinations’ overall brand equity through destination brand value, brand resonance and brand self-congruity.

This study, focusing on shopping destinations, presents a novel view of brand equity. The research also uncovers influencing factors (e.g. product quality and service quality) that further enrich the destination brand equity model. Finally, findings offer valuable insights for academic research and the practical development of shopping destinations.

面子能有力地影响游客的行为。与产品品牌相比, 目的地品牌更加多维, 由无形要素和有形要素构成。因此, 本文旨在探讨与中国文化相关的变量面子、目的地产品质量、目的地服务质量、目的地品牌价值、目的地品牌共鸣、目的地品牌自我一致和目的地整体品牌资产之间的关系。

2021年对去过中国海南旅游的游客进行问卷调查, 最终获取了 475 份有效问卷。

果表明, 结果表明面子在购物目的地品牌资产中发挥着重要作用, 面子效应塑造了游客对目的地产品和服务质量的积极认知。同时, 目的地产品质量和服务质量通过目的地品牌价值、品牌共鸣和品牌自我一致提升了购物目的地的整体品牌资产。

本研究以购物目的地为重点, 提出了一种新颖的品牌资产观点。研究还发现了一些影响因素（如产品质量和服务质量）, 进一步丰富了目的地品牌资产模型。最后, 研究结果为学术研究和购物目的地的实际发展提供了宝贵的见解。

Mianzi puede influir poderosamente en el comportamiento de los turistas. En comparación con las marcas de producto, las marcas de destino son más multidimensionales y constan de elementos intangibles y tangibles. Por lo tanto, este artículo pretende explorar las relaciones entre la variable mianzi relacionada con la cultura china, la calidad del producto del destino, la calidad del servicio del destino, el valor de la marca del destino, la resonancia de la marca del destino, la autocongruencia de la marca del destino y el valor general de la marca del destino.

En 2021 se llevó a cabo una encuesta por cuestionario, que arrojó 475 respuestas válidas de turistas que habían viajado a Hainan, China. Los datos se analizaron mediante un modelo de ecuaciones estructurales.

Los resultados mostraron que el mianzi desempeña un papel significativo en el valor de marca de los destinos de compras, y que el efecto mianzi determina las percepciones positivas de los turistas sobre la calidad de los productos y servicios del destino. Por su parte, la calidad de los productos y servicios del destino mejora el valor de marca global de los destinos de compras a través del valor de marca del destino, la resonancia de la marca y la autocongruencia de la marca.

Este estudio, centrado en los destinos de compras, presenta una visión novedosa del valor de marca. La investigación también descubre factores influyentes (por ejemplo, la calidad del producto y la calidad del servicio) que enriquecen aún más el modelo de valor de marca del destino. Por último, los resultados ofrecen valiosas perspectivas para la investigación académica y el desarrollo práctico de los destinos de compras.

This study aims to examine the interaction effects of chatbots’ language style and customers’ decision-making journey stage on customer’s service encounter satisfaction and the mediating role of customer perception of emotional support and informational support using the construal level theory and social support theory as conceptual frameworks.

This study used a scenario-based experiment with a 2 (chatbot’s language style: abstract language vs concrete language) × 2 (decision-making journey stage: informational stage vs transactional stage) between-subjects design.

Findings show that during the informational stage, chatbots that use abstract language style exert a strong influence on service encounter satisfaction through emotional support. During the transactional stage, chatbots that use concrete language style exert a strong impact on service encounter satisfaction through informational support.

Findings provide some suggestions for improving customer–chatbot interaction quality during online service encounters.

This study offers a novel perspective on customer interaction experience with chatbots by investigating the chatbot’s language styles at different decision-making journey stages.

This study aims to provide an overview of the evolution of knowledge on smart destinations and identify the key issues addressed in the smart destination research domain, the main themes and sub-themes and research gaps in smart destination research as well as the future research agenda to address those gaps.

A bibliometric analysis of 409 studies published on smart destinations literature was conducted using the Bibliometrix R-package to provide a comprehensive review of studies published on smart destinations and identify the main research themes, gaps in the literature and future research opportunities.

Based on the research findings, a conceptual model of smart destination research has been proposed. This conceptual model can serve as a foundation for further knowledge generation in this research area. The findings also shed light on future research directions, highlighting research opportunities for the exploitation of cutting-edge innovations and digitalization across various dimensions of smart destinations.

Although past research has paid attention to the theme of smart destinations, this work advances scientific knowledge by providing a foundation for a new smart destination management paradigm focusing on accessibility, sustainability, digitization, experience co-creation and creativity as milestones.

本研究旨在提供关于智慧目的地知识演变的概览, 并确定智慧目的地研究领域中涉及的关键问题、主要主题和子主题, 以及智慧目的地研究的研究空白, 同时提出未来研究议程以填补这些空白。

本研究利用 Bibliometrix R 软件对发表的409篇智慧目的地文献进行了文献计量分析, 以全面回顾关于智慧目的地的研究, 并确定主要研究主题、文献中的空白以及未来的研究机会。

基于研究结果, 本研究提出了智慧目的地研究的概念模型。该概念模型可作为进一步知识生成的基础。研究发现还为未来研究方向提供了启示, 强调了利用先进创新和数字化技术在智慧目的地各个维度上进行研究的机会。

尽管过去的研究关注了智慧目的地的主题, 但本研究通过提出以可达性、可持续性、数字化、体验共创和创意为里程碑的新智慧目的地管理范式, 推进了科学知识的发展。

This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions.

The conceptual model that was developed using the stimulus-organism-response theoretical framework was tested using a sample of 583 consumers.

The results show that kinesics and paralanguage positively affect customers’ positive emotions while proxemics, paralanguage and physical appearance negatively influence their negative emotions. Further, both positive and negative emotions are found to have significant impacts on customer satisfaction and loyalty intentions.

Theoretically, this study not only contributes to the existing servicescape and customer experience literature but also expands nonverbal interaction research in the hospitality management field. However, results may have limited generalizability to other service settings and other cultural contexts.

This study is one of the first to investigate the impact of nonverbal CCIs on service experiences.

This paper aims to examine the impact of metaverse experiences on customers’ offline behavioral intentions: How do customers’ visits to a hospitality business’s virtual property in the metaverse affect their intentions to visit the physical property in the real world?

Based on the general learning model and social cognitive theory, this research hypothesizes the positive impact of metaverse experiences on customers’ visit intentions and explores two boundary conditions for positive impact: user–avatar resemblance and servicescape similarity. Two experimental studies were conducted.

Metaverse experience has a significant impact on customers’ visit intentions, and this impact is moderated by user–avatar resemblance and servicescape similarity.

This research addresses the call for empirical studies regarding the effects of metaverse experience on people’s behavioral intentions.

As one of the earliest empirical studies on the marketing effects of the metaverse, this research provides a basis for future metaverse studies in the hospitality field.

This study aims to offer an overview of hospitality and tourism research on artificial intelligence (AI) and its impact on the industry. More specifically, this study examines hospitality and tourism AI research trends in hospitality and tourism customer service experience creation and delivery, service failure and recovery, human resources and organizational behavior. Based on the review, this study identifies the challenges and opportunities and provides directions for future studies.

A narrative synthesis approach was used to review the hospitality and tourism research on AI and its impact on various aspects of the industry.

AI and AI applications in customer service experience creation and delivery and its possible effects on employees and organizations are viewed as a double-edged sword. Although the use of AI and AI applications offers various benefits, there are also serious concerns over the ethical use of AI, the replacement of human employees by AI-powered devices, discomfort among customers and employees and trust toward AI.

The paper offers an updated holistic overview of AI and its implications in different facets of the hospitality and tourism industry. Challenges and opportunities are discussed to foster future discussions on the use of AI among scholars and industry professionals.

This study aims to investigate the influence of employee positions (supervisor vs line-level employee) on work-related variables (e.g. work engagement, job satisfaction and turnover intentions).

Data were collected from line-level employees and supervisors of 29 mid- to up-scale hotels. A series of one-way ANCOVA were performed to test the position differences in work engagement, job satisfaction and turnover intentions. Hierarchical regression analyses were conducted to examine the moderating role of employees’ positions on the relationships between those variables.

Supervisors have significantly higher work engagement and lower turnover intentions than line-level employees, whereas job satisfaction does not differ across positions. Employee positions significantly moderate the relationship between absorption and job satisfaction, and the relationship between dedication and turnover intentions.

This study provides an in-depth analysis for hotel managers to capture work-related factors (i.e. work engagement, job satisfaction and turnover intentions) across employee positions. Dedication is the primary barometer that significantly leads to job satisfaction and reduced turnover intentions compared to vigor and absorption. Although job satisfaction may be boosted by improving employee work engagement (i.e. vigor, dedication and absorption), increasing absorption is not an effective solution to increase supervisors’ job satisfaction. Hotel managers need to carefully monitor supervisors’ levels of dedication, given its focal impact on turnover intentions.

This study is one of the first attempts to examine the differences between line-level employees’ and supervisors’ work engagement (i.e. vigor, dedication and absorption) and its consequences (i.e. job satisfaction and turnover intentions). Findings highlight the unique influence of the individual dimension of work engagement on job satisfaction and turnover intentions. This study reveals the moderating effect of employee positions on the links between engagement dimensions and consequences.

This study aims to investigate how source attractiveness (including platform credibility, product appeal and streamer attractiveness) and information quality impact viewers’ cognition and flow state. Additionally, it examines how these factors influence the development of consumer attitudes and behaviors toward livestreamed tourism shopping, as well as the moderating roles of perceived risk and personal characteristics.

A sequential mixed-methods research design was used. In addition to a literature review, 15 interviews were conducted to identify measurement items for the subsequent questionnaire survey. Sample 1 (n = 209) was used to refine these measurement items, whereas Sample 2 (n = 227) was used to evaluate the measurement model and test the proposed hypotheses.

Findings reveal that source attractiveness (streamer attractiveness, tourism product attractiveness and platform credibility) and information quality significantly influence customers’ behavior formation, with cognition and flow state acting as mediators. Findings further confirm the moderating effect of perceived risk in a livestreamed shopping environment.

The findings provide new insights into how consumers select livestreamed shopping platforms. As viewers assess the credibility and trustworthiness of each component to form their perception of the overall platform’s credibility, companies should market their products through credible platforms, studios and stores with extensive reach. It is also critical to collaborate with streamers who are sincere, trustworthy, knowledgeable and professional. Since perceived risk lowers consumer behavioral intentions, live streamers, platforms and merchants should offer convincing and credible arguments to alleviate viewers’ perceived risks.

This study advances the literature on livestreamed shopping by broadening the conceptualization of source attractiveness to include three dimensions: streamer attractiveness, product attractiveness and platform attractiveness. Furthermore, it differentiates itself from existing studies by integrating and adopting multidimensional measurements of cognition (perceived usefulness and ease of use) and flow state (control, enjoyment, curiosity and concentration).

本研究旨在探讨信息源吸引力(平台可信度、产品吸引力和主播吸引力)和信息质量如何影响旅游购物直播观众的认知和心流体验。本研究进一步探讨了这些因素如何影响旅游直播购物消费者的态度与行为。本研究还检验了感知风险和个人特征的调节作用。

采用顺序混合研究方法。基于文献和15次深度访谈确定了问卷调查中使用的测量项目。样本1 (n= 209)用于净化测量项目。样本2 (n= 227)用于评估测量模型并验证假设。

信息源吸引力(主播吸引力、旅游产品吸引力和平台可信度)和信息质量显著影响消费者行为, 其中认知和心流起中介作用。研究结果进一步证实了感知风险的调节作用。

研究结果为消费者如何选择直播购物平台提供了新的见解。由于观众对每个组成部分的可信度进行评估, 从而形成他们对整个平台可信度的看法, 因此公司应该通过可靠的平台、直播间和具有广泛影响力的店铺来营销他们的产品。与真诚、值得信赖、知识渊博、专业的主播合作也至关重要。由于感知风险会降低消费者的行为意愿, 因此主播、平台和商家应该提供令人信服和可信的论据, 以减轻观众的感知风险。

本研究将信息源吸引力的概念扩展到三个维度：主播吸引力、产品吸引力和平台可信度, 从而丰富了直播购物相关研究。通过整合并采用认知（感知有用性和感知易用性）和心流体验（控制、愉悦、好奇和沉浸）的多维测量, 本研究进一步区别于现有研究。

Este estudio investiga cómo el atractivo de la fuente (incluida la credibilidad de la plataforma, el atractivo del producto y el atractivo del emisor) y la calidad de la información influyen en la cognición y el estado de flujo de los espectadores. Además, examina cómo influyen estos factores en el desarrollo de las actitudes y los comportamientos de los consumidores hacia las compras turísticas retransmitidas en directo, así como los papeles moderadores del riesgo percibido y las características personales.

Se empleó un método de investigación mixto secuencial. Además de una revisión bibliográfica, se realizaron 15 entrevistas para identificar los ítems de medición para la posterior encuesta por cuestionario. La muestra 1 (n = 209) se utilizó para refinar estos ítems de medición, mientras que la muestra 2 (n = 227) se utilizó para evaluar el modelo de medición y probar las hipótesis propuestas.

Resultados revelan que el atractivo de la fuente (atractivo del emisor, atractivo del producto turístico y credibilidad de la plataforma) y la calidad de la información influyen significativamente en la formación del comportamiento de los clientes, con la cognición y el estado de flujo actuando como mediadores. Resultados confirman además el efecto moderador del riesgo percibido en el entorno de las compras en directo.

Los Resultados aportan nuevos conocimientos sobre cómo seleccionan los consumidores las plataformas de compras en directo. Dado que los espectadores evalúan la credibilidad y la fiabilidad de cada componente para formarse su percepción de la credibilidad global de la plataforma, las empresas deberían comercializar sus productos a través de plataformas, estudios y tiendas creíbles con un amplio alcance. También es fundamental colaborar con streamers que sean sinceros, dignos de confianza, informados y profesionales. Dado que el riesgo percibido disminuye las intenciones de comportamiento de los consumidores, los streamers en directo, las plataformas y los comerciantes deben ofrecer argumentos convincentes y creíbles para aliviar los riesgos percibidos por los espectadores.

Este estudio hace avanzar la literatura sobre las compras en directo ampliando la conceptualización del atractivo de la fuente para incluir tres dimensiones: el atractivo del streamer, el atractivo del producto y el atractivo de la plataforma. Además, se diferencia de los estudios existentes al integrar y adoptar mediciones multidimensionales de la cognición (utilidad percibida y facilidad de uso) y el estado de flujo (control, disfrute, curiosidad y concentración).