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This paper aims to systematically explore the experiences of restaurant patrons with quick response (QR) code menus during the pandemic to extract insights pertaining to the acceptance of technology adoption in service settings for the post-COVID era.

COVID-19 has enormously impacted consumer perceptions toward technology adoption in restaurants. Identifying these impacts requires qualitative inquiries because qualitative techniques, unlike quantitative methods, enable researchers to seek insights into the phenomenon without a predetermined stance. This study applied a qualitative research method. The qualitative data was obtained through in-depth interviews and a focus group. Thematic analysis was conducted.

This study identified perceived attributes of QR code technology by patrons: positive attributes such as easy to learn, quick and contactless; and negative attributes such as effortful and reliance on a smartphone. Also, the results distinguished perceived advantages of utilization of QR codes as restaurants’ menu: advantages such as hygienic, environmentally friendly due to no printing and contactless; and disadvantages such as poor menu design and lack of interaction.

This research presents patrons’ views on QR code menu utilization at restaurants under the pandemic conditions. Contradictory responses on the same features of technology reveal a lack of menu design in the utilization of QR codes. Restaurant practitioners can extract insights about how to better use technology like QR codes, cost-effective and environmentally friendly, in their operations in the postpandemic era.

This study included both deductive and inductive approaches. An inductive approach that progressed from theory to data was applied while forming interview questions. A deductive approach was used to inform theory with the findings of the data. The value of research derives from differentiating technology attributes (QR codes) and utilization domain (restaurant menu) in the realm of acceptance of technology in the consumer context.

This paper reports the results of research that examines the interrelationships between efficacy of sustainability values (SV) and pro-sustainable behaviors of potential tourists. A partially mediated model is postulated and tested to help explain additional error variance in predicting consumers’ destination choice decisions in tourism, hence voiding a critical research gap. Coined as the “environmentally intellectualist behavior,” a new mediator variable is tested to explain additional error variance in human-value models.

The study is based on data collected from two representative samples of potential tourists from the USA and Canada. Data analyses include exploratory and confirmatory factor analyses that were used to examine the underlying domain structures of SV, followed by a predictive model using structural equation modeling.

The study findings suggest that values are salient factors that underlie pro-sustainable tourism and travel behavior. Moreover, the results confirm the existence of a higher-order sustainability construct. The study contributes original insights to the field by demonstrating that there are direct and indirect positive relationships between SV, environmental behaviors and decisions of consumers who take a pro-sustainable stance when traveling.

By modeling values as antecedents to attitudes and testing interrelationships between SV and the mediator variables coined as the environmentally intellectual behavior, the authors developed and tested a predictive model to explain destination- and product choice decisions. The model tested herein advances the value theory in two fundamental ways: first, this study demonstrates that SV can be modeled as higher-order factors. Second, values are antecedents to attitude and other variables, therefore must be included in consumer behavior models. Finally, the culture or origin of tourists matters when examining the impact of values on tourists’ choice decisions. Political actions and environmental attitudes can be modeled as mediators to explain additional error variance.

The purpose of this study is to examine the extent to which the quality of corporate governance mechanisms and growth opportunities affect agency problems in hotel firms.

The effects of cash flows on investments and cash holdings were analyzed using three-stage least square analysis to determine the extent to which agency problems are due to the quality of corporate governance in hotel firms.

The findings showed that the effects of cash flows on investments and cash holdings were greater in well-governed hotel firms than in poorly governed hotel firms. These effects were also greater in low-growth hotel firms than in high-growth hotel firms. However, the results from a concurrent examination of the quality of corporate governance and growth opportunities showed that poorly governed hotel firms with low-growth opportunities are exposed to agency problems.

These results suggest that neither corporate governance mechanisms nor growth opportunities alone indicate agency problems. Theoretical implications are discussed within the realms of free cash flow theory and growth hypothesis.

High-growth hotel firms should retain all of their cash and cash flows to undertake value-increasing projects when they become available. Shareholders’ wealth is more likely to be maximized in high-growth firms regardless of the quality of corporate governance.

Although various aspects of corporate governance have been investigated in hospitality literature, previous studies did not examine the concurrent effects of corporate governance and growth opportunities on agency problems.

The purpose of this study is to profile market segments using travelers’ decision-making styles (DMS) as segmentation bases and to identify similarities and differences between traveler segments regarding a series of psychographic and attitudinal characteristics.

Data are gathered from a sample of 426 travelers in Dubai and Shanghai via self-reported surveys. Analyses included factor, k-means cluster, discriminant and MANOVA.

Study findings reveal significant differences among the rational, adaptive and daydreamer decision-makers’ segments in their behavioral and attitudinal characteristics with respect to tourism involvement and destination images.

Findings provide important practical implications for generating effective marketing and positioning strategies based on the identified attitudinal characteristics of the traveler segments for destination marketing organizations.

A stream of recent tourism studies shows a strong relationship between tourism involvement and destination images, yet very little research has tackled the issue of how these critical variables can be affected by individuals’ decision-making styles. This study explores and tests the relationships among DMS, tourism involvement and destination image using a factor-cluster approach.

The purpose of this research is to evaluate the communication competency of tour guides using a modified importance–performance analysis (MIPA). Tour guides are cultural ambassadors of a country; their communication skills can make or break tourists’ experiences with guided tours and memories of a destination.

Data were collected from 387 professional tour guides representing 38 per cent of all tour guides in Antalya, Turkey. The study further performs factor analysis using 32 communication competency items to determine underlying performance dimensions. This is followed by an MIPA to statistically identify the gap between factors that tour guides consider important and their perceptions of how they perform on these factors.

The study reveals that tour guides need improvement in verbal skills such as grammar, manner of speech and choice of words, as well as non-verbal behaviors such as approachability and the ability to remain friendly while maintaining a certain personal space.

Due to the nature of this study and certain time limitations, the most effective method proved to be collecting data from a convenient sample of tour guides during their annual workshop. The theory of behavioral communication competency details theoretical and practical implications.

The study findings provide tour operators and the Association of Professional Tour Guides with a platform from which they can launch educational seminars and workshops to enhance tour guides’ communication competency.

The study contributes two main findings: This research provides a first-of-its-kind examination of professional tour guides’ communication competency using MIPA. The study improves the efficacy of traditional importance–performance analysis (IPA) models by enhancing them with a gap analysis through a t-test and effect size analysis including a gap analysis takes the arbitrariness out of the process of determining the location of items within the IPA grid. Tourism service providers can use these findings to offer educational seminars that can increase the skill sets of tour guides.

This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium.

Longitudinal analyses using 14,229 journal articles as data source were realized by adopting BibExcel, Gephi and VOSviewer network analysis software packages.

This study provides a comprehensive overview of the hospitality and tourism research based on authorship and social network analysis, with patterns of prolific authors compared over four distinct periods.

The hospitality and tourism academic society is clearly illustrated by tracing academic publication activities across 20 years in the new millennium. In addition, this study provides a guide for scholars to search for multidisciplinary collaboration opportunities. Government agencies and non-governmental organisations can also benefit from this study by identifying appropriate review panel members when making decisions about hospitality- and tourism-related proposals.

To the best of authors’ knowledge, this study is the first to use bibliometric analysis in assessing research published in leading hospitality and tourism journals across the four breakout periods in the new millennium.