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This study, guided by the feelings-as-information theory, aims to explore the effect of recovery experience of wellness tourism (REWT) on place attachment, alongside an examination into the mediating role of self-perceived health and the moderating role of health goal salience. The research site was traced for two years to monitor the evolution of the proposed model during the COVID-19 pandemic.

The successive independent samples data (in 2020 and 2021, respectively) were collected in Shizhu county, China. Structural equation modeling (SEM) was used with a survey of 1,472 wellness tourists (N₂₀₂₀ = 494, N₂₀₂₁ = 978) to test research hypotheses empirically. Additionally, independent sample t-test and multi-group SEM analysis were used to compare the mean difference of variables and coefficients’ difference between 2020 and 2021.

This study reveals that REWT can increase self-perceived health, resulting in a positive influence on place attachment. By tracing the research site and comparing the successive independent samples data, we found a stronger recovery experience effect of wellness tourism on place attachment alongside a weaker effect on self-perceived health in 2021. The positive relationship between self-perceived health and place attachment is significantly strengthened when health goals are salient.

This study investigated the mechanism behind the formation of place attachment in the wellness tourism context and extended understanding on the dynamic nature of the REWTand ongoing evolving person-place relationship during the COVID-19 pandemic. This study also provided practical suggestions to benefit industry practitioners by enhancing current understanding of improving experience-based management in wellness destinations.

This study aims to examine the effect of regional discrimination on tourists’ unethical behavior intention and the mediating role of tourist anger. Furthermore, the study examines whether the impact of regional discrimination on tourist anger is moderated by tourist self-efficacy.

Three scenario experiments were conducted to test the research hypotheses.

The results indicated an indirect effect of regional discrimination on tourists’ unethical behavior intention via tourist anger. In addition, the findings showed that tourist self-efficacy would weaken the relationship between regional discrimination and tourist anger.

This study reveals tourists’ emotional and behavioral reactions to regional discrimination. Further research can examine the influence of regional discrimination from other theoretical lens and field experiments are encouraged.

This study enriches current knowledge on regional discrimination by developing an integral framework to explore tourists’ reactions toward regional discrimination.

Why would a hospitality or tourism enterprise’s talent program backfire to demotivate interns from engaging in their jobs? This study aim to synthesize theoretical strands from the self-determination theory, person–environment fit theory and conservation of resources theory to investigate the predictors of perceived person–job fit and how such a fit causes changes in interns’ job motivation over time.

A four-wave longitudinal study was conducted. The four waves of data obtained from over 251 interns in China were analyzed using latent growth curve modeling.

The findings demonstrate that abusive co-worker treatment moderated the impact of perceived negative social status and perceived overqualification on perceived person–job fit. Moreover, perceived person–job fit is a significant predictor of the initial level of job motivation and flattens the decrease in job motivation over time. These findings demonstrate that interns’ job motivation generally decreased over time, and perceived person–job fit may help dampen the change trajectory of job motivation.

This study contributes to the practice of education and organizations in hospitality and tourism management by advocating for better interventions to improve interns’ work experience and motivations. Also, organizations can create team-building opportunities and promote teamwork that contributes to the formation of cohesive relationships and improve personal bonding.

This longitudinal inquiry conducted in China underscores the perils of hospitality/tourism internship by synthesizing a framework based on the theoretical strands germane to person–environment fit, resource conservation and self-determination. It uncovers the dark side of internship – not only due to mismanaged internship experience, but also because it could backfire to create a demotivational spiral that may ultimately drive potential talents away from hospitality/tourism organizations and industry.

Consumer travel and multinational service corporations have increased the opportunity for service failures where consumers from one culture experience service problems in another cultural setting. This study extended the Stauss and Mang model, which proposed the possibility that intercultural service failures exhibit lower seriousness ratings due to the customer's attributing errors to cultural distance. Such a possible outcome has important implications for service providers whose customers are from different cultures, such as tourist or visiting businesspeople. A pretest, employing the critical incident technique, established descriptions of common service failures and recovery strategies for the sample frame. Domestic (in Taiwan) and foreign (outside Taiwan) service encounters were then compared in both failure and recovery stages, reported in an online survey employing a modified critical incident technique. Results showed that the apparent reduction in intercultural failure seriousness can be attributed not to the error itself, but to increased acceptance of the recovery strategy. These findings broaden the Stauss and Mang model by including the importance of recovery strategies, and the benefit gained by any recovery attempt within an intercultural service setting.

The purpose of this paper is to examine the firm efficiency or technical efficiency (TE), pure technical efficiency (PTE) and scale efficiency (SE) in the selected developed and developing Asia-Pacific countries.

The sample consists of a sum of 700 firms in selected developed and developing Asia-Pacific countries over the period from 2009 to 2015. The non-parametric data envelopment analysis under the production approach is used to investigate firm efficiency.

On average, this paper discovers that the firms in selected Asia-Pacific countries are moderately efficient. Scale inefficiency (SIE) is found to be the dominant source of firms’ technical inefficiency. The analysis of return to scale shows that the large firms tend to operate at decreasing return to scale level, while the small firms tend to operate at increasing return to scale level.

The findings from this paper provide significant insights to the policy makers and firm managers in promoting the efficient firms of Asia-Pacific countries.

The present paper conducts a critical analysis on return to scale in the firms sector of Asia-Pacific context, which is ignored by the past studies on firm efficiency since the analysis of return to scale is mostly emphasized on banking sector. The precise nature of SIE is important for a firm to be efficient in achieving the firm’s primary goals of profit maximization and sustaining market competitiveness.

This study aims to examine the impact of country governance and other potential bank-specific characteristics and macroeconomic condition determinants on bank productivity in the period of 2006–2016.

The productivity level of total 167 banks selected from Malaysia, Indonesia, Brunei and Singapore are evaluated using the data envelopment analysis-based Malmquist productivity index method. A panel regression analysis framework based on ordinary least squares, a fixed effect and a random effect models then are used to identify its main determinants.

The empirical findings indicate that the total factor productivity changes of Islamic banks is higher than conventional banks. The liquidity and global financial crisis influence both banks’ productivity. Bank size, credit risk, market power, management efficiency and inflation merely influence Islamic banks’ productivity. On the country governance dimensions, voice and accountability are found to positively influence both banks’ productivity. Regulatory quality and rule of law (RL) significantly influences the conventional parts. Political stability and absence of violence, government effectiveness, RL and control of corruption negatively influence the banks’ productivity, but this influence is only significant for the Islamic banks.

Country governance has received surprisingly little attention in the banking industry over the past few decades. Majority of the studies that examine the effect of governance on bank performance have focused more on the micro governance dimension. Thus, to the best of the researcher’s knowledge, no study has been done to address the effect of country governance on the productivity of the Islamic and conventional banks.

The purpose of this paper is to examine the impact of board busyness on firm efficiency in the context of directors’ experience, specifically on directors’ experience that moderates the impact of board busyness on firm efficiency. Directors’ experience is examined by exploring both depth (board tenure) and breadth (number of former listed directorship) of experience.

This paper employs data envelopment analysis (DEA) to examine firm efficiency. Then, fixed effect panel regression analysis is applied to test the direct and moderating effect based on a sample of firms in the selected Asia-Pacific countries.

Significant positive evidence for the moderating effect of directors’ experience on the impact of board busyness on firm efficiency is documented.

Findings are essential for managers, country policymakers and potential investors as inputs to improve the current company practices, laws and policies through the notion that directors’ experience does enable the busy board to contribute to improved firm efficiency.

This paper contributes to the debated perspectives on board busyness by providing initial evidence that directors’ experience positively moderates the impact of board busyness on firm efficiency.

The purpose of this paper is to investigate the mediating role of customer satisfaction (CS) in the electronic-customer relationship management (e-CRM) and customer’s loyalty (CL) relationship, using data from the customers of one of the largest retail banks in Kenya.

Using survey mode, the study was administered to 90 samples (of which 78 were returned and usable), with data analysed using exploratory factor analysis to determine scale validity, and path analysis and multiple regression modelling to test hypotheses.

This study revealed that the interaction between e-CRM transaction features and CS was statistically significant and predicted CL, however, the interaction did not significantly account for more variance than just e-CRM features and CS. The path analysis revealed a lack of potential significant mediation effects of CS on the relationship between e-CRM and CL.

Although this research may have sampling limitations and also that the model fit is confined in a single bank/service industry, the estimated model was reasonable enough and has the potential of being repeated in future studies.

The principle contribution of the present research is it supplies unique learning to bank managers and scholars alike through conceptualising and subsequently empirically verifying the path e-CRM and e-loyalty via CS, and that CS does not mediate the relationship between the aforementioned constructs. By investigating the e-CRM practices of an existing case study, it provides insights of the issue and compare to literature, therefore supplying a thorough and detailed analysis to understand the phenomenon under investigation valuable for banking sector.

This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural or service employee performance attributions. In addition, the authors test whether attributions differ depending on the service delivery outcome (success vs failure).

The 2 (origin of service employee: Austria or Turkey) × 2 (service delivery outcome: success or failure) scenario-based experiment includes 120 Turkish immigrant customers in Austria.

Contrary to previous research, the results indicate that in an immigrant customer context, cultural (mis)match does not influence customer satisfaction. The service delivery outcome is a boundary condition. With a positive service delivery outcome, immigrant customers attribute the results to the cultural background of the employee if it is the same as their own, but they attribute success to employees’ performance if they belong to the immigration destination culture. For negative service delivery outcomes, neither cultural nor performance attributions arise.

This study is the first to focus specifically on immigrant customer behavior in a high-involvement service context. The results challenge the predictions of social identity theory and the similarity-attraction paradigm and highlight that the immigrant context is unique. In this context, attributions play a key role in determining customer satisfaction.

The purpose of this study is to examine the role of collective angst, the concern about the future viability of one’s group, during service failure and recovery.

To test this objective the authors utilize an experiment to examine how Kuwaitis react to service failures when the front-line employee is a foreigner.

The results indicate that collective angst is associated with greater anger following a service failure. The authors also find that collective angst moderates the impact of cultural distance on anger and recommendation intentions following a service-failure recovery attempt. More specifically, cultural distance leads to greater anger and lower intentions to recommend a service establishment for consumers that experience greater collective angst.

The research provides the first attempt at examining how local consumers react to foreigner service providers, by examining how concern about the future vitality of one’s national group, in other words collective angst, affects such reactions.