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This paper aims to analyze if and to what extent mechanical artificial intelligence (AI)-embedded in hotel service robots-influences customers’ evaluation of AI-enabled hotel service interactions. This study deploys online reviews (ORs) analytics to understand if the presence of mechanical AI-related text in ORs influences customers’ OR valence across 19 leading international hotels that have integrated mechanical AI – in the guise of service robots – into their operations.

First, the authors identified the 19 leading hotels across three continents that have pioneered the adoption of service robots. Second, by deploying big data techniques, the authors gathered the entire population of ORs hosted on TripAdvisor (almost 50,000 ORs) and generated OR analytics. Subsequently, the authors used ordered logistic regressions analyses to understand if and to what extent AI-enabled hospitality service interactions are evaluated by service customers.

The presence of mechanical AI-related text (text related to service robots) in ORs influences positively electronic word-of-mouth (e-WOM) valence. Hotel guests writing ORs explicitly mentioning their interactions with the service robots are more prone to associate high online ratings to their ORs. The presence of the robot’s proper name (e.g., Alina, Wally) in the OR moderates positively the positive effect of mechanical AI-related text on ORs ratings.

Hospitality practitioners should evaluate the possibility to introduce service robots into their operations and develop tailored strategies to name their robots (such as using human-like and short names). Moreover, hotel managers should communicate more explicitly their initiatives and investments in AI, monitor AI-related e-WOM and invest in educating their non-tech-savvy customers to understand and appreciate AI technology. Platform developers might create a robotic tag to be attached to ORs mentioning service robots to signal the presence of this specific element and might design and develop an additional service attribute that might be tentatively named “service robots.”

The current study represents the first attempt to understand if and to what extent mechanical AI in the guise of hotel service robots influences customers’ evaluation of AI-enabled hospitality service interactions.

Based on more than 2.7 million online reviews (ORs) collected with big data analytical techniques from Booking.com and TripAdvisor.com, this paper aims to explore if and to what extent environmental discourse embedded in ORs has an impact on electronic word-of-mouth (e-WOM) helpfulness across eight major destination cities in North America and Europe.

This study gathered, by means of Big Data techniques, 2.7 million ORs hosted on Booking.com and TripAdvisor, and covering hospitality services in eight different destinations cities in North America (New York City, Miami, Orlando and Las Vegas) and Europe (Barcelona, London, Paris and Rome) over the period 2017–2018. The ORs were analysed by means of ad hoc content analytic dictionaries to identify the presence and depth of the environmental discourse included in each OR. A negative binomial regression analysis was used to measure the impact of the presence/depth of online environmental discourse in ORs on e-WOM helpfulness.

The findings indicate that the environmental discourse presence and depth influence positively e-WOM helpfulness. More specifically those travelers who write explicitly about environmental topics in their ORs are more likely to produce ORs that are voted as helpful by other consumers.

Implications highlight that both hotel managers and platform developers/managers should become increasingly aware of the importance that customer attach to environmental practices and initiatives and therefore engage more assiduously in environmental initiatives, if their objective is to improve online review helpfulness for other customers reading the focal reviews. Future studies might include more destinations and other operationalizations of environmental discourse.

This study constitutes the first attempt to capture how the presence and depth of hospitality services consumers’ environmental discourse influence e-WOM helpfulness on multiple digital platforms, by means of a big data analysis on a large sample of online reviews across multiple countries and destinations. As such it makes a relevant contribution to the area at the intersection between big data analytics, e-WOM and sustainable tourism research.

The purpose of this study is to reveal the research trends in guest experiences of service robots in the hospitality industry.

In this study, a review was carried out on the Web of Science (WoS) database with the assistance of bibliometric analysis techniques. Cluster analysis was also employed for this to group important data to determine the relationships and to visualize the areas in which the studies are concentrated. The thematic content analysis method was used to reveal on which customer experiences and on which methods the focuses were.

On the subject of experiences of service robots, the greatest number of publications was in 2021. In terms of country, China has come to the fore in the distribution of publications. As a result of thematic content analysis, it was determined that the leading factor was the main dimension of emotional experience. In terms of sub-dimensions, social interactions attracted more attention. Most of the studies discussed were not based on any theory. Apart from these, the Technology Acceptance Model (TAM), the Service Quality Model (SERVQUAL) and Perceived Value Theory (PVT) were featured more prominently among other studies.

In this study, only the WoS database was reviewed. In future studies, it would be possible to make contextual comparisons by scanning other databases. In addition to quantitative research designs, social dimensions may be examined in depth following qualitative research methods. Thus, various comparisons can be made on the subject with mixed-method research designs. Experimental research designs can also be applied to where customers have experienced human-robot interactions (HRIs).

In the hospitality industry, it is critical to uncover every dimension of guests' robot acceptance. This study, which presents the current situation on this basis, guides future projections for the development of guest experiences regarding service robots in the hospitality industry.

This paper looks at state-owned enterprises (SOEs) from the angle of the market for corporate control and analyzes in detail the reported rationales of a sample of 355 mergers and acquisition (M&A) deals performed by SOEs as acquirers over the period 2002-2012. The purpose of this paper, after having created a taxonomy of deal motivations, is to empirically test two alternative hypotheses: deviation vs convergence of M&A deal rationales between state-owned and private enterprises.

The data set is obtained by combining firm-level information from two sources, Zephyr and Orbis (Bureau Van Dijk). A recursive algorithm is developed to infer the ownership nature of the enterprises at the time the deal took place and then the authors double-checked the identity of the global ultimate owner by visual inspection of all the available information. Motivations are analyzed through a case-by-case analysis and classified into several categories, thereby providing a taxonomy of rationales behind SOE M&As and discussing their differences and similarities relative to private firms.

More than 60 percent of the deals performed by SOEs as acquirers are driven by “shareholder value maximization” motives, similarly to private enterprise acquirers. The other 40 percent of deals are almost equally spread among three rationales that specifically relate to the role of modern state capitalism in the economy. “Financial distress” motivation, which is the only one clearly deviating from the objectives of profit maximization typical of private ownership, is far less important than the others.

The paper does not analyze the case studies in detail. Neither does it correlate the evidence with the quality of corporate governance or the quality of institutions in the country. This would be interesting in order to discover whether the alignment of objectives between public and private enterprises is enhanced by certain features of public sector management, as suggested by the OECD (2015) Guidelines.

The paper suggests some policy implications in terms of reforms of the corporate governance of the SOEs and accountability of their management against clearly stated public missions. It also calls for the need for citizens to be informed in a transparent way about the rationales of major M&A deals when a SOE is on the acquirer side, and the consistency of such rationales with the mission assigned by governments to the enterprises they own. Finally, it underlines that regulatory concerns raised in many countries by the rise of cross-border SOE M&As are in most of the cases unfounded.

Existing literature has mainly focused on private corporate M&A deals or has just disregarded the ownership status of the acquiring firm. This paper focuses on the motivations for SOE deals in order to elaborate a taxonomy of SOE deal rationales and to identify the differences and similarities between private corporate firms.

Micro-municipalities are a widespread form of local government worldwide. However, research into micro-municipalities is often fragmented across various disciplines (e.g. public management, urban studies, etc.), limiting our understanding of the diverse influences impacting micro-municipal administration. Here, we review the literature on micro-municipalities and investigate the network relationships affecting their administration.

We performed a systematic literature review on micro-municipal administration. We adopted a network perspective for analysing the sample articles, which helps identify the multiple nodes that influence micro-municipalities’ administration, the drivers of relationships between the nodes, and the direction and flow of authority between these nodes.

We propose a network-based framework of micro-municipal administration that incorporates tailored interventions and support from higher government levels, adaptive stakeholder engagement, residents’ active participation, and responsive leadership.

This is the first systematic literature review of micro-municipalities and the first to propose a network-based framework for their effective governance.

Beginning with a historical outline and the definition of tourism as a privileged opportunity for physical and spiritual renewal, the author deals with the question of how young people put themselves in touch with religion and spirituality. After 2012, Catholic pastoral has changed: not only devotional attention to the pilgrimages but also an overview of the resources constituted by sacred places as a tool for socioeconomic and cultural development of destinations. Religious tourism means an appropriate moment to let the body relax and to nourish the spirit: from this approach, the author shows examples of ‘religious light tourism’ in Europe founded on an ecumenical approach and on sustainability. The effects are positive: for the offer, new jobs (guides, resorts, enogastronomic and folkloristic services); for the demand, a new way to preserve the beauty of creation for future generations, by offering emotional and not massive travels: Caminos, trekking and slow paths, in order to know local traditions and nature. Therefore, ‘religious light tourism’ is a champion of sustainability and responsible tourism because religious tourism is, usually, less affected by season's trends, social and economic crisis (but not in the present COVID-19!).