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In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty.

To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study.

The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty.

The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry.

This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

Based on the arguments of conservation of resource theory (COR), this study aims to investigate the mechanism underlying the linkage of COVID fear, work-family conflict (W-FC) and family-work conflict (F-WC) while investigating the mediating role of COVID stress and social distancing. The study also tests the moderating role of religiosity in these relationships.

In total, 401 survey responses from doctors and university teachers are collected through online and personally administrated questionnaires. Partial least square-based structural equation modeling technique is applied using Smart PLS software.

This study finds that COVID fear has a positive and significant impact on COVID stress and social distancing while religiosity negatively impacts COVID fear. Further, COVID stress and social distancing mediates the relationships between COVID fear and W-FC/ F-WC. However, the study found that COVID stress is a more effective mechanism as compared to social distancing in explaining the mediation process. It is also found that religiosity significantly moderates the nexus between COVID stress and both W-FC and F-WC negatively.

Findings imply that the teachers, as well as doctors, must be immediately be provided with the proper facilitation to maintain their work from home operations with the best of the institutional facilities. Moreover, the recruitment policy in such professions can also consider religious practices to be the indicators of problem-solving and stress management in such a challenging context.

This study provides timely and novel insight into the interplay between the domains of work and family during the period of stressful COVID outbreak. By distinguishing W-FC and F-WC, it provides a detailed understanding of the process during the COVID period. The groundbreaking finding in the research is with the moderation of religiosity.

This study investigates the mediating role of service recovery between brand love (BL), brand trust (BT) and purchase intention in the context of food-delivery apps.

This study follows a quantitative approach. The authors conducted an online survey and collected 275 responses from users of food-delivery apps in South America and Asia. The authors analyzed the conceptual model proposed using structural equation modeling (SEM) in Smart PLS 3.0.

The results showed a direct and significant relationship between brand love, BT and purchase intention. Additionally, the authors identified the mediating role of service recovery between brand love, BT and purchase intention.

First, this study focused on the service recovery construct in general. Future research can address different types of service recovery, for example, core, interpersonal and procedure failures (Kim and Jang, 2016). Second, the authors restricted the study to the relationship between brand love, BT and purchase intention. Future studies can include other constructs, such as e-word of mouth, loyalty and information risk, as intervening variables. A larger sample can also be considered to support the generalization of the findings.

This study recommends that companies enchant customers with immediate actions after a service failure has occurred. In doing so, companies must monitor those customers who have experienced a service failure, measuring the level of trust in the branded app and checking the frequency of purchases after a service recovery. Interacting with customers through messages is also an important action to manage their purchase intention following the problem's solution. Furthermore, companies must segment customers who have experienced a failure and direct them to specific benefits to reinforce their trust in the app. Then, after correcting the problem, they should pay them special attention by offering benefits, like discounts, coupons and free delivery, as a strategy to promote future purchases.

This is the first paper to investigate the impact of service recovery on brand love, BT and purchase intention in the context of food-delivery services. The authors extend the knowledge about consumers' responses in the case of a failure caused by consumers' loved brands and show how service recovery actions can establish BT and influence future purchases.

Adopting a public-management perspective, this study aims to conduct a meta-ethnography to discern local government’s role in city hospitality in terms of promoting the welcome the city gives its guests, filling a gap in research into the subject.

The authors used the seven-step iterative approach of Noblit and Hare’s meta-ethnography. By conducting a systematic search in the major bibliographic databases, ten qualitative studies on city hospitality were identified that met the criteria to be included. Concepts alluding to a local government’s role in city hospitality were coded in NVivo 11 software, translated and interpreted through the lens of public management. A total of 14 semi-structured interviews with experts were also conducted to further validate the meta-ethnography findings.

Six interrelated, third-order constructs were developed and conceptualized into an articulated model describing local government’s role in city hospitality from a public-management perspective: advocating, co-creating, strategizing, planning and implementing city hospitality, and promoting it into a sustainable tourism development. The model, also substantiated by expert feedback, describes local government actions to promote city hospitality and achieve sustainable tourism. It highlights a responsive, proactive and collaborative role for local government as a key actor responsible for the strategic management and co-creation of city hospitality.

The study introduces public governance cues into a city hospitality context, with theoretical and practical implications for hospitality and tourism researchers, businesses, politicians, public managers, city officials and destination marketing/management practitioners.

The study proposes an original conceptual model that serves as an overarching framework and operative tool for understanding and practicing city hospitality in a contemporary public-management perspective. This lays the foundations for the development of a broadened notion of hospitality management, extended from the traditional context of the hospitality industry to that of the city or place. The study also showcases how meta-ethnography can be an effective methodology in business, management and accounting research, within which it is still a novelty.

Different leadership styles are used to make innovations in organizations. So, a sound system of social exchanges has always been a need in this dynamic and technological world to challenge organizational problems. Drawing on the social exchange theory, this study aims to empirically investigate the mediating relationship of a set of social exchanges, e.g. leader-member exchange (L.M.X.), knowledge sharing behavior (K.S.B.) and voice behavior (V.B.), between transformational leadership (T.L) and innovative work behavior (I.W.B). Particularly, it explores the best social exchange behavior between T.L and I.W.B that plays a highly constructive role in the innovativeness of the hospitality industry in Pakistan.

The study targeted 403 frontline employees from hotels situated near Swat Valley, Pakistan. The study used a quantitative approach by using a convenient sampling technique. Structural equation modeling was run by using Smart partial least square 3.3.3 to test the proposed model.

The research supported that T.L significantly influenced I.W.B via a L.M.X., K.S.B. and V.B. T.L did not directly and significantly influence I.W.B so, there were full mediations between T.L and I.W.B. Specifically, knowledge-sharing behavior played a highly constructive role in innovativeness.

The study targeted frontline employees from one place, Swat valley; however, data collection from different tourist places may generalize the results based on social exchanges and innovative behavior. A dyadic interaction between top-level and middle-level management may closely trace the innovative ideas among the employees.

The study found knowledge sharing to be a highly effective mechanism that supports employee innovation more than a L.M.X. and V.B. As a result, the managers should establish a sound system of knowledge sharing, which means a knowledge economy so that employees innovativeness can be boosted and promoted.

The present study was the first study in the hotel industry of Pakistan that reveals a highly effective mediating mechanism: K.S.B., which exists with T.L to increase workers’ innovativeness highly.

Drawing from social exchange theory, this paper aims to examine the role of five mediating mechanisms between the relationships of critical constructs of frontline employees’ performance, and both transformational leadership and proactive personality to find out which mediating mechanism highly boosts frontline performance in 3-star hotels, Pakistan.

By testing parallel mediating linkages, this study used a structural equation modeling (SEM) technique using partial least square-SEM. This empirical investigation used a quota sampling technique to collect data from the frontline employees of 3-star hotels from the top five big cities of Pakistan. The study administered online survey questionnaires among 500 frontline workers in 3-star hotels.

The results of the study supported a substantial direct influence of transformational leadership and proactive personality on employees’ performance. Nevertheless, it was observed in the findings of this investigation, significant mediating relationships between frontline employees’ performance and the key constructs of transformational leadership and proactive personality. However, the construct of work engagement was not found to have a significant mediating relationship between front-line employees’ performance and both constructs of transformational leadership and proactive personality. Moreover, leader-member exchange was identified as the highest mediating mechanism among the five. It is noteworthy, the results of this study highlighted that the notion of leader-member exchange is extremely embedded in transformational leadership to enhance the frontline performance than proactive personality.

The empirical evidence of this study insinuates that the management may establish a system of collaborative learning and social exchange between leaders and followers. This approach might be the essence to improve the work outcomes of frontline employees specifically within the 3-star hotels and hospitality organizations at large.

This study contributes to novel findings particularly to determine the five mediating mechanisms, i.e. work engagement, job satisfaction, organizational citizenship behavior, organizational commitment and leader-member exchange between frontline employees’ performance and the constructs of transformational leadership and proactive personality. It might be noteworthy, the empirical and anecdotal pieces of evidence of this study indicated a social exchange system within transformational leadership optimizes the frontline employees’ performance that ultimately contributes to the overall organizational outcomes.

This study aims to extend the technology acceptance model (TAM) to examine whether the introduction of robots influences employees’ behavioral intentions to use robots and awareness of robots to promote human–robot collaboration (HRC). Besides, the role of strategic human resource management (HRM) involvement as a moderator in the perception of robots as a team member was investigated.

Data were collected from 500 respondents via the Amazon Mechanical Turk platform. After data cleaning, 329 valid responses were analyzed. Partial least squares structural equation modeling was applied using Smart PLS Ver. 3.0 to test the study’s measurement and proposed research model.

The study results show that robots’ perceived usefulness and ease of use positively influence employees’ behavioral intentions to use robots. In addition, the advantages and disadvantages of robots have a positive impact on robot awareness. Employees’ behavioral intentions and awareness contribute positively to HRC. On the other hand, the moderating role of strategic human resources (HR’s) involvement in the relationships was insignificant.

This study provides an exclusively applied understanding of robot presence and embodiment relevant to real-world HRC. In the travel, tourism and hospitality (TTH) industry, employees’ intention to use robots and robot awareness are significant factors. However, HRM involvement without the acceptance of robots could not enhance HRC.

Based on the literature review, to the best of the authors’ knowledge, this study is one of the first on this topic and extends TAM with new antecedents related to robot use, robot awareness and HRC in the TTH industry. In addition, this model attempts to determine the factors that favor HRC in the industry. This study also assessed the moderating role of strategic HR’s involvement in the behavioral intention of robot use, robot awareness and HRC.

由于高科技领域的快速扩张, 机器人成为旅行、旅游和酒店业的传统。因此, 本文旨在研究是否机器人的采用会影响员工的离职意愿和人机协作和人力资源管理在激励员工与机器人团队合作方面的作用。

本研究采用定量方法。总共 500本研究的数据是通过 MTurk 平台收集, 但其中, （n = 329）是最终确定样本量, 并应用基于偏最小二乘的结构方程模型（PLS-SEM）使用 Smart PLS Ver. 3 检验研究的测量和关系模型

该研究的结果确定了机器人的有用性和易用性人机协作对员工行为意向的积极影响, 除此之外, 机器人的优势和劣势尽管对意识产生积极影响, 但员工的意识不影响人机协作。以及 HRM 战略参与的角色对员工意愿的影响并不充分且积极。

这项研究对员工的机器人的使用意图和人力资源管理在机器人采用和激励决策中的员工进行协作提供了应用性的理解。意识是对员工离职的一项动态担忧; 因此, 人力资源管理应该确保采用机器人对员工有帮助

这是第一项有条不紊地研究人力资源管理在旅行、旅游和酒店研究中的人机协作。这项研究对员工重要性以及先进的旅游技术进行了传播。

This study aims to use an authentic leadership style to explore that whether male or female leadership of private academic institutions highly influences affective organizational commitment and tacit knowledge sharing among the library teachers. Additionally, this study encompasses the trust of library teachers and justifies whether the trust under male or female leadership highly moderates the effect on tacit knowledge sharing.

By using structural equation modeling, this study tests two leadership models (e.g. male and female leadership models). Using a convenient sampling approach, the researcher collects data from library teachers of private academic institutions in district Sheikhupura, Pakistan through face-to-face interaction. The study administered 650 survey questionnaires among the library teachers; however, 403 questionnaires were answered validly and reliably. The response rate was 62%.

The study found the direct and indirect effect of authentic leadership on affective organizational commitment and tacit knowledge sharing however, male authentic leadership influence on affective organizational commitment and tacit knowledge sharing was quite higher than female authentic leadership. Resultantly, the library teachers were more committed to sharing tacit knowledge under male leadership than female. Nevertheless, the moderating role of trust was found in female leadership but not in male leadership. Simply, the library teachers under male leadership were hesitant to trust others, so the chain of sharing hidden ideas and image of libraries was not found in male leadership.

Private academic institutions need authentic leaders to shape the knowledge economy of libraries and the structure of the academic institutions. For this reason, this study provides practical implications for managers that male leadership should be hired in academic institutions because it has a higher influence on librarians’ commitment and tacit knowledge sharing among peers as compare to female leadership.

To the best of the authors’ knowledge, this was the first study that differentiates the capabilities and skills of male and female authentic leadership in private academic institutions. Further, it suggests hiring male leaders in these institutions.

Environmental, social and governance (ESG) disclosure has gained momentum in corporate reporting. Addressing a research gap on the subject, this paper aims to explore the theories involved in ESG disclosure studies, thereby shedding light on the dominant theoretical approaches and emerging perspectives that inform this type of disclosure.

A systematic review of 142 selected accounting studies published up to June 2023 devoted to ESG – and corporate social responsibility (CSR) – disclosure was conducted. The theories underlying these studies were examined through a descriptive performance analysis complemented by a systematic qualitative text analysis using RStudio and QDA Miner software tools.

The study reveals that five dominant theories stand out among the overall 32 found: stakeholder theory first, followed by legitimacy, institutional, agency and signaling theories. Theories are often combined into an integrated theoretical framework. The findings also show an array of minor constructs – many of them unconventional – that offer fresh perspectives for studying ESG disclosure, such as upper echelons, stakeholder salience, cognitive cost and reputation theories, among others.

This paper provides an original literature contribution by offering a comprehensive overview of the mainstream and niche theoretical perspectives underpinning accounting studies focused on ESG disclosure, with a nuanced scope of discussion on the use of ESG/CSR terms.