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Amidst ongoing digital transformation, the current paper provides a 360-degree overview of technology-adoption in Tourism and Hospitality. By combining and consolidating a wide range of sources, mainly in the tourism literature, the analysis depicts how the complex technological ecosystem often enhances or hinders the successful adoption, integration and interoperability of different technologies.

The critical review method was used to assess, analyse and synthesise existing literature in the area of digitisation in tourism and hospitality. The critical review process included a thematic analysis of the literature, where recurring themes, patterns and trends were identified towards addressing the study’s research questions.

The analysis identifies current trends, opportunities, challenges and strategies for technology adoption in tourism and hospitality, the implications for theory, practicable executive directions and avenues for further research.

The paper’s main contribution lies in its comprehensive identification, consideration and incorporation of all primary contemporary technological elements, and the ensuing development of a corresponding conceptual charting framework, which illustrates a multifaceted process with practical implications for various stakeholders, including businesses, authorities, consumers and employees.

This study aims to capture how the association between a multichannel relational communication strategy (MRCS) and customer performance is contingent upon such customer performance (low- versus high-performance customers) and to reconcile past contradictory results in this marketing-related topic. To this end, the authors propose and validate the method of quantile regression as an unconventional, yet effective, means to proceed to that reconciliation.

This study collected data from 4,934 customers of a private pension fund firm and accounted for both firm- and customer-initiated relational communication channels (RCCs) and for customer lifetime value (CLV). This study estimated a generalized linear model and then a quantile regression model was used to account for customer performance heterogeneity.

This study finds that specific RCCs present different levels of association with performance for low- versus high-performance customers, where outcome customer performance is the dependent variable. For example, the relation between firm-initiated communication (FIC) and performance is stronger for low-CLV customers, whereas the relation between customer-initiated communication (CIC) and performance is increasingly stronger for high-CLV customers but not for low-CLV ones. This study also finds that combining different forms of FIC can result in a negative association with customer performance, especially for low-CLV customers.

The authors tested the conceptual model in one single firm in the specific context of financial services and with cross-sectional data, so there should be caution when extrapolating this study’s findings.

This study offers nuanced and precise managerial insights on recommended resource allocation along with relational communication efforts, showing how managers can benefit from adopting a differentiated-customer performance approach when designing their MRCS.

This study provides an overview of the state of the art of MRCS, proposes a contingency analysis of the relationship between MRCS and performance based on customer performance heterogeneity and suggests the quantile method to perform such analysis and help reconcile past contradictory findings. This study shows how the association between RCCs and CLV varies across the conditional quantiles of the distribution of customer performance. This study also addresses a recent call for a more holistic perspective on the relationships between independent and dependent variables.

This study aims to explore the synergistic effect of oxide nanoparticles (ZnO, Fe₂O₃, SiO₂) and cerium nitrate inhibitor on anti-corrosion performance of epoxy coating. First, cerium nitrate inhibitors are absorbed on the surface of various oxide nanoparticles. Thereafter, epoxy nanocomposite coatings have been fabricated on carbon steel substrate using these oxide@Ce nanoparticles as both nano-fillers and nano-inhibitors.

To evaluate the impact of oxides@Ce nanoparticles on mechanical properties of epoxy coating, the abrasion resistance and impact resistance of epoxy coatings have been examined. To study the impact of oxides@Ce nanoparticles on anti-corrosion performance of epoxy coating for steel, the electrochemical impedance spectroscopy has been carried out in 3% NaCl solution.

ZnO@Ce3+ and SiO2@Ce3+ nanoparticles provide more enhancement in the epoxy pore network than modification of the epoxy/steel interface. Whereas, Fe2O3@Ce3+ nanoparticles have more to do with modification of the epoxy/steel interface than to change the epoxy pore network.

Incorporation of both oxide nanoparticles and inorganic inhibitor into the epoxy resin is a promising approach for enhancing the anti-corrosion performance of carbon steel.

This paper aims to study the effect of ultraviolet (UV) light on the corrosion behavior of BC550 weathering steel in simulated marine atmospheric environment.

The effect of UV light on the corrosion behavior of BC550 weathering steel in simulated marine atmospheric environments were investigated by the corrosion weight gain experiment, in situ electrochemical noise, scanning electron microscope and X-ray diffraction.

UV light accelerated the corrosion process of BC550 weathering steel in the simulated marine atmospheric environment during the first 168 h. The maximum influence factor of UV light was 0.32, and it was only 0.08 after 168 h of corrosion process.

As the extension of corrosion time, the thickness and density of the corrosion product layer increased, which weakened the acceleration effect of UV light.

Following the increasing trend of artificial intelligence (AI) research in hospitality literature, this critical reflection paper aims to identify AI-assisted mindfulness as a critical yet under-investigated issue and to contribute feasible directions for future research.

The authors first conceptualize a framework explaining the effects of mindfulness design in AI interventions on improving human mindfulness. The authors then identify opportunities for interventions in AI-assisted mindfulness for the tourism, hospitality and events industries. Finally, the authors propose potential themes for AI-assisted mindfulness research.

This study contributes three major conceptual works. First, we conceptualize a framework of AI-assisted mindfulness, showcasing that the scope of AI-assisted mindfulness spans from AI interventions to state mindfulness and then to trait mindfulness. Second, the authors offer two approaches to strategic thinking, one from mindfulness (i.e. mindfulness-focused niche markets and activities) and one from AI applications (i.e. AI-facilitated devices and platforms), to identify opportunities for AI-assisted mindfulness interventions. Third, for both management- and marketing-oriented AI-assisted mindfulness research, the authors propose 18 themes.

This critical reflection paper offers directions for future knowledge creation in AI-assisted mindfulness in the tourism, hospitality and events industries.

To the best of the authors’ knowledge, this critical reflection paper serves as the first in hospitality and tourism literature to systematically propose the research issue of AI-assisted mindfulness, offering directions and themes for future research.

This study aims to investigate the role of aluminium (Al) in marine environment and the corrosion mechanism of galvalume coatings by conducting accelerated experiments and data analysis.

Samples were subjected to accelerated corrosion for 136 days via salt spray tests to simulate the natural conditions of marine environment and consequently accelerate the experiments. Subsequently, the samples were examined using various test methods, such as EDS, scanning electron microscopy (SEM), X-ray diffraction (XRD) and electrochemical impedance spectroscopy (EIS), and the obtained data were analysed.

Galvalume coatings comprised interdigitated zinc (Zn)-rich and dendritic Al-rich phases. Corrosion was observed to begin with a Zn-rich phase. The primary components of the corrosion product film were Al₂O₃ and Zn₅(OH)₈Cl₂·H₂O. It was confirmed that the role of Al was to form a dense protective film, thereby successfully blocking the entry of corrosive media and protecting the iron substrate.

This study provides a clearer understanding of the corrosion mechanism and kinetics of galvalume coatings in a simulated marine environment. In addition, the role of Al, which is rarely mentioned in the literature, was investigated.

To understand the seismic behavior of reinforced concrete (RC) beams confined by corroded stirrups, low-reversed cyclic loading tests were carried out on seven RC beam specimens with different stirrup corrosion levels and stirrup ratios to investigate their mechanical characteristics.

The failure mode, hysteresis behavior, skeleton curves, ductility, stiffness degradation and energy dissipation behavior of RC specimens are compared and discussed. The experimental results showed that the restraint of concrete provided by corroded stirrups is reduced, which leads to a decline in seismic performance.

For the specimens with the same ratios of stirrup, as the corrosion level increased, the load-carrying capacity, stiffness, plastic deformation capacity and energy-dissipation capacity dropped significantly. Compared with the uncorroded specimen, the failure modes of specimens with high corrosion level changed from ductile bending failure to brittle failure. For the specimens with the same levels of corrosion, the higher the stirrup ratio was, the stronger the restraint effect of the stirrups on the concrete, and the seismic behavior of the specimens was obviously improved.

In this paper, a total of seven full-size RC beam specimens at joints with different stirrup corrosion levels and stirrup ratios were designed and constructed to explore the influences of corrosion levels and stirrup ratios of stirrups on the seismic performances. The failure modes, strain of reinforcement, hysteretic curves, skeleton curves, stiffness degradation and ductility factor of RC specimens are compared and discussed.

The main purpose of this study is to fill the research gap on how B2B global service firms integrate dynamic capabilities within their omnichannel management to influence positive word of mouth (WOM), customer engagement (CE) and customer equity.

Drawing on the dynamic capability and WOM theories, a model has been developed that defines the subjects of the empirical test. The paper reports on data collected from 312 service-oriented global firms in Australia, through a cross-sectional survey. Data were analyzed using structural equation modeling.

The findings suggest that content management (i.e. information consistency, source trustworthiness and endorsement) and concerns management (i.e. privacy, security and recovery) capabilities are the two significant antecedents of positive WOM within a B2B omnichannel setting in international marketing. The findings also confirm the key mediating role of CE between positive WOM and customer equity.

The findings extend dynamic capability theory in the context of international marketing by linking WOM, CE and customer equity. The findings add further theoretical rigor by establishing the nomological chain between positive WOM and customer equity, in which CE plays a key mediating role.

Practitioners and academics are starting to recognize the benefits of green IT/IS practices. Despite these benefits, this study aims to know more regarding the factors that would drive organizations to use green IT/IS practices within their IT function and across the enterprise. To further understanding in this area, this study applies a strategic cognition framework of firm responsiveness and institutional theory to determine the extent to which an organization uses green IT/IS practices in response to stakeholder concerns. This study investigates the extent to which two organizational logics – expressive and instrumental – and three institutional pressures – coercive, mimetic and normative – jointly affect an organization's use of both green IT practices and green IS practices.

This study tested the hypotheses with survey data collected from 306 organizations. Structural equation modeling was used for data analysis.

Findings support four joint effects: (1) individualistic identity orientation and coercive pressure positively affect green IT practices; (2) collectivistic identity orientation and normative pressure positively influence green IS practices; (3) cost reduction orientation and mimetic pressure positively affect green IT practices; and (4) revenue expansion orientation and normative pressure positively influence green IS practices.

This study contributes to the literature by providing evidence for joint drivers of green IT and green IS practices. Green IT and IS practices represent organizations' different levels of commitment to environmental sustainability and responsiveness to stakeholders (i.e. green IT/IS practices). Organizations of different expressive and instrumental orientations are attuned to institutional pressures to various degrees, which leads to different green IT/IS practices.

All hypothesized relationships were significant. Specifically, H1 was supported as disconfirmation and surprising consumption were significantly correlated. Moreover, arousal (H2) and outrage (H4a) were functions of surprising consumption and negative affect (H3) and outrage (H4b) were functions of arousal. H4c was also supported as negative affect had a significant direct effect on consumer outrage. In addition, disconfirmation had negative direct effects on both negative affect (H5) and dissatisfaction (H6a) and dissatisfaction was a function of negative affect. Finally, both outrage (H7a) and dissatisfaction (H7b) had significant negative effects on behavioral intentions.

Respondents were recruited to participate in the data collection in a “college town” in the Southeastern United States. Respondents were provided a paper and pencil data collection instrument that include complete survey instructions and the balance of the research design. To adequately test all hypotheses, the researchers developed a unique scenario that described an extreme service failure that takes place during a hotel check-in. Each respondent was asked to read the scenario and then reflect upon it as they responded to items that assessed their feelings toward the hotel check-in experience.

The results provide additional evidence in support of the existence of the satisfaction-dissatisfaction continuum, as well as specifically identifying the affective nature of levels of satisfaction that fall surprisingly well-below the zone of tolerance. The authors feel that the present study is a necessary step to provide a more comprehensive view of the satisfaction-dissatisfaction continuum. Likewise, the authors posit initial evidence of the antecedents and consequences of consumer outrage. This research supports the prior assumptions of Westbrook (1987) about the vast detrimental effects of negative affective responses to service or product failures.

Future research needs to discover just how extremely deficient service has to be to elicit outrage. Is outrage a personal phenomenon with every consumer experiencing it to different degrees? As such, is outrage triggered at different points on the satisfaction-dissatisfaction continuum? The zone of tolerance seems to suggest this, but it would be interesting to discover if at some collective level of dissatisfaction consumers generally begin to show signs of outrage. Likewise, it would be interesting to understand how the level and pattern of outrage results in customers exiting the relationship but also results in loyal customers becoming enemies (e.g. Gregiore et al., 2009; Gregiore and Fisher, 2008).

The motivation for the current study is both pragmatic and theoretical. As alluded to above, it is evident that the level of service customers’ emotional responses to their service experiences are increasing in frequency and intensity. These negative emotions affect the efficacy of service workers and impede the financial performance of service providers. The popular mantra of “anti-woke” consumers, “Go Woke, Go Broke,” is indicative of the importance of negative emotion. Sometimes referred to as “brand activism” (Moorman, 2020; Sarkar and Kotlet, 2019), recent public stances on social and political issues have led to a boycott of Gillette razors, the burning of Nike shoes, and the canceling of Costco Memberships in what has been called “virtue signaling” (Vredenburg et al., 2020). While none of these actions are desirable, the importance of investigating the impact of strong negative emotions (i.e. outrage) is further demonstrated in reports that 65% of consumers expect companies to authentically support such issues (Barton et al., 2018; Edelman, 2018; Larcker and Tayan, 2018; Moorman, 2020).