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This study aims to develop a measurement scale for employee aesthetic labor (AL) in hospitality from the perspectives of frontline employees of international tourist hotels and airlines.

The authors utilized both qualitative and quantitative methods to develop the AL scale. Participants were frontline employees of international tourist hotels and airlines in Taiwan. The authors’ analysis incorporated both exploratory and confirmatory factor analyses to examine the results.

A four-factor, 21-item hospitality AL scale with satisfactory validity and reliability was created. The four AL factors are appropriate voice and response, pleasant appearance, corporate aesthetic image delivery and polite and elegant demeanor.

The developed AL scale can serve as a useful tool for the hospitality industry in terms of employee recruitment and training to align with the corporation's aesthetic image and reduce the potential burden of AL on employees.

Based on dramaturgical theory, this study focuses on the AL practices that are performed during service encounters with customers. It is potentially the first AL scale to be constructed using rigorous scale development procedures.

The purpose of this paper is to identify the impact indicators of the 2010 Taipei International Flora Exposition from the perspective of residents and to investigate the effects of these impacts on the urban sustainability through the perceptions of Taipei residents after the exposition.

The authors conducted a literature review and consulted experts to identify the impact indicators of the exposition. This process resulted in 17 indicators of economic impact, 12 indicators of environmental impact, and 13 indicators of social impact, and the authors developed a 12-dimension/42-indicator mega-event impact measurement scale. Using a survey of 1,628 host residents after the exposition, the authors performed regression analysis to investigate the effects of these impacts on the urban sustainability.

The results indicated that economic, environmental, and social impacts exerted significant positive effects on urban sustainability. All positive dimensions of economic, environmental, and social impact exerted significant positive effects on urban sustainability, and all negative dimensions exerted nonsignificant effects on urban sustainability.

This study identified the impact indicators of the 2010 Taipei International Flora Exposition and investigated the effects of these impacts on the urban sustainability. The findings of this study indicated that economic, environmental, and social impacts of the exposition exerted significant positive effects on urban sustainability.

The purpose of this paper is to propose the mechanism of festival attachment and examine how it serves as a significant predictor of place attachment and place loyalty.

Through on-site survey with convenience sampling, 465 visitors were surveyed at the Pingxi Sky Lantern Festival, which is one of the most famous Taiwanese festivals. Structural equation modeling is used to examine the proposed research model.

Empirical results of this study reveal that “hedonism” is the most important antecedent for improving festival attachment, followed by novelty seeking, attractions and cultural exploration. Festival attachment exerts positive effects on place attachment, which then increases place loyalty. Moreover, place attachment partially mediates the relationship between festival attachment and place loyalty.

By hosting festivals, festival managers can induce festival attachment in visitors and then transfer the attachment with festivals into the host place. The findings of this study demonstrate the major role of festivals in promoting local tourism.

Memorable customer experience (MCE) is a key factor affecting customer loyalty and revisit intention. Hospitality managers must identify factors that create MCEs. This study aims to investigate relationships among perceived coolness, customer engagement and MCE and examine the mediation effect of customer engagement.

Two samples of 434 restaurant customers and 372 hotel customers in Taiwan returned questionnaires. Hypotheses were examined by structural equation modeling.

The results demonstrated that perceived coolness positively affected customer engagement and MCE and that customer engagement positively affected MCE. Furthermore, customer engagement mediated the relationship between perceived coolness and MCE.

This study is cross-sectional, which limits causal inference. Furthermore, this study only investigated customers of Taiwanese restaurants and hotels, and the findings may not be generalizable to other industries and countries.

This study contributes to the MCE knowledge in hospitality by elucidating the association among perceived coolness, customer engagement and MCE. The findings can aid hospitality managers in developing marketing strategies, fostering customer engagement and creating MCEs.

The friendliness of a destination is a key factor influencing tourists' destination selection. However, few studies have explored the construct of friendly tourism destinations. The purpose of this study was to establish a typological framework of friendly tourism destinations and compare older and younger adults' valuations of friendly destination attributes.

A mixed-method approach was used; in-depth interviews were conducted with 18 tourism stakeholders. Content analysis of the collected data was performed to construct a friendly tourism destination framework.

The framework consisted of 37 categories, which were classified into six themes: transportation and infrastructure, friendly tourism environments, government policies and tourism promotion measures, tourism products and activities, tourism information services and friendly residents. Furthermore, survey data from 1,153 respondents in Taiwan revealed that older adults valued friendly tourism environments and friendly residents more highly than younger adults did.

The participants were all from Taiwan; therefore, the results might not be applicable to tourists in other countries or regions. Furthermore, this study only compared the valuations of older and younger adults for the attributes of friendly tourism destinations.

Friendly tourism destination categories can provide a reference for tourists when making travel decisions. The framework provides destination marketers with a new tool for managing friendly tourism destinations. The findings can act as a reference for travel suppliers seeking to improve tourism-friendly services.

This study introduced a multifaceted framework for developing friendly tourism destinations from a holistic perspective. The results contribute to the tourism literature, revealing that younger and older adults have different valuations for the attributes of friendly tourism destinations.

The purpose of this study is to develop and validate a hospitality cultural scale for measuring the effect of organizational culture on customer delight (OCCD).

A literature review and focus group discussion were conducted to generate an initial item pool. Subsequently, three individual samples of hotel employees were identified to develop and validate the OCCD scale. Exploratory factor analysis was conducted for item purification and factor extraction, and confirmatory factor analysis verified the factor structure of the OCCD construct. Finally, several validity tests were examined to further support the OCCD construct.

The results of the analyses indicated that the OCCD construct contains eight factors: the customer delight service control system, expected competencies for customer delight, shared values for customer delight, employee empowerment for customer delight, expected norms for customer delight, superior service environment, customer delight competency development and customer delight service scripting. These factors reflect theories of cultural layers.

The developed OCCD scale can provide hospitality managers a self-evaluation and diagnostic instrument to enable their cultural improvement. In addition, OCCD scale can garner employee consensus and further facilitate the effectiveness of human resources management.

This study developed an organizational cultural scale to explore the importance of customer delight in the hospitality industry. It expanded academically the current knowledge of organizational culture and customer delight.

Service excellence has been recognized as a crucial means of achieving customer delight. Several recent studies have argued that redundant services may be perceived as unnecessary by customers; however, few studies have explored the construct of service redundancy. This study aims to identify and classify service redundancy in the foodservice industry.

This qualitative study conducted in-depth interviews with 72 participants, namely, 36 customers and 36 managers of fine dining restaurants in Taiwan. Content analysis of the data yielded the classification of service redundancy.

This study determined 16 categories of service redundancy categorized under three themes: service behavior, service regulations and environmental factors. Furthermore, six causes and four consequences of service redundancy were identified.

Customers and managers of fine dining restaurants were interviewed; thus, the findings may not be fully generalizable to service redundancy in other restaurant types.

The contribution of this research is the construction of a model of service redundancy, which could serve as a theoretical foundation for further examination of service redundancy and the relationships between the related constructs.

This paper aims to examine the effect of a supervisory support climate on frontline employees’ service-oriented organizational citizenship behavior (OCB) using a multilevel conceptual model. A positive group affective tone – a meaningful construct – is introduced to investigate the mediating and moderating roles in this relationship in the context of hospitality.

Data were collected from 41 international tourist hotels in Taiwan. A total of 476 valid questionnaires from frontline employees were received for data analysis. The results were analyzed by using hierarchical linear modeling (HLM).

These results not only indicate that a supervisory support climate has a positive effect on service-oriented OCB but also reveal that a positive group affective tone partially mediates and notably interacts with the relationship between the supervisory support climate and service-oriented OCB.

Based on the results, this study recommends that hotels train their managers to build a supervisory support climate, because this is the key source of service-oriented OCB in frontline employees. In addition, hotel managers need to exert a positive group affective tone to reinforce the effect of a supervisory support climate on service-oriented OCB.

This study contributes to the current hospitality literature by verifying the effect of a supervisory support climate on service-oriented OCB from a multilevel perspective. It also extends the understanding of the mechanism and interaction effect of the positive group affective tone in this multilevel relationship.

The purpose of this study was to investigate the moderating effects of organizational justice and workplace friendship on the relationship between workplace bullying and hotel employees’ well-being.

The research sample included 310 entry-level employees of international tourism hotels in Taiwan. This study adopted hierarchical regression for data analysis.

The study found that workplace bullying negatively impacted on hotel employees’ well-being. Organizational justice and workplace friendship had significantly positive effects on hotel employees’ well-being. Compared with workplace friendship, organizational justice had a significant moderating effect on the relationship between workplace bullying and hotel employees’ well-being.

In the research fields of hospitality, past studies failed to use organizational justice and workplace friendship to moderate the relationship between workplace bullying and hotel employees’ well-being. This study confirmed that organizational justice could effectively buffer the negative effect of workplace bullying on hotel employees’ well-being.

The purposes of this study were to explore the moderating effect of consumer affinity on brand personality and consumers' intention to stay in a hotel, as well as on self-congruity and consumers' intention to stay in a hotel.

This study collected data from 386 inbound tourists to Taiwan. Hierarchical regression analysis was applied to analyze the data.

The results showed that brand personality, self-congruity and consumer affinity have significant positive effects on consumers' intention to stay in a hotel, respectively. Moreover, consumer affinity has significant moderating effect on brand personality and intention to stay in a hotel, as well as on self-congruity and intention to stay in a hotel.

Consumer affinity is a construct that identifies national attributes, and it strengthens the relationships between brand personality or self-congruity and consumers' intention to stay in a hotel from the level of country-specific affect. The results of this study can provide hotel marketers with reference for marketing management.

Although past studies have examined the relationship between consumer affinity and purchase intention or behavior, the effect of consumer affinity construct on hotel consumers' intention to stay remains sparse in the hotel context. This study confirmed that consumer affinity has significant moderating effect on brand personality and intention to stay in a hotel, as well as on self-congruity and intention to stay in a hotel.