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This paper is specifically developed on the basis of a pragmatic model for the Muslim-friendly medical tourism supply chain industry. The purpose of this study is to investigate the effectiveness and viability of the Muslim-friendly medical tourism supply chain practices in Malaysia.

A framework for the service supply chain management of the Muslim-friendly medical tourism with the effective outcomes was theoretically developed and explored in this study, using a structural equation modelling with the partial least squares technique. A structured questionnaire was developed, distributed and collected from 38 Islamic-friendly hospitals, 9 Muslim-friendly medical agencies and 44 Muslim-friendly hotels that will form the potential relevant associations of the medical tourism supply chain practices in Malaysia.

The findings provide reliable evidence that the effectiveness of the Muslim-friendly medical tourism supply-chain practice has a positive impact on the Muslim-friendly medical tourism supply chain. In addition, the Muslim-friendly medical tourism supply chain practice has also a significant and positive impact on the organizational performance as a whole. The result also demonstrates that collaboration is dependent on the demand management, whilst the productivity is not associated with it.

Practicing and implementing a Muslim-friendly medical tourism service supply chain is important, in the sense that the Muslim patients’ demand on the choice of halal practice of medical treatment and halal food consumption criteria. This investigation is the first to embark on the research on the Muslim medical tourism supply chain production network in Malaysia. This study provides practitioners with the important related data to improve their policies and their performances in the organization. The statistical results provide indispensable valuable information in comprehending the critical medical tourism supply chain practices and most specially to assist the Muslim-friendly medical tourism sector to offer quality medical tourism service that suits and attracts the Muslim medical tourists’ broad needs regionally and abroad.

The purpose of this paper is to investigate and develop a framework of the performance evaluation of tourism supply chain management (SCM) for the case of Thailand.

The performance measurement of tourism SCM was based upon the eight dimensions of service performance, namely order process management (OPM), supplier relationship management (SRM), service performance management (SPM), capacity and resources management, customer relationship management, demand management (DM), information and technology management, tour finance supply chain. Data were collected from 195 samples of experts of each component of the supply chain to identify the weight pairwise and criteria on each tourism component. The study also adopted analytical hierarchy process (AHP) technique to rank the dimensions of service performance for searching the suitable performance measurement.

The results showed that there are both similarities and differences in each tier. Among the eight dimensions subject to this measurement, OPM, SPM and SRM are ranked as 1, 2 and 3, respectively, in tourism supply chain.

One limitation should be considered. As the results of this performance measurement are drawn from sole perspectives of the tourism-business operators, these are probably different from those of the tourists.

The contribution of this study is another effective performance measurement which is expected to benefit the evaluation of tourism supply chain for Thai tourism industry.

This study aims to explore how inter-organizational systems (IOSs) drive tourism businesses to a new normal based on the resource-based view through the supply chain of tourism and information and computer technology used in IOSs.

Data were collected from the management of tourism businesses, and stratified sampling was used in the study. The authors selected 1,000 travel agencies as the study sample, mailed the research questionnaire to their managers and received 252 completed questionnaires. The authors analyzed the data using the partial least squares approach.

IOS is seen as a transformational service mechanism that provides a dynamic support weapon for members of the tourism supply chain. Tourism businesses should look for suppliers providing comprehensive services through IOS, excellent quality tourism products and customized tourism products to enhance the competitiveness of tourism businesses in the new normal.

This study provides an industrial marketing research perspective on tourism businesses facing the challenges of the new normal. For tourism businesses, technological innovation allows for changes in the strategies and procedures for their transformation and improves the business model of tourism businesses in the new normal.

This research aimed to examine the role of cloud infrastructure capabilities of tourism small and medium-sized enterprises (SMEs) in the tourism supply chain, increasing the online consumption value of tourists.

This study uses stratified random sampling. A value model was formulated, and the study distributed 2,000 surveys; 412 valid responses were received and analyzed using the structural equation modeling approach.

The cloud-based architecture provides tourism SMEs a competitive advantage in the dynamic tourism market and the ability to develop next-generation system capabilities while providing tourism SMEs with a new application foundation to adapt to the ever-changing tourism market.

For tourism SEMs, the cloud allows adjusting strategies and procedures for tourism supply chain management; this agility enables tourism SMEs to anticipate changes in the travel market and respond to changing consumer demands in the tourism industry.

The purpose of this study is to address the relevance of archaeological heritage in the context of supply chains for the tourism industry. It does so by providing converging ideas on the usefulness of individual sites, not in their strict scientific or latent value but as an enhancer for optimizing cultural production in a wider scenario of aggregate demand.

While examples from the United Arab Emirates (UAE) illustrate this reasoning, the underlying principles have a widespread application and point to a need for defragmenting and realigning tangible heritage as a key production factor. Methods used consist of an inductive approach, based on secondary sources and semi-structured interviews.

Results indicate that, while archaeological resources remain central to the promotion of cultural tourism in the UAE, suppliers face challenges when incorporating particular sites into consumer-friendly packages.

The study contributes to the identification of common risks and opportunities for archaeological resource management in the development of UAE tourism products.

This represents an original angle, given the focus on the specific regional, cooperative added value of archaeological resources and the need for optimizing them in a functional supply chain.

The cruise industry has witnessed steady growth, with passenger volume increasing from 17.8 million in 2009 to 30 million in 2019. In the context of global competition and an uncertain business environment, competition in business has changed dramatically from battles of “firm versus firm” to “supply chain versus supply chain”. Hence, the purpose of this paper is to understand the cruise industry from a chain perspective, which has not drawn widespread research attention.

This paper brings together the insights, opinions, concepts and frameworks from a literature review of different disciplines (maritime shipping, tourism management, logistics management, operations management and supply chain management) and analysis results from 22 semi-structured interviews to make an early attempt to conceptualise the cruise supply chain (CSC).

The cruise supply chain is elaborated on the process, the role of each entity and its characteristics by comparing with the maritime supply chain and tourism supply chain. Based on the understanding of the CSC, two specific characteristics of the Chinese CSC are examined, which need further investigation.

The CSC is articulated with detailed processes and characteristics based on the literature review and empirical study. The findings of this paper not only advance the knowledge of the supply chain in the cruise industry but also highlight the importance of further research on the CSC.

This study explored the role of inter-organizational systems (IOS) appropriation in the form of five key IOS usage-based capabilities, namely, IOS use for communication, intelligence, integration, collaboration and coordination in the development of tourism SC agility and resilience. Furthermore, the inter-relationship among these IOS usage-based capabilities were explored.

The study collected perceptual measures from hotel managers and tour managers having sufficient experience in the tourism sector. With 209 completed responses, the data were analyzed using partial least squares.

The study found IOS use of communication and intelligence as prominent enablers of IOS use for integration, collaboration and coordination. Furthermore, IOS use for integration, collaboration and coordination was found to have a prominent influence in the development of tourism SC agility and resilience. However, the influence of IOS use for communication on collaboration was not supported. Also, the impact of IOS use for collaboration in tourism resilience development was not supported.

The study is the foremost to explore the role of IOS appropriation in the development of dynamic capabilities like agility and resilience in tourism. Furthermore, the study also contributed to extant literature on IOS appropriation through suggesting two additional factors, namely, IOS use for collaboration and coordination to the existing IOS usage-based capabilities.

The purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase intentions for multi-agents in tourism service supply chain (TSSC). It specifically focuses on internal and external failure and recovery.

The study employs a 2×2×3 between-subjects experimental design with 12 diverse scenarios. It aims to examine the main effects of GPE and the interaction effects of SF and recovery on overall customer satisfaction and repurchase intentions.

The main findings show that consumers do not show favorable behavioral outcomes when they have GPE with an affiliated party. Results of the experiments demonstrate that for hotels, there is no interaction effect between failure and recovery regarding overall customer satisfaction and repurchase intentions; however, for travel agencies, an interaction effect has been found. This indicates that an internal failure (by travel agency) should be recovered internally to increase the behavioral outcomes for travel agency. However, if there is an external failure (by hotel) then the essential thing is providing a recovery.

Although the service literature covers failure and recovery in diverse contexts, these concepts are rarely studied from a multi-agent perspective in the service supply chain literature. In such a chain, a failure by a different party may remain unresolved, and this may create a positive effect on another party, if they provide recovery for the failure. This means that the doer of the failure and/or recovery (the party responsible from the failure and/or recovery) may have an impact on behavioral outcomes. However, previous literature has neglected to focus on the important issue of which entity/party performs the failure and/or recovery, and the effect on behavioral outcomes. By focusing on a principal-agent relationship in a TSSC, the study aims to address this research gap.

In the new retail era, the supply chain synergy produced by quality integration has become the new direction of service supply chain research. The purpose of this paper is to study how to promote the sustainable development of the retail service supply chain (RSSC) by comparing and analyzing the optimal quality behavior, optimal returns, and the combination of conditions and strategies of the participating members of the RSSC.

From the perspective of quality function development and service quality concern, this paper considers RSSC as a two-level supply chain structure composed of functional service provider and retail service integrator. In this paper, a dynamic optimization model of quality input-cooperation-coordination of RSSC is proposed under two quality cooperation modes of decentralization and integration. This paper adopts the differential game method to compare and analyze the optimal quality behavior, optimal income, forming conditions and strategic combination of the participating members of the RSSC in different situations.

(1) Compared with quality dispersion, quality integration has more significant Pareto improvement effect on quality behavior and optimal revenue of RSSC. (2) In the case of quality integration, the optimal revenue obtained by the service sharing model is generally better than that obtained by the retail alliance collaboration model. (3) Benefit distribution ratio and quality cost allocation determine the optimal quality behavior of participating members of the RSSC, and also become the key factors for participating members to choose the collaborative mode in the case of quality integration.

Based on the quality function development of RSSC, this paper introduces the concept of steady service quality, and discusses the relationship between the quality cooperation stability and the mode selection of RSSC. This provides a theoretical basis for how to build a RSSC with efficient operation and stable quality.

This study aims to provide a new overview and opportunities of blockchain (BCT), financial technology (fintech) and knowledge management (KM) over the past ten years. Its focus is on their potential to drive new value creation and innovation processes within the digital landscape of the tourism and hospitality.

This systematic literature review and sociotechnical approach employs a literature analysis, analyzing and synthesizing 62 relevant articles published in the past decade form e-databases (Web of Science and Scopus).

This study reveals that researchers frequently discuss the potential advantages and challenges of BCT, fintech and KM in this industry. These include establishing systems that prioritize transparency and traceability, addressing blockchain security concerns, enhancing financial transaction efficiency and trustworthiness, and promoting innovation and improvement through KM strategies. Furthermore, this review suggests that the application of blockchain, fintech and KM has the potential to create new markets and opportunities in the tourism and hospitality industry. This study provides insights into the state and implementation of technology-based and knowledge-based for tourism and hospitality in times of crisis and digitization era.

Shifting to new lens (refers to sociotechnical theory), from technology adoption strategy, it is important to stay updated with emerging technologies such as BCT and fintech and upcoming technologies trends must align with tourism and hospitality business objectives, customer expectations and market demands. From the socio-dimension, KM is not confined to technological tools alone. Instead, it is a strategic approach that emphasizes fostering a culture of open communication, collaboration and knowledge sharing within the team of tourism and hospitality industry.

Through a literature review approach, this study establishes a new foundation in tourism and hospitality such as analyzing research gaps, understanding benefits and challenges, supporting methodologies/theoretical frameworks and informing the future research opportunities. Additionally, a novel contribution is the inclusion of sociotechnical approach that is allocated into socio or knowledge resources perspective (knowledge management), and technical or technology perspective (blockchain and fintech) that drives tourism and hospitality innovation.