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Information technologies are changing the service paradigm. This paper aims to provide a concise review on technology-enabled service evolution in tourism.
Abstract
Purpose
Information technologies are changing the service paradigm. This paper aims to provide a concise review on technology-enabled service evolution in tourism.
Design/methodology/approach
The paper is based on a review of relevant literature.
Findings
The past evolution of service delivery is summarized in three stages: service, e-service and m-service. The fourth stage of service evolution is predicted to be “a-service” with three features: service automation and human–robot interaction, artificial intelligence and big data and smart travel experience.
Originality/value
This paper provides a brief overview of service evolution under the impact of technology. It originally identifies the four stages of service evolution in tourism.
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Xi Yu Leung, Lawrence Hoc Nang Fong, Xunyue (Joanne) Xue and Anna S. Mattila
Hospitality and tourism research lags in using experimental designs. This study aims to reveal prestigious scholars’ opinions and suggestions on how to effectively design and…
Abstract
Purpose
Hospitality and tourism research lags in using experimental designs. This study aims to reveal prestigious scholars’ opinions and suggestions on how to effectively design and execute experimental research.
Design/methodology/approach
The authors conducted an open-ended survey on 187 editors and editorial board members from 22 top hospitality and tourism journals. Their answers were coded following an inductive method of coding, and a list of themes and categories was synthesized.
Findings
The results summarize common problems of this method and indicate significant barriers to making experimental studies publishable. The review criteria for experimental studies are presented from four aspects: overall design, stimuli and manipulations, data collection and reporting results.
Research limitations/implications
The results provide valuable suggestions for researchers interested in experimental design in the hospitality and tourism field. The study contributes to a shift toward well-designed and well-executed experimental research in hospitality and tourism.
Originality/value
To the best of the authors’ knowledge, the study is the first to survey editorial board members of impactful hospitality and tourism journals to reveal their insights into the experimental methodology. The study makes significant theoretical and methodological contributions by addressing calls to understand common problems and barriers to experimental research in our field.
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Zhenda Wei, Xi Yu Leung and Hong Xu
This study aims to explore the underlying mechanism of human–pet interaction in pet tourism affecting tourism experiences and daily lives of tourists. The research investigates…
Abstract
Purpose
This study aims to explore the underlying mechanism of human–pet interaction in pet tourism affecting tourism experiences and daily lives of tourists. The research investigates the moderating role of pet attachment in this mechanism as well.
Design/methodology/approach
Based on the social exchange theory and value co-creation theory, this research develops and empirically tests a theoretical framework of human–pet interaction. Data were collected through an online survey of US tourists who have pet travel experiences. The data were analyzed by partial least squares structural equation modeling.
Findings
The results show that emotional value partially mediated the relationship between human–pet interaction and travel intention/quality of life, while social value partially mediated the relationship between human–pet interaction and quality of life. The findings of multi-group analysis suggest that the travel experience of tourists with low (vs high) levels of pet attachment is strengthened by human–pet interaction, leading to favorable outcomes.
Originality/value
This study enriches the empirical evidence on pet tourism experience. This study extends the existing literature by demonstrating the heterogeneity of the relationship between human–pet interaction, co-creation value, quality of life and travel intention of tourists with different pet attachment levels.
目的
本研究旨在探索宠物旅游中人与宠物互动影响游客旅游体验和日常生活的潜在机制。本研究还考察了宠物依恋在这一机制中的调节作用。
设计/方法/途径
基于社会交换理论和价值共创理论, 本研究开发并实证检验了人-宠物互动的理论框架。通过对有宠物旅游经历的美国游客进行在线调查收集数据。采用偏最小二乘法-结构方程模型(PLS-SEM)对数据进行分析。
研究发现
情感价值部分中介了人宠互动与旅游意向/生活质量的关系, 社交价值部分中介了人宠互动与生活质量的关系。多群组分析的结果表明, 低(vs .高)宠物依恋水平的游客的旅游体验因人-宠物互动而得到加强, 从而导致良好的结果。
原创性/价值性
本研究丰富了宠物旅游体验的实证证据。本研究通过论证具有不同宠物依恋水平游客的人-宠互动、共创价值、生活质量和旅游意向之间关系的异质性, 拓展了现有文献。
Propósito
El objetivo de este estudio es explorar el mecanismo subyacente de la interacción humano-mascota en el turismo con mascotas que afecta a las experiencias turísticas y a la vida cotidiana de los turistas. El estudio también examina el papel moderador del apego a las mascotas en este mecanismo.
Diseño/metodología/enfoque
Basada en la teoría del intercambio social y la teoría de la cocreación de valor, esta Investigación desarrolla y prueba empíricamente un marco teórico de la interacción entre humanos y mascotas. Los datos se recopilaron a través de una encuesta en línea a turistas estadounidenses que han tenido experiencias de viaje con mascotas. Los datos fueron analizados mediante un modelo de ecuaciones estructurales basado en mínimos cuadrados parciales (PLS-SEM).
Hallazgos
Los resultados muestran que el valor emocional medió parcialmente la relación entre la interacción humano-mascota y la intención de viajar/calidad de vida, mientras que el valor social medió parcialmente la relación entre la interacción humano-mascota y la calidad de vida. Los resultados del análisis multigrupo sugieren que la experiencia de viaje de los turistas con niveles bajos (vs altos) de apego a las mascotas se ve reforzada por la interacción humano-mascota, lo que conduce a resultados favorables.
Originalidad/valor
Este estudio enriquece la evidencia empírica sobre la experiencia del turismo con mascotas. Este estudio amplía la literatura existente al demostrar la heterogeneidad de la relación entre la interacción humano-mascota, el valor de cocreación, la calidad de vida y la intención de viaje de turistas con diferentes niveles de apego a las mascotas.
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Xi Yu Leung, Ruiying Cai, Huiying Zhang and Billy Bai
Virtual kitchens are a new business phenomenon, and how customers react to the new business model is still a largely unexplored topic. The purpose of this study is to examine the…
Abstract
Purpose
Virtual kitchens are a new business phenomenon, and how customers react to the new business model is still a largely unexplored topic. The purpose of this study is to examine the underlying mechanisms of consumers’ different responses to their reasoning of the new and disruptive business model of the virtual kitchen.
Design/methodology/approach
Based on the attribution theory and situated focus theory of power, this study conducts three online experiments to test the proposed framework. A total of 487 US residents who had prior experience with restaurant food delivery participated in the studies.
Findings
The results indicate that external attribution (vs internal attribution) and ethnic cuisine (vs mainstream cuisine) are more likely to elicit customers’ empathy and justice, leading to higher purchase intentions with virtual kitchens. A mainstream virtual kitchen is better off attributing itself to external factors. The significant effects of causal attribution and cuisine type on purchase intention only exist with powerful customers and those with high moral identity.
Research limitations/implications
The results of this study provide valuable insight to virtual kitchen businesses to better position and market themselves to gain customers’ support. The findings also suggest that ethnic and mainstream restaurants should strategize their marketing communications about virtual kitchens differently.
Originality/value
To the best of the authors’ knowledge, this study is one of the first to provide in-depth insight into the growing phenomenon of virtual kitchens. It also contributes to the extant literature on attribution theory and situated focus theory of power.
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Min Liu, Xin Liu, Birgit Muskat, Xi Yu Leung and Shanshi Liu
Counterproductive work behavior (CWB) has grown into a significant problem in the tourism industry, for both individual employees and organizations. Employees who feel ostracized…
Abstract
Purpose
Counterproductive work behavior (CWB) has grown into a significant problem in the tourism industry, for both individual employees and organizations. Employees who feel ostracized in their workplace often engage in negative and disruptive behaviors. The purpose of this study is to explore the psychological mechanism between workplace ostracism and CWB among tourism employees.
Design/methodology/approach
Drawing on psychological contract theory and social cognitive theory, the study proposed a research framework to explain tourism employees’ counterproductive behavior. Data were collected from 228 hotel employees at two time points in Huangshan, China. Hierarchical regression and SPSS-PROCESS Macro were used to test all the hypotheses.
Findings
Findings show that workplace ostracism significantly increases employee CWB, mediated by psychological contract violation. Workplace ostracism increases perceptions of psychological contract violation when employee self-esteem is higher. The mediating effect of psychological contract violation is also moderated by self-esteem.
Originality/value
Using the framework of psychological contract theory and social cognitive theory, the authors advance the organizational behavior literature in the tourism field. The authors contextualize the uniqueness of Chinese workplace behavior and highlight the need to understand “losing face (mianzi) view” in workplace relationships. This research contributes to better understanding the dark side of tourism workplace behavior by examining the effects of psychological contract violation and employee’s self-esteem on workplace ostracism and CWB.
目的
旅游业中的反生产行为(CWB)已经成为一个重要问题, 反生产行为对员工和组织都会产生影响。在工作场所感到被排斥的员工往往会从事消极和破坏性的行为。本文的目的是研究旅游业员工工作场所排斥与反生产行为之间的心理机制。
设计/方法
基于心理契约理论和社会认知理论, 本研究提出了一个研究框架来解释旅游业员工的反生产行为发生机制。我们在中国黄山景区对228名酒店员工进行了两个时间点的问卷调查。采用分层回归和SPSS PROCESS Macro来测试所有假设。
结果
结果表明 工作场所排斥显著增加员工反生产行为, 心理契约违背在其中起着中介作用。当员工自尊心较高时, 职场排斥对心理契约违反的感知影响更强。心理契约违背的中介效应也受到自尊心的调节。
独创性/研究价值
我们运用心理契约理论和社会认知理论的框架, 推动了旅游领域的组织行为研究进展。我们讨论了中国情境下职场行为的独特性, 并强调在职场关系中需要考虑“面子观”。我们通过展示心理契约违背和员工自尊心对工作场所排斥和反生产行为(CWB)的影响, 有助于更好地理解旅游工作场所行为的负面影响。
Propósito
El comportamiento laboral contraproducente (CLC) en la industria turística se ha convertido en un problema significativo tanto para los empleados individuales como para las organizaciones. Los empleados que se sienten marginados en su lugar de trabajo suelen participar en comportamientos negativos y disruptivos. El objetivo de este trabajo es examinar los efectos de la violación del contrato psicológico y la autoestima del empleado en el ostracismo en el lugar de trabajo y en el comportamiento laboral contraproducente CLC y agregar nuevos conocimientos para comprender mejor el lado oscuro del comportamiento laboral turístico.
Diseño/metodología/enfoque
Realizamos una encuesta de cuestionario a 228 empleados de hotel en dos momentos en Huangshan, China. Se utilizaron la regresión jerárquica y el SPSS PROCESS Macro para probar todas las hipótesis.
Resultados
Los resultados muestran que 1) el ostracismo en el lugar de trabajo aumenta significativamente la CLC de los empleados. 2) La violación psicológica del contrato juega un papel mediador entre el ostracismo en el lugar de trabajo y CLC. 3) El ostracismo en el lugar de trabajo aumenta las percepciones de violación psicológica del contrato cuando la autoestima de los empleados es mayor. 4) El efecto mediador de la violación psicológica del contrato también es moderado por la autoestima.
Originalidad/valor
Utilizando el marco de la teoría del contrato psicológico y la teoría cognitiva social, avanzamos en la literatura del comportamiento organizacional en el campo del turismo. Contextualizamos la singularidad del comportamiento en el lugar de trabajo chino y destacamos la necesidad de comprender la 'pérdida de la visión de la cara (mianzi)' en las relaciones laborales. Esta investigación contribuye con nuevos conocimientos para comprender mejor el lado oscuro del comportamiento turístico en el lugar de trabajo al examinar los efectos de la violación psicológica del contrato y la autoestima de los empleados en el ostracismo en el lugar de trabajo.
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Xi Yu Leung, Jie Sun and Billy Bai
The unprecedented growth of social media in the past decade has resulted in an increasing interest on social media research. The purpose of this study is to examine the…
Abstract
Purpose
The unprecedented growth of social media in the past decade has resulted in an increasing interest on social media research. The purpose of this study is to examine the state-of-the-art developments in social media research and to develop a thematic research framework.
Design/methodology/approach
The study reviewed 262 social media-related articles published in eight top hospitality and tourism journals between 2007 and 2017. Content analysis was used to code data from the selected articles, and correspondence analysis was then used to compare the characteristics of research conducted on different social media platforms.
Findings
A thematic framework of social media research was developed based on a thorough review and systematic examination of the articles. The thematic framework consisted of the three key players – hospitality and tourism businesses, social media platforms and consumers – along with four categories of topical areas – marketing, managerial implication, user-generated content and impact – and 19 research topics. Three platform groups were identified to share similar article characteristics and research attributes.
Originality/value
This study offers a systematic overview of social media research in hospitality and tourism and is the first one to identify triadic relationships of social media platforms in thematic research framework. The innovative findings of correspondence analysis offer insights on future social media research from a platform perspective.
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Huiying Zhang, Xi Yu Leung and Billy Bai
Aligned with cultural attraction theory, this study aims to propose a cultural attractiveness index (CAI) that helps tourism practitioners and scholars evaluate and track the…
Abstract
Purpose
Aligned with cultural attraction theory, this study aims to propose a cultural attractiveness index (CAI) that helps tourism practitioners and scholars evaluate and track the cultural attractiveness of urban destinations (cities) in the context of sustainable development.
Design/methodology/approach
Applying the Delphi method, a panel of experts was recruited to conduct three rounds of review to generate dimensions and determine indicators and corresponding weights. This study then verified CAI with statistical data from three sample cities (London, New York and Beijing).
Findings
A 12-item three-dimensional index structure (cultural places, cultural activities and cultural atmosphere) was created as CAI. This study also applied the CAI to compare three sample cities. The comparison identified possible aspects to be improved in developing cultural attractiveness, confirming CAI’s usefulness in fostering sustainable development.
Originality/value
The new CAI offers an effective tool for ascertaining a sustainable city’s cultural attractiveness while extending the cultural attraction theory and filling the existing gaps in the literature through a benchmark instrument. The CAI also provides an effective tool for destination managers and tourism practitioners for their sustainable initiatives in cities.
研究目的
本研究旨在于建立文化吸引力指数(CAI), 帮助旅游从业者和学者在可持续发展的背景下评估和跟踪旅游城市的文化吸引力。
研究设计/方法
本研究采用德尔菲专家咨询法, 聘请了一个专家小组对指标体系进行了三轮审查, 以建立评价维度、确定指标和相应的权重。最后, 该研究用三个样本城市(伦敦、纽约和北京)的统计数据验证了CAI。
研究成果
本文创建了一个由3个维度12项指标组成的评价指数体系CAI(文化场所, 文化活动和文化氛围)。三个样本城市的相关统计数据也验证了CAI评价体系在促进城市可持续发展方面的科学性, 也通过跨城市比较找到各自可进一步提升文化吸引力的维度。
独创性
新的CAI为衡量可持续城市的文化吸引力提供了评价体系, 填补了现有文献的空白。该CAI还为目的地管理者和旅游从业者提供了一个有效的基准工具, 以促进可持续城市发展目标的实现。
Propósito
alineado con la teoría de la atracción cultural, el estudio propone un índice de atractivo cultural (CAI) que ayuda a los profesionales y académicos del turismo a evaluar y rastrear el atractivo cultural de los destinos urbanos (ciudades) en el contexto del desarrollo sostenible.
Diseño/metodología
Aplicando el método Delphi, se reclutó un panel de expertos para realizar tres rondas de revisión para generar dimensiones y determinar indicadores y pesos correspondientes. Luego, el estudio verificó el CAI con datos estadísticos de tres ciudades de muestra (Londres, Nueva York y Beijing).
Hallazgos
Se creó como CAI una estructura de índice tridimensional de 12 ítems (lugares culturales, actividades culturales y atmósfera cultural). El estudio también aplicó el CAI para comparar tres ciudades de muestra. La comparación identificó posibles aspectos a mejorar en el desarrollo del atractivo cultural, lo que confirma la utilidad de CAI para fomentar el desarrollo sostenible en las ciudades de la muestra.
Originalidad
El nuevo CAI ofrece una herramienta eficaz para determinar el atractivo cultural de una ciudad sostenible al mismo tiempo que llena los vacíos existentes en la literatura a través de un instrumento de referencia. El CAI también proporciona una herramienta eficaz para los administradores de destinos y profesionales del turismo para sus iniciativas sostenibles en las ciudades.
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Wei Xiong, Meijiao Huang, Xi Yu Leung, Yuanhui Zhang and Xiaomei Cai
The aim of this study was to investigate the themes related to the achievement of Sustainable Development Goal (SDG) 12 in relation to tourism, and specifically to explore how the…
Abstract
Purpose
The aim of this study was to investigate the themes related to the achievement of Sustainable Development Goal (SDG) 12 in relation to tourism, and specifically to explore how the emotional psyche affects tourists’ environmentally responsible behaviors.
Design/methodology/approach
Based on the value-belief-norm theory, a research framework was developed to examine the serial mediation effects of environmental emotions in predicting tourists’ environmentally responsible behaviors. A total of 741 responses was collected from an online survey. Data were analyzed by the partial least squares structural equation modeling.
Findings
Environmental concern does not directly predict tourists’ environmentally responsible behaviors. Instead, environmental awe and environmental worry serially mediate the relationship between environmental concern and tourists’ environmentally responsible behaviors.
Originality/value
This study extends the value-belief-norm theory by integrating environmental emotions and empirically tests the effect of multiple psyches on responsible consumption, contributing to the achievement of SDG 12 in UN Agenda 2030.
研究目的
本研究的目的是探究与旅游相关的可持续发展目标12的实现, 特别是探讨环境情感如何影响旅游者的环境责任行为。
研究方法
基于价值信念-规范理论, 构建了环境情感预测旅游者环境责任行为的链式中介模型。研究共收集741份有效样本, 并采用偏最小二乘结构方程模型进行分析。
研究发现
环境关心并不能直接预测旅游者的环境责任行为。但是, 环境敬畏和环境忧虑在环境关心与环境责任行为之间起链式中介作用。
原创性
本研究将环境情感扩展到价值信念规范理论中, 并实证检验了环境敬畏和环境忧虑两种环境情感对旅游者的负责任消费行为的影响, 呼应了联合国2030年议程中的可持续发展目标12。
Propósito
el objetivo de este estudio fue investigar los temas relacionados con el logro del Objetivo de Desarrollo Sostenible 12 en relación con el turismo, y específicamente explorar cómo la psique emocional afecta los comportamientos ambientalmente responsables de los turistas.
Diseño/metodología/enfoque
Basado en la teoría del valor-creencia-norma, se desarrolló un marco de investigación para examinar los efectos de mediación en serie de las emociones ambientales en la predicción de los comportamientos ambientalmente responsables de los turistas. Se recopiló un total de 741 respuestas de una encuesta en línea. Los datos se analizaron mediante el modelo de ecuaciones estructurales de mínimos cuadrados parciales.
Hallazgos
la preocupación ambiental no predice directamente los comportamientos ambientalmente responsables de los turistas. En cambio, el temor ambiental y la preocupación ambiental median en serie la relación entre la preocupación ambiental y los comportamientos ambientalmente responsables de los turistas.
Originalidad
este estudio amplía la teoría del valor-creencia-norma al integrar las emociones ambientales y prueba empíricamente el efecto de múltiples psiques en el consumo responsable, contribuyendo al logro del ODS 12 en la Agenda 2030 de la ONU.
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Xiaoxiao Song, Yunpeng Li, Xi Yu Leung and Dong Mei
Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage…
Abstract
Purpose
Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage intention through perceived warmth and competence. This study also investigates the moderating effects of guests’ expertise.
Design/methodology/approach
A total of 524 valid data was collected with Chinese hotel guest through an online survey. Data were analyzed by using structural equation modeling.
Findings
The results indicate that robot anthropomorphism positively affects perceived warmth and competence. Perceived warmth positively affects guests’ word of mouth and continuous usage intention, while perceived competence only positively influences guests’ continuous usage intention. The findings further show that guest expertise weakens the positive relationship between robot anthropomorphism and perceived warmth and competence.
Originality/value
This study advances robot service literature by integrating the stereotype content model with robot anthropomorphism in exploring hotel guests’ perceptions on service robots. This study also discovers the vital boundary role of guest characteristics in human–robot interaction. This study provides valuable information for hoteliers to design and adopt better robots for optimal guest experiences.
目的
基于拟人化和刻板印象内容模型, 本研究探讨了机器人拟人化通过感知温暖和感知能力对酒店客人的口碑和持续使用意向的影响。此外, 本研究也探讨了客人专业知识的调节作用。
设计/方法/途径
通过在线调查问卷, 我们共收集了来自中国酒店客人的524份有效数据, 并采用结构方程模型对这些数据进行了分析。
结果
研究结果表明, 机器人拟人化积极影响感知温暖和感知能力。感知温暖会对客人的口碑和持续使用意向产生积极影响, 而感知能力只对客人的持续使用意向产生积极影响。研究结果进一步表明, 客人的专业知识会削弱机器人拟人化与感知温暖和能力之间的积极关系。
原创性/价值
为了探索酒店客人对服务机器人的感知(状况/情况), 本研究将机器人拟人化因素整合到刻板印象内容模型中, 其结果推动了机器人服务研究的发展。本研究还发现了客人特征在人机互动中的重要边界作用。本研究为酒店经营者设计和采用更好的机器人以获得最佳的客人体验提供了有价值的参考。
Diseño/metodología/enfoque
Se recopiló datos válidos de un total de 524 clientes de hoteles chinos mediante una encuesta en línea. Los datos fueron analizados mediante un modelo de ecuaciones estructurales.
Objetivo
Basándose en el antropomorfismo y en el modelo de contenido estereotipado, este estudio explora el impacto del antropomorfismo de los robots en el boca a boca de los clientes del hotel y en la intención de uso continuado a través de la calidez y la competencia percibidas. El estudio investiga también los efectos moderadores de la experiencia de los huéspedes.
Conclusiones
Los resultados indican que el antropomorfismo del robot afecta positivamente a la calidez y a la competencia percibidas. La calidez percibida influye positivamente en el boca a boca y en la intención de uso continuado de los huéspedes, mientras que la competencia percibida sólo influye positivamente en la intención de uso continuado de los huéspedes. Los resultados muestran, además, que la experiencia del cliente debilita la relación positiva entre el antropomorfismo del robot y la percepción de calidez y de competencia.
Originalidad/valor
Este estudio supone un avance en la literatura sobre robots de servicio al integrar el modelo de contenido estereotipado con el antropomorfismo de los robots, en la exploración de las percepciones de los huéspedes de hoteles sobre los robots de servicio. Este estudio también muestra el papel vital que desempeñan las características de los huéspedes en la interacción humano-robot. El estudio proporciona información valiosa para que los hoteleros diseñen y adopten mejores robots para ofrecer experiencias óptimas a los huéspedes.
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