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This study aims to examine how employees’ perceptions of customer-related and employee-related corporate social responsibility (CSR) initiatives influence their job satisfaction. Further, the study investigates whether employees’ organizational commitment mediates this proposed relationship and, more importantly, tests how such mediated relationships change according to the level of employees’ perceptions of their company’s sincerity in investing in CSR activities.

This study used an online survey to collect data and collected a total of 490 responses for the main analysis. A regression analysis and standard path-analytic approaches described by Hayes (2013) were conducted to test the proposed hypotheses.

Findings support the main effect of customer- and employee-related CSR on employees’ job satisfaction mediated by employees’ organizational commitment, as well as the moderating effect of the perceived sincerity of customer-related CSR but not employee-related CSR.

The current study focuses on comparing two types of CSR initiatives, i.e. employee- and customer-related, because these two groups are any company’s core stakeholders with the closest relationship to its operations, and they represent the internal and external stakeholders, respectively. Further, the current study investigates the moderating effect of employees’ perceptions of the sincerity of their company’s CSR initiatives on the relationship between the two types of CSR initiatives and employees’ job commitment.

The purpose of this study is to investigate the interactive effect of timing and framing of hotel’s upselling message on consumer attitudes toward the message. The mediating role of reactance between the timing of upselling message and consumer attitudes is also explored.

A 2 (timing: immediately after the booking vs one week prior to arrival) by 2 (framing: concrete vs abstract) experimental design was used. A total of 250 Chinese consumers were recruited and were randomly exposed to a hotel online upselling scenario. The consumer attitudes and reactance were measured.

When the framing of upselling message involves specific room attributes, consumers show more favorable attitudes when receiving the promotion one week prior to arrival (vs immediately after the booking). However, when the framing of upselling message involves price, consumer attitudes do not differ across the time of receiving the promotion. Reactance mediates the effect of message timing on consumer attitudes when the message framing involves specific room attributes.

This research suggests that hotel managers should offer concrete message framing that includes specific room attributes at the time proximal to consumers’ arrival to increase acceptance of online room upselling. In addition, it is important for hotel managers to take consumers’ reactance into consideration when developing an online upselling strategy.

Research on online hotel room upselling is scant. This study adds to the upselling literature by examining the joint influence of timing and framing of upselling promotions on consumer attitudes toward such messages. Furthermore, this study extends our understanding of the role of reactance in the online upselling process.

Many hospitality organizations see the benefits of engaging in corporate social responsibility (CSR), which can take many forms. This study aims to examine one relatively unique form of CSR: hiring individuals experiencing houselessness. This research aimed to investigate the impact of hiring individuals experiencing houselessness on customers’ behavioral intentions, attitudes toward an organization and perceptions of CSR actions.

Across two experiments, this study investigated the impact of employing individuals experiencing houselessness on customers’ perceptions of the employee and organization using organizational legitimacy theory.

Results demonstrate that employees known to be houseless elicited more positive employee and organizational perceptions from the customers, mediated by CSR perceptions. In addition, the gender of the employees or the quality of the organization did not impact these findings.

Hospitality and tourism organizations should consider using available resources or tax benefits to make a deliberate effort to employ those experiencing houselessness.

Using organizational legitimacy theory, this study examines CSR perceptions as a potential explanatory mechanism between houselessness and customers’ reactions.

The COVID-19 pandemic has tremendously affected the hospitality industry. With the experiences of severe acute respiratory syndrome in 2003 and commitments to ensure guests’ health and safety, many hotels in Asia have actively engaged in updating and implementing new service standards and measures. This study aims to investigate hotels’ service standard changes, processes of management decisions and preparations for the future.

Using grounded theory methodology, this research interviews 24 hotel managers from mainland China and Hong Kong. It examines the differences among hotels with different operation types, classifications and locations, and analyzes the service standards in physical and social services cape.

Building on the service marketing and crisis management literature, this research provides a synthesis that reflects how hotels have coped with the COVID-19 crisis. It depicts the service standard update process during the COVID-19.

In line with the literature in disaster management, hotels experienced the outbreak, response and recovery phases of the crisis management procedure. However, given the severity and scope of the COVID-19 pandemic, undertaking particular processes is necessary at every procedure such as following local guidelines and updating local standard operating procedures (LSOPs). This research also expands the literature on the process of adopting new technology in hotels during crisis management.

The paper suggests that hotel managers should update and use well-thought-out standards on the bases of available scientific evidence. For example, hotels should use LSOPs according to the local situations. Hotels are also suggested to exert additional efforts and attention in service innovation, guest experience and enhancing hospitableness.

To the best of the authors’ knowledge, this paper is one of the first efforts to investigate the impact of COVID-19 on hotel operations. It offers empirical evidence from hotel operators who worked against the crisis during the pandemic and provides valuable theoretical contribution to the hospitality service literature as well as managerial implications for hotel operators globally.

This study aims to fill this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL). The quality measurements for online food delivery have not been well recognized and even little is known after the COVID-19 outbreak. This study fills this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL).

Owing to the explorative nature and the lack of developed quality theory under the unprecedented COVID-19 pandemic, DEQUAL is conceptualized as a formative construct. This study adopts a mixed-method approach including expert interviews and online surveys to ascertain the underlying structure of DEQUAL.

Using partial least squares structural equation modeling as the analytical method, the results support that DEQUAL is a formative construct with 32 indicators. This study provides a measurement index with robust psychometric properties to assist practitioners in evaluating DEQUAL.

This study contributes a theoretical and empirical-based conceptualization of DEQUAL as a multi-dimensional construct. Supplementing the past studies which commonly applied the reflective approach, this study evinces that the formative approach is also appropriate and thence furnishes the relevance of the formative index in the service management theories.

Practitioners are suggested to apply the validated indicators for service audit and customer relationship management. By systematically monitoring and measuring the online food delivery service quality, restaurants can improve customer satisfaction and loyalty.

This study offers various insights to the service quality literature in the food delivery service context.

The purpose of this paper is to explore the changes of the scale of urban tourists in mainland China under the impact of COVID-19 and, specifically, the following questions: how did the scale of domestic tourists change nationwide and in the seven geographic regions? What are the differences in the changes among the seven geographic regions? What are the changes in the hot spot areas and spatial clustering of domestic tourists across the country?

Using the data of domestic tourist arrivals in 337 cities in mainland China from 2018 to 2021, this research analyzes the absolute differences and relative differences in the scale of domestic tourists nationwide and in seven geographic divisions with the help of indicators such as range analysis, standard deviation, coefficient of variation and Herfindahl–Hirschman Index and explores the changes in the hot spot areas and spatial concentration degree of the spatial scale of domestic tourists nationwide under the influence of the epidemic using kernel density analysis and spatial auto-correlation analysis.

The absolute differences in all seven geographical divisions continue to increase during 2018–2021. The domestic tourism in southwest China is extremely uneven. Absolute differences in the northwest and northeast regions are relatively small, and the development in attracting domestic tourists is more balanced. Relative differences in southwest China are comparatively large, with the trend of uneven development being obvious. The northeast, northwest and eastern regions of China are small, and the development is more balanced. The popularity of domestic tourism in the Beijing–Tianjin–Hebei region, as well as the Yangtze River Delta region, continues to decline and then pick up in 2021. The inland southwest region became a new domestic tourism hot spot in 2021. The size of domestic tourists from 2018 to 2021 in mainland China cities shows a significant positive spatial correlation, and there is a spatial agglomeration phenomenon, but some regional agglomeration types change from 2018 to 2021.

The impact of the epidemic on the number and spatial scale of domestic tourism in China has been clarified, which makes up for the comparison of domestic tourism changes before and after the epidemic. A clear understanding of the changes in the number and spatial scale of domestic tourists in different regions after the epidemic is conducive to the development of domestic tourism revitalization strategies in accordance with the actual situation of each province and promotes the internal circulation of Chinese tourism.

This paper tries to clarify the quantitative scale of domestic tourism in different regions after the epidemic, which is conducive to the development of domestic tourism revitalization strategies in cities in different regions according to regional characteristics and the actual situation of each province and to promote the healthy operation of the internal circulation of tourism in China. This paper also tries to show the changes of domestic tourism market hot spots, agglomeration conditions changes before and after the outbreak and the clarity of tourists’ preference space changes.

Scale of domestic tourists; Absolute difference; Relative difference; Spatial hot spot distribution; Spatial agglomeration change

本文旨在探寻疫情影响下中国大陆城市游客规模演化规律, 具体而言, 疫情影响下, 全国及七大地理分区的国内游客量规模变化如何？七大地理地区的变化有何差异？以及疫情影响下, 全国国内游客空间规模的热点区域和空间集聚程度有何变化？

利用2018-2021年中国大陆337各城市的国内游客量数据, 借助极差、标准差、变异系数、赫芬达尔指等指标分析全国及七大地理分区国内游客规模的绝对差异和相对差异; 借助核密度分析、空间自相关分析等ArcGIS分析工具, 探寻疫情影响下全国国内游客空间规模的热点区域和空间集聚程度的变化情况。

①绝对差异方面, 七大地理分区的绝对差异均持续增大。西南地区的游客量的绝对差异巨大, 国内游发展极不均衡。西北地区、东北地区绝对差异相对较小, 在吸引国内游客方面发展较为均衡。②相对差异方面, 西南地区的国内游发展相对差异较大, 发展不均衡趋势明显; 东北地区、西北地区、华东地区的国内游发展相对差异较小, 发展较为均衡。③热点区域变化方面, 京津冀地区、长三角地区的国内旅游热度持续下降, 在2021年有所回升; 内陆西南地区在2021年成为新的国内游热点区域。④2018年至2021年城市国内游客量规模均呈现出显著的空间正相关的关系, 存在着空间集聚现象, 但部分区域集聚类型在2018到2021年间发生变化。

①理论意义：明晰了疫情对中国国内旅游人次的数量规模和空间规模的影响, 弥补了当前疫情前后国内旅游业变化对比的研究; 阐明了疫情前后中国城市国内游客空间格局的变化, 拓展了研究情景, 丰富了中国旅游业时空变化的相关研究。②实践意义：明晰了疫后不同地区国内旅游人次的数量规模和空间规模变化情况, 以及国内旅游市场热点变化和游客空间偏好变化, 有利于各地区城市对症下药, 制定符合各省份实际情况的国内旅游业振兴策略, 促进中国旅游业内循环。