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This study aims to assess how airline companies can frame their message strategies given the effects of the COVID-19 pandemic.

Message forms used in empirical tests included message framings, regulatory focuses and benefit types. A total of 450 participants were recruited through an online survey.

Promotion-focused behavioral intention was more effective when personal economic benefit was negatively framed. However, prevention-focused behavioral intention was more effective where social benefit was positively framed. The results were moderated by personal traits such as the level of perceived COVID-19 threat.

The findings of this study can help create new communication strategies during risky or critical situations.

本文实证分析中所使用的信息形式包括信息框架、监管重点和利益类型。通过线上问卷调查, 共招募了450名参与者。数据分析采用了ANOVA检验和Hayes（2017）的PROCESS检验。

当个人经济利益是负面框架时, 促进定向的行为意向更有效。然而, 当社会利益是正面框架时, 防御定向的行为意向更为有效。上述关系受到个人特质的调节, 如COVID-19感知威胁的程度。

本研究的结果是新颖且有意义的, 有助于在风险或危急情况下创造新的传播策略。

Las formas de mensaje utilizadas en las pruebas empíricas incluyeron encuadres de mensajes, enfoques normativos y tipos de beneficios. Se reclutó a un total de 450 participantes a través de una empresa en línea porque era difícil recopilar datos durante la pandemia.

Este estudio pretende evaluar cómo las compañías aéreas pueden enmarcar sus estrategias de mensajes teniendo en cuenta los efectos de la pandemia de COVID-19.

El comportamiento centrado en la promoción fue más eficaz cuando el beneficio económico personal se enmarcó negativamente. Sin embargo, el comportamiento centrado en la prevención fue más eficaz cuando el beneficio social se enmarcó positivamente. Los resultados fueron moderados por rasgos personales como el nivel de amenaza percibida de COVID-19.

Las conclusiones de este estudio son muy novedosas y significativas en la medida en que pueden ayudar a crear nuevas estrategias de comunicación durante situaciones de riesgo o críticas.

This study aims to adopt Carroll’s corporate social responsibility (CSR) pyramid framework as a theoretical lens for examining employee perspectives on South Korean hotels operating as quarantine facilities during the COVID-19 pandemic.

The study adopted a qualitative approach consisting of the following components: in-depth interviews with employees and stakeholders of quarantine hotels, including frontline staff, government officials and medical staff, field observations and data from one researcher’s direct experience in a quarantined hotel.

Six themes regarding the experience of operating quarantine hotels emerged from the in-depth interviews and field observations. The findings also showed an interplay between the hotel employees’ perspectives, the four components of the CSR pyramid and the benefits and costs to hotels operating as quarantine facilities.

This study focusses on the particular case of quarantine hotels in South Korea, and therefore caution is required in generalising the findings.

The findings suggest that strategic partnerships can help to protect local communities whilst alleviating the hotel industry’s financial difficulties. They also explore an opportunity for business revitalisation in the midst of a global pandemic.

This study finds that the voluntary decision of hotels to operate as coronavirus quarantine facilities is aligned with CSR because its ultimate aim is to protect the community from the risk of coronavirus from overseas arrivals. This study broadens the CSR literature in the fields of COVID-19 and hospitality.

This study aims to compare the effect of barista type (human vs robot) on perceived safety and examine the role of two moderators (mask-wearing and coronavirus vaccination) on the effects of barista type on perceived safety and visit intention.

The research design consists of three studies. Three experiments were sequentially designed and conducted to address research questions.

Study 1 found that perceived safety mediates the effect of barista type on customers’ visit intention. Study 2 revealed that the mask-wearing of human and robot baristas differently influences perceived safety. Study 3 showed that customers, especially where robot baristas are used, perceive the effect of mask-wearing differently depending on their coronavirus vaccination status.

Given that the levels of restrictions vary worldwide, together with the extent of countries’ vaccination rollouts, caution is required when generalising the research findings.

The findings have practical implications for the hospitality industry, where the roles of face masks and coronavirus vaccines in shaping consumer psychology and behaviour have been underexplored.

Coronavirus vaccination is considered one of the most important driving forces for the recovery of hospitality businesses. As a heuristic-systematic model postulated, this study identified that vaccination status (fully vaccinated vs not vaccinated) changes the level of involvement when customers assess the level of risk in service environments. By pinpointing the function of service robots in safeguarding customers from the potential spread of the disease, this study broadens the scope of human–robot interaction research in hospitality.

The purpose of this paper is to conduct a systematic and quantitative review of published papers on smart tourism. More specifically, the paper aims to identify the smart tourism research life cycle, collaboration trends, main social structure, disciplinary approaches and foundations, research topics and methodological approaches.

Systematic quantitative review techniques were used to review smart tourism literature. Frequency analysis, network analysis, text mining techniques were performed on data obtained from 96 papers collected from three databases as follows: Web of Science, Scopus and EBSCOhost.

The smart tourism research life cycle has two turning points with an exponential increase: 2015 and 2017. The latter is mainly associated with the internationalization of collaboration. Social structure of smart tourism research was revealed. Many of the ideas and research trends are affected by one research cluster. Destination related articles are dominant in smart tourism research. Internet of things and tourist experience are less researched areas. Only a quarter of the articles was published in tourism and hospitality journals. In particular, there is a big gap in published papers in hospitality journals. An important gap from methodological aspect is limited number of qualitative studies with human subjects. The geographical limitation is high concentration of smart tourism studies in Korea.

This study collected and analyzed only full papers published in peer-reviewed journals. Future research may consider including book chapters and/or conference proceedings. This study was mainly based on quantitative review techniques. Qualitative or mixed review techniques may be conducted.

This study is the first literature review on an increasingly popular topic of smart tourism.

本研究旨在从以下几方面探讨智慧旅游的沿革:（1）出版量和研究主题, 2）主要学科、社会结构和合作趋势, 以及3）方法论和研究范式。

本研究对1995至2017年间发表的96篇文章进行了系统的定量评价, 并采用了评价和相关回顾的方法对文献进行了分析。

研究结果阐释了智能旅游研究的生命周期。自2015以来, 相关文献的出版数量迅速增长, 2017年更是呈现出指数增长的趋势。2017年, 相关的国际合作也大幅增加。在学科重点方面, 智能旅游研究并不仅局限于旅游, 而是采用跨学科/多学科的方法。在社会结构方面, 智能旅游的知识在很大程度上是由具有相似社会文化背景和制度背景的学者建构的。在研究主题方面, 与目的地相关的文章占主导地位。在研究方法方面, 智能旅游研究采用的主要是定量研究, 其次是概念研究和混合方法研究。令人惊讶的是, 定性研究则十分有限。在研究范式方面, 由于研究样本主要来自韩国, 研究可能存在文化偏见, 。

本研究仅收集并分析了在同行评审期刊上发表的论文。未来的研究可以考虑加入书籍章节和/或会议论文。本研究主要采用定量评价, 未来的研究可以考虑可以采用定性或混合方法技术。

本研究通过对社会结构、主题、方法和研究范式等方面的研究空白的分析, 为智能旅游研究提供了有意义的理论贡献, 并指出了未来的研究方向。

This study aim to attempt to conceptualize agency in a hospitality setting and examine the psychological effects of agency-related visual cues on user perception and intention to use to understand the role of agency in the digitalization of hotel services.

After developing demo videos of an express check-out application, two experiments were conducted to examine the effects of using an avatar and explain the psychological mechanism of how attributes of an avatar increase intention to use.

Study 1 found that the presence of an avatar had a positive influence on intention to use. Study 2 retested the findings of Study 1 and illustrated the psychological mechanism of how two attributes of an avatar (social position and gender) influenced perceived expertise and intention to use. A significant interaction effect between social position and gender was found on perceived expertise. Perceived expertise also mediated the effect of an avatar on intention to use in the male avatar conditions.

As the first attempt to investigate the role of avatars in human–computer interaction in a hotel setting, this study will serve as an example in testing the effects of agency-related technical features on user experience and behavioral intention, possibly broadening the current research scope of hospitality and tourism. This study also provides a useful guideline to develop and design a successful interface of digitalized hotel services.

The purpose of this study is to reveal the research trends in guest experiences of service robots in the hospitality industry.

In this study, a review was carried out on the Web of Science (WoS) database with the assistance of bibliometric analysis techniques. Cluster analysis was also employed for this to group important data to determine the relationships and to visualize the areas in which the studies are concentrated. The thematic content analysis method was used to reveal on which customer experiences and on which methods the focuses were.

On the subject of experiences of service robots, the greatest number of publications was in 2021. In terms of country, China has come to the fore in the distribution of publications. As a result of thematic content analysis, it was determined that the leading factor was the main dimension of emotional experience. In terms of sub-dimensions, social interactions attracted more attention. Most of the studies discussed were not based on any theory. Apart from these, the Technology Acceptance Model (TAM), the Service Quality Model (SERVQUAL) and Perceived Value Theory (PVT) were featured more prominently among other studies.

In this study, only the WoS database was reviewed. In future studies, it would be possible to make contextual comparisons by scanning other databases. In addition to quantitative research designs, social dimensions may be examined in depth following qualitative research methods. Thus, various comparisons can be made on the subject with mixed-method research designs. Experimental research designs can also be applied to where customers have experienced human-robot interactions (HRIs).

In the hospitality industry, it is critical to uncover every dimension of guests' robot acceptance. This study, which presents the current situation on this basis, guides future projections for the development of guest experiences regarding service robots in the hospitality industry.