Purpose Autonomous taxis (ATs) represent a socio-technical transition in smart mobility. However, research has focused on the technical dimension of this transition, particularly technology development and operation, while neglecting its societal dimension. Notably, ATs are increasingly viewed as a strategy to enhance urban destination attractiveness. Although previous studies have acknowledged the overall influence of transportation quality on destination evaluations, limited research has examined how smart mobility service quality influences tourists’ post-visit destination evaluations in real-world urban tourism contexts. Drawing on halo effect theory, this study aims to investigate the effects of AT service quality on tourists’ post-visit destination evaluations and revisit intentions. Design/methodology/approach Using an explanatory sequential mixed-methods design, we first conducted a cross-sectional survey of 233 tourists who used ATs during their urban trips. This was followed by semi-structured interviews with 10 tourists to corroborate and complement the quantitative findings. Findings A reverse halo effect was identified via surveys and reinforced by the interview results: AT service quality significantly influences both cognitive (destination image) and affective (destination satisfaction) post-visit evaluations, subsequently strengthening revisit intention. Originality/value This study is among the first to apply halo effect theory to examine the relationship between smart mobility quality and urban destination evaluations. It demonstrates how the quality of a single smart mobility service can spill over to influence broader destination perceptions. The findings rebalance autonomous taxi literature from its predominantly technical focus toward the societal dimensions of smart mobility transition.
Purpose This study aims to examine the comparative effectiveness of digital destination image sources on Instagram. Analysing content from destination management organisations (DMOs), influencers and user-generated content (UGC) across three island destinations, it also explores the use of artificial intelligence (AI) virtual influencers in tourism communication. Design/methodology/approach A mixed-methods design combines qualitative content analysis with econometric modelling of 189 Instagram posts from the Canary Islands (Spain), Hawaii (United States) and the Seychelles. Multiple regressions (OLS with clustered standard errors and Poisson models) ensure robustness. Analysis of over 6,000 comments provides qualitative depth. Findings Empirically derived patterns challenge conventional assumptions about harmonious co-creation in destination image formation. UGC is associated with engagement rates 28 times higher than DMO content, despite visual similarity (Jaccard = 0.735), suggesting that perceived authenticity may operate at the sender rather than the content level. Influencer posts are associated with the highest proportion of comments expressing visit interest (42.1%), with micro-influencers outperforming larger influencers in engagement. Convergence on primary destination attributes coexists with divergence on secondary themes. Research limitations/implications Findings derive from island tourism destinations and Instagram; replication across other destination types and platforms is needed before broader generalisation. Behavioural intention is inferred from comment content rather than measured through validated scales. The virtual influencer component is exploratory (n = 5 cases). Originality/value To the best of the authors’ knowledge, the study provides the first systematic multi-actor comparative analysis of digital destination image effectiveness using consistent engagement metrics across island destinations. It proposes the concept of sender-dependent authenticity, in which audience engagement may respond to perceived sender identity rather than content attributes, and proposes a tension-aware dynamic model that positions DMOs, influencers and UGC along the control–authenticity and reach–engagement dimensions. Although empirically grounded in island tourism, the framework identifies mechanisms that may extend to other destination types, although empirical validation beyond island contexts remains necessary. The exploratory integration of AI virtual influencers into destination image theory anticipates shifts that existing models do not accommodate.
Purpose The aging population has made senior tourism an increasingly important research domain, due to its economic potential and its contribution to healthy aging. This study aims to offer a comprehensive systematic review and propose a research agenda. Design/methodology/approach This study conducts a systematic review of 191 papers published in the 21st century, adopting the preferred reporting items for systematic reviews and meta-analyses protocol. Findings Five dominant research themes have been identified in existing senior tourism research: (1) health and well-being promotion, (2) travel profiles and motivations of senior tourists, (3) market segmentation and group heterogeneity, (4) service optimization and barrier-free design and (5) technology applications and digital challenges. Building on these findings, the study proposes a future research agenda emphasizing more theories on senior tourism studies and interdisciplinary theoretical advancement, the mental health of senior tourists, more needs of senior tourists, more diverse senior travel segments, cross-cultural validation, barrier-free services using emerging technologies, longitudinal approaches and integrated supply-demand perspectives. Originality/value The authors contribute to the literature by creating an adapted balanced scorecard framework in the digital world, which maps the various research themes of senior tourism. This systematic review paper provides a theory-context-method-based roadmap for advancing scholarly inquiry in the field.
Purpose This study aims to integrate the heuristic-systematic model (HSM) and cognitive appraisal theory (CAT) to propose a comprehensive framework for understanding the continued intention to adopt service robots, with a focus on perceived coolness. It also explores the moderating role of face consciousness between perceived coolness and the continued adoption intention. Design/methodology/approach Survey data were collected from 381 respondents in the tourism and hospitality industry and analyzed using covariance-based structural equation modeling. Findings Robot anthropomorphism and intelligence, representing heuristic and systematic cues, respectively, significantly influence perceived coolness. These attributes also indirectly enhance customer delight through the partial mediating effect of perceived coolness. Perceived coolness directly influences continued adoption intention and indirectly affects it through customer delight. The positive effect of perceived coolness on continued adoption intention is stronger among customers with high face consciousness. Research limitations/implications The findings have practical implications for enhancing customer adoption of service robots from a coolness perspective. Originality/value The theoretical contribution lies in developing an HSM-CAT integrated model to understand the continued intention to adopt service robots, enriching the causal framework of perceived coolness in the robot adoption context and revealing how face consciousness moderates the effect of perceived coolness on adoption intention.
Purpose As online review platforms such as TripAdvisor increasingly share visitor experiences and shape institutional reputations, the influence of emotion in complaint reviews on guiding service recovery strategies remains inadequately understood. This study aims to explore the emotional dynamics between negative tourist reviews and museum responses. Design/methodology/approach Drawing on emotion regulation theory, we analyzed 615 negative reviews and their corresponding institutional responses from 32 internationally recognized museums using theory-informed content analysis and emotion mining based on machine learning. Findings Complaint emotions are categorized in terms of the intensity of feelings (e.g. fear, confusion, disappointment), and museum responses are grouped according to Gross’s emotion regulation strategy framework. The findings indicate that the emotions expressed in complaints are closely tied to the emotion regulation strategies used by museums in their responses (e.g. museums used cognitive change in response to feelings of sadness). Originality/value This study contributes to the literature on cultural tourism by illustrating not only the potential to discover fine-grained emotions in visitors’ complaints and group them into emotion profiles in a continuum of emotional negativity but also their relationship with emotion regulation strategies expressed in the museum’s responses. The results identify both the patterns of emotional fit between complaints and responses and the communicative effort of these strategies, thereby demonstrating the application of emotion regulation theory to explain digital service recovery in the context of cultural tourism.
Purpose This study aims to examine whether and how congruency among influencer-generated content (IGC) shapes viewers’ travel inspiration. Specifically, it investigates the mediating role of experiential-sharing attribution and the moderating role of prior visit experience in the relationship between IGC congruency and travel inspiration. Design/methodology/approach The mixed-method approach was adopted. An interview-based pre-study identified topic congruency as a salient dimension of IGC congruency in multi-influencer campaigns. Two online experimental studies were conducted with over 500 Instagram users in the USA and the UK to test the proposed model. IGC congruency was operationalized through experimental manipulation (incongruent topics vs congruent topics), and experiential-sharing attribution, inspired-by state and inspired-to travel state were measured. Mediation and moderated mediation effects were tested using Hayes’ PROCESS macro. Findings Results indicate that incongruent IGC elicits stronger inspired-by states, which enhance inspired-to travel states. This effect is mediated by experiential-sharing attribution, with incongruent IGC more likely attributed to experience-driven motives. Contrary to expectations, prior visit experience does not moderate this effect, suggesting that incongruent IGC stimulates inspiration among both first-time and repeat visitors. Originality/value This research conceptually clarifies topic-level IGC congruency as a key content alignment across multiple influencers and demonstrates its role in shaping attributional inferences and travel inspiration. By integrating attribution theory and customer inspiration theory, this study provides theoretical insight into how multi-influencer content structures influence inspirational outcomes and offers practical guidance for destination marketers on designing topic-diverse influencer campaigns.
PurposeThe purpose of this study is to explore the transformative potential of Generative AI (GenAI) in the Hospitality and Tourism (HT) industry, focusing on its dual and interconnected impact on customer experience and workforce dynamics. This study argues that these two domains cannot be understood in isolation, as their interactions shape how value is created or destroyed in service contexts. Design/methodology/approachThrough a systematic review of 89 peer-reviewed studies published since 2023, the authors map key theoretical approaches, methodological trends, contextual feature and main findings to capture how GenAI adoption is reshaping the sector. FindingsThe results of this study show that existing research remains fragmented, predominantly customer-centric and methodologically biased toward survey-based acceptance models. The analysis presented in this paper identifies recurring contradictions and demonstrates that guest expectations and workforce responses are mutually constitutive. Building on these insights, the authors propose the Tourist Experience–Workforce Dynamics, which conceptualizes GenAI’s impact through three emergent modes of interaction and value cocreation (alignment, divergence and negotiation). Originality/valueThis study advances the field by bridging isolated perspectives and proposing an integrated lens for understanding GenAI’s systemic effects. This paper links micro-level dynamics (e.g. trust and deskilling) with broader outcomes (e.g. service quality, loyalty and staff motivation) and offers practical guidance for managers, policymakers and researchers seeking responsible and sustainable AI adoption.
Purpose This study aims to examine the influence of women’s empowerment on support for sustainable tourism development in Vietnam’s South-Central Coast. It emphasizes the mediating roles of job embeddedness, place attachment and perceived personal and community benefits to provide a clearer explanation of the mechanisms through which empowerment translates into pro-sustainability orientations. However, the identified relationships are interpreted as associations rather than causal effects. Design/methodology/approach A structured survey was administered to 639 women employed in key tourism sectors, including hotels, restaurants, travel agencies and community-based cooperatives. Partial least squares-structural equation modelling was used to assess both direct and mediated relationships among the constructs. Empowerment is treated as a perceived construct, reflecting women’s subjective perceptions rather than structural power relations. Findings The results reveal that women’s empowerment exerts significant direct and indirect associations with support for sustainable tourism through two pathways: a work-related pathway via job embeddedness and personal benefits, and a community pathway via place attachment and community benefits. While the community benefits pathway is statistically significant, its practical importance is comparatively small. The structural model explained 61.7% of the variance in women’s support for sustainable tourism, indicating that empowerment and its mediating mechanisms capture the majority of key factors shaping sustainability-related perspectives. Originality/value By integrating empowerment theory with conservation of resources theory and place attachment theory, this study proposes a dual-pathway framework linking empowerment to both occupational and community mechanisms. The findings refine prior theoretical assumptions by showing that empowerment exerts much stronger effects through occupational pathways than through community benefits. This differentiated pattern highlights the relative magnitude of effects and cautions against overinterpreting community benefits. This contributes to a more nuanced theoretical understanding of how empowerment shapes support for sustainable tourism.
PurposeThis study aims to explore how trust and distrust toward generative artificial intelligence (AI), particularly ChatGPT, are formed and how they jointly shape the adoption of AI-recommended travel information. Moving beyond prior research centered on technical attributes, it conceptualizes trust and distrust as coexisting and asymmetric mechanisms in tourism technology adoption.Design/methodology/approachDrawing on the trust and distrust duality framework, the study models information usefulness, perceived intelligence and competence as antecedents of trust, and hallucination anxiety and privacy concern as drivers of distrust. Data were collected from 473 users of ChatGPT for travel information. Analyses used structural equation modeling, mediation testing, moderated regression and a complementary response surface-based analysis to further examine the joint, asymmetric and configurational effects of trust and distrust on perceived value.FindingsTrust enhances perceived value and adoption intention and mediates the impact of enabling factors. Hallucination anxiety and privacy concern increase distrust, which does not exert a direct effect on perceived value but operates as a conditional and suppressing mechanism that shapes the impact of trust. Personal innovativeness negatively moderates the distrust-value link.Originality/valueThis study advances the literature by moving beyond treating trust and distrust as parallel or opposing predictors, demonstrating that they operate as configurational and asymmetric mechanisms whose effects emerge through their joint and conditional interplay. By doing so, it offers a novel perspective on value formation in AI-mediated tourism contexts and extends existing technology adoption frameworks. ChatGPT(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic):(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (AI), (sic)(sic)(sic)ChatGPT(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)AI(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)-(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (trust and distrust duality), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(hallucination anxiety)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)473(sic)(sic)(sic)ChatGPT(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (SEM) ,(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic) (RSA), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). Confianza y desconfianza en ChatGPT: una perspectiva configuracional sobre la adopci & oacute;n de informaci & oacute;n tur & iacute;sticaResumenProp & oacute;sitoEste estudio explora c & oacute;mo se forman la confianza y la desconfianza hacia la inteligencia artificial generativa (IA), en particular ChatGPT, y c & oacute;mo ambas influyen conjuntamente en la adopci & oacute;n de informaci & oacute;n tur & iacute;stica recomendada por IA. A diferencia de investigaciones previas centradas en atributos t & eacute;cnicos, se conceptualizan la confianza y la desconfianza como mecanismos coexistentes y asim & eacute;tricos en la adopci & oacute;n de tecnolog & iacute;as tur & iacute;sticas.Dise & ntilde;o/metodolog & iacute;a/enfoqueBasado en el marco de la dualidad confianza-desconfianza, el estudio modela la utilidad de la informaci & oacute;n, la inteligencia percibida y la competencia como antecedentes de la confianza, y la ansiedad por alucinaciones y la preocupaci & oacute;n por la privacidad como impulsores de la desconfianza. Los datos se recopilaron de 473 usuarios de ChatGPT para informaci & oacute;n tur & iacute;stica. Los an & aacute;lisis incluyeron modelos de ecuaciones estructurales, pruebas de mediaci & oacute;n, regresi & oacute;n moderada y un an & aacute;lisis complementario basado en superficies de respuesta para examinar los efectos conjuntos, asim & eacute;tricos y configuracionales de la confianza y la desconfianza sobre el valor percibido.ResultadosLa confianza mejora el valor percibido y la intenci & oacute;n de adopci & oacute;n, y media el impacto de los factores habilitadores. La ansiedad por alucinaciones y la preocupaci & oacute;n por la privacidad incrementan la desconfianza, la cual no ejerce un efecto directo sobre el valor percibido, sino que act & uacute;a como un mecanismo condicional y supresor que configura el impacto de la confianza. La innovatividad personal modera negativamente la relaci & oacute;n entre desconfianza y valor percibido.Originalidad/valorEste estudio contribuye a la literature al superar el tratamiento de la confianza y la desconfianza como predictores paralelos u opuestos, demostrando que operan como mecanismos configuracionales y asim & eacute;tricos cuyos efectos emergen a trav & eacute;s de su interacci & oacute;n conjunta y condicional. De este modo, ofrece una nueva perspectiva sobre la formaci & oacute;n de valor en contextos tur & iacute;sticos mediados por IA y ampl & iacute;a los marcos existentes de adopci & oacute;n tecnol & oacute;gica.
Purpose This study aims to conceptualise relational pricing in hospitality and examine its positioning within personalised pricing approaches, distinguishing it from demand-driven models. Drawing on expert consensus, it identifies key Customer Lifetime Value (CLV) drivers and analyses the operational conditions required to implement CLV-informed pricing within Revenue Management-Customer Relationship Management (RM-CRM) integration, informed by Fair Personalised Pricing perspective as a conceptual lens.Design/methodology/approach Using a sequential mixed-method design, the study combines a cross-regional focus group (Europe and Asia) with senior revenue managers and a Delphi study involving 21 executives from international hotel chains to establish expert consensus on CLV measurement, relational pricing implementation and RM-CRM integration.Findings The findings show strong expert consensus on five core drivers of CLV in hotels: total expenditure per night, ancillary revenues, off-peak occupancy, distribution channel and length of stay. While individual-level pricing remains limited in practice, experts recognise the strategic relevance of CLV-informed individualised pricing (relational pricing), whereby differential treatment is legitimised through customers' relational contribution. Delphi results indicate that restricted access to identifiable customer data, together with fragmented RM-CRM systems and limited analytical maturity, constrains the translation of customer value into pricing decisions. Overall, the main barrier lies in organisational and technological capabilities rather than in conceptual acceptance.Originality/value The study advances relational pricing as a distinct CLV-informed pricing logic that integrates individual-level valuation with RM-CRM coordination. By reframing personalised pricing from short-term willingness-to-pay optimisation toward long-term relational value, it shifts the debate from fairness concerns to the organisational and technological conditions required to operationalise customer-centric pricing in hospitality.
Purpose This study aims to analyse the relationship between tourism competitiveness and efficiency across Mediterranean coastal regions, focusing on the existence of an efficiency paradox whereby competitive destinations do not necessarily achieve efficient outcomes.Design/methodology/approach A two-stage quantitative approach is applied to 58 Mediterranean coastal regions at the Nomenclature of Territorial Units for Statistics, level 2. Firstly, principal component analysis is used to construct composite competitiveness indicators, followed by hierarchical cluster analysis to identify tourism profiles. Secondly, an output-oriented data envelopment analysis (CCR model) assesses the efficiency with which regions transform tourism resources into outcomes.Findings The results identify two main regional profiles: consolidated destinations and regions with emerging tourism potential. Efficiency analysis shows that 28 regions lie on the efficient frontier, while several advanced destinations operate inefficiently. Conversely, some emerging regions achieve high efficiency despite more limited competitiveness. These findings provide empirical evidence of an efficiency paradox in Mediterranean tourism.Originality/value This study contributes to the literature by empirically demonstrating and conceptualising an efficiency paradox at the regional level within a comparative framework, while previous studies have reported mismatches between tourism development and efficiency. By integrating competitiveness-based clustering with efficiency analysis, it proposes a dual structural-functional perspective that challenges linear interpretations of tourism development and provides insights for tourism planning and policy evaluation.
Purpose Although past research has acknowledged the advantages of personalization, few studies have explored ways to mitigate the negative perceptions associated with it. Through the lens of the heuristic-systematic model and privacy calculus theory, this study aims to conceptualize heuristic cues as an aid for processing personalized messages and demonstrate how they mitigate privacy-related perceptions in a travel context. Design/methodology/approach A mixed-methods research combining exploratory investigation and empirical experiments was applied to examine the effects of three heuristic cues on tourists’ reactions to personalized messages. Findings The findings highlight the significance of scarcity cues in enhancing the perceived usefulness of personalized messages; control cues in mitigating the perceived costs of personalized messages; and the moderating effects of authority cues in amplifying the impact of scarcity cues and control cues. Research limitations/implications This study expands the applicability of heuristic cues to the context of personalization. Integrating the privacy calculus theory and the heuristic-systematic model, this study addresses the personalization-privacy paradox by examining how the perceived benefits of personalized travel content can be amplified while its perceived costs are reduced through effective combinations of heuristic cues. The integration of these theoretical lenses extends existing models and provides additional insights into the mechanisms that explain why travelers may choose to accept personalized messaging despite potential privacy risks. Practical implications As tourists often need to make quick decisions while traveling, practitioners may apply heuristic cues in their personalized recommendations to highlight the benefits and minimize the perceived costs. Specific applications of heuristic cues across scenarios are discussed. Originality/value This study demonstrates the potential of heuristic cues in addressing the personalization-privacy paradox, suggesting that the design of personalized messaging can benefit from proper application and integration of specific heuristic cues. Practical guidance is provided for designing personalized travel content that captures greater interest and reduces privacy concerns.
Purpose Despite the rapid growth of pet-friendly tourism, this research focuses primarily on pet owners and their animals, neglecting the coexistence of non-pet owners as stakeholders at destinations. This study aims to explore the perception and acceptance of pets among non-pet owners, who are a vital component in ensuring the stability and openness of this tourism sector. Design/methodology/approach By using grounded theory and fuzzy-set qualitative comparative analysis (fsQCA), this research investigates the antecedents and configuration pathways of non-pet owners’ willingness to accept others’ pets at destinations. Findings Five key dimensions influencing non-pet owners’ acceptance are extracted via grounded theory. The fsQCA results indicate that these influencing factors are categorised into four driving models, with cognition, emotion, environment, control and pet owner behaviour management serving as core factors, while social distance functions as a supplementary factor. The findings reveal the complex antecedents and synergistic driving mechanisms of non-pet owners’ acceptance intentions. Originality/value This study first clarifies and constructs a multiple antecedent theoretical framework for non-pet owners’ acceptance willingness, which bridge the gap in the field of pet tourism research by recognising non-pet owners as one of the key stakeholders. Crucially, this research offers guidance for enhancing visitor diversity management and maintaining harmonious human–animal relationships at destinations.
PurposeThis study aims to investigate how specific gameful elements - enjoyment, absorption, creative thinking, activation, dominance and absence of negative affect - shape attendees' perceptions of hedonic and utilitarian values and their subsequent engagement in event tourism contexts.Design/methodology/approachGuided by the stimulus-organism-response (SOR) framework, a quantitative survey was conducted with 375 respondents via Amazon Mechanical Turk (MTurk). Participants with previous experience attending gamified events completed validated scales assessing gameful experiences, perceived values and engagement. Partial least squares path modeling (PLS-PM) was used to test the hypothesized relationships.FindingsThe analysis indicates that gameful experience increases both hedonic and utilitarian values, which subsequently enhance attendee engagement. The utilitarian pathway is stronger than the hedonic pathway, implying that functional benefits may play a salient role in sustaining engagement in event tourism. At the dimension level, enjoyment and dominance show the strongest effects. Overall, the results clarify how gameful design translates into deeper involvement through value-based psychological mechanisms.Research limitations/implicationsAlthough the study offers empirical insights into the cognitive and emotional pathways of gamification in event tourism, it relies on self-reported data from a single online panel and may not fully capture long-term behavioral outcomes. Future research should explore longitudinal effects and diverse event contexts.Practical implicationsEvent organizers and tourism marketers can strategically use gameful design to enrich both emotional satisfaction and functional value for attendees, thereby boosting engagement and enhancing the memorability of events. Moreover, integrating gameful elements into event tourism can foster more interactive, enjoyable and inclusive experiences that encourage community participation and emotional connection among diverse audiences.Social implicationsIntegrating gameful elements into event tourism supports more interactive, enjoyable and inclusive experiences, fostering community participation and emotional connection among diverse audiences.Originality/valueThis study advances SOR-based theorizing on gamified event tourism by explaining, in live physical event settings, how gameful experience translates into engagement through dual-value pathways (hedonic and utilitarian). By revealing an asymmetric pattern in which utilitarian value is more strongly related to engagement than hedonic value, the study refines when and why functional benefits can dominate engagement formation in contemporary event experiences. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic):(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)--(sic)(sic),(sic)(sic),(sic)(sic)(sic)(sic)(sic),(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)--(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)/(sic)(sic)/(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)-(sic)(sic)-(sic)(sic)(SOR)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic) Amazon Mechanical Turk(MTurk)(sic)(sic) 375 (sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(PLS-PM)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)/(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)/(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)SOR(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). Gamificaci & oacute;n del turismo de eventos: an & aacute;lisis de los mecanismos psicol & oacute;gicos de la experiencia l & uacute;dica y la participaci & oacute;n de los asistentesResumenObjetivoEl presente estudio tiene como objetivo investigar c & oacute;mo determinados elementos l & uacute;dicos, diversi & oacute;n, absorci & oacute;n, pensamiento creativo, activaci & oacute;n, dominio y ausencia de afectos negativos, influyen en la percepci & oacute;n que tienen los asistentes del valor hed & oacute;nico y utilitario y en su posterior implicaci & oacute;n en contextos de turismo de eventos.Dise & ntilde;o/metodolog & iacute;a/enfoqueGuiados por el marco de est & iacute;mulo-organismo-respuesta (SOR), se realiz & oacute; una encuesta cuantitativa a 375 participantes a trav & eacute;s de Amazon Mechanical Turk (MTurk). Los participantes con experiencia previa en eventos gamificados completaron escalas validadas que evaluaban las experiencias l & uacute;dicas, los valores percibidos y la participaci & oacute;n. Se emple & oacute; el modelo de m & iacute;nimos cuadrados parciales (PLS-PM) para comprobar las relaciones hipot & eacute;ticas.ResultadosEl an & aacute;lisis indica que la experiencia l & uacute;dica aumenta tanto el valor hed & oacute;nico como el utilitario, lo que posteriormente mejora la participaci & oacute;n de los asistentes. La v & iacute;a utilitaria es m & aacute;s fuerte que la hed & oacute;nica, lo que implica que los beneficios funcionales pueden desempe & ntilde;ar un papel especialmente destacado en el mantenimiento de la participaci & oacute;n en el turismo de eventos. A nivel dimensional, el disfrute y el dominio muestran los efectos m & aacute;s fuertes. En general, los resultados aclaran c & oacute;mo la gamificaci & oacute;n promueve una mayor implicaci & oacute;n de los asistentes a trav & eacute;s de mecanismos psicol & oacute;gicos basados en el valor.Limitaciones/implicaciones de la investigaci & oacute;nAunque el estudio ofrece informaci & oacute;n emp & iacute;rica sobre las v & iacute;as cognitivas y emocionales de la gamificaci & oacute;n en el turismo de eventos, se basa en datos autoinformados de un & uacute;nico panel en l & iacute;nea y puede que no refleje completamente los resultados conductuales a largo plazo. Las investigaciones futuras deber & iacute;an explorar los efectos longitudinales y los diversos contextos de los eventos.Implicaciones pr & aacute;cticasLos organizadores de eventos y los profesionales del marketing tur & iacute;stico pueden emplear estrat & eacute;gicamente experiencias gamificadas para enriquecer tanto la satisfacci & oacute;n emocional (valor h & eacute;donico) como el valor funcional (valor utilitario) de los asistentes, lo que aumenta el compromiso y mejora la memorabilidad de los eventos. Adem & aacute;s, la integraci & oacute;n de elementos l & uacute;dicos en el turismo de eventos puede fomentar experiencias m & aacute;s interactivas, agradables e inclusivas que estimulen la participaci & oacute;n de la comunidad y la conexi & oacute;n emocional entre p & uacute;blicos diversos.Originalidad/valorEste estudio avanza en la teorizaci & oacute;n basada en la SOR sobre el turismo de eventos gamificado al explicar, en entornos de eventos f & iacute;sicos en vivo, c & oacute;mo la experiencia l & uacute;dica se traduce en compromiso a trav & eacute;s de v & iacute;as de valor duales (hed & oacute;nicas y utilitarias). Al revelar un patr & oacute;n asim & eacute;trico en el que el valor utilitario est & aacute; m & aacute;s relacionado con el compromiso que el valor hed & oacute;nico, el estudio aclara cu & aacute;ndo y por qu & eacute; los beneficios funcionales pueden dominar la formaci & oacute;n del compromiso en las experiencias de eventos contempor & aacute;neos.
PurposeAs online review platforms such as TripAdvisor increasingly share visitor experiences and shape institutional reputations, the influence of emotion in complaint reviews on guiding service recovery strategies remains inadequately understood. This study aims to explore the emotional dynamics between negative tourist reviews and museum responses.Design/methodology/approachDrawing on emotion regulation theory, we analyzed 615 negative reviews and their corresponding institutional responses from 32 internationally recognized museums using theory-informed content analysis and emotion mining based on machine learning.FindingsComplaint emotions are categorized in terms of the intensity of feelings (e.g. fear, confusion, disappointment), and museum responses are grouped according to Gross's emotion regulation strategy framework. The findings indicate that the emotions expressed in complaints are closely tied to the emotion regulation strategies used by museums in their responses (e.g. museums used cognitive change in response to feelings of sadness).Originality/valueThis study contributes to the literature on cultural tourism by illustrating not only the potential to discover fine-grained emotions in visitors' complaints and group them into emotion profiles in a continuum of emotional negativity but also their relationship with emotion regulation strategies expressed in the museum's responses. The results identify both the patterns of emotional fit between complaints and responses and the communicative effort of these strategies, thereby demonstrating the application of emotion regulation theory to explain digital service recovery in the context of cultural tourism. (sic)(sic)(sic)(sic)(sic)(sic)(sic):(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) TripAdvisor (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)/(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)32(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)615(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic) ((sic)(sic)(sic),(sic)(sic),(sic)(sic)), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)Gross(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)((sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). Recuperaci & oacute;n del servicio en los museos: regulaci & oacute;n de las emociones en las respuestas a las cr & iacute;ticas negativas en l & iacute;nea t & iacute;tulo resumido: Regulaci & oacute;n de las emociones negativas de los visitantes de los museosResumenObjetivoA medida que las plataformas de rese & ntilde;as en l & iacute;nea, como TripAdvisor, difunden cada vez m & aacute;s las experiencias de los visitantes y determinan la reputaci & oacute;n de las instituciones, la influencia de las emociones en las rese & ntilde;as de queja al orientar las estrategias de recuperaci & oacute;n del servicio sigue sin entenderse lo suficiente. Este estudio explora la din & aacute;mica emocional entre las rese & ntilde;as negativas de los turistas y las respuestas de los museos.Dise & ntilde;o/metodolog & iacute;a/enfoqueBas & aacute;ndonos en la teor & iacute;a de la regulaci & oacute;n emocional, analizamos 615 rese & ntilde;as negativas y sus correspondientes respuestas institucionales de 32 museos reconocidos internacionalmente, mediante un an & aacute;lisis de contenido fundamentado en la teor & iacute;a y la extracci & oacute;n de emociones basada en el aprendizaje autom & aacute;tico.ResultadosLas emociones de las quejas se clasifican en funci & oacute;n de la intensidad de los sentimientos (p. ej., miedo, confusi & oacute;n, decepci & oacute;n), y las respuestas de los museos se agrupan seg & uacute;n el marco de estrategias de regulaci & oacute;n emocional de Gross. Los resultados indican que las emociones expresadas en las quejas est & aacute;n estrechamente vinculadas a las estrategias de regulaci & oacute;n emocional empleadas por los museos en sus respuestas (p. ej., los museos emplean el cambio cognitivo ante los sentimientos de tristeza).OriginalidadEste estudio contribuye a la literatura sobre turismo cultural al ilustrar no solo el potencial para identificar emociones detalladas en las quejas de los visitantes y agruparlas en perfiles emocionales a lo largo de un continuo de negatividad emocional, sino tambi & eacute;n su relaci & oacute;n con las estrategias de regulaci & oacute;n emocional expresadas en las respuestas del museo. Los resultados identifican tanto los patrones de adecuaci & oacute;n emocional entre las quejas y las respuestas como el esfuerzo comunicativo de estas estrategias, lo que demuestra la aplicaci & oacute;n de la teor & iacute;a de la regulaci & oacute;n emocional para explicar la recuperaci & oacute;n del servicio digital en el contexto del turismo cultural.
Purpose This study aims to enhance the definition of wellness tourism as a continuous, culturally embedded process of self-regulation, identity formation and transformation, rather than as a singular, destination-based experience. Design/methodology/approach This study examined the interactions among Baby Boomers, Gen X, Gen Y and Gen Z from the USA and Turkiye with wellness products and services, using generational cohort theory (GCT), the Stimulus-Organism-Response (S-O-R) model and a holistic and integrative health framework as guiding frameworks. To gain insights, we conducted 32 interviews and carried out both thematic and content analysis on the gathered data. Findings The results reveal that Baby Boomers and Gen X are more inclined toward integrative and alternative wellness services. In contrast, Gen Y and Gen Z demonstrate a stronger interest in preventative, aesthetic and digital wellness options. Younger generations often view wellness to emotionally navigating their identities considering the limitations posed by traditional healthcare. Research limitations/implications This research highlights the potential to effectively promote wellness services in the healthcare sector and tourism destinations, positioning them not only as valuable economic opportunities but also as significant therapeutic experiences. Originality/value This study contributes to the existing body of literature on wellness tourism and consumer behavior by exploring the intersections of generational identities, cultural influences and decision-making processes. Furthermore, it provides essential insights for destinations and health and wellness service providers aiming to develop targeted and inclusive wellness offerings that address a diverse array of consumer needs.
PurposeThe purpose of this study is to investigate how tour guides' professional competencies affect memorable pilgrimage experiences and how these experiences, in turn, contribute to destination brand identification, brand love and loyalty.Design/methodology/approachAn online, self-administered questionnaire was used to collect the data from 307 Pakistani Muslims who had participated in a packaged Umrah tour. Data analysis was conducted using SPSS and AMOS, including confirmatory factor analysis and structural equation modeling.FindingsAll three sub-dimensions of tour guides' professional competencies significantly affect memorable pilgrimage experiences. In addition, memorable pilgrimage experiences have a positive influence on brand identification and destination brand love, which in positively affect destination loyalty.Originality/valueUnlike prior studies, the current research integrates the dimensions of professional knowledge, skills and attitude to provide a comprehensive understanding of how these competencies enhance pilgrims' experiences and foster destination brand identification, love and loyalty. Accordingly, this study not only addresses a theoretical gap but also enriches scholarly discussions by providing a new lens on how tour guides' competencies shape pilgrims' emotional and behavioral outcomes in the context of Islamic tourism. By doing so, this research highlights the strategic significance of qualified tour guides in Muslim pilgrimage tourism and offers meaningful implications for both tour operators and destination marketers. (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic):(sic)(sic)(sic)(sic)(sic)--(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)/(sic)(sic)/(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)307(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(Umrah)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)SPSS(sic)AMOS(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)/(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic),(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic).(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic), (sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic)(sic). Fidelizaci & oacute;n al destino en el turismo de peregrinaci & oacute;n: sus antecedentes, incluyendo las competencias profesionales de los gu & iacute;as tur & iacute;sticos, las experiencias memorables de peregrinaci & oacute;n, la identificaci & oacute;n con la marca y el amor por la marcaResumenProp & oacute;sitoEste estudio tiene como objetivo investigar c & oacute;mo las competencias profesionales de los gu & iacute;as tur & iacute;sticos influyen en las experiencias memorables de peregrinaci & oacute;n, y c & oacute;mo estas experiencias contribuyen a su vez a la identificaci & oacute;n con la marca del destino, el amor hacia la marca del destino y la lealtad al destino.Dise & ntilde;o/metodolog & iacute;a/enfoqueLos datos se recopilaron mediante una encuesta autoadministrada en l & iacute;nea realizada a 307 musulmanes pakistan & iacute;es que participaron en un paquete tur & iacute;stico de Umrah. El an & aacute;lisis de datos se realiz & oacute; utilizando SPSS y AMOS, incluyendo an & aacute;lisis factorial confirmatorio y modelizaci & oacute;n de ecuaciones estructurales.ResultadosLas tres subdimensiones de las competencias profesionales de los gu & iacute;as tur & iacute;sticos desempe & ntilde;an un papel significativo en la configuraci & oacute;n de experiencias memorables de peregrinaci & oacute;n. Asimismo, las experiencias memorables de peregrinaci & oacute;n influyen positivamente en la identificaci & oacute;n con la marca y en el amor por la marca del destino, lo que a su vez afecta positivamente la lealtad hacia el destino.Originalidad/valorA diferencia de los estudios previos, la presente investigaci & oacute;n integra las dimensiones de conocimiento profesional, habilidades y actitud para ofrecer una comprensi & oacute;n integral de c & oacute;mo estas competencias mejoran las experiencias de los peregrinos y fomentan la identificaci & oacute;n, el amor y la lealtad hacia la marca del destino. En consecuencia, este estudio no solo aborda una brecha te & oacute;rica, sino que tambi & eacute;n enriquece el debate acad & eacute;mico al proporcionar una nueva perspectiva sobre c & oacute;mo las competencias de los gu & iacute;as tur & iacute;sticos moldean los resultados emocionales y conductuales de los peregrinos en el contexto del turismo isl & aacute;mico. Al hacerlo, la investigaci & oacute;n destaca la importancia estrat & eacute;gica de los gu & iacute;as tur & iacute;sticos cualificados en el turismo de peregrinaci & oacute;n musulmana y ofrece implicaciones significativas para los operadores tur & iacute;sticos y los responsables de marketing de destinos.
Purpose Cruise tourism live streaming has become an integral part of cruise companies’ marketing strategies; however, the mechanism that links cruise tourism live streaming interaction and consumer purchase intention remains underexplored. Therefore, this study aims to examine the impact of cruise tourism live streaming interaction on consumer purchase intention as well as the mediating roles of perceived trust and perceived value within the Stimulus–Organism–Response (SOR) model. Design/methodology/approach A survey was conducted to test the research model, and data from 456 respondents were analyzed using SPSS 27.0 and AMOS 28.0. Findings The results show that cruise tourism live streaming interaction (content interaction, form interaction and interpersonal network interaction) significantly affects consumer purchase intention, and perceived trust and perceived value mediate this relationship. The findings further support the applicability of the SOR model in the context of cruise live streaming. Practical implications This study offers actionable guidance for cruise operators to optimize their live streaming strategies. By enhancing content quality, interaction efficiency and community building, companies can effectively foster viewer trust, amplify the perceived value of cruise products and, ultimately, stimulate cruise booking conversions. Originality/value This study enriches the literature on tourism live streaming by conceptualizing cruise tourism live streaming interaction across three dimensions: content interaction, form interaction and interpersonal network interaction. In contrast to previous research, this study applies the SOR model to cruise tourism live streaming, demonstrating how interaction stimulates purchase intention through the chain mediators of perceived trust and perceived value. Additionally, this study provides practical insights for cruise corporations on optimizing live streaming interaction within their marketing strategies to drive cruise bookings.
Purpose - The purpose of this paper is to examine the dominance of quantitative survey methods in tourism research and to emphasize the importance of qualitative approaches in capturing the ecological validity and lived experience of tourism phenomena. While surveys effectively identify structural relationships, they often overlook context, meaning and embodiment. Qualitative methods - such as interviews, focus groups, ethnography and netnography - address this gap, though they continue to face concerns about rigor and generalizability. Design/methodology/approach - This conceptual paper advances the argument that methodological robustness in tourism research requires an integrative framework of paradigmatic pluralism, combining the precision of quantitative designs with the depth of qualitative inquiry. Findings - By synthesizing diverse methodological strategics, this paper emphasizes that pluralistic approaches can enhance contextual fidelity, enhance measurement validity and better reflect the complexity of tourism experiences. As technological innovations, smart tourism systems and AI-driven personalization continue to reshape the field, traditional measurement paradigms are becoming increasingly inadequate. Originality/value - This study proposes a roadmap for methodological innovation that emphasizes balanced, ecologically sensitive and pluralistic approaches that connect theory, context and practice, and suggests directions for the future development of tourism research.
PurposeTourism destinations increasingly pursue digital transformation, yet most initiatives remain efficiency-focused. Existing research provides a limited empirical explanation of how digital capability, environmental literacy and ethical artificial intelligence (AI) jointly enable regeneration beyond sustainability. To address this gap, this study aims to develop and test a smart regenerative tourism transformation model explaining how digital readiness, organizational capability and ethical governance support net-positive destination renewal.Design/methodology/approachSurvey data were collected from 543 tourism managers in Malaysia, Singapore and Thailand. Partial least squares structural equation modeling (PLS-SEM) was used to test eight hypothesized relationships linking smart tourism infrastructure, digital accessibility and inclusion, eco-literacy and net-zero commitment and regenerative destination governance to tourism digital transformation capability (TDTC), regenerative tourism innovation and regenerative destination transformation, with AI and data-ethics climate as a moderator.FindingsThe results indicate that smart infrastructure, inclusivity and governance strengthen TDTC, which, in turn, supports regenerative tourism innovation and regenerative destination transformation. A strong AI and data-ethics climate amplifies these relationships. These findings are based on managerial perceptions and suggest, rather than confirm, destination-level regenerative progress.Research limitations/implicationsThis study's cross-sectional design limits causal inference, as relationships remain correlational despite procedural and statistical checks. Future research should adopt longitudinal, experimental or panel data approaches to track TDTC over time. Additionally, incorporating objective indicators, such as AI ethics audits and digital investment records, can enhance validity. Expanding the sample to include diverse cultural contexts and adopting multi-stakeholder approaches will provide richer insights. Finally, dynamic-system modeling can better capture feedback loops between digitalization, governance and regeneration, advancing the understanding of regenerative tourism in evolving destinations.Practical implicationsThis study provides evidence for advancing regenerative digital transformation in Southeast Asian tourism. It confirms that smart tourism infrastructure, digital accessibility, eco-literacy and regenerative governance collectively enhance digital transformation outcomes. AI and data ethics climate play a crucial moderating role, ensuring ethical digital progress. Tourism boards must invest in inclusive digital ecosystems, ensuring that technology empowers local communities and businesses. Governments should integrate eco-literacy and sustainability into programs, while transparent AI frameworks should be adopted to ensure fairness. The findings support the creation of an Association of Southeast Asian Nations (ASEAN) regenerative tourism data network to align digital standards and promote sustainable, inclusive tourism.Social implicationsThis study highlights the role of digital transformation in fostering social inclusion and community well-being. By ensuring that technology enhances accessibility and empowers local communities, destinations can reduce socioeconomic inequalities and promote equitable growth. Regenerative governance frameworks and AI ethics are crucial for building trust and accountability in digital tourism, ensuring that innovations benefit all stakeholders. The integration of eco-literacy and sustainability practices further supports societal regeneration, encouraging active participation in conservation efforts and sustainable tourism practices. The proposed ASEAN regenerative tourism data network offers a model for fostering inclusive, responsible digital engagement across tourism destinations.Originality/valueThis study offers a tri-country empirical examination of how ethical AI conditions the transformation of digital capability into regenerative value creation. It advances tourism theory by positioning digital transformation as a morally governed organizational capability that supports socio-ecological renewal rather than efficiency or harm reduction alone.
