Prior research has predominantly focused on the positive outcomes associated with customer empowering behaviors. However, this study sheds light on the overlooked potential negative impacts of these behaviors on employees and service organizations. Drawing upon the Conservation of Resources (COR) theory, we reveal a dual-edged sword effect: while customer empowering behaviors can enhance employees' self-efficacy and job well-being by enabling them, they can also impose a burden, leading to increased work stress and compromised job well-being. Using a sample of 478 frontline service employees in China, our findings demonstrate the existence of these two contrasting faces of customer empowering behaviors - enabling and burdening. This study contributes to the literature by highlighting this novel perspective and offers practical implications for organizations seeking to optimize customer empowering behaviors while minimizing adverse effects on employees.
This study has explored the factors that influence green hospitality consumption based on the theory of planned behavior (TPB). An extensive literature search using the preferred reporting item for systematic reviews and meta-analyses method identified 275 relationships from 45 independent samples (N = 20,814). The results demonstrated that "Subjective norm" (p = .60) and "Attitude" (p = .60) were the most salient factors influencing green hospitality consumption intention. "Culture" and "publication year" played moderating roles in the relationships between the TPB constructs. Specifically, TPB relations appeared to be greater in Eastern (e.g. Subjective norm-Perceived behavioral control, p = .49) than in Western culture (Subjective norm-Perceived behavioral control, p = .12), and the influence of customers' subjective norm on green behavioral intention was stronger over time (beta = 0.84, p < .05). The theoretical and practical ramifications are also provided.
This study investigates the psychological drivers of consumer loyalty and advocacy in eco-friendly coffee shops, emphasizing the emotional role of warm glow. Survey data from 541 domestic Thai customers aged 19 and above who had patronized sustainability-oriented coffee shops show that both the perceived bandwagon effect and self-image congruence positively influence warm glow, with the latter exerting a stronger impact. Warm glow enhances green loyalty, which subsequently promotes pro-environmental advocacy. Green loyalty partially mediates the relationship between warm glow and advocacy, indicating that emotional satisfaction alone is insufficient without sustained loyalty. The findings underscore the stronger influence of identity-based motivation over social influence in supporting eco-friendly behavior and suggest designing value-aligned, emotionally engaging experiences to foster loyalty and sustainability advocacy.
This study employs a bibliometric analysis to explore research trends, collaborations, and key themes concerning AR and VR in tourism. Findings reveal a significant increase in research attention over the past decade, with a primary focus on destination marketing, virtual cultural and historical site visits, and the cognitive and emotional impacts of these technologies. Emerging trends include integrating AR/VR with AI and IoT. Despite advancements, research gaps remain, including the long-term effects on tourist behavior and destination sustainability, as well as economic assessments, cost-benefit analyses, and large-scale studies on user acceptance. This overview of current research offers recommendations for future directions, including the integration of the metaverse, personalized tourism experience models, and broader empirical studies. These results can inform policy development and the design of standard frameworks for applying AR/VR in tourism experience management.
The factors influencing customer citizenship behavior (CCB) are critical in the hospitality literature. This area is worth investigating, considering the potential value CCB generates for the company. This study aims to examine brand authenticity's direct and indirect influence on CCB and identifies critical antecedents of CCB. Also, this study investigates the mediating role of brand self-connection and brand prominence in the relationship between brand authenticity and CCB. Data was collected through a self-administered questionnaire, which surveyed 415 hotel guests. Structural equation modeling (SEM) is used to analyze the data. The findings supported the role of brand authenticity, self-brand connection, and brand prominence in predicting the CCB in hospitality services. This study enhances the theoretical underpinning of brand authenticity and CCB in consumer behavior research by acknowledging the significance of self-brand connection and brand prominence and applying them in the hospitality sector.
This study examines the factors that influence tourists' environmentally responsible behavior (ERB), focusing on involvement, destination image, tourist experience and place attachment. While previous research has identified these antecedents as key drivers of ERB, their combined effects in sensitive ecosystems, such as wetlands, remain under-researched. Using data collected from 338 Thai tourists and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), the study reveals that place attachment mediates the effects of involvement, destination image and tourist experience on ERB. The findings demonstrate that while these antecedents do not directly influence ERB, they promote emotional attachment to the destination and motivate responsible behavior. The Ko Phra Thong wetland in Thailand's Phang Nga province is an ecologically important area known for its rich biodiversity and unique savannah-like landscape. It is home to rare and endangered species, including the Lesser Adjutant Stork and four endangered sea turtle species. However, the region is facing increasing environmental pressures, including habitat degradation and coastal erosion, due to the combined effects of increased tourism activities and climate change. The balance between ecological protection and sustainable tourism development is crucial. This study fills a critical research gap and provides practical insights for stakeholders by highlighting the role of emotional and experiential factors in promoting ERB and ensuring the long-term preservation of Ko Phra Thong Wetland.
This study aims to investigate whether voice behavior mediates the relationships between authentic leadership and altruism, work engagement, and turnover intention. The sample covers 437 employees in food and beverage businesses in T & uuml;rkiye. The links between the constructs were tested employing a two-stage structural equation model analysis. The mediation was examined through the bootstrap method. The research findings indicate that voice behavior fully mediates the connection between authentic leadership and altruism and it partially mediates the link between authentic leadership and turnover intention. However, it does not mediate the relationship between authentic leadership and work engagement (direct-only nonmediation). Based on social learning theory, this research keenly attempts to unveil how authentic leadership promotes altruism and tackles turnover intentions through voice behavior.
This study explored factors influencing preventive health behavior of unmanned and traditional hotel guests, focusing on generational differences between Gen Y and Gen Z. Data from 711 budget hotel guests in China were collected via online survey and analyzed using PLS-SEM, multi-group analysis, Mann-Whitney U Test and necessary condition analysis. Results indicate that perceived risk, perceived infectability, germ aversion, negative emotions and health self-efficacy influenced guests' adoption of preventive behaviors. Germ aversion was a necessary condition for promoting such behaviors. Notably, unmanned hotel guests were less inclined to adopt preventive health behaviors than traditional hotel guests. Among unmanned hotel guests, Gen Z was more likely to adopt such behaviors than Gen Y.
This study examines how perceived risks shape consumer skepticism and booking intention toward AI chatbots in hotel services. Drawing on Perceived Risk Theory, we analyzed survey data from 309 hotel customers in Vietnam using partial least squares structural equation modeling (PLS-SEM). The findings show that misinformation, data privacy, expectation, and anthropomorphic risks significantly increase consumer skepticism, whereas interaction risk does not. Skepticism, in turn, significantly reduces booking intention and mediates the effects of most risk dimensions. By identifying skepticism as a key psychological mechanism in AI-enabled hotel booking, this study extends chatbot adoption research and offers practical guidance for improving transparency, information accuracy, privacy communication, and chatbot design.
Adventure tourism is a multifaceted sector that attracts diverse traveler motivations and interests, ranging from seeking thrills and challenges to experiencing nature and cultural immersion, yet leaves a significant environmental footprint. This study explores adventure tourism and its environmental impact through a systematic literature review and thematic analysis. The researchers reviewed 113 documents published from 1995 to 2024. This study synthesized the current research across four main themes: tourist experiences and interests, outdoor leisure activities, distinctions between soft and hard adventures, and demographic profiles of adventure travelers. Through this lens, we explored the environmental impacts of adventure tourism, underscoring the need for urgent, sustainable interventions.
Systematic reviews of conflicts involving local communities in tourist areas remain limited. This study analyzed 84 academic works with two aims: 1) to scrutinize the stakeholders involved in conflicts with residents in tourist destinations and the underlying causes for such conflicts, and 2) to investigate the responses of residents to these conflicts. The findings reveal that conflicts are driven by three dominant causes: socio-spatial, economic, and quality-of-life issues, involving complex stakeholder interactions. Residents' responses fall into four quadrants, ranging from avoidance and protest to confrontation. This study offers a theoretical contribution by mapping the various actors involved in conflicts with local communities in tourist destinations and analyzing their responses to such conflicts. Future research could investigate wildlife-related conflicts and how community empowerment resists tourism development.
The influence of social media on residents' psychological ownership and sense of pride provides new opportunity to study their pro-tourism behavior. Grounded in the stimulus-organism-response (S-O-R) framework, the study aims to explore how sense of ownership and pride can shape residents' pro-tourism behavior through the portrayal of their hometown. Survey data were gathered from 348 residents of the Jammu region, India and were analyzed using PLS-SEM 4.0. The results suggest that social media presence enhances residents' pride and connection with their hometown which further influences their pro-tourism behavior. Results also reveal that residents' pride for their hometown is influenced by their sense of ownership. Theoretically, this research enriches the existing literature by providing a novel framework for understanding residents' pro-tourism behavior from the perspective of pride and psychological ownership. It also provides practical insights for destination marketers.
The increasing competition in the catering industry has driven restaurants to employ various marketing strategies. Restaurants often optimize the language of their slogans to create a favorable first impression, yet there is a paucity of research focusing on this aspect. Therefore, based on the cue diagnosticity theory, this study explores the mechanisms through which slogan metaphor and restaurant product positioning affect consumer visit intention. Through scenario experiments (N1 = 344 and N2 = 303), the study yielded the following results: First, when a restaurant's product positioning emphasizes offering specialty cuisine, region-oriented slogans are more effective in enhancing consumer visit intention; when a restaurant's product positioning focuses on inheriting historical culture, time-oriented slogans are more effective in enhancing consumer visit intention. Second, perceived diagnosticity mediates the interaction between these variables.
This study explores the dining experiences of tourists with diabetes across affective, behavioral, and sensory dimensions. Despite being encouraged to eat healthily while traveling, they often choose unhealthy options despite nutritious alternatives. Research on their food-related decisions during trips remains limited. Using goal-framing theory, interviews with 28 tourists with diabetes revealed three primary eating goals (normative, hedonic, and gain), each with two sub-goals that interact with the focal goal. The findings provide a holistic understanding of their dining experiences and offer practical insights for tourism destinations, restaurants, and travel agencies to better cater to guests with special dietary needs.
Some recent studies suggest families with children as a potential wine tourism market, and wineries in different countries are identified as family-friendly. Hence, this study identifies outstanding cases of family-friendly wineries worldwide, explores how they cater to children and proposes a family-friendly winery framework. It is based on content analysis of 74 representative wineries official websites. Results reveal different levels of family-friendliness: from places where children are ignored, i.e. without any facility or experience for them to those where they are adored - places not only admitting children but also providing family-centered services, whether catering to the whole family or children only. Findings enhance knowledge on wine and family tourism, providing a perspective on existing supply and insights into ways of catering to this market.
This study investigated the moderating role of green organizational support in the nexus between entrepreneurial leadership and sustainable business performance. The study adopted the explanatory research design, where data were collected from 208 employees working in star-rated hotels in Ghana and analyzed using descriptive and inferential statistics. The result revealed that entrepreneurial leadership significantly relates to sustainable social and environmental performance but not to sustainable economic performance. More so, green organizational support moderated the relationship between entrepreneurial leadership and sustainable economic and social performance but did not moderate the relationship between entrepreneurial leadership and sustainable environmental performance. Theoretical and practical implications are discussed.
Current research on inclusive leadership has predominantly premised employees as passive recipients, leaving a critical gap in understanding how and when inclusive leadership shapes employees' responses from an interactive perspective - one that highlights the interplay between leader behavior and employee individual differences. Drawing on attribution theory, this study introduces an interactive perspective to examine how inclusive leadership interacts with employees' relational attributions to trigger a responsive affective-based process comprising affective trust and affective commitment, which ultimately enhances job performance. Data from a three-wave, multi-source survey of 297 employee-supervisor dyads in the Chinese hospitality industry validated the proposed model. The findings confirm that inclusive leadership boosts job performance via the sequential mediation of affective trust and affective commitment. Moreover, relational attributions moderate the initial trust-building stage, theoretically highlighting employees' active role in co-creating leadership outcomes. Practically, this affirms that relationship-focused leadership, which addresses needs for belongingness and uniqueness, is key to fostering trust and enhancing performance.
This study investigates how guests form perceptions about using generative AI systems when seeking recommendations for local attractions and how these perceptions influence their subsequent purchase intentions. A conceptual model was constructed based on Social Exchange Theory and empirically validated using data from an online survey of 398 U.S. guests. The findings reveal that perceived benefit and trust in AI have a moderately significant effect on intentions to purchase, while reciprocity has a minor significant impact. Additionally, uncertainty avoidance has a minor significant negative effect on intentions to purchase. At a time when monetizing consumers' use of technology is increasingly critical, this study explains purchase intentions driven by hotels' use of generative AI, which is instrumental in advancing research on the impact of generative AI.
