This study examines passengers' perceptions of airport experiences using user-generated content and explores the potential for market segmentation by traveller type, airport experience, region, and culture. Data were gathered from 39,070 text reviews and ratings on the Skytrax platform. A mixed-methods approach was used, incorporating econometric modelling (multiple and logistic regression) to analyse traveller ratings and recommendations, alongside text mining (via Leximancer) to assess online reviews. To account for passenger heterogeneity, the models were estimated for distinct traveller groups. The text review analysis identified ten key dimensions of the airport experience: Airport Staff, Airline Services, Queuing Times, Airport Overall Experience, Terminal Signage, Airport Shopping, Terminal Cleanliness, Terminal Seating, Food & Beverages, and Wi-Fi Connectivity. The model estimates showed that Airport Staff and Queuing Times carried the greatest weight in overall ratings and recommendations. The weight of each attribute in the overall rating and in the recommendation varied across passenger segments. These findings contribute to the literature by clarifying how airport quality attributes influence passengers' recommendations and overall ratings, while highlighting heterogeneity across culturally diverse passenger segments.
Fully automated hotels are a form of smart tourism in which robotic agents organise the service encounter. This study examines whether robot sociality is associated with guest satisfaction and revisit intention. Drawing on the Computers Are Social Actors paradigm and Social Exchange Theory, it distinguishes guests’ social responses to robots from their evaluation of exchange value in hospitality. A PLS-SEM analysis of 1,363 post-stay guest surveys from a robot-operated hotel chain in Japan assessed perceived anthropomorphism, emotional closeness, interactive comfort, human-robot interaction quality, satisfaction and intention to revisit. Emotional closeness and interactive comfort were associated with satisfaction and intention to revisit. Perceived anthropomorphism was associated with satisfaction, but not with revisit intention. Human-robot interaction quality partially mediated the associations between social cue responses and satisfaction, but not those with intention to revisit. The findings reveal a robot hotel paradox: robot sociality can strongly support satisfying service encounters, but it does not automatically translate into a robust intention to revisit. The study advances research on service robots and smart tourism by showing when social presence becomes an exchange value and when hotel choice remains shaped by factors beyond the robot encounter.
Drawing on the expectation-confirmation model and the mobile app usability-continuance intention fit model, a research model was proposed to explore travellers' continuance intention to use mobile tourism apps (MTAs). Two studies were conducted using an explanatory sequential mixed-method design (a two-phase survey combined with interviews). Quantitative findings from 478 Vietnamese travellers indicated that most dimensions of MTA usability confirmation are positively related to perceived usefulness and satisfaction, which, in turn, positively influence continuance intention to use. App dependability was found to have the strongest effect on perceived usefulness, whereas app design had the greatest influence on satisfaction. The qualitative findings further explain why travellers value reliable information, functional convenience, personalised recommendations, and stable app performance when using MTAs. This study's originality lies in combining the concepts of "confirmation" and "mobile app usability" to develop a new concept, "confirmation of MTAs usability," which enables us to better explain the belief-affect-intention process for using an MTA at the post-usage stage.
The purpose of this paper is to perform a systematic review of the representative research of the Technology Acceptance Model (TAM) application within the hospitality literature. The present study used the Web of Science and Scopus databases to identify and review 119 relevant studies spanning 2008-2024. The review concerns the analysis and classification of theories, the empirical context, and causal analysis in the relevant studies. The findings of this study indicate that Social Identity Theory is the most frequently used theoretical framework for modifying and extending the TAM. Furthermore, the study identifies moderators and mediators, including technology attributes, instrumental motives, and emotional motives. Finally, the most researched hospitality technologies are social media, online booking systems, and artificial intelligence (AI). This paper identifies some knowledge gaps in the current literature and suggests potential agendas for further investigation. Moreover, this paper proposes a comprehensive model for advancing knowledge of technology acceptance in hospitality management.
This study examines how enterprises' green promotional activities influence customers' green consumption behaviours. Drawing on a theoretical framework linking firm-level green promotion practices to customer responses, data were collected through two survey-based studies of managers and customers at service stores in Hanoi, Vietnam, conducted across two different periods. The findings show that green promotional activities have varying effects on customers' green purchase intention, green citizenship behaviours, and green word-of-mouth. Green packaging and green publicity are consistently and significantly associated with all three green consumption outcomes. Green labelling shows no significant effect in the first study but becomes significant in the later study, suggesting changing customer expectations and evaluations of firms' use of green labels. Green advertising is moderately associated with green purchase intention and green word-of-mouth, whereas green servicescape is more strongly associated with green citizenship behaviours. Overall, the study highlights the importance of selecting appropriate green promotional strategies to encourage environmentally responsible customer behaviour.
Recently, there has been growing interest in virtual reality as an effective technology and marketing tool that allows individuals to experience museum exhibits in an interactive, immersive way. This study examines the impact of VR videos designed for museums on visit intentions, using flow theory and dual-path hedonic and utilitarian value, via a structural equation model. After watching the VR video designed for the Dolmabah & ccedil;e Palace Museum, participants were asked to complete a questionnaire measuring their perceptions, attitudes and intentions. The results indicate that flow experience dimensions have a positive effect on both hedonic and utilitarian values, which, in turn, affect satisfaction and offline visit intention. It has been found that telepresence is more effective at enhancing hedonic value, while focused attention is more effective at enhancing utilitarian value. Furthermore, the hedonic value has a greater effect on satisfaction. In conclusion, VR videos designed for museums can help them attract more visitors.
Generative artificial intelligence (GenAI) is increasingly integrated into academic writing, research workflows, and editorial processes, raising fundamental ethical and governance concerns for scholarly publishing. This paper presents an integrative narrative review and conceptual synthesis of a large interdisciplinary corpus of Scopus-indexed literature on AI in academic research, publishing ethics, and editorial decision-making. The study pursues three interrelated aims: to clarify the ethical challenges associated with GenAI across research, peer review, and editorial decision-making; to systematise AI-assisted scholarly practices by distinguishing among integrity-compromising uses, ethically responsible uses, and persistent grey zones in which norms remain contested; and to develop a human-centred, context-sensitive governance perspective to guide authors, reviewers, and editors. The analysis identifies human epistemic responsibility as the central ethical concern, showing that risks arise not from AI itself but from the displacement or obscuring of accountable scholarly judgment. The study contributes a framework forthe responsible integration of GenAI into scholarly research and publishing.
Based on a creative stimulus-organism-response model, this qualitative study identifies memorable creative tourism experiences (MCTEs). It examines how creative experiencescapes induce experiential states of creative tourism that shape memorability and behavioural intentions. The study uses netnographic and ethnographic analyses to explore these components in Portugal. The netnographic analysis focused on English-language reviews of workshop-based creative tourism experiences in Portugal, while the ethnographic analysis focused on an Azulejos workshop, which the netnographic analysis identified as the most frequently reviewed. The findings revealed that MCTEs stemmed from participants' engagement with the social, physical-organisational, and co-creative experiencescapes, which evoke experiential states such as authentic involvement, learning, experiential fulfilment, peace of mind, escape, recognition, and belonging, thereby inducing memorable creative experiences and intentions to recommend and re-experience them. The study enhances theoretical understanding of MCTEs and provides practical insights for creative tourism providers.
This study examines the determinants of baby boomers' intention to use travel planning technologies before travel and clarifies how satisfaction and attitude shape this intention in a repeated use context. Using partial least squares structural equation modelling on 155 valid questionnaires collected from baby boomers participating in elderly social groups in Brazil, the model explains 42.8% of the variance in intention to use. Results show that perceived ease of use increases satisfaction and has a positive indirect effect on attitude and intention, whereas perceived usefulness does not significantly influence satisfaction, attitude, or intention. Satisfaction strongly predicts attitude and contributes to intention to use. Personal innovativeness has a positive direct effect on satisfaction and an indirect effect on attitude, while perceived financial cost reduces attitude and intention through negative indirect effects. Social influence is not significant. The findings suggest that tourism organisations should prioritise simple, stable interfaces, reduce perceived effort and costs, and support experimentation to increase adoption among older travellers.
Using the SOR paradigm, the current study aims to explore the direct effect of travel motivation on tourist satisfaction and eudaimonic well-being, as well as the indirect effect on destination loyalty, considering the moderating impact of intimacy. Based on 524 survey responses of tourists who visited Egypt and the UAE, the PLS-SEM was used for data analysis. It is revealed that travel motivation predicts tourists' satisfaction and eudaimonic well-being aspects, while the latter contribute to destination loyalty. Furthermore, it is revealed that intimacy has a significant moderating effect on the interactive relationships between satisfaction, eudaimonic well-being, and destination loyalty. Findings are of great value to travel planners, marketers, tour operators, and travel agencies in tailoring their travel packages and planning their marketing activities to focus on the meaningful experiences of travellers, thereby enhancing their destination loyalty. This study employs a multi-group analysis to highlight the differences in tourist perceptions of Egypt and the UAE regarding the study's variables.
A vast supply of products and services can confuse customers, masking their needs and complicating efforts to satisfy them. Kano's model suggests that customers lack clear awareness of their requirements. This study, based on a novel explanation of the interlinearity of quality attributes and its disruption, explores the applicability of Kano's model in measuring today's customer satisfaction. It examines the impact of digitisation on guest satisfaction. Analysing 310 hotel guests in Slovakia during the winter season of 2023/2024, the study identifies quality attributes revealing insights into how selected dimensions affect satisfaction. A two-step cluster analysis reveals four distinct customer segments with unique expectations, highlighting the need for tailored services. Findings indicate that while digital technologies help address staff shortages, they do not enhance guest satisfaction rather, the opposite. The study offers recommendations for hoteliers seeking to improve service quality and technological integration. It bridges Kano's theoretical foundations with practical relevance in the contemporary context, suggesting future research directions for the evolving relationship among customer satisfaction, digitisation, and service quality.
The primary aim of this study is to investigate the effect of residents' place attachment (PA) on support for tourism development (STD) within the framework of Social Exchange Theory (SET). Additionally, the study seeks to examine the moderating role of residents' perceptions of the positive (PI) and negative (NI) impacts of tourism in this interaction. The research population consists of residents living in Divri & gbreve;i, Sivas, T & uuml;rkiye. A total of 307 samples were collected using convenience sampling via a survey. Statistical analyses were conducted using SPSS and AMOS, and the PROCESS Macro was used to test the proposed model. The findings indicate that PA has a significant and positive effect on STD. PI serves as a moderator that strengthens the relationship between PA and STD, whereas NI weakens this effect. The study demonstrates that enhancing PA can strongly encourage residents' STD behaviours, particularly with the contribution of PI. Therefore, measures should be taken to mitigate the negative impacts of tourism and increase local support fortourism.
The purpose of this study is to examine the influence of destination fascination and intention to visit. We conducted the research through the lens of Attention Restoration Theory (ART), administering a survey to 352 tourists who had never visited the destination. The data was analysed through Structural Equation Modelling, and the study focused on four antecedents of Destination Fascination: Culture, Electronic Word of Mouth, Expectation, and Information Search. The results showed that Culture and Expectation had a significant positive impact on Destination Fascination, whereas Electronic Word of Mouth and Information Search did not. Furthermore, Destination Fascination had a positive impact on the intention to visit. Tourism agents can utilise the findings presented in this study to refine their marketing strategies and attract more tourists to their destinations. Finally, this study contributes to the literature on consumer behaviour and tourism by identifying the constructs that impact Destination Fascination and Intent to Visit.
Directive 2019/1023 of the European Union represents an important step in ensuring that companies in financial distress can achieve continuity. To this end, Member States are adopting various restructuring mechanisms for debtors, with early warning tools being particularly significant. These tools help companies detect risk situations and correct them before insolvency becomes imminent. There is a growing demand for new models that allow for a more robust verification of companies' exposure to financial risk and potential insolvency within the European context. This study addresses this gap by developing models with high predictive accuracy for European countries. Using a sample of 8,400 European companies from 2017-2022 and advanced computational techniques, the study achieves a prediction accuracy exceeding 98%, providing alerts up to three years in advance. These results surpass those obtained by current early warning systems and present important implications for regulators, professionals and academics, who can promote the efficiency of early warning systems through more robust and reliable models.
This article proposes an integrated methodological framework to measure tourism seasonality that combines overnight stays in hotels and short-stay accommodations offered on digital platforms (including short-term rental properties). The methodology is applied in four phases: (i) seasonal factors to profile the monthly distribution, (ii) max/min ratio and Gini index to quantify annual concentration, (iii) additive decomposition of the Gini index to estimate relative marginal effects by market, and (iv) double decomposition of the Gini index by accommodation type and travellers' origin. The empirical application to six Andalusian destinations shows that the max/min ratio and the Gini index offer similar results. The proposed framework constitutes a flexible methodology that can be applied at different levels: the max/min ratio is ideal for public reports and dashboards, while the Gini index and its simple and double decomposition are more suitable for comparative analysis, policy evaluation, and designing strategies to reduce seasonality, which makes it easier to identify markets with greater deseasonalisation potential.
This review of cultural tourism covers the period 2019-2025, which has seen considerable growth in research output. The literature has been affected by a number of contextual factors, including the COVID-19 pandemic, new technologies, policy shifts and growing attention for intangible cultural heritage (ICH), storytelling and the role of place. The cultural tourism literature is also becoming more fragmented through the emergence of a number of niches, such as gastronomy and contents tourism. Chinese scholars are also beginning to have a major role in the field, stimulated by national policies to develop 'Cultural Creative Tourism'. This also points to further democratisation of cultural tourism, away from its roots as an elite pastime. These is also growing attention for cultural tourism in rural areas, which has also helped to stimulate research on ICH. Recent research also highlights research gaps, including cultural tourism governance, the impacts of new technologies and social media, and the role of place curation strategies. Future research will need to tackle emerging issues, such as the role of destination coolness, the shift from destination management to place management and the nature of relationships between visitors and residents.
The aim of this paper is to find and analyse factors influencing consumers' intention to use ChatGPT for travel planning. The research model is constructed using DeLone and McLean's Information Systems (IS) success model, along with literature related to factors such as private protection services, trust, visit duration, self-esteem, opportunity cost, user satisfaction, and intrinsic and extrinsic benefits. Positive relationships have been confirmed between Information Quality, System Quality, Privacy Protection, and Perceived Trust. The results also indicate that Self-esteem, Opportunity Cost and Intrinsic Benefits positively influence Satisfaction. The study also reveals the significant impact of Perceived Trust and Satisfaction on the intention to continue using ChatGPT for trip planning. However, the findings did not support the effects of Visit Duration and Extrinsic Benefits on Satisfaction.
In recent decades, the surge in new content platforms and formats has led to an 85% increase in mobile TV and video consumption since 2010. Concurrently, audiovisual content such as films and series has become pivotal in boosting the popularity of destinations and influencing tourists' travel decisions. Consumers increasingly seek products and services that offer added value, including symbolic elements and distinctive experiences. Film tourism has experienced significant growth, driven by enhanced travel accessibility and the democratisation of tourism globally. This study employs a literature review and empirical analysis to examine how place attachment, attitudes, and satisfaction mediate the relationship between perceived value and loyalty towards cinematic tourism destinations. By integrating cognitive and emotional constructs, the study proposes a comprehensive model that advances the understanding of tourist behaviour in the context of film-induced tourism. The results confirm that both emotional connection and satisfaction significantly affect destination loyalty. The findings provide valuable insights for destination managers to effectively leverage film tourism trends and foster sustainable tourism development through more emotionally engaging and memorable experiences.
This study aims to investigate the ability of artificial intelligence (AI) to imitate CEOs' personalities and communication styles in crisis scenarios in the tourism sector. To this end, we adopted the model Lovelace et al. (2018) developed, categorising CEO characteristics as Creator, Transformer, Rebel, and Saviour. This model allows for testing whether AI can generate messages aligned with different CEO archetypes. In response to crisis scenarios involving world-renowned tourism businesses, AI produced social media posts, press releases, and solution proposals that largely reflected the characteristics of each CEO archetype. AI was also found to be capable of demonstrating core CEO traits such as innovation, transformation, bold decision-making, and effective problem-solving. However, AI failed to exhibit human-like emotions and could not fully reflect the symbolic aspect of leadership. Taken together, the results of this study demonstrate that AI can generate effective messages during times of crisis, ensure resilience in the corporate sphere, and foster a sense of trust among stakeholders. In this way, it offers a new perspective to the existing theories in crisis management and leadership literature.
Advances in digital technologies and globalization increasingly enable remote work and, with the COVID-19 pandemic, companies made working conditions more flexible. Mobility restrictions and stress led to a significant increase in people seeking to combine leisure and work while commuting between different locations. This study examines 76 articles from the Web of Science and Scopus databases, using bibliometric and lexicometric analyses. Research has initiallyfocused on issues related to the physical and technological resources required by digital nomads. In recent years, there has been a growing interest in delving into the lifestyle and work practices of digital nomads and the characteristics of the places, tourist destinations, and co-spaces that digital nomads prefer. Future studies should explore their education, skills, competencies, knowledge management, employment characteristics, and preferences for leisure, work, and travel destinations. Our findings can help tourism managers and urban developers to adjust their offerings to attract digital nomads. Companies can also use this study to rethinktheir working relationships with digital nomad workers.
