The purpose of this study is to examine passenger experience through the relationships among servicescape dimensions, memorable flight experience, and positive emotion. Grounded in the Stimulus-Organism-Response (S-O-R) paradigm, the research adopts a holistic perspective on the effects of airport and airline servicescapes (departure and arrival airport physical elements, airline physical elements, and airline personnel) on passengers’ internal evaluations and emotional responses. Data were collected via face-to-face surveys from passengers who had completed domestic flights at the arrival terminals of Istanbul Airport and Sabiha Gökçen Airport, and hypotheses were tested using Structural Equation Modeling (SEM). Findings reveal that the physical and human elements of airport and airline servicescapes exert significant influence on memorable flight experience, which in turn generates positive emotion. Memorable flight experience serves as a statistically significant partial mediator in the link between servicescape dimensions and positive emotion. Accordingly, this study demonstrates that passenger experience is shaped by perceptual and cognitive processes that extend across the entirety of the journey. The study aims to contribute to both the academic literature and the industry through its original findings, offering a holistic perspective and a range of practical insights.
This study was conducted in Antalya, Türkiye (n = 418) to examine the effects of travel constraints experienced by individuals with disabilities on travel motivation and travel intention. Although prior studies have examined the relationships among travel constraints, motivation, and travel intention, limited evidence is available on the moderating role of disability type in these relationships. For this reason, the moderating effect of disability type was also tested. The findings showed that environmental constraints reduced travel motivation, while internal, interactional, and environmental constraints negatively affected travel intention. Travel motivation was also found to have a positive effect on travel intention. More importantly, disability type had a significant moderating effect on the relationships between environmental constraints and motivation, internal constraints and travel intention, and motivation and travel intention. The results show that individuals with disabilities should not be treated as a homogeneous group in accessible tourism research. Several theoretical and practical suggestions are offered within the scope of the study.
OCB has been extensively studied as a mediator, moderator, or dependent variable. According to foundational viewpoints in the literature, OCB is a basic predictor based on the personality traits of employees. However, the degree to which OCB directly and significantly predicts job performance (JP), especially when evaluated as an independent variable, has rarely been the subject of prior research. OCB is repositioned in this study as a key factor influencing JP. It examines a serial mediation paradigm where JS and organizational commitment (OC) function as mediators. 390 workers in Antalya's five-star hotels provided the data. PROCESS Macro for SPSS was used to carry out the analysis. The findings indicate that although OC and JS have statistically significant indirect effects, they are rather minor. Furthermore, JP is strongly impacted directly by OCB. The findings highlight how important OCB is as a predictor of worker success in the hospitality sector. By providing theoretical implications for comprehending OCB's role outside of hospitality-specific service interactions, the study adds to the body of knowledge. It also offers helpful advice for hiring and performance tactics in cutthroat service sectors.
Drawing upon social learning theory, emotion regulation theory, and job embeddedness theory, this study empirically investigates a framework examining the linear relationships among toxic leadership, bullying (work-related, person-related, and physical intimidating), workplace incivility, and turnover intentions. By employing a purposive (judgmental) sampling technique, data were gathered from 283 airline ground employees in Tehran, Iran. The results indicate a significant relationship between toxic leadership and all three forms of bullying. In turn, these forms of bullying are significantly associated with experienced workplace incivility. Furthermore, the findings confirm the strong correlation between turnover intentions and workplace incivility, suggesting that prior exposure to incivility increases employees’ likelihood of voluntarily leaving their positions. This study uniquely integrates social learning, emotion regulation, and job embeddedness theories to empirically examine how toxic leadership leads to multiple forms of bullying, workplace incivility, and turnover intentions. The findings shed light on the mechanisms linking leadership behavior to staff withdrawal behavior and offer both theoretical and practical implications for managing staff well-being in high-pressure airline settings.
Growth in medical tourism and healthcare demand is driving the development of medical hotels, attracting increasing scholarly attention. Yet, empirical evidence on intention to stay in medical hotels remains limited, particularly for Chinese tourists. Drawing on the Theory of Planned Behavior (TPB), this study models attitude, subjective norm, and perceived behavioral control as antecedents of desire. It also tests perceived service quality as a contextual moderator. Survey data from 238 Chinese tourists were analyzed using validated measures and structural equation modeling (SEM). Results show that desire mediates the effects of the TPB variables on intention. The desire-intention linkage strengthens at higher perceived service quality. The study refines TPB by specifying desire as a proximal mediator and by theorizing perceived service quality as a boundary condition in a China-specific setting. For managers, actionable levers include communicating assurance and cleanliness protocols in pre-stay communications, and establishing a clinical–hotel liaison for standardized briefings. Designing for privacy and caregiver support (discrete intake, spatial zoning) and improving accessibility and price transparency can also reinforce perceived behavioral control. These steps can enhance perceived service quality and facilitate the conversion of desire into booking intention.
This study aims to examine Gen Z’s expectations during job interviews in the hospitality & tourism (H&T) industry. The data was collected through the qualitative method using semi-structured interviews with 14 participants who had fresh experience of recruitment processes. The findings indicated that when evaluating prospective employers, applicants focused on practicalities and personal attributes such as the ability to adapt or willingness to work in a team. Along with chances for professional growth and hands-on learning, economic factors like housing, pay, and benefits were consistently found to be crucial. This study shows how Gen Z approaches employment with pragmatic yet aspirational expectations, shaped by both financial security and career growth, in contrast to earlier studies that interviewed department managers or supervisors and directly considered generation Z in recruitment practices. Understanding and meeting Gen Z's expectations is becoming a crucial priority for companies looking to draw in and keep young talent as their presence in the workforce increases.
In this study, it is aimed to measure the perceptions of stakeholders regarding the governance process related to the activities carried out by the Cappadocia Area Presidency in Cappadocia, Turkey. The research design applied was a phenomenological research design. During the preparation of the data collection form, topic extraction from text mining techniques was used to understand the general governance trend, and articles retrieved from the Web of Science (WoS) and Scopus databases were examined. A focus group discussion was conducted to determine the stakeholders' perspectives on governance principles in the destination. The semi-structured interview technique was used for data collection. The participants' opinions were recorded, and the collected data were reported through content analysis. To test reliability, a consistency analysis was conducted with two coding methods. Overall, participants expressed expectations for more collaborative approaches and perceived the need for more effective governance. It has been concluded that there are significant deficiencies in terms of governance. It has been observed that the key point where progress needs to be made is the establishment of an appropriate governance model for the Cappadocia destination, and recommendations have been made at the end of the study.
Digital transformation poses a pressing challenge for firms in experiential tourism, where competitiveness depends on how digital and physical resources are configured. This study investigates trade-offs between digital maturity and locational advantage using evidence from 89 winery websites in Niagara. A feature audit coded 58 website elements across informational, transactional, and relational categories, and hierarchical clustering identified three archetypes: Niche Operators, Digital Mainstream, and Advanced Integrators. External engagement data, including Google review volume, star ratings, sentiment scores, and traffic estimates, were linked to these clusters and analyzed using one-way ANOVAs with Tukey’s HSD. Results reveal two notable dynamics: firms in weaker locations relied more heavily on digital portfolios, while digital maturity was strongly associated with engagement reach but not sentiment quality. These findings highlight how resource substitution and complementarity shape strategic configurations, contributing to debates on digital transformation in tourism and offering insights for SMEs navigating digital–physical ecosystems.
The present study seeks to offer deeper insights into the support that residents provide for tourism development by examining the perceived impacts of tourism, place attachment and overall quality of life (QoL). Theory of social exchange was used in the study and theoretical and empirical proof on the relationships among the concepts is presented. The data related to the study were obtained from the provinces of Isparta and Antalya, which are at a divergent degree of tourism development. The findings indicate causal pathways in residents' support for tourism. These pathways are formed in the following order: Place attachment significantly increases the perceived benefits of tourism, which in turn enhances overall QoL, ultimately providing to stronger resident support for tourism development. These results significantly advance the field by offering new theoretical insights, simultaneously acting as a strategic resource for tourism stakeholders and local authorities. However, this study provides a novel perspective by performing a comparative analysis of residents’ views on tourism in relation to a nature-based and coastal destination.
The study explores factors affecting Generation Z’s intention to adopt Natural-based tourism in Vietnam by combining the Health Belief Model and Perceived Value Theory. A large-scale survey was conducted with 319 Generation Z participants and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results show that Self-efficacy positively affects Perceived value, Emotion, and Intention to adopt, while Emotion fully mediates the relationship between Perceived value and Intention to adopt. However, Perceived barriers and Perceived threat showed insignificant effects, which means that these factors are less relevant for young individuals. Cues to action significantly affects both Perceived value and Intention to adopt. This paper contributes to extending Health Belief Model and Perceived Value Theory combination and provides practical insights for developing strategies to promote natural-based tourism among Generation Z.
This study investigates post-event behavioral intentions of football tourists participating in a tournament as team players. It is grounded in the experience economy theory and its connection to well-being and psychological ownership in the sports tourism sector. Accordingly, the research question is: To what extent do football tourists' well-being perceptions, driven by the event experience, influence psychological ownership, and how does psychological ownership, in turn, affect their post-event behavioral intentions? A quantitative approach was employed, collecting survey data from 372 male football players participating in the 13th Masters Atatürk Spring Tournament in Antalya, Türkiye. PLS-SEM results revealed that education- and escapism-related experiences significantly enhanced participants' perceived well-being. These heightened well-being perceptions fostered psychological ownership toward the event, which, in turn, positively influenced post-event behavioral intentions, including willingness to pay more, word-of-mouth, and intention to revisit. The study shows the vital role of psychological ownership, driven by enhanced well-being through educational and escapist experiences, in shaping the post-event behavioral intentions of football tourists. It contributes to the experience economy theory and provides practical guidance for designing football events that cultivate stronger engagement and loyalty among athlete tourists.
This paper provides an empirical study to explore the mediating effect of technology adoption on the relationships between Human resource management practices under AMO model and Quality management information in hospitality industry. PLS-SEM technique was applied to analyse data collected from 120 hotels in Vietnam. Bootstrapping was run to check the direct and indirect effect of the interplays. Our finding shows that two out of three dimensions of AMO have a positive and significant impact on Quality management information. Ability - enhancing HRM practices appear to be the most significant predictor for Quality management information, suggesting the importance of training and development for effective implementation. Technology adoption was found to mediate the relationships between Ability & Opportunity-enhancing HRM practices and Quality management information. Our key contributions include expanding AMO framework in hospitality industry and demonstrating the mediating role of Technology adoption in the relationship of HRM and Quality management information—an area that has received little attention in prior research.
Consumer food choices are often treated as conscious decisions. However, recent evidence using eye-tracking methodology demonstrates that consumers' visual attention processes significantly influence their decision-making. This method is crucial for understanding the factors that affect consumers' gaze behavior. This research employs eye-tracking technology to investigate how consumers make food selections in fine-dining restaurants, focusing on unplanned choices. The study monitors consumers' menu examination processes using an eye-tracking device, identifying focal points such as gaze duration and fixation count. The findings reveal how consumers' eye movements guide their selection decisions. In particular, the visual presentation of the dish and familiarity with it have been shown to be influential in consumer preferences. In an experiment conducted with 25 participants, it was found that the most fixated-upon dish was not necessarily the one ordered, indicating that the intensity of focus and gaze behavior do not directly determine decisions. However, prior experience with the dishes strongly influenced the decision-making process. In this respect, the research critically examines the “attention = choice” assumption in eye-tracking studies. From an industry perspective, it demonstrates that simply captivating visuals are not enough; menu design must be integrated with customer experience management and familiarity strategies.
This study employs Stimulus-Organism-Response (SOR) framework to explain the online hotel booking (OHB) intent of Generation Z (Gen Z), who constitute a substantial and growing share of the travel market due to their unique preferences and digital competency. It could assist OHB platforms to remain on the forefront of evolving travel patterns and adapt the shifts in consumer behaviour. In order to explain the underexplored formative nature of Stimulus, it envisions it as a second order construct defined as influence (INF) composed of the key elements (privacy and safety, convenience, online reviews, price and promotional offers, platform’s reputation) which influence the affective and cognitive state or the perceived value (PV) representing the Organism, and ultimately the booking intention (BI) portraying the Response. Data collected through a well-designed, self- administered questionnaire utilizing snowball sampling methodology within Pune- recognized as a pivotal hub for educational and information technology advancements in India, is subjected to analysis while ensuring precise measurement specifications of the constructs within the PLS-SEM. The study's results highlight the critical role of PV as a significant and complementary partial mediator between INF and BI. The implications delineate the scope and feasibility of OHB platforms to cater to this technologically adept market segment more efficiently by enhancing their website functionalities, marketing strategies, and provision of services.
The model of goal-directed behaviour (MGB) is extended to delineate the hypothesised causal effect of long-distance travel desire on travel intention. The extended MGB also considered how socio-psychological factors impact long-distance travel intent in the desire-travel intention nexus. Data were generated via a quantitative online survey from a sample of N=2021 German citizens and were subjected to partial least squares-structural equation modelling. The study establishes the susceptibility of long-distance travel desire to socio-psychological variables and establishes that the subsequent effect of long-distance travel desire on travel intention is subject to the intervening effects of travel motivation and long-distance travel intent. Hence, the study extends MGB theory to the long-distance travel behaviour context and enhances the comprehension of the role of socio-psychological and behavioural appraisals in long-distance travel behaviour.
Customer satisfaction and word-of-mouth publicity are well-known indicators of revisit intention. While strategies to ensure revisit intention in the hotel industry are common, rarely attention has been given to introducing healthcare facilities within hotels. This research attempts to explore the linkage between the hotel attributes – ‘presence of medical and wellness facility’, value for money, service quality, customer satisfaction, word-of-mouth and revisit intention. Data was collected from both international and domestic tourists using a structured questionnaire who visited West Bengal, a popular healthcare destination (Pilot study: n= 100, Main study: n=506). The findings highlight that service quality and presence of medical and wellness facilities in a hotel positively impact customer satisfaction and Satisfied customers share positive word-of-mouth regarding their hotel experience and tend to exhibit strong intentions to revisit. However, value for money does not have a significant impact on customer satisfaction. The present study has revealed that presence of medical and wellness facility in a hotel indirectly exerts a positive influence on revisit intention through customer satisfaction and word-of-mouth. The findings of the study are expected to motivate strategic decision makers in the hospitality industry to include medical and wellness facilities within the range of services offered by the hotel.
Rural tourism is a key driver of social, economic, cultural, and environmental growth within the nation. This study examines residents’ attitudes toward rural tourism (economic, cultural, and social impacts) and how these attitudes influence supportive behaviours such as helping and tolerance. It also investigates the mediating role of resident-tourist interaction quality on the relationship between attitude toward rural tourism and supportive behaviours. This study employed a quantitative approach involving 380 residents from eight different rural areas in the northern and eastern regions of Malaysia. The findings revealed that cultural and social impacts are significantly related to helping behaviour, while only perceived social impact affects tolerance behaviour. Perceived social impact significantly influences the quality of interaction between residents and tourists. Further analysis also revealed that the quality of these interactions has a notable effect on helping behaviour. The mediation analysis revealed that the quality of resident-tourist interactions serves as a bridge between perceived social impact and helping behaviour. This study expands the knowledge on the multidimensionality of attitudes toward rural tourism by investigating both active resident engagement (helping) and passive resident engagement (tolerance). The study further concludes that residents' perceptions of rural tourism impacts are context-specific to the local area.
This study aimed to understand the reasons for the transformation of culture in touristic destinations with rich cultural heritage, the transformation process, and the effects of tourism on this transformation, considering these effects within a theoretical framework based on the cultural change approach. To this end, in-depth interviews were conducted with 15 participants, including academics, local people, representatives of nongovernmental organizations, and public and private sector representatives who have extensive knowledge and experience in local culture and tourism, specifically within the context of Kaleiçi. The data obtained from these interviews were analyzed using content analysis. In the study, four main themes and eight subthemes emerged. The findings revealed the factors (political, economic, and sociocultural) affecting the cultural transformation of Kaleiçi and how this transformation process occurred. Furthermore, the cultural and environmental effects of tourism were found to play a critical role in this transformation. The study also concludes that the cultural change process actively continues in the transformation of the culture in Kaleiçi.
This study explores how well the most popular decision tree algorithms can predict the financial and stock return performances of tourism firms listed on the stock exchange in an emerging economy. The models incorporate tourism growth metrics, macroeconomic variables, and firm-level financial indicators as predictors. To this end, four widely used decision tree algorithms are applied to quarterly data spanning from the first quarter of 2012 to the fourth quarter of 2024. The results indicate that the Random Forest algorithm achieves the strongest predictive performance for ROA, ROE, and stock return performance, recording the highest scores across all key metrics. The firms’ liquidity level (quick ratio), asset size, and real exchange rate as a macroeconomic variable are the most significant determinants of ROA and ROE. Regarding stock return performance as a market-based measurement, liquidity level and the real exchange rate remain critical, while tourism expenditures and the macroeconomic indicator of M2 money supply also prove to be significant determinants.
This study investigates the interactions between tourists’ variety-seeking tendencies, attitudes toward culinary innovations, perceptions of gastronomic image, and behavioral intentions regarding local food consumption and destination revisits. It also examines the moderating role of social media usage in the relationship between attitudes towards culinary innovation and gastronomic image. Data were collected from 1,028 foreign tourists visiting Alanya, Türkiye, between April and June 2023, and 786 valid responses analyzed using confirmatory factor analysis and structural equation modelling. The findings reveal that variety-seeking behavior positively influences both attitudes toward culinary innovation and gastronomic image, while attitudes toward culinary innovation significantly affects tourists’ perceptions of gastronomic image, which then significantly influences tourists’ intentions to consume local food and revisit. Furthermore, social media usage moderates the effect of attitudes towards culinary innovation on gastronomic image. The findings also provide practical insights for destination marketers and hospitality businesses by highlighting the role of gastronomic image in shaping tourist behavior and its potential contribution to destination incomes.
