As tourism continues to evolve, cultural and nature-based attractions are increasingly challenged to integrate sustainability goals with the use of digital tools that enhance visitor engagement and support environmental responsibility. This study examines how Kistefos, a Norwegian cultural and nature-based tourist attraction and destination, incorporates digitalization into its sustainability strategy to balance economic, social, and environmental goals. Using a qualitative case study, including document analysis and participant observation, the research explores whether digital tools primarily serve marketing purposes or actively support sustainability. Findings indicate that while Kistefos prioritizes visibility and engagement, digitalization is mainly used for promotion rather than enhancing visitor experiences or fostering sustainable behaviors. The study highlights untapped potential for technologies like augmented reality and live streaming to promote responsible tourism. The current research connects strategic marketing, service-dominant logic, and digitalization, offering insights for managers and policymakers on aligning digital innovation with long-term sustainability in the visitor economy.
This chapter develops a model to examine the relationship between hotel reputation and booking intention, focusing on environmental sustainability. It also explores factors influencing hotel reputation, including electronic word of mouth (eWOM), service satisfaction, and brand reputation. A quantitative survey of 620 tourists in Greece yielded 410 valid responses, analyzed with structural equation modeling (SEM) via AMOS 21. Seven hypotheses were tested; five were supported. Results indicate eWOM, service satisfaction, and environmental sustainability significantly impact hotel reputation. The study highlights reputation’s role in hospitality, suggesting that a strong reputation promotes long-term profitability as satisfied customers return and recommend the hotel.
Grounded in self-determination theory, this chapter investigates the impact of work meaning on service innovation behavior among travel agency employees and explores the moderating influence of perceived organizational support. A survey was conducted across 30 travel agencies in Taiwan, yielding 337 valid responses. The proposed hypotheses were tested using multiple regression analysis. The analysis indicates that a strong sense of work meaning enhances employees’ service innovation behavior. Furthermore, perceived organizational support strengthens this relationship, suggesting that when employees recognize supportive actions from their organization, they are more prone to translate meaningful work into innovative service practices. These findings expand the existing theoretical knowledge of service innovation by emphasizing the psychological and organizational factors that drive it. Additionally, this chapter provides practical insights for travel agencies, highlighting the importance of fostering a meaningful work environment and organizational support to encourage innovation. Future research directions are also proposed to expand on these findings.
The well-being of tourists is shaped by experiences that are pleasurable (hedonic), meaningful (eudaimonic), and functionally beneficial (utilitarian). While these dimensions of well-being have been studied independently, their combined impact on sustainable travel behavior remains underexplored. This study examines their interplay in two contrasting contexts: Kistefos Museum, Norway (a reflective culture-nature attraction), and Surfers Paradise, Australia (a high-energy coastal hub). Using Self-Determination Theory (SDT) and Value-Belief-Norm (VBN) Theory, this research study employs participant observation to analyze real-time emotional engagement and sustainability choices. The findings support prior studies and suggest that while eudaimonic tourist experiences foster sustainability-oriented behavior, hedonic engagement primarily enhances satisfaction without necessarily promoting responsibility. Utilitarian motives such as cost and convenience may either support or counteract sustainable choices.
This study explores the impact of spa experiences on customer emotions and well-being, focusing on the roles of facility experience, body benefits, and spiritual benefits. Data collected from 450 spa customers were analyzed using structural equation modeling (PLS-SEM) to test 8 hypotheses. The findings reveal that facility experiences significantly enhance both body and spiritual benefits, which in turn positively influence positive emotions and happiness. Body benefits were found to have a negligible impact on negative emotions, while spiritual benefits contributed to increased negative emotions. Additionally, positive emotions strongly impacted overall happiness, while negative emotions showed a weak influence on happiness. These results highlight the importance of providing an enjoyable, well-equipped spa environment to foster customer satisfaction and well-being. The study’s implications for spa operators include enhancing facility experiences and addressing spiritual and body benefits to promote positive emotional outcomes. Future research should explore longitudinal designs and cross-cultural differences for a broader understanding of spa experiences.
