Objective: This study examines how sustainable urban mobility (SUM), specifically bicycle rental services, influences the cognitive, affective, and conative dimensions of tourist destination image in Seville and Lisbon. Methodology: Based on 10,082 user reviews collected from TripAdvisor and Google Reviews, the study applies sentiment analysis and semantic network techniques to identify the cognitive, affective, and conative dimensions that shape destination image. Results: The findings show that sustainable mobility services provide not only functional value but also strengthen visitors’ emotional connection with the destination and encourage recommendation and loyalty behaviours. Positive sentiment exceeded 90.0% in the affective and conative dimensions in both cities. Conative positivity reached 91.9% in Lisbon and 94.5% in Seville, indicating a stronger behavioural projection in the latter. These results underscore the role of sustainable mobility as a micro-level experiential driver that contributes to destination image formation through loyalty, recommendation, and positive electronic word-of-mouth (e-WOM). The findings also show that tourists act as active value co-creators in digital environments. Limitations: The study focuses on a single service (bicycle rental) and two specific destinations, which may limit the generalisability of the findings. In addition, future research could complement the analysis of digital reviews with mixed-methods approaches. Practical implications: The findings have relevant implications for tourism management, particularly regarding sustainability and destination reputation. Specifically, active mobility services should be understood as strategic tools for enhancing the visitor experience, strengthening loyalty, and improving the destination image.
Objective: Workplace violence in hospitality is a widespread yet underexplored issue, leading to high turnover and significant costs. This study investigates the mediating role of work passion (WP) in the relationship between verbal/psychological violence (VPV) and its impact on physical and mental health (VIPMH), as well as the intention to leave work (ILW) among employees in the hospitality sector. Methodology: Data were collected from employees working in 4- and 5-star hotels in Antalya, a major tourism hub in Turkey. The research model was tested using the partial least squares method with SmartPLS software. Results: Findings indicated that verbal and psychological violence (VPV) and its impact on physical and mental health (VIPMH) increase the intention to leave work (ILW) and reduce work passion (WP). WP also mediated these relationships by partially reducing the effect of violence on the ILW. These findings contribute to the literature by illustrating that WP functions as a psychological resource that buffers the negative effects of colleague violence on employees’ ILW. Limitations: This study's cross-sectional design limits causal inferences; future research could benefit from longitudinal data and international samples. Including moderators such as managerial support may further enhance tourism insights. Practical implications: Hotel managers should actively counteract workplace violence, monitor employee well-being, foster team-building activities and implement incentives to boost WP, all contributing to a healthier work environment and improved service quality.
Objective: The main objective of this study is to examine service quality in Spain’s insurance sector by analysing customer sentiment in social media comments, with a view to understanding users’ perceptions and emotional assessments of their experiences with insurance companies. Methodology: A dataset of 1,953 user comments from X, Facebook and Google Reviews was compiled using both automated scraping tools and manual collection methods. Insurance companies were selected based on their net promoter scores (NPS), which served as a criterion for identifying providers with a high level of reported satisfaction. Sentiment analysis was performed using manual annotations and automated classification with a Hugging Face model. Results: The results reveal a predominance of negative sentiment, especially in comments relating to claims management and customer service. Insurers tended to interact more with operational queries than with marketing-related posts. A behaviour pattern was observed whereby users repeated their complaints when they did not receive a response, while this tendency decreased when companies responded proactively. Practical implications: The study highlights the importance of actively managing customer service on social media as a key strategy for strengthening reputation and perceived service quality. Failure to respond or interact with user complaints increases negative comments, underscoring the need for proactive and consistent digital communication protocols in the insurance sector.
Objective: This study aims to analyse the mediating role of employees' intrinsic motivation in the negative relationship between workplace bullying and work engagement. It also aims to examine whether the victim's gender moderates the relationship between workplace bullying and intrinsic motivation. Methodology: The proposed moderated mediation model was tested using a sample of 1,000 participants of both sexes, representative of the Spanish salaried workforce (sampling error = 3.1%; confidence margin = 95.5%; p = q = 50). Previously validated scales were employed to measure all constructs. Both the mediation and the gender-moderated mediation model analyses were conducted using PROCESS v4.2 (Models 4 and 7). Results: The findings not only confirmed that workplace bullying is a significant negative predictor of work engagement but also revealed additional underlying mechanisms through which this relationship operates. Specifically, intrinsic motivation was found to mediate the association between workplace bullying and work engagement. However, this mediating effect was not moderated by gender. These results suggest a breach of the psychological contract in organisational contexts where workplace bullying is tolerated and provide further insight into how this process affects employees' attitudes. Limitations: Given the fact that this is a cross-sectional study, the potential influence of common method bias was assessed. The gender variable was tested solely in binary form; consequently, the findings may not be fully generalisable across different geographical and cultural contexts. Practical implications: The results highlight several implications for human resource management, such as the need for improved prevention, identification, and management of workplace harassment; training programs in social and leadership competencies among people managers; initiatives aimed at avoiding gender stereotypes and tailoring leadership strategies by gender; and the promotion of an ethical organisational culture.
Objective: This study aims to examine the relationship between environmental awareness, environmental concern and environmentally responsible behaviours, while accounting for demographic factors, among employees in the aviation industry - an industry of critical importance to international trade that remains under continuous scrutiny due to its environmental impact. Methodology: A questionnaire was administered to aviation employees, and the data collected were analysed using descriptive statistics, correlation analysis, regression, analysis of variance (ANOVA) and t-tests. Results: The findings reveal a statistically significant positive relationship between environmental awareness, environmental concern and environmentally responsible behaviours. However, findings also indicate that having awareness and concern alone is not sufficient to ensure the adoption of responsible environmental actions. Limitations: As with similar studies, the responses to the survey rely on participants' self-reports, which may not accurately reflect actual behaviour due to the influence of social norms and the tendency toward socially desirable responses. Furthermore, the scope of this study is limited to the Turkish population, and cultural norms and demographic differences may lead to variations in the results. Practical implications: Innovative approaches should be developed to increase environmental awareness, and multidisciplinary research should be conducted to determine the factors affecting environmentally friendly behaviour.
