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.
