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This article aims to analyze the role of competitive advantage in the hotel industry using bibliometric analysis, assisted by the biblioshiny software. The scholarly articles analyzed were sourced from various reputable international journals indexed in the Scopus database. A total of 46 scholarly articles were analyzed and selected based on stringent criteria, aligned with the academic standards. The results of the analysis indicate that competitive advantage plays a central role for managers in enhancing the economy within the hotel industry sector through innovative and creative strategies, supported by sustainable practices. [ABSTRACT FROM AUTHOR]

The problem of perceived overqualification (POQ) and the importance of occupational instrumentality have been acknowledged in the literature. Drawing on equity theory, we built a model that explains how and why occupational instrumentality moderates the mediatory role of knowledge hiding on the relationship between POQ and service delivery performance in the tourism and hospitality industry. Underlying this model is the notion that employees' POQ is the cause of knowledge hiding and poor service delivery performance and occupational instrumentality is the diffuser in the tourism and hospitality context. Data were obtained from employees in the aviation sector and analyzed with the PLS‐SEM technique. The findings indicate that POQ directly influences employees' knowledge hiding behavior, but this behavior does not significantly impact their service delivery performance. Knowledge hiding does not act as a mediating factor between POQ and service delivery performance. In other words, knowledge hiding does not explain the link between feeling overqualified and poor service delivery performance. Interestingly, it was observed that the effect of POQ on knowledge hiding is stronger when employees have a strong sense of occupational instrumentality. This suggests that even when employees value the contributions of their current role to their future occupation and career, they are still inclined to resort to knowledge hiding as a response to POQ. Our study results extend theorizing on the themes of interest and offer valuable practical insights. [ABSTRACT FROM AUTHOR]

Purpose: Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer's underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster. Design/methodology/approach: This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations. Findings: The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture. Practical implications: Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations. Originality/value: This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters. [ABSTRACT FROM AUTHOR]

The aim of this study is to explore the effect of digital leadership (DL) on creative performance (CP) by investigating the mediating roles of strategic agility (SA) and organizational learning culture (OLC) in tourism and hospitality industry. The study analyzed 320 responses from middle-level management at five-star hotels and category-A travel agencies in Egypt using the PLS-SEM technique and WarpPLS statistical software 7.0. Findings reveal that digital leadership positively affects creative performance, strategic agility, and organizational learning culture. In addition, CP is positively affected by SA and OLC. Moreover, findings confirm the mediation effects of strategic agility and organizational learning culture in the DL→CP relationship. The study provides practical insights for tourism and hospitality enterprises using Dynamic Capabilities Theory to enhance performance and agility in the digital age. [ABSTRACT FROM AUTHOR]

This research endevors to investigate the interrelationships among spiritual leadership (SL), affective commitment (AC) and employee performance (EP) in the Egyptian hotel industry. Employing a quantitative research approach, the study distributed self-administered surveys to a randomly chosen group of employees. Analyzing 623 valid survey responses using structural equation modelling (SEM), the research revealed significant positive correlations between SL and both EP and AC, with AC also showing a noteworthy positive effect on EP. Moreover, the study found that AC acts as a mediator in the relationship between SL and EP. [ABSTRACT FROM AUTHOR]

Understanding how to reduce employee tech stress is crucial for improving workforce well-being and maximizing operational efficiency in the tourism and hospitality sectors due to the post-COVID-19 digital transformation. Therefore, this study aims to investigate the impact of enhancing restaurant employees' digital transformation readiness and technological device readiness on reducing employees' technostress. The study employed a qualitative methodology of semi-structured interviews, primarily addressing the paucity of scholarly investigations within this specific research area. The interviewee cohort encompassed both managerial and staff members from two distinct categories of restaurants (i.e., fast-food and casual dining restaurants). The study found eight factors related to the readiness of restaurant employees for digital transformation, as well as four factors related to the readiness of restaurant technological devices. According to interviewees, these factors have been found to reduce restaurant employees' techno stressors. Theoretically, this study extends the digital transformation readiness model from three to eight factors, and the study extends the person technology fit model from three to four factors to reduce employees' technostress. From a managerial perspective, restaurant managers can use the study framework to enhance employees' technological skills, foster a positive attitude toward digital transformation, and invest in user-friendly technology, which can ultimately reduce technostress and improve employee well-being and performance in the dynamic hospitality industry [ABSTRACT FROM AUTHOR]

Drawing upon the Social Cognitive Career Theory (SCCT), this study aimed at predicting students' interests and intentions to pursue a career in the tourism and hospitality (T&H) industry. Specifically, the study hypothesized that personality traits would have significant impacts on students' self-efficacy and outcome expectations, which would further influence their interests and intentions toward working in the T&H industry. The results of the structural model showed that Openness to Experience and Conscientiousness significantly influence students' self-efficacy and outcome expectations. However, Neuroticism and Agreeableness do only influence outcome expectations. Self-efficacy and outcome expectations were both significantly associated with students' intentions to work in the industry. Implications for T&H educationalists and careers researchers, and directions for future research are also discussed. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to examine newcomers experiencing maladjustment due to cognitive diversity, specifically, how maladjustment affects their turnover intentions; the mediating role of reported workplace bullying; and the buffering effect of perceived inclusive practices in the hospitality sector. Design/methodology/approach: The authors collected time-lagged data from 403 respondents and analyzed the data through hierarchical regression analyses using statistical package for the social sciences (SPSS) 25.0. Findings: Role ambiguity, low self-efficacy and social exclusion could each lead to newcomers' reported workplace bullying (NRB). Perceived inclusive practices buffered the impacts of role ambiguity and social exclusion. NRB negatively mediated the relationships between role ambiguity and NRB; and social exclusion and NRB. Practical implications: Hospitality practitioners should specify work procedures to minimize role ambiguities and record service processes to correct mistakes, reward veterans who help newcomers improve self-efficacy, invite newcomers to develop inclusive practices and review employee comments on third-party platforms to understand factors responsible for turnover intention. Originality/value: This study contextualized cognitive diversity into newcomers' maladjustment-bullying-turnover model in China's hospitality industry. It highlighted the buffering effect of perceived inclusive practices in the relationships between maladjustment and reported bullying and turnover intentions among newcomers and confirmed the important role of self-efficacy in addressing adverse work events. [ABSTRACT FROM AUTHOR]

The purpose of this study is to explore how publications on social media related to hotel experience influence key customer purchasing behaviour variables, thereby extending research concerning guests' decision-making processes by demonstrating empirically that attachment is a mediating variable between engagement and booking intention. The study also aims to identify the type of online publications focused on hotel experiential dimensions that offers the best results in terms of users' affective responses. Based on a panel survey of 1279 potential hotel guests conducted in January 2021, a multi-group model shows that interactions with social media content improve brand attachment and booking intention. In addition, the experiential dimensions have a moderating effect. Publications that refer to localization produce better outcomes than those produced by guest mentions and ambience. These results suggest guidance for hotel managers regarding communication strategies for social media based on experience cues, interaction and the establishment of emotional bonds with potential customers. [ABSTRACT FROM AUTHOR]

This research investigates climate trends, disaster impacts, and the tourism and hospitality industry in Pokhara, Nepal by employing the stakeholder theory and proactive-reactive disaster management principles. A mixed-methods approach assessed geospatial climate trends, past disaster impacts, and future risks. Quantitative data collected from 150 hospitality enterprises via a structured questionnaire and qualitative data from key informants were analyzed using trend tests, multinomial and probit regressions, and thematic analysis. The results indicate climatic disasters as a major threat to the industry, impacting local economies and the revenue of enterprises. Managerial awareness of sustainable practices and enterprise size influence disaster experiences and preparedness. The findings underscore the roles of stakeholder perspectives, green technologies, education, and enterprise size in enhancing disaster preparedness and long-term resilience. Further research should strive to translate sustainability awareness into actionable disaster preparedness recommendations for stakeholders. [ABSTRACT FROM AUTHOR]

This paper aims to re‐evaluate the customer experience literature in the hospitality and tourism (H&T) domain by employing a paradox lens and constructing a model for future research direction and practitioners. Using two co‐citation analysis methods—a hierarchical cluster analysis and a multidimensional scaling analysis—to investigate 312 customer experience papers from the leading H&T journals with 22.124 citations over the 44‐year period (1987–2021), we identified five knowledge foundations that have made up the intellectual structure of customer experience in H&T: experiential consumption, authenticity, memorability, place branding, and service. This result reveals the dualistic representations of the paradoxical character of customer experience including authentic/fantastical, structured/unstructured, branded/ecological, and bubbled/exposed. Based on this finding, this study developed a framework for scholars and marketers to reveal different approaches to managing the tensions between paradoxes. [ABSTRACT FROM AUTHOR]

Introduction: This study aims to provide a systematic literature review on the sustainability of shared economy in the food, agricultural, and hospitality sectors. We assess relationships between the sharing economy and sustainability in the examined industries. Furthermore, we identify gaps in knowledge and recommend possible research directions for future studies. Methods: This study provides a systematic literature review on sustainable sharing economy in the hospitality and agri-food sectors. We applied the Procedure for Systematic Reviews and Meta-Analyses (PRISMA). Based on the mentioned methodological procedure, we conducted a literature search through scientific databases Scopus and Web of Science. The research period is 2014-2023. Results: Using the Procedure for Systematic Reviews and Meta-Analyses (PRISMA), we extracted 2185 scientific articles from the Scopus and Web of Science databases published between 2014 and 2023. A total of 117 studies met the eligibility criteria. Based on the review, we identified the following frequently researched areas in the literature: sustainable housing sharing, urban and community sustainability, energy efficiency and carbon footprint, public sector regulation and sustainability, food sharing, exchanges and networks, food waste-reducing platforms, and food-based applications. Conclusion: The studies reviewed confirmed growing research interest in the sustainability of the shared economy in agri-food and hospitality. The number of studies in the Web of Science and Scopus databases has increased over the last decade. Our systematic review indicates that shared accommodation and food sharing are dominant topics in the literature. The sustainability of shared accommodation has been examined in previous studies, mainly concerning the impacts on cities and communities. In food sharing, we identified relevant linkages between food waste and sharing platforms. [ABSTRACT FROM AUTHOR]

Access to finance to stay competitive is a salient challenge for small and medium-sized enterprises (SMEs). Few studies examine how cultures (i.e. social norms and customs) in different countries influence various channels for SMEs' external financing (i.e. formal and informal). In particular, gender inequality, such as in terms of gender disparities in health, empowerment, and the labor market in each country, can bias lenders' perspectives of female SME owners. By incorporating pecking order, information cost, and lack-of-fit theories, this study uses the Global Entrepreneurship Monitor dataset and other secondary datasets to investigate the impact of culture and gender inequality on tourism and hospitality SME owners' access to formal and informal financing. The results show that cultures that are more masculine than feminine encourage both formal and informal financing; however, cultures with high power distance boost informal financing and hinder formal financing. In addition, gender inequality moderates these cultural influences on access to finance. This study contributes to the SME literature and provides insights for governments and policymakers. [ABSTRACT FROM AUTHOR]

Delving into the intricate world of social media engagement, this comprehensive study analyses the dynamics of user interaction with posts from 5- star hotels on Facebook across the Visegrad Group countries. It meticulously aims to shed light on the variances among engagement metrics--shares, comments, and reactions--across different types of posted content. Furthermore, it explores the complex interrelations among these metrics to provide a holistic understanding of user engagement patterns. In pursuit of this goal, we scrutinized an extensive dataset comprising 10,820 Facebook posts shared by selected 5-star hotels throughout 2019. The data were meticulously collected from the social network utilizing the accessible API, ensuring a robust and reliable foundation for analysis. The investigation employed advanced statistical tools, namely the Kruskal-Wallis test and Spearman's rho test, to thoroughly examine and interpret the complex data. The insights gleaned from this research are invaluable, painting a detailed picture of brand management strategies on social platforms. A significant finding of this study is the variation in user engagement levels in relation to the type of content disseminated. It highlights that visual content--specifically videos and photos--tends to dominate in terms of eliciting user responses, as compared to text statuses and links. This underlines the importance of leveraging visual media to captivate and engage the audience effectively. The study also reveals that engagement metrics are intricately linked, suggesting a synergistic effect rather than isolated impacts. This indicates that an integrated approach, considering these metrics as a cohesive unit, could be more beneficial in strategizing content for social media. Understanding these relationships and the dominant role of visual content can greatly inform and transform the way brands, especially in the hospitality industry, navigate their presence on social networks. These findings serve as a guiding framework for optimizing social media content strategies, aiming to maximize engagement and enhance the effectiveness of online brand management. [ABSTRACT FROM AUTHOR]

Purpose: This study examines the direct and indirect effects of green intellectual capital (GIC) and innovative work behavior (IWB) on green process innovation performance (GPIP), with green knowledge sharing (GKS) as a mediator, in Pakistan's hospitality industry. The aim is to provide a paradigm for assisting companies in transforming strategic green processes of green hotel innovation and its practices. Design/methodology/approach: A total of 203 questionnaires were administered to front-desk officers of 15 hotels in Pakistan. Smart PLS-SEM 4 was used for analysis, and demographic statistics were analyzed using SPSS 21.0. Findings: GIC (green human capital, green organizational capital and green relational capital) and IWB significantly and positively influence GPIP. GKS strengthens the relationships of GIC and IWB with GPIP. Finally, all hypotheses were significant and the constructs showed a positive association. Originality/value: Research studies have revealed the impact of GIC on the hotel industry's competitive advantage. However, the mechanisms underlying those impacts remain relatively underexplored. This study makes valuable contributions by providing crucial evidence from Pakistan's hospitality industry. [ABSTRACT FROM AUTHOR]

The purpose of this study is to determine the effect of toxic leadership perception, leader-member exchange, job stress and emotional exhaustion to predict organizational citizenship behavior of hotel employees. The study is conducted with 623 participants from four and five-star hotel firms in Alanya which is among the top destinations in Turkey. Decision tree analysis is applied to determine the variables that decisive predicting organizational citizenship behavior of the employees. The external validity of the results obtained with the decision tree model is tested with artificial neural networks. The analysis showed that the most significant variable to predict employee organizational citizenship behaviors is leader-member exchange. Findings are discussed in terms of theoretical and practical implications for hospitality literature and sector practitioners. [ABSTRACT FROM AUTHOR]

Among all the sectors, the hospitality and tourism sector has been detrimentally affected by the impact of the COVID-19 pandemic. This research aimed to determine how changes have been experienced specifically in the Turkish tourism higher education and tourism sector. Twenty-seven academics from the hospitality and tourism education departments were interviewed. Most agreed that restrictions have limited student access to hands-on practical courses and internships, which are crucial to developing necessary competencies. Moreover, the results showed the curriculum does not always meet the needs of the hospitality industry for a trained and skilled workforce. The challenge is to decide what else should be taught and what methods and teaching approaches should be used. As a result, industry-academia cooperation is necessary to reassess the curriculum programs to meet sector needs considering the pandemic impacts. [ABSTRACT FROM AUTHOR]

Wine tourism has several distinctive features that militate against using Kim et al.'s model of memorable tourism experiences to understand its antecedents and consequences. Accordingly, this study adopts an alternative theoretical framework—the stimulus–organism–response theory—to develop an alternative model. Data were collected from visitors to a well‐known vineyard in Yantai, China and structural equation modelling and multiple group analysis were used to analyse them. The results suggest that experience co‐creation, sensory experience, experiential satisfaction and appealing winescape are significant and positive antecedents of a memorable wine tourism experience, while eudaimonic well‐being and wine purchase intention are significant and positive outcome variables. Visit frequency was found to be a moderating variable linking the winescape to memorable wine tourism experiences. Those who travel to the region frequently form a bond with the winescape that not only contributes to their well‐being but also stimulates their future intentions to purchase its wine. [ABSTRACT FROM AUTHOR]

Research on positive psychological outcomes of tourism has experienced exponential growth. However, a critical dimension of tourist wellbeing, affiliation, remains underexplored and conceptually underdeveloped. This study draws on 26 in‐depth interviews with international tourists to Fiji to explore the influence of affiliation with nature and social connectedness on tourist wellbeing. Findings demonstrate the integral role of travel companionship, tourist affiliation with nature and connection with local people as critical determinants of positive psychological outcomes. An integrative model across the domains of gaze, practice and reflection is developed to demonstrate how affiliation with nature and social connectedness influence tourist wellbeing. Future research should explore the multi‐sensual character and the therapeutic potential of tourist social encounters and interactions with nature and subsequent implications for tourist wellbeing. [ABSTRACT FROM AUTHOR]

With the growth of sustainable tourism research and its practical relevance in today's world, it is important to integrate and synthesize the vast amount ofintellectual work on this topic. This research applies a novel and robust structural topic modeling technique to analyze textual data from a total of 3289 research articles on sustainable tourism published between 1978 and 2022. The topics identified have been classified into macro, meso, and micro levels. Further, we compared and contrasted research themes across three time periods to provide a coherent, cohesive, and holistic overview of the extant literature in each period and discuss their contributions to knowledge. This article presents the publication trends, research evolution in the last four decades, and identifies emerging topics and future research opportunities to advance knowledge. [ABSTRACT FROM AUTHOR]

This study aims to (a) develop the innovation of BoT prototype; and (b) provide an effective platform to recommend tourists activity, implement and trials blockchain prototype for booking travel activities, whether booking travel programs, air ticket booking hotel stay visits to attractions and payment of goods and services, and evaluate tourist intention to use BoT. The developed architecture enables the integration of blockchain technology capabilities into IoT technology based on high performance of usability, stability, accuracy, and completeness. The BoT prototype is evaluated by 428 users to support smart tourism. This support is significant and the level includes the BoT functional benefit (security, process, and availability) that is positively related to the intention to adopt BoT, and user benefit (trust, usability) is also positive related with intention to adopt BoT. This study significantly contributes to revolutionizing the tourism industry by implementing BOT in smart tourism destinations to gain competitive advantage. [ABSTRACT FROM AUTHOR]

The hotel business is one of the key elements of modern entrepreneurship, especially significant in the context of expanding the territorial framework of business, political, and scientific communications; development of sports and tourism, as well as improving the quality of life of the population. The hotel business, both in domestic and international practice, is a promising and rapidly evolving field of entrepreneurial activity, which concentrates a significant potential for development both at the local and international level, capable of bringing stable income. It has been proven that the management strategy of hotel enterprises is designed to ensure economic growth in the conditions of uncertainty of the socio-economic development of the hotel industry, significant innovative changes, expand the horizons of prediction and thereby create the possibility of a timely response of the hotel industry enterprise to those changes that occur in the external environment. It has been established that each of the types of management of a hotel enterprise differs from each other not only in terms of the implementation of its main functions (planning, regulation, forecasting, organization, control, accounting and analysis), as well as in the detailing or consolidation of the implementation of economic, financial, organizational and social indicators, but also, being in a single management system, should be equally focused on achieving the main goal – obtaining the greatest result in the form of hotel and related services with rational use of labor, material, technical and financial resources. [ABSTRACT FROM AUTHOR]

Hotels are often regarded as (un)wittingly complicit in terms of sex traffickers using their facilities for illegal sex purchases. This article examines chain employees' experiences of individual social responsibility (ISR) and corporate social responsibility (CSR) in the interaction between hotels and three stakeholder groups (online booking channels; governmental and non-governmental organizations; and nearby hotels) in the fight against sex trafficking and illegal sex purchases. Employee perspectives were gathered through semi-structured interviews in Sweden and the Netherlands, two countries with distinctive prostitution legislation. The findings highlight that the hotel employees found tensions between ISR and CSR and the relationship with the external stakeholders challenging. What became apparent was that CSR is often a facade used to report back positive results to external stakeholders rather than CSR and ISR playing a proactive role in fighting sex trafficking and illegal sexual purchases. We conclude by arguing for the necessity to better understand the relationships between ISR and CSR within the hospitality industry and suggesting that there remains a need for better understandings of how CSR can work across industry stakeholders and within academic research in order to ensure actionable outcomes that make a difference. [ABSTRACT FROM AUTHOR]

This research focuses on the corporate social responsibility (CSR) practices of tourism service providers (TSPs – tour operators, travel agencies, tourism transportation agencies, among others). We analyse TSP's collaborative efforts through CSR practices and their social, economic and environmental dimensions. Building on a qualitative framework, we conducted structured personal interviews with fifteen representatives of Jordanian TSPs. Several contributions are worth mentioning: the analysis allows for a broader understanding of CSR practices adopted by TSPs to serve as mutual support bridges between TSPs and stakeholders in the hospitality and tourism industry; CSR practices, benefits and barriers faced by TSPs; gender gap emerging from TSPs employment policies and intersectionality; TSPs and job and tourist opportunities for people with special needs; CSR practices, sustainability and community welfare, among others. This empirical article offers insights from Jordan's small tourism businesses, a case previously not analysed. Limitations and implications for decision-makers are also discussed. [ABSTRACT FROM AUTHOR]

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Digital transformation has emerged as a critical necessity for hospitality, a sector that traditionally prioritizes human interaction and personalized experiences. While prior research has explored the impact of digital technologies on the realized guest experience, there is a lack of work that studies their influence on the intended guest experience, as designed by hoteliers. Drawing on existing literature on customer experience management and digitalization in hospitality, this research aims to understand the psychological mechanisms by which digital technologies enhance the intended digitalized guest experience. We conducted two qualitative studies, involving 22 hotel professionals and 18 consumers. By consolidating these different theoretical and practical perspectives, we propose a conceptualization of the intended digitalized guest experience and present an integrative framework that includes the mediating and reciprocal role of consumer‐ and professional‐based psychological mechanisms, along with antecedents, outcomes, and contingency factors. These findings have practical implications for hotel professionals, enabling them to leverage appropriate digital strategies for successful guest experiences. The article concludes with specific recommendations to managers on how to design a unique guest experience. These recommendations include designing a game‐like experience, developing "care" as a new source of digital value creation, and providing training to the staff to enhance their creativity. [ABSTRACT FROM AUTHOR]

Purpose: Aligning corporate communications through different information sources is a great challenge for marketers, especially those operating in the tourism sector, which has been harshly affected by the recent COVID-19 pandemic. This paper provides a deep analysis of the implementation of seven basic principles of the integrated marketing communications (IMC) paradigm in a crisis situation. Design/methodology/approach: In-depth interviews with tourism and hospitality service providers were conducted in the fourth quarter of 2021 in Croatia, a destination that showed remarkable results in terms of the number of international tourist arrivals during the pandemic. Findings: Most firms successfully transitioned from tactical to strategic IMC implementation. Some problems were reported in the coordination of communication tools and channels. Whereas the use of digital technology was enhanced, database management did not receive sufficient attention. Message clarity represented the greatest challenge, while consumer-centric communication was the most neglected principle. Relationship building was pursued mainly through B2B rather than B2C communication, whereas brand equity development pursued through communication mix mostly focused on increases in awareness, perceived quality and attitudinal loyalty. Research limitations/implications: This research is qualitative in nature and provides opinions on IMC adoption from the managerial perspective only. Practical implications: This paper provides guidelines for the successful integration of marketing communications (marcom) in an extremely ambiguous and uncertain environment. Originality/value: The contribution of this work lies in the proposal of a new refined and expanded theoretical framework of IMC principles and numerous marcom strategies for operating during the COVID-19 pandemic, thus providing relevant implications for academia and industry. [ABSTRACT FROM AUTHOR]

This study explores the psycholinguistic phenomenon in the context of second language acquisition of adult learners who work in hospitality industry at tourist destinations, with a case study at popular tourist sites in Bali. The main goal of this research is to identify and analyze the strategies and challenges faced by workers in learning and using a second language in their daily interactions with foreign tourists. This study utilizes primary data collected from direct observations and interviews with 55 workers at various tourist sites in Bali. Respondents were selected based on criteria such as having regular interactions with foreign tourists and at least one year of work experience in the tourism sector. Additionally, secondary data was obtained from a literature review of previous studies on psycholinguistics and second language acquisition. The methodology employed is a qualitative descriptive approach, in which the collected data is analyzed to understand the psycholinguistic aspects of second language acquisition. The results indicate that factors like a multilingual work environment and customs, personal motivation, age, and social support play a significant role in the process of acquiring a second language. Three main types of strategies identified in second language learning are cognitive, social, and affective strategies. This research provides new insights into second language acquisition in the tourism setting and recommendations for second language learning for tourism practitioners. [ABSTRACT FROM AUTHOR]

This research empirically investigates the impact of corporate social responsibility on customer delight and revisit intention of customers in the hospitality and tourism industry. Moreover, it investigates the impact of corporate social responsibility on the sustainable destination building. In order to achieve the set targets, data were sought through questionnaires from 282 guests visiting luxury hotels rendering services in Jammu and Kashmir and Delhi, India. To examine the link between the hypotheses, various normality tests, exploratory/confirmatory factor analysis and structural equation modeling were employed. The results show a strong correlation between all of the integrated model's elements and offer insightful managerial advice and implications for the hospitality sector. [ABSTRACT FROM AUTHOR]

Environmental aspects are considered a specific process that requires a multidisciplinary analysis, as the application of indicators in organizations stems from effective performance management; the tourism sector is no exception. In 2015, the United Nations formulated 17 sustainable development goals to contribute to a common vision for people and the planet. The main objective of this study is to propose a framework of science-based environmental sustainability indicators for the hospitality industry, which can be used by hotel managers to improve the efficiency of sustainable management of tourism destinations. This study used a mixed methodology of systematic review and content analysis, which is an innovative methodological approach; an in-depth analysis of various scientific articles, consultancy firms' websites, and technical books was carried out. The results categorized the environmental indicators into four domains: water, energy, waste, and emissions. After a framework was established with 24 environmental indicators, the most relevant were water consumption per guest, water consumption per occupied room, and energy consumption per square meter/foot. However, there were disparities in the use of indicators between the scientific literature, consultancy firms, and the technical books. In this way, there is a need to create stronger relationships between these sources for effective adoption by hoteliers, allowing for adequate environmental indicators with positive impacts on the tourism destination management. [ABSTRACT FROM AUTHOR]

Total quality management (TQM) refers to a way of management wherein senior management is committed to guiding employees in continuous improvement in all processes, services and products, with the ultimate goal of satisfying customer requirements and expectations. The purpose of the present study was to examine the impact of leadership, organization culture (OC), customer-oriented strategy (COS) and human resource empowerment (HRE) on innovation, as well as the effect of innovation on TQM for sustainable development in Greek luxury resorts with sport and recreation facilities and services. A quantitative 5-point Likert scale method was utilized for the purpose of this study, and an online questionnaire survey was adopted for the data collection. To evaluate the resilience of our model, we conducted structural equation modeling using SPSS and AMOS software. Varimax rotation with Kaiser normalization was utilized to enhance the robustness of the analysis. A total of 895 questionnaires were successfully gathered from 454 luxury resorts. This study validated that leadership, OC, COS and HRE positively impact the luxury resorts' innovation and thus support that innovation had a significant impact on TQM, which in turn leads to their sustainability and effectiveness and is supported by the resource-based view (RBV). Furthermore, this study is the first within the Greek hotel industry that jointly estimates the influence of leadership, OC, COS and HRE on innovation and its concurrent effect on TQM for sustainable development, which has not been methodologically considered before and provides useful policy implications for managers within the hotel industry. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of the study is to explore the relationship among organisation information technology support (OITS), knowledge sharing behaviour (KSB) and service innovation performance (SIP) in the context of the Indian Hospitality Industry (IHI). This study also attempts to examine the role of KSB as a mediator in the relationship between IT support and SIP and the firm age test as a moderating variable for service innovation performance. Design/methodology/approach: Proposed relations are empirically examined, and the study was carried out on 115 employees from 71 randomly selected hotels situated in the major five travel destinations of Uttarakhand state of India. Initially, confirmatory factor analysis was performed to validate the construct, afterword structural equation modeling (SEM)-Path analysis was accomplished. The researcher examines the mediation and moderation relations of the variables through statistical tests executed with the help of AMOS 24 and SPSS 26. Findings: The study result indicated that organisation IT support has a positive influence on knowledge sharing and SIP. The mediation result findings showed KSB is partially mediated between OITS and SIP. Sequentially, firm age moderation found the statistical results shown significant difference in young and old hotels. Research limitations/implications: This study only covers the aspect of the "knowledge sharing behaviour" dimension among the major organizations' IT support capabilities and examined both variables that might be anticipated in SIP. Considering this limitation, new areas of research investigation are open to future researchers. Practical implications: The study has both theoretical and managerial implications for academicians, practitioners and researchers. An attempt to conceptualise detailed insights on organisational IT support adaptation and KSB enhancement, which further leads to lifting SIP. Moreover, the study recommended for professionals to implement KM practices and mobilise the knowledge resources optimally to achieve better organizational outcomes. Originality/value: The study attempts to delineate the proposed relationship and provides valuable insights for practitioners and academicians by including the knowledge sharing dimension to improve the SIP context of the IHI. [ABSTRACT FROM AUTHOR]

Spatial competition considerations are important in hotel location selection. This study proposes and demonstrates a method of colocation network analysis to quantify the potential encroaching effect of spatial inter- and intra-competition between units of business brands that seek expansion. The environmental context of the study is a network of the top five budget hotel brands in the Beijing hotel market. The results reveal that brands implement different strategies in their hotel placement, which are subject to different levels of the encroaching effect. However, the method is applicable in a variety of hospitality settings, specifically in those that involve the development strategies of chain brands. The simulation capability of the method can assist hospitality brands in assessing the outcomes of a proposed development and, thus, aid hoteliers in the spatial allocation of new units with the least adverse effects on their existing business networks. [ABSTRACT FROM AUTHOR]

Orientation: The coronavirus pandemic, known as the coronavirus disease 2019 (COVID-19) pandemic, has not just caused a serious health threat; it has also altered how we think about and handle various facets of our daily lives, careers and the global economy. Research purpose: This study sought to ascertain the COVID-19 pandemic’s effect and influence on employee motivation and the reward programmes provided by Cape Town hotels. Motivation for the study: The COVID-19 pandemic particularly hard hit the hospitality and tourism sectors, with hotels and restaurants being forced to close for a while before reopening at reduced capacity. Research approach/design and method: An exploratory qualitative research approach was followed, which allowed for open-ended questions for semi-structured interviews to collect data from managers (n = 14). The data were analysed using Creswell’s six-step approach. Main findings: The findings indicate that the COVID-19 pandemic had an unfavourable financial impact on hotels, causing permanent or temporary closure, retrenchments, layoffs, salary cuts and reduced shifts. Practical/managerial implications: The study supports the development and upkeep of equitable employee reward programmes for hotel owners, managers and human resource specialists. Contribution/value-add: This study’s findings provide insights into the rewards that motivate employees and assist hotels in strengthening their reward system strategies, specifically during a pandemic such as COVID-19.

Orientation: Workplace diversity and intercultural interaction are undisputed realities in the new world of work. This is especially true for casual dining restaurants that are labour intensive and customer-oriented, catering for culturally diverse patrons. Research purpose: The study investigated the impact of perceived metacognitive cultural intelligence of service staff on the service delivery experiences of customers at casual dining restaurants. Motivation for the study: There is a dearth of research that explores the cultural intelligence of hospitality service staff in the South African context. Research approach/design and method: A structured questionnaire was administered to a sample of 403 customers at casual dining restaurants in Bloemfontein, using QuestionPro. Partial Least Squares Structural Equation Modelling (PLS-SEM) was applied to examine the relationships between the variables. Main findings: Statistically significant negative relationships were recorded between metacognitive cultural intelligence and all the service delivery constructs. Metacognitive cultural intelligence was found to have a medium predictive power towards responsiveness and assurance as part of the service delivery construct. Practical/managerial implications: Due to the complexity of the cultural intelligence construct, the study only focused on metacognitive cultural intelligence and its impact on the service delivery experiences of casual dining patrons. The findings showed service staff lacked metacognitive cultural intelligence, hence affecting all the areas of service delivery. There is thus a persistent need for training and developing intercultural competencies. Contribution/value-add: Despite current emphasis on diversity management and cultural intelligence, the findings of the study revealed that service staff are not adequately prepared for intercultural interactions.

Purpose: The study examines the role of aesthetics in tourist satisfaction in the Ghanaian hospitality industry. Design/methodology/approach: The study is quantitative and cross-sectional in nature. A total of 5 tourist destinations and 350 tourists were selected using purposive sampling technique. Data for the study was gathered using self-reported questionnaires and analysed using Statistical Package for Social Sciences (SPSS). A total of 300 retrieved questionnaires representing 85.7 % of response rate was used for data analysis. Findings: The study results proved that the three main types of aesthetics that influence tourists' visitation to tourist destinations are visual product aesthetics, package aesthetics and taste aesthetics. The study also discovered that visual product aesthetics, package aesthetics and taste aesthetics had significant positive correlations with tourist satisfaction. Again, the results established that, aesthetic types (visual product aesthetics and package aesthetics) have significant positive impact on tourists' satisfaction whereas taste aesthetics has a negative effect on tourists’ satisfaction. Research limitations/implications: The Ghanaian hospitality sector should push creativity to new heights by ensuring that venues change their appearance and ambiance through the use of creative lights, music, and food setups, so as to often attract consumers and offer them a completely unique experience each time. The hospitality sector also need to provide more effective and dependable channels for user complaints, recommendations, and contributions, as well as consumer feedback systems. Originality/value: The study adds to literature on aesthetics and tourist satisfaction as well as contributes to the agenda towards tourist destination sustainability.

It has been argued that digital platform firms leverage their position at spatial bottlenecks in such a fashion so as to allow operations in local labour markets while at the same time insulating themselves from the regulatory provisions that govern those local markets. This is not necessarily a stable condition, but as long as platform firms exert power, they may shift the social relationships that platforms embody in their favour: domination trumps mutuality and autonomy. However, this does not have to be so. Depending on the context, opportunities for breaking out of this mould exist. Specifically, we focus on the institutional context provided by coordinated market economies to argue that, depending on pre-existing forms of cooperation, platforms can be designed and applied in a manner that enables the building and maintenance of trust through an emphasis on mutuality and autonomy rather than inevitably drifting towards the pole of domination. Using the example of the hospitality industry and focusing on training and certification in geographically fragmented labour markets, we set out to explore the possible role of the institutional setting in shaping platform use as recruitment needs are to be resolved.