Heesup Han

The present study proposed and tested Ajzen's Theory of Planned Behavior (TPB) model to explain the formation of hotel customers' intentions to visit a green hotel. The findings showed the TPB model has a good fit to the data and better predictive power for intention than the Theory of a Reasoned Action model. Based on theoretical support and suggested modification indices, a refined TPB model was developed. Consistent with the theory, the results of a structural equation analysis revealed that attitude, subjective norm, and perceived behavioral control positively affected intention to stay at a green hotel. Further investigation indicated the paths between these predictors and intention did not statistically differ between customers who actively practice ecofriendly activities and those who are not often engaged in environmentally conscious behaviors in their everyday lives. Implications and suggestions for future research are discussed.

The current study sought to extend the theory of planned behavior (TPB), which is rooted in the theory of reasoned action (TRA), to more comprehensively explain the formation of customers’ intention to revisit a green hotel. In particular, the extended TPB incorporates the critical constructs in the consumer behavior and marketing literature (i.e., service quality, customer satisfaction, overall image, and frequency of past behavior) into the original TPB model. Results of a structural analysis revealed that the new model provides a better fit with the data, and explains significantly greater amounts of variance in revisit intention in comparison to the TRA and TPB. Added constructs in the new model considerably contribute to improve our understanding of the complicated process of green hotel customers’ decision-making. In this study, all relationships appeared to be significant as conceptualized according to the theory. In addition, a mediating effect of satisfaction and attitude was found. The article includes discussions on theoretical and managerial implications.

This research was designed to provide a comprehensive understanding of the formation of travelers' pro-environmental intentions in a green lodging context by merging value-belief-norm theory and the theory of planned behavior into one theoretical framework and by considering the moderating impact of non-green alternatives' attractiveness. Results of the structural analysis from a sample of 402 guests showed that our unified model includes a satisfactory level of prediction power for pro-environmental intention, which was superior to existing theories. Findings also supported the hypothesized relationships among study variables, identified the prominent role of awareness of consequences and normative process in generating intention, and verified the mediating impact of study variables. In addition, the invariance test identified the significant moderating impact of non-green alternatives' attractiveness. Specifically, the role of attitude, perceived behavioral control, and moral obligation in forming intention was found to be more important when customers felt the alternatives were less attractive.

As the public is increasingly concerned about environmental issues, green management is rapidly becoming a strategic tool that can enhance a hotel's competitive advantage. This study explores how to develop the image and branding of a green hotel using the concepts of cognitive, affective and overall images. The study, based on a survey of 416 hotel users, also investigates how a green hotel image can affect behavioural intentions (i.e. intention to revisit, intention to offer positive recommendations to others and willingness to pay a premium). The findings confirm that cognitive image components (namely value and quality attributes) can exert a positive influence on a green hotel's affective and overall images. The affective image is also found to positively affect a green hotel's overall image. A green hotel's overall image, in turn, can contribute to more favourable behavioural intentions. Quality attributes were found to be more powerful than value attributes. The importance of the concept of selfish altruism and obtaining a feeling of wellbeing from a purchase were shown to be very strong. A range of theoretical and practical implications are discussed.

This research aims to examine the relationships among three components of the physical environment (i.e., décor and artifacts, spatial layout, and ambient conditions), price perception, customer satisfaction, and customer loyalty in the restaurant industry. A total of 279 cases from a survey were used to assess overall fit of the proposed model and test hypotheses using structural equation modeling. The three factors of the physical environment strongly influenced how customers perceived price, and this price perception, in turn, enhanced customer satisfaction level and directly/indirectly influenced customer loyalty. Décor and artifacts were the most significant predictors of price perception among the three components of the physical environment. Furthermore, both price perception and customer satisfaction played significant partial/complete mediating roles in the proposed model. The paper provides potential ways for restaurateurs to increase customer loyalty by improving their understanding of the roles of physical environment, price perception, and customer satisfaction.

The purpose of this research is to explain the relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions in the quick-casual restaurant industry. The findings indicate that overall quick-casual restaurant image significantly influences perceived value, and overall quick-casual restaurant image and perceived value had a significant role in influencing customer satisfaction. Additionally, overall quick-casual restaurant image, perceived value, and customer satisfaction are significant predictors of customers’ behavioral intentions. Finally, customer satisfaction can act as a partial mediator in the relationship between overall quick-casual restaurant image/perceived value and behavioral intentions. Furthermore, we discuss the theoretical and managerial implications of the findings and future research ideas.

This study examined hotel customers’ eco-friendly decision-making processes. Specifically, the current study tested the relationships among attitude toward green behaviors (ATGB), overall image (OI), visit intention (VI), word-of-mouth intention (WOMI), and willingness to pay more (WPM) by considering the effects of gender and age in a green hotel context. The results of structural equation analyses showed that OI is a positive function of ATGB and that OI significantly affects VI, WOMI, and WPM. Additionally, the findings from a structural modeling comparison revealed that OI completely mediates the effect of ATGB on components of behavioral intentions. Subsequent tests for metric invariances demonstrated that the relationships among study variables were generally stronger among females and high age groups. However, only the paths from OI to VI, WOMI, and WPM in the gender group and from OI to WPM in the age group were statistically significant. Implications and future research issues were discussed.

This study examined the relationships between three determinants of quality dimensions (predictors: food, service, and physical environment), price (moderator), and satisfaction and behavioral intention (criterion) in quick-casual restaurants. Despite the importance of foodservice quality, academics and managers know relatively little about how the combined effects of quality (food, service, and physical environment) elicit customer satisfaction which, in turn, affects behavioral intention. Hierarchical multiple regression analysis with interactions showed that quality of food, service, and physical environment were all significant determinants of customer satisfaction. In addition, perceived price acted as a moderator in the satisfaction formation process. Finally, the results indicated that customer satisfaction is indeed a significant predictor of behavioral intention. The findings may provide restaurateurs with a guideline for enhancing customer satisfaction and behavioral intention level.

Numerous studies have employed the theory of planned behavior (TPB) to understand customers’ behaviors in various fields, but none has tested and extended the theory to explain customers’ decision formation to pay comparable regular-hotel prices for a green hotel. This is the first study designed to test and modify the TPB by including environmental concerns, perceived customer effectiveness and environmentally conscious behaviors, which are critical in explaining eco-friendly consumer behaviors. Salient belief items were identified using an elicitation method (focus group and open-ended survey). A survey obtained 389 respondents. Confirmatory factor analysis indicated that measurement items for all study variables had an adequate level of reliability and validity. The findings from the structural equation modeling showed that the proposed model had a satisfactory fit to the data and better predicted hotel customers’ intention than the original TPB. The results also indicated that all antecedent variables of intention significantly contributed to forming the intention to pay conventional-hotel prices for a green hotel. Respondents were happy to have minor inconveniences, e.g. reusing towels and using recycled products, and were keen to learn about the positive environmental attributes of green hotels. Benefit awareness was shown to be important in customer decision-making.

This study attempted to answer the following research questions: (1) Do eco-friendly attitudes affect hotel customers’ environmentally friendly intentions to visit a green hotel, to spread word-of-mouth about a green hotel, and to pay more for a green hotel?; (2) If so, which facet of attitudes has the greatest impact?; (3) How do their expressed intentions differ across gender, age, education, and household income?; (4) How do such expressed intentions differ based on the existence of previous experience staying at a green hotel? A total of 422 cases were used to answer the research questions. Findings indicate that customers’ green attitudes are, in general, significantly associated with their expressed intentions to visit a green hotel, to spread word-of-mouth about a green hotel, and to pay more for it. Gender differences in such intentions were found, and the intentions were affected by their previous experiences with a green hotel. However, the eco-friendly intentions did not significantly differ across age, education, and household income.

Purpose The paper aims to examine the relationships among hedonic and utilitarian values, customer satisfaction and behavioral intentions in the fast‐casual restaurant industry. Design/methodology/approach The measures were developed based on a thorough review of the previous literature. Questionnaires were collected in classroom settings at a mid‐western university in the USA. Anderson and Gerbing's two‐step approach was employed to assess the measurement and structural models. Findings The findings indicate that hedonic and utilitarian values significantly influence customer satisfaction, and customer satisfaction has a significant influence on behavioral intentions. Utilitarian value shows a greater influence on both customer satisfaction and behavioral intention than does hedonic value. This study also reveals that customer satisfaction acts as a partial mediator in the link between hedonic/utilitarian value and behavioral intentions. Research limitations/implications Study findings will greatly help hospitality researchers and practitioners understand the roles of hedonic and utilitarian values in customer satisfaction and behavioral intentions in the fast‐casual restaurant industry. Originality/value The paper is the first to explore the relationships among hedonic and utilitarian values and their effect on customer satisfaction and behavioral intentions in the fast‐casual restaurant industry using Babin et al. 's two‐dimensional measure of consumer value.

Repeat business is critical to the success of medical clinics in the competitive medical tourism market. This study develops a model explaining international medical travelers' intention formation by considering the impact of quality, satisfaction, trust, and price reasonableness. A field survey was conducted at medical clinics. Findings from structural analysis indicate a good fit for the proposed model; perceived quality, satisfaction, and trust in the staff and clinic have significant associations affecting intentions to revisit clinics and the destination country; and satisfaction and trust acted as significant mediators. In general, support for the hypothesized moderating impact of price reasonableness in the proposed theoretical model was evident in the results of the metric-invariance test. Implications for theory and practice are discussed.

This research examined the intention to behave pro-environmentally while traveling amongst young group tour travelers by adopting an empirically validated value-belief-norm theory and merging it with Vroom's expectancy theory. The aim is to provide a more comprehensive framework for understanding the formation of environmentally friendly behaviors. The sample data of 538 responses were from young group travelers. The responses were subjected to structural equation modeling. The results showed that the combined model has a 12.8% stronger predictive power of pro-environmental intention than the original theory alone. It was also discovered from the results that the variables of the expectancy theory strongly influence pro-environmental personal norms, which in turn influences pro-environmental intentions. The discussions covered both theoretical and practical implications of this research as well as recommendations for further studies.

Theoretically, in the tourism context this study introduced a new concept of non-pharmaceutical intervention (NPI) for influenza, and tested the impact of NPI on the behavioral intention of potential international tourists. This study also extended the model of goal-directed behavior (MGB) by incorporating the new concepts of NPI, and the perception of 2009 H1N1. The model found that desire, perceived behavioral control, frequency of past behavior, and non-pharmaceutical interventions predicted tourists' intention but perceptions of 2009 H1N1 had nil effect on desire and intention. Personal non-pharmaceutical interventions were theorized as adaptive behavior of tourists intending to travel during a pandemic which should be supported by tourism operators on a system-wide basis. Practically, this study dealt with the issue of influenza 2009 H1N1 with the study findings and implications providing government agencies, tourism marketers, policy-makers, transport systems, and hospitality services with important suggestions for NPI and international tourism during pandemics.

Since rapidly growing numbers of customers prefer environmentally responsible products, efforts to “green” hotel operations are becoming increasingly important. The study reported here was designed to investigate guests’ intention formation when selecting an environmentally responsible hotel. The intention was to extend the Model of Goal-directed Behavior (MGB) by integrating several essential variables (environmental awareness, perceived effectiveness, and eco-friendly behavior and reputation) in explicating customers’ eco-friendly behavior. Findings from the measurement model indicated that study variables included a satisfactory level of reliability and validity. Results from the structural modeling revealed that the proposed theoretical framework had a strong ability to anticipate intention; incorporated constructs that played a vital role in hotel guests’ decision formation; and identified attitudes and desires that acted as mediators. The role of established variables in the original MGB was redefined. Our model had superior prediction power over the MGB, accounting for guests’ environmentally friendly buying behavior accurately.

This study proposed a conceptual model to examine how customers’ perceptions of the physical environment influenced disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and service staff had significant effects on disconfirmation. Moreover, disconfirmation exerted a direct influence on customer satisfaction and customer loyalty. Customer satisfaction also positively influenced customer loyalty. Finally, the impacts of facility aesthetics, lighting, table settings, and service staff on disconfirmation significantly differed between first-time customers and repeat customers. More specifically, facility aesthetics, lighting, and service staff were significant predictors of both first timers’ and repeaters’ perceived disconfirmation, while layout and table settings were significant determinants of only repeat visitors’ perceived disconfirmation. The implications for academic researchers and marketing practitioners are discussed.

This study was designed to examine the relationships among consumption emotions, customer satisfaction, switching barriers, and revisit intention. Four positive and negative categories of switching barriers (preference, switching costs, relational investment, and lack of alternatives) were identified through a qualitative approach. Using structural equation analysis, the proposed relationships were tested in a full-service restaurant setting. The results showed that multiple components of consumption emotions significantly affected customer satisfaction, and satisfaction mediated the effect of emotion factors on revisit intention. The findings from the tests for metric invariances also indicated that the strength of the relationship between satisfaction and revisit intention was different across high- and low-switching barrier groups. In particular, the satisfaction-revisit intention relationship was stronger in each low-switching barrier group than in each high-switching barrier group.

Diverse forms of environmental problems pose a serious threat to the natural environment. Environmental sustainability is the foremost topic in the contemporary tourism and hospitality industry. Environmentally-sustainable consumer behavior is an important aspect of environmental protection, which eventually benefits the society. In order to better understand environmentally-sustainable consumption and promote environmentally responsible consumer behavior, this research provides a sound conceptualization of environmentally-sustainable consumer behavior, and presents a systematic review and perspective on theories (theory of reasoned action, norm activation theory, theory of planned behavior, model of goal-directed behavior, and value-belief-norm theory) established in tourism and environmental psychology. In addition, this study introduces the essential drivers of environmentally-sustainable consumer behavior (green image, pro-environmental behavior in everyday life, environmental knowledge, green product attachment, descriptive social norm, anticipated pride and guilt, environmental corporate social responsibility, perceived effectiveness, connectedness to nature, and green value). Lastly, this paper provides the values of the latest studies on the special issue of environmental sustainability and consumer behavior in tourism and hospitality. This study as an introductory paper along with other articles in this special section help enable a collaboration platform across tourism and hospitality fields in pursuit of universal goals for promoting pro-environmental consumption and environmental sustainability.

Our research framework is built on the Norm Activation Model (NAM) in order to propose and test a model that predicts intentions to attend an environmentally responsible convention. We made two major revisions to improve the NAM. Specifically, we incorporated attitude and social norm as antecedents of intention and we also integrated the anticipated feeling of pride and guilt into this norm-based theoretical framework. Results of the structural model with 340 samples of convention travelers obtained from an online survey distribution provided excellent empirical support for the proposed model. Our model included greater sufficiency and accuracy than the original NAM and other competing models. Findings also showed that the interpretation of the NAM as a sequential model was more adequate; the hypothesized relationships among the eight constructs were all supported; ascribed responsibility, anticipated emotions, and the personal norm had a significant mediating impact had a prominent role. The implications regarding these findings are discussed.

This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests’ satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact of satisfaction and overall image on decision formation was greater than that of other variables. Moreover, the structural invariance model assessment indicated that conspicuousness acted as a significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons’ intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved.

This article appraises a theoretical model that relates personality, satisfaction, loyalty, ambience, and image in a hotel setting. The results of the structural equation modeling indicated that extraversion, agreeableness, and neuroticism among the Big Five Personality Factors significantly affect satisfaction. Satisfaction had a significant impact on hotel image and guests’ loyalty. Compared to satisfaction, hotel image had a lesser impact on loyalty as well as being a mediator for the impact of satisfaction on loyalty. The moderating role of hotel ambience in the proposed theoretical framework was also identified. The results offer hoteliers potential strategies/tactics for loyalty enhancement.

The intricate relationships among core service and service encounter performances, customer satisfaction, and switching barriers in the formation of satisfaction and switching intention were examined in this study. A field survey was conducted at upper-midscale hotels. The results of the structural analysis revealed that both core service and service encounter performances significantly affected customer satisfaction, and satisfaction completely mediated the effects of service performances on switching intention. In addition, findings from the tests for metric invariances indicated that components of switching barriers (switching costs, relational investment, and lack of alternatives’ attractiveness) moderated the relationships between satisfaction and switching intention. In particular, the role of satisfaction derived from service performances in decreasing hotel guests’ intention to switch is greater when they perceive high switching costs, relational investment, and lack of alternatives’ attractiveness. Based on study findings, theoretical and practical implications are identified and discussed.

This study aims to identify green-hotel attributes and determinants that contribute to guests’ intention generation for visiting a green hotel and practicing pro-environmental actions during their hotel stay. The study’s results find five dimensions (Customer benefit, Energy efficiency, Water efficiency, Recycling policy and Green characteristic) that underlie 24 green-hotel attributes. Out of the five dimensions, Customer benefit, Energy efficiency, and Green characteristic are found to positively affect pro-environmental value and attitude that in turn enhance intention to practice environmentally friendly actions and visit a green hotel, while pro-environmental value does not trigger pro-environmental attitude. Theoretical and managerial implications are discussed.

This research aimed to identify structural associations among image, satisfaction, trust, lovemarks (love and respect for a particular brand) and brand loyalty for name-brand coffee shops. A total of 401 pieces of data were analyzed through the SPSS and AMOS statistical packages. It was found that customers’ brand love and respect significantly moderated the relationship between trust and brand loyalty, suggesting that the theory of lovemarks is useful to explore the development of generating brand loyalty. It was also shown that brand image was a helpful originator of satisfaction and trust. Moreover, satisfaction affected trust, and brand loyalty and trust were positively related to brand loyalty. The current research contributed to the literature, empirically theorizing brand loyalty formation in the name-brand coffee shop industry.

The purpose of this research was to examine the antecedents and consequences of brand prestige in the luxury cruise industry in order to provide luxury cruise managers with practical strategies for maximizing and utilizing brand prestige. Based on the existing theoretical background, it was hypothesized that eight types of cruise experience factors influence the formation of brand prestige: food quality, service quality, staff/crew attractiveness, entertainment, ship facilities, ports of call, programs/places for children, and cabin quality. In addition, it was proposed that brand prestige can result in three managerial outcomes: well-being perception, customer brand identification, and brand loyalty. A conceptual model was developed and tested using the empirical data collected from 330 U.S. luxury cruise passengers. The results showed that all of the proposed hypotheses were statistically supported. The key theoretical/managerial implications that were derived from the analysis are presented and discussed in the last part of the article.

Our theoretical framework was designed to explain passengers' decision-making process for environmentally responsible cruise products. Specifically, the goals of this study were to investigate passengers' decision formation by employing the Norm Activation Model (NAM), to extend it by integrating the value-attitude-behavior cognitive hierarchy, emotional process, and normative procedure, and to test the moderating impact of non-green alternatives' attractiveness in a cruise context. The measurement quality was found to be adequate. The prediction power of the proposed framework was superior to the original NAM. Findings from the structural model revealed that the hypothesized associations relating study variables within our proposed theoretical framework were generally supported; personal norm acted as significant mediators; and the role of personal norm and social norm in building intentions was salient. Additionally, the hypothesized moderating impact of alternatives' attractiveness in determining intentions was supported.

In view of the increased interest in cruise vacations and limited study on cruises, the purpose of this study was to shed light on an understanding of cruise vacationers’ evaluations of onboard experiences with cruise lines in North America and their loyalty-formation process. The empirical results revealed that interactional quality and outcome quality were significantly and positively associated with novelty and perceived value which in turn, affected satisfaction and loyalty. In addition, perceived price was a significant and negative predictor of perceived value. The moderating function of price sensitivity showed that novelty was more effective in inducing satisfaction in the low price sensitivity group and it was more effective in enhancing perceived value in the high price sensitivity group. Overall, these results help cruise line operators who observe that cruise vacationers have become more demanding on service quality, price, and value. Practical and theoretical contributions are discussed.

This study tested the role of guests’ perceptions regarding hotel practices of water conservation and waste reduction management in increasing hedonic and utilitarian values, and examined the influence of such relationships on guest participation intention in green practices and loyalty intention by considering the moderating effect of environmental concern in the green hotel context. A field survey with a convenience sampling approach was conducted in Vietnam. A total of 289 responses were used for data analysis. The results of this research revealed that hotel practices of water conservation and waste reduction management significantly increased values and pro-environmental intentions, and both hedonic and utilitarian values of green hotel stay acted as mediators. Additionally, environmental concern played a significant moderating role. Overall, we successfully developed a theoretical framework explicating the clear role of the hotel practices of water conservation and waste reduction managements, values, and eco-concern in building guest pro-environmental intentions.

Despite the notable growth of the halal tourism market on the global stage, little research has been offered to observe the intricate procedures involved in Muslim tourists' behaviour toward a non-OIC (‘Organization of Islamic Cooperation’) destination. This study aimed to investigate such behaviour formation by examining the relationships among halal-friendly destination performances, perceived value, destination satisfaction, destination trust, and destination loyalty. A psychometric analytical process was employed to achieve this goal. The findings of the structural analysis revealed that halal-friendly destination performances highly and positively associated with the responsiveness developed constructs, which significantly contribute to predict Muslim tourists' attitudes and future desire toward a destination. In addition, the moderator effect of an overall halal-friendly destination image was evaluated on the conceptual model. Implications for tourism destination developers and marketers are discussed.

In this study, we investigated the process of travelers’ decision formation for bicycle touring as a form of sustainable tourism activity. We extended the theory of planned behavior (TPB), using personal norm and past behavior as predictors and the attractiveness of unsustainable alternatives as a moderator. Results of the modeling comparison showed that our extended TPB model was superior to the original TPB in predicting intention. Our results from the structural analysis revealed that the hypothesized paths linking attitude, subjective norm, perceived behavioral control, personal norm, and intention were supported; and personal norm significantly mediated the impact of subjective norm on intention. Moreover, our proposition that bicycle travelers’ decision-making process would differ based on their level of the attractiveness of unsustainable alternatives was generally supported. Overall, our results help us clearly understand the role of volitional and non-volitional processes, personal norm, past behavior, and the attractiveness of unsustainable alternatives in explaining the intention formation of bike traveling.

This study is designed to explore halal-friendly destination attributes in South Korea and identify the particular role of the attribute factors in forming destination image and behavioral intentions. In order to achieve this objective, a psychometric process was used. A qualitative approach (i.e., interview) was initially employed to identify possible halal-friendly attributes at a non-Muslim destination. Next, Churchill's (1979) procedures (exploratory factor analytic approach) and Gerbing and Anderson's (1988) guidelines (confirmatory factor analytic approach) were used. A structural equation model was proposed to test the impact of identified attributes on its subsequent outcomes. Additional asymmetrical methods were applied to investigate the combination of halal-friendly attributes and necessary conditions leading to the desired outcomes. The outcomes determined five major halal-friendly attributes which can be useful for destination marketers in South Korea to formulate a favorable destination image, elicit repeat visitation, and promote word-of-mouth behaviors.

This study aimed to uncover the role of an airline’s environmental corporate social responsibility in conjunction with building loyalty intentions of its customers while considering the mediating impact of its brand image, love and respect, as well as the moderating effect of environmental concerns. Our results from the structural analysis showed the salient role of environmental corporate social responsibility in determining loyalty intentions, and it was also a significant contributor to improving brand image, love, and respect that acted as significant mediators. Moreover, the results demonstrated a significant moderating effect of environmental concern on the brand respect and loyalty relationship.

Abstract Fostering customer green purchase behavior is a fundamental constituent of an eco‐friendly hospitality firms' success. The present study developed a theory of green purchase behavior (TGPB) that clearly and sufficiently explains customer environmentally responsible buying behavior for green hospitality products, such as green hotels and green restaurants. Mixed methods based on a psychometric approach were used for the development of the theory. Within the theory, attitude, ascribed responsibility, and social norm directly activate the personal norm. These types of activators form based on awareness of consequences, image, ecological worldview, and environmental value. In addition, past behavior increases behavior. This theorization is fully supported and demonstrated through both qualitative and quantitative processes. Green purchase behavior was satisfactorily accounted for by the proposed theory. The TGPB included a stronger prediction power than the existing pro‐social theories, and it is applicable to diverse hospitality/tourism/consumer behavior contexts.

This study sought to examine the impacts of the global coronavirus pandemic on hotel employees’ perceptions of occupational stressors and their consequences. Paired t-tests and structural equation modeling were applied to examine the responses of 758 hotel employees in the United States. The findings showed that occupational stressors after the outbreak of the pandemic consisted of three domains: traditional hotel-work stressors, unstable and more demanding hotel-work-environment stressors, and unethical hotel-labor-practices-borne stressors. The impacts of these stressors differed from the hypothesis that traditional hotel-work stressors positively affect job satisfaction and organizational commitment. The findings showed that job satisfaction and organizational commitment significantly explained job performance, subjective well-being, and prosocial behavior, but they did not significantly influence turnover intention. Hotel employees’ pre-pandemic perceptions of occupational stressors and their consequences also differed significantly from their perceptions after the pandemic had broken out.

Understanding guests' water conservation and towel reuse behaviors is essential as sustainability is recently a vital issue in the hotel industry. Yet, guests' decision formation for such pro-environmental behaviors has not been sufficiently explored. This research filled such a void in the extant literature. Our empirical findings showed that guests' water conservation intention was a significant function of moral norm, anticipated feelings, and water saving behavior in everyday life. Our results also indicated that guests' towel reuse intention was significantly affected by moral norm, social norms, anticipated feelings, and towel reuse behavior in everyday life. Moreover, moral norm and descriptive norm were found to be the most influential factors determining water conservation and towel reuse intentions, respectively. This research adds to the extant literature in hospitality/tourism by providing valuable insights into how normative, affective, and habitual processes relate to guests’ pro-environmental decisions during their stay at a hotel.

Given the lack of empirical research explicating luxury cruise travelers' post-purchase behavior, the present study attempted to test the relationship between cruise travel motivations and satisfaction, and to identify the impact of such association on traveler loyalty by considering the moderating effect of traveler involvement. Measurement instruments for study variables were identified to include a sufficient level of validity and reliability. Results of the structural model assessment generally supported the hypothesized associations. Our theoretical model had a satisfactory level of prediction power for loyalty. Each research variable played a crucial role either as a predictor or mediator. Traveler satisfaction was of utmost importance in building loyalty. Findings from the structural invariance assessment supported the moderating impact of traveler involvement on satisfaction and loyalty. This relationship was stronger when luxury cruise travelers' involvement level was high. Implications for cruise practitioners and researchers are discussed.

As tourists are increasingly putting off their air travel due to the COVID-19 pandemic that has tremendously affected the travel and tourism industry, this study examined the role of negative affect, perceived health risk, perceived uncertainty, and mental wellbeing in forming travel attitudes and temporal avoidance behaviour to global destinations seriously-hit by the COVID-19 pandemic from a U.S. tourist perspective. The cross-sectional online survey showed that negative affect as a result of COVID-19 significantly influenced perceived health risk, which in turn induced mental wellbeing and perceived uncertainty. While mental wellbeing significantly predicted attitudes towards international travel and temporal avoidance behaviour, perceived uncertainty significantly predicted short-term avoidance behaviour. The insight obtained from this study provides a mechanism behind tourist avoidance behaviour in times of global health crises and implications for tourism reliant destinations to develop recovery strategies in coping with the impact of the pandemic.

Since Pakistan is vulnerable to changing climatic conditions, the country needs emergency measures at every level to mitigate their effect. Many studies have addressed Corporate Social Responsibility (CSR) at the macro or institutional level, but its effect at the micro-level is largely ignored in the contemporary literature. The present study aims at filling this gap by highlighting the role of micro-level CSR on Environmental Performance (ENP) and how it is influenced by employees’ pro-environmental (PEB) behavior and gender. This study has been carried out in the context of deteriorating environmental conditions, scarce CSR activities and a male dominant society. Data were collected through a self-administered questionnaire targeting the manufacturing and the service sectors of Pakistan and analyzed through the structural equation modeling technique, using AMOS and SPSS software. The results of this study confirm that micro-level CSR initiatives directly (β = 0.39⁎⁎) and indirectly (β = 0.031⁎⁎) influence the environmental performance of an organization by means of employees’ PEB. A conditional indirect gender effect on this interaction was also observed, with women (β =0.17⁎⁎) exerting a stronger effect than men (β = 0.031⁎⁎). These findings may be helpful for policymakers involved in environmental management: It is possible to reduce the environmental footprint of Pakistan's organizations by encouraging employee's PEB and particularly by actively involving women which are systematically set apart from decision making in Pakistan.

This study aims to explore the relationships among tourist experience quality, perceived value, perceived price reasonableness, tourist satisfaction with tour experience, and loyalty to an island destination by considering the moderating effect of destination image. The survey was distributed in person at an international airport. The findings revealed that tourists’ involvement with tours is the core of perceived value and price reasonableness, which increases tourists’ satisfaction. Perceived value is a stronger mediator between involvement and satisfaction than perceived price reasonableness. The moderating effect of island image is also uncovered. The theoretical and practical implications are discussed based on the findings.

Building on a Value–Belief–Norm (VBN) theory, this study set out to develop a value–belief–emotion–norm model as a comprehensive theoretical framework for explicating customers’ pro-environmental decision-making process in a cruise context. Results of the structural analysis revealed that our model satisfactorily fit the data and the proposed relationships were generally supported. Our sequential framework involving the emotional process was superior to the original VBN model and alternative mediator and moderator models, and explained more effectively the decision formation. Moreover, results showed that the integrated emotional process played a vital role in generating moral norms and intentions. Findings further identified the important mediating nature of belief constructs, anticipated emotion, and personal norms.

We tested the applicability of the push-pull-mooring (PPM) migration theory to travelers' airline selection in order to clarify their switching behavior. Based on the extensive review of the literature and open-ended survey, we identified the constituents of four push, three pull, and four mooring factors. A field survey was conducted at an international airport in South Korea, and a total of 529 complete responses were used for data analysis. Our results showed that the PPM model comprising the second-order factor structure provided an acceptable representation of the observed variables in a comparison with the first-order construct model. Results of the structural analysis also indicated that all PPM categories directly affected switching intention. In addition, mooring dimension had a significant moderating effect on the relationship between pull category and switching intention. However, no moderating effect of mooring factor on the relationship between push factor and switching intention was found.

This study examined the formation of residents’ support for sustainable tourism development based on the social exchange theory and bottom-up spillover theory. A self-administered survey along with a structural analysis was used. Our result revealed that overall quality of life satisfaction influenced support for sustainable tourism development, and that material life domains and non-material life domains were two important determinants of overall QoL. Perceived sociocultural impacts of tourism had a significant relationship with non-material life domains. Perceived economic impacts of tourism influenced both material and non-material life domains. Community attachment and residents’ perceived impacts of tourism were significantly associated.

Building on theories with pro-social and self-interest motives, we developed a new model that comprehensively explains travelers’ pro-environmental decision-making process in an environmentally-responsible cruise context. Results of an online survey and structural model revealed that our theoretical framework which merged a Model of Goal-directed Behavior (MGB) and Norm Activation Model (NAM) had satisfactory accountability for pro-environmental intentions. Its prediction power was greater than that for the MGB and NAM. Findings also showed that integrating the sequential model of the NAM into the model was more effective in explicating an eco-friendly decision-making process than incorporating the alternative moderator model of the NAM. A salient role of personal norm in determining intention was identified; this personal norm and desire were significant mediators. This study is the first to provide a conceptual framework merging the MGB and NAM in the domain of pro-environmental behavior.

The purpose of this empirical study is to investigate the effect of general risk, a multidimensional factor, on halal customer trust, satisfaction and intention to recommend halal food. The study also calculates the mean comparison of trust, satisfaction and intention recommendation across the demographic variables of halal customers. Our results from the structural analysis revealed that general risk has significant and positive effects on trust, satisfaction, and intention to recommend halal food. In addition, the results of the mean difference test advised that satisfaction and intention to recommend halal food are significantly different between male and female customers and that trust significantly varies across halal customers with different educations and marital status backgrounds. This study added a valuable contribution to the current literature of halal food consumption by performing a set of symmetric analytical approaches to assess desired responses from halal food customers.

The tourism industry has been seriously suffering from the coronavirus disease (COVID-19) crisis ever since its outbreak. Given this pandemic situation, the major aim of this study is to develop a conceptual framework that clearly explains the US international tourists' post-pandemic travel behaviors by expanding the theory of planned behavior (TPB). By utilizing a quantitative process, the TPB was successfully broadened by incorporating the travelers' perceived knowledge of COVID-19, and it has been deepened by integrating the psychological risk. Our theoretical framework sufficiently accounted for the US tourists' post-pandemic travel intentions for safer international destinations. In addition, the perceived knowledge of COVID-19 contributed to boosting the prediction power for the intentions. The associations among the subjective norm, the attitude, and the intentions are under the significant influence of the tourists' psychological risks regarding international traveling. The comparative criticality of the subjective norm is found. Overall, the findings of this study considerably enhanced our understanding of US overseas tourists' post-pandemic travel decision-making processes and behaviors.

Scholars have been interested in examining what drives pro-environmental behavior. However, only a few scientific studies have been devoted to analyzing and understanding the pro-environmental behavior of those that are on vacation. Therefore, the current paper contributes to the existing literature by employing a text-mining approach to conduct a full-text analysis of 210 articles and (1) describes pro-environmental conceptualization, (2) presents the important topics and studies that have emerged from the literature, and (3) suggests directions for future research. The eight core topics that were uncovered contributed to discussion of the content of publications, related theories, core constructs, methodologies, main authors, and journals. The paper shows that the literature on pro-environmental behavior uses more quantitative than qualitative approaches and uses structural equations or regression analysis to explore the data. The findings also show that researchers tend to employ well-known theories arising from psychology, sociology, and biology.

The entire service sector has acknowledged the importance of employee creativity. However, the underlying mechanism due to which employees are engaged in creativity has been relatively unexplored. Moreover, where the banking service sector in advanced countries has realized the potential role of employee creativity for a bank's success, the same was not fully realized in the context of a developing country, especially in Pakistan. Against this backdrop, the current study is an effort to explore the underlying mechanism of employee creativity as an outcome of corporate social responsibility (CSR) with the mediating effects of work engagement (WE) and psychological safety (PS) in the banking sector of Pakistan. Data were collected (n = 483) from banking employees through a self-administered questionnaire, which used the paper and pencil method. The hypotheses of the current survey were validated by employing structural equation modeling (SEM) in AMOS software. The results confirmed that employee creativity, as an outcome of CSR, was significantly influenced by the CSR orientation of a bank. Furthermore, PS and WE produced a significant mediation effect (41%) between the relationship of CSR and employee creativity. The findings of the current study are helpful to the banking sector of Pakistan in understanding the CSR-employee creativity mechanism, which is of utmost importance from the standpoint of competition.

This paper draws attention to the critical account of green hotels from various stakeholder perspectives. It reviews why and how the green hotel industry is increasingly involved in green initiatives and what results from such efforts, and underpins green sustainability issues ranging from hotel-oriented to individual-oriented factors. How the stakeholders are involved in the process is also observed. There is obvious indication of conservation and pollution management as the mainstream topic in green hotel studies. This paper suggests directions of research in the realm of green hotels, which could serve as a guide for a better conceptualization of future research.

Abstract This study examines the impact of artificial intelligence (AI) on loss in decision-making, laziness, and privacy concerns among university students in Pakistan and China. Like other sectors, education also adopts AI technologies to address modern-day challenges. AI investment will grow to USD 253.82 million from 2021 to 2025. However, worryingly, researchers and institutions across the globe are praising the positive role of AI but ignoring its concerns. This study is based on qualitative methodology using PLS-Smart for the data analysis. Primary data was collected from 285 students from different universities in Pakistan and China. The purposive Sampling technique was used to draw the sample from the population. The data analysis findings show that AI significantly impacts the loss of human decision-making and makes humans lazy. It also impacts security and privacy. The findings show that 68.9% of laziness in humans, 68.6% in personal privacy and security issues, and 27.7% in the loss of decision-making are due to the impact of artificial intelligence in Pakistani and Chinese society. From this, it was observed that human laziness is the most affected area due to AI. However, this study argues that significant preventive measures are necessary before implementing AI technology in education. Accepting AI without addressing the major human concerns would be like summoning the devils. Concentrating on justified designing and deploying and using AI for education is recommended to address the issue.

Artificial Intelligence (AI) has become essential to Electronic-Commerce technology over the past decades. Its fast growth has changed the way consumers do online shopping. Using the Technology Acceptance Model (TAM) as a theoretical framework, this research examines how AI can be made more effective and profitable in e-commerce and how entrepreneurs can make AI technology to assist in achieving their business goals. In this regard, an online survey was conducted from the online purchasers of e-commerce firms. The Partial Least Square (PLS) Smart was used to examine the data. The broadly used TAM was identified as an appropriate hypothetical model for studying the acceptance of AI technology in e-commerce. The findings of this study show that Subjective Norms positively impact Perceived Usefulness (PU) and Pursued Ease of Use (PEU), trust has a positive effect on PEU, and PEU positively impacts PU and attitudes toward use. Similarly, PU also has a positive effect on attitudes toward use and intention to use. Furthermore, the findings do not support the impact of Trust on PU and attitudes towards behavioural intention to use. Lastly, behavioural intention to use positively impacted the actual use of AI technology. This study adds theoretical and practical knowledge for adopting the TAM model in the E-commerce sector. It helps entrepreneurs to implement the TAM model in their business to use AI in a better and more appropriate way.

This study explores consumers' perceptions of different payment methods (mobile, traditional and cryptocurrency) for hotels and tourism in an international destination, based on the technology acceptance model (TAM). Taking a quantitative research approach, data collected from China and Korea were analyzed using structural equation modeling. The results show that Chinese and Korean consumers’ perceived usefulness, ease of use, and security differ with different payment methods. The findings also reveal different underlying mechanisms that determine Chinese and Korean consumers' intention to visit a destination based on their choice of payment method. This study provides a theoretical basis for future research on crypto-payments and offers pragmatic recommendations for professionals in the hospitality and travel industry in light of the attitudes and intentions of the two countries towards the three payment methods. • Customers' perceptions of three different payment methods in the hospitality and tourism industry are examined. • Chinese and Korean consumers display some differences in their responses to different payment methods. • The technology acceptance model (TAM) was used as a theoretical base. • Security, ease of use, and usefulness were of importance in building customers’ intention to visit a destination.

This study investigates the factors that influence travelers' intentions toward animal ethics in tourism, utilizing innovative statistical techniques, namely GSCAM, necessary condition analysis (NCA), and fuzzy-set qualitative comparative analysis (FsQCA). Through a stringent methodological approach, we tested the structural model, examined necessary and sufficient conditions, and elaborated on potential configurations resulting from the complex interactions of cognitive, affective, and normative antecedents that influence a traveler's intention to support animal ethics in tourism. In doing so, the study contributes novel insights by identifying four types of predictors: 1) necessary and sufficient, 2) necessary but insufficient, 3) unnecessary but sufficient, and 4) unnecessary and insufficient variables. Our results demonstrate that emotional involvement (EI) and moral norms (MN) significantly affect intention toward animal ethics in tourism (INT). Ethical concern (EC) is necessary but not sufficient to induce INT, while MN is both necessary and sufficient for INT.

We investigated the effect of a firm's resource capabilities and interaction processes on the success of IT outsourcing. Grounded in available literature on outsourcing relationship and process theory as well as a resource-based view of the IT resource capability, a conceptual model was composed to examine the causal structure of capability, process, and relationship in IT outsourcing. We identified the firm's resource capability factors and, based on the premise that relationship intensity should be affected by the IT outsourcing process, we developed a first-order factor analysis of resource capabilities in the interactions between the outsourcer and provider. Results of empirical testing using responses from 267 IT outsourcing project teams in Korea supported most of our hypotheses. The integration of corporate IT resource and capability theories with social exchange theory distinguishes our research from that of others, who have generally treated these theories separately.

Research increasingly emphasizes the significance of customer loyalty to a firm's success. In order to provide a clearer understanding of hotel customers' loyalty-formation process, this study proposed and tested an extended Oliver's (1997) four-stage loyalty model by employing a multi-dimensional approach for each attitudinal loyalty stage while considering the moderating impact of inertia. The original model was slightly altered to improve its fit and predictive ability. Results from the structural model generally supported proposed paths among the variables in the model (cognitive, affective, and conative loyalty components and action loyalty) and verified the mediating roles of study variables in forming action loyalty. Further, findings from structural group comparisons using invariance tests indicated that the links from satisfaction to commitment and intention and from intention to action loyalty were stronger for the low inertia group, supporting the moderating role of inertia. Implications are discussed, and limitations of this study are briefly outlined.

Purpose This study aimed at investigating factors that contribute to increasing full‐service restaurant customers' behavioral intentions. Unlike previous research, this study integrated both affective and cognitive contributors to customer satisfaction and relationship quality in explaining customers' behavioral intentions. Design/methodology/approach Data were obtained through a questionnaire survey of full‐service restaurant customers in a selected US metropolitan area. The data were subjected to structural equation modeling through the AMOS 5 program. Findings Among the nine hypothesized paths, six were supported and three new paths were included to improve the model fit. Affect is noted to be a major contributor to both customer satisfaction and behavioral intentions. Customer satisfaction is a direct antecedent to trust but indirect to commitment. Noteworthy is the direct impact of service encounter performance on customer satisfaction. Research limitations/implications Despite making use of a sample drawn from only a few selected areas and employing some constructs that are liable to expansion, the study has implications for the hospitality industry from both the theoretical and practical points of view. Originality/value This study reappraises the contributors to behavioral intentions in restaurant settings, providing valuable insight to managers on attracting and satisfying their customers.

The authors investigated the relationship between image congruence and consumption emotions and the possible influence of this relationship on customer loyalty in the lodging industry. Overall fit of the proposed model and research hypotheses were tested using structural equation modeling. The results showed that their model, which links image congruence, consumption emotions, and customer loyalty, was generally supported, whereas the linkage between social image congruence and consumption emotions was not significant. Findings in this study integrate recent work of image congruence into the growing body of research on the role of consumption emotions in forming customer loyalty in the lodging industry.

The main purposes of the present study were to improve and modify an existing emotion scale to increase its efficacy for assessing upscale restaurant customers’ emotional experiences, and to develop and test a conceptual model of the relationships among emotion factors, their cognitive antecedents, and direct/indirect outcome variables (satisfaction, trust, commitment, and loyalty intentions). Following a survey of 324 upscale restaurant patrons, results confirmed that the modified and improved consumption emotion measurement has a satisfactory level of reliability, validity, and applicability in an upscale restaurant context. Both qualitative and quantitative approaches were used, and a psychometric procedure for scale improvement/modification was thoroughly followed. Findings also revealed that the hypothesized relationships were generally supported, and the proposed model displayed an excellent fit. The significance of comfort and annoyance was identified, and the mediating roles of study variables were verified.

ABSTRACT This study aimed at examining the intention of Japanese tourists to travel to Korea in a medical tourism context by applying the Theory of Planned Behavior (TPB). A total of 237 responses were analyzed via structural equation modeling to test two dimensions of medical tourism models. A total of 14 salient belief items in the health treatment model and 16 salient belief items in the beautification model were identified. Reshaping dimensions of medical tourism and the proved applicability of the TPB extends the knowledge of medical tourism and understanding of Japanese tourists' travel intentions in a medical tourism context. The findings indicate the industry practitioners should put effort into attracting Japanese medical tourists. This research has shown that authorities should influence word-of-mouth information exchange and should seek feedback to develop marketing strategies. Publicity should be coordinated with professional bodies in the originating and destination countries. The research further indicates that regulatory and safety regulations must be in place with easy access to information.

The aim of this research was to test the moderation effects of the Big Five Factors (BFF) of personality on hotel ambience-guests’ consumption emotions–loyalty relationship. This was an attempt to extend the Stimuli–Organism–Response (S–O–R) that has been widely used in consumer studies without integrating personality factors that may exert effects on the relationships. A self-administered questionnaire was distributed to hotel guests; 563 responses were used in data analysis. The results of the structural model affirm the effect of hotel ambience on guests’ consumption emotions, with those emotions having significant effects on loyalty. Among the personality factors, extraversion, openness to experience and agreeableness significantly moderated the relationships, with groups scoring high in traits having stronger relationships than those lower in traits. Overall, the study supports the extension of the S-O-R with the inclusion of personality. Theoretical and practical implications are discussed.

ABSTRACT This study attempted to investigate the relationships among overall service quality (OSQ), customer satisfaction (CS), and behavioral intentions (BI), such as repeat visit intention (RVI) and word-of-mouth intention (WOMI) by considering the moderating role of personal characteristics (gender and age) in an upscale restaurant setting. Structural equation analyses showed that OSQ was an antecedent of CS, and CS was a significant predictor of RVI and WOMI. In addition, metric invariance test revealed that the strength of the relationships among study constructs was, in general, strongly influenced by personal characteristics. Specifically, the CS-RVI link was stronger for women than for men, and the OSQ-CS-WOMI link was stronger for the high-age group than for the low-age group. However, the OSQ-CS-WOMI link was found to be equal across genders, and the influence of age on the CS-RVI link was identical across groups. The findings from this study will provide restaurant managers/marketers with a guideline for developing effective marketing/service strategies for customer retention.

Despite rapid growth in the medical/healthcare-tourism industry, research on the concept of the healthcare hotel, which can be a significant part of this industry, is rare. This study was designed to identify the distinctive attributes of a healthcare hotel—those facets unlikely to be available in regular medical clinics—and to test the role of these identified attributes in building visit intention among international travelers by considering the impact of perceptions/cognitions, affect, and trust. Qualitative and quantitative approaches generated three dimensions (monetary and convenience advantages, personal security, and availability of products/services) involving 23 attributes and validated the assessment tool for them. The results from the structural model revealed that the proposed relationships among study variables are positively and significantly associated. In addition, perceptions/cognitions, affect, and trust were found to be mediators in the proposed theoretical framework. Implications related to the identified attributes and tested relationships are discussed.

This research was designed to investigate the role of bike-tourism attributes, perceived value, satisfaction, desire, and gender in bicyclers' loyalty generation process. We employed a survey methodology. Using the data collected from members of bicycle clubs in China, we conducted a structural analysis and test for metric invariance. Results showed that our theoretical model explained a sufficient amount of the variance in loyalty; the hypothesized relationships in our research framework were generally supported; and cognitive, evaluative, and motivational processes were significant mediators. Moreover, the proposed moderating impact of gender was partially supported. Overall, our empirical findings make a significant contribution to advancing our knowledge of how product attributes, value, satisfaction, and desire are related and how these relationships are affected by gender in the formation of bicycle travelers' loyalty.

The present study (a) examined the effect of image congruence on dimensions of relationship quality (satisfaction and trust) and switching intention, (b) investigated the mediating effect of relationship quality components, and (c) tested the moderating impact of the conspicuousness of product use on the links among these variables. A survey was conducted at luxury restaurants in a metropolitan city. Overall fit of the proposed model and research hypotheses were tested through structural equation modeling and a series of modeling tests for metric invariance. The results showed that social and ideal social image congruencies had a critical role in explaining relationship quality and switching intention; relationship quality components significantly mediated the influence of image-congruence factors on intention; and conspicuousness of product use was found to affect the image-congruence components (satisfaction links), the social image congruence (trust link), and the trust (switching intention link). The findings emphasize the significance of study variables in decreasing restaurant customers’ intention to switch.

This study sought to provide a clear understanding of hotel guests’ post-purchase decision-making process, and whether it occurred in an environmentally responsible manner. Volitional, emotional, experiential, and habitual processes imperative in pro-social/pro-environmental consumer behavior were successfully integrated into the Norm Activation Model (NAM). Results of the structural model and metric-invariance test with 316 samples gathered via an online survey indicated that the extended norm activation framework comprising such important processes and interpretation of the NAM as a sequential model was more effective in predicting guests’ pro-environmental intention than the original NAM and the rival model, which offered an alternative interpretation of the NAM (moderator model). Additionally, the prominent role of moral norm was evident; this personal obligation served to mediate the proposed theoretical framework. Our results also generally supported hypothesized associations among study constructs. Our theoretical model provided a sufficient level of prediction power for guests’ pro-environmental intentions.

A theory particularly designed to explain re-buying decision formation is lacking. This research developed and tested a theory of repurchase decision-making (TRD) that more comprehensively explains individuals’ post-purchase decision-making processes. Two studies were conducted in a full-service restaurant setting for the development of this theory. Specifically, important factors generating the repurchasing intention were identified through an exploratory qualitative approach in Study 1. In this qualitative approach, a new set of belief items and salient referents in a re-buying decision-making process were also identified. The proposed model merging the model of goal-directed behavior (MGB) with identified factors and belief constructs from Study 1 were tested in the second study. Our results demonstrated that incremental amounts of total variance in the re-buying decision were explained by the TRD. Newly integrated constructs in combination with the original variables in the MGB were found to play a critical role in the re-buying decision-making process. The implications of this study are presented and discussed.

The main goal of this research was to merge the theory of planned behavior and the norm activation theory into one model and test its applicability in an environmentally responsible museum context. A filed survey was conducted at museums. Structural equation modeling was used to test research hypotheses. Results of the structural model comparisons revealed that the prediction power of our integrated model was superior to that of the theory of planned behavior and the norm activation theory. The proposed relationships among research constructs were generally supported. The mediating role of study variables was established. Additionally, the salient role of personal norm and attitude in generating museum travelers’ pro-environmental intention was identified. Overall, there was a strong support for the proposed theoretical model.

Purpose This study attempts to answer the following questions: can the Big Five factors (BFF) of personality facilitate a social comparison (SC) of hotel guests? Can the BFF explain the emotional responses of hotel guests? Do SC and consumption emotions mediate the influence of personality on hotel guests' levels of satisfaction?

This study developed a study model to unearth the influences of the symbolic manifestation of luxury service consumption. During an extensive cross-disciplinary literature review process, other variables such as the snob effect, bandwagon effect and hedonic effects were identified as influencing prestige consumption. Moreover, gastronomic involvement and knowledge were also proposed to explain customers’ willingness to pay a price premium for a luxury gastronomic experience. 373 effective samples were subjected to structural equation analysis. Michelin-starred restaurant patrons in Korea were chosen to represent luxury restaurant customers. The results supported all but one of the hypotheses. The final dependent variable, willingness to pay a premium price, was explained by 57.1% of the total variance. Gastronomic involvement accounted for an astonishing 95.3% of the total variance explained. The findings of this study show important evidence that patronizing luxury restaurants can be a representation of success and has a strong interpersonal influence.

AbstractWith the increasing concern for ecological issues among hotel customers, this study pursues an investigation of customers' perceptions of hotels' core business in association with green practices and the resulting purchase-related loyalty (i.e. intentions to visit, accept price premiums, and recommend). In addition, the study examines the moderating role of environmental concerns in the relationships among perceptions of hotels' green practices and loyalty components. A survey of tourists using hotels showed that customers related hotels' core businesses and green practices positively, which consequently affected customers' purchase intentions toward the hotels. This study is unique in academia in that it investigates the fit theory for the hospitality industry by considering the impact of environmental concerns, while employing environmental practices as an emerging social cause, which is, increasingly, important for the society. This study is beneficial by providing hotel managers with insight into hotel customers' decision-making processes regarding green practices.Keywords: green practicesperceived fithotel's core businessloyaltyenvironmental concerns AcknowledgementThis work was supported by the Gachon University research fund of 2012 (GCU-2012-R084).

Few studies have been conducted of whether in-flight cabin and in-flight attributes influence air travelers' selection of a low-cost airline. This study developed an integrative model to investigate relationships between ambient conditions, space/function, cognitive and affective evaluations, satisfaction, and behavioral intentions. The relative importance of ambience and space/function in forming intentions, and a mediating impact of cognitive and affective evaluations and passenger satisfaction, were also examined. A survey was conducted on international low-cost airlines while in-flight. Overall, findings derived from a structural model indicated that air quality, temperature, layout, and equipment/amenities significantly induce favorable cognitive and affective evaluations and satisfaction, thereby influencing passengers' positive behavioral intentions. Additionally, mediating impacts of some variables were found. The findings offer meaningful implications for marketing researchers and practitioners in the low-cost airline industry.

This research aims to shed new light on peculiar on-board working conditions by adopting the widely recognized and well-established job demands–job resources theory and extending its model to the work engagement and well-being of cruise ship employees. Cross-sectional survey and partial least squares path modeling tool are used. Results confirm that job demands negatively affect cruise ship employees’ well-being. This finding is important because it demonstrates how the negative effect of job demands on work engagement is buffered by cruise ship employees’ individual strategies such as coping, recovery from work-related effort, and optimization and compensation. By contrast, job resources positively affect work engagement and well-being, and work engagement exerts a positive effect on well-being. This study successfully consolidates the literature on job demands, job resources, work engagement, and well-being to determine the complex essence of the work engagement and well-being of cruise ship employees.

The purpose of this study was to understand the role of other customer perceptions (OCP) in the formation of luxury cruise travelers’ social value, brand attachment, and willingness to pay a price premium. Based on a literature review, theoretical causal relationships between study variables were proposed. During the theory-building process, it was hypothesized that travelers’ face-consciousness levels could play a moderating role in the relationship between OCP and social value. The proposed hypotheses were empirically tested using data collected from 342 U.S. travelers who had taken a luxury cruise. Based on the results of data analysis, it was found that all three dimensions of OCP are critical factors in the formation of social value. More importantly, it was revealed only face-conscious travelers feel social value when they identify with the other upper-class passengers on a luxury cruise. The managerial implications of these findings are discussed.

This study investigated the relationships among cognition, emotion, sensory, well-being perception, satisfaction, word-of-mouth, and intention to revisit airline lounges. Results of the structural analysis revealed that travelers’ overall perceptions of well-being were more dependent on the cognitive and sensory dimensions of the lounge experience, and cognitive evaluation was more influential than sensory evaluation in enhancing this perception of well-being. Our results indicated that travelers’ perceived well-being with regard to the airline lounge experience induced high levels of satisfaction. Moreover, it was identified that this perception of well-being was not enough to generate travelers’ positive word-of-mouth, but it did ensure their repatronage.

The present study aimed to examine patrons’ loyalty generation process for a chain coffee shop brand by considering the role of cognitive drivers, affective drivers, brand satisfaction, and relationship commitment. A field survey was conducted in chain coffee shops located in the popular shopping districts of a metropolitan city in South Korea. The proposed model was evaluated by using a structural equation analysis. The results revealed that cognitive and affective factors were in general significantly interrelated; such associations along with brand satisfaction and relationship commitment significantly influenced brand loyalty; and, the brand satisfaction was the most important contributor to building brand loyalty. In addition, the mediating role of study variables was identified. Overall, the proposed theoretical framework contained a sufficient level of explanatory power for brand loyalty. With a lack of research about coffee shop customers’ purchasing behavior, the findings can be meaningfully used for the enhancement of customer loyalty.

This study was designed to identify the intricate associations among emotional rewards (compliment, opportunity, empowerment, and recognition), material rewards (promotion, certificate, incentive, and special leave), job satisfaction, burnout, affective commitment, job performance, and turnover intention in the hotel sector. A field survey method with a quantitative approach was used. Our results from multiple regression analysis revealed that emotional and material rewards and their dimensions are of importance in the formation of affective commitment, job performance, and turnover intention. In addition, findings from the series of mediation analysis revealed that job satisfaction and burnout played a complete/partial mediating role within the proposed theoretical framework. Overall, this research can help hotel researchers better understand the role of rewards and help practitioners develop an efficient reward system for hotel employees.

Despite its importance, young vacationers’ waste reduction and recycling decision formation remains unknown. This research was designed to investigate the intricate associations among social norms (descriptive and injunctive), willingness to sacrifice, and personal norm by developing a theoretical framework for young vacationers’ waste reduction and recycling intentions. The impact of gender was also examined. A quantitative approach employing a structural equation modeling was utilized. Our results revealed that descriptive norm, injunctive norm, and willingness to sacrifice were significant activators of personal norm. In addition, the direct impact of descriptive and injunctive norms on pro-environmental intentions was found. Personal norm acted as a mediator. Moreover, the proposed theoretical framework was further broadened by the significant moderating effect of gender on the injunctive norm–intentions linkage. Overall, this research helps researchers and practitioners better understand young international vacationers’ waste reduction and recycling intentions while traveling.

The food service industry has already observed that a merely good quality of products/services cannot make a business successful and has emphasized the importance of delivering unique and memorable experiences. Grocerants meet customer demand by filling the roles of grocery stores and restaurants, while offering novel and special experiences to customers. This study explores the unique experiences staged in grocerants by applying the experience economy and associates such experiences to brand prestige, customer perceived value, and loyalty. Data was collected at grocerants in Korea, using a mall-intercept survey. Our results identify the positive effects of entertainment and escapist experiences on brand prestige which significantly triggers functional, hedonic, social, and financial values. The three values (functional, hedonic, and financial) also affect loyalty. Overall, the proposed theoretical framework sufficiently accounts for customer loyalty. This study was the first attempt to investigate grocerant patrons’ behaviors and thus includes a high degree of originality.

As the use of international airports has been increasing, airports have emerged as a remarkable background in the tourism industry. To address this, the present study aimed at (1) investigating the relationships among the variables of airport physical environments, customer emotion, and satisfaction, (2) verifying which attribute of airport physical environments has significant impact on customer emotion, and (3) examining the mediating role of emotion between airport physical environments and customer satisfaction. The snowball method was introduced to collect the data. According to the findings from the structural analysis, three components of airport physical environments had decisive effects on pleasure. However, most of airport physical environments were insignificant on arousal, and arousal had invalid impact on satisfaction. Customer emotion was found as a partial mediator between the identical attributes of airport physical environments and customer satisfaction. Discussions and implications for airport practitioners, limitations, and suggestions for future research were also provided.

Understanding visitors' pro-environmental behavior is vital as sustainability is currently a critical issue in the museum industry, yet visitors' pro-environmental decision-making process has not been sufficiently investigated. This study fills this void in the extant tourism literature. While the theoretical base for comprehending the nature of museum visitors' pro-environmental behaviors is still in the introduction stage, our proposed framework for encouraging pro-environmental behavior among museum visitors including cognitive variables, affective variables, willingness to sacrifice, connectedness to nature and pro-environmental intentions was supported through empirical testing. The present study also contributes to helping museum researchers and practitioners clearly understand the dynamic role of each study construct in generating museum visitors' intentions for environmentally responsible behaviors while visiting a museum.

Purpose This study aims to test the relationships among involvement, perceived price, perceived quality, affective satisfaction, perceived value, attitudinal loyalty and behavioral loyalty in the cruise line industry. In addition, this study attempted to identify whether the differences in these variables exist across first-time and repeat cruise customers. Design/methodology/approach The web-based survey was used. A total of 403 complete responses were used for data analysis. Anderson and Gerbing’s (1988) two-step approach was used to achieve study objectives. Findings The t -test analyses demonstrated that repeat cruise customers expressed significantly lower perceived price and higher affective satisfaction, perceived value and behavioral loyalty than first-time cruise travelers. The structural equation modeling results revealed that involvement has an important role in loyalty generation process. However, the structural model did not significantly differ across first-time and repeat customers. Practical implications Overall, the results indicated the critical needs to develop individuals’ interest in cruise vacation with a particular cruise line. Cruise line operators who undertake promotion efforts that enhance people involvement with their cruise line should result in greater likelihood of choosing the same cruise line in the future. Originality/value With a lack of research about cruise line involvement and loyalty, this research contributes to theoretical understanding of intricate attitudinal and behavioral loyalty generation process across first-time and repeat cruise passengers.

This study intended to frame the specific role of corporate social responsibility (CSR) in customer retention process by taking into account the mediating impact of brand attitude, service quality, and satisfaction while investigating the moderating impact of brand love in the chain restaurant industry. Using covariance-based structural equation modeling on 330 responses, our results show that economic, ethical, and philanthropic CSR are important contributors towards increased brand attitude and service quality. Interestingly, the aforementioned relationships contributed to enhanced customer retention. Our findings also revealed how brand love has a significant moderating impact on the relationship between brand attitude and retention, while brand attitude being a salient factor in determining retention. The present study provides a deeper understanding of chain restaurant CSR strategy and valuable insights for the chain restaurant industry, by demonstrating that specific CSR activities affect patrons’ brand attitude and customer retention.

Quality of in-flight food and beverage is undoubtedly one of the most important requisites for passengers’ pleasurable flight experiences in the full-service airline industry. Nonetheless, little is known about its role in forming re-flying intention. The present research successfully addressed this omission by uncovering the positive relationships among multiple quality factors of in-flight food and beverage (core, external, and delivery), price reasonableness, airline image, satisfaction, and re-flying intention in an empirical manner. Specifically, our findings verified the effectiveness of the higher-order structure of in-flight food and beverage quality that significantly enhances passengers’ perceived reasonableness of price, airline image, and satisfaction in their re-flying decision-making process. Our empirical result also identified the mediating impact of price, image, and satisfaction. Moreover, the result of the metric-invariance test demonstrated the significant moderating impact of passenger attachment to in-flight food and beverage on re-flying intention formation. Implications for theory and practice are discussed.

This study explores the relationships among destination attributes, Chinese travelers' experience quality, trip satisfaction, and intention to revisit the destination, taking Jeju Island as an example. A total of 286 responses were collected using the paper-based survey. The data was analyzed utilizing confirmatory factor analysis (CFA) and structural equation modeling (SEM). The results show that the various destination attributes influence Chinese tourists' experience quality either positively or negatively. The quality of experience plays a role as a significant antecedent of tourists' trip satisfaction as well as mediator between a destination attribute and satisfaction. The effect of trip satisfaction on intention to revisit the island is also significant. This research reveals the underlying process of forming Chinese travelers' intentions for island tourism taking their perceptions of destination attributes, experience quality and trip satisfaction into account. Based on the results, theoretical and practical implications, limitations, and suggestions for future research are discussed.

Given that little research has considered cognitive, affective, normative, and moral drivers altogether in accounting for individuals' eco-friendly decisions, the present study addressed this omission in the convention industry by demonstrating the vital impact of such factors on attendees' environmentally responsible decision-making processes. Cognitive, affective, normative, and moral factors were found to play a significant role in the proposed theoretical framework. Our model explained a satisfactory amount of the total variance in environmentally-friendly intentions. That is, our model adequately explicated convention travelers' pro-environmental decision formations. We believe that this research makes a meaningful contribution to advancing knowledge of how cognitive, affective, normative, and moral triggers are related in determining convention travelers' intentions to practice eco-friendly activities, accept inconveniences for the sake of environmental protection, and recommend other attendees to engage in environmentally responsible behaviors.

This study extends the current knowledge of behavioral intention of space travelers based on motivation and risk antecedents of undertaking a space trip. Using cumulative prospect theory, we develop and test research models to investigate sufficient motivation and risk antecedents on behavioral intention, to explore complex combinations of above antecedents (i.e., causal recipes) leading to both high and low scores of behavioral intention, and to identify necessary motivation and risk antecedents to achieve desired behavioral outcome. The results revealed that although motivations appeared as sufficient and necessary antecedents, risk antecedents play a dominant role such that risks can diminish the effects of motivations in shaping desired behavioral intention of space travelers. Theoretical and practical implications are discussed.

The Job Demand–Control and Job Demand–Control–Support (JDCS) models are theoretical approaches that are commonly used to understand the relationship among work characteristics, health, and well-being. In the European context, minimal studies on the main effects and multiplicative model in relation to individual well-being have been conducted. To fill this significant research gap, the present study analyzed the relationship among job demands, job control, social support, and the well-being of certain occupational groups in the European hospitality sector. The JDCS model is critical for the future of the hospitality industry due to its significant role in employees’ well-being, strain, and conflict. Different logistic regression models were employed to test the proposed hypotheses. Findings of the data collected from approximately 2000 hospitality employees (a heterogeneous sample in a homogeneous occupational field given the need to use additional homogeneous samples for improved analysis) in Europe confirm the strain (only among managers) and iso-strain hypotheses of the JDCS model across three occupational groups.

This study was designed to identify the attributes of a halal-friendly hotel and evaluate the role of these attributes in motivating the behavioral intentions of Muslim customers. Qualitative and quantitative approaches identified 30 validation and reliability items involving five distinctive dimensions, which included halal-friendly service, facilities, foods and beverages, privacy, and customer-service equality. The findings from the structural model indicate that the proposed model sufficiently explains the variance in intentions; three attributes were positively related to cognitive evaluation, and four attributes had significant influence on affective evaluation. In addition, the results indicated that cognitive and affective evaluation worked as mediators.

In today’s globalized world, it has become challenging for organizations to prevent environmental damage and decay as they are the major contributors to these concerns. Researchers in the field of organizational behavior and sustainable development have been concentrating on the role of corporate leaders in deriving employee green behavior (EGB). Despite a few early attempts in this emerging field, no precise antecedents and mechanisms have been established so far. Accordingly, this research contributes to this emerging debate by examining how and under what conditions ethical leadership affects EGB. This study investigates the impact of ethical leadership on EGB through the mediation of green psychological climate (GPC) and the boundary condition of environmental awareness. This research uses social learning theory to derive hypotheses. This study empirically examines the underlying framework by conducting two surveys with time-based breaks to collect multilevel data from 410 employees working in four private and public sector universities and hospitals in Pakistan. We conducted multilevel path analysis through Mplus and confirmed a statistically significant positive effect of ethical leadership on GPC that ultimately translates to EGB. Further, the contingency of environmental awareness strengthens the indirect impact of ethical leadership on EGB through the mediation of GPC. Our findings reveal various ways by which organizations can strategically focus on employee green behavior, such as saving energy, wastage, and recycling.

The presence of milk in meals and products consumed daily is common and at the same time the adoption of a milk-free diet increases due to milk allergy, lactose intolerance, vegan diets, and others. Therefore, there is an increasing demand for plant-based beverages, which present variable and, sometimes, unknown nutritional characteristics. This study sought to compare the nutritional aspects of plant-based beverages used as substitutes for cow’s milk described in scientific studies. Therefore, we used a review of the scientific literature on PubMed, Google Scholar, Scopus, Web of Science, Google Patents, Embase, and ScienceDirect databases. The inclusion criteria were scientific studies referring to plant-based beverage used as an alternative to cow’s milk; published in the English language; present data on the serving size, ingredients, and nutritional composition, containing at least data on energy and macronutrients of plant-based beverages. Ingredients and data on energy, macronutrients, and, if available, dietary fiber and some micronutrients of plant-based beverages were collected. Data were obtained from 122 beverages of 22 different matrices, with soy being the most used (27.87%, n = 34). The variation in the amount of nutrients found was 6–183 Kcal/100 mL for energy value; 0.00–22.29 g/100 mL for carbohydrate; 0.06–12.43 g/100 mL for protein; 0.00–19.00 g/100 mL for lipid; 0.00–4.40 g/100 mL for dietary fiber; 0.00–1252.94 mg/100 mL for calcium; 0.04–1.40 mg/100 mL for iron; 0.84–10,178.60 mg/100 mL for magnesium; 0.00–343.43 mg/100 mL for sodium. Salt was the most commonly found added ingredient in plant-based beverages. Some beverages have reached certain amounts of cow’s milk nutrients. However, studies have pointed out differences in their qualities/types. Thus, attention is needed when replacing milk with these alternatives.

Abstract The present study was an empirical endeavor to explore the effect of nature‐based solutions (NBS) on the customer and employee loyalty generation process by considering the role of mental health and well‐being in the hotel industry. A quantitative approach was employed. A survey methodology with a convenience sampling technique was used to collect the data. A total of 303 responses and 301 responses for customer and employee groups, respectively, were used for data analysis. Our results of the structural analysis indicated that green indoor and outdoor environment as NBS helps customers and employees improve mental health perception, emotional well‐being, and loyalty. In addition, the prominent role of emotional well‐being in building customer loyalty and of mental health perception in building employee loyalty was uncovered. The developed conceptual frameworks for customers and employees contained a satisfactory ability in predicting loyalty. Mental health perception and emotional well‐being were mediators. Moreover, the relationship strength among study variables differed between customer and employee groups. Overall, our findings significantly increased our understanding of NBS and its critical role in the hotel industry.

Recognizing the notable growth of rural tourism in China, this research aimed to take Anji County as a case to comprehend the role of rural tourism destination performances in affecting destination image and predicting satisfaction and loyalty. The empirical outcomes revealed that the higher-order construct of rural tourism performance significantly and positively influenced responsiveness constructs. Additionally, the moderating effect of tourist expectation was also demonstrated. This study provided certain guidance and reference for both academics and rural tourism industry practitioners to deepen the knowledge on investigating the associations among tourist expectation, rural tourism performance, destination image, tourist satisfaction and loyalty.

This study examines the relationships among the perceived value of a loyalty program, customer satisfaction with a loyalty program, affective commitment, switching barriers, and customer brand loyalty in the hotel context. An online survey method with a quantitative approach was used. Our results from a structural equation model revealed that the perceived value of a loyalty program is essential in the formation of customer brand loyalty. Lastly, findings from an indirect analysis showed that affective commitment and switching barriers mediated the relationship between the perceived value of a loyalty program and customer brand loyalty. Overall, our research will help researchers and practitioners demonstrate to the industry that the loyalty program is a crucial strategy for customer loyalty and helps develop competitive loyalty programs for success.

Despite the importance of the theory of planned behavior (TPB) and norm activation model (NAM) in explicating revisit intention, predictions based on the merging of these theories remain sparse in the youth volunteer tourism segment. To understand revisit intention formation, a meta-analysis is performed to draw a macro conclusion using prosocial studies as a representative of volunteer tourism in investigating the predictive power of the aforementioned-merged theories. Subsequently, latent growth curve modeling is applied to extend the understanding of tourist type identification to volunteer tourism research. The introduction of NAM into TPB marginally adds value to predictive power.

This study aims to analyse the human dimension of the European hospitality industry. The working conditions (e.g. employment, physical, psychosocial and organisational circumstances) of servers against a control group of employees from other service industries are scrutinised. The crucial factors that affect psychological well-being or discomfort are identified. Results confirm the precariousness attributed to servers, who represent one of the most relevant and visible professions in the hospitality industry. The working conditions of servers are unnecessarily more precarious than those in other service industries. However, such conditions differ in certain aspects. A logistic regression model is used to identify the working conditions that determine the psychological well-being and verify the difference from those in other service industries.

While volunteer tourism has been gaining in popularity around the world, few studies have looked into the travelers’ re-participation intention within a pro-social context. This study aimed to develop and test a new conceptual framework that explains the volunteer travelers’ behavioral intention formation in the context of a pro-social activity. It employed three theories, which include the norm activation model, the theory of planned behavior, and the personal values, as a theoretical basis that considers the altruistic and egoistic aspects of the travelers’ psychological response to volunteer tourism. A total of 375 quantitative surveys were obtained from Korean travelers who voluntarily completed a non-profit global volunteer tourism program during the spring in 2019. Using a structural equation modelling analysis, the study’s results verified that the proposed model connecting the personal values, the norm activation model, and the theory of planned behavior was a satisfactory predictive model that explains the travelers’ re-participation intention in volunteer tourism. Additionally, subjective well-being was found to be a significant moderator between the re-participation intention and its predictors. The study sheds light on the role of personal and social factors in volunteer tourism.

Little is known regarding how the tourists will perceive the post-pandemic travel particularly when planning to travel to the most affected global destinations. This study was designed in response to the COVID-19 pandemic and its adverse impact on the travel and tourism industry. It primarily investigated the key factors of the U.S. tourists' destination attachment and the intentions to return to European and Asian destinations after the pandemic. A total of 367 participants were involved in the web-based survey. The results of the structural equation modeling demonstrated that in the event of a pandemic (1) the corporate social responsibility and the perceived response efforts were critical to generate the destination attachment and the approach behavioral intentions, (2) monetary promotions were not sufficient to generate the destination attachment and approach the behavioral intentions to the international destinations, and (3) the health preventive behavior and the destination attachment were important direct predictors of the approach behavioral intentions. These key findings could assist the travel and tourism companies to more effectively overcome the adverse impact of the pandemic on their businesses.

This study aimed to explore the distinctive attributes of a smart hotel, the concept of a future hotel, and examined their influence on the progression of customers’ visit intention formation through anticipated customer experience quality and anticipated emotions. Through a series of in-depth interviews as a qualitative approach the determining attributes of a smart hotel were derived. The quantitative process categorized the underlying dimensions of a smart hotel’s attributes, which are convenience and control, maintenance and safety, untact environment, and personalization. Our result from the structural analysis empirically discovered the role of identified attributes in customers’ visit intention formation. Implications are discussed.

The promising global Muslim tourism market has raised the level of competition among international hotel players in many countries. Given the lack of studies investigating the service quality of halal-friendly hotels, the present study was conducted to examine the critical associations among service quality attributes, perceived price, satisfaction, trust, and revisit intention. A robust structural model was developed to achieve this objective, and a two-step analytical approach was used to test the construct measurement and the proposed structural models. The result of the structural model revealed various outcomes. It emphasized the significant relationships between the study variables directly and indirectly either as predictors or mediators. The study also evaluated the role of the moderating effect of involvement. The results supported the significant relationship on satisfaction and revisit intention only when the hotel's Muslim guest has a high level of involvement. The results of the study and its implications are discussed.

The current COVID-19 cruise tourism crisis has evolved to epic proportions and placed some of the cruise lines on the verge of bankruptcy. This research aimed to gain a deeper understanding of the crisis. Using an inductive qualitative approach, interviews were conducted with eight frequent cruisers who were at home and eight cruise ship employees who were employed by various cruise companies and who were working on cruise ships during the COVID-19 cruise tourism crisis. The findings revealed a systematic failure within the cruise industry management to understand the COVID-19 pandemic. Results of this study highlight the importance of health-related perceived risks on the nature and impact of the COVID-19 cruise tourism crisis. This study supports the overall theory of cruise tourism and crisis management by extending the chaos theory and its principals on the COVID-19 cruise tourism crisis. The managerial implications for cruise lines are outlined.

This article aims to provide a critical view of the global scientific production involved in cruise tourism study. Global references in this field were identified and emphasised for managing existing data to establish ‘bridges’ among researchers. Scientometric analysis was conducted on publications about cruise tourism in mainstream journals integrated into Web of Science. This methodology enabled us to identify current topics, relevant journals, authors, institutions, profitable countries, ‘visible’ and ‘invisible’ collaborative colleges and the research areas considered as the epicentre of the cruise tourism debate. A significant contribution of this work is the use of indicators at the three levels of scientometric complexity, i.e. scientific activity, impact and relational character.