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Digital transformation and the new combinations in tourism: A systematic literature review 旅游业的数字化转型与新组合:系统文献综述
IF 3.5 Q1 Social Sciences Pub Date : 2023-08-28 DOI: 10.1177/14673584231198414
Ives Gutierriz, João J. Ferreira, P. Fernandes
This study aims to analyse the research involving the evolution and development of digital transformation and the new combinations in tourism development. To this end, a systematic literature review was conducted in the Scopus and Web of Science databases, which gathered 167 studies published between 1997 and 2023, representing the final sample analysed in this review. The results allow the identification of three main findings: i) there are four thematic groups - Digital Marketing, Digital Economy, Education and Hospitality and Free Digital; ii) there is a growing interest in the research of this topic and the use of available technologies for the development of tourism companies and their businesses and the respective wider economy; and, iii) digital transformation tends to be a positive factor when applied to the tourism sector. This research further proposes a framework that provides a detailed description of these studies with key issues and contributions from the available literature.
本研究旨在分析涉及数字转型的演变和发展以及旅游发展中的新组合的研究。为此,在Scopus和Web of Science数据库中进行了系统的文献综述,收集了1997年至2023年间发表的167项研究,代表了本综述中分析的最终样本。研究结果可以确定三个主要发现:i)有四个主题小组——数字营销、数字经济、教育和酒店以及免费数字;ii)人们对这一主题的研究以及利用现有技术发展旅游公司及其业务和各自更广泛的经济越来越感兴趣;以及,iii)数字转型在应用于旅游业时往往是一个积极因素。这项研究进一步提出了一个框架,详细描述了这些研究的关键问题和现有文献的贡献。
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引用次数: 0
Satisfaction and Dissatisfaction in Wine Tourism: A User-Generated Content Analysis 葡萄酒旅游中的满意与不满意:用户生成内容分析
IF 3.5 Q1 Social Sciences Pub Date : 2023-07-26 DOI: 10.1177/14673584231191989
R. Meneses, Carlos Brito, Bárbara Lopes, R. Correia
Consumer satisfaction plays a critical role in the success and survival of tourism organizations, including wine tourism. This study aims to identify the determinants of satisfaction and dissatisfaction in wine tourism experiences using a customer-centric approach and analyzing user-generated content. The analysis reveals that satisfaction and dissatisfaction in wine tourism are influenced by different factors, supporting the two- and three-factor theories. Common themes among satisfied and dissatisfied tourists include wine, visits, and related circuits. The study validates online reviews as a valuable source of information and introduces a qualitative content analysis methodology for wine tourism research. Theoretical implications demonstrate that satisfaction in wine tourism is multidimensional, reinforcing existing theories and expanding knowledge of sensory experiences and motivating factors. Managerially, the findings highlight the critical success factors of wine and related activities, emphasizing the need for continuous improvement. Dissatisfiers, such as waiting time and employee performance, can lead to a competitive disadvantage, while satisfiers like wine tastings and aesthetics present opportunities for enhancing customer satisfaction and gaining a competitive advantage. This research contributes to the body of knowledge by shedding light on the specific determinants of satisfaction and dissatisfaction in wine tourism experiences. It underscores the importance of a customer-centric perspective, validates online reviews as a data source, and enhances understanding of the multidimensional nature of satisfaction in wine tourism. The study offers insights for researchers and managers, suggesting alternative measurement tools and encouraging further exploration of sensory aspects and motivations.
消费者满意度对包括葡萄酒旅游在内的旅游组织的成功和生存起着至关重要的作用。本研究旨在通过以客户为中心的方法和分析用户生成的内容,确定葡萄酒旅游体验中满意度和不满意度的决定因素。分析表明,葡萄酒旅游的满意度和不满意度受不同因素的影响,支持了二因素和三因素理论。满意和不满意游客的共同主题包括葡萄酒、参观和相关线路。该研究验证了在线评论是一种有价值的信息来源,并为葡萄酒旅游研究引入了定性内容分析方法。理论启示表明,葡萄酒旅游的满意度是多维的,强化了现有的理论,拓展了感官体验和激励因素的知识。从管理角度来看,研究结果突出了葡萄酒和相关活动的关键成功因素,强调了持续改进的必要性。等待时间和员工表现等不满意可能会导致竞争劣势,而品酒和美学等满意则为提高客户满意度和获得竞争优势提供了机会。这项研究揭示了葡萄酒旅游体验中满意度和不满意度的具体决定因素,为知识体系做出了贡献。它强调了以客户为中心的观点的重要性,验证了在线评论作为数据来源的有效性,并增强了对葡萄酒旅游满意度多维本质的理解。这项研究为研究人员和管理人员提供了见解,提出了替代的测量工具,并鼓励对感官方面和动机进行进一步探索。
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引用次数: 0
What do you value based on who you are? Big five personality traits, destination value and electronic word-of-mouth intentions 基于你是谁,你看重什么?五大个性特征,目的地价值和电子口碑意图
IF 3.5 Q1 Social Sciences Pub Date : 2023-07-24 DOI: 10.1177/14673584231191317
Mina Fanea-Ivanovici, H. Baber, I. Salem, Marius-Cristian Pană
The travel and tourism sector (TTS) is an important source of jobs and revenues for any country. The recent COVID-19 pandemic has shattered some industries more than others, with the TTS being one of the most affected ones in Romania. Recovery of TTS is, therefore, critical due to its significant share in the country’s GDP. Electronic word-of-mouth (e-WOM) has recently become a strong instrument that voices the experiences of customers in the online environment and further determines consumption of tourism services by other people. The choice of a tourist destination depends on a decision involving evaluations of economic, emotional, social and altruistic values attached to that destination. These evaluations can determine electronic word-of-mouth (e-WOM) intentions as tourists need to share their experiences. Using PLS-SEM ( n=469) on the Romanian tourist population, the research hereby checks the influence of the big five personality traits (BFPT): openness, conscientiousness, extraversion, agreeableness, and neuroticism on the destination values. This research also aims to analyze the relationship between the big five personality traits and e-WOM intentions, using the mediating role of destination value, in choosing a tourist destination in Romania. Results are useful both for tourism operators and industry policy makers.
旅游业(TTS)是任何国家就业和收入的重要来源。最近的COVID-19大流行对一些行业的打击比对其他行业更大,而TTS是罗马尼亚受影响最严重的行业之一。因此,TTS的复苏至关重要,因为它在该国国内生产总值中所占的份额很大。电子口碑(e-WOM)最近已经成为一种强有力的工具,它在网络环境中表达顾客的体验,并进一步决定其他人对旅游服务的消费。旅游目的地的选择取决于对该目的地附带的经济、情感、社会和利他价值的评估。这些评价可以确定电子口碑(e-WOM)的意图,因为游客需要分享他们的经验。本研究利用PLS-SEM (n=469)对罗马尼亚旅游人群进行调查,检验了开放性、严谨性、外向性、亲和性和神经质这五大人格特质对目的地价值观的影响。本研究还旨在利用目的地价值的中介作用,分析罗马尼亚旅游目的地选择中的五大人格特质与e-WOM意向之间的关系。研究结果对旅游经营者和行业决策者都很有用。
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引用次数: 2
Influence of individual and social values on customer engagement in luxury thermal spa hotels: The mediating roles of perceived justice and brand experience 个人价值观和社会价值观对豪华温泉酒店顾客参与的影响:感知公正和品牌体验的中介作用
IF 3.5 Q1 Social Sciences Pub Date : 2023-07-13 DOI: 10.1177/14673584231188847
Arnold Japutra, S. Loureiro, S. Molinillo, Haryani Primanti
This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model was assessed using partial least squares structural equation modeling. The results show that individual values affect perceived justice and brand experience, which in turn contribute to a higher level of customer engagement. Brand experience is a better mediator of the relationship between individual values and customer engagement than perceived justice. The novelty of this study is highlighted by the mediating effects of perceived justice and brand experience on the relationship between individual values and customer engagement.
本研究旨在检验在温泉酒店环境下管理服务失败后,价值观(即个人和社会价值观)如何影响客户参与度,以及感知正义和品牌体验的中介作用。数据来自对葡萄牙豪华温泉酒店客人的调查,并使用偏最小二乘结构方程模型对研究模型进行了评估。结果表明,个人价值观影响感知公正和品牌体验,进而有助于提高客户参与度。品牌体验是个人价值观和客户参与度之间关系的更好中介,而不是感知正义。本研究的新颖之处在于感知正义和品牌体验对个人价值观和客户参与之间关系的中介作用。
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引用次数: 1
Striking a paradoxical balance: Shakespearean insights for hospitality management 一个矛盾的平衡:莎士比亚对酒店管理的见解
IF 3.5 Q1 Social Sciences Pub Date : 2023-07-09 DOI: 10.1177/14673584231188917
Mohammad Shahidul Islam
This paper examines how Shakespeare’s thoughts on hospitality still resonate with modern-day hotel guests. Focusing on three plays - Romeo and Juliet, Macbeth, and The Tempest - we analyze the nuances of hospitality as depicted by Shakespeare and explore the implications of his insights for modern hotel managers. Shakespeare’s portrayal of hospitality as paradoxical highlights the importance of balancing customer expectations and corporate goals to enhance guest satisfaction and loyalty. Drawing from the mentioned plays, we propose practical strategies for creating a hospitable environment and building positive guest-employee reciprocity and relationships. This paper provides significant conceptual implications for the hospitality industry and offers actionable insights by proposing a business model for hotel managers to adapt Shakespearean hospitality concepts into practice.
本文探讨了莎士比亚关于好客的思想是如何在现代酒店客人中产生共鸣的。以《罗密欧与朱丽叶》、《麦克白》和《暴风雨》三部戏剧为中心,我们分析了莎士比亚笔下好客的细微差别,并探讨了他的见解对现代酒店经理的启示。莎士比亚将热情好客描述为自相矛盾,强调了平衡客户期望和企业目标以提高客人满意度和忠诚度的重要性。从上述剧本中,我们提出了创造热情好客的环境和建立积极的员工互惠关系的实用策略。本文为酒店业提供了重要的概念启示,并通过为酒店经理提出一种商业模式来将莎士比亚的酒店理念付诸实践,提供了可操作的见解。
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引用次数: 0
Going digital with multisided-platforms: Assessing the innovation adoption process from the perspectives of travel agents 利用多边平台实现数字化:从旅行社的角度评估创新采用过程
IF 3.5 Q1 Social Sciences Pub Date : 2023-07-01 DOI: 10.1177/14673584231186535
Suhaib Aamir, N. Atsan, Mohammad Saud Khan
Travel agents’ adoption of digital technologies to digitally transform their businesses has seen a rapid surge in recent years in the tourism industry. Multisided Platforms (MSPs) have been one of those digital technologies that digitally transformed brick-and-mortar travel agents to have access to online tools and modules for searching, comparing, and booking travel content. This study examines the factors that are taken into consideration by travel agents in the three phases of the adoption process, namely, pre-adoption, during-adoption, and post-adoption phases. A qualitative study was taken up for this purpose and seventeen semi-structured interviews were conducted with international travel agents. The findings of this study were twofold. First, the findings of the study adhered to the existing factors of the diffusion of innovation (DOI) model such as relative advantage, compatibility, complexity, trialability, and observability, as crucial factors for adopting MSPs. Second, the findings of the study extended the DOI model by proposing two other factors, supportability, and integrability, which were deemed crucial by travel agents when adopting MSPs. The study shows that as part and parcel of the DOI model, travel agents by adopting MSPs get access to global content from multiple-channels and multiple-providers easily and securely. The study discusses practical and theoretical implications.
近年来,旅行社采用数字技术对其业务进行数字化转型的做法在旅游业迅速兴起。多边平台(MSP)是对实体旅行社进行数字化改造的数字技术之一,使其能够访问用于搜索、比较和预订旅行内容的在线工具和模块。本研究考察了旅行社在收养过程的三个阶段,即收养前、收养期间和收养后阶段所考虑的因素。为此进行了一项定性研究,并对国际旅行社进行了17次半结构化访谈。这项研究的结果是双重的。首先,研究结果坚持了创新扩散(DOI)模型的现有因素,如相对优势、兼容性、复杂性、可试验性和可观察性,作为采用MSP的关键因素。其次,该研究的结果扩展了DOI模型,提出了另外两个因素,即可支持性和可积性,旅行社在采用MSP时认为这两个因素至关重要。研究表明,作为DOI模式的一部分,旅行社通过采用MSP,可以轻松安全地从多个渠道和多个提供商访问全球内容。该研究讨论了实际和理论意义。
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引用次数: 0
The effect of health-perceived risks on domestic travel intention: The moderating role of destination image 健康感知风险对国内旅游意愿的影响:目的地形象的调节作用
IF 3.5 Q1 Social Sciences Pub Date : 2023-06-21 DOI: 10.1177/14673584231172376
Asad A. Aburumman, Mohamed Abou-Shouk, Nagwa Zouair, M. Abdel-Jalil
Domestic travel is a significant path to revive tourism during crises. Tourist destinations use it to compensate for the decline in international tourist arrivals. This study aims to investigate the influence of risks of health crises on domestic travel intention in the UAE, Egypt, and Jordan. It also measures the moderation role of destination image to decrease the impact of health-perceived risks on local travel intentions. A questionnaire was addressed to domestic tourists in the three countries (i.e. UAE, Egypt, and Jordan) to collect data and findings revealed that health risks are of negative influence on local travel intention, and that safe destination image partially decreases the negative impact of perceived risks on travel intentions. Significant implications for destination planners and marketers are then presented.
在危机期间,国内旅行是振兴旅游业的重要途径。旅游目的地利用它来弥补国际游客数量的下降。本研究旨在调查健康危机风险对阿联酋、埃及和约旦国内旅行意愿的影响。它还衡量了目的地形象的调节作用,以减少健康感知风险对当地旅行意向的影响。对三个国家(即阿联酋、埃及和约旦)的国内游客进行了问卷调查,以收集数据。调查结果显示,健康风险对当地旅行意向有负面影响,安全的目的地形象部分降低了感知风险对旅行意向的负面影响。然后介绍了对目的地规划者和营销人员的重要影响。
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引用次数: 0
Benefit-triggered or trust-guided? Investigation of customers’ perceptions towards AI-adopting hotels amid and post COVID-19 pandemic 利益导向还是信任导向?在COVID-19大流行期间和之后,调查客户对采用人工智能的酒店的看法
IF 3.5 Q1 Social Sciences Pub Date : 2023-06-20 DOI: 10.1177/14673584231184161
K. Ghazi, H. Kattara, I. Salem, Mohammad Nabil Shaaban
This research exhibits and empirically validates an expansion of the Unified Theory of Acceptance and Use of Technology (UTAUT2) and integrates artificial intelligence (AI) and pandemic threats to explain customers’ utilitarian-versus-emotional behavioral intentions towards AI-adopting hotels amid and post-COVID-19. Utilizing data gathered from 416 customers, the findings confirmed that customers’ perceived importance of AI amid and post-COVID-19 has a direct positive effect on their behavioral intentions towards hotels adopting those technologies, with perceived benefits of technology playing a more significant mediating role than customers’ trust intervening in that correlation. This provides evidence for the utilitarian perception of customers during crises and offers updated insights into the dynamics that constitute and trigger hotel customers’ behavioral intentions toward AI. The results provide hoteliers with a valid understanding and rationalization of how to utilize AI to address customers’ crucial concerns and interests amid and post-COVID-19 and in similar crises.
本研究展示并实证验证了技术接受和使用统一理论(UTAUT2)的扩展,并整合了人工智能(AI)和大流行威胁,以解释客户在COVID-19期间和之后对使用AI的酒店的效用主义-反对情绪行为意图。利用从416名客户收集的数据,研究结果证实,在新冠肺炎期间和之后,客户对人工智能的感知重要性对他们对采用这些技术的酒店的行为意图有直接的积极影响,与客户的信任相比,技术的感知利益在这种相关性中发挥着更重要的中介作用。这为危机期间客户的功利感知提供了证据,并为构成和触发酒店客户对人工智能的行为意图的动态提供了最新的见解。研究结果为酒店经营者提供了一个有效的理解和合理化,即如何利用人工智能来解决客户在COVID-19期间和之后以及类似危机中的关键问题和利益。
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引用次数: 0
Reflections on hypermobility: A study of business travelers during the COVID-19 pandemic 对过度流动性的思考:对2019冠状病毒病大流行期间商务旅行者的研究
IF 3.5 Q1 Social Sciences Pub Date : 2023-06-13 DOI: 10.1177/14673584231184160
Orit Unger, Natan Uriely
The temporary cessation of air travel imposed by the COVID-19 pandemic provided business travelers with an opportunity to mentally “zoom out” and reflect on their suspended hypermobile lifestyle. The present study used these circumstances to reexamine three key issues in the literature pre-pandemic: (a) the costs and benefits of a hypermobile lifestyle; (b) the justification of business trips given the option of online meetings; and (c) the role of tourism in shaping the business trip experience. An interpretive analysis of in-depth interviews with grounded business travelers conducted at the height of the pandemic revealed that the lack of frequent travel improved work-life balance but evoked a longing for tourism-related experiences, such as change, novelty, and pleasure. Grounded business travelers also proclaimed that the lack of physical proximity to colleagues caused by the suspension of travel was followed by difficulties in generating new business relationships and nurturing creativity at work. The study presented the costs and benefits of immobility as a reverse image of hypermobility, reinforcing the notion of hypermobility as a stressful but exciting lifestyle. It showed that physical proximity with colleagues cannot be fully replaced by online meetings, supporting the opinion that stresses the need for business trips. By suggesting that tourism-related experiences serve as anchor points for the reconstruction of memories and longing in the minds of grounded business travelers, the study confirmed that tourism-related experiences are important components of business trips.
新冠肺炎大流行导致的航空旅行暂时停止,为商务旅行者提供了一个在精神上“缩小”并反思他们暂停的超移动生活方式的机会。本研究利用这些情况重新审查了流行病前文献中的三个关键问题:(a)过度流动生活方式的成本和收益;(b)在选择在线会议的情况下,出差的理由;(c)旅游在塑造商务旅行体验中的作用。在疫情最严重的时候,一项对被禁商务旅行者的深度访谈进行的解释性分析显示,缺乏频繁的旅行改善了工作与生活的平衡,但唤起了对与旅游相关的体验的渴望,如变化、新奇和快乐。“脚踏实地”的商务旅行者还表示,由于旅行暂停,他们无法与同事进行身体接触,因此很难建立新的业务关系,也很难在工作中培养创造力。该研究将不动的成本和收益作为过度动的反面,强化了过度动作为一种有压力但令人兴奋的生活方式的概念。研究表明,与同事的身体接触不能完全被在线会议取代,这支持了强调出差必要性的观点。研究表明,与旅游相关的体验是在脚踏实地的商务旅行者的头脑中重建记忆和渴望的锚点,证实了与旅游相关的体验是商务旅行的重要组成部分。
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引用次数: 0
They sell Shawarma and pain: How do refugee entrepreneurs include host-country citizens? Evidence from a non-Western country 他们兜售Shawarma和痛苦:难民企业家如何将东道国公民包括在内?来自非西方国家的证据
IF 3.5 Q1 Social Sciences Pub Date : 2023-06-10 DOI: 10.1177/14673584231182992
Mohamed Mousa, Hala A. Abdelgaffar
The aim of this paper is to explore how Syrian entrepreneurs in Egypt might ensure the inclusion of Egyptian employees in their restaurants in return for gratitude for the good treatment they receive from that country. The empirical sample comprises 54 semi-structured interviews with employees working full-time in restaurants owned by Syrians in Egypt. The findings showed that the previous disappointments and hardships of the refugees shape their way of thinking and behaving. The interviews indicated that Syrian refugees in Egypt return the gratitude they receive from their host country with long working hours, low financial incentives, and second-class treatment for their Egyptian employees. Moreover, the findings also indicated that guaranteeing Syrian entrepreneurs ongoing action resources (access to education, health, the labour market), emancipative values (ongoing tolerance from the host-country citizens) and civic entitlement (laws to secure freedom for Syrian refugees) might result in him or her feeling like the master that the citizens of the host country should please because he has suffered a lot in his country of origin.
本文的目的是探讨在埃及的叙利亚企业家如何确保埃及员工加入他们的餐厅,以换取对他们从该国得到的良好待遇的感激。实证样本包括对埃及叙利亚人拥有的餐馆全职员工的54次半结构化访谈。调查结果表明,难民以前的失望和苦难影响了他们的思维和行为方式。采访表明,在埃及的叙利亚难民回报了他们从东道国得到的感激之情,他们的工作时间长,经济激励低,埃及雇员受到二等待遇。此外,调查结果还表明,保障叙利亚企业家的持续行动资源(获得教育、卫生、劳动力市场),解放价值观(东道国公民持续的宽容)和公民权利(确保叙利亚难民自由的法律)可能会让他或她觉得自己是东道国公民应该取悦的主人,因为他在原籍国遭受了很多痛苦。
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引用次数: 0
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Tourism and Hospitality Research
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