Pub Date : 2023-08-31DOI: 10.1177/00472875231195740
Michelle I-Chieh Yang
Efforts to promote inclusivity of marginalized groups in tourism have mainly focused on people with disabilities, seniors, and ethnic minorities. However, other marginalized groups such as plus-size travelers have been neglected. The Plus-Size Travel Movement draws attention to travel restrictions and ostracization from the market due to body size and intersectional identities. This study is the first of its kind to address this phenomenon. It aims to unpack the plus-size travel movement through a netnographic analysis of four major online movement platforms. The analysis reveals how community leaders mobilize with different discourses to politicize travel for plus-sized individuals and empower the community. This research seeks to stimulate further scholarly discussion about expanding theoretical approaches that examine consumer marginalization in tourism consumption beyond its current scope. It also provides recommendations for the industry, including engaging with plus-size travel influencers to establish more inclusive practices and policies and following the movement on social media closely to identify ways to enhance the experience of plus-size travelers.
{"title":"Unpacking the Plus-Size Travel Movement","authors":"Michelle I-Chieh Yang","doi":"10.1177/00472875231195740","DOIUrl":"https://doi.org/10.1177/00472875231195740","url":null,"abstract":"Efforts to promote inclusivity of marginalized groups in tourism have mainly focused on people with disabilities, seniors, and ethnic minorities. However, other marginalized groups such as plus-size travelers have been neglected. The Plus-Size Travel Movement draws attention to travel restrictions and ostracization from the market due to body size and intersectional identities. This study is the first of its kind to address this phenomenon. It aims to unpack the plus-size travel movement through a netnographic analysis of four major online movement platforms. The analysis reveals how community leaders mobilize with different discourses to politicize travel for plus-sized individuals and empower the community. This research seeks to stimulate further scholarly discussion about expanding theoretical approaches that examine consumer marginalization in tourism consumption beyond its current scope. It also provides recommendations for the industry, including engaging with plus-size travel influencers to establish more inclusive practices and policies and following the movement on social media closely to identify ways to enhance the experience of plus-size travelers.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44144373","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This research investigates residents’ pro-environmental behavior from the unique perspective of government-resident interactions. Guided by social movement theory, how local governments regulate residents’ waste-sorting behavior in Chinese rural tourism destinations is assessed. This longitudinal study (lasting from 2016 to 2022) uses participant observation, in-depth interviews ( N = 25), and secondary data as the key research techniques. The dual roles of local governments (i.e., resource mobilization and power redistribution) jointly shape residents’ pro-environmental behavior in the waste-sorting campaign. Resource mobilization enhances knowledge of waste-sorting and raises individuals’ environmental consciousness. Power redistribution within groups activates social networks in rural communities and changes groups’ social capital to influence residents’ collective behavior. Results are discussed in relation to how the organizational-level resource mobilization and power redistribution influence the individual-level environmental psychological and sociological factors in shaping residents’ waste-sorting behavior. Practical recommendations are offered for sustainable tourism management from a social interaction perspective.
{"title":"Resource Mobilization and Power Redistribution: The Role of Local Governments in Shaping Residents’ Pro-Environmental Behavior in Rural Tourism Destinations","authors":"Jianxing Wu, Xiongzhi Wang, Haywantee Ramkissoon, Mao-Ying Wu, Yingzhi Guo, A. Morrison","doi":"10.1177/00472875231191983","DOIUrl":"https://doi.org/10.1177/00472875231191983","url":null,"abstract":"This research investigates residents’ pro-environmental behavior from the unique perspective of government-resident interactions. Guided by social movement theory, how local governments regulate residents’ waste-sorting behavior in Chinese rural tourism destinations is assessed. This longitudinal study (lasting from 2016 to 2022) uses participant observation, in-depth interviews ( N = 25), and secondary data as the key research techniques. The dual roles of local governments (i.e., resource mobilization and power redistribution) jointly shape residents’ pro-environmental behavior in the waste-sorting campaign. Resource mobilization enhances knowledge of waste-sorting and raises individuals’ environmental consciousness. Power redistribution within groups activates social networks in rural communities and changes groups’ social capital to influence residents’ collective behavior. Results are discussed in relation to how the organizational-level resource mobilization and power redistribution influence the individual-level environmental psychological and sociological factors in shaping residents’ waste-sorting behavior. Practical recommendations are offered for sustainable tourism management from a social interaction perspective.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48920403","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-28DOI: 10.1177/00472875231193596
N. Meenakshi, A. Dhir, Raj V. Mahto, J. Nicolau, Puneet Kaur
The recent COVID-19 pandemic was a large-scale, prolonged crisis for the tourism industry. However, there has been an unprecedented surge in travel in the post-pandemic period. This study explores the motivation and coping strategies employed by travelers in the post-pandemic period. A multi-stage qualitative study was undertaken using three waves of data collection with travelers who engaged in revenge tourism in the post-pandemic period. Findings revealed that disengagement was the main motivation to travel during this period. Three coping strategies were employed by travelers to overcome the crisis—engaging in growth, seeking strength, and hope and cautious optimism. Coping strategies employed by travelers enabled them to overcome the tensions experienced during the pandemic lockdown. These findings present a clear delineation of how travelers recover from the adversities of a pandemic crisis to travel again in its aftermath, thus contributing significantly to the tourism literature.
{"title":"Travelers’ Coping Strategies in the Backdrop of Revenge Tourism","authors":"N. Meenakshi, A. Dhir, Raj V. Mahto, J. Nicolau, Puneet Kaur","doi":"10.1177/00472875231193596","DOIUrl":"https://doi.org/10.1177/00472875231193596","url":null,"abstract":"The recent COVID-19 pandemic was a large-scale, prolonged crisis for the tourism industry. However, there has been an unprecedented surge in travel in the post-pandemic period. This study explores the motivation and coping strategies employed by travelers in the post-pandemic period. A multi-stage qualitative study was undertaken using three waves of data collection with travelers who engaged in revenge tourism in the post-pandemic period. Findings revealed that disengagement was the main motivation to travel during this period. Three coping strategies were employed by travelers to overcome the crisis—engaging in growth, seeking strength, and hope and cautious optimism. Coping strategies employed by travelers enabled them to overcome the tensions experienced during the pandemic lockdown. These findings present a clear delineation of how travelers recover from the adversities of a pandemic crisis to travel again in its aftermath, thus contributing significantly to the tourism literature.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47471684","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-21DOI: 10.1177/00472875231191708
M. Kim, C. M. Hall, Namho Chung, Minseong Kim, Kwonsang Sohn
Fifty percent of emissions must be cut by 2030 and net zero emissions by 2050 to keep global warming below 1.5°C. Transport is a major component of tourism’s contribution to climate change. Therefore, encouraging tourists to use less energy intensive public transport is an important strategy in reducing tourism emissions. Despite the crucial role of public transport for sustainable tourism, the area remains substantially under researched and theoretically uninformed. To fill the research gap, an extended-value-belief-norm (EVBN) model was created and assessed, including environmental, social, and governance (ESG) factors, air quality, and climate change, and comparing the Sustainable Development Goals (SDGs) groups of fair distribution, efficient allocation, and sustainable scale. Results revealed that an EVBN model well explains tourist behavior for public transport, showing the significant distinct effect of ESG components and SDG groups in the research model, and providing theoretical and managerial insights with respect to tourist use of public transport.
{"title":"What Makes Tourists Use Public Transport? Value-Belief-Norm Theory, Environmental, Social, and Governance Factors, and the Sustainable Development Goals","authors":"M. Kim, C. M. Hall, Namho Chung, Minseong Kim, Kwonsang Sohn","doi":"10.1177/00472875231191708","DOIUrl":"https://doi.org/10.1177/00472875231191708","url":null,"abstract":"Fifty percent of emissions must be cut by 2030 and net zero emissions by 2050 to keep global warming below 1.5°C. Transport is a major component of tourism’s contribution to climate change. Therefore, encouraging tourists to use less energy intensive public transport is an important strategy in reducing tourism emissions. Despite the crucial role of public transport for sustainable tourism, the area remains substantially under researched and theoretically uninformed. To fill the research gap, an extended-value-belief-norm (EVBN) model was created and assessed, including environmental, social, and governance (ESG) factors, air quality, and climate change, and comparing the Sustainable Development Goals (SDGs) groups of fair distribution, efficient allocation, and sustainable scale. Results revealed that an EVBN model well explains tourist behavior for public transport, showing the significant distinct effect of ESG components and SDG groups in the research model, and providing theoretical and managerial insights with respect to tourist use of public transport.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49283407","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-19DOI: 10.1177/00472875231190601
Nisreen Ameen, J. Cheah, F. Ali, D. El‐Manstrly, Roberta Kulyciute
Drawing on the theory of sociology of trust and risk, this study proposes and empirically tests a conceptual model of tourists’ new destination visit intentions. The model links tourists’ subjective knowledge to trust and risk perceptions and explores the moderating effects of social media influencers (human vs. virtual) and tourists’ psychographic factors in this context. Data were collected from two studies: Study 1, through a survey distributed to participants in Malaysia ( n = 493 valid responses); and Study 2, through a between-subjects design experiment with another sample of participants in Malaysia ( n = 470 valid responses). The findings expand knowledge in tourism research by showing that destination trust mediates how subjective knowledge influences perceived risk. Optimism and life satisfaction have significant moderating effects in this context. Furthermore, the relationship between destination trust and visit intention is moderated by human and virtual influencers, according to whether their message is positive or negative.
{"title":"Risk, Trust, and the Roles of Human Versus Virtual Influencers","authors":"Nisreen Ameen, J. Cheah, F. Ali, D. El‐Manstrly, Roberta Kulyciute","doi":"10.1177/00472875231190601","DOIUrl":"https://doi.org/10.1177/00472875231190601","url":null,"abstract":"Drawing on the theory of sociology of trust and risk, this study proposes and empirically tests a conceptual model of tourists’ new destination visit intentions. The model links tourists’ subjective knowledge to trust and risk perceptions and explores the moderating effects of social media influencers (human vs. virtual) and tourists’ psychographic factors in this context. Data were collected from two studies: Study 1, through a survey distributed to participants in Malaysia ( n = 493 valid responses); and Study 2, through a between-subjects design experiment with another sample of participants in Malaysia ( n = 470 valid responses). The findings expand knowledge in tourism research by showing that destination trust mediates how subjective knowledge influences perceived risk. Optimism and life satisfaction have significant moderating effects in this context. Furthermore, the relationship between destination trust and visit intention is moderated by human and virtual influencers, according to whether their message is positive or negative.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48239380","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-18DOI: 10.1177/00472875231183162
R. Egger
Contemporary consumer behavior is characterized by its multidimensionality and complexity, which, at the same time, pushes traditional segmentation approaches to their limits. In response, this methodological study proposes a multistage machine learning-based segmentation process using semiotic-semantic community detection. This innovative method was conducted exemplarily and evaluated on a representative sample of 1,101 German travelers. The main contribution of this study lies in the novel use of word vectors, which result from assigning a semiotic meaning to travel-type images. Thus, high-dimensional data could be used during the segmentation process, overcoming several classical segmentation problems. By using semantic similarities, tourists could be grouped and represented in their multidimensionality. From a theoretical perspective, this study was inspired by postmodern tourism practices in order to better understand the (oftentimes) hybrid and multilayered behaviors of tourists. To make this innovative approach reproducible, recommendations for implementation and all necessary data have been provided.
{"title":"Vectorize Me! A Proposed Machine Learning Approach for Segmenting the Multi-optional Tourist","authors":"R. Egger","doi":"10.1177/00472875231183162","DOIUrl":"https://doi.org/10.1177/00472875231183162","url":null,"abstract":"Contemporary consumer behavior is characterized by its multidimensionality and complexity, which, at the same time, pushes traditional segmentation approaches to their limits. In response, this methodological study proposes a multistage machine learning-based segmentation process using semiotic-semantic community detection. This innovative method was conducted exemplarily and evaluated on a representative sample of 1,101 German travelers. The main contribution of this study lies in the novel use of word vectors, which result from assigning a semiotic meaning to travel-type images. Thus, high-dimensional data could be used during the segmentation process, overcoming several classical segmentation problems. By using semantic similarities, tourists could be grouped and represented in their multidimensionality. From a theoretical perspective, this study was inspired by postmodern tourism practices in order to better understand the (oftentimes) hybrid and multilayered behaviors of tourists. To make this innovative approach reproducible, recommendations for implementation and all necessary data have been provided.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45061210","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-18DOI: 10.1177/00472875231191514
M. Kim, C. M. Hall, Ohbyung Kwon, Kwonsang Sohn
Since reusable launch vehicles have revolutionized access to space, space tourism has received enormous policy and research attention. However, such growth is occurring within a wider context of concerns over climate change, emissions, and space debris. Although the space industries have enormous environmental impacts, few studies have been undertaken on the sustainability of space tourism. Therefore, we aim to create and assess an extended value-beliefs-norms theory with environmental, social, and governance (ESG) factors, trust in artificial intelligence (AI), and the benefits of AI, in comparing three types of space tourism (Earth, suborbital, and orbital). To achieve the goals, multi-method analyses of 1,000 respondents were applied, including partial least squares-structural equation modeling, multi-group analysis, fuzzy-set Qualitative Comparative Analysis, and deep learning. Results revealed that the extended value-belief-norm model well explains space tourist behavior, ESG also has significant roles on the research model, and the three types have unique characteristics.
{"title":"Effects of Value-Belief-Norm Theory, ESG, and AI on Space Tourist Behavior for Sustainability With Three Types of Space Tourism","authors":"M. Kim, C. M. Hall, Ohbyung Kwon, Kwonsang Sohn","doi":"10.1177/00472875231191514","DOIUrl":"https://doi.org/10.1177/00472875231191514","url":null,"abstract":"Since reusable launch vehicles have revolutionized access to space, space tourism has received enormous policy and research attention. However, such growth is occurring within a wider context of concerns over climate change, emissions, and space debris. Although the space industries have enormous environmental impacts, few studies have been undertaken on the sustainability of space tourism. Therefore, we aim to create and assess an extended value-beliefs-norms theory with environmental, social, and governance (ESG) factors, trust in artificial intelligence (AI), and the benefits of AI, in comparing three types of space tourism (Earth, suborbital, and orbital). To achieve the goals, multi-method analyses of 1,000 respondents were applied, including partial least squares-structural equation modeling, multi-group analysis, fuzzy-set Qualitative Comparative Analysis, and deep learning. Results revealed that the extended value-belief-norm model well explains space tourist behavior, ESG also has significant roles on the research model, and the three types have unique characteristics.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42387600","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-17DOI: 10.1177/00472875231190602
Robin Chark, G. McCartney
Picking up nuances of facial expression is a crucial part of frontline employee–guest interaction, yet little is known about its neurocognitive mechanism. We use a neuroimaging approach to explore the individual differences in cognitive processing style of front-of-house (FoH) employees by comparing their brain structures with those back-of-house (BoH). A voxel-based morphometry analysis of 63 senior hotel executives’ brain images reveals that the grey matter volume in the occipital and fusiform face areas of FoH employees is greater than that of BoH employees and does not depend on the length of frontline experience. These regions have been implicated in facial expression recognition that is critical to the success in frontline roles. Our findings support the social brain hypothesis. To support sophisticated social cognition, resources are diverted to brain development associated with facial expression recognition. This development trajectory follows deferred adaptation, rather than conditional adaptation, proposed in developmental evolutionary psychology.
{"title":"What is Unique in the Brains of Frontline Employees? A Structural Neuroimaging Study","authors":"Robin Chark, G. McCartney","doi":"10.1177/00472875231190602","DOIUrl":"https://doi.org/10.1177/00472875231190602","url":null,"abstract":"Picking up nuances of facial expression is a crucial part of frontline employee–guest interaction, yet little is known about its neurocognitive mechanism. We use a neuroimaging approach to explore the individual differences in cognitive processing style of front-of-house (FoH) employees by comparing their brain structures with those back-of-house (BoH). A voxel-based morphometry analysis of 63 senior hotel executives’ brain images reveals that the grey matter volume in the occipital and fusiform face areas of FoH employees is greater than that of BoH employees and does not depend on the length of frontline experience. These regions have been implicated in facial expression recognition that is critical to the success in frontline roles. Our findings support the social brain hypothesis. To support sophisticated social cognition, resources are diverted to brain development associated with facial expression recognition. This development trajectory follows deferred adaptation, rather than conditional adaptation, proposed in developmental evolutionary psychology.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42279226","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-11DOI: 10.1177/00472875231191713
A. Dimache, Zhuolin Qiu
Shared symbolism and ideology at dark heritage sites construct the narrative of a collective national destiny. Visitors’ experiences with such sites necessarily involve decoding signs and symbols. The commonality in interpretative practices is rooted in “collateral knowledge” and forms the identity of place. Yet, cultural materiality, collective identities, and semiotics have been overlooked by dark tourism academia. In broader tourism studies, semiotic attempts lack methodological homogeneity and congruence and efforts to transpose Charles Peirce’s semiotic theory into practical experiential methodologies are scarce. This study introduces a practical, systematic, and replicable semiotic methodology for reading the identity of dark heritage sites. This methodology revolves around three interconnected Peircean concepts: the sign, the collateral knowledge, and the sign’s relationship to its dynamical object. It is proposed that reading the indexical, iconical, and symbolical functions of signs through the filter of collateral knowledge can ensure a systematic meaning-making process and reveal subtle influences.
{"title":"Reading the Identity of Dark Heritage Sites: A Peircean Semiotic Methodology","authors":"A. Dimache, Zhuolin Qiu","doi":"10.1177/00472875231191713","DOIUrl":"https://doi.org/10.1177/00472875231191713","url":null,"abstract":"Shared symbolism and ideology at dark heritage sites construct the narrative of a collective national destiny. Visitors’ experiences with such sites necessarily involve decoding signs and symbols. The commonality in interpretative practices is rooted in “collateral knowledge” and forms the identity of place. Yet, cultural materiality, collective identities, and semiotics have been overlooked by dark tourism academia. In broader tourism studies, semiotic attempts lack methodological homogeneity and congruence and efforts to transpose Charles Peirce’s semiotic theory into practical experiential methodologies are scarce. This study introduces a practical, systematic, and replicable semiotic methodology for reading the identity of dark heritage sites. This methodology revolves around three interconnected Peircean concepts: the sign, the collateral knowledge, and the sign’s relationship to its dynamical object. It is proposed that reading the indexical, iconical, and symbolical functions of signs through the filter of collateral knowledge can ensure a systematic meaning-making process and reveal subtle influences.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43769084","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-09DOI: 10.1177/00472875231190610
M. Borghi, Marcello M. Mariani
Service scholars seem to have empirically overlooked the impact of service robots in the overall customer evaluation of tourism services. This study addresses this gap by leveraging three-factor theory and electronic Word-Of-Mouth data to assess human-robot interaction’ influence on customer satisfaction. Text analytics are deployed alongside a penalty-reward contrast technique on almost 70,000 online reviews spanning 44 hotels worldwide that incorporated service robots into their operations. Customer satisfaction with hospitality services is significantly increased by positive service robots’ performance, while no significant effect is associated with negative service robots’ performance. The traveler type does not moderate the relationship between service robots’ performance and customer satisfaction. These findings, confirmed through Propensity Score Matching, reveal that service robots constitute an “excitement factor” in hospitality service offerings, thus providing a strong incentive for their integration into the workforce. Policymakers are urged to proactively facilitate the transition to a more automated service economy.
{"title":"Asymmetrical Influences of Service Robots’ Perceived Performance on Overall Customer Satisfaction: An Empirical Investigation Leveraging Online Reviews","authors":"M. Borghi, Marcello M. Mariani","doi":"10.1177/00472875231190610","DOIUrl":"https://doi.org/10.1177/00472875231190610","url":null,"abstract":"Service scholars seem to have empirically overlooked the impact of service robots in the overall customer evaluation of tourism services. This study addresses this gap by leveraging three-factor theory and electronic Word-Of-Mouth data to assess human-robot interaction’ influence on customer satisfaction. Text analytics are deployed alongside a penalty-reward contrast technique on almost 70,000 online reviews spanning 44 hotels worldwide that incorporated service robots into their operations. Customer satisfaction with hospitality services is significantly increased by positive service robots’ performance, while no significant effect is associated with negative service robots’ performance. The traveler type does not moderate the relationship between service robots’ performance and customer satisfaction. These findings, confirmed through Propensity Score Matching, reveal that service robots constitute an “excitement factor” in hospitality service offerings, thus providing a strong incentive for their integration into the workforce. Policymakers are urged to proactively facilitate the transition to a more automated service economy.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":" ","pages":""},"PeriodicalIF":8.9,"publicationDate":"2023-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41883030","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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