旅游宣传片的说服效应——基于危机情境的纵向跟踪实验研究

旅游宣传片是旅游目的地危机管理的重要营销工具,目前关于旅游宣传片说服效应的纵向跟踪研究缺乏。文章基于巴厘岛阿贡火山连续爆发事件,采用情境实验法探究不同类型旅游宣传片对潜在市场群体的说服效应。研究发现:全景综述型旅游宣传片的短期说服效应更好,危机主题导向型旅游宣传片的长期说服效应更好。在短期说服效应上,全景综述型旅游宣传片正向显著影响认知形象中的自然环境、娱乐活动、宗教氛围、旅游基础设施、感知安全、情感形象和行为意愿;危机主题导向型旅游宣传片正向显著影响认知形象中的宗教氛围、感知安全、情感形象和行为意愿。在长期说服效应上,危机主题导向型旅游宣传片正向显著影响认知形象中的宗教氛围、感知安全和行为意愿;全景综述型旅游宣传片正向显著影响认知形象中的宗教氛围和感知安全。文章为进一步了解旅游宣传片说服效应的时间效度提供了理论依据,也为危机情境中旅游目的地营销组织在旅游宣传片的营销与建设上提供了实践指导。     

The effect of COVID-19 pandemic on domestic tourism: A DEMATEL method analysis on quarantine decisions

Countries' most effective methods to reduce the impact of outbreaks are quarantine the regions during the pandemic periods. Quarantine decisions during a pandemic directly affect the hospitality industry. There is no universal guideline regarding the quarantine decision during a pandemic. There is a gap in the literature on making the right quarantine decisions to decrease the negative effect of a pandemic on the hospitality industry. To fill this gap, this study uses a decision-making trial and evaluation laboratory (DEMATEL) method to help countries for quarantine decisions due to the COVID-19 pandemic. One of the critical hospitality industry indicators is the inter-regional travel flow between regions for local tourism. Data from the household domestic tourism survey obtained from the Turkish Statistical Institute (TurkStat) is used to acquire the number of people entering and exiting among regions. This study's findings indicate that Istanbul has an essential impact on Turkey's rest. The results also demonstrate that the DEMATEL method provides convenient solutions for quarantine decisions during a pandemic. The DEMATEL application results concerning the COVID-19 pandemic effect might shed light on the hospitality industry’s prospects and challenges. This study's findings might be adopted to prepare the hospitality industry for the COVID-19 pandemic and similar pandemic.     

Connecting tourists to musical destinations: The role of musical geographical imagination and aesthetic responses in music tourism

While the value of music in connecting tourists to destinations is recognized, its mechanism remains unclear. This study adopts aesthetic responses to explore how musical geographical imagination influences tourists' place bonding and subsequent behavioral intentions. This explanatory sequential mixed-methods study: 1) elucidates the connotation and effects of musical geographical imagination integrating with aesthetics in tourism research; 2) shows that tourists' aesthetic cognitive and affective responses to musical geographical imagination strengthen place bonding, and buttresses the importance of affective responses in leveraging behavioral intentions; and 3) indicates that tourists’ responses to musical stimuli differ in direct and indirect destination experience contexts, demonstrating that musical stimulus context moderates on associations of imagination with cognitive responses, and affective responses with behaviroal intentions. This study empirically expands the imagination from individual auditory spaces to a destination and advances tourism aesthetics research; it guides using music in tourism sensory marketing and tourism soundscape design.     

Perceptions of determinants of job selection in the hospitality and tourism industry: The case of Korean university students

ABSTRACT

This study explores the key factors influencing potential employees in the hospitality and tourism industry and examines whether causal relationships between behavioral attitudes, subjective norms, and perceived behavioral control influence students' job selection. The study suggests that the career decision-making process is related to job selection. A total of 307 responses were analyzed. The results explain individual students' attitudes toward a behavior and perceived behavioral control in the context of their job selection. Attitudes toward a behavior and job selection had significant effects on career decisions. On the other hand, opinions of significant others had no significant effect. Perceived behaviors required to decide on jobs had a significant effect on job selection intentions. Students with internship experience were likely to form positive attitudes toward the hospitality and tourism industry, suggesting internships to be a useful source of a stronger relationship between the industry and job aptitudes of students in hospitality and tourism programs. The results have important implications.     

A Review of Personality Research in the Tourism and Hospitality Context

Most commentators agree that human relations are central to tourism and hospitality. Different personalities thus display different reactions to the same task. This article provides an overview of prior studies on personality in the context of tourism and hospitality. Using EBSCOHost's Hospitality & Tourism Index, the largest online database for tourism and hospitality research, we analyzed published articles on the topic. Broadly speaking, prior studies can be grouped into the seven dimensions of disposal, biological, intrapsychic, cognitive, social, and adjustment in personality research, plus brand personality. Interestingly, our results show although the Internet has become one of the major marketing channels for hospitality and tourism, only a small number of published articles are related to consumers' online behavior. We thus propose that this area be further researched in the future.     

The effects of cognitive,affective, and sensory attributes on hotel choice

Over the past decade, experiential marketing has been the focus of many hospitality and tourism studies. Yet the existing literature does not provide experimental evidence of the incremental effects of affective and sensory attributes on the choice of hospitality service and destinations. This study attempts to provide some such evidence by using discrete choice modeling to examine the differential effects of cognitive, affective, sensory attributes on hotel choice. Bayesian D-optimal design based on JMP 8.0 was used to create a discrete choice experiment. Consumer hotel choice was predicted using random parameter logit (RPL) models. These results demonstrate that when customers choose a hotel, they consider not only cognitive attributes (e.g., price, service and food quality, and national brand), but also affective (e.g., comfortable feeling and entertaining) and sensory (e.g., room quality, overall atmosphere) attributes. The results also demonstrate the incremental value of adding affective and sensory attributes to a choice model when compared to a model using only traditional cognitive attributes. The data suggest that hotel managers can effectively differentiate their properties by incorporating affective and sensory attributes in their promotions. Moreover, the findings provide hotel managers with important insights into new product development and marketing communications strategy.     

Influence of celebrity involvement on place attachment: role of destination image in film tourism

The importance of place attachment in film tourism has been recognized by scholars and practitioners. However, despite its predominance in the destination management industry, several unaddressed issues remain in film tourism. Therefore, this study is conducted to investigate the relationships between celebrity involvement, destination image, and place attachment. Data obtained from 301 purposeful film tourists indicated that celebrity involvement was positively associated with place attachment. Moreover, cognitive image and affective image partially mediated the relationship between celebrity involvement and place attachment. In other words, cognitive image and affective image represent crucial psychological processes that explain how celebrity involvement influences place attachment. Furthermore, compared with the affective image, the cognitive image had a more crucial mediating role in the celebrity fan–film destination attachment relationship. Theoretical and managerial implications are also provided.     

Entrepreneurial bricolage,ambidexterity structure,and new venture growth: Evidence from the hospitality and tourism sector

This study aims to investigate the links between entrepreneurial bricolage, ambidexterity structure, and new venture growth in the Chinese hospitality and tourism industry. Survey data were collected from 345 entrepreneurs involved with new hospitality and tourism ventures in China. Hierarchical regression analysis was used to test the hypotheses of this study. The results indicate that both the combined and balanced dimensions of ambidexterity play mediating roles between entrepreneurial bricolage and new venture growth performance. By exploring the underlying mechanism of the relationship between entrepreneurial bricolage and new venture growth in the hospitality and tourism sector using a comprehensive theoretical model viewed through the lens of ambidexterity, the theoretical and practical implications for management are addressed, and possible directions for future research are discussed.     

Determinants of radical innovation in clustered firms of the hospitality and tourism industry

Social capital is a key resource encouraging innovation in clustered firms of the hospitality and tourism industry, however it may be influenced by managers perception of market dynamism. This paper analyses the moderator role of ma’rket dynamism perception among the three dimensions of social capital −structural, relational and cognitive- and radical innovation. We conducted an empirical study on a sample of 215 hospitality and tourism firms located in World Heritage Cities of Spain, by considering each city as a cultural tourism cluster. The structural equations analysis shows divergent direct and moderated effects for the dimensions of social capital. Specifically, the negative effect of structural social capital on radical innovation worsens when market dynamism perception is higher. However, market dynamism perception improves the effects of relational and cognitive social capital on radical innovation. The study contributes to the understanding of the antecedents of radical innovation at firm level in the context of cultural tourism clusters.     

Determinants of traveler intention toward animal ethics in tourism: Developing a causal recipe combining cognition,affect, and norm factors

This study investigates the factors that influence travelers' intentions toward animal ethics in tourism, utilizing innovative statistical techniques, namely GSCA_M, 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.     

Reality TV,audience travel intentions,and destination image

Film/TV induced-tourism research has proliferated in recent decades. Nevertheless, there is a lack of cross-disciplinary academic investigation into audiences' psychological processing of film tourism. In this study, the relationships and intervening mechanisms between audience involvement and tourist behavioral intentions were examined. Hypotheses were tested on a sample of 355 respondents, with the use of structural equation modeling and bootstrapping analysis. A popular reality show “Where are we going, Dad?” was the focus of our study. The empirical results indicate that audience involvement influences tourists' behavioral intentions through the mediating role of cognitive and affective images. The findings contribute to an improved understanding of how audience involvement affects tourist behavioral intentions, and the extent to which destination image mediates the relationship. Practical implications of using reality TV shows for marketing are drawn from the findings of our study.     

Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value,empathy, and information sharing into visitors’ intentions to use social robots

Social robots have become pervasive in the tourism and hospitality service environments. The empirical understanding of the drivers of visitors' intentions to use robots in such services has become an urgent necessity for their sustainable deployment. Certainly, using social androids within hospitality services requires organisations' attentive commitment to value creation and fulfilling service quality expectations. In this paper, via structural equation modelling (SEM) and semi-structured interviews with managers, we conceptualise and empirically test visitors' intentions to use social robots in hospitality services. With data collected in Singapore's hospitality settings, we found visitors' intentions to use social robots stem from the effects of technology acceptance variables, service quality dimensions leading to perceived value, and two further dimensions from human robot interaction (HRI): empathy and information sharing. Analysis of these dimensions' importance provides a deeper understanding of novel opportunities managers may take advantage of to position social robot-delivered services in tourism and hospitality strategies.     

The Airbnb paradox: Positive employment effects in the hospitality industry

The purpose of this study is to examine the extent to which Airbnb supply affects employment in the hospitality, tourism, and leisure industries. Accordingly, we analyzed the effects of Airbnb supply on various sectors in the hospitality, tourism, and leisure industries in 12 major metropolitan statistical areas in the United States for the period between July-2008 and February-2018. The results showed that Airbnb supply positively affects employment in all sectors of the hospitality, tourism, and leisure industries. The magnitudes of these effects are not only statistically but also economically significant. Although prior studies have showed that Airbnb has an adverse impact on hotels' financial performance measures, our results show that employment in the hotel sector increases with increased Airbnb listings. While this outcome might be contradictory to the general conjecture, such evidence calls for a comprehensive investigation of Airbnb's overall economic impact. Research and practical implications are further discussed.     

Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

Customer incivility toward frontline employees (FLEs) is a widespread phenomenon within tourism and hospitality industries, severely depleting the psychological resources of FLEs and delivered customer service. Drawing on the job demands-resources and conservation of resources frameworks, the current research compares the effects of the two most common forms of customer incivility on FLEs' psychological responses and behavioral intentions (study 1). Moreover, this work explores the degree to which supervisor leadership style can mitigate the depleting effects of these two forms of customer incivility on FLEs (study 2). Findings demonstrate that FLEs' responses to customer incivility episodes remain contingent upon supervisor's leadership style and acknowledge that an empowering (vs. laissez-faire) leadership style can better mitigate the depleting effects of both customer incivility forms on FLEs' role stress, rumination, retaliation and withdrawal intentions. The implications of these findings for tourism and hospitality theory and practicing managers are discussed.     

Unveiling the cloak of deviance: Linguistic cues for psychological processes in fake online reviews

Although fake online reviews have been gaining more attention from both academics and practitioners, little effort has been made to explore the linguistic characteristics of the psychological processes related to fake reviews. This research proposes four linguistic cues (i.e., affective, cognitive, social, and perceptual) related to a reviewer’s psychological processes and explores their relationships with fake reviews while examining the influence of time distance and reviewer location on these reviews. The results of logistic regression analysis of 43,496 reviews from Yelp.com suggest that affective, social, and perceptual cues are significantly related to fake reviews with the presence of the significant effects of time distance and reviewer location. Further, the results of post-hoc analysis confirm that the effect of photos on fake reviews is limited. This study contributes to the body of knowledge on online reviews and interpersonal deception theory, providing valuable implications for practitioners in the hospitality and tourism industry.     

Managing internal service quality in hotels: Determinants and implications

While internal service quality (ISQ) preconditions organizational service quality management, the tourism and hospitality management literature largely overlooks it. This study developed and tested a comprehensive model to understand the determinants and how they influence ISQ using an exploratory sequential mixed method. In study 1, we conducted 12 focus groups involving 86 hotel employees. ISQ is determined by three primary categories of organizational and personal practice: management systems (i.e., manage process, training and compensation), social systems (i.e., collaborative culture, interdepartmental communication and servant leadership), and personal characteristics (i.e., role stress, empathetic personality and collegial relationships). In study 2, we conducted 332 pairs of employee-supervisor questionnaires and confirmed the effects of these determinants on ISQ through employee's internal service orientation and efficacy. Distinct determinants interrelate to predict employees' internal service orientation and efficacy. This study thus provides hotels with targeted measures to improve their ISQ and competitive advantages.     

The effects of environmental and luxury beliefs on intention to patronize green hotels: the moderating effect of destination image

Recent research has demonstrated a disconnect between environmental beliefs and behavior when it comes to the consumption of hospitality products. Unfortunately, while many consumers believe that hotels should engage in green practices, there is mounting evidence that such beliefs do not necessarily translate into actual purchases of sustainable products. The purpose of this research is to examine this issue by developing an integrated framework establishing the relationships among the beliefs, attitudes, and behaviors associated with the consumption of the green hotel product. In particular, we are concerned with the effects of consumers' beliefs regarding the luxury-based trade-offs associated with staying in green hotels. Additionally, we seek to establish the role of destination image as a determinant of the relationships specified in the proposed nomology. The results support our overall hypothesis that the established disconnect between environmental values and sustainable hospitality consumption behavior is at least partially attributable to the cognitive evaluation of the attributes of the hotel's destination. Specifically, our results show that, while the belief that green hotels are less luxurious translates to unfavorable attitudes toward green hotels in urban tourism destinations, this relationship does not occur in nature-based tourism destinations.     

Customer-robot interactions: Understanding customer experience with service robots

Technology developments relating to automation, artificial intelligence, and robots have transformed the landscape of service industries, including hospitality and tourism. Through a qualitative content analysis of online review data, this study seeks a comprehensive and grounded understanding of customer experience with service robots in hospitality and tourism settings. The analysis identified four categories of customer experience: (1) sensory experience (verbal language, physical appearance, kinesics, and paralanguage), (2) cognitive experience (utility, cuteness, autonomy, coolness, interactivity, and courtesy), (3) affective experience (enjoyment, novelty, negative emotion, and satisfaction), and (4) conative experience (approach/resistance). Results led to the development of a framework representing customer experience with service robots and to insights into customer-robot interactions. Most customers described positive experiences, and while service robots performed well in delivering functional and emotional value, social interaction skills need improvement.     

Interpretation of hospitality across religions

Given the inter-religious locus of modern tourism and importance of host–guest interaction, current study explores how religion is involved in constructing hosts’ understanding of hospitality and hospitable behavior in private, public, and commercial settings. Utilizing hermeneutic phenomenology as a methodological framework, we resorted to in-depth interviews with 30 participants representing Buddhist, Christian and Muslim faiths and did document analysis of respective holy texts. Regardless of religious beliefs, hosts in this study understand hospitality first as their relations to their own communities and only then as associations with outsiders. This communal understanding of hospitality is supported by religious teachings. Findings reveal that interpretation of hospitality and hospitable behavior in private and public domains vary according to religious values while commercial hospitality, somewhat influenced by religion, is mostly understood as a money-making venture. The results are discussed in respect to definitional characteristics of hospitality, the host–guest paradigm, and global processes.     

A multilevel investigation of the cascading effect of entrepreneurial leadership on employee creativity: Evidence from Chinese hospitality and tourism firms

This study aims to elucidate the cascading effect of entrepreneurial leadership on fostering employee creativity in hospitality and tourism firms. Drawing upon multiple theories (e.g., the affective events theory and conservation of resources theory) and utilizing a multilevel mediation model, this study predicts and examines the cross-level indirect relationship between entrepreneurial leadership and employee creativity, which is sequentially transmitted through employees’ surface acting and work-related flow. Based on a 2-wave longitudinal design, survey data were obtained from multiple sources consisting of 47 leaders and 352 employees in Chinese hospitality and tourism firms. Multilevel structural equation modeling (MSEM) analysis provides empirical support for the cross-level mediation model. This study is among the first to provide empirical evidence of the cross-level effect of entrepreneurial leadership on workplace creativity via surface acting and work-related flow in the service industry, which enriches the leadership literature in the tourism discipline.