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Aligning (In)Congruent Chatbot–Employee Empathic Responses with Service-Recovery Contexts for Customer Retention 将聊天机器人-员工共情反应与服务-恢复环境相一致以保持客户保留
2区 管理学
Journal of Travel Research Pub Date : 2023-09-30 DOI: 10.1177/00472875231201505
Hua Fan, Bing Han, Wangshuai Wang
{"title":"Aligning (In)Congruent Chatbot–Employee Empathic Responses with Service-Recovery Contexts for Customer Retention","authors":"Hua Fan, Bing Han, Wangshuai Wang","doi":"10.1177/00472875231201505","DOIUrl":"https://doi.org/10.1177/00472875231201505","url":null,"abstract":"The use of artificial intelligence (AI) technologies in service recovery is transforming the frontline interfaces across the tourism industry, as AI chatbots are now being designed to show empathy. Using a multi-method approach combining survey, experimental, and field data obtained from hotel guests, this study explores the effects of chatbot–employee collaborative empathic responses on customer retention under various service-recovery contexts. It finds that congruence (vs. incongruence) and higher (vs. lower) levels of congruence in chatbot–employee empathic responses more effectively retain customers. Further, the effects of incongruence and congruence on customer retention diminish when the chatbot’s identity is disclosed but are strengthened when employees’ acceptance of a chatbot increases. Only the negative effects of empathic response incongruence correspondingly increase when chatbot efficiency and flexibility (ambidexterity) increase. These findings suggest that tourism practitioners can rely on chatbot–employee collaboration to accomplish service-recovery tasks but should pay attention to chatbot-side and employee-side uncertainties in a service triad, especially chatbot ambidexterity.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136342163","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}
引用次数: 0
Unlocking Uniqueness: Analyzing Online Reviews of Airbnb Experiences Using BERT-based Models 解锁独特性:使用基于bert的模型分析Airbnb体验的在线评论
2区 管理学
Journal of Travel Research Pub Date : 2023-09-30 DOI: 10.1177/00472875231197381
Huaxi Zhang, Ruihong Liu, Roman Egger
{"title":"Unlocking Uniqueness: Analyzing Online Reviews of <i>Airbnb Experiences</i> Using BERT-based Models","authors":"Huaxi Zhang, Ruihong Liu, Roman Egger","doi":"10.1177/00472875231197381","DOIUrl":"https://doi.org/10.1177/00472875231197381","url":null,"abstract":"As the tourism industry navigates post-pandemic recovery, understanding customer perceptions of uniqueness in tourism experiences is critical. It enables businesses to tailor offerings that stand out and attract travelers seeking novel and distinct experiences after a period of limited travel opportunities. The current study bridges this knowledge gap by employing the Bidirectional Encoder Representations from Transformers (BERT) model to analyze online reviews of Airbnb Experiences. BERT, a tool for contextual and sentiment analysis, aids us in identifying and categorizing experiences that contribute to value creation for tourists. We propose four dimensions of uniqueness, grounded in the service-dominant (S-D) logic framework. Our research enriches academic discourse surrounding the role of uniqueness in value creation and provides organizations with strategic insights into enhancing the distinctiveness of their offerings.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136341951","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}
引用次数: 0
Can I do My Job in Peace? Hotel Employees’ Wellbeing in the Face of Sexual Harassment Awareness and Organizational Commitment 我能平静地工作吗?面对性骚扰的酒店员工幸福感与组织承诺
2区 管理学
Journal of Travel Research Pub Date : 2023-09-30 DOI: 10.1177/00472875231202178
Ade Oriade, Adesola Osinaike, Adenike D. Adebayo
{"title":"Can I do My Job in Peace? Hotel Employees’ Wellbeing in the Face of Sexual Harassment Awareness and Organizational Commitment","authors":"Ade Oriade, Adesola Osinaike, Adenike D. Adebayo","doi":"10.1177/00472875231202178","DOIUrl":"https://doi.org/10.1177/00472875231202178","url":null,"abstract":"Workplace sexual harassment, particularly in hospitality, is a significant issue with many implications. For decades, assessing its scope and impact has drawn the attention of scholars, but some gaps still exist. Based on Rational Choice Theory, this paper explored employee conformance behavior to sexual harassment in relation to organization strategic commitment and employee wellbeing in the global south context. A total of 712 completed questionnaires were collected from Nigeria and Ghana. WarpPLS version 8.0 partial least squares structural equation structural modeling was employed to assess the research model. Results revealed that hotel workers’ behaviors toward awareness and management of sexual harassment are nonlinear and complex. Conformance behavior, despite conceived by employees as an economic coping strategy, proved to be a temporary measure and is disadvantageous to wellbeing. An important managerial implication of this study is the need for education about what sexual harassment is and how it impacts employees’ wellbeing.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"49 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136279561","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}
引用次数: 0
Do Foreign Direct Investment Inflow and Trade Openness Influence International Tourism Demand in Africa? A Study of the Post-Global Financial Crisis Era 外国直接投资流入和贸易开放是否影响非洲的国际旅游需求?后全球金融危机时代研究
2区 管理学
Journal of Travel Research Pub Date : 2023-09-29 DOI: 10.1177/00472875231202171
Jonathan E. Ogbuabor, Christian Agu, Ifeoma C. Mba
{"title":"Do Foreign Direct Investment Inflow and Trade Openness Influence International Tourism Demand in Africa? A Study of the Post-Global Financial Crisis Era","authors":"Jonathan E. Ogbuabor, Christian Agu, Ifeoma C. Mba","doi":"10.1177/00472875231202171","DOIUrl":"https://doi.org/10.1177/00472875231202171","url":null,"abstract":"Following the paucity of evidence on the roles of foreign direct investment (FDI) inflow and trade openness in Africa’s tourism development, particularly in the post-Global Financial Crisis era, this study examined the roles of FDI inflow and trade openness as drivers of international tourism demand in Africa. We also investigated how infrastructural development, terrorism, climatic conditions, and institutional quality influence the FDI-tourism and trade openness-tourism relationships in Africa. The system GMM modeling framework and a panel of 42 African countries were used. We find that FDI inflow has not contributed significantly to the growth of tourism demand in Africa. However, infrastructure and climatic conditions on the continent have the potential to positively influence the FDI-tourism relationship, while terrorism hampers it. We also find that trade openness impacts positively on international tourism demand in Africa, but this impact is mainly insignificant. The study made some policy recommendations based on these findings.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135199556","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}
引用次数: 0
From Tourist Experience to Satisfaction and Loyalty: Exploring the Role of a Sense of Well-Being 从游客体验到满意度与忠诚度:探索幸福感的作用
2区 管理学
Journal of Travel Research Pub Date : 2023-09-29 DOI: 10.1177/00472875231201509
Fatemeh Bagheri, Manuela Guerreiro, Patrícia Pinto, Zahed Ghaderi
{"title":"From Tourist Experience to Satisfaction and Loyalty: Exploring the Role of a Sense of Well-Being","authors":"Fatemeh Bagheri, Manuela Guerreiro, Patrícia Pinto, Zahed Ghaderi","doi":"10.1177/00472875231201509","DOIUrl":"https://doi.org/10.1177/00472875231201509","url":null,"abstract":"Drawing on the authentic happiness theory, the aims of this article are three-fold: first, to propose a refined measurement scale for tourists’ sense of well-being; second, to investigate the impact of four categories of tourist experience on tourists’ sense of well-being; and third, to explore the effect of the sense of well-being on tourists’ satisfaction and loyalty. Data were collected from tourists spending their holidays in the Algarve, Portugal. To address the lack of an integrated measurement scale for assessing tourists’ sense of well-being, an exploratory factor analysis was initially conducted. Subsequently, the data were analyzed using structural equation modeling in WarpPLS 8.0. The findings reveal a three-dimensional scale for tourists’ sense of well-being, consisting of meaningfulness, active pleasure, and release. The results also show a significant positive impact of the four realms of tourists’ experiences on the sense of well-being. Finally, positive relationships between well-being, tourist satisfaction and loyalty are confirmed. The theoretical and practical implications, limitations, and potential directions for future research are discussed.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"56 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135246181","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}
引用次数: 0
Revisiting and Extending: “Who Should You Market to in a Crisis? Examining Plog’s Model During the COVID-19 Pandemic” 重新审视和扩展:“在危机中你应该向谁推销?”在COVID-19大流行期间检验Plog模型”
2区 管理学
Journal of Travel Research Pub Date : 2023-09-29 DOI: 10.1177/00472875231199233
Stephen W. Litvin, Daniel Guttentag, Wayne W. Smith, Robert E. Pitts
{"title":"Revisiting and Extending: “Who Should You Market to in a Crisis? Examining Plog’s Model During the COVID-19 Pandemic”","authors":"Stephen W. Litvin, Daniel Guttentag, Wayne W. Smith, Robert E. Pitts","doi":"10.1177/00472875231199233","DOIUrl":"https://doi.org/10.1177/00472875231199233","url":null,"abstract":"This Letter updates and expands a study conducted during the early days of the COVID-19 pandemic. That study confirmed the applicability of Plog’s model of Allocentricity and Psychocentricity within the context of the pandemic, as Allocentrics were found to be much more open to travel during the first 4 months of the pandemic, as the theory would predict. The current research, employing the identical survey instrument and research method, extended the data collection for an additional year as the pandemic evolved. This has allowed a far more extensive examination that confirmed and expanded the earlier findings, providing significant value to both academics and practitioners while again affirming the value of Plog’s model for destination marketers during a period of crisis.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"60 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135199258","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}
引用次数: 0
Animosity, Social Return, and Intent to Travel: Social Return’s Dissipating Influence Over Animosity 敌意、社会回报与旅行意愿:社会回报对敌意的消解作用
2区 管理学
Journal of Travel Research Pub Date : 2023-09-28 DOI: 10.1177/00472875231199638
B. Bynum Boley, Kyle Maurice Woosnam, Evan Jordan
{"title":"Animosity, Social Return, and Intent to Travel: Social Return’s Dissipating Influence Over Animosity","authors":"B. Bynum Boley, Kyle Maurice Woosnam, Evan Jordan","doi":"10.1177/00472875231199638","DOIUrl":"https://doi.org/10.1177/00472875231199638","url":null,"abstract":"While many have noted how country-level animosity negatively influences destination choice, little is known about factors that may dissipate animosity’s pervasive influence over destination choice. This paper uses Cognitive Dissonance Theory as the theoretical backing to investigate how social return, a consonant cognition focused on the anticipated positive responses from posting travel photos on social media, mediates the negative influence of animosity, a dissonant cognition, has on intent to travel. One thousand six hundred fifty-three respondents from the United States’ top five international markets (Canada, China, Japan, Mexico, and the U.K.) were surveyed with results showing social return partially mediating the relationship between animosity and intent to travel. These findings suggest target markets with high levels of animosity should not be entirely abandoned because there are psychological mechanisms to help dissipate or alleviate the negative effects of animosity.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"67 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135386933","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}
引用次数: 0
When Essence is Lost: The Consequences of Commercialization in Historical Towns 当本质丧失:历史城镇商业化的后果
2区 管理学
Journal of Travel Research Pub Date : 2023-09-26 DOI: 10.1177/00472875231200494
Jiaying Lyu, Yi Huang, Lili Wang
{"title":"When Essence is Lost: The Consequences of Commercialization in Historical Towns","authors":"Jiaying Lyu, Yi Huang, Lili Wang","doi":"10.1177/00472875231200494","DOIUrl":"https://doi.org/10.1177/00472875231200494","url":null,"abstract":"With the progress of tourism commercialization, historical towns are becoming more accessible and vulnerable than ever before. Drawing on psychological essentialism theory, in this research, a theoretical framework for understanding the consequences of commercialization is developed and tested. Through one field survey and three experimental studies, we reveal that commercialization has a negative effect on tourist preference (attitude and visit intention) for historical towns and that this negative effect is mediated by perceived essence loss. Furthermore, our moderating analysis reveals that the detrimental effect of commercialization can vary by development mechanism (e.g., exogenous mode or endogenous mode) and individual characteristics (e.g., nostalgia-proneness).","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134957823","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}
引用次数: 0
Mental Health on the Go: Navigating Travel and Travel Eligibility 旅途中的心理健康:导航旅行和旅行资格
2区 管理学
Journal of Travel Research Pub Date : 2023-09-26 DOI: 10.1177/00472875231197989
Fangli Hu, Jun Wen, Weng Marc Lim, Haifeng Hou, Wei Wang
{"title":"Mental Health on the Go: Navigating Travel and Travel Eligibility","authors":"Fangli Hu, Jun Wen, Weng Marc Lim, Haifeng Hou, Wei Wang","doi":"10.1177/00472875231197989","DOIUrl":"https://doi.org/10.1177/00472875231197989","url":null,"abstract":"The 21st century has seen tourists from various source markets significantly impacted by non-communicable diseases, including mental disorders. Yet, research and practice frequently overlook tourists with mental disorders. Building on Buckley’s discussion in the Journal of Travel Research about tourism and mental health, this study examines the travel eligibility of tourists diagnosed with four prevalent mental disorders: major depressive disorder (MDD), generalized anxiety disorder (GAD), schizophrenia, and dementia. We present preliminary recommendations for accommodating these tourists and highlight the urgent need for collaborative efforts between stakeholders in tourism, hospitality, and medicine.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134957419","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}
引用次数: 1
Choice Overload in Tourism: Moderating Roles of Hypothetical and Social Distance 旅游选择超载:假设距离和社会距离的调节作用
2区 管理学
Journal of Travel Research Pub Date : 2023-09-14 DOI: 10.1177/00472875231197379
Sangwon Park, Anita Eves
{"title":"Choice Overload in Tourism: Moderating Roles of Hypothetical and Social Distance","authors":"Sangwon Park, Anita Eves","doi":"10.1177/00472875231197379","DOIUrl":"https://doi.org/10.1177/00472875231197379","url":null,"abstract":"The evolution of information and communication technology has enabled travelers to access abundant information and a wide range of available products/services that may satisfy their needs or wants. However, this phenomenon also poses a challenge to travelers who have to choose from an overwhelming collection of travel products. This situation, known as the paradox of choice, may have negative outcomes. This research tested the mechanism of relationships between choice set size and perceived responses to choice overload as affected by psychological distance. Results of multiple scenario-based experimental design studies indicated a negative influence of choice set size on the choice process (e.g., choice complexity/difficulty and task difficulty) in the context of tourism-related choices. This research demonstrated the moderating effects of hypothetical and social distances on the choice process. Therefore, it extended the theory of decision-making and provided important practical implications for tourism marketing.","PeriodicalId":48435,"journal":{"name":"Journal of Travel Research","volume":"117 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134911106","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}
引用次数: 0
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