Tourism Management最新文献

By hand or device? The “observation effect” of employees’ notetaking mode on consumer service evaluations 手工还是电子设备？员工笔记模式对消费者服务评价的“观察效应”

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-26 DOI: 10.1016/j.tourman.2025.105270

Chunqun Liu, An Sheng, Sungwoo Choi

{"title":"By hand or device? The “observation effect” of employees’ notetaking mode on consumer service evaluations","authors":"Chunqun Liu, An Sheng, Sungwoo Choi","doi":"10.1016/j.tourman.2025.105270","DOIUrl":"10.1016/j.tourman.2025.105270","url":null,"abstract":"<div><div>We examine how the notetaking behaviors of frontline service staff affect consumers' perceptions of employees and firms. Drawing on embodied cognition theory, we propose that observing frontline employees' recording of consumers' requests triggers related cognitive processes in consumers, shaping their evaluations. We explored the impacts of different notetaking modes in five experimental studies. Study 1 revealed that employees using digital (vs. handwritten) notetaking received lower service ratings and induced less favorable evaluations of the firm as well. The underlying mechanism driving these effects was also identified. Studies 2, 3 and 4 reinforced the findings from Study 1, while ruling out alternative explanations. Study 5 demonstrated a boundary condition, showing that the adverse effect of digital notetaking behaviors was mitigated when employees confirmed consumers’ requests after documenting them. This research deepens our understanding of notetaking modes and provides empirical evidence indicating how firms can strategically integrate technologies into their service interactions.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105270"},"PeriodicalIF":10.9,"publicationDate":"2025-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144711664","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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 managerial responses influence traveller retention? 管理层的反应会影响旅行者的留存率吗？

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-18 DOI: 10.1016/j.tourman.2025.105243

Badr-Eddine Lahsini, Ravi Prakash Ranjan, Agnès Gorge

{"title":"Do managerial responses influence traveller retention?","authors":"Badr-Eddine Lahsini, Ravi Prakash Ranjan, Agnès Gorge","doi":"10.1016/j.tourman.2025.105243","DOIUrl":"10.1016/j.tourman.2025.105243","url":null,"abstract":"<div><div>With the growing influence of travel review platforms, management responses to online reviews have gained increasing relevance for hotel online reputation management. While previous research has explored the impact of responding on subsequent ratings, there is limited understanding of how response characteristics influence guests’ decision to revisit, particularly for initially satisfied versus dissatisfied customers. This study investigates the influence of five key response attributes — response length, diversity, personalisation (topic consistency between the review and response), linguistic style matching (LSM), and sentiment polarity — on customer retention (revisit decision). Using review and response data from over 1,000 hotels on TripAdvisor, we employ text analysis to categorise response attributes and assess their effect on guest retention. Our findings reveal that response length, diversity, LSM, and sentiment positively influence customer retention. However, while response length, LSM, and diversity have a stronger positive impact on satisfied customers, they may negatively affect dissatisfied guests. Additionally, topic personalisation is found to have a negative influence, particularly among dissatisfied travellers. These insights offer practical guidance for hotel managers on writing responses that enhance customer retention by adopting an effective linguistic style.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105243"},"PeriodicalIF":10.9,"publicationDate":"2025-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144655451","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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

Digital confusion: Comprehending the impact mechanisms of artificial intelligence-generated content and user-generated content on tourism decision making 数字困惑：理解人工智能生成内容和用户生成内容对旅游决策的影响机制

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-18 DOI: 10.1016/j.tourman.2025.105269

Zhihui Zhang , Chunxiao Li , Hao Zhang

引用次数: 0

Does effective tourism management require collective action? Evidence from industry, community, and government stakeholders on shark dive ecotourism 有效的旅游管理需要集体行动吗？来自行业、社区和政府利益相关者关于鲨鱼潜水生态旅游的证据

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-14 DOI: 10.1016/j.tourman.2025.105268

Benjamin S. Thompson

{"title":"Does effective tourism management require collective action? Evidence from industry, community, and government stakeholders on shark dive ecotourism","authors":"Benjamin S. Thompson","doi":"10.1016/j.tourman.2025.105268","DOIUrl":"10.1016/j.tourman.2025.105268","url":null,"abstract":"<div><div>This article challenges the mantra that collective action of stakeholders is necessary to deliver effective tourism management that generates positive environmental, social, and economic impacts. It investigates the extent of, and necessity for, collective action among stakeholders involved in the shark diving ecotourism industry in Fiji. The industry exhibits high competition between operators, while its conservation impacts are being undermined by fishing. Interviews with industry, community, and government stakeholders reveal historical rivalries, weak regulations, variable operating practices, and divisive views on marine protected area (MPA) status for dive sites. Results demonstrate that expecting collective action from stakeholders in a competitive ecotourism industry is unrealistic; yet, despite limited coordination, cooperation, and collaboration, the industry is still able to achieve positive impacts. Nevertheless, greater collective action between operators, and between operators as a collective and other stakeholder groups, could help optimise business risk mitigation, tourist user fees, and advocacy for sustainable fisheries.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105268"},"PeriodicalIF":10.9,"publicationDate":"2025-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144623838","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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

Customer gratitude and employee work behaviors 顾客感恩与员工工作行为

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-10 DOI: 10.1016/j.tourman.2025.105266

Xiaojun Zhan , Xixia Zhang , Yang Yang , Yirong Guo

{"title":"Customer gratitude and employee work behaviors","authors":"Xiaojun Zhan , Xixia Zhang , Yang Yang , Yirong Guo","doi":"10.1016/j.tourman.2025.105266","DOIUrl":"10.1016/j.tourman.2025.105266","url":null,"abstract":"<div><div>In the ever-evolving tourism and hospitality industry, understanding the dynamics between customers and front-line employees is crucial for organizational performance. Drawing on self-awareness theory, this research offers a nuanced perspective on how positive customer interactions can distinctively shape employees' actions, both towards their organization and themselves. Utilizing a dual-method approach, this research comprises an online experiment involving 235 participants and a three-wave field survey of 337 employees. The results show that customer gratitude significantly bolsters employees’ pro-organizational behavior by elevating their public self-awareness. This effect is further amplified when employees possess extrinsic career goals. Additionally, customer gratitude fosters self-improvement behavior among employees by enhancing their private self-awareness. This effect is particularly pronounced when intrinsic career goals drive employees. These findings provide substantial implications for both academic research and practical management within the industry, highlighting the pivotal role of customer gratitude in shaping employee behavior and organizational outcomes.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105266"},"PeriodicalIF":10.9,"publicationDate":"2025-07-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144588620","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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

Women entrepreneurs as cultural custodians in tourism: A social feminism theory perspective 女性企业家作为旅游业的文化守护者：一个社会女性主义理论视角

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-07 DOI: 10.1016/j.tourman.2025.105267

Levent Altinay , Emete Toros , Sanaz Vatankhah , Siamak Seyfi

{"title":"Women entrepreneurs as cultural custodians in tourism: A social feminism theory perspective","authors":"Levent Altinay , Emete Toros , Sanaz Vatankhah , Siamak Seyfi","doi":"10.1016/j.tourman.2025.105267","DOIUrl":"10.1016/j.tourman.2025.105267","url":null,"abstract":"<div><div>This study, grounded in social feminism theory, examines how women entrepreneurs in Cyprus use tourism enterprises to preserve and transmit cultural knowledge. Drawing on 26 semi-structured interviews, the research examines how participants balance economic goals with cultural responsibilities. The analysis identifies five interrelated themes, cultural identity, integration, advocacy, collaboration, and resilience, that inform a conceptual framework explaining how entrepreneurial agency is shaped by gendered social roles and expectations. By positioning women entrepreneurs as agents of transformative change, this study extends social feminism theory to include the preservation and transmission of cultural knowledge as a critical dimension of entrepreneurial agency. By linking entrepreneurship to cultural stewardship, the study offers insights into how women deal with structural constraints while engaging in locally meaningful forms of sustainability. These findings offer implications for policymakers and development practitioners who seek to support gender-responsive, culturally rooted entrepreneurship in marginalised tourism contexts.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105267"},"PeriodicalIF":10.9,"publicationDate":"2025-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144570102","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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 words to growth: Unveiling government attention to tourism from natural language processing 从词汇到增长：从自然语言处理揭示政府对旅游业的关注

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-04 DOI: 10.1016/j.tourman.2025.105264

Lisi Yang , Yang Yang , Xijia Huang , Kai Yan

{"title":"From words to growth: Unveiling government attention to tourism from natural language processing","authors":"Lisi Yang , Yang Yang , Xijia Huang , Kai Yan","doi":"10.1016/j.tourman.2025.105264","DOIUrl":"10.1016/j.tourman.2025.105264","url":null,"abstract":"<div><div>This paper theorizes and quantifies the government attention to tourism (GAT) using an AI-driven interdisciplinary approach to analyze government policy portfolios. By leveraging machine learning and natural language processing techniques, including textual analysis, word embeddings, and <em>GPT-4o-</em>based segmentation, the GAT indicator is derived from government annual reports. Within the framework of promotion tournament model and limited attention allocation theories, the study uses post-double-selection LASSO to identify key antecedents of GAT: the number of A-level scenic spots, male municipal party secretaries, and cities' economic constraints. These factors collectively shape government resource allocation in tourism policy. Validation tests confirm a positive association between GAT and actual government inputs in tourism-related domains. When governments' words align with actions, GAT can be a supplementary indicator for forecasting tourism growth. Robustness checks validate these findings, providing a reliable methodology. This study offers a comprehensive technology roadmap, guiding future tourism research with AI-driven approaches.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105264"},"PeriodicalIF":10.9,"publicationDate":"2025-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144548331","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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

Value coexistence theory: How does traveler personality impact shared accommodation survival? 价值共存理论：旅行者人格如何影响共享住宿的生存？

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-03 DOI: 10.1016/j.tourman.2025.105248

Lan-fei Gao, Hui Li

{"title":"Value coexistence theory: How does traveler personality impact shared accommodation survival?","authors":"Lan-fei Gao, Hui Li","doi":"10.1016/j.tourman.2025.105248","DOIUrl":"10.1016/j.tourman.2025.105248","url":null,"abstract":"<div><div>This study contributes to the literature on consumer engagement by introducing the theory of value coexistence and investigating how high-order personality traits (Alpha and Beta) of tourists influence the market exit risk of accommodation products. Alpha represents the stability dimension of individual personality traits, whereas Beta reflects the plasticity dimension. Our findings indicate that travelers with distinct personality traits positively contribute to sustaining accommodation products, thereby supporting the value coexistence theory. This theory extends the concepts of value creation and value destruction by emphasizing a long-term perspective where both positive and negative interactions between consumers and products coexist over time. We have identified two primary pathways through which personality traits influence the survival of accommodation products: internal positive emotional cognition, referring to the positive emotional responses and cognitive evaluations that tourists develop internally, and external knowledge sharing, which entails the dissemination of experiences and information via online platforms. The former pathway demonstrates a consistent mediating effect, whereas the latter exhibits an inconsistent mediating effect. Furthermore, our analysis reveals that pricing strategies and communication quality can serve as moderators in these relationships. Specifically, for the stability dimension (Alpha), pricing strategies exert a negative moderating influence on the relationship between personality traits and accommodation product survival. For the plasticity dimension (Beta), communication quality positively moderates the mediating effect of external online knowledge sharing on this relationship. This study offers valuable insights into the intricate dynamics between consumer personality and product survival within the tourism market.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105248"},"PeriodicalIF":10.9,"publicationDate":"2025-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144535991","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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

Seeking a second chance: A study on rehabilitated offenders’ attitudinal transformation and career construction 寻求第二次机会：更生罪犯态度转变与职业建设研究

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-07-03 DOI: 10.1016/j.tourman.2025.105265

Janelle Chan

{"title":"Seeking a second chance: A study on rehabilitated offenders’ attitudinal transformation and career construction","authors":"Janelle Chan","doi":"10.1016/j.tourman.2025.105265","DOIUrl":"10.1016/j.tourman.2025.105265","url":null,"abstract":"<div><div>Rehabilitated offenders, typically first-time or minor offenders who have completed rehabilitation programs, could help address the ongoing labor shortages in the tourism and hospitality industry. Despite their potential, the psychological challenges they encounter when seeking employment in the industry are largely unexplored. With support from the Hong Kong Government's Correctional Services Department, this study uses a qualitative approach to examine rehabilitated offenders' attitudes toward hospitality careers. Through consultative interviews and focus group discussions, it explores the impact of a career orientation program based on the three functions of attitudes (knowledge, adaptive, and value-expressive) and career construction theory. Initially, most participants showed disinterest and lacked confidence due to concerns of employer acceptance. Nonetheless, the program positively shifted these attitudes, as evidenced by proactive responses and job applications. This study provides theoretical insights into psychological changes and practical guidance for hotel managers and policymakers, with far-reaching implications.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105265"},"PeriodicalIF":10.9,"publicationDate":"2025-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144535992","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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

Tourist satisfaction and review helpfulness: Examining the primary effects, mediating mechanisms, and moderating influences 游客满意度与评论帮助：主要效应、中介机制及调节影响

IF 10.9 1区管理学

Tourism Management Pub Date : 2025-06-26 DOI: 10.1016/j.tourman.2025.105252

Yiqi Qiu , Yang Yang , Xuequn Wang , Lingbo Guo

{"title":"Tourist satisfaction and review helpfulness: Examining the primary effects, mediating mechanisms, and moderating influences","authors":"Yiqi Qiu , Yang Yang , Xuequn Wang , Lingbo Guo","doi":"10.1016/j.tourman.2025.105252","DOIUrl":"10.1016/j.tourman.2025.105252","url":null,"abstract":"<div><div>Determining the key factors that enhance the perceived review helpfulness is critical within tourism industry, considering the intrinsically experiential character of tourism service. However, satisfaction, a crucial variable in behavioral research, influences the perceived review helpfulness, either positively or negatively. To elucidate the nuanced relationship and underlying mechanism between tourists’ satisfaction and perceived review helpfulness, this study leverages 1,867,672 TripAdvisor reviews spanning from 2004 to 2023. This study, grounded in dual-process theory, identifies a robust negative correlation between tourist satisfaction and perceived review helpfulness, thereby confirming an undesirably inverse relationship. It further uncovers the underlying mechanisms by elucidating the opposing mediating roles of affective and cognitive expression, which sequentially influence review informativeness through serial mediation. Additionally, the study underscores the moderating effect of analytic thinking. These findings advance our comprehensive understanding of the relationship between tourist satisfaction and perceived review helpfulness, and offer practical implications for platform and hotel managers.</div></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":"112 ","pages":"Article 105252"},"PeriodicalIF":10.9,"publicationDate":"2025-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144490601","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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