Business Commons^™

Assessing A Model Of Customer Rage: Does Customer Entitlement Moderate Relationships Between Rage Emotions, Expressions And Behaviors?, S. Mostafa Rasoolimanesh, Martin Gannon, Babak Taheri, Josip Mikulić

Research outputs 2022 to 2026

Across travel and tourism services research, studies investigating “customer rage” typically prioritize the direct point-of-consumption, often within airport, airline, or hotel contexts. However, the sector is awash with intermediaries (e.g., travel agencies, insurance brokers, booking platforms), which serve as primary points-of-contact capable of shaping customer expectations. Accordingly, the consequences of service failure therein are nuanced and complex. Yet, extant research often portrays service failure as unilateral (i.e., solely the firm in question’s responsibility), overlooking one core demand-side characteristic: the customer’s sense of entitlement. Thus, while this study draws upon the Iranian travel agency setting (as a service intermediary) to assess …

Cross-Cultural Validation Of The Chinese Cultural Value Scale In Tourism, Songshan Huang, Jian Xu, Jin Wang

Research outputs 2022 to 2026

This study aims to validate the Chinese Cultural Value Scale in Tourism (CCV-T) across cultures, using a sample of 405 Australian tourists. Through the application of Confirmatory Composite Analysis (CCA) within Partial Least Squares Structural Equation Modelling (PLS-SEM), the study demonstrates that the CCV-T scale exhibits excellent measurement qualities, including indicator reliability, construct reliability, convergent validity, discriminant validity, and nomological validity. The CCV-T scale comprises five dimensions: Life and Leisure Enjoyment (LLE), Filial Piety and Relationship (FPR), Self-fulfilment, Righteousness, and Humanity, consisting of 17 measurement items. The findings indicate that this scale is suitable for use with Australian tourists, representing …

Animal-Assisted Interventions And Vulnerable Tourists, Jun Wen

Research outputs 2022 to 2026

Animal-assisted interventions include animals as an integral part of treatment for physical or mental illness. Various species (e.g., dogs, horses) can be used in diverse ways to facilitate personal well-being. ...

Time To Transform The Way We Travel?: A Conceptual Framework For Slow Tourism And Travel Research, Anton Klarin, Eerang Park, Qijie Xiao, Sangkyun Kim

Research outputs 2022 to 2026

Slow food movement gave rise to subsequent movements including Cittáslow and slow tourism. This emphasises a steady state mindful approach to travel and consumption patterns. With consideration for pressing issues like overtourism, mass tourism and the onslaught of the COVID-19 pandemic, it is pertinent to discuss viable alternatives to a fast-paced life and travel that we consider normal. One such alternative is slow tourism that accentuates sustainable tourism practices as well as tourism at a reduced pace. It endorses mindfulness in travelling and discovering destinations in a responsible manner. Furthermore, slow travel aims to promote tourists' consumption-oriented enjoyment of experience …

Can Tourism Market Diversification Mitigate The Adverse Effects Of A Blockade On Tourism? Evidence From Qatar, Ghialy Yap, Shrabani Saha, Nelson O. Ndubisi, Saif S. Alsowaidi, Ali S. Saleh

Research outputs 2022 to 2026

This study examines the effects of an unfavorable political event or environmental hostility, namely, a blockade affecting international tourist inflows, and how tourism market diversification (TMD) could mitigate the adverse effects in the case of Qatar. To quantify these effects, we adopted a standard tourism-demand model and augmented it with a Herfindahl index (HI) for the geographical diversification of tourism exports, a dummy variable for the blockade, and an interaction variable. We further analyzed the tourist inflows from various regions using regional dummies and their interaction terms to capture the different impacts of the blockade on Qatar’s inbound tourists from …

Covid-19 Two Years On: A Review Of Covid-19-Related Empirical Research In Major Tourism And Hospitality Journals, Songshan (Sam) Huang, Xuequn Wang

Research outputs 2022 to 2026

Purpose:

This study aims to provide a timely review of the COVID-19-related empirical research published in 19 quartile one (Q1) and quartile two (Q2) tourism and hospitality journals in social science citation index (SSCI).

Design/methodology/approach:

A total of 407 COVID-19-related empirical papers were collected from the 19 SSCI Q1 and Q2 tourism and hospitality journals via Scopus database. Thematic content analysis was supplemented with Leximancer software to identify the research themes/subthemes, research methods and countries/regions of research.

Findings:

The study found studies of COVID-19’s impact on consumer behaviour predominate in number, followed by studies on response actions and recovery strategies, …

Tourism Experiences Reduce The Risk Of Cognitive Impairment In The Chinese Older Adult: A Prospective Cohort Study, Qian Li, Zheng Guo, Fangli Hu, Mengfei Xiao, Qiang Zhang, Jun Wen, Tianyu Ying, Danni Zheng, Youxin Wang, Song Yang, Haifeng Hou

Research outputs 2022 to 2026

Background: Given the etiological complexity of cognitive impairment, no effective cure currently exists for precise treatment of dementia. Although scholars have noted tourism’s potential role in managing cognitive impairment and mild dementia, more robust empirical investigation is needed in this area. This study aimed to examine the associations between tourism and cognitive impairment and dementia in older Chinese adults. Method: From a nationwide community-based cohort, 6,717 individuals aged ≥ 60 were recruited from 2011 to 2014, of whom 669 (9.96%) had had at least one tourism experience in the 2 years prior to enrollment. All the participants were then prospectively …

Tourists' Perceptions Of And Reactions To Child Sex Tourism: An Exploratory Qualitative Investigation, Joshua Aston, Jun Wen, Shaohua Yang

Research outputs 2022 to 2026

Purpose:

Using a qualitative approach, this cross-disciplinary study integrating modern slavery, tourism and marketing expertise outlines Chinese outbound tourists' perceptions of and reactions to issues related to child sex tourism.

Design/methodology/approach:

In total, 27 in-depth interviews were conducted, and data were analysed. Manual coding was chosen as an efficient method to process qualitative interview data given the relatively small sample size in this study.

Findings:

Three main themes emerged from analysis: (1) tourists' negative perceptions of child sex tourism; (2) tourist boycotts against child sex tourism destinations and activities as reactions to this socially deviant and illegal phenomenon and (3) …

An Empirical Examination Of The Antecedents Of Residents' Support For Of Future Film Tourism Development, Deborah Castro, Sangkyun Kim, Guy Assaker

Research outputs 2022 to 2026

This study aimed to develop and test a conceptual model of the antecedents of residents' attitudinal behavior to support future film tourism in a popular tourism destination. These antecedents include: socio-cultural impacts of existing tourism, place attachment, external perceived realism of media programs, and perceived importance of residents' involvement. A total of 416 survey questionnaires were completed from residents living in the province of Seville, Spain. Partial least squares-structural equation modelling (PLS-SEM) was used to examine the relationship between these factors and the residents' support for future film tourism (RSFFT). The results indicate that place attachment and perceived importance of …

Understanding Tourists’ Dining Behaviors At Traditional Chinese Nutraceutical Restaurants, Jong-Hyeong Kim, Fangli Hu, Jun Wen, Haifeng Hou

Research outputs 2022 to 2026

Nutraceutical restaurants providing medical and/or health benefits have become an emerging market; however, the underlying factors and the mechanism explaining dining behaviours in nutraceutical restaurants remain unknown. This study utilized a mixed-methods approach to bridge this research gap. An exploratory qualitative interview was conducted to identify the determinants of patronage behaviour at nutraceutical restaurants. We further conducted a quantitative study utilizing an extended value-attitude-behaviour model to provide quantitative evidence. The results showed that health, cultural values, and social norms significantly influenced customers’ attitudes, thus leading to their revisit intentions. Furthermore, we found a significant role of social norms in determining …

Tourism And Final Wish Making: The Discourse Of Terminal Illness And Travel, Gregory Willson, A. J. Mcintosh, C. Cockburn-Wootten

Research outputs 2022 to 2026

This paper identifies a new discourse about tourism, that of final wish making. The website communications of charitable foundations whose dedicated purpose is to grant final wishes for adults with a terminal illness and their families were examined using critical discourse analysis. Specifically, the aim of this study was to understand how these charitable organisations construct, communicate and mediate meanings around terminal illness and travel for these individuals. Our study found that, promoted as a final wish in one’s life, tourism is framed as a transformational concept that is beneficial in the imminent time before death, as a legacy for …

Canine Cognitive Dysfunction Syndrome And Pet Tourism, Jun Wen, Fangli Hu, Joshua Aston

Research outputs 2022 to 2026

Highlights:

• Introduces canine cognitive dysfunction syndrome into the tourism literature

• Describes the nexus between canine cognitive dysfunction syndrome and pet tourism

• Highlights travel-related benefits for aging pets

• Discusses the need to consider travel a non-pharmacological intervention for pets

• Presents an interdisciplinary discussion to develop this niche market

Perceived Destination Image Cohesion: A Comparison Study Of Attractions On The Grand Canal, China, Shan Jiang, Noel Scott, Li Tao, Shiqi Xiong, Yuan Qin

Research outputs 2022 to 2026

The Grand Canal is located in the north-eastern and central-eastern plains of China, running from Beijing in the north to Zhejiang province in the south, and is the longest canal in the world (1800 km) and a UNESCO World Heritage Site. From a tourism perspective, the Grand Canal can be considered as a linear heritage attraction linking many individual heritage sites. This research was conducted with a mixed qualitative–quantitative method in the 2021–2022 period. First, in-depth interviews with an unstructured methodology of image measurements were conducted to determine attributes of the perceived destination image (PDI) of the Grand Canal as …

Talent Management And Sustainable Performance In Travel Agents: Do Green Intellectual Capital And Green Servant Leadership Matter?, Yehia Shihata Elzek, Mohammad Soliman, Hafidh Al Riyami, Noel Scott

Research outputs 2022 to 2026

Talent management (TM) can contribute to improving sustainable business performance in the face of a competitive and socially responsible environment. The use of TM to improve tourism staff skills and motivation is contentious, given such jobs are seen as routine and low-paid. Indeed, the precise processes through which TM techniques support sustained performance outcomes in tourism enterprises requires examination. This paper provides empirical evidence for the impact of TM practices on sustainable organizational performance (SOP). This effect of TM on performance is mediated by green intellectual capital (GIC). The moderating role of green servant leadership (GSL) on the link between …

The Impact Of The Intensity Of Media Use On Potential Tourists’ Risk Perception And Travel Protective Behavioral Intentions In Covid-19, Ruihong Sun, Xinliang Ye, Jianping Tang, Jiexi Yang, Noel Scott

Research outputs 2022 to 2026

Introduction: In light of the COVID-19 pandemic, there is an increased need for potential travelers to gather information about their trips to mitigate perceived risks. This study aims to understand the relationship between the intensity of media use (both new and traditional), epidemic risk perception, and tourism protection behavior intention among potential tourists. Methods: A total of 491 valid questionnaires were collected in Shanghai, China. Factor analysis, path analysis, and effect analysis were conducted using SPSS and AMOS to examine the impact of different media types on epidemic risk perception and tourism protection behavior. Results: The findings indicate a positive …

Gen Z And The Flight Shame Movement: Examining The Intersection Of Emotions, Biospheric Values, And Environmental Travel Behaviour In An Eastern Society, Ante Mandić, Sandeep K. Walia, S. Mostafa Rasoolimanesh

Research outputs 2022 to 2026

Using the norm activation model (NAM), our research delves into the impact of environmental concerns, and environmental self-assets on environmentally responsible travel behaviour (ENVRB), and the role of affective constructs (love for nature [LNA], respect for nature and flight shame) on travelling behaviour among Generation Z in India. Through a prediction-oriented and exploratory approach using partial least squares–structural equation modeling (PLS-SEM), our study reveals strong effects of environmental concerns and self-assets on responsible travel behaviour, and the mediating role of LNA in these relationships; the mediating role of respect for nature was insignificant. Furthermore, flight shame emerges as a strong …

Mental Health On The Go: Navigating Travel And Travel Eligibility, Fangli Hu, Jun Wen, Weng M. Lim, Haifeng Hou, Wei Wang

Research outputs 2022 to 2026

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. © The Author(s) 2023.

Solidarity Tourism: A Pathway To Revitalising The Health Of Vulnerable War-Affected Populations?, Jun Wen, Fangli Hu, Danni Zheng, Ian Phau, Metin Kozak, Haifeng Hou, Wei Wang

Research outputs 2022 to 2026

The struggles of war are felt by all who occupy an affected region (and beyond), irrespective of whether they are in active combat. This experience has physical effects (e.g. injury, illness, malnutrition, disability, sexual violence, and/or death) and emotional impacts (e.g. posttraumatic stress disorder, depression, and anxiety) [1-3]. The terror associated with war disrupts lives and relationships, leaving individuals, families, and communities distressed. Due to such immediate and long-term adverse outcomes, war represents a highly destructive and enduring public health emergency [4]. . . .

Exploring Perceptions Of Travel-Eligible Individuals With Dementia And Hotel Operators, Jun Wen, Danni Zheng, Yangyang Jiang, Haifeng Hou, Ian Phau, Wei Wang

Research outputs 2022 to 2026

Although people with dementia have leisure travel needs, no scholars appear to have empirically explored how to meet this group’s needs as hotel guests. To bridge this research gap in tourism literature, the current study employed in-depth interviews to collect first-hand data from 15 travel-eligible tourists with early-stage dementia and 15 senior luxury hotel managers in China. Specifically, six key themes were extracted from Chinese hotel guests with dementia. Hotel managers’ commentary on meeting travel-eligible tourists with dementia’ needs during leisure travel led to three themes. Innovatively, this study further sheds light on possible contributions the tourism and hospitality industry …

Resilient Leadership In Hospitality And Tourism Enterprises: Conceptualization And Scale Development, Jiangchi Zhang, Chaowu Xie, Songshan (Sam) Huang

Research outputs 2022 to 2026

Purpose: This study aims to conceptualize the dimensions of resilient leadership and develop the resilient leadership scale (RLS) through three studies. Design/methodology/approach: In Study 1, based on interviews with 77 leaders and 8 junior employees, a seven-factor resilient leadership model was constructed. In Study 2, exploratory factor analysis (n = 237) was conducted to refine the initial items. In Study 3, confirmatory factor analysis (n = 610) was performed to validate the dimensional structure identified in Study 2, and different types of validity of the RLS were assessed. Findings: The validated RLS composed of seven dimensions: contingency planning, improvisation, adaptive …