Tourism and Travel Commons^™

Applying The Synergy Of Experience Accounting And Service Dominant Logic To Rank Customer Experiences In The Mainstream Cruising, Ganna Demydyuk, Mats Carlbäck

Journal of Global Hospitality and Tourism

This study analyzes how service-related experiences influence customer satisfaction and perceived value for money in the cruise industry. By integrating Service-Dominant Logic (S-D-L) and Experience Accounting (EA), it aims to support the development of customer-centric performance systems for managerial decision making in the all-inclusive hospitality sector. This is the first empirical study to merge data from three perspectives in service-for-service exchanges: customer review ratings from online platforms, ship-level operational characteristics, and financial metrics from corporate reports. This integrated approach allows for a holistic evaluation of the service ecosystem and cocreation of value onboard cruise ships. A quantitative analysis was conducted …

The Double-Edged Role Of Cognitive Reappraisal: A Moderated Mediation Model Of Manager Support And Emotional Exhaustion Among Hotel Supervisors, Han Chen, Yvette Green

Journal of Global Hospitality and Tourism

Applying the Conservation of Resources Theory and the Affective Event Theory, this study explores the interplay between perceived manager support (PMS), negative emotions, and emotional exhaustion among hotel supervisors. The study also examines the moderating role of cognitive reappraisal strategy on the above relationships. Data were collected from a sample of U.S. hotel supervisors. Results showed that negative emotions play a mediating role in the relationship between PMS and supervisors’ emotional exhaustion. Cognitive reappraisal amplified the negative effect of PMS on negative emotions, the positive relationship between negative emotions and emotional exhaustion, and the indirect effect of PMS on emotional …

Customer Food Intake: An Empirical Analysis Of Gender, Restaurant Use And Attitude Toward Fast Food Among Adolescents And Young Adults, In Nairobi, Kenya, Gerishom G. Madivoli, Rosemarie Ayuma Khayiya, Beatrice Kamau

Journal of Global Hospitality and Tourism

Fast food is the fastest- growing food category worldwide, providing young people and adolescents with a quick, cost- effective, and easily accessible alternative to home- cooked meals. There has been considerably less research into how gender, restaurant usage, and attitudes influence patterns of fast- food consumption. Moreover, the growth of the fast- food industry in every nation creates a significant environmental impetus for increasing fast food consumption and promoting unhealthy eating behaviours. If this issue is not addressed, the prevalence of lifestyle diseases such as obesity, along with the costs of managing these conditions, will escalate, particularly in Kenya. This …

Reframing Service Quality In Ai-Powered Hospitality Environments, Olena Ciftci

Journal of Global Hospitality and Tourism

The hospitality and tourism industry is experiencing a technological shift through the integration of artificial intelligence (AI), transforming both guest experiences and service operations. While AI offers hyper-personalization, efficiency, and scalability, it challenges traditional notions of service quality rooted in human interaction. This viewpoint explores the emerging concept of tech-augmented hospitality, where AI and human employees co-create guest experiences. The paper highlights key research directions for reconceptualizing service quality in the era of AI-enhanced hospitality. It argues for the development of new evaluative frameworks that encompass hybrid service models, cultural adaptability, inclusivity, and AI literacy.

Can Human Engagement And Artificial Intelligence (Ai) Co-Exist In The Online Classroom?, Mimi Gough

ICHRIE Research Reports

Today’s academic environment is faced with a new predicament in trying to understand the implications of Artificial Intelligence (AI). Many online educators are asking “What do I need to know about AI as it applies to academics? How do I prepare my students for careers in the hospitality and tourism industry while trying to balance human engagement with AI? In its current form, AI has created apprehension among higher education stakeholders about developing policies, procedures and usage as they redesign curriculum that supports students who may use AI in their future careers. This manuscript, based on a 2024 ICHRIE Conference …

The Two Faces Of Airbnb Disruption: Licensed Accommodations Perspective On Contrasting Impacts On Community In Nova Scotia, Maria Matthews, Ioannis S. Pantelidis, Rodrigo Lucena

ICHRIE Research Reports

This paper examines the disruptive impact of Airbnb on urban and rural communities within the province of Nova Scotia, Canada, from a licensed accommodations perspective. Utilizing qualitative methods, this study gathers insights from general managers and owners in the licensed accommodation sector to understand similarities and differences in how Airbnb influences socioeconomic factors, housing markets, and community dynamics in both urban and rural settings. Overall, Airbnb's influence is double-edged, offering economic opportunities while simultaneously posing significant socioeconomic challenges. The findings underscore the need for nuanced policy approaches relating to Airbnb that balance economic growth with community well-being, ensuring sustainable development …

Tourism Networks As A Mechanism For Degrowth: The Case Of The Burren Ecotourism Network In Ireland, Aisling Ward, Shirley Millar

Publications

This exploratory paper examines how a community-based ecotourism network can sustain a destination from an economic, environmental and social perspective while pertaining to a degrowth approach that measures success beyond the traditional economic variables of volume and revenue. It focuses on the Burren Eco-tourism Network (BEN) in the West of Ireland, a region known for its unique landscape and natural heritage. Nine qualitative in-depth interviews were completed using a community-based tourism case study methodology. Evidence of a degrowth mindset was littered throughout the research and this was verified through the voluntary nature surrounding its origins, the equal requirements, training and …

Sustainability In The Cruising Industry: Innovations In Air Quality, Energy Efficiency, And Waste Management, Fikret Durmus, Mi Ran Kim

ICHRIE Research Reports

The cruise industry, a cornerstone of the global hospitality and tourism sector, faces increasing scrutiny over its environmental impact. As passenger numbers grow, so does the industry's responsibility to adopt sustainable practices. This report examines key innovations in air quality management, energy efficiency, and waste management, highlighting the industry's transition from historically high emissions and waste production to advanced sustainability initiatives. Key focus areas include evolving maritime regulations, adopting cleaner propulsion technologies, integrating energy-efficient solutions, and improving waste treatment practices. Findings indicate that industry leaders are investing in liquefied natural gas engines, exhaust gas cleaning systems, and onshore power supply …

Hospitality Operators And Cannabis Tourism In The South: Insights On Policy & Regulations, Nick E. Johnston, Kelly Way, Chloe Tyner, Betsy Garrison

ICHRIE Research Reports

Cannabis tourism offers new opportunities for U.S. hospitality, although regional adoption is limited and complex due to diverse legal frameworks. Through qualitative document analysis (QDA) of regulatory frameworks in 14 Southern U.S. states, this study compares policies on consumption, sales, and employment in states with limited or emerging cannabis programs. Findings reveal that hospitality operators can enhance guest experiences by creating private, wellness-focused cannabis environments and advocating for gradual policy adjustments. However, compliance with strict consumption, licensing, and workplace rules is essential to mitigate legal risks. This study highlights the South's cannabis tourism potential within politically conservative markets, suggesting that …

Gambling-Related User-Generated Content: An In-Depth Analysis Of Slot Machine Vlogs On Youtube, Tiange Xu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The growing popularity of social media platforms has transformed how gambling content reaches audiences, with gambling vlogs now attracting millions of viewers outside traditional marketing channels. Despite their reach and potential influence, these user-generated videos remain understudied in gambling research. This study sought to analyze slot machine vlogs by examining their portrayal of gambling experiences, assessing viewer engagement patterns, and identifying the video features associated with higher engagement metrics. Using a comprehensive mixed-methods approach, I analyzed 170 popular YouTube slot machine vlogs and 43,837 viewer comments through advanced analytical techniques. Latent Dirichlet Allocation topic modeling identified four themes in gambling …

Effect Of Street-Pricing Deregulation In U.S. Airports On Customer Satisfaction, Thorsten Merkle, Satheesh Seenivasan, Sushanta Das

ICHRIE Research Reports

This study investigates the impact of pricing policies and food and beverage (F&B) strategies on traveler satisfaction in the dynamic airport environment, with a focus on Phoenix airport in comparison with two other (undisclosed) major U.S. airports. Using a mixed-methods approach that integrates unstructured observations and social media analytics, the research provides a comprehensive understanding of passenger behavior, satisfaction, and spending patterns in airside F&B outlets.

Key findings reveal that traveler satisfaction is driven by factors such as service quality, timeliness, perceived value, and emotional engagement, with price sensitivity playing a relatively minor role. Phoenix International Airport exemplifies a successful …

The Effects Of Restaurant Cancellation Policies And No-Show Awareness Campaigns On Reservation Behaviors, Esther Kim, Jason Tang, Minji Kim, Eun Joo Kim

Department of Hospitality and Tourism Faculty Scholarship and Creative Works

This study addresses the persisting issue of restaurant reservation no-shows by applying the availability heuristic principle to analyze booking behaviors. Three experiments identified cancellation policy features and factors influencing booking and no-show behaviors. Findings confirmed that a cancellation barrier (i.e., strict policy and complex cancellation method) decreases no-show intentions and negatively affects booking intentions. This research suggests that a lenient cancellation policy, an easy cancellation method, and an awareness campaign can encourage positive guest booking behavior and reduce no-shows. Applying the availability heuristic principle to restaurant management, the current research enhances the understanding of psychological factors affecting guest decisions and …

Exploring Green Practices, Opportunities And Challenges Facing Tourism And Hospitality Industry For Sustainable Future In Rwanda, Paul Okumu

Journal of Global Hospitality and Tourism

This article examines the complexities surrounding green tourism practices in the global context with particular emphasis on Rwanda as a case study area. This article explores the opportunities presented to stakeholders and the challenges faced in achieving a sustainable future in tourism and hospitality consumption. The study pays keen interest to understanding the interaction between environmental conservation efforts, socio-economic development, and tourism sustainability. Thorough comprehensive literature review, key concepts and theoretical frameworks of green tourism are explored, laying the foundation for the analysis of previous studies on green tourism evolution globally and in developing countries. The study identifies factors influencing …

The Emergence Of Artificial Intelligence-Driven Reservation Services Analyzed Through Push-Pull-Mooring Theory And Their Potential To Enhance Tourism Experiences, Dimitra Skandali, Muhammad Ali Raza

Journal of Global Hospitality and Tourism

Artificial intelligence-based bath bed reservation services signify a novel evaluation of consumer behavior in densely populated tourist destinations. The phenomenon of overcrowded beaches, particularly during the peak summer months at well-known public beaches in Europe, has increased demand during rush hours. The research aims to clarify the key factors that influence the use of these applications, primarily on mobile phones, by applying the Push-Pull-Mooring Theory, in addition to identifying the primary causes of the high demand and the importance of staying close to the shore when sunbathing. The study emphasizes the impact of perceived risk and enjoyment on user behavior, …

Measuring Social Capital In Tourism Operation And Its Influences On Peoples’ Involvement, Kalimuththu Shanmuganathan, Nalin Abeysekera, L.P.S. Gamini, Lalith Chandralal

Journal of Global Hospitality and Tourism

This study developed a reliable scale for measuring Social Capital in the context of tourism operations and examines its influences on Peoples' Involvement. The quantitative research method was employed, and the five stages of data purification processes were performed: identification of dimensions and indicators, item-to-total correlation, and explorative factor analysis, confirmatory factor analysis, and the structural equation model. The study identifies four dimensional scales of social capital across 13 indicators: bonding social capital, social bridging capital, social linking capital, and social harmless capital, and confirms that social capital has a significant influence on peoples' involvement. As the first effort at …

The Interplay Of Website Characteristics, Attitude, And Booking Intentions For Different Hotel Websites: A Theory Of Reasoned Action Perspective, Atefeh Charmchian Langroudi, Imran Rahman, Maryam Charmchian Langroudi, John Stephan, Parisa Mohammadi

Journal of Global Hospitality and Tourism

Using the theory of reasoned action as the underlying theoretical foundation, this study examines the direct effects of compatibility, perceived usefulness, communicability, perceived risk, and perceived playfulness on attitudes toward online booking and the indirect effects of these variables on consumers’ intention to use three different online hotel booking channels - independent hotel websites, chain hotel websites, and third-party hotel websites. Additionally, this study tests the direct effect of attitude towards online booking on consumers’ intention to use the three online booking channels. Collected data from 638 participants via Amazon M-Turk was analyzed using partial least squares based structural equation …

Art Meets Commerce: How Exhibitions Shape Visitor Behavior In Tourism Shopping Centers, Xi Wang, Rui Ma, Lan Yang, Jie Zheng

Journal of Global Hospitality and Tourism

Serving as prominent leisure and entertainment platforms, tourism shopping malls have evolved their appeal by integrating art exhibition centers, thus magnifying the retail ambiance. This study dived into the correlation between the incorporation of these art centers within tourism shopping environments and the subsequent consumer propensity to visit, encompassing a meticulous evaluation of both the art exhibits attributes and art exhibition center attributes. Utilizing the technique of structural equation modeling for the analysis, this research unraveled various aspects of this interplay with 437 surveys from art exhibition customers in shopping malls. It was found that all the examined factors, with …

Exploring Strategies And Innovations In Airline Profitability Assessment: The Role Of Artificial Intelligence, Elif Degirmenci

Journal of Global Hospitality and Tourism

The airline industry's profitability assessment remains a complex yet critical aspect of strategic decision-making, spanning from hub profitability to individual flight performance. This paper explores the diverse methodologies and challenges involved in evaluating both line and network profitability, emphasizing the need for innovative approaches in reconciling variable costs associated with aircraft types and route assignments. Traditional methods are juxtaposed with innovative concepts like the Blended Aircraft Cost model, offering insights into enhancing market route profitability. Additionally, advanced methodologies such as horizontal and vertical methods are discussed, alongside the role of artificial intelligence in revolutionizing real-time profitability analysis. Through a comprehensive …

Experience Accounting To Improve Strategic Decision-Making In A Rural Resort: Application Case Report, Mats Carlbäck, Ganna V. Demydyuk

Journal of Global Hospitality and Tourism

This report explores the application of Experience Accounting (EA) to enhance strategic decision making in a rural resort, focusing on improving profitability through customer-centric financial management. This study addresses the challenges faced by small- and medium-sized enterprises (SMEs) in the hospitality industry, particularly the lack of tailored information systems for effective decision-making. By integrating the Resource-Based View (RBV) and the stimulus-organism-response (S-O-R) paradigm, EA aligns cost accounting with customer-perceived value, optimizing resource allocation to enhance customer experience and willingness to pay. The case study of a rural upmarket resort demonstrates the practical implementation of EA, revealing insights into resource consumption …

Identifying The Level Of Physical Activity (Pa) In Hospitality & Tourism, Kinesiology, And Recreation Students, Erick Kong, Dal-Hyun Moon, Alexandra Sandoval

ICHRIE Research Reports

Purpose – This study examines the impact of COVID-19 on Physical Activity (PA) on hospitality & tourism, kinesiology, and recreation students at California State University. The findings will help understand a direct impact on what is needed to be in place on campus in order to support and promote normal levels of PA as recommended by the World Health Organization.

Methodology/Design/Approach – PA was measured by a modified version of the International Physical Activity Questionnaires (IPAQ) questionnaire. There were 116 students that participated in this study, respondents were mostly students who are majoring in hospitality & tourism, kinesiology, and recreation. …

Frameworks For Measuring Regenerative Tourism: Supply And Demand Indicators With A Dynamic And Holistic Approach, Asif Hussain

Journal of Sustainability and Resilience

This paper examines regenerative tourism as a holistic approach that goes beyond sustainability by actively restoring and enhancing social-ecological systems. Recognizing tourism’s interconnectedness with economic, social, cultural, and environmental systems, it presents regenerative tourism as a dynamic model integrating supply and demand perspectives to promote innovation, resilience, and renewal. On the supply side, regenerative tourism emphasizes ecological restoration, sustainable practices, economic stability with minimal environmental harm, and authentic experiences. On the demand side, it aligns with the rising preference for ethical, participatory, and immersive tourism, involving tourists as active contributors to destination well-being. The paper highlights the importance of multidimensional …

Identifying Intangible And Biocultural Heritage Elements Toward Environmental Understanding: Engaging Stakeholders Through Art, Martha B. Lerski

Publications and Research

Grounded in a case study in Barbuda in the Caribbean, this research examines sustainability from the perspective of what arts and heritage can contribute to community engagement and local and broader understandings about the environment. This article documents a growing body of literature recognizing the role of arts and culture, including local knowledge and traditional ecological knowledge (TEK), in climate change endeavors. Art and TEK present expansive world views. Contextual information situates research done on the island of Barbuda pre- and post-Hurricane Irma. Visual arts workshops engaged community members in mixed methods research. Results documented cultural elements, particularly intangible and …

A Comparative Analysis Of Passenger Demand For Two Airport Hubs In The United States, Selcuk Ertekin, Fassil Fanta

Journal of Applied Marketing Theory

This paper studies the passenger demand for two airport hubs in the United States using econometric time-series modeling. By focusing on the traditional determinants of demand (national income and price), this paper compares the econometric dynamics of passenger demand for a large and a small airport hub. We found that there is a sustained relationship between income, price, and revenue passenger miles over time. We also found that a shock in GDP causes a disruption that has a lasting impact on passenger demand.

Valuate Jammu & Kashmir Tourism In Breadth Of Media Dailies And Time Period: A Content Analysis, Tahmeed Ahmad Badam Mr

Journal of Tourism Insights

Background: The study takes in to consideration Jammu & Kashmir tourism industry from media’s point of view; quantitative cum qualitative content analysis for articles has been carried out to evaluate different trends and aspects.

Objectives: Firstly, to analyze reportages in the index of assigned nomenclatures regarding Jammu & Kashmir tourism among selected local and national dailies. Secondly, measure the average mean values and their variance in respect to number of contents and classified themes.

Sampling selection: Four renowned media dailies have been selected conveniently for content analysis on the basis of their circulation. Systematic random sampling framework has been carried …

Tourist Expectation And Their Perception Towards Service Quality : The Case Of Baidyanath Dham Jyotirlinga, Deoghar, Vaishali Singh, Anjan Bhuyan

Journal of Tourism Insights

The purpose of this study is to examine the perceptions and expectations of tourists regarding the Service Quality attributes at Baidyanath Dham Jyotirlinga in Deoghar, Jharkhand. The aim is to identify the significant areas of shortcomings in the tourist amenities/services offered at the pilgrimage site and suggest ways to improve the overall pilgrimage experience. The study used the scale development procedures provided by Churchill (1979) and Hinkin (1995) as the initial step in developing a service quality scale. First, a thorough literature analysis highlighted six crucial factors: accommodation, information accessibility, transportation, safety and security, hygienic food and drink, and temple …

On-The-Go Dining In America: Comparing Convenience, Service Quality, And Satisfaction In Qsr Versus Gas Station Food, Shiva Jahani, Mohammed Lefrid, Lorie A. Tuma

Journal of Tourism Insights

Purpose

The objective of this multi-group study is to examine the influence of service quality and convenience on customer satisfaction in quick service restaurants (QSRs) versus gas stations.

Design/methodology/approach

Data were collected online from 552 participants in the USA and analyzed using partial least square structure equation modeling (SmartPLS).

Findings

Service quality and convenience are strong predictors of customer satisfaction in both QSR restaurants and gas station food outlets. In addition, this study concluded significant differences between QSRs and gas stations in terms of these relations.

Research limitations/implications

This study makes a significant contribution to the foodservice and consumer behavior …

The Indirect Effects Of Authentic Value And Attitude Toward Food Vlogs On The Link Between Trustworthiness And Visit Intentions: A Serial Mediation Analysis, Jean Paolo Lacap, Ronnie Moranas, Kristina Paula Domasig, April Irish Rey, Trishia Nicole Perlas

The South East Asian Journal of Management

Research Aims: The current study investigates how food vloggers’ trustworthiness influences viewers’ visit intention toward the featured food destination. Furthermore, it examines whether food vlogs’ authentic value and viewers’ attitudes toward food vlogs serially mediate the link between source trustworthiness and visit intentions.

Design/Methodology/Approach: The respondents were identified using a purposive sampling technique. Causal-predictive research design and path modelling via partial least squares was employed to measure the hypothesised relationships.

Research Findings: Source trustworthiness has a significant and positive influence on attitudes toward food vlogs and food vlog’s authentic value. Additionally, the food vlog’s authentic value was found to have …

Tackling No-Shows In Fine Dining: Insights Into Cancellation Policies And Consumer Awareness Campaigns, Esther Kim, Jason Tang

Department of Hospitality and Tourism Faculty Scholarship and Creative Works

This research aims to identify how fine dining restaurants can effectively implement reservation cancellation policies to address the issue of no-shows by applying equity theory, the dual entitlement principle, and social cognitive theory. Two experiments identified cancellation policy elements that influence restaurant evaluations and reservation behaviors. Findings revealed that cancellation policies negatively influence restaurant evaluations, and that policy strictness and awareness can attenuate this relationship via perceived fairness while enhancing the likelihood to book reservations and honor reservations. This research suggests that restaurants can benefit from implementing lenient cancellation policies and introducing awareness of the adverse impact of no-shows to …

Pineapple Express: The Legality Of Introducing Cannabis Tourism To Arkansas, Chloe Tyner

Human Nutrition and Hospitality Management Undergraduate Honors Theses

This research delves into the legal aspects of introducing cannabis tourism to Arkansas. The objective of this study was to create a framework for hospitality professionals in Arkansas to understand what areas of recreational cannabis law would impact their industry should Arkansas legalize recreational cannabis. Through a document analysis comparing Arkansas and Colorado’s liquor and cannabis laws, this study investigated how both states regulate alcohol and cannabis and the legal challenges Colorado has seen since its inception of recreational cannabis sales.

Challenges to this study included a limited existing body of knowledge for cannabis tourism and the contradicting federal and …

Understanding The Motivations Behind Engaging With Hospitality-Related Facebook Fan Pages, Kunsoon Park, Xu Li

Journal of Global Hospitality and Tourism

Understanding the motivations behind social media participation is crucial for brand managers looking to enhance customer loyalty and attract new customers. This study explores the factors driving consumer engagement with hospitality brand Facebook pages, identifying key motivations and engagement patterns. Utilizing a comprehensive multi-phased methodology—descriptive analysis, factor analysis, canonical correlation analysis, cluster analysis, and discriminant analysis—data were gathered from a survey of 501 adults engaging with the Facebook page. The results show that consumers prioritize brand interaction, social integration, and information-seeking over entertainment or rewards. Two distinct consumer groups emerged: passive observers and active participants, with a preference for contributing …