Tour. Hosp., Volume 6, Issue 1 (March 2025) – 49 articles

Guided by the situational crisis communication theory (SCCT), this study explores how a destination marketing organization (DMO) managed crisis communication during a prolonged low-responsibility crisis. It analyzes the production process of crisis communication, the crisis communication content shared on Facebook to protect the destination’s image during COVID-19, and evaluates which crisis response strategies led to higher audience engagement. This study used a single instrumental case study with an exploratory sequential approach. A semi-structured interview was conducted with Visit Portugal’s Communication and Digital Marketing Director. Then, Facebook content from Visit Portugal, posted between 1 January 2020 and 5 May 2023, was collected and analyzed. By analyzing the DMO’s crisis communication workflow, decision-making processes, and content shared on social media, it was found that secondary response strategies effectively safeguarded and improved the destination’s image, leading to higher audience engagement. This study provides DMOs with valuable insights into the development of effective crisis communication strategies when navigating low-responsibility crises. Full article

This study investigates the attitudes of local communities in Western Serbia toward tourism development, with a focus on the potential for implementing community-based tourism (CBT) as a sustainable model. CBT emphasizes local community involvement in tourism planning and benefits, fostering inclusivity and enhancing socio-economic well-being. By surveying 845 residents in Western Serbia, this research examines their perceptions of tourism’s social, environmental, and economic impacts, as well as their level of support for tourism growth and their sense of attachment to the community. Using statistical methods such as correlation, regression, and descriptive analysis with SPSS 23, this study identifies positive correlations between residents’ attitudes, support for tourism, and attachment to their communities. The findings reveal that local residents generally view tourism growth favorably, with a strong preference for economic benefits over social and environmental ones. Furthermore, community attachment plays a significant role in motivating residents to support future tourism initiatives. These insights suggest that aligning tourism development strategies with the residents’ priorities, particularly economic benefits and community attachment, is essential for promoting sustainable and harmonious tourism growth in Western Serbia. The research highlights the potential of CBT in fostering long-term socio-economic benefits for local communities while minimizing adverse impacts. Full article

The complexity of companies in the restaurant industry is clear, and various techniques can be used to make decisions. The analysis of performance and the optimization of restaurant menus are considered important, which is why several approaches can be used. The objective of this study is to achieve financial sustainability in the restaurant industry through menu performance analysis and identifying strategies to improve menu profitability. A qualitative methodology of a dual case study was adopted by comparing a restaurant within a hotel and a street restaurant. The results show that for restaurant owners and managers, these approaches are useful, simple, and pertinent for measuring the performance of the restaurant menu and consequently improving results. The originality of this research lies in the fact that three analysis models were applied simultaneously, allowing for an in-depth analysis of the profitability of the menus being analyzed. This study identified the most profitable items for each restaurant and the items that needed to be changed to contribute more to the profitability of the restaurant’s menu, resulting in practical implications. Through theoretical implications, this study corrects the limited knowledge about performance through the restaurant menu, creating a starting point for knowledge spreading to society. In conclusion, this research is one of the first to bridge the gap between theory and practice, taking several approaches to assess restaurant menu performances, which can be useful in restaurants to promote sustainability. Full article

Emotional contagion is a common phenomenon among hotel employees, creating an environment of shared emotions that can influence work-related outcomes such as job performance, job satisfaction, and psychological well-being. However, strategies to mitigate or regulate its effects in hotels remain underexplored. This quantitative study used the PLS-SEM data analysis approach to examine the influence of emotional contagion on these outcomes and explores how psychological resilience and leader–member exchange (LMX) can moderate its impact. Specifically, this study examines (1) the direct influence of emotional contagion on job satisfaction, job performance, and psychological well-being; (2) the mediating role of psychological well-being in the links between emotional contagion and both job performance and job satisfaction; and (3) the moderating roles of LMX and psychological resilience on the relationships between emotional contagion, psychological well-being, job satisfaction, and job performance. Drawing upon social and emotional resource theories, this study employs a quantitative approach and uses a structured questionnaire survey administered among frontline employees in hotels in Egypt. Based on the valid responses of 792 participants, the study employed the PLS-SEM data analysis method using Smart PLS 4.0. The findings reveal that emotional contagion significantly directly impacts workplace outcomes and through psychological well-being. Furthermore, high-quality LMX and greater psychological resilience buffer the negative effects of emotional contagion, underscoring their critical roles in the workplace. The study contributes to the organizational behavior literature by highlighting the interplay between emotional and psychological factors in shaping employee performance and satisfaction. Full article

This study explores the influence of social media on tourists’ decision-making processes, focusing on Cape Verde as an emerging tourist destination. The aim is to understand how social media platforms shape tourists’ perceptions and choices and how demographic factors like age and education affect the selection of information sources. A survey was conducted with 259 individuals intending to visit Cape Verde, employing a non-probability convenience sampling method. Data were analysed using chi-square tests to examine associations between age groups, education levels, and the use of social media and information sources. The results reveal significant associations between age and social media platform preference, with older tourists (44–79 years) favouring Facebook and younger tourists (18–29 years) preferring Instagram and TikTok. Additionally, education level influences the choice of information sources; higher-educated individuals are more likely to use social media and conduct independent research, while those with lower education levels tend to rely more on travel agencies and tourism fairs. These findings highlight the importance of tailored marketing strategies that account for demographic differences, offering practical insights for destination marketing organizations (DMOs) to better engage with diverse tourist segments. Full article

The research of revenue management (RM) practices is widespread in the accommodation sector, but not in the restaurant industry. This study aims to ascertain which RM practices are the most used in the restaurant industry, organizing them by clusters, identifying those that imply profit maximization and describing the challenges of their implementation. Mixed methods were used as the methodology through a systematic literature review, which was submitted to a brief descriptive analysis and content analysis. Data were retrieved from the Scopus database, and, using the PRISMA diagram, 70 papers were collected for comprehensive analysis of their content. The results of the studies identified five main areas of RM and 21 practices, some specific to the restaurant industry, with reservations and meal duration management being the most used practices. Reservations have been implemented in many restaurants but are not a reality for all of them. A well-managed meal duration increases restaurant capacity. Furthermore, customer satisfaction implies the success of all other practices since customers must understand and accept the RM practices for their success. As a theoretical implication, this study contributes to the development of research into the RM practices of restaurants, and as practical implications, restaurant managers should implement the following practices: meal duration management, indicators, and table mix. This study contributes to future research, such as analyzing the relationship between sustainability and RM, applying RM to the beverages department, and including RM in consumer behavior in the context of future crises. Full article

This research tackles an essential gap in understanding how passengers prefer to interact with artificial intelligence (AI) or human agents in airline customer service contexts. Using a mixed-methods approach that combines statistical analysis with fuzzy set theory, we examine these preferences across a range of service scenarios. With data from 163 participants’ Likert scale responses, our qualitative analysis via fuzzy set methods complements the quantitative results from regression analyses, highlighting a preference model contingent on context: passengers prefer AI for straightforward, routine transactions but lean towards human agents for nuanced, emotionally complex issues. Our regression findings indicate that perceived benefits and simplicity of tasks significantly boost satisfaction and trust in AI services. Through fuzzy set analysis, we uncover a gradient of preference rather than a stark dichotomy between AI and human interaction. This insight enables airlines to strategically implement AI for handling routine tasks while employing human agents for more complex interactions, potentially improving passenger retention and service cost-efficiency. This research not only enriches the theoretical discourse on human–computer interaction in service delivery but also guides practical implementation with implications for AI-driven services across industries focused on customer experience. Full article

This paper critiques the Western-centric lens in gender studies, emphasising the need for decolonial, intersectional, and inclusive methodologies in community-based tourism (CBT) research. It argues that universalist narratives often overlook local power structures, gendered labour divisions, and socio-economic inequalities, disregarding localised knowledge and the structural barriers that shape women’s realities in tourism. In the case of rural women, these dominant perspectives fail to address key issues such as the unequal distribution of benefits, the complexities of tourism participation, and the tensions between market demands, social change, and cultural preservation. This paper calls for context-sensitive approaches that amplify women’s voices and lived experiences in CBT. It highlights the urgency of decolonising knowledge, challenging hegemonic epistemologies that homogenise women’s experiences and reinforce Eurocentric gender norms. The study also underscores intersectionality as a crucial tool to expose the overlapping systems of oppression—including ethnicity, class, race, and access to global tourism markets—that deepen gender inequalities in CBT. Without a decolonial and intersectional lens, tourism studies risk reproducing extractivist logics that marginalise local voices and perpetuate inequitable structures. Future research must move beyond Western frameworks, fostering more ethical, sustainable, and socially just approaches to gender studies in tourism. Full article

During the COVID-19 pandemic, the tourism sector encountered multiple challenges. Numerous governments chose to lock down their cities and countries. Despite this, many companies found their online businesses making the greatest leaps in their portfolios, and social media platforms became one of the most valuable sources of information for purchase decisions. There have been numerous studies on the effects of social media reviews—a form of electronic word-of-mouth (eWOM)—on consumer behavior. Few were found to be related to their impact on group package tours (GPTs) while considering mixed eWOM, that is, both the positive and negative forms present in word-of-mouth communication. As the tourism sector gradually revives, the need to further explore how tourism and hospitality service providers can adapt to changes in post-pandemic consumer behavior has become imperative. The influence of social media reviews on consumers’ value perceptions of a GPT to Japan, allowing for the influence of the marketing mix element of advertised price, was examined through online experiments in this study. Positive, negative, and mixed eWOM were examined. It was found that eWOM was more influential on consumers’ value perceptions than the advertised price for all price acceptability levels. Mixed eWOM was found to negatively affect consumers’ final price perceptions which override the impact of quality perceptions in value formations. The value perceptions of the GPT became less acceptable when eWOM was mixed compared to when eWOM was absent or was positive. Mixed eWOM had a negative effect on value perceptions but not as great as when negative eWOM was present, and this was consistently found to apply for all price acceptability levels of the GPT. This study’s contribution to eWOM research and implications for the post-pandemic recovery of tourism and hospitality service providers are made, together with suggested strategies using innovative technologies and communications to enhance their adaptive resilience in the new normal. Full article

This paper investigates a sustainable proposal for tourist hospitality. It presents a Life Cycle Assessment (LCA) analysis to evaluate the set-up phase of a new hostel by comparing two different scenarios of interior design: one with new furniture and another with reused furniture (collected thanks to the involvement of the local community). This LCA analysis is applied to the case of a public hostel located in a small village along the Italian VENTO cycleway. By focusing on the reuse of existing structures and objects, rather than constructing or producing new ones, the study aims to explore environmentally conscious hospitality, which can also include positive social impacts. The results of the analysis also demonstrate the relevance of applying sustainable practices during the setting-up phase of the hospitality building, enlarging the usual approach that is more dedicated to the “using” phase (concerning the energy savings in heating and cooling or the reduction in plastic waste, the laundering of towels and bedding, and the single-use of personal care products). Full article

This study explores how gender influences risk perception and tourist destination choice by examining the academic literature from the Web of Science and Scopus databases spanning 1995 to 2022. Through bibliometric methods, this research uncovers patterns, leading themes, and gaps in integrating gender within tourism and risk perception studies, especially during periods of heightened global risk awareness. Using bibliometric analysis, with keywords, citations, and author networks in relevant publications, co-authorship and co-citation analyses were used to identify key contributors and thematic clusters. Data visualization through VOSviewer and SCIMAT provided insights into relational trends, while alternative metrics offered a broader perspective on research dissemination and relevance. Results indicate that gender is gradually being incorporated into research on risk and tourist destination choice but remains less central than risk perception and tourism. Research in this area tends to increase in response to global crises, such as the COVID–19 pandemic. This study examines English language publications from Web of Science and Scopus, potentially limiting the generalizability of findings to non-Western contexts. By examining temporal trends, influential authors, and alternative metrics, this analysis reveals new pathways for integrating gender more fully into tourism and risk research. Full article

The European Union has been trying to adjust its tourism policy in response to the challenges posed by the recent COVID-19 pandemic. The funding of the EU Cohesion Policy has been one of the primary mechanisms guaranteeing that all regions can be prepared to receive tourists and cope with the sustainability challenges the pandemic has raised. The recovery and resilience plan (PRR) is the most recent instrument created to help economic growth in most European Union countries. The implementation of the PRR in Algarve and Alentejo has been fundamental to understanding the Portuguese tourism sector, as these regions are heavily dependent on tourism sector revenue and were hit hard by the consecutive lockdowns in recent years. Therefore, this policy, in brief, critically assesses the tourism-related projects that received funding from the PRR until November 2023 (ex ante) and their potential to guarantee long-term tourism sustainability in Algarve and Alentejo. Despite not achieving the expected efficiency results due to delays in project execution and low investment, the PRR is still a positive upgrade for tourism-related policy in Algarve and Alentejo. Full article

Despite the many advances and successes of tourism economics, a number of major issues remain unseen by, immune to, and unaffected, or even exacerbated, by its approaches and prescriptions. To address this shortcoming, prompted by the 20th anniversary of the critical turn in tourism, this article proposes the addition of a more critical approach to the subject. It uses a rigorous conceptual method to assess tourism economics using a critical theory lens. It then sets out an agenda for a more critical economics of tourism. This requires the scrutiny of ideology, methodology, and power, and the development of alternative tools guided by the values of distributive justice and mindful of the constraints of sustainable development. Full article

AI-controlled chatbots have been used in travel services for some time and range from simple hotel reservations to personalized travel recommendations. However, the acceptance of chatbots compared to human interlocutors has not yet been extensively studied experimentally in the tourism context. In this experimental, randomized, vignette-based, preregistered 2 (agent: AI chatbot/human counterpart) × 3 (situation: positive/neutral/negative) between-subjects design, we hypothesized that booking intention is reduced in chatbots compared to human agents and in situations where the booking can only be made under more negative than the original conditions. Additionally, we hypothesized an interaction effect between agent and situation, presuming that the decrease in booking intention in negative situations would be less strong for human agents than for chatbots. Structural equation modelling of the data indicates strong support for the Technology Acceptance Model in the booking context. As presumed, the booking intention was lower in the negative situation and borderline lower for the chatbot. The interaction effect was shown descriptively in the data. Chatbots are recognized during the booking process and less accepted to support bookings than their human counterparts. Therefore, managers should design chatbots as human-like as possible to avoid losing sales when outsourcing customer contact activities to AI technologies. Full article

Artificial intelligence (AI) stands out as a transformative force in various sectors, offering both new opportunities and challenges. In tourism and music events, AI has proven to be a powerful tool for improving the attendee experience, personalizing artist recommendations, optimizing event logistics in real time, and enhancing audience interaction through virtual assistants and immersive visual effects, thus highlighting its transformative potential. This study aims to analyze the impact of applying AI to the experience of consumers at music festivals. In particular, the research examines the impact of AI on the quality of information delivered, the extent of consumer engagement with brands at the event, and the level of trust in the technology. A quantitative methodology was used, collecting 400 responses from Portuguese consumers who attended music festivals. The results show that the quality of information and the AI positively influence customer engagement with the brand. Greater customer engagement, in turn, increases the willingness to use AI solutions. Trust in AI is significantly shaped by the quality of the information and the reliability of the system, which further promotes electronic word-of-mouth (eWOM) and the willingness to adopt AI. In addition, eWOM plays a key role in encouraging the use of AI technologies. Finally, memorable tourist experiences positively influence the willingness to adopt AI, underlining the importance of experiential factors in promoting adoption. These results highlight the interconnected roles of information quality, trust, involvement, and user experiences in shaping attitudes toward artificial intelligence applications. This study expands the literature by analyzing how AI-driven information quality influences consumer trust and engagement, thus emphasizing the need to optimize these factors for better festival strategies. It highlights the link between trust and positive eWOM, showing that trust based on high-quality information enhances the festival’s reputation and attracts participants. A key contribution is its exploration of how trust and eWOM influence AI adoption at future festivals, which offers insights to boost credibility and acceptance. Lastly, it provides strategic guidelines that improve attendee experience and festival management. Full article

In its long-term vision for tourism development (2017–2036), Thailand has chosen to focus on the development of quality tourism, which is supposed to enable sustainable tourism development and a more inclusive sharing of tourism-generated revenues. However, the use of the term “quality tourism” remains conceptually unclear, and the means by which quality tourism will enable a more inclusive sharing of wealth remain ambiguous. Taking the tourist island of Phuket as a case study, we question how quality tourism has materialized on the island and how it has affected the configuration of power between large international hotel chains and local hotel operators regarding tourism development. Guided by a critical political economy framework and based on a qualitative methodology involving triangulation of data collection among official documents, semi-structured interviews, and participant observation, we argue that quality tourism in Phuket, although justified as a form of sustainable tourism, is more akin to luxury tourism. This has led to greater concentration of wealth among large hotel chains and real estate groups who have taken advantage of quality tourism-related policies to boost their portfolios at the expense of local stakeholders. Full article

Womens’ entrepreneurial endeavours, particularly in rural areas, have led to establishing Small and Medium-sized Enterprises (SMEs) focused on tourism initiatives, significantly enhancing rural tourism experiences while promoting local culture. Co-creation, a concept extensively studied in the tourism industry, involves the collaborative generation of ideas in production and consumption driven by stakeholders with vested interests in specific products and services. Policy co-creation, in particular, has become a key driver in enhancing a country’s tourism competitiveness through a collaborative and inclusive development approach. Despite the extensive exploration of co-creation in tourism, the role of women entrepreneurs in this process remains underexamined. This study aims to address this gap by identifying and exploring co-creation initiatives that demonstrate how women entrepreneurs contribute to tourism policy and development. Using a qualitative research approach, it is based on thirty (30) semi-structured interviews with key tourism stakeholders, including policymakers, entrepreneurs, tourism professionals, and representatives from relevant organisations. Findings from the interviews underscore the central role of women entrepreneurs in the co-creation of tourism policies, particularly in rural areas. Their entrepreneurial contributions extend beyond economic growth, as they engage in shaping policies that support sustainable tourism and local development. Through their innovative approaches, women entrepreneurs regenerate traditional products by incorporating modern techniques, ensuring their offerings remain relevant and appealing to diverse visitor demographics and evolving market trends. This study further highlights that effective policy frameworks are crucial to enabling and amplifying women’s contributions to tourism development. Policies that support co-creation processes—such as inclusive decision making, funding accessibility, and capacity-building programs—play a transformative role in unlocking the potential of women entrepreneurs or encouraging more women to embark on an entrepreneurial venture within the tourism sector. Full article

Climate change has profound impacts on tourists’ travel demands, travel decisions, travel experiences, and the development of the tourism industry. Consequently, understanding tourists’ knowledge, attitudes, and practices (KAP) towards climate change is important to the future development of tourism. This study aimed to identify and evaluate the existing literature concerning tourists’ KAP towards climate change through a systematic review. A total of 76 articles were included to provide a comprehensive overview of tourists’ KAP towards climate change since the 1950s. This study identified a significant increase in relevant research output in recent years; however, it also found a noticeable geographical bias, with a concentration in Europe and North America. While tourists generally demonstrated a good understanding of climate change and its impact on tourism, they showed a lack of awareness regarding the environmental consequences of air travel and were reluctant to reduce air travel. Most tourists believed that governments should take the lead in addressing climate change, with only a minority recognizing their individual responsibility. Furthermore, the perceived threats of climate change directly influenced tourists’ travel decisions, prompting them to modify their travel plans, posing a challenge for tourist destinations. These findings can guide the development of policies related to climate education and sustainable tourism practices. Full article

This study explores visitor perceptions and behaviors regarding sustainable tourism in Brighton, focusing on the economic, environmental, and social dimensions of sustainability across key tourism sectors, including Destination Management Organizations (DMOs), Tour Operators (TOs) and Travel Agencies (TAs), and accommodation and transportation sectors. Using the Statistical Framework for Measuring the Sustainability of Tourism this study identifies critical areas for improvement and proposes a comprehensive model to enhance the sustainability and resilience of the city’s tourism supply chain. The findings reveal that certain stakeholders in the tourism supply chain are highly regarded for their community engagement and sustainability efforts, while others are seen as needing more focus on social responsibility and community engagement. Some areas show significant gaps in environmental sustainability, while others excel in economic performance but lack integration of environmental and social considerations. The final model integrates targeted approaches to address sustainability gaps across Statistical Framework for Measuring Sustainability of Tourism (SF-MST) scales. It emphasizes the need for community-focused initiatives and effective visitor management to enhance social and environmental sustainability. Economic aspects are addressed through partnerships aimed at promoting sustainable transport and implementing green certification practices. Additionally, the model highlights the importance of inclusive economic programs and transparency to strengthen the social and economic dimensions of sustainability. The integrated model advocates for a holistic, optimized tourism supply chain management approach, ensuring sustainable practices across all sectors. This research contributes actionable insights for policy and destination management, promoting a balanced approach to economic growth, environmental preservation, and community well-being in Brighton’s tourism landscape Full article

This study contributes towards the burgeoning literature on the negative social consequences of touristification by uncovering the entanglement of gender violence and the territories produced by tourism in Lisbon’s nightlife districts. Drawing upon a perspective of body-territory, this study questions how gender-based violence affects nightlife workers in a touristified urban centre. The research is based on a year-long ethnographic study of women’s workplaces at night, which includes different forms of observation and a set of interviews with women and non-binary workers. The findings of the study describe the territorial dimension of violence for the workers of Lisbon’s tourism-oriented night life, focusing on the asymmetrical repartition of violence, which varies in its nature and intensity according to the neighborhood, the status of the venue, and the workers’ level of experience and authority in the venue. The conclusion of this study underlines the significance of territory for understanding the dynamics of gender-based violence in the nightlife and discusses future avenues of research on the topic. Full article

Community-based tourism (CBT) is an innovative and participatory approach that places local communities at the center of tourism development. This model aligns with the United Nations Sustainable Development Goals (SDGs), particularly SDG 1 (No Poverty) and SDG 8 (Decent Work and Economic Growth). Through a synthesis of global case studies from regions such as Nepal, Kenya, Costa Rica, South Korea, and Zimbabwe, this paper examines the transformative potential of CBT in fostering inclusive economic growth, empowering marginalized communities, and promoting cultural and environmental sustainability. Content and comparative analyses reveal how CBT generates sustainable livelihoods, preserves cultural heritage, and addresses governance and dependency challenges. The study highlights interlinkages between SDGs 1 and 8 and provides actionable strategies for stakeholders, including policymakers, residents, tourists, and academics. Recommendations for addressing implementation barriers and future research directions underscore the need for innovative solutions, technological integration, and long-term community resilience planning. This paper affirms CBT’s role as a global model for sustainable tourism and equitable development. Full article

This paper explores the intersection of tourism and environmental theories, highlighting how sustainability serves as a critical bridge between the two disciplines. Tourism theories such as Butler’s Tourism Area Life Cycle (TALC) and the Theory of Planned Behavior (TPB) provide insights into destination development and tourist behavior but often lack an ecological perspective. The environmental framework, including Ecological Modernization Theory (EMT) and Common-Pool Resource (CPR) Theory, emphasizes sustainable resource management and the interconnectedness of human activities and natural systems. This paper examines common concepts such as carrying capacity, sustainable development, and behavioral insights while also identifying tensions between economic growth and environmental preservation. Case studies from Costa Rica, Hawaii, and Thailand illustrate practical applications of these theories in real-world settings, revealing how tourism can be both a threat and a tool for conservation. My paper concludes that integrating environmental impact assessment (EIA) and community-based tourism (CBT) models into tourism planning can lead to better long-term resource management. It recommends the adoption of stricter regulations on tourism development in fragile ecosystems, the implementation of eco-certifications, and the promotion of locally governed tourism initiatives. These strategies will ensure the sustainability of both tourism activities and the ecosystems on which they depend. Full article

Delivering superior value in sustainable accommodation is critical for gaining a competitive advantage in the tourism market. However, till now, little is known about how individual cultural orientations impact tourists’ perceived value of sustainable accommodations. This study investigates the role of cultural orientations, based on Hofstede’s dimensions, in shaping perceptions of functional, social, and emotional value among 1402 tourists in Spain and Lithuania. Data were collected using a comprehensive survey and analyzed through descriptive statistics, bivariate correlation, and multiple regression. The findings reveal that cultural dimensions such as collectivism and uncertainty avoidance significantly influence perceptions of sustainable accommodation value. This study is unique in examining all five of Hofstede’s cultural dimensions at an individual level, offering novel insights for cross-cultural tourism research. Practical implications include designing culturally sensitive value propositions to attract diverse tourist segments and contributing to global sustainability initiatives in tourism. Full article

This paper focuses on analyzing online visitor reviews of Romanian palaces and castles because these comments could represent the starting point for improving tourist offerings. Additionally, expert evaluations were included in analyzing the relevance of the information obtained for managerial decision-making at the company level. In the first stage of the analysis, 18 castles and palaces with a TripAdvisor account from three Romanian historical regions were identified: Moldavia, Muntenia (Wallachia), and Transylvania. The study used a qualitative technique to examine visitors’ cultural experiences by analyzing 1399 online evaluations from TripAdvisor. The findings reveal that visitors exhibited positive emotional reactions toward the castles and palaces in Romania and preferred integrated cultural services. The tourists expressed their opinions online related to visiting the respective castles/palaces, restaurants visited in the area, and the quality of the accommodation services. Research methods associated with expert evaluations applied periodically can become active support tools for managerial decisions in the adaptation/diversification of service packages based on the consumer category. The findings could serve as managerial resources for companies to enhance their cultural heritage offerings, better reach their target audiences, and align with their preferences and interests. Full article

With the rapid development of digital networks and communication technologies, traditional word-of-mouth (WOM) has transformed into electronic word-of-mouth (eWOM), which plays a pivotal role in improving the management and service quality of ancient town tourism. This study uses Python web scraping techniques to gather eWOM data from the top ten ancient towns in southern China. Using IPA analysis, the analytic hierarchy process (AHP), Term Frequency–Inverse Document Frequency (TF-IDF), and cluster analysis, we developed a comprehensive eWOM evaluation framework. This framework was employed to perform word frequency analysis, sentiment analysis, topic modeling, and rating analysis, providing deeper insights into tourists’ perceptions. The results reveal several key findings: (1) Transportation infrastructure varies significantly across the towns. Heshun and Huangyao suffer from poor accessibility, while the remaining towns benefit from the developed transportation network of the Yangtze River Delta. (2) The volume of eWOM is strongly influenced by seasonal patterns and was notably impacted by the COVID-19 pandemic. (3) The majority of tourists express positive sentiments toward the ancient towns, with a focus on the available facilities. Their highest levels of satisfaction, however, are associated with the scenic landscapes. (4) A comprehensive eWOM analysis suggests that Wuzhen and Xidi–Hongcun are the most popular tourist destinations, while Zhujiajiao, Huangyao, Zhouzhuang, and Nanxun exhibit lower levels of both attention and visitor satisfaction. Full article

The purpose of this study is to evaluate green hotels in Sentosa Island, Singapore, with big data analysis utilizing online reviews regarding environmental sustainability practices. Tourism, while providing significant economic benefits, also contributes to environmental degradation, particularly through the hotel industry, which accounts for a substantial share of global greenhouse gas emissions. Sustainable tourism practices are becoming increasingly popular as the public becomes more aware of the environment. As a result, green hotels emerged as a solution and hotels are taking steps to become eco-friendly. Based on the 3579 online reviews, the findings indicate that green practices, including water and energy conservation, play a crucial role in enhancing customer satisfaction, alongside traditional hospitality elements such as service quality and amenities. The integration underscores the importance of incorporating sustainability into core operations without compromising the high standards of service that guests expect. This research contributes to the understanding of sustainable hospitality practices, offering actionable recommendations for policymakers and hotel managers to foster environmentally friendly practices while maintaining customer satisfaction. Full article

The research contributes to developing and implementing four tourist hubs in Salamanca, León, and Zamora (Spain) territories and the District of Guarda (Portugal). These hubs will act as innovation pivots promoting innovative, sustainable, and inclusive rural tourism and creating specific territorial ecosystems in each region. The main objective is to boost new economic activities and generate employment, especially for priority groups, through smart specialisation and strengthening local economies. The research also focuses on strengthening tourism value chains, making them more competitive and resilient, emphasising accessibility and inclusion. Within a focus group methodology, a SOAR analysis was undertaken. Three stakeholder groups from Portugal and Spain participated in this study: consumers, distributors/marketing professionals (tour operators, tourist offices), and producers (hotels, restaurants, and museums). They participated in collaborative activities within the SOAR framework to understand the needs of tourists, especially those with reduced mobility, and to identify barriers and opportunities for innovation in the sector. The results offer a framework for tourism providers to develop Accessible and Inclusive Rural Tourism Ecosystems by enhancing understanding and improving accessibility for groups with specific needs. It outlines actionable methods for creating inclusive tourism hubs as “innovation pivots,” establishing performance metrics, and fostering stakeholder collaboration to guide evidence-based policies. Full article

Over the past few decades, many environmental labels and schemes have been established at different levels to verify the degree to which businesses are operating in an environmentally sustainable manner and to inform tourist choices. These voluntary tools are used by tourist accommodation services to guarantee quality and conformity to high environmental and sometimes broader performance criteria, drive sustainability awareness and act as a marketing tool. According to the EU’s “Transition Pathway for Tourism” and “European Agenda for Tourism 2030”, environmental labels and schemes can play a role in driving the green transition and strengthening the contribution of tourism to the European Green Deal. This article summarises the main findings from an online survey conducted among global entities managing environmental labels and schemes for tourist accommodation services. The aim of this study is to provide a first characterisation at the European Union level. The results show that, in addition to EU tools such as the EU Ecolabel and the EU Eco-Management and Audit Scheme, a diverse range of other labels and schemes is available on the market, but further harmonisation, clarity, and transparency are required to enhance the uptake and effectiveness of these tools for the accommodation sector. Full article

This study addresses the need for a comprehensive analysis of the demand for qualified personnel in Spain’s hotel accommodation sector, situating the issue within a context of increasing demand for specialized and highly personalized services in the tourism industry. The objective of this research is to develop a theoretical framework and conduct a preliminary assessment of a model designed to identify and quantify the need for skilled professionals across hotels of different categories and locations. This model considers key factors such as seasonality, required technical competencies, and labour market demands in the tourism sector. The methodology employed combines quantitative and qualitative data analysis from multiple sources, including prior studies, surveys of human resources managers, a review of the academic literature on human resource assessment models in the hotel industry, and a validation survey. Preliminary findings indicate a significant shortage of professionals with advanced expertise in critical areas such as operations management, multilingual customer service, and process digitalization, highlighting the urgent need for a strategic approach to training and talent retention. The conclusions emphasize the importance of adapting workforce planning to the specific demands of Spain’s hotel sector while drawing comparative insights from models in France and the United States. This study proposes strategies to enhance the sector’s competitiveness and sustainability in an increasingly globalized market. Full article

The present study aims to examine the effects of physically and psychologically supportive work environments on innovative work behavior and the effects of innovative work behavior on job performance. This study surveyed 275 hotel employees in Thailand, and a rigorous methodology involving path analysis was employed to scrutinize the proposed hypotheses. The study’s findings illuminate the substantial revelation that supportive work environments and innovative work behavior positively and directly impact the cultivation of job performance. Moreover, physically and psychologically supportive work environments positively and indirectly impact the cultivation of job performance. Additionally, this study thoroughly analyzes the implications for management practices, emphasizing the crucial significance of innovative work behavior in shaping job performance outcomes. Furthermore, it provides actionable recommendations for improving physically supportive work environments, empowering psychologically supportive work environments, and creating healthy, innovative work behavior to support cultivating job performance in Thailand’s hospitality industry. Full article