Tourist Satisfaction, Sustainability, and Sustainable Tourism Development: Second Edition

Dear Colleagues,

Customer satisfaction is the key determinant of survival and success for any business. There are a wide variety of antecedents and consequences of customer satisfaction/dissatisfaction for tourism and hospitality businesses. For instance, cross-cultural characteristics of tourists and service providers may influence service encounters and the (dis)satisfaction of tourists (Koc and Ayyildiz, 2021; Lu and Gursoy, 2024). Factors influencing consumer behaviour and customer satisfaction are continuously changing (Cooper et al., 2021). For instance, the intention to make a complaint was low among collectivistic tourists (Gi Park et al., 2014). However, with the increasing use of online and social platforms, tourists from collectivistic cultures have begun to make online complaints (Cooper et al., 2021). The enormous numbers of complaints and online reviews are difficult to handle for tourism establishments in terms of providing efficient and effective management responses for each and every online comment. Koc et al. (2023) showed that ChatGPT, as a generative Artificial Intelligence tool, may be used to write efficient and effective management responses to online reviews posted in online platforms, such as TripAdvisor, in a very short period of time.

Tourism and hospitality businesses are going through more volatile, uncertain, complex, and ambiguous environmental conditions than ever before. Hence, ensuring customer satisfaction and sustainability has become a more challenging task for tourism and hospitality businesses. This call for papers aims to bring together relevant, original, and interdisciplinary contributions to the topic from a dyadic and interdisciplinary perspectives. Theoretical and empirical original research papers, review papers, and conceptual papers form both marketing (marketing, consumer behaviour, and service marketing) and management (management, organisational behaviour, and human resource management) perspectives are welcome. Accordingly, the Guest Editor welcomes submissions on (but not limited to) the following critical topics for this Special Issue:

• Corporate social responsibility, sustainability, and tourist satisfaction;
• Tourist satisfaction, consumer behaviour, marketing strategies, and branding;
• Sustainable product and destination development, and tourist satisfaction;
• Customer satisfaction, sustainable development, and marketing mix (7P decisions);
• Customer participation, customer co-creation, and customer co-production, and tourist satisfaction, and sustainability;
• Sustainable tourism development and UN Sustainable Development Goals;
• Artificial Intelligence, Generative AI, smart technology, and service robots, and their influence on tourist attitudes and satisfaction;
• Online reviews and customer complaints;
• Servicescape (physical servicescape and social servicescape) and tourist satisfaction;
• Servicescape (physical servicescape and social servicescape) and sustainability;
• Customer and firm ethics issues in sustainability;
• Tourist satisfaction measurements, tourism scales, and new approaches to tourist satisfaction scales;
• Service quality and its implications for tourist satisfaction;
• Service failures and recovery;
• Cross-cultural aspects, intercultural factors, and characteristics influencing tourist satisfaction;
• Customer delight;
• Tourism education, sustainability, and tourist satisfaction;
• Organisational behavioural aspects (empowerment, organisational commitment, employee motivation, job satisfaction, organisational silence, whistle-blowing and organisational climate, organisational loyalty, organisational trust, organisational innovation, organisational cynicism and organisational alienation, big five personality traits, etc.) of tourist satisfaction and sustainability;
• Pandemics, crises, disasters, and risks affecting tourist satisfaction and sustainability.

References

Cooper, M. A., Camprubí, R., Koc, E., & Buckley, R. (2021). Digital destination matching: practices, priorities and predictions. Sustainability, 13(19), 10540.

Gi Park, S., Kim, K., and O’Neill, M. (2014). Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures. International Journal of Culture, Tourism and Hospitality Research, 8(3), 255–271.

Koc, E., & Ayyildiz, A. Y. (2021). Culture’s influence on the design and delivery of the marketing mix elements in tourism and hospitality. Sustainability, 13(21), 11630.

Koc, E., Hatipoglu, S., Kivrak, O., Celik, C., & Koc, K. (2023). Houston, we have a problem!: The use of ChatGPT in responding to customer complaints. Technology in Society, 74, 102333.

Lu, A. C. C., & Gursoy, D. (2024). Cultural value orientation and hospitality employee voice behavior: The moderating role of leader–member exchange (LMX). Journal of Hospitality & Tourism Research, 48(7), 1267-1281.

Prof. Dr. Erdogan Koc
Guest Editor

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Sustainability is an international peer-reviewed open access semimonthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 2400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

• customer satisfaction
• tourist satisfaction
• customer dissatisfaction
• customer loyalty
• customer switching
• marketing strategies
• marketing mix
• consumer behaviour
• services marketing
• SERVQUAL
• service quality
• service failures
• service recovery
• customer loyalty
• service orientation
• organisational behaviour
• empowerment
• culture
• cross-cultural theories
• COVID-19
• pandemic
• smart technologies
• service robots
• sustainability
• UN Global Development Goals
• competitiveness
• crisis
• customer participation
• customer co-production
• destination development
• branding
• tourism
• hospitality
• artificial intelligence
• generative AI
• ChatGPT
• personality
• organisational commitment
• corporate social responsibility
• ethics
• employee satisfaction
• human resource management