Search Results (60)

This empirical study positions hotel-based sport wellness programs as structured physical activity offerings embedded in co-created guest experiences in luxury hotels in Saudi Arabia. It examines how the quality of wellness sports programs relates to guests’ satisfaction with the program, loyalty intentions toward the hotel, and self-reported physical activity orientation and intention. The construct is operationalized as guests’ perceived increase in activity during the stay and their stated intention to maintain or increase activity afterward. The study also tests the mediating roles of perceived health benefits and enjoyment, as well as the moderating role of staff health communication. Drawing on service quality and expectancy disconfirmation perspectives, together with health belief and motor learning insights, a cross-sectional survey was conducted with 412 guests who had participated in structured sport-based wellness sessions during their stay in Saudi Arabian luxury hotels. Data were analyzed using partial least squares structural equation modeling (PLS SEM). Wellness sport program quality was positively associated with perceived health benefits, enjoyment, and program satisfaction, and both perceived health benefits and enjoyment partially mediated the quality satisfaction relationship, indicating parallel cognitive and affective pathways in the guest experience. Program satisfaction, in turn, was positively associated with guests’ loyalty intentions and their self-reported orientation toward maintaining healthier physical activity routines after their stay, while staff health communication significantly strengthened the association between program quality and perceived health benefits. These results contribute to wellness tourism and hospitality research by integrating sport pedagogy and health communication into an experience-centric framework and by clarifying how hotel-based sport wellness offerings can support satisfaction, loyalty, and self-reported physical activity orientation in an emerging tourism destination. Practical implications are offered for hotel managers seeking to design human-centered, health-oriented wellness services aligned with Vision 2030 and global physical activity promotion agendas, recognizing that the findings represent perception-based associations that are a promising foundation for future longitudinal and behavioral research. Full article

Guided forest bathing is increasingly incorporated into resort wellness portfolios, yet tourism evaluations often report average programme outcomes without examining how guests differ at entry or what the findings imply for product and service design. This prospective one-group pre–post field study examined a three-day guided forest bathing programme delivered as part of the organised wellness offer of a forest-rich Northern Adriatic resort. Of 150 enrolled adults, 132 provided matched questionnaires. Six study-specific experiential and relational dimensions were assessed before and after the programme: nature connectedness, restorative perception, sensory awareness, environmental-ethical sensitivity, planetary health orientation, and intention to continue nature-based self-care. All six post-programme scores were higher after Holm adjustment. The largest standardised differences were observed for sensory awareness (mean difference = 0.91, Cohen’s dz = 1.42), restorative perception (mean difference = 0.61, Cohen’s dz = 1.17), and future nature-based self-care (mean difference = 0.59, Cohen’s dz = 1.04). Change in sensory awareness correlated with change in restorative perception (r = 0.62) and nature connectedness (r = 0.58). Previous nature contact, nature-related hobbies, and spiritual-existential orientation predicted baseline nature connectedness, whereas integrative health orientation, wellness self-care, spirituality, and expectations predicted baseline future self-care. In baseline-adjusted models, lower previous forest contact was associated with higher post-programme sensory awareness. Because the study had no control group, these differences cannot be attributed specifically to guided forest bathing rather than to the wider resort stay, time away from routine, recreation, social interaction, expectancy, or repeated measurement. Co-created restorative value is proposed only as an interpretive framework and was not measured as a construct. For tourism and hospitality management, the findings generate testable decisions concerning guest onboarding, adaptive facilitation, guide training, expectation management, and the development of low-infrastructure nature-based wellness products. Full article

This study investigates how restaurant guests in Germany evaluate digital service technologies and examines whether perceived digital service quality contributes to overall perceived service quality. Drawing on SERVQUAL, DINESERV, the Technology Acceptance Model, and self-service technology research, a quantitative cross-sectional online survey was conducted with N = 235 restaurant guests across Germany. Seven digital touchpoints along the restaurant customer journey were assessed, ranging from online reservation and contactless payment to chatbots and service robots. Data were analyzed using Spearman rank-order correlations, hierarchical linear regression, and Welch-corrected one-way ANOVAs. Results show that contactless payment and online reservation are the most frequently used and most positively evaluated digital services, whereas chatbots and service robots are rarely used and broadly rejected. Perceived digital service quality was significantly and positively associated with overall service quality (ρ = 0.32, p < 0.01), perceived experience improvement (ρ = 0.39, p < 0.01), and recommendation intention (ρ = 0.24, p < 0.01). Quality perceptions were stable across demographic subgroups, while general digital attitudes varied by gender and technology affinity. The findings suggest that restaurant operators should prioritize investment in transactional digital tools while maintaining human service as the experiential core of the dining experience, as digital technologies function as complements to rather than substitutes for personal service. Full article

This study examined the extent to which corporate social responsibility (CSR) dimensions shaped hotel reputation (REP) through customer trust (TRU), and whether customer engagement (ENG) moderated this relationship in the Mekong Delta context. Although prior studies had acknowledged the importance of CSR in shaping customer perceptions, they had paid limited attention to the distinct effects of multidimensional CSR and the conditions under which TRU was transformed into REP. A structured questionnaire survey was administered to 874 hotel guests in the Mekong Delta, Vietnam. The measurement scales were adapted from previous studies and refined through a pilot test. Partial least squares structural equation modeling (PLS-SEM), together with bootstrapping, was used to test the direct, mediating, and moderating effects. CSR dimensions exhibited heterogeneous effects. Customer-oriented responsibility had the strongest impact on both TRU and REP, followed by environmental and economic responsibilities. Legal responsibility directly enhanced REP but did not significantly affect TRU, whereas community responsibility strengthened TRU without directly influencing REP. TRU significantly improved REP and mediated most CSR–REP relationships. ENG positively moderated the TRU–REP link, amplifying reputational outcomes. The study contributed to CSR and hospitality research by modeling CSR as a multidimensional construct and by identifying ENG as a boundary condition that strengthened the TRU–REP mechanism. Managers should prioritize customer-focused CSR and enhance engagement to maximize reputational gains. Full article

Agritourism farm-stay guesthouses represent a burgeoning sector of rural tourism, wherein locally produced food serves as the primary experiential attraction. This study examines tourist perceptions regarding food quality, sensory characteristics, sustainability awareness, loyalty indicators, and comparative evaluations at three farm-stay guesthouses in Caraș-Severin County, Romania, located at distinct altitudes: lowland (Sacu, 154 m a.s.l.), hill (Văliug, 550 m a.s.l.), and mountain (Cozia, 1130 m a.s.l.). Altitude in this study marks three distinct settings—lowland, hill, mountain—rather than functioning as a tested independent variable. The results show that tourists evaluated all three guesthouses similarly, with no statistically significant differences across zones. The comparative design was a way of asking whether own-farm food quality perceptions hold across different agritourism contexts, not a test of what altitude does to those perceptions. A structured questionnaire (n = 650) was distributed to guests following an informed consent protocol. Four latent constructs were operationalised: food quality (FQ; Cronbach’s α = 0.593), sensory characteristics (SCs; α = 0.596), sustainability perception (SP; α = 0.393), and comparison with non-farm establishments (CF; α = 0.621). Overall gastronomic satisfaction was particularly high (mean = 4.71 ± 0.62 on a 1–5 Likert scale), and the average overall score was 9.44 ± 1.01 out of 10. Multiple regression accounted for 7.5% of the satisfaction variance (R² = 0.075; F(4,643) = 13.09, p < 0.001), with sensory characteristics (β = 0.232, p < 0.001) and sustainability perception (β = 0.088, p = 0.020) serving as significant predictors. Food origin transparency substantially impacted satisfaction (ANOVA: F(3,646) = 4.964, p = 0.002): visitors who received thorough provenance explanations were more satisfied (mean = 4.77) than those who received no information (mean = 4.57). Among the 569 respondents with prior non-farm experience, 85.2% rated farm-stay cuisine as superior to non-farm alternatives overall. Food quality perceptions in these three Caraș-Severin guesthouses are uniformly high regardless of altitude. What separates more satisfied guests from less satisfied ones is not the measurable quality of the product but whether the host explained where it came from. Full article

Operational labor shortages have become a pressing challenge for hospitality organizations, especially in highly seasonal tourism destinations such as Greece, where service experiences are deeply tied to cultural identity and authentic hospitality. While much of the existing research has examined understaffing from operational or human resource management perspectives, limited attention has been paid to its impact on the organizational capacity to sustain authentic hospitality experiences. Using Service-Dominant Logic (SDL) as an interpretive framework, this study views authentic hospitality as an organizational process shaped by employee interaction, cultural transmission, and service delivery practices. Drawing on survey data from 201 hotel employees in Greece, it investigates the relationship between operational labor shortages, organizational pressures, and perceived threats to authentic hospitality within hotel operations. The findings reveal significant positive relationships between work stress and service quality decline, as well as between cultural knowledge and perceived challenges in maintaining authentic hospitality. Multiple regression analysis further shows that reactive hiring, serious understaffing, and payroll cost pressure are significantly linked to perceived challenges in sustaining authentic hospitality, while service quality decline exhibits a positive but statistically non-significant effect in the final model. The study contributes to hospitality authenticity literature by emphasizing employee perceptions of authenticity as an organizationally supported process rather than merely a guest-centered outcome. The results also highlight the importance of workforce planning, recruitment quality, and cultural onboarding in supporting authentic hospitality within Greek hotel operations. Full article

Negative online reviews play a critical role in shaping consumer decision-making in the hospitality sector. Drawing on cue utilization theory and signaling theory, this study examines how different types of negative reviews and host responses affect potential guests’ booking intentions, as well as the underlying mechanisms and boundary conditions. Across three scenario experiments, the proposed framework was tested. Study 1 reveals a significant interaction between the type of negative reviews (informational vs. social) and host response strategies (problem-focused vs. emotion-focused), highlighting that aligning response strategies with review types is critical for effective negative review management. Study 2 demonstrates that perceptions of host competence and attitude mediate these effects, indicating that potential guests make decisions through psychological inference. Study 3 finds that platform-endorsed credibility signals, such as host badges (Superhost vs. non-Superhost), significantly moderate these relationships. When hosts are Superhosts, informational negative reviews paired with problem-focused responses further enhance competence perceptions and booking intentions; for non-Superhosts, social negative reviews paired with emotion-focused responses improve attitude perceptions and booking intentions. The findings advance theoretical understanding of how signaling mechanisms shape consumer behavior in home-sharing hospitality platforms, and offer practical guidance for hosts and platforms to manage online reputations strategically and effectively. Full article

Health and spa tourism is a rapidly growing sector that merges traditional healing with modern innovations to meet increasingly diverse client needs. Understanding professionals’ perspectives is crucial for developing sustainable strategies that enhance service quality, organizational performance, and long-term business viability. Drawing on qualitative narrative analysis and thematic network analysis, this study explores the key factors that spa tourism professionals in Băile Felix—the largest spa resort in Romania—associate with business success, competitive differentiation, and sustainable development. Data were collected through semi-structured interviews with 41 entrepreneurs and managers who provided detailed narratives on their strategic goals and market positioning. Rather than measuring customer psychological constructs directly, this study captures professionals’ expert attributions regarding service quality, staff professionalism, infrastructure investment, and economic objectives, and interprets these as managerial perceptions grounded in operational experience. Five research propositions guided the interpretive analysis: (P1) professionals narratively associate service quality and treatment diversity with perceived business performance and guest retention signals; (P2) staff professionalism and attitude are attributed as the primary drivers of competitive differentiation; (P3) infrastructure investment and innovation are framed as prerequisites for sustaining market positioning; (P4) the identified themes form a structurally interconnected network with key bridging nodes; and (P5) professional narratives reveal tensions between short-term economic objectives and longer-term commitments to service quality and sustainability. Thematic network analysis identified four central constructs—service quality and treatment diversity, staff professionalism and attitude, innovation and infrastructure investment, and economic and development objectives—and mapped 16 interconnected sub-themes, with modularity analysis (Q = 0.42) confirming a moderately cohesive structure. Sustainable innovation was operationalized across environmental efficiency, social value, and economic resilience dimensions, and found to be embedded systemically across multiple thematic clusters rather than treated as an isolated practice. The originality of this study lies in integrating narrative and thematic network analysis to reveal how these constructs co-evolve within a sustainability-oriented system, offering a novel methodological lens for spa tourism research in post-transitional Central and Eastern European contexts. Findings provide actionable insights for spa managers, policymakers, and investors seeking to balance modernization with tradition in resource-constrained destinations. Full article

Sustainability has become a strategic priority in the hospitality sector, particularly in luxury hotels where environmental responsibility must be balanced with high service quality. This study explores hotel managers’ perceptions and experiences of implementing environmentally friendly practices in five-star hotels in Gauteng, South Africa. A qualitative research approach, guided by a constructivist paradigm, was employed using semi-structured interviews with seventeen middle-level managers from major departments in the hotels. Data were manually and software-coded, and thematic analysis produced nine interrelated themes: Adoption Culture, Collaboration Networks, Consumption Tracking, Guest Revenue Drivers, Operational Shifts, Operational Prioritisation, Staff Enablement, Structural Constraints, and Valued Pragmatism. The findings indicate that managers generally perceive sustainability as both an ethical responsibility and a business imperative, particularly in relation to brand reputation, guest expectations, and cost efficiency. However, implementation is constrained by infrastructural instability, high initial investment costs, limited supplier availability, and occasional resistance from staff and guests. The study highlights the importance of embedding sustainability within governance systems, staff practices, and organisational culture to support long-term adoption. This research offers context-specific insights into sustainability implementation in South African luxury hotels and provides practical value for hotel managers, policymakers, and sustainability stakeholders operating in resource-constrained environments. Full article

In the digital tourism marketplace, online reviews have become a decisive source of information for travelers who cannot directly assess the quality of hospitality services before purchase. However, it remains unclear how service-related and sustainability-related cues interact to shape guest perceptions in sustainable hotel contexts. This study investigates how intrinsic and extrinsic cues are reflected in online user reviews of sustainable hotels. Drawing on Cue Utilization Theory, a longitudinal content analysis was conducted on a worldwide online travel platform’s (OTP) reviews of hotels certified for their sustainability practices (2004–2024) by user selection. A coding framework was developed deductively based on prior studies on hotel service quality and sustainability practices, and data were analyzed using MAXQDA, Leximancer, and VADER sentiment analysis. Findings indicated that reviews primarily emphasize service quality attributes—particularly staff efficiency, food quality, and accommodation facilities—while sustainability themes appear less frequently, often in nature-related contexts. Sentiment analysis revealed a predominantly positive emotional tone shaped by service quality experiences. Overall, intrinsic cues play a central role in forming guest perceptions, highlighting the need for emotionally engaging sustainability communication strategies. Full article

In the hospitality industry, corporate social responsibility practices are getting more recognition as a strategic driver of stakeholders’ sustainable behaviors. This study creates and tests a moderated serial mediation model that connects hotel CSR activities to guests’ pro-environmental behavior (PROE). In addition, moral elevation (ME) and pro-social behaviors of guests (PSO) are posited as affective and behavioral mediating mechanisms, whereas the perceived transparency (TRA) of hotel actions is investigated as a moderator. The survey data were collected from 426 hotel guests who had stayed in hotels in the Turkish Republic of Northern Cyprus (TRNC) and used partial least squares structural equation modeling (PLS-SEM) to analyze it. The findings reveal that CSR does have a positive effect on ME, which sequentially makes ME affect PSO and PROE behavior positively. The research shows that the moderator TRA also amplifies the relationship strength between CSR and ME, which suggests that transparent actions of hotels do have a positive emotional impact on guests. The research contributes to hospitality literature and also sustainability literature by identifying ME as an emotional mechanism and TRA as a moderating condition that alter guests’ behaviors. As managerial implications, the research underlines the value of creating CSR practices that are both transparent and authentic to guests and stakeholders to ultimately maximize the engagement of guests in the context of sustainability. Full article

This study investigates how next-generation digital infrastructures—terahertz (THz) communication and AI-driven network orchestration—shape perceived service quality, luxury perception, and loyalty within the context of luxury hospitality. An empirical survey was conducted among 693 guests at Torre Melina Gran Meliá (Barcelona) between June 2024 and June 2025. Using a refined 38-item Likert-scale instrument, a three-factor structure was validated: (F1) Network Performance (speed, stability, coverage, seamless roaming, and multi-device reliability), (F2) Luxury Perception (modernity, innovation, and brand image), and (F3) Service Loyalty (satisfaction, return intentions, recommendations, and willingness to pay a premium). The results reveal that superior network performance functions both practically and symbolically. Functionally, it enables uninterrupted video calls, smooth streaming, low-latency gaming, and reliable multi-device usage—now considered essential utilities for contemporary travelers. Symbolically, high-performing and intelligently managed connectivity conveys technological leadership and exclusivity, thereby enhancing the hotel’s luxury image. Collectively, these effects create a “virtuous cycle” in which technical excellence reinforces perceptions of luxury, which in turn amplifies satisfaction and loyalty behaviors. From a managerial perspective, advanced connectivity should be viewed as a strategic investment and brand differentiator rather than a cost center. THz-ready, AI-orchestrated networks support personalization, dynamic bandwidth allocation (i.e., real-time adjustment of network capacity in response to fluctuating user demand), and monetizable premium service tiers, directly strengthening guest retention and brand equity. Ultimately, next-generation connectivity emerges not as an ancillary amenity but as a defining pillar of luxury hospitality in the emerging 6G era. Full article

This study investigates why Generation Z in Surabaya remains reluctant to live in vertical housing despite strong urbanization pressures and policy promotion. Using an explanatory sequential mixed-methods approach with 340 respondents aged 18–27, the research identifies five key factors influencing preferences: physical environment, psychological-social concerns, social status and stress, economic considerations, and cultural accommodation. Factor analysis explains 45.1% of total variance, while structural equation modeling reveals that physical environment preferences play a central mediating role. Economic factors affect psychological-social concerns both directly and indirectly, and cultural accommodation strongly shapes social status perceptions but does not directly influence physical preferences. Qualitative analysis of 411 statements shows consistently negative psychological themes, predominantly negative economic sentiments, and more balanced views of physical attributes. Subgroup analysis reveals stronger economic effects among early-career professionals than students. The findings challenge purely rational housing choice models, demonstrating that cultural and economic factors shape psychological acceptance through indirect pathways. Recommendations include culturally sensitive designs (flexible guest rooms, communal gathering spaces), innovative ownership schemes (rent-to-own, cooperative models), and reframed marketing emphasizing lifestyle enablement rather than amenity features. Full article

This study examines digital hospitality as a socio-technical system in which technological adoption and human resource (HR) practices jointly shape guest experiences and workforce dynamics. The research is situated at CitizenM hotels in Paris, a brand recognized for its integration of mobile applications, automated check-in, and the ambassador model of flexible role design. A mixed-methods approach was applied, combining a guest survey (n = 517) with semi-structured interviews with managers. Exploratory and confirmatory factor analyses confirmed a five-factor structure of guest perceptions: Digital Efficiency, Smart Personalization, Service Satisfaction, Trusted Security, and Digital Loyalty. Structural equation modeling showed that efficiency significantly drives satisfaction, while personalization and security strongly predict loyalty. Managerial insights revealed that these outcomes rely on continuous investment in training, mentorship, and flexible role allocation. Overall, the findings suggest that digital transformation enhances value creation not by substituting but by reconfiguring human service, with technology alleviating routine tasks and enabling employees to focus on relational and creative aspects of hospitality. The study concludes that effective digital hospitality requires the alignment of technological innovation with supportive HR practices, ensuring both guest satisfaction and employee motivation. Full article

The integration of farm-raised foods plays a pivotal role in elevating the attractiveness and long-term sustainability of agritourism destinations. These locally sourced culinary offerings not only provide economic opportunities and environmental benefits but also enhance the authenticity of the visitor experience, contributing to the vitality and resilience of rural communities. This study explores how three quality dimensions of farm-raised foods (atmospherics, service quality, food quality) shape visitors’ behavioral intentions. Furthermore, it examines the mediating role of visitors’ perceptions of farm-raised foods in this relationship. Drawing on data collected from 615 agritourism visitors using a quantitative approach and a structured survey instrument, the results indicate that all three quality dimensions significantly influence behavioral intentions, highlighting the importance of how the farm-raised foods are presented and interpreted. Furthermore, visitors’ perceptions of farm-raised foods significantly mediated the relationship between food quality and behavioral intentions. The findings underscore the need for agritourism operators to create immersive, high-quality food experiences that connect guests to local agriculture and culture. By emphasizing these dimensions, destination managers can enhance visitor satisfaction, build brand loyalty, and promote more sustainable rural tourism development. This research provides practical insights for strengthening agritourism strategies while supporting broader goals of sustainability and community enrichment. Full article