Search Results (44)

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

The French Society for Toxinology (SFET) held its 31st annual meeting (RT31) on 1–2 December 2025 at Hôtel Le Saint Paul in Nice, France, on the famous French Riviera. The meeting, which gathered 75 participants from around the world, was organised there for the second consecutive year, while previous editions were all held in Paris. The RT31 main theme, “Toxins: Playing with and fighting them”, explored recent, cutting-edge research in the field of animal venoms and of toxins from algal, animal, bacterial, fungal, plant and microbial origins, in emphasizing the evolution of the toxins, their modes of action and roles, and ways of counteracting intoxinations. These key topics were largely covered through 26 oral and 18 poster communications, organized into three main thematic areas covering three specific aspects of toxinology, along with a traditional fourth, more general session enabling participants to present recent data outside of these themes but nevertheless providing valuable information to the field. This report presents the abstracts of nine of the invited lectures, 14 of the selected lectures, and 16 of the posters, in accordance with the authors’ agreement to publish them. Also, we announce the winners of the “Best Oral Communication” and “Best Poster Communication” awards, which recognize the outstanding contributions of young researchers and their inventive work in toxinology. 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

This study examines how major global hotel groups construct sustainability through corporate communication, assessing both the thematic content and the internal coherence of their Environmental-Social-Governance (ESG) narratives. The research question is How do international hotel corporations construct sustainability through their corporate communication and ESG reporting? The research applies qualitative content analysis of sustainability reports from ten international hotel corporations and a four-layer discursive coherence model (performance, operational, narrative, strategic), the study analyses 888 coded quotations and 205 sustainability-theme occurrences in ATLAS.ti version 25, a qualitative data-analysis software. Results show that while measurable, performance-based disclosures dominate—such as digital food-waste monitoring, emissions-intensity reductions, and responsible sourcing—symbolic language remains strategically deployed to reinforce identity, purpose, and legitimacy. Across the sector, sustainability discourse converges around four recurring pillars: environmental performance leadership, community resilience, responsible business governance, and inclusive economic empowerment. The study advances theoretical work on sustainability communication by conceptualizing discursive coherence as an indicator of organizational authenticity and offers actionable insights for enhancing credibility and stakeholder trust in corporate ESG reporting. Full article

Generation Z is becoming a dominant market segment and an essential source of talent in the hospitality industry. Their digital fluency, sustainability expectations, and preference for meaningful and personalized experiences are increasingly reshaping service delivery, marketing strategies, and workforce management in the hotel industry. Following the PRISMA 2020 guideline, this review systematically analyzed 131 peer-reviewed studies published between 2011 and 2025. Performance analysis, science mapping through co-word and Leiden clustering, and trend analysis were conducted using VOSviewer (v1.6.20) and Biblioshiny in RStudio (v2025.09.2). The findings reveal a rapidly expanding but relatively young field, with key themes clustered around technology acceptance (AI, service robots), experiential and sustainable consumption, digital engagement (word-of-mouth, social media), workforce dynamics (person–environment fit, leadership, quiet quitting), and emerging topics such as experiential education, ethics, and self-efficacy. The study highlights the centrality of the Theory of Planned Behavior and technology acceptance models in explaining Gen Z’s decision-making, while also identifying substantial gaps in cross-cultural, ethical, and experiential research. Practical implications call hoteliers to integrate seamless digital services, robust sustainability initiatives, and adaptive talent management system to meet Gen Z’s evolving expectations. Full article

Homelessness is characterised by a wide range of risk factors of a multidimensional and unstable nature. The COVID-19 pandemic intensified these risk factors associated with homelessness but also prompted the development of prevention and care actions. This study identified and mapped the intervention programmes carried out for people experiencing homelessness in the wake of the COVID-19 pandemic. To achieve the study purpose, a thematic analysis of the scientific literature was conducted following the search strategy and analysis methodology characteristic of informetrics and scientometrics. The sources of information used were WoS, Scopus, PubMed, PsycINFO and ERIC. The paucity of planned actions, most of which have a local impact, reinforces the need to strengthen research that presents robust evidence on this issue. China and Europe are under-represented compared to other types of studies linked to COVID-19 and the prevalence of homelessness. Several clusters are distinguished among the plans: they are carried out in buildings or in geographical areas and according to the impact on the group (preventive, substance-related disorder support, health care and diagnostic). Among the emerging themes, health and social variables are represented, including communication and trust between health, community and homeless groups. The reduction in the thematic dimensionality shows equal planning between health care actions (81.8%) and psychosocial and prevention support (72.8%), an aspect that confirms the importance of joint actions. In this line, among the various clusters of the network analysis, the relationship between hotel, mental health support, substance-related disorder, social intervention and access to permanent housing was found. The studies analysed also highlight social exclusion, stigma, victimisation, living conditions and the risk of contagion among this group. This situation has not gone unnoticed among the studies analysed, which present proposals for the continuation of the projects. Full article

This study highlights the importance of managing and analyzing customer reviews to gain a competitive advantage and improve customer experience in the hospitality industry. In this context, a deep learning-based sentiment analysis system of hotel customer reviews is developed to evaluate service quality within the scope of sustainable tourism. The study analyzed 15,522 customer reviews of five-star hotels in Antalya using text mining, topic modelling, and deep learning-based sentiment analysis. The reviews were classified as positive, negative, or neutral. The findings show that Hotel HB2 has the highest performance, with an F1 score of 97.9%. Overall customer satisfaction is 91%, while emotional satisfaction stands at 77%. Key factors, such as cleanliness, food quality, and staff professionalism, were found to play a critical role in customer loyalty. Additionally, this study integrates sustainability-orientated themes by identifying customer feedback related to environmentally friendly practices and sustainable hotel operations. The results provide evidence that customer satisfaction is not only influenced by service quality but also by the perceived environmental and social responsibility of the hotel. Machine learning techniques have emerged as effective tools for analyzing large-scale customer reviews, offering valuable insights to rapidly and accurately capture customers’ emotions, expectations, and perceptions. As a comprehensive application of sentiment analysis and text mining, this research offers hotel managers a practical framework to enhance service quality, foster customer loyalty, and develop sustainability-orientated strategies. This study contributes to the literature by linking AI-driven sentiment analysis with sustainability practices in the tourism sector. Full article

The French Society of Toxinology (SFET) held its 30th Annual Meeting (RT30) on 2–3 December 2024 at Hôtel Le Saint Paul in Nice, France, on the beautiful French Riviera. It was the first time that the event was organized outside of Paris. The meeting brought together 74 participants and focused on the main theme, “Unlocking the Deep Secrets of Toxins”, which delved into cutting-edge research in the field of animal venoms and toxins from animal, plant, fungal, algal, mold and bacterial sources. The event emphasized the dynamic and ever-evolving nature of toxins, often influenced by environmental factors, their interactions with molecular or cellular ligands, their mechanisms of action and their potential applications in therapy. These key topics were explored in depth during oral communications and poster sessions across three main thematic areas, each dedicated to a specific aspect of toxinology. A fourth, more general session provided an opportunity for participants to present recent work that fell outside the main themes but still contributed valuable insights to the broader field. This report presents the abstracts of seven of the invited lectures, fifteen of the selected lectures and sixteen of the posters, following the authors’ agreement to publish them. Additionally, the names of the “Best Oral Communication” and “Best Poster” awardees are highlighted, recognizing the outstanding contributions made by early-career researchers and their innovative work in toxinology. Full article

Tourism demand is critical for the hospitality industry and is influenced by a set of continuously changing factors. The tourism and hospitality industries play a critical role in many regions and countries, supporting the local economy, providing employment, and fostering economic and social development with effects across multiple industries. This study aims to analyse the nature of tourism and hotel demand through a thematic analysis. By conducting a review of the existing literature published over the period of 2018–2023, this research identifies overarching patterns, trends, and themes characterising the current research landscape. Research results reveal significant insights into market trends and strategic industry shifts. It particularly emphasises areas such as customer demand forecasting, technology integration, and sustainability, which are crucial for understanding demand fluctuations. The findings offer insights into the theoretical foundations of tourism and hotel demand and provide practical implications for industry stakeholders aiming to strategise effectively in a dynamic market. Full article

The digital transformation age introduces cybersecurity threats into the hospitality industry by increasing the exposure and vulnerability of hospitality firms’ data and systems to hackers. The hospitality industry is a diverse segment of the service sector dedicated to the provision of services in areas such as accommodation, food and beverage, travel and tourism, and recreation, including hotels, restaurants, bars, travel agencies, and theme parks. Cybersecurity risks in the hospitality industry affect the data and systems of businesses such as accommodation, food, travel, and entertainment, primarily enabled by the industry’s increasing digitization. This study aims to map the principal cybersecurity risks to the main stakeholders by proposing a novel Picture Fuzzy Sets (PFSs)-based Matrix of Alliances and Conflicts: Tactics, Objectives, and Recommendations (MACTOR) approach. The purpose here is to examine each stakeholder’s position towards handling cybersecurity attacks and estimate the uncertain nature of personal judgments of industry representatives when stating their point of view. The research aimed to extract the triggering positions of the defined cybercrime risks to reach the root cause of these risks, as the point to try to mitigate first. Thus, this paper contributes to the literature in both theoretical and practical ways by proposing a new approach and by providing real industry officials’ perspectives to solve the challenges. A hospitality practitioner can easily understand their position in this service network and take action to prevent such cybercrimes. Full article

Health tourism, a sector that has gained increasing global attention, particularly in the context of sustainable development, is poised for significant growth even in the face of the COVID-19 pandemic. This study investigates the challenges faced by the health tourism sector in a small Mediterranean country, focusing on sustainable recovery strategies. The current study aims to determine managerial implications post-COVID-19, emphasizing sustainability in operational practices and long-term demand growth. We conducted in-depth interviews with 32 health tourism managers and experts, and the qualitative content analysis with Leximancer identified key themes such as sustainable demand management, organizational adaptation, and crisis recovery. This study revealed eight critical themes related to managerial survival and the demand for sustainable practices in health tourism, namely “demand”, “hotel”, “tour operators”, “employees”, “crises”, “social media”, “word of mouth”, and “time”. These findings underscore the importance of integrating sustainability into tourism recovery strategies, ensuring long-term resilience for the industry. This study, which provides theoretical and practical insights into the sustainable growth of health tourism amidst global crises, serves as a valuable reference for stakeholders seeking sustainable development solutions, inspiring them to contribute to the sector’s growth. Full article

Since November 2022, the use of generative artificial intelligence (GAI) technology has increased in many customer service industries. However, little is known about AI’s language choices and meaning-making resources compared to human responses from a systematic linguistic point of view. The present study is a discourse analysis that explores negative online guest complaints made to four luxury heritage hotels in Hong Kong that are classified as cultural heritage sites with rich interpersonal and historical values. We collected authentic guest complaints and responses from hotel managers from April 2012 to October 2022 in online travel forums, and then had GAI draft response letters on behalf of the hotel managers. Our total dataset was 65,539 words and consisted of three subcorpora: guest complaints (Text a of 115 complaints totaling 26,224 words), hotel manager responses (Text b of 115 response letters totaling 14,975 words), and AI-generated responses (Text c of 115 response letters totaling 24,340 words). This study used systemic functional linguistics to explore interpersonal meanings in texts; for example, appraisal resources, verb processes, and personal pronouns were compared between texts. First, we identified the most frequent words of the common themes across the three subcorpora and found significant differences in lexicogrammatical features between hotel managers and AI-generated responses using the log-likelihood ratio. The results suggest that AI-generated texts are able to provide a tailored and empathetic response to guests, but hotel managers may need to introduce some modifications, such as time indicators, sensory verbs used, and complimentary offers. This study explores the differences in word choices and communication strategies, which have implications and insights for the hospitality industry, especially luxury heritage hotels where caring and personalized customer service are considered important. Full article

This study employs a mixed-methods research design to explore the architectural design and service factors influencing consumer choices in three-star hotels in Hua Hin District, Prachuap Khiri Khan Province. Initial data were gathered through in-depth interviews with 60 architects, designers, and marketing experts to identify key factors. These factors were then used to conduct in-depth interviews with 70 Thai consumers and tourists. The qualitative data from both groups were analyzed using thematic content analysis to identify significant themes, while the quantitative data were assessed using chi-square goodness of fit tests to evaluate the significance of the identified factors. Findings indicate that aesthetic appeal, physical comfort, emotional comfort, and security and sensibility are critical in influencing hotel choice. These results provide valuable insights for hotel owners, designers, and marketers, emphasizing the importance of aligning hotel design and service offerings with consumer preferences. These factors will help create positive impressions, enhance satisfaction, and influence consumers’ decisions to choose and utilize hotel services. Full article

Psychological and neuroscientific research reveals that individuals perceive the external world through two distinct systems: the conscious rational system and the unconscious experiential system. This paper examines the formation of customer experiences in theme hotels from both conscious and unconscious perspectives, aiming to foster innovation and sustainable development in the hospitality industry by enhancing the emotional connection between customers and theme hotels. Employing a dual-perspective framework, the study utilizes semi-structured in-depth interviews to investigate the conscious perspective and the Zaltman Metaphor Elicitation Technique (ZMET) for the unconscious perspective. This paper selected five mid-to-high-end theme hotels located in first-tier cities in China and interviewed 20 guests who had stayed at these hotels. Findings indicate that while both perspectives initiate from the same triggering process, they differ significantly in their modes of information processing and experiential manifestations. Key differences between the two perspectives are evident in three main areas: the malleability of memory, the complexity of emotions, and the directionality of behavior. These insights not only broaden the theoretical understanding of customer experience but also contribute to the sustainable growth of the hotel sector by proposing innovative approaches to enhance customer experience. Full article

This study conducts a bibliometric analysis of online customer and hotel review research, aiming to provide insights into where each field comes from, stands now and ought to go in the future. In particular, this study examines how the existing research on online customer reviews can benefit future hotel review research. Data collected from Web-of-Science and Scopus created an expanded network of 797 core articles and 19,374 citations to identify intellectual structures, developing trends, and future research gaps. This study offers a visual overview of journals, institutions, countries, research themes and authors to assess the overall directions hotels can take. It underscores the necessity for rigorous and relevant research amid the proliferation of online reviews and emphasises the imperative for academia to bridge the gap between theoretical insights and practical applications within the dynamic tourism industry. This study provides researchers and industry professionals with useful tools to understand and deal with the complexities of online reviews. It also highlights the important role these reviews play in shaping the future of tourism strategies. Full article