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Topical Collection "Intention and Tourism/Hospitality Development"

Editor

Prof. Dr. Sunghyup Sean Hyun
E-Mail Website
Guest Editor
School of Tourism, Hanyang University, 222, Wangsimni-ro, Seongdong-gu, Seoul 04763, Korea
Interests: human resource management; cabin crew work environment; flight attendant workplace well-being; convention; cruise; casino; 3c convergence (convention, cruise, casino); neo-fusion tourism industry; convention planning management; exhibition management; casino revenue maximization strategy
Special Issues and Collections in MDPI journals

Topical Collection Information

Dear Colleagues,

Intention is one of the most important research topics in social sciences. Thus, this Special Issue comprises two critical intentions in the tourism/hospitality industry: (1) revisit intention and (2) turnover intention. First, revisit intention covers tourist behavior. Second, turnover intention covers employee behavior in the workplace. Understanding these two intentions is a critical issue for the development of tourism/hospitality business. Besides covering the big two intentions, other areas are also covered including tourism/hospitality marketing, human resource management, green behavior, airline management, and big data issue in tourism/hospitality.

Prof. Dr. Sunghyup Sean Hyun
Guest Editor

Manuscript Submission Information

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Keywords

  • Revisit/repurchase intention
  • Turnover intention
  • Airline management
  • Tourism/hospitality marketing
  • Green behavior

Published Papers (23 papers)

2021

Jump to: 2020

Article
The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China
Sustainability 2021, 13(15), 8633; https://0-doi-org.brum.beds.ac.uk/10.3390/su13158633 - 03 Aug 2021
Viewed by 825
Abstract
In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous [...] Read more.
In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises. Full article
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Article
Examining the Structural Relationships among Heritage Proximity, Perceived Impacts, Attitude and Residents’ Support in Intangible Cultural Heritage Tourism
Sustainability 2021, 13(15), 8358; https://0-doi-org.brum.beds.ac.uk/10.3390/su13158358 - 27 Jul 2021
Cited by 1 | Viewed by 518
Abstract
Among the many methods of revitalizing intangible cultural heritage (ICH), tourism undoubtedly has the largest social and economic benefits. Taijiquan, also known as Tai Chi, was included in the Representative List of the Intangible Cultural Heritage of Humanity in December 2020. It provides [...] Read more.
Among the many methods of revitalizing intangible cultural heritage (ICH), tourism undoubtedly has the largest social and economic benefits. Taijiquan, also known as Tai Chi, was included in the Representative List of the Intangible Cultural Heritage of Humanity in December 2020. It provides the local destination with a unique selling point for strengthening local tourism competitiveness. The research on the relationship between the heritage proximity and residents’ perceived impacts to ICH tourism is not sufficient within the tourism literature, whereas they have recently attracted numerous interests worldwide. In response, this study aims to examine the relationships among residents’ heritage proximity, perceived impacts of ICH tourism, attitude and support. Structural equation modelling has been performed and a total of 262 residents were investigated in Wen County, China. Results indicates that residents’ heritage proximity has positive influence on perceived positive impacts, while has no influence on perceived negative impacts. Residents’ heritage proximity and perceived impacts significantly influence their attitude, so that to influence residents’ support for tourism development. This study makes a significant theoretical contribution to the ICH tourism literature. Furthermore, this study has a number of practical implications for the local departments of tourism and ICH. Full article
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Article
The Impact of COVID-19 on Hospitality Industry in Greece and Its Treasured Santorini Island
Sustainability 2021, 13(14), 7906; https://0-doi-org.brum.beds.ac.uk/10.3390/su13147906 - 15 Jul 2021
Viewed by 641
Abstract
This paper focuses on the dynamic of the recent upheaval in the tourism and hospitality sector due to the COVID-19 epidemic in Greece and Santorini island. It uses the case study of a country one-fourth of whose GDP consists of tourism. We compare [...] Read more.
This paper focuses on the dynamic of the recent upheaval in the tourism and hospitality sector due to the COVID-19 epidemic in Greece and Santorini island. It uses the case study of a country one-fourth of whose GDP consists of tourism. We compare the available statistical data showing the change in variables in the previous years with 2020 and look into the new challenges and opportunities posed by the drop in the numbers of visitors and flights. We focus mainly on the economic and social impact on the destination and possible future scenarios for further development in the area. Data show a significant effect of the pandemic on multiple variables, such as the long-term trend of the importance of tourism sector in GDP in Greece, the number of flights and visitors to Greece and Santorini island, and the contribution of tourism and travel to GDP. Based on the available data, we also construct three foresight scenarios that describe the possible futures for Santorini island in terms of the pandemic evolution. These scenarios may help various stakeholders and policymakers to be better prepared for different developments that may appear. Full article
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Article
Tourists’ Motivation, Place Attachment, Satisfaction and Support Behavior for Festivals in the Migrant Region of China
Sustainability 2021, 13(9), 5210; https://0-doi-org.brum.beds.ac.uk/10.3390/su13095210 - 07 May 2021
Cited by 1 | Viewed by 545
Abstract
This study aimed to explore the relationships among tourist motivation, place attachment, satisfaction and support behavior for hosting festivals in the migrant region of China. A self-administered questionnaire was used to conduct an on-site survey and a second-order structural equation modeling (SEM) technique [...] Read more.
This study aimed to explore the relationships among tourist motivation, place attachment, satisfaction and support behavior for hosting festivals in the migrant region of China. A self-administered questionnaire was used to conduct an on-site survey and a second-order structural equation modeling (SEM) technique was employed. The results of the current study showed that visitors’ general festival motivations had a positive influence on their place attachment and satisfaction. Visitors’ theme-related motivations had a positive influence on their place identity and satisfaction. Place dependence and place identity also positively affected their low-effort support behavior. In addition, visitors’ place identity was a positive antecedent of their high-effort support behavior. Visitors’ place attachment had a positive influence on their satisfaction and visitors’ satisfaction positively affected their support behavior. This study encouraged festival organizers to become aware that place attachment performs an important role in attracting tourists, and nostalgia is one of the most important motivations for hosting festivals in the migrant region of China. As a result, this study provides crucial insights that organizers should pay attention to place attachment and place identity in order to satisfy visitors and support festival activities. Full article
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Article
The Effects of Employee Learning, Knowledge, Benefits, and Satisfaction on Employee Performance and Career Growth in the Hospitality Industry
Sustainability 2021, 13(8), 4101; https://0-doi-org.brum.beds.ac.uk/10.3390/su13084101 - 07 Apr 2021
Cited by 2 | Viewed by 719
Abstract
The service industry is considered one of the fastest growing industries in the world, especially in the context of developing countries with economies which rely on tourism sectors as the drivers for economic growth. The development of human resources can directly support the [...] Read more.
The service industry is considered one of the fastest growing industries in the world, especially in the context of developing countries with economies which rely on tourism sectors as the drivers for economic growth. The development of human resources can directly support the expansion of this industry. The aim of the current study was to investigate the relationships among factors at the employee level, including employee learning and knowledge. Furthermore, this study aimed to analyze the relationships among several determinants (e.g., employee satisfaction) and the influence of those relationships on employee performance and the growth of human resources careers in the context of the hospitality industry. Data were collected from 608 employees in three sectors of the service industry: airlines, hotels, and spas. The results indicated that employee learning, employee knowledge, and employee satisfaction were influential factors for employee performance. In addition, employee benefits and employee creativity showed significant effects on employee satisfaction. Furthermore, employee performance showed a significant positive effect on career growth. The implications of the current research for practitioners are also provided, and directions for further research are discussed in greater detail. Full article
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Article
Development of a Scale to Measure Intrapersonal Psychological Empowerment to Participate in Local Tourism Development: Applying the Sociopolitical Control Scale Construct to Tourism (SPCS-T)
Sustainability 2021, 13(7), 4057; https://0-doi-org.brum.beds.ac.uk/10.3390/su13074057 - 06 Apr 2021
Cited by 1 | Viewed by 497
Abstract
Future tourism development must be guided by thoughtful and effective policies that represent the interests of a majority of community members to maximize the positive and minimize the negative impact on communities. Effective policies rely on the support of an engaged citizenry made [...] Read more.
Future tourism development must be guided by thoughtful and effective policies that represent the interests of a majority of community members to maximize the positive and minimize the negative impact on communities. Effective policies rely on the support of an engaged citizenry made up of residents who feel psychologically empowered. The primary purpose of this study was to develop a topic-specific measure of sociopolitical control in order to provide a reliable quantitative tool to evaluate tourism development in host communities. Confirmatory factor analysis yielded indices of an acceptable model fit that support the construct validity of a revised Sociopolitical Control Scale for Tourism (SPCS-T). The present study provides empirical evidence that policymakers and researchers interested in gauging support for future tourism policies can successfully apply the SPCS-T in the tourism context. Full article
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Article
A Conceptual Framework on Reconceptualizing Customer Share of Wallet (SOW): As a Perspective of Dynamic Process in the Hospitality Consumption Context
Sustainability 2021, 13(3), 1423; https://0-doi-org.brum.beds.ac.uk/10.3390/su13031423 - 29 Jan 2021
Cited by 1 | Viewed by 531
Abstract
The consumer decision journey is a complex and situation-dependent process. In highly competitive markets with diverse brands in the hospitality industry, it is important to understand how customers’ wallets are allocated to a particular brand among a set of competing brands. A review [...] Read more.
The consumer decision journey is a complex and situation-dependent process. In highly competitive markets with diverse brands in the hospitality industry, it is important to understand how customers’ wallets are allocated to a particular brand among a set of competing brands. A review of the literature indicates that customers generally follow a previous purchasing experience and its evaluation (e.g., satisfaction, preference) but may change their former decisions at the purchasing moment through the dynamic process. This study builds upon the concept of brand categorization to understand complex choice behavior and the customer’s share of wallet. This study proposes a conceptual framework incorporating several recent theoretical developments in consumer research to better understand customers’ purchasing behavior in the hospitality industry. As such, it provides guidelines for designing a more effective marketing and communication strategy for hospitality entities. Full article
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Article
Exploration of Sharing Accommodation Platform Airbnb Using an Extended Technology Acceptance Model
Sustainability 2021, 13(3), 1185; https://0-doi-org.brum.beds.ac.uk/10.3390/su13031185 - 23 Jan 2021
Cited by 3 | Viewed by 1204
Abstract
The purpose of this research is to investigate the accountability of the extended technology acceptance model (TAM) in the domain of sharing accommodation platform service. Based on TAM, this research derived attributes such as network externalities, trust, interactivity, ease of use, usefulness, and [...] Read more.
The purpose of this research is to investigate the accountability of the extended technology acceptance model (TAM) in the domain of sharing accommodation platform service. Based on TAM, this research derived attributes such as network externalities, trust, interactivity, ease of use, usefulness, and intention to repurchase. This study selects Airbnb as the context. A survey was adopted as the main instrument of this research. The total number of valid observations is 450. For the data analysis, this study conducted frequency analysis, confirmatory factor analysis, correlation matrix, reliability test, and path analysis using structural equation modeling. The results show that network externalities are essential to account for trust and interactivity. In addition, the results show that interactivity is an influential element to both ease of use and usefulness. Moreover, usefulness is affected by trust and interactivity. Furthermore, this research reveals the positive association between usefulness and intention to repurchase. Full article
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Article
The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance
Sustainability 2021, 13(2), 876; https://0-doi-org.brum.beds.ac.uk/10.3390/su13020876 - 16 Jan 2021
Cited by 1 | Viewed by 1105
Abstract
While scholarly inquiries into Service Sabotage (SS) have received ample attention in the literature of various industries, the role of Emotional Intelligence (EI) and Emotional Dissonance (ED) in employee-customer relations in the context of Environmental Stimuli (ES) in the tourism accommodation sector has [...] Read more.
While scholarly inquiries into Service Sabotage (SS) have received ample attention in the literature of various industries, the role of Emotional Intelligence (EI) and Emotional Dissonance (ED) in employee-customer relations in the context of Environmental Stimuli (ES) in the tourism accommodation sector has remained unexplored. The role of employee–customer interaction in tourism is paramount for a hospitality organization’s growth, sustainability, and profitability. We hypothesized hotel service employees’ EI and ED can be influential factors to SS. Adopting the Mehrabian–Russell model (M–R) and Stimulus-Organism-Response (S-O-R) framework as conceptual paradigms, we tested the effect of hotel ambiance on employees’ emotions, which can have significant effects on SS. The study revealed that ES links to behaviors and elicits EI and ED as human emotional responses to environments that have a parallel mediating effect on mitigating or neutralizing the negative effect of SS in an organization. The findings provide important insights into an organization’s awareness of the provision of ES as a positive factor for employees, subsequently forming their behavioral consequences of EI and ED which can mitigate the negative impacts of SS. The study yields important implications on how hospitality organizations should pay attention to the impact of rule-breaking behaviors. Theoretical and practical implications are also discussed. Full article
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2020

Jump to: 2021

Article
Water Quality Estimation and Population’s Attitudes: A Multi-Disciplinary Perspective of Environmental Implications in Tara National Park (Serbia)
Sustainability 2021, 13(1), 241; https://0-doi-org.brum.beds.ac.uk/10.3390/su13010241 - 29 Dec 2020
Cited by 1 | Viewed by 661
Abstract
The paper analyzes the water quality of hydrological resources in the wider area of Tara National Park (NP Tara) in Serbia and the opinions of the local community and the national park visitors about the grade of the possible damage. The pollution level [...] Read more.
The paper analyzes the water quality of hydrological resources in the wider area of Tara National Park (NP Tara) in Serbia and the opinions of the local community and the national park visitors about the grade of the possible damage. The pollution level of the Drina River at the Bajina Bašta hydrological station was analyzed using the Water Pollution Index. The results showed that water quality corresponded to classes II (clean water) or III (moderately polluted water) and revealed the presence of organic pollution. In addition, using a survey combined with field research, the perceptions of local inhabitants and national park visitors related to environmental pollution were analyzed. The community believed that tourism does not cause significant damage to the environment. However, the older and more educated groups of residents and visitors had a more critical perception of the environmental impact of tourism. The results also indicated that the perceptions of visitors were mostly in agreement with measured water quality in the Drina River. The findings of this study have important implications for the management of protected areas and future policies related to national parks. Full article
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Article
Identification of Consumer Behavior Based on Price Elasticity: A Case Study of the Prague Market of Accommodation Services
Sustainability 2020, 12(22), 9452; https://0-doi-org.brum.beds.ac.uk/10.3390/su12229452 - 13 Nov 2020
Cited by 3 | Viewed by 959
Abstract
The article deals with customer behavior in the market of accommodation services. The main purpose of this article is to identify tourist behavior using their sensitivity to changes in the price, based on the data from 2011 to 2018. The results can help [...] Read more.
The article deals with customer behavior in the market of accommodation services. The main purpose of this article is to identify tourist behavior using their sensitivity to changes in the price, based on the data from 2011 to 2018. The results can help to understand the booking behaviors of tourists in the long term period, identify specific situations, and to improve the application of revenue management. Using simple log-log regression analysis, the daily performance data of 103 Prague hotels were analyzed, and the coefficient of price elasticity of demand was identified for various timeframes: low and high seasons, summer months, weekends and weekdays, and individual years. The results show that the coefficient of price elasticity of demand is decreasing. In the low season, the low price sensitivity is caused mainly by the high proportion of the non-yieldable leisure group segment, where fixed rates are created for tour operators more than a year in advance. In the high season, Giffen’s paradox was identified in 2016 and shows the situation of customers expecting further growth of room rates. The Giffen paradox was identified only on specific dates of the year and was confirmed by year-to-year growth of the Average Daily Rate. Full article
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Article
The Relationships among Experience, Delight, and Recollection for Revisit Intention in Chocolate Exposition
Sustainability 2020, 12(20), 8644; https://0-doi-org.brum.beds.ac.uk/10.3390/su12208644 - 19 Oct 2020
Cited by 4 | Viewed by 733
Abstract
This study examined the relationship among holistic experience and delight, recollection, and revisit intention, in visitors to a chocolate exposition, to confirm the factors influencing their revisit intention. To accomplish this objective, a sample of 280 visitors to the Salon du Chocolat was [...] Read more.
This study examined the relationship among holistic experience and delight, recollection, and revisit intention, in visitors to a chocolate exposition, to confirm the factors influencing their revisit intention. To accomplish this objective, a sample of 280 visitors to the Salon du Chocolat was utilized. The findings revealed that the visitors’ memorable on-site experiences had a positive impact on their sense of delight and recollection. These emotions were shown to positively influence their intention to revisit the exposition. In conclusion, the on-site experiences of sense, feel, think, act, and relate, were the most important determinants of revisit intention among visitors. The findings of this study meaningfully contribute to theory by applying the concepts of experiential marketing to food expositions. Our study also proposes practical suggestions for hosting food expositions in a post-COVID world. The theoretical framework proposed and tested for model validation lay the foundation for future research on experiential marketing of food expositions. Full article
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Article
Towards Sustainable Human Resource Development of Convention Project Managers: Job Characteristics and Related Differences in Core Competency
Sustainability 2020, 12(19), 7898; https://0-doi-org.brum.beds.ac.uk/10.3390/su12197898 - 24 Sep 2020
Cited by 1 | Viewed by 774
Abstract
There are currently extensive discussions on the remarkable development of the convention industry and the impact on local economies made by convention visitors, but there is limited research on the human resources expertise which is crucial for sustainable and qualitative development in the [...] Read more.
There are currently extensive discussions on the remarkable development of the convention industry and the impact on local economies made by convention visitors, but there is limited research on the human resources expertise which is crucial for sustainable and qualitative development in the field of convention. This study aims to examine differences in core competencies based on the type of job characteristics model of convention project managers. Based on the existing literature, quantitative and qualitative mixed-methods design was used. 12 semi-structured interviews were conducted with professionals to define measurements, especially core competencies. Job characteristics and core competencies were identified with a survey of 392 convention PM. By using a cluster analysis, it investigated the differences in perception of competencies according to the job characteristics model. As a result of the analysis, five job characteristics were verified, and core competencies that were not organized were classified. In addition, it was confirmed through the analysis that there is a difference in perception of core competencies according to job characteristics. Based on the results, this study stresses the importance of the qualitative and sustainable development of the convention industry. Theoretical and practical implications were provided to enhance core competencies according to job characteristics for sustainable growth of convention project managers. Full article
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Article
Effects of Place Attachment and Image on Revisit Intention in an Ecotourism Destination: Using an Extended Model of Goal-Directed Behavior
Sustainability 2020, 12(18), 7831; https://0-doi-org.brum.beds.ac.uk/10.3390/su12187831 - 22 Sep 2020
Cited by 7 | Viewed by 1334
Abstract
This study explores the decision-making process of tourists visiting Guilin, China as an ecotourism destination. An extended model of goal-directed behavior with the inclusion of place attachment and destination image is employed to understand tourists’ revisit intention. This study finds several substantial variables [...] Read more.
This study explores the decision-making process of tourists visiting Guilin, China as an ecotourism destination. An extended model of goal-directed behavior with the inclusion of place attachment and destination image is employed to understand tourists’ revisit intention. This study finds several substantial variables that contribute to leading the behavioral intention of tourists. Results reveal that tourist attitude, positive anticipated emotion, and perceived behavioral control positively influence desire. Tourist desire to visit a destination is an important predictor of behavioral intention, and desire plays a substantial mediating role between attitude, positive anticipated emotion, perceived behavioral control, and behavioral intention. The image of an ecotourism destination is an important antecedent of attitude, perceived behavioral control, and subjective norm. The destination image indirectly influences behavioral intention through attitude, subjective norm, and perceived behavioral control. Destination image also has a direct effect on place attachment, which in turn influences behavioral intention. Findings provide a theoretical framework of understanding tourist behavior and contribute guidelines for developing sustainable ecotourism for central and local governments. Full article
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Article
A Conceptual Model for Green Human Resource Management: Indicators, Differential Pathways, and Multiple Pro-Environmental Outcomes
Sustainability 2020, 12(17), 7089; https://0-doi-org.brum.beds.ac.uk/10.3390/su12177089 - 31 Aug 2020
Cited by 5 | Viewed by 1580
Abstract
There is a growing awareness of green human resource management (GHRM) in the environmental sustainability research in hospitality and tourism literature. The extant literature also delineates review studies about GHRM. Despite the existence of these studies, there is still a paucity of research [...] Read more.
There is a growing awareness of green human resource management (GHRM) in the environmental sustainability research in hospitality and tourism literature. The extant literature also delineates review studies about GHRM. Despite the existence of these studies, there is still a paucity of research about a parsimonious model that includes the underlying mechanisms linking GHRM to multiple pro-environmental behaviors. In view of such a gap, using the ability-motivation-opportunity framework, social exchange theory, social information processing and reformulation of attitude theories, and the happy-productive thesis as the theoretical underpinnings, our study proposes a conceptual model of GHRM. Specifically, our study links GHRM to organizationally valued pro-environmental behaviors such as task-related pro-environmental behaviors, proactive pro-environmental behaviors, green recovery performance, and green voice behavior through the mediating roles of work engagement and job satisfaction. In addition, our search of the relevant literature highlights eight indicators of GHRM such as green selective staffing, green training, green empowerment, green rewards, green career opportunities, green teamwork, green work-life balance, and green participation in decision making. Theoretical contributions and avenues for future research are discussed in the paper. Full article
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Article
How Does Workplace Romance Influence Employee Performance in the Hospitality Industry?
Sustainability 2020, 12(13), 5478; https://0-doi-org.brum.beds.ac.uk/10.3390/su12135478 - 07 Jul 2020
Cited by 2 | Viewed by 1432
Abstract
With the aim of providing insights to scholars, administrators, and managers on how an employee’s romantic involvement influences job engagement and performance, this study examined workplace romance as a psychological mechanism for determining job performance. A total of 224 deluxe hotel employees in [...] Read more.
With the aim of providing insights to scholars, administrators, and managers on how an employee’s romantic involvement influences job engagement and performance, this study examined workplace romance as a psychological mechanism for determining job performance. A total of 224 deluxe hotel employees in South Korea participated in the research. The results indicate that workplace romance significantly affects employees’ job engagement and performance. Employees who sustain a favorable and positive relationship with others in their organization eventually exhibit increased work effectiveness, which then exerts a constructive effect on hotel services and performance. Moreover, workplace romance experience can significantly improve the effect of workplace romance on job engagement. The paper also discusses limitations and future research directions. Full article
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Article
The Effects of Perceived Risk, Brand Credibility and Past Experience on Purchase Intention in the Airbnb Context
Sustainability 2020, 12(12), 5212; https://0-doi-org.brum.beds.ac.uk/10.3390/su12125212 - 26 Jun 2020
Cited by 5 | Viewed by 1778
Abstract
This study investigated the main effects of perceived risks, brand credibility and past experience on intention to stay at Airbnb places and the interaction effects of past experience with perceived risks and brand credibility on intention to stay. A survey research method was [...] Read more.
This study investigated the main effects of perceived risks, brand credibility and past experience on intention to stay at Airbnb places and the interaction effects of past experience with perceived risks and brand credibility on intention to stay. A survey research method was utilized in South Korea. Our study is the first study to have applied and supported Jacoby and Kaplan’s six constructs in explaining consumers’ risk perceptions in the Airbnb context. One of the primary findings of this study was that past experience played a significant moderating role in the Airbnb context. Social risk and psychological risk had negative effects and performance risk had a positive effect on Airbnb users’ intention to stay. With regard to non-users, psychological risk had a negative effect on intention to stay. These findings indicate that Airbnb users consider more specific risks based on their prior experiences of Airbnb use. This study also revealed that brand credibility had the strongest influence on both Airbnb users’ and non-users’ intention to stay. Consistent with previous research, this finding indicates that brand credibility is a critical variable in consumer decision-making for the intangible and heterogeneous products like accommodation. Based on these findings, theoretical and managerial implications were provided, and limitations and future research were discussed. Full article
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Article
The Role of Customer Experience, Food Healthiness, and Value for Revisit Intention in GROCERANT
Sustainability 2020, 12(6), 2359; https://0-doi-org.brum.beds.ac.uk/10.3390/su12062359 - 18 Mar 2020
Cited by 7 | Viewed by 1349
Abstract
This study proposes a research model in which food healthiness is considered in addition to the five strategic experiential modules (sense, feel, think, act, and relate) to test the antecedent variables that may enhance customer value and intention to revisit grocerants. For the [...] Read more.
This study proposes a research model in which food healthiness is considered in addition to the five strategic experiential modules (sense, feel, think, act, and relate) to test the antecedent variables that may enhance customer value and intention to revisit grocerants. For the empirical analysis, consumers with experience of using seven Korean grocerants were surveyed. Grocerant experience and food healthiness were found to be associated with hedonic and utilitarian values and these values were shown to have a significant effect on revisit intention. This study differentiates itself from earlier studies of consumer experience in the foodservice industry that ignore the importance of food healthiness. The presented research model shows the importance of the roles played by food healthiness and the five strategic experiential modules in enhancing customers’ value perception and intention to revisit grocerants. The theoretical framework proposed and tested in the research model of this study is thus expected to serve as the basis for future research on experiential marketing in the foodservice industry. Full article
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Article
Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China
Sustainability 2020, 12(6), 2285; https://0-doi-org.brum.beds.ac.uk/10.3390/su12062285 - 14 Mar 2020
Cited by 7 | Viewed by 1439
Abstract
Online consumer complaints are closely related to business reputation and elicit managers’ persistent efforts. However, service providers in the sharing economy (SE) lack the skills to communicate with consumers because most are informal or nonprofessional property owners. This research aims to examine the [...] Read more.
Online consumer complaints are closely related to business reputation and elicit managers’ persistent efforts. However, service providers in the sharing economy (SE) lack the skills to communicate with consumers because most are informal or nonprofessional property owners. This research aims to examine the relationship between service providers’ responses and prospective consumers’ perceived helpfulness in the SE by using bed and breakfasts (B&B) as the sample. Response length and voice are adopted to measure the content quality of B&B’s response to an online complaint. Three types of voices (defensive, formalistic, and accommodative) are identified by analyzing service providers’ responses to negative reviews, among which the accommodative voice with empathic statements is the most effective. An inverted-U curve relationship between response length and helpfulness votes is verified based on cognitive load theory. Moreover, interactive effects between response length, review length, and images are also examined. This study suggests the investigation of online reviews from comprehensive perspectives, as well as the adoption of personalized strategies by SE practitioners to respond to consumer complaints. Full article
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Article
Tourism and Altruistic Intention: Volunteer Tourism Development and Self-Interested Value
Sustainability 2020, 12(5), 2152; https://0-doi-org.brum.beds.ac.uk/10.3390/su12052152 - 10 Mar 2020
Cited by 2 | Viewed by 1542
Abstract
Volunteer tourism is indisputably an emerging trend in the tourism industry across the globe. Yet, little is known about the altruistic behavior of volunteer travelers. To fill this void, this research explores the convoluted relationships among memorable experience, awareness of problem, social norm, [...] Read more.
Volunteer tourism is indisputably an emerging trend in the tourism industry across the globe. Yet, little is known about the altruistic behavior of volunteer travelers. To fill this void, this research explores the convoluted relationships among memorable experience, awareness of problem, social norm, psychological resilience, personal norm, and self-interested value in driving altruistic intention. A field survey was conducted with a quantitative approach. The result reveals that psychological resilience and personal norm are direct determinants of altruistic intention while mediating the influence of awareness of problem and social norm on intention. In addition, memorable experience along with awareness of problem significantly induced volunteer travelers’ psychological resilience. Moreover, the test for metric invariance shows that the relationships between psychological resilience, personal norm, and altruistic intention are under the significant influence of volunteer travelers’ self-interested value. Overall, the variance in altruistic intention for volunteer tourism is satisfactorily explained by our suggested theoretical framework. Full article
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Article
Examining Vietnamese Hard-Adventure Tourists’ Visit Intention Using an Extended Model of Goal-Directed Behavior
Sustainability 2020, 12(5), 1747; https://0-doi-org.brum.beds.ac.uk/10.3390/su12051747 - 26 Feb 2020
Cited by 10 | Viewed by 1940
Abstract
Although adventure tourism is divided into two subgroups based on the level of risk, most previous research has not made a distinction in their research. However, due to the high risk, skills, experience, and physical condition required of participants, hard adventure tourism should [...] Read more.
Although adventure tourism is divided into two subgroups based on the level of risk, most previous research has not made a distinction in their research. However, due to the high risk, skills, experience, and physical condition required of participants, hard adventure tourism should be studied separately from soft tourism activities. Thus, this study investigates the antecedents influencing hard adventure tourists’ visit intention by adopting the model of goal-directed behavior. Furthermore, two new variables, social media consumption and hardy tourism knowledge, were added to improve the model’s predictive ability. Using 441 Vietnamese hard adventure tourists as research samples, the results have shown the conceptual model to be robust and effective in explaining behavioral intention. Generally, the results were consistent with previous research. However, subjective norms, negative anticipated emotion, and frequency of past behavior produced unexpected results. Full article
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Article
Coffee House Consumers’ Value Perception and Its Consequences: Multi-Dimensional Approach
Sustainability 2020, 12(4), 1663; https://0-doi-org.brum.beds.ac.uk/10.3390/su12041663 - 23 Feb 2020
Cited by 1 | Viewed by 1326
Abstract
This research paper explored the causal relationship between consumers’ brand value perception, brand credibility, brand prestige, and other consequential outcome variables. The conceptual relationships were described into a potential theoretical research model. The potential theoretical model was empirically assessed using structural equation-based modeling [...] Read more.
This research paper explored the causal relationship between consumers’ brand value perception, brand credibility, brand prestige, and other consequential outcome variables. The conceptual relationships were described into a potential theoretical research model. The potential theoretical model was empirically assessed using structural equation-based modeling analysis using the survey data obtained from 309 coffee drinkers in United States. The data analysis outcomes revealed that utilitarian-related value perception creates consumers’ brand credibility. Moreover, coffeehouse consumers’ hedonic value perception and social value perception increase brand prestige perception. This study revealed that consumers’ credibility perception and perceived prestige level has direct/indirect influence on perceived brand trust, commitment, and loyalty. Based upon the research findings, suggestions for the industry and future studies are provided. Full article
Article
Understanding the Eco-Friendly Role of Drone Food Delivery Services: Deepening the Theory of Planned Behavior
Sustainability 2020, 12(4), 1440; https://0-doi-org.brum.beds.ac.uk/10.3390/su12041440 - 15 Feb 2020
Cited by 17 | Viewed by 2460
Abstract
This study tried to explain consumer’s intention formation in the context of drone food delivery services based on Ajzen’s theory of planned behavior (TPB) model. In addition, this study tried to deepen the TPB by understanding the moderating effect of the awareness of [...] Read more.
This study tried to explain consumer’s intention formation in the context of drone food delivery services based on Ajzen’s theory of planned behavior (TPB) model. In addition, this study tried to deepen the TPB by understanding the moderating effect of the awareness of consequences. The data were collected from 406 respondents using an online survey in South Korea. The results showed that all proposed hypotheses were accepted. It was also found that the awareness of consequences plays a crucial role in the relation between perceived behavioral control and behavioral intentions. Important theoretical and managerial implications are discussed in the last part of the paper. Full article
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