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Drawing substantially on epistemologies developed in the context of vulnerable populations and responding to calls for greater epistemic justice in marketing research, an intersectional framework involving positionality, partiality, reflexivity, and situated knowledges is proposed to reflect on undertaking market research with Muslim minority populations in non-Muslim majority countries. This population is often highly vulnerable due to stigmatisation, Islamophobia and processes of othering that affect Muslim consumer behaviour, practices and identity. The framework is derived from reflexive experiences of market research undertaken by the authors on and with Islamic consumers both on an individual and collective basis and from relevant literature. The framework highlights the relational nature of the research experience and the situatedness and positionality of both the researcher and researched. In the case of research with Muslim populations we also draw out the significance of religious identity, ideology and religiosity; intersectionalities, including gender; and religious and cultural power as framed by cultural and institutional practices and which affect notions of class and attitudes to the other. We propose an approach that helps overcome Muslim/non-Muslim binaries that flatten the lived notions of the Muslim experience and consumption practices and instead provide for a richer and more representative account of Muslim identity. However, this approach also heightens researcher sensitivity to the situatedness of Muslims within social norms and the implications that this has for anonymity. [ABSTRACT FROM AUTHOR]

Purpose: Using dynamic capabilities (DCs) theory, the authors assess whether micro, small and medium-sized enterprises (MSMEs) can leverage DCs to improve operational capabilities (OCs) during the COVID-19 pandemic. The authors also identify whether organizational learning (OL) affects the relationship between DCs and OCs. Design/methodology/approach: The authors test these propositions on a sample of 419 MSMEs from Australia and New Zealand. Findings: DCs have no direct effect on OCs, technological or marketing capabilities (TCs or MCs). OL moderates the effect of DCs on both TCs and MCs. Research limitations/implications: The study assesses only MCs and TCs as OCs and does not explicitly measure pandemic impacts on organizations. However, the results illustrate the importance of OL during crises for recovery purposes. Practical implications: Managers can use the findings to improve structure, processes and knowledge management emanating from MCs and TCs within organizations impacted by the COVID-19 pandemic. Originality/value: The authors use a multi-dimensional measure of OL and show that during the pandemic, OL is a critical factor that allows organizations to transform the benefits conferred by DCs into MCs and TCs. [ABSTRACT FROM AUTHOR]

Understanding vulnerable consumers when conducting Transformative Service Research (TSR) is essential but these consumers and their contexts are often complex and difficult to research. Despite a movement towards TSR methodologies suitable for studying vulnerable participants and their contexts, a comprehensive framework that can guide service researchers is lacking. The purpose of this paper is to investigate appropriate methods, procedures, and protocols that permit researching a wide range of vulnerable groups and exposures to vulnerable situations in TSR. This is undertaken via a review of the literature and the authors' reflections of their experiences with researching vulnerability in various configurations (e.g., disasters, refugees, healthcare, disability, and older people). Through an iterative process of personal case reflections and group discussions blended with extant literature, patterns and insights regarding appropriate research protocols, techniques, processes, and sampling are identified. These insights contribute to the development of a comprehensive TSR framework in five research method areas including 1) consideration of the context, researcher, support persons and participants, 2) recruitment considerations relating to sampling, 3) recruitment considerations in terms of ethics and set-up, 4) data collection considerations relating to research protocol and set-up, and 5) data collection considerations. The framework can guide both academics and practitioners to enhance research outcomes for both participants and researchers. [ABSTRACT FROM AUTHOR]

Purpose: Grounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service organizations and improve their financial performance. Limited studies examine the link between a TMS and organizational resilience. Design/methodology/approach: The authors test a theoretical model on a sample of 350 UK service firms that were impacted by the COVID-19 pandemic and analyze the data using partial least square structural equation modeling. Findings: Results highlight the positive effects of a TMS and dynamic capabilities on organizational resilience. Only a TMS and organizational resilience have direct positive effects on financial performance. Originality/value: To the best of the authors' knowledge, this is the first study to ascertain the influence of a TMS on organizational resilience in service firms following adversity. [ABSTRACT FROM AUTHOR]

Lesbian, Gay, Bisexual (LGB) people can experience discrimination because of their minoritized status, which can be exacerbated when they come from a less privileged group or background compared to the rest of society. Travel can play a unique role in their lives by providing an opportunity to escape the constrictors of how one is defined and positioned in their home environment. The experiences enabled through travel can help build capacities that enhance well-being and the ability to cope with prejudice at home. This paper explores how LGB people with intersectional identities perceive the role of travel in contributing to their well-being and the activities they participate in while travelling. We frame intersectionality as one's sexual orientation and the differences arising from one's relative socioeconomic status. Through an online survey of 473 Australian LGB people, we identify five well-being segments, which differed on their socioeconomic status, travel activity choices, and sexual orientation. The results have implications for how travel is a well-being tool that supports different segments of LGB people through the provision of pleasure activities while also facilitating self-development, social contribution, and minimizing the impact of negative experiences on day-to-day life. [ABSTRACT FROM AUTHOR]

Grounded in conservation of resources (COR) theory, this study identifies the effect of leadership behaviors on the resilience of tourism firms and employees in Sri Lanka during the early stages of the COVID-19 crisis. The developed conceptual model links the resilient leadership behaviors of vision sharing, leadership of tasks, and management of change with employee resilience (cognitive, behavioral, and contextual) and organizational resilience (planned and adaptive). The findings highlight that resilient leadership behaviors in the early stages of the pandemic enhanced both employee and organizational resilience. The contextual and behavioral dimensions of employee resilience mediated the effect of resilient leadership behaviors on organizational resilience. The study offers suggestions for the development of organizational resilience and the specific support that may facilitate the recovery of the tourism sector from the COVID-19 crisis. [ABSTRACT FROM AUTHOR]

Using dynamic capabilities (DCs) and the disaster/crisis management cycle (DMC) as the theoretical lens, this study explores how different types of DCs build and sustain organizational resilience of tourism firms during COVID-19. Taking a processual view, the study advances theorization of the relationship between DCs and organizational resilience in tourism studies. A qualitative study of 30 owners and senior managers of tourism and hospitality firms in Bangladesh reveals that threats and opportunities presented by the COVID-19 pandemic activated 10 different types of DCs (replicating, integrating, reconfiguring, creating, developing, assimilating, renewing, adaptive, innovative, and regenerative) across the pre, response (short-term) and future recovery intentions (long-term) stages. DCs activated different resilience facets (networks and relationships, leadership and culture, and change ready), highlighting the criticality of achieving planned and adaptive resilience for tourism firms during COVID-19. Response and recovery implications for tourism firms during disruptive events are suggested. [ABSTRACT FROM AUTHOR]

Tourism can enhance the wellbeing of the queer communities. Using identity-based motivation theory, this study proposes that queer identity and life-satisfaction influence travel motivation, psychological resilience, travel wellbeing, and tourist activity choice. This proposition is quantitatively tested on 473 queer Australians. Results suggest identity positively affects travel motivation but not psychological resilience. Travel motivation significantly influences psychological resilience, travel wellbeing, and tourist activity choice. Life-satisfaction positively influences travel motivation, psychological resilience, and travel wellbeing. These relationships highlight travel as an important means for building resilience and enhancing the wellbeing of queer people, having theoretical and managerial implications. [ABSTRACT FROM AUTHOR]

Despite the recognition that employee resilience affects the resilience of tourism organizations, the influence of employees' creative self-efficacy on their own resilience and the subsequent effects on organizational resilience has yet to be ascertained. We use social cognitive theory to argue that creative self-efficacy and employee resilience have positive impacts on organizational resilience (planned and adaptive) and firms' financial performance. We test these propositions among 478 tourism and hospitality organizations affected by COVID-19 in Sri Lanka. Results suggest that employees' creative self-efficacy have a significant positive influence on employee resilience and planned resilience but, contrary to our predictions, lessens adaptive resilience and financial performance. Employee resilience only affects planned resilience but not adaptive resilience. Employee resilience and adaptive resilience have positive influences on financial performance of the firm. The findings have implications on how human capital development can contribute to sustainable tourism development. Implications for practice are also offered. [ABSTRACT FROM AUTHOR]

This study examines psychological factors that can trigger nostalgia from the heritage tourism experience. We treat nostalgia as an emotion rather than a push travel motive and argue that nostalgic feelings can be predicted by visitors' (domestic and international) motivation, positive and negative emotions, and perceived authenticity of the heritage experience. We develop and test five hypotheses among 500 visitors to Su Nuraxi, the most visited UNESCO world heritage site in Sardinia, Italy. The findings show that statistically no significant difference exists between domestic and international visitors on their felt nostalgia. Nostalgic feelings are higher when the site is part of the visitor's own heritage and is world famous, suggesting a positive relationship between visitation motives and nostalgia. Nostalgia can be triggered by both positive (astonishment and gratitude) and negative emotions (guilt and disappointment) felt at the site and has, therefore, a bittersweetness to its affective signature. More importantly, perceived authenticity is not a strong predictor of nostalgia. Implications for heritage site management and marketing are offered. [ABSTRACT FROM AUTHOR]

The city of Christchurch, New Zealand, incurred significant damage due to a series of earthquakes in 2010 and 2011. The city had, by the late 2010s, regained economic and social normalcy after a sustained period of rebuilding and economic recovery. Through the concerted rebuilding effort, a modern central business district (CBD) with redesigned infrastructure and amenities was developed. The Christchurch rebuild was underpinned by a commitment of urban planners to an open and connected city, including the use of innovative technologies to gather, use and share data. As was the case elsewhere, the COVID-19 pandemic brought about significant disruptions to social and economic life in Christchurch. Border closures, lockdowns, trading limitations and other restrictions on movement led to changes in traditional consumer behaviors and affected the retail sector's resilience. In this study, we used CBD pedestrian traffic data gathered from various locations to predict changes in retail spending and identify recovery implications through the lens of retail resilience. We found that the COVID-19 pandemic and its related lockdowns have driven a substantive change in the behavioral patterns of city users. The implications for resilient retail, sustainable policy and further research are explored. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to theorise and empirically test a model based on the hierarchy of effects behavioural learning approach ("do-think-feel") to explain how travel during a crisis assists consumer well-being. The paper also examines whether the effect travel has on well-being is serially mediated by perceived risk and resilience and moderated by the personality trait of sensation-seeking. Design/methodology/approach: This research uses a quasi-experimental design involving Australian consumers based on a sample of n = 307 who had travelled and n = 277 who had not during the COVID-19 pandemic (N = 584). A replication study (N = 290) is also undertaken to assess the robustness of the hierarchy of effects uncovered in the main study. Data were analysed using structural equation modelling (SEM) and Hayes PROCESS macro. Findings: The results reveal travellers have significantly higher levels of both hedonic and eudaimonic well-being than non-travellers, suggesting the transformative potential of travel experiences during a crisis. The transformative potential of travel is driven by perceived risk and psychological resilience, which mediate the relationship between travel frequency and well-being. Further, spotlight moderation analysis demonstrates that the effect of travel on well-being is most profound for those with lower levels of sensation-seeking. These relationships are also confirmed in the replication study. Originality/value: This research is among the first in transformative service research (TSR) to test the mediators of perceived risk and resilience together in a singular study, showing how experiences such as travel are potentially transformative. It also evaluates personality traits such as sensation-seeking as a moderating factor, which is uncommon in TSR. Further, this study empirically validates a do–think–feel behavioural learning approach, as opposed to other hierarchy of effects sequences that are dominant in TSR and the wider services marketing literature. [ABSTRACT FROM AUTHOR]

The emotional aspects of heritage experiences remain so far under-researched with the emotional accessibility at such sites ignored. Using cognitive appraisal theory (CAT) and reversal theory, this study evaluates the role of motivation, tourism impacts, emotional accessibility, and felt emotions in determining tourist satisfaction at heritage sites. Based on a sample of 1531 international visitors to Petra, this study confirms that tourist motivation affects perceived positive but not negative tourism impacts. Tourist motivation contributes positively toward visitors accessing their emotions (emotional accessibility) derived from the site visit. However, only positive tourism impacts contribute to emotional accessibility, and the latter informs both felt positive and negative emotions. Significant relationships exist between these factors and tourist satisfaction. Implications for cultural sustainability and tourist experience management at heritage sites are suggested. [ABSTRACT FROM AUTHOR]

This study develops and tests an integrative model of destination loyalty to tourist hotspot destinations. The study highlights the role of perceived destination adaptation and psychological reactive behaviors in determining tourist satisfaction and loyalty. The model was tested using data collected from 582 respondents who had recently visited one of the "overcrowded" Mediterranean coastal tourism destinations. Findings suggest that perceived destination adaptation negatively influences tourist satisfaction and positively influences reactive behaviors of approach, avoidance, and tolerance. Approach and avoidance behaviors predict assessed crowding levels and tourist satisfaction. Tourists' tolerance levels on assessed crowding was insignificant. Assessed crowding levels negatively affect tourist satisfaction and intentions to revisit and recommend the destination while positively influencing objections to revisit and recommend the destination. Concomitantly, overtourism awareness moderated the effect of assessed crowding levels on tourist satisfaction and intentions to revisit and recommend the destination. Theoretical and managerial implications are discussed. [ABSTRACT FROM AUTHOR]

Based on cognitive appraisal theory, a theoretical model of the antecedents and consequences of perceived food authenticity is proposed. Specifically, relationships between food-related neophobia and neophilia, emotions, perceived food authenticity, and existential authenticity are evaluated in determining authenticity perceptions. We theorize perceived food authenticity as a four-dimensional construct (local food, traditional food, unfamiliar food, and rare food). Using data collected from international tourists in Iran (N = 339), the findings revealed that positive emotions have the greatest influence on evaluations of perceived food authenticity and existential authenticity. Neophilia rather than neophobia was found to drive perceived food authenticity. The findings contribute to the limited adoption of cognitive appraisal theory in understanding food tourists' experiences and providing evidence of the role of authenticity evaluation as an outcome of tourists' affective responses. Managerial insights into differentiated marketing communications for neophiliac and neophobic market segments are provided for food tourism operators and hospitality marketing strategists. 基于认知评价理论，提出了感知食品真实性的前因和后果的理论模型. 具体来说，在确定真实性感知时，评估了与食物相关的新恐惧症和新恐惧症、情绪、感知的食物真实性和存在真实性之间的关系. 我们将感知的食物真实性理论化为一个四维结构 (本地食物、传统食物、陌生食物和稀有食物). 使用从在伊朗的国际游客（N=339）收集的数据，研究结果表明，积极情绪对感知食品真实性和存在真实性的评估影响最大. 研究发现，对食品真实性的感知是由嗜新癖而非恐新癖引起的. 这些发现有助于认知评价理论在理解美食游客体验方面的有限应用，并为真实性评价作为游客情感反应结果的作用提供证据为食品旅游运营商和酒店营销策略师提供了对新癖和新癖细分市场差异化营销传播的管理见解. [ABSTRACT FROM AUTHOR]

A large share of growth in the sharing or platform economy is driven by peer-to-peer (P2P) accommodation providers such as Airbnb. The literature argues for both positive and negative socio-cultural, economic and environmental impacts emanating from the tourism and hospitality businesses and value chains that are dependent on AirBnB and other online platforms. These impacts are felt in terms of competition with more traditional business models (e.g. hotels, motels and B&Bs) and their influence on tourist and visitor flows as well as their spatial impacts that has led to substantial community opposition to accommodation providers that utilise Airbnb in some destinations. This introduction to the special issue on AirBnB and the sharing economy identifies several themes in the consumption and production of the sharing, peer-to-peer and platform economies on tourism at various scales, ranging from international networks, destinations and business, through to neighbourhoods and individuals. Although Airbnb provides the primary frame by which to investigate the relationships between the sharing economy and tourism and the implications of so-called disruptive innovation this introduction also notes some of the wider implications of the sharing and platform economy for people and places. [ABSTRACT FROM AUTHOR]

Using the Multi-Level Perspective (MLP) and Actor-Network-Theory and After (After ANT), we explore how regime actors from the formal accommodation sector perceive and respond to Airbnb. We evaluate regime actors' perceptions of Airbnb's network and its key characteristics. Based on in-depth interviews with 14 stakeholders, we found that Airbnb is perceived as impacting both the landscape and the regime. Perceptions of Airbnb are not uniform across accommodation types. The findings also suggest that through principles of translation, negotiation, and lack of acquiescence, the niche player, Airbnb, is perceived as attempting to create a new 'collectif'. The regime has responded through strategies including, financial responses, marketing responses, and lobbying for regulations. Implications for theory and practice are offered. [ABSTRACT FROM AUTHOR]

Gastronomic tourism is a growing niche in tourism, hospitality, marketing, regional development, and education. The paper entitled 'Co-creative Tourism Experiences - a conceptual framework and its application to Food & Wine Tourism' by Carvalho, Kastenholz and Carneiro analyzes the academic literature to identify the main experience dimensions to be considered within the scope of co-creation in tourism, particularly food and wine tourism-related, using an integrative literature review approach. Tourism and gastronomy: Gastronomy's influence in how tourists experience a destination. To evaluate gastronomic experiences and their implications for experiential marketing, we have focused on those studies that transcend the boundaries of gastronomic and culinary tourism experiences so that the broader scope of food tourism experiences can be examined. [Extracted from the article]

Drawing on dual‐system theories, this study shows that excessive social media users demonstrate a psychological imbalance between the impulsive and reflective systems in their minds. We provide empirical evidence of an inconsistency between conscious attitudes and the actual behavior toward social media. The findings show that excessive users are driven more by their implicit attitudes rather than explicit beliefs in consuming social media. Although a high level of self‐control indicates healthy social media use, the findings suggest that self‐control has no significant influence on excessive users with a positive implicit attitude and high‐impulsive social media use. This duality of self‐control dispels beliefs about its ability to regulate excessive online behaviors. Therefore, this study (1) theorizes what constitutes excessive social media use, (2) outlines how implicit measurements are incorporated in consumer research, and (3) offers practical implications for managing unhealthy online behaviors. [ABSTRACT FROM AUTHOR]

The purpose of this study is to ascertain the effect of awe on tourist behavioral intentions for astrotourism destinations. Awe is theorized as a multi‐dimensional concept with both cognitive and affective elements. A behavioral model depicting the relationships among awe, tourist satisfaction and behavioral intentions is proposed and examined among 304 tourists to the Dark Sky Party Alqueva in Portugal. Using partial‐least squares structural equation modeling (PLS‐SEM), the results indicate that awe directly affects tourist satisfaction and indirectly affects behavioral intentions when mediated by tourist satisfaction. Theoretical and managerial implications are presented. [ABSTRACT FROM AUTHOR]

International human mobility has been the driving force of economic growth and policy decisions for the tourism industry. However, the COVID-19 pandemic necessitated policy changes that explicitly limited mobility. Our research sought to examine whether closing borders to international tourists was related to the reduction in the number of COVID-19 fatalities, and the impact of country-level culturally accepted norms towards leadership in the implementation of these policy. This study builds on the call for further research on how tourism destinations plan for and respond to global crises and disasters. We used data from the World Bank and the GLOBE Project to test the direct effect of international tourist arrivals in 2019 on COVID-19 fatalities in 2020 and the moderating role of self-protective leadership on this relationship. Our findings supported our proposition that closing borders to tourists saved lives but selfprotective leadership is critical. In fact, a key contribution of our study is that attitudes towards leadership play an important role in the effectiveness of policy deployment during times of crisis; in particular, closing the border had a stronger impact in saving lives across countries where self-protective leadership is culturally acceptable and expected. Implications for destination management are also suggested. [ABSTRACT FROM AUTHOR]

While tourist emotions elicited at dark tourism sites are well understood, little is known about residents' experiences at local dark tourism sites. This study explores residents' emotional experiences at dark tourism sites, the cognitive appraisals of their experiences and emotions, and the coping strategies they deploy to address them. In-depth interviews with 37 residents of Christchurch, New Zealand (site of the Canterbury earthquakes), reveal that residents cognitively appraised their experience at local dark tourism sites on important facets such as centrality and controllability. Visits to local dark tourism sites embodied memories of the disaster that elicit more negative (e.g., sadness) than positive emotions (e.g., gratefulness). Residents coped through seeking comfort from others or positive reappraisal of the experience. Furthermore, visits to dark tourism sites are in and of themselves a coping strategy for residents postdisaster. Implications for the development of dark tourism attractions and support for resident well-being are offered. [ABSTRACT FROM AUTHOR]

Purpose: Based on social exchange theory (SET) and signaling theory (ST), this study aims to evaluate how an event's perceived environmental certification (PEC) by residents, affect their evaluations of environmental impacts and subsequent event support (ES). The moderating role of place attachment (PA) on some of these relationships is also evaluated. Design/methodology/approach: Using partial least square structural equation modeling (PLS-SEM), a theoretical model is tested on a sample of 450 residents who attended the 2015 Milan World Expo. Findings: PEC positively affects evaluations of positive environmental impacts (PEI) but negatively affects evaluations of negative environmental impacts (NEI). PEC positively affects ES while the relationship between PEC and NEI is moderated by PA. Research limitations/implications: Items used to measure PEC, PEI and NEI are not exhaustive. SET has its own limitations in explaining residents' ES, which the authors have attempted to attenuate by using ST. Practical implications: Using environmental certification as a communication tool must demonstrate to residents how it reduces negative externalities, rather than focusing only on its positive community benefits. Less well-educated residents had the lowest ES, suggesting the need to use social media to increase ES. Originality/value: This study contributes to understandings of the perceptions of the benefits of event certification by residents, and how this affects their ES. PA moderates the relationship between PEC and NEI. [ABSTRACT FROM AUTHOR]

Despite a plethora of studies examining hosting experiences of Airbnb guests, the wellbeing of hosts has received limited attention. Drawing on both top-down and bottom-up theories of wellbeing, we explore the different ways in which Airbnb enhances or diminishes host wellbeing using a multidimensional lens (material, relational and subjective wellbeing). Data is collected from in-depth interviews with twenty-two Airbnb hosts. We also identify tensions and conflicts in the host-guest relationship using the three interactional hospitality domains of commercial, social and private. Through a deductive process, we find that participating in Airbnb both enhances and diminishes the material, relational and subjective aspects of wellbeing for hosts. Inductively, we find that a lack of territorial boundaries in shared accommodation contribute to conflicts that reduce wellbeing. This exemplifies a tension that exists in the private-commercial domain of network hospitality provision. We provide implications for peer-to-peer accommodation providers on developing the managerial skills of hosts, and helping hosts set realistic expectations around hosting to reduce the conflicts and tensions that arise from the intersectionality of the various Airbnb hospitality domains in such a way that the wellbeing of hosts is enhanced. [ABSTRACT FROM AUTHOR]

Using push-pull and identity-based motivation theory, this study examines the link between the push motives of the LGBT market, their identity, pull activities and travel patterns (location) during COVID-19. With a sample of 473 Australian LGBT travelers, this study identifies four motivation segments (Social Butterflies, Escapists & Safety Seekers, Blurring Binaries and Conformists). These segments differ on their identity (self and social) and travel activity choices, highlighting the heterogeneity within the LGBT market. The findings have implications for designing experiences and their marketing for the different segments of LGBT travelers post COVID-19. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to investigate whether the antecedents of co-creation influence braggart word-of-mouth (WoM) in a participative leisure context, theorising the concept of co-created food well-being and highlighting implications for interactive experience co-design. Design/methodology/approach: A sequential mixed-method approach was used to test a theoretical model; 25 in-depth interviews with cooking class participants were conducted, followed by a post-experience survey (n = 575). Findings: Qualitative results suggest braggart WoM is rooted in active consumer participation in co-designing leisure experiences. The structural model confirms that participation in value co-creating activities (i.e. co-design, customer-to-customer (C2C) interaction), alongside perceived support from service providers, increases consumer perceptions of co-creation and stimulates braggart WoM. Degree of co-creation and support from peers mediate some relationships. Research limitations/implications: Limited by cross-sectional data from one experiential consumption format, the results nevertheless demonstrate the role of active participation in co-design and C2C interactions during value co-creation. This implies that co-created and co-designed leisure experiences can intensify post-consumption behaviours and potentially enhance food well-being. Practical implications: The results highlight that integrating customer participation into service design, while also developing opportunities for peer support on-site, can stimulate braggart WoM. Originality/value: Extends burgeoning literature on co-creation and co-design in leisure services. By encouraging active customer participation while providing support and facilitating C2C interactions, service providers can enhance value co-creation, influencing customer experiences and food well-being. Accordingly, the concept of co-created food well-being is introduced. [ABSTRACT FROM AUTHOR]

Reflections on meanings of life and death are rarely comfortable or linear, and can be triggered by crises and disasters. This study explores the meanings of dark tourism sites for residents, including their visitation motives, and subsequent reflections on death and life. Semi-structured in-depth interviews were conducted with 37 residents of Christchurch in Aotearoa New Zealand, following the Canterbury earthquakes of 2010 and 2011. Our findings suggest that visits to disaster sites that have dark tourism connotations trigger mortality salience, prompting residents to reflect on memories of the disaster, which are often accompanied by deep and meaningful reflections on death and meaning in life, nostalgia for the past, and the significance of the sites themselves. We argue that dark tourism sites provide spaces for residents to assess and address socio-emotional distress caused by disasters. We suggest that interpretations of disaster-related dark tourism sites should memorialise death and disaster, but should also celebrate the lives of survivors. In this way, dark tourism sites can take on a more productive role in facilitating individual and community coping with post-disaster recovery. [ABSTRACT FROM AUTHOR]

This study evaluates the main determinants of wine tourists' intention to revisit the winery cellar door. The proposed tourist behavior model suggests that past wine-related knowledge and behaviors as well as motivation affect satisfaction with the cellar door visit. The model suggests that actual behavior at the cellar door (number of bottles bought and amount of money spent) is dependent on the previously mentioned factors. A survey of wine tourists in the Barossa Valley, Australia, led to 676 useable questionnaires. The results of a binary logistic model show that only monthly household expenditure on wine consumption and the motive of tasting wine predict satisfaction with the cellar door visit. A negative binomial model shows that the probability to buy more bottles at the winery increases if the visitor is from Australia, satisfied with the visit, has tasted wine at the cellar door, is younger, spends more on monthly household consumption of wine, and was primarily visiting to buy wine. However, intention to revisit is predicted only by satisfaction, awareness of the winery before the visit, motives of buying and tasting wine, and some sociodemographic characteristics. Implications for the management of visitor behavior and the cellar door experience are also discussed. [ABSTRACT FROM AUTHOR]

The concept of resilience is complex, and research on what contributes to public sector organizational resilience outcomes and how to effectively model resilient organization is still in its infancy. The purpose of this study is to apply the Employee–Organization Relationship (E-O-R) framework to understand the relationship between employees' skillsets, organizational traits and organizational resilience. Data for this study was obtained from a survey of 312 employees of the Bureau of Land Management (BLM), the largest public land management agency in the US that plays a critical role in serving millions of tourists. The findings indicate that although employees perceived themselves as having skills that are adaptive, they had very low confidence in the organization's ability to adapt, thus perceiving the organization to have low resilience. Findings suggest that organizational traits such as safe/secure working environment, thinking beyond the status quo, including the right people in decisions, and effective long-term planning are perceived by employees as critical for organizational resilience. The findings also suggest that employees' perceived organizational resilience differs by generational cohorts. Theoretical and practical implications in building resilient public land/protected area management organizations are discussed. [ABSTRACT FROM AUTHOR]

There is growing recognition for the potential benefits of utilising Virtual Reality (VR) in destination marketing. Conceptual papers suggested the technology's increased immersion, interactivity, and visualisation would translate well into advancing the avenues of information dissemination to potential consumers. However, empirical research on the effects of VR on consumer behaviour is still limited despite rapidly increasing interest from the tourism industry. The purpose of this study is to explore the influence of VR on destination image and perceived destination choice risk for family tourism. Data was collected from 48 members of 12 families who experienced VR through the Samsung Gear VR headset. They were then interviewed as whole-family groups. The findings suggest that VR positively influenced both destination image and reduced perceived destination choice risk, with stronger cognitive and affective components of destination image attributed to the immersive experiences. Participants elicited both cognitive and affective components of destination image used in post-visit studies just from the virtual experience pre-visit. Managerial implications include recommendations for VR content tailored to families instead of generic VR experiences as part of DMOs targeting strategies for this segment. [ABSTRACT FROM AUTHOR]

This study adopts PERMA as the theoretical lens to analyze the influence of neophobia (reluctance to try new food) and enduring involvement on travelers' perceptions of the contribution of authentic food experiences to their well‐being. Based on a survey of international visitors to Iran, the results show that authentic food experiences are strongly associated with positive emotions and meaningfulness of a trip. Higher food involvement and lower neophobia are associated with stronger perceptions that authentic food experiences contribute to well‐being. Furthermore, this study demonstrates the applicability of the PERMA model for understanding multiple dimensions of well‐being emanating from tourism experiences. [ABSTRACT FROM AUTHOR]

Purpose: This study evaluates consumption displacement, the shift in consumption that occurs when consumers experience a change in the availability of goods, services and amenities to which they are accustomed as the result of an external event, and which is characterised by the points in space and time where consumption occurs and by the movements to, from, and between those points, that is occurring as a result of the effects of COVID-19 on the services sector in the Canterbury region of New Zealand. Design/methodology/approach: Based on consumer spending data, the authors identify patterns of consumption displacement for the hospitality and retail sectors as defined by ANZSIC. We answer where, when, how, what and why consumption displacement happens. Findings: The findings provide evidence of spatial and temporal displacement of consumption based on consumer spending patterns. Evidence of increased spending in some consumption categories confirms stockpiling behaviours. The hospitality sector experiences a sharp decline in consumer spending over lockdown. Originality/value: Given the lack of studies analysing the impacts of crises and disasters on the services sector and consumption displacement, this study provides evidence of different forms of consumption displacement related to COVID-19. [ABSTRACT FROM AUTHOR]

Brand characters are ubiquitous in marketing. Previous studies establish their relevance in advertising. Surprisingly, little research exists on how to build and sustain brand characters. Adopting a case-study approach, this paper explores the brand management strategies of Sanrio's iconic character Hello Kitty, a cat epitomising cuteness and innocence. Findings indicate that eight tactics help to build and sustain the Hello Kitty brand: keep it simple, character licensing, third-party collaboration, capitalising on nostalgia, product-line extensions, brand extensions, sustaining consumer interests, and harnessing technology. The paper also identifies some challenges facing Hello Kitty. [ABSTRACT FROM PUBLISHER]

The S-O-R framework (Stimulus-Organism-Response) is used to examine the influence of telepresence in virtual reality (VR) on service perceptions, positive emotions and post-consumption behaviors. Potential customers to a heritage bed and breakfast (B&B) hotel in Christchurch, New Zealand, experienced one of the guest rooms in VR. The telepresence dimension of spatial situation had a positive relationship with both service atmospherics and service quality. Positive emotions after the VR experience had a positive effect on overall attitude towards the hotel. Positive surprise had a significant relationship with intention to book the B&B hotel. The telepresence dimension of suspension of disbelief had a negative relationship with positive emotions. Implications for using VR as a marketing tool for B&Bs and hotels are offered. [ABSTRACT FROM AUTHOR]

While several studies segment the motives of travellers, the relationship between these segments, and the travellers' price perceptions, their willingness to pay (WTP), and price sensitivity remains scantly researched. Applying a neural gas algorithm to segment the travel motives of 714 visitors to Langenfeld, Austria, reveals the existence of three motivation clusters that are different in terms of the minimum, maximum and fair prices that travellers are willing to pay. Also, based on four self-assembled holiday packages offered as part of a collaborative destination marketing effort by different providers in Langenfeld, we demonstrate that visitors are willing to pay different prices for the selected packages and this has an influence on profitability of the destination. Implications for destination marketing and pricing strategies are offered. [ABSTRACT FROM AUTHOR]

Purpose: Using social capital theory, this study aims to investigate internal social capital (ISC) and external social capital (ESC) as determinants of knowledge sharing intention (KSI) and new product development (NPD) in high-end restaurants. Design/methodology/approach: A theoretical model is developed and tested using data collected from 523 respondents (owners/proprietors, partners and managers) from high-end restaurants in Karnataka, India. Partial least square structural equation modeling is used to analyze the data. Findings: The results suggest that ISC has a significant and positive influence on ESC. This highlights the important role of ISC in building ESC. While ISC has a positive relationship with KSI, ESC has no influence on KSI. KSI has a positive effect on NPD. Practical implications: Restaurant managers and owners should invest time and resources in building ISC by nurturing relationships with employees and partners. Encouraging and rewarding collaborative behaviors internally will facilitate the development of external relationships. Results also suggest the existence of an optimum level of knowledge sharing with external partners in restaurants. Originality/value: To the best of the authors' knowledge, this is the first study to examine the relationship between ISC and ESC, and test the effects of both KSI and NPD in high-end restaurants. [ABSTRACT FROM AUTHOR]

As a rapidly evolving global pandemic, COVID-19 provides several opportunities for tourism researchers to study the resilience of the tourism industry from a socioecological system perspective. Pandemics are not new and, similar to other crises and disasters, can have lasting impacts on individuals, businesses, communities, and nations. This article offers ways to explore how COVID-19 could affect different aspects of tourism resilience, adopting a three-level approach (macro, meso, and micro). While recognizing that these three levels are not necessarily mutually exclusive, interactions between them can be a worthy area of research in itself. This article proposes a research agenda on COVID-19 and tourism system resilience and contributes to further understanding of scale of change (temporal and spatial), impacts, and resilience. The article identifies, for example, resilience of destinations, organizations, and tourists as important areas of future research in relation to the pandemic. However, theoretical advancements and managerial implications of such research should not be sacrificed at the expense of the opportunities that the context of COVID-19 presents. It is time for reset not only for the tourism industry but also for tourism researchers. [ABSTRACT FROM AUTHOR]

Purpose: Recognising tourists' increasing desire for authentic destination-specific experiences, the hospitality industry has responded by increasing provision of innovative culinary activities. This study aims to use the concepts of serious leisure and terroir to examine how knowledge, physical environment and service quality influence co-creation within the culinary tourism context. Design/methodology/approach: Following cooking class participation, 575 domestic Iranian tourists were surveyed. These educational classes provide opportunities to learn about local foods alongside peers in an interactive setting. Consistent with the benefits of serious leisure, this consumption context could prove conducive to stimulating co-creation. Findings: Prior knowledge strongly influences tourists' reflective and recreational motives for participation (i.e. the benefits of serious leisure). This shapes how tourists evaluate physical environments and service quality therein; influencing value co-creation and supporting serious leisure as the conceptual lens through which to understand experiential culinary consumption. Research limitations/implications: The proposed conceptual model was tested on domestic tourists following class participation. However, in suggesting that visually-stimulating, tactile premises with the olfactory appeal can encourage co-created experiences, the findings are relevant to service touch-point management more generally. Originality/value: Recognizing the influential role played by the physical and social aspects of experiential consumption, the serious leisure framework improves an extant understanding of value co-creation. [ABSTRACT FROM AUTHOR]

This study evaluates the economic contribution of international freedom campers to New Zealand over the period 1997–2018. Using the International Visitor Survey (IVS) data, we categorise tourism activities undertaken by freedom campers as free, low value and high value and estimate whether over this period the proportion for each category increases or decreases. We also compare the economic value of the activities undertaken by freedom campers with those undertaken by tourists staying in commercial accommodation. The findings show that over the last 21 years, freedom campers have undertaken more free activities compared to those staying in hotels, motels and luxury accommodation. However, their uptake of high expense activities are similar to tourists staying in B&Bs or homestay, and camping/national park. Accordingly, this research note demystifies the perception that freedom campers are cheap tourists with nothing to contribute economically. [ABSTRACT FROM AUTHOR]

From a socio-ecological systems perspective, resilience is dynamic, multi-dimensional and multi-scale. This study provides evidence of the relationship between different types of resilience (psychological, employee and organizational resilience) affecting the recovery of tourism organizations after the Canterbury earthquakes in 2010/2011. A survey of tourism business owners and employees (managers) was undertaken five years after the February 2011 earthquakes. Results show significant and positive relationships between psychological and employee resilience. Further, employee resilience contributes to both life satisfaction of tourism business operators and organizational resilience. Life satisfaction of business owners and managers contributes to organizational resilience. Implications for the well-being of tourism business owners and managers, and ways of strengthening both psychological and organizational resilience are suggested. [ABSTRACT FROM AUTHOR]

This study examines tourists' dining experiences and tests competing models of predictors of satisfaction and behavioral intentions. Specifically, we examine the influence of service quality, quality of environment, food quality, price fairness, authenticity, and tourist satisfaction on behavioral intentions. Within the context of mountain hut casual ethnic restaurants and a survey of 304 respondent tourists, we apply partial least squares-structural equation modeling (PLS-SEM) to test both the baseline and the competing, hierarchical latent model. First, results for the baseline model show that satisfaction fully mediates the relationship between the various quality attributes and behavioral intentions. Second, results from the competing model confirm that food quality, service quality, and quality of environment form a second-order construct of perceived quality. Third, results reveal that service quality, quality of the environment, and food quality are best represented as a second-order construct in modeling predictors to evaluate the tourism dining experiences relative to tourist satisfaction and behavioral intentions. Fourth, we show that authenticity is a stronger predictor of satisfaction than price fairness and service quality. [ABSTRACT FROM AUTHOR]

The resilience of tourism organizations is an important issue for destinations. While studies examine the social capital of firms, researchers have yet to understand the relationship between social capital (structural, relational and cognitive) and organizational resilience as predictors of business performance. This study evaluates these relationships at the interfirm level among tourism organizations in the postdisaster context of Christchurch, New Zealand, where business performance for some tourism operations was severely impacted. Surveys of tourism organizations reveal that structural capital has a positive relationship with both cognitive and relational capital. Only relational capital has an influence on adaptive resilience. Adaptive resilience has a significant influence on business performance. By showing which elements of social capital contribute to adaptive resilience, these findings can be used by tourism organizations in their recovery phase to direct investments in building resilience and strengthening interfirm relationships. [ABSTRACT FROM AUTHOR]

This study assesses a conceptual model that postulates relationships between self-identification with a heritage site, engagement at the site, overall satisfaction and destination loyalty. The study contributes to the limited literature examining visitor engagement and its relationship with several other psychological variables. A survey of visitors in Petra, Jordan resulted in 249 useable questionnaires. The results confirm that self-identification with a heritage tourism site has a positive relationship with both overall satisfaction and visitor engagement. Overall satisfaction has a strong and positive relationship with destination loyalty. Visitor engagement has a positive relationship with destination loyalty. Implications for managing the heritage site and destination are offered. [ABSTRACT FROM AUTHOR]

Segmenting the motivation of travelers using the push and pull framework remains ubiquitous in tourism. This study segments the girlfriend getaway (GGA) market on motivation (push) and accommodation (pull) attributes and identifies relationships between these factors. Using a relatively novel clustering algorithm, the Fuzzy C -Medoids clustering for fuzzy data (FCM-FD), on a sample of 749 women travelers, three segments (Socializers, Enjoyers, and Rejoicers) are uncovered. The results of a multinomial fractional model show relationships between the clusters of motivation and accommodation attributes as well as sociodemographic characteristics. The research highlights the importance of using a gendered perspective in applying well established motivation models such as the push and pull framework. The findings have implications for both destination and accommodation management. [ABSTRACT FROM AUTHOR]

Using the cognition-affect-behavior response system, this study examines the effects of three dimensions of perceived quality (service quality, food quality and restaurant atmospherics) and emotions on overall customer service experience in ethnic restaurants. The study builds on the gap in the literature with respect to the evaluation of perceived quality as a higher-order construct consisting of three dimensions. The baseline and two competing models are proposed and tested on a sample of 665 diners to Brazilian restaurants in the United Kingdom (UK). The findings revealed that all hypothesized relationships were statistically significant, except for the relationship between restaurant atmospherics and negative emotions. Only positive emotions mediated the effect of perceived quality on customer service experience. The findings have significant theoretical and managerial implications for service providers and encouraging diners to experience Brazilian restaurants in the UK. [ABSTRACT FROM AUTHOR]

This paper investigates whether tourism expenditure and exchange rates influence local GDP for the city of Christchurch (New Zealand), following the 2010 and 2011 earthquakes. Domestic and international expenditures are analysed separately using vector auto-regression (VAR) models. We perform Granger causality tests to determine the directionality of the relationships uncovered. Our results show that increased domestic and international visitor spending is followed by a measurable and significant increase in local GDP. Exchange rates have a small but non-significant impact on international tourist spending. Stimulating tourism demand will be an essential element to achieve substantial economic growth in Christchurch. The findings have implications for policy making in terms of promoting economic growth in disaster prone areas. [ABSTRACT FROM AUTHOR]

Purpose This study examines the mediating effects of relationship quality (RQ) on the relationship between six antecedents and loyalty and the moderating effects of gender on these relationships.Design/methodology/approach Data were collected from a convenience sample of 300 respondents as they exited well-known casual dining restaurants in Kuala Lumpur (KL), Malaysia.Findings With the exception of physical environment, food quality, customer orientation, communication, relationship benefits and price fairness were significant predictors of RQ. RQ partially mediates the relationships between its antecedents and loyalty. Multi-group analyses reveal significant differences between males and females on these relationships.Research limitations/implications At the theoretical level, the study contributes to the conceptualization of RQ in tourism and hospitality research. The sample is not representative of all casual dining restaurants in KL, but findings have important implications for restaurant management in terms of relationship marketing, advertising strategies and customer loyalty development.Originality/value The study extends existing models of RQ in the hospitality and tourism literature by confirming that RQ is best modeled as a second-order construct consisting of three first-order dimensions: trust, satisfaction and commitment. The study also demonstrates that RQ mediates the relationship between the antecedents of RQ and loyalty. Finally, this research confirms the moderating effects of gender on the hypothesized relationships. [ABSTRACT FROM AUTHOR]

Using the push and pull framework, this study examines the relationship between tourist activities in New Zealand and behaviours such as tourist spending, travel style (group vs. independent travel) and length of stay. Data from the International Visitor Survey were analysed for a 19-year period (1997-2015). The findings, based on 62,288 respondents, identified 9 typologies of international visitors over this period. For example, type one visitors are primarily pulled by the nature-based activities offered in New Zealand while type two is pulled by adventure activities. Some of the typologies have activities that overlap reflecting the needs of international visitors. Significant relationships were found between the nine typologies, tourist spending, travel style and length of stay. Implications for destination marketing purposes are highlighted. [ABSTRACT FROM AUTHOR]

Using social facilitation theory, this study evaluates the mediating effects of service interactions with hotel employees on the relationship between tourist motivation and place attachment. The moderating effects of nationality and hotel star-rating on these relationships are also examined. The overall model tested on a sample of 545 international visitors to the island of Mauritius showed that service interactions mediated the relationship between tourist motivation and place attachment. Partial least squares-structural equation modeling (PLS-SEM) multi-group analysis found that the relationships among the constructs differed according to tourists' nationality and the hotels' star rating. The findings have important implications for hotel managers and destination marketing and management. [ABSTRACT FROM AUTHOR]

This review paper has the aim of systematically analysing studies published in five hospitality journals over the period 2000 to 2016. The review was organized around four broad themes (conceptual developments, measurement of consumer satisfaction, methods used to research consumer satisfaction, and antecedents and outcomes of consumer satisfaction). The findings show that more than half (110 studies) of studies published across all five journals do not provide a specific definition of consumer satisfaction. Research on this topic is biased toward quantitative methods at the expense of qualitative and mixed methods in all five journals. Researchers have investigated various determinants of customer satisfaction such as equity and fairness perceptions, emotions, corporate social responsibility, and employee satisfaction. The positive consequences of satisfaction on loyalty, behavioural intentions and switching costs are well established. However, several gaps in the current literature are evident and these are highlighted in this review. [ABSTRACT FROM AUTHOR]