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Purpose This study aims to compare the effect of barista type (human vs robot) on perceived safety and examine the role of two moderators (mask-wearing and coronavirus vaccination) on the effects of barista type on perceived safety and visit intention. Design/methodology/approach The research design consists of three studies. Three experiments were sequentially designed and conducted to address research questions. Findings Study 1 found that perceived safety mediates the effect of barista type on customers’ visit intention. Study 2 revealed that the mask-wearing of human and robot baristas differently influences perceived safety. Study 3 showed that customers, especially where robot baristas are used, perceive the effect of mask-wearing differently depending on their coronavirus vaccination status. Research limitations/implications Given that the levels of restrictions vary worldwide, together with the extent of countries’ vaccination rollouts, caution is required when generalising the research findings. Practical implications The findings have practical implications for the hospitality industry, where the roles of face masks and coronavirus vaccines in shaping consumer psychology and behaviour have been underexplored. Originality/value Coronavirus vaccination is considered one of the most important driving forces for the recovery of hospitality businesses. As a heuristic-systematic model postulated, this study identified that vaccination status (fully vaccinated vs not vaccinated) changes the level of involvement when customers assess the level of risk in service environments. By pinpointing the function of service robots in safeguarding customers from the potential spread of the disease, this study broadens the scope of human–robot interaction research in hospitality.

Purpose This study aims to investigate the theoretical relationships between job stressors, psychological stress and coping strategies in the context of the global travel and tourism crisis faced by the airline industry. Design/methodology/approach An online cross-sectional survey was designed to obtain empirical data from airline employees in South Korea and Hong Kong. A total of 366 airline employees participated in the survey through convenience sampling method. Findings The structural equation modeling findings indicated that work schedule and demand; job insecurity and financial concerns; and role conflict played a significant role in creating psychological stress, which, in turn, determined emotion-oriented coping. The influence of the identified job stressors on psychological stress was significantly different between South Korean and Hong Kong airline employees. Practical implications The study demonstrates ways in which airline employees react to stressful work circumstances to avoid loss of resources. Furthermore, it highlights the role that psychological stress plays in influencing airline employees to direct attention to emotion-oriented coping mechanisms. Originality/value In view of the immense impact of the COVID-19 pandemic on the global airline industry, this study expands the role of job stressors in a peculiar and unprecedented work environment in the airline industry and accentuates the varying effects job stress may have on coping strategies from the perspective of airline employees in an Asian culture.

Purpose This study aims to test a new model by examining the influence of memorable local food consumption experiences (MLFCEs) on international diners’ affective states, well-being and attitudinal loyalty. Local food tasting destination, local food neophobia and previous local food tasting experience are used as moderating variables. Design/methodology/approach A quantitative data collection method was used to source data from 900 US tourists to European countries (excluding the UK) and Asian countries. The data were quantitatively analyzed to examine the multidimensionality of tourists’ MLFCEs as well as their influence on outcome variables. Findings The findings indicate that MLFCEs significantly explain diners’ attitude toward local food, subjective well-being, intention to recommend and attitudinal loyalty. Also, three variables partially moderate the associations between the proposed constructs. Research limitations/implications Theoretically, the study enhances our understanding of the dimensional nature of tourists’ MLFCEs and how they inform the affective and behavioral states of tourists. Practically, it provides insights for local food businesses and destination marketing organizations concerning the composition of tourists’ MLFCEs and promotion of a tourism destination. Originality/value This study has quantitatively unraveled the dimensionality of tourists’ MLFCEs. It also developed an integrated model to test the predictive effect of MLFCEs on outcome variables and has provided a deeper understanding of the relationships, thereby enriching the literature and aiding the development of relevant theories.

Purpose This study aims to systematically review a total of 513 papers using experimental methods in hospitality and tourism research and then proposed new recommendations to address approaches that have been confusingly adopted or ignored in the current literature. Design/methodology/approach An extensive literature review was conducted. Together with critiques on previous studies, four recommendations were proposed to help carry out future experimental studies using more rigorous and exact approaches. Findings Multiple experimental studies can provide stronger evidence for theoretical arguments. Demonstration of the theoretical underlying mechanism using evidence based on mediation and moderating methods is required. The adoption of complementary methods can mitigate the generic weaknesses of experimental methods. In addition, enhancement of the realism of experiments is required to obtain stronger empirical evidence with internal and external validity. Research limitations/implications This study proposes four constructive recommendations which help researchers to conduct future experimental design studies correctly. Valid and exact research outcomes can help practitioners to carry out new useful marketing strategies. Originality/value After reviewing 513 previous papers that used experimental design in the hospitality and tourism fields, this study proposes four new recommendations to facilitate a better understanding of experimental design. The original and innovative nature of this study will help future investigations to adopt more accurate statistical approaches.

Purpose This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium. Design/methodology/approach Longitudinal analyses using 14,229 journal articles as data source were realized by adopting BibExcel, Gephi and VOSviewer network analysis software packages. Findings This study provides a comprehensive overview of the hospitality and tourism research based on authorship and social network analysis, with patterns of prolific authors compared over four distinct periods. Research limitations/implications The hospitality and tourism academic society is clearly illustrated by tracing academic publication activities across 20 years in the new millennium. In addition, this study provides a guide for scholars to search for multidisciplinary collaboration opportunities. Government agencies and non-governmental organisations can also benefit from this study by identifying appropriate review panel members when making decisions about hospitality- and tourism-related proposals. Originality/value To the best of authors’ knowledge, this study is the first to use bibliometric analysis in assessing research published in leading hospitality and tourism journals across the four breakout periods in the new millennium.

Purpose The purpose of this paper is to investigate the effects of experiences with local food in Ghana on satisfaction, favorability and behavioral intention. Design/methodology/approach Unlike previous studies that have used multiple regression analysis or structural equation modeling, this study adopts impact-range performance analysis (IRPA) and impact asymmetry analysis (IAA). A total of 336 questionnaires were used in the data analyses. Findings Factor analysis generates five domains of experience of consuming local food. Socialization and boasting and experience with various menus and quality of food contribute most to explaining the three dependent variables. Originality/value This study has significant value because it extends the study of local food consumption experience to the understudied area of African food tourism, particularly Ghanaian food and tourists to Ghana.

Purpose This study aims to examine the attribute-benefit-value-intention (ABVI) model of local food consumption as perceived by foreign tourists. The model was designed to test the structural relationships between local food attributes, perceived benefits, consumption value and behavioral intentions. Design/methodology/approach The structural relationships of foreign tourists’ perceptions of local food consumption were conceptualized, and hypotheses were proposed. The main survey was conducted using a large sample of 1,323 tourists in Hong Kong. Findings “Food quality”, “food novelty” and “restaurant quality” significantly affected “emotional” and “epistemic benefit”. “Emotional benefit” had a significant effect on “consumption value” and “behavioral intention”, while “epistemic benefit” only influenced “consumption value”. Practical implications Local food marketers and DMOs need to promote the product features that are relevant to tourists’ benefits. Restaurant marketers need to develop distinctive strategies for tourists from different national backgrounds. Originality/value This study proposed and empirically tested a new model of tourists’ local food consumption, including two benefits, consumption value and behavioral intention.

Purpose This study aims to examine the extent of collaboration and networking between local festival stakeholders by focusing on the differences in how they evaluate themselves and other stakeholders. Design/methodology/approach A questionnaire directed toward different stakeholder groups involving 1,092 respondents was administered at six selected festivals in Ghana, West Africa. Findings In terms of self-evaluated collaboration and networking, the festival organizers considered themselves to have the highest risk, followed by the sponsors and vendors. However, when the stakeholders assessed each other, most agreed that they experienced higher risk when dealing with vendors. To reduce the risks of dealing with vendors, it is recommended that vendors be registered, accredited and allocated selling spaces before festivals begin. Practical implications It is helpful to understand the nature of decision power or different views of collaboration and networking among stakeholders. Further, this study offers insights to understand stakeholders’ motivations to participate in local festivals. Originality/value The combination of collaboration and networking between local festival stakeholders into a conceptual model allows the current findings to offer meaningful theoretical and practical implications.

Purpose This paper aims to gain insight into the preferences of US customers regarding Korean food, and to categorize these customers according to the reasons for their preferences. Design/methodology/approach The study was conducted with a sample of customers in Korean restaurants in the USA. Findings Cluster 1 was a group whose members were attracted to Korean culture; Cluster 2 was a group whose members were passionate about Korean food; Cluster 3 was a group seeking healthy and exotic food; and Cluster 4 was a low-interest group. Each cluster had a different socio-demographic profile, favored a different Korean menu, identified different success factors for Korean restaurants, described different expectations and experiences of Korean restaurants and had different preferences regarding Korean food services. Practical implications Active promotion of Korean food and Korean culture may be appropriate for Cluster 1, while developing a healthy and exotic menu may attract Cluster 3. Maintaining Cluster 2 is deemed important, while a strategic approach is necessary to appeal to Cluster 4. Originality/value This study will contribute theoretically and practically to understanding food globalization, ethnic restaurants and segmentation by preference reasons.

Purpose The purpose of this study is to analyze online hotel reviews produced by customers to identify and compare factors known as satisfiers and dissatisfiers based on Herzberg’s two-factor theory. This approach was applied to compare full-service and limited-service hotels, which can show different levels of customer expectation. Design/methodology/approach A content analysis of 919 satisfaction- and dissatisfaction-indicating reviews of 100 hotels in both full-service and limited-service hotel segments in New York City on Trip Advisor was conducted. Findings Results show that satisfiers and dissatisfiers in full-service hotels were distinct, with the exception of two common service-related factors, namely, “staff and their attitude” and “service”. On the other hand, “staff and their attitude” and four room facilities-related factors, “room cleanliness/dirtiness”, “bed”, “bathroom” and “room size”, were revealed as common satisfiers and dissatisfiers in limited-service hotels. To fulfill customer satisfaction and resolve dissatisfaction in both full-service and limited-service hotels, satisfiers and dissatisfiers should be highlighted according to the hotel class; the most critical factor is “staff and their attitude”. Practical implications Analysis of online hotel reviews provides understanding of customers’ satisfiers and dissatisfiers, and the results are very useful to hotel management. Therefore, hotel operators should monitor electronic word-of-mouth, recognizing and acting upon previous and current customers’ satisfactory and unsatisfactory reactions. Originality/value As technologies such as social media develop, customers are increasingly sharing their satisfactory and unsatisfactory experiences on consumer-generated online review sites. These have become a major source of information not only for customers deciding on a hotel stay but also for hotel managers trying to understand their customers and competitors.

Purpose – The purpose of this study is to understand how to engage customers socially in the full-service restaurant industry. More specifically, based on the existing theoretical background, it was hypothesized that server disclosure induces customer disclosure. By a literature review, it was further hypothesized that server disclosure and customer disclosure influence trust, which in turn positively affects commitment and loyalty. Design/methodology/approach – The proposed hypotheses were empirically tested using data collected from 287 full-service restaurant patrons. Structural equation modeling was conducted to empirically test the proposed theoretical hypotheses and evaluate the proposed conceptual model. Findings – Based on the data analysis results, server disclosure was found to be a key predictor of customer disclosure. In addition, server disclosure and customer disclosure aid in the creation of trust, and can thus help to enhance commitment and loyalty. The theory building process revealed that gender is a significant moderator. Practical implications – First, restaurant managers need to develop a systematic training program which would help restaurant servers attain adequate knowledge of their job. Furthermore, the restaurant servers must know the importance of frankness when providing services; a frank confession is the key to understanding the minds of people. Finally, restaurant managers are required to hire employees with an outgoing and likeable personality because they are more likely to induce customer disclosure. To achieve this, restaurant managers should conduct in-depth interviews or personality tests in the recruiting process, which help clarify an applicant’s personal traits. Originality/value – Social penetration theory was applied to identify the relationship between server disclosure and customer disclosure, as it is first attempted in the hospitality industry. In addition, this study separated mutual disclosure into two subdimensions (e.g. server disclosure and customer disclosure) and investigated the impact of these two subdimensions.

Purpose – This paper aims to, building on the concept of relational benefits, relationship marketing investments, gratitude, satisfaction and favorable reciprocal behaviors, examine the mechanism of cultivating relationships with valued customers at an upscale restaurant. Design/methodology/approach – To capture the traits of the population (upscale restaurant customers who perceive relationship marketing investments by experiencing relational benefits), upscale restaurant customers with membership cards were contacted in the survey. Structural equation modeling was used to test measurement and structural models. Findings – Empirical findings indicated that confidence and social benefits positively contributed to relationship marketing investments, whereas special treatment benefits were not significantly related to relationship marketing investments. In turn, relationship marketing investments positively affected both gratitude and satisfaction; relationship marketing investments were also more associated with gratitude than satisfaction. Gratitude positively evoked favorable reciprocal behaviors; however, satisfaction did not trigger favorable reciprocal behaviors. Originality/value – The integration of relationship marketing investments and gratitude into the conceptual model would allow the current findings to generate rich theoretical and practical implications that the extant hospitality literature has not elucidated.