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Building on a three-dimensional cultural competence model and treating customer–employee exchange as a vital form of social exchange, this study examines how different dimensions of cultural competence of service providers and their social investment impact event attendees' perceived destination experience and behavioral intentions in cross-cultural service encounters. Using data collected during a major sports event in Australia, the study found that cultural awareness and skills significantly influenced event attendees' perceived social investment and destination experience, while the role of cultural knowledge was not significant. Employees' cultural awareness and cultural skills had a stronger influence on perceived social investment among international tourists than they did on domestic tourists, but social investment had a stronger influence on domestic tourists' destination experience and revisit intention than it did on that of international tourists. The study contributes to an enhanced understanding of how cultural competence can shape customers’ destination experience. In addition, it introduced a cultural perspective to the social exchange process, contributing to the broadening and deepening of social exchange theory.

The study examines the relationships between passengers’ mindfulness, airline service quality, customer relationship quality and loyalty with the airlines of their choice. Service quality was model...

Although artificial intelligence (AI) has been adopted in sharing economy platforms, few studies have investigated this phenomenon in this context. Consequently, there is no thorough overview of how AI has been used in the sharing economy. To address this research gap, a systematic literature review was performed for this paper. This method can be useful for the exploration of new and emerging trends within disciplines and allows boundaries to be mapped on what is known thereby identifying gaps on what is yet to be known. After screening, 28 English journal articles were selected in a qualitative synthesis. Results show AI can help the sharing economy platforms by enhancing trust, matching assets, and understanding participants’ preferences and attitudes. Based on these findings, potential directions are established. The current study will contribute to both the sharing economy and AI literature, and the results may help practitioners and academia to achieve a greater understanding of this topic.

Industry convergence has taken place in many different fields, making it a hot research topic. There are studies on industry convergence in the manufacturing industry, the food and pharmaceutical industries, and between manufacturing and services industries. The hospitality industry provides lodging and catering services, which provides a great platform to integrate multiple industries in order to enhance customer experience. However, there has been little focus on industry convergence in the hospitality or hotel industries. Therefore, a better understanding of service convergence innovation from both a systematic and a holistic perspective are needed. The result showed that in order to form effective mechanisms for coordination and integration of service, it was necessary to use systematic digital information technology, which could transfer practical experience into a standardized demonstrable learning database system. The implication of this study is that the illustrations on the factors as well as contexts to foster service convergence practices could facilitate managerial endeavors by hospitality business professionals. Appropriate incentive mechanisms which leverage as well as motivate partnership endeavors should be the core aligning individuals and organization goal instead of imposing regulative order.

Despite the growing popularity of organizational citizenship behavior (OCB) in hospitality, no significant studies have examined OCB through the lens of the theory of planned behavior (TPB). To address this gap, the present study aimed to examine whether norms (hotels' customer orientation) and perceived behavioral control (empowerment practices) can influence hotel employees' OCB toward internal and external customers, and whether culture can moderate the proposed relationships. A quantitative cross-cultural research design was supported with data collected from hotel employees in Australia and the U.S. The results showed that customer orientation (norm) was a universal predictor for all three types of OCBs while empowerment (perceived behavioral control) was only a significant predictor for employees' OCB toward customers. Culture moderated these relationships. The study extended the application of the TPB framework in understanding and predicting employees’ behaviors, opening up more opportunities for the application of the TPB to hospitality.

This empirical research into tourists' motivation for visiting wineries aims to understand the role of cultural value in China's domestic wine tourism. The study focuses on the motivations of tourists from the perspective of culture-related wine value and the process of consumers' psychological recognition by utilizing three-level identity theory. Xiao zi, a Chinese lifestyle, is central to this investigation. A process of semi-structured interviews was utilized. The study has identified the dimensionality of xiao zi and revealed it to be a manifestation of the individualism currently burgeoning in contemporary China which historically has been known for its collectivist nature. The findings also suggest that xiao zi does have an impact on wine tourists' cellar door visitation motivation, and it has presence in three identity levels, relating to personal, interpersonal and group-level appraisals. This article offers a richer and more comprehensive understanding of xiao zi in relation to tourism.

Despite the abundance in methodologies for tourism demand modeling, most methods examine demand growth levels rather than growth patterns. The latter, however, can be of great value for destination management to minimize business risks and for authorities to prescribe effective policies. Meanwhile, describing demand growth as a simplex S-shaped life-cycle curve may oversimplify the heterogeneity in visitor flows. There is thus a need for methods that can identify market segments based on demand growth patterns to enable smart destination management strategies and provide theoretical insights. This article introduces a longitudinal profile analysis via multidimensional scaling (LPAMS) as an effective and easy to implement data-driven segmentation tool. This practitioner-friendly quantitative analytic tool is justified in the theoretical background of embracing complexity in business research, data disaggregation, and modeling interdependence in tourism forecasting. The conceptual and procedural details of LPAMS are explained at a level that is comfortably understood by researchers and practitioners, together with methodological comparisons with conventional methods. A demonstration of LPAMS is presented to identify five typical annual arrivals’ growth patterns of Australia’s 43 main inbound markets over 1991-2016. This study contributes to the methodologies for longitudinal tourism demand analysis and market segmentation techniques.

This study examines critical factors for the success of Chinese fine-dining restaurants overseas. Using visualized analysis method of customers’ comments, the study found that high-quality ...

Tourists’ well-being is significant in tourism marketing as it influences behavioural intentions. Using the top-down and bottom-up theories of well-being, this study examined how travellers’ goals, memorable tourism experiences and traveller well-being influences behavioural intentions. Goals and well-being were operationalized into hedonic and eudaimonic dimensions. Data was collected from 430 recent travellers to investigate the relationship between goals, memorable tourism experiences, well-being and behavioural intentions. The results showed that goals were significantly related to hedonic and eudaimonic well-being and that memorable tourism experiences mediated this relationship. The findings also showed that hedonic well-being has a significant effect on revisit intention and positive word-of-mouth, whilst eudaimonic well-being did not have a significant effect on behavioural intentions. This research makes theoretical contributions to the literature on destination loyalty and enriches the positive psychology literature. Discussion of the study findings and implications for academics and practitioners conclude the paper.

The aim of this study was to explore whether Taiwanese hospitality workers’ gender moderates the relationship between perceived ethnic diversity levels within their workplace and work-related outcomes at an individual employee level. Data were collected from 371 employees across 26 hotels in Taiwan. The results supported mediation effects of job satisfaction and affective commitment on the relationship between perceived ethnic diversity and employees’ turnover intention. Gender moderated the relationships between perceived diversity and job satisfaction, affective commitment and the relationships between job satisfaction and turnover intention. This study highlights the importance of ethnic diversity impacts on employee work outcomes within Asian hospitality organizations, specifically in Taiwan.

Place attachment is significant in tourism marketing as it influences revisit intentions and destination loyalty. Drawing upon the Place Attachment theory, this study examines how memorable tourism experiences and well-being influences destination attachment in tourism. Well-being is operationalized as hedonic and eudaimonic well-being. Data was collected from 430 recent travellers to investigate the relationship between memorable tourism experiences, hedonic and eudaimonic well-being, and place attachment. The frequency of visits was included in the investigation as a moderating variable. The results show that memorable tourism experiences significantly influences place attachment, and that hedonic and eudaimonic well-being fully mediates this relationship. The frequency of visits do not influence these relationships. Tourists develop an attachment to a destination when their experience is memorable, satisfying and enhances their purpose and meaning in life. This study contributes to the literature on destination attachment and positive psychology. Discussion of the study findings and implications for academics and practitioners conclude the paper.

Wine tourism in China is an emerging market. This study addresses two research questions: the product offering and the tourist experience in this market. Findings of an exploratory study using netn...

Destination attractiveness is an important stream of literature. Australia has been recognized as one of the world’s most attractive destinations. This study looked into international students’ perceptions of Australia as an attractive international tourism destination as well as their travel intention. A sample of 252 Chinese and Indian international students participated in the study. Students’ perceived destination attractiveness and how it influenced their travel intention, pleasure of travel and place attachment were investigated. The study also looked into perception differences between Chinese and Indian students using t-test and hierarchical regressions.

Purpose The purpose of this paper was to explore whether organisational diversity is associated with minority employee attitudes (i.e. job satisfaction and organisational commitment) in Taiwan and to illustrate if macro-structural inquiry is applicable in the Asian context. Design/methodology/approach This paper utilised a quantitative methodology which consisted of a self-administered survey developed using relevant information from the existing literature. A total of 305 valid surveys were received from the 22 participating Taiwanese hotels and the target population was composed of hotel employees from all departments within the hotels. Descriptive data analysis using SPSS were performed to analyse the data. Findings The findings illustrate that ethnic diversity levels in hotels predict more of the variation in employee attitudes than the remaining types of organisational diversity. In organisations with high and medium levels of organisational diversity, indigenous employees reported significantly higher levels of job satisfaction than did non-indigenous employees; female employees ranked organisational commitment significantly higher than male employees. Research limitations/implications The paper is limited in its findings and explanations to a group of employees in Taiwanese context, and the research findings may not be applicable to all Asian countries. However, this paper displays considerable evidence of the positive impacts in a North-East Asian setting of organisational diversity suggested by literature derived from a Western context. Additionally, the current research did not investigate the impact of diversity policies on employee attitudes. The future research could examine whether equal opportunity and affirmative action are achievable in attracting or retaining ethnic and other minority employees. Practical implications One implication is that organisations should have human resource management policies and training programs (e.g. conflict resolution, problem-solving and team capacity building) that recognise natural differences in groups to capture the positive consequences of heterogeneity. In other words, conflict among diverse employees in the organisation should be managed to enhance the positive effect of diversity on performance. Originality value The results of the research provide evidence for managing diversity by increasing levels of heterogeneity in the workforce. This paper also argues that organisations need to incorporate equal opportunity requirements, training and education programs into policy and strategic initiatives. This paper displays considerable evidence of the positive impacts in a North-East Asian setting of organisational diversity suggested by literature derived from a Western context.

This study investigates employees’ perceptions of hygiene and motivation factors in Taiwanese hotels. Using a comparative importance–performance analysis approach, the study also examines the differences between the perceptions of employees in low- and high-diversity organizations. The results reveal that employees in hotels with a high level of organizational diversity reported higher levels of employee job satisfaction than did employees in hotels with low levels. The authors discuss the theoretical and empirical implications of their findings.

Travel motivation is prevalent in the tourism literature. Very few studies however have examined travel deterrents to visiting popular destinations. This study approaches from travel motivation understand why tourists do not visit regional destinations and from tourists’ background to identify who do not visit these destinations with a focus on well-known regional destinations in Australia. The results show that convenience to the destinations, timing, motivation and tourist attractions are the major deterrents, and the level of these deterrents is dependent upon some of the demographic background of tourists. The findings and implications conclude this paper.

China’s first Tourism Law came into force on October 1, 2013 with the purpose of regulating malpractices in the tourism industry, in particular coercive shopping, low price, and poor quality tours. It is still not clear how it has impacted on travelers and the relevant stakeholders, such as destinations and travel agencies. As an exploratory study, the authors have identified and analyzed the possible outcomes of the Tourism Law’s impacts on various stakeholders and pointed directions for future research on this topic.

While the impact of organizational diversity on employee work outcomes has received significant research attention, there is a dearth of literature in hospitality settings, particularly in Eastern cultures. Integrating the Social Identity Theory and diversity literature, this study, using data collected from 22 hotels in Taiwan, examined the relationship of perceived organizational diversity with Job Performance (JP), Organizational Citizenship Behaviors (OCB) and Turnover Intention. The results indicated that the level of diversity perceived by hotel employees, significantly influenced employee JP and OCB. Ethnicity status also moderated the relationship between the perception of diversity levels and employee turnover intention. Specifically, a negative relationship between perceived diversity and turnover intention was observed among indigenous employees while a positive relationship was observed among non-indigenous employees.

This study investigated the issue of work-family conflict (WFC) among university foodservice managers. Multiple regression results showed that Role Conflict and Role Ambiguity were two significant antecedents of WFC. In addition, working on weekends also led to increased levels of WFC. The main finding of the study is that WFC is a significant antecedent of university foodservice managers' intention to leave, indicating that WFC is an important factor that explains the high turnover rate of hospitality employees.

This paper examines the current state of research on well-being from tourism from the lens of positive psychology. A systematic review of 82 peer-reviewed articles published in English-language tourism journals indicate that tourist well-being is predominantly examined as a consequence of travel, rather than linked to tourism marketing and management. This study presents a conceptual framework of the antecedents, episodes and consequences of tourist well-being. Practically, results suggest strategies on how well-being can be used to generate better outcomes for tourism marketers and managers. By mapping what is known in the intersection between positive psychology and tourist well-being, this study identifies existing gaps and opportunities for future research in this area.

This article explores differences in perceptions of organisational attractiveness (e.g., job, company and diversity attributes) between Taiwanese indigenous and non-indigenous employees. A mixed method study, framed by social identity theory, was conducted utilising semi-structured interviews and a survey of 305 employees from 22 hotels in Taiwan. Overall, the results indicated that although organisational diversity is important to hotel staff, especially for indigenous employees, this feature was the least well performing organisational attribute across the three types of hotels. Furthermore, hotels with low levels of ethnic diversity did not meet the expectations of employees about some elements of desired organisational diversity attributes (e.g., ethnic composition of the workforce). The results suggest there is a need for managers to better understand employee attitudes about organisational diversity. If organisational diversity is effectively managed, employers may be better placed to implement equal opportunity, affirmative action policies and diversity management strategies that attract and retain employees from both indigenous and non-indigenous backgrounds.