Purpose: In an increasingly competitive market, tourism managers are aware of the importance of talent management. Because tour guide behavior has an important influence on tourists’ experience in the process of group touring, how to motivate a tour guide’s proactive behavior becomes an...

Purpose: This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational relationship orientation (ORO), employee adaptiveness (EA) and customer expertise (CE), and that influences employee...

Purpose: Drawing on leader-member exchange theory and regulatory focus theory, the purpose of this study is to explore the effects of hotel employees’ regulatory foci on their voice behavior and the moderating role of leader-member exchange. Design/methodology/approach: The questionnaire...

Purpose: The purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating...

Purpose: This study aims to explore the concept of frontline employee’s brand sabotage behaviour (BSB) and the influencing factors of BSB in the hotels and their partner travel agencies from the perspective of perceived justice and establishes a moderating mechanism based on emotional...

Purpose This paper aims to investigate the brand building behavior in the luxury hotel industry from the perspective of frontline employees. In particular, this study addresses the importance and relevance of supportive leadership, brand building behavior and customers’ perceived brand image...

Purpose Social entrepreneurship by hoteliers in “going green” promotes a better future for the environment and arguably also for the human race. However, going green potentially increases costs for both hoteliers and their guests. Environmental education (EE) is possibly a useful vehicle for...