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This study aims to examine how consumers’ propensity to purchase imported wines is influenced by their attitudes and perceptions toward the countries of origin (COO) of those wines.

The questionnaires were distributed online and 298 valid completed questionnaires were received. This study measured the perception of the wines’ countries of origin by adopting two independent dimensions of competence and warmth in the stereotype content model.

The results show a relationship between the purchase intention and the perception of the country of origin of the wine. Furthermore, the perceived image of the country of origin impacts the brand image of the wine and the quality of wine from its country of origin.

This study’s questionnaire was distributed online. Future research would benefit from in-depth qualitative investigation and a wider range of sample sizes across countries.

The results of this study guide imported wine companies in product marketing design and advertising. By promoting the countries of origin of premium wines to target consumers, trust in the quality of imported wine can be improved, thereby increasing consumers’ purchase intention.

This study contributes to the understanding of consumer perception of the country of origin in the context of wine marketing. It provides valuable implications for wine companies’ marketing positioning and strategy, benefiting wine marketers, distributors and importers.

This study aims to examine how employees’ perceptions of customer-related and employee-related corporate social responsibility (CSR) initiatives influence their job satisfaction. Further, the study investigates whether employees’ organizational commitment mediates this proposed relationship and, more importantly, tests how such mediated relationships change according to the level of employees’ perceptions of their company’s sincerity in investing in CSR activities.

This study used an online survey to collect data and collected a total of 490 responses for the main analysis. A regression analysis and standard path-analytic approaches described by Hayes (2013) were conducted to test the proposed hypotheses.

Findings support the main effect of customer- and employee-related CSR on employees’ job satisfaction mediated by employees’ organizational commitment, as well as the moderating effect of the perceived sincerity of customer-related CSR but not employee-related CSR.

The current study focuses on comparing two types of CSR initiatives, i.e. employee- and customer-related, because these two groups are any company’s core stakeholders with the closest relationship to its operations, and they represent the internal and external stakeholders, respectively. Further, the current study investigates the moderating effect of employees’ perceptions of the sincerity of their company’s CSR initiatives on the relationship between the two types of CSR initiatives and employees’ job commitment.

The purpose of this study is to investigate the interactive effect of timing and framing of hotel’s upselling message on consumer attitudes toward the message. The mediating role of reactance between the timing of upselling message and consumer attitudes is also explored.

A 2 (timing: immediately after the booking vs one week prior to arrival) by 2 (framing: concrete vs abstract) experimental design was used. A total of 250 Chinese consumers were recruited and were randomly exposed to a hotel online upselling scenario. The consumer attitudes and reactance were measured.

When the framing of upselling message involves specific room attributes, consumers show more favorable attitudes when receiving the promotion one week prior to arrival (vs immediately after the booking). However, when the framing of upselling message involves price, consumer attitudes do not differ across the time of receiving the promotion. Reactance mediates the effect of message timing on consumer attitudes when the message framing involves specific room attributes.

This research suggests that hotel managers should offer concrete message framing that includes specific room attributes at the time proximal to consumers’ arrival to increase acceptance of online room upselling. In addition, it is important for hotel managers to take consumers’ reactance into consideration when developing an online upselling strategy.

Research on online hotel room upselling is scant. This study adds to the upselling literature by examining the joint influence of timing and framing of upselling promotions on consumer attitudes toward such messages. Furthermore, this study extends our understanding of the role of reactance in the online upselling process.

Many hospitality organizations see the benefits of engaging in corporate social responsibility (CSR), which can take many forms. This study aims to examine one relatively unique form of CSR: hiring individuals experiencing houselessness. This research aimed to investigate the impact of hiring individuals experiencing houselessness on customers’ behavioral intentions, attitudes toward an organization and perceptions of CSR actions.

Across two experiments, this study investigated the impact of employing individuals experiencing houselessness on customers’ perceptions of the employee and organization using organizational legitimacy theory.

Results demonstrate that employees known to be houseless elicited more positive employee and organizational perceptions from the customers, mediated by CSR perceptions. In addition, the gender of the employees or the quality of the organization did not impact these findings.

Hospitality and tourism organizations should consider using available resources or tax benefits to make a deliberate effort to employ those experiencing houselessness.

Using organizational legitimacy theory, this study examines CSR perceptions as a potential explanatory mechanism between houselessness and customers’ reactions.

This study aims to develop a theoretical framework that specifies how corporate social responsibility (CSR) and ethical climate (ETHIC) affect pride in membership (PRIDE), and in turn, attitudinal responses (i.e. job satisfaction and turnover intention) among employees, solely focusing on dealers in the casino industry. In addition, the moderating role of customer orientation is examined for internally motivated enjoyment (ENJOY) and externally motivated needs (NEED).

This study uses a non-probability convenience-sampling method by distributing 400 individual questionnaires to respondents. A total of 358 responses are used for data analysis using exploratory and confirmatory factor analyses. Furthermore, this study tests the proposed hypotheses using structural equation modeling.

This study finds the effect of CSR on ETHIC and the effect of ETHIC on PRIDE along with the subsequent effect on attitudinal responses. Findings also reveal a significant moderating role of ENJOY (NEED) on the relationship between ETHIC (CSR) and PRIDE (PRIDE).

This study provides meaningful contributions to extant casino CSR literature, as well as opportunities for future research. The topic may be further explored from cross-cultural perspectives and adapt a methodology to enhance the generalizability and applicability of the findings.

This study attempts to explore the CSR effectiveness on casino dealers, in whom past empirical examination has found little interest. Moreover, according to the multi-experience model, this study investigates the relationships among CSR, ethical climate and pride in membership that have been rarely verified in the past literature. Finally, this study reveals a significant moderating role of ENJOY and NEED that has not been explored, particularly among casino dealers.

This study aims to identify the decision-making process involved in the purchase of organic wine from consumer values to attitudes to behavioural intention towards organic wine via the value–attitude–behaviour (VAB) model. Involvement in wine is also taken into consideration.

The data were collected using a snowball sampling method and a closed-ended questionnaire. A total of 209 responses were analysed. Linear regression and PROCESS Macro on SPSS were used to perform data analysis.

Both biospheric-altruistic values and egoistic values are positively associated with attitudes towards organic wine. Attitude is found to mediate the relationship between biospheric-altruistic/egoistic values and behavioural intention. Egoistic values are found to significantly predict behavioural intention in the organic wine purchase context. Involvement was found to moderate the relationship between egoistic values and attitudinal loyalty.

This study identifies the decision-making hierarchy from consumer values to attitudes to behavioural intention, theoretically confirming the robustness of the VAB model in the organic wine consumption context. It also makes a practical contribution by indicating the marketing emphasis of organic wine and segmenting potential consumers according to their values and levels of wine involvement.

The COVID-19 pandemic has tremendously affected the hospitality industry. With the experiences of severe acute respiratory syndrome in 2003 and commitments to ensure guests’ health and safety, many hotels in Asia have actively engaged in updating and implementing new service standards and measures. This study aims to investigate hotels’ service standard changes, processes of management decisions and preparations for the future.

Using grounded theory methodology, this research interviews 24 hotel managers from mainland China and Hong Kong. It examines the differences among hotels with different operation types, classifications and locations, and analyzes the service standards in physical and social services cape.

Building on the service marketing and crisis management literature, this research provides a synthesis that reflects how hotels have coped with the COVID-19 crisis. It depicts the service standard update process during the COVID-19.

In line with the literature in disaster management, hotels experienced the outbreak, response and recovery phases of the crisis management procedure. However, given the severity and scope of the COVID-19 pandemic, undertaking particular processes is necessary at every procedure such as following local guidelines and updating local standard operating procedures (LSOPs). This research also expands the literature on the process of adopting new technology in hotels during crisis management.

The paper suggests that hotel managers should update and use well-thought-out standards on the bases of available scientific evidence. For example, hotels should use LSOPs according to the local situations. Hotels are also suggested to exert additional efforts and attention in service innovation, guest experience and enhancing hospitableness.

To the best of the authors’ knowledge, this paper is one of the first efforts to investigate the impact of COVID-19 on hotel operations. It offers empirical evidence from hotel operators who worked against the crisis during the pandemic and provides valuable theoretical contribution to the hospitality service literature as well as managerial implications for hotel operators globally.

This study aims to fill this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL). The quality measurements for online food delivery have not been well recognized and even little is known after the COVID-19 outbreak. This study fills this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL).

Owing to the explorative nature and the lack of developed quality theory under the unprecedented COVID-19 pandemic, DEQUAL is conceptualized as a formative construct. This study adopts a mixed-method approach including expert interviews and online surveys to ascertain the underlying structure of DEQUAL.

Using partial least squares structural equation modeling as the analytical method, the results support that DEQUAL is a formative construct with 32 indicators. This study provides a measurement index with robust psychometric properties to assist practitioners in evaluating DEQUAL.

This study contributes a theoretical and empirical-based conceptualization of DEQUAL as a multi-dimensional construct. Supplementing the past studies which commonly applied the reflective approach, this study evinces that the formative approach is also appropriate and thence furnishes the relevance of the formative index in the service management theories.

Practitioners are suggested to apply the validated indicators for service audit and customer relationship management. By systematically monitoring and measuring the online food delivery service quality, restaurants can improve customer satisfaction and loyalty.

This study offers various insights to the service quality literature in the food delivery service context.

In China, rural-to-urban migrant workers who are from the same place of origin tend to concentrate in the same workplace. If the concentration is sufficiently dense, it means that these migrant workers build up a social network which could be defined as native place enclave (NPE). In this paper, the authors discussed whether there are behavioral differences between enclave workers and non-enclave workers when they have conflicts with their employers.

The authors put two questions to empirical tests. First, do enclave workers experience less sense of deprivation than non-enclave workers? Second, compared to non-enclave workers, are enclave workers more willing to participate in collective action against their employers? Using data from a survey of migrant workers in Pearl River Delta and Yangzi River Delta in 2010, the authors made a comparison between enclave workers and non-enclave workers with respect to sense of deprivation and willingness-to-participate by using a propensity score matching method.

The authors found that the relationship between NPE and sense of deprivation was negative, so was the relationship between NPE and willingness-to-participate. Meanwhile, the two relationships were stronger than what had been found after the propensity score matching method was used.

The results implied that employers can reduce labor conflicts by using NPE to mitigate migrant workers’ sense of deprivation and by lowering the risk of their collective actions. In this way, NPE may contribute to the upkeep of workplace order and even social order.

There have been hot debates on how NPE would affect migrant workers’ collective action. Resource mobilization theory pointed out that NPE was positively related to workers’ collective action while production politics theory held an opposite view. Our findings provided empirical evidences for the debates.

Studying the effect of social media advertising on consumer engagement, this study analyzes the impact of shared-experience versus personal message strategies, informational versus transformational creative appeals and low-involvement products versus high-involvement products. It aims to determine how best to combine ad elements to affect consumer engagement on different levels.

Using an online survey among 448 Facebook users, an experimental factorial design of 2 (message strategy conditions) X 2 (creative appeal conditions) X 2 (product types: TV vs. frozen pizza) was used. Each advertisement was evaluated on three facets of engagement: cognitive, psychological and behavioral.

Results indicate that informational appeal is preferable for all conditions. The effectiveness of message strategy differs by product type, and interactions between message and appeal are significant only for the high-involvement product. Additionally, it indicates that message strategy is most significant in affecting behavioral engagement and not necessarily cognitive or psychological engagement.

To develop effective Facebook ads, practitioners should use a personal/informational combination when working with high-involvement products and a shared-experience/informational combination when working with low-involvement products.

An original grid for integrating message strategy and creative appeal is constructed in this paper. Besides behavioral engagement, it also evaluates cognitive and psychological engagement. By comparing products with a high and low involvement level, it provides marketers with actionable recommendations to increase social media campaign effectiveness.