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This study aims to explore the connection between travel content consumption in social networks and social comparison, envy as well as travel intention. It analyzes whether tourists’ travel intention is affected by travel content consumption in social networks, and more importantly, whether social comparison and envy play a mediating role in this process.

Data was collected through intercept in four popular tourist spots in Guangzhou and Zhuhai in South China. A self-administered questionnaire was used. A total of 400 participants were recruited, and 291 valid questionnaires were obtained. Bias-corrected nonparametric percentile bootstrap mediation variable test method was used to test hypotheses.

The study yielded three results. First, travel content consumption in the social networks positively influences travel intention. Second, travel content consumption in social networks indirectly affects travel intention through social comparison and envy. Third, the control variables, such as gender, age, education and income, mainly affect envy.

This study constructs a theoretical framework of stimulus–cognitive appraisal–emotion–behavioral responses. To the best of the authors’ knowledge, it is the first study to reveal that the internal psychological mechanism of travel content consumption affects travel intention. It also discloses that envy of seemingly negative emotions can encourage positive behaviors in certain situations.

This paper aims to explore the physical attractiveness stereotype in service encounters. Specifically, this paper examines how physical attractiveness affects a customer’s response and whether a customer’s social interaction anxiety and the consumption situation moderate this relationship.

Three experiments were used to test hypotheses. Participants were subject to scenarios of varying levels of physical attractiveness (more vs less), social interaction anxiety (high vs low) and consumption situation (private vs public). Customer participation intention and citizenship behavior were measured along scales.

The results indicate that the physical attractiveness of service providers positively affects customer citizenship behavior, and customer participation intention mediates this relationship. However, the effect only exists for a customer with low social interaction anxiety or presents itself under public consumption conditions.

This work paints a more nuanced picture of missing links in the understanding of the influence of service providers’ physical attractiveness. It enriches the physical attractiveness stereotype literature by identifying the mediating role of customer participation intention while bounding the relationship within conditions related to a customer’s social interaction anxiety and the service consumption situation.

Management may alter the performance of service employees by considering the employee’s physical attractiveness and gauging customer social interaction anxiety while keeping in mind the consumption situation.

This study advances physical attractiveness stereotype research by examining its effect on customer participation intention and citizenship behavior in the service industry. Additionally, this study adds customer social interaction anxiety and consumption situation to the existing literature that addresses employee factors affecting customer behavior.

This study aims to evaluate the process of value co-creation within wellness tourism by constructing a structural equation model of customer interactions with the environment, service employees and other customers relating to customer-perceived value and customer engagement.

Questionnaires, including wellness tourists’ customer-environment interaction, customer-service employee interaction, customer-customer interaction, customer-perceived value, customer engagement and demographic background, were developed and distributed at well-known wellness tourism destinations around Guangzhou City, Guangdong Province, China. This study collected 528 valid questionnaires from hot spring resorts, national forest parks, mountain parks and spa wellness facilities located in Guangdong Province, China. Structural equation modeling (SEM) was used to analyze the obtained data.

The results reveal that all three types of interactions, which include the customer-environment interaction (CEI), the customer-service employee interaction (CSI) and the customer-customer interaction (CCI), have positive effects on customer-perceived value (CPV) and that CPV positively affects customer engagement (CE). Based on these findings, recommendations for the management of wellness tourism service enterprises are given.

The causes and effects of CPV in wellness tourism, from the perspective of value co-creation, is a rather unexplored area of study. It contributes not only to knowledge about factors that foster CPV but also to the understanding of connections between CPV and CE.

本研究通过构建顾客与环境、服务员工和其他顾客之间互动对顾客感知价值和顾客契合的结构方程模型, 探究养生旅游中的价值共创过程。

本研究在中国广东省广州市附近知名的养生旅游目的地发放问卷, 问卷内容包括养生旅游者的顾客-环境互动, 顾客-服务员工互动, 顾客-顾客互动, 顾客感知价值, 顾客契合和人口统计学背景。本研究从广东省温泉度假区、国家森林公园、山脉等旅游目的地收集了有效问卷528份, 使用结构方程模型(Structural Equation Modeling, SEM)对所获得的数据进行分析。

本研究数据分析结果显示, 顾客与环境互动、顾客与服务人员互动和顾客与顾客互动三种互动类型均对顾客感知价值有正向影响, 而顾客感知价值正向影响顾客契合。在此基础上, 本文针对养生旅游服务企业提出了管理建议。

本研究从价值共同创造的角度对养生旅游中顾客感知价值的因果关系进行了一项未被探索的研究, 这不仅有助于我们识别并培育影响顾客感知价值的因素, 而且有助于我们理解顾客感知价值与顾客契合之间的联系。

Este estudio evaluó el proceso de la creación conjunta de valor dentro del turismo de bienestar, mediante la construcción de un modelo de ecuación estructural de las interacciones de los clientes con (1) el medio ambiente, (2) los empleados de servicio y (3) otros clientes relacionados con el valor percibido por el cliente y el compromiso del cliente.

Los cuestionarios fueron distribuidos en destinos de turismo de bienestar conocidos cerca de la ciudad de Guangzhou, provincia de Guangdong, China. El contenido del cuestionario incluye: interacción cliente-medio ambiente, interacción cliente-empleado de servicio, interacción cliente-cliente, valor percibido por el clientes, compromiso del clientes y el contexto demográficos. Este estudio recopiló 528 cuestionarios válidos de centros turísticos de aguas termales, parques forestales nacionales, montañas y spas de bienestar localizados en la provincia de Guangdong,China. Se utilizó el modelo de la ecuación estructural (Structural Equation Modeling, SEM) para analizar los datos obtenidos.

Los resultados revelan que los tres tipos de interacciones, que incluyen la interacción cliente-medio ambiente (ICMA), la interacción cliente-empleados de servicio (ICES), y la interacción cliente-cliente (ICC), tienen efectos positivos en el valor percibido por el cliente (VPC), y que el VPC afecta positivamente el compromiso del cliente (CC). Con base en estos resultados, se dan recomendaciones de gestión para las empresas de servicios de turismo de bienestar.

Este es un estudio bastante inexplorado sobre la causa y el efecto del VPC en el turismo de bienestar, desde la perspectiva de la creación conjunta de valor (CCV). Este estudio no solo contribuye al conocimiento sobre los factores que fomentan el VPC, sino también a la comprensión de las conexiones entre el VPC y el CC.

Integrating conservation of resources (COR) and complexity theories, this study aims to develop and assess a research model of the relationship between job dissatisfaction and brand sabotage behavior (BSB) based on the moderating mechanism of psychological resources (i.e. brand-based role identity and relational energy). The interdependence between these influencing factors is analyzed from the perspective of social science holism.

A total of 381 valid questionnaires were collected from frontliners serving in full-service restaurants in Guangzhou, China. Regression analysis was used to test the research hypotheses and combined with fuzzy-set qualitative comparative analysis to identify the complex triggering mechanism of BSB.

Job dissatisfaction is positively related to BSB, brand-based role identity internalization and relational energy weaken this effect, whereas brand-based role identity compliance strengthens it. Qualitative comparative analysis shows that a single condition does not constitute a necessary condition for BSB. The interdependence of job dissatisfaction and employee psychological resources forms multiple asymmetric paths that trigger high and low BSB.

The findings can be used by catering organizations as guidelines for conducting training for brand internalization, formulating strategies to avoid BSB among employees and strengthening brand building.

This study is the first to integrate COR and complexity theories to comprehensively analyze how BSB is formed among dissatisfied employees. The authors advance theory by distinguishing the role of brand psychological resources (i.e. brand-based role identity) and psychological resources obtained from the environment (i.e. relational energy) in stimulating or buffering dissatisfied employees to engage in BSB.

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 role of individual characteristics.

This research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses.

The study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV.

Through carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.

The purpose of this paper is to investigate the relationship between customer interactivity and the value it realizes for employees and customers, that is, employee creativity and customer-perceived economic value, and to test the mediation role of knowledge exchange quality in this relationship.

A cross-sectional empirical study using pairing data collected from the employees and customers of a high-contact service industry is designed to test the research model. Customers and employees in 75 hotels in China are surveyed. Equation model analysis is performed with SPSS and Amos.

Customer interactivity has a positive effect on the employee creativity and customer-perceived economic value, and the quality of knowledge exchange mediates the two processes.

The findings provide suggestions for managers to take action to promote interactions between customers and employees and to encourage them to actively participate in the value creation process. Additionally, enterprises can establish a knowledge integration mechanism to improve the quality of knowledge exchange.

This study explores the value of interaction from the perspective of both sides of the interaction, enriching and expanding the theory of interaction. Few studies simultaneously consider the value of both parties in the interaction process. From a two-way perspective, this study extends the past unilateral angle to a multilateral perspective and clearly explains the mechanism behind continuous interaction. This study finds the key mediator variable – knowledge exchange quality – in how customer–employee interactions achieve value. It theoretically enriches the research on the interaction-value mechanism from the perspective of knowledge management.

A customer of Xtrip (name disguised) booked an airline ticket online but was told that the ticket was invalid while boarding from a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by the local police as a suspected fraud. On his return, the customer demanded a written apology from Xtrip to restore his reputation. What should the company do?

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 important issue. Based on social exchange and cognitive theory, the purpose of this paper is to examine the impact of particular human resource management practices on proactive behavior.

This research takes the tour guide as the research object. The questionnaire survey method was used to obtain data. At last, 351 valid questionnaires were obtained. Finally, the hypotheses of this research are tested using structural equation modeling and percentile (bias-corrected percentile) bootstrapping method.

The results show that human resource management practices positively influenced proactive behavior of tour guides. Moreover, both perceived organizational support and self-efficacy were found to mediate the relationship between human resource management practice and proactive behavior.

This study contributes to the tourism literature by finding that both perceived organizational support and self-efficacy can foster the effect of human resource management practice, resulting in proactive behavior of tour guides.

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 creativity (EC) and customer-perceived economic value (CEV).

With subjects being conference and meeting organizers for hotel service, a survey was conducted in major Chinese cities. In the survey, high-star-rated hotels’ corporate sales personnel provided data if a sales person got one of their customers to provide data. Only responses for hotels for which two employee–customer matched records were obtained could be used for analysis by using hierarchical linear modeling; so, 217 matched records from 48 hotels were processed.

Accepting five hypotheses and having coefficients for control variables allow new insights into the importance of CKS. Insights regarding brand familiarity, employee seniority, etc. contribute to theory and improving research.

Action can include fostering benefit from CE, nurturing EA and supporting ORO. Action can be recruiting and training employees with special considerations to their level and use of EA that facilitates acquiring valuable knowledge from customers. For researchers, practical implications relate to improving modeling and recognizing new research.

This study provides new findings on ORO, EA and CE affecting CKS, as well as showing relationships of CKS with EC and CEV. Coefficients of control variables yield insights beyond control that contribute to theory and to identifying new research. Examining response distributions highlights analysis issues, suggesting avenues for new research.