Includes bibliographical references.

Leisure Involvement, Job Satisfaction, and Service Performance among Frontline Restaurant Employees -- Assessment of Current Training Program and Its Effectiveness in Hotels of Bhutan/ Dorji Wangchuk and Prateep Wetprasit -- Predicting Innovative Information Systems (IS) Behavior of Frontline Employees in Hotels -- Why Do They Keep Coming Back? The Effect of Push Motives vs. Pull Motives, and Attribute Satisfaction on Repeat Visitation of Tourist Destinations -- What’s so Mysterious about Mystery Shoppers? Understanding the Qualifications and Selection of Mystery Shoppers -- Designing a Model for Competitiveness Measurement of Selected Tourism Destinations of Iran (The Model and Rankings) -- Triggers of Patrons’ Repeat Purchase for Hotel Restaurant Products -- Barriers to the Implementation of Corporate Social Responsibility in Gaming Industry -- Mega-Events and Conflict: The Case of the 2018 Pyeongchang Winter Olympics -- The Sunrise Industry in the Sunset Crowd -- Cultural Tourism And Flamenco In The City Of Cordoba (Spain) -- Exploring the Role of Travel and Tourism in Sharing Economy Activities: A Case Study of South Korea -- Role of Social Network Services (SNS) Sales Promotions in Generating Brand Loyalty for Chain Steakhouses -- Comparing Service Quality for Long-Haul Low-Cost Carriers – Case for Asia and Australia Routes -- Evaluation of the Role of Environmental Education in Manesht and Ghelarang Geotourism Destination, Iran -- Customer Satisfaction Impact on Behavioral Intentions: The Case of Pizza Restaurants in Nablus City -- Importance of Wellness Concepts in the Hotel Industry: Perspectives from the Millennials -- Trends in Global Tourism Studies: A Content Analysis of the Publications in Tourism Management.

[Article Title: Leisure Involvement, Job Satisfaction, and Service Performance among Frontline Restaurant Employees/ Dwi Suhartanto,David Dean,Nurzuwana Sumarjan,Olivia Sri Kartika and Lina Setiawati, p. 387-404]

Abstract: The importance of employee leisure involvement to employee service performance has been suggested but not tested in the literature. This study closes this research gap by inspecting the direct consequence of leisure involvement on service performance and leisure involvement’s indirect effect on service performance via job satisfaction for frontline service employees. This study uses a sample of 313 restaurant employees collected from Bandung, Indonesia. The proposed model is tested using variance-based SEM-PLS. The results show the importance of leisure involvement as a determinant of frontline service performance. Moreover, this study reveals that the effect of leisure involvement on service performance is partially mediated by job satisfaction. The conceptual and practical significance of these results are reviewed.

https://doi.org/10.1080/1528008X.2018.1543631

[Article Title: Assessment of Current Training Program and Its Effectiveness in Hotels of Bhutan/ Dorji Wangchuk and Prateep Wetprasit, p. 405-423]

Abstract: The increasing number of tourist in Bhutan demands for more high-quality hotels to provide better services to guests. The objectives of the study are, (1) to assess the current training provided to the hotel employees; (2) to evaluate the training gap concerning training design and; (3) to examine relationship between the training factors affecting the training effectiveness in Bhutanese hotel industry. Findings showed mismatch of training provided to employees resulting in poor quality of service. Negative score was found between the importance and satisfaction level of hotel employees on contents of training design. However the results showed positive relationship between the training factors and training effectiveness, work environment has strong influence.

https://doi.org/10.1080/1528008X.2018.1549522

[Article Title: Predicting Innovative Information Systems (IS) Behavior of Frontline Employees in Hotels/ Kyoung-Joo Lee,Min-Seok Yoo,Hong-Joo Lee and Su-Gyeong Kim, p. 424-444]

Abstract: Although the existing information systems (IS) literature investigated technology acceptance in the early stages of implementation, it is outdated and has a theoretical limitation in its understanding of users as passive recipients of technology. Addressing such limitations, this research focuses on innovative IS behavior as a crucial pattern of IS behavior. To predict innovative IS behaviors of front-office employees at hotels, this research analyzes the personal attitude of commitment to service quality and organizational conditions of psychological empowerment and organizational IS support for employees. The research results emphasize personal attitude, the significance of organizational predictors, and the effect of their interaction on innovative IS behaviors.

https://doi.org/10.1080/1528008X.2018.1549523

[Article Title: Why Do They Keep Coming Back? The Effect of Push Motives vs. Pull Motives, and Attribute Satisfaction on Repeat Visitation of Tourist Destinations/ Joseph Rice and Dmitry Khanin, p. 445-469]

Abstract: We conjecture that attribute satisfaction, push motives and pull motives will be positively related to return visitation of tourist destinations. We also hypothesize that push factors will be stronger related to return visitation of tourist destinations than pull factors, both directly and indirectly as mediators of the relationship between attribute satisfaction and return visitation. In addition, we predict that age and gender will moderate the effect of push and pull factors on repeat visitation. Finally, we argue that push factors and pull factors will be mutually reinforcing. To test these hypotheses, we conducted an online survey of repeat tourists’ motives, and received 986 complete responses. Survey participants were randomly chosen from a group that met a series or qualifying questions. PLS-SEM analysis of the data showed that, as we hypothesized, attribute satisfaction and push motives were positively related to repeat visitation. In contrast, pull motives were not related to repeat visitation, either directly or indirectly, but did reinforce the effect of push motives; gender did not moderate either push or pull motives and age moderated only pull motives. We discuss the theoretical and practical implications of these findings.

https://doi.org/10.1080/1528008X.2018.1553117

[Article Title: What’s so Mysterious about Mystery Shoppers? Understanding the Qualifications and Selection of Mystery Shoppers/ Christopher S. Dutt ORCID Icon,Giselle Hahn,Natasa Christodoulidou and Sanjay Nadkar, p. 470-490]

Abstract: Mystery shopping are a method of quality management that is utilized often in a variety of businesses. A holistic definition of a mystery shopper is, however, unclear. Literature relating to mystery shoppers was reviewed and analyzed through content analysis, to develop criteria which can be used to define a mystery shopper. The various traits identified were divided into personal traits, training elements, company considerations. The results of the paper provide a thorough analysis of the various traits that constitute a mystery shopper.

https://doi.org/10.1080/1528008X.2018.1553118

[Article Title: Designing a Model for Competitiveness Measurement of Selected Tourism Destinations of Iran (The Model and Rankings)/ Babak Boroomand,Ali Kazemi and Bahram Ranjbarian, p. 491-506]

Abstract: Destination competitiveness is the ability to sustain or improve market position and market share of a destination over a period of time. Different markets have different expectations which increase the importance of features a destination should provide in order to achieve competitive advantage. The results of this study show that the domestic model of Iran’s destinations competitiveness comprises 9 major indices. These indices are made of 64 variables which have been derived from literature reviews and qualitative surveys. The results of running the model for all selected destinations are consistent with the destinations’ tourist statistics except for one destination (Qom).

https://doi.org/10.1080/1528008X.2018.1563015

[Article Title: Triggers of Patrons’ Repeat Purchase for Hotel Restaurant Products/ Heesup Han,Jongsik Yu,Bonhak Koo and Wansoo Kim, p. 507-527]

Abstract: This study was designed to investigate the formation of patrons’ repurchase intentions of a luxury hotel restaurant product by considering the impact of image congruence, quality, and satisfaction. This research also examined if such decision formation differs between first-timers and repeaters and tested the direction of causality between quality and satisfaction. Results indicate that our model sufficiently accounted for the prominent relationships among image congruence, satisfaction, and repurchase intention. Overall, our empirical findings provide both industry practitioners and researchers with a deeper understanding of patrons’ decision-making process for repurchasing the luxury hotel restaurant product.

https://doi.org/10.1080/1528008X.2018.1563018

[Article Title: Barriers to the Implementation of Corporate Social Responsibility in Gaming Industry/ Jian Ming Luo,Guo Qiong Huang and Chi Fung Lam, p. 528-551]

Abstract: Corporate Social Responsibility (CSR) is an important tool to reduce the adverse impact of the gaming industry. There were very limited studies specifically analyzed barriers of CSR practice in the gaming industry. This study adopted in-depth interviews and verified the interviews by dividing two informant groups. The results showed that cognitive dissonance, negative image, management dilemma, resources limitation, confused regulations, and unsustainable impetus were the major barriers in CSR implementation. Furthermore, the practical recommendations and suggestions were discussed.

https://doi.org/10.1080/1528008X.2018.1563019

[Article Title: Mega-Events and Conflict: The Case of the 2018 Pyeongchang Winter Olympics/ Heewon Yang,Woongang Song and Joonho Moon, p. 552-571]

Abstract: This study investigated the conflict structure in the 2018 mega-event of the Pyeongchang Winter Olympics. Conflict theory was used as the main theoretical underpinning of the mega-event. A survey was conducted to collect the data. The participants were individuals over the age of 20 who resided in Gangwon Province. This study analyzed the data using confirmatory factor analysis, a correlation matrix, and path analysis. The results suggested that conflicts were caused by negative perceptions of the impact of the mega-event. In addition, the conflicts could be classified into conflicts of interest and conflicts of values. This research demonstrated that the conflicts influenced residents’ negative attitudes. In particular, the strongest influences were exerted by environmental perceptions and conflicts of values. These results can be regarded as baseline data when staging events or establishing related policies, as they present specific information about the causes, types, and outcomes of conflicts.

https://doi.org/10.1080/1528008X.2018.1563020

[Article Title: Senior Tourism: The Sunrise Industry in the Sunset Crowd/ Yanbo Yao and Pingping Hou, p. 572-580]

Abstract: With the advent of China’s aging society, the elderly have become an important force in tourism activities and tourism consumption. Senior tourism has gradually become the focus of social attention. In this context, the national government departments and some local governments have formulated a series of policies and standards related to senior tourism to promote the development of the senior tourism industry, which reflects the increasingly important role of senior tourism in the national economy development. The aim of this paper is to introduce the background of senior tourism policy formulation, the specific content of senior tourism policies and standards, and its impact on China’s tourism research and practice.

https://doi.org/10.1080/1528008X.2018.1563021

[Article Title: Cultural Tourism And Flamenco In The City Of Cordoba (Spain)/ Lucía García García,Guzmán Antonio Muñoz Fernández and Tomás López-Guzmán, p. 581-598]

Abstract: Flamenco is a tourist product that can attract many visitors from around the world, and the city of Cordoba (Spain) has an important role in the origins of flamenco. This work studies whether the satisfaction of cultural tourists who visit the city can be influenced by cultural offers related to flamenco. To achieve this objective, fieldwork was carried out based on 709 surveys conducted in the most important flamenco “tablaos” (stages) of the city. The techniques of factorial analysis and linear adjustment were used. The results show that flamenco can be a product that complements the satisfaction of cultural tourists.

https://doi.org/10.1080/1528008X.2019.1579077

[Article Title: Exploring the Role of Travel and Tourism in Sharing Economy Activities: A Case Study of South Korea/ Sanghoon Kang,Woo Gon Kim and HakJun Song, p. 599-616]

Abstract: This study explores the role of travel and tourism in sharing economy activities by using a case study of Seoul, South Korea. The findings reveal 1) significant associations between respondents’ demographic and socio-economic characteristics and their participation level in diverse sharing economy activities; 2) significant differences in future intention to participate in diverse sharing economy activities among groups; and 3) interest in travel and tourism was most strongly related to future intention to participate in diverse sharing economy activities. Policy making implications of the sharing economy focused on the role of travel and tourism are discussed in the conclusion.

https://doi.org/10.1080/1528008X.2019.1579079

[Article Title: Role of Social Network Services (SNS) Sales Promotions in Generating Brand Loyalty for Chain Steakhouses/ Heesup Han,Hong Ngoc Nguyen,Hak-Jun Song,Bee-Lia Chua,Sanghyeop Lee and Wansoo Kim, p. 617-645]

Abstract: This research aimed to explore the impact of social network services (SNS) sales promotions on the brand loyalty generation process by considering the role of brand attitude, awareness, service quality, experience, trust, and attachment in the chain steakhouse industry. A field survey was conducted to collect data in a metropolitan city of South Korea. According to our structural equation modeling results, SNS sales promotions significantly increased loyalty and its antecedents, and brand attachment had the greatest influence on brand loyalty. The mediating impact of study variables was also identified. The proposed model had a satisfactory level of prediction power for loyalty. Overall, our findings provided important insights into how steakhouse practitioners can deal with SNS as essential promotional tools and provided valuable insights into why using SNS sales promotions is critical in the fast-changing chain restaurant industry.

https://doi.org/10.1080/1528008X.2019.1579078

[Article Title: Comparing Service Quality for Long-Haul Low-Cost Carriers – Case for Asia and Australia Routes/ Adam Bin Ismail and Hongwei Jiang, p. 647-680]

Abstract: The aim of this paper is to assess the service quality for long-haul low-cost carriers (LHLCCs) focusing on routes between Asia and Australia. The airlines selected for the purpose of this study are Scoot, Jetstar and Air Asia X. The research instruments used to measure the service quality for the case airlines are SERVPERF and Industry-based, of which the outcome of this study has illustrated that perceived service quality does not differ between the three carriers significantly. It shows that perceived service quality does not differ by gender, age, income level and seat class. With regards to SERVPERF dimensions, Asian passengers have assigned higher ratings as compared to other nationalities for Scoot. However, there are no differences for Jetstar and Air Asia X. Also, business travellers rank higher for Air Asia X with regards to the Industry-based dimensions. For Jetstar, passengers are happier travelling on economy class than on business class. Moreover, this study has shown that passengers ranked “Flight Schedule and Airfare” as the most important airline service attribute whereas, “Ground Service” ranked the least important. The quality of airline service does not have a positive effect on passenger satisfaction. However, customer satisfaction has a positive effect on passenger loyalty for LHLCCs. Hopefully, this research will enable the case airlines to gain insights on the quality of service they offer to their passengers. Furthermore, the assessment conducted for all three airlines will allow the airlines to benchmark themselves against each other as to how well they have performed. In turn, passengers can benefit from this research as they can gain enough information on the selected airlines to assist them in their future travel itineraries.

https://doi.org/10.1080/1528008X.2019.1580660

[Article Title: Evaluation of the Role of Environmental Education in Manesht and Ghelarang Geotourism Destination, Iran/ Davoud Mokhtari,Shahram Roostaei,Masood Khodadadi,Mehdi Ahmadi,Omid Ebrahimi and Himan Shahabi, p. 681-708]

Abstract: The aim of this study is to investigate the land ethics of tourists regarding the geotourism resources in the Protected Area of Manesht and Ghelarang, Ilam Province, Iran. The theoretical framework of the research is based on environmental knowledge, environmental behavior, normative pressures, facilities, multiple incentive models, ability, opportunity, and environmental ethics model. Approximate number of tourists visiting (local tourist) the protected area in the specified time range (spring 2017) was 3,000. Using the Cochran sampling formula, the sample size was determined to be 475 people and questionnaires, based on available sampling, were distributed among the tourists. The findings show that there is no significant relationship between tourists’ age, the habitat, and environmental behaviors. In contrast, there is a positive relationship with gender and level of education. This study demonstrates that the lowest score in the assessment section of the variables analyzed was related to environmental knowledge and facilities. Hence, the low environmental knowledge of tourists needs to be improved through training so that they can gain an increased environmental awareness over time. Further, the second factor involves discussion of structural facilities that are rooted in national macroeconomic, and management policies which require a comprehensive overview of Iran’s tourism management.

https://doi.org/10.1080/1528008X.2019.1616039

[Article Title: Customer Satisfaction Impact on Behavioral Intentions: The Case of Pizza Restaurants in Nablus City/ Nidal Yousef Dwaikat,Saja Aziz Khalili,Samah Mohammad Hassis and Hala Sulaiman Mahmoud, p. 709-728]

Abstract: Customer satisfaction has been extensively studied in marketing science and other business management disciplines. Yet, in quality management discipline, the question how customer satisfaction measured differs greatly from one business sector to another. The aim of this research is to explore the influencing factors on customer satisfaction, and explore the impact of customer satisfaction on behavioral intentions in pizza restaurants. A structural model was designed to predict the relationship between six constructs: food quality, service quality, quality of physical environment, customer perceived value, customer satisfaction, and behavioral intentions. The research model was assessed by using partial least squares structural equation modeling. Using SmartPLS software, a questionnaire of 386 responses collected from three local pizza restaurants customers in the west bank city of Nablus, Palestine was analyzed. The results demonstrate that customer perceived value has the strongest effect on customer satisfaction compared to the other three factors. The results also confirm that customer satisfaction positively affects behavioral intentions.

https://doi.org/10.1080/1528008X.2019.1616040

[Article Title: Importance of Wellness Concepts in the Hotel Industry: Perspectives from the Millennials/ Patrick C. Lee,Myong Jae Lee and Ting-Ting Cheng, p. 729-752]

Abstract: Millennials taking more responsibilities for their health and improvement of their substantial and spiritual well-being is the reason behind the prosperous demand for wellness concepts in the hotel industry. This study aims to evaluate the importance of wellness concept and attributes of Millennials hotel guests. Results indicated that intellectual wellness is perceived to be an important wellness concept while female shows higher level of agreement on spiritual wellness. Natural remedies and mind therapy are valued as important hotel amenities. Implications and limitations are discussed in the paper.

https://doi.org/10.1080/1528008X.2019.1616041

[Article Title: Trends in Global Tourism Studies: A Content Analysis of the Publications in Tourism Management/ Jianwei Qian,Rob Law,Jiewen Wei and Yifan Wu, p. 753-768]

Abstract: The article examines 2024 papers published in Tourism Management from 2001 to 2017. Overall bibliometric and thematic analysis are conducted to reveal the current trend in tourism studies. Findings reveal that key authors in Asia have become the leading researchers in tourism and a tight collaboration network among them has been formed as well. Tourism journals influence tourism studies, and six major themes (management, satisfaction, performance, seasonality, word of mouth, and perception) are discussed in detail. The conclusion from this study can shed light on the future direction of tourism research and industry practice in general.

https://doi.org/10.1080/1528008X.2019.1658149