...Pratik Tarafdar; Soumyatanu Mukherjee; Sayan Mukherjee; Anil Bilgihan Purpose This study aims to examine how scholarly discourse and technological innovation around the metaverse have developed in tourism and hospitality. This study compares academic publications and granted patents to identify...

... with large language model-assisted thematic analysis to examine CE at scale. Practical implications By focusing on restaurant-based climate action, the study provides actionable insights for hospitality businesses seeking to embed sustainability into their operations and customer experience strategies...

...Sake Jan Velthuis; Ondrej Mitas; Elena Cavagnaro; Marcel Bastiaansen Purpose This study aims to develop and validate a scale to measure commercial friendship quality ( CFQ ) between hospitality staff and guests. In addition, this study provides quantitative validation of a conceptual model...

...Charalampos Giousmpasoglou; Evangelia Marinakou; Emmanouil Papavasileiou; Kris Hall Purpose Drawing on the concept of the impostor phenomenon ( IP ), this study aims to examine the causes, influences, outcomes and the mechanism of IP in the overlooked context of hospitality. This study also aims...

... role in CEM within hospitality and tourism, emphasizing shifts in service design, delivery and evaluation. Design/methodology/approach This research uses a critical reflection approach to synthesize the current literature and propose a conceptual framework that explains AI’s transformative role...

... and digital leisure to advance a cross-domain perspective on employee resource processes. Design/methodology/approach We conducted a diary study with 45 hospitality employees, who provided data twice weekly over four consecutive weeks (360 observations). We measured home demands, home resources, work...

... of tourism experiences in the metaverse, and suggesting research opportunities to further advance the discourse on metaverse tourism. Design/methodology/approach A framework for metaverse tourism is developed by applying a sociotechnical perspective to the contexts of hospitality and tourism...

... Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Source credibility Product recommendation Service robot Hospitality Cognitive heuristics Message credibility Restaurant customers Hong Kong Polytechnic University P0053940 This project was funded...

...Yidan Huang; Heyao Yu; Amit Sharma Purpose The integration of service robot in the hospitality industry has generated mixed employee reactions, yet the current literature provides limited guidance on managing human−robot interactions. Drawing on the transactional model of stress and coping...

... . Practical implications This study indicates that GIL motivates employees to engage in GC by encouraging the sharing of green ideas, which strengthens their contributions to sustainability. Therefore, hospitality organizations may benefit from selecting and developing GIL who uphold sustainability...

..., green employee empowerment and green advocacy. It adopts social cognitive theory as an overarching framework to explain how employees observe and model sustainability-related behaviours in the hospitality sector. Design/methodology/approach Data was collected from 340 employees working in the hotel...

...A. George Assaf; Nickolaos Tzeremes; Adiyukh Berbekova; Yecheng Cao; Alexander Josiassen; Florian Kock Purpose Despite the growing reliance on Data Envelopment Analysis ( DEA ) to evaluate the performance of tourism destinations and hospitality organizations, significant gaps in its application...

...Emi Moriuchi; Linda Hollebeek Purpose Drawing on psychological capital theory, the purpose of this paper is to investigate the effect of cybernetic avatars (human-operated, remotely controlled robots that help physically disabled individuals participate in hospitality jobs) on their labor market...

...Yogesh K. Dwivedi; Mohamed Youssef Ibrahim Helal; Ibrahim A. Elgendy; Mousa Ahmed Albashrawi; Laurie Hughes; Mazen Shawosh; Vincent Dutot; Il Jeon Purpose Artificial intelligence ( AI ) agents and agentic systems have the potential to transform the tourism and hospitality (T&H) industry...

... in the hospitality sector. This study explores HDR as an industry-specific application of corporate digital responsibility ( CDR ) framework. Design/methodology/approach This study collected data from 196 Brazilian hotels through questionnaires and analyzed 212,147 TripAdvisor reviews, categorizing them...

...Jiahui Wang; Matthew Coyne; Yehchan Lee; Muzaffer Uysal Purpose Recognizing the importance of measurement scales in aiding destination managers with decision-making and obtaining precise data in tourism and hospitality research, this paper aims to summarize bibliometric information about scales...

.../value To the best of the authors’ knowledge, this is the only and first study in the hospitality management literature that develops and validates a new index of VFM based on the DEA methodology: the “DEA VFM”. Moreover, we demonstrate the superiority of the DEA VFM index on the Booking.com VFM...

... 04 2025 26 06 2025 13 07 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Service robot Hospitality Restaurant customers Heuristics Recommendation Source credibility Message credibility Robot adoption...

...Miralem Helmefalk; Andreas A. Eklund; Arash Akhshik Purpose This study aims to address the crossover application of sensory marketing (SM) and artificial intelligence (AI) within the hospitality industry. Design/methodology/approach Through an extensive literature review, this study identified...

...Rob Law; Sunny Sun; Huiyue Ye; Davis Ka Chio Fong Purpose Technology and its applications were first applied to hospitality and tourism in the early 2000s. Along with the development of technology, a majority of studies discussed the advantages that technology has brought to hospitality...