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A special issue of Sustainability (ISSN 2071-1050). This special issue belongs to the section "Tourism, Culture, and Heritage".

Deadline for manuscript submissions: closed (30 June 2022) | Viewed by 48747

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Special Issue Editor

Prof. Dr. Osman M. Karatepe

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Guest Editor

Faculty of Tourism, Eastern Mediterranean University, 99628 Famagusta, North Cyprus, Turkey
Interests: services (hospitality and tourism) marketing and management; internal marketing; strategic management; green marketing and management
Special Issues, Collections and Topics in MDPI journals

Special Issue Information

Dear Colleagues,

In a digitalized market environment where there is intense competition, service providers in hospitality and tourism industries are starting to realize that delivery of service quality and value enables companies to accomplish customer satisfaction and loyalty and gain a sustainable competitive advantage. These providers are also realizing that today’s astute buyers pay a great deal of attention to companies’ environmental sustainability and green management efforts. In such an environment, there is a need for successful marketing strategies that can enable companies to establish and maintain long-term relationships with customers, reduce customer churn, disseminate positive word-of-mouth communication, increase the share of wallet and brand equity, and maximize profitability. Accordingly, the Guest Editor welcomes submissions on (but not limited to) the following critical topics for this Special Issue:

Management commitment to service quality and its impact on customer satisfaction and loyalty;
Management commitment to environmental sustainability and its effect on customer loyalty and firm performance;
Service–profit chain and green management;
Utilization of digital technology, technostress, and their effects on employee and customer outcomes;
Corporate social responsibility and firm performance;
Online reviews and their effects on customer decision-making process;
Vacation rental online companies and their effects on sales performance;
Seasonality, pricing strategies, and their effects on sales performance;
Customer loyalty and profitability in franchised hotels;
Social media, word-of-mouth communication, and sales performance;
Customer responses to ethnic food advertising;
Antecedents and outcomes of co-creation of value in medical tourism;
Service recovery and social media;
Antecedents of service–sales ambidexterity in hospitality and tourism industries;
Internal green marketing and firm performance;
Green branding and its consequences;
Artificial intelligence in service delivery process;
E-commerce marketing and firm performance;
Brand equity and customer lifetime value;
Effect of pandemics on destination marketing

Prof. Dr. Osman M. Karatepe
Guest Editor

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Sustainability is an international peer-reviewed open access semimonthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 2400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

aviation services
co-creation of value
corporate social responsibility
customer loyalty
e-commerce marketing
green branding
internal green marketing
management commitment to environmental sustainability
sales management
service recovery
service–sales ambidexterity

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Published Papers (10 papers)

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Research

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13 pages, 1725 KiB

Open AccessArticle

Gastronomy Motivations as Predictors of Satisfaction at Coastal Destinations

by Mauricio Carvache-Franco, Miguel Orden-Mejía, Wilmer Carvache-Franco, María del Carmen Lapo and Orly Carvache-Franco

Sustainability 2022, 14(18), 11437; https://doi.org/10.3390/su141811437 - 13 Sep 2022

Cited by 5 | Viewed by 2176

Abstract

Local gastronomy is a strategic vector for the sustainability of coastal destinations. The present study had the following objectives: first, to establish the motivational dimensions based on the gastronomic demand in a coastal destination; and second, to identify the motivational dimensions that predicted satisfaction with gastronomy. The study was carried out in the city of General Villamil Playas, a sustainable seaside destination characterized by its gastronomy based on fish and shellfish. It is part of Ecuador’s National System of Protected Areas. The results showed three motivational dimensions: cultural, physical, and social. Physical motivation was the main factor that predicted satisfaction with the gastronomic experience, followed by social motivation. The findings will contribute to the academic literature on coastal gastronomy. They will be helpful for food and beverage service providers to improve tourist satisfaction and stays. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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14 pages, 722 KiB

Open AccessArticle

Perceived Value in Sustainable Coastal and Marine Destinations: A Study of Jacó in Costa Rica

by Mauricio Carvache-Franco, Ana Gabriela Víquez-Paniagua, Wilmer Carvache-Franco, Allan Pérez-Orozco and Orly Carvache-Franco

Sustainability 2022, 14(14), 8569; https://doi.org/10.3390/su14148569 - 13 Jul 2022

Cited by 5 | Viewed by 1996

Abstract

Perceived value influences the future behavior of tourists in sustainable coastal destinations, and thus is crucial for the elaboration of development plans. This study aims to: (i) identify the dimensions of the perceived value of demand in a coastal and marine destination; (ii) determine the dimensions of the perceived value that predict the satisfaction of the demand of a coastal and marine destination; and (iii) establish the dimensions of perceived value that predict loyalty variables such as return, recommendation, and saying positive things about a coastal and marine destination. This research was carried out in Jacó, a sustainable tourist destination on the Pacific Ocean coast located in the Central American country of Costa Rica. The sample collection was carried out on-site in June 2021 during the COVID-19 pandemic. This quantitative study used a sample of 304 valid questionnaires. Factor analysis and the multiple regression method were performed for data analysis. The results show three dimensions in the perceived value, namely, the emotional and functional value, the social value, and the economic value. The emotional and functional dimension is the most important predictor of satisfaction and loyalty in variables such as return, recommendation, and saying positive things about a coastal and marine destination. The results can serve as a management guide for managers of coastal and marine destinations and as information for service providers to develop products according to demand. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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17 pages, 459 KiB

Open AccessArticle

Do Qualitative and Quantitative Job Insecurity Influence Hotel Employees’ Green Work Outcomes?

by Tuna Karatepe

Sustainability 2022, 14(12), 7235; https://doi.org/10.3390/su14127235 - 13 Jun 2022

Cited by 6 | Viewed by 2349

Abstract

The extant literature lacks evidence concerning the effects of qualitative and quantitative job insecurity (JIS) on service workers’ performance outcomes. This is also true for their effects on green work outcomes. To fill in this void, drawing on social information processing, threat-rigidity, and the reformulation of attitude theories as well as the model of attitude–behavior relation, this paper proposes and tests a research model that investigates the effects of both qualitative and quantitative JIS simultaneously on green work outcomes. Data gathered from hotel employees during the COVID-19 pandemic in Turkey were utilized to gauge the hypothesized associations through structural equation modeling. The findings suggest that quantitative JIS weakens harmonious environmental passion, green recovery performance, and proactive pro-environmental behavior. In addition, harmonious environmental passion mediates the impact of quantitative JIS on the aforementioned green work consequences. Contrary to the predictions, the findings lend no credence to the negative impact of qualitative JIS on harmonious environmental passion, green recovery performance, and proactive pro-environmental behavior. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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13 pages, 529 KiB

Open AccessArticle

Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach

by Sooyun Kim

Sustainability 2022, 14(5), 2525; https://doi.org/10.3390/su14052525 - 22 Feb 2022

Cited by 2 | Viewed by 2001

Abstract

In a peer-to-peer (P2P) sharing-service model, a platform provider (PP) has no direct control over the service quality of peer service providers (PSPs). However, an unpleasant experience with a single PSP may impact customer responses to the PP. Hence, the PP should offer PSPs guidelines on how to cope with service failures. To identify effective/ineffective recovery strategies, this study examined the influence of the characteristics of service failure/recovery and customers that influence customers’ behavioral intentions toward the PP. Specifically, it employed multiple regression analysis (MRA) and fuzzy-set qualitative comparative analysis (fsQCA) to analyze the complex relationships between service failure/recovery characteristics (severity of service failure and source of service recovery) and customers’ characteristics (PSP experience, age, and gender) regarding customers’ behavioral intentions (reuse and switching intentions of the PP). The results show (1) four solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is high and (2) three solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is low. By investigating recovery configurations reflecting the unique characteristics of P2P sharing services, this study contributes to the literature on both P2P sharing services and service failure/recovery. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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20 pages, 637 KiB

Open AccessArticle

Should I Stay or Should I Go? Linking Career Decision-Making Self-Efficacy to Intention to Stay in the Hospitality Industry Based on Internship Experience

by Chung-Jen Wang

Sustainability 2021, 13(19), 10571; https://doi.org/10.3390/su131910571 - 23 Sep 2021

Cited by 8 | Viewed by 4496

Abstract

Internships are increasingly being used in the hospitality industry, as these can provide students with opportunities to examine their abilities, interests, and career decisions in a workplace context, as well as help cultivate human resources within this sector. This study thus examines students’ career decision-making self-efficacy with regard to internships. Based on social cognitive theory and career decision-making self-efficacy theory, we developed the research constructs with a focus group interview and a review of the existing literature, and then verified their content validity and scale reliability. Using 782 student data from the hospitality management departments, we found the direct influence of career decision-making self-efficacy in relation to internships on the intention to stay in the hospitality industry. Most important of all, we also found the mediating roles of internship satisfaction and career commitment in the relationship between decision-making self-efficacy and intention to stay in the hospitality industry, as well as the moderating roles of intrinsic motivation in the relationships among career decision-making self-efficacy, internship satisfaction, career commitment, and intention to stay in the hospitality industry. The theoretical and practical implications of these results in the context of hospitality will be discussed. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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16 pages, 3406 KiB

Open AccessArticle

How Can the Celebrity Endorsement Effect Help Consumer Engagement? A Case of Promoting Tourism Products through Live Streaming

by Luyi Qiu, Xiaohua Chen and Timothy J. Lee

Sustainability 2021, 13(15), 8655; https://doi.org/10.3390/su13158655 - 3 Aug 2021

Cited by 40 | Viewed by 14226

Abstract

Although much research has been devoted to the study of the impact of celebrity endorsements on the effectiveness of advertising in the literature on consumer behavior, few scholars pay attention to applying this concept to explain consumer behavior in the tourism field. This research tested celebrities’ expertise, trustworthiness, and attractiveness as the antecedents of consumer trust and engagement in the tourism and hospitality context. Specifically, through the analysis of 406 valid responses collected by online questionnaire, this study makes the following conclusions. First, it provides a new perspective on the influence of celebrity effects by focusing on the live-streaming behavior of CEOs on China’s largest online travel agency (OTA) platform. Secondly, it confirms that the three dimensions of the celebrity effect (expertise, trustworthiness, and attractiveness) positively affect the three dimensions of consumer trust (ability, benevolence, and integrity). At the same time, consumer trust can also predict the three dimensions of consumer engagement (cognitive processing, affection, and activation). In addition, the three dimensions of consumer trust also play a positive mediating role between the relationship of celebrity effects and consumer engagement. That is, the celebrity effects have a positive and indirect influence on consumer engagement. Therefore, by suggesting that celebrity endorsements can create consumer trust and engagement in the OTA platform, this research expands the research framework of celebrity endorsement credibility theory. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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18 pages, 670 KiB

Open AccessArticle

Does Job Embeddedness Mediate the Effect of Resilience on Cabin Attendants’ Career Satisfaction and Creative Performance?

by Aram Eslamlou, Osman M. Karatepe and Mehmet Mithat Uner

Sustainability 2021, 13(9), 5104; https://doi.org/10.3390/su13095104 - 2 May 2021

Cited by 6 | Viewed by 3608

Abstract

An increasing body of research suggests job embeddedness (JE) as a motivational variable influencing employees’ attitudinal and behavioral outcomes such as quitting intentions and task performance. Personal resources have been reported to affect JE and these outcomes. However, little work has investigated the antecedents and consequences of JE among cabin attendants. There is also a dearth of empirical research regarding the mechanism linking resilience to cabin attendants’ affective and performance outcomes. Therefore, drawing on conservation of resources and JE theories, we propose a conceptual model that examines the interrelationships of resilience, JE, career satisfaction (CSAT), and creative performance (CPERF). Moreover, the model explores JE as a mediator of the impact of resilience on CSAT and CPERF. These linkages were tested via data collected from cabin attendants and their pursers. The findings from structural equation modeling reveal that resilience boosts cabin attendants’ JE, CSAT, and CPERF. As predicted, JE is a mediator between resilience and CSAT. Our paper culminates with implications for theory and practice as well as future research directions. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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16 pages, 459 KiB

Open AccessArticle

The Relationship between Endurance Involvement and Travel Behavior in Camping and the Moderating Effect of Place Attachment

by Jehn-Yih Wong, Ming-Lee Hsiung, Shu-Ju Lee and Chia-Ying ChouHuang

Sustainability 2021, 13(9), 5016; https://doi.org/10.3390/su13095016 - 29 Apr 2021

Cited by 9 | Viewed by 4169

Abstract

Camping tourism is one of the fastest growing segments of the tourism industry. Global trends in camping show that this type of recreational activity has begun to emerge in Asia. Meeting the expectations of potential and current tourists in a camping destination will lead to the accomplishment of competitive advantage. The endurance involvement and place attachment play important roles in understanding camping behaviors. However, limited research identified place attachment as a moderator of the influence of endurance involvement on camping travel behavior. To fill this gap, based on place attachment theory, our study developed a conceptual model that postulates endurance involvement and place attachment as predictors of camping tourism. 216 self-administered questionnaires were retuned. Confirmatory factor analysis was used to test the psychometric properties of the measures, while regression analysis was employed to assess the research hypotheses. The study results show that endurance involvement in camping affects camping travel behavior, whereas camping place dependence, camping place identity, and camping affective attachment moderate the effect of camping endurance involvement on camping travel behavior. Camping place attachment strengthens the relationship between camping endurance involvement and camping travel behavior. To maintain the sustainable development of camping tourism, campsite authorities should attach more importance to strengthening campers’ emotional bonds and concentrate on how to encourage them to participate in tourism activities. The findings have several theoretical and managerial implications for camping tourism marketing and the development of campground. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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17 pages, 643 KiB

Open AccessArticle

Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour

by Omar Chehab, Shiva Ilkhanizadeh and Mona Bouzari

Sustainability 2021, 13(3), 1525; https://doi.org/10.3390/su13031525 - 1 Feb 2021

Cited by 8 | Viewed by 4848

Abstract

Managers of food service operations standardise various aspects of operations to sustain consistent service quality. Frontline employees in these operations are expected to carry out tasks as per standards. Standards demand that frontline employees regulate their behaviours and emotions to complete their duties. Therefore, referring to the organisational role theory and the emotion regulation theory as the directing basis, this study examined the impact of job standardisation on emotional labour, as well as the effect of emotional labour on emotional exhaustion and job satisfaction of frontline employees in the hospitality sector. This study also examined the mediating effect of emotional labour on the relation between job standardisation, on one hand, and emotional exhaustion and job satisfaction on the other hand. The data collection was carried out in food service operations in Lebanon. Structural equation modelling (SEM) was used to assess the relations. The results showed that job standardisation negatively affected emotional labour and that emotional labour had a positive effect on emotional exhaustion and a negative effect on job satisfaction. Furthermore, emotional labour mediated the relation between job standardisation and emotional exhaustion and job satisfaction. Practical and theoretical implications and directions for future research are also provided. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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Review

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18 pages, 328 KiB

Open AccessReview

Culture’s Influence on the Design and Delivery of the Marketing Mix Elements in Tourism and Hospitality

by Erdogan Koc and Ahu Yazici Ayyildiz

Sustainability 2021, 13(21), 11630; https://doi.org/10.3390/su132111630 - 21 Oct 2021

Cited by 13 | Viewed by 7060

Abstract

This review study presents intercultural research findings relating to elements or aspects of the marketing mix (7Ps) in tourism and hospitality. The study aims to present a comprehensive and compact document on almost all cultural variables/characteristics and all marketing mix elements based on data collected from a wide range of countries supported by several research studies. It is believed that the study will have significant value for researchers, practitioners, and students, both undergraduate and postgraduate, as at present there is no compact and comprehensive document that brings together research findings to establish a cumulative or overall cross-cultural understanding of the design and delivery of the tourism and hospitality marketing mix elements. Currently, studies on culture and tourism and hospitality mainly focus only on one or few cultural variables/dimensions, one or few countries, and one marketing mix element, or various sub-elements of the marketing mix, e.g., sales promotions or advertisements under the promotion element. Full article

(This article belongs to the Special Issue Marketing Management in Hospitality and Tourism Industries)

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