Abstract: Purpose – One purpose of this study is to investigate the determinants of young Muslim tourist generation's interest to recommend and visit halal tourist attraction. Design – The interest of young Muslim tourist generation to recommend and visit Halal attractions is influenced by knowledge (KNO), religiosity (REG), perceived behavioral control (PBC), subjective norms (SN) and attitudes (ATT). Methodology – The respondents are the young Muslim generation living in 27 provinces in Indonesia and were selected using the purposive sampling method. The use of purposive sampling method is to support this research where information is obtained from specific target groups. Approach – It was found that in the intention of local Muslim tourists to select and recommend halal tourist destinations, several factors influence their intention such as knowledge, religiosity, perceived behavioral control, subjective norms and attitudes. Moreover, knowledge and religiosity influence tourists' attitude to visit halal tourist destinations. Originality of the research – This study contributes to behavioral theory and extends the application of the theory of Planned Behavior (TPB) in the context of halal tourist studies.

Abstract: Research purpose – The purpose of the study was to explore the students’ perceptions towards autonomous service robots, using interviews and, in a novel manner, also their drawings, to generate data. The paper contributes to current knowledge claims around the Techno-Economic Paradigm by providing a greater understanding of, and student response to, autonomous service robots. Additional insights were gained on transformational skills set for tourism practitioners. Design/Methodology/Approach – A qualitative approach followed a participatory research design which was set in a public higher education institution. Undergraduate tourism and hospitality students who had previous exposure and engagement with robots were the purposive sample. The paper draws on the Techno-Economic Paradigm to illuminate how, according to students’ experiences and perceptions, autonomous robots interact in, and disrupt, the tourism industry. Findings – Four main drawings essentially expressed tourism and hospitality students’ perceptions of autonomous service robots in the tourism industry. Centrally there are opportunities for the absorption of robots in certain sectors of the tourism industry. Despite greater use of robots in service-driven industries like tourism, it remains challenging to establish the right balance between humans and robots, and up- and re-skilling transformation would be required of those working in the tourism industry and those studying towards a tourism qualification. This study advances that additional research is still required, including longitudinal studies on the effects of autonomous services in the tourism industry, as well as students’ perception on the use of robots, re-skilling as well as ethical risks to customers, the greater value to the economy and those working in the tourism industry. Originality of the research – The article contributes to the use of visual methodology as part of data generation, specifically how students’ perceptions regarding autonomous robots in the tourism industry were graphically distilled using this methodology.

Abstract: Purpose – The growth of non-materialistic impulses among people around the world has led to the emergence of a special category of tourism that can be termed ‘spiritual tourism’. This article presents an attempt to provide a conceptual model for spiritual tourism drawing from the literature on spirituality, religion, and tourism. Design/ Approach – As this study intends to build a bridge between spirituality and tourism, the authors reviewed various articles and adopted the Spiritual Intelligence Model devised by Hanefar, Sa’ari, and Siraj (2016) to build a conceptual model of spiritual tourism. Methodology – Content analysis was used to arrange more than forty dimensions of spiritual tourism from the chosen articles. These dimensions were coded and mapped against the Spiritual Intelligence Model. Findings – The emergent dimensions of spiritual tourism showed that tourism offers unique opportunities in guiding human being to gain spiritual development through religion and nonreligion tourism activities/experiences. Originality of the research – The authors developed a Conceptual Model of Spiritual Tourism with seven themes: Meaning/Purpose of life, Consciousness, Transcendence, Spiritual resources, Selfdetermination, Reflection – soul purification, and Spiritual coping (with obstacles). This model intends to serve as a systematic pathway to authors and other researchers for future research related to spiritual tourism.

Abstract: Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.

Abstract: Purpose - The aim of this research is to develop a sustainable model for local hospitality businesses in Chiang Mai to mitigate risk during the Covid 19 crisis and become resilient when the situation improves. This research study seeks to explore whether local hospitality businesses in Chiang Mai are taking a sustainable or survival approach in response to the pandemic situation that is occurring worldwide. Design - This is a mixed methods research guided by three research questions to support the aim of the study. Methodology - Five hotels in the province Chiang Mai were selected for the survey and the results were subjected to data triangulation to obtain ideas for a sustainable model. The 400 questionnaires were distributed to 85 hotels including 8 hotels rated 5 stars, 47 hotels rated 4 stars and 30 hotels rated 3 stars in the province Chiang Mai. Approach -Data triangulation was used to test the three questions to ensure the validity of the study: The results of research question number one were compared separately with the results of research question number two and number three;the results of research question number two were compared with the results of research question number three. Findings -Hotels can be viable in the long run if the government creates environmental conditions that support a healthy and intelligent organization to take proactive measures to take care of the welfare of the employees and residents. The overall survival adjustment in the COVID -19 pandemic critical conditions of hotels in the province Chiang Mai was high at 3.96. The correlation coefficient of the cause variables was market adjustment (X1), sustainability adjustment (X2) and learning adjustment (X3) have a positive correlation with the survival of hotels in the province Chiang Mai during the pandemic COVID -19. The survival of hotels in the province Chiang Mai amid the COVID -19 pandemic can be predicted by the underlying event such as learning adjustment (X3) and marketing adjustment (X1), which has an accuracy of 52.70 % and statistical significance at the 0.01 level. Originality of Research - The paper captures the current situation of how Covid-19 has caused a major disruption to hotel businesses in Chiang Mai, Thailand. © 2021 University of Rijeka. All rights reserved.

Abstract: According to Fidler (2004), there is a significant relationship between human mobility, globalisation and microbial resilience Figure 1 almost forecasts the spread of the disease globally outside mainland China by connecting international airline travel routes, observed in Figure 2 Because of the extent of global connectivity, it is harder to contain the spread of pathogens emerged in one part of the world, which rapidly travel to any other side of the globe []the hospitality and tourism industry has been pushed into a severe recession Pandemics have further and faster reach as the velocity of travel has increased Since the introduction of widespread (air) travel from the late 1950s tourism has grown rapidly and unsustainably in some cases

Abstract: Purpose – Validation of the Human Resource Management (HRM) practices used by Portuguese hotels, their degree of importance, and the alignment between their strategic dimension and their operational implementation. Design – The study was developed using quantitative analysis, supported by a questionnaire shared with top managers of hotel companies in the Portuguese Hotels national register. Methodology – The HRM practices integrated in the study were the result of those identified in the literature review, the global HR barometer developed by the Michael Page company, and the HRM practices integrated in the Label Pro HR project, developed by the Mediterranean Federation from Human Resources in association with HRM Associations and European higher education institutions. Findings – In Portugal, HRM in the hotel industry is beginning to be understood as a way to achieve competitive advantage. 92,7% of the top managers in our sample reported that the existence of an HR department grants a competitive advantage. Recruitment and Selection, Training and Development, Performance management and evaluation, and Safety and Hygiene at Work are the most important HRM practices. We conclude that the characteristics of hotels (classification and size) are crucial for HRM, their organizational processes, and the strategic importance assigned to the function. Originality of the research – The study is innovative because it uses a questionnaire specifically designed for the study, and which considers a high number of HRM practices. The sample consists of 124 of the 1.515 registered hotels (8,2%).

Abstract: Purpose – The social TV phenomenon has raised the interest of some researchers in studying the production of online reviews. However, little is known about the characteristics of reviewers that, without having had indeed a real experience of consumption, still dare to assess the service. The purpose of this research is to understand these reviewers better, using an experiment conducted in Brazil. Design/methodology/approach – Through a cluster analysis with 2547 reviewers of 7 restaurants that participated in a reality show in Brazil, we were able to create 4 fours. Using Spearman Correlation and Kruskal-Wallis Test, differences among groups were analysed in the search of behavioural changes among different types of reviewers. Findings – We conclude that social TV influence fake online reviews of restaurants that were involved in a tv show. Furthermore, we were able to verify that some reviewers indeed assess the service without indeed having tried the service, which strongly bias the influence they are going to cause in potential consumers. Four types of reviewers were identified: the real expert, the amateur reviewer, the speculator and the pseudo expert. The 2 latter types are analyzed through the anthropologic lens of the popular Brazilian culture and the TV influence in that country. Research limitations/implications – we were able to understand how TV can influence the construction of fake online reviews for restaurants. Practical implications – It is important for the restaurant and hospitality industry in general, to be able to be attentive to the phenomenon of fake reviews that can totally biased the advantages of this assessment system that was created to produce trust among consumers, but that can act exactly the other way around. Originality/value – This study highlights the relevance of taking into account cultural background of the country where the restaurant is located, as well as emphasizing the relevance of conducting a previous analysis of the decision of embarking on a reality show that it has high chances to biasedly influence consumers’ decisions.

Abstract: Purpose – This study measures the relative importance of hotel website features based on users’ perceptions and analyses the impact of gender, age, and frequency of Internet access on the given importance of features. Our study includes ten features and three hypotheses. Design/methodology/approach – A research questionnaire was developed and distributed to hotel guests. A total of 406 responses were collected. Statistical analysis included paired t-tests and oneway ANOVA. Findings – Results showed that users prioritized information about products and services, bookings and reservations, an easy-to-use website, and contact information. Privacy, design, and information on the surroundings were also important features. Customer feedback options, corporate information, and links to social media sites were ranked as significantly less important. Moreover, age and frequency of Internet access have a significant impact on the perceived importance of features, while no differences were found with regard to gender. Originality – Many studies have used web performance tools to measure the performance of hotel websites. However, these studies have not provided guests’ preferences and perceived importance of website features. To our knowledge, no previous research has examined the effect of gender, age, and frequency of Internet access on the perceived importance of hotel website features.

Abstract: Purpose – The main purpose of the paper is to identify, define and analyze the main variables that determine water consumption in the lodging industry, which usually accounts, on average, between the 6% and 10% of total operational costs. Design/Methodology/Approach – The research is based on a survey questionnaire distributed among lodging managers in summer 2016 in the Shchuchinsk-Burabay resort area (Kazakhstan). The regression model methodology has been used to determine the main drivers of water consumption in the tourism lodging facilities. Findings – The estimations obtained in the regression model reveal that the main determinants of water consumption are the total area of the lodging facility, the pool sizes, the type of accommodation (with a special attention to the sanatoriums sector) and the type of board offered. Our study also concludes that the implementation of water saving initiatives significantly reduces water consumption levels and constitutes an effective tool to minimize lodging water consumption. These results can be useful both for policy makers and accommodation managers to develop water management policies to guarantee water, both in quantity and quality, both for the resident population and for the tourism sector. Originality of research – The study extends the geographical scope of research in tourism-water nexus by focusing on the case of emerging tourist destination, such as Kazakhstan

Abstract: Purpose – The objective of this article is to evaluate the quality of tourism services in the city of Cartagena de Indias, Colombia, from the perspective of foreign tourists arriving there, and to identify the elements that have the greatest influence on satisfaction and future behaviour, the latter expressed in the desire to return to enjoy the destination and/or recommend the city to third parties. Design – The paper proposes a Formative Type Model, where observable variables affect latent or structural variables. Five factors have been considered in this valuation: Tangibility, Reliability, Responsiveness, Security and Empathy. Methodology – The multivariate Partial Least Squares Regression technique is used, belonging to the set of methods of Structural Equation Systems. 390 surveys were applied to Spanish, English, and Italian-speaking international tourists, with a confidence level of 95% and a margin of error of 5%, assuming an infinite population. Findings – The results show that international tourists intend to return to the destination and overall satisfaction was positive. Originality – The results of this study contribute to the scientific literature on new methods for evaluating the quality of tourism services, using analysis techniques that place the customer at the center of decision-making.

Abstract: Purpose – While curiosity is a critical factor in motivating human exploratory behaviors across domains, past studies are yet to explore the exploratory curiosity construct in the context of backpacking. This study aims to conceptualize backpackers’ exploratory curiosity and, importantly, developing a scale for the construct. Design/Methodology – A survey questionnaire is first designed on the basis of a literature review and in-depth interviews. Then, two surveys are conducted using sample sizes of 228 and 276. The scale, along with its four factors (i.e., excitement, new destinations, social contact, and new tourism events) and 18 items, was determined as reliable and valid by the implementation of a rigorous instrument development process. Approach – This study identifies the characteristics of backpacker exploratory curiosity, and then generates fundamental constructs with detailed descriptions and explanations for a questionnaire. Subsequently, to understand the characteristics of such curiosity and how they can be applied to explain backpacker behaviors. Findings – This study extended the application of the curiosity concept to the tourism industry, and offered a new perspective, namely, exploratory behaviour individuals display in response to novelty, excitement, and changes in their environment can be used as variables to measure their curiosity level, and then the BECS can be utilized by tourism management organizations to help increase the number of potential clients. Originality of the research – The study contributed to a theoretical enhancement of the current level of knowledge on the existing literature on backpackers’ exploratory behavior and developed a reliable and valid scale for measuring backpacker exploratory curiosity.

Abstract: Purpose –This paper aims to identify the stakeholders involved in tourism destination marketing networks. The involvement and collaboration of multiple individuals and organisations is widely recognised in destination marketing to promote a destination. Internal stakeholders of a destination and their collaboration are frequently studied in destination marketing research, but little attention is paid to the involvement of external stakeholders. Design/Methodology/Approach – Quantitative social network analysis is an important approach to understanding stakeholder connections and roles in tourism destinations. In this paper, this analysis was conducted using primary data collected from social network surveys in Da Nang and Hue, two local destinations in central Vietnam. Sixty-nine questionnaires were collected in Da Nang, and 60 questionnaires in Hue. The network data were each analysed separately using UCINET software. Findings – The results show the involvement of different stakeholders in marketing activities in these local destinations. Most of the marketing networks of Da Nang and Hue consist of business units. While the Da Nang marketing network focuses on critical stakeholders and fundamental business firms with strong financial resources and big brands, the Hue marketing network includes more diverse stakeholders and more significant participation of small and medium local firms. Originality of research – This research found the participation of national and international stakeholders located outside the two destinations studied in their marketing network. Their involvement was identified through their collaborative relationships with the DMOs and internal stakeholders of the two destinations to promote the destinations nationally and internationally.

Abstract: During the last decade, music festivals are increasingly used as an important motivator to attract visitors, giving rise to a more sustainable tourism growth in hand with cultural stimulation for the cities. This research paper aims to address the motives and barriers of music festival visitors travelling to attend two music events in the second largest Greek city of Thessaloniki in Northern Greece. The main objective of the research paper is to determine the visitors’ motivation for choosing to attend each festival and thereafter the challenges they face during their visit in the city. This exploratory research study focuses on two distinct and popular music festivals namely Reworks Festival and Street Mode Festival. Both events share three main characteristics: (1) They host both international & Greek professional artists; (2) they are primarily privately funded; and (3) they have achieved a consecutive 10 years of successful presence in the city attracting thousands of visitors each year. The research methodology is based on the collection of qualitative data by conducting one to one interviews with festival visitors. Findings of the analysis of the two festivals direct at identifying the commonalities & differences in tourists’ drives and obstacles in regards to their festival attendance and visit in the city of Thessaloniki. In both cases, it is inferred that both festivals have a lot of further untapped potential, as unique city branding tools, adding value to the destinations and extending the tourism season. Conclusions can contribute to building more concise and sustainable destination tourism strategies and, therefore, more successful and sustainable events, with long-term benefits, ranging from local to national levels.

Abstract: Purpose – entrepreneurship scholars have argued extensively that the phenomenon of entrepreneurship and entrepreneurial motivation cannot be studied in isolation from their broader socioeconomic environment. This study addresses this gap by examining the entrepreneurial motivation of hotel entrepreneurs in Northern Thailand. The study also investigates how various mediating factors and motivations to start a business shape tourism entrepreneurs' behaviour in relation to growth strategies. Design/ Methodology/ Approach – qualitative research was conducted in Northern Thailand 2012 and the follow-up study in 2019. Purposive and snowball sampling strategies were used. The primary data collection method was semi-structured interviews. Findings – the study identifies the coexistence of both lifestyle and growth-oriented entrepreneurs. The results show that the entrepreneurial decision to enter the hotel industry was not solely determined by the entrepreneur's own actions, but significantly by the family. The role of family in business creation is directive and not facilitative. Business growth was a desirable strategy for both lifestyle and growth-oriented entrepreneurs. Originality of the research – study shows that entrepreneurial motivation cannot be properly understood if it is studied in isolation from the wider socio-economic context. Moreover, it challenges the prevailing classification of tourism entrepreneurs into lifestyle-oriented and growthoriented.

Abstract: Purpose – The aim of this paper is to report the results of a qualitative research on heterarchical coordination within an interorganizational network in the tourism sector. Design/Methodology/Approach – The study follows the qualitative approach and case study research design. The main data collection techniques were semi-structured interviews and document analysis. Data triangulation was used to collect and analyze qualitative research data and narrative form supported the presentation of the results. Findings – The study has shown the nature, strengths and weaknesses of heterarchical coordination within the distributed inter-firm network. Based on the study, heterarchy is an appropriate form of coordination for distributed inter-firm networks with a high proportion of SMEs operating in the tourism sector. Heterarchy supports a high level of engagement of focal firms in joint activities and emergent growth of the whole community. Originality of the research – The study brings a new overview of coordination mechanisms in interfirm networks and identifies the characteristics and conditions of heterarchical coordination in a distributed cooperative network. The results of the study are useful for scholars studying business networks as well as for managers and local authorities responsible for managing and supporting inter-firm networks in tourism destinations.

Abstract: Purpose – This paper aims to investigate the existence of a relationship between tourism and hotel industry labour market determinants and the number of graduates in the sector in Croatia. Although, the expansion of Croatian tourism and hotel industry in recent years resulted in a growing number of higher education institutions in those sectors, the internationalization of study programmes and their redesigning to better meet the labour market is needed. Furthermore, there is a necessity of labour market features improving to create a motivating working environment for future employees. Design – The paper presents an explorative analysis designed to analyse Croatian tourism and hotel industry labour market and the number of higher education graduates in those sectors. Methodology – In investigating whether or not, and in what extend the number of tourism and hospitality graduates is affected by the sectors key development determinants and labour market features, the neural networks and the multiple regression methodology were used. Findings – The results showed that, although there is a relationship between the selected variables, the research hypothesis cannot be confirmed. In future, more efforts should be addressed in filling the gap, both in theory and practice. The originality of the research – The paper presents a new approach in modelling tourism-based issues combining alternative methods with traditional ones.

Abstract: The focus of the study is the implementation of blockchain as an emerging technology that can radically improve operations when it comes to cultural heritage and in particular in the context of the European cultural routes, and can create new opportunities for innovation. The development of blockchain technologies in the last few years involves examples of networks of various organizations that collaborate to create value and improve competitiveness. This type of network could provide together with local stakeholders and smalland mediumsize enterprises (SMEs) on local markets additional assets as to the goods and services between the participants.

Abstract: Rise of Web 2.0 Along with the development of socialized media and self-help tourism, tourism industry has been going into tourism social times. Based on technology acceptance model, use and gratifications approach, and weighted and calculated needs theory, this study explored the impact of perceived popularity, perceived characteristics, and perceived need on the use of tourism social network site and being a member of it. This study also discussed the interaction of perceived popularity, perceived characteristics, and perceived need. The findings of this paper could be used to help the management operator pay attention to strengthen the function of tourism social network site in order to provide better information for users and satisfied the needs of users.

Abstract: ions they make out of the training, or “theories”, are the basis for the definition of further behavior and attitudes, as explained by Kelly in his personal construct theory (Kelly, 1963). These managers may be competent in team leadership (push approach), however not forceful in using a facilitative style of group EFFECTIVENESS IN GROUP FACILITATION TRAINING IN THE HOSPITALITY 43 coordination (pull approach), either with small-group or large-group facilitation. Nevertheless, by challenging their previous experience, the course produced better results than if they had to experience at all. A particular added value of the course turned out to be the innovation projects that came out of the forum. Even if not planned to have a material output, the course served to demonstrate a methodology that provided innovative results and, we may assume, participants will use some of it in their daily work. If not in large group meetings (managers complained that it is not possible to assemble workers for hours, given the labor-intensive regime in the hotel industry), at least with smaller project teams it is expected that some kind of matrix structure, made out of innovation projects, may arise. This prevision, also supported by participants’ evaluations, was not possible to verify, as the hotel industry had to shut down because of the Corona virus. Let us hope that, in the near future, the industry may regain its place also by providing the required innovation for completely new conditions. If this is so, the course will have played its role. As a final conclusion, we can say that the course model we provided for the preparation of managers as coaches for organizational innovation in the hospitality industry proved to be adequate. Although it requires changes in the introduction, and elimination of abstract examples, its structure proved to be adequate. As to future developments, they will have to do mostly with the functioning of a matrix structure, so that the whole approach may have a full impact on the company. That is why this course should take place in companies that already have some initiatives in project development. If we succeed in bringing in the necessary expertise in human resource management, in matrix structures, we will have developed conditions to present an organizational behavior course syllabus, for managers and management students, which has proved to be effective. As to the hotel industry, the reduction of its limitations to expand project development, due to its labor-intensive nature, will continue to dictate its ability to produce innovations that are not adopted from elsewhere. In the post-COVID 19 era, where collaboration will dictate much of the changes (Chesbrough, 2020), this cannot help but take place.