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Despite the growing interest in micro-celebrities in destination marketing, their role in transferring cognitive, emotional and behavioral outcomes to destination psychological ownership (DPO) is underexplored. This study aims to address this void by investigating how the perceived characteristics of micro-celebrities influence travel intentions through interactive engagement, perceived information quality and DPO. It highlights three pathways for fostering DPO.

A survey-based design was developed with 302 samples collected and analyzed using partial least squares structural equation modeling and artificial neural network to examine the hypothesized model.

Findings reveal that the expertise and attractiveness of micro-celebrities enhance their perceived personal trustworthiness. This perception encourages social media users to view travel information from micro-celebrities as higher quality and to engage more with them, leading to DPO. Consequently, when social media users experience this psychological ownership, they show a stronger intention to travel to the destination, influenced partly by micro-celebrity marketing.

This study provides a psychological–developmental perspective on micro-celebrity marketing-induced travels. It underscores the importance of fostering micro-celebrity-induced DPO to establish a sustained, mutually beneficial relationship between tourists and destinations.

尽管微名人在目的地营销中的作用已引起学术界的关注, 但他们在传递认知、情感和行为结果至目的地心理所有权中的作用尚未得到充分探索。本研究通过调查微名人的感知特征如何通过互动参与、感知信息质量及目的地心理所有权影响旅行意图, 填补了这一研究空白。此外, 本研究还强调了促进目的地心理所有权的三条途径。

本研究采用基于调查的设计, 收集并分析了302个样本, 并使用偏最小二乘结构方程模型（PLS-SEM）和人工神经网络（ANN）对假设模型进行了检验。

研究结果表明, 微名人的专业知识和吸引力增强了其感知个人可信度。这一感知促使社交媒体用户将微名人分享的旅行信息视为更高质量的信息, 并与他们进行更频繁的互动, 从而促进了目的地心理所有权的形成。由此, 当社交媒体用户体验到这种心理所有权时, 他们表现出更强烈的旅行意图, 这在一定程度上受到微名人营销的影响。

本研究从心理发展的角度探讨了微名人营销引发的旅行意图, 强调了通过微名人激发目的地心理所有权的重要性, 以建立游客与目的地之间持续且互利的关系。

A pesar del creciente interés por las micro-celebridades en el marketing de destinos, su papel en la transferencia de resultados cognitivos, afectivos y conductuales a la apropiación psicológica del destino (DPO) está poco explorado. Esta investigación aborda esta laguna de investigación analizando cómo las características percibidas de las micro-celebridades influyen en las intenciones de viaje a través del compromiso interactivo, la calidad de la información percibida y la DPO. Se destacan tres vías para fomentar la DPO.

Se desarrolló un diseño basado en encuestas, recogiéndose y analizándose 302 observaciones. Se utilizó modelización de ecuaciones estructurales por mínimos cuadrados parciales y redes neuronales artificiales para analizar el modelo propuesto.

Los resultados revelan que la experiencia y el atractivo de las micro-celebridades mejoran su credibilidad personal percibida. Esta percepción anima a los usuarios de redes sociales a considerar la información sobre viajes proporcionada por las micro-celebridades como de mayor calidad y a interactuar más con ellas, lo que conduce a la formación de la apropiación psicológica del destino. Como resultado, cuando los usuarios de redes sociales experimentan esta apropiación psicológica, muestran una mayor intención de viajar al destino, influenciados en parte por el marketing de micro-celebridades.

Este estudio aporta una perspectiva de desarrollo psicológico sobre los viajes inducidos por el marketing de micro-celebridades. Subraya la importancia de fomentar la propiedad psicológica del destino inducida por micro-celebridades para establecer relaciones sostenidas y mutuamente beneficiosas entre los turistas y los destinos.

The property industry has been experiencing massive transformation due to rapid technological advancement in the last decade. A large body of literature has attempted to identify the challenges confronting property professionals, with some examining the impact brought by Property Industry 4.0 on the future workforce. To effectively address the challenges, however, we need participation from diverse stakeholders, as previously proposed strategies have often only considered perspectives from specific cohorts and lacked broader engagement. Hence, this study aims to formulate comprehensive strategies to address the challenges facing our future workforce in the age of Property Industry 4.0.

For the first time, we invited a unique lineup of stakeholders to our co-design workshops. These include property leaders, property professionals, recent property graduates, property students, property academics, program directors, as well as university leadership executives, to make sure the outcomes are relevant, effective and user-oriented.

Four strategies were recommended to future-proof our property graduates: (1) enhancing AI-focused content in universities and collaborating with industry stakeholders, (2) regulating AI adoption by bodies like the Australian Property Institute (API), (3) introducing industry certifications to address ethical concerns and (4) developing students' soft skills via internships and networking events in collaboration with professional bodies.

This study is the first to employ a co-design workshop, incorporating the perspectives of all stakeholders in crafting potential solutions. These include property leaders, property practitioners, recent property graduates, property academics, property students and senior school executives (e.g. deputy dean and deputy head of education).

Social media have been associated with social benefits and enhanced psychological well-being among non-disabled individuals; the purpose of this study is to examine whether social media may have similar benefits for young neurodivergent adults with autism, anxiety, or attention-deficit and hyperactivity disorder who may experience communication differences. To the best of the authors’ knowledge, this first-of-its kind study explores the nature of social media use and related psychological well-being among neurodivergent college undergraduates.

This qualitative study is part of a larger effort. The authors surveyed undergraduates with and without disabilities at U.S. higher education institutions on their social media use and psychological well-being. A total of 131 students responded, including 24 neurodivergent individuals, the results of which are reported elsewhere. Participants were 18–25 years old, of varied genders and racial/ethnic backgrounds; for neurodivergent adults, questions focused on social challenges. From the survey, a sample of five neurodivergent individuals was drawn for this small-scale, exploratory interview study.

This paper reports descriptive statistics from survey results to contextualize analysis of students’ social media use (e.g. purposes, practices, benefits and harms). Students used mainly Instagram, TikTok and YouTube to promote well-being primarily through engaging positive relationships and positive emotions. Students reported several benefits of using social media to develop their disability identity and few harms.

Understanding the impact of social media use on undergraduates with disabilities could help us not only improve services as teachers, counselors and other helping professionals who support young adults to leverage their everyday technologies-in-use but also address digital equity issues.

This paper aims to examine the congruency effects of physically embodied robots in service encounters, which addressed a significant research gap concerning the synthesis of robot design elements (e.g., appearance and voice) and their service purposes.

Grounded in congruity theory and human-robot interaction literature, this study conducted a pretest and two experimental studies revealing the need to view robot design holistically and recognizing the pivotal role of congruity in shaping consumers’ service robot adoption. The moderating role of service purposes (utilitarian vs hedonic) was also investigated in terms of robot design and consumer reactions.

Consumers generally tend to favor robots with congruent designs, particularly for utilitarian service purposes. The serial mediation through perceived congruence and perceived intelligence explains such a favorite tendency.

This study advances service robot design research by highlighting the critical role of congruity in enhancing consumer engagement. It supports the use of comprehensive, congruent designs for services with utilitarian purposes and recommends adaptable designs for hedonic settings.

This study addressed the research gap by examining service robot design from a holistic perspective. The research findings highlight the importance of congruency effects in service robot design and deployment and provide valuable insights and guidelines to industry practitioners for optimal investment in service robots.

With the advent of Industry 5.0, digital transformation (DT) has received much attention in the tourism industry. Therefore, this research aims to provide a thematic map of the DT of tourism in Industry 5.0 and then provide a model for tourists’ acceptance of Industry 5.0 digital technologies.

First, a systematic literature review was done to provide the thematic map of this field, and the data were analyzed using the R-Tool. In the second step, a meta-analysis of all available studies on technology acceptance by tourists in Industry 5.0 was conducted, and the data were analyzed using CMA3 software.

The findings are divided into four main themes: motor themes (acceptance of technology by tourists); basic themes (smart tourism through digital technologies); niche themes (digital transformation of tourism in small and medium-sized enterprises) and essential or declining themes (digital transformation in destination marketing). The second part showed that performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating conditions (FC), hedonic motivation (HM), price value (PV) and habit (HB) positively affect behavioral intention (BI). FC, HB and BI have a positive effect on use behavior (UB). Age variable moderates the impact of FC, HM and HB on BI but does not moderate the impact of PV on BI. Age variable moderates the effect of HB on UB. Gender variable moderates the impact of HB on UB but does not moderate the effect of FC, HM, PV and HB on BI. The experience variable moderates the effect of FC on BI, HB on UB and BI on UB but does not moderate the impact of HM and HB on BI.

This research is the first to present a thematic map of DT in the tourism industry in Industry 5.0. It is also the first research demonstrating the digital technology acceptance model by tourists in Industry 5.0.

The purpose of this paper is to explore how GenAI can help companies achieve a higher level of hyper-segmentation and hyper-personalization in the tourism industry, as well as show the importance of this disruptive tool for tourism marketing.

This paper used the Web of Science and Google Scholar databases to provide updated studies and expert authors to explore GenAI in the tourism industry. Analysing hyper-segmentation and hyper-personalization modalities through GenAI and their new challenges for tourists, tourism cities and companies.

Findings reveal that GenAI technology exponentially improves consumers’ segmentation and personalization of products and services, allowing tourism cities and organizations to create tailored content in real-time. That is why the concept of hyper-segmentation is substantially focused on the customer (understood as a segment of one) and his or her preferences, needs, personal motivations and purchase antecedents, and it encourages companies to design tailored products and services with a high level of individual scalability and performance called hyper-personalization, never before seen in the tourism industry. Indeed, contextualizing the experience through GenAI is an important way to enhance personalization.

This paper also contributes to enhancing and bootstrapping the literature on GenAI in the tourism industry because it is a new field of study, and its functional operability is in an incubation stage. Moreover, this viewpoint can facilitate researchers and companies to successfully integrate GenAI into different tourism and travel activities without expecting utopian results. Recently, there have been no studies that tackle hyper-segmentation and hyper-personalization methodologies through GenAI in the tourism industry.

Besides the mainstream discussion around customer expectation, this study aims to review would customer surprise be influential in up- and cross-selling. Although hotel customers are becoming more used to robotic services, due to a negative impression of the robot’s lack of warmth, other customers still prefer the human-to-human services. Thus, what happens when up- and cross-selling are delivered by a robot versus human salesperson?

This study designs three experiments to investigate how guests would be surprised by a human or robot salesperson when checking in following a scenario of up- and cross-selling. This paper has three studies and data were collected through an online survey with the United States residents (n = 270).

This study validates that when up- and cross-selling are conducted separately, a human salesperson performs a better job in terms of achieving higher customer surprise, satisfaction, perceived value and reuse intention. When promoting both up- and cross-selling together, a robot salesperson has a more competitive performance in all examined measures.

This study contributes elucidations on a theoretical conception of Appraisal Tendency Framework and extends the idiomatic impression that humans are more favorable than robots when an intensive personal interaction is involved.

This study inspires hospitality practitioners an optimal strategy in adopting human or robot employees for up- and cross-selling. Suggestions for marketing management and service operation with analytical methods are elucidated.

This study not just fills all indicated knowledge voids but proffers theoretical and practical insights.

除了主流关于客户期望的讨论, 本研究探讨了客户惊喜在升级销售和交叉销售中的影响。尽管酒店客户逐渐适应机器人服务, 但由于对机器人缺乏温暖的负面印象, 仍有部分客户更倾向于人与人的服务。那么, 当升级销售和交叉销售由机器人和人类销售人员分别执行时, 会发生什么？

本研究设计了三个实验, 通过场景模拟升级销售与交叉销售, 考察客户在入住办理时对人类或机器人销售人员的惊喜反应。数据通过在线调查收集, 共有270名美国居民参与。

研究验证了以下结果: 当升级销售和交叉销售分别进行时, 人类销售人员在客户惊喜、满意度、感知价值以及再次使用意愿等方面表现更佳; 当同时推广升级销售与交叉销售时, 机器人销售人员在所有衡量指标上表现更具竞争力。

本研究对情绪评估倾向框架（Appraisal Tendency Framework）提供了理论上的阐释, 并扩展了在密集的个人互动中人类比机器人更受欢迎的传统印象。

本研究为酒店从业者在采用人类或机器人员工进行升级销售与交叉销售方面提供了优化策略, 并对营销管理与服务运营提出了分析方法上的建议。

本研究不仅填补了相关领域的知识空白, 还在理论和实践层面提供了重要的见解。

Artificial intelligence (AI) used in service has sparked fundamental changes in how enterprises engage their customers. AI specifically designed for customer service is denoted as service-oriented AI. Through the lens of social information processing theory and the pleasure-arousal-dominance (PAD) emotional state model, this study aims to examine the underlying mechanisms for service-oriented AI anthropomorphism to influence customers' propensity for value co-creation.

Our data were collected from hotel customers who had experienced interactions with service-oriented AI. Through purposive sampling, 350 survey responses were collected. We analyzed the survey data using covariance-based structural equation modeling (CB-SEM).

This study has two key findings. Firstly, customers' propensity for value co-creation is favorably facilitated by the anthropomorphism of service-oriented AI. Secondly, the anthropomorphism of service-oriented AI can strengthen customers' perceptions of cuteness and service capacity, elicit a sense of novelty, and enhance customers' propensity to collaborate with service-oriented AI to create value. These findings address the research gaps by focusing on customer engagement through service-oriented AI and provide a theoretical basis for subsequent practical endeavors in the field.

Integrating the PAD emotional state model with the social information processing theory, this study explores the effects of service-oriented AI's anthropomorphism on customers' propensity for value co-creation.

With the increasing use of robots in service scenarios in hospitality industries, service failure frequently occurs during the service process, and consumers may react differently toward humanoid vs. nonhumanoid robots due to different performance expectancies. This study focuses on consumers' reactions to service failures by humanoid vs. nonhumanoid robots and the different impacts on brand forgiveness and revisit intentions through performance expectancy for different genders.

The study used a sample of 280 participants to test the moderated chain mediation model. The participants were instructed to report their performance expectancies for humanoid/nonhumanoid robots and imagine a hotel check-in scenario in which a service failure occurs. Brand forgiveness, brand revisit intention and other demographic information were assessed.

The results show that consumers have higher performance expectancy for nonhumanoid robots. This performance expectancy generates brand forgiveness and revisit intentions for male consumers but does not affect female consumers' forgiveness and revisit behaviors.

This study contributes to the literature by taking a long-term perspective to investigate the outcomes after service failure, providing evidence for pending questions in previous studies and enriching studies of gender differences. Additionally, this study provides practical implications to consider the use of anthropomorphism in robots, advocate for functional confidence in robots and target consumers across genders.

Humanoid social robots (HSRs) are an innovative technology revitalizing various service sectors, such as the hospitality industry. However, limited research has explored how anthropomorphic features of HSRs influence user satisfaction with the services delivered by HSRs. To address this, a research model was proposed to evaluate how three distinct anthropomorphic features: appearance, voice and response, impact the perceived values (i.e. utilitarian, social and hedonic values) of HSRs, which, in turn, influence user satisfaction.

Data from an online survey of hotel customers was utilized to test the research model (N = 509).

The results indicated that appearance, voice, and response affect perceived utilitarian, hedonic and social values differently. The response feature of HSRs demonstrated the strongest impact on perceived utilitarian, social and hedonic values. In addition, voice affected all three perceived values, while appearance only affected perceived utilitarian and social values. Furthermore, perceived utilitarian, hedonic and social values showed positive impacts on user satisfaction, with hedonic value being the most influential factor.

This study contributes to the literature on HSRs and anthropomorphism by explaining how different anthropomorphic features affect users’ value perceptions and user satisfaction with HSR services by utilizing the stimulus-organism-response (SOR) framework.