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This paper aims to provide an original body of work that presents and discusses the theory that destination leadership is about proactively shaping the future development of destinations and territories. This is the second part of the special issue of Tourism Review on destination leadership.

This editorial introduces the papers included and highlights a few general thoughts about the interplay between destination leadership and territorial development.

This introduction summarizes how the papers in this special issue contribute to two streams of research: first, the papers reflect on the necessity of adapting the specific form and style of destination leadership to the development status of a destination. Second, papers highlight that local stakeholders, local knowledge and the local context, in general, have a high impact on destination leadership.

By summarizing and condensing the various contributions to this special issue, the editorial introduction highlights that destination leadership is about proactively shaping the future of tourist destinations. Furthermore, it argues that this development needs to respect local networks, territorial characteristics, histories and contexts. Therefore, tailoring destination leadership to their own territories seems to be an essential success factor, and in the future, we may want to define Alpine destination leadership, island destination leadership, city destination leadership, etc.

Language and dialect, customs and service attitudes are just a few of the characteristics that make each culture unique. Consequently, the presence of people from different cultures during a service encounter may impact service quality, as what constitutes good service quality is perceived differently across cultures. As a country with a multicultural society, culturally diverse migrants from non-English speaking backgrounds (NESB) play an increasingly important role in the Australian hospitality and accommodation sector. Within this regional context, this study aims to contribute to a more robust understanding of the influence of workforce cultural diversity on different aspects of front-desk accommodation service quality in the accommodation industry.

In this qualitative study, 31 semi-structured in-depth interviews with guests, front-desk staff and managers at service apartments in Western Australia were conducted, followed by validation interviews with five hospitality human resource management experts.

The results of the interviews suggest that cultural diversity of NESB staff affects several aspects of Australian accommodation front-desk services, including communication quality, staff-guest interaction and guest satisfaction. Findings point out that culturally diverse NESB front-desk staff may face cross-cultural communication barriers due to different foreign accents and the presence of local slang, improve guest-staff interaction and the overall guest experience in case of similar cultural backgrounds with guests and provide authentic representations of multiculturalism in Australia.

The study sheds new light on tourists’ shifting perceptions and expectations of authenticity, particularly in Australia, where cultural diversity has increased in prominence. Moreover, in the Australian accommodation service, many NESB employees who have learned American/British English have difficulty conversing with people with Australian accents, especially when Australian slang is also present.

本项定性研究针对西澳大利亚州服务公寓的客户、前台工作人员和经理进行了 31 次半结构化深度访谈, 随后对五位酒店人力资源管理专家进行了验证性访谈。

语言和方言、习俗和服务态度是能体现每种文化独特性的几个特征。因此, 在服务过程中人们文化背景的差异可能会影响服务质量, 因为不同文化对于良好服务质量的认知各不相同。澳大利亚作为一个多元文化社会的国家, 其酒店和住宿行业的发展愈发受到来自非英语背景（NESB）的多元文化移民的影响。因而, 本研究以澳大利亚为案例地有助于更深入地了解劳动力文化多样性对住宿行业前台住宿服务质量的多层面影响。

访谈结果表明, NESB 员工的文化多样性对于澳大利亚住宿前台服务的沟通质量、员工-宾客互动、以及宾客满意度等多方面都有影响。调查结果指出, 文化多元化的 NESB 前台工作人员：（1）可能由于不同的外国口音和当地俚语的存在而面临跨文化沟通障碍; （2） 接待相似文化背景的宾客时员工-宾客互动和整体宾客体验都会得到提升（3）代表澳大利亚多元文化的真实现状。

本研究为游客对原真性的看法和期望的转变提供了新的线索, 特别是在文化多样性日益突出的澳大利亚。此外, 在澳大利亚的住宿服务中, 许多学习过美式/英式英语的NESB员工很难与带有澳大利亚口音的宾客沟通, 更何况还需面对澳大利亚俚语。

El idioma y el dialecto, las costumbres y las actitudes de servicio son sólo algunas de las características que hacen que cada cultura sea única. En consecuencia, la presencia de personas de diferentes culturas durante un encuentro de servicio puede repercutir en la calidad del servicio, ya que lo que constituye una buena calidad de servicio se percibe de forma diferente en las distintas culturas. Como país con una sociedad multicultural, los inmigrantes culturalmente diversos de origen no angloparlante (NESB) desempeñan un papel cada vez más importante en el sector de la hostelería y el alojamiento en Australia. Dentro de este contexto regional, este estudio contribuye a una comprensión más sólida de la influencia de la diversidad cultural de la mano de obra en diferentes aspectos de la calidad del servicio de recepción en el sector del alojamiento.

En este estudio cualitativo se realizaron 31 entrevistas en profundidad semiestructuradas a huéspedes, personal de recepción y gerentes de apartamentos en Australia Occidental, seguidas de entrevistas de validación con cinco expertos en gestión de recursos humanos del sector de la hostelería.

Los resultados de las entrevistas sugieren que la diversidad cultural del personal de los NESB afecta a varios aspectos de los servicios de recepción de los alojamientos australianos, como la calidad de la comunicación, la interacción entre el personal y los huéspedes y la satisfacción de éstos. Los hallazgos señalan que el personal de recepción de los NESB culturalmente diverso puede (1) enfrentarse a barreras de comunicación intercultural debido a los diferentes acentos extranjeros y a la presencia de jerga local, (2) mejorar la interacción huésped-personal y la experiencia general del huésped en caso de tener antecedentes culturales similares con los huéspedes, y (3) proporcionar representaciones auténticas del multiculturalismo en Australia.

El estudio arroja nueva luz sobre las cambiantes percepciones y expectativas de autenticidad de los turistas, especialmente en Australia, donde la diversidad cultural ha cobrado mayor protagonismo. Además, en el servicio de alojamiento australiano, muchos empleados de NESB que han aprendido inglés americano/británico tienen dificultades para conversar con personas con acento australiano, sobre todo cuando también está presente la jerga australiana.

This paper aims to broaden the understanding of social responsibility in hospitality and tourism by positioning it in the wider context of responsibilities for deviant behaviour. The paper presents a critical literature review that scopes responsible and irresponsible behaviour of different stakeholders in hospitality and tourism and tackles some of the often-unquestioned assumptions of CSR, including who should be held accountable for ensuring responsibility (“the onus of responsibility”).

The paper follows the methods and structure of a critical, concept-driven literature review. The literature review is inclusive in terms of its source material and covers different research traditions and study fields.

The paper helps to overcome two unquestioned assumptions of CSR, i.e. that tourism responsibility is located best at the self-regulating business level and that responsible behaviour is preferred as a focus which oftentimes overshadows the issue of irresponsible behaviour. CSR is positioned as one approach amongst many to govern and tackle deviant tourism behaviour. Moreover, CSR’s blind spot on irresponsibility is removed.

The paper is the first one to integrate the literature of CSR in hospitality and tourism with the literature on deviant tourism behaviour and on corporate social irresponsibility and can thereby cross-fertilise and broaden the three perspectives. The paper contributes to the literature by substantially widening the perspective of CSR in hospitality and tourism, thus opening new avenues of research.

As net-zero pledges gain momentum globally, more and more accommodation businesses seek to quantify their carbon emissions. Building on Chan (2021), this study aims to explore what drives Australian accommodation providers to measure the carbon footprint of their businesses and what barriers hinder them from doing so.

Empirical data were collected by conducting ten semi-structured interviews with owners, senior executives, consultants, certification bodies and hotel management companies. The set of interviews represented different segments of the hotel industry and various accommodation types. Data were analysed with thematic analysis.

The major drivers for adopting carbon footprint analysis are as follows: the analysis being perceived as an important contribution to a company's corporate responsibility, the owner or manager's environmental concern, the assessment being a requirement for obtaining an eco-certification and the business benefits associated with implementing the initiative. The major barriers hindering adoption include the following: difficulties with data gathering, the lack of a standard methodology, a lengthy decision-making process and a lack of resources.

Based on the empirical findings and three theories on ecological responsiveness, this study develops a conceptual framework for implementing carbon footprint analysis in the accommodation context and recommends strategies to increase the adoption of carbon footprint analysis.

This study responds to Chan and Hsu's (2016) call for further research on carbon footprint in the hotel context and represents the first attempt to explore the drivers and barriers specifically associated with implementing carbon footprint analysis in the accommodation sector.

The effectiveness of a message to persuade tourists to consume healthier and more ecological food may be influenced by (1) the message content, (2) the message sender and (3) the receiver of the message. This study analyses effective persuasion of tourists by simultaneously investigating how these three characteristics influence tourists' healthy and ecological food choices at hotel buffets.

A randomised 4 × 2 between-subject experimental design, replicated in two hotels, collected perceptions of 329 participants on four persuasive messages aimed at increasing food consumption in a realistic and natural setting at hotel buffets. The eight treatments included four persuasive messages (placebo appeal, health appeal, environmental appeal, local origin appeal), each with and without endorsement (i.e. with/without a specific sender).

Message content, in particular health and local provenance-related messages, and the characteristics of the receiver (tourists' attitudes and habits) influence food choices on holiday while the sender (endorsement) was found to be less influential. This implies that appropriate messages can persuade tourists to eat in a considerate manner from hotel buffets, especially for tourists with favourable attitudes and everyday behaviours.

This paper contributes to theory and practice in persuasive communication to encourage healthier and more ecological choices in hedonistic consumption. Specifically, this paper is the first to present an integrated empirical analysis on the simultaneous influence of (1) message content, (2) presence of an identifiable sender and (3) receiver characteristics, on healthy and ecological eating behaviour of tourists.

The entirety of a region’s architectural expressions, that is, its building culture, has a strong impact on a region’s atmosphere. Being a collective and networked endeavour, building culture is difficult to coordinate. Against this background, this chapter presents an empirically informed reflection on architectural governance. The chapter is based on a multiple case study which compares five regions in the European Alps in terms of their coordination mechanisms in the areas of architecture and spatial planning, that is, architectural governance. The analysed regions include Grisons (Switzerland), Vorarlberg, Tyrol (both Austria), South Tyrol and Trentino (both in Italy). By combining conceptual considerations with empirical evidence, the chapter concludes with hypothesised relationships between architectural governance, building culture, socio-economic development dynamics and tourism.

This chapter bridges theories of product development in tourism destinations with the analytical concept of genius loci (‘the spirit of a place’) used in writings on architecture and design. Assuming that spatial and symbolic uniqueness are critical ingredients to create attractive tourism experiences, the chapter proposes a schematic process for atmospheric interventions. Atmospheric interventions are presented as a technique which, first, understands the essential role of atmospheric contexts for tourism experiences; second, conceives transformations of atmospheres in a manner that take their complex nature into account; and third, sees value in respecting and enhancing the traditioned character of places and their atmospheres. Overall, this chapter suggests preference for a humble and careful approach of atmospheric interventions over decontextualised attempts to redesign atmospheres from scratch.