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Browsing Business and Management by Subject "3508 Tourism"

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    Integrating corporate identity, social responsibility, and reputation: a triadic framework for sustainable branding in hospitality & tourism
    (Elsevier, 2025-09) Foroudi, Pantea; Melewar, T. C.; Tzempelikos, Nektarios; Ha, Norbani Che; Tourky, Marwa
    Previous studies have explored the impact of corporate identity (CI), corporate social responsibility (CSR), and corporate reputation (CR), but they have largely overlooked the effects of inconsistent CSR strategies on unexpected outcomes among hospitality employees. To address this gap, this study examines the interplay among CI, CSR, and CR within the hospitality industry. Adopting a multidisciplinary approach, the research reviews the literature from marketing, design, organizational studies, and management. It then employs qualitative methods, including interviews with managers and focus groups with employees, supplemented by a survey conducted among hospitality and tourism employees in the UK, Malaysia, and Iran. The findings reveal 20 critical CI factors across corporate communication, visual identity, and management behavior, demonstrating that CI influences CSR and CR. This study introduces a triadic framework that integrates CI, CSR, and CR, offering a holistic perspective essential for sustainable branding in hospitality.
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    The impact of AI service failure on human employee behavior and customer service performance
    (Emerald, 2025-12-31) Tian, Jian; Lin, Hongxia; Tourky, Marwa; Cheng, Bao
    Purpose: This study aims to investigate how and when artificial intelligence (AI) service failure stimulates employees’ differentiated work behaviors. Design/methodology/approach: A multi-wave, multi-source survey involving 284 employee-supervisor pairs was conducted across 15 four-star and five-star hotels in Guangzhou, China. Hierarchical multiple regression analysis was used to test the hypotheses. Findings: Findings suggest that AI service failure induces schadenfreude toward the organization among employees with low perceived insider status, which then leads to procrastination behavior; however, it triggers sympathy toward the organization among employees with high perceived insider status, which further results in proactive customer service performance (PCSP). Practical implications: Their work offers practical insights for tourism and hospitality companies on promoting PCSP and reducing procrastination behaviors among service employees in response to AI service failures. Originality/value: By incorporating perceived insider status as a moderator, and examining the mediating roles of schadenfreude and sympathy toward the organization, this research enhances the theoretical understanding of AI service failure and its consequences from the employee perspective.