Habits are powerful indicators of people’s decisions and behaviors (e.g., Allan, 2019; Verhoeven et al., 2012 Verhoeven, A. A. C. , Adriaanse, M. A. , Evers, C. , & de Ridder, D. T. D. (2012). The power of habits: Unhealthy snacking behaviour is primarily predicted by habit strength. British Journal of Health Psychology, 17 (4), 758–770. doi:10.1111/j.2044-8287.2012.02070.x [Crossref], [PubMed] , [Google Scholar] ). Based on a survey with 625 frequent travelers in the U.S., this study examines how visitors’ daily green behaviors (DGBs) influence their pro-environmental behaviors (PEBs) at tourism destinations. It also examined the power of habit by treating it as a moderator to test if different levels of DGB would make a difference in tourists’ destination behaviors. The study contributes to the extension of the Theory of Planned Behavior by capturing habit’s impact as a non-planned component in the decision-making process, the spillover as well as the accumulative effects of habits in travelers’ pro-environmental behaviors at destinations.

Purpose: The study aims to provide a critical review of the origin, development and process of sentiment analysis (SA) and a demonstration for hospitality researchers and students on how to perform SA using a sample study. Design/methodology/approach: A critical review and sample case demonstration approach was applied. The sample study used Leximancer to perform SA using TripAdvisor review data. Findings: A critical evaluation of the most popular SA tools was provided, highlighting their advantages and disadvantages. A step-by-step demonstration with data provided makes it possible for readers to learn this technique at own pace. Originality/value: By providing a critical review of SA supported with a demonstration case study, this study makes a timely contribution for broader awareness and understanding, as well as the application of SA in hospitality.

Most research examining organizational citizenship behavior (OCB) has focused on employees’ efforts that benefit the organization or the individuals’ coworkers. A third dimension that is critical for the hospitality industry is behavior above and beyond the specific job description that is directed at customers. While most OCB studies have considered what behaviors are essential to corporate citizenship, but specific behaviors might be culturally bound. To avoid cultural issues, a more effective approach is to analyze the targets of citizenship behavior, that is, the organization, coworkers, and customers. A study of 240 hotel workers in China found support for a three-leg model of OCB, combining behavior aimed at these targets: at the organization itself, at coworkers, and at customers. Citizenship behavior aimed at the organization includes such activities as promoting a hotel’s products and making favorable comments about the property outside of work. Citizenship behavior in support of coworkers includes assisting them as needed and taking time to listen to coworkers’ concerns. Customer-focused OCB includes such activities as maintaining a positive attitude at work and performing duties carefully and accurately. Although this study did not expressly measure the results of such actions, previous work has shown increases in guest satisfaction and company revenue when OCB activities are high.

Building customer loyalty is an important strategy for the success of fine-dining restaurants. Knowing individual customers' differences, especially the distinction between male and female customers in service quality and image perception, as well as satisfaction and loyalty formation, is crucial to attract and retain customers. This study examined the structural relationships among food quality, staff service quality, image, customer satisfaction, and loyalty in the context of fine-dining restaurants with a special focus on gender's moderating effects. The results showed that food quality and staff service quality both contributed to the customers' satisfaction and perceived image of the restaurant. Restaurant image and customer satisfaction explained a large variance in customer loyalty. Gender moderated five out of the six proposed relationships, which supported gender's moderating role in the context of fine-dining restaurants.Griffith Business School, Department of Tourism, Sport and Hotel ManagementNo Full Tex