Purpose: This study aims to examine consumption emotions and customer–company identification as mediating variables to explore the association of perceived corporate social responsibility (CSR) on green consumer behavior in a hospitality–lodging context. Design/methodology/approach: Using a stimulus–organism–response framework, an integrated model is developed. The hypothesized relationships of the research model are tested using the structural equation modeling technique. Data were gathered from hotel guests at a UNESCO World Heritage Site in China. Findings: Perceived CSR directly affects positive emotions, negative emotions and customer–company identification. Positive emotions significantly influence customer–company identification. Positive emotions and customer–company identification partially mediate the relationship between perceived CSR and green consumer behavior. Hotel type was not found to be a moderating factor. Research limitations/implications: Perceived CSR can act to influence consumers’ behaviors more broadly via an increased likelihood of engaging in green consumer behavior. Implementing CSR strategies at the company level may provide additional benefits to society as a whole. The proposed relationships need to be replicated in other service organizations, segments and cultures to better assess the generalizability of the findings. Originality/value: This study investigates the association between consumption emotions and customer–company identification, which has been missing in the tourism/hospitality literature. This study also extends previous CSR literature by examining the potential moderating role of hospitality type.

2020 was an unprecedented year, with rapid and drastic changes in human mobility due to the COVID-19 pandemic. To understand the variation in commuting patterns among the Chinese population across stable and unstable periods, we used nationwide mobility data from 318 million mobile phone users in China to examine the extreme fluctuations of population movements in 2020, ranging from the Lunar New Year travel season (chunyun), to the exceptional calm of COVID-19 lockdown, and then to the recovery period. We observed that cross-city movements, which increased substantially in chunyun and then dropped sharply during the lockdown, are primarily dependent on travel distance and the socio-economic development of cities. Following the Lunar New Year holiday, national mobility remained low until mid-February, and COVID-19 interventions delayed more than 72.89 million people returning to large cities. Mobility network analysis revealed clusters of highly connected cities, conforming to the social-economic division of urban agglomerations in China. While the mass migration back to large cities was delayed, smaller cities connected more densely to form new clusters. During the recovery period after travel restrictions were lifted, the netflows of over 55% city pairs reversed in direction compared to before the lockdown. These findings offer the most comprehensive picture of Chinese mobility at fine resolution across various scenarios in China and are of critical importance for decision making regarding future public-health-emergency response, transportation planning and regional economic development, among others.

This study examined the effects of service fairness and service quality on tourists’ behavioral intentions and subjective well-being (SWB) with the mediation of satisfaction. It conceptualizes SWB as a sociopsychological benefit that people receive from tourism activities in parallel with behavioral intentions to visit the destination treated as economic benefit. A self-administered questionnaire survey was conducted in Xiamen city of Fujian Province, China, and a valid sample of 541 tourists was used for data analysis. Findings show that service fairness has more of an effect on behavioral intentions and SWB than service quality; and such differentiated effects can be partly attributed to the mediating role of satisfaction between the antecedent constructs (i.e, service fairness and service quality) and consequence constructs (i.e, behavioral intentions and tourist SWB). The results suggest that tourism service providers should deliver services in a fairer way and tourist SWB should be attended to by both governments and academics.

This study investigated structural relationships among customers’ perceptions of corporate social responsibility (CSR), corporate reputation, customer emotions, and behavioral intentions in the hospitality service context. Based on the stakeholder theory and signaling theory, the study postulates that customer’s perceptions of CSR, as a cognitive evaluation, influence their evaluation of the service provider’s corporate reputation; both CSR and corporate reputation influence customer emotions as affective states of mind, and customer behavioral intentions (i.e., loyalty intentions, word-of-mouth) as conative behavioral constructs. 451 valid surveys were collected from hotel guests staying in three resort hotels in Hunan Province, China, and data were analyzed using structural equation modeling (SEM). Results show that CSR has a significant effect on corporate reputation, and customer emotions (positive and negative) partially mediate the effects of CSR and corporate reputation on loyalty intentions and word-of-mouth. The study provides empirical evidence to support the link between CSR and customer affective and conative experiences in the modern service context of China. Both theoretical and practical implications are discussed.

This study investigates how service evaluations in a hotel hospitality context elicit customers’ affective states, which then contribute to their behavioral intentions. The results of a study with Chinese leisure hotel guests (n = 451) provide support for the proposed model. Specifically, perceived service fairness has a significant effect on perceived service quality and impacts behavioral intentions directly, but also indirectly through consumption emotions. Perceived service quality has a direct influence on word-of-mouth referral intentions, and indirectly impacts both repurchase intentions and referral intentions through positive emotion. Finally, findings indicate a repurchase intentions to referral intentions effect.