This present study examines the relationships between hedonic value, customer-to-customer interaction, customer demandingness, customization and customer love on customer citizenship behaviour with the moderation effect of customer involvement. A quantitative survey design was conducted on a sample of 585 customers in Malaysian hotels to test the proposed model. The salient findings are (1) influencing factors (hedonic value, customer-to-customer interaction, customer demandingness, customization) significantly impact customer love, (2) customer love has a significant mediating effect between influencing factors (hedonic value, customer-to-customer interaction, customer demandingness, customization) and customer citizenship behaviour, and (3) customer involvement moderates the relationship between customer love and customer citizenship behaviour. The study reported customer citizenship behaviour as a new and dynamic approach to explore how its outcomes can be enhanced in the hotel industry. The outcomes of customer citizenship behaviour may help the hotel business and service providers in their service delivery.

This research builds on the ideas through the development of sets of attributes (strategic leadership, strategic planning effectiveness, and tourism sustainability practice), the event of a framework for evaluating destination competitiveness in Egypt. This study has followed a quantitative design with a survey-based questionnaire development. Survey data from tourism professionals were obtained in Egyptian destinations and subjected to statistical examination (PLS-SEM) Partial Least Squire-Structural Equation Modelling as an analysis technique. The findings of this study: strategic leadership significantly impact strategic planning effectiveness, tourism sustainability practice, and destination competitiveness; strategic planning effectiveness significantly impacts tourism sustainability practice; and finally, tourism sustainability practice significantly affects destination competitiveness. The results are outstanding empirical evidence for incorporation into the competitiveness studies of the tourism industry in both enterprise and destinations. Longitudinal data would be required to prove that relationships are founded upon. The growing methodology bias restricts the findings from this analysis. This analysis would be useful if the findings were to be taken into account when considering other integrative variables.

The aim of this study is to examine how psychological and social capital might help entrepreneurs in the tourism and hospitality industry manage stress and develop resilience. This study follows a unique approach aiming to determine the social and psychological characteristics that can alleviate stress and promote resilient behavior. This study investigates the impact of psychological capital (PC) and social capital (SC) on perceived entrepreneurial stress (PES) and entrepreneurial enterprises’ resilience (EER). Also, it examines the mediating role of PES. The study focuses specifically on owners/managers of fast-food outlets and travel agencies in Egypt, using purposive sampling to select enterprises that exhibit varying degrees of entrepreneurial resilience. PLS-SEM was used to analyze 411 genuine surveys from respondents who dared to delve into tourism and hospitality entrepreneurship and experienced uncertainties. All of the direct interactions, along with the indirect link between PC and EER via PES, were significant. Nonetheless, the indirect association between SC and EER via PES was not supported. Theoretically, this study fills a research gap by examining how psychological and social factors contribute to enhancing resilience among small businesses in the tourism and hospitality industry. Additionally, it advances the COR theory by underscoring the significance of individuals' access to valuable assets in stress management and resource resilience. In practical terms, it is important for entrepreneurs to practice the synthesis of different personality qualities that help them understand and adapt to the unique aspects of their industry. Additionally, Egyptian policymakers need to provide entrepreneurs with training in personality development.

Purpose: This paper aims to explore the factors influencing customers' attitudes and behaviours, specifically in terms of affective satisfaction, participation behaviour, and word-of-mouth, within the restaurant industry, with a focus on both tangible and intangible elements. Additionally, the study seeks to identify the dual mediating role of customer affective satisfaction in this relationship.Design/methodology/approach: In this exploratory study, SEM-VB was utilized to examine data from 312 valid respondents who completed a face-to-face questionnaire using a quantitative methodology. The respondents were targeted at restaurants that serve comparable food and beverages for a similar socioeconomic class.Findings: The findings reveal that perceived value, physical appearance, and standardization significantly contribute to customer affective satisfaction, which, in turn, positively influences their participation behaviour and word-of-mouth.Practical implications: Practically, restaurant managers can enhance customer experiences and boost positive word-of-mouth by fostering affective satisfaction and encouraging interactive customer participation.Originality/value: The novel concept of “affective satisfaction” contributes to restaurant management literature by identifying its tangible and intangible drivers and uncovering its outcomes in participation behaviour and word of mouth. By combining numerous factors and investigating the mediating function of affective satisfaction and based on the theory of Expectancy-Disconfirmation, this study adds to the theoretical understanding of what drives the affective satisfaction and word-of-mouth of casual dining restaurants’ customers.

This research examines the proposition that enhancing sustainable innovation can be particularly effective when the focus is on strategy, machine learning, and digitalization. The study specifically targets the complex interactions among strategic alignment (SA), sustainability-oriented innovation (SOI), and digital transformation (DT) within small and medium-sized enterprises (SMEs) in Saudi Arabia, particularly within the service sector. A moderated mediation framework was constructed to analyze the influence of SA on SOI, the mediating role of DT, and the moderating effect of strategic orientation (SO). Data were collected through structured surveys from 339 SMEs using a quantitative research design and a cross-sectional methodology. The partial least squares structural equation modeling (PLS-SEM) technique was employed to validate the proposed framework and hypotheses. The results indicate that SA significantly boosts SOI, with DT acting as a strong mediator in this connection. Furthermore, SO moderates the relationships between SA and SOI, SA and DT, and DT and SOI, highlighting its essential role in shaping the dynamics of sustainable innovation. These findings emphasize the necessity of aligning strategic initiatives with digital advancements to foster innovation that achieves a balance among economic, social, and environmental objectives. This study contributes to existing literature by filling the research gap regarding SOI and DT in Saudi SMEs and offers practical insights for SMEs facing sustainability challenges. Future research should delve deeper into digital technology configurations, industry-specific contexts, and cross-national applications to improve the applicability of these findings.