Gus Guanrong Liu

• The University of Queensland

Amidst growing emphasis on sustainability in the hotel industry, hotels are increasingly adopting sustainable practices. This trend extends to online platforms, where hotels showcase their sustainability labels as a form of advanced Corporate Social Responsibility (CSR). Such CSR communication is crucially influenced by how customers perceive the c...

Eco-gamification is increasingly recognized as a promising approach to address critical environmental challenges and support the achievement of Sustainable Development Goals (SDGs) of ‘net zero’ emissions and neutrality in land degradation by 2050. However, sustaining long-term engagement remains a challenge, which may be due to the insufficient in...

The commodification of mobile devices and penetration of high-speed Internet continue to make social media an ideal platform for businesses to reach consumers. Despite ample studies have been conducted to understand the factors that affect social media marketing effectiveness, the specific nature of tourism and hospitality products (i.e., highly ex...

Personalized recommendation algorithms inadvertently foster “filter bubbles,” wherein consumers are predominantly exposed to information that aligns with their existing preferences, limiting their exposure to novel items. This phenomenon raises ethical concerns regarding consumer well‐being, as it potentially compromises the quality of consumption...

In an era marked by the rapid growth of digital media and increasingly limited attention spans, advertisements employing minimalist aesthetics have emerged as a compelling approach. Yet, the specific conditions under which consumers favor minimalist ads remain underexplored. Through a comprehensive series of studies, including a field study and fiv...

There are criticisms that the hospitality industry has lost its human touch as a competitive edge. While previous studies have examined how high-touch customer experiences should be provided, their recommendations are often related to humanizing service employees and technologies. It remains unclear how human touch should be better leveraged and in...

Incorporating diversity, equity, and inclusivity often leads tourism brands to support stigmatized groups, yet tourists may perceive these groups negatively and avoid these brands. Drawing from one field study on the Facebook Ad platform and two experimental studies, we find that brand avoidance among tourists is reduced when tourism brands adopt A...

Purpose-This paper aims to synthesize the evolving research of human-robot interaction (HRI) in the hospitality and tourism industry, identifying gaps and setting directions for future research. Design/methodology/approach-Using a mixed-method approach, the study combines inductive co-citation analysis with deductive theory-context-characteristics...

Empowered by artificial intelligence (AI), luxury tourism and hospitality brands are increasingly using personalized recommendations as a novel approach to engage customers in the pre-purchase phase. While considerable research exists on customers’ post-purchase responses to luxury tourism products, their psychological states driven by personalized...

Personalized recommendations based on personal information enhance travelers’ experiences but raise privacy concerns. The inherent uncertainty in tourism, where travelers cannot fully visualize their destination choices and frequently alter their plans, leads to highly variable and complex travel decisions. This complexity poses a challenge for int...

The application of conversational agents empowered by artificial intelligence (AI) is becoming more common among tourism and hospitality businesses. Past research on AI has mostly investigated embodied robots rather than disembodied conversational agents. This study investigates the determinants of customers’ intention to reuse chatbots through int...

The world faces severe environmental challenges, prompting the United Nations (UN) to target neutrality of net-zero emissions and land degradation through the SDGs. Ecogamification offers a potential solution, but the existing literature has not thoroughly examined the collaborative dynamics among key stakeholders within these platforms. This resea...

Although the pandemic has come to an end, the value proposition for customers has significantly changed due to the transformation of services within the hospitality industry. During the pandemic, the industry adopted transformative services such as enhanced hygiene practices, contactless technologies, and health-related precautions to maintain oper...

This study aims to unearth potential customers' affective processing of live-streaming tourism advertisements by investigating the impact of two unprocessed emotions on destination visit intention. In particular, this study will adopt a mixed method where psychophysiological techniques will be used to test the unprocessed emotions while a self-repo...

The application of conversational agents empowered by artificial intelligence (AI) is becoming more common among tourism and hospitality businesses. Past research on AI has mostly investigated embodied robots rather than disembodied conversational agents. This study investigates the determinants of customers’ intention to reuse chatbots through int...

What affects customer adoption of self-service technology (SST) has been one of the major concerns for hospitality businesses which continue to invest on SST. This paper explores how the combination of task-technology fit (TTF) theory and social cognitive theory (SCT) may provide an innovative theoretical framework to explain factors affecting cust...

Presence theory acts as an essential role of online behaviors in cyberspace. However, much uncertainty still exists concerning presence-based concepts in social media hotel marketing context. This study investigates the impact of telepresence and social presence on purchase intention through trust. The model was tested by structural equation modeli...