In the hospitality and tourism sectors, service robots have become increasingly adopted by companies to facilitate frontline service to reduce human labor, improve efficiency and provide better customer experience. In addition, the COVID-19 pandemic has intensified consumers’ demand for service robots to reduce human contact. To better understand the impact of service robots in the service sector, researchers have been examining user behavior of different technologies. While prior empirical studies have mainly focused on utilitarian-based acceptance models, other perspectives, such as the interpersonal relations, have been largely overlooked. With the ubiquitous of social media, people become connected but alone, leading to negative effects on interpersonal relations.

Technologies such as Artificial Intelligence (AI) or Robotics are emerging as a new way of improving services, readjusting and impacting all business industries and relationships among people (Loureiro et al., 2021; Makridakis, 2017; Mingotto et al., 2020). The hospitality industry is no exception to this (Mingotto et al., 2020) since a quick growth in the use of robots and AI in this industry has been seen, registering a turnover of 249 million U.S. dollars (International Federation of Robots, 2021). This demonstrates that these technologies have a huge potential to grow, being relevant to deeply study them. Since very few of the existing studies highlight the robot-human interactions, further studies on the enhancement of human well-being through transhumanistic technologies, close relationship marketing capabilities, and the evolution of the engagement process between humans and AI-enabled machines are needed (Loureiro et al., 2021). To address the existing gaps and consider Susan Fournier’s (1998) study on customer-brand relationships, the main goal of this study is to find support for this researcher by associating customer-brand relationship studies with a customer-robot relationship. It also aims to understand individuals’ attitudes towards different types of social robots and the relationship process between social robots and humans, in the hospitality industry, and the influence of identification in the creation of attachment, connection, and commitment. The possible contributions of the customer-robot emotional relationship on customers’ feelings of wellness were also studied.

Voice assistance (VA) has been widely adopted in the tourism and hospitality industry to interact and communicate with tourists and provide useful travel recommendations. Although more companies in tourism have adopted environmental sustainability practices and tourists have increased their sustainability awareness, lack of research has been conducted to investigate the effectiveness of VA in promoting sustainable consumption of tourism products or services. This study proposes that customising environmental sustainability messages for tourists with different cultural orientations and VA use purposes can enhance their engagement with the VA, which can affect their consumption decision. The results from a scenario-based experiment demonstrate that tourists with interdependent/independent cultural orientation have higher engagement with the environmental sustainability messages communicated by the VA when they are with a non-transactional/transactional purpose. Implications for tourism marketing strategies are discussed.

Few species on this planet partake in sex for recreational purposes and humans are one of them. What is noteworthy is that humans are the only species with the capability to develop advanced technologies to satiate the need for recreational sex. At present, there are massive advances in technologies in robotics that would suggest that it will not be long before sex work will be robotised. This large jump in technological capabilities brings up ethical, legal, and practical issues with regards to the commercialization of sex, something previously explored by some scholars (See, for example; Döring, Mohseni & Walter,2020; Mackenzie, 2016; Makenzie, 2018; Klein & Lin, 2018). There is a growing literature that deals with how sex robots will be incorporated into the tourism and hospitality industries (see, for example; Yeoman & Mars, 2012). As sex robots become increasingly sophisticated, the ethics, social debate, and practicalities of their incorporation into society will have to be thought through, especially as their impact will not be gender neutral. While the historical roots of the modern mechanization of sex were gynocentric, the current technological innovations are largely aimed at a male consumer. In this research, the authors discuss the state of the art in sex robots, the practical aspects of the incorporation of sex robots into the field of hospitality and tourism, and the impact that such a technological jump will have upon sex tourism and its contribution to the sustainable development of destinations with a transformation of sex tourism into a new paradigm. The authors will conclude explaining the ways in which this technological innovation will impact upon males and females and the interactions between the genders, transforming human connections and hospitality. This research will be the first to discuss how the digital aspects of the new generation of sex robots will impact upon the marketing of automated sex services, since the intimate nature of the supply of services will require marketing finesse unlike other more openly disseminated hospitality services.

Brand resonance plays a crucial role in customer relationship management and the development of brand equity between customers and the brand. Therefore, effective methods for promoting customers’ brand resonance are critical in the hospitality industry for gaining competitive advantages and establishing sustainable management strategies. The purpose of this research was to investigate the relationships among brand coolness, customer inspiration, and brand resonance in the hospitality industry, as well as the mediating influence of customer inspiration. A total of 451 customers from 25 well-known brand restaurants in Taiwan returned questionnaires. These restaurants are recommended by TripAdvisor and had elements of coolness indicated in the customer reviews. Among the 451 participants, 260 (57.6%) were female and 191 (42.4%) were male; 344 (76.3%) were unmarried; 279 (61.9%) had received a college-degree certificate or above; and most were 21 to 30 years old (36.6%). The results revealed that brand coolness positively affected customer inspiration and brand resonance and that customer inspiration positively affected brand resonance. Furthermore, customer inspiration mediated the relationship between brand coolness and brand resonance. The study contributes to the hospitality literature of brand resonance. These findings can apply for the practice of brand management and customer relationship management in the hospitality industry.

Since the impact of COVID-19, the tourism and hospitality (T&H) practitioners have become increasingly aware of the crucial role of technology. The metaverse, which combines multiple emerging technologies, has become a hot topic that can take customers' experience in T&H to the next level. Previous research has already indicated that industrial practitioners should begin to consider business transformation to face the era of the metaverse. The metaverse is a continuum from the digital worlds to the physical worlds, with the convergence of physical and virtual worlds in the middle. Digital worlds include mirror worlds that simulate and reflect the real world and the virtual native, an innovative digital world. The digital twin has been mentioned as being created for destinations, hotels, and resorts, relying on the internet of things (IoT) as a crucial component of metaverse technology. However, previous studies have rarely explored the role of the IoT in the metaverse, particularly for T&H customers' metaverse experience. Therefore, this study aims to explore the role of the IoT in customers' metaverse experience in T&H and provide a clear picture for industrial practitioners to take steps into the metaverse. Exploratory research was adopted, including document analysis, literature review, and in-depth interviews with twelve international metaverse-related company experts. Moreover, this research adopted the thematic analysis technique to analyze the data; the theoretical bases include the Task-Technology Fit (TTF) and the components of metaverse as the lens and framework to develop this research. The findings uncovered three scenes of T&H metaverse experiences, including mirror scenes (that reflect the physical and real world in the digital worlds), convergent scenes (that combine the digital and real worlds), and virtual native scenes (that mainly create a whole new virtual scene but still connect to the real world). All of these scenes require IoT to connect the physical world and digital at different levels. Such as, mirror scenes strongly need digital twin techniques through IoT to enhance the authenticity and synchronicity of digital hotels or attractions to immerse guests. Under a convergent scene, connecting via IoT devices to display visitors' paths in the attractions simultaneously or a message board with IoT functionality for users’ social interactions simultaneously. In a virtual native museum, even though users stay in a whole new virtual world, IoT techniques can transfer users from the real world to the virtual world and make them feel physically present. The results provide practical implementations to integrate the IoT into T&H, increasing customers' metaverse experience and enhancing the creative and innovative aspects of the T&H experience.

Customer value co-creation behavior (CVCB) has been regarded as a strong predictor of firm performance in many industries for decades. CVCB—the customer’s direct and indirect contribution of resources to enhance the offering of the focal agent/object—is ubiquitous in service industries. Recently, customer engagement has been identified as a determinant of the value realized by customers and businesses. Customer psychological engagement (CPEngagement) is a multidimensional customer-firm relationship marked by customer satisfaction and emotional connectedness to the firm. Although there is concurrence that customer engagement and CVCB are linked, scholars diverge as to the precise nature of the relationship. Marketing and hospitality literature have not yet developed an integrated model of customer engagement with the digital and physical components of hospitality services. Given the increasing managerial interest in digital customer engagement and value co-creation behaviors, it is essential to enhance our understanding of the interplay between these concepts and their implications for both consumers and businesses. This research investigates the relationship between CPEngagement and value co-creation in the digital and physical aspects of hospitality services.

The extensive application of robots in hospitality and tourism service has transformed the original human-contact into contact-less, so it is necessary to understand the transformation of customers consumption behaviors under this new service mode. While studies have started investigating how service robots enhance the consumer autonomy, the impact of such technology on customers consumption behaviors remains largely unexplored and its underlying mechanism are still unclear. To address this issue, we explore how service robots shape customers autonomous behaviors in hospitality and tourism services. Drawing on the social impact theory, we presented an underlying process in terms of social discomfort, and reveal the boundary conditions.

As digital technology becomes more prevalent in today’s business environment and interest in digital trust rises, restaurants need to identify whether and how their mobile apps enhance the customer experience, and what features of the apps can strengthen customers’ attachment to them. However, few studies have examined the role of restaurant mobile apps as a catalyst for building customer loyalty. Considering restaurant mobile apps as a means to build a trustworthy relationship between customers and restaurants, this study develops and validates a research framework to measure digital trust between restaurants and customers through restaurant mobile apps. Specifically, due to the lack of measurement constructs for digital trust, a reliable and valid set of measurements that can explain digital trust in relation to restaurant mobile apps is developed and the effects of mobile apps’ digital trust on customers’ trust in a restaurant brand, overall experience, and their continued use intention are assessed.

하와이는 깨끗한 휴양지와 현대적 경관이 어우러진 세계적인 관광지로 써 많은 여행객들의 발걸음을 이끌어왔다. 이뿐 아니라 19세기 중반 이 후 사탕수수 산업의 호황으로 가속화되어온 세계 여러 지역으로부터의 하와이로의 노동이주 물결은 동서문명 조우의 공간이자 다문화주의의 중 심지로서의 발전을 추동케 했다. 이처럼 하와이는 주민들의 상대에 대한 포용과 이해를 바탕으로 한 환대정신과 하와이 관광 산업의 중심축을 구 성하는 환대산업과 더불어 하와이 특유의 문화다양성이 잘 어우러져 세 계적인 환대도시로서의 입지를 공고히 해 왔다. 본 연구는 이러한 하와 이의 관광·다문화를 중심으로 한 환대성의 이면에 교묘한 군사주의와 식 민주의로 대변되는 적대성이 존재한다는 사실을 비판적으로 성찰하였다. 미국은 1893년 하와이를 점령하였으며, 1941년 진주만 피습 이후 이 사 건을 하와이 역사의 중추적 내러티브로 재구성하며 진주만, 특히 USS Arizona 기념관이 하와이의 주력 관광상품으로 발돋움하게 되었다. 이를 통해 그 이면에 은폐된 미국의 군사주의와 원주민의 주권 상실의 역사를 교묘하게 감추어왔다. 또한 본 연구는 하와이를 표상하는 다문화주의의 배경을 환태평양 지역의 제국주의와 식민주의적 맥락에서 고찰하였다. 하와이 왕국을 전복시킨 미국 본토에서 넘어온 백인들은 하와이 사탕수 수 산업을 장악하였고, 이에 따라 값싼 아시아계 노동이민자들의 원활한 정착을 위해 다문화주의를 의도적으로 전파한 정착형 식민주의를 주목할 필요가 있다.

코로나19 팬데믹의 상황으로 인해 온 세상이 아픔으로 가득 차있다. 이 글은 오늘날처럼 상처가 만연한 시대에 적합한 교회의 선교로서 ‘치유를 지향하는 환대’의 사역을 제안한다. 이 글은 이야기적 접근이 선교신학에 어떤 가치가 있는지를 먼저 살핀 후, 본인이 직접 경험한 두 개의 이야기를 제시한다. 이 이야기들은 어떻게 상처입음의 경험이 환대를 통해서 치유적 경험으로 변화되었는지, 그리고 이 ‘치유를 지향하는 환대’의 경험이 또 다른 아픔을 감싸는 환대의 선교적 실천으로 이어질 수 있는지를 설명한다. 이 글은 ‘치유를 지향하는 환대’를 오늘날 선교적 소명으로 실천하기 위해서 먼저 이론적 접근을 시도하였고, 이어서 다음의 3가지를 제시한다. 첫째, 교회는 오늘날의 극심한 깨어짐의 고통을 호소하는 자들에게 환대의 공간을 제공해야 하며, 둘째, 환대의 사역이 치유를 일으키기 위해서는 신학의 역할을 통한 공동체적 성경해석의 과정이 필요하며, 셋째로, ‘치유를 지향하는 환대’가 새로운 타인과 공동체를 향해 이어지기 위해서는 환대의 선교적 차원을 인식해야 한다.

전 세계적인 현황과, 인구 대비로 볼 때에 한국에 유입된 난민의 수와 난민 허용률이 높지 않음에도 불구하고 한국 사회는 최근 수년간 유럽의 난민 위기에 버금가는 반목과 혼란을 경험하였다. 2018년 제주도에 입도한 예멘 난민들로 인해 촉발된 이러한 현상은 부정확한 정보와 지식에 근거한 이슬람 공포증(이슬라모포비아)에 외국인 혐오 증(제노포비아)이 더해진 반 난민 정서에 기인한다. 이것은 그간의 한국의 기독교인들이 다수의 무슬림들을 포함한 미전도종족을 향해 보여주었던 선교적 열정과 모순될 뿐만 아니라 십자가를 통하여 온 인류를 환대한 그리스도의 정신과도 위배되는 모습이다. 기독교인들이 무슬림 난민들을 위한 자리를 내어주는 것에 실패한다면 그것은 우리를 위한 자리를 내어준 그리스도의 십자가를 부인하는 것이다. 삶의 자리 를 내어주는 환대만이 십자가를 불필요하고 부도덕한 우상으로 거부하 는 무슬림들에게 그리스도의 십자가를 확증하는 길이며 그것은 언제나 말로만이 아니라 삶을 통하여 이루어져야 하는 것이다.

본고는 『남윤전』과 『최척전』을 중심으로 전쟁으로 인해 공동체가 해체되어 해외를 유랑하는 과정에서 나타나는 타자와의 연대 양상과 그것의 바탕이 되는 환대의 종교적 상상력에 관해 논의한다. 『남윤전』에서는 전쟁으로 인해 해체된 공동체가 ‘동질성의 연대’를 바탕으로 복원되는 모습이 나타난다. 그리고 남윤은 포로 생활 과정에서 ‘조건적 환대’를 경험한다. 이 과정에서 노승의 언어로 형상 화되는 종교적 계시는 남윤에게 전쟁 중 만난 타자에 대한 존재적 동일성을 확인시켜준다. 『남윤전』에서는 종교적 계시를 통해 환대하는 자와 환대받는 자 사이의 동질성을 확인해주는 과정에서 환대에 대한 상상력이 나타난다. 이에 반해 『최척전』에서는 전쟁으로 인해 해체된 공동체가 ‘다름의 연대’를 바탕으로 확장되는 모습이 나타난다. 그리고 최척과 옥영은 전쟁으로 인해 유랑하는 과정에서 고난의 운명을 공유하는 사람들 사이의 ‘무조건적 환대’를 경험한다. 이 과정에서 장육금불의 목소리로 형상화되는 종교적 계시는 삶에 대한 실존적 의지적 메시지를 소통한다. 그리고 삶을 매개로 환대하는 자와 환대받는 자 사이의 공감과 연민의 관계를 형성하게 하는 과정에서 환대에 대한 상상력을 보여준다.

이 글은 이주와 난민에 관한 신학화 작업을 글로컬 교회들의 시급한 과제로 인식하고, 이에 대해 쏟아지고 있는 사회학적, 정치 문화적 접근을 넘어서서 타인의 자리에 쉽게 놓여 진 이민자들과 난민들에게 접근하기 위한 이주와 난민에 관한 선교 신학적 작업이다. 그루디 (Daniel G. Groody)1)가 이주와 난민 신학을 세우기 위해 다루는 극복해야 할 우리의 장벽들은 넷으로 구분되는데, 하나님의 형상 (Imago Dei), 하나님의 말씀(Verbum Dei), 하나님의 선교(Missio Dei), 하나님의 관점(Visio Dei)이며 이에 더해 필자는 사우어(Christof Sauer)가 다룬 하나님의 긍휼(Compassio Dei)이란 관점을 제시했다. ‘이주와 난민 신학’의 다섯 가지 관점은 메타포(Metaphor)로 서 환대적 선교의 실천을 해나가는데 있어서 특별히 한국 교회가 ‘하나 님의 선교적 차원에서 ’선교적 교회’의 모델을 세우는 데에도 도움이 될 것으로 보인다. 최근 교회들의 중대한 과제로 인식되는 디아스포라 선교적 틀이, 다문화 사회로 진입한 한국사회 안에서 교회들의 목회적 관심의 실천 안에서 뿐 아니라, 이민자와 난민들을 품고 껴안을 수 있는 21세기 상황에 적합하고, 응답적인 ‘신학적 논의’ 안에서 더욱 꽃필 것을 기대한다.

The global luxury travel market is in a constant state of flux, and traditional players have to adapt to the rising challenges in various areas of their business model. As new players emerge, using technology and the global reach of the Internet and social media to reach out to a discerning group of travelers, they speak to the changing expectations and behavior of international consumers. Our study will shed light on these consumption and travel patterns, on ways new disruptors in the field of luxury hospitality successfully differentiate themselves from their more traditional competitors and on the implications this will have on the business models of five-star hotels in Switzerland. While limited in scope, this study will provide insight relevant to academics and professionals in the field of luxury hospitality.

Background In this research, we want to explore the role of experiential marketing in improving patients’ satisfaction through valuable hospitality management in hospital experiences. The impact of three experiential marketing dimensions on overall Satisfaction is assessed: Physical Environment, Empowerment & Dignity and Patient-Doctor Relationship. Methods 259 structured interviews were performed with patients in private and public hospitals across Italy. The research methodology is based in testing mediation and moderation effects of the selected variables. Results The study shows that: • perceived quality of Physical Environment has a positive impact on patient’s overall Satisfaction; • perceived quality of Empowerment & Dignity and perceived quality of Patient-Doctor Relationship partially mediate this relationship; • educational level is the only relevant moderator in the relationship between perceived quality of Patient-Doctor Relationship and overall Satisfaction. Conclusions: Physical Environment items are enablers of both Empowerment & Dignity and Patient – Doctor Relationship and play a significant role in offering a strong value proposition to patients. Designing a hospital, beyond technical requirements that modern medicine demands and functional relationships between different medical departments means dealing with issues like the anxiety of the patient, the stressful working environment for the hospital staff and the need to build a sustainable and healing building.

Introduction Due to fierce competition in the marketplace, globalization and an explosion of technology in recent years, innovation and differentiation are considered as a necessity for every company (Tajeddini & Trueman, 2008a). At the same time, to achieve market success and sustain a competitive advantage, businesses need to exploit new opportunities, develop new products and/or services and markets (Berthon, McHulbert, & Pitt, 2004) as well as place customer orientation at the heart of the firm’s competitiveness (Deshpande, Farley, & Webster, 1993). Hospitality entrepreneurship is a pivotal factor in the development and growth of many national economies (Hospitality Standards Institute, 2012), and in Taiwan, a significant proportion of hospitality businesses are small owner-operated outlets (). Therefore, understanding the nature of, and challenges faced by hospitality entrepreneurs is an important issue for researchers, as well as current and future entrepreneurs, financial institutions, local authorities, and government. This article reports on an exploratory study of qualitative data collected through open-ended questions, understanding of the many factors influencing entrepreneurs to start their businesses. Literature As noted by Middleton (2001), small businesses form a seedbed for the entrepreneurial and enterprise culture on which much of the profit and employment prospects of big businesses ultimately depend. This observation clearly indicates the difference between small business owners and entrepreneurs. But although support for this viewpoint in the literature is universal, some researchers do not draw such a fine line between the two terms when discussing related issues; also, studies of small business firms are usually found in the entrepreneurship literature, where sometimes the two terms are used interchangeably. The existing entrepreneurship literature shows that several critical factors influence the birth and growth of start-up firms. These factors include both macro-level environmental and micro-level, or personal level, forces. Studies focusing on the former often examine the influence of politics, culture, society, economics, competition, and demographics on a person’s decision to start or grow a new business in a specific setting; this in turn can take place at different levels, such as the company, city, region, or nation (Jogartnam, 2002; Ramos-Rodriguez et al., 2012). Studies on the latter investigate the influence of personal characteristics, such as subculture, social factors (e.g., role, status, reference group), personal factors (e.g., age, gender, education, life cycle, personality, self-perception, lifestyles, values), and psychological factors (e.g., motives, beliefs, attitudes, perceptions, learning, risk-taking propensity, etc. (Littunen, 2000; Ramos-Rodriguez et al., 2012). This study adopted Chen and Elston’s (2013) entrepreneurial activity model for classifying and modeling these factors affecting firm start-ups and growth. Fig. 1 captures this process and highlights the critical factors influencing the entrepreneurial process and their various relationships. In this model, the macro-environment mix influences not only a person’s personal characteristics but also this person’s entrepreneurial process. These personal characteristics in turn also influence the entrepreneurial process. The research methodology was conducted with qualitative research method. Firstly, we interviewed the experts with regard to this industry, and then used content analysis for the interview records. After the in-depth interviews, a grounded theory was adopted to analyze the interview data with repeated coding and reading, and then innovative entrepreneurship were coded into fundamental categories with diverse descriptions (Corbin & Strauss, 1990). These descriptions represent the idea and meaning squeeze from the transcripts of interview. As for the research reliability, we read the biographies of participants and collect relative information such as their provided books, documents and reports from the news. To guarantee the validity of this study, we also improve the research content with researchers’ interview and reflection notes. Those notes were observation on innovative entrepreneurship process in this study. Therefore, these systematic methods could conclude a theory for a specific phenomenon (Hsieh & Shannon, 2005). Results The results of our qualitative analysis demonstrated the opinions of experts with regard to innovative entrepreneurship in hotel industry. Based on Chen and Elston’s (2013) entrepreneurial activity model, the characteristics of each concept were grounded with four dimensions: (1) Macro-environment mix (2) Personal characteristics (3) Entrepreneurial Proces (4) Major entrepreneurial outcome. The experts’ critical viewpoints are also presented by typical quotations. (1) Macro-environment mix ● Shifting Market “Now the entire consumer market is shifting, everyone booking via the internet.”(sample 1) “When you book a hotel or a flight, people like the price competition. So you may have to spend a lot of time.” (sample 9) ● The old technology “We are still using the technology more than a decade ago. Taiwan is still running the hotel in a very traditional way. It is when I open a hotel , I am looking for some people, and then ... I think I will make money. In fact, a lot of know how they do not know.”(sample 1) ● Price competition “We think the outbound market has entered the Red Sea. The inbound market has not been fully developed and has potential for development. Therefore, we would not like to see the inbound market enter the price competition.” (sample 6) ● Want Taiwan to be seen “Taiwan's B & B are really world-class highlights in tourism industry.”(DEAR BNB) ● Make up the industrial gap “We think Taiwan needs a brand new high-quality hotel and lodging platform and we did it.” (sample 3) “I think what we do is very traditional! Just fill the gap by using the resources we have integrated with the method we want.” (sample 4) (2) Personal characteristics ● Personal interest “I like traveling, I like going abroad, I like to fly.”(sample 8) “This is my hobby, I also like to interact with people.” (sample 4) ● Doing what I want to do “I just want to do what I want to do.”(sample 8) “I like the Internet and marketing but don’t like to do engineer. “(sample 7) ● Apply own expertise “Using my own technology and see the market demand gap, hoping to help Taiwan's lodging industry can be transformed, technology upgrades, do not have to monopolize by the traditional manufacturers.” (sample 1) “I study hospitality and work for a year in Taipei Evergreen Hotel, and later went to Vancouver to study hotel management. To start a new venture also an ultimate goal of our depasample 6ent, so I think it must be done.” (sample 2) ● Personal life experience “I think creation needs inspiration, inspiration comes from life experience. Entrepreneurship will not have nothing, what you have to do today, it must have some relationship with your past life experience.” (sample 3) (3) Entrepreneurial Process ● Self-finaning “I did not find someone or looking for funds.” (sample 4) “I have a deposit of 20 years, our funds are wholly-owned. We do not borrow money from banks nor fundraising or venture capital.” (sample 5) ● Related connections “Originally, my good friend who knew about the lodging industry. You are ready, and then meet the right people, and then a good time point enter into the right market.” (sample 1) “When talent comes in, they will recommend people who have such abilities and values. Therefore, we have not publicly recruited R & D people.” (sample 4) ● Try and error “In the beginning, we don’t seriously think about our business model. Through more case, we revise our business model.”(sample 6) “After my trip, I wanted to start a business. At that time, I did not have many ideas, so I did a lot of work to find directions.” (sample 7) ● Find the right shareholder “Shareholders are important. When finding shareholders, his resources and skills are very important. I want more than his money.” (sample 2) ● Play a consultant role “We are selling our ideas, as well as selling our resources, experience so a bit like a consultant's role.” (sample 7) (4) Major entrepreneurial outcome ● Change the industry ecology “We have successfully changed some of the airline's mind, we have changed the hotel's promotional model and have changed an ecological.”(sample 8) ” The core of entrepreneurship is to "re-establish an ecosystem".(sample 5) ● Tourism industry knowledge education and personnel training of think tanks “We want to make domain knowledge, know-how in tourism industry can be extracted, shared, and can be taught textbook.” (smaple 6) ● Package Form a network and provide a unique package “In addition to the network, we hope to the forming some unique service package.” (sample 5) “Our three companies are different areas and require different skills. In the future, we would integrate them.” (sample 7) Discussion and conclusions This study examined the innovative entrepreneurship with start up in the hotel industry. Using content analysis method to access the research conclusions, the four key components of entrepreneurial activity: Macro-environment mix, personal characteristics, entrepreneurial process and major entrepreneurial outcome (Chen and Elston, 2013) were adopted to set up a theoretical framework. The results of our research were provided through a systematic approach to interpret and summarize experts’ professional opinions. These data were collected by in-depth and semi-structured interviews which give participants opportunities to express their opinions based on their experience in innovative entrepreneurship of hospitality. Meanwhile, the concepts of experts’ comprehensions were written into different characteristics with logical explanations. Most important of all, our research contributes to the entrepreneurship literature. Though some previous studies have discussed Chen and Elston’s (2013) entrepreneurial activity model, none of them tried to integrate this perspective with start up company in hotel industry. Therefore, the results of this study filled the gap between theory and practice, and provide a distinct example for future innovative entrepreneurship research in hospitality. To sum up, as most previous research focus on theoretical or practical perspective to interpret entrepreneurship, the result of this research further contribute the development of innovative entrepreneurship especially in start up. These findings offered essential framework and required knowledge of strategies for current and future trends in this field.

The customer engagement construct has been widely investigated in the marketing literature since 2005. Scholars in hospitality and tourism have perceived the importance of this construct and tried to propose both conceptual framework (e.g., So, King, Sparks, & Wang, 2016) and measurement scale to capture this phenomena (e.g., So, King, & Sparks, 2014). However, there is no consensus in many issues such as conceptualization (Dijkmans, Kerkhof, & Beukeboom, 2015) and dimensionality (Romero, 2017). In addition, this construct is relatively new in hospitality and tourism. Hence, the direction for future research and what has been done in the past are indispensable for researchers since it reduces research fragmentations in the future. The study aim is to use existing works in hospitality and tourism literature with the systematic literature review to summarize facts and address the future research. SCOPUS and ISI were employed as the main databases to search and identify the relevant articles. A total of 19 out of 590 documents was identified and selected to analyze and classify based on types of research, country, and journal. In addition, the issues of theoretical background, conceptual framework, conceptualization, dimensionality, statistical analysis, key contributors are summarized respectively. Finally, this study addresses the scope of potential future research in a realm of hospitality and tourism.