Despite the growing interest and discussions on Virtual Reality (VR) and Augmented Reality (AR) in tourism, we do not yet know systematically, the knowledge that has been built from academic papers on VR and AR in tourism; if and how VR and AR research intersect, the methodologies used to research VR and AR in tourism, and the emerging contexts in which VR and AR have surfaced in tourism research. By conducting a systematic literature review on VR/AR research in tourism, this work seeks to answer five main research questions: (1) Which tourism sectors and contexts have VR and AR research emerged in?; (2) Which forms of VR and AR have garnered the most attention in tourism research?; (3 & 4) What methodologies/theories are being utilised to research VR and AR in tourism?; and (5) What are the research gaps in VR and AR tourism research? From a synthesis of 46 manuscripts, marketing and tourism education emerged as the most common contexts. However, issues with heterogeneity appeared in terminology usage alongside a lack of theory-based research in VR and AR. Also, gaps were identified where challenges identified revolved around awareness of the technology, usability, and time commitment.

Resonating with a growing sense of uncertainty recently, an increasing number of studies have been dedicated to travel risk because risk and tourism are intrinsically connected. However, existing tourism risk literature was criticized for lacking theoretical foundations, which has resulted in fragmented understandings, including contradictory opinions regarding the effect of gender on risk perception. In response to these criticisms, this study systematically investigates tourism risk literature from a gender perspective, with an aim to map out what is known about the gendered travel risk and what needs to be explored further. The review findings suggest that a majority of existing risk and gender studies have prioritized the experience of Western travelers. The findings indicate a lack of a gender-and risk-focused investigation and theoretical framework, and a dearth of an interpretive and reflexive approach. A plethora of evidence of gender difference in tourist risk experience has been identified.

In a post-COVID landscape, building interest and evoking positive emotions toward tourism products are vital for destination recovery. As a result, interest and opportunity for the use of immersive technologies such as virtual reality (VR) for tourism marketing has intensified. Despite the ubiquity of presence as a concept in VR research, exploring and adapting presence for tourism marketing remains in infancy. In particular, there is still limited understanding of the importance and interplay of the determinants of presence. Through a critical review of presence research in ICT, education, psychology, psychiatry, marketing, and tourism, this paper establishes a comprehensive conceptual framework (named PEI framework) encompassing the determinants (immersion, engagement, sensory fidelity) and consequences of presence (P) on emotional response (E) and behavioural intention (I). This paper also found that presence research remains a disparate body of work. Frameworks and measures from which to bridge disciplines and contexts remain nascent. The interplay between presence determinants and their effects on emotional response, shown to be contextdependant in this review of presence VR research, has yet to be tested or theorized in tourism research. Suggestions for advancing the framework, both context and method-wise, are made for future VR research.

Purpose -Given the importance of negative word of mouth and growing number of hotel customers who leave their complaints on the web, the purpose of this paper is to investigate the complaints posted by guests who have stayed at luxury hotels in Kuala Lumpur, Malaysia. Design/methodology/approach -The dataset for this paper is a compilation of hotel reviews collected from TripAdvisor between November 2010 and January 2011. A thematic analysis was used in order to identify emergent themes from the dataset, which were explored and discussed in relation to the existing literature on complaining behavior as well as the aims of the study. The six phases of analysis outlined in the relevant literature was used to guide data analysis. Findings -Analysis of the 320 scripts produced a total of 1,453 different incidents. Results of the analysis produced 54 different themes. A frequency analysis conducted to rank these 54 themes in terms of how frequently they are stated. Some of the extracted themes and their frequency from the most significant to least are as follows; "rooms", "arrogant and/or clueless staff" and "failure to respond". Practical implications -Rooms as the setting of the accommodation services, received the highest number of complaints from the luxury hotel guests, and suggest that Malaysian hoteliers should focus on the basics of accommodation and provide tangible quality factors. Moreover, the findings of the analysis suggest that the luxury hotels are suffering from service failures caused by inexperienced, unprofessional, misbehaving staff, which calls for strong recruitment, training and continuous improvement on the hoteliers' part. The findings highlight some important measures that hoteliers can use as guidelines to further improve their service offerings. Originality/value -Customers who share dissatisfying experiences and disseminate negative word-of-mouth have been a significant challenge for companies who under-deliver. This problem is more of a major concern today with the aid of technology and the speed of internet. Despite the increasing importance, comparatively little has been written on how guests use the internet to share their experiences.

Vacation needs and the family decision-making processes are well researched in tourism. However, the role and influence of young children on parents' hotel choice remains sparsely researched in the context of Asian families. This study, hence, examines parents' choice criteria of resort hotels when holidaying with young children. Fifteen in-depth interviews with parents in Malaysia revealed five main themes: travel distance, quality of interactions, child-friendly amenities, safety, and family-oriented programs. Findings point to the importance of providing specific hotel amenities and services such as baby toilet seats and bottle warmers to create a satisfactory holiday experience. Findings also demonstrate how resorts can add to family quality-of-life by encouraging parent-child interactions through family-oriented activities. In this way, resort hotels are building social capital. Marketing and managerial implications for family-oriented resorts in Malaysia are offered.

This study investigates tourists' risk perception towards a risky destination. The eastern coast of Sabah, Malaysia was chosen as the study site for its recent high-risk status as a result of a series of abductions and political turmoil. Using t-test and partial least squares-structural equation modelling analysis, the impacts of travel experience, prior experience with risk, travel motivation, novelty preference, gender, age, and nationality on tourists' risk perception were examined. The results of this study indicate that tourists do perceive Sabah's eastern coast to be high risk but this negative perception of Sabah's eastern coast as a marine destination does not affect their perception of other coastal areas in Malaysia -tourists remain optimistic of other coastal areas within Malaysia. The effects of various determinants on risk perception are reported. The study has provided timely analysis and implications to the tourism industry in Sabah, which can also serve as a reference to destinations with similar risk background.

The study investigates the relationship between the three components of perceived quality (service quality, food quality, and restaurant atmospherics), positive emotions, and behavioral intentions. By testing competing structural models on a sample of international tourists to casual dining restaurants on the French Riviera, we found that positive emotions have a strong influence on behavioral intentions. Competing paths between service quality, food quality, and restaurant atmospherics with positive emotions were found. The results hold important theoretical and managerial implications for service providers and encouraging international visitors to revisit and recommend restaurants on the French Riviera.

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