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The research aims to examine what service convenience factors drive customer satisfaction in travel websites from the perspective of older travelers, and if older travelers’ satisfaction enhances e-loyalty. Additionally, drawing on socioemotional selectivity theory, this study argues that the social presence in travel websites plays a significant moderating role in increasing older travelers’ satisfaction. To empirically verify the conceptual model, an online survey was conducted targeting older travelers aged over 50 in the USA who have purchased products via travel websites. The data from 308 older travelers were analyzed, and the results revealed four dimensions of service convenience positively influence satisfaction. Unexpectedly, access convenience and transaction convenience do not influence older travelers’ satisfaction. The older travelers’ satisfaction with travel websites has a positive impact on e-loyalty. Additionally, social presence amplifies the effect of post-purchase convenience on satisfaction. The current research makes a significant contribution to understanding older travelers’ perceptions and behaviors for using e-commerce service in the field of tourism and provides practitioners with effective ways to attract older travelers for sustainable management of travel websites.

In service industries such as restaurants, abusive customer (jay-customer) behaviors may evoke emotional exhaustion and burnout in frontline employees, threatening job satisfaction as well as sustainable management in the hospitality industry. Therefore, there is a need to identify whether (and to what degree) such customer behaviors stress frontline employees enough to affect their mental health, which may lead to employee turnover. To understand jay-customer behaviors in a restaurant setting, this study investigated the factors of jay-customer behaviors that induce job stress and decrease job satisfaction. Additionally, the moderating effect of empowerment was tested to see whether employee empowerment decreases the stress caused by jay-customer behaviors. Data collected from 302 restaurant employees from several cities in South Korea were analyzed using exploratory factor analysis and structural equation modeling. The study results demonstrate that three types of jay-customer behaviors (verbal abuse, physical abuse, and sexual harassment) are directly related to frontline employees’ job stress, which in turn, reduces job satisfaction. A moderating effect of empowerment on the relationship between verbal abuse and job stress is found. The results of this study suggest a conceptual model for understanding the process in which jay-customers negatively influence the frontline employees, threatening employee well-being, and they provide valuable implications for the restaurant industry, which can help develop strategies to improve employee welfare and provide better customer management.

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With tourism development in China, the influx of tourists in popular tourist attractions has become more frequent. However, space cannot accommodate such a large influx of tourists. Through empirical testing, this research identified 23 variables that influence the safety of tourists in crowded spaces. We divided 23 variables into three factors: pressure factors, state factors, and crowd management actions. Based on the data collected, this study proposes a system model that includes a feedback mechanism to evaluate the safety of highly aggregated tourist crowds (HATCs) and identify moments requiring security warnings. System simulation results showed that the safety level of HATCs presented a complex process of change in different situations. Thus, management can take corrective actions. We tested this model by simulating different crowding conditions and assessing the safety level of tourists. Different warning plans were proposed based on the simulated security level.

Tourism cooperation is an essential element for tourism development in China-ASEAN countries and has made a significant economic contribution to destinations. This study investigates the structure of tourism cooperation in China-ASEAN relations and identifies a set of factors that affect tourism cooperation from a network perspective. By employing social network analysis, the results indicate that the scale of cooperation is small, and the efficiency is not high, although the restrictions on cooperation between countries are reduced. The findings also indicate that differences in the political system, security, population density, and language can promote tourism cooperation, while differences in governance, income, and consumption level impede tourism cooperation. The research results may assist China-ASEAN countries to formulate tourism strategies suitable for international cooperation and national differences.

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