Woo Gon Kim

Climate change has caused severe disruption worldwide in the tourism and hospitality industry, destroying natural attractions, damaging infrastructure, and reducing destination appeal. In response, organizations have worked to implement sustainable practices. Green human resource management practices are strategies for organizations to ensure sustainable business performance and achieve competitive advantage. This study responds to the need to examine the impact of green human resource management concepts on sustainable business performance by examining the moderating role of corporate social responsibility. First, this study contributes to the field by exploring the association of GHRM practices with the triple bottom line, which refers to the combined relationship of economic performance, social performance, and environmental performance. Second, this study explores the mediating impact of green innovation on the relationship between GHRM and sustainable business performance. Third, the moderating role of corporate social responsibility on green innovation and sustainable business performance is examined.

Service productivity is vital for competitiveness and sustainability in hospitality, yet the influence of cultural and philosophical traditions remains understudied. This study introduces service divinity, a construct based on Indian values such as Atithi Devo Bhava , karma yoga and bhakti yoga. Service divinity views customer service as a sacred duty and integrates spiritual principles into professional practice. The study uses a pragmatist mixed-methods approach that blends eastern ontologies with western analytical frameworks to ensure cultural inclusivity and methodological rigour. Survey data from 419 hotel employees and interviews with 13 managers show that service divinity enhances work satisfaction and service productivity. Work satisfaction serves as a mediator, and value congruence strengthens these effects. The model explains 50.3 per cent of the variance in service productivity. The study advances theory by integrating spiritual and cultural constructs into Person–Environment Fit frameworks and linking eastern and western perspectives. Practically, it shows that aligning cultural values with organizational goals can strengthen employee motivation, satisfaction and competitive performance. The findings also highlight how principles from Vedic Hindu traditions, such as non-reciprocity and non-attachment to outcomes, differ from western reciprocal hospitality and influence service productivity and work satisfaction.

Queuing is almost inevitable in tourist service experiences, but most tourists are reluctant to wait. Drawing on prospect theory, this study examined how comparative framing influences tourists’ waiting intention. Across three scenario-based experiments, the research found that, compared with non-comparative framing, comparative framing can effectively enhance tourists’ waiting intention. Perceived waiting costs play a mediating role in the impact of the comparative framing on waiting intention. Additionally, the queuing settings play a moderating role, and the mediating effect is stronger in physical queues than in virtual queues. This research shifts the analytical focus from objective waiting time to the framing of waiting-time information, reveals a psychological cost assessment mechanism based on reference points, and enriches the theoretical explanation of tourists’ immediate decision-making in tourism services. It also provides practical references for optimizing service information and queue management during peak hours.