PurposeThe present study aims to synthesize and conceptualize, through a systematic literature review (SLR), the current state of gamification knowledge in the tourism and hospitality (T&H) sector, providing a roadmap for future research recommendations for service research and practice.Design/methodology/approachThe research is based on a systematic literature review and adopts a systematic quantitative approach to summarize existing evidence on gamification usage in the T&H sector, focusing on relevant service literature on gamification. The authors analyze 36 papers published between 2011 and 2019.FindingsThe authors synthesize existing knowledge into five themes describing gamification's role in T&H (Edutainment, Sustainable behavior, Engagement factors, Service provider-generated content and User-generated reviews). Then, a cross-analysis of the five themes reveals the pivotal elements (affordances, behavioral and psychological outcomes, and benefits) generated by gamification mechanics in T&H, simultaneously highlighting potential implications and relevant insights for service literature. The review identifies critical issues affecting gamification research and provides a future research agenda, considering opportunities for T&H and service research.Originality/valueThe study provides the first SLR investigating gamification in T&H. The findings present potential implications and relevant insights for T&H contributing to the construction of a more holistic understanding of gamification adoption in service research.

Background The paper aims to understand the main antecedents related to the blood donation propensity related to both donors and non-donors. With our research, we will analyse the two perspectives to identify similarities and differences concentrating on the Italian context. Blood is a vital resource that strongly affects every national healthcare system’s efficacy and sustainability and the system’s ability to achieve the goal of universal coverage. Methods The purpose of this paper is to understand the main antecedents of citizens’ blood donation intention and the propensity to encourage communication about blood donation among both donors and non-donors. The Theory of Planned Behaviour is adopted as a theoretical lens. An empirical investigation was performed in Italy, adopting a mixed methods research design. First, a qualitative analysis was carried out through 30 in-depth interviews. Then, a survey was used to quantitatively investigate the intention to donate among both donors (N = 173) and non-donors (N = 87). A conceptual model was developed and tested through Structural Equation Modelling, developing a multi-group approach. Results The present study confirms the relations proposed by the Theory of Planned Behaviour, even though some differences between the two groups are shown. The construct Information and Communication is crucial for donors, non-donors, whereas for non-donor inhibitors is vital. Service quality has an impact on the propensity to recommend and communicate the value of blood donation. Conclusion This paper reveals the main differences between donor and non-donor perspectives. Fruitful insights for enhancing blood donation awareness are provided.

Purpose Sustainable mobility and collaborative consumption are debated issues in the literature. In this field, car sharing (CS) represents a growing tendency that attracts interest by academicians for its potential positive impact on sustainability. This study aims to understand the main drivers of CS usage, unveiling the role of service quality and the possible inhibitors. Design/methodology/approach Based on theoretical assumptions in the literature, the authors developed a theoretical framework that aims at understanding the main antecedents of CS usage. An empirical investigation involving the city of Rome (Italy) was performed. The study presents a qualitative and quantitative survey, while the proposed theoretical model has been tested through structural equation modelling statistical techniques. Findings The findings show that usefulness positively affects the intention to use CS services. Moreover, the green attitude and expected service quality indirectly influence the intention to use CS services impacting perceived usefulness. The results show that the expected service quality has a strong influence on usefulness, whereas green attitude has a weaker influence on usefulness. The intention to use CS services is directly influenced by the usefulness and inhibitors that affect it negatively. Originality/value The originality of this paper lies in the fact that this study discloses the main antecedents of the intention to use CS services, emphasizing the role of service quality. This study provides fruitful insights to policy and decision-makers to understand how to improve the CS usage in the urban transport system of the city of Rome. It suggests developing a higher level of service quality in the vehicles, suitable technological applications and effective communication as well as on overcoming its main inhibitors.

COVID-19 threatens sustainable development and is a potential opportunity for downsizing the consumer economy. The virus’s impacts on society are still unclear and additional contributions are required to investigate its effects on sustainable consumer behaviours. The paper aims to evaluate consumers’ awareness regarding the emergency impacts on the 2030 Agenda SDGs achievement and sustainable consumption (SDG 12) in terms of societal and environmentally responsible behaviour. A qualitative study is planned to reach the research goal and 133 in-depth consumer interviews are performed. The sample is composed of young students informed on sustainability topics and issues. The thematic analysis is used to assess the data. The paper contributes to the existing literature about the 2030 Agenda and young consumers’ sustainable behaviours by identifying the goal perceived by respondents as most negatively and positively impacted by the crisis and detecting those that can help overcome the emergency. Five themes (Social factors, Knowledge, Habits, Values, and Price) describing the main young consumer behaviour dimensions influenced by COVID-19 and lockdown in sustainability and social responsibility are detected. A theoretical framework is proposed to describe the effects of the five themes on sustainable behaviours. Finally, a roadmap for future research is identified.

PurposeThis study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.Design/methodology/approachTo reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.FindingsService sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport.Originality/valueThe paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).