PurposeThe purpose of this study is to explore the impact of service quality on the formation of destination brand equity through customer satisfaction at a winery, from the perspective of Chinese wine tourists.Design/methodology/approachThis study utilized a survey research design. A convenience sample of 311 visitors to a major winery located in Yantai, China, was surveyed, and 265 useable questionnaires were analyzed. To analyze the data, the study used partial least squares structural equation modeling (PLS-SEM).FindingsThe results of the study reveal that service quality at a winery is a significant determinant of winery satisfaction among Chinese wine tourists, which in turn affects the brand equity of a wine tourism destination.Research limitations/implicationsThis study contributes to the growing body of literature focusing on identity-based branding in the context of wine tourism. As such, this study brings together knowledge of a place branding dimension (i.e. destination brand equity), satisfaction and tourism experience at a winery.Practical implicationsThe results suggest that the road to favorable assessments of a wine destination brand (macro level) go through a satisfying experience at a winery (micro level). Therefore, the need to co-create the wine experience through various stakeholders' involvement is crucial for the success of wine tourism.Originality/valueExtant wine studies often highlight western wine tourists' behavior and examine central behavioral constructs such as winery service quality and satisfaction. This study extends previous research by: (1) investigating the issue from Chinese wine tourists' perspective and (2) integrating the destination brand equity of a wine region to current investigations that commonly focus on the service quality of a winery and wine tourists' satisfaction.

Improving the user stickiness becomes increasingly valued, due to the severe user churn of livestreaming services. Previous studies pay much attention to the influencing factors of technology on user stickiness, ignoring the emotional factors. This study examined the impact of the emotional labor of network anchors (deep acting vs. surface acting) on user stickiness in the context of livestreaming service. We extended prior findings in three ways. The results of Study 1 (i.e., questionnaire method, 305 livestreaming users, and 56.4% females) demonstrated that the emotional labor of network anchor positively influenced user stickiness, and immersion experience plays a mediating role. The results of Study 2 (i.e., situational simulation method, 203 volunteers, and 54.09% females) demonstrated that the deep acting strategies of emotional labor had a stronger effect when compared with surface acting strategies. The results of Study 3 (i.e., situational simulation method, 235 volunteers, and 51.9% females) demonstrated that the effect of emotional labor on user stickiness was stronger for the users with prevention focus compared with promotion focus. Based on the perspective of emotional labor, this study extends the previous research on user stickiness and is valuable for guiding the practice of livestreaming services.

PurposeThis paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure.Design/methodology/approachThe scenario-based experimental method was designed to perform hypothesis testing and SPSS was used to analyze the data from the 363 questionnaires collected.FindingsThe results indicate that (1) employees' emotional labor recovery has a double-edged sword effect. Deep acting improves customer satisfaction, while surface acting undermines the effectiveness of service recovery and leaves customer satisfaction below previous levels. (2) Customers' responsibility attributions for service failure moderate the effect of service recovery.Originality/valueTo the best of the authors’ knowledge, this is the first study to focus on the role of frontline employees' emotional labor in robot service failure contexts, which not only enriches and expands the relevant literature in this domain, but also deepens the understanding of how emotional labor and responsibility attribution effect the customer satisfaction.

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