International Journal of Knowledge Management in Tourism and Hospitality (6 papers in press)

Regular Issues

• The Importance of Stress and Conflict in Organisations: an Empirical Study Applied to Hospital Unit in Portugal  
  by Felipa Lopes Dos Reis, Filipe Gonçalves, Francisco Morais, Pedro Sales 
  Abstract: In this study, we sought to address the question: "What is the impact of stress and conflict on organisations?", with a focus on the dynamics of a hospital unit in Portugal. We employed a research method involving the administration of an online questionnaire to gather pertinent information for the study. The questionnaire was designed to explore healthcare professionals' experiences and perceptions regarding stress and conflict in the hospital work environment, as well as their strategies for managing and mitigating these phenomena. The obtained results were analysed and treated to highlight the main conclusions related to the impact of stress and conflict on organisations. This study contributes to a more comprehensive understanding of the challenges faced by organisations, particularly in complex contexts such as hospital units, and underscores the importance of effective stress and conflict management strategies in promoting organizational well-being and productivity.
  Keywords: Interpersonal conflict; Organisational performance; Job satisfaction; Organisational communication; Work relationships; Organisational efficiency; Leadership and conflict management.
  DOI: 10.1504/IJKMTH.2025.10072155
   
  
• The Extinction of Traditional Shopping as a Consequence of the Technological and Generational Transition - an Empirical Study Applied in Portugal  
  by Felipa Lopes Dos Reis, João Pestana 
  Abstract: This research was based on the literature review, the most interesting and recent information on the state of the art was collected at this chapter, this the study relied on the use of research materials in order to understand the evolution of consumer behavior, namely. In the chapter on methodology, a questionnaire was carried out with the aim of analysing the behaviour and evolution of the purchase intention of consumers of the different existing generations, in order to predict the impact that the evolution of technology and future generations will have on commerce. The online questionnaire had the participation of 101 persons from generation Z and Alfa, the answers were later analyzed and studies were carried out based on SPSS data analysis program. From these results it was found that the expectations where traditional commerce was the main source of trades started to end, the way companies act with the capture of the potential consumer as the most relevant acts.
  Keywords: generations; e-commerce; traditional; impact.
  DOI: 10.1504/IJKMTH.2025.10074486
   
  
• Portuguese Microbusiness and Entrepreneurship: Communication Performance and Financial Result of Tattooers  
  by Felipa Lopes Dos Reis, Lúcia Silva 
  Abstract: The purpose of this investigation is to contribute to knowledge about micro-businesses of body modification entrepreneurs in Portugal by evaluating their online platforms such as Instagram, where many tattoo professionals apply a sales funnel, from which clients can book sessions and inquire about the product the tattoo. The research analysed 213 profiles of Portuguese tattoo artists and the data shows that the number of followers, i.e., the size of the community that the professional has on the platform, is significant for engagement, in an inverse way the fewer followers, the greater engagement. Additionally, a survey was administered to 101 of the 463 tattoo artists contacted and it was found the sample confirms the studys third question, confirming the entry method, professional development method and level of education explain the variance on their financial results
  Keywords: Entrepreneurship; Communication; Tattoo.
  DOI: 10.1504/IJKMTH.2025.10074489
   
  
• A Proposed Model for Decreasing Stress and Improving Employee Well-Being in Frontline Restaurant Workers  
  by Jordan M.A. Coplan, Susan Stewart 
  Abstract: Around the world, frontline restaurant workers (FRWs) play a critical role in the hospitality industry, namely by providing exceptional customer service. This literature review focuses on this often-overlooked group by proposing that a clan culture, inspired by positive Leader-Member Exchange (LMX), reduces workplace stress and improves employee well-being (EWB) in FRWs. Three organisational actions mediate this relationship and include mitigating FRW's emotional labour, enhancing their autonomy and creativity with job crafting, and providing supportive coaching and mentorship. Leaders play a pivotal role in both developing a clan culture as well as participating in the three actions. Practical implications and future research ideas are provided to support EWB and reduce stress in the restaurant industry.
  Keywords: Leader-membership exchange; clan culture; stress; employee well-being; job crafting; emotional labour; coaching and mentoring.
  DOI: 10.1504/IJKMTH.2025.10075914
   
  
• Exploring Beliefs and Awareness of Destination Bicycle Tourism: Perspectives of Tourists and Service Providers  
  by Vineeta Kumari 
  Abstract: Bicycle tourism is a promising avenue for sustainable development, particularly in addressing environmental concerns and advancing the Sustainable Development Goals (After an extensive literature review of bicycle tourism, it was observed that there is a significant gap in awareness and minimal research studies done on bicycle tourism in India. Hence, this indicates limited awareness. Therefore, this paper investigates the awareness and beliefs of India's concerned stakeholders (tourists and service providers). The study's systematic investigation utilises a descriptive approach, incorporating an inductive literature review method and a self-design questionnaire for data collection. The constructs for the questionnaire were validated by the selected panel members and through the reliability test of the pilot study. Inferential data was analysed using the tool provided by JMP software. The outcomes of this research unveil the relationship between existing levels of awareness and the prevailing beliefs among concerned stakeholders relating to destination bicycle tourism in India.
  Keywords: SDG; Stakeholder; Bicycle Tourism; Sustainable; Service Provider.
  DOI: 10.1504/IJKMTH.2025.10076025
   
  
• Fuzzy-Data Envelopment Analysis Based Performance Assessment of Mobile Payment Apps  
  by Sweta Yadav, Gurjeet Kaur, Anu G. Aggarwal 
  Abstract: The Mobile payment apps usage has surge in India. M-payment service providers have a strong objective to achieve large business shares. In this study, we have to optimise the performance of m-payment apps, through multiple input-outputs. Fuzzy-DEA is useful technique for calculating the performance where multiple input-output factors of reviews apps with handling the uncertainty, imprecision of the review rating and text content. To calculate the efficiency of different m-payment apps, we crawled the dataset online reviews of m-payment apps from google play store. Then, apply the fuzzy-DEA to analysis the performance assessment of m-payment apps where the reviews per month, ratings of per month are the outputs variables over the inputs of sentiment_score, readability_score, and review length per month. Moreover, this study enables businesses to better understand the impact of online reviews and rating on customer engagement. The implications of this study, also explored for the researchers, managers in the m-payment service sector.
  Keywords: Mobile Payment Apps; Fuzzy-Data Envelopment Analysis; Online Customer Reviews; Decision Making Unit; Digital Payment.
  DOI: 10.1504/IJKMTH.2025.10076867