Xiang Ying Mei

• Wistveen, Lena Dalheim; Breiby, Monica & Mei, Xiang Ying (2024). Destination and place: social sustainability and social innovation in second-home tourism. Scandinavian Journal of Hospitality and Tourism. ISSN 1502-2250. doi: 10.1080/15022250.2023.2299235.
• Hole, Åse Storhaug; Mei, Xiang Ying; Engh, Bjørnar & Engen, Thor Håkon (2023). Self-Service Technologies (SSTs) and their Implications on Tourist Experiences. In Mei, Xiang Ying (Eds.), Tourism and the Experience Economy in the Digital Era : Behaviours and Platforms. Routledge. ISSN 9781032372181. p. 69–81. doi: 10.4324/9781003335924-7. Show summary

  This book brings together diverse theoretical perspectives and practical examples of the experience economy in developing and developed economies in tourism-related industries. It provides insights on ‘new’ experience development attributed to new technology and changes in consumer behaviour. It explores how digitalisation and new digital tools, smart solutions, smart applications, and social media platforms to frame and create unique and memorable experiences. It also focuses on the role of technology in changing consumer behaviour and motivations. Chapters are contributed by global academicians and industry practitioners with the goal to link theories to practical case studies and thought points throughout the chapters to trigger curiosity and critical thinking. This book provides insights on the development and trends in the tourism industry in the ‘new’ technology-driven experience economy. It will appeal to students, researchers and practitioners in the fields of tourism, the creative industries, business studies, cultural studies and leisure studies.

• Mei, Xiang Ying (2023). Chapter 12. Smart Tourism in Developing Smart Destinations: Cases from Borneo Island. In Mei, Xiang Ying (Eds.), Tourism and the Experience Economy in the Digital Era : Behaviours and Platforms. Routledge. ISSN 9781032372181. p. 172–186. doi: 10.4324/9781003335924-16. Show summary

  This book brings together diverse theoretical perspectives and practical examples of the experience economy in developing and developed economies in tourism-related industries. It provides insights on ‘new’ experience development attributed to new technology and changes in consumer behaviour. It explores how digitalisation and new digital tools, smart solutions, smart applications, and social media platforms to frame and create unique and memorable experiences. It also focuses on the role of technology in changing consumer behaviour and motivations. Chapters are contributed by global academicians and industry practitioners with the goal to link theories to practical case studies and thought points throughout the chapters to trigger curiosity and critical thinking. This book provides insights on the development and trends in the tourism industry in the ‘new’ technology-driven experience economy. It will appeal to students, researchers and practitioners in the fields of tourism, the creative industries, business studies, cultural studies and leisure studies.

• Nath, Atanu; Saha, Parmita & Mei, Xiang Ying (2023). Extending the servicescape conceptualization: accounting for perceptions of crowding and risks under the pandemic. Consumer Behavior in Tourism and Hospitality (CBTH). ISSN 2752-6666. 18(3), p. 407–421. doi: 10.1108/CBTH-04-2022-0086. Show summary

  Purpose Though many conceptual and empirical studies have been conducted on the servicescape, limited research has focused on how the COVID-19 pandemic has reshaped factors influencing the servicescape. This paper aims to propose an extension of Bitner’s original conceptualization, including pandemic-induced physical and social constraints on servicescape in the form of crowding, consumer risk perception during the crisis and their impact on consumers' and employees’ behavioral changes in retail and hospitality sectors. Design/methodology/approach This paper critically reviewed the past and emerging servicescape and risk literature. It then examines and delineates the concepts of crowding, density and associated risk perceptions to offer an extended servicescape framework. Alongside, scales were proposed to measure the constructs and guidelines given to conduct future empirical studies. Findings This paper discussed the major impact on servicescape during a pandemic situation, to what extent risk is perceived during consumption and the impact of crowding and store density on employee and customer behavioral responses. Research limitations/implications This paper principally contributes by explicitly including specific risk dimensions and crowding and proposes the scales to measure consumers’ understanding of pandemic-induced perceptions of risk, crowding and density within servicescapes for further empirical testing. Alongside this, the identification and concretization of different types of perceived risks under COVID-19 provide critical and useful marketing implications. Originality/value This study identifies relevant risk dimensions, proposes crowding as an independent construct apart from servicescape physicality and proposes relevant measures for empirical verification.

• Mei, Xiang Ying; Brataas, Andrea & Stothers, Robin Alexander (2022). To engage or not: how does concern for personal brand impact consumers’ Social Media Engagement Behaviour (SMEB)? Journal of Strategic Marketing. ISSN 0965-254X. doi: 10.1080/0965254X.2022.2127854. Full text in Research Archive
• Mei, Xiang Ying (2022). The impact of Negative Online Reviews (NORs) on hospitality Micro Enterprise (ME) owners. Anatolia: An International Journal of Tourism and Hospitality Research. ISSN 1303-2917. doi: 10.1080/13032917.2022.2119592.
• Mei, Xiang Ying (2022). Understanding Sporting Event Bid Withdrawals: The Impact of Mass Media . In Ziakas, Vassilios (Eds.), Trends and Advances in Sport and Leisure Management: Expanding the Frontiers. Cambridge Scholars Publishing. ISSN 978-1-5275-8590-4.
• Slettli, Victoria Konovalenko & Mei, Xiang Ying (2022). Cultural pursuits and farm entrepreneurship in Norway: embracing the aesthetics of peasant romanticism’ . In Ratten, Vanessa (Eds.), Cultural entrepreneurship : New societal trends. Springer. ISSN 9789811927706. p. 39–51. doi: 10.1007/978-981-19-2771-3_4. Show summary

  Due to changes in the economy and challenges in the agricultural sector, many farmers have turned to farm tourism entrepreneurship to sustain their operations. Peasant romanticism as a part of the national romanticism movement has played a significant role in the Norwegian cultural heritage. The two cases presented in the chapter illustrate how such interest in peasant romanticism has provided opportunities for historical farms to promote their unique history and culture in a merge of cultural and farm entrepreneurship. Hovinsholm Manor and Skafferiet Café through their focus on using local produce and culinary experiences, packaged into unique storytelling approaches, have become the most visited tourism experience sites in the region. In addition, Rudi Gård (Farm Rudi) with the farmer’s musical background, has managed to combine musical, cultural, and culinary elements into memorable experiences. Through these entrepreneurial efforts, tourism-related farms in Norway have managed to promote and preserve the national heritage and identity while sustaining their farm operation and legacy.

• Mei, Xiang Ying (2022). Marketing Luxury Experiences in an Emerging Luxury Destination of Norway. In Kotur, Anupama S. & Dixit, Saurabh Kumar (Ed.), The Emerald Handbook of Luxury Management for Hospitality and Tourism. Emerald Group Publishing Limited. ISSN 9781839829017. p. 145–161. Show summary

  Many destinations are keen to be a part of the increasing and lucrative luxury tourism market. Before targeting luxury tourists in the marketing efforts, is it essential to understand the meaning of ‘luxury’ and what is considered exclusive? As an emerging luxury destination, Norway certainly offers many attributes that can satisfy the needs of luxury tourists. Marketing luxury provides, nevertheless, challenges for Norway as its main attraction is nature, which is fundamentally free and accessible to anyone. Thus, it is necessary to tailor-make unique nature experiences with luxurious products, resulting in exclusivity and once-in-a-lifetime experiences beyond the masses. Luxury tourists have also been advocated as more sustainable than mass tourists as addition to the issue of carrying capacity; many are also concerned with responsible tourism. Specialist travel agents play an important role in the marketing process as they have first-hand knowledge of luxury tourists as well as acting as guardians of information communicated in marketing. In addition to mainland Norway, the Svalbard islands in the Arctic region may be considered as truly unique and exclusive destinations. While sustainable development is a major concern in Norwegian tourism in general, it is even more vital in the Arctic regions. Therefore, marketing needs to provide a balanced picture of the attractions and attributes in order to become a luxury destination that is sustainable in the long run.

• Mei, Xiang Ying & Slettli, Victoria Konovalenko (2022). Smart City (SC) initiative and urban development in rural region of Inland Norway: A link missing? In Pego, Ana (Eds.), Smart Cities, Citizen Welfare, and the Implementation of Sustainable Development Goals. IGI Global. ISSN 9781799877851. Show summary

  This study investigates the nature of the interconnection between SC and urban development initiatives. A case of Hamar city is used to identify how SC initiatives is used to combat some of the key challenges faced by a smaller city and non-metropolitan region. In contrast to metropolitan areas, the Inland region with Hamar as its administrative centre is facing depopulation. A qualitative approach was applied including individual semi-structured and focus-group interviews. Despite an ambition of adopting SC and several SC projects that are up and running, the process is still at the early stages where many of its key stakeholders are unfamiliar with Hamar’s SC initiatives. Poor integration between ICT systems also creates certain challenges. It concludes that better integration and marketing effort should be directed at educating the public about the purpose and goal of SC. Moreover, as technology evolves, it is important to be cautious about issues concerning privacy while ensuring seamless integration and communication between the systems in order to become a true ‘smart’ effort.

• Mei, Xiang Ying & Slettli, Victoria Konovalenko (2021). Exploring the Relationship between Smart Specialization Strategy (S3) and Smart City (SC) Initiatives in the Context of Inland Norway. In Gancarczyk, Marta; Ujwary-Gil, Anna & Gonzalez-Lopez, Manuel (Ed.), Partnerships for Regional Innovation and Development: Implementing Smart Specialization in Europe. Routledge. ISSN 9780367352646. p. 137–162. Show summary

  This monograph presents the experience in the implementation of smart specialization strategies (S3) from multilevel policy governance, as well as from the bottom-up perspectives of firms, clusters, and networks in selected European countries. The presented research focuses on relevance and feasibility of the S3 adoption, emphasizing the importance of linking policy considerations with partnerships at lower governance levels. The major contribution of the presented research rests in theoretical implications and practical recommendations relevant for the implementation of regional S3 in the European context, with the possibility of place-based adoption in other environments. The book is also valuable for synthesizing the most recent advancements in smart specialization as a policy concept and the concept of transformation and growth for territorial units and economic entities. This book aims to further diffuse and expand the academic community’s learning of the new S3 approach in Europe and beyond. The book will be of interest and useful to the academic community of researchers and doctoral students focused on regional innovation development and related policy, as well as on entrepreneurship, networks, and clusters. Public sector professionals dealing with regional development, regional innovation policies, and industrial transformation will also benefit from its content.

• Mei, Xiang Ying; Aas, Endre & Eide, Ove (2020). Applying the servicescape model to understand student experiences of a Norwegian academic library. Library & Information Science Research. ISSN 0740-8188. doi: 10.1016/j.lisr.2020.101051. Full text in Research Archive
• Mei, Xiang Ying (2020). Co-Creation of Tourism Experience through Service Dominant Logic . In Dixit, Saurabh Kumar (Eds.), The Routledge Handbook of Tourism Experience Management and Marketing . Routledge. ISSN 9780367196783.
• Mei, Xiang Ying; Relling, Erling Kristoffer Lippert & Bagaas, Ingrid (2019). Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook. In Loureiro, Sandra Maria Correia & Kaufmann, Hans Ruediger (Ed.), Exploring the Power of Electronic Word-of-Mouth in the Services Industry. IGI Global. ISSN 9781522585756. p. 49–68. doi: 10.4018/978-1-5225-8575-6.ch004.
• Mei, Xiang Ying (2019). Marketing destinations through gastronomy: Nordic perspectives. In Dixit, Saurabh Kumar (Eds.), The Routledge Handbook of Gastronomic Tourism. Routledge. ISSN 978-1-138-55155-8. p. 79–88. doi: 10.4324/9781315147628-10.
• Mei, Xiang Ying; Aas, Endre & Medgard, Magnhild (2019). Teachers’ use of digital learning tool for teaching in higher education; Exploring teaching practice and sharing culture. Journal of Applied Research in Higher Education. ISSN 2050-7003. doi: 10.1108/JARHE-10-2018-0202. Full text in Research Archive
• Ndlela, Martin Nkosi; Hole, Åse Storhaug; Slettli, Viktoriia Konovalenko; Haave, Hanne Marit; Mei, Xiang Ying & Lundesgaard, Daniela D [Show all 9 contributors for this article] (2019). Facilitation of learning in Transformative Learning Circles: Enabling entrepreneurial mindsets through co-creation of knowledge. In Higgins, David; Jones, Paul & Mcgowan, Pauric (Ed.), Creating Entrepreneurial Space: Talking Through Multi-Voices, Reflections on Emerging Debates Vol: 9, Part B. Emerald publishing limited. ISSN 9781787695788. p. 73–93. doi: 10.1108/S2040-72462019000009B005. Show summary

  The need for developing new entrepreneurial ways of thinking and acting has been in the agenda for OECD and EU countries. In line with their agenda, the Nordic Council of Ministers has been preoccupied with the development of entrepreneurial mindsets among the adult population. Seeking to meet the urgent need for developing entrepreneurial thinking, the Nordic Network for Adult Learning, together with the Nordic Council of Ministers, have elaborated and tested a Scandinavian model for stimulating entrepreneurial mindsets through Transformative Learning Circles (TLC). Based on the study of the TCL pilot project, this chapter explores the process of facilitation of entrepreneurial learning. The literature on entrepreneurial learning and education emphasises on the importance of facilitation, however this issue is yet to be been addressed in-depth. This chapter seeks to fill in this gap and contribute to our understanding of the role that facilitators play in the entrepreneurial and transformative learning processes. Drawing on the social constructionist approach to learning, this chapter discusses how facilitators and learners (entrepreneurs) become co-creators of knowledge and learning experiences. Keywords: entrepreneurial mindset, entrepreneurial learning, facilitation, knowledge co-creation, transformative learning

• Mei, Xiang Ying; Bagaas, Ingrid & Relling, Erling Kristoffer Lippert (2018). Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook? International Review of Retail Distribution & Consumer Research. ISSN 0959-3969. p. 1–16. doi: 10.1080/09593969.2018.1556179. Full text in Research Archive Show summary

  With the increasing usage of platforms such as Facebook, understanding customer complaint behaviour (CCB) in the context of the social media is imperative for any businesses. Of the two billion users on Facebook, more than half of its users have shared their product related experiences with others on the platform. This paper aims to explore CCB in the context of social media in regards to customers’ unfavourable buying experiences in the retail sector. A qualitative research approach and 12 in-depth interviews were conducted. The findings indicate that the respondents’ initial contact with the retailer directly resulted in service recovery failures and undesirable outcomes. Such double deviation then leads to frustration and uncertainty of the situation, which furthermore led to the respondents’ need to voice their complaint by sharing their unfavourable experiences on Facebook. The main reasons for the respondents to voice their complaints on the platform is to vent frustration, to share their unfavourable experiences, a need to be seen, understood and respected, to seek revenge by damaging the retailer’s reputation as well as offering the retailer a chance to improve. A proper way to manage complaints, in which frontline employees can solve the problem before the customers feel the need to turn to the social media, is crucial. However, once the complaints are voiced on Facebook, it is imperative to respond to the complaints and acknowledge the problem rather than ignoring the situation.

• Mei, Xiang Ying; Hågensen, Ann-Margret Sørli & Kristiansen, Heidi Støa (2018). Storytelling through experiencescape: Creating unique stories and extraordinary experiences in farm tourism . Tourism and Hospitality Research. ISSN 1467-3584. doi: 10.1177/1467358418813410. Full text in Research Archive
• Mei, Xiang Ying & Lantai, Terry (2018). Understanding travel constraints: An exploratory study of Mainland Chinese International Students (MCIS) in Norway. Tourism Management Perspectives. ISSN 2211-9736. 28. doi: 10.1016/j.tmp.2018.07.003. Full text in Research Archive
• Mei, Xiang Ying (2017). Gaps in tourism education and workforce needs: attracting and educating the right people. Current Issues in Tourism. ISSN 1368-3500. p. 1–5. doi: 10.1080/13683500.2017.1402870. Full text in Research Archive
• Lantai, Terry & Mei, Xiang Ying (2017). Travel behaviour of Mainland Chinese international students in Norway. Anatolia: An International Journal of Tourism and Hospitality Research. ISSN 1303-2917. 28(3), p. 394–403. doi: 10.1080/13032917.2017.1327872. Full text in Research Archive
• Mei, Xiang Ying; Lerfald, Merethe & Bråtå, Hans Olav (2017). Networking and collaboration between tourism and agriculture: food tourism experiences along the National Tourist Routes of Norway. Scandinavian Journal of Hospitality and Tourism. ISSN 1502-2250. 17(1), p. 59–75. doi: 10.1080/15022250.2016.1262514.
• Mei, Xiang Ying (2014). Revisiting the role of incoming tour operators (ITOs): Initial findings from Eastern Norway. European Journal of Tourism Research. ISSN 1994-7658. 8(1), p. 148–156.
• Mei, Xiang Ying (2014). Boring and expensive: The challenge of developing experience-based tourism in the Inland region, Norway. Tourism Management Perspectives. ISSN 2211-9736. 12, p. 71–80. doi: 10.1016/j.tmp.2014.09.003.
• Mei, Xiang Ying; Arcodia, Charles & Ruhanen, Lisa (2013). Innovation and collaboration: the role of the national government in Norway. Tourism Analysis. ISSN 1083-5423. 18(5), p. 519–531. doi: 10.3727/108354213X13782245307713.
• Mei, Xiang Ying; Arcodia, Charles & Ruhanen, Lisa (2013). The national government as the facilitator of tourism innovation: evidence from Norway. Current Issues in Tourism. ISSN 1368-3500. 18(12), p. 1172–1191. doi: 10.1080/13683500.2013.822477.
• Mei, Xiang Ying; Arcodia, Charles & Ruhanen, Lisa (2012). Towards Tourism Innovation: A critical review of public policies at the national level. Tourism Management Perspectives. ISSN 2211-9736. 4, p. 92–105. doi: 10.1016/j.tmp.2012.05.002.

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• Mei, Xiang Ying (2023). Tourism and the Experience Economy in the Digital Era : Behaviours and Platforms. Routledge. ISBN 9781032372181. 264 p. Show summary

  This book brings together diverse theoretical perspectives and practical examples of the experience economy in developing and developed economies in tourism-related industries. It provides insights on ‘new’ experience development attributed to new technology and changes in consumer behaviour. It explores how digitalisation and new digital tools, smart solutions, smart applications, and social media platforms to frame and create unique and memorable experiences. It also focuses on the role of technology in changing consumer behaviour and motivations. Chapters are contributed by global academicians and industry practitioners with the goal to link theories to practical case studies and thought points throughout the chapters to trigger curiosity and critical thinking. This book provides insights on the development and trends in the tourism industry in the ‘new’ technology-driven experience economy. It will appeal to students, researchers and practitioners in the fields of tourism, the creative industries, business studies, cultural studies and leisure studies.

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• Lantai, Terry & Mei, Xiang Ying (2024). Social sustainability and vibrant regions.
• Breiby, Monica Adele & Mei, Xiang Ying (2023). Innovasjon i bærekraftig og opplevelsesbasert reiseliv. In Hauge, Atle Jensen; Røhnebæk, Maria & Myklebø, Sigrid (Ed.), Innovasjon: En innføring. Cappelen Damm Akademisk. ISSN 9788202733599. Show summary

  Hva er innovasjon? Hvordan kan vi forstå og studere dette fenomenet? Boka viser hvordan innovasjon kan beskrives og forstås fra ulike perspektiver. Boka har tre deler som tar for seg hvordan innovasjon kan forstås på systemnivå organisasjonsnivå praktisk nivå Kapitlene formidler kunnskap om innovasjon på en lettfattelig måte og bruker rikelig med eksempler fra ulike bransjer og sektorer. Forfatterne viser at innovasjon kan studeres i ulike settinger, i ulike faser og på ulike nivåer, og leseren får innblikk i innovasjon som et stort og sammensatt fagområde. Mens innovasjon gjerne forbindes med verdiskaping og fremskritt, er det i dag økende oppmerksomhet om problematiske aspekter, særlig i forbindelse med bærekraft. Dette tematiseres i mange av bokas kapitler, og gir et mer nyansert bilde enn det som har dominert litteraturen hittil. Boka er ment som en innføring i innovasjon til bruk på bachelor- og masterkurs. Målgruppen for boka er studenter innen økonomi-, organisasjon- og ledelsesfag, aktører innen nærings- og samfunnsliv, og andre lesere med interesse for innovasjon.

• Mei, Xiang Ying; Lantai, Terry; Bernes, Beate Marholm & Bentsen, Kjetil (2023). Towards Regenerative Development: Roles and Perspectives of Tourism Providers in Norway.
• Mei, Xiang Ying (2023). Conclusion: Future Prospects and the Way Forward. In Mei, Xiang Ying (Eds.), Tourism and the Experience Economy in the Digital Era : Behaviours and Platforms. Routledge. ISSN 9781032372181. p. 214–217. doi: https:/doi.org/10.4324/9781003335924-19. Show summary

  The experience economy is evolving, together with advancements in technology and changes in tourism behaviour. Therefore, the new exchange of currency and service will be based on companies helping consumers to achieve desired outcomes through experiences. The impact of the pandemic on the world has been evident and tourism is one of the industries in the experience economy that really took a devastating hit. In terms of the tourism industry and experiences in general, during the pandemic, much was focused on the ‘new normal’ with destinations such as Venice and Barcelona getting used to not receiving massive groups of tourists and the consequences of such. In line with such development, more people are realising the negative impact of a constant dependency on technology such as physical, mental, and social problems.

• Mei, Xiang Ying (2023). Introduction: Encapsulating Experiences in the Experience Economy. In Mei, Xiang Ying (Eds.), Tourism and the Experience Economy in the Digital Era : Behaviours and Platforms. Routledge. ISSN 9781032372181. p. 1–6. doi: https:/doi.org/10.4324/9781003335924-1. Show summary

  This book brings together diverse theoretical perspectives and practical examples of the experience economy in developing and developed economies in tourism-related industries. It provides insights on ‘new’ experience development attributed to new technology and changes in consumer behaviour. It explores how digitalisation and new digital tools, smart solutions, smart applications, and social media platforms to frame and create unique and memorable experiences. It also focuses on the role of technology in changing consumer behaviour and motivations. Chapters are contributed by global academicians and industry practitioners with the goal to link theories to practical case studies and thought points throughout the chapters to trigger curiosity and critical thinking. This book provides insights on the development and trends in the tourism industry in the ‘new’ technology-driven experience economy. It will appeal to students, researchers and practitioners in the fields of tourism, the creative industries, business studies, cultural studies and leisure studies.

• Lantai, Terry; Hauge, Atle Jensen; Mei, Xiang Ying & Rønningen, Martin (2022). Innovation among Necessity Driven Entrepreneurs (NDE) and Opportunity Driven Entrepreneurs (ODE): A study of immigrant Micro Enterprises (MEs) in Norway.
• Lantai, Terry & Mei, Xiang Ying (2022). Push and Pull Factors . In Buhalis, Dimitrios (Eds.), Encyclopedia of Tourism Management and Marketing. Edward Elgar Publishing. ISSN 9781800377479. p. 593–595. doi: https:/doi.org/10.4337/9781800377486.push.and.pull. Show summary

  Understanding tourist behaviour and individuals’ travel motivation is important in the tourism industry. Travel motivation determines certain choices. These include destination selection, needs and preferences (Lantai & Mei, 2017). Such motivational behaviour can be influenced by certain push and pull factors. For instance, individual tourists are pushed by internal variables into seeking and selecting certain travel choices. This also explains why tourists decide to travel, where to travel, and how they travel. Push factors are intangible features. They are intrinsic and related to emotional aspects. Destinations on the other hand may ‘pull’ or attract tourists with their tangible attributes (Chan & Baum, 2007). These may include the infrastructure, accommodation, and service. The Internet has changed both tourist and tourism marketers’ behaviour. This means that push and pull factors must also be understood in conjunction with such development.

• Mei, Xiang Ying (2022). Complaint Behaviour . In Buhalis, Dimitrios (Eds.), Encyclopedia of Tourism Management and Marketing. Edward Elgar Publishing. ISSN 9781800377479. p. 582–585. doi: https:/doi.org/10.4337/9781800377486.complaint.behaviour. Show summary

  Customer complaints are a normality for any businesses. Although complaints can be dauting, they are largely unavoidable and at times necessary. Through complaints, dissatisfied tourists are given the opportunity to voice their dissatisfaction with the tourism operator and thus offering businesses the opportunity to improve their products and services. The development of the Internet indicates that complaint behaviour has become even more complex as tourists are now influenced by online reviews sites such as TripAdvisor and Google Reviews as well as other social media platforms including Facebook. Reviews and trustworthy reviews are particularly important in the tourism industry as it is essentially a service sector where its products and services cannot be tested or experienced beforehand, unlike physical goods and products (Anaya-Sánchez, Molinillo, Aguilar-Illescas, & Liébana-Cabanillas, 2019). For the tourist, the Internet and social media provide more opportunities to express their dissatisfaction while at the same time complaint behaviour are becoming more challenging for businesses to manage as everything is available to a much wider audience (Mei, Bagaas, & Relling, 2019). Not only are complaints visible to the public and possibly the entire world, but the way such complaint is managed by the businesses is also closely watched by others and subsequently impacts the public’s perception of the company’s brand and reputation (Mei, Relling, & Bagaas, 2019).

• Mei, Xiang Ying (2022). Deviant Behaviour . In Buhalis, Dimitrios (Eds.), Encyclopedia of Tourism Management and Marketing. Edward Elgar Publishing. ISSN 9781800377479. p. 914–917. doi: https:/doi.org/10.4337/9781800377486.deviant.behaviour. Show summary

  Deviant behaviour in the tourism industry is disruptive behaviour that can be displayed by both tourists and employees of tourism businesses. Generally, deviant behaviour can be explained as voluntary behaviour that violates the normative rules and expectations of what is acceptable in the society. Such behaviour may also breach the law or regulations to disturb the generally accepted norms of conduct (Fullerton & Punj, 1997). Both deviant customer behaviour (DCB) and deviant employee behaviour (DEB) or deviant workplace behaviour (DWB) can have significant impacts on the business operations, the wider community, and the tourism industry as a whole. Destructive, unsafe, and unsustainable behaviour that exist among some tourists lead to significant impact on tourism businesses and employees that seek to manage such behaviour (Pearce, 2019). As a result of the stress of dealing with DCB, burnout, depression, and social anxiety among employees of tourism businesses may occur (Malik & Lenka, 2019). Another detrimental effect is employees themselves engaging in DEB in order to cope with DCB

• Mei, Xiang Ying & Slettli, Victoria Konovalenko (2020). ’Smarte’ Innlandet gjennom smartby Hamar. Hamar arbeiderblad.
• Slettli, Viktoriia Konovalenko & Mei, Xiang Ying (2019). Smarte Hamar. Hamar arbeiderblad.
• Lundesgaard, Daniela D & Mei, Xiang Ying (2017). Facility management and end user involvement in architectural design and planning – the chosen approach influences the experiences in realized servicescape. . Show summary

  Abstract Purpose The purpose of this article is to investigate how the needs of end users (facility managers and employees) in regard to the organizational environment of public buildings are taken care of in architectural design and planning. Further, if the chosen approach of user involvement influences the end users´ responses and experiences in realized public buildings/servicescapes. Design/methodology/approach Qualitative interviews are used to investigate the type of user involvement of facility managers and end users during the design and planning process. Findings – tentative: The chosen approach during the design and planning process will influence the quality of facility managers and employees’ work conditions. Practical implications It is crucial to involve facility managers and end users in early stages of the architectural planning and design of public buildings through a participative approach to secure satisfaction and commitment to the building. Originality/value Approaches using Insights are gained in techniques used in architectural planning and design and that co-creative approaches in design and planning of the servicescape can create better solutions and thus satisfaction with public buildings. Keywords Architectural design, service management, co-creation, servicescape, participatory approach, co-creation techniques Paper type Research paper

• Mei, Xiang Ying (2015). Reiselivet i Innlandet fortjener oppmerksomhet. Hamar arbeiderblad.
• Mei, Xiang Ying (2015). Politikere må følge opp norsk reiseliv. Forskning.no. ISSN 1891-635X.
• Mei, Xiang Ying (2014). Krav til reiselivsutdanning kan hjelpe turisme. Forskning.no. ISSN 1891-635X.
• Mei, Xiang Ying; Arcodia, Charles & Ruhanen, Lisa (2011). A national government's tourism innovation initiatives: a review of tourism development policies in Norway.
• Mei, Xiang Ying; Arcodia, Charles & Ruhanen, Lisa (2010). The role of innovation in Norwegian tourism: exploring emerging themes in the literature.
• Arcodia, Charles; Mei, Xiang Ying & Dickson, Chantel (2006). International students and Australian tourism: a critical review of the literature.
• Ericsson, Birgitta; Mei, Xiang Ying; Hagen, Svein Erik & Overvåg, Kjell (2015). Benchmarking reiseliv i Innlandet. . Østlandsforskning. ISSN 978-82-7356-753-6.
• Goldeng, Eskil Le Bruyn & Mei, Xiang Ying (2013). Kompetanseutfordringer i reiselivet i Buskerud : forslag til tiltak. Høgskolen i Buskerud. ISSN 978-82-8261-025-4.
• Mei, Xiang Ying (2012). The role of the national government in facilitating innovation within the tourism industry: A case from Norway. The University of Queensland.

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