Beyond dichotomy: A policy capacity framework for developing balanced pet-friendly management strategies in tourism and hospitality

This study addresses the fragmented research on pet-friendly services by proposing a balanced approach integrating the interests of pet owners, non-pet-owning tourists, and service providers. Applying a policy capacity perspective, a novel Pet-Friendly Policy Framework (PPF) for tourism and hospitality management is developed and evaluated. A mixed-method approach was employed. First, in-depth interviews with 23 pet-friendly service specialists and 35 pet owners explored the scope of pet-friendly policies. The resulting framework was then evaluated for content validity by a panel of three expert tourism scholars. Next, a quantitative survey of 484 participants validated the framework using partial least squares structural equation modelling guided by confirmatory composite analysis principles. Findings reveal the PPF comprises 28 indicators across four policy capacity domains: information, servicescape, service provision, and operational governance. Theoretically, this study advances the hospitality management literature by introducing and empirically validating a policy capacity framework specifically addressing the complexities of pet-friendly tourism. Practically, the PPF provides hospitality managers, policymakers, and hospitality operators with an actionable tool for policy development, benchmarking for competitive hospitality advantage, and enhancing hospitality attractiveness and experience quality for all visitors. This research underscores the critical need for evidence-based, multi-stakeholder approaches to pet-friendly policy in destination management.