Purpose This study aims to investigate Generation Z’s perception of and experience with restaurant service robots. Design/methodology/approach Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted...

Purpose The purpose of this paper is to explore external, mediator and moderator factors that influence tourist intention to use GPS-based navigation apps from the perspective of spatiotemporal tourist behavior (STTB). Design/methodology/approach A total of 636 valid questionnaires were selected...

Purpose: This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors. Design/methodology/approach: The qualitative approach uses the critical incidents technique to...