Purpose – This research aims to investigate the impacts of misleading hotel website photos on consumers’ brand trust, emotional responses and negative word-of-mouth (WOM) intention. The magnitude of these impacts in different contexts was examined. Design/methodology/approach – This study...

Purpose – The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self-service technologies are expensive and time-consuming to design and implement, service providers need to...