Purpose: Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments...

Purpose: This paper aims to explore theme park visitors’ attitudes toward interacting with robots and investigated the qualities and functions of robotic servers and their influence on customers’ loyalty. A structural equation modeling approach was used to identify the complex relationships...

In the twenty-first century, classic organization forms will be replaced by new forms of network organization. Specifically, the provision of complex, multi-optional and high-quality services raises numerous issues of managing and analysing network organizations in the service economy, not least...

Purpose: The purpose of this paper is to explore leadership succession in families in business. Although there is a vast amount of research on leadership succession, no attempt has been made to understand this phenomenon by using an intergenerational learning approach. By applying the Double...

Purpose: This study determines the influence of employer image on industry attractiveness in small and medium-sized hospitality firms by using the instrumental-symbolic framework adapted from marketing literature. Design/methodology/approach: A total of 405 employees and 429 family firm owners...