Purpose: The purpose of this study is to explore consumer reviews with robotics based on the five dimensions for evaluating user experiences (i.e. embodiment, emotion, human-oriented perception, feeling of security and co-experience), as derived from research in human-robot interactions (HRI)....

Purpose – The current research aims to explore the possible effects of attitude towards complaining (ATC) on intention to remain loyal to hotels and to compare Chinese and American ATC in this perspective. Design/methodology/approach – The sample of the study consisted of Chinese and...

Purpose: The prevalence of online review websites and the ever-growing difficulty of judging review quality result in the increasing need for consumers to reduce cognitive costs. Thus, the purpose of this study is to find out the determinants of review helpfulness based on a comprehensive...

Purpose: This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences. Design/methodology/approach: Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers’...

Purpose: This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda. Design/methodology/approach: All hospitality-related CRM articles since its introduction as a concept in 1988...

Purpose: This study aims to present a state-of-the art review on information and communication technology (ICT) research in hospitality and tourism published between 2014 and 2017. Design/methodology/approach: A total of 288 full-length articles from eight top-tier hospitality and tourism...

Purpose: This paper aims to investigate the social structure of strategic management research in the hospitality management field to determine whether a strong social structure is needed and, if so, how this structure can be enriched within the hospitality field. Design/methodology/approach: A...

Purpose: This study aims to illustrate how organizational support can reduce work-family conflict (WFC) and improve job/life satisfaction by synthesizing the empirical findings among hospitality employees. Design/methodology/approach: Previous empirical papers were searched through tourism and...

Purpose: This paper aims to examine the dynamics of emotional cues and cognitive cues in review fakeness. Additionally, the boundary condition (i.e. review valence) for the dynamics between emotional cues and cognitive cues is investigated. Design/methodology/approach: This research conducted...