Purpose – Key drivers of guest delight are attributes that have a surprise value and a direct relationship with customers' repeat visit intent and thus a business' overall success. It is an important strategic task to determine what those critical attributes are. The aim of this paper is to...

This study provides background information on the casino gaming and tourism industries in Canada. The historical, regulatory, developmental, and subsequent growth to the present size and scope of the Canadian casino gaming industry is profiled. There are currently 64 full‐service casinos in...

Creating and sustaining trust in buyer‐seller relationships constitutes a critical strategic skill in the international travel trade. After conceptualizing the importance of trust between wholesale buyers and suppliers in a tourism context, this paper proposes a model composed of the factors...

Purpose: The purpose of this paper is to review the impact electronic word-of-mouth (eWOM) has had on the hospitality and tourism industry and discuss the changes that will affect its future. The paper’s touchpoint is the authors’ earlier paper (Litvin et al., 2008), which proposed that...

Purpose: With the growing online review manipulation and fake reviews in the hospitality industry, it is not uncommon that a consumer encounters disconfirmation when comparing the existing online reviews with his/her own product or service evaluation. The purpose of this study is to investigate...

Purpose: Recent tourism research has adopted social media analytics (SMA) to examine tourism destination image (TDI) and gain timely insights for marketing purposes. Comparing the methodologies of SMA and intercept surveys would provide a more in-depth understanding of both methodologies and a...