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 study aims to use a sample of 2,120 individual hotel properties between 2011 and 2013 to evaluate the impact of loyalty programs on hotel operational and financial performance. Design/methodology/approach: This study provides empirical support for the impact of loyalty program...

Purpose: Mobile instant messaging (IM) has been increasingly adopted by hotels to communicate with customers. This study aims to explore communication between hotels and customers and identifies the factors that affect hotel customers’ intention to use mobile IM to communicate with hotels....