Purpose This study aimed to investigate consumers’ perception on sustainable business-and-industry (B&I) foodservice and their willingness to pay a premium for it. Design/methodology/approach An online survey was conducted. Among the 978 respondents, a total of 548 respondents who used B&I...

Purpose: This study aims to investigate the moderating effect of in-group social presence on the relationship between face concern and hotel customers’ behavioral responses to service failures. Design/methodology/approach: Participants were randomly assigned to two conditions: in-group...

Purpose: As tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light into this issue, this paper aims to explore the impact of tattooed restaurant servers in the context of service failures. Through the agency and communion theory, the...

Purpose: The purpose of this paper is to discuss some common pitfalls in experimental research in the field of hospitality and tourism. It aims to offer recommendations on how to avoid such problems to enhance theory development. Findings: This paper highlights some common pitfalls in...

Purpose – This study aims to investigate customer preferences towards loyalty reward programs in the restaurant industry. Willingness to join such programs and expected benefits are also examined. Design/methodology/approach – Focus group interviews followed by a survey methodology were used...

Purpose – The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling...

Purpose – The purpose of this paper is to examine corporate strategic effects on hotel unit performance. Taking a hotel owner's perspective, the relationship between four types of the owner's corporate level strategies and the hotel property financial performance are examined....

Purpose The luxury segment of the hospitality industry has experienced substantial growth in the past decade. Unfortunately, the notion of perceived luxury values has received scant attention, and there is a lack of valid framework to capture consumers’ value perceptions in the context of...

Purpose – This paper aims to examine the joint effects of product type (hospitality services vs goods) and consumers’ need for status (low/Patricians vs high/Parvenus) on consumers’ attitude change toward their favorite luxury brands. As an ever increasing number of customers can now...