The emergence of the Internet brought changes to traditional Word-of-Mouth Communication (WOM). Consumers are able to share and exchange opinions with anyone in the world, while WOM has customarily resulted from face-to-face relationships (Huang & Chen, 2006). Online portals allow individuals to...

While hotels come up with various discount strategies to attract consumers, especially during a recession, both hotels and consumers seem to favor dynamic pricing. Previous studies also indicated that price discounts give consumers not only monetary benefits but also positive emotional...

The paper attempts to shed light on the key drivers of consumer tipping behavior and reports the findings from an exploratory study aimed at addressing consumer motivations and their influence on consumers’ willingness to tip. When approaching the research issue, the phenomenon presents an...

Despite the increasing interest in corporate social responsibility (CSR) marketing practices, the role of CSR has little been explored in the area of hospitality marketing. The main purpose of the study was to propose and assess a theoretical model on the effects of hotels’ CSR and corporate...

In order to attract new customers and retain existing customers, restaurants need to identify the criteria on which customers determine the restaurants where they eat. The present study examines the restaurant selection criteria being employed by U.S. customers. This study also examined if there...

This study examines multiple reference effects in customers’ service evaluation regarding dining experiences in restaurants. Specifically, the present study explores the antecedent role of three reference points: focal, other, self-based and satisfaction in the development of customer...

Abstract In-house food service brands operating on college campuses struggle to build brand image without consumer awareness. Corporate Social Responsibility (CSR) activities may enhance brand image, for the customers, employees and stakeholders (Lee and Heo, 2009). Brown and Dacin (1997)...

Towards Understanding Consumer Processing of Negative Word-of-Mouth Communication: The Roles of Opinion Agreement and Organizational ResponseChung Hun Lee School of Hospitality Management The Pennsylvania State UniversityandDavid Cranage School of Hospitality Management The Pennsylvania State...

This study conducts a gap analysis on Generation Y (Gen Y) customer expectation and perception towards lifestyle hotels. In the result, 11 gaps between Gen Y customer expectation and perceptions on lifestyle hotels are identified. An Importance-Performance (I-P) map further demonstrates how...

The purpose of this study is to identify ideal behaviors and attitudes that are needed by service providers that cater to highly vulnerable populations. While the conceptualization of customer vulnerability has been widely debated in business, marketing, sociology, and psychology scholarly...