Purpose: This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service...

Purpose: Big data analytics allows researchers and industry practitioners to extract hidden patterns or discover new information and knowledge from big data. Although artificial intelligence (AI) is one of the emerging big data analytics techniques, hospitality and tourism literature has shown...

Purpose: This paper aims to explore the underlying structure of wellness in upper-upscale and luxury hotels and the roles wellness attributes play in customer satisfaction and dissatisfaction. Design/methodology/approach: This study uses a mixed methods approach consisting of content analysis...