Purpose: Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments...

Purpose: This paper aims to explore theme park visitors’ attitudes toward interacting with robots and investigated the qualities and functions of robotic servers and their influence on customers’ loyalty. A structural equation modeling approach was used to identify the complex relationships...

Purpose: The purpose of this paper is to explore leadership succession in families in business. Although there is a vast amount of research on leadership succession, no attempt has been made to understand this phenomenon by using an intergenerational learning approach. By applying the Double...

Purpose: This study determines the influence of employer image on industry attractiveness in small and medium-sized hospitality firms by using the instrumental-symbolic framework adapted from marketing literature. Design/methodology/approach: A total of 405 employees and 429 family firm owners...

Purpose: This study targeted hospitality family business owners as essential pillars of the tourism industry. How they perceive aspects of the crisis and what they derive organizational resilience from, including the role of their human resources, are explored. Internal and external factors of...

Purpose: The purpose of this paper is to explore how intergenerational communication between predecessors and successors impacts on the entrepreneurial family and the family business, and aims at developing a typology of communication patterns in family business succession....

Purpose: The purpose of this paper is to evaluate the usability of different design methods in understanding the customer experience from a contextual and systemic standpoint. Design/methodology/approach: Three design methods (i.e. personas, observations and collaborative service mapping) were...

Purpose: This paper aims to explore the pertinent issues, barriers and pitfalls of intergenerational communication in business families during their leadership succession period. Design/methodology/approach: Building on relational leadership theory, the paper makes use of an action research...

Purpose: Combining sport event tourism and experience economy has led to an experience-based explanation of sport tourists' behavior and the creation of experiencescapes. This study aims to analyze the interdependence of perceived experiences and revisit intention across three events....