Smart hospitality has become an attractive project in tourism. Extant research has studied smart technology as a contingency but has neglected to conceptualize smartness and investigate its consequences. This study conceptualizes and operationalizes smart hospitality and explores the...

Purpose – Although practitioners and scholars alike embrace service customization as a possibly powerful management instrument, its impact on customer relationships as well as contingencies for its effective application are not well understood. Drawing from relationship marketing and exchange...