Purpose Because communication channels are inherently unique, they may differentially affect customers depending on their preferred communication style. Therefore, the information that firms provide might not have the intended effect, which is to increase program loyalty. The purpose of the...

Purpose: The purpose of this paper is to develop a scale to measure normative and informational influence in online traveler reviews. Design/methodology/approach: Through proper scale development techniques and a two-sample validation process, the resulting 2-factor, 11-item scale yields a...

Purpose: The purpose of this paper is to evaluate the extent to which consumers will exert more effort to avoid risk (negative reviews) versus seek reward (positive reviews) when making a restaurant decision. Design/methodology/approach: This study investigates the influence of distance and...

Purpose: The purpose of this paper is to evaluate how consumers simultaneously process multiple cues for different dining occasions when making a restaurant decision. Design/methodology/approach: This paper investigates the influence of priming (review prototype), effort (distance) and...

Purpose This study aims to report the results of a survey of diners’ behavior during production and consumption of dining services with three objectives. The first objective is to create customer segments that represent distinct patterns of customer participation in hospitality service...

Purpose In 1999, Shoemaker and Lewis declared customer loyalty as “the future of hospitality marketing”. This paper aims to evaluate the state of research and practice in hotel loyalty and reward programs in the subsequent 15 years to determine if the tenets set forth have occurred. The...