Purpose The purpose of this study is to explore how event attendees experience interactive encounters in the most competitive segment of the business sector of events – conferences. Design/methodology/approach A total of 26 in-depth personal interviews was conducted with previous conference...

Purpose – The study aims to investigate the illegitimate customer complaining behavior (ICCB) in the hospitality industry from the perspective of frontline employees. In particular, this study identified ICCB incidents, ICCB triggering factors and inhibitors in the hospitality industry....

Purpose This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined. Design/methodology/approach An online survey was used to collect 311 actual episodes of consumer envy....

Purpose – The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore...