The provision of service at the cellar door is now beginning to attract some attention, which is critical given that wine tourism is a very lucrative industry with the ability to generate substantial wealth and growth. This paper develops the application of the SERVQUAL research approach,...

Purpose The constantly evolving higher education (HE) sector is creating a need for new business models and tools for evaluating performance. In this paper, an overview of the importance-performance analysis (IPA) model and its applicability as a management tool for assessing student...

Purpose Robot chefs and robot waiters have emerged in the restaurant industry. Based on the curiosity theory and the stimulus–organism–response paradigm, this study aims to understand the influence of robot restaurant attributes on customer behavioral intention before purchase....

Purpose This study aims to quantify the underlying feelings of online reviews and discover the role of seasonality in customer dining experiences. Design/methodology/approach This study applied sentiment analysis to determine the polarity of a given comment. Furthermore, content analysis was...

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the...

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship...

Purpose “Prosumers” (combining “producer” and “consumers”) describes consumers’ ability to openly share their product/service experiences and thereby drive sales and digital marketing. Understanding what motivates active prosumers to engage in electronic word-of-mouth (eWOM) and...

Purpose – The purpose of this paper is to assist ocean container carriers in their service quality improvement strategies to ensure breakthrough performance in India. Design/methodology/approach – A total of seven container carriers have been involved in this study. To explore the list of...

Purpose – The purpose of this paper is to help fast‐food restaurants successfully penetrate foreign markets and then strengthen their foothold in those markets by identifying cross‐cultural differences in the perceived service quality of fast‐food restaurants; and by examining how those...

Purpose – The purpose of this paper is to evaluate performance of Indian telecom service providers through a benchmarking study of their operational efficiency and service delivery effectiveness. The paper also carries out a peer-to-peer comparison and identifies-specific areas of improvement...