Purpose This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature. Design/methodology/approach Using critical incident technique (CIT), the researchers prompted...

Purpose This study aims to review published articles on website evaluation in hospitality and tourism for the period of 2000-2015 to provide a comprehensive updated review, as well as to offer implications for academic researchers and industry practitioners. Design/methodology/approach Content...

Purpose – The purpose of this paper is to examine how regional factors affect customer satisfaction in the food service sector. This is achieved through investigating the moderating effects on the most important attributes of restaurants. Design/methodology/approach – Hierarchical linear...

Purpose Most previous studies have discussed the factors that drive the development of smart tourism or its benefits. Nevertheless, hindrances to smart tourism development have been largely ignored by previous studies. Hence, to bridge the aforementioned research gap, the present study...

Purpose The purpose of this study is to develop a holistic resilience framework and its contributing factors for organizations in the hospitality and tourism industry for coping with uncertain environments, such as those brought about by the COVID-19 pandemic. Design/methodology/approach This...

Purpose This paper aims to classify the sentiment of online tourism-hospitality reviews at an aspect level. A new aspect-oriented sentiment classification method is proposed based on a neural network model. Design/methodology/approach This study constructs an aspect-oriented sentiment...

Purpose The purpose of this paper is to explore the perceptions of 46 hotel management students from four leading private hotel management schools (PHMS) in Australia on their decision in choosing a PHMS over a traditional public university. Design/methodology/approach Employing the theory of...