Purpose – Previous research has emphasized the pivotal role that salespeople play in customer satisfaction. In this regard, the relationship between salespeople's attitudes, skills, and characteristics, and customer satisfaction remains an area of interest. The paper aims to make three...

Purpose – This study aims to examine whether the relationship between employee satisfaction (ES) and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. In addition, it seeks to examine the role of moderating variables which have incremental impacts on this link....

Purpose Much research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in emotional labor in response to co-production requirements. The purpose of this paper is to present a conceptual...

Chapter 1: Tourism and Hospitality for Sustainable Development in the Digital Era: An Assessment of the Impacts on Customers and Employees in Tourism Enterprises -- Chapter 2: Artificial Intelligence and Robotic Adoption by Customers in the Global Hotel Sector -- Chapter 3: Digital Twin and...