Increasingly, customers expect suppliers to deliver a high standard of service before and after purchase, and in a competitive market this can mean the difference between success and failure. Explores the role of employees in providing customer satisfaction, and ways in which management can...

Purpose – The purpose of this paper is to highlight the importance of incorporating user generated content (UGC) in the e‐marketing strategies and activities of destination management organizations (DMOs) and debate the possibilities that UGC offers in terms of market research and aiming at...

Purpose – The purpose of this paper is to provide a background on developments in hospitality and tourism in India and its contribution to economic growth. Design/methodology/approach – The paper discusses the importance of customer experience and provides insights on destination management...

Purpose – The purpose of this paper is to study customer delight in tourism as influenced by destination image and perceived value, in the context of Tirupati Thirumala Balaji Devasthanam, the most visited temple in the world. Further, the role of self‐service technology in enhancing...

Purpose – As there has been no research about specific Indian temples, the aim of this paper is to explore the role of technology and commercial factors at ISKCON temple in the National Capital Region, in enhancing the tourists' experience. ISKCON temple, New Delhi, has been the pioneer in...

Purpose – The paper aims to explore the impact of socio‐cultural factors on pilgrimage tourism at Lotus Temple. This study also seeks to investigate the relationship of socio‐cultural factors with the satisfaction level of tourists. Design/methodology/approach – This study is based on...

Purpose – The purpose of this paper is to review the question: how can the consumer experience be enhanced for spiritual and cultural tourism in India? Design/methodology/approach – The paper consolidates the main findings and conclusions arising from the various studies featured in this...

Purpose This paper aims to define relevant forms of co-creation activities and customer engagement in value co-creation geared toward increasing customer satisfaction and loyalty in the Russian hotel industry. Design/methodology/approach Secondary data analysis of hotels’ websites, annual...

Purpose The advent of technology has played a crucial role in changing the landscape of the hospitality sector. One such technology is the adoption and installation of kiosks in hotels. While some of the hotels have adopted and installed kiosks for self-services, the other hotels are still not...

Purpose This paper aims to assess the impact of information and communication technology (ICT) on customer satisfaction in Jamaican hotels. Design/methodology/approach An online survey approach was used with 213 hotel guests in Jamaica. Findings The study found that there was a significant...