Purpose – The purpose of this paper is to explore the influence of demographic factors (age, gender, education, income) on consumer attitudes and their intentions to use radio frequency identification (RFID) in the hotel industry. Design/methodology/approach – Quantitative research...

Purpose – The purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting. Design/methodology/approach – Given the dyadic nature of the study, a two‐way sample design was used which integrated employee responses...