Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …

Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …

Failures in human-chatbot interactions are becoming inevitable such as failure of chatbots to
maintain contextual awareness. Thus, an effective service recovery strategy is essential for e …

Purpose The study clarifies the relationship between students' perceptions of university
support and heterogeneous entrepreneurial intentions in the Chinese context. It proposes a …

Exploring the criteria for a green and smart hotel: insights from hotel managers'
perspectives | Emerald Insight Books and journals Case studies Expert Briefings Open …

Although previous research has shown that servant leaders can inspire their subordinates to
perform better, few studies have investigated the mechanisms that influence supervisor …

Underpinned by co** theory, this study investigates the extent to which service recovery
strategies (eg, firm-level apologies; compensation; feedback loops) stimulate customer …

The online reviews literature has tended to focus on exploring perspectives such as the
recipient's attitude, reviews' message-based factors, reviews' trustworthiness, and hotel …

To gain competitive advantages and sustainable service innovation, hotels are considering
artificial intelligence technologies (AI), including robots, kiosks for service automation and …

The hospitality industry employs artificial intelligence (AI) to positively influence customer
psychological reactions and behavior. Our research addresses the challenges posed by AI …