Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …

Purpose This article aims to provide a summary review of what is already known about
customer loyalty and identifies some emerging issues that play an important role in it. As a …

Purpose The purpose of this paper is to delineate a research agenda to guide future service
research investigating the digital transformation of financial service systems through Fintech …

This study evaluates bibliometric studies in tourism, depicts emerging themes, and offers
critical discussions for theory development and future research. To achieve this aim, 190 …

Purpose This study aims to investigate the effect of customers' multisensory service
experience on customer satisfaction with cognitive effort and affective evaluations using big …

Service failures and recoveries have important implications for hospitality and tourism
businesses, not only due to general service characteristics of inseparability, heterogeneity …

This study provides a systematic analysis of review studies in selected hospitality and
tourism journals published to date. Although a number of review studies published within the …

Hospitality and tourism businesses engage customers as collaborators in creating value
through the satisfactory delivery of products and services. The purpose of this study is to …

Hospitality exists from the grassroots level of society upward and plays a central role in the
global economy. For the many organizations active in this sector and the societies they are …

Purpose This paper aims to investigate the influence of customer participation in services on
the innovative behaviors of employees. Although previous studies have acknowledged the …