Purpose–To propose a new decision-making process that Generation Zers adopt when they
shop for travel and tourism services through social and mobile applications (ie, hotels …

Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students,
lecturers, researchers and practitioners a comprehensive guide to the influence of culture on …

Understanding the basic emotions of people is one of the most important skills of emotional
intelligence. This study investigates the emotion/facial expression recognition abilities of …

In recent years, the research on online service recovery reviews (OSRRs) has attracted
significant attention. However, few studies have focused on prospective consumers' …

This study investigates the extent to which hospitality employees are aware of their facial
expression/emotion recognition abilities in interacting with customers. As a sign of …

The aim of research is to reveal the role of service recovery in the effect of the satisfaction
levels of customers staying in hotel businesses and experiencing service failures on word of …

Purpose: This study aims to eliminate the gap in this field by examining the concept of
service recovery in the field of tourism with bibliometric technique. Design/methodology …

The internet has altered customer–brand interactions and service delivery. Online service
failures are inevitable, but social media provides opportunities for efficient service recovery …

Implications of Culture for Tourism and Hospitality Marketing Mix in East and Southeast Asia |
Tourism Marketing in East and Southeast Asia Skip the header click to show the menu Menu …

Hizmetlerde somut ürünlere göre müşterilerin ve şirketlerin istemediği sıkıntılı durumlar daha
fazla ortaya çıkmaktadır. Bunun nedeni hizmetlerin kendine özgü özellikleri ve çoğu …