An overview of tourism and hospitality scales: Discussion and recommendations
Purpose Scales play an important role in researching and understanding a field. This study
aims to explore scales developed in hospitality and tourism to identify the trends and the …
aims to explore scales developed in hospitality and tourism to identify the trends and the …
A conceptual framework of the service delivery system design for hospitality firms in the (post-) viral world: The role of service robots
This study aims to develop a conceptual framework of the service delivery system design for
hospitality firms in the (post-) viral world. Several theoretical approaches such as resource …
hospitality firms in the (post-) viral world. Several theoretical approaches such as resource …
Hotel managers' perceptions towards the use of robots: a mixed-methods approach
Adopting a supply-side perspective, the paper analyses Bulgarian hotel managers'
perceptions of service robots using a convergent mixed methods design. Structured …
perceptions of service robots using a convergent mixed methods design. Structured …
Enhancing hospitality experience with service robots: The mediating role of rapport building
This study investigated the influence of service robot attributes on customers' hospitality
experience from the perspective of relationship building. Through literature review and a …
experience from the perspective of relationship building. Through literature review and a …
Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic
Artificial intelligence (AI) contactless services thrived during the COVID-19 pandemic, while
their consequences remained unclear. Based on media equation theory and means-end …
their consequences remained unclear. Based on media equation theory and means-end …
The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload
Purpose Hospitableness lies in the center of hospitality services. With the infusion of artificial
intelligence (AI) technology in the hospitality industry, managers are concerned about how …
intelligence (AI) technology in the hospitality industry, managers are concerned about how …
Analytic perspectives on online purchasing in hotels: a review of literature and research directions
Purpose As scholarly research in online purchasing increases in size and scope,
understanding the manner in which consumers engage during online purchasing in hotels is …
understanding the manner in which consumers engage during online purchasing in hotels is …
Going back to its roots: can hospitableness provide hotels competitive advantage over the sharing economy?
While the customer experience is at the heart of the hospitality industry, experience-related
research remains underrepresented. This gap is critical, particularly given the emerging …
research remains underrepresented. This gap is critical, particularly given the emerging …
[HTML][HTML] The effect of hospitableness on positive emotions, experience, and well-being of hospital patients
The role of hospitableness in hedonic service settings has been subject to considerable
theoretical and empirical investigation; however, its role in utilitarian service settings (eg …
theoretical and empirical investigation; however, its role in utilitarian service settings (eg …
Measuring the experience of hospitality: Scale development and validation
R Pijls, BH Groen, M Galetzka, ATH Pruyn - International journal of …, 2017 - Elsevier
This paper identifies what customers experience as hospitality and subsequently presents a
novel and compact assessment scale for measuring customers' experience of hospitality at …
novel and compact assessment scale for measuring customers' experience of hospitality at …