Purpose The purpose of this paper is to provide a critical review of research on customer
experience management (CEM). The objectives are as follows. The paper first introduces …

Purpose Guest experience and satisfaction have been central constructs in the hospitality
management literature for decades. In recent years, the use of big data as an increasing …

Purpose The purpose of this study is to unearth the factors that influence tourists' revisit
intention. The proposed model of the study is grounded on using the theory of planned …

The study examines the role of customer perceptions of CSR in improving customer loyalty
by exploring its direct and mediated effects through service quality, customer satisfaction …

Business activities using social media are currently growing and its development has
intrigued practitioners and academics. The purpose of doing this present research is to build …

Customers' online reviews play an important role in generating electronic word of mouth;
these reviews serve as an online communication tool that highly influences consumers' …

Blogs are currently powerful instrument and their proliferation has attracted substantial
attention from marketing practitioners and academics. The aim of this study is to propose a …

Culture has been assumed to influence tourist behavior but due to the difficulty of measuring
culture values directly at the individual level, the relationship between national culture and …

Food festivals appeal to a broad range of potential attendees. However, for food festival
attendees to engage in such a food adventure to arouse high levels of satisfaction in an …

Focusing on sporting events as an important segment within the tourism and travel industry,
this study establishes that the service quality–delight–loyalty system complements a service …