Abstract Service robots have become integral to the service industry in the context of
intelligent upgrading and transformation, both of which affect consumer evaluations of their …

The impact of loyalty programs on customer retention was investigated in this study.
Concomitantly, the mediating effects of brand association and customer satisfaction between …

This paper develops and tests an innovative DEA model in the hospitality sector, by
originally embedding online customer ratings among the outputs of the model. Based on a …

The power of e-commerce: Does e-commerce enhance the impact of loyalty programs on
hotel operating performance? | Emerald Insight Books and journals Case studies Expert …

This study investigates the impact of reward timing (immediate versus delayed rewards) on
conative loyalty (deliberate, intention-based commitment to repeatedly choose a specific …

Purpose The hospitality industry values segmentation and loyalty programs (LPs), but there
is limited research on new methods for segmenting loyalty program members, so managers …

Purpose The study sought to assess the nexus between components of perceived justice
and satisfaction, trust and loyalty with service recovery. Design/methodology/approach …

This review seeks to investigate the relationship among innovation, organisational
ambidexterity and organisational performance by reviewing the related literature. The …

The research into Corporate Social Responsibility (CSR) has been prolific in the last years,
although few studies have focused their attention on studying its relationship with economic …

Purpose This study aims to examine how operator type moderates the relationship between
hotel information technology (IT) expenditures and operating performance …