Although it is still at the inception stage, the Metaverse is likely to revolutionize service
marketing and management by disrupting existing business strategies, consumer norms …

This mixed-methods study conceptualized and developed a scale to measure vicarious
nostalgia in heritage tourism. Based on a comprehensive literature review, vicarious …

Accommodation purchase decision is a complex field that makes predictions of revisit
intentions hard to examine. Our work explores psychological factors motivating visitors' …

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 …

Mobile wallet has become the predominant form of electronic commerce in many countries,
and India is no exception. It is imperative to understand the behavior of users of mobile …

This study identifies the depth structure of customer complaint efforts and investigates the
roles of each dimension in the structural relations with customer satisfaction and loyalty …

Abstract Service is entering a 2.0 transformation where service no longer simply involves
customer-employee interactions, but customer-technology-employee interactions. However …

Chatbot service failures are inevitable in tourism and hospitality, how chatbot service
recovery retains tourists is an issue that cannot be ignored. The nudging effect of default …

The ability of a business to engage in service recovery should not be restricted by the type of
business model or its pre-dominant service delivery methods. Using a mixed method …

This study develops a theoretical framework based on the American Customer Satisfaction
Index (ACSI) model to examine the formation and determinants of tourists' satisfaction with …