This study addresses two critical research gaps in human-robot interaction (HRI): the limited
systematic research on the role of trust in customers' acceptance of artificially intelligent (AI) …

This study investigates the collective influences of cultural, hotel, and reviewer
characteristics on online ratings in the hotel sector. Based on over 243,000 TripAdvisor …

It has been 15 years since the first edition of this book. Since then, increased research
results have become available to support the understanding of culture's influence on …

Mistreatment in the workplace is a recurring and persistent threat to employee health and
organizational productivity. Research has shown that there are five times as many cases of …

Service sector employees often deal with mistreatment in their interactions with the
customers. Mistreatment during the service interaction varies in severity and intensity …

This paper presents a machine learning approach involving tourists' electronic word of
mouth (eWOM) to support destination marketing campaigns. This approach enhances …

Research has focused on exploring the distinction between human employees and AI
robots. However, little is known about customer perceptions of service fairness towards AI …

Purpose This study explores the influence of employee empathy on brand love, which
subsequently affects customer advocacy, willingness to pay more (WTPM) and tolerance of …

Understanding customer responses to service failures enable practitioners to minimize the
negative impact of service failures. The purpose of this study is to examine the joint effect of …

Tourist engagement (TE) has gained prominence in academia and industry. While previous
studies have focused on exploring TE in tourism and hospitality, no consolidated empirical …