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Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic
Robots and artificial intelligence (AI) technologies are becoming more prominent in the
tourism industry. Nowadays, consumers are faced with multiple options involving both …
tourism industry. Nowadays, consumers are faced with multiple options involving both …
Impact of knowledge sharing on employees' service quality: the moderating role of artificial intelligence
Purpose A growing number of international travellers have influenced how hotels manage
their customer satisfaction reviews and ratings. This study examines the influence of …
their customer satisfaction reviews and ratings. This study examines the influence of …
[HTML][HTML] Impact of the rating system on sentiment and tone of voice: A Booking. com and TripAdvisor comparison study
Online reviews have bridged the gap between traditional word-of-mouth and viral
communication, influencing peer's decision processes. Analyzing tourists' online reviews …
communication, influencing peer's decision processes. Analyzing tourists' online reviews …
Self-service technology kiosk design for restaurants: An QFD application
Self-service technology (SST) has been increasingly integrated into today's service industry.
The ability to understand how customers perceive SST and improve its quality is therefore …
The ability to understand how customers perceive SST and improve its quality is therefore …
Understanding the influence of airport servicescape on traveler dissatisfaction and misbehavior
Underpinned by complexity theory, this study investigates whether the influence of social
and physical servicescape on international travelers' dissatisfaction and misbehavior differs …
and physical servicescape on international travelers' dissatisfaction and misbehavior differs …
Is customer satisfaction achieved only with good hotel facilities? A moderated mediation model
Modern hotel business models tend to split ownership of the property and its business
operations. It can be assumed that a good-quality hotel facility per se can easily achieve …
operations. It can be assumed that a good-quality hotel facility per se can easily achieve …
Tourist scams, moral emotions and behaviors: impacts on moral emotions, dissatisfaction, revisit intention and negative word of mouth
Purpose Drawing upon affective events theory (AET), this study aims to explore the
relationship between tourists' perceived deception and moral emotions, dissatisfaction …
relationship between tourists' perceived deception and moral emotions, dissatisfaction …
Operational risk management and customer complaints: the role of product complexity as a moderator
Purpose The purpose of this paper is to examine the relationship between operational risk
management and customer complaints. It also determines whether product complexity …
management and customer complaints. It also determines whether product complexity …
How about the service perception during the COVID-19 pandemic: an analysis of tourist experiences from user-generated content on TripAdvisor
Purpose The COVID-19 pandemic has resulted in significant changes in tourists' attitudes
and behaviors mostly as a result of confinement-related problems. Although various studies …
and behaviors mostly as a result of confinement-related problems. Although various studies …
Predictors and outcomes of consumer deception in hotel reviews: The roles of reviewer type and attribution of service failure
The factors that contribute to manipulated online hotel reviews have not been given fair
consideration in literature. The present study fills this void by develo** a conceptual …
consideration in literature. The present study fills this void by develo** a conceptual …