Purpose Based on the unified theory of acceptance and use of technology (UTAUT2), the purpose of this study was to examine users’ continued usage intention of mobile event application (MEA) technology. Design/methodology/approach A self-administered online survey was used to collect the study...

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the...

Purpose This study aims to compare the performance of self-service kiosks in a quick-service setting with the performance of cashiers. In particular, this study explores both internal responses and external responses between the two ordering methods with the moderating role of crowdedness....

Purpose This paper aims to explore textual patterns in ten years of electronic word-of-mouth communications amongst social media (SM) users of the Java Jazz Festival. Design/methodology/approach This study uses a data-scraping technique to gather user-generated content from Twitter. Word-cloud...

Purpose The purpose of this study is to use the grounded theory approach to develop a theoretical understanding of managerial resourcefulness in Turkish culture from the perspective of both hospitality managers and subordinates. Design/methodology/approach This study adopts the grounded theory...

Purpose Voice assistants (VAs) empower human–computer interactions by recognising human speech and implementing commands pronounced by users. This paper aims to investigate VA-enabled interactions between hotels and guests in the hospitality context. The research positions VAs within the...

Purpose The current study aims to investigate hotel guests’ intention to use virtual reality (VR) and willingness to pay more for hotels that have VR applications (e.g. virtual room tour) when booking a hotel. Design/methodology/approach Through a theoretical lens of...

Purpose This study aims to uncover how heuristic information cues (HIC) and systematic information cues (SIC) of online reviews influence review helpfulness and examine a moderating role of social influence in the process of assessing review helpfulness. In particular, this study conceptualizes...

Purpose This paper aims to examine the effectiveness of two types of hotel commercials [virtual reality (VR) versus traditional commercials] by proposing and testing a presence-mediated model along with gender effects. Design/methodology/approach An experimental design is used to test the...

Purpose The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering methods in an experimental design. Design/methodology/approach A research model was developed based on the...