Purpose This paper aims to examine the differential effects of gamified loyalty programmes and conventional loyalty programmes on customer engagement behaviours. Design/methodology/approach A 2 × 2 × 2 experiment was conducted that manipulated gamification (gamified vs non-gamified), reward...

Purpose This paper aims to examine how consumers’ perceptions of artificial intelligence (AI) chatbots influence individuals’ cognitive and emotional states and their subsequent behavioural intentions vis-à-vis online travel agencies (OTAs). Design/methodology/approach The survey sample...

Purpose This study aims to explicate consumers’ intentions to use online food delivery systems (OFDS) subscription services. The study revisited the unified theory of acceptance and use of technology. Design/methodology/approach A typical methodology that involved a confirmatory factor...

Purpose This paper aims to evaluate the impact of the COVID-19 pandemic on the performance of travel cryptocurrency and stock markets over a long period during the pandemic. Design/methodology/approach A generalized autoregressive conditional heteroskedasticity model was developed for 6 travel...

Purpose To test the applicability of the user-generated content (UGC) derived from social travel network sites for online reputation management, the purpose of this study is to analyze the spatial clustering of the reputable hotels (based on the TripAdvisor Best-Value indicator) and reputable...

Purpose Focused on peer-to-peer accommodation sharing, this paper aims to investigate the effect of perceived value on the two dimensions of satisfaction (transaction- and experience-based) and continuance intention involved in using a platform featuring triadic relationships....

Purpose This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used for collecting, pre-processing and analysing online reviews was proposed to understand the hidden information...

Purpose This study aims to present a general approach for understanding and analyzing the thematic evolution of the concept of co-creation in smart environments within the tourism context. Design/methodology/approach This study performs a co-word analysis with a longitudinal framework that...

Purpose While the economic benefits of the exhibition industry for the hotel sector have been addressed, the impact of exhibitions on individual hotels is unknown, especially when individual hotels’ star classification and locations are considered. This study aims to provide a better...

Purpose Mobile food ordering apps (MFOAs) became more popular, thanks to social distancing regulations during the COVID-19 outbreak. People started to order food using these apps more than usual. As customers seem happy to use these apps, there is always a risk of spreading infection. These...