Purpose The purpose of this study is to evaluate the impact of workplace incivility on innovation, organizational citizenship behaviors, organizational commitment and performance in travel agencies. The study also aims at exploring the mediating roles of innovation, organizational citizenship...

Purpose Research on service innovation management of online travel agencies (OTAs) remains relatively scarce. This study aims to illuminate the detailed components of managing service innovations at OTAs. Design/methodology/approach An in-depth case study is conducted at Trip, the largest OTA in...

Purpose This study aims to explore the factors affecting customers’ attitudes to the adoption of robots in hotels and travel agencies. Design/methodology/approach Structural equation modelling was used to test the extended technology acceptance model based on data collected from 570 customers...