Tourism for all, and especially accessible tourism, is a generalized social demand that must be made possible by public authorities and companies in some way linked to the provision of tourist services. International regulations on digital accessibility are advancing so quickly that in just 5...

Purpose - The insurance industry has not been able to effectively retain its customers and struggles to establish and maintain long-lasting relationships with them. The purpose of this paper is thus to identify the main factors that explain the cancellation of motor insurance policies by...

Innovative branding approaches are emerging since the fundamentals of brand management are being called into question. This scenario has been enhanced by COVID-19, which has brought profound impacts from which a different world will emerge. Building on this, the purpose of this study is twofold....

Purpose Customer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the...

Purpose The concept of trust suffers from conceptual confusion. The current perspectives on trust within the B2B marketing domain could be visualised as a big box of which the borders are defined by the disciplines marketing, economics, psychology and sociology. The purpose of this paper is to...

Purpose Many important constructs of business and social sciences are conceptualized as composites of common factors, i.e. as second-order constructs composed of reflectively measured first-order constructs. Current approaches to model this type of second-order construct provide inconsistent...

Smart hospitality has become an attractive project in tourism. Extant research has studied smart technology as a contingency but has neglected to conceptualize smartness and investigate its consequences. This study conceptualizes and operationalizes smart hospitality and explores the...