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Responding to negative online reviews : the effects of hotel responses on customer inferences of trust and concern
Sparks, Beverley; So, Kevin Kam Fung; Bradley, Graham L. - In: Tourism management : research, policies, practice 53 (2016), pp. 74-85
Persistent link: https://www.econbiz.de/10011440024
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Technology readiness and customer satisfaction with travel technologies : a cross-country investigation
Wang, Ying; So, Kevin Kam Fung; Sparks, Beverley - In: Journal of travel research : a quarterly publication of … 56 (2017) 5, pp. 563-577
Persistent link: https://www.econbiz.de/10011687294
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What technology-enabled services do air travelers value? : investigating the role of technology readiness
Wang, Ying; So, Kevin Kam Fung; Sparks, Beverley - In: Journal of hospitality & tourism research : JHTR ; the … 41 (2017) 7, pp. 771-796
Persistent link: https://www.econbiz.de/10011746974
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Enhancing customer relationships with retail service brands : the role of customer engagement
So, Kevin Kam Fung; King, Ceridwyn; Sparks, Beverley; … - In: Journal of service management 27 (2016) 2, pp. 170-193
Persistent link: https://www.econbiz.de/10011565134
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The role of customer engagement in building consumer loyalty to tourism brands
So, Kevin Kam Fung; King, Ceridwyn; Sparks, Beverley; … - In: Journal of travel research : a quarterly publication of … 55 (2016) 1, pp. 64-78
Persistent link: https://www.econbiz.de/10011427743
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Cultural drivers of high performing knowledge-intensive service organisations
Edgar, Fiona; Gray, Brendan J.; Browning, Victoria; … - In: Journal of management & organization : JMO 20 (2014) 1, pp. 56-78
Persistent link: https://www.econbiz.de/10011904972
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Two-directional convergence of platform and pipeline business models
Mody, Makarand; Wirtz, Jochen; So, Kevin Kam Fung; … - In: Journal of Service Management 31 (2020) 4, pp. 693-721
Purpose: This article examines the new phenomenon of the convergence of platform and pipeline business models. It examines the potential synergies and challenges for platforms to add pipeline components and vice versa for pipeline businesses. Design/methodology/approach: This paper uses a...
Persistent link: https://www.econbiz.de/10012278750
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Artificial intelligence in hospitality and tourism : insights from industry practices, research literature, and expert opinions
Kim, Hyunsu; So, Kevin Kam Fung; Shin, Seunghun; Li, Jing - In: Journal of hospitality & tourism research : JHTR ; the … 49 (2025) 2, pp. 366-385
Persistent link: https://www.econbiz.de/10015193312
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Cross-validating the measurement scale for consumers' experience with hospitality and tourism technology : a multi-sector approach
Shin, Hyejo Hailey; So, Kevin Kam Fung; Jeong, Miyoung - In: International journal of contemporary hospitality management 36 (2024) 12, pp. 4215-4236
Persistent link: https://www.econbiz.de/10015145523
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Service robots : applying social exchange theory to better understand human-robot interactions
Kim, Hyunsu; So, Kevin Kam Fung; Wirtz, Jochen - In: Tourism management : research, policies, practice 92 (2022), pp. 1-15
Persistent link: https://www.econbiz.de/10013326674