Purpose Because communication channels are inherently unique, they may differentially affect customers depending on their preferred communication style. Therefore, the information that firms provide might not have the intended effect, which is to increase program loyalty. The purpose of the...

Purpose This study aims to report the results of a survey of diners’ behavior during production and consumption of dining services with three objectives. The first objective is to create customer segments that represent distinct patterns of customer participation in hospitality service...

This book offers a comprehensive collection of the latest research presented at the 8th International XR-Metaverse Conference, held in Las Vegas, USA in 2023. Its goal is to bridge the gap between academia and industry by advancing the state of the art in metaverse, XR, AI-based AR and VR...

Purpose: The purpose of this paper is to test the relationships between a hotel’s design quality and the property’s business performance. Design/methodology/approach: Hotel guests’ assessments of the design quality of hotels that they recently visited are tested using the design quality...

Purpose: Restaurants typically have small profit margins and with the pressure of increasing food and labor costs, management is looking to revenue as a way to maintain and drive profits. One technique to increase revenue is through revenue management practices, but management needs to be aware...