Purpose This study proposes “genuine small talk” in hospitality settings, particularly in coffee shops and its impact on enhancing guest experiences. This study aims to delineate how genuine small talk, characterized by sincerity, mutual respect, truthfulness and empathy, differs from...

Purpose The aim of this study is to ascertain the fundamental characteristics that influence the theme park experience during the period following the pandemic, using the experiencescape framework. Design/methodology/approach To obtain electronic word-of-mouth data, this research leverages...