Purpose: This study aims to serve as an important resource for customer engagement (CE) researchers by presenting a comprehensive, up-to-date and objective assessment of the status and evolution of the CE literature. This purpose is achieved through simultaneous consideration and separate...

Purpose: There is a growing trend that hospitality brands are allowing employees to personalize their workplace display. Following this trend in practice, this paper aims to examine the influence of employees’ conspicuous consumption cues (ECCCs) on consumer responses toward service failures...

Purpose: This study aims to focus on peer-to-peer accommodation services in the sharing economy. Adopting construal level theory as the theoretical foundation, this study investigates the main and interaction effects of social and spatial distances on guest loyalty toward peer-to-peer...

Purpose: This paper aims to investigate the roles of different types of customer value in influencing in customer evaluations of Airbnb. In particular, this study empirically tests the roles of four value dimensions in shaping existing Airbnb users’ attitudes and future behavioral intentions...

Purpose This paper aims to investigate what motivates consumers to adopt one of the emerging mobile applications of the sharing economy, ridesharing application. Using social cognitive theory as the theoretical framework, this study develops a value adoption model to illustrate important factors...

Previous research has shown that restaurants are an important factor in the choice of a holiday destination for some tourists. Research has also found that the restaurants at a destination can enhance the guests’ overall satisfaction with the destination. This research was sponsored by the...

Purpose – This paper aims to investigate how small/medium hospitality (SMH) firms set preferences for knowledge transfer relating to customer service improvement activities, through a determination of the most valued activities, preferred forms of media delivery and why best practice choice is...

Guest history is a valuable service and marketing tool. In particular, it is likely to become a strategic device for the development of brand loyalty in the 1990s. Reports on a nationwide Australian study of 121 hotels′ use of guest history, and describes some of the key opportunities for...

Purpose Owners, managers and employees may be criticized personally and professionally by consumers in online reviews, and may suffer emotional and burnout consequences. The purpose of this paper is to examine the impact of customer-generated negative online reviews on hospitality employees....