Purpose This paper aims to offer and examine a conceptual model of tourist innovativeness toward self-service technologies (SSTs) to confirm whether tourists prefer service delivery by SSTs over employees in an offline hospitality environment. Design/methodology/approach Tourists’ perceived...

Purpose This study aims to develop and validate a scale for measuring hotel brand experience. Design/methodology/approach Based on existing hotel and brand experience literature, and seven distinct studies carried out as part of this research, a 17-item five-dimensional hotel brand experience...

Purpose The purpose of this study is to extend and revise the basic technology-based service (TBS) adoption model in luxury hotels in India using smart phone apps, and to analyse the impact of the guests’ innovativeness, willingness to co-create, need for interaction and involvement on their...