Purpose: This study aims to understand customers’ watching experience with travel vlogs and its impacts on one of the most prominent manifestations of customer engagement behaviors (CEBs) – word-of-mouth (WOM) – and their travel intention. Drawing upon the theory of resonance, this study...

Purpose: This paper aims to explore how hospitable telemedicine services empowered patients during the COVID-19. Expanding from the technology aspect, this research integrated the philosophy of hospitality organizational culture by including factors related to human-human interaction as...

Purpose: This paper aims to offer empirical insights on how investing in e-commerce capabilities affects the relationship between loyalty programs and hotel operating performance so as to aid in identifying proper resource allocation strategies. Design/methodology/approach: This study extended...

Purpose: The purpose of this paper is to examine why and how emotional labor influences hotel employee behavior outside the workplace. Design/methodology/approach: Both qualitative and quantitative approaches were used. First, 21 entry-level hotel managers were interviewed, and grounded theory...

Purpose: This study aims to use a sample of 2,120 individual hotel properties between 2011 and 2013 to evaluate the impact of loyalty programs on hotel operational and financial performance. Design/methodology/approach: This study provides empirical support for the impact of loyalty program...

Purpose: This study aims to examine the nascent stream of literature connecting grit and protean career orientation to job attitudes, turnover intentions and job embeddedness and how job insecurity moderates the aforementioned associations. Design/methodology/approach: Based on the...

Purpose The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience....

Purpose The purpose of this study is to explore how event attendees experience interactive encounters in the most competitive segment of the business sector of events – conferences. Design/methodology/approach A total of 26 in-depth personal interviews was conducted with previous conference...

Purpose Drawing upon an error management perspective, this study aims to examine how in the wake of an information security breach, a hotel’s error management culture influences customer engagement behaviors and trust. The potential moderating effects of the perceived error controllability are...