Purpose: This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive and affective appraisals and acceptance of consumers during service delivery. Design/methodology/approach: The...

Purpose: Examination of the image projected through photographs used in marketing materials can enable managers to identify opportunities for creating differentiated positioning in the marketplace. However, the impact of image projected through photographs has not received much attention in...

Purpose: This study aims to investigate the antecedents of local residents’ heritage resource protection and conservation responsibility behaviors that were identified based on the conceptual premises of value orientation and identity theories for the purpose of providing further insight into...

Purpose: Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service...

Purpose: This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions. Design/methodology/approach: The conceptual model that was developed using the stimulus-organism-response...

Investigates the relationship between tourists’ destination loyalty and their preferences as to destination. Destination loyalty is operationally defined as the level of tourists’ perceptions of a destination as a recommendable place. On‐site surveys of Korean outbound travellers were...

Purpose – Many hospitality programs have developed their own career and placement services to assist students in job searching efforts. The purpose of this paper is to identify factors that are important for the success of career and placement services offered by hospitality programs, from the...

Purpose – This study aims to develop a conceptual model demonstrating the antecedents and outcomes of consumers’ online tourism information confusion. Design/methodology/approach – A deductive approach was utilized to propose eight variables as antecedents of online confusion and five...

Purpose This study aims to investigate the influence of employee positions (supervisor vs line-level employee) on work-related variables (e.g. work engagement, job satisfaction and turnover intentions). Design/methodology/approach Data were collected from line-level employees and supervisors of...

Purpose This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing...