Purpose: This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda. Design/methodology/approach: All hospitality-related CRM articles since its introduction as a concept in 1988...

Purpose This paper aims to identify the changes of researched destinations along with the Approved Destination Status scheme to investigate the development of research problems, and to track the changes of research topics in the context of the development of China’s outbound tourism. The...

Purpose This study aims to review published articles on website evaluation in hospitality and tourism for the period of 2000-2015 to provide a comprehensive updated review, as well as to offer implications for academic researchers and industry practitioners. Design/methodology/approach Content...

Purpose: This study aims to offer a comprehensive review of mobile payment (m-payment) research in hospitality and tourism. Design/methodology/approach: This study systematically reviews 105 m-payment-themed publications retrieved from five research engines including EBSCOhost, Google Scholar,...

Purpose: This paper aims to examine the dynamics of emotional cues and cognitive cues in review fakeness. Additionally, the boundary condition (i.e. review valence) for the dynamics between emotional cues and cognitive cues is investigated. Design/methodology/approach: This research conducted...

Purpose – This paper aims to examine the prevalence and trend of experimental research in hospitality and tourism. Hospitality and tourism researchers have long been encouraged to increase their use of experimental designs. However, a solid support for such advocacy is lacking, and the present...

Purpose – The purpose of this paper is to reexamine several issues about disintermediation from the perspectives of tourism product/service suppliers (hotels) and traditional intermediaries (travel agencies), considering the move of the current distribution landscape toward disintermediation....

Purpose This paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature. Design/methodology/approach Using critical incident technique (CIT), the researchers prompted...

Purpose: This paper aims to identify peer-to-peer accommodation hosts’ perceived motivations and constraints, to examine the prediction of the motivation and constraint factors on hosts’ intention to continue business based on hosts’ attitudes and to explore the moderating role of the...