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: 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 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 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...

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: The purpose of this study is to present a holistic literature review on crime research in the hospitality and tourism field. Design/methodology/approach: This literature review included 109 crime-related academic papers in seven primary sources, namely, ScienceDirect, EBSCOhost’s...

Purpose: This study aims to examine how operator type moderates the relationship between hotel information technology (IT) expenditures and operating performance. Design/methodology/approach: By adapting and extending O’Neillet al.’s (2008) and Huaet al.’s (2015) research, this study...

Purpose: This paper aims to examine the impacts of transformational leadership and employee proactive personality on service performance, the mediation role of organizational embeddedness and the synergies of transformational leadership and proactive personality within the proposed framework....

Purpose – The purpose of the paper is to explore the likely main driving forces behind the internationalization process for publicly traded restaurant firms in the USA, and to offer restaurant executives insights for successful expansions into the international arena....