Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry,...

Purpose – Since the advent of the internet, social networking sites (SNS) have grown rapidly in popularity. This paper aims to explore Generation Y's information seeking and sharing behavior with regard to information about SNS; it also investigates the impact of consumer characteristics and...

Purpose: The purpose of this study is to examine the role of scent congruence with the brand image in the formation of consumers’ reactions to the atmosphere of a place. Design/methodology/approach: Using a factorial design (i.e. scent congruent with the brand image, scent not congruent and...

Purpose: The purpose of this study is to examine how social media facilitates the process of customer engagement in quick service restaurants (QSRs). Customers characterized as transactional customers, loyal customers, delighted customers or fans, based on the degree of relational exchange and...

Purpose: This paper aims to clarify the effects of motivations on negative online customer reviews (OCRs) behavior in an integrative framework and to identify the moderating role of monetary compensation and psychological compensation in the Chinese food and beverage industry....

Purpose This study aims to examine factors affecting restaurant customers’ intention to use near field communication (NFC)-based mobile payment (MP) technology. More specifically, based on the valence theory, this paper examined the impacts of users’ negative valence (perceived risk and...

Purpose – While a layman's theory supports the view that “a smile goes a long way,” the authors argue that “not all smiles are created equal” in the sense that the server's smiles need to be genuine and authentic, in particular when the customer has a relationship with the server. The...

Purpose: In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience...

Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners...