Purpose: Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation (IMO) on an organizational commitment by investigating the interactive effect between job (task) satisfaction...

Purpose – This paper aims to investigate customers' perceptions of four service quality aspects – service environment, service delivery, game service, and food service – in the casino setting among Chinese players. Design/methodology/approach – The study examined the proposed model...

Purpose – This study aims to investigate how perceptions associated with corporate social responsibility (CSR) initiatives influence customers’ preference and loyalty in a controversial consumer market. The mediating effect of brand preference between perceived CSR initiatives and customer...

Purpose: This paper aims to analyze how a real-time COVID-19 pandemic is impacting Macao’s hospitality industry, and illustrates why lessons from COVID-19 are an opportunity for further development for the city. Design/methodology/approach: This case study highlights local government and...

Purpose: This study draws on the service-dominant (S-D) logic paradigm to examine value co-creation and co-destruction. As these phenomena are driven by positive and negative “customer-to-customer” (C2C) interactions, this paper aims to examine their influence on tourist perceptions of...