Purpose: Given the dramatic technology led service innovations that are putting pressure on hospitality and tourism businesses, competitive advantage may depend significantly on remaining opportunities for a human element to be incorporated into the customer experience....

Purpose: The primary purpose of this study is to examine the effects of destination familiarity on consumers’ evaluations (cognitive image) and feelings (affective image) about the destination, leading to their intention to visit. Design/methodology/approach: The data for this study were...