Purpose – The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them....

Purpose: This paper develops a smart system based on the concept of Industry 4.0 to prevent customer dissatisfaction. The value of this prevention system is that it enables hoteliers to interact with customers by understanding what they like/dislike from their behaviors via data analysis....

Purpose The purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in Taiwan. Design/methodology/approach A mixed-methods approach, combining an expert panel and semi-structured...