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The impact of service robots on consumer response : examining the roles of consumers' service expertise and technology expertise

Zheng, Xiaoyun; Wang, Yao-Chin; Wei, Wei; Zhang, Lu; Huo, Da - In: Psychology & marketing 40 (2023) 11, pp. 2341-2354

Persistent link: https://www.econbiz.de/10014432405

How luxury restaurants build brand love through idiosyncratic service experiences : a double-moderated mediation model

Chang, Kuo-Chien; Cheng, Yi-Sung; Wang, Yao-Chin - In: Service business 18 (2024) 3/4, pp. 555-582

Persistent link: https://www.econbiz.de/10015178582

Utilitarian vs hedonic roles of service robots and customer stereotypes : a person-environment fit theory perspective

Yang, Huijun; Wang, Yao-Chin; Song, Hanqun; Ma, Emily - In: International journal of contemporary hospitality management 36 (2024) 9, pp. 3211-3231

Persistent link: https://www.econbiz.de/10015137992

Face gain and face loss in restaurant consumers' brand advocate behaviors

Huang, Yu-Shan Sandy; Wang, Yao-Chin; Kuo, Pei-Jou - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 3, pp. 395-415

Persistent link: https://www.econbiz.de/10011997338

Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurants

Wang, Yao-Chin; Papastathopoulos, Avraam - In: International journal of contemporary hospitality management 36 (2024) 6, pp. 1744-1765

Persistent link: https://www.econbiz.de/10015133742

Building restaurant customers' technology readiness through robot-assisted experiences at multiple product levels

Ma, Emily; Yang, Huijun; Wang, Yao-Chin; Song, Hanqun - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13

Persistent link: https://www.econbiz.de/10013366116

Robotic employees vs. human employees : customers' perceived authenticity at casual dining restaurants

Song, Hanqun; Wang, Yao-Chin; Yang, Huijun; Ma, Emily - In: International journal of hospitality management 106 (2022), pp. 1-10

Persistent link: https://www.econbiz.de/10013383282

Reenergizing through angel customers : cross-cultural validation of customer-driven employee citizenship behavior

Ma, Emily; Wang, Yao-Chin; Qu, Hailin - In: The Cornell hospitality quarterly 63 (2022) 3, pp. 334-349

Persistent link: https://www.econbiz.de/10013387202

AI and supportive technology experiences of customers with visual impairments in hotel, restaurant, and travel contexts

Liu, Aijing; Ma, Emily; Wang, Yao-Chin; Xu, Shi; … - In: International journal of contemporary hospitality management 36 (2024) 1, pp. 274-291

Persistent link: https://www.econbiz.de/10014483425

Chapter 12 Service Experiences at Luxury Hotels : Business Tourists’ Perspectives

Feng, Ruiyu; Wang, Yao-Chin; Ryan, Bill - In: Quality services and experiences in hospitality and tourism, (pp. 181-193). 2018

This chapter conceptualizes a framework that can be applied to examine the service experiences of business tourists at luxury hotels. A synthesized literature review results in the identification of three service constructs − surprise, recovery, and sweetness − that constitute the service...

Persistent link: https://www.econbiz.de/10015093102