Purpose: This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors. Design/methodology/approach: The qualitative approach uses the critical incidents technique to...

Purpose – The objective of this study was to examine the effects of performance and uniqueness as predictors of fundraising event quality. Design/methodology/approach – This study utilized intercept surveys collected from attendees at a non-profit fundraising event organized by the tourism...

Purpose This study aims to investigate Generation Z’s perception of and experience with restaurant service robots. Design/methodology/approach Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted...