Purpose: This study aims to use a sample of 2,120 individual hotel properties between 2011 and 2013 to evaluate the impact of loyalty programs on hotel operational and financial performance. Design/methodology/approach: This study provides empirical support for the impact of loyalty program...

Purpose: Error management has begun to receive growing attention from both academic scholars and industry practitioners in marketing. However, the impacts of error management on consumers remain understudied. Taking data breach as an increasingly recognized error in the modern service industry,...

Purpose: More and more firms are utilizing social media as a distribution channel to sell products. By establishing business accounts on social media firms provide information service to strengthen their relationship with customers and boost sales. The purpose of this paper is to investigate...

Purpose: This study aims to examine the nascent stream of literature connecting grit and protean career orientation to job attitudes, turnover intentions and job embeddedness and how job insecurity moderates the aforementioned associations. Design/methodology/approach: Based on the...

Purpose: This paper aims to examine the main developments of virtual reality (VR) and augmented reality (AR) research in hospitality and tourism. It also aims to pinpoint fruitful directions for tourism and hospitality research on VR and AR applications. Design/methodology/approach: A selective...

Purpose: The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a...

Purpose The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience....