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...

Although there have been numerous studies dealing with service attitude and customer satisfaction, they have not specifically addressed international hotel customers. Moreover, most of them have discussed the subject from the viewpoint of the employee. This study takes a customer perception...

The purpose of this paper is to determine the dimensions of international hotel employee service attitude and the differences in customer satisfaction with these dimensions among guests from the USA, Japan, and Taiwan, and the resulting practical managerial implications in the area of...