A growing reliance on the Internet as an information source when making choices about tourism products raises the need for more research into electronic word of mouth. Within a hotel context, this study explores the role of four key factors that influence perceptions of trust and consumer...

Traditionally, consumers who have been dissatisfied with service have typically complained to the frontline personnel or to a manager in either a direct (face-to-face, over the phone) manner, indirect by writing, or done nothing but told friends and family of the incident. More recently, the...

Planning or deciding where to vacation may rely on nonrational thought and be influenced by imaginative processes such as creating visions of oneself in future consumption experiences together with associated emotions. This study examined the influence of pictorial and textual stimuli on...

Previous research has shown that restaurants are an important factor in the choice of a holiday destination for some tourists. Research has also found that the restaurants at a destination can enhance the guests’ overall satisfaction with the destination. This research was sponsored by the...

Purpose – This paper aims to investigate how small/medium hospitality (SMH) firms set preferences for knowledge transfer relating to customer service improvement activities, through a determination of the most valued activities, preferred forms of media delivery and why best practice choice is...

Purpose Owners, managers and employees may be criticized personally and professionally by consumers in online reviews, and may suffer emotional and burnout consequences. The purpose of this paper is to examine the impact of customer-generated negative online reviews on hospitality employees....

Purpose This study aims to analyze the joint effects of where a service failure occurs and who witnesses it, with a specific focus on Chinese consumers who have varying levels of acculturation. Design/methodology/approach A 4 × 2 × 2 between-subject factorial design was used, where social...

Purpose This paper aims to use a concurrent mixed method approach to explore the key variables that can influence customer experience at a food and wine event. Design/methodology/approach A concurrent mixed methods approach, using a participant-generated image (PGI) method, together with a...

The social interaction between customers and individual employees can be critical for business success. Similarly, factors such as customer convenience and value for money are important to repeat purchase. Frontline employees often face the dilemma of how much social interaction is appropriate....

Purpose – This study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure. Design/methodology/approach – The study used written scenarios of a hypothetical service failure to manipulate explanation type,...