This article presents a state-of-the-art systematic review of the evolution and structure of
empirical research on customer experience in hospitality and/or tourism settings based on …

Purpose Despite a significant focus on customer evaluation and sentiment analysis, limited
attention has been paid to discrete emotional perspective in terms of the emotionality used …

Transformer, an attention-based encoder–decoder model, has already revolutionized the
field of natural language processing (NLP). Inspired by such significant achievements, some …

Full article: Emotions in service research: evolutionary analysis and empirical review Skip to Main
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The promising global Muslim tourism market has raised the level of competition among
international hotel players in many countries. Given the lack of studies investigating the …

Based on the cue utilization theory and stimulus-organism-response (S–OR) theory, the
objective of the study is to investigate the moderating role of taste award (taste awarded vs …

Purpose A holistic understanding of sources that evoke customer emotions is essential for
creating a positive emotional customer experience (ECX). Despite a significant focus on the …

Purpose The purpose of this paper is to investigate the effect of tourists' emotional
responses toward a particular destination on tourists' satisfaction and destination loyalty …

Drawing from environmental psychology and consumer well-being perspectives, this study
leverages the theoretical mechanisms underlying the concept of restorative environments to …

Based on cognitive appraisal theory, a theoretical model of the antecedents and
consequences of perceived food authenticity is proposed. Specifically, relationships …