Paradoxes in use of the term customer experience are noted. As a verb, experience
describes a process of learning, leading to learned response, but as a noun emphasises …

Purpose The purpose of this study is to examine the development of service quality research
in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest …

Purpose Given the increasing number of travel restrictions, the COVID-19 outbreak has dealt
a crippling blow to the hotel industry, and the crisis management practices supporting the …

This book presents powerful tools for integrating interrelated composites--such as
capabilities, policies, treatments, indices, and systems--into structural equation modeling …

This paper proposes a methodology for conducting importance-performance analysis (IPA)
through online reviews. The methodology is composed of three stages:(1) mining useful …

While importance-performance analysis (IPA) is one of the most ubiquitous methodological
tools utilized in tourism research, its supply-side application to residents has been lacking …

Ensuring a high level of customer satisfaction with public transport is a key objective for
transit agencies wishing to maintain and/or increase service uptake. Importance …

After the outbreak of COVID-19 (especially in the stage of tourism recovery), the bed and
breakfast (B&B) tourism industry faced big challenges in improving its health strategies …

The sustainable development of tourism is a major concern for destination management
organisations (DMOs) in heritage tourism. Smart tourism advocates claim that …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …