The rise of humanoid robots in hospitality services accelerates the need to understand
related consumer reactions. Four scenario-based experiments, building on social presence …

Service innovation is a primary source of competitive advantage and a research priority.
However, empirical evidence about the impact of innovativeness on new service adoption is …

Successful business-to-business (B2B) data exchanges can help firms improve inter-
organizational cooperation and operational practices, thereby increasing competitive …

The current customer-centric business environment requires hospitality firms to pursue
strategies steering customer behaviors beyond transactions, which are frequently referred to …

Relationship maintenance (customer retention and exclusivity) and development (increased
service usage and cross-buying) are top priorities in Customer Relationship Management …

We treated electronic word-of-mouth (eWOM) behavior as a multidimensional construct and
investigated the salient predictors for each individual eWOM behavior in this study, with an …

The influence of negative online word-of-mouth on the behavior of those receiving it has
been addressed extensively in the academic literature. Remarkably, the question whether …

Concerning the critical role of customer satisfaction in the success of hospitality enterprises,
researchers have long been investigating customers' quality perceptions about hotel …

This research examines the factors driving consumer dis (satisfaction) in the online service
environment. Using a critical incident technique and content analysis, the authors identify …

A friendly relationship with a service provider can sometimes decrease the negative feelings
that consumers experience as the result of a service failure. However, friendship is not …