Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …

Purpose This study aims to critically review the research on the phenomenon of
discrimination in hospitality and tourism services to identify the key thematic areas …

This empirical study uses signaling theory to develop a model to investigate the
interrelationships between complaint handling, perceived Justice, customer forgiveness …

Purpose This study aims to examine the effect of regional discrimination on tourists'
unethical behavior intention and the mediating role of tourist anger. Furthermore, the study …

This study investigates how expectations, locus attribution and disappointment determine
coping behaviors when tourists encounter a negative vacation experience. Drawing upon …

While prior work has assumed the compensation effect of social judgments in relation to
smile intensity, this research proposes and finds that judgments of warmth elicited from …

Interracial interactions abound in the marketplace and are at the core of many consumer
experiences across commercial, health, and social settings. The creation of harmonious …

Purpose Drawing from self-regulation theories, this study aims to present a model linking
customer mistreatment to hotel employees' displaced workplace deviance via self-regulatory …

Purpose This study aims to investigate the effect of brand transgression severity on different
behavioral responses (BRs). In addition, the role of perceived brand betrayal (BB) is …

Purpose Discrimination in the marketplace has recently received increasing attention in
marketing discussions, especially related to service encounters. This research explores the …