A systematic review of consumer satisfaction studies in hospitality journals: Conceptual development, research approaches and future prospects
This review paper has the aim of systematically analysing studies published in five
hospitality journals over the period 2000 to 2016. The review was organized around four …
hospitality journals over the period 2000 to 2016. The review was organized around four …
To err is human (-oid): how do consumers react to robot service failure and recovery?
Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …
perfect. This research examines how social perceptions regarding the warmth and …
Houston, we have a problem!: The use of ChatGPT in responding to customer complaints
This study aims to explore the use of ChatGPT-4 in generating management responses to
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …
A systematic literature review of the personal value orientation construct in hospitality and tourism literature
M Kim - International Journal of Hospitality Management, 2020 - Elsevier
Although personal value orientation has received the attention of scholars to explain and
predict various consumer behaviors, prior research within the hospitality and tourism context …
predict various consumer behaviors, prior research within the hospitality and tourism context …
Negative and positive customer shopping experience in an online context
Underpinned by the Bagozzi and Dholakia (1999) goal setting and striving framework this
research firstly develops a negative online customer experience model after which …
research firstly develops a negative online customer experience model after which …
Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory
M Song, H Zhang, X Xing, Y Duan - Journal of Retailing and Consumer …, 2023 - Elsevier
Failures in human-chatbot interactions are becoming inevitable such as failure of chatbots to
maintain contextual awareness. Thus, an effective service recovery strategy is essential for e …
maintain contextual awareness. Thus, an effective service recovery strategy is essential for e …
Hotel attribute performance, eWOM motivations, and media choice
The objectives of this study are to match the motivations for posting about hotel experiences
with the online media chosen and to identify the electronic word-of-mouth (eWOM) …
with the online media chosen and to identify the electronic word-of-mouth (eWOM) …
A meta-analysis of relationships linking service failure attributions to customer outcomes
Y Van Vaerenbergh, C Orsingher… - Journal of Service …, 2014 - journals.sagepub.com
When they experience service failures, customers look for causes. They seek to understand
whether the service firm could have prevented the failure (controllability attribution) and …
whether the service firm could have prevented the failure (controllability attribution) and …
The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors
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 …
investigated the salient predictors for each individual eWOM behavior in this study, with an …
Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction
Purpose The intention-behavior gap that occurs when one's actions do not align with their
intentions has been the topic of interest of many researchers. However, the effects of the …
intentions has been the topic of interest of many researchers. However, the effects of the …