The global tourism industry has already suffered an enormous loss due to COVID-19
(Coronavirus Disease 2019) in 2020. Crisis management, including disaster management …

Service failures and recoveries have important implications for hospitality and tourism
businesses, not only due to general service characteristics of inseparability, heterogeneity …

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 …

Using a 3× 4 between-subjects experiment, the present study delineates the effects of social
media platforms (Facebook, Twitter, and Instagram) and image restoration strategies (denial …

The current refugee crisis has broad ramifications for societies. In the domain of tourism,
such socio-political or human-made disasters raise questions about security, but may also …

Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students,
lecturers, researchers and practitioners a comprehensive guide to the influence of culture on …

This review study presents intercultural research findings relating to elements or aspects of
the marketing mix (7Ps) in tourism and hospitality. The study aims to present a …

Purpose Given the critical consequences of the current Coronavirus (COVID-19) crisis
worldwide, displaying good leadership has been of utmost importance. Hospitality has been …

This study aims to measure intercultural competence (awareness) of tourism and hospitality
employees who tend to be in continuous interaction with intercultural customers. By …

This study explores the role of three types of customer participation (mental, emotional and
physical) on service failure perceptions of customers. Based on 472 scenario-based online …