Over the past two decades, the prevalence of online reviews on digital platforms has
transformed customers' decision-making process. In the hospitality and tourism industry …

The advent and development of digital technologies have brought about a proliferation of
online consumer reviews (OCRs), ie, real-time customers' evaluations of products, services …

Consumers increasingly use eWOM to make decisions about various products and services.
However, few studies have investigated how different visual and verbal eWOM cues affect …

Purpose Global adoption of the internet and mobile usage results in a huge variation in the
cultural backgrounds of consumers who generate and consume electronic word-of-mouth …

Purpose A growing number of international travellers have influenced how hotels manage
their customer satisfaction reviews and ratings. This study examines the influence of …

Using data from India and the USA, this research expands the expectation–confirmation
model (ECM) to include constructs like neutral confirmation, customer-to-customer (C2C) …

Purpose This paper aims to analyze if and to what extent mechanical artificial intelligence
(AI)-embedded in hotel service robots-influences customers' evaluation of AI-enabled hotel …

Consumers' exposure to online reviews influences their online retail shopping behavior.
They search for reviews while evaluating products for purchase decisions. Past studies have …

Fully revised and updated for its fifth edition, Hospitality and Travel Marketing provides
students with an international and systematic approach to hospitality and travel marketing …

Our paper explores how individual customers' promoter scores are linked to their electronic
word-of-mouth (e-WOM) behaviour under different cultural contexts. We conducted two …