There are both formal and informal cries that UTAUT and, by association, the stream of
research on technology adoption has reached its limit, with little or no opportunities for new …

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

Customer online reviews of hotels have significant business value in the e-commerce and
big data era. Online textual reviews have an open-structured form, and the technical side …

Social media has transformed the way tourism-related information is generated and
distributed. While previous studies have focused largely on the benefits of social media for …

Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel
industry | Emerald Insight Books and journals Case studies Expert Briefings Open Access …

The business case for investing in online reputation has received increasing scrutiny in
recent years. This study identifies the business value of consumer reviews and management …

Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance
behaviour among customers, and it can also be seen as a threat to the survival of the …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

As consumers become better informed and more demanding about their purchase of
services, service provider's failure to satisfy all consumers during delivery of service is …

Our study provides insight into the relationships between online store beliefs and consumer
online impulse buying behavior. Drawing upon cognitive emotion theory, we developed a …