Two decades of customer experience research in hospitality and tourism: A bibliometric analysis and thematic content analysis
This article presents a state-of-the-art systematic review of the evolution and structure of
empirical research on customer experience in hospitality and/or tourism settings based on …
empirical research on customer experience in hospitality and/or tourism settings based on …
A state-of-the-art review of smart tourism research
Using a mixed-method approach combining qualitative and quantitative review techniques,
this study analyzed 86 articles to identify state-of-the-art thematic research trends and …
this study analyzed 86 articles to identify state-of-the-art thematic research trends and …
Smart hospitality: from smart cities and smart tourism towards agile business ecosystems in networked destinations
Purpose Building on recent smart hospitality systematic reviews and extensive literature
analyses, this paper aims to explore recent developments, themes and issues within smart …
analyses, this paper aims to explore recent developments, themes and issues within smart …
Restaurant survival prediction using customer-generated content: An aspect-based sentiment analysis of online reviews
Business failure prediction or survival analysis can assist corporate organizations in better
understanding their performance and improving decision making. Based on aspect-based …
understanding their performance and improving decision making. Based on aspect-based …
The value proposition of food delivery apps from the perspective of theory of consumption value
Purpose The theory of consumption values (TCV) has successfully explained much
consumer choice behavior, but few studies have investigated the values that drive food …
consumer choice behavior, but few studies have investigated the values that drive food …
COVID-19 and hospitality 5.0: Redefining hospitality operations
The sudden outbreak of COVID-19 has severely affected the global hospitality industry. The
hygiene and cleanliness of hotels has become the focal point in the recovery plan during …
hygiene and cleanliness of hotels has become the focal point in the recovery plan during …
Service quality and customer satisfaction: The moderating effects of hotel star rating
This research contributes to customer satisfaction knowledge with regard to accommodation
in South Africa whose star grading differs. A multi-group analysis and an importance …
in South Africa whose star grading differs. A multi-group analysis and an importance …
Service robots in hotels: understanding the service quality perceptions of human-robot interaction
Hotel industry started to adopt service robots, which are considered a future workforce.
However, no attempt was conducted to examine the dimensionality of service quality of …
However, no attempt was conducted to examine the dimensionality of service quality of …
[HTML][HTML] Customer experience management in the age of big data analytics: A strategic framework
Customer experience (CX) has emerged as a sustainable source of competitive
differentiation. Recent developments in big data analytics (BDA) have exposed possibilities …
differentiation. Recent developments in big data analytics (BDA) have exposed possibilities …
The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics
W Manyanga, C Makanyeza… - Cogent Business & …, 2022 - Taylor & Francis
Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in
enhancing customer loyalty in the banking sector. This study examines the moderators of the …
enhancing customer loyalty in the banking sector. This study examines the moderators of the …