How does discrimination occur in hospitality and tourism services, and what shall we do? A critical literature review
L Zhou, J Liu, D Liu - International journal of contemporary hospitality …, 2022 - emerald.com
Purpose This study aims to critically review the research on the phenomenon of
discrimination in hospitality and tourism services to identify the key thematic areas …
discrimination in hospitality and tourism services to identify the key thematic areas …
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 …
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
Because of continuous improvements in their underlying technologies, customers perceive
frontline robots as social actors with a high level of humanness, both in appearance and …
frontline robots as social actors with a high level of humanness, both in appearance and …
[图书][B] Introduction to mediation, moderation, and conditional process analysis: A regression-based approach
AF Hayes - 2017 - books.google.com
Page 1 Introduction to SECONDED || || O N. Mediation, MOderation, and COnditional
PIOCESS . AndrewF Hayes Page 2 ebook THE GUILFORD PRESS Page 3 Introduction to …
PIOCESS . AndrewF Hayes Page 2 ebook THE GUILFORD PRESS Page 3 Introduction to …
[图书][B] Diversity and inclusion in sport organizations: A multilevel perspective
GB Cunningham - 2019 - taylorfrancis.com
Diversity and Inclusion in Sport Organizations: A Multilevel Perspective is a comprehensive
introduction to the ways in which people differ—including race, gender, age, mental and …
introduction to the ways in which people differ—including race, gender, age, mental and …
Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic?
XS Liu, LC Wan, XS Yi - Annals of Tourism Research, 2022 - Elsevier
This paper examines the influence of mortality salience on preference for humanoid robot
service. Six studies confirm that consumers/tourists are reluctant to adopt humanoid (vs. non …
service. Six studies confirm that consumers/tourists are reluctant to adopt humanoid (vs. non …
Polluted psyche: the effect of regional discrimination on tourists' unethical behavior intention
Y Li, J Tu, M He, P Liu - International Journal of Contemporary …, 2023 - emerald.com
Purpose This study aims to examine the effect of regional discrimination on tourists'
unethical behavior intention and the mediating role of tourist anger. Furthermore, the study …
unethical behavior intention and the mediating role of tourist anger. Furthermore, the study …
[HTML][HTML] Judging a book by its cover? The role of unconventional appearance on social media influencers effectiveness
T Fernandes, H Nettleship, LH Pinto - Journal of Retailing and Consumer …, 2022 - Elsevier
Social media influencers (SMI) have gained undeniable importance as brands endorsers.
However, although their credibility can be affected by the way they look, no known studies …
However, although their credibility can be affected by the way they look, no known studies …
Effects of COVID-19 on customer service experience: Can employees wearing facemasks enhance customer-perceived service quality?
L Liang, G Wu - Journal of Hospitality and Tourism Management, 2022 - Elsevier
Wearing a facemask is an effective part of personal hygiene management (WHO, 2020). Not
only can it offer healthy people some protection against coronavirus disease 2019 (COVID …
only can it offer healthy people some protection against coronavirus disease 2019 (COVID …
I can be myself: robots reduce social discomfort in hospitality service encounters
J Liu, L Zhou, Y Li - International Journal of Contemporary Hospitality …, 2024 - emerald.com
Purpose The purpose of this study is to evaluate service robots as an alternative service
provider that can reduce customers' social discomfort in hospitality service encounters …
provider that can reduce customers' social discomfort in hospitality service encounters …