Purpose: Notwithstanding the expected apparent benefits of mobile technologies (MTs) in the hotel industry, their adoption is slower than forecasted. This study aims to identify the challenges faced by hotel managers in adopting MTs in their industry, such that the authors may determine the...

This study investigates the effect of hotel website quality, social presence, affective commitment, and e-trust on travelers' online hotel booking intentions. Smart-PLS software was applied to test the hypotheses. The results of this study explain how hotel website quality, social presence,...

Purpose: This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service...

This special issue sought studies that apply wider theoretical lenses and rigor methodologies to improve our understanding of service experience innovation and foster theoretical and empirical development in hospitality and tourism. The special issue comprises ten papers and addresses service...

Purpose: This paper aims to provide a comprehensive review of research on robotics in travel, tourism and hospitality, and to identify research gaps and directions for future research. Design/methodology/approach: This paper analyzes 131 publications published during 1993-2019, identified via...

Purpose: This paper aims to unveil the factors that contribute to a positive hostel experience by electing key features and describing their nature from a customer perspective. Design/methodology/approach: The study uses an exploratory, empirical approach, applying netnography to collect...

Purpose: A holistic understanding of sources that evoke customer emotions is essential for creating a positive emotional customer experience (ECX). Despite a significant focus on the cognitive aspect of customer experience and traditional customer behaviours (e.g. loyalty and satisfaction), limited ...

Purpose: The purpose of this study is to investigate the associations among hotel website quality, telepresence, websites' utilitarian and hedonic performance and customers' behavioral intentions. Design/methodology/approach: An online survey was used to collect the data from 683 respondents. Data...

Purpose: This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores. Design/methodology/approach: Big data analysis is conducted using Airbnb users' ...

Purpose: This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences. Design/methodology/approach: Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers'...