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align-content-center"> <div class="col"> <div id="search-item-select-all"> <search-select-all v-bind:download-content="false" page-items="[{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_IJCTHR-08-2015-0095","title_text":"Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels","title_html":"Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels","section":[{"title":"Purpose","text":"<p>The purpose of this study is to examine the relationship between the managerial efficiency and the customer satisfaction of Parisian boutique hotels by using the multi-criteria decision analysis (MCDA) methods.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>In the first stage, hotels\u2019 managerial efficiency is assessed by data envelopment analysis to establish which hotel has the most efficient performance. In the second stage, the customer satisfaction of these hotels is estimated by the ELECTRE (ELimination et Choix Traduisant la R\u00c9alit\u00e9) method to assess the hotel\u2019s ability to satisfy their customers.<\/p>"},{"title":"Findings","text":"<p>Empirical results show that there is an inverse relation between customer satisfaction and ability to maximise the Revenue per Available Room (RevPAR). In other words, trying to improve efficiency implies a reduction in guests\u2019 satisfaction (and vice versa).<\/p>"},{"title":"Research limitations\/implications","text":"<p>Therefore, through this research the authors can realise that hotel managers should give more attention to customer service because it has a more direct and important impact on customer satisfaction. It also positively impacts on resource management. However, there are some limitations to this study. First, this study only focuses on 12 hotels. Because the data set is very confidential, it is very difficult to have a bigger sample. Then, the evaluation is based on 2014 figures only. It could be interesting to know their performance for previous years to understand their evolution. Finally, it is necessary to know the percentage of direct reservations for each hotel. For instance, if a hotel is relying too much on online travel agents (i.e. Booking.com, Expedia, etc.), it needs to pay a significant amount of commission to these companies. As a result, it could have a good RevPAR but might pay a huge commission (for example, 20 per cent for most of sites) at the end. In terms of perspectives, it is necessary to conduct a more extensive research to test the hypothesis in a different context. Additionally, the data were taken for a single period of time. It will be very interesting to create a panel of hotels and collect data over a period of time (Barros, 2005; Barros and Santos, 2006; Barros and Deike, 2008). This would enable to better understand the relationship between managerial efficiency and customer satisfaction in a long-term prospective.<\/p>"},{"title":"Originality\/value","text":"<p>This paper presents the relationship between the managerial efficiency and customer satisfaction in Parisian boutique hotels context. Study suggests that in service industry, increase of firm\u2019s efficiency could negatively impact the guest satisfaction. Therefore, through studying the authors can realise that why hotel managers should focus on customer satisfaction, which attributes play the vital role in customer satisfaction and how to optimize their resources. One of the originalities of this paper is that the authors use the customers\u2019 feedback from the UGC websites (Trip Advisor and Booking.com) as the performance evaluation indicators for customer satisfaction. The data are very confidential and hard to get.<\/p>"}],"contributors":["<mark>Mustafeed<\/mark> Zaman","Laurent Botti","Tan Vo Thanh"],"pub_date":"3 October 2016","year":"2016","link":"\/content\/doi\/10.1108\/IJCTHR-08-2015-0095","snippets":[],"content_type":"article","content_type_name":"Article","isResearchContent":true,"keywords":["MCDA","Customer satisfaction","Boutique hotels","Hotel performance","Management efficiency"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/IJCTHR-08-2015-0095\/pdf","pdf_size":"490925","pdf_size_as_string":"(479 KB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessDenied","rightslink":"true","first_page":"455","last_page":"470","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/IJCTHR-08-2015-0095","usage_count":"2309","journal_title":"International Journal of Culture, Tourism and Hospitality Research","journal_issn":"1750-6182","journal_print_issn":"1750-6182","journal_online_issn":null,"journal_doi":"10.1108\/IJCTHR","journal_acronym":"IJCTHR","volume_number":"10","volume_title":null,"issue_number":"4","issue_title":"Service innovation and experiences in tourism \u2013 novel methods and insights","book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_WHATT-06-2019-0037","title_text":"Limitations of Trexit (tourism exit) as a solution to overtourism","title_html":"Limitations of <italic>Trexit<\/italic> (tourism exit) as a solution to overtourism","section":[{"title":"Purpose","text":"<p>Many tourism destinations are now facing the problem of overtourism, and destination management organisations (DMOs) are in search of an effective and sustainable solution. With this as a foundation, the purpose of this study is to identify factors causing overtourism at popular tourism destinations and to propose an alternative solution to overcome this phenomenon.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>The research design is based on an inductive and a deductive approach. The paper draws its conclusion from secondary and tertiary data (literature review and online research).<\/p>"},{"title":"Findings","text":"<p>The study shows that <em>Trexit<\/em> (tourism exit) is not a sustainable solution to overtourism and that an alternative strategy may be adopted to tackle this phenomenon. The overall outcome shows that if sociological factors, business factors, technological and economic factors are addressed, the effect of overtourism may be managed and controlled.<\/p>"},{"title":"Practical implications","text":"<p>The findings of this piece of research refer to a Just-in-Time strategy for managing overtourism. The findings could be useful to practitioners, as the study proposes an alternative means to overcome overtourism and manage destinations without affecting visitor flow and profitability.<\/p>"},{"title":"Originality\/value","text":"<p>This research fulfils an existing research gap, as it proposes an alternative solution to tackle overtourism. The proposed model also helps to provide a broader insight of the dynamics surrounding overtourism at tourism destinations. In so doing, it advances the existing body of knowledge by providing new inputs to a topic that has not been discussed, namely, <em>Trexit<\/em> or tourism exit.<\/p>"}],"contributors":["Hugues Seraphin","Vanessa Gowreesunkar","<mark>Mustafeed<\/mark> Zaman","Thierry Lorey"],"pub_date":"14 October 2019","year":"2019","link":"\/content\/doi\/10.1108\/WHATT-06-2019-0037","snippets":[],"content_type":"article","content_type_name":"Article","isResearchContent":true,"keywords":["Sustainability","Overtourism","Destination marketing organisation","Trexit model"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/WHATT-06-2019-0037\/pdf","pdf_size":"454992","pdf_size_as_string":"(444 KB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessDenied","rightslink":"true","first_page":"566","last_page":"581","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/WHATT-06-2019-0037","usage_count":"1349","journal_title":"Worldwide Hospitality and Tourism Themes","journal_issn":"1755-4217","journal_print_issn":"1755-4217","journal_online_issn":null,"journal_doi":"10.1108\/WHATT","journal_acronym":"WHATT","volume_number":"11","volume_title":null,"issue_number":"5","issue_title":"What smart and sustainable strategies could be used to reduce the impact of overtourism?","book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_IJCHM-09-2021-1130","title_text":"The service digitalization in fine-dining restaurants: a cost-benefit perspective","title_html":"The service digitalization in fine-dining restaurants: a cost-benefit perspective","section":[{"title":"Purpose","text":"<p>This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this research gap. To do so, a conceptual framework of the perceived benefits and costs of the service digitalization was developed. This study also provides actionable recommendations for fine-dining restaurant managers to create and manage an optimized fine-dining experience for their customers.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>To obtain in-depth information, the authors opted for a qualitative research approach. The authors interviewed 24 fine-dining restaurant managers (listed in the Michelin Guide) and 29 customers of fine-dining restaurants using a video titled \u201cThe Restaurant of the Future.\u201d<\/p>"},{"title":"Findings","text":"<p>The findings underline the perceived benefits and costs of service digitalization for both restaurant managers and their customers. This study highlights that fine-dining restaurants are highly experience-centric compared to other types of restaurants and recommends which services should be digitalized and which should not be to create and manage experiences throughout the customer journey.<\/p>"},{"title":"Practical implications","text":"<p>This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers\u2019 fine-dining experiences.<\/p>"},{"title":"Originality\/value","text":"<p>This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.<\/p>"}],"contributors":["Tan Vo-Thanh","<mark>Mustafeed<\/mark> Zaman","Rajibul Hasan","Shahriar Akter","Thac Dang-Van"],"pub_date":"7 March 2022","year":"2022","link":"\/content\/doi\/10.1108\/IJCHM-09-2021-1130","snippets":[],"content_type":"article","content_type_name":"Article","isResearchContent":true,"keywords":["Service digitalization","Fine-dining restaurants","Cost\u2013benefit perceptions","Restaurant managers","Customers"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/IJCHM-09-2021-1130\/pdf","pdf_size":"540721","pdf_size_as_string":"(528 KB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessDenied","rightslink":"true","first_page":"3502","last_page":"3524","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/IJCHM-09-2021-1130","usage_count":"3499","journal_title":"International Journal of Contemporary Hospitality Management","journal_issn":"0959-6119","journal_print_issn":"0959-6119","journal_online_issn":"0959-6119","journal_doi":"10.1108\/IJCHM","journal_acronym":"IJCHM","volume_number":"34","volume_title":null,"issue_number":"9","issue_title":"Creating, Managing and Marketing Gastronomy Experiences in Hospitality and Tourism","book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_IMR-04-2024-0118","title_text":"Understanding customers\u2019 intentions to use AI-enabled services in online fashion stores \u2013 a longitudinal study","title_html":"Understanding customers&#x2019; intentions to use AI-enabled services in online fashion stores &#x2013; a longitudinal study","section":[{"title":"Purpose","text":"<p>Artificial intelligence (AI) services are vital in enhancing customer experience and purchase intentions in the international online fashion retail sector. This study explores customers\u2019 intentions to use AI-enabled services, focusing on transaction utility, trust and product uniqueness across the customer journey in the context of international online fashion stores. This study also assesses how privacy moderates customer intentions.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>This study adopted a longitudinal research design and purposive sampling technique to collect a total of 566 participants. The final data were analyzed using IBM SPSS Amos version 21 software.<\/p>"},{"title":"Findings","text":"<p>The study highlights the significance of transaction utility, trust and product uniqueness in AI integration across the customer journey (pre-purchase, during purchase and post-purchase stages). Most of the direct relationships are significant, except the relationship between the during purchase and post-purchase stages. With a few exceptions, AI integration commonly does not mediate the relationship between antecedents and intention to use AI-enabled services. Privacy moderates AI integration in post-purchase, during purchase and intention to use AI-enabled services, except in the pre-purchase stage.<\/p>"},{"title":"Originality\/value","text":"<p>This study bridges important gaps in the literature by integrating AI-enabled services and customer behavior, contributing to a broader knowledge of customer interactions in global e-commerce fashion stores. The study examines multiple attributes that impact intention, such as transaction utility, trust, product uniqueness, AI integration in three stages of purchases (pre-purchase, during purchase and post-purchase) and privacy, using three major theories: mental accounting theory, trust commitment theory and commodity theory.<\/p>"}],"contributors":["<mark>Mustafeed<\/mark> Zaman","K. Mohamed Jasim","Rajibul Hasan","Shahriar Akter","Demetris Vrontis"],"pub_date":"5 March 2025","year":"2025","link":"\/content\/doi\/10.1108\/IMR-04-2024-0118","snippets":[],"content_type":"earlycite article","content_type_name":"Article","isResearchContent":true,"keywords":["Online fashion stores","AI-enabled services","AI integration","Customer intention","Longitudinal study"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/IMR-04-2024-0118\/pdf","pdf_size":"1341428","pdf_size_as_string":"(1.3 MB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessDenied","rightslink":"true","first_page":"","last_page":"","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/IMR-04-2024-0118","usage_count":"22","journal_title":"International Marketing Review","journal_issn":"0265-1335","journal_print_issn":"0265-1335","journal_online_issn":"1758-6763","journal_doi":"10.1108\/IMR","journal_acronym":"IMR","volume_number":"ahead-of-print","volume_title":null,"issue_number":"ahead-of-print","issue_title":null,"book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_IJCHM-01-2024-0035","title_text":"Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations","title_html":"Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations","section":[{"title":"Purpose","text":"<p>Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical literature, this study aims to explore how this generation\u2019s distinct behaviors are reshaping customer expectations and workforce trends within the sector.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>A critical synthesis of empirical studies was used to examine current research on Gen Z as customers and employees in the hospitality industry.<\/p>"},{"title":"Findings","text":"<p>Gen Z exhibits distinct preferences and expectations in their dual roles as customers and employees, prompting substantial shifts in hospitality industry standards and practices. They rely heavily on digital channels and peer recommendations when making travel decisions and expect highly personalized, tech-enabled experiences. This young cohort of travelers values unique, authentic and sustainable offerings. As employees, Gen Z prioritizes flexible work arrangements, career growth and workplaces aligned with sustainability, diversity and social responsibility. Hospitality providers must adapt their customer experience, marketing and HR strategies to meet these evolving demands.<\/p>"},{"title":"Practical implications","text":"<p>To engage Gen Z customers and employees in the hospitality industry effectively, businesses must prioritize personalized experiences, leverage technology and adopt sustainable practices aligned with Gen Z\u2019s social and environmental values. Moreover, offering adaptable work environments with remote opportunities and investing in professional development enhances appeal for Gen Z employees. Understanding Gen Z\u2019s values and behaviors can help businesses improve customer satisfaction, attract top talent and remain competitive in a rapidly evolving market.<\/p>"},{"title":"Originality\/value","text":"<p>This study represents a preliminary endeavor to provide a critical assessment of Gen Z in the hospitality and tourism sector, offering novel insights into their travel behaviors, preferences and work values. It explores their expectations, attitudes toward work and career choices, offering guidance on how businesses can meet the evolving demands of this key demographic.<\/p>"}],"contributors":["Siamak Seyfi","Tan Vo-Thanh","<mark>Mustafeed<\/mark> Zaman"],"pub_date":"24 September 2024","year":"2024","link":"\/content\/doi\/10.1108\/IJCHM-01-2024-0035","snippets":[],"content_type":"article","content_type_name":"Article","isResearchContent":true,"keywords":["Gen Z behavior","Digital savvy","Generational change","Hospitality workforce","Hospitality career perceptions"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/IJCHM-01-2024-0035\/pdf","pdf_size":"288841","pdf_size_as_string":"(282 KB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessPermitted","rightslink":"false","first_page":"118","last_page":"134","open_access":true,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/IJCHM-01-2024-0035","usage_count":"5070","journal_title":"International Journal of Contemporary Hospitality Management","journal_issn":"0959-6119","journal_print_issn":"0959-6119","journal_online_issn":"0959-6119","journal_doi":"10.1108\/IJCHM","journal_acronym":"IJCHM","volume_number":"36","volume_title":null,"issue_number":"13","issue_title":null,"book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_IJCHM-08-2023-1265","title_text":"Adopting the metaverse in the luxury hotel business: a cost\u2013benefit perspective","title_html":"Adopting the metaverse in the luxury hotel business: a cost&#x2013;benefit perspective","section":[{"title":"Purpose","text":"<p>This study aims to examine the perceived values of the metaverse when adopting it in the luxury hospitality business. Based on the cost\u2013benefit perspective, this research provides solid theoretical contributions and actionable managerial recommendations.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>An exploratory sequential mixed-method design was used. For the qualitative phase, 21 hotel managers and 24 hotel guests (who often stay in four-star and five-star hotels and resorts) were interviewed after showing them a series of videos about using the metaverse in the hotel business. Based on the results of the qualitative phase, the analytic hierarchy process method was used, and 476 valid questionnaires were analyzed.<\/p>"},{"title":"Findings","text":"<p>The results highlight the perceived benefits (personalized services, immersive experience and positive brand image) and costs (lack of human touch, time and effort and security and privacy) of metaverse adoption for hotel managers and their guests. In addition, the study determines the weight of each value attribute of metaverse adoption for each travel stage (pre-travel, during travel and post-travel).<\/p>"},{"title":"Practical implications","text":"<p>Regarding metaverse adoption, the research offers practical suggestions for luxury hotels. For instance, the cost of equipment and the time and effort required are perceived costs of metaverse adoption. To address these challenges, hotels may offer free equipment (e.g. VR headsets) and training to their guests to stimulate the use of the metaverse.<\/p>"},{"title":"Originality\/value","text":"<p>This study addresses a gap in the literature by presenting a conceptual framework for examining metaverse adoption in the luxury hotel scenario. Unlike using conventional models like the technology acceptance model or the unified theory of acceptance and use of technology to investigate a technology\u2019s adoption, this study stands out by unraveling the topic through the lens of value proposition. The latter often comes from an efficient value co-creation process, which is indeed shaped by an adequate appreciation of the congruence of perceived values (i.e. perceived benefits and costs) of metaverse from hotel manager and guest perspectives.<\/p>"}],"contributors":["<mark>Mustafeed<\/mark> Zaman","Prof Rajibul Hasan","Tan Vo-Thanh","Riad Shams","Mizan Rahman","K. Mohamed Jasim"],"pub_date":"28 February 2024","year":"2024","link":"\/content\/doi\/10.1108\/IJCHM-08-2023-1265","snippets":[],"content_type":"earlycite article","content_type_name":"Article","isResearchContent":true,"keywords":["Metaverse adoption","Luxury hotel experience","Immersive hotel experience","Cost\u2013benefit perspective","Virtual interaction"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/IJCHM-08-2023-1265\/pdf","pdf_size":"1308423","pdf_size_as_string":"(1.2 MB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessDenied","rightslink":"true","first_page":"","last_page":"","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/IJCHM-08-2023-1265","usage_count":"809","journal_title":"International Journal of Contemporary Hospitality Management","journal_issn":"0959-6119","journal_print_issn":"0959-6119","journal_online_issn":"0959-6119","journal_doi":"10.1108\/IJCHM","journal_acronym":"IJCHM","volume_number":"ahead-of-print","volume_title":null,"issue_number":"ahead-of-print","issue_title":null,"book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_ITP-06-2022-0439","title_text":"Exploring the antecedents of\u00a0\u201cdeep\u201d eWOM providing behaviour in mobile shopping: a\u00a0multi-country study","title_html":"Exploring the antecedents of&#xA0;&#x201C;deep&#x201D; eWOM providing behaviour in mobile shopping: a&#xA0;multi-country study","section":[{"title":"Purpose","text":"<p>The study aims to look at deep eWOM providing behaviour in m-commerce and attempts to explore its antecedents. Personalisation is proposed as an indirect antecedent of deep eWOM providing behaviour mediated by hedonic and utilitarian value perceptions and personal identification.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>Based on social-exchange theory, the conceptual model links the study antecedents to deep eWOM providing behaviour. The conceptual model was validated through a multi-country study. A large sample of m-commerce users in the UK (<em>n<\/em>\u00a0=\u00a0505), India (<em>n<\/em>\u00a0=\u00a0422) and Vietnam (<em>n<\/em>\u00a0=\u00a0618) were contacted to collect the data. Data were analysed through structural equations modelling procedure with invariance analysis conducted to ensure that the results from the three samples could be compared. The authors also conducted <em>post-hoc<\/em> analysis to explore the mediation paths between variables.<\/p>"},{"title":"Findings","text":"<p>The study finds support to the conceptual model across the samples from the three countries. Personalisation is found to increase value perceptions \u2013 both utilitarian and hedonic \u2013 and personal identification which leads to \u201cdeep\u201d eWOM providing behaviour across all the three countries. The serial mediation also provides comparable results across the three countries.<\/p>"},{"title":"Originality\/value","text":"<p>The study contributes to the understanding of deep eWOM providing behaviour \u2013 a construct with high practical relevance which has however not been explored sufficiently in current literature. The study also contributes to the literature that analyses the consequences of personalisation in m-commerce.<\/p>"}],"contributors":["Sunil Sahadev","Sean Chung","<mark>Mustafeed<\/mark> Zaman","Indria Handoko","Tan Vo-Thanh","Nguyen Phong Nguyen","Rajeev Kumra"],"pub_date":"18 October 2023","year":"2023","link":"\/content\/doi\/10.1108\/ITP-06-2022-0439","snippets":[],"content_type":"article","content_type_name":"Article","isResearchContent":true,"keywords":["Cross-national study","E-commerce (B2B\/B2C\/B2G\/G2C)","Mobile communication","E-tailing","E-marketing","M(obile)-banking\/M-commerce"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/ITP-06-2022-0439\/pdf","pdf_size":"334646","pdf_size_as_string":"(327 KB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessDenied","rightslink":"true","first_page":"399","last_page":"418","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/ITP-06-2022-0439","usage_count":"325","journal_title":"Information Technology & People","journal_issn":"0959-3845","journal_print_issn":"0959-3845","journal_online_issn":null,"journal_doi":"10.1108\/ITP","journal_acronym":"ITP","volume_number":"38","volume_title":null,"issue_number":"1","issue_title":null,"book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_WHATT-07-2019-0045","title_text":"Editorial","title_html":"Editorial","section":[{"title":"","text":""}],"contributors":[],"pub_date":"14 October 2019","year":"2019","link":"\/content\/doi\/10.1108\/WHATT-07-2019-0045","snippets":[],"content_type":"article","content_type_name":"Article","isResearchContent":false,"keywords":[],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/WHATT-07-2019-0045\/pdf","pdf_size":"61760","pdf_size_as_string":"(60 KB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessPermitted","rightslink":"false","first_page":"481","last_page":"483","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/WHATT-07-2019-0045","usage_count":"480","journal_title":"Worldwide Hospitality and Tourism Themes","journal_issn":"1755-4217","journal_print_issn":"1755-4217","journal_online_issn":null,"journal_doi":"10.1108\/WHATT","journal_acronym":"WHATT","volume_number":"11","volume_title":null,"issue_number":"5","issue_title":"What smart and sustainable strategies could be used to reduce the impact of overtourism?","book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}},{"result":{"identifier":"urn:emeraldgroup.com:asset:id:article:10_1108_WHATT-07-2019-0046","title_text":"Reflections on the theme issue outcomes: What smart and sustainable strategies could be used to reduce the impact of overtourism?","title_html":"Reflections on the theme issue outcomes: What smart and sustainable strategies could be used to reduce the impact of overtourism?","section":[{"title":"Purpose","text":"<p>The purpose of this paper is to summarise the main outcomes of the collection of studies in this theme issue and to offer some key reflections based on the experiences of the theme editors and contributors.<\/p>"},{"title":"Design\/methodology\/approach","text":"<p>This study uses structured questions to enable the theme editors to reflect on the rationale for the theme issue question, the starting point, the selection of the contributors and material and the editorial process.<\/p>"},{"title":"Findings","text":"<p>This paper provides insights and practical suggestions in response to the theme issue question from different academic and professional backgrounds, namely, the hotel industry, the events industry, the technology sector, non-governmental organisations, government sectors, and the local community.<\/p>"},{"title":"Practical implications","text":"<p>The theme issue outcomes provide lines of enquiry for others to explore and reinforce the value of worldwide hospitality and tourism theme\u2019s approach to collaborative working and writing.<\/p>"},{"title":"Originality\/value","text":"<p>The collaborative study reported in this theme issue offers a unified but contrarian response to the theme\u2019s strategic question. Taken together, the papers provide a range of options for destination marketing organisations in response to the issues highlighted.<\/p>"}],"contributors":["Vanessa Gowreesunkar","Hugues Seraphin","Richard Teare"],"pub_date":"14 October 2019","year":"2019","link":"\/content\/doi\/10.1108\/WHATT-07-2019-0046","snippets":[],"content_type":"article","content_type_name":"Article","isResearchContent":true,"keywords":["Sustainability","Tourism","Destinations","Overtourism","Smart strategies","Sustainable destination"],"publisher_name":null,"hasTeachingNotes":"false","pdf_link":"\/content\/doi\/10.1108\/WHATT-07-2019-0046\/pdf","pdf_size":"104893","pdf_size_as_string":"(102 KB)","epub_link":null,"epub_size":null,"epub_size_as_string":"(0 KB)","access_status":"accessDenied","rightslink":"true","first_page":"634","last_page":"640","open_access":false,"free_access":false,"oxan_content":false,"oxan_location":null,"doi":"10.1108\/WHATT-07-2019-0046","usage_count":"390","journal_title":"Worldwide Hospitality and Tourism Themes","journal_issn":"1755-4217","journal_print_issn":"1755-4217","journal_online_issn":"1755-4217","journal_doi":"10.1108\/WHATT","journal_acronym":"WHATT","volume_number":"11","volume_title":null,"issue_number":"5","issue_title":"What smart and sustainable strategies could be used to reduce the impact of overtourism?","book_title":null,"book_isbn":null,"book_doi":null,"series_title":null,"series_issn":null,"series_acronym":null}}]" root="/insight/"> </search-select-all> </div> </div> </div> </header> <section class="container search_results__list pt-md-0"> <div class="row"> <div class="intent_search_results col-md-9 col-12"> <search-item metadata="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" root="/insight/" inline-template> <div class="intent_search_result container card-shadow is-animated Search-item__wrapper"> <div class="intent_item Search-item__list__item px-2 px-md-0"> <div class="d-flex flex-row justify-items-center border-bottom-2 border-pale py-2 px-2 mb-2"> <div class="d-flex my-auto align-items-center"> <search-item-select class="align-items-center" doi="10.1108/IJCTHR-08-2015-0095"></search-item-select> </div> <div class="d-flex my-auto px-0 small align-items-center"> <span role="img" aria-hidden="true" class="intent_content_not_available intent_access_indicator fas fa-ban icon-x-small text-danger pr-2" title="Access Restricted." aria-label="Access Restricted." role="img"></span> <span class="d-flex align-items-center"> <a href="/insight/content/doi/10.1108/IJCTHR-08-2015-0095/full/html" class="intent_link mr-1" title="View access options for Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels." aria-label="View access options for Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels."> View access options </a> </span> </div> </div> <div class="d-lg-flex flex-row pb-3"> <div class="flex-grow-1 px-0 pr-md-2 border-right-2 border-pale pb-4 pb-md-0"> <div class="d-md-flex justify-content-between flex-row pt-1 pb-2"> <div class="intent_content_type text-muted small"> Article </div> <div class="pr-2 small"> <span class="font-weight-light">Publication date: <span class="intent_publication_date font-weight-normal">3 October 2016</span></span> </div> </div> <div class="d-lg-flex flex-row no-gutters"> <div> <h2 class="h3 mt-0 mb-2"> <a href="/insight/content/doi/10.1108/IJCTHR-08-2015-0095/full/html" class="intent_link font-serif" title="Go to page for Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels."> <span class="intent_title">Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Mustafeed Zaman " title="Search for more content by contributor Mustafeed Zaman." aria-label="Search for more content by contributor Mustafeed Zaman." class="font-weight-light link-dark"><mark>Mustafeed</mark> Zaman</a>, <a rel="nofollow" href="/insight/search?q=Laurent Botti " title="Search for more content by contributor Laurent Botti." aria-label="Search for more content by contributor Laurent Botti." class="font-weight-light link-dark">Laurent Botti</a> and <a rel="nofollow" href="/insight/search?q=Tan Vo Thanh " title="Search for more content by contributor Tan Vo Thanh." aria-label="Search for more content by contributor Tan Vo Thanh." class="font-weight-light link-dark">Tan Vo Thanh</a> </p> <p class="mt-2 medium"> The purpose of this study is to examine the relationship between the managerial efficiency and the customer satisfaction of Parisian boutique hotels by using the multi-criteria… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for Does managerial efficiency relate to customer satisfaction? 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The case of Parisian boutique hotels" > <span role="img" aria-hidden="true" class="far fa-file-pdf icon-small mr-2"></span> <span class="small">PDF (479 KB)</span> </a> </div>  <div class="mb-2"> <rights-link-button root="https://marketplace.copyright.com/rs-ui-web/mp/search/all/" doi="10.1108/IJCTHR-08-2015-0095"> </rights-link-button> </div> </div> <div class="d-flex"> <div> <div class="d-flex flex-column align-items-center pr-3"> <label class="mini-caps" id="downloadCountLabel-1">Downloads</label> <div class="text-primary pt-2 d-flex align-items-center intent_download_counts_badge" aria-labelledby="downloadCountLabel-1" title="This item has been downloaded 2309 times since 2016." data-toggle="tooltip" data-placement="right" tabindex="0"> <span class="fal fa-file-download fa-2x px-1"></span> <span class="intent_download_count small flex-grow-1 text-center"> 2309 </span> </div> </div> </div> <div class="altmetric-mount"> <altmetric-badge root="/insight/" content-doi="10.1108/IJCTHR-08-2015-0095" publication-doi="10.1108/IJCTHR"> </altmetric-badge> </div> </div> </div> </div>  </div> <div class="row px-3 pb-4 abstract" :class="abstractClassObject" v-cloak> <div class="intent_abstract pb-1 col-md-7 pt-2 pl-2 pr-4"> <h3 class="intent_sub_title">Abstract</h3> <h4 class="intent_sub_title mt-4">Purpose</h4> <section class="intent_sub_content"> <p>The purpose of this study is to examine the relationship between the managerial efficiency and the customer satisfaction of Parisian boutique hotels by using the multi-criteria decision analysis (MCDA) methods.</p> </section> <h4 class="intent_sub_title mt-4">Design/methodology/approach</h4> <section class="intent_sub_content"> <p>In the first stage, hotels’ managerial efficiency is assessed by data envelopment analysis to establish which hotel has the most efficient performance. In the second stage, the customer satisfaction of these hotels is estimated by the ELECTRE (ELimination et Choix Traduisant la RÉalité) method to assess the hotel’s ability to satisfy their customers.</p> </section> <h4 class="intent_sub_title mt-4">Findings</h4> <section class="intent_sub_content"> <p>Empirical results show that there is an inverse relation between customer satisfaction and ability to maximise the Revenue per Available Room (RevPAR). In other words, trying to improve efficiency implies a reduction in guests’ satisfaction (and vice versa).</p> </section> <h4 class="intent_sub_title mt-4">Research limitations/implications</h4> <section class="intent_sub_content"> <p>Therefore, through this research the authors can realise that hotel managers should give more attention to customer service because it has a more direct and important impact on customer satisfaction. It also positively impacts on resource management. However, there are some limitations to this study. First, this study only focuses on 12 hotels. Because the data set is very confidential, it is very difficult to have a bigger sample. Then, the evaluation is based on 2014 figures only. It could be interesting to know their performance for previous years to understand their evolution. Finally, it is necessary to know the percentage of direct reservations for each hotel. For instance, if a hotel is relying too much on online travel agents (i.e. Booking.com, Expedia, etc.), it needs to pay a significant amount of commission to these companies. As a result, it could have a good RevPAR but might pay a huge commission (for example, 20 per cent for most of sites) at the end. In terms of perspectives, it is necessary to conduct a more extensive research to test the hypothesis in a different context. Additionally, the data were taken for a single period of time. It will be very interesting to create a panel of hotels and collect data over a period of time (Barros, 2005; Barros and Santos, 2006; Barros and Deike, 2008). This would enable to better understand the relationship between managerial efficiency and customer satisfaction in a long-term prospective.</p> </section> <h4 class="intent_sub_title mt-4">Originality/value</h4> <section class="intent_sub_content"> <p>This paper presents the relationship between the managerial efficiency and customer satisfaction in Parisian boutique hotels context. Study suggests that in service industry, increase of firm’s efficiency could negatively impact the guest satisfaction. Therefore, through studying the authors can realise that why hotel managers should focus on customer satisfaction, which attributes play the vital role in customer satisfaction and how to optimize their resources. One of the originalities of this paper is that the authors use the customers’ feedback from the UGC websites (Trip Advisor and Booking.com) as the performance evaluation indicators for customer satisfaction. The data are very confidential and hard to get.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">International Journal of Culture, Tourism and Hospitality Research, <span class="d-inline-block">vol. 10 no. 4</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/IJCTHR-08-2015-0095" title="DOI: https://doi.org/10.1108/IJCTHR-08-2015-0095." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/IJCTHR-08-2015-0095</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">1750-6182</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=MCDA"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword MCDA"><span class="intent_text">MCDA</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Customer+satisfaction"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Customer satisfaction"><span class="intent_text">Customer satisfaction</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Boutique+hotels"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Boutique hotels"><span class="intent_text">Boutique hotels</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Hotel+performance"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Hotel performance"><span class="intent_text">Hotel performance</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Management+efficiency"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Management efficiency"><span class="intent_text">Management efficiency</span></a></li> </ul> </section> </p> </div> </div> </div> </search-item> <search-item 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Trexit (tourism exit) as a solution to overtourism."> View access options </a> </span> </div> </div> <div class="d-lg-flex flex-row pb-3"> <div class="flex-grow-1 px-0 pr-md-2 border-right-2 border-pale pb-4 pb-md-0"> <div class="d-md-flex justify-content-between flex-row pt-1 pb-2"> <div class="intent_content_type text-muted small"> Article </div> <div class="pr-2 small"> <span class="font-weight-light">Publication date: <span class="intent_publication_date font-weight-normal">14 October 2019</span></span> </div> </div> <div class="d-lg-flex flex-row no-gutters"> <div> <h2 class="h3 mt-0 mb-2"> <a href="/insight/content/doi/10.1108/WHATT-06-2019-0037/full/html" class="intent_link font-serif" title="Go to page for Limitations of Trexit (tourism exit) as a solution to overtourism."> <span class="intent_title">Limitations of <italic>Trexit</italic> (tourism exit) as a solution to overtourism</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Hugues Seraphin " title="Search for more content by contributor Hugues Seraphin." aria-label="Search for more content by contributor Hugues Seraphin." class="font-weight-light link-dark">Hugues Seraphin</a>, <a rel="nofollow" href="/insight/search?q=Vanessa Gowreesunkar " title="Search for more content by contributor Vanessa Gowreesunkar." aria-label="Search for more content by contributor Vanessa Gowreesunkar." class="font-weight-light link-dark">Vanessa Gowreesunkar</a>, <a rel="nofollow" href="/insight/search?q=Mustafeed Zaman " title="Search for more content by contributor Mustafeed Zaman." aria-label="Search for more content by contributor Mustafeed Zaman." class="font-weight-light link-dark"><mark>Mustafeed</mark> Zaman</a> and <a rel="nofollow" href="/insight/search?q=Thierry Lorey " title="Search for more content by contributor Thierry Lorey." aria-label="Search for more content by contributor Thierry Lorey." class="font-weight-light link-dark">Thierry Lorey</a> </p> <p class="mt-2 medium"> Many tourism destinations are now facing the problem of overtourism, and destination management organisations (DMOs) are in search of an effective and sustainable solution. With… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for Limitations of Trexit (tourism exit) as a solution to overtourism." :aria-expanded="showMore ? 'true' : 'false'" v-cloak > {{ moreBtnText }} <span role="img" aria-hidden="true" class="ml-2 text-primary fas" :class="caretIconClass"></span> </button> </div> </div> </div> <div class="pl-2 d-lg-flex flex-column justify-content-between mnw-lg-25 my-3 my-lg-0" v-cloak> <div class="pt-2"> <div class="intent_access_icons justify-content-end"> </div> <div> <a class="d-flex align-items-center mb-2 intent_link" href="/insight/content/doi/10.1108/WHATT-06-2019-0037/full/html" title="Go to HTML page for Limitations of Trexit (tourism exit) as a solution to overtourism." aria-label="Go to HTML page for Limitations of Trexit (tourism exit) as a solution to overtourism." > <span role="img" aria-hidden="true" class="far fa-file-code icon-small mr-2"></span> <span class="small">HTML</span> </a> </div> <div> <a class="d-flex align-items-center mb-2 intent_pdf_link" href="/insight/content/doi/10.1108/WHATT-06-2019-0037/full/pdf?title=limitations-of-trexit-tourism-exit-as-a-solution-to-overtourism" title="Download PDF (444 KB) for Limitations of Trexit (tourism exit) as a solution to overtourism." aria-label="Download PDF (444 KB) for Limitations of Trexit (tourism exit) as a solution to overtourism" > <span role="img" aria-hidden="true" class="far fa-file-pdf icon-small mr-2"></span> <span class="small">PDF (444 KB)</span> </a> </div>  <div class="mb-2"> <rights-link-button root="https://marketplace.copyright.com/rs-ui-web/mp/search/all/" doi="10.1108/WHATT-06-2019-0037"> </rights-link-button> </div> </div> <div class="d-flex"> <div> <div class="d-flex flex-column align-items-center pr-3"> <label class="mini-caps" id="downloadCountLabel-2">Downloads</label> <div class="text-primary pt-2 d-flex align-items-center intent_download_counts_badge" aria-labelledby="downloadCountLabel-2" title="This item has been downloaded 1349 times since 2019." data-toggle="tooltip" data-placement="right" tabindex="0"> <span class="fal fa-file-download fa-2x px-1"></span> <span class="intent_download_count small flex-grow-1 text-center"> 1349 </span> </div> </div> </div> <div class="altmetric-mount"> <altmetric-badge root="/insight/" content-doi="10.1108/WHATT-06-2019-0037" publication-doi="10.1108/WHATT"> </altmetric-badge> </div> </div> </div> </div>  </div> <div class="row px-3 pb-4 abstract" :class="abstractClassObject" v-cloak> <div class="intent_abstract pb-1 col-md-7 pt-2 pl-2 pr-4"> <h3 class="intent_sub_title">Abstract</h3> <h4 class="intent_sub_title mt-4">Purpose</h4> <section class="intent_sub_content"> <p>Many tourism destinations are now facing the problem of overtourism, and destination management organisations (DMOs) are in search of an effective and sustainable solution. With this as a foundation, the purpose of this study is to identify factors causing overtourism at popular tourism destinations and to propose an alternative solution to overcome this phenomenon.</p> </section> <h4 class="intent_sub_title mt-4">Design/methodology/approach</h4> <section class="intent_sub_content"> <p>The research design is based on an inductive and a deductive approach. The paper draws its conclusion from secondary and tertiary data (literature review and online research).</p> </section> <h4 class="intent_sub_title mt-4">Findings</h4> <section class="intent_sub_content"> <p>The study shows that <em>Trexit</em> (tourism exit) is not a sustainable solution to overtourism and that an alternative strategy may be adopted to tackle this phenomenon. The overall outcome shows that if sociological factors, business factors, technological and economic factors are addressed, the effect of overtourism may be managed and controlled.</p> </section> <h4 class="intent_sub_title mt-4">Practical implications</h4> <section class="intent_sub_content"> <p>The findings of this piece of research refer to a Just-in-Time strategy for managing overtourism. The findings could be useful to practitioners, as the study proposes an alternative means to overcome overtourism and manage destinations without affecting visitor flow and profitability.</p> </section> <h4 class="intent_sub_title mt-4">Originality/value</h4> <section class="intent_sub_content"> <p>This research fulfils an existing research gap, as it proposes an alternative solution to tackle overtourism. The proposed model also helps to provide a broader insight of the dynamics surrounding overtourism at tourism destinations. In so doing, it advances the existing body of knowledge by providing new inputs to a topic that has not been discussed, namely, <em>Trexit</em> or tourism exit.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">Worldwide Hospitality and Tourism Themes, <span class="d-inline-block">vol. 11 no. 5</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/WHATT-06-2019-0037" title="DOI: https://doi.org/10.1108/WHATT-06-2019-0037." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/WHATT-06-2019-0037</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">1755-4217</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Sustainability"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Sustainability"><span class="intent_text">Sustainability</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Overtourism"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Overtourism"><span class="intent_text">Overtourism</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Destination+marketing+organisation"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Destination marketing organisation"><span class="intent_text">Destination marketing organisation</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Trexit+model"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Trexit model"><span class="intent_text">Trexit model</span></a></li> </ul> </section> </p> </div> </div> </div> </search-item> <search-item 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root="/insight/" inline-template> <div class="intent_search_result container card-shadow is-animated Search-item__wrapper"> <div class="intent_item Search-item__list__item px-2 px-md-0"> <div class="d-flex flex-row justify-items-center border-bottom-2 border-pale py-2 px-2 mb-2"> <div class="d-flex my-auto align-items-center"> <search-item-select class="align-items-center" doi="10.1108/IJCHM-09-2021-1130"></search-item-select> </div> <div class="d-flex my-auto px-0 small align-items-center"> <span role="img" aria-hidden="true" class="intent_content_not_available intent_access_indicator fas fa-ban icon-x-small text-danger pr-2" title="Access Restricted." aria-label="Access Restricted." role="img"></span> <span class="d-flex align-items-center"> <a href="/insight/content/doi/10.1108/IJCHM-09-2021-1130/full/html" class="intent_link mr-1" title="View access options for The service digitalization in fine-dining restaurants: a cost-benefit perspective." aria-label="View access options for The service digitalization in fine-dining restaurants: a cost-benefit perspective."> View access options </a> </span> </div> </div> <div class="d-lg-flex flex-row pb-3"> <div class="flex-grow-1 px-0 pr-md-2 border-right-2 border-pale pb-4 pb-md-0"> <div class="d-md-flex justify-content-between flex-row pt-1 pb-2"> <div class="intent_content_type text-muted small"> Article </div> <div class="pr-2 small"> <span class="font-weight-light">Publication date: <span class="intent_publication_date font-weight-normal">7 March 2022</span></span> </div> </div> <div class="d-lg-flex flex-row no-gutters"> <div> <h2 class="h3 mt-0 mb-2"> <a href="/insight/content/doi/10.1108/IJCHM-09-2021-1130/full/html" class="intent_link font-serif" title="Go to page for The service digitalization in fine-dining restaurants: a cost-benefit perspective."> <span class="intent_title">The service digitalization in fine-dining restaurants: a cost-benefit perspective</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Tan Vo-Thanh " title="Search for more content by contributor Tan Vo-Thanh." aria-label="Search for more content by contributor Tan Vo-Thanh." class="font-weight-light link-dark">Tan Vo-Thanh</a>, <a rel="nofollow" href="/insight/search?q=Mustafeed Zaman " title="Search for more content by contributor Mustafeed Zaman." aria-label="Search for more content by contributor Mustafeed Zaman." class="font-weight-light link-dark"><mark>Mustafeed</mark> Zaman</a>, <a rel="nofollow" href="/insight/search?q=Rajibul Hasan " title="Search for more content by contributor Rajibul Hasan." aria-label="Search for more content by contributor Rajibul Hasan." class="font-weight-light link-dark">Rajibul Hasan</a>, <a rel="nofollow" href="/insight/search?q=Shahriar Akter " title="Search for more content by contributor Shahriar Akter." aria-label="Search for more content by contributor Shahriar Akter." class="font-weight-light link-dark">Shahriar Akter</a> and <a rel="nofollow" href="/insight/search?q=Thac Dang-Van " title="Search for more content by contributor Thac Dang-Van." aria-label="Search for more content by contributor Thac Dang-Van." class="font-weight-light link-dark">Thac Dang-Van</a> </p> <p class="mt-2 medium"> This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for The service digitalization in fine-dining restaurants: a cost-benefit perspective." :aria-expanded="showMore ? 'true' : 'false'" v-cloak > {{ moreBtnText }} <span role="img" aria-hidden="true" class="ml-2 text-primary fas" :class="caretIconClass"></span> </button> </div> </div> </div> <div class="pl-2 d-lg-flex flex-column justify-content-between mnw-lg-25 my-3 my-lg-0" v-cloak> <div class="pt-2"> <div class="intent_access_icons justify-content-end"> </div> <div> <a class="d-flex align-items-center mb-2 intent_link" href="/insight/content/doi/10.1108/IJCHM-09-2021-1130/full/html" title="Go to HTML page for The service digitalization in fine-dining restaurants: a cost-benefit perspective." aria-label="Go to HTML page for The service digitalization in fine-dining restaurants: a cost-benefit perspective." > <span role="img" aria-hidden="true" class="far fa-file-code icon-small mr-2"></span> <span class="small">HTML</span> </a> </div> <div> <a class="d-flex align-items-center mb-2 intent_pdf_link" href="/insight/content/doi/10.1108/IJCHM-09-2021-1130/full/pdf?title=the-service-digitalization-in-fine-dining-restaurants-a-cost-benefit-perspective" title="Download PDF (528 KB) for The service digitalization in fine-dining restaurants: a cost-benefit perspective." aria-label="Download PDF (528 KB) for The service digitalization in fine-dining restaurants: a cost-benefit perspective" > <span role="img" aria-hidden="true" class="far fa-file-pdf icon-small mr-2"></span> <span class="small">PDF (528 KB)</span> </a> </div>  <div class="mb-2"> <rights-link-button root="https://marketplace.copyright.com/rs-ui-web/mp/search/all/" doi="10.1108/IJCHM-09-2021-1130"> </rights-link-button> </div> </div> <div class="d-flex"> <div> <div class="d-flex flex-column align-items-center pr-3"> <label class="mini-caps" id="downloadCountLabel-3">Downloads</label> <div class="text-primary pt-2 d-flex align-items-center intent_download_counts_badge" aria-labelledby="downloadCountLabel-3" title="This item has been downloaded 3499 times since 2022." data-toggle="tooltip" data-placement="right" tabindex="0"> <span class="fal fa-file-download fa-2x px-1"></span> <span class="intent_download_count small flex-grow-1 text-center"> 3499 </span> </div> </div> </div> <div class="altmetric-mount"> <altmetric-badge root="/insight/" content-doi="10.1108/IJCHM-09-2021-1130" publication-doi="10.1108/IJCHM"> </altmetric-badge> </div> </div> </div> </div>  </div> <div class="row px-3 pb-4 abstract" :class="abstractClassObject" v-cloak> <div class="intent_abstract pb-1 col-md-7 pt-2 pl-2 pr-4"> <h3 class="intent_sub_title">Abstract</h3> <h4 class="intent_sub_title mt-4">Purpose</h4> <section class="intent_sub_content"> <p>This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this research gap. To do so, a conceptual framework of the perceived benefits and costs of the service digitalization was developed. This study also provides actionable recommendations for fine-dining restaurant managers to create and manage an optimized fine-dining experience for their customers.</p> </section> <h4 class="intent_sub_title mt-4">Design/methodology/approach</h4> <section class="intent_sub_content"> <p>To obtain in-depth information, the authors opted for a qualitative research approach. The authors interviewed 24 fine-dining restaurant managers (listed in the Michelin Guide) and 29 customers of fine-dining restaurants using a video titled “The Restaurant of the Future.”</p> </section> <h4 class="intent_sub_title mt-4">Findings</h4> <section class="intent_sub_content"> <p>The findings underline the perceived benefits and costs of service digitalization for both restaurant managers and their customers. This study highlights that fine-dining restaurants are highly experience-centric compared to other types of restaurants and recommends which services should be digitalized and which should not be to create and manage experiences throughout the customer journey.</p> </section> <h4 class="intent_sub_title mt-4">Practical implications</h4> <section class="intent_sub_content"> <p>This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers’ fine-dining experiences.</p> </section> <h4 class="intent_sub_title mt-4">Originality/value</h4> <section class="intent_sub_content"> <p>This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">International Journal of Contemporary Hospitality Management, <span class="d-inline-block">vol. 34 no. 9</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/IJCHM-09-2021-1130" title="DOI: https://doi.org/10.1108/IJCHM-09-2021-1130." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/IJCHM-09-2021-1130</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">0959-6119</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Service+digitalization"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Service digitalization"><span class="intent_text">Service digitalization</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Fine-dining+restaurants"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Fine-dining restaurants"><span class="intent_text">Fine-dining restaurants</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Cost%E2%80%93benefit+perceptions"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Cost–benefit perceptions"><span class="intent_text">Cost–benefit perceptions</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Restaurant+managers"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Restaurant managers"><span class="intent_text">Restaurant managers</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Customers"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Customers"><span class="intent_text">Customers</span></a></li> </ul> </section> </p> </div> </div> </div> </search-item> <search-item 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root="/insight/" inline-template> <div class="intent_search_result container card-shadow is-animated Search-item__wrapper"> <div class="intent_item Search-item__list__item px-2 px-md-0"> <div class="d-flex flex-row justify-items-center border-bottom-2 border-pale py-2 px-2 mb-2"> <div class="d-flex my-auto align-items-center"> <search-item-select class="align-items-center" doi="10.1108/IMR-04-2024-0118"></search-item-select> </div> <div class="d-flex my-auto px-0 small align-items-center"> <span role="img" aria-hidden="true" class="intent_content_not_available intent_access_indicator fas fa-ban icon-x-small text-danger pr-2" title="Access Restricted." aria-label="Access Restricted." role="img"></span> <span class="d-flex align-items-center"> <a href="/insight/content/doi/10.1108/IMR-04-2024-0118/full/html" class="intent_link mr-1" title="View access options for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study." aria-label="View access options for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study."> View access options </a> </span> </div> </div> <div class="d-lg-flex flex-row pb-3"> <div class="flex-grow-1 px-0 pr-md-2 border-right-2 border-pale pb-4 pb-md-0"> <div class="d-md-flex justify-content-between flex-row pt-1 pb-2"> <div class="intent_content_type text-muted small"> Article </div> <div class="pr-2 small"> <span class="font-weight-light">Publication date: <span class="intent_publication_date font-weight-normal">5 March 2025</span></span> </div> </div> <div class="d-lg-flex flex-row no-gutters"> <div> <h2 class="h3 mt-0 mb-2"> <a href="/insight/content/doi/10.1108/IMR-04-2024-0118/full/html" class="intent_link font-serif" title="Go to page for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study."> <span class="intent_title">Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Mustafeed Zaman " title="Search for more content by contributor Mustafeed Zaman." aria-label="Search for more content by contributor Mustafeed Zaman." class="font-weight-light link-dark"><mark>Mustafeed</mark> Zaman</a>, <a rel="nofollow" href="/insight/search?q=K. Mohamed Jasim " title="Search for more content by contributor K. Mohamed Jasim." aria-label="Search for more content by contributor K. Mohamed Jasim." class="font-weight-light link-dark">K. Mohamed Jasim</a>, <a rel="nofollow" href="/insight/search?q=Rajibul Hasan " title="Search for more content by contributor Rajibul Hasan." aria-label="Search for more content by contributor Rajibul Hasan." class="font-weight-light link-dark">Rajibul Hasan</a>, <a rel="nofollow" href="/insight/search?q=Shahriar Akter " title="Search for more content by contributor Shahriar Akter." aria-label="Search for more content by contributor Shahriar Akter." class="font-weight-light link-dark">Shahriar Akter</a> and <a rel="nofollow" href="/insight/search?q=Demetris Vrontis " title="Search for more content by contributor Demetris Vrontis." aria-label="Search for more content by contributor Demetris Vrontis." class="font-weight-light link-dark">Demetris Vrontis</a> </p> <p class="mt-2 medium"> Artificial intelligence (AI) services are vital in enhancing customer experience and purchase intentions in the international online fashion retail sector. This study explores… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study." :aria-expanded="showMore ? 'true' : 'false'" v-cloak > {{ moreBtnText }} <span role="img" aria-hidden="true" class="ml-2 text-primary fas" :class="caretIconClass"></span> </button> </div> </div> </div> <div class="pl-2 d-lg-flex flex-column justify-content-between mnw-lg-25 my-3 my-lg-0" v-cloak> <div class="pt-2"> <div class="intent_access_icons justify-content-end"> </div> <div> <a class="d-flex align-items-center mb-2 intent_link" href="/insight/content/doi/10.1108/IMR-04-2024-0118/full/html" title="Go to HTML page for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study." aria-label="Go to HTML page for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study." > <span role="img" aria-hidden="true" class="far fa-file-code icon-small mr-2"></span> <span class="small">HTML</span> </a> </div> <div> <a class="d-flex align-items-center mb-2 intent_pdf_link" href="/insight/content/doi/10.1108/IMR-04-2024-0118/full/pdf?title=understanding-customers-intentions-to-use-ai-enabled-services-in-online-fashion-stores-a-longitudinal-study" title="Download PDF (1.3 MB) for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study." aria-label="Download PDF (1.3 MB) for Understanding customers’ intentions to use AI-enabled services in online fashion stores – a longitudinal study" > <span role="img" aria-hidden="true" class="far fa-file-pdf icon-small mr-2"></span> <span class="small">PDF (1.3 MB)</span> </a> </div>  <div class="mb-2"> <rights-link-button root="https://marketplace.copyright.com/rs-ui-web/mp/search/all/" doi="10.1108/IMR-04-2024-0118"> </rights-link-button> </div> </div> <div class="d-flex"> <div> <div class="d-flex flex-column align-items-center pr-3"> <label class="mini-caps" id="downloadCountLabel-4">Downloads</label> <div class="text-primary pt-2 d-flex align-items-center intent_download_counts_badge" aria-labelledby="downloadCountLabel-4" title="This item has been downloaded 22 times since 2025." data-toggle="tooltip" data-placement="right" tabindex="0"> <span class="fal fa-file-download fa-2x px-1"></span> <span class="intent_download_count small flex-grow-1 text-center"> 22 </span> </div> </div> </div> <div class="altmetric-mount"> <altmetric-badge root="/insight/" content-doi="10.1108/IMR-04-2024-0118" publication-doi="10.1108/IMR"> </altmetric-badge> </div> </div> </div> </div>  </div> <div class="row px-3 pb-4 abstract" :class="abstractClassObject" v-cloak> <div class="intent_abstract pb-1 col-md-7 pt-2 pl-2 pr-4"> <h3 class="intent_sub_title">Abstract</h3> <h4 class="intent_sub_title mt-4">Purpose</h4> <section class="intent_sub_content"> <p>Artificial intelligence (AI) services are vital in enhancing customer experience and purchase intentions in the international online fashion retail sector. This study explores customers’ intentions to use AI-enabled services, focusing on transaction utility, trust and product uniqueness across the customer journey in the context of international online fashion stores. This study also assesses how privacy moderates customer intentions.</p> </section> <h4 class="intent_sub_title mt-4">Design/methodology/approach</h4> <section class="intent_sub_content"> <p>This study adopted a longitudinal research design and purposive sampling technique to collect a total of 566 participants. The final data were analyzed using IBM SPSS Amos version 21 software.</p> </section> <h4 class="intent_sub_title mt-4">Findings</h4> <section class="intent_sub_content"> <p>The study highlights the significance of transaction utility, trust and product uniqueness in AI integration across the customer journey (pre-purchase, during purchase and post-purchase stages). Most of the direct relationships are significant, except the relationship between the during purchase and post-purchase stages. With a few exceptions, AI integration commonly does not mediate the relationship between antecedents and intention to use AI-enabled services. Privacy moderates AI integration in post-purchase, during purchase and intention to use AI-enabled services, except in the pre-purchase stage.</p> </section> <h4 class="intent_sub_title mt-4">Originality/value</h4> <section class="intent_sub_content"> <p>This study bridges important gaps in the literature by integrating AI-enabled services and customer behavior, contributing to a broader knowledge of customer interactions in global e-commerce fashion stores. The study examines multiple attributes that impact intention, such as transaction utility, trust, product uniqueness, AI integration in three stages of purchases (pre-purchase, during purchase and post-purchase) and privacy, using three major theories: mental accounting theory, trust commitment theory and commodity theory.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">International Marketing Review, <span class="d-inline-block">vol. ahead-of-print no. ahead-of-print</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/IMR-04-2024-0118" title="DOI: https://doi.org/10.1108/IMR-04-2024-0118." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/IMR-04-2024-0118</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">0265-1335</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Online+fashion+stores"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Online fashion stores"><span class="intent_text">Online fashion stores</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=AI-enabled+services"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword AI-enabled services"><span class="intent_text">AI-enabled services</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=AI+integration"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword AI integration"><span class="intent_text">AI integration</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Customer+intention"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Customer intention"><span class="intent_text">Customer intention</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Longitudinal+study"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Longitudinal study"><span class="intent_text">Longitudinal study</span></a></li> </ul> </section> </p> </div> </div> </div> </search-item> <search-item 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root="/insight/" inline-template> <div class="intent_search_result container card-shadow is-animated Search-item__wrapper"> <div class="intent_item Search-item__list__item px-2 px-md-0"> <div class="d-flex flex-row justify-items-center border-bottom-2 border-pale py-2 px-2 mb-2"> <div class="d-flex my-auto align-items-center"> <search-item-select class="align-items-center" doi="10.1108/IJCHM-01-2024-0035"></search-item-select> </div> <div class="d-flex my-auto px-0 small align-items-center"> <span role="img" aria-hidden="true" class="intent_content_available intent_access_indicator fas fa-check icon-x-small text-success pr-2" title="Available."></span> <span class="d-flex align-items-center"> <span role="img" aria-hidden="true" class="intent_open_access fas open-access-icon mr-1" title="Open Access."></span> Open Access </span> </div> </div> <div class="d-lg-flex flex-row pb-3"> <div class="flex-grow-1 px-0 pr-md-2 border-right-2 border-pale pb-4 pb-md-0"> <div class="d-md-flex justify-content-between flex-row pt-1 pb-2"> <div class="intent_content_type text-muted small"> Article </div> <div class="pr-2 small"> <span class="font-weight-light">Publication date: <span class="intent_publication_date font-weight-normal">24 September 2024</span></span> </div> </div> <div class="d-lg-flex flex-row no-gutters"> <div> <h2 class="h3 mt-0 mb-2"> <a href="/insight/content/doi/10.1108/IJCHM-01-2024-0035/full/html" class="intent_link font-serif" title="Go to page for Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations."> <span class="intent_title">Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Siamak Seyfi " title="Search for more content by contributor Siamak Seyfi." aria-label="Search for more content by contributor Siamak Seyfi." class="font-weight-light link-dark">Siamak Seyfi</a>, <a rel="nofollow" href="/insight/search?q=Tan Vo-Thanh " title="Search for more content by contributor Tan Vo-Thanh." aria-label="Search for more content by contributor Tan Vo-Thanh." class="font-weight-light link-dark">Tan Vo-Thanh</a> and <a rel="nofollow" href="/insight/search?q=Mustafeed Zaman " title="Search for more content by contributor Mustafeed Zaman." aria-label="Search for more content by contributor Mustafeed Zaman." class="font-weight-light link-dark"><mark>Mustafeed</mark> Zaman</a> </p> <p class="mt-2 medium"> Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations." :aria-expanded="showMore ? 'true' : 'false'" v-cloak > {{ moreBtnText }} <span role="img" aria-hidden="true" class="ml-2 text-primary fas" :class="caretIconClass"></span> </button> </div> </div> </div> <div class="pl-2 d-lg-flex flex-column justify-content-between mnw-lg-25 my-3 my-lg-0" v-cloak> <div class="pt-2"> <div class="intent_access_icons justify-content-end"> </div> <div> <a class="d-flex align-items-center mb-2 intent_link" href="/insight/content/doi/10.1108/IJCHM-01-2024-0035/full/html" title="Go to HTML page for Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations." aria-label="Go to HTML page for Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations." > <span role="img" aria-hidden="true" class="far fa-file-code icon-small mr-2"></span> <span class="small">HTML</span> </a> </div> <div> <a class="d-flex align-items-center mb-2 intent_pdf_link" href="/insight/content/doi/10.1108/IJCHM-01-2024-0035/full/pdf?title=hospitality-in-the-age-of-gen-z-a-critical-reflection-on-evolving-customer-and-workforce-expectations" title="Download PDF (282 KB) for Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations." aria-label="Download PDF (282 KB) for Hospitality in the age of Gen Z: a critical reflection on evolving customer and workforce expectations" target="_blank" > <span role="img" aria-hidden="true" class="far fa-file-pdf icon-small mr-2"></span> <span class="small">PDF (282 KB)</span> </a> </div>  </div> <div class="d-flex"> <div> <div class="d-flex flex-column align-items-center pr-3"> <label class="mini-caps" id="downloadCountLabel-5">Downloads</label> <div class="text-primary pt-2 d-flex align-items-center intent_download_counts_badge" aria-labelledby="downloadCountLabel-5" title="This item has been downloaded 5070 times since 2024." data-toggle="tooltip" data-placement="right" tabindex="0"> <span class="fal fa-file-download fa-2x px-1"></span> <span class="intent_download_count small flex-grow-1 text-center"> 5070 </span> </div> </div> </div> <div class="altmetric-mount"> <altmetric-badge root="/insight/" content-doi="10.1108/IJCHM-01-2024-0035" publication-doi="10.1108/IJCHM"> </altmetric-badge> </div> </div> </div> </div>  </div> <div class="row px-3 pb-4 abstract" :class="abstractClassObject" v-cloak> <div class="intent_abstract pb-1 col-md-7 pt-2 pl-2 pr-4"> <h3 class="intent_sub_title">Abstract</h3> <h4 class="intent_sub_title mt-4">Purpose</h4> <section class="intent_sub_content"> <p>Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical literature, this study aims to explore how this generation’s distinct behaviors are reshaping customer expectations and workforce trends within the sector.</p> </section> <h4 class="intent_sub_title mt-4">Design/methodology/approach</h4> <section class="intent_sub_content"> <p>A critical synthesis of empirical studies was used to examine current research on Gen Z as customers and employees in the hospitality industry.</p> </section> <h4 class="intent_sub_title mt-4">Findings</h4> <section class="intent_sub_content"> <p>Gen Z exhibits distinct preferences and expectations in their dual roles as customers and employees, prompting substantial shifts in hospitality industry standards and practices. They rely heavily on digital channels and peer recommendations when making travel decisions and expect highly personalized, tech-enabled experiences. This young cohort of travelers values unique, authentic and sustainable offerings. As employees, Gen Z prioritizes flexible work arrangements, career growth and workplaces aligned with sustainability, diversity and social responsibility. Hospitality providers must adapt their customer experience, marketing and HR strategies to meet these evolving demands.</p> </section> <h4 class="intent_sub_title mt-4">Practical implications</h4> <section class="intent_sub_content"> <p>To engage Gen Z customers and employees in the hospitality industry effectively, businesses must prioritize personalized experiences, leverage technology and adopt sustainable practices aligned with Gen Z’s social and environmental values. Moreover, offering adaptable work environments with remote opportunities and investing in professional development enhances appeal for Gen Z employees. Understanding Gen Z’s values and behaviors can help businesses improve customer satisfaction, attract top talent and remain competitive in a rapidly evolving market.</p> </section> <h4 class="intent_sub_title mt-4">Originality/value</h4> <section class="intent_sub_content"> <p>This study represents a preliminary endeavor to provide a critical assessment of Gen Z in the hospitality and tourism sector, offering novel insights into their travel behaviors, preferences and work values. It explores their expectations, attitudes toward work and career choices, offering guidance on how businesses can meet the evolving demands of this key demographic.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">International Journal of Contemporary Hospitality Management, <span class="d-inline-block">vol. 36 no. 13</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/IJCHM-01-2024-0035" title="DOI: https://doi.org/10.1108/IJCHM-01-2024-0035." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/IJCHM-01-2024-0035</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">0959-6119</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Gen+Z+behavior"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Gen Z behavior"><span class="intent_text">Gen Z behavior</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Digital+savvy"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Digital savvy"><span class="intent_text">Digital savvy</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Generational+change"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Generational change"><span class="intent_text">Generational change</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Hospitality+workforce"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Hospitality workforce"><span class="intent_text">Hospitality workforce</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Hospitality+career+perceptions"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Hospitality career perceptions"><span class="intent_text">Hospitality career perceptions</span></a></li> </ul> </section> </p> </div> </div> </div> </search-item> <search-item 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root="/insight/" inline-template> <div class="intent_search_result container card-shadow is-animated Search-item__wrapper"> <div class="intent_item Search-item__list__item px-2 px-md-0"> <div class="d-flex flex-row justify-items-center border-bottom-2 border-pale py-2 px-2 mb-2"> <div class="d-flex my-auto align-items-center"> <search-item-select class="align-items-center" doi="10.1108/IJCHM-08-2023-1265"></search-item-select> </div> <div class="d-flex my-auto px-0 small align-items-center"> <span role="img" aria-hidden="true" class="intent_content_not_available intent_access_indicator fas fa-ban icon-x-small text-danger pr-2" title="Access Restricted." aria-label="Access Restricted." role="img"></span> <span class="d-flex align-items-center"> <a href="/insight/content/doi/10.1108/IJCHM-08-2023-1265/full/html" class="intent_link mr-1" title="View access options for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective." aria-label="View access options for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective."> View access options </a> </span> </div> </div> <div class="d-lg-flex flex-row pb-3"> <div class="flex-grow-1 px-0 pr-md-2 border-right-2 border-pale pb-4 pb-md-0"> <div class="d-md-flex justify-content-between flex-row pt-1 pb-2"> <div class="intent_content_type text-muted small"> Article </div> <div class="pr-2 small"> <span class="font-weight-light">Publication date: <span class="intent_publication_date font-weight-normal">28 February 2024</span></span> </div> </div> <div class="d-lg-flex flex-row no-gutters"> <div> <h2 class="h3 mt-0 mb-2"> <a href="/insight/content/doi/10.1108/IJCHM-08-2023-1265/full/html" class="intent_link font-serif" title="Go to page for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective."> <span class="intent_title">Adopting the metaverse in the luxury hotel business: a cost–benefit perspective</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Mustafeed Zaman " title="Search for more content by contributor Mustafeed Zaman." aria-label="Search for more content by contributor Mustafeed Zaman." class="font-weight-light link-dark"><mark>Mustafeed</mark> Zaman</a>, <a rel="nofollow" href="/insight/search?q=Prof Rajibul Hasan " title="Search for more content by contributor Prof Rajibul Hasan." aria-label="Search for more content by contributor Prof Rajibul Hasan." class="font-weight-light link-dark">Prof Rajibul Hasan</a>, <a rel="nofollow" href="/insight/search?q=Tan Vo-Thanh " title="Search for more content by contributor Tan Vo-Thanh." aria-label="Search for more content by contributor Tan Vo-Thanh." class="font-weight-light link-dark">Tan Vo-Thanh</a>, <a rel="nofollow" href="/insight/search?q=Riad Shams " title="Search for more content by contributor Riad Shams." aria-label="Search for more content by contributor Riad Shams." class="font-weight-light link-dark">Riad Shams</a>, <a rel="nofollow" href="/insight/search?q=Mizan Rahman " title="Search for more content by contributor Mizan Rahman." aria-label="Search for more content by contributor Mizan Rahman." class="font-weight-light link-dark">Mizan Rahman</a> and <a rel="nofollow" href="/insight/search?q=K. Mohamed Jasim " title="Search for more content by contributor K. Mohamed Jasim." aria-label="Search for more content by contributor K. Mohamed Jasim." class="font-weight-light link-dark">K. Mohamed Jasim</a> </p> <p class="mt-2 medium"> This study aims to examine the perceived values of the metaverse when adopting it in the luxury hospitality business. Based on the cost–benefit perspective, this research provides… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective." :aria-expanded="showMore ? 'true' : 'false'" v-cloak > {{ moreBtnText }} <span role="img" aria-hidden="true" class="ml-2 text-primary fas" :class="caretIconClass"></span> </button> </div> </div> </div> <div class="pl-2 d-lg-flex flex-column justify-content-between mnw-lg-25 my-3 my-lg-0" v-cloak> <div class="pt-2"> <div class="intent_access_icons justify-content-end"> </div> <div> <a class="d-flex align-items-center mb-2 intent_link" href="/insight/content/doi/10.1108/IJCHM-08-2023-1265/full/html" title="Go to HTML page for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective." aria-label="Go to HTML page for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective." > <span role="img" aria-hidden="true" class="far fa-file-code icon-small mr-2"></span> <span class="small">HTML</span> </a> </div> <div> <a class="d-flex align-items-center mb-2 intent_pdf_link" href="/insight/content/doi/10.1108/IJCHM-08-2023-1265/full/pdf?title=adopting-the-metaverse-in-the-luxury-hotel-business-a-cost-benefit-perspective" title="Download PDF (1.2 MB) for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective." aria-label="Download PDF (1.2 MB) for Adopting the metaverse in the luxury hotel business: a cost–benefit perspective" > <span role="img" aria-hidden="true" class="far fa-file-pdf icon-small mr-2"></span> <span class="small">PDF (1.2 MB)</span> </a> </div>  <div class="mb-2"> <rights-link-button root="https://marketplace.copyright.com/rs-ui-web/mp/search/all/" doi="10.1108/IJCHM-08-2023-1265"> </rights-link-button> </div> </div> <div class="d-flex"> <div> <div class="d-flex flex-column align-items-center pr-3"> <label class="mini-caps" id="downloadCountLabel-6">Downloads</label> <div class="text-primary pt-2 d-flex align-items-center intent_download_counts_badge" aria-labelledby="downloadCountLabel-6" title="This item has been downloaded 809 times since 2024." data-toggle="tooltip" data-placement="right" tabindex="0"> <span class="fal fa-file-download fa-2x px-1"></span> <span class="intent_download_count small flex-grow-1 text-center"> 809 </span> </div> </div> </div> <div class="altmetric-mount"> <altmetric-badge root="/insight/" content-doi="10.1108/IJCHM-08-2023-1265" publication-doi="10.1108/IJCHM"> </altmetric-badge> </div> </div> </div> </div>  </div> <div class="row px-3 pb-4 abstract" :class="abstractClassObject" v-cloak> <div class="intent_abstract pb-1 col-md-7 pt-2 pl-2 pr-4"> <h3 class="intent_sub_title">Abstract</h3> <h4 class="intent_sub_title mt-4">Purpose</h4> <section class="intent_sub_content"> <p>This study aims to examine the perceived values of the metaverse when adopting it in the luxury hospitality business. Based on the cost–benefit perspective, this research provides solid theoretical contributions and actionable managerial recommendations.</p> </section> <h4 class="intent_sub_title mt-4">Design/methodology/approach</h4> <section class="intent_sub_content"> <p>An exploratory sequential mixed-method design was used. For the qualitative phase, 21 hotel managers and 24 hotel guests (who often stay in four-star and five-star hotels and resorts) were interviewed after showing them a series of videos about using the metaverse in the hotel business. Based on the results of the qualitative phase, the analytic hierarchy process method was used, and 476 valid questionnaires were analyzed.</p> </section> <h4 class="intent_sub_title mt-4">Findings</h4> <section class="intent_sub_content"> <p>The results highlight the perceived benefits (personalized services, immersive experience and positive brand image) and costs (lack of human touch, time and effort and security and privacy) of metaverse adoption for hotel managers and their guests. In addition, the study determines the weight of each value attribute of metaverse adoption for each travel stage (pre-travel, during travel and post-travel).</p> </section> <h4 class="intent_sub_title mt-4">Practical implications</h4> <section class="intent_sub_content"> <p>Regarding metaverse adoption, the research offers practical suggestions for luxury hotels. For instance, the cost of equipment and the time and effort required are perceived costs of metaverse adoption. To address these challenges, hotels may offer free equipment (e.g. VR headsets) and training to their guests to stimulate the use of the metaverse.</p> </section> <h4 class="intent_sub_title mt-4">Originality/value</h4> <section class="intent_sub_content"> <p>This study addresses a gap in the literature by presenting a conceptual framework for examining metaverse adoption in the luxury hotel scenario. Unlike using conventional models like the technology acceptance model or the unified theory of acceptance and use of technology to investigate a technology’s adoption, this study stands out by unraveling the topic through the lens of value proposition. The latter often comes from an efficient value co-creation process, which is indeed shaped by an adequate appreciation of the congruence of perceived values (i.e. perceived benefits and costs) of metaverse from hotel manager and guest perspectives.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">International Journal of Contemporary Hospitality Management, <span class="d-inline-block">vol. ahead-of-print no. ahead-of-print</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/IJCHM-08-2023-1265" title="DOI: https://doi.org/10.1108/IJCHM-08-2023-1265." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/IJCHM-08-2023-1265</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">0959-6119</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Metaverse+adoption"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Metaverse adoption"><span class="intent_text">Metaverse adoption</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Luxury+hotel+experience"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Luxury hotel experience"><span class="intent_text">Luxury hotel experience</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Immersive+hotel+experience"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Immersive hotel experience"><span class="intent_text">Immersive hotel experience</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Cost%E2%80%93benefit+perspective"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Cost–benefit perspective"><span class="intent_text">Cost–benefit perspective</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Virtual+interaction"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Virtual interaction"><span class="intent_text">Virtual interaction</span></a></li> </ul> </section> </p> </div> </div> </div> </search-item> <search-item 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root="/insight/" inline-template> <div class="intent_search_result container card-shadow is-animated Search-item__wrapper"> <div class="intent_item Search-item__list__item px-2 px-md-0"> <div class="d-flex flex-row justify-items-center border-bottom-2 border-pale py-2 px-2 mb-2"> <div class="d-flex my-auto align-items-center"> <search-item-select class="align-items-center" doi="10.1108/ITP-06-2022-0439"></search-item-select> </div> <div class="d-flex my-auto px-0 small align-items-center"> <span role="img" aria-hidden="true" class="intent_content_not_available intent_access_indicator fas fa-ban icon-x-small text-danger pr-2" title="Access Restricted." aria-label="Access Restricted." role="img"></span> <span class="d-flex align-items-center"> <a href="/insight/content/doi/10.1108/ITP-06-2022-0439/full/html" class="intent_link mr-1" title="View access options for Exploring the antecedents of “deep” eWOM providing behaviour in mobile shopping: a multi-country study." aria-label="View access options for Exploring the antecedents of “deep” eWOM providing behaviour in mobile shopping: a multi-country study."> View access options </a> </span> </div> </div> <div class="d-lg-flex flex-row pb-3"> <div class="flex-grow-1 px-0 pr-md-2 border-right-2 border-pale pb-4 pb-md-0"> <div class="d-md-flex justify-content-between flex-row pt-1 pb-2"> <div class="intent_content_type text-muted small"> Article </div> <div class="pr-2 small"> <span class="font-weight-light">Publication date: <span class="intent_publication_date font-weight-normal">18 October 2023</span></span> </div> </div> <div class="d-lg-flex flex-row no-gutters"> <div> <h2 class="h3 mt-0 mb-2"> <a href="/insight/content/doi/10.1108/ITP-06-2022-0439/full/html" class="intent_link font-serif" title="Go to page for Exploring the antecedents of “deep” eWOM providing behaviour in mobile shopping: a multi-country study."> <span class="intent_title">Exploring the antecedents of “deep” eWOM providing behaviour in mobile shopping: a multi-country study</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Sunil Sahadev " title="Search for more content by contributor Sunil Sahadev." aria-label="Search for more content by contributor Sunil Sahadev." class="font-weight-light link-dark">Sunil Sahadev</a>, <a rel="nofollow" href="/insight/search?q=Sean Chung " title="Search for more content by contributor Sean Chung." aria-label="Search for more content by contributor Sean Chung." class="font-weight-light link-dark">Sean Chung</a>, <a rel="nofollow" href="/insight/search?q=Mustafeed Zaman " title="Search for more content by contributor Mustafeed Zaman." aria-label="Search for more content by contributor Mustafeed Zaman." class="font-weight-light link-dark"><mark>Mustafeed</mark> Zaman</a>, <a rel="nofollow" href="/insight/search?q=Indria Handoko " title="Search for more content by contributor Indria Handoko." aria-label="Search for more content by contributor Indria Handoko." class="font-weight-light link-dark">Indria Handoko</a>, <a rel="nofollow" href="/insight/search?q=Tan Vo-Thanh " title="Search for more content by contributor Tan Vo-Thanh." aria-label="Search for more content by contributor Tan Vo-Thanh." class="font-weight-light link-dark">Tan Vo-Thanh</a>, <a rel="nofollow" href="/insight/search?q=Nguyen Phong Nguyen " title="Search for more content by contributor Nguyen Phong Nguyen." aria-label="Search for more content by contributor Nguyen Phong Nguyen." class="font-weight-light link-dark">Nguyen Phong Nguyen</a> and <a rel="nofollow" href="/insight/search?q=Rajeev Kumra " title="Search for more content by contributor Rajeev Kumra." aria-label="Search for more content by contributor Rajeev Kumra." class="font-weight-light link-dark">Rajeev Kumra</a> </p> <p class="mt-2 medium"> The study aims to look at deep eWOM providing behaviour in m-commerce and attempts to explore its antecedents. Personalisation is proposed as an indirect antecedent of deep eWOM… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for Exploring the antecedents of “deep” eWOM providing behaviour in mobile shopping: a multi-country study." :aria-expanded="showMore ? 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Personalisation is proposed as an indirect antecedent of deep eWOM providing behaviour mediated by hedonic and utilitarian value perceptions and personal identification.</p> </section> <h4 class="intent_sub_title mt-4">Design/methodology/approach</h4> <section class="intent_sub_content"> <p>Based on social-exchange theory, the conceptual model links the study antecedents to deep eWOM providing behaviour. The conceptual model was validated through a multi-country study. A large sample of m-commerce users in the UK (<em>n</em> = 505), India (<em>n</em> = 422) and Vietnam (<em>n</em> = 618) were contacted to collect the data. Data were analysed through structural equations modelling procedure with invariance analysis conducted to ensure that the results from the three samples could be compared. The authors also conducted <em>post-hoc</em> analysis to explore the mediation paths between variables.</p> </section> <h4 class="intent_sub_title mt-4">Findings</h4> <section class="intent_sub_content"> <p>The study finds support to the conceptual model across the samples from the three countries. Personalisation is found to increase value perceptions – both utilitarian and hedonic – and personal identification which leads to “deep” eWOM providing behaviour across all the three countries. The serial mediation also provides comparable results across the three countries.</p> </section> <h4 class="intent_sub_title mt-4">Originality/value</h4> <section class="intent_sub_content"> <p>The study contributes to the understanding of deep eWOM providing behaviour – a construct with high practical relevance which has however not been explored sufficiently in current literature. The study also contributes to the literature that analyses the consequences of personalisation in m-commerce.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">Information Technology & People, <span class="d-inline-block">vol. 38 no. 1</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/ITP-06-2022-0439" title="DOI: https://doi.org/10.1108/ITP-06-2022-0439." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/ITP-06-2022-0439</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">0959-3845</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Cross-national+study"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Cross-national study"><span class="intent_text">Cross-national study</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=E-commerce+%28B2B%2FB2C%2FB2G%2FG2C%29"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword E-commerce (B2B/B2C/B2G/G2C)"><span class="intent_text">E-commerce (B2B/B2C/B2G/G2C)</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" 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class="intent_title">Reflections on the theme issue outcomes: What smart and sustainable strategies could be used to reduce the impact of overtourism?</span> </a> </h2> </div> </div> <p class="my-3 medium font-weight-light"> <a rel="nofollow" href="/insight/search?q=Vanessa Gowreesunkar " title="Search for more content by contributor Vanessa Gowreesunkar." aria-label="Search for more content by contributor Vanessa Gowreesunkar." class="font-weight-light link-dark">Vanessa Gowreesunkar</a>, <a rel="nofollow" href="/insight/search?q=Hugues Seraphin " title="Search for more content by contributor Hugues Seraphin." aria-label="Search for more content by contributor Hugues Seraphin." class="font-weight-light link-dark">Hugues Seraphin</a> and <a rel="nofollow" href="/insight/search?q=Richard Teare " title="Search for more content by contributor Richard Teare." aria-label="Search for more content by contributor Richard Teare." class="font-weight-light link-dark">Richard Teare</a> </p> <p class="mt-2 medium"> The purpose of this paper is to summarise the main outcomes of the collection of studies in this theme issue and to offer some key reflections based on the experiences of the… </p> <div class="text-left px-0 d-lg-flex d-flex-row align-items-center mt-2" v-cloak> <div class="flex-shrink-1"> <button class="intent_toggle_button btn text-primary bg-white px-3 py-2 mt-2 border rounded-pill medium" @click="toggleMore" title="View summary and detail for Reflections on the theme issue outcomes: What smart and sustainable strategies could be used to reduce the impact of overtourism?." :aria-expanded="showMore ? 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Taken together, the papers provide a range of options for destination marketing organisations in response to the issues highlighted.</p> </section> </div> <div class="col-md-5 abstract pb-3 pl-1 small pl-md-4" v-cloak> <h3>Details</h3> <p class="mt-0"> <div class="mb-1"> <span class="intent_publication_title font-weight-normal">Worldwide Hospitality and Tourism Themes, <span class="d-inline-block">vol. 11 no. 5</span></span> </div> <div class="mb-1"> <span class="intent_label_type font-weight-light">Type</span>: <span class="intent_type font-weight-bold">Research Article</span> </div> <div class="mb-1"> <abbr class="font-weight-light" title="Digital object identifier.">DOI</abbr>: <a href="https://doi.org/10.1108/WHATT-07-2019-0046" title="DOI: https://doi.org/10.1108/WHATT-07-2019-0046." class="intent_doi_link font-weight-bold"><span class="intent_doi" aria-hidden="true">https://doi.org/10.1108/WHATT-07-2019-0046</span></a> </div> <div class="mb-1"> <abbr class="intent_label_issn font-weight-light" title="International Standard Serial Number.">ISSN</abbr>: <span class="item_issn font-weight-bold">1755-4217</span> </div> <section id="keywords_list" class="intent_keywords mt-4"> <h3 class="intent_title h4 mb-0" id="entry__keywords-label">Keywords</h3> <ul class="intent_keyword list-inline mt-0" aria-labelledby="entry__keywords-label"> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Sustainability"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Sustainability"><span class="intent_text">Sustainability</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Tourism"class="intent_link btn btn-outline-secondary btn-sm my-1"title="Search for keyword Tourism"><span class="intent_text">Tourism</span></a></li> <li class="list-inline-item mr-0 small"> <a rel="nofollow" href="/insight/search?q=Destinations"class="intent_link btn btn-outline-secondary btn-sm 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