Journal of Hospitality and Tourism Technology: Volume 14 Issue 3

Investigating customer acceptance, usage, trust, and perceived safety risk of self-ordering kiosk technology in Malaysian quick-service restaurants during COVID-19 pandemic

Noradzhar Baba, Mohd Hafiz Hanafiah, Aslinda Mohd Shahril, Muhammad Izzat Zulkifly

The purpose of this study is to empirically examine the interrelationship between customer acceptance and usage of self-ordering kiosks, purchase behaviour and post-purchase…

Exploring users’ continuance intention towards a peer-to-peer accommodation sharing platform

Kwame Simpe Ofori, Junwu Chai, Ogechi Adeola, Aidatu Abubakari, George Oppong Appiagyei Ampong, Stephen Mahama Braimah, Richard Boateng

Focused on peer-to-peer accommodation sharing, this paper aims to investigate the effect of perceived value on the two dimensions of satisfaction (transaction- and…

Investigating the impact of large-scale exhibitions on hotel room rates from a spatial-temporal perspective: a case of the Canton Fair in China

Li Zhou, Ying Lu, Hu Yu, Lin Lu, Dianting Wu, Juanjuan Zhao

While the economic benefits of the exhibition industry for the hotel sector have been addressed, the impact of exhibitions on individual hotels is unknown, especially when…

Co-creation of value in smart ecosystems: past trends and future directions in tourism literature

Estrella Díaz, Águeda Esteban, Christina Koutra, Sofia Almeida, Rocío Carranza

This study aims to present a general approach for understanding and analyzing the thematic evolution of the concept of co-creation in smart environments within the tourism context.

Antecedents and consequences of strategic online-reputation management: moderating effect of online tools

Francisco Peco-Torres, Ana I. Polo-Peña, Dolores M. Frías Jamilena

This study aims to examine the antecedents and consequences of strategic online-reputation management among tourism firms. It is proposed that customer relationship management…

Role of recommendation sizes and travel involvement in evaluating travel destination recommendation services: comparison between artificial intelligence and travel experts

Wonseok (Eric) Jang, Soojin Kim, Jung Won Chun, A-Reum Jung, Hany Kim

This study aims to understand how travelers evaluate travel destination recommendations received from either artificial intelligence (AI) or human travel experts (TEs) based on…

Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention

Yimin Zhu, Jiemin Zhang, Jifei Wu

This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery.

Relationships among memorable brand experience, brand preference, and behavioral intentions: focusing on the difference between robot servers and human servers

Jinsoo Hwang, Hyunjoon Kim, Heather Markham Kim

This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot…

Gamification and proenvironmental performance: could tourists return home with more sustainable habits?

Lidia Aguiar-Castillo, Shivani Rajendra-Teli, Rafael Perez-Jimenez

This study aims to demonstrate that gamification applied to an environmental behavior can create a habit. For this, it is necessary to determine the connection between traveler…

Consumer behavior of mobile food ordering app users during COVID-19: dining attitudes, e-satisfaction, perceived risk, and continuance intention

Beybala Timur, Yasin Emre Oğuz, Veysel Yilmaz

Mobile food ordering apps (MFOAs) became more popular, thanks to social distancing regulations during the COVID-19 outbreak. People started to order food using these apps more…

What drives event attendees’ intention to continue using mobile event apps? The role of app attributes, social exchange and social-image

Wei Wei, Ahmet Bulent Ozturk, Jeremy Fairley, Nan Hua

This paper aims to examine factors affecting users’ intention to continue using mobile event applications (MEA). The impacts of perceived usefulness, social exchange and perceived…

Company size, online reviews and customer responses: implications for SMEs in the hospitality field

Daniel Ruiz-Equihua, Luis V. Casaló, Jaime Romero

Previous research into online reviews in the hospitality industry has focused mainly on big companies; thus, it is not yet known whether its findings apply also to small and…