...Vicky O'Rourke; Carmen Rodríguez-Santos; Sarah Diffley; Aroa Costa Feito; Nuran Bayram Arlı Purpose Understanding the consumer journey is crucial in hospitality, where satisfaction, delight and loyalty depend on service quality. While customer journey mapping is popular, research often overlooks...

...Nickolas Augusto Zimmermann; Carlos Marcelo Ardigó; Jessica Vieira de Souza Purpose Travel agencies play a fundamental role in the tourism sector, navigating intense competition while offering a diverse range of products. Effectively managing service quality from the customer’s perspective...

..., conducting semi-structured interviews with 29 professional tourist guides actively working in different regions of Türkiye. Findings The findings reveal the dual roles of technology in tourist guiding. While it can facilitate service quality and enhance experiences, technologies such as robot tourist...

... time to avail frill services, privacy intrusion by bloggers and influencers, service quality issues. We recommend enhancing service quality followed by investing more in training and development, increasing the number of foreign languages spoken by staff and disseminating localized culinary experiences...

... the similarities and dissimilarities between western and eastern traveler perspectives enable hoteliers to understand guests’ preferences and their hidden changes in (dis)satisfaction and leverage it to improve hotel service quality, increase occupancy and, thereby, maximize profits. Originality/value...