... Overall, the use of self-service technology for online booking and buying of hospitality services accelerated during the pandemic and solidified in the post-pandemic era. There has not been commensurate attention to how this impacts customer experience, the new gaps between where and when service...

...George Kofi Amoako; Joshua Kofi Doe; Emmanuel Kotey Neequaye Purpose This study investigates how customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry in Ghana. Design/methodology/approach Data was collected from 167 clients from...