... their intention to revisit. Grounded in cognitive appraisal theory ( CAT ), this study aims to explore how perceived process fluency and team cohesion impact revisit intention through the mediating roles of robotic service authenticity, customer delight and existential authenticity. Design/methodology/approach...

...’ emotional responses lead to employee well-being and advocacy behaviors. Practical implications Extending the application of cognitive appraisal theory to CDR, results provide suggestions to hotel managers in creating an ethically practiced organizational culture responding to the digital economy...