... countries, extending the UTAUT2 framework. It provides insights for airport managers and developers to design and implement VAts that meet user expectations, improve service efficiency and enhance customer experience, ultimately promoting sustained adoption of technology in public service settings...

...Rashed Al Karim; Mahmuda Mehzabeen Purpose This study aims to determine the relationship between hotel atmosphere and customer citizenship behavior of upscale hotels (3, 4 and 5-star) in Cox’s Bazar, Bangladesh, with the mediating role of customer experience and perceived value. This study further...

...Milos Bujisic; Yizhi “Ian” Li; Anil Bilgihan Purpose This study investigates the dual roles of emotion and cognition in shaping customer experiences within the hospitality sector, examining their distinct impacts on the formation of customer loyalty. Design/methodology/approach Employing...

... considers the servicescapes and social servicescapes of restaurants as well as their relationship with customers' perceived usefulness, with the moderating role of customer experience. It also explores how perceived usefulness influences choice process satisfaction and subsequent behavioral responses...

... of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM...

... re-use rights only Qualitative research Customer experience Theme parks Customer delight Customer outrage Root cause analysis The concept of tourism experience has been extensively addressed in the literature, more specifically with regards to the concept of authenticity (Cohen...