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Keywords: Psychological process
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Journal Articles
What they want and what they get: the expectations and experiences of customers when encountering smart services in hotels
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Journal of Hospitality and Tourism Technology (2026) 17 (2): 417–442.
Published: 27 October 2025
... customers who have experienced smart services to explore their psychological process in smart services. Findings The proposed framework explores the interplay between customers’ expectation levels, emotional responses and cognitive experiences, with a particular focus on zones of tolerance. This study...
