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Keywords: Service gap
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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
...’ expectations and experiences with hotel smart services? Smart service Service encounter Expectation confirmation theory Psychological process Service gap 智能服务 服务接触 期望确认理论 心理过程 服务差距 National Natural Science Foundation of China Grand Number: 21AGL019 The first three authors...
