...Frank Mathmann; Di Wang; Jesse Elias Christian Purpose This study employs S-D Logic to examine the hotel booking behaviors of individuals, with a focus on the impact of service customization on service cancellation. Additionally, the moderating role of social co-creation is explored to provide...

... Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only AI credibility Consumer-AI experience Source credibility theory Justice theory Personalization Customization A McKinsey survey shows that marketing, especially service operations, has the most AI use cases...

... sector. Qualitative data from the interviews are coded and sorted according to themes. Findings Service development in the firms studied is an unstructured, incremental, and relatively informal process that proceeds as part of the firms' day‐to‐day interactions with their customers. It is essentially...

... from brand stereotypes thus vindicating the theory of self‐congruency. Indeed, there is evidence that the extent brands influence customers to tailor their purchases, depend on the stores from which consumers make their purchases. Research limitations/implications The research did not ask questions...

...Allard C.R. van Riel; Liana Victorino; Rohit Verma; Gerhard Plaschka; Chekitan Dev Purpose The purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of the creation of new...