...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...

... explored components of trustworthiness (e.g. honesty, sincerity), this study proposes FAT as critical components of the trustworthiness dimension of AI credibility. AI credibility Consumer-AI experience Source credibility theory Justice theory Personalization Customization During...

... 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...