... emotional intensity (Carter, 2016 ; Jaeger, 2022). Unlike commercial tourism settings, museums operate as cultural institutions whose responses to dissatisfaction serve not only to recover from service failure but also to repair institutional legitimacy and moral authority. Therefore, this study extends...

...Xing’an Xu; Najuan Wen; Juan Liu Purpose Artificial intelligence (AI) agents have been increasingly applied in the tourism and hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery merits empirical investigation. This study aims to explore how AI empathic...

... practices in Chinese five-star hotels as the case study, this study aims to understand the impact of service failure online exposure on hotel revenue performance in terms of seriousness, magnitude and duration, as well as to identify the hotel-characteristics and hotel-responsiveness factors that influence...

...’ negative feedback on the TripAdvisor website. Findings LCC service failures generated 17 different negative emotions; among them, shock, disappointment and surprise were the most frequent emotions felt by passengers. Practical implications Maintaining a high level of customer service and ensuring easy...