... motivations, objectives, methodology, and findings related to museum visitor complaints and emotional strategies. Emotion regulation strategies Service failure Service recovery Museum experience Online reviews TripAdvisor complaints 情绪调节策略 服务失败 服务补救 博物馆体验 在线评论 TripAdvisor投诉...

...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...

...Zhisheng Wang; Xiang Lin; Huiying Li Purpose Using a video revealing unhygienic 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...

... 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 access to information reduces LCC passenger’s negative...