...Evangelia Palla; Leonidas Hatzithomas; George Lekakos; Nikolaos Korfiatis Purpose As online review platforms such as TripAdvisor increasingly share visitor experiences and shape institutional reputations, the influence of emotion in complaint reviews on guiding service recovery strategies remains...

...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...

...Ahmed Mohamed Elbaz; Mohammad Soliman; Alamir Al-Alawi; Bassam Samir Al-Romeedy; Moustafa Mekawy Purpose The purpose of this study is to investigate the perceived severity of service failure (PSSF) and service recovery strategies (SRSs) as antecedents of customer forgiveness (CF), customer...