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Purpose – This paper aims to provide empirical evidence of relationship between perceived service innovativeness, image-congruence, satisfaction and behavioral outcomes at the customer level. It hypothesizes a moderated mediation model, denoting that perceived service innovativeness relates to...
Purpose – The purpose of this study is to examine consumer perceptions toward the adoption of mobile technology within the vacation ownership/timeshare segment of the hospitality industry. Despite the proliferation of mobile applications in the greater hospitality and tourism industry, few...
Purpose – The purpose of this study is to investigate the impact of relational bonding on intention and loyalty and the mediating role of commitment foci in the service context. Design/methodology/approach – The study used a cross-sectional and quantitative mail survey approach. Bank...
Purpose – The purpose of this paper is to demonstrate how negatively worded innovative ideas can be rejected during a crowdsourcing event sponsored by a service firm via an online forum. The goal of an ideation forum is to collect user-generated content in the form of ideas for new products or...
Purpose – This paper aims to propose an extended model to examine these motivations. As technology-led changes have revolutionized the marketplace, researchers and practitioners have grown keen to understand customers’ motivations for engaging in co-innovation in online communities....
Purpose – This study aims to show the contribution of the determinants of customer relationship management (CRM), namely, customer-centric organizational culture and customer-centric management system, in explaining CRM performance. The moderating role of employee support has also been...
Purpose – This paper aims to find out the impact of business travelers’ behavioral belief on positive and negative e-comments, which consequently lead to intention to purchase a hotel room. To explore the relationships among attitude toward positive and negative e-comments with intention to...
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