International Journal of Contemporary Hospitality Management: Volume 30 Issue 7

Revisiting the financial performance – corporate social performance link

Serin Choi, Seoki Lee

The existing literature has focused heavily on investigating the effect of corporate social performance (CSP) on financial performance (FP) but has not paid sufficient attention…

The influence of perceived service fairness on brand trust, brand experience and brand citizenship behavior

Min-Seong Kim, Dong-Jin Shin, Dong-Woo Koo

Service fairness has been conceptualized as a major part of the foodservice industry due to the intangibility of foodservice, which is difficult to be evaluated by customers…

A qualitative approach to automated motels: a rising issue in South Korea

Hyojin Kim, Byung-Gook Kim

Apart from a few negative social effects of automated motels, this study aims to represent the first attempt to examine why consumers visit automated motels in Korea and how they…

Managing group flow experiences in escape rooms

Tomaž Kolar, Barbara Čater

This paper theoretically and empirically aims to explore customer group flow experiences with an urban adventure game called “escape rooms”.

Investigating accommodation experience in budget hotels

Lianping Ren, Hanqin Qiu, Caiwei Ma, Pearl M.C. Lin

This paper aims to explore the accommodation experience of customers in the budget hotel sector – a less explored but rapidly expanding sector in the hospitality industry. This…

Exploring customer experiences with robotics in hospitality

Vincent Wing Sun Tung, Norman Au

The purpose of this study is to explore consumer reviews with robotics based on the five dimensions for evaluating user experiences (i.e. embodiment, emotion, human-oriented…

Implementing social customer relationship management: A process framework and implications in tourism and hospitality

Marianna Sigala

This paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and…