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This study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.

The study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.

Eight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.

Hotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.

This study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.

As companies start using virtual reality (VR) for managing their workforce, it's important to think about the rules and morals involved. This book chapter looks closely at the legal and ethical aspects of using VR in human resource management (HRM). It examines the rapidly developing field of VR technology in HRM, emphasising the complex moral and legal issues it raises. VR is rapidly transforming human resources (HR) practices by providing innovative recruitment tools, remote collaboration platforms and immersive training experiences. However, at the same time, VR presents important concerns about discrimination, privacy and consent. Using case studies, ethical guidelines and regulatory frameworks as resources, this chapter breaks down important factors that businesses using VR in HR scenarios need to take into account. It also governs about the ethical questions, such as fairness, diversity and making sure that the employees feel respected. It explores how VR might create biases or unfairness in hiring or evaluating employees. It deliberates legal issues like keeping personal data safe, respecting intellectual property and following employment laws. Furthermore, it explains how VR can be used to monitor employees or train them and the ethical questions that come with it.

In short, this book chapter stresses the importance of considering both legal rules and ethical principles when using VR for HRM. By doing so, companies can benefit from VR while making sure they treat their employees fairly and respectfully.

This study explores features that impact consumers' purchase intention through artificial intelligence (AI), because it is believed that through artificial intelligence, consumers' intention to purchase grows significantly, especially in the retail sector, whereby retailers provide lucrative offers to motivate consumers. The study develops a theoretical framework based on media-richness theory to investigate the role of perceived anthropomorphism toward an intention to purchase products using AI.

The study is based on cross-sectional data through an online survey. The data have been analyzed using PLS-SEM and SPSS PROCESS macro.

The results show that consumers tend to demand anthropomorphized products to gain a better shopping experience and, therefore, demand features that attract and motivate them to purchase through artificial intelligence via mediating variables, such as perceived animacy and perceived intelligence. Moreover, trust in artificial intelligence moderates the relationship between perceived anthropomorphism and perceived animacy.

The study investigates and concludes with managerial and academic insights into consumer purchase intention through artificial intelligence in the retail and marketing sector.

This article explores the main elements of co-participation in health, examining how community engagement can improve health outcomes and health services’ overall efficiency. It aims to discuss and identify key features that facilitate co-participation strategies in service delivery and health program implementation.

The authors conducted a general literature review to comprehensively explore the role of co-participation in health, drawing on scientific literature and real-world examples to identify key factors that contribute to successful health interventions. A total of 50 published resources were included, and a descriptive analysis was performed, focusing on summarizing existing literature and highlighting key themes and practical strategies. Documents were selected from publications dated between 2004 and 2024.

Community participation is presented as a critical factor in improving population health outcomes. The examined initiatives promote the idea that community integration into the design and implementation of health programs increases treatment adherence, users' health perception and improved health outcomes. Several strategies and approaches are presented as key tools to adequately integrate community engagement such as community empowerment, government decentralization and incorporation of technology, among others.

Coparticipation in health improves health outcomes and promotes greater equity and social justice. Involving citizens in health decision-making contributes to improving the quality of life and well-being of the community. Empowering patients’ decision-making not only builds one’s self-agency in health decision-making but also simultaneously facilitates closing the gaps in healthcare service delivery due to large shortages in the health workforce around the world. This has further implications for overall health systems’ financing, efficiency and sustainability.

This research has social implications as it underscores how community participation is essential for fostering equity, justice and inclusivity within health systems.

This article offers an innovative perspective on the role of partnership in achieving good health outcomes, highlighting the importance of adapting interventions to local contexts, the need for sustainable financing and the inclusion of a wide range of actions toward participation.

This paper aims to offer the first known synthesis of peer-reviewed literature on trade-based money laundering (TBML). Given the topic is in its nascent stage yet gaining prominence across scholarship and practice, this foundation is pertinent for future TBML research.

A systematic literature review was undertaken with a formulaic search string. Both qualitative (thematic) and quantitative (meta) analysis methods were used to illustrate the findings.

The systematic literature review, using qualitative and quantitative synthesis, led to a thematic categorization of extant TBML literature into four categories: TBML risk assessment, TBML detection, the role of professionals and understanding of TBML. Due to the limited number of studies, insights that can be drawn from the extant literature on the best way to combat TBML are also limited.

As the first systematic literature review on TBML, this study identified that the existing TBML literature has focused on increasing the understanding of the phenomenon in terms of its definition and mechanisms, detection, linkage with other crimes, such as organized crime and terrorism financing, and risk assessment frameworks. The originality of these findings lies in identifying areas future researchers might explore to broaden the academic literature.

Citizen engagement plays a crucial role in transitioning to sustainable service ecosystems. While customer engagement has been extensively studied in service research, citizen engagement has received significantly less attention. By synthesizing customer and citizen engagement literatures, this study develops an integrated framework to conceptually clarify the dual role of customer-citizen engagement for sustainability.

This study builds on a systematic literature review of customer engagement literature in service research and citizen engagement literature. Following a theory synthesis approach, we qualitatively analyzed 126 articles to develop an integrated conceptual framework of customer-citizen engagement for sustainability through a process of abductive reasoning.

The analysis showed that customer engagement and citizen engagement literatures have developed mostly separately but provide complementary views. While the customer engagement literature has traditionally focused on business-related facets, such as engagement with brands, the citizen perspective broadens the engagement scope to other citizens, communities and society in general. The integrated framework highlights the interplay between citizen and customer roles and the impact of their relationships with multiple objects on sustainability.

This integrated framework contributes to advancing our understanding of customer-citizen engagement, broadening the scope of subject-object engagement by examining the interplay between these roles in how they engage for sustainability and moving beyond the traditional dyadic perspective to a multi-level perspective of service ecosystems. This framework also enables the development of a set of research directions to advance the understanding of engagement in sustainable service ecosystems.

This study aims to examine the younger generations’ experiential consumption of foreign contemporary music online (i.e. digital music streaming services) by generation and gender in the US market.

The author proposes a sequential experiential consumption model by applying Jacoby’s refined stimulus-organism-response (S-O-R) theory to better understand the experiential sequences in foreign music consumption among young generations in the US market. The proposed model, using structural equation modeling (SEM), examines a cognitive permeable role and a hierarchical affective mediating role. Also, moderating roles of generation and gender are simultaneously tested in overall and specific causal relationships.

The refined S-O-R framework is superior to a linear one in better understanding young consumers’ online experiential foreign music consumption behavior. Moreover, hierarchical sequenced affective organismic behavior is crucial to enhance young consumers’ online music consumption experiences to regulate subsequent behavioral responses. Furthermore, gender differences but no generational differences exist in the experiential consumption process among young consumers. Nevertheless, the strength of S-O-R factors affecting experiential consumption seems idiosyncratic simultaneously in gender and generation.

The study suggests foreign music streaming services boost profitability by focusing on young consumers' psychological ownership and tailored experiences, encouraging a shift from freemium to premium subscriptions. Also, the findings recommend adopting phygital experiences using technologies like AR, VR and MR to enhance engagement and create unique, emotionally resonant experiences for young consumers, thus fostering a more profitable business model.

The authors address under-researched topics relevant to young generations by applying Jacoby’s refined S-O-R framework to foreign music consumption through online streaming. This approach delves into a lesser-explored consumer behavior framework, highlighting young generations’ musical trends. The model reveals cognitive and affective roles, offering advantages over traditional linear S-O-R models. It also uniquely incorporates the moderating effects of generation and gender in music consumption studies, addressing a gap in music-related studies.

Consumers nowadays are no longer bystanders in the process of production but are proactive collaborators with the power to co-create value with brands. This study aims to explore the impact of social commerce on the co-creation process of brand value in a social commerce setting.

A questionnaire survey was conducted online to gather 300 eligible responses. The data were empirically validated using the partial least squares structural equation modelling (PLS-SEM) method.

The results indicated that brand engagement (BEN) is vital to brand co-creation (BCC) in social commerce, which could be driven by social-hedonic value (SHV) and social information sharing (SIS).

This study stresses the influence of consumer autonomy in the process of BCC by probing the role of SIS. Moreover, by considering the prevailing trend in social media, this study offers a nuanced perspective on the values of social commerce from the viewpoint of SHV.

This study may serve as a useful guide for practitioners to improve their digital outreach strategy on social commerce to forge stronger relationships, encourage further engagements and promote value co-creation within their brand community.

This examines the effect of relationship quality (RQU) and BEN on BCC through a relational viewpoint.

The happy-productive worker hypothesis posits that employee well-being is an important factor in work performance. Educational institutions around the world are facing both internal and external pressures to integrate sustainability into their practices, with the goal of protecting the planet and ultimately boosting profits. This paper explores the potential wider benefits of sustainability, including its relationship with employee well-being and performance, by investigating the influence of organisational sustainability on the happy-productive worker hypothesis.

Educational institution employees from the UAE and USA (n = 199; 66.3% teachers) completed an online questionnaire measuring their well-being, perceptions of their organisations’ environmental sustainability and three self-reported job performance measures (task performance, contextual performance and counter-productive workplace behaviours). Regression and mediation analyses were conducted to test hypothesised relationships.

Both well-being and sustainability were positively associated with work performance. Furthermore, sustainability accounted for additional variance in performance beyond that accounted for by well-being. Sustainability partially mediated the relationship between well-being and performance, providing evidence of the importance of sustainability in the workplace.

This study contributes to an emerging field by investigating the relationship between an organisation’s sustainability and benefits of this for employees in terms of well-being as well as work performance. The findings provide further support for the happy-productive worker hypothesis and also the first evidence that educational institutions’ sustainability can mediate this relationship.

The artificial intelligence-enabled service robot has the potential to serve in consumer market. However, there is limited knowledge of how users across the globe respond to this innovation. Therefore, the purpose of this study is to develop an integrated research model led by three known theories, namely, diffusion of innovation, theory of planned behavior and DeLone and McLean model, and investigates consumer intention to adopt robot-enabled services.

The quantitative research design is selected in this research. Data were collected through structured questionnaires. Overall, 221 airline passengers participated in the service robot survey. These responses were further analyzed with a structural equation modeling approach.

Statistical findings have revealed that jointly perceived behavioral control, compatibility, innovativeness, information quality, system quality and service quality explained R² 50.3% variance in user attitude to adopt service robots. In addition to that robot appearance and user attitude have explained a large variance R² 48.9 % in user intention to adopt service robots. Nevertheless, results have revealed an insignificant moderating impact of robot appearance on user attitude and intention to adopt service robots.

Practically, this research has suggested that information quality, adequate system quality and service quality boost user confidence and encourage users to adopt services led by robots. Similarly, this research has suggested that compatibility brings ease to the use of robot technology and innovativeness attracts technology users. Therefore, policymakers should focus on compatible and innovative characteristics of robot services. Moreover factors such as subjective norms and perceived behavioral control have shown a positive impact in measuring user intention to adopt service robots and hence need managerial attention.

The current research is original, as it gives deep insight into understanding user behavior toward the adoption of service robots. Moreover, the integration of three known theories, namely, DeLone and McLean model, the diffusion of innovation model and the theory of planned behavior in service robot setting has made current research more unique. Similarly, this study is consistent with United Nations sustainable development goals and ignites SDG progress by promoting artificial-driven robotic technology in the services sector.