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This study aims to investigate the impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty.

Data were collected from 348 respondents living in the United Arab Emirates, and hypotheses were tested using AMOS 28 and structural equation modeling.

This study’s unique contribution lies in its revelation that emotional perceived value directly impacts guests’ satisfaction, affective commitment and loyalty. Furthermore, it uncovers that emotional-perceived value indirectly influences loyalty through satisfaction and affective commitment.

This research underscores the importance of hotel managers prioritizing guests’ emotional perceived value in their offerings. Managers can significantly enhance guests’ satisfaction, affective commitment and loyalty by highlighting self-gratification, aesthetics, prestige, transaction and hedonics.

This study brings a fresh perspective to understanding customer perceived value (CPV). It argues that the mere emphasis on the functional aspect of CPV would likely fall short of fully comprehending specific outcomes of their experience (e.g. satisfaction-dissatisfaction, loyalty, etc.). Assessing the emotional aspect of CPV, known as emotional customer perceived value (ECPV), adds further explanations and sheds light on the understanding of the CPV concept and its impacts on consumers’ experience. Furthermore, this study emphasizes that emotional perceived value is better comprehended as a multidimensional rather than a unidimensional construct. It adds that the concept of customer value as a multidimensional concept is context-specific (i.e. dimensions vary from one service sector to another), providing a unique and valuable perspective for the luxury hotel industry.

This study investigates the roles of consumption motives and ethical perspectives in explaining individuals’ perceptions of corporate social responsibility (CSR) within the context of the recreational marijuana industry, often characterized as morally contentious.

The research was conducted in Canada, a country where recreational marijuana is legally permitted. Through an online survey, 411 participants were recruited, and the data were analyzed using Statistical Package for the Social Sciences (SPSS) and SmartPLS4, employing ANOVA and structural equation modeling (SEM) techniques.

ANOVA analyses reveal significant differences across four ethical perspectives: absolutism, subjectivism, situationism and exceptionism. Conformity motives are most prominent in the exceptionism group, while expansion motives are more common in the subjectivism group. CSR perceptions vary among these groups, with situationism showing the most favorable views. In the absolutism group, expansion and social motives positively influence CSR perception, whereas conformity motives negatively impact it. Conversely, in the exceptionism and situationism groups, only expansion motives positively affect CSR perception. Unexpectedly, within the subjectivism group, only conformity motives have a significant negative effect on CSR perception.

This study examines a controversial industry and contributes to research on recreational marijuana by comparing consumer motives from ethical perspectives. Unlike previous research focused on consumption behaviors (e.g. use frequency), this study investigates how CSR perceptions are shaped by consumption motives and vary with ethical viewpoints.

Considering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it takes into account customers’ emotions and abilities to cope with stressful situations and achieve successful problem-solving complaining. In particular, future time perspective, wisdom and emotional intelligence were examined to delineate their impacts on the elderly’s responses to service failures.

Data were collected in a French city through mall-intercept interviewing. In total, 240 respondents participated, based on their retrospective service failure experience. PLS-SEM was used to analyze the data.

Both wisdom and emotional intelligence were found to directly and positively impact problem-solving complaining. Future time perspective, however, only had an indirect effect on problem-solving complaining through wisdom and emotional intelligence.

To the best of the authors’ knowledge, this is the first study to shed some light on how elderly customers constructively react to service failures. To this end, it uses future time perspective, wisdom and emotional intelligence, as well as their interrelationships, to explain elderly customers’ problem-solving complaining.

The study aims to explain co-creation by exploring the relationships between people, processes, connection points, and artifacts within a museum context.

Data were gathered through in situ participant observations and semi-structured interviews. This research involved an international cohort of tourists, exploring their experiences at a Parisian destination service provider – a perfume museum.

The findings show an increasing willingness of museum visitors to be involved in all stages of the co-creation experience. They also highlight the key role played by service providers in facilitating the visitors’ involvement in the co-creation of their personal fragrance, allowing both parties to enhance their knowledge through interactions, which are likely to generate shared values. Nurturing this exchange promotes novelty and uniqueness of museum visiting experiences.

This study offers several contributions to the existing body of knowledge on co-creating memorable museum visiting experiences. It highlights the importance of incorporating both human (i.e. visitors and museum staff) and non-human elements, such as processes, points of connection and artifacts, for successful co-creation. Also, this study argues that, in addition to organizational learning, visitors’ experienced outcomes can be categorized into three types: cognition-oriented, emotion-oriented and action-oriented outcomes.

Achieving success requires museums to adopt a fresh perspective toward visitors, engaging them in the co-creation process rather than merely regarding them as transient observers. Managers play a crucial role in fostering social connections by establishing channels of interaction to facilitate the exchange of knowledge between visitors and museums in both directions.

This study sheds light on how co-creation in a museum context can be achieved. In contrast to the model proposed by Payne et al. (2009), this study examines experienced outcomes through the viewpoints of both visitors and instructors/facilitators. In addition, most previous studies in the museum context focus on experience co-creation, highlighting its intangible and hedonic aspects such as entertainment and esthetics. This study expands this by incorporating a tangible element – creating a customized product (i.e. a perfume). Furthermore, it reveals that the emotions experienced extend beyond customer engagement, brand advocacy and pleasure to include pride, accomplishment and a sense of brand ownership.

To the best of the authors’ knowledge, there is no study that investigates the historical roots of quantitative paradigm hegemony over the qualitative paradigm in marketing using a critical lens. The purpose of this paper is to stimulate thoughtful reflections among marketing scholars so that the dialog among paradigms expands, the stale paradigmatic debates disappear, and the marketing discipline evolves and contributes to the actual functioning of markets and the welfare of society.

This study is conducted in the light of foucauldian genealogy through the analysis of historical materials that Foucault called discourses, a set of languages, systems of thinking and governality techniques that determine how individuals or organizations come to be disciplined. In this paper, the concept of discourse mainly refers to visible rituals and practices by which marketing researchers have been psychologically and behaviorally shaped to reproduce and perpetuate a hypothetical-deductive mainstream within their discipline.

This paper intends to stimulate a dialog among marketing scholars about expanding paradigms so that stale debates disappear, and marketing disciplines proves their scientific status by better contributing to the functioning of markets and the welfare of society. As an evolving social science, marketing requires new theory, new concepts and new research methods.

The intellectual contribution of this paper lies in its intention to alert marketing researchers about the danger we are exposing our discipline to by promoting imperialist traditions and standardization of thinking.

This study is a systematic review of mobile banking services. Its main objective is to provide a state-of-the-art review of this particular growing type of services. It inventories and assesses the most significant determinants of and barriers to consumers' adoption of mobile banking. Moreover, it identifies the most common consequences of this adoption.

By using three major academic databases (ABI/INFORM global, Web of Science and Business Source Premier), this paper selected 76 manuscripts and produced a systematic review that exposes the main theories, conceptual frameworks and models used to explain consumers' adoption of mobile banking.

The results show that the TAM (technology of acceptance model), followed by the UTAUT (unified theory of acceptance and usage of technology), are still the main conceptual frameworks and models adopted and adapted by scholars to explain consumers' use or intention of using mobile banking. Using the vote counting method, a myriad of antecedents and consequences that are frequently used in the literature of mobile banking are reported. These were categorized into five main perspectives: (1) m-banking attributes-based perspective, (2) customer-based perspective, (3) social influence-based perspective, (4) trust-based perspective and (5) barriers-based perspective.

An integrated model regrouping and relating the five perspectives is proposed, leading to intriguing implications for both academics and practitioners.

This study strives to better understand resistance to chatbots in the banking sector. To achieve this, it proposes a model based on the paradigm of resistance to innovation and the complexity theory. In addition, it explores the role of gender in relation to chatbot resistance.

Data are collected in France using a snowball sampling technique. The sample is composed of 385 participants. FsQCA is used to identify all possible combinations of usage, value, risk, tradition and image barriers, as well as two gender conditions that predict resistance to chatbots.

The results reveal that the sample provides four possible solutions/combinations that may explain resistance to chatbots. These are: (i) a combination of usage, value, risk and tradition barriers, (ii) a combination of value, risk, tradition and image barriers, (iii) a combination of usage, value, risk and image barriers, along with the male gender and (iv) a combination of usage, value, tradition and image barriers, along with the female gender.

This study provides valuable and straightforward theoretical and managerial implications. The proposed solutions suggest a deep understanding of chatbot resistance. Chatbot developers and marketers can highly benefit from these findings to enhance user acceptance.

In this study, barriers are envisioned within the larger context of innovation resistance. The interactions among barriers causing resistance to chatbots are examined through the lens of the complexity theory, while the data analysis employs the fsQCA approach. Furthermore, this study sheds light on the role of gender in explaining chatbot resistance in the banking sector.

The purpose of this paper is to examine ethnocentrism and animosity in a special context of two societies that share cultural, historical, ethnic and geographical characteristics. In particular, it first investigates the relationships between Chinese ethnocentrism and animosity toward Taiwan, and then it examines the impact of these two factors on the Chinese perception of Taiwanese brand quality and their purchase intent.

Based on a sample of 605 respondents from China, data were analyzed by structural equation modeling.

The results show that although Chinese animosity toward Taiwan is moderate, it is significantly driven by ethnocentrism, which has a significant and negative effect on willingness to buy, but not on the perception of Taiwanese brand quality. The Chinese animosity toward Taiwan, however, has negative and significant effects on their perception of Taiwanese brand quality and their intention of purchasing Taiwanese brands.

The immense size of the country has impeded the representativeness of the authors’ sample and the generalizability of the results. Also, the study covers only one type of product.

Forming partnerships with local Chinese businesses and developing strong ties with local communities could be considered as a solution to minimize or circumvent the effect of animosity and might help foreign companies appear more “local.”

In contrast to past studies that investigated ethnocentrism and animosity in the context of countries presenting several differences (e.g. China vs USA), this study investigates the effect of ethnocentrism and animosity in the context of two countries (China and Taiwan) that share cultural, historical, ethnic and geographic characteristics. Despite the strong ties between the two countries, the Chinese have a certain animosity, though moderate, toward Taiwan and consequently are less inclined to buy Taiwanese brands. This implies that Chinese animosity toward a country may be toned down or pronounced, depending on whether they have strong or weak ties with that country.

The purpose of this paper is to contribute to the service literature by investigating post-consumption evaluation in the context of unwanted services. In particular, it intends to delineate the main characteristics of funeral services.

Given the lack of substantive literature on funeral services, a qualitative exploratory design was used from in-depth interviews with ten managers of funeral services companies in Quebec (Canada).

The study shows that compared to other traditional services, funeral services are characterized by their strong emotiveness, non-recurrence, irreversibility, uncommonness, high level of symbolism and personalization and emotion control of the service provider. The study also argues that funeral services quality is strongly dependent on funeral houses’ integrated logistics, proximity and integrity.

Because of consumers’ lack of competency, funeral companies need to guide and educate consumers about the criteria they should use to evaluate the service quality. Because funeral consumers are strongly emotion-driven at the purchase time, funeral services providers should find the right balance of emotions to express. Thus, more staff training is needed.

Because funeral services are emotionally challenging and deal with grief and distressed clients, the present study contributes in shedding light on service quality assessment in the funeral industry. Although they have some characteristics of traditional services (intangibility, perishability and variability), funeral services are also different in many ways.