Purpose Personalization is a key element of restaurant innovation. Few studies in the business literature have examined its influence on table-service consumer behavior, including the factors that strengthen or weaken domain relations. The purpose of this paper is to investigate the effects of personalization on brand identification and repurchase intention by providing a contingent view of several crucial factors. Design/methodology/approach Online surveys were distributed to restaurant customers who received personalized menus, services and promotions. The authors collected data using purposive sampling and tested this study’s hypotheses using regression analysis. Findings The results indicate that personalization influences brand identification and loyalty behaviors. Not all aspects of employee friendliness, notably conversational skills, strengthen the links between personalization and consumer behavior. In fact, informal frontline employee attitudes negatively moderated customer brand identification. The results, however, suggest that humorous and approachable behaviors of frontline employees are essential in enhancing the effects of personalization on brand identification and revisiting intentions. Originality/value Drawing on self-categorization theory, this study introduces personalization as a key factor in improving brand identification and repeat purchase intentions in full-service restaurant settings. This study incorporated social exchange theory and motivational theory to construct a contingency view of frontline employee friendliness and customer motivation to better understand how customers’ dining experiences impact their post-consumption behaviors. By investigating the potential interactions between the three theoretical perspectives, this study demonstrates the relevance of personalization, cultural sensitivity and intrinsic motivation as vital components for Asian restaurants. 

Are you a loyal diner? Enhancing post-consumption behaviors in full-service settings through personalization, friendliness and motivation

As an emerging model, self-service fitness centers are reshaping the consumer fitness experience globally. Given the crucial role of customer loyalty in the sustainable operation and management of fitness service enterprises, this study constructs a structural model incorporating service quality, service convenience, customer satisfaction, word-of-mouth intentions, and repatronage intentions. The model is designed to elucidate the factors and mechanisms impacting customer loyalty at self-service fitness centers and further investigates how these relationships are affected by service methods, either with staff or without staff. The study employs PLS-SEM to empirically analyze 552 customer questionnaires from four self-service fitness centers in first-tier cities in China. The results reveal positive correlations among the constructs in the structural model, emphasizing the important position of raising service quality standards and reducing the time and effort expended by customers in the management of customer loyalty. Concurrently, service convenience was found to play a significant driving role in customers&amp;#039; perceived service quality. Through the chain-mediating effect of service quality and customer satisfaction, service convenience exerts a considerable positive impact on word-of-mouth intentions and repatronage intentions. Moreover, the study reveals significant differences in these relationships when considering service methods, either with staff or without staff. 

Effects of Service Quality and Service Convenience on Customer Satisfaction and Loyalty in Self-Service Fitness Centers: Differences between Staffed and Unstaffed Services

Perceived organizational support (POS) is critical for fostering discretionary service behaviors, particularly in demanding contexts such as luxury hospitality. This study examines how POS influences extra-role behavior (ERB) among frontline hotel employees by testing the mediating roles of job embeddedness (JEM), leader–member exchange (LMX), and work engagement (WEN), along with the moderating role of transformational leadership (TFL). Drawing on Conservation of Resources (COR) theory, survey data were collected from 170 full-time employees in five-star luxury hotels in Bangkok, Thailand, and analyzed using PLS-SEM. The results indicate that POS significantly predicts JEM, LMX, and WEN, and that each of these mechanisms, in turn, positively affects ERB. Moderation analysis further shows that TFL weakens the JEM–ERB link but strengthens the LMX–ERB relationship, while its interaction with WEN is nonsignificant. These findings suggest that structural mechanisms (POS and JEM) and relational quality (LMX) exert stronger effects than affective engagement in shaping discretionary service contributions. The study supports COR theory by showing that resources such as POS, JEM, and LMX foster discretionary service behavior. However, these effects are context-dependent, with transformational leadership serving as a boundary condition that may either enhance or diminish the translation of resources into extra-role contributions. 

Rethinking Leadership Influence: The Moderating Role of Transformational Leadership in the Relationships Among Perceived Organizational Support, Psychological Mechanisms, and Extra-Role Behavior in Thailand’s Luxury Hotel Sector

In the process of word-of-mouth, recurring social media ratings and strong reviews can influence viewers' perceptions of a film and result in changes in viewing choices. As the most authoritative movie review website in China, Douban's high score and popular movie reviews are a household name, and even the rating of a movie on Douban and whether the review is good or not become the reason for people to choose whether to watch the movie or not. This paper examines the influence of Douban's movie reviews and ratings on Chinese movie-watching choices through the use of questionnaires in the context of the media environment and media psychology, based on Douban's unique media culture. The results of the questionnaire show that in a film market surrounded by all kinds of information, Douban movies largely satisfy the needs and psychology of users' viewing guides, and in the eyes of a large proportion of people Douban's ratings and reviews have become the main measure of whether viewers will watch them or not.

The Influence of Douban Reviews and Ratings on Chinese Audiences' Movie-watching Choices

Purpose The purpose of this study is to investigate whether the emotional labor of service employees affects customer service misbehavior and repurchase intention and to explore the mechanism and boundary conditions. Methods We collected a total of 252 pairs of employee–customer valid matching data and used SPSS 24.0 and Mplus7.0 statistical analysis tools to perform statistical analysis and hypothesis testing. Results The results showed that employees’ surface acting has a significant positive impact on customer misbehavior and negative impact on repurchase intention via perceived face threat, while deep acting has a significant negative impact on customer misbehavior and positive impact on repurchase intention via perceived face threat. And customer face threat sensitivity not only moderates the relationship between service employee emotional labor and customer perceived face threat but also moderates the indirect effect of surface acting on customer misbehavior and repurchase intention via customer perceived face threat. Conclusion Based on face theory, this study explained how and when emotional labor of service employees may affect customer service misbehavior and repurchase intention. These results contribute to the emotional labor and customer service misbehavior literature by introducing perceived face threat as an underlying mechanism and face threat sensitivity as a boundary condition. In addition, this study suggests that service-oriented enterprises should pay attention to the management and guidance of employees’ emotional labor and try their best to let employees show deep acting rather than surface acting.

The Influence of Emotional Labor of Service Employees on Customer Service Misbehavior and Repurchase Intention: The Role of Face

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The Influence of Douban Reviews and Ratings on Chinese Audiences' Movie-watching Choices

The Influence of Emotional Labor of Service Employees on Customer Service Misbehavior and Repurchase Intention: The Role of Face