Journal Article10.1016/J.TOURMAN.2018.06.013
Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective
116
TL;DR: In this article, a conceptual model is proposed to delineate customers' evaluative process of disruptive customer behaviors in a shared service environment (e.g., theme parks, airplanes, restaurants).
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About: This article is published in Tourism Management. The article was published on 01 Dec 2018. The article focuses on the topics: Appraisal theory & Coping (psychology).
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Consumers acceptance of artificially intelligent (AI) device use in service delivery
TL;DR: This study develops and empirically tests a theoretical model of artificially intelligent device use acceptance (AIDUA) that aims to explain customers’ willingness to accept AI device use in service encounters, and provides a conceptual AI device acceptance framework that can be used by other researchers to better investigate AI related topics in the service context.
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Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy
TL;DR: In this article, the authors explored how self-disclosure, an important component of tourist-to-tourist interaction, influences tourist experience and found that selfdisclosure indirectly increases engagement by strengthening perceived cohesion and perceived intimacy.
192
Customers’ intention to use robot-serviced restaurants in Korea: relationship of coolness and MCI factors
TL;DR: In this article, the authors analyzed the relationship between hedonically motivated consumer innovativeness (hMCI) and socially motivated consumer innovation (sMCI), and the theory of planned behaviour in the context of robot-serviced restaurants and how the relationship among MCIs and attitude differed among the young and older customers.
183
Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations:
TL;DR: The theorization of emotion receives considerable attention in contemporary tourism literature as mentioned in this paper, but existing studies largely ignore the operationalisation of emotion in tourism research, which is the case in our work.
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Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
TL;DR: In this paper, the mediating role of frontline employee job satisfaction in the relationship between abusive customer behaviour and employee turnover intentions in the banking in was examined, where the authors aim to examine the mediator role of front-line employees in mediating job satisfaction and abusive customer behavior.
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