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This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some unintended experiences guests may encounter. In essence, to the best of the authors’ knowledge, this research is the first in the field to acknowledge the paradox of smart service.

This inquiry adopts a qualitative approach with data-driven from online customer reviews and semistructured interviews. Thematic analysis was undertaken to interpret review comments.

Results point to a new phenomenon, which is coined as the smartness paradox. In particular, customers on one hand enjoy an array of smart-infused experiences that jointly offer patrons a sense of a futuristic lifestyle. On the other hand, smart devices superimpose a number of hindrances that bring guests dismay and annoyance.

This investigation brings smart service failure to the fore to highlight several key failure themes that could jeopardize the entire operation with debased customers’ satisfaction and loyalty inclination.

The smartness-paradox framework used in the present inquiry entails both approach and avoidance consequences customers enact depending on their smart experiences.

Despite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social media (sWOM) remains scant. Based on the attribution theory, this study aims to investigate the effects of seamless shopping experience types on customers’ sWOM intentions from the perspective of smart-shopping feelings and validated the moderation role of shopping orientation.

Using a data set of 301 omnichannel customers, three scenario-based experiments were conducted to address the research questions.

An efficient and interconnected experience is more likely to positively affect sWOM intentions than an inefficient but interconnected experience. Furthermore, smart-shopping feelings were found to have a significant mediating effect. For experiential-oriented shoppers, the positive relationship between an efficient and interconnected experience, smart-shopping feelings and sWOM intentions was significantly strengthened.

This research contributes to the sWOM and omnichannel service experience literature by investigating the influences of seamless shopping experience types on customers’ sWOM intentions. This research also provides recommendations for designing and delivering a superior, seamless shopping experience for omnichannel shoppers.

The current study aims to ascertain how green entrepreneurial orientation (GEO) affects green innovation performance (GIP) through the mediating mechanism of the knowledge creation process (KCP) and whether or not these associations can be strengthened or hampered by the moderating impacts of resources orchestration capabilities (ROC).

The research used data from managers at various levels in 154 manufacturing enterprises in Pakistan to evaluate the relationships among the constructs using hierarchical regression analysis and moderated mediation approach.

The study indicates that GEO substantially impacts firms' GIP. GEO and GIP's relationship is partially mediated by two KCP dimensions: knowledge integration (KI) and knowledge exchange (KE). Furthermore, ROC amplifies not only the effects of GEO on KE but also the effects of KE on GIP. The moderated mediation results demonstrate that KE has a greater mediating influence on GEO and GIP when ROC is higher.

To better understand GEO's advantages and significance, future studies should look into the possible moderating mechanisms of environmental, organizational culture/green capability in the association between GEO, KCP and GIP.

The research helps expand the field of green entrepreneurship and GIP literature by providing a deeper knowledge of GEO and offering insight into how to boost GI in manufacturing firms.

This research helps fill in knowledge gaps in the field by delving further into the mechanisms by which GEO promotes GIP, both directly and indirectly, via the mediating role of KCP and the moderating impacts of ROC.