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The purpose of this paper to explore the value creation expectations of salespeople and buyers for initial sales meetings and to investigate how such expectations align.

The authors applied expectancy disconfirmation theory and conducted a qualitative study among 12 B2B service salespeople and 12 buyers. The data includes 46 in-depth interviews collected during 2 separate interview rounds.

The authors discovered that buyers’ and sellers’ expectations differ and that buyers’ expectations are not reasonably satisfied. Buyers expect more business acumen, innovativeness, future orientation, long-term relationships and responsiveness to their specific situation from sellers. As salespeople´s salespeople´s expectations to create value for customers primarily stem from the solutions they sell as well as from their personal skills and behavior, there is need for sellers to focus on the gaps indicated in this study.

The paper introduces expectancy disconfirmation theory to the B2B buyer-seller literature.

Identifying where expectations are being met and where they are being negatively disconfirmed can assist in hiring and training salespeople who are better able to meet, or exceed, buyer expectations.

The authors believe that these findings can benefit sales organizations in how they create value with new customers and how salespeople can align their actions with customers more effectively.

This paper aims to examine how modern, digital era customers in a business-to-consumer (B2C) setting prioritize salesperson-customer orientation attributes when evaluating their expectations regarding interactions with salespeople, as well as their impact on positive and negative word-of-mouth. In addition, the research further investigates which negative salesperson attributes have an impact on overall customer experience and satisfaction.

Role theory and expectancy-disconfirmation theory form the theoretical foundation for two mixed-method studies. Study 1 is an exploratory content analysis of online consumer reviews and social media word-of-mouth related to consumer experiences with salespeople. Study 2 is a three-round Delphi study investigating which salesperson orientation attributes are most important to the customer in B2C interactions.

The results uncover which salesperson customer orientation attributes are essential for modern consumers and how they differ as a function of context (retail, direct-selling and follow-up) and how they contribute to the generation of digital word-of-mouth.

This paper expands B2C sales interaction literature by exploring the need for differing sales attributes based on the differential function of the shopping environment.

The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering methods in an experimental design.

A research model was developed based on the Feelings-as-Information (FaI) theory and the expectancy-disconfirmation theory. A 3 × 2 between-subjects lab experiment was conducted to compare the three digital ordering methods (online, mobile or chatbot) in two different types of restaurants (quick-service or full-service).

The results indicate that the chatbot ordering method evoked more negative emotions and less positive emotions than the other two methods. The online ordering method worked the best for quick-service restaurants, whereas the mobile ordering method was most suitable for full-service restaurants. Both positive and negative emotions (comfort and annoyance) significantly mediated the relationships between the ordering method and internal responses (satisfaction and behavioral intention). Only one negative emotion (anger) significantly mediated the relationship between the ordering method and order amount.

This is the first study that attempts to explore and compare consumers’ emotional responses resulting from restaurant digital ordering experiences in the context of the three food-ordering methods. The use of the FaI theory strengthens the theoretical foundation of research on emotion in the hospitality field. This study also pioneers the application of chatbot technology in the restaurant industry.

本论文旨在研究消费情感在线上点菜体验中的作用, 采用实验设计中的三种线上点菜方式。

本论文基于情绪即信息（Fal理论）和期望-不一致理论创建了研究模型。实验设计为3×2被试间设计来比较三种线上点菜方式（在线、手机、或聊天机器人）在两种不同餐厅类型（快餐vs全服务餐厅）

研究结果表明, 聊天机器人点菜方式相比较其他两种方式, 将带来更多负面情绪和较少的正面情绪。在线点菜方式最适用于快餐类型的饭店, 手机点菜方式最适合全服务餐厅。正面和负面情绪（舒服和烦恼）都对点菜方式和情绪反应（满意度和行为意图）之间的关系起到中介作用。只有一种负面情绪（愤怒）对在线方式和点菜量之间存在显著的中介作用。

本论文是首篇探索和对比消费者面对三种点菜方式, 在餐厅线上点菜体验的情绪反应。本论文使用Fal理论巩固了酒店管理领域中情感研究的理论深度。本论文还探索了饭店中对聊天机器人应用的科研。

Understanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase decision than that of positive information. Hence, this paper aims to propose new determinants of negatively valenced customer engagement, including disengaged and negatively engaged behaviours in a service consumption context and explore under what conditions customers display disengaged or negatively engaged behaviours.

This study incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours.

A conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative customer engagement via the mediator of customer outrage. Moderating variables, include self-esteem, self-efficacy, altruism and vengeance; are also proposed to affect disengaged/negatively engaged behaviours.

This study is the first to specify the underlying reasons of negative customer engagement by establishing the conceptual linkages between negative disconfirmation, justice and negative customer engagement via the mediating role of customer outrage. Further, customer resources are used to understand disengaged/negatively engaged behaviours. In doing so, this study views negative customer engagement from the perspective of a customer’s internal response to the trigger experience, rather than the experience itself. Thus, this study contributes to literature on customer engagement by developing a conceptual framework that illustrates the underlying cognitive and affective responses that drive negative customer engagement behaviours.

The purpose of this paper is to investigate the motivations behind people's intentions to continue knowledge sharing (continuance intention) in open professional virtual communities.

Data collected from 270 members of a professional virtual community provides partial support for the proposed model. LISREL 8.5 was used to analyse the measurement and structural models.

The results show that playfulness is critical for the community members' satisfaction and continuance intention. However, only positive self‐worth disconfirmation, distributive justice, and interactional justice can influence the satisfaction of the community members.

The data were collected from a single open professional community; the generalisation of the model and findings to other virtual communities requires additional research. The findings imply that justice factors appear to be important in leading to higher satisfaction levels.

Developers of virtual communities should create a more enjoyable online environment and raise the core knowledge contributors' sense of self‐worth.

A theoretical model was constructed in which individual motivation factors, social network factors, and justice theory are integrated with expectancy disconfirmation theory to investigate the motivations behind people's continuance intention.

This research investigates the effects of consumers' online information searching on their dining satisfaction in upscale restaurants during the pandemic. Customers frequently rely on online sources to gather information about upscale restaurants prior to their visits.

Data from 307 diners across the top ten popular upscale restaurants in Hong Kong were analysed by using SEM to explore the links between customers' needs, information search, restaurant attributes and customer satisfaction.

This study uncovers customers' online search behaviours and identifies restaurant attributes that are associated with customer satisfaction, which were not typically emphasised before the COVID-19 pandemic. Driven by their social and psychological needs, customers devoted more time to reading written comments by other consumers compared to visual images or self-descriptions from restaurants. Only service attribute significantly influenced customer satisfaction, while food and price attributes were not significant.

The findings of this study provide valuable insights for researchers and practitioners, shedding light on the altered needs and preferences of consumers following the unprecedented health crisis.

This study contributes to the development of expectancy disconfirmation theory and needs theory through the investigation of consumers' online information searching behaviours and dining satisfaction in upscale restaurants during the pandemic. By identifying the most important attributes influencing customer satisfaction, this research can aid upscale restaurants in developing effective marketing strategies and enhancing customer experiences.

This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ) and customer value (CV) published in several established hospitality and tourism journals over the past 15-16 years. A parallel review of research on the same topics published in several leading marketing journals is also conducted to show comparisons in research trends across the two different, but closely related, fields of study. By doing so, this paper aims to summarize lessons learned from previous research and provide suggestions for future research on the topics in the hospitality and tourism discipline.

This study reviewed 242 articles appearing in six selected hospitality and tourism journals and 71 articles in four business journals that were published on CS, SQ and CV over the period of 2000-2015. A comprehensive coding scheme was developed to sort each study by more than 50 criteria.

While research on these topics has grown constantly during the period in the hospitality and tourism field, it has declined in the general business discipline over the same period. Hospitality and tourism research relied heavily on cross-sectional data through a survey approach, whereas business studies used experimental designs more frequently. Research on CS has sustained both interest and productivity, but research on SQ and CV has dwindled over time. Another notable finding is that most studies are not grounded in strong theories, although CS studies tended to be more theory-embedded.

This study provides many useful insights into the research practice and trends of related research and suggestions for future research, especially for hospitality and tourism researchers.

This study provides an unprecedented, comprehensive review of theories, methods, discussion points, implications, limitations and conclusions of studies on CS, SQ and CV published in selected hospitality and tourism journals over the past 15 years.

This study examines motivational factors influencing one's intention to continue using WWW applications. Social cognitive theory is adapted and integrated with expectancy disconfirmation theory and empirical findings from prior studies about continued use of information systems. Research hypotheses derived from this model are empirically validated using the responses to a survey on WWW usage, collected from 235 users. Results suggest that users’ continuance intention is determined by their satisfaction with prior use, internet self‐efficacy, and outcome expectations. Outcome expectation, in turn, is influenced by their satisfaction with prior use and prior perceived confirmation. This study draws attention to the substantial differences between acceptance and continuance. Implications for practice and further research are considered.

This research seeks to fill a gap in the service and retailing marketplace experience literature as well as retailing practice by extending Attribution and Expectancy Disconfirmation Theories to the large and growing market of consumers with vision disabilities. It reveals how accessibility-related service failures with a retailer's website can lead to anti-firm reactions from blind and low vision consumers, including social media sharing, negative word-of-mouth (NWOM) and avoidance of the retailer's other sales channels even if they are accessible.

Blind respondents were recruited from national blindness organizations to participate in this study using a within-subjects design to test reactions to accessibility-related propositions in two different scenarios involving varying degrees of effort.

In both high- and low-effort conditions, an accessibility-related service failure leads to the anti-firm consequences of NWOM, social media sharing and avoidance of the retailer's sales channels. Additionally, blind and low vision consumers who also feel inaccessible websites are discriminatory develop stronger anti-firm attitudes toward the offending retailers. Further, we aver that the retailer's entire website including all its features, not just the homepage, should be made accessible to the growing market of vision-impaired consumers and thereby obtain substantial competitive advantages.

This research pertains to the service failure and recovery nomological network. It extends the existing paradigm to include accessibility-related service failures experienced by consumers with disabilities into the specialized category of discrimination-based service failures in instances where service recovery is not easily achieved. Empirical investigations of these experiences have been rare, despite the frequency with which they occur.

The purpose of this paper is to explore the influence of teachers’ expectations on their experiences and satisfaction response dregarding the introduction of activity-based workplaces (ABWs) in a Dutch university of applied sciences.

The first author executed a three-year at-home ethnographic study as senior lecturer at the university in which the research was executed.

Teachers have will expectations, should expectations and want expectations that relate to the stages before, during and after the introduction of ABWs. Unmet should and will expectations negatively affect want expectations and not only influence teachers’ affective commitment to their work but also generate dissatisfaction and even anger toward the organization, showing the importance of monitoring all three types of expectations.

Users evaluate their expectations against their experiences which can lead to the formation of (dis)satisfaction regarding the introduction of ABWs. To explain the satisfaction response, research should consider expectations and experiences.

Discrepancies between users’ expectations and experiences lead to dissatisfaction with ABWs. Involving users and aiming to capture their expectations in the design support professionals predicting satisfaction and preventing the organization from costly re-refurbishments.

Exploring users' expectations creates an understanding of users' everyday processes and underlying values which can improve the fit between users and building and reduce costs. Reducing accommodation costs benefits society, as more money can be spent on education.

This paper integrates Lefebvre’s spatial theory and Oliver’s disconfirmation theory to study the influence of expectations on users’ experiences and describes the process before, during and after introducing ABWs.