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This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality–healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey.

This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience.

The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience.

This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee–customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee–customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.

The servicescape is increasingly being recognized as a function of two distinct components: physical and social. While these two dimensions have often been studied independently, the purpose of this paper is to examine the effect of both dimensions simultaneously in a fast casual restaurant context.

A sample of 1,110 fast casual restaurant patrons in the USA was collected. The data were analyzed using nested structural equation modeling.

The results suggest that both the social and the physical servicescape can affect consumption behavior in the fast casual restaurant industry and crowding can act a moderator of these relationships.

Theoretically, these results are significant because they suggest the importance of capturing a holistic account of the servicescape when conducting research on the consumption environment.

This study is among the first to examine the effect of the social servicescape (and specifically the effect of crowding) in fast casual restaurants. The results suggest that restaurateurs need to be mindful that crowding affects the relationship between social servicescape and satisfaction.

This research is the first to look at both aspects of the servicescape as drivers of consumer behavior in the fast casual dining segment. Additionally, this research makes a second contribution by assessing the effect of crowding on the servicescape-driven relationships inherent in the proposed model.

Understanding how other customers affect hotel consumption behavior is an important topic in the hospitality literature. While existing research has typically explored the effects of active interactions among consumers, this study aims to better understand the effects of passive interactions. Accordingly, this research conceptualizes the hotel social servicescape as a function of the mere presence of the other social actors that occupy the hotel’s shared consumption space.

To operationalize this construct, data were collected from a sample of 1,019 recent consumers of full-service hotel experience in the USA.

The findings suggest that the social servicescape can significantly affect satisfaction and behavioral intentions in the domain of leisure-driven hotel experiences.

The results support the hypothesis that the mere presence of others significantly affects leisure travelers’ perceptions of the hotel consumption experience. Accordingly, these findings indicate that the makeup of the hotel servicescape is not limited to the traditionally acknowledged physical elements of the space.

The results suggest that in addition to managing the physical aspects of the service environment, hotel managers should take steps to manage the social aspects of the servicescape as well.

This paper is the first to provide an operational account of the social servicescape in the domain of full-service hotels. Additionally, nomological validity is established by examining the downstream effects on satisfaction and behavioral intentions.

With the proliferation of internet-based communication channels, understanding how restaurant consumers engage in electronic word of mouth (EWOM) has become an important field of academic pursuit. However, while communication channels have become more numerous and complex, the methods used to operationalize the attendant EWOM behaviors on these channels have remained relatively simplistic. Accordingly, the purpose of this paper is to consider existing methods of measuring restaurant EWOM in terms of their face validity in the contemporary communications landscape.

This study uses a total of six independent surveys that use various combinations of sampling, methodological and analytical approaches to demonstrate, measurement, social media, methodology, user-generated content, EWOM, electronic word of mouth the multiple problems associated with the measurement of restaurant EWOM as a latent construct.

The results suggest that the current methods for measuring EWOM are indeed outdated, indicating the need for a more nuanced approach to the academic pursuit of EWOM behavior.

The existing methods of measuring restaurant EWOM are found to be invalid for many reasons. These methods of measuring EWOM should be abandoned in favor of channel-specific operationalizations that control for previous behavior and respondents’ account access at a minimum.

As its inception, many studies have operationalized restaurant EWOM as an intention-based construct used to measure an individual’s likelihood to communicate information about hospitality experiences “online.” While such measures were no doubt valid in the early years of EWOM research, the research is the first to criticize the face validity of this approach in terms of its relevance in the contemporary communications environment.

Theme park experiences ubiquitously unfold in the presence of others. In acknowledgement of this important part of theme park consumption, this research set out to examine if other visitors help create an immersive environment and, in turn, memorable experiences for theme park visitors.

An online survey was distributed to 561 theme park visitors. Structural equation modeling (AMOS 26) was used for testing the hypotheses in the proposed framework.

Results of SEM analyses reveal the positive impact of perceived similarity on visitors' sense of immersion at theme parks and the memorability of the experience. In turn, memorable experiences further drive behavioral intentions (i.e., return intention and willingness to pay premiums).

The findings provide suggestions for theme parks to leverage customer-to-customer interactions in order to create immersive and memorable visitor experiences.

This research marks one of the first attempts to approach customer-to-customer interactions (CCIs) at theme parks by empirically examining the impact of the perceived similarity of others on focal visitors' emotions and experiences.

As consumers have begun to incorporate health-related values into their purchase decisions, it has become increasingly important for marketers to understand how these belief systems affect the consumption experience. Accordingly, the purpose of this research is to better understand the effects of health concern on consumption behavior in full-service restaurants.

Data were collected from 512 restaurant consumers in the USA. Structural equation modeling was used to test the hypotheses.

The results suggest that for health-conscious consumers, the availability of healthy food significantly affects the evaluation of the consumption experience in terms of both cognitive and affective response mechanisms.

This paper identifies the mediating effects of emotion, perceived value and restaurant quality in the relationship between health concern and behavioral intention. By establishing the respective roles of quality and value, the results contribute a more complete account of the existing model of personal values and behavior, as it pertains to restaurant patronage.

This paper identifies the salience of health concern as a determinant of consumer behavior. Because health concern affects so many different aspects of the healthy dining experience, the results suggest that restaurant marketers need to consider their position in the market for healthy food.

This paper contributes an account of the effects of health concern on the value and quality perceptions that determine, at least in part, the health-conscious consumer’s evaluation of a full-service restaurant experience.

Despite recent calls in the hospitality and tourism literature for increased research attention in the attractions industry, very little research exists in this important part of the hospitality marketplace. The purpose of this paper is to address the dearth of research in this domain by proposing and empirically testing a model of the relationships among image, price fairness and loyalty in the waterpark segment of the attractions industry.

Data were collected from 346 waterpark patrons in South Korea. Structural equation modeling was used to test the hypotheses.

The results provide empirical support for the proposed relationship between waterpark image and customer loyalty. Additionally, a set of indirect relationships between these two constructs was identified. Specifically, the intervening effects of delight, service quality and price fairness were established.

While the overall premise of the work was supported, the results provide evidence that price fairness is evaluated and considered differently in an amusement park context than in other consumption domains. This research suggests that future efforts are necessary to fully understand the complexities of behavior in the attractions industry.

The findings suggest that successful image management results in a variety of positive outcomes including quality/price perceptions and customer loyalty. To stay competitive, however, waterparks must engage in an ongoing process of image development and maintenance with a particular emphasis on managing expectations.

The research suggests that while the traditionally acknowledged effects of image on consumer behavior have applicability within the attractions industry, some of the existing nomological relationships established in other operational domains may not be generalizable. As such, our research can be seen as a step toward the development of a unique theory of behavior in the attractions industry.

The purpose of this paper is to assess the role of platforms in diffusing data value across multiple stakeholders.

Seminal theoretical and managerial work has been critically examined in order to justify the need for improving/extending the contemporary understanding of the data value creation process.

The results suggest that existing frameworks and conceptualizations of reciprocal data value provide incomplete understanding of the role of platforms in data value diffusion.

This paper provides service researchers with a better understanding of the role of platforms in data value diffusion. Future research can develop and validate new frameworks that reflect the proposed extended/improved view of data value creation.

Service and hospitality managers will be able to more effectively manage the role of platforms in data value diffusion. Specifically, this paper proposes that, in order for data to become a source of competitive advantage, there must be a symbiotic relationship among all the stakeholders of the data ecosystem.

The authors discuss how data creates value for different stakeholders in the hospitality industry.

This study aims to examine the nascent stream of literature connecting grit and protean career orientation to job attitudes, turnover intentions and job embeddedness and how job insecurity moderates the aforementioned associations.

Based on the threat-rigidity hypothesis and self-determination theory, a series of hypotheses were developed and tested among 1,151 current employees in the hotel/lodging industry in the USA. Structural equation modeling was used to analyze the data and explain the results.

Job insecurity played a key moderating role between the lower-order dimensions of grit and the outcome variables, but not with protean career orientation. Specifically, passion and perseverance were associated with job attitudes and turnover intentions differently, questioning the validity of grit as a higher-order construct.

The study explains how the lower-order dimensions of grit explain turnover and job embeddedness while also suggesting that the validity of grit as a higher-order construct needs to be further examined. The results of this study also may advise managers on how to recruit new hires that will remain with their organizations for the long run.

The desire for a sustainable environment has led to the need to reduce carbon dioxide emissions and increase renewable energy usage. Empirical evidence generally shows that financial development has a significant effect on these two variables. However, little is known about how the financial strength of financial institutions influences them in the fight against climate change. This study aims to assess the effect of the financial strength of listed financial institutions on renewable energy consumption and carbon dioxide emissions in Ghana.

Regression analyses were used to estimate the effect of asset quality, credit management, return on equity/asset and firm size on renewable energy consumption and carbon dioxide emissions for data covering from 2009 to 2018.

The results revealed that return on equity reduces renewable energy consumption and increases carbon dioxide emissions. It is also found that credit risk management and asset quality positively influence renewable energy consumption but reduce carbon dioxide emissions in Ghana.

Policymakers need to identify profitable but less polluting ventures and draw the attention of financial institutions in the country. This may cause banks and other lending-giving institutions to desist from giving credits to support environmentally harmful ventures.

The paper assessed the effect that the financial strength of financial institutions has on renewable energy consumption and carbon dioxide emissions.