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The purpose of this study is to propose four experiential components of e-servicescape that influence customers’ pleasure emotions, satisfaction with bed and breakfast (b&b) websites and behavioral intentions in the context of the b&b industry.

This study is based on a cross-sectional, self-administered online survey from b&b customers.

This study identifies that both perceived enjoyment and social presence represent positive effects on customers’ pleasure emotions and satisfaction with b&b websites. However, flow experience only influences customers’ pleasure emotions, and interactivity only affects customers’ satisfaction with b&b websites. Results from this study confirm that customers’ pleasure emotions influence their satisfaction with b&b websites and their behavioral intentions.

This paper incorporates the roles of experiential factors of e-servicescape in the context of the b&b industry.

This paper aims to examine the congruency effects of physically embodied robots in service encounters, which addressed a significant research gap concerning the synthesis of robot design elements (e.g., appearance and voice) and their service purposes.

Grounded in congruity theory and human-robot interaction literature, this study conducted a pretest and two experimental studies revealing the need to view robot design holistically and recognizing the pivotal role of congruity in shaping consumers’ service robot adoption. The moderating role of service purposes (utilitarian vs hedonic) was also investigated in terms of robot design and consumer reactions.

Consumers generally tend to favor robots with congruent designs, particularly for utilitarian service purposes. The serial mediation through perceived congruence and perceived intelligence explains such a favorite tendency.

This study advances service robot design research by highlighting the critical role of congruity in enhancing consumer engagement. It supports the use of comprehensive, congruent designs for services with utilitarian purposes and recommends adaptable designs for hedonic settings.

This study addressed the research gap by examining service robot design from a holistic perspective. The research findings highlight the importance of congruency effects in service robot design and deployment and provide valuable insights and guidelines to industry practitioners for optimal investment in service robots.

This study aims to investigate the relationships among sensory, emotional and cognitive attributes on a hotel’s website, customers’ telepresence, their attitudes toward the hotel’s website, brand attitudes and their behavioral intentions, based on telepresence and parasocial interaction theories as theoretical backgrounds.

A cross-sectional, online, self-administered survey was conducted to examine the proposed framework from previous hotel guests in the USA, who booked the hotel via its website within the previous 12 months.

Results identified sensory and emotional attributes influenced customers’ telepresence; however, cognitive attributes did not affect telepresence on the hotel’s website. Telepresence then influenced customers’ attitudes toward the hotel’s website and their behavioral intentions. Both attitudes toward the hotel’s website and brand attitudes influenced customers’ behavioral intentions.

This study was the first study to propose the telepresence model in the hotel website context, investigating antecedents and outcomes of the telepresence.

This study examined relationships among e-stimuli and customers’ behavioral intentions and identified whether customers’ hedonic or utilitarian orientation moderation effects of e-stimuli on a bed and breakfast (B&B) website’s flow experience.

The proposed hypotheses were tested by using structural equation modeling. Two group comparisons were conducted to test moderating effects in the relationships between stimuli and flow experience.

This study determined e-stimuli affected customers’ flow experiences and causal relationships among emotions, satisfaction and behavioral intentions. It also found moderating effects of hedonic/utilitarian motivation.

Findings from this study could help B&B operators develop online marketing strategies.

This study developed a framework of e-stimuli in a B&B website setting to address customers’ psychological behaviors to understand the practical needs of the B&B industry and customers’ expectations.

本论文检验了网络刺激与消费者行为意向之间的关联, 并且指出具体消费者享乐主义动机和功利主义动机在网络刺激对民宿网站的整体感受之间的调节作用。

本论文采用SEM对提出的假设进行验证, 并且采用两组对比分析针对刺激源和整体感受之间的调节作用

研究结果确定了网络刺激对消费者整体感受的作用力, 以及情感、满意度、与行为意向之间的因果关系。此外, 研究结果还发现享乐/功利动机的调节作用。

本研究结果帮助民宿业主开发在线营销策略。

本论文开发一个民宿网站的网络刺激模型, 来解决消费者的心理行为, 以了解民宿产业的实际需求和消费者期望。

This study aims to empirically investigate ways to enhance customers’ continued mobile app use intention on the basis of information adoption model.

This study conducted an online, cross-sectional, self-administered survey, recruiting mobile app users in the USA.

Results identified both argument quality and source credibility positively influenced usefulness of branded apps and parasocial interactions. Results also confirmed a positive influence on usefulness of the branded app and parasocial interaction relating to continued branded app use intentions.

This study enriched the understanding of mobile app use behaviors, extending information adoption model in the service industry.

This study investigates relationships among components of the marketing communication mix, brand identification, brand image, brand love and brand loyalty. The focus of this study is advertisement spending, customers' attitudes toward the advertisement, monetary promotion and non-monetary promotion as marketing communication mix elements.

Proposed relationships are investigated with 683 previous coffee shop customers, based on a cross-section, online, self-administered survey in South Korea.

Results identify advertising spending, attitude toward the advertisement, monetary promotion, and non-monetary promotion play key roles in influencing brand identification; however, they do not influence brand image. Both brand identification and brand image further influence brand love on brand loyalty.

This study is the first to investigate the marketing communication mix elements in a coffee shop context.

Based on stimulus-organism-response theory, this study aims to explore how digital service communication strategies affected customers’ e-service agent use intentions through perceived warmth and competence.

A 2 × 2 scenario-based experiment was conducted to test the proposed relationships.

Findings indicated when a high-authority conversation party was engaged in digital service communications, customers showed higher e-service agent use intentions through perceived warmth and competence in an emoji-presence conversation style.

To the best of the authors’ knowledge, this study is the first to explore the effects of digital service communication strategies on customers’ internal and behavioral responses.

基于刺激-有机体-反应理论, 本研究探讨了数字服务沟通策略如何通过感知亲切和感知能力的方式影响了顾客对电子服务代理的使用意愿。

本研究进行了一项基于2x2情境的实验, 以测试所提出的关系。

研究结果表明, 当高权威的对话方参与数字服务沟通时, 顾客在表情存在的对话风格中通过亲切和能力的认知表现出更高的电子服务代理使用意愿。

本研究调查了对话方和对话方式作为数字服务沟通策略在顾客-数字服务互动中的影响。

本研究是第一个探讨数字服务沟通策略对顾客内部和行为反应影响的研究。

This study aims to investigate antecedents and outcomes of customers’ narrative engagement on hotels’ social networking sites (SNSs). Four different types of brand story were explored as antecedents for brand story.

A cross-sectional, self-administered, online survey was conducted with customers who have stayed at a hotel and have used hotel SNSs within the past 12 months.

Results identified authenticity and humor brand story influenced customers’ narrative engagement, which further influenced their brand attitudes and behavioral intentions. However, reversal and conciseness types of a hotel’s brand story did not lead to customers’ narrative engagement.

The role of SNSs in the hotel industry is evolving; however, the use of a hotel’s brand story has not been closely examined to date. This study investigated the importance of a hotel’s brand story that influenced customers’ narrative engagement on SNSs.

The prevalence of SNSs has changed hotel management practices. Hotels are suggested to pay attention to create persuasive brand stories that encourage customers’ visits to the hotel.

This study is an original attempt to propose a conceptual framework, explaining the relationships among different types of hotel brand stories, customers’ narrative engagements, their attitudes and their behavioral intentions in the SNSs context.

This study investigates the relationships among three types of employees’ perceived job control, employee commitment, employees’ well-being, and job performance.

The proposed relationships were investigated based on a cross-section, online, self-administered survey.

The results confirmed the positive role of employees’ job control perceptions on work-related responses.

Results suggested hospitality managers implement practices to improve job control perceptions of employees to enhance their well-being and job performance.

This study was the first to investigate the roles of three types of job control perceptions on employees’ well-being and commitment, based on positive organizational behavior literature and control theory. This study was also the first attempt to explore three types of job control focusing on employees’ perspectives in the hospitality industry.

Focusing on hotel managers’ service recovery efforts to service failures, this study aims to explore effects of different types of service recovery strategies on customers’ trust, satisfaction and behavioral intentions in the context of consumer-generated media.

This study conducted a 2 × 2 × 2 between-subjects experimental design to examine effects of hotels’ sincere apology, compensation and existing relationship with customers on customers’ subsequent psychological behavior. An online self-administered survey was used to recruit participants who posted their experiences with a hotel on consumer-generated review sites.

Results of this study identified that when managers incorporated authenticity and compensation components, customers were more likely to show a higher level of trust, satisfaction and behavioral intentions.

Derived from the justice theory and the relationship investment theory, this study identified the main effects of three treatments and their interaction effects on customers’ subsequent behaviors.

Results of this study suggested that service recovery communication processes, in particular, authenticity and compensation, be an integral part of the service recovery strategies in the social media context.

This paper investigated the importance of hotel managers’ service recovery communication strategies in the social media context.