Anil Bilgihan

Florida Atlantic University | FAU · Department of Marketing

Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factor...

The primary objective of this research is to develop a theory-based model of utilitarian and hedonic website features, customer commitment, trust, and e-loyalty in an online hotel booking context. Structural Equation Modeling was deployed to test research hypotheses. Findings highlight the importance of creating loyalty by focusing on both hedonic...

Abstract Purpose This study aimed to identify distinctive characteristics of hotel guests and understand their perception of guestroom technologies (GRTs) in hotels by utilizing the theory of consumer innovativeness and the social influence theory. Design/methodology/approach The data were collected from 268 hotel guests. The K-means clustering al...

Purpose Images and caption descriptions serve as important visual stimuli that influence consumer preferences; therefore, the current study focuses on property images and captions illustrated on the home pages of accommodation-sharing platforms. Specifically, this study investigates the relative importance of hue, brightness and saturation of a pro...

Purpose Hospitality businesses have been challenged to pick fitting electronic word-of-mouth (eWOM) management strategies, yet accurate return on investment assessments and contextual contingencies interpretation essential for leveraging eWOM power are largely absent. This study aims to fill these gaps and develop a tool aiming at more holistic and...

[This corrects the article DOI: 10.1016/j.ijhm.2022.103241.].

Scholars and industry stakeholders have exhibited an interest in identifying the underlying dimensions of viral memes. However, the recipe for creating a viral meme remains obscure. This study makes a phenomenological contribution by examining viral memes, exploring the antecedents (i.e., content‐related factors, customer‐related factors, and media...

Purpose This study aims to investigate the relationships between electronic word of mouth (eWOM) source credibility, perceived risk and information usefulness and how they influence tourists’ destination visit intention and online review involvement. Design/methodology/approach Data for this quantitative study were collected via an online survey f...

Hospitality exists from the grassroots level of society upward and plays a central role in the global economy. For the many organizations active in this sector and the societies they are based in, innovation in hospitality services is considered their lifeblood. Recent advancements in digitalization, artificial intelligence, robotics, communication...

Purpose The current study investigates the impact of the COVID-19 pandemic on the mental health and career perspectives of the future workforce of the tourism and hospitality industry in the UK. The paper is based on theories of emotion and focuses on the interplay role of three factors of fear of COVID-19, depression, and future career anxiety. D...

This paper leverages natural language processing, spatial analysis, and statistical analysis to examine the relationship between restaurants’ safety violations and COVID-19 cases. We use location-based consumers’ complaints data during the early stage of business reopening in Florida, USA. First, statistical analysis was conducted to examine the co...

Purpose Toward achieving a better guest experience, the current study aims to use the word frequency comparison technique to evaluate the types of attributes and services that are used most frequently in guests’ five- and one-star reviews on TripAdvisor. The working-paper also aims to investigate the differences between reviews written by men and w...

Purpose Food delivery apps (FDAs) have altered people's eating behaviour. The convenience of FDAs may cause consumers to order more food than people's level of hunger warrants, leading to food waste. Food waste is a grave societal problem, which, the authors argue, represents the dark side of FDAs. However, the tendency of consumers to order more f...

Despite the growing attention on enhancing purchase intent, there is no coherent framework for determining retail customers’ purchase intent. This study aims to contribute to marketing theory and practice by proposing and testing a comprehensive theoretical model that incorporates direct, mediating, and moderating relationships among preeminent con...

Purpose The purpose of this paper is to review what one knows – and does not know about servicescape and experiencescape. The paper provides a comprehensive conceptualization, discussion of the servicescape and experiencescape and calls for the need for a collective focus of servicescape and experiencescape for the service industry. Design/methodo...

Purpose – Uncertain times (e.g., COVID-19) require service businesses to respond in creative, flexible, and resilient ways. This paper aims to develop and test the theoretical relationship between digital transformation and organizational resilience, and the consequences of organizational resilience (OR) on organizations and employees during turbul...

Purpose This research examines the influence of consumer environmental consciousness and perception of menu information in the formation of restaurant image. The concepts of mindfulness and mindful consumption were used as the theoretical background for the study. Design/methodology/approach Using a quasi-experimental setting, data were collected...

Research focusing on diners' intentions towards leftovers, which are considered one of the main sources of consumer food waste in restaurants, is still at a nascent stage and requires further investigation. The present study attempts to address this gap by investigating the antecedents of diners' intentions to take away leftovers and thereby mitiga...

Service transformation calls for a revolutionary strategic mindset within service firms. Service firms aspire to achieve a distinctive vision through service transformation, often engaging technology and digitalization as critical partners in creating long-term firm success in the market by nurturing enhanced customer and stakeholder benefits. Ther...

Trade is as ancient as civilization; it has been an essential part of every society as a means of acquiring and/or exchanging goods and services. Trade, therefore, has always depended heavily on human interaction between the ‘producer and customer’ on the foundation of interdependence through communication, friendship, trust, and relationship. Over...

Purpose This study reviews existing research and current applications of artificial intelligence (AI) in the hospitality and tourism industry. It further proposes a new evaluation framework to inform the susceptibility of AI adoptions. Design/methodology/approach This is a synthesis and evaluation study that qualitatively summarizes and presents f...

Purpose When customers decide to dine out, they choose a restaurant for both physiological and psychological reasons. The psychological reasons include the hedonic/enjoyment goal of the consumer. The purpose of this paper is to investigate whether dining experiences that provide a positive or negative hedonic value will influence positive word of m...

Retailers and local governments lose revenue, and inevitably consumers pay higher prices due to theft. In 2018, the amount lost to employee theft per incident was $1361. This is in comparison to the amount per incident lost to shoplifting of $302. Despite this difference, the scholarly attention in marketing on retail employee theft is sparse. The...

Based on a systematic literature (SLR) and content analysis, this article offers a critical review of customer engagement (CE) research in English and Chinese hospitality and tourism management literature. This article discusses CE research by identifying temporal scope, country of origin distributions, theoretical perspectives and conceptualizatio...

The importance of relationship marketing (RM) as a strategic driver of strong long-term customer relationships is widely recognized. However, we still know little about when retail managers should invest in relationships to generate increased returns. Drawing on RM theory, this study aims to examine how perceived relationship investment (PRI) influ...

This cross-cultural study investigates antecedents of travel-related user-generated content (UGC) in China and Spain. Based on a critical literature review, a theoretical model was developed and tested. Co-creation, empowerment, community, and self-concept were proposed as the precursors of UGC. Personality traits (i.e. neuroticism, extraversion, o...

The tourism industry in China has grown significantly over the last two decades. Most of the growth, however, is fueled by domestic tourism. As one of the biggest tourism markets in the world, U.S. tourists might be reluctant to travel to China due to reasons such as unfamiliarity, cultural differences, visa requirements, and long flights. Building...

Purpose The purpose of this research is to examine the dining out activities of Gen Y's in the United States. In particular, it focuses on dining frequency, restaurant selection, restaurant segments and demographic features of Gen Yers. Design/methodology/approach Empirical data for this study were collected from 631 Gen Y's living in the United S...

Purpose The purpose of this study is to examine the role of scent congruence with the brand image in the formation of consumers’ reactions to the atmosphere of a place. Design/methodology/approach Using a factorial design (i.e. scent congruent with the brand image, scent not congruent and control), an experiment was conducted in a multi-service an...

Emoticons are graphic demonstrations of facial expressions. They have become a common and easy-to-use tool for online users to express ideas or feelings. Earlier research highlights the importance of emoticons in computer-mediated communications. However, limited attention has been given to the use of emoticons in online reviews. Using the Cognitiv...

Purpose This study aims to elicit the preferences of potential travelers for different property listings' attributes (online review number, positive valence rate of reviews and discount strategy) when selecting hotels and peer-to-peer (P2P) accommodation sharing on online booking platforms. Design/methodology/approach A discrete choice experiment...

Purpose This paper aims to clarify the effects of motivations on negative online customer reviews (OCRs) behavior in an integrative framework and to identify the moderating role of monetary compensation and psychological compensation in the Chinese food and beverage industry. Design/methodology/approach Data were collected from 377 consumers who p...

Marketing scholars recognize the importance of personality traits in predicting consumer behavior; however, to date, no attempt has been made to understand the impacts of personality on consumers' perceptions of relationship investment and the process of building loyalty in the context of retailing. The present research extends theories of consumer...

This study proposes a structured collaboration process providing procedural guidance to facilitate smooth collaboration among hotel management teams. Design science research (DSR) and action research methodologies were followed to develop and evaluate an effective process facilitation based on collaboration engineering (CE) for group-oriented solut...

Purpose This paper advances a research agenda for service researchers at the intersection of healthcare and information technologies to improve access to quality healthcare at affordable prices. The article reviews key trends to provide an agenda for research focusing on strategies, governance and management of key service processes. Design/method...

Capsule hotels are a novel Japanese approach to accommodation that arose in 1979. For most travelers outside Japan, however, the concept of capsule hotels is relatively new. They provide experiential value to the traveler; they also pose some risks. Travelers seeking familiarity view unfamiliar environments as riskier, and perceived risk has a nega...

Purpose The purpose of this paper is to examine the impact of social media sharing on tourists’ willingness to pay more (WPM) at destinations. The moderating effects of tourists’ preferred route in decision-making or obtaining information (i.e. central or peripheral routes) were also examined. Design/methodology/approach A theoretical model was de...

Purpose The study aims to develop a theoretical model that portrays the antecedents of emotional attachment in the travel context by combining branding, marketing and information systems theories. Design/methodology/approach The authors gather empirical data through a Web-based questionnaire from 236 respondents. The proposed theory-driven model i...

Food is as cultural as it is practical, and names of dishes accordingly have cultural nuances. Menus serve as communication tools between restaurants and their guests, representing the culinary philosophy of the chefs and proprietors involved. The purpose of this experimental lab study is to compare differences of attention paid to textual and pict...

Purpose Product category involvement and relationship proneness are crucial in explaining relationship outcomes. Nevertheless, the authors know little about their roles in the formation of loyalty, especially in the retail industry. Individual consumer traits and preferences are likely to play a critical role in the success of relationship marketin...

This study investigates the effect of Customer-Based Brand Equity (CBBE) on customer loyalty and further examines the mediatory roles of customer satisfaction and trust in the hotel industry. To accomplish this goal, a questionnaire was developed and data was collected from 918 hotel guests of 39 five-star hotels in 10 cities in Turkey. Results rev...

In response to the existing concern among hospitality practitioners about attracting and retaining the millenial/post-millenial labor market, the current paper proposes a promising research agenda of character-strength deployment in the hospitality industry. The proposed research agenda informs the hospitality practitioners the potential of charact...

Purpose The purpose of this study is to examine how social media facilitates the process of customer engagement in quick service restaurants (QSRs). Customers characterized as transactional customers, loyal customers, delighted customers or fans, based on the degree of relational exchange and emotional bonds, are expected to vary in their propensit...

In the past decade, the competition has increased in mobile telecommunication services; moreover, a stagnating rate of diffusion suggests that the market may have reached maturity. Thus, customer loyalty has become an important area of research in the mobile telecommunication sector. The goal of this current study is to offer and test a theoretical...

The decades of research on travel motivation have exploited what are the motivations to be satisfied through travel pursuits (i.e., travel for pleasure, learning, or social networking, etc.) (Hsu and Huang 2008; Pearce and Packer 2013). Yet there are limited explorations of the underlying forces driving those motivations (Gnoth 1997; Cohen, Prayag,...

Destination marketing organizations (DMOs) currently face the challenge of how to sufficiently employ the valuable tool of social media marketing. There is a pressing need is to identify the optimal mix of online channels for DMOs to best communicate to their prospective visitors; moreover, a major challenge encountered is a lack of the direct and...

This study investigates how tourism scholars view interdisciplinary research. Data were collected from 356 tourism scholars globally. Results reveal confusion and disagreement among tourism scholars regarding how interdisciplinary research has been defined. Strong attachment to the tourism field and feeling comfortable and familiar with commonly us...

This research provides a comparative study of two comprehensive servicescape models to explore the underlying influence of various hotel elements on guests’ satisfaction with, and emotional responses to, their hotel stays. Based on the theory of reasoned action (TRA) and the theory of planned behavior (TPB), this research sought to identify the dif...

Purpose Companies increasingly rely on online communities for social customer support, to develop and nurture relationships with customers, and to generate product and service development ideas. As yet, few studies have established the relationship between online communities and branding strategies. Therefore, the impact of online communities on b...

The purpose of this study is to examine the multi-dimensional structure of the hotel servicescape to understand its impact on customer's behavioral intentions through multi-dimensional perceived hedonic value. Data was collected from hotel guests in Turkey. Structural equation modeling (SEM) and multiple group analyses were conducted to test the hy...

Purpose Consumers increasingly depend on the Internet as the information source to make their hospitality decisions, which highlights the need for more research in online recommendation. Due to the globalization, culture and its effects on marketing become an increasingly important subject to investigate. Therefore, this research offers a cross-cu...

Analyzing data from user-generated websites with data mining practices can suggest meaningful insights into services performances. Such techniques may help identifying the precursors of service satisfiers and dis-satisfiers of restaurants. The aim of this research is to analyze online customer reviews for restaurants and underpin the restaurant sat...

Purpose A Hobson's choice is a free choice in which only one option is offered. The objectives of this study are to examine dimensions of “Hobson’s choice” servicescape and their effect on affective responses and to understand how affective responses drive consumer decisions in “true choice” and “Hobson’s choice” servicescapes. Design/methodology...

The success of the hospitality industry and development of RM as a profession depends on the quality of new candidates. However, formal hospitality and business education and training programs concerning pricing and RM are far from providing the maximum level of competency for an extensive RM career development. Therefore, the goal of this study is...

The objectives of the study are to identify the key airline quality attributes from online review posts and to examine the effect of identified airline quality attributes on eWOM communication. This study employed data-mining techniques and logistic regression on 901 passenger reviews to evaluate the service quality of passenger airlines. The major...

Purpose The purpose of this empirical study is to investigate both the relationships among brand satisfaction, trust and loyalty and the moderating effects of personality traits, namely, consumer innovativeness, variety-seeking and relationship proneness, in the context of fast-moving consumer goods. Design/methodology/approach Data were collect...

In order to encourage people with mobility impairments (PwMI) to become active tourists, it is crucial to enhance their self-determination for overcoming travel constraints. This study proposes mental construal priming as a relatively efficient approach to facilitating self-determined travel pursuits among PwMI. Two pretest-posttest web-based exper...

The aim of this research is to propose and test a comprehensive research model to understand the influence of food quality, service quality, ambiance, and value on consumer WTP in negative service encounters. Using DINESERV as the theoretical background, a mixed methodology (ANOVA and structural equation modeling) was utilized for the study using a...

The framework offered in this study provides empirical evidence concerning the interaction between distributive, procedural and interactional perceived justice and loyalty program satisfaction on relational satisfaction in the mobile telecommunication context. Firms that rely on justice perception for strategy implementation are able to attain cust...

Purpose This study aimed to examine factors affecting restaurant customers’ intention to use NFC-based mobile payment (MP) technology. More specifically, based on the valence theory, this paper examined the impacts of users’ negative valence (perceived risk and privacy concern) and positive valence (utilitarian value and convenience) perceptions t...

Purpose The purpose of this paper is to investigate potential barriers to deployment of information technology (IT) projects and evaluate strategies to overcome them in hotel companies. Design/methodology/approach Empirical data were collected through a series of in-depth semi-structured interviews from IT managers, chief information officers, and...

With the increase in the volume and complexity of air travel, the air transportation industry is undergoing a period of rapid evolution. Airports, as key players in the industry, are increasingly rebranding themselves as destinations, instead of just thoroughfares. In the post-9/11 world, travelers tend to spend more time in airports due to changes...

This study aims to provide an integrated model that examines the determinants of near-field communication (NFC) based mobile payment (MP) technology acceptance in the restaurant industry.The proposed model, which combines the unified theory of acceptance and use of technology (UTAUT) and technology acceptance model (TAM), was tested via structural...

Advancements in information communication technologies (ICTs) and internet tools have transformed the way businesses are run in the service and manufacturing industries. The tourism industry is no exception to this transformation; and with its increased accessibility, travellers have become more dependent on the internet not just for seeking out ba...

The present study aims to develop and test a theory-based model of website interactivity as an online branding tool. It explores the relationships among website interactivity, the dimensions of brand knowledge, and brand value in the context of hotel booking websites. An online questionnaire was completed by four hundred forty two (n = 442) respons...

The purpose of this study is to propose a theoretical framework to harness creativity and innovation through people and technology. This study is grounded based on an extensive synthesis of previous scientific research and industry practices. It undertakes a detailed review of the literature to derive a framework and detail research and practical g...

Purpose Advances in technology and in subsequent guest-related amenities have the potential to improve the guest experience and also increase both guestroom revenues and ancillary room revenues. Innovative technologies will be one of the prime differentiators of hotel companies in the twenty-first century. However, it is important for hoteliers to...

This study develops and empirically tests a virtual interactivity (VI) framework in the context of travel-related online social network (OSN) websites. Data was collected from 236 respondents. The findings reveal that system quality, psychological benefits, brand awareness, and reward activities positively affect VI in OSN websites. In return, VI p...