Truc H. Le , Dung (Jenny) Le , Rawan Nimri , Sara Quach Thaichon
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引用次数: 0
Abstract
Disasters and crises, including the COVID-19 pandemic, have created an uncertain and challenging environment, particularly for the hospitality and service-based industries, forcing managers to seek effective approaches in designing and staging delightful experiences in post-crisis conditions. This paper aims to advance research in delightful customer experiences in the hospitality and service-based industries in the post-crisis “new normal” conditions by (1) systematically and critically reviewing non-crisis and pre-pandemic findings on customer delight, (2) updating and structuring new findings in times of crisis and during the pandemic, and (3) thus suggesting new ways of conceptualising customer delight in the “new normal” conditions. Several conceptual gaps are identified based on this systematic critical review, which eventuates the development of a dual-pathway framework in the "new normal" context. Following this, several future research directions and practical implications for more effective delightful experience management are provided.
期刊介绍:
The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation.
In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field.
The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.