Engaging and retaining customers with AI and employee service

Article

Prentice, Catherine and Nguyen, Mai. 2020. "Engaging and retaining customers with AI and employee service." Journal of Retailing and Consumer Services. 56, pp. 1-13. https://doi.org/10.1016/j.jretconser.2020.102186
Article Title

Engaging and retaining customers with AI and employee service

ERA Journal ID19837
Article CategoryArticle
AuthorsPrentice, Catherine (Author) and Nguyen, Mai (Author)
Journal TitleJournal of Retailing and Consumer Services
Journal Citation56, pp. 1-13
Article Number102186
Number of Pages13
Year2020
PublisherElsevier
Place of PublicationUnited Kingdom
ISSN0969-6989
1873-1384
Digital Object Identifier (DOI)https://doi.org/10.1016/j.jretconser.2020.102186
Web Address (URL)https://www.sciencedirect.com/science/article/pii/S0969698920306184
Abstract

Artificial intelligence (AI) permeates in service organisations as a tool to enhance operational efficiency and improve customer experience. Reports show that most consumers prefer human interactions with service employees. Drawing on this observation, the current study examines how customers' service experiences with employees and AI influence customer engagement and loyalty. Customers’ emotional intelligence is proposed as a moderator between service experience and customer engagement. The study was conducted with hotel customers in Australia. The results show that whilst both service experience with employees and AI are significantly related to customer engagement and loyalty, only certain dimensions make significant unique variances in the outcome variables. The findings indicate that customers prefer employee service. These service experiences also have significant partial mediation effects on customer loyalty. Emotional intelligence has a significant moderation effect on customer engagement. Discussion of these findings and implications derived from this study concludes this paper.

KeywordsArtificial intelligence; Customer engagement; Customer loyalty; Emotional intelligence; Service experience
ANZSRC Field of Research 2020350799. Strategy, management and organisational behaviour not elsewhere classified
350699. Marketing not elsewhere classified
Public Notes

Files associated with this item cannot be displayed due to copyright restrictions.

Byline AffiliationsGriffith University
Institution of OriginUniversity of Southern Queensland
Permalink -

https://research.usq.edu.au/item/q7834/engaging-and-retaining-customers-with-ai-and-employee-service

Log in to edit
  • 116
    total views
  • 2
    total downloads
  • 1
    views this month
  • 0
    downloads this month

Export as

Related outputs

Developing a cobotic model for employee and customer engagement
Prentice, Catherine, Habib, John, Thaichon, Park and Gururajan, Raj. 2024. "Developing a cobotic model for employee and customer engagement." 27th Biennial International Congress on Tourism and Hospitality Industry 2024 (THI) . Opatija, Croatia 06 - 07 Jun 2024 Croatia. https://doi.org/10.20867/thi.27.29
A Journey From Customer Acquisition to Retention: An Integrative Model for Guiding Future Gaming Marketing Research
Tuguinay, Jovanie, Prentice, Catherine, Moyle, Brent, Vada, Sera and Weaven, Scott. 2024. "A Journey From Customer Acquisition to Retention: An Integrative Model for Guiding Future Gaming Marketing Research." Cornell Hospitality Quarterly: hospitality leadership through learning. 65 (3), pp. 335-353. https://doi.org/10.1177/19389655231214718
Technology adoption in the academic community: a multi-perspective study
Prentice, Catherine, Sengel, Ümit and Çevrimkaya, Mustafa. 2024. "Technology adoption in the academic community: a multi-perspective study." Anatolia. https://doi.org/10.1080/13032917.2024.2399553
Work-life imbalance, burning out, feeling down, I will quit, but quietly–the case of hospitality employees
Prentice, Catherine, Dominique-Ferreira, Sergio, Wang, Xuequn, Tuominen, Jesse, Duarte, Márcia and Rocha, Helena. 2024. "Work-life imbalance, burning out, feeling down, I will quit, but quietly–the case of hospitality employees." Journal of Hospitality Marketing and Management. 34 (1), pp. 24-45. https://doi.org/10.1080/19368623.2024.2389074
Symmetrical and asymmetrical approaches to brand loyalty– The case of intelligent voice assistants
He, Wei, Prentice, Catherine and Wang, Xuequn. 2024. "Symmetrical and asymmetrical approaches to brand loyalty– The case of intelligent voice assistants." Journal of Business Research. 183. https://doi.org/10.1016/j.jbusres.2024.114850
Understanding the Effects of Reservation Systems and Online Transaction Capacity on the Competitiveness of Travel Agencies
Iskin, Merve, Prentice, Catherine, Eker, Nuray and Sengel, Umit. 2024. "Understanding the Effects of Reservation Systems and Online Transaction Capacity on the Competitiveness of Travel Agencies." European Journal of Tourism, Hospitality and Recreation. 14 (1), pp. 55-70. https://doi.org/10.2478/ejthr-2024-0004
Consumer confidence and cryptocurrency excess returns: a three-factor model
Peng, Sanshao, Shams, Syed, Prentice, Catherine and Sarker, Tapan. 2024. "Consumer confidence and cryptocurrency excess returns: a three-factor model." Global Finance Journal. 62. https://doi.org/10.1016/j.gfj.2024.101029
Organizational Commitment: The Role of Organizational Happiness and Quiet Quitting
Dominique-Ferreira, Sergio, Oliveira, Marina and Prentice, Catherine. 2024. "Organizational Commitment: The Role of Organizational Happiness and Quiet Quitting." 2023 International Conference on Tourism, Technology and Systems (ICOTTS 2023). Bacalar, Mexico 02 - 04 Nov 2023 Singapore . Springer. https://doi.org/10.1007/978-981-99-9758-9_6
Experience-driven well-being and purchase: An alternative model of memorable wine tourism experiences
Sthapit, Erose, Prentice, Catherine, Ji, Chunli, Yang, Ping, Garrod, Brian and Björk, Peter. 2024. "Experience-driven well-being and purchase: An alternative model of memorable wine tourism experiences." International Journal of Tourism Research. 26 (2). https://doi.org/10.1002/jtr.2645
Demystifying Intuitional and Rational Decision-Marking: Symmetrical and Asymmetrical Analysis
Mi, Lili, Prentice, Catherine, Taskin, Nazim and Pauleen, David. 2024. "Demystifying Intuitional and Rational Decision-Marking: Symmetrical and Asymmetrical Analysis." Australasian Marketing Journal. https://doi.org/10.1177/14413582241244811
Firm engagement: Scale development and verification
Han, Xiaoyun, Zheng, Yundan, Prentice, Catherine and Chen, Shuping. 2024. "Firm engagement: Scale development and verification." Journal of Retailing and Consumer Services. 80. https://doi.org/10.1016/j.jretconser.2024.103902
A comparative analysis of supply chain management between Portugal and Ireland
Dominique-Ferreira, Sérgio, Brophy, Richard and Prentice, Catherine. 2024. "A comparative analysis of supply chain management between Portugal and Ireland." European Journal of Management and Business Economics. https://doi.org/10.1108/EJMBE-04-2022-0118
Integrating Artificial Intelligence and Customer Experience
Chen, Ying and Prentice, Catherine. 2024. "Integrating Artificial Intelligence and Customer Experience." Australasian Marketing Journal. https://doi.org/10.1177/14413582241252904
Shaping destination marketing with norms and personality
Wasaya, Allah, Prentice, Catherine and Hsiao, Aaron. 2024. "Shaping destination marketing with norms and personality." Journal of Retailing and Consumer Services. 77. https://doi.org/10.1016/j.jretconser.2023.103643
Experience-driven well-being: the case of unmanned smart hotels
Sthapit, Erose, Ji, Chunli, Yang, Yang, Prentice, Catherine, Garrod, Brian and Yang, Huijun. 2024. "Experience-driven well-being: the case of unmanned smart hotels." International Journal of Contemporary Hospitality Management. 36 (13). https://doi.org/10.1108/IJCHM-07-2023-1063
Build trust, they will come: the case of casino high rollers!
Ji, Chunli, Prentice, Catherine, Sthapit, Erose and Lei, Inman. 2024. "Build trust, they will come: the case of casino high rollers!" International Journal of Contemporary Hospitality Management. 36 (10), pp. 3361-3377. https://doi.org/10.1108/IJCHM-07-2023-0929
Symmetrical and asymmetrical analysis of the complex relationship between perceived environmental uncertainty and creative performance: exploring a competency formula
Darvishmotevali, Mahlagha, Prentice, Catherine and Altinay, Levent. 2024. "Symmetrical and asymmetrical analysis of the complex relationship between perceived environmental uncertainty and creative performance: exploring a competency formula." International Journal of Contemporary Hospitality Management. 36 (10), pp. 3453-3473. https://doi.org/10.1108/IJCHM-06-2023-0776
Norms and consumer behaviors in tourism: a systematic literature review
Wasaya, Allah, Prentice, Catherine and Hsiao, Aaron. 2024. "Norms and consumer behaviors in tourism: a systematic literature review." Tourism Review. 79 (4), pp. 923-938. https://doi.org/10.1108/TR-03-2023-0151
Exploring the Role of Omnichannel Retailing Technologies: Future Research Directions
Thaichon, Park, Quach, Sara, Barari, Mojtaba and Nguyen, Mai. 2024. "Exploring the Role of Omnichannel Retailing Technologies: Future Research Directions." Australasian Marketing Journal. 32 (2), pp. 162-177. https://doi.org/10.1177/14413582231167664
Addressing data quality in Airbnb research
Prentice, Catherine and Pawlicz, Adam. 2024. "Addressing data quality in Airbnb research." International Journal of Contemporary Hospitality Management. 36 (3), pp. 812-832. https://doi.org/10.1108/IJCHM-10-2022-1207
A systematic literature review on the determinants of cryptocurrency pricing
Peng, Sanshao, Prentice, Catherine, Shams, Syed and Sarker, Tapan. 2024. "A systematic literature review on the determinants of cryptocurrency pricing." China Accounting and Finance Review. 26 (1), pp. 1-30. https://doi.org/10.1108/CAFR-05-2023-0053
Leveraging Emotional and Artificial Intelligence for Organisational Performance
Prentice, Catherine. 2023. Leveraging Emotional and Artificial Intelligence for Organisational Performance. Singapore. Springer.
Exploring the Role of Emotional Intelligence and Artificial Intelligence on Luxury Value and Customer-Based Outcomes
Dominique-Ferreira, Sérgio Dominique-Ferreira, Gomes, Helena, Brito, Pedro Quelhas and Prentice, Catherine. 2023. "Exploring the Role of Emotional Intelligence and Artificial Intelligence on Luxury Value and Customer-Based Outcomes." 2022 International Conference in Information Technology and Education (ICITED’22). Rio de Janeiro, Brazil 14 - 16 Jul 2022 Singapore. Springer. https://doi.org/10.1007/978-981-19-6585-2_48
Managing burnout from engagement-derived acting strategy
Prentice, Catherine, Snell, Lan and Sok, Phyra. 2023. "Managing burnout from engagement-derived acting strategy." Journal of Service Theory and Practice. 33 (4), pp. 577-597. https://doi.org/10.1108/JSTP-07-2022-0144
Want to feel better, share what you know
Prentice, Catherine, Zeidan, Susan and Nguyen, Mai. 2023. "Want to feel better, share what you know." Knowledge Management Research and Practice. 21 (5), pp. 1008-1019. https://doi.org/10.1080/14778238.2023.2169203
Artificial intelligence as a boundary-crossing object for employee engagement and performance
Prentice, Catherine, Wong, IpKin Anthony and Lin, Zhiwei. 2023. "Artificial intelligence as a boundary-crossing object for employee engagement and performance." Journal of Retailing and Consumer Services. 73. https://doi.org/10.1016/j.jretconser.2023.103376
Engaging with intelligent voice assistants for wellbeing and brand attachment
Prentice, Catherine, Loureiro, Sandra Maria Correia and Guerreiro, João. 2023. "Engaging with intelligent voice assistants for wellbeing and brand attachment." Journal of Brand Management. 30 (5), pp. 449-460. https://doi.org/10.1057/s41262-023-00321-0
Supply chain management in the insurance industry – symmetrical and asymmetrical analysis
Prentice, Catherine, Dominique-Ferreira, Sergio and Wang, Xuequn. 2023. "Supply chain management in the insurance industry – symmetrical and asymmetrical analysis." Journal of Business and Industrial Marketing. 38 (11).
Chatbots in frontline services and customer experience: An anthropomorphism perspective
Nguyen, Mai, Ferm, Lars-Erik Casper, Quach, Sara, Pontes, Nicolas and Thaichon, Park. 2023. "Chatbots in frontline services and customer experience: An anthropomorphism perspective." Psychology and Marketing. 40 (11), pp. 2201-2225. https://doi.org/10.1002/mar.21882
Do major health shocks affect the interconnectedness of E-commerce and electronic payment markets? a regional analysis
Gunay, Samet, Prentice, Catherine and Sraieb, Mohamed. 2023. "Do major health shocks affect the interconnectedness of E-commerce and electronic payment markets? a regional analysis." Electronic Commerce Research. https://doi.org/10.1007/s10660-022-09669-y
Identifying an Optimal Model for Blockchain Technology Adoption in the Agricultural Sector
Gandhi Maniam, Peter Sasitharan, Prentice, Catherine, Sassenberg, Anne-Marie and Soar, Jeffrey. 2023. "Identifying an Optimal Model for Blockchain Technology Adoption in the Agricultural Sector." Logistics (MDPI AG). 7 (3), pp. 1-19. https://doi.org/10.3390/logistics7030059
The Influence of Web Design on Customer Engagement with an Online Travel Agency
Dominique-Ferreira, Sergio, Viana, Marta, Prentice, Catherine and Martins, Nuno. 2022. "The Influence of Web Design on Customer Engagement with an Online Travel Agency." Abreu, Antonio, Liberato, Dalia and Ojeda, Juan Carlos Garcia (ed.) 2021 International Conference on Tourism, Technology and Systems (ICOTTS 21). Cartagena de Indias, Colombia 04 - 06 Nov 2021 Singapore. https://doi.org/10.1007/978-981-19-1040-1_28
The influence of travel companionships on memorable tourism experiences, well-being, and behavioural intentions
Vada, Sera, Prentice, Catherine, Filep, Sebastian and King, Brian. 2022. "The influence of travel companionships on memorable tourism experiences, well-being, and behavioural intentions." International Journal of Tourism Research. 24 (5), pp. 714-724. https://doi.org/10.1002/jtr.2533
Securing jobs with individual trait and organisational support?
Zeidan, Susan, Prentice, Catherine and Nguyen, Mai. 2023. "Securing jobs with individual trait and organisational support?" International Journal of Organizational Analysis. 31 (6), pp. 2707-2728. https://doi.org/10.1108/IJOA-12-2021-3076
Systematic literature review on emotional intelligence and conflict management
Winardi, Michael Aswin, Prentice, Catherine and Weaven, Scott. 2022. "Systematic literature review on emotional intelligence and conflict management." Journal of Global Scholars of Marketing Science: Bridging Asia and the World (Quanqiu Yingxiao Kexue Yanjiuyuan Xuebao). 32 (3), pp. 372-397. https://doi.org/10.1080/21639159.2020.1808847
Beliefs about the factors that motivate prosocial sentiments among people in the privileged class of Pakistan during the COVID-19 pandemic
Ahmed, Ahsan Mehmood, Rasool, Shahid, Prentice, Catherine and Ahmad, Muhammad Hissan. 2022. "Beliefs about the factors that motivate prosocial sentiments among people in the privileged class of Pakistan during the COVID-19 pandemic." Journal of Social Issues. 78 (3), pp. 717-736. https://doi.org/10.1111/josi.12506
A systematic literature review of AI in the sharing economy
Chen, Ying, Prentice, Catherine, Weaven, Scott and Hsiao, Aaron. 2022. "A systematic literature review of AI in the sharing economy." Journal of Global Scholars of Marketing Science: Bridging Asia and the World (Quanqiu Yingxiao Kexue Yanjiuyuan Xuebao). 32 (3), pp. 434-451. https://doi.org/10.1080/21639159.2020.1808850
Managing eWOM for hotel performance
Mathews, Shane, Prentice, Catherine, Tsou, Alice, Weeks, Clinton, Tam, Lisa and Luck, Edwina. 2022. "Managing eWOM for hotel performance." Journal of Global Scholars of Marketing Science: Bridging Asia and the World (Quanqiu Yingxiao Kexue Yanjiuyuan Xuebao). 32 (3), pp. 331-350. https://doi.org/10.1080/21639159.2020.1808844
The influence of risk perception and brand image on airline passengers' travel behaviours
Prentice, Catherine and Manhas, Parikshat Singh. 2018. "The influence of risk perception and brand image on airline passengers' travel behaviours." 28th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2018). Newcastle, Australia 05 - 08 Feb 2018 Newcastle, Australia.
Too old to Shop? A Comparative Analysis of the Engagement of Junior and Senior Customers in Social Commerce
Wang, Xuequn, Gewald, Heiko, Lin, Xiaolin and Prentice, Catherine. 2020. "Too old to Shop? A Comparative Analysis of the Engagement of Junior and Senior Customers in Social Commerce." 53rd Annual Hawaii International Conference on System Sciences (HICSS 2020). Maui, United States 07 - 10 Jan 2020 Maui, United States.
Developing a digital platform based on a design and marketing approach
Dominique-Ferreira, Sergio, Viana, Marta and Prentice, Catherine. 2021. "Developing a digital platform based on a design and marketing approach." Rocha, Alvaro, Goncalves, Ramiro, Penalvo, Francisco Garcia and Martins, Jose (ed.) 16th Iberian Conference on Information Systems and Technologies (CISTI 2021). Chaves, Portugal 23 - 26 Jun 2021 United States. https://doi.org/10.23919/CISTI52073.2021.9476363
Understanding Short-Term Rental Data Sources - A Variety of Second-Best Solutions
Pawlicz, Adam and Prentice, Catherine. 2021. "Understanding Short-Term Rental Data Sources - A Variety of Second-Best Solutions." Buhalis, Dimitrios, Ekiz, Erdogan, Gracan, Daniela, Ivanov, Stanislav, Kesar, Oliver, Nizic, Marinela Krstinic, Mihalic, Tanja and Rakic, Tijana (ed.) 6th International Scientific Conference: ToSEE - Tourism in Southern and Eastern Europe (2021). Opatija, Croatia 30 Jun - 02 Jul 2021 Opatija, Croatia.
Trait Emotional Intelligence, Personality and the Self-Perceived Performance Ratings of Casino Key Account Representatives
Prentice, Catherine. 2008. Trait Emotional Intelligence, Personality and the Self-Perceived Performance Ratings of Casino Key Account Representatives. PhD Thesis Victoria University.
The relationship between personality, emotional intelligence and adaptiveness in the casino industry
Prentice, Catherine. 2010. "The relationship between personality, emotional intelligence and adaptiveness in the casino industry." 7th International Conference on Public Welfare and Gaming Industry (2010). Beijing, China
The Role of Relationship Selling in the Performance of Casino Employees
Prentice, Catherine and King, Brian. 2010. "The Role of Relationship Selling in the Performance of Casino Employees." Wells, Malcolm (ed.) 20th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2010). Hobart, Tasmania 08 - 11 Feb 2010 Hobart, Tasmania.
Relationship selling and the service performance of casino frontline employees
Prentice, Catherine and King, Brian. 2010. "Relationship selling and the service performance of casino frontline employees." Wells, Malcolm (ed.) 20th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2010). Hobart, Tasmania 08 - 11 Feb 2010 Hobart, Australia.
Emotional labour and its consequences: The moderating effect of emotional intelligence
Prentice, Catherine. 2013. "Emotional labour and its consequences: The moderating effect of emotional intelligence." Individual Sources, Dynamics, and Expressions of Emotion. Bingley, United Kingdom. Emerald. pp. 187-201
Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach
Prentice, Catherine and King, Brian E. M.. 2013. "Impacts of personality, emotional intelligence and adaptiveness on service performance of casino hosts: A hierarchical approach." Journal of Business Research. 66 (9), pp. 1637-1643. https://doi.org/10.1016/j.jbusres.2012.12.009
Impacts of the Structure of the Casino Industry
Thompson, William and Prentice, Catherine. 2013. "Impacts of the Structure of the Casino Industry." 15th International Conference on Gambling and Risk Taking (2013). Las Vegas, United States 13 May 2013 Las Vegas, United States.
Should Casinos Exist as Monopolies or Should Casinos Be in Open Markets
Thompson, William N. and Prentice, Catherine. 2013. "Should Casinos Exist as Monopolies or Should Casinos Be in Open Markets." UNLV Gaming Law Journal. 4 (1), pp. 39-72.
Who stays, who walks, and why in high-intensity service contexts
Prentice, Catherine. 2014. "Who stays, who walks, and why in high-intensity service contexts." Journal of Business Research. 67 (4), pp. 608-614. https://doi.org/10.1016/j.jbusres.2013.02.044
The relationship between casino service and gambler loyalty
Prentice, Catherine. 2014. "The relationship between casino service and gambler loyalty." 24th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2014). Brisbane, Australia 10 - 13 Feb 2014 Brisbane, Australia.
To Gamble or Not? Perceptions of Macau Among Mainland Chinese and Hong Kong Visitors
Zeng, ZhongLu, Prentice, Catherine and King, Brian Edward. 2014. "To Gamble or Not? Perceptions of Macau Among Mainland Chinese and Hong Kong Visitors." International Journal of Tourism Research. 16 (2), pp. 105-112. https://doi.org/10.1002/jtr.1902
Gambler Loyalty – A Qualitative and Quantitative Investigation
Prentice, Catherine. 2015. "Gambler Loyalty – A Qualitative and Quantitative Investigation." Campbell, Colin and Ma, Junzhao Jonathon (ed.) Looking Forward, Looking Back: Drawing on the Past to Shape the Future of Marketing. Cham, Switzerland. Springer. pp. 760-760
Service Quality Perception and Casino Player Loyalty
Prentice, Catherine. 2016. "Service Quality Perception and Casino Player Loyalty." Obal, Michael W., Krey, Nina and Bushardt, Christian (ed.) Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era: Proceedings of the 2014 Academy of Marketing Science (AMS) Annual Conference. Cham, Switzerland. Springer. pp. 405-410
Emotional intelligence and marketing
Prentice, Catherine. Venkatesh, Sandhya (ed.) 2019. Emotional intelligence and marketing. Singapore. World Scientific Publishing.
Intrinsic and extrinsic motives in engaging in the sharing economy in tourism
Prentice, Catherine, Mathews, Shane and Chen, Ying. 2019. "Intrinsic and extrinsic motives in engaging in the sharing economy in tourism." 29th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2019). Cairns, Australia 11 - 14 Feb 2019 Cairns, Australia.
Using fuzzy-set qualitative comparative analysis for a finer-grained understanding of entrepreneurship
Douglas, Evan J., Shepherd, Dean A. and Prentice, Catherine. 2020. "Using fuzzy-set qualitative comparative analysis for a finer-grained understanding of entrepreneurship." Journal of Business Venturing. 35 (1), pp. 1-17. https://doi.org/10.1016/j.jbusvent.2019.105970
Reverse relationship between reward, knowledge sharing and performance
Nguyen, Tuyet-Mai and Prentice, Catherine. 2022. "Reverse relationship between reward, knowledge sharing and performance." Knowledge Management Research and Practice. 20 (4), pp. 516-527. https://doi.org/10.1080/14778238.2020.1821588
Benchmarking and Rebranding a Handcraft Brand
Dominique-Ferreira, Sergio, Roque, Andreia and Prentice, Catherine. 2021. "Benchmarking and Rebranding a Handcraft Brand." Martins, Nuno, Brandao, Daniel and da Silva, Fernando Moreira (ed.) Perspectives on Design and Digital Communication II: Research, Innovations and Best Practices. Cham, Switzerland. Springer. pp. 351-367
Emotional Intelligence and Service Quality
Prentice, Catherine. 2022. "Emotional Intelligence and Service Quality." Buhalis, Dimitrios (ed.) Encyclopedia of Tourism Management and Marketing. United Kingdom. Edward Elgar Publishing.
The influence of emotional intelligence on the service performance of casino frontline employees
Prentice, Catherine and King, Brian. 2011. "The influence of emotional intelligence on the service performance of casino frontline employees." Tourism and Hospitality Research: the Surrey quarterly review. 11 (1), pp. 49-66. https://doi.org/10.1057/thr.2010.21
Relationship marketing in the casino industry
Prentice, Catherine and King, Brian. 2011. "Relationship marketing in the casino industry." Journal of Vacation Marketing. 17 (1), pp. 51-63. https://doi.org/10.1177/1356766710391135
Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel
Prentice, Catherine and King, Brian E. M.. 2012. "Emotional Intelligence in a Hierarchical Relationship: Evidence for Frontline Service Personnel." Services Marketing Quarterly. 33 (1), pp. 34-48. https://doi.org/10.1080/15332969.2012.633426
Casino Service Quality, Tiered Customer Segments, and Casino Player Retention
Prentice, Catherine, King, Brian E. M. and Ohtsuka, Keis. 2012. "Casino Service Quality, Tiered Customer Segments, and Casino Player Retention." Services Marketing Quarterly. 33 (4), pp. 277-291. https://doi.org/10.1080/15332969.2012.714700
Service quality perceptions and customer loyalty in casinos
Prentice, Catherine. 2013. "Service quality perceptions and customer loyalty in casinos." International Journal of Contemporary Hospitality Management. 25 (1), pp. 49-64. https://doi.org/10.1108/09596111311290219
Attitudinal and Behavioral Loyalty Amongst Casino Players in Macau
Prentice, Catherine. 2013. "Attitudinal and Behavioral Loyalty Amongst Casino Players in Macau." Services Marketing Quarterly. 34 (4), pp. 309-321. https://doi.org/10.1080/15332969.2013.827067
Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts
Prentice, Catherine, Chen, Po-Ju and King, Brian. 2013. "Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts." International Journal of Hospitality Management. 35, pp. 225-236. https://doi.org/10.1016/j.ijhm.2013.06.007
Emotional intelligence and adaptability– Service encounters between casino hosts and premium players
Prentice, Catherine and King, Brian E. M.. 2013. "Emotional intelligence and adaptability– Service encounters between casino hosts and premium players." International Journal of Hospitality Management. 32, pp. 287-294. https://doi.org/10.1016/j.ijhm.2012.06.004
Problem Gamblers’ Harsh Gaze on Casino Services
Prentice, Catherine and Woodside, Arch G.. 2013. "Problem Gamblers’ Harsh Gaze on Casino Services." Psychology and Marketing. 30 (12), pp. 1108-1123. https://doi.org/10.1002/mar.20670
Linking service quality, customer satisfaction and loyalty in casinos, does membership matter?
Shi, Yongdong, Prentice, Catherine and He, Wei. 2014. "Linking service quality, customer satisfaction and loyalty in casinos, does membership matter?" International Journal of Hospitality Management. 40, pp. 81-91. https://doi.org/10.1016/j.ijhm.2014.03.013
The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns
Thaichon, Paramaporn, Lobo, Antonio, Prentice, Catherine and Quach, Thu Nguyen. 2014. "The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns." Journal of Retailing and Consumer Services. 21 (6), pp. 1047-1058. https://doi.org/10.1016/j.jretconser.2014.06.006
A patron, a referral and why in Macau casinos—The case of mainland Chinese gamblers
Zeng, Zhong Lu and Prentice, Catherine. 2014. "A patron, a referral and why in Macau casinos—The case of mainland Chinese gamblers." International Journal of Hospitality Management. 36, pp. 167-175. https://doi.org/10.1016/j.ijhm.2013.09.001
Multiple Ps′ effects on gambling, drinking and smoking: Advancing theory and evidence
Prentice, Catherine and Cotte, June. 2015. "Multiple Ps′ effects on gambling, drinking and smoking: Advancing theory and evidence." Journal of Business Research. 68 (10), pp. 2045-2222. https://doi.org/10.1016/j.jbusres.2015.03.001
Casino marketing, problem gamblers or loyal customers?
Prentice, Catherine and Wong, IpKin Anthony. 2015. "Casino marketing, problem gamblers or loyal customers?" Journal of Business Research. 68 (10), pp. 2084-2092. https://doi.org/10.1016/j.jbusres.2015.03.006
Multilevel environment induced impulsive gambling
Wong, IpKin Anthony and Prentice, Catherine. 2015. "Multilevel environment induced impulsive gambling." Journal of Business Research. 68 (10), pp. 2102-2108. https://doi.org/10.1016/j.jbusres.2015.03.008
Revisiting Problem Gamblers’ Harsh Gaze on Casino Services: Applying Complexity Theory to Identify Exceptional Customers
Woodside, Arch G., Prentice, Catherine and Larsen, Anders. 2015. "Revisiting Problem Gamblers’ Harsh Gaze on Casino Services: Applying Complexity Theory to Identify Exceptional Customers." Psychology and Marketing. 32 (1), pp. 65-77. https://doi.org/10.1002/mar.20763
Quality, Value?– Insights into Medical Tourists’ Attitudes and Behaviors
Prajitmutita, Lyn Manassannan, Perenyi, Aron and Prentice, Catherine. 2016. "Quality, Value?– Insights into Medical Tourists’ Attitudes and Behaviors." Journal of Retailing and Consumer Services. 31, pp. 207-216. https://doi.org/10.1016/j.jretconser.2016.04.005
Leveraging employee emotional intelligence in casino profitability
Prentice, Catherine. 2016. "Leveraging employee emotional intelligence in casino profitability." Journal of Retailing and Consumer Services. 33, pp. 127-134. https://doi.org/10.1016/j.jretconser.2016.08.011
Customer Empowerment to Co-Create Service Designs and Delivery: Scale Development and Validation
Prentice, Catherine, Han, Xiao-Yun and Li, Yao-Qi. 2016. "Customer Empowerment to Co-Create Service Designs and Delivery: Scale Development and Validation." Services Marketing Quarterly. 37 (1), pp. 36-51. https://doi.org/10.1080/15332969.2015.1112182
Insights into Vodka consumer attitude and purchasing behaviors
Prentice, Catherine and Handsjuk, Nikolai. 2016. "Insights into Vodka consumer attitude and purchasing behaviors." Journal of Retailing and Consumer Services. 32, pp. 7-14. https://doi.org/10.1016/j.jretconser.2016.05.009
Embracing or fighting the urge: A multilevel investigation on casino service, branding and impulsive gambling
Prentice, Catherine and Wong, IpKin Anthony. 2016. "Embracing or fighting the urge: A multilevel investigation on casino service, branding and impulsive gambling." International Journal of Hospitality Management. 56, pp. 109-118. https://doi.org/10.1016/j.ijhm.2016.04.009
An asymmetrical approach to understanding configurations of customer loyalty in the airline industry
Prentice, Catherine and Loureiro, Sandra Maria Correia. 2017. "An asymmetrical approach to understanding configurations of customer loyalty in the airline industry." Journal of Retailing and Consumer Services. 38, pp. 96-107. https://doi.org/10.1016/j.jretconser.2017.05.005
Uncovering the service profit chain in the casino industry
Prentice, Catherine, Wong, IpKin Anthony and Lam, Desmond. 2017. "Uncovering the service profit chain in the casino industry." International Journal of Contemporary Hospitality Management. 29 (11), pp. 2826-2846. https://doi.org/10.1108/IJCHM-02-2016-0089
Celebrity endorsement and stock market return
Prentice, Catherine and Zhang, Lei. 2017. "Celebrity endorsement and stock market return." Marketing Intelligence and Planning. 35 (4), pp. 529-543. https://doi.org/10.1108/MIP-10-2016-0197
New marketing in fashion e-commerce
Guercini, Simone, Bernal, Pedro Mir and Prentice, Catherine. 2018. "New marketing in fashion e-commerce." Journal of Global Fashion Marketing. 9 (1), pp. 1-8. https://doi.org/10.1080/20932685.2018.1407018
Consumer-based approach to customer engagement– The case of luxury brands
Prentice, Catherine and Loureiro, Sandra Maria Correia. 2018. "Consumer-based approach to customer engagement– The case of luxury brands." Journal of Retailing and Consumer Services. 43, pp. 325-332. https://doi.org/10.1016/j.jretconser.2018.05.003
An Organic Approach to Customer Engagement and Loyalty
Prentice, Catherine, Wang, Xuequn and Lin, Xiaolin. 2020. "An Organic Approach to Customer Engagement and Loyalty." Journal of Computer Information Systems. 60 (4), pp. 326-335. https://doi.org/10.1080/08874417.2018.1485528
From gambling exposure to adaptation: Implications for casino sustainability
Prentice, Catherine and Zeng, Zhonglu. 2018. "From gambling exposure to adaptation: Implications for casino sustainability." Journal of Retailing and Consumer Services. 41, pp. 31-36. https://doi.org/10.1016/j.jretconser.2017.11.004
The effects of brand identity on brand performance in the service sector
Casidy, Riza, Prentice, Catherine and Wymer, Walter. 2019. "The effects of brand identity on brand performance in the service sector." Journal of Strategic Marketing. 27 (8), pp. 651-665. https://doi.org/10.1080/0965254X.2018.1464050
Innovation and profit motivations for social entrepreneurship: A fuzzy-set analysis
Douglas, Evan and Prentice, Catherine. 2019. "Innovation and profit motivations for social entrepreneurship: A fuzzy-set analysis." Journal of Business Research. 99, pp. 69-79. https://doi.org/10.1016/j.jbusres.2019.02.031
Emotional intelligence and tourist experience: a perspective article
Prentice, Catherine. 2019. "Emotional intelligence and tourist experience: a perspective article." Tourism Review. 75 (1), pp. 52-55. https://doi.org/10.1108/TR-06-2019-0243
The role of airport service quality in airport and destination choice
Prentice, Catherine and Kadan, Mariam. 2019. "The role of airport service quality in airport and destination choice." Journal of Retailing and Consumer Services. 47, pp. 40-48. https://doi.org/10.1016/j.jretconser.2018.10.006
The influence of brand experience and service quality on customer engagement
Prentice, Catherine, Wang, Xuequn and Loureiro, Sandra Maria Correia. 2019. "The influence of brand experience and service quality on customer engagement." Journal of Retailing and Consumer Services. 50, pp. 50-59. https://doi.org/10.1016/j.jretconser.2019.04.020
Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity
Ou, Juanjuan, Wong, IpKin Anthony, Prentice, Catherine and Liu, Matthew Tingchi. 2020. "Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity." Journal of Hospitality and Tourism Research. 44 (2), pp. 377-402. https://doi.org/10.1177/1096348019897360
Testing complexity theory in service research
Prentice, Catherine. 2020. "Testing complexity theory in service research." Journal of Services Marketing. 34 (2), pp. 149-162. https://doi.org/10.1108/JSM-09-2019-0353
Enhancing the tourist experience with emotional intelligence
Prentice, Catherine. 2020. "Enhancing the tourist experience with emotional intelligence." Tourism Review. 75 (5), pp. 733-744. https://doi.org/10.1108/TR-06-2019-0254
FOR A SPECIAL ISSUE ON COVID-19 and Service Industries
Prentice, Catherine, Kabadayi, Sertan and Woodside, Arch. Prentice, Catherine, Kabadayi, Sertan and Woodside, Arch (ed.) 2020. FOR A SPECIAL ISSUE ON COVID-19 and Service Industries. United Kingdom. Routledge.
Linking AI quality performance and customer engagement: The moderating effect of AI preference
Prentice, Catherine, Weaven, Scott and Wong, IpKin Anthony. 2020. "Linking AI quality performance and customer engagement: The moderating effect of AI preference." International Journal of Hospitality Management. 90, pp. 1-10. https://doi.org/10.1016/j.ijhm.2020.102629
Personality, trait EI and coping with COVID 19 measures
Prentice, Catherine, Zeidan, Susan and Wang, Xuequn. 2020. "Personality, trait EI and coping with COVID 19 measures." International Journal of Disaster Risk Reduction. 51, pp. 1-10. https://doi.org/10.1016/j.ijdrr.2020.101789
An integrative study of the implications of the rise of coworking spaces in smart cities
Zhao, Fang, Prentice, Catherine, Wallis, Joseph, Patel, Arvind and Waxin, Marie-France. 2020. "An integrative study of the implications of the rise of coworking spaces in smart cities." Entrepreneurship and Sustainability Issues. 8 (20), pp. 467-486. https://doi.org/10.9770/jesi.2020.8.2(28)
Positive psychology and tourist well-being: A systematic literature review
Vada, Sera, Prentice, Catherine, Scott, Noel and Hsiao, Aaron. 2020. "Positive psychology and tourist well-being: A systematic literature review." Tourism Management Perspectives. 33, pp. 1-14. https://doi.org/10.1016/j.tmp.2019.100631
Linking internal service quality and casino dealer performance
Prentice, Catherine. 2018. "Linking internal service quality and casino dealer performance." Journal of Hospitality Marketing and Management. 27 (6), pp. 733-753. https://doi.org/10.1080/19368623.2018.1413476
Managing service encounters with emotional intelligence
Prentice, Catherine. 2019. "Managing service encounters with emotional intelligence." Journal of Retailing and Consumer Services. 51, pp. 344-351. https://doi.org/10.1016/j.jretconser.2019.07.001
The influence of product and personal attributes on organic food marketing
Prentice, Catherine, Chen, Jue and Wang, Xuequn. 2019. "The influence of product and personal attributes on organic food marketing." Journal of Retailing and Consumer Services. 46, pp. 70-78. https://doi.org/10.1016/j.jretconser.2017.10.020
The influence of identity-driven customer engagement on purchase intention
Prentice, Catherine, Han, Xiao Yun, Hua, Lian-Lian and Hu, Lin. 2019. "The influence of identity-driven customer engagement on purchase intention." Journal of Retailing and Consumer Services. 47, pp. 339-347. https://doi.org/10.1016/j.jretconser.2018.12.014
Performance driven outcomes — The case of frontline employees in the hospitality sector
Prentice, Catherine, Ma, Erdan and Wong, IpKin Anthony. 2019. "Performance driven outcomes — The case of frontline employees in the hospitality sector." Journal of Hospitality Marketing and Management. 28 (1), pp. 101-123. https://doi.org/10.1080/19368623.2018.1486767
Revisiting the job performance – burnout relationship
Prentice, Catherine and Thaichon, Park. 2019. "Revisiting the job performance – burnout relationship." Journal of Hospitality Marketing and Management. 28 (7), pp. 807-832. https://doi.org/10.1080/19368623.2019.1568340
Emotional intelligence or artificial intelligence – an employee perspective
Prentice, Catherine, Lopes, Sergio Dominique and Wang, Xuequn. 2020. "Emotional intelligence or artificial intelligence – an employee perspective." Journal of Hospitality Marketing and Management. 29 (4), pp. 377-403. https://doi.org/10.1080/19368623.2019.1647124
The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty
Prentice, Catherine, Lopes, Sergio Dominique and Wang, Xuequn. 2020. "The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty." Journal of Hospitality Marketing and Management. 29 (7), pp. 739-756. https://doi.org/10.1080/19368623.2020.1722304
The influence of tourism experience and well-being on place attachment
Vada, Sera, Prentice, Catherine and Hsiao, Aaron. 2019. "The influence of tourism experience and well-being on place attachment." Journal of Retailing and Consumer Services. 47, pp. 322-330. https://doi.org/10.1016/j.jretconser.2018.12.007
The role of positive psychology in tourists’ behavioural intentions
Vada, Sera, Prentice, Catherine and Hsiao, Aaron. 2019. "The role of positive psychology in tourists’ behavioural intentions." Journal of Retailing and Consumer Services. 51, pp. 293-303. https://doi.org/10.1016/j.jretconser.2019.06.015
Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts
Ji, Chunli and Prentice, Catherine. 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts." Journal of Retailing and Consumer Services. 58, pp. 1-10. https://doi.org/10.1016/j.jretconser.2020.102319
Timed intervention in COVID-19 and panic buying
Prentice, Catherine, Chen, Jinyan and Stantic, Bela. 2020. "Timed intervention in COVID-19 and panic buying." Journal of Retailing and Consumer Services. 57, pp. 1-11. https://doi.org/10.1016/j.jretconser.2020.102203
A netnographical approach to typologizing customer engagement and corporate misconduct
Hua, Lian-Lian, Prentice, Catherine and Han, Xiaoyun. 2021. "A netnographical approach to typologizing customer engagement and corporate misconduct." Journal of Retailing and Consumer Services. 59, pp. 1-14. https://doi.org/10.1016/j.jretconser.2020.102366
Identifying antecedent conditions for luxury brand purchase
Jin, Ting, Prentice, Catherine and Shao, Wei. 2021. "Identifying antecedent conditions for luxury brand purchase." Journal of Retailing and Consumer Services. 60, pp. 1-10. https://doi.org/10.1016/j.jretconser.2021.102466
Transformative service research and COVID-19
Prentice, Catherine, Altinay, Levent and Woodside, Arch G.. 2021. "Transformative service research and COVID-19." Service Industries Journal. 41 (1-2), pp. 1-8. https://doi.org/10.1080/02642069.2021.1883262
Mind, service quality, relationship with airlines
Prentice, Catherine, Hsiao, Aaron, Wang, Xuequn and Loureiro, Sandra Maria Correia. 2021. "Mind, service quality, relationship with airlines." Journal of Strategic Marketing. 31 (1), pp. 212-234. https://doi.org/10.1080/0965254X.2021.1894216
Travel deterrents to regional destinations
Prentice, Catherine and Hsiao, Aaron. 2021. "Travel deterrents to regional destinations." Journal of Retailing and Consumer Services. 58, pp. 1-10. https://doi.org/10.1016/j.jretconser.2020.102292
The influence of gaming and non-gaming experience on customers’ response to the casino
Prentice, Catherine, Ji, Chunli and Li, Kefang. 2022. "The influence of gaming and non-gaming experience on customers’ response to the casino." Journal of Vacation Marketing. 28 (4), pp. 455-468. https://doi.org/10.1177/13567667211066325
Utopia or dystopia – deterrents to ecotourism development in Fiji
Prentice, Catherine, Kundra, Sakul, Alam, Mumtaz, Alam, Mohammad Afsar and Nguyen, Mai. 2023. "Utopia or dystopia – deterrents to ecotourism development in Fiji." Tourism Geographies: an international journal of tourism place, space and the environment. 25 (2-3), pp. 843-864. https://doi.org/10.1080/14616688.2021.2016931
The role of marketing in the development of digital touchpoints
Dominique-Ferreira, Sergio, Viana, Marta and Prentice, Catherine. 2021. "The role of marketing in the development of digital touchpoints." Rocha, Alvaro, Goncalves, Ramiro, Penalvo, Francisco Garcia and Martins, Jose (ed.) 16th Iberian Conference on Information Systems and Technologies (CISTI 2021). Chaves, Portugal 23 - 26 Jun 2021 United States. https://doi.org/10.23919/CISTI52073.2021.9476670
Robotic service quality – Scale development and validation
Prentice, Catherine and Nguyen, Mai. 2021. "Robotic service quality – Scale development and validation." Journal of Retailing and Consumer Services. 62, pp. 1-17. https://doi.org/10.1016/j.jretconser.2021.102661
Relevant, or irrelevant, external factors in panic buying
Prentice, Catherine, Nguyen, Mai, Nandy, Purnima, Winardi, Michael Aswin, Chen, Ying, Le Monkhouse, Lien, Dominique-Ferreira, Sergio and Stantic, Bela. 2021. "Relevant, or irrelevant, external factors in panic buying." Journal of Retailing and Consumer Services. 61, pp. 1-10. https://doi.org/10.1016/j.jretconser.2021.102587
The spillover effect of airport service experience on destination revisit intention
Prentice, Catherine, Wang, Xuequn and Manhas, Parikshat Singh. 2021. "The spillover effect of airport service experience on destination revisit intention." Journal of Hospitality and Tourism Management. 48, pp. 119-127. https://doi.org/10.1016/j.jhtm.2021.06.001
Addressing Issues and Challenges in Managing Migratory Tuna Resources in the Western and Central Pacific Ocean
Zhao, Fang, Mapuru, David, Waxin, Marie-France, Prentice, Catherine and Scavarda, Annibal. 2021. "Addressing Issues and Challenges in Managing Migratory Tuna Resources in the Western and Central Pacific Ocean." International Journal of the Commons. 15 (1), pp. 119-131. https://doi.org/10.5334/ijc.1069
Trustworthy artificial intelligence in the sharing economy-a systematic review and meta-analysis
Chen, Ying, Prentice, Catherine, Weaven, Scott and Hsiao, Aaron. 2022. "Trustworthy artificial intelligence in the sharing economy-a systematic review and meta-analysis." 32nd Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2022). Brisbane, Australia 07 - 09 Feb 2022 Brisbane, Australia. https://doi.org/10.3316/informit.413702193282132
The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine, Dominique-Ferreira, Sergio, Ferreira, Andreia and Wang, Xuequn (Alex). 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels." Journal of Retailing and Consumer Services. 64, pp. 1-9. https://doi.org/10.1016/j.jretconser.2021.102788
Antecedents and consequences of panic buying: The case of COVID-19
Prentice, Catherine, Quach, Sara and Thaichon, Park. 2022. "Antecedents and consequences of panic buying: The case of COVID-19." International Journal of Consumer Studies. 46 (1), pp. 132-146. https://doi.org/10.1111/ijcs.12649
Testing the effectiveness of acquisition marketing strategies: The case of Australian land-based casinos
Tuguinay, Jovanie, Prentice, Catherine and Moyle, Brent. 2022. "Testing the effectiveness of acquisition marketing strategies: The case of Australian land-based casinos." 32nd Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2022). Brisbane, Australia 07 - 09 Feb 2022 Brisbane, Australia. https://doi.org/10.3316/informit.421621206066867
The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos
Tuguinay, Jovanie A., Prentice, Catherine and Moyle, Brent. 2022. "The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos." Journal of Retailing and Consumer Services. 64, pp. 1-10. https://doi.org/10.1016/j.jretconser.2021.102830
The influence of norms on tourist behavioural intentions
Wasaya, Allah, Prentice, Catherine and Hsiao, Aaron. 2022. "The influence of norms on tourist behavioural intentions." Journal of Hospitality and Tourism Management. 50, pp. 277-287. https://doi.org/10.1016/j.jhtm.2022.02.023
Addressing service profit chain with artificial and emotional intelligence
Wei, He and Prentice, Catherine. 2022. "Addressing service profit chain with artificial and emotional intelligence." Journal of Hospitality Marketing and Management. 31 (6), pp. 730-756. https://doi.org/10.1080/19368623.2022.2058671
The journey from optimism to cynicism: The mediating and moderating roles of coping and training
Zeidan, Susan and Prentice, Catherine. 2022. "The journey from optimism to cynicism: The mediating and moderating roles of coping and training." International Journal of Disaster Risk Reduction. 71, pp. 1-11. https://doi.org/10.1016/j.ijdrr.2022.102796
The influence of customer trust and artificial intelligence on customer engagement and loyalty – The case of the home-sharing industry
Chen, Ying, Prentice, Catherine, Weaven, Scott and Hisao, Aaron. 2022. "The influence of customer trust and artificial intelligence on customer engagement and loyalty – The case of the home-sharing industry." Frontiers in Psychology. 13. https://doi.org/10.3389/fpsyg.2022.912339
Service environment and gambling behaviors
Prentice, Catherine and Ma, Er Dan. 2015. "Service environment and gambling behaviors." Gursoy, Dogan, Yolal, Medet and Lee, Timothy (ed.) 5th Advances in Hospitality & Tourism Marketing and Management Conference (AHTMM 2015). Beppu, Japan 18 - 21 Jun 2015
Identifying casino patrons from the tourism market
Prentice, Catherine and Laesser, C.. 2012. "Identifying casino patrons from the tourism market." 22nd Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2012). Melbourne, Australia 06 - 09 Feb 2012 Melbourne, Australia.