{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,7]],"date-time":"2026-04-07T12:11:50Z","timestamp":1775563910610,"version":"3.50.1"},"reference-count":29,"publisher":"Elsevier BV","license":[{"start":{"date-parts":[[2026,1,1]],"date-time":"2026-01-01T00:00:00Z","timestamp":1767225600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/tdm\/userlicense\/1.0\/"},{"start":{"date-parts":[[2026,1,1]],"date-time":"2026-01-01T00:00:00Z","timestamp":1767225600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/legal\/tdmrep-license"},{"start":{"date-parts":[[2026,3,8]],"date-time":"2026-03-08T00:00:00Z","timestamp":1772928000000},"content-version":"vor","delay-in-days":66,"URL":"http:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0\/"}],"content-domain":{"domain":["elsevier.com","sciencedirect.com"],"crossmark-restriction":true},"short-container-title":["Procedia Computer Science"],"published-print":{"date-parts":[[2026]]},"DOI":"10.1016\/j.procs.2026.03.178","type":"journal-article","created":{"date-parts":[[2026,3,24]],"date-time":"2026-03-24T12:39:40Z","timestamp":1774355980000},"page":"1845-1852","update-policy":"https:\/\/doi.org\/10.1016\/elsevier_cm_policy","source":"Crossref","is-referenced-by-count":0,"special_numbering":"C","title":["Customer service management based on loyalty factors in business hotels: Differences between business and private use"],"prefix":"10.1016","volume":"278","author":[{"given":"Masaki","family":"Koizumi","sequence":"first","affiliation":[]},{"given":"Shinobu","family":"Tsukamoto","sequence":"additional","affiliation":[]},{"given":"Kenta","family":"Kasahara","sequence":"additional","affiliation":[]},{"given":"Takumi","family":"Kato","sequence":"additional","affiliation":[]}],"member":"78","reference":[{"key":"10.1016\/j.procs.2026.03.178_bib1","unstructured":"McKinsey & Company (2020). How COVID\u201119 has pushed companies over the technology tipping point\u2014and transformed business forever. McKinsey Global Survey. https:\/\/www.mckinsey.com\/capabilities\/strategy-and-corporate-finance\/our-insights\/how-covid-19-has-pushed-companies-over-the-technology-tipping-point-and-transformed-business-forever (accessed 21 July 2025)"},{"issue":"8","key":"10.1016\/j.procs.2026.03.178_bib2","doi-asserted-by":"crossref","first-page":"2563","DOI":"10.1108\/IJCHM-03-2020-0237","article-title":"\u201cEffects of COVID-19 on hotel marketing and management: a perspective article.\u201d","volume":"32","author":"Jiang","year":"2020","journal-title":"International Journal of Contemporary Hospitality Management"},{"key":"10.1016\/j.procs.2026.03.178_bib3","doi-asserted-by":"crossref","first-page":"132","DOI":"10.1016\/j.jhtm.2022.02.027","article-title":"\u201cDoes hotel customer satisfaction change during the COVID-19? A perspective from online reviews.\u201d","volume":"51","author":"Song","year":"2022","journal-title":"Journal of Hospitality and Tourism Management"},{"issue":"1","key":"10.1016\/j.procs.2026.03.178_bib4","doi-asserted-by":"crossref","first-page":"199","DOI":"10.1108\/IJCHM-05-2020-0402","article-title":"\u201cIs TripAdvisor still relevant? The influence of review credibility, review usefulness, and ease of use on consumers\u2019 continuance intention.\u201d","volume":"33","author":"Filieri","year":"2021","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"6","key":"10.1016\/j.procs.2026.03.178_bib5","doi-asserted-by":"crossref","first-page":"1350","DOI":"10.1016\/j.ijinfomgt.2016.04.005","article-title":"\u201cWhat keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience.\u201d","volume":"36","author":"Ozturk","year":"2016","journal-title":"International Journal of Information Management"},{"issue":"1","key":"10.1016\/j.procs.2026.03.178_bib6","doi-asserted-by":"crossref","first-page":"113","DOI":"10.1108\/IJCHM-05-2021-0559","article-title":"\u201cContactless service in hospitality: bridging customer equity, experience, delight, satisfaction, and trust.\u201d","volume":"34","author":"Hao","year":"2022","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"6","key":"10.1016\/j.procs.2026.03.178_bib7","doi-asserted-by":"crossref","first-page":"726","DOI":"10.1108\/WHATT-07-2018-0045","article-title":"Beware hospitality industry: the robots are coming.","volume":"10","author":"Bowen","year":"2018","journal-title":"Worldwide Hospitality and Tourism Themes"},{"issue":"3","key":"10.1016\/j.procs.2026.03.178_bib8","doi-asserted-by":"crossref","first-page":"392","DOI":"10.1108\/JOSM-12-2018-0380","article-title":"\u201cLeveraging human touch in service interactions: lessons from hospitality.\u201d","volume":"30","author":"Solnet","year":"2019","journal-title":"Journal of Service Management"},{"issue":"4","key":"10.1016\/j.procs.2026.03.178_bib9","doi-asserted-by":"crossref","first-page":"484","DOI":"10.1108\/JOSM-12-2018-0398","article-title":"\u201cTechnological disruptions in services: lessons from tourism and hospitality.\u201d","volume":"30","author":"Buhalis","year":"2019","journal-title":"Journal of Service Management"},{"issue":"4","key":"10.1016\/j.procs.2026.03.178_bib10","doi-asserted-by":"crossref","first-page":"517","DOI":"10.1080\/10548408.2017.1364206","article-title":"\u201cBleisure: motivations and typologies.\u201d","volume":"35","author":"Lichy","year":"2018","journal-title":"Journal of Travel & Tourism Marketing"},{"key":"10.1016\/j.procs.2026.03.178_bib11","doi-asserted-by":"crossref","unstructured":"Batala, Bardia, and Lisa Slevitch. (2024). \u201cKeeping two balls in the air: the bleisure travel experience.\u201d Annals of Tourism Research Empirical Insights, 5 (1): 100115. https:\/\/doi.org\/10.1016\/j.annale.2023.100115","DOI":"10.1016\/j.annale.2023.100115"},{"key":"10.1016\/j.procs.2026.03.178_bib12","doi-asserted-by":"crossref","unstructured":"Naumov, Nikola. (2019). \u201cThe impact of robots, artificial intelligence, and service automation on service quality and service experience in hospitality\u201d, in Stanislav Ivanov and Craig Webster (eds) Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality (pp. 123-133), Emerald Publishing Limited. https:\/\/doi.org\/10.1108\/978-1-78756-687-320191007","DOI":"10.1108\/978-1-78756-687-320191007"},{"issue":"4","key":"10.1016\/j.procs.2026.03.178_bib13","doi-asserted-by":"crossref","first-page":"667","DOI":"10.1007\/s11628-021-00461-w","article-title":"\u201cTechnology-or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry.\u201d","volume":"15","author":"Tai","year":"2021","journal-title":"Service Business"},{"issue":"1","key":"10.1016\/j.procs.2026.03.178_bib14","first-page":"1","article-title":"\u201cLeisure travel and business travel.\u201d","volume":"2","author":"Leiper","year":"2008","journal-title":"Asian Journal of Tourism and Hospitality Research"},{"issue":"4","key":"10.1016\/j.procs.2026.03.178_bib15","doi-asserted-by":"crossref","first-page":"200","DOI":"10.1016\/j.ecotra.2015.08.003","article-title":"\u201cHow should business travel time savings be valued?\u201d","volume":"4","author":"Wardman","year":"2015","journal-title":"Economics of Transportation"},{"issue":"5","key":"10.1016\/j.procs.2026.03.178_bib16","doi-asserted-by":"crossref","first-page":"1620","DOI":"10.1108\/IJCHM-10-2020-1177","article-title":"\u201cCustomer experience and brand loyalty in the full-service hotel sector: the role of brand affect.\u201d","volume":"33","author":"Guan","year":"2021","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"5","key":"10.1016\/j.procs.2026.03.178_bib17","doi-asserted-by":"crossref","first-page":"621","DOI":"10.1080\/19368623.2019.1539936","article-title":"\u201cWhy hotel guests go mobile? Examining motives of business and leisure travellers.\u201d","volume":"28","author":"Zhang","year":"2019","journal-title":"Journal of Hospitality Marketing & Management"},{"issue":"2","key":"10.1016\/j.procs.2026.03.178_bib18","doi-asserted-by":"crossref","first-page":"220","DOI":"10.1108\/IJTC-09-2017-0044","article-title":"\u201cService quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty.\u201d","volume":"4","author":"Keshavarz","year":"2018","journal-title":"International Journal of Tourism Cities"},{"key":"10.1016\/j.procs.2026.03.178_bib19","doi-asserted-by":"crossref","first-page":"322","DOI":"10.1016\/j.jretconser.2018.07.007","article-title":"\u201cModelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty.\u201d","volume":"50","author":"El-Adly","year":"2019","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"5","key":"10.1016\/j.procs.2026.03.178_bib20","doi-asserted-by":"crossref","first-page":"595","DOI":"10.1080\/10548408.2019.1604293","article-title":"\u201cCustomer experience, well-being, and loyalty in the spa hotel context: integrating the top-down & bottom-up theories of well-being.\u201d","volume":"36","author":"Huang","year":"2019","journal-title":"Journal of Travel & Tourism Marketing"},{"issue":"4","key":"10.1016\/j.procs.2026.03.178_bib21","doi-asserted-by":"crossref","first-page":"586","DOI":"10.1016\/j.ijhm.2009.03.008","article-title":"\u201cEffect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants.\u201d","volume":"28","author":"Wu","year":"2009","journal-title":"International Journal of Hospitality Management"},{"key":"10.1016\/j.procs.2026.03.178_bib22","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1016\/j.ijhm.2012.04.009","article-title":"\u201cA cross-sectional examination of hotel consumer experience and relative effects on consumer values.\u201d","volume":"32","author":"Walls","year":"2013","journal-title":"International Journal of Hospitality Management"},{"key":"10.1016\/j.procs.2026.03.178_bib23","doi-asserted-by":"crossref","first-page":"293","DOI":"10.1016\/j.chb.2014.11.016","article-title":"\u201cEffects of human resource management on hotel performance using structural equation modeling.\u201d","volume":"43","author":"Al-Refaie","year":"2015","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"10.1016\/j.procs.2026.03.178_bib24","doi-asserted-by":"crossref","first-page":"189","DOI":"10.1177\/13567667221084373","article-title":"\u201cSystematic differences in online reviews of hotel services between business and leisure travellers.\u201d","volume":"29","author":"Kim","year":"2023","journal-title":"Journal of Vacation Marketing"},{"issue":"1","key":"10.1016\/j.procs.2026.03.178_bib25","doi-asserted-by":"crossref","first-page":"40","DOI":"10.1177\/001088049904000121","article-title":"\u201cConsumer\u2019s value judgments: How business travellers as evaluate luxury-hotel services.\u201d","volume":"40","author":"Mattila","year":"1999","journal-title":"Cornell Hotel and Restaurant Administration Quarterly"},{"issue":"5","key":"10.1016\/j.procs.2026.03.178_bib26","doi-asserted-by":"crossref","first-page":"499","DOI":"10.1080\/1528008X.2019.1695701","article-title":"\u201cThe impact of E-service quality on the customer satisfaction and consumer engagement behaviors toward luxury hotels.\u201d","volume":"21","author":"Vo","year":"2020","journal-title":"Journal of Quality Assurance in Hospitality & Tourism"},{"issue":"4","key":"10.1016\/j.procs.2026.03.178_bib27","doi-asserted-by":"crossref","first-page":"1491","DOI":"10.1108\/IJCHM-06-2021-0798","article-title":"\u201cRedefining luxury service with technology implementation: the impact of technology on guest satisfaction and loyalty in a luxury hotel.\u201d","volume":"34","author":"Shin","year":"2022","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"1","key":"10.1016\/j.procs.2026.03.178_bib28","doi-asserted-by":"crossref","first-page":"45","DOI":"10.1177\/004728750003900106","article-title":"\u201cA structural analysis of value, quality, and price perceptions of business and leisure travellers.\u201d","volume":"39","author":"Kashyap","year":"2000","journal-title":"Journal of Travel Research"},{"key":"10.1016\/j.procs.2026.03.178_bib29","doi-asserted-by":"crossref","unstructured":"Kato, Takumi, and Masaki Koizumi. (2024). \u201cTactics to mitigate the negative impact of introducing advanced technology on employees: Evidence from large listed companies in Japan.\u201d Computers in Human Behavior Reports, 14: 100423. https:\/\/doi.org\/10.1016\/j.chbr.2024.100423","DOI":"10.1016\/j.chbr.2024.100423"}],"container-title":["Procedia Computer Science"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S1877050926007738?httpAccept=text\/xml","content-type":"text\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S1877050926007738?httpAccept=text\/plain","content-type":"text\/plain","content-version":"vor","intended-application":"text-mining"}],"deposited":{"date-parts":[[2026,4,7]],"date-time":"2026-04-07T11:31:13Z","timestamp":1775561473000},"score":1,"resource":{"primary":{"URL":"https:\/\/linkinghub.elsevier.com\/retrieve\/pii\/S1877050926007738"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026]]},"references-count":29,"alternative-id":["S1877050926007738"],"URL":"https:\/\/doi.org\/10.1016\/j.procs.2026.03.178","relation":{},"ISSN":["1877-0509"],"issn-type":[{"value":"1877-0509","type":"print"}],"subject":[],"published":{"date-parts":[[2026]]},"assertion":[{"value":"Elsevier","name":"publisher","label":"This article is maintained by"},{"value":"Customer service management based on loyalty factors in business hotels: Differences between business and private use","name":"articletitle","label":"Article Title"},{"value":"Procedia Computer Science","name":"journaltitle","label":"Journal Title"},{"value":"https:\/\/doi.org\/10.1016\/j.procs.2026.03.178","name":"articlelink","label":"CrossRef DOI link to publisher maintained version"},{"value":"article","name":"content_type","label":"Content Type"},{"value":"\u00a9 2026 Published by Elsevier B.V.","name":"copyright","label":"Copyright"}]}}