Purpose The purpose of this paper is to examine the critical factors that drive the adoption of digital library system (DLS) in institutes located in remote India. An integrated model of the unified theory of acceptance and use of technology model-2 (UTAUT2) and information systems success model (ISSM) is used to evaluate the critical factors. Design/methodology/approach The survey method of research was used, and the data collected was analysed by using PLS-SEM, which proved helpful to evaluate and validate the model. Findings Departing from past research, where most of the factors of the UTAUT2 and ISSM were found to influence the adoption of DLS, in this context, it is noted that performance expectancy, facilitating conditions and habit were the only constructs that influenced the intention to use DLS. Originality/value The study addresses the requirement for further research in DLS domain in emerging markets. It is one of the few studies addressing DLS adoption in remote India. The findings are unique to this context, which differ from developed nations, thus, answering the call to advance UTAUT model.

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Studies based on online textual data are increasingly used in the hospitality sector to gain better consumer insights. Using text mining of TripAdvisor reviews and mapping it to hard and soft attributes of SERVQUAL dimensions, this research attempts to identify service quality characteristics that influence the customers’ online ratings of hotels. The moderating effects of the reviewer characteristics, namely (a) domestic vs foreign (b) novice vs experienced, (c) less vs more popular and (d) brief vs elaborate writing, on the relationship between quality attributes and online hotel ratings are also analyzed. The results imply that reviewers emphasize hard attributes of service quality in general, such as tangibles, reliability, and responsiveness, while providing online ratings to hotels. Furthermore, reviewer characteristics also influence the attributes emphasized in reviews and the resultant ratings. Finally, along with the theoretical contributions, managerial contributions, such as the usefulness of service planning outcomes, are discussed.