Purpose – This paper aims to report the results of a study into visitor evaluations of interactions with hotel employees in Mauritius. Given that the island's core tourism product is based on luxury resorts, tourist‐hotel employee interactions possess a potential for determining satisfactory...

This article addresses a relevant question arising in <i>knowledge-intensive industries: modelling productivity</i>; an important issue of increasing importance in developed economies, (Drucker [Drucker, P. 1999. Knowledge-worker productivity: the biggest challenge. <i>California Management Review</i>.],...