PurposeThis article explores the effects generated by the Milan World Expo 2015 on both firm performance and seasonality structure. It aims to answer the following research question: Did the Milan Expo 2015 influence only hotel results without changing seasonal patterns, or was this mega event...

This paper focuses on the concept of product quality. Although the term quality seems self-explanatory, in practice there are many different definitions and point of views of its meaning. No one definition of quality fits in every situation because each definition has both strengths and...

Key processes to generate customer retention have been concerned by a large number of studies. The purpose of research in this field was to review, define and evaluate the specific roles played by the various forms, channels and techniques of firm's communication in an economy evolving,...

Today's fast changing environment, characterised by the increasing importance of flexibility, knowledge and performance, forces corporations to rethink their organisation, how they have traditionally structured their production and their relations with markets and suppliers. To reduce costs,...

Marketing studies originally emerged and developed within the commercial environment; however in the past decades this discipline broadened its focus to explicitly include public issues. There was much initial debate over the appropriateness of using marketing frameworks, set up for the business...

Over the past years "yield management" (also called "revenue management") has become increasingly applied in the hotel sector. However, little research has investigated the effects of these practices on the relationships between hotels and their customers. The paper firstly examines the nature...