Purpose: This study aims to examine the extent of collaboration and networking between local festival stakeholders by focusing on the differences in how they evaluate themselves and other stakeholders. Design/methodology/approach: A questionnaire directed toward different stakeholder groups...

Purpose – The purpose of this study is to understand how to engage customers socially in the full-service restaurant industry. More specifically, based on the existing theoretical background, it was hypothesized that server disclosure induces customer disclosure. By a literature review, it was...

Purpose – This paper aims to, building on the concept of relational benefits, relationship marketing investments, gratitude, satisfaction and favorable reciprocal behaviors, examine the mechanism of cultivating relationships with valued customers at an upscale restaurant....

Purpose The purpose of this study is to analyze online hotel reviews produced by customers to identify and compare factors known as satisfiers and dissatisfiers based on Herzberg’s two-factor theory. This approach was applied to compare full-service and limited-service hotels, which can show...

Purpose: The purpose of this paper is to investigate the effects of experiences with local food in Ghana on satisfaction, favorability and behavioral intention. Design/methodology/approach: Unlike previous studies that have used multiple regression analysis or structural equation modeling, this...

Purpose: The study adopts the conservation of resources (COR) theory for providing a better theoretical understanding of punitive supervision as an antecedent of employees’ minor deviant behaviors (namely, employee time theft and knowledge hiding) via creating cognitive mechanisms...

Purpose: This paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment....

Reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology (IT). Suggests that strategic success and operational implementation have been built on the prevailing IT “era”. Explores the future...