Purpose: The purpose of this study is to define a model of social technology diffusion, comprising constructs that explain guests’ likelihood of recommending their hotel loyalty program to their peers. Design/methodology/approach: The diffusion effect is explained by commitment-trust,...

Examines the role of benchmarking within the small hospitality sector. Argues that there is considerable potential for improving service quality by this means, not only in the small businesses themselves, but also in tourist destinations, which often depend heavily on this sector. While...