Service excellence has become a critical source of competitive advantage for organisations. This article focuses on the interaction between the frontline employee and the customer and the role of Human Resource Management (HRM) in sustaining service-orientated behaviour. The nature of the...

Previous research has shown that restaurants are an important factor in the choice of a holiday destination for some tourists. Research has also found that the restaurants at a destination can enhance the guests’ overall satisfaction with the destination. This research was sponsored by the...

Purpose – This paper aims to investigate how small/medium hospitality (SMH) firms set preferences for knowledge transfer relating to customer service improvement activities, through a determination of the most valued activities, preferred forms of media delivery and why best practice choice is...

Guest history is a valuable service and marketing tool. In particular, it is likely to become a strategic device for the development of brand loyalty in the 1990s. Reports on a nationwide Australian study of 121 hotels′ use of guest history, and describes some of the key opportunities for...

Purpose Owners, managers and employees may be criticized personally and professionally by consumers in online reviews, and may suffer emotional and burnout consequences. The purpose of this paper is to examine the impact of customer-generated negative online reviews on hospitality employees....

Purpose This study aims to analyze the joint effects of where a service failure occurs and who witnesses it, with a specific focus on Chinese consumers who have varying levels of acculturation. Design/methodology/approach A 4 × 2 × 2 between-subject factorial design was used, where social...