This paper is investigating the role of emotion work in SMTEs and its impact on employees’ turnover. This study population is consisting of employees who are in a direct contact with tourists in selected SMTEs. Five scales from the Frankfurt Emotional Work (FEWS) were analyzed using...

This research paper is aiming at analyzing the perceptions of undergraduate students about using comics as a learning strategy in the tourism and hospitality higher education. This study is using qualitative approach to understand the importance of using comics in improving the level of...

The aim of this paper is to enhance the knowledge and understanding of service experience dimensions in tourism and hospitality industry. It introduces management principles that are applied to the context of tourism and hospitality in relation to managing service experience. This paper examines...

This paper aims to understand the impact of e-Service Quality Management (e-SQM) in hotels on British tourists’ satisfaction. E-SQM and tourist satisfaction are vital concepts that hotels must understand to achieve a competitive advantage. This paper provides a broad-based analysis which will...