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...

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 – This study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure. Design/methodology/approach – The study used written scenarios of a hypothetical service failure to manipulate explanation type,...