Purpose This study aimed to provide a critical review of the evolution of customer relationship management (CRM) research in the hospitality and tourism (H&T) field. Design/methodology/approach The study conducted a thorough systematical literature review by collecting papers from 14 leading...

Purpose This study aims to propose a holistic model to rank and evaluate researchers’ performance. This holistic model is developed by focusing on brand equity, which includes three components of perceived quality, brand image and brand loyalty. Design/methodology/approach To show how the...

Purpose The main purpose of this study is to offer a critical review of studies of scientific progress of strategic management (SM) research in the hospitality and tourism field (H&T). Design/methodology/approach This study was conducted through a critical literature review based on three...

Purpose – The aim of this study is to explore effective communication strategies for Spanish‐speaking and Haitian‐Creole‐speaking employees in hotel companies. Design/methodology/approach – A case study approach was employed. Three employee, focus group interviews and semi‐structured...

Purpose – The purpose of this paper is to report on how the University of Central Florida's (UCF's) Rosen College of Hospitality Management (RCHM) has established a long‐term and successful partnership with the hospitality and tourism industry in Central Florida. Design/methodology/approach...

Purpose – This paper aims to discuss how hospitality organizations can facilitate knowledge management (KM) better through information technology (IT) tools. Design/methodology/approach – The paper is developed based on a synthesis of previous literature. Findings – Knowledge can be seen...

Purpose The study aims to investigate if lodging research suffers from a method bias by comprehensively reviewing the research methodology used in lodging related research articles. Design/methodology/approach In all, 2,647 published papers in 16 leading hospitality and tourism published between...