Customer satisfaction is a strategic goal of any organization, including service organizations. Various factors influence customer satisfaction — both external and internal. Response, assurance, tangibility, empathy and reliability are the five dimensions of service quality. Though these...

Purpose – The purpose of this research is to clarify the role of specialty hospitals in improving patients' health and their quality of life. The study is focused on establishing how patients perceive the influence of the services of a specialty hospital for medical rehabilitation on their...

The main aim of the article is to identify the main burdens of doing business perceived by Slovak family owned hospitality businesses as well as to assess their view on the prospects for family businesses in Slovakia. The article analyzes primary data gained from an opinion survey conducted by...

Focusing on employee retention is vital to increase organizational performance and strengthen a nation's economy. Employee turnover leads to high unemployment and slow economic growth around the globe. The purpose of this study was to explore the reasons and motivating factors that cause...

The hospital services market symbolizes one of the most important segments of the Indian healthcare industry and is projected to be worth US$ 81.2 billion by 2015. In India's healthcare industry, the private sector has emerged as a vibrant force, gaining both national and international repute....

Market definition is essential to merger analysis. Because no standard approach to market definition exists, opposing parties in antitrust cases often disagree about the extent of the market. These differences have been particularly relevant in the hospital industry, where the courts have denied...

Looking at “the sharing economy”, the paper tackles its impact on employment, in the context of traditional businesses being challenged by innovative business models. The focus is on the way Airbnb, a major sharing economy player in the tourism industry, affects local labour markets. I am...

This book includes lessons and insights from the hospitality management approach of Japanese sustainable organizations, as well as philosophical underpinnings and numerous business practice examples. The "Japanese manner" of providing customer service and hospitality is well-known around the...