Purpose – The purpose of this paper is to draw upon the various articles in this theme issue and identify the key services management principles that merit re-thinking in the face of the growing and enduring trend of Asian travellers. Design/methodology/approach – As a conclusion, this paper...

Purpose – The purpose of this paper is to profile the Worldwide Hospitality and Tourism Themes (WHATT) theme issue “Services management and the growing number of Asian travellers: what needs re-thinking?” with reference to the experiences of the theme editor and the theme issue outcomes...

Purpose – This paper aims to address the central guiding questions: What principles of services management need urgent re-thinking in the Asian Century? What opportunities and challenges lie ahead? Design/methodology/approach – This paper provides a review of relevant literature on hedonic...

Purpose – This study aims to explore the factors that affect the work attitudes of Generation Y towards the hotel industry in Macau from the perspective of senior management. Design/methodology/approach – Using a purposeful sampling method, an in-depth interview with five executives in the...

Purpose – The purpose of this study was to identify similarities and differences in US and Chinese subjects’ emotional responses to and perceptions of courtesy of simulated English-language communication prompts. Design/methodology/approach – Data were collected through a web-based...

Purpose – This paper aims to explore a theoretical relationship among perceptions of consumer social class, the perceived legitimacy of customer requests for service and the delivery of intangible services. It focuses the discussion on service firm encounters with non-traditional consumers...

Purpose – The purpose of this paper is to explore the nature and definitions of culture and its relationship to language and cultural sensitivity in hospitality management services. Design/methodology/approach – The paper takes the form of a critical literature review followed by a...

Purpose – The purpose of this study is to identify the emerging challenges that are faced by branded budget hotels in India. The paper aims to do this by exploring the expectations as well as challenges faced by the customers and hospitality managers of branded budgets hotels in India....

Purpose – This paper aims to review the dramatic growth in the number of meetings and published materials exploring destination branding and marketing over the past 15 years. It points out several notable thematic sub-branching in the field and prospective directions based on observable...