Purpose: This study aims to examine the impact of dynamic capabilities and organizational resilience on firm performance driven by environmental turbulence of the hotel industry in Indonesia during the pandemic COVID-19. Design/methodology/approach: Herein, an integrated conceptual framework is...

Purpose: This study aimed to verify the impact of participatory decision-making (PDM) on team performance (TPF) in the hotel's department/team. In particular, it investigated the role of a mediator for creative self-efficacy (CSE) in the relationship between PDM and TPF. This study determined...

Purpose: With the development and increasing adoption of the Internet in the early 21st century, SSTs (Self-Service Technologies) rapidly permeated all aspects of life. Many service providers in China are adopting a wide range of SSTs. This is mainly because they think SSTs improve customer...

Purpose: This study investigates the effects of hotel employees' service attitude on service quality and examines the relationships among hotel employees' service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel...