Purpose – Key drivers of guest delight are attributes that have a surprise value and a direct relationship with customers' repeat visit intent and thus a business' overall success. It is an important strategic task to determine what those critical attributes are. The aim of this paper is to...

Creating and sustaining trust in buyer‐seller relationships constitutes a critical strategic skill in the international travel trade. After conceptualizing the importance of trust between wholesale buyers and suppliers in a tourism context, this paper proposes a model composed of the factors...

In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in...

Purpose – The paper seeks to illustrate that a holistic selection, training, and organizational support approach encompassing variables such as the expatriate's family status, emotional intelligence, dietary and exercise habits, and his/her learning orientation is needed to enhance the odds of...

Purpose – The purpose of this study is to develop and test a model in which exercise, mediated by emotional intelligence and trust, can result in increased job satisfaction and organizational commitment of frontline hotel workers. Design/methodology/approach – Data for this study were...

Purpose – The purpose of this research is to examine gender differences while controlling for select variables on job satisfaction using data collected from employees in the hospitality industry. Design/methodology/approach – The study was conducted on 397 employees (234 males and 163...

Purpose This paper aims to synthesize the services marketing and hospitality marketing literature, identify a gap in hospitality specific marketing models and develop the constituency model for hospitality marketing. Design/methodology/approach This study is a research through extensive review...

Purpose – The purpose of this paper is twofold: first, to examine the roles of five drivers of service quality (tangibles, reliability, responsiveness, assurance, and empathy) and perceived winning in the gaming behavior of table game players; and second, to test the moderating effects of...

Purpose – The purpose of this paper is to test whether a hospitality worker's degree of individualism/collectivism influences his/her organizational citizenship behavior (OCB), comfort with empowerment, and leader‐member exchange (LMX) in the workplace. Design/methodology/approach –...

Purpose – Whether expatriate cross-cultural training programs significantly influence expatriate adjustment has been debated for more than two decades. The purpose of this paper is to examine a pivotal variable not yet addressed in the literature: the expatriate's perceptions of the employer's...