Purpose – Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions...

Examines the potential of targeting the post‐55 age group, and assessing the viability of developing leisure facilities specifically for this market sector. Post‐55‐year‐olds represent a relatively affluent group within the general population, but their advancing years requires special...

Explores the communication structure of a cruise company. Argues that communication is a key area concerning productivity and job satisfaction on board cruise ships. The Communication Climate Inventory was distributed to all employees in the company, and returned satisfactorily filled in by 236...

This article identifies the need for a new “customer‐oriented” approach to the management of the public sector leisure industry. It documents how one authority, Stratford‐on‐Avon District Council, has gone about changing its structure, management style, operations and facilities to...

Describes some of the characteristics and possibilities for improving the Croatian tourism industry. The main characteristics of the industry are inadequate service levels, infrastructure and low levels of utilization and it is important to understand these and the operating environment....

Purpose – This paper aims to employ data envelopment analysis (DEA) models to evaluate the efficiency level and the change of efficiency of the hotel industry in major Chinese cities from 2001 to 2011. The study also aims to investigate the determinants of this efficiency....