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: The purpose of this study is to explore the moderating effects of gender and income on the relationship between leadership style and quality of work life (QWL). This study provides meaningful implications for the hospitality industry in terms of gender and income between leadership and...

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 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 –...