Purpose: This paper aims to identify and analyse the hotel sector’s vulnerabilities that human traffickers exploit to use hotels as conduits for trafficking in human beings (THB). Design/methodology/approach: Using the Method for the Assessment of the Vulnerability of Sectors framework of...

Quality has been historically viewed by hospitality organisations in terms of product and service efficiency. The emergence of total quality management in the 1980s has forced a significant number of them to move away from the idea of efficiency and put more emphasis on customer needs. Such...

Over the last two decades, the hospitality industry has witnessed a considerable shift of focus towards customer orientation, however, the vast body of the relevant hospitality research literature – with few exceptions concentrating on the concept of internal marketing and internal service...

Purpose – This paper's aim is to critically review the use of Delphi techniques in qualitative research for utilising “expert” opinions and to explore through a detailed example how Policy Delphi can be used by hospitality researchers as an alternative to the more widely used Normative...

Purpose – Although the threat of terrorist attacks is not a new phenomenon for hotels, limited literature exists on measures that hotels can take to prevent them or limit their damage. The purpose of this paper is to propose a baseline strategy to address this threat....