Purpose: This paper aims to present a systematic literature review (SLR) of continuous improvement (CI) research in the hospitality and tourism management (HTM) literature. The paper also notes trends, parallels, inconsistencies and opportunities towards a clearer understanding of current...

Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation...