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...

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing,...

A comparative study was undertaken analysing what accommodation managers and business guests believed were the factors influencing accommodation selection. It was discovered that business guests rated “bathroom and shower quality”, “standard of bedroom maintenance” and “comfort of...

Purpose – This study attempts to contribute to the knowledge of how service climate improves customer satisfaction in the hospitality industry based on evidence from mainland China. It considers different dimensions of service climate separately, including customer orientation, managerial...

The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human...

Links the application of benchmarking to the hotel′s ability to achieve continuous quality improvements. Defines both the operating and service subsystems of the hotel and clearly indicates specific methods for quality improvement in each. Places emphasis on the role of upper management in the...

Examines aspects of change as reflected by articles published in the Hospitality Research Journal during the seven‐year period from 1989‐1995. Discusses how change (demographic, technological, societal, legal, cultural or ethical) is likely to influence the industry in relation to six...

Provides an overview of developments in hospitality operations management as reflected by articles published in: International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management, International Journal of Service Industry Management and Service...

Content‐analyses the academic entries in the WHATT‐CD International Hospitality and Tourism Research Register using four broad categories ‐ general management issues hospitality, tourism, and current or “hot” research issues. Identifies clusters of research interest within these...

Identifies themes in the hospitality and tourism literature arising from articles published in Asia Pacific‐based journals from 1989 to 1996 inclusive. The journals are the Australian Journal of Hospitality Management , the Journal of Tourism Studies , Tourism Recreation Research and the Asia...