The focus of this article is the perspective of customer contact‐employees on service failure and service recovery. Data were collected, using a critical incident methodology, from a sample of font‐line employees in UK theme parks. They described service failures and subsequent service...

This paper examines organizational climate and organizational culture within a hotel industry framework. An argument is put forward that there is a causal link between good organizational climate and the level of service quality in a hotel. Organizational climate is also examined within the...

Purpose – This paper seeks to deal with an exploratory analysis of the impact of technological innovations on the extent of outreach of hospitality services to customers. Design/methodology/approach – After a review of several hospitality services, two factors were selected to assess their...

Customer service training for food service staff is typically structured around simple procedures (often based on acronyms) and is restricted to induction training. Two potential limitations stem from these practices: current training may fail to address the subtle general changes in approach...

Concerns design in the context of the hotel industry in general and, in particular, the way in which hotel design is currently used to meet business and customer objectives. Compares this current state and the potential role for design in these areas. Clarifies the concept of design and then...

Quality initiatives need to be translated into actions by employees. Highlights the importance of eliciting the knowledge and beliefs which employees use to guide their decisions at work and argues that everyday discourse (e.g. conversation, group discussion) is an inadequate basis from which to...

Interest in employee empowerment in hospitality operations is largely concerned with the improvement of customer service quality. Specifically, it is intended that through empowerment employees will be more committed to successful service encounters and will have the ecessary discretion and...

Definitions of yield management vary in terms of their content and focus. Develops a “best fit” definition of yield management of the hotel sector by reviewing the literature in this area and extracting the key words and central meanings used. In addition, produces a list of eight features...

Mystery shopper programmes are defined as a tool for evaluating and improving customer service. The development and implementation of a mystery shopper programme is discussed as a sequence of related steps closely linked to human resource management and employee involvement. The process begins...

Purpose On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance (PCSP) in the hotel industry. Design/methodology/approach Data were collected from 198 service employee-coworker...