The mature age market segment in Australia have increased leisure time and disposable income. Many hotels are trying to increase occupancies, particularly in low season, by attempting to attract this market segment. Reports on a survey of the security needs and perceptions of the mature guests...

A customer survey conducted from the perspective of the theory of reasoned action (TORA) supplies data which guide hotel marketing strategy. TORA is used to describe behavioural intentions of international business travellers. The two predictor constructs contained in the theory,...

Notes the weakness of tourism in Northern Ireland prior to the cease‐fire of 1994 and the increased interest in Northern Ireland as a tourist destination which followed the cease‐fire. Considers the role of the Department of Economic Development and the Northern Ireland Tourist Board. Brings...

Purpose – The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and...

In the preceding article “Consumer research in the restaurant environment, Part 2”, the operationalisation of the theoretical model of dining satisfaction and return patronage ( IJCHM , Vol. 11 No. 6), was developed and described. This was preceded by Part 1 (IJCHM , Vol. 11 No. 5), in which...

Among all the Asian markets, mainland China was least affected by the economic downturn. It provides a leading source of tourism revenue to Hong Kong. In order to fully capture this market, it is important to satisfy the needs of the mainland Chinese travelers. This study aims to measure the...

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,...

Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners...

Develops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study makes the uses of the hotel’s database to draw samples for both focus groups and a mail survey. Based on 564...