This paper describes the research conducted in relating the emotional competencies of individual general managers to the key performance outputs under their direct control. The Bar‐On Eqi is the tool used to test emotional intelligence, and the participants in the study are a group of managers...

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...

Purpose – To discuss the requirement for a university to adopt a clearly defined marketing strategy to increase its international student population and generate additional revenue. Design/methodology/approach – Primary research was undertaken to investigate the notion that customer...

Purpose – This paper aims to examine the factors that measure different satisfaction levels between the Asian and Western travellers during their stay in hotels in Malaysia. The paper also seeks to analyse the importance of the tangible and intangible factors in the hotel industry....

Purpose – The aim of the study is to assess customer perceptions of service quality delivered by front office, room service and an in house restaurant/café in the lodgings of Hamilton, New Zealand. Design/methodology/approach – The study uses a survey and interview technique. A survey...

Purpose – The aim of this paper is to understand the relationships between service quality and customer satisfaction and how they impact corporate image and customer loyalty. Design/methodology/approach – Data were collected from several cities in Mauritius. The study sample included...

Purpose – The purpose of this paper is to explore an organization‐wide philosophy of hospitality in a hospital setting. Design/methodology/approach – An exploratory case study method approach matched the research purpose. First, a hospitality centric philosophy (HCP) was defined from the...

Purpose – The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach – The study focuses on the restaurant industry in Greece. Waiters are considered as internal...

Purpose – Organizational climate, which includes the setting of values, rules and priorities to be followed by all individuals involved in the organisation, has been receiving increased attention over recent years. The purpose of this paper is to look into the prevalent organizational climate...

Purpose – The purpose of this paper is to offer an overview of the existing English literature concerning the development of China's hotel industry by means of reviewing the topic from three academic online databases. Design/methodology/approach – The paper reviews published studies found in...