Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127...

This paper aims to understand the impact of e-Service Quality Management (e-SQM) in hotels on British tourists’ satisfaction. E-SQM and tourist satisfaction are vital concepts that hotels must understand to achieve a competitive advantage. This paper provides a broad-based analysis which will...

Tourism can mean relaxation and pleasure, from the perspective of those who pay, which is also true in the case of tourism intersecting the public sphere (event and conference tourism) or with a lucrative purpose. From the rules that govern the behavior of the consumer of tourist products, the...