The sun, sea and sand model that has characterized the Spanish tourism sector and has caused Spain's tourist sector to become a world-class industry is actually undergoing drastic changes. This model is based on the existence of major tourism destinations characterized by high levels of industry...

Purpose: The development of a service improvisation competence (Serv-IC), operationally defined as “the systemic ability of a service firm’s employees to deviate from established service delivery processes and routines to respond in a timely manner to unforeseen events using available...

Purpose: Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee...

Conjoint analysis has played an important role in helping make a number of operations management decisions including product and service design, supplier selection, and service operations capacity. Many recent advances in this area have raised questions about the most appropriate form of...