Quality has been historically viewed by hospitality organisations in terms of product and service efficiency. The emergence of total quality management in the 1980s has forced a significant number of them to move away from the idea of efficiency and put more emphasis on customer needs. Such...

Over the last two decades, the hospitality industry has witnessed a considerable shift of focus towards customer orientation, however, the vast body of the relevant hospitality research literature – with few exceptions concentrating on the concept of internal marketing and internal service...

Purpose – Although the threat of terrorist attacks is not a new phenomenon for hotels, limited literature exists on measures that hotels can take to prevent them or limit their damage. The purpose of this paper is to propose a baseline strategy to address this threat....