Hotel restaurants are widely considered to be under‐performing assets and hotel companies have sought to improve their financial performance in a number of ways including outsourcing to specialist restaurant companies. This article reports the findings of a study that explores the key...

Purpose – The purpose of this paper is to explore the ways in which a transactional marketing approach can generate customer loyalty in a hotel brand. Design/methodology/approach – The paper provides a review of the paradigm shift from transactional marketing to relationship marketing, in...

The aims of this paper are to investigate the barriers and the sources of resistance to change in hotel firms and to evaluate the change in strategies adopted in seeking to overcome these barriers. Primary data were gathered through in‐depth semi‐structured interviews in nine hotels in the...