Zusammenfassung Am Beispiel der Region Braunschweig-Wolfsburg zeigen die Autoren anhand von Sekundär- und mehrstufiger Primärforschung, dass Fachkräftemangel bereits heute die Managementpraxis der Hotelbetriebe prägt. Trotz problematischer Beschaffung von Arbeitskräften können die meisten...

Zusammenfassung Angesichts der vorherrschenden Wettbewerbskräfte und des vielfach proklamierten Strukturwandels in der Hospitality-Industrie sowie den damit verbundenen Herausforderungen für die Unternehmensführung von Hospitality-Unternehmen, ergibt sich die zunehmende Notwendigkeit des...

Kurzfassung Aktuelle und kommende demografische Entwicklungen führen zu einer großen Anzahl von Unternehmensübertragungen gerade in familiengeführten Klein- und Mittelbetrieben. Als zentrale Herausforderung im Lebenszyklus eines Unternehmens untersucht die vorliegende Studie familieninterne...

Purpose This study aims to investigate the impact of AI chatbots on customer trust in AI chatbots for hotel services. Design/methodology/approach The probability sampling method was employed to develop a research sample. The research uses correlation analysis and structural equation modeling to...

Examines how one of Britain′s largest bingo companies, Top Rank put in place a major training programme in 90 clubs across Britain to improve customer service. Shows the process of identifying the need for training, finding a suitable programme (actually customizing an existing one) and...

Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the sequential incident technique (SIT). Outlines the concept and basic assumptions of SIT describes an empirical SIT study...

Purpose As part of the recent global financial crisis, Europe has experienced a double crisis (financial crisis and Euro crisis) leading to a double dip recession, meaning that the effects of the crisis have been longer and more severe. Tourism, specifically the hospitality industry, is...

Purpose – This paper aims to examine the practice of teamwork in an under‐researched, yet growing industrial setting. Design/methodology/approach – Longitudinal ethnographic‐styled methods of data collection were used and data was examined using the Team Dimensions Model. Findings –...

In the context of a gradually ageing labour force and skills shortages, discrimination against older workers has recently become an issue of public policy concern. Ageism is arguably more pervasive in the hospitality industry than elsewhere; a recent follow‐up study confirms that hospitality...

Purpose The literature has defined different indicators of training effectiveness. At the performance indicator level of analysis, training effectiveness measures the impact of training on knowledge, skills and job performance. This paper aims to analyse, from the perspective of managers and...