Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...

Discusses a recent study into the level of satisfaction experienced by franchisees in the Australian restaurant sector. A model of consumer buying behaviour was used to identify the characteristics of both franchisers and franchisees which contribute to owner‐manager satisfaction with the...

States that the development of classification and grading schemes for hotels and other accommodation in the UK is an important activity which affects customers and practitioners alike. In the light of evidence of a low take‐up of the English Tourist Board (ETB) Crown Classification system,...

This article looks at the outcome of a questionnaire designed to explore factors relevant to engendering consumer loyalty in restaurant choice. The sampling frame comprises people with relatively homogeneous characteristics who dine out with some frequency. The overall objective was to question...

Purpose – The study aims to explore the expectations and perceptions of corporate social responsibility (CSR) strategies among Chinese fast-food diners, and to investigate the relationships among CSR strategies, consumer satisfaction and customer loyalty behaviors. Chinese diners’ knowledge...

Purpose For most customers, the vacation experience is enjoyed in the company of others; thus, studying customer-to-customer interactions becomes critical. This research aims to explore customer-to-customer interactions and their impact on the guest experience. Design/methodology/approach An...

Purpose – The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that these incidents and recovery efforts had on behavior. Recognizing that hospitality-based organizations are...

Purpose – The purpose of this paper is twofold: first, to examine the roles of five drivers of service quality (tangibles, reliability, responsiveness, assurance, and empathy) and perceived winning in the gaming behavior of table game players; and second, to test the moderating effects of...

Purpose – This study aims to understand the effect of brand citizenship behaviors of hospitality employees on customers’ relation with the brand. A model, which links employee behaviors to customers’ evaluation of brand performance, brand trust and brand commitment, is proposed to provide...

Purpose – The purpose of this paper is to examine how regional factors affect customer satisfaction in the food service sector. This is achieved through investigating the moderating effects on the most important attributes of restaurants. Design/methodology/approach – Hierarchical linear...