Purpose In a major multi-sport event, the athlete is both a benefactor and producer of organizational activities. Athletes’ centrality makes understanding their satisfaction with the event an important management activity. The purpose of this paper is to examine the lived athletes experience...

Purpose – The present paper is an attempt to provide a holistic approach of the Greek banking sector and how it operates. Design/methodology/approach – A survey was carried out in the banking sector of Greece in order to gather information regarding customer satisfaction and loyalty, while...

Purpose – The purpose of this paper is to determine the explanatory factors for the selection of Islamic banks and evaluate the moderating role of demographic characteristics. This study seeks to better understand these determinants in Tunisia, a country with a developing Islamic finance...

Purpose There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper...

Purpose – The purpose of this paper is to explore the influence of the dimensions of service quality on customers’ word-of-mouth (WOM) in the context of the retail banking industry. Design/methodology/approach – A modified SERVQUAL instrument was used to capture customers’ perceptions of...

Purpose – The purpose of this paper is to develop an original framework to explore the effects of social influence (SI), market orientation (MO) and service quality (SQ) with moderating effect of emotional intelligence (EI) on customer loyalty (CL) and to discuss the mediational role of...

The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human...

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing,...

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...

This paper examines the linkage between human resource practices and the delivery of guest services in hospitality using a case study approach. In particular, these practices at a large theme park operation are presented in terms of their significance for service quality. The managerial...