Competition in Hong Kong’s tourism market is very intense and local travel agencies have to improve the quality of their service in order to enhance their competitive edge. This industry‐specific research examines the relationship between marketing culture and the perceived service quality...

The use of comment cards is a very popular method for obtaining customer feedback in the hospitality industry. An investigation was made regarding the current status of comment card usage in hotel‐restaurants offering high quality, Sunday champagne buffets, in Las Vegas, Nevada, USA. Cards...

Identifies themes in the hospitality and tourism literature arising from articles published in Asia Pacific‐based journals from 1989 to 1996 inclusive. The journals are the Australian Journal of Hospitality Management , the Journal of Tourism Studies , Tourism Recreation Research and the Asia...

Reviews articles published during 1996 in the Hospitality Research Journal , Cornell Hotel and Restaurant Administration Quarterly and Florida International University Review . Identifies recent contributions to the literature in these North American‐based journals with reference to: people...

The service quality literature has evolved around two schools of thought: the North American and the Nordic European. Although the North American School of thought has received much attention from the practitioners with a five factorial model, it has also generated a great deal of criticism. The...

As hospitality customers become more seasoned, well‐travelled and quality conscious, a hotel’s organizational structure must facilitate the implementation of strategies designed to provide higher levels of service quality. This article discusses the weaknesses of the current organizational...

Reports on a study that applied the well‐ established SERVQUAL methodological instrument to an investigation of those hotels in Crete that have adopted the ISO 9000 quality standard. Three service gaps are explored through a questionnaire survey of guests and managers in ten Cretan hotels. The...

This paper describes the use of Q‐sort technique in the scale development process. An exploratory study is presented to show the application of this methodology. The study takes its dimensions from established models of service quality. The result proposes that Q‐sort technique is a useful...

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and...

The nature of HRM and the extent to which it is adopted by industry is reviewed. HRM in the hotel and catering industry is compared with other sectors of industry, including small to medium size organizations. The literature concerning HRM and performance is briefly reviewed and its relevance to...