Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books...

Modern consumers are being bombarded with in-formation from every angle. They can't handle it and, consequently, tune out large portions of the information. Consumers, therefore, often enter service transactions with predetermined men-tal scripts regarding how they predict the trans-actions will...

section 1. Theoretical issues of hotel chains -- section 2. Expansion of hotel chains -- section 3. Strategic and operational management of hotel chains -- section 4. The individual hotel's perspective -- section 5. Contemporary and future issues in hotel chain management.