Purpose ? The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia. Design/methodology/approach ? The empirical dataset for this qualitative study was collected through 22...

This paper presents some significant empirical findings about the role of switching cost and alternative attractiveness in developing the long-term relationship between the client and the service-provider in personal financial planning services. Considering switching costs and alternative...

Computer mediated interaction offers a rich application area for exploring communication between communities and service delivery provider. This paper outlines the conceptual framework, methodology and initial interpretations of a pilot study undertaken by a governmental human service network,...

Since the early 1980s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service...

Statement of Objective:This paper will not try to solve a specific problem, but will serve to provide a more exploratory look at how employee empowerment impacts on front desk operations. First, this paper will examine the existing empowerment practices used in hotels and how it works in the...

Web-marketing;Customer services;International business