Purpose – The purpose of this paper is to examine the relationship between transformational leadership (TL) and employee desire for empowerment (EDFE). This study also aims to extend Gill and Mathur's findings regarding improving employee dedication and pro‐social behavior....

Purpose – The paper aims to conceptually explore customer‐to‐customer interaction (CCI) in a cross‐cultural context; and to identify research opportunities in the field of cross‐cultural CCI. Design/methodology/approach – The paper analyses consultations both with CCI experts and...

The study reported here focuses on the world of professional conference managers and hotel managers and tests for a degree of consensus between them as to what attributes are salient to the selection of a hotel as a conference venue. Both a strong consensus and an operational rather than a...

Projections are made concerning the nature and focus of merger, acquisition, and alliance activity in the post‐1992 environment by both US and European hospitality firms. Recommendations are offered concerning the most viable business strategies facing hospitality organisations in the Internal...

Examines the developing importance of the quality issue in the service sector and highlights common barriers to the successful implementation of total quality management principles (TQM). Such information provides managers in complex service organizations such as the National Health Service...

It is commonly believed that service attitudes are more positive in the private than in the public sector of the service industry. The problems are addressed here. The aim of the project was to study service attitudes in hotel and restaurant staff compared to nurses in public hospitals. An...

Addresses the feasibility of applying the theatre analogy in the service industries, where terms borrowed from the stage are used frequently to describe guest‐customer relations and interaction. Principles from the fragments of Aristotle′s Peri Poietikes supplied the framework for a critical...

Customer satisfaction is the ultimate goal of total quality management efforts in service industries. An essential prerequisite in achieving this goal is the detection and prevention of problems which the customer encounters in the service consumption process. Outlines the fundamental...

Reviews the development of environmental management, with specific reference to its effects on service industries in general and the hospitality industry specifically. The impact of environmental management on the hospitality industry was tested using a postal survey of hotel managers. The...

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...