Brand image is a prominent marketing tool for many destination marketers. A strong brand image is equivalent to a rise in first-time customer purchase, positive word-of-mouth (WOM) and customer loyalty. Mauritius is a popular holiday destination for Europeans, however, there is a lack of...

The rapid spread of the economic crisis has affected the number of international tourist arrivals and the hotel industry in many regions of the world with dwindling occupancy rates. Tourists are more likely to be price sensitive and change their buying patterns during periods of economic...

It is acknowledged that brand image has an impact on the behavior of individuals. It influences the tourists’ pre-purchase decision-making behavior where destinations with stronger images are more likely to be selected. Brand image also influences post-purchase decision-making including...

The purpose of this paper was to assess the service quality of a call centre as perceived by its employees using the SERVQUAL model. The paper focused on employees as internal customers and the critical role employees play in the delivery of quality service. The dimensions predicting front-line...

Tourist satisfaction is one of the most important concerns of competitive destinations as it considerably impacts on the tourist’s choice of the holiday destination, and the decision to visit the destination in the future. As a result, tourist satisfaction is one of the most investigated...

Purpose This study explores customers’ reactions to waiting experiences in service encounters. It seeks to explore the key driving features determining customer satisfaction and dissatisfaction with waiting experiences during service encounters. The main challenge for service organisation is...