Purpose – Service quality and relative performance of public universities in East Africa. Design/methodology/approach – Exploratory survey of three public universities in East African countries namely Moi, Makerere and Dar es salaam universities from three East African countries of Kenya,...

Purpose – The advent of social media is dramatically changing the way marketing communication is conducted. This paper reports a study regarding the use of social media in the wellness industry. This industry is competitive and utterly dependent on creating mutually beneficial relationships...

John M. Browning was the greatest gun maker the world has ever known. The company he created has been recognized for a century as the industry leader in innovation and quality. A host of changes in external factors like social values and politics have brought the Browning company and the...

Owing to the customer‐oriented service endeavours, firms, either private or public, need to improve service offerings by determining the demands of their target groups. Exploring the current ratings of customer expectations and customer perceptions on specific service attributes provides a...

Provide a background to the management, the strategies and the issues facing a charter airline. Explains how information technology (IT) has helped British Caledonian Airways to be successful since it was formed by the merger of the charter operations of British Airways and British Caledonian in...

Purpose The purpose of this paper is to explore the banking experiences and awareness of marketing efforts of banks among youth in mainland China. Design/methodology/approach Four focus-group interviews were conducted. A convenience sample of 26 participants aged 17 to 20 years was recruited in...

Purpose This paper aims to review contributions made to the strategic question about the main trends, opportunities, challenges and success factors in the Russian hospitality and tourism market in the experience economy era. Design/methodology/approach Based on the strategic question, a critical...

Purpose This study aims to profile the Worldwide Hospitality and Tourism Themes ( WHATT ) issue “What are the main trends, challenges and success factors in the Russian hospitality and tourism market in the experience economy era?” with reference to the experiences of the theme editors,...