Purpose – The purpose of this paper is to develop an original framework to explore the effects of social influence (SI), market orientation (MO) and service quality (SQ) with moderating effect of emotional intelligence (EI) on customer loyalty (CL) and to discuss the mediational role of...

The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human...

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing,...

Quality has been historically viewed by hospitality organisations in terms of product and service efficiency. The emergence of total quality management in the 1980s has forced a significant number of them to move away from the idea of efficiency and put more emphasis on customer needs. Such...

This paper examines the linkage between human resource practices and the delivery of guest services in hospitality using a case study approach. In particular, these practices at a large theme park operation are presented in terms of their significance for service quality. The managerial...

Profiles the Hilton Group plc and some of the human resources issues that arise from operating an international portfolio of 500 hotels, with more than 60,000 employees in 50 countries. Expansion in 1999 triggered an extensive market research exercise to determine customer expectations of the...

To stay competitive, hotels need to develop a viable customer retention strategy. Since a key to the successful development of such a strategy rests with customer relationship management, hotels should identify the most profitable ways to build and maintain a loyal customer relationship. In an...

This paper investigates the threats to brand integrity in the hospitality sector where the brand owner is separated from the service provider and runs the risk of falling foul of cheating behaviour. It takes the case of the Shamrock bed and breakfast brand in the Irish tourist market. The...

No matter how much effort is placed into producing quality service, the true test lies in the perception of customers. To assess this perception, lodging executives have only a few quantitative instruments available from which to choose, since the development of such scales is still in its...

Hotels in Mauritius have faced difficult times during the 1990s because of changing customer demands and increasing competition from other tourist destinations like the Seychelles, the Pacific and Caribbean islands. The country’s hospitality and tourism sectors are trying to augment and offer...