This study examines the impact of front line personality traits on customer satisfaction in hotels in the UK. The literature review, which is the secondary data, serves as a basis for this study and it is made up of two parts: Review of the hotel industry in UK, the relationship between generic...

Purpose – This paper aims to determine the importance of the human touch in customer service interactions. Design/methodology/approach – The paper is based on two original studies using tech-savvy respondents, utilizing a survey and scenario-based research. Findings – The paper finds that,...

As contracting of public transport services increases in sophistication, there is a growing focus on an increasing number of key performance indicators that emphasis service quality. Although contracts won under competitive tendering or by negotiation are assessed on a number of evaluation...