The area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. This study examined Chinese customer complaint behaviour towards Hong Kong hotel...

This paper examines how well theories of consumer behaviour allow prediction of the consumption of tourism and hospitality products and services. Given the changing demographic and psychographic profile of consumers in the UK, it is proposed that a multitude of theoretical paradigms may be...

Purpose – Food servers are often in a unique position to influence what customers choose, which in turn may affect their enjoyment of that food. The purpose of this study, therefore, was to evaluate the influence of positive and negative comments made by servers on food choice and acceptance....

Purpose – Experiential marketing is arguably marketing's most contemporary orientation, but as with many marketing innovations it has been largely overlooked by those involved in tourism and hospitality marketing and promotion. Whilst in many industries companies have moved away from...

Purpose – The purpose of this study is to examine the atmospheric elements of color, lighting, layout, style, and furnishings that make up the physical environment of a hotel lobby. Previous research indicates that these atmospheric elements impact overall guest perceptions and impressions....

Purpose – This paper aims to identify the factors that have influenced growth in the UK's boutique hotel sector, through the identification of attributes that attract consumers to these hotels. Design/methodology/approach – The study methods included a review of the literature and a survey...

Purpose – The purpose of this research is to explore the reasons for service failure in restaurants. The paper aims to give insights into customers' perceptions and response regarding service failure and recovery and to try to draw a parallel between consumers in a developing economy like...

Purpose – The study seeks to explore the factors which influence the consumer attitude and behaviour towards green practices in the lodging industry in India and also to explore the consumers' intentions to pay for these practices. Design/methodology/approach – A quantitative and qualitative...

Purpose – The goals of this study were to study consumer perceptions of food safety at restaurants and to compare these results to those of other food system actors. Design/methodology/approach – The data for this study were gathered from telephone interviews conducted with 1,014 randomly...

Purpose – The purpose of this paper is to identify the best approaches management should embrace to successfully attract and retain high quality human resource talent within the Niagara region's hospitality industry. Design/methodology/approach – A selected cross‐section of relevant and...