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...

Purpose – The understanding of the factors that influence the selection of accommodation by guests is an important issue for international accommodation providers. The purpose of this research is to gain a greater understanding not only of the factors that influence the selection of motel...

Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also...

Purpose – This paper aims to investigate the consumer responses associated with crises in the hotel industry. More precisely, the current research explores the factors that affect consumer attitudes (i.e. impressions, perceived social responsibility, and future purchases) during a hotel...

Purpose – Private kitchens have grown significantly in the past few years in Hong Kong and have become popular in the catering industry. This study aims to examine the expectations and perceptions of private kitchen diners regarding their dining experiences. Design/methodology/approach – A...

Purpose – Dining out is integral to the American lifestyle. Diners want to make informed choices. The purpose of this research is to measure consumers' need for, and attitudes toward, nutritional information (NI) on menus in full‐service restaurants. Design/methodology/approach – Data were...

Purpose – The purpose of this paper is to evaluate consumer's perceptions towards descriptive menus and branding in hospital foodservice. This research is unique in its focus; earlier work has tended to concentrate on palatability and the variety of the menu rather than on dish description....