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...

Over the last two decades, the hospitality industry has witnessed a considerable shift of focus towards customer orientation, however, the vast body of the relevant hospitality research literature – with few exceptions concentrating on the concept of internal marketing and internal service...

Purpose – This paper's aim is to critically review the use of Delphi techniques in qualitative research for utilising “expert” opinions and to explore through a detailed example how Policy Delphi can be used by hospitality researchers as an alternative to the more widely used Normative...

Purpose – Although the threat of terrorist attacks is not a new phenomenon for hotels, limited literature exists on measures that hotels can take to prevent them or limit their damage. The purpose of this paper is to propose a baseline strategy to address this threat....

Purpose – To offer a complexity‐informed framework for the design of an effective organizational crisis response system. Design/methodology/approach – A narrative analysis of the crisis response in a hotel chain facing a major food poisoning outbreak, seen from a complexity theory...

Tourism and hospitality organizations have always been exposed to disruptions, stresses, and crises, making the management of these adversities a necessary skill. The prolonged and complex turbulence that the industry is often facing from epidemics and pandemics, climate change and extreme...