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...

This article uses a case study approach to examine how human resource practices affect the delivery of guest services at a large theme park. The theme park uses a four‐pronged approach in managing its human resource function to ensure that service quality standards are maintained. Other...

This paper examines organizational climate and organizational culture within a hotel industry framework. An argument is put forward that there is a causal link between good organizational climate and the level of service quality in a hotel. Organizational climate is also examined within the...

Purpose – This paper seeks to deal with an exploratory analysis of the impact of technological innovations on the extent of outreach of hospitality services to customers. Design/methodology/approach – After a review of several hospitality services, two factors were selected to assess their...

Purpose – Programming of festivals is more and more becoming a source from which the competitive advantages of the festivals may originate. This study aims to conceptualize the dimensionality of programming quality of festivals and empirically test it and its relationships with the...

Purpose – The primary purpose of this study is to investigate the impact of information security breaches on hotel guests' perceived service quality, satisfaction, likelihood of recommending a hotel and revisit intentions. Design/methodology/approach – Five‐hundred seventy‐four US...

Purpose – Building and maintaining service quality is one means of retaining customers and thus establishing competitive advantage in the casino industry. The current study aims to investigate the relationship between casino service quality, player segments and customer loyalty in an Asian...

The increasing interest in NHS Support Services as areas where cost effectiveness and improved provision of value for money can be introduced has led to the Hotel Service concept in recent years. The Government′s review of the NHS will have a major impact on the quality of hotel services in...

“Service” became the buzzword of the 1980s. While umerous business school programmes have been progressive in research, publication and education in this area, service management in hospitality education has yet to receive the attention that it deserves. Offers a review of service management...

Interest in employee empowerment in hospitality operations is largely concerned with the improvement of customer service quality. Specifically, it is intended that through empowerment employees will be more committed to successful service encounters and will have the ecessary discretion and...