Failure adequately to define or understand hospitality as a commercial phenomenon has created a fragmented academic environment and a schizophrenia in the industry that has the potential to limit its development as a global industry. This article suggests that, by redefining hospitality as...

Hotel restaurants are widely considered to be under‐performing assets and hotel companies have sought to improve their financial performance in a number of ways including outsourcing to specialist restaurant companies. This article reports the findings of a study that explores the key...

Purpose – The purpose of this paper is to explore the ways in which a transactional marketing approach can generate customer loyalty in a hotel brand. Design/methodology/approach – The paper provides a review of the paradigm shift from transactional marketing to relationship marketing, in...