This study reviews the dramatic effects of COVID-19 on the hotel service industry and provides a reflective analysis of the changes that could be made to this industry moving forward into the future. As the COVID-19 pandemic plagues the hotel service industry with prodigious challenges and...

Research in service recovery and service innovation has attracted significant attention in recent years but few studies have focused on achieving service recovery through service innovation. The current study aims to bridge this gap in research – to investigate the effect of service innovation...

We study opaque selling using a unique dataset that matches hotel bookings made on opaque platforms (Priceline and Hotwire) with their counterparts in the transparent market. Controlling for hotel selection, opaque bookings provide 44% savings to consumers. The price variation across markets and...

Using the DART (dialogue, access, risk, and transparency) model as a core framework of value co-creation (VCC), and in the context of hospitality services, this study explores the role VCC might have in customers' perceived value (PV). The study delineates two characteristics of PV - perceived...

The tourism worldwide is continuously making high development ascent and the same is a result of the expansion in the hotel industry. About that is very remarkable the improvement of the working processes, i.e. the quality of the service, but also the construction of numerous new facilities,...

The core objective of this paper is to determine the level of online dialogue in social media between the tourist industry leaders and their customers. This study applies sequential explanatory industry-representative comparison with statistical and qualitative analysis of online word-of-mouth...

After January 25th 2011 Egypt witnessed political, economic and social instability leading to drastic consequences in the hospitality and tourism industry. Thus unstable situation reflected on the deteriorated occupancy percentages that led to declined profit margins, higher employee layoffs and...

This case study is intended for undergraduate students. We aim to have students analyze and propose alternative models for decision making regarding the implementation of administrative and management strategies in a business hotel. Information is presented on a hotel that has 53 rooms and a...

In this study, we demonstrate empirical evidence supporting the game theoretic argument that the presence of online reviews can curtail branded firms' quality advantage over independent firms due to signaling in experience good markets. Exploiting heterogeneous review platform penetration rates...

The main aim of this paper is to investigate the most important aspects and criticism of quality certification in the Italian hospitality industry. During the past few years ISO 9000 has become more popular within organizations but, on the other hand, doubts have raised about the effectiveness...