Objective – The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and...

The International Standards Organisation's ISO 26000 on social responsibility supports organisations of all types and sizes in their responsibilities towards society and the environment. ISO 26000 recommends that organisations ought to follow its principles on accountability, transparency,...

Consumer researchers have become increasingly interested in the study of coping. This research contributes to this novel paradigm by investigating structural theories of coping with service failure using a hierarchical structure. Design/methodology/approach – For this purpose after an...

Purpose: This contribution presents a systematic review on service quality in higher education. It discusses about the latest opportunities and challenges facing higher educational institutions (HEIs) following the outbreak of the Coronavirus (COVID-19) pandemic. Design / methodology: The...

This paper replicates the results of the survey of experienced executives reported in Section IV of Seybert (2010). Seybert retracted the survey data from the originally published article due to concerns about the source of the data. I survey 79 experienced executives to elicit their beliefs...

The UK broadcast media landscape provides an interesting context to understand and explore the competitive dynamics of media organisations'. As an industry characterised by uncertainty and turbulence, this paper considers the process by which broadcast media organisations develop their...

Leadership is a matter of practice and accomplishment and leaders get better through effort. Unlike the conventional pathway which is funnel shaped and leaders start as generalists and progress towards specialization in narrow domains, the book demonstrates that the leadership development...