Purpose – The purpose of this case study to explain how the Visitor Journey framework was used by the London Development Agency to improve the accessibility of London as a tourist destination for disabled and non‐disabled visitors. Design/methodology/approach – The Visitor Journey is a new...

Purpose – The objective of this research is to apply the cost of quality (COQ) concepts in a hotel restaurant environment using the PAF (prevention, appraisal, and failure costs) model. Then use the percentage of sales approach to evaluate the significance of the COQ measures in the PAF model....

Purpose – The aim of the study is to assess customer perceptions of service quality delivered by front office, room service and an in house restaurant/café in the lodgings of Hamilton, New Zealand. Design/methodology/approach – The study uses a survey and interview technique. A survey...

Purpose – The purpose of this research is to explore the reasons for service failure in restaurants. The paper aims to give insights into customers' perceptions and response regarding service failure and recovery and to try to draw a parallel between consumers in a developing economy like...

Purpose – The aim of this paper is to understand the relationships between service quality and customer satisfaction and how they impact corporate image and customer loyalty. Design/methodology/approach – Data were collected from several cities in Mauritius. The study sample included...

Purpose – The issue of perceptions between buyers who have made online purchases and browsers who have browsed websites on the quality of travel websites is rarely, if ever, investigated by tourism and hospitality researchers. This paper aims to report on a study that examined these two groups...

Purpose – Key drivers of guest delight are attributes that have a surprise value and a direct relationship with customers' repeat visit intent and thus a business' overall success. It is an important strategic task to determine what those critical attributes are. The aim of this paper is to...

Purpose – The purpose of this study is to determine the value a convention center provides its customers, the brand the center offers, and the importance of the customer/business relationship. Value, brand, and relationship equity (RE) are components of customer equity (CE)....

Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also...

Purpose – Private kitchens have grown significantly in the past few years in Hong Kong and have become popular in the catering industry. This study aims to examine the expectations and perceptions of private kitchen diners regarding their dining experiences. Design/methodology/approach – A...