International Journal of Contemporary Hospitality Management: Volume 16 Issue 6

The influence of organisational structure on entrepreneurial orientation and expansion performance

Levent Altinay, Mehmet Altinay

This paper fills a gap in the research undertaken into the influence of organisational structure on entrepreneurial orientation and expansion performance. The expansion…

Dealing with complaints in services

Patrick McCole

Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework…

The relevance of profiling travel activities for improving destination marketing strategies

Rob Law, Catherine Cheung, Ada Lo

Recent economic progress has led to most Hong Kong residents having a high disposable income, and hence the high propensity to travel. Although there are many published articles…

Whole brain leadership development for hospitality managers

Dana V. Tesone

This article posits a model to describe a learning process that may be applied to the development of leadership practices of hospitality managers who are current practitioners in…

Accession to the World Trade Organization: challenges for China's travel service industry

Hanqin Qiu Zhang

China's travel agent industry started becoming a service industry after China opened its doors to the outside world in 1978. During the process of economic reform and…

Perceived quality and price: their impact on the satisfaction of restaurant customers

Marta Pedraja Iglesias, M. Jesus Yagüe Guillén

The intensely competitive environment existing in the restaurant sector makes it vital that firms achieve customer satisfaction in order to survive in the long term. Obtaining…

Evaluating service quality in a UK hotel chain: a case study

Jiju Antony, Frenie Jiju Antony, Sid Ghosh

Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by…

Customer satisfaction and waiting staff

J.D. Pratten

This study seeks to investigate the service expected by customers and the ways in which waiting staff can help to satisfy such expectations. Their backgrounds and ambitions are…