International Journal of Contemporary Hospitality Management: Volume 21 Issue 6

Entrepreneurship and leadership in hospitality: Insights and implications for hospitality and tourism education – Mr Harris Rosen in conversation with Drs Sandra Naipaul and Youcheng Wang

Sandra Naipaul, Youcheng Wang

The purpose of this paper is to provide insights and implications for hospitality management and education through an interview with an entrepreneur, leader, hotelier, and…

The effect of perceived fairness toward hotel overbooking and compensation practices on customer loyalty

Johye Hwang, Li Wen

The purpose of this paper is to investigate the effect of hotel overbooking and compensation practices on customers' perceptions of fairness and loyalty and examine the effects of…

Hotel management company forecasting and budgeting practices: a survey‐based analysis

Emmett Steed, Zheng Gu

The purpose of this study is to investigate and document current US hotel management company practices in budgeting and forecasting, and to recommend a process to improve accuracy…

Using data envelopment analysis to select strategies that improve the performance of hotel companies

João C. Neves, Sofia Lourenço

The aim of this paper is to illustrate the value of data envelopment analysis (DEA) for strategic analysis and performance management in the hotel industry.

Outcomes of customer verbal aggression among hotel employees

Osman M. Karatepe, Ilkay Yorganci, Mine Haktanir

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…

Understanding the mechanism behind the zero‐commission Chinese outbound package tours: Evidence from case studies

Hanqin Qiu Zhang, York Qi Yan, Yiping Li

This study attempts to demystify the mechanism behind the negative event of the so‐called “zero‐commission” tours that have become synonymous with the booming Chinese outbound…

Factors affecting the online travel buying decision: a review

Ivan Wen

The purpose of this paper is to review the literature on theories affecting consumers' online purchase intention of travel products. It seeks to explore the literature on the…

Disintermediation of hotel reservations: The perception of different groups of online buyers in Hong Kong

Rob Law

The purpose of this research is to investigate online buyers' views for and against disintermediation of hotel reservation.

Editorial

Fevzi Okumus