... study indicates that providing standardized service to all customers, regardless of cultural differences, might not be ideal. © Emerald Group Publishing Limited 2015 Cross-cultural studies Restaurants Consumer behavior Check-back Customer services quality Intercultural service encounter...

...: a case study ”, International Journal of Contemporary Hospitality Management , Vol. 16 No. 6 , pp. 380 ‐ 384 . Arasli , H. , Mehtap‐Smadi , S. and Katircioglu , S.T. (2005), “ Customer service quality in the Greek Cypriot banking industry ”, Managing Service Quality , Vol...

... labour Emotional labour acting strategy Emotional intelligence Emotional resource Emotional exhaustion Service recovery performance Frontline hotel employees Customer services quality Hotel and catering industry Due to increased competitions in the hospitality industry, organizations...

... in the context of casino service. IpKin Anthony Wong can be contacted at: anthonywong@ift.edu.mo © Emerald Group Publishing Limited 2012 Service quality assurance Casinos Gambling Gender Player type Chinese people Customer services quality China Consumer behaviour Leisure activities...

... be contacted at: yorknjcn@msn.com © Emerald Group Publishing Limited 2012 Festival programming quality Service quality Visitor experiences Visitor satisfaction Behavioral intentions Customer services quality Service quality assurance User satisfaction Leisure activities Entertainment...

... Limited 2012 Foodservice quality dimensions (physical environment food and service) Restaurant image Customer perceived value Satisfaction Behavioral intentions Customer satisfaction Customer services quality Consumer behaviour United States of America The consistent increase...

... services Human resource management Employment Training Customer services quality Outsourcing Carey (1999) has called strategic human resource management (SHRM) the fourth paradigm of HRM (preceded by the paradigms of welfare 1940s, administration 1950/1960s and service 1970s). It focuses...

... of quality in the hotel sector identifying gaps and highlighting new directions. Customer services quality Hospitality services Hotels Customer satisfaction Leadership Employees © Emerald Group Publishing Limited 2011 In hospitality operations, as in other services, the expectations...

.... Thus, there is a need to understand what aspects of their determinant attributes of service quality that customers consider important when evaluating the coffee experience. Coffee Shops Customer services quality Value added Customer satisfaction Australia Although a number of value...

... can be contacted at: clark.kincaid@univ.edu © Emerald Group Publishing Limited 2010 Catering industry Customer services quality Consumer behaviour Turkey The restaurant industry has experienced significant growth in the USA with sales forecasted for 2006 of 511 billion dollars...

... it to hotel reception later. Guest had the option to withdraw from their participation at any stage of the survey. © Emerald Group Publishing Limited 2010 Customer services quality Customer satisfaction Hotels India India is emerging as a fast growing free market economy with services...

... to maximize outcomes. Customer services quality Food service Factor analysis Restaurants Since an implicit promise of fairness commands a central role in human relations, enhancing perceptions of fairness as an effective route to business success has gained the attention of marketing...

..., research notes, book reviews and papers in Chinese were excluded. Haiyan Kong can be contacted at: hy.kong@polyu.edu.hk © Emerald Group Publishing Limited 2009 China Hotels Marketing strategy Customer services quality Human resources management Over the last two decades, hotel...

... direct future employee actions and choices, regenerating organizational climate. As a result, employees' perceptions of routines and rewards within the organization have been central in climate research. Organizational culture Hotels Greece Employee behaviour Customer services quality...

... in order to improve external service quality. John Paravantis can be contacted at: jparav@unipi.gr © Emerald Group Publishing Limited 2009 Customer services quality Restaurants Service levels Greece External service quality has received much research attention...

... surrounding the service experience of medicine may be magnified. Hospitals Hospitality services Patients Customer services quality Beyond this, healthcare and hospitality research integrating a specific philosophy of hospitality is limited though both are replete with many typical service...

... can be contacted at: kandampully.1@osu.edu © Emerald Group Publishing Limited 2007 Hospitality management Corporate image Customer services quality Customer satisfaction Customer loyalty In today's globally competitive market, hospitality firms have to seek ways by which...

... be contacted at: amohsin@mngt.waikato.ac.nz © Emerald Group Publishing Limited 2007 Customer services quality Customer satisfaction Hotels New Zealand Service quality has been and is currently an area of intense debate and research. Perhaps the evidence for this emerges from...

... to the respondents. © Emerald Group Publishing Limited 2005 Customer satisfaction Travel Tourism Hotels Customer services quality Malaysia From the VARIMAX factor matrix, 74.88 per cent of variance explains the 48 hotel attributes that are captured in the 12 factors. High factor loadings...

... Group Publishing Limited 2005 Customer satisfaction Higher education Students Customer services quality Financial constraints imposed on higher education have encouraged institutions to recruit larger international student intakes for sourcing revenue. During the last 20 years...