...Soyeon Kim; MiRan Kim; Laee Choi Purpose This study aims to develop and test an integrative model that examines the effects of customization and perceived employee authenticity on customer delight, which in turn influences customers’ willingness to recommend (WTR) and willingness to pay a premium...

...Mette Sandoff Purpose This paper is based on the empirical study of human resources and service work and its purpose is to reveal that the international hotel industry is becoming more standardized. The argument presented here is that progressive standardization within customized service...

..., understanding the social dynamics involved becomes a uniquely important issue to hospitality organizations: Selecting people for customer service roles is similar to casting people for roles in a movie. First, both require artful performances aligned with the audience expectations. Creating...

... the McDonaldization thesis by reference to an alternative paradigm of “mass customization”. Argues that this is not only the logical next step for the production of goods and services, but also that it is already starting to happen. As with every other mass producer, the fast‐food sector has reached the limits...