... and Management. Findings Findings suggest that studies of AI applications in hospitality are mostly theory-driven, whereas most AI methods research adopts a data-driven approach. State-of-the-art AI applications research exhibits the most interest in service robots. In AI methods research, little attention...

... of psychological traits in amplifying/reducing the negative impact of service failure severity on brand forgiveness, thus showing the importance of developing the psychological profiles of customers beyond demographic profiling. The emotional and cognitive typologies of consumers are key to understanding...

... simultaneous consideration and separate analyses of both the marketing/service and hospitality/tourism literature where CE research dominates. Design/methodology/approach This study integrated three review techniques, including a systematic review technique, evaluative technique and relational technique...

... re-use rights only This study aims to examine the interplay among three key drivers of service innovation success in the hospitality industry. Specifically, how internal marketing practices in hotels influence frontline employee involvement, training and empowerment for the new service...

...Alice H.Y. Hon; Steven S. Lui This paper highlights the strategic contingency power approach between individual- and group-level uncertainties in creativity. Uncertainty coping practices that alleviate the negative effects of uncertainties on creativity will be useful to managers and service...

... re-use rights only This paper enhances our understanding of how hospitality industries use economic factors of production. Labor in AFAGR is viewed as a given. This study suggests that food service industry may need to reevaluate its labor productivity, the way it is measured and how...

... any 25-year period, any disciplinary area will inevitably experience dramatic changes. Such changes result from the role of research in the academic array of activities (e.g. relative importance within the teaching–research–service triad), development of research foci among faculty members (e.g...

...Alleah Crawford Purpose The purpose of this research was to begin to answer the question “Can a person as an employee, an individual or a leader be pre‐disposed to deliver service?”. Design/methodology/approach To answer this question the research began exploring service from the provider's...

...Vivienne J. Wildes Unique training methods help to attract and retain career minded hospitality service professionals at The Inn at Little Washington, one of America’s top rated inns and restaurants. Professional development is discussed as it relates to teaching servers how to “read the customer...

... the commitment to excellence ethos. © MCB UP Limited 2001 Organizational change Management Implementation Service In 1997, the Forte Hotel group consisted of a conglomeration of brands, often competing against each other for the same market segment, and structured into London Hotels, UK...

... that cost competitiveness, mobilizing people and partners, and building a robust service delivery system are the top three competitive strategies which senior managers employ, while leveraging information technology and product differentiation are areas in which they showed the least confidence...

... and appropriate performance measures, related to service delivery system design, which create perception of organizational service quality. © MCB UP Limited 1999 In the hospitality industry competition is based on offering “value” in the service product. Measurement of value is subjective...

...John T. Bowen Reviews hospitality research relating to the themes of business development and service improvement. Relates this to five sub‐theme areas: market sensitivity and competitiveness; segmentation; branding and service customization; service quality and customer retention; product design...

... of the sector. Presents operational characteristics such as food and beverage services, security, design, staffing and pricing strategies. Considers marketing approaches, as well as the question of hotel classification and grading. Concludes that recent developments indicate a continued growth of a product...

... in the country will have to reconsider some of their original long‐term strategies. The growth and success of the US and French budget/economy hotel are reviewed, and parallels with the emerging growth and success of the UK budget hotel are drawn. In summary the authors consider that the concept of service...