... Valorization Perceptions Gap model Music is an important part of the overall experience when visiting a food service establishment in everyday life or during the holidays (Ryu and Han, 2011). Even if the manager does not attach great importance to it, it co-shapes the character of the establishment...

...Omar Moufakkir; Yvette Reisinger Purpose This study aims to further an understanding of hospitality employees’ perceptions of their customers in the context of service encounter by utilizing the concepts of contact hypothesis and cultural distance in a multi-ethnic environment. The study compares...