...) reveals that the objective of traditional models in the hotel industry is to predict whether hotel guests will recommend the hotel where they have just stayed (Milfener et al., 2011 ; Abdul-Rahman and Kamarulzaman, 2012), their intention to return (Alegre and Grau, 2010 ; Emir and Kozak, 2011...

...Su Mi Dahlgaard‐Park; M. Jesús Alvarez; Carmen Jaca; Elisabeth Viles; Anna Colomer Purpose The purpose of this paper is to see how quality management is carried out in hotels in the Basque Country, a region in the north of Spain with a long tradition in the tourist sector. Design/methodology...

..., and a “soft” phase to support the management, maintenance and improvement of the service delivery. All this has been applied to the hotel service sector where the interaction between tangible and intangible elements of the service are particularly evident. Design/methodology/approach The framework uses...