..., interpretivist design was used, drawing on in-depth interviews with 30 managers and frontline employees from three- to five-star hotels in Ghana. Findings Knowledge-driven CRM is shaped by internal and external stakeholder drivers and barriers. Internal drivers, including personalised adaptive communication...

... questionnaire was used to collect data from 355 employees of authorized hotels from the conurbation of Cape Coast and Elmina in Ghana. To evaluate the study's research hypotheses, the authors used WarpPLS and PLS-SEM. Findings The findings demonstrated that while knowledge-sharing behaviour did not directly...

... performance and repurchase intentions from an emerging market perspective. Service quality Customer satisfaction Service recovery Repurchase intention KFC Ghana In today's business world, service organizations attempt to provide high-quality services to satisfy customer experience, especially...

.... By adapting a crisis management framework, the authors elected to fill this gap by exploring small and medium-sized hospitality and tourism operators' (SMHTOs) personal experiences of managing the coronavirus disease 2019 (COVID-19) in Ghana. The study uncovers their crisis-coping strategies as well...

...Christopher Mensah Purpose The purpose of this paper is to examine the relationship between perceived dependence on tips and vulnerability to sexual harassment (SH) among hotel employees in Accra Metropolis, Ghana. Design/methodology/approach Within a cross-sectional research design, 583...

...George Kofi Amoako; Emmanuel Kotey Neequaye; Solomon G. Kutu-Adu; Livingstone Divine Caesar; Kwame Simpe Ofori Purpose The purpose of this paper is to investigate how relationship marketing practice can lead to customer satisfaction in the current practices in the hotel industry in Ghana. Globally...