... the role of gender as a moderator of the posited relationships. Design/methodology/approach A sample of frontline hotel employees in Turkey serves as the study setting. Data were collected via self‐administered questionnaires. A total of 723 usable responses were obtained. Findings The results show...

... in terms of specific assets. Design/methodology/approach The study was conducted on a representative sample of hotels in Scotland, UK. Each of the surveyed hotels was asked for information about 13 operations or hotel processes. A comprehensive model is developed that establishes the relationship...

... to examine potential effects of locus of control, autonomy, self‐efficacy, technology anxiety and time pressure on the SST usage decision in a shopping, a library and a hotel situation. Design/methodology/approach The design of the study was empirical. Data for the study came from 187 college...

...Levent Altinay; Angela Roper; David Litteljohn; Angela Roper; Levent Altinay Purpose The purpose of this paper is to present directions for researching “new territories” by systematically reviewing contemporary research in the area of hotel internationalization. Design/methodology/approach...

..., performance‐related rewards, customer‐oriented culture, empowering management style, and empowered behavior was filled out by 356 frontline employees of 16 luxury hotels in seven European countries. These statistical analyses removed common‐method bias. Findings Results of regression analyses...

... a hierarchical map of components and explain overall satisfaction the laddering technique was applied to a sample of hotel customers. Results suggest that the links between concrete attributes, high‐level benefits, and values provide a better explanation of overall satisfaction than service attributes alone...

.... Advertising Hotels The primary goal of this exploratory study is to shed some light onto the relative effectiveness of emotional versus rational appeals in services advertising. Although a service brand image is a combination of personal experiences with the brand, word‐of‐mouth communication...

...Peter J. Danaher; Jan Mattsson How service evaluations are influenced by the complexity of the service delivery process has not been adequately studied. Therefore, this study investigates three types of service processes: a hotel stay, a day conference and a restaurant visit, which represent...

... delivery process in a hotel. Its conference day guests rated the delivery process based on four distinct service encounters: arrival, coffee break, lunch and conference room. The aim was to investigate how quality factors were related to their respective encounters and how cumulative satisfaction levels...

...Richard Teare Proposes that a key question for hotel operators in the 1990s is how to create and sustain a service culture which appeals to consumers and effectively differentiates their product offer. Raises five design considerations for hotel companies wishing to improve the service climate...