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Keywords: Hospitality industry
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Journal Articles
Managing Service Quality: An International Journal (2014) 24 (1): 45–62.
Published: 07 January 2014
... to be more inclined to invoke the unconditional service guarantee in the event of a satisfactory service recovery and therefore act in an opportunistic manner toward the service provider (i.e. out-group). Service recovery Cultural orientation Hospitality industry Invoke intentions Service guarantees...
Journal Articles
Managing Service Quality: An International Journal (1999) 9 (2): 136–143.
Published: 01 April 1999
...Amy Wong Ooi Mei; Alison M. Dean; Christopher J. White Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000...
Journal Articles
Managing Service Quality: An International Journal (1998) 8 (6): 402–406.
Published: 01 December 1998
... towards continuous improvement in performance. © MCB UP Limited 1998 Hospitality industry Human resource planning Service quality TQM In all measuring aspects, Hong Kong was the most popular tourist destination in Asia in the past 30 years (Bailey, 1995). Worldwide visitors come...
Journal Articles
Managing Service Quality: An International Journal (1996) 6 (6): 25–32.
Published: 01 December 1996
... redressed, will have serious consequences for the future success and development of the Province’s entire tourism sector. © MCB UP Limited 1996 Customer satisfaction Hospitality industry Northern Ireland Tourism In today’s hospitality environment, the true measure of company success...
Journal Articles
Managing Service Quality: An International Journal (1995) 5 (6): 39–43.
Published: 01 December 1995
... Limited 1995 Hotels Hospitality industry Service quality Turkey The importance of services in the lives of people is increasing in many parts of the world: the economic share of services currently accounts for more than half the sum of all GNPs worldwide[ 1 ]. Furthermore, as services...
Journal Articles
Managing Service Quality: An International Journal (1995) 5 (4): 16–21.
Published: 01 August 1995
... organization and unprecedented autonomy for the general manager of every hotel. Novotel has today reassumed its position as leader and innovator in the European hotel industry. © MCB UP Limited 1995 Hospitality industry Organizational change I would like to take you on a journey to improved...
Journal Articles
Managing Service Quality: An International Journal (1994) 4 (3): 36–40.
Published: 01 June 1994
... not meet their requirements in terms of choice and quality. This applies to a whole range of products and services including those provided by the hospitality industry. Managements are constantly striving to meet customer requirements and in an effort to fulfil this objective have turned to a wide...
