... convenience. According to a recent survey, 78 percent of Americans aged 18-64 use online reviews to help them make purchasing choices (MarketingCharts, 2012). Online reviews Service operations Management systems Hospitality services Online review management Social media sites The study...

.../value This paper enhances one's knowledge of factors linked to employee engagement. Terje Slåtten can be contacted at: terje.slatten@hil.no © Emerald Group Publishing Limited 2011 Innovation Management strategy Hospitality services Employee involvement Norway Frontline...

... satisfaction Hospitality services Canada Superior service quality enables a firm to differentiate itself from its competition, gain a sustainable competitive advantage, and enhance efficiency (Mei et al., 1999 ; Kandampully and Suhartanto, 2000 ; Gounaris et al., 2003...

... and is an excellent tool for managers deciding on which innovations to implement. Innovation Service industries Hospitality services United States of America Customization Customers, in a number of industries, are constantly bombarded with run‐of‐the‐mill product and service offerings. As a result...

... favourable price tolerance among customers. © Emerald Group Publishing Limited 2005 Service quality Hotels Competitive advantage Tourism Hospitality services Australia Hotels provide facilities for the transaction of business, for meetings and conferences, and for recreation...

... Emerald Group Publishing Limited 2004 Leadership National cultures Customer satisfaction Service quality assurance Hospitality services Leadership effectiveness in the service setting is based on the ability to inspire employees towards achieving the organization's vision (Kondo, 2002...