...Ashutosh Pandey; Ruchika Kulshrestha Purpose This study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed...

..., such as courtesy, that can influence service quality in a cross-cultural tourism setting. Bonnie Canziani can be contacted at: bonnie_canziani@uncg.edu © Emerald Group Publishing Limited 2016 Culture Perception Service quality Politeness Service encounters Courtesy Assessment...