International Journal of Contemporary Hospitality Management: Volume 11 Issue 1

Waiting for service: the effectiveness of recovery strategies

Gordon H.G. McDougall, Terrence J. Levesque

Two experiments examined the effectiveness of service recovery strategies in situations where the service firm made customers wait even though they had made a reservation. The…

Corporate change: education as a catalyst

Michael C.G. Davidson, Lyndall de Marco

Provides a brief review of the organisational change process literature and its applicability to the hotel industry. It also uses an international hotel as a case study to…

Measuring quality gaps in hotels: the case of Crete

Hadyn Ingram, George Daskalakis

Reports on a study that applied the well‐ established SERVQUAL methodological instrument to an investigation of those hotels in Crete that have adopted the ISO 9000 quality…

Smoking in the restaurant industry: time for a ban?

Lynsey Cuthbert, Dennis Nickson

Recent speculation on whether the Government may seek to enforce a total ban on smoking in the UK’s bars and restaurants has reignited a long standing debate about the commercial…

The importance of examining philosophical relationships between tourism and hospitality curricula

Kuan‐Chou Chen, David Groves

In an effort to understand the base differences between tourism and hospitality academic programmes, it is important to understand their philosophical relationships. Different…

An examination of the organisational characteristics of selected German travel companies in Turkey

Orhan Batman, H. Hüseyin Soybali

Tour operators have played an important role in the marketing and distribution of tourism products to customers. As one of the major tourist‐generating countries, the significance…