International Journal of Contemporary Hospitality Management: Volume 16 Issue 5

Service failure recovery in China

Vincent P. Magnini, John B. Ford

In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure…

Industry‐specific and general environmental factors impacting on hotel employment

Kevin K.F. Wong

The demand for manpower resource by a hotel is derived from the public's demand for travel goods and services. In filling job vacancies, hotel managers are confronted with an…

Creating economic value in the US airline industry: are we missing the flight?

Melih Madanoglu, David Y. Chang, Yung‐Hui Chu

Prolonged periods of ineffective capital allocation and mismanagement destroy massive amounts of wealth and damage the economic wellbeing of the service and manufacturing…

Explaining the performance of a new public service visitor attraction shop

Lesley‐Ann Wilson, Emily Boyle

Because public service visitor attractions are increasingly under pressure to provide best value for money by generating revenue as well as offering a service their shops are…

Destination image: to see or not to see?

Christopher J. White

A review of the tourism literature revealed that the conceptualisation and operationalision of destination image as a construct was fragmented and incomplete. Literatures relating…

Those who serve drinks: a study of barstaff

John D. Pratten

The pub owning companies are placing a large and increasing emphasis on customer satisfaction, and are regularly modifying their training programmes to emphasise this requirement…

Employees' interference with the distribution of guest satisfaction questionnaires

Yaniv Poria

The literature claims that respondents who fill in guest satisfaction questionnaires do not form a truly representative sample of the hotel guests because they do so on a…

A profile of Turkish tourism

Cengiz Demir

Tourism has been playing an important role in the Turkish economy since 1980. The year 1983 was the turning point for Turkish tourism in the national and international tourism…