International Journal of Contemporary Hospitality Management: Volume 20 Issue 4

Jazz musicians: creating service experience in live performance

Krzysztof Kubacki

Although music has been indicated by nightclubs and pubs' patrons as the most important service offering, the service marketing literature provides very little guidance on how…

Online distribution strategies and competition: are the global hotel companies getting it right?

Gabriel Gazzoli, Woo Gon Kim, Radesh Palakurthi

The internet has significantly changed the ways hotels distribute and price their products. The imminent success of online intermediaries caused financial problems for hotel…

How do the preferences of online buyers and browsers differ on the design and content of travel websites?

Rob Law, Billy Bai

The issue of perceptions between buyers who have made online purchases and browsers who have browsed websites on the quality of travel websites is rarely, if ever, investigated by…

Hospitality workplace problems and poor training: a close relationship

Jill Poulston

This paper seeks to examine common hospitality problems with the aim of identifying relationships between them, and the central issue.

Changes in hotel industry budgetary practice

Tracy A. Jones

The purpose of this paper is to provide an insight into budgetary practice in UK‐based hotel organizations and an update on previous survey work in this area. The research aims to…

A network perspective on managing stakeholders for sustainable urban tourism

Seldjan Timur, Donald Getz

This study aims to examine the current network of inter‐relationships of stakeholders representing government, the community and the tourism and hospitality industry, and their…

A survey method for identifying key drivers of guest delight

John C. Crotts, Bing Pan, Andrew E. Raschid

Key drivers of guest delight are attributes that have a surprise value and a direct relationship with customers' repeat visit intent and thus a business' overall success. It is an…

Editorial

Fevzi Okumus