International Journal of Contemporary Hospitality Management: Volume 22 Issue 7

Hotel performance: state of the art

Ruggero Sainaghi

How do we measure the success of a hotel business? What factors determine performances? This paper seeks to explore the responses which researchers and practitioners have given to…

Evaluating stability of the performance‐satisfaction relationship across selected lodging market segments

Haemoon Oh, Miyoung Jeong

The purpose of this paper is to illustrate new methods of examining structural differences among segmented markets beyond comparing merely univariate variable mean scores, so as…

The relationship between consumer complaining behavior and service recovery: An integrative review

Min Gyung Kim, Chenya Wang, Anna S. Mattila

The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery…

Organizational justice, employees' ethical behavior, and job satisfaction in the casino industry

Shiang‐Lih Chen McCain, Henry Tsai, Nicholas Bellino

The paper aims to examine the antecedents and consequence of casino employees' ethical behavior. In particular, it proposes that both distributive and procedural justice have…

Interoperability and Open Travel Alliance standards: strategic perspectives

Ajith Nayar, Srikanth Beldona

Since the advent of non‐proprietary technologies fostered by the internet, the travel distribution model has been subjected to significant changes. One of the primary changes has…

The application of activity‐based costing to a support kitchen in a Las Vegas casino

Paige Vaughn, Carola Raab, Kathleen B. Nelson

The paper aims to examine the activity‐based costing (ABC) method as a feasible and appropriate tool for the casino and hotel industry to apply to support kitchens in order to…

An examination of the transactional relationship between online travel agencies, travel meta sites, and suppliers

Natasa Christodoulidou, Daniel J. Connolly, Pearl Brewer

The purpose of this paper was to explore the ways travel intermediaries (online travel agencies (OTAs) and travel meta sites) used throughout the distribution value chain engaged…

Advances and trends in hospitality and tourism

Seyhmus Baloglu, Mehmet Erdem, Pearl Brewer, Karl Mayer