Table of contents
“Green” attributes and customer satisfaction: Optimization of resource allocation and performance
Lisa Slevitch, Kimberly Mathe, Elena Karpova, Sheila Scott‐HalsellThe purpose of this paper is to address issues of performance optimization through accounting for asymmetric responses of customer satisfaction to different types of product or…
An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry
Sonia Bharwani, Vinnie JauhariThe purpose of this paper is to identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an…
The influences of collectivism in hospitality work settings
Vincent P. Magnini, Sunghyup (Sean) Hyun, BeomCheol (Peter) Kim, Muzaffer UysalThe purpose of this paper is to test whether a hospitality worker's degree of individualism/collectivism influences his/her organizational citizenship behavior (OCB), comfort with…
Methodological approaches to job satisfaction measurement in hospitality firms
Jalayer Khalilzadeh, Giacomo Del Chiappa, Jafar Jafari, Hamid Zargham BorujeniThe purpose of this paper is to propose a new unbiased, reliable, exact, and systematic method of job satisfaction score estimation. The method considers affective and cognitive…
Be good for love or for money? The roles of justice in the Chinese hotel industry
Alice H.Y. Hon, Lin LuDrawing on the social exchange theory, the purpose of this paper is to examine the relationship between the interactional justice of supervisors and the job performance of…
High‐performance work practices, work social support and their effects on job embeddedness and turnover intentions
Osman M. KaratepeThe purpose of this paper is to propose and test a research model that examines whether job embeddedness mediates the effects of high‐performance work practices and work social…
Causal relationships between table game players' perceptions of service quality, perceived winning, and game spending: Moderating effects of demographic factors
Sang Mi Jeon, Vincent P. Magnini, Insin Kim, Sunghyup Sean HyunThe purpose of this paper is twofold: first, to examine the roles of five drivers of service quality (tangibles, reliability, responsiveness, assurance, and empathy) and perceived…
An empirical framework of financial characteristics and outperformance in troubled economic times: Evidence from the restaurant industry
Nan Hua, Qu Xiao, Elizabeth YostThe purpose of this paper is to explore the financial characteristics associated with outperformance of US public restaurant firms in challenging economic times and the empirical…
ISSN:
0959-6119Online date, start – end:
1989Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Fevzi Okumus