International Journal of Contemporary Hospitality Management: Volume 27 Issue 1

Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?

Osman M. Karatepe

The purpose of this paper is to examine personal resources as a mediator of the effect of perceived organizational support on emotional exhaustion, extra-role customer service and…

New aspects of research to assess and manage critical incidents in service encounters: Teleological actions, interactive interface and perceptual gaps

Carmen Padin, Göran Svensson, Carmen Otero-Neira, Nils Høgevold

The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological…

Examining the effects of vacation ownership product attributes on customer satisfaction: An investigation of product purchase and use

Amy M Gregory, H.G. Parsa, Khaldoon Nusair, David J Kwun, Sanjay Putrevu

This research aims to propose a model that may be used to classify product attributes according to their effect on customer satisfaction within the services industry. It also aims…

Does the adoption of customer and competitor orientations make small hospitality businesses more entrepreneurial?: Evidence from Kazakhstan

Galimzhan Aidarkulovich Seilov

– This paper aims to investigate the influence of customer and competitor orientations on the entrepreneurial orientation of small hospitality enterprises in Kazakhstan.

Measuring service quality in mid-scale hotels

Dennis A Rauch, Michael Dwain Collins, Robert D Nale, Peter B. Barr

The purpose of this study is to identify an appropriate factor structure that may be utilized to effectively measure a hotel’s performance relative to service quality in a…

New insights into dynamic efficiency: the effects of firm factors

Laura Parte-Esteban, Pilar Alberca-Oliver

This paper aims to investigate the determinants of dynamic efficiency in the Spanish hotel industry. The study also aims to introduce a large number of variables potentially…

Differences in service quality perceptions of stakeholders in the hotel industry

Bekir Bora Dedeoğlu, Halil Demirer

Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’…

Meeting career expectation: can it enhance job satisfaction of Generation Y?

Haiyan Kong, Sujuan Wang, Xingxing Fu

This paper aims to explore the influence of career expectations on job satisfaction of Generation Y, as well as the mediating effect of career expectations on the relationship…

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