International Journal of Contemporary Hospitality Management: Volume 28 Issue 1

Customer satisfaction and its measurement in hospitality enterprises: a revisit and update

Abraham Pizam, Valeriya Shapoval, Taylor Ellis

This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its…

Sustainability in the hospitality industry: Some personal reflections on corporate challenges and research agendas

Peter Jones, David Hillier, Daphne Comfort

The purpose of this commissioned paper is to offer some personal reflections on sustainability within the hospitality industry.

Maximizing online bookings through a multi-channel-strategy: Effects of interdependencies and networks

Pietro Beritelli, Roland Schegg

Hotel managers are being challenged by the increasing multitude of distribution and sales channels. Online travel agencies (OTAs) in particular generate a great deal of…

Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective: Case of a chain hotel in the UK

Roya Rahimi, Ebru Gunlu

The purpose of this research is to empirically investigate the impact of organizational culture on implementing customer relationship management (CRM) in the hotel industry.

Experience value as a function of hedonic and utilitarian dominant services

Nina K. Prebensen, Sara Rosengren

The purpose of this paper is to examine the relative importance of dimensions of experience value in four different hedonic- and utilitarian-dominated services.

Do service providers adopting market segmentation need cooperation with third parties?: An application to hotels

Fei Du, Feng Yang, Liang Liang, Mingming Yang

This study aims to analyze the tradeoff between two potential marketing strategies for service providers, namely, market segmentation on the basis of reservation lead time and…

An empirical framework to predict idiosyncratic risk in a time of crisis: Evidence from the restaurant industry

Nan Hua, Michael C. Dalbor, Seoki Lee, Priyanko Guchait

The purpose of this study is to invoke prospect theory to construct an empirical framework to predict idiosyncratic risk, and argue that when a firm performs better than its…

Local food: a source for destination attraction

Peter Björk, Hannele Kauppinen-Räisänen

This study aims to explore factors affecting travellers’ food-related behaviour by focusing on the local food market. By doing so, the study contributes to the research on food…

Evaluating communication competency of tour guides using a modified importance-performance analysis (MIPA)

Dawood Sulaiman Al Jahwari, Ercan Sirakaya-Turk, Volkan Altintas

The purpose of this research is to evaluate the communication competency of tour guides using a modified importance–performance analysis (MIPA). Tour guides are cultural…