Worldwide Hospitality and Tourism Themes: Volume 8 Issue 1

Services management and the growing number of Asian travellers – what needs re-thinking?

Leonardo (Don) A.N. Dioko

This paper aims to explore the rationale for the theme issue question “Services management and the growing number of Asian travellers – what needs re-thinking?” and profile the…

Conceptualising the impact of culture and language upon hospitality service management

Saloomeh Tabari, Jonathan A.J. Wilson, Hadyn Ingram

– The purpose of this paper is to explore the nature and definitions of culture and its relationship to language and cultural sensitivity in hospitality management services.

US and Chinese perceptions of simulated US courtesy

Jing Li, Bonnie Canziani, Yuchin Hsieh

The purpose of this study was to identify similarities and differences in US and Chinese subjects’ emotional responses to and perceptions of courtesy of simulated English-language…

A model for managing service encounters for neo-luxury consumers

Bonnie Canziani, Kittichai Watchravesringkan, Jennifer Yurchisin

This paper aims to explore a theoretical relationship among perceptions of consumer social class, the perceived legitimacy of customer requests for service and the delivery of…

Attention, emotion and hedonic service experiences: Managing and delivering services in the Asian Century

Jianya Ma, Ana Cláudia Campos, Shanshi Li, Sarah Gardiner, Noel Scott

This paper aims to address the central guiding questions: What principles of services management need urgent re-thinking in the Asian Century? What opportunities and challenges…

Emerging challenges for branded budget hotels in India: Thematic analysis of managers’ perceptions and customer expectations

Meghna Rishi, Gaurav Joshi

The purpose of this study is to identify the emerging challenges that are faced by branded budget hotels in India. The paper aims to do this by exploring the expectations as well…

Work attitudes of Generation Y in Macau’s hotel industry: management’s perspective

Raymond H.M. Fok, Ruth M. W. Yeung

– This study aims to explore the factors that affect the work attitudes of Generation Y towards the hotel industry in Macau from the perspective of senior management.

What needs re-thinking in services management in the dawning age of Asian travellers?

Leonardo (Don) A.N. Dioko

The purpose of this paper is to draw upon the various articles in this theme issue and identify the key services management principles that merit re-thinking in the face of the…

Reflections on the theme issue outcomes

Richard Teare, Leonardo (Don) A.N. Dioko

The purpose of this paper is to profile the Worldwide Hospitality and Tourism Themes (WHATT) theme issue “Services management and the growing number of Asian travellers: what…

Editorial

Richard Teare, Leonardo (Don) A.N. Dioko