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This study aims to report the descriptive statistics of cost-system obsolescence (CSO) in the Turkish hotel industry and contingent factors that affect the CSO.

To validate the reflective measurement model, first, an exploratory factor analysis in statistical package for social sciences was conducted. Then, a confirmatory factor analysis using maximum likelihood in analysis of moment structures was performed to establish the reliability and validity of the construct measurements.

The results demonstrate that CSO symptoms did not occur frequently in sample Turkish hotels. Turkish hotels were found to operate in intense competition and a significant relationship between competition intensity (CI) and CSO takes place. The hospitability industry has been perceived as rather uncertain. However, perceived environmental uncertainty (PEU) had no significant effect on CSO, and there was no mediation effect on the relationship between CI and CSO. Turkish hotels were found to perform market-orientated activities at a mediocre level. However, no significant relationship was found between market orientation (MO) and CSO. Additionally, Turkish hotels with decentralized decision-making structures and “prospector-type” strategies were found to have less CSO. On average, Turkish hotels have centralized decision-making structures and pursue “analyzer-type” strategies.

This study contributes to previous literature related to accounting information in the hotel industry. It also aims to give additional insight into Turkish hotels’ competitive environment, MO activities, decision-making structures and strategies and their association with CSO.

The study examined CSO in the Turkish hotel industry and factors that affect CSO. The study results provide additional insight into Turkish hotels’ competitive environment, MO activities, hotel structure and strategy. A new model to test CSO was created and validated using structural equation modeling (SEM).

This paper aims to present a methodology for assessing end‐user experiences of workplace environments and proposes an “experience sheet” as a way to illustrate the findings.

In the theoretical part, the article combines understanding from post‐occupancy evaluations in the facilities management field with service process audits in the hospitability sector. This methodology is then tested in a case environment.

The findings suggest that the methodology and the experience sheet provide a usable and interesting way of assessing user experience in the workplace environment.

This article offers an illustrative way to understand user experience in workplace environments, and through that helps in improving existing working environments and in creating new ones.

This article combines theoretical understanding in a cross‐disciplinary manner in a novel way, and through that introduces a usable method for workplace improvement for practitioners.

The purpose of this study is to detect the differences in satisfaction levels with regard to different elements of the city tourism offering during the season and off-season. Furthermore, the aim is to find out what factors determine the satisfaction of season and off-season tourists.

This paper is based on the results of a survey conducted during 2016 in Opatija and Rijeka (Croatia). The analyses were conducted on a sample of 1,249 respondents. Data analysis included principal component analyses, ANOVA and series of regression analyses.

Results confirmed that there is a significant difference in overall satisfaction, as well as in all five satisfaction dimensions, between tourists visiting the cities during the season and those visiting in the pre- and post-season. In addition, simple regression analyses revealed that tourists staying in those cities during the peak season expressed a statistically significant higher level of satisfaction than those visiting in the pre- and post-season. However, no statistically significant difference was found in overall satisfaction and in four out of five satisfaction dimensions, between pre- and post-season tourists.

The findings have relevant implications for destination managers in their further decisions aimed at developing a more satisfactory tourism offering in the season and off-season.

The main contribution of this paper lies in the connection between tourist satisfaction and the season of their visit, as previous studies have rarely considered the season when analysing tourist satisfaction with the destination offering.

This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.

The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.

The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.

This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.

This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.

本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。

本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。

本论文提出的理论模型可以进行实际测试, 以检测酒店运营中服务创新相关的顾客满意度和行为意向。研究表明, 影响顾客满意度的因素有七个：创新性硬件因子、创新性人文因子、创新性功能性因子以影响顾客交易方面的满意度、复杂性、有意义性、新意、以及可负担度以决定整体顾客满意度。顾客期待是由社会因子、信息、知识、和其影响实际感官的需求、以及顾客期待和实际感知之间的差别。交易性满意度、整体满意度、和行为意向之间的关系能够全面解释顾客满意度, 其在感知前、中、和后的过程中。

本论文强调了创新性服务流程和顾客评价对服务创新的重要性。本论文综合文献给出服务创新的概念能够帮助从业人员找到有效影响顾客满意度和行为意向的关键因素。因此, 制定出配合运营管理中的营销策略。

本论文根据审视关键理论和相关文献, 提出了酒店运营中营销服务创新的顾客满意度关键因素。

The purpose of this paper is to develop a conceptual framework for understanding the relationship between sexual dissidence, gender transgression and commercial hospitality. The paper aims to argue that this can be used to examine how ideological assumptions about lesbian, gay, bisexual and transgender (LGBT) consumers are mobilised in the production and consumption of hospitality spaces.

The paper synthesises three theoretical strands: first, Turner's concepts of the liminoid and communitas; second, anthropological and socio‐political conceptions of myth and myth‐making and third, Lefebvre's spatial dialectic in the production of material, abstract and symbolic space. It is argued that, when considered together, these theoretical approaches help to understand the consumer experience, the ideological assumptions that underpin the experience, and the processes through which the experience is constructed.

The holistic nature of the approach helps to analyse the relationship between consumption and community ideologies at the micro level of personal interaction, the meso level of group and organisational norms and the macro level of societal structures and agencies.

The application of this framework in empirical research can enhance our understanding of the role of commercial hospitality spaces in reproducing and challenging particular ideological assumptions about LGBT consumers. It can inform the operational strategies of commercial organisations. Furthermore, it can underpin a critical perspective on management, which encourages practitioners to develop a sense of social responsibility towards the communities of consumers they target.

Applying this framework to empirical research will also help one to understand the nature of consumption and production within commercial hospitality.

This study aims to examine the multisensory experiences of participating in a cooking class and how they shape perceptions of destinations in the pre-trip stage. Performance theory and prosumption provide a theoretical lens to investigate how a cooking class influences the pre-trip destination sensescape.

This study used participatory action research consisting of an immersive Tatarstan cooking class experience with the supporting materials of music and videos, focus group discussions and participant observations.

Cooking class participants prosume local culture and (re)construct the perceptions of Tatarstan by partaking in cooking classes through a multisensory experience. The pre-trip destination sensescape formation in the cooking class is dynamic, stimulating and memorable. With active engagement in co-creating in the process, such experience significantly strengthens and reshapes the perceptions of a destination.

Cooking classes can be leveraged in pre-trip marketing as a tool to enhance the competitiveness of tourism destinations and contribute to accessible tourism, such as engaging visually impaired tourists’ other heightened senses in experience design and marketing.

This study revealed that participation in cooking classes involves active, embodied and multisensory engagement, which acts as a vehicle of the destination perception change.

This paper aims to provide an action-orientated reflection for promoting gender equality in hospitality, based on Bradley’s (2013) approach that considers the operation of gender in the “production” and “reproduction” spheres of social life. To that end, it reflects on women’s career development in hospitality based on the Western perspective.

A two-stage thematic analysis of a public research seminar on gender issues in tourism and hospitality were used to explore issues of women’s career development within the intertwining spheres of “production” and “reproduction”.

Three themes, namely, culture of an open dialogue, bringing men into the equation and educating the future workforce, emerged from data to propose new insights on “what can be done” about gender equality in tourism and hospitality, including practical suggestions for transformations of gender relations in organisations.

This paper contributes new knowledge on women’s career development in the hospitality industry by proposing recommendations to address gender gaps including fostering a culture of an open dialogue based on an inclusive listening environment, recommending changes to organisational policies and culture and integrating the subject of gender into tourism and hospitality curriculum.

By proposing a sociological perspective of gender in hospitality employment informed by Bradley (2013), this study challenges the traditional masculinity and the long-standing gender labour division through education, organisational and daily practices thus tackling fundamental gender issues.

The purpose of this paper is to examine an empirical model of internal marketing (IM) and internal service quality (ISQ) in tourism restaurants operating in Jordan.

A structured and self‐administered survey was employed targeting managers and employees of tourism restaurants operating in Jordan. A sample of 334 of tourism restaurants managers and employees were involved in the survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path model analysis was also used to test the hypothesised interrelationships of the research model.

The empirical findings indicate that IM consists of six dimensions: staff recruitment, staff training, internal communications, staff motivation, job security and staff retention. Staff recruitment, staff training, and internal communications positively and significantly affected staff motivation. Staff recruitment and internal communications positively and significantly affected ISQ. Staff motivation positively and significantly affected job security, and job security positively and significantly affected staff retention. Finally, staff retention has positively and significantly affected ISQ. Staff recruitment exerted the strongest effect on both staff motivation and ISQ.

Theoretically, the authors examined only six components of IM that lead to ISQ; meanwhile other components could affect ISQ. There could also be other factors that affect the practice and components of IM and ISQ. This research has also examined the effect of IM and ISQ only. The potential effect of ISQ on business performance needs to be examined.

Tourism restaurants managers should have a holistic approach for IM and ISQ. Three dimensions of ISQ – reliability, assurance and empathy – loaded on one factor named “interaction quality”. This finding has important implications since it reveals that “internal customers” (employees) have “working needs” that should be met in order to meet and satisfy external customers’ needs. Managers and executives can benefit from the research findings while designing their IM and ISQ strategies to achieve long‐term organisational objectives.

This is the first research effort devoted to examining the interrelationships of IM and ISQ in tourism restaurants. Executives and managers can benefit from the research findings while designing their IM and ISQ strategies to achieve long‐term organisational objectives. International tourism organisations planning to expand their operations Jordan's tourism industry have now valuable empirical evidence regarding two important concepts in this industry – IM and ISQ.

There is a substantial body of the literature on the role of destination image in tourist’s future behavior, however, the majority of these studies were conducted in “Sun-and-Sand” destinations, and only a few studies have addressed this research topic in “Historical-and-Cultural” destinations context. The purpose of this paper is to fill this gap by investigating the impact of Egypt’s perceived destination image – as one of the most famous cultural and historical destinations in the global tourism arena – and tourist satisfaction on tourists’ future behavioral intentions.

The study adopted a mixed methodology (a combination of survey questionnaire based on a quota sample from 400 tourists, as well as semi-structured interviews with tourists from different nationalities). Data were analyzed using exploratory factor analyses, confirmatory factor analysis and structural equation modeling.

The results related to the impact of the perceived destination image are discussed. Also, some practical implications related to destination management organizations are highlighted.

The study contributes theoretically and empirically to destination image literature, by improving the understanding of the multi-dimensional nature of destination image and its impact on revisit intention and word-of-mouth recommendation. Also, it helps in guiding Egypt’s destination image management activities to rebuild Egypt’s image as a safe destination for all the world’s travelers.

The purpose of this paper is to examine a multidimensional model of marketing culture and performance in tourism restaurants operating in Jordan. The paper introduces a model proposing certain associations between Webster’s (1990) marketing culture dimensions and attempts to underline how such associations affect restaurants’ performance.

A structured and self-administered survey was used, targeting managers and employees of tourism restaurants operating in Jordan. A sample of 334 tourism restaurants’ managers and employees were involved in the survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path model analysis was also used to test the hypothesised interrelationships of the research model.

The empirical findings indicate that the marketing culture dimensions are seven rather than six, as proposed by Webster’s (1990) original model: service quality, interpersonal relationships, management–front-line interaction, selling task, organisation, internal communication and innovativeness. “Organisation” had positively and significantly affected “interpersonal relationships”. “Interpersonal relationships” had positively and significantly affected each of “management–front-line interaction”, “selling task” and “internal communications”. On the other hand, each of “management–front-line interaction”, “selling task” and “internal communications” had positively and significantly affected “innovativeness”. However, “innovativeness” itself had positively and significantly affected each of “service quality” and restaurant performance. Finally, “service quality” had positively and significantly affected restaurants’ performance.

Only seven dimensions of marketing culture were examined; meanwhile, there could also be other dimensions that affect restaurants’ performance. This paper has also examined the effect of a multidimensional model of marketing culture on restaurants’ financial performance only; the use of other types of non-financial measures could yield different results. The fact that paper’s sample consisted only of Jordanian restaurants further limits its generalisation potential.

The paper reinforces the importance of sound marketing culture to Jordanian tourism restaurants. It further underlines the importance of several marketing culture dimensions, particularly those related to employees’ selection, development and communication. Further, the paper emphasises the particular importance of front-office employees to the success of Jordanian restaurants. Tourism restaurants’ managers and executives can benefit from such findings for designing their marketing culture strategies to achieve long-term performance objectives.

This paper represents the first empirical attempt to examine the interrelationships between marketing culture dimensions introduced by Webster (1990). Accordingly, it should shed more light on the dynamics of marketing culture within service organisations, and how such dynamics affect organisations’ performance. Further, the paper is the first of its kind to study marketing culture dynamics in the context of Jordanian tourism restaurants industry. International tourism restaurants planning to expand their operations in Jordan’s tourism industry have now valuable empirical evidence concerning the marketing culture dimensions and their effect on performance.