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The main purpose of this chapter is to investigate whether hotel hospitality mediates and/or moderates the relationships between surprise experience and customer delight in the context of hotel services. This study, involving 300 Malaysian and non-Malaysian hotel guests, employs questionnaire surveys as the main data collection method. The results indicate that there is a strong and positive relationship between surprise and customer delight, and hotel hospitality mediates and also moderates the abovementioned direct relationship.

Although tourism destination image is a widely studied subject, the perspective of local players is generally neglected, albeit its relevance for informing the positioning and brand management strategies of the places is recognized. This chapter aims to determine the perceptions of key local public organizations from the historical-cultural and heritage sectors and companies linked to commerce and tourism (private sector) about the historic center of a United Nations Educational, Scientific, and Cultural Organization (UNESCO) World Heritage site in Brazil. The results of this investigation contribute to the development of marketing and tourism development strategies in historic towns, especially those classified as World Heritage by UNESCO.

This chapter examined the financial effects of COVID-19 pandemic on the Nigerian tourism by disaggregating the tourism sector into transportation industry, accommodation industry, travelling agencies, resorts/tourist site and regulatory agencies. Specifically, this study only targeted 240 key players in the Nigerian Tourism sector in Lagos state while the sourced data were analysed using Pearson correlation analysis. The result revealed that the emergence of COVID-19 pandemic has a negative statistical influence on both the transportation and accommodation industry. The financial implication of this result is that the emergence of COVID-19 pandemic increased the cost of transport, sharply reduced revenue inflow into the transportation and accommodation industry Again, the emergence of COVID-19 pandemic exerted positive significant influence on Travel agency and resort/tourist site. However, the emergence of COVID-19 pandemic exerted positive insignificance influence on regulatory agency. Hence, the study concluded that the emergence of the COVID-19 pandemic increased the cost of transport, sharply reduced revenue inflow into accommodation industry, increased travel agency and resort/tourist site costs. Premised on this, the study recommends that the federal government should ensure that the cost of transportation is subsidized, as this would help to correct the negative effect of COVID-19 on the Nigerian transportation industry.

The purpose of this chapter is to characterize knowledge organization (KO) as a field that is affected by geographic and diachronic variations in such a way that the recognition of a slanted KO could be considered an ethical option in the KO theory and practice. KO can be considered a dynamic social product that reflects a construction that is altered in space and time. Slants are inherent to any organization of knowledge and are manifested in multiple dimensions. There is a need to find a balance between the respect for the local specificities and the necessity of global access to information. Conceptual and terminological time and space slants in KO are presented. Examples of possible day-by-day searches are analyzed in order to evidence the different cultures that are involved in the different social-linguistic characteristics. The recognition of time and space as operational axes for an ethical approach to a slanted KO is important because: (a) it tries to intervene in represented and possibly disseminated biases that are practiced so far; (b) it recognizes the coexistence of diverse groups and communities, with local characteristics, meanings, and idiosyncrasies, that will need to communicate with each other in global information systems of information; and (c) it can promote an intercultural ethics of mediation, culturally warranted, in order to avoid cultural damages and to guarantee that descriptions can reflect the past while keeping an eye in the future, based on KOS whose functionality remains over time.

Pakistan is one of the most climate change and natural disaster-affected countries in the globe, where the lives and livelihoods of people are repeatedly affected due to these natural disasters. Over the past few decades, the country has been impacted by numerous devastating floods, droughts, and storms. As a result, households face enormous complications, particularly those dwelling in disaster-prone areas. Therefore, this study intends to explore the status of household vulnerability and resilience practices of hazard-prone communities in Pakistan from existing literature. This study has identified the 17 most relevant documents. It argues that household vulnerability is increasing consistently with the increasing rate of disaster intensity. Frequent flooding, landslide, erosion, and crop loss are the leading causes of household vulnerability. This study reveals five types of household vulnerability components which look into several livelihood vulnerability indicators of Pakistani households. Moreover, the study unfolds that the main causes of disaster vulnerability are widespread crop loss, a lack of water, loss of soil fertility, and low socioeconomic situations. The major vulnerability components of dwellers are exposure (increasing summer duration, the rapid increase of population house build-up in the riparian areas, and increasing occurrence of hailstorms), sensitivity, low access to education facilities, human loss, diseases infestation, food insecurity, and social conflict), and less adaptive capacity (social networks, migration, poor emergency services, multiple income sources, and less access to the health facility). To address the household vulnerability, this study has also identified four key aspects of resilience, like social resilience, economic resilience, institutional resilience, and physical resilience. The findings will effectively help to understand the dynamics of household vulnerability and resilience and its measurement and management strategy from developed indicators.

This study investigates service excellence and hospitality perceptions in a hospital setting for an exploratory study of the familiarity of hospital administration with the topic of hospitality and service excellence. It is unique from other hospitality and service research in that it considers hospitality and service excellence as separate concepts, and specifically considers hospitality, such as service excellence, as a philosophy that may be transcend its traditional industries of origin. Part of the premise of this study explores how hospitality in a healthcare setting extends past service excellence in offering a service to a patient to create a comfortable and welcoming environment to combat patient anxiety and stress. This exploratory research provides a necessary foundation for more extensive empirical testing of the premise.

Using a qualitative case study, this research measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. Three conclusions were revealed: (1) a mixed commitment by top management to concepts of service excellence and hospitality, (2) the terms “service excellence” and “hospitality” were generally discussed as though they were equivalent, and (3) significant external and internal barriers to the delivery of service excellence and hospitality in the hospital setting were identified.

The study has implications for healthcare organizations seeking to implement practices of hospitality and service management to improve overall healthcare service delivery. Additionally, the study of hospitality outside of its traditional industry boundaries may result in the generation of new improvement options/opportunities for traditional managers of hospitality businesses and organizational researchers. The study can be used as a foundation for the formulation of additional studies in the area of service excellence and hospitality applied to other layers in an organization irrespective of industry setting.