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The role of tourism/hospitality industry management in ensuring service quality is now generally regarded as being of considerable importance. Notwithstanding this, relatively little is known about the preconceptions and expectations regarding the management role that potential tourism/hospitality industry employees bring to the workplace. This study has examined the expected problem‐solving styles of hospitality industry management when faced with a complaint about visitor‐staff conflict. The sample was drawn from school leavers in a major district community, many of whom would soon seek employment and careers in the tourism/hospitality industry. Two major problem‐solving styles were identified, one involving Investigation of the complaint, and one involving Avoidance and possibly rudeness. Major Service Quality Ideals were also identified as predictors of each management problem‐solving style. Finally, the implications of these findings for tourism/hospitality industry management and for employees are explored.

As corporate operations are increasingly internationalized and as goods are sold in a growing number of locations, companies become responsible to new and diverse communities. This essay identifies the emergence of some new strategies of global strategic community relations among US-based multinationals through a case study of Avon Products Inc. It argues that new approaches have emerged from an increased recognition among corporate executives of the need to forge ethical relations with their various constituents, in conjunction with management pressure to make community relations programs an integral component of corporate business strategy. Through a historical, contextual analysis of the Avon World Wide Fund for Women's Health and the Avon Running Global Women's Circuit - an international series of women-only 10K runs and 5K walks - the essay explores the particular valence of offering opportunities for women to participate in sport as a form of global strategic community relations. Further, it seeks to identify the ethical and political commitments enabled and constrained by such programs.

Purpose – The purpose of this article is to develop a conceptual framework for studying value creation derived from an ethical perspective, in a business marketing context. Design/methodology/approach – First, a conceptual and comparative analysis is made of the ethics and value concepts in two research traditions: the stakeholder approach and the business network approach. Second, a conceptual framework is developed that contains tools for conducting research on value co‐creation in business networks from an ethical perspective. An exemplifying case study from the paper industry is included. Findings – Four key concepts are proposed for further research into ethics and value creation in business networks that enable the study of ethical embeddedness: ethical network identity, ethical role, ethical position, and ethical atmosphere. The analysis also presents fundamental differences between the stakeholder and the business network approaches when dealing with ethics and value. Research limitations/implications – The developed conceptual framework should be applied in more extended empirical settings to evaluate its usefulness. Practical implications – The paper provides an ethical perspective for understanding value in industrial markets using a network approach. Originality/value – The study presents a novel approach to incorporating ethics and value creation to an industrial marketing context. Ethical issues are traditionally studied using stakeholder, agency or institutional perspectives and such research in business‐to‐business contexts is almost non‐existent. The business network approach contains very few studies from an ethical point of view. The paper covers this gap and offers a starting‐point for further inquiry into this field.

Analyses the articles published in the FIU Hospitality Review during a seven‐year period from 1989‐1995. Identifies seven main themes: people and organizations; marketing; environmental change; total quality management and strategy; education; financial analysis and accounting practice; tourism and technology. Summarizes by highlighting the linkages between the themes and the related sub‐themes.

Reviews hospitality research relating to the themes of business development and service improvement. Relates this to five sub‐theme areas: market sensitivity and competitiveness; segmentation; branding and service customization; service quality and customer retention; product design and internal marketing.

This paper aims to study the development of the Liverpool Knowledge Quarter Sustainability Network (KQSN). It outlines the sectors included in the collaborative knowledge-sharing, the nature of the work it facilitates, and considers how the network can transform its existing objectives around the shared vision of the United Nations sustainable development goals (SDGs).

The KQSN operates in a collaborative cross-sectoral forum to support, facilitate or coordinate projects around sustainability, with core leads sitting in higher education and health care.

The KQSN supports projects through collaborative activity and enables members to access specialist advice available through the network. Through its membership, the KQSN is primed to develop metrics for demonstrating Knowledge Quarter SDG-aligned activity. The KQSN has scope to increase its level of implementation arising from its shared values, with a renewed focus around the SDGs.

This paper contributes to the 2018 EAUC Annual Conference theme of “Collaborations for Change” and the need for transformative partnerships that are prepared to align their mission to the SDGs.

Unlike discipline- or sector-specific networks, the KQSN has an inclusive membership, making it an original multi-disciplinary sustainability platform for neighbouring organisations in and around Liverpool's Knowledge Quarter. This case study can support other knowledge cluster communities to replicate its model. This case study also presents a diverse range of small projects, which are easily replicable and hopefully will inspire others to do something similar.

As with post‐World War II economic policies, boom or bust are terms which can be applied to the birth rate. For those of us who are baby boomers, used to our place in the demographic spotlight as a focus for endless “what do young people want?” media features, the realization that marketing attention is switching to a new baby bust generation comes as something of a shock. After record births between 1946 and 1964, the rate decreased dramatically between the years 1965 and 1980. This new generation is entering the workforce en masse (albeit a smaller mass than in previous years) about now. Their new‐found spending power is having an impact in consumer markets causing marketers to ask the question “what do young people want?” and causing baby boomers everywhere to realize that, once again, a generation gap has opened up.

The purpose of this study is to examine the impact of corporate social responsibility (CSR) expenditure and business responsibility report (BRR) on a firm’s financial performance. Additionally, the study explores whether CSR expenditure and firm performance are related linearly or otherwise. The study also assesses the influence of mandating CSR expenditure on a firm’s performance.

The study is set in India and uses a nine-year data set from 165 companies listed on the Bombay Stock Exchange. Data compilation and analysis are done by using content analysis and panel data regressions.

The main findings of the study are that the effect of CSR expenditure on firm performance in India is non-linear and can be characterized as parabolic for investigated firms. While some performance indicators suggest a U-shaped relationship, others show an inverted U-type pattern, making a definitive conclusion elusive in either direction. BRR scores themselves have a positive impact on firm performance. Mandatory CSR expenditure affects the financial performance negatively, but the market performance improves in general.

The study provides new insights on the relationship between CSR expenditure, BRR scores and firm performance from India, which is not only a notable emerging market but also has other gripping characteristics. It has a prolific history of philanthropy, and yet, it is the first country in the world to mandate CSR expenditure in recent times. The equation between reported economic progress and general quality of life remains intriguing, and yet the number of studies on the effects of CSR expenditure on firm performance are no match to the volume of ongoing and completed works in more developed markets. This study attempts to trim the gap and provide some useful insights for managers, policymakers and stakeholders, apart from prompting further research.

The purpose of this paper is to understand the emotional cycle of the relationship between service employees and customers using a social interaction model.

A total of 22 five-star hotels in Seoul area are selected. The survey was conducted by a mixed mail and visiting format. Of 340 questionnaires distributed, 27 were incomplete and thus eliminated from the study. As a result, 313 questionnaires were accepted for the purpose of final analysis, representing a response rate of 92 per cent.

The study found that service employees’ orientation and emotions are critical for predicting customers’ display of emotions and ensuring employees’ mood. In addition, employees’ emotions and service orientation have positive relationships with customers’ display of emotions; customers’ display of emotions have positive relationships with employees’ moods and task performance; and employees’ moods have positive relationships with task performance.

A key limitation of this study is that it is difficult to capture precisely the emotions of employees and customers using the five-point Likert scale. Second, there might be representative issue in his study because the survey was limited to brief encounter within in the hotel industry that focused only on five-star hotels in Seoul.

Through the study, to overcome the emotional labor, this study shows that an answer could lie in the connection between business outcomes and positive mood of employees. Managers should create a good environment for employee to work in a pleasant atmosphere. In addition, during the employee selection process, managers might hire talented and qualified front employees with friendly, courteous and extroverted characteristics.

The essential contribution of this study is that it provides initial empirical support for the social interaction model in an employee and customer service setting in the field of hospitality.

Given the polyphony around service orientation related constructs coming from both Marketing and Organizational Behavior researchers, the first purpose of this paper is to delineate the construct of service orientation, and second, recognizing the focal role of employees for offering services of high quality, it investigates the complex relationship between service orientation and job satisfaction.

This paper draws upon theories and arguments from marketing and organizational behavior to identify “organizational service orientation” (OSO) as a common basis for both scholarships. Grounded on the review of the impact of OSO and job satisfaction constructs to each other, the authors develop research propositions, and discuss implications of the proposed relationships for both.

The paper explicates the positive impact of OSO on job satisfaction but also puts forward a positive influence of job satisfaction on OSO, suggesting hence a reciprocal relationship between the two.

First, this paper offers construct clarification for OSO, bridging disciplinary and audience divides. Second, it argues over the reciprocal relationship between OSO and job satisfaction, indicating the necessity to invest on maximizing both constructs in order to ultimately optimize the service experience of customers.