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Journal articles on the topic 'Leisure Service Industry'

Author: Grafiati

Published: 4 June 2021

Last updated: 4 February 2022

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1

Michaelides, Roxanna. "Hospitality industry and the service culture in Europe." Tourism and Travelling 1, no. 1 (2017): 15–19. http://dx.doi.org/10.21511/tt.1(1).2017.02.

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The purpose of this article/research is to explore and analyze three most important factors that directly can affect the Culture of service in European Hospitality Industry. The paper of this study showed that relationship between the quality of education in Hospitality and Leisure, the poor recruitment and especially the lack of continuing education influence the guest’s service and its quality. The findings reveal that the employee’s culture of service is a critical attribute; while unsatisfactory recruitment, low education and the most critical element lack of continuing education influence

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Muthupandian, T., A. Sabarirajan, B. Arun, P. S. Venkateswaran, and S. Manaimaran. "Service Gap In Hospital Industry- A Patient Centric Analysis." Restaurant Business 118, no. 6 (2019): 80–89. http://dx.doi.org/10.26643/rb.v118i6.7240.

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This paper is having a major objective of finding out the service gap in hospital industry – A patient centric analysis in Coimbatore District. In the 21st century, Health conscious is very high among the people in Tamil Nadu. Before fifty years, people have limited level of hospitals and other allied health services. But today, increases of public, private, corporate and municipal hospitals providing quality services. Hence patients are expecting high quality services from the service providers. The study reveals that services provided in the hospitals have a positive and strong effect on the

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Dawes, Jillian, and Jennifer Rowley. "The waiting experience: towards service quality in the leisure industry." International Journal of Contemporary Hospitality Management 8, no. 1 (1996): 16–21. http://dx.doi.org/10.1108/09596119610108608.

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Shariff, Siti Halijjah, Syazwani Amanina Azman, and Nur Fhatihah Zakria. "Service Quality Attributes: Perspective of Newly Registered Postgraduate Students by Research." Journal of International Business, Economics and Entrepreneurship 1, no. 1 (2016): 35. http://dx.doi.org/10.24191/jibe.v1i1.14467.

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For service industry, it is rather difficult to measure quality of service since services are intangible in nature. Nevertheless, effort on measuring service quality will have to be done to form a basis of monitoring, control and planning. This study looks into the service quality attributes of postgraduate programme by research by having newly registered students to participate by answering the survey form. The findings confirm other research in this area in that lecturers play a major role in education. However, leisure seems to be the lower end of agreement if compared to academic, cost and

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Lombardi, Dennis J., and Tom Miner. "Reengineering in the Food-Service Industry." Cornell Hotel and Restaurant Administration Quarterly 36, no. 6 (1995): 43–47. http://dx.doi.org/10.1177/001088049503600616.

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Safaeimanesh, Farzad, Hasan Kılıç, Habib Alipour, and Shahrzad Safaeimanesh. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry." Sustainability 13, no. 5 (2021): 2604. http://dx.doi.org/10.3390/su13052604.

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This research aims to understand how self-service technologies (SSTs) can bring about service excellence for tourists by the moderated mediating effect of satisfaction and tourist types, from the customer’s perspective. The study draws on survey data from 627 tourists from North Cyprus, Turkey, Italy, United States, and Germany who had experience using SSTs during their travel period for either leisure or business. The utility theory, Lancaster’s consumer theory, and random utility theory form the basis of this research’s theoretical framework. This study is the first attempt that examines the

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Bodolica, Virginia, Martin Spraggon, and Nadia Saleh. "Innovative leadership in leisure and entertainment industry." International Journal of Islamic and Middle Eastern Finance and Management 13, no. 2 (2020): 323–37. http://dx.doi.org/10.1108/imefm-12-2019-0521.

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Purpose Innovative undertakings play a critical role in the economic value creation and wealth generation of a nation. This paper aims to contribute to the literature that positions innovation at the core of the tourism industry in the context of emerging markets. Design/methodology/approach The authors adopt a case study approach and draw on secondary sources of data to examine how the UAE is reaping the benefits of innovation to transform itself into a leading international leisure and entertainment hub. Findings The strategy of significant financial investment in complex mega-projects and m

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Sharma, Amit, Victor Eduardo Da Motta, Jeong-Gil Choi, and Naomi S. Altman. "Economic production in hospitality and tourism industry." International Journal of Contemporary Hospitality Management 28, no. 5 (2016): 1026–50. http://dx.doi.org/10.1108/ijchm-07-2014-0316.

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Purpose Economic production analysis can provide critical perspectives on an industry’s performance. The purpose of this paper is to investigate the factor input intensity of hospitality and related industries, namely, accommodation, food service and amusement, gaming and recreation (AFAGR), compared to other service industries. Design/methodology/approach This paper compared AFAGR with other industries categorized as services by the North American Industry Classification System (NAICS). The NAICS code of up to four digits was used to collect data (US Census Bureau). Findings Results of this p

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Rajaguru, Rajesh, and Najmeh Hassanli. "The role of trip purpose and hotel star rating on guests’ satisfaction and WOM." International Journal of Contemporary Hospitality Management 30, no. 5 (2018): 2268–86. http://dx.doi.org/10.1108/ijchm-01-2017-0044.

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PurposeThis paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.Design/methodology/approachUsing TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.FindingsResults indicate significant differences between leisure and business guests’ perception

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PUSHPALATHA, H., and M. CHANDRAN. "Factors Determining Corporate Rebranding In Services Sector – A Study With Reference To Chennai." Restaurant Business 118, no. 11 (2019): 343–52. http://dx.doi.org/10.26643/rb.v118i11.10040.

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Corporate rebranding is a strategic decision of brand management that has been implemented to cope with the changing of market situation, growing target market, or challenging competitive environment. The organizations, especially in the service industry, that implemented the rebranding strategy could be success or fail. Basically services have many characteristics that different from products, e.g., service intangibility, service heterogeneity, and consumer-employee participation in service processes, therefore the corporate rebranding in service industry is more difficult than that in produc

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Marković, Suzana, Dina Lončarić, and Damir Lončarić. "Service quality and customer satisfaction in the health care industry - towards health tourism market." Tourism and hospitality management 20, no. 2 (2014): 155–70. http://dx.doi.org/10.20867/thm.20.2.1.

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The purpose – Service quality and customer satisfaction have been extensively researched in the profit sector, but are also important in the non-profit sector. Specialty hospitals and health spas operate in the non-profit sector in Croatia, but some of them try to provide a part of their services to the health tourism market. Hospitals that work in the non-profit sector and especially those that see their future in the health tourism market need to pay attention to service quality and customer satisfaction. Although specialty hospitals are a vital segment of the Croatian health system, there h

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Lacerda, Leonardo Lincoln Leite de, Cristiano José Castro de Almeida Cunha, and Alexandre Augusto Biz. "Leadership for Innovation in Hospitality and Tourism: Integrative Literature Review." Revista Rosa dos Ventos - Turismo e Hospitalidade 13, no. 1 (2021): 22–49. http://dx.doi.org/10.18226/21789061.v13i1p22.

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Service industry is a complex and competitive market, and companies are seeking a competitive advantage, such the leadership. The aim here was to find out which way the researches that address leadership for innovation in the tourism / hospitality / leisure industries are taking place. The study used an integrative review in the Scopus database with the descriptors <leadership>, <innovation>, <tourism>, <hospitality>, <leisure>. Eleven articles were considered for analysis. The studies tend to be recent, and use to contemplate the Transformational Leadership theor

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Kaushik, Arun Kumar, and Vikas Kumar. "Investigating consumers’ adoption of SSTs – a case study representing India’s hospitality industry." Journal of Vacation Marketing 24, no. 3 (2017): 275–90. http://dx.doi.org/10.1177/1356766717725560.

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The present study develops and validates an extended model of tourists’ adoption intention towards self-service technologies (SSTs) to examine whether tourists prefer SSTs over employee-mediated services. Tourists’ need for interaction (NI) with hospitality employees has been proposed as an important variable influencing tourists’ propensity towards SST adoption in an offline hospitality context. The proposed model illustrates the reasons behind consumer choice between alternative service delivery processes – modern service delivery by SSTs and traditional service delivery through employees. I

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Trabold, Lauren M., Gregory R. Heim, and Joy M. Field. "Comparing e‐service performance across industry sectors." International Journal of Retail & Distribution Management 34, no. 4/5 (2006): 240–57. http://dx.doi.org/10.1108/09590550610660215.

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Mohd Johan, Mohd Remie, Nusyamilah Annuar, Jechonias Sushant Joseph, and Sonika Kalai Kumar. "Satisfaction Determinants of Airlines Industry in Malaysia." Jurnal Intelek 15, no. 2 (2020): 87–100. http://dx.doi.org/10.24191/ji.v15i2.316.

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This study provides detailed information on customer satisfaction and decision making on choosing a full-service airline in Malaysia based on the number of complaints lodged to MAVCOM. To ensure the study was done with zero-errors, the information stated in this investigation were acquired from a targeted audience which has travelled for leisure purposes only to both domestic and international destinations. This study gives the airlines and edge to refine their customer service and to scrutinize their operations to avoid giving a chance to passenger to choose an alternate airline in Malaysia t

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Wu, Hung-Che, and Yong Jae Ko. "Assessment of Service Quality in the Hotel Industry." Journal of Quality Assurance in Hospitality & Tourism 14, no. 3 (2013): 218–44. http://dx.doi.org/10.1080/1528008x.2013.802557.

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17

Iloranta, Riina. "Luxury tourism service provision - Lessons from the industry." Tourism Management Perspectives 32 (October 2019): 100568. http://dx.doi.org/10.1016/j.tmp.2019.100568.

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18

Macintosh, Eric, and Alison Doherty. "Reframing the service environment in the fitness industry." Managing Leisure 12, no. 4 (2007): 273–89. http://dx.doi.org/10.1080/13606710701546835.

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Galičić, Vlado. "GUEST SATISFACTION MANAGEMENT IN THE CATERING INDUSTRY." Tourism and hospitality management 8, no. 1-2 (2017): 93–103. http://dx.doi.org/10.20867/thm.8.1-2.9.

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The demands of guests in tourism and the catering industry, and the satisfaction of guests with services received have become the dominant competitive weapon throughout the entire developed world of tourism. The individual guest of today is in a position to harm the reputation of the caterer and innkeeper by spreading word of the faults in the services rendered and consumed. Complaints addressed to the caterer can often bring attention to the need of improving not only the integral process of service preparation and rendering, or any one of its components, but also the organisation of operatio

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Chong Kim and 김륭희. "A Study on Improvement of Service Quality at a Sport-Leisure Industry Exhibition." Korean Journal of Sport Science 20, no. 2 (2009): 264–75. http://dx.doi.org/10.24985/kjss.2009.20.2.264.

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21

Smith, D. J. "Computer Simulation Applications in Service Operations: A Case Study from the Leisure Industry." Service Industries Journal 14, no. 3 (1994): 395–408. http://dx.doi.org/10.1080/02642069400000041.

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Barrington, Melvin N., and Michael D. Olsen. "Concept of service in the hospitality industry." International Journal of Hospitality Management 6, no. 3 (1987): 131–38. http://dx.doi.org/10.1016/0278-4319(87)90047-8.

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23

Cheng, Bao, Gongxing Guo, Jian Tian, and Ahmed Shaalan. "Customer incivility and service sabotage in the hotel industry." International Journal of Contemporary Hospitality Management 32, no. 5 (2020): 1737–54. http://dx.doi.org/10.1108/ijchm-06-2019-0545.

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Purpose Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation. Design/methodology/approach A multi-wave, multi-source questionnaire survey was conducted with 291 employee–supervisor dyads at chain hotels in Shenzhen, China. Previously developed and validated measures for customer incivility, revenge motivation, emotion regulation and service sabotage were adopted to test the hypotheses. Findings Customer incivility

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Line, Nathaniel Discepoli, and Lydia Hanks. "The social servicescape: understanding the effects in the full-service hotel industry." International Journal of Contemporary Hospitality Management 31, no. 2 (2019): 753–70. http://dx.doi.org/10.1108/ijchm-11-2017-0722.

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PurposeUnderstanding how other customers affect hotel consumption behavior is an important topic in the hospitality literature. While existing research has typically explored the effects of active interactions among consumers, this study aims to better understand the effects of passive interactions. Accordingly, this research conceptualizes the hotel social servicescape as a function of the mere presence of the other social actors that occupy the hotel’s shared consumption space.Design/methodology/approachTo operationalize this construct, data were collected from a sample of 1,019 recent consu

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Chen, Ja-Shen, Don Kerr, Cindy Yunhsin Chou, and Chinhui Ang. "Business co-creation for service innovation in the hospitality and tourism industry." International Journal of Contemporary Hospitality Management 29, no. 6 (2017): 1522–40. http://dx.doi.org/10.1108/ijchm-06-2015-0308.

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Purpose This study aims to test a theoretical model of co-creation dynamics, service innovation and competitive advantage. The authors explore the dynamics of collaboration between travel agents and their suppliers in co-creating value for their customers. A research model is proposed to examine the relationship among six co-creation elements (co-creation dynamics), service innovation, competitive advantage and two antecedents: technology adoption and environmental change and the moderating effects of trust. Design/methodology/approach An empirical survey was performed based on travel agencies

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Tsang, Nelson K. F., Louisa Yee-Sum Lee, and Hailin Qu. "Service quality research on China’s hospitality and tourism industry." International Journal of Contemporary Hospitality Management 27, no. 3 (2015): 473–97. http://dx.doi.org/10.1108/ijchm-01-2014-0048.

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Purpose – The study aims to provide an inventory of the existing English and Chinese research on service quality in China’s hospitality and tourism industry. The study aims to identify the reasons for the lack of research on service quality in China’s hospitality and tourism industry and the ignorance of the Chinese language literature in the field. Design/methodology/approach – A synthesis review is conducted of 31 articles published in 11 leading Chinese and English academic journals from 1998 to 2013. Findings – Popular research themes are service quality management and evaluation in the ho

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Prentice, Catherine, IpKin Anthony Wong, and Desmond Lam. "Uncovering the service profit chain in the casino industry." International Journal of Contemporary Hospitality Management 29, no. 11 (2017): 2826–46. http://dx.doi.org/10.1108/ijchm-02-2016-0089.

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Purpose This paper, from a marketing and management perspective, aims to review the relevant literature germane to casino studies. The review discusses the major findings from previous studies, provides a critique and identifies research gaps for future studies. In particular, the research foci presented in this paper rest on the service profit chain (SPC) model. The review involves studies relating to the constructs of the chain model and comprises sections that are categorized based on the internal link between management and employees, interaction between casino service employees and custom

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Wakelin-Theron, Nicola. "ILLUSTRATING THE PERCEPTION OF STUDENTS TOWARDS AUTONOMOUS SERVICE ROBOTS IN THE TOURISM INDUSTRY: AN EXPLORATORY STUDY." Tourism and Hospitality Management 27, no. 2 (2021): 385–406. http://dx.doi.org/10.20867/thm.27.2.7.

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Research purpose – The purpose of the study was to explore the students’ perceptions towards autonomous service robots, using interviews and, in a novel manner, also their drawings, to generate data. The paper contributes to current knowledge claims around the Techno-Economic Paradigm by providing a greater understanding of, and student response to, autonomous service robots. Additional insights were gained on transformational skills set for tourism practitioners. Design/Methodology/Approach – A qualitative approach followed a participatory research design which was set in a public higher educ

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Clemes, Michael D., Christopher Gan, and Min Ren. "Synthesizing the Effects of Service Quality, Value, and Customer Satisfaction on Behavioral Intentions in the Motel Industry." Journal of Hospitality & Tourism Research 35, no. 4 (2010): 530–68. http://dx.doi.org/10.1177/1096348010382239.

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There is a conceptual gap in the marketing literature, as to date there has been no published empirical research on service quality, value, customer satisfaction, or behavioral intentions that has focused on the motel industry. This study seeks to fill this conceptual gap by identifying the dimensions of service quality and empirically examining the interrelationships among the service quality dimensions, service quality, value, customer satisfaction, and behavioral intentions. A hierarchical model is used as a framework to synthesize the effects of quality, value, and satisfaction on the beha

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Yasin, Mahmoud M., and Ugur Yavas. "Improving Service Quality in the Hospitality Industry." Journal of Hospitality & Leisure Marketing 7, no. 4 (2001): 33–44. http://dx.doi.org/10.1300/j150v07n04_04.

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Cheng, Ching-Chan, and Cheng-Ta Chen. "Creating excellent and competitive motels services." International Journal of Contemporary Hospitality Management 30, no. 2 (2018): 836–54. http://dx.doi.org/10.1108/ijchm-06-2016-0325.

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Purpose The motel industry in Taiwan is a highly competitive industry, which requires considerable investment and demands innovative services. This paper aims to identify the competitive qualities that urgently require improvement to enhance the service quality of motels using the two-phase method of importance-performance and gap analysis (IPGA) and the Kano model, and develops specific improvement strategies. Design/methodology/approach By questionnaire survey, this study collects 562 valid questionnaires from motels in Taipei City. The IPGA and Kano model are used to identify the service at

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Laškarin, Marina. "Development of loyalty programmes in the hotel industry." Tourism and hospitality management 19, no. 1 (2013): 109–23. http://dx.doi.org/10.20867/thm.19.1.8.

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Purpose – In the very beginning when loyalty programmes were being developed, hoteliers were mostly involved as partners of airline companies. However, once they realized the obvious numerous advantages that airlines were gaining, hoteliers began to design their own loyalty programmes. The idea of a loyalty programme is to strike a balance between what guests want and what is offered to them as a reward, and to find other programme partners whose services guests will also use. This paper will look at the basic tenets of loyalty programmes in the hotel industry, the methods of keeping records a

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Ivanović, Slobodan. "THE INNOVATIVE TOURIST PRODUCT IN THE FUNCTION OF THE HOTEL INDUSTRY." Tourism and hospitality management 9, no. 2 (2003): 79–95. http://dx.doi.org/10.20867/thm.9.2.8.

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Very often, there are more imitators than innovators in the hotel industry. There are very few hotel enterprises engaged in continually innovating their services. Creative imitators help to diffuse innovations and to meet the needs of certain segments o f the tourist market. They realise the improvement possibilities of the tourism product or service, which requires innovation. Changes to certain features o f the product or service can help to increase their value for both domestic and foreign tourists. Hence, it is maintained that creative imitation is sooner to take hold on the tourist marke

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Dedeoğlu, Bekir Bora, and Halil Demirer. "Differences in service quality perceptions of stakeholders in the hotel industry." International Journal of Contemporary Hospitality Management 27, no. 1 (2015): 130–46. http://dx.doi.org/10.1108/ijchm-08-2013-0350.

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Purpose – Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined. Design/methodology/approach – Multivariate analysis of variance was used to test the significant differences between stake

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Sun, Sunny, Jerry Zheng, Markus Schuckert, and Rob Law. "Exploring the Service Quality of Airbnb." Tourism Analysis 24, no. 4 (2019): 531–34. http://dx.doi.org/10.3727/108354219x15652651367424.

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Airbnb has become a strong competitor for hotels when it comes to accommodation choices. However, few studies have analyzed the service quality provided by Airbnb. In order to approach this gap and to support the industry to maintain competitiveness, this study identified related dimensions measuring the service quality based on a qualitative design, conducting a content analysis of Airbnbrelated reviews. The following six dimensions are identified and discussed: Accuracy, Cleanliness, Rooms and Facilities, Location, Personalized Service, and Value. Findings indicate that competitive advantage

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Lei, Sut Ieng, Dan Wang, and Rob Law. "Hoteliers’ service design for mobile-based value co-creation." International Journal of Contemporary Hospitality Management 31, no. 11 (2019): 4338–56. http://dx.doi.org/10.1108/ijchm-03-2018-0249.

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Purpose This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences. Design/methodology/approach Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers’ reasoning behind the design of mobile-based services through qualitative research. Data were collected from interviews with hotel managers representing best-practice companies in the industry. Findings The findings provide a rich description of mobile-based value co-creation in the hotel context. They delin

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Martín-Ruiz, David, Carmen Barroso-Castro, and Isabel Mª Rosa-Díaz. "Creating customer value through service experiences: an empirical study in the hotel industry." Tourism and hospitality management 18, no. 1 (2012): 37–53. http://dx.doi.org/10.20867/thm.18.1.3.

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The main research objectives of this paper are: first, to identify the three levels of a service evaluation: attributes (service value), outcome (service experience), and values (developing service relationships); secondly, to differ and to relate the perceptions of service value with service experience components. According to the ‘theory of cognitive schemata’ and the ‘means-end theory’, the components of a service experience are hierarchical in nature. Thus, customers evaluate their experiences – and build their service relationships – taking into account not only the attributes of the serv

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Ostrowski, Peter L., Terrence V. O'Brien, and Geoffrey L. Gordon. "Determinants of Service Quality in the Commercial Airline Industry:." Journal of Travel & Tourism Marketing 3, no. 1 (1994): 19–48. http://dx.doi.org/10.1300/j073v03n01_02.

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Lee, Louisa Yee-Sum. "Hospitality Industry Web-Based Self-Service Technology Adoption Model." Journal of Hospitality & Tourism Research 40, no. 2 (2013): 162–97. http://dx.doi.org/10.1177/1096348013495695.

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Chiang, Flora F. T., Thomas A. Birtch, and Zhenyao Cai. "Front-line Service Employees’ Job Satisfaction in the Hospitality Industry." Cornell Hospitality Quarterly 55, no. 4 (2013): 398–407. http://dx.doi.org/10.1177/1938965513514628.

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DiPietro, Robin B., and Ady Milman. "Hourly Employee Retention Factors in the Quick Service Restaurant Industry." International Journal of Hospitality & Tourism Administration 5, no. 4 (2004): 31–51. http://dx.doi.org/10.1300/j149v05n04_02.

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Horng, Jeou-Shyan, Chih-Hsing Sam Liu, Sheng-Fang Chou, Chang-Yen Tsai, and Da-Chian Hu. "Developing a sustainable service innovation framework for the hospitality industry." International Journal of Contemporary Hospitality Management 30, no. 1 (2018): 455–74. http://dx.doi.org/10.1108/ijchm-12-2015-0727.

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Purpose This study aims to determine essential attributes of sustainable service innovation (SSI) in the Taiwan hospitality industry. Design/methodology/approach By combining qualitative and quantitative methodologies while considering perspectives on sustainable management and service innovation, the present study extends the related literature on SSI and presents a new framework. The decision-making trail and evaluation laboratory (DEMATEL) analytical approaches are used to identify relations between dimensions and their causality attributes. Findings The findings of the DEMATEL result indic

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Xie, Lishan, Xinhua Guan, Qiyin Cheng, and Tzung-Cheng T. C. Huan. "Using customer knowledge for service innovation in travel agency industry." Journal of Hospitality and Tourism Management 45 (December 2020): 113–23. http://dx.doi.org/10.1016/j.jhtm.2020.08.001.

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Wu, Hung-Che, and Ching-Chan Cheng. "A hierarchical model of service quality in the airline industry." Journal of Hospitality and Tourism Management 20 (January 2013): 13–22. http://dx.doi.org/10.1016/j.jhtm.2013.05.001.

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Rashideh, Waleed. "Assessing the Role and Use of Blockchain Technology in the Hospitality and Leisure Industry." International Journal of Innovative Technology and Exploring Engineering 10, no. 10 (2021): 148–51. http://dx.doi.org/10.35940/ijitee.j9441.08101021.

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Blockchain is an innovative technology, where in the hospitality and leisure industry, travelers can obtain their tourism products and services through an intermediation between travelers and service providers that causes many different problems (e.g. inefficient payment system, extra cost, etc.). The operative effect of blockchain on the hospitality and leisure industry is based on removing the intermediary from the supply chain. Blockchain capabilities are determined according to a number of massive industries, including financial sectors. Such organisations generate various methods in order

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Cheng, Jui-Chang, and Chien-Yu Chen. "Job resourcefulness, work engagement and prosocial service behaviors in the hospitality industry." International Journal of Contemporary Hospitality Management 29, no. 10 (2017): 2668–87. http://dx.doi.org/10.1108/ijchm-01-2016-0025.

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Purpose Prosocial service behaviors play a major role in the hospitality industry. However, few studies have examined how job resourcefulness affects prosocial service behaviors. This paper aims to investigate the relationship between job resourcefulness and prosocial service behaviors as well as clarify the mediating effect of work engagement. Design/methodology/approach A questionnaire was developed to collect data from 282 frontline service employees in Taiwan’s hotel industry. Structural equation modeling was conducted to test the hypotheses of this research. Findings The results indicate

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Ho, Victor. "Achieving service recovery through responding to negative online reviews." Discourse & Communication 11, no. 1 (2017): 31–50. http://dx.doi.org/10.1177/1750481316683292.

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The beginning of the 21st century witnesses a trend for business and leisure travelers to make accommodation decisions by referring to online reviews of hotel accommodation services and the hotel management’s responses to such reviews. The responses, termed review response genre in this study, have since attracted considerable research attention. The purpose of this article is twofold. First, it aims to identify the moves present in the review response genre; second, it aims to explore how the hotel management attempts to achieve service recovery with the moves of the genre. A total of three o

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Lyu, Yijing, Xing Zhou, Weiwen Li, Junbao Wan, Jie Zhang, and Canhua Qiu. "The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry." International Journal of Contemporary Hospitality Management 28, no. 9 (2016): 1992–2012. http://dx.doi.org/10.1108/ijchm-03-2015-0128.

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Purpose On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance (PCSP) in the hotel industry. Design/methodology/approach Data were collected from 198 service employee-coworker dyads from 12 hotels in China. Previously developed and validated measures of abusive supervision, organizational identification, collectivism and PCSP were used and found to be highly reliable in this study. Findings Time-lagged data from 12 hotels in China reveal that abusive supervision negatively inf

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Carlsen, J. "Events Industry Accreditation in Australia." Event Management 6, no. 2 (2000): 117–21. http://dx.doi.org/10.3727/096020197390211.

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The issue of service quality and standards has become increasingly prominent in events tourism, yet professional standards remain difficult to implement at the event operational level. O'Neill, Getz, and Carlsen (1999) found that there is a nexus between service quality at events and visitor satisfaction, which has implications for repeat visitation and therefore viability of recurrent events. The management of service quality at events is a difficult task, due to the temporary and intangible nature of the event experience for visitors and the reliance on volunteers and subcontractors by event

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Choi, Keetag. "The value chain's use for the service industry." Asia Pacific Journal of Tourism Research 6, no. 2 (2001): 9–16. http://dx.doi.org/10.1080/10941660108722094.

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