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Prior research has revealed that merely satisfying customers is not sufficient to secure a lasting competitive advantage during service encounters in the hospitality industry. We propose and demonstrate that hospitality providers can evoke feelings of "being moved" in their customers by providing...
This paper can be a pioneer in this field as the first Kano model study critically examining the effects of COVID-19 pandemic in accommodation industry by different tools of Kano model, and providing an accelerated recovery proposal. Modifications in guests' perception of quality, consuming...
The current study demonstrates how MUltiplecriteria Satisfaction Analysis (MUSA) can turn online hotel guests' satisfaction ratings from TripAdvisor into a valuable source of information for hotel managers and other hotel industry stakeholders. This information relates to customers' demanding level...
Sustainability of Dubai’s luxury brand – too many hotels?
In the recently published CABI tourism book Sustainable destination branding and marketing, chapter authors Andy Heyes and Sanjay Nadkarni discuss...
The concept of big data is the subject of social research and provides an important data source in tourism research. User comments, which constitute big data in tourism, are created by consumers as a result of a certain experience, so the comments are very valuable for researchers and businesses....
The objective this study was to analyze the significance of the relationships between the use of managerial artefacts and the organizational characteristics of companies in the hotel sector in the city of João Pessoa (Brasil). To reach this objective, an exploratory and quantitative research was...
The COVID-19 pandemic has urged many countries to issue new regulations to assure safety in pool environments. Greece enforced stricter requirements in 2020 and 2021 for hotel pools. However, even though regulations are important, they can only be effective when accepted by the pool managers and...