Purpose: The study aims to investigate the effect of four customer relationship management (CRM) dimensions, namely, customer orientation, customer relationship management organization, managing knowledge and CRM based technology, on customer satisfaction in the hospitality sector of Kashmir....

This research evaluated the efficiency of hotels in 31 provinces and 4 regions (Eastern, Western, Central, and Northeastern China) using the superefficiency slacks-based measure model. The reasons for operational inefficiency were assessed from two perspectives: input redundancy and output...

Purpose: The purpose of this paper is to determine the causal relationship between talent management dimensions such as perceived organisational support (POS), human capital index and its influence on the turnover intentions of Generation Y employees in Indian hotel industry. This research will...

Purpose - The main purpose of this study is to identify the dimensions of hotel employees' job risk perceptions and develop a measurement scale for this construct. Design/methodology/approach - Four studies using a mixed-method design were conducted to develop and validate the scale of hotel...

Unmanned hotels are regarded as the future of hospitality in a post-Covid 19 world, based upon smart, contactless technologies. The purpose of this research was to determine if unmanned smart hotels create more positive outcomes such as enhanced experiential satisfaction and loyalty. Grounded on...

Purpose - This study aims to investigate the consumer acceptance of robots in hotels before and after COVID-19, with a specific emphasis on whether COVID-19 had a significant effect on the acceptance of robots by hotel guests and whether guests had higher levels of acceptance of hotel robots since...

The effect of corporate social responsibility (CSR) on employee safety behavior in crisis situations remains as a gap in the hospitality literature. Based upon the social-influence and conservation of resources theories, this research constructed a theoretical model of hotel CSR's influence on...

Purpose: This paper aims to explore the impacts of corporate social responsibility (CSR) on employee organizational citizenship behavior (OCB) and task performance in hospitality. The existing research emphasizes the effects of CSR on organizational performance at a macro level. There is a need to...

Limited research assesses the impacts of crises on hotels from the individual employee perspective, and hotel employee perceived crisis shocks (HEPCS) lack empirical investigation and scale development. This mixed-method research conceptualized HEPCS and validated a measurement scale for HEPCS...

Purpose: The purpose of this paper is to examine the effect of hotel safety leadership on employee safety behavior during the COVID-19 pandemic, and the mediation role of belief restoration and the moderation role of perceived risk between safety leadership and behavior were also investigated....