Purpose: This study aims to explore how marketers can use text mining to analyze actors, actions and performance effects of service encounters by building on the role theory. This enables hotel managers to use introduced methodology to measure and monitor frontline employees' role behavior and...

Purpose - This paper aims to display the role of hotel restaurants in gastronomic place branding. The authors view hotel restaurants as having a great potential in the promotion of local gastronomy. Design/methodology/approach - The research was done in several stages. First, the authors selected...

Present research is inspired to study the conceptions and misconceptions of hostels in eight different countries (Spain, United States, United Kingdom, Germany, Hungary, Venezuela, China, Australia). The outcome of the research reports that the participants in the United States, United Kingdom,...

This special issue consists of seven papers focusing on the role of wine in the hospitality sector. Topics addressed include: small winery-restaurant relationship building; wine consumption behaviour in restaurants; the influence of wine service training on restaurant wine sales; consumer attitudes ...

Purpose: The purpose of this research paper is to identify determinants influencing hotel room design now and in the future to offer hotel owners, hotel investors, architects and other partners involved in hotel planning, a framework regarding hotel room design 2030. Based both on theoretical...

This paper examines the choice of affiliation or no affiliation to a large hotel chain from the viewpoint of luxury hotel property owners in Germany. Grounded in transaction cost theory, this study identifies how uncertainty and frequency influence the owners' choice of unaffiliated operation and...

One of the main challenges plaguing the hotel industry today is the unethical behavior of its employees which spreads like a bad, contagious disease across all departments of a hotel company, has a strong negative impact on hotel operations, results in huge financial losses and other detrimental...

This study empirically assesses the importance of common hotel attributes for German leisure travellers in general, and the effects of the COVID-19 pandemic on perceived importance in particular. We used desk research to extract the most common hotel attributes from the literature, interviews with...

This study aims to examine how performance of hotel services symmetrically and asymmetrically affects overall customer satisfaction. For this purpose, data were collected from Turkish, German and Russian hotel customers staying at a five-star golf hotel in the Belek area in Antalya-Turkey. Data...

This volume includes eight full papers and two research notes covering topics such as: the role of personality in customer satisfaction and loyalty in coffee shops; the integration of community participation in multinational corporations' tourism market development strategies; the motivations for...