The hotel industry has become globalised and in consequence international hotel chains are experiencing new intercultural management challenges. Corporate culture has received considerable attention in the international management literature concerning its importance as a coordination mechanism in...

Based on the empirical evidence of secondary data, interviews, workshops and a web-based survey conducted in the Braunschweig-Wolfsburg region, this investigation identifies skill shortage as a critical issue in hotel management today. The authors indicate that most hotel administrations at present ...

Recent and coming demographic developments will lead to a large number of business transfers of family-run small and medium-sized enterprises. As a central challenge in a company's life cycle, this study examines internal and external family succession processes to understand opportunities and...

In this paper, the customer satisfaction and the service quality for the evaluation of a hotel service offer (at the example of the Lindner Congress Hotel Cottbus) will be analysed. On the one hand, the established SERVQUAL-approach is used and adapted to hotel specific problems. On the other hand, ...

Customers become more and more experience-oriented. This also poses new challenges for the tourism industry. The article deals with the importance of quality of experience for a holiday trip and answers the research questions, how experience quality can be measured and by which touchpoints and...

Based on data from the Federal Labour Office, the present article analyses the gender-specific placement of gainfully employed men and women in the German tourism industry. It is proven that women work predominantly in the service sector as well as in office occupations. Men, on the other hand,...

Besides the growing predatory competition based on increases in hotel facilities, it is the new media and a changing booking behaviour in particular that poses an enormous challenge to the management of high-class hotels. Thus, the knowledge of the key deciding factors for booking online as well as ...

This paper deals with the peculiarities of social media in the communication of health tourism services and analyses in particular the use of social networks by wellness hotels. The challenges that may occur when using social networks, such as Facebook, are identified. Furthermore, the contents of...

This paper discusses definitions, determinants and types of the customer satisfaction construct. The Service Blueprinting/Mapping model is proposed combined with the Failure Mode and Effect Analysis as a process oriented approach for the operationalization of the customer satisfaction construct in...

In 2003, tourism provided the third most important foreign currency income in Switzerland (amounting to 12.6 milliard Swiss francs (Sfr) vs. 50.4 and 45.0 milliard SFr for the machinery and chemical industries). Foreign nationals accounted for 50, 55 and 76% respectively of visitors to mountain...