In the hospitality industry, understanding the emotional factors of customers, such as delight, becomes more critical in relation to their consumption experiences and repeat purchase because customers have many opportunities ...

Although authentic leadership is a "core form" of other positive types of leadership, this study shows a stronger effect of servant vs authentic leadership. Hospitality companies should conduct effective leadership as a ...

Service innovation positions an organization to create and deliver anticipatory service that exceeds member expectations and ultimately strengthens relationships. However, service innovation remains one of the most ...

As an industry known for its willingness to go the extra mile to keep customers happy, the hospitality industry is particularly prone to illegitimate complaints. Illegitimate complaints have a variety of negative consequences ...