The theory of lodging is centered on the concept of refuge and refresh. The guest seeks a lodging facility for the night so that he or she can take safe shelter while sleeping and then have a bathroom in which to refresh ...

Based on the findings of this exploratory study, it is possible to conclude that for the respondents represented in this sample, many QSR employees—like their counterparts in numerous manufacturing industries (Blauner, ...

This study has shown that dissatisfied customers generate better ideas about service innovation than satisfied customers, and that involving defectors in the process of generating ideas can yield the most innovative ideas. ...

This study adds to the theoretical body of knowledge about restaurant information–sharing behaviors through social networking sites’ (SNSs’) network externalities. A limited number of previous studies have considered SNSs’ ...

The current study has several practical implications for hospitality organizations. First, the results suggest that different negative emotions may lead to different behavioral intentions. Angry customers, in particular, ...

This study identified the threshold levels of long-term (table) and short-term (server and cook) resources that met the customers’ expectations based on the customers’ average acceptable waiting times. The actual restaurant’s ...

This article presents two studies on the signaling effects of hotel e-CRM quality. Study 1 found positive effects of e-CRM quality on potential customers’ expectations for hotel service quality, trust in and satisfaction ...

The study addresses the impact of New Service Development (NSD) on performance and the key antecedents to NSD in a comprehensive, empirically verified model. We thereby fill a significant gap in the understanding of new ...

In summary, the field of hospitality has interesting and interdependent relationships with its constituent industries (lodging, foodservice, travel, leisure, attractions, and conventions). Each independent industry takes ...

This study investigates how reviewer expertise may influence the online reputation and popularity as well as the financial performance of hotels and how managers can use social persuasion to leverage hotel performance by ...