Journal of Hospitality and Tourism Insights: Volume 5 Issue 3

Hotel customer segmentation according to eco-service quality perception: the case of Russian tourists

Akin Aksu, Tahir Albayrak, Meltem Caber

This study aims to explore the components of eco-service quality at hotels and to cluster hotel customers based on their eco-service quality perceptions.

Customer incivility and employee work engagement in the hospitality industry: roles of supervisor positive gossip and workplace friendship prevalence

Fabian Onyekachi Ugwu, Ernest Ike Onyishi, Okechukwu O. Anozie, Lawrence Ejike Ugwu

In this paper, the impact of customer incivility on work engagement was investigated. The authors also explored whether supervisor positive gossip and workplace friendship…

Does organisational culture determine performance differentials in the hospitality industry? Evidence from the hotel industry

Samira Seidu, Abigail Opoku Mensah, Kassimu Issau, Aborampah Amoah-Mensah

The purpose of the study is to examine performance differentials in the hospitality industry through organisational culture.

How old is your soul? Differences in the impact of eWOM on Generation X and millennials

Daniel Ruiz-Equihua, Luis V. Casaló, Jaime Romero

Online reviews have received research attention in recent years, as they work as precursors of consumer behaviors. Previous studies have suggested that the influence of online…

The influence of symbolic and instrumental attributes of employer image on perceived industry attractiveness: differences between business owners and employees

Katrin Schwaiger, Anita Zehrer, Teresa Spiess

This study determines the influence of employer image on industry attractiveness in small and medium-sized hospitality firms by using the instrumental-symbolic framework adapted…

The mediating role of emotional intelligence on the impact of perfectionism on problem-solving skills: an application for tourist guides

Ezgi Kırıcı Tekeli, Aziz Gökhan Özkoç

It is understood that the personality traits and intelligence levels of the tourist guides directly or indirectly affect their ability to solve the problems they encounter on…

The influence of servant leadership on employees' outcomes via job embeddedness in hospitality industry

Muhammad Qamar Zia, Muhammad Naveed, Muhammad Adnan Bashir, Asif Iqbal

Drawing from social exchange theory, the purpose of this study is to investigate the influence of servant leadership on organizational citizenship behavior, turnover intentions…

How COVID-19 influences the future of service management professions

Kiwon Lee, Ning Kuang Chuang, Seonjeong Ally Lee, Aviad A. Israeli

Crises influence individuals’ career development. The COVID-19 crisis has global impacts in financial, health and social aspects and service industries are at the forefront of the…

Leveraging customer-to-customer interactions to create immersive and memorable theme park experiences

Wei Wei, Yanyan Zheng, Lu Zhang, Nathaniel Line

Theme park experiences ubiquitously unfold in the presence of others. In acknowledgement of this important part of theme park consumption, this research set out to examine if…

Problematic customer behaviours and their triggers: the perspective of restaurant employees

Yakup Kemal Özekici, Kurban Ünlüönen

The present work attempts to investigate how restaurant staff perceive problematic customer behaviours (PCBs), the causes for PCBs and the core reasons that trigger such behaviour…

How is COVID-19 pandemic causing employee withdrawal behavior in the hospitality industry? An empirical investigation

Kausar Fiaz Khawaja, Muddassar Sarfraz, Misbah Rashid, Mariam Rashid

This study divulges the new concept of employees' withdrawal behavior during the global pandemic (COVID-19). The study's purpose is to draw new insights into workplace stressors…