Communicating hospitality and tourism research has been at the core of the journal aim
since the early start in 2001. The aim of the current paper is to provide an overview of the …

Building on the Uses and Gratification Theory (U>), a mixed-method approach was
employed to investigate the influencing mechanisms of different viewer-streamer …

A service employee's active listening plays a crucial role in restoring a damaged customer
relationship. However, previous studies reveal little about how listening to customer …

Purpose This study proposes “genuine small talk” in hospitality settings, particularly in coffee
shops and its impact on enhancing guest experiences. This study aims to delineate how …

Purpose Spoken service language is critical for service experiences and human welfare in
many service settings. However, little is known about how spoken service language can …

Customer satisfaction research is often undertaken quantitatively employing multi-item
standard questionnaires. Instead, this study seeks to understand how restaurant customers …

Tip** has been a significant part of global economic activities and has been viewed as a
commonly practiced social norm (Azar, 2010). The custom of tip** varies widely …

This chapter aims to explore employee expectations when going to work in a culture where
tip** is the norm, but tip** is not received, under the circumstances that the employee …

As the popularity of guided tours has become evident in the aspect of tourism activities, the
expanding yet ambiguous role of tour guides in the tourism industry gained the attention of …

Abstract Service organisations rely heavily on employees' abilities to communicate well with
guests and adapt their communication to situational requirements of encounters …