Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …

This review paper has the aim of systematically analysing studies published in five
hospitality journals over the period 2000 to 2016. The review was organized around four …

Corporate social responsibility has been extensively discussed and linked to the firm
performance by the researchers. However, a significant research gap remains unexplored …

Firm size, collaboration, foreign ownership and the level of formal training for employees are
just some of the key inputs considered to be important in the amount of Service innovation in …

Purpose This paper aims to process underlying the relationship between supervisor servant
leadership and employee organizational citizenship behavior (OCB) in hotels. Specifically, it …

Purpose This paper aims to review hospitality and tourism research on customer satisfaction
(CS), service quality (SQ) and customer value (CV) published in several established …

Purpose–This paper aims to examine the themes of talent management, work-life balance
(WLB) and retention strategies in the hospitality industry. The study was undertaken through …

Two studies were conducted to validate the so-called HEalthy and Resilient Organization
(HERO) Model. Results from Study 1 provided validity and psychometric support for a new …

Purpose This paper aims to investigate how chief executive officer (CEO) responsible
leadership impacts corporate social responsibility (CSR) and organization performance by …

Despite the important role of employee engagement, research on the psychological factors
affecting employee engagement is scarce. Furthermore, engagement research has focused …