Outsourcing has assumed an increasingly important role in the hotel industry. It involves a wide range of activities such as laundry, cleaning, spas, security and food and beverage outlets (Espino-Rodriguez and Padron-Robaina, 2004). However, there has been limited previous research into hotel outsourcing and the research undertaken has been geographically restricted mainly to the Canary Island...

Indeed, music distribution and consumption is not as it used to be. iTunes, LastFM, or Spotify are just a few keywords that come to our mind when we think about music. The traditional channels have changed; the music industry is reinventing itself. Flight tickets and hotel reservations: another intangible good that can be easily bought online. Tourists need no longer the physical travel agencie...

Customer service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of customer interactions, enabling an unprecedented scale and scope of service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel...

A test of nonfinancial measures used as part of a management-incentive program by a U.S.-based, full-service hotel chain found that improvements in the nonfinancial measures were followed shortly by increases in revenue and profit. The two nonfinancial measures are customer satisfaction as measured by guests’ comment card indications of likelihood to return and level of complaints. The lag betw...

Wireless technologies are gaining popularity as a “trendy” solution to attract customers; many hospitality-related companies such as Starbuck’s or McDonald’s are trying to offer these services to their patrons (Wrolstad, 2004). While several hotel corporations are trying to jump on the bandwagon, there are a number of factors potentially influencing the decision of whether or not to implement w...

In general, perceived service quality seems to be positively related to customers’ likelihood of remaining a loyal customer and their attitudes toward the service provider (Anton, Camarero, & Carrero, 2007; Bell, Auh & Smalley, 2005; Aydin & Ozer, 2005). Suhartanto (2011) reported that there are numerous studies, mostly conducted in developed countries, which examined service quality as the det...

This article examines the way in which the Spanish hotel industry has responded to government aid and to the use of new technological strategies in order to improve its ability to innovate. Using the Survey on Technological Innovation (Encuesta sobre innovación tecnológica, 2000), carried out by the Spanish National Institute of Statistics under the guidelines of Eurostat and the Oslo Manual, h...

The present study examined the experience of work-family spillover among 586 hotel managers (HMs) working in 50 full-service hotels throughout the U.S. Work-family spillover occurs when behaviors, moods, stresses, and emotions from work spill over into family. We first investigated which hotel managers were more likely to experience spillover and stressful work conditions based on their life ci...