A limited number of studies have been conducted that identify the major drivers of restaurant
financial performance. In addition, how an excellence certificate moderates the relationship …

This paper describes a review of articles published in the Cornell Hospitality Quarterly in the
period 2008 to 2011. A content analysis approach was used to analyze 133 research …

Purpose Pet-friendly hotels are growing rapidly. The prevalence of pet adoption has largely
resulted from the loneliness due to social distancing that happened during the Coronavirus …

In recent decades, providing production and service simultaneously has remained an
unsolved problem in developing agritourism. This study adopted the concept of service …

With the increasing adoption of frontline service robots (FLSRs) in hospitality workplaces,
collaboration between frontline employees (FLEs) and FLSRs has become a necessity. The …

Identifying specific initiatives that can be undertaken by frontline employees to enhance
customer delight is of great interest to service firms. In the hopes of contributing to this …

Airline services should be passenger-focused to be sustainable. In this study, we redesign
an in-flight service process using a service blueprint while incorporating direct customer …

Purpose This study examines changes in customer service encounter patterns in response
to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services …

In this study of a regional fast food hamburger chain (subject hamburger chain), the
relationship between customer satisfaction and its independent variables of service quality …

The present research presented a novel model for incorporating service design to create
guest experiential value. Taking a star hotel in Taiwan as an example, this study used the KJ …