The concept of work as a calling has the potential to provide unique and powerful insights
into how individuals relate to their work and organizations. However, although this concept …

Purpose The purpose of this study is to examine the development of service quality research
in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest …

Determining customer satisfaction elements in retailing after-sales services have been well
explored; however, the increasing competition in this area demands the investigation of …

Purpose A growing number of international travellers have influenced how hotels manage
their customer satisfaction reviews and ratings. This study examines the influence of …

Despite the acknowledged importance of knowledge management (KM), many employees
avoid practicing KM at the individual level. This avoidance often leads to loss of the …

Purpose Drawing on the self-determination and conservation of resources theories, as well
as the transactional theory of stress, this paper aims to develop and empirically test a …

Customer engagement entails unequivocal frontline service employees' top performances
and recommendable behaviors through management appropriate leadership to flourish …

Purpose–The purpose of this study is to investigate the relationship between sense of
calling and career satisfaction of hotel frontline employees and to analyze the mediation role …

While internal service quality (ISQ) preconditions organizational service quality
management, the tourism and hospitality management literature largely overlooks it. This …

This study investigates how managers can enhance the knowledge management (KM)
among front line hotel employees at the individual level, by affecting the employee goal …