Advances in Hospitality and Leisure, Volume 1 (Advances in by Chen, Joseph S. Chen

By Chen, Joseph S. Chen

Good points insights from a number of clinical stories within the domain names of hospitality, rest, and tourism. This paintings goals to go beyond the cutting edge tools of inquiry with a purpose to motivate clean learn subject matters which are very important and feature been in huge ignored.

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Journal of Marketing, 56(3), 55–68. Cronin, J. , & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125–131. Devlin, J. , Gwynne, A. , & Ennew, C. T. (2002). The antecedents of service expectations. The Services Industry Journal, 22(October), 117–136. EFQM (2003). The EFQM Excellence Model. org/. , & Fife-Schaw, C. (1998). What school of thought? The dimension of the resort hotel quality.

New York: Free Press. Cadotte, E. , Woodruff, R. , & Jenkins, R. L. (1987). Expectations and norms in models of customer satisfaction. Journal of Marketing Research, 24(August), 305–314. Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL. Journal of Retailing, 66(1), 33–35. Cooper, D. , & Schindler, P. S. (2001). ). New York: McGraw-Hill. Crompton, J. , & MacKay, K. J. (1989). Users perceptions of the relative importance of service quality dimensions in selected public recreation programs.

Since Domino’s 30-minutes or less delivery guarantee, the restaurant industry has evolved towards greater levels of convenience for the consumer. From drive-thru to prepared food-to-go to take-and-bake, all segments are looking to increase simplicity in the purchase process. Operational tactics, such as valet parking, Wi-Fi hotspots, and vibrating/lighting buzzers given to patrons to notify them when their table is ready have been added. But convenience is a twoedged sword. With the rise of C-stores, co-branding partnerships, and supermarkets with gourmet delis, the line between retail and restaurants has blurred, thereby increasing the scope of competitors for traditional restaurants.

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