Purpose- This study investigates customers’ perceptions of the service quality facets of Airbnb accommodation using social exchange theory as a suitable conceptual framework to explain aspects of interactivity between guests and hosts. Design/methodology/approach- A self-administered questionnaire consisting of 25 accommodation- specific service quality attributes, structured according to Akbaba’s (2006) measurement scale and based on the service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin and Taylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample was chosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis. Findings- The results showed that convenience and assurance are critical contributors to the measurement of service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainly interested in lodgings which have access to certain tourist sights, and in easily accessible information and efficient resolution of problems during their stay. We also found that guests greatly value the convenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitality provided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and services available at the lodgings. Research limitations/implications-Airbnb is one of the most well-known examples of hospitality in the sharing economy and results cannot be generalized to similar accommodation providers in sharing economies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is only one option among others for measuring service quality. Practical implications- The current study can assist hosts in gaining better knowledge of guests’ decision making processes and in designing effective marketing strategies by focusing on guests’ requirements in terms of service quality. The effective use of competitive strengths and the prioritization of business resources would potentially enhance guests’ positive experiences at the accommodation and at the destination. Originality/value-Limited numbers of studies have focused on the sharing economy and hospitality and in particular on Airbnb and this is the first study with a focus on service quality issues in terms of Airbnb accommodation.

Purpose: Current study tries to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of CRM, namely; people, process and technology in the context of the hotel industry. Methodology: Required data is collected with a quantitative approach and using a questionnaire adapted from the Denison organisational culture survey and the Mendoza CRM model. The questionnaire distributed among 364 managers of a chain hotel in the UK and gathered data examined by the Structural Equation Modelling method. Findings: The results of the research reveal that the four traits of organisational culture (adaptability, consistency, involvement and mission) have positive and significant impacts on three components of CRM (people, process and technology). A set of theoretical contributions and practical implications also discussed. Research limitations: The research is conducted with a case study approach hence the findings cannot be generalized to a larger population and the results might be different for other industries. Due to the limitation of access to all employees, only managers were selected as the sample and future studies with all employees may show different results. Practical implications Current study helps hotel managers to understand the role and importance of organisational cultural traits in successful implementation of the components of their CRM strategy. Originality/value: The position taken in this research recognizes the need to enhance the understanding of organisational culture’s impact on implementing CRM components. Organisational cultural traits have different levels of impact on CRM implementation and this is the first study to investigate the detailed impacts of four traits of adaptability, consistency, involvement and mission on three components of CRM, namely; people, process and technology.

The complex relationships between tourism and heritage are revealed in the tensions between tradition and modernity (Nuryanti, 1996). Heritage tourism has been studied by numerous scholars and practitioners over the past decades from different disciplines. In 21st century heritage destinations are in various forms and functions such as townscapes, rural village or traditional agricultural landscape, leisure landscape, historical trails and routs and have different roles to play for different stakeholders and provides opportunities for visiting individuals, who are privileged to breathe past, present and future at once.

Current study tries to evaluate the competitiveness of Stara Zagora (the sixth largest city in Bulgaria) as a tourist destination generally and from cultural tourism perspective in particular. The study was conducted usingquestionnaires with both closed and open-ended questions. Analyses showed that in addition to reenactment of historic events and Bulgarian traditions and crafts, demand for dining experiences originating from distant parts of the world such as the Far East, India, and Mexico can also be added to the competitive of Stara Zagora. Theoretical and practical implications were also identified and discussed.

Using a push-pull model this current study tries to investigate the relative importance of the UK as a location focus for East European students to undertake a Higher National Diploma (HND) in Tourism and Hospitality. The research conducted is based upon a mixed method approach through two sequential phases, a focus group and a questionnaire. The results revealed that the opportunity to improve language skills, financial support from the UK government and job opportunities are the important factors for selecting the UK. The results further showed that the nature of the course, Pre-course expectations and external impacts, such as benefits for EU citizens (student loans) are key factors for choosing to study Tourism and Hospitality.

This study aims to investigate Iranian tourists’ travel motivations to Turkey and their satisfaction level with all-inclusive package tours to this country. Based on an in-depth literature review, a questionnaire was developed and data were collected from 383 Iranian tourists who stayed in resort hotels in Antalya, Turkey. The research findings reveal that entertainment, being a family friendly destination, weather, cultural resources and quality of resort hotels were the main motivational factors among Iranian tourists for visiting Turkey. Main reasons for the participants for selecting all-inclusive package tours include predetermined schedules, service quality, set price and elimination of extra spending. The research findings show a high level of satisfaction with all-inclusive package tours. However, there were differences among respondents based on gender and age. The study concludes with offering specific theoretical and practical implications. Suggestions for future research are also provided.

Purpose: This study proposes a holistic model to rank and evaluate researchers’ performance. This holistic model is developed by focusing on brand equity, which includes three components of perceived quality, brand image, and brand loyalty. Design/methodology/approach: To show how the model works, two pseudo cases are presented. Findings: This model encourages researchers to conduct more interdisciplinary research and collaborate with researchers from diverse backgrounds. Since the model includes publication attributes identified by researchers in the publication processes, it allows researchers to strengthen their brand equity score or performance. . Practical Implications: The model is applicable not only to the fields of hospitality and tourism but also to other disciplines. Originality/Value: As one of the first study in the field, this research introduces a holistic model to rank and evaluate researchers’ performance.

Current study tries to investigate the combine effect of organizational culture factors on implementing Customer Relationship Management (CRM) in hotels. A questionnaire was administered among managers of a chain hotel in the UK and collected data was subjected to correlation and simple liner regression analysis. The results showed that creating cross functional teams, having culture of teamwork, committed and involved employees, adaptive and responsive attitudes towards change, information sharing, learning orientation and knowledge management, defined set of mission and visions and high degree of innovation are the main predictors for a successful CRM projects.

Purpose: Current study investigates the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia. Design/methodology/approach: A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling (CB-SEM). Findings: The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that toward enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers. Originality/value: Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.