Most Popular Papers*
Motivating Your Staff to Provide Outstanding Service
Michael C. Sturman and Robert Ford
Environmental Sustainability in the Hospitality Industry: Best Practices, Guest Participation, and Customer Satisfaction
Alexandra Bruns-Smith, Vanessa Choy, Howard Chong Ph.D., and Rohit Verma Ph.D.
Scale Construction: Developing Reliable and Valid Measurement Instruments
Timothy R. Hinkin, J. Bruce Tracey, and Cathy A. Enz
The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
Anders Gustaffsson, Michael D. Johnson, and Inger Roos
Implementing Revenue Management in Your Restaurants: A Case Study with Fairmont Raffles Hotels International
Sheryl E. Kimes and Jeannette Ho
* Based on the average number of full-text downloads per day since the paper was posted.