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Purpose -The purpose of this paper was to investigate the relationships between restaurant quality attributes and customer behavioral intentions. Design/methodology/approach -An experimental design was chosen to provide a high level of internal validity. Three separate 3 ϫ 2 factorial design experiments were conducted through 18 separate vignette scenarios for three levels of quality (below average, average and above average) of three common restaurant attributes (food, service and ambience) in two types of restaurants (quick service and upscale). Findings -The results indicated that the type of restaurant moderated the relationship between restaurant service and ambience quality and customer behavioral intentions. Practical implications -The results of this study suggest that management of quick-service and upscale restaurants should focus on food quality, but establish different resource allocation priorities with respect to service and ambience quality. Originality/value -This study examined the linearity of the relationships between three common restaurant attributes (food, service and ambience) for three levels of quality (below average, average and above average) in two types of restaurants (quick service and upscale).

Purpose -The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting. Design/methodology/approach -A mail survey was conducted at a major mobile communications company in mainland China. Instrument reliability and validity were examined. Exploratory and confirmatory factor analyses were conducted. Findings -The adapted SERVQUAL instrument is a valid and valuable tool to measure service quality. Service convenience is an important additional dimension of service quality in China's mobile communications setting. The dimension of "empathy" may need revision. Research limitations/implications -Future research involves assessment of the service convenience dimension and examination of the relative importance of SERVQUAL dimensions in other settings. Practical implications -SERVQUAL is a valid instrument to measure service quality in China's mobile communications setting. Providing convenience to customers also is critical for service quality improvement. Improvements to some SERVQUAL dimensions may be more beneficial than improvements to others. Originality/value -This is a pioneer study of the SERVQUAL scale in China's mobile communications setting. This study provides useful insights and guidance for managers to measure and improve service quality.

A sample of the business travel market is analyzed to determine whether the importance placed on particular hotel product attributes varies by travel situation. Multiple discriminant analysis is used to see whether certain attributes are able to correctly discriminate among five travel situations.

Purpose The present research aims to examine the scholarly literature on high-performance work practices (HPWPs). Relevant comparisons were made between the hospitality industry, service industry and various other contextual environments in general business that might impact the choice and implementation of HPWPs, and a set of work practices was proposed for the hospitality industry. Design/methodology/approach A comprehensive review was conducted of scholarly literature related to HPWPs that was published in the past 25 years (1991-2015). A total of 89 scholarly articles were considered in this summary. Based on this review, HPWPs in the hospitality industry were compared and contrasted with other industry sectors. Findings There is little consensus among researchers concerning specific HPWPs that should be used by every company to improve their organizational- or individual-level performance. Thus, a specific set of 13 HPWPs that take into consideration the unique characteristics of the industry, based on a review of empirical research, was identified for the hospitality industry as a starting point for future research in the hospitality industry. Originality/value Following a comparison of HPWPs in the hospitality, services literature and manufacturing-based industry context, the authors extend the body of knowledge and propose a set of HPWPs for future research in the hospitality industry. HPWPs can have positive impacts on both organizational- and individual-level performance. Thirteen specific hospitality HPWPs were identified that are most beneficial, and the circumstances under which they might yield optimal results enhance the scholar’s understanding of HPWPs and provide guidance to human resource professionals to make evidence-based decisions. A better understanding of HPWPs can assist human resource professionals in making policy decisions that optimize the use of human capital in their organizations.