Quality research in tourism and hospitality: perspectives and research agenda, 1-12.
SERVQUAL and PAT: alternative disconfirmation approaches to the measurement of service quality in the foodservice industry, 13-29.
Service quality in tourism research: are we walking tall (yet)?, 31-56.
Hospitality employees empowerment in Hong Kong and the Chinese Mainland, 57-65.
Supplementary services as a differentiation strategy: an empirical investigation of Lovelock's model in tourism, 67-80.
Quality issues in hospitality web site design and operation, 83-103.
Selected quality award web sites, 105-110.