الملخص: In many Islamic countries, women have limited participation in the workforce, including the tourism and hospitality industry. This study examines the barriers that prevent women from becoming tourist guides in Jordan. Based on qualitative interviews with 34 women from three main tourist cities in Jordan namely, Petra, Amman, Aqaba, Jarash, Ajlun, Madaba and Irbid, a list of factors were identified that can be subsequently subcategorized as barriers and motivators for career development in the tourist industry for women. The responses indicated that women, overall, have an interest in the careers offered by the hospitality and tourism industry. However, certain factors hinder their efforts to secure employment in this field and in the profession of tourist guides, in particular. The main barriers include religious beliefs as well as social traditions and culture around women’s role in the family life, i.e. main caregiver. On the other hand, the positive impact that women’s employment in this field may have on a societal level was emphasized and several areas for improving women’s role in this sector were identified.

الملخص: A focus group is an investigative tool for social research based on a structured and focused discussion with a small group of people, run by a facilitator (moderator) to generate qualitative data through a set of open-ended questions. The focus group technique is a qualitative research methodology popularly used in social research in a wide range of sectors. A researcher uses a set of open-ended questions on a specific topic to generate qualitative data. The focus group is an efficient way of gathering data about particular opinions or attitudes by covering a large number of people in the same group. This entry explores the methodology and processes of focus groups as well as the analysis of data from focus group research.

الملخص: The present study aimed to investigate the differing effects of competitive pricing strategies on the performance of hotels operating in bad regional political conditions. To this end, two complementary analyses were carried out based on a three-year dataset (2014-2016) collected through a questionnaire from 120 star-rated hotels in Jordan. The results of the one-way multivariate analysis of variance revealed statistically significant differences in the key performance indicators between hotels adopting a discount pricing strategy and those implementing a premium pricing strategy. The results showed that hotels adopting a discount pricing strategy enjoy a relatively higher market penetration index, but lag behind their competitors in terms of revenue generation index. On the contrary, hotels implementing a premium pricing strategy have a relatively lower market penetration index, but outperform their competitors in terms of revenue generation index. The results of the detailed descriptive analysis further demonstrated that although lower-priced hotels compared to their competitors have relatively higher occupancy rates, they experience relatively lower RevPARs. By contrast, hotels with higher prices compared to their competitors lose some occupancy, but achieve relatively higher RevPARs. Overall, the results suggested that adopting a premium pricing strategy, as opposed to a discount pricing strategy, is the most convenient way for improving hotel long-term financial performance, especially when hotel demand is relatively inelastic due to poor regional political conditions.

الملخص: The aim of this paper is to examine the impact of total quality management (TQM) implementations on employees’ service recovery performance in five-star hotels in Jordan. TQM implementations and service recovery performance have received significant attention in previous research. However, the impact of TQM on service recovery performance has remained unexplored research area. A 67-item questionnaire, measuring TQM implementations and service recovery, was distributed to 400 employees in 12 five-star hotels in Jordan with a 63.5 response rate. Principle Component Analysis was utilized to determine the factor structure for both TQM and service recovery and Regression Analysis to determine the impact of TQM implementations on service recovery performance. The result revealed that the TQM implementations in five-star hotels in Jordan was implemented effectively and thus, have a positive impact on employees’ service recovery performance. This result is attributed to be unique and this is due to the fact that previous studies have focused on manufacturing sector not on hotel sector in measuring either TQM implementations or service recovery performance. This paper suggests replicating the study in additional settings to determine if similar results will be obtained outside five-star-hotels in Jordan. Many of the previous studies on TQM and service recovery performance have been conducted in the context of western economies and very little research has been done in the Middle East in general and Jordan in particular. As such, there is a need to examine, from the employees’ perspective, the levels of implementing TQM that are being encouraged in the hospitality industry and it is effect on service recovery performance among employees towards their both employers and customers. The present paper contributes to filling the gap in the literature by measuring the TQM implementations and service recovery as a whole in a new context.

الملخص: This paper examines the influence of empowerment on employee job satisfaction in five-star hotels in Jordan. The influence of empowerment on job satisfaction remains a relatively unexplored area in the Jordanian hotel industry. A 52-item questionnaire, measuring empowerment and job satisfaction, was distributed to 332 employees in 12 five-star hotels in Jordan with a 56% response rate. Principal components analysis determined the factor structure and regression analysis determined the influence of empowerment on job satisfaction. The results revealed both structural and psychological empowerment have significant individual influences on job satisfaction, but more significant when structural and psychological empowerment are combined. It is also important to recognise the complementary role of structural empowerment on psychological empowerment, as both have provided significant results on job satisfaction. The majority of previous studies were conducted in western economies and little in the Middle East generally and Jordan in particular. This research contributes to the literature by including both dimensions of empowerment where previous scholars used only one.

الملخص: Although the importance of service quality has been recognised, few studies have addressed service quality in hotels from the perspective of employees. Therefore, this study aims to measure the service quality of four and five-star hotels in Jordan from the employees’ perspective based on the SERVQUAL model. The current study was carried out by measuring the data gathered according to a five-point Likert scale. A quantitative survey method was applied, and therefore the SERVQUAL instrument was used to measure service quality. Data obtained from a sample of 238 respondents drawn from ten four- and five-star hotels in Jordan were analysed with the SPSS software based on descriptive statistics. The study’s findings indicated that service quality of five-star hotels in Jordan was higher than that of four-star hotels.

الملخص: This paper draws on the perceptions of middle managers in Jordan to identify what determines upper management’s decision in International Hotel Chains (IHC) to invest in out-of-country training (OCT). A model employing the presence of relationships between ‘attitudes’, ‘benefits and usefulness’, ‘barriers’ and ‘IHC’s decision’ to invest in OCT, was proposed and examined. A total of 261 middle managers from IHCs in Jordan provided responses to a structured survey. Confirmatory factor analysis validated the dimensions for each construct. Structural equation modelling (SEM) was used to test the relationships among the four constructs of the study. The results showed a direct relationship between attitudes and benefits/usefulness to IHC’s decision to invest in OCT, and demonstrated the mediating role of attitudes in the inverse relationship between barriers and IHC’s decision to invest in OCT.

الملخص: This study aims to assess tourists‟ perceptions towards quality tourism services provided at Petra historical site, and to measure tourist satisfaction by examining the impact of quality tourism product on overall tourist satisfaction. In this study, four hypotheses were developed are proposed a study model. The empirical data were collected from tourists via a survey that yielded 180 usable questionnaires, these data were analysed using a series of multiple regressions to determine the relationship between service quality and tourist satisfaction. The findings confirmed that service quality directly impacted tourist satisfaction throughout destination facilities, destination accessibility and destination attraction. As a result, this study argued that there is a significant impact of the service quality on tourist satisfaction, and therefore service quality plays an important role in tourism by increasing the level of tourist satisfaction. The results in this study supported the evidence that there are positive impacts of components of tourism product on tourist satisfaction. This study provided some theoretical and managerial implications based on the findings to academicians and tourism sector, the researcher presented recommendations for further studies and he discussed the main limitations in this study.

الملخص: The tourism industry is one of the most important industries of the Jordanian economy. It generates in Jordan billions of dollars in revenues and thousands of jobs yearly. The study aims to investigate tourism impacts on society in Petra from three perspectives: cultural, social and economic as perceived by residents. Petra is an important destination in Jordan for international tourists. This study used a quantitative research by using a self-administered survey applied to convenience samples of local residents in Petra in 2015. A number of 400 questionnaires were distributed to local residents in Petra, and only 342 questionnaires were returned and valid for analysing data. Data were analysed with the SPSS software version 21 based on descriptive statistics. The main results found that local residents have strongly positive perspectives to tourism impacts (cultural, social and economic). The comparison of the mean scores of these impacts across residents that live in Petra reveals that the most valued impacts was economic, then cultural and finally social.

الملخص: This study aims to explore the eco-label practices in Jordanian hotels. Respondents included (all) four- and five-star hotels in Jordan, which were chain and independent properties. Data were collected from 48 hotels via questionnaires, were analysed by using SPSS. The findings showed that all the five- and four– star hotels in Jordan are moderately eco-label hotels. The most eco-label criteria were implemented in hotels are employee training; community support; water management; organisation, reporting and management and energy management, while, customer education; waste management and purchasing management were less implemented. And the best Jordanian eco-label hotels were five-star global chain managed by franchising and mostly located in Dead Sea.

الملخص: The purpose of this study is to identify the reasons for the lack of focus groups in Jordan by conducting a focus group with twenty four Academics from Jordanian Universities. Focus groups are commonly used for academic purposes and taught at colleges and universities. The outcome of focus groups for marketing, especially in the tourism industry, is a beneficial learning tool. Focus groups, however, are rarely used for a number of reasons. This research tool is foreign to university students, and unless they study abroad, they are not exposed to a wide range of research and education tools. There are barriers that exist with focus groups. These barriers include: government and educational funding, cultural limitations, personal expectations, teaching materials and resources. Following this research, the recommendations are to have focus groups implemented in Jordanian school systems and to conduct focus group training sessions, encourage students to use them as a research tool and explain the link between focus groups and the hospitality industry. By limiting curriculums in Jordanian education systems, students will not have the proper knowledge or skills once they graduate to compete with markets outside of Jordan. Recommendations are discussed based on the author’s research findings.

الملخص: The purpose of the study is to investigate the impact of leadership style on employee job satisfaction in five-star hotels. A questionnaire consisted of 57 items based on five-point likert scale (from strongly disagree to strongly agree) was used to measure both leadership style and job satisfaction from employees’ perspectives. Using random sampling, the researcher distributed 350 questionnaires, 220 of which were completed. The obtained data from the questionnaires are investigated through the SPSS statistical packaged software. The empirical results indicated that two types of leadership styles, namely, democratic and laissezfaire were found to have direct positive significant relationships with employees’ job satisfaction. The findings showed that the dominant leadership style was democratic and employees were moderately satisfied with their job. This implies that democratic leadership is deemed suitable for managing hotels. The study’s results show that different leadership style will have different impacts on employee job satisfaction. An interesting finding is that democratic leadership has a stronger influence on job satisfaction than laissez-faire leadership does. As a result, by adopting the appropriate leadership styles, leaders can affect employee job satisfaction.

الملخص: This study aims to explore the impact of Employee Service Innovation Behavior (ESIB) on New Service Development (NSD) among hotels’ employees. A research model was proposed in which one hypothesis was developed. The empirical data were collected from employees who are working in four- and five-star hotels in Jordan. A total of 332 questionnaires were returned and the data were analyzed using a single regression to determine the relationship between ESIB and NSD. The results supported the proposed model that there is a significant relationship between ESIB and NSD, and it also found that service innovation performance is exited in the hotel industry. The theoretical and managerial implications were drawn based on the study findings, and recommendations for future researchers were made, and limitations and conclusions are discussed.

الملخص: This study sets out to explore the Critical Success Factors (CSFs) necessary for TQM implementation in hotels. It also aims to classify participating hotels into groups based on their TQM adoption by using cluster analysis. Using a survey methodology, 170 questionnaires were sent to managers in 17 four- and five-star resort hotels in Jordan in 2010 and 104 usable questionnaires were returned. The findings revealed that TQM is existed and implemented in the hotel industry. The researchers then confirmed that four- and five-star resort hotels can be classified into two groups, namely, “high TQM adopters” and “low TQM adopters”.

الملخص: This study aims at classifing hotels in Jordan into groups based on their Total Quality Management (TQM) implementation. Using a survey methodology, the TQM questionnaire was designed to measure the level of TQM implementation throughout Critical Success Factors (CSFs) which are necessary for TQM implementation. A total of 345 TQM questionnaires were distributed to managers, working in 17 four- and five-star Jordanian hotels. The researcher obtained 227 usable TQM questionnaires. The results classified Jordanian hotels based on the CSFs for TQM implementation. More specifically, using cluster analysis on the CSFs of TQM resulted in two groups of hotels: ‘low TQM adopters’ and ‘high TQM adopters’. These two groups showed significant differences across the TQM CSFs.

الملخص: This book sets out to explore the impact of TQM implementation on organisational creativity in the hotel industry. Both regression analysis and Structural Equation Modelling (SEM) were used to test hypotheses and proposed models. For the TQM model, the findings revealed that TQM had positive relationships with both process innovation and product innovation, and process innovation partially mediated the relationship between TQM and product innovation. In the second model, the creativity model, the stimulants to creativity had positive impacts on employee attitudes and work outcomes, while obstacles to creativity had negative impacts on dependent(s), and employee attitudes partially mediated these relationships. The book‘s findings showed that implementing successful TQM practices can help hotels to create an appropriate work environment for stimulating creativity and enhancing innovation.

الملخص: The purpose of this research was to examine the mediating effect of empowerment on the linkage between Total Quality Management (TQM) and service recovery performance in the hotel industry. Although much has been written about TQM, empowerment and service recovery performance, but the role of empowerment as a mediator in the relationship between TQM and service recovery performance has remained a relatively unexplored research area. A 93-item questionnaire is designed to measure TQM, empowerment and service recovery amongst employees in five-star hotels in Jordan, and 254 usable questionnaires were used in this study. Principal components analysis determined the factor structure and regression analysis determined the relationships between the study’s variables. The results revealed that the TQM implementations have positive effects on empowerment and service recovery performance. Moreover, the study found the full mediating effect of empowerment in the relationship between TQM and service recovery performance. Implications, limitations and future research are discussed at the end. This study proposes model of influence of TQM in service recovery performance, whereby empowerment fully mediates this relationship.

الملخص: Service quality is a key factor for success in any hotel. Many researchers have conducted studies on service quality, but only a few studies have been conducted on internal service quality (ISQ) in general, and in the hotel industry in particular. Since there is no general agreement among researchers on the measurement of ISQ, many studies have used SERVQUAL instrument to measure the employees’ perceptions of ISQ. The purpose of this study is to explore the influence of ISQ on employee’s job satisfaction in five-star hotels in Jordan. The current study was carried out by measuring the data gathered through a seven-point Likert scale. The quantitative survey method was applied, and therefore the SERVQUAL instrument was used to measure ISQ, and the Job Satisfaction Survey (JSS) was used to measure job satisfaction. Data obtained from a sample of 238 respondents drawn from 14 five-star hotels in Jordan were analysed with the SPSS software based on descriptive statistics. The study’s findings indicated that the ISQ of five-star hotels in Jordan has a significantly positive influence on an employee’s job satisfaction. These findings support the hypothesis that there is a positive relationship between ISQ in the hotel industry and industry employees’ job satisfaction.

الملخص: In many Islamic countries, women have limited participation in the workforce, including the tourism and hospitality industry. This study examines the barriers that prevent women from becoming tourist guides in Jordan. Based on qualitative interviews with 34 women from three main tourist cities in Jordan namely, Petra, Amman, Aqaba, Jarash, Ajlun, Madaba and Irbid, a list of factors were identified that can be subsequently subcategorized as barriers and motivators for career development in the tourist industry for women. The responses indicated that women, overall, have an interest in the careers offered by the hospitality and tourism industry. However, certain factors hinder their efforts to secure employment in this field and in the profession of tourist guides, in particular. The main barriers include religious beliefs as well as social traditions and culture around women’s role in the family life, i.e. main caregiver. On the other hand, the positive impact that women’s employment in this field may have on a societal level was emphasized and several areas for improving women’s role in this sector were identified.

الملخص: A focus group is an investigative tool for social research based on a structured and focused discussion with a small group of people, run by a facilitator (moderator) to generate qualitative data through a set of open-ended questions. The focus group technique is a qualitative research methodology popularly used in social research in a wide range of sectors. A researcher uses a set of open-ended questions on a specific topic to generate qualitative data. The focus group is an efficient way of gathering data about particular opinions or attitudes by covering a large number of people in the same group. This entry explores the methodology and processes of focus groups as well as the analysis of data from focus group research.

الملخص: The present study aimed to investigate the differing effects of competitive pricing strategies on the performance of hotels operating in bad regional political conditions. To this end, two complementary analyses were carried out based on a three-year dataset (2014-2016) collected through a questionnaire from 120 star-rated hotels in Jordan. The results of the one-way multivariate analysis of variance revealed statistically significant differences in the key performance indicators between hotels adopting a discount pricing strategy and those implementing a premium pricing strategy. The results showed that hotels adopting a discount pricing strategy enjoy a relatively higher market penetration index, but lag behind their competitors in terms of revenue generation index. On the contrary, hotels implementing a premium pricing strategy have a relatively lower market penetration index, but outperform their competitors in terms of revenue generation index. The results of the detailed descriptive analysis further demonstrated that although lower-priced hotels compared to their competitors have relatively higher occupancy rates, they experience relatively lower RevPARs. By contrast, hotels with higher prices compared to their competitors lose some occupancy, but achieve relatively higher RevPARs. Overall, the results suggested that adopting a premium pricing strategy, as opposed to a discount pricing strategy, is the most convenient way for improving hotel long-term financial performance, especially when hotel demand is relatively inelastic due to poor regional political conditions.

الملخص: The aim of this paper is to examine the impact of total quality management (TQM) implementations on employees’ service recovery performance in five-star hotels in Jordan. TQM implementations and service recovery performance have received significant attention in previous research. However, the impact of TQM on service recovery performance has remained unexplored research area. A 67-item questionnaire, measuring TQM implementations and service recovery, was distributed to 400 employees in 12 five-star hotels in Jordan with a 63.5 response rate. Principle Component Analysis was utilized to determine the factor structure for both TQM and service recovery and Regression Analysis to determine the impact of TQM implementations on service recovery performance. The result revealed that the TQM implementations in five-star hotels in Jordan was implemented effectively and thus, have a positive impact on employees’ service recovery performance. This result is attributed to be unique and this is due to the fact that previous studies have focused on manufacturing sector not on hotel sector in measuring either TQM implementations or service recovery performance. This paper suggests replicating the study in additional settings to determine if similar results will be obtained outside five-star-hotels in Jordan. Many of the previous studies on TQM and service recovery performance have been conducted in the context of western economies and very little research has been done in the Middle East in general and Jordan in particular. As such, there is a need to examine, from the employees’ perspective, the levels of implementing TQM that are being encouraged in the hospitality industry and it is effect on service recovery performance among employees towards their both employers and customers. The present paper contributes to filling the gap in the literature by measuring the TQM implementations and service recovery as a whole in a new context.

الملخص: This paper examines the influence of empowerment on employee job satisfaction in five-star hotels in Jordan. The influence of empowerment on job satisfaction remains a relatively unexplored area in the Jordanian hotel industry. A 52-item questionnaire, measuring empowerment and job satisfaction, was distributed to 332 employees in 12 five-star hotels in Jordan with a 56% response rate. Principal components analysis determined the factor structure and regression analysis determined the influence of empowerment on job satisfaction. The results revealed both structural and psychological empowerment have significant individual influences on job satisfaction, but more significant when structural and psychological empowerment are combined. It is also important to recognise the complementary role of structural empowerment on psychological empowerment, as both have provided significant results on job satisfaction. The majority of previous studies were conducted in western economies and little in the Middle East generally and Jordan in particular. This research contributes to the literature by including both dimensions of empowerment where previous scholars used only one.

الملخص: Although the importance of service quality has been recognised, few studies have addressed service quality in hotels from the perspective of employees. Therefore, this study aims to measure the service quality of four and five-star hotels in Jordan from the employees’ perspective based on the SERVQUAL model. The current study was carried out by measuring the data gathered according to a five-point Likert scale. A quantitative survey method was applied, and therefore the SERVQUAL instrument was used to measure service quality. Data obtained from a sample of 238 respondents drawn from ten four- and five-star hotels in Jordan were analysed with the SPSS software based on descriptive statistics. The study’s findings indicated that service quality of five-star hotels in Jordan was higher than that of four-star hotels.

الملخص: This paper draws on the perceptions of middle managers in Jordan to identify what determines upper management’s decision in International Hotel Chains (IHC) to invest in out-of-country training (OCT). A model employing the presence of relationships between ‘attitudes’, ‘benefits and usefulness’, ‘barriers’ and ‘IHC’s decision’ to invest in OCT, was proposed and examined. A total of 261 middle managers from IHCs in Jordan provided responses to a structured survey. Confirmatory factor analysis validated the dimensions for each construct. Structural equation modelling (SEM) was used to test the relationships among the four constructs of the study. The results showed a direct relationship between attitudes and benefits/usefulness to IHC’s decision to invest in OCT, and demonstrated the mediating role of attitudes in the inverse relationship between barriers and IHC’s decision to invest in OCT.

الملخص: This study aims to assess tourists‟ perceptions towards quality tourism services provided at Petra historical site, and to measure tourist satisfaction by examining the impact of quality tourism product on overall tourist satisfaction. In this study, four hypotheses were developed are proposed a study model. The empirical data were collected from tourists via a survey that yielded 180 usable questionnaires, these data were analysed using a series of multiple regressions to determine the relationship between service quality and tourist satisfaction. The findings confirmed that service quality directly impacted tourist satisfaction throughout destination facilities, destination accessibility and destination attraction. As a result, this study argued that there is a significant impact of the service quality on tourist satisfaction, and therefore service quality plays an important role in tourism by increasing the level of tourist satisfaction. The results in this study supported the evidence that there are positive impacts of components of tourism product on tourist satisfaction. This study provided some theoretical and managerial implications based on the findings to academicians and tourism sector, the researcher presented recommendations for further studies and he discussed the main limitations in this study.

الملخص: The tourism industry is one of the most important industries of the Jordanian economy. It generates in Jordan billions of dollars in revenues and thousands of jobs yearly. The study aims to investigate tourism impacts on society in Petra from three perspectives: cultural, social and economic as perceived by residents. Petra is an important destination in Jordan for international tourists. This study used a quantitative research by using a self-administered survey applied to convenience samples of local residents in Petra in 2015. A number of 400 questionnaires were distributed to local residents in Petra, and only 342 questionnaires were returned and valid for analysing data. Data were analysed with the SPSS software version 21 based on descriptive statistics. The main results found that local residents have strongly positive perspectives to tourism impacts (cultural, social and economic). The comparison of the mean scores of these impacts across residents that live in Petra reveals that the most valued impacts was economic, then cultural and finally social.

الملخص: This study aims to explore the eco-label practices in Jordanian hotels. Respondents included (all) four- and five-star hotels in Jordan, which were chain and independent properties. Data were collected from 48 hotels via questionnaires, were analysed by using SPSS. The findings showed that all the five- and four– star hotels in Jordan are moderately eco-label hotels. The most eco-label criteria were implemented in hotels are employee training; community support; water management; organisation, reporting and management and energy management, while, customer education; waste management and purchasing management were less implemented. And the best Jordanian eco-label hotels were five-star global chain managed by franchising and mostly located in Dead Sea.

الملخص: The purpose of this study is to identify the reasons for the lack of focus groups in Jordan by conducting a focus group with twenty four Academics from Jordanian Universities. Focus groups are commonly used for academic purposes and taught at colleges and universities. The outcome of focus groups for marketing, especially in the tourism industry, is a beneficial learning tool. Focus groups, however, are rarely used for a number of reasons. This research tool is foreign to university students, and unless they study abroad, they are not exposed to a wide range of research and education tools. There are barriers that exist with focus groups. These barriers include: government and educational funding, cultural limitations, personal expectations, teaching materials and resources. Following this research, the recommendations are to have focus groups implemented in Jordanian school systems and to conduct focus group training sessions, encourage students to use them as a research tool and explain the link between focus groups and the hospitality industry. By limiting curriculums in Jordanian education systems, students will not have the proper knowledge or skills once they graduate to compete with markets outside of Jordan. Recommendations are discussed based on the author’s research findings.

الملخص: The purpose of the study is to investigate the impact of leadership style on employee job satisfaction in five-star hotels. A questionnaire consisted of 57 items based on five-point likert scale (from strongly disagree to strongly agree) was used to measure both leadership style and job satisfaction from employees’ perspectives. Using random sampling, the researcher distributed 350 questionnaires, 220 of which were completed. The obtained data from the questionnaires are investigated through the SPSS statistical packaged software. The empirical results indicated that two types of leadership styles, namely, democratic and laissezfaire were found to have direct positive significant relationships with employees’ job satisfaction. The findings showed that the dominant leadership style was democratic and employees were moderately satisfied with their job. This implies that democratic leadership is deemed suitable for managing hotels. The study’s results show that different leadership style will have different impacts on employee job satisfaction. An interesting finding is that democratic leadership has a stronger influence on job satisfaction than laissez-faire leadership does. As a result, by adopting the appropriate leadership styles, leaders can affect employee job satisfaction.

الملخص: This study aims to explore the impact of Employee Service Innovation Behavior (ESIB) on New Service Development (NSD) among hotels’ employees. A research model was proposed in which one hypothesis was developed. The empirical data were collected from employees who are working in four- and five-star hotels in Jordan. A total of 332 questionnaires were returned and the data were analyzed using a single regression to determine the relationship between ESIB and NSD. The results supported the proposed model that there is a significant relationship between ESIB and NSD, and it also found that service innovation performance is exited in the hotel industry. The theoretical and managerial implications were drawn based on the study findings, and recommendations for future researchers were made, and limitations and conclusions are discussed.

الملخص: This study sets out to explore the Critical Success Factors (CSFs) necessary for TQM implementation in hotels. It also aims to classify participating hotels into groups based on their TQM adoption by using cluster analysis. Using a survey methodology, 170 questionnaires were sent to managers in 17 four- and five-star resort hotels in Jordan in 2010 and 104 usable questionnaires were returned. The findings revealed that TQM is existed and implemented in the hotel industry. The researchers then confirmed that four- and five-star resort hotels can be classified into two groups, namely, “high TQM adopters” and “low TQM adopters”.

الملخص: This study aims at classifing hotels in Jordan into groups based on their Total Quality Management (TQM) implementation. Using a survey methodology, the TQM questionnaire was designed to measure the level of TQM implementation throughout Critical Success Factors (CSFs) which are necessary for TQM implementation. A total of 345 TQM questionnaires were distributed to managers, working in 17 four- and five-star Jordanian hotels. The researcher obtained 227 usable TQM questionnaires. The results classified Jordanian hotels based on the CSFs for TQM implementation. More specifically, using cluster analysis on the CSFs of TQM resulted in two groups of hotels: ‘low TQM adopters’ and ‘high TQM adopters’. These two groups showed significant differences across the TQM CSFs.

الملخص: This book sets out to explore the impact of TQM implementation on organisational creativity in the hotel industry. Both regression analysis and Structural Equation Modelling (SEM) were used to test hypotheses and proposed models. For the TQM model, the findings revealed that TQM had positive relationships with both process innovation and product innovation, and process innovation partially mediated the relationship between TQM and product innovation. In the second model, the creativity model, the stimulants to creativity had positive impacts on employee attitudes and work outcomes, while obstacles to creativity had negative impacts on dependent(s), and employee attitudes partially mediated these relationships. The book‘s findings showed that implementing successful TQM practices can help hotels to create an appropriate work environment for stimulating creativity and enhancing innovation.

الملخص: The purpose of this research was to examine the mediating effect of empowerment on the linkage between Total Quality Management (TQM) and service recovery performance in the hotel industry. Although much has been written about TQM, empowerment and service recovery performance, but the role of empowerment as a mediator in the relationship between TQM and service recovery performance has remained a relatively unexplored research area. A 93-item questionnaire is designed to measure TQM, empowerment and service recovery amongst employees in five-star hotels in Jordan, and 254 usable questionnaires were used in this study. Principal components analysis determined the factor structure and regression analysis determined the relationships between the study’s variables. The results revealed that the TQM implementations have positive effects on empowerment and service recovery performance. Moreover, the study found the full mediating effect of empowerment in the relationship between TQM and service recovery performance. Implications, limitations and future research are discussed at the end. This study proposes model of influence of TQM in service recovery performance, whereby empowerment fully mediates this relationship.

الملخص: Service quality is a key factor for success in any hotel. Many researchers have conducted studies on service quality, but only a few studies have been conducted on internal service quality (ISQ) in general, and in the hotel industry in particular. Since there is no general agreement among researchers on the measurement of ISQ, many studies have used SERVQUAL instrument to measure the employees’ perceptions of ISQ. The purpose of this study is to explore the influence of ISQ on employee’s job satisfaction in five-star hotels in Jordan. The current study was carried out by measuring the data gathered through a seven-point Likert scale. The quantitative survey method was applied, and therefore the SERVQUAL instrument was used to measure ISQ, and the Job Satisfaction Survey (JSS) was used to measure job satisfaction. Data obtained from a sample of 238 respondents drawn from 14 five-star hotels in Jordan were analysed with the SPSS software based on descriptive statistics. The study’s findings indicated that the ISQ of five-star hotels in Jordan has a significantly positive influence on an employee’s job satisfaction. These findings support the hypothesis that there is a positive relationship between ISQ in the hotel industry and industry employees’ job satisfaction.

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