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The purpose of this study is to test the entrepreneurial orientation organization structure‐performance link within the context of the Asian hotel industry.

Performance was designated as the dependent variable while strategic posture and organization structure were considered the independent variables. Correlation and regression analysis were adopted to test relationships.

Results suggest that entrepreneurial strategic posture is positively associated with performance. Contrary to expectations, organic structures were negatively associated with performance. The study findings are in support of previous researchers who have suggested that western theories are not easily generalized to a non‐western context.

The cross‐sectional approach adopted in this research does not capture the effects of strategy‐structure alignment over time. The external validity of the results is also limited due to the geographically focused nature of the study sample.

This study offers useful insights for hoteliers based on empirical evidence.

The purpose of the study is to explore and compare customer perceptions of service encounter behavior in the USA and the Republic of Korea and to identify the relationship of the underlying behavioral dimensions to customer satisfaction.

A questionnaire was designed to collect data in the USA and Korea. Exploratory factor analysis was employed to extract the most distinct set of behavioral dimensions underlying each culture. Predictive validity was examined using correlations and regression analysis.

Key differences were found between US and Korean restaurant customers' perceptions of wait‐staff behavior and their impact on performance. While personalization was a significant predictor of satisfaction in the US sample, concern was a significant predictor for the Koreans. Courtesy and civility were important to both samples.

Customer satisfaction is strongly influenced by employee behavior. To ensure success in international markets, service providers should recognize and understand the differences that potentially exist based on nationality and culture. Resources allocation decisions pertaining to training and service provision should be designed to effectively respond to local customer needs.

Previous research seeking to explain customer satisfaction has for the most part overlooked the interaction between the customer and the service provider. This research extends previous work by examining cross‐cultural differences and intends to provide a better understanding of restaurant customers in the USA and Korea, as well as to enable restaurant operators and managers to better service their clientele in the global marketplace.

Information technology (IT) applications in the hotel industry have largely been devoted to the handling of the routine operational problems that crop up while running a hotel. Previously, the hotel industry has been criticised as reluctant to make full use of IT. This paper reports and analyses the findings of a recent survey on IT applications in Hong Kong hotels.

Through personal interviews with 21 managers of hotel electronic data processing/management information systems (EDP/MIS) in 2003, different technical and behavioural aspects of IT were examined.

Compared with a similar study performed in 1997, the empirical findings in 2003 showed that IT was used not merely to replace the existing paper system but also to improve customer services and to enhance operational effectiveness. Unfortunately, the empirical findings also indicated that hotel decision makers did not seem to realise the importance of IT for the purpose of developing business strategies and, therefore, IT was generally not used in hotels for high‐level business decision‐making.

A limitation of this study was the fairly low participation rate of hotel managers.

The study does offer useful insights for hoteliers to realistically analyse the potential benefits of IT applications to their business.

This paper will contribute to help raise the awareness of IT involvement at all levels of hotel business processes, and facilitate hoteliers to proactively incorporate IT into their efforts to remain competitive in the industry.

Stress can be viewed as a positive or negative experience in the lives and performance of today's college students. This study examined exposure to stressors among student‐employees (i.e. those enrolled in hospitality programs while concurrently employed in the hospitality industry). Results could not only help employers, but also hospitality program administrators and faculty more aptly meet the needs of this group by providing services that would help manage student stress and thus enhance well‐being and increase retention. Based on responses obtained from a sample of students in the great lakes region of the USA, the results suggest no significant differences in stress ratings based on hours worked per week, GPA or the number of jobs held. However, females, freshmen and full‐time (versus part‐time) students reported a greater degree of exposure to stressors.

This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium.

Longitudinal analyses using 14,229 journal articles as data source were realized by adopting BibExcel, Gephi and VOSviewer network analysis software packages.

This study provides a comprehensive overview of the hospitality and tourism research based on authorship and social network analysis, with patterns of prolific authors compared over four distinct periods.

The hospitality and tourism academic society is clearly illustrated by tracing academic publication activities across 20 years in the new millennium. In addition, this study provides a guide for scholars to search for multidisciplinary collaboration opportunities. Government agencies and non-governmental organisations can also benefit from this study by identifying appropriate review panel members when making decisions about hospitality- and tourism-related proposals.

To the best of authors’ knowledge, this study is the first to use bibliometric analysis in assessing research published in leading hospitality and tourism journals across the four breakout periods in the new millennium.