Purpose The purpose of this paper is to develop a model of antecedents and consequences of service excellence (SE) in the retail industry. Design/methodology/approach Based on an extensive literature review, this paper has come up with the definition of potential antecedents and their consequences for SE in the retail service. Findings While the seven factors, service leadership, service culture, quality management and business excellence, service innovation, customer engagement, service brand image and service encounters have been proposed as antecedents of SE in retail service, employee loyalty, employee pride, customer delight, customer commitment and brand love, have been identified as consequences. Research limitations/implications A major limitation of the study is that the developed model is not empirically validated. Practical implications The current research asserts that leadership in service firms has to build a professional service culture system in order to achieve business/competition advantages of SE. Social implications This paper has emphasised that businesses cannot only act with the perspective of gaining short-term profit on every customer transaction. Customers have to be valued and firms have to focus on building long-term relationships with their customers. Originality/value This study has extended the research on SE by developing a new model with possible antecedents and outcomes in the retail context.

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This paper analyzes the tourism management regarding sustainability of eight Russian regions and discusses the possibility of implementing the principles of sustainable tourism development in a particular region using the performance criteria of the Global Sustainable Tourism Council (GSTC). The goals of this paper are to focus on sustainable tourism development as a function of destination management and discuss the problems of the integrated efforts of Destination Management Organizations (DMOs) in the field of tourism and destination sustainability.

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The paper examines how country image affects the intention to visit a destination by means of a quantitative study conducted in Russia. It specifically explores the mediating influence of psychological destination image, functional destination image, and attitude towards the destination between country image and visiting intention. Data for the research were collected from a survey involving 919 respondents in Russia who had gone on a vacation, at least, once in the past 12 months. A series of mediation models indicated that through psychological destination image, functional destination image, and attitude towards the destination, country image mediates the intention to visit. The results imply that the holistic brand image of a destination has a strong influence on international tourists’ intention to visit. Therefore, marketers should integrate country image in destination marketing messages.