Hotel management is characterised by a fast pace, diversity of tasks and people, with a specific focus on service quality delivery. (Eddystone & Nebel 1991). Major contributors in the effort to provide quality service to hotel customers are the managers and supervisors of hotels. These middle...

Since the early 1980s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service...

As a learning theory, the continuous improvement (CI) discourse has benefited countless manufacturing enterprises to improve and adapt their methods of production. As one of the pillars of total quality management, it has generally included a range of dynamic concepts from high involvement...

Service industries hold an increasingly dynamic and pivotal role in today's knowledge-based economies. The logistics industry is a classic example of the birth and development of a vital new service-based industry, transformed from the business concept of transportation to that of serving the...

Service industries hold an increasingly dynamic and pivotal role in today?s knowledge-based economies. The logistics industry is a classic example of the birth and development of a vital new service-based industry, transformed from the business concept of transportation to that of serving the...

This conceptual paper reviews the existing literature on business Clusters and Networks, proposes a series of research questions concerning drivers and barriers to the establishment and implementation of effective clusters. Relevant literature on this topic involves a wide range of academic...

Introduction: Articles in this Special Issue were first presented at the World Innovation and Strategy Conference (WISC98) in Sydney, Australia in late 1998. Outstanding contributions that included a strong emphasis on technological issues or the management of technology were selected from over...

This paper discusses results from an international study of continuous improvement in product innovation. The empirical research is based upon a theoretical model of continuous product innovation (CPI) that identifies contingencies, behaviours, levers and performances relevant to improving...

This paper discusses results from a study of Continuous Innovation within the logistics industry in Australia and Singapore. Using previous logistics and service industry innovation studies, an adapted version of the CIMA model for Continuous Innovation has been developed and refined through...

In pursuing sustainable competitive advantage, firms undertake a range of strategic initiatives such as innovation, customer relationship management, entering new markets overseas, and competitive actions within current marketplaces. Studies that examine these initiatives generally study the...