In March 2006 the Full Bench of the Industrial Relations Commission of New South Wales utilised that state?s equal remuneration principle to address the gender undervaluation of childcare work. In doing so the Full Bench explicitly rejected employer arguments that increased rates of pay for...

Purpose ? The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia. Design/methodology/approach ? The empirical dataset for this qualitative study was collected through 22...

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...