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Developing relational capabilities in hotels

Rodríguez‐Díaz, Manuel; Espino‐Rodríguez, Tomás F. - In: International Journal of Contemporary Hospitality Management 18 (2006) 1, pp. 25-40

on the level of competence of the service companies and on the strategic contribution of the activities, with four cases …

Persistent link: https://www.econbiz.de/10014762745

How do supplier relationships contribute to success in conference and events management?

Ogden, Susan M.; McCorriston, Eileen - In: International Journal of Contemporary Hospitality Management 19 (2007) 4, pp. 319-327

, responsiveness and flexibility in service delivery. Additionally, the familiarity of regular suppliers with the venue and its … procedures, can lead to seamless service delivery to the customer and free‐up venue managers time. Research limitations …‐financial considerations into account when awarding or renewing supply contracts. Originality/value – This paper applies lessons emerging from …

Persistent link: https://www.econbiz.de/10014762830

An examination of the transactional relationship between online travel agencies, travel meta sites, and suppliers

Christodoulidou, Natasa; Connolly, Daniel J.; Brewer, Pearl - In: International Journal of Contemporary Hospitality Management 22 (2010) 7, pp. 1048-1062

Purpose – The purpose of this paper was to explore the ways travel intermediaries (online travel agencies (OTAs) and travel meta sites) used throughout the distribution value chain engaged in relationships with travel suppliers. Design/methodology/approach – The multiple‐case study...

Persistent link: https://www.econbiz.de/10014763040

What experts say about managing hospitality service delivery systems

Bowen, John; Ford, Robert C. - In: International Journal of Contemporary Hospitality Management 16 (2004) 7, pp. 394-401

An extensive review of literature was conducted to see if there was evidence indicating there are differences in the management of hospitality organizations and manufacturing organizations. The literature was divided into three areas: organizing, staffing, and commanding. The results of the...

Persistent link: https://www.econbiz.de/10014762683

Use of qualitative research in foodservice organizations

Arendt, Susan W.; Roberts, Kevin R.; Strohbehn, Catherine; … - In: International Journal of Contemporary Hospitality Management 24 (2012) 6, pp. 820-837

Purpose – The purpose of this paper is to present the challenges encountered when conducting qualitative research in foodservice operations and to discuss the strategies to overcome the identified challenges. Design/methodology/approach – The researchers conducted food safety observations,...

Persistent link: https://www.econbiz.de/10014763143

Guest History: Is It Being Utilized?

Sparks, Beverley - In: International Journal of Contemporary Hospitality Management 5 (1993) 1

Guest history is a valuable service and marketing tool. In particular, it is likely to become a strategic device for … internal service orientation emphasizing the organization‐wide usage of guest history to service the customer better; and …

Persistent link: https://www.econbiz.de/10014763250

Developing new products and services in flight catering

Jones, Peter - In: International Journal of Contemporary Hospitality Management 7 (1995) 2/3, pp. 24-28

Reviews alternative approaches to new product development and new service development. Compares them in the context of … development based largely on new service development, whereas caterers and suppliers tend to adopt a new product development … approach. Confirms previous studies of innovation in service operations, that most innovations are modifications to existing …

Persistent link: https://www.econbiz.de/10014763316

Food, beverage and accommodation: an integrated operations approach

Edwards, John S.A.; Ingram, Hadyn - In: International Journal of Contemporary Hospitality Management 7 (1995) 5, pp. 25-28

Organizations, particularly in the hospitality industry, are infinitely variable and because of this, there is not only a tendency to view the industry as a number of discrete units but also to consider catering as a separate function to hotel keeping. However, this stance is considered to be...

Persistent link: https://www.econbiz.de/10014763330

Hospitality operating systems

Jones, Peter; Lockwood, Andrew - In: International Journal of Contemporary Hospitality Management 7 (1995) 5, pp. 17-20

Reconciles the traditional view of hospitality operations based on process analysis, with the more recent output‐based model, by identifying four levels of hospitality operations management. Process analysis is appropriate for understanding operating systems; and output analysis for...

Persistent link: https://www.econbiz.de/10014763332

Matching the management of human resources to service operations

Lashley, Conrad - In: International Journal of Contemporary Hospitality Management 10 (1998) 1, pp. 24-33

operators in fast‐food restaurants. Outlines the nature of service provision and some key determinants of the service offer …. These help to categorize the types of service offered to customers. Operational categories are also outlined and by using … the amount of employee involvement and participation in shaping the service encounter and therefore the kind of …

Persistent link: https://www.econbiz.de/10014763433