Purpose The purpose of this commissioned paper is to offer some personal reflections on sustainability within the hospitality industry. Design/methodology/approach The paper opens by identifying sustainability as a teasing paradox for the hospitality industry and a short discussion of the...

1. Operations management : theoretical underpinnings / Peter Jones -- 2. Hospitality systems / Stephen Ball -- 3. The servicescape / Karthik Namasivayam and Ingrid Y. Lin -- 4. Hospitality customers : their roles in service blueprints / Bonnie Farber Canziani -- 5. Waiting lines and self-service...

Investigates customer attitudes to waiting times in the hotel and restaurant industry, based broadly on Maister′s “psychology of waiting lines”. Results of a survey of 100 customers suggest that customer behaviour is affected by the length of time they have to wait. Also investigates the...