It is increasingly being recognised that cross‐unit working relationships have a key role to play in the successful implementation of marketing decisions. Although there is a substantial body of literature on marketing's interactions with other functions, particularly technical units such as...

Purpose – This paper is based on the empirical study of human resources and service work and its purpose is to reveal that the international hotel industry is becoming more standardized. The argument presented here is that progressive standardization within customized service production is...