The US National Park Service (NPS) is responsible for the management of some of the most recognisable and notable natural and cultural resources in the USA. To make the case for additional maintenance funding, NPS is instituting life‐cycle cost management practices. Over the 50‐year life...

Purpose The purpose of this study is to examine the need for training and re-certification of crew for the pandemic-related new normal and for a more sustainable cruise tourism industry. Design/methodology/approach A qualitative method was adopted for this study using a case study research...

Purpose – This paper aims to illustrate the resource dependency theory by making ties between the different resources needed by a firm and the members of the board through their allegiances to different organizations. Many researchers have explained the formation of the board through a...

Purpose – The purpose of this paper is to gain a better understanding of internal benchmarking through the evaluation of quality management in two quality departments (Quality Assurance (QA) and Quality Control (QC)) in a pharmaceutical company by utilizing total quality index (TQI)....

Discusses four national trends affecting volunteerism: service learning, family volunteering, influence of corporations, and welfare reform. Discusses the impact of these trends on volunteer programs within libraries. Offers examples of how library staff can utilize the skills of volunteers who...

Purpose – Describes how enhancing the specialist medical knowledge of 150 underwriters and claims assessors at Legal & General Assurance Society has helped the company to save thousands of pounds in costs for referring claims to chief medical officers. Design/methodology/approach – Explains...

Achieving improvements in customer service is now recognized as a major challenge facing manufacturing and service industries throughout the world. This challenge is particularly pertinent to the tourism and hospitality sector. Notions of quality in the tourism and hospitality sector have...

Features a case study of a major bank which aimed to achieve corporate transformation and a dramatic improvement in service quality. The links between service quality, customer satisfaction and corporate profitability in UK banking are outlined in order to set in context the many quality...

Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements...

The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human...