By almost every measure manufacturing quality has improved tremendously in the past decade; unfortunately, the same is not true for service. Yet, manufacturing processes represent less than 5 per cent of all business processes. Clearly, the opportunity area for the twenty‐first century is in the...

Discusses the problem of poor customer service. Asserts that the introduction of new technology into the system does not necessarily improve the process. The more common situation finds that the new technology is being misused in ways that mimic the failures of no‐tech services: toll‐free...

Describes how certain segments of business are increasingly “turning into a service economy” but “customer service” is not treated as a priority. Cites several experiences of poor customer service, ranging from airlines to restaurants. Concludes that in customer service the marketing...

Examines aspects of change as reflected by articles published in the Hospitality Research Journal during the seven‐year period from 1989‐1995. Discusses how change (demographic, technological, societal, legal, cultural or ethical) is likely to influence the industry in relation to six...

Provides an overview of developments in hospitality operations management as reflected by articles published in: International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management, International Journal of Service Industry Management and Service...

Content‐analyses the academic entries in the WHATT‐CD International Hospitality and Tourism Research Register using four broad categories ‐ general management issues hospitality, tourism, and current or “hot” research issues. Identifies clusters of research interest within these...

Purpose By examining my personal development and career trajectory, I hope to share some insights into life as an academic. My particular path has contained, as most paths do, twists and turns. As I look back, they all seem somehow related to each other, but they were not all planned....

Christopher Garnett, chief executive of the UK’s Great North Eastern Railway (GNER), takes a hands‐on approach to customer service. He could sit back and enjoy red‐carpet treatment aboard his own trains, but he is more likely to be found handing out newspapers to passengers and delivering...

Increasing delegation to clinical departments has been a feature of health‐care organizations in recent years. However, as managers of these departments take greater responsibility for results and resources, it follows that they need relevant and objective information to carry out their work...

Hotel guests are used to awarding marks out of ten for the service they receive but, at the USA’s first restaurant and hotel to receive double‐five‐star (Mobil) and double‐five‐diamond (AAA) ratings, the staff award marks out of ten on their guests. Every night, waiters at The Inn at...