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Identifies themes in the hospitality and tourism literature arising from articles published in Asia Pacific‐based journals from 1989 to 1996 inclusive. The journals are the Australian Journal of Hospitality Management , the Journal of Tourism Studies , Tourism Recreation Research and the Asia...
Persistent link: https://www.econbiz.de/10014763419
Reviews articles published during 1996 in the Hospitality Research Journal , Cornell Hotel and Restaurant Administration Quarterly and Florida International University Review . Identifies recent contributions to the literature in these North American‐based journals with reference to: people...
Persistent link: https://www.econbiz.de/10014763429
The purpose of this article is to draw the reader’s attention to service productivity and its connection to service quality and eventually to profits. In service operations the customer plays an active role in influencing productivity and quality. Furthermore, contemporary companies are...
Persistent link: https://www.econbiz.de/10014763431
The service quality literature has evolved around two schools of thought: the North American and the Nordic European. Although the North American School of thought has received much attention from the practitioners with a five factorial model, it has also generated a great deal of criticism. The...
Persistent link: https://www.econbiz.de/10014763437
As hospitality customers become more seasoned, well‐travelled and quality conscious, a hotel’s organizational structure must facilitate the implementation of strategies designed to provide higher levels of service quality. This article discusses the weaknesses of the current organizational...
Persistent link: https://www.econbiz.de/10014763445
Reports on a study that applied the well‐ established SERVQUAL methodological instrument to an investigation of those hotels in Crete that have adopted the ISO 9000 quality standard. Three service gaps are explored through a questionnaire survey of guests and managers in ten Cretan hotels. The...
Persistent link: https://www.econbiz.de/10014763471
This paper describes the use of Q‐sort technique in the scale development process. An exploratory study is presented to show the application of this methodology. The study takes its dimensions from established models of service quality. The result proposes that Q‐sort technique is a useful...
Persistent link: https://www.econbiz.de/10014763506
Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and...
Persistent link: https://www.econbiz.de/10014763510
The nature of HRM and the extent to which it is adopted by industry is reviewed. HRM in the hotel and catering industry is compared with other sectors of industry, including small to medium size organizations. The literature concerning HRM and performance is briefly reviewed and its relevance to...
Persistent link: https://www.econbiz.de/10014763511
This paper demonstrates the value of a systems approach in considering performance management at an operational level in the hospitality sector. Systems concepts and techniques are applied in a hospitality situation, a hotel, to describe and analyse influences between subsystems. An operations...
Persistent link: https://www.econbiz.de/10014763514