Purpose – The aim of this paper is to report the findings from a survey of UK conference and event managers, which highlights the benefits that can accrue from supplier management within this sector. Design/methodology/approach – A survey of venue managers covering a cross‐section of venue...

First of three review articles seeking to organize and summarize work on the definition and specification of quality in the hospitality industry – this one covers early work on quality definition and specification.

Examines the development of the hotel grading scheme for the island of Jersey. A brief history of Jersey hotel grading leads to the need for a new scheme and why an independent route was taken rather than joining the mainland Tourist Board′s Crown scheme. An outline of the development and form...

Purpose This paper aims to focus on supply chain quality (SCQ) in the hospitality industry in China, and to stress the importance of the synergy of quality management (QM) and supply chain management (SCM). The authors have investigated the relationship among QM practices, SCM practices, SCQ and...

Purpose The aim of this study is to examine the relationship between practices of quality management (QM) and the characteristics of organizational design, and QM and competitive advantage. Design/methodology/approach The study uses a partial least squares approach to test these relationships in...

Purpose Online reviews have been gaining relevance in hospitality and tourism management and represent an important research avenue for academia. This study aims to illustrate the discrimination between positive and negative reviews based on single word items and the sector-specific relevance of...

This empirical study is a first attempt to find the differences between ISO and non‐ISO organizations in India. Four areas of study include technology management, causes of poor quality, participation in the quality improvement programs and quality control techniques used. The results of this...

This paper discusses the results of Australian case studies illustrating the key issues that need to be addressed for accounting information quality management. In previous studies from the existing literature, the factors that may impact on information quality have been summarized. In this...

Purpose – The goal of this research is to provide a model of how service firms respond to their environment by developing both different quality management (QM) practices and organizational learning. Design/methodology/approach – We review the different contributions to the study of the...

Purpose – To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the...