Hospitality operations: Patterns in management, service improvement and business performance

International Journal of Contemporary Hospitality Management

Volumn 8, Issue 7, 1996, Pages 63-74

  Teare, Richard ^a  

^a UNIVERSITY OF SURREY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0041015282     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596119610152069     Document Type: Article

References (49)

1. Caruana, A., Pitt, L. F. and Morris M. H., “Are there excellent service firms, and do they perform well?”, The Service Industries Journal, Vol. 15 No. 3, 1995, pp. 243-56.
2. Peacock, M., “A job well done: hospitality managers and success”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 48-51.
3. Brander Brown, J. and McDonnell, B., “The balanced score-card: short-term guest or long-term resident?”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 7-11.
4. Yasin, M. M. and Zimmerer, T. W.“The role of benchmarking in achieving continuous service quality”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 4, 1995, pp. 27-32.
5. Donaghy, K., McMahon, U. and McDowell, D., “Yield management: an overview”, International Journal of Hospitality Management, Vol. 14 No. 2, 1995, pp. 139-50.
6. Crichton, E. and Edgar, D.“Managing complexity for competitive advantage: an IT perspective”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 12-18.
7. Hart, C. W. L., “Mass customization: conceptual underpinnings, opportunities and limits”, International Journal of Service Industry Management, Vol. 6 No. 2, 1995, pp. 36-45.
8. Taylor, S. and Lyon. P., “Paradigm lost: the rise and fall of McDonaldization”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 64-68.
9. Stauss, B., “Internal services: classification and quality management”, International Journal of Service Industry Management, Vol. 6 No. 2, 1995, pp. 62-78.
10. Lee, Y. L. and Hing, N., “Measuring quality in restaurant operations: an application of the SERVQUAL instrument”, International Journal of Hospitality Management, Vol. 14 No. 3/4, 1995, pp. 293-310.
11. Congram, C. and Epelman, M., “How to describe your service: an invitation to the structured analysis and design technique”, International Journal of Service Industry Management, Vol. 6 No. 2, 1995, pp. 6-23.
12. Papadopoulou, A., Ineson, E. M. and Wilkie, D. T., “Convergence between sources of service job analysis data”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 42-47.
13. Lucas, R., “Some age-related issues in hotel and catering employment”, The Service Industries Journal, Vol. 15 No. 2, 1995, pp. 234-50.
14. Lashley, C., “Towards an understanding of employee empowerment in hospitality services”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 1, 1995, pp. 27-32.
15. Clements, C. J. and Josiam, B. M., “Training: quantifying the financial benefits”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 1, 1995, pp. 10-15.
16. Gore, J., “Hotel managers’ decision making: can psychology help?”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 19-23.
17. Nebel, E. C., Lee, J-S. and Vidakovic, B., “Hotel general manager career paths in the United States”, International Journal of Hospitality Management, Vol. 14 No. 3/4, 1995, pp. 245-60.
18. Hsu, J-F. and Gregory, S. R., “Developing future managers in Taiwan: from an industry viewpoint”, International Journal of Hospitality Management, Vol. 14 No. 3/4, 1995, pp. 261-9.
19. Johns, N. and Teare, R., “Change, opportunity and the new operations management curriculum”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 5, 1995, pp. 4-8.
20. Jones, P. and Lockwood, A., “Hospitality operating systems”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 5, 1995, pp. 17-20.
21. Kirk, D., “Hard and soft systems: a common paradigm for operations management?”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 5, 1995, pp. 13-16.
22. Edwards, J. S. A. and Ingram, H., “Food, beverage and accommodation: an integrated operations approach”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 5, 1995, pp. 25-8.
23. Harris, P., “A development strategy for the hospitality operations management curriculum”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 5, 1995, pp. 29-32.
24. Ford, R. C. and LeBruto, S. M., “How much practical hotel management education is necessary?”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 5, 1995, pp. i-iv.
25. Yu, L. and Huat, G. S., “Perceptions of management difficulty factors by expatriate hotel professionals in China”, International Journal of Hospitality Management, Vol. 14 No. 3/4, 1995, pp. 375-88.
26. Nield, K. and Peacock, G., “Competition in the U. K. beer market: further intervention in the U. K. beer market may produce a brand oriented market at the expense of competition and consumer choice”, International Journal of Hospitality Management, Vol. 14 No. 2, 1995, pp. 103-6.
27. Atkinson, S. M. and LeBruto S. M., “Initial public offerings in the gaming industry: an empirical study”, International Journal of Hospitality Management, Vol. 14 No. 3/4, 1995, pp. 288-92.
28. Becker, C. and Olsen, M. D., “Exploring the relationship between heterogeneity and generic management trends in hospitality organizations”, International Journal of Hospitality Management, Vol. 14 No. 1, 1995, pp. 39-52.
29. Collier, P. and Gregory, A., “Strategic management accounting: a UK hotel sector case study”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 1, 1995, pp. 16-21.
30. Burgess, C., Hampton, A., Price, L. and Roper, A., “International hotel groups: what makes them successful?”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 74-80.
31. Ogden, S., “Strategy, structure and employee relations: lessons from compulsory competitive tendering”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 36-41.
32. Royle, T., “Corporate versus societal culture: a comparative study of McDonald's in Europe”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, 1995, pp. 52-56.
33. Moutinho, L., McDonagh, P., Peris, S. M. and Bigne, E., “The future development of the hotel sector: an international comparison”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 4, 1995, pp. 10-15.
34. Ayala, H., “Ecoresort: a ‘green’ masterplan for the international resort industry”, International Journal of Hospitality Management, Vol. 14 No. 3/4, 1995, pp. 351-74.
35. Khan, H., Seng, C. F. and Cheong, W. K., “The social impact of tourism in Singapore”, Service Industries Journal, Vol. 9 No. 3, 1989, pp. 357-83.
36. Olokesusi, F., “An assessment of hotels in Abeokuta, Nigeria and its implications for tourists”, International Journal of Hospitality Management, Vol. 9 No. 2, 1990, pp. 125-34.
37. Gibbons, J. D. and Fish, M., “Indonesia's international tourism: a shifting industry in Bali”, International Journal of Hospitality Management, Vol. 8 No. 1, 1989, pp. 63-70.
38. Fish, M. and Gibbons, J. D., “Mexico's devaluations and changes in net foreign exchange receipts from tourism”, International Journal of Hospitality Management, Vol. 10 No. 1, 1991, pp. 73-80.
39. Robinson, G.“Tourism and tourism policy in the European Community: an overview”, International Journal of Hospitality Management, Vol. 12 No. 1, 1993, pp. 12-20.
40. Kim, C. Y. and Olsen, M. D., “A framework for the identification of political environmental issues faced by multinational hospitality chains in newly industrialized countries in Asia”, International Journal of Hospitality Management, Vol. 12 No. 2, 1993, pp. 163-74.
41. Uysal, M., McDonald, C. D. and Marton, B. S., “Australian visitors to US national parks and natural areas”, International Journal of Contemporary Hospitality Management, Vol. 6 No. 3, 1994, pp. 18-24.
42. Edvardsson, B., “Service breakdowns: a study of critical incidents in an airline”, International Journal of Service Industry Management, Vol. 3 No. 4, 1992, pp. 17-29.
43. Armistead, C. G., “Service operations strategy: a framework for matching the service operations task and the service delivery system”, International Journal of Service Industry Management, Vol. 1 No. 2, 1990, pp. 6-16.
44. Harris, P. J., “An approach to financial planning using computer spreadsheets”, International Journal of Hospitality Management, Vol. 10 No. 1, 1991, pp. 127-36.
45. Lockwood, A. and Guerrier, Y., “Flexible working in the hospitality industry: current strategies and future potential”, International Journal of Contemporary Hospitality Management, Vol. 1 No. 1, 1989, pp. 11-16.
46. Luckock, S.“Flexible working practices for women returners”, International Journal of Contemporary Hospitality Management, Vol. 3 No. 3, 1991, pp. 4-9.
47. Silvestro, R., Johnston, R., Fitzgerald, L. and Voss, C., “Quality measurement in service industries”, International Journal of Service Industry Management, Vol. 1 No. 2, 1989, pp. 54-66.
48. Brownell, J., “Hospitality managers’ communication practices”, International Journal of Hospitality Management, Vol. 9 No. 3, 1990, pp. 191-205.
49. Ineson, E. M. and Brown, S. H. P., “The use of biodata for hotel employee selection”, International Journal of Contemporary Hospitality Management, Vol. 4 No. 2, 1992, pp. 8-12.