Tourism SMES, service quality and destination competitiveness

Tourism SMES, Service Quality and Destination Competitiveness

Volumn , Issue , 2005, Pages 1-24

  Jones, Eleri ^a   Haven Tang, Claire ^a  

^a CARDIFF METROPOLITAN UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 79955471324     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (82)

1. Anholt, S. (2004) Nation-brands and the value of provenance. In: Morgan, N., Pritchard, A. and Pride, R. (eds) Destination Branding: Creating the Unique Destination Proposition, 2nd edn. Elsevier Butterworth-Heinemann, Oxford, UK, pp. 26-39.
2. Augustyn, M. (1998) The road to quality enhancement in tourism. International Journal of Contemporary Hospitality Management 10(4), 145-158.
3. Baum, T. (1995) Managing Human Resources in the European Tourism and Hospitality Industry: a Strategic Approach. Chapman & Hall, London, 281 pp.
4. Baum, T. (1997) Managing people at the periphery: implications for the tourism and hospitality industry. In: Hemmington, N. (ed.) Proceedings of 6th Annual CHME Hospitality Research Conference. Oxford Brookes University, Oxford, UK, pp. 86-97.
5. Beaver, G., Lashley, C. and Stewart, J. (1998) Management development. In: Thomas, R. (ed.) The Management of Small Tourism and Hospitality Firms. Cassell, London, pp. 156-173.
6. Bernhardt, K.L., Donthu, N. and Kennett, P.A. (2000) A longitudinal analysis of satisfaction and profitability. Journal of Business Research 47(2), 161-171.
7. Bevan, S., Dench, S., Tamkin, P. and Cummings, J. (1999) Family-friendly Employment: the Business Case. DfEE Research Report 136, DfEE, London.
8. Birley, S. (1985) The role of networks in the entrepreneurial process. Journal of Business Venturing 1, 107-117.
9. Biswas, R. and Cassell, C. (1996) Strategic HRM and the gendered division of labour in the hotel industry: a case study. Personnel Review 25(2), 19-34.
10. Bowen, J. (1990) Development of a taxonomy of services to gain strategic marketing insights. Journal of the Academy of Marketing Science 18(1), 43-49.
11. Buhalis, D. and Main, H. (1998) Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors. International Journal of Contemporary Hospitality Management 10(5), 198-202.
12. Choy, D. (1995) The quality of tourism employment. Tourism Management 16(2), 129-137.
13. Church, I. and Lincoln, G. (1998) Quality management. In: Thomas, R. (ed.) The Management of Small Tourism and Hospitality Firms. Cassell, London, pp. 138-155.
14. Davidson, M.C.G. (2003) Does organizational climate add to service quality in hotels? International Journal of Contemporary Hospitality Management 15(4), 206-213.
15. Deakin, M.K. (2004) Foundations of Small Hospitality business success: review of critical success factors adopted by successful British hospitality self-made entrepreneurs. In: Jones, E. and Haven, C. (eds) Proceedings of the First Combined CHME Hospitality Research and CHME Learning and Teaching Conference. UWIC Press, Cardiff, pp. 27-32.
16. Deery, M.A. and Iverson, R.D. (1996) Enhancing productivity: intervention strategies for employee turnover. In: Johns, N. (ed.) Productivity Management in Hospitality and Tourism. Cassell, London, pp. 68-95.
17. Deery, M.A. and Shaw, R.N. (1997) Turnover culture in the hotel industry: an investigation of the concept. In: Hemmington, N. (ed.) Proceedings of 6th Annual CHME Hospitality Research Conference. Oxford Brookes University, Oxford, UK, pp. 98-118.
18. Department of National Heritage (1996) Tourism: Competing with the Best - People Working in Tourism and Hospitality. Department of National Heritage, London.
19. Dewhurst, J. and Burns, P. (1993) Small Business Management, 3rd edn. Macmillan, Basingstoke, UK, 418 pp.
20. Dodd, S. (1997) Social network membership and activity rates: some comparative data. International Small Business Journal 15(4), 80-87.
21. Douglas, L. and Connor, R. (2003) Attitudes to service quality - the expectation gap. Nutrition and Food Science 33(4), 165-172.
22. Evans, N., Campbell, D. and Stonehouse, G. (2003) Strategic Management for Travel and Tourism. Butterworth-Heinemann, Oxford, UK, 412 pp.
23. Finegan, J.E. (2000) The impact of person and organizational values on organization commitment. Journal of Occupational and Organizational Psychology 73(2), 149-169.
24. Fletcher, M. (1999) The effects of internal communication, leadership and team performance on successful service quality implementation: a South African perspective. Team Performance Management 5(5), 150-163.
25. Grönroos, C. (1978) A service oriented approach to marketing of services. European Journal of Marketing 12(8), 588-601.
26. Gunn, C.A. (1993). Tourism Planning Basics, Concepts, Cases. Taylor and Francis, London, 300 pp.
27. Hartman, D. and Lindgren, J. (1993) Consumer evaluations of goods and services - Implications for services marketing. Journal of Services Marketing 7(2), 4-15.
28. Haven, C. (2000) They know all about tourism and hospitality... don't they? Hospitality Review 2(3), 32-39.
29. Haven, C. (2002) Attitudes in Wales towards careers in tourism and hospitality. PhD thesis, University of Wales Institute, Cardiff, UK.
30. Haven, C. and Jones, E. (2004) An Assessment of the Labour Market and Skills Needs of the Tourism and Related Sectors in Wales. Tourism Training Forum for Wales, Cardiff, UK.
31. Hayter, R. (2001) The 'hospitality' branding: a question of impact on the industry's image. Hospitality Review 3(1), 21-25.
32. Heung, V.C.S. (2000) Satisfaction levels of mainland Chinese travellers with Hong Kong hotel journal services. International of Contemporary Hospitality Management 12(5), 308-315.
33. Hickman, J. and Mayer, K.J. (2003) Service quality and human resource practices: a theme park case study. International Journal of Contemporary Hospitality Management 15(2), 116-119.
34. Hoque, K. (1999) New approaches to HRM in the UK hotel industry. Human Resource Management Journal 9(2), 64-76.
35. Hotel and Catering Industry Training Board (1981) The Image of the Hotel and Catering Industry. HCITB, Wembley, UK.
36. Hotel and Catering Training Company (1993) Tomorrow's Workforce: School Pupils' Views of a Career in Hospitality. Hotel and Catering Training Company, London.
37. Hotel and Catering Training Company (1994) Employment in the Catering and Hospitality Industry - Employee Attitudes and Career Expectations. Hotel and Catering Training Company, London.
38. HtF (2001) Labour Market Review 2001 for the Hospitality Industry. Hospitality Training Foundation, London.
39. Jago, L.K. and Deery, M. (2004) An investigation of the impact of internal labour markets in the hotel industry. Service Industries Journal 24(2), 118-129.
40. Johnson, K. (1981) Towards an understanding of labour turnover. Service Industries Review 1, 4-17.
41. Jones, E., Botterill, D., Lynch, P. and Thomas, R. (2004) United Kingdom. In: Morrison, A. and Thomas, R. (eds) SMEs in Tourism: an International Review. ATLAS, Arnhem, pp. 73-80.
42. Kandampully, J. (2000) The impact of demand fluctuation on the quality of service: a tourism industry example. Managing Service Quality 10(1), 10-18.
43. Keep, E. and Mayhew, K. (1999) The Leisure Sector. Skills Task Force Research Group - Paper 8. ESRC Centre on Skills, Knowledge and Organizational Performance, Oxford and Warwick Universities, Warwick, UK.
44. Kotler, P. and Gertner, D. (2004) Country as brand, product and beyond: a place marketing and brand management perspective. In: Morgan, N., Pritchard, A. and Pride, R. (eds) Destination Branding: Creating the Unique Destination Proposition, 2nd edn. Elsevier Butterworth-Heinemann, Oxford, UK, pp. 40-56.
45. Kozak, M. (2004) Destination Benchmarking: Concepts, Practices and Operations. CAB International, Wallingford, UK, 216 pp.
46. Kozak, M. and Rimmington, M. (1998) Benchmarking: destination attractiveness and small hospitality business performance. International Journal of Contemporary Hospitality Management 10(5), 184-188.
47. Lashley, C. (1995) Towards an understanding of employee empowerment in hospitality services. International Journal of Contemporary Hospitality Management 7(1), 27-32.
48. Lashley, C. and Chaplain, A. (1999) Labour turnover: hidden problem - hidden cost. Hospitality Review 1(1), 49-54.
49. Lynch, P.A. (2000) Networking in the homestay sector. Service Industries Journal 20(3), 95-116.
50. Mattsson, J. (1994) Improving service quality in person to person encounters: integrating findings from a multidisciplinary review. Service Industries Journal 14(1), 45-61.
51. Mayer, K.J. (2002) Human resource practices and service quality in theme parks. International Journal of Contemporary Hospitality Management 14(4), 169-175.
52. Morgan, N., Pritchard, A. and Pride, R. (2004) Destination Branding: Creating the Unique Destination Proposition 2nd edn. Elsevier Butterworth-Heinemann, Oxford, UK, 314 pp.
53. Morrison, A. (2002) Small hospitality business: enduring or endangered? Journal of Hospitality and Tourism Management 9(1), 1-11.
54. O'Connor, P. (1999) Electronic Information Distribution in Tourism and Hospitality. CAB International, Wallingford, UK, 173 pp.
55. Onkvisit, S. and Shaw, J. (1991) Is services marketing really different? Journal of Professional Services Marketing 7(2), 3-17.
56. Peacock, M. (1993) A question of size. International Journal of Contemporary Hospitality Management 5(4), 29-32.
57. People 1st (2003) Market Assessment for Hospitality, Leisure, Travel and Tourism. Hospitality Training Foundation, London.
58. Pizam, A. and Ellis, T. (1999) Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management 11(7), 326-339.
59. Poon, A. (1993) Tourism, Technology and Competitive Strategies. CAB International, Wallingford, UK, 370 pp.
60. Randall, L. and Senior, M. (1996) Training for service quality in the hospitality industry. In: Olsen, M.D., Teare, M. and Gummesson, E. (eds) Service Quality in Hospitality Organizations. Cassell, London, pp. 164-182.
61. Ribeiro, D. (2003) The Spanish restaurant sector: evaluating the perceptions of quality. Service Industries Journal 23(2), 183-194.
62. Riley, M. (1980) The role of mobility in the development of skills for the hotel and catering industry. Hospitality March, 52-53.
63. Ritchie, J.R.B. and Crouch, G.I. (2003) The Competitive Destination: a Sustainable Tourism Perspective, CAB International, Wallingford, UK, 272 pp.
64. Schaffer, J. (1984) Strategy, organization structure and success in the lodging industry. International Journal of Hospitality Management 3(4), 159-165.
65. Sharpley, R. (2002) The challenges of economic diversification through tourism: the case of Abu Dhabi. International Journal of Tourism Research 4, 221-235.
66. Shaw, G. and Williams, A. (1994) Critical Issues in Tourism: a Geographical Perspective. Blackwell, Oxford, UK, 280 pp.
67. Shostack, G. (1977) Breaking free from product marketing. Journal of Marketing 41, 73-80.
68. Skalpe, O. and Sandvik, K. (2002) The economics of quality in the hotel business. Tourism Economics 8(4), 361-376.
69. Stredwick, J. (2002) Managing People in a Small Business. Kogan Page, London, 280 pp.
70. Svensson, G. (2003) A generic conceptual framework of interactive service quality. Managing Service Quality 13(4), 267-275.
71. Thomas, R. and Long, J. (2001) Tourism and economic regeneration: the role of skills development. International Journal of Tourism Research 3(3), 229-240.
72. Thomas, R., Lashley, C., Rowson, B., Xie, G., Jameson, S., Eaglen, A., Lincoln, G. and Parsons, D. (2000) National Survey of Small Tourism and Hospitality Firms: Skills Demand and Training Practices. Centre for the Study of Small Tourism and Hospitality Firms, Leeds.
73. Tinsley, R. and Lynch, P. (2001) Small tourism business networks and destination development. International Journal of Hospitality Management 20(4), 367-378.
74. Torrington, D., Hall, L. and Taylor, S. (2002) Human Resource Management, 5th edn. Prentice Hall, Harlow, 668 pp.
75. Tsang, N. and Qu, H. (2000) Service quality in China's hotel industry: a perspective from tourists and hotel managers. International Journal of Contemporary Hospitality Management 12(5), 316-326.
76. Wanhill, S. (2000) Small and medium tourism enterprises. Annals of Tourism Research 27(1), 132-147.
77. Weiermair, K. (2000) Tourists' perceptions towards and satisfaction with service quality in the cross-cultural service encounter: implications for hospitality and tourism management. Managing Service Quality 10(6), 397-409.
78. WTB (2000) Achieving Our Potential: a Tourism Strategy for Wales. Wales Tourist Board, Cardiff.
79. WTTC (2003) Executive Summary: Travel and Tourism A World of Opportunity - The 2003 Travel and Tourism Economic Research. Available from http://www.wttc.org/ measure/PDF/Executive%20Summary.pdf Accessed on 29 November 2003.
80. WTTC (2004) Travel and Tourism Forging Ahead: the 2004 Travel and Tourism Economic Research. World Travel and Tourism Council, London.
81. Zeithaml, V. and Bitner, M.J. (2000) Services Marketing: Integrating Customer Focus across the Firm, 2nd edn. Irwin McGraw-Hill, New York, 620 pp.
82. Zeithaml, V., Parasuraman, A. and Berry, L. (1985) Problems and strategies in services marketing, Journal of Marketing 491, 33-46.