A market-driven approach to business development and service improvement in the hospitality industry

International Journal of Contemporary Hospitality Management

Volumn 9, Issue 7, 1997, Pages 334-344

  Bowen, John T ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84986019325     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596119710191001     Document Type: Review

References (78)

1. Almanza, B.A., Jaffe, W. and Lin, L. (1994), “Use of the service attribute matrix to measure consumer satisfaction”, Hospitality Research Journal, Vol. 17 No. 2, pp. 63-75.
2. Ananth, M., DeMicco, F.J., Moreo, P.J. and Howey, R.M. (1992), “Marketplace lodging needs of mature travellers”, The Cornell Hotel and Restaurant Quarterly, Vol. 33 No. 4, pp. 12-24.
3. Barsky, J.D. (1992), “Customer satisfaction in the hotel industry: meaning and measurement”, Hospitality Research Journal, Vol. 16 No. 1, pp. 51-73.
4. Barsky, J.D. (1996), “Building a program for world-class service”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 1, pp.17-27.
5. Barsky, J.D. and Laubagh, R. (1992), “A strategy for customer satisfaction”, The Cornell Hotel and Restaurant Quarterly, Vol. 33 No. 5, pp. 32-40.
6. Becker-Suttle, C.B., Weaver, P. and Crawford-Welch, S. (1994), “A pilot study utilizing conjoint analysis in the comparison of age-based segmentation strategies in the full service restaurant market”, Journal of Restaurant and Food Service Marketing, Vol. 1 No. 2, pp. 71- 91.
7. Bowen, J. and Morris, A. (1995), “Menu design: can menus sell?, ” International Journal of Contemporary Hospitality Management, Vol. 7 No. 4, pp. 4-9.
8. Brownell, J. (1994), “Creating strong listening environments: a key hospitality management task”, International Journal of Contemporary Hospitality Management, Vol. 6 No. 3, pp. 3-10.
9. Brownell, J. and Jameson, D. (1996), “Getting quality out on the street-”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 1, pp. 28-33.
10. Brymer, R.A. (1991), “Employee empowerment: a guest driven leadership strategy”, The Cornell Hotel and Restaurant Quarterly, Vol. 32 No. 1, pp. 58-68.
11. Bull, A.O. (1994), “Pricing a motel's location”, International Journal of Contemporary Hospitality Management, Vol. 6 No. 6, pp. 10-15.
12. Buttle, F. and Bok, B. (1996), “Hotel marketing strategy and the theory of reasoned action”, International Journal of Contemporary Hospitality Management, Vol. 8 No. 3, pp. 5-10.
13. Callan, R.J. (1990), “Hotel award schemes as a measurement of service quality - an assessment by travel industry journalists as surrogate consumers”, International Journal of Hospitality Management, Vol. 9 No. 1, pp. 45-58.
14. Callan, R.J. (1996), “An appraisement of UK business travellers’ perceptions of important hotel attributes”, Hospitality Research Journal, Vol. 19 No. 4, pp. 113-27.
15. Connell, J. (1992), “Branding hotel portfolios”, International Journal of Contemporary Hospitality Management, Vol. 4 No. 1, pp. 26-32.
16. Conner, F.L. (1991), “NYC hotels show the reasons why”, The Cornell Hotel and Restaurant Quarterly, Vol. 32 No. 4, pp. 24-34.
17. Dev, C.S. and Ellis, B. (1991), “Guest Histories: an untapped service resource, ” The Cornell Hotel and Restaurant Quarterly, Vol. 32 No. 2, pp. 29-37.
18. Dev, C.S., Morgan, M.S. and Shoemaker, S. (1995), “A positioning analysis of hotel brands”, The Cornell Hotel and Restaurant Quarterly, Vol. 36 No. 6, pp. 48-55.
19. Dienhart, J.R., Gregorie, M.B. and Downey, R.G. (1991), “Service orientation of restaurant employees”, Hospitality Research Journal, Vol. 14 No. 2, pp. 421-9.
20. Dienhart, J.R., Gregorie, M.B., Downey, R.G. and Knight, P. K. (1992), “Service orientation of restaurant employees”, International Journal of Hospitality Management, Vol. 11 No. 4, pp. 331-46.
21. Dube, L., Renaghan, L.M. and Miller, J.M. (1994), “Measuring customer satisfaction for strategic management”, The Cornell Hotel and Restaurant Quarterly, Vol. 35 No. 1, pp. 39-47.
22. Elliott, J. and Johns, N. (1993), “The influence of international tourism trends on the design of leisure resorts”, International Journal of Contemporary Hospitality Management, Vol. 5 No. 2, pp. 6-9.
23. Francese, P. (1993), “Breaking the rules: delivering responsive service”, Hospitality Research Journal, Vol. 16 No. 2, pp. 55-74.
24. Goldman, K. (1993), “Concept selection for independent restaurants”, The Cornell Hotel and Restaurant Quarterly, Vol. 34 No. 6, pp. 59-72.
25. Griffin, R.K. (1995), “A categorization scheme for critical success factors of lodging yield management systems”, International Journal of Hospitality Management, Vol. 14 No. 3/4, pp. 325-38.
26. Grönroos, C. (1982), Strategic Management is the Service Sector, Swedish School of Business Administration, Helsgfors, Finland.
27. Hales, C. and Mercrate-Butcher, J. (1994), “‘Internal marketing’ and human resource management in hotel consortia”, International Journal of Hospitality Management, Vol. 13 No. 4, pp. 313-26.
28. Hallam, G. and Baum, T. (1996), “Contracting out food and beverage service in hotels: a comparative study of practice in North America and the United Kingdom”, International Journal of Hospitality Management, Vol. 15 No. 1, pp. 41-50.
29. Heymann, K. (1992), “Quality management: a ten-point model”, The Cornell Hotel and Restaurant Quarterly, Vol. 33 No. 5, pp. 51-60.
30. Hu, C. and Hiemstra, S. (1996), “Hybrid conjoint analysis as a research technique to measure meeting planners’ preferences in hotel selection”, Journal of Travel Research, Vol. 35 No. 2, pp. 62-9.
31. Jeffrey, D. and Hubbard, N.J. (1994), “A model of hotel occupancy performance for monitoring and marketing in the hotel industry”, International Journal of Hospitality Management, Vol. 13 No. 1, pp. 57-71.
32. Johns, N. (1992a), “Quality management in the hospitality industry: Part 1. Definition and specification”, International Journal of Contemporary Hospitality Management, Vol. 4 No. 3, pp. 14-20.
33. Johns, N. (1992b), “Quality management in the hospitality industry: Part 2. Applications, systems, and techniques”, International Journal of Contemporary Hospitality Management, Vol. 4 No. 4, pp. 3-7.
34. Johns, N. (1993), “Quality management in the hospitality industry: Part 3. Recent developments”, International Journal of Contemporary Hospitality Management, Vol. 5 No. 1, pp. 10-15.
35. Jones, P. (1995), “Developing new products and services in flight catering”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, pp 24-8.
36. Kim, H. (1996), “Perceptual mapping of attributes and preferences: an empirical examination of hotel F&B products in Korea”, International Journal of Hospitality Management, Vol. 15 No. 4, pp. 373-91.
37. King, C.A. and Garey, J.G. (1997), “Relational quality in service encounters”, International Journal of Hospitality Management, Vol. 16 No. 1, pp. 39-63.
38. Knapp, F. (1991), “The Sheraton Palace: preserving the past, positioning for the future”, The Cornell Hotel and Restaurant Quarterly, Vol. 32 No. 4, pp. 13-21.
39. Knutson, B., Malk, M. and Schmidgall, R. (1995), “When it's smart to turn away business”, The Cornell Hotel and Restaurant Quarterly, Vol. 36 No. 6, pp. 56-61.
40. Knutson, B., Stevens, P., Wullaert, C., Patton, M. and Yokoyama, F. (1991), “LODGSERV: A service quality index for the lodging industry, ” Hospitality Research Journal, Vol. 14 No. 2, pp. 277-84.
41. Lashley, C. (1995), “Towards an understanding of employee empowerment in hospitality services”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 1, pp 27-32.
42. Lashley, C. (1997), “Research issues for employee empowerment in hospitality organisations”, International Journal of Hospitality Management, Vol. 15 No. 4, pp. 333-46.
43. Lee, Y.L. and Hing, N. (1995), “Measuring quality in restaurant operations: an application of SERVQUAL instrument”, International Journal of Hospitality Management, Vol. 14, No. 3/4, pp. 293-310.
44. Lewis, R.C. (1990), “Advertising your hotel's position”, The Cornell Hotel and Restaurant Quarterly, Vol. 31 No. 2, pp. 84-91.
45. Luchars, J.Y. and Hinkin, T.R. (1996), “The service quality audit”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 1, pp. 34-41.
46. Makens, J.C. (1992), “Children at resorts: customer service at its best”, The Cornell Hotel and Restaurant Quarterly, Vol. 33 No. 4, pp. 25-35.
47. Makens, J.C. and Bowen, J. (1996), “Increasing restaurant profits with product merchandising”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 1, pp. 72-9.
48. Manzanec, J. (1992), “Classifying tourists into market segments: a neural network approach”, Journal of Travel and Tourism Marketing, Vol. 1 No. 1. pp. 39-59.
49. Mazanec, J.A. (1995), “Positioning analysis with self-organizing maps”, The Cornell Hotel and Restaurant Quarterly, Vol. 36 No. 6, pp. 80-95.
50. Meudell, K. and Gadd, K. (1994), “Culture and climate in short life organizations: sunny spells or thunderstorms?”, International Journal of Contemporary Hospitality Management, Vol. 6 No. 5, pp. 27-32.
51. Miner, T. (1996), “Customer-focused menu marketing”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 3, pp. 36-41.
52. Monteson, P.A. and Singer, J. (1992), “Turn your spa into a winner”, The Cornell Hotel and Restaurant Quarterly, Vol. 33 No. 3, pp. 37-49.
53. Oh, H. and Jeong, M. (1996), “Improving marketers’ predictive power of customer satisfaction on expectation-based target market levels”, Hospitality Research Journal, Vol. 19 No. 4, pp. 65-85.
54. Page, C. (1994), “Sutcliffe catering's approach to continuous improvement”, International Journal of Contemporary Hospitality Management, Vol.6 No. pp. 19-24.
55. Pannell Kerr Forster Associates (1993), “Factors influencing the design of hotels”, International Journal of Contemporary Hospitality Management, Vol. 5 No. 2, pp. 17-19.
56. Partlow, C.G. (1993), “How the Ritz-Carlton applies ‘TQM’”, The Cornell Hotel and Restaurant Quarterly, Vol. 34 No. 4, pp. 16-24.
57. Partlow, C.G. (1996), “Human-resources practices of TQM hotels”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 5, pp. 67-77.
58. Quain, W.J. (1992), “Analysing sales-mix profitability”, The Cornell Hotel and Restaurant Quarterly, Vol. 33 No. 2, pp. 57-62
59. Reid, L.J. and Reid, S.D. (1993), “Communicating tourism supplier services: building repeat visitor relationships”, Journal of Travel and Tourism Marketing, Vol. 2 No. 2/3, pp. 3-19.
60. Ross, L.E. (1994), “Exploring the influence of work-related attitudes and behaviors in the hospitality work environment”, International Journal of Hospitality Management, Vol. 13 No. 2, pp. 155-71.
61. Samenfink, W.H. (1991), “Identifying the service potential of an employee through the use of the self-monitoring scale”, Hospitality Reserach Journal, Vol. 15 No. 2, pp. 1-10.
62. Shaw, M. (1992), “Positioning and price: merging theory, strategy, and tactics”, Hospitality Research Journal, Vol. 15 No. 2, pp. 31-9.
63. Shaw, M., Lewis, R.C. and Khorey, A. (1991), “Measuring meeting planner satisfaction with hotel convention services: a multivariate approach”, International Journal of Hospitality Management, Vol. 10 No. 2, pp. 137-46.
64. Shimko, B. W. (1994), “Breaking the rules for better service”, The Cornell Hotel and Restaurant Quarterly, Vol. 35 No. 4, pp.18-22.
65. Shoemaker, S. (1996), “Scripts: precursor of consumer expectations”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 1, pp. 42-53.
66. Sparks, B. (1993), “Guest history: is it being utilized”, International Journal of Contemporary Hospitality Management, Vol.5 No. 1, pp. 22-7.
67. Sparks, B. (1994), “Communicative aspects of the service encounter”, Hospitality Reserach Journal, Vol. 17 No. 2, pp. 39-50.
68. Sparrowe, R.T. (1994), “Empowerment in the hospitality industry: an exploration of antecedents and outcomes”, Hospitality Reserach Journal, Vol. 17 No. 3, pp. 51-73.
69. Stevens, P., Knutson, B. and Patton, M. (1995), “DINESERV: A tool for measuring service quality in restaurants”, The Cornell Hotel and Restaurant Quarterly, Vol. 36 No. 2, pp. 56-60.
70. Toh, R.S., Rivers, M. and Withiam, G. (1991), “Frequent-guest programs; Do they fly?”, The Cornell Hotel and Restaurant Quarterly, Vol. 32 No. 1, pp. 46-52.
71. Verma, R. and Thompson, G.M. (1996), “Basing service management on customer determinants”, The Cornell Hotel and Restaurant Quarterly, Vol. 37 No. 3, pp. 18-23.
72. Watson, H. E., McKenna, M. A. and McLean, G. M. (1992), “TQM and services: implementing Change in the NHS”, International Journal of Contemporary Hospitality Management, Vol. 4 No. 2, pp. 17-20.
73. Weatherford, L.R. (1995), “Length of stay heuristics, do they really make a difference”, The Cornell Hotel and Restaurant Quarterly, Vol. 36 No. 6, pp. 70-9.
74. Weaver, P.A. and Oh, H.C. (1993), “Do American travellers have different hotel service requirements?”, International Journal of Contemporary Hospitality Management, Vol. 5 No. 3, pp. 16-21.
75. West, A. and Purvis, E. (1992), “Hotel design: the need to develop a strategic approach”, International Journal of Contemporary Hospitality Management, Vol. 4 No. 1, pp. 15-22.
76. Wight, P. (1996), “North American ecotourists: market profile and trip characteristics”, Journal of Travel Research, Vol. 34 No. 4, pp. 2-10.
77. Wuest, B.E.S., Tas, R.F. and Emenheiser, D.A. (1996), “What do mature travellers perceive as important hotel/motel customer services?”, Hospitality Research Journal, Vol. 20 No. 2, pp. 77-93.
78. Yousin, M.M. and Zimmerer T.W. (1995), “The role of benchmarking in achieving continuous service quality”, International Journal of Contemporary Hospitality Management, Vol. 7 No. 4, pp. 27-33.