bluuebunny/crossref_metadata_2025 huggingface dataset:
Selection criteria for a mode of bill payment: empirical investigation among Finnish bank customers
Authors: Karjaluoto Heikki
Published: July 2002

Banks and other financial institutions have nowadays a keen interest in their customers’ bank and mode of bill payment selection criteria, and in factors underlying this decision making. Recent developments in the financial services industry, for example increasing competition, co‐operation, and convergence mean that new strategies to attract and maintain customers are becoming of key importance for managers. Attempting to reveal the preferences of today’s customers, a survey type of study was undertaken to increase the understanding of consumers’ selection criteria for a mode of payment in Finland. Altogether 1,167 usable responses were used for the data analysis. The results of the study suggest that primary factors affecting the choice of a mode of bill payment are speed, security and trustworthiness, easy‐to‐use, and price of the payment. Some consumers appreciated short distance to a branch. Conversely, examples from friends and relatives, social contacts with the banking personnel, and bank’s name had a relatively low impact on selection of bill payment mode.
An assessment of direct farm‐to‐table food marketing in the USA
Authors: Tippins Michael J. , Rassuli Kathleen M. , Hollander Stanley C.
Published: July 2002

The authors examine issues related to farm‐to‐table direct marketing. We consider motivations and drawbacks associated with participating in farm‐to‐table from both the consumer and farmer perspectives. While we find a significant amount of advocacy for the restoration of nostalgic methods of food distribution that remove all intermediaries from direct farmer‐consumer interaction, we conclude that farm‐to‐table direct marketing plays, and is likely to continue to play, a very minor role in US food distribution.
Greek retailing in transition
Authors: Bennison David , Boutsouki Christina
Published: July 2002

Within the past four years retailing in Greece has begun to change
dramatically. A system of small, independently owned and operated shops,
which has been protected by tight legislative controls on store
operations, is now under threat from the introduction of modern retail
formats, organization and management practices – largely by
foreign retailers, either directly or through joint ventures and
franchising activity. The trigger to the change has been the
liberalization of the trading environment. The consequences for
consumers, indigenous retailers and wholesalers, and manufacturers are
likely to be profound. The sudden nature of the change and the size of
the country make Greece an ideal laboratory for the study of retail
change.
Why Tesco′s new composite distribution needed annual hours
Authors: McMeekin John
Published: July 2002

Explains how the system of labour restructuring known as
“annual hours” helped Tesco′s new composite distribution. It
solved the problem of matching the manning levels to the rapidly
changing hourly and day‐of‐the‐week fluctuations in work load. The
result was outstanding performance and consistently high productivity.
Vietnamese distribution channels
Authors: Venard Bertrand
Published: July 2002

Vietnam has for a long time been ignored by researchers due to the closed nature of the country. Little management research, especially in the marketing field, has been done in this emerging country. Aims, therefore, to describe Vietnamese wholesaling and retailing for consumer products. Distribution channels in Vietnam could be characterized as primitive structures, owing to their level of economic development. The example of Vietnam is interesting because its situation is classical for a less developed country: inadequate transport means; inadequate banking; smuggling; counterfeiting; import restrictions; import taxes; the need to pass through importation companies with little added value to enter the market; the passiveness, even incompetence, of intermediaries; the low income of the population. Therefore, despite huge opportunities in Vietnam, investors should be aware of the unexpected and unstable situations they will have to face, especially in the distribution field. Bases its findings on desk research and face‐to‐face interviews done by the author during a position as an expatriate in Vietnam, from 1993 to 1994.
Graduates into the retail industry: an assessment of the nature and causes of mismatches between the needs and expectations of the retail industry and its graduate employees
Authors: Gush Jacqui
Published: July 2002

Identifies the degree of satisfaction in the early employment experience of general commercial graduates in UK retailing, and examines the level and causes of dissatisfaction from both sides in the employment relationship using a gap analysis model. Concludes that there is a difference between short‐ and long‐term needs. Short‐term needs are more easily satisfied than longer‐term needs. Employers are able to select graduates with high levels of transferable skills; the graduates in turn benefit from early job responsibility and well‐developed training and development programmes. The business need for accelerated performance levels induces a responding desire for rapid career progression and job fulfilment in graduates. A changing environment with resultant organizational restructuring means graduates now find career paths blocked as the needs of the business take precedence in the longer term. This can result in high levels of graduate turnover.
Retailing and the super high street: the future of the electronic home shopping industry
Authors: Pavitt Davidson
Published: July 2002

Predicts a major increase in electronic home shopping, via the television and the Internet, over the next ten years. Discusses the economics of selling via the Internet and compares the advantages and disadvantages of online and TV shopping. Looks at the advances made in the USA, and addresses potential technical issues which may hinder progress in the UK.
A closer look at the interface between the product lines of manufacturers and the assortments of retailers
Authors: Cadeaux Jack M.
Published: July 2002

Suggests that gaps exist between the product ranges or lines offered by manufacturers and the assortments selected and stocked by retailers. Looks at the extent to which differing levels of “product volatility” affect retailers’ selectivity in stocking items from a manufacturer’s line. Provides a limited test of several hypotheses about how the degree of product volatility of the category within which a manufacturer’s line belongs might affect the number of items in the line that will be stocked by a retailer. Analysis of stock‐planning data for two retailers in each of two product categories offers some support for the hypotheses. Interprets these results in light of theories of distribution channel co‐ordination and retailer expertise. They may reflect an alternative explanation for widely observed increases in retailer power.
Private desires, public display: consumption, postmodernism and fashion’s “new man”
Authors: Woodruffe‐Burton Helen
Published: July 2002

This article sets out to explore the role of clothes as compensatory consumption in men’s lives from an experimental perspective, presenting preliminary findings from the current research based on case studies of three adult males. This is part of a much larger study into compensatory consumption currently being undertaken by the author. The article examines the men’s relationship with fashion and their shopping behaviour in the light of current literature on fashion, identity and consumer behaviour. The implications for fashion retailing are considered and proposals for future research put forward.
Visual merchandising: a neglected area in UK fashion marketing?
Authors: Lea‐Greenwood Gaynor
Published: July 2002

This paper outlines recent research which demonstrates that the re‐naming of display as visual merchandising has led to centralisation and professionalism of the function. Centralisation of visual merchandising has given the function a strategic profile which has to date been neglected within the literature. The move towards centralisation and therefore increased professionalisation and sophistication of the creative process is discussed and includes the following benefits outlined by the respondents: (1) communicating a cohesive brand image; (2) differentiating the offer from the competition; (3) integrating promotional effort across the brand; (4) increasing availability of technology to facilitate the process. The paper concludes with future research avenues and recommendations.
England’s Potteries: past and present pioneers of factory shopping
Authors: Fernie John , Hallsworth Alan
Published: July 2002

This research note discusses the difficulty which factory outlet operators are experiencing in finding suitable sites in the UK and, using the example of Freeport Leisure’s acquisition of United Norwest hypermarket in Stoke and other converted “failed” shopping formats, shows how redeveloped sites with low acquisition costs are a likely option for future factory outlet developers. The acquisition has been successful because of the selection of product type for sale (ceramics which lend themselves to discount prices) and location (at the heart of the Potteries).
An investigation of retail shopping situations
Authors: Stoltman Fred W. Morgan Jeffrey J. , Anglin Linda K.
Published: July 2002

Previous situational influence research has focused primarily on consumption/usage behavior leaving many unanswered questions with respect to the nature of this influence on shopping/purchase behavior. The present study, in an application of Magnusson’s interactionist framework, investigates the relationship between the extent to which events that may occur while shopping for clothes are encountered and affective and behavioral reactions to these events. The results reveal that when confronted with disconfirmed expectations regarding various aspects of a shopping situation, consumers are flexible and adapt their behavior to the situation.
Effects of store image and attitude toward secondhand stores on shopping frequency and distance traveled
Authors: Darley William K. , Lim Jeen‐Su
Published: July 2002

This study is prompted by the growing sales and the acceptance of thrift stores in the USA. It focuses on consumers’ evaluations and attitudes of secondhand, or thrift stores, and specifically examines the effects of store image and general attitude toward secondhand stores on “shopping frequency” and “distance traveled”. Shoppers who held more favorable store specific attitudes and had a positive quality‐availability perception were more likely to shop at a secondhand store and to travel longer distances to patronize that store. No significant relationship was obtained for either general store type attitudes and shopping frequency or general store type attitudes and distance traveled. The paper concludes with managerial implications and directions for future research.
Job motivators in Russian and Polish retail firms
Authors: Huddleston Patricia , Good Linda K.
Published: July 2002

Success of retail firms is dependent on a motivated workforce, yet little is known about what job characteristics motivate employees from former command economies. Investigates 11 valent job motivators for Russian and Polish retail sales staff and their expectations of receiving these rewards. Retail sales managers rated the importance of these motivators to their employees. Data were collected in two Russian and two Polish cities. The most important motivators to Russian and Polish sales employees are pay and friendliness of co‐workers. In most cases, managers’ perceptions of job motivators were similar to their employees. The expectation of receiving incentives were measured and results show both Russian and Polish employees had significantly lower expectations of receiving all 11 job motivators relative to the importance they attached to them.
The evolution of managerial innovations in distribution: what prospects for ECR?
Authors: Brockman Beverly K. , Morgan Robert M.
Published: July 2002

Efficient consumer response (ECR) is arguably the most complex managerial innovation in distribution to be introduced in the US. As such, ECR holds great potential for retailing. Despite praise by some, however, ECR faces criticism and even rejection by others. What influence will ECR ultimately have on retail operations? In this paper, the authors assess the future of ECR within the US by examining its place in a long line of advances made in distribution over the past century. Building on managerial innovation adoption and diffusion theory, the authors assess the reasons why certain previous innovations in distribution flourished, appraise the likelihood of wide diffusion for ECR, and discuss the contributions of ECR to the distribution function.
Empowerment or enslavement?
Authors: Davison Robert , Martinsons Maris G.
Published: July 2002

Employee empowerment is commonly a fundamental part of the prescriptions offered to improve business performance. However, business process improvement and many other organisational development and change initiatives tend to encapsulate the values of the societies and organisations in which they were developed – and such values are not universal. The case of a business process re‐engineering project in Hong Kong illustrates an attempt to empower team members that paradoxically resulted in their psychological enslavement. The roles of cultural differences and reward systems in producing unintended consequences are analysed while the implications of the case for both research and practice are considered.
Dataveillance by Governments
Authors: Clarke Roger
Published: July 2002

Computer matching is a mass surveillance technique involving the
comparison of data about many people, which have been acquired from
multiple sources. Its use offers potential benefits, particularly
financial savings. It is also error‐prone, and its power results in
threats to established patterns and values. The imperatives of
efficiency and equity demand that computer matching be used, and the
information privacy interest demands that it be used only where
justified, and be subjected to effective controls. Provides background
to this important technique, including its development and application
in the USA and in Australia, and a detailed technical description.
Contends that the technique, its use, and controls over its use are very
important issues which demand research. Computing, telecommunications
and robotics artefacts which have the capacity to change society
radically need to be subjected to early and careful analysis, not only
by sociologists, lawyers and philosophers, but also by information
technologists themselves.
The impact of gender on career success of information systems professionals
Authors: Igbaria Magid , Chidambaram Laku
Published: July 2002

Recent projections by social scientists indicate that by the year 2000 almost half the work force will be comprised of women. Information systems (IS) literature reports that women are underrepresented: only about one‐third of IS employees are female. This may suggest that IS women professionals may be engaging in practices that restrict their entry, promotion and retention. Attempts to examine the career success outcomes of men and women in IS using the human‐capital paradigm. Presents results, based on the survey responses of about 348 employees in the IS field, which suggest that significant gender differences exist. For instance, women were found, on average, to be somewhat younger and less experienced then were men in lower‐level positions and to receive lower salaries than do men even when age, work experience and job level were controlled. Moreover, women have fewer opportunities to interact with people outside their departmental boundaries. Discusses the relevance of these results and presents viable options for fostering the careers and improving the retention of women in the IS field.
The interplay of information technology and the social milieu
Authors: Montealegre Ramiro
Published: July 2002

Reviews the influence of Giddens’ structuration theory on information technology and implementation studies, highlighting how the interaction between the technology and the wider social setting have often been neglected. Offers Giddens’ conception of plural structural rules and resources as a possible framework for analyzing this interaction. Uses the proposed framework to analyze the introduction of computers into an agro‐industrial organization in a less‐developed country. Shows that different social and organizational conditions influence the process of IT implementation, but at the same time this process reinforces or transforms the structural configurations over time. Thus, highlights the role that IT plays in social setting transformation.
Patterns of improvisation for evidence‐based practice in clinical settings
Authors: Lau Francis , Doze Sandra , Vincent Doug , Wilson Deborah , Noseworthy Tom , Hayward Robert , Penn Andrew
Published: July 2002

This paper describes our experiences from a two‐year research study to introduce evidence‐based practice (EBP) through a set of electronic information tools into two Canadian health regions. The improvisational model of technological change by Orlikowski and Hofman (1997) is used to provide the conceptual foundations for understanding the pattern of evolution associated with the tools observed in these two settings over time. Key areas to consider when changing practice identified from this study are time availability, intended use, adequate training, clinical champions, work practice fit, system refinement, around‐the‐clock support and environment influence. Health organizations should also distinguish anticipated, emergent and opportunistic changes and improvise accordingly when introducing EBP information tools in a setting that is characteristically complex, dynamic and unpredictable.
Exploring Chinese cultural influences and hospitality marketing relationships
Authors: Gilbert David , Tsao Jenny
Published: July 2002

Marketing has always been recognised as an economic activity involving the exchange of goods and services. Only in recent years have socio‐cultural influences been identified as determinants of marketing behaviour, revealing marketing as a cultural as well as economic phenomenon. Nevertheless, the influence on business activity of cultural differences is obvious but not simple to analyse, describe or categorise. Therefore, the cultural aspect of marketing remains a weak and subsidiary element in the theoretical realm of hospitality management. It has been suggested that cultural differences are an important influence on the successful outcomes of business. This exploratory study examines the new approach to relationship marketing (RM) in the context of eastern culture, to uncover the context and construction of relationships in Chinese society. Traditional Chinese culture stresses the importance of human interaction. The essence of this interaction is kuan‐hsi (personal relationships) which goes far beyond the Western concept of networking as kuan‐hsi is entrenched into every aspect of Chinese society, influencing social, political and commercial relations. The nature of RM theory based on a cultural difference oriented perspective is examined, and the present practice of RM and its specific nature within a Chinese cultural context of hotel management in Taiwan evaluated.
International labor markets and the migration of labor forces as an alternative solution for labor shortages in the hospitality industry
Authors: Choi Jeong‐Gil , Woods Robert H. , Murrmann Suzanne K.
Published: July 2002

The hospitality industry attracts a wide variety of workers from a number of different labor markets. Since the world is growing smaller with advanced technologies, finding required labor around the globe has become much easier than ever before. Therefore, considering only locals as a source of labor maybe an outdated recruitment strategy. Continued globalization of the free market economy will encourage the migration of international labor. This paper discusses international labor markets and the migration of labor forces in the hospitality industry worldwide. It proposes that current trends and patterns of worldwide population growth need to be accounted for in developing strategies for addressing labor shortages.
Improving the performance of hospitality firms
Authors: Gray Brendan J. , Matear Sheelagh M. , Matheson Philip K.
Published: July 2002

The aim of this article is to identify company characteristics which are linked to improved performance in hospitality firms. It compares the levels of market orientation and other company characteristics, including corporate culture, innovation procedures, use of information technology and ethical policies of hospitality firms with the most highly market‐oriented service firms from other sectors which took part in a large multi‐industry study in New Zealand. Suggests that hospitality managers should encourage their organisations to become more customer‐focused, to develop a corporate culture which encourages innovation, and to make greater use of Web‐based marketing to improve company performance.
The role of electronic commerce in creating virtual tourism destination marketing organisations
Authors: Palmer Adrian , McCole Patrick
Published: July 2002

Co‐operation is crucial to the successful marketing of tourism destinations, and electronic commerce offers exciting new opportunities for co‐operation among tourism suppliers. This article examines the reciprocal linking of Websites to create “virtual” tourism destination organisations, whereby consumers can access information and purchase multiple components of a holiday online. A very simple starting point in the formation of a virtual destination marketing organisation is the linking of individual suppliers’ Websites, so that a visitor arriving at one site can click through to complementary sites which contribute to the total destination offer. This paper examines the theoretical and practical benefits of virtual co‐operation and reports on a survey, which examines the extent to which electronic commerce is superseding or complementing traditional hierarchical marketing organisations. Based on a sample of tourism suppliers’ Websites in Northern Ireland, very little co‐operation was observed. The reasons for this are discussed and recommendations made for future co‐operation.
Trends in China’s domestic tourism development at the turn of the century
Authors: Wu Bihu , Zhu Hong , Xu Xiaohuan
Published: July 2002

China’s domestic tourism has developed quickly in the past 20 years. This article briefly reviews the scale of expansion in domestic tourism in China and summarizes three important factors contributing to that great change. In search of development trends, the article examines the main products of domestic tourism and government policy changes that influence tourism development. The conclusion is that China’s domestic tourism has shifted to the 3H (high input, high risk and high output) pattern. Besides intermediate‐long‐haul sightseeing and business tourism, domestic tourists frequently take medium‐short‐distance sightseeing trips and short‐distance weekend vacations, which forms ReBAM (Recreational belt around metropolis), a new tourist spatial pattern.
Tourism in the European Union
Authors: Rita Paulo
Published: July 2002

Discusses the importance of tourism as the largest generator of wealth and employment in the world and the fact that, despite the clear evidence of tourism importance in economic and social terms and its undeniable perspectives of growth along the next two decades, it has registered great difficulties in obtaining its legal political recognition within the European Union. In conclusion, it is suggested that there ought to be a political recognition of the European tourism as one of the activities of the future, with an enormous capacity to provide new opportunities to satisfy important political objectives, such as the economic growth and wellbeing of populations, employment, regional development, and patrimonial value.
Making a career of it? Hospitality students’ future perspectives: an Anglo‐Dutch study
Authors: Kevin Jenkins Andrew
Published: July 2002

The aim of this research is to establish students’ perceptions of the international hospitality industry and, specifically, to establish the likelihood of the student seeking employment in the industry after graduating, the region/country where the student intends seeking employment, the functional area/sector which is most attractive to the student and the position which the student expects to hold five and ten years after graduating. The research is based on a questionnaire administered at two universities offering hospitality management degrees, one in the UK, the other in The Netherlands. The main findings are that students have a distinct preference for certain hotel departments, hotel chains and sectors of the industry. Most expect to be general manager/corporate manager ten years after graduating. As the degree progresses, the students’ perception of the industry deteriorates. The paper concludes by examining issues relating to the image of the industry and the development of hospitality curricula.
Study of managerial job satisfaction in Hong Kong’s Chinese restaurants
Authors: Lam Terry , Baum Tom , Pine Ray
Published: July 2002

Presents the results of an empirical study of work motivation and job satisfaction among managers in Chinese restaurants in Hong Kong. The findings indicated that work environment, job itself, and rewards are critical factors in predicting managers’ satisfaction in this specific catering sector. A significant relationship was found between job satisfaction and turnover intentions that has supported many studies in the discipline of social psychology. In addition, sectorial and cultural specificity is suggested to address the unique characteristic of the Hong Kong Chinese restaurant environment.
General manager turnover and root causes
Authors: Birdir Kemal
Published: July 2002

This study was conducted to examine hotel and holiday village general managers’ (GMs’) turnover and to identify root causes of GM turnover. GMs who were serving five‐star hotels and first‐class holiday villages operating mainly in coastal sides of Turkey (mostly the Aegean coast and the Mediterranean coast) were researched. GMs in 144 hotels and holiday villages were faxed a one‐page survey instrument developed by the researcher. At the end of two rounds, out of 144 GMs, 56 responded to the instrument. Analyzing the data, it is found that GMs are quitting hotels after 3.3 years on average, and hotels tended to change GMs every 2.5 years. The main causes of GM turnover are: management conflict and problems between property owners and GMs; and GMs’ career moves.
Mastering Caribbean tourism
Authors: Jayawardena Chandana
Published: July 2002

This paper attempts to capture the essence of the key elements needed to master tourism in the Caribbean. The author uses his eight years (1994‐2001) hospitality and tourism management and research experience in the Caribbean in writing this paper. He also uses information gathered by participating in ten major hospitality and tourism regional conferences and some 175 elite interviews he conducted with stakeholders of Caribbean tourism during the last three years. The paper analyses the importance of tourism to the Caribbean, key tourist destinations, challenges, sustainable development and community involvement. In conclusion, the author recommends product diversification and well‐planned community participation in tourism development for the Caribbean. The paper also calls for well‐coordinated efforts by all stakeholders to ensure sustainability of tourism development in the Caribbean.
“Bridging the gap” between hospitality management programmes and the private club industry
Authors: Barrows Clayton W. , Walsh John
Published: July 2002

The private club industry is undergoing major change as it forges new links with academia in the areas of research, teaching and management development. This bodes well for hospitality management programmes. Indeed, the primary mission of most hospitality programmes in North America includes the dissemination of information in ways that will translate into tangible benefits for the greater hospitality industry. This article examines the context within which changes are taking place in the relationship between private clubs and hospitality education in North America, discusses the current research agenda on club management and reports the results of a survey of club managers about the nature and importance of industry/education linkages. It concludes by proposing a framework for continued collaboration that would strengthen both academic and industry partners while emphasizing a renewed and refocused research agenda.
Demand for Training by Bed and Breakfast Operators
Authors: Lynch Paul A.
Published: July 2002

Assesses the implications for tourism organizations, with responsibility
for training, of promoting world‐class standards in the delivery of the
UK tourism product. Analyses the implications through a detailed
assessment of the demand for training by bed and breakfast operators.
Examines the motivations of operators, their perceived training
requirements and determinants of views on training. Identifies two
target segments: a learner segment and a non‐learner segment. Finds that
tourism organizations must review the quality of their own product. They
must acquire a detailed understanding of their target training markets
and tailor their marketing strategy accordingly.
Hotel Security: The Needs of the Mature Age Market
Authors: Shortt Gerald , Ruys Hein
Published: July 2002

The mature age market segment in Australia have increased leisure time
and disposable income. Many hotels are trying to increase occupancies,
particularly in low season, by attempting to attract this market
segment. Reports on a survey of the security needs and perceptions of
the mature guests and compares the results with research in other
settings. The respondents′ views about emerging security practices are
also investigated.
Culture and Climate in Short Life Organizations: Sunny Spells or Thunderstorms?
Authors: Meudell Karen , Gadd Karen
Published: July 2002

Notes the link between “strong” organizational cultures and effective organizational performance; particularly so in the hospitality industry, where the aim has been to promote cultural individuality in order to differentiate between brands, thus encouraging customer loyalty and ensuring repeat business. Equally well documented has been the notion that the development of culture is a long‐term, incremental process occuring in response to a complex set of factors. However, the concept of organizational climate has been given less emphasis, often being subsumed within the topic as a whole. An implicit assumption has been made that one is a naturally occurring by‐product of the other. These issues raise important questions for short‐life hospitality organizations in terms of whether both culture and climate can be inculcated over a short time span and the importance of the traditionally assumed link with organizational effectiveness.
Feng Shui: Its Impacts on the Asian Hospitality Industry
Authors: Perry Hobson J.S.
Published: July 2002

Feng Shui (pronounced “fung shui”) means literally wind and water and is a
type of geomancy or divination from nature. It originated in China, and
relates to nature and the position of man and of buildings within it.
Many hotels and restaurants in the Asia‐Pacific region have been
specifically designed using feng shui principles, and recently Hilton
International hotels used this as the focus of their advertising
campaign. Discusses the origins of feng shui, and its impact on the
location, design, layout, fixture and fittings and marketing of hotels
and restaurants.
Sunday trading
Authors: Smith Daniel
Published: July 2002

Examines the different employment structures in leisure and retail
organizations in the light of the recent Sunday Trading Act, 1994.
Considers the make‐up of staff; training methods; rates of pay and
changing customer demand patterns in order to draw comparisons and
identify possible emerging trends. Asks the question as to whether
retail outlets and their leisure counterparts trade in similar
conditions and what the impact will be on the Sunday labour pool and
levels of pay. Draws interesting employment comparisons between leisure,
part of the hospitality industry, and retailing as their opening times
overlap to a greater degree. Finds that, consequently, they are
increasingly competing for labour from similar sources.
Bergstrom Hotels: a case study in quality
Authors: Breiter Deborah , Tyink Stephen A. , Corey‐Tuckwell Susan
Published: July 2002

Total quality management in hotels is becoming more commonplace.
But the meaning of total quality management (TQM) is often
misunderstood. Presents an overview of TQM and a case study of quality
processes in a US hotel company. Bergstrom Hotels of Wisconsin has been
practising quality principles since 1989. What started out as a
“quality commitment” has evolved into “continuous
improvement”. Explains a variety of the tools used by Bergstrom,
including the team process, data‐based decision making, and human
resource support systems.
Training technology in the hospitality industry
Authors: Harris Kimberley J.
Published: July 2002

Describes a study which aims to reveal the current methods and
tools of training in US hospitality firms and to discover the opinions
of those using them as to whether the methods and tools are effective
and efficient. Hospitality training executives were surveyed and asked
to identify the methods and tools used in their organization, to rate
each method and tool, and to give suggestions for improvement if they
believed it was needed. Answers were compared according to position of
the respondent, size of company based on number of employees, annual
sales, and level of company.
Sociocultural perspectives on tourism planning and development
Authors: Costa Jorge , Ferrone Livio
Published: July 2002

Reviews articles published in the Annals of Tourism Research over a six‐year period, from 1989‐1994. Identifies four main
themes – hosts′ perceptions; travel and destinations; arts,
souvenirs and artefacts; and tourism planning – and seeks to
establish emerging patterns for further research.
Hospitality and tourism
Authors: Ingram Hadyn
Published: July 2002

Reviews some 118 entries from the International Journal of
Hospitality Management from 1989‐1994. Identifies seven themes
categorized as issues relating to international locations and generic
issues of concern to the tourism and hospitality industries. The seven
themes are international tourism planning; the development and operation
of hotels; Europe and the Single Market; planning issues and techniques;
service improvement; finance and performance; and the psychology of
management. The articles selected represent a cross‐section of the
mainstreams of ideas published during 1989‐1994 and reflect emerging
trends in thinking and business practice.
Managing complexity for competitive advantage
Authors: Crichton Elaine , Edgar David
Published: July 2002

Through primary research based on interviews with key executives in
20 of the largest hotel groups operating in the UK short‐break market,
presents the case that in the UK short‐break market complexity is
deliberately being managed to enhance rewards for hotel groups and that
this protects market share by raising supplier complexity and gains
additional market share through lowering complexity for the consumer.
Argues that the key element in managing complexity is the use of
supply‐and demand‐side technology, and that as the technology develops
further the concept of managing complexity as opposed to simply
minimizing or adapting to it will become more widespread. Contends that
such developments have key implications for the future structure of the
UK short‐break market and indeed other hospitality‐based markets of the
future.
Recent developments in the Taiwanese tourist industry ‐ implications for Australia
Authors: Prideaux Bruce
Published: July 2002

Taiwanese inbound tourism to Australia has experienced a rapid increase in the 1990s. Summarizes this recent growth in Taiwanese tourism and examines a range of issues which must be addressed if growth is to be sustained. Issues addressed include promotion, language training, culinary requirements and air services. Concludes that, unless changes are implemented, Australia may forfeit some of the potential Taiwanese market to competitors such as New Zealand.
Employee perceptions of the hotel sector in the People’s Republic of China
Authors: Huyton Jeremy R. , Sutton John
Published: July 2002

With the ever‐critical travelling public now venturing throughout China, not only does China need hotel staff, it needs staff who are trained to international standards. Looks at job satisfaction indicators for the hotel sector in China as perceived by local employees. Also examines the disparity between what staff expect and what they actually think they get in the way of satisfaction.
Hotel managers’ perceptions of upward and downward communication
Authors: Stevens Betsy , Hisle Jim
Published: July 2002

Based on interviews with hotel managers, discusses the importance of communication, and examines problems in both upward and downward communication. Suggests various ways of overcoming these problems. Finally, reviews implications of these problems for managers.
Strategy, risk and decentralization in hospitality operations
Authors: Johns Nick , Lee‐Ross Darren
Published: July 2002

Examines variations in the nature of hospitality operations from a strategic perspective. Operational strategy is regarded as a response to environmental risk. Looks at various ways in which organizations have decentralized their operations in response to environmental conditions. Hospitality units may be classified on the basis of customer perceptions, as “transactional” or “experiential” services. This has the merit of being customer‐ rather than operationally‐focused, and also provides insight into the precise nature of hospitality service.
Restaurant attrition: a longitudinal analysis of restaurant failures
Authors: English Wilke
Published: July 2002

This piece of research reports on a five‐year continuing longitudinal study on restaurant attrition in El Paso, Texas, utilizing business listings provided by the Southwestern Bell telephone company. This study has two main goals: to track initial investment so that the relationship between investment and promotional activities can be determined; and to attempt to distinguish between business cessation due to failure, versus business cessation due to other causes. As hypothesized, independent restaurant operators had markedly lower expenditures on both initial investment and promotion. Franchise and corporate chains were characterized by high investment, and a correspondingly high success rate.
Implementing cultural change through human resources: the elusive organization alchemy?
Authors: Watson Sandra , D’Annunzio‐Green Norma
Published: July 2002

Examines approaches taken by two UK hotels for survival in the current complex environment in which greater competition, market changes and technological advances are affecting the manner in which the hospitality industry is operating. Examines strategies which have been implemented in an attempt to ensure long‐term success. Analyses the manner in which these organizations have undertaken the process of culture change in order to achieve and maintain a competitive advantage. Focuses on the role of human resource management within this process.
Reception staff and the guest complaint: problem‐solving response styles among potential employees
Authors: Ross Glenn F.
Published: July 2002

Investigates problem‐solving response styles among a sample of school leavers, many of whom will soon seek employment in the hospitality/tourism industry. Also explores a range of human resource management variables which may predict major response styles. Notes the emergence of two fundamental response styles, one involving avoidance of the problem and one involving the acquisition of more information in the solution of the problem. A variety of hospitality/tourism industry occupational and work context preferences has been found to predict both response styles, as has a range of service quality ideals such as being calm in a crisis, neat appearance and being blunt. Finally, examines the implications of these findings for management within the hospitality/tourism industry and for individual employees.
Can the hobo phenomenon help explain voluntary turnover?
Authors: Hartman Sandra J. , Yrle Augusta C.
Published: July 2002

Examines the behaviour of hotel employees who, even when they say they are “satisfied”, move from job to job for reasons unrelated to that “satisfaction”. Suggests that an important reason for leaving jobs is that such movement may represent an important way to “get ahead”. Reports on a study which is a preliminary investigation of what is described as a “hobo phenomenon” in the hotel sector. Explains that limited longitudinal data (over eight months), were collected and analysed; and implications were pursued through in‐depth interviews with hotel employees. Results suggest that the hobo phenomenon may have potential as an explanatory variable in voluntary turnover research in the hotel sector. Discusses the implications, emphasizing the need to consider employee perceptions of promotion opportunities, and specifically the importance of considering promotion opportunities separate from promotion fairness, a factor neglected in current job satisfaction measures.
Menu engineering in upscale restaurants
Authors: Morrison Paul
Published: July 2002

Profiles the development of menu‐engineering models and, in particular, the movement supporting the quantification of all costs associated with the production of a menu item. Reports the findings of a study of upscale restaurant menu planners. While all menu planners adopted elements of menu engineering when planning menus, most rejected the opportunity to factor in non‐material direct costs as a major component of determining menu content and prices. In particular, individual dish labour cost was not considered an important menu‐planning criterion. Dishes which attracted low sales, but which planners felt added interest to the menu, were included on the menu. This supports the view of most advocates of quantitative menu analysis that the profitability of individual dishes on the menu is only one of several important criteria when designing the menu.
Images of tourism past and present
Authors: Baum Tom
Published: July 2002

Explores aspects of the changing relationship between tourists and those working in the tourism industry. Gives a historical overview of the development of tourism and notes its change from élite to mass consumption. Considers aspects relating to the customer‐employee interface, particularly the aspect of “social distance”. Suggests that ideally this interface will be one based on mutual respect and equality and that the search for such a relationship will be a goal for the industry as it moves towards the next millennium.
Whither the small independent take‐away?
Authors: Ball Stephen
Published: July 2002

Given the expansion of the multi‐unit fast‐food chains in the take‐away market from the late 1970s, looks at the prospects of the small take‐away firms in the UK. Charts the trends in the take‐away market and provides pointers for small firms to move forward and compete.
Becoming an employer of choice: assessing commitment in the hospitality workplace
Authors: Smith Kenneth , Gregory Susan R. , Cannon Debby
Published: July 2002

Reports on research, the overall objective of which was to develop a basic understanding of job satisfaction and commitment of employees of a particular hospitality organization. Describes a survey of 7,504 hourly and salaried employees at 94 lodging properties which aimed to identify factors relating to employee satisfaction and commitment.
Organizational trend analysis of the hospitality industry: preparing for change
Authors: Blum Shane C.
Published: July 2002

Examines aspects of change as reflected by articles published in the Hospitality Research Journal during the seven‐year period from 1989‐1995. Discusses how change (demographic, technological, societal, legal, cultural or ethical) is likely to influence the industry in relation to six themes: human resource management, service quality, hospitality education, the food service sector, strategic management and legislation. Summarizes sub‐themes and observations with reference to the likely impact of change on the industry in the medium term.
Implementing yield management: lessons from the hotel sector
Authors: Donaghy Kevin , McMahon‐Beattie Una , McDowell David
Published: July 2002

Traditionally the hospitality industry has been slow to adopt new systems and technologies. This can be witnessed particularly in the hotel industry’s utilization of yield management (YM). Based on the experiences of hotel managers, explores the problems encountered during the introduction of YM into the accommodation function and highlights possible approaches for managing the change from traditional management techniques to a YM system. Found that this transition was best achieved by developing a conceptual and/or working knowledge of YM at three levels in the company: head office, unit general managers, and staff. A team approach within the unit was considered essential involving, ideally, the yield specialists, the functional specialists and the general manager acting as a co‐ordinator. Change was more easily effected if a well‐planned, unit‐specific, and timely training programme emphasized the similarities with and not the differences between traditional management techniques and a YM approach. Considerable challenges remain for software developers to provide industry‐specific and user‐friendly packages.
Yield management: a human activity system
Authors: Yeoman Ian , Watson Sandra
Published: July 2002

Yield management is a process based on forecasting, strategy and people. Most research has converged on the forecasting and strategy elements, neglecting the people element of yield management. Argues that the people element is the cornerstone of successful yield management practices and suggests a matrix framework for an organizational, team and individual approach to yield management based on commitment, focus and boundaries. Explains yield management as a human activity system, therefore adopting a systems theory framework in analysis.
Town house hotels ‐ an emerging sector
Authors: Callan Roger J. , Fearon Ruth
Published: July 2002

Town house hotels are a small but expanding segment of the UK hotel sector. Little has been published about them and the article sets out to provide a background and some characteristics of the sector. Indicates definitions together with some assessment of the size of the sector. Presents operational characteristics such as food and beverage services, security, design, staffing and pricing strategies. Considers marketing approaches, as well as the question of hotel classification and grading. Concludes that recent developments indicate a continued growth of a product which aims to differentiate itself from its competitors by personal service and good value.
A practical theory of motivation applied to hotels
Authors: Lee‐Ross Darren
Published: July 2002

Examines the reliability of Hackman and Oldham’s (1974) Job Diagnostic Survey (JDS) and the validity of their Job Characteristics Model (JCM) among seasonal hotel workers in the UK. In general, reliability scores supported the validity of the JDS. A simple technique for job data analysis is outlined together with some practical recommendations for use of the JDS in hotels.