bluuebunny/crossref_metadata_2025 huggingface dataset:
Retailer use of geodemographic and other data sources: an empirical investigation
Authors: O’Malley Lisa , Patterson Maurice , Evans Martin
Published: July 2002

The competitive nature of the UK retail environment in the 1990s places ever increasing importance on information as a vital resource. The need for pertinent information is not confined to decisions regarding location and catchment analysis, but also encompasses issues such as category management, merchandising, marketing communications and relationship marketing. This need for information, it might be presumed, could be met through the utilization of marketing databases, but there is an apparent lack of evidence relating to the extent of database utilization in this context. Explores the development of database and geographic information systems (GIS) as an aid to strategic retail decision making and reports on an empirical research programme exploring the extent of such applications. Although the findings suggest widespread employment of databases by UK multiples, there is clear evidence of a lack of integration at a strategic level.
Direct marketing in the USA: past failures and future promises
Authors: Feinberg Richard A. , Eastlick Mary Ann
Published: July 2002

Direct marketing should be a more dominant form of retailing in the USA. However, it is not because so much friction occurs for consumers throughout the direct marketing channel that consumers view direct purchase as a last resort rather than the preferred method. Summarizes the three mistakes of direct marketing and outlines its six amazing opportunities. The opportunities and future of direct marketing are sharply etched by the correspondence of emerging consumer and technology trends with strengths of the direct marketing process and paradigm.
The development of a US retail format in Europe: the case of factory outlet centres
Authors: Fernie John , Fernie Suzanne I.
Published: July 2002

It is not uncommon for the USA to be the origin of innovative retail formats. In recent years in the UK, the most recent retail out‐of‐town developments have their roots in the USA, most notably warehouse clubs and factory outlet centres. Charts the growth of one of these formats, factory outlet centres, in the UK and discusses the prospects for development potential in other European markets. Semi‐structured interviews were carried out with major developers and development consultancies to ascertain the type of strategies pursued, the locational criteria for site selection, the role of tenants in this process and the degree of customization or standardization of the format in market entry strategies. Although the UK appeared to offer US developers the best opportunity for market penetration, planning policy has progressively worked against the development of this retail format. It is unlikely that any more than seven to eight US‐style factory outlet centres will be built out of a total of 26 developments by 2001. There has been a considerable downsizing of initial proposals, with the creation of smaller, more downmarket centres than in the USA. US developers have been forced to seek sites in the rest of Europe much earlier than originally intended. Their strategies have differed from the standardized, upmarket brand character of one operator compared with a more customized approach adopted by the market leader.
Store patronage and lifestyle factors: implications for rural grocery retailers
Authors: Sullivan Pauline , Savitt Ronald
Published: July 2002

Presents results of a study on outshopping grocery patterns of rural shoppers. The researchers mailed a questionnaire to residents in a rural Vermont area, asking them to record their grocery expenditures for one week. The questionnaire solicited information about respondents’ store patronage, psychographic behaviour and socio‐economic status. The study had two objectives: first, to determine the proportion of outshopping for groceries, i.e. the per cent of total grocery expenditures in stores away from the major retail centre; and second, to identify store patronage and psychographic factors associated with rural grocery shoppers, and to determine if such factors correspond with the proportion of grocery expenditures outlaid elsewhere. Consumers were divided into the three groups by level of shopping activity: low, medium and high. Results indicated that each group had different store patronage practices, psychographic profiles, and income levels, suggesting that grocery retailers should work with communities to organize retail mixes that appeal to different shopping groups.
Retail logistics and merchandising in the USA: current status and requirements in the year 2000
Authors: McLaughlin Edward W. , Perosio Debra J. , Park John L.
Published: July 2002

This study present the results of a survey of senior level retail executives in the USA. Responses provide an indication of retail perceptions surrounding the order fulfilment process. As retailers look ahead towards 2000, technological readiness will drive virtually all retailer expectations of suppliers. The use of Electronic Data Interchange (EDI) will become an industry mandate; those vendors who want to be the number one or two partner in a category will be technologically sophisticated. This technological readiness will dramatically reduce order time while improving invoice accuracy ‐ an edict clearly voiced by retailers. Finally, as suppliers and retailers look ahead, the formation of mutually beneficial partnerships will dominate.
Charity shops in the UK
Authors: Horne Suzanne
Published: July 2002

Charity retailing has been a successful sector of the retail market since the late 1980s. Charity shops have blossomed on the streets of towns and cities in the UK to become a feature of interest for retail academics and concern for the conventional retailer. They have the potential to serve four purposes in that they offer a social service, enable the recycling of goods, help to raise awareness of the charity and provide a fundraising medium. With increased professionalism in their operations, competition has escalated for customers, goods and volunteers, both with other charities and with established retailers in terms of business rates relief. The increased competition from within and without poses the problem of retail strategy for the future. Suggestions for future development include developing a strong brand image in order to attract and secure customer loyalty, and joint ventures with other retailers and charities. There is no doubt that the charity shop can provide a very successful means of raising funds.
Case study: Schuh ‐ Clothing for Feet on the WWW
Authors: Murphy Ruth
Published: July 2002

The purpose of this paper is to assess one fashion retailer’s use and implementation of a Web site. The article adopts a case study approach using Schuh, an established fashion footwear retailer operating on the high streets of the UK and Northern Ireland. Research data were collected through exploratory interviews with both the marketing director of Schuh and Marketing and PR personnel of Shoeworld, a Yorkshire based footwear retailer who have developed an electronic footwear shopping mall, and who were responsible for setting up Schuh’s Web site pages. This work also considers how other fashion retailers are currently using their Web sites. With the inclusion of Schuh, very few are using it for transactional purposes; therefore further consideration is given to why this should be the case.
Argumentative systems for IS design
Authors: Metcalfe Mike
Published: July 2002

The object under study in this paper is information systems design (ISD). The writer’s concern is how to institutionalise the powers of reasoned argument into the design process. Argumentation, well known to the decision‐making, communications, knowledge creation, problem solving, and research methods literature, is believed to need a more explicit presence in ISD. The evidence is provided to support this belief in the form of a suggested “court room” analogy, drawing on the management and decision‐making literature as well as the theory of knowledge philosophy. Argument has good support from philosophy, confronts the issue of uneven power relationships, is a social construction methodology, and provides structure and outcome to dialogue. Argument is not to be confused with quarrels nor pure logic. Reasoned argument (debate) places language and group interaction at the centre of knowledge acquisition, while still acknowledging the observer‐reasoning dialectic.
DSS and EIS applications in Taiwan
Authors: Liang Ting‐Peng , Hung Shin‐Yuan
Published: July 2002

In the past several decades, Taiwanese companies have been successful in the world market. However, knowledge about how these firms use information technology is very limited. Investigates the application of decision support systems (DSS) and executive information systems (EIS) in Taiwan. Two mail surveys were conducted to explore who used the system, where the systems were applied, what decision models were used and reasons for not using these systems. The results indicate that: more than 20 per cent of the firms already used DSS or EIS and an additional 37 per cent had plans to adopt them shortly; 87 per cent of the firms considered DSS and EIS to be important to their competitiveness; middle‐ and lower‐level managers were major DSS and EIS users; half of them used the system every day; the most troublesome problem in developing DSS/EIS was the difficulty in determining information requirements; and information aggregation and what‐if analysis were major functions for decision support. Furthermore, quantitative models were employed only in large and old companies. The most popular models included linear programming, PERT/CPM, and regression analysis, whereas the most popular domains for application were finance and production management.
Armed truce: software in an age of teams
Authors: Pascal Zachary G.
Published: July 2002

As software grows more complex, the role of teams looms ever larger, forcing software development organizations to confront the shifting balance between conflict and cooperation among programmers on a common project. This paper suggests that the degree of constructive conflict and dissent, rather than consensus, is the crucial variable in the success of packaged software teams. The composition and behaviors of the members of these teams also suggest the outlines of new forms of organization in innovation industries and rapidly‐changing institutions.
The importance of organisational issues in systems development
Authors: Doherty N.F. , King M.
Published: July 2002

A survey of senior and influential IT managers explored the related questions of why some senior IT professionals perceive organisational issues to be more important than technical issues, and whether this has a concomitant impact on the treatment of organisational issues. An overall response rate of 63 per cent was achieved from a combined survey of two distinct groups. The results show that there are significant differences in managers’ perceptions about the importance of organisational issues which can, to some extent, be explained in terms of organisational size, and to a lesser extent by the favoured development approach. However, these differences in perception appear to have no identifiable relation to the significant differences in the approaches adopted for treating organisational issues. It is suggested that this is due to the difficulties in treating such issues and further research to resolve these difficulties is proposed.
A further exploration into information systems development: the evolution of Multiview2
Authors: Avison D.E. , Wood‐Harper A.T. , Vidgen R.T. , Wood J.R.G.
Published: July 2002

Multiview was defined in 1985 and has been since refined to become an influential approach to information systems development. It has soft and hard aspects and, as a contingency approach, is not prescriptive but adapted to the particular situation in the organization and the application. Observations and reflections on Multiview in action over the last ten years together with more recent literature based on, for example, holism, emergence, multi‐causality, ethical analysis and technology foresight, form the basis for a new definition of Multiview. Changes in the domain of information systems are also taken into account. Away from centralized technology, long lead times and hierarchical organizations, towards networks, new organizational forms, business processes, informational products and services, and the removal of time and space constraints on human activity. This paper underlines the need for IS researchers to learn about methodologies as they are used in practice (rather than as described in text books) and for methodologies to evolve in response to changes in the domain in which they are applied.
Waves of change in adopting the Internet
Authors: Montealegre Ramiro
Published: July 2002

The popularity and explosive growth of the Internet during the past few years have convinced many countries to take a closer look at its potential for aiding economic development. The existing literature presents an aggregate story of success, but the ways in which different countries are adopting these new technologies have received little critical attention. This empirical study of four Latin American countries ‐ Chile, Costa Rica, Ecuador and Peru ‐ delineates a five‐phase development process during which each country sustained the momentum of its evolving strategy, grew in competence to forge technological solutions, and gained access to the Internet. The four countries’ original goals changed over time, but through experience they perceived new opportunities and established evolving Internet strategies that form the bases of new technological services provided at the national level.
A structural analysis of hotel sector loyalty programmes
Authors: Palmer Adrian , McMahon‐Beattie Una , Beggs Rosalind
Published: July 2002

Analyses the variety of loyalty programmes that exist within the UK corporate hotel sector. A literature review leads to the proposition that in order to be cost‐effective in stimulating repeat business, loyalty programmes should reflect the business environment in which they operate. Loyalty programmes vary in the extent to which they collect, analyse and use customer information. A conceptual framework is developed in which information management and customisation are related to each other. This proposition supports the argument that there is no single formula for the development of a successful loyalty programme within the hotel sector. Although questions are raised about how the effectiveness of a loyalty programme can be measured, the proposition that market characteristics, information intensity and level of customisation can influence the effectiveness of a loyalty programme, is accepted.
International hotel manager
Authors: Jayawardena Chandana
Published: July 2002

Compares the role of an international hotel manager to the role of a main performer of a stage show. Summarizes the basic management concepts and emphasizes the importance of key knowledge areas in satisfying various needs of different types of people, hotel managers have to deal with. Four categories of hotel managers are identified and international hotel managers are described. Finally, the pre‐requisites for success in international hotel management are analyzed.
Developing an environmental scanning process in the hotel sector
Authors: Costa Jorge , Teare Richard
Published: July 2002

Investigates the environmental scanning activities of hotel chains operating in Portugal. Attitudes towards environmental scanning by companies where strategy was formalised through a formal written strategic plan (Intenders) and those companies where strategy was informally developed through a “vision” or “informal plan” (Realizers) were compared. Face to face interviews were conducted with board level executives to identify and assess the relevance of a formal environmental scanning process, the characteristics of such a process, barriers to its development and ways to overcome them. A cognitive mapping technique was used in the analysis of respondents’ perceptions towards the development of such a process, with the maps showing more similarities than differences between the comparison groups, thus highlighting the importance of this process for both intenders and realizes.
Human resource issues in international hospitality, travel and tourism: a snapshot
Authors: D’Annunzio‐Green N. , Maxwell G.A. , Watson S.
Published: July 2002

Announces the research done to support the writing of a new text on human resources issues in the international field of tourism and hospitality. Pinpoints the 34 current areas of interest and those identified as of strategic importance for the future.
Vocational education and food and beverage experience: issues for career development
Authors: Ladkin Adele
Published: July 2002

The research presented here examines the use of vocational education and food and beverage experience in the development of a hotel manager’s career. To achieve this aim, the paper begins by introducing the concept of career development. This is followed by an outline of the current debate surrounding the shifting emphasis from craft to managerial skills training. Next, a range of findings from a study of the career paths of hotel managers in the UK is presented. These include the role of vocational education in career development, and experience in the food and beverage function as a recognised career track to general management. The study indicates the prevalence of vocational education as a starting point for managers’ careers, and illustrates that, despite calls from industry for increased management training, traditional food and beverage experience is still important for a career in the hospitality industry. The implications of these findings for career development are discussed.
Human resources, service quality and performance: a case study
Authors: Haynes Peter , Fryer Glenda
Published: July 2002

The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human resource management policies and practices adopted by a luxury hotel in support of a strategic decision to enhance quality are considered in order to shed light on the nature of the relationship between HRM bundles and effectiveness in a quality‐focused service context. The main features of the HRM policy and practice changes are outlined, along with associated changes to work design and organisation structure. The changes adopted are shown to have measurable positive effects on the key indicators of service used by the organisation. Support for the most commonly discussed models of HRM in the service sector is found.
Women and flexibility in the Scottish leisure industry
Authors: MacVicar Anna , Graham Margaret , Ogden Susan , Scott Bernadette
Published: July 2002

Both employers and employees may seek flexible employment patterns, but for different reasons – employees for lifestyle reasons and employers for financial and business imperatives. This paper focuses on the first of these issues, summarising the results of a comparative case study analysis of female work roles and participation in flexible working arrangements in three contrasting leisure providers. The research findings suggest that gender role segregation existing in generic, non‐leisure specific jobs – such as reception – may be constraining equal opportunities for women more than lack of family‐friendly (or flexible) employment policies.
Tourism consumption and interregional economic impacts in Italy
Authors: Manente Mara
Published: July 2002

This paper analyses the consumption habits of tourists coming from different origins and choosing Italy as a holiday destination, in terms of expenditure level and composition. The economic role of both international and domestic demand and the plot of interactions going from tourist expenditure behaviour to the tourism industry have been measured. Furthermore, the impacts which localised expenditure (total and by item) can generate in each regional economic system are discussed, and estimates of the “centralising” and “leakage” effects are presented. The balance between these effects selects the net centralising regions of economic benefits deriving from tourism demand localised everywhere, with respect to those regions producing a net leakage of the positive effects generated by the demand localised in them.
An overview of contemporary tourism development in Brazil
Authors: Santana Guilherme
Published: July 2002

Tourism in South America has been largely overlooked compared to other tourism developing regions such as Asia and Africa. Decades of political and economic uncertainty have directly influenced tourism development in the region and explain tourism’s current state. Despite its dimension, diversity and attractiveness, Brazil has only recently recognized the tourism industry as a promoter of economic and social development. Recent trends in the tourism industry in Brazil clearly illustrate the correlation between economic and political stability and development in tourism. This paper discusses the major issues that have influenced and shaped tourism in Brazil and addresses the major developments in the last decade and the future perspectives for the industry.
Inhospitable Cultures and Continuous Improvement
Authors: Sinclair John , Arthur Alastair
Published: July 2002

Corporate culture plays a key role in the adoption and maintenance of a
continuous improvement environment. Yet the role that culture does play
and its nature tend to be overlooked or simplified so as to be almost
meaningless. Overviews aspects of corporate culture and uses a case
study of a professional company to show how they went about developing a
continuous improvement environment. The key lessons from the case study
include the need for “ownership” of jobs, self‐esteem as a driving force
for continuous improvement, importance of activities related to
customers, achievement requiring teamwork, function replaced by process
and understanding through involvement in quality improvement programmes.
Investors in People at The Moat House International, Glasgow
Authors: MacVicar Anna , Brown Gillian
Published: July 2002

A management issue that is common in organizations today is how to keep
on improving the quality of their products and services and ensure that
there is a credible and creditable commitment to outstanding customer
service within each member of staff, guaranteeing that customers are
satisfied. Which systematic approach should organizations take? Compares
and contrasts BS 5750 with the Investors in People Award (IIP), provides
a case study example, and offers some conclusions.
Using Service Incidents to Identify Quality Improvement Points
Authors: Lockwood Andrew
Published: July 2002

To be able to deliver consistent quality to hospitality customers, it is
necessary to be able to identify those aspects of the service encounter
that bring about satisfaction or dissatisfaction. Explores a simple
technique for recording success and failure in service situations. This
will allow organizations to identify areas for quality improvement and
enable decisions to be made about the key priorities for action.
Rediscovering Standards: Static and Dynamic Quality
Authors: Day Abby , Peters John
Published: July 2002

Obtaining BS 5750 is comparatively easy. It is much harder to identify
the factors which contribute to quality. Defines quality in terms of
“static quality” which constitutes basic standards, and dynamic quality
which is what delights the customer. Suggests action learning as the way
to achieve total quality.
CEO Perspectives on Scanning the Global Hotel Business Environment
Authors: Olsen Michael D. , Murthy Bvsan , Teare Richard
Published: July 2002

Reports on the first survey of chief executive officers of multinational
hotel chains, sponsored by the International Hotel Association. The
purpose of the survey was to assess the environmental scanning practices
in those hotel firms and to learn how their executives view the
uncertainty of the global business environment.
The Education and Training Needs of the Hotel Financial Controller
Authors: Burgess Cathy
Published: July 2002

The hotel controller′s role has changed substantially over recent years,
largely as a result of the economic recession, for which new skills and
knowledge are required. Focuses on the lack of education and training
for those currently in employment within the industry: current industry
attitudes (as an effect of the recession) towards education; and
training emphasizing expenditure on statutory items rather than on
management development. Identifies a gulf between controllers and their
head office superiors. Controllers indicated that their stated needs
for training and education were not being met, whereas their superiors
considered that the onus was on the controllers to be proactive in their
own self‐development.
Towards an understanding of employee empowerment in hospitality services
Authors: Lashley Conrad
Published: July 2002

Interest in employee empowerment in hospitality operations is largely concerned with the improvement of customer service quality. Specifically, it is intended that through empowerment employees will be more committed to successful service encounters and will have the necessary discretion and autonomy to do whatever is needed to “delight the customer”. Investigation of the various initiatives under the name of empowerment reveals a variety of managerial meanings and motives for empowering employees. Four different motives can be identified. These shape the nature of the initiatives selected in an organization. These in turn are likely to generate different levels of commitment, and allow different degrees of autonomy and discretion among the empowered. Provides a framework for understanding managerial motives in selecting different forms of empowerment. Suggests some contextual factors which are likely to influence managerial perceptions, and finally considers the impact of initiatives on the empowered.
The role of benchmarking in achieving continuous service quality
Authors: Yasin Mahmoud M. , Zimmerer Thomas W.
Published: July 2002

Links the application of benchmarking to the hotel′s ability to
achieve continuous quality improvements. Defines both the operating and
service subsystems of the hotel and clearly indicates specific methods
for quality improvement in each. Places emphasis on the role of upper
management in the implementation of the benchmarking process, as well as
the process reinforcing and supporting the organization′s strategic
planning activities. Throughout, the benchmarking process focuses on the
need to meet and exceed the expectations of the customer. Provides
recommendations and practical guidelines to assist the hospitality
executive in implementing a benchmarking programme which is both
consistent with the customer‐oriented strategic plan, while also
directly impacting on the hotel′s level of service quality and
performance.
Career demands and learning perceptions of hotel and catering
graduates – ten years on
Authors: Johns Nick , McKechnie Mike
Published: July 2002

Presents the findings of a survey of graduates who received the
higher national diploma in hotel, catering and institutional management
at Norwich in 1984. With the benefit of ten years′ experienced hindsight
they identify the skills that they feel they gained and those that they
felt were not provided on their college programme. Contrary to
experience elsewhere, the majority of graduates had remained within the
hospitality industry. In general the respondents felt that they had been
given a good basic grounding in both knowledge and skills. However,
computer skills were (predictably) identified as an important
deficiency, as well as some marketing and management skills.
Menu design: can menus sell
Authors: Bowen John T. , Morris Anne J.
Published: July 2002

Objectives of a menu include communication of the products
available for sale, providing tangible evidence and selling. Managers
must consider all these elements when they create a new menu. Focuses on
menus as a sales tool in a full‐service restaurant. Describes an
experiment to investigate the effectiveness of using menu design
techniques to sell a specific menu item. Presents the experiment′s
results and four propositions that relate to the effectiveness of the
menu as a selling tool.
Environmental management in hotels
Authors: Kirk David
Published: July 2002

Reviews the development of environmental management, with specific
reference to its effects on service industries in general and the
hospitality industry specifically. The impact of environmental
management on the hospitality industry was tested using a postal survey
of hotel managers. The likely effects of environmental management on the
hotel were determined.
Information technology and the independent hotel – failing to
make the connection?
Authors: Main Hilary
Published: July 2002

Reviews the current uses of IT in the independent sector of the
hotel industry by means of a survey in south Wales in 1994. Reveals that
only 50 per cent of this sector uses IT and that use is essentially
clerical. There are some inherent demographic factors creating a
barrier, and a potential market for suppliers of hardware and software
in the independent sector which is, so far, not met. Concludes that
education, training and advice in the application of IT for independent
hotels is urgently needed to compete in the “information
age”.
The balanced score‐card: short‐term guest or long‐term resident?
Authors: Brander Brown Jackie , McDonnell Brenda
Published: July 2002

One recently developed performance measurement method which may
prove more effective for hotel management is that of the “balanced
score‐card” – which aims to give management a
“comprehensive but quick” view of their organization′s
performance. Investigates whether the “score‐card” may
represent a long‐term solution to the “superior performance
measurement method” the hotel sector is apparently looking for
– or whether it is more likely to be just a short‐term, passing
fad?
Environmental policy in the hotel sector: “green” strategy or stratagem?
Authors: Brown Margaret
Published: July 2002

Illustrates alternative “green” strategies to indicate possible reactions of the hotel sector to the environmental issue and the extent of the “greening” process on the control system. Discusses the results of a questionnaire survey into the environmental standing of an hotel and the control system used to appraise the hotel manager. Analysis is based on comparison of hotel managers operating with an environmental policy and those managers operating without. Tentative conclusions drawn would indicate that although a number of companies have adopted an environmental policy, in general, the hotel sector is not taking a proactive approach to environmental concerns.
Challenges for hospitality and tourism operators: a North American perspective
Authors: Prabhu Sridhar
Published: July 2002

Identifies five main themes from the articles published in the Cornell Hotel and Restaurant Administration Quarterly during a five‐year review period from 1990‐1995. The theme areas (hospitality training and education, human resources and organizations, restaurant and food service operations, hotel operations and development and travel and tourism management) serve to identify some of the main challenges that hospitality and tourism operators are currently facing.
Clusters and gaps in hospitality and tourism academic research
Authors: Ingram Hadyn
Published: July 2002

Content‐analyses the academic entries in the WHATT‐CD International Hospitality and Tourism Research Register using four broad categories ‐ general management issues hospitality, tourism, and current or “hot” research issues. Identifies clusters of research interest within these categories and identifies “gaps” in the form of relatively unexplored research topic areas.
Integrating operational and financial perspectives using yield management techniques: an add‐on matrix model
Authors: McEvoy Bernard J.
Published: July 2002

Yield management (YM) tends to emphasize revenue management, which is understandable, given the capital intensive nature of the hotel industry. To evaluate these strategies profitability or return must be assessed, together with management performance or efficiency, in the context of the level of risk to which the investment is subjected. Provides a two‐step matrix model with which hotel owners and operators can evaluate their yield management strategies and quantify their effectiveness.
Hotel general management: views from above the glass ceiling
Authors: Maxwell Gillian A.
Published: July 2002

Looks at the principal causes and consequences of the promotion to what can no longer be viewed as a complete vacuum: women in positions of general management. Focuses on the views of four female general managers in different international hotel groups. From an analysis of their experience and views concludes that potential for women holders of these senior positions is significant, though the industry appears unwilling to make specific “concessions” to use this largely latent labour resource.
Using the contribution margin aspect of menu engineering to enhance financial results
Authors: LeBruto Stephen M. , Ashley Robert A. , Quain William
Published: July 2002

Managing food service operations to achieve a specific food cost percentage has long been a fundamental principle of the restaurant business. Management bonuses and other rewards are often based on achieving these predetermined goals. Available tools such as menu engineering and contribution margin, although sound in theory, are not frequently used. Demonstrates the use of menu engineering and contribution margin concepts in terms of customers served. Concludes that the goal of any restaurant should be to apply marketing techniques based on menu engineering and contribution margin concepts in order to achieve the highest possible financial results.
Trends in hospitality: academic and industry perceptions
Authors: Costa Jorge
Published: July 2002

Reviews articles published during 1996 in the International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management, Tourism Management and Travel & Tourism Analyst. Compares the central themes arising with those identified by a sample of hotel managers working in the UK and in Portugal, with particular reference to aspects of organizational performance. Compares and contrasts themes identified by academics and practitioners with reference to environmental scanning as a supportive process for trends identification and for strategy and decision‐making purposes.
Performance management: processes, quality and teamworking
Authors: Ingram Hadyn
Published: July 2002

Reviews journal articles and worldwide hospitality and tourism trends research entries relating to three themes: business performance and performance measurement, process and quality improvement and teamworking. Draws on generic and industry‐specific material to identify “best practice” approaches adopted in other industries that might be applied in the context of hospitality and tourism settings.
Hotel market trends in the UK
Authors: Ward Trevor
Published: July 2002

Assesses changes occurring in the UK hotel market during 1997 and relates these to current and predicted future developments. Identifies the key issues affecting supply and demand, competitive success and likely impacts and influences on the UK market during 1998.
Introducing EPOS in Bass Taverns: a report of the case and an exploration of some of the issues
Authors: Baker Michael , Wild Martin , Sussmann Silvia
Published: July 2002

IT projects frequently fail, and many of those which survive do not deliver all they promise. In this paper, the authors discuss factors affecting the success and failure of IT projects and raise a number of questions. They report on a successful IT project at Bass Taverns, and see how this case study sheds light on the questions raised.
Sexual harassment issues in the hospitality industry
Authors: Gilbert David , Guerrier Yvonne , Guy Jonathan
Published: July 2002

Sexual, racial and other forms of harassment may create a devastating impact on individuals affected and can lead to severe loss of morale and efficiency. Examines issues surrounding this sensitive area which relate to legal definition, organisational policies in general and the hospitality industry specifically. Provides evidence of the current views on sexual harassment of hospitality industry personnel directors. Examines issues of hospitality service staff, encouraged to sell “sexuality” or “flirt” as a job requirement.
Profiles of successful restaurant managers for recruitment and selection in the US
Authors: Emenheiser Daniel A. , Clay Joan M. , Palakurthi Radesh
Published: July 2002

Today’s successful restaurant manager needs to possess a diversity of talents, abilities, and skills. Presents profiles of successful managerial recruits for quick service, midscale and upscale restaurants in the US. Factor analysis was used to reduce the number of attributes and traits that were identified for being a successful manager in the restaurant industry. Seventy‐two success attributes and traits were reduced to 12 identifiable components. The components’ relationships with the demographic factors were then studied using Chi‐square tests. Profiles for being a successful manager in quick service, midscale and upscale restaurants were developed.
Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors
Authors: Buhalis Dimitrios , Main Hilary
Published: July 2002

Small and medium hospitality organisations (SMHOs) are increasingly recognized as pivotal in the ability of destinations to benefit from tourism as well as to satisfy tourism demand. However, it is recognized that they are often marginalized from the mainstream tourism industry, owing to their inability and reluctance to utilize information technologies (ITs). This paper is based on research undertaken in peripheral SMHOs, located in rural Wales destinations, Alpine French resorts and the Greek Aegean Islands. It explores the factors determining the adaptation of ITs by examining the stakeholders of small hospitality organizations, as well as the push and pull factors they exercise. It also illustrates a number of catalysts for ITs penetration and future trends in the hospitality industry, e.g. disintermediation and mass customization. Argues that SMHOs which fail to adapt and utilize ITs will suffer competitive disadvantages and jeopardize the prosperity of destinations.
Smoking in the restaurant industry: time for a ban?
Authors: Cuthbert Lynsey , Nickson Dennis
Published: July 2002

Recent speculation on whether the Government may seek to enforce a total ban on smoking in the UK’s bars and restaurants has reignited a long standing debate about the commercial impact of such a decision. Running alongside these considerations is the health and safety question and the possible harmful consequences for those working in smoky environments. Reports a small‐scale piece of research which compares the smoking arrangements found in several restaurants. The findings suggest that those restaurants already operating a total ban on smoking may actually be opposed to Government legislation, as this would remove from them a potential source of competitive advantage. Thus, the paper suggests that those restaurants which operate a total smoking ban may enjoy some commercial benefits, especially if the question of partially or totally banning smoking remains a voluntary one.
Sex crimes and tourism in Nepal
Authors: Brown Helen
Published: July 2002

Sexual offences are committed against women tourists in Nepal by men working in tourism. The authorities do not remove known offenders from positions of trust. Women who speak out suffer repeated abuse and trauma. Since complaints are disregarded, these offences are widely denied. Describes an activist strategy on the Internet to persuade the Nepalese authorities and travel industry to take effective steps against the abuse of tourists. The author’s Website raises awareness of the problem. It contained, first, an interactive form to protest to the travel industry and authorities of Nepal, now it carries a request for victims of abuse to make contact. Aims to oblige the Nepalese to make changes in favour of women’s human rights, which will give leverage to press for an end to sex trafficking.
The role of community in tourism studies
Authors: Sherlock Kirsty
Published: July 2002

An autobiographical discussion of using “community” as a framework to locate the impacts of tourism on a coastal town in Queensland.
Increasing brand loyalty in the hospitality industry
Authors: Tepeci Mustafa
Published: July 2002

Hospitality companies can increasetheir market share and growth rates by increasing their brand loyal customers. This is a more profitable approach than other marketing activities, such as price cuts or promotional programs. As a mature industry, the hospitality business must pursue market‐share gains, rather than market‐growth gains. Acquiring new customers is expensive becauseof advertising, promotion, and start‐up operating expenses. Besides, it is cheaper to serve current customers. This paper brings together the factors that contribute to brand loyalty in marketing literature and provides strategies to hospitality managers for increasing brand loyal customers.
Diversity management in practice
Authors: Gröschl Stefan , Doherty Liz
Published: July 2002

Presents the findings of a research project which analysed diversity management approaches, and in particular the ethnic minority policies of international hotel chains operating in San Francisco. The primary research was based on the work of Kandola and Fullerton (1994) and included questionnaires and interviews with seven human resource directors. The study did not intend to create a representative sample or to explore diversity management practices in general. It concentrated on gathering in‐depth data on hotels which were expected to have the most advanced policies and practices in the area of diversity management and equal opportunities. Most of the sample hotels implemented a “reactive diversification strategy” which tolerates, but does not expressly value, the diversity of a workforce. Therefore, many of the sample hotels could be categorised as plural organisations which focus on affirmative action programmes required by law and equal opportunity training. To achieve some of the benefits of diversity promoted by supporters of diversity management, the hotels would have to change from plural to multicultural organisations which foster and value cultural differences.
Promoting organizational effectiveness by defining managerial conduct
Authors: Ghiselli Richard , Ismail Joseph A.
Published: July 2002

In executing their duties, food service managers are confronted with a number of situations that may challenge their integrity. Using vignettes this study attempted to gauge the ethical concerns that food service mangers have with potential responses to a number of difficult situations. The data suggest that actively addressing ethical issues early on in a manager’s career may be important. Also, in operations where there was a managerial code of conduct, there was some indication of greater ethical regard. While a code of conduct may not prevent managerial malfeasance, it provides to the members of the organization a guidebook which can form the basis of their decisions and actions.
Customer satisfaction and its measurement in hospitality enterprises
Authors: Pizam Abraham , Ellis Taylor
Published: July 2002

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross‐cultural issues that affect satisfaction.
Transportation’s role in the sole‐ versus dual‐sourcing decision
Authors: Tyworth John E. , Ruiz‐Torres Alex
Published: July 2002

Current studies indicate that buyers can improve lead‐time performance and reduce total inventory‐system costs by splitting orders between two suppliers. These studies, however, treat transportation only implicitly as an element of the cost of placing an order. This is an important limitation, because shipping costs increase disproportionately as the size of shipment decreases and typically comprise a sizeable portion of total logistics cost. Investigates the role of transportation in the decision to procure from either one or two suppliers. A state‐of‐the art model was first modified to treat transportation costs explicitly and then used to conduct 54 experiments to measure the gains or losses in total logistics costs under a variety of representative conditions.
Developing in harmony
Authors: Laurence P.D.
Published: July 2002

Discusses a recent practical experience of reconfiguring a logistics system in Europe. Begins by outlining the changing market boundaries and asserts that, whilst the trend is towards global manufacturing and a simplification of the supply chain and standardization of products, conflicts are arising with customers who want more tailor‐made products. In the light of this changing environment and new challenges, the paper looks at the company Energizer, the European arm of Eveready Battery. Suggests a number of recommendations for re‐engineering the supply chain of the company and outlines how this has affected the organisational structure.
The interdependence of inventory management and retail shelf management
Authors: Urban Timothy L.
Published: July 2002

Acknowledges that the effect of displayed inventory on retail sales is widely recognized in the logistics, marketing and operations management literature and has been empirically verified. However, neither the marketing literature (shelf‐space allocation models) nor the operations management literature (inventory control models) has appropriately modeled this effect. The displayed‐inventory news‐vendor problem is developed and analyzed, utilizing a simple model to illustrate the interdependencies between the inventory and space‐allocation decisions. The model is then extended to the multi‐item case, which can be incorporated as part of a comprehensive shelf‐management system.
Integrating the automotive supply chain: where are we now?
Authors: Towill D.R. , Childerhouse P. , Disney S.M.
Published: July 2002

Real world supply chains differ not only in their current standard of performance, but also in the most effective actions required to move each towards world class supply. A generic approach for the identification of the appropriate re‐engineering programmes based on the uncertainty circle principle is presented. A total of 20 European automotive supply chains have been analysed via a “quick scan” audit procedure. The output is a clear portrayal of the present “health status” of those supply chains. Some 10 per cent of these are performing at the present day level of “best practice”, with a further 20 per cent within sight of this goal. Specific re‐engineering requirements are identified for the remaining 70 per cent dependent on present maturity levels.
Logistics internships
Authors: Knemeyer A. Michael , Murphy Paul R.
Published: July 2002

Internships are an increasingly essential component of the educational preparation for the contemporary logistics major, and are often viewed as a “win‐win” situation for both the intern and their employer(s). Despite their growing importance, there has been limited discussion of logistics internships in either the practitioner or academic literature. In an effort to address part of this literature void, reports findings from surveys of students and employers with a particular focus on their differences concerning selected internship issues. Also discusses potential implications of the findings for various logistical constituencies.