bluuebunny/crossref_metadata_2025 huggingface dataset:
Identifying the perceived barriers to participation in tertiary education among hospitality employees
Authors: Barry O’Mahony G. , Sillitoe James F.
Published: July 2002

Reports on an investigation which identified a number of barriers which deter some hospitality industry employees from taking advantage of formal study opportunities. These barriers, which are categorised as informational, situational, financial, institutional or dispositional, need to be examined further if we wish to capitalise on those employees with existing skills in the workforce and develop them to their maximum potential in order to provide a highly educated workforce capable of supplying the standards of service required for continued growth within the sector. Among the implications of this study is a suggestion that tertiary institutions increase access for these potential students by modifying existing arrangements to cater to their special needs. In so doing, institutions might be able to increase the number of experienced industry personnel in their student population, thus enhancing their contribution to the future development of the industry.
Convenience carts: on course to provide food and beverage service
Authors: Clemenz Candice E. , Weaver Pamela A.
Published: July 2002

On course convenience cart service is an important component of a club’s food and beverage mix. Not only do convenience carts contribute gross and net revenues, but research shows that they are an expected amenity that increases members’ overall satisfaction with the golf experience. Factors that impact whether or not members purchase from convenience carts include the number of times they would like to be approached by the cart, tee times, age, and handicap.
Competing for Quality in Military Catering:
Authors: Giles Rodney , Sinclair Don
Published: July 2002

In the quest to ensure adherence to best practice throughout the Army′s
Catering Training Centre, the Army School of Catering enrolled in a
series of workshops towards a better understanding of Quality Assurance
and Control. Outlines the initial approach taken and describes how the
original thought of writing Unit Standing Operating Procedures was
turned into a full programme of accreditation under ISO 9001/BS 5750.
The accent is on the practical problems involved and how these were
overcome.
The Prudential Experience of Total Quality Management
Authors: Messenger Sally J. , Atkins Tony
Published: July 2002

Describes the “Way of Life” (WoL) Quality Improvement Programme, which was
an attempt by Prudential Assurance to improve its position in the
marketplace. The programme concentrated originally on the workplace
problems and tried to eliminate them. A four‐point strategy was
developed and mechanisms were installed to monitor progress. The project
has been very successful in terms of reducing unit costs, meeting
business targets and improving productivity and externally, Prudential
has been seen as a leader in the quality improvement field.
“A job well done”: hospitality managers and success
Authors: Peacock Martin
Published: July 2002

Looks at the different perceptions of success held by hospitality
managers, as gauged by a survey undertaken early in 1994. Analyses the
tensions between the various perspectives and relates them to their
institutional settings and the personal characteristics of managers.
Rather than developing an objective classification of
“success”, suggests that the variety and conflicts between
different perspectives should be recognized and acknowledged, and that
there is no one “correct” definition of good job
performance.
Change, opportunity and the new operations management curriculum
Authors: Johns Nick , Teare Richard
Published: July 2002

Outlines the changes which have occurred in the hospitality
business environment during the period 19901995 and reviews the
resulting changes in skills, attitudes and competences now required of
hospitality managers. It is important that these developments are
reflected in the hospitality operations management curriculum. Discusses
ways in which this might happen and discusses new curriculum styles and
teaching materials which aim to achieve this result.
The relative importance of hotels and airlines to the business
traveller
Authors: Gilbert David C. , Morris Lisa
Published: July 2002

Utilizes “critical incident analysis” to uncover
business traveller attitudes to current changes in business travel
policy. Examines the importance of flight and hotel arrangements as part
of the motivation and satisfaction of the business traveller. The
findings provide evidence of how the self‐esteem of travellers is
affected. Also indicates that a “good hotel” and additional
spare time are important factors which provide for higher levels of
satisfaction.
Sustainable tourism: the role of the small firm
Authors: Horobin Helen , Long Jonathan
Published: July 2002

Reports the preliminary findings of a study examining the relationship between issues of sustainable development and the operations of small tourism businesses. Indicates that detailed questionnaires were administered to owner managers of small tourism firms in the Yorkshire Dales National Park. States that the survey sought to establish information levels, attitudes towards sustainability, and action taken to protect the environment. Reveals that the research then sought to establish what characteristics of the firms and their owner managers might lie behind these. Suggests that although there is a lot of sympathy with the general principles of sustainability, there is general confusion around the term “sustainability” and even “environmental concern”. Reports a range of actions, but a lack of appreciation of how these might relate to a coherent business strategy, aggravated by a surprising lack of information, which is clearly something that needs to be addressed by the various public agencies in the field. Suggests that it may be possible to identify the characteristics of those business owners who are most likely to be receptive to the principles of sustainable tourism.
Selection for vocational courses ‐ a consideration of the viewpoint of graduate employers
Authors: Ineson Elizabeth M.
Published: July 2002

Looks at the selection criteria for vocational courses from the viewpoint of graduate employers. Asks the question: to what extent can the selection criteria for vocational degree courses reflect those qualities which are sought by subsequent employers of the graduate trainees? Questions graduate trainee recruiters to find out what was actually happening in practice.
Hospitality and tourism impacts: an industry perspective
Authors: Costa Jorge , Eccles Gavin
Published: July 2002

Reviews the activities of the European Union (EU) (1994‐95) and the published work of UK‐based associations, government bodies, analysts and consultants (1990‐95). Identifies the relative influence of the EU in gaining wider recognition for hospitality and tourism and industry research in tracking salary trends and the performance of hospitality firms among others.
Diverse developments in travel and tourism marketing: a thematic approach
Authors: Hu Clark
Published: July 2002

Reviews developments in travel and tourism marketing as reflected by articles published in the Journal of Travel and Tourism Marketing over a four‐year period from the journal’s inception in 1992‐1995. Identifies five main themes (economic psychology, market segmentation and travel patterns, strategic marketing, technological advances and travel and tourism communications) and related subthemes that portray a pattern of diverse research and development relating to the practice of travel and tourism marketing.
Perspectives on tourism development
Authors: Eccles Gavin , Costa Jorge
Published: July 2002

Examines aspects of tourism development as reflected by articles published in: Annals of Tourism Research, Tourism Management and Travel and Tourism Analyst during 1995 (sustainable tourism, transport, new products and the future of tourism) and during the six‐year period from 1989‐1994 (social trends in tourism, tourism planning and the airline industry).
The future of the Northern Ireland accommodation sector
Authors: Wilson Mervyn D.J. , Roberta Smyth S. , Murray Anna E. , Black Margaret A.
Published: July 2002

The reawakening of the Northern Ireland tourism industry, in 1994, has developed a growing business confidence that international tourist levels will increase. Unfortunately, there is not a range of suitable accommodation either in standards or in number to cater for an influx of visitors. Examines the development of the accommodation sector in relation to the tourism industry of Northern Ireland. Highlights problems of the Northern Ireland accommodation sector and documents recommendations for future developments.
The new fasces* of the fast food market? The potential for consortia in pizza home delivery
Authors: Price Stuart
Published: July 2002

With the pizza food service market becoming increasingly polarized, the independent operators are operating in illiberal market conditions. Presents a taxonomy of competition within the food service market, and suggests that the independent operators could become a member of a consortia to help improve their position. Gives some of the results of a survey of independent operators, which indicates that there are mixed feelings concerning membership.
Trouble in the UK hotel sector?
Authors: Phillips Paul A.
Published: July 2002

Understanding the key forces of supply and demand within a competitive environment is essential, if one aspires to obtain and sustain competitive advantage. Unfortunately, the growth in the UK hotel sector has not been matched by the provision or detailed analysis of information sources. Typically supply‐side statistics are usually limited to room stock, whereas demand‐side statistics are usually confined to occupancy percentages. This results in only a limited interpretation and identification of changing supply and demand patterns in the UK hotel sector. Offers a novel approach which provides greater insight than traditional supply and demand statistics. The proposed framework is used to disseminate supply and demand data for the seven‐year period 1989 to 1995. The analysis suggests that the future for some hotel independents appears rather bleak.
UK hotel operators use of budgetary procedures
Authors: Jones Tracy A.
Published: July 2002

This article reports key findings from a comprehensive survey concerning budgeting within UK hotels. A postal questionnaire was sent to company finance directors. The results are based on 44 companies representing a 45.4 per cent response rate. It considered many aspects of budgeting policies and procedures such as: why they use budgets; who is involved in the process; for what time period they produce budgets; the use made of flexible budgets and zero‐based budgeting techniques; and how budgets are used in the control process. Key results indicate that the main use of budgeting was to evaluate performance and aid control. In producing budgets the bottom‐up approach was most commonly used, but not as widely as in the USA. Zero‐based budgeting and flexible budgeting techniques seemed under‐utilised. As 59 per cent of organizations did not review their budgeting policies and procedures on a routine basis it is possible organizations could be making better use of their budgets to aid the organization. It might also be possible that some theoretical techniques are not appropriate in an hospitality environment.
Hospitality certification: experiences in North America ‐ international implications
Authors: Birdir Kemal , Pearson Thomas E.
Published: July 2002

An in‐depth analysis of hospitality certification programmes was conducted. The study revealed important insights on certification demographics, development processes, certification paths, administration, benefits of certification, credibility and the future of certification programmes. It is found that developing certification programmes commonly involves a long and detailed process. There are serious obstacles in getting association membership to adopt certification programmes. Associations prefer to develop, and manage their certification programmes. Certification programmes seem to benefit both associations and members.
Comment: Australia and the small to medium‐sized hotel sector
Authors: Lee‐Ross Darren
Published: July 2002

The preponderance of small hotels in peripheral tourist locations is a universal phenomenon. This comment paper sets the scene for this special issue of IJCHM by analysing the small hotel sector in Australia. This sector shows many similarities with that of other countries, but in a somewhat more exaggerated form, which makes it possible to highlight some of the issues addressed by other authors, later in the issue.
Benchmarking: destination attractiveness and small hospitality business performance
Authors: Kozak Metin , Rimmington Mike
Published: July 2002

Examines the role of benchmarking within the small hospitality sector. Argues that there is considerable potential for improving service quality by this means, not only in the small businesses themselves, but also in tourist destinations, which often depend heavily on this sector. While benchmarking activity is growing in large organizations, there has been limited application among small hospitality businesses. Examines the reasons for this, and discusses how benchmarking, linked to external awards and grades, can offer advantages and bring about improvements in competitiveness for both small hospitality businesses and destinations. Consumers also benefit through clearer indication of the service likely to be offered, so that their service expectations are more likely to correspond with performance, and their satisfaction with the destination to be increased. Argues that external benchmarking needs to be directed by local authorities, so that it matches the destination’s planned strategic development.
Comment: benchmarking and best practice in the small hotel sector
Authors: Ogden Susan M.
Published: July 2002

This comment paper calls for a need to view benchmarking as a means to disseminate best practice in small hospitality organizations. Outlines the barriers to benchmarking in the sector and endorses the role and value of grading and award schemes as “external benchmarking” agencies.
Rural tourism in the Heart of England
Authors: Alexander Nicola , McKenna Angela
Published: July 2002

Although in many respects, the Heart of England region can hardly be called “peripheral”, it nevertheless displays many of the features of out‐of‐the‐way rural destinations. Describes the outcomes of a research project into training provision for the small rural tourism business operator. It has identified that the training and support on offer to the rural operator tend to be parochial, fragmented and unco‐ordinated. The research was instigated by Birmingham College of Food, Tourism and Creative Studies, a specialist in the provision of hospitality and tourism studies and ultimately aims at the development and implementation of a co‐ordinated training programme for this sector. By pointing up the poor quality of such provision in an essentially central location, the paper invites the questions: how much worse the situation must be in truly peripheral locations, and what action can be taken to improve the situation.
Corporate and national culture ‐ an irreconcilable dilemma for the hospitality manager?
Authors: Mwaura Grace , Sutton John , Roberts Diane
Published: July 2002

Attempts to establish whether the corporate culture of an organisation can be effectively transferred to a country where a strong national culture exists. Investigates the influence and effects of the national culture in the People’s Republic of China on the work environment and the employees of international hotel companies operating there. Uses the ITT Sheraton Corporation’s Great Wall Sheraton Hotel as a specific case study, but draws on other research conducted in similar joint venture hotel properties. Sutton (1995) demonstrates that hospitality operations in China are predominantly occidental, while both the labour force and the prevalent customer base are overwhelmingly oriental. Ahmed and Li (1996) argue that when different national and organisational cultural values come into contact, conflict tends to emerge. Evidence from both their researches suggests that the “marriage” between Chinese and Western organisations tends to precipitate numerous conflicts. Identifies and illustrates several aspects of Chinese culture which affect the assimilation of a “foreign” corporate culture, and concludes that a strong national culture can have major influences on what happens in the workplace.
Room occupancy rate forecasting: a neural network approach
Authors: Law Rob
Published: July 2002

In recent years, neural networks have become popular in the scientific and business fields. In the hotel industry, researchers have recently devoted attention to the application of neural networks to the classification of tourist segments and the prediction of visitor behaviour. However, no previous attempt has been made to incorporate neural networks into hotel occupancy rate forecasting. This paper reports on a study about applying neural networks to the forecasting of room occupancy rates. The significance of this approach was tested with actual data from the Hong Kong hotel industry. Estimated room occupancy rates were compared with actual room occupancy rates. Experimental results indicate that using neural networks to forecast room occupancy rates outperforms multiple regression and naïve extrapolation, two commonly used forecasting approaches.
The importance of examining philosophical relationships between tourism and hospitality curricula
Authors: Chen Kuan‐Chou , Groves David
Published: July 2002

In an effort to understand the base differences between tourism and hospitality academic programmes, it is important to understand their philosophical relationships. Different types of philosophies will give rise to different orientations. The differential orientations often lead to conflicts. These conflicts are not usually understood in terms of basic philosophical differences, but are seen as a perceptual distinction. This translates to the real world in that many tourism and hospitality professionals have strong feelings about each other that lead to professional misunderstandings. These differences in philosophy also have important ramifications for curricula, course structure, or the instructional philosophies. The purpose of this article is to examine the philosophical relationships between tourism and hospitality academic programmes and their implications, especially for curricular design. This type of philosophical modelling will help obtain a better perspective on the design of courses that have a general thematic structure to improve the preparations programmes in tourism and hospitality.
A systems approach to performance measurement in hospitality
Authors: Southern Geoff
Published: July 2002

This paper demonstrates the value of a systems approach in considering performance management at an operational level in the hospitality sector. Systems concepts and techniques are applied in a hospitality situation, a hotel, to describe and analyse influences between subsystems. An operations management analysis framework is then used to consider the design of operating systems with specific reference to performance measures which drive, and perhaps support an organization’s competitive stance based on competitive factors. The paper promotes the importance of having meaningful and appropriate performance measures, related to service delivery system design, which create perception of organizational service quality.
Meeting quality and cost imperatives in a global market
Authors: Fawcett Stanley E. , Calantone Roger J. , Roath Anthony
Published: July 2002

The complexity, uncertainty, and diminished control found in global operations hinder the development of world‐class competencies. For example, as a firm rationalizes manufacturing, logistical challenges increase. As a result, cost advantages achieved through production sharing are often offset by higher logistics costs. This multi‐method explores the cross‐functional development of quality and cost competencies in an international production sharing setting. Overall, the study found that information and planning capabilities are vital antecedants to cost and quality competencies. The impact of cost on a firm’s performance is direct, while the impact of quality is indirect, through productivity enhancements.
A note on solutions to the  inventory model for gamma lead‐time demand
Authors: Tyworth John E. , Ganeshan Ram
Published: July 2002

Namit and Chen recently created two algorithms to solve the  inventory model for gamma lead‐time demand without using tabulated values. However, other less complicated solutions that do not require the use of tabulated values are currently available. This note demonstrated the relative simplicity of those solutions and discussed some practical considerations.
Logistics knowledge creation: reflections on content, context and processes
Authors: Stentoft Arlbjørn Jan , Halldorsson Arni
Published: July 2002

Outlines possible ways to question “what logistics knowledge is” and “how it comes about”, as a means to improve the craftsmanship in logistics research. The logistics knowledge‐creation activity is examined with respect to its content, context and processes. A framework distinguishing three levels of abstraction (philosophy of science, methodology and theory, and practice) is presented and discussed. This framework highlights some key issues to be considered when research in logistics and supply‐chain management is to be carried out. The implications of the paper should be considered as complementary to increased rigor and borrowing theories from other disciplines as a means to enrich the logistics discipline.
Process measurement
Authors: Ljungberg Anders
Published: July 2002

Presents a framework for the development of process measurement systems. The purpose can be described as reflecting a strong need for increased knowledge of the development of process‐oriented measurement systems for analysing the order process, as well as knowledge concerning the prerequisites for this development and the potential effects it can have. The research subordinated a systems approach together with elements of the actor‐based approach. The research area’s boundary spanning character required an interdisciplinary integration of knowledge. The research process encompassed an extensive study of the literature, as well as a field study and a major case study carried out in the form of action research. The author’s present occupation as a management consultant has also been important for the verification of the results presented. Presents an eight‐step model for developing a measurement system for a specific process. Special attention is given to the step of deriving and selecting the actual measures. The framework also includes a suggestion for measurement system, a process measure classification model and a discussion of the measurement needs of the process‐oriented organisation.
Restructuring, Privatization and Deregulation of Transport in
Poland
Authors: Rydzkowski Wlodzimierz , Barry Spraggins H.
Published: July 2002

Economies of former Soviet bloc countries are being radically changed
from state‐run to market systems. One of the major impacts of such
change is on the core logistical component of transport. Transport
enterprises and their clients are attempting to adjust to the rules of a
market economy. Attempts to delineate the difficulties arising from such
transition by examining the restructuring, privatization and
deregulation issues of transport in Poland. Examines specifically forms
of ownership, privatization regulation, Government passenger carriers
and international road transport. Concludes that research and education
must be initiated immediately in order to help formulate properly a
transport policy that will provide for an optimum national logistical
system.
International Supplier Selection:
Authors: Min Hokey
Published: July 2002

In an era of global sourcing, the multinational firm′s success often
hinges on the most appropriate selection of its foreign suppliers.
International supplier selection, however, is very complicated and risky
owing to a variety of uncontrollable and unpredictable factors affecting
the decision. These factors may include political situations, tariff
barriers, cultural and communication barriers, trade regulations and
agreements, currency exchange rates, cultural differences, ethical
standards, quality standards and so forth. Nevertheless, a vast majority
of the purchasing literature still focuses on the domestic aspects and
neglects international supplier selection research. Proposes multiple
attribute utility theory which can help purchasing professionals to
formulate viable sourcing strategies in the changing world marketplace.
A Two‐step Model of Influence in Group Purchasing Decisions
Authors: Wilson Elizabeth J. , Woodside Arch G.
Published: July 2002

Explores antecedents of individual influence in organizational
purchasing decisions made by buying centres. Proposes a two‐step model
whereby individual influence is a function of decision‐specific
variables such as expertise, interest and personal stake in the
decision. The decision‐specific variables are affected, in turn, by
demographic characteristics and psychological traits of the individual.
Proposes a new method which improves on past research; this method
allows for the assessment of influence as it is manifested in buying
centre decision making. The two‐step model is generally supported based
on the path analysis results.
Service Dimensions in the Buyer‐Supplier Relationship
Authors: De Toni Alberto , Nassimbeni Guido , Tonchia Stefano
Published: July 2002

Analyses the dimensions of service in the co‐operative buyer‐supplier
interaction and presents an interpretative scheme which links some of
the basic service management concepts with some critical aspects in the
current supply environment. On the basis of the results from a case
study of the Zanussi Appliances Company (Electrolux Group), examines the
dimensions of service in the co‐operative buyer‐supplier relationship.
Discusses the main organizational and operational implications.
Economies of Speed in Sea Transportation
Authors: Laine Jouni T. , Vepsäläinen Ari P.J.
Published: July 2002

Conventionally, shipping companies have invested in large ships to
achieve economies of scale. More recently, high speed ships have been
proposed as a means of achieving timely service for customers and
improving shipping performance. Yet another solution offered here is to
boost the cargo handling speed at port allowing for a higher number of
annual round trips. Both the cost efficiency and timeliness of shipping
service can be improved. The economic trade‐offs between the investments
in cargo handling and ship propulsion technologies are formally analysed
by taking the round trip frequency as the key to performance. The
theoretical analyses as well as the practical cases studied indicate
that investments in cargo handling technology, such as automation of
container terminal operations and hatchless self‐loading ships, have
indeed considerable profit‐making potential for shipping companies.
Other technology investment opportunities appear less promising: ship
propulsion due to energy consumption and environmental concerns; and
larger ships due to low customer responsiveness and risks of low capital
productivity.
Improved modelling of physical distribution
Authors: Murtagh B.A. , Sims J.W.
Published: July 2002

Describes a procedure for modelling the costs of production and
distribution between several production facilities with economies of
scale and many customers who are widely dispersed. The problem takes the
form of a large transportation problem on which is superimposed a cost
minimization problem involving variable production quantities. These
costs involve fixed costs for initiating production and variable costs
with diminishing returns to scale. Models the problem as a non‐linear
integer programming problem and then solves it using a recently
developed non‐linear integer algorithm. Describes two applications in
Australia and New Zealand and illustrates how comparison with a
mixed‐integer linear programming formulation shows a significant
improvement.
Consequences of economic transition on logistics: the case of Hungary
Authors: Chikán Attila
Published: July 2002

Summarizes the changes experienced in the field of logistics in Hungary, although most of the issues raised appear similarly in other transition economies in Central and eastern Europe (CEE), typically in the Czech Republic and Poland. Discusses the immediate logistics consequences and company‐level responses. Consideration of the essence and nature of these changes is a necessity for those who want to understand the region or want to do business there.
The elements of a successful logistics partnership
Authors: Tate Karen
Published: July 2002

Describes the elements of a successful logistics partnership. Looks at what can cause failure and questions whether the benefits of a logistics partnership are worth the effort required. Concludes that strategic alliances are increasingly becoming a matter of survival, not merely a matter of competitive advantage. Refers to the example of the long‐term relationship between Kimberly‐Clark Corporation and Interamerican group’s Tricor Warehousing, Inc.
The benefits and costs of JIT sourcing
Authors: Waters‐Fuller Niall
Published: July 2002

There is a relative dearth of literature which examines the implications for suppliers which deliver on a just‐in‐time (JIT) basis. Some authors suggest that there are significant benefits for both the buyer and the supplier through participation in JIT procurement, although there are other reports which claim that the suppliers are being forced to increase their stock holding. Reports on a series of semi‐structured interviews conducted with 18 Scottish‐based JIT suppliers. Claims the results indicate that those suppliers which were able to manufacture JIT themselves were, unless subject to substantial schedule instability, able to resist the transfer of inventory, while the non‐JIT manufacturers experienced an increase in inventory. Finds that all the suppliers had experienced an increase in their administrative burden, as a result of JIT delivery.
Russian language logistics terminology: an attempt at systematization
Authors: Rodnikov Andrei N.
Published: July 2002

Presents the Concise Dictionary of Business Logistics (CDBL) published in Russia in 1995. The CDBL with its 900 entries is both an A to Z reference work and a Russian language terminological glossary. Most of the entries are thoroughly cross‐referenced to provide complete coverage in inventory control, traffic management, insurance of commercial risks, waste recycling, storage techniques, mathematical foundations of logistics, etc. All the terms defined in the CDBL have English equivalents which have been grouped into an alphabetically arranged index of English terms. Makes an attempt to define some of the fundamental concepts of logistics (material flow, logistical channel, logistical chain). Raises the problem of translation of the logistics terms unique to the command‐directed economies.
Challenges to logistics development: the case of a Third World country ‐ Bangladesh
Authors: Abdur Razzaque Mohammed
Published: July 2002

The current trend of changes in global business is highlighting the importance of logistics in the development of Third World business and industries. Literature reveals that many of these Third World nations lack logistics facilities; the task of developing a good logistics system in these nations is quite challenging. Attempts to understand these challenges by looking at Bangladesh, a new entrant from the Third World in the globalization race. Based on a survey of the country’s logisticians, identifies five broad challenges facing logistics development in Bangladesh and proposes a schematic model that integrates efforts of, and inputs from, four sources to solve these problems. Argues that the proposed model is also adaptable in other developing nations.
US‐Japan distribution channel cost structures: is there a significant difference?
Authors: Pirog Stephen F. , Lancioni Richard
Published: July 2002

The Japanese distribution system is often accused of being inefficient and responsible for high consumer prices. Discusses some critical dimensions that make distribution appear to be less efficient in Japan than the US. An empirical study compares distribution costs at all levels of the channel in the two countries, including the costs of distributing industrial products, which are ultimately borne by the consumer. Provides evidence that cost structures are similar for the two countries. Discusses implications for distribution planners.
Supply‐chain management and time‐based competition: the role of the supplier association
Authors: Rich Nick , Hines Peter
Published: July 2002

Develops the concept of time‐based competitive strategies within the context of supply‐chain management. Explores the current interest in supplier integration as a source of competitive advantage in consumer markets and proposes that the Japanese influenced network sourcing model provides a method whereby the advantages of vertical integration can be achieved without reducing the flexibility of product and material outsourcing. A central feature of the network sourcing approach is the use of supplier co‐ordination and development, facilitated by a supplier forum known as a supplier association. These associations represent a series of linking pins, extending from the focal purchasing organization, whereby the joint determination of supply chain improvements can be formulated and shared between a focal customer organization and entire groups of suppliers. Argues that the successful exploitation of these associations is a major pillar in developing and sustaining continuous improvement on a supply‐chain scale, where the efforts of each and every supplier are aligned to the changing requirements of the consumer market.
Supply and stocking systems in the UK car market
Authors: Kiff John S.
Published: July 2002

There can be no doubt that distribution, in the widest sense of the word, is operating in a rapidly changing environment in the UK new car market. In particular, the supply and stocking systems for new vehicles have been subject to greater change since 1992 than at any time in the past and, it must be emphasized, this change is still ongoing. There has been very little academic research on distribution generally and some of the points drawn from this work in the automotive industry may have viability in other contexts with suitable localization. Summarizes the research carried out in the UK by the International Car Distribution Programme. Shows that some franchises have instituted revolutionary changes while others are more evolutionary. Some would seem to have carefully considered philosophies and strategies while others appear to have more of a “me‐too” approach. Many franchises have introduced central‐stocking systems as the first step in trying to make their supply systems leaner and they have achieved both an increase in customer matching (customers actually getting the exact specification of car that they wanted) and a decrease in stock and costs. Those already operating such systems are making them more sophisticated as time goes on. During the fieldwork for the research some systems had received major updates and others were due to occur in early 1995. There are many different approaches and in the research they have been classified into broadly similar types. The systems operated by some franchises are already pan‐European while others are confined to the UK with continental markets operating traditionally. In addition, wholly new approaches and systems are in the process of being introduced ‐ such as one specialist manufacturer who has introduced a “supply to order” policy. The improvements in distribution efficiency have the potential to provide savings typically of about £150 (but up to £360) per new car sold to the franchise as a whole. In addition there are unquantified benefits from the considerable improvements in customer satisfaction. Part of such savings can be realized by the dealer and part by the manufacturer. Some franchises had already realized large proportions of these savings and benefits before this research took place while others still have opportunities ahead of them and could yet achieve the sort of amounts suggested above.
Customer service in physical distribution: a utility‐function approach
Authors: Bookbinder James H. , Lynch Maureen E.
Published: July 2002

Decision analysis in management science employs concepts from economics such as utility functions and indifference curves. A utility function U models the “satisfaction” that a customer obtains from logistics service. Here U depends on two attributes (lead time, fill rate) whose values more directly represent customer service. The shipper can, at additional cost, improve either or both of these attributes. Constructs and maximizes various utility functions U given a total budget B for distribution service. Finds that without increasing the budget overall logistics service can often be improved from the customer’s point of view. Whether U is additive or multiplicative, a customer’s utility resulting from the optimal lead time and fill rate is typically 20 per cent higher than when those attribute levels are set intuitively (without reference to customer preferences and tradeoffs expressed by U). Gives some introduction to decision analysis (certainty equivalent, risk aversion, …) to aid in understanding the functional forms employed for U and methods of solution, rendering the paper more self‐contained.
Determining warehouse number and location in Spain by cluster analysis
Authors: de la Fuente David , Lozano Jesús
Published: July 2002

The aim of the present article is to decide the ideal number of warehouses for a food manufacturer in the north of Spain (Asturias) for the year 2000, and their ideal location in the Spanish Peninsula by cluster analysis. The stages followed are to comment first on the underlying assumptions of the study, then on the methodology and the structure of the program developed to solve the problem, as well as on their input and output files. How the cluster and cost are calculated is discussed and finally the solution to this real case is provided.
Transport education in Canada: a contrast
Authors: Ruppenthal Karl M.
Published: July 2002

Provides a comparison of the transportation‐logistics education situation in Canada with the more gloomy one in the USA.
Evaluation of alternative logistics operations for the national supply of an imported bulk commodity
Authors: Gilmour Peter
Published: July 2002

Describes the analysis of the logistics system of a supplier of anhydrous sodium sulphate to the Australian market. This examination considered the total cost and customer service implications of the present supply of this bulk product from one Canadian and US west coast source, its unloading at three Australian ports and subsequent distribution to customers in major Australian markets. Examines a number of options for restructuring anhydrous sodium sulphate logistics including the use of a single inbound port and the establishment of a single centralised distribution centre. In addition to these major structural options, examines a number of possible improvements which could be applied to any of them: the installation of a centralised national order processing operation; the reduction of national inventory holdings; changes in the terms of trade; modified relations with distributors; and improved interrelationships with customers. Uses a spreadsheet model to examine these options.
A multi‐objective logistics model for a capacitated service facility problem
Authors: Jayaraman Vaidyanathan
Published: July 2002

There have been numerous extensions of the maximum covering location problem that has been developed in the last decade to deal with facility location. Most of the research, however, addresses a single attribute or objective. In the case when a single criterion such as minimizing average response time to access a service facility is insufficient to address the interests of the decision maker, multiple objectives must be employed. Qualitative factors like customer service and market demand as well as quantitative factors like distribution and operating costs need to be appropriately weighted and used in a mathematical programming model. We develop a multi‐objective model for a service facility location problem that simultaneously sites facilities and allocates demand for products from different customer zones. We apply this model to “real‐world” data and show the practical advantages of using this model to solve capacitated service logistics problems.
Service priorities in small and large firms engaged in international logistics
Authors: Pearson John N. , Semeijn Jake
Published: July 2002

Surveys the importance of logistics services attributes to small and large international shipping firms (shippers/sellers). It appears that service priorities of international shippers are consistent with the findings of previous (US domestic) carrier selection. Reliability, transit time and cost rank in the same order for small and large firms. Significant differences exist with respect to small versus large firms concerning carrier considerations, forwarding services, shipper considerations and electronic data interchange. These results are discussed and implications for both small and large international shipping firms are formulated.
The uncapacitated multi‐period facilities location problem with profit maximization
Authors: Canel Cem , Das Sidhartha R.
Published: July 2002

The literature on the facilities location problem is quite extensive with a wide variety of solution methods for addressing these problems where the objective is cost minimization. Develops a branch and bound algorithm for solving the uncapacitated, multi‐period facility location problem where the objective is to maximize profits. The solution method uses a number of simplification and branching decision rules to solve the problem efficiently. Extensive computational results on the algorithm’s performance are provided. The results indicate that the algorithm provides optimal solutions in substantially less time than LINDO.
A payback model for radio frequency in warehousing
Authors: Adenso‐Díaz Belarmino , Gascón Fernando
Published: July 2002

In spite of the wide experience already developed in the field of internal logistics using radio frequency, many companies are wary of its implantation due to the fact that the benefits of this technology are not easily quantifiable in most cases. Develops a detailed discounted payback analysis of the cash flows associated with the implementation of radio frequency, presenting a table with the needed payback periods depending on the size of the warehouse.
Logistics of materials handling methods in high rise in‐situ construction
Authors: Proverbs D.G. , Holt G.D. , Love P.E.D.
Published: July 2002

Results of an international investigation concerning the selection of materials handling methods for high rise in‐situ concrete buildings by contractors’ planning engineers in France, Germany and the UK are presented. Findings indicate that materials handling methods differ in each international location. Tower cranes still dominate for high rise in‐situ concrete buildings, although contractors will also frequently utilise concrete pumps in conjunction. Company size has little impact on the materials handling method selected. Eight predominant (construction method) selection factors are identified, and ranked for each international group of contractors. Statistically, the rankings are shown to be almost the same for each country. Relative costs, speed of construction, and site safety are the principal selection criteria. Correlation analysis reveals a degree of association between the selection factors.
Achieving service excellence – measuring the impact of leadership and senior management commitment
Authors: Prabhu Vas B. , Robson Andrew
Published: July 2002

This paper considers the relationship between leadership strategy and practice and operational performance within the service sector, identifying significant associations between various measurements with respect to an organisation’s theoretical world class status, size (as defined by number of employees) and sector. The paper identifies business‐wide strengths in practice and performance and areas where “across‐the‐board” improvements can be made. Empirical evidence is provided using data collected as part of a region‐wide study within the North East of England. A number of issues specific to the achievement of service excellence are addressed.
Reinforcing professional self‐management for improved service quality
Authors: Brightman Baird K.
Published: July 2002

To improve organization performance and service quality, managers will want to pay attention to the major drivers of professional satisfaction and effectiveness. By providing focused professional assessment and self‐management programs throughout an organization, managers can make a balanced investment in the satisfaction of their employees and customers.
Developing a quality index for US airports
Authors: Rhoades Dawna L. , Waguespack Blaise , Young Seth
Published: July 2002

This paper addresses efforts to design a quantitative index of characteristics and factors that comprise quality in airport facilities and operations from the perspective of all airport service customers including airlines, airport tenants, airport service operators, and consumers of airline and air cargo operations. The results of an initial survey of airport directors and consultants have identified 12 broad factors that, in their view, most affect the quality of airport operations. These factors include parking, capacity, ground transportation, shopping and restaurant services, and waiting area considerations.
Building people and organisational excellence: the Start service excellence program
Authors: Hesselink Martijn , van den Assem Frits
Published: July 2002

One of the largest companies for temporary labour in The Netherlands, Start, is implementing a service‐culture‐change program. This so‐called service excellence program has been initiated to help the organisation to become one of the leading companies in Europe with respect to service behaviour and service culture. After a short introduction of the company and the current situation in the Dutch labour market, this paper describes the reasons for adopting this program and how it is being implemented.
Customer Retention at Milliken
Authors: Cottrell Susan J.R.
Published: July 2002

Describes how Milliken embarked on its pursuit of excellence in customer
satisfaction. Its main means of doing this is by an annual customer
survey carried out by an independent firm of consultants. Outlines the
lessons learned since these surveys were started in 1985. This includes
the importance both of internal customer‐supplier relationships and of
relationships with external suppliers.
Total Quality Customers
Authors: Choppin Jon
Published: July 2002

Provides definitions of total quality and suggestions on how it can be
implemented, considering how all customers (both internal and external)
and members of the organization will be affected. By means of an amusing
dialogue concludes that TQM ought to be managed through employees.
How to Waste Money Measuring Customer Satisfaction
Authors: Adamson Colin
Published: July 2002

Discusses the problems of customer satisfaction surveys, namely that
hardly any department other than marketing receives the data collected;
questionnaires are biased towards positive answers and are merely a
political exercise – they are handed out by different departments and
sent out too regularly. Enumerates a number of programmes to stamp out
dissatisfaction and concludes that the team which collects and analyses
the data should present the line manager with a range of solutions.