bluuebunny/crossref_metadata_2025 huggingface dataset:
Towards a Branchless Banking Society?
Authors: Prendergast Gerard , Marr Norman
Published: July 2002

The increasing provision of self‐service technologies such as automated
telling machines (ATMs) in retail banking means that customers now have
a variety of means of carrying out their banking business In many cases,
the functions of these technologies overlap with the functions of the
bank branch. Seeks to determine the form and function of the retail
bank branch network in New Zealand, in the presence of these
self‐service technologies, to the years 2000 and 2010 To achieve this
objective, a Delphi study was conducted with leading experts from both
banks and technology supplying companies The results indicated that in
the short term the bank branch in its current from will remain very
important. In the longer term, while the bank branch will still be very
important, one can expect a reduction in numbers In part this reduction
will be caused by the availability of remote banking technology which
reduces the need for the bank branch The main city centres will supply
customers with staffless branches – a branch which is dominated by
self‐service technology In branches which are still dominated by human
staff, tellers will become salespeople armed with platform automation,
i.e. personal computers which both themselves and customers can access
to in order to obtain product profiles and other information
Self‐service technology in the branch “vestibules” will also become
widespread Given these findings, banks will need to monitor
continuously, in terms of profitability and customer service levels, the
human/technology mix in their branches In addition, banks will need to
recognize and reward front‐line staff who display selling skills.
Women Managers in the Retail Industry
Authors: Brockbank Anne , Airey Yvonne
Published: July 2002

Reports the findings of a combined survey of 16 large retailers, using a
postal questionnaire and personal interviews. Researchers sought
information regarding the proportion of women holding senior management
positions and the approach and attitude of retail companies to the
advancement of women. Results reveal no shortage of goodwill towards the
provision of equal opportunities for women, with many responding
companies actively pursuing policies aimed at improving the gender
balance of their workforce. Findings suggest that non‐food retailers are
likely to have more senior women than food retailers. Senior women
interviewees confirmed that working conditions in retailing were a
factor in the statistics, but they suggested that negative attitudes
from staff and customers also play a part. The isolation of lone senior
women was confirmed by personal interviews, and in‐company mentors were
identified as a possible help in that regard. The problem of balancing a
family and career remains while store managers are believed to be
omnipresent.
The Impact of the Recession on Retailing Management Decisions and
Performance
Authors: Walters David
Published: July 2002

Reviews the activities of large retailing companies during the period
1991‐93. Identifies their strategic and operational responses to the
economic situation prevailing at that time. Conducts the review using a
financial model of a typical retailing business, within which a number
of strategic and operational scenarios are proposed. Concludes that
expansion continued by those companies who remain confident in the
acceptance of the “offer” and where the risk was contained. Retailers
were also active in consolidation and productivity activities.
Managing Tenant Mix in New Shopping Centres
Authors: Kirkup Malcolm , Rafiq Mohammed
Published: July 2002

The tenant mix of a shopping centre is recognized widely as a critical
determinant of marketing and financial success. For new shopping centres
the early development of a strong tenant line‐up is particularly crucial
as these centres endeavour to establish their market position and market
share. Recent environmental changes, however, are having a major impact
on lettings and are presenting significant problems for the development
and management of tenant mix in new in‐town centres. Highlights the
importance of tenant mix, and shows how a high proportion of new in‐town
centres have been struggling recently to secure the desired quantity and
quality of lettings, in the face of increasing competition, reduced
property demand, and in some cases scheme‐design deficiencies. A case
example of tenancy development in the early stages of growth for one
centre is analysed in detail to observe some of the difficulties, noting
slow rates of growth, fluctuating occupancy levels, high rates of tenant
failure and variations in merchandise mix. Concludes with a discussion
of the implications for centre marketing and management.
A Framework for the Introduction of a Process of Quality Improvement in
Retail Organizations
Authors: Dale Barrie G.
Published: July 2002

Describes a framework which can be used by retail organizations in
planning the introduction of a process of continuous quality
improvement. The framework consists of four sections – organizing,
systems and techniques, measurement and feedback, and changing the
culture. Outlines the key features of these sections. Also outlines a
five‐stage process by which the framework can be used by the executive
management of any retail organization.
Bringing stores to shoppers – not shoppers to stores
Authors: Davies Gary
Published: July 2002

The way we think about retail location is dominated by the idea
that the primary role of the retail store or the retail centre is to
attract the shopper to the location. An alternative paradigm exists of
taking retailing to where there are people either at home or in crowds
and this is likely to become more important for a number of reasons.
Just because a crowd exists does not mean that the people in it can be
easily converted to being shoppers. A number of factors will determine
the likely levels of sales: the complementarity of the merchandise with
the primary activity being followed by the crowd; the ease with which
they can exit from that activity; the associated issue of how much time
they perceive is available to them; and the level of crowding. Discusses
two different examples of taking shops to “crowds”: the
development of airport shopping and vending machines. Develops a model
suggesting how retail sales might depend on the factors affecting
whether the members of the crowd become shoppers.
Grocery store saturation in the UK ‐ the continuing debate
Authors: Guy Clifford M.
Published: July 2002

Examines recent developments in the UK grocery industry, particularly regarding the location, size and type of new large stores. Shows that reductions are occurring in the volume of new development compared with the early 1990s. Suggests that this appears to be due to two factors: first, the approach of grocery store saturation in many areas; and, second, changes in government planning policy which are restricting the choice of locations suitable for new store development. Companies are now finding that investing in overseas ventures and/or refurbishing existing stores can be a more profitable strategy than developing new stores. Also discusses the influence of competition from limited line discount stores. Finally, states that saturation is essentially a local phenomenon, and that further research into store openings and closures at local scale is necessary to demonstrate its presence.
Measuring the effectiveness of town centre management schemes: an exploratory framework
Authors: Pal John , Sanders Emma
Published: July 2002

Town centre management as an activity has been in operation for over five years in the UK. A postal survey of town centre managers and local planning officers in northwest England and North Wales showed that few had any means of assessing the effectiveness of their schemes. Identifies reasons for failure to provide clear measurement criteria and outlines a three by three matrix to remedy this shortfall.
Commentary: Cities as service factories? Using the servuction system for marketing cities as shopping destinations
Authors: Warnaby Gary , Davies Barry J.
Published: July 2002

States that the importance of retailing to the vitality and viability of many town and city centres is widely acknowledged. However, the marketing of these locations to date has largely focused on tourism or inward economic investment. Identifies many of the factors to be considered in the definition of the “place” product, with particular reference to how urban centres can define their retail “offer”. Proposes an exploratory conceptual framework for the determination of the urban retail offer based on the servuction system.
Competitive strategies in Southern Europe: the case of Spanish retailers
Authors: Flavián Carlos , Polo Yolanda
Published: July 2002

This paper analyses the global evolution experienced by the retail food sector in Spain, taken as a model of a Southern European country. A detailed study is made of the main characteristics of the strategic behaviour patterns observed among the main firms operating in this sector during the period 1989‐1993. The tool employed to that end is strategic group analysis, developed within a dynamic perspective which allows us to test the structural stability of the identified strategic groups. Throughout the length of the study it is shown how the evolution experienced in the sector is concentrated in changes to the relative participation of previously existing trading formulas rather than in the appearance of completely new alternative strategies. In particular, attention is drawn to the decline in traditional establishments, the marked expansion of hypermarkets and the continuous strategic repositioning of large supermarkets.
Retail brands and the theft of identity
Authors: Davies Gary
Published: July 2002

The marketing of own brands is a feature of modern multiple retailing. Retailers can create brand image by advertising their own products or creating brand equity in their own stores and transferring such imagery to their physical products. The costs of branding to the retailer are approximately an order of magnitude lower than that to the manufacturers of brands sold via those same retailers. Despite their inherent advantage in managing brands, retailers have often chosen to ape the presentation of established brands. Affronted brand owners can sue under British law for “passing off”, but the protection offered appears limited to the idea of protecting the shopper from confusion, rather than the brand owner from unfair competition. Empirical evidence is presented as to how a “lookalike” brand can acquire the image of the established brand, leading to the challenge of a theft of identity. Whether changes to British law and the different legal situation in other countries takes account of this phenomenon is questioned.
Differentiation by design: the importance of design in retailer repositioning and differentiation
Authors: Doyle Stephen A. , Broadbridge Adelina
Published: July 2002

The importance of design as a composite in the strategic mix is often undervalued or ignored by retailers, yet it may present a significant competitive tool by which small/medium‐sized retailers can compete more effectively. Considers the significance of design factors to customers in influencing their perception of and satisfaction with a retail chain, and how recognition of these factors might serve to address differences in perception between the company and its customers and communicate a holistic message to those customers. Concludes that the holistic nature of design and its informed status could serve to achieve a more coherent offer to the customer, which takes cognisance of customer feedback, the competitive environment and the skills and resources available to the organisation.
Going shopping: key determinants of shopping behaviors and motivations
Authors: Roy Dholakia Ruby
Published: July 2002

Going shopping is a major source of relaxation as well as a household chore. Associated with females, the activity is under pressure due to time constraints, changing social roles and technological advances. In this paper, the impact of changing social pressures on going shopping is examined among married households. Key constructs are sex and shopping context which determine shopping responsibility among household members. Based on a large scale survey that included statistically viable numbers of male as well as female respondents, the study finds a great deal of consensus regarding shopping responsibility among the sampled households. Although men are playing a significant role in shopping activities, particularly shopping for household groceries, shopping remains a gendered activity but it is not a pleasureless activity. We conclude that the supermarket is likely to be the retail setting where the changing roles will make the greatest impact.
International retail franchising: an agency theory perspective
Authors: Doherty Anne Marie , Quinn Barry
Published: July 2002

International retailers are increasingly using franchising as a means of entering foreign markets. However, international retail franchising lacks a conceptual basis from which an explanation of the major elements of this activity can be generated. Agency theory and its major premises of information asymmetry, monitoring costs, moral hazard and opportunism, are introduced in an attempt to provide an initial effort at bridging this conceptual gap. The paper reviews international retailing and franchise research before explaining agency theory. A discussion follows on how agency theory can explain major elements of international franchise activity of retail firms such as the international retail franchise process and the operationalisation of the international retail franchise system.
Retailers’ financial support for town centre management
Authors: Medway Dominic , Alexander Andrew , Bennison David , Warnaby Gary
Published: July 2002

Investigates the role that retailers play in the cash funding of town centre management (TCM) schemes in the UK. The findings are drawn from a detailed questionnaire survey of town centre managers, and a series of interviews with retail business representatives. Reveals that although most TCM schemes attract some funding from retailers, the number who contribute is very low. Moreover, substantial financial involvement in TCM at a corporate level is restricted to seven major retail companies. It is also shown that retailers’ financial support for TCM can be classified into two basic types: “ring‐fenced” and “freestanding”. In conclusion, the implications of the relatively low level of retail funding for TCM are assessed, and some potentially useful areas of research are identified.
“We will be reached”: the use of mobile telephony among Norwegian youth
Authors: Ling Rich
Published: July 2002

This article examines the use of mobile telephones by teenagers in Norway. The data for this study are based on two sources; first they draw on qualitative interviews with a sample of 12 families with teenagers in the greater Oslo area. In addition, they use a quantitative study of a national sample of 1,000 randomly selected teenagers. The data show that it is boys, most often those who work, that own mobile telephones. The qualitative analysis shows that the motives for owning mobile telephones are accessibility, safety and micro‐coordination. In addition, the mobile telephone serves as a symbol of emancipation. Metaphors surrounding the telephone allow for discussions of status construction and identification.
A framework for understanding the emerging discipline of information systems
Authors: O’Donovan Brian , Roode Dewald
Published: July 2002

The debate about the emerging discipline of IS has been continuing at least since Banville and Landry questioned the possibility of “disciplining” MIS in 1989. Recent papers such as those in the book by Mingers and Stowell introduce fresh viewpoints and reopen the discussion along a new frontier. It would appear that an ontological framework to define a discipline could assist in making sense of what it is that information systems are all about. To this end, we develop a framework which derives from Heidegger’s concept of a regional ontology informed by the fundamental ontology of Dasein. This framework draws from Heidegger’s work and contends that a discipline also has Dasein’s kind of being. Following Heidegger, we arrive at a static model of a discipline in which the two constitutive parts are the cultural structure and the context of significance. A discipline is a totality, which emerges from and integrates these two components which are simultaneously irreducible to one another, and nonseparable in the whole. We then utilise Heidegger’s four ways of being, to show how change in a discipline can be incorporated in the framework. Finally, we reflect on how the framework could contribute towards the understanding of the discipline of information systems.
Boundary Disputes:
Authors: Bloomfield Brian P. , Vurdubakis Theo
Published: July 2002

Discusses the problematic nature of the boundary between the
“technical” and the “social” and its consequences in respect of
understanding the relationship between technological and organizational
change. Illustrates the argument using material drawn from research on
the implementation of a hospital information system and an R&D project to
develop a knowledge‐based system to assist the implementation of
strategic change.
Programmed Innovation? Trajectories of Change in Software Development
Authors: Quintas Paul
Published: July 2002

Explores the idea of trajectories of innovation in software development. Patterns of Innovation are analysed within social and institutional contexts, and within the context of changes in the ways computer technology is used. Three main trajectories of innvation in software development are discussed: technical change (e.g. languages, techniques, tools, methods); organizational and managerial change; and commodification (the substitution of packaged products for custom development). Sub‐trajectories are also described. Concludes that the scope and heterogeneity of software development activity has supported the formation of a number of different and competing trajectories which lead to quite different conclusions about the future of software development.
Confounding Effects of Construct Overlap:
Authors: Zmud Robert W. , Sampson James P. , Reardon Robert C. , Lenz Janet G. , Byrd Terry Anthony
Published: July 2002

Theoretical constructs serve important roles in facilitating information
and knowledge flows among, between and within information systems
researchers and practitioners. In order for the benefits of constructs
to be fully exploited, they must be appropriately applied and
operationalized. Describes a controlled field study, examining users′
satisfaction with a decision support system, undertaken to point out the
dangers of misapplying constructs and their measurement scales.
Particular consideration is given to the risks associated with the use
of general instruments in situations where more narrowly focused and
context‐specific instruments are preferred.
Converging paths to Notes
Authors: Karsten Helena
Published: July 2002

The nature of the information systems needed in a networked firm is not well known: nor is the process leading to particular solutions. Describes a small computer‐consulting company which works as a network of independent consultants, and analyses the slow and circuitous path from recognizing its IS/IT needs to its commitment to a particular solution as seven steps; using ideas of structuration theory as a focus. During the selection process, participants formed new interpretations of the firm, of technology, and of the appropriate process towards a feasible solution. New resources – both material and symbolic – were acquired to enable the search. Existing “norms” provided boundaries for the search process, but at times had to yield or be circumvented in order for the organization to reach a solution.
More than a failure? The computerized reservation systems at French Railways
Authors: Mitev Nathalie N.
Published: July 2002

Presents part of ongoing research into French Railways (SNCF) and the introduction of Socrate, a computerized reservation and ticketing system. SNCF bought Sabre from American Airlines in order to build Socrate; one of its aims was to transform commercial activities through the instigation of a new philosophy of selling, based on a technological investment, importing techniques, such as yield management, used in the airline industry. Seeks to understand the links between the strategic and political aims and the technical choices, as well as how actors interpret and appropriate technical tools. Argues that Socrate is an integral part of the problematic adoption of a new rail transport model based on the deregulated airline industry.
Hidden agendas, power and managerial assumptions in information systems development
Authors: Myers Michael D. , Young Leslie W.
Published: July 2002

A number of researchers have drawn attention to the way in which information systems development is an inherently political activity. Using the critical social theory of Jurgen Habermas, discusses the development of an information system in mental health. Using critical ethnography, reveals otherwise hidden agendas, power and managerial assumptions to be deeply embedded in the project. Raises broader questions about the extent to which information systems can be seen as “colonizing mechanisms”.
The nostalgia of virtual community
Authors: Gómez Ricardo
Published: July 2002

This paper presents a study on the uses of computer‐mediated communication (CMC) among non‐government organizations (NGOs) in Colombia. Using an interpretivist framework, a case study of perceptions of users of CMC in NGOs affiliated with the Association for Progressive Communication service provider in that country was carried out. The results of the study reveal that users have conflicting attitudes toward their service provider, and that contrary to claims in the literature, the constitution of virtual communities through CMC is a complex process that does not necessarily result in strengthening democratization and development.
Social control in information systems development
Authors: Nicolaou Andreas I.
Published: July 2002

Examines sources of control over information system development decisions. Although past research has examined sources of internal organizational control that were solely determined by technical/rational goals, this article analyzes the symbolic role of social institutions in exerting control over system development decisions. Three regulatory mechanisms, developed by institutional theorists, are used to explain how specific social institutions exert their control. The mechanisms of coercive isomorphism, mimetic isomorphism and normative isomorphism help illustrate the types of social forces that enhance similarity of systems across organizations. Three conditions also are identified which moderate these effects: dependence on external institutions having control over an organization’s resources; unclear performance standards for system development; and interaction patterns during development. These conditions imply that social control would differ greatly according to whether the major influences on the process of system development arise from within the organization or are imposed from external institutions. The examination of symbolic/institutional forces in system development is useful in both the evaluation of system effectiveness and the assessment of the “appropriateness” of managerial interventions in the process. Future research should empirically examine these manifestations of social control and their influence on system development decisions.
The fiction of methodological development: a field study of information systems development
Authors: Nandhakumar Joe , Avison David E.
Published: July 2002

This paper describes the findings of a field study that explores the process of information systems (IS) development in a large organization. The paper argues that traditional IS development methodologies are treated primarily as a necessary fiction to present an image of control or to provide a symbolic status, and are too mechanistic to be of much use in the detailed, day‐to‐day organization of systems developers’ activities. By drawing on the insights gained from this study, the paper outlines some implications for IS development methodologies. A secondary purpose of the paper is to illustrate the use of an “ecological” research approach to IS development as advocated by Shneiderman and Carroll.
The hotel financial manager – challenges for the future
Authors: Burgess Cathy
Published: July 2002

Recent reports focussing on the future of the global hospitality industry have identified that the key issues for management include the impact of new technology, a lack of availability of capital investment and increasing concern for the future of the environment. The hotel financial manager has emerged as being of major importance in maintaining the profitability of the unit and the company and plays an increasingly influential role as part of the management team. They must now identify the challenges for the future within their own working environment and develop the technological and personal skills necessary to manage in this new age.
An exploratory study of food and beverage training in private clubs
Authors: Barrows Clayton W.
Published: July 2002

Training in the hospitality industry has received relatively little attention and what has been published has focused primarily upon training in hotels and restaurants. This paper presents an exploratory study of training of line‐level food and beverage employees in private clubs in the USA. Through a series of focus groups, club managers’ approaches to training are explored concentrating upon training subjects, methods used and challenges associated with the training process.
The theming of tourism education: a three‐domain approach
Authors: Dale Crispin , Robinson Neil
Published: July 2002

Explores developments in tourism education to date, drawing on wider theoretical perspectives including the “McDonaldization” and the “Disneyization” of society. The article raises critical questions that tourism stakeholders need to acknowledge if tourism, both as an industry and as a field of study, is to sustain itself in the long term. To meet the evolving needs of stakeholders, this article proposes that tourism education should become more specialist in nature. The authors forward a three‐domain model of tourism education based on generic, functional, and product/market‐based themed degree routes. The article outlines a cost/benefit analysis of theming tourism education for the key stakeholders and puts forward an action plan for its implementation.
Evaluating the return from management development programmes: individual returns versus organizational benefits
Authors: Adams Debra , Waddle Catherine
Published: July 2002

Reviews the work published over the last ten years on the subject of the evaluation of individual and organizational learning. The emerging arguments are based on the proposition that the decision to provide training and management development is a strategic investment decision and as such is subject to an assessment of the benefits arising. These benefits are considered in terms of both “hard” benefits, such as impact on bottom‐line performance, as well as “soft” factors such as the measurement of the value of the individual learning experience. The practical application of the problem is based on the experiences of a major hotel group which has undertaken, over a period of the last two years, the development and implementation of a “virtual university” utilising a blend of delivery styles for management development courses. This project is ongoing in partnership with the International Management Centres Association.
Virtual tutoring in hospitality – a “learnt system” of professional practice
Authors: Bray Joseph
Published: July 2002

This paper reflects on the experiences gained through developing a partnership with the International Management Centres Association to deliver action learning programmes in a totally virtual environment over the Internet for alumni dispersed around the world and presents a framework to be used in development of future distance and action learning programmes at The Swiss Hotel Association Hotel Management School Les Roches. The framework is a culmination of two years’ work in implementing a graduate distance and action learning MBA degree programme for Les Roches alumni. The study, based on action research methodology, integrates the design and evaluative work with prior research, publications and subject‐related expertise in the context of leading a team in exploring ways of improving the design and functions of virtual tutoring.
Tourism policy implementation in mainland China: an enterprise perspective
Authors: Hanqin Zhang Qiu , Chong King , Jenkins C.L.
Published: July 2002

Examines tourism policy implementation in Chinese tourism enterprises. In general, all tourism enterprises indicated that economic‐oriented tourism policies implemented promoted the development of tourism in China since the adoption of economic reform and open‐door policy in 1978. Chinese tourism policies have established a legal framework for the administration, management and operation of tourism enterprises. This framework has covered almost all aspects of tourism industry. However, Chinese tourism enterprises also found difficulties in implementing some policies and regulations. Some regulations are too strict and do not allow the tourism enterprises to implement in accordance with their real circumstance. The study also suggests that tourism policy implementation in China has two different patterns in two different kinds of tourism enterprises. Further argues that tourism policy implementation in China is a “top‐down” and “trial and error‐correcting” model. These findings provide the important implications in studying the political dimensions of tourism, including tourism politics and tourism policy‐making process, particularly in the context of socialist countries.
You’re Stopping Me from Giving Quality Service
Authors: Sparrow John , Wood Gary
Published: July 2002

Quality initiatives need to be translated into actions by employees.
Highlights the importance of eliciting the knowledge and beliefs which
employees use to guide their decisions at work and argues that everyday
discourse (e.g. conversation, group discussion) is an inadequate basis
from which to unearth this information. Outlines a variety of
psychological techniques which can be used to help people “get at” their
own views. A study is reported which used situational interviewing and
the repertory grid technique to elicit the models which food servers in
the hospitality industry have of internal systems and procedures. The
“maps” which food servers have of service situations and colleagues reveal
areas for quality improvement.
Strategic management accounting
Authors: Collier Paul , Gregory Alan
Published: July 2002

Explores the use which is made of strategic management accounting
in the hotel sector through case studies at six major UK hotel groups.
Uses the definition of strategic management accounting –
“the provision and analysis of management accounting data relating
to business strategy: particularly the relative levels and trends in
real costs and prices, volumes, market share, cash flow and the demands
on a firm′s total resources”. The results demonstrate that the
accounting function in hotel groups is becoming increasingly involved in
strategic management accounting, both in planning and in ad hoc
exercises on the market conditions and competitor analysis. The
widespread adoption of strategic management accounting is consistent
with the open and relatively homogeneous nature of the industry and the
high degree of competitiveness among the hotel groups in the market.
Hotel managers’ decision making
Authors: Gore Julie
Published: July 2002

Examines some of the theoretical models of human decision making
derived from the field of psychology and considers some of the important
issues this raises for training in decision making. Discusses a small
selection of results from a fieldwork investigation, which examines
hotel managers′ cognitive decision‐making processes. Ends with a
discussion of possible suggestions for training in decision making which
utilize psychological theories.
Empowerment through delayering
Authors: Lashley Conrad
Published: July 2002

Reports on the study of changes to the management of a small group
of McDonald′s restaurants in Wales. The initiative removed one of the
levels of management and empowered both general area supervisors and
restaurant managers. Confirms the view that empowerment is personal and
individual, and that changes to working arrangements which claim to be
empowering need to consider both objective details of what the empowered
are now able to do and the subjective perceptions of the experience.
Convergence between sources of service job analysis data
Authors: Papadopoulou Anda , Ineson Elizabeth M. , Wilkie Derek T.
Published: July 2002

Indentifies the dimensions of a higher customer contact food and
beverage operative′s job as perceived by managers, supervisors and
operatives and examines within‐source and between‐source differences in
these perceptions. Uses two instruments, the repertory grid and the work
profiling system. Shows a number of distinct dimensions which are
defined in terms of the worker behaviours necessary for the job tasks to
be performed. Managers/supervisors and operatives generally agree on a
number of dimensions. Discusses variations occurring both with and
between groups and implications for the choice of sources of job
analysis data and the use of job analysis in a personnel selection and
training context.
International hotel groups
Authors: Burgess Cathy , Hampton Anne , Price Liz , Roper Angela
Published: July 2002

Hotel groups have expanded extensively over recent years, with key
players now operating on a global basis. Presents a critical evaluation
of the literature relating to the internationalization of hotel groups
and previous success studies and prescriptive strategic management
models in relation to multinational hotel groups. Addresses issues which
include the measurement of internationalization, overreliance of
profitability as a single measure of success and the dominance of
western business cultures. Forwards proposals for a research framework
designed specifically to investigate success in international hotel
groups and to emphasize the need for “holistic” approach.
Recognizes the need to research success using a multidisciplinary
framework.
Market segments of push and pull motivations: a canonical correlation approach
Authors: Baloglu Seyhmus , Uysal Muzaffer
Published: July 2002

Evaluates a technique which allows the simultaneous examination of push and pull motivations. The relationship between these two motivations for overseas pleasure travel has been studied for a German sample of 1,212 respondents. Argues that the information generated from this analysis could provide significant insight and marketing advantage when segmenting travellers, designing promotional programmes and packages, and in making decisions about destination product development.
Wages council abolition and small hotels
Authors: Radiven Nicholas , Radiven Nicholas , Lucas Rosemary
Published: July 2002

Reports on a project measuring the impact of the abolition of minimum rates of pay on pay rates and the methods used to determine pay in the hotel sector. Places emphasis on differences between small independently managed hotels and hotels operated as part of a nationwide chain. Following abolition, rates of pay have been found to have declined throughout the industry with the rate of decline more appreciable in small rather than group‐ operated hotels. Illustrates that the pay policy of small hotels was heavily influenced by the former statutory requirements and that as a result of their withdrawal, pay rates have fallen. Reports that a relationship between the criteria used to determine pay and pay outcomes also seems to exist. Also notes that group hotels take into account a wider range of factors than small hotels which place greater emphasis on internal considerations. Concludes that size and ownership of establishment as a structural characteristic impacts on pay levels and pay policy within the hotel sector.
Hospitality operations: patterns in management, service improvement and business performance
Authors: Teare Richard
Published: July 2002

Provides an overview of developments in hospitality operations management as reflected by articles published in: International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management, International Journal of Service Industry Management and Service Industries Journal during 1995 (business performance, customers and service improvement, operations and the curriculum, strategy and development) and during the six‐year period 1989‐1994 (structural relationships in hospitality and tourism, operations and business development, strategy and systems development, human resource development and quality improvements).
Environments, tourism and tour operators: 1985‐1995 in Central and Eastern Europe
Authors: Vospitannik Natalia , Litteljohn David , Arnot Robert
Published: July 2002

Examines the notion of changing environments and the strategic postures adopted by tour operators. Uses an example of UK outward‐bound tourism to Central and Eastern European states to illustrate just how hard it can be to classify events into convenient analytic categories. Concludes, following an analysis of essentially small UK tour operators to Poland, that it is more important to view the development strategic positions as reflecting highly in either in‐built organizational features (in this case émigré/cultural connections with the destination) or an experimental position, where strategy is modified by experience over a range of issues identified in the running of tours.
Responsive communication: the key to business development and service improvement
Authors: Bowen John T.
Published: July 2002

In conducting marketing analysis, planning, implementation and control, managers need information at almost every point in the cycle. One marketing executive put it this way: “…to manage a business well is to manage its future and to manage the future is to manage information”. Discusses the communication flows needed to manage business development activities effectively and relates them to practical illustrations and examples.
Matching the management of human resources to service operations
Authors: Lashley Conrad
Published: July 2002

Informed by research projects undertaken at Nottingham Trent, this paper discusses the different HRM practices of some operators in fast‐food restaurants. Outlines the nature of service provision and some key determinants of the service offer. These help to categorize the types of service offered to customers. Operational categories are also outlined and by using both a matrix is created which produces a series of four ideal types of approach to HRM management. These styles relate to the amount of employee involvement and participation in shaping the service encounter and therefore the kind of empowerment enjoyed by employees. Two case studies of well‐known fast food operators are used to demonstrate the ideal types identified.
Dominant actors in international tourism
Authors: Coathup David C.
Published: July 2002

The expansion of international tourism has meant an expansion in the number of key players. The airlines, tour operators, hotel chains can be called the facilitators ‐ those who make the travel possible. Then there are the motivators which stimulate the desire to travel and which are therefore more dominant than facilitators. These are education, the media, environmental management, governments and technology. Discusses their role in the development of the tourism industries.
Is recruitment the millennium time bomb for the industry worldwide?
Authors: Powell Sarah , Wood David
Published: July 2002

This interview with David Wood of the HCIMA highlights his belief that recruitment and staffing are going to be the big problems of the new millennium. With hospitality perceived as a low‐skilled, low‐paid industry, recruitment presents difficulties now. Education in the industry has changed dramatically emphasising the continued need to match training and learning with the real needs of industry.
Development of a profit planning framework in an international hotel chain: a case study
Authors: Graham Ian C. , Harris Peter J.
Published: July 2002

This article presents the results of a project undertaken to increase the effectiveness of decision makingat the property level in the Europe, Middle East, Africa division of an international hotel chain. The objective of the project was to provide the basis for a more informed approach to routine financialplanning and control decisions of property management teams with the aim of enhancing operational profitability. The techniques used to underpin the framework are evaluated in relation to their practical application in the decision‐making process and the rationale and method of implementation of the management development programme is explained.The framework was approved by the company’s management board for implementation throughout the division and feedback from property management and assessment of financial results suggest the approach has made a significant contribution to profit improvement.
Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage
Authors: Kivela Jaksa , Inbakaran Robert , Reece John
Published: July 2002

This article proposes a conceptual model that explains dining satisfaction and predicts post‐dining behavioural intentions. The model provides a reference framework for conceptualising and describing the effects of disconfirmation on individuals’ dining and post‐dining experience processes, and within which dining satisfaction research findings can be related, organised, and integrated to form a systematic body of knowledge. The resulting discussion reviews consumer satisfaction research to date and evaluates applications of the approach in customer feedback. The article concludes that disconfirmation theory has sufficient comprehensiveness by suggesting that dining satisfaction is a consequence of disconfirmation and that satisfaction with the dining event does lead to repeat patronage. Subsequent articles (Part 2) will report and explain the research design and analytical methods used in this study, and (Part 3) will report on data analysis and findings of the study.
Preferential segmentation of restaurant attributes through conjoint analysis
Authors: Koo L.C. , Tao Fredrick K.C. , Yeung John H.C
Published: July 2002

Conjoint analysis has emerged as a contemporary research technique to reveal consumers’ preference towards choosing a particular restaurant. Through some focus group discussions, a list of restaurant attributes was identified as important for restaurant‐goers in deciding where to dine. While the research was based on Hong Kong experience, the research technique can be generalised to restaurant choices in other countries. It is possible to segment the restaurant market by different meal purposes (i.e. family meal, business meal and tourists) and employee groups (i.e. service sector, hotels and floating restaurants). The concept of decentring was applied in the study to help reveal restaurant preferences as perceived by the respondents standing in the shoes of others.
Consumer research in the restaurant environment. Part 2: Research design and analytical methods
Authors: Kivela Jaksa , Reece John , Inbakaran Robert
Published: July 2002

In Part 1, a model of dining satisfaction and return patronage was developed and described. Based on extensive review of the relevant consumer behaviour literature the model was developed and underpinned by the disconfirmation and expectancy theory. As noted in the article, disconfirmation theory is widely accepted as an account of the process by which customers develop feelings of satisfaction or dissatisfaction, that is, when customers compare new dining experiences with some basis that they have developed from prior experiences. On the other hand, the assumption that a customer will weigh various restaurant attributes is based on expectancy theory. In the majority of studies using disconfirmation theory, expectations are formed according to customers’ pre‐experience beliefs and standards that they use to measure their purchase experience. These theories bring together the social, psychological and cultural concepts into four distinct groups of variables: input variables both internal and external, process variables and output variables (Lowenberg et al., 1979; Finkelstein, 1989). This paper is a continuation and explains: how the model of dining satisfaction and return patronage was operationalised, that is, how the research instrument was developed; how the sample size and survey procedures were developed and conducted; and how the selection of analytical procedures was conceived.
A conceptual framework of vulnerability in firms’ inbound and outbound logistics flows
Authors: Svensson Göran
Published: July 2002

The reason for this research originates from the time‐ and functional dependencies between firms’ activities and resources in supply chains. These dependencies cause vulnerability. The principal objective of this research is to conceptualize the construct of vulnerability in firms’ inbound and outbound logistics flows. The vulnerability construct of this research consists of two components: disturbance and the negative consequence of disturbance. This research is based upon a two‐phase process utilizing sequential triangulation. It is proposed that the vulnerability in the inbound logistics flows from sub‐contractors, and the vulnerability in the outbound logistics flows to customers, may be measured and evaluated by four principal dimensions, namely: service level, deviation, consequence and trend. In addition, a model of inbound and outbound vulnerability scenarios in supply chains is introduced for teaching and training purposes, as well as to position and compare the outcome of replication studies of vulnerability in firms’ inbound and outbound logistics flows.
Logistics needs qualitative research – especially action research
Authors: Näslund Dag
Published: July 2002

This paper describes how qualitative research methods, particularly action research case studies, can contribute to further advance and develop logistics research. The paper also describes limitations with the current dominance of quantitative (especially survey) research in logistics. However, the paper is not a pure criticism of the use of quantitative research methods in general or in logistics in specific. Rather, the argument is that it is necessary to use both quantitative and qualitative methods if we really want to develop and advance logistics research. Logistics problems are often ill‐structured, even messy, real‐world problems. Modern logistics is based on holistic and systemic thinking and uses multi‐disciplinary and cross‐functional approaches. Thus action research case studies are especially suited for an applied field such as logistics since they strive to advance both science and practice. This should also be reflected in published logistics research, which it is not. In order to change this situation, we first have to understand paradigms and their influence on how we approach and evaluate research. Second, we have to define what case studies in journal articles mean. Third, we need to develop criteria for evaluating action research case studies.
Problems of Food Supply Logistics in Russia and the CIS
Authors: Taylor David H.
Published: July 2002

Reviews the structure, characteristics and problems of food supply
logistics in the Russian Republic and other former Soviet states.
Examines the structural causes of food short‐ages, followed by a
description of changes in food supply systems since the introduction of
free market policies. The major part of the report is devoted to an
analysis of the logistical problems in the food supply chain from food
production, through processing, storage and transport.