bluuebunny/crossref_metadata_2025 huggingface dataset:
From rags to riches – creating and benefiting from the
fashion own‐brand
Authors: Moore Christopher M.
Published: July 2002

The UK retail fashion sector has been metamorphosed in the past
decade with the emergence of new UK players, increased foreign
participation and the reformulation of image, and buying strategies by
the established fashion retailers. In a market characterized by produce
with little generic differentiation, the fashion own‐brand has emerged
as the cornerstone of the marketing strategies of the major retail
fashion players. Involving representatives of 11 major UK fashion retail
companies, seeks to identify the mechanisms by which own‐brands are
created and maintained. Key ingredients identified include a sound
customer knowledge, the development of an own‐brand image representing a
discernible array of lifestyle images through brand advertising and
promotion. Also recognizes a cluster of important retailer benefits
attributable to own‐branding. Concludes with the assertion that
own‐branding is likely to remain a key aspect of the UK fashion market,
and questions the future for manufacturer fashion brands.
Department stores in troubled waters: a Singapore encounter
Authors: Chong Lynda
Published: July 2002

Focuses on the difficulties faced by department stores in Singapore. Losing their prominence as a favourite shopping concept this retail format will need to adapt quickly or further ground will be lost to foreign competitors and new retailing formats. Creative strategies include tighter cost control, more recreational value, better customer service programmes, market expansion and niche marketing.
UK supermarket location assessment
Authors: Clarkson Richard M. , Clarke‐Hill Colin M. , Robinson Terry
Published: July 2002

States that the choice of a store’s location is considered to be the single most important decision a retail organization has to make, and that location is seen as a critical factor of success. Reviews the literature on store location models and how grocery retailers in the UK assess store location sites in terms of site potential and the location models that they apply to these potential sites. Also develops and highlights issues of the use of existing store location models to geographical areas of Eastern and Central Europe.
UK retail graduates and IT competence ‐ a case of virtual reality?
Authors: Moore Christopher M.
Published: July 2002

Examines the nature and characteristics of information technology (IT) course development and delivery in retail degree/diploma programmes in the UK. While the effective utilization of information technology at both strategic and operational levels is recognized as crucial to the achievement of retailer competitive advantage, this research suggests that retail graduates’ IT knowledge and capability do not meet the expectations and requirements of many of their retail employers. Issues of lecturer inexperience, non‐availability of simulation software and an unwillingness on the part of retail organizations to share their resources and expertise has left many retail graduates with a superficial understanding of the integration of IT within a retailing context. A resolution to this situation can perhaps be best achieved through improved co‐operation between retail teachers and retail organizations, and from a fundamental reassessment of the methods in which retail and other vocationally focused courses are developed and delivered.
Distribution reform and labour productivity in China: an evaluation of performance and public policy
Authors: Chow Kong Wing Clement
Published: July 2002

The retail structure of the People’s Republic of China has been undergoing rapid changes since the implementation of the economic reform. Examines the socioeconomic factors which determine the performance of retailing enterprises measured by their sales per employee at the provincial level by using a data set of 30 provinces over eight years (1985‐1992). Obtains the following empirical results: per capita national income, stores per capita, average real wage and mobility are significant factors accounting for the variations in the performance; test statistics show that the implementation of the 1988 austerity programme has altered the retail structure significantly.
The impact of the changing marketing environment in the Pacific Rim: four case studies
Authors: Dibb Sally
Published: July 2002

Suggests that, with sound economic growth, a rising population and changing lifestyles, the Asia Pacific Rim offers an attractive trading environment for retailers and manufacturers. Reports that the trading environment in the region is somewhat diverse, so businesses wishing to take advantage of the opportunities on offer must have a flexible marketing approach which allows them to adapt to local needs. Considers a range of wider marketing environment factors which are shaping the trading conditions in the region. Provides case studies of retailer Yaohan, Hongkong Bank, manufacturer and retailer Giordano and food manufacturer Ajinomoto (which distributes its products from a wide range of outlets). Uses these to illustrate the impact of economic, political, cultural and demographic trends and to show how companies in the region are responding to these factors.
Retail market structure change: implications for retailers and consumers
Authors: Morganosky Michelle A.
Published: July 2002

A major trend in US retailing is the increasingly diverse array of retail formats available to consumers. Owing to the emergence of new retail formats, competition between retailers of all types is heightening. Uses data from two consumer studies, to illustrate the pervasiveness and complexity of consumer cross‐shopping patterns across various retail channels. Addresses the implications of this retail trend in terms of channel competition and competitiveness in the US market.
Retailing in the USA: an interpretation of current trends
Authors: Dunne Patrick , Kahn Robert
Published: July 2002

The failure to understand the mistakes of the past is causing many US retailers, with their “narrow areas of expertise”, not to commit sufficient resources to monitoring how changes in the demographic, technological, political, and economic environments have affected and will continue to affect their businesses. Seeks to address some of these changing trends in the retailing, consumer, and regulatory sectors and their impact on retailing in the USA today ‐ a reduction in the number of retailers, continued emphasis on expense reduction in order to achieve margin reduction, and the demise of the mid‐sized retail chain. In addition, examines how these current trends will affect US retailing in the future.
Retailers’ views of shopping centres: a comparison of tenants and non‐tenants
Authors: Prendergast Gerard , Marr Norman , Jarratt Brent
Published: July 2002

Builds on an article, which looked at tenant‐manager relationships in shopping centres, published by the authors in IJRDM, Vol. 24 No. 9. Using data from the same research project, this article compares the views of shopping centre and non‐shopping centre retailers. Despite many countries having seen a substantial growth in the number of shopping centres, not all retailers choose to locate within a shopping centre, and some retailers actively oppose shopping centres. A survey of clothing retailers in New Zealand showed that retailers in centres tended to have higher sales turnover than those outside centres. Retailers inside centres believed much more strongly that there are opportunities in locating within a centre. The main reasons for retailers not locating in centres were that the levels of rent are too high and the trading hours are too long.
The role of the buying function in airport retailing
Authors: Freathy Paul , O’Connell Frank
Published: July 2002

Airport retailing has undergone a series of significant developments over the last two decades and now occupies a central position in the revenue generating strategies of many airport authorities. This paper identifies briefly the factors that have prompted these developments before examining in detail how these changes have affected the role of buying within airport retailing. It outlines the buying and negotiating process common in many European airports and details the methods used for both buyer and supplier evaluation. It concludes that airport retailers have experienced a significant increase in their market power and the process of supplier negotiation has consequently changed to reflect this.
Fashion brand preferences among young consumers
Authors: Hogg Margaret Bruce Margaret K. , Hill Alexander J.
Published: July 2002

Although there has been some research into young consumers, for instance their approaches to product categorization; their decision‐making strategies; and their role in family decision making, considerable work remains to be done to understand how young consumers develop brand loyalty, brand preference and reliance. This paper reports the initial findings from an exploratory study of over 200 young consumers (aged 7‐10) which examined perceptions of branded fashion clothing; and the impact of social influences on young consumers’ evaluations of branded fashion products. The findings indicate that product/brand imagery is clearly established among young consumers, particularly for branded fashion sportswear; and the results suggest that research design must take account of both age and gender differences when choosing methods for eliciting data from young consumers.
Arts and crafts and the purists: two contrasting approaches to designing for the British fashion environment
Authors: Stewart Sally
Published: July 2002

This paper examines the British fashion retailer Jigsaw in its strategy of “individualising” its outlets in the highly competitive British high street environment. In order to distinguish itself in the marketplace as an independent retailer with an acute sense of site and to maximise the impact of its outlets in a diverse range of locations, Jigsaw has deliberately commissioned a series of designers to create a series of memorable and challenging interiors with much resulting critical and financial success. This paper examines the work of two contrasting architects and their interior work, highlighting the individualistic approach to the high street taken by Jigsaw. This proactive attitude taken to both the place and face of design in its outlets has allowed Jigsaw both to tailor its image as required and to add perceived value to its merchandise. This paper examines the impact that design has had in facilitating this success.
An exploratory study of grocery shopping stressors
Authors: Aylott Russell , Mitchell Vincent‐Wayne
Published: July 2002

Many factors affect the store patronage decision, e.g. location, service levels, pricing policies, merchandise assortment, store environment and store image, but very little research has considered stress as a determinant. This is despite the increase in dual income families and longer working hours which are making general shopping a more stressful activity for many families because of time pressure and lack of response by retailers. This exploratory research confirms grocery shopping to be stressful, but time pressure was mentioned as only one factor causing shopping stress; other factors included: crowd density, staff attitude and training, store layout/relocation, impulse purchasing pressure, location, product assortment, music, and lighting. The article concludes by proposing a shopping stress curve for future examination.
Electronic footfall monitoring: experiences among UK clothing multiples
Authors: Kirkup Malcolm
Published: July 2002

Advances in electronics have added sophisticated footfall monitoring to retailers’ information weaponry. Many retailers are reported to be experimenting with this new technology, but limited discussion exists in the public domain on its potential role or retailer experiences. This paper utilises interviews with UK clothing multiples to help conceptualise the potential applications and examine the benefits and challenges of electronic footfall monitoring. The paper finds that, in spite of widespread experiments, only a small proportion of retailers have so far pursued full‐scale integration with existing information systems to exploit the claimed opportunities for improved market‐monitoring, diagnostic analysis, impact measurement and resource allocation. Concerns relate to the nature of the information generated, technical challenges, internal acceptability and broader organisational and management issues.
Deshopping – the art of illicit consumption
Authors: Schmidt Ruth A. , Sturrock Fiona , Ward Philippa , Lea‐Greenwood Gaynor
Published: July 2002

Draws on the findings of a quantitative survey and a number of qualitative focus groups and interviews to explore consumer behaviour and reasoning concerning the return of products. The findings serve as the basis for the discussion of the special case of returns deliberately premeditated at the point of purchase, a behaviour pattern termed “deshopping”. The incidence, key features and causes of “deshopping” behaviour are explored. Findings clearly illustrate the interplay of the functional, experiential and symbolic aspect of the consumption process as underpinning this behaviour pattern. Furthermore, they point to a cognitive lag between legal and perceived contract which hinges on the concept of “newness”, tied to the use of the exchange value rather than the symbolic value of the product. Deshopping serves as a financial and social risk reducing strategy which is unique in that it can be applied after the time of purchase.
Met expectations during role transitions of retail executive trainees
Authors: Good Linda K. , Fairhurst Ann E.
Published: July 2002

Examines met expectations of retail trainees within a job context framework that consists of five job characteristics. The job characteristics of autonomy, skill variety, task significance, task identity, and feedback from others have been linked to job outcomes such as job satisfaction. Results indicated that for each job characteristic, expectations were higher initially than actually experienced one year later. Three of the five characteristics (feedback, autonomy, and skill variety) were important in predicting job satisfaction. Demographic variables of gender and work experience yielded significant differences of met expectations for two job characteristics.
Conversational effectiveness in multimedia communications
Authors: Marshall Catherine R. , Novick David G.
Published: July 2002

Oregon Graduate Institute reports a laboratory experiment that
compared three different communications modalities (face‐to‐face,
audio‐only, and audio and video) across two co‐operative tasks, which
can be characterized as visual and non‐visual. In each task,
effectiveness varied as a significant function of modality. However, the
directions of these functions were opposite. That is, for the visual
task conversants were more effective in the face‐to‐face and audio and
video modalities than in the audio‐only modality; for the non‐visual
task, conversants were more effective in the audio‐only modality than in
the face‐to‐face modality. Additional analysis of the non‐visual tasks
suggests that modality affects the extent to which asymmetry of
knowledge results in asymmetry of influence between conversants.
An analysis of the cultural motivations for transborder data flow
legislation
Authors: Walczuch Rita M. , Singh Sanjay K. , Palmer Todd S.
Published: July 2002

Transborder data flow legislation (TDFL) has recently emerged as an
important issue for IS professionals. Transborder data flow (TDF) is the
movement of computer readable data across national boundaries. Many
countries have enacted legislation barring this free flow of
information, citing a concern for the privacy of citizens as the primary
motivation. The need for privacy is the reflection of a society′s
cultural attributes. A framework is developed for exploratory analysis
of the cultural motivations for data protection legislation. Based on
Hofstede′s research, establishes a relationship between certain
attributes of culture and nations that have adopted/proposed TDFL. Using
this relationship, discusses the reasons for which other nations have
not adopted/ proposed TDFL.
A Japanese “cure” to a British “disease”? Cultural dimensions to the development of workplace surveillance technologies
Authors: Sewell Graham
Published: July 2002

Seeks to explore the analytical rectitude of comparative culturalist approaches to the explanation of differences in the implementation of technologies in different settings. Takes theory and empirical observation from a well‐established case study of the use of information technology in the workplace as a form of worker surveillance (Kay Electronics) and examines a hitherto neglected feature of the company’s reconfiguration of the industrial labour process. Focuses on the realization that the quality monitoring system implemented to support manufacturing in the UK plant was not, as it was initially thought, a direct emulation of a system used in its Japanese sister plant, but was described by the company as a unique approach developed in response to the challenges of a UK manufacturing context.
Approaching managerial ethical standards in Croatia’s hotel industry
Authors: Fox John
Published: July 2002

Good managerial ethical standards are important and necessary in the hospitality industry. The costs of a poor ethical environment are high. Employee attitude surveys were used to determine the prevailing ethical environment of Croatia’s hotel industry. Results recommend its immediate improvement: the dominating self‐centred managerial style has to develop a more biased pro‐social behaviour. Methodology developed for this research is suitable for wider application in other transitional countries.
Food service management in hospitals
Authors: Edwards John S.A. , Edwards Audrey , Salmon Julie A.
Published: July 2002

Summarises the results of two reports on hospital patients’ food intake and wastage. Identifies the issues to be addressed and rectified.
China’s international tourism development: present and future
Authors: Zhang Guangrui , Pine Ray , Qiu Zhang Hanqin
Published: July 2002

International tourism as an industry is the outcome of China’s economic reform and open policy to the outside world initiated in the late 1970s, and it has become one of the important foreign exchange earners, playing an increasingly significant role in the country’s national economy. The paper explains the main stages of its development and identifies the important changes in the past two decades. It analyzes the opportunities and challenges with which China’s international tourism is confronted, and further suggests the choices of policies and strategies China should undertake for its international tourism development in the new millennium and on the threshold of joining the World Trade Organization.
Challenges and constraints of hospitality and tourism education in China
Authors: Lam Terry , Xiao Honggen
Published: July 2002

Tourism education in China plays an important role of supporting tourism development and ensuring the continuous supply of quality human resources to meet the overwhelming industry requirements. This paper presents a comprehensive review of current tourism education in China in terms of the various educational programs. The attitude of tourism employers towards human resource development was also assessed. The results indicate that a big gap exists between supply and demand for quality personnel, as the tourism industry is growing rapidly in China. A key dilemma of tourism education in China is poor curriculum design. Graduates from tourism education institutes and vocational training schools cannot fulfill industry needs and demands in terms of quality and quantity. A number of education reforms are discussed regarding curricula design, scholars’ and educators’ qualifications and knowledge, and standardisation of tourism education practices in China.
Satisfaction levels of mainland Chinese travelers with Hong Kong hotel services
Authors: Heung Vincent C.S.
Published: July 2002

Among all the Asian markets, mainland China was least affected by the economic downturn. It provides a leading source of tourism revenue to Hong Kong. In order to fully capture this market, it is important to satisfy the needs of the mainland Chinese travelers. This study aims to measure the satisfaction levels of Chinese travelers in relation to the hotel services in Hong Kong. The satisfaction levels of the mainland Chinese travelers on 34 hotel service attributes were studied using the disconfirmation paradigm. A total of 203 mainland Chinese travelers were interviewed. The results indicated that mainland Chinese travelers were satisfied with “Availability of personal care amenities”, “Quietness of the room”, “Availability of food and beverage variety” and dissatisfied with “Recreation facilities” “Availability of frequent travelers’ program” and the “Baggage handling service”. Eight dimensions of hotel services were identified. “Service quality and value” and “Augmented product quality” dimensions were found to be more important than others in influencing their overall satisfaction levels and the likelihood of returning to the same hotels. Implications of the findings for hotel operators in Hong Kong were discussed.
Customer loyalty in the hotel industry: the role of customer satisfaction and image
Authors: Kandampully Jay , Suhartanto Dwi
Published: July 2002

Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners and academics in the field of hospitality management. The objective of this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty in the hotel industry. Using data collected from chain hotels in New Zealand, the findings indicate that hotel image and customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated to customer loyalty.
The use of enchantment in wine and dining
Authors: Aune Leif
Published: July 2002

This article is about wine, dining and enchantment. The purpose is to show how the wine and food‐service industries use theories of enchantment to sell their products in a competitive market. The goal of this article is to give restaurant managers an insight into these types of theories, which takes examples from society and culture, from history and from the world of Disney. The conclusion of this article shows that customers are willing to pay a premium price, if one is clever in utilising enchantment concepts, in wine and dining products and experiences.
Facilities management in medium‐sized UK hotels
Authors: Jones Christine
Published: July 2002

The paper explores the application and value of facilities management concepts in medium‐sized UK hotels. Using the results of recent research into the extent and context of application of facilities management in hotels, some apparent advantages of the approach are identified. Facilities management is not a term commonly applied in hotels and the paper considers its value in this field. The hotel manager is in the business of generating revenue from space. If this space is well managed, in a strategic manner, there is considerable scope for improving not only revenue, but also profit. The research uses personal construct theory and repertory grid analysis to identify the aspects of managing facilities which are perceived as important by the owners/managers themselves. A model is then developed of the suggested application of facilities management within the medium‐sized hotel sector.
The role of trust for electronic commerce in services
Authors: McCole Patrick
Published: July 2002

Trust is important to all marketing transactions, yet there is a paucity of research of the phenomenon in an online environment. This paper provides a comprehensive review of the trust literature and forwards the findings of focus group research that has useful implications concerning factors causing trust and how trust is best manifested in Websites selling travel‐related commodities.
Employee turnover: a study of private clubs in the USA
Authors: Gustafson Catherine M.
Published: July 2002

High employee turnover in hourly positions has been widely accepted, and documented, in the hospitality industry. This study examined annual turnover rates in private clubs and the reasons that employees left their jobs, as perceived by management. Members of the Club Managers Association of America were randomly selected and surveyed. The analysis compared turnover and managers’ perceptions of reasons for turnover with: manager’s years of experience in current position; years of experience in the industry; club type; club size; and whether or not the manager had a hospitality management degree. Concludes that it is crucial for team managers to develop a team environment in the workplace to increase club loyalty, ultimately reducing employee turnover. Highlights factors within a manager’s control which are strongly limited to employee turnover in private clubs.
Private club trends in the USA – a statistical review
Authors: York Brenda
Published: July 2002

Notes that the private club industry is a unique segment within the broader hospitality industry and, relative to other segments of the hospitality industry, very little research has focused on it. Pannell Kerr Forster (PFK) publishes an annual publication that tracks the operating and financial performance of more than 200 private clubs. Provides a statistical analysis of data from PKF’s Clubs in Town & Country publication in order to identify top line trends emerging in the North American club market. Membership, revenue and expense trends are explored over a 20‐year time line.
Trials and Tribulations in the Pursuit of Quality Improvement
Authors: Dodwell Stephen , Simmons Paula
Published: July 2002

Traces, from its inception, Scott′s Hotels′ highly rated quality
improvement programme. Emphasizes experiential learning and development
and in particular the difficulties faced by middle managers in accepting
and becoming committed to the programme. Highlights the importance of
gradual, evolutionary development so as to capture the hearts and minds
of managers and operatives alike.
Sutcliffe Catering’s Approach to Continuous Improvement
Authors: Page Christopher
Published: July 2002

Examines some of the difficulties facing any company in its pursuit of
quality profile achievement. Areas covered include defining quality
within the Sutcliffe Group and reviewing some of the difficulties the
Group faced in its pursuit of quality as a “contract” organization in
2,000 different client locations. Concludes with a detailed description
of Sutcliffe′s quality initiatives for sustaining growth, improving
client retention and focusing every employee′s objective on the
provision of a superior service.
ICL Kidsgrove: Engineering a Quality Culture
Authors: Johns Nick , Chesterton John
Published: July 2002

Describes the development of a continuous quality improvement process at
component manufacturer ICL Kidsgrove. Traces early innovative work with
quality circles through to the effects of a company‐wide quality
process. Structures, systems and staff practices have all changed
considerably during the past ten years. Discusses the benefits and
problems of such an approach and also examines ways in which this
know‐how can be transferred to service industries such as the
hospitality sector.
Gold Coast Hotels: Examining the Prospects for Growth
Authors: Brown Graham , Raedler Shane
Published: July 2002

The Gold Coast is Australia′s premier tourist destination, attracting
over 2,500,000 visitors annually. Discusses the characteristics of this
rapidly growing region and examines recent tourism trends such as the
development of international hotels. After analysing factors which are
likely to shape the future prospects of the hotel sector, suggests that,
despite increased occupancy rates, the competitive environment may limit
the scope for rate increases.
Strategic Management in Context at Swallow Hotels
Authors: Webster Michele M.
Published: July 2002

Draws on recently completed research project concerned with strategic
management at Swallow Hotels. Reviews literature which is hospitality
specific and concludes that there is relatively little available.
However it is possible to identify three main approaches to strategic
management and to discuss briefly the contribution each makes to an
understanding of the subject. The first approach is journalistic, the
second approach covers appropriate tools and techniques and the third
approach considers applied research. Presents two key aspects of the
methodology of the fieldwork: model building and the obtaining of
company‐specific information for application to the model. In
conclusion uses a case study of Swallow Hotels in the early 1990s by way
of illustration.
Paradigm lost: the rise and fall of McDonaldization
Authors: Taylor Stephen , Lyon Phil
Published: July 2002

The application of McDonald′s product/production principles to
other restaurant chains, and totally different social enterprises has
been the subject of recent criticism. This “McDonaldization”
is said to betoken a world of increased rationalization where
large‐scale systems for the mass production of goods and services
obliterate small‐scale opposition and give rise to fears for diminished
choice in the future. Previously it has been argued that the advance of
McDonaldization is far from total and the pessimistic prognosis is at
least premature. Criticizes the McDonaldization thesis by reference to
an alternative paradigm of “mass customization”. Argues that
this is not only the logical next step for the production of goods and
services, but also that it is already starting to happen.
The future development of the hotel sector: an international
comparison
Authors: Moutinho Luiz , McDonagh Pierre , Miquel Peris Salvador , Bigné Enrique
Published: July 2002

Describes the findings of a positivistic comparative study which
was undertaken in three different European countries in order to assess
the perceptions of British/Irish and Spanish hotel managers. Relates
managers′ opinions to some key factors the authors perceive as
contributing to the future development of the hotel sector. Among the
issues analysed were variables relating to: support policies provided by
tourist boards (e.g. in the marketing area, tax exemptions, financing,
staff subsidies, etc.); the development of co‐operative management
programmes; and training policies and concern for the protection of the
natural environment.
Hospitality operating systems
Authors: Jones Peter , Lockwood Andrew
Published: July 2002

Reconciles the traditional view of hospitality operations based on
process analysis, with the more recent output‐based model, by
identifying four levels of hospitality operations management. Process
analysis is appropriate for understanding operating systems; and output
analysis for operational management.
The international hospitality business
Authors: Teare Richard
Published: July 2002

Presents a review identifying the distinctive themes and their
related sub‐themes as reflected by articles published in the International Journal of Contemporary Hospitality Management in the
period 1989‐1994. Sets out six theme areas which reflect the main
strands of research and thinking during the review period. The theme
areas are: people and organizations; education, training and
development; trends analysis, business strategy and decision making;
customers and service quality; marketing and brand management;
operations and facilities management.
Marketing strategies for fast‐food restaurants: a customer view
Authors: Kara Ali , Kaynak Erdener , Kucukemiroglu Orsay
Published: July 2002

In recent years, a major food consumption trend in the USA and
Canada is that more people are eating more meals outside their homes. It
is predicted that this trend will accelerate in the future. As a result,
fast‐food markets will offer greater growth opportunities for marketers.
Presents consumers′ perceptions of and preferences for fast‐food
restaurants in the USA and Canada. The results of this study may have
very important implications for developing successful marketing
strategies for fast‐food restaurants. Findings of the study offer
need‐oriented marketing strategies for both franchisers and franchisees
in the US and Canadian fast‐food sectors to enable them to be more
competitive in this fast‐changing business environment.
AIDS in the US hospitality industry: recommendations for education and policy formulations
Authors: Barrows Clayton W. , Gallo Mike , Mulleady Tomas
Published: July 2002

Despite the overall impact the AIDS epidemic has had on US business and society, few articles have been published in academic journals on hospitality management. Presents a brief review of the literature and summarizes the current state of the US hospitality industry and its response to the AIDS challenge. Suggests that a combination of ongoing employee education programmes, in conjunction with a comprehensive policy statement, may be the most effective means of preparing an organization to deal with employees with AIDS. Makes recommendations for the implementation of these programmes appropriate to the hospitality environment.
The prospects for tourism in Northern Ireland
Authors: Lennon Ron , Titterington Albert J.
Published: July 2002

Notes the weakness of tourism in Northern Ireland prior to the cease‐fire of 1994 and the increased interest in Northern Ireland as a tourist destination which followed the cease‐fire. Considers the role of the Department of Economic Development and the Northern Ireland Tourist Board. Brings together the relevant findings from most of the published material on Northern Ireland tourism from the start of the troubles to the cease‐fire from academic, consultancy and government sources. Incorporates the results of two post‐cease‐fire studies carried out by the authors.
Classification and grading of smaller hotels, guesthouses and bed and breakfast accommodation
Authors: Ingram Hadyn
Published: July 2002

States that the development of classification and grading schemes for hotels and other accommodation in the UK is an important activity which affects customers and practitioners alike. In the light of evidence of a low take‐up of the English Tourist Board (ETB) Crown Classification system, reviews some of the major issues in developing an effective hotel classification system and reports feedback from the perspective of properties of bed and breakfast operations.
An examination of the role of marketing culture in service quality
Authors: Luk Sherriff T.K.
Published: July 2002

Competition in Hong Kong’s tourism market is very intense and local travel agencies have to improve the quality of their service in order to enhance their competitive edge. This industry‐specific research examines the relationship between marketing culture and the perceived service quality of outbound tours. The author sampled tour escorts and asked them to describe the patterns and characteristics of their firms’ marketing culture. Tour members who had just returned from outbound tours were also sampled for the measurement of their perceptions of the quality of tours. The findings indicate a positive relationship between marketing culture and service quality. High quality service can be delivered when a travel agency successfully fosters a customer‐oriented marketing culture characterized with a strong emphasis on service quality orientation and interpersonal relationships. In a high‐contact service business such as tourism service, marketers must understand that commitment to quality service and service mentality are integral elements in the firm’s culture and that a positive attitude towards interpersonal relationships must be held by service employees.
Capacity management in the short break market
Authors: Edgar David A.
Published: July 2002

Considerable literature exists on the nature of yield management (YM) and capacity strategies. One strategy for maximizing revenue yield, rooms or supplementary spend is the provision of short breaks. Short breaks in the UK are widely recognized as a growth market. However, little literature exists on the supply or strategic dimensions of the market. Provides an overview of the supply dimension of UK short break markets, focusing on hotel operations. Examining the short break activities of 20 hotel companies in the UK, through personal interviews with key marketing executives, draws comparisons in performance between the use of various short break strategies. Explores the apparent impact of such strategies relative to supplementary spend and market segments, and draws conclusions as to how short break markets can be actively employed as a capacity management tool.
Whose yield is it anyway? Compromise options for sustainable boat tour ventures
Authors: Reynolds Paul C. , Braithwaite Richard W.
Published: July 2002

In the general discussion of yield management and its accent on increasing capacity and maximizing revenue, the area of customer satisfaction and environmental sustainability seem to have been lost. Examines these four forces and their effects on a nature‐based tour boat operation.
International hotel franchise relationships ‐ UK franchisee perspectives
Authors: Connell John
Published: July 2002

Provides insights into the nature of relationships between UK hotel franchisees and their international franchisors, and shows how operating systems and service provision are adapted to take into account local management views. Identifies a process between the principals, termed “attunement”, which involves three core variables. The first involves the franchisee rejecting on the basis of culture and industry convention (in the host country); the second involves the franchisee selecting managerial techniques, concepts and operating systems; while the third involves the franchisee aligning because of contractual and customer insistence factors.
Designing a seamless hotel organization
Authors: Chacko Harsha E.
Published: July 2002

As hospitality customers become more seasoned, well‐travelled and quality conscious, a hotel’s organizational structure must facilitate the implementation of strategies designed to provide higher levels of service quality. This article discusses the weaknesses of the current organizational structure of hotels and presents a framework for the development of a seamless hotel organization. This modified structure is more favorable to the creation of an environment where customer service quality is the organizational driver, allowing hotels to develop service quality as a true competitive advantage.
Small firm co‐operative marketing in a peripheral tourism region
Authors: Morrison Alison
Published: July 2002

Tracks the evolution of a small hotel firm marketing consortium from 1990 when Scotland’s Commended Hotels, now called Scotland’s Hotels of Distinction (SHD), was formed. It can be described as an association of individually‐owned and managed country and town house hotels from 3‐star to 4‐star levels in terms of the Scottish Tourist Board grading and classification scheme. It currently has 62 members, which represent 1,116 bedrooms, giving an average size of 17 bedrooms. Key aims of SHD are to: maintain its position as the leading professional consortium for Scottish hotels which meet membership criteria; and to be active in marketing terms on behalf of members. This involves seeking opportunities to maximise profitable returns by accessing domestic and overseas markets which would otherwise be difficult on an individual small firm basis. In addition, SHD promotes co‐operation to enhance inter‐member referral business. The unification of such a peripheral segment of the hotel industry sector enables effective marketing of a tourist destination to the potential business performance benefit of individual member small firms.
The current and future impact of Asia’s economic downturn on the region’s hospitality industry
Authors: Pine Ray , Chan Andrew , Leung Paul
Published: July 2002

Before the economic downturn, most analysts considered Asia as one of the most active regions in the world. Now, the sentiment has changed, and many people are beginning to worry about its future prospects. This paper first examines the impact of the Asian economic downturn on the hospitality and tourism industry. It then turns to review the region’s hospitality trends and environments. The information should be of interest to hotel operators, governments, and research institutions.
Doing business in China ‐ the art of war?
Authors: Keen Pang Chee , Roberts Diane , Sutton John
Published: July 2002

Examines Chinese attitudes towards the introduction and implementation of an international corporate culture into their working environment. Refers to Sun Tzu’s military classic The Art of War and suggests his philosophy can be applied to business in China, and that the Western world should begin understanding this philosophy and the oriental mindset. Presents results of a study of Chinese employees at a Beijing, China hotel to determine attitudinal and behavioural patterns, and finds that the concept of corporate culture currently meets with strong resistance from many Chinese people who believe foreign ideals and concepts are not to be trusted.
Wanted: tourists with a social conscience
Authors: D’Sa Eddie
Published: July 2002

Ordinary Third World people (as opposed to the élites) find tourism in its present form highly exploitative and socially damaging, a new form of imperialism. It is characterised by gross economic disparities between tourist and host, racism and the flouting of economic and social rights of communities. A global code of ethics will only tinker with the problem, the roots of which lie in a profit driven system which disregards social costs. The beginnings of a new, just tourism order requires governments to provide basic protection to powerless communities and their environment, and Christian churches to exercise moral authority to bring about justice. Above all, Northern tourists and their NGOs need to develop solidarity networks with the poorer communities, help fund community projects and think of ways of encouraging reciprocal flows from South to North.
Kodachrome icons: photography, place and the theft of identity
Authors: Human Brian
Published: July 2002

Photography has an ambivalent relationship with tourism. Many destinations visited by tourists have a strong identity and sense of place, which is embodied in the history, physical form and social activity. However, photography selectively extracts from this multifaceted expression and reduces it to a series of icons. This distorts the identity and trivialises the place and contributes to the consuming nature of tourism. The commodification of places to the detriment of its identity is an ethical issue. There are also practical implications: the sensitive use of photography in marketing, supported by local people, should be seen as an essential component of a more sustainable approach to tourism; and the inappropriate choice of visual imagery may reduce the value of tourism and undermine attempts at destination management.
Ten years later, Goa still uneasy over the impact of tourism
Authors: Noronha Frederick
Published: July 2002

Sourced by local newspaper articles, discusses the impact on Goa of the increasing numbers of tourists. Increasing land prices, increasing levels of consumption, violation of building and land use regulations are all prevalent. Locals feel threatened and degraded by inappropriate behaviour of tourists. There has been an escalation in violence, child sex abuse and prostitution. Drug abuse and drug trafficking has increased. Local people feel exploited and few benefit from the tourist trade. What can be done?
Homes and castles ‐ is private hospitality identification or intrusion?
Authors: Whyte Iain
Published: July 2002

Discusses the dilemmas faced by both host and visitor in “home stay” arrangements. Where there are great cultural and/or economic discrepancies the problems can be more difficult to deal with.
Hospitality: a framework for a millennial review
Authors: Ingram Hadyn
Published: July 2002

Such are the breadth and diversity of the hospitality industry, that a millennial review requires a specific focused perspective. This article proposes a triangular framework for analysis based on the hospitality cycle of practice of knowledge, in which the increased sophistication of practice and operations requires the development of theoretical paradigms for research and education purposes. The nature of the industry and its challenges are introduced in preparation for a series of six articles by academic experts.
The future of small firms in the hospitality industry
Authors: Morrison Alison , Thomas Rhodri
Published: July 2002

This paper provides a wide‐ranging review of what is currently understood about the management and development of small firms in the hospitality industry, with particular reference to entrepreneurship. Its premiss is that small firms in this industry should be seen as an analytical category that is distinct from other – larger – enterprises. Assertions made by those who see small hospitality firms as merely miniaturised versions of larger organisations are, therefore, rejected as ill‐conceived. The paper is also critical of the quality – and thus value – of widely cited statistics, which are often used as evidence of the inexorable decline of small firms. The paper concludes by tentatively suggesting that far from suffering such misfortune, many small firms are likely to experience prosperity in the years ahead. Furthermore, a minority of firms which can be classed as entrepreneurial represent dynamic engines which have the potential to drive the hospitality industry into a healthy future.
Hotel performance and competitive advantage: a contingency approach
Authors: Phillips Paul A.
Published: July 2002

Performance measurement is an important managerial activity that is of key concern to the hotel general manager. Unfortunately, there has been a paucity of hospitality related research to assess the appropriateness of existing hotel performance measurement systems in use. This conceptual paper shows how a performance measurement system has the potential to deliver competitive advantage. This paper speculates that competitive advantage can be achieved if inputs, processes, outputs, markets, environmental characteristics are congruent with business objectives.
European logistics beyond 2000
Authors: Skjoett‐Larsen Tage
Published: July 2002

European companies are facing new challenges in the next millennium. Seven trends in international logistics are outlined. These are supply chain management, globalisation of the supply chain, virtual enterprises, e‐business, green logistics, strategic partnerships and new management principles. The implications for European companies are discussed and illustrated by examples from advanced companies. Asserts that it is employees and not the systems and processes that will ensure solutions to the logitstics tasks and provide companies with the necessary competitiveness.