International Journal of Contemporary Hospitality Management

Levent Altinay; Mehmet Altinay

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550770

This paper fills a gap in the research undertaken into the influence of organisational structure on entrepreneurial orientation and expansion performance. The expansion decision‐making process of an international hotel group was investigated. In‐depth interviews, observations and document analysis were used as the data collection techniques. Findings suggest that the concern about protecting and developing internationally recognised brands profitably caused the organisation to be remarkably centralised. A centralised decision‐making structure, however, not only slowed down the decision‐making process and limited international expansion, but also resulted in frustration and de‐motivation among the market‐based organisational members who were responsible for international expansion. The paper therefore concludes that organisations whose growth performance is highly dependent on having market‐based organisational members in diverse host country environments need to structure differently and bring about a new way of thinking to the management.

Patrick McCole

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550789

Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions are: awareness, process quality, and intent. The framework provides a holistic understanding of the antecedents and consequences of customer (dis) satisfaction in service failure and presents implications for management. It also presents an agenda for future research in this area.

Rob Law; Catherine Cheung; Ada Lo

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550798

Recent economic progress has led to most Hong Kong residents having a high disposable income, and hence the high propensity to travel. Although there are many published articles studying the inbound tourism industry in Hong Kong, the examination of Hong Kong's recent outbound tourism industry has largely been overlooked by tourism researchers. This paper examines Hong Kong travellers’ perceptions of the importance of travel activities. Using a descriptive statistical approach, experimental results indicate that Hong Kong travellers perceived visiting friends/relatives and dining as the most important activities, whereas outdoor sports was perceived as the least important activity. Also discusses the destination marketing issues, and suggests that destinations should concentrate their efforts on the right marketing strategies.

Dana V. Tesone

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550806

This article posits a model to describe a learning process that may be applied to the development of leadership practices of hospitality managers who are current practitioners in hotels, resorts and other hospitality establishments. The premise of the model is found in the academic disciplines of science and philosophy as they relate to leadership and learning theories. The article concludes with a suggested seven‐step method that may be used to enhance leadership development among workers in hospitality enterprises.

Hanqin Qiu Zhang

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550815

China's travel agent industry started becoming a service industry after China opened its doors to the outside world in 1978. During the process of economic reform and marketization, the industry has become much more mature than 25 years ago. With China's accession to World Tourism Organization, the travel service industry will open its market for competition between foreign travel agents and the ones in China. Through studying and investigating the developing history and the current operating condition of the travel agents, this paper analyzes opportunities and challenges facing China's travel agents upon China's accession to the World Trade Organization.

Marta Pedraja Iglesias; M. Jesus Yagüe Guillén

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550824

The intensely competitive environment existing in the restaurant sector makes it vital that firms achieve customer satisfaction in order to survive in the long term. Obtaining customer satisfaction means that customers repeat the experienced service and that they become an effective and efficient communication resource, at no cost to the firm. Prominent among the antecedents that determine the level of customer satisfaction are perceived quality and total perceived price. The research carried out shows that perceived quality has a direct and positive impact on the level of customer satisfaction, while, contrary to what was expected, total perceived price does not influence that satisfaction.

Jiju Antony; Frenie Jiju Antony; Sid Ghosh

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550833

Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation between service quality and business performance followed by an assessment of service quality as a framework. The case study focuses on a hotel group in UK, where service quality was measured at six different locations. The findings from the research unveiled that there were significant variations for service quality between the six hotels.

J.D. Pratten

2004 International Journal of Contemporary Hospitality Management

doi: 10.1108/09596110410550842

This study seeks to investigate the service expected by customers and the ways in which waiting staff can help to satisfy such expectations. Their backgrounds and ambitions are investigated, together with the skills and expertise that they are expected to possess. This is compared to the training offered, which suggests a skills gap worthy of further study. Based on the limited evidence offered, some recommendations are offered about the role of the waiter and waitress in the process of food enjoyment.