The influence of organisational structure on entrepreneurial orientation and expansion performanceLevent 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.
Dealing with complaints in servicesPatrick 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.
The relevance of profiling travel activities for improving destination marketing strategiesRob 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.