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International Journal of Contemporary Hospitality Management Volume 16 Issue 6

Subject Areas: Tourism, Leisure and Hospitality Management
Publisher: Emerald Group Publishing Limited - Emerald Publishing
ISSN: 0959-6119
SJR: 100

Available

Journal Article

The influence of organisational structure on entrepreneurial orientation and expansion performance

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...
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Journal Article

Dealing with complaints in services

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...
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Journal Article

The relevance of profiling travel activities for improving destination marketing strategies

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...
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Journal Article

Whole brain leadership development for hospitality managers

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...
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Journal Article

Accession to the World Trade Organization: challenges for China's travel service industry

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,...
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Journal Article

Perceived quality and price: their impact on the satisfaction of restaurant customers

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...
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Journal Article

Evaluating service quality in a UK hotel chain: a case study

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...
Available

Journal Article

Customer satisfaction and waiting staff

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...

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