What experts say about managing hospitality service delivery systems

John Bowen (Professor at the Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, Texas, USA)
Robert C. Ford (Professor at the College of Business Administration, University of Central Florida, Orlando, Florida, USA)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Publication date: 1 December 2004


An extensive review of literature was conducted to see if there was evidence indicating there are differences in the management of hospitality organizations and manufacturing organizations. The literature was divided into three areas: organizing, staffing, and commanding. The results of the review indicate that there are a number of differences between managing a manufacturing firm and a hospitality firm. The review serves as a foundation for managers and researchers to better understand the unique challenges of managing hospitality organizations.



Bowen, J. and Ford, R. (2004), "What experts say about managing hospitality service delivery systems", International Journal of Contemporary Hospitality Management, Vol. 16 No. 7, pp. 394-401. https://doi.org/10.1108/09596110410559078

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