International Journal of Contemporary Hospitality Management: Volume 10 Issue 1

Subjects:

Table of contents

Productivity, quality and relationship marketing in service operations

Evert Gummesson

The purpose of this article is to draw the reader’s attention to service productivity and its connection to service quality and eventually to profits. In service operations the…

16572

Introducing EPOS in Bass Taverns: a report of the case and an exploration of some of the issues

Michael Baker, Martin Wild, Silvia Sussmann

IT projects frequently fail, and many of those which survive do not deliver all they promise. In this paper, the authors discuss factors affecting the success and failure of IT…

1269

Matching the management of human resources to service operations

Conrad Lashley

Informed by research projects undertaken at Nottingham Trent, this paper discusses the different HRM practices of some operators in fast‐food restaurants. Outlines the nature of…

6340

Mystery shopping programmes and human resource management

Margaret Erstad

Mystery shopper programmes are defined as a tool for evaluating and improving customer service. The development and implementation of a mystery shopper programme is discussed as a…

8028
Cover of International Journal of Contemporary Hospitality Management

ISSN:

0959-6119

e-ISSN:

1757-1049

ISSN-L:

0959-6119

Online date, start – end:

1989

Copyright Holder:

Emerald Publishing Limited

Open Access:

hybrid

Editor:

  • Prof Fevzi Okumus