International Journal of Contemporary Hospitality Management: Volume 11 Issue 7

Is the UK hotel sector out of trouble?

Paul Allin

Tourism in the UK showed a downturn in the first part of the 1990s and the period has been described as encompassing the most traumatic years in recent history for UK hoteliers…

Customer satisfaction and its measurement in hospitality enterprises

Abraham Pizam, Taylor Ellis

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services…

HRM, performance, commitment and service quality in the hotel industry

Philip Worsfold

The nature of HRM and the extent to which it is adopted by industry is reviewed. HRM in the hotel and catering industry is compared with other sectors of industry, including small…

Measuring strategic planning effectiveness in hotels

Paul A. Phillips, Luiz Moutinho

Strategic planning is currently back in vogue as a key managerial process. However, despite the voluminous amount of strategic planning literature there has been a paucity of…

Hotel performance and competitive advantage: a contingency approach

Paul A. Phillips

Performance measurement is an important managerial activity that is of key concern to the hotel general manager. Unfortunately, there has been a paucity of hospitality related…

A systems approach to performance measurement in hospitality

Geoff Southern

This paper demonstrates the value of a systems approach in considering performance management at an operational level in the hospitality sector. Systems concepts and techniques…