International Journal of Contemporary Hospitality Management: Volume 15 Issue 5

Mission statements exposed

Tahir Sufi, Howard Lyons

In the strategic management literature mission statements are said to be an inseparable part of corporate strategy. It has been argued that they have an impact on the performance…

Marketing in the independent sector of the UK licensed trade

J.D. Pratten, S.J. Scoffield

This article considers recent developments in the ownership and structure of the licensed trade in the UK. A marketing analysis has been undertaken to demonstrate the ways in…

Social action research and small hospitality firms

MariaLaura Di Domenico, Alison Morrison

Develops a conceptual framework for qualitative research directed at small hospitality firms, ensuring an appropriate “fit” between theory, research and analysis, and aiding…

How will growth be financed by the international hotel companies?

Levent Altinay, Mehmet Altinay

This paper presents a set of secondary findings about the environmental factors influencing the international expansion plans of Bass Hotels and Resorts. Literature indicates that…

Customer complaint behaviour towards hotel restaurant services

Vincent C.S. Heung, Terry Lam

The area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin…

What use is research anyway? Industry and academe’s differing views

P.A. Jones, Diane Phillips

The WHATT forum focussed on the key relationships between industry and academics in the context of research. It revealed that significant differences exist in the importance…

Sustainable tourism development in the Caribbean: practical challenges

Lynn C. Harrison, Chandana Jayawardena, Anthony Clayton

The 2003 Worldwide Hospitality and Tourism Trends (WHATT) roundtable discussion, held at the University of the West Indies in Jamaica, focused on the issues affecting the…