International Journal of Contemporary Hospitality Management: Volume 16 Issue 1

Service failure and recovery: evidence from the hotel industry

Barbara R. Lewis, Pamela McCann

This paper is focused on service failure and recovery in the hotel industry in the UK. The objectives of the research were to: assess the types and magnitude of service failures…

Tandoori tastes: perceptions of Indian restaurants in America

Bharath M. Josiam, Prema A. Monteiro

The USA is culturally and ethnically diverse and becoming more so. This diversity is reflected in the variety of cuisines available both in stores and in restaurants. Trends show…

Moving from fire‐fighting to fire prevention: what service organizations need to know

Cheri A. Young, David L. Corsun, Rachel S. Shinnar

Managers in manufacturing environments often engage in fire‐fighting rather than taking a more proactive approach to management. It is argued that, although often necessary…

Barriers to hotel chain development in China

Ray Pine, Pingshu Qi

This paper is based on findings from a two‐year MPhil research project that aimed to examine the development of hotel chains in China since 1978 and to recommend policy and…

Human resources issues in the development of tourism in China: evidence from Heilongjiang Province

Hanqin Zhang Qiu, Terry Lam

From a closed country in which tourism was virtually unknown, China has become a major player in the international tourism market since the country opened its doors to the outside…

A new approach to benchmarking learning and development strategy

Grace Coleman, Hadyn Ingram

Recounts how learning and development strategy at Costa Coffee (a division of Whitbread Restaurants) was investigated and shaped through a postgraduate research study. Describes…

Improving human resources management: some practical questions and answers

Santiago Melián González

Practically nobody denies the importance of human resources (HR) to company management. There are many works which show that companies’ managing their HR in a specific way, obtain…

How do hotel firms obtain a competitive advantage?

Byeong Yong Kim, Haemoon Oh

Hotel managers need to understand how their firm can achieve a competitive advantage (CA) over their competitors. Three conceptual frameworks: Porter’s five, forces approach, the…

Managing for Knowledge: HR’s Strategic Role

Hadyn Ingram

Exit Strategy Planning, Grooming Your Business for Sale or Succession

Robin Graves‐Morris