International Journal of Contemporary Hospitality Management: Volume 7 Issue 2/3

The balanced score‐card: short‐term guest or long‐term resident?

Jackie Brander Brown, Brenda McDonnell

One recently developed performance measurement method which mayprove more effective for hotel management is that of the “balancedscore‐card” – which aims to give management…

Managing complexity for competitive advantage: an IT perspective

Elaine Crichton, David Edgar

Through primary research based on interviews with key executives in20 of the largest hotel groups operating in the UK short‐break market,presents the case that in the UK…

Hotel managers’ decision making: can psychology help?

Julie Gore

Examines some of the theoretical models of human decision makingderived from the field of psychology and considers some of the importantissues this raises for training in decision…

Developing new products and services in flight catering

Peter Jones

Reviews alternative approaches to new product development and newservice development. Compares them in the context of the flight‐cateringsector which is particularly suitable for…

Empowerment through delayering: a pilot study at McDonald’s restaurants

Conrad Lashley

Reports on the study of changes to the management of a small groupof McDonald′s restaurants in Wales. The initiative removed one of thelevels of management and empowered both…

Strategy, structure and employee relations: lessons from compulsory competitive tendering

Susan Ogden

Examines, through in‐depth case studies, the process of strategicdecision making arising from the management of compulsory competitivetendering (CCT) for catering and cleaning…

Convergence between sources of service job analysis data

Anda Papadopoulou, Elizabeth M. Ineson, Derek T. Wilkie

Indentifies the dimensions of a higher customer contact food andbeverage operative′s job as perceived by managers, supervisors andoperatives and examines within‐source and…

“A job well done”: hospitality managers and success

Martin Peacock

Looks at the different perceptions of success held by hospitalitymanagers, as gauged by a survey undertaken early in 1994. Analyses thetensions between the various perspectives…

Corporate versus societal culture: a comparative study of McDonald’s in Europe

Tony Royle

Examines the human resource policy of one US multinational company(MNC) (the McDonald′s Corporation) operating in the hospitality industryin Germany and the UK. Focuses on the…

Sunday trading: an analysis of employment structures in leisure and retailing

Daniel Smith

Examines the different employment structures in leisure and retailorganizations in the light of the recent Sunday Trading Act, 1994.Considers the make‐up of staff; training…

Paradigm lost: the rise and fall of McDonaldization

Stephen Taylor, Phil Lyon

The application of McDonald′s product/production principles toother restaurant chains, and totally different social enterprises hasbeen the subject of recent criticism. This…

Public policy and small hospitality firms

Rhodri Thomas

For many years the British government has pursued policies designedto stimulate and support the development of small firms. Following anoutline of current policy and its…

International hotel groups: what makes them successful

Cathy Burgess, Anne Hampton, Liz Price, Angela Roper

Hotel groups have expanded extensively over recent years, with keyplayers now operating on a global basis. Presents a critical evaluationof the literature relating to the…