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This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are hotel workers’ job satisfaction, how job satisfaction impacts guests’ satisfaction with the service experience and with the physical attributes of the hotel and how these variables affect perceived value and intention to return.

Structural equation modeling is used to analyze data from a large global hotel chain.

Guest satisfaction with service and the physical attributes of the hotel differentially impact guest outcomes of intention to return and perceptions of value. Key findings are guest satisfaction with the physical attributes of a hotel is significantly more strongly linked to guests’ intention to return than is satisfaction with service received. Staff job satisfaction is significantly linked to guests being more satisfied with the service experience and their return intentions. Of all the factors directly contributing to guests’ return intentions, guest satisfaction with the physical attributes of the hotel was largest in impact. In contrast guest satisfaction with service is linked to guests’ perceptions of value, whereas satisfaction with the physical aspects is not significant. Guests’ perceptions of value do not impact intention to return.

The research was conducted within one global hotel chain, which due to its cross-sectional nature may possibly be a limitation. However, its single organizational nature does not diminish the importance of the findings.

Hotel managers need to consider the importance of the physical attributes of properties in what has been largely a services-dominated debate. What guests value may not lead to repeat business.

Providing excellent customer service may not be the main motivation for return business. Also, holistic measures of guest satisfaction may not accurately measure what guests value. Perceived value is not a significant predictor of intention to return.

What is now known as the Canning Industry commenced on the 30th January, 1810, when Montalivet, the French Minister of the Interior, wrote to Francois Appert and informed him that his—Appert's—new process for preserving foods was assured of success and thereby granting to the process the official recognition of the French Government. Official recognition also carried with it a money grant of twelve thousand francs—about £500 in those days—Appert won this prize on the principle of “Delhi taken and India saved for one rupee eight annas”—and died in the year 1841 a comparatively poor man and the founder of one of the world's greatest industries. As a result of the warlike operations in which it had been engaged, multitudes of sick and wounded were thrown on the hands of the French Government, and scurvy was terribly prevalent in the fleets. Hence the French Government gave a public notice that it would award a prize to anyone who should discover a cheap and satisfactory method of preserving foodstuffs, without either drying or pickling, so that they could be kept for a long period and still retain the natural flavour and other characteristics of the fresh product. Appert had worked at and perfected his process during the preceding ten or fifteen years and had thoroughly assured himself of its practicability. He was therefore well prepared to demonstrate the details before the Board of Arts and Manufactures of which Board Gay Lussac had been a member since the year 1805. The report of this body to the Minister of the Interior was entirely favourable, as was also that of General Caffarelli, the Maritime Prefect of Brest. Caffarelli had found that soups and vegetables prepared by Appert's process had retained their goodness after three months' bottling, and he had been able to supply what seemed to the diners to be fresh vegetables in mid‐winter. It need hardly be said that Appert's process for preserving foods is the one in use now. Appert, however, knew nothing of the principles on which his process depended, nor did anyone else at that time. He supposed putrefaction to be due to the action of the air alone. In this view he was supported by the great authority of Gay Lussac who, it will be remembered, imagined atmospheric oxygen to be the cause. Appert at the request of the Minister of the Interior wrote a short book on the subject—a practical treatise explaining the methods of preserving animal and vegetable substances. This book was almost at once translated into several languages. It would seem that one of the chief advantages that Appert hoped the French people would gain by his invention was the saving of sugar. Up to that time the only means of preserving fruit other than by drying was to immerse the fruit in strong syrup made with cane sugar, and sugar was almost impossible to obtain in France at that time owing to war conditions. He also says that the French Government wished to draw “the utmost advantage from the productions of our soil in order to develop our agriculture and manufactures, and to diminish the consumption of foreign commodities” ! This is exactly what we in this country are trying to do now in the building up of a trade in canned food, a hundred and twenty years later. The English translator of Appert's work complacently observes:—

The purpose of this paper is to analyze the food safety knowledge and practices of catering employees in one city in the Southwestern United States.

The researchers administered a 20‐question food safety survey to catering employees and observed their actions while performing catering duties.

The paper finds that employees earned a mean score of 71.5 per cent on the 20‐question survey. They were most knowledgeable about personal hygiene, but did not practise proper hygiene during the catering functions. The most common food safety violations were not wearing gloves when required, not washing hands, not checking food temperatures, and not properly covering foods in warming and/or refrigeration units.

Lack of interest and concern about bad publicity prevented many caterers from participating in the study. The presence of observers during a catering event could have affected employees' performance.

The results showed need for improvement in both knowledge and practice of food safety and sanitation and significant differences in knowledge between English‐ and Spanish‐speaking respondents and employees of independent versus corporate operations.

The paper reveals that the US Food and Drug Administration has a goal of reducing the five risk factors of food‐borne illness by 25 percent by 2010. Catering operations face great challenges in minimizing these risks.

In recent years, the licensed trade in the UK has had to adapt to changing trends in leisure and, simultaneously, cope with major structural change and management reorganisation. Within this context there is an increase in government regulation of the employment world both to full‐time and to other employees. This has extended to enhanced protection of peripheral workers as a current EU priority and the issue of directives. The article outlines the principal changes in the trade and the modern management trends. From there, it proceeds to analyse the impact of some key aspects of the law relating to sex discrimination and its observance by the managers/tenants of public houses. This is limited to the recruitment of staff but touches on sexual harassment and the rights of peripheral workers. An examination of the literature is undertaken and a comparison between the findings from this and the empirical research from a case study is made, exploring the differences between the attitudes of differing categories of licensee. Managers are more compliant with the spirit of the law than tenants and lessees. The consequences of non‐compliance with the law are stressed.

This paper aims to investigate the extent to which public house licensees conform with employment legislation.

The paper examines legislation within the hospitality industry. Five aspects of the legislation were selected and a case study approach was used with a sample of micro business licensees.

The results show that those licensees who manage outlets on behalf of the large pub‐owning companies had a far greater knowledge of the legislation than independent respondents who, in some instances, appeared to flout the legislation deliberately.

The independent sector of the licensed trade appears to lack vital information about employment legislation, and licensees might not realise the consequences of ignorance or deliberate non‐compliance. Those involved in running this type of micro business need to establish more effective sources of information on such issues.

This paper offers a clear indication to all involved in the hospitality industry that there could be problems with employers within the micro sector gaining information about employment legislation and also adhering to relevant regulations.