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Despite their popularity among tourists, information about low-cost accommodation is limited. The study aims to focus on hostels as tourist accommodation. The purpose of this paper is to document the perceptions of hostel front-desk employees about customers and examine employees’ perceptions from a cultural perspective. As culture moderates behavior in general, in light of the cultural difference postulate which proposes that guests and hosts who are from similar or proximate cultures are more likely to experience positive service encounter and that encounter between guests and hosts from distant cultures may be more challenging to service providers, the study compares the perceptions of hostel Western front-desk employees with those of Eastern front-desk employees of their customers. Customers are categorized into four groups – Western customers, Eastern, Middle Eastern/Arab and African. Exploratory interviews paved the development of perception items, which were later on used in a questionnaire to serve the study’s purpose. The paper has managerial and theoretical implications and offers suggestions for further research to advance understanding about this neglected tourism environment.

Preliminary/exploratory short interviews with hostel employees in London paved the development of perception items, which were later on used in a questionnaire. There are about 190 hostels in the London area. The questionnaire was self-administered and successfully completed by 113 front-desk employees working in London hostels. t-test statistics was used to examine whether the two groups of employees hold different perceptions about their culturally different group of customers.

Results indicate that, generally, differences in perception exist among hostel employees about their customer groups. For example, Western customers are perceived as nicer and more tip-givers than Eastern customers, but they also complain more and are more demanding than their counterparts. Asian customers are perceived to be friendlier, least troublesome and least demanding than the other customer groups. African customers are the least positively perceived. As for Middle Eastern (Arab) customers, they are perceived rather somewhat positively and yet the least favorite. Furthermore, no statistical differences were observed between Western employees and Eastern employees’ perceptions about their customer groups, except that the latter perceives Asian customers to be more troublesome and more complaining.

Although researchers have compared Western people’s behaviors and attitudes with those of Eastern people, differences may also exist within cultural groups, especially between East Europeans and West Europeans, between Middle Eastern and North Africans or between Americans and Canadians, despite cultural proximity. Therefore, it is always reasonable to interpret cultural differences studies cautiously.

Hostel management is advised not to take cultural proximity/distance between employees and customers for granted and, thus, should not assume that Eastern employees are more likely to provide better service to Eastern customers than Western employees or that Western employees are more likely to do so to Western customers because they are culturally similar or proximate. In an increasingly globalized world and mobile and culturally diverse workforce in the hospitality sector, it becomes necessary to raise employees’ awareness about cultural differences and their probable effects on perceptions. This is especially true for hostels because of their social characteristic.

Despite the importance of hostels to the tourism and hospitality industry, not much is known about their customers or their employees. In addition to contributing to employee perception in general, which is also a neglected area of study, this paper used cultural distance/proximity to assess differences in perception between Eastern employees and Western employees about four culturally different groups of hostel customers. In light of the impacts of globalization on consumer behavior, this paper joins other research to challenge the cultural distance postulate in the service encounter context.

The purpose of this paper is to develop a framework to assess the lean readiness within emergency departments (EDs) and identify the key quality practices deemed essential for lean system (LS) implementation.

An extensive review of the lean healthcare literature was conducted, including LS implementation within the healthcare sector (both generally and in EDs), best ED quality practices, essential factors for LS implementation within healthcare and lean readiness assessment frameworks. The authors identified six main categories from a literature review (top management and leadership, human resources, patient relations, supplier relations, processes and continuous improvement (CI)), and validated these based on experts’ opinion.

Several factors were identified as crucial for EDs, including top management and leadership, human resources, patient relations, supplier relations, processes and CI.

The framework has not yet been tested, which prevents the author from declaring it fit for EDs.

This framework will help ED managers determine the factors that will enable/hinder the implementation of LSs within their premises.

To the author’s knowledge, this is the first lean readiness assessment framework for EDs and one of the few lean readiness assessment frameworks in the literature.

This case study shows how methods of lean philosophy can be successfully taught to undergraduate students and applied to improving a real-world loan process. Students were instructed to use newly acquired classroom skills to analyse and improve a bank loan process in Kuwait.

This study involved an initial gemba walk through the bank. A case study format with direct observation and semi-structured interviews was adopted by 27 undergraduate students to identify waste, analyse the loan process and develop an efficiency plan.

The results revealed that undergraduate students could quickly learn basic lean principles and techniques and utilize them in a real-world situation to significantly improve a bank loan process. Areas of waste included over-production, over-processing, defects in procedure, under-utilized skills, wasted motions and poor time management. Suggested corrective measures were expected to reduce loan processing time by 30%.

Increasing costs and competition in the business environment make efficiency improvements imperative, and it was shown that students can play a major role in applying lean principles to a bank loan process while gaining knowledge and skills highly valued in industry. Universities have the opportunity to create a valuable learning experience for undergraduate students in applying classroom skills to solving a real-life problem.

This is the first study of a novel classroom technique for teaching undergraduate students to apply lean techniques in a Kuwaiti bank.

The purpose of this study was to examine the quality performance of the Egyptian manufacturing industry based on Flynn's quality management practices framework.

A literature-based questionnaire was developed to collect the research data. The sample studied included 193 professionals from different manufacturing firms in Egypt. The research model utilized seven first-order constructs to measure infrastructure and core quality practices and the model was analyzed by structural equation modeling.

The results of the study showed that infrastructure practices had a positive effect on core quality practices, which in turn, significantly influenced quality performance. The findings confirmed that Egyptian manufacturing firms have a good foundation of quality management practices enabling them to improve quality performance.

This study provides a foundation for Egyptian manufacturing firms to develop a practical plan for implementing total quality management (TQM). In addition, the results of this study will help managers and policy makers develop a thorough understanding of the current status of TQM initiatives, enablers and barriers in Egypt.

The study represents one of the few attempts to examine quality practices and quality performance in the manufacturing sector in Egypt. To the best of the author's knowledge, this is the first study to examine these parameters in this context in Egypt.