Table of contents
Service failure and recovery in UK theme parks: the employees’ perspective
Barbara R. Lewis, Emma ClacherThe focus of this article is the perspective of customer contact‐employees on service failure and service recovery. Data were collected, using a critical incident methodology…
Trends in food safety: implications for European hotels
Tim KnowlesThe central message coming out of this paper is that the realisation of food safety legislation within the context of the European internal market, whilst laudable, has…
Commercial hospitality consumption as a live marketing commmunication system
Cailein Gillespie, Alison MorrisonThis paper presents a marketing perspective that may have considerable relevance within niche markets that are served by hotels positioned at the top end of the market, with…
Female managers in Asian hotels: profile and career challenges
Lan Li, Roberta Wang LeungThe number of female managers in the hotel industry is increasing worldwide. What does it take for female hotel managers to succeed? Do they face different types of barriers…
Managerial attitudes towards work activities in the hospitality and service industries
Robert Waryszak, Brian KingThis paper identifies the extent to which front‐line managers in the hospitality, retail and banking sectors perceive work activities to be pleasant or unpleasant. General…
Managing conferences in regional areas: a practical evaluation in conference management
Meredith Lawrence, Vivienne McCabeThe Meetings, Incentive, Conventions and Exhibitions (MICE) industry has long been recognised as a sector that provides lucrative direct and indirect expenditure for host…
ISSN:
0959-6119Online date, start – end:
1989Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Fevzi Okumus