Table of contents
The relationship between customer loyalty and customer satisfaction
John T. Bowen, Shiang‐Lih ChenDevelops and implements a method for hotels to identify attributes that will increase customer loyalty. Other hotels can replicate the methodology used in this study. The study…
Environmental costing of sewage discharged by hotels in Hong Kong
Wilco W. Chan, Joseph C. LamInvestigates the green cost attributable to water consumption in the hotel industry and accommodation operations in Hong Kong. An abatement cost approach plus a prorated model…
Euro vision? A strategic approach to currency changeover in the UK hospitality industry
Andrew JenkinsDiscusses the economic and monetary union and the euro; the UK and impacts of the euro; the UK public/business opinion and membership; and a suitable strategic approach to the…
Learning from experience – making the most of work‐based learning
Debra AdamsDiscusses the challenges facing HR departments in harnessing the potential of work‐based management development programmes. The article considers the research carried out by…
Introducing Web technology in a small peripheral hospitality organization
Bill Anckar, Pirkko WaldenThe emergence of global electronic markets on the Internet has been seen as an opportunity for small and medium‐sized tourism enterprises to improve their competitive position…
Exploring hotel internal service chains: a theoretical approach
Alexandros ParaskevasQuality has been historically viewed by hospitality organisations in terms of product and service efficiency. The emergence of total quality management in the 1980s has forced a…
Creating hospitality management educational programmes in developing countries
Chandana JayawardenaIn creating hospitality management educational programmes in developing countries, one may learn from the experience of developing countries to benchmark. However, the challenges…
ISSN:
0959-6119Online date, start – end:
1989Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Fevzi Okumus