Purpose – The purpose of the paper is to investigate the impact of ethnic/national culture on service predisposition, using Lee‐Ross's Service Predisposition (SP) Survey, plus items from Hofstede's IBM attitudes survey and from the Chinese Values Survey. Design/methodology/approach – The...

Much of tourism development is predicated on the successful working of organisations alignment in the form of partnerships or “networks”. However, tourism networks have been relatively neglected as an area of academic study. This paper presents findings of research focusing on international...

First of three review articles seeking to organize and summarize work on the definition and specification of quality in the hospitality industry – this one covers early work on quality definition and specification.

Reviews the development of systems and techniques in the hospitality industry. Describes the transfer of quality management applications from the manufacturing sector to hospitality and discusses their further development to cope with the diverse, tangible/intangible product mix. Also deals with...

This third and final article in a review series covers the literature relating to modern developments in quality measurement and management. It carries on the themes developed in the previous two articles and to some extent explores the way these aspects are interrelated. This review ends with...

Examines the impact of trends and fashions on international leisure resort design. Two types of trend are identified: the changing behaviour and attitudes of “tourists” and the forces of fashion, which also influence architectural design. Discusses various travel and leisure trends and...

Although there is much in print dealing with hotel design and hotel operation, there are no publications in which the relationship between the two is discussed. Describes the Marriott Courtyard concept of Scotts Hotels Ltd, in which the construction, services and operational style of the hotels...

Describes the development of a continuous quality improvement process at component manufacturer ICL Kidsgrove. Traces early innovative work with quality circles through to the effects of a company‐wide quality process. Structures, systems and staff practices have all changed considerably...

Presents the findings of a survey of graduates who received the higher national diploma in hotel, catering and institutional management at Norwich in 1984. With the benefit of ten years′ experienced hindsight they identify the skills that they feel they gained and those that they felt were not...

Examines variations in the nature of hospitality operations from a strategic perspective. Operational strategy is regarded as a response to environmental risk. Looks at various ways in which organizations have decentralized their operations in response to environmental conditions. Hospitality...