Purpose – To provide insight into the barriers to the application of best practices in hospitality and tourism small‐ and medium‐sized enterprises (SMEs) in the UK. Design/methodology/approach – In‐depth interviews were conducted with owners, managers and staff in 89 award‐winning...

Purpose: This paper aims to describe the detailed process of development of a reliable scale to measure customer perceptions of the upscale hotel servicescape that could then be used as a basis for intra- and inter-hotel comparisons and to examine relationships with other variables, such as...

Reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology (IT). Suggests that strategic success and operational implementation have been built on the prevailing IT “era”. Explores the future...

Achieving a balance between occupancy and average room rate is now well recognised as a prime determinant of good rooms department performance. Yield management techniques are increasingly used to help maximise rooms department sales revenue. However, it can be argued that the complexity of...