Full-text of this article is not available in this e-prints service. This article was originally published in Development and Learning in Organizations: an International Journal, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published in the Journal of Small Business and Enterprise Development, published by and copyright Emerald Publishing Group Limited.

Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in the British Food Journal, published by and copyright Emerald Publishing Group Limited.

Full-text of this article is not available in this e-prints service. This article was originally published in Management Research News, published by and copyright Emerald Publishing Group Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in the International Journal of Contemporary Hospitality Management, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published in International Journal of Retail and Distribution Management, published by and copyright Emerald Publishing Group Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in the International Journal of Hospitality Management, published by and copyright Pergamon.

Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in the British Food Journal, published by and copyright Emerald Publishing Group Limited.

Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in the International Journal of Wine Business Research, published by and copyright Emerald Group Publishing Ltd..

The pub owning companies are placing a large and increasing emphasis on customer satisfaction, and are regularly modifying their training programmes to emphasise this requirement. All employees must be aware of their duty in this area. The independent sector is less well‐trained, and may place...