Purpose ? The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia. Design/methodology/approach ? The empirical dataset for this qualitative study was collected through 22...

As a learning theory, the continuous improvement (CI) discourse has benefited countless manufacturing enterprises to improve and adapt their methods of production. As one of the pillars of total quality management, it has generally included a range of dynamic concepts from high involvement...

Service industries hold an increasingly dynamic and pivotal role in today's knowledge-based economies. The logistics industry is a classic example of the birth and development of a vital new service-based industry, transformed from the business concept of transportation to that of serving the...

Service industries hold an increasingly dynamic and pivotal role in today?s knowledge-based economies. The logistics industry is a classic example of the birth and development of a vital new service-based industry, transformed from the business concept of transportation to that of serving the...

The increasing acceptance of enterprise bargaining by both employers and trade unions in Australia calls into question not only the ongoing role of industrial tribunals, but also that of employer associations and their traditional role in the collective representation of individual employers in...

This paper defines foresight as being a mental model about the future and considers the role of foresight in shaping actions and events reflected in imperious, heroic, tragic and chaotic futures (defined within the paper). The paper contends that success in foresight is not about acquiring...

New South Wales is at the forefront globally in the protection of labour standards in the clothing industry by regulating the supply chain from the bottom to the top, from home workers to clothing retailers. This is the first case in which retailers are effectively brought under a legal...

This article critically examines the tensions and challenges multinational mining companies (MNMCs,) face in the formation and control of the workforce in a developing country setting. Data gathered through extensive fieldwork, interviews and observation of Papua New Guinean mineworkers shows...

This thesis describes the development of a body of theory explaining why the principals of Australian software firms have difficulty in changing the organizational structures of their businesses. The need for change is predicated on the view that availability of capital is an essential...

Environmental issues are becoming increasingly important in organization theory and practice. Corporate environmentalism is emerging as a process of addressing environmental issues facing business firms. In this paper I examine managerial perceptions of corporate environmentalism and describes...