Kevin Nield

The role of food service in tourist satisfaction.

Abstract The paper is based on empirical investigation carried out amongst a 341-sample population visiting the Black Sea resorts of Romania in August 1997. The purpose of the study was to investigate the role and importance of food service in tourist satisfaction and to note any differences in satisfaction levels between regional groups. Analysis of the findings revealed that significant differences existed between three tourist groups’ satisfaction perceptions of value for money, quality of food, number of dishes, standard of food service, variety of dishes, presentation of food and speed of service in general; and of bread, coffee, meat and soup in particular. Overall results further indicated that quality of food, value for money, variety of dishes, attractiveness of surroundings and presentation of food were the attributes that most affected the overall food service experience in Romania. The paper concludes that food service is an important contributor to tourist satisfaction and that there are significant differences in satisfaction levels with food service between eastern and western European, and Romanian tourists.

Towards a Theory of Intraurban Hotel Location

In his seminal paper on the urban land market, Alonso notes that when a purchaser acquires land, he acquires two goods (land and location) in one transaction, and a single payment is made for the combination. Thus it is possible to trade off a quantity of land against location, the principle underlying Alonsos bid-rent analysis. It is argued that the Alonso model of bid-rent analysis is still applicable to those types of economic activity which display a hierarchy of use in terms of distance from the city centre. The concern here is with hotel location, and we develop a model of the Alonso type which casts light upon the intraurban location decisions of hotels.

Quality Certification in the Hospitality Industry: Analyzing the Benefits of ISO 9000

The quality-accreditation process known as ISO 9000, a longtime standard for manufacturers in over 90 countries, is gradually being adopted by hospitality companies. A survey of 34 ISO 9000-certified hospitality operators in the UK found mixed opinions regarding the benefits stemming from that accreditation. Studies in other industries suggest that certification should help a company improve operations, strengthen marketing, and boost staff morale. Although this survey also found that accredited hospitality organizations likely will gain operational benefits, the hoteliers reported a lesser likelihood of gaining marketing and human-resources benefits. Since ISO 9000 is based on formalizing operating processes, it makes sense that documenting those processes will return operational benefits. Benefits in human resources, however, can be achieved only if employees participate in the documentation process. It is likely that an increasing number of hospitality companies will choose ISO accreditation. This study indicates, however, that the ISO certification does not confer automatic marketing advantages to the companies that earn it.

Questioning the myth of the Chinese learner

This paper considers the learning, teaching and assessment preferences of the Chinese learner in the context of distance learning. To do this a literature search of the teaching, learning and assessment preferences of Chinese students was conducted. The search indicated that there are several possible differences. These are that Chinese students are rote learners who have distinct preferences for certain methods of teaching, learning and assessment, and have a different view of the role of the teacher. In order to test this, a qualitative questionnaire covering these issues was completed by 25 Hong Kong Chinese students who are studying distance learning courses offered at the School of Sport and Leisure Management, Sheffield Hallam University. From the research the paper concludes that there are educational differences that must be addressed if Chinese students are to reach their full potential on distance learning courses offered by UK universities.

The role of quality and eco-labelling systems in destination benchmarking

There have been limited applications of benchmarking in tourism, particularly for tourist destinations. This paper proposes that benchmarking may be used in managing the performance of tourist destinations. It suggests that eco-labelling and quality systems may be used as enablers of destination benchmarking when eco-label and quality system information is available but other benchmark information is not. Further, the paper argues that there are a number of potential benefits in using eco-label and quality system information as a substitute for conventional benchmarking material.

Importance-performance analysis and cultural perspectives in Romanian Black Sea resorts.

ABSTRACT A number of research studies have been undertaken to investigate the importance and performance of destination attributes for holidaymakers visiting different locations and attractions. However, there has been limited investigation of visitor satisfaction with the Black Sea resorts. This paper reports the findings of empirical research carried out in Romania in order to highlight the importance of and performance levels of major destination attributes of Romanian resorts with respect to cross-cultural differences. Findings are analysed and limitations and implications discussed.

An Overview of Benchmarking Literature: Its Strengths and Weaknesses

Abstract The aim of this paper is to review the concept of benchmarking with emphasis on its strengths and weaknesses and the methods by which it can be applied to tourist facilities and destinations. To achieve its aim, the paper presents several approaches to the benchmarking and benchmarking development. In doing this, it examines the perceived benefits and costs of benchmarking and the implementation process. It then examines the different benchmarking methods using qualitative and quantitative research to identify performance gaps. From this, weaknesses of past benchmarking research are addressed. Finally, it analyses the development of benchmarking within the tourism industry together with some examples and its limitations.

Competition in the U.K. beer market: further intervention in the U.K. beer market may produce a brand oriented market at the expense of competition and consumer choice

Abstract In the last five years, due to regulatory intervention, the U.K. brewing industry has become increasingly concentrated. Major players have left the market diversifying into other areas and others have reduced their commitment to brewing and are now poised for desertion. If further intervention is again imposed upon the industry at a European level, it will become further concentrated as single focus strategies are implemented. This will lead to brand oriented market-lead industry, at the expense of competition and ultimately the consumer.