Nick Johns

The use of data envelopment analysis to monitor hotel productivity

Data envelopment analysis (DEA) was used to monitor and benchmark productivity in a chain of 15 hotels over a 12-month period. Quarter results were compared with each other and with standard accounting data for the same period. In this way it was possible to identify and study units which showed anomalous behavour in terms of their measured productivity and gross profit. These were apparently related to factors other than size or staffing levels. Advantages and disadvantages of DEA are discussed, as well as its potential for the motivation and appraisal of local management and for optimizing budgetary control.

International tourism networks

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 tourism networks and draws out learning points from the examination of relatively successful examples. A review of relevant literature considers the definition and description of networks, their benefits, and identifiable success factors, and the research methodology applied is described. Discussion follows as to the main functions and benefits of tourism networks in relation to learning and exchange, business activity, and community. Key issues that emerge include: structure and leadership, resourcing, engagement of participants, inter‐organisational learning, and sustainability. The paper concludes by identifying significant success factors and consequential management implications with specific references to tourism destinations as learning communities.

Consumer behaviour in the food service industry: a review.

Abstract This article reviews the literature relating to consumer studies in foodservice, an under-represented area in terms of review papers. It is organised into four sections, discussing survey work, experimental studies, and investigations relating to economics and geography, and sociological and anthropological research. Many of these articles have been published outside the usual hospitality management journals. The review examines the scope of this research, identifying areas of commonality within it, as well as gaps and weaknesses in the body of knowledge on consumer behaviour in the food service industry.

Market Segmentation and the Prediction of Tourist Behavior: The Case of Bornholm, Denmark

Data from a visitor survey on the Danish Island of Bornholm were analyzed using multivariate techniques. Factor analysis of visitors’ preferences and behavior patterns indicated three main goals: relaxation, nature, and local culture. Two distinct clusters, “active” and “inactive” vacationers, were derived from the data. Actives tended to be Germans, to plan their vacation carefully to exercise autonomy in their booking of transport and accommodation, and to value the provision of amenities on the island. Inactives were mostly Scandinavians, and though they made fewer plans, they were more likely to visit the island’s most popular attractions. On the basis of logistic regression analysis, it is suggested that the most important differentiating factors between clusters were (1) the importance accorded to amenity provision, (2) nationality, (3) age, (4) activity participation, (5) planning behavior, (6) attraction visiting behavior, (7) autonomy, and (8) gender.

Measuring service quality of travel agents: evidence from Northern Cyprus.

Service quality delivered by travel agents in Northern Cyprus was examined using a SERVQUAL scale. The translated instrument was purified using an item-categorisation technique and administered to 337 current users of travel agents in the region. Expectations and performance (SERVPERF) scores indicated that respondents were concerned most with the efficiency and least with the personalisation of the services offered. The largest service gaps were identified with the ‘modern’ appearance of the service and service-scape, and the smallest with interpersonal qualities of service. Multiple regression showed promptness, empathy, efficiency and service-scape aesthetics to be the main determinants of customer satisfaction. SERVPERF scores gave a better prediction of overall satisfaction and showed marginally better reliability and validity than those from which expectations were subtracted. Instead of the predicted SERVQUAL five-factor solution, factor analysis showed an underlying uni-dimensionality that is consistent with the findings of other authors. Possible management actions suggested by the findings are discussed in the context of the small business environment in Northern Cyprus.

Use of Service Quality Gap Theory to Differentiate between Foodservice Outlets

This paper describes the development and evaluation of a questionnaire analogous to the SERVQUAL instrument of Parasuraman, Zeithaml and Berry in order to assess the performance of a contract catering service in relation to its competitors. Although reliability criteria for the instrument were encouraging, The factor structure identified by previous researchers was found not to be present in the catering industry. Other considerations such as food and the attitudes of staf played a more important part in the meal experience. The nine study sites were evaluated on the basis of mean item scores, by discriminant and factor analysis and by multi-dimensional scaling.

Quality Management in the Hospitality Industry: Part 3. Recent Developments

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 an overview of the series and likely future implications for research and practice in hospitality management.

Career demands and learning perceptions of hotel and catering graduates – ten years on

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 provided on their college programme. Contrary to experience elsewhere, the majority of graduates had remained within the hospitality industry. In general the respondents felt that they had been given a good basic grounding in both knowledge and skills. However, computer skills were (predictably) identified as an important deficiency, as well as some marketing and management skills.

Culture and service predisposition among hospitality students in Switzerland and Scotland

Purpose – The purpose of the paper is to investigate the impact of ethnic/national culture on service predisposition, using Lee‐Rosss Service Predisposition (SP) Survey, plus items from Hofstedes IBM attitudes survey and from the Chinese Values Survey.Design/methodology/approach – The sample consisted of international students studying hospitality management at two hotel schools in Switzerland and one in Scotland. The questionnaire was administered to all who had recently completed an internship as part of their programme of study. The two Swiss schools produced 179 usable questionnaires and the Scottish school, 98. Thus data were obtained from students from many different nationalities, and effects due to differences in organisational culture or teaching methods were controlled.Findings – Significant relationships were found between the SP components and the Chinese value dimensions. The Hofstede cultural dimensions showed anomalous results. The biggest differences within the sample were those between ...

The Impact of Chinese Culture on Service Predisposition

Abstract 376 service employees at 27 Hong Kong food service outlets were surveyed using Lee-Rosss Service Predisposition Index instrument together with the cultural values questionnaire of the Chinese Culture Connection. The objective was to examine the influence of Chinese culture upon employees’ willingness to deliver service. Results suggested that cultural values influence service predisposition through specific job attitudes. Respondents perceived humbleness, loyalty to superiors and tolerance of others to have the greatest positive effect on their job attitudes. This influence was most pronounced for the service dimensions disposition and communication and the moderator deference. The cultural values that had the most negative influence on service predisposition were protecting face, conservatism and repayment of good/evil. Respondents interpreted delivering service in terms of personal deference, to the customer or their employer, rather than as a relationship with the customer. There seemed also to be a cultural reluctance to accord (unknown) customers status and hence to perceive them as worthy recipients of service.