Journal of Hospitality and Tourism Management

International students have, for many years, sought higher education in the United Kingdom (UK) and other major English-speaking destinations (MESDs). Recently, a combination of government initiatives, development of the higher education sector and...

Hospitality management degree programs have changed significantly since they were first introduced in Australia over 30 years ago. This article reviews the development of these undergraduate degree programs in hospitality using a combined macro and...

This article is founded on Broadbridge, Maxwell and Ogden's (2006) work on the job experiences and career expectations of Generation Y undergraduates who are soon to embark on their full-time careers. The industrial context under examination is the...

This article addresses the concept of employee-customer linkage research and proposes the addition of social identity theory as an important consideration in managing employee-customer interactions and customer satisfaction. Following the creation...

This article describes research designed to investigate the relationship between burnout and perceived organisational support (POS) among front-line hospitality employees, Three hundred front-line employees of a multisite hospitality firm were surveyed...

Hospitality and tourism-based service-providers are subject to negative stress outcomes associated with the performance of emotional labour, such as emotional exhaustion. Research on emotional labour and associated outcomes is, however, lacking in...

Focusing on the concept of international hotel manager, the overall aim of this article is to build up a connection between issues in the generic literature of expatriate management and the notion of international hotel manager. In this sense, the...

Despite major changes in consumption habits, particularly in relation to meal eating patterns, (Mikela, 2000) 'remarkably little has been written on consumer choice in a hospitality industry context' (Clark & Wood 1999, p. 317). Indeed a decade...

This article offers an overview of the current state of food and beverage management research and some recommendations for the future development of the field. It begins from the premise that establishing such an overview requires an appreciation of...

What is it that consumers see when they read the wine label? This article begins from the premise that the label does not merely consist of words that describe the contents of the bottle, but also contains clues to complex social, cultural and economic...

One of the essential aims of service process organisation is to increase the added value for the customer, thereby increasing customer satisfaction and stimulating consumption. In a haute-cuisine context, customers typically have a higher degree of...

The Liebeck hot coffee case is discussed, showing that the court's decision was not whimsical, but predicated on the knowledge and behaviour of McDonald's as represented and displayed by their employees and agents. Subsequent research establishing...

Mass customisation (MC) is a well-established paradigm in many sectors of industry. The reason for this study was that flight catering appeared to be the first sector of the hospitality industry to be adopting MC. There was a prima facie case that...

Although food is a vital part of the chemical process of life, the manner in which people choose the foods that they eat is subject to a wide variety of external and internal influences. This study employed a sequential mixed method research design...

This article continues the advocacy themes of recent hospitality research, which promote an interdisciplinary approach. This embraces the culinary arts, broader humanities disciplines and media studies, among others, and might complement the dominant...

Careers in the tourism industry are relatively new phenomena and have not been the subject of extensive research. Yet, it is clear from the little research that is available that high levels of mobility and unclear career paths stigmatise tourism careers....

This article addresses the nature of skills in international hospitality. Frequently characterised as 'low skills', it is increasingly recognised that skills bundling in services such as hospitality cannot be solely seen in terms of the technical attributes...

This article examines the relationships between heritage tourism and shopping. It considers two towns--Castlemaine and Maldon--which were established in the Australian Gold Rushes of the 1850s. Both towns feature relatively intact 19th century streetscapes...

Given the increasing arrivals of international tourists to Malaysia, this research assessed the expectations and perceptions of service quality in Malaysia's hotels by applying a modified version of the SERVQUAL model. Comparisons among Malaysian hotel...

This article investigates how in-flight service, reservation and ticketing, airport service, reliability, employee service, flight availability, passenger satisfaction, pricing (value), and airline image determine passengers' future behavioural intentions....

Tertiary providers of hospitality management degree programs must fulfil the needs of student, industry and academic stakeholder groups. The students attracted to this type of program tend to be motivated primarily by the anticipated vocational outcomes....

As many hotels have started implementing wireless networks to support a wide variety of business processes, others have followed suit in order to match the competitor's service offerings. Thus, although the adoption of wireless technologies is in many...

This article unpacks the content of Australian Workplace Agreements (AWAs) in the hospitality industry and makes a comparison with collective agreements that have been negotiated in the industry. The article reveals that, in the hospitality industry,...

The purpose of this article is to describe and document the nascent state of hospitality in colonial Victoria from the 1830s until the gold rushes of the 1850s. The primary source of such an account is the personal journal of a public servant, George...

This study was conducted to explore leisure motivations with regard to tourist attractions. A survey of a convenience sample of residents of Melbourne, Australia, was conducted. The sample was then segmented based on the likelihood of visiting a cross-section...

In recognition that they largely control the context in which legalised gambling is operated, state governments in Australia have taken an increasingly active role in encouraging the gambling industry to implement responsible gambling practices. In...

This article summarises a case study investigating the relationship between a disastrous forest fire and the local tourism industry. During the summer of 2003, the region of Kelowna in British Columbia experienced an unusually severe forest fire that...

In the past two decades, there have been 76 published articles that have segmented tourist samples into clusters (Jackson, Inbakaran, & Schmierer, 2003). The principal aims of such research are to better understand tourist characteristics, to identify...

The research reported in this article explores why consumers choose to book their travel arrangements with travel agencies in regional settings. Consumers can now access online bookings for airlines, accommodation, transportation, sightseeing tours...

The debate over the adequacy of competency-based training (CBT) to meet the needs of service industries is far from over. In Australia, the national training package qualifications (which are CBT based) are well entrenched, with competency elements...

A range of stakeholders should inform planning processes if these processes are to be consistent with best practice principles. This article examines the case of the Twelve Apostles Visitor Centre, a tourism development proposed to be located in a...

A survey of 3000 UK conference venues took place in 2001 as part of a PhD research program. One aspect of this research highlighted the perceived strengths and weaknesses of the UK conference sector in terms of service quality. This article provides...

The rote of emotions in consumer attitudes and behaviour has become the focus of much recent research, and no doubt this trend will continue as new findings bring benefits. Within the tourism literature, emotions or affect have been investigated in...

Welcome to volume 12, issue 2 of the Journal of Hospitality and Tourism Management. One of the aims of the journal is to provide a link between the hospitality, tourism, leisure, travel and event industries and academia. As in previous years, I have...

This article reports on a study at an Australian zoological property to provide a baseline profile of adult customers, their perceptions of service quality at the zoo and of implications for management. This study discusses options to secure information...

Growing competition in the hospitality sector and the need to remain customer focused impose the need to provide excellence in service and quality to retain and propagate customers. Restaurants and cafes in Hamilton (the fourth largest city in New...

Governments, as key stakeholders in the development of events, produce policies in an attempt to facilitate the growth and potential of events as a platform for industry and economic development. To date, however, there has been a paucity of research...

This article presents a summary of findings from a continuing investigation into the historical origins of hospitality in the ancient and classical worlds, focusing mainly on the Greek and Roman civilisations, After considering the etymology of hospitality,...

Welcome to volume 12, issue 1 of the Journal of Hospitality and Tourism Management. In an attempt to provide a forum for the publication of contemporary research in the areas of hospitality management, tourism management, travel management, leisure...

Fast food is a major source of jobs for youth, and these jobs are often characterised as 'McJobs'--low-grade, unskilled, unpleasant and poorly paid. However, it has long been recognised that the technical and social relations of work can be complex...

The concept of service recovery has been a topic of interest to the service industry for the primary reason that consumer satisfaction has a direct link to loyalty and enhanced organisational profits (Buttle & Burton, 2002; Hart, Heskett, &...

Today's hotel guests require a high quality experience from their stay in a hotel. They expect quality service, product, atmosphere, entertainment, value for money and prefer hotels with a 'service personality' rather than those perceived as offering...

This article builds on an ongoing debate regarding the nature of hospitality management education by adopting a social scientific approach to the study of hospitality. It does so through focusing on the home setting. Major themes from studies on the...

Research was undertaken to confirm those areas that guests report as critical in the dining experience. Surveys were distributed in Auckland and Hamilton, New Zealand, that resulted in a data set of 506 useable responses. The survey contained both...

This research pa per looks into the factors that account for the differences between the Asian and western travellers when it comes to satisfaction with their stay in Malaysian hotels. The paper goes on to review the literature on the concept of customer...

This paper reports on a research project that involved the analysis of accounts of 'most memorable meal' occasions. Respondents' perceptions of the meal experience and service encounter, and the mythologies, values and meanings employed to construct...

Richards, G., & Wilson, J. (2004). The systematic study of backpacker travellers has now become a recognised and valuable branch of tourism scholarship. It has, however, been viewed by some as relatively inchoate in terms of research directions...

Welcome to Volume 11, Issue 2 of the Journal of Hospitality and Tourism Management. One of the aims of the journal is to provide a link between the hospitality, tourism, leisure, travel and event industries and academia. As in previous years, I have...

This article analyses a subset of 1204 international tourists from 5 jurisdictions who were surveyed as part of the ATLAS Cultural Tourism Project. The study seeks to compare and contrast the trip and demographic profiles of visitors, and their motivations...

This article presents an analytical framework for studying events-tourism knowledge networks at the interorganisational level. A review of literature on interorganisational relationships, knowledge management end knowledge networks precedes a discussion...

Australia-wide, the tourism sector is valued at over $60 billion per annum, with at least a third being in the nature, eco and adventure tourism sector. With increasing tourist numbers, the problem becomes one of managing tourism in protected areas,...

This article explores the issue of how hospitality knowledge is created in the context of generic theory. Specifically, it demonstrates how the evolution of concepts and underpinning theory may not be matched by empirical studies in the hospitality...

The need for high-quality leaders in the hospitality industry has been readily recognised and is seen as critical to the long-term well-being of the industry. In recent years, the industry has undergone something of a sea change in its gender composition,...

This article reports on research conducted using the Critical Incident Technique to explore the nature of service failure and associated service recovery strategies used in hotels. Using a questionnaire-based approach, data were collected in hotels...

Ricarda B. Boucken & Sungsoo Pyo (Eds.) (2002). New York: Haworth Hospitality Press. Hardback US$39.95; ISBN 0-7890-2146-3 Softback US$22.9; ISBN 0-7890-2147-1 The book Knowledge Management in Hospitality and Tourism is an excellent resource...

Welcome to volume 11, issue 1 of the Journal of Hospitality and Tourism Management. To provide a forum for the publication of contemporary research in the areas of hospitality management, tourism management, travel management, leisure management and...

Many corporate hotel and other accommodation providers whose business guests represent a large proportion of their clientele have difficulty with occupancy rates during the weekends. It is common to see this type of establishment offering special deals...

The ability of management to understand their customers is an important part of any successful business and this is particularly true within the hospitality industry. Globalisation has created a demand for international hoteliers to meet the needs...

The primary objectives of this study were to explore the reasons behind hourly employee turnover and to explore variables that would assist in predicting employee retention in the lodging industry. Data was collected from 230 hourly employees in 10...

Although previous research has demonstrated the paramount importance of information and communication technology (ICT) for marketing and distribution in tourism, hotels still lag in their strategic implementation and management of ICT. While researchers...

Growing interest in travel by seniors has generated numerous opportunities for the tourism industry to develop new products and services to meet the specific demands of this group of travellers. In the future seniors will become even more able to afford...

Holton III, Bates, Seyler and Carvalho (1997) define transfer of learning as the degree to which trainees apply to their jobs the knowledge, skills, behaviours and attitudes they gained in training. One of the focal points of the evaluation of transfer...

Recreational Tourism: Demand and Impacts (2nd ed.) By Chris Ryan (2003). Clevedon: Channel View Publications ix + 358pp, US$79.95, hardback ISBN 1-873150-57-1, US$35.95, paperback ISSN 1-873150-56-3. This book is a second edition of Recreational...

Welcome to Volume 10, Issue 2, of the Journal of Hospitality and Tourism Management. One of the aims of the Journal is to provide a link between the hospitality, tourism, leisure, travel and event industries and academia. As in previous years I have...

This pager examines the integration of environmental management with marketing through the application of demarketing in the marketing mix. The marketing material of a commercial tourism business based in a national park and the park itself is examined...

Intense competition and the augmentation of business opportunities are two distinct characteristics of the globalisation of worldwide markets and economies. These trends are valid across many industries but are particularly applicable to the global...

The tourism environment is becoming increasingly competitive, dynamic and impacted by various global issues. Key factors such as changing consumer preferences, the increasing involvement of host communities, safety and health concerns, globalisation...

There continues to be a substantial gap between tourist-centred thinking about cultural and heritage tourism and the thinking that is characteristic of those who are from within the cultural and heritage industries. This paper asks the question "whose...

This paper argues that current directions in park interpretation reflect an increasing tendency towards the commodification of nature. The quest for profit from nature based activities, particularly tourism, has spawned an outdoor industry lacking...

This article reviews the underlying theory of tourism multipliers, and questions the underlying concepts of the multiplier. From this review of the theory it is proposed that tourist multipliers will tend to significantly overestimate the impact of...

This paper reports on a research project that evaluated the impact of training prevision for tenants and lessees of the Punch Pub Company. Training provision by the company aims to support new tenants and lessees who are taking on one of the company's...

It is being increasingly recognised that hotels should assess whether or not services aimed at particular customer categories meet the needs of these customers. This paper focuses on the importance of hotels having a cultural awareness in accommodating...

Welcome to Volume 10, Issue 1 of the Journal of Hospitality and Tourism Management. In an attempt to provide a forum for the publication of contemporary research in the areas of Hospitality Management, Tourism Management, Travel Management, Leisure...

Many workers in the tourism and hospitality industries can be classified as "front-line" service workers, as their jobs involve direct customer contact. The nature of speaking and acting in such work involves displaying emotions, which demonstrate...

Two hundred and twenty-one Australian hotel and pub managers responded to a mail survey containing items concerning (a) the positioning of their establishment in the marketplace, (b) whether they believed that background or atmospheric music influences...

Today's restaurant-goers are more concerned about having a high quality experience of dining. They expect atmosphere and entertainment and prefer restaurants with a personality rather than those perceived as offering a commodity. This study discusses...

The conventional wisdom is that there are low levels of unionisation and trade union involvement in the hospitality sector. In addition, it is argued that there are low levels of direct industrial action but that the industry's high level of turnover...

This paper reviews research and practices relevant to risk management for operators in Australia's commercial adventure tourism industry. Important concerns highlighted by the 1999 Interlaken river canyoning tragedy in Switzerland are first discussed....

A model of destination competitiveness is presented. The model seeks to capture the main elements of competitiveness highlighted in the general literature, while appreciating the special issues involved in exploring the notion of destination competitiveness...

By world standards, Australia is a safe travel destination for international visitors. Yet tourist safety can never be taken for granted, This paper reports on the deaths of 1513 overseas visitors to the country over a 4-year period, and focuses on...

Welcome to Volume 9, Issue 2 of the Journal of Hospitality and Tourism Management. In an attempt to disseminate appropriate and useful information in a timely manner, one of the aims of the Journal is to provide a link between the Hospitality, Tourism,...

Benchmarking as a tool of performance measurement appears to have gained favourable recognition across many industries, including many sectors of the Australian tourism industry. The authors reviewed recent benchmarking literature, case studies from...

The group of cultural tourists has received a lot of attention in the past decades. Nevertheless only few attempts have been made to study the characteristics of the "cultural tourism market segment". Besides, it is often implicitly assumed that this...

By comparing and contrasting the management of visitor attractions in Scotland and Australia, this paper investigates the extent to which visitor attractions in Scotland can benefit from management "best practice" from a "leading edge" tourism destination....

This paper explores the determinants of propensity to volunteer as a foundation for developing a conceptual model to enhance understanding of voluntary participation. The paper reviews literature on existing theoretical models applied to volunteering,...

This paper explores the actors and their relational constellation in the Northern Territory tourism policy domain. The policy network approach is employed as an analytical tool to describe and explain the complex nature of the interaction between the...

This article is a contribution to the current debate on a wider understanding of hospitality and its establishment as a robust academic discipline. A number of academics have recently argued that both the current research agenda and the educational...

The paper examines the use of wildlife icons as marketing devices and attempts to find out whether the choice and effectiveness of appropriate icons is mainly dependent on the attractiveness of specific species or on their relevance to the environment...

The Licensed Club Sector constitutes one of the oldest and most "resilient" community and leisure service management sectors within Australia. Being principally community-based, most licensed clubs have been established and have continued to operate...

Hospitality management higher education's historic origins have resulted in a strong vocational ethos permeating curricula. Knowledge about hospitality has been drawn from the industry and the world of work rather than from the many disciplines or...

Since the Conservative government abolished the hospitality Wages Councils in 1993 a debate has raged about the impact of wage floors on employment in the hospitality sector. The Labour party, then in opposition, promised a reform of unregulated wages...

During the last years, research has focused more on the tactics surrounding Internet development such as the development of web site content and design, and only recently on the competitive dynamics of the Internet and on building successful e-commerce...

It is with great pleasure that I take over the position of editor for the Journal of Hospitality and Tourism Management. Formerly the Australian Journal of Hospitality Management, the Journal enjoyed eight years of successful publication guided...

The last two decades has seen an increase in research attention on the small hospitality business. This indicates a recognition of the important role this sector plays within the industry and potentially valuable contributions to rural and perhipheral...

Event Management has emerged as a distinct field of study and career path, with increasing professionalism, yet its scope and boundaries are somewhat unclear and it is not connected to a disciplinary core. This paper examines its status as an academic...

This paper examines the question of how local communities value the contribution of natural and cultural heritage to their well-being. The provision and management of protected areas is strongly influenced by the perceptions of managers and planners...

A number of appraisals of the field of leisure studies have been published in recent years, in explicitly `millennial' publications (eg. the special edition of the Journal of Leisure Research and Jackson and Burton's Leisure Studies: Prospects for...

Fiji experienced two coups in 1987 and another in 2000. These events had a negative impact on the tourism industry and led to the implementation of "crisis action plans". This paper examines the different recovery strategies that were adopted in 1987...

People with disabilities and their tourism experiences have largely been an under researched phenomenon. In the academic sense, disability issues and tourism have remained separate areas of study. This paper will examine the inequities experienced...