Australian Journal of Hospitality Management

Articles

Vol. 8, No. 1, Autumn

Growing the Right Skills through Five-Star Management
Abstract This article reports on a qualitative study where six organisations from different industry backgrounds were examined in order to investigate the effect of management style on employee skill utilisation. One of the organisations studied...
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The Hospitality Industry and Determination: A Case Study of Registered Clubs in New South Wales
Abstract Wage(1) flexibility is of particular importance for the hospitality industry, since wages are usually its largest single cost item. The payment of penalty rates is another important issue facing the industry. The critics of Australia's...
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Examining the Use and Selection of Atmospheric Music in the Hospitality Industry: Are Managers Tuned-In to Academic Research?
Abstract Despite the plethora of academic research demonstrating the commercial value of atmospheric (i.e. background) music in a variety of hospitality settings, many companies still fail to appreciate the impact that music has on their customers....
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Are Customer Satisfaction and Performance in Hotels Influenced by Organisational Climate?
Abstract This study provides empirical evidence that organisational climate is an under-utilised hotel management tool in the understanding of the relationship between employees' perceptions and hotel performance. Organisational climate dimensions...
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Assessing Frontline Management Competence. How the `Inferential Leap' Can Reach Olympic Proportions
Keywords: Frontline Management, Competency, Assessment Earlier in 2001, I stopped teaching and assessing hospitality management students in the university sector. I now teach and assess hospitality managers studying in the technical and further...
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Vol. 7, No. 2, Spring

Close Menu-Planner/supplier Relationship Vital for Successful New Product Development
Abstract There has been little research undertaken on foodservice buying behaviour and so there are no models to describe it. This is of concern, for when suppliers develop new foodservice products they need to understand the purchasing decision...
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Restaurants as a Contributor to Tourist Destination Attractiveness
Abstract Although food and wine are beginning to be acknowledged as an important dimension of the tourist industry, very little research has been conducted into the nature or the role of restaurant experiences in adding to the tourist product. This...
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Progression with Implementation of the Food Safety Standards. (HACCP)
Abstract Globally, the incidence of food borne illness is increasing. Governments around the world are increasingly acknowledging the importance of food safety as a public health and safety issue. Major reform of Australia's food regulatory system...
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Problems Encountered Applying the HACCP Approach to Food Safety: (If HACCP Can Work So Well, Then Why Do So Many Businesses Have Problems with It?)
Abstract This paper reflects the experiences of practitioners drawn from industry, retailing and regulatory bodies across the world. (Mayes and Mortimore 2001). Problems relating to the effective implementation of HACCP programs appear to lie more...
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Victoria Food Safety Program Template System
Abstract In 1997, the Victorian government amended the Food Act to make food safety programs (FSP) and third-party audit mandatory for all food businesses. Small businesses were generally opposed to the amendments due to the high costs of developing...
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Heritage Tourism and the Illusion of Safety. (Opinion Papers)
Abstract This paper looks at some recent events where tourists have been subjected to physical threat or violence and places these events within a set of theoretical frameworks that question attitudes to tourism, especially heritage tourism. The...
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Is Big Brother Watching?
George Orwell coined the term `Big Brother' to refer to an omnipresent government that relied on covert operations to monitor and modify the behaviour of its citizens (Orwell 1949). But today, as multi-national companies merge advanced technology with...
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When It's Just Too Hard to Smile!
The Christmas holiday season brings particular challenges to managers and front-line service workers in the accommodation and hospitality sectors. These staff, while striving to provide their normal high standards of service, must maintain their welcoming...
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Vol. 7, No. 1, Autumn

Profit and Principles: Business Ethics in Hotel Management Companies in Asia
Abstract When conducting business in Asia, many hotel managers employed by companies based in the West find that some of their codes of ethical conduct inhibit fluid business dealings. Evidence from the recent collapses of business in the Philippines,...
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Changing Travel Patterns with Age: Australian Evidence and the Need to Modify Current Theories
Abstract This paper examines the influence of age on the distance travelled by outbound Australian tourists. Australian departures from 1991-94 were analysed and the results compared with those of Becker (1992). Similarities existed across all age...
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Culture and Communication in a Postgraduate Hospitality Program
Abstract Given the international focus and people orientation of the hospitality industry, communication and cross-cultural skills are complementary to technical and content-based skills for hospitality employees. This paper refers to a project...
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Cross-Cultural Awareness of Hospitality Staff: An Evaluation of a Pilot Training Program
Abstract With increasing numbers of international travellers arriving annually in Australia, the cross-cultural awareness and skills of hospitality and tourism staff is becoming an increasingly important component of guest service and satisfaction....
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Vol. 7, No. 2, Spring

Editorial
What ever happened to the luxury of browsing through a textbook? When editing the Australian Journal of Hospitality Management, the last section to be completed is invariably the Book Review section. The author of the book being reviewed is no doubt...
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Service Delivery Strategies for New Year's Eve 2000: The Impact of Media Hype
Abstract In the lead up to the dawn of the `New Millennium', hospitality organisations worldwide were anticipating large-scale celebrations on New Year's Eve. In Melbourne and Sydney, media reports were primarily focussed on the expected rates employees...
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A New Zealand Investigation into the Factors Influencing Consumers' Selection of Business Hotel Accommodation
Abstract A study was conducted to determine the factors that affected business travellers' selection of hotel accommodation and their application to industry management. Questionnaires were sent to 368 named individuals from a guest database of...
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Benchmarking in the Hospitality Industry: An Important but Misinterpreted Concept
Abstract The concept and practice of benchmarking appeared in the late seventies with the meaning and implementation of this practice varying over time. In fact, confusion over the correct use of the concept has clouded the original meaning. ...
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Contemporary Tourist Trends and the Need for Transformative Education in Australia's Northern Territory
Abstract This paper argues that Australia's current training courses in tourism and hospitality need to be better equipped to accommodate contemporary trends in the tourist market. Courses need to keep pace with a pro-active approach to adapt changes...
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The Impact of Tipping on Job Satisfaction of Restaurant Servers: A Cross-Cultural Study
Abstract Tipping of restaurant servers is expected in the USA and is a major source of their income. However, tipping of servers in Australia is not normally expected. This study of sixty-four USA servers and seventy-five Australian servers showed...
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Vol. 6, No. 2, Spring

Comparing Apples with Apples? When Five Granny Smiths Equal a Banana, Three Pears and a Strawberry?(*)
Over the last ten years, there has been enormous progress made in encouraging `seamless articulation' between different levels of hospitality education. Subscribers to The Australian Journal of Hospitality Management reflect the diversity of hospitality...
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INTERSERVQUAL: An Investigation of the Dimensions and Measurement of Internal Service Quality in the Hospitality Industry
Abstract This exploratory study addresses issues related to the measurement of internal service quality in the hospitality industry by testing and comparing two instruments in a large entertainment complex. The first instrument, SERVQUAL, was designed...
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Perceptions of Key Success Factors and Key Success Inhibitors in Australian Restaurant and Catering Business Operations
Abstract This article reports the results of a survey conducted to obtain detailed information concerning Australian restaurant and catering operators' perceptions of their industry. Members of the Australian Restaurant and Catering Association...
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Gasless but Still Operational in Melbourne: An Exercise in Crisis Management
Abstract This paper analyses the impact of a two week gas shutoff in Melbourne, Australia and identifies ways hotel management implemented a crisis management plan dealing with guest services and staff morale. In undertaking this research, particular...
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Inaugural Martin Oppermann Memorial Lecture
The following paper, Quality in Hospitality and Tourism Services, is a summary of an address presented to an audience of hospitality industry representatives and hospitality educators by Professor Kaye Chon. The forum was held at Griffith University,...
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Vol. 6, No. 1, Autumn

Strategies for Managing Capacity in Western Australian Hotels: An Exploratory Study
Abstract In Western Australia (WA), the Asian economic downturn has depleted tourism demand significantly and due to the development of several large new hotel properties, there is a potential oversupply problem. It has been predicted that the demand/supply...
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The Use of the Internet in the Queensland Accommodation Industry
Abstract This article reports on a study done among accommodation industry managers in Queensland, Australia regarding their use of and perceptions about the Internet. Results indicate that, despite the fact that managers perceive the Internet to...
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A Profile of Sydney Club Members: Implications for Strategic Management in a Competitive Environment
Abstract Registered clubs in New South Wales, Australia have enjoyed a privileged competitive position for four decades, being the only providers of machine gambling in the state. However, increased competition for this core product and heightened...
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Event Education and Training in Australia: The Current State of Play
Abstract While the number and scale of events continues to increase in Australia as the millennium approaches, the extent to which this growth is underpinned by appropriate training and education is unclear. This paper seeks to document the current...
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Customer Behavioural Intentions in the Hospitality Industry
Abstract This paper reports on a study that refined and tested an instrument that was designed to monitor behaviours associated with customers' intentions towards a service or a firm. The refined instrument was aimed at measuring customers `intentions...
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Vol. 6, No. 2, Spring

Older Adults as a Distinct Timeshare Market in Australia
Abstract A mail-out survey of individuals who owned timeshare intervals in Australia was conducted between November 1996 and January 1997. The 1 921 valid responses from this survey were divided into four categories: under 40 years old, 40-49, 50-64...
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Perceptions of Key Success Factors and Key Success Inhibitors in Australian Restaurant and Catering Business Operations
Abstract This article reports the results of a survey conducted to obtain detailed information concerning Australian restaurant and catering operators' perceptions of their industry. Members of the Australian Restaurant and Catering Association...
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The Asian Financial Crisis: Causes and Implications for Australia's Tourism Industry
The following section present topics of contemporary interest. Abstract The 1997 Asian financial crisis was an unexpected detour from Asia's otherwise rapid rise in economic prosperity. An immediate impact of the crisis was a fall in the number...
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Quality in Hospitality and Tourism Services
The aim of this presentation is to review academic research on service quality and customer satisfaction that has been successfully integrated into the practice in hospitality and tourism operations and to identify the areas that warrant further research...
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