Editorial

Citation

Teare, R. (2006), "Editorial", International Journal of Contemporary Hospitality Management, Vol. 18 No. 4. https://doi.org/10.1108/ijchm.2006.04118daa.001

Editorial

This issue contains articles on recruitment, guest satisfaction, environmental management, employee job satisfaction, public house operations and performance measurement.

Steffen Raub and Eva Streit report on the outcomes of their study of recruitment practices on a European cruise line and in profiling the techniques commonly used, they note the priority given to ensuring that job applicants have a realistic understanding of the pressures involved in providing consistent service delivery on board a cruise ship. A different perspective on recruitment is offered in the article by Paula Silva in which she investigates the relationship between job attitudes and personality traits, using two hotel chains as the basis for her study. Her findings reveal that job attitudes, especially organisational commitment and job satisfaction are strongly linked to personality traits and that personality profiling would greatly assist managers in gauging the best fit between job applicants and job roles.

Edwin Torres and Sheryl Kline draw from the literature to construct a model that might be used to assist with the management of customer relations. They focus on the concept of “customer delight” which is thought to be a better measure of customer relationship management than customer satisfaction as it is more likely to generate positive word-of-mouth communications, long-term loyalty and profitability.

Wilco Chan and Kenny Ho use three hotel case study examples in Hong Kong to illustrate the business and environmental case for implementing an environmental management system (EMS). Their work with these hotels reveals the benefits that arise from imaginative EMS schemes, using a mix of internal and external resources and expertise.

Peter Jones, Daphne Comfort and David Hillier set out to review the ways in which the UK’s top ten pub operators address corporate social responsibility (CSR) issues. Their findings reveal that each operator has its own approach to CSR, with significant variations in practice. They focus their analysis on four key areas: the marketplace, the workplace, the environment and the community and arising from this, identify a number of action points.

The research in brief section presents two articles that deal with aspects of performance management. First, Yildirim Yilmaz and Umit Bititci present a practical framework for value chain analysis. Their performance measurement model consists of four stages: win order, pre-delivery support, delivery and post-delivery support. Next, Enrique Claver, Juan Jose Tari and Jorge Pereira pose the question: “Does quality impact on hotel performance?” Here, they study the reasons for the adoption and certification of quality system and the subsequent impacts on performance.

Richard Teare