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Publication date: 2 May 2007

Li-Jen Jessica Hwang

With the move towards a consumer-orientated approach in the hospitality market, this article investigates the impact of the servicescape on female's hotel experiences and examines…

Abstract

With the move towards a consumer-orientated approach in the hospitality market, this article investigates the impact of the servicescape on female's hotel experiences and examines the helpfulness of the hotel grading to their female customers. The findings suggest that the hotel's products arguably did not adequately meet female travellers’ expectations, especially for businesswomen, and that the hotel grading offers scant information about the quality of hotel service and facilities catering for female customers. The industry needs to address its currently male-oriented service products to meet the needs of women travellers, particularly as they are anticipated to be the fastest growing segment of the travel market for the next century.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-506-2

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Article
Publication date: 1 May 2006

Li‐Jen Jessica Hwang and Andrew Lockwood

To provide insight into the barriers to the application of best practices in hospitality and tourism small‐ and medium‐sized enterprises (SMEs) in the UK.

12137

Abstract

Purpose

To provide insight into the barriers to the application of best practices in hospitality and tourism small‐ and medium‐sized enterprises (SMEs) in the UK.

Design/methodology/approach

In‐depth interviews were conducted with owners, managers and staff in 89 award‐winning business in the hospitality and tourism industry. Eight areas of best practice that arose from an initial pilot study were investigated in the sample population of SME's. With a holistic and multiple‐cases analysis approach, the case studies are assembled to form a portrait of hospitality and tourism in the UK.

Findings

Results suggest a model identifying seven key capabilities that underlie the adoption of best practices and six barriers to their implementation. The seven key capabilities for hospitality and tourism SMEs are customer focused goals, planning and control, partnering and networking, internal and external communication, achieving consistent standards, strategic workforce management, cash flow and performance management. The six barriers to implementing best practices were identified as changing demand, limited resources, lack of skilled labour, lifestyle, lack of competitive benchmarking and location, all of which could create turbulence in the operational environment.

Research limitations/implications

As hospitality and tourism SMEs appear to inherit characteristics derived both from the small and medium size of the operation and the nature of the industry sector, the implications of the model and the associated barriers may create obstacles to the benefits of competitive benchmarking and lead to a loss of the pride and passion and impede the growth of their business.

Originality/value

Considerable diversity is demonstrated amongst SMEs in relation to their use of strategies while confirming some of the difficulties and challenges inherent to the industry and endemic to smaller organisations.

Details

Benchmarking: An International Journal, vol. 13 no. 3
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 1 December 1999

Jessica Li‐Jen Hwang, Terry Desombre, Anita Eves and Michael Kipps

Reforms of the NHS’s healthcare structure have placed additional pressure on all aspects of hospital management. Evaluation of the effects of these reforms is difficult without…

1527

Abstract

Reforms of the NHS’s healthcare structure have placed additional pressure on all aspects of hospital management. Evaluation of the effects of these reforms is difficult without more information on current conditions. Hospital catering in acute care trusts has little contemporary background research available. With this in mind, a survey of all the acute care NHS trusts within the eight regions in England was undertaken to investigate the hospital meal service process. A mailed questionnaire asked for the meal production system, food service method and food delivery personnel used by each trust, and a copy of a weekly menu. Results, from an 80.7 per cent response rate, indicate that most trusts use batch cooking to prepare their meals, and plated meal service to deliver the food to the wards. Almost 75 per cent of the trusts use nurses, at least in part, to serve food. English foodstuffs dominate the menus. Most of the trusts have moved towards meeting the goals set by the Patients’ Charter and other NHS recommendations.

Details

International Journal of Health Care Quality Assurance, vol. 12 no. 7
Type: Research Article
ISSN: 0952-6862

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Book part
Publication date: 3 March 2005

Li-Jen Jessica Hwang, Jetske van Westering and Hsin-Hui Chen

The aim of this study is to understand the diverse ways in which gastronomy and heritage are related and how this specifically applies to tourism in the city of Tainan, Taiwan and…

Abstract

The aim of this study is to understand the diverse ways in which gastronomy and heritage are related and how this specifically applies to tourism in the city of Tainan, Taiwan and their traditional snack food. Interviews conducted with local food commodity experts in Taiwan generated in-depth insights into distinctive cultural traditions and particular historical circumstances well beyond the immediate producers and consumers. Four issues emerged from these interviews: the concept of what constitutes traditional food, modifications in the method of food production, the role of traditional food within society, and historical inheritance through mass media promotion. The drive toward innovation, when opposed by the force of tradition, can indirectly sustain the configuration of cultural heritage which can be expressed through food as the art of gastronomy.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-310-5

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Article
Publication date: 1 June 2003

Li‐Jen Jessica Hwang, Anita Eves and Terry Desombre

The provision of food and drinks to patients remains a largely unexplored, multidimensional phenomenon. In an attempt to ameliorate this lack of understanding, a survey utilising…

3473

Abstract

The provision of food and drinks to patients remains a largely unexplored, multidimensional phenomenon. In an attempt to ameliorate this lack of understanding, a survey utilising a modified SERVQUAL instrument measured on a seven‐point Likert scale was carried out on‐site at four NHS acute trusts for the purpose of assessing the perceptions and expectations of meal attributes and their importance in determining patient satisfaction. The results of factor analysis found three dimensions: food properties, interpersonal service, and environmental presentation, with a high reliability (Cronbach’s α from 0.9191 to 0.7836). Path analysis further established sophisticated causal relations with patient satisfaction. The food dimension was found to be the best predictor of patient satisfaction among the three dimensions, while the interpersonal service dimension was not found to have any correlation with satisfaction. Bridging the gaps that exist between perceptions and expectations can improve the quality of meal services for the purpose of maximising patient satisfaction and ultimately aiding in patient recovery.

Details

International Journal of Health Care Quality Assurance, vol. 16 no. 3
Type: Research Article
ISSN: 0952-6862

Keywords

Available. Content available
Book part
Publication date: 2 May 2007

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-506-2

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Book part
Publication date: 3 March 2005

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-310-5

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Article
Publication date: 1 May 2006

Jaideep G. Motwani and Victor E. Sower

1300

Abstract

Details

Benchmarking: An International Journal, vol. 13 no. 3
Type: Research Article
ISSN: 1463-5771

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Book part
Publication date: 3 March 2005

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-310-5

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