Hospitality Management

The Media and the Development of the Tourism Industry During the 20th and 21st Centuries: An Analysis of Four Noteworthy Cases

by Anne-Marie Hede

Firm-Sponsored General Education and Mobility Frictions: Evidence from Hospital Sponsorship of Nursing Schools and Faculty

by Alan Benson

The Impact of Culture on eComplaints: Evidence from Chinese Consumers in Hospitality Organisations Norman Au, Rob Law, and Dimitrios Buhalis

by Professor Dimitrios Buhalis

Au, N., , Law, R., Buhalis, D., 2010, The impact of culture on eComplaints: Evidence from Chinese consumers in Hospitality Organisations, in Gretzel, U., Law, R., Fuchs, M., (eds), ENTER 2010 Proceedings, Lugano, Springer-Verlag, Wien, ISBN: 9783211994061, pp.285-296.

The Impact of Culture on eComplaints: Evidence from
Chinese Consumers in Hospitality Organisations
Norman... more The Impact of Culture on eComplaints: Evidence from
Chinese Consumers in Hospitality Organisations
Norman Au, Rob Law, and Dimitrios Buhalis

aSchool of Hotel and Tourism Management,
The Hong Kong Polytechnic University, Hong Kong
{hmnorman, hmroblaw}@polyu.edu.hk

b ICTHR Bournemouth University, UK
DBuhalis@bournemouth.ac.uk

Abstract
Culture plays an important role in determining how product/service consumption is evaluated and the resulting complaining behaviour when dissatisfaction occurs. At present, the rapid advancement of web 2.0 technologies enabled hotel customers to use them easily for reporting negative experiences on the Internet. The purpose of this study is to investigate the cultural impacts on e-complaint by Mainland Chinese and non-Chinese hotel customers. Through content analysis of 964 individual complaint cases reported on TripAdvisor and Ctrip travel
review websites for Hong Kong hotels, nine e-complaint ategories were identified and compared. Mainland Chinese customers were found having far less complaint items in almost all complaint categories comparing to the non-Chinese customers. A two-way contingency table analysis further revealed that a significant relationship is found between e-complaint categories and room rates in the case of Mainland Chinese customers. The implications of the findings are discussed and future cultural e-complaint research for the hospitality industry is suggested.

Keywords: culture, complaints, e-complaints, Mainland Chinese, Hong Kong, hotels.

Restaurant managers' perspectives on halal certification

by C. Michael Hall

Syed Marzuki, S.Z., Hall, C.M., & Ballantine. P.W. 2012, Restaurant manager’s perspectives on halal certification. Journal of Islamic Marketing, 3(1), 47-58, <DOI: 10.1108/17590831211206581>

Purpose – The purpose of this paper is to investigate the attitudes of restaurant managers toward halal... more Purpose – The purpose of this paper is to investigate the attitudes of restaurant managers toward halal certification.

Design/methodology/approach – In total, 33 interview sessions were conducted among restaurant managers in halal certified, halal claimant and non-halal restaurants and the data were coordinated into common themes.

Findings – Restaurant managers feel that halal certification is very prevalent in the hospitality industry, as it promotes the importance of restaurant managers having knowledge of Muslims' dietary restrictions, sensitivity and religious practices; halal certification signifies that it has some attributes that make it unique and at the same time conforming to the Islamic dietary rules.

Originality/value – This study is very significant as this is the first paper to examine attitudes of restaurant managers in relation to halal certification in Malaysia. It is gathered that very few researches were performed in the hospitality industry pertaining to halal certification, although the demand for halal foods is growing.

The Brain Drain: Implications for Regional Economic Integration in the Expanding European Union.

by Matthew Jelavic

Jelavic, M. (2012). The brain drain: Implications for regional economic integration in the expanding European Union. In B. Chapalet, & M. Le Berre (Eds.), Producing New Knowledge on Innovation Management. Presses Universitaires de Grenoble, 99 – 111.

This paper provides a review and conceptual analysis of issues surrounding regional economic integration and the... more This paper provides a review and conceptual analysis of issues surrounding regional economic integration and the potential for inter-country brain drain within the expanding European Union (EU). As the EU expands eastward, it absorbs millions of highly skilled knowledge workers and opens opportunities for western European organisations to capitalise on this workforce. The migration of these skilled workers is a macro-exercise in eastern European knowledge management, and could have far-reaching implications at the regional, industry and organisational levels. This paper explores the context and implications of knowledge worker movement across fading borders.

Haute Cuisine Innovations: the Role of the Master-Apprentice Relationship

by Marc Stierand

Stierand, M, Dörfler, V and Lynch, P (2008) ‘Haute Cuisine Innovations: the Role of the Master-Apprentice Relationship’, British Academy of Management Annual Conference, 9-11 September, Harrogate.

The master-apprentice relationship has a long history in all areas of human education beginning from the old Greek... more The master-apprentice relationship has a long history in all areas of human education beginning from the old Greek Sophists in the West and various traditional schools in the East. Today, however, this form of knowledge transfer seems to have widely disappeared. One of the very few areas in which the master-apprentice relationship still flourishes is the field of Haute Cuisine. This field is also a particularly appropriate area to follow the process of culinary innovation. This paper investigates this unique form of knowledge transfer exhibiting features unavailable in any other form and being crucial for innovation. The present conceptual paper is the prelude for empirical research based on interviews with elite chefs.

Organising Haute Cuisine Service Processes: a Case Study

by Marc Stierand

Stierand, M and Sandt, J (2007) ‘Organising Haute Cuisine Service Processes: a Case Study’, Journal of Hospitality and Tourism Management, Vol. 14, 1, 24-36.

One of the essential aims of service process organisation is to increase the added value for the customer, thereby... more 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 uncertainty as they often lack the experience of receiving and judging quality in a haute-cuisine setting. This article reports on the application of service process organisation in a haute-cuisine restaurant. The case study shows that there is a significant need to reduce back office activities so that interaction with the customer or customer-facing processes can be increased. This can increase the added value for the customer and can result in higher profits for the restaurants as the customer is either willing to pay higher prices or to consume more. Routines should be implemented that align with segmentation and customer data, while undergoing a retraditionalisation of the service through know-how and interaction. Only interaction with, and integration of, the customer adds significant value that can be further expanded by providing an atmosphere where customer and co-customer have the chance to interact.

Reflecting on a Phenomenological Study of Creativity and Innovation in Haute Cuisine

by Marc Stierand

Stierand, M and Dörfler, V (forthcoming) 'Reflecting on a Phenomenological Study of Creativity and Innovation in Haute Cuisine', International Journal of Contemporary Hospitality Management.

Purpose: This paper aims to present and reflect on a phenomenological research process used to elucidate the nature of... more Purpose: This paper aims to present and reflect on a phenomenological research process used to elucidate the nature of creativity and innovation in haute cuisine.

Design/methodology/approach: In-depth unstructured interviews and field notes capturing subjective experiences were employed to elucidate the experiences of 18 top chefs from the UK, Spain, France, Austria and Germany with regards to creativity and innovation.

Findings: The findings presented in this paper are twofold: first, an empirical sample finding is presented in order to contextualize the type of findings obtained; second, key
methodological findings are presented explaining the process of elucidating the nature of creativity and innovation through iterative learning from the descriptions of the interviewees and the subjective experiences gathered.

Research limitations/implications: The underlying  phenomenological study is limited to male haute cuisine chefs in five European countries. Future research is planned including
female and male chefs from other countries in order to learn whether similar empirical findings can be obtained.

Practical implications: The paper presents a research process for elucidating cognitive and nebulous phenomena such as creativity and innovation to make them accessible to managers,
researchers, students and policy-makers.

Originality/value: The findings explain the process of elucidating the nature of creativity and innovation through iterative learning from the descriptions of the interviewees and the subjective experiences gathered. Further conceptual and methodological development emerges from investigating interviewees representative of the notion of the extraordinary.

Innovation of Extraordinary Chefs: Development Process or Systemic Phenomenon?

by Marc Stierand

Stierand, M, Dörfler, V and MacBryde, J (2009) ‘Innovation of Extraordinary Chefs: Development Process or Systemic Phenomenon?’, British Academy of Management Annual Conference, 15-17 September, Brighton.

A highly rated current study on culinary innovation was found to be too product- and service-oriented and narrow, more... more A highly rated current study on culinary innovation was found to be too product- and service-oriented and narrow, more appropriate to describe the culinary craft than the culinary art. Creativity seems to be put into a box and is sold as a well-structured task. Creativity, however, is an ill-structured problem solving and a systemic phenomenon. It requires social validation from the gatekeepers of the domain and if accepted changes an existing domain or transforms an existing domain into a new one. These theoretical findings were supported by selected empirical data from 19 phenomenological interviews with extraordinary chefs from the UK, France, Spain, Austria and Germany. It emerged from the interview analysis that culinary innovation is more than just product or service development and that extraordinary chefs use ill-structured problem solving. Finally, it was shown that the field and the domain have significant influence on the individual chef and her/his creations.

L’enseignement culinaire au carrefour de l’histoire : focus sur l’école hôtelière de Paris

by Kilien Stengel

Published In "Les Cahiers de la Gastronomie"

Résumé : De nombreux outils et méthodologies d’enseignement culinaires existent, basés sur des référentiels cadres et... more Résumé : De nombreux outils et méthodologies d’enseignement culinaires existent, basés sur des référentiels cadres et des livres multiples qui consignent ce que la société française souhaite transmettre de son patrimoine gastronomique.
Mais d’où proviennent les écoles hôtelières, ces temples de la transmission culinaire ? Ces lieux où la pratique se mêle à la théorie, où le discours philosophique se limite à « Oui Chef ! », la psychologie à « le client à toujours raison » et l’actualité au « Guide Michelin », enseignèrent au fils des époques du vocabulaire technique, l’excellence gastronomique, et les approches variées de la cuisine et des vins.
Les écoles hôtelières sont autant de lieux de transmission qui signalent un rapport étroit entre la volonté de conserver et celle de transmettre.

Mots clefs : histoire, enseignement, restauration, gastronomie, formation.

Abstract : There is a lot of tools and culinary methodologies of teaching. There are based on reference tables executives and multiple books pounds which present what the French society wishes to pass on of its gastronomic heritage.
But, historically, where are come from catering schools, these temples of the culinary transmission? These places where the practice gets involved in the theory, where the philosophic speech limits itself in " Oui Chef ! ", the psychology to " the customer for always reason " and the actuality to the " Guide Michelin ", taught, in the differently periods, the technical vocabulary, the gastronomic excellence, and the approaches varied by the cooking and the wines.
Catering schools are so much places of transmission which indicate a narrow relation enter the will to keep for to preserve) and that to pass on.

Keywords: History, teaching, catering, gastronomy, training.

Social Network Mapping and Analysis in the Global Aerospace Community

by Matthew Jelavic

Ogilvie, K., & Jelavic, M. (2010). Social network mapping and analysis in the global aerospace community. Canadian Manager, 35(2), 20 – 21.

Management Consulting: Understanding the Process Using Concepts in Neuroscience

by Matthew Jelavic

Vincenti, M., & Jelavic, M. (2011). Management consulting: Understanding the process using concepts in neuroscience. Canadian Manager, 35(4), 22 – 23.

Competence Management in High-Technology Organizations

by Matthew Jelavic

Jelavic, M. (2011). Competence management in high-technology organizations. Canadian Manager, 36(1), 21 – 22.

Tacit Knowledge and Personal Competitive Advantage: An Autopoietic Framework for Knowledge Management in Human Resources

by Matthew Jelavic

Jelavic, M. (2011). Tacit knowledge and personal competitive advantage: An autopoietic framework for knowledge management in human resources. Canadian Manager, 36(3), 22 – 23.

The Neurobiology of Experience: Memory-Prediction and Its Role in the Management Decision-Making Process

by Matthew Jelavic

Jelavic, M., & Vincenti, M. (2012). The Neurobiology of Experience: Memory-Prediction and Its Role in the Management Decision-Making Process. Canadian Manager, 36(4), 26 – 27.

Cultural perspectives on knowledge management in central and eastern Europe: The SECI model of knowledge conversion and ‘ba’

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2010). Cultural perspectives on knowledge management in central and eastern Europe: The SECI model of knowledge conversion and ‘ba’. Journal of Information & Knowledge Management, 9(2), 161 – 169.

This research discusses the SECI Model of Knowledge Conversion as it relates to the 10 Central and Eastern European... more This research discusses the SECI Model of Knowledge Conversion as it relates to the 10 Central and Eastern European Countries (CEECs) that are now part of the European Union (EU). The socio-economic conversion from socialism to capitalism of these societies is unique in historical precedence, whereby utilising the contextual models in knowledge conversion are applicable for understanding the implications of such a phenomenon. The results indicate that there is a unique set of variables that need to be considered within this context and for future similar situations.

Keywords: SECI; knowledge conversion; national culture; Ba; central and eastern Europe.

Knowledge Management Views in Eastern and Western Cultures: An Integrative Analysis

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2010). Knowledge management views in eastern and western cultures: An integrative analysis. Journal of Knowledge Globalization, 3(2), 51 – 69.

Traditional eastern and western views of knowledge continue to influence the knowledge management practices in today’s... more Traditional eastern and western views of knowledge continue to influence the knowledge management practices in today’s global workplace. Based on these views, several dominant theories have emerged on how to best manage in the international work environment. This research illustrates contradictions in these theories and extracts a new perspective from the dynamic literature stream. This innovative perspective provides an opportunity to leverage cultures and relationships holistically for effective knowledge transfer and cross-cultural understanding, and hence for effective management

Keywords: Knowledge, Culture, International Management, Knowledge Management, Hofstede Framework

Socio-Technical Knowledge Management and Epistemological Paradigms: Theoretical Connections at the Individual and Organisational Level

by Matthew Jelavic

Jelavic, M. (2011). Socio-technical knowledge management and epistemological paradigms: Theoretical connections at the individual and organisational level. Interdisciplinary Journal of Information, Knowledge, and Management, 6(1), 1 – 16.

This paper provides an evaluation of the literature pertaining to the autopoietic, connectionist, and cognitivist... more This paper provides an evaluation of the literature pertaining to the autopoietic, connectionist, and cognitivist epistemological paradigms. These paradigms exist at the individual and organisational level through diametrically opposed functionalist versus interpretive and integrative socio-technical knowledge management perspectives. The alignments of individual and organisational epistemologies are essential to the effectiveness of a knowledge management system. Knowl-edge management should consider the roots of knowledge theoretically in order to share or man-age knowledge dissemination successfully in organisations. The term ‘knowledge sharing’ has been emphasised and discussed comprehensively through its epistemological influential factors. This paper concludes the development of a Knowledge Management Epistemological Synthesis Model (KM-ES Model) and a comprehensive discussion and conclusion section focussing on the implications of epistemological influences on the knowledge management system of an organisa-tion. The results from this study provide both researchers and academicians with a clear under-standing of the interplay between epistemologies and a foundation for establishing an effective organisational knowledge management system.

Keywords: socio-technical, knowledge management, knowledge sharing, epistemology, cognitiv-ist, connectionist, autopoietic, functionalist, interpretive, KM-ES Model

Multidisciplinary Technical Teams: A Case Study

by Matthew Jelavic

Ogilvie, K., & Jelavic, M. (2009). Multidisciplinary technical teams: A case study. Canadian Manager, 33(3), 18 – 19.

Interorganizational Macrocultures in the North American Automotive Manufacturing Industry

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2009). Interorganizational macrocultures in the North American automotive manufacturing industry. Canadian Manager, 34(2), 20 – 21.