About
43
Publications
80,047
Reads
How we measure 'reads'
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text. Learn more
435
Citations
Introduction
I am interested in the concept of hospitableness across hospitality and tourism but also in other fields such as nursing and airports.
Current institution
Additional affiliations
February 1999 - July 2009
Publications
Publications (43)
Hospitality has been researched in many settings across domestic, commercial and not-for-profit organizations. The role of volunteers in hospital settings has become more important in recent years. This study investigates how management can foster and maintain hospitable behaviour by host volunteers and what factors facilitate or hinder hospitable...
Authentic learning is a critical pedagogy and curriculum requirement in higher education to better prepare students for future workforce requirements. As such, educators adopt a range of authentic learning tasks such as work-integrated learning, industry reports, and field trips to enable student engagement in current industry issues. Although such...
Talent management is crucial to the success of the hospitality industry, with its impact on the industry’s ability to attract, develop and retain talent. This paper examines talent management challenges and opportunities in preparing Generation Z students for future work using semi-structured focus groups with a sample of 55 participants from the D...
This research explores commercial friendship within Dutch pubs, focusing on the transition from transactional to personal interactions between bartenders and guests. The study uses semi-structured interviews and thematic analysis to reveal that commercial friendship shares many similarities with non-commercial friendship but differs in important as...
Hospitality has been researched in many settings across domestic, commercial and not-for-profit organizations. The role of volunteers in hospital settings has become more important in recent years. This study investigates how management can foster and maintain hospitable behaviour by host volunteers and what factors facilitate or hinder hospitable...
The current study explores to what extent design thinking supports students in hospitality education to develop higher-order thinking skills. A survey and student portfolios were used to gain insight into students’ thinking skills. Findings demonstrated that industry partners were more satisfied with the students’ thinking and innovation skills tha...
This paper considers the role that volunteers have in making a museum a hospitable place for visitors. It proposes a model of the factors which impact on the ability of volunteers to provide a welcoming atmosphere to visitors and colleagues alike. An exploratory, qualitative approach was used by the two researchers who had been asked to run a serie...
This paper focuses on the factors that influence the authentic learning practices in the Tourism, Hospitality, and Events (THE) education context from a teacher’s perspective. To align with emerging industry changes due to the COVID pandemic, and also bridge the gap between industry and education, experiential learning can play a key role in helpin...
This study was conducted to investigate the impact of applying a Design Based Education approach to teaching on International Branch Campuses. A focus group was held with staff from Stenden Hotel Management School’s IBCs after which themes were identified from the transcripts and the academic literature on Transnational Education, Design Based Educ...
his study explored employees’ attitudes towards team-building events. Anonymous qualitative data were obtained using netnography and analysed through an interpretive content analysis approach. The data analysis yielded sixteen codes and five main themes, on the basis of which employees’ attitudes were modelled into eight categories, represented on...
This article aims to contribute to the theoretical understanding of the hospitality servicescape. Through this analysis this article makes recommendations to managers on how they can set about creating a genuine sense of welcome and hospitality in a contemporary setting. It uses a case study of Jabixhûs, a “prayer house” in the northern Dutch city...
This article considers the impact foreign food experiences can have on an individual. Food can be transported across the globe and be a catalyst for understanding and integration, but it can also be used to emphasise the “otherness” that sets people apart from those around them. This may lead them to “gaze” on foods they are unfamiliar with distast...
This chapter outlines the political history of Vietnam and the importance of tourism and hospitality to its continued development. It describes the growth of tourism and hospitality education provision and how that fits in with the development of a thriving tourism sector of the economy. Vietnam’s control economy has impacted on the ability of the...
This paper considers the value of industrial placements in providing an opportunity for hospitality students to develop soft skills in the workplace in addition to the technical skills learned at their educational establishments. While there are concepts such as “problem-based learning” which help students to think across subject silos, this paper...
This paper considers the growth in large retirement villages which appear to have many of the same
facilities as upscale resorts, and asks what attributes and traits the managers of these facilities require in
order to be successful in their roles. After a literature review of what is known about characteristics of
hotel managers, the literature av...
The purpose of this paper is to determine the influence of compagnies product market strategies, in-company and external structural factors on skill levels, work organisation, job design and people management systems.
This project was funded by the Economic and Social Science research Council
Este artículo analiza la importancia del Tratado de Waitangi (1840) para la Educación Superior en Nueva Zelanda, y cómo influye la experiencia educativa de los estudiantes de hospitalidad, turismo y organización de eventos. Este articulo examina los trabajos publicados sobre diversidad cultural, internacionalización y desarrollo curricular; el pape...
This paper sets out to consider the stage of development of the Facilities Management (FM) sector in New Zealand and draw lessons from other countries which may be further down the road of professionalisation. A comprehensive literature review was conducted in order to learn from other regions. This was followed by a " world-café " discussion forum...
Evidence suggests that hospital patients receive the medical treatment they need but are sometimes left feeling depersonalized and alienated with their overall treatment. This New Zealand study explored the lived experience of hospitality among adults during their recent hospital stay. A hermeneutic phenomenological methodology was used to design a...
This paper proposes a new gaze: the refractive gaze. To provide a contextual framework for it, this paper explores Foucault's (1963) physicians gaze; Urry's (1999) tourist gaze; Maoz's (2006) mutual gaze and Bell's (2005) prescriptive and nervous gazes. We introduce the refractive gaze by examining how tourist-gastronomes negotiate food risk and ho...
This research paper conducts a review of the development of facilities management as a profession and some of the key moments in that journey. It then considers the situation of New Zealand, which has a number of characteristics such as a small population, relatively few large organisations which might make use of Facilities Management (FM) at a st...
By using Heidegger's concept of Da-‐sein this paper will investigate the meaning that airport customers ascribe to the airport. Looking at the meaning of the airport experience for individual airport customers will allow researchers to develop an understanding of what it is like to be in an airport. This understanding of being in an airport is a n...
This paper considers what is known and extends the knowledge about the value of using posters in tertiary student assessment. It carries out a literature review before considering academic staff and student feedback on poster presentations, highlighting the rationale for using them, challenges in implementing posters as a form of assessment, and st...
Purpose
This study seeks to investigate the impact of empowerment on both organizational citizenship behavior (OCB) and average check size per customer for individual restaurant servers in the United States.
Design/methodology/approach
This empirical study was designed by using three different sources of information: employees' self‐reports, super...
Purpose
The purpose of this paper is to present some of the fundamental barriers and challenges in the use of Six Sigma as a business improvement methodology in the hospitality industry.
Design/methodology/approach
The approach taken was to collate data through observations made by the third author during the execution of the research project with...
Th is paper evaluates the customer needs of cruise passengers in a context of industry ports in the province of Newfoundland and Labrador, Canada. Th e study was conducted for the Cruise Association of Newfoundland and Labrador (CANAL) providing primary data as part of their assessment for their Port Readiness Program. Th e results are generated fr...
This textbook is one of 20 books in the Routledge Advances in Tourism series edited by Professor Stephen Page of London Metropolitan University. The introduction states the target market is students and practitioners in the hospitality field. Its authors are all prolific authors in the area of customer satisfaction, consumer behaviour, tourism mark...
This study was part of a Knowledge Transfer Partnership project involving the University of Strathclyde and Royal Navy Base Faslane on the Clyde. The main focus was a market research study to assist in the development of a retail hub for service personnel and civilians to use while on the base. In the course of the study, it was noted how many obst...
This paper considers the renovation of hotels in the context of facilities management. It evaluates a study carried out in Egypt into the attitudes of hotel general managers about the importance attached to hotel renovation and refurbishment. The findings show that whilst hotel managers express a belief in the importance of hotel renovation, there...
This paper considers ‘publications counting’ literature, that literature which seeks to establish league tables of the published output of academics. Often justified on the grounds of benchmarking for supporting tenure and appointment decisions, publications counting literature is revealed to be methodologically flawed. This paper focuses on the ma...
This paper examines conceptual links between facilities and hospitality management in the context of customer satisfaction. In both areas, there has thus far been a lack of theorising about the subject-matter which might legitimately be encompassed within subject boundaries. By focusing on the single area of customer satisfaction an attempt is made...
Since the first Thatcher administration, tourism policy in the UK has been driven by the perceived potential of the tourism industries to generate employment to compensate for decline in traditional 'smokestack' industries and the concomitant loss of manufacturing jobs. This is perhaps nowhere truer than in Scotland where, since 1979, evolving poli...
The quality of a guest's hotel experience is frequently dependent on the consistency with which hotel standards of service are applied. Where the existing systems break down, guests will complain. This should be viewed as an opportunity for the hotel's management. However, some hotel direct guest contact personnel may view guest complaints as cause...
