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Conference Presentations by Hadyn Ingram
There is anecdotal evidence to suggest that intangibles form the most important component of ser... more There is anecdotal evidence to suggest that intangibles form the most important component
of service quality and that they are often the most difficult to manage. As cities like
London become ever more multi-cultural, hospitality organisations need to be aware of the
effects of cultural differences in service interactions. For example cultural gaffes and
indiscretions can embarrass both staff and customers and impact negatively on morale
and satisfaction. This component of service quality is clearly important, but what are
the causes and effects of culture upon service interactions in hospitality?
This paper reviews the literature on the main causes and effects of culture upon service
and proposes a theoretical framework which sets out the relationships between these
concepts. The conclusion is that, with a clearer knowledge of the causes of cultural issues,
hospitality organisations can plan appropriate remedial action.
The concepts of hospitality and culture are complicated ones and they affect each other in a hosp... more The concepts of hospitality and culture are complicated ones and they affect each other in a hospitality service context. The growth of international environment makes managers to face with increased complexity in understanding their foreign surroundings as well as the domestic changes. Culture is becoming increasingly penetrated by elements from other cultures. The globalisation, pluralism and hybridisation of culture and multiculturalism society, it makes more difficult to study about culture. But it is important to study since it has a pervasive influence on consumer behaviour (Usunier and Anne, 2005). Cultural influences change and culture expands as social, political and economic forces which they will reshape the cultural landscape. Sharing more culturally diverse community may cause more conflict and clash among vary of values. This conflicts will happened over intercultural miscommunication, cultural differences and sensitivity.
The aim of this research is to find the solution and the way to solve these misunderstandings as well as to clarify the gap between guest and host (customer and service provider) relationship that will lead to dissatisfaction and failure in hospitality and service industries.
Since, the language difference can bring confusion for both guest or host, Derrida (2000a:21) say... more Since, the language difference can bring confusion for both guest or host, Derrida (2000a:21) says that “must we require the stranger to understand us, to speak our language in all the meanings of the words, in all its possible extensions, before being able to, in order to be able to, welcome him or her”. The host’s language may cause discomfort, and be a fundamental disadvantage for his guests.
Papers by Hadyn Ingram
International Journal of Contemporary Hospitality Management, 2004
... to learn, can only bring benefits to the organization. How to create a pragmatic benchmarking... more ... to learn, can only bring benefits to the organization. How to create a pragmatic benchmarking framework, which received positive feedback from both competitor organizations. The benchmarker also encouraged other businesses to reevaluate their learning and development ...
The Tqm Magazine, 1997
Argues that, despite increasing interest in teamwork, much of the literature on the subject is in... more Argues that, despite increasing interest in teamwork, much of the literature on the subject is inconclusive and often derived from anecdote rather than primary research. Seeks to develop an empirically-based conceptual framework with which to characterize effective teamwork in ...
Team Performance Management, 1999
Teamworking is a multi-dimensional concept which has gained recent popularity and some success in... more Teamworking is a multi-dimensional concept which has gained recent popularity and some success in manufacturing, but there is little evidence that large numbers of firms in the service sector have espoused teamworking methods. This paper explores this dilemma by comparing academic perceptions of teamworking, through a review of the literature, with a study of the perceptions of practitioners. Although much has been written about group behaviour, the more recent literature on teamworking is inconclusive and is often derived from anecdotal rather than empirical research. Using information obtained from a recent study, this article suggests that the richness of the teamworking experience is not captured by some of the academic literature. It argues for a view of teamworking that is both grounded in the literature and which represents the views of managers and employees in the service sector.
Progress in Tourism and Hospitality Research, 1997
Abstract Two hundred and ninety-nine customers staying at eight small hotels/guesthouses in the U... more Abstract Two hundred and ninety-nine customers staying at eight small hotels/guesthouses in the UK were asked to provide written free responses indicating the best and worst aspects of the service they had experienced. These data were explored using the 18-point ...
Worldwide Hospitality and Tourism Themes, 2013
Purpose -The purpose of this paper is to explore the relationship between political instability u... more Purpose -The purpose of this paper is to explore the relationship between political instability upon destination image and perception and tourism consumer behavior. Design/methodology/approach -The paper takes a case study approach and uses cross-sectional and qualitative methods to measure and contrast the perceptions of respondents who have and have not, visited Thailand. Findings -The study affirms the power of image as a subjectively-held, but important lever of consumer behavior. The findings reinforce the popularity of Thailand as a tourist destination, by both those who have and have not visited, and suggest that its image is a strong one. Practical implications -The paper concludes that destination managers need to work with governments to ensure political stability, which can lead to continued tourism revenues. Originality/value -The paper suggests that the effects of adverse publicity on political instability to tourism receipts may be temporary, providing a destination has a strong perceived image (such as Thailand) and the disruption does not last too long.
Team Performance Management, 1998
The food service business is a complex one. The food and drink that a restaurant offers form part... more The food service business is a complex one. The food and drink that a restaurant offers form part of their total product and only partially explains why customers choose it. Other reasons may include service, decor and ambience. Although every restaurant needs people to ...
International Journal of Service Industry Management - INT J SERVICE IND MANAGEMENT, 1997
Home > International Journal of Service Industry Management > Volume 8 issue 3 &... more Home > International Journal of Service Industry Management > Volume 8 issue 3 > Organizational teamworking frameworks: evidence from UK... ... Previous article. Icon: Print. Table of Contents. ... Icon: Abstract. Icon: Backfiles. Icon: Print. Icon: Reprints & permissions.
Managing Service Quality, 1996
Explores way in which firms can improve service performance through people. Analyses the nature a... more Explores way in which firms can improve service performance through people. Analyses the nature and characteristics of teamworking and ways in which performance can be measured and benchmarked. Suggests possible approaches to the management of performance in the future.
Management Decision, 1997
The UK hotel sector has undergone a sustained period of change, and this seems likely to continue... more The UK hotel sector has undergone a sustained period of change, and this seems likely to continue in keeping with the prevailing market forces, defined by Tarant[1] as: those processes of competition and growth which encourage a search for identity and product consistency. According to ...
Facilities, 2001
... is often an intuitive feeling that effective design can attract customers from the desired ta... more ... is often an intuitive feeling that effective design can attract customers from the desired target market segment and enable the hotel to price ... Finally, the durability of a design is related to the concept of useful economic life and a framework for mapping refurbishment cycles is ...
There is anecdotal evidence to suggest that intangibles form the most important component of ser... more There is anecdotal evidence to suggest that intangibles form the most important component
of service quality and that they are often the most difficult to manage. As cities like
London become ever more multi-cultural, hospitality organisations need to be aware of the
effects of cultural differences in service interactions. For example cultural gaffes and
indiscretions can embarrass both staff and customers and impact negatively on morale
and satisfaction. This component of service quality is clearly important, but what are
the causes and effects of culture upon service interactions in hospitality?
This paper reviews the literature on the main causes and effects of culture upon service
and proposes a theoretical framework which sets out the relationships between these
concepts. The conclusion is that, with a clearer knowledge of the causes of cultural issues,
hospitality organisations can plan appropriate remedial action.
The concepts of hospitality and culture are complicated ones and they affect each other in a hosp... more The concepts of hospitality and culture are complicated ones and they affect each other in a hospitality service context. The growth of international environment makes managers to face with increased complexity in understanding their foreign surroundings as well as the domestic changes. Culture is becoming increasingly penetrated by elements from other cultures. The globalisation, pluralism and hybridisation of culture and multiculturalism society, it makes more difficult to study about culture. But it is important to study since it has a pervasive influence on consumer behaviour (Usunier and Anne, 2005). Cultural influences change and culture expands as social, political and economic forces which they will reshape the cultural landscape. Sharing more culturally diverse community may cause more conflict and clash among vary of values. This conflicts will happened over intercultural miscommunication, cultural differences and sensitivity.
The aim of this research is to find the solution and the way to solve these misunderstandings as well as to clarify the gap between guest and host (customer and service provider) relationship that will lead to dissatisfaction and failure in hospitality and service industries.
Since, the language difference can bring confusion for both guest or host, Derrida (2000a:21) say... more Since, the language difference can bring confusion for both guest or host, Derrida (2000a:21) says that “must we require the stranger to understand us, to speak our language in all the meanings of the words, in all its possible extensions, before being able to, in order to be able to, welcome him or her”. The host’s language may cause discomfort, and be a fundamental disadvantage for his guests.
International Journal of Contemporary Hospitality Management, 2004
... to learn, can only bring benefits to the organization. How to create a pragmatic benchmarking... more ... to learn, can only bring benefits to the organization. How to create a pragmatic benchmarking framework, which received positive feedback from both competitor organizations. The benchmarker also encouraged other businesses to reevaluate their learning and development ...
The Tqm Magazine, 1997
Argues that, despite increasing interest in teamwork, much of the literature on the subject is in... more Argues that, despite increasing interest in teamwork, much of the literature on the subject is inconclusive and often derived from anecdote rather than primary research. Seeks to develop an empirically-based conceptual framework with which to characterize effective teamwork in ...
Team Performance Management, 1999
Teamworking is a multi-dimensional concept which has gained recent popularity and some success in... more Teamworking is a multi-dimensional concept which has gained recent popularity and some success in manufacturing, but there is little evidence that large numbers of firms in the service sector have espoused teamworking methods. This paper explores this dilemma by comparing academic perceptions of teamworking, through a review of the literature, with a study of the perceptions of practitioners. Although much has been written about group behaviour, the more recent literature on teamworking is inconclusive and is often derived from anecdotal rather than empirical research. Using information obtained from a recent study, this article suggests that the richness of the teamworking experience is not captured by some of the academic literature. It argues for a view of teamworking that is both grounded in the literature and which represents the views of managers and employees in the service sector.
Progress in Tourism and Hospitality Research, 1997
Abstract Two hundred and ninety-nine customers staying at eight small hotels/guesthouses in the U... more Abstract Two hundred and ninety-nine customers staying at eight small hotels/guesthouses in the UK were asked to provide written free responses indicating the best and worst aspects of the service they had experienced. These data were explored using the 18-point ...
Worldwide Hospitality and Tourism Themes, 2013
Purpose -The purpose of this paper is to explore the relationship between political instability u... more Purpose -The purpose of this paper is to explore the relationship between political instability upon destination image and perception and tourism consumer behavior. Design/methodology/approach -The paper takes a case study approach and uses cross-sectional and qualitative methods to measure and contrast the perceptions of respondents who have and have not, visited Thailand. Findings -The study affirms the power of image as a subjectively-held, but important lever of consumer behavior. The findings reinforce the popularity of Thailand as a tourist destination, by both those who have and have not visited, and suggest that its image is a strong one. Practical implications -The paper concludes that destination managers need to work with governments to ensure political stability, which can lead to continued tourism revenues. Originality/value -The paper suggests that the effects of adverse publicity on political instability to tourism receipts may be temporary, providing a destination has a strong perceived image (such as Thailand) and the disruption does not last too long.
Team Performance Management, 1998
The food service business is a complex one. The food and drink that a restaurant offers form part... more The food service business is a complex one. The food and drink that a restaurant offers form part of their total product and only partially explains why customers choose it. Other reasons may include service, decor and ambience. Although every restaurant needs people to ...
International Journal of Service Industry Management - INT J SERVICE IND MANAGEMENT, 1997
Home > International Journal of Service Industry Management > Volume 8 issue 3 &... more Home > International Journal of Service Industry Management > Volume 8 issue 3 > Organizational teamworking frameworks: evidence from UK... ... Previous article. Icon: Print. Table of Contents. ... Icon: Abstract. Icon: Backfiles. Icon: Print. Icon: Reprints & permissions.
Managing Service Quality, 1996
Explores way in which firms can improve service performance through people. Analyses the nature a... more Explores way in which firms can improve service performance through people. Analyses the nature and characteristics of teamworking and ways in which performance can be measured and benchmarked. Suggests possible approaches to the management of performance in the future.
Management Decision, 1997
The UK hotel sector has undergone a sustained period of change, and this seems likely to continue... more The UK hotel sector has undergone a sustained period of change, and this seems likely to continue in keeping with the prevailing market forces, defined by Tarant[1] as: those processes of competition and growth which encourage a search for identity and product consistency. According to ...
Facilities, 2001
... is often an intuitive feeling that effective design can attract customers from the desired ta... more ... is often an intuitive feeling that effective design can attract customers from the desired target market segment and enable the hotel to price ... Finally, the durability of a design is related to the concept of useful economic life and a framework for mapping refurbishment cycles is ...