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Hospitality ManagementThe Centre has a long-established reputation for research in hospitality management, as well as hotel and catering management and marketing on a global level. Research into hospitality has developed along the management, marketing and more general social scientific route. It includes studies into the nature of leadership in service industries, customer satisfaction, customer loyalty, the experiences of international hospitality workers and customer participation in commercial hospitality provision. A particular theme that has developed over the last three years is that of hospitality as consumer experience, including the notion of hospitality as hospitable behaviour and hospitable space. Drawing on the concepts and methods of social rather than managerial science, this work has challenged existing approaches to hospitality management. This has led to several projects, including those looking at the restaurant experience in different cultures, the relationships between commercial hospitality provision and hospitable relationships, the role of the physical and symbolic environment in shaping consumer experience, the intersection of hospitality, culture and identity, the ethics and politics of hospitality provision, staff and customer performances in creating the consumer experience, hospitality and urbanity and ‘foodie’ culture as experience. Additionally, we have considerable expertise in the marketing and distribution of hospitality organisations and the development of multi-channel strategies for hospitality organisations. Research concentrates on how hospitality organisations can use the internet and partnerships with key stakeholders for developing their products and services through local clusters and promoting them throughout the world. Managing the hospitality organisations through using Application Services Providers in particular is another area of research, especially for small and medium-sized hospitality organisations that lack expertise and resources to insource some of the ICT functions. Finally, we have been exploring the use of wireless technologies and location-based services as well as the use of technology for improving accessibility through a European Commission project that supports collaborative research between several partners around Europe. |
   
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