... in the future. Hotels Brand identity North America Marketing Operations management Brand management What are the consequences of being marketing‐heavy and light on operations? In this case a “say‐do gap” develops: marketing communications tell consumers what to expect from a brand...

... the hospitality industry in North America and the Caribbean and is the largest hospitality procurement service company in the world. This viewpoint article presents a few concepts of procurement and purchasing for hotels. Explains the origin, concept, philosophy and operation of Avendra. Identifies the future...

... by increasing guest loyalty. © MCB UP Limited 1997 Brands Business development Marketing North America Market segmentation Service The purpose of this article is to review hospitality research concerning the broad theme of business development and service improvement. This theme...

... (1996) investigated long‐term investments in hotels, and discovered that government agencies are becoming involved in providing investment support to attract foreign direct investments. Customers Human resource management Literature North America Organizational behaviour Service quality...

...”. Discusses the communication flows needed to manage business development activities effectively and relates them to practical illustrations and examples. © MCB UP Limited 1997 Business development Decision making Management information Marketing North America Planning In carrying out...