International students have, for many years, sought higher education in the United Kingdom (UK) and other major English-speaking destinations (MESDs). Recently, a combination of government initiatives, development of the higher education sector and the changes in funding of higher education in the UK have encouraged universities to give greater focus to attracting overseas students. This article presents initial findings of a longitudinal study based on the experiences of a group of international students studying 1-year master's degrees in the area of hospitality management and tourism at a Scottish university. Conducted during students' orientation period, this research aimed to identify students' initial expectations and concerns regarding their forthcoming academic experience. It was found that students were expecting the period of study to be academically challenging yet ultimately rewarding, with many students expressing concerns regarding their level of English language proficiency. Additionally, this research attempted to identify this cohort of students' concerns and issues regarding their domestic or living situation and, while many students professed to having or expecting no living issues, the concepts of being homesick and financially stretched were raised. Finally, this research examined students' plans regarding becoming involved in part-time employment while studying and it was found that almost three quarters of this cohort planed to get a part-time job during their educational experience. This article presents an initial perspective of a period of study held by one group of international master's students studying hospitality and tourism management at a Scottish university and provides the basis for ongoing research in this area.

Hospitality management degree programs have changed significantly since they were first introduced in Australia over 30 years ago. This article reviews the development of these undergraduate degree programs in hospitality using a combined macro and micro approach. First, at the national level, this study reviews the provision of degrees in hospitality, identifying the macro-level changes that have occurred in the hospitality program landscape since the mid 1970s. Second, at the program level, this study analyses the evolution of one of the longest running hospitality management programs, offered by The University of Queensland. This review identifies the underlying reasons for micro-level hospitality program changes in Australia, and relates these changes to the broader context of higher education evolution, hospitality industry development, and student expectations.

This article offers an overview of the current state of food and beverage management research and some recommendations for the future development of the field. It begins from the premise that establishing such an overview requires an appreciation of the condition and consequences of hospitality research more generally for food and beverage research. A second premise is that understanding of food and beverage research is inseparable from comprehending the nature and role of food and beverage education more generally within the hospitality field. The central theme developed from this is that food and beverage management research is a Cinderella subject even within the hospitality field, where the latter has more generally largely failed to establish credibility within the academy. The irony of this situation lies in the fact that food and beverage management is one of the central subjects that potentially defines hospitality management. The near-utopian prescriptions for the future of food and beverage management research centre on building connections to other food-related research and hence to hospitality, eschewing much of what currently passes for hospitality management research in an effort to rebuild the subject field around the industry's core concerns.

This article is founded on Broadbridge, Maxwell and Ogden's (2006) work on the job experiences and career expectations of Generation Y undergraduates who are soon to embark on their full-time careers. The industrial context under examination is the UK hospitality industry where research on management careers has been called for (Lakin & Riley, 1996). In addition, Generation Y's distinctive characteristics (Amar, 2004) and the changing structures of careers (Baruch, 2004) underline the relevance of this research. The key inference from the primary work covered in the article is that the hospitality industry needs to understand and respond to the characteristics of Generation Ys so as to enable them to develop their management careers in a way that is attractive to them.

What is it that consumers see when they read the wine label? This article begins from the premise that the label does not merely consist of words that describe the contents of the bottle, but also contains clues to complex social, cultural and economic interactions which bestow wine its meaning. Thus, the visual aspects of wine extend far beyond colour, labelling and packaging. Viewing the wine label through the cultural lens suggests that the label has much to offer the hospitality provider in the ways in which the wine's affective qualities are conveyed.

This article addresses the concept of employee–customer linkage research and proposes the addition of social identity theory as an important consideration in managing employee–customer interactions and customer satisfaction. Following the creation of a conceptual model, this study used an employee questionnaire based on the incorporation of service climate (SERV*OR) and employee identification factors. A total of 314 individual surveys were collected from four hotels in Australia. Hierarchical regression analysis was conducted to determine the effects that demographic factors, service climate and different levels of employee identification would have on predictions of customer satisfaction. Service climate factors most closely linked to customer-centric organisational practices were the significant predictors of customer satisfaction perceptions, as was employee identification at the superordinate (company) level. The framework proposed and the findings of this study provide management with useful information about the important role of service climate and the way in which managers can capitalise on employee identification to enhance organisational practices.

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.

The Liebeck hot coffee case is discussed, showing that the court's decision was not whimsical, but predicated on the knowledge and behaviour of McDonald's as represented and displayed by their employees and agents. Subsequent research establishing consumer preferred temperatures for consuming hot beverages is reviewed, as is the literature considering that such temperatures are above medical literature thresholds for injuries, yet not causing injuries. Past and current quick service restaurant (QSR) drive-thru window practices regarding hot beverage service temperatures and warnings are established and examined. Finally, circumstances and conditions under which QSR management need to practice due diligence in providing for their customers are addressed.

This article describes research designed to investigate the relationship between burnout and perceived organisational support (POS) among front-line hospitality employees. Three hundred front-line employees of a multisite hospitality firm were surveyed using an instrument comprising the general survey version of the Maslach Burnout Inventory and the 17-item version of the Survey of Perceived Organisational Support (POS). Significant relationships were found between POS and each of the three burnout dimensions of exhaustion, cynicism and personal efficacy. The findings of this study contribute to the existing academic literature and provide hospitality managers with a better understanding of the factors that contribute to the problem of front-line employee turnover.

Hospitality and tourism-based service-providers are subject to negative stress outcomes associated with the performance of emotional labour, such as emotional exhaustion. Research on emotional labour and associated outcomes is, however, lacking in heritage tourism sites. Emotional dissonance is one such stressor that is reported to exist when expressed emotions are in an organisationally desired form but are incongruent with those felt. Literature to date, however, has failed to clearly differentiate between the performance of emotional labour and the experience of emotional dissonance. The present study examined the relationship between emotional labour and emotional dissonance using concepts derived from cognitive dissonance theory. A series of semistructured interviews were conducted with employees across a range of service roles at a heritage museum tourism site. Evaluation of the data suggests that emotional labour and emotional dissonance are distinct constructs and that the negative outcomes of emotional labour are linked to conflicting cognitive appraisals.

Mass customisation (MC) is a well-established paradigm in many sectors of industry. The reason for this study was that flight catering appeared to be the first sector of the hospitality industry to be adopting MC. There was a prima facie case that it was introducing many of the features of mass customised products and services — agile manufacturing, lean production, just-in-time inventory, modularity, and flexible labour practices. In particular, the specific MC mode (MacCarthy, Brabazon, & Bramham, 2003) adopted by this industry is identified as ‘flexible resource call-off MC’ and is established as a model of the operational process with the flight catering industry. The research concludes that although most elements of mass customisation are evident in flight catering, the MC paradigm has not been fully adopted.

Focusing on the concept of international hotel manager, the overall aim of this article is to build up a connection between issues in the generic literature of expatriate management and the notion of international hotel manager. In this sense, the study begins with a review of expatriate management literature in order to illustrate emerging issues. Interpretation of findings of literature search suggests that it is possible to identify four distinct groups of articles referring to (a) adaptation to different cultures, (b) human resource management (HRM) in the context of expatriate managers, (c) women expatriate managers, and (d) other related issues. The review of hospitality management literature, on the other hand, reveals that studies focus particularly on the definition of the international hotel manager concept and identification of skills and competencies of effective international hotel managers. Following this theoretical foundation, a process-based model for international hotel managers is proposed. This model is constituted by 4 main stages, including recruitment and selection, predeparture preparation, foreign assignment, and repatriation. Consequently, it can be suggested that this article highlights the crucial importance of the international hotel manager as an emerging concept, and reveals future research opportunities.

Although food is a vital part of the chemical process of life, the manner in which people choose the foods that they eat is subject to a wide variety of external and internal influences. This study employed a sequential mixed method research design to investigate the influence of perceived body image, vanity and personal values on food purchasing behaviour among 18- to 30-year-old females. It was found that although personal values and orientation have a major influence on the food purchasing and consumption process, vanity, physical health and perceived body image were major factors of influence in the purchasing and consumption decision.

This article continues the advocacy themes of recent hospitality research, which promote an interdisciplinary approach. This embraces the culinary arts, broader humanities disciplines and media studies, among others, and might complement the dominant technical and business discourse apparent in hospitality management and food and beverage operations education and practice. Drawing on some of these alternative approaches, this article explores the historical development of an ethnically diverse contemporary restaurant scene in Queensland's capital city, Brisbane, Australia. It is argued that consumer demand has been the primary driver of this apparent culinary diversity. On the other hand, the proposition that this phenomenon of culinary diversity in Brisbane restaurants is attributable to colonial ethnic enclaves and the postwar immigration boom is critically appraised. This article's contribution is that it recognises, within this Queensland perspective, that market forces can be identified by, and the hospitality sector might benefit from, fields of endeavour beyond a business management framework.