Purpose: This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are hotel workers’ job satisfaction, how job satisfaction impacts guests’ satisfaction with the service experience and with the physical attributes of the hotel and how these variables affect perceived value and intention to return.Design/methodology/approach: Structural equation modeling is used to analyze data from a large global hotel chain.Findings: Guest satisfaction with service and the physical attributes of the hotel differentially impact guest outcomes of intention to return and perceptions of value. Key findings are guest satisfaction with the physical attributes of a hotel is significantly more strongly linked to guests’ intention to return than is satisfaction with service received. Staff job satisfaction is significantly linked to guests being more satisfied with the service experience and their return intentions. Of all the factors directly contributing to guests’ return intentions, guest satisfaction with the physical attributes of the hotel was largest in impact. In contrast guest satisfaction with service is linked to guests’ perceptions of value, whereas satisfaction with the physical aspects is not significant. Guests’ perceptions of value do not impact intention to return.Research limitations/implications: The research was conducted within one global hotel chain, which due to its cross-sectional nature may possibly be a limitation. However, its single organizational nature does not diminish the importance of the findings.Practical implications: Hotel managers need to consider the importance of the physical attributes of properties in what has been largely a services-dominated debate. What guests value may not lead to repeat business.Originality/value: Providing excellent customer service may not be the main motivation for return business. Also, holistic measures of guest satisfaction may not accurately measure what guests value. Perceived value is not a significant predictor of intention to return.

Purpose: The purpose of this paper is to propose the development and adoption of a Lean Six Sigma Framework (LSSF) that attempts to create a more balanced and integrated approach between Lean and Six Sigma and one that is capable of achieving improved efficacy of curriculum and programme development in a higher education environment. The implementation of the LSSF is new to the higher education sector. Design/methodology/approach: Using the standard DMAIC cycle as the key driver in the implementation process, most in-depth Lean Six Sigma (LSS) case studies have focussed on manufacturing and engineering-based problems and solutions. This case study offers a detailed analysis of the design and implementation of an integrated LSSF within higher education and focusses primarily on the curriculum design and delivery of a new undergraduate engineering programme in a subject university. As such, this offers a unique perspective of LSS implementation in Higher Education Institutions (HEIs) which drives systems improvements in to the heart of the teaching and learning process. Findings: The design, development and subsequent application of the LSSF enabled the curriculum development team to comprehensively apply LSS in to a subject institution. The Shainin Key Variables Search Technique (KVST) more specifically enabled the team to prioritise the key variables by way of order of importance and, this allowed the team to apply the most appropriate tools and techniques at the key points within the LSSF in order to obtain maximum performance. Research limitations/implications: Whilst this work provides key information on how LSS initiatives are implemented across different institution types, the work has only focussed at a very small sample of HEIs and the case study only being applied to one institution. The work will need to be extended much more widely to incorporate a larger set of HEIs (both research and teaching focussed) in order to provide a more complete map of LSS development in HEIs. Practical implications: The aim of the paper is to provide LSS project leaders in HEIs with a coherent and balanced LSSF in an attempt to assist them in implementing comprehensive LSS programmes thus maximising the improvements in efficiency and operational performance of departments within HEIs. Originality/value: This paper is the first of its kind to study the application of Shainin’s KVST in the implementation of LSS programmes in HEIs. The key features highlighted in this work raise important issues regarding the need and importance of developing a balanced LSSF for HEI project implementation.

In this qualitative study, we research what constitutes the relationships between conceptions of quality and value associated with higher education as experienced by prospective employers of business graduates. Quality and value in higher education are often linked though the relationship is unclear. Employers are an important and under-researched stakeholder group on the demand side of higher education. Data are generated by interviewing prospective employers of business graduates from a UK university. Interviews are analysed using a phenomenographic method to determine the qualitatively different ways in which actors make sense of the relationships between quality and value. Understanding prospective employers’ conceptions of the relationships is important given the competitive pressures on universities and businesses. The research reinforces the experiential and idiosyncratic relationships between quality and value in higher education. Three conceptions of what constitutes quality and value in higher education are discussed: (a) quality is an antecedent of value; (b) quality is simple while value is complex; and (c) quality is internal to HE while value is created in the customer domain. The research outcomes provide important insights for researchers and practitioners through clearer understanding of how quality and value are related for this important stakeholder group.

Local food emphasises destination distinctiveness as food production is a locally embedded activity. Proponents of food tourism contend that it increases local food consumption as tourists and tourism and hospitality businesses are attracted to local food supply chains, where they can buy direct from the producer, thus reducing overheads, contributing to local economies and benefitting local communities. Yet the extent to which the food tourism rhetoric enhances the local food supply chain is questionable as evidence suggests that the food tourism ‘label’ creates a silo, which impairs connections with local food supply chains. Seven semi-structured interviews were undertaken in Southeast Wales to explore the food tourism rhetoric, particularly the connection with local food supply chains. Three themes emerged: demand versus supply; information provision; complexity and connectivity in food tourism and local food supply chains. Ultimately, this paper challenges traditional viewpoints around food tourism being a panacea for local food producers.

Purpose: This study aims to investigate how investment promotion agencies (IPAs) attract funds effectively from emerging to established countries. Design/methodology/approach: A qualitative action research (AR) study with data collected from focus groups and semi-structured interviews, observation and journaling. Comparative case studies are also presented to provide an external perspective to the researchers’ internal action researcher positions. Findings: The research identifies four main factors that impact IPAs’ effectiveness in seeking a strategic asset in the UK from a developing country, China. The factors are policy advocacy, targeting industry, regional strategy and cultural adaption, which provide positive and significant influences on IPAs’ effectiveness. Research limitations/implications: Little research has been published about the roles of IPAs in attracting foreign direct investment (FDI) from a developing to a developed country. The study uses an AR approach and case studies, which have not previously been used to investigate IPAs’ performance. The study extends the sparse extant research and provides insights into what influences the performance of IPAs, thus contributing to knowledge and practice. Practical implications: The findings provide insights into the ways in which IPAs influence FDI flows. The research contributes to discipline knowledge and practice by identifying factors influencing funding in a non-traditional manner, that is from a developing to a developed country. Originality/value: Little research has been published about the roles of IPAs in attracting FDI from a developing to a developed country. The study uses an AR approach and case study, which have not previously been used to investigate IPAs’ performance. The study extends the sparse extant research and provides insights into what influences the performance of IPAs, thus contributing to knowledge and practice.