Contents

Editorial Celebrate hospitality diversity Alison Morrison 3 Prize-winning marketing The development and launch of Premier Inn Gerard Tempest 5 SMS reminder service Martin Smith 9 News analysis Fighting the credit crunch Peter Nannestad 12 Debate That ‘m’ word Roy C Wood 17 Debate Getting on with the job Kevin O’Gorman 19 Tenth birthday Celebrating new researchers Defining Japanese hospitality Chieko Iwashita 23 Do mindless visitors contaminate the holiness of Rila monastery? Maya Stoyanova 29 Staying with like-minded people for free Crispin Farbrother 37 Developing a cultural diversity module for the hospitality curriculum Frances Devine & Tom Baum 41 Meeting the challenge of the international hospitality classroom Zarina M. Charlesworth 47 What is globalisation? David Jenkins 51 Relating the zone of tolerance to service failure Noor Azimin Zainol and Andrew Lockwood 57 Part-time employees and service quality in UK restaurants Abu Elnasr Sobaih, Philip Coleman, Caroline Ritchie and Eleri Jones 63 Roy Hayter’s Media Review 70