The international market for tourism and hospitality products is becoming increasingly dynamic and competitive. Globalization, deregulated labour markets and changing demographics all contribute to the difficult task of managing service delivery - particularly for smaller firms, which must recognize that they are different from their larger counterparts, and must be able to adapt to new conditions. In particular, the role of employees is crucial, as they can add value and create competitive advantage.

This book concentrates on small to medium-sized enterprises (SMEs) within the tourism and hospitality industries. It suggests, through new research and careful review of the literature to date, that SMEs tend to address human resource issues in a more innovative manner than large multinationals, for reasons which range from less bureaucracy and increased flexibility to a greater will to survive. As a result, SMEs have much to offer future managers who wish to learn different decision-making procedures.

The contributors to this book, from Europe, North America, Australia and New Zealand, cover issues ranging from motivation to flexible working and from absenteeism to information technology. Their work will be of great value to students and researchers at both undergraduate and postgraduate level.