Nigel Hemmington

Nigel Hemmington's picture

personal information

Contact

Pro Vice-Chancellor & Dean
Faculty of Applied Humanities
AUT University

Phone: (09) 921 9280

Email : nhemming@aut.ac.nz

Biography

Nigel Hemmington is Pro Vice-Chancellor and Dean of the Faculty of Applied Humanities at AUT University. He was formerly Professor and Dean of the School of Services Management at Bournemouth University, and was Reader and Director of Research at Oxford Brookes University.
 

His research and consultancy interests are in the areas of consumer experiences, professional development and learning, and consumer behaviour in hospitality and tourism.  He has published more than 100 articles and conference papers in academic and professional publications, and has presented at international conferences in Paris, London, Philadelphia, Miami, Athens, Dublin, Cyprus, Plovdiv (Bulgaria), Sri Lanka and Brunei.  He has been submitted as “research active” in all five of the UK Research Assessment Exercises to date. 
 

Most recently he has been interested in the development of the concept of hospitable tourism within the context of the consumer experience and the experience economy.  This research has led to consultancy with commercial and industry organizations including the Caribbean Tourism Organization where he developed a human resource strategy for the tourism industry.
 

Professor Hemmington’s other research interests are in the development of life-long learning at work, the design of frameworks for continuing professional development, and the measurement and modeling of customer satisfaction in tourism. 

 

Professor Hemmington is actively involved in the hospitality industry through his work with the professional body (the Institute of Hospitality, of which he was President in 1997), the British Hospitality Association, and the City and Guilds of London Institute.  He is an alumnus of the University of Surrey, a Fellow of the Institute of Hospitality, a Fellow of the Institute of Continuing Professional Development, a Fellow of the Chartered Institute of Marketing, and an Honorary Member of the City and Guilds of London Institute.

Qualifications

2007                Fellow Chartered Institute of Marketing

2007                Chartered Marketer Chartered Institute of Marketing
2002 – 2007    Member Chartered Institute Marketing
2001 - on         Honorary Member City and Guilds of London Institute
1998 - on         Fellow of the Institute of Continuing Professional Development
1995 - on         Fellow of Institute of Hospitality
1980 - 1987     PhD School of Management Studies for the Service Sector,
                        University of Surrey.
1975 - 1979     BSc(Hons), Hotel and Catering Management, University of Surrey.


Publications

Articles in refereed journals

 
·         “Visitor consumption experience of Thai World Heritage Sites”, with Daengbuppha & Wilkes, to be submitted to Annals of Tourism Research.
 
·         “Forecasting UK Inbound Expenditure by Different Purpose of Visit”, with Cang, accepted for publication in Journal of Hospitality & Tourism Research, Vol.34 No.2, May 2010.
 
·         “A Transactional Approach to Brand Loyalty in the Hotel Industry”, with Osman & Bowie, International Journal of Contemporary Hospitality Management, Vol.21 No.3, March-April 2009, pp239-250. This paper received the Highly Commended Award from Emerald Literati Network Awards for Excellence 2009.
 
·         “Online Communities; and the Sharing of Extraordinary Restaurant Experiences”, with Watson & Morgan, Journal of Foodservice, Vol.19 No.6, 2008, pp.289–302.
 
·         “Drama in the Dining Room: theatrical perspectives on the food service encounter”, with Morgan and Watson, Journal of Foodservice, Vol.19 No.2, 2008, pp111-118.
 
·         “From Service to Experience; understanding and defining the hospitality business”, The Service Industries Journal, Vol.27 No.6, September 2007, pp 747-755.
 
·         “Using Grounded Theory to Model Heritage Visitor Experiences: Methodological and Practical Issues”, with Daengbuppha & Wilkes, Qualitative Market Research; an International Journal, Vol.9 No.4, 2006, pp367-388.This paper received the Highly Commended Award from Emerald Literati Network Awards for Excellence 2007.
 
·          “Satisfying the Basics: Reflections from a consumer perspective of attractions management at the Millennium Dome, London”, with Bowen, Paraskevas & Wickens, International Journal of Tourism Research, Vol.7 No.1, 2005, pp1-10.
 
 
·         “Managing Customer Expectations – the marketing communications vs service delivery conundrum”, with Watson, International Journal of Customer Relationship Management, Vol.5 No.4, 2002, pp271-283.
 
·         “Customer feedback measurement techniques and their implications for hotels”, with Klenert, International Journal of Customer Relationship Management, Vol.4 No.2, 2001, pp103-113.
 
·         “Key dimensions of outsourcing hotel food and beverage services”, with King, International Journal of Contemporary Hospitality Management, Vol.12 No.4, 2000, pp256-261.
 
·         “Relationship Marketing in the International Hotel Industry; a segmentation based approach”, with Osman & Bowie, World Hospitality and Tourism Trends, Vol.1 No.1, pp12-21, 2000.
 
·         “Barriers and Drivers to Continuing Professional Development; the case of the hospitality industry”, Journal of Continuing Professional Development, Vol.3 Issue 1, 2000, pp23-32, http://www.openhouse.org.uk/virtual-university-press/cpd/
 
·         “Attitudes to CPD: Establishing a Culture of Life-long Learning at Work”, Journal of Continuing Professional Development, Vol.2 Issue 4, 1999, pp100-109,
 
·         "Creating a culture of life-long learning at work", Journal of Continuing Professional Development, Vol.2 Issue 3, 1999, pp81-85,
 
·         "Themes and Issues in Continuing Professional Development", Global Anthological Journal of Action Learning (GAJAL), Vol.3 Issue 2, 1999,
 
·         "Issues in Continuing Professional Development; a thematic perspective", Journal of Continuing Professional Development, Vol.2 Issue 2, 1999, pp48-51,
 
·         "The Change Management Process in Hotels", with Okumus, International Journal of Hospitality Management, Vol.17 No.4, 1998, pp363-374. This paper received the citation of excellence award from Anbar Electronic Intelligence for its outstanding contribution to the literature and body of knowledge (Practical implications).
 
·         "Barriers and resistance to change in hotel firms", with Okumus, International Journal of Contemporary Hospitality Management, Vol.10 No.7, 1998, pp283-288.
 
·         "The impact of government environmental policy on the tourism industry in Taiwan", with Lin, Progress in Tourism & Hospitality Research, Vol.3 No.2, 1997, pp35-45.
 
·         "The Attitudes of Students to Modular Hospitality Management Programmes", Education and Training, Vol. 37 No. 4, 1995, pp32-37.
 
Books and book chapters
 
1.      ‘Tourism Education in Turkey and Implications for Human Resources’, with Mehmet Yesiltas & Yüksel Öztürk in press.
 
2.      'Satisfying the Basics: Reflections from a Consumer Perspective of Attractions Management at the Millennium Dome, London', with Bowen, Wickens and Paraskevas, in Managing Tourism Firms, ed Morley, C., Economics and Management of Tourism series, eds Dwyer, L & Forsyth, P.J., Edward Elgar Publishing, Cheltenham, 2007.
 
3.      “Defining Hospitality Business”, in, International Trends and Challenges in Tourism & Hospitality Business, editor Jayawardena, C., HCIMA – Sri Lanka International Group, Vijitha Yapa Publications, Sri Lanka, 2006, pp143-153.
 
4.      “Best Practices in the Hospitality Industry”, in, International Trends and Challenges in Tourism & Hospitality Business, editor Jayawardena, C., HCIMA – Sri Lanka International Group, Vijitha Yapa Publications, Sri Lanka, 2006, pp183-189.
 
5.      “Consumer Satisfaction Research in Tourism and Hospitality”, with Bowen, Wickens, & Paraskevas, conference proceedings of, Oxford Brookes University, 25 November 2000.
 
6.      "Sampling", in, Contemporary Hospitality Management Research, Brotherton, R., John Wiley and Sons, 1998, pp245-262.
 
7.      “Hotel Restaurants; key dimensions of co-branding”, with King, in, Culinary Arts and Sciences II: Global and National Perspectives, Edwards, J.S.A. & Lee-Ross, D., Worshipful Company of Cooks Centre for Culinary Research, 1998, pp 5-14.
 
8.      "Wombats Recharge their Batteries through Continuous Improvement; Britannia Airways", in, Quality Improvement; teamwork solutions from the UK and North America, Munro-Faure, Teare & Scheuing (eds), Cassell, 1998, pp51-67.
 
9.      Hospitality Research Conference 1997, Editor, proceedings of, Oxford Brookes University, 2-3 April 1997.
 
10. A consumer led approach to the development of community meals, Culinary Arts and Sciences I: Global and National Perspectives, Edwards, J.S.A, Worshipful Company of Cooks Centre for Culinary Research, 1998.
 
11. Welfare Catering, Chapter 16 in  Introduction to Hospitality Operations, editor Jones, P., Cassell, 1995.
 
12. "Market Research and Concept Development", chapter 2 in The Management of Foodservice Operations, Editor Peter Jones, Cassell,1994.
 
13. "Planning for change in a regional school meals service; An attitudinal assessment", in Managing Projects in Hospitality Organisations, Editor Teare, R., Cassell, 1992, pp33-76.
 
14. Food and Beverage Service, with Bamunuge and Karet, Macmillan Education, Basingstoke, 1989.
 
15. Counter Service, Macmillan Education, Basingstoke, 1988.


Presentations

 

 
2.      “Creating a Culture of Lifelong Learning at Work”, Best Practices for Creating a Motivated and Productive Tourism Workforce, 5th Tourism Human Resources Conference, Caribbean Tourism Organisation & Curacoa Tourist Board, Breezes Curacao Resort, Spa and Casino, Curacao, 25-29 May 2009.
 
3.      “From Service to Experience; understanding the role of people in the tourism business”, Caribbean Tourism Human Resource Think Tank, Caribbean Tourism Organisation, Accra Beach Hotel & Resort, Barbados, 5-6 June 2008.
 
4.      “Hospitable experiences – emotions, stories and memories”, Business Leaders Forum, Dorset Business, Hall & Woodhouse Visitor Centre, Blandford, 7 March 2008.
 
5.      “Concepts of Hospitality – from service to experience”, HCIMA Annual Hospitality Lecture, HCIMA Northern Ireland Branch, Belfast, 24 November 2004.
 
6.      “Hospitality – from service to experience”, Hospitable London, HCIMA London Branch Conference, Guy’s Hospital, London, 6 September 2004.
 
7.      “Defining and Understanding Hospitality – from service to experience”, International CHRIE Conference, Keynote Presentation, Philadelphia, July 2004.
 
8.      “New concepts in the Hospitality Industry: The Experience Economy”, Alpine Centre and Academy of Tourism Research, St George Lycabettus Hotel, Athens, 1 April 2004.
 
9.      “Hospitality – from service to experience”, Academy of Culinary Arts, The Savoy Hotel, London, 12 January 2004.
 
10. “Concepts of Hospitality – from service to experience”, Worldclass Standards for a Worldwide Industry, HCIMA International Conference, Hawaii Grand Hotel, Limassol, Cyprus, 28-30 November 2003.
 
11. “Creating a Culture of Professional Development in Hospitality and Tourism”, Professional Development in Hospitality and Tourism Education, EuroCHRIE Spring Conference, Dublin Institute of Technology, Dublin 18-20 May 2000.
 
12. “Three Myths about Hospitality Management”, Keynote Address at Hotel Management in the New Millenium, Annual Sri Lanka Hotel Industry Management Conference, Taj Samudra Hotel, Colombo, 24 February 2000.
 
13. “UK Capabilities”, Brunei Tourism Seminar, British High Commission, Bandar Seri Begawan, Brunei Darussalam, 19 February 1998.
 
14. Hotel Management in the Year 2010, Keynote presentation at Master Innholders Annual Seminar, 7 June 1995, Master Innholders Hall, London.
 

 

 

 
1.  “My favourite experience: freely-elicited data from a photo-competition”, with Morgan, Experienceing Difference; Changing Tourism and Tourist’s Experiences, ATLAS Annual Confernce 2009, Aalborg University, Denmark, 27-29 May 2009.
 
2.    “UK Inbound Expenditure Analysis by Different Purpose of Visit” with Cang, Tourism and Hospitality in Asia Pacific, 14th Asia Pacific Tourism Association Annual Conference, Imperial Queen’s Park Hotel, Bangkok, Thailand, 9-12 July 2008.
 
3.   “Leadership Excellence in Hospitality”, with Ladkin, Weber & Whitelaw, CAUTHE Conference, Gold Coast, Australia, 12-14 February 2008.
 
4.    “Leadership Excellence in Hospitality”, with Ladkin and Cutler, 24th EuroCHRIE Conference, Thessanolikki, Greece, 25-28 October 2006.
 
5.   "Commercial Hospitality: from service to experience”, Council for Hospitality Management Education (CHME) Research Conference, Nottingham Trent University, 10-12 May 2006.
 
6.   “Using Grounded Theory Approach: Theoretical and Practical Issues in Modelling Heritage Visitor Experience”, with Daengbuppha & Wilkes, New Zealand Tourism and Hospitality Research Conference 2004, 8-10 December 2004, Wellington, New Zealand.
 
7. “Satisfaction at the Millennium Dome, London: The visitor’s voice”, with Wickens, Paraskevas, Bowen, Consumer Satisfaction Research in Tourism and Hospitality Conference, Oxford Brookes University, 25 November 2000.
 
8. “Dream on, but realise the basics: Insights from visitor satisfaction – the case of the Millennium Dome”, with Wickens, Paraskevas, Bowen, International Conference on Tourism, Recreation and Leisure, The Research Institute for Tourism, Athens, Greece, August 24-26 2000.
 
9.   “Continuing Professional Development; Creating and Ethos of Lifelong Learning at Work”, CEDAR 8th International Conference – Professional Learning: Professionals’ Lives, The University of Warwick, 20-22 March 2000.
 
10.  "Strategies to Create a Culture of Lifelong Learning at Work", Attitudes to CPD: Establishing a Culture of Life-Long Learning at Work, Journal of Continuing Professional Development on-line conference, <http://www.mcb.co.uk/services/conferen/mar99/cpd/>, 1 March - 2 April 1999.
 
11.   "Attitudes to CPD; the case of the hospitality industry", Attitudes to CPD: Establishing a Culture of Life-Long Learning at Work, Journal of Continuing Professional Development on-line conference, <http://www.mcb.co.uk/services/conferen/mar99/cpd/>, 1 March - 2 April 1999.
 
12.   "Barriers and Drivers to Participation", Attitudes to CPD: Establishing a Culture of Life-Long Learning at Work, Journal of Continuing Professional Development on-line conference, <http://www.mcb.co.uk/services/conferen/mar99/cpd/>, 1 March - 2 April 1999.
 
13.  "The Key Players: roles, relationships and responsibilities", Attitudes to CPD: Establishing a Culture of Life-Long Learning at Work, Journal of Continuing Professional Development on-line conference, <http://www.mcb.co.uk/services/conferen/mar99/cpd/>, 1 March - 2 April 1999.
 
14. "Segmentation Approach to Relationship Marketing in International Hotel Groups", with Osman & Bowie, Competitiveness in the Hospitality Industry, EuroCHRIE and IAHMS Conference, Lausanne, Switzerland, 4-11 November 1998.
 
15.  “Hotel Restaurants; key dimensions of co-branding”, Second International Conference on Culinary Arts and Sciences: Global and National Perspectives, Bournemouth University, June 1998.
 
16.  "The Impact of Government Environmental Policy on the Taiwanese Hotel Industry", Hospitality Business Development, EuroCHRIE and IAHMS Conference, Sheffeild Hallam University, 13-15 November 1997.
 
17.   “Mind the Gap !”; Managing customer satisfaction through marketing and the human resource, CHME Research Conference 1997, Oxford Brookes University, April 1997.
 
18.   Realising Consumer Expectations; the marketing-service delivery conundrum, The Service Profit Chain in the Hospitality Industry, IAHMS Conference, Leeuwarden November 1996.
 
19.   A consumer led approach to the development of community meals, First International Conference on Culinary Arts and Sciences Global and National Perspectives, Bournemouth University, 25-28 June 1996.
 
20.  The Influence of Government Environmental Policy on the Tourism Industry in Taiwan, Council for Hospitality Management Education Research Conference, Nottingham Trent University, 10-11 April 1996.
 
21.   Modularisation of hospitality management programmes, with Deakin, paper presented at Innovations in Learning & Assessment in Hospitality Management Education Conference, Leeds Metropolitan University, 3 & 4 November 1994.
 
22.  Management Games: Using the Outdoors to Achieve Powerful Learning Experiences in Hospitality Management, International Association of Hotel Management Schools Conference, Institute de Management Hotelier International, Paris, 24/25 November 1994.
 
23.  The Introduction of NVQ Level 4 Catering and Hospitality Occupational Standards into Hospitality Management Programmes - a discussion paper,with Christensen, paper presented at Innovations in Learning & Assessment in Hospitality Management Education Conference, Leeds Metropolitan University, 3 & 4 November 1994.
 
24."Consumer Orientated Growth Strategies", paper presented at the Hospitality Marketing Conference, Cheltenham & Gloucester College of Higher Education, 14 September 1994.

 

 

Conference Presentations (by invitation)
 
1.  “Hospitality Experiences – emotions, stories and memories”, Dartington Hall Hotel Staff Conference, Dartington Trust, 12 June 2008.
 
2.   “Hospitality Experiences – emotions, stories and memories”, The Master Innholders & St Julian Scholars Regional Managers Conference, The Palace Hotel, Torquay, 22 April 2008.
 
3.   “Hospitable Retail Experiences”, Hall and Woodhouse Retail Conference, The Grand Harbour Hotel, Southampton, 25 February 2008.
 
4.  “Leadership and Achievement”, Institute of Hospitality London Branch Conference, The Dorchester, London, 18 April 2007.
 
5.  “Hospitality Leadership Excellence”, with Cutler and Ladkin, Master Innholders Hotel General Managers Conference, The Dorchester, London, 15-16 January 2007.
 
6.  “Bournemouth Hotel School”, Tourism Business Briefing, Dorset and New Forest Partnership, RNLI Lifeboat College, Poole, 28 September 2006.
 
7.     "Experience Management?”, Managing the event experience, 4th AEME Event Management Educators Forum, Bournemouth University, 21st and 22nd June 2006.
 
8.    “Submitting that first paper”, Writing for Academic Publication, HLSTN Conference, Bournemouth University, 16 June 2006.
 
9.    "Hospitality - rising to the challenge", Master Innholders Hotel General Managers Conference, Jumeirah Carlton Tower, London, 16-17 January 2006, Keynote Speech.
 
10.    “Hospitality – the best things in life are not things”, Caribbean Hotel Association Conference 2005, Hyatt Regency Miami, 26-29 June 2005.
 
11.    “Life-long Learning at Work: a framework for Continuing Professional Development in tourism and hospitality”, National Tourism and Hospitality Skills Conference, Tourism Skills Network, Bristol, 24-25 February 2004
 
12.    “HCIMA Accreditation”, CHME Learning, Teaching and Assessment Conference, Oxford Brookes University, 21-22 October 1999.
 
13.    "Continuing Professional Development for Administrators", Building Bridges, Administrator's Forum Conference, Oxford Brookes University, 7 July 1999.
 
14.    Modularisation of Hospitality Management Programmes, Conference on Hospitality Management Education (CHME), May 1992.
 
15.    Current issues in Higher Education for the Hospitality Industry, Hotel Employers Group, Broadway, Worcester, May 1992.