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Professor Andrew John Lockwood

Forte Professor of Management, Associate Dean (Learning and Teaching)

Qualifications: BSc (Hons)(Surrey), CertEd(Leeds), PhD (Surrey). FIH, FCHME

Email:
Phone: Work: 01483 68 6351
Room no: 47 MS 02

Office hours

Please check with Chris Rzechorzek for an appointment

Further information

Biography

A graduate of the University of Surrey with an Honours degree in Hotel and Catering Administration. He gained his Cert Ed from the University of Leeds and his PhD from Surrey. He worked for international hotel companies both in London and the provinces in a range of managerial positions, before running his own 40-bedroom hotel. He has extensive experience of hospitality education having taught from craft level to master degree and supervised numerous PhD students. He has written or edited over ten books and well over 100 articles, chapters and conference papers on the management of hospitality operations. His longstanding research interests lie in the fields of operations and quality management, hospitality education and managerial activity in the hospitality industry.

Research Interests

Operations management in hospitality and service industries and specifically aspects of quality management, service, service failure and recovery and empowerment 

Pedagogy in hospitality management education and specifically aspects of elearning

Research Collaborations

Completed PhD Supervisions

Andrew Ghillyer : Organizational Perceptions of Empowerment

Marianna Sigala : Assessing the impact of Information and Communication Technologies (ICT) on productivity in the hotel sector: an operations management approach

Tony Willis: An investigation of styles of purchasing and their effect on consumer decision processes in a tourism context

Edem Adenumey : Psychological climate, psychological empowerment and empowered behaviour: a study in a luxury hotel group

Dia Zeglat : An investigation of the relationship between service quality and profitability in the UK budget hotel sector

Khaled Odeh : The impact of frontline employee empowerment on service quality in the Jordanian restaurant industry

Heungyong Nam : The antecedents and consequences of brand equity in the hospitality industry

William Onuwa : Quality management practices and organisational performance (DBA)

Li Li: The use of technologies for hospitality managers' professional development

Barbara Rousaki : Implementing a continuous improvement tool

Noor Zainol : Service failure in Malaysian resort hotels

Ibrahim Al-Sini : Service orientation and service outcomes

Current PhD Students

Mohammed Saud : Career progression in the hotel industry in the Maldives

Hee Pyun : The effect of the servicescape on customer behaviours

Eid Al Otaibi : Exploring interaction quality in the service encounter

Sawamitree Promyos : Aspects of improvement versus innovation

Mukhles Al-Ababneh : The role of employee creativity in Jordanian resort hotels

Samer Al-Sabi : The impact of service recovery 

Derin Onokpasa : Pro-social behaviour in service provision

Publications

Highlights

  • Zainol NA, Lockwood A, Kutsch E. (2010) 'RELATING THE ZONE OF TOLERANCE TO SERVICE FAILURE IN THE HOSPITALITY INDUSTRY'. ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD JOURNAL OF TRAVEL & TOURISM MARKETING, 27 (3), pp. 324-333.
    doi: 10.1080/10548401003744792
  • Adcroft A, Lockwood A. (2010) 'Enhancing the scholarship of teaching and learning: an organic approach'. ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD TEACHING IN HIGHER EDUCATION, 15 (5) Article number PII 926726239 , pp. 479-491.
    doi: 10.1080/13562517.2010.491901
    Full text is available at: http://epubs.surrey.ac.uk/146733/
  • Lockwood A, Amenumey E. (2008) 'Psychological climate and psychological empowerment: an exploration in a luxury UK hotel group'. Tourism and Hospitality Research, 8 (4), pp. 265-281.
    doi: 10.1057/thr.2008.34
  • Lockwood A. (2008) Operational Performance. in Jones P (ed.) Handbook of Hospitality Operations and IT Oxford : Butterworth Heinemann

Journal articles

  • Zainol NA, Lockwood A, Kutsch E. (2010) 'RELATING THE ZONE OF TOLERANCE TO SERVICE FAILURE IN THE HOSPITALITY INDUSTRY'. ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD JOURNAL OF TRAVEL & TOURISM MARKETING, 27 (3), pp. 324-333.
    doi: 10.1080/10548401003744792
  • Adcroft A, Lockwood A. (2010) 'Enhancing the scholarship of teaching and learning: an organic approach'. ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD TEACHING IN HIGHER EDUCATION, 15 (5) Article number PII 926726239 , pp. 479-491.
    doi: 10.1080/13562517.2010.491901
    Full text is available at: http://epubs.surrey.ac.uk/146733/
  • Al-Sabbahy H, Alotaibi E, Lockwood A. (2009) 'Beyond service quality: getting closer to the customer'. The Hospitality Review, 11 (1), pp. 49-54.
  • Lockwood A, Zainol N. (2008) 'Relating the zone of tolerance to service failure in the hospitality industry'. Hospitality Review, 10 (4), pp. 57-62.
    doi: 10.1080/10548401003744792
  • Lockwood A, Amenumey E. (2008) 'Psychological climate and psychological empowerment: an exploration in a luxury UK hotel group'. Tourism and Hospitality Research, 8 (4), pp. 265-281.
    doi: 10.1057/thr.2008.34
  • Lockwood A, Alsini I, Al-Sabbahy H, Thozhur H. (2008) 'Expatriate hospitality workers in the Arab Gulf countries'. Hospitality Review, 10 (1), pp. 27-34.
  • Rousaki B, Lockwood A. (2006) 'Leading and managing best practices: a challenge for hospitality managers'. Hospitality Review, 8 (4), pp. 43-49.
  • Ottenbacher M, Shaw V, Lockwood A. (2006) 'An investigation of the factors affecting innovation performance in chain and independent hotels'. Journal of Quality Assurance in Hospitality and Tourism, 6 (3-4), pp. 113-128.
    doi: 10.1300/J162v06n03_07
  • Hwang LJ, Lockwood A. (2006) 'Understanding the challenges of implementing best practices in hospitality and tourism SMEs'. Benchmarking, 13 (3), pp. 337-354.
    doi: 10.1108/14635770610668820
  • Lockwood AJ, Ottenbacher M. (2005) 'The Development Process For Hospitality Innovations'. Hospitality Review,
  • Lockwood AJ, Jones P, Sigala M. (2005) 'Productivity in Hotels: A Stepwise Data Envelopment Analysis of Hotels’ Rooms Division Processes'. Service Industries Journal, 25 (1), pp. 63-86.
  • Lockwood AJ, Jones P, Bowen A. (2004) 'UK Hospitality and Tourism SMEs: Differentiation by Size, Location, and Owner Style'. Tourism Hospitality Planning & Development, 1 (1), pp. 7-11.
  • Lockwood AJ, Jones P, Airey D, Sigala M. (2004) 'ICT paradox lost? A stepwise DEA methodology'. Journal of Travel Research, 43, pp. 180-192.
  • Lockwood AJ, Jones P, Bowen A. (2004) 'Small business success'. Hospitality Review, 6 (2), pp. 42-48.
  • Lockwood AJ, Deng N. (2004) 'Can service recovery help when service failures occur?'. Journal of Hospitality and Tourism Management, 11 (2)
  • Jones PLM, Sigala M, Lockwood A. (2001) 'Stratetic Implementation and IT: Gaining Competitive Advantage from the Hotel Reservations Process'. MCB University Press International Journal of Contemporary Hospitality Management, 13 (7), pp. 364-371.
  • Sigala M, Airey D, Jones PLM, Lockwood A. (2001) 'Multimedia Use in the UK Tourism and Hospitality Sector: Training on Skills and Competencies'. Cognizant Communication Corporation Information Technology and Tourism, 4 (1), pp. 31-39.

Conference papers

  • Lockwood AJ, Al-Sabbahy H, Al-Sabi S, Odeh K. (2012) 'PSYCHOLOGICAL EMPOWERMENT IN THE JORDANIAN HOSPITALITY INDUSTRY: DOES THE CONTEXT MATTER?'. Ecole hôtelière de Lausanne: EuroChrie Conference 2012 - Hospitality for a Better World
  • Al-Sabbahy H, Alsini I, Lockwood A. (2011) 'The Antecedents of Employee Service Quality in the Hospitality Industry: Service Orientation and Organisational Justice Perspectives'. Aston Business School, Birmingham, UK: 25th Annual British Academy of Management Conference
  • Al-Sabbahy H, Alotaibi E, Lockwood A. (2011) 'Interaction Quality in Service Encounter: Scale Development and Validation'. Denver, Colorado: ICHRIE Annual Conference
  • Al-Sabbahy H, Alsini I, Lockwood A. (2011) 'The Antecedents of Employee Service Quality in the Hospitality Industry: A Conceptual Study'. Hong Kong: 9th APacCHRIE Conference
  • Lockwood AJ, Alotaibi E, Al-Sabbahy H. (2010) 'Passion For Hospitality Or Passion In Hospitality?! Customer-Employee Congruence In Hospitality Service Encounters'. Amsterdam, Netherlands: EUROCHRIE Amsterdam 2010 A Passion for Hospitality
  • Lockwood AJ. (2010) 'The influence of managerial leadership style on employee job satisfaction in Jordanian resort hotels'. Amsterdam: 28th EuroCHRIE Annual Research Conference
    Full text is available at: http://epubs.surrey.ac.uk/2870/

    Abstract

    This paper sets out to explore the link between the style of leadership adopted by managers and the job satisfaction of their subordinates. Data were collected from 220 respondents (110 line employees and 110 managers). The findings indicated significant differences in job satisfaction based on the employees’ demographic characteristics. It was also found that the most prevalent style was democratic, but that once again style varied according to the managers’ demographic profile. While it is not possible from the data to claim a direct relationship between leadership style and job satisfaction, but neither is the data able to refute that assertion.

  • Lockwood AJ, Alsini I, Al-Sabbahy H. (2010) 'The antecedents of employee service in the hotel industry: a service orientation perspective'. Porto, Portugal: SERVSIG 2010 American Marketing Association
  • Lockwood AJ, Al-Sabi S, Al-Sabbahy H. (2010) 'The effect of empowerment on the service recovery performance of customer contact employees'. Horsley Towers, Surrey, UK: CHME 19th Annual Research Conference
  • Lockwood AJ, Al-Ababneh M. (2010) 'An Exploration of the Effects of Total Quality Management Implementation on Organisational Creativity in the Hotel Industry'. Horsley Towers, Horsley, Surrey: CHME 19th Annual Research Conference
    [ Status: Unpublished ]
    Full text is available at: http://epubs.surrey.ac.uk/2863/
  • Lockwood AJ, Rousaki B, Roper A. (2009) 'Gaining Experience of Continuous Improvement: a practice approach studying hospitality organisations'. Helsinki, Finland: EuroCHRIE
  • Lockwood AJ, Zainol N. (2009) 'Identifying quality improvement points: A critical incident study of failures in resort hotels'. Göteborg, Sweden: 16th International Annual EurOMA Conference Implementation - realizing Operations Management knowledge
  • Lockwood AJ, Rousaki B, Roper A. (2008) 'Practicing continuous improvement: a strategy-as-practice perspective'. Majestic Hotel, Harrogate, UK: British Academy of Management
  • Lockwood AJ, Al-Sabbahy H, Thozhur S. (2008) 'An exploratory study: the relationships between individual and organisational service orientation in the hotel industry'. Liverpool Management School, UK: American Marketing Association SERVSIG International Research Conference
  • Lockwood AJ, Amenumey E. (2008) 'Psychological climate and psychological empowerment: an exploration in a luxury UK hotel group'. University of Strathclyde, Glasgow, UK: CHME International Hospitality Tourism and Leisure Research Conference 2008
  • Lockwood AJ, Zainol N. (2008) 'Best work in progress paper: Relating the Zone of Tolerance to Service Failure in the Hospitality Industry'. University of Strathclyde, Glasgow, UK: CHME International Hospitality Tourism and Leisure Research Conference 2008
  • Lockwood AJ, Zeglat D, Ekinci Y. (2008) 'An Investigation of the Relationship between Service Quality and Profitability in the UK Hotel Industry'. Penn State University, State College PA, USA: 3rd International Conference on Services Management
  • Lockwood AJ, Alsini IM, Al-Sabbahy H, Thozhur S. (2007) 'Saudi-isation in the hotel industry: opportunity or challenge'. Leeds, UK: 25th Anniversary EuroCHRIE conference
  • Lockwood AJ, Li L, Buhalis D, Benzine K. (2007) 'The Use of eLearning in Training in the UK Hospitality Industry: An Exploratory Study'. Copenhagen Business School, Copenhagen, Denmark: ECEL 2007: The 6th European Conference on e-Learning
  • Zeglat D, Ekinci Y, Lockwood AJ, Li G. (2007) 'An Investigation of the Relationship between Service Quality and Profitability in the UK Budget Hotel Industry'. The College of Business Administration and The Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA: QUIS 10 The 10th International Research Symposium on Service Excellence in Management
    Full text is available at: http://epubs.surrey.ac.uk/873/
  • Lockwood AJ, Jones P. (2007) 'Variety and contingency in the hospitality industry'. Dundalk, Ireland: 3rd Annual Conference on Tourism and Hospitality Research in Ireland: Working Together
  • Lockwood AJ, Fawcett L. (2007) 'Why can’t accounts be fun?'. Dundalk, Ireland: 3rd Annual Conference on Tourism and Hospitality Research in Ireland: Working Together
  • Lockwood AJ, Amenumey E, Thozhur S. (2007) 'Exploring Psychological Empowerment Among Staff in a Small Luxury Hotel Group in The UK'. Oxford, UK: CHME International Research Conference
  • Lockwood AJ, Pyun KH, Willis A. (2007) 'Exploring the servicescape and its dimensions in the hotel industry context'. Oxford, UK: CHME International Research Conference
  • Lockwood AJ. (2007) 'Invited Presentation: Higher Education and Further Education Working Together'. Hilton, Coventry, UK: PACE Conference 2007: FIT 4 PACE
  • Rousaki B, Lockwood A, Roper A. (2007) 'Exploring the implementation of best practice: a processual perspective'. Glasgow, UK: ISBE
  • Li L, Buhalis D, Lockwood A, Benzine K. (2007) 'The use of e-Learning in training in the UK hospitality industry: An exploratory study'. ACADEMIC CONFERENCES LTD 6TH EUROPEAN CONFERENCE ON E-LEARNING, Copenhagen Business Sch, Copenhagen, DENMARK: 6th European Conference on e-Learning (ECEL 2007), pp. 391-398.
  • Rousaki B, Lockwood A, Hwang J. (2006) 'The social construction of best practice adoption: preliminary data from the hospitality industry'. Thessaloniki, Greece: 24th EuroCHRIE Congress
  • Rousaki B, Lockwood A, Hwang J. (2005) 'Introducing change through best practice adoption in hospitality SMEs'. Paris, France: 23rd EuroCHRIE Conference
  • Jones PLM, Lockwood A, Bowen A. (2004) 'Tourism and Hospitality SMEs: Disseminating Best Practice in the Knowledge Based Economy'. University of Surrey, Guildford, UK: ISBA
  • Jones PLM, Lockwood A, Bowen A. (2004) 'Best practice in UK hospitality and tourism SMEs: the implications of size, location and ownership style'. Johannesburg, South Africa: The International Council for Small Business (ICSB) 49th World Conference
  • Jones PLM, Lockwood A, Bowen A. (2004) 'The UK's Industry Forum Adaptation Programme in Tourism and Hospitality: a collaboration between government, industry and academia'. Brisbane, Australia: CAUTHE

Books

  • DAVIS BERNARD, YASOSHIMA JOSEROBERTO, Lockwood AJ, Alcott PA, Pantelidis I. (2012) GESTAO DE ALIMENTOS E BEBIDAS - Edicao Compacta.
  • Lockwood AJ, Davis B, Alcott PA, Pantelidis I. (2012) Food and Beverage Management Fifth Edition.
  • Lockwood A, Alcott P, Pantelidis I, Davis B. (2008) Food and Beverage Management 4th Edition. 4th Edition. Elsevier
  • Lockwood AJ, Thozhur S. (2006) Hospitality Operating Systems – a customised text. London : Thomson Publishing
  • Lockwood AJ, Jones P, Mogendorff D. (2006) Hospitality Operations Management – a customised text. London : Thomson Publishing
  • Bowen A, Jones P, Lockwood A. (2003) Best Practice in Tourism, Hospitality and Leisure. Newbury : Threshold Press
  • Jones P, Ball S, Lockwood A, Kirk D. (2003) Hospitality operations: a systems approach. Thomson Learning Emea

Book chapters

  • Lockwood A, Jones P. (2008) 'From the Bottom Up: Operations Management in the Hospitality Industry'. in Brotherton B (ed.) The SAGE Handbook of Hospitality Management Sage
  • Lockwood A, Zeglat D, Ekinci Y. (2008) 'Service quality and business performance'. in (ed.) Handbook of Hospitality Marketing Management Oxford : Butterworth Heinemann
  • Lockwood A. (2008) 'Operational Performance'. in Jones P (ed.) Handbook of Hospitality Operations and IT Oxford : Butterworth Heinemann

Teaching

Undergraduate: 

Operations Analysis; International Hospitality Operations Management; Understanding Service Delivery

Postgraduate: 

Hospitality and Tourism Operating Systems

Departmental Duties

Associate Dean Learning and Teaching, Faculty of Management and Law

Affiliations

Fellow and Chairman of The Executive Council of the Institute of Hospitality

Honorary Fellow of the Council for Hospitality Management Education

Tourism and Hospitality Research

The Surrey Quarterly Review published by Palgrave

Tourism and Hospitality Research
About the Journal
Tourism and Hospitality Research is firmly established as a leading and authoritative journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers:

  • Hospitality and tourism operations
  • Marketing and consumer behaviour
  • HR management
  • eTourism
  • eTravel
  • Planning and development
  • Performance and financial management
  • Strategic implications
  • Environmental aspects
  • Government policy
  • Forecasting and prediction
  • Revenue management
  • Impact assessment and mitigation
  • Globalisation
  • Research methodologies
  • Leisure and culture

Tourism and Hospitality Research publishes detailed, authoritative:

  • Applied Research with significant implications for tourism and hospitality practice from leading schools of tourism and hospitality, research institutes and universities, worldwide.
  • Industry Case Studies from practitioners worldwide, detailing their practical experiences, the problems faced and the lessons learned.
  • Conference Reports covering the most current and relevant topics in tourism and hospitality.
  • Practitioner Briefings written by expert practitioners and sharing thought-provoking ideas on the challenges facing the tourism and hospitality industry today.
  • Book Reviews providing a 'thumbnail' of best practice in the field.

You need to be confident that this information is authoritative, accessible and cutting edge. Thus the journal is guided by an International Editorial Board of leading academics, practitioners and consultants from around the world. It is edited by Professor Andrew Lockwood, based at the School of Management, University of Surrey - a leading institution on research of tourism and hospitality, and a World Tourism Organization Centre for Education and Training. The journal publishes only submissions that have been subjected to double-blind peer review, ensuring that it publishes only the genuinely useful, challenging and innovative research articles and case studies.


For more information, please see the journal webpages:
www.palgrave-journals.com/thr

The Editorial Board
Tourism and Hospitality Research is guided by an eminent international Editorial Board comprising leading experts in the field.

Editors

Managing Editor
Professor Andrew Lockwood, Forte Professor of Management and Deputy Head (Academic Planning and Quality Assurance), School of Management, University of Surrey, UK

Hospitality Editor

Tourism Editor
Dr Graham Miller, Senior Lecturer in Management, School of Management, University of Surrey, UK

Practice Section Editor
Professor Peter Jones, ITCA Professor of Production and Operations Management, School of Management Studies for the Service Sector, University of Surrey, UK

Book Reviews Editor

 

Editor Emeritus
Professor Richard Butler, Professor of International Tourism, Department of Hospitality and Tourism Management, Strathclyde Business School, University of Strathclyde, UK