Correspondence: Peter Jones, The University of Surrey, Guildford, Surrey, GU2 7XH, UK. E-mail: p.jones@surrey.ac.uk

¹is ITCA Chair of Production and Operations Management in the School of Management at the University of Surrey. He has researched productivity for a number of years as part of a research programme designed to understand and improve operational performance in the hospitality industry. Since 1981 he has written or edited 12 textbooks on operations management, published numerous articles in a wide range of operations management and hospitality journals, and presented over 90 conference papers throughout the world.

Received 26 March 2009; Revised 26 March 2009.